Zhiliang Chen — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is one of the slowest families at 18m 52s.
• MBE is one of the slowest families at 13m 54s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 1.17 vs. last week.
• Protocol moved down 0.42 vs. last week.
• Communication moved up 0.58 vs. last week.
• Average handle time moved down by 23m 32s.
• Family swing: MBE handle time moved up by 9m 38s vs. last week.

What Went Well

• Polite and patient communication

> "Maintained a polite tone throughout the interaction."

#LTS00131752

Growth Opportunities

• Protocol adherence and case documentation

> "Failed to create or reference a HappyFox case across multiple calls."

#LTS00131752

What better looks like: Always create or reference a HappyFox case for every customer interaction, document troubleshooting steps, and confirm next steps with the customer before ending the call.

• Technical accuracy and troubleshooting depth

> "Provided incorrect firmware URL (www.ln1600.com) and default credentials (admin/admin) for LN1600."

#LTS00131752

What better looks like: Verify KB guidance before providing instructions, use correct Linksys domains for firmware, and reference the actual default credentials for each product.

Next Week's Focus

1. Create a HappyFox case for every call — document the issue, steps taken, and next steps.
2. Verify product-specific KB guidance before providing URLs, credentials, or reset instructions.
3. Confirm resolution or set a clear follow-up — never end a call without verifying the customer’s next action or scheduling a callback when needed.
4. Practice structured troubleshooting — start with the most common causes for SETUP issues (connectivity, browser security, VPN) and proceed logically.

Technical Accuracy

Improvement

"Provided incorrect firmware download URL (www.ln1600.com) for LN1600 at [02:15]. Correct URL should be a Linksys domain."

#LTS00131752

Improvement

"Incorrectly stated default credentials (admin/admin) for LN1600. KB states default password is on the label, not 'admin'."

#LTS00131752

Improvement

"Failed to verify if the customer could reach the admin page at [REDACTED_PHONE] for LN1600."

#LTS00131752

Improvement

"Did not address the browser 'not secure' warning or explain how to proceed past it for EA8100."

#LTS00131778

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

No additional coach-only appendix material was extracted this week.

This Week's Calls