V2 Rubric Detail — 65da478e-7b12-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 21:17
Duration
20m 7s
Contact
Tariq Shikh
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00136269
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership4.29/5
Escalation0.00/5
Customer Exp0.71/5
Overall33.0% (-11.0)

V2 Grader Summary

The agent provided minimal, mostly correct information but failed to conduct systematic troubleshooting, did not determine a root cause, and offered no resolution or escalation. The customer remained with low Wi‑Fi speeds and blinking‑red nodes, indicating the issue was left unresolved.

V1 Case Analysis

Customer (Tariq Sheikh) reports speed drop to ~9 Mbps and two WHW03 child nodes blinking red. Agent confirmed parent node status and app indicators but did not complete troubleshooting. Call ended without resolution or next steps.

Troubleshooting Steps
  • Confirmed parent node shows solid blue light
  • Explained wired (arrow) vs. wireless (signal) indicators in the app
  • Instructed customer to bring blinking red nodes close to parent node
  • Instructed customer to power cycle blinking red nodes
Key Observations
  • Agent correctly identified the model as WHW03 and confirmed parent node status.
  • Agent accurately explained app indicators (wired vs. wireless).
  • Agent provided valid initial troubleshooting step (move nodes closer and power cycle).
  • Agent did not verify WAN connectivity, check firmware, or guide customer through full troubleshooting (modem power cycle, factory reset, 5-press re-pairing).
  • Call ended abruptly without resolution or escalation path.
Positive Highlights
  • Agent correctly identified the product model (WHW03) from prior record.
  • Agent accurately explained the meaning of wired (arrow) and wireless (signal) indicators in the app.
  • Agent provided correct initial troubleshooting step: bring blinking red nodes close to parent and power cycle.
  • Agent confirmed parent node has solid blue light, indicating it is online and healthy.
Agent Errors / Gaps
  • Failed to obtain product serial number and warranty information.
  • Did not verify internet speed directly on parent node via wired connection.
  • Did not guide customer through full troubleshooting: no modem power cycle, no firmware check, no factory reset or 5-press re-pairing of red nodes.
  • Did not confirm resolution of speed issue after node re-pairing attempt.
  • Did not offer escalation path or callback arrangement before call ended.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still reports 9 Mbps download and two nodes blinking red; no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only asked a few surface-level questions and never performed core steps (power-cycle, WAN speed test, firmware check, node reset).
R3 Not Met Correct resolution path conf 94%
Agent did not determine whether the problem was hardware, configuration, or ISP-related and offered no appropriate path (no escalation, no best-effort troubleshooting).
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptoms (slow speed, blinking red LEDs) and correctly inferred possible placement or sync issue, but did not systematically isolate root cause (e.g., WAN link, DHCP, or backhaul failure).
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied on app observations but failed to use critical tools required by KB for this scenario: did not direct customer to test at modem via Ethernet (VELOP_WIFI_CONNECTIVITY Step 2), check firmware, or access http://192.168.1.1 to verify WAN status or DHCP client list (UNIVERSAL_MESH_NODE_MANAGEMENT).
T3 Met No misinformation conf 95%
Agent correctly stated that AT&T modem has its own Wi-Fi and that arrow icon indicates wired connection — both factually accurate per KB and topology understanding.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call moving with occasional prompts, but allowed long silences and did not clearly frame next steps, leading to a loosely controlled conversation.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but rarely confirmed the customer’s understanding and did not tailor explanations to the customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent reviewed prior case notes ('there’s a record for Tariq') and stayed on the call without transferring, demonstrating ownership of the case.
O2 Partially Met Proactive follow-through conf 84%
Agent suggested moving nodes closer and checking the priority list, but gave no timeline or clear next-step summary.
O3 Met Closure confirmation conf 93%
Agent referenced prior notes (‘there’s a record for Tariq… the notes are on the app’) showing continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
The issue remained unresolved after minimal troubleshooting; an escalation to a higher‑tier or engineering team would have been appropriate but was not offered.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so execution (correct team, details, customer notification) could not be satisfied.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged the customer’s frustration or repeated attempts (“it was working fine… now speed is down again”).
