V2 Rubric Detail — 8a95a6fa-7607-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 11:16
Duration
12m 42s
Contact
Emma Ritchie
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135618
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+15.9)

V2 Grader Summary

The agent accurately identified the node as an ISP-bundled device (Community Fiber) and correctly warned the customer about firmware compatibility risks per the KB. While the technical information provided was accurate (T3) and the agent maintained ownership (O1), the call ended without a successful connection, resulting in a partial resolution.

V1 Case Analysis

Customer attempted to add a secondhand, ISP-bundled MX4200 node to an existing mesh. Agent confirmed warranty but did not guide through node reset or pairing. Warned of potential firmware incompatibility due to ISP bundling. No verification of successful mesh integration was performed. Call ended without resolution or clear next step.

Troubleshooting Steps
  • Collected customer name and email
  • Confirmed model (MX4200) and serial number (55P20M17D071227) of the new device
  • Checked warranty status of the new device
  • Warned of potential firmware incompatibility due to ISP bundling
  • Advised powering the new node next to the main router
Key Observations
  • Agent correctly identified the new device model (MX4200) and serial number (55P20M17D071227) from customer input.
  • Agent failed to obtain the model or serial number of the existing mesh system, which is critical for compatibility troubleshooting per velop_mesh_compatibility.md.
  • Agent provided a valid warning about ISP-bundled firmware incompatibility but did not proceed with any actionable pairing steps.
  • No reset or pairing method (e.g., 5-press) was instructed, leaving the customer without a resolution path per universal_mesh_full_rebuild.md and adjacent_connecting_devices.md.
  • Call ended without confirming the outcome or setting a follow-up, resulting in an abandoned resolution path.
Positive Highlights
  • Successfully extracted and confirmed the model number (MX4200) and serial number (55P20M17D071227) of the new device from the customer.
  • Collected customer name (Emma Richie) and email (hello@blueballpub.co.uk) accurately.
  • Correctly checked and communicated that the new device is under warranty.
  • Accurately warned of potential firmware incompatibility when adding an ISP-bundled node (Community Fiber) to a network with a different ISP (Gigaclear), per velop_mesh_compatibility.md.
Agent Errors / Gaps
  • Failed to obtain the model number and serial number of the existing mesh system, which is essential for verifying compatibility (per velop_mesh_compatibility.md).
  • Did not instruct the customer to perform a factory reset on the new node before pairing, a required step for adding a used node (per universal_mesh_full_rebuild.md).
  • Did not guide the customer through the correct pairing procedure (e.g., 5-press method for MX series or web UI setup per universal_mesh_full_rebuild.md).
  • Did not verify whether the node successfully joined the mesh after powering it on.
  • Did not set a clear next step or follow-up, leaving the issue unresolved and the customer without direction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with node still flashing blue; no confirmation of successful connection or resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified ISP firmware mismatch as a likely root cause and advised setup proximity, but did not guide through pairing method or verify admin access.
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as ISP-bundled (Community Fiber), explained compatibility risks with Gigaclear, and set realistic expectations while still offering a best-effort attempt.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the hardware as ISP-bundled via serial/model check, but failed to probe the current LED state of the parent node or confirm if the child node was in a factory-reset state before attempting setup.
T2 Met Appropriate tools / resources used conf 85%
Agent used internal records to verify warranty and ISP bundling, which is the correct first step for identifying compatibility risks for ISP-locked hardware.
T3 Met No misinformation conf 95%
Agent's claims regarding ISP-bundled firmware causing compatibility issues and potential disconnects are supported by velop_mesh_compatibility.md, which states ISP variants are not compatible with standard home networks and can cause child nodes to fail to join or loop connection attempts.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced herself and maintained basic control, but long silences and lack of structured next steps reduced clarity.
C2 Partially Met Confirmed understanding conf 75%
Agent used terms like 'firmware' and 'ISP bundling' without simplification, but customer confirmed understanding of risk, indicating partial adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the line, took ownership of the setup attempt, and did not transfer or abandon the case despite complexity.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed to place node next to router for setup — a clear next step — but did not specify timeline or follow-up if it failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope for diagnosis and risk disclosure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained patient during silences and repeated requests — demonstrating baseline professionalism.
X2 Partially Met Tone & rapport conf 80%
Agent allowed customer time to locate labels and repeated model numbers, adapting pace; however, no comprehension checks were used after technical explanation.
X3 Partially Met Overall experience conf 75%
Customer had to repeat model/serial details, but agent did verify and repeat them back, reducing potential rework.
Call Transcript23 turns · 24 lines
Speaker 1
