leonisabless.esling@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 4 calls reviewed. Overall score range: 1.1 (lowest) to 3.4 (highest).

This Week's Coverage

Models Supported

Pattern Note: Lower scores on WHW03 calls suggest a need to reinforce protocol adherence and technical accuracy for this high-volume model.

Problem Categories

SETUP Focus Area: The lower average score (2.07) across setup calls indicates opportunities to improve troubleshooting depth, resolution verification, and protocol consistency. Pay special attention to collecting product details and confirming connectivity after guided steps.

What Went Well

Correct application of 5-press pairing for WHW03

Correctly applied the 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure per KB.

#TE00130787

This call demonstrates strong technical knowledge and effective guidance. The agent correctly identified the 5-press reset as a valid recovery method for WHW03 devices, walked the customer through the process, and verified node presence in the app—a clear win for both the customer and the support team.

Growth Opportunities

Failure to collect essential product details

Failed to collect essential product details (model, serial number) necessary for replacement status inquiry.

#LTS00094203

When handling replacement status inquiries, collecting the model, serial number, and warranty information is essential. Without these details, the agent cannot perform accurate status checks, verify eligibility, or create proper documentation. Next step: Always start replacement status calls by asking for the model, serial number, and purchase date before proceeding.

Incorrect technical guidance and LED interpretation

Provided non-existent camera setup steps via the 'Nurture Life' app, which is not a Linksys product or service. Gave wrong LED color meanings and pairing instructions for WHW03.

#TE00130712

This call highlights the risks of providing incorrect or unrelated guidance. The agent introduced a non-existent app and misstated LED behaviors, leaving the customer confused and unsupported. Next step: Stick to verified KB steps for WHW03 setup. When in doubt, default to resetting the device and verifying connectivity before offering additional guidance.

Next Week's Focus

1. Start every call with essential details: Model, serial number, and warranty status—especially for replacement status and setup calls.
2. Verify connectivity after guided steps: After completing a reset or pairing process, always confirm internet/WAN connectivity before closing the call.
3. Avoid unrelated guidance: When instructions feel uncertain, default to standard resets and KB-validated steps rather than introducing new or unverified processes.
4. Document and escalate clearly: When escalation is necessary, provide a concise summary of steps taken and why escalation is required—this helps L2 teams resolve issues faster.

Technical Accuracy

Improvement

Failed to collect product model, serial number, or warranty information during replacement status inquiry, violating case management protocol.

#LTS00094203

Note: Skipping these basics prevents accurate case creation, status checks, and eligibility verification—critical for replacement inquiries.

Improvement

Provided materially incorrect guidance, including unrelated camera setup instructions ('Nurture Life' app) and wrong LED interpretations for WHW03.

#TE00130712

Note: Introducing non-existent apps and misstating LED meanings creates confusion and undermines trust. Stick to KB-validated steps.

Strength

Correctly applied 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure per KB.

#TE00130787

Note: This is a textbook example of effective technical guidance—clear, accurate, and aligned with supported procedures.

Improvement

Failed to troubleshoot solid purple light issue on MR2000, provided no technical guidance per KB, and offered only a vague Level-2 support ID without collecting device details.

#TE00130897

Note: Solid purple light on MR2000 has clear KB guidance (reset, pairing check). Skipping these steps and offering only a vague escalation path leaves the customer unsupported.

Coaching Moments

Improvement

[02:00] CHANNEL_LEFT: Are you with the device right now? I see. That, that's totally fine. Um. Do you have a, like a, No, go ahead. What would you want, like, what would work best for you? No problem. I'm actually part of the level two team. what I can do is provide a ID or direct.

#TE00130897

Note: This call demonstrates a failure to apply basic troubleshooting for a solid purple light issue on an MR2000. The agent offered only a vague Level-2 support ID without collecting product details or guiding the customer through any KB-validated steps (e.g., reset, pairing verification). Collecting the model, serial number, and warranty status—and walking the customer through a reset—would have advanced the case before escalation.

