ayman.elamin@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 |
|---|
| 5 | 32m 37s | LAPAC1750 | ACCESS | 3 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|
| Accuracy | 4.20 | 5 |
| Protocol | 1.60 | 5 |
| Communication | 1.80 | 5 |
| Overall | 1.76 | 5 |
Score range for the week: 1.2 (lowest) to 2.8 (highest).
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|
| MX6200 | 1 | 2h 00m | 1.20 | 1.00 | 2.00 | 2.00 |
| LN1200 | 1 | 21m 12s | 1.80 | 1.00 | 2.00 | 2.00 |
| LAPAC1750 | 3 | 7m 16s | 1.93 | 5.00 | 1.33 | 1.67 |
Slowest models: The MX6200 call took over two hours and earned the lowest overall score (1.2). The LN1200 call also showed extended handle time with low accuracy. These two cases highlight where extended time did not translate into better outcomes.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|
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