V2 Rubric Detail — 63904de8-6e29-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 10:59
Duration
32m 25s
Contact
Adham Mohammed
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Ayman Elamin
HappyFox Case
#LTS00123987
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_DEVICE RECONFIGURATION
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall56.9% (+36.9)

V2 Grader Summary

The agent performed moderate troubleshooting including a ping test and DNS reconfiguration, instructed a power cycle, and established a 24-hour observation period with a clear follow-up plan. While the issue was not fully resolved during the call, the agent demonstrated ownership, provided a valid path forward, and avoided unnecessary escalation. Key diagnostic steps like testing directly at the modem were omitted, preventing a full resolution, but the response was within acceptable L1 bounds for a recurring hardware-like issue.

V1 Case Analysis

Customer reports daily Wi-Fi dropouts and red node LED on MBE7000 mesh. Agent provided incorrect router IP (192.1 6 8 1.1), skipped essential troubleshooting (modem isolation, LED/WAN checks), and changed DNS without cause. No resolution achieved; ticket 001342111 provided for follow-up.

Troubleshooting Steps
  • Verified product model (MBE7000) and firmware version (1.0.14.21)
  • Performed ping test to 8.8.8.8 (0% packet loss)
  • Changed DNS settings to 8.8.8.8 without diagnosis
  • Advised power-cycling modem and mesh nodes
Key Observations
  • Agent provided incorrect router IP address: '192.1 6 8 1.1' instead of 192.168.1.1 ([19:00]) — contradicts KB guidance.
  • No verification of node LED status despite customer reporting red light ([07:00]) — critical step skipped per velop_wifi_connectivity.md.
  • No modem isolation test performed — violates Step 2 of velop_wifi_connectivity.md.
  • Changed DNS settings without diagnosing need — unsupported advice per universal_speed_5ghz_diagnostics.md.
  • Skipped reboot sequence: did not instruct to power cycle modem first, then nodes — contradicts velop_wifi_connectivity.md Step 3.
  • Did not verify UK ISP (B.T.) requirements for PPPoE/VLAN tagging — critical for UK customers per universal_isp_modem_diagnostics.md.
  • Failed to follow Velop WiFi Connectivity troubleshooting flow — no systematic isolation of ISP, modem, or node issues.
  • Suggested node swap without confirming compatibility or topology — MBE7000 nodes are same generation, but agent did not verify.
  • No serial number, warranty, or support eligibility discussion despite unresolved issue.
Positive Highlights
  • Correctly identified product model as MBE7000 ([03:00]).
  • Collected firmware version from Linksys app ([06:00]).
  • Performed ping test to assess connectivity ([12:00]).
  • Provided ticket number for follow-up (001342111) ([31:00]).
Agent Errors / Gaps
  • Provided wrong local router IP address (192.1 6 8 1.1) — contradicts KB guidance for MBE7000 access ([19:00]).
  • Skipped critical LED status verification despite customer reporting red node — violates velop_wifi_connectivity.md Step 1.
  • Failed to perform modem isolation test — violates velop_wifi_connectivity.md Step 2.
  • Changed DNS settings without diagnosing need — unsupported advice per universal_speed_5ghz_diagnostics.md.
  • Did not follow reboot sequence: modem first, then nodes — contradicts velop_wifi_connectivity.md Step 3.
  • Did not verify UK ISP requirements for PPPoE/VLAN tagging — critical for UK customers per universal_isp_modem_diagnostics.md.
  • No systematic troubleshooting followed — skipped entire Velop WiFi Connectivity flow.
  • Suggested node swap without confirming compatibility or topology — MBE7000 nodes are same generation, but agent did not verify.
  • Failed to collect serial number or discuss warranty/support eligibility despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent changed DNS and power-cycled, but issue recurred daily; no permanent fix achieved or confirmed during call.
R2 Partially Met Diagnostic thoroughness conf 90%
Performed ping test and DNS change, but skipped critical steps: no modem direct test, no LED/WAN status check, no isolation of source.
R3 Partially Met Correct resolution path conf 85%
Offered node swap and observation period, which is a valid next step for suspected hardware fault, though escalation path wasn't fully executed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (daily disconnects), ran ping test, checked firmware, but failed to ask about LED status, modem type, or perform direct modem speed test.
T2 Partially Met Appropriate tools / resources used conf 85%
Used ping command and web UI appropriately, but did not use required diagnostic tool: speed test at modem to isolate ISP vs router issue.
T3 Partially Met No misinformation conf 90%