Escalation Lessons: What L2 Did

#TE00130712 — Resolved by Level 2

• What L1 saw: Customer had replaced the modem and tried resetting a WHW03 parent node, but it remained unresponsive. L1 reset steps were performed, but the node got stuck in solid pink/purple LED. No internet connectivity was verified.
• Why it escalated: L1 provided incorrect LED interpretations and unrelated camera setup instructions, leaving the customer confused and unsupported. The case was escalated due to unresolved technical confusion and lack of clear next steps.
• Related call chain: This was the third contact for this case. The first two calls (by another agent) also ended in callbacks without resolution. L1’s handling added confusion rather than progress.
• What L2 did: L2 performed a structured callback, verified the new TP-Link router setup, guided the customer through node resets and Ethernet wiring, and confirmed node connectivity via the app. They avoided unrelated instructions and focused on validating internet connectivity.
• Current state: Resolved—nodes now solid green and visible in the app.
• L1 learning points:

1. Verify internet connectivity before proceeding with mesh setup. After wiring the parent node to the new router, confirm a wired device can access the internet.

2. Use correct LED guidance for WHW03: Solid purple = ready for setup; solid white = online. Avoid inventing colors like “pink/red.”

3. Avoid unrelated product mentions. If unsure, default to resetting the device and verifying basic connectivity before offering additional guidance.

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer struggled to add two WHW03 child nodes; lights flashed red/pink, and the app showed only one node. There was also a DirecTV Genie Air connectivity issue.
• Why it escalated: L1 determined the case exceeded their support threshold and escalated without resolving the immediate setup issue.
• Related call chain: This was a repeat contact—L1 had previously attempted troubleshooting but couldn’t add the nodes. The customer called back after the first attempt failed.
• What L2 did: L2 guided the customer through a 5-press reset on the parent node, reset the child nodes, and directed the customer to relocate nodes for better signal. They confirmed node presence in the app but did not verify internet/WAN connectivity.
• Current state: Resolved—nodes now solid green and visible in the app, but internet connectivity remains unconfirmed.
• L1 learning points:

1. Apply the 5-press reset for WHW03 mesh recovery. This is a valid, KB-supported method for restoring mesh functionality when nodes won’t join.

2. Confirm internet connectivity after mesh setup. Even if nodes appear in the app, verify a wired device can access the internet to ensure full resolution.

3. Document and verify each step. After guiding resets and relocation, ask the customer to confirm node LEDs and app visibility, then proceed to connectivity checks.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer reported a solid purple light on an MR2000 after attempting to switch to bridge mode; Wi-Fi name had changed.
• Why it escalated: L1 failed to collect product details or perform any troubleshooting. They offered only a vague Level-2 support ID without guiding the customer through basic steps.
• Related call chain: Multiple agents attempted to assist, but none collected model/serial details or performed resets. The case was passed up the chain without progress.
• What L2 did: L2 finally collected the model (MR2000) and serial number, performed a factory reset via the reset button, and guided the customer through reconfiguration. They verified the device rebooted and the LED returned to normal.
• Current state: Resolved—device reset and reconfigured successfully.
• L1 learning points:

1. Always collect model and serial number for MR2000 and other devices. This is essential for identifying correct procedures.

2. Apply factory reset for solid purple light on MR2000. Press and hold the reset button for 10 seconds to clear the state—this is a standard KB solution.

3. Guide the customer through basic reboot and reconfiguration. After reset, walk the customer through reconnecting to the default network and reapplying settings.

Coach Appendix

• Highest-signal trend: Inconsistent protocol adherence—especially skipping essential product detail collection (model, serial, warranty) and failing to verify connectivity after setup steps. This pattern appears across multiple calls and directly impacts resolution quality.
• Key pattern for next coaching: Focus on building a repeatable “start-of-call intake” habit: model, serial, warranty, and current symptom. Pair this with a mandatory “connectivity verification” step after any reset or pairing procedure. Practicing these two habits will reduce escalations and improve first-contact resolution.