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 | 36m 17s | LAPAC1750 | ACCESS | 3 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|
| Accuracy | 3.40 | 5 |
| Protocol | 1.60 | 5 |
| Communication | 1.80 | 5 |
| Overall | 1.76 | 5 |
Scores reflect the 5 calls reviewed. Overall scores ranged from 1.2 to 2.8.
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|
| MX | 1 | 2