V2 Rubric Detail — 275bf708-5f99-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:11
Duration
14m 25s
Contact
Stephen Pruneri
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00115573
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping internet connection
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall60.2% (+4.2)

V2 Grader Summary

The agent correctly escalated a recurring, unresolved hardware issue with full handoff details and maintained ownership, meeting escalation and communication standards. However, no active troubleshooting was performed, and empathy for the customer’s repeated frustration was insufficient, leaving the problem unaddressed during the call.

V1 Case Analysis

Customer reports MX6200 child node fails to reconnect consistently, requiring relocation and overnight power cycle. Agent confirmed partial serial ending 9920, found only old log (March 13), escalated to Level 2 (ticket 115573), sent email with callback expected in 2–3 hours. No troubleshooting performed.

Troubleshooting Steps
  • Checked system logs (only old log from March 13 found)
  • Confirmed partial serial number ending 9920
  • Placed call on hold to retrieve Level 2 notes
Key Observations
  • Customer was highly frustrated and repeated concerns about missing logs and repeated outages.
  • Agent did not perform basic node troubleshooting (reset, re-pair, placement verification) despite clear symptoms.
  • Agent placed the call on hold and escalated without confirming email receipt or validating customer access to logs.
  • No full serial number collected, impacting warranty and device lookup.
  • Call lacked empathy and proactive control, allowing customer to dominate the narrative.
Positive Highlights
  • Identified the correct product model (MX6200) early in the call.
  • Created a ticket (115573) and provided the number to the customer.
  • Escalated to Level 2 promptly after consultation.
  • Sent an email summarizing escalation details and callback timeframe.
Agent Errors / Gaps
  • Did not collect full serial number (only partial ending 9920 at [05:00]).
  • Did not attempt standard troubleshooting steps for a mesh node (reset, re-pair, signal check, placement verification).
  • Failed to confirm whether the customer received the escalation email (at [13:00]).
  • Spent excessive time on hold without updating the customer or driving next steps.
  • Did not validate customer's claim about automatic log uploads or explain why current logs couldn't be retrieved.
  • Showed minimal empathy despite clear customer frustration (e.g., 'I'm done messing with this' at [07:00]).
  • Did not set clear expectations about what Level 2 would do or how long resolution might take beyond the callback window.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
The customer's core issue (child node failing to reconnect) was not resolved during the call; escalation was the outcome, not resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not perform any new troubleshooting (e.g., LED check, reboot sequence, pairing verification); relied solely on reviewing old logs without diagnostic engagement.
R3 Met Correct resolution path conf 96%
Given repeated hardware-like symptoms, prior escalation, and customer frustration, escalating to Level 2 was the appropriate path per KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No diagnostic questions were asked about current node status, LED behavior, or recent reboots; no attempt to isolate cause beyond referencing outdated logs.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used system logs (relevant tool), but failed to use or request remote diagnostics, local interface checks, or LED status confirmation required for hardware fault assessment.
T3 Met No misinformation conf 98%
All provided information (log date, escalation process, callback window) was factually accurate and consistent with support policies.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set expectations for hold and callback, but long silences, minimal interaction, and lack of active guidance reduced call control effectiveness.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, confirmed contact details, and matched the customer’s direct communication style without unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, escalated appropriately, followed through with email and ticket number, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 96%
Clear next step (Level-2 callback in 2–3 hours), ticket number provided, and email sent with details; customer confirmed receipt.
O3 Met Closure confirmation conf 95%
Agent referenced prior Level-2 involvement, existing ticket, and previous log submission, demonstrating awareness of case history.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
Escalation was justified due to persistent node connectivity issues, suspected hardware defect, and customer’s expressed frustration after multiple failures.
E2 Met Escalation prep & handoff conf 97%
Escalation executed properly: correct team (Level-2), ticket number given, callback timeline communicated, and email sent with full details.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not explicitly acknowledge the customer’s repeated efforts or frustration; missed empathy opportunity despite clear emotional cues.
X2 Met Tone & rapport conf 91%
Agent maintained a calm, professional tone, adapted to the customer’s urgency, and kept engagement without defensiveness.
X3 Partially Met Overall experience conf 87%
Avoided re-asking basic info and sent email proactively, but required customer to wait hours for callback without immediate relief, limiting effort reduction.
Call Transcript17 turns · 22 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys Technical Support. My name is Nellie. How can I help? [silence] [silence]
00:00
Speaker 1
[silence] Oh yes, it is the 6200. Yes, that's right. That's correct. Okay. We have the logs given that multiple times. The first time you guys said, you never got the logs. Second time you guys assured me you get the logs. I had two outages last night. I try to I just try to simply restart them, reboot them, unplug them for a while, plug them back in, the second node did not come back up at all. The first node was very, very slow, meaning very slow performance. I checked with my ISP. My ISP said there was no issues. Again, same thing. So I finally unplugged the one node overnight, the child node. Tried to plug it back in the morning, still did not connect.
01:00
Speaker 2
Okay, and you have two of these routers, correct? Okay. And, um. Mhm. Mhm. [silence] Mhm. [silence] Mhm. Mhm. Mhm.
02:00
Speaker 1
