V2 Rubric Detail — b1ff8a58-81fb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:22
Duration
14m 4s
Contact
330-466-6650
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137657
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_intermittent disconnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall26.2% (+0.2)

V2 Grader Summary

The agent failed to follow the authoritative KB for WiFi drops, skipping the mandatory power cycle and WAN diagnostics before jumping to a factory reset. No tools were used to verify the red LED status, and no escalation (such as the 5-press method for WHW03) was offered. The customer ended the call dissatisfied and unresolved.

V1 Case Analysis

WHW-003 mesh system experiencing hourly internet drops and Wi-Fi join failures; child nodes show red LEDs. Agent skipped diagnostics, recommended factory reset and node swap without validation. Customer declined and will switch brands.

Troubleshooting Steps
  • Customer rebooted modem and router multiple times (self-performed)
  • Customer contacted ISP (Omni Fiber), who confirmed modem is functioning correctly
  • Agent asked about LED behavior (customer reported red on all nodes)
  • Agent asked about Wi-Fi join attempts (customer reported 'unable to join' on iPhone and iPad)
Key Observations
  • Agent skipped all standard diagnostic steps for intermittent Wi-Fi drops as required by KB articles universal_wifi_drops_after_change.md and velop_wifi_connectivity.md
  • Agent recommended factory reset without verifying basic conditions (solid blue LED, power cycle, wired test) — critical protocol violation
  • No acknowledgment of customer frustration or empathy was offered despite clear urgency
  • Warranty status and escalation options were never discussed, leaving customer without valid support path
Positive Highlights
  • Agent correctly identified product model as WHW-003 revision 2
  • Agent created case ticket and collected contact details (email, name, callback number)
Agent Errors / Gaps
  • Failed to follow Step 1 of velop_wifi_connectivity.md: 'Test Your Connection Directly at the Modem' — did not verify wired connection through router
  • Failed to follow Step 3 of velop_wifi_connectivity.md: 'Reboot the Mesh System' — did not guide customer through proper power cycle sequence
  • Failed to follow Step 4 of velop_wifi_connectivity.md: 'Check Parent Node Internet Connection' — did not access router web interface to verify WAN status
  • Failed to follow Step 5 of velop_wifi_connectivity.md: 'Verify WiFi Network Settings' — did not check SSID broadcast, WiFi password, or band settings via web interface
  • Failed to follow universal_wifi_drops_after_change.md steps 1-5 (Power Cycle, Channel Width, Factory Reset prerequisites, device isolation, interference check)
  • Did not collect or verify serial number for warranty lookup despite discussing it
  • Did not offer escalation, warranty lookup, or RMA path despite unresolved issue and customer urgency
  • Recommended 48-hour observation period without interim solution for customer needing immediate internet access
  • Failed to acknowledge customer frustration or provide empathetic language

