V2 Rubric Detail — 027aa11e-650c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:36
Duration
15m 40s
Contact
anonymous
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall32.5% (-23.5)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, jumping directly to a factory reset without diagnosing the root cause. While technically accurate information was provided and next steps were clearly communicated, the lack of diagnostic rigor, empathy, and customer support resulted in an unresolved issue. The customer was left to handle the entire process independently, despite clear signs of difficulty and frustration.

V1 Case Analysis

Customer reports mesh Wi-Fi not broadcasting after power outage (primary node solid blue, secondary node blinking red). Agent advised factory reset or 5-press method, confirmed out-of-warranty status, and offered paid support. Will email instructions to rufo@msn.com.

Troubleshooting Steps
  • Collected serial number
  • Confirmed out-of-warranty status
  • Recommended factory reset or 5-press method
Key Observations
  • Agent correctly identified reset as the likely solution for mesh connectivity loss after power outage (KB-aligned).
  • No technical inaccuracies found in reset procedure guidance (5-press method is valid for Velop).
  • Agent did not verify customer’s ability to locate/press reset button or understand LED states.
  • Agent repeatedly offered paid support without confirming customer’s willingness or technical comfort.
Positive Highlights
  • Technical advice was fully aligned with KB (reset procedure, 5-press method).
  • Collected serial number accurately and used it to confirm warranty status.
  • Provided correct default Wi-Fi credentials guidance (on device label).
  • Offered valid self-help path (email instructions) for out-of-warranty customer.
Agent Errors / Gaps
  • Did not verify customer’s physical access to reset button or understanding of procedure.
  • Did not confirm model number before suggesting 5-press method (though method is valid for Velop).
  • Did not perform basic diagnostics (e.g., check WAN connectivity, LED meanings) before recommending reset.
  • Repeatedly asked for email after customer already provided it (14:00–15:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended a factory reset but did not confirm resolution; issue remained unresolved by end of call.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped basic diagnostics (e.g., modem test, WAN check) and immediately recommended a factory reset without isolating the source.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device was out of warranty and offered paid support and email instructions, but failed to provide best-effort troubleshooting before deferring to self-help.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked for serial number and LED status but did not perform logical troubleshooting (e.g., test at modem, check WAN connection) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (e.g., speed test, router UI access, remote session) were used; agent relied solely on customer’s verbal description.
T3 Met No misinformation conf 95%
Agent correctly stated that factory reset restores default SSID/password and that these are printed on the device label.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but failed to set clear expectations or structure troubleshooting steps; repeated 'can you hear me?' disrupted control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s age or frustration level, nor confirm understanding of reset process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent committed to sending email instructions and followed through on that promise, but did not attempt to resolve the issue during the call.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step (email instructions) and timeline ('right away after this call').
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s frustration, age, or repeated disconnections; no empathetic statements were made.
X2 Not Met Tone & rapport conf 90%
Agent used a one-size-fits-all tone, failed to adjust pace or check comprehension, and ignored customer’s expressed confusion and stress.
X3 Not Met Overall experience conf 90%
Agent placed full burden on customer to perform reset and setup without offering guided support, increasing effort unnecessarily.
Call Transcript32 turns · 32 lines
Speaker 1
Oh hi. What's your name? Hi Joy. How are you? [silence] All right. What's your name? [silence] Hi Joy. How are you?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your... If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Calling Linksys. This is Joy. How can I help you today? Joy: I'm doing good, sir. Thank you. About. [silence] I have got one of your. [silence] I like, I hope. [silence] I have got one of your products. [silence] It kind of stopped working over the weekend. Joy: Okay, what was the issue? How did you know that it has stopped working?
00:00
Speaker 1
Well, we could be better. We had a power outage and our linksys mother node and it was always green and then it turned blue and now we can't select it as a Wi-Fi option. And I pulled the plug out of the modem router which is one combined with Comcast and then I pulled out the linksys mother node and then I put them back in, but it's still not working. Oh no. It should be green, but after the power outage, um, it's been solid blue. And we've never seen the blue color before.
