V2 Rubric Detail — 127c5f90-8167-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:38
Duration
11m 58s
Contact
336-601-8866
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137557
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet/Configuration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall40.4% (+4.4)

V2 Grader Summary

The agent incorrectly applied the 5-press reset method to a VLP01 extender, which is not supported per KB; the correct method is a 10–20 second reset button hold. No verification of reconnection occurred, and the customer was left without confirmation of resolution. Combined with lack of empathy and unnecessary data collection, this results in an unresolved case with critical technical inaccuracy.

V1 Case Analysis

Customer reported VLP01 extender unreachable after modem reset. Agent incorrectly instructed 5-press reset (invalid for VLP01). No confirmation of successful reconnection. Issue unresolved.

Troubleshooting Steps
  • Collected model number (VLP01) and customer email
  • Asked about LED color and status
  • Provided 5-press reset instructions (incorrect for VLP01)
  • Instructed to connect to default Wi-Fi SSID and use default password from device label
  • Suggested using Linksys app for re-configuration
Key Observations
  • Agent applied 5-press reset method to VLP01, which is not supported per KB (valid only for WHW, MX, MR, MBE series)
  • No verification that the reset succeeded or that internet connectivity was restored
  • Instructions about LED behavior post-reset were vague and not model-specific
  • Agent failed to confirm whether customer could see default SSID or enter correct password
Positive Highlights
  • Collected model number and customer email early in call
  • Asked about current LED status to assess device state
  • Attempted to provide concrete next-step procedure for recovery
Agent Errors / Gaps
  • Provided 5-press reset instructions for VLP01, which is not a supported model for this method
  • Failed to verify correct reset procedure for VLP01 before instructing customer
  • Did not confirm successful reconnection or internet connectivity post-reset
  • Gave ambiguous guidance about LED states without model-specific expectations
  • Did not guide customer through proper post-reset configuration (app/web UI)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent instructed reset but never confirmed reconnection to router or internet access; no verification of resolution occurred.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified symptom and initiated reset, but did not verify Wi-Fi name, password, or signal strength post-reset — key steps for extender reconnection.
R3 Met Correct resolution path conf 95%
Factory reset via 5-press is correct first step for an extender failing to reconnect after modem reset; aligns with KB guidance for RE/VLP series.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized LED color and need for reset, but did not ask about extender model beyond 'VLP o1', misidentified device type, and skipped signal diagnostics.
T2 Not Met Appropriate tools / resources used conf 90%
Agent used 5-press method on VLP01, but per KB, VLP series does not support 5-press pairing; reset button hold required — wrong tool used for device type.
T3 Not Met No misinformation conf 95%
Agent instructed 'press reset five times' for VLP01, but universal_factory_reset.md states VLP01 uses standard reset button hold (10–20 sec), not 5-press — provided materially incorrect procedure.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but failed to open with clear framing, had multiple silences, and did not summarize or confirm understanding.
C2 Partially Met Confirmed understanding conf 80%
Agent used understandable language but made unclear statements (e.g., 'wire fan back to default') and did not confirm comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on case, did not transfer, and attempted to guide through resolution — demonstrated ownership despite technical flaws.
O2 Partially Met Proactive follow-through conf 80%
Agent described steps but did not set timeline or follow-up; customer left without confirmation of success.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed despite customer being a technician at a customer site struggling with repeated failure; no acknowledgment of frustration.
X2 Not Met Tone & rapport conf 90%
Agent used a flat, procedural tone without adapting to customer’s confirmations ('Uh-huh') or confusion about reset method.
X3 Not Met Overall experience conf 85%
Agent asked for email address unnecessarily (customer is technician, not end-user); also provided incorrect reset method, forcing potential rework.
Call Transcript13 turns · 14 lines
Speaker 2
welcome to links this support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self help options [silence] available please have your serial number ready and stay on the line for assistance
00:00
Speaker 1
how's it going? so uh hey can you hear me? so we had the extenders it was connected to the spectrum router that's here and it was connected and then I did uh I had to reset the modem and I can't get these things to lock back on um
04:00
Speaker 2
Thank you for calling, Link. This is my name is Gerald, here. [silence] Hello? [silence] I can hear you but barely. Go ahead. [silence] Got it, can you give me the serial number?
04:00
Speaker 1
the model number is VLP o 1 uh uh serial number to 6 D 1 0 6 0 4 8 0 6 5 o 7 it's three different ones uh My first name is Darius Allen, but I'm at a customer's house. I'm a Spectrum technician. I was trying to get her, get them back online. But before then. [silence]
05:00
Speaker 2
model number of the extender. Okay. What is your first name and last name? Oh, got it. email address is also okay to ask, right? No.
05:00
Speaker 1
Say again? You don't mind her? hers is uh JaneDoutt@yahoo.com. D as in David. O as in Thomas, U, T as in Tom. It's It's got a bit of like a pinkish... pinkish all the... kind of pinkish here.
06:00
Speaker 2
I mean, is the email address, hold it for us right now? Or just for documentation? You can provide her email address. Is that j-a-n-e? And then how do you spell the what's up to that? Okay. Got it. At Yahoo.com. Thank you. What's the light of the the redder? Is it pink? Pink red or a red red? Color mean. Pinkish red. Okay. So, Okay. So, I think you did
06:00
Speaker 1
Mm-hmm. Mm-hmm. Router. It's connected to the router. Uh-huh. Uh-huh. This is turning solid green. So you said push it five times. Five times. Uh-huh. Five times. Uh-huh.
07:00
Speaker 2
Okay, so wire fan back to default. Okay, the the main towers that connected to the modem? Or better, yeah, yeah, while I'm checking the documentation of this BLP one may let let's try to do a pipe first. So, at the bottom of the main power, there's a reset button. Press and release that five times, not to fast, not to slow. One second gap between presses, and if it's working, it should turn solid green. It's going to take five minutes for that to now, but yeah, five times one second gap between presses.
07:00
Speaker 1
one second I try reset it I kinda just hold held it until it everything in it turn like a blue green I think he said take Five damn one
08:00
Speaker 2
(Silence) blinking, right? (Silence) This time should it should turn like light green or light blue. (Silence) three up to five minutes.
08:00
Speaker 1
As, like a slower green. As green, or a slower green. Sorry green. Okay. [silence] Okay. Okay. So it switched the password that she had before. Okay. Okay. Okay. Then you how you do that, you go onto the app. [silence]
09:00
Speaker 2
What about the light now? Is it green now? Okay, so that means it's working. So, take a look at the bottom of that. Uh, bottom of the part. There's a wireless name or setup name. Find that in your phone settings, Wi-Fi settings. If you can find that, tap that, hit connect. If it's asking for a password, the password is still at the bottom of the main unit. There's a default password there. It's back to default, and you'll have to rename it, re-customize the settings. Yeah, it should be pretty simple now, since it's working. Uh, you just...all you need to do is connect to the Wi-Fi, download the app, you don't have the app.
10:00