V2 Rubric Detail — 33dfda04-6f65-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 00:39
Duration
6m 10s
Contact
Glenn Temef
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall35.0% (-5.0)

V2 Grader Summary

The agent failed to perform meaningful troubleshooting or use diagnostic tools, leaving the node connectivity issue unresolved. While ownership and next steps were clearly established with a personal callback commitment, the lack of technical diagnostics and failure to escalate or apply known procedures (e.g., 5-press, admin UI check) resulted in an unresolved outcome.

V1 Case Analysis

Customer reported missing mesh nodes and lost VLAN settings after adding a new node. Agent incorrectly identified router as 'NV7000' and advised waiting 1–2 hours without troubleshooting. Callback scheduled for next day.

Troubleshooting Steps
  • Advised that mesh may take 1–2 hours to discover new nodes
  • Explained mesh recalculation behavior for large homes
  • Scheduled a callback for further assistance
Key Observations
  • Agent incorrectly identified the router as 'NV7000' — no such Linksys model exists. This is a critical accuracy error.
  • No verification of node LED status, pairing success, or firmware version was performed.
  • VLAN settings disappearance was not addressed — a configuration issue that may require firmware or reset verification.
  • Agent relied entirely on waiting and a future callback without actionable troubleshooting.
  • No model/serial or warranty information was collected, despite the issue involving node pairing and configuration.
Positive Highlights
  • Agent remained polite and empathetic throughout the call.
  • Offered a personal callback to continue assistance, showing ownership.
Agent Errors / Gaps
  • Incorrectly identified the router as 'NV7000' — a non-existent model. This contradicts the KB and misleads the customer.
  • Failed to verify node status, LED colors, or perform reset/pairing steps per velop_child_node_setup.md and universal_mesh_full_rebuild.md.
  • Did not address the disappearance of VLAN settings — a configuration issue that may require firmware or reset verification.
  • Provided only generic wait-time advice without actionable troubleshooting, violating troubleshooting flow guidance.
  • Poor call control; long rambling explanations without clear next-step confirmation.
  • Did not collect essential device information (model, serial, warranty) despite the issue involving node pairing and configuration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to wait 1–2 hours for nodes to appear and to call back; issue was not resolved during the call.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed; agent only instructed waiting, with no verification of node status, pairing method, or admin interface.
R3 Partially Met Correct resolution path conf 92%
Agent acknowledged the complexity and offered continuity via callback, but did not attempt best-effort troubleshooting (e.g., 5-press, reset, admin check) before deferring.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause; only stated discovery takes time without validating the actual issue.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, node LED status, logs) were used to verify node connectivity or pairing status despite clear need.
T3 Partially Met No misinformation conf 87%
Agent correctly noted mesh networks take time to stabilize, but failed to confirm Wi-Fi name match, VLAN settings, or node firmware, leaving guidance incomplete.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent gave disorganized directions (e.g., 'Go to the upper left... no, sorry'), but maintained basic control and closed the call with a plan.
C2 Partially Met Confirmed understanding conf 86%
Agent used informal tone ('man', 'good, good') and repeated 'okay', but adapted somewhat to customer’s confusion by simplifying time expectations.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent committed to personal follow-up, asked customer to request Nathan, and ensured continuity across shifts.
O2 Met Proactive follow-through conf 97%
Clear next step set: customer to call back, ask for Nathan, agent to call back same day between 2 p.m. and 11 p.m.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Issue with node discovery and VLAN setup likely warranted escalation, but agent deferred without attempting L1 resolution or valid escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used encouraging language ('You did good') but did not explicitly acknowledge customer’s frustration or repeated reset attempts.
X2 Partially Met Tone & rapport conf 84%
Agent matched customer’s casual tone but did not adjust for technical confusion, leaving instructions vague and unstructured.
X3 Partially Met Overall experience conf 86%
