# 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](https://linksys.happyfox.com/staff/ticket/131542/) | 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](https://linksys.happyfox.com/staff/ticket/131740/) | 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](https://linksys.happyfox.com/staff/ticket/131761/) | 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](https://linksys.happyfox.com/staff/ticket/131777/) | 2026-06-02 05:53:27+00:00 | — | INBOUND | MR8300 | CONNECTIVITY | — |
| [#LTS00131987](https://linksys.happyfox.com/staff/ticket/131987/) | 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](https://linksys.happyfox.com/staff/ticket/132174/) | 2026-06-03 10:14:36+00:00 | 1.00 | INBOUND | MBE7000 | SETUP | None |
| [#LTS00132174](https://linksys.happyfox.com/staff/ticket/132174/) | 2026-06-04 02:28:41+00:00 | — | INBOUND | MBE7000 | SETUP | — |
| [#LTS00132191](https://linksys.happyfox.com/staff/ticket/132191/) | 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](https://linksys.happyfox.com/staff/ticket/132362/) | 2026-06-05 03:54:43+00:00 | — | INBOUND | MBE7000 | CONNECTIVITY | — |