V2 Rubric Detail — 05a05464-73ef-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:16
Duration
13m 51s
Contact
Peter Mourkakos
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135215
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_WHW03
⚠ 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
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall53.9% (-2.1)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided accurate information regarding node reconfiguration. However, the agent failed to perform any of the mandatory diagnostic steps outlined in the Velop connectivity KB, resulting in an unresolved case.

V1 Case Analysis

Customer reports three Velop nodes all showing solid red LEDs and no Wi-Fi. Serial provided (20J1OCE61733965). Agent confirmed warranty expired, offered $15 paid support or a free email with re-configuration steps. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Confirmed ISP (Verizon)
  • Checked warranty status
Key Observations
  • Agent skipped the entire Velop WiFi Connectivity KB troubleshooting flow despite clear symptoms (solid red LEDs on all nodes).
  • Agent did not collect the product model number, which is critical for precise guidance (e.g., 5-press vs. Pair button).
  • Agent offered paid support before attempting any technical troubleshooting.
  • Customer explicitly stated they had already tried official troubleshooting guides and ChatGPT, yet agent offered only a generic email with no concrete steps during the call.
  • Agent did not verify whether the solid red LED issue was isolated to one node or affecting all nodes — a critical first step per KB.
  • Agent did not guide the customer through Step 2 (modem test) to rule out ISP issues.
  • Agent did not instruct the customer to reboot the mesh system (Step 3), a fundamental first-line fix for solid red LEDs.
  • Agent did not confirm whether the customer had already attempted factory reset or power-cycle, despite customer mentioning reboots.
Positive Highlights
  • Collected serial number and confirmed warranty status accurately.
  • Captured customer's name and email correctly.
  • Correctly identified that swapping nodes requires reconfiguration (showing some product knowledge).
  • Offered a self-help path via email, which is acceptable for out-of-warranty customers who decline paid support.
Agent Errors / Gaps
  • Did not follow the Velop WiFi Connectivity KB troubleshooting steps at all.
  • Failed to collect the product model number, which is required for accurate guidance (e.g., 5-press vs. Pair button).
  • Offered paid support without attempting any basic troubleshooting, despite the KB providing clear first-line steps.
  • Provided only a vague promise to email instructions, with no concrete troubleshooting during the call.
  • Did not verify LED states against the KB (solid red = error/no internet), missing a critical diagnostic step.
  • Did not guide the customer to test internet directly at the modem (Step 2), which is essential to rule out ISP issues.
  • Did not instruct the customer to reboot the mesh system (Step 3), a safe and fundamental first-line fix.
  • Did not confirm whether the customer had already attempted factory reset or power-cycle, despite customer mentioning reboots.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the red-LED node issue or confirm any outcome; only offered email with steps.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps (reboot sequence, cable test, LED check, modem test) were performed despite clear symptoms.
R3 Not Met Correct resolution path conf 94%
Agent defaulted to paid support or generic email without attempting best-effort OOW troubleshooting (e.g., reboot, re-pairing, cable check) expected for out-of-warranty cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer reporting 'all turning red' and attempting to swap nodes, the agent did not ask diagnostic questions about LED patterns or WAN connectivity as required by velop_wifi_connectivity.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent skipped essential tools and resources. The scenario clearly required guiding the customer through the 'Quick Decision' or 'Step 1' (LED status) and 'Step 2' (Modem-direct test) of velop_wifi_connectivity.md, none of which were attempted.
T3 Met No misinformation conf 90%
The agent's only technical claim—that swapping the main node and child nodes requires reconfiguring the system from the start—is supported by universal_mesh_node_management.md, which states that any node can be the parent but requires setup/pairing to function in that role.
Communication
C1 Met Clear & professional language conf 95%
Agent framed interaction by explaining warranty status, support options, and next steps clearly.
C2 Met Confirmed understanding conf 91%
Agent used plain language, confirmed email spelling, and avoided technical jargon appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent created a case record, stayed on call, and committed to sending an email instead of transferring.
O2 Met Proactive follow-through conf 95%
Agent stated: 'after our call, give me three minutes, because I'm going to compose the email for you,' setting clear expectation.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Agent correctly decided not to escalate, as issue was within scope of L1 support but constrained by OOW policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted given OOW status and available options.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized once ('I do apologize, sir') but did not acknowledge customer frustration, repeated efforts, or history of past issues.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, repeated information for clarity, and maintained engagement through confirmation checks.
X3 Partially Met Overall experience conf 88%
Offering an email reduced immediate effort, but shifted full burden to customer without performing basic on-call diagnostics that could have avoided repetition.
Call Transcript19 turns · 20 lines
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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue.
00:00
Speaker 1
hello Hi. I have three nodes, and none of them are working. They're all turning red uh like it's been like this. It's been a problem with this for like the past week, and then the Wi-Fi recently just shut down completely. And so I don't know. I've tried unplugging the LAN cable from like the main Fios uh node. I've unplugged I've like rebooted them and like still doesn't work. I really like I really just don't know what to do. Yeah. It is 2, I think that's a zero. So 20 J 1.
01:00
Speaker 2
yes [silence] I do apologize, sir. You experience this kind of issues with your Linksys devices, especially with your internet. Uh, let me try to take a look, sir, what we can do here so that you could be able to have a working, uh network. Can you confirm to me, sir, what's the serial number for your Linksys device, please?
