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
- Accuracy moved down 2.00 vs. last week.
- Communication moved down 1.00 vs. last week.
- Average handle time moved up by 71m 08s.
- Family swing: LN handle time moved up by 71m 08s vs. last week.
What Went Well
- Appropriate escalation after troubleshooting
> Escalated the case appropriately after exhausting available troubleshooting options [70:53].
- Empathy and professionalism 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
The agent did not ask for or confirm the product model early in the call, leading to an incorrect troubleshooting path and the use of an incorrect admin URL. Next time, confirm the product model within the first 30 seconds and use model-specific procedures.
> 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].
- Minimize unexplained hold times
The agent held for ~9 minutes without explanation, impacting customer experience. Moving forward, provide brief updates every 2–3 minutes during holds and ensure holds are only used when absolutely necessary.
> Extended unexplained hold time from 39:35 to 48:41 (~9 minutes), severely impacting EFFICIENCY and customer experience.
Next Week's Focus
- Confirm product model in the first 30 seconds of every call to ensure correct troubleshooting paths.
- Use model-specific admin URLs (e.g., myrouter.info for LN1200) and avoid generic URLs.
- Limit holds to essential times only and provide regular updates to the customer.
- Practice full-mesh rebuild procedures for Cognitive Mesh devices (reset all, 5-press pairing, verify via myrouter.info).
Technical Accuracy
Improvement
Agent provided incorrect router admin URL ([REDACTED_PHONE]) for an LN1200 device that requires myrouter.info. This led to incorrect troubleshooting path and customer confusion.
Improvement
Agent failed to follow standard full-mesh rebuild procedure for Cognitive Mesh devices (reset all, 5-press pairing, verify via myrouter.info). This resulted in unresolved technical issue and escalation.
Improvement
Extended unexplained hold time (~9 minutes) without communication, impacting customer experience and protocol score.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00130713 — Resolved by Level 2
- What L1 saw:
Customer had mesh nodes that would not join or stay connected, admin page was unreachable, and connection dropped when moving away from the main unit. Product was LN1200.
- Why it escalated:
The case escalated due to unresolved technical issues after L1 troubleshooting, specifically incorrect admin URL usage and failure to follow full-mesh rebuild procedure.
- Related call chain:
This was a single call that resulted in escalation after L1 exhausted troubleshooting options.
- What L2 did:
L2 performed advanced troubleshooting, verified node lights and Wi-Fi bars, and guided the customer through a wired connection to the main unit for direct access. They also asked about performing the recovery procedure on child nodes and confirmed the colors of the lights on the nodes.
- Current state:
The case is resolved.
- L1 learning points:
1. Always confirm the product model early and use the correct admin URL (myrouter.info for LN1200).
2. Follow the full-mesh rebuild procedure: reset all nodes, use 5-press pairing, and verify via myrouter.info.
3. Before escalation, try advanced troubleshooting such as wired backhaul access and detailed light/color verification.
Coach Appendix
The highest-signal weekly trend is the need for better product identification and model-specific troubleshooting, particularly for LN1200 devices. The agent should focus on confirming product details early, using correct admin URLs, and minimizing unexplained hold times. The single call this week highlighted these gaps, and the escalation to L2 provided clear learning points on advanced troubleshooting steps for mesh nodes.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00130713 | 2026-05-25 13:20:28+00:00 | 3 | INBOUND | LN1200 | SETUP | ↑ Escalated |