### weiyu.zeng@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 | 18m 12s | FGW5500 | HARDWARE | 3 | 2 |

---

### ## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 3 |
| Protocol | 2.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 2.63 | 3 |

*3 calls reviewed. Score range: 1.9 – 3.0.*

---

### ## Where Time Goes

**Models Supported**

| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| FGW5500 | 1 | 22m 04s | 3.00 | 3.00 | 2.00 | 2.00 |
| MX6200 | 1 | 15m 52s | 1.90 | 1.00 | 2.00 | 1.00 |
| MBE7000 | 1 | 16m 39s | 3.00 | 2.00 | 2.00 | 2.00 |

*Slowest models: FGW5500 (22m 04s), MX6200 (15m 52s). The MX6200 call had the lowest scores across accuracy and communication, indicating a need for focused improvement on this model.*

**Problem Categories**

| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 18m 58s | 2.45 | 2.00 | 2.00 | 1.50 | ✓ |
| SETUP | 1 | 16m 39s | 3.00 | 2.00 | 2.00 | 2.00 |  |

*The HARDWARE category shows lower average scores (especially communication) and longer handle times, suggesting a need for more structured troubleshooting and clearer explanations for hardware-related issues.*

---

### ## Week-over-Week Movement

*No prior-week comparison exists.*

---

### ## What Went Well

1. **Accurate product identification**  
   > Correctly identified the product model (FGW5500) from customer statement.  
   [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/)

2. **Clear warranty process explanation**  
   > Explained the warranty claim process clearly and provided a realistic timeline (1-2 business days).  
   [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/)

---

### ## Growth Opportunities

1. **Complete troubleshooting for 4G/5G routers**  
   *What went well:* You identified hardware issues and initiated warranty claims.  
   *What “good” looks like:* Before concluding hardware failure, always verify SIM/WAN status, perform a modem power-cycle, and check firmware. This prevents premature escalations and builds customer confidence.  
   > Did not verify SIM card status or WAN connection, which are critical for 4G/5G routers like the FGW5500.  
   [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/)

2. **Use correct reset procedures and avoid redundant steps**  
   *What went well:* You guided customers through resets and collected necessary information.  
   *What “good” looks like:* Use the correct reset duration (e.g., ~10 seconds for MX6200, not 20 seconds) and avoid repeating power cycles without new diagnostic value. This keeps calls efficient and accurate.  
   > Provided wrong reset duration for MX6200 (~20s instead of ~10s). Performed three redundant 30-second power-cycle loops without learning new information.  
   [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/)

---

### ## Next Week's Focus

- **Verify WAN/SIM status** on all 4G/5G routers before concluding hardware failure.  
- **Use precise reset durations** according to device-specific KB articles.  
- **Avoid redundant power cycles**; perform one power-cycle, assess results, then decide next steps.  
- **Confirm warranty eligibility** before initiating replacement processes.

---

### ## Technical Accuracy

**Improvement**  
> Failed to verify the correct admin URL for MBE7000 — should be http://myrouter.info, not [REDACTED_PHONE]. Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).  
[#LTS00131189](https://linksys.happyfox.com/staff/ticket/131189/)

**Improvement**  
> Provided incorrect reset duration for MX6200 (~20s instead of ~10s). Used non-existent term 'Nauta' multiple times, creating confusion. Performed redundant power-cycle loops without diagnostic purpose.  
[#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/)

**Improvement**  
> Did not verify SIM card status or WAN connection for FGW5500, critical for 4G/5G routers. Provided unclear reset duration (10s instead of 10-15s).  
[#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/)

---

### ## Coaching Moments

**Improvement**  
> Failed to verify the correct admin URL for MBE7000 — should be http://myrouter.info, not [REDACTED_PHONE]. Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).  
[#LTS00131189](https://linksys.happyfox.com/staff/ticket/131189/)

---

### ## Escalation Lessons: What L2 Did

### [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/) — Resolved by Level 2

- **What L1 saw:** Customer reported a red globe light (no signal) and poor Wi‑Fi performance on an FGW5500. L1 performed a reset, failed to locate the Wi‑Fi SSID, and concluded hardware failure.  
- **Why it escalated:** The case was escalated because L1 did not verify SIM/WAN status or perform a modem power‑cycle—both essential for 4G/5G routers.  
- **What L2 did:** L2 likely verified SIM/WAN status, performed a structured power‑cycle, and confirmed hardware fault before initiating warranty replacement.  
- **Current state:** Resolved via warranty claim.  
- **L1 learning points:**  
  1. Always verify SIM/WAN status and perform a modem power‑cycle on 4G/5G routers.  
  2. Use the correct reset duration (10‑15 seconds) and document steps taken.  
  3. Only conclude hardware failure after completing these checks.

### [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/) — Resolved by Level 2

- **What L1 saw:** MX6200 Velop 6E was not broadcasting its Wi‑Fi SSID. L1 performed an incorrect 20‑second reset and three redundant power cycles.  
- **Why it escalated:** Escalation occurred due to incorrect reset guidance and redundant troubleshooting steps that did not yield new information.  
- **What L2 did:** L2 likely used the correct ~10‑second reset, verified LED behavior, and confirmed hardware fault before proceeding with warranty replacement.  
- **Current state:** Resolved via warranty claim.  
- **L1 learning points:**  
  1. Use device‑specific reset durations (~10 seconds for MX6200).  
  2. Avoid repeating power cycles without new diagnostic intent.  
  3. Confirm warranty eligibility before initiating replacement.

---

### ## Coach Appendix

- **Highest-signal weekly trend:** Hardware-related calls dominated the week, with inconsistent troubleshooting accuracy and communication scores. Focus should remain on structured hardware diagnostics, especially for 4G/5G routers and correct reset procedures.
- **Recurring technical pattern:** Incomplete verification of WAN/SIM status and incorrect reset durations led to premature hardware conclusions. This pattern should inform the next coaching conversation, emphasizing device-specific troubleshooting flows and the importance of warranty verification before escalation.

---

### ## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/) | 2026-05-27 07:30:47+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | ↑ Escalated |
| [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/) | 2026-05-28 02:08:02+00:00 | 1.90 | INBOUND | MX6200 | HARDWARE | ↑ Escalated |
| [#LTS00131189](https://linksys.happyfox.com/staff/ticket/131189/) | 2026-05-28 06:51:08+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | ↻ Callback set |