V2 Rubric Detail — 4f8cd70e-7fd0-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 22:06
Duration
42m 18s
Contact
262-488-2628
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall32.1% (+10.1)

V2 Grader Summary

The agent performed basic power-cycling and cable checks but failed to use required diagnostic tools (admin dashboard, modem test), leaving the internet unresolved. Communication lacked empathy, adaptation, and call control, while customer effort was not minimized. No critical failures triggered auto-zero, but the call ended without restoring connectivity or providing a clear path forward.

V1 Case Analysis

Customer reports no internet; parent Velop node wired to Spectrum modem, child node solid red. Modem showed intermittent power and no stable lights. Agent instructed power-cycle and use of myrouter.info (incorrect for Velop), but customer could not access router UI due to wrong URL and missing login keypad. No model/serial collected. Issue unresolved; recommend verifying modem functionality, using correct admin URL (http://myrouter.local), and collecting model details for further support.

Troubleshooting Steps
  • Power-cycled modem and parent node
  • Reconnected coaxial cable to modem
  • Attempted router UI access at myrouter.info (incorrect for Velop)
Key Observations
  • Agent used incorrect local admin URL (myrouter.info instead of myrouter.local for Velop system), rendering router access impossible and derailing troubleshooting.
  • No product model, serial number, or warranty status was collected — fundamental protocol violation for technical support calls involving hardware issues.
  • Modem LED behavior (blinking white) suggests registration failure with ISP, requiring Spectrum intervention; agent did not recognize this or escalate appropriately.
  • Customer repeatedly reported inability to bring up keypad to enter password, but agent did not troubleshoot browser/device access issues or suggest alternatives (e.g., different device, incognito mode).
Positive Highlights
  • Guided customer through proper power-cycle sequence for modem and router.
  • Checked physical connections (coaxial, power) as part of basic isolation.
Agent Errors / Gaps
  • Used incorrect router admin URL (myrouter.info instead of myrouter.local for Velop system), making router access impossible and derailing troubleshooting.
  • Failed to collect product model number, serial number, or warranty status — fundamental protocol violation for technical support calls.
  • Did not verify or correct router access method when customer reported interface issues (missing keypad), leading to wasted time.
  • Misunderstood modem LED behavior: blinking white on Spectrum modem typically indicates registration failure with ISP, not boot-up; agent did not recognize this or escalate to Spectrum.
  • Provided no valid escalation path or follow-up plan after troubleshooting failed, leaving the customer without resolution or next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still cannot log in to the router or access internet after call; modem/node lights remain problematic (red/blinking) with no confirmed resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent guided power-cycling of modem and nodes and checked cable connections, but skipped critical diagnostics (direct modem speed test, WAN status check via admin dashboard).
R3 Partially Met Correct resolution path conf 92%
Agent pursued troubleshooting but failed to escalate to ISP or recommend modem replacement when upstream failure was evident; no warranty status was discussed or used as dismissal reason.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptoms (no internet, red child node) and asked about cables/power, but did not systematically isolate root cause (e.g., no WAN speed test, no modem health verification).
T2 Not Met Appropriate tools / resources used conf 96%
Agent never used the router admin UI (myrouter.info) to check WAN status or guide a direct modem speed test — both required tools per KB for this connectivity issue.
T3 Partially Met No misinformation conf 87%
Correct basic advice (power-cycle, cable check) but gave confusing login instructions (e.g., ambiguous 'router password' prompts, failed to clarify local vs cloud access) and omitted key steps.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, abrupt transitions ('Okay, let's...' without framing), no clear expectations or summaries; agent lost control during login troubleshooting and failed to manage difficult moments.
C2 Not Met Confirmed understanding conf 88%
Agent used technical terms (myrouter.info, router password) without adapting to customer's confusion; no comprehension checks during login process, and jargon (e.g., 'coaxial cable') was not simplified.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent remained on the call, attempted troubleshooting without transferring, and honored commitments to guide through power-cycle and login steps.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (power-cycle, reconnect) but no realistic timelines or follow-up plan if steps failed; disconnected without confirming resolution or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; transcript and assessments confirm this was the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted — issue remained within L1 scope after troubleshooting attempts.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so effectiveness cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer's frustration ('I understand this is frustrating') or recognized repeated effort; responses remained transactional and solution-focused without empathy.
