V2 Rubric Detail — 29f4d820-6464-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:34
Duration
18m 26s
Contact
Earl Aldridge
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00132859
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Adding new CN

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall91.4% (+33.4)

V2 Grader Summary

The agent successfully continued an escalated case, used remote diagnostics to validate all mesh nodes were online with solid white lights, and resolved the blinking red node issue through logical troubleshooting. While no formal follow-up was scheduled, the agent advanced the case significantly and demonstrated strong ownership, technical accuracy, and communication. The outcome is partial resolution due to lack of final performance verification or explicit closure.

V1 Case Analysis

Customer reported a blinking red node on an MX6200 mesh system. Agent used Zoho remote session to access router, identified the problematic node, and instructed power-cycle and relocation. All nodes now show solid white LEDs. No model/serial/warranty collected; resolution not validated with speed or signal checks.

Troubleshooting Steps
  • Initiated Zoho remote session to access router admin interface
  • Verified node list and identified problematic node with blinking red LED
  • Instructed customer to power-cycle and relocate the problematic node
  • Confirmed all nodes displayed solid white LEDs post-action
Key Observations
  • Agent did not collect product serial number or verify warranty status, despite troubleshooting hardware issues on new nodes.
  • Use of Zoho remote session is non-standard and not an approved Linksys support tool.
  • No validation of resolution (speed test, signal check, or connectivity confirmation) was performed.
  • Customer mentioned Ethernet backhaul for one node, but agent did not assess or confirm topology implications.
  • Communication was fragmented, with long silences and unclear instructions.
Positive Highlights
  • Agent took ownership of an escalated case and proactively initiated remote access to diagnose the issue.
  • Correctly identified the problematic node and guided the customer through power-cycling and relocation.
  • Confirmed presence of all nodes in the mesh network via admin interface.
  • Achieved solid white LEDs on all nodes, indicating a likely resolution to the immediate issue.
Agent Errors / Gaps
  • Missing required protocol steps: no collection of serial number or warranty status.
  • Used unauthorized remote access tool (Zoho), violating security and support protocol.
  • Failed to validate the resolution with performance or connectivity testing.
  • Did not confirm correct topology despite customer mentioning Ethernet backhaul.
  • Did not provide clear follow-up guidance or self-help resources.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed all nodes were present in the system and observed solid white lights on all units, including the previously blinking red node which later turned white; however, no explicit confirmation of full functionality or performance testing was completed.
R2 Met Diagnostic thoroughness conf 95%
Agent used remote access to verify node presence in the system, reviewed logs, identified a relocated node as the cause of disconnection, and guided the customer through relocation and reboot steps — all relevant and logical troubleshooting actions.
R3 Met Correct resolution path conf 90%
Agent continued remote diagnostics and node validation without prematurely escalating or dismissing the case; given the customer had already been escalated and was receiving follow-up support, this represents appropriate in-warranty troubleshooting progression.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the blinking red light symptom, correlated it with node relocation, checked system logs and node topology, and logically deduced the disconnection was due to network reconfiguration after movement — demonstrating root cause analysis.
T2 Met Appropriate tools / resources used conf 95%
Agent used Zoho remote session to access the router interface and logs — an appropriate tool for diagnosing mesh node status and connectivity issues remotely.
T3 Met No misinformation conf 95%
Agent correctly advised power cycling and relocation of nodes, consistent with KB guidance for recovering offline or blinking-red nodes after movement.
Communication
C1 Met Clear & professional language conf 90%
Agent established control by referencing prior case ownership, initiated remote access smoothly, maintained direction throughout, and managed transitions between diagnostic steps effectively.
C2 Met Confirmed understanding conf 90%
Agent used clear, simple language, addressed the customer respectfully as 'sir', adapted explanations to observed conditions (e.g., explaining RSSI drop due to distance), and confirmed progress verbally.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent explicitly stated they had taken over the escalated case ('I immediately like, yeah, take the case') and handled it end-to-end without transfer.
O2 Partially Met Proactive follow-through conf 85%
Agent did not set a formal timeline or follow-up commitment, but did provide actionable next steps (relocating nodes, observing light status) that advanced resolution.
O3 Met Closure confirmation conf 95%
Agent referenced the prior escalation and ticket status, avoided re-asking known information, and built upon previous work — demonstrating full continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — the agent was continuing an already-escalated case and making progress toward resolution.
E2 Not Applicable Escalation prep & handoff conf 95%
No new escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged the customer’s repeat contact positively ('I appreciate that') and demonstrated patience and professionalism throughout a complex multi-node issue.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s conversational pace, used affirmations ('okay, good'), and maintained engagement through technical steps without losing the customer.
X3 Met Overall experience conf 90%
Agent reduced customer effort by using remote access to view logs and node status directly, avoiding the need for the customer to describe interface details or take screenshots.
Call Transcript24 turns · 27 lines
Speaker 1
