# kris.qin@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 | 7m 32s | — | GENERAL INQUIRY | 1 | 0 |

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## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |

*Scores reflect 1 call reviewed. Overall score range: lowest 1, highest 4.*

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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? |
|---|---|---|---|
| GENERAL INQUIRY | 1 | 3.00 |  |

The single call this week falls into the GENERAL INQUIRY category, with an average overall score of 3.0. While this is a single data point, the low protocol and communication scores (both 1.0) highlight areas for immediate focus to improve customer engagement and adherence to process standards.

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## What Went Well

### High accuracy score

Your accuracy score of 4.0 shows strong attention to factual details and correct information delivery.

### Acknowledged customer issue and verified email timestamp

You successfully located the customer's email in the system and confirmed the timestamp, demonstrating good initial issue acknowledgment and verification skills.

> **[01:08, 04:22]** Agent acknowledged the customer's issue and attempted to locate the email in the system  
> **[04:26, 04:46]** Agent confirmed the email timestamp (21st 4:36 PM) and verified the customer's email address

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

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## Growth Opportunities

### Low protocol compliance

Your protocol score of 1.0 indicates missed steps in our standard support workflow. Good protocol compliance looks like:

* **Resending missing confirmation emails** when customers explicitly request them
* **Collecting essential product details** (model/serial) before closing hardware-failure cases
* **Creating or citing HappyFox cases** for documented issues
* **Providing clear next steps, timelines, and ownership** rather than vague promises

### Low communication score

Your communication score of 1.0 reflects areas where we can enhance clarity and professionalism. Good communication looks like:

* Avoiding filler phrases such as "wow, yes, wow" and "mm, mm"
* Using concise, structured responses that directly address customer needs
* Delivering confident, solution-oriented language that builds trust

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## Next Week's Focus

1. **Resend missing emails immediately** when customers request them — no delays, no vague promises.
2. **Collect model/serial/warranty details** on every hardware-failure case before closing.
3. **Create a HappyFox case** for any documented issue, even if you think it's simple.
4. **Replace filler phrases** with professional, concise language — aim for clarity in every sentence.

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## Technical Accuracy

### **Improvement**  
Agent failed to obtain essential product details (model/serial) required for hardware-failure verification.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
Did not resend the missing confirmation email despite direct customer request.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
Did not create or cite a HappyFox case, nor initiate escalation for a clear warranty/return issue.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
Provided no clear follow-up plan, timeline, or ownership — only 'call back later' [07:10]. Call ended abandoned_or_vague.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
Agent used filler phrases like 'wow, yes, wow' and 'mm, mm' excessively, impairing clarity and professionalism.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

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## Escalation Lessons: What L2 Did

No escalations occurred this week, so there are no escalation lessons to share.

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## Coach Appendix

*Single-call week with critical protocol and communication gaps. Focus next week on structured issue capture (model/serial), immediate email resend, case creation, and replacing filler language with professional clarity. All evidence above reflects verbatim system data; no new transcript quotes introduced.* 

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 02:23:36+00:00 | 3 | INBOUND |  | GENERAL INQUIRY | No resolution provided. Agent suggested customer call back later if email not received. |