V2 Rubric Detail — 44dd0f88-6430-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:23
Duration
22m 3s
Contact
Daryl Mann
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132811
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall77.6% (+41.6)

V2 Grader Summary

The agent conducted thorough, logical troubleshooting, correctly identified the ISP/modem as the root cause, and provided clear next steps. Despite an initial warranty misstatement that was later corrected, the agent demonstrated ownership, empathy, and technical accuracy, advancing the case meaningfully. The issue remained unresolved due to external dependency, resulting in a partial resolution.

V1 Case Analysis

Customer reports Atlas 6 (Velop) solid red LED and no internet; agent incorrectly advised 5-press reset, gave conflicting warranty info, and failed to confirm modem internet; call ended with callback pending modem verification.

Troubleshooting Steps
  • Incorrectly advised 5-press reset on Atlas 6 (not standard for Velop).
  • Instructed power-cycle of modem and router.
  • Suggested resetting remote nodes and pairing in the same room.
  • Advised connecting computer directly to modem to test internet.
Key Observations
  • Agent incorrectly advised 5-press reset for Atlas 6 (Velop), contradicting KB guidance for Velop Intelligent Mesh setup [04:00–05:00].
  • Agent gave contradictory warranty statements: first claimed out of warranty [06:00], then corrected after customer provided purchase timeframe [08:00].
  • Failed to verify modem internet connectivity before performing router resets [03:00–07:00].
  • Customer could not see 'Velop Setup' SSID despite reset attempts, indicating possible deeper issue or misguidance [13:00].
  • Agent eventually recognized need to test modem directly but only after 14+ minutes of ineffective troubleshooting [19:00].
Positive Highlights
  • Collected serial number, customer name, and email accurately [01:00–02:00].
  • Created and provided a valid HappyFox ticket number (132811) for follow-up [21:00].
  • Eventually advised testing modem directly with a computer, which is a valid diagnostic step [19:00].
  • Corrected warranty status after realizing customer was still in coverage [08:00].
  • Maintained a generally calm and patient tone despite customer confusion and environmental noise.
Agent Errors / Gaps
  • Incorrectly instructed 5-press reset for Atlas 6 (Velop) device, which is not the standard recovery method per KB [04:00–05:00].
  • Provided contradictory warranty information: first stated device was out of warranty [06:00], then corrected after customer mentioned purchase date [08:00].
  • Failed to verify modem internet connectivity before initiating router resets and reconfigurations [03:00–07:00].
  • Gave confusing instructions about logging out of app and reconnecting via Wi-Fi settings [12:00].
  • Did not confirm whether customer could see 'Velop Setup' SSID before proceeding with setup steps [13:00].
  • Misstated that 5-press reset should result in flashing white LED, which is not accurate for Atlas 6 [05:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with router still solid red and no internet; setup not completed, issue unresolved.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through 5-press reset, modem/router power cycle, direct modem test, and correct setup sequence — all relevant, logical steps that advanced troubleshooting.
R3 Partially Met Correct resolution path conf 93%
Agent initially misstated warranty status and offered paid support, but corrected it before call end and confirmed free support applies — course-corrected but caused confusion.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified red LED and no internet, asked about app/Wi-Fi, verified modem status, and logically deduced ISP-side issue — root cause correctly narrowed to modem connectivity.
T2 Met Appropriate tools / resources used conf 96%
No remote tools available or required; agent used KB-backed steps (5-press, power cycle, direct modem test) appropriately without overreliance or omission.
T3 Partially Met No misinformation conf 92%
Technical instructions (5-press, setup flow) were accurate, but agent gave incorrect warranty information early on, later corrected.
Communication
C1 Met Clear & professional language conf 91%
Agent maintained control throughout, framed next steps clearly (‘wait 2–3 minutes’, ‘connect to VELLOP SETUP’), managed transitions, and stayed composed despite delays.
C2 Met Confirmed understanding conf 95%
Used plain language, repeated key steps, confirmed understanding, and adapted to customer’s pace and confusion (e.g., walking through Wi-Fi connection manually).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, provided ticket number (132811), and documented correction on warranty status for continuity.
O2 Met Proactive follow-through conf 96%
Gave clear next steps: fix modem first, then call back; provided ticket number for follow-up — specific, realistic, and actionable.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — agent correctly identified ISP issue and advised customer to resolve it before continuing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Expressed empathy (“Thank you for your patience”), acknowledged effort, remained courteous and solution-focused throughout.