Agent avoided asking for repeated info and offered personal follow-up, but imposed a long wait time and unclear process, increasing customer effort.
Call Transcript10 turns · 11 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. Hi. Glenn, you there? Hi, Glenn. Hm. I really I've tried calling your internet service provider. Nice. Uh, tell me what is the status on the on internet, online, right? Mhm. Mhm.Thank you. Mhm. Mhm. [silence]
00:00
Speaker 2
Hello. I'm back. Yes, I'm back. I had a little bit of challenge. I tried that reset for 30 seconds twice and I didn't get and I didn't get anywhere with that. You know pressing the five times the reset. So then I pulled the power on the on the on that node and then let it sit off for like 10 seconds and then I turned the power back on and then it showed up. Uh showed up the VLAB you know was set up and so as I was going through the VLAB setup it said um do you want to use the same network settings but I'm not sure I did the right thing because now it now I it only shows three nodes although I just added a node uh but I'm not sure uh but okay yes it it seems to have changed back to the casa cardone and cardone 2.4. I don't see the VLAN setup anymore and then when I go to linkSys and now it it's now it's showing three nodes but I can't really it says the router is yes NV 7000 so the router is correct and now it's showing just two nodes so far but it's I have to rename the
00:00
Speaker 1
Okay, don't need to. Okay. Go to the upper left side of the screen. Uh, no, no, no, sorry, sorry. Before you're gonna go back, go back to the dashboard, and then go to the notes. Tell me what are the notes that are missing send them close to the other node. Okay? All right. Okay. It's starting to add one at a time. It'll take time though. Actually, you don't have to do anything. You it around three. One hour to two hours, it will reconnect with stuff. The good thing is you're able to set it up.
02:00
Speaker 2
Okay, I just added another node, so go to the... Okay, it says... I think I'm, on the screen, I think the main screen has a link, so it says 43 devices, and now it's showing four nodes, before, before it was only showing two, so it seems to be adding the nodes. Okay.
02:00
Speaker 1
the connection, uh, latencies is good, you can connect, now it will take time because you have a very large house, nine devices will take time. Okay? It may take around one hour to two hours to discover everything. And you're far better off now, right ago, right? Now, wait until tomorrow, when... okay one hour to two hours yes now the reason why it would take time because it will it is a mesh network it will recalculate let's say two when you discover three it will recalculate itself which one is the best option which one is the best one it will distribute the load and then you add the other one recalculate again so it will take time that's how it works but eventually it will stabilize maybe in an hour or two every hour it kind of stabilizes a bit more so
03:00
Speaker 2
okay sorry I didn't hear that last part you said. It'll take an hour to add the other nodes.
03:00
Speaker 1
Two, you should be good. Now, wait. That's the only thing that you need to do. You don't have to do anything. Your Wi-Fi name is correct. You were able to reconnect it. 43 devices meaning the devices are connecting. Three, four, eventually it will end on seven or eight nodes. Now, by tomorrow, there is a good chance that some of the nodes may not be updated or not connected. Leave us a call. And then identify those nodes that are not discovered, bring it near the matter node and give us a call. I will be available at around 2:00 p.m. afternoon Eastern Standard Time. If you give me a call, take for Nathan and then I will give you a call back so that you don't have to explain it to the next technician what to do. I can help you. Would that be okay? Okay.
04:00
Speaker 2
okay.
04:00
Speaker 1
from 2 o'clock in the afternoon until 11 o'clock in the evening. Yeah. Yes. And then tell them that I would like to straighten on that he knows my electric. I would like to continue with him. And they will get my attention and they will give you a call back. That will be much better than for you to explain everything to the next erosion. That's much better, right? Yeah. Yes. Yes. Good, good, man. You did good. Yes, and happy for you. Okay. Yes. I wait for your call tomorrow. And have a nice day. Bye-bye for now. Good night, man, and nice talking to you. Have a nice day. Bye-bye. Good night. [silence]
05:00
Speaker 2
__Say, I can tell we love them. Okay, that's perfect. I'll give you a call tomorrow evening. Uh, and uh, just ask for Nathan. Okay. Okay. Okay? Perfect. Yes. Yeah. Okay. Great. Great. Yeah, well, thank you very much for your assistance. Yeah, I appreciate it. Okay. Talk to you tomorrow. Okay? You too. Okay, bye-bye. All right. Nice talking to you. Bye-bye.
05:00