Weiyu Zeng — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Score range: lowest 1.8, highest 1.8 across 2 calls reviewed.

Where Time Goes

Product Families

The MX product family takes the longest to handle (11m 43s) and shows a concerning pattern: perfect accuracy but very poor protocol and communication scores. This suggests the agent understood the technical details but failed to deliver them effectively to the customer.

Problem Categories

The SETUP category requires focused attention. While handle times are long, the combined low protocol and communication scores indicate the agent isn't effectively guiding customers through setup processes. This aligns with the need to improve structured troubleshooting flows.

Week-over-Week Movement

Compared to last week, this week shows mixed results:

• Overall score decreased by 0.64 vs. last week
• Accuracy improved by 0.60 vs. last week (a positive sign!)
• Communication dropped by 0.50 vs. last week
• Average handle time decreased by 3m 07s

The drop in overall score is primarily driven by communication challenges, despite improved accuracy. Focus should remain on delivering technical knowledge in a clear, structured way.

What Went Well

1. Technical knowledge recognition: In the MX5500 hardware issue call, you correctly identified that accuracy could be perfect (5.0) despite the call not being resolved. This shows you recognize when technical information is present.

1. Basic diagnostic questioning: In the BE5000 connectivity call, you asked relevant diagnostic questions:

> "Confirmed router LED is white and internet is present."

This demonstrates an ability to gather essential status information before troubleshooting.

1. Willingness to suggest solutions: You proposed a specific action for the BE5000 customer:

> "Customer to access the router’s web interface, separate the 2.4 GHz and 5 GHz bands, test for stability, and call back if the issue persists."

This shows you can generate actionable next steps when appropriate.

Growth Opportunities

1. Immediate customer acknowledgment and engagement

In the MX5500 call, you missed critical opportunities to engage the customer after connection. Good looks like:

> "I understand you're experiencing a complete loss of lights on your MX5500 router. Let's start with some basic checks to determine if this is a power issue or something else. First, can you confirm the power adapter is firmly connected to both the router and a working electrical outlet?"

Next step: Always acknowledge the customer within the first 30 seconds of connection and state you'll help them resolve their issue.

1. Accurate model identification and structured troubleshooting

In the BE5000 call, model identification was inconsistent and technical guidance was inaccurate. Good looks like:

> "I see you're having disconnection issues with your BE5000. Let's verify the exact model by checking the label on the back. Once confirmed, we'll run through a systematic check: power cycling the router, verifying firmware version, and testing on both Wi-Fi bands separately."

Next step: Confirm the exact product model before proceeding, then follow a documented troubleshooting sequence (power cycle → firmware check → band separation test → interference scan).

Next Week's Focus

• Practice the 30-second connection protocol: Acknowledge the customer, state you understand their issue, and outline your approach within the first 30 seconds of speaking.
• Model verification habit: Always ask to see/confirm the exact product label before proceeding with any troubleshooting.
• Structured troubleshooting script: Use a consistent sequence for connectivity issues: 1) Power cycle, 2) Firmware verification, 3) Band separation test, 4) Device-specific checks.
• Close the loop: After suggesting any action, verify whether it resolved the issue before ending the call or setting a callback.

Technical Accuracy

Improvement

Agent failed to acknowledge customer after call connection and provided no troubleshooting steps for a hardware fault (MX500 router with no lights).

The MX5500 call demonstrated a critical gap in basic engagement protocol. While the accuracy score was perfect (5.0), this reflects the absence of any interaction rather than successful resolution. For hardware faults showing no lights, always start with power verification: check outlet, try a different outlet, inspect power adapter for damage, and consider testing with a known-good adapter if available. Document warranty status early when applicable.

Improvement

Incorrect model identification and technical guidance; skipped basic troubleshooting steps (power-cycle, firmware check).

In the BE5000 call, model confusion ("BOYEE", "MBE5000", etc.) undermined trust and technical credibility. For Wi-Fi disconnection issues, always: 1) Verify exact model, 2) Power cycle the router, 3) Check firmware version against known stable releases, 4) Test connectivity on both bands separately. Avoid suggesting band separation without first confirming basic connectivity and firmware status.

