V2 Rubric Detail — e538f9c6-69c9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:25
Duration
22m 58s
Contact
Rizwan Alimohammad
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
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 (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall27.4% (-24.6)

V2 Grader Summary

The agent identified the solid red LED symptom and initiated one valid isolation step by suggesting a direct connection to the parent node, but failed to perform essential diagnostics, use available tools, or escalate despite clear escalation triggers. No ownership, empathy, or clear follow-up was demonstrated, leaving the issue unresolved. The interaction lacked comprehensive troubleshooting and customer-centered communication.

V1 Case Analysis

Customer reports fourth Velop node (MX6200) turns solid red after wired connection via Netgear GS108 unmanaged switch. Agent advised isolating the node by connecting directly to the parent node. No resolution confirmed.

Troubleshooting Steps
  • Confirmed switch model (Netgear ProSafe GS108) and that it is unmanaged
  • Explained LED status: solid red = no internet (per velop_wifi_connectivity.md)
  • Advised disconnecting the node from the switch and wiring it directly to the parent node for isolation
  • Placed customer on brief hold and had customer power-cycle/test the node
Key Observations
  • Agent correctly interpreted solid red LED as 'no internet' per KB guidance
  • Recommended valid isolation step: connecting node directly to parent to rule out switch issues
  • Agent initially misheard model as MX2000 but later context confirmed MX6200
  • No empathy or acknowledgment of customer's frustration about house size and previous node performance
  • Call ended without confirming resolution or establishing escalation/follow-up path despite unresolved issue
Positive Highlights
  • Accurately interpreted solid red LED as no internet connection per KB
  • Recommended appropriate isolation troubleshooting by direct connection to parent node
  • Confirmed unmanaged nature of Netgear GS108 switch, aligning with KB guidance on switch compatibility
Agent Errors / Gaps
  • Did not confirm whether the suggested isolation fix resolved the problem
  • Failed to collect definitive model/serial number at start (though later corrected model)
  • Provided vague guidance about 'internet port' without clarifying WAN vs LAN usage
  • Did not offer escalation, callback, or next-step scheduling despite unresolved issue
  • Lacked empathy or acknowledgment of customer's expressed difficulty and frustration

