V2 Rubric Detail — 330c6d10-6a90-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 21:04
Duration
16m 39s
Contact
Michael Malott
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication1.25/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall41.0% (+9.0)

V2 Grader Summary

The agent demonstrated ownership and technical accuracy in basic explanations but failed to resolve the underlying connectivity issue. Troubleshooting was incomplete, communication was often unclear, and no escalation was made despite the need for further analysis. The customer was left to send logs without a clear resolution path.

V1 Case Analysis

Customer reports intermittent child node disconnects. Agent used unapproved Zoho remote access, disabled node steering after password confusion, and requested network logs. No fix confirmation; follow-up pending log analysis.

Troubleshooting Steps
  • Initiated unapproved remote session via Zoho
  • Disabled node steering/client steering after password confusion
  • Captured before/after screenshots of node steering settings
  • Requested network logs for further analysis
Key Observations
  • Agent used unapproved Zoho platform for remote access instead of standard 192.168.1.1/myrouter.local
  • Confused admin password (default 'admin') with Wi-Fi password, causing access delays
  • Disabled node steering without verifying if the change resolved the disconnect issue
  • No model, serial, or warranty information collected despite troubleshooting a mesh system
  • Call ended abruptly without clear confirmation of issue resolution or concrete follow-up timeline
Positive Highlights
  • Identified node steering as a potential cause and disabled it per KB guidance
  • Captured before/after screenshots to document configuration change
  • Requested network logs for deeper analysis, aligning with escalation procedures
Agent Errors / Gaps
  • Used unsupported Zoho remote access method instead of approved local admin access
  • Incorrectly instructed customer to use Wi-Fi password for admin interface access
  • Failed to collect product model, serial number, or warranty status
  • Did not verify whether disabling node steering resolved the child node disconnect issue
  • No confirmation of upstream (modem) status or node placement validation
  • Did not set a concrete follow-up time or escalation path

