V2 Rubric Detail — 2826d634-74bc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:44
Duration
12m 34s
Contact
John
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135387
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp3.57/5
Overall43.5% (+7.5)

V2 Grader Summary

The agent attempted to disable HomeKit and monitor node LED status but provided no systematic diagnostics, tools, or clear resolution. The issue remained open, no escalation was made, and while the agent showed basic empathy, call control and follow‑up were weak, leading to an overall unresolved outcome.

V1 Case Analysis

Customer requested to disable HomeKit integration. Agent navigated to Network Administration and toggled HomeKit off but did not confirm success. Nodes briefly blinked red then returned to solid blue. Call ended after extended silence with no verification or next steps.

Troubleshooting Steps
  • Navigated to Dashboard → Menu → Network Administration
  • Toggled HomeKit integration off
  • Observed node LED status (brief red blink followed by solid blue)
Key Observations
  • Agent navigated to the correct menu (Network Administration) to disable HomeKit integration, aligning with KB guidance.
  • No product model, serial number, or warranty information was collected.
  • Extended silence (7+ minutes) without explanation or customer update.
  • No verification that HomeKit integration was actually disabled after the change.
  • No closure, summary, or next-step plan provided to the customer.
  • LED behavior (brief red blink) may indicate temporary mesh disruption, but agent did not interpret or explain it.
Positive Highlights
  • Navigated to the correct menu (Network Administration) to address the customer's request, aligning with KB guidance.
Agent Errors / Gaps
  • Failed to verify that HomeKit integration was actually disabled after toggling the setting.
  • Did not collect product model, serial number, or warranty information.
  • Allowed extended silence without informing the customer of hold status or troubleshooting progress.
  • Did not provide a clear summary, next steps, or closure.
  • Failed to interpret or explain the significance of the child nodes blinking red during the change.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirms resolution; call ends with nodes blinking red and no verification that the issue was fixed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides customer through menu navigation and toggles HomeKit, but provides no diagnostic logic or verification beyond LED observation.
R3 Partially Met Correct resolution path conf 80%
Disabling HomeKit is a reasonable troubleshooting path, but agent does not assess warranty status or consider escalation despite prolonged failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (node LED status) and attempts a fix, but asks no diagnostic questions or investigates root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No use of web UI, remote access, logs, or other tools; agent relies solely on verbal instructions without confirmation.
T3 Partially Met No misinformation conf 90%
The agent instructs the customer to toggle off 'HomeKit integration' and wait for 'solid blue' lights. However, the provided KB (linksys_now_firmware.md, linksys_now_wifi_settings.md, etc.) contains no mention of a 'HomeKit integration' toggle or its effect on node LED status. This recommendation is unsupported by the authoritative reference.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent gives some direction (menu navigation, wait for node), but long silences and lack of clear next‑step framing reduce control of the call flow.
C2 Partially Met Confirmed understanding conf 75%
Agent uses polite language (“thank you so much”, “sir”) but does not consistently check the customer’s understanding or adjust terminology.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent stays on the call, does not transfer, and attempts to resolve the issue themselves.
O2 Partially Met Proactive follow-through conf 75%
Agent tells the customer to wait for the node to turn solid blue, but provides no concrete timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 90%
The transcript does not indicate any prior case history or hand‑off context to evaluate continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
The issue remains unresolved and the agent never escalates despite the lack of progress, indicating a missed escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly thanks the customer and apologizes for line issues, showing empathy and professionalism.
X2 Partially Met Tone & rapport conf 75%
Agent maintains a courteous tone but does not clearly adapt pace or verify comprehension throughout the call.
X3 Partially Met Overall experience conf 75%
Agent attempts to reduce effort by navigating the UI for the customer, yet the customer is left waiting long periods and asked to repeat steps.
Call Transcript5 turns · 9 lines
Speaker 1
This is linksys technical support calling this call is recorded for quality assurance please hold as we connect you to a linksys specialist hello sir John this is Elle from linksys hi sir thank you so much sir for answering the call back so um yeah where did we left off sir with the app earlier okay sir let's select sir go to dashboard Okay, that's good. So, at least most of your devices automatically reconnect, sir. They recognize the Wi-Fi name and password. So, I just need to just, uh, I just have to add some additional configuration, sir. Um, this is gonna be part of the isolation so we can observe the unit for at least 24 hours. So, um, let's go to the menu. Uh, the three lines on the upper right hand corner. And then scroll down, go to network administration. And then do you see, sir? Um, uh-oh, sorry, can you tell me what options do you see on the network administration?
00:00
Speaker 2
did you ever do three nodes nine devices yeah okay okay okay okay okay okay nodes automatic firmware update change router password and hint okay okay okay okay okay okay okay okay Okay. No interactions detected.
01:00
Speaker 1
okay okay okay that's good thank you so much I need you sir to toggle off the HomeKit integration okay Okay, all right. And then let me just double check that one here. And then go back straight to domain menu on the dashboard. Okay, and then, uh, give me sir, give me sir, a minute. I'll just need to confirm something. Stay on the line. Okay. Okay. That's fine. Oh, okay. It may take a while, sir, because we actually configure the home kit, so we disable that one. So, let's just just wait for the child node back to solid blue. So, I'll be back search real quick. Okay, that's good. So, um, let's leave it as it is for now to make sure that they remain solid blue and then
02:00
Speaker 2
Okay. It's back. Okay. Okay. Okay. The's both blinking red. though. But one is blue. Okay. They back. They're back to solid blue now. [silence]
03:00
Speaker 1
Just need to confirm something here. Stay on the line. Sir. For a while. Okay. Thank you so much. [KEEP_UNCERTAIN] [silence] Hello sir. [silence] Hi sir, thank you so much for patiently waiting. Ah, okay. Hello sir, can you hear me clearly? [silence] Um, [silence] I'm sorry sir, the line is actually [silence] I think it's on my end [silence] that the line is quite static. Give um, [silence] [silence]
04:00