zhiliang.chen@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 |
|---|---|---|---|---|---|
| 7 | 16m 58s | LN1600 | HARDWARE | 1 | — |
Work Mix Lens
- Frontline-heavy week: 6 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: Zhiliang Chen, zhiliang.chen@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 6 |
| Protocol | 1.30 | 6 |
| Communication | 2.00 | 6 |
| Overall | 2.30 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 2 | 18m 52s | 1.80 | 2.50 | 1.00 | 2.00 | |
| MBE | 1 | 13m 54s | 2.20 | 3.00 | 1.00 | 2.00 | |
| EA | 1 | 13m 8s | 2.10 | 2.00 | 2.00 | 3.00 | |
| OTHER | 2 | 11m 42s | 3.00 | 4.00 | 1.50 | 1.50 |
Key Observations
- LN is one of the slowest families at 18m 52s.
- MBE is one of the slowest families at 13m 54s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 11m 42s | 3.00 | 4.00 | 1.50 | 1.50 | |
| SETUP | 4 | 16m 11s | 1.98 | 2.50 | 1.25 | 2.25 | ✓ |
Week-over-Week Movement
- Overall moved up 0.57 vs. last week.
- Accuracy moved up 1.75 vs. last week.
- Protocol moved down 0.17 vs. last week.
- Communication moved up 0.25 vs. last week.
- Average handle time moved down by 18m 48s.
- Family swing: MBE handle time moved up by 8m 17s vs. last week.
What Went Well
- Accurate product model identification: Correctly identified the product model EA8300 from customer input ([02:57]).
- Polite and patient communication: Maintained a polite tone throughout the interaction despite customer frustration.
Growth Opportunities
- Protocol adherence and case documentation: Failure to follow standard protocol: no model/serial collection, no warranty verification, no case creation.
- Technical accuracy and troubleshooting: Provided incorrect and non-Linksys firmware download URL (www.ln1600.com) at [02:15]. Stated incorrect default login credentials (admin/admin) for LN1600, which uses a different default password per KB.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence (case documentation, warranty verification, model/serial collection).
- Enhance technical accuracy (correct URLs, credentials, troubleshooting steps).
- Address unresolved calls and follow-up needs.
Technical Accuracy
Improvement
Agent provided invalid firmware URL 'www.ln1600.com' (not a Linksys domain). Correct KB guidance should have been followed.
Improvement
Agent incorrectly stated default credentials as admin/admin. KB states default password is on the label, not 'admin'.
Improvement
Agent did not collect device details, verify warranty status, or escalate appropriately. Offered irrelevant compensation solution without confirming customer acceptance.
Improvement
Agent failed to verify connectivity before troubleshooting admin page access, leading to unresolved issue.
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
Weekly pattern unavailable.
Focus points: Improve protocol adherence (case documentation, warranty verification, model/serial collection).; Enhance technical accuracy (correct URLs, credentials, troubleshooting steps).; Address unresolved calls and follow-up needs.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130381 | 2026-06-01 06:38:38+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | Offered a TangoCard refund (not accepted). No further action taken. |
| #LTS00130381 | 2026-06-01 08:59:17+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | Offered Tango gift-card refund; no device replacement or escalation provided. Customer declined and will call back. |
| #LTS00131752 | 2026-06-02 02:03:45+00:00 | 2.20 | INBOUND | LN1600 | SETUP | Customer to try accessing the admin page via computer or iPad tomorrow; no further action taken by agent. |
| #LTS00131752 | 2026-06-02 02:12:14+00:00 | 1.40 | INBOUND | LN1600 | SETUP | No confirmed fix; call ended without verification of internet connectivity. |
| #LTS00131778 | 2026-06-02 05:50:59+00:00 | 2.10 | INBOUND | EA8100 | SETUP | No fix; customer ended call without resolution. Recommend verifying network connection, disabling VPN, accepting browser security warning, or trying http://myrouter.local. |
| #LTS00131789 | 2026-06-02 07:54:23+00:00 | 2.20 | INBOUND | MBE7000 | SETUP | Schedule a callback when the customer is on‑site to perform detailed diagnostics. |
| #GI00131971 | 2026-06-03 02:06:43+00:00 | — | INBOUND | — | Unclassified | — |