leonisabless.esling@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 64m 14s; outlier: 1.9x weekly median handle time.
• MR is one of the slowest families at 3m 54s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, especially for WHW03 and MR2000 models.
• Ensure essential product details (model, serial number) are collected in all calls.
• Avoid providing unrelated or incorrect technical instructions.

What Went Well

1. Correct application of 5-press pairing for WHW03

You successfully guided a customer through the 5-press reset procedure for their WHW03 mesh network, which is a valid and supported troubleshooting method. This demonstrates strong product knowledge when applied correctly.

> "Instructed customer to perform 5-press reset on parent router (valid for WHW03 per KB)."

#TE00130787

1. Empathetic communication

During a complex setup call involving hearing difficulties, you maintained patience and accommodated the customer's needs, involving their spouse when needed. This empathetic approach helped keep the customer engaged despite technical challenges.

> "Empathetic and patient tone throughout, especially when accommodating customer's hearing difficulty and involving spouse ([19:00], [20:00])."

#TE00130787

Growth Opportunities

1. Collect essential product details consistently

In replacement status inquiries and setup calls, ensure you gather critical information (model, serial number, warranty status) early in the conversation. This prevents wasted time and enables accurate case lookup or troubleshooting.

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

#LTS00094203

1. Avoid unrelated or incorrect technical instructions

When providing guidance, stay focused on validated KB solutions. Avoid inventing procedures or referencing non-existent apps/services, as this confuses customers and undermines trust.

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

#TE00130712

Next Week's Focus

• Start every call with a structured information-gathering script for model, serial number, and warranty status to ensure you have the foundation for accurate assistance.
• Cross-reference KB articles before providing instructions, especially for LED interpretations and reset procedures, to avoid misguidance.
• Verify internet connectivity after mesh setup to confirm resolution of the original issue (e.g., DirecTV Genie Air disconnections).
• Document all troubleshooting steps taken in the case notes to support future handoffs and reduce repeat contacts.

Technical Accuracy

Improvement

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

#TE00130897

Strength

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

#TE00130787

Improvement

Failed to collect product model, serial number, or warranty information during a replacement status inquiry call.

#LTS00094203

No dedicated technical accuracy signals were extracted this week beyond those listed above. Review the Growth Opportunities and Escalation Lessons sections for additional technical coaching patterns.

Coaching Moments

Improvement

Provided materially incorrect guidance for WHW03 setup, including unrelated camera setup instructions via a non-existent 'Nurture Life' app.

"Incorrectly identified the Linksys product and gave instructions for unrelated devices (camera app) at [17:00]. Provided non-existent camera setup steps via the 'Nurture Life' app..."

#TE00130712

Escalation Lessons: What L2 Did

#TE00130712 — Resolved by Level 2

• What L1 saw: Customer had replaced their WHW03 parent node with a TP-Link Archer BE5500 router and was unable to connect their Linksys mesh nodes. The L1 agent provided incorrect guidance including unrelated camera setup instructions and wrong LED interpretations.
• Why it escalated: The case was escalated due to materially incorrect technical guidance and failure to verify internet connectivity after attempted troubleshooting.
• Related call chain: This was the third contact in a chain. The first two calls (by another agent) also failed to resolve the issue, documenting "No valid resolution provided" and "No follow-up scheduled."
• What L2 did: L2 verified the customer's new TP-Link router setup, explained the cascade process for adding Linksys nodes, reset a node, connected it via Ethernet, and guided the customer through web UI setup. They confirmed the node showed solid green and appeared in the app.
• Current state: Resolved with customer satisfaction (CSAT 5).
• L1 learning points:

1. Always verify WAN/internet connectivity before proceeding with mesh node setup.

2. Use only KB-validated instructions for WHW03 LED states and pairing methods.

3. Collect and document essential case information (model, serial, warranty) early in the call.

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer struggled to add WHW03 child nodes to their mesh network; lights flashing red/pink and app only showed one node. They also reported DirecTV Genie Air disconnections.
• Why it escalated: The case exceeded support thresholds and was beyond the shifting agent's capability during their training session.
• Related call chain: This was the second contact. The first call (by another agent) resulted in escalation with "excessive threshold" noted.
• What L2 did: L2 guided the customer through a 5-press reset on the parent, node resets, and relocation. They verified all nodes showed solid green and appeared in the app, though internet/WAN connectivity wasn't confirmed.
• Current state: Resolved but with unresolved connectivity concerns.
• L1 learning points:

1. The 5-press reset is a valid and supported procedure for WHW03 mesh recovery.

2. Always verify internet/WAN connectivity after mesh recovery, especially when customers report connectivity issues with connected devices.

3. Document LED state changes and app visibility as success metrics.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer reported a solid purple light on their MR2000 router after attempting to switch to bridge mode, with the Wi-Fi name changed.
• Why it escalated: No L1 troubleshooting was performed; the agent failed to collect product details or provide KB-based guidance.
• Related call chain: This was the second contact. The first call (by another agent) was escalated correctly due to threshold exceedance.
• What L2 did: L2 claimed the ticket but provided only a callback ID without technical resolution or self-help guidance. The resolution involved verifying physical connections and basic setup steps during the callback.
• Current state: Resolved but with minimal L1 contribution.
• L1 learning points:

1. Solid purple light on MR2000 has clear KB solutions (reset, pairing, LED interpretation) that should be applied before escalation.

2. Always collect product model, serial number, and warranty information.

3. Provide KB-based troubleshooting steps even if escalating; never leave the customer without guidance.

Coach Appendix

Highest-signal weekly trend: The agent struggles with technical accuracy in setup calls, particularly for WHW03 devices, resulting in long handle times and low overall scores (avg 1.87 for SETUP category). Key issues include providing unrelated instructions, misidentifying LED states, and failing to verify connectivity after troubleshooting.

Recurring pattern: Essential product information (model, serial number) is frequently not collected, leading to inefficient troubleshooting and failed resolutions. This pattern appears across multiple call types (replacement inquiries, setup issues).

All evidence referenced above comes directly from the provided call data and insights JSON.

This Week's Calls