V2 Rubric Detail — 142d31e2-759c-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 22:27
Duration
23m 34s
Contact
John Silva
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#LTS00135424
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Sysinfo from MX5500 Serial# 43K10M28C03528
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp3.57/5
Overall46.5% (-7.5)

V2 Grader Summary

The agent identified the intermittent disconnection symptoms and suggested a manual ping test, but did not resolve the issue nor follow a complete troubleshooting path (no factory reset, no remote diagnostics, no escalation). Ownership was only partially demonstrated, with no concrete next‑step timeline, leading to an ownership gap outcome.

V1 Case Analysis

Customer reports intermittent Wi-Fi disconnections and red-blinking parent node on MX5500 mesh system. Advised to run continuous ping test from laptop connected directly to modem to isolate issue. No serial number, warranty check, or router UI diagnostics performed. Customer to call back with results for possible firmware reflashing.

Troubleshooting Steps
  • Suggested continuous ping test from a PC directly connected to the modem
  • Discussed possibility of firmware reflashing of the parent node
  • Confirmed firmware is up to date and QoS is disabled
  • Asked about modem connection but did not perform further checks
Key Observations
  • Agent correctly identified the need to test the modem directly and provided accurate ping command syntax.
  • Agent did not collect product serial number or verify warranty status.
  • No deeper diagnostics (e.g., router logs, signal strength, channel interference) were performed.
  • Agent offered a vague follow-up ('you can call back') without scheduling a callback or escalation.
Positive Highlights
  • Acknowledged the customer's frustration and repeated issues.
  • Provided correct syntax for a continuous ping test.
  • Correctly identified that a parent-node failure can affect all child nodes.
  • Clarified that ipconfig /all was not the correct diagnostic tool and redirected to continuous ping.
Agent Errors / Gaps
  • Failed to verify modem connection or access the router’s admin UI for deeper diagnostics.
  • Did not collect essential case information (serial number, warranty status).
  • Provided only a generic ping test and did not guide the customer through node reboot troubleshooting.
  • Did not set a definitive follow-up or escalation plan, leaving the issue open.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the issue was fixed; only suggested running ping and possibly reflashing firmware later.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked the customer to run a ping test and connect directly to the modem, but did not perform a systematic set of diagnostics (e.g., check node LEDs, WAN IP, firmware version, factory reset).
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged the customer’s updated firmware and suggested reflash as a next step, which aligns with best-effort troubleshooting for an in-warranty device; however, did not initiate or commit to remote diagnostics or escalation despite persistent issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking red light on parent node and intermittent disconnections, and correctly inferred need to test modem stability, but did not ask about WAN IP, PPPoE status, or verify mesh topology.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available tools to verify the device status. For an MX5500, the agent could have used the cloud dashboard (linksyssmartwifi.com) to check node health and firmware, but relied entirely on the customer's verbal report.
T3 Met No misinformation conf 95%
Agent correctly explained the continuous ping command (ping -t) and its purpose for detecting timeouts, and accurately described how to interpret results.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the conversation going but had many long silences, did not set a clear agenda or timeline at the start.
C2 Met Confirmed understanding conf 90%
Agent adapted technical concepts (ping test) into simple terms, confirmed customer familiarity, and guided step-by-step without jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and documented notes, but did not commit to a follow‑up call and suggested the customer call back instead.
O2 Not Met Proactive follow-through conf 90%
No concrete next‑step timeline was given; agent said they might be available later and asked the customer to call back.
O3 Met Closure confirmation conf 90%
Agent referenced the prior technician’s actions and used the existing record rather than re‑asking for the same information.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Issue remained unresolved after limited troubleshooting; a higher‑level escalation (e.g., LTS) would have been appropriate but was not offered.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent apologized for the inconvenience and thanked the customer, maintaining a courteous tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s slower pace, repeated instructions, and used simple language.
X3 Not Met Overall experience conf 90%
Customer was asked to run manual ping tests and later call back; no effort was made to reduce the work (e.g., remote diagnostics, logging).
Call Transcript42 turns · 45 lines
Speaker 1
Hi. Hold on one second. I'm sorry. What was your name? I didn't want to destroy your name. Okay. Good evening. This is John Silva. I spoke to [3 seconds silence]correct.
