zhiliang.chen@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 | 15m 20s | LN1600 | SETUP | 1 | — |
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: Zhiliang Chen, zhiliang.chen@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 6 |
| Protocol | 1.30 | 6 |
| Communication | 2.00 | 6 |
| Overall | 2.30 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 2 | 18m 52s | 1.80 | 2.50 | 1.00 | 2.00 | |
| MBE | 1 | 13m 54s | 2.20 | 3.00 | 1.00 | 2.00 | |
| EA | 1 | 13m 8s | 2.10 | 2.00 | 2.00 | 3.00 | |
| OTHER | 2 | 11m 42s | 3.00 | 4.00 | 1.50 | 1.50 |
Key Observations
- LN is one of the slowest families at 18m 52s.
- MBE is one of the slowest families at 13m 54s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 4 | 16m 11s | 1.98 | 2.50 | 1.25 | 2.25 | ✓ |
| HARDWARE | 2 | 11m 42s | 3.00 | 4.00 | 1.50 | 1.50 | |
| Unclassified | 1 | 47m 19s | — | — | — | — |
Week-over-Week Movement
- Overall moved up 0.57 vs. last week.
- Accuracy moved up 1.75 vs. last week.
- Protocol moved down 0.17 vs. last week.
- Communication moved up 0.25 vs. last week.
- Average handle time moved down by 18m 48s.
- Family swing: MBE handle time moved up by 8m 17s vs. last week.
What Went Well
- Accurate product knowledge: Correctly communicated that the 5 GHz router model is discontinued and no longer in production, avoiding unrealistic expectations.
> "But sir, this model, we don't have inventory. We're not restocking anymore. That means it's not being produced anymore."
Growth Opportunities
- Protocol adherence: Consistently missed collecting model/serial numbers, warranty verification, and creating HappyFox cases — essential for hardware and setup issues.
> "Did not collect serial number despite discussing a hardware issue."
Next step: Start every hardware/setup call by confirming model, serial, and warranty status, then document in HappyFox.
- Technical accuracy: Provided invalid firmware URLs and incorrect reset instructions (e.g., 20-second reset for EA8300 when 10 seconds is correct).
> "Directed customer to download firmware from www.ln1600.com (incorrect URL per KB)"
Next step: Verify all URLs and reset steps against KB before guiding customers.
Next Week's Focus
- Standardize opening protocols: Always collect model, serial, and warranty info in the first 30 seconds of hardware/setup calls.
- Validate troubleshooting steps: Cross-check firmware URLs, default credentials, and reset times with KB before advising customers.
- Document every call: Ensure every call results in a HappyFox case with clear next steps, even if the issue is unresolved.
- Practice concise closure: End calls with a confirmed action item (e.g., “Please try X and reply to ticket Y”) to reduce follow-ups.
Technical Accuracy
Improvement
"Agent provided invalid firmware URL 'www.ln1600.com' (not a Linksys domain). Correct URL should be verified from KB."
Improvement
"Agent failed to collect serial number or verify warranty status despite hardware malfunction indication."
Improvement
"Agent did not follow standard protocol: no model/serial collection, no warranty verification, no case creation."
Improvement
"Agent provided inaccurate reset guidance: EA8300 requires only a 10-second factory reset, not 20 seconds."
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
- Highest-signal trend: Protocol gaps (missing model/serial collection, warranty checks, case documentation) directly impact resolution efficiency, especially in SETUP and HARDWARE categories.
- Recurring pattern: Technical inaccuracies (invalid URLs, incorrect reset times) erode customer trust and increase callback risk.
- Key evidence: Calls #LTS00130381, #LTS00131752, and #LTS00131778 repeatedly show missing protocol steps and technical errors. Focus next week on structured opening protocols and KB validation.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130381 | 2026-06-01 06:38:38+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | Offered a TangoCard refund (not accepted). No further action taken. |
| #LTS00130381 | 2026-06-01 08:59:17+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | Offered Tango gift-card refund; no device replacement or escalation provided. Customer declined and will call back. |
| #LTS00131752 | 2026-06-02 02:03:45+00:00 | 2.20 | INBOUND | LN1600 | SETUP | Customer to try accessing the admin page via computer or iPad tomorrow; no further action taken by agent. |
| #LTS00131752 | 2026-06-02 02:12:14+00:00 | 1.40 | INBOUND | LN1600 | SETUP | No confirmed fix; call ended without verification of internet connectivity. |
| #LTS00131778 | 2026-06-02 05:50:59+00:00 | 2.10 | INBOUND | EA8100 | SETUP | No fix; customer ended call without resolution. Recommend verifying network connection, disabling VPN, accepting browser security warning, or trying http://myrouter.local. |
| #LTS00131789 | 2026-06-02 07:54:23+00:00 | 2.20 | INBOUND | MBE7000 | SETUP | Schedule a callback when the customer is on‑site to perform detailed diagnostics. |
| #GI00131971 | 2026-06-03 02:06:43+00:00 | — | INBOUND | — | Unclassified | — |