leonisabless.esling@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 3 TE-owned calls vs 1 LTS queue calls.
• Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

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 accuracy in technical guidance.
• Ensure essential product details are collected in all calls.
• Verify internet/WAN connectivity after troubleshooting steps.

What Went Well

1. Correct application of 5-press pairing for WHW03

> [No transcript quote available]

Correctly applied the 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure. This resolved node visibility issues and demonstrated technical accuracy.

#TE00130787

1. Patient and empathetic communication

> "Hello. Thank you for calling linksys.com. How may I help you today?"

Maintained a calm, patient tone throughout calls, especially when accommodating a customer’s hearing difficulty and involving a spouse in troubleshooting steps.

#TE00130787

Growth Opportunities

1. Collect essential product details consistently

> "Yeah, um, calling to find out what happened- happened to my replacement."

Failed to collect model, serial number, or warranty information during replacement status inquiries. This delayed case progression and increased dependency on escalation.

Next step: Always verify product details (model, serial, warranty) before proceeding with any troubleshooting or case documentation.

#LTS00094203

1. Avoid incorrect technical guidance and unverified assumptions

> "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?"

Provided materially incorrect technical guidance, including unrelated camera setup instructions and wrong LED interpretations, leaving the customer confused about Wi-Fi network usage.

Next step: Stick to documented KB steps for WHW03 mesh setup. Verify WAN internet connectivity before declaring resolution.

#TE00130712

Next Week's Focus

1. Protocol-first troubleshooting: Start every call by collecting model, serial number, and warranty status. Use this data to guide diagnostics.
2. Connectivity verification: After mesh setup steps, always confirm internet/WAN connectivity (e.g., “Can you load a website?”) before closing.
3. Escalation readiness: When escalating, document exact troubleshooting steps performed, error states observed, and customer-reported symptoms clearly for L2.
4. LED state accuracy: Refer to WHW03 KB for official LED meanings (solid purple = ready for setup, solid white = online) and avoid subjective descriptions like “pink/red.”

Technical Accuracy

Strength

• Correct application of 5-press pairing for WHW03

> [No transcript quote available]

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

#TE00130787

Improvement

• Failure to collect product details

> [No transcript quote available]

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

#LTS00094203

• Incorrect technical guidance and LED interpretation

> "I understand. Yeah, no problem. 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."

note: Provided incorrect technical guidance, including unrelated camera setup instructions and wrong LED interpretations for WHW03. Failed to verify internet connectivity.

#TE00130712

• Failed to troubleshoot solid purple light issue

> [No transcript quote available]

note: Did not troubleshoot the reported 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

Coaching Moments

Improvement

• Abandoned or vague closure in replacement inquiry

> "All right, thank you so much. So I'm going to like do a follow-up call back on this one right now, so that you will be able to receive an update as soon as possible."

note: Promised a vague follow-up callback with no specifics, leaving the customer without a clear path forward.

#LTS00094203

Improvement

• Materially incorrect guidance leading to unresolved issue

> "uh what's the um model sorry the brand sorry that's Archer, right? is is this from TP Link or okay okay so let me just make sure I understand your concern correctly you have a new router which is the TP Link arch E 55 5000 and you wanted to link the Linksys device the the old ones that you have the WH W O 03 to this new router is that what the"

note: Provided incorrect LED color expectations and unrelated camera setup instructions via a non-existent “Nurture Life” app, contradicting WHW03 KB guidance.

#TE00130712

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 couldn’t add WHW03 mesh nodes. L1 reset nodes, connected one via Ethernet, and instructed browser navigation to [REDACTED_PHONE].
• Why it escalated: L1 provided incorrect technical guidance (unrelated camera setup steps, wrong LED interpretations) and failed to verify internet connectivity, leaving the customer unsure which Wi-Fi network to use.
• Related call chain: This was the third contact for this case. L1’s prior attempt (call aeae06a2-5903-11f1-b89d-42010a660053) ended with unresolved confusion, requiring L2 to restart troubleshooting.
• What L2 did:

- Verified WAN connectivity by having the customer connect a wired device.

- Guided the customer to add nodes sequentially via the TP-Link router’s Wi-Fi network.

- Confirmed node status in the Linksys app and validated internet access.

• Current state: Resolved with nodes now solid green and visible in the app.
• L1 learning points:

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

2. For WHW03, use documented LED states (solid purple = ready for setup, solid white = online) and avoid subjective descriptions.

3. Collect model/serial numbers and warranty details upfront to avoid repeat contacts.

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer couldn’t 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: L1 exceeded support thresholds and lacked advanced troubleshooting steps for mesh recovery.
• Related call chain: This was a follow-up to an earlier escalation (call fba37442-5881-11f1-948e-42010a623f91), where L1 scheduled a callback but couldn’t proceed due to training conflicts.
• What L2 did:

- Instructed a 5-press reset on the parent node (valid for WHW03).

- Guided node resets and sequential relocation.

- Verified node presence in the app but did not confirm internet/WAN connectivity.

• Current state: Resolved (nodes solid green in app), but internet connectivity remains unverified.
• L1 learning points:

1. The 5-press reset is a valid troubleshooting step for WHW03 mesh recovery—use it confidently.

2. Always confirm internet/WAN connectivity after mesh setup, especially when customers report connectivity issues (e.g., DirecTV Genie Air).

3. Document LED states as per KB (solid blue = booting, solid green = connected) to improve clarity.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer reported a solid purple light on an MR2000 after attempting bridge mode, with the Wi-Fi name changed.
• Why it escalated: L1 failed to troubleshoot the solid purple light issue, did not collect product details, and provided no KB-based guidance.
• Related call chain: This was the second contact. L1’s first attempt (call b1fa6f4c-591e-11f1-b671-42010a623f91) escalated without resolution; L1’s second attempt (call 4c714ae0-5939-11f1-9f27-42010a660053) ended with a vague Level-2 ID.
• What L2 did:

- Diagnosed the solid purple light as a normal boot state.

- Guided the customer through factory reset and reconfiguration.

- Verified Wi-Fi network regeneration and connectivity.

• Current state: Resolved after factory reset and reconfiguration.
• L1 learning points:

1. The solid purple light on MR2000 is a normal boot state—no reset is required unless the device is unresponsive.

2. Always collect product model, serial number, and warranty status before troubleshooting.

3. Provide clear, KB-based steps (e.g., factory reset procedure) instead of vague escalation handoffs.

Coach Appendix

Highest-signal weekly trend: Protocol adherence gaps extended handle times and reduced resolution quality, particularly in SETUP cases. Key patterns include inconsistent collection of product details and failure to verify connectivity post-troubleshooting. Focus next week on protocol-first diagnostics (model/serial/warranty → connectivity check → targeted troubleshooting) to reduce escalation dependency and improve FCR.

This Week's Calls