V2 Rubric Detail — bed7e290-79ed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 10:22
Duration
15m 19s
Contact
Emile Sips
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136142
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Router Stops Working After 6-8Hrs_LN11202

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall70.1% (+24.1)

V2 Grader Summary

The agent demonstrated strong communication, ownership, and customer experience, executing correct but incomplete troubleshooting by running channel finder, collecting logs, and restarting the router. However, critical diagnostic steps like modem isolation and WAN verification were omitted, preventing root cause identification. The issue remains unresolved, though a valid path to escalation was established if the problem recurs.

V1 Case Analysis

Mesh system drops after 6–8 hours with solid red LED. Collected serial, ISP, firmware version. Ran Channel Finder, requested logs, advised restart and monitoring. Ticket LTS00136142 created. No basic WAN or power-cycle checks performed.

Troubleshooting Steps
  • Collected customer information (name, serial, ISP, phone, email)
  • Verified firmware version via app
  • Instructed to run Channel Finder
  • Requested network logs
  • Advised router restart and monitoring
Key Observations
  • Agent skipped fundamental WAN isolation steps (modem test, power-cycle, cable check) before moving to advanced diagnostics.
  • Agent accepted 'solid white' LED as normal, but per KB, Intelligent Mesh nodes (WHW/MX/MR series) use solid blue for online state — solid white is for MBE7000/MX6200/LN series only.
  • Customer expressed frustration about recurring red LED and wasted time, but agent did not acknowledge or empathize.
  • No verification of factory reset or bridge mode configuration was performed — relied solely on customer statement.
  • Email was phonetically spelled ("six dot mill at gmail") and correctly inferred as mill.sips@gmail.com.
Positive Highlights
  • Collected complete customer information including name, phone, email, serial number, and ISP.
  • Verified firmware version via the app, ensuring it was up to date.
  • Successfully guided customer through Channel Finder and network log collection.
  • Created a ticket (LTS00136142) and provided the customer with the number for follow-up.
  • Provided a clear next-step path: restart, monitor, and call back if issue recurs.
Agent Errors / Gaps
  • Skipped Step 1 (power cycle) and Step 2 (modem test) from universal_wifi_drops_after_change.md and velop_wifi_connectivity.md before proceeding to advanced diagnostics.
  • Failed to verify WAN cable connection or perform power-cycle sequence as required by universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md.
  • Incorrectly interpreted LED state: accepted 'solid white' as normal for a Velop Intelligent Mesh device, but per led_intelligent_mesh_consumer.md, solid blue (not white) indicates online state for WHW/MX/MR series.
  • Did not acknowledge customer frustration despite repeated mentions of recurring issue and wasted effort — violates Angry Customer Protocol in universal_escalation_guide.md.
  • Did not confirm whether factory reset was properly performed or whether bridge mode was correctly configured — relied solely on customer report.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent instructed customer to monitor and call back if issue recurs; no fix was provided and issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed channel finder, requested logs, and restarted router, but skipped critical steps like verifying WAN connection status, testing modem directly, or diagnosing the red light per LED guide.
R3 Partially Met Correct resolution path conf 93%
Agent followed a path toward escalation but failed to complete basic diagnostics (e.g., modem test, WAN check) required before concluding L2 escalation is necessary; premature to claim all troubleshooting exhausted.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (red light after 6–8 hours) and collected firmware/serial, but did not ask about WAN status, LED meaning, or perform root cause analysis such as checking for double NAT or PPPoE issues.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used channel finder and log collection appropriately, but failed to use essential tools like direct modem test or WAN diagnostics, which are required to isolate ISP vs. router issues per KB (universal_isp_modem_diagnostics.md).
T3 Met No misinformation conf 97%
All instructions given (channel finder, log send, restart) are technically accurate and aligned with Linksys KB procedures.
Communication
C1 Met Clear & professional language conf 96%
Agent set expectations, used hold appropriately, guided step-by-step, and closed with ticket number and clear next steps.
C2 Met Confirmed understanding conf 95%
Agent used accessible language, confirmed understanding, and adapted to customer’s pace without overloading with jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, documented ticket, and committed to follow-up path.
