### 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. [#LTS00131006](https://linksys.happyfox.com/staff/ticket/131006/) - **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? [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/) --- ### 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. [#LTS00131174](https://linksys.happyfox.com/staff/ticket/131174/) - **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. [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) --- ### 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. [#LTS00131006](https://linksys.happyfox.com/staff/ticket/131006/) - **Improvement** > Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series. [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) - **Improvement** > Failed to verify warranty status or support eligibility before suggesting paid hardware purchase, violating protocol for product-specific support. [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/) - **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. [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/) --- ### Coaching Moments - **Strength** > We recommend that you call us again when you are near the product. [#LTS00131006](https://linksys.happyfox.com/staff/ticket/131006/) - **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? [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/) --- ### 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](https://linksys.happyfox.com/staff/ticket/131006/) | 2026-05-27 07:10:27+00:00 | 3.00 | INBOUND | LN1400 | SETUP | ↻ Callback set | | [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/) | 2026-05-28 02:45:05+00:00 | 1.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ⏳ Pending | | [#LTS00131174](https://linksys.happyfox.com/staff/ticket/131174/) | 2026-05-28 04:11:08+00:00 | 3.00 | INBOUND | MX4200 | SETUP | ↻ Callback set | | [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) | 2026-05-28 07:00:31+00:00 | 3.00 | INBOUND | E8450 | HARDWARE | ⏳ Pending |