# xiaoge.ji@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 | 7m 59s | MR7500 | HARDWARE | 2 | 1 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 3.00 | 3 |
| Protocol | 1.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 2.33 | 3 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 15m 8s | 1.00 | 1.00 | 1.00 | 1.00 | Outlier: 1.6x weekly median handle time |
| MR | 1 | 3m 56s | 3.00 | 3.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 15m 8s; outlier: 1.6x weekly median handle time.
- MR is one of the slowest families at 3m 56s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| HARDWARE | 2 | 4m 24s | 3.00 | 4.00 | 1.00 | 2.00 |  |
| SETUP | 1 | 15m 8s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.17 vs. last week.
- Accuracy moved down 0.33 vs. last week.
- Protocol moved down 0.67 vs. last week.
- Communication moved down 0.33 vs. last week.
- Average handle time moved down by 3m 24s.

## What Went Well

- **Product model identification:**  
  > I haven't been able to receive it, so I don't want to find out where the error is. Should I call there and tell them I have an LTS number and they'll accept it? Because I refreshed again for a long time and it's still not there.  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)  

  The agent correctly identified and confirmed the product model (MR7500) during the call, which is relevant for hardware fault handling.

---

## Growth Opportunities

- **Technical troubleshooting omission:**  
  > If you sent an email to us today, we would have the account password, right?  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)  

  **What better looks like:** For non‑responsive routers, always attempt basic power-cycle and adapter checks before escalating. Verify the power LED behavior, confirm the adapter is securely connected, and try a hard reset if needed. Document findings before handing off.

- **Incorrect product identification:**  
  > How many mice do you have?  
  [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)  

  **What better looks like:** Confirm the exact product model early in the call using the customer’s description or visible labels. Avoid assumptions (e.g., calling a router a “mouse”) and verify before proceeding with troubleshooting.

---

## Next Week's Focus

1. **Start every hardware call with a quick product verification:** Ask for the exact model name/number and confirm it matches the customer’s device.  
2. **Add a power-cycle step to every router troubleshooting flow:** Instruct customers to unplug, wait 10 seconds, and replug the power adapter.  
3. **Document serial numbers and warranty details before escalation:** This speeds up L2 handoffs and reduces repeat contacts.  
4. **Practice concise escalation notes:** Include symptoms, steps already tried, and customer sentiment to give L2 a clear picture.

---

## Technical Accuracy

### **Improvement**  
> Agent failed to perform any troubleshooting for a non-responsive router (power LED issue). No power-cycle or adapter check was attempted.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
> Severe product misidentification led to incorrect troubleshooting instructions and customer confusion.  
[#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)

### **Improvement**  
> Agent directed customer to call PAT DATA without providing a case number or confirming the correct escalation path, leaving the customer to restart the process.  
[#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

### [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) — Updated

- **What L1 saw:** Customer reported a router power LED not lighting after plugging in the adapter; device suddenly stopped working. L1 confirmed the email address, resent a missing email, and escalated the hardware-failure case to TagBeta without performing any troubleshooting or collecting product details.  
- **Why it escalated:** The case was escalated due to the customer’s frustration over not receiving an RMA email and the lack of progress from L1.  
- **Related call chain:** This was part of a multi-call chain involving multiple agents. The initial call was closed pending email receipt, and subsequent calls involved escalation and redirection without resolution.  
- **What L2 did:** L2 updated the case status and directed the customer to contact TagBeta for hardware replacement. No further technical diagnosis or resolution steps were documented.  
- **Current state:** The case is marked as “Updated,” indicating it is awaiting customer action.  
- **L1 learning points:**  
  1. Always collect product model, serial number, and warranty information before escalating hardware issues.  
  2. Perform basic troubleshooting (power-cycle, adapter check) for non‑responsive routers to rule out simple fixes.  
  3. Provide clear escalation instructions, including case numbers and next steps, to avoid customer confusion.

---

## Coach Appendix

- The week’s most significant trend is inconsistent protocol adherence, especially in hardware troubleshooting and product identification. Focus on building a repeatable troubleshooting framework for MX and MR series routers, emphasizing early model confirmation and basic power/LED diagnostics.  
- The MX2000 setup call stands out as an extreme handle-time outlier with across-the-board low scores; this highlights a need for targeted training on setup flows for this product family.  
- All evidence above reflects the agent’s current performance patterns and does not introduce new quotes beyond those already surfaced.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/) | 2026-05-26 01:00:16 | 1 | INBOUND | MX2000 | SETUP | Agent promised to email a setup guide within 48 hours; no fix confirmed and no troubleshooting path completed. |
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-26 03:05:32 | 3 | INBOUND |  | HARDWARE | Customer instructed to contact TagBeta (phone number in email) to arrange a replacement. |
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-26 03:38:28 | 3 | INBOUND | MR7500 | HARDWARE | Advised customer to call PAT DATA (256-516-82) to follow up on replacement or refund status. |