V2 Rubric Detail — 2dd1111c-802e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 09:18
Duration
7m 21s
Contact
+447429437610
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00111975
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping internet connection

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp3.93/5
Overall61.1% (-22.9)

V2 Grader Summary

The agent provided technically accurate advice regarding IP conflicts and SSID reuse, consistent with KB guidance, but failed to conduct any diagnostic troubleshooting or establish concrete next steps, resulting in an advisory rather than confirmed resolution. Communication was clear and owned but lacked empathy and structured follow-up.

V1 Case Analysis

Customer asked if switching to a Starlink router would require reprogramming all Velop nodes. Advised resetting the parent node and reconfiguring the mesh; using the same SSID/password may allow child nodes to reconnect automatically. Clarified IP address behavior in case of subnet conflicts with the new modem.

Troubleshooting Steps
  • Explained that a new modem requires resetting the parent Velop node and reconfiguring the mesh
  • Advised preserving the same SSID/password to allow automatic child-node reconnection
  • Clarified IP address behavior in case of subnet conflicts with the upstream device
Key Observations
  • Agent provided accurate technical guidance consistent with KB articles on mesh reconfiguration and IP assignment when introducing a new modem
  • No product model, serial number, or HappyFox case was collected despite standard protocol requirements
  • Customer accepted the explanation and ended the call satisfied
Positive Highlights
  • Accurate explanation of mesh reconfiguration requirements when introducing a new modem/router, aligning with KB guidance
  • Clear guidance on preserving SSID/password to minimize re-pairing effort
  • Professional and patient communication throughout the call
Agent Errors / Gaps
  • Did not ask for or record the Velop model number or serial number
  • Did not create or reference a HappyFox case number
  • Did not verify customer contact details beyond the email

