V2 Rubric Detail — 19f72fa6-816d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 23:21
Duration
40m 43s
Contact
775-460-8324
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137566
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (173 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall35.2% (+3.2)

V2 Grader Summary

The agent failed to follow mandatory diagnostic procedures for Velop connectivity (skipping modem isolation and web UI verification), declared hardware 'broken' without evidence, and increased customer effort through repetitive steps. While some troubleshooting occurred and ownership was partially maintained, the interaction lacked systematic diagnostics, accurate warranty handling, and efficient customer engagement, resulting in an unresolved case. Assessment 3's KB validation overrides any technical-accuracy-based auto-zero claims, and no critical behavioral failure (abandonment, discourtesy, etc.) occurred to trigger auto-zero.

V1 Case Analysis

Customer reported Velop node with solid blue LED but no connectivity. Agent performed unverified resets and power cycles, failed to collect model number, declared hardware fault due to expired warranty (2021), and advised replacing the child node without verification.

Troubleshooting Steps
  • Asked for model, serial, and default SSID (only serial '8B6' and SSID 'Velop setup 8B6' provided)
  • Instructed multiple unstructured power cycles without validation
  • Performed 30-second and 1-minute resets (contradicts KB guidance of 10–20 seconds)
  • Declared hardware fault without diagnostic steps (dashboard access, node pairing, LED interpretation)
Key Observations
  • Agent failed to collect product model number — required for accurate hardware troubleshooting and warranty validation.
  • Performed incorrect reset procedure: held reset button for 1 minute instead of KB-specified 10–20 seconds (universal_factory_reset.md).
  • Skipped required diagnostic steps: did not access router dashboard (192.168.1.1 or myrouter.local) to verify connectivity or node status (velop_wifi_connectivity.md).
  • No attempt to re-pair the node using 5-press method or web UI (velop_child_node_setup.md).
  • Declared hardware fault without performing any diagnostic steps or confirming warranty status via lookup tools.
  • Agent lost call control: spoke to colleague on mute, gave repetitive/unstructured instructions, and failed to confirm results after actions.
Positive Highlights
  • Correctly isolated the parent node by instructing the customer to unplug child nodes.
  • Communicated warranty expiration clearly, setting customer expectations about support limitations.
Agent Errors / Gaps
  • Failed to collect product model number — a critical protocol violation for hardware troubleshooting.
  • Executed incorrect reset procedure (1 minute hold vs. KB 10–20 seconds), violating technical accuracy.
  • Did not verify node status via router dashboard — a required diagnostic step for solid blue LED issues.
  • Declared hardware fault without diagnostic validation or warranty lookup.
  • Provided no verified next steps beyond replacing the node; failed to offer self-help resources or escalation.
  • Lacked call control: unstructured troubleshooting, mute conversations with colleagues, and unclear instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device 'broken' and stated 'I cannot replace the router... hardware problem... I can help on the phone' without resolving the issue or offering a viable solution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed power cycling and reset attempts but skipped essential diagnostics (modem isolation, web UI verification, speed test) required for Velop connectivity issues per KB guidelines.
R3 Partially Met Correct resolution path conf 92%
Agent acknowledged hardware was out-of-warranty but continued troubleshooting; however, failed to confirm warranty status independently or provide a structured best-effort path per OOW standard (e.g., no clear next steps beyond suggesting replacement).
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply logical diagnostic process: did not isolate modem, verify parent node internet connection via web UI, or conduct speed tests before declaring hardware 'broken' (as required by velop_wifi_connectivity.md).
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools used (e.g., web UI access at myrouter.local/192.168.1.1, speed test verification) despite customer cooperation and available URLs; relied solely on repetitive power cycling and resets.
T3 Partially Met No misinformation conf 90%
Correct 30-second reset instructions provided per universal_factory_reset.md, but claim that hardware 'expired in 2021' was presented as fact without verification or KB support.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained call control through reset sequence but lacked clear framing ('ten steps' announcement), used internal talk without explanation ('I'm talking to my colleague'), and provided abrupt transitions ('Stay with me').
C2 Partially Met Confirmed understanding conf 85%
Used plain language for reset steps but did not confirm customer understanding, adapt terminology to customer's apparent confusion, or provide comprehension checks during repetitive commands.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent remained on call and attempted resolution but deferred to colleague ('He's giving me the instruction'), implied helplessness ('they said already expired'), and reduced sense of ownership by stating 'I cannot replace the router'.
