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 |
|---|---|---|---|---|---|
| 7 | 15m 7s | EA7300 | ACCESS | 7 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.14 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.14 | 7 |
| Overall | 2.04 | 7 |
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 | 21m 34s | 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
- Accuracy moved down 1.26 vs. last week.
- Communication moved up 0.34 vs. last week.
- Average handle time moved down by 16m 04s.
- Family swing: MX handle time moved down by 105m 09s vs. last week.
What Went Well
- Accurate troubleshooting guidance for EA7300 password reset
> “Guided customer to perform a 20-second factory reset using the pinhole button. Instructed to connect to the router's default Wi‑Fi network (Linksys). Directed to access http://[REDACTED_PHONE] via mobile browser and complete login.”
The agent correctly identified the model, executed a textbook factory reset, and provided precise IP-based access instructions—resulting in confirmed success despite initial customer frustration.
Growth Opportunities
- Complete troubleshooting and model verification
> “You: Zero is W-N 03. This is one of our legacy mesh systems which we're giving three years warranty...”
Next Step: Always validate product model and serial number before stating warranty status or capabilities. When handling mesh issues, follow the LED-reset-WAN check sequence and document findings in HappyFox.
- Adhere to password-recovery protocols
Next Step: For email-based password resets, skip device-proximity advice. Instead, offer the three standard paths: (1) five-digit recovery key, (2) http://myrouter.info, or (3) factory reset via pinhole. Confirm completion before closing.
Next Week's Focus
- Collect model/serial on every call within the first 30 seconds—use the script: “To assist you best, could you share the exact model and the 12-digit serial number?”
- Run the password-recovery decision tree for ACCESS issues: recovery key →
myrouter.info→ factory reset, documenting each step in HappyFox. - Avoid “buy new” recommendations until warranty status is confirmed and standard troubleshooting is exhausted.
- Close every call with a documented next step (e.g., “We’ll monitor your ticket #LTS#### and follow up within 24 hours”).
Technical Accuracy
Improvement
Incorrect model identification (WN03 is not a valid Linksys model). No troubleshooting performed for mesh node failure (reset, LED check, WAN verification). Warranty status misrepresented without verification.
Improvement
Provided factually incorrect advice for email-based password reset (being physically next to the device is not required). Failed to follow standard recovery procedures (five-digit recovery key, myrouter.info, or factory reset).
Improvement
Failed to perform basic troubleshooting for RE6400 extender (reset, power‑cycle, LED interpretation). Recommended purchasing a new unit without confirming fault or warranty status.
Strength
Successfully guided customer through EA7300 factory reset and password reconfiguration, restoring access. Correctly identified model and provided accurate IP address ([REDACTED_PHONE]) for admin access.
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
- Top Trend: Frontline-heavy week with persistent gaps in protocol adherence (model/serial collection, case documentation) and deviation from KB troubleshooting flows—especially on ACCESS and SETUP issues.
- Recurring Pattern: Three critical failures involved either unsupported recommendations (purchasing new units), incorrect technical advice (model identification, password recovery), or incomplete troubleshooting (mesh node LED/reset sequences).
- Focus for Next Coaching: Reinforce the “model/serial first” habit, drill the password-recovery decision tree, and ensure every call ends with a documented next step in HappyFox. Use the EA7300 success as a model for clear, protocol-driven resolutions.
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 | No clear path given |
| #LTS00131830 | 2026-06-02 15:12 | 1.1 | INBOUND | EA7300 | ACCESS | No resolution |
| #LTS00062401 | 2026-06-02 17:06 | 1.1 | INBOUND | WHW01P | SETUP | No clear path given |
| #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 |