ayman.elamin@sutherlandglobal.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the agent's performance across 5 calls reviewed this week.

This Week's Coverage

Models Supported

Key pattern: Lower scores on LAPAC1750 calls suggest a need for deeper familiarity with this model's cloud registration flow and troubleshooting steps.

Problem Categories

ACCESS category shows moderate performance but still below target. Review customer interaction patterns for these calls to identify specific gaps.

CONNECTIVITY category is a clear focus area with an average overall score of 1.50. Prioritize improving structured troubleshooting and closure for these issues next week.

What Went Well

High accuracy score on 4 of 5 calls

The agent consistently demonstrated strong product knowledge and correct information delivery, reflected in perfect accuracy scores on several calls.

#LTS00130698

Clear next-step guidance in some cases

When able to engage the customer, the agent provided actionable instructions and directed them to the appropriate next steps.

#LTS00130698

Growth Opportunities

Improve protocol and communication consistency

Protocol and communication scores were low (1–2) on 4 of 5 calls. This indicates missed opportunities to engage customers effectively, acknowledge concerns, and guide them through solutions.

#LTS00130698

What good looks like:

• Start every call with a warm greeting and open-ended question to identify the issue
• Acknowledge customer frustration and validate their experience
• Provide concise, structured guidance with clear next steps and expected outcomes

Strengthen call closure and follow-through

Multiple calls ended with vague or pending status (abandoned_or_vague or pending_resolution), leaving customers without confidence in resolution.

#LTS00130698

What good looks like:

• Confirm understanding of next steps with the customer before ending
• Provide a case/ticket number and expected timeline for resolution
• Schedule a callback or follow-up if needed, and document it clearly

Next Week's Focus

1. Start every call with an open-ended question to uncover the real issue and show active listening.
2. For ACCESS issues, practice the cloud account ownership transfer flow: confirm model, collect serial, initiate internal request, and always provide a reference number.
3. For CONNECTIVITY issues, follow the structured mesh troubleshooting guide: verify cable, reset, test, and confirm results before suggesting ISP contact.
4. End each call with a clear summary and next-step confirmation, including any reference numbers or follow-up actions.

Technical Accuracy

Improvement

Call ee96a57e-5829-11f1-938c-42010a5a3f83: Agent gave incorrect reset instruction (30 seconds vs. 15 seconds for LN series) and mis-stated LED meanings (white described as bad when solid white indicates online). Did not follow universal mesh full-rebuild guide for LN1200.

#LTS00130700

Improvement

Call 3e76c7cc-5834-11f1-96a1-42010a5a3f8a: Agent provided inaccurate admin-page URLs and IP addresses, failed to confirm correct model number before troubleshooting, and did not follow structured troubleshooting flow. No clear resolution or escalation scheduled.

#LTS00130706

Improvement

Call 98cf6ac6-5825-11f1-95ca-42010a5a3f83: Agent failed to provide case or ticket number for customer reference, gave no concrete timeline or expected resolution date, and provided vague hand-off to another team without confirming availability or next-step details.

#LTS00130698

Improvement

Calls 3f79154c-5827-11f1-80c3-42010a5a3f8a and 05d3254c-5829-11f1-b5aa-42010a5a3f83: Agent never engaged the customer - no diagnostic or procedural steps taken. Calls consisted entirely of automated prompts with no live agent interaction.

#LTS00130698

Coaching Moments

Improvement

"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..."

Note: Agent provided a solution but missed critical elements: no case number, no timeline, and vague hand-off to another team without confirming availability or next-step details.

#LTS00130698

Improvement

"Please stay on the line for assistance."

Note: The call consisted entirely of automated prompts with no live agent engagement. The customer remained on the line but received no troubleshooting, guidance, or resolution.

#LTS00130698

Improvement

"Dear customer, please note that the working hours of our technical support center have changed. Working hours are Monday to Thursday from 10:00 AM to 7:00 PM local time. Fridays from 10:00 AM to 11:30 AM, and from 12:30 PM to 7:00 PM. Our offices are closed on Saturdays, Sundays, and during official holidays. For technical support, press 1. For warranty information..."

Note: Agent delivered a scripted announcement about support hours and setup prerequisites but did not engage the customer to identify any issue or provide troubleshooting. The call ended without addressing a technical problem or offering actionable next steps.

#LTS00130698

Escalation Lessons: What L2 Did

No escalated cases were identified this week. All cases were handled at Level 1, though several ended with pending resolution or vague next steps. Focus on improving closure and follow-through to reduce the need for escalation.

Coach Appendix

• Highest-signal trend: Protocol and communication scores are consistently low (1–2), indicating a need for focused training on active listening, empathy, and structured call flow.
• Recurring pattern: Calls often end without clear resolution or next steps (abandoned_or_vague or pending_resolution), leaving customers in limbo. Prioritize documentation and confirmation of next actions.
• Evidence: See "Growth Opportunities" and "Coaching Moments" sections for specific transcript excerpts and ticket links that illustrate these patterns.

This Week's Calls