V2 Rubric Detail — 4a941c48-7932-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:00
Duration
31m 44s
Contact
Alexa Sykes
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135933
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall92.2% (+20.2)

V2 Grader Summary

The agent successfully resolved the customer's internet outage by correctly interpreting the flashing red LED as a physical disconnection and guiding the customer to reseat the Ethernet cable. All technical instructions provided, including the power-cycle sequence and default SSID, were consistent with Linksys KB documentation.

V1 Case Analysis

Customer reported no internet after resetting WHW03 Velop router. Power-cycling modem/router and reseating Ethernet cable restored connectivity. Issue resolved.

Troubleshooting Steps
  • Confirmed router model WHW03 and serial V21OC6 (customer provided).
  • Interpreted flashing red LED as physical disconnection per KB guidance.
  • Instructed customer to power-cycle modem and router.
  • Directed customer to check and reseat Ethernet cable between modem and router.
  • Confirmed internet restoration and LED status change to solid blue.
Key Observations
  • Agent correctly diagnosed physical disconnection (flashing red LED) and resolved by instructing Ethernet cable reseat (transcript [27:00]-[30:00]).
  • Agent failed to capture model/serial efficiently despite customer providing them early in the call.
  • Agent provided technically inaccurate information about post-reset SSID behavior (claimed router should broadcast 'Velop setup' SSID after reset, which is not supported by KB for WHW03).
  • Call contained repetitive questioning and long silences, reducing efficiency.
  • Final guidance on power-cycle sequence for future prevention was correct and clear.
Positive Highlights
  • Correctly interpreted flashing red LED as physical disconnection per universal_factory_reset.md guidance.
  • Provided accurate troubleshooting steps: power-cycle sequence and Ethernet cable reseat resolved the issue.
  • Confirmed resolution by verifying internet access and LED status change to solid blue.
  • Gave clear preventative advice for future occurrences (transcript [30:00]).
  • Maintained polite and patient tone throughout the call.
Agent Errors / Gaps
  • Failed to efficiently capture and confirm product model/serial despite customer providing them at [11:00].
  • Provided technically inaccurate information: claimed post-reset router should broadcast 'Velop setup' SSID (transcript [19:00]), which contradicts KB guidance for WHW03 models.
  • Did not verify warranty status or support eligibility.
  • Exhibited inefficient troubleshooting flow with repetitive questions and long silences.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet access was restored after reseating the Ethernet cable; agent verified connectivity and closed with resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided power cycling and cable check, but skipped confirming factory reset completion (no default SSID observed) and did not verify WAN IP or DHCP status; troubleshooting was incomplete before concluding.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate on-site troubleshooting path for connectivity issue without dismissing based on warranty; no indication of product end-of-support or hardware fault requiring RMA.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent correctly identified the symptom (flashing red LED) and linked it to a physical disconnection, then guided the customer to reseat the cable, which resolved the issue.
T2 Met Appropriate tools / resources used conf 90%
The issue was a physical layer disconnection (cable not seated). The agent correctly used the LED status to diagnose this; no remote tools or web UI access were necessary to resolve a physical cable issue.
T3 Met No misinformation conf 95%
Technical guidance was accurate: flashing red indicates physical disconnection, the power-cycle sequence (modem then router) is correct per universal_firmware_update.md/universal_escalation_guide.md, and 'Velop setup' is the correct default SSID.
Communication
C1 Met Clear & professional language conf 90%
Maintained control throughout, set expectations early, managed transitions clearly, and summarized next steps despite customer digressions.
C2 Met Confirmed understanding conf 90%
Used accessible language, adapted to customer’s pace, confirmed understanding, and avoided jargon; effective for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or disengage prematurely.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: power-cycle procedure, when to call back, and what to monitor; no commitments were broken.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Expressed empathy (“I’m so sorry”), remained patient through long silences and confusion, and stayed courteous and solution-focused.
X2 Met Tone & rapport conf 90%
Matched customer’s slow pace, repeated instructions clearly, and checked comprehension at key points (e.g., LED status).
