# alvin.edio@concentrix.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 2 | 16m 25s | MR9000 | ACCESS | 2 | — |

## 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 | 2.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 1.95 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- MR is one of the slowest families at 22m 24s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 | ✓ |
| ACCESS | 1 | 10m 26s | 1.80 | 2.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.47 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved down 0.75 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved up by 8m 33s.

## What Went Well

1. **Polite tone and customer information collection**  
   The agent consistently maintained a respectful, patient approach and successfully gathered critical customer details needed for follow-up.  

   > "May I have your phone number in case we get disconnected? Mhm. Mhm. I'm sorry, 074 so 0 7 4 6 zero 807 017 which is the it's also my phone number that the one I'm speaking to you on as did Muhammad is AZAD surname is Muhammad, M-O-H-A double M E D yeah B-I D N-ES S-s-73 at email dot com"  
   [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

2. **Providing clear next steps with ticket references**  
   The agent ensured customers had documented cases for future reference, helping manage expectations for follow-up.  

   > "Customer to re‑attempt app login after 24‑48 hours; ticket 60212 will be monitored for further updates."  
   [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

---

## Growth Opportunities

1. **Apply documented troubleshooting procedures before escalating**  
   *What good looks like*: Verify device model and warranty status first, then follow product-specific password recovery paths from LinksysNOW KB. For MR9000 app login issues, use the five-digit recovery key process rather than generic "wait" advice.  
   **Next step**: Before suggesting workarounds, confirm router model, check LED states, and validate admin credentials using KB steps.  

   [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/), [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

2. **Improve case documentation and closure hygiene**  
   *What good looks like*: Create HappyFox cases for all unresolved issues, document exact troubleshooting steps performed, and set clear follow-up actions or escalation triggers. Avoid vague "try this and call back" closures.  
   **Next step**: For unresolved cases, log detailed notes in HappyFox, assign appropriate priority/status, and schedule callbacks or follow-ups explicitly.  

   [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

---

## Next Week's Focus

- **Verify device model and warranty status** before starting any troubleshooting - this prevents applying incorrect procedures (like the 5-press reset on extenders).
- **Use product-specific KB articles** for password recovery: MR9000 app issues require the five-digit recovery key process, while extenders need model-specific reset methods.
- **Document every case** in HappyFox with complete troubleshooting details, even for partial fixes or callbacks.
- **Confirm resolution** before closing: verify internet connectivity, successful login, or valid next steps with the customer.

---

## Technical Accuracy

### **Improvement**  
> *Note*: Agent failed to use the proper password-recovery procedure from the LinksysNOW KB for MR9000 app login issue. Provided vague 'wait 24-48 hours' guidance instead of concrete troubleshooting steps.  
[#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

### **Improvement**  
> *Note*: Agent applied incorrect 5-press reset method for range extender, which is not applicable per KB. Did not confirm extender model or verify successful setup after reset.  
[#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

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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

- The highest-signal trend this week is **inconsistent technical accuracy**, particularly around device-specific troubleshooting procedures and case documentation. The agent needs to prioritize model verification before applying reset methods and ensure all unresolved issues have proper HappyFox documentation with clear next steps.
- Key patterns to address in next coaching: over-reliance on generic advice ("wait 24-48 hours") without KB-backed steps, and incomplete case creation for unresolved issues. Focus on building muscle memory for model-specific diagnostics and documentation discipline.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/) | 2026-06-01 09:58:31+00:00 | 2.1 | INBOUND | MR9000 | CONNECTIVITY | ↻ Callback set |
| [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/) | 2026-06-01 15:37:20+00:00 | 1.8 | INBOUND |  | ACCESS | ⏳ Pending |