V2 Rubric Detail — 3561a75a-6681-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 17:07
Duration
6m 47s
Contact
Jeremiah Shaw
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133266
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node frequently lost connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-51.8)

V2 Grader Summary

The agent failed to resolve the issue by refusing free support due to OOW status, offering only a paid service and generic 5-press instructions. Technical inaccuracies were present, including incorrect LED guidance and false claim about Internet disconnection. No diagnostics, tool use, or empathy was demonstrated, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Customer missing one MX2000 node after reboot. Agent declared device out of warranty, offered $15/hr paid support, then provided incomplete 5-press pairing steps without verification. Promised to email guide.

Troubleshooting Steps
  • Confirmed the missing node is out of quarantine in the system.
  • Explained that the device is out of warranty and offered paid-support.
  • Provided the 5-press pairing method as a self‑help solution.
Key Observations
  • Agent declared device out of warranty without verifying via system lookup or collecting serial number.
  • Pushed paid support immediately upon identifying the issue, before offering any free troubleshooting.
  • Gave technically incomplete 5-press instructions: failed to clarify that the *child* node’s LED should be solid purple, not the parent’s.
  • Misled customer by stating the 5-press method would 'disconnect your Internet connection' ([05:00]), which is inaccurate and could cause unnecessary concern.
  • Did not confirm customer understanding after instructions, despite customer asking for repetition ([04:00]).
  • No case number created or referenced, no serial/model confirmed, no warranty lookup demonstrated.
Positive Highlights
  • Correctly identified 5-press pairing as a valid method for re-adding a missing Velop node.
  • Provided a concrete self-help path (5-press) instead of only pushing paid support.
  • Promised to follow up with a KB guide and video, offering post-call support.
Agent Errors / Gaps
  • Declared warranty status without verification or lookup; no serial/model collected to support claim.
  • Offered paid support before attempting or offering any free troubleshooting steps, violating escalation protocol.
  • Provided technically inaccurate explanation: claimed 5-press method would disconnect Internet, which is misleading per KB.
  • Gave ambiguous 5-press instructions: did not specify which node’s LED should be solid purple (child, not parent).
  • Failed to confirm customer understanding after customer asked for repetition ([04:00]).
  • No case management: no HappyFox case number created, cited, or updated.
  • Poor call control: allowed long silences ([04:00]-[05:00]) without prompting or clarification.
  • Did not verify outcome or next steps beyond promising to email content.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offers only a guide and paid service, does not confirm node reconnection or resolve the issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed; agent jumps directly to 5-press without checking node status or prior troubleshooting.
R3 Not Met Correct resolution path conf 96%
Agent refuses free assistance due to OOW status and pushes paid service, violating best-effort OOW troubleshooting standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identifies disconnected node but does not ask targeted questions to determine root cause (e.g., LED status, recent changes).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent does not access admin UI, check logs, or verify network map despite customer reporting missing node.
T3 Not Met No misinformation conf 94%
Agent incorrectly claims 5-press will 'disconnect your Internet connection' and instructs to wait for 'purple' light, which does not apply to MX2000/MX4000 (uses solid blue).
Communication
C1 Not Met Clear & professional language conf 95%
Agent abruptly states 'we can no longer provide free assistance' without framing, transitions, or call control.
C2 Not Met Confirmed understanding conf 93%
Agent uses unexplained terms like 'five press' and 'purple' without confirming customer understanding or adapting language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transfers responsibility to customer by offering paid service and self-help guide instead of owning resolution.
O2 Not Met Proactive follow-through conf 94%
Agent says 'I'll send it after this call' with no specific timeline, method, or confirmation of follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent shows no empathy; response is transactional and dismissive of customer's effort and frustration.
X2 Not Met Tone & rapport conf 93%
Agent repeats technical instructions without adjusting pace or checking comprehension, leading to customer confusion.
X3 Not Met Overall experience conf 94%
Customer is left to perform all steps alone without agent-side actions to reduce effort (e.g., remote verification).
Call Transcript12 turns · 12 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 there Sir Jeremiah. Hi Sir. Yes sir, thank you so much for answering the call sir. I apologize for the uh Yes sir, I can hear you now sir. uh-huh uh-huh
00:00
Speaker 2
Yes. Yes. Yes. Yes. Yes, I'm here. Yes. Yes. My my apologies. Can you hear me okay now. Okay. All right. All right. Um, so I was stated that they had may mentioned uh that the the one that is connected to the modem. They got that one first. So they've had that one the longest maybe a couple of years and then when they went back to go and get more, they didn't have any more of the MX 4000. They only had the MX 2000.
00:00
Speaker 1
Let me see. Let me see so. OK, I see. OK, so one of your nodes here got disconnected. So. OK, that was after the reboot, right? Before or? I see. Hmm. OK, so if that's the case, Sir, then you have to add this node back to your network. Sir, I was able to confirm that this node, sir, is already out of quarantine. Speaker 2: Yeah, I guess I can add that back to the network one more time. OK.
01:00
Speaker 2
Speaking of which. Um, I'm only showing three routers connected instead of four. Um, so, is there a way that I? Yeah. No, this was before the reboot. That, that, that, that's what I was telling you before. So, I have one. Yeah, I have one that isn't, uh, that, that, that isn't showing. So, I'm only showing three when I have a total of four.
01:00
Speaker 1
your parent node you have it for four years already right yes sir so unfortunately sir we can no longer provide free assistance for our device but you don't have to worry sir because we do have options um we do have a paid servicer for out of warranty device we only offer this for out of warranty devices. that will uh that is $15 sir for an hour of troubleshooting but this adding of child node sure you can actually do it uh do it troubleshooting um by yourself i can send you the guide sir on how you can add it back to your network in three ways. unfortunately i can't sir but it's already with the charge that will be $15 for an hour since this is already an out of warranty device. but i can offer you
02:00
Speaker 2
Probably. Yeah, probably. Okay, so you're saying that you no longer can, can help me? [silence]
02:00
Speaker 1
you free options for this which is the free guide on how you can get it back up and running via your network again yeah sure sorry yes we do have um adding the node via the app uh we also have the user interface and we have a five press which is the fastest and easiest way to set this one up again or to reconnect it back to your network I will suggest sir for you to try the five press
03:00
Speaker 2
I see those it to My my
03:00
Speaker 1
The five press message of adding this node back to your network. Yes. So for the five press or what you need to do is bring the node closer to the parent's node. And once it's already on the less than a meter away from the parent, you have to do the reset. Make sure that the node turns purple or already in purple before you do the five press. For the five press, you just need to press and release the reset button of the parent's node five times. Like per second. Okay. Okay.
04:00
Speaker 2
Yeah, I'm sorry, what's the last part? You say to do what now exactly? And what, what is, what is that exactly? [silence] [silence] [silence] Press the parent. Okay, so if we, if we press, if we press the, on the parent node, the reset five times, that does what now exactly? [silence]
04:00
Speaker 1
disconnect your Internet connection, but it will connect your child note back to your network in just 3 to 5 minutes. >> sure. >> Yes, sir. So it should be right next to the parent node. Anyway, sir, I'll provide you some links and guides sir, and YouTube video on how you can add it back and some of the possible recent why it's not or why gets that same concern. >> Okay. >> You're welcome, sir. And yeah, I'll send it to you right after this call, sir. Have a good day. Well, please stay safe.
05:00
Speaker 2
Okay, so we should bring all of the nodes closer to that in particular um, to the parent nodes. Bring them all in the same room. Okay. Okay. Awesome, thank you, I really appreciate you. You have a good day. [silence]
05:00