V2 Rubric Detail — 05ecf8a6-7bff-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 01:31
Duration
37m 6s
Contact
Jeff Adise
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Pagurayan
HappyFox Case
#TE00136628
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup (Replacement unit)
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.62/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp2.50/5
Overall29.7% (-4.3)

V2 Grader Summary

The agent did not resolve the mesh node issue and offered only vague, inaccurate guidance while avoiding systematic troubleshooting. No appropriate escalation was made despite the customer's repeated contact and urgent wedding event, resulting in a poor customer experience and an unresolved outcome. Technical inaccuracies (refraction/reflection, 69 70 4D) were not KB-supported and undermined diagnostic credibility.

V1 Case Analysis

Customer replaced parent router with MX6200; MX4200 child nodes only connect when adjacent. Agent provided no troubleshooting, failed to verify firmware or follow pairing procedures, and ended with vague callback promise.

Troubleshooting Steps
  • Asked customer to bring child nodes near the parent node.
  • Suggested using the Linksys mobile app to check signal strength (app failed to load).
Key Observations
  • Agent failed to collect model/serial numbers or verify warranty status despite troubleshooting a hardware compatibility issue.
  • No systematic troubleshooting was performed (no power cycle, no firmware check, no factory reset, no 5-press pairing).
  • Agent did not verify internet/WAN status or access router web interface.
  • No case was created or referenced; no HappyFox ticket mentioned.
  • Call ended with vague callback promise instead of documented next step.
  • Agent provided speculative, non-KB-based explanation (signal refraction/reflection) for node disconnection.
  • Agent did not recognize MX6200 and MX4200 compatibility per KB.
Positive Highlights
  • Agent acknowledged customer's urgency and expressed willingness to help.
  • Attempted to use the Linksys app as a diagnostic tool (though execution failed).
Agent Errors / Gaps
  • Missing collection of product model and serial number (critical for mesh compatibility and warranty).
  • Failure to verify firmware version or enable auto-update (per universal_firmware_update.md).
  • No power cycle of modem and router performed (Step 1 in universal_escalation_guide.md).
  • Did not check or access local router interface (http://192.168.1.1 or http://myrouter.local) to verify WAN/internet status.
  • Failed to perform factory reset on problematic node as per KB guidance.
  • Did not follow correct pairing method for MX4200 (5-press per universal_5press_models.md and universal_mesh_node_management.md).
  • No case management or HappyFox ticket creation documented.
  • Provided speculative and non-KB-based explanation (signal refraction/reflection) for node disconnection, contradicting KB guidance on mesh compatibility.
  • Ended call with vague callback promise without confirming escalation path or documenting issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with a promised callback but no resolution or confirmed outcome; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested bringing nodes close and using the app for signal detection, which aligns with proximity-based pairing guidance, but skipped reboot, firmware check, factory reset, and pairing method.
R3 Partially Met Correct resolution path conf 88%
Agent attempted app-based signal evaluation appropriate to mesh changes but failed to verify warranty status or escalate despite hardware-level symptoms and urgency.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply logical diagnostic process; attributed issue to 'refraction and reflection' and nonsensical numeric values (69 70 4D) without evidence, instead of identifying root causes like firmware, backhaul, or hardware defects.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent directed use of Linksys app as signal diagnostic tool (valid), but did not access local UI, logs, or other tools needed for technical depth.
T3 Not Met No misinformation conf 99%
Agent provided technically unsupported claims: 'refraction and reflection' as causes of disconnection and specific numeric values (69 70 4D) as signal thresholds are not in Linksys KB.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to keep conversation on track, gave long silences, and did not structure the call effectively.
C2 Not Met Confirmed understanding conf 92%
Agent used confusing, jargon-filled language and did not verify customer's understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership; simply promised a callback without personal commitment or follow-through.
O2 Partially Met Proactive follow-through conf 85%