01:00
Speaker 2
The light of your mother node solid green or teal? I'm. [silence] May I have the serial number of that Lennox device, please.
01:00
Speaker 1
Yes, I hope you can help us out because we're elder, we're older and we need help. We need our internet. Um, the serial number, hold on, okay? Uh the serial number is 20 J 10 C like Charlie 6, eight, seven, four, five, zero, four, eight. Mhm. Why? Yeah, I don't know why it's blue. It's always, it's either red or green it should be. And then the other node, the non mother node is red. because we just have two nodes. Yeah. Uh. [silence]
02:00
Speaker 2
of check Okay. Is it blinking red or solid red?
02:00
Speaker 1
You mean the other node? Hold on. Yeah. The, the ex, the further away node from the mother node is solid. Oh, wait. It's pulsing red. So it, it, it's blinky, it blinking, it's blinking. Yeah, but it's not. I mean, I, normally we'd go onto our laptop and we'd be able to select the network name, but the network is not even showing up. Only the, because we have the main network, which is the comcast, that's called one thing. And then the linksys system has another name.
03:00
Speaker 2
and it's it green or blue that means it's connected and working fine even though it um or teal or green [silence]
03:00
Speaker 1
And we've always been able to, you know, choose either one. But now the Linksys name doesn't even show up as a network that we can select. [silence] No, we never we never saw that. We had it we named it something else. Right now the only one that shows up for the Wi-Fi network is the, you know, the Comcast network. The Velop is not showing. And that should be it should be green. That the mother node should be green and then the other node green too. But the mother is blue and the other node is blinking red. And I I don't know how to get it back to the way it was.
04:00
Speaker 2
um can you try to check your Wi-Fi settings again can you see the network name velop setup Yeah me okay [silence]
04:00
Speaker 1
To select the Linksys Wi-Fi network or at least get it to show up, you know, it's not even showing up. All our neighbors like networks are showing up, but not the Linksys one for us in the house. What do you think we can do? Hello? Okay. Oh, now I can hear you, yes. What can I do? So the last rep, and then we got disconnected because I was on the cable phone. So of course, she told me to pull out the plug of the modem and the Linksys. And then I lost her. But now I'm calling from a different phone. And then I tried.
05:00
Speaker 2
Okay. So yeah, for that one. So you need to do a full factory reset. You need to reset your nodes and set them up again. Yes, sir, you can hear me.
05:00
Speaker 1
to do it. I pulled out the plug from the wall from the the modem and router tower from Comcast and then I pulled out the plug for Linksys on the mother node and I waited about a minute or two and then I put them back in and the Comcast came back fine but the Linksys is still not showing up. Can you help me? Hello. Uh oh. Oh, there you are. Yeah, I keep losing you. I don't know why. Okay.
06:00
Speaker 2
okay? um, yeah, you need to do a full factory reset of your router and set it up again, but since your router is out. can you hear me, sir? hello? alright, um, you can do a full factory reset on your router and set it up again. but, um, can you hear me [silence] still?
06:00
Speaker 1
Yeah. Yeah. Is that that reset button underneath? Oh God. They can't walk me through now. Oh, this is a mess. Why did this happen? Why did this happen?
07:00
Speaker 2
Okay, Yes, and you're gonna have to set up again from scratch, but since this router is no longer under warranty, we can no longer provide free technical assistance. But you can avail the paid support. that's $15 an hour. But if not, we can also send you an email instruction for the setup guide. Your router might've disconnected from the modem after the power outage. So you need to reset it in order for it to communicate again.
07:00
Speaker 1
Well, the, the Comcast router and modem are in one, they're in one tower. You know, it's one, one thing. Um, but I don't know how, I don't know how to reset it. Um, you know? Um, can you tell me when we bought, you know, you said it's out of warranty. When, when, when was it out of warranty? Oh, do you know? When did it, when did, when does it show you that we bought this? When did we buy this? [silence]
08:00
Speaker 2
The warrant is purchase last January 25, 2021.
