# 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 | — |