V2 Rubric Detail — 1b28e008-65f3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 00:10
Duration
12m 24s
Contact
Cathy Inscoe
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133108
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory
Ticket subject: Product Compatibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to diagnose or resolve any specific issue, instead delivering a generic, technically inaccurate setup script. Critical failures include recommending the deprecated Linksys mobile app and misapplying the 5-press method without model context. No troubleshooting, ownership, or empathy was demonstrated, resulting in a fully unresolved interaction.

V1 Case Analysis

Customer confused about PPPoE vs. static IP for CenturyLink; agent delivered generic Velop setup script without collecting model/serial or verifying resolution. No next step set.

Troubleshooting Steps
  • Delivered a generic scripted walkthrough for setting up a Linksys Velop mesh system via the mobile app.
  • Mentioned manual PPPoE/static IP configuration as an option if automatic detection fails [08:00].
Key Observations
  • Agent delivered a monologue-style script without interactive troubleshooting or confirmation of steps [05:00–11:00].
  • No product model, serial number, or warranty status was collected or referenced.
  • Customer’s core confusion about PPPoE vs. static IP was acknowledged but not resolved or explored in depth.
  • Call ended without verifying Internet connectivity or confirming that setup steps were followed or successful.
  • No empathy, pacing, or call control demonstrated despite customer expressing confusion early in the call [02:00–03:00].
  • Technical advice was generally consistent with the KB for Velop setup, but the script did not address the customer's specific ISP configuration issue.
Positive Highlights
  • Technical instructions for Velop setup via the mobile app were generally accurate and consistent with the Linksys KB for supported models.
  • Mentioned the option to manually configure PPPoE or static IP if automatic detection fails [08:00], which is technically correct.
Agent Errors / Gaps
  • Failed to collect essential product information (model, serial, warranty) despite discussing model-specific setup [05:00].
  • Did not confirm the customer's current network topology, ISP type, or what had already been attempted.
  • Provided a generic, non-interactive script without tailoring to the customer’s specific issue (PPPoE/static IP confusion).
  • Did not verify any step of the process or confirm whether the customer understood or could perform actions.
  • Failed to acknowledge customer frustration or confusion [02:00–03:00], nor adjust communication style accordingly.
  • No clear closure, recap, or next-action plan was communicated at the end of the call.
  • Allowed a 10-minute monologue with no customer interaction or confirmation, indicating complete loss of call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never identifies or resolves a specific issue; only delivers a generic setup script without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed; agent skips diagnostics and jumps directly to a generic setup walkthrough.
R3 Not Met Correct resolution path conf 96%
Agent does not assess product model, warranty, or issue type; provides one-size-fits-all guidance regardless of context.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptom identification or diagnostic questions asked; agent assumes setup issue without validating the problem.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., web interface, remote access, logs) referenced; relies solely on deprecated mobile app guidance.
T3 Not Met No misinformation conf 96%
Agent recommends the Linksys mobile app, which is phased out per KB, and incorrectly presents 5-press as a universal setup method without model validation.
Communication
C1 Not Met Clear & professional language conf 97%
Agent delivers a monologue without framing, transitions, or call control; fails to manage interaction flow.
C2 Not Met Confirmed understanding conf 96%
Customer expresses confusion about PPPoE and IP types, but agent continues with technical script without simplification or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent shows no ownership of the case; reads a canned response without personalizing support or avoiding transfer.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timelines provided for resolving the customer's actual issue; only generic finish instructions.
O3 Not Applicable Closure confirmation conf 92%
No prior case history referenced and no handoff occurs in this interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation made and none warranted due to lack of defined problem or escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 93%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent shows no empathy or acknowledgment of customer frustration; tone remains robotic and procedural.
X2 Not Met Tone & rapport conf 95%
Agent fails to adapt to customer’s confused state; continues with complex setup steps without adjusting pace or style.
X3 Not Met Overall experience conf 94%
Agent increases customer effort by delivering a long, irrelevant script instead of using known information or simplifying steps.
Call Transcript2 turns · 11 lines
Speaker 2
Welcome to LindesSyncs support. To ensure quality service, your call may be monitored. Please have your device's 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.
00:00
Speaker 1
