V2 Rubric Detail — 3bca0508-7b97-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 13:08
Duration
11m 37s
Contact
Peter Lee
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136508
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child nodes lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall78.5% (+22.5)

V2 Grader Summary

The agent successfully resolved the MX4200 child node disconnection by guiding the customer to relocate and power on the node, resulting in solid blue LEDs. However, troubleshooting was passive and omitted model-specific diagnostic steps (e.g., app/dashboard verification), earning partial credit for R2, R3, T1, and T2. Communication and ownership were generally effective, with clear next steps and ticket provision, though empathy was minimally expressed.

V1 Case Analysis

Customer reported a red LED on an MX4200 child node. Agent instructed power-on near parent router, wait for solid blue, confirmed change, and created ticket LTS00136508. No internet/WAN verification performed.

Troubleshooting Steps
  • Asked customer to power on the child node next to the parent router.
  • Instructed to wait for the LED to stabilize.
  • Confirmed the LED changed to solid blue.
Key Observations
  • Agent did not confirm whether the red LED was solid or blinking — a critical distinction per KB (solid red = fully disconnected; blinking red = weak signal).
  • Agent skipped the full Path B troubleshooting steps (signal strength check via app, Pair button re-pair, factory reset) despite the red LED indicating a disconnect.
  • Agent mis-read the serial number when repeating it back to the customer (stated incorrect characters at [01:00]).
  • Agent did not verify WAN/internet status after the node turned solid blue — solid blue only indicates local readiness, not internet connectivity.
  • Agent closed the call without confirming actual network functionality, relying solely on LED state.
Positive Highlights
  • Collected customer name, serial number, and model early in the call.
  • Provided a ticket number (LTS00136508) for future reference.
  • Maintained a polite and professional tone throughout the interaction.
  • Correctly identified the need to bring the child node close to the parent router to re-establish connection.
Agent Errors / Gaps
  • Incorrectly repeated the serial number (mis-read characters at [01:00]).
  • Failed to confirm LED pattern (solid red vs blinking red) — different actions required per KB.
  • Did not follow the documented Path B for a red-lit child node (no signal strength check, no Pair button re-pair, no factory reset).
  • Did not verify WAN/internet status after the node appeared solid blue — solid blue does not confirm internet access.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Agent confirmed child nodes returned to solid blue and advised customer to relocate the node; customer thanked and confirmed resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent instructed customer to bring disconnected child node near parent and power it on, but relied on passive LED observation alone without active troubleshooting (e.g., signal test, 5-press pairing, or app/dashboard verification).
R3 Partially Met Correct resolution path conf 90%
Agent followed basic proximity advice but omitted model-specific steps for MX4200 (e.g., WiMan app RSSI check, 5-press method, dashboard verification) despite their availability in KB guidelines.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red LED symptom and collected model/serial number but did not ask diagnostic questions (e.g., duration, frequency, prior resets) or determine root cause (e.g., interference, placement).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent relied solely on LED observation without using available tools (web UI at 192.168.1.1 or WiMan app) for MX4200, which KB specifies for verifying connectivity and signal strength.
T3 Met No misinformation conf 98%
Correctly interpreted red LED as disconnected and solid blue as online per Intelligent Mesh KB; no technically inaccurate statements made during guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided interaction with questions and instructions but did not set clear expectations or summarize the plan at the start; transitions were reactive rather than proactively framed.
C2 Met Confirmed understanding conf 95%
Used plain language, repeated key instructions (e.g., 'bring node near parent'), and adapted communication to customer’s pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Handled issue end-to-end without transferring, created a ticket (LTS00136508), and provided follow-up path; demonstrated full ownership of the case.
O2 Met Proactive follow-through conf 95%
Clearly stated next step (relocate node) and advised customer to call back if issue recurs; provided realistic timeline and actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; interaction appears to be first contact for this issue with no handoff context required.
Escalation Judgment
E1 Met Correct escalation decision conf 100%
