V2 Rubric Detail — ca4f4a60-665a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 12:32
Duration
6m 8s
Contact
Shannon Routhier
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133221
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp3.57/5
Overall28.8% (+2.8)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, skipped essential diagnostic steps, and provided technically inaccurate information (e.g., 'solid pink' LED). While empathy was shown, the lack of technical rigor and ownership resulted in an unresolved outcome.

V1 Case Analysis

Customer reported erratic LED behavior on a Linksys node (pale red, flashing blue/yellow/red, greenish-blue). Agent incorrectly referenced 'solid pink', attempted vague 5-press pairing, and suggested replacing the Ethernet cable without model confirmation, troubleshooting logic, or verification. No product details collected. Issue unresolved.

Troubleshooting Steps
  • Pressed reset button on node showing pale red LED [00:00].
  • Attempted 5-press pairing with unclear instructions [02:00].
  • Observed LED changes: flashing blue → flashing yellow → greenish-blue → flashing red [03:00–04:00].
  • Suggested replacing Ethernet cable without diagnostic validation.
Key Observations
  • Agent referenced 'solid pink' LED state [02:00], which is not a valid LED color for any known Linksys mesh node (correct state for pairing/recovery is typically solid purple or white).
  • 5-press pairing was initiated without confirming product model or current state, and with no clear instruction on timing or expected outcome [02:00].
  • No product model, serial number, or warranty status was collected, despite the need for model-specific LED interpretation and troubleshooting.
  • Agent concluded cable fault without ruling out node or power issues, and without testing the cable in another device or port.
  • No verification step was performed; call ended without confirming whether the suggested fix would work or even be attempted.
  • No KB article, support link, or follow-up email was offered to support the customer after the call.
Positive Highlights
  • Agent expressed empathy: 'I'm so sorry for the inconvenience' [05:00].
  • Attempted to give a concrete next step by suggesting cable replacement, even if poorly justified.
Agent Errors / Gaps
  • Incorrect LED color reference: 'solid pink' is not a valid state for any Linksys node; likely confusion with solid purple (WHW/MX pairing) or white (ready state) [02:00].
  • Misapplication of 5-press pairing: initiated without confirming device model, current state, or purpose; no KB-aligned guidance provided [02:00].
  • Failure to collect product model number, which is essential for accurate LED interpretation and troubleshooting pathing.
  • Failure to collect serial number or verify warranty status, especially critical when suggesting hardware replacement.
  • No validation of the proposed fix (cable replacement); ended call with open-ended 'call back if it persists' with no support continuity.
  • No case documentation or follow-up mechanism established (e.g., KB article, email, case number).
  • Premature termination of troubleshooting without isolating the fault (cable vs. node vs. power vs. port).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only suggested swapping the Ethernet cable and asked the customer to call back; no confirmation that the issue was resolved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent did not follow a systematic troubleshooting flow (no power cycle, no WAN-port LED check, no verification of internet connectivity).
R3 Partially Met Correct resolution path conf 88%
Suggesting a new Ethernet cable is a reasonable path for a red-LED symptom, but the agent did not explore other likely causes or verify the fix.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent never asked for the model, the exact symptom description, or any diagnostic questions beyond 'what’s the light now?' — no root cause analysis was attempted.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., WAN-port LED check, cable tester, remote session) were used even though the issue clearly required verification of the cable/link.
T3 Not Met No misinformation conf 92%
Agent referenced 'solid pink' — a non-existent LED state in all Linksys documentation — and gave unclear 5-press instructions ('not too fast, not too slow'), contradicting KB guidance on timing.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call moving but gave unclear prompts ('What’s the light indicator now?') and long silences, indicating weak call control.
C2 Partially Met Confirmed understanding conf 86%
Agent used informal language and did not consistently check the customer’s understanding; however, no jargon was used.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent did not transfer the call and offered a next step, but did not take ownership beyond 'call us back if it’s the same'.
O2 Partially Met Proactive follow-through conf 86%
Agent gave a vague next step ('swap the cable and call back') with no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not clearly require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized repeatedly: 'I’m so sorry for the inconvenience…'.
X2 Partially Met Tone & rapport conf 85%
Agent used casual language ('man', 'welcome') but did not fully match the customer’s tone or verify comprehension.
X3 Partially Met Overall experience conf 84%
Suggesting a cable swap is simple, yet the agent did not perform any remote checks that could have saved the customer extra effort.
Call Transcript12 turns · 12 lines
Speaker 1
[silence]
00:00
Speaker 2
Yes. So, the one that has the ethernet cable is just that super, super pale red and then one is flashing and one has no color. Okay. Okay, I'm pressing. And I'm pressing it on the faint red one with the ethernet cable in it. Not the one that's flashing.
00:00
Speaker 1
Okay. [silence] Okay, you can go ahead and release the button.
01:00
Speaker 2
Okay, now it's flashing blue.
01:00
Speaker 1
Okay. All right. What's the light indicator not now? Okay. Let's give it time and and let me know once it turns solid red or solid pink. Okay. Can you do the five press? That was just too fast, ma'am. Five press should be not too fast, not too slow. What's the light indicator now? [silence]
02:00
Speaker 2
It's still flashing blue. It just turned solid. Uh, uh, high five, uh, five regular, one, two, three, four, five. It's two, solid, uh,
02:00
Speaker 1
Okay. Let's just observe the light indicator now. So, let's give it time to reboot. You want the light indicator now? [silence]
03:00
Speaker 2
uh, now it's flashing yellow. flashing yellow. sorry, it's flashing yellow. still flashing yellow. and now there is
03:00
Speaker 1
Case if it's staying smashing red. Okay, well, if that's the case the problem could be,
04:00
Speaker 2
uh, what's it doing? Right now it's, it's green, greenish, blue. Oh, now it's flashing yellow again. [silence] Now it's back to solid greenish, blue. And I think it's going to stay solid greenish, blue. No, it's not. Now it's flashing red. Yeah, it's flashing red.
04:00
Speaker 1
with the Ethernet cable. Uhm, so, the best thing that you should do now is, you have to secure another or a new cable. Ethernet cable. Okay. And then just. Okay. And then just give us a call back if in case that it will be the same. And when you swap the cable, man, make sure to use the same port that you are using right now. Okay. You're welcome, man. I'm so sorry for the inconvenience, but I hope you still have a good day. Take care and. Okay. Welcome. Bye-bye for now. [silence]
05:00
Speaker 2
Okay. Okay, I will see what I can do. Okay. Okay, okay, thank you for your help. That so cool. You too, thank you. Okay, bye. Bye.
05:00