V2 Rubric Detail — 3e0c36ac-81e0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:05
Duration
27m 1s
Contact
803-883-8987
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137622
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.1% (+28.1)

V2 Grader Summary

The agent achieved partial restoration of mesh network functionality (solid node lights, WiFi connection) but failed to verify internet connectivity using required tools (T2) and provided technically incorrect 5-press instructions (T3). Ownership was maintained with ticket issuance, but next steps lacked callback contingency. Communication was generally adequate but missed empathy opportunities during customer distress.

V1 Case Analysis

Customer reported no internet; WHW01 mesh nodes offline. Agent incorrectly used 5-press method (not supported on WHW01), failed to verify WAN/modem connection, and left issue unresolved with nodes blinking red. Ticket #1376722.

Troubleshooting Steps
  • Collected customer name, phone, serial, and model number (WHW01).
  • Instructed power cycling of all nodes.
  • Guided customer to reset each node using reset button.
  • Incorrectly advised 5-press reset on parent node (not supported on WHW01).
  • Instructed to observe LED states without verifying WAN/modem connection.
Key Observations
  • Agent used 5-press method on WHW01 at [12:00], which is not supported — WHW01 uses the Pair button (per KB: universal_5press_models.md).
  • No verification of modem status, WAN cable, or ISP connectivity was performed despite the core issue being no internet.
  • Agent misinterpreted blinking red LED ([25:00]) as normal reconnecting behavior when it indicates a hardware or connection error (per KB: velop_wifi_connectivity.md).
  • Communication was fragmented with unclear instructions, long silences, and customer interruptions due to a crying child.
  • No valid resolution or escalation path provided despite clear failure of resolution attempts.
Positive Highlights
  • Correctly collected the model number (WHW01) and serial number (25F10M39902454) from the customer.
  • Created a ticket number (1376722) for case tracking.
  • Attempted initial power cycling and node resets when appropriate.
Agent Errors / Gaps
  • Used the 5-press pairing method on a WHW01, which is not supported — correct method is the Pair button (per KB: universal_5press_models.md).
  • Failed to verify the WAN/internet connection or modem status at any point during the call.
  • Misidentified blinking red LED as a normal state when it indicates an error condition (per KB: velop_wifi_connectivity.md).
  • Did not follow the standard troubleshooting flow: skipped modem test and went straight to node resets.
  • Gave ambiguous and incorrect guidance on node pairing and LED interpretation, leading to unresolved issue.
  • Did not escalate or provide a valid next step despite clear failure of resolution attempts.
  • Poor call control with excessive silences and failure to manage customer confusion/interruptions.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent guided customer to solid blue/green nodes and WiFi connection, but internet functionality was not verified (no browsing test or speed check).
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed node resets and 5-press pairing (relevant steps), but skipped critical WAN/modem verification and internet connectivity testing.
R3 Partially Met Correct resolution path conf 82%
Proceeded with best-effort troubleshooting appropriate for mesh setup without dismissing customer, but warranty status was never confirmed and escalation path was not evaluated.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptoms (nodes not working) and attempted resolution via resets/re-pairing, but did not diagnose root cause (e.g., WAN connection, ISP issue) or ask about modem status.
T2 Not Met Appropriate tools / resources used conf 95%
No tools such as router web interface (http://myrouter.local), speed test, or WAN status check were used despite being necessary to confirm internet connectivity.
T3 Not Met No misinformation conf 98%
Incorrectly instructed 'press release the reset button five times for five seconds,' conflating the 5-press method with holding the button; correct procedure is five quick presses within ~3 seconds.
Communication
C1 Partially Met Clear & professional language conf 87%
Maintained basic call control and guided steps, but framing was weak, transitions unclear, and long silences occurred (e.g., during customer distress about crying child).
C2 Partially Met Confirmed understanding conf 84%
Used simple terms and repeated instructions, but failed to confirm understanding when customer expressed confusion (e.g., 'Click it five times or what?') and repeated 'press release' verbatim without adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Stayed on call, guided customer through entire reset/re-pairing process, issued ticket #1376722, and remained engaged until end despite unresolved issues.
