weiyu.zeng@concentrix.com — 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 |
|---|---|---|---|---|---|
| 3 | 18m 12s | FGW5500 | HARDWARE | 3 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 3 |
| Protocol | 2.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 2.63 | 3 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | 22m 4s | 3.00 | 3.00 | 2.00 | 2.00 | |
| MBE | 1 | 16m 39s | 3.00 | 2.00 | 2.00 | 2.00 | |
| MX | 1 | 15m 52s | 1.90 | 1.00 | 2.00 | 1.00 |
Key Observations
- OTHER is one of the slowest families at 22m 4s.
- MBE is one of the slowest families at 16m 39s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 18m 58s | 2.45 | 2.00 | 2.00 | 1.50 | ✓ |
| SETUP | 1 | 16m 39s | 3.00 | 2.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Overall moved down 0.37 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Communication moved down 0.33 vs. last week.
- Average handle time moved down by 9m 05s.
- Family swing: MBE handle time moved down by 10m 38s vs. last week.
What Went Well
- Warranty claim initiation
Collected essential customer information (name, phone, email, serial number, purchase channel, and date). Initiated a valid warranty claim for hardware replacement, aligning with support protocol for in-warranty devices.
- Customer information collection
Accurately captured serial number, purchase date, store, phone, and email details, enabling seamless escalation and follow-up.
Growth Opportunities
- Incorrect reset guidance
What better looks like: Provide model-specific reset durations (e.g., ~10 seconds for MX6200, not 20 seconds) and avoid undefined terms like “Nauta.”
> The agent instructed a 20-second reset on an MX6200 and used the term “Nauta,” which confused the customer.
- Missing basic troubleshooting
What better looks like: Verify correct admin URLs (e.g., http://myrouter.info for MBE7000) and perform power-cycle, LAN check, and IP verification before concluding hardware failure.
> The agent skipped LAN/IP checks and did not confirm the MBE7000’s admin URL, leading to unnecessary escalation.
Next Week's Focus
- Practice model-specific reset durations (e.g., 10–15 seconds for most devices) and confirm WAN/SIM status for 4G/5G routers.
- Always verify the correct admin URL early in setup calls (e.g.,
myrouter.infofor MBE7000). - Run basic troubleshooting branches first: power-cycle modem/router, check LAN cable, and confirm IP via Linksys app or network settings.
- Use clear, concise language and avoid jargon; paraphrase complex steps for the customer.
Technical Accuracy
Improvement
Provided incorrect reset duration for MX6200 (~20s instead of ~10s per KB). Used non-existent term 'Nauta' multiple times, causing customer confusion.
Improvement
Failed to identify correct admin URL for MBE7000 (should be http://myrouter.info, not [REDACTED_PHONE]). Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).
Strength
Correctly identified hardware fault on FGW5500 and initiated valid warranty claim process with clear timeline (1-2 business days).
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#LTS00131007 — Resolved by Level 2
- What L1 saw: FGW5500 router with red globe light (no signal) and poor Wi-Fi performance for a week; China Mobile confirmed the issue was not on their end.
- Why it escalated: L1 concluded hardware failure without verifying SIM/WAN status or performing a modem power-cycle.
- What L2 did: Level 2 resolution steps were not documented in the local snapshot.
- Current state: Resolved via warranty claim for hardware replacement.
- L1 learning points:
1. Always verify SIM/WAN status and perform a modem power-cycle for 4G/5G devices.
2. Use structured troubleshooting: reset duration, firmware check, and signal tests before hardware conclusion.
3. Document all steps clearly to avoid redundant escalation.
#LTS00131160 — Resolved by Level 2
- What L1 saw: MX6200 Velop 6E failing to broadcast Wi‑Fi SSID; solid blue LED indicated abnormal state.
- Why it escalated: L1 provided incorrect reset duration (20s vs. ~10s) and performed repetitive power cycles without diagnostic purpose.
- What L2 did: Level 2 resolution steps were not documented in the local snapshot.
- Current state: Resolved via warranty claim for hardware replacement.
- L1 learning points:
1. Use model-specific reset durations (e.g., ~10 seconds for MX6200).
2. Avoid undefined terms like “Nauta”; rely on KB-approved language.
3. Perform targeted diagnostics (e.g., LAN check, IP verification) before concluding hardware failure.
Coach Appendix
Frontline-heavy week focused on hardware and setup issues. Key trends: inconsistent reset guidance (especially for MX series), missing basic troubleshooting on MBE7000, and lower communication scores. Prioritize model-specific KB familiarity, structured troubleshooting flows, and clear customer communication to improve accuracy and overall scores next week.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131007 | 2026-05-27 07:30:47+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | ↑ Escalated |
| #LTS00131160 | 2026-05-28 02:08:02+00:00 | 1.90 | INBOUND | MX6200 | HARDWARE | ↑ Escalated |
| #LTS00131189 | 2026-05-28 06:51:08+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | ↻ Callback set |