08:00
Speaker 1
in 2017? Oh god. And how long is the warranty for? Oh my god. Okay. And then and then, what happens if So you think we have to do a whole restart? Is that a long process? Well, what is this called? What what? Well, what would I have to do with my with the regular the Comcast router and [silence]
09:00
Speaker 2
Hey sir based on the serial number, for 3 years only. You just have to do a network reset and after that you can do the setup process using a computer or just the simple process which is the 5 press method.
09:00
Speaker 1
[silence]
10:00
Speaker 2
you just have to work on your nodes no need to do something on your comcast equipment. [silence] Yeah, I can send you the instructions through your email for the setup process. [silence] Or you can avail the paid service if you want. That's good for one hour. If you want me to walk you through the entire process.
10:00
Speaker 1
I'm going to get a lot of spam email, or do you give my email to other people? And how many steps are there on the email? Oh. So what? cuz I don't think I have what what password would I be changing? The one for the link?
11:00
Speaker 2
um no sir you will not give your information to other people um let's make sure that your all of your informations are secured here in our system um there are um I'll just give you the easiest way the reset and the setup procedure so that in total that would be like three steps only reset and then the setup and changing name and password things if you're going to reset um if you're going to reset your node um you would need to do those only so that all the settings inside your unit or your device would be deleted down um therefore moving to the new one you can go ahead and do the setup again in its own settings preferences there and secure your data because it changed the password so nobody can be able to access your device inside you would just need to go to the setup page um
11:00
Speaker 1
Oh, yeah, I don't even know what it is. Um, so you're saying I I have a I have a Linksys password now? Oh, wait, here it is. I think I have it here. I have Linksys. Oh, wait, here's the network repair. Um, 800 hold on now. 800 uh 326 7114. Is that what I called now? Um,
12:00
Speaker 2
It will go back to its default name and password that you can see at the bottom of the main node. So you will use that one to connect to your internet. But if you don't want to change it, you can leave it as it is. Uh yeah, at the bottom of your main node, there is the default name and password there. So once you reset your node, yeah. Um, now sorry.
12:00
Speaker 1
Oh, maybe I should talk maybe I should call back. Um, and then see what I can if I can do this. Don't remember if this is going to okay. Um, I think I have the password here. I'm not sure. Isn't there an easier way to do it? Like if I just shut the things off and turn them back on or something. Oh, my router being what the the the linkus is called the route. Oh, that's called that right. Okay. That's called the router, the linkus node. Okay. And then will it be the same? Well, I have to have it the same name though. Which
13:00
Speaker 2
At the bottom of your router, there is network name and password. [silence] No, sir. Since your router is already disconnected from the network, you really need to do a reset and reconfiguration. The Linksys node. Yeah, the Linksys node. [silence] Okay.
13:00
Speaker 1
Because I have other things that were attached to it. Oh God, this is a mess. Oh boy. All right, let me think about this. Um, maybe you can send me the. Maybe you can send me the email. Okay, you won't give my email to anyone? Okay. So it's, um, R U F like Frank oh a rufo@msn.com. [silence]
14:00
Speaker 2
Okay. first. Okay. May I have your email address, please? Yes, sir. That's a shirt. So let me just verify. That's A for apple or U for universe, F for Frank, F for Frank.
14:00
Speaker 1
Yes. Okay, did you send them yet or not yet? Okay, I'll try that first. Okay. All right. Okay, thank you. bye bye.
15:00
Speaker 2
Frank all for Oscar at MSN dot com. Correct? Okay. All right, sir. So I'll just give you the email instructions right away after this call. I will send them right away after this call since I need to compose the email and then send it to you then. All right, sir. Have a good day. You're welcome. Bye.
15:00