This is links. technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links. specialist. Hello. Hello, sir. Can you hear me? hello, this is Paul from links. Can you hear me now, sir? oh, okay. Yeah, I try. Yeah, I don't know, sir. What happened, sir? So what I did is I like just be like in my what you call this? My phone, yeah? Our deep phone. Okay. Good. So can you hear me find, sir? Loud and clear? Okay. Good. So, yeah, just want to confirm, sir, you have now the you just received the three notes, right? Yeah, the three new notes. Mm-hm. [silence] Paul Custom note: Can't give you a name.
00:00
Speaker 2
Hello. Wow. Yes. Yes. I can hear you. Yeah. What happened? Again. Right. And then, the, uh, I called. I called in. I called in. and, uh, the person I talked to at first was having some problems connecting the child nodes.
00:00
Speaker 1
Yeah, uh, another job. Mhm. Hello. Mhm. Yes, yes, uh, is it okay with you if I do again, sorry like a remote access to your computer like what we did yesterday? Yes. Okay. All right, so okay. Yes. Yes, sir, yeah I actually took over the case. Yeah. Because when I saw that it's you, yeah, it's escalated, yeah, it's on our queue, so I immediately like, yeah, take the case. As in, yeah, I already handle the case. Yeah, it's, yeah, welcome, sir. It's easier actually to troubleshoot. Rather than you explain all over again. So much better.
01:00
Speaker 2
but once we got off the phone, the notes paired. So they all have white lights, but can we check to make sure all of them are running properly? Oh, absolutely. Absolutely. Absolutely. Okay, hold on. Let me let me open up the internet. So you're the same person I talked to yesterday, huh? Wow. What the what the what the what? Thank you. uh, appreciate that. Wow. Wins with it. Uh, appreciate that. Uh, okay.
01:00
Speaker 1
case yes I'm already familiar with ticket okay so that's yeah so on the address bar sir please type join j-o-i-n dot zoho.com o-h-o c-o-r-r-e-c-a-c-h session ID 636 034 803
02:00
Speaker 2
I agree. Okay. So what do I put in in the Church bar address bar? Join hold on join.net dot. Zoho. Okay. Z Z O H O.com. Okay. Okay. There we go. ID session 6360348
02:00
Speaker 1
correct. Your name, [silence] then join session. [silence] Uh hun, okay. [silence]
03:00
Speaker 2
Okay. OK now a session. agree. Kindly. run. install the remote session.
03:00
Speaker 1
Oh yes sir I I'm in okay so I have now your yeah page open okay so this is what it can
04:00
Speaker 2
session. are you in? okay, great.
04:00
Speaker 1
Well, from Sir, all new nodes has a solid white light right now, correct? Okay. So, let's try to check out if we can see the nodes on the tool. Okay, ah, yeah, yeah. Can you type in your router password? Yes. Go ahead. Okay. There you go. [silence]
05:00
Speaker 2
Yes sir. Mm-hmm. Oh, our password, okay. Yes, yes. [silence]
05:00
Speaker 1
The speed. but you need to be connected to that motor. But you can check it once you like relocate those notes. So there is specific location okay hold on. So let me check something first diagnostics share router. Name of... it's not name of that. I'm trying to check the logs this router. [silence] logger.
06:00
Speaker 2
check the speed on this too now that I have all the notes yeah okay
06:00
Speaker 1
Let me try this and yeah, does the other way? on the top and that and one C. Can you type against your router password? Okay, that's hiding. Okay, thank you very much for the one search. Okay, all of them are here. Let me just check. Mm. Okay, so... Okay, so it seems that all nodes are actually present here, sir. Do you still have nodes, sir, that is... [silence] yeah, I [silence] It's 10.04 here. Do you still have nodes that is next to the parent right now? Like I mean next to the parent node. Yeah so that's why it has a very low RSSI so ... uh. Uh, yes, yes, I'm glad yes please. I think the issue here is that it's 10.04
08:00
Speaker 2
Okay. I have one child note next to the parent. Did you want me to put it, you want me to put it in its proper place? Okay. Okay. Okay. I'm running it downstairs. This one here goes into the theater room. [silence] been. [silence] with [silence]
10:00
Speaker 1
What notion is it sir? Is that one of the new the uh mx6y200? mm-hmm mm-hmm mm-hmm Yeah, that's okay. Mm-hmm Yeah, let's just give it some watch. Hopefully it will recover. How about the other one sir? The one that you just plug in? Is it re-rebooting now? Okay.
12:00
Speaker 2
[silence] [silence] Well, that uh I put into my studio. It's red. It's blinking red. It's blinking red. [silence] Yes. Yeah, all of 'em is up to 6200, but this one was white, and when I unplugged it and brought it down, [silence] Now, now let me tell you this. Yeah, I got this one hooked up. I have it into the ethernet, into the computer. That's how I, that's how I use the one from my uh computer down in my studio to have internet. But I never had a problem with that. I don't know why it's red, but it's red right now. That one's red. Let me see where the other one. Let me go check it.
12:00
Speaker 1
Turn it off. [silence] Turn it off. [silence] [silence] Okay, see, yeah, because the one that you relocate might be the node. [silence] Yeah, where the node that is on your studio is connected. So, yeah, obviously they will get disconnected when you relocate that node.
13:00
Speaker 2
that one there
13:00
Speaker 1
Yeah, yeah, it might get disconnected. Okay, and how's that other one, sir? The one that you just relocated? Does it have a solid white light now? Okay. Okay. Okay. Good. How about the one that is on the studio, sir?
14:00
Speaker 2
Well you said you just want to wait. It's blinking blue. It's blinking blue. Uh, let me go check. Okay, the parent node is white. The one in the master bedroom is white. The one in the living room is white. Now I'm going downstairs. I have a studio and a theater room downstairs. Okay, the one I just installed, it is, it's white. That's white. That good. Let me see. It is
14:00
Speaker 1
Then we waited for about 16 seconds, then we're turning it back off then. Okay, good. Yeah, yeah. Yeah, because I'm thinking so the one that is on the studio, yeah, it's connected earlier to the child node that we just relocated. Yeah, that's why it turns red initially. Okay, good. Yeah, can you go back. Yeah, can you go back to your computer? Yeah. Can you really like in the? Yeah, the system information page. Yeah, please type in the router password. Yeah, we need to check the new result. Check the result of the logs.
15:00
Speaker 2
It's white. Those are good signs. I'll say everything is white. Okay. So, everything is white. I'm here. I'm here. Okay.
15:00