V2 Rubric Detail — d9058bc2-749d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:07
Duration
30m 3s
Contact
Nick Rahn
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership4.29/5
Escalation4.00/5
Customer Exp2.50/5
Overall60.2% (+24.2)

V2 Grader Summary

The agent appropriately escalated a complex, recurring mesh failure after reasonable L1 troubleshooting and continuity checks. While technical accuracy and ownership were maintained, empathy and effort reduction were only partially met, and full resolution was not achieved. The escalation decision and execution were sound, warranting an 'Appropriate Escalation' outcome.

V1 Case Analysis

Customer reports mesh network instability; nodes disconnect daily. Agent toggled channel finder off, requested logs, and escalated to Level 2 without obtaining model/serial or confirming a fix.

Troubleshooting Steps
  • Asked customer to toggle off Channel Finder in the Linksys app
  • Requested network logs via the Diagnostics/Network Administration tab
  • Checked firmware version for wired nodes
  • Attempted to change parent node configuration (already done by customer)
  • Escalated the case to Level 2 and collected a callback number
Key Observations
  • Agent never collected model number, serial number, or warranty status despite the issue being hardware-related.
  • Provided an incorrect email address (routerinfo@linksist.com) for log submission.
  • Repeatedly gave unclear instructions (e.g., "Milo" off, multi-link operation) causing customer confusion.
  • No verification that the issue was resolved; call ended with escalation only.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected a callback phone number for follow-up.
  • Attempted to gather logs and check firmware versions.
  • Escalated the case to Level 2 as per protocol for unresolved hardware issues.
Agent Errors / Gaps
  • Did not obtain product model or serial number.
  • Gave wrong email address for log submission.
  • Misnamed a feature as "Milo" (likely meant MIMO) and gave ambiguous instructions.
  • Failed to confirm whether the network issue was resolved before ending the call.
  • Provided vague next steps without a clear timeline.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports one wireless node offline and network instability persists; no resolution was achieved by the end of the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through disabling Auto Channel Finder and Multi-Link Operation, checking firmware, and sending logs, but skipped foundational troubleshooting like modem reboot or WAN speed test despite recurring crashes.
R3 Met Correct resolution path conf 95%
Agent correctly initiated escalation to Level-2 after confirming repeated failures, prior resets, and previous L2 endorsement, aligning with escalation triggers for unresolved mesh instability.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (nodes dropping, red lights) and asked about resets and topology changes, but did not probe ISP status, WAN connectivity, or perform systematic root cause analysis as required by the universal_escalation_guide.md (Step 1/2).
T2 Partially Met Appropriate tools / resources used conf 85%
Agent appropriately used app and web UI to collect logs and verify settings, but failed to use or request critical tools like remote diagnostics or modem/WAN testing that were necessary given the recurring issue.
T3 Met No misinformation conf 95%
Instructions to disable Auto Channel Finder and Multi-Link Operation (Milo) are technically accurate for mesh stability; firmware verification and log collection are standard procedures. No KB contradictions found.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set brief expectations (“five to six minutes”) and maintained control during technical steps, but multiple long silences and unclear transitions disrupted flow.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'multi link operation' and 'network administration' without simplification; comprehension checks were minimal despite customer confusion over app vs browser steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, referenced prior history, confirmed callback number, and initiated escalation without transferring responsibility prematurely.
O2 Partially Met Proactive follow-through conf 85%
Agent confirmed callback number and promised escalation, but did not specify when customer would hear from L2 or what next steps to expect.
O3 Met Closure confirmation conf 95%
Agent referenced the five-month-old case and prior L2 endorsement, avoided re-asking basic questions, and built on existing troubleshooting history.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision was justified: recurring crashes, prior L1 efforts, previous L2 referral, and hardware-level instability meet legitimate escalation triggers.
E2 Partially Met Escalation prep & handoff conf 85%
Escalation was initiated and logs were sent, but agent did not inform customer of escalation reason, expected timeline, or what L2 would do next.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer’s history (“you already reset all your nodes”) and remained professional, but never explicitly validated frustration or apologized for repeated issues.
X2 Partially Met Tone & rapport conf 80%
Agent stayed solution-focused and adjusted after call drop (“no worries, I’ll call you immediately”), but maintained a rigid technical pace without adapting to customer’s need for clarity.
X3 Partially Met Overall experience conf 80%
Agent reduced some effort by using existing logs and history, but required customer to toggle settings twice, resend logs, and switch devices unnecessarily.
Call Transcript47 turns · 50 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling me, Susan. This is me. How can I help you?
