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 33s | 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 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 80m 33s | 3.00 | 2.00 | 2.00 | 2.00 |
Key Observations
- LN is one of the slowest families at 80m 33s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 80m 33s | 3.00 | 2.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve product identification early in the call to avoid incorrect troubleshooting paths.
- Follow standard mesh rebuild procedures for Cognitive Mesh devices.
- Reduce unexplained hold times to improve efficiency and customer experience.
What Went Well
- Collected device details for escalation
> Eventually identified product model as LN1200 and collected full serial number [73:43–77:33], enabling proper escalation.
- Displayed empathy at call end
> DISPLAYED EMPATHY AT THE END OF THE CALL, ACKNOWLEDGING CUSTOMER FRUSTRATION [72:04–72:25].
Growth Opportunities
- Correct product identification and troubleshooting early
The agent did not ask for or confirm the product model until 73:43, leading to an incorrect troubleshooting path and an incorrect admin URL.
> DID NOT ASK FOR OR CONFIRM PRODUCT MODEL EARLY IN THE CALL [00:00–73:43], LEADING TO INCORRECT TROUBLESHOOTING PATH. PROVIDED INCORRECT ROUTER ADMIN URL ([REDACTED_PHONE]) FOR AN LN1200 DEVICE THAT USES MYROUTER.INFO [24:18–24:44].
What good looks like: Ask for the exact product model in the first 30 seconds, confirm it’s an LN1200 (or similar), and immediately direct the customer to myrouter.info for admin access.
- Reduce unexplained hold times
The call included a 9‑minute unexplained hold that frustrated the customer and added to the overall handle time.
What good looks like: Keep holds under 2 minutes and always explain why you’re putting the customer on hold and how long it will be.
Next Week's Focus
- Ask for the exact product model in the first 30 seconds of every call and confirm it before proceeding with any troubleshooting.
- Memorize the admin URLs for common devices (e.g., LN1200 uses myrouter.info, not an IP address).
- Limit holds to under 2 minutes and always explain the reason and expected duration.
- Practice the full mesh rebuild procedure for Cognitive Mesh devices: reset all nodes, use the 5‑press pairing method, and verify connectivity via myrouter.info.
Technical Accuracy
- Improvement
> PROVIDED INCORRECT ROUTER ADMIN URL ([REDACTED_PHONE]) FOR LN1200 DEVICE, WHICH REQUIRES MYROUTER.INFO. THIS LED TO INCORRECT TROUBLESHOOTING PATH AND DELAYED RESOLUTION.
- Improvement
> FAILED TO FOLLOW STANDARD FULL-MESH REBUILD PROCEDURE FOR COGNITIVE MESH DEVICES (RESET ALL, 5-PRESS PAIRING, VERIFY VIA MYROUTER.INFO). REPEATEDLY GAVE UNCLEAR OR CONTRADICTORY STEPS.
- Strength
> COLLECTED FULL SERIAL NUMBERS AND MODEL DETAILS (LN1200) ENABLING PROPER ESCALATION TO TIER-2 SUPPORT.
Coaching Moments
- Improvement
> EXTENDED UNEXPLAINED HOLD TIME FROM 39:35 TO 48:41 (~9 MINUTES), SEVERELY IMPACTING EFFICIENCY AND CUSTOMER EXPERIENCE.
Escalation Lessons: What L2 Did
#TE00130713 — Resolved by Level 2
- What L1 saw:
Customer had persistent mesh node pairing failures, inability to access the router admin interface, and connection drops when moving away from the main LN1200 unit.
- Why it escalated:
The case was escalated because L1 provided an incorrect admin URL, failed to follow the standard mesh rebuild procedure, and could not resolve the issue after multiple attempts.
- What L2 did:
L2 performed advanced troubleshooting, asked about the colors of the lights on the nodes, and guided the customer through a wired backhaul test using a computer connected directly to the main unit. They also suggested using myrouter.local or myrouter.info to access the admin interface and complete the setup if needed.
- Current state:
The case was resolved after L2 provided detailed, model-specific instructions and confirmed that the customer could access the admin interface and reconfigure the mesh nodes correctly.
- L1 learning points:
1. Always confirm the exact product model early in the call and use the correct admin URL (myrouter.info for LN1200).
2. Follow the standard full-mesh rebuild procedure: reset all nodes, use the 5‑press pairing method, and verify connectivity via myrouter.info.
3. Avoid long unexplained holds; keep them under 2 minutes and always explain the reason and expected duration.
Coach Appendix
- The single call this week highlights a critical need for faster product identification and adherence to standard mesh rebuild procedures. The agent collected necessary details for escalation but struggled with early troubleshooting and unexplained hold times, impacting both efficiency and customer experience. Focus next week should be on mastering product-specific workflows and reducing hold times.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00130713 | 2026-05-25 13:20:28+00:00 | 3.00 | INBOUND | LN1200 | SETUP | ↑ Escalated |