Agent gave vague next step – 'call back in five to 10 minutes' – but no concrete timeline or action plan.
O3 Not Met Closure confirmation conf 90%
Agent ignored customer’s mention of a prior call and did not reference any case history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted (repeat contact, urgent event) but agent did not escalate; only offered a callback.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'I understand what you're concerned,' but showed little genuine empathy and offered no reassurance.
X2 Not Met Tone & rapport conf 90%
Agent’s tone remained flat and did not adapt to the customer’s frustration or urgency.
X3 Not Met Overall experience conf 92%
Customer was asked to repeat steps, reinstall the app, and wait on hold repeatedly, increasing effort.
Call Transcript27 turns · 30 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Is it speaking with Jeff? No I called earlier today. Spent several hours on the phone. Uh they said that they were going to have someone call me back in two to three hours and then I lost the call. They never got back to me, but it's not two to three hours yet, but uh I'm just finding out more and more about this network. And uh maybe you can help set this up because I told the person I have a 100 person wedding coming in tomorrow at 1:00 in the afternoon and this internet is running their music and everything else and it's down. So I'm in desperate shape to get this working. Let me tell you what I've got and you make quite a look in in the notes. So I had an Mx 42
22:00
Speaker 2
Thank you for calling links. s. My name is Nathan. I know who am i speaking? Jeff. You're first i'm calling us Jeff. Sure. Sure. [silence].
22:00
Speaker 1
The 4200 mesh network. It was not really the 4200 That's what I had and I was having some some trouble with one node, it said the node was defective or whatnot because I couldn't get it to couldn't get it to uh connect. So they suggested change out the parent to go to MX 6200 as the parent and reestablish all of the 4200s as children except for the one that was bad. All right. So that's what that's what we did but it the signal is definitely not broadcasting very far. And what's going on is that right next to the modem no problem I can get fast wireless
23:00
Speaker 2
62? 42? That's time. Correct. Okay.
23:00
Speaker 1
and whatnot. My across the, the like my next node, which is maybe 15 feet away, there's a tremendousbar displacement. And then another one which is another 20 some odd, maybe line of sight is 20 some odd, but maybe say it's 50 feet away. It used to be blue on the until I put the 6200. Now I can not acquire a signal. And if it goes red, the only way for me to get it to go blue is to physically take the node and bring it right back to the 6200 and plug it in. Then I can get it to go blue. But I anything else won't work. So,
24:00
Speaker 2
So. [silence]
24:00
Speaker 1
everything that are connected to internet, they, they were running, no problem. Now I can't even, I don't even get speeds of three. So, I do not believe that this is broadcasting properly. So, can we take a look at this network? Because, I am in trouble here. All right, so, what, oh, sure. I, yes, that's what I did. I brought each one one at a time, next to the parent node and I set it up. And in fact, if I bring each one over, it turns blue, no problem.
25:00
Speaker 2
Sure, I can help you. Let me read the notes first. Okay. Can you bring all the child nodes near the mother node and then distribute them one by one? Okay.
25:00
Speaker 1
Blue and solid. But as soon as I bring it further away and and it's not that far. I mean, I've got five nodes and my house is 6,000 square foot, but it's five nodes and it's and it's pretty much worked up until recently. So, uh, okay, but the location that I have to tell you something, I haven't changed the location from the MX 4200. My problem was one node. Everything else was working beautifully. Now, nothing else works well since I put the 6200 in. So, it's and the one that wasn't working was hardwired. So, um, all right. So, let's let's start from scratch.
26:00
Speaker 2
Okay, it's okay. We're gonna do differently this time. We're gonna use an app to detect whether the location is good or not. There's a way to do that one. All right. bring all the notes. Okay.
26:00
Speaker 1
The 4200s were working fine except for one node, which all of a sudden started going red on me. All right? And that's the one that we decided, okay, we'll replace it, but there's no more 4200, so I bought a 62. All right, so it's not location because the 4200 was working fine, no problem. Everything started, or what I'm experiencing now, all started when I put in the 6200 and I re-did the all the child nodes. So, please help me get this setup.
27:00
Speaker 2
