V2 Rubric Detail — 07c5f116-645b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 23:29
Duration
19m 24s
Contact
Peter Cisek
Issue Type
Firmware Update
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall56.4% (+28.4)

V2 Grader Summary

The agent demonstrated ownership and appropriate escalation by involving a supervisor to obtain firmware, but failed to complete troubleshooting during the call. A critical technical error occurred: instructing the customer to release the reset button upon seeing blue light contradicts KB guidance, which requires holding until LED flashes red and turns off. Despite good communication, the unresolved issue and incorrect reset instruction prevent full technical accuracy.

V1 Case Analysis

Customer reported a non-functional Velop node. Agent attempted reset with incorrect 20-second hold (should be 10 sec), observed purple LED, then abandoned call with promise to email firmware file and call back. No model confirmed, no valid resolution path established.

Troubleshooting Steps
  • Verified node power and LED status (blinking blue, then steady purple).
  • Instructed factory reset with incorrect 20-second hold (should be 10 seconds).
  • Discussed sending firmware file from engineering via email.
Key Observations
  • Agent never confirmed the exact product model, which is critical for correct firmware selection and reset procedure.
  • Reset instructions (20-second hold until blue) contradict KB guidance (10 seconds for Velop nodes). This is a material accuracy error.
  • Node displayed steady purple after reset—a known state indicating pairing mode—but agent did not recognize or act on it.
  • Agent claimed to send a 'raw firmware file' from engineering, which is not a standard or supported procedure per KB.
  • No case number was created or referenced, violating protocol for tracking and follow-up.
  • No warranty or support eligibility was discussed, despite the need for firmware delivery and follow-up.
  • Long silences (e.g., 4+ minutes) with no explanation indicate poor call control and inefficiency.
  • Agent failed to validate whether the customer could safely apply a firmware file independently.
  • Call ended without a clear recap or next-step confirmation, leaving the customer uncertain.
Positive Highlights
  • Agent used customer's name (Peter) and maintained a polite tone throughout the call.
  • Agent acknowledged remote access limitations and explained session ID security, showing awareness of privacy boundaries [03:00].
  • Agent attempted a reset before proceeding, showing intent to troubleshoot.
Agent Errors / Gaps
  • Failed to obtain and record the product model number, which is required for firmware compatibility and troubleshooting [00:00].
  • Provided incorrect reset timing (20 seconds vs. standard 10 seconds for Velop nodes), contradicting KB guidance [04:00].
  • Did not create or reference a support case number, violating case management protocol.
  • Did not verify warranty status or support eligibility, despite discussing firmware delivery and follow-up.
  • Claimed to send a 'raw firmware file' from engineering—unsupported procedure not in KB and potentially unsafe.
  • Allowed excessive silence (over 4 minutes) without explanation, losing call control and efficiency [07:00–11:00].
  • Failed to recognize steady purple LED as a known pairing mode state for Velop nodes.
  • Gave no instructions for how to apply the firmware file if emailed, leaving the customer unable to act independently.
  • Ended call without confirming customer understanding or summarizing next steps [18:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue in this call; instead, he promised to email a firmware file and call back later to complete the fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided the customer through a factory reset and observed LED state changes, but did not perform any actual firmware update or verify node functionality during the call.
R3 Met Correct resolution path conf 95%
Agent correctly chose to update firmware on a misbehaving child node before re-adding it, which aligns with KB guidance for persistent connectivity issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED behavior and serial number but did not ask diagnostic questions about network topology, prior resets, or error patterns to pinpoint root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed to generate a remote session ID but never established a remote connection or used any diagnostic tool; reliance on verbal description for firmware delivery is insufficient when remote access was initiated.
T3 Not Met No misinformation conf 95%
Agent instructed customer to release reset button when blue LED appears, but KB states release only after LED flashes red and turns off — releasing on blue is incorrect and may result in incomplete reset.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent outlined a plan and placed customer on hold, but long unexplained silences (e.g., 5-minute gap) and lack of clear transitions reduced call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite language and matched customer’s friendly tone, but did not confirm understanding of technical steps like reset timing or firmware process.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by contacting supervisor for firmware file, promised to email it and follow up, without transferring the case.
O2 Partially Met Proactive follow-through conf 80%
Agent gave vague timelines ('max 5' minutes, 'I'll call you back') without specifying when callback would occur, reducing clarity on next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first interaction on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent escalated internally to obtain firmware file from supervisor — a valid escalation for L1 support lacking direct access to engineering resources.
E2 Met Escalation prep & handoff conf 95%
Agent informed customer of escalation ('asked assistance from my supervisor'), explained purpose (get raw file), and confirmed follow-up action (email and call back).
