V2 Rubric Detail — e8e44be2-69b6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 19:09
Duration
17m 45s
Contact
Charles Beaudette
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133158
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
Escalation0.00/5
Customer Exp3.21/5
Overall45.3% (-8.7)

V2 Grader Summary

The agent performed a basic power-cycle that temporarily restored connectivity but failed to conduct full troubleshooting, use diagnostic tools, or escalate a recurring issue despite valid triggers. While the agent maintained ownership and courtesy, no meaningful progress was made toward a lasting resolution, leaving the customer to monitor and re-report the problem.

V1 Case Analysis

Customer's Velop child node showed solid white LED but appeared offline in app. Power-cycle restored connectivity temporarily. No model/serial collected, no firmware/placement check, no escalation offered. Advised to monitor and call back if issue recurs. Warranty nearing expiration.

Troubleshooting Steps
  • Confirmed child node LED status (solid white).
  • Instructed customer to power-cycle the child node (unplug for ≥2 minutes).
  • Verified node returned to solid white and app showed connectivity post-power-cycle.
Key Observations
  • Agent did not collect model number or serial number despite recurring hardware issue and warranty concerns.
  • No verification of parent node status, WAN connectivity, or firmware version was performed.
  • Only a basic power-cycle was performed; no signal strength analysis, placement guidance, or firmware update was offered despite chronic failures.
  • Agent did not offer escalation or deeper diagnostics despite the issue being chronic and warranty-sensitive.
  • Customer explicitly mentioned warranty expiration concerns but no warranty status verification or escalation path was provided.
Positive Highlights
  • Correctly identified the issue as a child node connectivity problem and focused troubleshooting appropriately.
  • Successfully guided the customer through a power-cycle, which is a valid first-step fix per KB.
  • Confirmed LED status and app status post-fix — good validation step per KB.
  • Demonstrated empathy regarding the customer's warranty concerns.
Agent Errors / Gaps
  • Did not collect product model or serial number — critical protocol miss for recurring hardware issues and warranty verification.
  • Did not verify parent node status or WAN connectivity before troubleshooting child node — violates isolation protocol in KB.
  • No firmware check or update recommendation — missed opportunity per KB guidance.
  • No signal strength or placement assessment — missed opportunity per KB guidance.
  • No escalation offered despite recurring issue and warranty proximity — violates escalation triggers in KB.
  • Misinterpreted solid white LED as 'online' without confirming app status — per KB, solid white means 'online and working' only if the app confirms connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer's child node reappeared briefly but issue is recurring; no permanent resolution, RMA, or escalation provided.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed a power-cycle, which is a valid first step per KB, but skipped deeper diagnostics like checking parent node, firmware, or signal strength.
R3 Partially Met Correct resolution path conf 80%
Agent pursued basic troubleshooting appropriate for an out-of-warranty device but failed to acknowledge warranty status or outline a path beyond observation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (child node offline in app) and attempted a logical first fix (reboot), but did not probe root cause (e.g., backhaul, firmware, interference).
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools: agent did not guide customer to check router dashboard, app logs, or signal strength; relied solely on LED color and verbal report.
T3 Met No misinformation conf 95%
Power-cycle instruction (unplug, wait 2 minutes, replug) is technically correct and aligns with KB reboot procedures.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set a clear immediate step (reboot child node) and maintained control, but did not frame a full plan or manage expectations about recurrence.
C2 Partially Met Confirmed understanding conf 75%
Agent used respectful tone and acknowledged customer frustration, but did not adapt language or confirm understanding of technical steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 80%
Agent told customer to call back if issue recurs, but provided no timeline, diagnostic follow-up, or proactive next steps.
O3 Partially Met Closure confirmation conf 75%
