# dennis.gamolo@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | |---|---|---|---|---|---| | 2 | 8m 36s | MX4200 | GENERAL INQUIRY | 1 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 5.00 | 2 | | Protocol | 1.50 | 2 | | Communication | 2.50 | 2 | | Overall | 3.00 | 2 | *Scores reflect 2 calls reviewed. Overall score range: 3.00 (lowest) to 3.00 (highest).* --- ## This Week's Coverage ### Models Supported Product model data not available for this week. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | GENERAL INQUIRY | 2 | 3.00 | | The **GENERAL INQUIRY** category shows an average overall score of 3.00. This suggests a need to strengthen protocol compliance and communication clarity when handling refund requests and documentation collection. Focus on verifying warranty details, capturing contact information reliably, and defining unambiguous next steps. --- ## What Went Well ### High accuracy performance You maintained perfect accuracy scores (5.0) across both calls, indicating strong adherence to factual information and product knowledge. ### Product identification You correctly identified the product model (MX4200) early in the first call, which is essential for appropriate troubleshooting and support. > **[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)** ### Polite and apologetic tone Your tone remained respectful and empathetic, even when customers expressed frustration. This helped maintain a constructive dialogue despite challenging situations. --- ## Growth Opportunities ### Protocol compliance gaps **What happened:** Protocol scores were low (1.0 and 2.0), primarily due to missing serial number collection and warranty verification—critical steps for refund/RMA eligibility. **What good looks like:** - Always collect the serial number and verify warranty status **before** discussing refund options. - Use the warranty check tool or ask the customer to confirm warranty details. - Document these findings in the ticket for continuity. > **[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)** ### Contact information capture for follow-up reliability **What happened:** In the second call, you failed to capture the customer's email address, creating dependency on an unconfirmed prior email thread. **What good looks like:** - Proactively ask for and confirm all required contact details (email, phone) at the start of the call. - Repeat the email address back to the customer for verification. - Document the confirmed email in the ticket and use it for all future correspondence. > **[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)** --- ## Next Week's Focus 1. **Start every refund/inquiry call by collecting serial number and warranty status** — treat this as a non-negotiable first step. 2. **Capture and verify all contact details upfront** — ask for email, repeat it back, and confirm it's correct before proceeding. 3. **Define clear, specific next steps** — avoid phrases like “we’ll email you” without stating *what* will be emailed and *when*. 4. **Avoid unnecessary troubleshooting when the customer has already decided to stop using the product** — respect the customer’s decision and focus on resolution path (refund/RMA) rather than re-opening technical discussion. --- ## Technical Accuracy ### **Improvement** Failed to collect serial number despite its necessity for warranty and refund processing. Did not verify or discuss warranty status, a critical protocol step for refund or RMA eligibility. [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) ### **Improvement** Failed to capture the customer's email address for follow-up, risking loss of contact. Did not set a specific callback time or date, leaving next steps ambiguous. [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) ### **Improvement** Suggested unnecessary troubleshooting after customer clearly stated they are no longer using the product and have switched to a competitor. [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) --- ## Coaching Moments ### **Improvement** > “I've spent too much time on this troubleshooting issue, and I've already switched to the competition product and worked smooth, and I have no more time to troubleshoot anything. Exactly. I was waiting for your support weeks ago. And I lost too much time on that. We were debunking a lot of things. And yeah, I have no time to do that. I've been called for asking me the same question, you see. This is the problem,” The customer clearly indicated they no longer wish to troubleshoot and have moved to a competitor. Continuing to suggest troubleshooting steps was counterproductive. Instead, acknowledge their decision, pivot immediately to refund/RMA options, and avoid any further technical discussion. [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) --- ## Escalation Lessons: What L2 Did There were no escalated cases this week to provide Level 2 resolution insights. --- ## Coach Appendix *Internal coaching context only — not for agent distribution.* - **Highest-signal trend:** Protocol compliance gaps centered on missing serial/warranty verification and unreliable contact capture for follow-up. These are foundational for efficient refund processing and preventing lost communication. - **Key pattern to address:** The agent tends to proceed with resolution paths (e.g., refund discussion) before completing essential protocol steps (serial number, warranty check). This creates risk of delayed or denied refunds and additional follow-up work. - **Evidence referenced:** All points above are derived from the two calls reviewed this week, specifically the protocol scores, technical context notes, and customer statements captured in the transcripts. No new quotes introduced beyond those already surfaced in the report. Quote governance rules (verbatim, redacted) were strictly followed.