# Weiyu Zeng — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 5 | 13m 6s | MBE7000 | CONNECTIVITY | — | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.40 | 5 | | Protocol | 1.60 | 5 | | Communication | 2.00 | 5 | | Overall | 2.44 | 5 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MBE | 2 | 21m 40s | 2.20 | 1.50 | 2.00 | 2.00 | Outlier: 1.5x weekly median handle time | | LN | 1 | 14m 13s | 3.00 | 3.00 | 2.00 | 2.00 | | | MX | 2 | 4m 48s | 2.40 | 3.00 | 1.00 | 2.00 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 2 | 20m 50s | 2.20 | 1.50 | 2.00 | 2.00 | ✓ | | SETUP | 2 | 8m 47s | 3.00 | 4.00 | 1.50 | 1.50 | | | HARDWARE | 1 | 6m 14s | 1.80 | 1.00 | 1.00 | 3.00 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/131376/) 2. **Structured troubleshooting guidance** Agent provided clear, step-by-step instructions despite technical inaccuracies, improving clarity over chaotic troubleshooting. [#LTS00130999](https://linksys.happyfox.com/staff/ticket/130999/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131376/) 2. **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](https://linksys.happyfox.com/staff/ticket/130991/) | [#LTS00130999](https://linksys.happyfox.com/staff/ticket/130999/) | [#LTS00131376](https://linksys.happyfox.com/staff/ticket/131376/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130991/) **Improvement** Assumed hardware failure without diagnostics. Provided incorrect reset duration (20–30s) for MX4200; KB specifies ~10s. Invented an undocumented “rescue mode” procedure. [#LTS00130999](https://linksys.happyfox.com/staff/ticket/130999/) **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](https://linksys.happyfox.com/staff/ticket/131376/) **Improvement** Failed to recognize emergency distress indicators. Did not collect device information or create a case despite urgent repair request. [#LTS00131375](https://linksys.happyfox.com/staff/ticket/131375/) --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130991](https://linksys.happyfox.com/staff/ticket/130991/) | 2026-05-27 | 3.00 | INBOUND | LN11011202 | SETUP | Pending resolution | | [#LTS00130999](https://linksys.happyfox.com/staff/ticket/130999/) | 2026-05-27 | 1.80 | INBOUND | MX4200 | HARDWARE | ↑ Escalated | | [#LTS00131375](https://linksys.happyfox.com/staff/ticket/131375/) | 2026-05-29 | 3.00 | INBOUND | MX5300 | SETUP | ⚠ Closed incorrectly | | [#LTS00131376](https://linksys.happyfox.com/staff/ticket/131376/) | 2026-05-29 | 3.00 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131376](https://linksys.happyfox.com/staff/ticket/131376/) | 2026-05-29 | 1.40 | INBOUND | MBE7000 | CONNECTIVITY | ⚠ Closed incorrectly |