xiangjie.zhang@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 |
|---|---|---|---|---|---|
| 8 | 12m 22s | MBE7000 | CONNECTIVITY | 5 | — |
Work Mix Lens
- Frontline-heavy week: 9 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: Xiangjie Zhang, xiangjie.zhang@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.20 | 6 |
| Protocol | 1.60 | 6 |
| Communication | 1.50 | 6 |
| Overall | 1.86 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 4 | 24m 5s | 1.90 | 1.50 | 1.50 | 1.00 | Outlier: 1.7x weekly median handle time |
| MR | 2 | 21m 6s | 1.10 | 1.00 | 1.00 | 2.00 | |
| EA | 1 | 7m 51s | 2.60 | 4.00 | 2.00 | 2.00 | |
| MX | 2 | 4m 56s | 1.85 | 2.50 | 1.50 | 1.50 |
Key Observations
- MBE is the slowest family at 24m 5s; outlier: 1.7x weekly median handle time.
- MR is one of the slowest families at 21m 6s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 14m 10s | 1.83 | 3.00 | 1.50 | 1.50 | ✓ |
| SETUP | 3 | 25m 32s | — | — | — | — | |
| ACCESS | 1 | 5m 42s | 1.90 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved down 0.65 vs. last week.
- Accuracy moved down 0.94 vs. last week.
- Protocol moved down 0.39 vs. last week.
- Communication moved down 0.61 vs. last week.
- Average handle time moved up by 6m 31s.
- Family swing: MBE handle time moved up by 16m 48s vs. last week.
- Family swing: MX handle time moved down by 7m 24s vs. last week.
What Went Well
- Accurate technical understanding of mesh networking: Agent correctly identified that 2.4 GHz has better wall penetration and that a node cannot function in an area with no signal (MX6200 call).
- Gathering relevant context: Agent collected customer name, email, and ISP (CSL) during the EA9300 call, supporting follow-up.
Growth Opportunities
- Case management and follow-up protocol: Agent failed to create or reference HappyFox cases in multiple calls (e.g., MX5300, MX6200), violating case management protocol. No concrete follow-up or next steps provided in abandoned calls.
- Technical accuracy and KB adherence: Agent provided incorrect URLs (linksysmallwaza.com, smallwifi.com) during the MX5300 call, which are not official Linksys domains. Also gave incorrect PPPoE-skip guidance for a fiber/DHCP connection (MR7500 call).
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Case management and follow-up protocol adherence
- Technical accuracy and KB adherence
- Communication clarity and filler reduction
Technical Accuracy
Improvement
Agent provided materially incorrect and potentially unsafe URLs (linksysmallwaza.com, smallwifi.com) during the MX5300 call, which are not official Linksys domains and contradict KB guidance.
Improvement
Agent gave incorrect PPPoE-skip guidance for a fiber/DHCP connection during the MR7500 call, violating KB protocol.
Improvement
Agent failed to provide the correct admin URL (http://[REDACTED_PHONE] or http://myrouter.local) for the EA9300 router, a core protocol step per KB.
Improvement
Agent did not create or reference a HappyFox case in multiple calls (e.g., MX5300, MX6200), violating case management protocol and leaving customers without follow-up paths.
Strength
Agent correctly identified potential WPA3/WPA2 and wireless protocol incompatibility during the EA9300 call, aligning with KB guidance for legacy device setup.
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: Case management and follow-up protocol adherence; Technical accuracy and KB adherence; Communication clarity and filler reduction
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131542 | 2026-06-01 06:08:27+00:00 | 1.90 | INBOUND | MX5300 | ACCESS | None provided; agent promised to send software later but gave no concrete follow-up regarding the announcement or email communication. |
| #LTS00131740 | 2026-06-02 01:04:37+00:00 | 2.80 | INBOUND | MBE7000 | SETUP | Node added successfully; monitor signal and placement. No further action required. |
| #LTS00131761 | 2026-06-02 03:04:12+00:00 | 2.60 | INBOUND | EA9300 | CONNECTIVITY | Customer to obtain a computer or tablet and call back for step-by-step web-UI configuration. |
| #LTS00131777 | 2026-06-02 05:53:27+00:00 | — | INBOUND | MR8300 | CONNECTIVITY | — |
| #LTS00131987 | 2026-06-03 04:47:28+00:00 | 1.10 | INBOUND | MR7500 | CONNECTIVITY | Agent promised to email steps and asked the customer to call back if the problem persisted—no resolution or validated fix provided. |
| #LTS00132174 | 2026-06-03 10:14:36+00:00 | 1.00 | INBOUND | MBE7000 | SETUP | None |
| #LTS00132174 | 2026-06-04 02:28:41+00:00 | — | INBOUND | MBE7000 | SETUP | — |
| #LTS00132191 | 2026-06-04 08:53:06+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | No resolution or concrete next step provided. Customer left to decide independently. |
| #LTS00132362 | 2026-06-05 03:54:43+00:00 | — | INBOUND | MBE7000 | CONNECTIVITY | — |