V2 Rubric Detail — 24597e6c-7ed5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 16:08
Duration
26m 55s
Contact
828-676-1316
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00108840
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-42.9)

V2 Grader Summary

The agent attempted a 5‑press reset and power‑cycle but skipped essential diagnostics (modem check, WAN verification) and gave contradictory, inaccurate instructions. The node remained solid red, the customer’s frustration grew, and a requested escalation was not performed, resulting in an unresolved issue with multiple ownership and communication failures.

V1 Case Analysis

Customer reports three WHW03 Velop nodes showing solid red and no internet. Agent advised 5‑press reset and power‑cycle of modem/node; issue remained unresolved. Customer requested escalation to English‑speaking support.

Troubleshooting Steps
  • Advised 5‑press reset on the main WHW03 node
  • Guided power‑cycle of the modem and the node
  • Attempted to verify Wi‑Fi SSID and node LED status
Key Observations
  • Agent did not verify WAN connectivity or perform a direct modem speed test.
  • Language barrier and lack of empathy caused repeated misunderstandings.
  • No serial number, warranty status, or case number was collected; escalation path was not clearly defined.
Positive Highlights
  • Correctly identified that the 5‑press method is applicable to WHW03 nodes.
  • Attempted power‑cycle of modem and node as a basic troubleshooting step.
Agent Errors / Gaps
  • Assumed product model (WHW03) without confirming with the customer.
  • Failed to confirm outcome after each troubleshooting step (node remained red).
  • Provided confusing instructions about Wi‑Fi name and LED status.
  • Did not set a clear escalation, callback, or follow‑up plan.
  • Poor communication and limited empathy throughout the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states nodes remain solid red and offline despite attempted fixes: 'It's still red... the node stays red even though we already tried the five press reset'.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a 5‑press reset and power‑cycled the modem/node, but skipped key steps such as confirming the modem’s internet status, checking WAN connection, or using the web UI to verify node status.
R3 Partially Met Correct resolution path conf 80%
Agent chose a 5‑press reset (appropriate for WHW03) but did not follow the full recommended flow (modem check, reboot mesh, verify internet) and gave contradictory instructions about turning off the modem vs. the node.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (red LEDs, no internet) but asked unrelated Wi‑Fi name questions and did not systematically diagnose the WAN or backhaul cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, dashboard view, speed test) were used even though the issue required checking the parent node’s WAN status and node health.
T3 Not Met No misinformation conf 90%
Agent gave inaccurate guidance – e.g., “the light indicator should flash red” (incorrect) and mixed messages about turning off the modem versus the node.
Communication
C1 Not Met Clear & professional language conf 85%
Call was filled with long silences, abrupt topic changes, and no clear agenda – agent never set expectations or kept the conversation on track.
C2 Not Met Confirmed understanding conf 90%
Customer asked for a speaker with better English; agent continued in English without simplifying language or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; after the failed steps they said “I don’t have any option here… you will be routed once you call back” and offered no further assistance.
O2 Not Met Proactive follow-through conf 85%
No concrete next‑step timeline was given – only vague statements like “once the modem is totally rebooted you can turn on Linksys”.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer explicitly requested escalation to a different (English‑speaking) representative, but the agent did not escalate.
E2 Not Met Escalation prep & handoff conf 95%
Since no escalation occurred, the required details and customer notification were never provided.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed little empathy; never acknowledged the customer’s frustration or repeated attempts – e.g., “I don’t have any option here”.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or language to the customer’s limited English; continued with technical jargon and did not check comprehension.
X3 Not Met Overall experience conf 85%
Customer had to repeat information multiple times and was asked to perform unclear steps, increasing effort.
Call Transcript46 turns · 50 lines
Speaker 1
señor número 60 así que usted la hola buenos días um um uh yo tengo um link sick um um uh en mi casita eh eh eh forgot el nombre de estas cosas para para el Wi-Fi ¿Qué el ver todo notas? ah they're called nodes. uh-No.
00:00
Speaker 2
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. This is May. Hello? Hmm? Yeah. Mesh nodes. [silence]
00:00
Speaker 1
Okay and uh since Saturday they went offline and I have not been able to uh either watch TV or do anything with the uh computer or anything because we don't I call Spectrum. And the connection with Spectrum with the Lin part is okay. That's what they told me. They can see it that it's okay but then the nodes or the nodes are all with a red red light and they are not working. I have three of them. Yes ma'am. Yes ma'am. Yes it is.
01:00
Speaker 2
