V2 Rubric Detail — 0ae9607e-7a6a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 01:12
Duration
59m 22s
Contact
Patricia Wilson
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00134348
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 1 too-garbled-to-score segment). 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
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall83.8% (+51.8)

V2 Grader Summary

The agent successfully used a remote session to diagnose and improve mesh node signal strength from -73 dBm to -52 dBm with good speeds, identifying an interfering node. While technical guidance was mostly accurate, the incorrect claim about 6G vs 5G range prevented a full Met on T3. The issue was not fully resolved as final placement was not confirmed, resulting in a partial resolution.

V1 Case Analysis

Customer reported weak Wi-Fi signal and a blinking-red node. Agent failed to collect model/serial, gave incorrect 6G/5G advice, and did not follow mesh troubleshooting procedures. Call ended without resolution confirmation.

Troubleshooting Steps
  • Advised turning off the upstairs node to isolate interference.
  • Suggested moving downstairs nodes closer to windows/central locations.
  • Recommended checking signal strength and running a speed test.
  • Mentioned possible wired backhaul as a workaround.
Key Observations
  • Agent never asked for or recorded the router/model/serial number, violating core protocol.
  • Agent stated 'six G has weaker range compared to five G' [46:00], which is factually incorrect and contradicts adjacent_common_wifi_questions.md — 6G and 5G refer to cellular standards, not Wi-Fi bands.
  • Call lacked a structured troubleshooting flow — agent jumped between node power cycling, placement, and signal checks without validating each step.
  • Agent used unclear terms like 'uphold node' and 'app node' instead of standard terminology, causing confusion.
  • No verification of fix was performed — call ended after customer ran speed test but without confirming node status or connectivity.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Encouraged customer to run a speed test and check signal strength, which are valid diagnostic steps.
  • Suggested wired backhaul as a potential solution, which is a correct alternative per velop_child_node_setup.md.
Agent Errors / Gaps
  • Failed to collect product model and serial number, violating protocol and preventing accurate troubleshooting.
  • Provided materially incorrect technical information: claimed '6G has weaker range than 5G' [46:00], which is false — 6G and 5G are cellular standards unrelated to Wi-Fi frequency bands.
  • Did not follow documented mesh troubleshooting procedures — skipped steps like checking parent node status, verifying internet on main router, or performing a full mesh rebuild.
  • Used non-standard and confusing terminology (e.g., 'uphold node', 'app node') instead of 'parent' or 'child node'.
  • Did not confirm whether the blinking-red node was successfully paired or online before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent identified interfering node and improved signal from -73 dBm to -52 dBm with good speeds (436/322 Mbps), but did not confirm full mesh stability or finalize optimal placement.
R2 Met Diagnostic thoroughness conf 85%
Agent systematically isolated nodes, tested signal strength, ran speed tests, and identified interference — advancing the issue meaningfully using logical steps.
R3 Met Correct resolution path conf 95%
Agent pursued a valid troubleshooting path focused on node placement and interference, appropriate for a mesh signal issue, without dismissing the customer or misusing warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified weak signal (-73 dBm), tested connectivity, observed interference patterns, and concluded the upstairs node was degrading performance — a logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 100%
Agent used a remote session (Join.zoho.com) to access the router's admin page, monitoring real-time signal strength (dBm) and connectivity for specific nodes.
T3 Partially Met No misinformation conf 90%
Guidance on signal thresholds (-65 dBm ideal) is correct per KB, but the claim that '6G has weaker range than 5G' is technically inaccurate and not supported by the KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained engagement and gave instructions, but lacked clear framing, had frequent silences, and transitions were disjointed, reducing call control.
C2 Met Confirmed understanding conf 85%
Agent used accessible language, repeated confirmations, and adapted to customer’s confusion about signal strength and node placement, ensuring understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, provided continuous support, and did not transfer or abandon the customer despite complexity.
O2 Met Proactive follow-through conf 85%
Agent gave clear next steps: turn off interfering node, roam to find weak spots, and place nodes where needed — specific and actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and actively being resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledged customer’s patience, thanked them for time, and ended courteously — demonstrating empathy and professionalism.
