Zhiliang Chen — 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 | 45m 57s | MX5300 | SETUP | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.33 | 3 |
| Protocol | 1.67 | 3 |
| Communication | 1.67 | 3 |
| Overall | 2.00 | 3 |
3 calls reviewed. Score range: lowest 1.00, highest 3.00.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MX5300 | 3 | 59m 30s | 1.67 | 1.00 | 1.67 | 1.67 |
| MBE7000 | 1 | 4m 16s | 1.90 | 1.00 | 2.00 | 2.00 |
MX5300 takes the most time and shows the lowest scores, indicating a need for focused improvement on this product.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 4 | 45m 57s | 2.00 | 1.33 | 1.67 | 1.67 | ✓ |
The SETUP category is both the slowest and lowest-scoring, suggesting that improving setup guidance and efficiency will have a significant impact.
What Went Well
- Persistence through customer confusion: In call #LTS00131366, despite initial confusion and looping, the agent eventually guided the customer to correct cable connections and achieve a solid blue LED status, confirming resolution.
Growth Opportunities
- Incorrect technical guidance and UI navigation: In call #LTS00130811, the agent provided materially incorrect technical guidance by inventing a non-existent 'CA' button in the MBE7000 admin UI, directly contradicting KB guidance. What better looks like: Always verify UI elements against the latest KB before instructing customers. When in doubt, refer to the official support site or escalate for clarification.
Next Week's Focus
- Verify all UI elements against the latest KB before instructing customers.
- Collect product model and serial number at the start of setup calls to avoid misdirected troubleshooting.
- Use structured troubleshooting scripts for setup issues to ensure completeness and avoid looping.
- Practice active listening to confirm customer language preference and avoid unnecessary prompts.
Technical Accuracy
Improvement
Provided incorrect UI guidance by inventing a non-existent 'CA' button in the MBE7000 admin UI, contradicting KB guidance.
Improvement
Failed to engage with the customer, repeatedly playing automated prompts instead of providing troubleshooting steps for MX5300 setup issue.
Improvement
Incorrectly validated non-standard LED colors (purple/pink) as reset modes, contradicting standard Linksys indicators.
Strength
Successfully guided customer through factory reset, cable connections, and login to admin page, achieving solid blue LED status.
Coaching Moments
Strength
Persisted through customer confusion and eventually guided them to correct cable connections [85:49–86:13]. Successfully guided customer to complete Wi-Fi setup and achieve solid blue LED status [99:10].
Escalation Lessons: What L2 Did
No escalation learning available this week.
Coach Appendix
Highest-signal weekly trend: Setup calls dominate handling time and show the lowest accuracy and overall scores. Focus next week on improving technical accuracy and engagement in setup scenarios, particularly for MX5300. Review KB for UI elements and standard LED indicators before guiding customers.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130811 | 2026-05-26 01:04:37+00:00 | 1.9 | INBOUND | MBE7000 | SETUP | ⚠ Closed incorrectly |
| #LTS00131366 | 2026-05-29 04:53:05+00:00 | 1.0 | INBOUND | MX5300 | SETUP | ⚠ Closed incorrectly |
| #LTS00131366 | 2026-05-29 05:03:03+00:00 | — | INBOUND | MX5300 | SETUP | — |
| #LTS00131366 | 2026-05-29 05:18:19+00:00 | 3.0 | INBOUND | MX5300 | SETUP | ✓ Resolved |