V2 Rubric Detail — c5c4594a-6466-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:53
Duration
43m 57s
Contact
Earl Aldridge
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00132859
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Adding new CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 2 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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall34.4% (+2.4)

V2 Grader Summary

The agent attempted basic troubleshooting but failed to use essential diagnostic tools like the router dashboard, skipped key steps in isolating the issue, and never restored connectivity. Despite correct decision not to escalate, poor communication, lack of empathy, and incomplete resolution left the customer with an unresolved problem.

V1 Case Analysis

Customer reported MX2000 parent node solid red, no internet, and low speeds. Agent instructed incorrect 20-second reset, ran inconsistent speed tests, and did not verify modem status or follow standard WAN diagnostics. Call ended with customer advised to contact ISP without confirming resolution.

Troubleshooting Steps
  • Asked for signal strength of child nodes.
  • Suggested speed test on phone and computer with inconsistent server guidance.
  • Instructed a hard reset of the node (incorrect 20-second duration).
  • Guided customer to connect a computer directly to the modem and run a speed test.
  • Asked customer to reboot modem and parent node without confirming outcome.
Key Observations
  • Agent repeatedly asked 'what do you mean?' at multiple timestamps, showing poor call control and confusion.
  • Incorrect reset instruction: 'around 20 seconds' at [02:00] — KB specifies 10 seconds for 5-press recovery on Velop MX2000.
  • Failed to verify modem status before troubleshooting — customer confirmed no internet when connected directly at [21:00], indicating upstream issue.
  • No collection of serial number or warranty information despite troubleshooting a hardware fault scenario.
  • Did not create or cite a HappyFox case, violating case management protocol.
  • Call ended at [43:00] without confirming if parent node turned solid white or internet was restored.
Positive Highlights
  • Identified the product model (MX2000) early in the call at [00:00].
  • Attempted to isolate the issue by suggesting a direct-to-modem connection at [18:00].
  • Asked customer to reboot modem and parent node, which aligns with basic recovery steps.
Agent Errors / Gaps
  • Provided incorrect reset duration (20 seconds instead of 10) at [02:00], contradicting KB for Velop MX2000 5-press recovery.
  • Failed to interpret direct-to-modem test result: customer confirmed no internet at [21:00], indicating upstream issue, but agent incorrectly attributed speed cap to ISP subscription without proper diagnosis.
  • Did not follow standard WAN diagnostic flow (modem → router → mesh) as outlined in universal_isp_modem_diagnostics.md.
  • Did not attempt mesh rebuild or node re-pairing despite solid red LED indicating no internet, per velop_wifi_connectivity.md and universal_mesh_full_rebuild.md.
  • Repeatedly asked 'what do you mean?' causing long silences and confusion, violating communication standards.
  • Did not collect serial number or warranty information, violating protocol for hardware fault calls.
  • Did not create or cite a HappyFox case, violating case management protocol.
  • Gave inconsistent speed-test server guidance, switching between Atlanta and Stone Mountain without clear rationale.
  • Ended call without confirming resolution — parent node was still red at [41:00], and final status was not validated at close.
  • Poor call control: long unexplained silences, lack of empathy, and failure to structure troubleshooting logically.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Parent node remained solid red at end of call; internet connectivity was not restored despite troubleshooting attempts.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed speed tests and reboots but skipped critical steps like checking WAN status in router dashboard or testing modem-to-router connection.
R3 Partially Met Correct resolution path conf 87%
Agent correctly identified potential ISP issue but advised contacting ISP without first verifying modem-to-router speed, which is required before escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent recognized red LED and slow speeds but failed to follow a structured diagnostic path; root cause (WAN connection) was not confirmed.
T2 Not Met Appropriate tools / resources used conf 95%
No use of router admin interface (192.168.1.1 or myrouter.local) to check WAN status, link speed, or node health — a required diagnostic tool for this issue.
T3 Partially Met No misinformation conf 86%
General statements about speed limitations were accurate, but agent referred to 'cardiac node' instead of 'parent node' and gave unclear reset instructions.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked structure; agent repeated 'I'm sorry' without clarification, lost control during silences, and failed to guide transitions clearly.
C2 Not Met Confirmed understanding conf 92%
Used inconsistent terminology ('cardiac node'), did not confirm understanding, and failed to adapt explanations to customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and attempted resets and reboots but did not complete resolution or ensure system stability before closing.
O2 Partially Met Proactive follow-through conf 83%
Told customer to reboot modem and report back, but provided no timeline or follow-up plan; next steps were vague.
