# 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](https://linksys.happyfox.com/staff/ticket/130372/)

- **Polite and cooperative tone**  
  > "Hello, hello, Linksys product service provider, what can I help you with?"  
  [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Growth Opportunities

- **Product misidentification**  
  > "How many units do you have? Mouse."  
  [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)  
  **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](https://linksys.happyfox.com/staff/ticket/131191/)  
  **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

1. **Verify product model and serial number** before any troubleshooting steps.
2. **Follow KB-documented reset procedures** exactly as specified for each model.
3. **Collect and document warranty information** early in the call to facilitate escalations.
4. **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](https://linksys.happyfox.com/staff/ticket/130812/)

- **Improvement**  
  **Incorrect reset duration provided, contradicting KB guidance.**  
  [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/)

- **Improvement**  
  **Incorrect reset duration for EA8450; KB specifies 10 seconds for factory reset.**  
  [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/)

- **Improvement**  
  **Failed to collect serial number despite discussing hardware purchase and topology advice.**  
  [#LTS00131167](https://linksys.happyfox.com/staff/ticket/131167/)

- **Improvement**  
  **No product model or serial number obtained despite clear symptoms.**  
  [#LTS00131174](https://linksys.happyfox.com/staff/ticket/131174/)

---

## Coaching Moments

**No additional coaching moments were extracted after the technical review.**

---

## Escalation Lessons: What L2 Did

### [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) — 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](https://linksys.happyfox.com/staff/ticket/130812/) | 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](https://linksys.happyfox.com/staff/ticket/130372/) | 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](https://linksys.happyfox.com/staff/ticket/130372/) | 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](https://linksys.happyfox.com/staff/ticket/131006/) | 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](https://linksys.happyfox.com/staff/ticket/131167/) | 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](https://linksys.happyfox.com/staff/ticket/131174/) | 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](https://linksys.happyfox.com/staff/ticket/131191/) | 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. |