Xiao Ge Ji — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 61m 53s; outlier: 3.0x weekly median handle time.
• MX is the slowest family at 34m 6s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.33 vs. last week.
• Communication moved up 0.33 vs. last week.
• Average handle time moved up by 19m 07s.
• Family swing: LN handle time moved up by 54m 37s vs. last week.
• Family swing: MX handle time moved up by 29m 03s vs. last week.

What Went Well

Xiao Ge Ji demonstrated strong communication skills this week, maintaining a polite and professional tone even when customers were confused or frustrated. This helped build trust and kept conversations productive.

"Okay, so let me just confirm if I'm talking with Hei Lau. And your email address here is lauhei at hotmail.com."

#LTS00130374

The agent also showed good problem-scoping abilities, recognizing when an issue was isolated to a single node among multiple devices. This helped focus troubleshooting efforts effectively.

Growth Opportunities

Technical accuracy gaps in troubleshooting

The agent provided materially incorrect technical advice in several instances, particularly around MX6200 capabilities. To improve, the agent should focus on verifying product-specific features before instructing customers.

"Attempted to disable MLO on MX6200, which does not support this feature; this reflects a serious knowledge gap."

#LTS00130374

Next step: Before suggesting advanced settings, confirm product compatibility using the product manual or knowledge base.

Incomplete troubleshooting steps

The agent missed basic verification steps for wired backhaul issues, such as checking Ethernet cable status or port LEDs. Collecting model and serial numbers would also improve future support.

"Failed to verify Ethernet cable or port status for wired backhaul failure, leaving the core issue unaddressed. No model or serial number was collected, limiting future support."

#LTS00132186

Next step: Always verify physical layer status (cable, port, LEDs) and collect model/serial numbers early in the call.

Next Week's Focus

• Verify product capabilities before suggesting advanced settings – Check the product manual or knowledge base for feature support.
• Perform basic physical layer checks for wired issues – Confirm cable connectivity, port status, and LED indicators.
• Collect model and serial numbers early – This enables accurate troubleshooting and warranty checks.
• Follow standard procedures for red-blinking nodes – Use factory reset and re-pairing via WPS or app as first steps.

Technical Accuracy

Improvement

Note: Agent provided incorrect technical advice: disabling Express Forwarding has no impact on node pairing or red LED states. This reflects a serious knowledge gap about MX6200 capabilities. #LTS00130374

Improvement

Note: Agent failed to verify Ethernet cable or port status for wired backhaul failure, leaving the core issue unaddressed. No model or serial number was collected, limiting future support. #LTS00132186

Improvement

Note: Agent did not verify physical layer (Ethernet cable, LAN port, wired backhaul setting) for the MX6200 node that ignored wired connection. No serial number or warranty eligibility was confirmed before discussing escalation/replacement. #LTS00132189

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

The highest-signal weekly trend is the need for improved technical accuracy, particularly around MX6200 capabilities and wired backhaul troubleshooting. The agent should focus on verifying product-specific features and performing basic physical layer checks before suggesting advanced settings or escalation.

This Week's Calls