O3 Not Applicable Closure confirmation conf 96%
No prior case history referenced; no handoff occurred — this appears to be first contact on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — issue was within L1 scope; agent made appropriate decision to troubleshoot rather than escalate.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred and none was warranted, so execution of escalation does not apply.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration or inconvenience; tone remained procedural without empathy or validation.
X2 Not Met Tone & rapport conf 94%
Agent repeated 'what do you mean?' multiple times without adjusting phrasing or checking comprehension.
X3 Not Met Overall experience conf 91%
Customer repeated speed tests and reboots unnecessarily; agent could have streamlined testing but did not.
Call Transcript52 turns · 58 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? Hello, sir. Paul again. Yeah, Brown, thank you. Yeah. Yeah, it's yeah, I don't budget. Sir, it seems that the yeah, there seems to be something wrong. Yeah, it could be on our line. Yeah. Okay, so let's proceed. Yeah, so I believe that this is the old node, right? I think this is the MX 2000. Yeah, the older node. Yes, this seems to be the all nodes. Yes, these are the child nodes. So, yeah, on this yeah. So there's the parent would not be listed on the list. So only the child nodes. So meaning you have five in total. One parent and four two.
00:00
Speaker 2
[DOWNWEIGHT] Okay, fine. No. Everything else is up as is down. [silence] Oh, okay. Yeah. we're not using it. Okay. [silence] Now those those four there, those child notes. Okay. yeah. so that's right. Okay, gotcha. Okay.
00:00
Speaker 1
So, the signal is actually good, sir. Yeah, you have 60, 61, 58 and 62. So, all of these are good signal strength. Yeah, so yeah, that's good, sir. This is a good sign. This is a good result. So... Yes, yeah, go and go. Right, do a speed test. [silence] How's the TWC? [silence] solid red. So, uh-oh. how's the TWC? solid red. uh flash red compare before it passing flash red. [silence] So, we will now perform... [silence] [music]
01:00
Speaker 2
[silence]
01:00
Speaker 1
OK, now the helper, to press and hold the reset button on that cardiac node. It should be around 20 seconds. Press and hold it. now. What do you mean, sir? I'm sorry. Uh, what? What do you mean, sir? I'm sorry. What do you mean? I'm sorry. Um. Did you miss me, sir? [silence] Do you miss me? Do you miss me? Do you miss me? Yes. Um. Huh. Uh, what do you mean, sir? I'm sorry. [silence] What do you mean, sir? I'm sorry. Um.
02:00
Speaker 2
[silence]
02:00
Speaker 1
I mean your subscription speed, yes. So if you have 1 gig server so, on your wide computer you should be getting like at least 800 Mps, yeah, at least 800. yes, just around 200 Mps. Is this computer, sir, connected to a child mode or to the parent mode? Yeah I just want to confirm. Hold on, let me check something here. let me check as well what we call the link speed. yeah, details status. Yeah it's actually 1.0GBps. Now let me try again, so hold on.
03:00
Speaker 2
Yeah. Parent note.
03:00
Speaker 1
The harness is showing that in Mbps. What about your phone, sir? Can you try to run the speed test on your phone? Yes, on your phone or whatever wireless device you have there. [silence]
07:00
Speaker 2
On my phone. Okay. Okay. Okay.
07:00
Speaker 1
But you're on Atlanta, right? Correct? I see, yeah, yeah. Yeah, because then I'm actually looking at the server. It's uh cometa, uh I and C, Atlanta Georgia. So, so I believe this is yeah, this is closest to you. Right? You are close to this location. Let me try, let me check other server. Can you double check for which?
09:00
Speaker 2
Okay, you're close. Am I close to Atlanta, Georgia? I'm about... I'm in Stone Mountain, Georgia. I'm about 30 minutes from Atlanta, Georgia. Right. Yes. Yeah. Okay.
09:00
Speaker 1
Which one is the server that is closest to you? are you in still? ah okay so it's like yeah because this speed test will also depends or on the what you call this the server the speed test server so you need to be close to your yeah to the right server you need to be close to the right so yeah this one okay so this should be the server that you should be using yeah just 281 yeah so since this wire you should be getting at least have yeah but still not getting the right one
10:00
Speaker 2
how what i do oh uh snow mountain snow mountain comcast okay i'm supposed to be i'm supposed to be close to xfinity yeah comcast yeah what right hmm down good numbers [silence]
10:00
Speaker 1
Let me try to check this. and let me try to make some changes on the router. See if it helps. um Actually not actually that's the one that I was by the way, so how much speed are you getting on your phone? 7. and what's the result? oh by the way there he had jet. I see. so you conection on your phone. Yeah that's a good. So that means the Wi-Fi of the router is yeah working properly.
