V2 Rubric Detail — cd400642-7fa0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:26
Duration
15m 48s
Contact
409-553-6279
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00090709
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated 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

Resolution4.06/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall69.4% (+49.4)

V2 Grader Summary

The agent successfully resolved the issue by using the 5-press method to pair the MX8500 child node, confirmed by the customer stating 'you got me online' and the node showing solid blue. However, technical accuracy was limited by the failure to use the web UI for diagnostics (T2 Not Met) and the misidentification of LED colors (T3 Partially Met). Communication and call control suffered from long silences and ambiguous phrasing, though ownership and escalation judgment were sound.

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 Met Issue actually resolved conf 98%
Customer confirms 'you got me online' and the child node stabilizes to solid blue, indicating full restoration of connectivity.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided the 5-press reset and repositioning, but skipped foundational checks like modem-WAN connectivity or dashboard verification that are standard in KBs.
R3 Met Correct resolution path conf 95%
Agent pursued troubleshooting first, only mentioned replacement as a fallback, aligning with policy for in-warranty devices with connectivity issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED and attempted reset/relocation, but failed to ask about WAN status, ISP outages, or parent node internet connectivity as required by velop_wifi_connectivity.md Step 2.
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use the local web interface (http://192.168.1.1 or http://myrouter.local) to verify internet status or WAN port speed, which is a primary diagnostic tool in velop_wifi_connectivity.md Step 4.
T3 Partially Met No misinformation conf 93%
The 5-press method is correct for MX8500 (universal_5press_models.md). However, the agent's discussion of 'pink' LED is not supported by the KB; Intelligent Mesh models use purple for setup and red for errors (led_intelligent_mesh_consumer.md).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control and gave next steps, but long silences, fragmented pacing, and lack of agenda framing disrupted flow.
C2 Partially Met Confirmed understanding conf 85%
Used simple terms but introduced confusion with 'press release' instead of 'press and release', and did not confirm understanding after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through on resolution without deflecting responsibility.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: perform 5-press, wait 3–5 minutes, then relocate. Also collected contact info for record-keeping.
O3 Not Applicable Closure confirmation conf 100%
No prior case history documented or referenced; this was a first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation needed — issue was resolved through L1 troubleshooting, and no escalation trigger (e.g., hardware fault, repeat contact) was present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; customer issue was resolved during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Offered brief apology and thanked customer, but empathy was generic and not tailored to frustration or history of repeated effort.
X2 Partially Met Tone & rapport conf 85%
Maintained engagement but did not adjust for customer’s confusion about LED color or product age, missing opportunities to align tone.
X3 Partially Met Overall experience conf 88%
Customer had to move node physically and repeat actions; agent could have reduced effort by suggesting web UI diagnostics instead.
Call Transcript28 turns · 30 lines
Speaker 1
Can you hear me okay? Okay, I have a the Wi-Fi 6E Tri-Band system and one of the nodes is showing up red and it's making my communications have a problem.
00:00
Speaker 2
Welcome to Lenksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while and of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hello, thank you for calling Lindys's technical support. This is Truman. How may I assist you today? [silence] Hello. Hello, thank you for calling LinkedIn's technical support. This is Truman. How may I assist you today? Ah yes, I can hear you, sir. Mhm.
00:00
Speaker 1
Let's see. The model is the MX 8500. And the serial number is 43F10M38B06850. I have three of these big ones. I have a bunch of small ones, but I'm just calling about this big one. I've been with you guys for some time.
01:00
Speaker 2
I do apologize to hear that one sir. But yeah, no, let me assist you with this concern. Before you proceed, sir, kindly provide the model number and a serial number of this child node. Yeah, Yeah. Mm-hmm. Okay. I see, get it. Alright, let's put up here. And how many roll do you have there again? Mm-hmm. Okay.
01:00
Speaker 1
I've. I just keep adding to my network. It's just occurred in the last day that this is uh problem. I the only, yeah, the only, I did the manual reset and then that didn't do it, so I unplugged it and brought it to the uh same office as the master uh and so I could talk to it and that nothing's talking yet.
02:00
Speaker 2
Alright, got it. Uh Then how long have you served heard that this child node dedicated to your network. Um I see. And what troubleshooting have you done so far with that, um child node sir. Uh Mm. All right. You mentioned that [silence]
02:00
Speaker 1
I did. Maybe four or five seconds. But it was on location. It wasn't in my office where the master is. It's spectrum. About three feet. I just, I moved it. Yeah, I can.