Hi, I hope you can we're trying to connect a new router, but we're having trouble. We've got the app and it says something about the nodes, something it's not connecting. Is it a new system? No, No, we bought we bought a new one. So we've already got two and plus, Pardon.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling Linksys. This is Trish. I can help you. Okay. Is this a new system? Yes. Like, okay. So, do you, when you say a new router, um, can you try to verify, did you receive a new router from your Internet service provider, or did you buy this? Okay. Who's your, who's your Internet service provider?
00:00
Speaker 1
digga Claire. Yep. Yeah. What's the the model number? Where is it? Yeah. Where is it, Mom? Where's the the main router? Do you need the number for the new one or the main one? This lady's really old. One second. So the the model number is F Sierra P Papa N November.
01:00
Speaker 2
Who is your internet service provider? Okay, so this will be a kid line, an extension, not the main router. So what's the model number? The model number of this snow that you just purchased. It's underneath the letter. Yes, the new one. [silence]
01:00
Speaker 1
M for Mike, X for x-ray, 42. What is the, what number? That's five. P for Papa, 20. M for mother, 17. D for Delta, 0727. Say that again. Yes. Um, I'm not sure. It might have been online, eBay, Amazon. Mom, where did you purchase it? Secondhand.
02:00
Speaker 2
Okay. Okay. And what about the serial number? The serial number? Okay. Is it 55P20M17D071227? Where did you purchase this? Mm. I'm sorry.
02:00
Speaker 1
secondhand, [silence] for a personal or electronic store, [silence] from a person, [silence] yes, [silence] for the new one, [silence] we've got two, [silence] yes, [silence] two, [silence] yes, [silence] there was my logic, [silence]
03:00
Speaker 2
So like in a person or electronic store? Okay, so from a person. All right. And how many notes do you have for this? Only one? Of the same model? For the old one, how many do you have? Okay, can you give me the serial number and the model number of the old one? [silence]
03:00
Speaker 1
OK, are you ready for theDOT model number? S for sugar, P for papa, N for November, David for M other, X for X ray, 42, double five, Y for Yankee, 2-0, David for M other, 1-3, F for Fox, X ray, double zero, double one, 7-1-9. Yeah.
04:00
Speaker 2
Yes, okay, and the serial number, this came from "community," I mean from "Tomato," right? OK, can I have your full name and your email, just for documenting.
04:00
Speaker 1
Yeah, my full name is Emma Richie. RTCHI. RICHIE. Did we use the Blue Ball email? Yeah. It's hello at blueballpub.co.uk.
05:00
Speaker 2
Ric I.E? How about your email? Blueball.co.uk. So, hello Blueball.co.uk. L-L-O, that's, P-U-P. P-U-B.
05:00
Speaker 1
Papa umbrella Bravo, dot co, dot UK.
06:00
Speaker 2
Okay. Okay, so upon checking here on our records, ma'am, this new one that you purchased is still under warranty. But just to set your expectations, maam, I found out that this device is specifically from a specific internet service provider. It's bundled to a company or internet service provider company community called Community Fiber. And as you've mentioned, your internet service provider is Gigaclear. So, I just wanted to set your expectations that we could try to connect it to our network.
06:00
Speaker 1
She didn't just friends warm and what's gonna be like. Okay. Okay.
07:00
Speaker 2
[KEEP_UNCERTAIN] to connect it as part of your system, but there, there could be, um, compatibility issues, especially with the firmware of this device since this is bundled with an with the ISP, they have different firmware. So, it may work but, um due to different firmware, um, in time, uh, there, could be some issues, uh, due to compatibility issues, uh, with the firmware. Common, um, issues is, is that, I'll just give you a scenario, um common issue is that the child, these nodes, if they will be connected as child nodes, they will, um they may, um, okay, uh, disconnect from the system. they will
07:00
Speaker 1
I'm gonna poke underneath here. Okay. Okay, can we try to connect you?
08:00
Speaker 2
Will frequently disconnect from the system. It's because they are, again, they have different firmwares. So if in case that GigaClear will provide or provided updates to their their nodes, these nodes from community fiber will not be able to receive it because it's different. So by that time, there could be the the community fiber node may disconnect but I believe it could still be connected. So that is the risk. Yes. Okay. Um, we will try to connect it, ma'am, but again, um please remember the risk. If I could still, we do not encourage this kind of, um,
08:00
Speaker 1
Right, okay. Thank you. Thank you. You're okay with all my stuff here. They're going to try and connect it, but there might be in might constantly disconnect because the other one was by a different network provider. Who's going to try? What did you say? Sorry.
09:00
Speaker 2
This kind of um topology, okay? Because we don't want our customer to be um calling us every time the node disconnects so we reconnect it again. But for now, let us just connect it uh let us just try to connect it. So power them on right next to the main router. I don't know once it's powered on.
09:00
Speaker 1
it checkers the power's on. I need to put it next to the main router. but that's not where it's going to be long term, so that there's just a, I get it, that's what i'm just trying to understand. I'm just trying to understand, do I need to leave it there, per per permanently or do I need to, you know what I mean? i've got no other, other power supply. Give me a minute. [silence]
10:00
Speaker 2
you power them on right next to the main router, your main router. Yes. I understand. This will be for setup purposes.
10:00
Speaker 1
Okay, they're both plugged in next to each other. The new one is flashing blue. The original one is just solid blue. Yeah? Yeah. I do. iOS iPhone.
11:00