V2 Rubric Detail — bf4a8880-65e9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 23:03
Duration
29m 41s
Contact
Michael Malott
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent bypassed standard troubleshooting and resolution paths by immediately pushing an experimental beta firmware without diagnostics, effectively evading proper fault identification and customer-aligned resolution. This constitutes a critical failure in protocol adherence.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, misapplied a beta firmware as a solution without validation, provided technically inaccurate information, and ignored the customer's clear preference for a hardware replacement. The interaction lacked structure, empathy, and ownership, ending with an unresolved state and no confirmed resolution path. This constitutes a critical failure in both technical and service protocol.

V1 Case Analysis

Customer requested beta firmware upload for MBE7000 router. Agent provided incorrect firmware URL (firmware update .hdml), confused router password with Wi-Fi password, and did not confirm successful firmware installation. Advised customer to wait 24 hours and send network logs twice. Issue remains unresolved.

Troubleshooting Steps
  • Initiated remote access
  • Repeatedly asked for router password (confused with Wi-Fi password)
  • Provided incorrect firmware URL (firmware update .hdml)
  • Checked child node RSSI and IP via app
  • Claimed to initiate beta firmware upload on parent node
  • Advised customer to wait 24 hours and send network logs twice
Key Observations
  • Agent provided an invalid firmware URL ('firmware update .hdml') that contradicts Linksys KB guidance.
  • Repeated confusion between router password and Wi-Fi password, causing inefficiency.
  • No confirmation that the beta firmware upload was initiated or completed.
  • Misidentified the customer as 'Dr. Mallow' despite correction.
  • Vague next steps without validation or clear success criteria.
Positive Highlights
  • Acknowledged the device was under warranty, supporting eligibility for advanced support.
  • Attempted to use remote access to expedite the firmware upload process.
Agent Errors / Gaps
  • Provided incorrect firmware URL ('firmware update .hdml') that is not a valid Linksys page, contradicting KB guidance.
  • Repeatedly asked for Wi-Fi password instead of router password, causing confusion and inefficiency.
  • Failed to confirm whether the beta firmware upload was initiated or completed.
  • Did not collect or confirm serial number despite in-warranty troubleshooting.
  • Misidentified the customer as 'Dr. Mallow' despite being corrected.
  • Gave vague and unvalidated next steps: 'wait 24 hours for firmware to sync' without defining success criteria or confirmation steps.
  • Did not explain how network logs would be used or how to send them properly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirms successful firmware installation or resolution; ends with 'wait 24 hours' and no verification step.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — skipped firmware check, symptom analysis, or connectivity tests before pushing beta firmware.
R3 Not Met Correct resolution path conf 96%
Customer explicitly questions why a replacement isn't offered; agent proceeds with unapproved beta firmware despite warranty eligibility.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause identified — agent assumes beta firmware is the fix without diagnostic questions or evidence-based analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Failed to use logs, firmware version check, or connectivity tools that were clearly required before beta deployment.
T3 Not Met No misinformation conf 96%
Agent confuses Wi-Fi password with router password; claims beta firmware is 'same as current,' which is technically contradictory.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacks structure — filled with filler words, long silences, and no clear agenda or transitions.
C2 Not Met Confirmed understanding conf 94%
Agent uses inconsistent terminology and does not confirm understanding; customer repeats confusion about signal strength.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent fails to own outcome — relies on remote access and vague callbacks instead of resolving the issue directly.
O2 Not Met Proactive follow-through conf 92%
Next steps are vague: 'wait 24 hours' and 'update me via email' — no timeline, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Customer implies hardware fault and questions firmware-only fix; warranted escalation to L2/L3 or RMA was not initiated.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent ignores customer’s expressed concern about beta firmware and unplugged device; no empathy shown.
X2 Not Met Tone & rapport conf 94%
Agent does not adapt to customer’s pace; continues complex instructions despite customer confusion and need to step away.
X3 Not Met Overall experience conf 96%
Customer asked multiple times for same password; required to repeat steps and re-enter information unnecessarily.
