V2 Rubric Detail — d7023f82-795c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:05
Duration
30m 0s
Contact
Chris Chiquoine
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00135947
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent used unprofessional and discourteous language ('navigating this bullshit'), which constitutes a critical failure under C (Discourtesy) in the auto-zero criteria.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent successfully resolved the mesh node connectivity issue through reset and re-addition, with confirmed customer satisfaction. However, technical inaccuracies in menu references and unprofessional language during UI navigation resulted in a critical discourtesy violation, warranting auto-zero despite successful resolution.

V1 Case Analysis

Customer had two child nodes stuck on solid purple/red and unable to connect. Agent guided reset of one node, used 'Add Wireless Child Node' in admin UI, and updated SSID/password. Node achieved solid blue and internet connectivity was restored. Confirmed correct WiFi name/password on iPad.

Troubleshooting Steps
  • Reset child node that was previously a parent (press reset button).
  • Waited for LED to show solid purple (ready state for Intelligent Mesh).
  • Navigated to router admin UI: Connectivity → CA router setup → 'Add Wireless Child Node'.
  • Re-entered WiFi SSID and password, saved changes.
  • Verified node LED turned solid blue and internet connectivity was restored.
  • Confirmed correct WiFi name and password on customer's iPad.
Key Observations
  • Agent incorrectly stated that solid blue indicates ready-to-pair state, but for Intelligent Mesh devices (WHW/MX/MR), solid purple is the correct ready state — this is a serious KB contradiction (led_intelligent_mesh_consumer.md).
  • Agent failed to collect model number, serial number, or warranty status, which is a significant protocol gap for mesh troubleshooting.
  • Call was inefficient due to long silences, repeated navigation prompts, and unclear instructions (e.g., 'CA router setup' not standard UI terminology).
  • Agent confused customer by referencing non-standard UI elements like 'CA router setup' and 'set up node' button, which do not match standard Linksys admin interface.
  • Despite confusion, agent persisted and the final outcome was confirmed working by the customer.
Positive Highlights
  • Persisted through multiple resets and eventually achieved a working node.
  • Confirmed resolution by having the customer test WiFi name and password on a separate device (iPad).
  • Provided a clear final recap and closed the call professionally.
Agent Errors / Gaps
  • Incorrect LED guidance: stated solid blue as ready state for Intelligent Mesh devices, but KB clearly states solid purple is the correct ready state (led_intelligent_mesh_consumer.md).
  • Used non-standard UI terminology: 'CA router setup' and 'set up node' button are not present in standard Linksys admin interface — likely confusion with custom ISP firmware or misstatement.
  • Failed to collect product model number, serial number, or warranty information despite performing advanced mesh troubleshooting.
  • Provided unclear and repetitive navigation instructions, causing customer confusion and inefficiency.
  • Did not clarify that resetting a node erases its settings, nor confirm whether the customer had default credentials.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'You got me back on the road, thank you for helping with that' and later 'Excellent, thank you'.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through reset, LED observation, web UI navigation, and node addition — all relevant and logically sequenced steps.
R3 Met Correct resolution path conf 92%
Agent chose to reset and re‑add the mis‑behaving child node rather than escalating or dismissing the problem.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent identified symptoms (LED states, node status), asked diagnostic questions about location and distance, and inferred interference from prior parent role.
T2 Met Appropriate tools / resources used conf 90%
Agent used the router’s web interface (Connectivity → Add Wireless Child Node), which is the correct tool for this Intelligent Mesh model.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that a node should be 'solid blue' after a reset ('Wait for the solid blue'). Per led_intelligent_mesh_consumer.md, the 'Ready for setup' state for Intelligent Mesh is solid purple. Solid blue indicates the node is already online and healthy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, filler ('Okay...'), and lost focus during navigation complaints.
C2 Not Met Confirmed understanding conf 97%
Agent used unprofessional language: 'Sheesh, navigating this bullshit is like finding a needle in a haystack' — inappropriate and not adapted to customer tone.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed all actions, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 92%
Agent gave specific timelines: 'wait for six minutes', 'wait two and a half minutes', and confirmed completion.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent used profanity-laced frustration ('this bullshit') — unprofessional and lacking empathy or composure.
X2 Not Met Tone & rapport conf 95%
Agent failed to adapt tone, used jargon ('CA router setup'), and expressed personal frustration, disengaging the customer.
X3 Partially Met Overall experience conf 86%
Agent reduced effort by guiding UI steps but required customer to physically move and reset nodes multiple times.
Call Transcript46 turns · 51 lines
Speaker 1
This is link Sussex, technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a link his specialist. Uh huh. Hello, Chris. This is Bala. Hello. I don't know what happened to him. Anyway, um yeah, uh you said you already reset the two child nodes, and I guess they're back to solid purple. Both of them. So, they're both solid purple now. Okay, now actually we are preparing this one because we're going to go back to your computer. And you said.
