# weiyu.zeng@concentrix.com — 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 |
|---|---|---|---|---|---|
| 1 | 47m 04s | MX6200 | Unclassified | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | — | 1 |
| Protocol | — | 1 |
| Communication | — | 1 |
| Overall | — | 1 |
Only 1 call was reviewed this week. Score data was not captured for this call.
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 47m 04s | — | — | — | — |
The MX product family accounted for all handling time this week. With no other product families to compare against, the focus should remain on refining troubleshooting efficiency for MX devices.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| Unclassified | 1 | 47m 04s | — | — | — | — | ✗ |
No problem categories required deeper analysis this week.
Week-over-Week Movement
The average handle time increased by 28m 52s compared to the prior week (previous: 24m 12s, current: 47m 04s). This reflects a shift in case complexity or troubleshooting depth for the single MX6200 hardware issue handled this week.
What Went Well
- Case Documentation
The agent successfully created and resolved a HappyFox ticket for the MX6200 issue, ensuring the case was properly recorded and closed in the system.
Growth Opportunities
- Structured Troubleshooting for Hardware Issues
The agent identified the MX6200’s red light symptom but did not progress beyond asking about Wi‑Fi name changes. Good troubleshooting for persistent red-light issues includes power cycling the device, verifying firmware, testing with a direct Ethernet connection, and checking for overheating or port errors.
> Quote from call #LTS00132187:
> [02:41] CHANNEL_RIGHT: 紅燈,你這樣,你,呃,我,你用手機,你現在那個LOUTER的Wi-Fi名有沒有改過? 是不是LOUTER機第二次的Wi-Fi名?\n[02:52] CHANNEL_LEFT: wifi名有改過的,我iPhone,或者我用iPad,我用iPad試的
Next step: After gathering basic info (model, lights, symptoms), always initiate a power cycle and firmware check before moving to advanced tests. Document each step and its outcome.
Next Week's Focus
- Practice a standard MX router troubleshooting flow: power cycle → firmware check → Ethernet test → port inspection → factory reset (if needed).
- For red-light issues, verify LED definitions specific to the model before concluding the problem is Wi‑Fi related.
- When customers mention ISP work, confirm the router’s status independent of the modem (e.g., connect directly to the router’s LAN port).
- Build a troubleshooting checklist for common MX symptoms to maintain consistency across calls.
Technical Accuracy
Improvement
Agent did not troubleshoot the red light issue on the MX6200 router. The customer reported frequent disconnections and a persistent red light, but the agent only asked about Wi‑Fi name changes without addressing the root cause. The call lacks structured troubleshooting steps (e.g., power cycle, factory reset, or isolation tests).
Coaching Moments
Improvement
The agent’s questioning remained surface-level after identifying the MX6200 model and red light. While gathering Wi‑Fi name history was relevant, the conversation did not advance to diagnostic steps that could have isolated the issue (e.g., testing with a direct Ethernet connection, checking for overheating, or verifying firmware).
Quote from call #LTS00132187:
[02:41] CHANNEL_RIGHT: 紅燈,你這樣,你,呃,我,你用手機,你現在那個LOUTER的Wi-Fi名有沒有改過? 是不是LOUTER機第二次的Wi-Fi名?\n[02:52] CHANNEL_LEFT: wifi名有改過的,我iPhone,或者我用iPad,我用iPad試的
Note: Next time, after confirming the symptom timeline, initiate a power cycle and ask the customer to observe the LED sequence. If the red light persists, proceed to firmware verification and Ethernet isolation testing before considering advanced steps.
Escalation Lessons: What L2 Did
No escalations occurred this week. The single case was closed at Level 1, though troubleshooting depth remains an area for growth (see Growth Opportunities).
Coach Appendix
- Weekly Trend: With only one call handled, the primary signal is the lack of structured hardware troubleshooting. The agent correctly identified the product and symptom but did not apply a systematic approach to diagnose the MX6200’s red-light issue.
- Key Pattern: The call reflects a broader need to reinforce troubleshooting sequences for MX devices, particularly for persistent hardware indicators like red lights. Focus next week on practicing power cycles, firmware checks, and Ethernet tests as first-line responses.
- Evidence: All insights derive from the single call transcript and ticket closure status; no additional scores or escalation data were available for analysis.