V2 Rubric Detail — 32addc34-81fe-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:40
Duration
12m 47s
Contact
949-922-2774
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall70.8% (+12.8)

V2 Grader Summary

The agent restored temporary connectivity via WPS but failed to diagnose the root cause of red nodes and instability. Critical diagnostic steps like modem isolation were skipped, and the customer was steered toward replacement without full troubleshooting. While technically accurate in instructions and call-controlled, the resolution was incomplete and effort-heavy for the customer.

V1 Case Analysis

Customer reported no internet; all Velop nodes red. Power cycle performed; customer independently restored connectivity via WPS. Advised hardware upgrade due to age.

Troubleshooting Steps
  • Collected serial number
  • Guided power cycle of parent and child nodes
  • Suggested factory reset (not performed)
  • Customer independently used WPS to reconnect devices
Key Observations
  • Agent skipped critical WAN isolation step: did not instruct customer to test modem directly with a wired device to rule out ISP/modem issue
  • Agent did not collect product model number, which is required for accurate support and warranty determination
  • Connectivity was restored by customer initiative (WPS reconnection), not by agent-guided steps
  • Agent correctly identified older hardware limitations and suggested appropriate upgrade path
  • Agent provided clear power cycle instructions
Positive Highlights
  • Accurately collected serial number
  • Provided correct power cycle sequence: parent node first, wait for solid blue, then child nodes
  • Recognized older hardware limitations and suggested appropriate upgrade path
  • Maintained calm and supportive tone throughout the call
Agent Errors / Gaps
  • Skipped critical WAN isolation step: did not instruct customer to test modem directly with a wired device to rule out ISP/modem issue
  • Did not collect product model number, which is required for accurate support and warranty determination
  • Recommended factory reset without confirming it was necessary or after validating simpler fixes
  • Failed to guide or acknowledge the WPS fix when customer discovered it independently