O2 Met Proactive follow-through conf 96%
Agent provided specific next steps (send logs, restart, monitor, call back), set timeline (within 6–8 hours), and gave ticket number.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was yet warranted — agent was still in initial troubleshooting phase.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained polite, professional, and empathetic throughout, using thank-yous and apologies appropriately.
X2 Met Tone & rapport conf 94%
Agent matched customer’s conversational rhythm, checked in regularly, and maintained engagement despite technical complexity.
X3 Met Overall experience conf 93%
Agent avoided repetition, used app-based tools to reduce effort, and streamlined data collection (logs, firmware) efficiently.
Call Transcript30 turns · 31 lines
Speaker 1
Hey good day my name is Emil. I have bought a uh links is slobsis uh six micro mesh system and um yeah I tried putting it in multiple modes um and and also in in multiple places in multiple networks but whatever I do after like let's say eight hours it um it just drops the connection throws a red light and it just does not want to um connect to the internet anymore.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] I thank you for calling Linksys. My name is Van, and I'll help you today. Uh-huh.
00:00
Speaker 1
Yeah, exactly. And it's always like after a good six to eight hours and I've tried it on, um, so I, originally I bought a system for my, uh, mother-in-law to test at her home. Um, there it didn't work. It gave constant issues. Then I said, okay, I'll have a look at it, try it in my home, which is a different, uh, which is with a different, uh, internet service provider. Uh, and the same thing keeps happening. So it works fine for like six hours or eight hours or whatever, but then it just, um, yeah, throws a, throws a red light. Um, and it doesn't connect anymore. And I've tried it in bridge mode. I've tried it in other modes. It just doesn't work. I bought it at ubebox. [silence]
01:00
Speaker 2
The connection drops and turns solid red. uh huh uh huh uh huh all right and where did you purchase the unit as well
01:00
Speaker 1
[silence] Uh, it's a-for how to describe it? I guess it's a, it's a Dutch, um, discount, uh, online store. [silence] Uh, bought it in April. [silence] Yep. [silence] Sorry. Uh, my first name is Emil, it's written E-M-I-L-E. Uh, last name is Sips, S-I-P-S.
02:00
Speaker 2
And. iRoot is this your local store? All right. And how long ago was it? All right. Thank you so much for that. All right. Before anything else, may I know, is this your first time calling? Since this is your first time calling, I'll just have to gather some quick information so I can create a record on our end. Can I have your first and last name one more time? Mhm. [silence] [silence]
02:00
Speaker 1
Yes. Uh, six dot, uh, mill at, uh, gmail.com. Yes, exactly. Yeah, and it's uh. It's uh. Uh. Last name dot's uh, first name, right? Perfect. Yep. That's correct. Where would I find that? It's on the underneath the uh, system. OK. So it is 60. [silence]
03:00
Speaker 2
email sips thank you so much what about the email address thank you so much last and first name at gmail.com and the number you currently calling starts with yes that's correct and the phone number right now is plus 3 to 4 9 4 9 0 379 332 ah can you provide me the serial number for developed micropros sorry the micro mesh 6 that you have it should be underneath the unit
03:00
Speaker 1
060 C. 2-0. M-2-7-E-0-1-3-1. 7. I think should be correct, yes. Um, so there is one um, main uh, device, and then two child notes. Yep. Um, so we have, I tried to-
04:00
Speaker 2
mhm. how many links is devices in total? All right. So you have three in total. One main, two smaller ones. Lastly, may I know who's the internet service provider?
04:00
Speaker 1
two right on the one hand is, uh orange and the other service provider is mobile Vikings Yes. Yes. No, exactly. Yep, exactly. Uh, multiple ways, I guess, uh, I guess I just, uh, press the reset button for a couple of seconds.
05:00
Speaker 2
Mhm. mobile Vikings as well. All right. Specifically, you mentioned that you tried different internet service providers and you already performed a reboot, a factory reset, and reconfiguration, as well as setting it to bridge mode, and it still would not work. Or specifically after six to eight hours, the problem starts and the connection drops and turns to solid red. In terms of the factory reset as well, in what way did you perform the factory reset?
05:00
Speaker 1
Yes. Yes. And then, it went back into, um, the initial configuration mode. Yeah, fine, no worries. Thank you.
06:00
Speaker 2
When you did the factory reset, did the light turn off? And then when back up? All right. Thank you so much for that one. I'll just put the call on hold for three to five minutes to double-check everything on my end. Would that be okay? All right. Thank you. [silence]
