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 range: 1.10 – 3.40.

Where Time Goes

Models Supported

The WHW03 model dominates this week’s handle time, accounting for both the longest average duration (64m 34s) and the lowest overall score (2.25). This pattern suggests setup-related complexities are driving both time and score pressure for this product.

Problem Categories

The SETUP category is both the most frequent and the slowest, with an average handle time of 44m 27s and a below-average overall score of 2.50. This signals a need to refine troubleshooting efficiency and accuracy for setup scenarios.

What Went Well

Correct application of 5-press pairing method

"Empathetic and patient tone throughout, especially when accommodating customer's hearing difficulty and involving spouse."

#TE00130787

Empathetic and patient communication

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

#TE00130787

Growth Opportunities

Incorrect technical guidance and unrelated instructions

"Provided completely unrelated camera setup instructions using a non-existent 'Nurture Life' app at [17:00], indicating severe hallucination or confusion."

#TE00130712

What better looks like: Deliver only product-specific, KB-backed steps. When unsure, offer to escalate or schedule a callback with clear next steps.

Failure to verify internet/WAN connectivity

"Did not verify internet or WAN connectivity after nodes were added, despite customer's original issue involving DirecTV Genie Air disconnections ([53:00])."

#TE00130787

What better looks like: After mesh recovery, always confirm internet connectivity (e.g., ping test, speed check) before closing. This validates the resolution and prevents follow-up contacts.

Next Week's Focus

• Verify connectivity after every setup: Make a habit of asking the customer to test internet access (e.g., load a webpage or run a speed test) before closing setup calls.
• Stick to KB-backed steps: When guiding customers, reference only documented procedures. If a step isn’t in the KB, offer to escalate or schedule a follow-up.
• Collect and confirm details early: Capture model, serial number, and warranty status upfront to avoid repeating requests and improve efficiency.
• Use the 5-press reset confidently: Continue leveraging this valid method for WHW03 mesh recovery, but pair it with post-reset connectivity checks.

Technical Accuracy

Improvement

Agent provided materially incorrect technical guidance, including unrelated camera setup instructions, wrong LED interpretations, and failed to verify internet connectivity.

#TE00130712

Improvement

Failed to troubleshoot the reported solid purple light issue on MR2000, which has documented KB solutions (e.g., reset, pairing, LED interpretation).

#TE00130897

Strength

Agent correctly applied the 5-press pairing method appropriate for WHW03 Velop devices (valid per KB).

#TE00130787

Coaching Moments

Improvement

"Ah, no I don't. Area code [REDACTED]. Yes. Okay."

Agent placed customer on hold without explanation, violating hold-time communication protocol. Ensure holds are brief, announced, and followed by clear updates.

Improvement

"This is the new ones already or... parent? Ah, OK. Got it. So... Yeah, what new router do you have right now, if I may ask? Oh, OK. Thank you. Share."

Agent struggled to identify the correct product and provided instructions for unrelated devices. Focus on confirming product details before proceeding.

Escalation Lessons: What L2 Did

#TE00130712 — Resolved by Level 2

• What L1 saw: Customer had replaced the parent node with a TP-Link Archer BE5500 router and wanted to connect WHW03 mesh nodes. L1 reset nodes, attempted Ethernet connection, and gave incorrect LED and camera setup guidance.
• Why it escalated: L1 provided materially incorrect technical instructions and failed to verify connectivity, leaving the customer confused and unresolved.
• Related call chain: This was the third contact for this case. The first two calls (by another agent) also ended in callbacks without resolution.
• What L2 did: L2 guided the customer through proper node reset, Ethernet connection, and verification of internet connectivity. They also clarified Wi-Fi network selection and confirmed node status in the app.
• Current state: Resolved with confirmed node connectivity and app visibility.
• L1 learning points:

1. Always verify internet connectivity after connecting a node via Ethernet.

2. Avoid providing instructions for unrelated products (e.g., cameras).

3. Use correct LED state interpretations for WHW03 (solid purple = ready for setup, solid white = online).

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer couldn’t add WHW03 child nodes; lights flashing red/pink, app showed only one node. Also reported DirecTV Genie Air disconnections.
• Why it escalated: L1 misidentified LED colors and didn’t verify internet connectivity after mesh recovery.
• Related call chain: This was a follow-up call after an earlier escalation.
• What L2 did: L2 applied the 5-press reset on the parent, guided node resets, and directed the customer to relocate nodes for better coverage. They confirmed node presence in the app but did not verify internet/WAN connectivity.
• Current state: Resolved (nodes visible in app), but internet connectivity remains unconfirmed.
• L1 learning points:

1. After mesh recovery, always confirm internet connectivity to ensure full resolution.

2. Use precise LED state descriptions from KB (e.g., solid green = connected).

3. Document and verify each step with the customer to avoid ambiguity.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer reported a solid purple light on an MR2000 after attempting bridge mode, with Wi-Fi name changes.
• Why it escalated: L1 failed to collect product details, did not troubleshoot the solid purple light per KB, and offered only a Level-2 support ID without guidance.
• Related call chain: Multiple agents attempted support before escalation.
• What L2 did: L2 reviewed the case, attempted a callback, and ultimately resolved the ticket by advising the customer to reset the device and reconfigure Wi-Fi settings per KB.
• Current state: Resolved after L2-provided reset and reconfiguration steps.
• L1 learning points:

1. Collect model and serial number upfront for device-specific troubleshooting.

2. Follow KB steps for solid purple light (reset, pairing, LED interpretation).

3. Provide clear, actionable guidance instead of vague escalation handoffs.

Coach Appendix

Key weekly trend: Setup-related calls dominate this week’s volume and duration, with WHW03 showing the longest handle times and lowest scores. Protocol adherence and technical accuracy need focused improvement, especially around verifying connectivity post-troubleshooting and avoiding unrelated instructions.

Recurring pattern: Multiple calls involved misinterpretation of LED states and failure to confirm internet connectivity after mesh setup. This suggests a need for refreshed training on WHW03 LED guidance and post-resolution validation steps.

This Week's Calls