V2 Rubric Detail — 8c6bb876-698b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 13:59
Duration
5m 48s
Contact
214-458-7181
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
HappyFox Case
Support Country
United States
Product Family
OTHERS
CSAT
Sentiment Trajectory

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.75/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp5.00/5
Overall60.7% (+4.7)

V2 Grader Summary

The agent accurately diagnosed the signal and distance issues and correctly stated product limitations, but failed to provide any next steps or actionable path forward after denying the outdoor router request. While technically accurate and courteous, the lack of follow-up instructions constitutes an ownership gap despite no escalation being warranted.

V1 Case Analysis

Customer unable to get Wi-Fi signal to repeater 300 ft away through metal building. Agent advised ideal node spacing (30-40 ft) and confirmed no outdoor routers available, but did not suggest wired backhaul, intermediate nodes, or antenna solutions. No model/serial collected.

Troubleshooting Steps
  • Confirmed number of repeaters and distances
  • Provided recommended node spacing guidelines (30-40 ft ideal, max 60 ft)
  • Checked availability of an outdoor router and informed none is offered
Key Observations
  • Agent accurately cited Linksys node spacing best practices (30-40 ft ideal, max 60 ft) and confirmed no outdoor routers are available, aligning with KB guidance.
  • Agent failed to suggest wired backhaul despite customer confirming the base station is wired and the repeater being in a signal-blocking metal building — a direct omission of a KB-recommended fix (universal_mesh_backhaul.md).
  • No product model, serial number, or warranty status was collected, missing a key protocol requirement for hardware-specific troubleshooting.
  • Call ended abruptly without confirming if the customer could implement the suggested workaround or providing concrete next steps, leaving resolution unverified.
Positive Highlights
  • Agent maintained a polite and professional tone throughout the call
  • Accurately communicated Linksys node spacing guidelines (30-40 ft ideal, max 60 ft) consistent with KB documentation
  • Correctly confirmed that Linksys does not offer outdoor-rated routers
Agent Errors / Gaps
  • Did not suggest wired backhaul as a solution for the metal-building coverage issue, despite customer confirming the base station is wired
  • Failed to recommend placing intermediate nodes to bridge the 300 ft gap or exploring external antenna options
  • Did not collect product model or serial number, which is a protocol miss when troubleshooting hardware-specific capabilities
  • Ended the call without verifying understanding or providing clear next steps for the unresolved coverage problem

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded by stating no outdoor router exists and offered no alternative solution, leaving the core issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about number of repeaters and distances, then gave generic spacing guidance (30–40 ft ideal, 60 ft max), but did not use diagnostic tools or validate signal strength.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified product limitations (no outdoor routers) and suggested adding more indoor nodes, which is a reasonable best-effort workaround despite not fully solving the outdoor/antenna request.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified key symptoms (metal building blocking signal, 300 ft distance) and asked targeted questions about repeater count and placement to assess topology.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (e.g., WiFiMan, admin UI signal readings) were used or suggested despite a clear signal-strength and backhaul issue that tools could help quantify.
T3 Met No misinformation conf 95%
Agent accurately stated ideal node spacing (30–40 ft), maximum (≈60 ft), and correctly confirmed Linksys does not offer outdoor-rated mesh nodes.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and flow but did not set expectations, explain next steps, or guide the customer through a structured diagnostic process.
C2 Met Confirmed understanding conf 90%
Agent used plain, accessible language and avoided technical jargon, matching the customer's conversational tone.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call and attempted to resolve the issue independently, demonstrating ownership.
O2 Not Met Proactive follow-through conf 95%
Agent provided no follow-up steps, timeline, or actionable path forward after stating no outdoor solution exists.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted given the nature of the request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized sincerely ('we do apologize') and maintained a polite, professional tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace and maintained engagement without causing confusion or disengagement.
X3 Met Overall experience conf 85%
Agent avoided unnecessary repetition and did not impose extra steps on the customer.
Call Transcript10 turns · 11 lines
Speaker 1
Good morning. Um I have a um link sys uh dragon um wi-fi. And I'm I have a metal bit You're about 300 feet from my base station, [silence] and there's not enough signal strength to go through the metal building to the, [silence] to the slave unit inside the building. [silence] Um, do you have some option available to, that, that can help with that situation. [silence] Like an outside, [silence] an outside/inside unit that, [silence] that I can mount an antenna outside the metal building [silence] that will, [silence] that will work inside the building. [silence] Uh, yes. [silence] Um, the problem is that, [silence] the [silence] I'm about uh, [silence] 300 feet from my base station.
00:00
Speaker 2
Um, let me double check it out here, sir. So you're not getting a really good good signal on that other building, right?
01:00
Speaker 1
and there's not enough signal strength to go through the metal building to the repeater inside. And I don't know what to do. I don't know if I can mount an antenna outside the metal building to pick up the signal. I don't know what's available. Or what I should do. I say that again. I'm sorry. Uh I have one base station and I have two two repeaters. Well, one of them that's not used is about 200 ft and the other one that is that I'm trying to use is about 300 ft. And I've even tried going from
02:00
Speaker 2
I'm just to confirm. Sir, how many links throughout the do you have? Sir. How many links throughout I do you have? Two repeaters. And what's the distance on each repeaters.
02:00
Speaker 1
One repeater to the other repeater to get the signal strength up and that didn't work either. That metal building that metal building is really stopping the signal. Yes. Really? Wow. When I I have a large roll-up door on the metal building. When I raise the roll-up door and get it out of the way, it picks up 300 feet easily. Is it what? The.
03:00
Speaker 2
um with regards to the distance um yes go ahead because uh with regards to the distance uh the ideal distance um in between these routers that you have is in between 30 to 40 ft only yes so that you have a greater signal and uh is it wired to each other no wired
03:00
Speaker 1
The base station is wired, yes, but the the repeaters are not wired. [silence] Now, I suppose they could be, but there's no provision on the repeater for a wire, they have two small antennas on each one. [silence] Yeah. [silence] Okay. [silence] Right. [silence] Is is there a a router [silence] like you I guess you would call it an outdoor style router [silence] is there such a thing available [silence]
04:00
Speaker 2
Mhm. mm, I see. yes, sir, so mhm I see is one moment here yes sir so for you to have a greater signal is it should be 30 to 40 ft away, but the maximum should be um 60 ft from each other. so for you to have a good signal or you need to add more routers so that they could catch the signal strength.
04:00
Speaker 1
Okay. Okay, okay, well I thank you for your help. Bye bye. [silence]
05:00
Speaker 2
Let me check if we have one in outdoor router one moment. In regards to that one sir, we do apologize but we don't have any outdoor router. Only um the routers are only for indoors. All right. You're welcome sir and have a good one. Bye, friends.
05:00