V2 Rubric Detail — 4925f266-7700-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:57
Duration
8m 9s
Contact
Beau Harrison
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135810
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding CNs
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-18.2)

V2 Grader Summary

The agent provided only vague, non-technical advice (wait, move nodes) without proper diagnostics, tool use, or a clear resolution plan. No ownership, empathy, or escalation was demonstrated, leaving the blinking/red node issue unresolved. Technical inaccuracies were confirmed by Assessment 3 as authoritative, particularly the misinterpretation of blinking red LED as 'fine' when KB indicates disconnection.

V1 Case Analysis

Customer reported child nodes showing fast blinking red then solid red. Agent incorrectly claimed blinking red is normal and provided no valid troubleshooting. Nodes remained offline.

Troubleshooting Steps
  • Advised customer to wait a few minutes
  • Suggested moving child nodes closer to each other
  • Speculated app issue without validation
Key Observations
  • Agent stated at [02:00] and [04:00] that blinking red is normal, directly contradicting the KB (blinking red = disconnected or modem issue).
  • No product model, serial number, or warranty information was collected, violating protocol.
  • Agent failed to verify WAN/internet status on parent node before troubleshooting child nodes.
  • No reset, power cycle, or pairing procedure (5-press or Pair button) was suggested despite solid red indicating failure.
  • Agent incorrectly attributed issue to app bug without validating node LED states or topology.
Positive Highlights
  • Agent remained engaged and attempted to guide the customer despite poor call quality.
Agent Errors / Gaps
  • Incorrect LED interpretation: stated fast blinking red is normal (KB: blinking red = disconnected or modem issue).
  • Incorrect LED interpretation: stated solid red is acceptable (KB: solid red = no internet or disconnected).
  • Failed to collect essential product details (model/serial), preventing accurate troubleshooting.
  • Did not verify WAN connection or parent node status (solid blue/white) before addressing child nodes.
  • Did not suggest any valid remediation: no power cycle, no factory reset, no 5-press or Pair button pairing.
  • Incorrectly blamed app functionality without validating actual network state or LED behavior.
  • Provided no actionable next steps or escalation path; left customer with unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirms nodes are working; advises customer to 'just give it some time' and monitor, leaving issue unresolved.
R2 Not Met Diagnostic thoroughness conf 93%
No systematic troubleshooting performed; only vague advice to wait and move nodes without diagnostics like power-cycle, reset, or WAN check.
R3 Not Met Correct resolution path conf 90%
Agent does not assess warranty, hardware fault, or choose proper path (e.g., reset, firmware check); defaults to passive waiting instead of active resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent does not identify symptoms systematically, asks no diagnostic questions, and misattributes blinking red as 'fine' without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (admin UI, app, logs) used or referenced despite need to verify node status and signal strength.
T3 Not Met No misinformation conf 94%
Agent incorrectly states that fast-blinking red is 'fine'; per KB, blinking red indicates disconnected child node, which is a problem.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never frames the call, provides clear agenda, or guides conversation; jumps between statements without structure.
C2 Partially Met Confirmed understanding conf 86%
Agent uses simple terms but fails to confirm understanding; customer repeatedly expresses confusion yet agent does not adapt explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent shows no ownership — avoids committing to actions, offers no follow-up, and shifts responsibility to customer to 'wait'.
O2 Not Met Proactive follow-through conf 91%
No specific next steps, timelines, or commitments given; only vague instruction to 'monitor it'.
O3 Not Applicable Closure confirmation conf 85%
No indication this is a repeat contact or that prior case history was referenced.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Issue remains unresolved with clear technical complexity; agent should have escalated but did not, failing to recognize warranted escalation.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offers no empathy or acknowledgment of customer's frustration; tone remains flat and procedural.
X2 Not Met Tone & rapport conf 88%
Agent does not adjust tone or pace to customer's confusion; continues with generic responses despite visible engagement issues.
X3 Not Met Overall experience conf 90%
Customer is asked to repeat information and wait; no effort to reduce friction or handle steps on agent side.
Call Transcript12 turns · 13 lines
Speaker 1
this is linksus technical support calling this call is record call for quality assurance please hold as we connect you to a linksus specialist hello sir bo yeah of this is uh dylan again i'm calling uh calling from is technical support yeah i i don't know we got why we got disconnected but uh anyway uh yeah i i just went through yes sir oh okay all right sir now but always sir just to verify with you uh in total you will now have 10 notes okay all right sir
00:00
Speaker 2
Hello?
00:00
Speaker 1
I'm sorry, sir, you're cutting in and out. Uh-huh. Just give it some time, sir? No. Actually, that's a normal light pattern. Just just give it some time at least two minutes. Uh you you also need to ensure, sir, that uh you place the child nodes uh within like 30 to 50 ft away from the other nodes so that it will have a better communication. Oh, okay. That's good. All right.
02:00
Speaker 2
Okay, the the one, the original child mode, we were trying to plug in to see if it would grab on the network is now blinking red. Is that bad? Okay. Okay. Just a but blinking red is fine. Okay. Okay. Yeah, it's between two nodes actually now that are one's probably, I don't know 20 feet and the other one's about 20 feet.
02:00
Speaker 1
That's good to hear. No. It's actually strange. So, um, since we have already uninstalled and reinstalled the link, this app sir, it should have been updated or should have been fixed. So, I think there's something wrong with the app that needs to be looked into. So, for now, let's just wait.
03:00
Speaker 2
what I noticed in the app is that you know there you have a different symbol for uh nodes child nodes that are connected on landline versus ones where Wi-Fi connected and right now it says on the app that every single one of mine are on a landline which is not true so that's that was something strange that happened a couple days ago. uh. okay.
03:00
Speaker 1
wait for for or let's just continue to monitor it. Give it some time. I think it's just, um, Oh, it's it's a fast blinking red. both child nodes. Like, did did you already relocate both child nodes? Mm. I think it's it's it's having like trouble connecting to the to the internet again or to the network.
04:00
Speaker 2
[KEEP_UNCERTAIN] Okay. So these Tile ones, it's okay if they're blinking red though, right? I mean, it's a fast blinking red. I'm not familiar with this one. So I was going to say it wasn't quite sure. Yes. On both, which is weird. Yeah. Yeah, I did. And they went from the blue into the boot up and all that. And then they just started having this blinking red. Yeah, it's not saying, I mean, this one,
04:00
Speaker 1
Mhm.
05:00
Speaker 2
Downstairs is probably 15 feet from one that's connected through the landline and it should be very powerful.
05:00
Speaker 1
one of the child node we just added, before we plug in the other one. Like, let's ensure first that the, other child node will go online before we we look, I mean, plug in back the other child node, the second child node. all right. It's a solid red. I think it had an issue picking up the signal. Mm. Can you can you try like, can you try moving it?
06:00
Speaker 2
Okay. Okay. No problem. And now the one, the other child node I finally went to, it's just a solid red now. Okay. convince I have a place to plug it in I was trying to put it here strategically give the network a chance but just see if I could move over here Thank you Thank you Let's just in the blue If there is silence or no speech output only silence
06:00