X2 Met Tone & rapport conf 93%
Matched customer’s pace, repeated instructions, checked comprehension, and maintained supportive tone during extended setup attempts.
X3 Partially Met Overall experience conf 89%
Customer repeated resets and reboots, but these were necessary; minor friction from warranty confusion, but agent reduced effort by giving clear path forward.
Call Transcript32 turns · 36 lines
Speaker 1
Hi Geometry just one moment hey um yes I have a
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 regester.Linksys.com. Please have your device 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. Think, you've been following what this is Joy. How can I, help you today?
00:00
Speaker 1
It's a linksys [silence] it's [silence] it's a linksys atlas 6 [silence] I can give you get you what [silence] tell me what you need from me. My phone number. [silence] The serial number okay [silence] is 50 D as in dog 10 M as in Mery 26 [silence] D [silence] as in cat [silence] 15211, okay. It's spectrum. [silence]
01:00
Speaker 2
Okay, um. Mm-hm. Um have the serial number please. Serial number. Your internet provider. We'll have your first and last [silence]
01:00
Speaker 1
Yes, the name is Daryl, D-A-R-Y-L. Man, M-A-N-N. My email address is D, as in my name, Daryl, T-E-C-H Like technology. Okay, I'll start over. D, tech, and then my last name, M-A-N-N. And that is at gmail.com. Correct, huh? How's your day? Okay. good, ah, good. Yeah, so the issue is it, and I'm trying to, going backwards force with spectrum. So the internet is online. They've re-activated it or whatever happening couple of times. Um, when I plug in the, the
02:00
Speaker 2
last name sir. and lastly your email address? [silence] so dtmkoman@gmc.com? right so um what's your main concern regarding this router? [silence]
02:00
Speaker 1
Linksys Atlas 6. It starts out blue, and then it flashes blue, and then it goes red. And on my app, it's telling me there is no Internet connection. So, that's frustrating. Yeah, I've gone through all the troubleshooting. facets and I'm not being able to resolve it. Okay. Okay. So I just [silence] I did a reset. So, should I just press it again? Oh [silence] I don't know. 10, 15 seconds?
03:00
Speaker 2
okay uh are you able to see the screen of your mobile phone? Is it working? Do you still see the logo? I can see the bars which are giving the IP address. They both have the same right? Okay, do you see the connect button in your mobile phone? Okay, are your Wi-Fi, GPS, and network all connected? What kind of phone do you have? Samsung, I see.
03:00
Speaker 1
Yeah. Um, it's it says, yeah, Velop setup D 85. Five times. Oh, wow. Okay. I did five. Okay, it says oh wow, it's blue now. Okay. Will that now will the new network or the old show up um on my in my apps?
04:00
Speaker 2
check your Wi-Fi settings if you can see the network name Belop. Set up. Okay. So, that means your router is now ready for setup. So, you can just press the reset button five times to set it up automatically. Yeah, you press the reset button five times, so one press every second.
04:00
Speaker 1
Okay. Should I log out? Oh, now it's it. it. Linksys just turned red again. it's solid red. Okay. again. Okay will it flash each time or no does that matter? Okay.
05:00
Speaker 2
Name VELLOP SETUP. So you have to wait for a couple of minutes for it to process. It will take uh two to three minutes. Once it will turn solid blue. Then you can connect to its default name uh VELLOP SETUP, use the password that's at the bottom, and then you can log back into Lynxsys to change it. Yeah, you need to log out and then log back in. Is it blinking red or solid red? Um you need, I think you did not perform the five press method properly. So you need to do it uh one second apart, not too fast and not too slow. Yeah. No, it will not flash. After you do the five press, it must have a flashing white LED. Right color. Okay, so just have to wait to 2 to 3 minutes for it to reconnect. And by the way, sir, um, as per checking here on my end, this router is no longer under warranty. So we can no longer provide you with technical assistance, but I can send you email instructions or you can also avail our paid service, that's $15 for an hour. Um, no. If but if you wanted to continue with me for further troubleshooting until the end, you can have paid the paid service or if not, I can just send you an email in [silence]
05:00
Speaker 1
Okay, guess what? It just... Okay, it just turned red again. It went white, went blue, and now it's solid red. Okay, so unplug everything, right? Okay. And then... Okay. And how long? 30 seconds or longer? [silence]
07:00
Speaker 2
Instructions for further troubleshooting you can, do a sequence reboot by unplugging both your router and modem. And then you turn on the modem first. Wait for it to go online before you turn on the Linksys router for it to turn solid blue again. Okay. Yes, and then turn on the modem first and wait for it to go online before you turn on the router. Uh, just for 10 seconds.
07:00
Speaker 1
OK 10 s. OK. All right. All right. So now that plug the modem in. And I'll wait on the router until that's online, correct? Thank you. How long is the warranty on these? Oh, it was it was just that two years ago. So um it was probably in see we're in June. It was probably in May or June of 24. [silence]
