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 protocol adherence and technical accuracy, especially for WHW03 setup issues.
• Verify internet/WAN connectivity after troubleshooting steps.
• Collect essential product details (model, serial number) for all calls.

What Went Well

• Correct application of 5-press pairing for WHW03

> "Performed 5-press reset and node relocation; all nodes now solid green and visible in the app."

#TE00130787

• Empathetic and patient communication

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

#TE00130787

Growth Opportunities

• Verify internet/WAN connectivity after troubleshooting

In the WHW03 setup call, nodes appeared in the app but internet connectivity was never confirmed, leaving the original DirecTV Genie Air issue unresolved. Next step: Always test internet connectivity (e.g., via speed test, device connection) after completing setup steps and before closing the case.

#TE00130787

• Avoid incorrect technical guidance and protocol violations

In the TP-Link Archer router case, unrelated camera setup instructions and wrong LED interpretations were provided, confusing the customer and violating protocol. Next step: Stick to validated KB steps, confirm product compatibility before suggesting actions, and verify connectivity before proceeding.

#TE00130712

Next Week's Focus

1. Always verify internet/WAN connectivity after completing setup or reset steps, using a simple test (e.g., connecting a device or running a speed test).
2. Collect and confirm product details (model, serial number) early in every call to ensure accurate troubleshooting and documentation.
3. Refine setup workflows for WHW03 by reviewing KB articles and practicing the 5-press reset and node addition process.
4. Maintain empathetic communication while ensuring technical accuracy—balance patience with clear, validated steps.

Technical Accuracy

• Improvement

Agent failed to troubleshoot solid purple light issue on MR2000, which has documented KB solutions (e.g., reset, pairing, LED interpretation). No product model or serial number collected.

#TE00130897

• Improvement

Agent provided materially incorrect guidance, including unrelated camera setup instructions and wrong LED interpretations for WHW03. Failed to verify WAN connectivity.

#TE00130712

• Strength

Agent correctly applied 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure. Guided customer to validate node presence in the app.

#TE00130787

Coaching Moments

No additional coaching moments were extracted after the technical review.

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 was unable to connect WHW03 mesh nodes. L1 performed resets and guided Ethernet connection but provided incorrect LED guidance and unrelated camera setup instructions.
• Why it escalated: Case exceeded support thresholds due to unresolved connectivity and confusion caused by incorrect guidance.
• Related call chain: This was the third contact for this case. The initial L1 call (by another agent) documented the issue but did not resolve it. The second L1 call (by the same agent) provided incorrect instructions, leading to escalation.
• What L2 did: L2 clarified router compatibility, guided a proper reset and Ethernet connection, and verified node addition via the app. They also confirmed internet connectivity and provided clear next steps.
• Current state: Resolved with nodes connected and internet working.
• L1 learning points:

1. Verify router compatibility before guiding node setup—ensure the new router supports mesh or bridge modes.

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

3. Always test internet connectivity after setup to confirm resolution.

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer struggled to add WHW03 child nodes; lights flashed red/pink, and the app showed only one node. DirecTV Genie Air disconnections were also reported.
• Why it escalated: Case was escalated due to exceeding support thresholds after L1 failed to resolve the issue during the call.
• Related call chain: This was a follow-up call after an earlier escalation. The initial L1 agent documented the issue but did not resolve it.
• What L2 did: L2 guided the customer through a 5-press reset on the parent node, reset child nodes, and directed relocation. They verified node presence in the app and advised monitoring DirecTV connectivity.
• Current state: Resolved—nodes appeared in the app, but internet connectivity was not verified.
• L1 learning points:

1. Apply the 5-press reset for WHW03 mesh recovery as a validated troubleshooting step.

2. Confirm internet connectivity after node addition to ensure full resolution.

3. Document all steps and verification results to provide clear handoff information.

#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, with the Wi-Fi name changed.
• Why it escalated: Case was escalated because L1 did not troubleshoot the solid purple light issue and failed to collect product details or provide technical guidance.
• Related call chain: This was the second contact. The initial L1 agent documented the issue but did not resolve it.
• What L2 did: L2 collected product details, reviewed KB articles for solid purple light on MR2000, guided a factory reset, and reconfigured the router. They verified connectivity and provided self-help resources.
• Current state: Resolved—router was reset and reconfigured successfully.
• L1 learning points:

1. Collect product model and serial number early to enable accurate troubleshooting.

2. Reference KB articles for known LED states and troubleshooting steps (e.g., solid purple = needs reset).

3. Guide customers through verified reset procedures and confirm connectivity before closing.

Coach Appendix

• The week was escalation-heavy, with 3 out of 4 calls requiring L2 handoff. Key trends include inconsistent protocol adherence on WHW03 setup cases, failure to verify internet connectivity, and occasional incorrect technical guidance. Focus for next coaching should be on reinforcing setup workflows, emphasizing connectivity verification, and ensuring accurate product detail collection before troubleshooting.

This Week's Calls