03:00
Speaker 2
You manually, reset this child remote, sir. Did you mean you press and hold the reset button of this child service? OK. How long did you hold the reset button? Mm-hm. Oh. All right. No worries. OK. And also, so lastly, may, know, who is your internet service provider? Sorry. Spector. OK. And how far is this child remote now from the, em, main remote or from the main tower? All right. Let's Mm. So you just, move it closer. To the parent.
03:00
Speaker 1
You want it closer than that? Okay, what would you like me to do? The pro the color is pink.
04:00
Speaker 2
[silence] Can you tell me what's the light status again? Is it solid pink or a magenta? Yes. Okay, I think I got it. All right. And also, sir, just to set the proper expectation to you, upon checking here on the records, your device was already at quality last 2025 and we can provide you a troubleshooting for this router and but if ever your device is not working anymore or it's unable to pick up the network then we are going to recommend that you will be requesting for a replacement.
04:00
Speaker 1
okay okay on the main note not the child no okay okay press release [silence]
05:00
Speaker 2
Sorry, we couldn't provide a replacement or refund for this router. But we can assist you on how to troubleshoot it. So, we'll add this child note server back to the network. So, the next step you need to do, sir, is, can we press the reset button of the main node. But you need to press it five times. Like press release, press release for five times. Not too fast and not too slow. Yes, yes. On the main node. [silence]
05:00
Speaker 1
Okay. It went white right now. And now it's blinking. Blinking. The, the main, the main is blinking. Now it went back blue. Still, it's blinking pink. Yeah, it's, now it's, it looks like it's talking. And yeah. Yeah, while you're doing, while we have
06:00
Speaker 2
all right. all right, it's now solid white. IRA. how about the child node? alright. it means it is now communicating to the main node. so, now, let's just wait there for about three to five minutes until um the child node done communicating with the main node. and while waiting, sir, kindly provide your first and last name and also your email address. let me pull up your record here.
06:00
Speaker 1
Um, can you tell me about your latest product? Is you have something where you know newer, more sophisticated Dell? The next one was DX85, wasn't it? I have the, I'm looking at the DX8500. That's what's on my model. Now, I did, I had the others too, but the last three are the DX8500.
07:00
Speaker 2
All right. So, the latest product that we have right now in the market is the MX 6200. It's 6200, sir. Right. Yes, you have that model.
07:00
Speaker 1
[mumbles] [silence]
08:00
Speaker 2
I remember the 8, five. but the latest that we have is the 6,200. Okay, let me double check. Oh, I see. Let's wait here for a minute or two just to confirm that it will stay solid blue. Mhm.
08:00
Speaker 1
Should I take it to location. Yes. Okay, I'll be right back to you. Uh, don't hang up. I want to find out. I'll, I'm going to go. I'll just take the phone with me. Uh, okay. Hang on a second. Okay. I hope I can remember that. Uh, Thank you. [silence] May be time. [silence]
09:00
Speaker 2
All right. So the life status is solid blue. All right. So yeah, you may relocate this child node, sir. All right.
09:00
Speaker 1
So, there's a pending email invite on here. I got Sam on the phone. Okay. I have it on location and plugged in. It's blinking blue. So, we'll give it a moment. Okay. [silence]
10:00
Speaker 2
Yeah, let's give it about two to three minutes until it's done rebooting or setting up.
10:00
Speaker 1
Now it went red and blinking red. [silence] It's still blinking red. Now it's blue. Okay. Good Wi-Fi. Photo settings. Good to... I'm connected to that. Right. That's where you want to... You're connected. Okay. Okay, we should be good then here. Okay. Okay. So tell me about the MX6200.
11:00
Speaker 2
mhm yes sir so since you already connect this child node and have a stable light then yes you're good to go sir all right so is there uh all right yeah the MX 6200 00 is the smaller version of this other that you have, but that is a cognitive mesh compared to this mesh that you have. it is intelligent mesh. so, and also double-check this one here. they have different, uh, I mean, the same features, like they are the same Wi-Fi 6e. and we do have Wi-Fi 7, but For that, we can't guarantee if it's still available in the market, the MDE 7000.
12:00
Speaker 1
But maybe, can you tell me how old, how long I have had them? 2024. 2022 are the 8500s. Okay. Um, so, is the 6200 your newest design or is it something else? Okay. I will
14:00
Speaker 2
hmm. I see. You're right. So, you have this router since 2022, sir? Ah, 2022. Yes. This is something else. There is a new design, but I think it's not available anymore in the market. You can try to check it on our website, sir. You can go to www.linksys.com/support and you will see there the products that are available.
14:00
Speaker 1
I will do that. Uh, thank, thank you for your help. You got me online. I appreciate that. You Linksys has always done a good job for me and I appreciate having this uh ability to call an expert and get my problems handled quickly. So, uh I didn't realize my product was uh four years old. I will look at potentially uh maybe bring in something newer. Uh but thank you again. Yeah. All right. You too. Bye.
15:00
Speaker 2
all right, you're welcome, Sir, and also thank you so much for your cooperation during the process. Have a good one by friend.
15:00