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 | 24m 58s | 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 | 2.25 | 4 |
| Protocol | 1.50 | 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 8s | 1.83 | 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, especially in collecting essential product details (model, serial number).
- Avoid providing incorrect technical guidance and ensure KB-aligned troubleshooting steps.
- Verify internet/WAN connectivity after mesh recovery to confirm resolution.
What Went Well
- Correct application of 5-press pairing for WHW03
> “Confirmed device model (WHW03) and collected serial number. Instructed customer to perform 5-press reset on parent router... Guided customer to reset and wait for boot on child nodes... Directed sequential relocation of nodes and verified presence in app.”
- Empathetic and patient communication
> “Empathetic and patient tone throughout, especially when accommodating customer's hearing difficulty and involving spouse.”
Growth Opportunities
- Collect essential product details upfront
> “Failed to collect essential product details (model, serial number) necessary for replacement status inquiry. Did not verify customer identity or contact details beyond the phone number provided unprompted.”
Next step: Always confirm model, serial number, and warranty status before proceeding with any troubleshooting or escalation.
- Avoid incorrect technical guidance
> “[01:00] CHANNEL_LEFT: ‘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.’ ... Provided non-existent camera setup steps via the ‘Nurture Life’ app...”
Next step: Stick to KB-verified steps for WHW03 LED interpretation and node pairing. Avoid speculative or unrelated instructions.
Next Week's Focus
- Protocol adherence: Collect model, serial number, and warranty status within the first 2 minutes of every call.
- Verification step: After mesh recovery, always confirm internet/WAN connectivity (e.g., “Can you load a website?”).
- Escalation readiness: Document exact troubleshooting steps performed and share concise, actionable context with L2 (e.g., “Parent node solid purple after 5-press reset; child nodes not acquiring IP”).
Technical Accuracy
Improvement
Failed to collect essential product details (model, serial number) necessary for replacement status inquiry. No case lookup, warranty check, or support eligibility verification was attempted.
Improvement
“[01:00] CHANNEL_LEFT: ‘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.’ ... Provided non-existent camera setup steps via the ‘Nurture Life’ app...”
Note: Incorrect LED interpretations and unrelated instructions undermine trust and resolution efficiency.
Strength
Correctly applied the 5-press pairing method for WHW03 mesh recovery, a valid and supported procedure per KB.
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 with WHW03 mesh nodes failing to connect to new TP-Link Archer BE5500 router. L1 provided incorrect LED guidance and unrelated camera setup steps.
- Why it escalated: L1 failed to verify internet connectivity, misidentified product capabilities, and left customer confused about Wi-Fi network usage.
- Related call chain:
- L1 (leonisabless.esling) call ended with unresolved confusion and no follow-up.
- L2 (mikaelhjoshua.anasco) attempted callback but reached voicemail.
- L2 (Eric Marbella) later guided node resets, Ethernet wiring, and web UI configuration.
- What L2 did:
- Verified parent node internet via Ethernet.
- Reset nodes using 5-press method.
- Guided customer to connect nodes via TP-Link’s LAN port.
- Confirmed node status in app and provided post-resolution validation steps.
- Current state: Resolved with solid green nodes and app visibility, but internet connectivity was not explicitly confirmed.
- L1 learning points:
1. Always verify parent node internet before proceeding with child node setup.
2. Use KB-defined LED states (solid purple = ready, solid white = online) for WHW03.
3. Avoid speculative instructions; focus on mesh-specific troubleshooting.
#TE00130787 — Resolved by Level 2
- What L1 saw: Customer unable to add WHW03 child nodes; lights flashing red/pink. L1 guided 5-press reset and relocation.
- Why it escalated: L1 exceeded threshold due to prolonged hold times and shift constraints.
- Related call chain: L1 (girlyjoy.pocot) escalated after failed callback attempt. L1 (leonisabless.esling) later closed with self-help steps.
- What L2 did:
- Confirmed node placement and LED states.
- Validated app visibility post-reset.
- Provided DirecTV Genie Air connectivity troubleshooting (separate from mesh).
- Current state: Resolved, but WAN connectivity remains unverified.
- L1 learning points:
1. Document LED observations precisely (e.g., “flashing red” vs “solid pink”).
2. Verify internet connectivity after mesh recovery, especially for devices like DirecTV Genie Air.
3. Use concise escalation notes (e.g., “5-press reset performed; nodes now solid green in app”).
#TE00130897 — Resolved by Level 2
- What L1 saw: MR2000 showing solid purple light after bridge mode attempt. L1 provided no technical guidance.
- Why it escalated: L1 failed to collect model/serial number or perform basic LED troubleshooting.
- Related call chain: L1 (limuel.saura) escalated after failed proof-of-purchase request. L1 (leonisabless.esling) offered vague L2 ID without resolution.
- What L2 did:
- Guided customer through factory reset (hold reset button 10 seconds).
- Explained solid purple = boot state, solid green = ready.
- Verified Wi-Fi name restoration.
- Current state: Resolved after reset.
- L1 learning points:
1. For solid purple MR2000, follow KB reset procedure (hold reset 10 seconds).
2. Collect model/serial number before escalation.
3. Provide clear next steps instead of vague L2 IDs.
Coach Appendix
Highest-signal trend: Escalation-heavy week with consistent gaps in protocol adherence (missing model/serial collection) and technical accuracy (incorrect LED guidance). Prioritize structured troubleshooting for WHW/MR families and ensure connectivity verification post-resolution to improve FCR and CSAT. Focus coaching on diagnostic rigor before escalation and KB-aligned troubleshooting for mesh devices.*
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00094203 | 2026-05-25 19:18:28+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | Agent promised a vague follow-up callback with no specifics. |
| #TE00130712 | 2026-05-26 13:06:17+00:00 | 1.10 | 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 | 2026-05-26 17:13:42+00:00 | 3.40 | 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 | 2026-05-26 19:30:05+00:00 | 3.00 | OUTBOUND | MR2000 | SETUP | Provided Level-2 support contact ID; no technical resolution or self-help guidance given. |