# xiangjie.zhang@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 | |---|---|---|---|---|---| | 5 | 9m 19s | MBE7000 | HARDWARE | 5 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 3.20 | 5 | | Protocol | 1.80 | 5 | | Communication | 2.00 | 5 | | Overall | 2.50 | 5 | *Scores reflect the agent’s performance across 5 calls reviewed. Overall scores ranged from **1.7 to 3.0**.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MBE7000 | 2 | 3.00 | | FGHSAX1800 | 1 | 1.70 | | MX2000 | 1 | 1.80 | | FGW5500 | 1 | 3.00 | Lower scores on **FGHSAX1800** and **MX2000** calls suggest a need for deeper familiarity with reset procedures and mesh-node recovery for these models. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | HARDWARE | 2 | 2.40 | ✓ | | CONNECTIVITY | 1 | 1.70 | ✓ | | ACCESS | 1 | 3.00 | | | GENERAL INQUIRY | 1 | 3.00 | | **Hardware and Connectivity** categories show lower average scores and are marked for focused improvement. These areas suggest opportunities to strengthen troubleshooting accuracy and protocol adherence. --- ## What Went Well ### Accurate technical guidance for MBE7000 reset The agent provided clear, model-specific reset instructions for the MBE7000, including important cautions about factory reset impacts. This aligns with KB guidance and supports customers in safely recovering their devices. > **[#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/)** --- ## Growth Opportunities ### Avoid providing incorrect reset instructions In one call, the agent gave a reset procedure (WPS + power button for 5 seconds) that contradicts KB guidance for the FGHSAX1800. This mismatch can lead to unresolved issues and customer frustration. **Good looks like:** verifying the exact model before recommending resets, referencing the KB for model-specific steps, and confirming the reset actually resolved the problem before closing. > **[#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/)** ### Collect essential product details early Several calls lacked critical information such as product model, serial number, or warranty status, especially in repair/replacement scenarios. **Good looks like:** proactively asking for model/serial early, confirming warranty eligibility, and documenting these details in the ticket before proceeding with troubleshooting or escalation. > **[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)** > **[#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/)** --- ## Next Week's Focus 1. **Verify model and serial number in the first 30 seconds** of every call involving hardware or connectivity issues. 2. **Cross-check reset procedures with the KB** before instructing customers, especially for AX/Max-Stream and Velop devices. 3. **Set clear, specific follow-up times** (e.g., “I’ll email you by 3 PM today”) instead of vague promises. 4. **Document warranty status and collect RMA-eligible information** early in repair-related cases. --- ## Technical Accuracy ### **Improvement** Incorrect reset instructions for FGHSAX1800 led to unresolved issue. **[#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/)** ### **Improvement** Incorrect reset instructions for MX2000 led to unresolved issue. **[#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/)** ### **Improvement** Failed to collect product model, serial number, or warranty information in repair-related call. **[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)** ### **Strength** Accurate technical guidance for MBE7000 reset. **[#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/)** --- ## Escalation Lessons: What L2 Did ### [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) — Resolved by Level 2 - **What L1 saw:** Customer’s Linksys app showed zero devices and zero mesh nodes after a reinstallation; the agent could not verify login method, admin access, or basic diagnostics. - **Why it escalated:** L1 did not collect model details, skipped structured troubleshooting (e.g., checking mesh-node LEDs, app version, firmware), and escalated after minimal diagnostic effort. - **What L2 did:** L2 likely investigated backend service status, verified mesh topology via serial numbers, and possibly tested app compatibility or firmware. The ticket was eventually resolved. - **Current state:** Resolved. - **L1 learning points:** 1. Always confirm the exact product model and serial number before escalation. 2. For app-related issues, verify login method (email vs. router password), check local admin access (myrouter.local), and inspect mesh-node LEDs. 3. Run basic troubleshooting (power cycles, firmware checks) before escalating to avoid unnecessary handoffs. --- ## Coach Appendix *The agent’s week was characterized by a mix of solid technical moments (MBE7000 reset guidance) and recurring gaps in model verification and protocol adherence. Focus for next week should be on early data collection and KB-aligned troubleshooting, especially for reset procedures on AX/Max-Stream and Velop devices. The single escalation highlights the cost of skipping basic diagnostics.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) | 2026-05-26 01:22 | 1.7 | INBOUND | FGHSAX1800 | CONNECTIVITY | Pending | | [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/) | 2026-05-26 04:36 | 1.8 | INBOUND | MX2000 | HARDWARE | Pending | | [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) | 2026-05-27 03:24 | 3.0 | INBOUND | FGW5500 | HARDWARE | Callback set | | [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 02:56 | 3.0 | INBOUND | | GENERAL INQUIRY | Pending | | [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) | 2026-05-29 01:15 | 3.0 | INBOUND | MBE7000 | ACCESS | ↑ Escalated |