V2 Rubric Detail — 9ac2ca16-6fdc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 14:54
Duration
22m 31s
Contact
Philip Lashley
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00123270
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+29.8)

V2 Grader Summary

The agent successfully restored all mesh nodes to solid blue and confirmed connectivity via the app, demonstrating correct troubleshooting and ownership. However, the customer still reported one node with a history of failed resets and current poor signal (solid yellow), indicating lingering instability. This leaves the resolution partially achieved, though all immediate steps were handled appropriately per KB.

V1 Case Analysis

Customer reported intermittent node lights after power loss. Agent guided power-cycle, confirmed solid blue on parent and one child node, and advised relocating attic node due to solid yellow (weak signal). Issue partially mitigated; no further action required unless signal issues persist.

Troubleshooting Steps
  • Instructed customer to power-cycle parent and child nodes.
  • Advised waiting 2–3 minutes for LEDs to stabilize.
  • Confirmed solid blue status on parent and one child node.
  • Explained solid yellow LED indicates weak signal and recommended relocating the attic node closer to parent.
Key Observations
  • Agent never asked for or recorded the device model, serial number, or warranty status.
  • No verification of whether the problematic node was plugged directly into a wall outlet.
  • Agent provided correct guidance on power‑cycling and signal‑strength best practices.
  • Customer appeared satisfied despite the remaining signal‑strength issue.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Clear step‑by‑step instructions for power‑cycling the mesh nodes.
  • Confirmed node status after each action and set realistic expectations.
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty eligibility.
  • Did not confirm power source (extension cable vs wall outlet) for the problematic node.
  • No escalation or follow‑up plan offered for the node that could not be reset.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent confirms nodes are online with solid blue lights and app shows three nodes, but customer still reports one child node had prior reset failure and current poor signal (solid yellow), indicating unresolved stability issues.
R2 Met Diagnostic thoroughness conf 91%
Agent guides customer through power-cycling both parent and child nodes, observes LED behavior over time, confirms solid blue status, and validates network reconnection via app—following logical, sequential troubleshooting aligned with KB.
R3 Met Correct resolution path conf 96%
Agent follows appropriate mesh-node recovery path: power-cycle, observe boot sequence, relocate, confirm via app. No missteps or inappropriate deflections to warranty/ISP; handles issue within scope.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identifies symptom (intermittent blinking → red → solid blue), asks about current LED states, confirms total node count, and interprets solid blue as successful boot—demonstrating logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
Issue was visual/light-based and resolvable via observation; agent correctly used no external tools (remote session, logs) as unnecessary—relying on customer-reported LED status and app confirmation.
T3 Met No misinformation conf 97%
All instructions (wait 2–3 minutes for boot, no reset needed when relocating, expectation of flashing blue during relocation) match universal_mesh_node_management.md guidance.
Communication
C1 Met Clear & professional language conf 95%
Agent opens with apology and intent to help, confirms technician history, sets expectation for case lookup, guides step-by-step, and maintains control despite customer digressions.
C2 Met Confirmed understanding conf 96%
Agent uses simple terms ('plug back on', 'wait for solid blue'), confirms understanding repeatedly ('uh-huh', 'yes sir'), and adapts to customer’s pacing and emotional tone.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent takes full ownership after failed transfer from Ellie, reviews notes, continues troubleshooting without transfer, and sees interaction through to closure.
O2 Met Proactive follow-through conf 92%
Agent sets clear next steps: power-cycle, wait 2–3 minutes, observe lights, relocate without reset. Confirms successful outcome and provides closure with ticket number for future reference.
O3 Met Closure confirmation conf 97%
Agent references prior technician’s notes ('you were successfully reconnected or readded child nodes') and builds on existing progress instead of restarting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was within agent’s scope and resolved to functional state without need for higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution of escalation path cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent offers repeated sincere apologies ('I really do apologize, sir'), acknowledges disconnection frustration, and closes with warm, professional tone.
X2 Met Tone & rapport conf 95%
