xiangjie.zhang@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 |
|---|---|---|---|---|---|
| 5 | 9m 19s | MBE7000 | HARDWARE | 5 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.20 | 5 |
| Protocol | 1.80 | 5 |
| Communication | 2.00 | 5 |
| Overall | 2.50 | 5 |
5 calls reviewed. Score range: 1.70 – 3.00.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| FGHSAX1800 | 1 | 18m 42s | 1.70 | 1.00 | 2.00 | 2.00 |
| MBE7000 | 1 | 9m 04s | 3.00 | 4.00 | 2.00 | 2.00 |
| MX2000 | 1 | 5m 37s | 1.80 | 1.00 | 2.00 | 2.00 |
| FGW5500 | 1 | 4m 14s | 3.00 | 5.00 | 1.00 | 2.00 |
FGHSAX1800 and MX2000 stand out as the slowest models, both with low overall scores. This pattern suggests that troubleshooting steps for these models need refinement to improve efficiency and outcomes.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 4m 55s | 2.40 | 3.00 | 1.50 | 2.00 | ✓ |
| CONNECTIVITY | 1 | 18m 42s | 1.70 | 1.00 | 2.00 | 2.00 | ✓ |
| ACCESS | 1 | 9m 04s | 3.00 | 4.00 | 2.00 | 2.00 | |
| GENERAL INQUIRY | 1 | 8m 48s | 3.00 | 5.00 | 2.00 | 2.00 |
The HARDWARE and CONNECTIVITY categories are flagged for focus. Lower accuracy and protocol scores in these areas indicate a need for more precise troubleshooting and documentation, especially around reset procedures and mesh-node recovery.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
- Accurate technical resolution in hardware follow-up
> The agent confirmed an escalation was already in place and promised a callback within 1–2 days without performing any troubleshooting or collecting essential device details. The customer remained without internet service and received no actionable resolution path.
Growth Opportunities
- Correct reset instructions for AX/Max-Stream models
The agent provided incorrect reset instructions (WPS + power button for 5 seconds) that contradict the KB for AX/Max-Stream models (requires 10-second reset via reset button).
- Follow mesh-node recovery procedure
The agent gave materially wrong reset instructions for MX2000: advised 30-second on/off power cycles, which is not a documented recovery method in the KB. Correct procedure is 10-second reset until red LED appears.
Next Week's Focus
- Practice the correct 10-second reset procedure for AX/Max-Stream and MX2000 models and verify LED behavior before instructing customers.
- Always collect model, serial number, and firmware version early in calls involving hardware or connectivity issues.
- Use structured troubleshooting flows for mesh-node recovery (e.g., admin-page re-addition, power-cycle validation) before escalating.
- Set specific follow-up times (e.g., “We’ll call you by 3 PM today”) instead of vague windows.
Technical Accuracy
Improvement
Agent provided incorrect reset instructions for FGHSAX1800, leading to unresolved issue.
Improvement
Agent failed to follow mesh-node recovery procedure for MX2000, leading to unresolved issue.
Improvement
Agent did not collect product model or serial number in call involving repair confirmation, missing critical case documentation.
Coaching Moments
Strength
Accurate technical resolution in hardware follow-up
The agent confirmed an escalation was already in place and promised a callback within 1–2 days without performing any troubleshooting or collecting essential device details. The customer remained without internet service and received no actionable resolution path.
Escalation Lessons: What L2 Did
#LTS00131353 — Resolved by Level 2
- What L1 saw: Customer reported that the Linksys app shows zero devices and zero mesh nodes; cannot view connected device information.
- Why it escalated: L1 failed to perform meaningful troubleshooting, did not verify model, login method, or admin access, and escalated with only an email follow-up.
- Related call chain: This was a new escalation; no prior closures or handoffs were noted.
- What L2 did: L2 likely investigated backend server issues, verified app functionality, and determined that local diagnostics were needed.
- Current state: Resolved.
- L1 learning points:
1. Always verify the product model and serial number before troubleshooting.
2. Check app login method (email vs. router password) and ensure access to the admin page (myrouter.local).
3. Perform basic diagnostics (mesh node LED status, app version, firmware) before escalating.
Coach Appendix
- The week’s highest-signal trend is inconsistent troubleshooting accuracy, especially around reset procedures for AX/Max-Stream and mesh models. Focus on precise KB adherence and early collection of model/serial/firmware details to improve outcomes and reduce escalations.
- A recurring pattern is the omission of critical product identification in calls involving repairs or confirmations. Ensure model, serial, and warranty status are captured in every case note.
- Quote governance reminders: all transcript quotes must be verbatim from provided sources; no reconstruction or paraphrase is allowed.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130813 | 2026-05-26 01:22:55+00:00 | 1.70 | INBOUND | FGHSAX1800 | CONNECTIVITY | ⏳ Pending |
| #LTS00130821 | 2026-05-26 04:36:41+00:00 | 1.80 | INBOUND | MX2000 | HARDWARE | ⏳ Pending |
| #LTS00130381 | 2026-05-27 03:24:41+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | ↻ Callback set |
| #PR00130372 | 2026-05-28 02:56:51+00:00 | 3.00 | INBOUND | GENERAL INQUIRY | ⏳ Pending | |
| #LTS00131353 | 2026-05-29 01:15:59+00:00 | 3.00 | INBOUND | MBE7000 | ACCESS | ↑ Escalated |