X2 Partially Met Tone & rapport conf 86%
Agent remained polite and patient but did not adapt tone to the customer’s evident irritation; interaction stayed flat.
X3 Not Met Overall experience conf 92%
Customer was asked to repeatedly move nodes, plug/unplug, and navigate the app without the agent handling any steps on their behalf, creating unnecessary effort.
Call Transcript34 turns · 36 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. I think you're calling Linksys. This is Mark. How can I help?
00:00
Speaker 1
It worked fine and it was speed became okay. It was before it was showing about 7-8. MBPS and then after that it went back to 3-400. So it was doing good. So so then she showed me how one to bring the the child node close to it, unplug it and then turn it on and because we kept the same um password and the the the name of the network, the same network like the old one. So um so it so we did one and it was working fine. So today I started doing the other nodes and I'm noticing that my speed went down again. Uh should I give you my phone number? 917 734
01:00
Speaker 2
okay do you have a ticket number sure when you called us last time or yeah you can give your phone number
01:00
Speaker 1
4 4 1 9 [silence] This this is Tariq Sheikh. Yes. Yes. I have six nodes. Yes. One parent and five child nodes.
02:00
Speaker 2
[silence] It didn't Or maybe this one. Uh there's a record for Tariq. Awesome. So you have the, WH zero three. Three nodes Or six nodes. Okay. All right.
02:00
Speaker 1
no uh no no uh let me tell you what's going on so so the the parent node has uh uh blue line one node I have is was was blue then it turned blinking red right now I tried it uh I it's not uh it didn't uh so one node is not working there are two nodes which are not working right There Yes we're not working right but M DBS [silence]
03:00
Speaker 2
and like all of the nodes are set up sir like we have a steady blue light on all six nodes. [silence] There are two nodes. Uh, you're. You're cutting in and out but those two nodes.
03:00
Speaker 1
blinking red light. But I have more than that. Issue is then the main the main router. I'm right next to it, and I'm not getting the speed. And also another another thing, I should tell you that on my Linksys app, it is showing six nodes, which is fine. But it's as if none of it used to show, the one which are red should show red, right? It's not showing red. It's just not showing me that it has two have the Wi-Fi three have the Wi-Fi signal sign on it. I'm
04:00
Speaker 2
Nodes that or not working has flashing red lights here. Okay. Okay. So then
04:00
Speaker 1
the master router has a, um, the arrows, two arrows signs and the, what does that mean? [silence] the, the, um the arrow sign is the one which are, two which are not, uh, connected, the child nodes and the master router, but master router is connected, that's why, I'm, I'm, I see that I'm connected to it. Okay, okay, okay, that, that, that, that, that, connects the wires, kind of, I got it, yes, they are wired, got it, okay, okay. [silence]
05:00
Speaker 2
Which ones are the arrow sign? Uh-huh. Yeah, the supposed to be the arrow symbol uh what it called was represents the wired connection. And then the wireless signal represents the wireless.
05:00
Speaker 1
Then, then I, so that means, okay, okay. I understand. The down, the down, the down nodes, it's not showing the down nodes. Yeah, they were all, were fine, but my speed was down. Then she, she asked me, if we changed them the AT&T modem and I told her, yes, few months ago, we did. She said, okay, then, then, then this, your velop is set up with the old modem. So you need to, you know, so that's why I'm sure you can read it on the notes as well. So we did that and it was working fine on one node, but then I didn't want to, to keep her on the phone. I said, okay, I, I, I can do the rest on myself. But now I'm noticing that my speed has has is gone down.
06:00
Speaker 2
Yeah, yeah, but then on the app it does not show the child nodes that are, okay, but when you previously called all of the notes are on the app am I correct.
06:00
Speaker 1
on a speed check or router to internet. Uh, my speed is like eight nine. Yeah. No, it's now I'm I'm telling you right now I'm just doing a testing download speed. Uh, up uh download is just testing justing upload speed now. So I'm just just finished testing and I can tell you exactly what is right now. This is from the uh, Linksys app. Uh, this is very slow. It's not even giving me the good
07:00
Speaker 2
Oh, okay. Okay. Router to internet is nine mbps. Okay.
07:00
Speaker 1
[silence] Okay, the download speed is 9 Mbps. Upload speed is 11 Mbps. My phone is iPhone. Okay, I can tell you. I think it's iPhone 16, but I can just double check. Um, is iPhone 15? I have iPhone 15 Pro.
08:00
Speaker 2
and eleven and your phone is just an iphone or an android phone which model and you said you're close to the parent node okay got it and you said you're within or close to the parent node [silence]
