V2 Rubric Detail — 1ed7d84c-6447-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:06
Duration
12m 46s
Contact
Andy Dmytryhyn
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132846
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership3.00/5
Escalation0.00/5
Customer Exp4.29/5
Overall49.5% (+13.4)

V2 Grader Summary

The agent demonstrated ownership and empathy, conducted partial troubleshooting aligned with initial symptoms, and provided accurate guidance. However, they failed to complete the full diagnostic process, did not escalate a clear hardware fault (solid red nodes), and left no next steps—resulting in an ownership gap despite technically sound initial steps.

V1 Case Analysis

Customer reports all Linksys extender nodes solid red after outage; no troubleshooting or resolution provided. Call ended without next steps.

Troubleshooting Steps
  • Collected serial numbers for two nodes.
  • Confirmed ISP (Rogers) and fiber connection.
  • Confirmed that power cycles were performed on modem, router, and nodes.
  • Asked about Ethernet cable condition to the main node.
Key Observations
  • Agent failed to provide any actionable troubleshooting beyond asking about the Ethernet cable.
  • Call ended without any resolution, escalation, or self-help path — leaving the customer with no clear next step.
  • Warranty status and support eligibility were not addressed, despite likely being out of warranty given product type and customer context.
  • Agent did not confirm model numbers, which is critical for extender-specific guidance (e.g., RE6300 vs. newer models).
  • No attempt to guide the customer through factory reset or re-pairing process, which is standard for solid red LED on extenders.
Positive Highlights
  • Agent politely collected serial numbers and confirmed ISP information ([03:00], [04:00]).
  • Displayed empathy and patience when customer shared personal context about their father’s passing ([10:00]).
  • Confirmed that power cycles had been attempted, showing basic understanding of initial troubleshooting ([10:00]).
  • Correctly identified that the main node should be the one connected directly to the router/modem path ([04:00]).
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for solid red LED on extenders (e.g., verify WAN, reset main node, re-pair).
  • Did not provide any concrete next steps or resolution path, resulting in operational abandonment.
  • Did not confirm product model number, which is essential for accurate support (e.g., RE series vs. Velop).
  • Did not address warranty status or support eligibility, missing a key protocol requirement for potential out-of-warranty handling.
  • Allowed the call to end without closure, despite customer clearly needing help (emotional context acknowledged but not acted upon).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends without resolution, escalation, or confirmation of fix for solid-red nodes; issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about LED status, serial numbers, and suggested power-cycling and checking Ethernet cables, but skipped critical steps like modem-direct test and WAN status verification.
R3 Partially Met Correct resolution path conf 85%
Agent pursued basic troubleshooting appropriate for suspected hardware fault (solid red), but did not confirm warranty status or explicitly offer RMA/escalation path despite escalation triggers being met.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified solid red LED as key symptom and asked relevant questions about main node and cable, but did not logically isolate root cause beyond physical layer.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as remote session, modem-direct speed test, or router dashboard check for WAN status despite clear need given solid red on all nodes.
T3 Met No misinformation conf 95%
Instructions given (reboot, check Ethernet cable) are technically accurate and consistent with KB guidance for solid red LED.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow but failed to set clear expectations or structure a step-by-step plan, leading to disorganized troubleshooting.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding, and adapted to customer’s technical background and emotional state.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and actively gathered information and guided troubleshooting steps.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up plan was established before call ended.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Solid red on all nodes after reboots meets escalation trigger (hardware fault); agent should have escalated or offered RMA but did not.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, so execution of escalation details is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy regarding customer’s family situation, apologized for confusion, and thanked for patience.
X2 Met Tone & rapport conf 90%
Agent matched customer’s tone, used polite and supportive language, and kept engagement despite complexity.
X3 Partially Met Overall experience conf 85%
Agent asked customer to manually locate serials and check cables rather than offering remote diagnostics, increasing customer effort.
Call Transcript22 turns · 23 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. 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-warennt products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Hi there, I'm just experiencing a bit of an issue with uh, like the Wi-Fi extender nodes, the Lynsis ones. Um, but unfortunately, it's a, it's a system that I did not set up myself. Um, and I'm a little lost, so I thought I'd give you guys a call. Um, it usually works totally fine. It's just like a, a fiber, like, modem that goes into a, like, our big D-link router, and that goes out to, um, with a, with an ethernet cable goes out to a few of these nodes, and they've always worked fine. Um, but all of a sudden, last night at like 2:00 in the morning, they all just went down. They've all had the red light. And, uh, I've been troubleshooting for quite a while. I'm, I'm an audio engineer for the record. I know this is different than audio, but cables and routing, not too scary for me usually. Um, and I'm just feeling lost. I haven't been able to get these things.
01:00
Speaker 2
Thank you for calling Linksys. This is Joy. How can I help you today?
01:00
Speaker 1