Agent matches customer’s conversational rhythm, uses affirmations ('uh-huh', 'yes sir'), checks in regularly, and maintains engagement throughout.
X3 Met Overall experience conf 94%
Agent avoids repetition, uses prior case notes efficiently, performs actions agent-side (checking ticket), and gives direct, executable steps without unnecessary holds or loops.
Call Transcript32 turns · 36 lines
Speaker 1
[KEEP_UNCERTAIN] Hello, I was just speaking with Ellie and now is disconnected. I don't suppose she's available for a call. No, I'm using a different yeah, I'm using a different number. Yes. Yes. It's O114 in the UK. And then 2584645. [silence] Hello.
00:00
Speaker 2
Welcome to Linux Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling Linux. My name is Josh, how may I assist you today? Oh, I'm sorry that you got disconnected from one of our technicians, sir. So, uh, just to confirm, are you using the same contact number as the one you contacted us on? Uh-huh. I see. Um, I have your previous, sorry, your previous phone number, so that I can search it on. Mm-hmm. Thank you so much for that. Oh, no problem.
00:00
Speaker 1
Yes. Yes, that's correct. Okay, thank you. Excuse me. So they're going to just left us to find our own.
01:00
Speaker 2
So, let me again verify the phone number. So, it's 0114 2584640, right? I see. So, kindly give me 30 30 to 3 minutes. Okay? I just need to check your previous case here on my end. Thank you. Thank you.
01:00
Speaker 1
Wi-Fi is off. Don't turn that on. yeah Noise Noise Audio Audio Noise Noise audio audio noise noise yes yes are you able to connect me with ellie ellie yeah your colleague no no no ticket number yeah
02:00
Speaker 2
Hello, sir. Thank you over patiently waiting. I really do apologize, sir. It seems like I cannot see uh any case number or any case under the previous contact number that just provided. However, nevertheless, rest assured that I can still walk you through or I'm going to help you on how to fix your issue that you have. Allie. Uh, did the, I'm sorry, did the previous technician also provided you a ticket number? Uh, Allie. Ok. All done sir. So, just
04:00
Speaker 1
Yes, that's what she said. Yeah, no problem.
05:00
Speaker 2
to confirm the name of the previous technician was Ellie correct uh huh uh huh got this one sir hold on kindly give me another one minute thank you
05:00
Speaker 1
No problem. Yeah, no problem. No problem. Great. Yeah. Yeah. No problem. Yeah. Yeah. No, I apologize. No, but we we we got disconnected and we were in the process of resetting the node and uh, yeah, just go back. What we what we got to is we got to the point where we just turned the power off. So what all we what we got is the,
08:00
Speaker 2
Yeah, I really do apologize, sir. I'm checking this on the previous technician, uh, the previous technician is currently engaging on another customer and, uh, however, sir, uh, however, sir, he, uh, he said that he, like, he tried to call you back multiple times already, but, he was rerouted to the voicemail, so, [silence] no worries, sir. [silence] Yes, sir. Uh, Yeah, upon checking here on his note, uh, it's actually mentioned here that you both, uh, you were successfully reconnected or readded, uh, child nodes to the network. So, uh, just to confirm, I know the light behavior now on the child node. They're like, [silence] Uh, I see.
08:00
Speaker 1
all the power is off on the uh, on the uh parent node and on the two um child mode uh routers yeah so you want me to put the power back on yep. Okay. Yeah no problem. So the immediately there's a blue light on the parent node and there is a blue light on the child mode. And but it's on a it it's on a slow uh blink now like an uh an intermittent blinking. Okay. [silence]
09:00
Speaker 2
All right. Got that, one. But and can you tell me the light behavior on the nodes. Oh, yes. Sir. So yeah, kindly plug them back on and then let's wait or observe their lights for two to three minutes. Uh huh. Uh huh. Get that one? Yes, sir. Actually the notes are currently booting up. So, yeah, that's normal and rest assured that uh the lights on that will turn back to solid blue,
09:00
Speaker 1
Great. I'm just going up the stairs. Hopefully I won't lose you to make to turn the other. The other child node is also online. Yes, that's correct.
10:00
Speaker 2
you're referring to indicates that you are online or working properly no worries . sir just to . verify you have 3 nodes in total correct? Hello . sir all right . and also just to . confirm again, you have 3 nodes [silence]
10:00
Speaker 1
Parent node is still blue, but it's got this intermittent blinking. And it's just turned red. Okay. you as for the consent, it will begin. and
11:00
Speaker 2
Thank you so much for confirming. May I know that light now on the [audio gap] current node? Uhm Uhm that's fine. So currently the parent node is now trying to reconnect to the internet. So let's wait for slides for another one to a minute. [silence]
11:00
Speaker 1
And if not, I'll call again at 8:45 in the morning. Okay. It just both, uh, both, um, the parent and the child have just turned solid blue. At the moment, the child node is right alongside the parent node. [silence] Yes, not in it. [silence] [silence]
12:00
Speaker 2
