V2 Rubric Detail — df3c8e68-7a66-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 00:49
Duration
20m 37s
Contact
Mindy Voelker
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00105631
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection/Child node not connecting

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall54.8% (-1.2)

V2 Grader Summary

The agent achieved a tentative resolution by relocating the node and receiving a stable router reply, but failed to follow KB-mandated diagnostics (power cycle, channel width, factory reset). Most critically, the agent recommended 'reflashing firmware,' which is explicitly discouraged in the authoritative KB due to security risks. Consequently, T3 is Not Met, and the outcome is a Partial Resolution.

V1 Case Analysis

Customer reported child node flashing red after Ethernet cable changes. Agent advised unplugging Ethernet, disconnecting nodes, relocating node, and mentioned firmware reflashing. Customer reported node now solid blue and issue resolved. No model, serial, or warranty collected. Resolution not verified.

Troubleshooting Steps
  • Unplugged Ethernet cable and tested wireless connection
  • Disconnected parent and child nodes, observed LED changes
  • Suggested relocating node to original location
  • Speculated hardware fault and mentioned firmware reflashing
Key Observations
  • Agent never asked for or recorded the product model or serial number, violating core protocol.
  • Agent incorrectly suggested 'reflashing firmware' — a non-standard and unsupported procedure; firmware updates are done via web UI, not reflashing.
  • Agent prematurely diagnosed a possible hardware fault without performing basic diagnostics like power cycle or checking for interference.
  • No verification of actual WiFi or internet connectivity was performed — resolution relied solely on LED status and customer statement.
  • Troubleshooting did not follow the standard WiFi disconnect flow (power cycle, channel width, interference check) as per KB.
Positive Highlights
  • Agent placed the customer on hold to run a diagnostic check and reported stable reply from the router.
  • Agent asked the customer to observe LED status and responded to changes in real time.
  • Agent maintained call control and offered to continue troubleshooting until the customer indicated resolution.
Agent Errors / Gaps
  • Did not collect product model or serial number.
  • Did not verify warranty status or support eligibility.
  • Provided incorrect technical advice by suggesting 'reflashing firmware' — no such procedure exists in Linksys KB; firmware is updated via web interface.
  • Prematurely speculated a hardware fault without completing basic troubleshooting steps.
  • Failed to confirm actual WiFi or internet connectivity — only relied on LED status and customer report.
  • Did not follow the recommended WiFi disconnect troubleshooting steps (e.g., power cycle, channel width settings, interference check).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Customer said 'I think we got it fixed, finally' indicating tentative resolution, but agent did not confirm stability over time or validate full resolution of intermittent drops via speed test or device connectivity check.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed some steps (LED check, unplugging Ethernet, remote test, node relocation, firmware reflash suggestion) but skipped foundational diagnostics: power cycle, channel width, interference check, and factory reset — steps reactive, not logically sequenced per KB.
R3 Partially Met Correct resolution path conf 89%
Agent prematurely concluded 'possible hardware issue' without completing basic diagnostics (power cycle, factory reset), jumping to hardware/firmware reflashing before exhausting software fixes, contradicting KB guidance that prioritizes configuration resets first.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (node disconnecting/red LED) and asked about LED status, but failed to ask critical diagnostic questions: model number, firmware version, time since issue began, number of devices, recent changes — essential for root cause analysis per KB.
T2 Partially Met Appropriate tools / resources used conf 87%
Remote test used but agent did not confirm model type (Cognitive vs Intelligent Mesh) before interpreting results; no use of web interface to check logs, channel settings, or firmware — tools necessary for accurate diagnosis were incomplete.
T3 Not Met No misinformation conf 98%
Agent recommended 'reflashing the firmware' to fix intermittent drops, which is explicitly discouraged in universal_wifi_drops_after_change.md due to security risks; no KB supports proactive reflashing as primary fix without first performing factory reset.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations (hold for 3-5 min, another minute) but call had long silences, filler words ('man', 'yeah'), disjointed structure, and lost control during repeated red LED reports without structured follow-up.
C2 Partially Met Confirmed understanding conf 82%
Agent used informal terms ('man') and did not adapt language to customer’s apparent confusion; no comprehension checks after key instructions (e.g., 'try to unplug the ethernet cable'). Instructions given but not confirmed understood.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, performed troubleshooting steps, and did not transfer the customer; took ownership through remote session and follow-up timing.