00:00
Speaker 2
i don't know what happened there. but well, so now one of them is solid purple now and the other one didn't reset because it is also solid purple. Correct.
00:00
Speaker 1
the, uh, the two check marks and the network status, right? Okay. [silence] And then, can we go to Connectivity? Now, under Connectivity, uh, on the far right, you even see here CA router setup. Okay, click that one. And you have there two field, right? Okay, now this is where you, uh, put back your Wi-Fi name. And then, uh, below that is your Wi-Fi password. And there's a tiny button there that says set up node. Click that one.
01:00
Speaker 2
Right. No? Yes. No? Yes. Okay. [silence]
01:00
Speaker 1
Okay. It's okay. It's going to do that. Uh, did you type the WiFi name and your WiFi pass... all right, great. If you look at the parrot node now, is it solid blue? Okay?
02:00
Speaker 2
You have not connected to your router. Should I hit retry or? Oh, yep. Yep, yep. It just cleared and got back to the connectivity page and it's currently loading. Yes.
02:00
Speaker 1
Now, uh, let's go back to your computer and you have a button there that says, "Add Wireless Child Node." Click it once. Let's go with "Add Wireless Child Note." Now, if you look at one of the child nodes right now, are they blinking?
03:00
Speaker 2
Okay. You know, they're both grayed out and I just said one day. I'm not. Um. I got one that's solid purple.
03:00
Speaker 1
Okay. That's fine. But what I would like to know is the child, sir. Are they blinking right now or stayed purple?
04:00
Speaker 2
One with blinking red. And on this frequency page, one of the wireless child nodes, which was grayed out, is no longer grayed: One of them is solid purple, and the other was blinking a minute ago and is blinking red.
04:00
Speaker 1
Okay, good. Now, the one that is purple, was that the original parent node, sir? Or that's the? Okay. And how far is that to the parent node, sir? The new parent node. How far is it? Is it right next to it? Ah, Okay. Uh, when I told you to bring all the child nodes, sir, uh, was it in the same location?
05:00
Speaker 2
uh, let me yeah. I believe that was the original parents. Oh, no, no. No. A couple of rings away where they've always been. Or, you know, they're configured in the same place they always been. [silence]
05:00
Speaker 1
the station with the parent node or it's on its previous location sir uh okay Okay. Now, the one that is blinking right now, uh, is it still blinking red? Okay. Yeah, yeah, the purple is the door is a pair node. Okay.
06:00
Speaker 2
I brought them all into the room next to my computer. One of, so, one of them was blue until I picked it up to look at the bottom, and now it's red. I call it red. Now I have one solid red and one solid purple. And I'm pretty sure the solid purple was the old parent. [silence]
06:00
Speaker 1
Okay. Now, the one that's solid blue, uh, we're gonna wait uh uh two minutes more sir, okay? And um that's actually been added now. Now, later on, the one that is purple, and used to be the parent node, we're gonna focus on that, okay? Because it's um...
07:00
Speaker 2
Okay, now I got one that's solid blue. And the other is still solid purple. Okay. Okay.
07:00
Speaker 1
Mm-hmm. All right. Oh, okay. So, that would mean that this is not, um, okay. All right. Well, uh, the answer to, uh, go ahead. [silence] Very disappointing.
08:00
Speaker 2
physically wrong with the node its a configuration you double check yes it is okay
09:00
Speaker 1
It's because we want the other child node which used to be a parent node only communicate to the new parent node. I'm, I'm eliminating interference. So it doesn't mean that they're unplugged. Okay. All right, anyway, let's go back to that child now, sir. And I'm going to ask you to do another reset to that child node. The one that is purple. And let's do to, uh, let's do it together. Uh, let me know if you're pushing the reset button press. Now, once you start pushing it, uh, describe to me the LED status. Is it now flickering? And is it all? Okay, it's off right now. Wait for the solid blue. And then when you see
10:00
Speaker 2
Yeah. Yeah, I understand that. Yeah. Yeah. Okay. I'm going to start pushing it right now. It flickered red a few times. It's now blank. It's off. Yes. Yeah. Yeah.
10:00
Speaker 1
[DOWNWEIGHT] [silence]
11:00
Speaker 2
Okay. Yeah. Um, you know, 45 degrees? Okay. Um, it it's it's blinking blue now. Should I unplug it and move it?
11:00
Speaker 1
I'm still here, I'll let it reboot, okay?
12:00
Speaker 2
Okay. Are you still there? Okay, okay, good. Yeah, okay, so, so I moved it. It's now plugged in 6 feet away from the, um, EarNet.
12:00
Speaker 1
All right. Okay, let's go back to the
13:00
Speaker 2
I didn't read it. [silence] Now it's solid purple.
