V2 Rubric Detail — f1496afe-6391-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 23:29
Duration
39m 13s
Contact
Earl Aldridge
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#TE00132859
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Adding new CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication0.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall37.3% (-0.7)

V2 Grader Summary

The agent attempted troubleshooting by changing Wi-Fi security and recommending disabling old nodes, but failed to follow a complete diagnostic process or resolve the issue. No formal escalation was initiated despite an ongoing connectivity problem, and communication was poorly adapted to the customer’s needs. The case was closed without achieving resolution, leaving the customer with only a phone number for further support.

V1 Case Analysis

Customer reports intermittent streaming buffering on MX6200 mesh. Agent used unauthorized remote tool (join.zoho.com), changed Wi-Fi security to WPA2-Personal, advised disabling legacy nodes, but did not verify resolution. No serial/warranty/case data collected. Provided Level-2 hotline for follow-up.

Troubleshooting Steps
  • Initiated remote session via join.zoho.com.
  • Reviewed node signal strength and backhaul connections via router admin page.
  • Changed Wi-Fi security mode to WPA2-Personal.
  • Advised disabling older mesh nodes to reduce potential interference.
Key Observations
  • Agent used unauthorized remote-support tool (join.zoho.com) instead of Linksys-approved method [05:00].
  • No verification of fix was performed despite customer reporting temporary improvement [34:00].
  • Agent failed to collect serial number, warranty status, or case number despite troubleshooting a hardware issue.
  • Instructions were often unclear or fragmented (e.g., 'one button with this one button') [27:00].
  • Agent copied wrong information (ticket number instead of hotline) and had to correct it mid-call [36:00].
Positive Highlights
  • Correctly identified potential interference from older mesh nodes and recommended isolating them [22:00].
  • Accurately diagnosed that WPA2/WPA3 roaming issues could cause disconnections and changed security mode to WPA2-Personal, a valid KB-aligned fix [13:00].
  • Attempted to validate signal strength of client devices (TV) and reviewed backhaul performance [33:00].
  • Provided the Level-2 support hotline as a valid escalation path when resolution could not be confirmed [37:00].
Agent Errors / Gaps
  • Used unauthorized remote-support URL (join.zoho.com), violating security and support protocol [05:00].
  • Did not collect or confirm product serial number, a required field for mesh troubleshooting and warranty eligibility.
  • Failed to verify warranty status or support eligibility before performing remote troubleshooting.
  • Did not create or cite a HappyFox case number, violating case management protocol.
  • Provided vague and confusing instructions such as 'one button with this one button' [27:00], which the customer could not follow.
  • Failed to confirm that the applied changes resolved the issue before ending the session [34:00].
  • Mistakenly copied ticket number instead of Level-2 hotline and had to recover mid-call [36:00], indicating poor attention to detail.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; advised customer to observe and call Level-2, with no confirmed fix or RMA initiated.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent changed security to WPA2 and suggested disabling old nodes, but skipped essential steps like modem-direct speed test, LED check, or PPPoE/VLAN verification.
R3 Partially Met Correct resolution path conf 80%
Agent pursued best-effort troubleshooting (disable old nodes, security change) and provided L2 contact, but failed to formally escalate or determine if hardware fault warranted RMA.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (buffering during streaming) and suspected old nodes, but diagnostic process lacked structure—no confirmation of ISP status or wired performance.
T2 Partially Met Appropriate tools / resources used conf 75%
Used remote access (Zoho) and attempted router login, but did not run a speed test, check WAN connection, or verify modem status—tools clearly needed for speed/connectivity issue.
T3 Met No misinformation conf 90%
Recommendation to use WPA2-Personal and disable older mixed-generation nodes aligns with KB guidance to avoid compatibility issues.
Communication
C1 Not Met Clear & professional language conf 85%
No clear opening frame, frequent unexplained silences, abrupt transitions (e.g., sudden request to disable nodes), and poor call pacing.
C2 Not Met Confirmed understanding conf 80%
Used terms like 'backhaul,' 'security mode,' and 'BH report' without explanation; did not adapt to customer’s non-technical references (e.g., 'spinning wheel').
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, performed troubleshooting, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 75%
Provided next steps (observe, call L2) and phone number, but no timeline or proactive follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 70%
No prior case history was referenced or observable; this appears to be the first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Issue remained unresolved and technically complex (mixed mesh nodes, persistent drops); warranted formal escalation, but only a phone number was given.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Expressed appreciation and 'thank you for your patience,' but overall tone was robotic and lacked genuine acknowledgment of frustration.
