V2 Rubric Detail — 28da446a-6f69-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 01:08
Duration
10m 27s
Contact
914-960-4175
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.25/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall5.6% (-16.4)

V2 Grader Summary

The agent failed to identify or resolve any customer issue, delivering only a generic LED explanation with minor inaccuracies. No troubleshooting, ownership, or customer-centered communication occurred. The interaction lacked call control, empathy, and next steps, resulting in an unresolved outcome.

V1 Case Analysis

Customer asked about LED meanings; agent gave inaccurate, generic explanation without collecting model info or troubleshooting.

Troubleshooting Steps
  • Provided generic LED color definitions
Key Observations
  • Agent never asked for the product model or serial number (critical protocol failure).
  • No attempt to identify the specific symptom, topology, or customer context.
  • LED color explanations contained factual inaccuracies: 'solid amber' used for weak signal, but per KB (led_intelligent_mesh_consumer.md and led_cog_mesh_group_a.md), the correct color is solid yellow for consumer models and solid white for SPNM/Cognitive Mesh.
  • Misstated blinking red meaning: claimed it means 'checking your parent node for details' — per KB, blinking red means either modem/cable issue (parent) or disconnected from parent (child), not 'checking'.
  • Call lacked any troubleshooting flow, validation steps, or closure plan.
Positive Highlights
  • Spoke clearly and at a steady pace while describing LED meanings (05:00–06:00).
Agent Errors / Gaps
  • Failed to collect essential product information (model, serial, warranty).
  • Provided inaccurate LED mapping: used 'amber' instead of 'yellow' for weak signal state, contradicting KB guidance.
  • Misinterpreted blinking red LED: incorrectly stated it means 'checking your parent node for details' — per KB, it indicates a disconnection issue requiring action.
  • Did not engage the customer with questions or confirm the issue.
  • No resolution path or next-step was offered.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent provided no resolution to a defined customer issue; the interaction was a monologue of LED meanings without addressing a specific problem.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed or requested; agent did not diagnose or investigate any issue.
R3 Not Met Correct resolution path conf 97%
No assessment of product status, warranty, or appropriate resolution path was made; agent defaulted to generic information.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify symptoms or ask diagnostic questions; instead, delivered a generic LED overview.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools were used or required, as no troubleshooting or diagnostic process was initiated.
T3 Partially Met No misinformation conf 92%
Most LED meanings described are generally correct (e.g., solid blue = online), but 'amber' is used instead of 'yellow' per KB, and blinking red on child node mischaracterized — should indicate disconnection, not 'check parent details'.
Communication
C1 Not Met Clear & professional language conf 97%
Agent launched into a monologue without framing the call, setting expectations, or maintaining control through interaction.
C2 Not Met Confirmed understanding conf 96%
No adaptation to customer’s level; information delivered in a one-size-fits-all technical monologue without comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership of a case or problem; no responsibility taken, no transfer, no follow-through.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or commitments established during or at end of call.
O3 Not Applicable Closure confirmation conf 94%
No prior case history referenced or observable; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation made and none warranted due to absence of a defined technical issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No expression of empathy, acknowledgment of frustration, or personalized engagement; entirely transactional tone.
X2 Not Met Tone & rapport conf 95%
Tone and pace remained static despite lack of customer input; no adaptation to potential confusion or emotional state.
X3 Not Met Overall experience conf 96%
Added effort by delivering unsolicited, generic information without resolving a specific customer need.
Call Transcript2 turns · 4 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 product, 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.
00:00
Speaker 1
[silence] So you're setting it up with 401 this guy is applicable for the following link systems. from the back. that's like the classic less node as a single LED lights in front or on top. that light changes color and behavior to show you things happening with your network, whether everything's running smoothly or if there's a problem to see. [silence] If the LED is solid purple, it means that the node is powered on and ready for self. If the LED is blinking purple, it means that a setup is in progress. If the LED is solid blue, it means that the router is online or the internet and everything is good. If the LED is blinking blue, it means that it is booting up or WPS pairing is in progress. If the LED is solid amber, it means that the child node has a weak signal. moving in closer to another note. If the LED is blinking amber, it means that WPS pairing has failed. If the LED is solid red, it means that there is no internet. Check your modem and the cables. If the LED is blinking red on a parent node, it means that it is not connected to the modem. Check the ethernet cable going from your link this node or router to your modem. If the LED is just blinking on a child node, it's checking your parent node for details. Visit the official link for support.
04:00