# weiyu.zeng@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 |
| --- | --- | --- | --- | --- | --- |
| 3 | 18m 12s | FGW5500 | HARDWARE | 3 | 2 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.00 | 3 |
| Protocol | 2.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 2.63 | 3 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 1 | 22m 4s | 3.00 | 3.00 | 2.00 | 2.00 |  |
| MBE | 1 | 16m 39s | 3.00 | 2.00 | 2.00 | 2.00 |  |
| MX | 1 | 15m 52s | 1.90 | 1.00 | 2.00 | 1.00 |  |

**Key Observations**
- OTHER is one of the slowest families at 22m 4s.
- MBE is one of the slowest families at 16m 39s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| HARDWARE | 2 | 18m 58s | 2.45 | 2.00 | 2.00 | 1.50 | ✓ |
| SETUP | 1 | 16m 39s | 3.00 | 2.00 | 2.00 | 2.00 |  |

## Week-over-Week Movement
- Improve accuracy in troubleshooting steps (e.g., correct reset durations, admin URLs).
- Reduce repetitive or ineffective troubleshooting loops.
- Ensure timely follow-up and clear communication during escalations.

## What Went Well

- **Warranty claim initiation**  
  > Collected essential customer information (name, phone, email, serial number, purchase channel, and date). Initiated a valid warranty claim for hardware replacement, aligning with support protocol for in-warranty devices.  
  [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/)

- **Customer information collection**  
  > Collected serial number, purchase date, store, phone, and email accurately.  
  [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/)

---

### Growth Opportunities

- **Correct reset guidance and terminology**  
  > Provided wrong reset duration for MX6200 (~20s instead of ~10s per KB). Used non-existent term 'Nauta' multiple times, creating confusion.  
  [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/)  
  *What better looks like:* Use the correct reset duration (~10 seconds) and avoid non-standard terms. Confirm the device model before instructing resets and double-check KB for model-specific steps.

- **Accurate admin URL identification and basic troubleshooting**  
  > Failed to identify the correct admin URL for MBE7000 (should be http://myrouter.info, not [REDACTED_PHONE]). Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).  
  [#LTS00131189](https://linksys.happyfox.com/staff/ticket/131189/)  
  *What better looks like:* Always verify the correct admin URL for the device model and guide customers through basic connectivity checks (power-cycle, LAN cable, IP verification) before escalating.

---

### Next Week's Focus

- Practice and confirm model-specific reset durations before guiding customers.
- Always verify the correct admin URL for the device model and have it ready to share.
- Incorporate basic connectivity checks (power-cycle, LAN verification, IP check via app) into every hardware troubleshooting flow.
- Reduce repetitive or ineffective troubleshooting loops by confirming progress after each step.

---

### Technical Accuracy

- **Improvement**  
  > Provided wrong reset duration for MX6200 (~20s instead of ~10s per KB). Used non-existent term 'Nauta' multiple times, creating confusion.  
  [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/)

- **Improvement**  
  > Failed to identify the correct admin URL for MBE7000 (should be http://myrouter.info, not [REDACTED_PHONE]). Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).  
  [#LTS00131189](https://linksys.happyfox.com/staff/ticket/131189/)

- **Strength**  
  > Correctly identified hardware fault and initiated valid warranty claim for FGW5500. Collected essential customer information (serial, purchase details, contact info).  
  [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/)

---

### Coaching Moments

No additional coaching moments remain after covering Technical Accuracy.

---

### Escalation Lessons: What L2 Did

### [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/) — Resolved by Level 2

- **What L1 saw:** Customer reported a red globe light (no signal) and poor Wi-Fi performance on an FGW5500 router. L1 performed a reset, attempted to locate the Wi-Fi SSID, and concluded hardware failure.
- **Why it escalated:** L1 did not verify SIM card status or WAN connection, skipped critical steps like modem power-cycle and firmware check, and provided unclear reset duration instructions.
- **Related call chain:** This was the initial contact; no prior calls.
- **What L2 did:** L2 reviewed the case, confirmed hardware fault, and initiated a warranty claim. They guided the customer to email photos of the device serial label and receipt for claim approval.
- **Current state:** Resolved — warranty claim opened, awaiting customer submission of photos and receipt.
- **L1 learning points:** 
  1. Always verify WAN/SIM status and perform a modem power-cycle for 4G/5G routers.
  2. Use the correct reset duration (10–15 seconds) and confirm it with the customer.
  3. Acknowledge customer frustration and offer expedited follow-up if delays are anticipated.

### [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/) — Resolved by Level 2

- **What L1 saw:** MX6200 Velop 6E failing to broadcast its Wi-Fi SSID. L1 performed incorrect reset guidance and repetitive power cycles.
- **Why it escalated:** L1 used an incorrect reset duration (~20s instead of ~10s) and introduced confusion with non-existent terms ('Nauta'). No warranty verification was performed before initiating replacement.
- **Related call chain:** This was the initial contact; no prior calls.
- **What L2 did:** L2 reviewed the case, confirmed hardware fault, and initiated a warranty claim. They requested the customer to provide serial number, purchase details, and interface screenshots.
- **Current state:** Resolved — warranty claim opened, awaiting customer submission of required documents.
- **L1 learning points:** 
  1. Use model-specific reset durations and verify them against KB before instructing customers.
  2. Avoid using non-standard or confusing terminology.
  3. Verify warranty status before initiating hardware replacement processes.

---

### Coach Appendix

- The week’s most significant trend is a drop in accuracy and communication scores, primarily driven by incorrect troubleshooting guidance (reset durations, admin URLs) and repetitive steps without diagnostic purpose. Focus next week on reinforcing model-specific knowledge and structured troubleshooting flows to improve accuracy and customer experience.

---

### This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131007](https://linksys.happyfox.com/staff/ticket/131007/) | 2026-05-27 07:30:47+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | ↑ Escalated |
| [#LTS00131160](https://linksys.happyfox.com/staff/ticket/131160/) | 2026-05-28 02:08:02+00:00 | 1.90 | INBOUND | MX6200 | HARDWARE | ↑ Escalated |
| [#LTS00131189](https://linksys.happyfox.com/staff/ticket/131189/) | 2026-05-28 06:51:08+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | ↻ Callback set |