# kris.qin@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 | 7m 32s | — | 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 | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
Product family data not available for this week.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 1 | 7m 32s | 3.00 | 4.00 | 1.00 | 1.00 | ✓ |

## Week-over-Week Movement
- Collect essential product details for hardware-failure cases
- Provide clear follow-up steps and ownership
- Improve protocol and communication scores

## What Went Well

- **Accurate information delivery** – The agent correctly located the customer’s email record and verified the timestamp, demonstrating attention to system data.  
  > [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)  
  > **[01:05] CHANNEL_RIGHT:** I can see yours on this end.  
  > **[01:08] CHANNEL_RIGHT:** I can see it, I can help you check.

## Growth Opportunities

- **Collect essential product details** – For hardware‑failure or refund/replacement requests, always obtain the product model, serial number, and warranty status up front. This information is required for verification and to move the case forward.  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

- **Provide clear, actionable next steps** – When a customer reports a missing confirmation email, resend it immediately, confirm delivery, and document the action in HappyFox. Avoid ending the call with vague “call back later” statements; instead, give a concrete timeline (e.g., “I have resent the email; please check your inbox and reply if you don’t see it within 15 minutes”).  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

## Next Week's Focus

- Ask for and record the product model, serial number, and warranty details at the start of every hardware‑failure or return case.  
- When a customer needs a missing email, resend it right away, confirm receipt, and note the action in the case before closing.  
- Replace filler phrases (“wow, yes, wow”) with concise, professional language that moves the conversation forward.  
- Use closed‑loop next‑step language: “I have done X; please do Y and I will follow up by Z.”

## Technical Accuracy

- **Improvement** – Agent failed to collect essential product details (model/serial) required for hardware‑failure verification.  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

- **Improvement** – Agent did not resend the missing confirmation email despite direct customer request.  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

- **Improvement** – Call ended with no clear next steps, timeline, or ownership, leaving the customer stranded.  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

## 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

*Internal use only – not for the agent*

The highest‑signal trend this week is a single case where low protocol and communication scores (1.0 each) combined with a long handle time (7m 32s) and no documented resolution. The agent correctly located system data but missed core collection of product details and failed to provide a concrete next step. Focus the next coaching conversation on the “collect‑then‑confirm‑then‑close” loop: gather model/serial, verify eligibility, resend or generate the required confirmation, and close with a documented next‑step timeline. Emphasize replacing filler language with concise, action‑oriented statements to improve both score and customer experience.

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 02:23:36+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | No resolution provided. Agent suggested customer call back later if email not received. |