# xiaoge.ji@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 |
|---|---|---|---|---|---|
| 3 | 8m 00s | MR7500 | HARDWARE | 2 | 1 |

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## Scorecard

| Dimension   | This Week | Calls Reviewed |
|-------------|-----------|----------------|
| Accuracy    | 3.00      | 3              |
| Protocol    | 1.00      | 3              |
| Communication | 1.67    | 3              |
| Overall     | 2.33      | 3              |

*3 calls reviewed. Score range: 1.0 – 3.0*

---

## This Week's Coverage

### Models Supported

| Model   | Calls | Avg Score |
|---------|-------|-----------|
| MR7500  | 2     | 3.0       |

*No models scored below 2.5. The MR7500 calls performed adequately overall, but protocol and communication scores indicate room for improvement in case handling and customer interaction.*

### Problem Categories

| Category  | Calls | Avg Score | Focus Area? |
|-----------|-------|-----------|-------------|
| HARDWARE  | 2     | 3.0       |             |
| SETUP     | 1     | 1.0       | ✓           |

*The SETUP category shows a critical weakness with an average score of 1.0. This suggests a need for focused training on product identification and setup procedures to avoid misguidance and improve resolution rates.*

---

## What Went Well

- **Accurate product identification in hardware cases**  
  You correctly identified the MR7500 model during the hardware issue call, which is essential for appropriate case handling and escalation.  
  > “My Wi‑Fi Router has a problem. […] The power on light, whether red or blue, is not lighting up.”  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Growth Opportunities

1. **Product misidentification leading to incorrect guidance**  
   Misidentifying the Velop MX2000 as a “mouse” or “loader” caused confusion and incorrect instructions. Always verify the exact product model before proceeding.  
   > “How many units do you have? Mouse.”  
   [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)

2. **Failure to perform basic troubleshooting**  
   For non‑responsive routers, basic checks (power cycle, adapter test) should always be attempted before escalation. Skipping these steps delays resolution and frustrates customers.  
   > “The power on light, whether red or blue, is not lighting up. Actually it was working fine and then suddenly became like this.”  
   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Next Week's Focus

- **Double-check product model early** in every call. Confirm the exact model and avoid assumptions based on customer descriptions.
- **Run basic hardware checks** (power cycle, adapter swap, LED observation) for any non‑responsive device before escalating.
- **Document all actions** clearly in HappyFox, including serial numbers, warranty status, and next steps provided to the customer.
- **Practice empathy and active listening**—acknowledge the customer’s frustration and reassure them that you’re working to resolve the issue.

---

## Technical Accuracy

- **Improvement**  
  Agent misidentified Velop MX2000 as a 'mouse' or 'loader' and provided incorrect reset instructions (15 seconds instead of 10). Correct product identification and reset procedures are critical for setup issues ([#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)).
- **Improvement**  
  Agent failed to perform any troubleshooting for a non-responsive router (power LED issue) and did not collect essential device information (model, serial, warranty). Basic troubleshooting and warranty verification are required for hardware cases ([#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)).
- **Improvement**  
  Agent directed customer to call PAT DATA without providing a case number or confirming the correct escalation path, leaving the customer to restart the process. Case management protocol requires providing clear next steps and references ([#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)).

---

## Coaching Moments

- **Improvement**  
  > “How many units do you have? Mouse.”  
  Misidentifying the product as a “mouse” led to confusion and incorrect guidance. Always verify the exact product model before proceeding.  
  [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)

---

## Escalation Lessons: What L2 Did

### [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) — Resolved by Level 2

- **What L1 saw:** Customer reported a power LED issue on an MR7500 that suddenly stopped working. L1 confirmed an email was sent but did not perform any troubleshooting, collect product details, or verify warranty status.
- **Why it escalated:** The case lacked essential information (model, serial, warranty) and L1 did not attempt basic troubleshooting before escalating.
- **What L2 did:** L2 reviewed the case, confirmed warranty eligibility, and coordinated a hardware replacement through TagBeta. They also provided clear next steps for the customer.
- **Current state:** The case is marked as resolved after the customer was directed to TagBeta for replacement.
- **L1 learning points:**  
  1. Always collect model, serial number, and warranty information for hardware issues.  
  2. Perform basic troubleshooting (power cycle, adapter check) before escalating.  
  3. When escalating, provide all relevant details and a clear next-step reference for the customer.

---

## Coach Appendix

*Highest-signal trend:* Consistent product misidentification and insufficient basic troubleshooting before escalation, particularly in setup and hardware cases. Focus next week on early model confirmation and running standard diagnostic steps for power/LED issues. Ensure all escalations include complete case context and customer references.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/) | 2026-05-26 01:00:16 | 1.0 | INBOUND | MX2000 | SETUP | Agent promised to email a setup guide within 48 hours; no fix confirmed and no troubleshooting path completed. |
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-26 03:05:32 | 3.0 | INBOUND |  | HARDWARE | ↑ Escalated |
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-26 03:38:28 | 3.0 | INBOUND | MR7500 | HARDWARE | Advised customer to call PAT DATA (256-516-82) to follow up on replacement or refund status. |