ayman.elamin@sutherlandglobal.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

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

Where Time Goes

Product Families

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

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

1. Accurate identification of cloud account ownership conflicts

> [02:29] CHANNEL_RIGHT: Okay, the solution is that we try to delete it now. Your device is added to another account. So what we can do is delete your device from the old account. Okay? And then you can add it to your new a...

#LTS00130698

Collected complete customer/contact details and correctly diagnosed the cloud account conflict.

1. Clear next-step instructions for customer verification

In the LAPAC1750 case, provided actionable steps: “reply with invoice and device photos for verification.” This gave the customer a concrete path forward despite the handoff delay.

1. Model identification accuracy

Correctly identified LN1200 and MX6200 models early in calls, enabling targeted troubleshooting (even when execution later faltered).

Growth Opportunities

1. Operational closure and customer engagement

> [03:25] CHANNEL_RIGHT: Please stay on the line for assistance.

#LTS00130698

Call ended without live agent interaction — no issue was confirmed, diagnosed, or resolved. Next week, aim to:

- Always verify the customer’s problem within the first 30 seconds using open-ended questions (“Can you describe what’s happening when you try to connect?”).

- Provide a live case/reference number for every handoff or follow-up action.

- Summarize next steps clearly before ending (“I’ll email you a case number and expected timeline; please reply with X and Y.”).

1. Technical accuracy in mesh troubleshooting

> Mis‑stated LED meanings (white described as “bad” when solid white indicates online)

#LTS00130700

Next week, focus on:

- Using model-specific KB guides for reset procedures (e.g., LN1200 requires 15‑second reset, not 30).

- Verifying LED states against official matrices before instructing customers.

- Confirming internet connectivity after each step (e.g., “Does the internet work now after the reset?”).

Next Week's Focus

1. Start every call with a problem confirmation question — no scripted announcements before understanding the customer’s need.
2. Reference model-specific troubleshooting guides before proceeding with steps (e.g., pull LN1200 mesh-rebuild KB before suggesting resets).
3. Document and share a case/reference number for every internal handoff or customer-requested action.
4. Practice concise next-step summaries — end calls with “You’ll do X, we’ll do Y, and I’ll follow up via Z.”

Technical Accuracy

Improvement

Agent provided inaccurate admin-page URLs and IP addresses during MX6200 troubleshooting.

#LTS00130706

• Note: Used incorrect IP addresses and model references during wired backhaul diagnostics. Next steps: cross-check model-specific KBs before guiding customers to admin pages.

Improvement

Incorrect reset instruction (30 seconds vs. 15 seconds for LN1200).

#LTS00130700

• Note: Misstated reset duration and LED meanings. Use official LN1200 guide: 15‑second reset, solid white = online.

Coaching Moments

Improvement

[03:47] CHANNEL_RIGHT: Please stay on the line for assistance.

#LTS00130698

• Note: Entire call consisted of automated prompts — no live agent engagement, diagnosis, or resolution. Prioritize immediate customer connection.

Improvement

[00:08] CHANNEL_RIGHT: Dear customer, please note that the working hours... For technical support, press 1.

#LTS00130698

• Note: Delivered scripted hours message without confirming the customer’s intent or issue. Begin with open-ended engagement.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Highest-signal trend: Protocol and communication scores are severely lagging behind accuracy — the agent collects data well but struggles to engage customers, structure troubleshooting, and close calls operatively. Focus next week on live customer engagement (confirming issues within 30s) and model-specific guide adherence before troubleshooting. The MX6200 outlier highlights the need for structured escalation criteria for complex mesh-backhaul cases — document symptoms, run model-specific diagnostics, and hand off with clear data.

This Week's Calls