V2 Rubric Detail — 355c2bc2-6a5a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 14:38
Duration
19m 12s
Contact
David Cen
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133743
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Inquiry_adding wired CN process
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-41.4)

V2 Grader Summary

The agent failed to provide required out-of-warranty best-effort support, incorrectly citing expired warranty as a reason to stop helping. While some troubleshooting was attempted (5-press, reboot), no resolution was achieved, promised follow-up was not delivered, and customer effort was high due to poor communication and lack of ownership.

V1 Case Analysis

Customer unable to bring main Velop node online; LEDs cycling red/pink/green/blue. Agent suggested 5-press reset and web access via 192.168.1.1/myrouter.local but incorrectly stated 'maroon.five.router.local' and claimed no account is needed for the Linksys app. Declared warranty expired; offered $15/hr paid support and promised email instructions. No model number captured. No fix confirmed.

Troubleshooting Steps
  • Instructed power-cycle of modem and router
  • Suggested 5-press reset method for the main node
  • Provided local web UI URLs (incorrectly included 'maroon.five.router.local')
  • Instructed customer to connect to default WiFi and use Linksys app (with inaccurate 'no account needed' claim)
Key Observations
  • Agent failed to collect or confirm the product model number — a critical protocol omission for troubleshooting a multi-node mesh system.
  • Agent provided an incorrect URL ('maroon.five.router.local') — a clear accuracy failure that could prevent customer access to the router interface.
  • Agent incorrectly stated that no account is needed for the Linksys app, contradicting KB guidance which requires account creation for full functionality.
  • Warranty status was declared without verification; agent did not perform a lookup or cite evidence.
  • Agent did not verify WAN connectivity at the modem before suggesting resets, violating diagnostic best practices.
  • Call contained ambiguous instructions and ended with only a promise of email instructions without validating any troubleshooting step.
Positive Highlights
  • Agent remained polite and attempted to guide the customer through basic reset and web-UI access.
  • Offered to send written instructions via email, providing a self-help path for the customer.
  • Correctly identified the need to power-cycle modem first, aligning with standard reboot sequence.
Agent Errors / Gaps
  • Provided incorrect URL: 'maroon.five.router.local' instead of 'myrouter.local' — a serious accuracy error.
  • Incorrectly stated that no account is needed for the Linksys app — contradicts KB and may mislead customer.
  • Failed to obtain and confirm product model number — a critical omission for model-specific guidance.
  • Declared warranty expired without performing a lookup or citing evidence.
  • Did not verify WAN connection directly at the modem before troubleshooting router.
  • Did not confirm firmware version or topology (e.g., mixed models) before advising 5-press method.
  • Gave ambiguous and unvalidated instructions, leading to no confirmed resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with agent stating they can no longer provide free technical help due to expired warranty, and no resolution was achieved — router still showing red light and customer unable to access interface.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested 5-press method and power cycle, which are relevant steps, but did not verify WAN connection, check for double NAT, or confirm physical setup (e.g., modem in bridge mode), skipping key diagnostic layers.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated that free technical help cannot be provided because the device is out of warranty, violating OOW policy requiring best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified LED states and attempted to guide through reset, but failed to establish a logical diagnostic sequence (e.g., no confirmation of modem status, ISP type, or WAN IP), and did not isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt remote session, check logs, or guide customer to inspect WAN settings; relied solely on verbal LED descriptions despite connectivity issue requiring data validation.
T3 Partially Met No misinformation conf 92%
Correctly advised that no cloud account is needed for local setup and referenced 5-press method appropriately, but incorrectly claimed no free support is available post-warranty, contradicting documented OOW policy.
Communication
C1 Not Met Clear & professional language conf 96%
