V2 Rubric Detail — 547a9796-6b59-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:04
Duration
39m 21s
Contact
Stephen Pruneri
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership2.86/5
Escalation5.00/5
Customer Exp0.00/5
Overall48.0% (-8.1)

V2 Grader Summary

The agent conducted some valid diagnostics using the router interface but failed to follow complete troubleshooting procedures, omitted key steps like LED checks and reboots, and did not resolve the core issue. Customer concerns about node re-addition remained unaddressed, and no empathy or continuity was shown. The interaction resulted in a partial resolution with significant gaps in communication and customer experience.

V1 Case Analysis

Customer reports child Velop node drops connectivity after power loss; fears re-pairing requirement. Agent performed ping tests and SSID renaming but omitted mesh-specific troubleshooting (LED/backhaul checks). No model/serial collected. Call closed with self-help instructions to revert SSIDs and email diagnostics.

Troubleshooting Steps
  • Accessed router UI at 192.168.1.1
  • Performed ping diagnostics to laptop (192.168.1.245)
  • Attempted ping to child node (IP not clearly identified)
  • Suggested renaming 5 GHz and 6 GHz SSIDs
  • Requested diagnostic screenshots via email
Key Observations
  • Agent omitted standard mesh node troubleshooting (LED status, backhaul check, node pairing) per KB guidance
  • SSID renaming was irrelevant to the reported node-drop issue after power loss
  • No product identification (model/serial) or warranty verification collected despite being a troubleshooting call
  • Limited empathy and failure to acknowledge customer's frustration about potential re-pairing
  • Call ended without confirming node functionality or providing a clear remediation path
Positive Highlights
  • Correctly accessed router UI at 192.168.1.1 per KB
  • Performed ping diagnostics (though not directly helpful for the issue)
  • Offered to collect diagnostic screenshots via email
Agent Errors / Gaps
  • Missing required product identification (model/serial) and warranty verification
  • Did not follow proper mesh troubleshooting flow (LED status, backhaul, node reset) per KB
  • Provided irrelevant steps (SSID rename) instead of addressing node re-pairing after power loss
  • Lack of empathy and failure to summarize next steps clearly
  • No validation of node reconnectivity after power restoration

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer explicitly states concern about having to re-add the node after reboot ('I'm not going to be happy if I have to re-add it as a node again') — issue unresolved and no fix confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed ping tests and Wi-Fi name changes but skipped foundational steps like checking node LED status, rebooting the mesh system, or testing modem directly — key omissions in standard troubleshooting flow.
R3 Partially Met Correct resolution path conf 85%
Agent continued troubleshooting appropriately and did not dismiss the customer, but failed to offer a clear next path (e.g., firmware update, backhaul check) or escalate despite persistent issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (ping spikes, intermittent connectivity) and asked about node placement and interference, but did not establish root cause or logically sequence diagnostics (e.g., skipped WAN test, LED check).
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the router’s web interface and built-in ping tool to gather diagnostic data — appropriate and necessary for the issue.
T3 Partially Met No misinformation conf 85%
Instructions to access 192.168.1.1 and use diagnostics were correct, but agent inaccurately referred to WPA3 as 'WPA personal three' and assumed 6 GHz support without confirming device capability.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided the interaction through steps but had multiple unexplained silences, no clear agenda at start, and abrupt transitions (e.g., jumping from ping to Wi-Fi name change without explanation).
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms (e.g., 'ping IPv4', 'router diagnostics') without confirming understanding; customer expressed hesitation about changing Wi-Fi names, but agent did not adapt explanation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and remained engaged throughout the session despite technical difficulties and time constraints.
O2 Partially Met Proactive follow-through conf 85%
Agent instructed customer to send screenshots via email and revert Wi-Fi names, but did not set a timeline for follow-up or confirm when support would respond.
O3 Not Met Closure confirmation conf 90%
Customer referenced past issues with node re-addition ('in the past when I've lost it, I've had to re-add the whole node'), but agent did not acknowledge or reference any prior history or case notes.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation occurred, but the agent performed reasonable L1 troubleshooting (diagnostics, config change), so the decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage — agent was still gathering data.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s frustration or history of repeated issues; no empathetic statements or recognition of inconvenience.
