V2 Rubric Detail — 1809498a-6b25-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 14:50
Duration
6m 55s
Contact
Deseinlee
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133907
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.1% (+5.1)

V2 Grader Summary

The agent correctly identified the router was not broadcasting its SSID and recommended a factory reset via the five-press method, which is appropriate for many mesh models. However, no troubleshooting was performed to confirm power or connectivity issues, and the model was not verified to ensure the five-press method applies. The issue was not confirmed resolved, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to see Wi-Fi network or access router via app after power outage. Serial: TD33C10M29C02267. Agent incorrectly advised 5-press reset method (invalid for Velop) and falsely stated Linksys app is non-functional. Recommended factory reset and web browser setup via myrouter.local or 192.168.1.1. Offered to email setup guide.

Troubleshooting Steps
  • Collected device serial number
  • Confirmed Wi-Fi network not visible and app cannot locate router
  • Incorrectly recommended 5-press reset method
  • Advised factory reset and web browser setup
  • Offered to email setup guide
Key Observations
  • Agent recommended the 5-press reset method, which is invalid for Velop mesh systems (WHW/MX/MR series). KB requires 10-second factory reset for these models.
  • Agent falsely claimed the Linksys app is 'no longer working' for router setup, directly contradicting KB which supports app-based setup for Velop systems.
  • No router model verification performed despite having serial number, missing critical protocol step.
  • Essential troubleshooting steps (power cycle, LED status check) were skipped, reducing diagnostic value.
  • No confirmation of resolution or verification of customer understanding before call closure.
Positive Highlights
  • Collected device serial number promptly
  • Identified core issue: Wi-Fi network not visible and app cannot locate router
  • Offered to email setup guide providing self-help path
  • Maintained polite and professional tone throughout call
Agent Errors / Gaps
  • Recommended incorrect 5-press reset method for Velop mesh system (should be 10-second factory reset)
  • Falsely stated Linksys app is non-functional for router setup, contradicting KB documentation
  • Failed to verify router model before providing technical instructions
  • Skipped essential troubleshooting: power cycle, LED status check, and network verification
  • Did not confirm resolution or verify customer understanding of next steps

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended reset and reconfiguration but did not verify the router was working or confirm resolution; issue remained unresolved at call end.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic troubleshooting (e.g., power status, LED color, physical connections) and jumped directly to factory reset without diagnosing root cause.
R3 Met Correct resolution path conf 90%
Suggesting a factory reset and re-setup is a valid path for a non-responsive router that isn't broadcasting SSID, especially when app-based setup is deprecated.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (no Wi-Fi network visible, app can't find router) but asked no follow-up questions to isolate cause (e.g., power, LED, prior configuration).
T2 Met Appropriate tools / resources used conf 95%
No tools were required for the recommended action; the five-press and web browser setup are valid standalone methods when the app is deprecated.
T3 Partially Met No misinformation conf 85%
Five-press method is correct for most mesh models, but agent did not confirm model type (e.g., SPNM60/62 uses Pair button); advice was generally accurate but lacked model verification.
Communication
C1 Met Clear & professional language conf 95%
Agent opened the call professionally, collected necessary info (serial, email), gave clear next steps, and closed smoothly without losing control.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated email for verification, and offered a guide—adapting to customer’s need for written instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending a follow-up email guide.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the email would be sent 'right away after this call,' setting a specific and realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within L1 scope and resolvable with reset.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not explicitly acknowledge customer frustration or prior failed attempts; empathy was present but generic.
X2 Partially Met Tone & rapport conf 85%
Agent maintained pace but did not confirm customer understanding of the five-press method or reconfiguration steps.
X3 Partially Met Overall experience conf 85%
Offering an email guide reduces future effort, but agent did not walk through steps live, leaving customer to self-resolve.
Call Transcript10 turns · 12 lines
Speaker 1
Our between Sources external engineering with me, connect to the internet, or any of that, because it shows the box. I try reset it and I try doing everything. I just wanted to find out what the problem what the issue with it and if you can see that I can fix it. It's serial number is TD 33C 10M29C02267. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling. This is Joy. How can I help you today? [silence] All right. Oh, may I have the... Okay. May I have the serial number of your existing device please? [silence] Okay, and who...
00:00
Speaker 1
Xfinity Destin Lee, Tucker German. I-19 at gmail.com. I just have one. You said what, ma'am? Yeah. I'm gonna have to call my roommate then.
01:00
Speaker 2
all right thank you so how many Linksys nodes or Linksys towers do you have in total for this system? just have one uh... super jacking head my and who is Steve wanted Rick Richard that was requested here on my end under this router who is Steve Bonnie Richard this is the name that was suggested um here on our end the owner of this router hmm um it was
02:00
Speaker 1
It's just the, the, what's the color of it? because all I see is a light blue bullet, so I have. I try to send a password yes. so It says, is not, there's nothing nearby, Yeah, it won't find and it says we can't find the router. So, Yes, that's correct. Like, No, I don't see the Wi-Fi name, I don't see anything. No, I don't see that either. I don't see that either. No, nothing, [silence]
03:00
Speaker 2
to it. What does it shows? Like the network name won't show up on the Wi-Fi list. Oh, okay. I see. So right now you are using the Linksys app to log in. Okay. But when you like try to open a website or an app or like Facebook, can you do that online? Is it working? But how about the default name, Velop or Linksys? Even the network name that you have set up, it's not there.
04:00
Speaker 1
Sometimes it's set up it's just nothing was just turned off cuz the power out like a few minutes ago, so I don't see anything. Okay. So that doesn't work anymore, so to go on a website.
05:00
Speaker 2
the M. Okay, I see. Um, regarding with that one, sure, I suggest that you reset the router back again to default and then, um, reconfigure it using a different method because, um, Linksys app is no longer working, in records, with, um, setting up the router. So you can only use the different method, like the web browser or the five press method, uh, set up the router. Yeah, you need to go to its website, or just simply, um, press the reset button of the router five times, uh, to set it up easily. Then you just have to use the Linksys app to log in locally and you are back again.
05:00
Speaker 1
Okay, thank you very much. I think I need a guide. Yes, please. That's correct. Alright, thank you. You too.
06:00
Speaker 2
Change your name and password. You're welcome sir. Do you need like a guide or you're okay with that, you know how to do it? Okay, um, did you like me to send an email for that one? All right. So, I'll just send you the email right away after this call. Um, let me birify again your email. That's L for Lima, E for Echo, R for Robert, N for Nancy, E for Echo, D for Delta, 19 at gmail.com. Correct? Okay. All right. So, I'll just send the email right away after this call. All right. You're welcome. Have a good day, sir. Bye.
06:00