Frequent silences, abrupt transitions, and lack of framing or closure; agent lost control by not managing expectations and ended call without confirming understanding or next steps.
C2 Not Met Confirmed understanding conf 94%
Used technical terms like 'five press' and LED colors without confirming customer comprehension; did not adapt language or check understanding after complex instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused further assistance due to warranty status instead of owning the case, and failed to send promised email instructions before disconnecting.
O2 Not Met Proactive follow-through conf 95%
No specific timeline given for follow-up email; ended call with vague commitment ('I can also send you the email') without confirming delivery time or ownership.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and the situation did not clearly require escalation (e.g., no confirmed hardware fault or engineering ticket needed).
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No expression of empathy or acknowledgment of customer’s effort; remained transactional throughout, even when customer expressed confusion and repeated issues.
X2 Not Met Tone & rapport conf 95%
Did not adjust pace or tone to customer’s confusion; continued giving instructions without checking comprehension, leading to repeated LED reporting and failed access attempts.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number multiple times, navigate unstable LED states, and perform unverified steps without agent-side validation, increasing effort unnecessarily.
Call Transcript34 turns · 37 lines
Speaker 1
Yes, hi, Joy. Good morning. My name is David. I'm calling from Renaissance Technical. How are you today? I'm great. Great, Joy, thank you. I'm glad you're having a great day. Joy, I'm setting up a router not today.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting, register.linksus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy, how can I help you today? I'm doing fairly. Thank you. How about you?
00:00
Speaker 1
[silence]
01:00
Speaker 2
Okay. Okay, I see. Just to verify sir. This is uh Mr. David Sten right? And your email is mus
01:00
Speaker 1
Correct. That is correct. Yes. Sure. Give me one second. Okay, it's 288 10, C 031 to six.
02:00
Speaker 2
Okay. Um, you have the serial number of one of your notes please? Okay, um, let me verify if I got it correct. That's two eight.
02:00
Speaker 1
correct. It is optimum. Yes. Sure. 2 8 hi. It's Harry. 10. C isn't. Charlie. 668. 031 26.
03:00
Speaker 2
7 h for Harry. 10 C for Charlie, 668 03126 correct> 4505 604 561. And who is your Internet service provider? Optimum. Okay. Can you repeat again the serial number for the last time? Because I cannot see it and record it. Again, the six. Okay, got it.
03:00
Speaker 1
In total, uh, about seven nodes. Um, this belongs to the client. Uh, it's one of my clients. We're a technical company, so I don't know exactly when they purchased it, but he told me some of the units are relatively new and some are old. Yes. Correct.
04:00
Speaker 2
How many nodes do you have in total for this system? Seven nodes. And when did you purchase this one? Okay. I see. Regarding this firmware update, it's no longer compatible with our Linksys app in terms of setting up and also adding child nodes. But we have different methods on how to set it up using the five press or the web browser. So for the five press, that would be much easier, and then you can just use the Linksys app if you wanted to rename your system. Bye.
04:00
Speaker 1
now I only have access to the web browser. [silence] No, they're they're spread out throughout the house, but right now I just need to get the main unit working so then I can work with the child nodes. [silence] Right now it looks like a blue a steady blue, it's pulsing. No, it's it's pulsing, pulsing blue.
05:00
Speaker 2
Yeah, you can also use the web browser. Um, where are your notes located right now? Are they on the same room? Hmm. Okay, I see. Um, what's the LED light of the main unit right now? Oh. Solid blue? Pulsing blue, okay. I'll just wait for that one to reboot. Then let me know if it will turn to pink or it will turn to solid red or blinking red. So you can just use the five press method to set it up easily like by pressing the reset button for five seconds.
05:00
Speaker 1
Okay. Right now. Okay, so right now I'm connected to the ethernet port to my computer. Okay, so right now I have a steady red light. Yeah, it's like a pink like a hot pink. Okay, now it's flashing. It's flashing red. Okay, now I can see the okay the router password. Now I can see it here. [silence]
06:00
Speaker 2
that button five times. But you will use the default name and password that's at the bottom of that main router to connect to the internet, and then you can visit the website or the app to change the name or the password. Mhm. Okay, I see. Okay. Um, is it red or like hot pink color? Did you reset this one? Okay. Can you, like, press the reset button five times?