uh huh huh yep. uh huh. uh huh. uh huh. uh huh. uh huh. [silence] uh huh. okay. yeah. So that means it's offline. Are you at home? Okay. I was able to pull up an account here under [silence] Ada Howell. Is this your account? Okay. And I believe you're still calling for the same routes.
01:00
Speaker 1
Yeah. Uh-huh. Yes. He does. Uh-huh. I have the Wi-Fi here. The password and the, that's what you need? I don't understand what you're saying. The, uh,
02:00
Speaker 2
okay, on my end here, the model number is WHW03 okay. So, let's start with the main one then. The main one has a red light color on top 2, right? okay. Check your Wi-Fi list. at okay. Just go to the settings of your phone, go to Wi-Fi. Uh, I need the uh, I mean, just check the Wi-Fi list if um, it shows the belieb setup names. [silence]
02:00
Speaker 1
The, the, the bailout set up you mean nine B six. Das is the, the minus bailout set up number nine, BSMB number six. Das is, no, well, they have few bit I cannot see it on the on the computer because I'm not online. Well, just a moment. I have to go downstairs. Just a moment.
03:00
Speaker 2
How many velop sets up you can see? Mm-hmm. And what else? Is it a total of three? Okay. So, go to your main node now and then press the reset button five times. Sure.
03:00
Speaker 1
The main bottom, um, the main, the red button, um, um, um, um, and then, um, okay. Okay. Okay. Um, um. Hello? Hello? Okay, because I get out of line because this is a phone that has the main connection upstairs and if I come downstairs, I lose the connection. So, just a mom, okay.
04:00
Speaker 2
Yeah. Five times. Quick five press. Yes. All you need to do is to press the reset button. Read reset button five times. Yes. Yes. Okay. Mhm. [silence] that?
04:00
Speaker 1
[silence] I need you here.
06:00
Speaker 2
the light indicator should flash red
06:00
Speaker 1
Go upstairs. He's no, no, it's that modern. There on the top, tell me what color it has. Red. OK, it's blinking. no, because they're not OK. The bottom is red, but it's not blinking. here are not plugged in. Those Wi-Fi, what do you mean by the Wi-Fi? I cannot see a Wi-Fi. that Wi-Fi
07:00
Speaker 2
[silence] Okay. Can you still see your original WiFi, Ada, when it's still working? Can you see it now on the WiFI list broadcasting? Like you're WiFi for Linksys when it's still working. What was the WiFi name that you created for it? What's the device name for it? But what's the Wi- Fi name. Are you the one who created? Uh. I mean who set up. And so what's the Wi- Fi name that you set up? Still Velop setup name. Okay. So that's your Wi- Fi. Okay. You're connected to that Velop setup Wi- Fi now and it shows. No internet. No internet. Wi-Fi for lunch. Uh huh? Yes. Okay. again, you're connected, develop that, up, but. Tuning?
07:00
Speaker 1
Okay. Okay. But when you asked me that question, where do you think it may be showing? Where? Where? Oh, no, I'm not, I'm talking to you from a landline phone. I, I don't, I'm not, I'm not calling you from a, I, iPhone or anything like that. We live in the mountains. We don't have a connection with the iPhone. ʻuntil I get, I'm sorry. I'm sorry. [silence]
11:00
Speaker 2
Yes, that's why I'm asking, what was the Wi-Fi name you set up for the Linksys device? I wanted to know if the Wi-Fi is not showing up at all or it's showing up, you're connected but no internet. On your phone, all wireless devices should be able to detect Wi-Fi. Mm. Only TV. Can you check it right now? If there's still valve set up?
11:00
Speaker 1
No, because I don't have a Wi-Fi. The things still not working. I cannot access my my nothing. My computer, my TV, nothing. My iPhone, I cannot because I do not have a Wi-Fi. The the boxes are not working, the notes. All of them, I read, red light. You understand what I'm saying? [silence] I am not connected to the Wi-Fi. Not, no. Zero. No connection to the Wi-Fi. [silence]
12:00
Speaker 2
Yeah, I got your point. But what I'm trying to clarify now is: if you are connected to a Wi-Fi node, but there's no internet. Or you cannot see at all the Wi-Fi name? [silence]
12:00
Speaker 1
The notes are not working. the notes are the ones who are listening. What do you need to do? Specialist? Can you come over here? I'm going to put my husband on the phone, so you can tell him what you want me to do, and he will tell me because it's a distance of about 30 feet, and I can hear. I'll call the lady, and she's going to tell you what she wants me to do. Please, open your mind. Hello? Tell her what she wants to do. What is it you want us to do?
13:00
Speaker 2
okay okay now from the main lincsys I need you to switch it off the main lincsys node just switch it off the main node yes okay okay I need you to turn off the lincsys main node
13:00
Speaker 1
Wait just a second. Turn off the the one that's connected to the modem or whatever it is that we have there. How do you turn it off? Pull the plug on it? You can there's a little switch inside. switch that off. Okay, just a second. She's going to do that. That was my secretary's solution to all her computer problems. Turn it off and then turn it on. Did you turn it off? Yes. Okay, she turned it off. Hello? She turned it off. Just a second. Just a second. Your voice broke up just as you started to speak, so repeat again what you said.
14:00
Speaker 2
correct. Yes! there's a switch underneath for you can switch it off. [silence] underneath. Mm-hm. Yes. You can unplug as well the modem. I will let you know when to plug it back in.
14:00
Speaker 1
Okay. Unplug your modem. Yeah, I guess the big gray cable that comes into it. She disconnected that. Hello. She disconnected it. She has to leave it unplugged for an hour.
15:00
Speaker 2