00:00
Speaker 1
representative. Would it be helpful if you just started by pulling my record? Good. I don't I just want to solve the problem. It does I don't care who it is. Uh when I talked last time they said, hey, if this continues, you're probably going to need, you know, need need to elevate this because we had done all the basic firmware updates and and you can probably see in the record everything that we've we've kind of been through. Um but the the network still kind of crashes daily. Mhm Sure. Yeah, yeah, um so the the network will crash, I mean now it's like several times a day. Uh and it it'll be one node.
02:00
Speaker 2
A eye. And, in fact, while you're talking, I was able to pull it up here in my end. You wanted Lifewell to the technician. Okay. Since your record was already five months ago, what happens during these five months? Can you elaborate it? Like, what's specific? Go ahead.
02:00
Speaker 1
node will disconnect and if you can get to it fast enough and power cycle it maybe the network will stay online but now it just seems like the whole thing goes down and so then you you know you unplug you know that light goes red you unplug and all the nodes and the whole network and then you know start with the parent node turn it you know power and back up and and the network will come up but it it just doesn't it doesn't stay up yeah yeah and I you know sometimes the network would stay online for up to a week
03:00
Speaker 2
So, it's happening several times a day, and then during this past five months, the internet still goes down, and it's working back when you try to power cycle the nodes. It will go back to blue, but then the issue remains after, right?
03:00
Speaker 1
And given the amount of time that it takes every time I call, I'm like, okay, maybe there'll be a firmware update or it'll just get better. But now it's several times a day. Uh, and so it's, you know, if it's going to crash once a week, I don't need to call and deal with it much. Uh, but if I call, if it crashes daily, it doesn't make sense to be on the phone. Uh, since we uh, since we've been on my, on the phone, my one of them dropped.
04:00
Speaker 2
uh uh content uh yeah indeed so um before your case will be escalated there are things that needs to be done still but i will provide you your ticket number later on so that if ever after this one if by tomorrow after a day or two same issue happens you can uh call us back and yeah we can then endorse your ticket to our level two technician and um for now as of now this eight nodes that you have they're all working online right as of the moment right now okay
04:00
Speaker 1
I mean, like, no, no, I mean, I'm sitting in, this is, so the installation, this isn't a larger property. Uh, so, hence the need for the eight nodes. Six of the eight nodes are hardwired back to the parent node or five are hardwired back to the, and then there's two that are connected via the MRE method. Uh, and so I just, I pulled up the app thinking that you might need serial numbers and that kind of stuff. And it's telling me one of the nodes is offline. I can go power cycle that, but I, I don't know if you able to witness that problem might help. Uh, because it I haven't I can't find any behavior or condition. It's not like it's always 10:00 when the network fails, or it's always when this device is on or, you know what I mean? There's no rhyme or reason to it or that I've been able to find at least.
05:00
Speaker 2
But is it back online? Mm-hmm. Mm-Hmm. Okay. So, yup.
05:00
Speaker 1
[silence] okay. Mhm. Okay. All right. Okay, thank you. It is. Thank you very much. It is. Yeah. Yeah. Oh, absolutely. Yeah, yeah, ages and history. Yeah. Uh huh. Yeah. And uh
06:00
Speaker 2
one thing I also uh i checked further your case here and it was already endorsed to a level two technician before. so let me just uh communicate to our level two department regarding your case to escalate it uh already to a level two. I'll be right back then. uh it may take me five to six minutes but I'll be right back okay. just in case we'll be disconnected, is this the best call back number? 972-922-0325. is that the right one? are there a number and? just to confirm because uh the last technician that you spoke with um stated here that you already reset all your nodes. is that correct? you already reset. okay. and mm-hmm. did you try to configure one of the extender as the main node as well? like you swap the nodes?
06:00
Speaker 1
Oh, yeah, yeah, yeah. Uh, and, yeah, yeah, one of the extenders. Yeah, switch which one was the parent. Yeah, we did that. Um, okay. Right, thank you.
07:00
Speaker 2
you already did that okay all right that's mm-hmm okay all right then just stand by i'll be right back thank you [silence]
07:00
Speaker 1
Hey.
10:00
Speaker 2
[silence]
11:00
Speaker 1
Okay. What do you need to do? I do. Okay. Yeah. Yeah, I'm logging in now. Hold on.