06:00
Speaker 1
Yes, correct. Correct. Okay, righty. Okay. Now now now it's flashing yellow. I don't have the internet connected. I'm going to connect it now. Okay, now I connected the internet to the Wi-Fi to the power.
07:00
Speaker 2
your computer is hardwired directly to the router right to the main node so just wait for that one to process then let me know if it will turn to solid blue so that you can check if you have internet connection or if the internet is working fine on your computer then um I'll let you know the website. Okay or you can also use the Wi-Fi if you want. Yes to check its connectivity. [silence]
07:00
Speaker 1
Okay. Now I have a green light. Now it's turn blue. Yeah, no, now it's turn blue again. Now it's blinking yellow. Now it's a, now it's a red. [silence] And now it's green. Yes. Do you want me to disconnect that one? Okay. Now it's going back to red. Now, joy, one question. The modem, the modem that's here.
08:00
Speaker 2
Solid green? Okay. Is it blinking or solid? Okay. Just wait for that one to settle. The ethernet, the ethernet cable is connected to it, right? from the modem. Uh that it's still solid green. Oh, no. Just leave it connected. [silence]
08:00
Speaker 1
it's a combination router, modem combo. Which I think that may be causing a conflict because the modem also has a one 92 one 68 dot one. [silence] Okay, give me one second. So I got internet for a little bit and then it disconnected again. [silence] right now it's red. Give me one second. OK, so I'll turn off the modem. OK, turn the modem on and off. Now, Joy, my question is, for the fifth press, do I need to create an account on the app?
09:00
Speaker 2
Solid red there for a about let me a meanwhile to can both the modem and the main router and then after 10 seconds you turn on the modem first wait for it to go offline before you turn on the router.
10:00
Speaker 1
Okay, so if I download the links app. [silence] Download the links. You can snow. App. Locally okay. Locally. Okay. I understand. Okay. Let me just download the app. She's saying it's easier to use the app. Correct.
11:00
Speaker 2
You can still use the linking system app and also on the web interface, no account needed. Doctor calls it cancer but didn't take note on that one, as I'm at them.
11:00
Speaker 1
I now it's flashing red. I do K give me one second. If you can just tell me just as a courtesy just a five step process s how to connect it to the app. That's all I would need.
13:00
Speaker 2
Okay. And by the way, for tracking here on my end for this unit, it's no longer under warranty. The warranty expired last November 13th, 2021, so we can no longer provide free technical help. However, you can purchase our paid service that's $15 for an hour. But if not, I can also send you an email for step-by-step instructions for the setup process.
13:00
Speaker 1
Well, right now I have a green on the road, there's a green light.
14:00
Speaker 2
Yeah for that one sure and try is that your node will still have a blinking red color try the reboot, sequence reboot first so that the modem will register the router since we already set it up using the five press method and once it will turn solid blue check the internet using wifi or a wired connection and you can visit the website my router. local to change your name and password or you log into the links app. What step are you right now on the links app? If it's solid green try to check if it's working or
14:00
Speaker 1
Yeah, what the on the app, it tells me it's getting connected.
15:00
Speaker 2
Okay, make sure your phone is connected to the network name of the router, the default name, which is to develop setup, and use the password that's at the bottom so that the app will recognize your main router.
15:00
Speaker 1
So, John, I have to connect to the wi-fi first from this router? Yeah. Okay, give me one second. Alright great. [silence]
16:00
Speaker 2
Yes, the network name is a router that you can see at the bottom.
16:00
Speaker 1
One minute, I'm gonna connect to it. Okay, now I'm connected to it.
17:00
Speaker 2
alright try to check if the internet is working fine then you can log in using the Linksys app [silence]
17:00
Speaker 1
Let's see. If we couldn't find your router, and if I go to the 192.168.1.1, it still doesn't connect. What's the other page to access the router, apart from the 192.168.1.1? Myrouter.local. Okay, let me see.
18:00
Speaker 2
Maroon. five. router.local. hmm. yes. all right, sir. you're all good with that? i can also send you the email and instructions instead cuz I can longer hold you longer on the phone thanks it's out of warranty
18:00