V2 Rubric Detail — e47e76b4-7fb8-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 19:19
Duration
8m 14s
Contact
401-580-8505
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137134
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Solid yellow node/weak signal

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.7/5

V2 Rubric Scores

Resolution2.50/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall65.9% (-28.1)

V2 Grader Summary

The agent correctly identified the solid yellow LED as a weak connection and initiated a power cycle that eventually produced a solid green LED. However, the node exhibited unstable behavior (blinking red/blue) post-reboot, and the agent failed to verify full mesh reintegration or internet connectivity. Troubleshooting was superficial with minor technical inaccuracies in explanations, and next steps were incomplete. While progress was made, full resolution was not confirmed with required technical rigor.

V1 Case Analysis

WHW03 node showing solid yellow LED (weak connection). Power-cycled node (unplugged 30 seconds, replugged). Node rebooted and stabilized on solid green. Issue resolved.

Troubleshooting Steps
  • Collected model (WHW03) and serial number.
  • Confirmed ISP (Optimum).
  • Explained LED meaning (solid yellow = weak connection in child node).
  • Guided customer through power cycle (unplug 30 seconds, replug).
Key Observations
  • Agent accurately diagnosed solid yellow LED as weak connection per KB (led_intelligent_mesh_consumer.md).
  • Correctly instructed power cycle (unplug 30 seconds) as per troubleshooting guidance.
  • Customer confirmed resolution after observing LED stabilize on solid green.
  • Agent communication included minor clarity issues (e.g., garbled phrasing at [06:00]: 'sometimes centered, but yeah, it should not speed'), but this did not affect technical accuracy or resolution.
  • Agent did not explicitly confirm internet connectivity beyond LED status, but solid green LED is a valid proxy for successful mesh reconnection per KB.
Positive Highlights
  • Accurately identified LED meaning using KB guidance.
  • Collected essential device information (model, serial, customer details) early in the call.
  • Provided correct and effective troubleshooting step (power cycle).
  • Confirmed resolution with customer and ensured understanding for future reference.
  • Efficiently resolved the issue without unnecessary steps or loops.
Agent Errors / Gaps
  • Unclear phrasing at [06:00] ('sometimes centered, but yeah, it should not speed') potentially confused the customer during reboot sequence.
  • Failed to fully acknowledge or explain the brief return to blinking red/blue during reboot, which the customer questioned.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent instructed power-cycle which led to solid green LED, but customer observed intermittent blinking blue/red indicating instability; agent did not verify WAN connection or mesh backhaul health.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent identified yellow LED as weak signal and prescribed power cycle - correct first step. However, no follow-up diagnostics performed: did not confirm mesh reintegration, backhaul link, or internet reachability.
R3 Partially Met Correct resolution path conf 75%
Power cycling is appropriate for yellow LED on WHW03. However, agent did not assess optimal location, repositioning, firmware updates, or 5-press method - all valid next steps per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent correctly interpreted solid yellow LED as weak connection symptom per KB. However, did not ask diagnostic questions about duration, node role, recent changes, or interference.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or admin dashboard access were required; issue was LED-based and resolved via physical intervention. Agent used KB-appropriate verbal guidance without over-reliance on tools.
T3 Partially Met No misinformation conf 90%
Agent stated power cycle would cause node to 'find the closest node' - unsupported by KB. Response to blinking red ('sometimes centered, but yeah, it should not speed') was garbled and technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent guided interaction and offered to stay on the line, but showed disorganized data collection (asked model/serial, then name/email, then ISP, then repeated name) with weak framing and transitions.
C2 Met Confirmed understanding conf 90%
