V2 Rubric Detail — 2c01b3b8-81f1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 15:07
Duration
35m 20s
Contact
715-523-9855
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137641
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall48.5% (-7.5)

V2 Grader Summary

The agent successfully resolved the customer's mesh network issue, but the troubleshooting was disorganized and contained critical technical inaccuracies (misrepresenting the 5-press reset and LED states). Communication was poor with long silences and lack of clear guidance, resulting in unnecessary customer effort. Ownership was maintained, but empathy and efficiency were lacking. Assessment 3's findings on technical accuracy are authoritative and confirm T2/T3 failures.

V1 Case Analysis

Customer had no internet; red LEDs on both Velop towers. Performed 5-press resets, moved secondary tower closer, confirmed Wi-Fi connectivity on phone.

Troubleshooting Steps
  • Performed 5-press reset on main tower
  • Reset secondary tower and moved it closer to main tower
  • Verified Wi-Fi connection on customer's phone
Key Observations
  • Agent provided inaccurate LED color information (described green instead of blue for online status per KB).
  • Instructions were confusing with long silences and repeated resets, reducing efficiency.
  • Agent did not verify WAN/modem connectivity or clearly differentiate between main and secondary towers during troubleshooting.
  • Customer required manual reconfiguration of additional devices (cameras, Roku) after resolution.
Positive Highlights
  • Collected serial number and customer contact information.
  • Persisted through multiple resets until connectivity was restored.
  • Guided the customer to locate the Wi-Fi password on the router label for device reconnection.
  • Correctly applied the 5-press method for Velop Intelligent Mesh models.
Agent Errors / Gaps
  • Provided incorrect LED color description (green instead of blue).
  • Did not verify WAN/modem connection or ISP authentication settings.
  • Did not clearly summarize steps or next actions at call end.
  • Instructions lacked clarity, causing customer confusion and prolonged troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'I’m good now... thank you so much' and verifies both towers are online with working Wi-Fi.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets and moved the second tower, but steps were confusing, incomplete and lacked systematic diagnostics (e.g., no WAN status check or admin UI use).
R3 Met Correct resolution path conf 90%
Agent chose to troubleshoot rather than dismiss the out-of-warranty device, attempting resets and placement adjustments instead of using warranty status as a reason to stop helping.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified red LED and no-internet symptom, asked which node was connected to the modem, but did not probe deeper into modem status or prior changes.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use the router admin interface (http://192.168.1.1) to verify internet status or settings — a critical tool available and necessary for accurate diagnosis.
T3 Not Met No misinformation conf 95%
Agent incorrectly instructed a 5-press reset as a standard fix and claimed solid green is normal; per KB, 5-press is an escalation method, not a reset, and healthy state is solid blue.
Communication
C1 Not Met Clear & professional language conf 90%
Call contained long silences, unclear framing, and the agent did not set a clear agenda or manage transitions effectively (e.g., 'I can't, I guess you can see that I'm not really, tech savvy').
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent terminology (green vs. blue), repeated unclear instructions, and failed to adapt to customer’s low technical level or confirm understanding (e.g., 'I don’t know if that’s going to work with a photograph').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed multiple troubleshooting steps, and never transferred the customer ('I’ll be able to help. Sure. Let me see what I can do').
O2 Partially Met Proactive follow-through conf 80%
Agent gave next-step instructions (move node, wait five minutes) but did not provide a concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to maintain ('This seems to be the first interaction').
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the eventual resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent showed some patience and reassurance ('It’s okay') but did not explicitly acknowledge customer frustration or repeated effort ('Oh gosh, I have no idea what to find out').
X2 Partially Met Tone & rapport conf 80%
Agent attempted to guide the customer through confusion and adjusted pacing slightly, though tone remained procedural and not fully empathetic.
X3 Not Met Overall experience conf 90%
Customer repeated actions (multiple resets), struggled to read password, and had to manually reconnect all devices due to avoidable reset.
Call Transcript64 turns · 67 lines
Speaker 1
Yes. Hi, I am having some issues with my internet and I just called the company, which is TDS and they we went through all the checkup and they tell me it's my router, which is apparently a Linksys and so that's why I'm calling you to figure out what is happening and if you could help me with that. Okay. Oh gosh, I have no idea what to find out. All the paper work here. Hang on.
