V2 Rubric Detail — 958564d0-6912-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:33
Duration
108m 47s
Contact
Trung Nguyen
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Pagurayan
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
Escalation3.50/5
Customer Exp5.00/5
Overall62.6% (+26.6)

V2 Grader Summary

The agent demonstrated ownership and empathy, referenced case history, and initiated a management escalation for a recurring defective node with a clear follow-up timeline. However, no troubleshooting was performed despite a known resolution path for blinking red LEDs, making the escalation premature and resulting in only partial progress toward resolution.

V1 Case Analysis

Velop child node (serial 7820) blinking red post-outage. No troubleshooting performed. Escalated as defective; pending management approval. Model number not collected.

Troubleshooting Steps
  • Reviewed prior case history (TE0011086)
  • Identified node serial ending 7820
Key Observations
  • Agent violated KB-mandated troubleshooting steps (no reboot, power-cycle, or LED verification for blinking-red node).
  • No model number collected despite hardware fault context — critical PROTOCOL violation.
  • Excessive (~6 minute) and unexplained hold time — poor call control and EFFICIENCY failure.
  • Prematurely labeled device defective without symptom validation (blinking red ≠ solid red per KB).
  • No warranty status verified before escalation — required per support process.
Positive Highlights
  • Reused existing case number (TE0011086) for continuity.
  • Set clear follow-up timeframe (24-48 business hours) for customer expectations.
  • Apologized for the hold time, showing basic courtesy.
Agent Errors / Gaps
  • Missing collection of product model number — required for all hardware fault cases.
  • Skipped standard troubleshooting steps (reboot, power-cycle, factory reset) before declaring hardware defective.
  • Prematurely labeled device defective without LED state verification or KB-aligned diagnostics.
  • Excessive and unexplained hold time — poor call control and efficiency.
  • Failed to verify warranty status or support eligibility before escalation.
  • Did not confirm parent node status or topology — critical for mesh node issues.
  • No firmware version check or auto-update verification performed.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent declared the node defective and initiated a management request, but no resolution (RMA, replacement, or confirmed workaround) was delivered or confirmed — only a promise of future feedback.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, reset, firmware check, proximity test) were performed or suggested despite a clear, resolvable symptom (blinking red LED on child node).
R3 Partially Met Correct resolution path conf 93%
Agent moved toward escalation due to recurring issue, but skipped basic troubleshooting expected for a blinking red node, which violates the requirement to pursue reasonable resolution paths before escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent accepted the customer’s description at face value without asking diagnostic questions (e.g., model, firmware, recent changes, reset attempts) or identifying root cause.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent reviewed case history and prior records (valid use of CRM), but failed to use or recommend tools like remote diagnostics, firmware check, or reset procedures that were necessary for this issue.
T3 Met No misinformation conf 97%
All provided information (defective unit, discontinued model, 24–48 hour follow-up) was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent managed hold time and apologized, but failed to open with clear expectations or structure; call began mid-flow without framing or agenda.
C2 Met Confirmed understanding conf 95%
Agent used clear, polite language, confirmed understanding, and adapted to customer’s emotional state with empathy.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent retained case ownership, did not transfer, and committed to creating a new summary and following up internally.
O2 Met Proactive follow-through conf 95%
Agent set a clear timeline: 'feedback within 24 to 48 business hours' and confirmed use of existing case number.
O3 Met Closure confirmation conf 97%
Agent referenced prior case (TE0011086), acknowledged previous troubleshooting, and confirmed continuity of issue.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 92%
Escalation to management was reasonable due to recurring hardware issue, but was premature — standard troubleshooting steps (per KB) were skipped, making the escalation not fully justified at L1.
E2 Met Escalation prep & handoff conf 94%
Agent documented the escalation path, communicated intent to update management, and informed customer of next steps and timeline.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed understanding and apologized for inconvenience, maintaining professionalism despite customer frustration.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, used respectful tone, and maintained engagement throughout.
X3 Met Overall experience conf 96%
Agent avoided making the customer repeat information by referencing existing case details and prior interactions.
Call Transcript11 turns · 20 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
