V2 Rubric Detail — 3ee8fc3e-76d9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 12:18
Duration
11m 4s
Contact
Edward Lipman
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#TE00135595
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall46.4% (-5.6)

V2 Grader Summary

The agent did not perform any troubleshooting and simply re-escalated the case, providing a ticket number and a 11:30 AM callback. While ownership, continuity, and escalation were handled well, the lack of diagnostic work means the issue was not resolved and the technical process was insufficient.

V1 Case Analysis

Customer reports Velop nodes show solid green LEDs but no internet access. Agent escalated to Level 2, provided ticket TE0013595, and scheduled callback at 11:30 am. No technical troubleshooting performed.

Troubleshooting Steps
  • Checked case status in system
  • Confirmed escalation to Level 2 support
  • Provided ticket number TE0013595
  • Scheduled callback for 11:30 am
Key Observations
  • Agent did not perform any technical troubleshooting despite customer describing a clear, persistent connectivity issue with actionable symptoms (solid LED, no internet).
  • No product model, serial number, or warranty status was collected — a critical protocol failure for escalated hardware support (universal_escalation_guide.md, Step 3).
  • Customer described nodes as showing 'light green' LED — agent did not clarify or verify correct LED meaning per KB (solid blue = online for Velop Intelligent Mesh; led_mesh_system_identifier.md).
  • No verification of WAN cable, parent node internet status, or DHCP settings — basic steps per velop_wifi_connectivity.md (Step 2: modem isolation, Step 4: parent node internet check).
  • Escalation was handled correctly with ticket number and specific callback time.
Positive Highlights
  • Correctly identified the need to re-escalate to Level 2 support given the unresolved hardware-like symptom after prior interventions.
  • Provided a clear ticket number (TE0013595) for case tracking.
  • Scheduled a specific callback time (11:30 am) as requested by the customer, improving service experience.
  • Maintained a polite and professional tone throughout the call.
  • Confirmed customer identity (Ed Lippman) and used it appropriately.
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial number) — required protocol step for hardware troubleshooting and escalation (universal_escalation_guide.md, Step 3).
  • Performed zero technical troubleshooting despite customer reporting a persistent, actionable issue (nodes show correct LED but no internet). Did not attempt to verify LED status, WAN connection, or router UI access (http://192.168.1.1 or http://myrouter.local) — all basic diagnostic steps per velop_wifi_connectivity.md.
  • Did not clarify the LED color: customer said 'light green' — agent did not confirm whether this matches expected solid blue for Velop Intelligent Mesh (led_mesh_system_identifier.md). Misinterpretation of LED status can lead to incorrect diagnosis.
  • Did not confirm whether customer can access the router web interface to check internet status — a fundamental diagnostic step (velop_wifi_connectivity.md, Step 4).
  • Did not verify whether the parent node shows 'Connected' in the dashboard — critical for isolating WAN vs. mesh issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet/no-connection issue; only re-escalated and scheduled a callback.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent only checked the case and escalated.
R3 Partially Met Correct resolution path conf 92%
Agent chose to re-escalate to Level 2, which is reasonable, but did not attempt any best-effort troubleshooting first despite OOW ambiguity.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions and did not identify root cause; only repeated the customer's description.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (web UI, speed test, cable check, etc.) were used despite the issue requiring them.
T3 Not Applicable No misinformation conf 90%
Agent gave no technical guidance or recommendations to assess for accuracy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the call moving, placed customer on hold, provided ticket number and callback time, but did not guide troubleshooting flow.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and confirmed understanding (e.g., 'Thank you for patiently waiting').
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case by pulling the record, providing a ticket, and arranging a follow-up rather than transferring immediately.
O2 Met Proactive follow-through conf 95%
Clear next step and timeline given: Level 2 will call back at 11:30 AM Central Time.
O3 Met Closure confirmation conf 90%
Agent referenced the prior escalated interaction and used the existing case number, showing continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent decided to re-escalate to Level 2 after determining the issue was not resolved.
E2 Met Escalation prep & handoff conf 95%
Escalation executed with ticket number (TE0013595) and promised callback time; customer informed of who would handle it.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite ('thank you for patiently waiting') but offered no explicit empathy for the customer's frustration.
X2 Partially Met Tone & rapport conf 85%
Agent responded to customer's statements but did not noticeably adjust tone or pace to match the customer's frustration.
X3 Met Overall experience conf 90%
Agent avoided asking customer to repeat information, used existing case, and gave a single next-step (callback), reducing effort.
Call Transcript14 turns · 16 lines
Speaker 1
So I've been having this ongoing issue with my Linksys nodes, and I'm not sure if we're at the end of the rope or not. But what it amounts to is, I had the fancy customer service people call.
00:00
Speaker 2
Welcome to Linxis 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.Linksys.com. Please have your device serial number ready. For assistance, press, one, now. For out-of-warmty, please have your device's 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 me. So, this is Chi. How can I help you today? I have an issue with the device. And I'm not sure if it's under the mattress or not. What do you think?