So, what's now the? That's great to know, sir. That means that the nodes are already working and rest assured that they are online as well. So, just to confirm, is this child, uh, this child node currently placed or located next to the parent node?
12:00
Speaker 1
Okay. Is that, should I do that right now, Josh? Okay. Okay. So I'm just gonna do as we described. No problem. And I'll just unplug the power on the child node. Parent node is still solid blue. I'm just heading upstairs to the first floor, and I'm gonna plug in the child node where it uh most recently has been. Yeah. I'm in the studio, Joseph. Yeah, and that's what I need. I need an appointment today. I just told you that.
13:00
Speaker 2
Yes, sir. And for relocation, sir, just unplug and relocate the node, okay? There's no need to press the reset button again. Thank you so much. Got it, sir. Mm-hmm. We're just going to we'll go ahead and do that. Do that and that's fine. However, the light on that node will turn to flashing blue again, that's normal, and the note is still booting up.
13:00
Speaker 1
That's correct. That's correct. Yeah, that's correct. Yeah. Okay. Okay. Okay. Okay. There's none today. If you want to get an emergency, you can call at 8 AM. I've called them five times. I've called them five times as well. Okay, thank you for tracking.
15:00
Speaker 2
And just to confirm, sir, your first and last name is Philip Kelly. Is that correct? Thank you so much for confirming. And your email address is. That correct. All right. Thank you so much for confirming, as well.
15:00
Speaker 1
Should I check the, should I check the other child mode? Okay. Now, when I look on the app, it doesn't show the first child mode. I'll just, I'm just going to head up to the attic and check the uh, uh, oh, no, the app is just updating. And it says it has the app says that I'm looking at my cell phone. It says, there are three modes connected and now it's just found it.
16:00
Speaker 2
Oh, yes, please. Uh-huh. Mm-hmm. I, that's.
16:00
Speaker 1
it's, the node is the attic, the first you know, the one that's most distant from, from the parent that's showing yellow showing solid yellow that's correct okay okay
17:00
Speaker 2
All right. That, uh-huh. I'm sorry? Is it showing solid yellow? I see. Uh. I'm going to set your expectation that that node is still working. However, it is having uh poor signal strength and the reason for that, mister, is that node is too far away from the other nodes. So, however, rest assured that that node or that device is still online or working. So, it is just that it is getting a poor signal strength coming from the other nodes. However, if you want for it or to have a better or good signal strength, uh, we might need to move that one closer to the other nodes. And
17:00
Speaker 1
okay, yeah, it's not yeah, yeah, yeah, yeah, yeah it is it is. And the first node that's just been reset that Now gone to a solid blue light. Okay, that's great. What's interesting over the past few months, I was just explaining this to Ellie. We've had a problem with this
18:00
Speaker 2
you set your expectation as well, the recommended distance between the nodes is 10 to 15 ft, and they should be on a line of sight. Uh huh. However again, the however again, the node on the attic is still online and working since it is also indicating on the app that the node is online. That's brilliant. Yeah, rest assured, sir. that we have successfully reconnected the child nodes to the network and rest assured that all your devices now are properly working.
18:00
Speaker 1
and the node, the child node that's closest to the parent and that's been regularly losing the signal, but the other one that's more distant up in the attic, that one has worked and has continued to work steadily with almost no issue or we've not noticed an issue with it. So even though it's further away in distance, you know, is a whole nother floor higher up, it uh, it seems to have been more stable. Yes. Uh, No, right now it's plugged into right at this moment in time, it's plugged into an extension cable to um, so it's not directly into the power outlet in the wall.
19:00
Speaker 2
Uh [silence] Aha. [silence] See. [silence] Uh, just to confirm, is this the node that currently having the issue for a month? Is it plugged in directly into the power outlet? [silence] Uh-huh. [silence] See. [silence] Uh [silence] Aha. Uh
19:00
Speaker 1
but normally, normally it has been. [silence] Okay. [silence] Okay. Okay. That's great. Okay. No. No. That's that's basically everything. Um, yeah, just to get that one. I tried to reset it myself, but, um, for some reason, I, I just couldn't get it to come back to a blue light on that child node. Okay. Yes, I am. 104, 786. Fantastic. Okay. Okay. That's great. Thanks, Josh. Thank you for your help and thanks to Ellie as well. That was really, really great. Have a good day. Thank you. Thank you. Bye-bye.
20:00
Speaker 2
So again, if you need further assistance, just provide that six number. All right. All right, sir. Again, thank you so much for your time and cooperation. And thank you again for calling. You're mostWelcome. You're most welcome and have a great day to you as well, sir. Bye for now.
22:00