O2 Partially Met Proactive follow-through conf 86%
Set next steps (wait 3-5 minutes for nodes) and provided ticket number, but did not offer callback or follow-up plan if issues persisted.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted, as agent was actively working through standard mesh recovery procedure.
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 85%
Expressed appreciation for patience at end ('thank you for your time and patience'), but did not acknowledge frustration earlier when customer was overwhelmed ('my trial will not stop crying').
X2 Partially Met Tone & rapport conf 83%
Continued at steady pace and repeated instructions, but did not adjust tone or simplify language when customer struggled, missing opportunities to re-engage.
X3 Partially Met Overall experience conf 84%
Avoided re-asking some information and guided through process, but required multiple resets/repetitions (e.g., explaining 5-press method multiple times), increasing customer effort.
Call Transcript46 turns · 48 lines
Speaker 1
oh, hey there. I'm calling because my internet is not working. I already called my internet provider and they said that after some troubleshooting, it looks like it could be a problem with my router. And so to call you guys and see if we can figure out the issue with that. Yeah. Yes. Uh, Taylor Lockery.
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 Regina, how can I help you today? [silence] So, I totally understand your concern all about ma'am, but is this your first time calling us for support? And are you calling from United States? May I know your first name and last name? [silence]
00:00
Speaker 1
TA-Y-L-O-R, last name is spelled L-O-U-G-H-R-Y, T-A-Y-L-O-R L-O-U-G-H-R-Y yes it's 803-883-8987 Can we just get that? I don't want it I'm kind of in a pickle right now I don't know. I don't know. I don't know. if there's one
01:00
Speaker 2
[KEEP_UNCERTAIN] Can you spell it for me? Okay. So your first name spells P-A-Y-L-E-R. [silence] Last name? Lone react it. [silence] Is your call back number just in case this call disconnect in the middle of troubleshooting. [silence] English. [silence] And how many [silence] And how many layersave you have? [silence] Taylor. [silence] One layersave.
01:00
Speaker 1
There's one, there's a couple, uh, there's one main one, I think, and there's a couple throughout the house. Yep. No, I don't know. There's one that's the main one that's attached to the, I have the the router from spectrum and I think the modem. I don't know the difference, but I have the little Linksys. Yes, I I have a couple Linksys towers in the house. I don't know what what Yeah. Yeah, hold on. [silence]
02:00
Speaker 2
linksys is just linksys router so how many links is router do you have in total? linksys there's only one okay can we provide the serial number of the main router from linksys
02:00
Speaker 1
It is two five F one zero m three nine nine zero two four five four. Yeah. Yeah. That's what it looks like.
03:00
Speaker 2
let's see five sír for Frank one zero N four Michael three nine nine zero two four five for and the model number of your linksys devices are all W H W zero one let's try to look underneath or at the bottom of the router
03:00
Speaker 1
Yeah, it is pink.
04:00
Speaker 2
Is it WD-01 again? What is the light indicator of that router? OK, so may I ask, did you attempt to reset the router before contacting us for support? Um, have you tried power-cycling your router?
04:00
Speaker 1
[silence] Um, I don't know, maybe three or four. They're uh they're all plugged into the walls to other places. [silence] Okay, hold on.
05:00
Speaker 2
And to assist you further Taylor, let me just confirm how many links these nodes, routers you have in total because we're trying to set up the parent node. Okay. Can we grab them closer to the parent node for the setup process? Yeah. I don't really apologize, Taylor, but since the router was reset back to its default, all the devices connected to it was disconnected and we really need to set up your link to smesh devices again and for the setup process, it's really recommended to place them same room on the parent node.
05:00
Speaker 1
Okay, so I have three and I'm gonna plug them all in in the same area. Okay. Okay, so I just plugged them all in. Yep, they're just like that. [silence]
07:00
Speaker 2
Okay. What the parent node is? Okay. Can you please move them about one foot or two feet apart from each other and also from the parent node. And if you can make it tailor, then they plug them directly to the wall outlet. So let's just wait for all the devices to [silence]
07:00
Speaker 1
Spectrum. [silence] oh. [silence] Huh Huh. [silence] Okay. [silence] Um, one of them is blinking blue. [silence] And the other one is also blinking blue? Can [silence] the main one's pink. [silence] Okay. So just,
08:00
Speaker 2
[silence] I'm fully booted up and while waiting, may I ask, who is your internet service provider? [silence] Charmin. [silurance] The parent node is solid purple. [silence] [silence] God, [silence] first try resetting the other two nodes. [silence] Press and hold the reset button. [silence] It has already reset. You need to also reset the other two nodes. [silence] Press and hold the reset button.
