# 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 35s | 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 | 2.11 | 9 | | Overall | 2.21 | 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 | 15m 46s | 2.70 | 2.75 | 2.00 | 2.50 | | | HARDWARE | 2 | 15m 50s | 2.10 | 2.50 | 2.00 | 1.50 | ✓ | | ACCESS | 2 | 10m 21s | 1.40 | 1.50 | 1.50 | 2.00 | ✓ | | 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** 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](https://linksys.happyfox.com/staff/ticket/131992/) 2. **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](https://linksys.happyfox.com/staff/ticket/131571/) [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) 2. **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](https://linksys.happyfox.com/staff/ticket/132019/) [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131629/) ### **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](https://linksys.happyfox.com/staff/ticket/131830/) ### **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](https://linksys.happyfox.com/staff/ticket/132019/) ### **Strength** Correctly executed factory reset procedure and IP access guidance for EA7300, leading to confirmed login success despite communication challenges. [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131571](https://linksys.happyfox.com/staff/ticket/131571/) | 2026-06-01 11:25:11+00:00 | 3.20 | INBOUND | MX2000 | HARDWARE | Advised customer to verify warranty status via purchase invoice and obtain replacement if still covered. | | [#LTS00131585](https://linksys.happyfox.com/staff/ticket/131585/) | 2026-06-01 13:05:39+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Perform 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. | | [#LTS00131629](https://linksys.happyfox.com/staff/ticket/131629/) | 2026-06-01 15:34:42+00:00 | 1.00 | INBOUND | RE6400 | HARDWARE | Agent told the customer to buy a new extender; no technical fix provided. | | [#LTS00131830](https://linksys.happyfox.com/staff/ticket/131830/) | 2026-06-02 15:12:26+00:00 | 1.10 | INBOUND | EA7300 | ACCESS | No resolution; advise follow-up with correct password-recovery instructions or escalation. | | [#LTS00062401](https://linksys.happyfox.com/staff/ticket/62401/) | 2026-06-02 17:06:56+00:00 | 1.10 | INBOUND | WHW01P | SETUP | Agent recommended buying a new router (MX2000 or MX6200) without troubleshooting or providing self-help resources. | | [#LTS00131992](https://linksys.happyfox.com/staff/ticket/131992/) | 2026-06-03 07:27:46+00:00 | 2.20 | INBOUND | EA7300 | ACCESS | Customer successfully logged in and changed the admin password. No formal follow-up or case documentation established. | | [#GI00132004](https://linksys.happyfox.com/staff/ticket/132004/) | 2026-06-03 11:26:36+00:00 | 3.00 | INBOUND | MBE7000 | CONNECTIVITY | Node reset and re-added; appears online (solid white). Customer advised to wait 10 minutes before moving node to final location. Internet connectivity not verified. | | [#GI00132019](https://linksys.happyfox.com/staff/ticket/132019/) | 2026-06-03 13:20:53+00:00 | 2.80 | INBOUND | — | CONNECTIVITY | Customer will swap nodes and observe if the problem follows the node or remains with the location. | | [#GI00132019](https://linksys.happyfox.com/staff/ticket/132019/) | 2026-06-03 14:16:21+00:00 | 2.80 | INBOUND | — | CONNECTIVITY | Customer self-reported fix; agent advised moving node closer if red reappears. No verification performed. | | [#LTS00132256](https://linksys.happyfox.com/staff/ticket/132256/) | 2026-06-04 15:37:21+00:00 | 1.70 | INBOUND | EA7300 | ACCESS | None – issue remains unresolved. |