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue was not resolved; the node remained solid red and no fix or escalation path was completed.
R2 Partially Met Diagnostic thoroughness conf 85%
The agent initiated a logical isolation step (direct connection to parent node) to test the switch as a possible point of failure, which is a relevant diagnostic action.
R3 Not Met Correct resolution path conf 95%
The agent did not determine warranty status, did not assess for a possible hardware fault, and failed to offer an RMA or escalation despite a persistent solid red LED after reset and cable checks.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
The agent identified the symptom (node turns red after wired connection) and asked about the switch model and port usage, showing targeted inquiry, but did not establish a full diagnostic sequence or root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — the agent did not direct the customer to check the admin UI, verify firmware, or test connectivity through the router dashboard, which are appropriate for this scenario.
T3 Met No misinformation conf 99%
The agent correctly stated that a solid red LED indicates no internet connection, which aligns with the KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
The agent maintained basic call control by gathering information, placing a brief hold, and guiding the customer through one isolation step, but did not set expectations or provide a clear resolution path.
C2 Partially Met Confirmed understanding conf 80%
The agent used terms like 'unmanaged switch' and 'isolation' without simplification, but did respond to customer confusion by clarifying the next step, showing some adaptation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
The agent did not take ownership — no follow-up commitment was made, and the case was left open-ended without ensuring resolution or escalation.
O2 Partially Met Proactive follow-through conf 85%
A next step (connect directly to parent node) was provided, but no timeline for follow-up or outcome was established, and no callback or check-in was promised.
O3 Not Applicable Closure confirmation conf 95%
There was no prior case history mentioned or referenced, and no handoff occurred; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
The node showed a persistent solid red light after basic troubleshooting, indicating a potential hardware fault, yet the agent did not escalate — a required action per Step 2 of universal_escalation_guide.md.
E2 Not Met Escalation prep & handoff conf 98%
No escalation was performed, so the execution criteria (correct team, details, customer notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
The agent did not acknowledge the customer’s frustration about repeated purchases, poor coverage, or the inconvenience of ongoing issues, missing clear empathy opportunities.
X2 Not Met Tone & rapport conf 90%
The agent maintained a procedural tone and did not adjust pace or style despite the customer expressing confusion and frustration about performance and setup.
X3 Not Met Overall experience conf 90%
The customer was asked to repeat information (name, email, setup) and perform multiple physical steps without the agent offering to streamline the process or reduce effort.
Call Transcript28 turns · 34 lines
Speaker 1
All right. I can give you a serial number. [silence] All right. I can give you a serial number in case this ever happens and I can give you a help.
00:00
Speaker 2
Wad checkpoint when matches you reached from where are you calling three one to I haven't checked up read write. Can you share the serial number? [silence] [KEEP_UNCERTAIN] Is that, sir, the MX2 Huh, sorry? MX6 TO. Okay. How many do you have, sir? Hmm. Okay. And by the way, sir, there's actually an account associated with your phone number. Maybe you can confirm the first name and last name and the email.
00:00
Speaker 1
[silence] 893 and first and last name is Rizan Ali Mahamad at max.com. Oh, you mean first and last name? First name. First name is Rizan. Last name is Ali Mahamad. Rizan Ali Mahamad@max.com. [silence] Sthudy@me.com. [silence] No, version Firefox, what do you call that? [silence] the version Firefox. here. [silence] So, I got three nodes.
02:00
Speaker 2
I'm, sorry, sir. What's the first name and the, what's the first name and last name, sir? Okay, and then the email address. Do you have another email, sir? Okay, thank you so much. And who's your internet service provider, Spectrum still? [silence] Vir, uh, Fios. [silence] So, um, yeah, what's your concerns, sir, for the MX two, thousand?
02:00
Speaker 1
One is a mother node downstairs in the basement, that is connect that is connected to another node directly upstairs through ethernet wire. And then there is another node on the first floor, second floor, the next floor wirelessly. I have a fourth node that I'm trying to connect through direct wired. Because my house is big and I seem like, you know, the basement, it doesn't reach properly upstairs. So, I have an ability to connect another node, the fourth node directly. But what happens is, when I connected with ethernet wire, it turns blue. Then it turns white, and then few, a minute or later it turns red. I'm looking at my net gear divider. It's all blinking, but it means it's working. So I don't know if this node is not thinking with it or I mean I can try to connect it wirelessly, but it's just not connecting directly. It's connected to the main one through a divider, you know?
03:00
Speaker 2
when you connect it directly sir um where is it connected like is it connected to another um device or it's connected to the main one what model sir oh
04:00
Speaker 1