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for inconvenience, thanked customer repeatedly, and maintained a respectful, solution-focused tone throughout.
X2 Met Tone & rapport conf 85%
Agent adapted to customer’s casual tone, acknowledged compliment ('you're very nice'), and kept engagement despite technical complexity.
X3 Met Overall experience conf 90%
Agent avoided making customer search for firmware; instead, he committed to sending it directly, reducing customer effort.
Call Transcript18 turns · 24 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is Eric from Linksys customer assurance team. May I speak with Peter? Hello Peter. Thank you for answering my call. And can you hear me okay? on the line? Okay. Thank you. And by the way, this call is recorded for quality assurance purposes. So Peter, as what we discussed, we will load the latest firmware onto your problematic node and once we successfully installed it, we will then add it again as a child node. Okay? So, let me just double check the serial number of that problematic node so that will be consistent that that's the node that we are going to do.
00:00
Speaker 2
Hello? okay Yes, it's him. Eric. I hear you. Okay. on the line. Okay. okay. Hmm. Hmm. [silence]
00:00
Speaker 1
It should be ending 0 1 5 5 2.
01:00
Speaker 2
Sorry, one second. Please. [silence] Please stand by. [silence] Uh. [silence] Symbol number 43, F101. Yes, 01552, correct. [silence] Oh, it's unplugged from power from, from, from, anything. Yes. Yes, about a minute. Okay, it's plugged in. It's blinking. Blinking blue.
01:00
Speaker 1
It will take about one to two minutes for the rebooting process. So we'll just wait for it. Um actually the that's part of the option. So we have actually two ways. The first way is. Mhm. Thank you. Okay. So for that remote access, uh I'll be generating a session ID. That's a secured ID because that will only be used once. And if it's expired, it cannot be used anymore. And you can terminate the session anytime. And I'm only allowed to access your networking stuff together with you. And I am not allowed to access the personal files. Okay. Okay. So generating the session ID now. Wait for a few seconds. [silence]
03:00
Speaker 2
What's the past? You need to log in on my computer? Do you? Yeah, just do that. OK, Eric. Eric, you very, very nice person. You talk a lot. Go ahead, give me the session ID.
03:00
Speaker 1
Okay. Uh we will reset that node first so that we'll be able to connect back to its default SSID, that's what we did last time. So do you know already how to perform the reset, right? No. Uh, we will press and hold the reset button for about 20 seconds. And the important part is we will need to continue to press and hold it until we will see a blue light, LED. Once you see a blue LED light up, that's the time that we will release the reset button. Okay, continue pressing and holding. I already have the session ID and once you're done
04:00
Speaker 2
The light is blinking red.
04:00
Speaker 1
and with a reset. I'll provide it to you. It did not like lit blue at first then maybe it's already done. Release the reset button. Okay, so you need to. [silence]
05:00
Speaker 2
I got 20 seconds. It's blinking blue. Yeah, yeah, it was correct. Yeah. After I press after like, five seconds, it was blue for maybe another five seconds and then started blinking. So it was constant constant blue. Now it's blinked. Oh, now it's changed to purple. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] release the button it's a steady purple light alright what's the session id question seven what was the color
05:00
Speaker 1
[silence] Okay. Wait for a few seconds. I'm pasting it here for us to download the firmware. Okay. Uh, wait for a few seconds. Let me just check the link. Okay. I'm a Filipino. Yes. Wait a few seconds.
07:00
Speaker 2
Oh, you're welcome. [silence] Yeah, thanks. Mu.
09:00
Speaker 1
Hold I just need to get the file. Thank you. Because I believe this was just like sent to me directly from the engineering. Yeah, that's actually my that's my other option OK? But usually when I do remote access, I can just paste the link directly to the browser and I go to download it. OK? So that's my second option. Thank you for your suggestion. I'll put you on hold for about two to three, max 5. OK? Uh, get back to you. Thank you.
11:00
Speaker 2
yeah yeah go ahead you probably have to email you have to probably email me that file and I have to open it yeah yeah yeah okay yeah alright alright thank you no problem Yes. Okay. Okay. All right.
11:00
Speaker 1
Thank you so much. Okay. Yes, I'll call you back. Okay. So I'll just stop the Stop sharing on your side. Uh, uh, later on, uh, this is our plan. Like, your computer connected to your router, okay? Then, uh, I'll communicate wirelessly to, the, the child node. Then we'll perform the upgrade using the the latest firmware. Then, after Bear is successful, then, we could proceed and adding it as a child node. Same as what we did last time. Uh, yeah, later on, uh, [silence]
17:00
Speaker 2
So you call me back? Did you want me to connect that with the cable to the that that connected to the my main router? Do you want me to connect this device for you? Okay. But you remember the only way to the child mode was with the wire connected from my main knob to the child knob? Remember. I, I,
17:00
Speaker 1
later on, because that's what we tried because you already did the right setup with the previous technician. I just made it using wired. Okay. So aside isolation. But for this part we need to load the latest firmware first. Okay? Okay. So, okay. Thank you. So I'll stop this up sharing and please confirm if I already ended the session with your computer. Okay. Thank you. Okay. So I apologize for the inconvenience, but don't worry. I already asked assistance from my supervisor so that we can get the raw file and I'll then send it to your email and that's where that we'll be able to proceed okay? So Peter, my name again is Eric. You're level to technician and our website is support.linksys.com. Please wait for my call back once I already have the file. Okay? And goodbye for now.
18:00
Speaker 2
Okay.
18:00