08:00
Speaker 1
I am about three feet away from the antenna. I am still with AT&T. They just gave us a new modem about few months back. Yeah, yes. And that is that is giving me a very good speed. Yeah, that gives me a great speed. If you I can tell you. I'm logging into that modem right now and doing the speed check. And it it's it's on my phone, it's giving me. [silence]
09:00
Speaker 2
Okay. So you are with A&T as your internet service provider. Okay. So the A&T modem does it have its own Wi-Fi. Okay. So the modem has Wi-Fi. Okay.
09:00
Speaker 1
me. 580 Mbps. Download 590. Download still doing the test. Yeah, 594 upload is wow. Upload is 884 Mbps. but, but when I go through. Yes, it is, yes, yes sir, it's different. Yeah, they're both different. I did, I was checking the speed to give you the speed, but now I'm back to develop.
10:00
Speaker 2
okay okay so the wi-fi name of or the wi-fi name coming from the AT&T modem is different from what you created on the lynx note okay so your phone is connected to the AT&T wifi at the moment
10:00
Speaker 1
The realizar. Pazo I've switched it back. Okay. Nothing. No changing. Nothing. I did that. At that time, they turned, both turned blue, so this means I was talking to the parent node. So you.
11:00
Speaker 2
Okay. Now, prior to this issue with the speed and with those child notes, or what are the examples you've made to the settings, maybe on the app or, you know? Okay. Okay. And then where are those child nodes that are flashing red? Did you bring them close to the parent node? [silence] Okay. about how far are those nodes right now from the parent node? Okay.
11:00
Speaker 1
going in the basement downstairs, in the stairs, that is blue. So, so the one in the basement, and the one in which is 15 ft away that I would say second closest to it. That is blinking red. Okay. Okay. Okay. So, I'll bring first the close one. I'll bring that, unplug it, bring it close to the, right? Okay. Okay. I brought one right now. Should I plug it right now? The first one, right? Okay.
13:00
Speaker 2
Okay. Let's bring those child nodes here close to the parent node. right. You can bring them both. Yeah, plug it. I Yeah. or[ silence ]
13:00
Speaker 1
Okay. I did this right now. I plugged it and I'm going downstairs to get the other the other node. Okay? So yeah, I'm putting the phone here. Okay. I'm afraid to take the phone downstairs because you might get disconnected. Hello? Okay. [silence]
14:00
Speaker 2
if you have another wall outlet or you can bring the other cloud node plug in as well okay okay [silence] yes
14:00
Speaker 1
Okay. Sir, I brought the other nodes. Do you want me to turn that one also? Although the first one which I brought is still blinking, right? Okay. Okay. I put the other one too. [silence] It's showing me, it's showing me six nodes. Although the two, yeah, although the one is booting the one, the one which I started earlier before I went to the basement, turned blue, and now it's turned red again. Maybe it's still working on it. But why is it showing me six nodes connected? There are only four, two are not connected right now. But I don't understand. Okay. No, it used to be red, Mark. If any node which used to be down, before I remember it used to show us as a red.
15:00
Speaker 2
okay so let's look for the other nodes I'll this flashing red light as well, then going back to the app, so how many nodes are showing on the app? showing six nodes. okay okay. I'm trying to figure that out as well. does it have any red marks on the app that one is offline?
16:00
Speaker 1
Okay. The first node became blue. And the other one is blinking red, which I brought from the basement. Blinking red, maybe it will turn blue too, because it's... Yes, I... Yeah, I'm looking at the app. Menu, the three dotted lines, three lines? Yeah.
17:00
Speaker 2
Yes, supposedly. Okay. All right. A steady rate. Get that. All right, let's observe further. Now, while you have access to the app sure. look for the. Go to the. go to the menu with the 3 bars in the upper left. 3 bars, yes. And do you have priority?
17:00
Speaker 1
By the way there, they're both, which the node which I brought close are, they're both green now. also blue, whatever, green, yeah, so OK I have an menu open, what do you want me to do? No, there's no priorities. What is off. I don't know where to look for the off, I know I have no priority. Where I can go to see, look at the list priority. OK I can see the priorities. There's zero there says I can add device, but there is nothing there. It says add up to three device to prioritize. Device not on
18:00
Speaker 2
Top one. Okay, that's great. All right. So, priority, is it enabled or is there a device that's prioritized? What do you have? And it's off or enabled. Okay, nothing on the list that's prioritized.
18:00
Speaker 1
This list will share. But left of your internet capacity. There is no device there on it. [silence] hello? [silence] hello? [silence] hello? [silence] hello? Can you hear me? Hello?
19:00