X2 Not Met Tone & rapport conf 80%
Continued with remote session and technical steps despite customer confusion and repeated 'thinking' delays, without adjusting pace or method.
X3 Not Met Overall experience conf 85%
Customer had to repeatedly enter session ID, password, and download files despite slow connection—steps that increased effort unnecessarily.
Call Transcript64 turns · 70 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, this is Paul from Linksys. This is Paul's service from Linksys customer service team. Can I speak to Erv? Okay, so Yes. Yes, sir. Yes. That's okay. So[silence] [silence]
00:00
Speaker 2
This is LinkSys, babe. This is LinkSys. How you doing? Sir? Yes, can you hold the line just a minute? Okay, hold the line just a minute. Okay, Police, I'm going to let you turn this thing off. I know how to do it. I got to. Talk to this guy. I got to. Talk to the, talk to the guy.
00:00
Speaker 1
Yes, yes, I'm here. Yes, I can hear you fine, sir. Yes.
01:00
Speaker 2
Okay. Let me see. Hello, hello. Okay, hold on. I'm gonna put your piece on. Can you hear me? Okay, good. Good.
01:00
Speaker 1
OK, so.
02:00
Speaker 2
[KEEP_UNCERTAIN] All right. Okay. I don't know go ahead. I'm listening. Oh no, it's not the microphone. Yes, yes sir. Well, let me let me let me tell you. Okay. I, uh, my, old round, let me explain it like this. Uh, Comcast is our internet provider. They came out and they upgraded their system in the neighborhood. Once they upgraded their system, the modem that I had at the time couldn't keep up with it because I had that modem for like 15, 20 years. So I upgraded my modem to a Netgear Nighthawk AC1900. Hence the number. This compression in the system. So I got that. [silence] Cannomt connect to WiFi. I can connect it by cable link. But that's not what I want. [silence] You need to let me know your experience. Have you changed your network SSID at all? Like putting a previous WPA2. Personal key into. The password, no? Do you keep? What I needed you to do, the WiFi connected, it was connected. But I've always changed my network in my house, my WiFi signal, today, day 11 [inaudible]. I have an Apple computer. I have a machine Apple that I use daily. But I don't use Apple products. I've been using Windows for 20, 25 years. I've had an iPhone. Years ago I switched to Android after Windows 10. It works much better. I actually switched back to Windows 10 and bought two new computers within the last couple months. Okay. Mizt i made uh did the modem. Once I done that the routers the parent and the child routers couldn't keep up with the modem. The old Linksys um uh body network process that I had. So then I bought uh two Linksys uh 6200. I made one a parent and one a child node in addition to the because I had four child nodes. So I had uh I made actually four uh um parents. Anyway uh besides the point. So once I upgraded to the 62 ohm my internet runs like almost like broadband availability. Because when we when we're streaming and watching TV it stops and then uh just
02:00
Speaker 1
Yeah, so to confirm sir, your connection is like, uh, keeps on disconnecting, right? So your TV- will sometimes- uh, restart then- uh, player will dis- uh, disconnect, yeah. Just keeps on buffering then dis- uh, connect, I see. Uh, disconnect, yes, I see. Umm, okay. So, how about, how about- this one- uh, is it okay we do- uh- remote access? Or- to or- uh, to your computer? Or- do you have, okay, yeah. Yeah, cuz- what I- I also- what I- I also want to- check sr., like the signal- uh, of your nodes. Okay. So for remote access sir, kindly- kindly access this uh- website. Okay, let me know if you are ready. Okay, so, please access JoyMe.
04:00
Speaker 2
[HUMAN_REVIEW] So that's what's going on and so it's like, um, uh, a now the last person I talked to, they did some troubleshooting, they couldn't figure it out, so that's why I'm they put me through to you. Yes, it's got the spinning wheel. It has the spinning wheel. Yes. Absolutely. Absolutely. Sure. Okay, hold on.
04:00
Speaker 1
[silence] join.net zoho.com, okay. join.zoho.com. Uh there should be a dot there, join.zoho.com. There should be a dot in [silence] Oh there's a dot sir in between join and Zoho. So that's that's join.zoho.com. Yeah, there's a dot in between. [silence] Okay.
05:00
Speaker 2
[DOWNWEIGHT] just a minute hold on hold on join dot zoho i got zoho Okay, I got joint zoho.com. oh oh dot i cannot type there let me see if i should upload is there default uh enter this site cannot be cannot be reached let me try it again
05:00
Speaker 1
join.zoho.com.in yes that com okay okay yes okay so use this numbers for the session ID that's 4
06:00
Speaker 2
Hold on.
