xiangjie.zhang@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Scores reflect 4 calls reviewed. Overall range: 1.0–2.6.

Where Time Goes

Product Families

Key Pattern: MBE and MR families dominate handle time with very low scores, indicating a need for targeted protocol and technical support refinement.

Problem Categories

Focus Area Insights:

• SETUP: Extremely long handles and low scores suggest missing foundational steps (e.g., model confirmation, warranty checks).
• CONNECTIVITY: Moderate handle times but low protocol scores point to inconsistent case documentation and follow-up.
• ACCESS: Despite shorter handles, accuracy gaps indicate need for clearer communication on service boundaries.

Week-over-Week Movement

• Overall moved down 0.85 vs. last week.
• Accuracy moved down 1.45 vs. last week.
• Protocol moved down 0.30 vs. last week.
• Communication moved down 0.25 vs. last week.
• Average handle time moved up by 12m 19s.

What Went Well

1. Technical Diagnosis Accuracy

You correctly identified protocol/security mismatches on an EA9350v3 router, aligning with KB guidance for legacy device setup:

> "Oh, but still, your camera cannot connect to the 2.4Gbps Wi-Fi, right? Hmm, in that case, I'll guide you to change some Wi-F..."

#LTS00131761

1. Context Gathering

You captured critical details (product model, quantity, ISP) during an MX5300 discontinuation inquiry, showing proactive information collection:

> "Are you referring to the remote access service? Yes... The remote access website, linksysmallwaza.com, is [unclear]."

#LTS00131542

Growth Opportunities

1. Technical Guidance Precision

Avoid non-official domains and unsafe instructions. What good looks like: Verify URLs against KB before sharing, and confirm ISP credentials before PPPoE guidance.

> "The remote access website, linksysmallwaza.com, is [unclear]."

#LTS00131542

1. Resolution & Documentation Completeness

Ensure every call ends with a clear next step or resolution. What good looks like: Create HappyFox cases for all unresolved issues and confirm follow-up details before closing.

> "Agent promised to email steps and asked the customer to call back if the problem persisted—no resolution or validated fix provided."

#LTS00131987

Next Week's Focus

• Verify every URL against KB before sharing it with customers.
• Document all unresolved calls in HappyFox with clear next steps.
• Reduce filler language (e.g., "hmm", "yes, yes") to improve communication clarity.
• Practice PPPoE/fiber differentiation: Confirm connection type before advising credential entry.

Technical Accuracy

Improvement

Provided incorrect and potentially unsafe URLs (linksysmallwaza.com, smallwifi.com) instead of official Linksys domains.

#LTS00131542

Improvement

Failed to provide the correct admin URL for EA9350v3 (http://[REDACTED_PHONE] or http://myrouter.local).

#LTS00131761

Improvement

Provided incorrect PPPoE-skip guidance for a fiber/DHCP connection.

#LTS00131987

Improvement

No issue identified or troubleshooting performed; call ended without resolution.

#LTS00132174

Coaching Moments

Improvement

"Hmm. Yes. Yes."

Repeated filler phrases reduced communication clarity and efficiency during a fiber setup call.

#LTS00131987

Improvement

"You, you, you I"

Unstructured dialogue led to a call with no identified issue or resolution path.

#LTS00132174

Coach Appendix

Internal Context Only

This week’s data shows a consistent pattern of technical guidance gaps (incorrect URLs, PPPoE missteps) and protocol lapses (missing case documentation, vague closures). The MBE7000 and MR families are driving prolonged handle times, likely due to insufficient troubleshooting branching. Focus next week on URL verification, case creation discipline, and reducing filler language to improve both scores and customer outcomes.

This Week's Calls