Agent used plain language ('turn it off, turn it back on'), avoided jargon, and matched customer's informal tone while confirming understanding of LED states.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed all troubleshooting steps, and did not transfer. Followed through until customer reported apparent resolution.
O2 Partially Met Proactive follow-through conf 75%
Agent stated 'it usually takes five minutes to fully boot up' - correct per KB. But did not specify success criteria beyond LED color or provide contingency steps for instability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent used polite language ('welcome', 'thank you', 'take care'), acknowledged customer effort, and maintained courteous tone despite technical hiccups.
X2 Met Tone & rapport conf 85%
Agent adapted to customer's casual pace, allowed time for reboot, and checked in naturally. Maintained engagement throughout the interaction.
X3 Partially Met Overall experience conf 70%
Agent avoided unnecessary repetition but collected customer name/email after model/serial, creating disjointed flow. Did not proactively tailor advice using known model (WHW03) earlier.
Call Transcript16 turns · 17 lines
Speaker 1
Yeah, hi. Good afternoon. This is Nick. I have a question about my, I think it's one of my routers. So, the my home, like the main one in my living room is the light on it is green and then the one in my room is yellow.
00:00
Speaker 2
welcome to Lin's his support. To ensure quality service. Your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. I get what called on assist. My name is Gerald. Oh, sorry. Yeah, what's your question? [ silence ] Oh, sorry. Yeah, uh
00:00
Speaker 1
serial number is or you want the model number first uh WHW 03 or I don't know if that's zero or oh I think it's oh 32. uh that was uh no that was the model number the seal number is 20J2060990840.
01:00
Speaker 2
OK. What is the model number and the serial number of your Linksys router? Yeah, we can start with that. And the serial number. [silence]
01:00
Speaker 1
yes. Cristiano, C-H-R-I-S-T-I-A-N-O. That's Nick Cristiano 21 at gmail.com. Uh,
02:00
Speaker 2
Okay. Checking. And you said your name is Nick, right? What's your last name? [silence] And what's your email address? Thank you. Who's your internet provider?
02:00
Speaker 1
Shit, I forgot. Uh, optimum, optimum. Yeah. Okay. Okay, and to turn the red button, right? To reset it or just a button to turn it off and on? Yeah. And then,
03:00
Speaker 2
[silence] right? So, to answer your question, one in your room is solid yellow, right? It I mean it's a signal. It's usually because it's connected to the farthest node. It's not connected to the closest node. So all you need to do is turn it off, turn it back on. So it will find the closest node and connect it. then the light will will turn solid green. You can do it now. Okay. [silence] [silence] Oh, you can just unplug it from the power source. Unplug the power adapter from the power source and wait 30 seconds, plug it back in.
03:00
Speaker 1
30 seconds until plug-in book in. Okay. [silence] Right now it's blinking blue. Yeah. Okay, went to red, blinking red. [silence]
04:00
Speaker 2
to life the light of the power now blinking thank you again to a okay
05:00
Speaker 1
Okay, now it's on green. Solid green. Okay, great. So I guess it got it like huh. Oh, it just blinked and went back to red. Is it gonna do that? Like maybe it's.
06:00
Speaker 2
, sometimes centered, but yeah, it should not speed.
06:00
Speaker 1
Okay, it went, update, yeah, it went back to blinking blue. Okay, now it's back to green. It looked like it just did a cycle. Yeah, it went from red to blue and then green. But no yellow, which is good. Yeah, I mean, so it just went back to blue again. Is this gonna take like a couple minutes and then it should be good, I guess? Okay. Uh, no, 'cause now it's on green. It looks like it's staying on green, so I think I'm good. Um, just for future, if that ever like turns to yellow again, I could just do that. Just unplug for 30 seconds and give it a couple minutes.
07:00
Speaker 2
solid red, solid back, solid green. blinking ok, good good. yep, that's great. So yeah, uh, questions? anything else I can help you with? it usually takes five minutes for that to fully boot up. you want me to stand the line? just to make sure. ok, I guess that's a fix of that.
07:00
Speaker 1
Okay, cool. I appreciate it. Yeah, we're in the clear. You, too, man. Thank you.
08:00
Speaker 2
very much welcome. and okay, I hope you have a good one, then, and take care. Thank you. very much welcome. Bye-bye.
08:00