V2 Rubric Detail — ba0fded2-817e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:27
Duration
41m 14s
Contact
Keith fochi
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#TE00057356
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000 - slow internet and intermittent disconnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall69.2% (+27.2)

V2 Grader Summary

The agent correctly escalated a complex hardware issue on an out-of-warranty MBE7000 after gathering basic diagnostics but omitted key troubleshooting steps (modem-direct speed test, power cycle) and failed to use diagnostic tools, leaving the issue unresolved. Communication, ownership, and escalation execution were strong, though customer effort was increased by manual checks.

V1 Case Analysis

Customer experiences intermittent Wi-Fi drops and wired speeds capped at ~300-500 Mbps on an MBE7000 node despite 1 Gbps fiber. Agent requested logs, noted firmware 1.0.1, suggested factory reset (declined), and escalated to Level 2 with a callback scheduled.

Troubleshooting Steps
  • Requested log collection via the router's troubleshooting page
  • Confirmed firmware version (1.0.1)
  • Suggested a factory reset (declined by customer)
  • Escalated to Level 2 engineering
Key Observations
  • Agent did not collect product serial number or verify warranty status
  • Agent failed to perform a direct WAN speed test between modem and router
  • Agent did not apply mixed-mesh troubleshooting steps (e.g., confirm Cognitive parent, use 5-press pairing/web method for node addition) despite customer using MX5300 child nodes
  • Agent incorrectly implied firmware reflash is a standard Level 2 action without confirming if a newer version is available or needed
  • Agent maintained a polite tone but missed critical diagnostic steps per KB guidance
Positive Highlights
  • Maintained a polite and empathetic tone throughout the call
  • Acknowledged customer effort and validated their troubleshooting attempts
  • Escalated appropriately to Level 2 and scheduled a callback for the customer
Agent Errors / Gaps
  • Missing collection of essential product details (serial number, warranty status)
  • Did not verify WAN link speed between modem and router
  • Failed to follow documented mixed-mesh troubleshooting steps
  • Did not check for firmware updates beyond confirming current version
  • Provided vague escalation path without confirming if firmware reflash is applicable

