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 | E8450 | SETUP | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 4 |
| Protocol | 1.75 | 4 |
| Communication | 2.00 | 4 |
| Overall | 2.62 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| E | 1 | 21m 58s | 3.00 | 2.00 | 2.00 | 3.00 | Outlier: 3.0x weekly median handle time |
| LN | 1 | 7m 16s | 3.00 | 3.00 | 2.00 | 2.00 | |
| MX | 2 | 5m 3s | 2.25 | 3.50 | 1.50 | 1.50 |
Key Observations
- E is the slowest family at 21m 58s; outlier: 3.0x weekly median handle time.
- LN is one of the slowest families at 7m 16s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 1 | 21m 58s | 3.00 | 2.00 | 2.00 | 3.00 | |
| 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 |
Week-over-Week Movement
- Improve protocol adherence (avg 1.75)
- Collect essential product details (model/serial) in all calls
- Follow KB-guided troubleshooting steps, especially for reset procedures
- Avoid non-standard recovery methods
What Went Well
Accurate technical guidance on WPS button
Correctly identified the blue button as WPS on a Wi-Fi 7 model [03:59–04:25], aligning with KB guidance.
#LTS00131006
Proactive callback setup
Proactively recorded customer's phone number and name to ensure continuity on callback [03:38–04:02], supporting case management.
#LTS00131174
Growth Opportunities
Failure to collect essential product details
Failed to collect essential product information (model/serial) despite multiple opportunities [01:33, 01:43, 01:53].
#LTS00131174
What better looks like: Always confirm the exact product model and serial number early in the call, using the script: “To help me guide you best, could you please share the exact model number and serial number of your device? You can find these on the bottom or back label.”
Incorrect factory-reset procedure
Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model ([05:07], [08:34]). KB specifies 10-second reset for EA series.
#LTS00131191
What better looks like: Follow KB-documented reset steps precisely, verifying model-specific requirements before proceeding. Use the exact phrasing: “For your EA8450, the factory reset requires holding the reset button for 10 seconds.”
Next Week's Focus
- Start every call with a model/serial number check – ask directly and document before proceeding with any troubleshooting.
- Reference KB articles by name when guiding customers through resets or configurations (e.g., “According to our KB article universal_mesh_full_rebuild.md…”).
- Use structured troubleshooting flows for mesh performance issues: signal strength check → admin UI access → firmware version → basic diagnostics before suggesting hardware changes.
- Practice concise call control – avoid filler words (“yes, yes, okay”) and restate the issue clearly after the customer describes it.
Technical Accuracy
Improvement
Failed to collect serial number, warranty status, or case number despite discussing hardware purchase and topology advice. No diagnostic steps performed.
#LTS00131167
Improvement
Failed to collect essential product information (model/serial) despite multiple opportunities. No diagnostic or configuration steps offered.
#LTS00131174
Improvement
Failed to identify or verify the product model before providing guidance. Did not follow prescribed Wi-Fi connectivity troubleshooting process for TV detection issues.
#LTS00131006
Improvement
Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series.
#LTS00131191
Coaching Moments
Strength
Agent maintained a polite and patient tone throughout the call.
#LTS00131006
Strength
Agent recognized hardware inaccessibility and advised customer to call back while near the device, aligning with support protocol for remote setup [03:07, 03:23].
#LTS00131174
Strength
Agent correctly identified and recorded the model number (E8450) and serial number (38D1033B01983) ([02:02], [20:50]).
#LTS00131191
Strength
Agent maintained composure and call control throughout a challenging interaction with a frustrated customer ([01:19], [18:27]).
#LTS00131191
Strength
Agent eventually recognized the limits of remote troubleshooting and set a clear next step involving LAN access ([17:49]–[18:28]).
#LTS00131191
Strength
Agent collected customer contact information and set expectation for follow-up survey ([19:10]–[21:22]).
#LTS00131191
Escalation Lessons: What L2 Did
No escalated cases were recorded for this week.
Coach Appendix
- The week’s most significant trend is the protocol adherence gap, particularly in collecting essential product details and following KB-guided troubleshooting steps. This impacted both handle time and resolution quality, especially evident in the E8450 hardware case.
- Focus for next coaching should be on structured data collection (model/serial/warranty) and KB verification before executing troubleshooting steps, especially for reset procedures and mesh performance diagnostics.
- All evidence above adheres to quote governance rules – no new or reconstructed quotes introduced.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131006 | 2026-05-27 07:10:27+00:00 | 3.00 | INBOUND | LN1400 | SETUP | ↻ Callback set |
| #LTS00131167 | 2026-05-28 02:45:05+00:00 | 1.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ⏳ Pending |
| #LTS00131174 | 2026-05-28 04:11:08+00:00 | 3.00 | INBOUND | MX4200 | SETUP | ↻ Callback set |
| #LTS00131191 | 2026-05-28 07:00:31+00:00 | 3.00 | INBOUND | E8450 | HARDWARE | ⏳ Pending |