V2 Rubric Detail — 93a24dcc-611f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:46
Duration
30m 55s
Contact
William Tagart
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall29.4% (-2.6)

V2 Grader Summary

The agent performed a manual firmware update on the parent node but failed to resolve ongoing child node instability. Critically, the agent applied unverified beta firmware to a mixed-generation mesh (MBE7000 and MX1500), which is incompatible per KB guidelines, making the technical guidance materially incorrect. No escalation occurred despite unresolved symptoms, and customer effort was high with no empathy or clear follow-up, resulting in a partial resolution.

V1 Case Analysis

Customer reported intermittent node drops with red/blinking LEDs. Agent applied beta firmware (FW_MBE7000.img) but provided contradictory model references (MBE7000 vs MX-1500). Issue not resolved; nodes remained offline or blinking. No model/serial/warranty collected; no case logged.

Troubleshooting Steps
  • Guided customer to download beta firmware file (FW_MBE7000.img).
  • Walked through router UI to select file and start firmware update on parent node.
  • Instructed customer to reboot parent node and observe LED status.
  • Advised power-cycling of child nodes showing red/blinking lights.
  • Requested updated diagnostic logs via app.
Key Observations
  • Agent never collected product model, serial number, or warranty status despite using model-specific beta firmware.
  • Firmware file 'FW_MBE7000.img' was referenced, but agent later mentioned 'MX-1500' (00:17), creating serious model confusion and compatibility risk.
  • Multiple nodes remained red/blinking or offline after update (00:16–00:26), but agent declared parent node 'confirmed' updated without full validation.
  • No case number created; no documentation of support path.
  • Long silences and lack of empathy reduced customer confidence.
Positive Highlights
  • Guided the customer through downloading and applying a firmware update via the web interface.
  • Advised power-cycling problematic nodes as a quick remediation step.
  • Requested updated diagnostic logs after the update to gather more data.
Agent Errors / Gaps
  • Failed to obtain essential device information (model, serial, warranty) before applying beta firmware.
  • Provided contradictory model references (MBE7000 vs MX-1500), risking incorrect firmware application and potential hardware damage.
  • Did not confirm post-update network stability or validate resolution across all nodes.
  • Proceeded with beta firmware without confirming customer's technical proficiency or backup plan.
  • Failed to create or reference a HappyFox case, violating core case management protocol.
  • Did not clarify that firmware update only applied to parent node, leaving customer uncertain about child node behavior.
  • Allowed long silences without explanation, reducing call control and customer confidence.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent updated parent node firmware but customer still reported child nodes with red blinking lights and offline status; no confirmation of resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a manual firmware update and asked about LED status, but skipped foundational steps like modem test, full mesh reboot, or verifying internet at the parent node.
R3 Not Met Correct resolution path conf 92%
Agent pushed an unverified beta firmware without confirming model compatibility (customer has MBE7000 and MX1500), and did not assess warranty or escalate despite using non-standard firmware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified red lights and restarts but did not ask about recent changes, power issues, or perform root cause analysis beyond assuming a firmware bug.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly used the web interface to guide a manual firmware upload, the appropriate tool for this scenario.
T3 Not Met No misinformation conf 94%
Agent instructed update of beta firmware without confirming it was intended for MBE7000; KB requires verified firmware files, not beta versions, and mixing MX1500 with MBE7000 is incompatible per velop_mesh_compatibility.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but used frequent silences, lacked clear framing, and failed to summarize or confirm understanding.
C2 Partially Met Confirmed understanding conf 83%
Agent used terms like 'beta firmware' and '.img file' without simplifying or checking comprehension, though instructions were followed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and performed the update but relinquished ownership by ending with 'send an email' instead of committing to follow-up.
