V2 Rubric Detail — 8a3b49c0-5f6a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 16:37
Duration
10m 31s
Contact
Giesella Zamparini
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
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). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall46.7% (+6.7)

V2 Grader Summary

The agent demonstrated ownership and communication of next steps but failed to provide accurate technical guidance or meaningful troubleshooting, incorrectly interpreting the red LED as a successful reset. Despite OOW status, the agent violated policy by withholding free best-effort support, resulting in an unresolved case with materially incorrect information provided.

V1 Case Analysis

Customer reports one Velop child node showing solid red after reset; device out of warranty (expired Feb 7, 2022). Agent advised factory reset, moving node within 3–6 ft of parent, and sent email with troubleshooting steps. Incorrectly stated solid red indicates successful reset.

Troubleshooting Steps
  • Guided customer to perform factory reset by holding reset button until light turned off.
  • Advised moving node within 3–6 ft of parent router.
  • Offered paid support; upon decline, promised email with self-help steps.
Key Observations
  • Agent incorrectly interpreted solid red LED as successful reset (transcript [07:00]–[09:00]); KB states solid red on Velop indicates hardware or boot failure.
  • No product model number confirmed despite troubleshooting model-specific behavior (reset procedure, LED meaning).
  • Agent did not verify whether the node was actually fixed or even attempt validation of the troubleshooting steps.
  • Repetitive use of 'ma'am' and vague phrasing (e.g., 'I think it's a pinkish red') reduced clarity.
Positive Highlights
  • Collected serial numbers and accurately confirmed warranty expiration date from system records.
  • Offered self-help email with step-by-step instructions after customer declined paid support.
  • Maintained polite tone and allowed customer to choose preferred support path.
Agent Errors / Gaps
  • Materially wrong technical instruction: solid red on Velop node indicates hardware/boot failure, not successful reset (KB contradiction).
  • Failed to collect or confirm product model number before giving model-specific guidance.
  • Did not verify outcome or confirm whether the node was repairable.
  • Provided misleading advice that could lead the customer to believe the device was reset when it was not.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid service or email guide but did not resolve the node connectivity issue during the call; customer ended with unresolved hardware.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked about reset, distance, and serial number but skipped essential steps like power cycling, checking WAN cable, or verifying node status post-reset.
R3 Not Met Correct resolution path conf 97%
Agent refused free troubleshooting solely due to OOW status, violating the OOW standard requiring best-effort support regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified red LED and asked basic questions but failed to diagnose root cause (e.g., placement, backhaul, or hardware fault) with structured logic.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to verify warranty status — a valid and necessary tool for this scenario.
T3 Not Met No misinformation conf 98%
Agent claimed solid red light means reset was successful and described it as 'pinkish red' — contradicts KB: red = no internet or fault, not successful reset.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but lacked clear framing, used repetitive 'ma'am?' calls, and failed to summarize or guide transitions effectively.
C2 Met Confirmed understanding conf 93%
Agent used simple language, confirmed email details, and offered step-by-step written instructions suitable for customer's technical level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by checking serial, warranty, and committing to send troubleshooting email without transferring or deflecting.
O2 Met Proactive follow-through conf 97%
Agent clearly stated email would arrive within 3–5 minutes and defined next step: customer to follow emailed instructions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was OOW but resolvable via troubleshooting, not L2/L3 escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for year-long issue, used robotic tone, and failed to acknowledge customer frustration or effort.
X2 Not Met Tone & rapport conf 92%
Agent repeated 'ma'am?' excessively, used monotonous delivery, and did not adjust pace or tone to match customer’s stress or time constraints.
X3 Partially Met Overall experience conf 87%
Offering an email reduced immediate effort, but requiring customer to self-troubleshoot without real-time support added long-term effort.
Call Transcript18 turns · 20 lines
Speaker 1
um, okay. um, um, okay. I'm in one of those, if that's a good idea. Um, um, I bought these nodes um probably hmm, maybe four years ago. Maybe something like that. And one of the nodes hasn't been been working for over a year now. and I haven't I pushed the red button. I did everything I could to try to get it working. And I got three, um, let me see. Yeah, I got three nodes in my house. And just this one doesn't work. So I don't know if uh, it's kind of complicated when they helped me last time. I couldn't quite understand. Um, so it it so it was also a refurbished um, Linxies nodes as well. what's that again? The the the light's out? Oh, the light's out, yes. pinky red, yeah. Yeah, it always goes red. It'll go blue and flash and then it goes red. So it's just it looks like one is not working and the other two are. [silence]
00:00
Speaker 2
All right. And you mentioned that you pressed the reset button, right? The red button at the bottom. And for how long did you press that one, ma'am? Uhm, yes ma'am. Okay. Can you please press the reset button ma'am until the light went off? So press it harder until the light went off and release once the blue light is showing. All right. When you press the reset button ma'am, does the light went off before the blue light is showing? Okay, let's.
