weiyu.zeng@concentrix.com — 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 |
|---|---|---|---|---|---|
| 1 | 47m 4s | MX6200 | Unclassified | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | — | 1 |
| Protocol | — | 1 |
| Communication | — | 1 |
| Overall | — | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 47m 4s | — | — | — | — |
Key Observations
- MX is one of the slowest families at 47m 4s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| Unclassified | 1 | 47m 4s | — | — | — | — |
Week-over-Week Movement
- Average handle time moved up by 28m 52s.
- Family swing: MX handle time moved up by 31m 12s vs. last week.
What Went Well
No strengths were identified this week based on available evidence.
Growth Opportunities
Apply Structured Troubleshooting for MX Router Issues
MX6200
Improvement
[02:41] CHANNEL_RIGHT: 紅燈,你這樣,你,呃,我,你用手機,你現在那個LOUTER的Wi-Fi名有沒有改過? 是不是LOUTER機第二次的Wi-Fi名?
The call lacked systematic troubleshooting for the MX6200’s red light issue. What good looks like: Guide customers through isolation steps (e.g., power cycling the router, verifying LED states, checking Ethernet connectivity) before concluding the call. Confirm resolution verbally and document findings before marking tickets as "Resolved".
Next Week's Focus
- Use MX router troubleshooting guides for red light/diagnostic issues (e.g., power cycle, LED interpretation, firmware checks).
- Confirm resolution with the customer before closing tickets—ask, “Is the issue fully resolved?” and document their confirmation.
- Categorize issues using the standard taxonomy during call opening to improve problem tracking.
- Practice concise handoffs when escalation is needed—document steps taken and customer context clearly.
Technical Accuracy
Improvement
MX6200
[02:41] CHANNEL_RIGHT: 紅燈,你這樣,你,呃,我,你用手機,你現在那個LOUTER的Wi-Fi名有沒有改過? 是不是LOUTER機第二次的Wi-Fi名?
Note: The agent did not execute or document basic troubleshooting steps (e.g., power cycle, connection checks) for the MX6200 red light issue. The ticket was marked “Resolved” without evidence of issue resolution. Next step: Always verify functionality with the customer and document resolution before closure.
No additional technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.
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
Internal use only – not for agent review
This week’s single call highlights a critical gap in troubleshooting rigor for MX routers. The agent collected basic information but did not apply structured diagnostics, leading to an unresolved ticket closure. Focus next week on deliberate practice of MX-specific troubleshooting flows and explicit resolution confirmation. Handle time remains high; optimizing diagnostic efficiency will reduce future call duration.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00132187 | 2026-06-04 07:04:31+00:00 | — | INBOUND | MX6200 | Unclassified | — |
No calls were resolved or escalated this week.