# 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](https://linksys.happyfox.com/staff/ticket/131191/) > **Call control under frustration** > Agent maintained composure and call control throughout a challenging interaction with a frustrated customer. > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131191/) > **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](https://linksys.happyfox.com/staff/ticket/130812/) > [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131191/) **Improvement** > Repeatedly misidentified Velop MX2000 as a 'mouse' or 'loader' instead of a router, leading to incorrect instructions and no troubleshooting. > [#LTS00130812](https://linksys.happyfox.com/staff/ticket/130812/) **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](https://linksys.happyfox.com/staff/ticket/130372/) **Strength** > Agent correctly identified and recorded the model number (E8450) and serial number (38D1033B01983), which is critical for hardware support. > [#LTS00131191](https://linksys.happyfox.com/staff/ticket/131191/) --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) — 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](https://linksys.happyfox.com/staff/ticket/130812/) | 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](https://linksys.happyfox.com/staff/ticket/130372/) | 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](https://linksys.happyfox.com/staff/ticket/130372/) | 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](https://linksys.happyfox.com/staff/ticket/131006/) | 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](https://linksys.happyfox.com/staff/ticket/131167/) | 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](https://linksys.happyfox.com/staff/ticket/131174/) | 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](https://linksys.happyfox.com/staff/ticket/131191/) | 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. |