V2 Rubric Detail — 0bdda20e-7986-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 22:00
Duration
17m 58s
Contact
David Stephany
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136051
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_device reconfiguration_CNs are blinking red

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall43.2% (-12.8)

V2 Grader Summary

The agent did not perform any troubleshooting for the red-LED child nodes and simply told the customer to be on-site and call back tomorrow. No empathy, no tool use, and no escalation were provided, leaving the issue unresolved.

V1 Case Analysis

Customer reports two MX2000 child nodes showing solid red LEDs. Agent confirmed model and advised on-site reset/re-pairing. Callback scheduled for next day using case #136051.

Troubleshooting Steps
  • Verified customer identity and case number
  • Confirmed MX2000 model and red LED status on child nodes
Key Observations
  • Agent correctly interpreted solid red LED as hardware/connection fault (aligns with velop_wifi_connectivity.md).
  • No troubleshooting steps (e.g., power cycle, verify parent node status) were attempted despite parent node being functional.
  • No serial number or warranty status collected (protocol miss for hardware fault case).
  • Callback plan is valid but no self-help resources (e.g., KB article) were provided.
  • Agent did not acknowledge customer's inconvenience (being away from home).
Positive Highlights
  • Correctly identified MX2000 model and interpreted red LED as fault state per KB.
  • Accurately advised physical reset/re-pairing of child nodes (aligns with universal_mesh_node_management.md).
  • Provided clear next-step information (callback using same case number, support hours).
Agent Errors / Gaps
  • Failed to collect serial number and warranty status when relevant to hardware fault investigation.
  • Did not perform basic troubleshooting (e.g., confirm parent node is solid blue, suggest power cycle).
  • Did not provide self-help resources (e.g., KB link) for customer to review before callback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the red-node issue and told the customer to call back tomorrow without confirming a path to resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were performed; agent simply said the customer must be on-site to reset the nodes.
R3 Partially Met Correct resolution path conf 85%
Agent suggested resetting the child nodes and using the same case number, but gave no concrete instructions or alternative troubleshooting for out-of-warranty or remote options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked no symptom-specific questions and did not follow a logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI check, speed test, etc.) were used despite the issue requiring verification of node status.
T3 Met No misinformation conf 90%
The statement that the child nodes need to be reset is technically correct for red-LED nodes per velop_wifi_connectivity.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the call on track but provided only a minimal, vague next step and did not guide the customer through any process.
C2 Met Confirmed understanding conf 85%
Agent used simple, non-technical language and avoided jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent offered to keep the same case number and gave the customer a callback window, avoiding an unnecessary transfer.
O2 Met Proactive follow-through conf 90%
Agent said the customer could call back tomorrow and provided the support hours (8am-11pm ET).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact on this issue; no prior history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for the situation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent gave no acknowledgment of the customer's frustration or repeat-contact fatigue; no empathy was expressed.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a neutral tone but did not actively adapt to the customer's situation or emotional state.
X3 Not Met Overall experience conf 85%
Customer was asked to call back and be physically present, adding extra effort instead of attempting remote troubleshooting.
Call Transcript5 turns · 5 lines
Speaker 2
Welcome to Linksys support to ensure quality service your call may be recorded certain products will be supported while end of support products will have self-help options for 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
Well, I've already left my house by now, but let's see if you can figure it out. I have a case number, one three six zero five one. David Stephanie, S-T-E-P-H-A-N-Y email is D Stephanie 81@gmail.com. Yes. Yes, So I got the Internet cable, Modem finally connected, and now I [silence]
16:00
Speaker 2
Okay. Gentleman, can you first verify your first and last name and the email associated with your account? Mm-hm. Thank you so much, sir. And this is the best callback number, right? The one that ends in 5963? Okay. You're calling, sir, about the MX2000. Okay, so, um, how can I help you with this one, sir?
16:00
Speaker 1
I'm trying to get my, and one tower is connected that's hardwired to the modem, but the other two towers are are red instead of blue. But I left the house, so if you need me to be there, I'm going to have to call back tomorrow. Okay, I'll call back tomorrow. Alright, thank you. It's [silence]
17:00
Speaker 2
um yeah okay you actually really need to be within the nodes here because if those two nodes are blinking red and then the parent node that's connected to the modem is working so what we have to do on that one is yes we have to reset the child nodes so you can add it back to the parent node so you really need to be there so you can okay you can use the same case number sir to call back tomorrow and then we're open 8 a.m to 11 p.m Eastern time you're welcome sir have a good day okay take care uh... very good so far
17:00