# 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 | 33m 17s | LAPAC1750 | ACCESS | 3 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.40 | 5 | | Protocol | 1.60 | 5 | | Communication | 1.80 | 5 | | Overall | 1.76 | 5 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 1 | 120m 4s | 1.20 | 1.00 | 2.00 | 2.00 | Outlier: 5.7x weekly median handle time | | LN | 1 | 21m 12s | 1.80 | 1.00 | 2.00 | 2.00 | | | OTHER | 3 | 7m 16s | 1.93 | 5.00 | 1.33 | 1.67 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 3 | 7m 16s | 1.93 | 5.00 | 1.33 | 1.67 | ✓ | | CONNECTIVITY | 2 | 70m 38s | 1.50 | 1.00 | 2.00 | 2.00 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/130698/) The agent correctly diagnosed a Linksys Cloud account conflict and initiated an internal removal process. 2. **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](https://linksys.happyfox.com/staff/ticket/130698/) **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. 2. **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](https://linksys.happyfox.com/staff/ticket/130698/) **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](https://linksys.happyfox.com/staff/ticket/130700/) ### **Improvement** Provided inaccurate admin‑page URLs and IP addresses. Did not follow a structured troubleshooting flow (no clear isolation steps). [#LTS00130706](https://linksys.happyfox.com/staff/ticket/130706/) ### **Improvement** Failed to provide a case or ticket number for customer reference. No concrete timeline or expected resolution date provided. [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 10:36:32+00:00 | 2.8 | INBOUND | LAPAC1750 | ACCESS | Pending internal action | | [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 10:48:21+00:00 | 1.5 | INBOUND | LAPAC1750 | ACCESS | Abandon – no agent engagement | | [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 11:01:04+00:00 | 1.5 | INBOUND | LAPAC1750 | ACCESS | Abandon – script only | | [#LTS00130700](https://linksys.happyfox.com/staff/ticket/130700/) | 2026-05-25 11:07:34+00:00 | 1.8 | INBOUND | LN1200 | CONNECTIVITY | Pending cable test | | [#LTS00130706](https://linksys.happyfox.com/staff/ticket/130706/) | 2026-05-25 12:21:23+00:00 | 1.2 | INBOUND | MX6200 | CONNECTIVITY | Unresolved – needs escalation |