# Zhiliang Chen — 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 | | --- | --- | --- | --- | --- | --- | | 4 | 45m 32s | MX5300 | SETUP | — | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.33 | 3 | | Protocol | 1.67 | 3 | | Communication | 1.67 | 3 | | Overall | 2.00 | 3 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 3 | 59m 50s | 2.00 | 1.50 | 1.50 | 1.50 | Outlier: 1.9x weekly median handle time | | MBE | 1 | 4m 16s | 1.90 | 1.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 59m 50s; outlier: 1.9x weekly median handle time. - MBE is one of the slowest families at 4m 16s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 4 | 45m 32s | 2.00 | 1.33 | 1.67 | 1.67 | ✓ | ## Week-over-Week Movement - Overall moved down 1.10 vs. last week. - Accuracy moved down 2.34 vs. last week. - Protocol moved down 1.33 vs. last week. - Communication moved down 1.00 vs. last week. - Average handle time moved up by 22m 57s. - Family swing: MBE handle time moved down by 49m 51s vs. last week. ## What Went Well > **Persisted through customer confusion and eventually guided them to correct cable connections.** > *[#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)* This moment shows resilience and a commitment to guiding the customer to a working solution, even when initial steps were unclear. --- ## Growth Opportunities ### 1. Avoid inventing UI elements and ensure accurate guidance > **Incorrectly directed customer to a non-existent 'CA' button in the MBE7000 admin UI, contradicting KB guidance.** > *[#LTS00130811](https://linksys.happyfox.com/staff/ticket/130811/)* **What better looks like:** - Always verify UI element names against the current KB or product documentation before instructing customers. - If unsure, admit the uncertainty and offer to check official resources together. ### 2. Engage customers promptly and provide clear next steps > **Failed to engage customer, played automated prompts repeatedly, and provided no valid troubleshooting for MX5300 setup issue.** > *[#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)* **What better looks like:** - Acknowledge the customer’s language preference immediately and avoid repetitive prompts. - Collect essential details (product model, serial number, LED status) upfront to steer the conversation efficiently. - Provide a structured troubleshooting path with clear, actionable steps and confirm completion at each stage. --- ## Next Week's Focus 1. **Start every call by confirming the product model and collecting the serial number.** This prevents missteps like assuming a “CA” button exists or misapplying reset procedures. 2. **Reference KB articles explicitly when guiding customers through UI navigation.** If a step isn’t documented, say so and offer to research together. 3. **Avoid repetitive prompt loops:** If a customer doesn’t respond to an IVR prompt, escalate to a live agent immediately rather than replaying the same message. 4. **Validate resolution at the end of each call:** Confirm the customer can see the expected LED color, access the admin page, and connect to the internet before closing. --- ## Technical Accuracy ### **Improvement** > **Incorrectly directed customer to a non-existent 'CA' button in the MBE7000 admin UI, contradicting KB guidance.** > *[#LTS00130811](https://linksys.happyfox.com/staff/ticket/130811/)* This misstep highlights the importance of verifying UI element names against official documentation before instructing customers. ### **Improvement** > **Failed to engage customer, played automated prompts repeatedly, and provided no valid troubleshooting for MX5300 setup issue.** > *[#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)* The absence of engagement and structured troubleshooting led to an unresolved call and customer frustration. ### **Improvement** > **Provided inaccurate LED color references (purple/pink) as reset modes, which are not standard Linksys indicators.** > *[#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)* Validating LED states against product-specific guidelines prevents misleading customers and reduces escalations. --- ## Coaching Moments ### **Strength** > **Persisted through customer confusion and eventually guided them to correct cable connections.** > *[#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)* This demonstrates patience and a commitment to finding a workable solution, even when initial steps are unclear. --- ## Escalation Lessons: What L2 Did No escalated case learning was available for this report. --- ## Coach Appendix **Highest-signal weekly trend:** The MX5300 setup calls consumed disproportionate time and scored lower across accuracy, protocol, and communication. The recurring pattern of unclear engagement, repetitive prompts, and inaccurate UI/LED guidance created inefficiency and customer frustration. **Key coaching pattern to address next week:** - **Engagement and data collection:** Ensure immediate acknowledgment of the customer’s language, confirm product model and serial number upfront, and avoid repetitive IVR loops. - **Technical validation:** Cross-check all UI element names and LED indicators against current KB articles before instructing customers. - **Resolution confirmation:** Systematically verify each troubleshooting step with the customer and confirm functional outcomes (e.g., solid blue LED, internet access) before closing. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130811](https://linksys.happyfox.com/staff/ticket/130811/) | 2026-05-26 01:04:37+00:00 | 1.9 | INBOUND | MBE7000 | SETUP | ⚠ Closed incorrectly | | [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/) | 2026-05-29 04:53:05+00:00 | 1.0 | INBOUND | MX5300 | SETUP | ⏳ Pending | | [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/) | 2026-05-29 05:03:03+00:00 | — | INBOUND | MX5300 | SETUP | — | | [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/) | 2026-05-29 05:18:19+00:00 | 3.0 | INBOUND | MX5300 | SETUP | ✓ Likely resolved |