V2 Rubric Detail — 7f9d1e74-7402-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:35
Duration
44m 45s
Contact
David Drury
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00135237
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory
Ticket subject: Child is offline in the other building
Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (12 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall56.4% (+0.4)

V2 Grader Summary

The agent correctly resolved the mesh topology issue by advising against direct connection to ISP modem, which customer acknowledged. However, a second critical issue — app failing to detect router — was not resolved and received only promised email follow-up without immediate troubleshooting. Because one major issue remains unresolved and key tools like local web access were not leveraged, outcome is Partial Resolution.

V1 Case Analysis

Customer unable to use existing mesh node as parent in second building; node turns solid red when connected to Comcast modem and app cannot detect router. Agent offered paid support, promised email with steps, but performed no troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Asked for serial number (not provided)
  • Confirmed node shows solid red when Ethernet is attached
  • Suggested node should not be connected directly to Comcast box (vague)
  • Offered paid support and promised to email steps
Key Observations
  • Agent never obtained the device model or serial number, violating protocol.
  • No systematic troubleshooting (power‑cycle, factory reset, Ethernet test, firmware check) was performed.
  • Advice that the node should not be wired to the Comcast modem was vague and potentially inaccurate.
  • Agent immediately moved to a paid‑support offer without confirming basic troubleshooting steps.
  • Call contained long silences and unclear instructions, leading to poor communication.
Positive Highlights
  • Agent remained polite and did not interrupt the customer.
  • Agent offered to send an email with further instructions.
Agent Errors / Gaps
  • Failed to collect required product model and serial number.
  • Did not follow standard troubleshooting flow for a mesh node (no power‑cycle, reset, or firmware verification).
  • Provided vague/incorrect guidance about wiring the node to the ISP modem.
  • Offered paid support before establishing that the issue could be resolved with basic steps.
  • Did not verify that the app was logged in correctly or that the phone was on the correct Wi‑Fi network.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer acknowledged the fix for node connection but immediately raised a second unresolved issue (app not detecting router); interaction ended without resolution of the app issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified red LED symptom and asked about distance/setup but did not guide customer through reset, power-cycle, or firmware check before giving fix; no diagnostic steps taken for app issue.
R3 Partially Met Correct resolution path conf 80%
Agent correctly advised against connecting mesh node to ISP modem and disclosed warranty status, but failed to offer best-effort troubleshooting for out-of-warranty device beyond directing to paid service; app issue dismissed without attempting local web interface access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (steady red LED when Ethernet connected) and asked clarifying questions but did not explore root causes like DHCP conflicts, IP assignment, or firmware issues; for app issue, no diagnostic process applied.
T2 Not Met Appropriate tools / resources used conf 95%
Agent suggested using computer browser but failed to provide specific local admin URLs (http://192.168.1.1 or http://myrouter.local) required to troubleshoot app connectivity issue; per KB, local access is primary alternative when app/cloud inaccessible.
T3 Met No misinformation conf 95%
All technical information provided — including that child node should connect to another node, not modem, and device out of warranty — is factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic call flow but allowed long silences, failed to frame scope of support, and did not manage transitions clearly between two issues; customer had to re-explain context multiple times.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but did not adapt to customer’s fragmented speech or confusion; failed to confirm understanding after key instructions, especially regarding app troubleshooting steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent did not transfer call, stayed with customer through both issues, and committed to sending follow-up steps via email.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to send email with steps within 30–60 minutes but did not specify what steps would be or confirm they would resolve app issue; next step was vague and dependent on external follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issues were within L1 scope and did not meet escalation triggers (hardware fault, repeat failure, customer demand).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and thanked customer but did not acknowledge frustration of dealing with legacy equipment, app failures, or effort already invested in troubleshooting.
X2 Partially Met Tone & rapport conf 75%
Agent maintained neutral tone but did not adjust pace or probing depth to match customer’s disorganized narrative; missed opportunities to slow down and clarify during confusion.
X3 Partially Met Overall experience conf 80%
Agent avoided transfer and offered email follow-up but required customer to wait for instructions rather than resolving app issue during call using available tools (e.g., local web access), adding delay and effort.
