Weiyu Zeng — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 2 | 10m 19s | BE5000 | SETUP | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 1.50 | 2 |
| Overall | 1.80 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 11m 43s | 1.80 | 5.00 | 1.00 | 1.00 | |
| OTHER | 1 | 8m 55s | 1.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 11m 43s.
- OTHER is one of the slowest families at 8m 55s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 10m 19s | 1.80 | 3.00 | 1.50 | 1.50 | ✓ |
Week-over-Week Movement
- Overall moved down 0.64 vs. last week.
- Accuracy moved up 0.60 vs. last week.
- Communication moved down 0.50 vs. last week.
- Average handle time moved down by 3m 07s.
- Family swing: MX handle time moved up by 6m 55s vs. last week.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Protocol and Communication Failures
Improvement
The agent needs to rebuild protocol discipline and communication clarity. Focus on:
- Acknowledging the customer immediately after connection
- Using structured troubleshooting steps (e.g., power-cycle, firmware check)
- Confirming understanding before moving to next steps
- Verifying resolution before closing the call
Accuracy and Resolution Failures
Improvement
Improve technical accuracy and resolution verification:
- Confirm product model before troubleshooting
- Use correct technical guidance (e.g., band separation, firmware updates)
- Validate that suggested fixes actually resolve the issue
- Document next steps clearly if follow-up is required
Next Week's Focus
- Start every call with a clear acknowledgment — “I understand you’re having X issue with your Y device. Let’s work through this together.”
- Verify product model and software version before suggesting any troubleshooting.
- Use a standard setup troubleshooting flow — power-cycle, check connections, update firmware, test in safe mode.
- Confirm resolution — “Did that fix the problem? If not, let’s try X next.”
Technical Accuracy
Improvement
Agent failed to respond after call connection despite customer describing a hardware fault (no lights on MX500 router). No troubleshooting steps were taken.
Improvement
Agent misidentified the product model (BE5000) and provided incorrect technical guidance about separating Wi‑Fi bands via a web interface without verifying the fix.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Highest-signal weekly trend: Both calls suffered from protocol and communication breakdowns, compounded by inaccurate technical guidance and lack of resolution verification. Focus next week on rebuilding structured call flows, accurate model identification, and explicit resolution confirmation before closure.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131769 | 2026-06-02 | 1.8 | INBOUND | MX5500 | SETUP | — |
| #LTS00131994 | 2026-06-03 | 1.8 | INBOUND | BE5000 | SETUP | ⏳ Pending |