V2 Rubric Detail — a9b96296-6c03-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:24
Duration
5m 4s
Contact
Francis Jallow
Issue Type
Mesh Node Management
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134085
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp1.79/5
Overall44.1% (-1.9)

V2 Grader Summary

The agent failed to resolve the issue, offering only email instructions or paid service while incorrectly stating free support was unavailable due to warranty status. Basic troubleshooting steps were given but not executed fully, and the customer was forced to repeat information, resulting in an unresolved outcome despite partial progress on next steps and tool use.

V1 Case Analysis

Customer (Francis) switched ISP and needs to reconfigure three Linksys mesh boosters. Agent confirmed out-of-warranty status, offered $15/hr paid support, and promised to email reset/setup instructions. No model number obtained, no troubleshooting performed, and email address was misheard. Follow-up required to send correct instructions.

Troubleshooting Steps
  • Collected customer name, email, number of boosters, and serial number.
  • Confirmed out-of-warranty status.
  • Advised to gather all boosters near the main node and place them 2–3 feet apart.
  • Suggested performing a factory reset to default mode.
  • Offered paid support at $15/hour and promised to email setup instructions.
Key Observations
  • Agent did not obtain or confirm the product model number, which is critical for accurate mesh node management guidance (e.g., 5-press vs. Pair button method).
  • Serial number was collected but not validated for warranty lookup; agent stated 'this node are no longer under warranty' without citing a system check.
  • Email address was misheard and repeated incorrectly (C I S S O J, C for Charlie S for Sam), and no confirmation was made with the customer.
  • No troubleshooting was performed — advice was generic and not validated (e.g., no login to http://myrouter.local to check topology or firmware).
  • Agent promised to send email instructions but did not confirm if this was actually done or if the customer would receive it.
Positive Highlights
  • Correctly identified that the customer’s devices were out of warranty and appropriately offered paid support as the next step.
  • Provided a general high-level plan (gather nodes, reset to default) that aligns with mesh reconfiguration best practices.
  • Offered to email step-by-step instructions, which could serve as a useful self-help path if delivered correctly.
  • Collected serial number and attempted to gather location of boosters, showing intent to understand the setup.
Agent Errors / Gaps
  • Failed to collect or confirm product model number, which is required for accurate mesh pairing instructions (per KB: universal_mesh_node_management.md).
  • Did not verify the customer's email address despite clear phonetic spelling; repeated it incorrectly as 'C I S S O J' and 'C for Charlie S for Sam'.
  • Provided generic reset advice without confirming the correct method for the customer's model (e.g., 5-press for WHW/MX/MR vs. Pair button for SPNM6x).
  • Did not perform any actual troubleshooting steps (e.g., login to router, check firmware, verify connectivity).
  • Long silences and filler phrases ('um', 'so') reduced clarity and efficiency.
  • Did not create or cite a HappyFox case number, violating case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered email instructions or paid service without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent provided basic steps (gather nodes, reset) but skipped key diagnostics like model verification, firmware check, or confirming current node state.
R3 Not Met Correct resolution path conf 93%
Agent incorrectly stated free assistance is unavailable due to OOW status, violating OOW best-effort policy requiring troubleshooting even if RMA not available.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the need to reset boosters but did not ask about symptoms, model numbers, or current setup state; minimal diagnostic process.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal system to verify warranty status — appropriate and necessary tool for scenario.
T3 Partially Met No misinformation conf 88%
Instructions to reset and regroup nodes are technically correct, but claim that free support is unavailable due to warranty is inaccurate per policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had disorganized delivery with fillers ('um') and unclear transitions; did not set expectations early.
C2 Partially Met Confirmed understanding conf 80%
Agent repeated email for clarity but used filler language and did not confirm understanding of setup steps; partial adaptation to customer pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer and committed to sending email, but pushed paid service instead of fully owning resolution through free best-effort support.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send email instructions right after the call, providing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but showed no empathy for customer's reconfiguration challenge or frustration; interaction remained transactional.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted slightly by repeating email, but used excessive fillers and did not check comprehension of technical steps.
X3 Not Met Overall experience conf 90%
Customer had to repeat email address multiple times due to agent’s mishearing and incorrect repetition (e.g., 'C as in Charlie, I as in India' vs. 'Idia.com').
Call Transcript10 turns · 10 lines
Speaker 1
Welcome to links to support. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Hi. [silence] Hi, I just got a new Internet provider and I'm trying to just connect my
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
light booster through the internet connection I've got some link sys boosters that I want to disconnect. the serial number is two zero J as in John one zero M as in Mary two two A as in apple zero zero one nine five AT&T three correct.
01:00
Speaker 2
Okay. May I have the serial number of your link's device, please? [silence] Okay. And who is your new internet service provider? Okay. How many boosters do you have in total for the system? Three. Okay. And one of them will be your main router, right? Okay.
01:00
Speaker 1
First name, Francis. And the last name is J-O-L-O-W-C as in Charlie, I-S-C-O-S-J. So Cisco is J@yahoo. So I have one in the office, I have one in the living room, and then I have one upstairs. [silence]
02:00
Speaker 2
All right, so may I have your first and last name, sir? And lastly, your email address. All right, thank you. So, um, right now, where are this boosters located, right? Um, um, um, all right. So since you need to reconfigure all of them, um, you need to
02:00
Speaker 1
Okay. Okay. Okay. Yeah just send me the the uh email instructions. Is it just a step by step? [silence] Okay. Yeah just send me the the uh email instructions. Is it just a step by step? [silence]
03:00
Speaker 2
plug the other boosters and plug them in right next to your main node or your main booster, like right next to it or at least two to three feet apart from the main booster or the main router. Then you need to reset them back to um [silence] like the default mode. But before you do that, um, I just have checked here in my end that this node are no longer under warranty. So we can no longer provide free technical assistance. Um, however, you can avail of the paid service that's $15 per an hour. But if not, I can also send you an email instruction for the setup procedure. Okay. Yes. So the first thing that you need to do is to gather your nodes or your boosters in the same room with the main
03:00
Speaker 1
Okay, sounds good. Do you have my, uh, do I email? [silence] You have the right email that I just gave you. [silence] No, hang on, you said C as in Charlie, I as in India. Yep. Idia.com. Awesome.
04:00
Speaker 2
Router and after that you reset them I'll send you the instructions on how to reset properly and then after that just follow this setup procedure alright just fill beats the CalS back if you want to avail the paid service alright so I'll just send you the email instructions right away after this call [silence] Um what is it again sir [silence] Ah yes that's C for Charlie S for Sam C for Charlie I S for Sam J for John@yahoo.com [silence] Yeah C I S S O J [silence] Okay All right Okay sir thank you for calling made this [silence] [silence] done .
04:00