V2 Rubric Detail — cbbf1a40-81d7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 12:05
Duration
9m 51s
Contact
+447896301987
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#TE00137033
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node won't get online
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall31.7% (+11.7)

V2 Grader Summary

The agent made limited progress by identifying the solid red LED but failed to execute required troubleshooting steps like reset or 5-press, did not use diagnostic tools, and missed a clear escalation trigger. While some empathy and ownership were shown, the interaction lacked technical accuracy and direction, leaving the issue unresolved. Auto-zero is not justified due to partial effort, though performance was severely deficient.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer reports solid red child node and agent never confirms resolution or achieves RMA/escalation.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about cable connection and LED state, but skipped reboot/reset/5-press steps; minimal troubleshooting performed.
R3 Partially Met Correct resolution path conf 82%
Agent attempted to troubleshoot but did not determine warranty status or choose correct path (e.g., escalate for hardware fault).
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified solid red LED symptom and asked about cabling, but failed to logically sequence diagnostics or identify root cause.
T2 Not Met Appropriate tools / resources used conf 91%
No tools used (e.g., remote access, admin UI check, logs); relied solely on verbal description despite need for verification.
T3 Not Met No misinformation conf 92%
Agent said 'do not connect no cable' (double negative), gave confusing port instructions, and incorrectly implied cabling was irrelevant.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent acknowledged previous agent but continued interaction; however, call lacked clear structure and drifted with filler.
C2 Partially Met Confirmed understanding conf 81%
Agent used 'ma'am' and simple terms but failed to confirm understanding or adapt to customer confusion about cables and steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent referenced prior steps but took ownership after initial hesitation; did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed to move node near parent but did not specify next steps or timeline after that action.
O3 Partially Met Closure confirmation conf 78%
Agent claimed to have prior notes and referenced previous work, but re-asked basic setup details already implied.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Solid red LED after reset is a documented escalation trigger per velop_child_node_setup.md; agent did not escalate.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be rated as effective; critical failure in escalation judgment.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized multiple times and acknowledged frustration, but responses were scripted and lacked sincerity.
X2 Partially Met Tone & rapport conf 82%
Agent maintained pace but used excessive filler ('Mhm', 'Uh') and unclear phrasing, causing customer confusion.
X3 Not Met Overall experience conf 90%
Customer repeated information about node status and setup; agent forced physical movement without clear outcome.
Call Transcript12 turns · 15 lines
Speaker 1
Josh, hi. I've spoken to you in the past, but Sarah, um, but I mean, speaking to Van and I've been on the phone with him for an hour and a half. Could you put me back to him? Um, Thanks very much. [silence]
00:00
Speaker 2
Welcome to Linksys 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. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? Oh, yes ma'am. Kindly give me one to 2 minutes for that one, okay? You're most welcome. Hello, ma'am. Thank you for patiently waiting. All right. Yeah, I really do apologize, ma'am, but [ silence]
00:00
Speaker 1
Okay. sorry, sorry, you requested he rings me? [silence] Oh really? Have, have you seen what's gone on there? Is that you, Josh? Okay. Okay. Okay. Alright. [silence] Okay. So, okay, so I'm, I'm currently connected then to this [silence] to the [silence] set up, which is fine. So I've done that. I'm in the covered with the and the are all in their [silence] having been reset, reset, reset. So what should I do?
03:00
Speaker 2
[KEEP_UNCERTAIN] The previous technician is currently unavailable however. Rest assured that I will do my best to fix that. Mhm. So. Uh, yes, ma'am. However, currently, the previous technician is unavailable. However, rest assured that I can still walk you through how to fix this one. Ah, yes, ma'am. It's me. And yeah, I have here all the troubleshooting steps that the previous. Customer already did. Uh. Uh-huh. Uh-huh. So, uh, yes. Yes. So, uh, by the way, ma'am, what's the light now?
03:00
Speaker 1
Well, I'm not with the child. I'm with the parents. So I'm gonna head to the, I mean, I'm gonna head to the child. But so basically, I've literally just set up a new um, um, what's the word? Internet, which is the Linksys internet. Um, so I've set my Linksys app to that, but I'm not getting any of the children to the the Linksys, Wi-Fi. Does that make sense? No? Okay, so now I'm heading to the problematic child. Um, and it is red, solid red.
