# xiangjie.zhang@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | |---|---|---|---|---|---| | 5 | 9m 19s | FGHSAX1800 | HARDWARE | 5 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 3.20 | 5 | | Protocol | 1.80 | 5 | | Communication | 2.00 | 5 | | Overall | 2.50 | 5 | *Scores reflect the agent’s performance across 5 calls reviewed. Overall scores ranged from **1.7 to 3.0**.* --- ## This Week's Coverage ### Models Supported Product model data not available for this week. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | HARDWARE | 2 | 2.40 | ✓ | | CONNECTIVITY | 1 | 1.70 | | | GENERAL INQUIRY | 1 | 3.00 | | | ACCESS | 1 | 3.00 | | **HARDWARE** calls showed the lowest average score (2.40). This pattern suggests a need for more structured troubleshooting and clearer escalation criteria when handling hardware-related issues. --- ## What Went Well The agent demonstrated strong accuracy on two calls, reflecting solid product knowledge and effective use of reference materials when the situation allowed: > **High accuracy on hardware/inquiry calls** > *accuracy score 5 on calls [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) and [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)* --- ## Growth Opportunities ### 1. Avoid providing incorrect reset instructions The agent gave a reset procedure that contradicts Knowledge Base guidance, which can lead to further customer frustration and additional support requests. > **Incorrect reset instructions provided** > *Agent provided incorrect reset procedure (WPS + power button for 5 seconds) for FGHSAX1800 that contradicts KB for AX/Max-Stream models (requires 10-second reset via reset button)* > [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) **What “good” looks like:** - Always verify the exact model before giving reset instructions. - Follow KB reset steps precisely (e.g., 10-second hold on the dedicated reset button for AX/Max-Stream devices). - Confirm the reset actually resolved the issue before closing the call. ### 2. Perform basic troubleshooting before escalating Several calls were escalated without exhausting basic diagnostic steps, which delays resolution and places unnecessary burden on Level 2 teams. > **Failure to perform basic troubleshooting** > *Agent skipped key troubleshooting steps (power-cycle, LED meaning check, firmware status, power supply check) across multiple calls* > [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/), [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/), [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) **What “good” looks like:** - Run a power cycle and check LED meanings for hardware issues. - Verify firmware version and update if needed. - Test with a known-good power supply when possible. - Only escalate after these steps, and document what was tried. --- ## Next Week's Focus - **Confirm model and serial number early** in every call to avoid misdirected instructions. - **Run a standardized troubleshooting sequence** (power cycle → LED check → firmware check → basic connectivity tests) before considering escalation. - **Set clear follow-up expectations** (specific callback windows, case numbers, next steps) to improve customer confidence. - **Review KB reset procedures** for AX/Max-Stream and Velop devices to ensure accuracy. --- ## Technical Accuracy ### **Improvement** > Agent provided incorrect reset procedure (WPS + power button for 5 seconds) for FGHSAX1800 that contradicts KB for AX/Max-Stream models (requires 10-second reset via reset button) > [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) ### **Improvement** > Agent gave materially wrong reset instructions for MX2000: advised 30-second on/off power cycles, which is not a documented recovery method. Correct procedure is 10-second reset until red LED appears > [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/) ### **Improvement** > Agent failed to collect essential product identification (model/serial), did not perform troubleshooting or verify warranty status, provided indefinite callback window > [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) ### **Improvement** > Agent did not verify customer's email address before promising resend, did not set specific follow-up time, did not create HappyFox case or collect product information > [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) ### **Improvement** > Agent failed to perform meaningful troubleshooting, did not verify model/login method/admin access, escalated without confirming basic diagnostics (mesh node LED status, app version, firmware) > [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) --- ## Coaching Moments ### **Improvement** > Regarding the Wi-Fi device you have, I want to ask, if there are often three lights that keep flashing, what does that indicate? > > **Note:** The agent provided incorrect reset instructions (WPS + power button for 5 seconds) that contradict KB guidance for AX/Max-Stream models. Always verify the exact product model before giving reset steps, and follow KB reset procedures precisely. > [#LTS00130813](https://linksys.happyfox.com/staff/ticket/130813/) ### **Improvement** > I tried to do a hard reset, according to your instructions. The model is MX2000. > > **Note:** The agent advised incorrect 30-second on/off power cycles for MX2000, which is not a documented recovery method. The correct procedure is a 10-second reset until the red LED appears. Always follow KB reset steps for Velop devices. > [#LTS00130821](https://linksys.happyfox.com/staff/ticket/130821/) --- ## Escalation Lessons: What L2 Did ### [#LTS00131353](https://linksys.happyfox.com/staff/ticket/131353/) — Resolved by Level 2 | **What L1 saw** | **Why it escalated** | **What L2 did** | **Current state** | |---|---|---|---| | Customer reported that the Linksys app shows zero devices and zero mesh nodes after reinstalling; unable to view connected device information. | Escalation trigger was not explicit in the available notes. | No explicit Level 2 resolution steps were documented in the local snapshot. | Resolved (per HappyFox final status). | **L1 learning points:** 1. **Verify app login method** (email vs router password) and confirm access to the admin interface (myrouter.local). 2. **Check mesh node LED status** to confirm power and connectivity before assuming a backend issue. 3. **Collect app version and firmware details** to rule out known bugs or compatibility problems. --- ## Coach Appendix *This week’s highest-signal trend is the repeated provision of incorrect reset instructions and insufficient basic troubleshooting before escalation. Focus the next coaching conversation on reinforcing model-specific reset procedures and a structured troubleshooting sequence (power cycle → LED check → firmware check → connectivity tests) to reduce escalations and improve customer outcomes.*