I moved it into the office next to the parent node, rebooted, you know, rebooted it again, it finally connected. Um, but again, this is not something that is sustainable. I cannot wait for you guys to, you know, continue to diagnosis. There's the fact that I have to unplug this overnight, move it next to the parent node every single time to re-sync it, doesn't make any sense to me. You should be able to restart the network and they should sync back up. They should pair back up. Uh, the two nodes are less than 15 feet apart with two walls separating them. Um, I, I don't know what else to do here, but this is not acceptable. There's clearly a problem with the child node. The child node used to be my parent node. You guys had me swap them, uh, thinking that would solve the problem, but there's obviously something wrong with the child node, to where it will not, it doesn't have the strength to connect to the parent node on a consistent basis. yeah you guys never you guys never got back to me I called back you guys said you never got logs they assured me that the logs would be sent so you guys should have logs from last night I have not I did not uh wipe these devices they are still intact all they were done was I either restarted them or powered them back up yep [silence]
03:00
Speaker 2
Oh, OK. I see. uh let me just uh double check the uh what are the things that you've done with the um the level two technician because as Chrispert checking here, this uh ticket that was raised like two month ago has been escalated, so let me just go ahead and check it. OK, I see. Uh let me just go ahead and check if I can pull up those uh system logs. OK. Uh let me uh check. [silence] One moment, sir. Just um I see another.... Okay. So the new parent node right now, sir, just please confirm it, it is the one that has a serial number that ends number 9920. Okay. Uh yes, I did see here. [silence] [silence] the system log that uh you sent. But this system log was actually updated last March 13.
04:00
Speaker 1
I don't know what that means. But you guys told me was that the router will automatically send you guys notifications when there's issues. I sent you guys something last night because I was so frustrated. I didn't want to call you guys in the middle of the night because you guys don't take calls in the middle of the night. So I sent you guys something directly from the router interface when I had a chance to send a log. You guys should have access to pull the logs from the routers. You guys promised me that whatever you guys enabled the last time I talked to you guys back in March, that you guys would get those automatically. I don't know what you guys got and you're trying to say you're unable to pull it. So, if I had tried to handle that issue from the middle of the night myself, fine. I mean, I'm not unreasonable person, but it works until March of this year. So you're just saying that you cannot grab the logs, correct? You cannot grab the logs. You're not able to pull it directly from the router interface that logs are stored with you. Which, if you take your time, you press one button and it downloads all of the logs. But you're telling me right now that you're not able to pull that log and the log show what my issue were with the router. Am I correct? Yes, correct. Yes. Of course, I only have time. Of course, the router was saved. All we need is a router with an issue. And you're telling me that your network person can't grab the log with that specific IP address, correct? Grab the log with that specific IP address, correct? Yeah. Yeah, YouTube, while Glenlun goes and checksifications.
06:00
Speaker 2
Yeah, this information or the system log that was sent to us. This system log was actually sent, um, this is not a new one, but this is actually an old system log. Guess this one is actually from March 13th of 2026 and uh huh. Uh huh. Uh huh.
06:00
Speaker 1
You guys need to figure that out. But here's what I'm telling you, I am tired of calling you guys trying to get the same issue with the same node. You guys had me move the parent to the child. The node I had problems with last night is the child. That is still a problem child. I had to physically take it into the office to sync it back up with the parent because it would not sync back up. I just simply restarting it or uh restarting the network. So you guys have to figure this out. I'm done. I'm done messing with this. Sure. Yeah.
07:00
Speaker 2
0, 0, 0, 0, okay. Yes, sir. and uh sir can I put the call on hold for about three to five minutes? Yes. because um because I did actually need to uh reach out the previous level to technician who you spoke to um regarding uh with some notes that he has on the uh on your ticket. So please stay on the line. Okay? 0, 0, 0, 0, oh 0.098.
07:00
Speaker 1
Yeah, but I hope it doesn't get disconnected.
08:00
Speaker 2
Sir, is this your best cell phone number? Okay. Okay, thank you so much, sir. So, uh, if you could just please stay on the line, I'll get that to you.
08:00
Speaker 1
Yes. Yes. Can you guys send me a
10:00
Speaker 2
Okay. Hello, Sir Stephen. Thank you so much for patiently waiting on the line. So I have already spoke with our level two technicians. So I'll be escalating this ticket once again, so that a level two technician can coordinate with the ticket and they are the one who is going to call you back. now since um they are all engaging in a call as of the moment. So just to set the proper expectation. So they might going to call you for about after two to three hours. So just keep your lines open. so just keep your lines open. Okay. Okay. So your ticket number, sir. Uh maybe you can take note of this. That is 115573.
10:00
Speaker 1
email this so I have record of it, cuz like I said, I'm done messing with this. Like I I'm over it. So can you guys just send me email? sure.
11:00
Speaker 2
Oh, yeah, absolutely. Uh, can you stay on the line there so that you can confirm that you received the email? 155 7-3 Okay. Give me. okay and there you go sir Stephen I just uh send you an email with the um escalations and where can they call you and the estimated time frame of the callback it's all there so you can just respond to that email so that um we will know um like you know whenever we if we can't or if you can't answer the callback then you can just easily reply to this email and let us know on when um is the betterTranscript: "
11:00
Speaker 1
I mean, I'm ready now. So I'm just, I'm recording back, I'll be calling back. I look forward to your call ASAP. There you go. Thanks. All right, later. [silence]
14:00
Speaker 2
okay? Oh, yeah. Okay, thank you so much, thank you so much. Sir, have a good one. Okay? Keep your lines open. Bye bye for now.
14:00