V2 Rubric Detail — 412e3fdc-74da-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 23:20
Duration
18m 2s
Contact
Brittanie Johnson
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.1% (+1.1)

V2 Grader Summary

The customer's internet connectivity was restored through power cycling and reconnection to the default SSID, confirming a successful resolution. However, the agent misidentified the VLP01 node as a WHW03, applied incorrect reset procedures, and provided garbled technical guidance, undermining technical accuracy and troubleshooting quality. Despite these errors, the outcome was successful due to the effectiveness of basic power cycling and default network reconnection.

V1 Case Analysis

VLP01 node red LED resolved after power cycling and 30-second reset; customer connected to default SSID 'Develop setup 175' and confirmed internet access.

Troubleshooting Steps
  • Power-cycled Spectrum modem and Linksys node
  • Reset node by holding reset button (~30 s)
  • Connected to default SSID 'Develop setup 175' and verified internet
Key Observations
  • Agent struggled to capture the correct model number and asked for unrelated prefixes (M, W).
  • Reset duration given (30 seconds) exceeds the recommended 10–20 seconds and the instruction to turn the device upside-down is not in the KB.
  • Call contained long silences and repeated unclear instructions, reducing efficiency.
Positive Highlights
  • Eventually got the node to a solid state and confirmed internet connectivity.
  • Showed empathy at the end of the call, acknowledging the customer's frustration.
Agent Errors / Gaps
  • Provided inaccurate reset time (30 s) and unnecessary 'turn upside down' instruction.
  • Did not verify modem WAN status or perform a direct modem speed test before node reset.
  • Failed to follow a structured troubleshooting flow (e.g., Step 1: check modem, Step 2: power-cycle node).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working: 'I think I have internet... I have internet.' Issue resolved without escalation.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated power cycling and reset, but incorrectly identified the device model (WHW03 vs. VLP01) and gave conflicting instructions (e.g., 'turn on the lynx is further'). Troubleshooting was haphazard.
R3 Partially Met Correct resolution path conf 80%
Agent pursued troubleshooting appropriately, but used incorrect model-specific guidance (WHW03 reset steps for VLP01), indicating misdiagnosis that could have led to wrong path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about symptoms and LED status, but failed to correctly identify the device (VLP01 is a temporary setup node, not a WHW03). Root cause not properly diagnosed.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used physical reset and LED observation, but applied procedures for a different model (WHW03). No use of correct KB for VLP01, which has distinct behavior and purpose.
T3 Not Met No misinformation conf 90%
Agent incorrectly referred to 'WHW 3' and 'reset button' for a VLP01, which lacks a reset button and is not a mesh node. Also stated 'Password is under 8 browser' — garbled and factually wrong.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent attempted to guide the call but gave confusing instructions (e.g., 'turn on the lynx is further') and irrelevant comments ('The kids are smiling'), losing control.
C2 Partially Met Confirmed understanding conf 65%
Agent used simple language but failed to adapt when customer was confused; did not confirm understanding after complex steps or clarify model mismatch.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and completed the interaction with a resolution.
O2 Partially Met Proactive follow-through conf 70%
Agent provided steps, but some were incorrect (e.g., 30-second reset for VLP01). No clear timeline or follow-up, but issue resolved in-call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted because the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent expressed empathy at end ('God bless you'), but did not acknowledge frustration during troubleshooting or apologize for confusion.
X2 Partially Met Tone & rapport conf 65%
Agent remained polite but did not adjust pace or clarity despite customer fatigue and confusion; repeated unclear instructions.
X3 Partially Met Overall experience conf 70%
Agent guided customer through steps, reducing need for self-help, but required repeated actions due to unclear guidance and model confusion.
Call Transcript19 turns · 26 lines
Speaker 2
Welcome to links is 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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Sorry, that's not an available option. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware. Please have your devices 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. [silence]
00:00
Speaker 1
I'm there so I can talk to people. hit her again. let's see what I do hello yes I can. hear you my. Linksys node is red but my Wi-Fi is still working so I'm not sure what's going on I've tried to reset it but it's not working.