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer states 'Oh, it's connected' after using WPS, but this is a temporary workaround, not a resolution of the underlying instability (nodes were red, app unresponsive, ongoing drops).
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested reboot and factory reset, but skipped critical diagnostic steps: no modem-direct test, no verification of WAN connection, and no investigation into why nodes went red.
R3 Partially Met Correct resolution path conf 85%
Agent correctly noted the device is outdated but prematurely defaulted to 'upgrade is best' without exhausting all troubleshooting (e.g., firmware check, ISP config, PPPoE).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red lights and connectivity drops but failed to apply the logical diagnostic process required by velop_wifi_connectivity.md Step 2 (Isolate the Source) and universal_isp_modem_diagnostics.md Step 1 (Test Connection Directly at Modem). Root cause was not determined.
T2 Partially Met Appropriate tools / resources used conf 90%
The agent relied solely on customer description and WPS. They skipped the use of the router's local web interface (http://192.168.1.1) to verify WAN status, which is a required tool for diagnosing 'no internet' or 'disconnected' states per velop_wifi_connectivity.md Step 4.
T3 Met No misinformation conf 95%
Instructions provided for the sequence reboot (parent first, then child) and the factory reset warning were technically accurate and consistent with velop_wifi_connectivity.md Step 3 and universal_factory_reset.md.
Communication
C1 Met Clear & professional language conf 90%
Agent collected serial number, guided through steps, maintained control, and closed appropriately after apparent resolution. Call flow was logical and structured.
C2 Met Confirmed understanding conf 85%
Agent used accessible language, avoided jargon, and confirmed understanding through questions. Adapted to customer’s pace and clarity needs (e.g., serial number readout).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting. No avoidance or evasion observed.
O2 Not Applicable Proactive follow-through conf 100%
Issue was treated as resolved during the call; no follow-up commitments or disconnect/callback promises were made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was handled at L1 with available tools.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not explicitly acknowledge customer frustration ('I'm having a lot of trouble'), repeated issues, or effort already expended. Empathy was transactional, not personalized.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady tone but did not adjust pacing or emotional resonance to match customer’s stress. Customer expressed confusion and repeated issues, but agent did not deepen engagement or validate experience.
X3 Partially Met Overall experience conf 85%
Customer had to repeat information (serial number), perform multiple manual steps (reboots, WPS), and troubleshoot across devices. Agent could have reduced effort by guiding to admin interface or running diagnostics.
Call Transcript16 turns · 19 lines
Speaker 1
welcome to listen. I am really just Oh my God, you don't know how excited I am that I didn't have to go through 15 prompts to get to you. Hi. I'm having trouble with my Internet. So, yesterday came back, woke up and my internet was not working at all. Um, I looked at my Spectrum modem and it was on, but all of the nodes, including the one directly connected to the modem was red. So, my son kind of monkeyed around and got all the nodes are blue, However,
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. Hi, thank you for calling Linksys. This is Troy. How can I help you today?
00:00
Speaker 1
sure we can't get on like my dad usually he can he's got like a little chip he can unplug and plug to get back on the internet and he's asking for like a network code which I've never seen I can't get on Netflix in my room and our phones are going on and off so I don't know what's happening but I just feel like I'm having a lot of trouble with this Linksys lately we do have a big house and we do have plaster walls so I know that affects sometimes the range but we've never had this much trouble I mean three including the one that's connected directly to the modem the main node let me go look sorry and then This is where I wonder too, my son, and I were talking about the color, but it's not at the main node right now is like an aqua blue. So it's not like that dark blue it normally is. Um, oh, and where do I find? Where do I find cereal? Remember the bottom. Can you read it for me? Because I can't see with these classes. I'm sorry. I'm going to have him read it because my eyes, even with the readers, I can't read it. It is. Hold on. Um, 2 0 Jay 20 M 3 5 A 0 2 4 2 4. Take that down, you might need it on your too. I'll say, I think the serial number's on there. I.
01:00
Speaker 2
Okay. [silence] May I have the serial number? I'll go clean this up real quick, please. Yeah, it's on the bottom. [silence] Thank you.
02:00
Speaker 1
Yeah, it's easy. Yeah, it constantly goes to 5G and we cannot connect some devices. Sorry. We could not get my TV to work and my dad can't get. That guy's just connecting that instead of asking for like a network code, which it's never done. I don't even know what that is. Well, you'll just have to put the password in on my TV all the time and it won't keep saying failed. They'll run. What did you send them? Exactly. Reset the network on my TV. Or even on, how do I do that? Uh-huh. Uh-huh.
04:00
Speaker 2
Okay. But you are still encountering some dropping or slow internet connection, right? Okay. [silence] Have you tried to like forget network on that device and reconnect again and input the password? [silence] [silence] Even if you like reset the network on the TV?
04:00
Speaker 1
Do you know, Owen? I mean, it makes me choose that network, like it doesn't, it's not like, let me see. So but still, why is my phone going on and off? So right now it's checking status, network status. It's not failed. So now it says network settings. When I click it, it says, how do you connect to the Internet? So I always click wireless, and then it tells me to select my network. So I select ours, and then I put in the password, but I don't see a place saying disconnect it. And the funny thing is, I have, I mean, I'm going to do it right now. But I have,
05:00
Speaker 2
hear us. The settings on your TV to reset the network, or to delete the whole network and then reconnect it again. Yes. Okay, so that means.
05:00
Speaker 1
right now three bars or two bars. And like, even my internet, like when I was on, for example, Instagram keeps stalling and stopping. So now it's checking wireless network connection. [silence]
06:00
Speaker 2
Okay. Have you tried to do like a sequence reboot on this router since you have three nodes? Um, try to... Um, unplug all of them or turn them off, and then you turn on the parent node first, wait for it to turn solid blue, and then you turn on the first child node that is closest to the parent node, wait for it to turn solid blue, and then you turn on the last node. [silence] Okay. Mm hmm. Yeah, that might be a better idea, sir, since this nodes that you have right now, it's no longer manufactured, so we don't have any available updates anymore that
06:00
Speaker 1
yeah I mean I know that our internet definitely is slow I just and I yeah it's yeah I know what you're saying I've just never had it ask like for a network it's like on my dad's it said the network has changed put in the network pass or not I didn't even say password code and I don't know what that means can I show you that yeah yes I did it didn't work
08:00
Speaker 2
Might not keep up with your modem also. So yeah, flowing or dropping of internet connection might be one of the reason or the since the old the router is outdated already. But you can try to do a full factory reset and reconfiguration, but that's not really a guarantee. Having an upgrade will be the best. Have you tried to use the password as the code?
08:00
Speaker 1
So if I'm gonna reset the whole thing, what does that mean? I don't know what that works. I would suggest casting an hour. Okay. cuz I know in the past sometimes well, when the red if I reconnect, like, I tell the app to forget a node and then I redo it, it works. But I don't know if that will help. Yeah, I mean literally, even getting on your app is like spinning and spinning and spinning. Like, I don't even have.
09:00
Speaker 2
It will disconnect. Yeah, it will disconnect all the settings or the devices. It will go back to factory default settings and you need to set it up again from scratch. Because, yeah, if you did a lot or most of the troubleshooting process to make this work and still use, still experiencing some problems, that's the last option that you need to do.
09:00
Speaker 1
I had to do it last time. Hang on. Turn on to use WPS to connect. Sorry. There's a WPS that last time got me on the internet. I bet that's what. What. Let me see if that works again. I might be able to do that with my dad, too. Sorry. I'm gonna have you wait one second. Okay, I'm using that WPS let's see if it works. Oh, it's connected. Okay, I got it. I, I remembered I did that last time. Let me see if I have to do it to my dad too. Okay, wait, so now you have two minutes to push the, on the device you're connecting. Alright, I did it, so it's already good. Okay, let me see if it, all right, so basically everything looks good on your end, really we just need to get a better network. I can do more updated. Okay, thank you. All right, bye bye. Bye.
11:00
Speaker 2
Okay. Okay. Alright. Okay. Uh-huh. Uh-huh. Uh-huh. Yes, ma'am. You're welcome, ma'am. Thank you for calling. Thank you. Bye.
12:00