06:00
Speaker 1
So, yep, yep, yes. Yeah, yeah, I tried in multiple ways. One time I just. [silence] the per node is connected. Yeah. Yeah, they're currently not connected. Uh, so this morning it was red. I think it turned white now, but this morning I checked and it was red. Uh, right now it is indeed solid white. [silence] Whatever. [silence] Yes, I do. [silence]
07:00
Speaker 2
All right. Right now, is it currently turned off or turned on your parent node? All right. Can you turn off the, the other two and we're just going to focus on the parent node one more time? All right. What's the light in your parent node? Mm-Hm. So right now it's solid white. Is that correct? All right. Do you use the Linksys app? All right.
08:00
Speaker 1
uh yeah it's loading. Yep, it's open. Uh, I can't so, uh yes, yes it does. Right now it does. Anyway, this morning it wasn't. Yep. [silence]
09:00
Speaker 2
Can you open your Linksys app, please? Once you're in the Linksys app, does your dashboard say that's online and we have internet? Like how are you seeing the name of your internet and what's the word it's saying internet online. All right. All right. So, click on nodes. On nodes, click on your parent node as well. On your parent node, what's the current firmware that it's using?
09:00
Speaker 1
Uh, 2.08.216608. Think that should be the latest. Yeah, sorry, uh, so 2.08.216608. sure, yup, yes, yes, sure, yeah, I've already also tried it, it doesn't uh solve the issue.
10:00
Speaker 2
I'm sorry. Can can you repeat it one more time? Two point. Thank you so much. This time, can can you go to can can you go back to the home page? On on the home page, click on the three lines at the top left and and go to Wi-Fi settings as well. On on Wi-Fi settings, go to advance Wi-Fi settings and and find channel finder there and and perform channel finder. No worries there. Even though even though we've done it, we're already performed it on your end. We still need to document it.
10:00
Speaker 1
Sure. Yeah, it takes a while. Almost there. [silence]
11:00
Speaker 2
Properly, so we can isolate and no longer need to perform this specific additional shooting again. [silence] All right. So in terms of the current ACL,
11:00
Speaker 1
the channel finder completed yep yes it's sending it right now
12:00
Speaker 2
for the allocation that we're doing, we're not going to turn on thechild nodes because you're just using just the parent node and since you preformed everything so far, we are just going to be preforming everything in terms of the basic troubleshooting, so you don't need to do it. If the problem really does happen again. All right. Once Channel Finder is done, go back to the homepage and this time find network administration. On network administration scroll down to the bottom where it shows or says restart router. But before restarting it, go to diagnostics. there's an option to send the network logs. Please provide us the network logs before restarting or rebooting the router.
12:00
Speaker 1
Sure. And then let's say worst case it happens again then what are the next steps? OK. Yeah, yeah, yeah, yeah. That makes sense. That that's completely fine. So it's I sent the the lock sensor as we started with now.
13:00
Speaker 2
All right. Once it's done, just restart the router, and for now, that should be it. So we can also double check on our end. You are just gonna need to observe it for the entire day. But, if the problem really does happen, for example, like after just, after six to eight hours today, please immediately call us back instead. Mm-hmm. For that one, we're just gonna need to double check everything on our end, and we've and if we've already exhausted all proper troubleshooting that we can also perform, we will be able to escalate it to our level two technicians. But please take note, we need to exhaust everything first on our end before we can properly endorse it there. All right. All right, thank you so much. So that should be it for now. Let's just wait for your call back.
13:00
Speaker 1
Perfect. Sure. That sounds good. And then if I have any issue again, I'll I'll just call you back. That's fine. Perfect. Yeah, hang on. I'll I'll grab it. Go ahead. Cage. Yup. Lima Tango Sierra zero zero one three six one four two. Perfect. Okay. Well
14:00
Speaker 2
to dissuade. So we can conclude that the unit is still working as of the moment. Yes, call us back immediately. We've already created a record for you as well. If you have a pen and paper, please write down your ticket number. The ticket number created is Lima Tango Sierra 0 0 1 3 6 1 4 2.
14:00
Speaker 1
I guess for now, that's it. Thank you for your help and uh, I hope I don't have to call you back again. Ha ha ha. same, same for you. Bye bye.
15:00
Speaker 2
the once i see all right, thank you so much for calling us as well. Sir, take care and have a great day. Bye-bye for now
15:00