00:00
Speaker 2
[silence] Welcome to Lynx's 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. your call on is at. My name's Sir Gerald. I'll be able to help. Sure. Let me see what I can do. Can you give me the serial number and model number of your router?
00:00
Speaker 1
I don't know. Of the bottom of the unit? Okay, let me just... Good lord. I had no idea this wasn't working. And um, oh there it is. Whoops. It's all hooked up here. Oh, God. Behind the huge cabinet so it might take a while. Okay, hang on a sec. I have to put a light on, uh the subject here. Um, Okay. Serial number Okay. Uh 20 or is it no, it's 20. J 20 M37A40858.
01:00
Speaker 2
[KEEP_UNCERTAIN] You can find it at the bottom of the unit itself. Interesting. [inaudible] Hmm.
01:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] Sorry? [silence] [silence] [silence] [silence] I can't understand. I'm sorry, that's a [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Oh, sorry. The one downstairs that's hooked up to the Nokia internet provider, and then one upstairs. And every time I turn it on, I try, you know, reset it and turn it off and turn it back on. There's red light. So, obviously the power is on, but there's no connection. And then another one on the, upstairs, oh, sorry. No service. They both have a red hand phone sign. [silence] [silence] OK Yuvonna Lewis L E W I S a I w o n a It's Yuvonna Lewis at gmail.com all lowercase.
02:00
Speaker 2
Okay, we'll figure out what to do, but let me create a ticket for you. Can you tell me your first name and last name? How to spell your last name? Okay. And your first name, I just want to make sure I got it correct. What is your email address? Got it. Which tower is connected to the TDS modem?
03:00
Speaker 1
I have no idea, one of them, um, okay. Which one I I don't know. Does it have a number on it? It does, yes, yes, it does, yes. Yes, it is. Yes. There is power on and then ethernet and they both hooked there. Hang on a second. Let me see if that one is loose. Maybe the ethernet is no, no, they all they both are connected, like I said, and it just constantly shows the red light.
04:00
Speaker 2
Which one is wired connected to the modem? the TDS modem? It doesn't have a number on it but uh the the one connected to the modem should have ethernet cable connected at the back or at the bottom of uh the two of them doesn't have ethernet cable connected to it? Or no just doesn't have...okay. I just
04:00
Speaker 1
Well, one of them, but I don't think that the one that I gave you that that reads um all the okay, there is a recovery key everything here, but it doesn't give me the number, so I don't know how to tell you which one it is. Yes. Well, the Ethernet cable is connected to the, um uh Nokia, um data one uh the um. [silence]
05:00
Speaker 2
I see so which one again connected to the TDS modem one that should be connected trace it because we can't do troubleshooting without knowing which one is the main tower I mean it's gonna be hard for us though at the bottom of the the tower um is cable right connected to it the other end of that cable where's that connected to?
05:00
Speaker 1
the router? From TDS? Yes. It, no, it's actually just connected to the uh, power point, to the, to the power, and they communicate it. Yeah Okay. Yeah okay. Yes. it's kind of a pinkish red yeah yeah I, I reset it, unplugged it and, and reset it and, unplugged it, and it's just, it will, show the blue light for a sp- second, when it starts, worming up uh, and then it goes right to the
06:00
Speaker 2
is that the router from TDS? so the the second tower, the second Linux tower that's also connected to the Nokia. uh... okay, now I understand. all right, the one that's connected to the Nokia, uh... the light is it more like a pink red or it's a red red? So I'm assuming you you reset that, right? already calling.
06:00
Speaker 1
Red light. It never comes green. Yes. Five times. Okay. Okay. Okay. So, one, two, whoops. Three. Four. Five. Okay. Still pink. Okay. It's turning yellow now. It's blinking yellow, yes.
07:00
Speaker 2
Got it, so let's try this. At the bottom of the main tower, there's is a restart button. press and release that five times. 1 second gap between press and releases. So it sounds like this: press, let go. right. Is it blinking yellow? Okay, Um let's wait. I'm going to set a timer for 3 minutes and [silence]
07:00
Speaker 1
Oh, gosh. Okay. Okay. Okay. Oh boy. I'm sorry. I can't, I guess you can see that I'm not really, tech savvy. Know how to turn those things on and off and, you know, see the red light and green light and I know it works or it doesn't. That's about it. Um. It's no, it's still blinking yellow. It's green now. Yay. It did turn. No, it's just green.