06:00
Speaker 1
684 680 43 300 Then enter enter your name Yes Any name will do so Just don't leave that field Yeah That's okay Yeah Just enter a name then Aha It doesn't matter sir As long as it has an entry that would be fine Then click on join session Then after you click on join [silence]
07:00
Speaker 2
It's thinking. It's thinking. This is what I was talking about. I'm not-- the internet is a spinning wheel. Okay, wait. Okay. Let's see. Uh, session ID. Go ahead. Go ahead. 468. 04. 300. Okay, name. Your-- enter your-- enter my name? E-A-R-L. Do you need my last name or just first name? Okay. Did I?
07:00
Speaker 1
yeah click on agreed and download and download yes then after you click on agree and download it will download a file called the z connect file then after that download just run the file to install the utility okay [silence]
08:00
Speaker 2
excuse me, oh, excuse me. Okay, it's thinking. Okay. Let's see. Agree to agree and download. Okay. Okay. This is what I'm talking about. See, I get one gig into the house, but the way this computer's running, it almost run like a broadband. Uh, I don't know why. Let's say, okay, it says apply not opening. Application not opening. Download again. Okay, it says 100%.
08:00
Speaker 1
Not yet, sir. Did you run the file already? Just back to the E. Yes, just allow, yes. okay good You're welcome, sir, no worries. Okay. [silence]
09:00
Speaker 2
It said it's not downloading. Are you in? I did. Let's see. Okay. Run file. Do you want to allow this app to make changes to your device? Yes or no? Yeah. Okay. Installing remote session. I appreciate your patience. Thanks for calling me back. Thanks for calling me back.
09:00
Speaker 1
still downloading oh let's check this once okay let's see okay yeah it's trying to log in yeah i'm waiting for the
10:00
Speaker 2
you're extracting just this manager. Yeah. Yeah. So, so, that's why I know from what I was told, this Linksys 6200, this router is supposed to be top of the line. But my old router system was running faster than this. So, I don't know. Yeah. So, still thinking.
10:00
Speaker 1
Okay, I okay, so I'm now joining the session. Oh, but also do you have a pop up on your end like to confirm? Okay, good. Okay. Yeah, so let me just double check so we'll open another tab. So I will access the setup page. Yeah, I think this is the one. Yeah, let's see.
11:00
Speaker 2
Wouldn't you say it's running slow? Okay. Okay, just did. Join. Just popped up. Join. Okay, you're in. I could not open it with that right there. I had to use the numbers. I tried both for the Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only:
11:00
Speaker 1
okay. Okay. Okay, I just want to confirm how many devices are connected to the network in total? Okay, so there you go. Mhm Mhm Ok The older ones, I see Okay, so Before the So, you have names Separated Ok So, we'll try to change the security motor to WPA2 personal ok Because sometimes your device will kinda switch From WPA2 to WPA3 and yeah, if that happens Sometimes it will disconnect the devices From the network, okay So, let's try using the WPA2 personal Security So to avoid the device from switching Ah, no need You don't have to do anything You don't have to do anything
12:00
Speaker 2
Right now I have the parent router which is the 6200 and I have a child node that's a 6200 and then two other routers. The old routers. Okay. Why didn't you do the G6, uh, 6G8? Okay. How long have you been doing this? How long?
13:00
Speaker 1
yeah, of now going out, yes. Since the old models, the non-mesh router, Yeah, the keep still loading. Huh. Yes, we are actually doing this every day, like changing the Wi-Fi settings. Uh, yeah. Uh, let me change this one. I'll take it down. This one isn't it that that that one that one that one one that one. For GoGo, Go.go, CCGI. So, I'm trying to access the logs. So I just want I also want to check the signal string admin. Can you type against your route their password? So, I'm sorry, I can't turn
15:00
Speaker 2
Oh, wow. Yeah, you seem to know. I can tell you know what you're doing. He like riding a bike for you.
15:00
Speaker 1
yeah let's click on sign in sir if you are done yeah try again yeah it didn't go through [silence] yes yes please yes admin for the username [silence] okay I think it went through this time [silence] it's still loading [silence]
16:00
Speaker 2
Didn't go through. Try it again admin. Lots of people. Manager. Manager. Out front. We want to get in there and fix it. Beaver stuck. Big dude.
16:00
Speaker 1
I know, so I'm trying to find not not everything there. So just a specific, what you call this? Result. We call that BH report. not everything like mamba jumbo words so that's a lot no it's not so we are only checking this part here because this is the signal the devices are getting from the router so 5 7 66 so they're actually good uh connection you have there [silence]
17:00
Speaker 2
you understand what you're looking at it it. I was like wow yeah.
