xiaoge.ji@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 |
|---|---|---|---|---|---|
| 6 | 9m 31s | MX2000 | HARDWARE | 2 | 1 |
Work Mix Lens
- Frontline-heavy week: 5 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: Xiao Ge Ji, xiaoge.ji@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.33 | 6 |
| Protocol | 1.33 | 6 |
| Communication | 1.83 | 6 |
| Overall | 2.58 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| E | 1 | 21m 58s | 3.00 | 2.00 | 2.00 | 3.00 | Outlier: 2.8x weekly median handle time |
| MX | 3 | 8m 25s | 1.83 | 2.67 | 1.33 | 1.33 | |
| LN | 1 | 7m 16s | 3.00 | 3.00 | 2.00 | 2.00 | |
| MR | 1 | 3m 56s | 3.00 | 3.00 | 1.00 | 2.00 |
Key Observations
- E is the slowest family at 21m 58s; outlier: 2.8x weekly median handle time.
- MX is one of the slowest families at 8m 25s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 3 | 10m 16s | 3.00 | 3.33 | 1.33 | 2.00 | ✓ |
| SETUP | 2 | 9m 31s | 2.00 | 2.50 | 1.50 | 1.50 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 5m 42s | 1.50 | 3.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Accuracy moved up 0.64 vs. last week.
- Protocol moved down 0.48 vs. last week.
- Average handle time moved down by 12m 08s.
- Family swing: MX handle time moved down by 19m 23s vs. last week.
What Went Well
Product identification
Agent correctly identified and recorded the model number (E8450) and serial number (38D1033B01983), which is critical for hardware support.
#LTS00131191
Call control under frustration
Agent maintained composure and call control throughout a challenging interaction with a frustrated customer.
#LTS00131191
Growth Opportunities
Incorrect troubleshooting procedures
What better looks like: Apply KB-specified reset durations (10 seconds for EA series) and avoid non-standard recovery methods. Next step: Review universal_mesh_full_rebuild.md before hardware resets.
#LTS00131191
Failure to collect critical case details
What better looks like: Systematically capture model, serial number, warranty status, and case references before escalation or closure. Next step: Use the "Hardware Fault Checklist" script on all hardware-related calls.
#LTS00130812
#PR00130372
Next Week's Focus
- Verify product model and serial number within the first 30 seconds of every hardware call.
- Use KB-documented reset durations (10s for EA series, 15s for MX series) and confirm LED behavior post-reset.
- Before escalating, complete the "Hardware Fault Checklist" and document findings in HappyFox.
- For setup calls, follow the "Setup Flow v3" checklist to ensure all connectivity steps are covered.
Technical Accuracy
Improvement
Incorrect factory-reset procedure (20–30s hold instead of 10s) for EA8450 model. KB specifies 10-second reset for EA series.
#LTS00131191
Improvement
Repeatedly misidentified Velop MX2000 as a 'mouse' or 'loader' instead of a router, leading to incorrect instructions and no troubleshooting.
#LTS00130812
Improvement
Failed to collect serial number, warranty status, or case number despite discussing RMA eligibility and follow-up, violating protocol for hardware fault handling.
#PR00130372
Strength
Agent correctly identified and recorded the model number (E8450) and serial number (38D1033B01983), which is critical for hardware support.
#LTS00131191
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#PR00130372 — Resolved by Level 2
- What L1 saw: Customer reported power LED not lighting on MR7500 after adapter plug-in; device suddenly stopped working. L1 attempted email resend and escalated without troubleshooting.
- Why it escalated: Escalation trigger was explicit in the available notes (customer unsatisfied with L1 handling and no resolution).
- Related call chain: This was a repeat contact involving multiple agents (zhiliang.chen@concentrix.com, kris.qin@concentrix.com, xiangjie.zhang@concentrix.com) before escalation.
- What L2 did: L2 instructed customer to contact TagBeta for hardware replacement after reviewing case history; no technical diagnosis performed due to hardware failure assumption.
- Current state: Resolved via hardware replacement coordination.
- L1 learning points:
1. Always verify product model, serial number, and warranty status before escalation.
2. Attempt basic power-cycle and adapter checks for non-responsive routers.
3. Document all customer-provided information (emails, case numbers) in HappyFox to avoid repeat contacts.
Coach Appendix
- Highest-signal trend: Consistent failure to collect critical hardware details (model, serial, warranty) leading to inefficient escalations and repeat contacts.
- Recurring pattern: Product misidentification (e.g., calling routers "mice") and incorrect troubleshooting steps (reset durations) causing customer frustration and unresolved issues.
- Evidence: Calls #LTS00130812 (MX2000 misidentification), #LTS00131191 (incorrect reset), #PR00130372 (missing hardware details).
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130812 | 2026-05-26 01:00:16+00:00 | 1.00 | INBOUND | MX2000 | SETUP | Agent promised to email a setup guide within 48 hours; no fix confirmed and no troubleshooting path completed. |
| #PR00130372 | 2026-05-26 03:05:32+00:00 | 3.00 | INBOUND | — | HARDWARE | Customer instructed to contact TagBeta (phone number in email) to arrange a replacement. |
| #PR00130372 | 2026-05-26 03:38:28+00:00 | 3.00 | INBOUND | MR7500 | HARDWARE | Advised customer to call PAT DATA (256-516-82) to follow up on replacement or refund status. |
| #LTS00131006 | 2026-05-27 07:10:27+00:00 | 3.00 | INBOUND | LN1400 | SETUP | Customer to call back tomorrow when near the router for proper troubleshooting. |
| #LTS00131167 | 2026-05-28 02:45:05+00:00 | 1.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | Customer will consider repositioning the satellite or purchasing an additional MX-5300 unit. No technical fix confirmed or self-help path provided. |
| #LTS00131174 | 2026-05-28 04:11:08+00:00 | 3.00 | INBOUND | MX4200 | SETUP | Customer to call back while near the device for step-by-step setup guidance. |
| #LTS00131191 | 2026-05-28 07:00:31+00:00 | 3.00 | INBOUND | E8450 | HARDWARE | Customer to obtain a LAN-connected computer and call back for further troubleshooting; possible hardware fault. |