V2 Rubric Detail — 451307cc-7c64-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:35
Duration
5m 39s
Contact
Mayowa Otubaga
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136674
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall31.9% (-24.1)

V2 Grader Summary

The interaction failed to resolve the issue as the customer remained with solid red lights and no internet. While basic troubleshooting was attempted, critical diagnostic steps like modem-side speed testing and WAN cable verification were omitted. The agent did not establish next steps or escalate, leaving the case unresolved and customer effort high.

V1 Case Analysis

Customer reports no internet on WHW03 Velop parent node (solid red LED) after storm. Agent instructed hard reset per KB. Customer reported LED turned green then immediately red. No verification of internet status or WAN/modem checks performed. Further troubleshooting required.

Troubleshooting Steps
  • Collected model (WHW03) and serial number (20J20M39A02337).
  • Instructed customer to perform a hard reset (press and hold reset button for 10-15 seconds until LED turns solid blue).
Key Observations
  • Agent correctly identified product model (WHW03) and serial number (20J20M39A02337).
  • Provided accurate reset instructions per KB (led_intelligent_mesh_consumer.md).
  • Failed to verify the outcome of the reset (no confirmation of LED state or internet connectivity).
  • No WAN/modem or cable verification was performed despite solid red LED indicating no internet.
  • No clear next steps, escalation, or callback were offered.
Positive Highlights
  • Accurately collected model and serial number from customer.
  • Provided correct reset procedure for WHW03 (hold reset button 10-15 seconds until solid blue).
  • Correctly interpreted solid red LED as no internet connection per KB.
Agent Errors / Gaps
  • Failed to confirm internet connectivity after reset.
  • Skipped essential WAN/modem troubleshooting steps (e.g., checking modem status, cable connection, or restarting modem).
  • Did not set a definitive follow-up or escalation path.
  • Did not instruct customer to check if the modem is online or to restart the modem first.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended without resolution; customer still has solid red lights and no internet. Agent did not confirm recovery or progress.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about reset attempts and light behavior, which is relevant troubleshooting, but did not verify modem function or cable integrity — key steps for 'solid red' per KB.
R3 Partially Met Correct resolution path conf 85%
Agent attempted troubleshooting (factory reset guidance), but did not follow full path for 'solid red' (e.g., test modem directly, check WAN cable, ISP status). WHW03 is in-warranty likely, so path should not have stopped at reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply the logical diagnostic process for 'solid red' lights. Per velop_wifi_connectivity.md Step 2, the agent must isolate the source by testing the modem directly. The agent jumped straight to factory resets without verifying the WAN source or cable integrity.
T2 Not Met Appropriate tools / resources used conf 95%
The agent skipped the modem-direct speed test/connectivity check, which is a required diagnostic tool/step in velop_wifi_connectivity.md for resolving 'solid red' (no internet) symptoms.
T3 Partially Met No misinformation conf 85%
Reset instructions (hold 10-15s) are generally consistent with universal_factory_reset.md, but the agent's specific instruction to wait for 'solid blue' before releasing is a slight deviation from the 'hold until light changes' standard, and they failed to provide the necessary WAN/cable context for a persistent red light.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and asked follow-up questions, but interaction was disjointed (e.g., name confusion, unclear transitions), and call ended without closure.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear steps for reset, but did not confirm customer understanding or adapt fully to customer's fragmented input; no explicit comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed with the case and attempted resolution, but did not escalate or commit to follow-up, leaving customer without ownership of outcome.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline provided. Agent did not inform customer of potential escalation or further actions if reset fails.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was explicitly warranted in the interaction; issue was still being triaged.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and patient, but did not acknowledge customer's frustration or storm-related context specifically; empathy was generic.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer's pace somewhat but missed cues of confusion (e.g., 'green' light mention on WHW03, which doesn't have green LED).
X3 Not Met Overall experience conf 90%
Customer had to repeat serial/model info; agent did not use available KB path efficiently (e.g., skipping WAN test), increasing effort.
Call Transcript12 turns · 12 lines
Speaker 1
Yes, hello, ma'am. How are you doing? Good. I am trying to get my Velup set up. It's been giving me issues after a storm happened at my home a couple of days ago. Yes,
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Regina. Good afternoon. Yeah, I'm fine. How are you too? So it doesn't have internet connection.
00:00
Speaker 1
[silence] I'm not my internet connection. [silence] It's been my first time in long time, I think I've called a long time ago. Years ago. yes, ma'am. [silें] Maya U Bagu, M A Y O W A, last name O T U B A G A. Yes, ma'am. O T U, B as in boy, G A G A. Yeah. Oh as an October, T as in Tom, M I C as in Christmas, C A S T E D.
01:00
Speaker 2
[silence] this your first time calling us for support, sir, And are you calling from United States, may I know your first name and last name? Sorry. Your first name spells as L a V a w E And your last name? Z at E s B for boy? E for Edward.
01:00
Speaker 1
s g as in umbrella, B as in boy, B as in boy, A as in apple, G as in go, A as in apple. It's 2 8 1 7160270. It's my first name last name at gmail.com. Yes, no. Um, I have one, two, three, four. Serial number.
02:00
Speaker 2
thank you for that and your callback number sure thank you for that and your email so your first name and last name and all lowercase at gmail.com and how many lynx is devices do you have can you please provide the serial number of the parent node or the main router
02:00
Speaker 1
give me a second, uh two zero J 2 0 m 3 9 A as an apple 0 2 3 3 7. Did I repeat that, the model, yeah uh w h w 0 3.
03:00
Speaker 2
Okay, so the model number of your linksys devices are all WHW03. Is that W-H-W03? Yes. And what is the light indicator of the parent node, sir? So they are all solid red.
03:00
Speaker 1
Yes. I think the cable is what's called a mother node. Yes, Xfinity. Um, it will go to green.
04:00
Speaker 2
And what have you done so far? Did you attempt to reset your links is devices? So you press and hold the reset button of the Parent node for let's just say 10 to 15 seconds. Again, may I ask who is your internet service provider? Okay since you attempted to reset the Parent node, so when you press and hold the reset button, sir, how do you observe the light indicator? Does the light blink, red, wimps off, turn to solid blue, blink, blue and then turn to solid red?
04:00
Speaker 1
green. and then um. it would. go. immediately. to. red. Okay, holding it. I already did that. I think it's working. You work? Yeah, I think it's working.
05:00
Speaker 2
okay carefully press and hold the reset button of the parent note again make sure the light blink red goes off turns of solid blue so when you turn to solid blue that's the time that you're gonna release the reset button
05:00