13:00
Speaker 1
Computer, I guess you still have that option to add wireless child nodes. Okay, now I'll click it again. Just click it once. And the child node, which used to be the parent node, is it now blinking, sir? Perfect. Okay, we're gonna wait for six minutes. And, by the way, you may've mentioned that you switched this system. Can you close these extra windows? Sheesh, navigating this bullshit is like finding a needle in a haystack. The node that was used to be the parent node is not blinking, sir, is it? I'm still looking, so give me four more minutes. Bip. Yes, click this. Okay. The parent node is blinking, and the new sensor child node is now blinking. Okay. Okay, I'll go to the bottom. Where? Okay, just look for, bottom of the page, click save. You can come back. Okay, just give me five minutes to see if the new child node will appear on father. node. Okay. I just sent the messages. Hmm, okay.
14:00
Speaker 2
yeah. Yeah. Yeah. Okay. So it went great out and now it is back. [silence] blinking red. Okay.
14:00
Speaker 1
Yeah, it's, um, bridge mode. Is that the reason why you don't have internet today? Or you already switched to bridge mode to a a, a while ago? I mean, uh, was it this week or already a month ago? Oh, okay. I see. I I'm thinking it's, you know, um, okay, I thought it's uh something to do with uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh change. But, um, okay, anyway, yeah, thank you for that.
15:00
Speaker 2
I had to, a bridge mode and, um, and that then I didn't have, um, I didn't have messed up the router and I didn't have Wi-Fi. I could I love this, I love Oh no, no, this week. You know, this day. Yeah.
15:00
Speaker 1
Okay, let me just check. We're going to wait for 3 minutes more. I don't know. 4 minutes more. 4 minutes.
16:00
Speaker 2
[KEEP_UNCERTAIN] And while I didn't I had Wi-Fi, I was plugging my computer into the modem and to get internet on that computer, that way. and I've got a solid blue light on my second child node now. okay, fair enough.
16:00
Speaker 1
We're actually done here, sir. Okay? Um, now the other child node that you unplugged, sir, is that already in its location? Okay. But uh, this child node that we are adding right now, is this a bit farther from the other child node or is this closer to the parent node? I see. Okay. Oh. I see. Uh, what I meant is, uh, after uh, we're done uh, adding this last child node and relocate this one to the to its location,
17:00
Speaker 2
Right. The first
18:00
Speaker 1
okay, the child no is, it's still um, dollar Blueser okay, one minute to go . All right, that's we're ready six minute plus grab that child node, sir, and then place this where you want this to be. Okay, we're going to wait for two and a half minutes it's rebooting right now.
19:00
Speaker 2
Okay, it's plugged in and it's solid blue. Yep. [silence]
21:00
Speaker 1
Okay, and it's still blinking blue. Red, okay. We're going to wait two minutes more. Uh, no, one minute. Now, the location of this, I know this used to be the parent node, right?
22:00
Speaker 2
It's blinking red. Okay, okay.
22:00
Speaker 1
What is the location of this child node? Is this in the basement, or, kitchen? [silence] Okay. Okay, well, would you like to test the internet in this location, sir? You have a phone, a laptop, an iPad.
23:00
Speaker 2
Okay, we got a solid blue. Yeah. Yeah. Yeah. Yeah. That movie to you. [silence]
24:00
Speaker 1
Would you like to correct that or do you know how to correct that to your computer sure. Well, um, we can correct it, uh, while I'm, um, over the phone with you. Um, all right let me know if you're there, that computer. Ok, now, uh, are you still on Connectivity page right there? Uh, ok, now, uh, are you still on Connectivity page right there? Okay let's get out of there. Uh, that's not the screen where we can change it. you see a CA at the bottom sir or not anymore? okay and on the left hand side go to Wi-Fi settings yes now um yeah you have there two point four five giga hertz right now you see the name which you said it's wrong you can just erase that one now each of that below that there are dots that's your wi-fi password you can correct your wi-fi password there
26:00
Speaker 2
nope not anymore okay and I just change it now yeah yeah yeah
27:00
Speaker 1
so you already click apply right? okay uh do you want to double check that to your phone your laptop or to the computer if you're seeing the right name and Wi-Fi password okay all right
28:00
Speaker 2
Okay, let me just try that on my iPad. Looks like it worked. Yeah, yeah. Yeah. Yeah. Yep. Yeah. Seeing the right name and it's just connecting.
28:00
Speaker 1
your most welcome. is there anything else Chris? you're most welcome, sir. yeah, just a little recap. what fixed the issue is swapping the parent node and to know more about the Linksys product, you can visit Linksys.com/forward-slash-report. you have a wonderful day, okay? take care now, bye now.
29:00
Speaker 2
Gotcha, great. Excellent, thank you for helping with that. You got me back on the road, thank you. Yes, you too. Bye bye.
29:00