leo.lluisma@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

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

Where Time Goes

Product Families

Key Observations

• SPN is one of the slowest families at 17m 16s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.14 vs. last week.
• Accuracy moved down 0.89 vs. last week.
• Protocol moved down 1.00 vs. last week.
• Communication moved down 1.22 vs. last week.
• Average handle time moved down by 15m 32s.

What Went Well

1. Professional opening greeting

The agent established a courteous tone at the start of the interaction, which is essential for building trust.

> [00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.

Growth Opportunities

1. Active issue identification and data collection

What “good” looks like: Always confirm the customer’s product model, serial number, and warranty status within the first 30 seconds of the call, even if the customer’s description is unclear. Use open-ended questions to surface the core problem before diving into troubleshooting.

> [05:00] CHANNEL_LEFT: that is a guess I want to go okay and just though is the same okay okay okay okay okay okay okay okay okay

#LTS00131809

1. Progression to resolution or clear next steps

What “good” looks like: If a call cannot be resolved immediately, document all gathered details in HappyFox, set a callback or follow-up, and communicate the next steps clearly to avoid abandoned-or-vague closures.

Next Week's Focus

• Start every call with a structured intake script: “Can you share the model number, serial number, and warranty status of your device? What exactly happens when you try to connect?”
• If the customer’s description is incoherent, use clarifying questions: “I want to help you effectively—can you describe the exact error message or symptom you see?”
• Document and close intentionally: Even if you cannot resolve the issue, log all details in HappyFox and schedule a follow-up or escalation with clear reasoning.
• Practice active listening: Paraphrase the customer’s description before proceeding to troubleshooting (“So you’re seeing… is that correct?”).

Technical Accuracy

Improvement

[05:00] CHANNEL_LEFT: that is a guess I want to go okay and just though is the same okay okay okay okay okay okay okay okay okay

Note: Agent failed to identify the issue, perform any troubleshooting, or provide resolution. Call closed as abandoned_or_vague with no follow-up. #LTS00131809

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

• Highest-signal trend: The sole call this week demonstrates a critical breakdown in active listening, data collection, and closure hygiene. Scores of 1.00 across all dimensions indicate the agent is not meeting minimum service standards.
• Key pattern for next coaching: The agent must prioritize structured intake (model/serial/warranty) and explicit issue confirmation before any troubleshooting. The long silence and incoherent customer response suggest a need for more robust active listening techniques and fallback scripts for unclear scenarios.
• Evidence governance compliance: All quotes above are verbatim from transcript_excerpt as permitted by pipeline rules. No new text was invented or synthesized.

This Week's Calls