08:00
Speaker 2
That's for free years. When did you purchase this router, sir? 24. Okay, I see. So you must still be in warranty.
08:00
Speaker 1
are you there? okay. okay. so I got a flashing blue on the router. we'll see if that holds this time. and the other module should also be in sync with this one. is that right?
10:00
Speaker 2
There, I'm throwing you. Let me know once you log, you've logged back in.
10:00
Speaker 1
Do I need to reset the other the other the other module that's remote? Okay, so let me do that. Okay, that one just went, oh, it went red and went blue again. [silence] Okay. So the main load is solid blue as right now.
11:00
Speaker 2
Do you have in total fair during this system? Ah yeah since you reset the main node back to default you need also to reset the other nodes and you must bring them uh in the same room together with the main node to reconnect it then you can relocate after. Uh let's make sure first if your main node is online before we proceed with your other nodes. So on your phone try to connect first to the network name Velov setup and.
11:00
Speaker 1
Okay, so do I need to log out on the app? Okay, so log out, close it. And then when I, do I, and I log in, Oh, I see. Okay. And then, uh, okay. Um, guess what? It just went red. Hmm. Okay, but I mean that, okay, I can do that. But, um, the link just turned red.
12:00
Speaker 2
You need to log out, then close the app first. You go, you go to your phones, uh not yet, you go to your phones Wi-Fi settings and you connect first do your Wi-Fi name, velop setup and use the default password that's at the bottom of that router. Yep, just connect.
12:00
Speaker 1
Okay. Okay. uh so should I see that network show up or will I have to manually put that in? That works, let's see. Okay, it's um in my settings on my phone, I'm not showing this as available. I mean it's not so I need to manually put in the name? I do not. No. [silence]
13:00
Speaker 2
first. let's try to check. we can just give it another minute. if it will go back to blue. [silence] but can you see the network name bellow set up? just try to check the ethernet...
13:00
Speaker 1
Yes, it is. So, disconnect it. So... Yeah. Now, it's flashing red. M... Ooh... If I can find... Yeah, we just move... We're just moving in. I'd have to get it and set it up. Is that... In order to see if they're actually getting a signal from... um... Spectrum? Or if they actually have... Is that what... Is that... Is that what would that what determine? Okay. um... I can do... [silence]
14:00
Speaker 2
table, is it connected to the internet port of your router?** [silence] No, just leave it connected. And it's still solid red. Do you have a complete... Okay. Just give it some time to process. Do you have like a computer that we can connect directly to the modem wired?** [silence] Yes, sir. [silence]
14:00
Speaker 1
that, um, ah, let me see, spectrum told me it said it is, but I guess that doesn't mean anything, huh? All right, let me see. We have another outlet in here, Tina. What No extension cord, right? I need a grab my monitor so I could see. I'm not getting me this one goes. All right. Almost there. So you have to do a different one. I'll pull that one out. Pull the bottom one out. All right. Let's see here. Almost there. Thank you for your patience. All right. So, I need to, oh, we've got to get my keyboard now. I'm glad I don't have to move very often. All right. Hey, Tina. Yeah. Oh, never mind. All right.
15:00
Speaker 2
[silence] yes so check if your computer will work if it's connected directly to the modem [silence] yeah if you cannot go online directly to the modem yeah most probably your modem is not yet online that's why um link sys is still
19:00
Speaker 1
Okay. Huh. Well, that stinks. Sounds like a Spectrum issue, something they would pull. Okay, um, I've actually connected with them twice and I'll have to do it again. Okay, so now, once, once I have a signal, just, can you walk me through again, what I'll need to do? So I'll need to find the first of all, go in and find the, um, the address for the Linksys. The vellum setup, right? And then, um, and then, then, then, uh, do the password on my, in my settings on my phone. Is that correct?
20:00
Speaker 2
Yes, I am going to make the modem work first. [silence] So, yep. [silence] Yes, sir, if the modem is working fine and it's online, you can feel free to call us back to continue with the setup process. Um don't worry, yeah, just give us
20:00
Speaker 1
Thank you. You've been wonderful. Okay. All right. yeah. I'm gonna get something to write it down. Okay. Yeah, ticket number. 132811. Okay. Thank you so much. Thank you. Bye bye.
21:00
Speaker 2
and they double checked here and Amen. You're still under warranty. You still have the free technical support. So, if you will be routed to a different agent, I also have my documentation here Amen, so that they can just continue with the process. You're welcome, sir. So, I will provide your ticket number. You can give this to the next technician if you will be routed to a different agent to pull up your records. So, are you ready? Okay. So, that's 132811. Yes, sir. You're welcome, sir. Have a good day. Bye.
21:00