V2 Rubric Detail — b8f3693c-6b3b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 17:32
Duration
18m 42s
Contact
Sunny Nair
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133941
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 No internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall54.3% (-1.7)

V2 Grader Summary

The agent provided technically accurate power-cycle advice and took ownership by sending troubleshooting guides, but failed to perform full diagnostics or use available tools. Resolution was not achieved, and while empathy and effort reduction were partially present, the lack of systematic troubleshooting keeps this from being a partial resolution.

V1 Case Analysis

Parent MX4200 node cycling red/blue after outage. Agent advised generic power-cycle, misidentified model as MX55, and promised emailed guide. No modem/WAN test or LED diagnostics performed. Customer to follow emailed steps.

Troubleshooting Steps
  • Advised power-cycle of parent node and internet source (WAN cable).
  • Collected device serial number and customer email address.
  • Promised to email detailed troubleshooting/re-configuration guide with video tutorials.
Key Observations
  • Agent misidentified product model as MX55 instead of MX4200, risking incorrect guidance.
  • No modem/WAN connectivity test performed — a critical step in KB for isolating upstream issues.
  • LED behavior was not interpreted per KB: MX4200 uses Intelligent Mesh (solid blue = online, red = error).
  • Advice was generic and omitted KB-specific steps (e.g., 30-second wait during reboot, WAN port speed check).
  • Agent failed to confirm receipt of second email containing video tutorial, leaving support path incomplete.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected accurate customer contact information and device serial number.
  • Offered to send a detailed written guide with video tutorials to assist the customer.
  • Acknowledged customer’s dependency on internet for communication and adapted support approach.
Agent Errors / Gaps
  • Misidentified product model as MX55 during serial number collection.
  • Failed to perform modem/WAN connectivity test to isolate upstream issues (KB: universal_isp_modem_diagnostics.md).
  • Did not interpret LED status per KB: MX4200 uses Intelligent Mesh (solid blue = online, red = error) (KB: led_intelligent_mesh_consumer.md).
  • Omitted critical troubleshooting steps: no 30-second wait during reboot, no verification of WAN port speed or PPPoE settings (KB: velop_wifi_connectivity.md).
  • Did not confirm receipt of both emails — second email with video tutorial was not acknowledged as received.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed resolution; only sent emails with instructions without verifying if the issue was fixed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested a correct power-cycle sequence (turn off all nodes, restart parent first), which is a valid KB step, but skipped LED verification, modem test, and WAN checks.
R3 Partially Met Correct resolution path conf 91%
Agent offered troubleshooting path (email guide) rather than dismissing OOW device; however, did not assess hardware fault likelihood or consider RMA despite persistent failure after reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent acknowledged outage context and repeated customer’s symptom (flashing red/blue loop), but did not ask targeted questions to isolate cause (e.g., modem status, other nodes).
T2 Not Met Appropriate tools / resources used conf 94%
Did not use admin UI, LED guide, or speed test; relied solely on verbal description despite customer having app access and serial number available.
T3 Met No misinformation conf 95%
Power-cycle advice matches KB: 'turn everything off, wait, turn on parent first, wait for solid white' aligns with velop_wifi_connectivity.md Step 3.
Communication
C1 Partially Met Clear & professional language conf 89%
Eventually set next step (email instructions), but failed to frame interaction at start, had long silences, and lost control when customer expressed confusion.
C2 Met Confirmed understanding conf 92%
Used plain language, confirmed email and serial number carefully, adapted to customer’s need to remember steps due to poor mobile reception.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by creating case, collecting serial, and sending detailed troubleshooting without transferring or abandoning.
O2 Partially Met Proactive follow-through conf 87%
Promised to send emails immediately and did so, but did not confirm receipt of second email or set follow-up if steps failed.
O3 Not Applicable Closure confirmation conf 97%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation performed and none clearly warranted — issue was within L1 scope (troubleshooting, not confirmed hardware fault).
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Acknowledged customer’s vacation return and internet dependency, but did not express empathy for frustration or repeated failures.
X2 Partially Met Tone & rapport conf 86%
Listened patiently and adjusted for customer’s memory concerns, but responses were scripted and lacked warmth during emotional moments.
X3 Partially Met Overall experience conf 85%
Sent video tutorials to reduce effort, but requiring customer to self-serve later increased burden versus real-time guided troubleshooting.
Call Transcript28 turns · 33 lines
Speaker 1
