# jane.reambonanza@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 34m 53s | SPNM60CF | ACCESS | 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 |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |  |

**Key Observations**
- SPN is one of the slowest families at 34m 53s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |  |

## Week-over-Week Movement
- Overall moved up 0.40 vs. last week.
- Accuracy moved down 0.25 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 0.25 vs. last week.
- Average handle time moved down by 38m 17s.

## What Went Well

- **Accurate password reset guidance**  
  > Correctly guided admin password reset using recovery key (KB-compliant).
  [#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

- **Clear explanation of password types**  
  > Accurately explained difference between Wi-Fi and admin passwords (KB-compliant).
  [#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

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## Growth Opportunities

- **Improve initial IP address guidance accuracy**  
  What better looks like: Always verify and provide the exact, KB-compliant IP address on the first attempt, avoiding confusion.  
  > Initial incorrect IP address ([REDACTED_PHONE]) provided - should have been [REDACTED_PHONE] per KB guidance.
  [#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

- **Verify guest network settings before call closure**  
  What better looks like: Confirm guest network changes are applied and functional before ending the call, ensuring the customer doesn’t need to follow up.  
  > Guest network settings were not verified or updated during the call, leaving customer to self-service without confirmation.
  [#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

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## Next Week's Focus

1. **Double-check IP addresses against KB before sharing them with customers.**
2. **Add a quick verification step for guest network settings after password resets.**
3. **Practice concise explanations of password types early in the call to prevent confusion.**
4. **Review SPN product guides to build faster first-contact resolution paths.**

---

## Technical Accuracy

### **Improvement**  
> Initial incorrect IP address ([REDACTED_PHONE]) provided - should have been [REDACTED_PHONE] per KB guidance.
Note: Agent provided wrong IP address initially; corrected to KB-compliant value later.  
[#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

### **Improvement**  
> Guest network settings were not verified or updated during the call, leaving customer to self-service without confirmation.
Note: Guest network modification was not performed or verified during the call.  
[#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

### **Strength**  
> Correctly guided admin password reset using recovery key (KB-compliant procedure).
Note: Agent followed KB-compliant steps for password reset using recovery key.  
[#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/)

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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: Single SPN ACCESS call took 35m 13s with solid resolution but room for efficiency in IP guidance and guest network verification.
- Recurring pattern to watch: Initial IP address errors and lack of guest network confirmation before closure.
- Evidence summarized above follows quote governance rules.

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00117838](https://linksys.happyfox.com/staff/ticket/117838/) | 2026-05-26 19:21:02+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | Admin password reset; customer can now log in and modify guest network settings independently. |