# 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."* [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) --- ## 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."* [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) **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)"* [#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/) **Next step**: Verify all URLs and reset steps against KB before guiding customers. --- ## Next Week's Focus 1. **Standardize opening protocols**: Always collect model, serial, and warranty info in the first 30 seconds of hardware/setup calls. 2. **Validate troubleshooting steps**: Cross-check firmware URLs, default credentials, and reset times with KB before advising customers. 3. **Document every call**: Ensure every call results in a HappyFox case with clear next steps, even if the issue is unresolved. 4. **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."* [#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/) ### **Improvement** > *"Agent failed to collect serial number or verify warranty status despite hardware malfunction indication."* [#LTS00131752](https://linksys.happyfox.com/staff/ticket/131752/) ### **Improvement** > *"Agent did not follow standard protocol: no model/serial collection, no warranty verification, no case creation."* [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) ### **Improvement** > *"Agent provided inaccurate reset guidance: EA8300 requires only a 10-second factory reset, not 20 seconds."* [#LTS00131778](https://linksys.happyfox.com/staff/ticket/131778/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130381/) | 2026-06-01 06:38:38+00:00 | 3.00 | INBOUND | FGW5500 | HARDWARE | Offered a TangoCard refund (not accepted). No further action taken. | | [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) | 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](https://linksys.happyfox.com/staff/ticket/131752/) | 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](https://linksys.happyfox.com/staff/ticket/131752/) | 2026-06-02 02:12:14+00:00 | 1.40 | INBOUND | LN1600 | SETUP | No confirmed fix; call ended without verification of internet connectivity. | | [#LTS00131778](https://linksys.happyfox.com/staff/ticket/131778/) | 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](https://linksys.happyfox.com/staff/ticket/131789/) | 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](https://linksys.happyfox.com/staff/ticket/131971/) | 2026-06-03 02:06:43+00:00 | — | INBOUND | — | Unclassified | — |