V2 Rubric Detail — a0f2051a-6635-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 08:06
Duration
5m 2s
Contact
Carter Hyams
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133208
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: A03_Child node lost connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall65.6% (+9.6)

V2 Grader Summary

The agent correctly identified the orange LED as a weak signal issue and applied the appropriate channel finder tool, demonstrating technical accuracy and proper tool use. However, the interaction concluded without confirming resolution or establishing a follow-up plan, resulting in incomplete troubleshooting. Ownership was maintained, but empathy and long-term guidance were lacking, leading to a partial resolution outcome.

V1 Case Analysis

Customer reports child node flashing orange/green (weak backhaul signal). Agent instructed to run Channel Finder via Linksys app. No outcome confirmed; no model/serial collected. Follow-up needed.

Troubleshooting Steps
  • Guided customer to open Linksys app.
  • Navigated to Advanced Settings → Wi-Fi Advanced → Channel Finder.
  • Initiated channel scan and waited for completion.
Key Observations
  • Agent did not collect product model or serial number, missing a key protocol requirement for troubleshooting.
  • No verification of node status after Channel Finder execution.
  • Channel Finder may not resolve weak backhaul signal, which is typically addressed by node placement or reset.
  • Agent assumed topology (parent/child node) without confirmation, though context suggests Velop mesh.
  • Call lacked structured closure or defined follow-up.
Positive Highlights
  • Agent correctly interpreted orange/green flashing as a weak backhaul signal and attempted a relevant app-based fix.
  • Provided clear, step-by-step navigation within the Linksys app.
  • Maintained presence during the scan and acknowledged progress (e.g., 'halfway done', 'give it some time more').
  • Kept the customer engaged and on the line during the process, avoiding premature disengagement.
Agent Errors / Gaps
  • Failed to collect product model and serial number, violating protocol for product-specific troubleshooting.
  • Did not confirm whether the Channel Finder resolved the issue, leaving resolution unverified.
  • Did not follow complete mesh-node troubleshooting flow (e.g., signal strength check, repositioning, reset).
  • Provided no clear next step or operational closure, leaving the case open-ended.
  • Did not validate customer access to app or confirm device compatibility with Channel Finder feature.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed resolution; call ended during channel finder scan without verifying if orange light issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent identified weak signal as cause and initiated channel finder, but did not verify node placement, check for interference, or assess backhaul strength directly.
R3 Met Correct resolution path conf 93%
Using channel finder to address weak signal on a child node showing intermittent orange is appropriate per KB guidance for signal optimization.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent linked orange light to weak signal but did not ask diagnostic questions about node placement, distance, or physical obstructions.
T2 Met Appropriate tools / resources used conf 97%
Agent correctly used the Linksys app’s channel finder tool, which is the appropriate in-band optimization tool for this scenario.
T3 Met No misinformation conf 99%
All technical statements (e.g., using channel finder to optimize Wi-Fi signal) are consistent with Linksys documentation and accurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided step-by-step instructions but lacked clear framing at start and had awkward pauses; flow was reactive rather than proactive.
C2 Met Confirmed understanding conf 91%
Agent used plain language, avoided jargon, and confirmed customer visibility of app and LED states, adapting to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, and actively guided troubleshooting, demonstrating ownership of the case.
O2 Partially Met Proactive follow-through conf 83%
Agent gave short-term direction ('give it a minute more') but did not establish a follow-up plan or timeline for long-term verification.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the ongoing troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Agent was polite but did not acknowledge customer frustration or express empathy regarding recurring orange light issue.
X2 Partially Met Tone & rapport conf 79%
Agent responded to inputs but did not adjust tone or pacing; interaction remained transactional without matching customer’s emotional state.
X3 Met Overall experience conf 92%
Agent avoided repetition and unnecessary steps, guiding customer efficiently through app-based tool without added friction.
Call Transcript6 turns · 6 lines
Speaker 1
This is lynks is technical support calling. This call is recorded for quality assurance. please hold as we connect you to a lynks specialist. Hello, so this is reto from mit technical support. yes, can you hear me fine now? I can. thank you. Let's um the child that, right now, is it showing the solid orange light still? Solid green. and let's go back to the lynks is app. i'll make sure your child its getting a good signal. Okay. So, this time, we're going to run channel finder using the lynks is app. let's go back to your lynks is app.
00:00
Speaker 2
Hello. Yes, I can. green again. Showing solid green. On. On, it. it turned, it turned orange again. Yep.
00:00
Speaker 1
new option and then, advanced settings and I mean, Wi-Fi advanced settings, then you will see the channel finder and we're going to scan the channel. alright? Yes. yes. Yes. It's because the child note is getting a weak signal from the main parent notes, so we will use the channel finder to optimize its Wi-Fi signal. Alright, so let's wait for the channel finder to finish.
01:00
Speaker 2
Yep. Where from there? Yes. Okay. It keeps the going from orange to green. It keeps going in the now. Yeah. [silence]
01:00
Speaker 1
right how's the channel finder is it halfway done okay so we'll give it a minute more it still optimizing so just give it some time more
03:00
Speaker 2
It's three quarters DOT. It went from the full way to halfway again. [silence]
03:00