# 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 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. Assisted with setting a new admin password meeting complexity requirements. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) 2. **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 1. **Protocol adherence and case documentation** > Failed to create or cite a HappyFox case number in multiple calls, violating standard case management protocol. [#LTS00131571](https://linksys.happyfox.com/staff/ticket/131571/) | [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) | [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) *Next step: Always document cases in HappyFox before concluding calls, even for self-help resolutions.* 2. **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. [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) | [#GI00132004](https://linksys.happyfox.com/staff/ticket/132004/) *Next step: Verify device model/serial before recommending model-specific procedures, and always confirm post-troubleshooting connectivity.* --- ## Next Week's Focus 1. **Document every call in HappyFox** – Create or cite a case number before ending each call, even for self-help scenarios. 2. **Collect model/serial numbers** – Ask for and record these upfront to avoid repeat contacts and enable accurate troubleshooting. 3. **Verify resolutions** – After guiding troubleshooting, confirm the customer’s issue is resolved (e.g., “Is your internet working now?”). 4. **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. [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) ### **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. [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) ### **Improvement** > Agent incorrectly identified model as 'WN03' (non-existent) and failed to perform basic mesh troubleshooting. Provided inaccurate warranty and pricing information. [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) ### **Strength** > Agent correctly guided customer through factory reset and password reconfiguration for EA7300, achieving technical resolution. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) ### **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. [#GI00132019](https://linksys.happyfox.com/staff/ticket/132019/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131571/) | 2026-06-01 11:25:11+00:00 | 3.2 | INBOUND | MX2000 | HARDWARE | ✓ Resolved | | [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) | 2026-06-01 13:05:39+00:00 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ⏳ Pending | | [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) | 2026-06-01 15:34:42+00:00 | 1.0 | INBOUND | RE6400 | HARDWARE | ⚠ Closed incorrectly | | [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) | 2026-06-02 15:12:26+00:00 | 1.1 | INBOUND | EA7300 | ACCESS | ⏳ Pending | | [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) | 2026-06-02 17:06:56+00:00 | 1.1 | INBOUND | WHW01P | SETUP | ⚠ Closed incorrectly | | [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) | 2026-06-03 07:27:46+00:00 | 2.2 | INBOUND | EA7300 | ACCESS | ✓ Likely resolved | | [#GI00132004](https://linksys.happyfox.com/staff/ticket/132004/) | 2026-06-03 11:26:36+00:00 | 3.0 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved | | [#GI00132019](https://linksys.happyfox.com/staff/ticket/132019/) | 2026-06-03 13:20:53+00:00 | 2.8 | INBOUND | — | CONNECTIVITY | ↻ Callback set | | [#GI00132019](https://linksys.happyfox.com/staff/ticket/132019/) | 2026-06-03 14:16:21+00:00 | 2.8 | INBOUND | — | CONNECTIVITY | ↻ Callback set | | [#LTS00132256](https://linksys.happyfox.com/staff/ticket/132256/) | 2026-06-04 15:37:21+00:00 | 1.7 | INBOUND | EA7300 | ACCESS | ⏳ Pending |