X2 Not Met Tone & rapport conf 90%
Agent maintained a steady pace but did not adapt communication style to customer's confusion (e.g., login struggles); no checks for comprehension, leading to repeated customer effort.
X3 Not Met Overall experience conf 88%
Customer repeated information about lights/cables and performed redundant steps (e.g., multiple login attempts); agent could have streamlined via direct admin access guidance but instead let customer struggle.
Call Transcript70 turns · 77 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. Awesome. All right. Okay. So the parent node is still wired to the modem. How about the child node? Is it connected to anything?
00:00
Speaker 2
No, it's just plug into the outlet for the connection I was using was wired, but they go upstairs and get near everything now. I'll be in route going. Okay. All right, I'm on the way.
00:00
Speaker 1
All right. Okay. All right, so to the back of the parent node, uh, there should be a cable coming from the modem, uh, that goes to the internet port to the back of the parent node.
01:00
Speaker 2
Yes. Okay. I am upstairs now.
01:00
Speaker 1
Okay. And is there another cable plugged into the back of the parent node, aside from the one that's coming from the modem? All right, okay. Let's disconnect that for now. Yeah, the non-internet. Okay. So, the Wi-Fi that you created when you set up the nodes, it's still being detected by your devices? Uh, if devices connect to it, but there's no internet access? Mhm.
02:00
Speaker 2
and there is. Yes. There's one that connects to a a stand-alone hard drive. The the non-internet one. Okay. It is now disconnected. Okay.
02:00
Speaker 1
So I already test or you did a test connection directly to the modem and it provided Internet from my right?
03:00
Speaker 2
Yes, that is the case. Yeah, at one point we did do that and we had a temporary, uh momentary connection and then the light on the, uh, [silence]
03:00
Speaker 1
Okay. Hmm. Oh. Okay. Well, here's what I suggest we do, sir. Let's turn off or let's unplug both the modem and then the parent node to turn them off. [silence]
04:00
Speaker 2
node went red. At the moment I am, my computer is logged into my router. .info.u UT uh where it was when I was speaking with the other specialist. Uh just turn them
04:00
Speaker 1
and plug them completely from the wall outlet. Okay. Alright. And the cable between the modem and then the parent node, uh just leave it connected. Okay. And then here's what we'll do next. Uh, at the back of the modem, there's this coaxial cable. Uh, right, it does have that coaxial cable.
05:00
Speaker 2
[silence] Okay. All right. Now they're all unplugged. And the light is off in the router. All right. The kids.
05:00
Speaker 1
I mean on the modem, this, what they call the spectrum modem. Okay. let's unscrew that. Coaxial. yeah. Okay. all right, that's okay. Uh, for now we just need the coaxial cable.
06:00
Speaker 2
so I have a cat five cable that's connected from the modem to from the parent from the node to the modem oh I'm sorry yes there is a coax cable connected to the wall outlet that goes down to the down screw this one okay all right that's good and then there's also a connection to our telephone
06:00
Speaker 1
unscrewed, uh, all right, now here's what you'll do next. throw back the coaxial cable, yeah, to, to the spectrum modem. Okay. Now, plaque
07:00
Speaker 2
okay, okay, okay, okay, okay, okay, okay, okay. Alright, can I have it reattached? [silence]
07:00
Speaker 1
Well, plug in just the modem, plug it in. Turn on. Yeah, only the modem. No, just leave the connection. Yeah, power on the modem. Okay, so.
08:00
Speaker 2
turn the motor back on okay so I should disconnect the router connection okay okay I should power on the modem then okay
08:00
Speaker 1
let's wait for the modem to completely boot up before we log back the parent node. Yeah. make sure both ends of the power adapters securely plugged in.
09:00
Speaker 2
and not seeing anything happening here with the muted voice both ends of what
09:00
Speaker 1
Oh, the power adapter. Is it not powering on? What's happening? Okay. Yeah, make sure the power jack to the back of it is securely plugged in, as well as the one that goes to the wall outlet. Maybe, maybe this modem has a switch you need to switch it on. Okay. [silence]
10:00
Speaker 2
So no lights are on in the motor bend? Yeah, both of them are in. Oh, hang on. See, okay, Yeah, there is a switch. Okay. I've got some lights now.
10:00
Speaker 1
All right, let's wait for it to completely boot up. How many lights should be lit up when this modem is online? Okay.
