leonisa.bless.esling@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 4 calls reviewed. Overall score ranged from 1.1 to 3.4.

This Week's Coverage

Models Supported

Lower scores on WHW03 calls suggest a need to reinforce troubleshooting confidence and protocol adherence for this popular mesh product.

Problem Categories

The SETUP category shows a clear need for improvement (average 1.87). Focus on structured troubleshooting and protocol compliance will help raise scores here.

What Went Well

Correct application of 5-press pairing for WHW03

Correctly applied 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure per KB. Guided customer through node resets and relocation with patience.

#TE00130787

This is an excellent example of technical accuracy and patience. You identified the correct recovery method for a WHW03 mesh system and walked the customer through the process step-by-step, resulting in a successful outcome (nodes visible in the app).

Growth Opportunities

Failure to collect essential product details

Failed to collect essential product details (model, serial number) necessary for replacement status inquiry. No case lookup, warranty check, or support eligibility verification was attempted.

#LTS00094203

When handling replacement status inquiries, always collect the model number, serial number, and purchase proof upfront. This information is critical for checking warranty status, locating replacement units, and creating accurate support cases. Next step: Use the standard opening script to gather these details before proceeding with any troubleshooting or status checks.

Incorrect technical guidance and protocol violations

Provided completely unrelated camera setup instructions using a non-existent 'Nurture Life' app. Gave wrong LED color meanings and pairing instructions for WHW03.

#TE00130712

Providing inaccurate or irrelevant instructions undermines customer trust and creates additional issues. Next step: Stick to verified KB steps for the reported product and avoid speculation. When unsure, escalate or offer self-help resources instead of inventing solutions.

Next Week's Focus

1. Start every call with a structured opening that collects model, serial number, and warranty status for all product-related issues.
2. Reference KB articles before offering troubleshooting steps, especially for LED interpretations and pairing methods.
3. Verify internet connectivity after mesh recovery steps to ensure complete resolution.
4. Document every call with clear next steps, even if escalating — avoid vague promises like “we’ll call back.”

Technical Accuracy

Improvement

Failed to collect product model, serial number, or warranty information during replacement status inquiry. No case lookup or warranty verification performed.

#LTS00094203

Note: Did not collect essential identifying information, making it impossible to check warranty status or locate replacement units.

Improvement

Provided materially incorrect guidance including unrelated camera setup instructions ('Nurture Life' app) and wrong LED interpretations for WHW03. Failed to verify internet connectivity.

#TE00130712

Note: Instructions included non-existent applications and incorrect LED meanings, leading to confusion and unresolved issues.

Strength

Correctly applied 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure per KB. Guided customer through node resets and relocation with patience.

#TE00130787

Improvement

Failed to troubleshoot solid purple light issue on MR2000; provided no technical guidance per KB. Did not collect product model or serial number.

#TE00130897

Escalation Lessons: What L2 Did

#TE00130712 — Resolved by Level 2

• What L1 saw: Customer had replaced the modem and tried to connect WHW03 mesh nodes to a new TP-Link Archer BE5500 router. Nodes wouldn’t join, and the customer was unsure which Wi‑Fi network to use.
• Why it escalated: L1 provided incorrect technical guidance (unrelated camera setup steps, wrong LED meanings) and failed to verify internet connectivity or collect essential case details.
• What L2 did: L2 guided the customer through a proper 5‑press reset on the parent node, connected a child node via Ethernet, and verified node status in the app. They also confirmed internet connectivity and provided clear instructions for the remaining nodes.
• Current state: Resolved — nodes are solid green and visible in the app; customer reported no further issues.
• L1 learning points:

1. Always verify internet connectivity on the parent node before proceeding with child node setup.

2. Use the correct LED guide for WHW03 (solid purple = ready for setup, solid white = online).

3. Avoid providing guidance for unrelated products or speculating about network configurations.

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer couldn’t add two WHW03 child nodes; lights flashing red/pink, app showed only one node. Also mentioned DirecTV Genie Air disconnections.
• Why it escalated: L1 was unable to add the nodes and did not verify internet/WAN connectivity after the 5‑press reset.
• What L2 did: L2 performed a 5‑press reset on the parent node, guided the customer through resetting and relocating the child nodes, and confirmed they appeared in the app with solid green LEDs.
• Current state: Resolved — nodes are solid green and visible in the app.
• L1 learning points:

1. After performing a 5‑press reset and adding nodes, always verify internet/WAN connectivity.

2. Check the app to confirm all nodes are visible and have solid green LEDs.

3. Document the steps taken and the final status in the case notes.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer reported a solid purple light on an MR2000 router after attempting to switch to bridge mode; Wi‑Fi name had changed.
• Why it escalated: L1 did not troubleshoot the solid purple light issue, did not collect product details, and offered only a vague Level‑2 support ID.
• What L2 did: L2 collected the necessary information (model, serial number), performed a factory reset, and guided the customer through the initial setup process, restoring the default Wi‑Fi network name and functionality.
• Current state: Resolved — router is functioning normally with the default Wi‑Fi network.
• L1 learning points:

1. For a solid purple light on MR2000, follow KB steps: perform a factory reset (hold reset button for 10 seconds), then restart and follow the setup wizard.

2. Always collect product model, serial number, and warranty information at the start of the call.

3. Provide clear, step-by-step guidance rather than simply offering a support ID.

Coach Appendix

This week’s highest-signal trend is low protocol adherence, especially around case documentation and troubleshooting structure. Focus next week on reinforcing the opening script to collect essential product details and verifying connectivity after mesh recovery steps. The correct application of the 5‑press pairing method on WHW03 is a strong technical win — build on that confidence while tightening protocol compliance.

This Week's Calls