V2 Rubric Detail — ebb1d8c6-64ed-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:00
Duration
29m 36s
Contact
Erick Murray
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 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
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership2.86/5
Escalation5.00/5
Customer Exp1.07/5
Overall37.6% (-6.4)

V2 Grader Summary

The agent identified the symptom of intermittent connectivity and suggested valid steps like forgetting Wi-Fi, but failed to execute core diagnostics such as retrieving logs, checking firmware, or using the admin interface. The call lacked structure and adaptation to customer confusion, ending without resolution. Ownership was maintained, but no follow-up plan was established, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports intermittent Wi-Fi signal drops with MX-600 mesh; agent suggested forgetting Wi-Fi, checking logs, and adding a node, but no effective troubleshooting was completed. Issue remains unresolved.

Troubleshooting Steps
  • Asked about device type and node placement
  • Suggested forgetting the Wi-Fi network and reconnecting devices
  • Reviewed Wi-Fi settings and auto channel finder (customer confirmed enabled)
  • Attempted to guide customer to router admin page to retrieve password
  • Discussed device-to-node connection based on app signal strength indicators
Key Observations
  • Agent never collected serial number, verified warranty, or confirmed support eligibility.
  • No basic troubleshooting steps like power-cycling the system were performed (critical omission for intermittent Wi-Fi).
  • Agent referenced network logs but did not act on them beyond suggesting device reconnection.
  • Suggested adding a node upstairs despite customer stating low usage and good signal upstairs, indicating poor environmental assessment.
  • Failed to assist with router password recovery or provide alternative access methods when customer was blocked from admin UI.
  • No clear next step, callback, or escalation path was established before ending the call.
Positive Highlights
  • Correctly identified the issue as potential node steering or client roaming problem based on symptom description (intermittent signal over short distance).
  • Guided customer to check Auto Channel Finder setting, which is relevant for Wi-Fi performance (timestamp [16:00]).
  • Attempted to use diagnostic logs from the app to inform troubleshooting (timestamp [12:00]-[17:00]), showing awareness of advanced tools.
  • Asked about physical node placement and wall interference, demonstrating understanding of RF environment factors (timestamp [08:00]).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not confirm product serial number or warranty status when relevant to support path.
  • Failed to perform fundamental troubleshooting such as a power-cycle of the mesh system.
  • Did not verify or assist with router admin password access, leaving customer unable to proceed with UI-based steps.
  • Provided environment-mismatched advice by recommending additional node placement where signal and usage are sufficient.
  • Did not interpret or act on signal strength data from the app beyond generic 'forget and reconnect' guidance.
  • Ended call without setting a concrete next step, escalation, or follow-up plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored Wi-Fi connectivity or confirmed a fix; the call ended with the customer still unable to log in and unresolved signal instability.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about device type, distance (25 ft, one wall), referenced logs, and suggested forgetting Wi-Fi or adding a node, but skipped essential steps like power-cycling the router, checking firmware, or verifying band steering.
R3 Partially Met Correct resolution path conf 85%
Agent pursued troubleshooting (forget network, add node) but did not follow a complete model-specific path (MX6200 is Cognitive Mesh) or escalate when login failed and diagnostics stalled.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (signal drops after small movement) and asked about distance/walls, but failed to logically sequence diagnostics or isolate root cause like poor roaming or backhaul issues.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed to check 'network logs' but never actually retrieved them; did not use admin UI, remote tools, or modem/WAN test despite needing diagnostic data.
T3 Partially Met No misinformation conf 85%
Advice to 'forget and reconnect' is technically sound per adjacent_smartphone_wifi.md, but 'adding a flood know' is garbled and 'DFS node steering' is misnamed (should be Band Steering for MX6200).
Communication
C1 Not Met Clear & professional language conf 90%
No clear framing, timeline, or structure; long silences, abrupt shifts from logs to password request, and no control during customer confusion.
C2 Not Met Confirmed understanding conf 90%
Used jargon like 'DFS node steering', 'auto channel finder' without explanation; failed to confirm understanding or adapt to customer's evident confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and attempted multiple troubleshooting steps without avoiding responsibility.
O2 Not Met Proactive follow-through conf 95%
No defined next steps or timeline; ended with password request but no follow-up plan after login failure.
O3 Partially Met Closure confirmation conf 85%
Mentioned prior L2 ticket but did not reference specific findings or steps taken, leading to redundant questioning.
Escalation Judgment
E1 Met Correct escalation decision conf 80%
Agent continued troubleshooting instead of escalating; issue (roaming/poor signal) was within L2 scope for Cognitive Mesh systems.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at the time.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Offered brief apologies but did not acknowledge repeat-contact fatigue or express empathy for ongoing frustration.