I understand what you're concerned, Jeff. You want to set up everything. Your conclusion is thank you. So with 5,500, 4,200, 2,500, I think 55 the 4,200 everything was working except for the one and then it breaks like that. Now when you replace the 6,200 the location of the 4,200 is no longer working and that's why it screwed up everything. Now the two things. The 6,200 is very strong. It may give you two things refraction and reflection. Those are the causes of the disconnection. The location on your 4,200 may not be valid anymore. That's why we need to test, you will need to adjust it because your mother note is different. When I ask you to bring all the nodes near the mother node, we make sure that 6,200 is working fine. We will distribute one node Okay, to the location and then that location we will check in the app whether that signal is [silence]
27:00
Speaker 1
I understand. Okay, so what you're saying, then what you're just so I understand what you're saying. The 4200 works better than the 6200 is what you're saying? Well, no. Okay. Then, then right. So then, when I put a 6200 in its place, it should be stronger. But it is not. I can't even, I can't even acquire signal in places where the 4200 has been acquiring signal for years. So now, all I did was change out the 6200 and now I can't acquire a signal in the same place.
29:00
Speaker 2
**Great.** you're not you have to receive signal and you don't maintain value more than 69 70 4D because of disconnection of connections. a physical distance. duh it's a signal. OH there are signal that um um [silence] um um [silence] if email [silence] um No, no, not necessarily. if you 200 uh um this this stronger [silence] <start_of_audio>
29:00
Speaker 1
well, I, I, I mean, I just need to... well, I'm just saying, I'm just saying, I'll follow your, your lead here. But if, if the location all of a sudden can't work, it's all garbage, it's all got to be thrown away. because I can't. There's, you know, the 4400, there's five nodes that, that are, some of them are almost line of sight. I've got a node that is 15 feet from the other node. That one has some signal. Another one that's 20 feet away doesn't have any signal. And another one that's that and I I put it in. Okay. And just so you know, I I put I brought one child node over to the other child node that has a signal, and it had nothing. It's not broadcasting. so I'll follow your lead. but I I'm just having a hard time believing that child node right next to another one that has 300 megabits and then it has nothing has red. So, I already moved them. but I will go to the linksit smart uh smart Feels mm-hmm. On the phone.
30:00
Speaker 2
did you check the gototot go to the go to the [silence] all right. [silence] all right [silence] i got you the not the smart tools on the phone the linksys application it's not possible on the phone [silence] the computer i need you to check on the phone do you [silence] do you install the yes [silence] did you install the linksys application
31:00
Speaker 1
I'd I've had the links of applications for a long time. Um, I'm not sure if it's, mm, I got poor signal here. See you if I'm on the Wi-Fi. I'm going to come off the Wi-Fi. Um, okay. Let's see what happens. No, it doesn't look like it's going to be able to use this phone and get anywhere. I'm, I'm ethermeted directly to the parent node. Um, but if the phone is not, it's just not.
32:00
Speaker 2
Mm-hmm. It's okay. Download it. Mm-hmm.
32:00
Speaker 1
working well enough to bring down this app. I'm within one foot at the mother node. correct. I mean, I'm not able to get on the app. So, hold on one second. I'm sorry, I didn't, I didn't hear what you said. Yeah, I'm, I'm within one foot. Literally one foot of the parent node. Now, I, I'm, I'm gonna try to go back to Wi-Fi. Okay.
33:00
Speaker 2
Can you move closer to the mother node so that you can get a good internet? And still no internet? and, uh, it's okay. I was talking to the level 2.
33:00
Speaker 1
I'm on my I'm on my Wi-Fi. I'm gonna go back to the the app. Linksys app. No, it's just like stalling. Let me try quitting out of the app completely and relaunching it. Yeah. Oh, one second. Let me, let's see what happened. I just actually I can't reinstall this. That's not your issue. Okay. Now it says getting router settings.
34:00
Speaker 2
Can you uninstall? Can you uninstall and reinstall the app? [silence]
34:00
Speaker 1
Still spinning. I can't do this from the computer, it has to be done from the phone. [silence]
35:00
Speaker 2
because we need the signal. The phone can detect the signal and does it.
35:00
Speaker 1
It's taking a long time to uh, I, I, I had just relaunched it. Yeah. Okay. Perfect. Okay, perfect. Thank you. [silence] I'll be waiting by the phone.
36:00
Speaker 2
uh he will give you a call back in five to 10 minutes.
37:00