V2 Rubric Detail — c4b89758-69ae-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:11
Duration
5m 44s
Contact
Michael Malott
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical4.38/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall67.8% (+11.8)

V2 Grader Summary

The agent demonstrated logical diagnosis by identifying node steering as a potential cause and referencing RSSI data, but failed to execute any immediate troubleshooting or resolution. While ownership was maintained and next steps were clearly set, the lack of active problem-solving during the call resulted in an unresolved outcome. Technical accuracy and communication were sound, but resolution progress was incomplete.

V1 Case Analysis

Customer (Easton) reports intermittent disconnections (~10 sec) on a Velop child node and requests Node Steering disabled. Agent confirmed Node Steering can be disabled via web UI and scheduled callback for after 4 PM to perform the change. No model, serial, or warranty collected. No troubleshooting verified during call.

Troubleshooting Steps
  • Requested RSSI reading (-63 dBm)
  • Suggested relocating the child node closer to the parent
  • Confirmed Node Steering can be disabled via web UI
  • Scheduled callback for remote configuration
Key Observations
  • Agent provided technically accurate guidance on Node Steering disablement via web UI (ACCURACY: Correct per KB)
  • No product model, serial number, or warranty information collected despite troubleshooting a hardware-specific feature
  • Agent did not verify customer access to the web UI or confirm admin credentials before scheduling callback
  • Call ended with a callback rather than guiding the customer through immediate self-help steps or verifying the fix
Positive Highlights
  • Correctly identified Node Steering as a potential cause of intermittent disconnections (ACCURACY: Correct per KB)
  • Requested RSSI value to assess backhaul signal strength (PROTOCOL: Aligns with KB guidance)
  • Suggested relocating the node closer to improve signal, which aligns with KB guidance on backhaul optimization
  • Provided accurate URL for web UI access (http://192.168.1.1) (ACCURACY: Correct per KB)
  • Offered a callback at a time convenient for the customer, showing flexibility
Agent Errors / Gaps
  • Missing collection of essential product details (model, serial, warranty) required for valid troubleshooting and support eligibility
  • Failed to verify customer access to the web interface before suggesting a UI-based solution
  • Did not attempt to guide the customer through disabling Node Steering during the call, despite it being a simple UI toggle
  • No case/ticket number recorded, violating case management protocol
  • No verification of the issue after suggesting relocation – skipped critical troubleshooting step