08:00
Speaker 2
All right. Yes. And expected light is solid green or blue. If encounter no problem, but if there's a problem, we'll need to do troubleshooting, like advanced troubleshooting. All right, it's okay. It got me in the line. I'll do like. Well, what's the line now? Blinking red? Okay. Not yet. My back to red and then back to red and green. Solid green. [silence]
08:00
Speaker 1
Yeah. Uh... it's not blinking, it's green. Yeah. Yep. Uh-huh. Oh, yes, I got it. Yes. Oh, oh my gosh, hang on. Uh... password. Okay. Um, actually, um... oh. Whew. Uh... think I'm gonna see it. [silence] Um,
09:00
Speaker 2
Okay. Well, that's- Hey, okay. Let's go to your phone settings, go to Wi-Fi settings and look for the It's got it. Okay. Tap that. Hit connect and then if it's asking you for a password, the password is located at the bottom of the unit. Really small. So, you might take a photo of that and then zoom in. Really small.
09:00
Speaker 1
Okay, I can't take a picture of it because it's too dark, hang on a second.again. See, I don't know if that's going to work with a. photograph. No, I might have to, just a second. Let's see if I can see that. Okay, let me see. No. Almost, would it be the D9, you think? If, because I can't, I can't. Okay. All right. Yeah, um, it's not showing very well, so I'm gonna have to just read it. Hang on a second. How did I turn off the um, the turned off the there we go. He's there with me. Yes, D9. Okay. Do you Okay. [silence]
10:00
Speaker 2
It could be d nine, yes. But I think the past was all lower case. [silence]
11:00
Speaker 1
okay, let's see, that's the one. connected yay! yes, yes it is okay um how do i do that? okay, so get android, settings, okay hang on a second connections, yup
12:00
Speaker 2
connected okay check if your phone is using a mobile data if that's using mobile data turn it off and make sure that it's only connected to Wi-Fi let's go is that I phone or Android I'm not too familiar with Android but um let's go to settings and go to I think that's network or connections [silence]
12:00
Speaker 1
Okay. No, just got the... in the... Oh, it's got... The fact that my watch is hooked up to it. Wi-Fi calling is off. I can... wanted to turn it on. Um, that's it. It doesn't show anything and it's... Yeah, sorry. Just says that velo set up that's all there is. Okay, let me just see if my camera that's my camera that's hooked up or not. No, no. Yeah, no, it's not. So, I don't have
13:00
Speaker 2
Okay. And what do you see from there? Do you see mobile data? cellular data? It's okay, if it's a right answer. It's okay. It's okay. All right. So, if that's really connected to the Wi-Fi, I think it is, but can you try to open a page or website? Anything. The random website will do. Facebook, Twitter. It's probably not because you'll have to connect them to their new Wi-Fi. Mm.
13:00
Speaker 1
[silence] It says, yeah, to the setup, but it's not connected to the regular Wi-Fi. [silence] I think the name of it was just my first name with capital IWONA. [silence] But I don't, I don't remember the password anymore. I mean, you know, I never had to use that. [silence] Hold on. [silence] Exactly. So what do I do now? [silence] [silence]
14:00
Speaker 2
That's why your phone since your phone is connected to the Wi-Fi. Those devices are not connected to the Wi-Fi. no no that's a regular Wi-Fi. If you mean the customized Wi-Fi name, we can customize it back to the original name as long as you remember the exact name, exact exact password. Like, um, if it's capital letters, do capital letters. If it's lower case, do lower case. Otherwise it won't work. But you remember everything, right? If you don't remember, it it doesn't make sense if we if we do something on it. Then gonna be a problem and because we we can't we can't do it if you don't remember it. So, what we gonna do? [silence]
14:00
Speaker 1
Okay. Okay. Okay. Okay. Will it change? I mean, that's the problem because I've got Smart TV with Roku on it and I don't remember any of the passwords. So do I have to reset all of it? Okay. Okay. All right. Oh my gosh. All right, so what about the upstairs tower? Okay.