X2 Met Tone & rapport conf 85%
Agent adjusted pace to customer’s movements, checked in frequently, and responded to emotional cues (frustration, multitasking), maintaining engagement.
X3 Partially Met Overall experience conf 80%
Customer performed multiple node power cycles and speed tests, but these were necessary diagnostic steps; agent minimized repetition by building on prior actions.
Call Transcript72 turns · 83 lines
Speaker 1
Okay. Join.zoho.com. Okay. Hold on, let me generate one. Okay, the session ID is 20807594. Yes, 075940.
01:00
Speaker 2
um... just so you know I cut on all the nodes cuz I had to you know whatever um okay remote access so that is the what's the session ID? 075.
01:00
Speaker 1
Okay, got it, thank you. Yeah, I'll just have to minimize this. Oh. Yeah, no, no, that's okay. Info.
02:00
Speaker 2
you okay put my ear back in mm-hmm where am i what am i doing oh shit i'm trying to cut close my windows all right
02:00
Speaker 1
Can you type, ma'am, the route to password, please? Okay, good. Ah, not yet, ma'am. Hold on. Not yet, not yet. Let me just check first. Yes, there's a Paul.
03:00
Speaker 2
Okay.
03:00
Speaker 1
yeah okay yeah that's yeah to the apple
04:00
Speaker 2
Now where I am right now is closer to the sea [silence]
04:00
Speaker 1
I believe this is where you are connected, right now. I think this is the one, ma'am, where you are connected because this is where we left off. Oh, your laptop did reconnect to the restroom. Yes. Okay. Can you try to turn off, ma'am, the other nodes? Just leave the what you call this the uphol node and the third node where you placed downstairs turned on, so we try to yeah isolate this, yeah, that dressing room and the down. Turn them off temporarily. This fixed was the signal of this of this uphol node.
05:00
Speaker 2
okay, which is that thing when i said yeah that's that's the end of the house where i am now and the dressing room down there.
05:00
Speaker 1
Yes, ma'am, Yes. Your call has been routed here in the Philippines. [silence] I think it's connected now to up all. [silence]
06:00
Speaker 2
So where are you located? Are you in the Philippines? Well, it's fate would have it. The one downstairs is blinking red. All right. I just cut it off. It's in my bedroom, which is the side of the dressing was. Hang on, my internet speeding really good really fast. Without that other node on, hey.
06:00
Speaker 1
Okay, it's connected now to UpNaught. Guys, upstairs now, this one. Yeah, I've got this. I think it got disconnected now. Are there? No, no, no, no. Yeah, I think so. It's trying to reconnect. Yeah, can you try to move this web close to the output mode?
10:00
Speaker 2
We got disconnected. Do you want me to move? Yeah. Up hall, just upstairs.
11:00
Speaker 1
[silence] Uh, no ma'am. It should be on the one that we swapped to the previously [silence] Yeah, to the [silence] because we swapped the uphol and the third child mode, right? The third. So the third is now on the place where the app, yeah, the first. So, yeah, move to the second note.
12:00
Speaker 2
Okay. I can move. Okay. Do you want me up stairs or near the first child move? The first move. Yeah, I know, but which one? The. It's the first child move. Yes. [silence]
12:00
Speaker 1
Yes, yes, yes, is that up high.
13:00
Speaker 2
So, the second node is at the dress room. So, you want me to go upstairs to the, uh, hall? Okay. so. Got a different, tower connected to.
13:00
Speaker 1
uh because the app all no ma'am has a minus 73 dBm signal. Yes, yes, ma'm because if you're connected to this node, to the node that we the app node that we place upstairs. Yeah so it's minus 73, yeah, dBm. So this signal is very weak. So it's getting like a weak signal coming from the uh yeah from the parent node I think it is the parent node the router 163. I mean 563. It's getting like a weak signal. Yeah coming from that node. Can you try a different location now? Can you find any spot for this one?