00:00
Speaker 1
Call me, you know, like I did the regular customer services and then the other guys called me like the next level people and so the next level people I thought fixed it yesterday meaning that so what happened in the past was, you know, understand like these nodes have been working for a while. Okay, so they were fine and then about a week ago they stopped working. So after about four phone calls or so, um they escalated it and what was happening was I wasn't getting, um, a connection to my modem. So I have an Xfinity modem and the Xfinity modem works fine. It works without the computer, the PC works without Wi-Fi, with Wi-Fi, you know, that works fine with that. When I try and use the nodes, what was happening before was they were all red and they wouldn't recognize anything. So after a long time, um, they we got them to turn the right color. where it's like that light green light, um color. So they're quote, you know, so in theory they're communicating and we typed everything in. But when I went to actually use, and I should also mention that we made the Wi-Fi name for the nodes different than the Wi-Fi from the modem. Uh which is new for us, but they told us to do that. So that said, the Wi-Fi from the nodes, even though the nodes are that good color, don't work. So, in other words, I log in, or I try and log in, it, it, but then it says no internet connection. And I tried turning off the modem, meaning unplugging it, and unplugging the the parent node. And then I plugged them back in after the two minutes in that, and then still nothing. So, I'm not sure if this is the final thing, where for whatever reason, just my nodes are bad and I need new nodes, or If there's something else there. Because, because we've tested the cable, we know my ethernet cable works. We know that, you know, like I said, and we've unplugged it and we've done everything. So I don't know what else to do. So that's, that's where I'm at. But if you want me to give you the phone number, you can look up the account, but like I said, that's, it's part of the same issue, but it's different than what they were dealing with, right? Because, I mean, I still don't have internet. It's just that now the nodes recognize the network. It just doesn't do anything. Yeah, sure. 630-917-0933. You got it. [silence]
01:00
Speaker 2
I see. I see. Let me just the pull up your recorded number. Please. 6 3X3 917-9 17X0 9 33.
03:00
Speaker 1
Yeah, yeah, no, I understand, it's a long, right, and he, and so the thing is, he, after I mean, like an hour or troubleshooting that, he finally figured out, you know, like he had to manually type in like a combination, and I guess it's a DHCP or whatever, but he typed in ones and eights essentially, and it it um it connected, but we never checked that it surfed the internet with the node. It did the right color, and I put them throughout the house like you said, and they're the right color throughout the house, but there's no internet when you log in. Um.
04:00
Speaker 2
Hello, customer. Let me just pull up your records here. So, yeah, you called, you were assisted yesterday. Hmm. Oh. Hmm. Hmm. I see. Okay. Got it. You log in on where, the user interface on the app?
04:00
Speaker 1
No, I'm talking about I'm logging in, you know like they ask you when I, when I did the the website and we picked a, a name, a name of the network and the password, I put those in on my phone, my iPhone 14. And it, it signs in, so I know I have the right password, um, but it doesn't do anything. Then when you go to the internet, it says, you know, page, you know, not available, no internet connection. And, of course, when I turn it off and I go to the original name of the modem, internet, then it works. And um, and, you know, and of course if I turn it off totally and I just use cellular, then of course it works too. So, there's something for whatever reason. And, and at least when I was chat GPTing it, it said, well, sometimes it's a setting thing where it's like, has it like refreshed. So, I turned off, I unplugged my modem.
05:00
Speaker 2
yes. I see.
05:00
Speaker 1
unplugged my parent node and I let them kind of reboot after over two minutes, really I waited three, um, and it still didn't fix it. So, which is why I don't know, does this just mean, you know, is this like the, are they toast or or what? Yeah, yeah, yeah. Yeah, yeah, sure. Yes, sure. [silence]
06:00
Speaker 2
I see. Um, let me just check on your case here and yeah, I was able to confirm that this was an escalated case. Um, am I speaking to Mr. Ed Lippman? Optimize okay, yeah, got it sir. Let me just check on your case, sir. Can you give me to the 7 a.m.? Optimize okay. Thank you, sir. I'll be right back. Okay? Stay online.
06:00
Speaker 1
Yeah. yeah. Okay. That's fine. Okay. hold on. Okay. what's the ticket?
09:00
Speaker 2
Hello, sir Edward. Hi, sir. Thank you so much for patiently waiting. So, um, I was able to uh confirm or check on your case, sir, and it seems that we need to re-escalate this back to the uh level two support for further checking, sir. Okay. So, um, let me provide your ticket number, sir. It seems that you don't have your ticket number yet, just for uh your reference. Uh-huh. Yes, that will be TE Tango Echo 0013595.
09:00
Speaker 1
Okay. Okay. Is there, are we able to pick up time? Like, you know, I, can we just say, you know, like sometime around, like 11:30 in the morning? Yeah, and I'm Okay, that's, we're central time. Okay. Thank you. Bye bye. [silence]
10:00
Speaker 2
Okay. Okay. So they will be again calling you back, sir, to help you fix the concern with your nodes, okay? okay. 1130 in the morning. I'll take note of that, sir. Okay, yes, sir. Okay, so I'll take note of that preferred time, sir. And yeah, I'll inform them about this same concern you have on your nodes. Okay, thank you, thank you as well, sir. Have a good day, please stay safe and keep your line. [silence]
10:00