Agent acknowledged prior support contact and recurring issue, but did not reference specific past steps or document continuity in detail.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Recurring hardware-like issue with child node and customer nearing warranty end are valid escalation triggers per KB; agent failed to escalate.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution criteria (correct team, details, notification) were not met.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed understanding ('totally understandable') and remained polite, but empathy was brief and not tied to customer’s repeated effort.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, used courteous language ('sir'), and maintained calm engagement throughout.
X3 Partially Met Overall experience conf 80%
Customer had to physically unplug/replug and monitor node; agent could have reduced effort by guiding app/dashboard check remotely.
Call Transcript26 turns · 28 lines
Speaker 1
[silence] Yes, my name is Chuck PDT and I have a case number 133158. And the I thought we had the problem solved, but now my satellite is disconnected.
00:00
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. Register your product by visiting register.linksys, www, dot com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support. Please have your device 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. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
And it gives me a white light saying everything is fine, which is not the case. And this is an ongoing problem with this. not now, the primary unit is working fine. It is connected and those units are working fine. Everything is switched now to the primary because the satellite says that it is functioning correctly based on the lights. Obviously I can't look at it, but the main module or the app says you're not connected. I have an internet, I have an internet on the prime. The second, the satellite unit, I do not have a connection. It appears, uh, based on what the system is telling me. The child node is white. But nothing, but nothing is connecting. Nothing will connect to the satellite, even though it says it's white. every. Well, in this particular case, I have not done anything this time. The last time I had issues, I went through the whole reboot process. I then went through it with you. [silence]
01:00
Speaker 2
Okay. But what, what's the color of the child nodes? ... Solid red. Okay. So it it, it it's actually online. Um, the only issue you have is the Linksys app is showing you different. Okay. Um, and what have you done so far, sir?
02:00
Speaker 1
your support group and we completely deleted everything in the module in the satellite and went through that it works good for what three days and now we're back to the same problem again. Right. And it won't reach. That is correct. It says that I'm not there and based upon all my devices that are connected to the system, all of them that were on the satellite have of course all switched to the primary with the lowest yeah, to the parent unit.
03:00
Speaker 2
Okay. Well, technical issue. The main issue right now is that you've lost connection with your child node. Although it's showing solid white, but it it um, it indicates disconnected on your or offline on your linksys app. Uh just give me the of the okay. I'm. Okay. Let me just need.
03:00
Speaker 1
yeah that's that's boards and that's fine chuck is fine Yeah. part of them were connected to the child node for about I don't know, but at least a couple of days, I would assume. And then um I was checking the system to make sure that everything is working good. Now that we've thought we had it all fixed. Uh it turns out they are not, um because like I say everything's shifted back to the parents and the system says it's connected. The app says it's not connected. It doesn't see it. It says it's got a problem. Um and I haven't changed anything on it since we set it up and I haven't even tried to do another reset because this is the this was the original original problem. And when I had called into you guys the the
04:00
Speaker 2
Some of them were previously connected to the child now.
05:00
Speaker 1
what I did do is I couldn't even get it to reset correctly and you guys um you know the the lady I speaking to, I can't recall her name. Um worked me through a whole okay walked me through another way to do it and we did it and it re-established. Um but now we're back in the same boat again. And my signal strength was decent. I mean it was it was it wasn't 60. I mean so we weren't at the far end. We're about 54 to 55 uh from a dB signal strength standpoint and like I say the system says I'm good I'm working um but we know it's not.[ silence]
06:00
Speaker 2
Yeah. Yeah. Okay, sir. So here's what we're uh here's what we we're going to do now, sir. Um let's try to make it basic first. You know because
06:00
Speaker 1
Okay, let me run over to it. I'll disconnect, wait a couple of minutes and then I'll be right back to you then. Okay. [silence]
07:00
Speaker 2
