V2 Rubric Detail — f576d160-74bd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:57
Duration
27m 54s
Contact
John
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135387
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall66.7% (+24.7)

V2 Grader Summary

The agent conducted partial troubleshooting by checking node LEDs and signal strength and correctly escalated to LTS with clear next steps. However, key backhaul optimization steps were skipped, and technical communication had minor inaccuracies. The escalation was justified, and ownership was maintained throughout.

V1 Case Analysis

Customer reports solid-blue child nodes not appearing online; signal -55 dBm (node 1) and -72 dBm (node 2). Agent instructed continuous ping test via router UI, created LTS ticket (00127082), and will email instructions. No model/serial/warranty collected. Weak backhaul not addressed; internet connectivity not confirmed.

Troubleshooting Steps
  • Verified node LEDs were solid blue.
  • Checked signal strength via the app (-55 dBm and -72 dBm).
  • Instructed customer to access router UI at 192.168.1.1 and log in.
  • Guided customer to Diagnostics → Ping test, set to unlimited, and start continuous ping to TV IP (192.168.1.30).
  • Advised to let ping run for up to 24 hours and monitor for packet loss.
  • Created LTS ticket (00127082) and offered to email detailed steps.
Key Observations
  • Agent correctly identified the model as MX4200 at [25:00] when referencing the case number.
  • Agent did not collect serial number or verify warranty status.
  • No action taken to address the -72 dBm backhaul signal, which is below the KB-recommended -65 dBm threshold for stable mesh performance.
  • Agent did not confirm internet connectivity on a wired device before running diagnostics.
  • Ping test was directed to a client device (TV) instead of a reliable external or gateway target, reducing diagnostic value.
  • Agent provided a placeholder email address without confirming the customer's preferred contact method.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Created an LTS ticket and gave the customer a clear case number.
  • Offered to send detailed instructions via email and explained the next steps.
  • Correctly identified the product model as MX4200 at [25:00] when referencing the case number.
Agent Errors / Gaps
  • Missing model/serial/warranty collection (protocol gap).
  • Did not address weak backhaul signal (-72 dBm) with repositioning or wired backhaul advice (accuracy and protocol failure; contradicts velop_mesh_node_placement.md).
  • Did not confirm that the internet connection was working before accessing router diagnostics (accuracy and protocol failure).
  • Directed ping test to a client device (TV) instead of a reliable external or gateway target, reducing diagnostic value (accuracy failure).
  • Provided a placeholder email address without confirming the customer's preferred contact method (protocol gap).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the core issue of the child node with weak signal (-72 dBm) or the red exclamation in the app; instead deferred to a 24-hour ping test and future follow-up without confirming node stability.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent verified LED status, signal strength, and initiated a ping test, but skipped key backhaul troubleshooting steps like repositioning the weak-signal node or checking for interference, which are standard per KB.
R3 Met Correct resolution path conf 94%
Agent correctly escalated to LTS after reasonable troubleshooting, created a case (LTS 00127082), and set expectations for follow-up, aligning with protocol for unresolved but monitored issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified a weak signal (-72 dBm) on child node 2 but failed to apply the authoritative diagnostic process for weak backhaul. Per velop_mesh_node_placement.md, the correct sequence is to reposition the node away from interference and closer to the parent. The agent instead jumped to a 24-hour ping test on a client device (TV), which does not diagnose the mesh backhaul root cause.
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately used the router’s web UI (192.168.1.1) and Diagnostics → Ping tool to test local connectivity, which is a valid method for identifying packet loss.
T3 Partially Met No misinformation conf 87%
Agent correctly guided use of the ping tool but misstated the IP address as '1.192 .168 .1 .3 zero' instead of '192.168.1.30', which could confuse the customer despite context suggesting the intended address.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, provided clear instructions, managed transitions, and concluded with a structured wrap-up including case number and next steps.
C2 Partially Met Confirmed understanding conf 88%
Agent used technical terms (e.g., ping, IP address, diagnostics) without consistently confirming understanding; customer had to repeat 'I can hear you' due to unclear transitions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, documented actions, created a case, and did not transfer, demonstrating full ownership despite unresolved status.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next steps: monitor 24-hour ping test, expect LTS call, and email follow-up with instructions, setting realistic expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Escalation to LTS was appropriate given persistent node signal issues and inability to confirm stability; agent did not prematurely escalate but performed initial checks.
