V2 Rubric Detail — 4add8be6-7408-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 22:17
Duration
16m 7s
Contact
Kelvin Grant
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
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 (5 hallucinated segments, 1 too-garbled-to-score 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
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall9.2% (-16.8)

V2 Grader Summary

The agent failed to resolve the solid red LED issue on the MBE7000 node, neglected KB-mandated troubleshooting steps, provided technically inaccurate information (wrong model name, unsupported beta firmware), and offered no ownership, clear next steps, or empathy. The case remained unresolved with no meaningful progress toward resolution.

V1 Case Analysis

Customer reports MBE7000 node stuck solid red for weeks/months. Agent incorrectly claimed beta firmware disables remote access and offered no valid troubleshooting per KB. No resolution achieved; follow-up required for correct guidance or replacement.

Troubleshooting Steps
  • Confirmed MAC address and LED status (solid red)
  • Suggested beta firmware as a fix without providing instructions
  • Checked inventory for replacement unit (none available)
Key Observations
  • Agent never verified the exact model number despite discussing MBE7000 — relied solely on customer mention.
  • Agent made factually incorrect claim that beta firmware disables remote access (contradicts KB: firmware updates do not disable cloud management).
  • No KB-based troubleshooting performed for solid red LED (e.g., power cycle, reset, firmware update via web UI).
  • Agent failed to collect serial number or confirm warranty status despite discussing replacement.
  • Agent did not confirm whether customer could access web UI or app — critical for firmware update.
  • Customer expressed confusion at [07:00] due to incorrect technical explanation about remote access.
  • Agent implied firmware must be loaded on all nodes simultaneously — no such requirement in KB.
Positive Highlights
  • Agent asked for MAC address to identify the device [02:00–03:00].
  • Agent confirmed LED status and persistence of the issue [03:00].
  • Agent attempted to check replacement inventory [08:00].
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed beta firmware disables remote access (false per KB).
  • Failed to follow KB troubleshooting path for solid red LED on MBE7000 (e.g., reset loop, firmware update via web UI).
  • Did not verify model number before giving advice — relied on unconfirmed customer statement.
  • Did not collect serial number or confirm warranty status despite discussing replacement.
  • Gave vague, non-actionable instructions for beta firmware loading — no step-by-step guidance.
  • Introduced unrelated issue (remote access disable) that confused the customer and derailed troubleshooting.
  • Did not confirm customer access to web UI or app — critical for firmware update.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored router functionality, did not implement beta firmware, and provided no replacement or confirmed resolution; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about LED duration and reset history but skipped key KB steps: power cycling, WAN cable check, modem test, and firmware verification via web UI.
R3 Not Met Correct resolution path conf 96%
Agent pursued unapproved beta firmware instead of standard troubleshooting or RMA for suspected hardware fault; failed to confirm warranty status or escalate appropriately.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent identified solid red LED but did not follow logical diagnostic process per KB (velop_router_setup.md, led_cog_mesh_group_a.md); skipped WAN check, power cycle, and wired device test.
T2 Not Met Appropriate tools / resources used conf 97%
No use of required tools: agent did not access web UI (myrouter.local/192.168.1.1), check logs, or use remote session despite needing firmware/status data.
T3 Not Met No misinformation conf 95%
Agent misnamed model as 'MBM7' (should be MBE7000) and claimed beta firmware was only fix due to no replacements — contradicted by KB which provides standard troubleshooting path for red LEDs.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lacked clear framing, jumped between topics, placed customer on hold without explanation, and lost control during pushback on firmware solution.
C2 Not Met Confirmed understanding conf 88%
Agent used technical jargon ('beta firmware', 'cloud access') without simplification; customer said 'I'm not following you' but agent continued without rephrasing or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred to inventory check without committing to follow-up or taking ownership; did not pursue replacement or resolution path despite customer frustration.
O2 Not Met Proactive follow-through conf 94%
No specific timeline or next steps given; agent said 'let me just check' but never set callback time or followed up on inventory check.
O3 Not Applicable Closure confirmation conf 85%
No prior case history referenced; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Warranted escalation for suspected hardware fault after months of failure was not initiated; agent avoided RMA despite clear need.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'thank you' repeatedly but did not acknowledge customer’s months-long struggle or emotional fatigue over recurring issue.
X2 Partially Met Tone & rapport conf 90%
