Call Detail: 377c4056-5fea-11f1-9

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Call Start

2026-06-04 07:51

Duration

16m 33s

Contact

梁先生

Issue Type

WiFi Connectivity

V2 Outcome

Appropriate Escalation

V2 Band

Needs Improvement

Agent & Case Context

Agent

Xiao Ge Ji

HappyFox Case

#LTS00132189

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: MX6200*10 子节点不漫游

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall2.6/5

V2 Rubric Scores

Resolution2.19/5

Technical3.44/5

Communication2.50/5

Ownership3.57/5

Escalation4.00/5

Customer Exp2.50/5

Overall58.1% (+6.1)

V2 Grader Summary

The agent conducted reasonable troubleshooting, used the app for diagnostics, and escalated appropriately after repeated failures. While communication and continuity had room for improvement, the path taken—firmware check, escalation—was technically sound and customer-owned, leading to a warranted escalation outcome.

V1 Case Analysis

MX6200 node ignores wired backhaul; connects wirelessly despite Ethernet cable. Customer performed multiple resets/re-additions. Agent escalated to HQ for review; no firmware update or RMA initiated. Serial number and warranty status not collected.

Troubleshooting Steps

Confirmed main router uses DHCP via app.
Verified SSID is unified across 2.4GHz, 5GHz, and 6E bands.
Instructed customer to place node next to main router and re-add it multiple times.

Key Observations

Agent repeatedly asked customer to repeat steps already performed (reset/re-add node) despite clear customer frustration.
No verification of Ethernet cable, LAN port, or wired backhaul setting in app—critical for this issue.
Warranty status and serial number not collected; no case documentation referenced.
Escalation to HQ was vague, with no timeline, confirmation of action, or follow-up process.

Positive Highlights

Confirmed main router uses DHCP via Linksys app.
Correctly navigated customer through app to check Internet and Wi-Fi settings.
Recognized issue was isolated to one node among 11, indicating good problem scoping.

Agent Errors / Gaps

Repeatedly instructed customer to re-add node despite confirmation of prior attempts.
Failed to verify physical layer: Ethernet cable, LAN port, or wired backhaul setting in app.
Did not collect serial number or confirm warranty eligibility before discussing escalation/replacement.
Provided no concrete resolution path or timeline after escalation.
Did not acknowledge customer’s clear statement that the unit may be faulty and request replacement.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 95%

Agent never resolved the issue or confirmed a replacement; the call ended with a promise to submit the case without resolution.

R2 Partially Met Diagnostic thoroughness conf 85%

Agent asked about LAN connections, band steering, and connection type, and directed firmware upgrade as a potential fix, but did not verify cable integrity or use admin UI diagnostics earlier.

R3 Met Correct resolution path conf 80%

Agent correctly pursued escalation to technical team after repeated troubleshooting failed, which is appropriate for a suspected hardware fault; did not dismiss out-of-warranty customer.

Technical Accuracy

T1 Partially Met Technically accurate info conf 80%

Agent identified symptom (node not using wired backhaul), asked about connection type and band steering, but did not systematically isolate root cause (e.g., cable, port, firmware).

T2 Partially Met Appropriate tools / resources used conf 75%

Agent used the Linksys app to check connection type and Wi-Fi settings, which is a valid diagnostic tool; however, did not access admin UI or logs despite their relevance.

T3 Met No misinformation conf 95%

All technical guidance (re-adding node, checking DHCP, firmware upgrade) was factually correct and aligned with KB documentation.

Communication

C1 Partially Met Clear & professional language conf 80%

Agent maintained call control by directing steps but failed to set clear expectations or manage frustration effectively; repetitive 'yes, yes' weakened guidance.

C2 Partially Met Confirmed understanding conf 75%

Agent used plain language and walked through app steps, but repetitive responses and lack of comprehension checks reduced adaptation to customer’s tone.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent owned the case throughout, did not transfer, and committed to logging and escalating the issue.

O2 Partially Met Proactive follow-through conf 85%

Agent committed to submitting the case but did not specify timeline, follow-up method, or responsible team.

O3 Partially Met Closure confirmation conf 75%

Agent re-asked model number despite prior call, but did confirm firmware and connection type via app, showing some use of current data.

Escalation Judgment

E1 Met Correct escalation decision conf 90%

Agent made a valid escalation decision after confirming repeated troubleshooting failed and a hardware fault was suspected.

E2 Partially Met Escalation prep & handoff conf 80%

Agent announced escalation to headquarters’ technical department but did not specify team, expected response time, or next contact method.

Customer Experience

X1 Partially Met Customer effort minimised conf 75%

Agent acknowledged customer frustration with 'I understand' but used repetitive phrasing; empathy was present but not deeply personalized.

X2 Partially Met Tone & rapport conf 70%

Agent continued engagement and guided through app steps, but tone remained flat and did not fully adapt to customer’s urgency.

X3 Partially Met Overall experience conf 80%

Customer had to repeat reset/re-add steps, but agent did attempt to move beyond repetition by introducing firmware upgrade and escalation.

Call Transcript96 turns · 147 lines

Speaker 2

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