E2 Met Escalation prep & handoff conf 93%
Agent provided correct case number (LTS 00127082), explained the purpose, and informed the customer of expected follow-up timing and method.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed gratitude multiple times ('thank you so much for your patience'), acknowledged difficulties (line static), and remained courteous and professional.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s pace, allowed time for actions, and responded calmly to interruptions and technical hiccups without rushing.
X3 Partially Met Overall experience conf 89%
Customer was required to manually run a 24-hour ping test and monitor for disconnections, which could have been reduced with automated logging or clearer remote diagnostics, though agent avoided redundant steps.
Call Transcript46 turns · 50 lines
Speaker 1
This is Links is technical support calling, this call is recorded for quality assurance. Please hold as we connect you to a Links is specialist. Hello sir, John, this is L again from Links is. Hello sir. uh, sir, can you hear me now? Yes, I'm here. Ah, okay. Uh, the, that's fine, sir. Thank you so much for answering the call back. Uh, I had some, I had some issue earlier and the line got static, I cannot hear you clearly. But thank you so much, sir, for answering the call back. So, um, we're back, sir, on the dashboard right of the app. Okay, and then since we have already disabled [silence]
00:00
Speaker 2
Hey, you've reached John's cell phone. Leave me a message. I'll call you back as soon as I can. Thank you. [silence] Hello? Are you there? Yes, I can. Sorry, I hit the wrong button. I think I got back to you. [silence] Yes, we are.
00:00
Speaker 1
the home kit. So, um, the child nodes remain solid blue? Okay. So let's move so the child nodes to their original location. You can unplug them and then, uh, place them. Yes, and then plug them back in. So, um, yeah, you can take your time, sir. I'll just be here. Okay, so take your time.
01:00
Speaker 2
Yeah. Yeah. and plug them back in. OK. All right, I'm setting down the phone, I'm gonna go do it now, and I'll be back in a minute. OK, thank you. [silence] Okay, I have put them where they live.
01:00
Speaker 1
All right. And then, let's give them some time, sir. I think they're not yet solid blue, right?
04:00
Speaker 2
Let me go check the first one. Okay, this one is blue. And let me check the other one. [silence]
04:00
Speaker 1
Hello, sir. Um, can you hear me clearly, sir? Okay. My line is static again. How about now? Sir, ok. I can hear. Oh ok. That, thank you so much. So both of them now are solid blue, right? Oh, ok. And then let's ah, yes, sorry, on the app.
05:00
Speaker 2
Okay, they're both. Blue. I can hear. I can hear you fine now. Yes. But on the application. Sorry, go ahead.
05:00
Speaker 1
based. okay. I think the app that um hasn't recognized yet the child nodes. So let's give it say like maybe two minutes and then supposedly they should show as online after two minutes. Okay. For the three nodes, sir, yes,
06:00
Speaker 2
The app shows 12 devices and then it says three nodes. And around the box where it says three nodes, there's a red line and an exclamation point. Okay. Do you want me to tap on the thing? Oh, no. Do you want me to tap on the box that says three nodes? Yeah. And sorry. [silence]
06:00
Speaker 1
Oh yeah, I can still hear you. Okay. And then Are they showing, sir, as online now? Okay. Okay. And then check say the signal trace. What's the signal trace right now of each child node? Okay.
07:00
Speaker 2
I had a call coming through. Hopefully, you can still hear me. Okay. Um, it, it has, um, the red box has gone away now. So it, it seems to. Yeah. Actually, uh, yes they are. Mm. negative 55 DBM. That's for child node one and child node two says negative 72.
07:00
Speaker 1
Negative 72. Okay. All right. Let me just Let's give it some time sir for that negative 72 dBm. It's the child note 2 that is still within the same location, right? Hmm. Did it change there with the signal strength or still negative 72? Okay.
08:00
Speaker 2
It was, yeah, it is now. [silence] Still negative 72.