Yes, sure. Unplug your modem. [silence] Yes. Yes, so, yeah, we need act-- to actually wait our for an hour. I'll let you know when to plug it back in. [silence] Not really an hour but five minutes will do. So, I mean, just for a minute. You can turn it back.
15:00
Speaker 1
with its being unplugged. Turn back on the modem. [silence] Don't plug it back, just turn it on that other little switch. Okay. Yeah, turn it's on the node. The modem was never touched. You wanted to turn off the modem itself? Hello? Do you want us to turn off the modem itself? It's disconnected. It's -- you, you need to wait until it's what? Completely rebooted. So that you have to turn off the modem and the node, but
16:00
Speaker 2
on now the modem only gelato modem yeah just the modem yes yeah once it's turned on you need to wait until is completely boot up before you turn on the linksys rebooted the modem
16:00
Speaker 1
Yeah. Yeah. You don't need to turn off the modem. The. The n. Oh. Don't argue about it. Just do what I'm asking you to do. Yes. Oh. Turn it off. I Should we turn it back on again? The modem? Yes. Yes. Hello. Should she turn back on the modem? I'm sorry. Not yet. Not yet. And then. Oh. We turn it off turn on. Just a second. You have to turn off the modem until all the lights are what turned off or turned on? [silence]
17:00
Speaker 2
Yes, as what I said. Not yet. Just the (mhm) once the modem is totally rebooted, you can turn on Linksys, okay? Once all the lights are lit up from the modem.
17:00
Speaker 1
Is it time to turn it on now? It's only been about two minutes. Go ahead, turn it on, the modem. The modem. Yeah. She turned on the modem. The node is still off. Should she turn on the node now or turn on the? Okay. Turn in, turn on the node and then make sure it's plugged in properly.
18:00
Speaker 2
turn on one. Yeah, you can. Now let's turn on both now. And just make sure that the Ethernet cable is plugged in properly, both ends modem, and linkages.
18:00
Speaker 1
Okay. What, what color is the node? Blinking, blinking, blinking blue. Okay. Then the node is blinking blue. Okay. You want it to settle down and be blue all the time, huh? [silence]
19:00
Speaker 2
Okay, and the node's light indicator will keep switching from solid blue through blinking red [silence] it's still rebooting [silence] we're looking forward to see a steady blue one. Yeah, that's uh the only light indicator which means it's working fine.
19:00
Speaker 1
I didn't understand what you said. Okay. Is it a solid blue or is it blinking? Still blinking blue. Still blinking blue, I believe. It's red now.
20:00
Speaker 2
Having a solid blue light, that only means it's working fine. Okay. Mm-hmm. All right.
20:00
Speaker 1
No, I think it's still red. Still red. It's still red. So you think you should turn on the TV to see if it works? TV doesn't work when it's red. [silence]
21:00
Speaker 2
Okay. If it's still solid red, then that means check the TV now if it's still connected to the internet.
21:00
Speaker 1
There those areas heard stats, Policy actions did my wife say it and said that this is happy in before. and the only thing that seemed to fix it is you had to send some kind of a signal from your computer or whatever you use to run that thing. And where does the signal gets sent? To your modem? To the modem here. How many internet cords does the modem have? one? Just one. we have we have to enter one big modem. And then we silence.
22:00
Speaker 2
Okay. Okay. The modem has how many Ethernet ports? Is it just one? Okay. So, yup. Mm-hmm.
22:00
Speaker 1
You have three nodes from your company? the one a one from the spectrum. is it still read? still red yes still read and
23:00
Speaker 2
Okay. And after that, the lead status there? Is it still red? Solid red? Yep.
23:00
Speaker 1
You turned the modem back on? and you plugged it into the node? And you turn the node the node on? Okay, so we've done everything that you've told us to do. But it's still red steadily. I'm sorry what? I can't understand what you're saying. I can't understand what you're saying. Yep.
24:00
Speaker 2
All right. Since right now we already like, yeah, up until now the node stays red even though we already tried the five press reset which is actually the easiest way to, or.
24:00
Speaker 1
Do we have what, please, wait a second, go slow? What, here's my wife. No, don't leave. Hello? Hello, ma ma. Do you have someone there that can speak English a little bit better? I'm sorry, but we don't understand what you're saying. You are in where are you? Can you connect us with someone in the United States? You don't have any technical support there because it is very.
25:00
Speaker 2
I'm to fix this one, but since it's still offline, do you have no need to have this one wired to others? What I mean is this main node, right... Yeah, sure, sure, sure. Do you have a computer that can be hard wired? Yes. Yeah. I... I see. Yeah, actually, oh, we don't have any technical support there. Yeah.
25:00
Speaker 1
Very, I... this has happened before, and this is not the way that they try to solve the problem, and we need to solve the problem, because we bought your equipment when they told us that your equipment was the best equipment, and it seems like it is breaking all the time, and we do not understand the way you speak. So I'm sorry, but can you get somebody else to route it to someone else? Okay, I'll call back. Thank you. Bye.
26:00
Speaker 2
[silence] Uh huh. Uh, yeah. For that one ma'am, um, I don't have any option here. I mean salesperson. Actually, uh, if you'll end this one, you'll be routed to someone. [silence] Yes, once you call back. Okay, you're welcome.
26:00