08:00
Speaker 1
Uh, uh uh, uh-huh uh uh, well, uh, one of them, one of them's already blinking red and I haven't done anything. Okay. So hold down the reset buttons on both of them and then what? Okay, okay. Um, I'm still holding it down. The light's blinking and everything. Now nothing's everything's off. Wait, hold on, they're turning blue. Okay, they just they both turned blue. All right, that.
09:00
Speaker 2
and make sure the light blinks red, then it goes off and turns to solid blue. it's okay, because they totally disconnected from the main router, that's why they keep on blinking red. and make sure the light blink red, then goes off, turn to solid blue. so when it turn to solid blue, that's that time that you're going to release the reset button. okay, let's go let's go and wait for the light to change solid purple, Taylor it will take two,
09:00
Speaker 1
All right, okay. Uhm, where [silence] Okay, Okay, you pink so I'll say that one more time. Click it, sorry, five times for five seconds. What do you mean? Click it five times or what
10:00
Speaker 2
OK. So what are the light indicator of your nodes Taylor? So there are OK. good that's good they're ready for setup. Now go to the parent node the main router then press release the reset button five times for five seconds. press release the reset button of the main router five times for five seconds. Yeah press release press release it seems like you're going to click the reset button. Press release press release.
12:00
Speaker 1
Okay, so five times, got it. One, two, three, four, five. Okay, now it's turning white. Watch, blinking, blinking, blinking white. Yeah. Do what then? Okay, others are still just pink right now. And then the main one is blinking white.
13:00
Speaker 2
Release press release press release press release. blinking Okay, keep observing it, and wait three up to five minutes for the set up process. So observe also the light indicator of the child mode if they start blinking, okay? Observe the light indicator of the child nodes if they start blinking.
13:00
Speaker 1
Okay, the main one is blue and then the other two are still pink. Okay, one of the pink ones is blinking. Am I supposed to do anything since it's blinking?
14:00
Speaker 2
I guess I just keep on observing it. No need.
14:00
Speaker 1
yes. [silence] one of them is blinking red and the other one is blinking red. I can't tell if it's red or pink but [silence] sure they're blinking. [silence]
15:00
Speaker 2
Okay, so the parent node is solid blue. How about the child nodes? Okay, so keep an, it's okay. As long as they're blinking, it means it's setting up. So just observe them and wait for the light to turn solid blue.
15:00
Speaker 1
All right. [silence] Okay one of them turned blue. The other one's still blinking. Okay.
16:00
Speaker 2
I guess let's just wait for the last node.
16:00
Speaker 1
Okay so the other one just turned green and is really Sorry, what? Hold on, just give me one second. My trial will not stop crying, I can't hear a word you're saying. Just give me one second. Okay, so what did you say again? Sorry. You said something about the parent one. Hold on, I'm sorry. [silence] Okay.
17:00
Speaker 2
Okay, using your phone or a device in your hand, connect to the Wi-Fi name and password labeled on the bottom of the parent node. Okay. [silence] Yes, so since the parent node was reset, connect to it again using the same Wi-Fi name andpassword.
18:00
Speaker 1
Okay. What does that mean? I don't know how to do that. Sorry, what did you say? Oh, my God. Okay.
