Zhiliang Chen — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the 3 calls that received QA evaluation. Overall scores range from 1.0 to 4.0.

Where Time Goes

Product Families

Product family data not available for this week.

Problem Categories

SETUP dominates the week’s volume and duration. The low accuracy and overall scores indicate that troubleshooting steps, UI guidance, and validation are currently inconsistent for setup issues. Focus on clearer step-by-step guidance, confirming each action with the customer, and verifying resolution before closing.

Week-over-Week Movement

• Overall moved down 1.10 vs. last week.
• Accuracy moved down 2.34 vs. last week.
• Protocol moved down 1.33 vs. last week.
• Communication moved down 1.00 vs. last week.
• Average handle time moved up by 22m 57s.

The dip in scores and longer handle times suggests a need to tighten technical accuracy and streamline engagement, especially on setup calls.

What Went Well

• Guided a successful factory reset and resolution

In call #LTS00131366, the agent persisted through confusion, corrected cable connections, and led the customer to a solid blue LED and functional internet. This demonstrates resilience and the ability to close a complex setup issue.

Growth Opportunities

1. Avoid inventing UI elements and confirm each step

In call #LTS00130811, the agent directed the customer to a non‑existent “CA” button, contradicting the knowledge base and leaving the call unresolved.

What good looks like: Verify every UI element against the current KB before instructing the customer. After each step, ask the customer to confirm they see the exact element, and validate that the action succeeded before moving forward.

1. Engage the customer immediately and avoid irrelevant automated prompts

In call #LTS00131366, the agent played repeated Cantonese prompts despite the customer speaking English, and no troubleshooting was performed.

> Cantonese, please press R.

What good looks like: Greet the customer, confirm language preference, and proceed directly to troubleshooting. Collect the product model, serial number, and warranty status within the first 30 seconds to keep the conversation focused and efficient.

Next Week's Focus

• Start every call by collecting the product model, serial number, and warranty status – this prevents mis‑directed guidance and ensures you can reference the correct KB article.
• Read the relevant KB article aloud to the customer before instructing them – this confirms you are using the current, supported steps and avoids “invented” UI elements.
• After each troubleshooting step, ask the customer to verify the result (e.g., “Do you now see the blue LED?”) before proceeding.
• If the customer is frustrated or confused, summarize what has been tried and propose a clear next step (e.g., “Let’s try a factory reset now; I’ll stay on the line while you do it.”).

Technical Accuracy

Improvement

Provided incorrect UI guidance by inventing a non‑existent ‘CA’ button in the MBE7000 admin UI, contradicting KB. Call ended unresolved.

#LTS00130811

Improvement

Failed to engage customer, played irrelevant automated prompts, and provided no valid troubleshooting for MX5300 setup issue. Call ended without resolution.

#LTS00131366

Strength

Guided customer through factory reset, correct cable connections, and admin login, achieving solid blue LED and functional internet.

#LTS00131366

Coaching Moments

(No additional coaching moments remain after covering Technical Accuracy.)

Escalation Lessons: What L2 Did

No escalated cases were identified this week.

Coach Appendix

• Top trend: Technical inaccuracies and delayed engagement dominate the week’s performance dip, especially on MX5300 setup calls. The agent’s reliance on unverified UI guidance and automated prompts created longer, lower‑scoring interactions.
• Key pattern: Calls lacking early model/serial collection and clear step verification resulted in confusion, repeated loops, and unresolved outcomes.
• Next conversation focus: Review KB articles for MBE7000 and MX5300 setup flows, practice confirming each step with the customer, and role‑play efficient language‑preference handling to reduce irrelevant prompts.

This Week's Calls

| Case | Date | Score