# leonisabless.esling@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 4 | 33m 18s | WHW03 | SETUP | 4 | 3 |

## 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
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 3.00 | 4 |
| Protocol | 1.75 | 4 |
| Communication | 2.25 | 4 |
| Overall | 2.12 | 4 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 2 | 64m 14s | 2.25 | 2.50 | 2.00 | 3.00 | Outlier: 1.9x weekly median handle time |
| MR | 1 | 3m 54s | 3.00 | 2.00 | 1.00 | 2.00 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 3 | 44m 7s | 2.10 | 2.33 | 1.67 | 2.67 | ✓ |
| GENERAL INQUIRY | 1 | 17m 27s | 3.00 | 5.00 | 1.00 | 1.00 |  |

## 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](https://linksys.happyfox.com/staff/ticket/130787/)

2. **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](https://linksys.happyfox.com/staff/ticket/130787/)

---

## 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](https://linksys.happyfox.com/staff/ticket/94203/)

2. **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](https://linksys.happyfox.com/staff/ticket/130712/)

---

## 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](https://linksys.happyfox.com/staff/ticket/130787/)

### **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](https://linksys.happyfox.com/staff/ticket/94203/)

- **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](https://linksys.happyfox.com/staff/ticket/130712/)

- **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](https://linksys.happyfox.com/staff/ticket/130897/)

---

## 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](https://linksys.happyfox.com/staff/ticket/94203/)

### **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](https://linksys.happyfox.com/staff/ticket/130712/)

---

## Escalation Lessons: What L2 Did

### [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) — 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](https://linksys.happyfox.com/staff/ticket/130787/) — 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](https://linksys.happyfox.com/staff/ticket/130897/) — 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.

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## 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.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#LTS00094203](https://linksys.happyfox.com/staff/ticket/94203/) | 2026-05-25 19:18:28+00:00 | 3.0 | INBOUND |  | GENERAL INQUIRY | Agent promised a vague follow-up callback with no specifics. |
| [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-26 13:06:17+00:00 | 1.1 | OUTBOUND | WHW03 | SETUP | No valid resolution provided. Customer was left unsure which Wi-Fi network to use and whether nodes were properly connected. No follow-up scheduled. |
| [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) | 2026-05-26 17:13:42+00:00 | 3.4 | INBOUND | WHW03 | SETUP | Performed 5-press reset and node relocation; all nodes now solid green and visible in the app. No further issues reported by customer, but internet/WAN connectivity and DirecTV Genie Air issue were not verified. |
| [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 19:30:05+00:00 | 3.0 | OUTBOUND | MR2000 | SETUP | Provided Level-2 support contact ID; no technical resolution or self-help guidance given. |