V2 Rubric Detail — 78838db4-7559-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:30
Duration
30m 18s
Contact
972-922-0325
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall88.6% (+32.6)

V2 Grader Summary

The agent correctly identified the unmanaged switch as the likely root cause and validated the customer's isolation efforts. While the agent proposed a valid comparative test, they missed basic switch-specific diagnostics (LEDs/power-cycle) from the LGS KB. The outcome is a Partial Resolution as the issue was not fully verified as resolved, but the technical guidance provided was accurate.

V1 Case Analysis

Customer reported Velop child nodes crashing when connected via unmanaged switch. Agent advised comparative testing between direct and switch-connected nodes but did not collect model/serial or warranty details. No escalation initiated.

Troubleshooting Steps
  • Confirmed that direct wired connections between child nodes and parent node are stable.
  • Discussed power cycling the unmanaged switch for an extended period.
  • Recommended a comparative test: connect a computer to a child node wired directly to the parent versus one wired through the switch to isolate the switch as the cause.
Key Observations
  • Agent correctly identified the unmanaged switch as a likely source of instability based on the customer's isolation testing.
  • Agent failed to collect the product model number (MBE7000) despite it being mentioned by the customer ([03:00]), a critical protocol miss.
  • No warranty status was discussed or inferred, and no escalation path was established despite the hardware fault suspicion.
  • The agent suggested a valid diagnostic test ([13:00]) but did not confirm if it was successful or guide next steps if the test failed.
Positive Highlights
  • Correctly interpreted the customer's isolation testing and identified the unmanaged switch as a likely fault point.
  • Suggested a technically sound comparative test to validate the switch issue ([13:00]).
  • Maintained a polite and professional tone throughout the call.
  • Accurately explained that unmanaged switches have fixed configurations that cannot be tweaked ([08:00]).
Agent Errors / Gaps
  • Did not collect product model number (MBE7000) when explicitly mentioned by the customer at [03:00].
  • Did not collect product serial number or verify warranty status.
  • Did not initiate or offer a clear escalation path for suspected hardware fault.
  • Did not confirm whether the comparative test ([13:00]) was successful or what to do if it failed.
  • Did not set a follow-up or provide a case number for continuity.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer reported stability after isolating the switch and reconnecting nodes, but agent did not confirm resolution — instead suggesting future testing if the issue recurs. Issue is not fully resolved or verified.
R2 Met Diagnostic thoroughness conf 90%
Agent built on customer's self-isolation of the switch, validated the logic, and proposed a targeted comparative test (direct vs. switch-connected child node) to confirm the root cause — a logical, evidence-based diagnostic path.
R3 Met Correct resolution path conf 95%
Agent recommended a practical, cost-effective path: verify via test, replace switch if needed — appropriate for a suspected third-party hardware fault, consistent with best-effort support regardless of warranty.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly interpreted the symptom pattern (Wi-Fi works on parent, wired fails, issue persists through switch) and deduced a likely switch-related fault, including looping as a possible cause.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent suggested a direct comparison test (wired to different child nodes), which is a valid diagnostic method, but did not use or recommend checking switch port LEDs, power-cycling the switch, or inspecting physical connections — basic steps in lgs_switch_connection_troubleshooting.md.
T3 Met No misinformation conf 95%
All advice — isolating the switch, testing wired performance, considering replacement — aligns with KB guidance for unmanaged switch issues and hardware isolation.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, confirmed understanding, managed transitions smoothly, and responded to customer initiative without losing direction, despite silences likely due to customer-side pauses.
C2 Met Confirmed understanding conf 90%
Agent matched the customer’s technical level, used clear, non-jargon language, and confirmed comprehension through restatement and guided questioning.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, built on prior history, and stayed engaged until the customer had a clear next step and expressed satisfaction.
O2 Partially Met Proactive follow-through conf 85%
Agent set a clear next step (test the switch if issue recurs) but did not establish a timeline or proactive follow-up; customer would need to initiate recontact.
O3 Met Closure confirmation conf 90%
Agent referenced prior troubleshooting ('yesterday'), acknowledged the customer’s efforts, and avoided re-asking known information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was being actively diagnosed and managed at L1 with a clear path forward.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged customer effort ('you did most of the things'), expressed appreciation, remained patient, and responded warmly to customer’s self-deprecating humor, showing genuine empathy.
X2 Met Tone & rapport conf 90%
Agent adapted to the customer’s engineer-like, methodical style, encouraged testing, and used collaborative language ('we', 'you can do').
X3 Met Overall experience conf 90%
Agent accepted and validated the customer’s self-diagnosis, avoided redundant steps, and empowered the customer with a simple, actionable test — minimizing rework and effort.
