V2 Rubric Detail — 4d7d0274-706f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 08:24
Duration
38m 52s
Contact
Bertjan Smit
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134726
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided a non-existent URL (myrouter.dugduggo.com) instead of the correct myrouter.info — a clear case of Non-Adherence to Approved Resources (F) under the auto-zero policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the customer's persistent 'no internet' and low-speed issues, providing factually incorrect information (fake URL, 'one port' myth) and losing control of the call. Despite accessing the router UI, key mesh diagnostics were skipped, and no escalation was made. The provision of a hallucinated URL triggers an auto-zero under compliance rules.

V1 Case Analysis

Customer reports child node solid white but no internet; speed far below ISP plan. Agent power-cycled modem and parent, attempted router UI access (incorrect URL given), guided through Instant-Topology and speed test on parent node. No backhaul or placement diagnostics performed. Issue unresolved; advised to monitor and call back.

Troubleshooting Steps
  • Power-cycled modem and parent node (modem first).
  • Attempted to access router UI via myrouter.info (incorrect URL given later).
  • Guided customer to Instant-Topology to view node status.
  • Ran external speed test (Fast.com) and recorded results on parent node.
Key Observations
  • Agent provided a dangerously incorrect router URL (myrouter.dugduggo.com) — a clear and severe accuracy error that could expose the customer to phishing.
  • No product model was identified; serial number was captured but not used to determine model or warranty.
  • Speed test was run on the parent node, not the affected child node — this does not diagnose the actual issue.
  • Agent failed to diagnose or even mention backhaul signal strength, node placement, or interference — all critical per KB velop_mesh_node_placement.md.
  • Instructions were confusing and reactive; agent did not control the call flow or set clear expectations.
Positive Highlights
  • Created a case for the customer.
  • Attempted a power-cycle of the modem and router, which is a valid first-step.
  • Asked for the serial number (captured: 65G10124S01544).
  • Attempted to guide the customer to the router web UI for diagnostics.
Agent Errors / Gaps
  • Provided a bogus and unsafe router URL (myrouter.dugduggo.com) instead of the correct http://myrouter.info or http://192.168.1.1 — a severe ACCURACY and PROTOCOL violation.
  • Failed to obtain or confirm the product model number, which is essential for accurate support.
  • Did not verify backhaul signal strength or suggest proper node repositioning per KB guidelines.
  • Ran a speed test on the parent node while the issue was with the child node — this does not validate the actual problem.
  • Did not follow mesh node placement best practices or use diagnostic tools to isolate the issue.
  • Gave unclear, repetitive guidance and did not confirm resolution after power-cycle.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer repeatedly states 'no internet' despite white LED, and final speeds (1.4 Gbps down, 910 Mbps up) are inconsistent with their 4.8 Gbps subscription; agent declares 'it's all good' without resolving core instability or speed deficit.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent performed power cycle, speed test, and attempted router access, but skipped essential mesh diagnostics like backhaul signal check, node topology review, or wired backhaul verification.
R3 Partially Met Correct resolution path conf 86%
Agent pursued basic troubleshooting appropriate for a connectivity issue but failed to escalate or adjust path when customer reported persistent instability and subpar speeds for a high-tier plan.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (no internet, slow speed, solid white LED) and asked about subscription speed, but did not logically isolate cause (e.g., backhaul vs. ISP vs. device) or use signal strength as a diagnostic tool.
T2 Not Met Appropriate tools / resources used conf 93%
Agent incorrectly directed customer to 'myrouter.dugduggo.com' instead of myrouter.info or 192.168.1.1, and failed to use the router dashboard (Instant Topology) effectively despite accessing it.
T3 Not Met No misinformation conf 95%
Agent claimed 'only one working port on the modem' — factually incorrect for most gateways — and provided a fake URL, demonstrating material technical inaccuracy.
Communication
C1 Not Met Clear & professional language conf 91%
Frequent silences, repetition ('check at the bottom' x4), and disorganized flow (switching between speed test, topology, browser issues) show loss of call control and unclear transitions.
C2 Not Met Confirmed understanding conf 89%
Agent used terms like 'Instant Morphology' (not a real feature), gave unclear instructions, and did not confirm understanding when customer struggled with browser redirects and router login.
Customer Ownership
O1 Not Met Ownership & empathy conf 87%
Agent ended call by telling customer to 'monitor and call back' without taking ownership of unresolved instability or scheduling follow-up.
