V2 Rubric Detail — 3e152ce8-73c2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:55
Duration
28m 30s
Contact
Mike Macias
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall66.5% (+14.5)

V2 Grader Summary

The agent provided technically accurate instructions for resets and UI access, but failed to follow the mandatory isolation process in velop_wifi_connectivity.md (connecting directly to the modem). Because the issue remained unresolved after L1 steps, the agent appropriately escalated the case to the second-level team with a clear callback window.

V1 Case Analysis

Customer unable to get internet on MX6200 parent node; reset child nodes, checked cables, attempted firmware update; escalated to L2 with callback scheduled for 1:30 ET.

Troubleshooting Steps
  • Guided factory reset of child nodes (hold reset until solid blue).
  • Advised power‑cycle and cable swap between switch and parent node.
  • Instructed to connect PC directly to parent node and access http://myrouter.local.
  • Checked IPv4 address, performed release/renew.
  • Identified available firmware update (1.0.04) and offered to apply it.
Key Observations
  • Agent failed to collect customer name, contact details, or case number, violating protocol.
  • Warranty status was not discussed or verified, a critical protocol omission for escalation.
  • Agent used incorrect LED description ("solid blue or pink") at [01:00], contradicting KB which states solid blue for Cognitive Mesh setup mode.
  • Long periods of silence ([04:00], [19:00]) and lack of outcome validation after steps indicate poor efficiency and communication.
  • Agent correctly identified firmware update path and used proper local access URL (myrouter.local).
Positive Highlights
  • Correctly instructed on the factory‑reset procedure for Velop nodes (hold reset until solid blue) per universal_factory_reset.md.
  • Suggested proper local UI URL (myrouter.local) and default admin credentials per KB guidance.
  • Identified and offered the latest firmware update, a valid troubleshooting step per velop_wifi_connectivity.md.
  • Offered to involve a senior technician and arranged a callback at the customer's preferred time, providing a clear next step.
Agent Errors / Gaps
  • Did not collect product serial number or confirm warranty status, a required step for escalation.
  • Failed to obtain or confirm customer contact information for the callback, risking failed follow-up.
  • Provided incorrect LED state description ("solid blue or pink") at [01:00]; per KB (universal_mesh_full_rebuild.md), MX6200 in setup mode shows solid blue, not pink/purple.
  • Did not verify internet connectivity after each troubleshooting step before proceeding, violating basic isolation protocol.
  • No explicit case/ticket number was referenced or created, a protocol failure.
  • At [15:00], agent did not correct customer's confusion with 'http www router what dot com what' and allowed them to proceed without confirming correct URL access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Case closed without resolution; internet still not working despite troubleshooting, escalated without fixing the issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets, cable swaps, and UI access, but skipped critical steps like verifying modem connection directly or checking WAN port LED status.
R3 Met Correct resolution path conf 90%
Agent correctly escalated after reasonable L1 troubleshooting failed, aligning with support path for persistent connectivity issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptoms (no internet, solid white LED, switch inactive), but did not logically isolate upstream vs. router fault — missed direct modem test as required by velop_wifi_connectivity.md Step 2.
T2 Partially Met Appropriate tools / resources used conf 90%
Used web UI and firmware check appropriately, but failed to use the critical diagnostic step of connecting a computer directly to the modem to confirm ISP signal (velop_wifi_connectivity.md Step 2).
T3 Met No misinformation conf 95%
All instructions (reset timing, admin password, myrouter.local, firmware update) were technically accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 75%
Maintained general control but had long silences, unclear transitions, and failed to manage time effectively given customer’s urgency.
C2 Partially Met Confirmed understanding conf 70%
Used accessible language but caused confusion on URL (‘www router what dot com’) and did not confirm understanding after correction.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership throughout, performed troubleshooting, initiated escalation, and documented callback preference.
O2 Met Proactive follow-through conf 95%
Set clear next step: second-level callback in 24–48 hours, and recorded preferred time (1:30 ET).
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision followed legitimate trigger — persistent no-internet despite multiple troubleshooting attempts.
E2 Met Escalation prep & handoff conf 90%
Correctly routed to second-level team, provided full context (symptoms, steps taken), and informed customer of expected callback window.
Customer Experience
X1 Met Customer effort minimised conf 90%
Repeatedly apologized, acknowledged time taken, and expressed empathy for customer’s situation.
X2 Partially Met Tone & rapport conf 75%
Acknowledged customer’s time constraint but continued with lengthy steps (firmware check, holds) without adjusting pace.
X3 Partially Met Overall experience conf 75%
Suggested helpful actions (cable swap), but customer repeated resets and endured long silences, indicating avoidable effort.
Call Transcript46 turns · 50 lines
Speaker 1
This is links technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. Hello, sir. Yeah, this is Rush from links. Thank you so much again for answering my call. Yes, sir. You may now please proceed or process the reset for each child node. Yeah, and then, yeah, just do the other ones for the reset. No need, sir. So once you release the reset button. Sorry, once the solid blue light goes out, that's the time.