Appropriate decision not to escalate since issue resolved during call; no valid escalation triggers (e.g., complexity, hardware fault, repeat issue) were present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted per rubric rules; E2 is N.A. when no escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite and courteous but did not explicitly acknowledge potential frustration or repeat-contact fatigue (e.g., no empathetic statements about inconvenience).
X2 Met Tone & rapport conf 90%
Maintained engagement through structured questioning, confirmation of steps, and responsive updates; matched customer’s conversational pace effectively.
X3 Met Overall experience conf 85%
Minimized customer effort with direct instructions, avoided unnecessary repetition or holds, and leveraged existing information efficiently.
Call Transcript18 turns · 19 lines
Speaker 1
Oh, yeah, we've got some child nodes and one of them has gone, uh constant pink or red. Um, it's actually red, I think. I'm just gonna look at it and I wonder if you can help me talk me through how to get it back to blue. Uh, the child one? Do you want the number of the child--any of them? I don't know. Wait a minute. I don't know. Wait a minute. Okay, the number on this one is 55F for Freddie, one.
00:00
Speaker 2
welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is ojos. How can I help you? I see. Uh, I'm sorry to hear about your channel being disconnected. Sir, may I have the serial number of your? Any of the numbers. Yes.
00:00
Speaker 1
0M4M56CFO2441. pays. 441, yeah. yeah, 441 at the end here. Yeah. it is, it is, yeah, well done. uh the model number, one moment, one second.
01:00
Speaker 2
All right. I'll repeat again. The serial number is 55 F for Fox, 10 M for Mike, 56 C for Charlie, 0, 2, 2, 2, 4 for 4-1. Is that correct? All right. I'll create a first record for you, sir. Um, is your name Peter Lee? All right. Oh, yes, because uh you have registered your product uh MX4200. So, may I confirm is if the child node that got disconnected is also the same model number MX42? [silence]
01:00
Speaker 1
Model MX for two zero zero. I think we've got one master and four slaves, I think. Yeah. Okay, so I need to unplug it. One second. Okay, taking it to the parent node now. One
02:00
Speaker 2
All right. All right. Peter, may I know how many links is product you have or notes? One master and four child nodes. All right. I need you to bring the child node that got disconnected near the parent node.
02:00
Speaker 1
OK, it's it's next to it, but do I need to plug it in? OK, I'll just get the cable.
03:00
Speaker 2
Yes, you have to power on your child node so that we'll know what the light changes on your child node.
03:00
Speaker 1
Okay, they are now next to each other. Okay. Uh, I think so, yeah. They'll let us go around and have a look at the other ones, while we're waiting. Okay, will be a min- I'll go look.
04:00
Speaker 2
All right. So, let's wait first for the light on your chart node to stabilize. Only one of your child node is disconnected. Peter. Yes. Since you have four. Yeah. Yes. Have you checked? Yes. Mm-hmm. That's fine. Yes.
04:00
Speaker 1
Hi. Hello. So, the one that was up, that was, red upstairs has, gone, blue on its own, and the child one that I originally brought into here is also now, gone, blue. [silence]
08:00
Speaker 2
Yes, so. . So it means that it only.
08:00
Speaker 1
Okay. two. I think it's only two. I thought, I thought we had three, but I can't find a third one now. Been right around the house. Yeah. Yeah. All MX42, yeah. [silence]
09:00
Speaker 2
[silence] temporarily lost its connection to your parent node. [silence] Uh, [silence] since they're gone back to a solid blue light, then I think your two child nodes are back online and connected to your parent node. May I confirm first, Peter, how many child nodes do you have? Is it 3 or 4? [silence] All right. [silence] So you have two child nodes and one parent node. So you have a total of three links this product. All MX 4200. [silence] All right. So since your two child nodes are back to a solid blue light, you can [silence] relocate that child node back to where it's [silence] original place. If there's loud noises such as rattling, we'll let you know for changes.
09:00
Speaker 1
Okay. Thank you very much, I really appreciate it. All right. Thank you again. Okay. Thank you. Yep. Yep. Yep. Yep. Yep. Yep. Yep. Yep. Yep.
10:00
Speaker 2
I think to just have to wait patiently for it slide to turn back to solid blue once you relocate that child node. Okay? You're welcome. If it's disconnected again, you can always call us back for assistance. Okay? You're welcome. I'll provide your ticket number so that if you call us again, you don't have to hear about the information. I've already faded a record for you. So your ticket number you're welcome. Is L for Lima, T for Tango, S for Sera, 0-0-1-3-6-5-0-8. So London London thumbnail.
10:00
Speaker 1
Thank you very much. It's really helpful. Thank you. Okay. It is yeah. Okay, thank you. Have a good afternoon. Thank you. Bye.
11:00
Speaker 2
you got it? You're welcome. You're welcome. Oh Peter, it's my pleasure to assist you. Oh by the way Peter, let me just confirm if the internet service provider you're using is still Cocoa Broadband? Uh yeah, all right. Thank you for calling Linden Cis. Oh Peter, once again this is Ice. No other concern? Yes, take care. Have a great one too, bye.
11:00