X3 Partially Met Overall experience conf 80%
Avoided unnecessary repetition, but required customer to perform multiple physical checks without leveraging available tools (e.g., web UI via iPad) that could have reduced effort.
Call Transcript41 turns · 46 lines
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. [silence]
00:00
Speaker 1
[silence] And [silence] [silence] radius [silence] [silence] [silence] um [silence] [silence] Okay, that's pretty. [silence] [silence] I'm going to talk to you about a scam that came up recently that we're hearing in phone calls and this wasn't planned for the tweet but it's important. We need to take to make sure you hear those getting scared. I'll give you the bare pieces. I'll give you the status on this. The If you just gave your physical information, you should immediately take action to secure your living situation right away. So that's kind of the [silence] Hi, my Internet has been out and my Internet provider said that my router company needs to do like a reset on my router. Like a hard reset.
03:00
Speaker 2
Hi, thank you so much for calling lynx sis. this is salary. can I help you?
10:00
Speaker 1
it's um clear, clear wave, clear view? Clear wave. I think that's called, United States. Yeah, it is. It is model number, I just had it a minute ago. It is, model number W8W03. Yeah, that is two zero J two one O C, V and Charlie six
11:00
Speaker 2
oh, okay. What's your internet service provider? [silence] okay, and uh, which country are you calling from? What's the model number of your router? [silence] Okay, um, how about the serial number on your router? [silence]
11:00
Speaker 1
18 56 895 well alexa sykes miss alexasikes at gmail.com um s y k e s m s like miss alexa sykes a.s.s.
12:00
Speaker 2
okay. How many links? device do you have in total Wow and what's the light indicator? Okay, can I have your full name and your email address, please? What's your last name again? How do we spell that? S Y K E S. How about your email?
12:00
Speaker 1
ex a s h y k e s at gmail.com okay okay yeah Um, no, just my phone. Um, Tuesday of last week. Tuesday of last week. Unplugged it, reset it, [silence] Correct. Um, for 20 seconds.
13:00
Speaker 2
Do you have a computer that we can use for troubleshooting? okay, if I may ask, when did this issue happen? I'm so sorry. okay, and what have you done so far? So when you say reset, um, what do you mean by that? Did you press the reset button? How long did you press the reset button?
14:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Well, I called my internet provider. They said the modem's fine and
15:00
Speaker 2
And did you tried to set it up? Okay. Okay, well, if that's the case, ma'am, for this kind of issue, those are the basic troubleshooting that we can do. But most importantly, we have to check and verify if your modem is providing internet connection. And with that, we may need a computer, okay? We will need a computer that we can use to connect directly to your modem to confirm if your modem is providing internet connection to the router. Okay, that's the way of verification if modem is working fine. And also, um,
15:00
Speaker 1
OK talking heard it. OK.
16:00
Speaker 2
Okay, well, okay, what to clarify that information? Ma'am, we cannot do reset on our sites. We only provide reset troubleshooting via the phone, and you will be the one to do it on your end. That's a hard reset on the device, ma'am, and then reconfiguration. I I trust your internet service provider that they can see that they're sending um uh internet to the line directly to your modem, but what I meant by confirming if the modem is online, why we need to connect directly to the modem is because uh your internet service provider cannot see if your modem is providing internet connection to the router. Okay? And if there is no way for us to do that, ma'am, we
16:00
Speaker 1
Yes. Yes, I do. Um, on the app? No, I
17:00
Speaker 2
[KEEP_UNCERTAIN] Okay, wait, what device you have to offer? There you have an iPad? [silence] Hey well, if that's the case, mam, [silence] can you please check if you could [silence] when you set up the router, mam, have you created a new wi-fi name?
17:00
Speaker 1
I didn't. I left it, um, should I create a new one or? I just held the button, I just hit the reset button. That's all. I didn't. I just hit the, that's what I'm saying. I just hit the reset button. That's all right.
18:00
Speaker 2
Now, no, no, no. Because you said that how did you set up the router, man? When you did the reset, how did you set it up again? Yes. After the reset, men, technically, the router reverts back to its factory default. You need to reconfigure that one then set up again. How did you set it up? is you mentioned that Okay. So technically right now so the Wi-Fi name that you that shows up on the router is the default one. Can you confirm that? Please go to the Wi-Fi settings of your, uh, iPad.
18:00
Speaker 1