X2 Not Met Tone & rapport conf 90%
Did not adjust tone or pace despite customer confusion; continued technical language even after login issues arose.
X3 Not Met Overall experience conf 90%
Repeatedly asked customer to provide router password and device details that could have been retrieved via admin access if login succeeded.
Call Transcript34 turns · 44 lines
Speaker 1
This is links to technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. Hello. Hello, sir. This is Mark from the links level 2 Tech team. This is the best time to call you back. All right, sir. From what I can Yes, sir. So, from what I can see, sir, the initial reason you call this is because you're experiencing intermittent connectivity with your MX-600 mesh system. And uh, I think this ticket was previously handled by level 2 as well. And and you close that on [silence] I'm sorry. You were testing the, or you were testing a device or what device?
00:00
Speaker 2
Okay. Uh, but, yeah, nothing seemed to be working what they, when they're trying with resetting this, resetting this. resetting this. So, I'm trying to find a different solution. Um, like now I'm in my office. If I, if I step back two, I probably lose a bar. Like, right now, I lose a bar. Now, I move back forward one step, I get back my three bars. Um, so, my signal would be choppy, choppy at times. If I step outside my door, I lose my signal for WI-Fi. So, I'm not sure if I need to add another, another, child node to my system.
01:00
Speaker 1
Do you have a device sir? Is that a phone or a laptop an iPhone or an Android phone? Hello, sir. Yes, was that an iPhone or an Android phone which iPhone model? You have three notes in total, sir. and what's the behavior? All of them are wired and have a white light. Yes, sir. I'm still here. So, the nodes are connected wired, and at the moment, all three nodes have steady white light. And, I said from this, uh one bar when you go outside the office and then when you go inside, you get the one bar that you lose outside. Uh, what else are you observing? [silence]
02:00
Speaker 2
Yes, yes. Well, I'm experiencing where when I'm in my office, if I move one step, I'm on the phone or doing something. The the phone start to browse because it doesn't have the internet or weak signal and I have to move to a different part of my home just to be able to hear the person talking on the phone because of my signal has gone bad with a Wi-Fi. Yes.
03:00
Speaker 1
Did you, or what exactly is happening, sir? Does it completely disconnect the device from the Wi-Fi, or it's a. Okay. But when you reconnect the device to the Wi-Fi, does it reconnect immediately, or what?
05:00
Speaker 2
Doesn't completely disconnect it's just the person can't can't hear me or the signal is in and out when I'm talking. And then um when I move back to location, it gets back a good signal on the wi-fi. [silence] move two steps forward to a certain location. The internet is super good again and you could hear me. Everything is good. [silence] It doesn't just completely disconnect. It's just where my signal is choppy to people.
05:00
Speaker 1
Is there a specific location in this house or building that you're the office.
07:00
Speaker 2
[silence] from my office. I was in my office. I moved two steps back. I lost the full bar up on top. I just had the small little dot and one. I don't know if you could hear me. Could you hear me? I can hear you now. I moved again, and now I'm getting the three bars back at the WiFi bars.
07:00
Speaker 1
the actual phone or are you on a an application and then is there a note in the office or what's how far is the closest note? OK. So there's no note in the office, but it's 25 ft from the closest note to it. How many walls are separating? OK. One wall between the office and the the living room nodes.
08:00
Speaker 2
Yes. One on my phone. One on my phone. no. The distance between me and the nose is about uh 25 about 25 feet. Yes. One wall, one wall. Living room, yes. Yes.
08:00
Speaker 1
25 Fever... this living room no, this is the pair node. The living room node is that the pair node? Pair notice a loss.
09:00
Speaker 2
You're going out. No, the parent node is in a closet.
09:00
Speaker 1
Are there devices you think we should expect to connect to the Pereno node? I mean to the Wi-Fi of the Pereno node. Uh, well, you mentioned that the Pereno node is in the closet. So, are there devices close to that closet that we can expect that they should be connecting to the Pereno node? About how many devices are we talking? Okay. [silence]
10:00
Speaker 2
Yes and yes. Yes. yes
10:00
Speaker 1
we have a network administration. And then, so there's Network administration, then look for Diagnostics. [silence] and there's the option to send network logs. You gotta send it twice. After sending the first one, send it again. [silence] All right, let me check. [silence] oh, uh, since you're there. sir. on the, uh, yeah, since you're, you, have the app open. uh, go back one page. let's go to Wi-Fi settings. what are the options you have? should you have m L o DFS node steering, client steering
12:00
Speaker 2
Wi-Fi servers this. Wi-Fi settings okay. Okay. Nice security type WI-FI, mode channel, find her dynamic frequency.
