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 | 32m 37s | LAPAC1750 | ACCESS | 3 | — |
Work Mix Lens
- Frontline-heavy week: 5 LTS queue calls vs 0 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
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
- Accurate identification of cloud account ownership conflict: Collected complete customer contact information including full name, phone, and email (spelled phonetically). Correctly identified the issue as a cloud account ownership conflict. Initiated an internal ticket to address the ownership transfer.
Growth Opportunities
- Protocol adherence and call closure: Failed to provide a case or ticket number for customer reference. No concrete timeline or expected resolution date provided. Call ended without operational closure or meaningful next step.
- Technical accuracy and troubleshooting: 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). Failed to follow the universal mesh full-rebuild guide for LN1200.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence and call closure procedures.
- Enhance technical accuracy and troubleshooting steps.
- Address unresolved connectivity issues with structured diagnostics.
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). Failed to follow the universal mesh full-rebuild guide for LN1200.
Improvement
Provided inaccurate admin-page URLs and IP addresses. Did not follow a structured troubleshooting flow (no clear isolation steps). Failed to confirm the correct model number before troubleshooting.
Improvement
Failed to acknowledge customer frustration or emotional state. Did not provide a case or ticket number for customer reference. No concrete timeline or expected resolution date provided.
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
Weekly pattern unavailable.
Focus points: Improve protocol adherence and call closure procedures.; Enhance technical accuracy and troubleshooting steps.; Address unresolved connectivity issues with structured diagnostics.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130698 | 2026-05-25 10:36:32+00:00 | 2.80 | INBOUND | LAPAC1750 | ACCESS | Internal team to remove device from previous account; customer to reply with invoice and photos. No confirmation of success or timeline provided. |
| #LTS00130698 | 2026-05-25 10:48:21+00:00 | 1.50 | INBOUND | LAPAC1750 | ACCESS | None – call ended without assistance. |
| #LTS00130698 | 2026-05-25 11:01:04+00:00 | 1.50 | INBOUND | LAPAC1750 | ACCESS | No resolution; call ended without addressing any issue. |
| #LTS00130700 | 2026-05-25 11:07:34+00:00 | 1.80 | INBOUND | LN1200 | CONNECTIVITY | Customer to test the fiber cable on a laptop; if internet still fails, contact ISP (STC) and possibly call back for further assistance. |
| #LTS00130706 | 2026-05-25 12:21:23+00:00 | 1.20 | INBOUND | MX6200 | CONNECTIVITY | No resolution achieved; further troubleshooting or escalation required. |