V2 Rubric Detail — 8f9bc2be-706d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 08:12
Duration
10m 43s
Contact
Bertjan Smit
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134726
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication5.00/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.9% (+11.9)

V2 Grader Summary

The agent correctly identified the improper network topology and verified basic node functionality, but failed to resolve the intermittent connectivity issue. Key diagnostic steps like accessing the router dashboard, checking WAN status, or guiding a full reboot sequence were omitted. While ownership and communication were maintained, the lack of concrete next steps and incomplete troubleshooting resulted in a partial resolution.

V1 Case Analysis

Customer reports child LN1600 node losing connection after being wired to modem; parent node Wi-Fi works but child node drops after ~10 seconds.

Troubleshooting Steps
  • Confirmed Wi-Fi SSID and password (default).
  • Had customer connect phone to Linksys SSID and test internet access.
  • Checked speed test results on the phone.
  • Asked about wiring configuration of child node.
  • Advised against wiring child node directly to the modem.
Key Observations
  • Agent did not collect model, serial number, or warranty information.
  • Troubleshooting flow was incomplete – no reboot, LED check, or reset of the child node.
  • Long silences and unclear guidance left the customer confused about next steps.
  • No clear closure, escalation, or callback was offered.
  • Agent correctly identified incorrect topology (child node wired to modem), but failed to guide customer through proper Ethernet backhaul setup per KB.
Positive Highlights
  • Confirmed that the parent node’s Wi-Fi and internet connection were functional.
  • Identified that wiring the child node directly to the modem was likely the cause of the issue.
  • Correctly interpreted solid white LED on parent node as 'online and healthy' per KB (led_cog_mesh_group_a.md).
Agent Errors / Gaps
  • Missing essential product identification (model/serial).
  • Failed to follow a structured mesh-node troubleshooting sequence (LED status, power-cycle, reset, re-pair).
  • Did not set a definitive next step or follow-up plan.
  • Did not summarize the call or confirm resolution with the customer.
  • Did not instruct customer to use Ethernet backhaul correctly (connect child node to parent node’s LAN port, not modem).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reports connection drops after 10 seconds; agent did not resolve the intermittent connectivity issue or provide a confirmed fix.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent verified LED status and basic Wi-Fi connectivity but skipped critical steps like modem reboot, WAN diagnostics, or checking for IP conflict due to dual parent setup.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified incorrect topology (child node wired directly to modem) and advised against it, but failed to guide customer through proper wired backhaul configuration or full reboot sequence.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (intermittent internet) and asked about LED/Wi-Fi name, but did not diagnose root cause such as IP conflict or modem handoff issues from dual-router setup.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used customer's phone to confirm local connectivity but did not direct customer to access router UI (192.168.1.1) to check WAN status, logs, or network topology.
T3 Met No misinformation conf 99%
Agent correctly interpreted solid white LED as online status and referenced default SSID/password accurately per KB guidelines.
Communication
C1 Met Clear & professional language conf 97%
Agent maintained control by asking focused questions, clarifying setup, and redirecting conversation when customer digressed.
C2 Met Confirmed understanding conf 95%
Agent used simple terms (e.g., 'parent node', 'Wi-Fi name'), confirmed device type (iPhone), and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, and attempted to guide resolution without deflecting responsibility.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up plan was given; agent only made a vague recommendation without actionable instructions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted at this stage of troubleshooting.
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 90%
Agent remained professional but did not explicitly acknowledge customer frustration over repeated failures or extended downtime.
X2 Partially Met Tone & rapport conf 88%
Agent maintained steady pace but did not adjust for customer’s uncertainty or repeated corrections about port numbers and connections.
X3 Partially Met Overall experience conf 87%
Customer was asked to manually check Wi-Fi name and test browser access, which could have been streamlined with clearer guidance or remote tool use if available.
Call Transcript22 turns · 22 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist.
00:00
Speaker 2
[silence] yes the connection was lost orange I think I tried spearing it again and I think I tried to reset also yes
00:00
Speaker 1
okay so we go so on this child network so this child network is wired to the parent network so this Okay. Uh huh. Uh huh. child node is directly connected to the modem so this is not a child node so this is also acting as a parent node so there's how many parent nodes do you have in to sir?
