Xiangjie Zhang — 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 | 12m 21s | MX5300 | CONNECTIVITY | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 4 |
| Protocol | 2.00 | 4 |
| Communication | 2.25 | 4 |
| Overall | 2.55 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 4 | 14m 1s | 2.40 | 2.67 | 2.00 | 2.00 | |
| MBE | 1 | 5m 40s | 3.00 | 4.00 | 2.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 14m 1s.
- MBE is one of the slowest families at 5m 40s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 17m 13s | 2.10 | 2.50 | 2.00 | 2.00 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 4m 25s | 3.00 | 3.00 | 2.00 | 2.00 | |
| ACCESS | 1 | 5m 40s | 3.00 | 4.00 | 2.00 | 3.00 |
Week-over-Week Movement
- Improve troubleshooting accuracy for MX series (reset times, LED interpretation).
- Ensure complete diagnostics before call closure (web UI, firmware, node verification).
- Provide clear, non-contradictory guidance on product compatibility.
What Went Well
Accurate model identification
Agent correctly identified the product model (MX5300) early in the call — [00:51].
Proactive troubleshooting steps
Suggested a valid first-line troubleshooting step (delete and reinstall app) that aligns with KB guidance for app instability [03:09].
Growth Opportunities
Incomplete troubleshooting and closure
The agent did not perform any router-side diagnostics (e.g., web UI login via http://myrouter.local, firmware check, or node connectivity verification) despite customer reporting persistent app crashes and zero device visibility.
Failed to perform any router-side diagnostics (e.g., web UI login via http://myrouter.local, firmware check, or node connectivity verification) despite customer reporting persistent app crashes and zero device visibility.
Incorrect technical guidance
The agent provided incorrect reset times and misinterpreted LED states for MX5300, leading to confusion and unresolved issues.
Incorrect reset time for MX series (20 seconds instead of ~10 seconds) — [02:04], [10:09]. Misinterpreted LED colors: claimed purple light means readiness, but MX5300 purple indicates pairing mode or transient state — [12:20], [31:55].
Next Week's Focus
- Verify modem/WAN connectivity before proceeding with router-specific troubleshooting, especially for connectivity issues.
- Confirm exact reset durations for MX series devices (approximately 10 seconds) and avoid ambiguous time estimates.
- Interpret LED states accurately for MX5300 (e.g., purple = pairing/transient, not readiness) and reference KB articles when uncertain.
- Perform router-side diagnostics (web UI login, firmware check, node status) when app-level fixes fail or are insufficient.
Technical Accuracy
Improvement
Incorrect reset time for MX series (20 seconds instead of ~10 seconds). Misinterpreted LED colors: claimed purple light means readiness, but MX5300 purple indicates pairing mode or transient state.
Improvement
Failed to perform any router-side diagnostics (e.g., web UI login via http://myrouter.local, firmware check, or node connectivity verification) despite customer reporting persistent app crashes and zero device visibility.
Improvement
Provided contradictory information about compatible Mesh models (VLAB vs. 'white cylindrical' only), creating confusion. Failed to verify customer's exact product model/serial number or warranty status before giving advice.
Coaching Moments
Strength
Agent correctly identified the product model (MX5300) early in the call — [00:51].
Strength
Suggested a valid first-line troubleshooting step (delete and reinstall app) that aligns with KB guidance for app instability [03:09].
Escalation Lessons: What L2 Did
No escalation learning was available this week.
Coach Appendix
Key Weekly Trend
The agent demonstrated strong product identification skills but struggled with incomplete troubleshooting and technical inaccuracies, particularly around MX series reset procedures and LED state interpretation. Focus next week should be on systematic diagnostics and precise technical guidance.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130823 | 2026-05-26 05:54:54+00:00 | 3.00 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | — |
| #LTS00131001 | 2026-05-27 05:42:56+00:00 | — | INBOUND | MX2000 | CONNECTIVITY | — |
| #LTS00131168 | 2026-05-28 02:50:52+00:00 | 3.00 | INBOUND | MBE7000 | ACCESS | ✓ Likely resolved |
| #LTS00131186 | 2026-05-28 06:25:06+00:00 | 3.00 | INBOUND | MX5300 | CONNECTIVITY | — |
| #LTS00131186 | 2026-05-28 06:29:50+00:00 | 1.20 | INBOUND | MX5300 | CONNECTIVITY | — |