# john.pagurayan@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 |
| --- | --- | --- | --- | --- | --- |
| 3 | 53m 44s | MX6200 | CONNECTIVITY | 3 | — |

## Work Mix Lens
- Frontline-heavy week: 3 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 | 3.00 | 3 |
| Protocol | 1.67 | 3 |
| Communication | 2.67 | 3 |
| Overall | 2.63 | 3 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 110m 35s | 3.00 | 3.00 | 1.00 | 3.00 | Outlier: 2.5x weekly median handle time |
| MR | 1 | 44m 18s | 3.40 | 4.00 | 3.00 | 3.00 |  |
| EA | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 110m 35s; outlier: 2.5x weekly median handle time.
- MR is one of the slowest families at 44m 18s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ |
| CONNECTIVITY | 2 | 77m 26s | 3.20 | 3.50 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Overall moved up 0.66 vs. last week.
- Accuracy moved up 1.33 vs. last week.
- Communication moved up 0.67 vs. last week.
- Average handle time moved up by 12m 23s.

## What Went Well

1. **Effective troubleshooting steps**  
   > Performed sequential power-cycle of modem then router, which resolved the issue.  
   [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

2. **Customer empathy and communication**  
   > Showed genuine empathy regarding the customer's limited income and health situation, de-escalating tension.  
   [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

---

## Growth Opportunities

1. **Premature escalation to paid support**  
   > Introduced paid support before attempting any troubleshooting, creating unnecessary friction with a vulnerable customer.  
   **Next step**: Always attempt at least one basic troubleshooting step (e.g., power-cycle, cable check) before mentioning paid support options.  
   [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

2. **Incomplete troubleshooting and closure**  
   > Failed to collect product model number, incorrectly declared the device out of warranty without verification, and prematurely pushed paid support without performing basic triage.  
   **Next step**: Always collect the product model and serial number upfront, verify warranty status using the serial number, and follow the standard troubleshooting flow before suggesting paid support.  
   [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/)

---

## Next Week's Focus

1. **Collect product details upfront**: Always ask for and record the product model and serial number at the beginning of the call.
2. **Verify warranty status**: Use the serial number to check warranty status before stating the device is out of warranty.
3. **Attempt basic troubleshooting first**: Perform at least one basic troubleshooting step (e.g., power-cycle, cable check) before mentioning paid support options.
4. **Use approved remote tools**: If remote access is needed, use only approved Linksys remote tools and follow KB-guided troubleshooting paths.

---

## Technical Accuracy

### **Improvement**  
Failed to collect product model number, a critical omission for any technical support call.  
[#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/)

### **Improvement**  
Incorrectly declared device out of warranty without verification and stated no technical help could be provided, contradicting policy.  
[#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/)

### **Improvement**  
Used non-standard remote access (Zoho) instead of approved Linksys remote tools.  
[#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/)

### **Improvement**  
Introduced paid support before attempting any troubleshooting, creating unnecessary friction.  
[#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

---

## 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 highest-signal weekly trend is the **premature escalation to paid support** and **incomplete troubleshooting** on the EA6350 ACCESS call. This pattern suggests a need to reinforce the importance of collecting product details, verifying warranty status, and following the standard troubleshooting flow before suggesting paid support options.
- A recurring technical pattern is the **use of non-approved remote tools** and **failure to collect critical product information**, which contributed to inefficiency and potential security risks.
- These patterns should inform the next coaching conversation, focusing on protocol adherence, warranty verification, and the use of approved remote tools.

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) | 2026-05-26 14:59:04+00:00 | 1.50 | INBOUND | EA6350 | ACCESS | Agent promised to email setup instructions, but no instructions were provided during the call and customer remained unable to access the router. |
| [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) | 2026-05-28 01:26:42+00:00 | 3.40 | INBOUND | MR7350 | CONNECTIVITY | Router restored to solid blue; TV internet working. Customer advised to repeat power-cycle if issue recurs. |
| [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-29 01:03:17+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Nodes are back online but downstairs node signal is weak; advise moving it closer to the parent or to a more open spot and re‑check signal. |