# 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 1. **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.”* [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) 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 1. **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...”* [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) **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. 2. **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. [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) ### **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). [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) ### **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. [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) ### **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. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) --- ## 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](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 | No clear path given | | [#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 17:06 | 1.1 | INBOUND | WHW01P | SETUP | No clear path given | | [#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 |