16:00
Speaker 2
The number 10. Nope. So. I wish I could just send you a video of where everything is, but. [ silence ]
16:00
Speaker 1
yeah yeah because it actually knows if you place this one on its location it seems like it interferes the signal of the other no and its signal as well because if you notice yeah yeah how about if you turn yeah if i think how about them if you I'm not sure for that one ma'am how about ma'am if you just turn on yeah try to turn this off then just leave the what you call this the down and addressing room no just turn them on just the two just those two and try to check .
17:00
Speaker 2
I don't know where to put this note. It's at the top of the step and the other one, the first child node is at the bottom of the step on a disc. So yeah, but I don't know where to I don't know where to put it. If it just taps up the steps and it's not getting a signal, or do I move it further away? First person, yes.
17:00
Speaker 1
Check your house, ma'am. Yeah, try to check the other location if the connection is good. Because it could be as well, ma'am, that you have like an extra node. So, instead of the one extending the signal, sometimes it can cause interference instead. Yeah. if I this is the thing of other work around that you can do, mom, is actually to make this one as a wired child mode, so you have connect, to connect this one by a cable to the nearest node. Yeah, that's like the other work around that we can do with this node. Yes, if, the connection is still not good. Yes, we can see since we swap this one, it works fine if you bring it downstairs, it has something to do with the environment on this specific location. Hmm.
18:00
Speaker 2
deal or something. okay, I used...babe A table. Okay, okay, I'm moving it. I'm moving it to where I originally had it, which is sort of close to a window. And it's on the edge of a gate. But... thinkin'.
19:00
Speaker 1
Hold on, hold on, you mentioned you moved this over here, right? Yes, yes. But also right. Yes, yes, go ahead then. So yeah, if you move it close to the window, it becomes close again to the dressing room. Yeah, that's not. Yeah, but we can give it a try.
20:00
Speaker 2
Okay. The one upstairs is off. Now you want me to go downstairs and do what? I moved the no. Do you want me to. Yeah. You want me to cut it back on and see if that's better? Moved it, I moved it closer to a window and so and then see underneath here would be the dressing room one. So it might be able to pick up. Oh, no. Yeah. It be like above it, sorta. So this house's just
20:00
Speaker 1
Yes, but we can give it a try. It's okay, we'll have to try. [silence]
21:00
Speaker 2
Is old and big. [silence] All right is bootin up. [silence] I'm gonna be moving in six months. Yippee.
21:00
Speaker 1
okay. get. uh. oh, none. Let me just refresh. Yeah, it's not yet up. Yes. yes now, yes please. I'm sorry. I'm sorry. Yes, it is. Sorry.
23:00
Speaker 2
Okay, we have a white light. Okay, hold on. I'm gonna wait until. Come on now. I gotta have it off. You're moving my mouse. All right. All right. Off and back on.
23:00
Speaker 1
Okay, good. Yeah, I think it's down. Okay. There's, yeah, yes, yes. They got a 52. Connected to op-hall.
24:00
Speaker 2
All right to States. All right. that's better negative 52. I mean that wall right there where the staircase comes up it might have some steel on it. would steel block it.
24:00
Speaker 1
Yeah. Yeah, it's due one hundred. Yeah, it's due 107. Yeah Yeah. Yeah.
25:00
Speaker 2
I don't know, lots connecting to Dobs in North Carolina. I don't know where that is. Yeah, I'll look at it.
25:00
Speaker 1
Yeah, I think there's no difference. Refresh this. Let me change the settings, man, to where it was. Connectivity. Did I disable something here? I don't know. I'll try to disable this.
27:00
Speaker 2
Firefox.
27:00
Speaker 1
Yeah, OK, so, yeah, it seems like there's no, no improvement on the signal, ma'am. How about this one, though? Is it OK with you, ma'am, if, yeah, so one other thing that we can try is we will try to enable or turn on the dressing room node and the, what's that other node? Yeah, that node that we turned off, this one, and the other one, and try to just leave this node off, because this seems to interfere the signal of these two nodes, because it looks like that we're getting a good signal earlier when connected to this node. So, just leave these two nodes turned on, then turn off this node. Then try to check your house, ma'am. If there's a Uh, location, uh, uh, uh, that has a weak signal? With this, uh, no, uh, it, turned off. Yeah, turn on. Yes, then turn off the app node, that the one that we swapped upstairs. Yes, just, Yeah, the app haul. Yes, that, uh, just leave it on because that is, Yeah the one, the original uh, huh. Yes, uh, so turned
30:00
Speaker 2
Okay, so... You want me to... Turn on the down in the dressing room? Okay. Up, with a down. It's off. That... Well, they're already off, so the only thing I've got to cut off is the up hall, right? So, the only one you've want on is... is the third. That's showing as the third, which is real. Okay. And then I'll turn everything... Everything else is off. Except for the router, of course.
