noha.magdy@sutherlandglobal.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 |
|---|---|---|---|---|---|
| 1 | 80m 13s | LN1200 | SETUP | 1 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
Based on 1 calls reviewed. Score range: lowest = 2, highest = 3.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| LN1200 | 1 | 3.00 |
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 1 | 3.00 |
What Went Well
Appropriate escalation after troubleshooting exhaustion
The agent recognized when further Level 1 troubleshooting would not be productive and escalated the case with all necessary details collected.
Escalated the case appropriately after exhausting available troubleshooting options [70:53].
Empathy and customer acknowledgment
The agent showed genuine concern for the customer's frustration and made a conscious effort to validate their experience before closing the call.
Displayed empathy at the end of the call, acknowledging customer frustration [72:04–72:25].
Growth Opportunities
Early product identification and correct troubleshooting path
The agent did not confirm the product model early in the conversation, which led to using an incorrect admin URL and inappropriate troubleshooting steps for the LN1200 device.
What good looks like:
- Ask for the exact product model name and serial number within the first 30 seconds of the call.
- Use model-specific knowledge to select the correct admin URL (myrouter.info for LN1200) and appropriate troubleshooting flow.
Clear, consistent troubleshooting guidance
The agent provided contradictory instructions and had an extended unexplained hold time, which frustrated the customer and reduced efficiency.
What good looks like:
- Document each troubleshooting step clearly before proceeding.
- Avoid contradictory instructions (e.g., “click Add Node” vs. “don’t click Add Node”).
- Keep hold times under 2 minutes and always explain why you’re putting the customer on hold.
Next Week's Focus
- Confirm product model and serial number within the first 30 seconds of every call to ensure you’re using the right troubleshooting path.
- Standardize your mesh-rebuild procedure: reset all devices, use the 5-press pairing method, and verify connectivity via myrouter.info before moving to advanced steps.
- Limit hold times to under 2 minutes and always explain the reason for the hold. If you need more than 2 minutes, offer a callback as an alternative.
- Practice concise step-by-step guidance: write each step on a sticky note before you say it, then read it back to the customer to confirm understanding.
Technical Accuracy
Improvement
Agent failed to identify product model (LN1200) early in the call, leading to incorrect admin URL guidance ([REDACTED_PHONE] instead of myrouter.info).
Improvement
Agent provided unclear and contradictory troubleshooting steps (e.g., clicking add node vs. not clicking), and had an extended unexplained hold (~9 minutes).
Improvement
Agent attempted wired backhaul troubleshooting despite customer stating secondary nodes lack Ethernet ports, indicating poor topology understanding.
Coaching Moments
Strength Appropriate escalation after troubleshooting exhaustion
Escalated the case appropriately after exhausting available troubleshooting options [70:53].
Strength Empathy and customer acknowledgment
Displayed empathy at the end of the call, acknowledging customer frustration [72:04–72:25].
Escalation Lessons: What L2 Did
#TE00130713 — Resolved by Level 2
What L1 saw:
Customer had LN1200 mesh nodes that would not join or stay connected, admin page was unreachable, and connection dropped when moving away from the main unit.
Why it escalated:
L1 exhausted available troubleshooting options and correctly escalated after collecting device details.
What L2 did:
- Verified the LN1200 model and collected serial numbers (60D10M13E07718 for main unit, 60D10M13E03718 and 60D10M13E03711 for child nodes).
- Guided the customer through a full mesh rebuild: resetting all nodes, using the 5-press pairing method, and accessing the admin interface via myrouter.info.
- Asked about LED colors and Wi‑Fi bar count to confirm signal strength and node state.
- Suggested connecting a computer directly to the main unit via Ethernet for deeper diagnostics if wireless issues persisted.
Current state: Resolved.
L1 learning points:
- Always confirm the product model and serial number early, especially for mesh devices.
- For LN1200 Cognitive Mesh devices, use myrouter.info as the admin URL and the 5-press pairing method.
- Before escalation, attempt a full mesh rebuild: reset all nodes, pair using the 5-press method, and verify connectivity via myrouter.info.
- Ask about LED colors and signal strength to quickly identify connectivity issues.
Coach Appendix
Highest-signal weekly trend: The sole call involved a mesh setup failure on an LN1200 where early product identification was missed, leading to incorrect troubleshooting paths and an extended hold time. The agent correctly escalated after exhausting options and showed strong empathy at the end of the call.
Recurring pattern to address: Delaying product model confirmation resulted in inappropriate troubleshooting steps and reduced customer experience. Focus next week on confirming model/serial within the first 30 seconds and using model-specific procedures.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00130713 | 2026-05-25 13:20:28+00:00 | 3 | INBOUND | LN1200 | SETUP | ↑ Escalated |