17:00
Speaker 1
I just wanted to confirm. you only have like a two mx6200s, right? Two of them. Yeah, I see. Yeah, I see. Yeah, because this seems to be the, uh, this. Yeah, because I believe that this is, and yeah, I believe that this is the mx200 these other two are the old nodes, Yeah, these two here. Yeah, if you notice, these are the old nodes. Yeah, we can tell it based on the, their, this is the one, we call the backhaul. So this is the connection they are using, they have to connect from one node to another.
18:00
Speaker 2
[silence]
18:00
Speaker 1
Another yeah this one the five GL so it's using the five gigahertz. And this one this is for the other MX 6200 it's using the six gigahertz as it's uh what we call the backhaul and it does have pretty good signal as well. Pretty good speed yeah let me just copy this information. for our reference. Yes future reference. But usually how frequent is your Yes go ahead go ahead go ahead. Yes how frequent is this issue happening every day like how many times. Yeah what's the Hmm is it it almost every minute or every hour?
19:00
Speaker 2
What were you going to say? How frequent? What? Every day. Every day. Um, when we watching T.V., when we're streaming. When we're streaming, it it it happened. It it it just hangs so Oh no, no, no, no, it's like uh when we're streaming a channel, it might be every
19:00
Speaker 1
So if... Yes so like out 10 to 15 minutes. Is it okay so if you yeah try to check the TV while we are on the phone. So maybe we can see the issue in case it happens. Yeah. Yes yes. Yeah and I will also run like uh yeah. Yeah and while waiting so I will try to run try to
20:00
Speaker 2
I have to, go ahead. Okay, hey, Felicia. Um, when you're streaming, do the TV stop for you and you get a spinning wheel? All right, uh, the technician wants you to go to a streaming channel and, uh, just watch it while we're on the phone and tell me when it, when it starts, you get a spinning wheel. Um, let me see. I, I watched it, I was on an Amazon, I was watching an Amazon movie. Okay.
20:00
Speaker 1
the speed test.
21:00
Speaker 2
Okay. Alright. Next one. You need me to do something? You did. Okay. Is it's thinking? Uh, he, um, she said internet's not coming up. She still have internet right? Yeah, you supposed to have internet. But it's, it's just thinking? Uh, she said it's going real slow. It's not coming up. Yeah, but it shouldn't be that slow. It's still, she said it's thinking. The new note.
21:00
Speaker 1
the new note. Is it okay with you if we will turn off the old nodes? Yeah, turn it off for now. Add just the yeah, just the old nose. Yes. Okay. [silence] Okay. [silence]
22:00
Speaker 2
uh back upstairs. i? okay. my I I I i need it. burnt. yeah.
23:00
Speaker 1
Okay.
24:00
Speaker 2
06 000 Piece of the machine? What do you need me to do? She is, she has the she who has to
24:00
Speaker 1
okay yeah try to observe it will disconnect because the ping seems to be good. Yeah it's stable. It has a good ping results because I'm actually suspecting that it's the old nodes causing the issue yeah yes and also based on your article this is info so the nodes are yeah everything are connected to the parent but all their nodes has a yeah they have a good signal but the ready is kind of yeah.
25:00
Speaker 2
No, you do not interfering. Felicia, is there a good signal on the?
25:00
Speaker 1
Yeah, yeah, but still it's too early to confirm. Because this is common, so yeah, based on our experience Yeah, like if you have older notes if you mixed it with the new nodes So there's actually like a tendency that your device Will look for that old nodes Yeah, and sometimes that cause trouble With your connection And I'm going to do one button with this one button and then So make sure to turn off the automatic connection and then the question is next now if you disconnect your device under let's work weekend it has to do your device again so it doesn't mess up with that node that you just got is that clear[silence] that should be ready unless it's in the end node also if you have older notes but if y
26:00
Speaker 2
Okay. [silence] Okay. Let me know when it's up. [silence] Okay. [silence]
27:00
Speaker 1
Oh, you do smell it what's the Make But it is something now what's the make and model of that TV yeah the TV the brand of the TV [silence] okay. Oh I cannot find it because I'm trying to check the Mac address of that TV. Now I'll let me see you yeah yeah yeah I'll just check it here, see if I can see that TV.
28:00
Speaker 2
So you had the spinning wheel. Uh huh. it was. Okay. What did you say it? it's a. it's a. it's a. I just bought it about a couple months ago. it's a Vizio smart TV. you're trying to check the Mac address of the TV.
