zhiliang.chen@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 |
|---|---|---|---|---|---|
| 5 | 44m 47s | MBE7000 | SETUP | 1 | 1 |
Work Mix Lens
- Frontline-heavy week: 4 LTS queue calls vs 1 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
- Merged HappyFox agent aliases: Zhiliang Chen, zhiliang.chen@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.80 | 4 |
| Protocol | 1.60 | 4 |
| Communication | 1.80 | 4 |
| Overall | 1.75 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 3 | 59m 50s | 2.00 | 1.50 | 1.50 | 1.50 | Outlier: 1.8x weekly median handle time |
| MBE | 2 | 5m 37s | 1.50 | 1.00 | 1.50 | 2.00 |
Key Observations
- MX is the slowest family at 59m 50s; outlier: 1.8x weekly median handle time.
- MBE is one of the slowest families at 5m 37s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 3 | 63m 10s | 1.97 | 1.33 | 1.67 | 1.67 | ✓ |
| CONNECTIVITY | 2 | 3m 39s | 1.05 | 1.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved down 0.93 vs. last week.
- Accuracy moved down 1.75 vs. last week.
- Protocol moved down 0.50 vs. last week.
- Communication moved down 0.25 vs. last week.
- Average handle time moved up by 19m 50s.
- Family swing: MBE handle time moved down by 41m 11s vs. last week.
- Family swing: MX handle time moved up by 39m 56s vs. last week.
What Went Well
- Persistence through customer confusion
> "Persisted through customer confusion and eventually guided them to correct cable connections [85:49–86:13]. Successfully guided customer to complete Wi-Fi setup and achieve solid blue LED status [99:10]."
Growth Opportunities
- Technical accuracy and protocol adherence
Current gap: Invented non-existent "CA" button in MBE7000 UI, contradicting KB guidance
Next step: Verify all UI elements against current KB before instructing customers
- Call control and troubleshooting completeness
Current gap: No troubleshooting performed for speed-performance issue despite KB requirements
Next step: Systematically apply WAN speed verification, wired baseline test, and firmware checks before promising upgrades
Next Week's Focus
- Practice KB-verified UI navigation for MBE7000 firmware updates (avoid inventing buttons)
- Implement standard speed-diagnosis sequence (WAN/wired test, reset, firmware check) for connectivity issues
- Reduce looping by confirming customer understanding after each troubleshooting step
- For unresolved cases, document exact next steps and schedule callbacks instead of vague promises
Technical Accuracy
Improvement
- Invented non-existent "CA" button in MBE7000 admin UI, contradicting KB and causing customer confusion. No verification of firmware update completion.
Improvement
- Failed troubleshooting sequence for speed-performance issue: no WAN speed verification, wired baseline test, reset, or firmware check. Provided factually incorrect explanations (Wi-Fi as half-duplex, non-existent "connector").
Improvement
- Technically incoherent guidance for setup issue: no valid troubleshooting steps performed.
Strength
- Guided factory reset and setup to achieve solid blue LED and confirmed resolution.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00129512 — Pending with Level 2
- What L1 saw: Customer reported Wi-Fi speed fluctuations (60-300 Mbps) on high-end router advertised for 500+ Mbps.
- Why it escalated: L1 provided incorrect technical explanations, failed to perform diagnostics, and promised undefined "upgrade" without escalation path.
- Related call chain:
- #TE00129512 (L1: xiaoge.ji@concentrix.com – score 1.3)
- #TE00129512 (L1: zhiliang.chen@concentrix.com – score 3.0)
- #TE00129512 (L1: zhiliang.chen@concentrix.com – score 1.1)
- What L2 did:
- Requested network topology and sysinfo logs
- Suggested testing with 6GHz client device or deleting preferred networks on iPhone 17 Pro Max
- Asked about separating 3 frequency bands and channel testing
- Current state: Pending customer-provided diagnostics (sysinfo logs, topology)
- L1 learning points:
1. Always verify router model/firmware before speed troubleshooting
2. Perform wired speed test and node placement review for mesh systems
3. Collect serial number/WARranty info early to enable L2 warranty/RMA paths
Coach Appendix
Highest-signal trend: Recurring technical inaccuracies (invented UI elements, incorrect speed explanations) and incomplete troubleshooting sequences in high-handle-time SETUP/CONNECTIVITY cases. Agent needs to anchor guidance strictly to KB documentation and adopt systematic diagnostic frameworks to reduce errors and improve closure rates.*
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130811 | 2026-05-26 01:04:37+00:00 | 1.90 | INBOUND | MBE7000 | SETUP | Customer was left without confirmed resolution. Agent provided incorrect UI guidance, and no validation of the update was performed. |
| #TE00129512 | 2026-05-27 07:37:51+00:00 | 1.10 | INBOUND | MBE7000 | CONNECTIVITY | None - agent promised an undefined 'upgrade' but took no action to escalate or schedule follow-up. |
| #LTS00131366 | 2026-05-29 04:53:05+00:00 | 1.00 | INBOUND | MX5300 | SETUP | No resolution. Customer left without actionable path. Recommend full setup walkthrough or escalation. |
| #LTS00131366 | 2026-05-29 05:03:03+00:00 | — | INBOUND | MX5300 | SETUP | — |
| #LTS00131366 | 2026-05-29 05:18:19+00:00 | 3.00 | INBOUND | MX5300 | SETUP | Router LED is solid blue; internet appears functional. |