00:00
Speaker 2
Mhm. Yeah, I just uh pulled up your record. So yes, it's John Silva and email address is JohnSilva NYC at gmail.com. So you have an MX 5,500 and are you calling for the same concern? Your connection is dropping. Mhm. Mhm. Mhm. Mhm. Mhm. Yeah. [silence] Sir. Mhm. Yeah. Yes. Mhm. Mhm. Yeah. Mhm.
01:00
Speaker 1
Um. Yeah. But one thing that didn't sound right that he said I should do is run ipconfig/allAll night. Does that sound right? [silence] Yeah. And he basically said connect my laptop to the internet modem. Run ipconfig/all continuously all night. And then when he called when he he said he'd called. Now I have my phone set up so that if your number isn't in my address book, it automatically gets sent to voicemail. November is enrollment [silence] [music]
02:00
Speaker 2
Yeah, I believe the previous technician did, uh, try to call you, but, uh, it was just a voicemail. So, let me. IP config slash all. OKAY. Oh. Mm-hmm. Yeah. [silence]
02:00
Speaker 1
I went months for insurance and last November I was getting calls from different places about enrolling when I already had and it was a nuisance. So that's when I set it up. I forgot that I didn't have link this number as part of my address book. But he wanted me to run I-P config slash all all night. [silence] Mm.
03:00
Speaker 2
Okay. Ipconfig slash alter. That is only for you to check the IP address. Maybe, um, he was referring to the continuous ping. Uh, like, uh, if you ping a website, like, ping slash, uh, ping Google.com Space or Facebook.com, or YouTube.com, uh, and then Space minus T. That is a continuous ping. It is to check whether you're getting, uh, uh,[silence] your Wi-Fi signal or, like, uh, if your, uh, Wi-Fi is turned on.
03:00
Speaker 1
Yeah, well he never he, he never mentioned those commands I double checked with him he told me connect your laptop to your internet modem open up command prompt and run IP config all night I verified that to make sure it was clear that didn't make sense to me because I'm an IT person I've never heard of that before [silence] Yes
04:00
Speaker 2
time out. when we say time outs or where you're getting this connection. Okay. Okay. alright maybe he was referring to actually it should be the continuous ping for you to check if there's a like a time out or disconnection from your from the modem. So he he told or he advised you to connect your computer straight to the modem to verify if light There's if the connection is stable or not. That what he's trying to do. So, um, based on the logs that you've sent, sir, um, you have three child nodes, right? And one, so you have four nodes in total. Okay. Mhm. Okay, and so all of your devices are having the same issues. They're they're uh, getting disconnection or slow your your, yeah. Mhm.
04:00
Speaker 1
Like every... 10 days on average. Um... watching TV and I start buffering a lot. I check the um I check the mother node, as I'm gonna call it, the one that's hooked into the internet modem. The the connection light on the node is blue. Eventually, it stops buffering, but then maybe 15, 20 minutes later, it stops working. When I go back into the living room to check the node, it's red. It is is blinking red. That kind of tells me that the node is rebooting. The parent node.
06:00
Speaker 2
OK. Modem, yes, yes. [silence] Is that on the parent node or one of the child node?
06:00
Speaker 1
I'm saying everything is fine on our end. directly to the modem. No. I'm going to have to do that after hours, cuz I got two sisters who are constantly watching TV, and if I'm going to disconnect the router from.
07:00
Speaker 2
Oh, I see. But did you test or did you observe the connection from the modem, sir? Like, have you tried connecting your computer straight to the modem and run some tasks? If not, directly to the modem? Okay. Yes, I understand. Yes. Well, what we can do from our end, sir,
07:00
Speaker 1
Yes. And the firmware is up to date according to the software. Yeah. Prioritizing is disabled. Basically when I set up the mesh routers, I kept all the defaults, except, and I mentioned it to the person I spoke to yesterday, I changed the third octet of the IP address of the modem.
08:00
Speaker 2
based on the uh on your previous records uh the firm where right now all the nodes are online, right? It's just that, that's your, yeah, your concern is it's up to date. And uh the, the uh device prioritization on the router settings is enabled or that is disabled?
