V2 Rubric Detail — 505d1ec8-69be-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:02
Duration
19m 10s
Contact
Maria Gonzalez
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.7% (+17.7)

V2 Grader Summary

The agent resolved the issue by correctly power-cycling the modem and router, restoring connectivity. While the final technical steps were accurate and effective, the troubleshooting path was disorganized, communication lacked adaptation and empathy, and customer effort was increased by repetitive questioning. Despite these flaws, ownership was maintained and the outcome was fully achieved.

V1 Case Analysis

Customer had no internet; main node red. Power-cycled modem and node; node turned solid white and internet restored.

Troubleshooting Steps
  • Asked customer to verify Wi-Fi SSID visibility
  • Guided customer through power-cycling the modem and primary node
  • Verified node LED status and confirmed internet connectivity post-reboot
Key Observations
  • Agent provided irrelevant and confusing guidance (Linux app, neighbor Wi-Fi) not aligned with KB
  • No product model, serial number, or warranty information collected despite being a troubleshooting call
  • Power-cycle instruction was correct per KB but buried in inefficient, unstructured dialogue
Positive Highlights
  • Successfully guided the customer through a KB-aligned power-cycle that restored connectivity
  • Confirmed resolution by having the customer test internet access post-reboot
Agent Errors / Gaps
  • Failed to collect product model/serial number and warranty status
  • Provided unsupported and irrelevant technical information (Linux app, neighbor Wi-Fi)
  • Lacked clear call control and empathy; instructions were fragmented and confusing