15:00
Speaker 1
Security Wi-Fi mode or security type. What is the security type? Oh, not necessarily. Multiple selections. Yeah. Let's go to channel finder. There should be this toggle button, sir. That says auto channel finder. Is it enabled? Okay, that's right. [silence]
16:00
Speaker 2
Of the security types. Click on that. It has, it says multiple selection. Yes, that's what it has. Yes. No.
16:00
Speaker 1
And take a look at this. Okay. Now, based on the logs, there are devices that are getting signal strength that are beyond the acceptable tree threshold. Now, these are probably the devices that are. Not getting pretty good signal. One trick that we can do is to have those devices forget the Wi-Fi and then reconnect it. Because for these devices that are getting signals that are beyond acceptable threshold, there's a possibility that it's not connecting to the closest node to it. So to rearrange the way it's connecting to the Wi-Fi, have these devices forget the Wi-Fi and then reconnect. So, when you have a device forget the Wi-Fi, what will happen is that when you select the Wi-Fi, it will ask you to enter the password again. It said the password again before it can connect. And do you have a... well, when I checked the logs here, there are devices that I think are far from whichever note it's close to. So, if you can add... I'm not sure how the nodes are positioned, but how many floors do you have in total? Oh, two. So, how are the nodes positioned? The...
17:00
Speaker 2
okay. So adding a. adding a flood know to my home wouldn't do no difference. to go upstairs and to downstairs.
19:00
Speaker 1
One upstairs. Downstairs. Okay. So the parent node is it in the Freeze. in the downstairs. So the one in the upstairs is a child node. Okay. Why child node? So this node in the upstairs is this position like in the very uh open area living room. Okay. Uh I think
20:00
Speaker 2
It's in the closet downstairs. (close instrumentation). Yes, it's wired. (close instrumentation). It's in an open area. (close instrumentation). It's in the living room.
20:00
Speaker 1
What you can do instead is this if you can add one node to the network then maybe uh put two nodes upstairs and then I think the best position is to uh I see. Mhm. Okay.
21:00
Speaker 2
Well it doesn't do me any good because not much people is upstairs. No one no one really goes upstairs. The only thing upstairs is a TV, two TVs, no one TV that uses the Wi-Fi and a sound system that uses the Wi-Fi. Every so often when my sons them come home, they use their TV in there, but they're not they're not home. They're all in college. So upstairs, I don't need two Wi-Fi router upstairs cuz upstairs the signal is good.
21:00
Speaker 1
It should be on the apps. So if you go to the device list. If you're in the device list, what it should show you is the signal strength of the device when connected to a node. Then it should somehow show you which node it's connected to, either the parent or the child node.
22:00
Speaker 2
How could I tell which device is connected to which router? Yeah.
22:00
Speaker 1
and how much is or what's the numbers are like should say negative something negative like does it not show you that [silence]
23:00
Speaker 2
See, I got two amplifiers downstairs and it's showing, it's, it has one, two, it's like, I can't see how much bars there's showing there. It's one, two, three, it has a fourth bar, but it's not showing the fourth bar. Negative something, Right, sorta. 0 the upstairs receiver is showing all four bars on the Wi-Fi to the, 0 the, 0 to the node that is connected to upstairs. The, 0 the downstairs one they're showing. 0 two of them and I have these two amplifiers are sitting right? Let me see downstairs here downstairs. 0 I have something also upstairs. 0 Arrow 100.
23:00
Speaker 1
okay okay okay okay okay okay okay that's what i'm saying sir there are devices that are not connecting to the closest node so try to have that TV forget the Wi-Fi and then reconnect it re-enter the password in in that way
25:00
Speaker 2
So, like, my Android, I don't have an Android mobile, but it says I have an Android mobile, I have an Android TV, but that's showing that it's connecting to upstairs and that TV is downstairs. Okey, which is Pankko-Kcakom? is
25:00
Speaker 1
Open the browser.
27:00
Speaker 2
Okay. It says your connection isn't private. Continue to 101 unsafe. [silence] Okay. [silence] [sound of computer] [long pause] Hello? Hello? Huh? Hello? Hello? Hello?
27:00
Speaker 1
Yes. So do you still remember the router pass for me? Well, let's try to log in to and see if that is true. Uh, you don't remember creating a pass before? But uh, [silence] Forgot. [silence]
28:00
Speaker 2
Okay. Access your router. I did all of this already and whatever you're going to go do here, it didn't work because somebody else did the exact same thing you're doing here. One second, I gotta go getting a password from that, from one of the notes. No. [silence] I remember creating it last year when I log into the links from my mobile phone.
28:00