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states they are disconnecting due to frustration and plan to switch brands; no resolution was achieved or confirmed.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped foundational troubleshooting steps (e.g., power cycle, WAN test, LED check) and jumped directly to factory reset without verifying basic connectivity or configuration issues.
R3 Partially Met Correct resolution path conf 90%
Proposed factory reset and node swap are valid paths, but agent failed to assess warranty status, skipped standard diagnostics, and did not consider escalation despite persistent issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer reporting red LEDs on all nodes (indicating a WAN/Internet loss per velop_wifi_connectivity.md), the agent did not verify WAN status, check for interference, or follow the sequenced steps in universal_wifi_drops_after_change.md.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use any tools (e.g., remote access, web UI login, speed test, firmware check) despite the issue being potentially resolvable via configuration review or WAN status check in the router dashboard.
T3 Partially Met No misinformation conf 90%
While factory reset is a valid tool, recommending it as the primary solution without first performing a power cycle contradicts the authoritative KB (universal_wifi_drops_after_change.md, Step 1: Power Cycle).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent created a case and outlined a plan, but failed to set clear expectations about follow-up ownership or callback timing, leaving customer uncertain.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and adapted to customer’s narrative style; no evidence of miscommunication.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent created a ticket and proposed a path forward, showing initial ownership, but did not ensure continuity or follow-up commitment before customer disengaged.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested 48-hour observation but did not schedule a callback or clarify who would initiate next contact, creating ambiguity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue persisted after minimal troubleshooting; escalation to engineering (e.g., via 5-press method on WHW03) was warranted but not offered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer’s expressed frustration or time sensitivity; no empathy statements were made despite clear signs of dissatisfaction.
X2 Not Met Tone & rapport conf 95%
Agent maintained a procedural tone and did not adjust pace or emotional engagement in response to customer’s growing irritation and urgency.
X3 Not Met Overall experience conf 94%
Customer repeated model and purchase details already partially provided; agent asked them to look up Amazon history instead of proceeding with available info.
Call Transcript15 turns · 18 lines
Speaker 1
So it's completely losing connectivity to the Internet, um and a reboot will resolve it for a very short time. Um it, it, when we first bought the, the, uh rush, sorry, the mesh router system, um it was happening maybe like, once every three weeks or so, um and now it is happening just about every other hour. And I have, uh, gone through troubleshooting with our Internet service provider. They don't see any issues with the modem on their side. Um, this same modem worked with a Netgear mesh system that we replaced with the Linksys mesh system. And the Netgear system had been working with that modem for, um, uh,
01:00
Speaker 2
But basically, sir, what's your concern for your links are now down there, with the issues that you're having?
01:00
Speaker 1
Oh, man. Easily three to five years now at this point. So with the Linxist system, we've we've been having consistent connectivity issues. Omni fiber. Sure. Need that from the main unit or just one of the nodes? Main unit. Okay. Get that here. Uh, let me know when you're ready. Okay. Uh, 2, 0. J is in Juliette. 2-0. M is in Marie 35. D is in bravo.
02:00
Speaker 2
Okay, sir. Um, who's your internet service provider, sir? Um, Fiber, okay. And can I have the serial number of your link? Uh, let's go, sir, with the main unit. Um, yes, sir, I'm ready.
02:00
Speaker 1
0904 for version two correct? [ silence ] let me go look at our Amazon purchase history but I'm thinking it's not been more than three months or so. Let me go look at our past orders here one moment.
03:00
Speaker 2
Thank you so much. Let me just double check that one here. [silence] This one, sir, is the WHW-003. [silence] revision two. Okay. [silence] And how long do you have the device, sir? of this year? all right, let me create a case ticket for you sir for record purposes, can I have your email? and first name and last name sir of the account holder. and this is the best call back number in case the call got disconnected. the one that you call me from, sir is it okay if I have your email just in case in case you forget your case ticket number, okay?
03:00
Speaker 1
[silence] Correct. Yup. Yeah. So when the when the disconnection occurs, um both of the uh, child nodes start linking red. Um and then if I go downstairs in the basement where we have the uh base, uh node, it uh shows a very similar thing. You know, that it's, you know, red indicating that it's lost connectivity.
05:00
Speaker 2
1 and 66 50 ok. Thank you. So much, sir. You've mentioned there that the Internet disconnect like more often right now. When the Internet disconnect, have you noticed any changes there with the LED lights of the node? Thank you. And are you using?
05:00
Speaker 1
Correct. Yeah. So they, yeah, they, the device that they supplied for us that the fiber line connects to is just a modem with one Ethernet port. It doesn't have any kind of router capabilities. So I've tried, excuse me, I have tried rebooting both the modem and the router several times and I've tried rebooting just the modem, just the router, just to see if it's one device or the other and the result is the same. Every time I eventually lose connectivity to the internet. When I look on the modem, I don't see any status lights indicating the
06:00
Speaker 2
Or... okay. Sorry, sir, can you repeat again, sir what have you what's the troubleshooting that you have tried on your own?
06:00
Speaker 1
Glitter. Gw there's any issues and when I called our uh our Internet service provider they said everything from their end looked good with the modem as well. [silence] Mhm. Um so I have the main base unit and then I have uh two child nodes. Correct. Yep. Um I do yeah. Yeah. Let me open it up here. So I will say that after this last reboot of the router bash system. That even though it is fully powered up. It also without rebooting it, will not even let me connect to the Wi-Fi anymore.
07:00
Speaker 2
okay can you go to the launch app for mr can you open the launch app what's the error message
08:00
Speaker 1
So if I'm trying to join the Wi-Fi from my phone, um, just to be able to or actually also the iPad. So the iPhone and the iPad both, um, can see the, uh, network. And when it tries to connect to it, um, it either says unable to join or it will ask me to put in the password for it. Um, after which a little bit of time trying to connect, it will also say unable to join. So it seems like with each successive reboot that the issue with the router is getting worse and worse. So that's pretty much getting to where it's unusable.
09:00
Speaker 2
I'm getting sir when you're when you're trying to connect to the Wi-Fi. Okay. Well, if that's the case, sir, that um in case of the uh aside from the internet disconnection, you also have concerns regarding the I think it would be best if we will, performing sir a full factory reset to remove any possible bugs or glitch in terms of if there are any software issues related to the WHW-003 that you have provided. And then we'll set it up again and then we'll try to add additional configurations inside the main node or the parent node. Then, we will let you observe it for like 48 hours because we don't have any operating hours during Saturday, Sundays. So we'll be back by Monday. So it will allow you to observe the device for 48 hours if the issue is going to be the same. Then second option is to swap the nodes. So, we'll try searching for another existing device will be available after you observe for the entire 48 hours. If it's really the same thing, then we'll proceed with the next options.
09:00
Speaker 1
I don't have that kind of time, especially because I need the internet up, you know, um as soon as possible. So, I am going to go ahead and say goodbye and I will probably be switching to a different brand, but, you know, I, I I understand, you know, that that is something that is outside your area of control and, you know, obviously, you can't just, you know, ship new units to everybody. So, um, thank you so much for your time. You have a great day. Okay, will do. Thank you so much.
13:00