V2 Rubric Detail — f39865d6-6b3d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 17:48
Duration
10m 11s
Contact
Bill Joyner
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133943
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly refused to provide troubleshooting unless the customer enrolled in a paid service, abandoning standard support protocol for a warranted issue on an in-warranty product.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot a blinking red child node on an MX12600, misidentified the model, directed the customer to a fake website, and refused assistance without paid service. No diagnostic steps were taken, and the agent abdicated ownership, constituting avoidance. The issue remained unresolved due to complete lack of technical engagement.

V1 Case Analysis

Bill Joyner reports one Velop node flashing red/blue and offline in app. Agent misidentified model, provided incorrect URL, and offered generic email guidelines without troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Collected serial number (M18C02237)
  • Asked for model (incorrectly identified as MX12,600)
  • Offered paid Connect service
  • Promised to email generic troubleshooting guidelines
Key Observations
  • Agent misidentified the product model as 'MX12,600', which does not exist in the Linksys product line.
  • Provided incorrect support URL (support.veltax.com instead of support.linksys.com).
  • Failed to perform any KB-aligned troubleshooting (LED interpretation, placement, reset, firmware update) despite clear symptoms of a reset loop.
  • Defaulted to paid support without attempting free diagnostics, then offered only generic email guidance after refusal.
Positive Highlights
  • Agent collected the customer's name and serial number.
  • Agent offered to send written troubleshooting steps via email.
Agent Errors / Gaps
  • Incorrect model identification ('MX12,600' does not exist).
  • Provided wrong support website (support.veltax.com).
  • Failed to follow standard Velop node troubleshooting flow (LED status, placement, reset, firmware update).
  • Did not interpret the red/blue flashing LED pattern, which is a critical diagnostic step per KB.
  • Did not verify the customer's email address before promising to send guidelines.
  • Pushed paid support before providing any free troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid resolution path such as RMA, escalation, or confirmed troubleshooting; only offered to email generic guidelines.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — no LED interpretation, no firmware check, no dashboard access, no pairing test; agent immediately defaulted to sending documentation.
R3 Not Met Correct resolution path conf 96%
Agent failed to select an appropriate resolution path; a persistent red blinking child node on an in-warranty MX12600 (Cognitive Mesh) likely indicates hardware or signal fault requiring RMA or advanced troubleshooting, not just emailed guidelines.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not establish a logical diagnostic process — skipped identifying root cause (e.g., signal strength, hardware fault), asked no relevant follow-up questions beyond serial number, and misidentified the model as 'MX12,600'.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt remote session, check admin dashboard, verify firmware, or access logs; relied solely on verbal description despite available diagnostic methods.
T3 Not Met No misinformation conf 98%
Agent provided technically inaccurate information by referring to 'Model MX12,600' — correct model is MX12600; also directed customer to 'support.veltax.com', a non-existent KB site (correct: support.linksys.com).
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to guide the interaction — no initial framing, lost control by asking for serial twice, and abruptly shifted to email-only support without customer agreement.
C2 Not Met Confirmed understanding conf 95%
Agent used generic, non-adaptive language; did not adjust for customer’s clear frustration or technical level, and made no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — refused to troubleshoot unless paid service was purchased and ended the call after offering only an email.
O2 Partially Met Proactive follow-through conf 89%
Agent stated they would 'send guidelines' but did not specify when, confirm email receipt, or set a follow-up; minimal next step with no accountability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact, so continuity could not be maintained.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
A persistent blinking red child node on a Cognitive Mesh system (MX12600) after customer-led reboots indicates a likely hardware or firmware fault — a valid trigger for escalation or RMA, which the agent ignored.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation was performed, and because escalation was warranted, E1 is Not Met. However, E2 cannot be rated as execution did not occur, so it is N.A. per rubric rules.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy — did not acknowledge customer’s repeated troubleshooting efforts or frustration; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s emotional state or pace; continued with scripted prompts despite customer expressing prior effort and disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial numbers multiple times due to poor ASR and agent confusion; agent created unnecessary effort by not clarifying or recording correctly the first time.
Call Transcript18 turns · 19 lines
Speaker 1
Oh, shit. Of course, I had the... Of course, that's the... [silence] uh, hi. Uh, I've had a Linksys router, um, mesh router set up for a while now, and I've got one of my nodes that, uh, constantly just shows that it, it'll show blue for a little bit, but it constantly flickers red off and on all the time. Um, and like, when I look on my app, you know, it tells me that, uh, you know, it tells me that it's not connected, but I mean, I see it go back and forth between blue and red like constantly. So I don't know if that's I mean, I know it probably is not going to show up blue 24 7. Um, but like, it it seems to be flashing red like a lot. And so I don't know if that's to be expected or I don't think it is. But, um, I just would like, uh, to speak to somebody to figure out like if there's something not correct or whatever. Um, Yes. That's correct.