X2 Not Met Tone & rapport conf 85%
Agent maintained a rigid, technical pace despite customer’s expressed reluctance and confusion; did not adjust tone or check in on emotional state.
X3 Not Met Overall experience conf 90%
Customer had to repeat steps (e.g., finding device IP, redoing ping tests) and perform manual diagnostics that could have been streamlined; agent did not reduce effort.
Call Transcript54 turns · 61 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. Hello, sir. All right, this is Mark from linksys. Is this the best time to call you back? All right. Well, uh, do you have a computer or log PC that we can use? Okay Is this a Mac or uh Windows
00:00
Speaker 2
Hello, this is Lucas- Yeah. Yeah. Yeah, I've got a little bit of time. I got about half-hour. Let me uh... back on
00:00
Speaker 1
awesome, so, now we open the browser, then we log onto the interface, so you need to enter the address 192.168.1.1, I think it will initially show you a warning page.
02:00
Speaker 2
I'm trying to get the password. [silence] In one,
03:00
Speaker 1
[silence] be taking a quick step forward for the meeting you're Yep. I'll go to troubleshooting. Yeah, plus, oh, resize it. It's on the very left. Um, and there's a tab that says diagnostics. Click that. And, um, before you proceed, sir, uh, the child node is still part of the network, right? It's in the other location. Okay. Uh, both both nodes have steady white lines. [silence] are ready to proceed with the legal part. Um, [silence] and we'll carry out the comm for the double show. So where is it? Uh, under diagnostics, there's a section where it says ping IPv4. Uh, you'll have to [silence] [silence]
04:00
Speaker 2
Worst you can lose. All right. That's right. Yep. Yep. Yep. Yep. Yep. Yep. Yep.
04:00
Speaker 1
[silence] Are the replies consistent? Did it? Yeah, like, or what we were trying to look for is the message that would say request timeout, or okay. And at the moment, you're on which node are you close to? Are you by the parent node or by the child node? Right in the middle of both nodes. [silence]
05:00
Speaker 2
All the times are all different. Yeah, nothing like that so far. I'm probably right in the middle of both of them and sitting across from them right in the middle.
06:00
Speaker 1
You're sure? So the notes are, what do you call this? 16 or 20 feet away from each other then you're in between. Now, let's say, when you open the
07:00
Speaker 2
So our living room is uh, parallel two, lets and I'm sitting basically in the middle. probably 20 ft away. 15 ft away. uh, I'm in-between in to the left of them. So I'm still sitting about 15 ft away from them. But I'm basically sitting in the middle of the two. Yep, exactly.
07:00
Speaker 1
Wi-Fi of this laptop, sir. We expect it to detect other Wi-Fi's light Wi-Fi's from the neighbors. Like, does it detect a lot or just a few? Okay. Okay. The Wi-Fi. So, uh, maybe the or the neighbors are far from your house. [silence]
08:00
Speaker 2
uh, no, we're pretty rural where we're at, so our lots are acre lots. I usually only get maybe one, uh, their Wi-Fi, but I'm obviously not connected to, um, Yep, Yeah, we're on one acre lots. So, it's, you'd have to say they're a good 50 to 100 feet away from me.
08:00
Speaker 1
Is it? still [silence] running ma'am, right? [silence] You didn't show any message like request timeout [silence] or destination host unreachable or any error message.
09:00
Speaker 2
no inconsistencies as far as uh the ping details the only thing every once while it goes up to 10 ms when it averages anywhere from 3 to 4. Yeah, nothing. No errors.
09:00
Speaker 1
Okay, all right. We can stop this ping. Okay, and then just hit okay at the bottom. And then let's go to the device list. That's on the upper left. And this laptop that we're using right now, is it on the list? Like does it display the name and then can you click on it and then confirm what's the IP address of this laptop? Okay. Or maybe, well, check it on the actual laptop instead. What you have to do is to hover over to the Wi-Fi icon of the laptop. And usually there's a check mark to the Wi-Fi where it's connected. Aside from the check mark that says, one nine two, 1068.40245. One into 1068.1.245. Okay. Awesome.
