# 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 | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 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. |