# xiangjie.zhang@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 | | --- | --- | --- | --- | --- | --- | | 5 | 9m 19s | MBE7000 | HARDWARE | 5 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.20 | 5 | | Protocol | 1.80 | 5 | | Communication | 2.00 | 5 | | Overall | 2.50 | 5 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | OTHER | 2 | 11m 38s | 2.35 | 3.00 | 1.50 | 2.00 | | | MBE | 1 | 8m 54s | 3.00 | 4.00 | 2.00 | 2.00 | | | MX | 1 | 5m 37s | 1.80 | 1.00 | 2.00 | 2.00 | | **Key Observations** - OTHER is one of the slowest families at 11m 38s. - MBE is one of the slowest families at 8m 54s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | HARDWARE | 2 | 4m 55s | 2.40 | 3.00 | 1.50 | 2.00 | ✓ | | CONNECTIVITY | 1 | 19m 2s | 1.70 | 1.00 | 2.00 | 2.00 | ✓ | | ACCESS | 1 | 8m 54s | 3.00 | 4.00 | 2.00 | 2.00 | | | GENERAL INQUIRY | 1 | 8m 48s | 3.00 | 5.00 | 2.00 | 2.00 | | ## 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](https://linksys.happyfox.com/staff/ticket/130381/) > **Polite and professional communication** > Even when customers expressed frustration, the agent maintained a calm, respectful tone and acknowledged wait times. > [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130813/) ### 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](https://linksys.happyfox.com/staff/ticket/130372/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130813/) ### **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](https://linksys.happyfox.com/staff/ticket/130821/) ### **Improvement** Did not collect product model, serial number, or warranty information during a repair-confirmation follow-up call. [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Customer reported Linksys app showing zero devices and zero mesh nodes after reinstall attempts. App version 3.6.0 on iPhone 16 Pro. | | **Why it escalated** | L1 did not verify mesh node LED states, skipped local admin page diagnostics, and lacked model-specific troubleshooting before handing off. | | **What L2 did** | L2 confirmed the MBE7000 mesh node needed a factory reset via the reset button (10 seconds until red LED), re-added the node through the admin page (myrouter.local), and verified firmware compatibility. | | **Current state** | Issue resolved after L2-guided reset and reconfiguration. | | **L1 learning points** | 1. Always check mesh node LEDs (solid blue = ready, flashing = issue). 2. For MBE7000, use 10‑second reset button press, not WPS. 3. Attempt re-addition via admin page before escalation. 4. Capture firmware version and app version early. | --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) | 2026-05-26 01:22 | 1.7 | INBOUND | FGHSAX1800 | CONNECTIVITY | Pending | | [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/) | 2026-05-26 04:36 | 1.8 | INBOUND | MX2000 | HARDWARE | Pending | | [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) | 2026-05-27 03:24 | 3.0 | INBOUND | FGW5500 | HARDWARE | Callback set | | [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 02:56 | 3.0 | INBOUND | — | GENERAL INQUIRY | Pending | | [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) | 2026-05-29 01:15 | 3.0 | INBOUND | MBE7000 | ACCESS | ↑ Escalated |