noha.magdy@sutherlandglobal.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Hybrid week: 0 LTS queue calls and 1 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is one of the slowest families at 80m 33s.

Problem Categories

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 exhaustion

Escalated the case appropriately after exhausting available troubleshooting options [70:53].

#TE00130713

• Empathy and professionalism at call closure

Displayed empathy at the end of the call, acknowledging customer frustration [72:04–72:25].

#TE00130713

Growth Opportunities

• Early product identification and correct troubleshooting path

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 step: Always confirm the product model within the first 30 seconds of the call to ensure you are using the correct troubleshooting steps and resources.

#TE00130713

• Clear and consistent troubleshooting steps

The agent provided unclear or contradictory steps during troubleshooting and had extended unexplained hold times.

Next step: Use a structured troubleshooting flow, document each step clearly, and avoid long unexplained holds. Confirm understanding after each step and provide concise, consistent instructions.

#TE00130713

Next Week's Focus

• Confirm product model and version within the first 30 seconds of every call.
• Use a structured troubleshooting script for mesh setup issues, ensuring each step is clear and confirmed with the customer.
• Limit hold times to under 2 minutes and always provide a reason for the hold and an estimated return time.
• Practice active listening and empathy, especially when customers express frustration.

Technical Accuracy

• Improvement

Incorrect router admin URL ([REDACTED_PHONE]) provided for LN1200 device, which requires myrouter.info. This error stemmed from late product model identification.

#TE00130713

• Improvement

Failed to follow standard full-mesh rebuild procedure for Cognitive Mesh devices (reset all, 5-press pairing, verify via myrouter.info). Troubleshooting was chaotic with unexplained holds and unclear steps.

#TE00130713

• Strength

Collected full serial numbers and model (LN1200) late in the call, enabling proper escalation to Tier-2 support.

#TE00130713

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: The customer experienced persistent mesh node pairing failures and inability to access the router admin interface. The main unit's light color was not changing, and the customer reported that mesh nodes would not join or stay connected. The issue occurred when moving away from the main unit, with the network disappearing at a distance of about one meter.

• Why it escalated: The case was escalated because L1 was unable to resolve the issue using standard troubleshooting steps. L1 provided an incorrect admin URL and failed to follow the proper mesh rebuild procedure. The troubleshooting was chaotic, with unclear steps and extended unexplained hold times.

• Related call chain: This was a single call that resulted in an escalation. The customer had previously contacted support about two hours before this call, indicating a continuation of the issue.

• What L2 did: Level 2 began by asking if the same recovery procedure was performed on the child node and inquired about the colors of the lights on top of the nodes and the number of Wi-Fi bars the customer saw when connecting to the main unit's Wi-Fi. They later suggested connecting a computer via a wired connection to the main unit and accessing the admin interface through myrouter.local or myrouter.info. If the device prompted for setup, L2 instructed the customer to follow the setup steps.

• Current state: The case was resolved by Level 2 after implementing the correct troubleshooting steps specific to the LN1200 model.

• L1 learning points:

- Always confirm the product model early in the call to use the correct troubleshooting steps and admin URLs.

- For Cognitive Mesh devices like the LN1200, follow the standard full-mesh rebuild procedure: reset all nodes, use the 5-press pairing method, and verify connectivity through myrouter.info.

- Avoid providing incorrect admin URLs or unclear troubleshooting steps. Ensure each step is documented and confirmed with the customer.

- Minimize unexplained hold times and provide clear reasons and estimated return times when puts are necessary.

Coach Appendix

• The highest-signal weekly trend is the need for improved early product identification to avoid incorrect troubleshooting paths. The single call this week highlighted issues with product model confirmation, use of incorrect admin URLs, and unclear troubleshooting steps, all of which contributed to a lower accuracy, protocol, and communication score. Focus next week on confirming product details early, using structured troubleshooting flows, and minimizing unexplained holds.

This Week's Calls