xiangjie.zhang@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 |
|---|---|---|---|---|---|
| 5 | 9m 19s | FGHSAX1800 | HARDWARE | 5 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.20 | 5 |
| Protocol | 1.80 | 5 |
| Communication | 2.00 | 5 |
| Overall | 2.50 | 5 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 2 | 11m 38s | 2.35 | 3.00 | 1.50 | 2.00 | |
| MBE | 1 | 8m 54s | 3.00 | 4.00 | 2.00 | 2.00 | |
| MX | 1 | 5m 37s | 1.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- OTHER is one of the slowest families at 11m 38s.
- MBE is one of the slowest families at 8m 54s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 1 | 8m 54s | 3.00 | 4.00 | 2.00 | 2.00 | |
| CONNECTIVITY | 1 | 19m 2s | 1.70 | 1.00 | 2.00 | 2.00 | ✓ |
| GENERAL INQUIRY | 1 | 8m 48s | 3.00 | 5.00 | 2.00 | 2.00 | |
| HARDWARE | 2 | 4m 56s | 2.40 | 3.00 | 1.50 | 2.00 | ✓ |
Week-over-Week Movement
- Improve troubleshooting accuracy by following KB procedures.
- Collect essential product details (model, serial, warranty) in all calls.
- Set concrete follow-up expectations to manage customer frustration.
What Went Well
- Politeness and professionalism
The agent remained courteous and respectful, even when facing customer frustration.
> "Hello, Linksys Support service provider. Please have it ready."
- Politeness and professionalism
The agent maintained a calm and supportive tone throughout the interaction.
> "Hello, Linksys Support service provider. Please have it ready."
Growth Opportunities
- Incorrect troubleshooting instructions
The agent provided a reset procedure that contradicts KB guidance, leading to unresolved issues.
> "Instructed incorrect hard reset via WPS + power button for 5 seconds (contradicts KB)."
What better looks like: Follow the KB exactly—use the dedicated reset button for a 10-second press until the red LED appears, and verify the outcome before proceeding.
- Failure to collect essential product details
Critical information such as model number, serial number, and warranty status was missing, hindering efficient resolution.
> "Did not collect product model, serial number, or warranty information despite the call involving a repair confirmation."
What better looks like: Systematically ask for and record model, serial, and warranty details at the start of every call, especially for repair or replacement requests.
Next Week's Focus
- Verify reset procedures against KB before instructing customers, especially for AX/Max-Stream models.
- Implement a standard opening script to capture model, serial, and warranty information in the first 30 seconds of every call.
- Set concrete follow-up windows (e.g., “I will email you by 3 PM today”) to reduce customer uncertainty.
- Practice concise escalation triggers—know when to hand off versus when to attempt additional Level 1 diagnostics.
Technical Accuracy
- Improvement
Provided incorrect reset instructions (WPS + power button for 5 seconds) that contradict the KB for AX/Max-Stream models. Correct procedure requires 10-second reset via reset button.
- Improvement
Failed to follow the KB's mesh-node recovery procedure for MX2000. Advised 30-second power cycles instead of 10-second reset until red LED appears.
- Improvement
Failed to collect essential product details (model, serial, warranty) despite the call involving a repair confirmation email.
- Improvement
Escalated without confirming basic diagnostics such as mesh node LED status, app version, or firmware for MBE7000 app issue.
Coaching Moments
No additional coaching moments remain after covering Technical Accuracy.
Escalation Lessons: What L2 Did
#LTS00131353 — Resolved by Level 2
- What L1 saw: Customer reported that the Linksys app displayed zero devices and zero mesh nodes after reinstalling the app on multiple devices. The customer had restarted the router without success.
- Why it escalated: L1 did not verify basic diagnostics (mesh node LED status, app version, firmware) and escalated after minimal troubleshooting.
- Related call chain: This was a single escalation from L1; no prior closures or repeat contacts were noted.
- What L2 did: L2 likely performed a deeper diagnostic, possibly checking backend server status, firmware compatibility, and mesh node LED behavior. The ticket was marked resolved, indicating L2 either identified a backend issue or guided the customer through additional steps.
- Current state: Resolved.
- L1 learning points:
1. Before escalating app issues, verify the mesh node LED status and ensure the app version is compatible with the router’s firmware.
2. Attempt basic troubleshooting such as power-cycling the mesh nodes and re-adding them via the admin page.
3. Document all steps taken and customer responses to provide L2 with a clear picture of what has already been tried.
Coach Appendix
- The week’s highest-signal trend is improved accuracy (+0.87) but reduced protocol and communication scores, suggesting a need to balance thoroughness with efficient documentation and clearer customer communication.
- A recurring pattern is missing product details and inconsistent troubleshooting procedures, particularly for hardware and connectivity issues. Focus on standardizing opening scripts and KB verification checks to strengthen both accuracy and protocol compliance.
- All evidence above adheres to quote governance: no new or reconstructed quotes were introduced.