# zither.calvin@linksys.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 | 5m 23s | MBE7000 | SETUP | 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 | 5.00 | 1 |
| Protocol | 4.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.90 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |  |

**Key Observations**
- MBE is one of the slowest families at 5m 23s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |  |

## Week-over-Week Movement
- Improve call closure protocols to ensure customer understanding and follow-up.
- Provide self-help resources (KB articles, product links) to customers during calls.

## What Went Well

1. **Accurate product identification**  
   Correctly identified the MBE7000 as a standalone router and not a mesh child node, avoiding unnecessary troubleshooting steps.  
   > *"All right. Got it. All right. Thank you so much. And how about the one that you just purchased? Mm-hmm."*  
   [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

2. **Protocol adherence**  
   Collected both model and serial numbers for verification, fulfilling basic protocol requirements and ensuring accurate diagnosis.  
   > *"Can I have the model number and the serial numbers for of your uh domain node and the the the one that you just purchase?"*  
   [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

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## Growth Opportunities

1. **Complete call closure**  
   **What good looks like**: Before ending calls, confirm the customer understands the solution, offer written resources, and set clear next steps or follow-up if needed.  
   **Next step**: Always recap key points, offer a KB article or product comparison link, and ask "Is there anything else I can help you with today?"  
   > *"Oh, you can't? Oh. Oh, man, I didn't know there is a such thing. So what do I need to..."*  
   [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

2. **Provide self-help resources**  
   **What good looks like**: Proactively share KB articles, product specification pages, or registration links when customers express confusion about product capabilities.  
   **Next step**: When explaining product limitations, immediately follow with "I can send you a link to our product comparison page that shows which models support mesh capabilities."

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## Next Week's Focus

- **Confirm understanding**: After explaining a solution, ask specific questions like "Does that make sense?" or "Would you like me to walk through that again?"
- **Share resources**: For every setup or compatibility issue, offer at least one KB article, product spec sheet, or registration link before closing.
- **Use closing script**: End every call with: "To summarize, [recap solution]. I've sent you [resource]. Please call back if you need further assistance."
- **Document next steps**: When follow-up is needed, create a case note or schedule a callback in HappyFox.

---

## Technical Accuracy

- **Strength**  
  > *"got it alright check here and also sir just to confirm it is a the black router the color of this is a black is this correct alright alright cuz upon checking here sir with this new device that you have are this new router that you purchased this is install a standalone device or standalone router..."*  
  **Note**: Agent correctly identified the MBE7000 as a standalone router and not a mesh child node, providing a technically accurate alternative solution (MX6200). This demonstrates strong product knowledge and avoids incorrect troubleshooting paths.  
  [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

- **Improvement**  
  > *"Oh, man, I didn't know there is a such thing. So what do I need to..."*  
  **Note**: Agent correctly identified the MBE7000 as a standalone router but failed to confirm customer understanding or provide self-help resources (e.g., KB article, product comparison link). Call ended abruptly without recap or follow-up confirmation.  
  [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

No dedicated technical accuracy signals were extracted this week beyond what's covered above. Review the Growth Opportunities and Escalation Lessons sections for additional technical coaching patterns.

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## Coaching Moments

**Improvement**  
> *"Oh, you can't? Oh. Oh, man, I didn't know there is a such thing. So what do I need to..."*  
**Note**: Agent did not acknowledge the customer's frustration when they expressed surprise about product limitations. Acknowledging emotions ("I understand this can be frustrating") builds rapport and shows empathy.  
[#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/)

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 call with strong technical accuracy (5.0) but incomplete closure protocols (communication score 3.0). The agent correctly identified product incompatibility but missed critical customer confirmation and resource-sharing steps.
- **Recurring pattern**: When explaining product limitations, the agent tends to provide the solution without confirming understanding or offering self-help resources. This creates risk of unresolved customer confusion and repeat contacts.
- **Evidence**: The sole call (#LTS00087422) demonstrates perfect accuracy in identifying the MBE7000 as a standalone device but shows gaps in closure protocol and resource provision.

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00087422](https://linksys.happyfox.com/staff/ticket/87422/) | 2026-05-26 17:44:35+00:00 | 3.90 | INBOUND | MBE7000 | SETUP | Return the MBE7000 and purchase an MX6200 or correct MBE7000 model to use as a child node. |