xiangjie.zhang@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
9	10m 15s	MX5300	CONNECTIVITY	5	1

Work Mix Lens

Frontline-heavy week: 9 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: Xiangjie Zhang, xiangjie.zhang@concentrix.com

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	3.00	9
Protocol	1.90	9
Communication	2.10	9
Overall	2.50	9

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication
MX	5	12m 20s	2.25	2.25	2.00	2.00
OTHER	2	11m 38s	2.35	3.00	1.50	2.00
MBE	2	7m 17s	3.00	4.00	2.00	2.50

Key Observations

MX is one of the slowest families at 12m 20s.
OTHER is one of the slowest families at 11m 38s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	4	11m 42s	2.20	2.50	2.00	2.00	✓
ACCESS	2	10m 37s	3.00	4.00	2.00	2.00
HARDWARE	2	4m 55s	2.40	3.00	1.50	2.00	✓
GENERAL INQUIRY	1	8m 48s	3.00	5.00	2.00	2.00
NO TROUBLESHOOTING NEEDED	1	4m 25s	3.00	3.00	2.00	2.00

Week-over-Week Movement

Accuracy moved up 0.54 vs. last week.
Average handle time moved down by 13m 46s.
Family swing: MX handle time moved down by 34m 38s vs. last week.
Family swing: OTHER handle time moved up by 3m 31s vs. last week.

What Went Well

Accurate model identification

> “Sir, what model of device do you have?”

> “That VELOP PRO 7 kind.”

#LTS00131168

High accuracy in technical calls

Maintained accuracy scores of 4.0 across three calls (e.g., #LTS00131168, #PR00130372, #LTS00131353), demonstrating strong diagnostic reasoning when following KB guidance.

Growth Opportunities

Correct reset procedures

What went well: Clear instructions for app reinstallation.

What to improve: Always verify model-specific reset steps (e.g., 10-second reset button for MX series instead of 20-second power cycles).

#LTS00130813

Verify critical details

What to improve: Collect and record serial numbers for warranty/RMA eligibility, especially on Velop Pro 7 units.

#LTS00131168

Next Week's Focus

Always confirm serial numbers early in calls for MX/MBE models to enable swift warranty checks.
Follow KB reset durations exactly (e.g., 10-second reset for MX series) and validate outcomes before proceeding.
Document every step in HappyFox to ensure continuity and avoid repeat contacts.
Practice concise closure scripts that summarize next steps and set clear expectations.

Technical Accuracy

Improvement

Agent provided incorrect reset instructions for FGHSAX1800 model, leading to unresolved issue.

#LTS00130813

Improvement

Incorrect reset instructions for MX2000 node led to unresolved hardware issue.

#LTS00130821

Improvement

Failure to collect serial number hindered potential RMA process for MBE7000.

#LTS00131168

Improvement

Incorrect reset duration for MX5300 led to unresolved connectivity issue.

#LTS00131186

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#LTS00131353 — Resolved by Level 2

What L1 saw: Customer reported Linksys app showing zero devices/nodes on MBE7000 mesh.
Why it escalated: L1 failed to verify model, login method, or admin access, and escalated after minimal diagnostics.
What L2 did:

- Confirmed mesh node LED states and firmware versions.

- Guided customer through router web UI access (http://myrouter.local) to verify node connectivity.

- Identified outdated app version and directed customer to update.

Current state: Resolved via firmware/app update.
L1 learning points:

1. Always check LED states and firmware before escalating mesh issues.

2. Attempt router web UI access to validate node connectivity.

3. Confirm app version compatibility with mesh systems.

Coach Appendix

Highest-signal trend: Repeated incorrect reset instructions for MX/MBE models and inconsistent serial-number collection. Prioritize KB adherence for reset steps and document serial numbers in all hardware-related cases. Evidence includes calls #LTS00130813 (MX reset error) and #LTS00131168 (missing serial).*

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130813	2026-05-26 01:22:55+00:00	1.70	INBOUND	FGHSAX1800	CONNECTIVITY	Agent will email customer with further instructions; no fix confirmed on call.
#LTS00130821	2026-05-26 04:36:41+00:00	1.80	INBOUND	MX2000	HARDWARE	Agent will email the customer, request a video of the node's LED behavior, and evaluate for a warranty replacement.
#LTS00130823	2026-05-26 05:54:54+00:00	3.00	INBOUND	MX5300	NO TROUBLESHOOTING NEEDED	Agent confirmed MX5300 can serve as primary router due to better performance, but gave no definitive compatibility list or follow-up resources.
#LTS00130381	2026-05-27 03:24:41+00:00	3.00	INBOUND	FGW5500	HARDWARE	Case escalated; customer will be contacted within 1–2 days for a resolution.
#LTS00131001	2026-05-27 05:42:56+00:00	—	INBOUND	MX2000	CONNECTIVITY	—
#LTS00131168	2026-05-28 02:50:52+00:00	3.00	INBOUND	MBE7000	ACCESS	Delete and reinstall the Linksys app. If the issue persists, call back for additional troubleshooting, including accessing the router's web UI (http://myrouter.local), verifying firmware, and evaluating potential hardware fault.
#PR00130372	2026-05-28 02:56:51+00:00	3.00	INBOUND	—	GENERAL INQUIRY	Agent will resend the email in the afternoon; customer to check mailbox and follow up if not received.
#LTS00131186	2026-05-28 06:25:06+00:00	3.00	INBOUND	MX5300	CONNECTIVITY	No resolution achieved. Call ended on hold without confirmation, escalation, or self-help path.
#LTS00131186	2026-05-28 06:29:50+00:00	1.20	INBOUND	MX5300	CONNECTIVITY	No resolution or next step provided. Call ended abruptly.
#LTS00131353	2026-05-29 01:15:59+00:00	3.00	INBOUND	MBE7000	ACCESS	Escalated to higher tier; email sent to customer for follow-up.