ayman.elamin@sutherlandglobal.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 120m 4s; outlier: 5.7x weekly median handle time.
• LN is one of the slowest families at 21m 12s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.91 vs. last week.
• Protocol moved down 0.40 vs. last week.
• Communication moved down 0.87 vs. last week.
• Average handle time moved up by 14m 11s.
• Family swing: MX handle time moved up by 95m 10s vs. last week.

What Went Well

1. Accurate issue identification

> Okay, the solution is that we try to delete it now. Your device is added to another account.

#LTS00130698

The agent correctly diagnosed a Linksys Cloud account conflict and initiated an internal removal process.

1. Complete customer information collection

The agent gathered full contact details, device model, serial number, and purchase proof in the ACCESS case, creating a solid foundation for resolution.

Growth Opportunities

1. Operational closure and follow-up

> (No case or ticket number provided during the call; customer left without a reference.)

#LTS00130698

Next step: Always close calls with a documented case/ticket number, clear timeline, and confirmed next actions. Verify the customer understands how to track progress.

1. Customer engagement and troubleshooting

> Dear customer, please note that the working hours of our technical support center have changed. Working hours are Monday to Thursday from 10:00 AM to 7:00 PM local time.

#LTS00130698

Next step: After greeting, use open-ended questions (“How can I help you today?”) to surface the issue before launching into scripts. Active listening and structured troubleshooting will improve resolution and scores.

Next Week's Focus

1. Close every call with a documented reference – share the HappyFox case number, expected timeline, and a direct “If you don’t hear back in X business days, please reply to this ticket.”
2. Lead with open-ended invites – after the greeting, ask “What brings you in today?” and pause to listen before diving into troubleshooting.
3. Verify model-specific steps – consult KB articles before instructing on resets or LED interpretation, especially for LN and MX series.
4. Summarize before ending – repeat the agreed next steps and confirm the customer feels heard and supported.

Technical Accuracy

Improvement

Incorrect reset instruction (30 seconds vs. 15 seconds for LN series). Mis‑stated LED meanings (white was described as bad when solid white indicates online).

#LTS00130700

Improvement

Provided inaccurate admin‑page URLs and IP addresses. Did not follow a structured troubleshooting flow (no clear isolation steps).

#LTS00130706

Improvement

Failed to provide a case or ticket number for customer reference. No concrete timeline or expected resolution date provided.

#LTS00130698

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

The week’s most significant trend is a sharp decline in protocol and communication scores paired with extended handle times on MX and LN products. The agent excels at gathering data but needs to pair that with clearer next‑step documentation and more active customer engagement. Focus in the next coaching session should be on closing discipline (ticket numbers, timelines) and structuring troubleshooting for mesh and Velop platforms to avoid repeating technical missteps.

This Week's Calls