08:00
Speaker 1
Try to go back to the main dashboard and then go back to the nodes again and then select the child node two. Let's see if it will refresh the signal strength. OK. Ah, no need, sir. Let's wait for at least five minutes. Let's see if there's gonna be changes on the child node two. Um, do you have an option to check your TV's connection, if if they have internet connection? Let's try other device first. Uh, like TV
09:00
Speaker 2
still in negative 72. Do you want me to log off spectrum and back on? I mean, log off the app? What do you mean? Another device.
09:00
Speaker 1
do you have a computer? try to connect them, sir connect them to Wi-Fi or wired and see if you can get online let's make sure that internet is up okay good so what's your computer, by the way, sir? Oh, okay. Do you know, sir, how to ping? How to do ping test?
10:00
Speaker 2
I do. Yes, I do. Are you ready to go? Yeah, I know it says it's up. Connected and secure. It's a laptop running Windows 11.
10:00
Speaker 1
No, so that's, that's a different sort of, if it's a PING using the speed test, like, really pinging the connection. We can try this, I think, on your laptop. Let's go back there to the app and then go to devices. Okay. And then, do you have, sir, a TV connected that has the ONN? Okay, um, select that one, sir, and then check what is the IP address of that TV that has the ONN connected to the Wi-Fi.
11:00
Speaker 2
Clinging, right. Okay, go ahead. Devices. Okay. Yes, I do.
11:00
Speaker 1
I P address sir . Um . Do you have an option to see the I P address ? Okay . okay . That's fine sir . Um . What do you have
12:00
Speaker 2
Okay. If I go to setup here, and I go to Wi-Fi, and it says network and it's connected, it says internet connection good, signal strength good. Yeah, what do you want me to click on? Okay. Yeah, I have I can-- it's-- it's a long one. Uh I have the IP address is
12:00
Speaker 1
1.192 .168 .1 .3 zero, sir. Okay, thank you so much. No need, sir. I, um, uh, that's, that's for, um, I think we have to. to end with the dot three zero. So, um, let me just this is for the TV, sir, right? The IP address of the TV that has the O and N. Okay. Okay, all right. So, um, on your computer, sir, because we actually really need to use your computer, um, we'll just use this one. Um, on your laptop, open, sir, Chrome. Do you have Google Chrome? All right. Okay. And then on the address bar where you usually type the website. Type the address 1 92.168.1.1. [ silence ]
13:00
Speaker 2
[silence] yes yes yes that's little IP address for the ONN box itself. Okay. Yes. It's open. Okay. Okay. Okay.
14:00
Speaker 1
Yes. Uh, select your advance. Yes, proceed to the one nine two. Okay. Log in, sir, using the router password that you have created earlier on the app.
15:00
Speaker 2
I'm getting a warning, when I try and uh, uh, uh. you want me to hit continue, right? continue. your connection is not safe. I have advanced or back to safety. okay. proceed to 1 9 2 dot 1 6 8.1. yeah, okay, access Bell up and it's waiting for a router password. okay. um, uh, shortly.
15:00
Speaker 1
[silence]
16:00
Speaker 2
Okay. U R R R. to one. Sign in. Okay. We are on. [silence] Please stop. [silence]
16:00
Speaker 1
um, Selector Troubleshooting. alright, and then you have three options under troubleshooting. you have Status, Diagnostics, and Logs. um I need you sir to access Diagnostics. And then you will be able to see there, ping IP v4, IP or host name and then number to ping, right? Okay. Number to ping sir is by default um set to five, but um you have a dropdown. I need you sir to select unlimited. And then on the IP or host name, type there sir, 192.
17:00
Speaker 2
Okay.
17:00
Speaker 1
dot one dot three zero. Yes sir. And then you can start to ping and then it will prompt another box for ping details. So yeah, okay. So if it's possible, sir, I need you to let that page open and then observe, sir, if there is any if there's any disconnection. So if you watch TV, you can actually watch TV and then make sure if you have experience again the looping, double check if there's any connection.