15:00
Speaker 2
All the devices, I mean, the Wi-Fi is working. We just need to add the second tower and that should be working too after we add it. I can help you customize the Wi-Fi name to whatever you want the Wi-Fi name to be or you can keep it default and connect your devices like your cameras, your, um, television, your phones, your computer. You'll have to manually connect them because they don't recognize that Wi-Fi. The one that, I mean, the default Wi-Fi. I can help with that. So,
15:00
Speaker 1
[KEEP_UNCERTAIN] Chloe. Okay, I'm going, sorry, I had to call my dog because she's just all over here. Yeah. I'm going upstairs now to the tower. Okay, um, edit, right, right. It's got red light. Yeah. So do we have to go through all that again? Oh, okay. So I have to unplug it now. Okay, take it downstairs. All right. Oh, that's complicated. I didn't think that was going to be that bad.
16:00
Speaker 2
um, get that, move it closer toward the main tower is located. Plug it in next to it, or at least 3 feet, not more than 5 feet, though. Hmm. All you need to do is just to move it closer to where the main tower is located. Plug it in next to it, or at least 3 feet, not more than 5 feet, though.
16:00
Speaker 1
All right. Just a minute. Okay. Let me see if I can, okay. Not as simple as that, but hang on a second. Let me just, uh, plug this out. Oh, shoot. How far could it be? How far away? Next to, I can't really because I, I've got a power strip and everything is hooked up to it. And the nearest, uh, yikes. Okay, the nearest. Well, let's see if it works. I will just plug it. I think it's a little bit longer than five feet, but there is a bit of a cable with it, so maybe it'll work. Okay.
17:00
Speaker 2
no more than five feet you can you can plug it in next to it or three feet or. We can try.
17:00
Speaker 1
Alrighty, so let's see. I have plugged it in. Uh, blue color. It's about just a little bit over five feet. Okay, it doesn't have, it's got a glow light now. Okay. Alright, [silence] oh, it's still blue. Go away. [silence]
18:00
Speaker 2
Okay, that's fine. I guess. So when it shows the red light blinking or solid press the reset button of that, hold it down for 20 seconds. I do it when it's red. [silence]
18:00
Speaker 1
OK. Okay, now it's red. flashing. Okay, so 5 times again OK. got it. Oops. sorry my thing slipped off of it. let me start again. oh gosh, there is no light now. my thing slipped off of that reset button. so what do I do now? Start again or blue light? shoot.
19:00
Speaker 2
okay, you can reset that now oh no, just press and hold the reset button hold it down for 20 seconds mmm that's okay that's okay [silence]
19:00
Speaker 1
What could have happened to it that it just went off like that? You know, it's been working for years and then one day it wasn't. Yeah.
20:00
Speaker 2
Well, usually for no internet connection, it means modem is offline and drop the GPS or it turns into a red sign. But, man, what happened in your case was after it got online, you reset the modem. So unfortunately, all the settings were back to DE- default and you have to reconfigure like those we do.
20:00
Speaker 1
Okay. [silence] okay, [silence] all right, [silence] let me just start again, okay. [silence] 2 [silence] 3. Yeah, I'm holding it already, so I'm resetting it. [silence] 7, 8, 9 [silence] 19, 20. Okay. [silence] all right, that was 20. So we are back to blue light. Okay, [silence] that's not [silence] getting green. What the heck?
21:00
Speaker 2
router is also on right now. if you did not, reset the router, it should be solid green. hmm. What's the light now? okay.
21:00
Speaker 1
Still blinking. Yeah. Still blinking. So now if I lose internet, shouldn't touch the link, right? Just go for the for the internet. Okay, back to red. Yeah, yes, that kind of. Yeah do I. oh, sorry. Oh, go back to the main tower and set that one reset that? Again, sorry, I I didn't get that. I don't want to do it. I don't want to show them. Yeah, five times. Okay. Okay. Okay. Okay, ready? Okay. 1, 2, 3, 4, 5. okay.
22:00
Speaker 2
kind of pink red right? Or magenta. Okay, good. Do you remember the power press you did on the main node? Power press you did on the main node? Do it again. But still on the main node, the main tower. Uh not reset. Uh you're not doing reset. Just power press it. Like the reset button once again. When pressed to it again. and let's wait this way. So on the main node reset button, press and release that five times. One second gap between presses is yes. Five times. [silence]
23:00
Speaker 1
Still green light. And red on the other one. No, just steady red light. Now it's blinking.
24:00
Speaker 2
Blinking red, correct? Okay. All right. It's trying to communicate, so that's a good sign. I just need to wait three after five minutes and we'll see.