01:00
Speaker 2
Hello, sorry for that one. Can you hear me now? Hello? Oh yeah, there you are. I can hear you now. Alright. So, apologies I couldn't hear you a while ago. My name is Nathan, how can I help you? Hmm. Alright. Tell me, uh since when did the problem started?
01:00
Speaker 1
Huh? Sorry. Last night. It's Britney. Um. The model number. V... Yeah. Letter V. L. P. O. One. Uh, uh, I have just one. It's really pretty, isn't it? What is it? It's red.
02:00
Speaker 2
jill, I didn't get it. All right. can you give me the model of your router? The Linksys one. You start with either an M, W. All right, that's good. Now, uh, you have how many of these notes, one, two or three? Just one. What is the color of the light? red. You're a You What is the color of the light on top? [silence]
02:00
Speaker 1
Um, my, um, my Wi-Fi modem is a spectrum, it's blue. How long do I hold it down for? Oh, turn the node off, okay. All right, it's off. Okay. Tone tone tone tone tone
03:00
Speaker 2
All right. How about the modem? what is the color of the light on the modem where this one is connected. Blue. All right. Can you press the reset button? Okay, turn off the WHW 3 your Linksys. Turn it off. Mm-mm. Okay. No, no, no. Turn it off. All right. I'll do the timing, stay with me. Okay. Not yet. Not yet. Now, I need you to turn off your spectrum modem. Turn it off. [silence]
03:00
Speaker 1
Yes. Which one do I need to turn back on first? The spectrum one or the. Go put that back.
05:00
Speaker 2
one more and stay with me pleased with right. Hello. Modern. Yes spectrum one. Okay 10 seconds stay with me. Not yet, ok, go. Not the link yet. Yes, no, no, don't plug it.
05:00
Speaker 1
[KEEP_UNCERTAIN] Okay. I'm back. Um, now, it's not online right now. Uh, it's, it's online now. It just, it just turned online. Okay, okay, go, go. Nobody go in there. I'm on the phone, trying to fix the Wi-Fi, go. Okay,
07:00
Speaker 2
All right. Waiting until the model from spectrum becomes stable once it becomes. All right, Okay. Okay, turn on the lynx is further. okay, wait until it becomes solid blue. If it doesn't go to blue, tell me. you'll see like a hundred three minutes. The kids are smiling. [silence] The color will be light now. The light is... Solid blue or red? Uh, sure, okay. [silence] Okay. [silence] Go ahead. Take your time. red can you press the reset button and hold it for 30 seconds zero theme. Yes, 30 seconds, 3-0. [silence] All right, it will blink. It will go back to red with red.
07:00
Speaker 1
pick it up. it's flashing now, blue. [silence] they're gonna do it, blue. [silence] it's still um it's still blinking. blue. okay ok y'all actually get ready for the dick make sure okay get out the bath leave her the fuck alone okay it's pink [silence]
12:00
Speaker 2
Wait until we can solve it. Pink, the objective is pink. Yes, good. Now, can you press the reset button and press it?
13:00
Speaker 1
Okay. It's pink. Now it's orange. Yup, it's blinking orange. Yeah. And then again, it's blinking yellow now. Okay. [silence] It's green. [silence] Alright, solid, right now. [silence] What is it?
14:00
Speaker 2
How's that? OK, solid. Blinking. All right. Turn it upside down. There will be a default one sign in. And tell me, what is the default network name? Started with onto develop, setup followed by a three-digit number.
15:00
Speaker 1
Develop set up 175. It's val you said on one. Yeah yeah. Okay yeah. It connected. Yes I. Think I have yep I. Have internet. Yeah the P1. No I want to keep it that P1. AY. Thing. No I just want to keep it as is the develop set up 175.
16:00
Speaker 2
1 7 5. All right. In your mobile phone, can you go to the settings on your mobile phone and look for the Wi-fi name, developed setup, 175. Okay. Connect to that one, it will ask for the password. Password is under 8 browser. Go. Mhm? Can you check if you have internet? Okay. Now, this is your Wi-Fi name and this is your password. You want to keep it this way, we can proceed. Or if you want to change it. Uh, You want to change it to the old wi-fi name. All right? Can you open the links this up?
16:00
Speaker 1
Yeah. Yeah, I don't want to have to do any more complicated. I am I'm tired. I worked all day. I'm off tomorrow and I got to work seven days in a row after that. So I'm tired. Yeah. Yes. Thank you so much, and thank you for listening to me scream and holler at these kids because I was going freaking crazy. Thank you for thank um, they are. But dad gum, do they know how to get under your skin? Thank you. God bless you. You too.
17:00
Speaker 2
Yeah. So, that's... very smart, I think. And easy. I say, oh, I will get the password. Turned the router upside down. Oh, that's the whose value in the password. I don't have to change it. Yeah, smart of you. All right. All right. Are we good? That's okay. That's okay. Enjoying the kids, by the way. They are angel believe me. I hear them just smiling and laughing. It give me joy. Enjoy it. Anyway, thanks for calling. My name is Nathan and God bless you, Brittany. And then have a nice day. See you too. Bye-bye.
17:00