02:00
Speaker 1
Yeah. What is it? Yes, it is, uh, let's see the serial number. 25. F 10, let me turn my light on. I can't see. 1, 0, 6. 0, 4, 8, 1, 1, 4, 10. 0
03:00
Speaker 2
wait for that one ma'am. If the light will change to solid purple, that means that it was successfully reset, but let's double check. Let's wait for about two to three minutes. And can you provide the serial number of that child mode ma'am? 1 1 1 4 2 1. I got it.
03:00
Speaker 1
It's tech savvy. Yeah, I called them a couple of years ago because my internet was slow and I didn't know if I needed a new modem and they said just get the mesh routers. So, let's see now it's red. Yeah, now it's red. My uh node. Mhm. [silence]
04:00
Speaker 2
And also, I may know who is your Internet service provider. Stacks, I mean. OK. All right. So it's solid reds. OK. Thank you so much for this. [silence] And also, same if I may ask. How far is it from the main node then? What's the distance?
04:00
Speaker 1
Probably, let me see. Would it be about 20 to 30 feet I'd say. Yeah, like it goes into my um a room that's in the corner like yeah it was it was working but it just I tried even you know, plugging it in closer to uh the modem and all that and it still goes red [silence] Yeah [silence]
05:00
Speaker 2
Um. Um hm. Nice. Um hm. All right. So based on the record here, ma'am, with the serial number that you provided, uh, that you provided to me, ma'am, this device was already out of warranty last February 7th of 2022. And for the out of warranty device, ma'am, I could not provide a free troubleshooting over the phone. However, if you insist, I could provide a one time uh, service fee which is $45. If it is fine on your end to, um, to go with, uh, I could uh, go ahead on that one. Ma'am, could you uh, please let me know? Ma'am? Ma'am? Ma'am?
05:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Okay. So you were saying that you can send somebody to, um, to, uh, to like a troubleshoot or something you said that at the beginning. Like I, I couldn't hear. Oh, okay. Maybe just send me the, you can send me the email and, uh, but were you saying before, yeah, I prefer this just the email, but earlier on I couldn't hear properly. Were you saying that you would send somebody over to do it? To, uh,
06:00
Speaker 2
non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, ma'y, if you don't want to proceed with the payment, what I can do is I could send you an email and said so that you could troubleshoot it yourself a step by step procedure. And also you may consider try our links as AI agent for guidance. Which one would you prefer? I could send you an email so that you can troubleshoot it yourself. Um No, ma'y. You may consider try our links AI agent on our website.
06:00
Speaker 1
[DOWNWEIGHT] Oh, I see. I see. And then that's where you pay as well to do that. Or the whole. Okay. Okay, well, I guess, I do hair. I have client coming in soon. So, maybe I'll just, if you can send me the email, I'll try. And then if I still have trouble, I can maybe do that when I have more time because I've got someone coming in in half an hour just in case, it takes longer. Gotcha. Yes. Yes. Yeah. Yeah, like right now, it's uh, very close to the other knowledge.
07:00
Speaker 2
um no it's for free of charge ma'am however if you want me to be i can walk you through on how to do it i am organized i could send you the email ma'am and also um if you want to connect it back to the network ma'am since the light status is now solid red right okay so it means that i think it's a pinkish red so it means that it was successfully reset so you need to move it closer to the parent node like about three to six feet away before you set it up again or connect it to the network
07:00
Speaker 1
It's about four feet away to, uh, yeah, it's about, yeah, it's about, uh, this node is about 10 feet away from the main node and then about four feet away from the second node. Closer? Okay. Okay. Yeah. Oh, it's, it's, sure, it's Gizella, G-I-S-E-L-A, Z-A-M as in Mary, P as in Peter, A-R-I-N-I @ yahoo.ca, e Terini. Yeah. [silence]
08:00
Speaker 2
I'm on the parent node, the 111. It should be closer to domain. Noise them domain noise all right and can you provide your best email address where I could send the email? All right all right. Gisella Zapparini. Got it.
08:00
Speaker 1
a Yahoo Dot C. and then the last few questions, is it possible that it could be broken 2? Okay. Yeah. Yeah. and then, you know, I'll leave it. I'll fiddle around with it when I have time later. But would you think that it would be possibly that I'd have to get a new one though if it's not working? Just just wasn't. Okay. I'll try it. Yeah. it's just, I've been, yes, even a year ago, 2 years ago, I tried this multiple times and it just goes back to the red. So it's just one note. It's not the other two. It's just this one that goes to the, my gas bedroom. Okay. so, yeah, I have a time.
09:00
Speaker 2
um nope since the light status is responding and when you reset the one it's responding it turns to solid thing so yeah you may um add it back to the network. um yes ma'am if it will not work then you may consider purchase a new one but rest assured I think that it will connect back to the network since it's responded when you reset that one. Mhm.
09:00
Speaker 1
I'm kind of strain right now, but I'll try to fiddle around with it. And if not, I can see if I, like, I, I need to like, yeah, have a time where I don't have any, anything happening in the next half hour. So, okay. Okay. All right. Okay. Thank you. All right. Take care. You too. Thanks. Bye-bye.
10:00
Speaker 2
All right, so yeah, expect an email from me man within three to five minutes and you can troubleshoot it yourself when you're up. All right, thank you so much, man, man, man, have a good one bye for now.
10:00