V2 Rubric Detail — 73109b2a-64f5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:54
Duration
6m 34s
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
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.43/5
Escalation0.00/5
Customer Exp1.79/5
Overall28.5% (+2.5)

V2 Grader Summary

The agent identified a potential backhaul issue but provided technically inaccurate information (misstating –50 dBm as 50 dBm), failed to use diagnostic tools, and did not resolve or escalate the case. While continuity was maintained by referencing prior logs, the customer was burdened with additional effort and left without a clear resolution path, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports child node backhaul signal inconsistency (-70 dBm claimed by agent vs -50 dBm shown in app) with frequent drops despite 12 ft separation and two walls. Agent advised repositioning, forget/reconnect, and ping test, then requested new screenshots and logs. No model/serial verification, no LED check, no validation of WAN or internet health. Issue unresolved; awaiting customer-submitted data.

Troubleshooting Steps
  • Advised repositioning the child node to improve signal strength
  • Suggested devices forget Wi-Fi and reconnect
  • Recommended continuous ping test from computer connected to node
  • Requested updated screenshots and logs
Key Observations
  • Agent incorrectly stated acceptable backhaul signal threshold as -50 dBm (Linksys KB specifies -65 dBm as typical), leading to misdiagnosis [01:00].
  • Agent claimed signal strength was -70 dBm despite customer showing -50 dBm in app, contradicting customer evidence [01:00–02:00].
  • No product model, serial number, or warranty status collected or verified, violating core protocol [entire call].
  • No check of node LED status, internet connectivity, or WAN health performed, skipping basic troubleshooting steps.
  • Call ended with no commitment, timeline, or escalation path — only a passive wait for customer to send more data [05:00–06:00].
Positive Highlights
  • Agent correctly identified the need to isolate whether the node or client devices were causing drops by suggesting a ping test [04:00].
  • Agent acknowledged customer’s request for screenshots and agreed to review them, maintaining a thread of continuity [05:00].
Agent Errors / Gaps
  • Did not collect or confirm product model, serial number, or warranty status before troubleshooting.
  • Provided materially incorrect technical guidance: claimed -50 dBm is the acceptable threshold when Linksys KB states -65 dBm is typical for mesh backhaul.
  • Misrepresented customer data: asserted signal was -70 dBm when customer clearly stated and showed -50 dBm in the app.
  • Failed to validate basic device states: did not check LED status, internet connectivity, or WAN health on either node.
  • Did not offer any escalation, technical workaround, or supported remediation path beyond asking for more logs.
  • Ended call without setting expectation for review timeline or next contact, leaving customer in limbo.
  • Recommended repositioning without acknowledging customer’s stated physical constraints, showing poor problem understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the issue or confirmed a path to resolution; call ended with request for more data but no solution implemented.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent suggested repositioning, forgetting Wi-Fi, and ping testing, but did not conduct systematic diagnostics (e.g., verify backhaul via router UI or WiFiMan).
R3 Partially Met Correct resolution path conf 85%
Agent pursued log review and basic steps, but failed to follow recommended wired backhaul or node repositioning guidance from KBs.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified weak backhaul as symptom but did not ask targeted questions about placement, interference, or wired options to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools like router dashboard (192.168.1.1/myrouter.info), WiFiMan, or direct Ethernet ping despite their relevance to diagnosing backhaul.
T3 Not Met No misinformation conf 92%
Agent incorrectly stated acceptable signal is '50 dBm' instead of –50 dBm; this misrepresents signal strength (lower negative = stronger).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to set expectations, summarize findings, or guide transition to next steps clearly.
C2 Partially Met Confirmed understanding conf 80%
Used plain language but did not adapt to customer’s confusion over dBm values or confirm understanding of technical terms.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent took no ownership beyond waiting for logs; no commitment to follow up or act on received data was made.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided—only a vague request to 'send logs' without ownership or deadline.
O3 Met Closure confirmation conf 95%
Agent referenced prior logs: 'we did a review with the logs you sent last time,' showing use of case history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remained unresolved after multiple contacts and technical complexity; warranted escalation was not made.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred despite need for deeper analysis; customer was left to gather data without expert follow-through.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I understand' but did not acknowledge customer frustration or repeated effort meaningfully.
