V2 Rubric Detail — 78ee17c8-642f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:17
Duration
7m 50s
Contact
William Tagart
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall17.5% (-32.5)

V2 Grader Summary

The agent failed to resolve the issue, perform meaningful troubleshooting, or demonstrate ownership, instead requesting logs and deferring to an unspecified firmware fix. No escalation was initiated despite a confirmed systemic problem, and customer effort was increased without immediate benefit, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported intermittent node disconnections after beta firmware update. Agent requested logs and mentioned upcoming firmware fix. No model/serial collected, no troubleshooting performed, no follow-up timeline provided.

Troubleshooting Steps
  • Confirmed that all nodes are currently showing solid white.
  • Asked the customer to send a new set of logs using the mobile app.
Key Observations
  • Agent did not collect product model, serial number, or warranty information — a critical protocol failure for a firmware-specific issue.
  • No standard troubleshooting steps (e.g., power-cycle verification, node placement check, re-pairing) were performed despite the issue being post-firmware-update instability.
  • Agent provided only a future-firmware promise without a concrete immediate fix, clear timeline, or escalation path.
  • Communication lacked structure and clarity, with long silences [00:00, 01:00, 02:00, 03:00, 04:00, 05:00, 07:00] and no confirmation of understanding or next steps.
  • Customer had already ordered replacement hardware due to unresolved issues, indicating significant frustration and lack of confidence in support.
  • Technical advice was consistent with KB guidance (requesting logs, mentioning firmware development), but the lack of actionable steps or troubleshooting rendered the support functionally weak.
Positive Highlights
  • Acknowledged the customer's intermittent connectivity problem and its impact on Alexa devices, showing awareness of the issue's severity.
  • Confirmed current node status (solid white) to assess present state [03:00], which is a valid diagnostic step per LED guidance.
  • Requested logs for deeper analysis, which is a valid step for firmware diagnostics as outlined in the KB.
Agent Errors / Gaps
  • Failed to verify product model/serial number and warranty status — a severe protocol violation for a firmware-specific issue, directly contradicting KB expectations for troubleshooting and support eligibility.
  • Did not execute any systematic troubleshooting flow (e.g., power-cycle, signal check, node re-pairing) despite the issue being post-firmware-update instability, as recommended in the **universal_mesh_full_rebuild.md** and **universal_mesh_node_management.md** KB articles.
  • Did not set a specific follow-up timeframe or escalation path after requesting logs, leaving the customer with no clear next step.
  • Allowed long, unexplained silences [e.g., 02:00, 04:00, 05:00] without acknowledging or managing the call flow, violating communication expectations.
  • Failed to confirm whether the solid white status [03:00] was persistent or intermittent, missing a key diagnostic opportunity to assess current stability.
  • Did not clarify whether the customer had already performed a power cycle — only assumed based on 'unplugged and plugged back' [02:00] without validating outcome or confirming it resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only requested logs and mentioned a future firmware fix without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were performed — no verification of internet at modem, no node LED check, no admin UI diagnostics.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified firmware as a potential root cause and pursued logs for engineering, but did not attempt any immediate best-effort fixes (e.g., reset, placement check).
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask targeted questions to isolate the issue (e.g., device-specific vs. network-wide), nor did they identify a root cause beyond 'firmware'.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used the app to request logs — a valid tool — but failed to use other appropriate tools like admin UI or WAN connectivity test.
T3 Met No misinformation conf 90%
Agent’s statements about firmware development and log collection align with documented support paths for persistent mesh instability.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent initiated the call and gave a next step (send logs), but long silences and lack of structure reduced call control.
C2 Not Met Confirmed understanding conf 85%
Agent used vague, technical phrasing ('we'll check this further') without confirming understanding; customer’s fragmented responses suggest confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — deferred to future firmware and repeated log requests without committing to resolution.
O2 Not Met Proactive follow-through conf 90%
No clear timeline or next action was provided — 'we’ll have to keep asking for logs' sets no expectations.
O3 Not Applicable Closure confirmation conf 80%
No prior case history was referenced; no handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
A firmware-level issue was confirmed, yet no escalation to engineering was documented — only passive log collection.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy shown — no acknowledgment of customer’s frustration over daily disconnections or device instability.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, detached tone and did not adapt to customer’s emotional state or clarify confusion.
X3 Not Met Overall experience conf 90%
Customer was burdened with sending logs — additional effort — without receiving any immediate benefit or simplification.
Call Transcript12 turns · 14 lines
Speaker 1
This is Linca's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linca specialist. Hello? Between answers. Thanks for picking up. So I've read your email and I'm wondering what's the situation with the nodes at the moment. Uhu. Uhu. Oh. So
00:00
Speaker 2
everything after I I did that and it kept it kept dropping and stuff throughout the whole day I actually ordered CP link 33,000 to replace them so and after I place the order there there hasn't been one drop thing on on Wispas. Yeah,
00:00
Speaker 1
are the links is nodes still set up or [silence] I see but at the moment like you have steady white on all of the nodes Okay. All right. But going back to what happened sir, so last time we did an update to the firmware using that beta firmware. And after that, did the issue happened the next day or the next day? Okay. And so what did you do?
01:00
Speaker 2
Yeah, they're still set up. I'm waiting for the TP 33,000s to get here. At the moment, everything, everything, yeah, everything is working perfect. Yeah. [silence] Right. [silence] I did
01:00
Speaker 1
Okay. So, basically, when you realize the issue, you restarted the parent node, you unplug it and then plug it back. Is that? Mm-hmm. [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] All I did was plug, unplug and then went through all the rituals. [silence] Every time I would look into the future, it was just like, one time I walked into the kitchen. I told Alexa to turn the lights on in the kitchen. And I have another Alexa in the family room. The one in the kitchen told me that it didn't have no internet and the one in the family room at the same time turned on the kitchen lights. Okay. So it's bouncing back and forth with the devices. It's the one minute they're there, and the other minute they're gone. That's just a person. Right. And that went on for a whole day. And what was it? Today before yesterday, I made the decision to
02:00
Speaker 1
Uh-huh.
03:00
Speaker 2
...his vision just to take and ordered the TP link and replace them and there hasn't been one issue with the links since replacing the order. During the issue, when I would check on the nodes, the nodes were all white including the the the parent node was white. [silence]
03:00
Speaker 1
Okay. Uh... Hi This is what I would ask you to do instead, sir. Can you send another set of logs using the app?
04:00
Speaker 2
I'm trying to plug and plug it back in and that's what things would do the devices were disconnecting . The project has two primary war aids everything . First, the danger of long materials like oil, and roughly . Second, for its own . And the colors of us workers . With logs from a region Russian Empire . Yeah, I can do that. [silence] You could at this point hat generalized principles.
04:00
Speaker 1
All right, uh, just got it. All right. So, yeah, this time all of the note showed up. unlike the last logs you sent. All right, well, we'll check this further, sir. And um, well, as mentioned, uh, we are developing a firmware for this model that could possibly fix the issue that you're experiencing. So, uh, until then, uh, we'll have to keep asking for logs. [silence] If the issue is experienced again. All right, sir. Well, thank you for your time today. All right, sir. You're welcome. By for now.
06:00
Speaker 2
They've always been a bump. Okay. Thank you. [silence] 708.
07:00