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Issue was escalated without resolution; customer still experiences disconnections and speed caps (~500 Mbps) despite direct Ethernet connection.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about logs, firmware version, and proposed a factory reset, but omitted foundational steps like power cycling, modem-direct speed test, and WAN status verification.
R3 Met Correct resolution path conf 95%
Escalation to Level 2 with scheduled callback is appropriate for suspected hardware fault on out-of-warranty MBE7000 after basic troubleshooting failed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (disconnections, speed caps) and asked clarifying questions but did not systematically isolate root cause (e.g., failed to test at modem or rule out ISP/WAN issues).
T2 Not Met Appropriate tools / resources used conf 95%
Agent relied on customer-reported data (logs, firmware) without using diagnostic tools themselves (no remote access, speed test verification, or WAN status check performed).
T3 Met No misinformation conf 95%
All technical guidance (firmware version format, speed expectations, factory reset implications) was factually accurate and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Call included long silences and unexplained holds, with no clear initial framing; however, agent maintained direction and returned to the issue after background work.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated questions for clarification, and adapted terminology to the customer's technical level without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent documented the issue, coordinated with other technicians, and committed to escalation with full context rather than transferring prematurely.
O2 Met Proactive follow-through conf 95%
Clear next step established: Level 2 callback scheduled for tomorrow after 4:00 p.m. EST, with specific timeframe confirmed by customer.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; this appears to be the first contact for this specific issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision was justified — agent ruled out basic fixes, confirmed latest firmware, and recognized potential hardware fault beyond L1 scope.
E2 Met Escalation prep & handoff conf 95%
Escalation path correct (to Level 2), details documented (symptoms, product, warranty status, steps performed), and customer informed of reason, timing, and next action (callback).
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I appreciate your trying'), acknowledged difficulty, and remained patient and courteous despite technical complexity and repeated explanations.
X2 Met Tone & rapport conf 90%
Agent matched customer's pace, used conversational tone, and checked comprehension during transitions (e.g., confirming understanding of factory reset implications).
X3 Partially Met Overall experience conf 85%
Customer was asked to perform multiple manual checks (logs, firmware, app) which added effort; however, agent avoided unnecessary repetition and offered a single-step factory reset option.
Call Transcript33 turns · 35 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] For Keith Fochi. Keith, Fochi, F-O-C-H-I. I have a ME7000, the linksys seven Pro, I think it's called the mesh uh node. Um, I have a bunch of other nodes from you guys. Um, I've been having a bunch of frequent drops and I actually thought it was my internet provider. So I changed providers, I'm still having it, and it turns out it's the it's the node I got about a year ago. Um, and then I was reading reviews online that's saying that that's a common occurrence. I was going to see if there's any fixes for this.
14:00
Speaker 2
Thank you for calling, Lindsay's. My name is Nathan. May I know who I'm speaking with? Again, your name is Teetoshi. All right. Tell me, sir, how can help you? All right.
14:00
Speaker 1
The M the the M B E so if I've actually unplugged all the other nodes to isolate it and I'm still having it with just that node. Correct. Yes. A pattern to it? Uh no it's it's it's no there's no pattern and I'm also another thing is I'm getting I have uh fiber for an ONT. And I have a gig of service and I can't get anything past 500 megabytes. So I'm paying for more service and I've had the line checked and I'm getting full service hundred thousand up thousand down and um I cannot even standing right next to the node even plugging it.
15:00
Speaker 2
Which node is having trouble? The MBE or the previous device? All right. You have two MBEs. One is the mother, one is the child. You already removed all the previous non MBE devices and you're still experiencing disconnection. Correct? Now, tell me, is there a bot thing? Uh, yeah. [silence] Mm-hm.
15:00
Speaker 1
Even plug my computer directly into the router itself, the E-7000, I'm not getting the start, like I'm not getting the gig. It's definitely the node. And I've changed providers. Yeah, I can't get past 500, really. Correct. About 300, give or take. It can go down as low as 60. So it goes as high as right near it. It's about 500. If I'm 20 feet away, it's 300. And if I'm
16:00
Speaker 2
[silence] Just 500. [silence] when you're near the mother node and the child node the same, right? So two reported issue: number one, disconnection; number two is the speed. [silence] All right. [silence] When the speed, what is the speed when you're away from the mother near to the child node? Have you tried? [silence] All right. Do you have the Linksys app? Did you install the Linksys app? Okay. Can you open the Linksys app? Okay. Open the nodes. Yes. What is the signal strength or the child nodes negative. How many do you have? [silence]
16:00
Speaker 1
uh, you know, it's, it's, it's connected to Internet source it says. I, I do, I just unplugged them all to try to isolate, what which one was the problem? I thought I have, I have a few child nodes, but I unplugged them all, so nothing's plugged in right now because I wanted to see which one it was. and it turns out it's the the parent node. Um, everything's on Wi-Fi, um, when I'm not on my laptop, so it's intermittent dropping to my Wi-Fi.
18:00
Speaker 2
Okay. You have the, uh, no? Uh. When you say you're disconnected, let's go back to the disconnection first. Okay. When you say you get disconnected, are you disconnected to the Wi-Fi or only or are you disconnected to the internet but have Wi-Fi? [silence] Okay. Let me clarify. A device, uh, for a device to connect to the internet,
18:00
Speaker 1
Yes. No, it jumps to to wireless to a cellular signal. It drops the Wi-Fi completely. Yeah, I mean it's I it's this node. I'm I'm convinced it's I had older links. I have older links links of products the 5,300. And I upgraded to the MBE 7,000 because I wanted Wi-Fi 7 more powerful device. So I have my child nodes are the the 5,300. And those never had a problem. But I thought.
19:00
Speaker 2
Yes, a device has to connect to the router, first, just the Wi-Fi. And then after that, if it asks for Internet, so that's from the router, going to the Internet. Okay, when you get disconnected, is it disconnected to the Wi-Fi? That's why you don't have Internet, or you don't have Internet, and yet you still have Wi-Fi. Ah, okay. So yes, Wi-Fi. Mhm. Mhm. Mhm. Ah.
19:00
Speaker 1