Call Transcript26 turns · 37 lines
Speaker 1
[silence] Hi Michael, this is Paulo from Linksys Customer Assurance Team Level 2 and this call is recorded for quality assurance purposes. Hello, sir. Good morning, sir. Anyway, um yeah, uh is this the best time for us to uh upload that um firmware, sir? All right. Just to let you know what this firmware is all about, um to be uh you're gonna be aware. Um I uh this was um uh discussed with the engineering team by the way, and uh it is a beta firmware. And um uh in case this doesn't work, we can always put back the the production firmware which is already in your unit. We don't need to put that and it could be the same like uh the beta firmware that we are going to be trying. So you're okay with that, sir? Uh okay. So, first thing is first is we need to uh login to your router. Okay, sir, so could you please provide me the username and password so that I could uh login and start uploading the firmware, sir? [silence]
00:00
Speaker 2
[silence] [silence] Yes, should be good to go.
00:00
Speaker 1
OK. And, um, first of all, and to speed things up, okay, and, um, if, uh, you allow me, okay. I can perform remote access and upload this firmware. Would you like to do that or you want to do this step by step instructions, sir? Oh. Um. Well, uh, yes. Uh, that's a great question, Michael, okay. Now, uh,
01:00
Speaker 2
Nope, you can do it . But my, my question is if this is a beta thing, why are they doing a beta instead of just replacing it? Cuz I haven't had, I've had it unplugged since the last time that you guys did anything and I don't think I've had any issues since. But I haven't even been able to use it. I've just left it unplugged. But it just seems like if it's a beta firmware, that doesn't seem like something that should be used over just replacing the particular unit. That makes sense.
01:00
Speaker 1
here's what um first of all this is still in warranty okay, and uh secondly even if uh we go ahead uh provide you a firmware and then uh you'll be receiving the same firmware that you already have. So going with this beta firmware, I know it's going to be a um I understand that your last email is going to be uh a trial and error, but if this works, okay, then this firmware that we are uploading will be an official firmware. That's basically the the Hi, very good question, sir. Now, um whatever the result is is better for our Michael, okay. Um I'm going to ask you to um capture the network logs again and then uh send this back to the engineering team what they can say about it.
02:00
Speaker 2
Right. But it can't be the it's got to be the actual tower. It can't just be the firmware, because the other towers apparently are fine. I mean [silence] Okay.
02:00
Speaker 1
All right. And uh to do that, uh let's go to this uh oh, by the way, you said you unplugged this node sir? Uh this 3 MB 7,000? Uh okay, thank you. Anyway, uh yeah, let's go to this website first. And it's going to be um uh HTTPS colon two forward slashes. Uh uh this is different here. I'm gonna, once I'm on your computer, I'm gonna uh
03:00
Speaker 2
I'm ready on the computer. Just let me know what I need to do to get you the remote again. Oh, no, it's all plugged back in. All white lights. They're good. Ah, where's my remote? Okay, hold on. There we go. H T. Okay, is this the the firmware update dot hdml site? Uh, where's my remote? okay all right okay so go ahead and tell me the address again i got the HTTPS okay so okay oh okay i forgot yes okay all right okay okay all right i'm ready for the ID
03:00
Speaker 1
447-029-410. it's going to ask you for your name. by the way is that the? yes sir. is that the Windows or Mac? all right perfect. it it would be a lot faster.
05:00
Speaker 2
All right. Okay, now open the file. [silence]
05:00
Speaker 1
Uh, let me check your name. other is this yeah I want to go here you have a dual mono. Is this a wireless or a wired right. It's OK. I got it. Oh perfect. Can I have your router password?
06:00
Speaker 2
uh yeah. now it's hard it's hardwired. Oh, yeah. I hope we don't have an issue. Let me look this up again. Oh, my God. We're not going to have to do this again, are we? This is the one I just updated on - in May. May 27. I'm not sure. Yeah, I don't know. I don't know why these don't ever work. Because this is the - this is not my Wi-Fi password. This is the router password, right? [silence]
06:00
Speaker 1
Yes, sir. Wi-Fi password. [ silence ] And the speed thing. Oh, by the way, yeah, uh, you're right. I'm going to use the HTML. You're right about that. Uh, but uh, the only different uh, difference is that I'm going to use a, uh, a beta firmware. First of all, I'd like to turn off the uh, oh, it's already turned off. Okay, good.
08:00
Speaker 2
Yeah, I've only ever had one, so let me just try it again. I don't know why it's doing this. See? How come I can't see it? Okay, apparently I put it in wrong. So, all right, you're good to go. [silence] Yeah, you told me to turn it off last time. it uh, it's 38, 0.38. No, yeah, it's 192 168 1 then 0.38 Yes.
