# 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 | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | 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 1. **Accurate model identification** > *“Sir, what model of device do you have?”* > *“That VELOP PRO 7 kind.”* [#LTS00131168](https://linksys.happyfox.com/staff/ticket/131168/) 2. **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 1. **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](https://linksys.happyfox.com/staff/ticket/130813/) 2. **Verify critical details** *What to improve:* Collect and record serial numbers for warranty/RMA eligibility, especially on Velop Pro 7 units. [#LTS00131168](https://linksys.happyfox.com/staff/ticket/131168/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130813/) ### **Improvement** *Incorrect reset instructions for MX2000 node led to unresolved hardware issue.* [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/) ### **Improvement** *Failure to collect serial number hindered potential RMA process for MBE7000.* [#LTS00131168](https://linksys.happyfox.com/staff/ticket/131168/) ### **Improvement** *Incorrect reset duration for MX5300 led to unresolved connectivity issue.* [#LTS00131186](https://linksys.happyfox.com/staff/ticket/131186/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) — 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](https://linksys.happyfox.com/staff/ticket/130813/) | 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](https://linksys.happyfox.com/staff/ticket/130821/) | 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](https://linksys.happyfox.com/staff/ticket/130823/) | 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](https://linksys.happyfox.com/staff/ticket/130381/) | 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](https://linksys.happyfox.com/staff/ticket/131001/) | 2026-05-27 05:42:56+00:00 | — | INBOUND | MX2000 | CONNECTIVITY | — | | [#LTS00131168](https://linksys.happyfox.com/staff/ticket/131168/) | 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](https://linksys.happyfox.com/staff/ticket/130372/) | 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](https://linksys.happyfox.com/staff/ticket/131186/) | 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](https://linksys.happyfox.com/staff/ticket/131186/) | 2026-05-28 06:29:50+00:00 | 1.20 | INBOUND | MX5300 | CONNECTIVITY | No resolution or next step provided. Call ended abruptly. | | [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) | 2026-05-29 01:15:59+00:00 | 3.00 | INBOUND | MBE7000 | ACCESS | Escalated to higher tier; email sent to customer for follow-up. |