V2 Rubric Detail — c03dc9fc-7942-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:58
Duration
6m 27s
Contact
Chris Chiquoine
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00135947
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall26.4% (-9.6)

V2 Grader Summary

The agent correctly identified a 'solid red' LED, which is a known failure symptom and escalation trigger per the KB, but failed to provide any technical guidance or escalate the case. No tools were used and no resolution was reached. The interaction ended without next steps or a confirmed outcome.

V1 Case Analysis

Customer reported solid red LED on primary node and intermittent internet. Agent confirmed ISP connection and node status but performed no troubleshooting, collected no model/serial, and offered no next steps.

Troubleshooting Steps
  • Confirmed customer identity and ticket number (1135947).
  • Verified ISP connection is active on customer's computer.
  • Confirmed main node LED status is solid red.
Key Observations
  • Agent correctly identified the solid red LED as a potential hardware fault indicator per KB (universal_escalation_guide.md).
  • No standard troubleshooting steps (reboot, power-cycle, factory reset) were performed despite KB requiring them for solid red LED.
  • No model, serial, or warranty information was collected, which is a critical protocol miss for hardware issues.
  • Call ended without any escalation, next step, or closure plan, failing to meet operational resolution standards.
Positive Highlights
  • Agent confirmed customer identity and ticket number accurately (transcript [04:00]).
  • Agent correctly verified ISP connectivity by confirming internet access on customer's computer (transcript [05:00]).
  • Agent correctly identified and confirmed the solid red LED status on the main node, which aligns with KB escalation triggers (transcript [06:00], KB: universal_escalation_guide.md Step 2).
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial number) despite handling a hardware fault issue (KB: universal_escalation_guide.md Step 3).
  • Did not perform required troubleshooting steps for solid red LED: no power-cycle of modem and router, no factory reset (KB: universal_escalation_guide.md Step 1 and Step 2).
  • Did not provide any next steps, escalation path, or self-help resources (KB: universal_escalation_guide.md Step 4).
  • Did not acknowledge or address customer frustration, even though customer expressed prior failed support attempts (transcript [05:00]: 'I was able to get reconnected... without their help').
  • Did not verify firmware version or check for auto-update status, which are standard pre-escalation steps (KB: universal_firmware_update.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution, RMA, or confirmed fix was provided; issue remained unresolved at end of transcript.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent confirmed solid red LED and asked if ISP was contacted — basic but limited troubleshooting; did not proceed to reboot, firmware check, or parent node verification per KB.
R3 Not Met Correct resolution path conf 97%
No warranty status check or product identification performed; no determination of whether hardware fault qualifies for RMA or best-effort path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified 'solid red' LED, which is a documented failure symptom in multiple KBs (universal_escalation_guide.md, led_cog_mesh_group_b_ln11xx.md), and attempted to isolate the ISP. However, no further diagnostic logic or root cause analysis followed.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools (e.g., remote access, UI verification, logs) despite need to confirm node status; relied solely on customer description.
T3 Not Met No misinformation conf 98%
Agent provided no technical guidance, instructions, or information that could be assessed for accuracy.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent acknowledged customer, confirmed identity, and set expectation of review time; but failed to frame scope, control flow, or transition to action.
C2 Partially Met Confirmed understanding conf 92%
Agent used polite, neutral language; did not escalate jargon but also did not confirm understanding or adapt to customer’s fragmented responses.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent pulled up ticket and engaged with case, showing initial ownership; but did not commit to resolution path, follow-up, or avoid potential transfer.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or commitments (e.g., callback, escalation) were established.
O3 Not Applicable Closure confirmation conf 99%
No prior history referenced in transcript; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Solid red LED is a documented escalation trigger per universal_escalation_guide.md; agent did not escalate or justify withholding escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent was polite but did not acknowledge customer’s prior frustration or effort; empathy was generic, not specific to context.
X2 Partially Met Tone & rapport conf 92%
Agent maintained steady pace and did not rush; but did not adjust for customer’s disjointed speech or check comprehension.
X3 Partially Met Overall experience conf 91%
Agent reviewed ticket, avoiding full repetition; but did not streamline troubleshooting or reduce effort beyond initial lookup.
Call Transcript9 turns · 9 lines
Speaker 2
Welcome to link 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. While waiting, you may also visit support.link.com for more information about your product.
00:00
Speaker 1
I have it falling not an open ticket. It's one through one three five nine four seven. Uh, I have it calling out an open ticket. So
03:00
Speaker 2
Hello, thank you for calling Liss's technical support, this is Charm. How can I assist you with today? Mm-hmm. Yes, sir. All right, let me check. Wonderful. Correct. Yes, um, these could just let me double check it here.
03:00
Speaker 1
Yeah, not i understand. Yes, to corning. Yep, yep. Take all the time you need.
04:00
Speaker 2
Yeah, I'm checking on it here. All right. All right, so I already pulled up the record here. Just to confirm, am I speaking to Chris Skonie? All right, thank you so much. Yes, let me double check here. And let me review your the ticket. Uh, please bear with me for a moment, sir. Give me two to three minutes.
04:00
Speaker 1
No, because I was able to get, get reconnected to the internet on my computer without their help. Um, so, you know, yes. Right.
05:00
Speaker 2
all right, so just to confirm, sir, did you contact your internet service provider already? All right, so it's already reconnected. All right, okay, good. And what's the status of the main nodes, sir, or the one that is connected to your modem.
05:00
Speaker 1
Holly Grant. Oh, sorry. Right. Or, you know, I don't know that there's, you know, it won't connect.
06:00
Speaker 2
solid red. Okay, and you ready confirm that there is an Internet connection coming from your modem. Mm-hmm. Okay, one moment here.
06:00