Xiao Ge Ji — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

4 calls reviewed. Overall score range: 1.5 (lowest) to 3.0 (highest).

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

No categories flagged for deeper drill-down this week.

What Went Well

High accuracy score on setup call

Call #LTS00131174 achieved accuracy score of 4, the highest this week. Technical context shows agent correctly advised customer to call back while near the device and proactively recorded customer contact information for continuity.

Proper product identification and serial collection

Agent correctly identified model E8450 and serial number 38D1033B01983 during call #LTS00131191, following protocol for product-specific support.

Polite and patient tone

Agent maintained a consistently polite and patient tone throughout call #LTS00131006, even when the customer struggled to describe the issue.

Growth Opportunities

Incomplete troubleshooting and product verification

Call #LTS00131006 failed to collect essential product details or perform meaningful troubleshooting. Agent did not identify or verify product model before providing guidance and incorrectly redirected focus to a laptop not mentioned by the customer.

Next step: Always confirm the exact product model and serial number before proceeding with any troubleshooting steps. Use the standard Wi-Fi connectivity troubleshooting flow for TV detection issues, and avoid redirecting focus to unrelated devices.

Low protocol and communication scores

Call #LTS00131167 scored protocol=1 and communication=1, the lowest this week. Agent repeated customer statements verbatim without adding value, failed to take control of the call, and did not collect serial number or warranty status.

Next step: Actively guide the conversation by restating the issue in your own words, asking targeted questions, and taking ownership of the troubleshooting process. Always collect product serial number and warranty status early in the call.

Next Week's Focus

• Verify product details first: Confirm model and serial number in the first 30 seconds of every call. Use the KB to look up any model-specific troubleshooting steps before proceeding.
• Lead the troubleshooting conversation: Restate the issue clearly, ask focused questions, and avoid echoing the customer's statements verbatim. Take control of the call flow.
• Collect warranty and case details early: Ask about warranty status and collect case numbers when discussing hardware purchases or advanced troubleshooting.
• Use standard diagnostic sequences: For Wi-Fi connectivity issues, follow the prescribed troubleshooting flow (signal strength check, admin UI access, firmware version) before suggesting hardware changes.

Technical Accuracy

Improvement

Incorrect factory-reset procedure: Agent instructed 20-30 second hold for EA8450 model instead of the KB-specified 10-second reset. Also introduced non-standard recovery method with repeated unplug/replug cycles not documented in KB.

#LTS00131191

Improvement

Failed to collect essential product information: Agent did not obtain router model or serial number despite multiple opportunities in call. Did not follow any standard troubleshooting flow for Wi-Fi connectivity issues.

#LTS00131174

Strength

Correctly identified WPS button function on Wi-Fi 7 model (LN1400), aligning with KB guidance. Maintained polite and patient tone throughout call.

#LTS00131006

Improvement

No diagnostic steps performed. Agent confirmed mesh topology concept correctly but defaulted to suggesting hardware purchase without offering free troubleshooting or self-help resources. Did not check signal strength, admin UI access, or firmware version.

#LTS00131167

Coaching Moments

Improvement

Did not confirm or document product serial number, violating protocol for product-specific support [transcript lacks collection].

Call #LTS00131167 lacked essential product information collection, impacting ability to provide targeted support.

Improvement

Failed to collect essential product information (model/serial) despite multiple opportunities [01:33, 01:43, 01:53].

Call #LTS00131174 missed critical product verification steps that are required before any troubleshooting guidance can be given.

Escalation Lessons: What L2 Did

No escalated cases were recorded this week. All cases were handled at Level 1 without escalation.

Coach Appendix

Highest-signal weekly trend: All four calls remained unresolved, with protocol and communication scores well below target (1.75 and 2.0 respectively). The most common pattern was incomplete product verification and insufficient troubleshooting before setting callbacks. Next coaching conversation will focus on reinforcing structured troubleshooting flows and early product data collection.

This Week's Calls