11:00
Speaker 2
Oh, um, hold up. Um, down the down speed was 489 point zero seven, up speed was 250, 93. Um, I got a pad, I have a pad
11:00
Speaker 1
We will reset that node. And after resetting that node, we will use the other ownership table, first Net. And I believe we have already been able to reset the node. Oh no. no. Oh no way wait we will not connect no yet.
13:00
Speaker 2
Okay. All right. [silence]
13:00
Speaker 1
Just make sure this. So this. not connected. To. any internet. it's not connected. To any internet. okay. ok let's. ok. reset the node. just press on. all options. Yeah. Thank you. So if you. Purchase this one. from Amazon. Actually. you can. Get a receipt. from Amazon. and I can. Send you. the email. for you. To know. how to. get that. receipt Mm hm Yeah, speed test it. Are you doing it on the browser? Mh. I appreciate you. Now, what's the speed there?
14:00
Speaker 2
Please stand by what I'm putting in speed test and some other stuff is coming up Walmart let's see why is that he tests it's just the the seconds okay yes i am okay let's try and it is that speed it ain't good down speed 109.84 up speed is till you uh
15:00
Speaker 1
Yeah. So you are getting a good speed on the two wireless device. Like expect of this computer which is wired which is just getting around 300 MBPS.
16:00
Speaker 2
that's internet speech. Hm. Let me try another one. Let me try another one. Fast speed internet. Okay. Your internet speed is 570. MBPS. [silence]
16:00
Speaker 1
hey your wireless devices just getting like a uh good connection coming from the router. yeah but the desktop is just getting yeah the maximum of 300 Mbps just getting around 300 Mbps is it possible for your like to connect this desktop to directly to the modem? so then we'll try to check the speed. yes to the modem. yes so yeah at least you we can have like a basis of our troubleshooting.
18:00
Speaker 2
OK [silence] directly [silence] directly to the modem [silence] ugh yeah yeah
18:00
Speaker 1
So the speed that we're getting, Yeah, I just change the cable. So we will temporarily go offline. Through the router. I will try. Sure. Hopefully, I can still access... [silence]
19:00
Speaker 2
Yeah. Okay. Go ahead and, uh, connect your computer directly to the modem. Okay. Okay. Hold on. Mm-hmm. Okay. Okay. Computer is directly on the modem. And let me see. You still got access to the computer? The uh modem is Booting up again.
19:00
Speaker 1
Okay, so the desktop is now connected, so directly to the modem.
20:00
Speaker 2
but I got it going from the computer directly into the modem. yeah let me check something else. you have internet. connect to the internet. it says that there's no internet.
21:00
Speaker 1
By the way,
22:00
Speaker 2
mmm. There's no internet. it's saying there's no internet when I go from the computer directly to the modem. one, one... okay. okay one wait. Okay. How long should I leave it unplugged?
22:00
Speaker 1
Let me just place this golem holder and I'll be right back, okay?
23:00
Speaker 2
لعمرنا، أصبح لعوملسة.listen.
26:00
Speaker 1
wired now hear directly to the modem at the desktop okay can you sir like to run the speed test on the desktop yeah I just that speedtest.net yes yes then make sure that the server below is set to Stone Mountain Georgia okay because that's that's the closest to your location ah hold on sir let me open it uh speed test uh okay so yeah on the speed test oh it's speedtest.net not.com yes okay then below the the go option yeah you have that uh two options right [silence] so
30:00
Speaker 2
okay, hold on pin, pin, net, okay, I'm there. And then, uh, I see where it says xfinity. Where do I, what do you see? Change server. Where do you see that? Yeah, I see where I see xfinity and I see the globe. Yeah, it was, yeah, that's stone mountain. It says stone mountain. Yeah. Okay. Yeah, I see that there was change location under there I saw that. Okay. But, uh,
31:00
Speaker 1
Okay, what's the results mm hmm? I see. Okay. So, it looks like you (Yes) you subscribe for 500 mps speed. So, this is the speed that is provided to you by your ISP, so that's why your wireless yeah, can only go up to 424. Yeah. MBPS. Mm.
32:00
Speaker 2
Down is 424.42. Up is... it's still running. Up is 354.13.
