# leo.lluisma@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 17m 16s | SPNM60CF | CONNECTIVITY | 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 | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 |  |

**Key Observations**
- SPN is one of the slowest families at 17m 16s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |

## 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.**

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## 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](https://linksys.happyfox.com/staff/ticket/131809/)*

2. **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.  

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## 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?”).

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## 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](https://linksys.happyfox.com/staff/ticket/131809/)*

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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 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.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/) | 2026-06-02 | 1.00 | INBOUND | SPNM60CF | CONNECTIVITY | ⚠ Closed incorrectly |