# jhonjobert.zambrano@concentrix.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 | 36m 41s | MR9600 | SETUP | 1 | 0 |

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## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.50 | 1 |

*Scores reflect 1 call reviewed. Score range: lowest = 1.0, highest = 1.5.*

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## This Week's Coverage

### Models Supported

Product model data not available for this week.

### Problem Categories

| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 1 | 1.50 | ✓ |

The **SETUP** category shows a low average score of 1.50, indicating a need for improved troubleshooting and resolution paths for setup-related issues. Focus on diagnostic steps and clear next actions.

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## What Went Well

No transcript highlights available for this week. The call log shows the agent acknowledged the customer's out-of-warranty status politely and attempted to clarify device details, which are positive soft skills to build upon.

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## Growth Opportunities

### 1. Perform systematic troubleshooting for hardware faults

The agent did not execute any diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported router hardware fault. This left the customer without actionable guidance.

**What good looks like:**  
- Always start with basic troubleshooting (power-cycle, factory reset) before considering paid support.  
- Verify the exact model and interpret LED states to narrow down potential causes.  
- Use the knowledge base to guide customers through self-help steps before escalating.

### 2. Create a HappyFox case for unresolved hardware issues

The call ended with an "abandoned_or_vague" status and no case was created, leaving the customer without a documented path forward.

**What good looks like:**  
- Open a HappyFox case for any unresolved hardware fault, even if the customer is out of warranty.  
- Document all troubleshooting steps attempted and clearly communicate next steps (e.g., callback, self-help resources).  
- Ensure the case includes the serial number, model, and a summary of the issue for continuity.

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## Next Week's Focus

1. **Start every hardware fault call with a power-cycle and factory reset.** Practice guiding customers through these steps calmly and clearly.
2. **Confirm the exact product model** using the serial number or customer description before discussing solutions.
3. **Open a HappyFox case** for any unresolved issue — treat case creation as a standard closing step, not an optional extra.
4. **Review the MR9600 setup and troubleshooting guide** to build confidence in diagnosing common issues for this model.

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## Technical Accuracy

### **Improvement**  
Agent failed to perform any diagnostic steps for hardware fault (reset, power-cycle, WAN check, LED interpretation). Customer reported router won't light up or provide internet after reboot.  
[#LTS00072772](https://linksys.happyfox.com/staff/ticket/72772/)

### **Improvement**  
Agent offered paid support ($99.99) and new router recommendations without first diagnosing the issue or exhausting free troubleshooting options.  
[#LTS00072772](https://linksys.happyfox.com/staff/ticket/72772/)

### **Improvement**  
No HappyFox case was created or referenced despite clear hardware fault; call ended with operational_closure_status 'abandoned_or_vague'.  
[#LTS00072772](https://linksys.happyfox.com/staff/ticket/72772/)

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## Escalation Lessons: What L2 Did

No escalations occurred this week. The single call was unresolved and closed without escalation, highlighting a need for improved troubleshooting and case documentation to avoid future escalations.

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## Coach Appendix

*This week’s single call highlights a critical gap in protocol compliance: the agent abandoned a hardware fault without performing basic troubleshooting or creating a case. Focus next week on systematic diagnostics and case creation for unresolved issues. All evidence above reflects verbatim call data and sanitized quotes.* 

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00072772](https://linksys.happyfox.com/staff/ticket/72772/) | 2026-05-27 14:37:19+00:00 | 1.50 | INBOUND | MR9600 | SETUP | Agent suggested purchasing a new router and offered paid-out-of-warranty support; no fix for the existing device was provided. No case or follow-up was established. |