See, this is the only thing I don't understand. They've got different kinds of connections. PP POE connection, static IP. See, I don't understand that. Do you have to fix that to your address? This is internet service provider so that's CenturyLink. So that's what it would be. The IP address. So that would be what we have a standard IP. One nine one not something dot something. Yeah. There are various methods, configuring your link to this intelligent mesh Wi-Fi routers Next, we'll illustrate the process of setting up your systems and other Wi-Fi devices using the Linksys mobile app. That provides a true reason to identify the nodes to be set up, making the process secure, seamless and simple. This video is applicable for Linksys WHWG. series routers, M series routers, and M series routers. Before anything else, please download or update the latest, Linksies mobile app. Second, write down the default Wi-Fi name and password located at the bottom of the parent node. For educational purposes, a parent node is a router or node connected to your modem or modem router. Meanwhile, a child node is an additional Linksys Velop identical mesh node or router that you can add to extend your Wi-Fi network. First, gather all your equipment. If you have more than one router or node to set up, make sure to gather all your equipment in the same room as the modem or internet source. Just take note that you can relocate your child nodes after the setup process is complete. Next, identify the Wi-Fi network you are currently utilizing. If you have a non-Wi-Fi modem and a separate Wi-Fi router, remove the existing Wi-Fi router. Just power cycle your modem and wait until your modem has rebooted, before you go to the next step. You can also proceed to the next step if you either have a non-Wi-Fi modem or a Wi-Fi router and modem in one device. modem into any of the two ethernet Ports. After setting up the router, the port that you use will become your dedicated internet port before on all your child nodes. If you hear the parent node, no more than 10 ft from the parent node or preferably in the same room as the parent node. Make sure that no other cables are connected to any of the ports on the child nodes during setup. The next step is to connect your mobile device to the default Wi-Fi name of the parent node. Again, the default Wi-Fi credentials are located on the product label underneath the device. Now, launch the Linksys mobile app. Tap on launch setup if you are using an Android device. Tap on setup a new Wi-Fi network if you are using an iOS device. Next, the terms and conditions page will be displayed. Click the agreed button. If you were prompted to turn on Bluetooth, select the I would rather set up without Bluetooth option. parent node to your modem or source of Internet. Your parent node, the port labeled Internet, use that one. If not, any port will work. After establishing the connection press the it's connected button. Plug the child nodes into power in close proximity to the parent node and switch them on. Then, click the next button. Now, ensure that all your nodes display a stable purple light and then click the button that says, "node light is solid." At this point, Internet checking will begin. This could take up to a minute. In this illustration, we've utilized a DHCP internet connection type. If the system fails to detect an internet connection, you will encounter a screen offering the choice to restart your modem or manually input settings for internet connections that requires PPPOE or static configurations. You will be asked to customize your Wi-Fi name and Wi-Fi password. The Wi-Fi password is case sensitive. Tap next once done. You will see the privacy pledge screen on the next window. Just click the continue button to proceed. If you have an existing Linksys cloud account, enter your credentials. Select create account if you haven't established a cloud account yet. Just follow the on screen instructions. The Linksys mobile app will now link your network to your cloud account. This will allow you to manage and monitor your network remotely from any mobile device. In this instance, the Linksys Smart Wi-Fi app will now configure your wireless network. This could take up to a minute. You will now be asked to connect to your newly created Wi-Fi network. [silence] Once connected, return to this app and tap the next button. Following the setup of your Wi-Fi network, the Linksys mobile app will proceed to configure and incorporate your child nodes into the network. Please be patient while your child nodes are being configured. After the configuration of all your nodes is complete, a screen will be displayed to show the number of nodes successfully detected and configured on your network. If you have additional nodes to add but forgot to turn them on at the beginning or if some of your child nodes were not detected, tap on add more nodes to try again. Make sure to move your nodes closer to the parent node. No more than 10 ft away from the parent node or preferably in the same room as the parent node. If all the child nodes have been added, or if you intend to add additional child nodes later, proceed by tapping next. Once you see this screen, just hit on the next button. You can now unplug and relocate your child notes. Tap finish. Your Wi-Fi should now be ready. Tap on go to dashboard. After you relocate your child notes and power them back on, wait until the child nodes have a solid blue light. This indicates that the notes have connected to the network and are ready to use. Congratulations. You can now connect your wireless devices to your Wi-Fi network. The 5-press setup method offers the quickest means to setup your Linksys Velop Mesh Wi-Fi system using the reset button. [silence]
02:00