xiaoge.ji@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
6	9m 43s	MX2000	HARDWARE	2	1

Work Mix Lens

Frontline-heavy week: 5 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: Xiao Ge Ji, xiaoge.ji@concentrix.com

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	3.33	6
Protocol	1.33	6
Communication	2.00	6
Overall	2.62	6

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
E	1	21m 58s	3.00	2.00	2.00	3.00	Outlier: 2.8x weekly median handle time
MX	3	8m 25s	1.83	2.67	1.33	1.33
LN	1	7m 16s	3.00	3.00	2.00	2.00
MR	1	3m 56s	3.00	3.00	1.00	2.00

Key Observations

E is the slowest family at 21m 58s; outlier: 2.8x weekly median handle time.
MX is one of the slowest families at 8m 25s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
HARDWARE	3	10m 16s	3.00	3.33	1.33	2.00	✓
SETUP	2	5m 50s	2.00	2.50	1.50	1.50	✓
NO TROUBLESHOOTING NEEDED	1	5m 42s	1.50	3.00	1.00	1.00	✓

Week-over-Week Movement

Accuracy moved up 0.64 vs. last week.
Protocol moved down 0.48 vs. last week.
Average handle time moved down by 12m 08s.
Family swing: MX handle time moved down by 19m 23s vs. last week.

What Went Well

Accurate product identification in hardware escalation

> "The problem is that after I plugged in this adapter The power on light, whether red or blue, is not lighting up. Actually it was working fine and then suddenly became like this. But until today I haven't received your email reply."

#PR00130372

Polite and cooperative tone

> "Hello, hello, Linksys product service provider, what can I help you with?"

#PR00130372

Growth Opportunities

Product misidentification

> "How many units do you have? Mouse."

#LTS00130812

Next step: Always verify the product model before proceeding with troubleshooting. Confirm the exact model number and match it against known product documentation.

Incorrect troubleshooting steps

> "Attempted factory reset with 20-second hold"

#LTS00131191

Next step: Follow KB guidelines for reset procedures. For EA8450, the correct factory reset duration is 10 seconds, not 20–30 seconds.

Next Week's Focus

Verify product model and serial number before any troubleshooting steps.
Follow KB-documented reset procedures exactly as specified for each model.
Collect and document warranty information early in the call to facilitate escalations.
Set clear next steps for customers, especially when hardware replacement or further diagnostics are needed.

Technical Accuracy

Improvement

Severe product misidentification led to incorrect troubleshooting guidance.

#LTS00130812

Improvement

Incorrect reset duration provided, contradicting KB guidance.

#LTS00130812

Improvement

Incorrect reset duration for EA8450; KB specifies 10 seconds for factory reset.

#LTS00131191

Improvement

Failed to collect serial number despite discussing hardware purchase and topology advice.

#LTS00131167

Improvement

No product model or serial number obtained despite clear symptoms.

#LTS00131174

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#PR00130372 — Resolved by Level 2

What L1 saw: Customer reported a router power LED (red/blue) not lighting after adapter was plugged in; device suddenly stopped working.
Why it escalated: The case was escalated due to the customer's frustration and the lack of progress from L1.
Related call chain: This was a repeat contact involving multiple agents, indicating a need for better documentation and handoff.
What L2 did: L2 provided a replacement LN1401 and coordinated with the customer for the swap.
Current state: The case is resolved with the customer instructed to contact TagBeta for the replacement.
L1 learning points:

1. Collect essential device information (model, serial, warranty) before escalation.

2. Attempt basic troubleshooting steps for non-responsive routers (e.g., power-cycle, adapter check).

3. Document all customer interactions and next steps clearly to avoid repeat contacts.

Coach Appendix

Highest-signal weekly trend: Product misidentification leading to incorrect troubleshooting and escalations. Focus on accurate product verification and adherence to KB guidelines.
Recurring technical pattern: Incorrect reset procedures and failure to collect serial numbers. Ensure compliance with documented reset durations and collect warranty information early.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130812	2026-05-26 01:00:16+00:00	1.00	INBOUND	MX2000	SETUP	Agent promised to email a setup guide within 48 hours; no fix confirmed and no troubleshooting path completed.
#PR00130372	2026-05-26 03:05:32+00:00	3.00	INBOUND		HARDWARE	Customer instructed to contact TagBeta (phone number in email) to arrange a replacement.
#PR00130372	2026-05-26 03:38:28+00:00	3.00	INBOUND	MR7500	HARDWARE	Advised customer to call PAT DATA (256-516-82) to follow up on replacement or refund status.
#LTS00131006	2026-05-27 07:10:27+00:00	3.00	INBOUND	LN1400	SETUP	Customer to call back tomorrow when near the router for proper troubleshooting.
#LTS00131167	2026-05-28 02:45:05+00:00	1.50	INBOUND	MX5300	NO TROUBLESHOOTING NEEDED	Customer will consider repositioning the satellite or purchasing an additional MX-5300 unit. No technical fix confirmed or self-help path provided.
#LTS00131174	2026-05-28 04:11:08+00:00	3.00	INBOUND	MX4200	SETUP	Customer to call back while near the device for step-by-step setup guidance.
#LTS00131191	2026-05-28 07:00:31+00:00	3.00	INBOUND	E8450	HARDWARE	Customer to obtain a LAN-connected computer and call back for further troubleshooting; possible hardware fault.