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only suggested a future callback to disable node steering without confirming if this would fix the problem.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent referenced network logs and RSSI values, asked about reconnection behavior, and proposed checking node steering — indicating some diagnostic reasoning, though no immediate troubleshooting steps were executed.
R3 Partially Met Correct resolution path conf 89%
Agent identified a potential software/configuration cause (node steering) and planned a targeted fix via UI access, which aligns with best-effort troubleshooting; however, deferring action entirely instead of guiding the customer or using remote tools limits full alignment.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified intermittent disconnection, reviewed RSSI data from logs (~-61 to -63 dBm), and hypothesized that node steering might be causing instability — a logical, evidence-based diagnostic path.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent referenced network logs and UI-accessible settings (node steering), showing awareness of diagnostic tools; however, no active tool use (e.g., remote session, dashboard verification) occurred during the call despite referencing them.
T3 Met No misinformation conf 97%
No technical inaccuracies observed; mention of node steering as a configurable feature in the UI is consistent with Linksys mesh behavior and documented functionality.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control and scheduled a callback, but opening was disorganized, lacked clear framing, and transitions were somewhat reactive rather than proactive.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed time zone and callback window, and adapted to customer’s schedule constraints without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent retained ownership by committing to a callback, updating the ticket, and not transferring the case.
O2 Met Proactive follow-through conf 95%
Agent established a clear next step — callback after 4:00 p.m. tomorrow — and confirmed documentation of the update.
O3 Met Closure confirmation conf 94%
Agent referenced prior discussion, the specific child node history, and previous log analysis, demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue remains within L1/L2 scope (configuration troubleshooting).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and thanked the customer but did not explicitly acknowledge repeated effort or frustration beyond surface-level empathy.
X2 Met Tone & rapport conf 92%
Agent adjusted pacing to customer’s availability, confirmed time zone, and respected work constraints when scheduling.
X3 Met Overall experience conf 93%
Agent avoided repetition, leveraged existing log data, and reduced immediate customer effort by deferring action to a scheduled callback.
Call Transcript9 turns · 10 lines
Speaker 1
[KEEP_UNCERTAIN] This is linksys technical support calling, this call is recorded for QUALITY assurance, please hold as we connect you to a linkses specialist uh, hi, Michael, this is on the core of lynkses customer insurance team level two and this call is recorded for QUALITY insurance purposes, hello, sir uh, hi, sir, uh, yeah, finally, I have something to um, update you, Michael, and uh, they checked the network logs, okay now like you said, uh, it coincides your description that um, one of the child nodes, um, is uh, keeping disconnecting, but they have this question, Michael, and uh, this used to be the parent no surer, okay When that particular child node disconnects, does it reconnect on its own or it simply goes to red or you have to do power cycle for it to come back? I see. All right. Now the other, which I'm not sure you're with the device right now, Michael. There's a feature on the parent node right now. It's called node steering. They would like to turn it off. By default, this is on. When you set up the parent node, it's already on. They would like to have this temporarily disabled.
00:00
Speaker 2
I've even, in the past, when it was the mother node, it would, it may go red for a minute, but then it goes back. And I know, uh, cause this one's been in my bedroom, so I can monitor it. When it says internet disconnected, the, the color changes, but it always goes right back. Over since this has been happening for the last couple months, and since we've been talking as well, it, it does not, I don't know. I've never had the power cycle. It disconnects for like 10 seconds and it comes right back. [silence]
01:00
Speaker 1
do that, child note that we're talking about, the last time we spoke, ok? The RSSI is around negative 63, but they're looking at on the previous network logs is on -61. They would like to um, ask if we can move a little bit closer to the parent node and to have a higher RSSI. Would that be possible right now? mmh. one floor above. Ok, gotcha.
02:00
Speaker 2
my wife's currently working right now. she she doesn't get off until like 8:00 tonight. but I don't even know what email I sent you guys but I've had to have that old parent node the child node that has a problem. It's been in my bedroom but I've had to unplug it uh uh since Sunday cuz I could not have it on while she's working because it does disconnect. but it is it is above it's one floor straight above the parent node. That's where this child node's at.
02:00
Speaker 1
[KEEP_UNCERTAIN] How about this? Yeah. Hmm. I see. Um well, uh if you're gonna power it on, um let it power on and then, the node steering that I'm talking about can only be seen under the UI, user interface. It will only take us, or it will take us like just uh five minutes to open that and turn it off. But how about since your wife is working, we can't do it right? Um Of course the... Uh, yes, sir, um if you want me to um I can do that. Yeah.
03:00
Speaker 2
But, if that's something I can do on the Linksys app, I can do that later tonight when it's okay to, in case the internet has to get reset or something. [silence] So you need to, you're gonna need to like remote in again, in other words. [silence] Yeah, if you can just call me, I don't know how late, but anytime after 8.30 my time.
03:00
Speaker 1
Let me check real quick and you're sorry. It's are you following Eastern or Central time? Eastern. I can do a callback for that sir. It's already out of my shift but I'm sure it only will take like probably 10 to 15 minutes to do that so I can um call you back at that time. Oh that's fine. That's fine. Um what would be the best time for tomorrow? Michael. After 4:00. Okay, that's great. I'm still uh after 4:00 p.m. Okay. Alright call you back tomorrow and I have to uh update them.
04:00
Speaker 2
I am Easton. we can we can also do it tomorrow I don't know I don't think it necessarily okay, I would say anytime after four o'clock.
04:00
Speaker 1
hello, today as well so that they will know um um the rest of the um, uh, I mean, the updated for the ticket as well. Thank you so much, Michael, okay. Call you back up uh tomorrow.
05:00