# 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." [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) - **Politeness and professionalism** The agent maintained a calm and supportive tone throughout the interaction. > "Hello, Linksys Support service provider. Please have it ready." [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) --- ### 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)." [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) *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." [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) *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. [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) - **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. [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/) - **Improvement** Failed to collect essential product details (model, serial, warranty) despite the call involving a repair confirmation email. [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) - **Improvement** Escalated without confirming basic diagnostics such as mesh node LED status, app version, or firmware for MBE7000 app issue. [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) --- ### Coaching Moments No additional coaching moments remain after covering Technical Accuracy. --- ### Escalation Lessons: What L2 Did ### [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) — 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.