V2 Rubric Detail — fd0f7ef4-7c3d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 09:01
Duration
12m 20s
Contact
Emile Sips
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00136142
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Router Stops Working After 6-8Hrs_LN11202

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall61.6% (+9.6)

V2 Grader Summary

The agent acknowledged the unresolved red‑light issue and, after minimal troubleshooting, escalated the case to second‑level support with a clear 5‑8 hour callback window. While the escalation decision and execution were appropriate, the agent did not perform a thorough diagnostic or verify warranty/ISP status, resulting in no immediate resolution.

V1 Case Analysis

Parent node intermittently shows solid red LED; child nodes cannot be promoted due to lack of Ethernet ports. No troubleshooting performed. Case escalated to second-level support with 5–8 hour callback window.

Troubleshooting Steps
  • Confirmed ISP router is operational
  • Asked about swapping the three nodes
  • Checked LED status of the parent node
Key Observations
  • Agent did not collect product model, serial number, or warranty information — a critical protocol failure for escalation.
  • Standard troubleshooting steps (reboot, power-cycle, factory reset, firmware check) were not performed despite solid red LED symptom (per KB guidance).
  • Long periods of silence/hold without explanation reduced call efficiency.
  • No attempt to guide the customer through node swapping — only a vague question was asked.
  • No self-help resources or KB articles were provided to support the customer independently.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Correctly identified the need for second-level support given the intermittent hardware behavior.
  • Clearly offered escalation and set a specific callback timeframe (5–8 hours), which the customer accepted.
Agent Errors / Gaps
  • Failed to obtain essential device details (model/serial) needed for escalation — violates protocol for hardware fault cases.
  • Did not follow the recommended troubleshooting flow: skipped reboot, power-cycle, factory reset, and firmware verification despite solid red LED symptom (per universal_escalation_guide.md Step 1 and Step 2).
  • Did not verify warranty status or eligibility for replacement — critical omission when hardware defect is suspected.
  • Did not guide the customer through node swapping to isolate the faulty unit — only asked if it was tried without instruction.
  • Provided no concrete technical guidance beyond asking about the ISP router — no self-help path offered.
  • Allowed extended silence without explanation — poor call control and efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports red‑light intermittent issue; agent does not resolve it, only offers escalation.
R2 Not Met Diagnostic thoroughness conf 90%
Agent performs only a couple of generic questions (modem status, swapping nodes) and does not run through the standard troubleshooting flow.
R3 Partially Met Correct resolution path conf 85%
Agent correctly offers escalation for a likely hardware fault, but does not verify warranty status or ISP‑provisioned device before doing so.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Per universal_escalation_guide.md, a 'solid red' LED requires a reboot and factory reset before escalation. The agent asked about the modem and swapping nodes but skipped the mandatory reboot/reset sequence entirely.
T2 Not Applicable Appropriate tools / resources used conf 80%
No diagnostic tools, remote session, or system logs are used or referenced in the call.
T3 Met No misinformation conf 90%
All technical statements (e.g., modem is working, red LED indicates node issue) are accurate and consistent with documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent frames the interaction, repeats the case number, sets clear expectations for a 5‑8 hour callback, and keeps control throughout.
C2 Met Confirmed understanding conf 90%
Language is plain, no unnecessary jargon, and the agent checks understanding with simple confirmations.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent takes ownership by offering to raise the case to second‑level support rather than transferring immediately.
O2 Met Proactive follow-through conf 90%
Agent provides next steps: second‑level tech will call back in 5‑8 hours and email will be sent.
O3 Met Closure confirmation conf 85%
Agent references the prior case number and notes that troubleshooting was performed previously, avoiding repetition.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation to second‑level tech is made after confirming the issue remains unresolved.
E2 Met Escalation prep & handoff conf 90%
Agent collects the necessary contact info, confirms the escalation, and informs the customer of the expected callback window.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offers a brief apology (“I’ll all got the inconvenience”) but overall empathy is limited and somewhat unclear.
X2 Met Tone & rapport conf 90%
Agent maintains a courteous, patient tone and matches the customer’s pace, using simple confirmations.
X3 Met Overall experience conf 90%
Agent uses the existing case number and prior notes, preventing the customer from repeating information.
Call Transcript18 turns · 20 lines
Speaker 1