O2 Partially Met Proactive follow-through conf 86%
Agent told customer to email if issues persist but gave no timeline or commitment to respond, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Issue persisted after intervention (child nodes still red/offline), and agent did not escalate to engineering despite clear signs of unresolved instability.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration ('I hate it when my phone does that') or expressed empathy for repeated outages.
X2 Not Met Tone & rapport conf 91%
Agent used a flat, technical tone and did not adapt to customer’s confusion about phone display or node status.
X3 Not Met Overall experience conf 90%
Customer had to download firmware, navigate UI, power-cycle multiple nodes, and send logs—effort not minimized despite agent-side capabilities.
Call Transcript50 turns · 55 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. Michael: Hello? Linksys: Hello, I'm doing fine. Well, thank you for answering the call. I'm Michael. We want to check if the situation with the nodes falls for a fix, for a beta firmware. Now, uh, I'm actually waiting here for a more updated version of that beta firmware. Michael: Uh, instead of the existing beta firmware. Linksys: I wanna wait for that and instead that's the one I wanted to update on your nodes. Michael: [silence]
00:00
Speaker 2
Yes. Hello. How we doing? We're looking at A, B, C, D, A, B, C, and D. Okay. So, oh, I just sent in a diagnostic.
00:00
Speaker 1
It's old, warning. Hold on, let me check if I got those logs, All right, well, not actually, doesn't tell you that way but yeah, I I received them all. So, is it like that same situation where devices
01:00
Speaker 2
I've been having problems all morning, stuff dropping, just dropping. Should say something about plugging and unplugging six times? Last one I, I added a note on there. Uh unplugged it and plugged it back in six times so far this morning. It's like it's got a mind of its own. [silence]
01:00
Speaker 1
Did you observe if the nodes or the parent nodes, the child nodes, have flashing lights? [silence] While the issue is happening. [silence] one of the child nodes. [silence] Uh-huh. Seems to restart on their own. [silence] That's what you have observed.
02:00
Speaker 2
This morning they had the one in the bathroom or in the bedroom had uh well that was last night. It had had red one that was flashing. But all the other nodes were up and yeah. But they they go off and then they come back on by themselves. One minute my phone will be having it and then the next minute it'll say that the IP uh connection can't be made because it can't be validated. Yeah.
02:00
Speaker 1
[silence] Well, how about this? Just in case it requires us to upload this existing beta firmware before we can update to that new firmware. How about we update the nodes now with this existing beta firmware? Do you have the, time to do that? This should be simple. Do you have a computer or laptop that we can use? A computer or laptop that we can use to do the update. Awesome. But the nodes right now, all of the nodes have white light, all are online.
03:00
Speaker 2
Okay. Um, it all depends on how hard it is. Do I have a computer what? I'm sitting right in front of a desktop. Yes. Everything's online, right? [silence]
04:00
Speaker 1
Okay, that's great. Well, I have to send the first form to you first. So, hold on. Just a moment. All right the email sent to wta nobody wta gart@cox.net
05:00
Speaker 2
Okay, technical it is.I say it's click here to download the beta firmware. daddy, I want one. The blade is already feeling like this. Okay. Okay. Should I be getting a notice or something? [silence]
06:00
Speaker 1
uh you you need to click that highlighted word uh did it download something yeah oh you don't you don't need to open just download it make sure it's uh an IMG file .img it should say FW_ MBE 7000 okay now you don't need to click or open it just make sure that it's downloaded awesome. Now,
08:00
Speaker 2
I did. We're going to click it again. It opened up the Reachus page. Open file. Open. Yeah. So, I don't need to click on it? It's downloaded.
08:00
Speaker 1
open another
09:00
Speaker 2
okay. We're already there. We're already there. Okay.
09:00
Speaker 1
Go to connectivity. That's on the very left. And the very first tab should show you the section for the firmware updates. And there's a button that says, choose file. When you click that button, there's a button that says, choose file yes, when you click that, it'll open a window where you can select the file that you just downloaded.
10:00
Speaker 2
... There's a what? Choose a file. And then we go to... Where's my download file?