so available network, then what do I do? I go to the network or what do I do? I don't see that, I, on here. I see Sky. yeah, I see that one. okay. okay, so what do I need to do? [silence]
19:00
Speaker 2
Available networks and look for the Wi-Fi name that starts with Velop setup. Can you see your your default Wi-Fi network? I mean the Wi-Fi name that you set up personally. Okay, it means that the router the reset was not successfully done. Because if it's success if the reset is successful, it means that the router should broadcast its default uh SSID. Have you tried to reboot both the router and the modem?
19:00
Speaker 1
Yes, how do I reset it correctly? Can you walk me through that? Oh, okay. Yes, ma'am. I said yes. I did. Yes, ma'am. I did.
20:00
Speaker 2
have no no uh... my question is have you tried to both reboot the router and the modem like unplug both modem and router turn them off okay can we try it one more time please turn off both the router and the modem
20:00
Speaker 1
It is. Okay. One doesn't have any identifying, no sticker, no serial or model number.
21:00
Speaker 2
okay is it done okay you power on the modem and wait for the modem to fully boot up by the way can you tell me what's the brand and model of the modem There is no brand name [silence]
21:00
Speaker 1
No, ma'am. It doesn't have anything identifying on it. No brand name, no words. Correct. One, two, three, four, five, six, and then a power outlet. Two for song, four for Ethernet. The Ethernet. Correct. I plugged it into the spot that said Ethernet. That's where I plugged it. Oh, yes. It's number one, the first one, the first one.
22:00
Speaker 2
There's no sticker at the bottom.
22:00
Speaker 1
The power on? not yet. probably just because I just plugged it back in. The broadband light just came on and the service light just came on. solid.
23:00
Speaker 2
okay. Now is there any light indicator on the the modem? about the Internet port? Okay, just wait for that. Let me know if there's any changes. Observe the light indicator, especially the Internet light of the modem. Is it flashing or solid? Okay, let's start to forward on the linksys. [silence]
23:00
Speaker 1
Uh, it has blue. Yeah, it's blue. Flashing blue.
24:00
Speaker 2
Okay. What is the light indicator of the Linksys device?
24:00
Speaker 1
And then my Ethernet light is flashing on my modem. It's going, well, now it's off. Oh, it's on again, like flashing on and off. All right. Looks like it's solid. Oh, green. Oh, now it's red. All right. Yes, it is. Well, now it's just red.
25:00
Speaker 2
opening up the preview. Now it is solid red. Is it saying solid red? Okay.
26:00
Speaker 1
Yeah, it's flashing. Um with the flashing red. and so should are you gonna unplug the ethernet and plug it back in. Yes. It was. It was already.
27:00
Speaker 2
let's see. flashing red? uh... can you try to check if the Ethernet cable is hooked up properly because flashing red means that there is a physical disconnection. it means that the router is not connected to the mod I Make sure that the cables is hooked up properly from the link in the router. just check if it's hooked up properly and to the modem. [ silence ] do not do not unplug and re-plug. just check if it's hooked up properly. just push it. [ silence ]
27:00
Speaker 1
Uh-huh. I did. The modem and the router. And they're secured in, clicked in. Yeah, they all saying they're secured where they click in and it clicks in to where it sits. They were secured in there. Nope, now it is flashing blue.
28:00
Speaker 2
Check both sides. Do you have an ex son, Ian's still flashing red
28:00
Speaker 1
Yeah, watch out. It is a green color. All correct. Yeah, so could you tell us I
29:00
Speaker 2
[silence]
29:00
Speaker 1
Connected. Let me check the internet. It says internet access. Yeah, it looks like when I unplug the ethernet cord and plugged it back in, that worked. I only have one plugged up, so that's just the only one. No, that's it. [silence]
30:00
Speaker 2
Okay. We're free to go online. Okay. How about the other node? What's the LED indicator? Can you try to check? Or try to reboot it, bring it right next to the parent node. Okay. So, now that you get your internet service, uh, you're online again, do you have any other concerns? Okay. All right. I think that, uh, the reboot, or the power cycle process that we did, ma'am, resets the issue. So next time, if this will happen again, try to turn off, [silence] turn off your modem or node.
30:00
Speaker 1
[A clipboard with the text outplays the entire audio]
31:00
Speaker 2
Just like what we did, turn off both your modem and your router, and then, um, sequence, uh, power them on in sequence. First, the modem, wait for the modem to fully boot up, which means the online power light, online light will show solid light indicator, and then you power on the router, okay? And then, if it will not work, that's the time that you will call us. And we will not need the iPod because you're back online now. Yes, ma'am. It. Ah, hey. Ah,
31:00