# 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](https://linksys.happyfox.com/staff/ticket/131769/) | 2026-06-02 04:03:27+00:00 | 1.80 | INBOUND | MX5500 | SETUP | No action taken; call ended without resolution or guidance. |
| [#LTS00131994](https://linksys.happyfox.com/staff/ticket/131994/) | 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](https://linksys.happyfox.com/staff/ticket/132187/) | 2026-06-04 07:04:31+00:00 | — | INBOUND | MX6200 | Unclassified | — |