fatimaalpha.actub@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

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

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 13m 43s.

Problem Categories

Week-over-Week Movement

• Agent engagement and issue capture
• Protocol adherence

What Went Well

The automated greeting played a strong foundational role this week:

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready.

This greeting was clear, professional, and included essential legal and service information. The structure set appropriate expectations for customers right from the start.

Growth Opportunities

Agent engagement and issue capture

The most critical opportunity this week involves moving beyond automated messaging to active customer engagement. The call ended after the greeting with no agent interaction, issue capture, or troubleshooting performed.

What good looks like:

• Answer the call promptly and introduce yourself by name
• Verify the customer's product model and warranty status
• Ask open-ended questions to understand the connectivity issue ("Can you describe what happens when you try to connect?")
• Guide the customer through basic troubleshooting steps appropriate to MX devices
• Document findings in HappyFox even if the call ends quickly

This foundation enables faster resolution, better knowledge capture, and clearer handoffs when needed.

Next Week's Focus

1. Active call answering: When the call connects, immediately introduce yourself and confirm you're ready to help.
2. Quick triage: Within the first 30 seconds, confirm product model and ask one specific question about the connectivity symptom.
3. Document everything: Even brief interactions should generate a HappyFox ticket with product details and next steps.
4. Practice opening scripts: Develop a 15-second personal opening that complements the automated greeting while adding warmth and professionalism.

Technical Accuracy

Improvement

Call consisted only of an automated welcome message with no agent interaction, issue capture, or troubleshooting performed. Agent failed to engage with the customer or address the reported connectivity issue.

Note: This represents a missed opportunity for basic troubleshooting on MX devices. Even without full resolution, the agent could have collected model/serial numbers, verified warranty status, and documented the connectivity symptom for future reference or escalation if needed. #LTS00058570

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

• Highest-signal weekly trend: Complete absence of agent engagement on the sole call handled. The automated greeting was technically sound, but the absence of any agent interaction prevented issue capture, troubleshooting, or documentation.
• Recurring pattern to address: The need for systematic issue capture even on brief calls. Next coaching should focus on building a repeatable opening sequence that moves quickly from greeting to engagement.
• All evidence above reflects only the single call reviewed this week; no additional patterns emerged from limited call volume.

This Week's Calls