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 and #PR00130372
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
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, #LTS00130821, #LTS00131353
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
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
Improvement
Agent failed to collect essential product identification (model/serial), did not perform troubleshooting or verify warranty status, provided indefinite callback window
#LTS00130381
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
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
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
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
Escalation Lessons: What L2 Did
#LTS00131353 — 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:
- Verify app login method (email vs router password) and confirm access to the admin interface (myrouter.local).
- Check mesh node LED status to confirm power and connectivity before assuming a backend issue.
- 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.