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

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 3 | 53m 14s | VLP01 | SETUP | 1 | — |

## Work Mix Lens
- Frontline-heavy week: 3 LTS queue calls vs 0 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.67 | 3 |
| Protocol | 1.33 | 3 |
| Communication | 2.67 | 3 |
| Overall | 2.00 | 3 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 3 | 53m 14s | 2.00 | 2.67 | 1.33 | 2.67 |  |

**Key Observations**
- OTHER is one of the slowest families at 53m 14s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 3 | 53m 14s | 2.00 | 2.67 | 1.33 | 2.67 | ✓ |

## Week-over-Week Movement
- Protocol adherence: Ensure escalation protocols are followed, including case creation and technician availability confirmation.
- Technical accuracy: Verify product models and avoid fabricating device information.
- Remote-access guidance: Provide correct URLs and instructions for remote troubleshooting.

## What Went Well

**Empathy and Politeness**

> Agent acknowledged the customer's time and effort, maintained a polite tone throughout the call.

[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

## Growth Opportunities

**Protocol Adherence and Escalation Failures**

> Failed to create or cite a HappyFox case number, promised Level-2 callback without confirming technician availability, violating escalation protocol.

[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

**What to do next:** Before promising any callback or escalation, always:
1. Confirm technician availability with Level-2.
2. Create and reference a HappyFox case number.
3. Document all steps and customer information in the case.

**Technical Accuracy and Information Collection**

> Fabricated device information: claimed customer had an 'M97 Harry iPhone' at [01:00], a non-existent and nonsensical device. Failed to collect product model, serial number, or case reference necessary for escalation.

[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

**What to do next:** Always verify and document:
1. Exact product model and serial number.
2. Existing case numbers if available.
3. Avoid assuming or fabricating device details.

## Next Week's Focus

1. **Create cases before promising callbacks** — Always initiate a HappyFox case and share the case number with the customer.
2. **Verify device details** — Confirm product model and serial number before proceeding with any troubleshooting.
3. **Use correct remote-access instructions** — Provide accurate URLs and steps for remote sessions.
4. **Document every step** — Ensure all actions, customer responses, and next steps are recorded in the case.

## Technical Accuracy

**Improvement**

- Agent failed to create or reference a HappyFox case number during escalation, violating protocol. No serial number or warranty status was collected.
[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

**Improvement**

- Agent hallucinated a non-existent device model ('M97 Harry iPhone'), indicating a critical accuracy failure. No product model, serial number, or case context was verified.
[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

**Improvement**

- Agent provided incorrect remote-access instructions, leading to confusion and wasted time.
[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

**Strength**

- Agent systematically isolated the issue by removing wired devices one by one, achieving conditional resolution by disconnecting Sonos.
[#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

## Coaching Moments

No additional coaching moments were extracted after the technical review.

## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

## Coach Appendix

- The highest-signal weekly trend is **protocol non-adherence during escalations**, with the agent failing to create cases or confirm technician availability before promising callbacks. This created false expectations and left cases undocumented.
- A recurring technical pattern is **inaccurate device identification and missing documentation** — the agent fabricated a device model and failed to collect serial numbers or case references, which are critical for effective escalation.
- All evidence above already surfaces these patterns; no new quotes or details are introduced here.

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/) | 2026-06-03 | 1.8 | INBOUND | VLP01 | SETUP | ⏳ Pending |
| [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/) | 2026-06-05 | 1.4 | INBOUND | VLP01 | SETUP | ⏳ Pending |
| [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/) | 2026-06-05 | 2.8 | OUTBOUND | VLP01 | SETUP | ↻ Callback set |