Hi. AM. We've got, uh, at home, um, four lied-cis nodes, because we are linked on with gigaclear at the moment. So, I bought some Linc Ipsys, sort of two online because they give you two smaller ones and I got some bigger ones called the MX4200 system, um, a pair of them about six months ago. Now, they've been working fine till I think it was a week ago when I came back from holiday, came back, this went out of sync. I've got everything booted again. I talked to gigaclear. Three of the nodes are working, but the main one that was acting as the parent
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys technical support. My name is Ellie, how can I help you? [silence] One moment, please. [silence]
00:00
Speaker 1
and node doesn't seem to be working. It's gone a bit weird. I have no idea what's happening. So I'll tell you roughly what I mean, because normally when it's working well, it's got a nice blue light on. Now, I've switched off the other one. I switch it on, you press on the back and reset, reset, reset, and then finally all the colors go out. It goes blank. Then I put it back and then I sort of it goes back to a purple. Then I press on the parent node exactly as I was told by the Giclecle people, put them right next to each other, blah blah blah. It sort of goes to blue, but then it's blue for about 15, 20 seconds and then it starts flashing. It does a circle again. It just goes around and around and around. It goes into red and it just keeps on doing that. And I left them I've done this at different times of the day thinking maybe it just wasn't ready or something. I don't know. And it just doesn't seem to work. And then the lady said, well, I think it's your Linksys. That one isn't working because we've done everything else. So I'm thinking, well, how does it not work? You know, doesn't do much. He just sits there. How can it not work? So she said, well, you could call LinkCist to see if they've got any other ideas. I mean, I notice you have some people a recovery key on there, but I'm not sure what's going on. Have you heard of this problem? And if so, is anything I can do? Yeah. Well, if he [silence]
01:00
Speaker 2
Oh, okay. Well, maybe since you mentioned that you just got back from a vacation, so maybe the router just really needs something like, you know, to refresh it enough. So, maybe what you should have done instead of resetting the router might be like, you know, a proper, proper boot sequence by removing the Ethernet cable or the internet source of your parent node and then turn it off, then turn everything off, then turn on the parent, wait for it to be back on, yeah, back online and from there, you can plug it back in your router, let's say. That's kind of the first thing of what you should have done. Protagonist. Mm-hmm. James.
02:00
Speaker 1
came up instead. And I'm thinking, hey, hah, why is it, it's like it's got its own AI mind. It switched from one to another. But I didn't even put it in the system or anything. It just recognized and spotted the other linkages and it wanted to link onto that. So, the, the original one I was using, it just wasn't recognizing on the system. So, I put the, the, what was a child node before, as the main parent node, but this other one won't link up with it. So, I don't know. Is there a problem? Maybe, maybe there was a problem and that's what made the electrics go? I don't know. I'm not saying it's the cause, but I don't know what happened. Yes. Yes. Yes. Okay.
04:00
Speaker 2
Yeah. Okay, so, since there was an outage happened, like you know, um, the last... Yeah, so, that is actually one of uh, sometimes the reason why the parent node suddenly got disconnected to the internet source. So, what we really recommend Thank you.
04:00
Speaker 1
Yeah.
05:00
Speaker 2
Once that actually happened is that all you just have to do is just to easily remove the internet source of the parent node, turn it off, and then turn everything off since you have four. All you just have to do by on that time was to turn off the main one. After that, turn off everything and then wait for at least a few seconds, and then turn on the main one, wait up until it turns solid white. But since there is an outage, the process for the parent nodes to go back up and running may actually take much more longer than usual. is it will going to getting a hard time recognizing the internet because of that sudden, uh you know, power outage. But here's what we are going to do, okay? Since you have already performed, resetting the parents of the device.
05:00
Speaker 1
Yeah. Yeah. If, if I switch everything off, what'll happen is, I won't be able to talk to you, because I won't have any internet, and then I won't know what you're saying, because the whole system will go blank if I switch it off, completely, because there won't be anything. If I switch the parent node off, I won't be able to talk to you. No, the area I'm living in, has got very poor BT reception. Very poor. And the chances of me talking to you, so I'm dependent to some extent on the internet phone, because it just tends to work better here. Uh, and if I use my BT [silence]
06:00
Speaker 2
s. o. d. d. so there we're
06:00
Speaker 1
Tee line, uh, which I could do, but the only trouble then is it's plugged to where all these, uh, ones are, so I'm not a hundred percent sure, but if you tell me, I'll listen to you and I'll try my best to remember everything you said, and if it really fails, I'll have to get somebody else or the, well, the only trouble is it's this region we're in, it's the, the, uh, the reception's pretty poor, which is why we've got to be, uh, we've got to get improve our internet, uh, reception, you see. [silence] yeah. Yeah, yeah. I have the Linksys app on my phone. yeah.
07:00
Speaker 2
