ayman.elamin@sutherlandglobal.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 8 | 14m 48s | EA7300 | ACCESS | 7 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.12 | 8 |
| Protocol | 1.75 | 8 |
| Communication | 2.12 | 8 |
| Overall | 2.04 | 8 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| EA | 3 | 22m 8s | 1.67 | 2.33 | 1.67 | 2.33 | Outlier: 1.6x weekly median handle time |
| MX | 2 | 14m 55s | 3.10 | 3.00 | 2.50 | 2.50 | |
| RE | 1 | 12m 14s | 1.00 | 1.00 | 1.00 | 1.00 | |
| WHW | 1 | 7m 22s | 1.10 | 1.00 | 1.00 | 2.00 |
Key Observations
- EA is the slowest family at 22m 8s; outlier: 1.6x weekly median handle time.
- MX is one of the slowest families at 14m 55s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 3 | 22m 8s | 1.67 | 2.33 | 1.67 | 2.33 | ✓ |
| HARDWARE | 2 | 15m 49s | 2.10 | 2.50 | 2.00 | 1.50 | ✓ |
| CONNECTIVITY | 1 | 10m 25s | 3.00 | 2.00 | 2.00 | 3.00 | |
| SETUP | 1 | 7m 22s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve protocol adherence and case documentation (e.g., serial number collection, warranty verification, HappyFox case creation).
- Correct technical inaccuracies, especially for password recovery and hardware troubleshooting.
- Reduce unresolved calls by ensuring clear resolution steps and follow-up procedures.
What Went Well
- Accurate model identification and troubleshooting guidance
> Correctly identified the router model (EA7300) early in the call [01:31]. Provided accurate factory reset duration (20 seconds) and correct local IP address ([REDACTED_PHONE]) [26:15, 17:17].
- Logical troubleshooting sequence for hardware issues
> Performed logical troubleshooting sequence: power cycle → factory reset → Ethernet connectivity test. Suggested using known-working Ethernet cable to rule out cabling issue.
Growth Opportunities
- Incomplete troubleshooting and case documentation
What better looks like: Always verify WAN LED status, attempt router admin UI login, and create a HappyFox case number during troubleshooting.
> Did not check WAN LED status to confirm upstream connectivity. Did not attempt or instruct login to router admin interface. Did not create or cite a HappyFox case number, violating standard case management protocol.
- Incorrect or unsupported technical advice
What better looks like: Follow documented password-recovery steps (five-digit recovery key, myrouter.info, or factory reset) and confirm device proximity is not required for email-based resets.
> Provided technically incorrect advice: being physically next to the device is not required for email-based password reset (contradicts KB). Failed to follow documented password-recovery process.
Next Week's Focus
- Protocol adherence: Capture serial numbers, verify warranty status, and create HappyFox cases for all technical interactions.
- Password recovery: Memorize and deploy the three documented methods (
myrouter.info, recovery key, factory reset) for ACCESS issues. - Hardware troubleshooting: For LED-based diagnostics, always check WAN LED and attempt admin UI access before concluding hardware failure.
- Case closure: Ensure every call ends with a clear next step, follow-up plan, or resolution confirmation.
Technical Accuracy
Improvement
Agent provided incorrect advice for email-based password reset, stating the customer must be physically next to the device, which contradicts KB guidance. Correct procedure (five-digit recovery key or myrouter.info) was not followed.
Improvement
Agent failed to perform basic troubleshooting for RE6400 extender (reset, power-cycle, LED interpretation) and incorrectly recommended purchasing a new unit without confirming the fault or warranty status.
Improvement
Agent did not collect or verify warranty status for WHW01P mesh system, incorrectly stated warranty expired in 2023, and provided factually incorrect pricing information ('over $1' for router pair).
Strength
Agent correctly guided customer through factory reset and admin UI access for EA7300, leading to successful password reconfiguration and confirmed login.
Improvement
Agent did not follow standard case management protocol: no serial number, warranty check, or HappyFox case creation despite full troubleshooting session for EA7300 password reset.
Coaching Moments
Improvement
Agent suggested a 5‑press pairing method without confirming the product family, which may be incorrect for the customer's device.
Escalation Lessons: What L2 Did
No escalations occurred this week.
Coach Appendix
Internal context only:
This week’s EA7300 ACCESS cases drove both the highest handle times and lowest scores. Prioritize structured password-recovery flows (recovery key > myrouter.info > factory reset) and enforce serial number/warranty checks. Protocol omissions (no case creation) directly impact accuracy scores—integrate case documentation into every call closure.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131571 | 2026-06-01 11:25 | 3.2 | INBOUND | MX2000 | HARDWARE | ✓ Likely resolved |
| #LTS00131585 | 2026-06-01 13:05 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ⏳ Pending |
| #LTS00131629 | 2026-06-01 15:34 | 1.0 | INBOUND | RE6400 | HARDWARE | Agent recommended new purchase |
| #LTS00131830 | 2026-06-02 15:12 | 1.1 | INBOUND | EA7300 | ACCESS | No resolution |
| #LTS00062401 | 2026-06-02 17:07 | 1.1 | INBOUND | WHW01P | SETUP | Agent recommended new router |
| #LTS00131992 | 2026-06-03 07:27 | 2.2 | INBOUND | EA7300 | ACCESS | ✓ Resolved |
| #LTS00132256 | 2026-06-04 15:37 | 1.7 | INBOUND | EA7300 | ACCESS | None – issue remains unresolved |