Welcome to LinkedIn support. Hello, hello. This is Emile. I called already. I think it was either Wednesday or Tuesday with an issue and then support team, uh, helped me, but it's not resolved. So uh, I'm calling to escalate it. Um, go ahead. Yeah. Yeah, exactly. Uh, if you want, I can also give you the um, the code that I
00:00
Speaker 2
welcome to links it support to assure quality service your call may be monitored please remain on the line for assistance Thank you for calling Lingu. This is Toby. how can assist you? Oh, it it to escalate. Uh uh so you contacted uh Okay. Ah, yes sir. So you contacted us before and it was not resolved, it was not resolved. So you want to be this case to be escalated, correct? Can I have your phone number, sir? So I can check your record. What the
00:00
Speaker 1
I get that was given for the case so a Lima tango Sierra 0 0 1 3 6 1 4 2. Exactly yes yeah correct. Yes yes. Sorry no no no. address is songs.emil@gmail.com Emil.
01:00
Speaker 2
Sure. Yes. Yes sir. Much better, what's the case number? Mm-hmm. Um-huh, um-huh. Okay, let me repeat. So LTS Lima Tango Golf Sierra, zero zero 136, 142. Okay, this is under Emily 6. With the email address sips.emily@gmail.com, sir. So you're calling for the same device L-N. Sips that email like echo, mama in wait, let me echo, let me spell it.
01:00
Speaker 1
Yes. Yes, correct, correct. Yes, exactly. Yeah, yeah, correct. Sure, sure, that's fine. Hi, sir, thank you for participating. No worries. [silence]
02:00
Speaker 2
Hi sir, thank you for patiently waiting. Okay, so for this one sir, I checked the trouble shooting performed last time. I asked if you noticed that wind the connection drops. Did you like check if the modem also stops working please? Please state to even for pasting. Yeah, we put.
05:00
Speaker 1
No, it works. [silence] Yes. [silence] Because uh the so I I bought this unit for my mother-in-law and there she was having a lot of issues. So I installed it temporarily at my house to monitor it. So I'm still on my other modem, which is working fine, but the the links unit is blinking a red light. It's [silence] Uh yeah, but only the main one is connected uh right now and it is red. yeah. No, no, exactly. Yes.
06:00
Speaker 2
So the modem is working. How did you check that modem is working during the time when the connection dropped? Uh-huh. Uh-huh. So what's the light on the node? You have three. Oh, the node right now is red. Like you are using the parent node, not you're not using the child node. So it's red right now, so it's not working.
06:00
Speaker 1
[silence] yeah, and then sometimes it works again, but then yeah, it turns red. So it's really not usable honestly. So I think it's at least like one one or two hours and then it starts working again for for a couple of hours and then again red light for like one or two hours. So it it it's really not usable. It's not dropping. No, it's not dropping because that I'm I'm so the regular one is not dropping because I [silence]
07:00
Speaker 2
Sir. I'll all got the inconvenience. Ah. How about this one, sir, cuz you're asking it uh for escalation. uh. Would you have. let's check, the modem first. If the modem also likes dropping or modem stops working. Though you mentioned that mod.
07:00
Speaker 1
I'm on it right now. I've been working all morning and it's working fine. So, that's the ISP uh provided one, exactly. [silence]
08:00
Speaker 2
What do you mean the other one? The regular one? [silence] [silence] uh, ISP router. So, the ISP router is not dropping. It's just... working right now. You're using it. [silence] Okay, [silence] [silence] [silence] hold [silence] on [silence] [silence] [silence] [silence]
08:00
Speaker 1
Are you still there? Yeah. Yeah. Uh, yes, but that that's not the issue because now the the parent node Uh is the only one that is connected and in the other, the child nodes, I cannot use that use them as parent nodes. Because they're like the small, small devices, so I cannot plug a uh ethernet cable uh into that one.
09:00
Speaker 2
Hi, sir, thank you for, ah yeah sir, I'm here. I'm actually checking my resources. Ah yeah, sir. Uh sir, have you tried swapping the nodes cuz you have three? Uh-huh. Okay, hold on. Uh yes, yes, exactly. Okay. Yeah, so let me just check my resources, stay on the line, I will be silent for a moment. Hi, sir. Thank you for patiently wait.
09:00
Speaker 1
Sure. yeah, yeah, that's fine that's okay. So I'll just have to dial this number back again and then I'll be redirected to the second level. Okay. Okay, so I'll be I'll be called back. That's fine. Perfect.
11:00
Speaker 2
Do you want to raise your case to our second level tech by any chance? Basically, they can call back around 5 to 8 hours to give you a full assessment and a detailed investigation. Is that okay with you? Yes. Yes. All right. So basically, Mr. rai, this is the call back number on the record. If today they couldn't reach you, there's no problem. You could just wait for their call. And keep your number registered because they might be calling you within 5 to 8 hours to give you the full assessment and a detailed investigation. [silence] If by any chance, you cannot get it, or they couldn't get you through, because as usual, a lot of people could get and call you about your case.
11:00
Speaker 1
Sure. Perfect. Thank you so much. Nice day. Talk later. Bye bye.
12:00
Speaker 2
During that time, you can check your email because they will be sending you emails, um, for your best callback. Um, so, after this all, uh, escalate the case, okay. Thank you so much, sir, for your, uh, okay, you're welcome. Okay, bye.
12:00