V2 Rubric Detail — ddaf3dd4-73f4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:58
Duration
14m 46s
Contact
Aelita Which
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135221
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform systematic troubleshooting, gave inaccurate pairing instructions (5‑press on an MX6200), and did not achieve a stable node state. No empathy, poor communication, and no ownership or clear next steps resulted in the issue remaining unresolved.

V1 Case Analysis

Customer reported a child MX6200 node showing solid blue while parent showed solid white and no internet. Agent incorrectly used 5-press method, gave false wait times (35 min vs 5 min), misinterpreted LED states, and falsely declared success when node continued cycling red/white/blue. No WAN or internet verification performed. Issue unresolved.

Troubleshooting Steps
  • Asked customer to move child node closer to parent.
  • Instructed 5‑press reset on the parent node.
  • Told customer to wait for the node to turn solid white.
Key Observations
  • Agent declared resolution at [13:00] despite customer reporting ongoing LED cycling and no internet.
  • Provided contradictory wait times: first said 'wait 35 minutes' [06:00], then '3 to 5 minutes' [11:00].
  • Failed to verify WAN status, internet connectivity, or modem health at any point.
  • Misinterpreted LED behavior: MX6200 child node should show solid white when online, not solid blue.
  • Did not perform any standard isolation steps (modem test, cable check, reboot sequence).
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Declared the issue resolved at [13:00] when the node was still blinking red and white and no internet was confirmed — this is a critical resolution failure.
  • Provided materially incorrect wait time: told customer to wait '35 minutes' [06:00] for the node to turn solid white, which contradicts KB guidance of 2–3 minutes for pairing.
  • Misinterpreted LED states: for MX6200 (Cognitive Mesh), solid white means online (not solid blue) — per led_intelligent_mesh_consumer.md, MX6200 uses solid white for online state, not solid blue.
  • Failed to verify internet connectivity or WAN status — never asked customer to check http://192.168.1.1 or confirm internet connection.
  • Did not perform basic isolation: skipped Step 2 of velop_wifi_connectivity.md (test modem directly) and Step 3 (reboot sequence).
  • Did not collect or confirm serial number properly — customer gave a long string [04:00] but agent did not parse or confirm it.
  • Gave no clear next step or escalation path — falsely closed the call instead of escalating or scheduling callback.
  • Provided no self-help path or KB article for the customer to follow independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer reports the node continues blinking red/blue and never reaches a stable solid white; agent never confirms resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skips systematic steps (no modem test, no reboot sequence, no WAN check) and only tells the customer to move the node and use the 5‑press method.
R3 Not Met Correct resolution path conf 90%
Agent selects the 5‑press method for a normal node‑addition on an MX6200, which is not the correct path (pair‑button method should be used).
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asks very few diagnostic questions and never identifies root cause (e.g., no internet test, no WAN status inquiry).
T2 Not Met Appropriate tools / resources used conf 90%
No tools or resources (web UI, speed test, logs) are used despite the issue requiring verification of WAN connection and node status.
T3 Not Met No misinformation conf 90%
Agent gives inaccurate technical guidance – 35‑minute wait, 5‑press pairing for MX6200, and mixed timing instructions.
Communication
C1 Not Met Clear & professional language conf 85%
Call lacks clear framing, frequent “can you hear me?” repeats, long silences, and abrupt transitions; agent does not maintain control.
C2 Not Met Confirmed understanding conf 85%
Agent uses confusing language, mispronounces names, does not confirm the customer’s understanding, and provides contradictory timing.
Customer Ownership
O1 Not Met Ownership & empathy conf 80%
Agent does not take ownership; provides generic steps, does not follow through, and offers no proactive resolution.
O2 Not Met Proactive follow-through conf 80%
Only vague next step (“wait 35 minutes”) is given; no concrete timeline, no follow‑up commitment, and the ticket number is offered after the customer asks.
O3 Not Met Closure confirmation conf 90%
Agent never references the prior call; repeats basic questions and asks for information already supplied.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and the issue did not clearly require escalation; agent attempted a 5‑press method instead of escalating.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never expresses empathy or acknowledges the customer’s frustration; interaction is purely procedural.
X2 Not Met Tone & rapport conf 90%
Agent does not adapt tone or pace; continues with unclear instructions despite the customer’s confusion.
X3 Not Met Overall experience conf 90%
Customer repeats serial numbers and status many times; agent does not streamline the process or reduce repetition.
Call Transcript29 turns · 29 lines
Speaker 2
[silence]
00:00
Speaker 1
hello can you hear me? yes so one of my my routers have a steady blue light uh others have a steady blue same white light okay can you hear me? can you hear me? can you hear me? okay so one of my routers have a steady blue light the other routers that I have have a steady white light I'm not getting no internet from that one yes it appears so.