to reset, I've done power cycles on everything. Yeah, sorry, that's a little long-winded, but it's kind of what I'm working with today. Just one of them? Sure. Uh, one sec. Sorry, I'm just looking for it. Would it be the name? I'm looking at the bottom of one of the nodes right now. It says name. Okay. Okay. Let me look a little closer here. Maybe I can find a serial. One sec. So, it's just in a bit of a tough spot to reach. Apologies. Um, let's see here.
02:00
Speaker 2
OK, do you have the serial number of your Linux device, please? [silence] serial number or [silence] SN.
02:00
Speaker 1
Okay, I found the serial number if you're ready for it. Okay. 2 0 j 1 0 V C 6 3 7 1 4 5 4 4. My internet service provider is Rogers and it's their fiber internet. Uh, just thinking about that for a sec. Um, one, two, three, four, I think five. It like five minimum, actually six, I think. Five
03:00
Speaker 2
Yep. Mhm. Okay. And who is your internet service provider? How many Linux nodes do you have in total shared in their system? Hmm.
03:00
Speaker 1
or six? Five or six? So, um I'm not actually sure which is the main node, if I can be honest. Um I could go look at all of them and try to figure it out though. Is there any indication of what the main node would be on the actual hardware? Okay, I think I'm picking up what you're putting down. Um let me take a look here. Uh I'm gonna have to do a little bit of guesswork for a second. Cause from what I see, there's a big router in another room that is uh um, there's a lot of outs on it. Like it's got quite a lot of outputs. Okay.
04:00
Speaker 2
Okay. And what is the light of the main node that is connected to your modem? Is it solid blue? Um, [silence] yeah, the main node is the one that is connected to directly to the modem or if it's cascaded to the first router that is connected to the modem.
04:00
Speaker 1
And I put out there and I think he's he's splitting to all of them from that to be honest. Possibly there's a couple there's a couple of different ones here. I wish I could I could I wish I could send you a picture or something to show you. But there's uh, from the modem, it goes to from the actual modem itself, it's got two main outs. One of them is going to a switch that's for some of the security cameras and then the other is going to uh big router. Um that's the one with a bunch of in and outs on it. I want to say like between 14 to 20 on the back of this thing. Um, I think I have a picture I can maybe look at and tell you describe to you. Um, that's six.
05:00
Speaker 2
I think you are referring to a switch. If you describe it as like a lot of forks, [silence]
05:00
Speaker 1
Yeah, so, how do I explain this? Okay, I can see how many ins and outs it has. It has, well, I don't know their function but it looks like 1, 2, 3, 4, 5, 10, 10 Ethernet plugs maybe uh looks like eleven or twelve on the back of this thing. I can't see like a model name on it. I know you guys aren't really, but I if it could help us figure out what it is. DG something? Uh huh. Yeah, that that makes sense. Okay, let me let me check something else here then. Because it if I understand.
06:00
Speaker 2
And can you see? Like, one of your links is nodes must be connected there. One of your links is nodes must be connected there. So, that would be your main node. [ silence ]
06:00
Speaker 1
You correctly, it's it's likely one of two that I can think of, so I'm just going to check them really quick. I just have to kind of run around for a second to do that. Um let me see here. Excuse me. I think wired. I think wired. Um well, actually, I don't know. Uh at least two of them are connected wired. Um I think most of them are. What I'm seeing now is that one of them is coming off of a different router than the rest though, which is interesting. It looks like he's got them split over two different routers. So I don't know which would be the main one on that logic, but let me check uh another one. Thank you for your patience, by the way. I really appreciate it. Um just a quick second here.
07:00
Speaker 2
all of your nodes are connected wired or wireless wired
07:00
Speaker 1
Are you still able to hear me? Check. Okay. Getting somewhere. Just a sec. Okay, I have found one that is not like the others. Um, so I think I've found the main one and it has a red light on it, solid red, not blinking. Solid red. Every one I've looked at is solid red. Yeah. That one? Sure. [silence]
08:00
Speaker 2
Yep. Okay. Okay. So if it's solid red, then all of your child nodes must be solid red also. So, um yeah. Can you give me the serial number of that one, please? Yeah, the main node.
08:00
Speaker 1
Okay. I think, I'll say it too, I think this, it has extra cable. Okay, I've got it if you're ready, ready. Sorry. Are you still okay? Sorry. I lost you for a second there. Um, I've got the number if you're ready for it. Okay? It is 20 j 1063711453. Eight. Okay. [KEEP_UNCERTAIN] Okay, awesome, thank you so much. And um, also, just really quick, I do want to apologise that I seem to be a bit confused on what's going on here. Um, it's my dad has set up this system, uh, but unfortunately he passed away a few months ago, so I'm just trying to help mom with the house. And uh, so that's why I don't have all the info. Um, no sob story. I just wanted to be just honest if I seem a little confused about it. So, um, yeah. Thank you so much. Uh, troubleshooting steps. Uh, I've everything's got in the power cycle. If it's part of the if it's part of the system, it's got in the power cycle from me. Um, I'll try one more power cycle on the
09:00
Speaker 2
Yep. Okay. So, I'm sorry. We just try to like reboot your modem. Or what troubleshooting steps have you done so far before calling us?
10:00
Speaker 1
Misinode if you think that's a good deal um but I've done I've got a power cycle on the modem the uh different room and big modem I start with big apologies, the big router that I was uh referring to, I've done cycle on all those. I called some of the nodes. Uh now that I guess the man, I'm just going to do that one more time. Um so if I can't say that I have like for the main one you mean for the main node. Um Okay, let me find another. I have not like checked it in the sense of like, tried a new cable. No, I have not. Um probably try one. It looks like it's getting fed directly from
11:00
Speaker 2
Have you tried to check the Ethernet cable if it's working fine, or not? Yeah, for the main node. Have you checked its Ethernet cable?
11:00
Speaker 1
thank you thank you excellent i don't have a slow all blue.
12:00