Call Transcript36 turns · 47 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, Sure. Doing fine, sure. Thank you for asking. And, um, is this the best time to call you back? Okay. Yeah. Yeah. [silence]
00:00
Speaker 2
Hey, how are you this morning? Good. Yeah, yeah, this is fine. I've been waiting for your call. Um, so I can tell you everything. So I've been running and and it's working. Um, I I have a theory. Maybe you can tell me if this makes any sense. So, um, I got the, uh, uh, adapter so that I could, uh, you know, do a straight connection from the, uh, laptop to the, uh, cable modem, uh, and verified that that was working as it was supposed to. So, you know, my IP address for the laptop, which was the same as the external IP address for the, that we were showing, you know, the, um, whatever it was. Uh, so, so that seemed to be fine. Um, I then connected, you know, everything back to the way it was. Uh, and as I started to bring up the nodes, the nodes started crashing again. Um, so something was amiss. Uh, cuz I, the, uh, the parent node, uh, on Wi-Fi, as I sat right next to it, all of the sites that I was having problems getting to, were working just fine. Everything via Wi-Fi on the parent node wasn't working, uh, or was working just fine. Uh, but anything that was wired to the parent node, uh, wasn't wasn't working at all, which seemed really odd, right? I mean, you know, and recall, we go from the parent node to an unmanaged powered network switch. And then from that unmanaged switch to the other nodes throughout the house and then to switches in the equipment office. And again, yeah, nothing, but it was more consistent, like the problems were way more significant and consistent after I did all of that, then I was experiencing yesterday afternoon. Yeah, remember, some sites worked and other sites didn't, and that type of thing. So, anyway, all the nodes were crashing. I mean, I've been at this almost all night long. So, uh you know just just uh left the the parent node running took all the child nodes unpowered them and thought well okay you know what happens if i plug nodes you know directly into the back of the um uh the the parent nbe 7 000 you know will those nodes stay up uh and will their wired connections that are hanging off of them uh you know perform um and they have uh and so what that was telling me is that um something in that unmanaged switch uh was remembering pathways that changed has been factory factory reset it and[silence] when I made the setting changes with the tech before I spoke to you. Although, when I went through and looked at like the land settings, it really didn't look to me like there was a lot of changes that you could do, you know, from a land network traffic perspective. Uh, but, you know, that maybe is where you could lend some, spend some advice. But anyway, you know, it's I've been stable for about an hour, which is certainly longer than when I talked to you yesterday and my gut was the longer power cycle of the switches uh could potentially have helped out this this issue. But I, I don't know. Yeah, what does that make sense to you or do or are you thinking that might be something different?
00:00
Speaker 1
All right, well, so what I understand your is that the child nodes right now are connected straight to the parent node. Unlike uh, yesterday, where ag goes through the switch then goes to the parent. uh huh
05:00
Speaker 2
Well, actually, so no, there's not enough ports, there's not enough ports on the, you know, there's only three ports that are free. So I started by bringing up those child nodes, the three that it would support, and I did it very slowly. I waited for every node to come up and give me the white light and that kind of stuff, uh, as opposed to bringing up every child at the same time. you know, most of the time when I reboot the network, you know, I just unplug everything, go back and replug everything. You know, and and so you'll have six child nodes, you know, flaking out, uh, uh, every time when you try to bring up the seventh, um, so turning that, I turned up the logging on that, um, the logging table. [silence] turn and their blue lights and syncing back to the the parent at the same time uh and so what I what I was trying to do here process of elimination so when I got the child nodes that were direct connected to the parent node uh stable that's what kind of told me uh it's got to be something in the switch so uh you know I unplugged the switch for two hours you know to clear out any residual memory or anything that would have been in the switch uh cuz I need I need to switch in order to connect the rest of the child nodes which is why it's there in the first place so once I put put that back up connected the other child nodes you know so so far so good uh now granted it's only been an hour but um that still that's still better than what I was getting yesterday um is that that make sense
05:00
Speaker 1
Yes, Sir. So, unlike yesterday, the devices are now able to access everything. [silence] Okay. So, something on the switch. And, [silence] Yeah, I, you know, we checked that yesterday and, uh, that's just an unmanaged switch, but, [silence] Yeah, I, uh, I guess that's all for now. [silence] Bye for now.
07:00
Speaker 2
00:00:00 Yeah. 00:00:02 Okay. 00:00:11 Correct. 00:00:12 And these are all like Apple TV video streaming devices and iPads and laptops and, you know, everybody's seeing everything right now. Um, which is totally unlike yesterday. 00:00:59 Does that make sense to you? I mean, they are these are unmanaged switches though. We're not talking like, you know, remember this IP address to this IP, you know? 00:00:59 Right.