I'm on the phone, Katie. Oh, you are. What do you want? I need to tone. [silence] Leave your phone at home so I can pitch it for you. Thank you. Thank you so much. I got it through these. Uh, I'm going to be on a phone with you. So I want to be right about. Okay. [silence] Well, I got it. the Garfield, run, captain home. Well, always going to get blank and turn up. Blank. You know when you say don't touch, it means touch. Yeah, yeah. There's another chair there. I don't know where this came from. I just found it. [silence] No, Larry. I think we spoke before. I have a case number or ticket number. Yeah, it's t E zero zero 1 1 0 0 86. Yes.
08:00
Speaker 2
Think of a conduit links this. This is Larry. Is this your first time calling? Okay, sure. May have that case number surplis. TE 0-0-11-0-0-0-H six. Okay, let me check the records or bear with me a second here. Okay, so this is Center center link order number zero three five four Tokyo dash one seven five. So it looks like you called us back regarding your tablet. Service. Apparently, they're telling me you needed assistance pertaining to bringing up for a start. Okay, no problem. Let me grab it for my channels. Thank you. May please provide me with the full model number of your tablet? Thank you. And any further assistance? What's needed on it mate? Okay. Okay, sure. Sounds good. I'll make sure a technician will assist you more or do the proper diagnosis of your unit. And you'll be hearing shortly from them over the cell phone or an email support regarding this issue. Yeah, okay, thank you so much for calling us. If I could help you with anything else, here. Be happy to do so. Make sure you call us again. Pleasure talking to you for OK? Have a blessed day. Bye now.
95:00
Speaker 1
[silence] Yes, that's correct. [silence] Yes. [silence] Yes, that's correct. [silence] I'm having the same issue with the child node.
96:00
Speaker 2
uh, yes sir. i was able to pull up a record here. account name is under dr. Tron. uh, Wen. okay. and uh, let me also check the email address. that's last name at mygldocom. all right. phone number, two, five, two, three, six, one, one, uh, O, three. the same phone number you're calling from. okay. and uh, uh, yes sir. how could we, how could we assist you today? [silence]
96:00
Speaker 1
It lost connection over the weekend and has not been able to reconnect. That's correct. No, the, one child node is working fine. It's the, the, the same child node that I have issue with that is blinking red. That's correct.
97:00
Speaker 2
Let... Lost connection over the weekend was not able to reconnect. [silence] means that uh... the child nodes. I believe we have two child nodes, right? Mhm. Both child nodes are maybe solid red and offline. mhm. So basically one child node that it was not able to reconnect. Uh, the parent node and then the other child is working online, correct? Okay, well, let me check the records here. Allow me to place a call on hold, I'll be... you've called us a few times already and there's a record I needed to check. Please stay on the line. I'll be right back in three to five minutes. thank you. Thank you for patiently waiting. My apologies for that long hold. I needed to check the history of the case and yeah, the case is familiar to me. Actually, I was also the first one who troubleshot the system and requested for this regarding the issue. However, the upper management was not able to respond to the request and I believe you contacted us and you were assisted by a colleague of mine and you you were able to proceed with further troubleshooting but this time the same node, the same child node, serial number ending in 7820 has been having issues and now it's blinking red. Right? I think we have isolated the issue accordingly. It was a lengthy troubleshooting procedure. And it seems that the same exact node has been having problems. So what I, uh, what I could do from here is we will deem this device defective, meaning, uh, this has proven defective with our approval as, uh, technical support. And then, uh, I will create another case summary for this, request a, uh, resolution from the upper management team. I believe we discussed this, uh, the first time I escalated this to the upper management, that this particular unit is no longer being manufactured. And, uh, we'll see if, uh, there is still, uh, stocks for comparable model. But likely, if there's no longer a stock for comparable model, another resolution will be provided, but it needs an approval from the upper management team. So, uh, we need to request for this again.
97:00
Speaker 1
Yes. Yes. Okay. What kind of timeframe I'm looking at, as far as being contacted? Okay. That's fine. And you mentioned that you want to assign a new case number to your number. Can I have that new number? Okay. Okay. Yeah, I appreciate that. I am getting a little disappointed with the this unit still losing connection.
106:00
Speaker 2
24 to 48 business hours or I will We will provide you with feedback within 24 to 48 business hours. Oh, no, no, no new ticket number sir. Basically, since the issue has been ongoing with the same unit, I will not create a different case number. We'll be using the same case number TE0011086. So the same case number, same information, I just need to create a new summary and then proceed with the request.
107:00
Speaker 1
but but yeah I would I would you know I would really like I would really like to to get resolvedokay I appreciate that very much all right thanks Larry okay bye bye [silence]
108:00
Speaker 2
I understand sir, we apologize for the inconvenience. Yes, sir, thank you uh I will be uh uh creating an and the the the case summary again uh letting them know that the issue has been ongoing and uh hopefully they can uh prove it as soon as uh as soon as possible. All right, you're welcome sir. You have a great day. This is Larry again from Linksys. We'll contact you as soon as we get a feedback from them. All right, you're welcome. Goodbye.
108:00