# akiko.ohashi@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 6 | 20m 5s | MX5500 | HARDWARE | 5 | — | ## Work Mix Lens - Frontline-heavy week: 6 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 | 4.17 | 6 | | Protocol | 2.50 | 6 | | Communication | 2.67 | 6 | | Overall | 3.32 | 6 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 36m 15s | 3.00 | 4.00 | 2.00 | 2.00 | Outlier: 1.5x weekly median handle time | | MX | 3 | 32m 22s | 3.43 | 4.67 | 2.67 | 2.67 | | | E | 1 | 15m 38s | 3.10 | 2.00 | 3.00 | 4.00 | | | WHW | 1 | 3m 9s | 3.50 | 5.00 | 2.00 | 2.00 | | **Key Observations** - LN is the slowest family at 36m 15s; outlier: 1.5x weekly median handle time. - MX is one of the slowest families at 32m 22s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | HARDWARE | 2 | 35m 50s | 3.15 | 4.50 | 2.50 | 2.50 | ✓ | | CONFIGURATION | 2 | 25m 56s | 3.05 | 3.00 | 2.50 | 3.00 | ✓ | | SETUP | 1 | 57m 55s | 4.00 | 5.00 | 3.00 | 3.00 | | | NO TROUBLESHOOTING NEEDED | 1 | 3m 9s | 3.50 | 5.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Improve protocol adherence (case management, warranty verification, serial/model collection). - Enhance communication efficiency by reducing repetitive confirmations and scripted phrases. - Address unresolved technical issues with clear next-step plans and callback scheduling. ## What Went Well - **Technical Accuracy in Configuration Guidance**: Correctly identified and changed the WAN connection type from PPPoE to DHCP for OCN service, resolving the root cause of the internet connectivity issue. - **Hardware Diagnosis and Warranty Clarity**: Accurately diagnosed power adapter fault and confirmed warranty coverage (3-year warranty, purchase date Jan 6, 2024). Explained replacement policy clearly: full-unit exchange only, no standalone adapter replacement. ## Growth Opportunities - **Protocol Adherence and Case Management**: Failed to collect or reference a HappyFox case number in multiple calls, violating basic case management protocol. Examples include calls with IDs: e72ba53a-57e5-11f1-8c15-42010a660053, 5d2bb948-596a-11f1-8c28-42010a660053, fa0bc9d2-5a38-11f1-8c28-42010a660053. - **Communication Efficiency and Clarity**: Excessive repetitive confirmations (e.g., 'yes, yes, yes') and scripted phrases (e.g., 'thank you for your business') disrupted call flow and reduced efficiency. Examples include calls with IDs: e72ba53a-57e5-11f1-8c15-42010a660053, 5d2bb948-596a-11f1-8c28-42010a660053, 733d49b0-5a53-11f1-9a53-42010a660053. ## Next Week's Focus - This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight. - Improve protocol adherence (case management, warranty verification, serial/model collection). - Enhance communication efficiency by reducing repetitive confirmations and scripted phrases. - Address unresolved technical issues with clear next-step plans and callback scheduling. ## Technical Accuracy **Improvement** Provided incorrect default router IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local for E9450. This contradicts KB guidance and is a clear accuracy error. **Improvement** Misstated Wi-Fi password character restrictions, claiming no symbols or special characters allowed, which is factually incorrect per KB for E9450. **Strength** Correctly diagnosed LAN IP conflict and guided customer through valid OpenWRT LAN IP change procedure. Customer confirmed the IP change was reflected in the UI at [24:52]. **Improvement** Failed to summarize a concrete next-step plan or set a callback time for unresolved NTT gateway registration issue, leading to pending resolution status. ## 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 Weekly pattern unavailable. Focus points: Improve protocol adherence (case management, warranty verification, serial/model collection).; Enhance communication efficiency by reducing repetitive confirmations and scripted phrases.; Address unresolved technical issues with clear next-step plans and callback scheduling. ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) | 2026-05-25 03:00:36+00:00 | 3.50 | OUTBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | Customer can continue using existing Wi-Fi password for client connections and use the separately set admin password for app access; no further action required unless ISP needs special configuration. | | [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) | 2026-05-27 01:21:19+00:00 | 3.00 | OUTBOUND | LN6001 | CONFIGURATION | No fix confirmed. Customer disengaged, stating they would call back later. Agent did not set callback time or provide self-help resources. Suggested recontacting support if issue persists. | | [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/) | 2026-05-28 02:00:18+00:00 | 4.00 | OUTBOUND | MX5500 | SETUP | Router configured and internet connectivity confirmed. | | [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) | 2026-05-28 05:09:49+00:00 | 3.30 | OUTBOUND | MX5500 | HARDWARE | Agent will consult supervisor, verify proof of purchase, and contact customer by email/phone within specified callback windows to arrange warranty replacement. | | [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) | 2026-05-28 05:41:56+00:00 | 3.10 | OUTBOUND | E9450 | CONFIGURATION | Password changed successfully; customer re‑connected the Mac to Wi‑Fi. | | [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) | 2026-05-28 06:39:33+00:00 | 3.00 | OUTBOUND | MX5500 | HARDWARE | Customer advised to search Amazon for a compatible AC adapter and to contact Technical Support again for further assistance. |