Xiangjie Zhang — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

4 calls reviewed; overall score range: 1.2 – 3.0

Where Time Goes

Models Supported

MX5300 dominates call volume and time; scores are consistently below average across all dimensions, indicating a need for focused improvement on this model.

Problem Categories

CONNECTIVITY calls are both numerous and time-consuming, with low overall and accuracy scores. This is a clear focus area for next week.

Week-over-Week Movement

No prior-week comparison data available.

What Went Well

• Accurate model identification

> You can... we... our other VLAB models can all work. You don't necessarily have to get the 5350.

#LTS00130823

• Basic troubleshooting steps

> Sir, what model of device do you have?

#LTS00131168

Growth Opportunities

• Contradictory and vague guidance

> No, you must stick with the VLAB series. Because we have other series that can work together, but they use different technology, so that kind won't be supported. Our white cylindrical ones can all work.

#LTS00130823

What better looks like: Provide a clear, verified compatibility list or direct the customer to a knowledge-base article. Avoid mixed messages about product series.

• Lack of follow-up and documentation

> Agent confirmed MX5300 can serve as primary router due to better performance, but gave no definitive compatibility list or follow-up resources.

#LTS00130823

What better looks like: Always create a HappyFox case, document the interaction, and provide next steps or self-help resources in writing (email, KB article, or follow-up call).

Next Week's Focus

• Create a HappyFox case for every call that requires follow-up, even if the issue seems minor.
• Before giving technical advice, verify the exact product model, serial number, and warranty status.
• Use knowledge-base articles to support guidance — especially for compatibility questions — and share the link with the customer.
• When handling CONNECTIVITY issues, always verify modem/WAN connectivity first.

Technical Accuracy

Improvement

• Incorrect reset time for MX series (20 seconds instead of ~10 seconds) — contradicts KB guidance.

#LTS00131186

Improvement

• Failed to verify modem/WAN connectivity, a critical first step in Internet/WAN Setup issues.

#LTS00131186

Improvement

• Did not confirm serial number, warranty status, or RMA eligibility despite customer inquiry about repair procedure.

#LTS00131168

Improvement

• Contradictory guidance on model compatibility without verifying customer's exact product or warranty status.

#LTS00130823

Coaching Moments

Strength

You can... we... our other VLAB models can all work. You don't necessarily have to get the 5350.

#LTS00130823

Strength

Sir, what model of device do you have?

#LTS00131168

Escalation Lessons: What L2 Did

No escalation learning data available this week.

Coach Appendix

• Weekly trend: MX5300 connectivity issues dominate call volume and time, with consistently low accuracy and overall scores. The agent needs to focus on precise technical guidance, documentation, and verification of modem/WAN connectivity before proceeding.
• Key pattern: Multiple calls lacked HappyFox case creation and clear next steps, leading to unresolved issues and customer follow-up needs. This pattern should inform the next coaching conversation, emphasizing case documentation and structured follow-up plans.

This Week's Calls