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended the call without resolving the core issue of intermittent node disconnects and unstable signal, only instructing the customer to send logs and turn off node steering.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed limited troubleshooting (remote access, disabling node steering) but skipped essential steps like checking backhaul signal strength, node placement, or interference sources.
R3 Partially Met Correct resolution path conf 85%
Agent followed a reasonable path by collecting logs and disabling a potential software cause (node steering), but did not fully assess whether hardware or placement was the root issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (node disconnects, low signal) and acted on a possible cause (node steering), but failed to ask diagnostic questions about placement, distance, or interference.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used remote access (Zoho) and took screenshots, but did not use the router dashboard to check signal strength, backhaul quality, or node topology—key tools for this issue.
T3 Met No misinformation conf 95%
Agent correctly distinguished between admin password and Wi-Fi password and accurately stated that node steering is enabled by default.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed the call initially and guided the customer through remote access, but long silences and unclear transitions disrupted flow.
C2 Not Met Confirmed understanding conf 90%
Agent used confusing phrasing (e.g., 'sûre just let no thanks') and did not simplify technical terms like 'node steering' or 'RSSI' for the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by stating they would add details to the ticket, review logs, and continue via email without transferring.
O2 Partially Met Proactive follow-through conf 85%
Agent instructed the customer to send logs and expect email follow-up but did not specify when or who would respond.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or available; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
The issue remained unresolved and required deeper engineering analysis, yet no escalation to a higher support tier was initiated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite language and thanked the customer, but responses were procedural and lacked genuine acknowledgment of frustration.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer confusion—continued using unclear terms and failed to confirm understanding after key steps.
X3 Not Met Overall experience conf 90%
Customer had to re-enter the admin password after initial failure and repeat information about node status, increasing effort unnecessarily.
Call Transcript26 turns · 30 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. Uh Hi Michael. This is Paul from Linksys customer support team level two and this call is recorded for quality assurance purposes. Hello, sir. Hi there. So. Um Michael, um, yeah, um. I guess this is the best time for us to continue. This will only take us like maybe 5 to 10 minutes. But before we do anything, I believe you made mention that you disconnected that child node yesterday, sir? Right? Oh, okay, perfect.
00:00
Speaker 2
All right, about to lose signal. Now, we're going to do some do again. Oh. Hello, once again. Yeah. We plug it back in for a second. That was a good call. And my I don't know if I should say it today, but my internet has been and this has not been plugged in. It's been going off and on again, and it's been spinning. So, for whatever reason, I really just think there's not a very good signal.
00:00
Speaker 1
but you fixed the problem by using the splines the node that you unplug uh even though there's an automatic unplug happening there's an automatic plug okay there's maybe some kind of node and then node the flow yes and then node flow exactly you kind of did like this connect here disconnect and reconnect is that right but you fixed the issue using the spline yes
01:00
Speaker 2
connection power in between these, cause I didn't expect it to keep spinning like that after I unplugged the, the one that we thought was an issue, but I, I really would like some kind of update as the next step, because if it keeps spinning after we do whatever you're going to do, we just keep doing stuff. And I just don't know how they're actually the next people, not necessarily you, how is anybody planning on actually fixing this? Cause I just, beginning to think that this Linksys product just wasn't the right thing. I mean, and I've always had Linksys in the past, so.
01:00
Speaker 1
the remaining parent node and child nodes still having some connection issues sir is that correct? Uh... was that... a confirm sir? You're kinda... uh... breaking up. mm... mm... I see, perfect. Um... here's what. Um... I'm gonna add that as one of the descriptions, Michael, okay? Even though you unplugged the uh... the recognized node, which used to be the parent node, there's still the connection dropped. And uh... rest assured that I'm gonna include that one too, to the report, okay? Now, um... this public shooting that we're about to do, they just gave me this yesterday, sir.
02:00
Speaker 2
yes please But I've sent logs when the other one was not plugged in.
02:00
Speaker 1
So, uh, once we, uh, disable the nodes steering and, um, it happens again, please send us the network logs and then, uh, let me know in the email so that they can check this further and they can, uh, analyze what's going on, sir. That's basically, um, the, uh, flow of this, uh, ticket right now. Mhm. Sure. That's easier. Okay. I, I wanna do that too. Thank you for telling me ahead of time. So I'm gonna prepare that. I assure you this will only take like, um, 5 to uh 5 to 10 minutes. Once I'm in. And on your computer, I'd like you to go, um, https:// [silence]
03:00
Speaker 2
Gotcha. Okay. I am online. All nodes should be connected. Just let me know how to do the whole remote thing again, because I'm sure that's easier. Okay. All right. All right, hold on. All right, http, as That's That's semicolon, then the two forward slashes. Got it. Yep, got it. Ooh, hold on.
03:00
Speaker 1
just join, after the word join, it's a dot, and then the ZoHo, it's spelled as Z for Zulu, O for Oscar, H for Henry, O for Oscar .com. And it's asking for a session ID, right? I have it ready. It's going to be uh, 8, 4, 3, 0, 5, 8, 2, 3, 7.
05:00
Speaker 2
All right. So forward slash forward slash, is there a, there's not a period just join. Got it. Okay, I am in. Good Lord. Yes, sir. Okay. [silence]
05:00
Speaker 1
Okay. I'm seeing a activity on my computer. I'm going to it right now. Just want to have a quick, checking on the IP address or, have you been to that page before, sir? Uh, uh yeah, it's okay, I got it. And I'm going to need your router password. sûre just let no thanks I believe this is your hands that was the right one Hmm this kind of cra- crazy Michael ok can you try and [silence]
06:00
Speaker 2
no. no. Yeah, I don't know. Well, I'm not sure why that didn't work. Let me do it again. Okay. [silence]
07:00
Speaker 1
admin, a, d, m, I, N, in lowercase. It didn't work. This is not your wi-fi password, right? But the admin password? No, it's not. Um, the admin password is basically accessing the interface, but the wi-fi password is the one that you use to connect a device to the network. There you go. I
08:00
Speaker 2
Yeah, I mean, this is the only timeout password I have ever had. It's my Wi-Fi password. Is that not the right one? Oh, All right. All right, now you're in. Let me just save that. There we go. Why does it keep doing that? Because I know for a fact
08:00
Speaker 1
All right, there you go. That was the admin password. Okay. Just checking. Dial those that are good. One second. And because of that, sir, uh, I'm taking a screenshot. Okay. Because, um, that's actually the reason, the signal.
09:00
Speaker 2
Yeah, I mean, even that 01568, it's not even showing full power and these these nodes are supposed to be so powerful. I mean, it doesn't make any sense why it's not showing full power unless that's normal. um [silence]
09:00
Speaker 1
Uh, five, six, eight, I'm sorry I have that in summary but we can check. Um. Anduh only button that they would like to uh, sorry kind of forgot where to find it but i'm sure i can find it. This is the node. Node steering. uh, client steering. Um, let me just check one.
10:00
Speaker 2
is B O R I button O R I button
10:00
Speaker 1
more time the instruction that they gave me. Maybe I missed out something. Instruction. Oh there it is. ok. Uh let me take a screenshot before I turn it off. [silence] ok and just a note steering sir. It's the only button. [silence] basically. Oh I did. Uh I want it off.
11:00
Speaker 2
all right. So you turned it back on. Did they not want it off? Yeah.
12:00
Speaker 1
Ah, there you go. It's now off. All right. Let me take a screenshot... Take a screenshot when it's on. Take a screenshot when it's off. All right. And that would be all for today, Michael. Okay? So, mm-hmm... Not anymore, sir. By default, this node steering and client steering is on. And, um, according to the information here, just to give you why they're asking that. Uh, if they reconnect, I don't know that, that's that's not important detail. Um, based on the non-working log,
13:00
Speaker 2
I think it is. Does it need to restart to take effect or no? [silence] I'm not gonna say here
13:00
Speaker 1
which you sent us, one log shows both child nodes. But there seems to be a backhole radio change. Okay. I'm wondering if we disconnect connect was experienced a channel change, also the node keeps disconnecting to have a slightly higher RSSI. But like you said, you don't want to move that child node because it's right above the parent node, right? I already told them that. And not bad, but sometimes borderline trying moving this closer as well as turning off node steering, doesn't help. So they added another information. Where is that? Uh [silence] Yeah, that was it. They just want to turn off the Node Steering, sir. OK. Anyway, I don't want to take much of your time, sir. I'm going to disconnect the remote access. And yeah, send us the network logs, okay? So, thank you for this cooperation, Michael. And we can just communicate by email. That would be all. Unless if you have any questions for me. Um you have to inform me, sir. Um via email cuz I wouldn't know. Um it's just um all right. Yep. And by the way, your comment that's [silence]
14:00
Speaker 2
Okay. Now the only I guess the only question I have is if if it continues and I send the logs do I need to let you know or is somebody gonna be like oh he he still sending logs cuz there's an issue. Okay. All right.
15:00
Speaker 1
that even though you disconnect, the child still having some issue, I will add it as a description, sir. Okay. All right. I'm gonna do that right after this call. You too, sir. Take care now.
16:00
Speaker 2
Perfect. Thank you. So I appreciate it. Thank you for the time and have a good good day.
16:00