Okay. So, let's work on with your child node. Let's go and unplug it from the power source. Wait for at least 2 minutes for the child node. Before we plug it back into the power source again. Mhm. Okay, sir. [silence]
07:00
Speaker 1
OK, I have disconnected it from the power source so it's, it's sitting idle for, um, two minutes. OK, I can do that. OK. My biggest concern is, if we get it working again, how long is it going to last? Because it seems to be chronic.
08:00
Speaker 2
Okay, sir. I have a timer here and I'll just inform you when to plug in back your child node. okay? all right sir. so let's give it some time, mmm that uh also, uh well, is this the second time that it happens sir? like the last time, is it the same condition? like the child node shows solid white but it's not connected?
08:00
Speaker 1
It's happened two times prior to me calling in and I was able to just I was able to reset the unit and establish like it was a new node again and it worked fine for four or five days and then that happened twice and then the third time it wouldn't let me do anything and that's what I called for technical support because I couldn't even reset it. Um and she walked me through the process a diff-the process differently than what I was doing and we were able to re-establish it looked good. Uh and she was said, well, signal strength may be a problem. So I moved it around the house a couple times and it disconnected and it reestablished fine, looking for where's a better signal and and it seemed to be good where I had it. And then um it's.
09:00
Speaker 2
Okay. Uh-huh. Mhm. I see. I think we come to you after our call with an update or and then also if you are able to, uh I'm happy to accept a call. Mhm. I see. All right. Thank you so much Charles for your time. Again, this is Rio from Weak Peak. It's a call back from Revolving President Ward. Uh-huh. Have a nice day guys.
09:00
Speaker 1
[silence] reboot [silence] okay [silence] okay [silence] okay [silence] i will do that [silence] i'm going to [silence]
11:00
Speaker 2
uh reach out to us. for now we want you to observe we will notate everything here um let's see if it will go back online with the simple um test and uh let's yeah and um let's see if um how long will it last then you can always reach out to us again in case that it will happen so that we can move on to you know um the next course of action. all right sir. so um it has been over two minutes. more than two minutes yeah. we can proceed sir in in following back your child node. all right sir. Thank you so much. [silence]
11:00
Speaker 1
It's plugged back in. I'm just waiting for it to splash in blue at the moment. So I'll be back in just a minute. Okay. Okay, okay, be right back. Okay.
13:00
Speaker 2
alright sir no problem sir uh just uh keep me up yeah keep me updated
13:00
Speaker 1
It is connected again with a white light. Let me see if I can get into the app and see what the app is telling me. It still says the only has one. The system says there's, oh, well, maybe we're good now. Okay, it did re-established where I stuck it just to do what we need to do the signal's a little low though. I need to move it again back to where it's supposed to be. But I had to put it where I could reach it to do something. But it says it's established now again. [silence]
15:00
Speaker 2
Yes, sir. All right, sir. All right. So it's it. Uh-uh. Yes. OK. That's good to hear, sir. For now, sir, I want you to observe the child node again. But in the event
15:00
Speaker 1
[silence] Okay. All right. I'll watch it again. Uh, I'll make I'll make sure it's in the yeah. For the moment we're good. I just didn't wanna I was gonna do a reboot but because it's recurring. I figured I need to talk with you guys cuz I know I'm getting close to my warranty date which I don't want to have an issue either cuz I don't want to have to buy another satellite. Um, So, um the case I just want to confirm my case number is 133138. Okay. Okay. All right.
16:00
Speaker 2
[KEEP_UNCERTAIN] that it will happen like um it will occur the issue occurs um we will be proceeding with the next troubleshooting okay so for okay sir so for now we're all good okay all right yes sir I I get it yeah uh totally understandable yes sir 1 3 3 1 5 8 anyway we can always check your case here all right [silence]
16:00
Speaker 1
well what I'll do is I'll watch it and if we get another occurrence here I will call back to you cuz like I say then it seems like we have a recurring problem. Okay, I appreciate your help this morning and this afternoon. okay. you too and thank you. all right, bye-bye. okay, hang up the phone. [silence]
17:00
Speaker 2
sir. Yes, sir. Yes, sir. All right. Sure, sir. You're very much welcome, sir, and thank you as well for your constant support with linksys, sir. Have a great day. Thank you for calling. All right, bye for now. Yes, sir, you can release the call now.
17:00