V2 Rubric Detail — 592003ec-66c9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 01:43
Duration
17m 34s
Contact
Kendrick Hamilton
Issue Type
Mesh Node Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133340
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN is not connecting/Keeps on disconnecting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall32.3% (+0.3)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting or tool usage, directing the customer to a misspelled self-service URL and paid support. While the out-of-warranty status was correctly identified and the customer remained engaged, no resolution path was executed, and customer effort was increased through repetition and external redirection. The interaction lacked ownership, technical follow-through, and effective communication adaptation.

V1 Case Analysis

Customer reports MX8500 child node flashing red and disconnecting. Agent confirmed out-of-warranty status, provided incorrect URL (support.linksisfis.com), suggested firmware reflash and factory reset, and offered paid support. No proper mesh-node reset/pairing or rebuild guidance was given. Customer opted to self-troubleshoot firmware update.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed out-of-warranty status
  • Suggested firmware reflash and factory reset
  • Provided incorrect website URL (support.linksisfis.com) and offered paid support
Key Observations
  • Agent provided an incorrect and potentially unsafe URL (support.linksisfis.com), which is not a valid Linksys domain.
  • Agent did not follow the universal_mesh_full_rebuild troubleshooting flow for a child node repeatedly disconnecting.
  • Agent did not verify current firmware version or guide the customer through the firmware update process.
  • Agent did not create or reference a HappyFox case, violating case management protocol.
  • Agent offered paid-connect service without explaining eligibility, cost, or scope.
  • Agent misgendered the customer despite knowing the name 'Kendrick'.
  • No specific mesh-node reset, pairing, or rebuild instructions were given despite the issue clearly requiring them.
Positive Highlights
  • Collected essential device information (model, serial, customer name, email).
  • Acknowledged the issue and offered a self-help path.
  • Suggested firmware reflash and factory reset as potential next steps.
Agent Errors / Gaps
  • Provided wrong and potentially unsafe website URL (support.linksisfis.com).
  • Failed to follow the universal_mesh_full_rebuild troubleshooting flow for a child node that keeps disconnecting.
  • Did not verify current firmware version before recommending a reflash.
  • Did not create or reference a HappyFox case number.
  • Offered paid-connect service without confirming eligibility or providing a clear justification.
  • Misgendered the customer despite having name and email context.
  • Did not provide specific instructions for firmware update or node reconfiguration.
  • Repeated incorrect serial number spelling ('three F like Frank' instead of 'four F as in Frank').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered self-service website and paid support without executing any resolution steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no reboot sequence, no 5-press attempt, no admin UI check, no firmware verification.
R3 Met Correct resolution path conf 92%
Agent correctly identified the device as out-of-warranty and presented the valid support paths: self-service or paid connect.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent acknowledged the symptom (flashing red) and collected model/serial, but asked no further diagnostic questions (e.g., parent node status, internet at modem, other nodes).
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — agent did not check firmware version via admin UI, did not guide customer to http://myrouter.local, and no remote session initiated despite being a technical issue.
T3 Partially Met No misinformation conf 91%
Advice to reflash firmware and factory reset is technically sound, but agent provided a misspelled URL (support.linksisfis.com) and mispronounced brand (Lynksis), reducing credibility.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected required info and offered options, but had long silences, no clear framing, and failed to manage transitions or expectations effectively.
C2 Partially Met Confirmed understanding conf 85%
Agent used scripted language but did not adapt to customer’s technical background (network engineer); however, communication was mostly clear despite minor errors.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately deferred to self-service and paid support without attempting to resolve the issue, showing no ownership.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested trying the website and possibly calling back, but gave no specific next steps, timeline, or ownership of follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted — issue was within standard troubleshooting scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite but offered no empathy or acknowledgment of frustration; minimal rapport-building, though not discourteous.
X2 Partially Met Tone & rapport conf 83%
Agent maintained a neutral tone and did not disengage the customer; while not fully adaptive, the customer remained cooperative and ended positively.
