# zither.calvin@linksys.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 1 | 5m 23s | MBE7000 | SETUP | 1 | — |

## Work Mix Lens
- Hybrid week: 1 LTS queue calls and 0 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 5.00 | 1 |
| Protocol | 4.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.90 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |  |

**Key Observations**
- MBE is one of the slowest families at 5m 23s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |  |

## Week-over-Week Movement
- Improve operational closure by confirming customer understanding and providing self-help resources.
- Schedule follow-ups for unresolved issues to ensure customer satisfaction.

## What Went Well

- **Accurate product identification**  
  Correctly identified the MBE7000 as a standalone router and not a mesh child node.  
  >[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

- **Protocol adherence**  
  Collected both model and serial numbers for the new and existing devices.  
  >[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

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## Growth Opportunities

- **Improve operational closure**  
  Confirm customer understanding of the issue and next steps before ending the call. Offer a KB article, product comparison page, or email summary to support self-service.  
  >[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

- **Schedule follow-ups for unresolved issues**  
  Set a callback or follow-up when the customer needs to return a product or make a purchase. This ensures the issue is resolved and the customer feels supported.  
  >[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

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## Next Week's Focus

1. **Confirm understanding**: Before closing, ask the customer to repeat the next steps in their own words.
2. **Provide self-help resources**: Share a KB article or product comparison link during the call and follow up with an email.
3. **Set clear follow-up actions**: If a product return or purchase is needed, schedule a callback or send an email with next steps.
4. **Improve closing protocol**: Recap the issue, solution, and next steps clearly before ending the call.

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## Technical Accuracy

### **Improvement**  
Call ended without confirming customer understanding or providing self-help resources (KB article, email summary, or direct link to product specs).  
[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

### **Improvement**  
No follow-up was scheduled despite unresolved setup need and customer confusion about product capabilities.  
[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

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## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

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## Coach Appendix

- **Highest-signal weekly trend**: One call with strong accuracy and protocol but incomplete operational closure and communication. Focus next week on confirming understanding, providing self-help resources, and scheduling follow-ups.
- **Recurring pattern**: Need to improve closing protocol and self-help offerings for unresolved setup issues.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/) | 2026-05-26 17:44:35+00:00 | 3.9 | INBOUND | MBE7000 | SETUP | ⏳ Pending |