04:00
Speaker 2
on this problematic child node. Yeah. Thank you so much for that. Yeah. Thank you so much for that information. Mhm. Solid red. And I assume this child node is
04:00
Speaker 1
εντicks yes yes it's yes ok, I mean it was I mean we set it up so that it was so that it had paired with the parent but it's it's now you once I moved it to its new, you know, to its proper location, it has now lost that. So it piled very greetily and it's proper in its new location and then it lost the settings and went back right again.
05:00
Speaker 2
s word directly to the main one. Is that correct? And can you check the cable? So, just to confirm, is the ethernet cable coming from the main node is plugged in into the internet port on the child? All right. So, uh, just to confirm as well, ma'am, this child node is wired directly to the parent or main node, correct? Mhm. Mhm. So, uh, so basically, uh, there are just two, two nodes for this main node, which would not cause any issue for this particular node. So, wa, I do see that, uh, this node does have an interconnection via, uh, uh, what cable was that plugged in into the, um, uh, port? It was the ethernet cable, wasn't it? How come these two are not different from the same dealers? These nodes, ma'am. Okay, so that is why, so these two are represented by the same, uh, uh, uh, uh, uh, manufacturing company? Correct, mm-hmm. All right, so because of that, I do not think that there would be any kind of issues. But there are some issues that I've read, ma'am. It's only with the Nefle. Yes, you did put a, sorry. Yeah. You did put a, uh, uh, uh, uh, uh, uh, problem, uh, computer. Is that correct? Mm-hmm. Yeah. So, um, is this an ethernet cable problem? I don't want to get a place to these replacements. Because is it a child node problem? Mm-hmm. Mm-hmm. Mm-hmm. Okay. All right. So old Node is this one that we're going to be manually setting up as well, is that right? Actually, no, I meant, my apologies, ma'am, the new Node. Ah, the cable plugged into the IINP port? That is correct. I understand. Mm-hmm. mm-hmm mm-hmm. And where's the ethernet cable plugged, the Warner? Network? Network. Mm-hmm. And that is the Warner? So, that is coming from the Interpline, right? Mm-hmm. Google. Lane. So, excuse me, ma'am.
05:00
Speaker 1
Right now, it's showing solid red, but since I haven't changed the Internet to Elinks Internet, I haven't really done it. I haven't repaired the child. I've got two children and I have not repaired either of them. No, it's never worked.
06:00
Speaker 2
Typically, this child node can be added back to the network once it is located next to the main one and once it has been relocated to its designated location. It will just show solid red or flashing red. Is that correct? Mm-hmm. Mm-hmm. I see. And by the way, ma'am, was this specific child node working fine before or is this the first time dead? All right. Got this one. So, yeah, I really do apologize for this one, ma'am, since the light on the child node is still showing solid red. Is it possible to move it back to the main one because we might need to try to connect this one.
06:00
Speaker 1
Sure. So I'll take it take it out, unplug everything and take it back. Okay, right. Okay. As you, I mean, you probably don't remember me. Yeah, it's a long way from one to the other. So you have to bear with me while I walk there. Yes, it is. Yes. And I managed to get one node sorted out. So I've got, I mean, I think you told me that I would be able to connect my, my old sync to WHW 01 for this and your colleague said I it would it's not a good idea. Anyway, let's get this one sorted first. So I did have one connected, but I don't know whether it still is. Should I plug this in? I'm now with the parent. I'm sorry, no, I don't understand you. So, am I plugging it into the mains electricity or not? Yeah, Okay. That's done. Well, I never have. I've never done that. I've never connected them by cable. So, the child, the child is plusing blue. Uh, The child is plusing blue.
07:00
Speaker 2
Yes, ma'am. And also this time, just move or plug it directly to the main node, don't like ward it, okay? So because we are going to add it wirelessly to the network this time. Oh yeah, kindly plug it now onto the main electricity or power outlet. However, so, however, ma'am, thank you so much for that one. So, however, this time, do not use like do not connect no cable to the main one and to this child node, okay? So technically All right, thank you so much for that one. All right. So yeah. Cool, but it's still flashing blue. All right. That indicates that the child node is still booting up, so let's observe it for a while. Whether or not, even though they're near each other, their blue lights are flashing. [silence] at 34 minutes okay thank you uh... i i see so your current uh... i i i
08:00