24:00
Speaker 1
still linking okay gosh not doing anything but blinking red yes yes Well, we'll have a hang on just check the main the main tower is still green take your news out of here yeah
25:00
Speaker 2
the the extender tower right Okay. I ah sorry.
25:00
Speaker 1
The other one is blinking red. That is maybe too far. Oh, it is green now. Thank goodness. Okay. Yes, it is. Yeah, let's just see. Okay, so we've got that.
26:00
Speaker 2
It's green now. OK, good.
26:00
Speaker 1
galop setup still stress connected. Oh turned red again. The second tower just turned red again. Oh now it's green. What is going on? Yeah it is green. Yeah. So is it upstairs. Okay. Alrighty. Alright I'll just take it. Okay oh gosh. Sorry about that that dog is just don't wanna get into mischief. Watch this.
27:00
Speaker 2
Okay, should be good now. You can move it back to where it was. It's gonna take five minutes for that to boot up by the way.
27:00
Speaker 1
All right, how did it? That's probably. That's ble - O. Okay. Yeah, still blue. Thank you. Okay. So I do have the develop set up
28:00
Speaker 2
Ou you can wait to people? OK.
29:00
Speaker 1
Let like, or do I have to do it? Okay. or now can we do a new one? So I don't have to go. Okay. I'm sorry? Yes, hang on a second. Let me just get that the other phone as well because I have an old phone as well, which is not in use, but I use it for Internet and for gaming. Yes, so I've got the internet.
30:00
Speaker 2
I know, you'll have to do it, but let me ask you a quick question. Do you want to keep it default or create a new Wi-Fi password? The default password is the one at the bottom of the unit, so if you forgot it, you can just easily look up the bottom of the unit. Sure, we can create a new one. if you have the Linksys app installed in your phone. Do you have the Linksys application installed in your phone? I do? Okay. Open it.
30:00
Speaker 1
what was that okay so that the one on my phone i can't click on it it says disconnected that's it the other one on the other phone says enter password no yeah that one but i can't click on it because it won't open it says yeah it's on but it doesn't doesn't allow me to enter password okay yeah okay hold on a second i do have a password there verify my identity all right yes yes that's the same one okay so
31:00
Speaker 2
Let's just use the... the the phone that's connected to the Wi-Fi right now.
31:00
Speaker 1
and just see if I can do it on the other. Then if that works. Yeah, I think it's connected. Yes. Let me see now if, if I am able. Yeah, my devices, my cameras are still off. So I have to do it manually. manually. To reconnect the the ring cameras. Oh gosh, that's going to be a another one. Oh my gosh.
32:00
Speaker 2
Yes, manually yes, correct. All of them.
32:00
Speaker 1
I'll have to probably call those guys up and see what, what's up with that. [silence] but I I do have a connection on on the other phones. [silence] So, let me see if I have a Facebook connection here. [silence] Yeah, seem to be, yeah, seem to be working. [silence] that phone and let's check that phone. [silence] Yes. All right, so, all gosh, so I'll have to set up the TV, Roku and and um the cameras. [silence] All right. [silence] You know, I know that, oh, yes, yes, I do remember the old password now. [silence] I remember it because it was so funny. [silence] It was one word slopy cello
33:00
Speaker 2
Correct. Unless you remember the old name in old, we can apply it to your Rd.
33:00
Speaker 1
514. And I get, you know what? No, let's just have what I have here. I can always go downstairs and look it up if I forget. So, yeah, let's. So then now the password that I have is the one taken from from the tower. That will be the password that I will have to apply to, to all my cameras and and and TV, right? Okay. Okay. So, okay. If that's that saying that then i'm good with that. I think I can do that. Yeah, let's check this one. Yes, it is. Yes, it is. All right. No, I'm good now. Thank you so much. My God, it took forever to do this.
34:00
Speaker 2
Do you want to try it? okay that is correct yes All right what about the second tower? Is that solid green now? Perfect. That's good deal. Do you have other questions?
34:00
Speaker 1
But you know I've been on the phone with um TDS we're trying to fix that problem and you know with you then hopefully it all works then but thank you so much for your help. You too, you too thank you bye bye.
35:00
Speaker 2
and cooperation with this. You have a good one. You take care. Thank you. Bye bye.
35:00