11:00
Speaker 2
And now that's interesting. The power might go off. Well, that's a reset button.
11:00
Speaker 1
All right, but how many lights are shown now? Okay. Okay. But, but earlier it was booting up, right? OK. Yeah. Yeah. Try it. [silence]
12:00
Speaker 2
Okay, it does not have an on-off switch. It has a reset switch, really none there's uh there's a excuse me, a power, uh power one and an online one. Neither one is is on. I believe so. Um, it's facing the wall so I didn't really observe it previously. So I disconnect it, turn the power off and turn it back on. All right.
12:00
Speaker 1
Okay. Maybe I need to plug it into another wall outlet. [silence]
13:00
Speaker 2
Okay, I did it and nothing is happening. I'll try it. Hang on. Oh. Oh. Oh okay no it'll it'll Switched outlets here and still, nothing's happening. Let me try one other team here. Let me try one other outlet here. Still nothing happening here with this modem.
13:00
Speaker 1
But when you initially plug it in, it did have lights, right? Okay.
16:00
Speaker 2
I don't know. Like I say, the lights were against the wall. I never paid any attention to it. I did not see them. [silence] Is it possible that the modem is the culprit here?
16:00
Speaker 1
Well, it looks like it. If it's not powering on, then we can't get the notes to go online without the Internet source. So... the spectrum modem. Okay. I... should it be steady? Uh-huh.
17:00
Speaker 2
Four, three. The, it looks like the, the online light on the modem is blinking white. Yes, the spectrum motor there. Uh, I don't think it's still booting.
17:00
Speaker 1
Still flashing.
18:00
Speaker 2
And no, it stopped flashing now. Yes. And there is nothing. I can see there That would be illuminated, and neither one is on, or if they're on, it's extremely dim.
18:00
Speaker 1
And just to be sure, you're using the power adapter that came with the modem. Do you did not somehow swap it with the apparent noise power adapter?
20:00
Speaker 2
I don't know, perhaps What's that? A white cable. the uh Uh I have a veritable snake's nest of cables I
20:00
Speaker 1
Uh are you swapping it? The power adapters.
21:00
Speaker 2
[silence] I don't know. I'm trying to find there should be an extra adapter here someplace. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. [silence].
21:00
Speaker 1
Okay. All right.
23:00
Speaker 2
All right. I'm going to try a different uh, power thing here. On the modem here. Does a router come with a white cable? they may have that and switch that I've put the other are table on to the mood and still nothing is happy Okay, I just put the white cable back into the modem and it's come on here with a blue light. Now, now the white is
23:00
Speaker 1
uh no that's okay so this is the spectrum modem right uh so hold on so you plug back the parent node.
25:00
Speaker 2
Uh, it was all right. Well, now it's blinking blue. Should I disconnect it again? Uh. Yeah, the spectrum modem is not doing anything now. Do I need to replace that, it looks like? Uh. The error message is, uh,
25:00
Speaker 1
Okay. So, the modem is off. I mean, no lights. Okay. I know. If you reset the modem, there's no way for me to assist you on how to set it up again, because that's from a different brand. [silence]
26:00
Speaker 2
powered up and connected to, connected to the, uh internet modem. It's, it's plugged in but there's no lights to it. I mean there are no lights on, if I press the reset button, do I need to hold it or anything like that? Okay. Okay. Well, I mean it's, it's acting like it's, uh, it's, uh, dead.
26:00
Speaker 1
So this modem, does it have its own Wi-Fi? Okay. All right. But then the parent node is still wired to the modem. Okay.
27:00
Speaker 2
out commission. Just a second. I'm going to ask my wife if the TV is still working. It's got two connections. It has a TV and a Wi-Fi two. Is the TV on? Okay. Thanks. Okay, so the cable modem is working, but the internet component is not. Yes. it is. And now it's got a white light.
27:00
Speaker 1
about the child note. Yeah. Is it flashing? All right, uh, unplug it and then bring it close to the perineal node, then plug it there. Yeah. Yeah.
28:00
Speaker 2
Hey, that's downstairs, so I'm going to stay come up. I got the phone with me, so we can stay in touch here. Okay. The child node has a red light. No, it's solid. Can you bring it up, put it upstairs with the other one? Okay.
28:00
Speaker 1
Okay. The parent node, does it still have a white light? Okay. A couple of folks just a All right. Alright, let's see if it'll go, go white as well just like the other nodes. Do you have the linksys app? On your phone? Okay. Is your phone connected to the Wi-Fi coming out of the nodes?