Okay. Tips. Um for this one sir we do really need to turn off everything and the parent node and since you have already performed a reset and or how about with this one sir okay so that um you can do some troubleshooting um I can yeah yeah you have the link just that and that's actually a good thing okay is um what am I actually a I can send you an email with all of the troubleshooting instructions that you need on how you can reconfigure those router and add the other three child nodes. [silence] Yeah yeah. [silence] Okay I see. Um yeah so that I can send you an email sir let me [silence]
07:00
Speaker 1
Yeah. Thank you. Okay. So Sweeney, S-U-N-N-Y, and my last name is Nair, N-A-I-R. That's it, there. Yeah, you have sunny, S U N N Y .Nair, N A I R 1, the number one, so Sunny dot Nair one at BT internet.com. com. Yeah, even though we don't have BT anymore.
09:00
Speaker 2
Yeah. Nair, okay, thank you so much. So can I also please have your active email address where I can send them? So
09:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. That's it. All right, Giddy Giddy. All right. So that one is now only a child node. That's, I'm using only that as a child node, because I'm using the one I bought as the parent node. Yeah, because, because they said, because Giddy Giddy said, our one that they gave us, is not as good, the one I bought is better. He said use the better one. Use your one, that's my one, the two, you know, I've got two. So he said, use your link since it's better than our one. So use that as, because it's like a
10:00
Speaker 2
Number 1@ BTinternet.com. Okay. Uh, let me just give me a minute. Uh creating the record. And also, sir Sunday, can I also please have the serial number of your MX55, the one that was provided by the Giga clear, the main one that is connected directly. Yeah. The MX42. Oh, okay, good. Uh, yeah, can you... Yeah.
10:00
Speaker 1
Okay, the serial number on the back or underneath says 55O, M one, zero M five, CE, zero six, zero one nine. mm for mom. M for mother. Yeah, yeah. Five six C for Charlie. Yes.
11:00
Speaker 2
Okay, they are actually right. So, sir, can you give me the parent nodes? Serial number, please. Okay. Let me just write it back to you. So that's 50N like November. Okay, M for Mother and then one zero another M - like for Mother. Okay, 56C for Charlie. 06
11:00
Speaker 1
Yes. That's the one. Yeah, that's right. Yep. Okay, okay. Yeah. [silence] Yeah. uh yes yes yeah that's good uh yes back excellent Okay yeah yeah
12:00
Speaker 2
[silence]
13:00
Speaker 1
Yeah, yeah, yeah, troubleshoot. Yeah. Okay, brilliant. Thank you very much. Okay. Okay, hold on a minute. Uh, let's see, hold on. I'm just checking. Uh, let's see. Hold on. It says, oh, lots of messages coming in. Hold on a minute, just downloading. Doo, doo, doo, doo. Right, I haven't gotten it yet. Oh, Linksys technical support. Yep, yep, I've got it. Thanks. Yum.
14:00
Speaker 2
So I'm almost done crafting the first email, and there you go. So sir Sunny please confirm if you receive it, okay? Okay, so that's the first one. And let me send you the second one.
14:00
Speaker 1
on it, okay? [silence] yeah. Okay, let's have a look. Hold on. I'll just come out of that one. oh, hold on, hold on. I've got the first one. uh, you see, it takes a bit of time for some data. now, let's see. let's come out and do something different. then might do it. hold on. back. Ah okay, nothing coming through at the moment.
15:00
Speaker 2
Okay, so the second one, sir is sunny contents seven, it has seven videos, yes. So there is a seven-video tutorial.
15:00
Speaker 1
so I haven't got that one, but the second one, I've got the first one. Okay, yep, yep, we'll just do that. okay, I'll just close that. Let's try something different. all right there just pushes it out of that. Yep, and then go back inbox. I think it's going to yeah one unread. I'm just waiting as long as it doesn't go into I'm just going to check in case it's gone into junk or something hold on. Inbox BT okay let me just open that in case yeah there might be it there'll be two there. I've opened that it's from Ellie uh. And there's only one on there, it was sent at 647, oh that's now, isn't it? Um, yeah, very strange. The one I've got, it says new reply for LT, make sure. Yeah. Okay, hold on, that's not that one. Let me just check again. Just doing it once more. Links his technical support. Just two more times. Yeah, no, no, nothing at the moment. I've got lots of other emails come through, but not that one, the second one. I've got the first one. Okay, yeah. Yeah. I mean, because you've got it now, so it should it should come. Yeah, because you've got the first one, I'm sure it'll come through. So thank you very much. What I'll do is then when when I'm not using the internet, then I'm going to try and do it all when there's no sort of, because at the moment I...
16:00
Speaker 2
Yeah. Yeah, it does. Yeah, the LP is the ticket number. Yeah, just scroll down. Okay. there just might be like a little delay, but I can guarantee you that I just sent it. I sent it. Yeah. Yeah. [silence]
17:00
Speaker 1
I think my son could be watching the football as well, so he'll kill me if it crashes. So, if I do any mistake now, then he's going to kill me. So, I think I have to do it like in the early in the day when there's no football. Okay. Oh, good. Yeah, excellent. Okay. Thank you very much. That's very helpful. Okay, thank you. Cheers. Bye. Bye. Okay, so that's very helpful.
18:00
Speaker 2
Oh. All right. Okay. So, there is a video tutorial to one of the emails or something. So, yeah. So, you can just easily watch the video tutorial so that it will guide you directly, okay? All right. Okay. Okay. So, have a good one. Thank you. Bye for now.
18:00