12:00
Speaker 2
I was able to discuss your ticket already to our level 2 technician and since your previous call was five months ago, we need to gather again data on your linksys router and aside from that, we also need to change some settings to it. but rest assured if ever same issue happens, we will then escalate your case, okay? Do you have a computer? we need to log into the router settings to check everything. So just open there browser and then let me know once you're ready. So you can Okay, perfect. Do you have your browser open? for the fast forwarded, we shall, if I checked it, we would say a hangling. Uh, but you still have access to your
12:00
Speaker 1
Yes. Yeah, yeah, yeah, of course. No problem. Yeah, yeah. And I went ahead while I was on hold and I rebooted the nodes that were offline. Okay, I'm in the app. It Auto channel finders. on. Do you want me to turn it off or?
14:00
Speaker 2
App Nick, Linksys app. Okay. Can you open it while we're waiting for that password reset? I mean for the app. [silence] Okay, just go to top the three lines in the upper left and go to Wi-Fi settings. [silence] And under Wi-Fi settings, you'll see there advanced Wi-Fi settings. And then go to channel finder. Kindly check if it's toggled off there. The auto. Okay. [silence] Kindly switch it off. [silence]
14:00
Speaker 1
Yeah, okay. [silence] Okay. [silence] Okay. [silence] Oh, and I am logged on in the from the browser on my PC now. Yes. So, [silence] where am I doing that? Am I doing that in the app or am I doing that in the browser? Okay. Oh, network administration, got it, got it. Okay.
15:00
Speaker 2
Okay, that should be toggled off because that feature will run in a specific, I mean on your random time it will, gonna auto search for a good channel. So let's just leave it off for us to see if that's the reason why your system drops all of a sudden. So you can go back now and kind of go to administration network administration. Rob you're starting to face perfect. All right, so uh Linksys app still Linksys app you can go to or
15:00
Speaker 1
I see. There's a diagnostics tab that. All right. Yeah, yep. All right. So now the diagnostic information by just as a detail is clicked off, but I can still click to send network logs. It sure it's any any message I should include or just send it OK. OK. All right.
16:00
Speaker 2
And you can tap there. Can you see the, um, the because you need to send us the logs under network administration. Can you see there send network logs or network log. Yeah, under diagnostics, you can tap that and send my network log. [silence] Just the network logs. Uh-uh, no need, you can just automatically send it.
16:00
Speaker 1
All right. It's there. Okay. Uh nod Nodes automatic firmware router password hint. Time zone IP details. Um at least here there isn't a uh a but I do, I know that my Milo is on by the way, but I don't think it's under this tab or um there's a ah, Wi-Fi settings not network administration. All right. Wi-Fi settings advanced Wi-Fi settings. Um Oh, oh, Milo's
17:00
Speaker 2
All right. perfect so let's also make sure that multi link operation of your link is already turns uh it's already off. Try to check their multi link operation if it's off still under network administration. Okay. yeah it's under Wi-Fi settings. Can you go back instead to Wi-Fi settings? Yeah, uh-huh.
17:00
Speaker 1
So shut Milo off. Okay. All right. Oh, it's going to restart the Wi-Fi. It might disconnect us because my phone has a repeater that goes over the Wi-Fi. Uh... At least it says saved. I don't know if it restarted the network or not, but it says saved. All right. Sorry. I think the I think the uh when it rebooted, I it it paused our call. Uh, so anyway, I'm now, can you repeat that? Connectivity is where I lost you and then you came back.
18:00
Speaker 2
Yes, let's also have that one off. No worries, I'll call you immediately. So, if the status is already toggle off there, you may now focus on your computer. And then you can go to connectivity tab. Under connectivity, you can tap there details on on the lower right side.
18:00
Speaker 1
Okay. Okay? Oh, got it. Sorry. Um, okay? Uh, well, so right now, when we made those changes, it, uh, I can see all seven of the, uh, wired, uh, or all six of the wired nodes. Uh, but when we turned off Milo, the two, um, uh, wireless nodes dropped off the network. Um, so uh, yeah, right now. I, I'm sure they're up to, I'm sure they're up to date though.
19:00
Speaker 2
Andy, quickly tap their connectivity and go to a details. It's under basic on the lower right side details. And the firmware version there the firmware is it showing all up to date? Can you see all eights? I that. M. Yes. So you can see the firmware
19:00
Speaker 1
I can see the firmware for the six nodes that are connected, but the the wireless, okay, now now one of them's back up. Yeah. So one of the wireless nodes is up and I'm sure we can, uh, yes, with the whole bunch of 2 1 6 6 07. Now they're all, uh, so the two wireless nodes, one of them is now back on the network. So I can see it. Uh the other one has silence
20:00
Speaker 2
there under details. It will show you the firmware and how many nodes are on will. Mhm. Uh-huh. The framework that you can see here is it 1.0.14. Okay, thank you. For the firmware 1.0.14, can you see it to all eight nodes or there are two that is 1.0.0.130.