Instructions to set DNS to 8.8.8.8 and 1.1.1.1 are technically correct and common; 'all 8' was clarified to 8.8.8.8, so not materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated call and gave instructions, but had long silences, unclear transitions, and lacked structured agenda despite maintaining basic control.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms and guided through steps, but did not confirm understanding after complex instructions (e.g., DNS change), and pacing was uneven.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Stayed on case, provided ticket number, gave clear follow-up plan, and committed to next steps (node swap if needed), showing ownership.
O2 Met Proactive follow-through conf 95%
Set clear next step: observe for 24 hours and call back with ticket number if issue recurs — specific, realistic, and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Agent did not escalate immediately, but offered a valid L1 resolution path (observe, then swap nodes), which is appropriate before escalating a potential hardware fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and the decision not to escalate immediately was reasonable given the troubleshooting path.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly apologize, but remained polite and solution-focused; lack of strong empathy expression, but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Followed a logical sequence and adapted to customer’s pace, though tone was procedural; minor disengagement but no major mismatch.
X3 Partially Met Overall experience conf 80%
Customer repeated model number and performed several steps, but agent guided through necessary actions; effort was reduced by providing clear instructions.
Call Transcript39 turns · 48 lines
Speaker 2
welcome to linksys sup
00:00
Speaker 1
Hello, I'm just calling because I recently bought a Velup Pro 7 mesh system and every day the Wi-Fi just disconnects randomly. I was wondering if there's a solution? bt. One second. So you've got two nodes. Do you need both?
01:00
Speaker 2
Hi, thank you for calling system, can I help you? I see. May I know who's your internet provider, sir? B.T. Okay. May I have the computer number of your birth, please? Let me start with the parent node, sir. [silence]
01:00
Speaker 1
Sorry, one second. It is uh five nine A for alpha one zero m for mother two seven E for echo zero one three four two. can you hear me? [silence]
02:00
Speaker 2
okay okay yes go ahead it's this you say don't you have the model number sir yes sir. Do you see the model number?
02:00
Speaker 1
give me one second plus 44 7 8 25 00 17 59 plus 44 7 8 25 00 17 59 [silence] MBE 700. correct correct
03:00
Speaker 2
and the e7000 and you have two nodes right. okay you got this from Amazon. Okay. okay so yep before i proceed in checking on the uh uh the device sister i may have first your phone number just in case we get disconnected um i'm sorry can you read that one sure please thank you
03:00
Speaker 1
Ah, ciao, ciao, ciao. That's not my number. Mohammed Naffa, is it? N-O Head, A-T, Tango, Hotel, Alpha.
04:00
Speaker 2
oh, where are you from?
04:00
Speaker 1
M-O-H-A-N double M-E-D-N-E-N-A-T-N-A-h-h-h-h Hotmail.com Je me remets en qu qu'i Kim
05:00
Speaker 2
And your email address. Sir? Okay, so you have the Linksys app on your phone, sir? You have the app? Okay. Can you open your Linksys app please? We'll check sir, if the firmware of this device is updated or accurate. Okay.
05:00
Speaker 1
the firmware version is 1.0.14.21 6 6 0 7. Yes, 1.0.14.21 6 6 0 7 correct, yeah. So I have to, I have to basically power cycle it every day. because otherwise it would cut off.
06:00
Speaker 2
Okay, 1.0.14, right? Okay. 07. Okay. Let me just check. This is for the two nodes, right? They have the same version. Okay. Okay, is this, yes, sir, is this happening to wireless devices, sir? Okay.
06:00
Speaker 1
Uh, it's happening to everything, yeah. Yeah, everything just disconnects at the same time. And then I get the red light. Um, yeah, so it- it- what happens is, it disappears at first, and then after a few minutes, it'll be there, but I won't be able to use the internet. So I can still connect to the device using the app, but there's no internet, and then I have to switch everything off, power cycle it, and then it'll be back to normal again. Correct.
07:00
Speaker 2
[silence] is wired and wireless. Okay, just a confirmation, sir. Um, when the internet drops, do you still uh, are you still able to connect to your Wi-fi network or not at all? Like does it disappear, the Wi-fi name? Mm-hmm. Uh-huh. Okay, I see. So it happens every day, right?
07:00
Speaker 1
[silence] Sure. Yeah. I won't be able to connect it to the router though. I won't be able to use it. I won't be able to do it wide. It's gonna do it wireless. No. No. Correct. It's an ONT. ONT. Yeah.
08:00
Speaker 2
Okay. Do you have maybe a computer, sir, that we can use to do a ping test, wired? We have, okay, like a computer that can be wired. Is that, is it a Windows computer, sir, or a Mac? I'm sorry, sir? Oh, I see. Okay, how about your modem, sir? Does it like have its own Wi-Fi? No. So just a plain modem. O-N-t-e. Okay.
08:00
Speaker 1