00:00
Speaker 2
Yes. Okay, that's what I'm doing. Got one Um right now. And okay. So solid blue, release it. Oh, wait a minute. Now it's blinking blue after I released it. Should I do set it again?
00:00
Speaker 1
Want to release the reset button? and Yeah. That's great. Yeah, that's yeah. So Yeah, for now let's observe its light for one to two minutes because it could be possible that it will turn to solid blue and. By the way, sir, all your nodes have the same model or how many MX 6200? No worries. Don't worry, rest assured that regarding with the reset process, Uh they do have the same process for reset. So, just follow the process of each child node and let's wait for their lights to turn to solid blue or pink. for that indicates that they are already on.
01:00
Speaker 2
oh it didn't it didn't go out. I re yeah, it didn't go out. I released it when it was blue. So let me try it again. No, it looks like three of them and two of them are a different version. I'd have to give you the model number of those. Um
01:00
Speaker 1
Setup mode. That's great, so you may now, yeah. Yes sir. So, again kindly take your time and thank you so much, again for your cooperation.
02:00
Speaker 2
charting has commenced. oh charting has commenced come on charting has commenced
03:00
Speaker 1
[silence]
04:00
Speaker 2
The charting has commenced. Hello, sir. I'm still holding the reset button. Okay, that. This one went red. This was the old one that we swapped out with. It was blue. Wait a minute.
04:00
Speaker 1
Aha. So yeah, you may now press the reset button and then, and again, wait for this light to turn to solid blue before you release the reset button. That's great. So, uh-huh. You may now go to the, to the third one. Thank you so much. I understand, sir.
05:00
Speaker 2
wait it's flashing red okay it is solid blue now okay okay okay these things are located in odd places because green cameras have a tough time picking them up all right okay so the the parent and the two child nodes that i just did were
05:00
Speaker 1
uh-huh
06:00
Speaker 2
[silence] MX 6200. This, these last two are, uh, there's some model number. Oh, it's a H, no, no, WH, thank you magnifying glass. Okay, the the last, the last two is uh H I mean I'm sorry, WHW01 is the model number. [silence] Can you in there? I'm just your credit just to let you know. Okay, just to confirm, that's also the same uh, model number. Okay. Doing a reset.
06:00
Speaker 1
That's great to know and when we go back to the parent node or two your desktop computer because we are going to access the web user interface. Uh huh. That's great sir. So on your computer,
09:00
Speaker 2
okay solid blue on that. Yeah. Okay. Okay, I'm back at the computer.
09:00
Speaker 1
open a browser or new browser.
10:00
Speaker 2
okay, it's got no internet connection, because it's not hooked directly to the modem. The switch is not blinking either, which I noticed. I wonder if this switch has to be unplugged and plug.
10:00
Speaker 1
managed switch or unmanaged, and manageable, uh-huh. Uh-huh. Uh-huh. I see. Yeah, for isolation purpose, just try to unplug and re-plug the Ethernet adapter or Ethernet cable. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
11:00
Speaker 2
It's, it's just a, it's a net, here. Okay, switch. Okay, I just unplugged it and I'm pluggin it back in. Because I would think that it would usually I'd see the lights flickering on them and I'm not seeing any lights other than the power light. Uh, yeah, nothing.
11:00
Speaker 1
Can you tell me to which LAN on the new main node is that switch plugged in. [silence] Let me double check. [silence] [silence] Yeah, I got this one. [silence] So, can you try or do you
12:00
Speaker 2
It's still the same. The switch is plugged into the outlet of it. I mean, there's two jacks, the internet jack and an outlet jack. And the outlet jack is plugged into the switch.
12:00
Speaker 1
do you have any like extra extern sorry internet cable that we can try to connect or use on the switch and to the new parent node. Okay, yeah. If because let's try to isolate for this kind of let's try to isolate this issue. So, try to use a different internet cable that is plug in between the switch and the new parent node and then let me know if the issue persists. Mm. Yeah, if let's try that. Yeah, that's correct sir.
13:00
Speaker 2
Yes, I mean, it's hooked right now, it's hooked up to it. Not sure. I understand. I can try to hook the computer up directly from the output of the parent node. That would arise. Isolate. Yeah, that would isolate the switch.
13:00
Speaker 1
Yeah. Let's try that one first. [silence] I see. However, the light on the parent node is still showing solid white.
14:00
Speaker 2
Nah, it's still saying that I'm not connected from the parent node. Correct.
14:00
Speaker 1
i know uh uh since your sorry since your desktop computer is war to the new main node can you like open a browser or access its web user interface uh still using the same url which is http colon double forward slash myrouter dot local [silence] local like l o c a l [silence] yeah and then press enter
15:00
Speaker 2
okay hold on okay http www router what dot com what was the last one tomato ok local yeah look okay
15:00
Speaker 1
Yeah, by default, kindly use admin since this is a new, different device. Yeah, since this is this is a new parent node, so the password that we used earlier will not work for this device, since ah? Yeah, please, yeah. Yes, please. So, that password is for this parent node.
16:00
Speaker 2
OK. OK. And then password. Oh. Oh, you want me to use admin for the password? OK. OK. All right, admin, and then sign in. Uh, we've updated your password. Create a new one.
16:00
Speaker 1
