Xiao Ge Ji — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 61m 53s; outlier: 3.0x weekly median handle time.
• MX is the slowest family at 34m 6s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in troubleshooting steps, especially for mesh node issues.
• Verify physical connections and settings before escalating.
• Provide clear timelines and next steps for unresolved issues.

What Went Well

• Polite and professional tone

> "Polite and professional tone throughout the call."

#LTS00132186

• Accurate model confirmation

> "Confirmed main router uses DHCP via Linksys app."

#LTS00132189

Growth Opportunities

• Avoid incorrect technical advice

What better looks like: Provide only validated fixes. For red-blinking MX6200 nodes, follow the standard factory reset and re-pairing procedure instead of disabling Express Forwarding or reserving DHCP IPs.

> "Provided materially incorrect technical advice: disabling Express Forwarding has no impact on node pairing or red LED states."

#LTS00130374

• Verify physical connections before escalating

What better looks like: Always check Ethernet cable integrity, port status, and basic connectivity LEDs before suggesting advanced steps or escalation.

> "Did not collect product model/serial number. Failed to perform basic Ethernet-port verification (LED check, cable test, power-cycle)."

#LTS00132186

Next Week's Focus

• Standardize mesh node recovery: Memorize and practice the factory reset → WPS/app re-pairing flow for red-blinking MX6200 nodes.
• Collect model/serial upfront: Add a quick script to capture model, serial, and firmware version in the first 30 seconds of every call.
• Document physical verification: Create a checklist (cable, LED, port) for wired backhaul issues and run it before any advanced troubleshooting.
• Set clear escalation timelines: When handing off to HQ, always obtain and communicate a expected response window.

Technical Accuracy

• Improvement

> Agent incorrectly instructed customer to disable Express Forwarding and reserve DHCP IPs for child nodes, which are not valid fixes for red-blinking nodes on MX6200. Standard procedure (factory reset and re-pairing via WPS/app) was not followed.

#LTS00130374

• Improvement

> Agent failed to verify Ethernet cable, port, or wired backhaul settings despite customer reporting wired connection not being detected. No troubleshooting steps were performed beyond vague suggestions.

#LTS00132186

• Improvement

> Agent repeatedly instructed customer to re-add node despite prior attempts, and did not verify wired backhaul settings or hardware integrity. Escalation to HQ lacked timeline or resolution path.

#LTS00132189

Coaching Moments

• Strength

> "Polite and professional tone throughout the call."

#LTS00132186

• Strength

> "Confirmed main router uses DHCP via Linksys app."

#LTS00132189

Escalation Lessons: What L2 Did

No escalated cases were recorded this week.

Coach Appendix

• Top trend: Accuracy dipped this week, primarily due to incorrect technical guidance on MX6200 mesh node recovery. Focus on mastering standard recovery flows and physical verification before escalation.
• Key pattern: Calls involving wired backhaul or mesh node issues tend to run longer and score lower on protocol. Reinforce model-specific troubleshooting scripts and verification checklists.
• Evidence: All coaching points above are drawn directly from call transcripts and QA scores; no new quotes introduced.

This Week's Calls