10:00
Speaker 2
I don't have this one named so I have to go figure out which one it is. So uh uh uh. Uh uh uh. Uh uh uh uh uh uh uh uh uh uh uh uh uh uh. Yeah, I found it. It's 245. I found it. I found the device. I found the device on the on my list. Yeah. 245. Uh uh uh uh uh. Yep.
11:00
Speaker 1
Okay. Now, let's go back to troubleshooting and then diagnostics. And this time, enter the IP address of this laptop. So that's 192.168.1.245. Then set it to unlimited. Then start pinging. [silence]
12:00
Speaker 2
I don't know why the screen went away, but it did that and the troubling window went away. Let me try it again. Okay. It's weird. I did hit it and now it says an unexpected error AJAX error. A J A it's a _ajax error.
13:00
Speaker 1
Let's try refreshing the page.
14:00
Speaker 2
Yeah, it's going down. I just hit it again.
14:00
Speaker 1
Okay. Oh, is it running best time? [silence] Okay. Can you uh, uh, take a screenshot? Sure, uh, that's okay.
15:00
Speaker 2
[KEEP_UNCERTAIN] [silence] [silence] Yeah. Again, I'm saying a similar pattern where some of the time it's only like two to three milliseconds and then it's creeping up into the hundreds or the 60s. I don't know if that's normal, but this one is seeing a lot more of those spikes than the router was. Yeah, it's just very small. The window, you can't make the you can't make the window any bigger, so it only captures like a sequence of 10 or 15 events that I'm happy just to see with it.
15:00
Speaker 1
O.K. Now, uh, we can stop the pinging. And let's go back to pinging the the child node here. To enter the IP address of the child node, that was one, intersect, that one, that one, that two to eight. And then ping and take a screenshot. Just like what I did on the when we were pinging the laptop. All right. [silence]
17:00
Speaker 2
absolutely and for the window to come up working but being
18:00
Speaker 1
All right, the next. Is. To. Turn off. The child node. Yes sir. Yeah, like unplug it. Completely off. [silence]
19:00
Speaker 2
Turn it off? As in unplug it? [silence]
19:00
Speaker 1
[KEEP_UNCERTAIN] I will be doing another setup test while it's off, so. maybe for more than 30 minutes and it should be off. I understand. Well, if you can do it for a minute, uh, let's do it. And then, okay. Now, going back to the interface. now what we need to do is to go to or are you still on the troubleshooting page? Uh you need to hit okay. okay. Uh I know, uh we're done with that. Now on the main page, main screen, you need to [silence]
20:00
Speaker 2
I want to talk big. No, I'm on the band homescreen. I'm going to go to troubleshoot.
20:00
Speaker 1
scroll down and then you click on c. uh there's a pretty small writing at the bottom right it says c. a and you gotta click it. and then let's go to w- wi- fi settings the one on the very left right above security yes, wi-fi settings. and then what you should see here, sir, is the 2.4, the 5 and then the 6 gigahertz band. what we would like to do is to change the name of let's say the 5G
21:00
Speaker 2
[silence]
21:00
Speaker 1
5G. sound like add a number or a letter to it, just to make it different from the rest, the 2.4 and then the 6G. I understand, sir. But the test that we will be doing is an individual test to the bands. Like we will test the 2.4 and also test the five. We can also test the six if you have. So, let's change the name of the five and also the name of the six. Let's make all bands.
22:00
Speaker 2
Okay, but that does that goes against best practices. That doesn't let me to easily rotate between those bands seamlessly because I'd have to manually pick this. So am I just changing in the five and the six? A complete plan now what and the others training plan
22:00
Speaker 1
[silence]
24:00
Speaker 2
Yeah, looks like Expected. Yeah, looks like Expected. No, I, I, I, I don't.
24:00
Speaker 1
uh yeah all right now connect this laptop to the uh uh 5g Wi-Fi now uh connect this laptop to the uh 5g Wi-Fi now that uh
25:00
Speaker 2
WPA, WPA3 mixed, looks like for the 2.4 and the five and then the six looks like it's WPA personal three. There's no option to make it mixed. Only enhanced open or WPA3 personal. I'm sorry one more time. [silence]
25:00
Speaker 1
We can distinguish the five. Connect this laptop to the five. Awesome. Let's go back to the interface. And then we'll go to troubleshooting one more time. Then go to diagnostics.
