V2 Rubric Detail — cb272e6a-6544-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 03:22
Duration
7m 45s
Contact
Terrance Mcquire
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133065
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent connection on wired and wireless device
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoids systematic troubleshooting and proposes an unsupported workaround instead of following KB procedures, indicating an attempt to bypass proper resolution.

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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any structured troubleshooting, provided technically inaccurate advice contrary to KB guidance, and did not establish clear next steps or ownership. The interaction was disjointed, lacked empathy, and introduced confusion, resulting in no progress toward resolution. Auto-zero applied due to avoidance of standard procedures.

V1 Case Analysis

Customer reported intermittent connection drops. Agent suggested invalid topology change—making a child node the new parent by physical swap—without model confirmation, reset procedure, or verification. No resolution achieved.

Troubleshooting Steps
  • Agent suggested resetting a child node (no procedure given).
  • Agent instructed customer to connect child node directly to modem and treat it as new parent (technically invalid).
Key Observations
  • Agent assumed mesh topology (Velop) without confirming product model or family.
  • Agent proposed a technically invalid solution: promoting a child node to parent by physical swap, which contradicts Linksys KB guidance for mesh node recovery/replacement.
  • No standard mesh recovery procedure (e.g., 5-press, app-based removal/addition) was followed.
  • No verification of outcome or next step was provided; call ended abruptly with customer confusion.
  • Agent failed to collect essential product information (model, serial) despite the need for model-specific guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Proposed a non-standard and technically invalid solution: reconfiguring a child node as the new parent by physical swap without reset, pairing, or app intervention (contradicts universal_mesh_node_management.md and velop_child_node_setup.md).
  • Failed to confirm product model, serial number, or topology before giving technical advice.
  • Did not follow any KB-backed mesh node recovery or replacement procedure.
  • Did not verify customer access to the Linksys app or web UI before suggesting configuration changes.
  • Provided no step-by-step instructions for reset or reconfiguration.
  • Failed to verify outcome after suggesting major network changes.
  • Did not set expectations, summarize steps, or provide a next step or escalation path.
  • Allowed customer to proceed with unclear action ('swap the child mode') without confirmation of understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent suggests reconfiguring a child node as parent but never confirms resolution or verifies success; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No structured troubleshooting (e.g., power cycle, LED check, modem test); agent jumps directly to unverified node reconfiguration.
R3 Not Met Correct resolution path conf 93%
Suggests making a child node the new parent without following documented Velop procedures or assessing firmware/hardware status.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Fails to identify specific symptoms or ask diagnostic questions; assumes solution without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 92%
No use of tools (web UI, speed test, logs); proceeds based on assumption rather than data or customer verification.
T3 Not Met No misinformation conf 94%
Advice to 'configure child mode as new parent' contradicts KB: parent role requires proper setup, not ad-hoc swapping.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, unclear transitions, and poor control; conversation is fragmented and reactive.
C2 Not Met Confirmed understanding conf 92%
Uses unclear terms like 'child mode' and 'swap Vlms'; fails to confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Proposes a change but does not own outcome, document steps, or ensure follow-through; abandons resolution path.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up commitment provided after suggesting node reconfiguration.
O3 Not Applicable Closure confirmation conf 86%
No prior case history or handoff context is evident in the transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 89%
No escalation occurs and no escalation trigger (e.g., hardware fault, repeat issue) is present in the interaction.
E2 Not Applicable Escalation prep & handoff conf 89%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Minimal empathy shown; generic remark about inconvenience without acknowledging customer effort or frustration.
X2 Not Met Tone & rapport conf 91%
Agent does not adjust pace or clarity; customer expresses confusion ('wait, you said you want me to swap these Vlms?').
X3 Not Met Overall experience conf 90%
Customer must seek clarification repeatedly; agent introduces confusion by using incorrect terminology.
Call Transcript6 turns · 7 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. [silence] Hello? [silence] Hello? Yes, Paul again, sir, from Linksys Technical Support. Yes, I hope we're just with the inconvenience, sir. I don't know what happened, why the call got disconnected. Yes, but it looks like that your connection yeah, it actually dropped. Yes, I was getting the time out. Yes, that's like uh uh, request timeout. So it indicates that that the connection really drops. What do you think about this one, sir? Is it okay with you, sir, if we will do like uh a reset uh uh on one of the nodes, sir? Then we will configure it as the new parent node. So for the new parent node, it's just leave it as is. So let's just configure one of the other of the child node as the new parent node. Is that okay? Yes, so at least if uh we are unsuccessful then uh we still have the original parent.
00:00
Speaker 2
I'm here. No problem. Yeah.
00:00
Speaker 1
[KEEP_UNCERTAIN] Okay, so which we can just plug in. Yeah, if. Yeah, in case something happens. Okay, if we are not not successful with the child. Yeah. Can you get to the child mode? Yeah, one of the child mode. Okay. [silence] [silence] do you have now the child mode?
01:00
Speaker 2
Okay. I'll I'll reset the loading logs.
05:00
Speaker 1
and just swap sort of the current mode so just connect the child mode directly to the modem yes sir yeah configure that child mode as the new parent node yeah rather than resetting the parent yeah let's just configure that child mode as the new parent node.
06:00
Speaker 2
[silence] [silence] [silence] wait, you said you want me to swap these Vlms? [silence] Okay. All right. [silence] Okay.
06:00