00:00
Speaker 2
see see see So you mean to say, so the node are always keeps flashing blue to red? And on your app, it doesn't show it's online.
01:00
Speaker 1
No, no, it it it constantly is showing, like I'm looking at it right now and it's flashing red.:. Um, and on my app it shows that it's offline. But my main, my master router, so I've got three floors in my house. So I've got my master router is sitting in the basement. Um, that shows that it's on. I've got uh, one of the mesh routers connected that's on my uh uh upstairs floor that shows that it's connected. But the one that's on my main floor constantly shows that it's offline. And like I say, it it constantly flickers blue to red, like all the time. Yes.:, pause Yes. This is Chris from Choice. Chris@choicehotel.com. Transcribed.: And at some point, at some point you're probably going to want me to connect to it with the laptop, connect the laptop to its Wi-Fi so that way I can login and see what's going on? Yes.: [silence]
02:00
Speaker 2
the node doesn't show it's online. So you have three nodes. The one on the basement, is that the parent node or main node? All right.
02:00
Speaker 1
Let me pull, uh, so the serial number for the node that I am, I am calling about. You just let me know. Okay, okay. Just tell me. Okay. Tell me when you're ready and I'll I'll spit it out. Okay. Uh, 38, letter U 2-0, uh, maybe an O or a 0. 39, U-3-4-4-1, O-7-3. [silence] Okay. Hi! How did you get a hold of my number? [silence] Kaylee? [silence] Hello? [silence] [ Music ] [silence] [ Man screaming ] What are you doing? [silence]
03:00
Speaker 2
Well, before we proceed to that, sir, I have to know the serial number of your nodes first. Yes, any, any of the nodes you have, you can just provide at least one serial. I'm ready.
03:00
Speaker 1
letter M18C02237. I think. Yes, ma'am. Yes, ma'am. That's correct. Yeah, I mean it was all. Yeah, it was all purchased together. So, um yeah. They're all, it's all the same. Same model and everything.
04:00
Speaker 2
Right. The serial number is 38U4uniform. 20 and for Mike. 18 Steve for Charlie. 0, 22, 37. Is that right? [silence]. Now all the links, as you mentioned, you have three nodes, so all of them are Model MX12, 600. All right.
04:00
Speaker 1
Yeah. Yeah. Correct. Yeah. That, that seems to be the only one that I, have consistent trouble with. As far as flashing red. Of course. Uh, my name is Bill Joyner. J O Y N E R. J J O Y. Bill Joyner. J O Y N E R. Correct. Correct. Yes
05:00
Speaker 2
and the only one that gives us flashing blue and red is the child node or the wireless node that's on your main room okay now um, I'll create first a record for you, sir. may I have your name? C-O-Y-N-E-R, Joyner Bill Joyner. C-O-Y-N-E-R, okay. Bill, what is going on
05:00
Speaker 1
Okay, uh, it's Bill Joyner with the number five altogether at gmail.com. Uh, spectrum. And I can tell you up front, like, I have done all of the things. I have rebooted the router. I have rebooted the node. I have I have completely shut down and rebooted my uh, connection to my provider. So I I've I've done all of those kinds of things to see if any of that would make it come back up and it just seems to continuously be this one node um, that um, seems to want to consistently drop and re-add.
06:00
Speaker 2
about your email address?
06:00
Speaker 1
Yes, ma'am.
07:00
Speaker 2
Technical support or assistance. You can only apply for paid Connect service if you want me to walk you through the troubleshooting steps with regards to your problem, like, so okay, uh, Bill. Okay. Okay, Bill, since you don't want to apply for the paid Connect service, I just send you the guidelines on how to troubleshoot your child node that gives a flashing request. These are free, so I'll just email you. All right. So that's the only concerns you have regarding the child node.
08:00
Speaker 1
Yep. And right. And if you can't help me then that's all I need to take care of today. So thank you very much. It's okay. If it, if I just, if it, if it was your, if it was, if it was your fault, I'd be angry at you. It's not so no big deal. Okay. Thank you for your help. Okay. Okay. Will do. Yep. I did that as I did that already as well. Yep, I did that already as well. So um there wasn't much help there that as far as uh most of the help there is is basic in terms of you know all the things you know reconnect you know reboot all those kinds of things and that I've already done.
09:00
Speaker 2
yeah. yeah. Yeah. So I'll just send you the guidelines, all right? Now, just check your email. And you can also access our site, support.veltax.com, because you can provide your model number and stuff like that. All right.
09:00
Speaker 1
Okay. All right. Well, thank you. Have a good day. You too.
10:00
Speaker 2
All right. You're welcome. Thank you also for calling Linksys Bill and take care of - have a good day. Bye.
10:00