# 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](https://linksys.happyfox.com/staff/ticket/131006/) > **Proactive callback setup** > Proactively recorded customer's phone number and name to ensure continuity on callback [03:38–04:02], supporting case management. > [#LTS00131174](https://linksys.happyfox.com/staff/ticket/131174/) --- ### 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](https://linksys.happyfox.com/staff/ticket/131174/) > *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](https://linksys.happyfox.com/staff/ticket/131191/) > *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](https://linksys.happyfox.com/staff/ticket/131167/) **Improvement** > Failed to collect essential product information (model/serial) despite multiple opportunities. No diagnostic or configuration steps offered. > [#LTS00131174](https://linksys.happyfox.com/staff/ticket/131174/) **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](https://linksys.happyfox.com/staff/ticket/131006/) **Improvement** > Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series. > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) --- ### Coaching Moments **Strength** > Agent maintained a polite and patient tone throughout the call. > [#LTS00131006](https://linksys.happyfox.com/staff/ticket/131006/) **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](https://linksys.happyfox.com/staff/ticket/131174/) **Strength** > Agent correctly identified and recorded the model number (E8450) and serial number (38D1033B01983) ([02:02], [20:50]). > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) **Strength** > Agent maintained composure and call control throughout a challenging interaction with a frustrated customer ([01:19], [18:27]). > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) **Strength** > Agent eventually recognized the limits of remote troubleshooting and set a clear next step involving LAN access ([17:49]–[18:28]). > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) **Strength** > Agent collected customer contact information and set expectation for follow-up survey ([19:10]–[21:22]). > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) --- ### 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](https://linksys.happyfox.com/staff/ticket/131006/) | 2026-05-27 07:10:27+00:00 | 3.00 | INBOUND | LN1400 | SETUP | ↻ Callback set | | [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/) | 2026-05-28 02:45:05+00:00 | 1.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ⏳ Pending | | [#LTS00131174](https://linksys.happyfox.com/staff/ticket/131174/) | 2026-05-28 04:11:08+00:00 | 3.00 | INBOUND | MX4200 | SETUP | ↻ Callback set | | [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) | 2026-05-28 07:00:31+00:00 | 3.00 | INBOUND | E8450 | HARDWARE | ⏳ Pending |