weiyu.zeng@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 7 | 12m 23s | MBE7000 | HARDWARE | 3 | 2 |
Work Mix Lens
- Frontline-heavy week: 8 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 | 2.29 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 1.86 | 7 |
| Overall | 2.30 | 7 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | 22m 4s | 3.00 | 3.00 | 2.00 | 2.00 | |
| MBE | 3 | 20m 0s | 2.47 | 1.67 | 2.00 | 2.00 | |
| LN | 1 | 14m 13s | 3.00 | 3.00 | 2.00 | 2.00 | |
| MX | 3 | 8m 29s | 2.23 | 2.33 | 1.33 | 1.67 |
Key Observations
- OTHER is one of the slowest families at 22m 4s.
- MBE is one of the slowest families at 20m 0s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 3 | 14m 43s | 2.23 | 1.67 | 2.00 | 1.67 | ✓ |
| SETUP | 2 | 8m 46s | 3.00 | 3.50 | 1.50 | 1.50 | |
| CONNECTIVITY | 2 | 19m 10s | 2.20 | 1.50 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.29 vs. last week.
- Communication moved down 0.32 vs. last week.
- Average handle time moved down by 11m 47s.
- Family swing: MX handle time moved down by 31m 11s vs. last week.
- Family swing: OTHER handle time moved up by 7m 28s vs. last week.
What Went Well
- Accurate serial number collection
> “Yes, 59A, yes, 10M, yes, yes, OK, 26B, 26E, yes, yes, OK, good. Yes, 04628, OK, good, that’s all we need, we’ve noted it down, yes.”
- Professional tone and empathy
> “Sir, do you have the product with you right now?”
Growth Opportunities
- Correct technical guidance for mesh-node pairing
What went well: Identified solid white LED as abnormal for MX6200.
What needs improvement: Provided incorrect LED interpretation (“solid white = already meshed”) and no valid pairing steps (5-press, factory reset, web UI).
> “Solid white light means it’s already meshed.”
- Verify resolution and document next steps
What needs improvement: Calls ended without confirming fixes or providing self-help resources.
> “Customer will manually change the 2.4 GHz channel and test printer connectivity; if the issue persists, they will call back.”
Next Week's Focus
- Verify resolution before closure – Confirm connectivity and offer KB articles or screenshots.
- Use correct reset durations – MX series: ~10s reset (not 20–30s); MBE7000: use “myrouter.info” for admin access.
- Collect serial numbers and warranty status early – Enables faster escalation and accurate case documentation.
- Provide self-help paths – Share KB links or step-by-step guides for recurring issues (e.g., mesh pairing).
Technical Accuracy
Improvement
- Provided incorrect reset duration for MX4200 (20–30s instead of ~10s) and advised undocumented “rescue mode” power-cycling procedure.
Improvement
- Failed to identify correct admin URL for MBE7000 (should be
http://myrouter.info, not[REDACTED_PHONE]). Skipped essential troubleshooting steps (power-cycle, LAN check, IP verification).
Improvement
- Provided factually incorrect LED interpretation: claimed solid white LED on MX6200 means node is already meshed, contradicting KB guidance.
Strength
- Correctly identified hardware fault on FGW5500 and initiated valid warranty claim process with clear timeline (1–2 business days).
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#LTS00131007 — Resolved by Level 2
- What L1 saw: FGW5500 router with red globe light (no signal), poor Wi-Fi after China Mobile confirmed no ISP issue.
- Why it escalated: L1 skipped SIM/WAN verification and modem power-cycle; hardware fault suspected after reset failed.
- What L2 did: Opened warranty claim, requested serial/receipt photos, and arranged replacement (1–2 business days).
- Current state: Replacement logistics pending customer photo submission.
- L1 learning points:
1. Verify SIM status and perform modem power-cycle for 4G/5G routers.
2. Use structured troubleshooting: firmware check, reset (10–15s), SSID search.
3. Document warranty details (serial, purchase date) early to expedite claims.
#LTS00131160 — Pending with Level 2
- What L1 saw: MX6200 Velop 6E not broadcasting SSID; solid blue LED after reset.
- Why it escalated: L1 provided incorrect reset duration (20s vs. ~10s) and repetitive power cycles without diagnostic purpose.
- What L2 did: Not yet available in local snapshot.
- Current state: Awaiting customer’s interface screenshot and further instructions.
- L1 learning points:
1. Use correct MX6200 reset duration (~10s).
2. Avoid “Nauta” terminology; use KB-defined terms.
3. Verify warranty status before initiating replacement.
Coach Appendix
- Top trend: Frontline-heavy week with hardware/connectivity dominance. Accuracy gaps in reset procedures and LED interpretation caused escalations.
- Key pattern: Early serial collection and polite tone are strengths; verification before closure and technical precision need reinforcement.
- Evidence: Calls #LTS00131376 (LED misinterpretation) and #LTS00130991 (unverified resolution) highlight recurring accuracy/closure issues.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130991 | 2026-05-27 01:00:09+00:00 | 3.00 | INBOUND | LN11011202 | SETUP | Customer will manually change the 2.4 GHz channel and test printer connectivity; if the issue persists, they will call back. |
| #LTS00130999 | 2026-05-27 03:32:55+00:00 | 1.80 | INBOUND | MX4200 | HARDWARE | Customer to try reset and rescue steps independently; no follow-up scheduled or support path provided beyond recontacting support. |
| #LTS00131007 | 2026-05-27 07:30:47+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | Warranty claim opened for hardware replacement. Customer to email photos of device serial label and receipt. Replacement to be arranged after claim approval (1-2 business days). |
| #LTS00131160 | 2026-05-28 02:08:02+00:00 | 1.90 | INBOUND | MX6200 | HARDWARE | Agent concluded hardware fault, collected serial, purchase, and contact details, and promised to send an email within 5–10 minutes with replacement instructions. |
| #LTS00131189 | 2026-05-28 06:51:08+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | Schedule a callback at 9 am for further troubleshooting and possible factory reset. No self-help materials or KB articles sent. |
| #LTS00131375 | 2026-05-29 07:02:07+00:00 | 3.00 | INBOUND | MX5300 | SETUP | None – call ended without resolution, case creation, or clear next step. |
| #LTS00131376 | 2026-05-29 07:17:09+00:00 | 3.00 | INBOUND | MBE7000 | CONNECTIVITY | Customer instructed to monitor the network for a few days after changes; no immediate verification of fix. |
| #LTS00131376 | 2026-05-29 07:55:59+00:00 | 1.40 | INBOUND | MBE7000 | CONNECTIVITY | None provided; call ended without resolution, escalation, or follow-up. |