19:00
Speaker 2
[DOWNWEIGHT] - the, the, we, so, so, so, so, okay, Ta, device, hey, whoo, so, w, and here's the w, permission, w, and so, what, so, and, I'm going to, few minutes ago I wrote, the, okay, so, oh, so, okay, you pressed the insert button, it's okay, that's okay, maybe later I'll do that, I don't know, so, if this is a factory or, oh, oh, oh, I don't want, okay, I will, I will, I have, I have that voice command you didn't, I do, I do everything, hmm, okay, I see, hmm, hmm, hmm, streaming, hmm, okay, okay, so now, if so, now I'm going to completely reset it, even if, all your links have been broken from other devices, I wish I could see the other speakers at home, to connect other speakers, we are using these credentials, then you look at the back, your wifi name starts with underscore Lop setup, and below that, the, the, the speaker and the wifi password is also written, then back, the, then your phone should be connected to the wifi, switch your phone, turn it on wifi setting, check your available, repeat.
19:00
Speaker 1
[silence] Okay. [silence] Okay. [silence] Got it. And then the password [silence] Yes, [silence] Okay. [silence] I just took you to the password. How do I know if it worked?
20:00
Speaker 2
Then select the WiFi name of the parent node on the bottom.
20:00
Speaker 1
Okay. So on the top of my phone it says I'm connected to WiFi now. Um, does that mean I just have to like change the? I think so. Is this-- Yeah. Yeah. Yeah. Uh-huh. Check and see what? Okay. Yeah, it looks like it. Okay. No. Or good with the way it is. Yeah. No. No. Yeah. Yeah. Yeah. No. Inside.
21:00
Speaker 2
are you connected? yeah, but are you connected to underscore velop setup? what is your wifi name? okay let's check let's check if you can browse. you can browse. you can search. you can access the internet. and would you like to change your wifi name and wifi password as it was? so, you'd prefer to use the wifi name and password that's labeled on the speaker at the bottom of the parent notes. okay. so, for the meantime, you can use that one, Taylor, but if you're planning to change that, just feel free to call us back. now, you may now proceed to
21:00
Speaker 1
Say that again? What about the child node? Replicate them? Relocate. OK. Does it matter if I just unplug them from where they are? Will that change anything? Can you guys get out of here? Uh-huh. OK. OK. Let me do that.
22:00
Speaker 2
relo relocate the child node relocate the child node relocate them back to the place relocate move them it does and change and then thing all you need is do is to unplugged move them to the place as they used to be then weight three up to five minutes for them to change to solid green or solid blue again
22:00
Speaker 1
okay. So I just put one of them back and plug it in. So now I go to put the other one back, okay. So I just put the other one back and plug and plugs it in. And now you said wait 3 to 5 minutes until. Okay. And then they should just it should just work.
23:00
Speaker 2
okay yeah of course you need to do nothing Kayler just keep observing them
23:00
Speaker 1
Okay, And then if I want to connect to my TV I just put in that same password that's on the Bluetooth device. Oh. Got it. Okay, um. Is there is that it is there anything else I need to do? Yeah. Yeah, um, go ahead. Mm-hmm. Mm-hmm. that it? Okay, let's see.
24:00
Speaker 2
yes, so your Wi-Fi name now is the underscore vello setup and the Wi-Fi password is at the bottom of the parents node and it also to provide your ticket number so just in case you call us again so that the next technician can quickly access your information. So are you ready to take notes? okay, so your ticket number Taylor is 1376722. So, so we need to do right now is to wait for the child node to turn solid blue and then all done.
24:00
Speaker 1
Um, looks like this one's solid blue. Hold on. The other one is red. Okay. Okay. That parent one is blue. Okay. Okay, yeah, they're both now, uh the both of the child ones are red now. They're red. Blinking red. Blinking red. Okay.
25:00
Speaker 2
it's okay. just keep on observing it because it's still in the middle of reconnecting. keep observing. so both are solid red? okay. just give it a few seconds. it will turn to solid blue again. [silence] to solid blue again.
25:00
Speaker 1
Okay. So the first one looks like - let's see, like a green color. Solid green. Okay. The other one. Okay. It looks like. It looks like solid blue. No, that's it. Thank you. I'm going to try and get my team. Welcome. Will do. You too. Bye bye.
26:00
Speaker 2
Okay. Is there anything else that I can help you with? Okay. Thank you so much also for your time and your patience while we resolve this Taylor. So don't hesitate to call us back if you need further assistance, okay? So thank you so much and have a great day. Bye for now. [silence]
26:00