# zhiliang.chen@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## 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

1. **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]."  
   [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)

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## Growth Opportunities

1. **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  
   [#LTS00130811](https://linksys.happyfox.com/staff/ticket/130811/)

2. **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  
   [#TE00129512](https://linksys.happyfox.com/staff/ticket/129512/)

---

## 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.  
  [#LTS00130811](https://linksys.happyfox.com/staff/ticket/130811/)

### **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").  
  [#TE00129512](https://linksys.happyfox.com/staff/ticket/129512/)

### **Improvement**  
- **Technically incoherent guidance** for setup issue: no valid troubleshooting steps performed.  
  [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)

### **Strength**  
- **Guided factory reset and setup** to achieve solid blue LED and confirmed resolution.  
  [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/)

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## Coaching Moments

**No additional coaching moments were extracted after the technical review.**

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## Escalation Lessons: What L2 Did

### [#TE00129512](https://linksys.happyfox.com/staff/ticket/129512/) — 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  

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## 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.*

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00130811](https://linksys.happyfox.com/staff/ticket/130811/) | 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](https://linksys.happyfox.com/staff/ticket/129512/) | 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](https://linksys.happyfox.com/staff/ticket/131366/) | 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](https://linksys.happyfox.com/staff/ticket/131366/) | 2026-05-29 05:03:03+00:00 | — | INBOUND | MX5300 | SETUP | — |
| [#LTS00131366](https://linksys.happyfox.com/staff/ticket/131366/) | 2026-05-29 05:18:19+00:00 | 3.00 | INBOUND | MX5300 | SETUP | Router LED is solid blue; internet appears functional. |