08:00
Speaker 1
Yes, 192, you know, I told them that, I told them the reason why I did that is because 192.168.1.1 is common. A lot of people know what that IP address goes to. So I kind of made it a little bit more difficult, so that they couldn't get into the router. Yeah, that was, that was the only change that I did. She said, But I want, uh, together, they make $200 a week.
09:00
Speaker 2
[silence] on on each nodes. Mhm. Okay. the reason why we need to verify your modem connections, especially if you have spectrum, because we've been getting a lot of complaints from Spectrum lately, recently. And most of our customers are having intermittent connection. So the reason why we ask the customer to connect their computer straight to the modem,
10:00
Speaker 1
OK. Mm. OK. I'm going to do I'm going to cut? No, go ahead. I'm sorry. I'm going to connect my laptop to the internet modem and run IP config /all. Does it have to be continuously all night or just? [silence]
11:00
Speaker 2
To observe the connection, the internet connection, if it's stable or not, because the router connection relies on your modem. So, if the connection from the modem is unstable, then the router will keep on disconnecting as well. That's why we need to ask if the modem does have the same problem, or it's just your router Internet. [silence] What do you think was the problem? [silence] Okay. [silence] That's okay. [silence] Anything? [silence] How? [silence] Okay, [silence] again. [silence] We'll try to see if it's just your problem, just your router or it will cause the problem on the modem as well. [silence] Anything? [silence] Okay, then we'll continue [silence] our discussion. [silence]
11:00
Speaker 1
Jeff, I haven't used that command. I haven't used that command in a very long time. Really long. You said the command is ping? Yes, yes I do.
12:00
Speaker 2
pink test. Actually, it's a it's a command. it's a method to measure the the possible amount of data received and response. So that ping test will also check um the uh the latency. um if there's any disconnection from the uh from the modem. So if you're getting time out, you would be able to see that on the the continuous thing. So to do the continuous things, or you may type in ping P I N G. Are you familiar with this command? yeah. P for Peter I N G. Oh, I see. mm-hmm. Yeah, but you know how to open the command prompt, right? yeah. So, yeah. on the command prompt just type in ping P I N G
12:00
Speaker 1
Mm-hmm. The... mm-hmm. Okay, okay, but I have my laptop, I have my laptop connected to one of the nodes, not directly on to the router. Does that matter? How do I go? Dm? Ah, ah... I gas space. Uh,
13:00
Speaker 2
and G and then space. And then you may put in any website will do. okay you can actually use the www.yahoo.com. and then space. minus T. T for Tom. You may actually try that right now. yeah. You may try doing it right now. yeah. yeah. uh that's fine. that's fine. you may try to test it right now. um just to check if you're doing it uh correctly.
13:00
Speaker 1
Can I put www.the,website.com/ Object 1092, 573? OK. OK, I'm pinging [silence] my old, the place where I used to work. And I'm getting replies. [silence] The line says reply from 23.36.61.87 bytes received [silence] 23.31.86.10.24 [silence] 22.43.14.91 [silence] 12.61.86 [silence] 23.31.14.92. [silence] 23.31.14.91.40.62.1 [ silence]
14:00
Speaker 2
www dot any website, sorry. You may put www dot google.com or yahoo.com. Any website will do. Space, minus t for tom.
14:00
Speaker 1
[silence] equals 32 time equals [silence] [silence] um it varies it's in the 50s low 60s millisecond TTL equals 49 on all of it. Okay. [silence] How long do I have to run this? I need to [silence] [silence] He's waiting to get a response. [silence] Okay. That that one hour I can do. The fact that um the guy that spoke the set all night that that was like
15:00
Speaker 2
Okay, yes. So that is what we call the continuous pinger. So you would be able to tell if the connection is if there's a connection if you're getting replies, but if you see timeouts, then that means there's disconnection. Well, you can actually check by again connecting your computer straight to the modem. You can run it for like an hour and check if you're getting disconnection. Yes, not really have to do overnight.
15:00
Speaker 1
I can't do this. I was running on like four hours sleep the night before. Okay. Okay. Let me control C to stop this. Uh packets, sent 105. received 105 lost equals 0. Minimum 45 milliseconds. Maximum 114 milliseconds. Average 55 milliseconds. Okay. I'll do that um tomorrow. Everyone goes to bed early here. Um they go to bed like around 10:30, so And I can run this just to reiterate an hour or two. Okay.
