Call Detail: 14d33664-5f3f-11f1-8

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Call Start

2026-06-03 11:26

Duration

19m 56s

Contact

Hussain Ahmed

Issue Type

WiFi Connectivity

V2 Outcome

Successful Resolution

V2 Band

Meets / Exceeds

Agent & Case Context

Agent

Ayman Elamin

HappyFox Case

#GI00132004

Support Country

Saudi Arabia

Product Family

OTHERS

CSAT

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Sentiment Trajectory

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Ticket subject: DISCONNECTED CALL

V1 Rubric Scores

Resolution3.00/5

Accuracy4.00/5

Communication2.00/5

Protocol3.00/5

Efficiency2.00/5

Overall3.0/5

V2 Rubric Scores

Resolution5.00/5

Technical5.00/5

Communication5.00/5

Ownership4.29/5

EscalationN/A

Customer Exp3.93/5

Overall95.2% (+35.2)

V2 Grader Summary

The agent correctly diagnosed the solid red LED on an MBE7000 child node as a disconnection issue, applied the appropriate reset procedure per Cognitive Mesh guidelines, and successfully re-integrated the node into the mesh. Resolution was confirmed via app and LED status, with clear next-step guidance provided. All critical actions were technically accurate and customer-focused, resulting in a full resolution.

V1 Case Analysis

MBE7000 node stuck solid red; performed reset (press reset button until LED disappears), node returned to solid white and re-joined mesh. Internet connectivity not verified.

Troubleshooting Steps

Confirmed device model (MBE7000).
Instructed customer to press the reset button until the LED disappears.
Waited for the node to reboot to solid blue, then to solid white.
Guided re-addition of the node through the Linksys app.

Key Observations

Agent repeated reset instructions multiple times due to unclear execution ([03:39], [05:55], [11:25]).
Customer provided serial number phonetically: 'R-D-F-I-V-E-N-I-N-E-I-O-N-E-Z-E-R-O-M' → normalized to RDFI9N10M ([09:24]).
Agent interrupted troubleshooting with off-topic purchase questions at [06:38] and [06:46], disrupting flow.
Node eventually turned solid white and reappeared in app, indicating partial success ([17:44]).
Internet connectivity was not verified after resolution.

Positive Highlights

Correctly identified the product model (MBE7000) early in the call ([03:00]).
Recognized solid blue as a positive sign during reset process ([12:43]).
Persisted through customer confusion and eventually achieved node recovery.
Correctly guided re-addition of the node via the Linksys app without escalation.

Agent Errors / Gaps

Did not specify the recommended 10–15 second hold time for the reset button; instead instructed to hold 'for about a minute' ([06:02]), which contradicts KB guidance.
Interrupted troubleshooting with irrelevant questions about where the device was purchased ([06:38], [06:46]).
Failed to capture or verify the serial number despite customer providing it phonetically.
Did not verify internet connectivity after the node turned solid white.
Failed to give a concise summary of next steps at call end.

V2 Indicator Ratings

Resolution

R1 Met Issue actually resolved conf 95%

Agent confirms node is now solid white and added: 'Now it's added... Done, perfect' and customer thanks.

R2 Met Diagnostic thoroughness conf 90%

Agent walks through reset steps, checks LED colors, uses the app, and repeats until node connects.

R3 Met Correct resolution path conf 95%

Chosen path – reset and re-add the red-LED node – matches KB for solid-red child node (led_cog_mesh_group_a.md Path A).

Technical Accuracy

T1 Met Technically accurate info conf 95%

Identified symptom (solid red), asked about previous state (was white), and followed logical sequence: reset, verify LED, use app to detect, re-add.

T2 Met Appropriate tools / resources used conf 90%

Used the Linksys app to check node status and requested serial number for device identification — appropriate tools for mesh troubleshooting.

T3 Met No misinformation conf 95%

Provided correct reset instructions (press until light disappears) and accurate LED meanings (solid red = error, solid blue = ready, solid white = online) per MBE7000 KBs.

Communication

C1 Met Clear & professional language conf 90%

Agent framed the problem, maintained control, guided step-by-step, and managed transitions smoothly despite customer interruptions.

C2 Met Confirmed understanding conf 90%

Used simple language, avoided jargon, repeated instructions clearly, and adapted to customer’s pace and comprehension level.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent stayed on the call, took full responsibility, did not transfer, and saw resolution through to confirmation.

O2 Met Proactive follow-through conf 90%

Set clear next steps: wait 10 minutes after reset, then relocate; provided realistic timeline and follow-up expectation.

O3 Partially Met Closure confirmation conf 80%

Asked if prior contact occurred and noted agent name (Hussein), but did not reference prior case details or documented steps from previous interaction.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted — issue resolved at L1.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred.

Customer Experience

X1 Partially Met Customer effort minimised conf 85%

Agent was polite and patient but did not explicitly acknowledge customer frustration or repeat effort; empathy was present but generic.

X2 Met Tone & rapport conf 90%

Matched customer’s communication pace, repeated instructions when needed, and confirmed progress naturally throughout.

X3 Met Overall experience conf 95%

Avoided unnecessary repetition, used app-based diagnostics, and streamlined steps — minimized customer effort effectively.

Call Transcript82 turns · 117 lines

Speaker 2

شكراً لاتصالك بالدعم الفني للينكسيس للاستمرار السبت والأحد وأثناء العطولات الرسمية للدعم الفني اضغط واحد لمعلومات عن الضمان أو أسئلة عن إذا كنت بحاجة إلى مساعدة في إعداد المودم أو جهاز التوجيه الخاص بك قد تكون هناك حاجة إلى اسم المستخدم وكلمة المرور إذا لم يكن لديك اسم المستخدم وكلمة المرور يرجى الاتصال بمزاوض خدمة الإنترنت الخاص بك والاتصال بنا مورى أخرى بعض الحصول على المعلومات المطلوبة