32:00
Speaker 1
Yes, yes. So for what? Yeah, 424. Yeah, 400 or 500 Mbps. Yeah, so I believe that's your subscription level. I see. Yeah, but you can also see that while you are connected directly to the modem, you are just getting around 500 or 424 Mbps. Okay. Yeah, so, yes. So it has something to do with your ISP. That's why you cannot get past 500 Mbps. You're connected to the router. Yes, sir. Yeah. If you want to get like the above 400 Mbps. Yeah. Yeah, because that's the easiest way for us like to isolate the problem. So we can have like a basis of our troubleshooting because it's hard to troubleshoot the the speed issues. [silence]
33:00
Speaker 2
Oh. So you're saying I'm paying for what? Yeah, because I pay for, I pay for a gig. I pay for a gig coming into the house. Right. So is that a, is that my provider? Is that an issue with my provider? So I need to call my provider. Okay. All right. I have to deal with them. Okay. Okay. So I'm in ready with that.
33:00
Speaker 1
Without checking the actual speed coming from the modem. Yeah, because yeah, the router can only get what speed you are getting from the modem. Oh, but yeah, but do you have to before you call your ISP, sir? Yeah, please reconnect or the routers sir. Let's make sure yeah, everything turns white because right now you'll get disconnected. Yeah, let's make sure the router is working. Back to the router. Okay. Then yeah, please check sir. Let me know what's the statue like. Is it yeah, Is it back to white right now? Uh, yes, the one that I. Yeah, please please do.
34:00
Speaker 2
[silence]
34:00
Speaker 1
let's make sure it's it's back to white. yeah. yeah, I don't want to like to leave you hanging. I just want to make sure everything is working. Yeah, before ending the call is it still white? I mean, it's still red right now. Yeah, so you might need to like to reboot the modem, so. like what we did. Yeah, on the desktop yeah, do a reboot. Ah how just the modem. Yeah, just that modem. Yeah, this usually happens on the Comcast ISP. yeah, most of our customers that has Comcast, they need to be yeah, modem needs to be rebooted. [silence]
35:00
Speaker 2
Surely. Surely. Okay. Appreciate it. Appreciate it. Yeah, the parent node is still red. Oh, okay. All right. And I reboot the uh, should I reboot the router as well or just just the modem? Okay. Okay. I'm doing it now. Okay. I just want to monitor. Okay. All right. Okay. Okay, I just plug the bugging back in. Okay, let that do its thing. Okay.
35:00
Speaker 1
Is it back to white, sir? Okay, still loading. Like trying to reboot. Okay. Yeah, you will know if the modem's ready because it yeah, everything will. I believe it turns back to blue. Yeah, especially the online light.
37:00
Speaker 2
[silence] Okay. [silence] I can't. [silence] It's still red. [silence] But the motor is still uploading. [silence] Yeah.
37:00
Speaker 1
Mhm, just give it some time. Sometimes it takes time for it to turn back to white. Is it still red right now, sir?
38:00
Speaker 2
oh this is right okay uh the modem's back up but the parent node is still red okay okay sure very yes unplug the parent notes
38:00
Speaker 1
Yeah, just a pin. Yes.
39:00
Speaker 2
Just a parent no, Okay, up, take the power out, right. Okay. All right, I'd taking the power out. Just wait a few seconds. Go ahead, plug it back in. Okay. All right. The light is blue right now. Mrs. Robinson
39:00
Speaker 1
How is it going, sir? What's the status light of the parent node? We can just give it some time.
41:00
Speaker 2
still blinking it's it's a solid red right now it's a solid red now okay
41:00
Speaker 1
Okay, it's back to white now. Okay, good. Yeah, that's a relief, sir. Okay, so, yes, yes, honestly, yeah, I don't know how I feel. It's red. How did that, did it stays white? Okay. Yes, yes, sir. Yes. So for you to check sir, make in order for you to check to make sure to connect your computer straight to the modem, then check if you can get a gigabit connection. So that should be the test. It should be your device connected directly to the modem. Okay? Yeah, not the router. Because that's yeah. Because if you can get the one essentially, and you cannot get it to the router then yeah, we can go do that.
42:00
Speaker 2
All right. And there it is. Solid white. So, Yeah, we're good. So I'll get in touch with my internet, have them check the, okay. Okay. Okay. But yeah. Yes sir. Okay. okay then . okay. yes. yes. Hold on Hold on is it the same as uh 213-289-3408 okay I got you . okay thank you . bye bye . I appreciate you bye bye
42:00