# leo.lluisma@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 17m 16s | SPNM60CF | CONNECTIVITY | 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 | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 |  |

**Key Observations**
- SPN is one of the slowest families at 17m 16s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 1.14 vs. last week.
- Accuracy moved down 0.89 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved down 1.22 vs. last week.
- Average handle time moved down by 15m 32s.

## What Went Well

- **Polite opening greeting**: You began the call with a professional welcome message, setting a positive tone for the interaction.
  > [#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/)
  > Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.

## Growth Opportunities

- **Call engagement and troubleshooting initiation**: When customers present issues, especially connectivity problems, aim to quickly gather essential details and begin troubleshooting. This week the call lacked basic data collection and any troubleshooting steps.
  > [#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/)
  > *Agent failed to collect basic product information, did not attempt any troubleshooting, and did not provide guidance or closure.*

**What good looks like**: 
1. Ask for model/serial numbers and firmware version within the first 30 seconds
2. Initiate standard connectivity troubleshooting (power cycle, cable check, basic QoS)
3. Provide clear next steps or closure reason before ending the call

## Next Week's Focus

- **Start every call with a structured intake**: "I can help with that. To get started, could you tell me the exact model name and serial number of your device?"
- **Build a troubleshooting roadmap**: For connectivity issues, begin with power cycling and cable verification, then proceed based on the customer's environment
- **End with clear closure**: Always confirm resolution or provide documented next steps before closing the call
- **Document every interaction**: Ensure HappyFox tickets capture model, serial, troubleshooting steps, and outcome for future reference

## Technical Accuracy

### **Improvement**
> 
> *Agent did not collect product information (model, serial, warranty) or perform any troubleshooting. Call was abandoned without resolution.*

**Note**: This pattern occurred in [#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/). For connectivity issues, always collect device specifics and initiate basic troubleshooting before considering escalation or closure.

## 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**: This week represents an extreme case of call abandonment where no troubleshooting was initiated and no product data was collected. The single connectivity call lasted over 17 minutes but produced zero resolution value.

**Recurring pattern to address**: The fundamental gap is in call engagement structure - missing initial data collection, lack of troubleshooting roadmap, and absence of closure protocol. Next coaching should focus on building a repeatable intake and troubleshooting framework for frontline connectivity cases.

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/) | 2026-06-02 11:58:43+00:00 | 1.00 | INBOUND | SPNM60CF | CONNECTIVITY | not_applicable |