X3 Not Met Overall experience conf 94%
Customer repeated information (model, serial), and agent directed to external resources instead of guiding through steps, increasing effort.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Depends, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hello. Yes. Yes ma'am, I'm having an issue with my uh, one of my mesh nodes, the child nodes on my uh, on my system. Uh, it just keeps, it just keeps flashing red and like it'll go blue and stable and then it'll just drop off. That's correct. Yeah, and I've, I've tried to like reset it. Um, I tried to do power it off, power it back on. I hit the switch on the bottom. I moved it closer to the uh, main node. I've even tried to plug it into the wall and uh, I'll see the light go stable for a little bit, but then it'll end up flashing and then I'll see a red light pop up. In the app it's showing that it's not connected to the system and I've
11:00
Speaker 2
[silence] hello? Yes. Hello, this is Epi from Linksys. How can I help you sir? [silence] Okay, so it keeps on disconnecting.
11:00
Speaker 1
will try to remove it from the from the system in the app and re-add it as well huh? Yes. Uh the model number is MX8500 and the serial number is the number four three F as in Frank, uh the number one zero, uh M as in Mike, three, four B as in Bravo, zero four two one nine. Correct. Yes, my name is Kendrick, last name Hamilton.
12:00
Speaker 2
Okay. Alright, can I have the model number and the serial number of that child? No, sir. Okay, the serial number is four F like Frank, one zero M like Mary, three F like Frank, B like boy. 0 42 19, right? Okay. And can I have your name, sir?
12:00
Speaker 1
That's correct. Email address is Kendrick underscore Hamilton at Hotmail.com. Yes, correct. That's correct. Yes. Uh, it is Comporium. Yes. I've been, yeah, I've been using it since I, I purchased the system. Uh, so it's been a couple of years now. Uh, [silence]
13:00
Speaker 2
of, okay, so that is again your first name, End KEN DRICK underscore Hamilton, H for hotel, m A M I L T M I L T O N, at hot mail dot com, is that right? And who is your internet provider? United M cordium, um okay? Okay. How long have you been using this child monitor this device? When did you purchase it?
13:00
Speaker 1
It's been a couple years. I would probably say back in 2021.
14:00
Speaker 2
[silence]
14:00
Speaker 1
Well, uh, I mean, I can I can look at your your stuff and spend some more time on it. Are you
15:00
Speaker 2
Your device is no longer covered for free technical support. However, we can give you two options for this. It's either you go for our website, which is support.linksisfis.com. You can find their articles on how to add your child nodes. I believe in this one in your case, since it keeps on disconnecting, you may try updating the firmware. So you can also find that on our website. You can take advantage of our AI agent at the bottom right. So just ask our AI how to update the firmware of your MX [REDACTED_PAYMENT_DIGITS] Now, the second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one time payment, lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting, and the service is non-refundable. So how would you like to proceed? If you.
15:00
Speaker 1
you guys close on the weekends? Okay. Okay. Excuse me. Yeah, I'm a, I'm a network engineer, um, by trade. So I'll spend some time, troubleshooting it myself and, and, uh, and looking at, um, upgrading the firmware, uh, and seeing if, if that's the, uh, the corporate here before I reach back out next week and see if, uh, if I can get you guys to kind of maybe help me, walk me through the upgrade process. But, um, I'll, I'll give it a shot first, because I can, the other nodes are still online. I mean, I still have internet through those. Uh, it's just spending some time looking into it. Uh, it's, well, totally it's just three, um, when I purchased the system. So, it's just, yeah, it's just one of the nodes that, uh, that was in the original system.
16:00
Speaker 2
we're closed on weekends. So we uh we'll open uh on Monday, around um 8:00 AM. Yeah. Hmm. Yes. How many notes do you have in total? Three notes. Okay. Hmm. Okay.
16:00
Speaker 1
Okay. Sounds good. Okay. Okay. Sounds great. Thank you, ma'am, for your help. You have a blessed evening. You too. Thank you. Bye bye.
17:00
Speaker 2
yeah, you may try our website first, sir, and you can always give us a call back, okay? [silence] Yeah, so for this one, I would suggest you reflash the firmware. If it's already the updated one, you may try reflashing the firmware and reset the device to factory defaults and reconfigure it. Check if it uh works okay. Not a problem. You too. Thank you for calling Lynksis. This is Eppy. Have a great night, Mr. Hamilton. Bye-bye. [silence]
17:00