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].
• Empathy and professionalism at call closure: Displayed empathy at the end of the call, acknowledging customer frustration [72:04–72:25].

Growth Opportunities

• Incorrect product identification and troubleshooting path: Did not ask for or confirm product model early in the call [00:00–73:43], leading to incorrect troubleshooting path. Provided incorrect router admin URL ([REDACTED_PHONE]) for an LN1200 device that uses myrouter.info [24:18–24:44].
• Unclear and contradictory troubleshooting steps: Repeatedly gave unclear or contradictory steps (e.g., clicking add node vs. not clicking) [35:51–37:30]. Extended unexplained hold time from 39:35 to 48:41 (~9 minutes), severely impacting EFFICIENCY and customer experience.

Next Week's Focus

• This week is a hybrid mix, so balance first-contact troubleshooting with clean escalation documentation.
• Improve product identification accuracy to avoid incorrect troubleshooting paths.
• Clarify and standardize troubleshooting steps to avoid contradictions.
• Minimize unexplained hold times and maintain customer communication.

Technical Accuracy

Improvement

Agent failed to identify product model (LN1200) early, leading to incorrect admin URL guidance ([REDACTED_PHONE] instead of myrouter.info). This caused prolonged troubleshooting and customer confusion.

Improvement

Agent provided unclear and contradictory steps during node pairing (e.g., clicking add node vs. not clicking), resulting in no resolution and escalation.

Improvement

Extended unexplained hold time (~9 minutes) without customer communication, negatively impacting efficiency and customer experience.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

• Call Outcome: Escalated to higher-level support with collected device details.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-25 14:38:23', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: LN11_ADD CHILD NODE Model Number: LN11 Serial Number: 60D10M13E07718 Warranty Start Date: Jan 1, 2025 Troubleshooting Steps: (Steps with customer and results) Step 1: cx called from #[REDACTED_PHONE] Step 2: child node lost connection Step 3: advised to reset the nodes and try to add them from the app Step 4: failed —advised to reset and try from UI—nodes are solid blue not changing -did a reset many times and still the same -advised that we will escalate...'}, {'timestamp': '2026-05-25 14:39:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Advanced troubleshooting.'}, {'timestamp': '2026-05-25 14:40:18', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CHILD NODE SN 1 60D10M13E03718 MODEL NO. LN1200 \u200b\u200b\u200b\u200b\u200b\u200b\u200b CHILD NODE SN 2 60D10M13E03711'}, {'timestamp': '2026-05-30 00:23:41', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Hi Imtenan, Good day! Thank you for the update. Was the same procedure performed on the child node? Also, what are the colors of the lights on top of the nodes? How many Wi-Fi bars does your device show when it connects to the main unit’s Wi-Fi?'}, {'timestamp': '2026-05-30 00:23:48', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Updated -> Resolved'}, {'timestamp': '2026-06-01 15:59:18', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Hi Imtenan, Good day! Do you happen to have a computer that can be connected via a wired connection to the main unit? At the back of the unit, there are ports where you can connect a device such as a computer. If you are able to connect a computer directly to it, please open a web browser and log in to myrouter.local or myrouter.info. It will either prompt you to set up the router or direct you to the login page. * If it prompts for setup, please follow the steps to complete the setup an...'}, {'timestamp': '2026-06-01 15:59:25', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Updated -> Resolved'}]
• Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve product identification accuracy to avoid incorrect troubleshooting paths.; Clarify and standardize troubleshooting steps to avoid contradictions.; Minimize unexplained hold times and maintain customer communication.

This Week's Calls