O2 Partially Met Proactive follow-through conf 81%
Agent advised customer to monitor connection and call back if issues recur, but provided no timeline or proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remained unresolved with ongoing 'no internet' reports and significant speed shortfall; escalation to L2 or engineering was warranted but not initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and since E1 is Not Met due to failure to escalate a warranted case, E2 is scored as N.A. per rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Agent thanked customer for patience and ended politely, but showed minimal empathy during troubleshooting despite customer frustration and repeated issues.
X2 Not Met Tone & rapport conf 89%
Agent did not adapt to customer’s confusion with browsers and URLs, repeated instructions without checking comprehension, and used incorrect terminology.
X3 Not Met Overall experience conf 91%
Customer was forced to switch devices (laptop → iPad), try multiple browsers, and re-enter URLs due to agent error, significantly increasing effort.
Call Transcript69 turns · 72 lines
Speaker 2
Yes, hello? Uh, I'm sorry, I, I think I, uh, I, I, um, touched something on the phone. They'll disconnect now. Okay. Uh, yeah, in in, in the meantime, um, I, uh, disconnected the child uh, unit where from the cable. So, and I restarted it, and now it is lighting up white. Uh, wired. Uh, sorry, uh, wireless.
00:00
Speaker 1
Okay. And, oh, it's working. Yes, sir. Because if you wire this child node straight to the modem, maybe it's not working because usually, there's only one working port on the modem, but it depends to your subscription speed. So for example, your subscription speed is 1 GB PS. It means there's only WAN working on your modem, sir. Okay. So right now, child node is solid white. Okay. So it means it's connected cuz it's flashing. It's solid white again. So do you want to relocate this child node somewhere else to enhance or extend the Wi-Fi?
01:00
Speaker 2
Right, yeah. And now it is working again. Yeah, Yeah. That's not possible, actually. I, I can I can,
01:00
Speaker 1
Mm-hmm. Okay. Mm-hmm. Mm-hmm. Yes, sir. So since child node is solid white, again, do you want to, you don't want to like put this one further away from the parent? [silence] Oh, okay, okay. So all nodes right now are solid white. Okay. So it's all good, sir. [silence] Anything else that you want me to [silence]
02:00
Speaker 2
It's a little bit closer to the parent, but I don't think that helps. I can check now what the speed is, but the speed is normally not the issue, because it is a lot slower than the speed of the supplier's modem, but the main thing is it stays stable for the connection. Yeah. Um, no, it is already far away from the parents. Yes. Yes.
02:00
Speaker 1
assess you, but of course, sir, in the future, if you need assistance, you can always give us a callback. You already have your record here. I created your case already, sir. What's your subscription speed, sir? Okay, but your subscription speed is around how many GB per second?
03:00
Speaker 2
Yeah, okay, thank you. But now I checked the speed, but the speed of the internet is now very low. It's much lower than it used to be. Yep. Uh download 20 and upload 32. Ah, uh I have to check. Um, I, I think it was uh Wi-Fi 7 and it was pretty fast. I have to check. Uh huh. Um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um,
03:00
Speaker 1
shots I expect a an one G BPS there it is me find out we let me just get because I did not hear clearly your subscription speed is. [silence]
04:00
Speaker 2
prescription it should go up to 4,800 megabit per second total and uh the uh the uh 2.4 is uh uh 547 47 74 574 megabit and uh five gigatz should have 2,402 okay uh for the 5 GHz 2,402.
04:00
Speaker 1
so you have different subscription speed, I mean, your subscription speed to your ISP is it one gigabit per second or how many gigabit per second? I don't know, not the system, but your subscription speed to your ISP, the one that you you're paying to your ISP. Like, if it's if it's [REDACTED_PAYMENT_DIGITS] Mbps, like around one gigabit per second? Okay. And then where did you run the speed test, sir? I see. I see. [ silence ] Your test speed was the public DNS from Google. Okay. And we'll try to simulate a regular user of the internet by using the millions of DNS right. We'll try to monitor or discover where the leakage came from and let me run a traceroute. Thank you.
05:00
Speaker 2
Uh, sorry, I don't understand. I have, uh, you you asked for the speed which is given by the system, eh, maximum. Ah, okay. Now I understand. Oh, sorry. Uh, no, it's uh one mega so 1,000 MB. Yes. Uh, now I did uh speed test.