05:00
Speaker 1
right, so 20J1OCE61733965. Three, yeah. So I, I have two networks in the house. One of them is a FIOS and then because the FIOS does not have the range to reach over my room because my room is over the garage and then the basement as well as affected by the lack of network. So the FIOS just works in like the living room, the rooms upstairs that are like around the same like.
06:00
Speaker 2
you got it sir okay you do have a total of three links of devices okay so uh let me just double check sir when you call us here did you experience network outages or power outage or your links device just uh disconnects to the network. Uh-un
06:00
Speaker 1
perimeter and then like, towards kitchen and a few bed rooms. The three nodes go to the rest of the house. And, um, I can't I really can't call you from the rest of the house. I can only call you from like around here. Yeah, I'll be it it used to work and then like, it worked for years. Like, sure, I would call like back in like 2021, 22, like there would be problems, like similar but never to this extent. So, files, or zone. Yeah. No, no, I do not.
07:00
Speaker 2
Uh. Who's your internet service provider, sir? Verizon. All right, so Verizon does have an internet. However, for the link that you have there, it's not working. Um, again, you did not experience, you did not experience uh network outages from Verizon or any uh, uh, outages? Okay. All right. Thank you.
07:00
Speaker 1
the thing is there was a there was another one and then I grabbed one of the child nodes cuz I was playing around with it yesterday trying to fix it and I just put the L.A.N. into this one right now it's red yeah I changed it the the L.A.N. I think it's called the ethernet cable I plugged it into the other child node to try and see if I could make that the main node it may be able to work but nothing happened uh alright
08:00
Speaker 2
From the main node that you have there, sir. The one that is connected hardwired to the modem, what's the LED indicator showing? But [silence] did you not interchange the main node and the child nodes? Uh huh. Uh, yes, sir. Actually, if you wanted to promote or if you wanted to swap your nodes, sir, you need to reconfigure your whole system again from the start. Uh huh. All right. Now, uh, for us to proceed, sure, let me create first a record for you in the system. [silence] Ma'am, by the way, you're
08:00
Speaker 1
Peter Mourakaos. M-O-U-R-K-A-K-O-S. Peter. Name was 2008 at gmail.com. That works. Yeah. It's got to be like it's got to be like 5 years now like half a decade like 5 years 6 years.
09:00
Speaker 2
Sure, your name? name? What's that? Can you spell your last name for me? Very good. All right, just want to validate your email, please. very good, I will create a record for you. very good. No internet connection. Connection. Maybe it's give it... it has is good. How long have you been using this, Linksys device? All Right. Uh-oh, Oh. That's good. That's good to hear. Meaning to say, the device is working fine in your current setup, but have you not tried like considering upgrading to a newer version? Or something?
09:00
Speaker 1
Oh, no, yeah, no. So, So, um, we're paying, a hundreds and thousands of dollars, and I, So, wait.
10:00
Speaker 2
Okay, all right. Not a problem. Now, sir, I was able to create a record for you in the system. However, based on the record here, the warranty of your product has already expired. And just to set proper expectations, that we no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one-time phone support lasting only for six to 70 minutes, but there would be a fee for that, and that's $15. Now, if you don't want to pay $15, it's still okay, sir. We have a free option for you wherein I can only send you an email and how you can reconfigure your system again so that it will be connected back to your internet and it will work. But which one do you prefer?
10:00
Speaker 1
wait, I I have to switch to be able to get support, is what you're saying? have to upgrade the product that I already spent hundreds of buck for to be able to get support on the product. Yes. Okay. Does the email like require me to speak to an AI, or [silence] um [silence] or? [silence] or [silence] all I know is there's no way that I contact, um, I go to your support page, click on some link, and name the email. [silence] It literally says, um [silence] [silence] I'll read it to. saying the new plan capabilities on select do you have a Pro version? click here and link customerm@domain.com.
11:00
Speaker 2
I am sorry. switch. What do you mean switch, sir? no, sir. um, the option that i provide to you, if by chance that you still wanted to use that linksys device that you have right now, you don't need to upgrade. However, if you want me to assist you through the phone, there will be a 15$ one hour troubleshooting fee for that. Now, if you don't want to pay the one hour troubleshooting, there is also a free option. So for the free option, I can only send you an email so that you can troubleshoot on your own. no, sir. uh, the troubleshooting guide that I'm going to provide to you is how you can reset and reconfigure your home network device
11:00
Speaker 1
All right, and knows the problem I'm going through right now, because I've been going through troubleshooting guides from the official links the website and I can't find anything that fixes my problem. I've even tried like chat GPT. All right, may you please send the troubleshooting guy. I'll do the email. petermurcoco2008@gmail.com.
12:00
Speaker 2
[silence] Uh, Yes, Sir, that's the same process that we are going to undergo if you want me to assist you through the phone. So, this same troubleshooting that I'm going to provide to you, it's step-by-step procedure. I'm sorry. Okay, got it. Let me confirm again your email address, Sir. That's peter 2008@.gmail.com, correct? Hold on. M-U-R-C-A-K-A-O-S, Correct? Uhuh.
12:00
Speaker 1
K OLS. One second. More. Did it work? Yep, thank you. Thank you, bye bye. [silence]
13:00
Speaker 2
All right, got it. Thank you. Hold on. Let me just update it. Just for a while, sir. All right. So, yes, sir. Um, after our call, give me three minutes, because I'm going to compose the email for you, so you can follow it. Okay? Thank you so much, sir. You have a nice day ahead. Bye bye for now.
13:00