Call Detail: d790ccc6-81b7-11f1-9

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Call Start

2026-07-17 08:16

Duration

30m 32s

Contact

+85298718606

Issue Type

WiFi Connectivity

V2 Outcome

Partial Resolution

V2 Band

Needs Improvement

Agent & Case Context

Agent

Xiangjie Zhang

HappyFox Case

#LTS00137595

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: MX4200 SSID十幾秒內不斷消失又出現

V1 Rubric Scores

Resolution2.00/5

Accuracy2.00/5

Communication2.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.8/5

V2 Rubric Scores

Resolution2.19/5

Technical0.62/5

Communication1.25/5

Ownership4.00/5

Escalation5.00/5

Customer Exp0.00/5

Overall41.4% (-14.6)

V2 Grader Summary

The agent performed a factory reset that temporarily stabilized the connection but skipped all foundational troubleshooting steps required by KB. The interaction is auto-zeroed due to critical technical inaccuracies, including references to non-existent UI elements and unsupported claims regarding region settings and speed. While ownership was demonstrated, the interaction lacked technical accuracy, clear communication, and a verified resolution.

V1 Case Analysis

MX4200 Wi-Fi dropping every ~10s. Power-cycled, accessed 192.168.1.1, changed SSID settings via incorrect 'CA Loader Settings' path. Connection stabilized temporarily but underlying issues (channel width, DFS) not addressed per KB. No model/serial/warranty verification.

Troubleshooting Steps

Power-cycled router by holding power button for 15 seconds
Accessed router web UI at 192.168.1.1 with admin/admin credentials
Incorrectly navigated to 'CA Loader Settings' instead of Wireless settings
Changed SSID settings to combined name then separated bands
Observed temporary connection stability for several minutes

Key Observations

Critical protocol failure: no model, serial number, or warranty verification despite hardware issue
Material accuracy error: directed customer to non-existent 'CA Loader Settings' instead of correct Wireless settings path
Unsupported advice: suggested changing region to 'United States' for speed improvement, contradicting KB
Inefficient handling: relied on temporary stability observation rather than KB-mandated validation (channel width, DFS, device overload)
Communication hampered by excessive filler words and unclear UI navigation instructions

Positive Highlights

Power cycle may have cleared transient fault ([02:24])
Successfully guided customer to router web UI at 192.168.1.1 ([07:49])
Verified network status showed 'Connected' (green) in router interface ([12:46])
Completed SSID reconfiguration as requested by customer ([14:03], [22:45])
Observed temporary connection stability during call ([28:21])

Agent Errors / Gaps

Failed to collect essential product information (model, serial, warranty) — protocol violation
Provided factually incorrect UI navigation ('CA Loader Settings') — materially inaccurate guidance
Suggested unsupported region change for speed improvement — potentially harmful advice
Skipped KB-required Wi-Fi drop diagnostics (channel width, DFS channels, device overload assessment)
Did not validate fix with extended monitoring or multi-device testing — resolution unconfirmed
Used excessive filler words ('um', 'ah') and lacked structured call control

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 85%

Customer states 'For now, it seems the issue is resolved' and reports no disconnections for a minute, but agent never confirms long-term stability or verifies resolution across all devices; issue may be temporarily masked by factory reset.

R2 Not Met Diagnostic thoroughness conf 92%

Agent initiated a power hold (factory reset) without first conducting basic troubleshooting (e.g., power cycle, firmware check, channel width, interference) — skipped logical diagnostic sequence and jumped to a nuclear option.

R3 Met Correct resolution path conf 90%

Agent pursued troubleshooting path (reset and reconfigure) appropriate for an in-warranty, in-service router with persistent WiFi drops; did not dismiss based on age or warranty status.

Technical Accuracy

T1 Not Met Technically accurate info conf 93%

Agent failed to ask about firmware version, device count, interference sources, or wired performance; did not isolate root cause and skipped standard diagnostic steps outlined in KB.

T2 Partially Met Appropriate tools / resources used conf 88%

Agent used the web interface (192.168.1.1) appropriately, but failed to use available tools like firmware check or channel congestion analysis; over-relied on reset without prior data gathering.

T3 Not Met No misinformation conf 95%

Agent referred to non-existent UI elements ('CA', 'RouterLockBand'), misidentified device model as 'VE-LOP' (customer stated MX4200), and provided unsupported claim that region settings affect speed — materially incorrect technical guidance.

Communication

C1 Partially Met Clear & professional language conf 87%

Agent maintained basic control and guided next steps, but used excessive filler words ('um', 'yes yes'), lacked clear framing, and transitions were disorganized.

C2 Not Met Confirmed understanding conf 94%

Agent used unclear terms ('VE-LOP', 'LOUTER', 'CA', 'RouterLockBand'), did not confirm understanding, and failed to adapt language despite customer confusion and repeated clarification requests.

Customer Ownership

O1 Met Ownership & empathy conf 96%

Agent stayed on the case, performed hands-on troubleshooting, and did not transfer or abandon the customer.

O2 Partially Met Proactive follow-through conf 85%

Agent mentioned registering the case and a survey but did not set clear next steps or timeline for follow-up if the issue returns.

O3 Not Applicable Closure confirmation conf 100%

No prior case history; this was the first contact.

Escalation Judgment

E1 Met Correct escalation decision conf 90%

No escalation was warranted — agent performed troubleshooting (albeit flawed) and issue appeared temporarily resolved; decision not to escalate was reasonable.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred and none was required.

Customer Experience

X1 Not Met Customer effort minimised conf 92%

Agent did not acknowledge customer frustration, repeated effort, or history; interaction remained transactional and procedural.

X2 Not Met Tone & rapport conf 93%

Agent did not adapt tone or pace to customer’s confusion; used jargon and filler words, leading to repeated customer clarification and disengagement.

X3 Not Met Overall experience conf 91%

Customer had to repeat information, clarify steps, and troubleshoot UI navigation alone — agent did not reduce effort or streamline process.

Call Transcript124 turns · 165 lines

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