Xiao Ge Ji — 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 |
|---|---|---|---|---|---|
| 4 | 9m 50s | MX5300 | SETUP | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 4 |
| Protocol | 1.75 | 4 |
| Communication | 2.00 | 4 |
| Overall | 2.63 | 4 |
4 calls reviewed. Score range: 1.50 – 3.00.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| E8450 | 1 | 22m 58s | 3.00 | 2.00 | 2.00 | 3.00 |
| LN1400 | 1 | 7m 16s | 3.00 | 3.00 | 2.00 | 2.00 |
| MX5300 | 1 | 5m 42s | 1.50 | 3.00 | 1.00 | 1.00 |
| MX4200 | 1 | 4m 24s | 3.00 | 4.00 | 2.00 | 2.00 |
The E8450 call took significantly longer than others, largely due to extended troubleshooting attempts and a complex recovery method that wasn’t aligned with KB guidance. This call also had the lowest accuracy score, indicating a mismatch between the steps taken and expected outcomes.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 5m 42s | 1.50 | 3.00 | 1.00 | 1.00 | ✓ |
| SETUP | 2 | 5m 50s | 3.00 | 3.50 | 2.00 | 2.00 | |
| HARDWARE | 1 | 22m 58s | 3.00 | 2.00 | 2.00 | 3.00 |
The NO TROUBLESHOOTING NEEDED category shows a clear pattern of low protocol and communication scores. The agent struggled to collect essential product details and failed to follow a structured troubleshooting flow, leading to a passive and repetitive call style.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
- Proactive callback setup: The agent maintained a polite and patient tone and set clear expectations for callback during business hours.
> We recommend that you call us again when you are near the product.
- Correct technical guidance on mesh topology: The agent correctly confirmed that adding a middle node can improve backhaul signal in a mesh network, consistent with Linksys KB for Velop systems.
> So what you mean is, you have two satellite units, A and B. And then, that point B will be a bit weaker, right?
Growth Opportunities
- Failure to collect essential product details: The agent missed multiple opportunities to gather critical product information (model/serial), which is essential for accurate troubleshooting and support.
> There is a model number on the bottom of the device.
- Incorrect troubleshooting procedures: The agent used an incorrect factory-reset procedure (20–30s hold instead of 10s) for the EA8450 model, which is specified in KB documentation.
> Attempted factory reset with 20-second hold.
Next Week's Focus
- Always collect model and serial numbers early in the call, especially before providing any technical guidance.
- Follow KB-specified reset durations: For EA series devices, use a 10-second factory reset, not 20–30 seconds.
- Implement structured troubleshooting flows for mesh performance issues, starting with signal strength checks and admin UI access.
- Reduce passive dialogue by taking control of the conversation and clearly stating next steps.
Technical Accuracy
- Improvement
> Failed to collect essential product details (model/serial) despite multiple opportunities, violating protocol for product-specific support.
- Improvement
> Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series.
- Improvement
> Failed to verify warranty status or support eligibility before suggesting paid hardware purchase, violating protocol for product-specific support.
- Improvement
> No diagnostic steps (e.g., signal strength check, admin UI access, firmware version) were performed to assess current network health for mesh performance issue.
Coaching Moments
- Strength
> We recommend that you call us again when you are near the product.
- Strength
> So what you mean is, you have two satellite units, A and B. And then, that point B will be a bit weaker, right?
Escalation Lessons: What L2 Did
No escalated cases were identified this week.
Coach Appendix
- The week’s highest-signal trend is the consistent failure to collect essential product details, which directly impacts troubleshooting accuracy and call efficiency. This pattern should be prioritized in the next coaching conversation, with a focus on reinforcing the importance of early model/serial collection and structured troubleshooting flows.
- The agent’s communication scores were consistently low, indicating a need to reduce passive dialogue and improve call control. Practical exercises on active listening and structured question framing could help shift this pattern.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131006 | 2026-05-27 07:10:27+00:00 | 3.00 | INBOUND | LN1400 | SETUP | ↻ Callback set |
| #LTS00131167 | 2026-05-28 02:45:05+00:00 | 1.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ⏳ Pending |
| #LTS00131174 | 2026-05-28 04:11:08+00:00 | 3.00 | INBOUND | MX4200 | SETUP | ↻ Callback set |
| #LTS00131191 | 2026-05-28 07:00:31+00:00 | 3.00 | INBOUND | E8450 | HARDWARE | ⏳ Pending |