Agent did not adapt tone or pace when customer expressed confusion; continued with technical explanation without simplification or engagement checks.
X3 Not Met Overall experience conf 93%
Customer had to repeat MAC address due to ASR issues; agent did not leverage known info or reduce repetition, forcing unnecessary effort.
Call Transcript16 turns · 17 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. This is Paul from LinkSys customer assurance team. Can I speak to Kevin? Okay, so, yeah, is this the best time, sir, for us like to work with this with your case? With this specific note. Yes, yes. Those are real numbers. And then in case of this specific note. [silence] 03 did I get correct? Yes sorry please Okay. Yeah, I got it sir. Yeah, thank you. So yeah, thank you very much for this information sir. And about the
00:00
Speaker 2
No. That's not right. I don't think. You want to repeat it? Okay. S 5 9. A is an apple. One. 0. M is a Mary. Two one. E is an Echo. 0 0 2 0 3.
02:00
Speaker 1
What do you call this Mac address? That should be fine. Thank you very much for this information, sir. And, but if you can tell me some more about the issue of this specific node, sir. Is it just so we have based on what you told me it will turn red for few uh. How long will it stay red, sir? Yeah, how long will it take around a minute an hour? How? Yes. How long will it stay a solid white sir when it should happen? Will it?
03:00
Speaker 2
like the last week, no, it stays red, it doesn't change, but it's been going on for like a couple of months, but it used to like eventually if I kept playing with it and resetting it, and then adding it back, it'd last for a couple of days, but it'd kept going out, and now it's to the point where it just turns red.
03:00
Speaker 1
It takes a week a day. yeah, hold on. so it just so it's really random. okay, so just want to confirm, sir, okay? If I got your concern right? So it stays red. yeah, so when so basically the router works fine, but it suddenly turns red, right? Then what you did to make it work is to reset and reconfigure the router. correct? Yeah, reset back to factory defaults. How about if you just reboot the router, will it recover or no? So, yeah, simple reboot will not fix the issue. Rebooting rebooting the router doesn't.
04:00
Speaker 2
I mean, it was different times back then. Now it doesn't even turn right. I mean, sometimes it'd be a week. Sometimes it'd be a couple of days. You know? Yeah, that's what I used to do. No. [silence]
04:00
Speaker 1
And what's the status light of the router right now? Sorry, is it red or white? Okay, it's red. Can we try adding it back to it to the network because what I'm trying planning to do as users will try to we'll have to load it with what we call the beta firmware. Now, because this is actually a possible firmware issue with the router. Yeah. Yeah. Yeah, it's the latest there. So we we will load it with what we call the beta firmware. . . .
05:00
Speaker 2
was they said it had they said all my
05:00
Speaker 1
Yeah, because uh for this one, honestly we don't have like uh a replacement for the MBE. So our fix for this is yeah, to load it with the beta firmware. Oh, you don't have to worry because yeah, after this, once this beta firmware if it works, then hopefully the our team will yeah deploy this firmware. So yeah, as of for now, we'll have to load it with a beta firmware. So anyway, when it comes to performance, it's just the same. So this beta firmware is actually designed to address to fix this issue with the router because we have a reported case. Yeah, actually similar to this. Oh no, sir, just one. No need, sir. Just look at this one.
06:00
Speaker 2
Yeah, but you need to load all eight. You need to load all nine if you're gonna put. No, not just one. I don't want one firmware mismatched. No. Either send me a new one or load all of them with the new software.
06:00
Speaker 1
Yes, because you are loading them with new work and also this new firmware once loaded, then this will, what they call this disable the cloud access of the router. Yeah, the cloud access. If you use the Linksys smart wifi, the app, yeah, the remote access of the app. So the only way for you to manage the router is to access it locally using the app. You cannot access it remotely anymore. Yes, the remote access. So up to this moment, you can access your router remotely, right? Like connect it to different networks using the app. All of them, sir. Yeah, the main router.
07:00
Speaker 2
the what? What are you talking about? I'm not following you. We're months.
07:00
Speaker 1
you can you can manage it remotely using the app right? as of this moment, you can access it. because using the new firmware then that will disable the remote access and also this will not affect with the system. but if that's the case that that that that's the case so you don't want to have this specific router to have like a uh different firmware version then yeah let me please wait just give me uh two three minutes. because yeah upon checking our inventory so we don't have an available replacement for MBM7. so let me just check sir okay. we don't have sir we don't have an available replacement for this model. so just want to check how are we going to proceed with this
08:00
Speaker 2
And why can't I do it over the network? Yeah, I don't know. I haven't tried yet. what Well, when you have a replacement. Okay. [silence]
08:00
Speaker 1
okay first stay in line and I'll try it back
09:00
Speaker 2
Okay, Jeff. So, is that number.
11:00