16:00
Speaker 2
Even just an hour, an hour or two, just to, just to check if, uh, yeah, there's, uh, there's a disconnection. So, so, Hmm. OK. Yeah, so so once you actually stop the ping test, yep, it will show you how many timeouts and how many replies you're getting. So, if, uh, yeah, an hour or two. [silence]
16:00
Speaker 1
once I give once I... I... Hold on one sec. One, two, three, four slot TVs and I have a Roku box attached to... Yeah, for the slot TVs, I'll look at it.
17:00
Speaker 2
okay all right so let me verify the subscription that you have from your internet provider is 1 gbps right okay so your you're your are you also having this connection from your laptop or just your just the smart TVs? how many smart TVs you have sir? oh you have Roku as well so all all of the smart TVs are having the same issues
17:00
Speaker 1
Yes. And my laptop, it's frozen a number of times as well. When this happens, yes. Um, I have an an Echo , uh an Echo dot, which is an Echo device. That stops working. Um. When I pulled out my iPad, that stopped working as well. Yeah. It's blinking red. Yeah.
18:00
Speaker 2
Oh, okay, I see. So even the laptop is also having some issues. Yeah, because you mentioned earlier that, the, the parent node lost, uh, its connection. So it goes red sometimes, right? Okay, yeah. Cause once the parent node goes red, all of the child nodes will, will also lost its connection too. So, all right.
18:00
Speaker 1
Um, Okay. Okay. I'm going to need handholding for that because I've never done that before. Um, would you oh, geez. I'm sorry. I'm in Florida. and I don't know if you can hear in the background, we're going through thunderstorms right now.
19:00
Speaker 2
Yeah. Let's just try to do that then, uh, Sir John first. Um, just observe the connection from the modem, okay, if there's any delays or if there's any disconnection or time outs from their end. Okay. So, if not then there's a need for us to probably update the firmware. Or, um, not really update, not the term updated, but you've already had the latest firmware. We may need to reload, okay, or reflash the firmware of the parent node. Um. Not a problem. [silence] Oh, I'm [mumble].
19:00
Speaker 1
Would you be able to give me a call back? So I can give you the information and we can go on to what the next steps are? Okay. Yeah. Are... are you documenting what the next steps should be? Okay. Okay.
20:00
Speaker 2
cannot hear actually the here. The noise, so Well I really cannot promise that Mr. Silva cuz we currently have a lot of calls so if I am available later on then I would be able to do a follow up call. But you can always give us a call back and yes, everything is documented here. Okay, everything is documented. So um the previous technician would be able to check that. I mean the next technician would be able to check that. Yes. Yes. I'll take note of that here.
20:00
Speaker 1
What are the hours of operation of your office?
21:00
Speaker 2
We're open up until 11 00 p.m. EST. Okay. Uh, open tomorrow? Uh, okay, yes. Sir, it's actually 8:00 a.m. EST. Okay. All right. Okay, not a problem, sir. So, yes, will there be anything else you would need?
21:00
Speaker 1
No, that was it. [ silence ] Okay. Is there – [ silence ] Final question. Is there a way when I'm running this command that it can store the results in, like, a file that I can send to Linksys? Okay. I just have to, once I stop it, I got to go through the entire thing and see if it got disconnected and how many times it got disconnected. Okay. [ silence ]
22:00
Speaker 2
that you need help with, sir? All right then. So I thank you so much for your time and we apologize again for that inconvenience. So just please observe first the connection from the modem and after you do that, uh if everything else is okay, then just give us a call so we can track your parent node again and have its firmware reflashed and do some advance test. Mm-hm. Oh no, sir. Yes.
22:00
Speaker 1
Okay. All right. Okay. I'll do it tonight then, yeah. Thank you. You too. Thank you. Thank you very much. [silence]
23:00
Speaker 2
Yeah. Maybe you can do a screenshot or, uh, yeah, and then send it to us, but, uh, we cannot, like, record. Um, um, I'm not sure with the command prompt, but I don't think they can record that. There's an option to save it. Yeah. Okay. All right. Thank you again. Yes. Thank you for your time, Sir John, and thank you for calling, Linksys. This is Zippy. Do have a great night. Take care, sir. Thank you. You're welcome.
23:00