# Zhiliang Chen — Coaching Report
## Week of 2026-06-01 – 2026-06-07

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 5 | 19m 45s | LN1600 | SETUP | — | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.50 | 4 |
| Protocol | 1.25 | 4 |
| Communication | 2.25 | 4 |
| Overall | 1.98 | 4 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 2 | 18m 52s | 1.80 | 2.50 | 1.00 | 2.00 |  |
| MBE | 1 | 13m 54s | 2.20 | 3.00 | 1.00 | 2.00 |  |
| EA | 1 | 13m 8s | 2.10 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- LN is one of the slowest families at 18m 52s.
- MBE is one of the slowest families at 13m 54s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 4 | 16m 11s | 1.98 | 2.50 | 1.25 | 2.25 | ✓ |

## 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](https://linksys.happyfox.com/staff/ticket/131752/)

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## Growth Opportunities

- **Protocol adherence and case documentation**  
  > "Failed to create or reference a HappyFox case across multiple calls."  
  [#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/)  
  *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](https://linksys.happyfox.com/staff/ticket/131752/)  
  *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](https://linksys.happyfox.com/staff/ticket/131752/)

### **Improvement**
> "Incorrectly stated default credentials (admin/admin) for LN1600. KB states default password is on the label, not 'admin'."  
[#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/)

### **Improvement**
> "Failed to verify if the customer could reach the admin page at [REDACTED_PHONE] for LN1600."  
[#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/)

### **Improvement**
> "Did not address the browser 'not secure' warning or explain how to proceed past it for EA8100."  
[#LTS00131778](https://linksys.happyfox.com/staff/ticket/131778/)

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## Coaching Moments

*No additional coaching moments were extracted after the technical review.*

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## Escalation Lessons: What L2 Did

*No escalated case learning was available for this report.*

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## Coach Appendix

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

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/) | 2026-06-02 02:03:45 | 2.20 | INBOUND | LN1600 | SETUP | — |
| [#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/) | 2026-06-02 02:12:14 | 1.40 | INBOUND | LN1600 | SETUP | — |
| [#LTS00131778](https://linksys.happyfox.com/staff/ticket/131778/) | 2026-06-02 05:50:59 | 2.10 | INBOUND | EA8100 | SETUP | — |
| [#LTS00131789](https://linksys.happyfox.com/staff/ticket/131789/) | 2026-06-02 07:54:23 | 2.20 | INBOUND | MBE7000 | SETUP | ↻ Callback set |
| [#GI00131971](https://linksys.happyfox.com/staff/ticket/131971/) | 2026-06-03 02:06:43 | — | INBOUND |  | Unclassified | — |