Xiao Ge Ji — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Note: Scores reflect performance across 4 calls. The overall score ranges from 1 (lowest) to 4 (highest).

This Week's Coverage

Models Supported

Lower scores on the MX5300 call suggest a need to strengthen familiarity with this model’s mesh behavior and troubleshooting paths.

Problem Categories

The single call in the “NO TROUBLESHOOTING NEEDED” category scored low (1.5). This pattern suggests that when customers present theoretical or non-actionable scenarios (e.g., mesh signal questions without concrete symptoms), the agent needs clearer guidance on how to either redirect to self-help resources or collect actionable data.

What Went Well

Accurate model identification

Agent correctly identified and recorded the model number (E8450) and serial number (38D1033B01983).

This attention to detail ensures the right knowledge base and warranty information is applied.

#LTS00131191

Proactive callback setup

Agent proactively recorded customer's phone number and name to ensure continuity on callback.

This habit helps keep cases moving forward when customers cannot resolve issues immediately.

#LTS00131174

Polite and patient tone

The agent maintained a respectful, calm demeanor even during challenging interactions, such as when a customer expressed frustration about a non-responsive router. This approach helps de-escalate tension and keeps the customer engaged in the support process.

Growth Opportunities

Correct technical procedures (resets)

The agent used an incorrect factory-reset duration (20–30 seconds) for the EA8450 model. Good looks like: always verifying the exact reset time in the product-specific KB before guiding customers — for EA series, the correct reset is a 10-second hold.

Agent instructed incorrect reset duration (20–30 seconds) for EA8450; KB specifies 10 seconds for factory reset.

#LTS00131191

Collecting essential product details

In several calls, the agent did not capture critical information such as model number, serial number, or warranty status before proceeding with guidance. Good looks like: confirming the exact product model and, when relevant, the serial number within the first 30 seconds of the call, and verifying warranty eligibility before suggesting hardware purchases or advanced troubleshooting.

Failed to collect essential product information (model/serial) despite multiple opportunities.

#LTS00131006

Next Week's Focus

1. Start every call with a quick model/serial check — ask for the model number up front and record it before diving into troubleshooting.
2. Reference KB reset times before guiding customers — verify the exact duration for each product family and share it clearly.
3. When customers ask theoretical questions (e.g., mesh signal behavior), redirect to self-help articles or ask for concrete symptoms — this keeps the conversation action-oriented.
4. Confirm warranty status before suggesting hardware purchases or advanced diagnostics — this avoids mismatched expectations and keeps the focus on free, in-warranty support first.

Technical Accuracy

Improvement

Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series.

Note: The agent used a longer reset duration than documented, which can confuse customers and potentially lead to unnecessary repeats. Always verify reset times in product-specific KB articles before guiding customers.

#LTS00131191

Improvement

Failed to collect serial number, warranty status, or case number despite discussing hardware purchase and topology advice. No diagnostic steps performed.

Note: Skipping serial number and warranty checks before suggesting paid options risks violating policy and can delay resolution. Collect these details early, especially when hardware replacement or advanced diagnostics are on the table.

#LTS00131167

Improvement

Failed to follow standard Wi-Fi connectivity troubleshooting process for TV detection issues. Provided irrelevant instructions about resetting a laptop instead of focusing on the router or TV.

Note: For TV connectivity problems, the standard flow should start with router LED status, Wi-Fi SSID visibility, and basic connectivity tests on the TV itself — not laptop resets.

#LTS00131006

Coaching Moments

Strength

Agent maintained a polite and patient tone throughout the call.

Note: Even when the customer was frustrated about a non-responsive router, the agent remained calm and respectful, helping keep the conversation constructive.

#LTS00131191

Strength

Agent set clear expectation for callback during business hours [04:37], providing a concrete next step.

Note: Giving a specific time frame helps customers plan their follow-up and reduces ambiguity.

#LTS00131006

Improvement

Mis-captured the customer's email address multiple times [05:09–05:54].

Note: Double-checking contact details before closing a call prevents follow-up failures. A quick re-read aloud can catch typos early.

#LTS00131006

Improvement

Repeated customer statements verbatim without adding value or advancing troubleshooting [e.g., 01:12–01:13, 04:20–04:22].

Note: Echoing the customer can feel supportive, but it should be paired with paraphrasing, summarizing, or moving the conversation forward.

#LTS00131167

Improvement

Poor call control: used excessive filler ('yes, yes, okay, okay'), failed to restate issue, and allowed fragmented dialogue.

Note: Structured calls with clear acknowledgments and issue restatements improve efficiency and reduce confusion for both parties.

#LTS00131174

Escalation Lessons: What L2 Did

No escalated cases were recorded for this week, so there are no L2 resolution patterns to review. All cases remained at Level 1, providing an opportunity to strengthen frontline troubleshooting before escalation becomes necessary.

Coach Appendix

Key trend: The week’s lowest overall score (1.5) came from a call where the agent struggled to manage a theoretical, non-actionable scenario and omitted essential product data collection. This highlights a need for clearer protocols when customers present abstract questions or lack immediate access to hardware.

Next coaching focus: Reinforce the “model first” habit and practice redirecting abstract mesh-signal questions to self-help resources unless the customer can provide concrete symptoms (e.g., LED behavior, signal strength readings). This will reduce unresolved calls and improve protocol adherence.

This Week's Calls