18:00
Speaker 2
[silence]
18:00
Speaker 1
So far, it will continue for, um, for a few few hours, or a few, or at least the whole day, as long as we just let this one. And then, um, if you observe any disconnection, or by tomorrow, if it's still running, uh, double checks. There, if you receive any disconnection, it, um, it will provide you options for any packet loss or, um, ping disconnection. So, if there is, kindly, give us a call back. You can take a picture, give us a call back, and then we'll proceed further for more diagnostics, if in case really it's on the, uh, router. But if you, but if you haven't noticed any disconnections within the 24 hours timeframe, and then you experienced the looping again on at least one of your TV or all of your TVs, um, I think. I think we have to consider the other option as well. Uh maybe we can get help from uh Google support to double check any software glitch or overloaded memory on the ONN that's causing the looping. Okay. Yes, if if yes, sir, if it's possible. Well, well so far for this one, if it times you out, because um I have asked if if it's if because we do have session timeout with the web interface. So that's what I'm also afraid of if it will time out after a few minutes or after an hour.
19:00
Speaker 2
Okay, all right, so you want me to just leave this running in the background. Okay, um, I think it will it'll time out though, won't it? And then kick me off of here.
20:00
Speaker 1
But so far they've mentioned as long as there is an activity within the web UI it should continue pinging. However if however if we however if we got yeah however if we get disconnected sir, I will provide you an I will provide you an email step on how on how you can actually ping it different way using your laptop only to check the lo to check if we do have any local disconnection okay? All right. I'll send it to your email sir. Uh we don't have we don't have an option via text but via email it's joe.wetzel@gmail.com right? Okay. So I'll just have to I'll just have to personalize the email so at least it will be easier for you in case we time out on this with uh web interface. [silence] Transcribed by Otter.ai
21:00
Speaker 2
Um, like, I see what you're saying. I can check you and, you can actually, in a text? Okay. All right. Yes. Um,
21:00
Speaker 1
[silence]
22:00
Speaker 2
It is, it is always connected to your Wi-Fi. Yeah. No, they don't they don't have an Ethernet wire out there. Okay, so when it gives me issues with there's no Wi-Fi out of our other option is to plug in the Ethernet. Okay. Go ahead. Go ahead and try to log in. Okay. Yeah,
22:00
Speaker 1
Um, no, sir. Um, before connecting it back, or before, yeah, before connecting it back to the Wi-Fi, um, have it like restart or power cycle and then connect it back to the network. So once it's on once, um, once he will uh use the PlayStation, ask him to power cycle it first before properly connecting it back to the network. All right.
23:00
Speaker 2
have her unplug, um, her PlayStation. Okay. All right. So I just leave everything. And if there's a problem I, I go do that one. Right? So just, uh,
23:00
Speaker 1
Bud Movers here. Everything here is properly documented. So, we're making sure everything is documented and all that we have done so far. So, in case if not me, if one of my colleagues, he will be able to follow through where we left off and then what we have isolated so far. But if you're still experiencing, um, looping and then you haven't noticed any local disconnection, contact the, um, contact ONN or Google. I think it's under Google. So let's check as well the firmware or software of the unit. All right. So, um, do you have pen and paper? Sir, I'll provide you, your case number or would you like me to just send it to the email? Okay. So, just let me know, sir, whenever you're ready?
24:00
Speaker 2
okay. now, go ahead and give me the case number.
24:00
Speaker 1
Okay, uh the case number sir is l for Lima, t for Tango, s for Sam, zero, zero, one, two, two, 87072. Yes, so that's gonna be the case numbers that will be referenced to the MX-4200. All right, so I think we're good for now sir. Do you have any follow up, concerns or questions? Um, not yet sir. So, uh for the ping test, not yet sir. So, um after the ping test, so if you have observed any uh ping loss, the solution is to flush out the DNS cache, either from the client or from the MX device. We can check this on any of your core device. OK.
25:00
Speaker 2
Ready. [silence] LTS 00127082. [silence] So someone is going to contact me this time tomorrow afternoon. Regarding the pink test. Okay, and I'm supposed to continue this pen test for 24 hours?
25:00
Speaker 1
If, anything else, just take it there, but thank you, sir. Thank you so much for your patience and understanding. If anything else, don't hesitate to give us a call, okay? After 24 hours if you notice anything. Okay? Okay, um, after say this phone call, um, give me maybe 5 to 10 minutes. I'll personalize it first, so at least it will be easier for you. Okay. All right, thank you so much, sir and you have a good day still, okay? You take care. Bye-bye.
27:00
Speaker 2
I appreciate your time. And you're sending the e- email how soon? Okay. Okay. Okay. Alrighty. Sounds good. All right, buh-bye.
27:00