Call Transcript27 turns · 36 lines
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
How are you feeling? Yeah, um, I'm great. You know, hungry. Been home for a moment yet? Uh, I'm not falling. You know, I've been extremely busy all day. My passion is princessing is a difficult thing to find me. Okay, we're going to scroll down then. Well, that was the house. I was calling from a cell. I thought I didn't have this thing. 918-225-388. home is the house number. Okay, I'm putting that there in the room. Okay. I'll take your phone to save that as home and I'll give you as mobile. Hold on. Let me have a . Ah, okay. Yes, sir. Hi. and what is this for the one? Yup. five eight zero seven one six six. That's his mobile. Oh, gosh. Yeah. We loops, work her down and then do my thing and be back. I did tell our daughter, I think she's got another dog. I was saying how she insurance on that one. a, eh, the call, alive. Parents plugged in the office. The others are child nodes. Okay. Right. This takes the, the,-card, but I plug it plug that child know that was formerly unwired to anything. Plug it into the internet. and the house power it up. It will work I powered up first, then plug it to the internet. It stays on working but it doesn't work with its own feed, which is what we have to have out there give this distance any buildings. love you hello [silence] Hi. You say your name is Mark? Okay, thank you. I had the volume down because it was a long hold time and music. Uh, my name is David. I have a a little bit of an older developed uh mesh networks system. And I believe it's good for intents. One is plugged into the router to the house and the other are the our internet provider feedbox, the Comcast box. The other three are being set up wirelessly and ever working fine. The
09:00
Speaker 2
all right, thank you for calling Linksys, this is Mark and I'll help.
28:00
Speaker 1
We've added another building and just a metal like building and just ran a Ethernet wire out to it in order to have uh Wi-Fi in that building. And I cannot find any directions on how to make the one of these wireless antennas evolve pieces be a base unit and still be part of the same mesh network. Is that a doable thing?
29:00
Speaker 2
Right now it's not clear to me Sher but what's the what's the serial number of your Linksys unit Okay. So this is, like, the child noire, sir. And how about the parent note? I think you mentioned that you have this unit that's wired to the modem. Is it the same model as this one, or a different? Okay. I see. So you... Uh-huh.
29:00
Speaker 1
I have an app on my phone, which is on the Wi-Fi network in the house. It can't find my Linksys device. So I can't even finish logging in to do anything through the app. It's obviously a separate issue than the first one I brought up. I just don't want to don't want to forget about it. Currently, four. They all do. They all work just fine. Very D-R-U-R-Y.
31:00
Speaker 2
Okay. All right. so you have, I told I about how many node are. four node. and all of these node have steady, blue, life. come on. okay, now let me complete your record. So he said, your name is David. What's your last name? How about your email address? [silence] and just in case this call gets disconnected what is your phone number okay and you said your internet service provider is Comcast okay all right so I think what you said earlier sir is that you have a new building and then you wanted to extend the wi- fi to that building [silence]
31:00
Speaker 1
In the house to the other building a an ethernet line in order to plug a uh uh uh uh uh uh uh Wi-Fi node into. Because it won't with it being a metal building it won't can't transmitt through it through to with that building it just doesn't work. The distance is too great. Well it uh it probably 80. So where it would be plug where the node would sit probably 90 feet. But through through a couple of walls one of them being a metal steel wall.
33:00
Speaker 2
Well, how far is that building from the existing nodes? Ninety feet.
33:00
Speaker 1
you know, when I take my cell phone out into that building, my cell service drops by, it just, you know, things just don't work well out there. Which is why I've extended the Ethernet cable out. [silence] I'm going to I I I would like to repurpose one of my existing nodes. At least in the short term, I I might uh invest in a newer node model. The new 7 pro that I was looking at on the website just a few minutes ago. Uh, I'm I'm interested in that setup. the the to have much faster speed. But in the short term, if it's possible, I'd like to get this to work.
34:00
Speaker 2
so are you planning to add another node or just use one of the existing nodes bring it to the other building [silence]
34:00
Speaker 1
Yes. No, I would like it to be on this to be the same network. That way if I transition between the two buildings things just think it just works. Um the if it's possible if I have to set this node up as on a different network name. Oh okay. I can do that. I just. Once I can log into it. Pardon me. But. But I would like to keep it the same network name. It would just be convenient.
35:00
Speaker 2
Yeah. So the node in the other building. Do you just want it in the same network as the existing nodes or you want a separate network for that? Okay. Okay. Uh uh. I see. Well, uh, Okay. No, no, no. Okay. Okay. Yeah. Well, actually, what you just have to do is to bring.
