xiangjie.zhang@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
9	9m 14s	MX5300	CONNECTIVITY	5	1

Work Mix Lens

Frontline-heavy week: 9 LTS queue calls vs 0 TE-owned calls.
Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Merged HappyFox agent aliases: Xiangjie Zhang, xiangjie.zhang@concentrix.com

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	3.00	7
Protocol	1.90	7
Communication	2.10	7
Overall	2.40	7

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication
MX	5	12m 20s	2.25	2.25	2.00	2.00
OTHER	2	11m 38s	2.35	3.00	1.50	2.00
MBE	2	7m 17s	3.00	4.00	2.00	2.50

Key Observations

MX is one of the slowest families at 12m 20s.
OTHER is one of the slowest families at 11m 38s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	4	11m 43s	2.20	2.50	2.00	2.00	✓
ACCESS	2	7m 17s	3.00	4.00	2.00	2.00
HARDWARE	2	4m 59s	2.40	3.00	1.50	2.00	✓
NO TROUBLESHOOTING NEEDED	1	4m 25s	3.00	3.00	2.00	2.00
GENERAL INQUIRY	1	8m 48s	3.00	5.00	2.00	2.00

Week-over-Week Movement

Accuracy moved up 0.54 vs. last week.
Average handle time moved down by 13m 46s.
Family swing: MX handle time moved down by 34m 38s vs. last week.
Family swing: OTHER handle time moved up by 3m 31s vs. last week.

What Went Well

Accurate model identification: Agent correctly identified the product model (MX5300) early in the call — [00:51].
Customer information collection: Collected customer's email ([REDACTED_EMAIL]) and approximate purchase date (November of the previous year), aiding future case continuity [04:27].

Growth Opportunities

Incorrect reset instructions for MX series: Incorrect reset time for MX series (20 seconds instead of ~10 seconds) — [02:04], [10:09].
Failure to verify modem/WAN connectivity: Failed to verify modem/WAN connectivity, a critical first step in Internet/WAN Setup issues — [28:18], [29:03].

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Incorrect reset procedures for multiple models (FGHSAX1800, MX2000, MX5300).
Failure to verify modem/WAN connectivity in connectivity-related calls.
Inadequate case documentation (missing serial numbers, warranty status).
Lack of structured troubleshooting leading to unresolved issues.

Technical Accuracy

Improvement

Provided materially incorrect reset procedure (WPS + power button for 5 seconds) for FGHSAX1800, contradicting KB guidance for AX/Max-Stream models (requires 10-second reset via reset button).

Improvement

Gave incorrect reset instructions for MX2000 node (30-second on/off power cycles instead of 10-second reset until red LED), failing to follow mesh-node recovery KB.

Improvement

Failed to verify modem/WAN connectivity before troubleshooting MX5300 red LED issue, missing critical first step in Internet/WAN Setup.

Improvement

Did not collect product model, serial number, or warranty information despite call involving repair confirmation email, violating case documentation protocol.

Improvement

Failed to perform router-side diagnostics (e.g., web UI login via http://myrouter.local, firmware check, or LED/node status verification) despite customer reporting persistent app crashes and zero device visibility.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Escalated to higher tier; email sent to customer for follow-up.
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Incorrect reset procedures for multiple models (FGHSAX1800, MX2000, MX5300).; Failure to verify modem/WAN connectivity in connectivity-related calls.; Inadequate case documentation (missing serial numbers, warranty status).

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130813	2026-05-26 01:22:55+00:00	1.70	INBOUND	FGHSAX1800	CONNECTIVITY	Agent will email customer with further instructions; no fix confirmed on call.
#LTS00130821	2026-05-26 04:36:41+00:00	1.80	INBOUND	MX2000	HARDWARE	Agent will email the customer, request a video of the node's LED behavior, and evaluate for a warranty replacement.
#LTS00130823	2026-05-26 05:54:54+00:00	3.00	INBOUND	MX5300	NO TROUBLESHOOTING NEEDED	Agent confirmed MX5300 can serve as primary router due to better performance, but gave no definitive compatibility list or follow-up resources.
#LTS00130381	2026-05-27 03:24:41+00:00	3.00	INBOUND	FGW5500	HARDWARE	Case escalated; customer will be contacted within 1–2 days for a resolution.
#LTS00131001	2026-05-27 05:42:56+00:00	—	INBOUND	MX2000	CONNECTIVITY	—
#LTS00131168	2026-05-28 02:50:52+00:00	3.00	INBOUND	MBE7000	ACCESS	Delete and reinstall the Linksys app. If the issue persists, call back for additional troubleshooting, including accessing the router's web UI (http://myrouter.local), verifying firmware, and evaluating potential hardware fault.
#PR00130372	2026-05-28 02:56:51+00:00	3.00	INBOUND	—	GENERAL INQUIRY	Agent will resend the email in the afternoon; customer to check mailbox and follow up if not received.
#LTS00131186	2026-05-28 06:25:06+00:00	3.00	INBOUND	MX5300	CONNECTIVITY	No resolution achieved. Call ended on hold without confirmation, escalation, or self-help path.
#LTS00131186	2026-05-28 06:29:50+00:00	1.20	INBOUND	MX5300	CONNECTIVITY	No resolution or next step provided. Call ended abruptly.
#LTS00131353	2026-05-29 01:15:59+00:00	3.00	INBOUND	MBE7000	ACCESS	Escalated to higher tier; email sent to customer for follow-up.