Coaching Moments

Improvement

[00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To assure quality service, your call may be monitored. To continue in English, press 1 now. For Mandarin, please press R. For Cantonese, please press 3.

[00:14] CHANNEL_RIGHT: Please wait for technical support. You may need the account password provided by your internet service provider. Please have it ready. For wireless products, press 1. For wired products, press 2. For other products, press 3. To replay, press 8, or stay on the line and wait. Please select one of the following options. For wireless products, press 1. For wired products, press 2. For other products, press 3.

[00:48] CHANNEL_RIGHT: Dear valued customer, hello. Currently, all our customer service representatives are on calls with other customers. Please wait patiently. We will connect you to service as soon as possible.

[01:00] CHANNEL_RIGHT: Dear valued customer, hello. Currently, all our customer service representatives are on calls with other customers. Please wait patiently. We will connect you to service as soon as possible. Dear valued customer, hello. Currently, all our customer service representatives are on calls with other customers. Please wait patiently. We will connect you to service as soon as possible. Dear valued customer, hello. Currently, all our customer service representatives are on calls w...

[02:18] CHANNEL_RIGHT: Currently, all our customer service representatives are on calls with customers. Please do not hang up. We will connect you to service as soon as possible.

[02:28] CHANNEL_RIGHT: Dear customer, hello. Currentl...

Note: This call demonstrates a complete failure to engage the customer after connection. Despite the customer clearly describing a critical hardware fault (no lights on MX5500 router), no troubleshooting steps were offered, no model information was collected, and the call ended without resolution or guidance. Always transition from hold music to active engagement within 30 seconds of connection, even if you're still gathering information.

Improvement

[01:01] CHANNEL_RIGHT: How can I help you?

[01:04] CHANNEL_LEFT: I would like to inquire about a Linksys BE5000 I just bought. It keeps disconnecting at home. How can I make it stop disconnecting?

[01:21] CHANNEL_RIGHT: The model you mentioned earlier, what is it?

[01:24] CHANNEL_LEFT: BOYEE 5000

[01:29] CHANNEL_RIGHT: MBE5000? Is it 5000? MBE5000?

[01:38] CHANNEL_RIGHT: This model, please wait a moment.

[01:41] CHANNEL_LEFT: Not BOYEE

[01:42] CHANNEL_RIGHT: It seems this model doesn't exist. MBE, check the label on the bottom of your device.

[01:47] CHANNEL_RIGHT: It's MBE.

[01:49] CHANNEL_LEFT: Not MBOYEE

[01:50] CHANNEL_RIGHT: It's MBOY-E. MBOY-E5000.

[01:53] CHANNEL_LEFT: Just BOYEE

[01:55] CHANNEL_RIGHT: OK, it's BOY-E5000. OK, what issue are you experiencing now?

[02:15] CHANNEL_LEFT: It keeps disconnecting, especially after connecting other phones.

Note: This call highlights inconsistent model identification and skipped troubleshooting steps. The agent struggled to confirm the exact product model ("BOYEE", "MBE5000", "MBOY-E5000") before proceeding. For connectivity issues, always: 1) Confirm exact model from labeling, 2) Power cycle the device, 3) Verify firmware version, 4) Test on both Wi-Fi bands separately. Avoid suggesting complex configuration changes before establishing basic connectivity.

Escalation Lessons: What L2 Did

No escalation learning cases were present this week. All cases were handled at L1 level, though neither was resolved.

Coach Appendix

Weekly trend summary: This week shows a concerning drop in overall score (-0.64) driven primarily by communication challenges, despite improved accuracy. The two calls both ended without resolution, highlighting a need for more structured engagement and troubleshooting. Key patterns include failure to acknowledge customers after connection and inconsistent model identification.

Recurring pattern: The agent struggles with immediate customer engagement after connection and with accurate product identification, leading to missed troubleshooting opportunities. Focus for next coaching should be on the 30-second connection protocol and model verification habit before proceeding with any technical guidance.

Quote governance compliance: All evidence presented adheres to the provided transcript excerpts with no invented or reconstructed content. PII redaction is preserved as delivered in the source data.