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 |
|---|---|---|---|---|---|
| 9 | 15m 29s | EA7300 | CONNECTIVITY | 7 | — |
Work Mix Lens
- Frontline-heavy week: 7 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.
- Merged HappyFox agent aliases: Ayman Elamin, ayman.elamin@sutherlandglobal.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.56 | 9 |
| Protocol | 1.89 | 9 |
| Communication | 2.22 | 9 |
| Overall | 2.31 | 9 |
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 | |
| MBE | 1 | 19m 56s | 3.00 | 4.00 | 3.00 | 2.00 | |
| 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 one of the slowest families at 22m 8s.
- MBE is one of the slowest families at 19m 56s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 18m 41s | 2.75 | 2.75 | 2.00 | 2.50 | |
| ACCESS | 2 | 10m 20s | 1.40 | 1.50 | 1.50 | 2.00 | ✓ |
| HARDWARE | 2 | 15m 49s | 2.10 | 2.50 | 2.00 | 1.50 | ✓ |
| SETUP | 1 | 7m 22s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.43 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved up 0.20 vs. last week.
- Communication moved up 0.40 vs. last week.
- Average handle time moved down by 17m 26s.
- 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. Assisted with setting a new admin password meeting complexity requirements.
- High accuracy scores in specific calls
Accuracy score of 4.0 in calls with IDs: 8d59dab4-5dac-11f1-ac90-42010a5a3f83, b786a278-5f1d-11f1-91a2-42010a5a3f83, 14d33664-5f3f-11f1-8e5f-42010a5a3f8a, 0c386334-5f4f-11f1-9f77-42010a5a3f83
Growth Opportunities
- Protocol adherence and case documentation
> Failed to create or cite a HappyFox case number in multiple calls, violating standard case management protocol.
#LTS00131571 | #LTS00131585 | #LTS00131629
Next step: Always document cases in HappyFox before concluding calls, even for self-help resolutions.
- Technical accuracy and troubleshooting completeness
> Provided incorrect or incomplete troubleshooting steps, such as suggesting a 5-press pairing method without confirming the product model, and failing to verify internet connectivity after node recovery.
Next step: Verify device model/serial before recommending model-specific procedures, and always confirm post-troubleshooting connectivity.
Next Week's Focus
- Document every call in HappyFox – Create or cite a case number before ending each call, even for self-help scenarios.
- Collect model/serial numbers – Ask for and record these upfront to avoid repeat contacts and enable accurate troubleshooting.
- Verify resolutions – After guiding troubleshooting, confirm the customer’s issue is resolved (e.g., “Is your internet working now?”).
- Follow KB procedures – Use documented reset durations (e.g., 10–15 seconds for mesh nodes) and avoid guesswork.
Technical Accuracy
Improvement
Agent failed to follow standard troubleshooting flow for RE6400 extender (reset, power-cycle, LED interpretation) and did not verify warranty status. Recommended purchasing a new unit without confirming the fault.
Improvement
Agent provided incorrect advice for email-based password reset, stating the customer needed to be physically next to the device, which is not required per KB. Failed to follow documented password-recovery process.
Improvement
Agent incorrectly identified model as 'WN03' (non-existent) and failed to perform basic mesh troubleshooting. Provided inaccurate warranty and pricing information.
Strength
Agent correctly guided customer through factory reset and password reconfiguration for EA7300, achieving technical resolution.
Improvement
Agent provided incorrect reset procedure ('press the space' instead of 10-second hold) and failed to collect model/serial details for mesh node troubleshooting.
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
- Highest-signal trend: Protocol adherence (case documentation and model/serial collection) is the most impactful area for immediate improvement. Three calls lacked HappyFox documentation, directly contributing to unresolved issues and repeat contacts.
- Recurring pattern: In calls involving mesh nodes (MX, MBE, RE), standard troubleshooting sequences (reset duration, LED verification, backhaul testing) were inconsistently applied. This led to incomplete diagnostics and customer frustration.
- Quote governance: All evidence above adheres to verbatim transcript rules – no synthesized quotes were introduced.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131571 | 2026-06-01 11:25:11+00:00 | 3.2 | INBOUND | MX2000 | HARDWARE | ✓ Resolved |
| #LTS00131585 | 2026-06-01 13:05:39+00:00 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ⏳ Pending |
| #LTS00131629 | 2026-06-01 15:34:42+00:00 | 1.0 | INBOUND | RE6400 | HARDWARE | ⚠ Closed incorrectly |
| #LTS00131830 | 2026-06-02 15:12:26+00:00 | 1.1 | INBOUND | EA7300 | ACCESS | ⏳ Pending |
| #LTS00062401 | 2026-06-02 17:06:56+00:00 | 1.1 | INBOUND | WHW01P | SETUP | ⚠ Closed incorrectly |
| #LTS00131992 | 2026-06-03 07:27:46+00:00 | 2.2 | INBOUND | EA7300 | ACCESS | ✓ Likely resolved |
| #GI00132004 | 2026-06-03 11:26:36+00:00 | 3.0 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved |
| #GI00132019 | 2026-06-03 13:20:53+00:00 | 2.8 | INBOUND | — | CONNECTIVITY | ↻ Callback set |
| #GI00132019 | 2026-06-03 14:16:21+00:00 | 2.8 | INBOUND | — | CONNECTIVITY | ↻ Callback set |
| #LTS00132256 | 2026-06-04 15:37:21+00:00 | 1.7 | INBOUND | EA7300 | ACCESS | ⏳ Pending |