xiaoge.ji@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 |
|---|---|---|---|---|---|
| 7 | 22m 28s | MX6200 | CONNECTIVITY | 2 | — |
Work Mix Lens
- Frontline-heavy week: 6 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: Xiao Ge Ji, xiaoge.ji@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.25 | 4 |
| Protocol | 1.75 | 4 |
| Communication | 2.25 | 4 |
| Overall | 2.62 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 61m 53s | — | — | — | — | Outlier: 2.8x weekly median handle time |
| MX | 2 | 34m 6s | 2.70 | 2.50 | 2.00 | 2.00 | Outlier: 1.6x weekly median handle time |
| OTHER | 2 | 9m 28s | — | — | — | — | |
| MR | 2 | 7m 26s | 2.55 | 4.00 | 1.50 | 2.50 |
Key Observations
- LN is the slowest family at 61m 53s; outlier: 2.8x weekly median handle time.
- MX is the slowest family at 34m 6s; outlier: 1.6x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 40m 35s | 2.73 | 2.67 | 2.00 | 2.00 | ✓ |
| GENERAL INQUIRY | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 | |
| SETUP | 1 | 7m 9s | 2.30 | 3.00 | 1.00 | 3.00 | ✓ |
| HARDWARE | 1 | 11m 27s | — | — | — | — | |
| Unclassified | 1 | 7m 28s | — | — | — | — |
Week-over-Week Movement
- Accuracy moved up 0.25 vs. last week.
- Protocol moved up 0.32 vs. last week.
- Communication moved up 0.39 vs. last week.
- Average handle time moved up by 14m 23s.
- Family swing: LN handle time moved up by 54m 37s vs. last week.
- Family swing: MX handle time moved up by 25m 41s vs. last week.
- Family swing: MR handle time moved up by 3m 30s vs. last week.
What Went Well
- Polite and professional tone: Polite and professional tone throughout the call despite customer confusion.
- Accurate collection of customer details: Accurately captured the customer's name and email address.
Growth Opportunities
- Technical accuracy in troubleshooting: Provided materially incorrect technical advice: disabling Express Forwarding has no impact on node pairing or red LED states. Incorrectly instructed customer to reserve DHCP IPs for child nodes, which is not a standard or effective fix for red-blinking nodes. Attempted to disable MLO on MX6200, which does not support this feature.
- Case documentation and protocol adherence: Failed to collect product serial number and warranty status, critical for replacement eligibility. Did not create or reference a HappyFox case number, violating case management protocol.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve technical accuracy in troubleshooting mesh nodes and Ethernet backhaul issues.
- Adhere to case documentation protocols (serial number, warranty status, HappyFox case creation).
- Provide concrete resolution paths and timelines during escalations.
Technical Accuracy
Improvement
Agent provided incorrect technical advice: disabling Express Forwarding has no impact on node pairing or red LED states. Also incorrectly instructed customer to reserve DHCP IPs for child nodes, which is not a standard fix for red-blinking nodes. Attempted to disable MLO on MX6200, which does not support this feature, reflecting a serious knowledge gap.
Improvement
Agent failed to collect product serial number and warranty status, critical for replacement eligibility. Did not create or reference a HappyFox case number, violating case management protocol.
Improvement
Agent did not verify Ethernet cable, LAN port, or wired backhaul settings despite customer reporting Ethernet detection issues. No concrete troubleshooting steps were provided.
Improvement
Agent repeatedly instructed customer to re-add node despite prior attempts, without verifying physical layer (Ethernet cable, LAN port) or wired backhaul settings. No serial number or warranty status collected, and escalation to HQ was vague with no timeline or follow-up process.
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 technical accuracy in troubleshooting mesh nodes and Ethernet backhaul issues.; Adhere to case documentation protocols (serial number, warranty status, HappyFox case creation).; Provide concrete resolution paths and timelines during escalations.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131538 | 2026-06-01 01:04:58+00:00 | — | INBOUND | LN1400 | CONNECTIVITY | — |
| #PR00130372 | 2026-06-02 01:43:26+00:00 | 2.80 | INBOUND | MR7500 | GENERAL INQUIRY | Agent will review forwarded email and follow up via email with stock availability information. |
| #LTS00130374 | 2026-06-02 11:48:40+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Monitor the mesh for 24 hours; if red blinking recurs, contact support again. |
| #LTS00132186 | 2026-06-04 06:44:55+00:00 | 2.30 | INBOUND | MR7500 | SETUP | Agent scheduled a callback when the customer is near the device and promised a follow‑up email. |
| #LTS00132189 | 2026-06-04 07:51:38+00:00 | 2.60 | INBOUND | MX6200 | CONNECTIVITY | Escalated to headquarters technical team for review; possible firmware upgrade pending. No timeline or next step provided. |
| #LTS00132366 | 2026-06-05 05:09:44+00:00 | — | INBOUND | FGW3000 | Unclassified | — |
| #LTS00132369 | 2026-06-05 07:28:54+00:00 | — | INBOUND | FGW5500 | HARDWARE | — |