V2 Rubric Detail — 42661d8a-74a2-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 16:39
Duration
5m 27s
Contact
Nick Rahn
Issue Type
Speed/Performance
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication3.75/5
Ownership3.21/5
Escalation4.00/5
Customer Exp0.00/5
Overall52.0% (-4.0)

V2 Grader Summary

The agent identified weak backhaul signal based on logs and recommended node repositioning, then escalated appropriately. Technical accuracy was maintained, but full resolution was not achieved. Empathy and effort reduction were lacking, and troubleshooting was incomplete. Escalation was warranted and executed with partial documentation, supporting an 'Appropriate Escalation' outcome.

V1 Case Analysis

Customer reports weak signal on two mesh extenders (-76/-74 dBm). Advised repositioning the garage node closer to the router/wired node and to resend logs once back online.

Troubleshooting Steps
  • Reviewed signal-strength logs from the mesh system.
  • Advised moving the garage node closer to the router/wired node.
  • Requested updated logs after the node reboots.
Key Observations
  • Agent accurately diagnosed weak backhaul signal as the root cause of performance issues, aligning with KB guidance in `universal_mesh_backhaul.md` and `velop_mesh_node_placement.md`.
  • Correctly advised repositioning the node to improve signal strength, with target RSSI of -70 dBm or better.
  • No product model, serial number, or warranty information was collected or referenced, missing key protocol requirements.
  • Call ended without confirming resolution or establishing a clear follow-up process beyond requesting logs.
  • Agent did not verify whether the wired node was functioning as a parent or whether Ethernet backhaul was in use, leaving topology details unclear.
Positive Highlights
  • Accurately interpreted diagnostic logs and identified weak RSSI (-76/-74 dBm) as below the recommended threshold (-70 dBm or better) per KB guidance.
  • Provided correct guidance to reposition the garage node closer to the parent or wired node to improve backhaul signal strength, fully aligned with `universal_mesh_backhaul.md` and `velop_mesh_node_placement.md`.
  • Recommended requesting updated logs after node relocation, a valid next step for remote verification.
  • Maintained a polite and patient tone throughout the call, allowing the customer to explain constraints (e.g., difficulty pulling Ethernet).
  • Correctly explained that poor signal on one node can affect overall mesh performance, demonstrating understanding of mesh topology.
Agent Errors / Gaps
  • Did not ask for or record the product model number, which is required for model-specific troubleshooting (e.g., SPNM60 vs WHW03 vs MX series have different LED behaviors and backhaul capabilities).
  • Did not collect or reference the serial number, which is necessary for warranty validation and case tracking.
  • Did not verify warranty status or discuss support eligibility, missing a key protocol requirement.
  • Did not reference or create a HappyFox case number, violating case management protocol.
  • Did not confirm whether the issue was resolved before ending the call; outcome remains unverified.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; only asked customer to move node and send logs without verifying outcome.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified weak signal values and suggested moving a node, but skipped key diagnostics like WiMan scan or web UI signal check.
R3 Partially Met Correct resolution path conf 85%
Agent escalated after asking for node relocation, but did not confirm warranty status or explain limitations of out-of-warranty support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly interpreted log data showing poor RSSI, but did not ask about internet connectivity, LED status, or other symptoms to narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used logs but did not guide customer to use WiMan or web UI (e.g., http://192.168.1.1) to validate signal strength in real time — a missed opportunity for active diagnosis.
T3 Met No misinformation conf 97%
Guidance to improve signal to -70 dBm or better aligns with documented best practices in velop_mesh_node_placement.md and universal_mesh_backhaul.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained flow but failed to set clear agenda or expectations; transitions like 'it will just take max of three minutes' lack precision.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated key points, and confirmed understanding through conversational cues.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took ownership by reviewing logs and initiating escalation, but did not commit to follow-up timing or action.
