# weiyu.zeng@concentrix.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 3 | 22m 34s | MX5500 | SETUP | 1 | — |

## 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
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 3.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 1.50 | 2 |
| Overall | 1.80 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 2 | 29m 24s | 1.80 | 5.00 | 1.00 | 1.00 | Outlier: 1.5x weekly median handle time |
| OTHER | 1 | 8m 55s | 1.80 | 1.00 | 2.00 | 2.00 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 2 | 10m 19s | 1.80 | 3.00 | 1.50 | 1.50 | ✓ |
| Unclassified | 1 | 47m 4s | — | — | — | — |  |

## 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](https://linksys.happyfox.com/staff/ticket/132187/)  
   The agent consistently asked for model numbers and LED status, establishing a foundation for targeted troubleshooting.

2. **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](https://linksys.happyfox.com/staff/ticket/131994/)  
   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](https://linksys.happyfox.com/staff/ticket/131769/)  

2. **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](https://linksys.happyfox.com/staff/ticket/131994/)

---

## 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](https://linksys.happyfox.com/staff/ticket/131769/)

### **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](https://linksys.happyfox.com/staff/ticket/131994/)

---

## 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131769](https://linksys.happyfox.com/staff/ticket/131769/) | 2026-06-02 | 1.8 | INBOUND | MX5500 | SETUP | ⚠ Closed incorrectly |
| [#LTS00131994](https://linksys.happyfox.com/staff/ticket/131994/) | 2026-06-03 | 1.8 | INBOUND | BE5000 | SETUP | ↻ Callback set |
| [#LTS00132187](https://linksys.happyfox.com/staff/ticket/132187/) | 2026-06-04 | — | INBOUND | MX6200 | Unclassified | — |