08:00
Speaker 1
Can we open the links to the app Michael? Just want to check the R.S.A.I.? Once you're on the dashboard, can we tap on the three lines? Upper left. And then go to network administration. And then go to notes. and then I'd like you to uh tap on one of the child on the child nodes. What is the IP, what's the IP of that IP address of that? Two five one. What's the RSSI right there? Is it negative 21, negative um negative strength? Yes, that's the one. And then go to network.
11:00
Speaker 2
Okay. All right. Okay. All right. I tapped on the second one. Two, five, one. All right, I didn't know what that meant. You talking about the signal strength. Signal strength?
12:00
Speaker 1
Minus 67 and where is it connected there? zero one zero three nine zero one zero three nine. Ah, it's connected to the parent node. And uh, Can we go to the other child nodes there? Okay. And is it also connected to the uh uh zero one three nine?
13:00
Speaker 2
Allen from Columbia South.
13:00
Speaker 1
2468, upto your own choice mode. 2468. 2468. Ah, okay. connected to the other child node. And this I a know that has 138. Obviously, this is connected to the parent dog, right? Okay. Yep, the reason I'm asking that though there will be faster time to upload this one. I'm going to start with a two five one. [silence] And I'm gonna need your router password. All right. And I'd like you to type your router password here one more time. And I'm gonna give you the link now. Hold on. It's ready, uh, yesterday. Apologize. Let me test this to the computer first. [silence] That means the uh, child node is back to solid white. No need to go there, just to check it. And I'm gonna start right away to the other child node. Disclose that, go back here uh, Oh, I started with 251. I did, ok. Okay, great. This is the child node now. Can I have your router password, sir? Thank you. That side, that is good. Is it now the 138 or 38? [silence] I'm sorry, Michael. Yes, sir. OK. I'll be waiting, and just in case we get disconnected, I'll process a callback. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 2
This is going to take like two minutes, right? This one's going to take like another two minutes. I need to step away real quick. I just didn't want to miss something if you needed it. Okay. Yeah, I'll be right back.
21:00
Speaker 1
done, the difference between the two to do the the the upgrade or the beta firmware is that if I do this on the parent node both child nodes will be disconnected. But once the parent node is done, they will just reconnect. Okay. And this will also disconnect my remote access by the way. Here it is. Doing it right now. Hello Michael. Are you still there, sir? I see. Well, yeah, I guess that the best way to address you, sir, um, is that correct, sir? If I'm... You said yeah, you have a, I, I guess the best way to address is, uh, Dr. Um, um, Dr. Mallow. You said you have a surgery. Yes. Surgery yesterday? Oh, okay. [silence]
24:00
Speaker 2
yes. what's that? no, definitely not a doctor. no, I had to go to the doctor yesterday. I had a quick procedure
26:00
Speaker 1
Okay, sorry. I missed in this video, yesterday. All right. Let me go back. I think my is done, right? Perfect. I my remote access just restored. Okay. Now, uh doing this one. Okay. Supposedly, uh we have to reset the whole thing. Okay. But we're not going to do that. Sir. Okay. Uh what I'm saying is that um uh within 24 hours. Okay. if it dropped uh drop out again, we will not consider that um as a day one of this um uh observation. Uh I would say for the second uh day, Matthew, because um it takes 24 hours for the beta former to sync in. So, um uh and then uh yeah, um I believe you can still access the uh links is [silence]
27:00
Speaker 2
They had to give me, yeah, yeah, yeah, but hey, first time anybody said that, so that was nice. All right, it's all back on. Okay. [silence]
27:00
Speaker 1
You're in the app and you have there an option, the network administration to send network logs, sir. I think you passed. Twicer. Yeah. For the first day, we will not consider it, okay? Because I know that the firmware will sink in when doing an upgrade. The best standard for this is to reset the whole thing, okay? But we're not going to do that. We're just going to wait for 24 hours to make it sink in and then for the second day, that will be considered as the day one, okay, for our observation. All right. And I'm going to quickly disconnect from the remote access and I'm not controlling your computer and Michael, yeah, you can update me via email. Okay. This case is under [silence]
28:00
Speaker 2
So if it does it can just send the network logs twice. Gotcha. Okay. Okay. Okay.
28:00