V2 Rubric Detail — 2fbba88c-7fc7-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 21:01
Duration
9m 2s
Contact
Andrew
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137146
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add CN

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall54.1% (+14.1)

V2 Grader Summary

The agent provided a technically sound workaround by promoting a child node to parent but failed to confirm resolution or use diagnostic tools, resulting in a partial resolution. Communication gaps (e.g., hold management, urgency adaptation) and lack of tool usage limited full effectiveness, though ownership and empathy were maintained.

V1 Case Analysis

Customer reported two child nodes not connecting. Agent advised disconnecting the parent node and connecting a child MBE7000 directly to the modem as the new parent without a factory reset. Call ended without confirmation of success due to customer's time constraints.

Troubleshooting Steps
  • Confirmed power cycle had been performed
  • Proposed unsupported node role swap (child to parent) without factory reset
  • Placing customer on hold for verification (no new information provided)
Key Observations
  • Agent suggested an unsupported topology change: making a child MBE7000 the new parent without factory reset (contradicts KB documentation)
  • No verification of WiFi settings, admin access, or device model capabilities performed
  • Call ended abruptly due to customer's time constraints without resolution confirmation or next steps
  • No collection of model, serial, or warranty information despite being a troubleshooting call
  • Extended hold time without explanation or progress update
Positive Highlights
  • Acknowledged customer's time constraint (need to go to work)
Agent Errors / Gaps
  • Proposed an unsupported workaround (designating a child node as parent without factory reset) that contradicts Linksys KB documentation
  • Failed to verify customer access to web interface or knowledge of admin/WiFi credentials before suggesting complex changes
  • Did not confirm product model compatibility or topology requirements before advising role swap
  • Did not collect required case information (model, serial, warranty)
  • Left customer on hold for an extended period without explanation or progress update
  • Ended call without confirming outcome or establishing a clear next step

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent proposed swapping the parent node to resolve child node connectivity but did not confirm that the issue was actually resolved or that the child nodes reconnected after the proposed steps.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a power cycle and proposed swapping the parent node, but skipped key diagnostics such as checking LED states, error code meaning, or DHCP client lists before concluding.
R3 Partially Met Correct resolution path conf 87%
Agent avoided resetting the parent node to prevent affecting child nodes and proposed promoting the MBE7000 child node as parent — a valid workaround, but justification was not fully articulated (e.g., no reference to KB or product-specific guidance).
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (child nodes not connecting) and asked about Wi-Fi settings, but omitted critical diagnostic questions about LED status, error codes, and cable integrity.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (remote session, admin dashboard at 192.168.1.1, logs, or firmware checks) were used despite the need to verify node status, DHCP assignment, or connectivity.
T3 Met No misinformation conf 92%
Recommendation to avoid factory resetting the parent node and instead promote the MBE7000 child node as parent aligns with mesh best practices and KB guidance on node roles.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent placed the customer on hold without setting clear expectations for duration or reason, then apologized upon return but did not re-establish control or confirm understanding before proceeding.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language but failed to adapt communication to the customer’s urgency (work deadline), repeated 'Hello?' multiple times despite the customer being present, and did not check comprehension of complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent maintained ownership throughout, did not transfer the call, and proposed a specific resolution path (swapping nodes) without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 84%
Agent provided next steps (disconnect parent, connect MBE7000 to modem) but did not set a realistic timeline or commit to follow-up support after implementation.
O3 Not Applicable Closure confirmation conf 98%
No prior case history was referenced or observable; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred on this touch, and none was warranted as the agent continued handling the case independently.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent apologized for the hold and thanked the customer for waiting, demonstrating empathy and professionalism despite the interruption.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady tone but did not fully adjust communication to the customer’s time pressure or fragmented state, missing cues about urgency and confusion.
X3 Met Overall experience conf 89%
Agent avoided asking the customer to repeat known information and proposed a direct hardware-based solution (node swap) that minimized unnecessary steps and customer effort.
Call Transcript12 turns · 13 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, good day. This is Epi from Linksys. Hi there, Andrew. So sir, um yes did you plug in I mean were you able to uh access the page after we did the power cycle? Unexpected e no I can't. Hello sir? Hello? Sir Andrew?
00:00
Speaker 2
Hello? Yes. I tried. Yes. and it gave me the same error code.
00:00
Speaker 1
Sorry, okay, you're kind of breaking up, sir. Hello? Hello? Sir Andrew. Andrew? Hello, can you hear me? Okay, yeah, you're kind of breaking up. Okay. Yes, so it's still the same thing, right, even though we did a power cycle? Alright, sir, it seems that, um, yeah, we have no other choice but to reset the parent node to factory defaults. Can you recall the Wi-Fi setting of your, of the parent node?
01:00
Speaker 2
Yes. Okay. Yes.
01:00
Speaker 1
the the Wi-Fi settings of your network, like the Wi-Fi name, as well as the password the Wi-Fi password. It will be using the same um, settings, so as your your child nodes would be able to reconnect. Okay? Um, yeah, can we can can we connect the modem back to the parent node? So, connect the cable back to the internet port. Okay. Yeah, before you do that, certainly put you on hold for just about three to four minutes. I'll just have to verify something, okay? Because maybe there are other work around.
02:00
Speaker 2
The Wi-Fi is certainly This. Steps. That one. O.K. OK. Pivot Yes. Yes. I've done that. and then do a press the Yes Yes And Also I need to go to work. So when you come back I will have to wrap up so that I'm not late for work.
02:00
Speaker 1
Oh, okay. Okay. All right. Yes, I'm going to I'm going to put you in hold, okay? I'll just get back to you. All right, so. [silence]
03:00
Speaker 2
I'll wait for you but I need to go to work so I'll wait those five minutes for you to come back that's the problem I'm just letting you know that I have to leave for work soon so okay thank you you did not say anything I don't know I think let me just go back and look see the difference I'm sitting and I'm looking I see you'll set at the bottom. I thought baby. I just feel like you're back with this wife. You're so good. you have you you get to let me say she got my mom.
03:00
Speaker 1
[silence] Hello, Andrew. Hello, Andrew. Hello. Yes, hi, sir. Thank you so much for patiently waiting, sir. I apologize for the hold. I had actually verified this when with uh one of my colleagues, um even my immediate superior, okay? Um
06:00
Speaker 2
Yes, hello, hi, I I'm here, yes,
06:00
Speaker 1
we will not perform a reset on the parent node because all of the child nodes will get affected since uh right now um where the the the only issue that we have is your two child nodes they're not connecting. So what uh what better option that we can do here is to set one of your child node as the parent node. Okay. Um so we'll swap the node. Just disconnect your parent node. Okay. Disconnect this parent node. Just leave it off. Um yeah just just put it on the side. And connect well well we will just use the MBE 7,000 child node. Okay. We will connect that to your modem. Okay. We will set set it up as the new parent node. Okay. [silence]
07:00
Speaker 2
Yes. Okay.
07:00