31:00
Speaker 1
Yeah turn on the down. Yeah power them on. The down and dressing room. Then yeah this time. [silence] Yes the down and the dress dressing room node. Okay then turn off the uphhold node. [silence] For now. [silence] Yes. Yeah. Yeah I don't that mom. Turn it off mom the uphold node. [silence]
32:00
Speaker 2
you want me to you want me to turn them on okay I turned off the one that is currently upstairs which is called the up hall because we spoke okay now I'm going downstairs and do you want me do leave uh leave the child mode number one want me to leave that on uh
32:00
Speaker 1
or the third, yeah, turn off just the uphole mode. then then turn the other two. just leave the third, yeah, the third. ah, it doesn't matter, ma'am. ah, it doesn't matter. that's okay. it doesn't matter. Which one is first? [silence] Much better, mom, if you wait first until it turns white before you turn on the other one. Yeah. Okay.
33:00
Speaker 2
Paul is on the third. I've turned that off. okay. Turn them on. Okay, but which, which one, does it matter which one I turn on first? The dressing room first or? Okay. All right. Okay. All right. Okay, the dressing room is turned on. Do you want me to wait till that turns white before I turn the other one on? Okay, that's, that's what I thought, I was just asking for confirmation. [silence] I don't know when I'm going to do this in my next house. Of course, it'll be a new house. It'll be it'll be better. Sometimes, there's going to be it'll be hardwired so I won't have to string. So in theory, I should be able to just get by with two nodes in my new house right? Yeah.
33:00
Speaker 1
Ah, which one? Or what do you mean, ma'am? Oh, you mean the signal. Yes, the antenna, a of the node. Yes, so it's on the top, That's where the antenna is located. Okay. Good. Mm-hmm. Okay.
35:00
Speaker 2
The zone.
35:00
Speaker 1
Okay, mom, I think it's disconnected now.
38:00
Speaker 2
Okay here's white again. Okay here's white again. Well it's upstairs. Cut that node off. In my bedroom, near the dressing room. Mm hmm. Mm hmm. Mm hmm. Oh, ah. Shit. Ah. [silence] Oh! Oh! shit. Okay. We've back in my habit your habit. Getting some. juice.
38:00
Speaker 1
Hold on. Mm-hm. Yeah, I think it's trying to change the connection.
42:00
Speaker 2
Yeah, I just- I went to a football game.
42:00
Speaker 1
just can you try to run like a speed test on your phone, uh there is a speed test app on your phone, yeah can you try to run the speed test on your phone. [silence]
43:00
Speaker 2
Oh, okay, it wants me to go to that freaking app. Get the damn app. Oh, MA. [silence] I was. [silence] Oh, OK. It wants me to go to that freaking app. Get the damn app. [silence]
44:00
Speaker 1
And are you on the same location now with, are you next to the laptop right now? Yeah. I see.
45:00
Speaker 2
Okay. I am connected to the internet and it's got the Charlotte server. Okay, here we go. Hey. Go. Wow speed test is fine running devices on net. Wow, just wow. What the hell? Okay, I got a download speed of 436 and an upload of 322. I am next to the laptop, but I was also connected to 5g. Oh, it doesn't make any difference or not. But myphone's not [silence]. phones not fixed.
45:00
Speaker 1
Yes, yes, magical, because six G has weaker, or what would you call it, shorter range compared to five G.
46:00
Speaker 2
6G and 5G?
