# donna.dubduban@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 12m 39s | MR5500 | 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 | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 |  |

**Key Observations**
- MR is one of the slowest families at 12m 39s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 |  |

## Week-over-Week Movement
- Overall moved down 0.23 vs. last week.
- Accuracy moved up 0.33 vs. last week.
- Protocol moved down 0.33 vs. last week.
- Communication moved down 1.00 vs. last week.
- Average handle time moved down by 9m 54s.

## What Went Well

1. **Correct product identification**  
   You accurately identified the customer’s MR5500 router, which is critical for targeted troubleshooting.  
   > “All right. So, yeah I’m calling regarding with the ticket that's actually escalated for department regarding with your Linksys router, the model number which is the MR5500.”

2. **Validation of customer environment**  
   You confirmed the customer used a Cat6 cable and verified direct modem speeds (~900 Mbps), establishing a solid baseline for diagnosis.  

---

## Growth Opportunities

1. **Add WAN port and firmware diagnostics**  
   *What “good” looks like*: After confirming cable quality, always check the router’s WAN port speed via the web UI and verify firmware version. This would have clarified whether the 100 Mbps limitation was hardware-related or configurable.  
   **Next step**: Add “WAN port speed check” and “firmware version verification” to your MR series troubleshooting flow.

2. **Clarify warranty and replacement pathways**  
   *What “good” looks like*: Before directing customers to retailers, confirm warranty eligibility using the serial number, and provide exact replacement steps (e.g., “Contact Linksys support at X or visit Y”).  
   **Next step**: Practice the warranty-verification script and use HappyFox notes to flag retailer-confusion risks.

---

## Next Week's Focus

- **Diagnostic completeness**: For MR5500 speed issues, always check WAN port speed and firmware after cable validation.
- **Warranty script**: Memorize the serial-number lookup steps and retailer contact details to avoid ambiguity.
- **Empathy boosters**: Insert at least two positive acknowledgments per call (e.g., “I appreciate you running those tests”) to lift communication scores.
- **Handle-time awareness**: Aim for average handle time under 10m for similar connectivity cases by streamlining troubleshooting branches.

---

## Technical Accuracy

### **Improvement**  
> *Failed to verify WAN port speed or router configuration via the web UI, missing a key diagnostic step.*  
[#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/)  

### **Improvement**  
> *Did not collect serial number or confirm warranty coverage, leading to unclear guidance on replacement process.*  
[#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/)  

---

## 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

- **Top trend**: The single call highlights a need for deeper diagnostic rigor (WAN/firmware checks) and clearer warranty guidance. Communication scores dropped significantly vs. prior week — focus on empathy and concise next steps.
- **Key pattern**: Retailer name confusion and missing serial-number checks created customer friction. Practice warranty-verification flows to prevent repeat issues.

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) | 2026-05-26 11:53:38+00:00 | 3.00 | OUTBOUND | MR5500 | CONNECTIVITY | Advised customer to contact the retailer for a warranty replacement. |