V2 Rubric Detail — a4c0845e-7fa4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:54
Duration
5m 24s
Contact
310-351-3458
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137108
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.4% (-42.6)

V2 Grader Summary

The agent identified the red‑flashing child nodes but provided only a single, incomplete step (move nodes close to the parent) and never verified a fix. No systematic troubleshooting, tool use, or escalation was performed, and the interaction lacked empathy, clear call control, and ownership. Consequently the issue remained unresolved.

V1 Case Analysis

Customer reports red flashing lights on two child nodes; parent node solid blue. Agent advised moving child nodes close to parent and ensuring direct power. No verification performed.

Troubleshooting Steps
  • Confirmed parent node LED is solid blue.
  • Identified child nodes are flashing red.
  • Advised moving child nodes close to parent node (2‑3 ft) and plugging directly into wall outlet.
Key Observations
  • Agent did not collect device model, serial number, or warranty status.
  • No verification of the suggested fix; call ended without confirming resolution.
  • Agent mis‑addressed the customer (called him Alfred instead of Andrew).
Positive Highlights
  • Correctly identified that the parent node was functioning (solid blue).
  • Provided accurate basic guidance to move child nodes closer to the parent node, which aligns with the mesh node troubleshooting KB.
Agent Errors / Gaps
  • Did not ask for or record the product model number or serial number.
  • Did not verify the outcome after giving the relocation advice.
  • Incorrectly addressed the customer by the wrong name.
  • Did not set a clear next‑step or follow‑up plan before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never confirmed the issue was fixed; only suggested moving nodes and plugging them in.
R2 Not Met Diagnostic thoroughness conf 96%
Agent performed only a single step (move nodes 2‑3 ft) and did not run any systematic troubleshooting (power‑cycle, reset, firmware check, etc.).
R3 Not Met Correct resolution path conf 94%
Agent did not assess warranty status, did not consider escalation or best‑effort out‑of‑warranty troubleshooting; gave an incomplete path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent confirmed parent node light (solid blue) and identified child node issue (flashing red), indicating basic diagnostic logic; but failed to progress to root cause (e.g., pairing failure, firmware, hardware).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not direct customer to check admin interface (e.g., DHCP client list), perform factory reset, or verify firmware, despite their relevance per KB.
T3 Met No misinformation conf 97%
Instruction to place child nodes within 2–3 feet of parent and plug directly into wall outlet matches KB guidance for flashing red lights (proximity and power stability).
Communication
C1 Not Met Clear & professional language conf 96%
Agent gave long silences, did not set expectations, and failed to guide the conversation toward a resolution.
C2 Not Met Confirmed understanding conf 94%
Agent mis‑named the customer (Alfred vs. Andrew), used confusing language, and did not check for understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; simply gave a brief instruction and ended the call without follow‑up.
O2 Partially Met Proactive follow-through conf 88%
Agent gave a next step (move nodes close, plug into outlet) but provided no timeline, no follow‑up commitment, and no verification of success.
O3 Not Met Closure confirmation conf 94%
Customer mentioned prior contact, but agent ignored this and did not reference any history or prior case details.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
After minimal troubleshooting (one step), unresolved hardware-like symptoms (persistent red flash) warranted escalation or deeper diagnostics; agent did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of the customer's frustration or repeat‑contact history.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace; continued with a robotic script despite the customer's confusion.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat information and move devices without the agent handling any steps on their behalf.
Call Transcript10 turns · 10 lines
Speaker 1
Oh, yes, Colin, because my Linksys system doesn't seem to be working. I keep getting a red flashing light. Um, no, I've contacted before. It's been a while though, but I've called before. Okay.
00:00
Speaker 2
Welcome to Linksys Support. To insure quality service, your call may be monitored. Certain products will be supported while other products will have self-help options available. [ silence] Hi. Thank you for calling Linksys. This is Regina. How can I help you today? But is this your first time contacting us for support? Sir? So, let me just check first if you have an existing record to pull up in our system. Okay? This is just a quick.
00:00
Speaker 1
You know, my I have spectrum. So the spectrum Internet seems to be working, but for some reason the, um, the, the Linksys part of the, the system that is like the extender, um, I'm just getting like a red flashing light on those. Yes, Andrew Smith. Yes. Mhm. 310-351-3458. Silence Plenty of likes. Wish I could give the PDF link. Have you got the Packet Ethics PDF yet? No, I haven't got the PDF on it yet. The PDF was, um, $49 and person. Okay. I stepped on my sister's pinky toe on accident and didn't say sorry next time.
01:00
Speaker 2
At the moment Chris you don't have any internet connection I know your first name and last name. You are Alfred Smith and your call back number just in case this call will disconnect and your email.
01:00
Speaker 1
smith 1744@sbcglobal.net. Yes. Three. Say that again. Oh, okay. Let me go to the parent one. And you're asking for... What were you asking for on the parents?
02:00
Speaker 2
Okay, so it's, Mes 1744@SBcglobal.net. And, how many Linksys devices do you have in total, sir? You have three Linksys devices. So, the parent node is working. The main router or the parent node is working. What is the light indicator of the parent node? I need to verify.
02:00
Speaker 1
blue. [silence]
03:00
Speaker 2
The light the light color on top. Okay, it's working. How about the child nodes here, the two child nodes? How many child nodes are flashing red? Okay, can we move the child nodes to the same room where they're currently located in a conference room? [silence]
03:00
Speaker 1
Okay, the other two are still blinking red. [silence] Wei to the same room as a [silence] Okay, that's we're going to think you feel much better. But [silence]
04:00
Speaker 2
[silence] Okay. Move the two child nodes with the parent node about two or three feet apart. [silence] Yes. Same room with the parent node. [silence] And plug them directly to the wall outlet.
04:00