# regilene.come@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 | 6m 56s | FGW5500 | GENERAL INQUIRY | 1 | — |

## Work Mix Lens
- No clear work-mix signal was available this week.
- Use the general self-help lens until queue ownership or escalation ownership becomes clearer.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 5.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 4.00 | 1 |
| Overall | 2.80 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 1 | 6m 56s | 2.80 | 5.00 | 1.00 | 4.00 |  |

**Key Observations**
- OTHER is one of the slowest families at 6m 56s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 1 | 6m 56s | 2.80 | 5.00 | 1.00 | 4.00 | ✓ |

## Week-over-Week Movement
- Improve protocol adherence, particularly case documentation and verification steps.
- Clarify next steps and avoid deferring process details to third parties.

## What Went Well

- **Empathetic and professional communication**  
  > "Oh, we do apologize for that because all our 5G routers are actually end of life already. So and since the, yeah, and we had some transitions from Belkin to, I mean, from Foxconn to Fortinet. So our process was actually like not really that smooth when we, you know, the first time we handled your case. So I would love to, I would like to apologize in behalf of Linksys."  
  [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/)

- **Clear expectation setting**  
  > "But then I have a good offer for you if you want. If you go for the refund tango, we'll revert back to the original amount that we offer, which is HK$1,790."  
  [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/)

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## Growth Opportunities

- **Protocol adherence failure**  
  The agent did not create or cite a HappyFox case number, violating standard protocol. To improve, always initiate a case before discussing resolution details. Verify purchase information, proof of ownership, and warranty status before committing to any refund or compensation.  
  [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/)

- **Lack of verification and documentation**  
  No documentation of eligibility rationale was recorded for the HK$1,790 refund amount. Next time, capture all eligibility criteria (purchase date, model, serial number, etc.) in the case notes before finalizing offers.  
  [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/)

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## Next Week's Focus

1. **Always start with a documented case** — open a HappyFox ticket before discussing resolution details.
2. **Verify eligibility up front** — collect purchase proof, model/serial numbers, and warranty status before offering refunds or compensation.
3. **Summarize next steps clearly** — avoid deferring process questions to unknown third parties; tell the customer exactly what to do next and when to expect follow-up.
4. **Use structured verification checklists** — especially for end-of-life product inquiries, confirm model, purchase date, and ownership before proceeding.

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## Technical Accuracy

- **Improvement**  
  Agent failed to create or reference a HappyFox case number, violating standard protocol. No verification of purchase details, proof of ownership, or warranty status was performed before committing to a refund.  
  [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/)

- **Improvement**  
  Agent deferred Tango Card process details to an unknown third party, creating uncertainty about redemption options and next steps.  
  [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/)

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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 single call this week highlights a critical protocol gap: the agent offered a refund without documenting a case or verifying eligibility. This created a pending resolution and potential compliance risk. Focus next week on disciplined case initiation and verification checklists for similar inquiries.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#RR00125640](https://linksys.happyfox.com/staff/ticket/125640/) | 2026-06-03 | 2.8 | OUTBOUND | FGW5500 | GENERAL INQUIRY | ⏳ Pending |