O2 Partially Met Proactive follow-through conf 85%
Next step was to send logs once node is back online, but no specific timeline, method, or ownership was established.
O3 Met Closure confirmation conf 95%
Agent referenced prior log analysis from earlier disconnection, showing awareness of case history.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation decision followed repeated troubleshooting attempts and persistent signal issues — valid trigger per universal_escalation_guide.md.
E2 Partially Met Escalation prep & handoff conf 85%
Escalation announced but lacked details: no expected response time, case reference, or explanation of next steps to customer.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of the customer's frustration about moving nodes and the difficulty of pulling a wire.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, procedural tone and did not adjust style to the customer's expressed concerns.
X3 Not Met Overall experience conf 90%
Customer was asked to physically move nodes and repeat log collection, adding effort without offering alternative shortcuts.
Call Transcript10 turns · 10 lines
Speaker 1
This is link support calling. This call is recorded for quality assurance. Please hold as you will as we connect you to a link specialist. Hi. This is May giving you a call back. Hi. Nick. You're welcome. We got disconnected a while ago. So, yeah, I'm done checking the logs here and it shows that the two extenders are no longer in a good spot. The threshold for out for this one is just negative negative 70, but yours uh it has here negative 76 and then negative 74. Is there a way for you Nick to find another spot for your wireless nodes to be turned? We just need to make this one at least negative 70 or negative 69, 68, not negative 71 up. Can you find
00:00
Speaker 2
Hello. All right. Thanks. Yeah, thank you. Hi. Yeah. Okay. Mm-hmm. Mm-hmm. Mm-hmm. Yeah.
00:00
Speaker 1
Still on the same location, just another outlet. Power outlets. Uh-uh. Ah, there's no other. Yeah, you can.
01:00
Speaker 2
I can yeah, I can move the garage one. I've already moved the one that's called pool house. I've already moved that and moved the master router that it connects to. Like I there, there is no other option for that one, but I, I can move the, yeah, I can move the garage one if that makes. Do you want me to go do that? Okay, all right. I'm hoping to eventually be able to pull a wire for that. It's, it's just, um, it's, it's, it's a, it's a big task. It's like taking a, and then holds a drywall and all that kind of stuff.
01:00
Speaker 1
Okay, so let's have that one instead. Probably this other child node that is having, wireless child node that is having a high signal. Well, that signal will also improve given that the other one will be relocated. Your two wireless nodes are the one close to each other, right? Or they're far from each other, they're near instead to the wired one, wired nodes. Good. Uh-huh. Uh-huh.
02:00
Speaker 2
Well, the strategy yeah the strategy was to place them as close to the wired mode as possible. I mean literally the the one wireless node. Oh, and they're just separated by a wall. think I think that's why the frequency the signal isn't doing very well. Uh because I mean they they are uh shoot uh 5.
02:00
Speaker 1
I see. All right. Uh-huh. Yeah. It will just take a max of three minutes. Yeah. Uh-huh. Um, it will affect the rest because they're working like one. So all nodes should have a good signal strength because even though the wired ones are surely like getting enough signal from where it's wired, but then for this wireless, um, it will be also affected.
03:00
Speaker 2
Are you still there? Yeah, okay. Yeah. Okay. Um, so I just, I moved the one node, um, and I guess we'll probably need to wait for it to come up before we can check its, uh, signal. Could those be the culprit? Bad wireless nodes. Could that take down the whole network?
03:00
Speaker 1
So, uh, yeah, prior escalating your case to our advanced team. We need to make sure that this node receive enough signal. Silly [audio disturbance]. And your laptop is not near with you now, right? That's another spot. Okay, good. Yes, I need you to send the logs again once that one is back online. I will just check if it's already fine.[silence]
04:00
Speaker 2
Sure. Lets see it this, when this garage one comes back, what it does. No it it's I got to move the node even closer. I'm waiting for it to come up and I've got, I'm sitting my laptops on my lap. Uh, what would you like me to pull up? Got it. Kinda. So, back to troubleshooting.
04:00