X2 Partially Met Tone & rapport conf 80%
Maintained steady tone but failed to adjust when customer expressed confusion about dBm discrepancy.
X3 Not Met Overall experience conf 90%
Customer was asked to take screenshots, send logs, and run a continuous ping—adding effort instead of reducing it.
Call Transcript14 turns · 14 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? Hello. So, this is Mark from the Linksys level two tech team. This is a follow-up call regarding your Linksys sticker. Hello. So, yeah, we did a review with the logs you sent last time. And then what we observed is that the child node or the signal strength between the child node and then the parent node is beyond the acceptable threshold. Now, the recommendation is to reposition the child node that it would get a signal that's within the acceptable threshold. [silence] In your case, the signal strength
00:00
Speaker 2
Hello. This is brain. [silence] Hello. Yes. Hey Mark. How's it going?
00:00
Speaker 1
Between the parent node and the child node is -70 dBM, now the acceptable tree showed 50 dBM.
01:00
Speaker 2
That's not what I say. I'm seeing... I'm seeing 50. Yeah, I can show you on the screenshot. I'm not there right now but... the screenshot says pretty consistently it's at 50. As I mentioned to you before, they're literally only 12 ft apart. I mean, I don't understand how much closer I can possibly put them without it being ridiculously close. They're... like I said, there's literally one room with two walls on, you know, a wall on each side that is separating that. I have an office. I have a room in the middle of the office. and the next room over where I have that child node. But it does say 50 dB workshop. when you click on the child node and it'll show what it's dBm uh
01:00
Speaker 1
Well. Yeah. Well. I said from the. Yeah. I said from the signal strength between the parent node and the child node, some of your devices
02:00
Speaker 2
... settings are or whatever. So I can set up a screenshot of that, but again, it doesn't, it wouldn't make any sense to put them in the same damn room. Like, that's not the whole purpose of having a mesh network. Um, so I'm not sure what the next option would be. Now, I would say this, too, like, are you guys confident there's not a radio issue? Because, again, we've had this discussion before. That's the same parent node that we moved and made it a child because it was having regular connectivity drop issues. So, perhaps there's a radio issue. It's not the distance between the two devices because I wasn't having problems when I first set that up. And nothing's changed.
02:00
Speaker 1
bizzer are also getting a signal strength and beyond that's beyond the acceptable threshold. now the recommendation for that is to have those devices forget the Wi-Fi and then reconnect. in that way we can be sure that those devices are connecting to whichever it notice close to it because i think what's happening is you have devices that.
03:00
Speaker 2
I can do that but, but, I can do that but the bigger issue still is we got to correct the the child node first. It doesn't make sense to unplug everything if the child node still isn't getting the right um strength then it's going to continue to pick up on the other node. So how do we how do we isolate the child node as as being the problem because again you guys we started that as the the parent. That's when I initially started calling in tech support. There was issues with lots of drops and then we moved it to child and now we're seeing problems as it being a child.
03:00
Speaker 1
well what we can do sure is to run a continuous ping if if we can connect a computer straight to that node and if ever there's a drop to the connection during the ping test then it's probably the cue or the indication that that particular node is causing the issue
04:00
Speaker 2
a weak link. it's not, yes, there's other issues, but that's the problem. That's why I keep calling you is the main note or the child note has been an issue since, really, I want to say two or three months into having the system. I I don't have the luxury of connecting one computer and just letting it run forever. So I, I don't know that that's a valid fix either. I can do it for a while, but I'm not going to leave it running. I you know, I
04:00
Speaker 1
Yeah, I understand. But, you know, if. Yeah, you can go ahead and send the screenshot and then maybe if you can. What do you call this? Send the current set of logs. Send another set of logs. Yes. [silence]
05:00
Speaker 2
I use these computers to work on. So what's what's next steps? I'm happy to show you the screenshots. It shows 50 DBM on my on my from the core router from your app, it shows that that consistently is connected at 50 DBM. Now you're saying it's 70. I don't see that. So what are the next steps here? Okay. Send the what? Okay, so you want me to take a screenshot first and then send another set of logs through the same way we did last time. Okay, I'll try to
05:00
Speaker 1
Got it. I'll just wait for it then. You're welcome, sir. Bye for now. [silence]
06:00
Speaker 2
I'll do that later. I'm in L.A. today. I'm not at home. Okay, thank you. alright, bye.
06:00