29:00
Speaker 2
no, the child one is a blinking blue. Yeah, that's what I'm hoping to see here. On the phone, yes. Yes. [silence]
30:00
Speaker 1
the flashing light on that child node. Okay. Let's give it two more minutes. Okay. Let's open open the link to that.
31:00
Speaker 2
Okay, a child node just went red. Okay. Okay, and yes, my phone, uh, does have, I can get to the internet on it. Okay. As it's looking for routers, wants me to log in with the router password. Mhm. Have to get the key. Trying to get the keypad to come up here so I can do that.
31:00
Speaker 1
What do you mean by, "Did it log you in?" Okay. The error message is, uh-huh,
33:00
Speaker 2
No, I can't get a, uh, get the keypad to come up unless the router, looking for routers. No, uh, but when I tap tap the, uh, router password box, I don't get a keypad. Now, I don't know. Uh, how do you do this? How do I do this on my PC? It's still...
33:00
Speaker 1
i know that's okay so on your computer are you on the main page like it shows uh the network status okay yes so that's on the computer browser it's asking for the email and password and also just the password
34:00
Speaker 2
I'm connected to my router. So should I shut that down? It says log in, email, not in email, and router passwords, and then there's a gray box for me to put in my email address in. I have no idea. Well, it says it's... Okay.
34:00
Speaker 1
But, you know, the password, right? So – I'm gonna try and log in. [silence] The cookies are paid, are you – is it logged in or it's still Chana? Yes. [silence] Okay. [silence] I'll try to log into the computer, but I see the message, packing please wait or doing this while you 'Draw the work prompt that ha done. [silence] The cmli color's all right. [silence] If I hit Accept Continue, I think I'm supposed to – [silence] – it will be said in the backup. [silence] The information will be empty, or it'll mess up the system, since I don't have any experience.
35:00
Speaker 2
Is it wants the password? It wants, when it comes up, it says, you know, even email is in bold type, router, password, it's got a, it says router password on a gray bar, but I can't get the keypad to come up anything to allow for me to input anything.
35:00
Speaker 1
Okay, and then below that, there's an option that says, 'for local access, click here.' [silence]
36:00
Speaker 2
Email address and password. No, there's ... Let me try to access here with the ... Oh, I didn't like the email address. I used my Yahoo email.
36:00
Speaker 1
So, what was the address you used to reach this page? Okay. Going back to the child node, what's the behavior of the light on top of it? Is it not flashing?
37:00
Speaker 2
[silence] Oh. It's says my router.info but that's not the original. Um I'm [silence] shutting everything down here. [silence] It it it is still red. [silence] No. and it's not can it is it
37:00
Speaker 1
Okay. Alright, let's try to fix the log in to the interface and on onto the app. So, you've entered my router.info. You're on the page where it's asking for the email and fast... okay, it's just the router password.
38:00
Speaker 2
just has the power on that's the only connection that I've got is is a power connection if you know it's just sitting here red and get buck okay now on the phone. Yeah, I just initiated the Lynksis app again. And it wants email and password, email and router password. Well, there are two bars. One says
38:00
Speaker 1
yes No, No, sir. No, uh tap on the one that says router password. Okay. let's go let's forget the links is that on your phone? Let's go back to your computer. If there's any audio, you could just take your phone and put it next to the computer so you could hear the instructions. And you could tap on the phone while you're listening on the computer with headphones. So just take your phone and tap on the phone with your finger so God approves.
39:00
Speaker 2
The connecting to the internet while the other says use your router password and I would think I'd have to enter an email address first and then the router password, but just do a it. Okay. now I can't the hit and I'm not able to get anything. It doesn't bring up the the keypad to uh enter. Okay.
39:00
Speaker 1
Okay, open the browser. Then log on to my router.info. [silence]
40:00
Speaker 2
Now, all right. I don't have anything then. I've got a set from scratch. Okay.
40:00
Speaker 1
[silence] Well, we don't need the app on the computer. That's a different thing. That only works on an on a phone [incomprehensible]. So what we need is a browser on your computer. We need to open it. And then we need to log on to myrouter.info. So, what does it show you? [silence]
41:00
Speaker 2
I don't have the app on my computer. Okay, all right. Okay, I've done that.
41:00