O2 Partially Met Proactive follow-through conf 86%
Set expectation about hardware limitations and suggested replacing a node, but provided no concrete timeline, follow-up commitment, or clear next steps beyond 'we might replace this whole system'.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced, no re-asked documented questions observed, and this appears to be the first contact based on transcript and Assessment 4 case history evidence.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed, and none was warranted as the agent continued handling the case through troubleshooting attempts without valid triggers (e.g., no management request, legal risk, or confirmed hardware fault requiring escalation).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered minimal apologies ('Sorry') and acknowledged hardware issue, but lacked genuine empathy, specific recognition of customer's frustration/history, or sincere acknowledgment of repeated effort on repeat contact.
X2 Partially Met Tone & rapport conf 84%
Proceeded at customer's pace and avoided technical overload during reset steps, but did not adjust tone/pace during repetitive commands, check in emotionally, or adapt communication to customer's expressed confusion ('It's broken').
X3 Not Met Overall experience conf 95%
Customer forced to repeat power cycle and reset steps multiple times without clear progression or efficient path forward, creating unnecessary repetition and confusion (e.g., 'Unplug the power. Plug the power back' repeated 4 times).
Call Transcript1 turns · 66 lines
Speaker 1
Welcome to Linksys 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 available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. Thank you for calling Linksys. My name is Nathan. I know who am I speaking? Can you tell me the model number of the Linksys? Serial number? There it is. What is the color of the light on the. Solid blue. You have how many of this one? Two, three, or four? Four. How many Linksys do we have total? Mm-hmm. The one connected to the motherboard, can you confirm? The one connected to the modem, uh, can you tell me what is the color of the light? By the way, who's the internet service provider? Spectrum, Xfinity? Mm-hmm. The one connected to the modem, can you tell me what is the default Wi-Fi name underneath? Velop setup. Eight bravo six. There it is. Yep, it's registered. It's a valid one. Yeah, I just verified it's valid. All right. Can you connect to the Velop setup eight B six using your phone or laptop, maybe? Or phone? Can you connect any device to the Velop setup eight B six Wi-Fi? And then try to check whether you can use your phone or you can use your tablet or iPhone. Hmm. All right. Can you turn off all the rest of the child nodes? Unplugged. Good. And none of it. Okay. Can you press the reset button and hold it for 30 seconds? Okay. Release. All right. Let's do a recovery reset. Stay with me. Let me find a solution. Can we wait one minute while I ask the procedure? Somebody has to come with me. In the meantime, while waiting, can you tell me what is the name of the customer? Good. Do you have an email for Anne? Thanks, Anne. Can you give me back to the technician? Okay. Uh, your name again? I didn't get it. Sorry. Hussein. Hussein, just in case, uh, just to set an expectation, this is a hardware problem. I cannot replace the router. I can help on the phone. There's no issue with this one. Uh, the phone support is unlimited, but the hardware, they said already expired in 2021. Okay? Now. Okay, I just got it. Okay. Can you give it to me, please? One to ten. And then. Sorry, sorry. I'm not talking I'm talking to my colleague. Stay with me. He's giving me the instruction. All right. I got it now. Now, this will be ten steps. You need to we need to unplug, replug the power of the Linksys. Okay. Tell me when you're ready. All right. Can you unplug the power? And tell me if you're done. Plug the power back. Plug the power back in. Confirm? Unplug the power. Plug the power back. Unplug the power. Plug the power back. Unplug the power. Plug the power back. Okay. Unplug the power. Plug the power and keep it that way. Let's wait two minutes. Tell me the color. Did it change? Solid blue? Can you press the reset button and hold it for one minute? I'll do the time. Press and hold. Yeah, I'll do the time. Thanks. All right. Release. Tell me the color of the light. Now. It's broken. It's just broken. Uh, can you get one of the child node? Okay. Do not plug this one. This will cause this is the one that's causing trouble. Unplug this one. Make sure put a label. Do not use this one. Get a child node. Tell me what is the default name. No. Yeah. And then the SSID or Wi-Fi name, Velop setup. Eight, D, E. All right. Power on? Tell me the color of the light of the new child node. Magenta, red, or mixing red? Teal. All right. Can you press and hold the reset button 30 seconds? Yes. Sir, thank you so much for your help, uh, but, uh, if we have any issues, we might replace this whole system and give you a call if we have any other issues. Okay? Thank you. Bye.
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