weiyu.zeng@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 3 | 22m 34s | MX5500 | SETUP | 1 | — |
Work Mix Lens
- Frontline-heavy week: 3 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: Weiyu Zeng, weiyu.zeng@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 1.50 | 2 |
| Overall | 1.80 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 2 | 29m 24s | 1.80 | 5.00 | 1.00 | 1.00 | Outlier: 1.5x weekly median handle time |
| OTHER | 1 | 8m 55s | 1.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- MX is the slowest family at 29m 24s; outlier: 1.5x weekly median handle time.
- OTHER is one of the slowest families at 8m 55s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 10m 19s | 1.80 | 3.00 | 1.50 | 1.50 | ✓ |
| Unclassified | 1 | 47m 4s | — | — | — | — |
Week-over-Week Movement
- Overall moved down 0.71 vs. last week.
- Accuracy moved up 0.75 vs. last week.
- Protocol moved down 0.25 vs. last week.
- Communication moved down 0.38 vs. last week.
- Average handle time moved up by 7m 21s.
- Family swing: MX handle time moved up by 20m 55s vs. last week.
- Family swing: OTHER handle time moved down by 13m 09s vs. last week.
What Went Well
- No dedicated strength signals were extracted this week.
Growth Opportunities
- Call Engagement and Responsiveness: Agent failed to acknowledge or respond to customer in call_id 02398fe2-5e38-11f1-ab1c-42010a663f85 despite customer describing a hardware fault.
- Technical Accuracy and Troubleshooting: Agent misidentified product model (BE5000) and provided inaccurate guidance about Wi-Fi band separation in call_id 476dc3be-5f21-11f1-b5ed-42010a663f85.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve call engagement and responsiveness to customer issues.
- Enhance technical accuracy and troubleshooting steps for product identification and resolution.
Technical Accuracy
Improvement
Agent failed to respond to customer describing a hardware fault (no lights on MX5500) and did not perform any troubleshooting steps (power cycle, outlet test, etc.). Call ended without resolution.
Improvement
Agent misidentified the product model (BE5000) and provided incorrect guidance about Wi-Fi band separation without verifying the fix. No basic troubleshooting (power cycle, firmware check) was performed.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve call engagement and responsiveness to customer issues.; Enhance technical accuracy and troubleshooting steps for product identification and resolution.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131769 | 2026-06-02 04:03:27+00:00 | 1.80 | INBOUND | MX5500 | SETUP | No action taken; call ended without resolution or guidance. |
| #LTS00131994 | 2026-06-03 07:53:16+00:00 | 1.80 | INBOUND | BE5000 | SETUP | Customer to access the router’s web interface, separate the 2.4 GHz and 5 GHz bands, test for stability, and call back if the issue persists. |
| #LTS00132187 | 2026-06-04 07:04:31+00:00 | — | INBOUND | MX6200 | Unclassified | — |