upbeat gigabit switch. Oh, what do you mean by unmanaged or managed switch. Yeah. Um. Yeah. Netgear prosafe G5, sorry, GS108. But everything else is connected to it, which is working. [silence] Yeah. Child nodes is Child node is connected the, sorry, the mother node is correctly directly to the,
05:00
Speaker 2
gigabyte which is that like an unmanaged switch or a managed switch? Um like what's uh can you provide me with the model number? I'll just double check. 108. Okay. Okay. And then you connected it to the internet port at the back of the child node? Oh, okay.
05:00
Speaker 1
Yeah. The first one goes to the main, I put the one that was coming out of the mother node into the first one and then the rest were after that. Yeah.
07:00
Speaker 2
Okay. Eight ports. Okay. And then you connect it to just any port sir on the switch, right? Okay. [silence] Okay. But so far you have internet sir with your switch since there there are also other devices connected to the switch, right? Okay. Supposedly it should just automatically connect directly wired because the switch that you have that is an unmanaged switch so there's no any advanced configuration needed for that child node to connect.
07:00
Speaker 1
Yeah, so it is, it is connected to the internet. Soliddrag. Yeah. Yes. Yes. Hmm.
08:00
Speaker 2
but but from the switch, sir, it's connected to the internet port right? Not the Ethernet. Since you only have two ports for the MX 20 for the MX 6200? Internet. Okay. Okay. Okay. And it's solid red right now? Okay, let me just double check and verify the topology that we have, sir, before we try to do any troubleshooting on it. I'll put you on hold for like two to three minutes if that's fine with you. Maximum of five. I'll be back real quick. Okay, right. This is your base call back number in case the call get disconnected, right? The one that ends in 1893? Okay, thank you, sir. Stay on the line. I'll be back.
08:00
Speaker 1
Do you need to connect this? You can just break this and go directly on it. Yes, ban. [silence] No. [silence] Okay. [silence] Take the uhterm out to. [silence] I already did that. It's right next to it. I'm using a short ethernet wire to test it, whether it was the wire, ethernet cable, or or what? Only one. No, there is another one. So there is one that is up stairs. Yeah, directly to the, yeah through the.
10:00
Speaker 2
uh, no need, sir. Just connect it to the switch. Just unplug the power adapter. Oh, okay. All right, let me set a timer now. How far is that child node, by the way, sir, to the parent node now? Hmm, okay. How many wired child nodes do you have, sir, aside from this? Cool. Only one. Only this one? Uh, or you have? Okay. And then same connection? Okay.
13:00
Speaker 1
interesting there is one that is not blinking Can you no no not just uh okay which one's this it's not blinking why is this one not blinking
14:00
Speaker 2
Yes, sir. Okay. So, we still have, sir, one minute and 30 seconds left.
14:00
Speaker 1
Mmm. Interesting. Going to go on to the tab. One upstairs. The one upstairs. Okay. I wonder if it was here. One there. What is this one? This is The Kinn important. [silence] Yep, When Who's upstairs
15:00
Speaker 2
So, it's already three minutes there. You can plug in back there the child node. You can turn it on now.
16:00
Speaker 1
All right. A blue light came on. Now the blue light is clickering and blinking. Every year you guys make new ones and I keep buying these. Is there like a trade in thing with you guys?
17:00
Speaker 2
okay. Okay. [silence] [silence] [silence] [silence] For the trade answer, I don't think we have one, because [silence]
17:00
Speaker 1
yeah [silence] You know, it says Mesh Wi-Fi: up to 3000 square feet but I mean, obviously my house is [silence] 5000 the uh from basement to all the way up but even two nodes are slow You think adding more direct connected nodes makes a difference?
18:00
Speaker 2
We don't do direct sales on our end, so we're just dependent with our third party, resellers for now. Well, for this one sir, we have to also consider the type of environment where you're going to place the node because that even though the node can [silence]
18:00
Speaker 1
Yeah, I have too many walls, so I think connecting it directly to the mother node is a good thing, right? After turning blue, blue, blue, many times it turned white. Yeah.
19:00
Speaker 2
can go up to 3,000 sq. ft. depends on like how many walls in between, what type of walls do you have or where it is actually placed. Correct. So, yes, if that's the case, wired back hole, using wired back hole or wired connection will actually stabilize a good connection with the nodes. It turned white. Okay, can you double check sir if it's showing online on the Linksys app?
19:00
Speaker 1
Okay, let's see. It says mothernode. Oh, and it turned red now. It was showing for a second, but it's red. Is it solid red, what does that mean? But that's not true, right? Because it's coming.
20:00
Speaker 2
uh, if it's turn to solid red. ah, okay. I'll set the timer set for sixty seconds. let's see if that will change for a different LED or it will remain solid red. uh, if it's solid red, sir, that means it's not getting any internet connection from where it is connected.
20:00
Speaker 1
It's coming directly from the mother Mother thing. Everything else is working, you know? Okay. And And yeah. Yeah. Yeah. Yeah. What do you want me to do? Okay, I will do that. I'm going to disconnect from the gigabit switch.
21:00
Speaker 2
Yes. But for that node only, sir. Is it still solid red, sir? Okay. Can you Um, just for isolation, sir. Can you try to wired it directly to the mother node? Just just for isolation. Okay. Um, wired it, sir, directly to the parent node. Yes, sir. Yes. disconnect to the switch for the meantime, and then connect to the mother node for isolation.
21:00