# 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 1. **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]. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) 2. **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. [#LTS00131571](https://linksys.happyfox.com/staff/ticket/131571/) --- ## Growth Opportunities 1. **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. [#LTS00131571](https://linksys.happyfox.com/staff/ticket/131571/) 2. **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. [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) --- ## 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. [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) **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. [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) **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). [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) **Strength** > Agent correctly guided customer through factory reset and admin UI access for EA7300, leading to successful password reconfiguration and confirmed login. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) **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. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) --- ## Coaching Moments **Improvement** > Agent suggested a 5‑press pairing method without confirming the product family, which may be incorrect for the customer's device. [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131571/) | 2026-06-01 11:25 | 3.2 | INBOUND | MX2000 | HARDWARE | ✓ Likely resolved | | [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) | 2026-06-01 13:05 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ⏳ Pending | | [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) | 2026-06-01 15:34 | 1.0 | INBOUND | RE6400 | HARDWARE | Agent recommended new purchase | | [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) | 2026-06-02 15:12 | 1.1 | INBOUND | EA7300 | ACCESS | No resolution | | [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) | 2026-06-02 17:07 | 1.1 | INBOUND | WHW01P | SETUP | Agent recommended new router | | [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) | 2026-06-03 07:27 | 2.2 | INBOUND | EA7300 | ACCESS | ✓ Resolved | | [#LTS00132256](https://linksys.happyfox.com/staff/ticket/132256/) | 2026-06-04 15:37 | 1.7 | INBOUND | EA7300 | ACCESS | None – issue remains unresolved |