[silence]
09:00
Speaker 2
Okay. That is a Windows computer, right? Okay. Okay, so let's try to um, let's connect to your Wi-Fi network, sir. Okay. And can you please do the command, prompt? Let's do a ping test before we proceed on um. The other troubleshooting. Hmm.
09:00
Speaker 1
taking this but just my problem of yours and seconds for it Okay. What do you like me to do in the command prompt? Okay. Yeah. Sure. Yeah.
10:00
Speaker 2
Yes, sir.
11:00
Speaker 1
[silence] P P I N P I N G space 8.8.8.8. So four eights. [silence] And then another space. And then what was it? Hop to a space. Letter C C for tango, okay.
12:00
Speaker 2
8.8.8.8 T minus 11 Yes sir. T minus I think sir. The minus and letter T T for tango T for Tom. Yes Oh, by the way, sir, let's do it for five minutes, okay? Uh what do you start with the timer and we'll have uh three minutes and 30 seconds. Yeah, sure. Thank you, sure. Hello, sir. Yes, sir, can you please press the control ...
12:00
Speaker 1
Yes. [silence] Sent 246. [silence] Received, 246 lost zero. to repeat the pool minus 65. Yeah. Mm-hmm.
17:00
Speaker 2
Uh, within 24 hours sir, okay? Uh, sir, can you open? Yes, sir, we will do some modify, uh, we will do some changes here on the settings, especially on wireless, and, um, I will let you observe sir the connection within uh 24 hours. If same thing happens, sir, then, um, we will possibly do some swapping of nodes if same thing will happen. Anyway, sir, uh, can you please open your LISAS app and uh check the signal strength of your child mode, please? [silence] 65 DBM. Okay. Um, on your computer, sir, on your computer, kindly open LISAS app. (type the) number 4 on the address bar. 1 9 2.1 6 8 1.1 ([silence])
18:00
Speaker 1
you want me to come up to the pass with him?
20:00
Speaker 2
yes, yes, Yes. Is it a lynxes page, sir? or a beady page? I think it's a lynxes page. sir, Is it okay, sir? let's go ahead and log in. Okay, User Interface, right? mm-hmm. okay Okay, Can you scroll down, sir, please? scroll down all the way to the bottom of the page. and um quietly look for the C A letter that's in line with uh in line with the End User License Agreement principally C A supplying the end user agreement? Ok, yes. Sure. Now sure, can you go to connectivity, please? Ok, and go to local network, sure. Ok, just hold on for a minute, sir, K?
20:00
Speaker 1
Yes static Guinness correct. Yes.
22:00
Speaker 2
Okay. So can you text here, uh, on the uh, lower right side of the page? Do you see there. Uh, there, uh, the DNS static DNS. Okay. Is it all set to zero, sir? Or is there any number all set to zero? Okay. Can you change the first DNS or static DNS 1 with all 8? Each box with number 8.
22:00
Speaker 1
Would you like me to apply that? Yeah. yeah, just loading.
23:00
Speaker 2
Yeah, not yet. Sure, we still have DNS to. For DNS, do replace it with number uh 1, 'le 1. Okay. And for DNS server, just leave it as it is. And same with uh Wi-Fi and S and then click apply. Okay. Yes, sure. Let me know sure if you have an error message, okay?
23:00
Speaker 1
They're route to not found. Looks like I've reconnected. Yeah Yeah [silence] [silence] [silence] [silence] [silence] OK. Yeah. Mm. Yep. [silence] Sure. [silence] From the main switch.
24:00
Speaker 2
Okay. Yeah, sure. Let us just give it a minutes, sure. For these two notes. And start turning on your modem sure, before you turn on your main not okay? Thank you. yes sir uh turn on your first your modem okay before the node
27:00
Speaker 1
Yes, I've turned the modem on and I've just turned on the parent and child nodes. Uh, I'm just going to check if they don't, let's check it's back online. Okay, it's back online. Hello? Hello? Hello, it's all back and up and running. [silence]
30:00
Speaker 2
okay How is it, sir? Is it already on? let me know if okay yes hello sir Okay, so yes sir I will provide your ticket number sir I will ask you to observe it within 24 hours and uh If same thing happens, sir, can you please do give us a call and then just provide your ticket number
30:00
Speaker 1
0 0 1 3 4 2 1 1 1
31:00
Speaker 2
Okay, so here's your ticket number, sir. Let me know if you're ready. [silence] Okay, so that will be LTSPMATANGO SIERRA [silence] [silence] 1642 number. [silence] 211. [silence] [silence] Yes, sir. And, sir, if you can [silence] possibly secure a computer, sir, that we can wire to check on the modem, uh, possibly do a ping test on the modem, sir, that is, if you can, then let's try to do that, okay? Just to set your expectations, sir, if there will be no uh [silence] wired computer, next thing that we will do, sir, is to swap your modem.
31:00
Speaker 1
Okay. Okay. Okay, great. Thank you very much. Thanks. Thank you. Bye. [silence]
32:00
Speaker 2
notes use the other node as your new parent and this new old parent note will be your new child note okay yes sir just give us a call sir yeah we're open until 9:00 p.m Mondays to Fridays okay thank you so much for your time sir have a good day and please stay safe
32:00