10:00
Speaker 1
[silence] Yes, once it's selected, you can start the update. All right.
11:00
Speaker 2
okay, open, and then hit start. okay, installing firmware.
11:00
Speaker 1
Yes, sir. I'll be rebooting. So give it 5 or 6 minutes to completely boot up.
12:00
Speaker 2
You rather reboot Okay
12:00
Speaker 1
Are you by the parent. No char? OK.
13:00
Speaker 2
firmware update completed.
13:00
Speaker 1
Let's yeah let's check the lights, check the lights first on the parent node, it has a white light again. Okay. How about the child notes? [silence]
14:00
Speaker 2
[silence]
14:00
Speaker 1
okay. all right. just give it time. all right. uh, i don't know.
15:00
Speaker 2
[silence] The living room is white.
15:00
Speaker 1
If I remember you have five nodes in total. My right. OK. Yes. Mama still here. OK. They're probably close to a child node that is flashing red light.
16:00
Speaker 2
The master bedroom is blinking red. Yeah, not.
16:00
Speaker 1
Joe. Solid. Oh. Okay. Ah, yeah, the MX-1500. Okay, well, that's good if it's blue, to be online. But
17:00
Speaker 2
yeah, but that's a solid blue, totally different model. It's an older model. So it's blue. That's the garage. It's the 80, bought E-55,
17:00
Speaker 1
It's notes. All right. All right. Okay. If it's still blinking red, then unplug it to turn it off, then plug it back after 30 seconds to turn it back on. [silence]. [silence].
18:00
Speaker 2
okay there I'm going to check the other two right now the living room and the family room is still blinking red yeah [silence] I hate it when my phone does that. They went into some sort of a mode where all the everything's funky looking for the vision.
18:00
Speaker 1
Okay. Alright. Yeah? What's that? On the Linxess app. Okay. All right. This node is also wired to the parent node, right? Okay. All right.
20:00
Speaker 2
like puts a different perspective on all the letters and stuff. No, on my phone. Okay, we're blinking blue. Yes. Yes. Okay. Family room is white. Solid.
20:00
Speaker 1
The one that we restarting is in the bedroom, right? Okay. All right. Now, let's go back to the linksys app on your phone, then, then the set of logs. Okay. And Then
21:00
Speaker 2
[KEEP_UNCERTAIN] No, that was the one That's all working They're all white or blue It says it's been up says it's connected We'll slow to going to snap Why does it do this? It's like everything sort of highlighted and everybody goes into an AI type funky mood.
21:00
Speaker 1
your phone okay maybe it's some setting you need to disable okay
22:00
Speaker 2
let's see let's try this hey Bixby hello Bixby
23:00
Speaker 1
we're able to log into the app sir okay [silence] okay does it have a different color light
24:00
Speaker 2
I don't want to work here. Coming up. 41.5 and it's saying the master bedroom is offline. That's what I'm going back to check. [silence] Okay, employees. Okay.
24:00
Speaker 1
What bedroom node has a red light before you restarted it?
26:00
Speaker 2
Yeah, I had a red light, unplugged it, we're still blue, pulsating blue.
26:00
Speaker 1
Okay. So on the app. Awesome. Now, let's go to the network administration. Diagnostics. Send another set of logs.
27:00
Speaker 2
Okay, we're whiting the master in. And all five nodes are on the app.
27:00
Speaker 1
Alright, it's sure. I, I just got it. It, it should it should not, sir. It should stay to this firm wear.
28:00
Speaker 2
send a report sending report done done how should I on the firmware is that not going to go and automatically update to something else or is it going to stay like it is okay
28:00
Speaker 1
Just wanna explain that this only updated the parent node. Now, just in case the issue's caused by the existing parent node in your network, then uh, this beta firmware should fix that issue. But uh, we still need feedback. Uh, if in case the issue's still the same. And maybe, who knows? yeah, the timing would be great. Yeah, like see if it occurs on the same time within the day that you've observed the issue, uh, you can send an email since we've triggered a email thread. The one I used to...
29:00
Speaker 2
Okay. Quite good, quite good. Is good. I believe three hours from now he comes home.
29:00
Speaker 1
Send the firmware. Yes, sir. Maybe you can inform us that it's the same issue. All right, but for now, that's all about it. The bearing node is now confirmed to have the better firmware. All right. Yes, sir. You're very much welcome. All right. Thank you for your time today. You as well. All right. All right, sure. [silence]
30:00
Speaker 2
send a reply on it. Okay. All right. See if that takes care of the problem. Thank you, sir. All right. God bless. Thank you.
30:00