01:00
Speaker 2
And I uh, I also connected it with a uh, a fixed uh, cello which is going to the uh, main router of of my Internet connector. Yes. Now, not to the parent node, it is wired to the uh, to the directly to the uh, router of the supplier of Odilo. Yeah. Uh huh.
01:00
Speaker 1
So all these nodes, all these LN 1600 is wired straight to the modem. Oh, maybe that's the reason why. So, but before sir, before this child node was disconnected from the parent node, it's always acting as the child node and you just change the setup. You make it as a parent node. Oh, because, so let me ask you this. Your modem
02:00
Speaker 2
Only, the, the first one, the the main, and uh this one, the second, but it it did the second one. I always used uh wireless, but uh because I tried how to, to connected with a cable, maybe I thought this is better. Yeah,uh,uh,
02:00
Speaker 1
[silence]
03:00
Speaker 2
uh... uh... four. uh... I think so. I have to check. yeah. Let me check. yeah because I, I, yesterday I, after a week of this malfunctions yesterday I have received a new modem of the old door and I connected it to the new modem. but that didn't change anything because yeah normally it's it's a cable.
03:00
Speaker 1
Okay, so if this is a new modem, sir. So is it already because you said there's no connection. Even if the thought there's only one child node disconnected. What's the light indicator on the parent? No. The parent node. The light indicator on apparent. Yeah, the when I mentioned parent node that's the Linksys device that's wired directly to the modem server. Okay, so let's just really um take this one one at a time. So you mentioned the light indicator on the parent node is [silence]
04:00
Speaker 2
direct connection, so it should not uh, influence anything. Um. What do you mean by parents? Uh, no, uh, you're your link since yeah, you mean the, uh, Yeah, yeah. That's that's uh, white, so that's okay. Yeah.
04:00
Speaker 1
Mentioned that the network is not working. so the parent node is solid white. what is the Wi-Fi name? sir, what is the name of the Wi-Fi? of that parent node? [ silence] Okay, linksys 01544, that's the default Wi-Fi name. Okay, may I know sir, what's the phone that you are using? Is it Android or is it iPhone? Okay. Is your phone connected to linksys 01544? [ silence] Oh, so the modem has its own Wi-Fi. so for for us to test if this linksys router is working,
05:00
Speaker 2
uh that's uh let me check Linksys Linksys 01544. yes uh iPhone uh no not yet because uh I don't have internet. I connected it to the uh uh old door modem now yeah
05:00
Speaker 1
Because you mentioned that the light is solid white because and if it's solid white, it means it's working. So, can you connect make sure that your phone is connected to Linksys 01544. So this is your or you this is your original Wi-Fi name, sir, 01544, you did not change it. And how about the password, the Wi-Fi password? you still the default password at the bottom? [ silence ] Okay, so make sure that your phone is connected to Linksys 01544. Okay, try to access a browser. Let's see if it if you can, if you can.
06:00
Speaker 2
Yeah. Yes? Okay, now it is. Yes. No, I don't think I can give you that. Yes, but I can give you the password, of course. Yes, it is now. [silence] During the audio there were no discernable words spoken.
06:00
Speaker 1
can you access okay okay good it means that it's working sir the Wi-Fi on the parent node is working only that earlier you connect your phone to the modems Wi-Fi instead so right now we're able to resume
07:00
Speaker 2
Yeah. Yeah. Yes, I can access. And now it is, uh, a, a, a good connection, uh, of course, when you call, uh, it works again. It has, uh, 672 download and 341 megabits per second upload. [silence] [silence]
07:00
Speaker 1
Do you concerned? Parent node is working, right? Let's check, observe it. Let's observe. Okay. Since it's connected, let's observe it. And then this parent node is directly wired cause your modem from Odido has four LAN ports. Parent node is connected on LAN1. Okay. And then, this child node, this child node, since you mentioned that you wired it straight to the parent node, I mean to the modem now. On which LAN port on the modem, sir?
08:00
Speaker 2
Yes. Uh, that is all, uh, all the time the case. Now it works, and, uh, 10 seconds later, it drops and it is not working. So, uh, yeah. Yes. This is on the
08:00
Speaker 1
Okay, but before, sir, but before when this child node was working fine before, this is not wired straight to the modem, right? It's connected to the parent node's Wi-Fi? Yes. Len, where is it connected right now? Land 3. On the modem?
09:00
Speaker 2
2.1 Um, the one, I'm sorry, I was wrong. Uh, the one is of course, uh, a fiber fiber modem, but uh, the the the parent is wired to the one, one, so the one connection, yeah, uh, that's connected to port one three. Yeah, I can, I can change it to a lamp too, but that, that, that should not be Uh, any [silence]
09:00
Speaker 1
ah sir but this child node before is not wired to the modem right okay let's just add this child node sir via uh do not ward it to the modem because if you ward it to the modem it will stay right there you cannot relocate correct
10:00
Speaker 2
can't change it. No, now it isn't, and I did try it before, yeah.
10:00