46:00
Speaker 1
We'll try to switch the connection from 6d to 5G, okay? Do they have the same Wi-Fi password? It's over 5G. Have this switch. Oh, it's ask for the password. Okay, I think it's I'm disconnected now. [silence]
47:00
Speaker 2
Okay. Yeah, just click on it. Yeah, just click on... I'm sure... That's all right. Okay.
47:00
Speaker 1
Yeah, it's much better, man. If you're connected to 5G, yeah, it has more speed.
48:00
Speaker 2
Mhm. Okay. All right. Do I need to take my laptop up there? That's okay. [silence]
48:00
Speaker 1
you can they'll tell your video yeah.
49:00
Speaker 2
Right hand. Uh... Why, I wanted to-putting my earbud... So i'm multitask. I can't carry... Other stuff...
49:00
Speaker 1
[silence]
51:00
Speaker 2
[silence]
51:00
Speaker 1
mm
52:00
Speaker 2
I don't tell you it's white. Let me just this. No, I'm going. Okay. Uh
52:00
Speaker 1
Yeah, it seems that it's, I it's still different. Yeah, so it appears, ma'am, that that is, that what you call this the uphold node is causing an interference. Yeah, with the signal. So, for this one, ma'am, I would suggest that you turn off that, the uphold node. Yeah, for now, then try to roam around your house, see which part has, yeah, you're getting a slow connection, then that's where you place the node. Yeah, because instead of it helping improve that connection, it appears that it [silence] blocks the signal instead. Yes, we can see. Yeah, we are capped at around 1191. 110 speed. So it won't get past above this speed. Yes. Yeah, we already swapped this one. Obviously, it is a working node. So at least we are able to find out that the node is okay. It's not defective. Just like the placement. Yeah, so what can I suggest, ma'am is for now, just use the two nodes for now. The dressing room node and the what you call this, the down, yeah, this down node. Then try to roam around your house, ma'am. See which location you're getting [silence] in good coverage.
54:00
Speaker 2
As long as the ones downstairs are...work, and I can, whatever...live with it. the energy is OK. But I don't know what the, what the deal is.
55:00
Speaker 1
A bad signal or a weak signal, then once you identify, then place the node from there. Do not place the notes too near from each other. Because it might cause interference because in the location where you usually, uh just like uh maybe around just check the signal strength now. Uh yeah, the good signal strength is at least uh 50. I cannot see it now. Yeah, just waited for it, like to update. If it's 50, like this one. Yeah, this one. This is 72, so this one is getting like a bad signal or weak signal. At least minus uh 65. Yeah, this one. This is actually the signal, we call it a signal strength. This is the connection this specific device. The device.
56:00
Speaker 2
What's... What's too near? What's too near? [noise] Uh huh. Okay. I don't know what that is. Yeah, I know about signal strength, but but that's not even a node, is it?
56:00
Speaker 1
Yeah, that's the device. I'm yeah, just I'm just showing you, ma'am, like an example on what to check. Yeah, at least minus minus 65. Just not below 50 because yeah, if it's below 50, that means there's uh, like overlapping of signal. Okay. Okay. Okay, so, yeah, so for now, ma'am, I would suggest that you, yeah, 65 uh 50 to 65. Yeah, at least 50 to 65. Yeah, to avoid uh interference. Okay, so, yeah, if you want a better connection, ma'am, just turn turn this off for now. This up call mode. Yeah, so you can then use the 5G connection. So you can get uh faster speed connected to these other modes.
57:00
Speaker 2
what a note is oh okay all right yeah okay I get it oh really all right so so I want I want the the RSS I to be what's strength between 50 and 60 okay all right okay
57:00
Speaker 1
Okay, then try to roam around your house to see which area has a weak signal then place the note on that location. Okay. Okay, yeah, so that's it. Ma'am, you're welcome. And, and thank you very much, ma'am, for your time and patience in hanging the call. I know it's already late, but yeah, I, I thank you for your patience as well. So I will now end this support session. Ma'am, so you can take control of your computer. And once again, ma'am, my name is Paul Bronx, is customer assurance team. Have a great day and stay safe. Bye bye.
58:00
Speaker 2
All right. I'll mess with it a little bit. All right. Thank you. All right. Thank you. Love you. All right. Bye.
58:00