20:00
Speaker 1
Hasn't come back yet. But the one that is on the network is still 14. So let me just refresh and see if the other wireless node's come back yet. Correct. You know what, I if I was trying to do anything to help figure this out, or I am trying to uh it it appears to be uh it, usually the culprit is one of the wired nodes that if you follow through the app, a wireless node is connecting to. So, and the wireless nodes don't always connect to the same node, but it it tends to be, you know, one of four different nodes, which you could tell based on where they are in the house. That's where they
21:00
Speaker 2
Okay. Sure. But when the connection drops, Nick, it's also happening to the wired nodes, right? Not just on the wireless? [silence] The more, the more
21:00
Speaker 1
they would connect to the wireless nodes. It's usually that wired node will fail. And again, if you catch it really fast, you can stop the whole network from crashing, but usually that's the deal. I can power cycle that other wireless node because it is not showing up in the network. want me to go do that just to verify the firmware. Okay, okay. I can, I can see seven. One of the wireless ones came back after we, you know, I think we knocked them off when we turned off the Milo, that's one that says it's not there. I'll do it.
22:00
Speaker 2
[silence] Okay. If it's still white, yeah, you can suck if that node is still white. So far you can see how many links is there listed. Is it just six? Okay. And just to confirm Nick, I can see here five wired nodes. Is it like, um, yeah, five of your ex Transcribe this audio from the right channel. Output only the spoken words
22:00
Speaker 1
six are wired and two are wireless. I think I changed it and added a wire, I ran a wire for one of them from the first call until now. Okay. at least from the main, when I refresh the the page on the you know on the web page one of the wireless nodes is is showing up, but the other one doesn't.
23:00
Speaker 2
Six. Check. Check. Okay. So I can't see the wireless one's so probably they're not really online right now. I, all I can see is the wired nodes.
23:00
Speaker 1
I'm hoping that power cycle of the missing wireless node will bring it back up. We'll see. But yeah, so now one, two, three, four, five, six, seven of the nodes, including one of the wireless nodes is all showing up to date. Sure. All right.
24:00
Speaker 2
Uh-huh. Okay, can you send to me the logs again please, you can still do it on the network administration. Let me just refresh. Please. Yeah, I did not receive it here yet. I see.
24:00
Speaker 1
Should it, be taking this long? Uhm. And there's. I, can try, em, I, I, was running the app, on the, um, on my iPad, but I, can, try to do the same thing, for my iPhone if you'd like. Okay. Okay. Okay. Trying to figure out which one of these things means trouble shooting. Okay. Uhm. I'm on the
26:00
Speaker 2
Not really. Let me check if I received it here now. I still didn't receive the latest one. But you can also do it on the web user interface. It's under so it's under the troubleshooting tab troubleshooting and go to diagnostics.
26:00
Speaker 1
Oh, I found it. I found, got it. Okay, troubleshooting, diagnostics. Um, Oh, here. Okay, it says share router information with Linksys. Is that the same thing? Okay. Yep, yep. All right. Enable, um. All right, uh, uh, accelerator system, now it's booting, the then surface one. That time it worked, or at least it.
27:00
Speaker 2
[KEEP_UNCERTAIN] It's on the left side. Yeah, correct. Yes. And the email that you need to. Because there's an empty box. Can you see it? It's asking you where to send it. So just type there, routerinfo@linksist.com. Routerinfo@linksist.com.
27:00
Speaker 1
pretended to work better than my, than the app. Yeah, the app, out didn't work. All right. Mhm. Mhm. Yeah. Already? So it turned switch it off. Okay.
28:00
Speaker 2
Uh-huh. Okay. Let me check it here again. One second. While I'm still waiting for me to like read here on my end, you can just click okay under troubleshooting and go back to uh connectivity tab. Go to administration. And there is uh on the lower right side, there's a toggle on and off there as well for the express um uh Witchet one-off.
28:00
Speaker 1
Technically. Okay. Well, I'll give you the caveat again. It might drop our call, but I'll go ahead and say. All right. Mm-hmm. Okay. Okay. Okay. Sure. [silence]
29:00
Speaker 2
Okay. Yeah, no worries. I'll call you back. If ever. And finally, I can see here the your your reports that you just sent. And let me just examine this one. This stand- standalone just gave me two minutes. I'll just then I'll just check the logs. Thank you.
29:00