# Xiao Ge Ji — Coaching Report ## Week of 2026-06-01 – 2026-06-07 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 5 | 28m 57s | MX6200 | CONNECTIVITY | — | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.67 | 3 | | Protocol | 1.67 | 3 | | Communication | 2.33 | 3 | | Overall | 2.57 | 3 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 61m 53s | — | — | — | — | Outlier: 3.0x weekly median handle time | | MX | 2 | 34m 6s | 2.70 | 2.50 | 2.00 | 2.00 | Outlier: 1.6x weekly median handle time | | OTHER | 1 | 7m 28s | — | — | — | — | | | MR | 1 | 7m 9s | 2.30 | 3.00 | 1.00 | 3.00 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 3 | 43m 22s | 2.70 | 2.50 | 2.00 | 2.00 | ✓ | | SETUP | 1 | 7m 9s | 2.30 | 3.00 | 1.00 | 3.00 | ✓ | | Unclassified | 1 | 7m 28s | — | — | — | — | | ## 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](https://linksys.happyfox.com/staff/ticket/132186/) - **Accurate model confirmation** > "Confirmed main router uses DHCP via Linksys app." [#LTS00132189](https://linksys.happyfox.com/staff/ticket/132189/) --- ### 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](https://linksys.happyfox.com/staff/ticket/130374/) - **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](https://linksys.happyfox.com/staff/ticket/132186/) --- ### 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](https://linksys.happyfox.com/staff/ticket/130374/) - **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](https://linksys.happyfox.com/staff/ticket/132186/) - **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](https://linksys.happyfox.com/staff/ticket/132189/) --- ### Coaching Moments - **Strength** > "Polite and professional tone throughout the call." [#LTS00132186](https://linksys.happyfox.com/staff/ticket/132186/) - **Strength** > "Confirmed main router uses DHCP via Linksys app." [#LTS00132189](https://linksys.happyfox.com/staff/ticket/132189/) --- ### 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131538](https://linksys.happyfox.com/staff/ticket/131538/) | 2026-06-01 | — | INBOUND | LN1400 | CONNECTIVITY | — | | [#LTS00130374](https://linksys.happyfox.com/staff/ticket/130374/) | 2026-06-02 | 2.8 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00132186](https://linksys.happyfox.com/staff/ticket/132186/) | 2026-06-04 | 2.3 | INBOUND | MR7500 | SETUP | ⏳ Pending | | [#LTS00132189](https://linksys.happyfox.com/staff/ticket/132189/) | 2026-06-04 | 2.6 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00132366](https://linksys.happyfox.com/staff/ticket/132366/) | 2026-06-05 | — | INBOUND | FGW3000 | Unclassified | — |