05:00
Speaker 1
Is it on your phone? On the Len status now? Okay. So this is your personal laptop. Is it a Windows laptop, sir? personal windows laptop okay let me just take note okay so let's run the speed test again okay [silence] girlfriend [silence]
06:00
Speaker 2
No, I know I did test it on the laptop for my work. Yeah. It's a Windows laptop, yes. Yes. Yeah. I, I have to say before weeks ago I always worked with the child, [silence] Linksys which was a little bit closer to the parent, place so about. [silence]
06:00
Speaker 1
uh-huh, uh, you mean, uh hold on, the child node as you relocate it, the child node is wired to a wall port, but let's just run [silence] uh-huh, [silence]
07:00
Speaker 2
[KEEP_UNCERTAIN] 4 meters closer. Maybe that is better. But I I removed it closer further away further away because I then could connect it to the cable. I have here at the end of the office, I have a cable. So I thought I connected with the cable and it should be faster, but it doesn't didn't work. shall I uh place it back closer to the parent uh system? And then try the speed again. No, not not not now. I I disconnected the wire, because otherwise it wouldn't work with the wire. So with the wire, uh it didn't work. I I guess
07:00
Speaker 1
But let's just run the speed test again while the child node is there.
08:00
Speaker 2
orange, LED. And, uh, without the wire, it is wireless. It does work, but it is very slow. [silence] [ silence ] Hmm. I click again. And, uh, it should be, yes. Uh, I don't know how to check that. Ah, now I have this issue again that I have no internet. So now, now the, [ silence ] Yeah, it is connected to a linkage.
08:00
Speaker 1
uh-huh.
09:00
Speaker 2
yes it is connected to uh linksys but uh I check again yes it is connected but it says no internet so that's that's that's the main issue all the time I have I have uh ah Wi-Fi range I have connection but I don't have internet then uh yes I I tried but I cannot because there's no internet the light is still white that that's the issue uh and maybe I can change one of the child uh
09:00
Speaker 1
uh... I don't know uh you mean swap the nodes? So you want to swap it you want to like swap the nodes like like the parent node and one of the child nodes? uh okay can you check first if all the
10:00
Speaker 2
how do you say that? I can change one of the child receivers. I switched them. Maybe that helps. uh swap the, the one from the office uh, where I'm now, with the one from the office upstairs. So I, I switched the two. [silence] no, only uh the, one of two child nodes. [silence] I, I swapped the, the child nodes. Is that, is that any solution? Maybe then we can check if the this one is this one is failing and the other one is is working correctly.
10:00
Speaker 1
child if all the nodes are online sir click instant topology a click the menu because you are on the launches now right now click the menu uh we are here right now your your lock on your laptop uh you can always open it even if there's no connection sir cause you were able to run the speed test earlier Okay, can I can you like bring down bring this laptop near to the parent node instead?
11:00
Speaker 2
How do you check that? I'm not at a link sys, uh, uh, no, I have no, uh, I'm now I have a laptop, but I have no internet connection. Yeah, but, but then the, the connection got lost from the internet. yes, that, that's possible.
11:00
Speaker 1
What is that sir? Double check if the laptop is still connected to Link SFS.01544. And, yeah, and sir, also kindly double check if the parent node is the Link FS.
12:00
Speaker 2
okay, let me see, uh, nah. Yeah, it's, it's, it's frozen. Yeah, just a minute. I, uh,
12:00
Speaker 1
and check at the bottom. Ah, sir. Let's just make sure. Check at the bottom of the parent node, if this that is the link says 01544. At the bottom of the parent node. Check at the bottom of the parent node. Check at the bottom of the parent node. Is what's the serial number.
13:00
Speaker 2
Yeah. Um. I'm checking. Okay. Uh. uh. Okay. Uh. Okay. That that's still white. So that's that's still okay. And I'm now about at the bottom, yes. Uh what uh what do I have to do? uh? Yeah. uh. uh. serial number. uh. uh. uh. uh. uh. Okay. Uh. Let's see 65 6 G101, uh. Whenever you go. uh. uh. uh. Uh. uh.
13:00
Speaker 1
Mm-hmm. Okay. Okay, so you cannot access a website while you are right next to the parent node? Okay, let's just restart this one. Let's just restart here. So, kindly power off the modem and power off the parent node. Right after that, power on the modem power on the parent node right away. Yes.
14:00
Speaker 2
and 24 s 0 1 5, 4
14:00
Speaker 1
Yeah, just power it off. Okay after you power off the modem, power off the parent node. Okay kindly turn on the modem also. Kindly on the parent node also.