35:00
Speaker 1
I did. I oh I did that with this, with this with the one, I give you a serial number four. Uh it was working in blue where where and plugged in, where I was that, it was fine. I brought it out to the other building plugged it in. Powered up its warm up cycle, whatever and and then turn red and stayed red. Like hmmmm yeah, it was stay steady red, steady red for well over five minutes. So I was okay, well, let me do a little more troubleshooting. So I came back inside, plugged it directly into the router using the same port that the cable for the building was uses. [silence]
36:00
Speaker 2
easy, right? Steady, Red. Steady Red or?
36:00
Speaker 1
And the same thing happened. Like, okay, this is odd. So I unplugged it, powered it down, powered it back up, just as, without the ethernet connected. And the blue light came back up and steady, just like normal. Then I plugged the ethernet cord into it and the blue light stayed. Okay, well, this thing still works. It hasn't died on me in the middle of troubleshooting. Then I unplugged it all again, plugged in the ethernet cord, powered it back up, and it went red again. So for some reason it doesn't like being connected directly to the router, to the yeah, to the Comcast box. [silence]
37:00
Speaker 2
if you wanna DO that you're if you wanna extend the network well when you transfer the other node that node in the other building should be connected to another node NOT to the Comcast modem yeah cuz it'll be a different network if you CONNECT probably all right and by the way just wanna just wanna mention to that based on a record your linksys unit is no longer within warranty and uh if you uh well you got it around your
38:00
Speaker 1
Okay. Well, there wasn't the unit was wasn't wasn't the problem. It was utilizing the unit was my dilemma. Okay. And you just gave me the fix. So thank you very much for that. Um but I do I do have that other issue of my cell phone not and and the app not recognizing the network. Um, It I I I don't you know, is there anything that you can do to help me with that because I can't update, you know, firmware.
39:00
Speaker 2
2,020 and it only has three-year warranty so it's beyond already and uh you might have you might call us again but we know provide assistance without a warranty devices but we have the paid service you you have to pay 15 to troubleshoot the unit. I just want to inform you about that yeah you're very welcome uh-ha what well
39:00
Speaker 1
do anything apparently without connectivity you know it. that's the problem. it's not seeing the nodes. it's not it says there's no no it work there's no inactivity. you might give a second. it says, oops, something went wrong. we can't detect your router. wants to talk, call us. and that's how I ended up with you. and I'm sitting in the same room with the parent node. and um the moment I'm 20 ft away but um, you know, it it it's not so the the app isn't finding the the network which is bizarre. since the phone is connected to the Wi-Fi.
40:00
Speaker 2
Well, aside from the apps, or you can actually log on to the interface of the nodes using a computer. [silence] [silence] Well, was it working before?
40:00
Speaker 1
Oh, the Wi-Fi works fine? With the, oh, I haven't used, I haven't, yeah, I haven't used it in probably years. I haven't used it in a very, very long time. I with my account, I even when it wouldn't work, I even logged off, logged back in to the app and then told it to go fetch to the router to develop. And it still, it still came up with the same oops message.
41:00
Speaker 2
I mean the app, sure. We're able to log in, see the dashboard. Okay, and when you logged in to the app, did you log in using the account or just the wire, the router password? Yeah, because it . . . Okay. Well, is your phone connected to the Wi-Fi of the device you're talking?
41:00
Speaker 1
Yes, yes, that's what it Yeah, that's what I was saying, yes. The phone is connected. No, not yet. But even the computer is Wi-Fi. So even the computer would... So is that... can I get your okay and uh, in my records, I did not save uh, how to, how to do that or what, what would I, uh, oh, wonderful. That would be, that would be perfect. Thank you, sir. Thank you. Okay. All right. I, I think I've got a handle on things now with, once I get that email, uh, but thank you very much for your time and patience with me. I'm
42:00
Speaker 2
have that option, when you open the app, you have to login using a computer browser. I can send you an email and send you with the steps. Yeah. You're welcome. Yeah. I can send it once this call ends. You're very much welcome.
43:00
Speaker 1
All right. Uh, uh, um, any other information I can give you to help, or we reach the end here? Great. Okay. It might take a little while to come in. Gotcha. All right. Well, thank you again. Um, have a great rest of your day. Thanks.
44:00
Speaker 2
that should be it sure I'll just send it through or via email using the email that you provided so just wait for it within an hour or 30 minutes I'll send it to you yeah you're very much welcome JS Walter have a
44:00