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ayman.elamin@sutherlandglobal.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls HandledAvg Handle TimeTop ProductTop ProblemCases DocumentedCases Escalated
915m 35sEA7300CONNECTIVITY7—

Work Mix Lens

Scorecard

DimensionThis WeekCalls Reviewed
Accuracy2.569
Protocol1.899
Communication2.119
Overall2.219

Where Time Goes

Product Families

FamilyCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationNote
EA322m 8s1.672.331.672.33
MBE119m 56s3.004.003.002.00
MX214m 55s3.103.002.502.50
RE112m 14s1.001.001.001.00
WHW17m 22s1.101.001.002.00

Key Observations

Problem Categories

CategoryCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationFocus Area?
CONNECTIVITY415m 46s2.702.752.002.50
HARDWARE215m 50s2.102.502.001.50✓
ACCESS210m 21s1.401.501.502.00✓
SETUP17m 22s1.101.001.002.00✓

Week-over-Week Movement

What Went Well

  1. Accurate troubleshooting guidance for EA7300 password reset

Correctly identified the router model early and guided the customer through a successful factory reset.

> [01:31] CHANNEL_RIGHT: Model leader EA7300, I sent you its model.

#LTS00131992

  1. High accuracy scores in hardware troubleshooting

Delivered precise diagnostics on MX2000 and MBE7000 hardware issues, earning accuracy scores of 4.0 on three calls (call IDs: 8d59dab4-5dac-11f1-ac90-42010a5a3f83, b786a278-5f1d-11f1-91a2-42010a5a3f83, 14d33664-5f3f-11f1-8e5f-42010a5a3f8a).

Growth Opportunities

  1. Protocol adherence and case documentation

What better looks like: Create or cite a HappyFox case number in every call to ensure traceability and continuity.

> Example: 8 out of 9 calls lacked HappyFox case documentation (call IDs: 8d59dab4-5dac-11f1-ac90-42010a5a3f83, 963ac78e-5dba-11f1-bd7f-42010a5a3f8a, 68d3245c-5dcf-11f1-ad47-42010a5a3f8a).

#LTS00131571 #LTS00131585 #LTS00131629

  1. Technical accuracy in mesh node troubleshooting

What better looks like: Verify device model and LED states before instructing resets, and confirm resolution before closing calls. Avoid instructing non-standard procedures (e.g., “press the space” instead of holding reset for 10 seconds).

#GI00132019 #LTS00131830

Next Week's Focus

  1. Document every call – Open a HappyFox case before the first troubleshooting step and share the case number with the customer.
  2. Validate mesh node health – Always ask for the device model, serial number, and LED status; cross-check with KB before reset instructions.
  3. Confirm resolution – Before ending calls, verify the customer can access the solution (e.g., “Can you see the Wi‑Fi network now?”).
  4. Reduce password-reset confusion – Use the standard five-digit recovery key or myrouter.info flow; avoid advising customers to be “next to the device” for email-based resets.

Technical Accuracy

Improvement

Failed to follow standard troubleshooting flow for RE6400 extender (reset, power-cycle, LED interpretation). No warranty or replacement eligibility was discussed.

#LTS00131629

Improvement

Provided incorrect advice for password reset: being physically next to the device is not required for email-based recovery. Did not follow documented recovery process.

#LTS00131830

Improvement

Instructed “press the space” instead of holding reset button for 10 seconds for mesh nodes. Failed to collect product model, serial number, or warranty status.

#GI00132019

Strength

Correctly executed factory reset procedure and IP access guidance for EA7300, leading to confirmed login success despite communication challenges.

#LTS00131992

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: Ayman handled frontline calls effectively but consistently omitted HappyFox case creation and protocol steps (model/serial collection, warranty checks). Focus next week on documentation discipline and KB-aligned troubleshooting for mesh nodes and password recovery. Review calls #LTS00131629 (RE6400) and #LTS00131830 (EA7300 password) for protocol gaps.

This Week's Calls

CaseDateScoreDirectionProductCategoryOutcome
#LTS001315712026-06-01 11:25:11+00:003.20INBOUNDMX2000HARDWAREAdvised customer to verify warranty status via purchase invoice and obtain replacement if still covered.
#LTS001315852026-06-01 13:05:39+00:003.00INBOUNDMX5500CONNECTIVITYPerform a full factory reset of the problematic node, then pair it using the correct method for the device model; verify connectivity after 10‑15 minutes.
#LTS001316292026-06-01 15:34:42+00:001.00INBOUNDRE6400HARDWAREAgent told the customer to buy a new extender; no technical fix provided.
#LTS001318302026-06-02 15:12:26+00:001.10INBOUNDEA7300ACCESSNo resolution; advise follow-up with correct password-recovery instructions or escalation.
#LTS000624012026-06-02 17:06:56+00:001.10INBOUNDWHW01PSETUPAgent recommended buying a new router (MX2000 or MX6200) without troubleshooting or providing self-help resources.
#LTS001319922026-06-03 07:27:46+00:002.20INBOUNDEA7300ACCESSCustomer successfully logged in and changed the admin password. No formal follow-up or case documentation established.
#GI001320042026-06-03 11:26:36+00:003.00INBOUNDMBE7000CONNECTIVITYNode reset and re-added; appears online (solid white). Customer advised to wait 10 minutes before moving node to final location. Internet connectivity not verified.
#GI001320192026-06-03 13:20:53+00:002.80INBOUND—CONNECTIVITYCustomer will swap nodes and observe if the problem follows the node or remains with the location.
#GI001320192026-06-03 14:16:21+00:002.80INBOUND—CONNECTIVITYCustomer self-reported fix; agent advised moving node closer if red reappears. No verification performed.
#LTS001322562026-06-04 15:37:21+00:001.70INBOUNDEA7300ACCESSNone – issue remains unresolved.