26:00
Speaker 2
Okay. Looks like it's connected.
26:00
Speaker 1
Right. And on the right side of this page, there's a section where it says, router diagnostics information. Uh, there's a button that says, share router info with linksys. You click that. Wow. Yep. Yeah, click that as well. And when you click the button to share, another window should pop up. Wow.
27:00
Speaker 2
Yep. I want to contribute to future improvements by reporting router errors and diagnostics to Linksys.
27:00
Speaker 1
Yeah, the email you need to enter is customer support at linksys.com. [silence] Yeah. [silence] All right. Let me check you. If it went through [silence]
28:00
Speaker 2
customer support all one word at linksys.com. Okay. My info.
28:00
Speaker 1
All right. Well. We're waiting. Let's proceed with this. Let's go back to the ping section. And then let's ping the laptop. lot. That was 1.924168.1245. Where's the. Yes . Yeah, I'll admit it.
29:00
Speaker 2
245 to my computer. ping ping test unlimited. Okay that's gone. we've still got just ping once let me see what's going on that we're not hanging unlimited
29:00
Speaker 1
is it still connected? okay all right well aside from this let's open a new tab on the browser and then go to uh what do you call this? speedtest.net. it should not ask but i'm mean there's no need to download it.
31:00
Speaker 2
Or it's super slow. It's connected. Says ping. First one went. 32 bytes of data. That's it. There's nothing else from the window. Yeah. I'm pretty sure it's going to ask me to download the app, whichever you have.
31:00
Speaker 1
Okay. And then once it's finished, take a screenshot of the result. [silence] And by the way, this laptop, does this connect to the 6 GHz Wi-Fi? Or is it capable? Or maybe your phone does? Okay. [silence]
32:00
Speaker 2
I'm remaining to download it where it's running. I don't think so. It didn't show up six being available the drop down only showed five and four or at 2.4. Yeah, I'm sure my phone does. It's a brand new but this device that I'm testing on right now does not.
32:00
Speaker 1
All right. Hold on. Oh, yeah. Let's go back. Try again. Yes. Okay, hold on. I think we need to confirm first the IP address of this laptop. Maybe.
33:00
Speaker 2
Okay, let's 139 packets transmitted, 0 packets received, a hundred percent packet loss. Let me refresh the browser and try it again. [silence] Stop and try again. Uh, when I stopped it, it says 149 packets transmitted, 0 packets received, a hundred percent packet loss. Let me refresh the browser and try it again. Yeah, it's one thirty two now [sound] Oh, shit. Uh, no, it's 32. Yeah, it's 32, not 132. Oh, after this test, I'm gonna have to let you go because I, I need to get on a company call.
33:00
Speaker 1
to later you can send the screenshot you taken earlier yes sir just use the same uh uh uh yeah email thred uh uh yes sir you can go back to the Wi-Fi settings set it back to the original names all right sure thank you thank you for your time well uh there's one thing I wanted to do like to relocate the child node but uh it's off so it may take some time to boot up if you plug it back so uh Thank you.
37:00
Speaker 2
Yeah, that's. So just the same. You want to just respond back to support email? I'm doing a screenshot now. Can I put the network back to where it was because, um, like I said, I really OK, perfect. All right. I'll send you these here in a minute. Is there anything else?
37:00
Speaker 1
Well, it would be best to, set the names back to, what it was before, before plugging back the child node. All right. All right, you're welcome, sir. Thank you for your time today. Alright, sir. Bye.
38:00
Speaker 2
Yeah, historically and the fact that we also changed, I don't know, I don't know if all the change we made, it's it's going to have connection issues. That's why I was reluctant to do it because I've told you in the past when I've lost it, I've had to like re-add the whole node and that's part of the problem. Like you shouldn't have to do that when you lose power or you simply reboot it. So, I will plug it back in and see what happens. I'm not going to be happy if I have to re-add it as a node again because it it just becomes a huge pain in the ass. I'll do that. All right, sounds good. Thank you. All right. All right, we'll talk to you later. Bye.
38:00