Are you already logged into the web user interface? That's great. Kindly click again the tiny letters, P-A. Alright. Then click on the troubleshooting tab.
17:00
Speaker 2
Okay. Yeah. Yeah. Okay. Okay. [silence] Okay.
17:00
Speaker 1
Under Pv, sorry, internet address, under the internet address, kindly tell me if the IPv4 is showing random numbers or still showing zeros? I see. And kindly press again the release and renew for that. Like release and renew. All right.
18:00
Speaker 2
zeros zeros okay
18:00
Speaker 1
Hello sir hows it going there? Waiting [silence] And for on the browser you just click the click or open a new tab like click the
19:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] still uh it's saying waiting it's still got that little circle thing that's yeah.
19:00
Speaker 1
[Silence] and then after that one try to access YouTube or CNN. Uh-huh. Still not working. I see. Yeah. Um, yeah, however the weird, uh, the this kind of odd or weird since the light on this new parent node is showing solid white. However, it does not have a valid, uh-huh, does not have a valid internet app address and that's the reason why as well why your switch was not able to get online earlier regarding with this and sorry, also this desktop computer. So, uh, I just wanted to verify again the former.
20:00
Speaker 2
Let's just try to go Google and it's not if you can't find it. No no. Yeah, right. [silence] and
20:00
Speaker 1
version for this node okay. And then after that one I'm gonna like discuss this one or this issue with my senior technician and what we can do regarding this issue that you are having or experiencing. So on the I'm sorry on the troubleshooting screen is it still showing there that circling or the word waiting. Aha. All right. Let's wait for two to apt two to three minutes and if the waiting sign is still not goes out or still appearing there uh we will reload or refresh the page and then uh again uh check or verify the exact firmware version for this um uh second parent node. So uh so since I have always uh being into um All your information here, sir. So, I just need to verify the former version of this second parent node. However, if you like, sir, we can actually try to reset this one one more time and then try to reconfigure this parent node using the links app. Should we try that one first? uh-huh. Yes, sir. So, yeah. Yes, sir. If the. So on the screen, is it is the waiting time still there? Uh-huh. You may now close that one.
21:00
Speaker 2
[silence] Yeah, um, in about 10 minutes, my wife and I have an appointment that we have to go to. We're going to have to leave for about two hours. Um, so whatever whatever we do, we need to do it pretty quick. Yeah, yeah.
22:00
Speaker 1
so on the the connectivity tab under basic uh click again the show uh sorry detail the drop icon next to details and then you should be able to see the former version of this new parent node. uh what about yeah or if [silence]
23:00
Speaker 2
Okay, I, there we go, um, details. It just says node. I don't see anything about firmware. Oh, a firmware update. Yeah, okay. It says our current version is 1.0.03.900. It's letting us know that there's a current firmware update available. Um, uh. Well, I think 1.0.04 is the latest version. Um, then 03.9 is what we're on and if you click on download obviously down here. Okay. So now that we got that all taken care of, um, if everything's working correctly, the update should successfully go and updated will be current with the firmware.
23:00
Speaker 1
I see. The same as the previous, note. all right. Thank you so much for that answer. So, again, I'm going to put the call on hold for 2 to 3 minutes. Okay, kindly hold on the line. Thank you so much. uh, hello, uh, thank you for patiently waiting.
24:00
Speaker 2
our dot 214447 okay [silence]
24:00
Speaker 1
regarding with this one, sir, I just discussed your issue with my senior technician, and what I can do here on my end is I'm going to forward your case to our second level team, and they will be the ones who will be further or going to further assist you regarding with this issue, since we already tried everything here on our end and tested two different devices and it's still both of them aren't able to get online. Even though we are certain that your modem, which is the one that that was provided by your internet service provider, is online or working. So, for this one, since your case will be forwarded to them or to the second level team, kindly wait for their call back for 24 to 48 business hours. And however, rest assured that I will take a note here that or to expedite the call back process for this case. And again, sir, just to verify one, [silence] last time is your internet service provider spectrum or Verizon Spectrum? Right. That is confirmed and thank you so much for that one. And again, sir, thank you so much for your cooperation and patience and I really do apologize for taking so much of your time regarding with this issue that you have. I understand, sir. And again, rest assured that our second level team will be the ones handling your case moving forward. So again, just wait for their call and thank you so much again for calling links. You have a great day, sir. Sorry? Yeah, they will be calling you within that's correct. They will be calling you. Yeah, don't worry. Wait, do you have a colin Clip?
25:00
Speaker 2
Well, spectrum. Yeah, well, I'm just trying to get it fixed. All right. They are going to call me. They are going to... Okay, because I'm getting ready. I'm getting ready to leave the house for about two hours. It's 10.
26:00
Speaker 1
like callback what do you call this up yeah a preferred callback time so that I can input here on my notes
27:00
Speaker 2
Yeah. Uh, let's see. 1030. Uh, let's try let's try 1:30. Uh, Eastern time. Yeah. And then that way I should be home with no problem. Correct. Yes. Okay. Thank you.
27:00