# dennis.gamolo@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 2 | 8m 36s | MX4200 | 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 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 3.00 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 9m 54s | 3.00 | 5.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is one of the slowest families at 9m 54s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 2 | 8m 36s | 3.00 | 5.00 | 1.50 | 2.50 | ✓ |

## Week-over-Week Movement
- Overall moved up 1.20 vs. last week.
- Accuracy moved up 4.00 vs. last week.
- Protocol moved down 0.50 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved down by 37m 26s.

## What Went Well

- **Polite and professional tone**: Maintained a polite tone despite customer frustration.
  - [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)
- **Documentation of purchase details**: Confirmed receipt details and purchase date (May 24, 2025), showing attention to documentation.
  - [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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## Growth Opportunities

- **Failure to collect critical information**: Ensure you collect the serial number and verify warranty status for all refund/RMA cases. This is essential for processing eligibility.
  - [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)
- **Inefficient follow-up path**: Capture the customer's email address during the call and set a specific callback time or date. Avoid relying on unspecified prior emails.
  - [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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## Next Week's Focus

- **Collect serial numbers and warranty status** for all refund/RMA cases before discussing next steps.
- **Capture customer contact details** (email, preferred callback time) during the call to ensure reliable follow-up.
- **Avoid suggesting troubleshooting** when the customer has clearly stated they are no longer using the product.
- **Use concise, clear language** to reduce call time and improve customer understanding.

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## Technical Accuracy

### **Improvement**
- Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility. Customer explicitly stated they are no longer using the product, yet agent suggested further troubleshooting.
  - [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

### **Improvement**
- Failed to capture customer's email address, creating dependency on an unconfirmed prior email thread. Next step relies on customer action, risking follow-up failure.
  - [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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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 weekly trend**: The agent needs to improve protocol adherence by collecting critical information (serial number, warranty status) and establishing reliable follow-up paths. Both calls involved refund requests where these steps were missed.
- **Recurring pattern**: In both calls, the agent either failed to collect essential details or set ambiguous next steps, leading to unresolved cases and potential follow-up failures. Focus on these areas in the next coaching conversation.

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) | 2026-05-25 17:28:39+00:00 | 3.00 | OUTBOUND | MX4200 | GENERAL INQUIRY | Agent will review ticket and receipt, then call back tomorrow at 6:00 PM. |
| [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) | 2026-05-26 17:32:17+00:00 | 3.00 | OUTBOUND | — | GENERAL INQUIRY | Awaiting management decision on refund; agent will email update and schedule appointment, contingent on customer replying to an unspecified prior email. |