O2 Partially Met Proactive follow-through conf 84%
Agent suggested relocating node and waiting, but 'reflashing firmware' presented as next step without clear ownership (customer or agent?), timeline, or method; no follow-up plan documented.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; no handoff occurred. Appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and, given the unresolved diagnostic path, escalation to higher tier for deeper analysis could have been warranted but was not required at this stage.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for disconnection and hold, thanked customer for patience, and maintained courteous tone throughout; demonstrated empathy for customer effort.
X2 Partially Met Tone & rapport conf 83%
Agent maintained friendly tone but did not adjust pace or confirm understanding when customer repeated 'now it's red' multiple times; missed opportunity to engage and reassure during instability.
X3 Met Overall experience conf 89%
Agent performed remote diagnostics and guided cable disconnect, minimizing customer effort; avoided re-asking information already provided.
Call Transcript12 turns · 19 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, ma'am. Hello? Yeah. Yeah, ma'am. Paul again. From Linksys. Yeah. I'm just sorry for that. I don't know what happened. My either call get disconnected. But good thing to help you back. I'll hold your answer. Router. Their router password. Okay.
00:00
Speaker 2
Or Lennox mac. Or the one that's on the bottom of the Lennox mac. Oh, okay. Okay. Sure. Sure.
02:00
Speaker 1
Okay ma'am, is the light on the router back to solid [silence] okay. The child called. thank you. The child called. [silence] okay. uh [silence] okay, now, now, man, please try to unplug the ethernet cable. Try to go wireless.
05:00
Speaker 2
Let me check. Uh, the parent or the child. It is the solid blue.
06:00
Speaker 1
does this port remain still connected? Yeah. Yes. Okay. Mm-mm. Mm-mm. You know.
07:00
Speaker 2
Okay, so I should disconnect the cable from the parent and child. Okay. Disconnected. Now, it's flashing red. [silence]
07:00
Speaker 1
Okay. Yeah. Yeah. Let's give it maybe even five minutes because earlier it just disconnect after a minute. Okay, ma'm. Okay. I will do the time, ma'm. Let's give it five minutes. Let me try to run the test because the thing for this one, ma'm, if this still happens. Yeah. So, I am afraid that this might be a hardware issue already. [silence] It might be a possible hardware issue yes, if same thing happens. Because, if it works, then probably it's just a software. Yes, if it's a hardware, then we're not we will not able to cannot or yeah, we cannot do anything if it's already a hardware. Anyway, ma'am, while waiting, may I place this call on hold ma'am? Just give me 3 to 5 minutes. I just have to check something on my end and I'll be right back, okay? Just stay on the line. Yes. Just 3 to 5 minutes. I'll be right back. Yes, while waiting for the diagnostic test. [silence] [silence] Hello ma'am. [silence] Hello. Okay, thank you very much for [silence] patiently waiting. And I do apologize for the hold. Okay, so it seems that we are getting a good reply from the router. The reply seems to be stable. Okay, ma'am. So, yeah, try to relocate this node, ma'am. Try to bring it back to its original location, okay? Yes, yes, ma'am, yes, yes, yes, please. Yeah, I just want to make sure that it's, everything is working before we end the call. Okay. Thank [silence] Okay. Good. We got our reply. Yeah, it should be back to blue by now. [ silence ]
08:00
Speaker 2
now it's red I don't know if it's done yet now it just turned red. now it's red I don't know if it's done yet. now it just turned red. now it's red I don't know if it's done yet now it just turned red. [silence]
16:00
Speaker 1
It back to blue, ma'am? Okay, good. Yeah, I'm seeing the reply. We are getting a reply on that now. Okay, so let's give it like another minute now, okay? Yeah, it should be good. But for certainty, let's give it another just maybe just two minutes. Yeah, just two minutes. Yeah. [silence] [silence] Yeah.
17:00
Speaker 2
Now it's back to blue, yep. Should be good. That should be good. should, should, should, should, should be good. All right should be good. Should be good. Should be good. Should be good. Okay.
17:00
Speaker 1
[silence] Yeah, I'm still getting a reply, which means it's still blue. Yeah, that's a good sign. Okay, so it seems the two minutes gun by man and yeah, that it's still connected. Okay. So yeah, that means the method is having maybe just a glitch, man, fully, but just a firmware issue and reflashing the firmware might help fix the issue. Okay? Should be good by now. Okay. So yeah, we'll now end this remote support session, man, so you can take control of your computer. And yeah, before we end the call, man, do you have any other questions or clarification? And when the call Okay, yeah. Okay, so thank you very much for your time, ma'am and patience in hanging the call. And once again, my name is Paul from Linksys. Go so much assurance team. Have a great day and stay safe always. Bye- bye. You're welcome. Bye.
18:00
Speaker 2
I think Oh, I think we got it fixed, finally. Thank you.
20:00