V2 Rubric Detail — 2d70b3a0-68e9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:36
Duration
8m 51s
Contact
Norma Shaw
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133461
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.2/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall62.8% (-21.2)

V2 Grader Summary

The issue was resolved when the customer changed the Ethernet port and reported the light stabilized and system worked. While the agent applied a plausible fix and retained ownership, key diagnostic steps like modem-direct testing and accurate LED interpretation per model were omitted, reducing confidence in the technical thoroughness. No escalation was needed, and the customer closed the call satisfied.

V1 Case Analysis

Blinking red LED on VLP01 main unit resolved by changing Ethernet port and power-cycling. Customer confirmed device appeared operational.

Troubleshooting Steps
  • Collected model (VLP01) and serial number (26D16901256).
  • Diagnosed blinking red LED as potential Ethernet port/cable issue.
  • Instructed customer to change Ethernet port and power-cycle the unit.
Key Observations
  • Agent correctly associated blinking red LED with Ethernet connection/port issues (KB-aligned).
  • Technical advice (changing ports + power-cycle) was accurate and resolved the symptom.
  • Call ended abruptly without explicit verification of internet connectivity or device status.
Positive Highlights
  • Accurate diagnosis of blinking red LED symptom as Ethernet port/cable issue.
  • Correct troubleshooting step provided: changing Ethernet port and power-cycling.
  • Efficient handling – avoided unnecessary resets, app pivots, or prolonged troubleshooting loops.
  • No misinformation or incorrect URLs provided – technical accuracy was strong.
Agent Errors / Gaps
  • Minimal empathy – no acknowledgment of customer frustration with the blinking red LED.
  • Did not verify internet connectivity or device status after LED changed (e.g., no test of connected devices or dashboard access).
  • Ended call without a clear recap, next steps, or guidance for recurrence.
  • Poor call control: long silences ([01:00], [02:00], [07:00]) and customer had to guide the conversation at times.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer stated: '...it seems like it's working...' after changing the Ethernet port and observing the light turn steady blue/green, indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about blinking red and suggested reseating the cable, but did not verify modem status, test with direct connection, or confirm WAN settings — skipped foundational steps per universal_escalation_guide.md.
R3 Partially Met Correct resolution path conf 80%
Agent offered a plausible fix (port swap), but did not confirm device model compatibility, check for firmware issues, or determine if the issue was upstream (ISP/modem), which is required before concluding.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified blinking red light but did not systematically isolate source (e.g., test modem, verify cable type, check for PPPoE) — jumped to port/cable conclusion without full diagnostic sequence.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not direct customer to test internet at modem via Ethernet (per Step 2 in velop_wifi_connectivity.md), a required tool for isolating upstream vs. router issues — omission affects diagnostic validity.
T3 Partially Met No misinformation conf 75%
Agent said blinking red means 'port is faulty or cable not detected' — but per led_mesh_system_identifier.md, VLP01 is Intelligent Mesh with solid red = error, blinking red not documented; interpretation may be inaccurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent asked questions and gave a fix, but had multiple long silences, no clear framing, and abrupt transitions; lost control during customer confusion about system setup.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding when customer expressed confusion about 'main tower' vs. 'plugins'; did not adapt to customer’s conceptual misunderstanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and stayed on call until customer indicated resolution.
O2 Partially Met Proactive follow-through conf 75%
Agent provided a next step (change port) but did not confirm resolution methodically, set expectations for follow-up, or offer further support path if issue recurred.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and thanked customer, but did not acknowledge frustration or difficulty, nor express empathy for the troubleshooting burden.
X2 Partially Met Tone & rapport conf 80%
Agent maintained tone but did not adjust pace or clarity despite customer’s fragmented speech and confusion about system components.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used provided model/serial, and gave a direct fix without adding steps.
Call Transcript13 turns · 15 lines
Speaker 2
Welcome to Linksys. 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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on the issue.
00:00
Speaker 1
Hello. Hi Gerald, this is Norma. I am calling because my Linksys um does not have a glowing um, it has a uh a red light that is going in and out and I need some assistance with technical. Okay, serial is
01:00
Speaker 2
[silence] Hello, can you help me with an i i i i My name is Gerald again out. Hello again out. [silence] All right, one second. What is the serial number and model number of your sensors? [silence]
01:00
Speaker 1
OK, that's kinda tiny so give me one second, let me take a picture of it and then blow it up. All right, serial number is 26D is in Delta 16901256. Model is V is in Victor, L is in the Lima, P is in Papa, 01. My first name is Norma. My last name is Shaw, SW. [silence]
02:00
Speaker 2
And the mother number? Yes. What is your first name and last name so I can create a record for you? All right. And what's your email address? Wait a minute, so, um, okay. the email Yeah, please, one more time. [silence] Got it. hi thank you so who is your internet provider any troubleshooting that you have done prior to calling
02:00
Speaker 1
[KEEP_UNCERTAIN] Right now. Right now it is a blinking red. Say that again. Oh I just have the one tower and then I have one two uh plugins? Okay so the the plugging okay Which one would you say? No I was just gonna ask cuz um I thought that like this one box that I have I thought this was like the main one and then the ones in the plug-ins i thought those were like the connectors or something what how how is it what is it Cuz you said three.
05:00
Speaker 2
what is the light is it this all a red or a blinking red right now is that how many links to the router do you have total uh... how many links is really do you have been total three OK no one did that I
05:00
Speaker 1
mhm yes yes yes yes [ silence ] mhm let's do that so I have I have only one blue cord from the modem directly in here but I have two ethernet slots so I'll change the ethernet slot and see if
06:00
Speaker 2
Well, I mean and I I'm expecting a mesh router, so I think main one is the main tower and uh two other are extenders, so it's a mesh router. I'm not sure, but you can correct me. so so the the one that's blinking, that's the main tower, the one the one connected to your spectrum modem, is that right? so if it's blinking red, it's either it did not connect, I mean detect the cable or the port is faulty. the ethernet port is faulty or it's plugged into a different port. did you unplug the cable connected to the main tower? did you unplug that? did you attempt to disconnect the cable, plug it back in?
06:00
Speaker 1
That helps. But it just has the white power cord plugged in and then the one blue Ethernet cable plugged in. Okay. It's turning blue and blinking. Okay. Now it turned green. Oh, oh. Okay. Okay. Now it's, it's like it's a blue green color that's, uh, it's staying steady now. I think I just needed to change, um, which port the Ethernet cable was in. Okay. Alexa, can you hear me? I don't know if I'm blinking different now. Okay. I'll be [ silence]
07:00
Speaker 2
Now, what happened? [silence] Uh, let's see the network. Right. [silence]
07:00
Speaker 1
I'll deal with that later okay um okay well it looks like it's um well maybe that's all I needed to do was just change the um Ethernet cord okay um it seems like it's working yeah yeah so perfect um if I need some assistance I'll call back but I'll try and troubleshoot before I do no you've been a great help thank you so much you too bye yeah
08:00
Speaker 2
you know that working all right cool oh yeah I guess that's it right all right cool yeah other questions all right you take care and bye for now thank you so much
08:00