V2 Rubric Detail — 77e160c4-73ca-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:54
Duration
12m 15s
Contact
Kelvin Grant
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership3.21/5
Escalation5.00/5
Customer Exp1.79/5
Overall34.5% (+0.5)

V2 Grader Summary

The agent failed to perform any troubleshooting or provide technical guidance, simply re-escalating a case with a solid red LED node. While case continuity and escalation were handled correctly, the lack of diagnostic steps, missed OOW troubleshooting, and unresolved customer issue result in an Unresolved outcome.

V1 Case Analysis

Customer reports one Velop node stays red and drops after ~12 hours. Agent re-escalated to second-level support (ticket Tangle Echo 000-78395) without performing any troubleshooting or verifying device details. No technical steps taken.

Troubleshooting Steps
  • Verified number of nodes (9) and home size (3 stories, 7,000 sq ft).
  • Pulled up a prior case record using the customer's phone number (incorrectly cited).
Key Observations
  • Agent did not collect or verify the product model or correct serial number despite customer providing them.
  • No troubleshooting steps were performed for a clear hardware fault (solid red LED), violating the KB's hardware fault diagnosis protocol (universal_hardware_fault.md).
  • Agent cited a non-existent prior case with an impossible future date (May 5, 2026) and wrong customer name (Mr. Kin Grant).
  • Agent failed to confirm warranty status before offering escalation, which is required for hardware faults per the escalation guide (universal_escalation_guide.md).
  • Customer expressed confusion about the prior case, which the agent did not address.
Positive Highlights
  • Placed the customer on hold politely and returned within a reasonable timeframe.
  • Provided a ticket number (Tangle Echo 000-78395) for reference.
Agent Errors / Gaps
  • Failed to obtain or verify product model and serial number, violating protocol for hardware fault diagnosis (universal_hardware_fault.md).
  • Did not perform any diagnostic steps (power cycle, LED check, firmware verification, cable inspection) for a solid red LED node, contradicting the KB's hardware fault troubleshooting steps (universal_hardware_fault.md).
  • Did not confirm warranty status before offering escalation, violating the escalation guide (universal_escalation_guide.md).
  • Provided inaccurate and implausible case information (wrong customer name, future date), indicating a failure to validate the case history.
  • Re-escalated without attempting basic troubleshooting, violating standard protocol for hardware faults (universal_escalation_guide.md).
  • Did not acknowledge the customer's confusion or frustration about the case history.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only re-escalated the case; no replacement, fix, or confirmation of fault provided.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (reboot, reset, LED check, etc.) performed before escalation.
R3 Partially Met Correct resolution path conf 90%
Escalation chosen for suspected hardware fault, but warranty status not verified and no OOW troubleshooting attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions or identify root cause; relied on case history and customer claim.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (admin UI, WAN test, logs) used despite need to verify node status per KB for solid red LED.
T3 Not Met No misinformation conf 95%
No technical guidance provided; only escalation mentioned, no KB-supported info on red LED or resolution steps.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set hold time and provided ticket number but did not frame troubleshooting expectations or resolution path.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adapt to customer frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent owned case and re-escalated rather than transferring immediately, but made no resolution attempt.
O2 Partially Met Proactive follow-through conf 84%
Agent provided ticket number and said technician would call back, but gave no timeline or specific next steps.
O3 Met Closure confirmation conf 95%
Agent referenced prior case under phone number 770-369-5827 and used existing ticket history.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation appropriate due to persistent solid red LED and prior advanced troubleshooting — valid L2 trigger.
E2 Met Escalation prep & handoff conf 95%
Agent re-escalated to correct team, provided ticket number (Tangle Echo 000-78395), and said technician would call back.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent thanked customer and used polite language but did not explicitly acknowledge frustration about six-month issue.
X2 Partially Met Tone & rapport conf 82%
Agent maintained steady tone but did not adjust pace or style to customer irritation.
X3 Not Met Overall experience conf 90%
Customer repeated serial number multiple times; agent appeared uncertain, adding unnecessary effort.
Call Transcript12 turns · 14 lines
Speaker 1
see. um, can I bring you a problem? Um, Thank you for watching my channel. Hello, My name's Kelvin. I have nine lynx it's above sevens. And one of them keeps dropping out and no matter what I do. It's just it's been going on for the last six months.
00:00
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. We'll call it, customers vice veal number readies, please have your device serial number ready. For out of 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 one now. For out of warranty products, our support team is available to help with performance and hardware issues. [silence]
00:00
Speaker 1
last three months and i just think it needs to be replaced because it just stays red and it's the only one that drops out of the um I guess the network continuously and no matter what I do if I master the reset button let it turn blue and I add it back it only stays for like maybe you know a half a day or something and then when I look it's red again and the network is you know struggling again so I'd like to get it replaced uh almost so okay the serial number is one hang on got my glasses off set it zero one zero three three two two oh one hang on one zero zero zero nine one zero four zero five zero oh three oh oh.
01:00
Speaker 2
Yeah. Yeah. Uh-huh. I see. I see. Uh got it, sir. Let me see what I can do for this one, sir. Um, may I have the serial number of this node, please? [silence] [KEEP_UNCERTAIN] I believe, sure, this is not the serial number of that of that node, sir. Got it. So this is the node that you're that is having problems with, right? Okay. how many notes? Sure. Nine nodes. Okay. Uh, yeah. All bullets have it. Okay. Okay. I was able
01:00
Speaker 1
Three stories. It's three stories over 7,000 square foot. So I have three on each floor. Yes. Yes. Okay.
03:00
Speaker 2
all okay. Okay. Got it, Sir. Uh. I was able to pull up a record, Sir, under the phone number 770-369-5827. This is Mr. Kin Grant, right? Yes. Okay. I believe this is already an escalated case, Sir. Can I place this call on hold for three to five minutes, Sir? I'll just need to check on your previous case. Thank you very much. Sir. I'll be right back. Just stay on the line, okay? [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [mu Hello, sir. Sir, Kelvin? Hi sir, thank you so much for yes, sir. Thank you so much for patiently waiting. Sir. And I was able to uh check on your previous case and um sir, let me just inform you that this case already escalated before to our second level support uh for the advanced troubleshooting, right? So, I will be re-escalating this back to them, sir for validation since what you wanted to do to ask sir is
03:00
Speaker 1
So what are you saying? You can't replace it? What case? I don't even have a case. I don't even remember having a case open. What case? Oh, yeah. Okay. Okay. [silence]
10:00
Speaker 2
there is a replacement for that specific note? No, sure. I'm not. Yes, sure. This is last May 5 of 2026. You're calling for a dropping of internet connection. Same concern, sure. Yes, yes, sure. Okay. So, what I mean, sir, is that, since this is already escalated before with the same concern, I will be escalating this back to them, sir, so that they can validate the device and yeah, the previous or the technician, sir, will call you back and please keep your lines open, sir. I'll provide your ticket number for your reference, since they will be the one to approve this this concern. Let me know, sir, if you're ready to get
10:00
Speaker 1
... main number. Okay, just a minute. I have to get a pen. Okay. Okay, I'm ready. ... Tangle Echo 000-78395. So that's Tangle Echo 000-78395. That's correct. Uh-huh.
11:00
Speaker 2
Yeah yeah
11:00
Speaker 1
OK, thank you so much. Indeed. Bye bye.
12:00
Speaker 2
And I will re escalate this now, so that you'll be assisted as soon as possible, okay? Thank you, sir. Thank you so much for your patience, sir. Have a good day. Please stay safe.
12:00