There was my internet service. and so I just changed it. and I've had it for a week and I've had the same exact problem. So I've been troubleshooting, doing everything I can. I I've I've gone into setting. I mean, I've I've worked with the internet providers and they're like, even when I plug my laptop in, uh directly into the to the route to the the MB uh 7000 and I go to settings on the Ethernet. It shows that it could get 1,000, 1,000. When I speed test it literally been hardwired in and it doesn't get better than 300, but it says if you go to the connections on internet internet internet network percentage internet, it'll show like max uh received and pushed. And it shows it can do 1,000 1,000, but it does not get that even though it says it can. So it's it's like it's the router. It's the Mbe. 1,000 That's that's the problem right now. And it's
20:00
Speaker 2
Hmm. Hmm. Hmm. Hmm. Hmm. [silence] Yes, I understand that the problem is the NVE. We have to identify
20:00
Speaker 1
Sure. I'll go to my laptop. You want me to log into the 192 168 one one. Okay.
21:00
Speaker 2
I'm trying to identify which part of the mbe is it in the firmware? is it in the ports? It could be. Can you open the? Can you connect a computer, wired or wireless, to the network? Any setup? Sure. Go ahead. [silence]
21:00
Speaker 1
Okay, I'm back now. Okay. Yep. I have, I'm not under connectivity hold on, okay, hold on, under troubleshooting, I put, you wanted to logs or diagnostics? Logs, yeah, and I turned this on, so I have all the data here, because this was not on, but it's on. I turned it on this morning.
22:00
Speaker 2
I'm in connectivity, alright go to records I'm sorry troubleshooting I'm sorry troubleshooting stay here then did you not see any disconnection rather unable to find or detect.
22:00
Speaker 1
no, it says successful, successful, successful, successful, and everything. There's nothing breaking it. No. Yeah. That's what I mean. I I I for what I'm, my limited knowledge of this stuff and just Googling, you know, the internet and using AI, I've done everything in my power to figure this out and I I'm convinced it's, it's there's no at this point because I've been working on this for about five days. Um, and I've tried everything. I appreciate that. Thank you.
23:00
Speaker 2
modem something like that so it should be good okay what I'm doing right now is just I agree with you it could be a hardware issue. I'm trying to document everything so that when I escalate this one they will not try to repeat all the steps they did and then they get a replacement. I don't have the authority right now to make uh a replacement but I'll make sure that I document properly. stay in the line
23:00
Speaker 1
That's the irony of that one right? The irony of that your system's too slow just funny that's all. Sure I'm I'm on it now. Sure status let me go to status reports okay firmware is 1.0.1
24:00
Speaker 2
i have so many things at the background i open fm cases at the same time all right can you go to troubleshooting please and go to reports okay in the former version can you capture that one what is the version that you have [silence] 0 7 1 dot 1 dot 0 dot 9 4 right? find it where are you? keep wait
24:00
Speaker 1
I have a what. the latest. I, I got it. Yeah. I tried refreshing all that. I did all that stuff. [silence] I keep getting the blank screen. And I've tried resetting the modem. I've tried reset the uh, the modem. tried not the uh the uh the computer. tried not the computer. tried not the computer. the browser. browser. anything that kind of, gets, well, I don't know, I've tried that. You said restarting the Wi-Fi. unplugging it and stuff? Yeah. Wi-Fi. Oh. قيفاي. Yeah. Yeah. [silence]
26:00
Speaker 2
[KEEP_UNCERTAIN] coming next of the latest version *silence* yes you have the latest?_yes_ <start_of_audio> -*silence* I went to the lab and I'm trying to access let me see if there's something in the lab *silence* I've seen this problem before let me see if there's an update in the lab *silence* I will put you on hold give me around two to three minutes I will
26:00
Speaker 1
Hi, yes. No worries. Okay. To do a factory reset? I'd rather not. Yeah, I'd rather not just because it's... Let me... I'm going to do that. I'm just... I don't know. I... Yeah, I'd rather not do that.
37:00
Speaker 2
[silence] Hi, kit. Sorry to keep you waiting. I was working with a other technicians. We could not replicate the issue. Sorry for that one. All right. Is it possible for you, is it okay for you if we can do a factory reset on the router and then try this if you are willing. If not, Yeah, and reinstall it. I know this will not help work. Okay. [silence] So, I'll plug it in here. So that the, [silence] and then [silence] [silence] We already tested it on the wire directly to the modem, right? And you're getting a stronger line. [silence]
37:00
Speaker 1
Yeah, I'm not getting... Yes. I don't even get... Yeah. Go ahead. I'm sorry, I see. Okay. Well I haven't because I... Yeah, I it was okay when it first started when I switched over to it and everything was great. It was.
38:00
Speaker 2
100 m bps. And wired to the router is around 490. You mentioned that never done 500. The best you can use. Good. On the wireless you get around 400 when you are at 5 feet near the router 400 450. And then you tested this with multiple devices. Okay. You tested this on devices. Have you tried connecting the old router? Just an idea. Now you don't have to do it.
38:00
Speaker 1
faster i was getting full speeds and then just over over time it it deteriorated relatively quickly i'd have to re-establish as the parent node and i mean it would just take a lot to do that um so i'd rather not? tomorrow's fine um yeah um tomorrow um do i need to be near i'll be uh i'll be in the office during the day i'd say okay so i would say uh yeah like after say 4:00 4:00 p.m. eastern standard time
39:00
Speaker 2
Hmm. Hmm. Okay, okay, okay. So it's no longer possible for you to test using the old devices, right? Yep. Mhm. Okay. Okay. Let me escalate this one to our level two. It's already 10 o'clock and then we give you a call by tomorrow. I hope that would be okay. Keet. What do you the best time to for a call back? Call back tomorrow. What will be the best time to in the or? Yeah.
39:00
Speaker 1
Yes. Great, thank you very much for your time. I appreciate it. No. I appreciate. I appreciate your trying. Got it. Okay, perfect.
40:00
Speaker 2
Eastern. Eastern Standard Time. All right. We can give you a call back. Sorry, I kept you waiting. It took you 10 minutes. We tried to simulate. We cannot. All right then. This is a difficult case. I will admit this one. I don't have a quick solution. Factory reset is easy, but then it's no guarantee. That's why I asked for permission to do that rather than doing everything because it's not guaranteed. And the firmware, that is a guarantee, but it's already in the updated one. Most likely they will do a manual reflash on the firmware, the level two. I'm not authorized to do that one. And then figure it out. If you're still having trouble, then we will send it to engineering and check. They will ask you for additional logs for this one. You have the right to say no to a factory reset. Okay? The way you said that, okay. Okay, bye.
40:00
Speaker 1
no, thank you very much for your time tonight. I appreciate that. Thank you. You do the same. Thank you very much. Bye. Wow.
41:00
Speaker 2
I think I'll can help with kid. All right. Thanks. And have a nice day and good evening. I'll make sure that this is corrected. Good night.
41:00