zhiliang.chen@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 4 LTS queue calls vs 1 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
• Merged HappyFox agent aliases: Zhiliang Chen, zhiliang.chen@concentrix.com

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 59m 50s; outlier: 1.8x weekly median handle time.
• MBE is one of the slowest families at 5m 37s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.93 vs. last week.
• Accuracy moved down 1.75 vs. last week.
• Protocol moved down 0.50 vs. last week.
• Communication moved down 0.25 vs. last week.
• Average handle time moved up by 19m 50s.
• Family swing: MBE handle time moved down by 41m 11s vs. last week.
• Family swing: MX handle time moved up by 39m 56s vs. last week.

What Went Well

• Persistence through customer confusion: Persisted through customer confusion and eventually guided them to correct cable connections [85:49–86:13]. Successfully guided customer to complete Wi-Fi setup and achieve solid blue LED status [99:10].

Growth Opportunities

• Incorrect technical guidance: Provided materially incorrect technical guidance by inventing a non-existent 'CA' button in the MBE7000 admin UI, directly contradicting the KB.
• Failure to perform troubleshooting: No troubleshooting steps were performed despite KB guidance for speed issues (universal_speed_performance.md, universal_speed_diagnosis.md).

Next Week's Focus

• This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
• Incorrect technical guidance (e.g., non-existent UI elements, wrong Wi-Fi explanations)
• Failure to perform standard troubleshooting steps
• Repeated looping and poor call control
• Unresolved technical issues leading to escalations

Technical Accuracy

Improvement

Provided materially incorrect technical guidance by inventing a non-existent 'CA' button in the MBE7000 admin UI, directly contradicting the KB.

Improvement

Failed to perform any troubleshooting for speed-performance issues despite KB guidance (universal_speed_performance.md, universal_speed_diagnosis.md). Provided factually incorrect explanations (Wi-Fi as half-duplex, non-existent 'connector').

Improvement

Provided technically incorrect and nonsensical guidance for setup issue, leading to customer confusion.

Strength

Guided customer through factory reset, correct cable connections, and login to admin page, achieving solid blue LED and functional internet.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Callback

• Call Outcome: None - agent promised an undefined 'upgrade' but took no action to escalate or schedule follow-up.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-21 03:34:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Team,Here is a customer issue that needs to be escalated for further handling. Issue and description: 5G wifi slow speed Asset for escalation (Model number of the device): MBE7000 Firmware Version: [REDACTED_PHONE] Devices affected / involved (ie: handheld devices used, router used): iphone 17 Pro Max, PC Summary of TS or workarounds done: 1. When the router is connected to the computer via Ethernet cable, the speed test shows 900 Mbps; however, the phone speed test only shows 500 Mbps. 2. Af...'}, {'timestamp': '2026-05-21 03:35:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> New'}, {'timestamp': '2026-05-21 03:35:13', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-29 18:48:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi [@Kris Qin][1] , Thank you for your feedback. I appreciate the information that the customer only has 1 unit of MBE7000. I initially thought the customer had two units because of the tagging in Happy Fox CRM, MESH SYSTEMS - NODES = 2. (You may change this to 1 later). If the customer’s mobile phone is connected to the 5GHz band and is only getting about 483Mbps Download speed and 475Mbps Upload speed, this may be just the expected wireless internet speed throughput based on the usual 5GHz lin...'}, {'timestamp': '2026-06-01 07:29:16', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Hi [@Eric Marbella][1] The customer's mobile phone is an iPhone 17 Pro Max, and iPhones cannot display the link speed. Additionally, the customer also reported that sometimes the speed test results show 300Mbps and even 50Mbps. [1]: mailto:[REDACTED_EMAIL]"}, {'timestamp': '2026-06-01 19:21:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi [@Kris Qin][1] Thank you for your feedback. It would be helpful for further isolation, if our customer has another wireless client device that supports 6GHz (IEEE802.11axE) or much better, another client device that supports IEEE802.11be (Wi-Fi7). If our customer does not have other wireless client devices to test, let the customer’s iPhone 17 Pro Max delete preferred networks (wireless profiles especially the 2.4GHz and 5GHz SSID), and just connect only to the 6GHz SSID since the iPhone 17 P...'}, {'timestamp': '2026-06-05 03:33:46', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '[@Zhiliang Chen][1] 1、3 个频段分开名称，iphone17promax 连接 6g 信道测测速 2、是否有其他手机一并测试 5G 信号和 6G 信号的速度 [1]: mailto:[REDACTED_EMAIL]'}]
• Current Status: Callback

Coach Appendix

Weekly pattern unavailable.

Focus points: Incorrect technical guidance (e.g., non-existent UI elements, wrong Wi-Fi explanations); Failure to perform standard troubleshooting steps; Repeated looping and poor call control

This Week's Calls