28:00
Speaker 1
Yeah. I know sorry. that you don't need. Yes, but it's hard for you. you like to check that one, sir. Let's just check it on the device list instead. I know sorry you don't have to. Hold on. Let me just check this one. Yes. On the setup page of the router. Hold on. I will just access it now. Can you type again, sir, the password of the router?
29:00
Speaker 2
Now, I know the Mac address is behind the TV, which is going to be hard for me to get to. Is it also on the box? Is it also on the box? What now? I can check, I can check the box. I still have the box. Okay. I'll get you.
29:00
Speaker 1
And just want to confirm, is this issues are, is this happening on all the devices on the network or just specific devices. Very good. Yeah, but those old nodes are actually getting the connection from the parent node as well. OK. Can you double check which one is that TV? This one. Is this the one? I don't know.
30:00
Speaker 2
should be living room. Yes.
31:00
Speaker 1
Give me light access. [silence] Brother, [silence] Okay, so the TV is actually getting like a good signal, sir. Yeah, here. It's minus 57. But if it's cutting... [noise] [silence]
32:00
Speaker 2
Felicia, Miss Pat's trying to reach me as I just sent her a text. I'll call it back. Okay. You said, uh, Felicia, the technician, said you should be getting a good signal. Technician says you should be getting a better signal now.
33:00
Speaker 1
in and, uh, site and that's still not normal yeah so since the connection yeah should not be have like any issues yeah should be the case so there's an improvement there right now yeah but still sir we cannot guarantee if the issue is actually fixed because yeah because you mentioned it just happened like randomly so even though you have a good signal but yeah there's also a possibility that this will be happen again okay because what we did there is we changed
34:00
Speaker 2
What's that? Okay, no issues, right? Okay, she said she's not getting no issues right now. Yeah, she's gonna turn to something else. She says she's not getting any issues right now. all right. She said it's working, it's working, it's behaving fast now. Yes, improvement. Yes. So, I get my,
34:00
Speaker 1
Yes, sir. Please go ahead. please go ahead. Okay, yeah. So, yeah, for now, sir, try to observe the connection, okay, from time to time. Hopefully, yeah, changing the security mode helped fix the issue. Please try to check it, sir, okay? Please try to observe it from time to time. If issue is still the same, then I would suggest that you give us a call, sir, so I will provide you our level two team hot line. Is that okay with you? Okay. So it may just, I will just write down here, sir, our level two team hot line, okay? Yes, yes, I will open a notepad. And no need, sir. I will be the one to just copy and paste. Yeah. and no need, no need, no need. I've already opened it. Okay. Yeah, I've already opened the notepad. Okay. So I'll just have to label it, uh, Linksys. Linksys L2 line.
35:00
Speaker 2
I'll receive my new notes tomorrow.
35:00
Speaker 1
So you don't have to wait for that case to be escalated again. Oh. Ah no no no no neither I didn't want to type. Yes I did. Uhm yeah this is the problem oh I copied the wrong one. That's actually your ticket number. Yeah the ticket number. And uh level two team hotline. Let me copy that one as well. Oh where is that hotline number? There you go.
36:00
Speaker 2
You need me to do something? [ silence ] Okay. [ silence ] That's my pad right there. [ silence ] Wow.
36:00
Speaker 1
Okay, so for now, so just observe that connections without the older nodes turned on for now, okay? Yeah, try to observe it first. Yeah, if... if connection is good without those nodes, so then we can confirm that those two nodes are interrupting your connection, so it might, yeah, mess up your connection. Yes... yes, in case you experience any issues. Yeah, feel free to give us a call using this number, okay? Yeah, it's already on your screen. Yes, yes, okay. Yeah, this one. 289-3408.
37:00
Speaker 2
Okay, yes. Okay. right. Okay. So I'll just call them all and install the new notes. Okay, are you using that number right there? That number right there. Here, I gonna write that down. Hold on. Oh. 213 289. Yeah. Okay.
37:00
Speaker 1
Correct. Yes. Yes, yes, that's for the Linksys level 2 team. Okay, you're welcome, sir. So I will now end this remote support session, sir. Okay. So you can take control of your computer. So I will end it now and end session. Okay. So thank you very much for answering the call, okay. And also thank you for your time and patience in hanging the call. And once again, my name is Paul from Linksys customer assurance team. Have a great day. And stay safe always. Bye-bye.
38:00
Speaker 2
Uh, 893408. 3, 4, 0, 8. Okay, is that just a tech technical support line? Okay. Alright, thank you so much. Yes. Okay. Thank you. Okay. Thank you, you too. Bye-bye.
38:00