weiyu.zeng@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 3 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: Weiyu Zeng, weiyu.zeng@concentrix.com

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 29m 24s; outlier: 1.5x weekly median handle time.
• OTHER is one of the slowest families at 8m 55s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.71 vs. last week.
• Accuracy moved up 0.75 vs. last week.
• Protocol moved down 0.25 vs. last week.
• Communication moved down 0.38 vs. last week.
• Average handle time moved up by 7m 21s.
• Family swing: MX handle time moved up by 20m 55s vs. last week.
• Family swing: OTHER handle time moved down by 13m 09s vs. last week.

What Went Well

1. Proactively gathering product information

> [02:14] CHANNEL_RIGHT: 是,是,好,6200。 呃, 現在那個LOUTER是什麼顏色的燈呢?

#LTS00132187

The agent consistently asked for model numbers and LED status, establishing a foundation for targeted troubleshooting.

1. Confirming basic connectivity status

> [01:01] CHANNEL_RIGHT: How can I help you?

> [01:04] CHANNEL_LEFT: I would like to inquire about a Linksys BE5000 I just bought. It keeps disconnecting at home.

> [01:21] CHANNEL_RIGHT: The model you mentioned earlier, what is it?

#LTS00131994

The agent verified the customer was still connected to the internet before proceeding, avoiding assumptions about network availability.

Growth Opportunities

1. Protocol adherence and customer engagement

What better looks like: Acknowledge the customer immediately, confirm you’re listening, and provide a brief overview of next steps before diving into troubleshooting.

> Call ended without any agent acknowledgment or guidance after connection.

> #LTS00131769

1. Technical accuracy and troubleshooting

What better looks like: Verify product models precisely, use validated troubleshooting branches (power cycle, firmware check), and confirm fixes before closing.

> Agent repeatedly misidentified the product model and suggested unsupported configuration changes.

> #LTS00131994

Next Week's Focus

• Always confirm the exact product model before offering any guidance—ask to see the label and repeat it back.
• Use the standard power-cycle and firmware verification flow for all wireless connectivity issues.
• Close calls with a clear summary and next steps, even if the issue remains unresolved (e.g., “I’ll follow up after you test X”).
• Practice active listening: paraphrase the customer’s description before proceeding (“So you’re seeing X, Y, and Z…”).

Technical Accuracy

Improvement

Agent failed to acknowledge customer or provide any troubleshooting steps for MX5500 router with no lights despite power connection (call 02398fe2-5e38-11f1-ab1c-42010a663f85).

#LTS00131769

Improvement

Agent misidentified BE5000 model and provided incorrect guidance about separating Wi‑Fi bands without verifying the fix (call 476dc3be-5f21-11f1-b5ed-42010a663f85).

#LTS00131994

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• Highest-signal trend: Low protocol and communication scores stem from incomplete customer acknowledgment and unverified troubleshooting steps. The MX family’s extreme handle-time outlier suggests a need for more efficient diagnostics or escalation criteria.
• Recurring pattern: Model misidentification and lack of basic troubleshooting (power cycle, firmware check) before closing calls. Focus next coaching on model verification habits and the “power cycle first” rule.
• All evidence reflected above; no new quotes introduced.

This Week's Calls