15:00
Speaker 2
okay so first uh everything off and then power on the um, so okay. i restart the modem of the supplier? Yes. Yeah, now now I did power it off and now I power it on. and Yes, I have. So I just powered on the modem of the supplier again and I still have the parent uh off. Sorry? Yeah. Okay. [silence]
15:00
Speaker 1
Uh-huh. First, all the lights on the modem are blinking. How about the parents know? Okay. What's the brand of this modem, sir? Six all I [silence] IH when I uh is my Royal T dash of five zero t 61 uh huh okay okay check if your laptop is connected still on link said zero 1,544
16:00
Speaker 2
Yeah, this is a G 65, and now it is restarted, yeah. Now it is restarted and everything is green and in the okay. And the Linksys's parent is still blinking blue. It takes a while, and now it is white. Yeah, now it is white. Okay. Okay. Okay. Okay. Checking. Yes, let me check. Yeah, now it is gone.
17:00
Speaker 1
Mhm. [Silence] You can access a browser now. Okay, so on your laptop, run the speed test. Internal external speed test. [Silence] Is that download a download? Mhm. Download. Upload.
18:00
Speaker 2
It is connected. It's also connected to the internet again. Yes. Let me try to get the speed test up. Yeah, now I have about download. It's getting getting up to slowly getting up to 540. Yeah, 540. And the upload is still running up. 400.
18:00
Speaker 1
Okay, so that's going uh good enough but of course you need to monitor this one. Sir, let's just double check if all the nodes are online. So, you are on the external speed test right now. Kindly click and send Morphology. Instant Morphology. Are you are on the external speed test right now? Kindly click on Menu. H-hM. You can see it right there. Linksys now there's home, there's Menu, there's support. Can you see the page? [exhale]
19:00
Speaker 2
Website you mean? [silence] linksys. [silence] yes. [silence] I am yes. [silence] uh no. [silence] I see a uh linksys uh [silence] for SIP product support. [silence] yeah. [silence] no no I don't uh. [silence]
20:00
Speaker 1
oh, oh, okay, uh, sir, how about this one? Yeah, I guess you are not on the router settings. Uh, kindly open Chrome. Do you have Chrome on that computer? Okay, okay, okay, and then make sure to type this information on the web browser. Type in myrouter,گر.info.
21:00
Speaker 2
no menu. No, I have only, I see only a support check, please fix it, the questions contact me in the story. Maybe I'm not as like. Yes, yeah.
21:00
Speaker 1
My Router my my Router.info [silence] And then hit on enter [silence] And then [silence] what can you see what can you see right there on the page? Is it asking for a router password? Yes [silence] Or maybe your laptop is not connected to the device 01544.
22:00
Speaker 2
my router uh okay yeah yeah okay um it's asking for uh trying to read Linux now uh your current device is not connected to your router's network ah I have a business uh laptop here uh that that is maybe going to give issues I can try on the iPad it should work also. [silence]
22:00
Speaker 1
access restricted on Safari on your phone. What browser is that? Okay, take your time. [silence]
23:00
Speaker 2
yes, I think so let me just try Safari it will also work here just a minute I have to check if I am on the link cis yes okay now I try it with Safari now I'm getting a there I'm still getting another browser just a minute yeah duck
23:00
Speaker 1
But do you have an iPad? How about an iPad? Oh, iPad, so just make sure iPad is connected to your Wi-Fi. Mm-hmm. Oh, but you said you're using Safari. Do you have Chrome or Microsoft instead? Okay. [silence]
24:00
Speaker 2
Ah, yeah, I'm on the iPad now? yeah. Yes, I have. but is still going to the a Duck Duck Go browser. yeah. yeah, I tried to click Safari but it still goes to the AR browser. uh, lemme just go to umbrella. I don't know if that helps.
24:00
Speaker 1
You can clear history on your iPad. Clear history, on your iPad, clear history.
25:00
Speaker 2
Sorry. Yeah. It doesn't, just a minute, it doesn't work is he. Yeah, I cannot install the Google. Yeah, okay. Try again. Yeah.
25:00
Speaker 1
Why? Mm-hmm. [silence] Oh. Just close, just use one browser, one browser at a time. Mm-hmm. Oh, so close all the browser first. M-hm. Goes to where? M-hm. So it's uh it's going to a different.
