# xiangjie.zhang@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 | | --- | --- | --- | --- | --- | --- | | 6 | 18m 48s | MBE7000 | CONNECTIVITY | 5 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.75 | 4 | | Protocol | 1.50 | 4 | | Communication | 1.75 | 4 | | Overall | 1.65 | 4 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MBE | 2 | 37m 4s | 1.00 | 1.00 | 1.00 | 1.00 | Outlier: 2.6x weekly median handle time | | MR | 2 | 21m 6s | 1.10 | 1.00 | 1.00 | 2.00 | | | EA | 1 | 7m 51s | 2.60 | 4.00 | 2.00 | 2.00 | | | MX | 1 | 5m 42s | 1.90 | 1.00 | 2.00 | 2.00 | | **Key Observations** - MBE is the slowest family at 37m 4s; outlier: 2.6x weekly median handle time. - MR is one of the slowest families at 21m 6s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 3 | 16m 37s | 1.85 | 2.50 | 1.50 | 2.00 | ✓ | | ACCESS | 1 | 5m 42s | 1.90 | 1.00 | 2.00 | 2.00 | ✓ | | SETUP | 2 | 38m 8s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ | ## Week-over-Week Movement - Overall moved down 0.85 vs. last week. - Accuracy moved down 1.45 vs. last week. - Protocol moved down 0.30 vs. last week. - Communication moved down 0.25 vs. last week. - Average handle time moved up by 12m 19s. - Family swing: MBE handle time moved up by 28m 10s vs. last week. ## What Went Well No transcript highlights available for this week. --- ## Growth Opportunities ### 1. Replace non-official URLs with correct Linksys domains > "Regarding this, I'm not sure if the official website displays it. However, we did receive notification that it was discontinued around the weekend of the week before last. The remote access website, linksysmallwaza.com, is [unclear]." [#LTS00131542](https://linksys.happyfox.com/staff/ticket/131542/) **Next step:** Always verify URLs against the official Linksys domain list before sharing them. When in doubt, direct customers to the support portal or provide the correct admin URL (e.g., http://[REDACTED_PHONE] or http://myrouter.local for EA series). ### 2. Provide concrete next steps instead of vague callbacks > "Customer to obtain a computer or tablet and call back for step-by-step web-UI configuration." [#LTS00131761](https://linksys.happyfox.com/staff/ticket/131761/) **Next step:** When a callback is necessary, give the customer a specific, actionable task to complete before the next call (e.g., "Access the router at http://[REDACTED_PHONE], log in with your admin password, and take screenshots of the Wireless Settings page"). --- ## Next Week's Focus 1. **Verify URLs before sharing** – Keep a quick reference of official Linksys domains handy and double-check any URL you plan to give a customer. 2. **Give customers a concrete next step** – Instead of “call back,” provide a clear, doable action (e.g., “log in to the router and take a screenshot of X”). 3. **Practice MBE7000 setup flows** – Review the KB for MBE7000 setup, especially fiber/DHCP scenarios, and rehearse the required diagnostic questions (model, serial, ISP type, LED status). 4. **Reduce filler language** – Replace “Hmm, yes” and similar phrases with concise, informative statements to improve communication clarity and efficiency. --- ## Technical Accuracy ### **Improvement** Provided incorrect and unsafe URLs ('linksysmallwaza.com' and 'smallwifi.com') instead of official Linksys domains, violating KB guidance. [#LTS00131542](https://linksys.happyfox.com/staff/ticket/131542/) ### **Improvement** Failed to provide the correct admin URL for EA9350v3 (should be http://[REDACTED_PHONE] or http://myrouter.local per `ea_series_router_setup.md`). [#LTS00131761](https://linksys.happyfox.com/staff/ticket/131761/) ### **Improvement** Gave incorrect PPPoE-skip guidance for a fiber/DHCP connection, contradicting KB and leaving the customer without resolution. [#LTS00131987](https://linksys.happyfox.com/staff/ticket/131987/) ### **Improvement** No issue identification, no troubleshooting performed, and call ended without resolution or next steps. [#LTS00132174](https://linksys.happyfox.com/staff/ticket/132174/) --- ## 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 trend:** Persistent technical inaccuracies (incorrect URLs, admin access guidance, PPPoE instructions) and inconsistent closure practices, especially for MBE7000 and connectivity cases. Focus next coaching on URL verification, concrete next-step scripting, and MBE setup protocol reinforcement. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131542](https://linksys.happyfox.com/staff/ticket/131542/) | 2026-06-01 06:08:27+00:00 | 1.9 | INBOUND | MX5300 | ACCESS | ⚠ Closed incorrectly | | [#LTS00131761](https://linksys.happyfox.com/staff/ticket/131761/) | 2026-06-02 03:04:12+00:00 | 2.6 | INBOUND | EA9300 | CONNECTIVITY | ↻ Callback set | | [#LTS00131777](https://linksys.happyfox.com/staff/ticket/131777/) | 2026-06-02 05:53:27+00:00 | — | INBOUND | MR8300 | CONNECTIVITY | — | | [#LTS00131987](https://linksys.happyfox.com/staff/ticket/131987/) | 2026-06-03 04:47:28+00:00 | 1.1 | INBOUND | MR7500 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00132174](https://linksys.happyfox.com/staff/ticket/132174/) | 2026-06-03 10:14:36+00:00 | 1.0 | INBOUND | MBE7000 | SETUP | ⚠ Closed incorrectly | | [#LTS00132174](https://linksys.happyfox.com/staff/ticket/132174/) | 2026-06-04 02:28:41+00:00 | — | INBOUND | MBE7000 | SETUP | — |