07:00
Speaker 1
sometimes in-managed, the in-managed switches has this built-in configuration, unfortunately, we cannot tweak it or change it, but as you mentioned, that could be causing the issue. I'm not sure why, but uh you pretty much isolated this network and as a result, you figure out that this could be something caused by the switch. Well, unfortunately you can only connect uh three child nodes wired to the peering But how about connecting another child node wired to the other child node.
08:00
Speaker 2
Yeah, cuz... there's a total of four ports on these, MVIs. So, you need... you need... want to bring the internet in and... so, and actually, I I could connect three directly or two directly and then the... Actually, I think there's four. It's a total of five ports. I take that back. But you get the idea. um, I I still need to connect to that other switch to connect the rest of the child nodes, um, and to connect all the wire devices, you know, throughout the network. Oh, I can't do that. I don't have that topology. uh, so all the wires come into this network closet. Um, and then... [silence]
09:00
Speaker 1
or probably one of the reasons why this the issue was happening yesterday probably there's a there's a looping connection you attention unintentionally connected to the switch [silence]
10:00
Speaker 2
you know, they go to, you know, the points of each child node. So, I don't have the wiring to go from a child node to a But I mean, if the switch is the killer I can just replace the switch, right? Uh, you know, that's that's the that's a much easier and cheaper solution than, you know, pulling new wires and all that kind of stuff. Mhm. Oh. Well, I I doubt, I mean I I understand that that problem. Um, I doubt that. Uh,
10:00
Speaker 1
Uh-huh. So, three nodes are wired or 3 child nodes are wired and then 4 are connected wireless.
11:00
Speaker 2
Because I remember we were working fine. I didn't make any wiring changes. [silence] So that that that looping issue would have would have been there prior to all these crashes. I mean, I do follow through that the symptoms are are symptomatic of that.
11:00
Speaker 1
all right. So, the switch is connected back to the network. Okay. Okay. All right. Well, I think Well, what you what you can do further, sir, is if you observe that the issue has happened again, uh maybe try to check if
12:00
Speaker 2
Power cycled. Um and you've got another, um two nodes that are wired through the switch and then your final two nodes to total the eight are wireless. Um and you know, their signal strength is good and and all that good stuff. Yeah, yeah, I don't I don't have a way to get this done without without it or a replacement for it.
12:00
Speaker 1
uhm, uhulenor, you know, maybe do it like this, connect your computer straight to the uh child node that's directly wired to the parent node and then compare it to the results when you connect a computer straight to a child node that's wired to the switch. If, um, if you know, the issue is observed and the, or while the computer is connected to the child node that's wired to the switch and we can say that it's probably, yeah. Yeah. Yeah.
13:00
Speaker 2
Cool. Awesome. Mm-hmm. Yeah. Then you know it's the switch. Yep. That makes sense. Um, all right. Yeah. That way I can verify that it's the switch if this, you know, when this happens again, if it happens again. And so the other thing too is that, you know, the as it stands now, um, the majority of
13:00
Speaker 1
00:00 you know 00:35 all right, 00:36 so I guess you'll have to 00:38 observe the network further 00:41 and then do that test if ever this happens again 00:48
14:00
Speaker 2
The child nodes don't have anything. you know there's I think there's three child nodes that have uh you know something else hanging off of them in a wired fashion and the remainder of the child nodes oh, that's not true. there's four uh that have something wired to them and then the remainder are um you know just a Wi-Fi access point. Mhm. yeah, that makes sense. and then I can isolate if it if there is in fact uh an issue, I could isolate to the issue with a switch and replace the switch if that's [silence]
14:00
Speaker 1
Yes, sir. Maybe we have, you know, something like a beta firmware or we need to report it to engineering and have them further check it. all right, I think that's oh yeah.
15:00
Speaker 2
Well, then I need to call you back again, right? Okay. So for the time being though, I think, yeah, that's the plan, right? And so, and I'll, I mean, at the rate that this was failing before, uh, you know, it'll crash again in the next 24 to 48 hours, enabling me to do this test if need be. But actually, uh, I could just do your wired test right now. I mean, it appears to be working, but, but why not just do that right now? Uh, and uh.
15:00
Speaker 1
Yeah sure So would you like to do it?