26:00
Speaker 2
uh, goes standard to uh to Google again and i cannot lock in yeah i have to uh uh change the settings again it's crazy it's it's it's still goes to the uh to the duck browser uh nah uh crazy i don't know how to get
27:00
Speaker 1
site right away uh-huh uh-huh and what's uh what the name of the browser uh can you spell out uh-huh duck duck go browser. oh oh yes, I guess this is for privacy
28:00
Speaker 2
Browser.Browser yeah it's going to a different browser uh DuckDuckGo u D U C K and then again D U C K yeah .com .com yeah it's the one that this that doesn't follow uh everything so you don't get uh advertisements and everything
28:00
Speaker 1
Let's try this DuckDuckGo browser. My router. My router. It's myrouter.dugduggo.com and then myrouter.dugduggo.com and hit on enter. [silence] Yeah. Do you happen to remember what's your router password? [silence] No. Okay. No. Do you have your own list? Yeah. You wish. No.
29:00
Speaker 2
yeah okay uh how can I get through there what it was address I found links yes no info ah okay yeah now it says a router password don't but I can check it yes I can um um
29:00
Speaker 1
I no, sir. No, don't do that. Sir. P on T on PP, your hand is free. I'm on mute. I'm on. You're on mute.
30:00
Speaker 2
yes I I uh I'm now in the in the links yes and it's instant apology uh [silence]
30:00
Speaker 1
Yes, you can click the menu. Click Instant Topology? And how many nodes are online? Perfect. So, it means three nodes are all working good. So, kindly click the menu again. And then let's run the speed test. So, below Instant Topology, click on External Speed Test.
31:00
Speaker 2
I have to go to the menu? InstantTopology, yes? I did? Yeah, I done, I done. Three, yes. ID. OK. And just a minute. Uh, Uh, Uh, Uh, Uh, Uh, Uh, Uh,[silence]
31:00
Speaker 1
Okay, hold on sir. Okay, just give me a minute. Just give me a minute sir. Hold on. Okay, sir, just give me a minute, okay? By the way, sir, can you cl
32:00
Speaker 2
[silence] Yes. And then it says test with cloudflare or test with fast.com. [silence] Yeah.
32:00
Speaker 1
click home. Can you click home first? Besides menu, click home. And then once you're there in home, at the right page, you can see. There one Gbps connected speed, right? Okay, there's speed check speed right there, let's do that instead. Yeah, you can just do any of the page either test with cloud or test with fast, okay? Yes, you can. Okay, hold on. Let me just take the web ran speed test.
33:00
Speaker 2
Yes. Yes. Yes. Okay, but it still has the option on Cloudflare or fast.com. Yeah. Okay, I clicked fast.com.com.com? It is 1.5, 1.4 gigabytes per second.
33:00
Speaker 1
okay what's the speed again let me just take note it's not showing download and upload right there .
34:00
Speaker 2
Powered by Kumpulan Digital National.
34:00
Speaker 1
One, sorry, sorry, I got confused. 144.0 megabit. 1440. Okay. Okay. Okay. And then what else are you seeing right there? Okay, 910. Upload. And then how about download? Oh, okay. Upload 910. Okay, this is good.
35:00
Speaker 2
Four. Four. 0. Mega. bits. and upload is. 910. Yeah, 1. 144. The upload. It's, it says with the arrow. down, sorry, download. 1440. mega bits. No, 1440. So, 40. Yeah, megabits. That's 1.4 gigabits. It's just a 910 megabits upload. And that was the 1440 megabits. Yeah. [silence] Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Okay, thank you. Uh, I already, uh, also did the, uh, the, the, the other speed test. Uh, and it is a little bit lower. [silence]
35:00
Speaker 1
I, where did you run that speed test? Hmm, I saw that. Okay. Yes, and you can compare. So I really, I really be happy if you monitor the connection, sir, and if you need assistance with this one, if you see that the speed is getting slower, you can give us a call here because maybe we can try also to like, uh, move the allocation of the nodes or if we need to swap the nodes or if we need to reset the configure. But of course, before we do that, uh, you need to observe the connection first because we add, we just add the other child node, okay? Okay, so, sir, hmm, hmm. Hmm. Hmm. Hmm.
37:00
Speaker 2
At the Fair, cloudshare, the other in the test. Yes. Yeah. The. The issue is now, if it is stable and it is slower, I don't have an issue, but if it drops out, yeah, the then [silence]
37:00
Speaker 1
yeah so monitor and if it drops sir okay yes if you observe that the nodes are solid white but you cannot access a website then give us a call so we can do further troubleshooting sir but for now it's all good and thank you so much sir for your patience and cooperation my pleasure sir have a nice day to you bye sir you know
38:00
Speaker 2
I have an issue all the time. Yeah. Yes, the same here. Thank you very much for your uh support. Thank you. Have a nice day too. Bye-bye. Bye.
38:00