# alvin.edio@concentrix.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 2 | 16m 25s | MR9000 | ACCESS | 2 | — |

## 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 | 2.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 1.95 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- MR is one of the slowest families at 22m 24s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 | ✓ |
| ACCESS | 1 | 10m 26s | 1.80 | 2.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.47 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved down 0.75 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved up by 8m 33s.

## What Went Well

> Collected essential customer information (serial number, phone, email).
> [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

> Agent correctly advised that the default password is printed on the device label.
> [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

> Maintained a polite tone throughout the call.
> [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

## Growth Opportunities

> **Technical accuracy and troubleshooting protocol:** Ensure router model and admin password are confirmed before troubleshooting login. Use the proper password-recovery procedure from the LinksysNOW KB. Avoid applying the 5-press reset method to range extenders.
> [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/), [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

> **Call control and documentation:** Establish and document a HappyFox case for all issues. Provide concrete troubleshooting steps instead of vague guidance like 'wait 24-48 hours'.
> [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/), [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

## Next Week's Focus

- Always verify router model and admin password before initiating login troubleshooting.
- Use the documented password-recovery procedure from LinksysNOW KB for app login issues.
- For range extenders, confirm the device family before applying any reset procedures; the 5-press reset is not applicable.
- Document all calls in HappyFox, including cases where only advice is given.

## Technical Accuracy

**Improvement** 
> Agent did not confirm router model or admin password before troubleshooting login. Failed to use the proper password-recovery procedure from the LinksysNOW KB.
> [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

**Improvement** 
> Applied incorrect 5-press reset method for range extender, which is not applicable per KB. Did not verify extender model or confirm successful setup.
> [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

## 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

The highest-signal weekly trend is a decline in accuracy and protocol scores, primarily due to incorrect technical procedures and insufficient documentation. The agent needs to focus on verifying device details before troubleshooting and ensuring all calls are documented in HappyFox. The recurring pattern is a lack of adherence to documented KB procedures for password recovery and device resets.

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/) | 2026-06-01 09:58:31+00:00 | 2.10 | INBOUND | MR9000 | CONNECTIVITY | Customer to re‑attempt app login after 24‑48 hours; ticket 60212 will be monitored for further updates. |
| [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/) | 2026-06-01 15:37:20+00:00 | 1.80 | INBOUND | — | ACCESS | No confirmed fix; advised to try default password after reset. No further action scheduled. |