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent explained reconfiguration may be needed with a new modem and advised keeping SSID/password consistent, but did not confirm resolution or verify current setup; outcome was advisory, not confirmed.
R2 Not Met Diagnostic thoroughness conf 95%
Agent gave generic advice without asking diagnostic questions (e.g., current parent node model, firmware, or Starlink bridge mode) or performing any troubleshooting steps; relied on assumptions rather than investigation.
R3 Met Correct resolution path conf 96%
Agent correctly identified that switching to a new modem may require reconfiguration and advised preserving SSID/password to maintain device connectivity, aligning with best-effort support for out-of-warranty or complex topology changes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (modem change affecting mesh) and described possible outcomes, but did not ask targeted questions (e.g., current parent node model, firmware, or whether Starlink is in bridge mode) to narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 87%
No tools (e.g., remote access, logs, or KB lookup) were used, but the scenario was conceptual (preemptive advice), so tool use was not strictly necessary; agent relied on knowledge, which was accurate but not validated against KB in real time.
T3 Met No misinformation conf 98%
Agent correctly stated that the parent node assigns IPs, that IP conflict detection can shift the LAN subnet (e.g., to 192.168.0.1), and that reusing SSID/password helps devices reconnect — all consistent with Linksys KB (universal_web_browser_setup.md, velop_router_setup.md).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent responded to customer questions but did not frame the interaction, set expectations, or guide transitions; call lacked structure beyond Q&A format.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, addressed customer as 'sir', and adapted to the formal tone; no jargon was used, and explanations were accessible.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction from start to finish, did not transfer, and addressed all customer questions without deflecting responsibility.
O2 Not Met Proactive follow-through conf 94%
No specific next steps (e.g., 'reset parent first, then check child nodes') or timeline were provided; call ended without follow-up plan or confirmation of understanding.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope and resolved conceptually.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite and professional but did not acknowledge the customer's effort in managing 10 nodes or express empathy for potential reconfiguration burden.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s formal, deliberate pace and used respectful address ('sir'), maintaining engagement throughout.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, did not require redundant information, and answered directly, minimizing customer effort.
Call Transcript14 turns · 15 lines
Speaker 1
Hi, yes. Good morning. I have a, I don't know if you want to look up my account. What you need my email address. It's e. Mike Oscar November Delta, Lima alpha November Echo at gmail.com. e.mond banks at gmail.com. Yeah. That's me.
00:00
Speaker 2
Welcome to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling linksys. This is Drudge. I can help you. Sure. Oh, my. Eduard. Doe Modline. Okay. All right. I'm speaking to advertise Modline. Okay.
00:00
Speaker 1
So, as you probably can see, I have, I've lost count now. Do I have, I think I have 10 access points. I have a mesh network with, um, with the, uh, Velop system. With, uh, I think I have 10, uh, nodes. Um, my current, uh, Internet provider is Vodafone. I'm in the UK. And I'd like to know if I switch over to a Starlink, um, router, that I'd plug, uh, the, uh, the, the parent, uh, Velop, um, into. Would I have to reprogram all of the other access points? [silence] So, so, so, so, so, it will have new, what, um, what? Does it change all the IP addresses, all the, Mm-hmm. Okay. Um, right. So, uh, so how do I, how do I, how do I do that? I, I have to reset the parents? Sorry. So, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so,
01:00
Speaker 2
Like pre-program the whole system, linksys device? If you have if you... Yes sir, if you will have a new modem then you will re-configure the whole system, the linksys system. Like starting from scratch sir. Yes, reset everything. Um like re- set uh... Sometimes sir, resetting the parent node and setting it up uh uh uh provide I mean re-naming the Wi-Fi and uh putting the same password that uh what you have before, um it will just reconnect the uh everything.
02:00
Speaker 1
Okay. So, but I shouldn't change the name of the Wi-Fi network though I should keep the same one.
03:00
Speaker 2
thing, like the all the child nodes, but sometimes there is a possibility that the child nodes will not reconnect. And the worst case is you will have to reset everything, all the child nodes, and then redo everything, so that they will reconnect. Yes, sir. Sometimes also, sir, there are there are cases that if when you have a new modem and connect the links is directly to the new modem, it will just go online right away. You won't have to do the reset and reconfiguration, like reprogramming your stem. But if in case, in the event that it will not reconnect, that's the time, there are issues. Let's troubleshoot again. Let's just reset again some other means to reset them and configure it again so that they will connect. Okay, sir.
03:00
Speaker 1
Mm-hmm. Okay. I understand. Right. Right. And the, for example, I have many cameras here that are connected to the different access points. Uh, when I set up the new actually, if I have to reset the access point, I'm gonna have to reconnect the cameras, correct? Of course. Mm, okay. Yes, to the access point.
04:00
Speaker 2
you will need reprogrammed the links. Yes sir. But the cameras are work or I mean connect to the network uh wirelessly right? Okay. Well in that case sir if in case that you will have to reprogram the links again uh what we suggest is to create the same wi-fi name exactly the same wi-fi name and password as what the camera is connect uh into the network and then you will also uh place the same network for the alternative link the second link uh so that uh it will not lose the connection [silence]
04:00
Speaker 1
The setting of the IP address on the parent node is done by the parent or is it done by the modem? No, no, no, no, no. I'm talking about the parent. The parent is connected via ethernet cable. It's not by Wi-Fi. Okay, not the modem. The modem is not the one that sets - uh huh. Okay. So,
05:00
Speaker 2
Yeah, so It's varied with the previous settings or from the previous name or network before the reset. So that the devices will just automatically reconnect. Most of the time it works it will work. Done by the parent, sir, because if the device is connected to Wi-Fi network on the Link sys. Yes, yes, the parent. Yes. Yes, because the parent here provide IP assign IP to the devices. So, it provide not the modem.
05:00
Speaker 1
Theoretically, I just unplug one modem and plug the other one in and the parent node should not change the IP address, correct?
06:00
Speaker 2
Well, it depends, sir, because if you will have a new modem, sir, which is a plane modem, then the parent node will have, let's say, a node that, I mean, the IP of 192.168.1.1. The only scenario, sir, in which the parent node will change its IP to 10s, is if the modem, sir, is a gateway or the modem has the same IP 192.168.1.1. Uh, our device, sir, the Linux system has the um as a feature, sir, that it will um change its IP automatically. If it detects that there is a gateway, which has a same IP, then the IP of the parent node will start from 192.168.0.1. and uh so on. [silence]But if you are using a plain modem, the, the, the IP will, will, um will be same. [silence]
06:00
Speaker 1
I understand. Okay. Thanks very much. Thank you. Bye-bye.
07:00
Speaker 2
It's default IP, which is 192.168.1.1 is the same with the modem. It is to make sure to avoid IP conflicts. You're welcome, sir. Thank you for your time as well, sir. If you will have a
07:00