01:00
Speaker 2
Start your mic. Hello are you still there? Yes I can hear you now. So what is your concern regarding of your Linksys device? Sorry I cannot hear your voice. Surely you can hear my answer. Yes go ahead. So the child node, one of the child node lost its connection. And this is your first time calling us for support? Yes.
01:00
Speaker 1
No, this would be my second time. Yes, ma'am. Lita Scarborough. Uh huh. S-T-A-R-B-O-R-O-T-F.H. 884-509-908. My first name, last name, 6-3@ yahoo.com. [silence]
02:00
Speaker 2
And are you calling from the United State? May I know your first name and last name, sir? Sorry, your first name spell as L a t a and can you spell it for me your last name? Scarborough, so S e r a. And your callback number h o And your email, sir?
02:00
Speaker 1
three. So do you call this the parent? The parent has a steady white knife. One of the child. One of the child. What? So one of the child knows got what a steady white light, the other one has a steady blue light.
03:00
Speaker 2
okay, so let me just spell it for you for a quick so it is L-i-t-for Tom, A for alpha, which is your first name and then your last name s-s-i-r-b-o-r-o-ugh.com. And how many forgotten devices do you have there? Can you, please provide the serial number of, okay, so you have three links is devices. What is the light indicator of the parent node? How about the two? Uh-huh. How about the two child nodes?
03:00
Speaker 1
Yes. I just did that. okay. Hold on. 058 whiskey 10 Mike 2, bravo echo sierra Quebec 97 Sierra Quebec Delta 025 97.
04:00
Speaker 2
okay can you please move the child node which is solid blue now closer to the parent node about two to three feet apart and can you provide a serial number of that child node 97 okay so the model model number is MX 6200 [silence]
04:00
Speaker 1
uh spectrum okay okay it's going to go back to a steady white light the parent mode okay so the the child mode is now blinking blue light
05:00
Speaker 2
Okay, since the other node is moved two to three feet away from the parent node and it's now solid blue. So let's proceed to set up the new one using five press method. Okay. So all you need to do, Lita, is to press release the reset button of the parent node five times within five seconds. So just need to breathe pace. Count it one doll and five. [silence] Okay.
05:00
Speaker 1
You said you said 35 minutes. Oh, up to five minutes. Okay. So why why does this keep happening? No, there was no there was no power outage. I woke up this morning uh and I realized that, you know, I've been having internet issues and when I checked on this node uh it was um blinking red light first. I did try to to have it reset and then it went to a solid blue light.
06:00
Speaker 2
That's good, it's setting up. So all you need to do is to observe and wait 35 minutes for that node to turn solid white. [silence] Now 30 up to 5 minutes. Yes. [silence] Is there a power outage that possibly caused the issue? [silence] I'm out of here.
06:00
Speaker 1
Okay. So'd nothing wrong with ha,equipment. Right? So'd it's blinking white lights now. So once it becomes a steady and I'll move it and put it back in the area that it was, it should be okay, right? Okay. All right. Well, if I,if I have any ah other other questions, I, I guess I'll probably call back or are you going to wait until it's set up? Oh, okay. [silence]
07:00
Speaker 2
Child novel, you can't get. Maybe you can power cycle it or reboot the parent node for the other note to reconnect, but it's okay. No, there's no, yeah, there's nothing wrong with it, since the light indicator still there, and it can reset, and it also currently setting up. Exactly. We need to wait. I also need to observe.
07:00
Speaker 1
Right, Right. Right. Okay. So it's gone to steady Wye now. Okay.
08:00
Speaker 2
he, because you mentioned earlier that there's no power out, that then just suddenly blink red when you walk up, right? And check the light indicator of this node. So let's just try to observe for okay, wait for 1 minute
08:00
Speaker 1
The red light came back on. Okay, the white light is back. Correct.
09:00
Speaker 2
Yeah, it's okay. Just keep observing it. Turn to solid white again, right? Okay, that's why I asked you to observe for one minute because they're part of the question.
09:00
Speaker 1
OK. [silence] All right. [silence] I'm gonna move.
10:00
Speaker 2
and it's a steady white shirt, then you may now proceed to relocate the child node.
10:00
Speaker 1
I sort of quit plugged it back in, it's blinking blue light now.
11:00
Speaker 2
And are you still there? Okay. And while waiting for that node to turn solid white for three to five minutes again, so let me provide your ticket number, sir, just in case you call us again.
11:00
Speaker 1
Okay, hung up. Okay, what's the ticket number? 135221. Okay. Okay, it's it's blinking red. I guess it's uh it's booting up. Okay. [silence]
12:00
Speaker 2
And it's one, three, five, two, two, one. Exactly. Yeah, it's okay. It's trying to reconnect.
12:00
Speaker 1
Okay, so it has a steady white light now. [silence]
13:00
Speaker 2
Okay. Keep on observing it for a minute.
13:00
Speaker 1
it is nope that would be thank you after thank you uh you turn the button
14:00
Speaker 2
Is it still steady white? Okay, it's already good. So, since we successfully set up this node server, is there anything else that I can help you with? Okay, you're welcome, and don't hesitate to come back if you need further assistance, okay? So, thank you so much for your time, and have a great day. You're welcome. Bye for now. Take care.
14:00