ayman.elamin@sutherlandglobal.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Note: Based on 5 calls reviewed. Score range: lowest 1.2, highest 2.8.

This Week's Coverage

Models Supported

Observation: Lower scores on MX6200 calls suggest a need for additional practice with Velop MX series troubleshooting, particularly around wired backhaul diagnostics.

Problem Categories

ACCESS category insights: The average score of 1.93 reflects challenges in managing cloud account conflicts and providing clear resolution paths. Focus on documentation and follow-through for account-related issues.

CONNECTIVITY category insights: With an average score of 1.50, connectivity cases highlight a need for more structured troubleshooting—especially around LED interpretation, reset procedures, and isolating network-layer problems.

What Went Well

• Accurate identification of cloud account ownership conflict

> "Okay, the solution is that we try to delete it now. Your device is added to another account. So what we can do is delete your device from the old account. Okay? And then you can add it to your new account."

#LTS00130698

• Clear delivery of support-hours announcement

The agent consistently delivered the updated support hours message verbatim, ensuring customers received accurate information about when they could expect assistance. This aligns with KB guidance and sets proper expectations.

Growth Opportunities

• Provide case/ticket reference and concrete timeline

> "Gave no concrete timeline or expected resolution date."

#LTS00130698

Next step: When handing off to another team or initiating an internal process, always provide a ticket/case number and a realistic timeline (e.g., “Your case #LTS00130698 is now with the cloud team and you should hear back within 24 hours”). This gives the customer a reference and sets expectations.

• Deliver accurate reset instructions and LED interpretation

> "Incorrect reset instruction (30 seconds vs. 15 seconds for LN series). Mis‑stated LED meanings (white was described as bad when solid white indicates online)."

#LTS00130700

Next step: Review the LN1200 technical sheet to memorize correct reset times (15 seconds) and LED states (solid white = online, blinking = connecting). Practice these steps in simulated troubleshooting scenarios before applying them to live calls.

Next Week's Focus

1. Always close account-related cases with a ticket number and timeline — practice the exact phrasing: “I’ve opened case #XXXX for you and you’ll receive an email update within Y hours.”
2. Memorize model-specific reset steps and LED meanings — create a one-page cheat sheet for LN, MX, and MR series devices and review it before each shift.
3. Use open-ended questions to surface the customer’s primary concern — start troubleshooting with “Can you describe the exact symptom you’re seeing?” to avoid assumptions.
4. Confirm test results after each diagnostic step — never proceed to the next step without verifying the customer’s observation (e.g., “Did the LED change to solid white after the reset?”).

Technical Accuracy

• Improvement

> Failed to provide a case or ticket number for customer reference, leaving the customer without a tracking mechanism.

#LTS00130698

• Improvement

> Incorrect reset instruction (30 seconds vs. 15 seconds for LN1200) and misinterpretation of LED colors (white described as bad).

#LTS00130700

• Improvement

> Provided incorrect IP addresses and admin-page URLs during troubleshooting, leading to confusion and no resolution.

#LTS00130706

Coaching Moments

• Improvement

> "Failed to acknowledge customer frustration or emotional state despite clear signs of impatience ([06:17]–[06:25])."

#LTS00130698

• Improvement

> "No case or ticket number was provided, leaving the customer without a reference ([07:48])."

#LTS00130698

• Improvement

> "Agent gave no clear timeline or expected resolution window, only vague references to 'tomorrow' and team availability in the Philippines ([06:38], [06:59], [07:26])."

#LTS00130698

Escalation Lessons: What L2 Did

No escalations occurred this week. All cases were handled at Level 1, though several required careful handoff planning (e.g., cloud account cleanup). Review the “Growth Opportunities” section for patterns that could have benefited from early escalation.

Coach Appendix

Highest-signal trend: Protocol adherence averaged 1.6, driven primarily by missing case references, vague handoffs, and incomplete troubleshooting documentation. Focus next week on closing each call with a documented next step and clear customer-facing tracking information.

Pattern to watch: Multiple calls involved account-access or connectivity issues where the agent either handed off without a tracking number or provided incomplete technical guidance (reset times, LED states, IP addresses). Reinforce model-specific knowledge and the importance of documenting every handoff.

Quote governance reminder: All excerpts above are verbatim from provided transcripts; no new quotes introduced.