xiangjie.zhang@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is one of the slowest families at 11m 38s.
• MBE is one of the slowest families at 8m 54s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.27 vs. last week.
• Accuracy moved up 0.87 vs. last week.
• Protocol moved down 0.20 vs. last week.
• Communication moved down 0.33 vs. last week.
• Average handle time moved down by 22m 57s.
• Family swing: MX handle time moved down by 76m 03s vs. last week.

What Went Well

This week’s strengths focus on accurate problem identification and professional tone.

Accurate troubleshooting for hardware validation

The agent correctly identified warranty-eligible hardware issues and set clear next steps for replacement evaluation.

#LTS00130381

Polite and professional communication

Even when customers expressed frustration, the agent maintained a calm, respectful tone and acknowledged wait times.

#LTS00131353

Growth Opportunities

Avoid model-agnostic reset instructions

Current gap: Providing reset procedures that apply only to specific models without confirming the exact device risks customer error and repeated contacts.

What good looks like: Always verify the product model first, then reference the exact KB reset steps for that model (e.g., 10‑second reset button for AX devices).

Next step: Before any reset instruction, ask “Can you confirm the exact model number?” and pull the model-specific KB article.

#LTS00130813

Capture essential product details upfront

Current gap: Several calls lacked critical data (model, serial, warranty status) that are required for accurate diagnostics, warranty checks, and efficient escalation.

What good looks like: Systematically collect model, serial, firmware version, and purchase date within the first 30 seconds of every call.

Next step: Use the opening script: “To help me locate the right resources quickly, could you share the model number, serial number, and when you purchased the device?”

#PR00130372

Next Week's Focus

1. Model-first troubleshooting – Confirm the exact product model before suggesting any reset or configuration change.
2. KB-driven reset guidance – When instructing resets, read the exact steps from the model-specific KB article and verify completion.
3. Upfront data capture – Add model/serial/warranty collection to the call opening for every inbound case.
4. Clear escalation handoffs – When escalating, document every diagnostic step performed and the exact customer-reported symptoms in the HappyFox ticket.

Technical Accuracy

Improvement

Failed to provide model-specific reset instructions (WPS + power button for 5 seconds) that contradict KB guidance for AX/Max-Stream devices.

#LTS00130813

Improvement

Provided incorrect reset procedure for MX2000 mesh node (30‑second power cycles) instead of the KB-documented 10‑second reset until red LED appears.

#LTS00130821

Improvement

Did not collect product model, serial number, or warranty information during a repair-confirmation follow-up call.

#PR00130372

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#LTS00131353 — Resolved by Level 2

Coach Appendix

Internal use only – not for agent distribution

• Weekly trend: Frontline-heavy week (5 LTS calls, 0 TE escalations). Accuracy improved (+0.87) but protocol and communication scores dipped, likely due to rushed handling of complex hardware issues.
• Recurring pattern: Inaccurate reset instructions and missing product data caused extended handle times and customer frustration. Focus next week on model verification and KB adherence before troubleshooting.
• Quote governance: All extracted quotes adhere to sanitization rules; no new transcript excerpts introduced beyond provided data.

This Week's Calls