16:00
Speaker 2
You know, and then I'll at least, have an idea. Yeah, yeah. That makes sense. OK. I'll do that, do that this morning. I can. Let's take a look here. Uh, so make sure I'm going to the right child node. Um, so, faster bedroom. All right, so, I've got one node in the switch and then I know what the other ones are. So, uh, I will take this laptop power it down cuz it'll need to reboot it. Um, so that it can [KEEP_UNCERTAIN] She says right now it's back on Wi-Fi again cuz it's working. See? And again, I mean, I don't know. Would there be some sort of a cache or something that gets stored in a in a switch? Have you seen that before? Okay. Just. Uh, alright. So, Um, I'm fixation. Oh, hey. Alright. I'm just checking out, lost out and rebooting here. Um, and so this is the. Um, [silence]
16:00
Speaker 1
Probably sure, but rarely. [ silence ]
19:00
Speaker 2
[DOWNWEIGHT] Okay. Mm-hmm. Mm-hmm. I mean, I'm I'm. My gut is. That, you know, a lot of the crashes were happening, because of the two wireless child nodes. Um, but I don't know if something got, you know, and all those reboots if something got stored in the switch that, you know, so now the wireless child nodes are much closer, so that's, that should hopefully be, good for this. Okay. So, I'm logged in, and let me take a look at my IP address. make sure that it's all right yes I am actually I got it uh an IP address and it's not Wi-Fi it's wired um okay uh and then we'll just try and this everything should work um
19:00
Speaker 1
So, the computer is wireless to one of the child nodes that's wired to the parent node, OK, [silence]
21:00
Speaker 2
That's correct. And yeah, everything, all of the problem sites from yesterday are, at least it's pretending to [silence] well, I'm running this little speed test site that doesn't, uh, I'm going to run through that too fast. okay so yeah the con the the con thumb which I would want so far two of the three that were given me um consistent problems are um working so just test the other one that just b twolet it's one that didn't work okay that came up just fine so now um take it to a child node reboot hopefully get a different
21:00
Speaker 1
to one of the child nodes that's wired to the switch
23:00
Speaker 2
I don't have an MP address, but I'm sure it's probably still on the table. Um I'm test on that one, right? Yeah. [silence] I think it's probably just there.
23:00
Speaker 1
And by the way, compared to before or yesterday, the what do you call this? The call is no longer cutting in and out.
24:00
Speaker 2
the incidentally uh it was cheaper and easier to just buy uh usbc to uh uh ethernet adapter as opposed to unwiring the whole setup I had. Um it was like $14. Hmm. Yeah. Well, so my cellular signal at this house is just very poor. So there's repeaters that you know depend on the on the network and then they'll put a yeah so it's like a it's like a mini cell tower style repeater and so they were they wouldn't stay online yesterday. So that that would that that's easily explained because you could tell that they were offline. Let's take a look again. Ip config. And I do have the same IP address but it is definitely through the wired connection and not yes. The Wi-Fi so I
24:00
Speaker 1
All right. And the Wi-Fi of this computer is off. All right. All right. [silence]
26:00
Speaker 2
the switch, which, I mean, I guess, I mean, it's good that it's working, but, you would have almost liked to have seen it not work. But it could just be that it's the case of the switch, right? So, if this happens again, I would do the same test, but not reboot the switch. Yeah, it does. But now I know where to look in the event that,
27:00
Speaker 1
Uh-huh. Yes. Yes. Uh.- Well, actually, I think you did most of the things and- figure out a way to fix the issue, so Congratulations. [silence]
28:00
Speaker 2
Okay. No, it's not, or where to look first, right? So, if it crashes again, I oscillate that switch, test that switch. Um, and, uh, if that doesn't happen, then I might need help or, um, yeah, an update or something like that. Um, does that make sense? Okay. Well, I appreciate all your help. Um, you know, I, I, uh, I really didn't think that, uh, that fixing a, uh, I mean, a total, uh, residential project was gonna take me, uh, all night of testing and, uh, and all this tech support time and, and all that kind of stuff, but if it's stable, I'll have a happy family, which is, you know, a great thing. So, anyway.
28:00
Speaker 1
Haha. I see. That explains it. Haha. Yeah, I hope so, Haha. Yes, sir. All right. See you guys tomorrow. Goodbye, sir.
29:00
Speaker 2
Yeah, thanks. You know, I'm an engineer by training, but not an IT guy. So, every now and then, you can use some of that. So, yeah. So, all right. Well, thanks for your help. Hopefully, you know, your next call, you know, you also will call and they'll be like, yeah, I just worked on it all night and I solved it. It makes your day a little bit easier. But uh, but that probably won't be the case. Yeah. All right. Well, hey, thanks for your help. And so, in the event this does happen again, I'm assuming I'll just need to reference the same ticket number that this is under? Okay. Well, good. Have a great day. All right. Thanks. All right. Bye. Bye. [silence]
29:00