Weiyu Zeng — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 21m 40s; outlier: 1.5x weekly median handle time.
• LN is one of the slowest families at 14m 13s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.31 vs. last week.
• Accuracy moved up 0.18 vs. last week.
• Communication moved down 0.22 vs. last week.
• Average handle time moved down by 13m 32s.
• Family swing: MX handle time moved down by 34m 52s vs. last week.
• Family swing: MBE handle time moved up by 9m 15s vs. last week.

What Went Well

1. Accurate serial number collection

> "Yes, 59A, yes, 10M, yes, yes, OK, good... 04628, OK, good, that's all we need, we've noted it down, yes."

#LTS00131376

1. Structured troubleshooting guidance

Agent provided clear, step-by-step instructions despite technical inaccuracies, improving clarity over chaotic troubleshooting.

#LTS00130999

Growth Opportunities

1. Technical accuracy and KB alignment

Avoid stating solid white LEDs indicate successful meshing on MX devices—this contradicts KB guidance. Always reference LED behavior from documentation.

#LTS00131376

1. Verification and closure hygiene

Confirm resolution before closing calls. For example, after guiding customers through resets or configuration changes, ask them to validate connectivity and document outcomes.

#LTS00130991 | #LTS00130999 | #LTS00131376

Next Week's Focus

• Verify every fix: After guiding customers through troubleshooting, ask them to confirm functionality (e.g., “Can you now see the network?” or “Is the printer printing?”).
• Collect essential data upfront: Model, serial number, firmware version, and warranty status—especially for hardware and connectivity issues.
• Use KB-approved reset durations: For MX series, stick to ~10-second resets unless KB specifies otherwise.
• De-escalate urgent cases with empathy: When customers express distress, acknowledge their situation, summarize next steps, and schedule follow-ups if needed.

Technical Accuracy

Improvement

Failed to verify customer access to the router’s web interface (no password or URL confirmation). Provided unclear, non-specific channel-changing steps (e.g., “select between 1 to 6 or 6 to 11”). Did not ask about or verify the printer’s Wi-Fi specifications.

#LTS00130991

Improvement

Assumed hardware failure without diagnostics. Provided incorrect reset duration (20–30s) for MX4200; KB specifies ~10s. Invented an undocumented “rescue mode” procedure.

#LTS00130999

Improvement

Provided factually incorrect LED interpretation: stated solid white light on MX6200 means node is already meshed, contradicting KB. Failed to offer valid pairing instructions.

#LTS00131376

Improvement

Failed to recognize emergency distress indicators. Did not collect device information or create a case despite urgent repair request.

#LTS00131375

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Internal use only – not for agent distribution

Weekly Trend Summary:

Weiyu handled a frontline-heavy week (5 LTS calls, 0 escalations) with variable success. Key patterns include:

• Technical inaccuracies in LED interpretation and reset procedures impacted two low-scoring calls.
• Incomplete verification before closure left multiple issues unresolved.
• Strong points include accurate serial number collection and structured guidance in some cases.

Next Coaching Focus:

Reinforce KB validation for hardware troubleshooting, emphasize resolution verification, and practice empathetic de-escalation for urgent cases. Prioritize collecting model/serial/firmware upfront to reduce recontact.

This Week's Calls