leonisabless.esling@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 4 calls reviewed, ranging from 1.1 (lowest) to 3.4 (highest) overall.

This Week's Coverage

Models Supported

Lower scores on WHW03 calls suggest a need to reinforce mesh networking fundamentals, especially around LED states and connectivity verification.

Problem Categories

No categories require deeper drill-down this week, but SETUP remains the most frequent and lowest-scoring category.

What Went Well

High accuracy on replacement inquiry

The agent earned a perfect accuracy score (5/5) on a replacement parts call, demonstrating strong information gathering and case documentation.

"Issue Description: Wanted to add child node Model Number: Serial Number: 20J20M32A07923 Warranty Start Date: Oct 28, 2020"

#LTS00094203

Successful 5-press reset execution for WHW03 mesh recovery

The agent correctly applied the 5-press pairing method for WHW03 mesh recovery—a valid, KB-supported procedure—and guided the customer to a successful outcome with all nodes showing solid green and visible in the app.

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

#TE00130787

Growth Opportunities

Protocol compliance on abandoned/vague closures

Two calls were closed as “abandoned or vague,” missing clear next steps or follow-up plans. Next step: Always confirm a concrete action (e.g., callback time, self-help step, or escalation path) before ending the call.

"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."

#LTS00094203

Technical accuracy on WHW03 troubleshooting

One WHW03 setup call received an accuracy score of 1/5 due to incorrect LED color explanations and unrelated camera setup instructions. Next step: Stick to KB-approved troubleshooting for mesh nodes—verify WAN connectivity, use correct LED definitions (solid purple = ready for setup, solid white = online), and avoid hallucinated guidance.

"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"

#TE00130712

Next Week's Focus

1. Close every call with a clear next step—whether it’s a callback time, a self-help link, or an escalation note.
2. Verify WAN/internet connectivity after mesh setup steps; this is a critical check before deeming a mesh issue “resolved.”
3. Use only KB-approved LED definitions for WHW03 (solid purple = ready for setup, solid white = online) and avoid mixing in unrelated product guidance.
4. Collect and confirm serial numbers early in mesh troubleshooting to ensure accurate case documentation and avoid repeat requests.

Technical Accuracy

Improvement

Agent provided incorrect camera setup instructions using a non-existent “Nurture Life” app at [17:00] in call aeae06a2—severe hallucination/confusion

#TE00130712

Improvement

Agent gave wrong LED color expectations (e.g., “purple or pinkish red”) not matching WHW03 KB (solid purple = ready for setup, solid white = online)

#TE00130712

Improvement

Agent failed to verify WAN internet connectivity after wiring parent node to TP-Link router in WHW03 mesh setup

#TE00130712

Improvement

Agent failed to troubleshoot solid purple light issue on MR2000—known state with clear KB guidance but no technical instructions provided

#TE00130897

Strength

Agent correctly applied 5-press pairing method appropriate for WHW03 Velop devices (valid per KB)—guided customer through reset and achieved solid green nodes

#TE00130787

Coaching Moments

Improvement

"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."

Agent misidentified the Linksys product and gave instructions for unrelated devices (camera app) at [17:00], indicating severe confusion.

#TE00130712

Improvement

"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"

Agent provided non-existent camera setup steps via the 'Nurture Life' app, which is not a Linksys product or service.

#TE00130712

Improvement

"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."

Call ended with only a vague promise of a follow-up callback, providing no meaningful resolution path.

#LTS00094203

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; nodes showed flashing red/pink lights and were not visible in the app. L1 performed a node reset and attempted to connect via Ethernet but gave incorrect LED guidance and unrelated camera instructions.
• Why it escalated: The case was escalated due to “excessive threshold” after L1 failed to provide valid resolution and left the customer confused about which Wi‑Fi network to use.
• What L2 did: L2 claimed the ticket, scheduled a callback, and during the callback:

- Confirmed the customer had swapped nodes and was using a TP-Link Archer BE5000 router.

- Guided the customer to reset the parent WHW03 node (5‑press reset) and then connect one child node via Ethernet to the Archer router.

- Instructed the customer to open a browser on a wired device and navigate to the node’s IP address to begin setup.

- After successful setup of the first node (solid green), L2 directed the customer to reset remaining nodes and place them near the parent for optimal coverage.

- Verified that all nodes appeared in the Linksys app with solid green LEDs, confirming successful mesh formation.

• Current state: Resolved—customer confirmed nodes were solid green and visible in the app. However, L2 did not verify internet/WAN connectivity or address the customer’s original concern about the DirecTV Genie Air disconnections.
• L1 learning points:

1. Verify internet connectivity after mesh setup by confirming the parent node has WAN access (e.g., via browser on wired device).

2. Use correct LED definitions for WHW03: solid purple = ready for setup, solid white = online, solid green = connected. Avoid describing colors as “pink/red.”

3. Avoid unrelated product instructions—do not reference non-Linksys apps like “Nurture Life” when troubleshooting mesh nodes.

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer could not add two WHW03 child nodes; nodes showed flashing red/pink lights, and the app displayed only one node. The customer also reported issues with a DirecTV Genie Air staying connected.
• Why it escalated: L1 exceeded support thresholds after multiple unsuccessful attempts and requested L2 assistance.
• What L2 did: L2 guided the customer through a 5‑press reset on the parent node (valid for WHW03), followed by resetting each child node. L2 instructed the customer to place nodes in optimal locations and confirmed that all nodes eventually showed solid green LEDs and appeared in the app. L2 did not verify internet/WAN connectivity or address the DirecTV Genie Air issue.
• Current state: Resolved—nodes solid green and visible in app, but internet connectivity remains unconfirmed.
• L1 learning points:

1. Apply the 5‑press reset for WHW03 mesh recovery when nodes fail to pair—this is a supported, KB‑backed procedure.

2. Confirm internet/WAN connectivity after mesh recovery, especially when the customer reports downstream device issues (e.g., DirecTV Genie Air).

3. Collect and verify serial numbers early to ensure accurate case documentation and avoid repeat requests.

#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 and no internet access.
• Why it escalated: L1 exceeded support thresholds after failing to troubleshoot the solid purple light issue and provide any technical guidance.
• What L2 did: L2 claimed the ticket, reviewed the case, and attempted a callback. During the callback, L2 checked physical connections, confirmed the router was powered, and advised the customer to reset the device if the solid purple light persisted. L2 did not provide specific KB steps for the solid purple light state (e.g., factory reset via hold button for 10 seconds) and instead offered only a vague “contact ISP” suggestion.
• Current state: Resolved—customer was advised to contact the ISP, but no technical resolution was confirmed.
• L1 learning points:

1. Troubleshoot known indicator states—the solid purple light on MR2000 has documented KB solutions (e.g., factory reset via hold button for 10 seconds).

2. Collect product model and serial number at the start of the call to enable device‑specific troubleshooting.

3. Provide clear next steps before closing; avoid vague directives like “contact ISP” without confirming basic connectivity or offering self‑help resources.

Coach Appendix

Highest-signal weekly trend: Protocol compliance remains a critical gap—2 of 4 calls closed as “abandoned or vague” with no concrete next steps. Pair this with low technical accuracy scores on WHW03 mesh troubleshooting (LED misinterpretation, failed connectivity verification). Focus next coaching on closing every call with a defined action and reinforcing KB-backed mesh recovery steps (5‑press reset, WAN check).

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