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
After power-cycling the modem and main node, the node light turned solid white and the customer confirmed internet was working on multiple devices.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent eventually performed a correct power-cycle, but initially asked irrelevant questions about 'Linux app' and 'Vllop Setup', indicating disorganized troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly pursued a hardware reset path without misusing warranty status or escalating unnecessarily for a common connectivity issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified red LED and no internet but failed to logically sequence diagnostics—jumped to Wi-Fi list checks before confirming physical connections or modem status.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; the agent used appropriate physical troubleshooting (power-cycle) that resolved the issue.
T3 Met No misinformation conf 95%
All instructions (e.g., power off both units, wait one minute, restart modem first) align with KB guidance and contain no technical inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and gave final instructions, but long silences, unclear prompts ('gesture mode'), and disorganized questioning disrupted control.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to adapt to customer confusion—repeated unclear questions and did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and stayed until the customer confirmed resolution.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps (power-cycle sequence) and a time frame ('three minutes max'), and confirmed resolution before closing.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was required or performed; the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but offered no empathy or acknowledgment of frustration—purely procedural with no emotional recognition.
X2 Partially Met Tone & rapport conf 80%
Agent continued at a steady pace but did not adjust for customer disengagement or confusion, missing opportunities to re-engage.
X3 Partially Met Overall experience conf 75%
Customer repeated Wi-Fi name multiple times due to unclear prompts, but agent ultimately resolved without unnecessary holds or steps.
Call Transcript38 turns · 39 lines
Speaker 1
[silence] Again
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 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is.
00:00
Speaker 1
Hi. I'm I don't have any internet connection and there's my node is red. The main node. Not yet. Um, what do I go? Develop. Started. No. No. Let me turn it off and turn. [silence]
01:00
Speaker 2
[silence] Did you pres the reset button? [silence] Okay. check your Wi-Fi list. If there is a Wi-Fi name Vllop Setup by going into the settings of your phone, Wi-Fi, Vellop Setup or Lens Setup Wi-Fi name. Can you still see your original Wi-Fi instead? How can you identify that it's not working? If none of your devices [silence]
01:00
Speaker 1
I think I'm connected to my phonewifi, it's not showing up. DeSancho 2
02:00
Speaker 2
Okay. You're still on the Wi-Fi list. Okay, what's the Wi-Fi name that you set up for this router? [silence]
02:00
Speaker 1
Hello? Oh, let me see. No, it's not showing up. My storage is running out of space. Did I reset it? Is that what you said?
03:00
Speaker 2
How was it? Uh-huh. No, we're checking Maria if the Wi-Fi is broadcasting. It's red right now and we're trying to check if the Wi-Fi is back to default settings. So, go ahead, check on your phone by going into the settings, Wi-Fi, check if the Wi-Fi is still available.
03:00
Speaker 1
We look at us. the latest the new CEO to scale industry. The feels of the Kingdom. Yeah, he's in a new era for his father's legacy. Creating smart weapons, advanced robotics, satellite targeting Lake partner. one day Tony Stark has changed the face of the weapons industry by securing freedom and protecting America and own interests around the globe. Can it find network? no I'm using the Wi-Fi on my phone. The settings. I'll go start. My neighbor?
04:00
Speaker 2
Hello. I think you're using the Linux app to do that. Are you using Linux app? Okay. Now, can you see your neighbor's Wi-Fi there?
04:00
Speaker 1
I see other Wi-Fi names, but not mine. I see other Wi-Fi names, but not mine. I don't know why it disappeared. Um, let me check. Can you check if the Wi-Fi is on your... Is it on? No? Is it showing up? No? Yeah.
05:00
Speaker 2
Wi-Fi name. Can you see it on the list? pardon? Can you see your Wi-Fi? Can you see your own Wi-Fi, the one that you set up before? So, it's not available to any wireless device you have. Can you
05:00
Speaker 1
Okay. Sorry. Hello?. Hello?. You hear? Me? Okay. Put that lower, suffer. No, I was talking to my brother.
06:00
Speaker 2
Pardon? [silence] Okay. [silence]
06:00
Speaker 1
I can come I kay. I'm on the phone. Hello. Should I, I check again
07:00
Speaker 2
Yes. Yeah. How was it? Can you see still your Wi-Fi? [silence]
07:00
Speaker 1
it's not showing up. it's capital D, small E, capital S, A N T I A G O 2. let me see. no ...
08:00
Speaker 2
using your phone, the one that you set up before for the Linksys, that Wi-Fi name. Let me know what's your Wi-Fi name. What's the Wi-Fi of your Linksys? I understand. Okay and that Wi-Fi name, can you see it on your phone?
08:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. [silence] Come on. She's. She's on the watch. [silence] Oh, thanks. Any of us have been in this.
09:00
Speaker 2
Okay. Since you can't see it there at all, try to switch off your ... instead, the main node, okay? Switch it off. And after that, unplug the modem. [silence] Let go only ... I mean, once it's both turned off, let's just wait for one minute max before we will turn it on.
09:00
Speaker 1
Thank you. You can leave in a moment. You want to relax? Did a minute pass? Uh,
10:00
Speaker 2
To turn on now gesture mode
10:00
Speaker 1
Okay. . I'm not going to do it. [silence] Okay.
11:00
Speaker 2
MoMoMoMoMo only the modem.
11:00
Speaker 1
[KEEP_UNCERTAIN] So, Good. I can see that. Okay. You have a phone. I'm just gonna call you back. So, you have a phone, right? I'm just gonna call you back. Your modem says, Power and online. Do I wait till it says voice too or just turn on my phone?
12:00
Speaker 2
Once your main node is fully boot up, check again your Wi-Fi list, if the, uh, the Y finding Ukraine is already broadcasting. Um, since it's alright. It's all fine.
12:00
Speaker 1
of the modem let me turn it off because i haven't turned it on because i wasn't sure if the modem was on okay it's solid blue and king blue
13:00
Speaker 2
what's the color on top? the link? oh. okay. turn it on now. okay good. i'm on setting my timer here three minutes max only. [silence]
13:00
Speaker 1
And it's blinking blue. Yeah. Thank you. Okay, now it's white. It's red. [silence]
14:00
Speaker 2
blinking blue
14:00
Speaker 1
Okay. a scheduling test. questions. This is Emma. okay. It's showing up. It says privacy warning. Okay, I'm connected, but the node is solid red.
15:00
Speaker 2
Okay, tried to connect. Mm-hmm. Just hit continue. Okay. [silence]
15:00
Speaker 1
Okay, now the node turned white. Solid white.
16:00
Speaker 2
That's okay for now. Can you try visit any website now on your phone. Okay, that's already online. What we did is to boot up sequence. It's perfect only if there's power added or something wrong with the modem and the links are router goes off immediately. I mean it change colors. It really means in theTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
16:00
Speaker 1
Yeah. Check if my, my Wi-Fi is working. Yeah. Find on find on to my Wi-Fi. It's Death Santiago 2. It's the password should tell you. If you're going to be near somebody. The password no uh what is that? Keep holding nearby to share. Sure.
17:00
Speaker 2
The internet was not working. But right now after we power cycled both units, it's steady white light now, which means it should be working. So, Acid Farmer phone try other device, check if it's also working. [silence]
17:00
Speaker 1
Connected. Asking you to, you could scroll out of the screen design. Okay. There's working. Good. Yeah, yeah, it's working. See you, yeah, yeah, yeah. Bye. Fine. okay, thank you. So for my other nodes, do I just plug them out and plug them back in and it should work? Oh yeah. Okay, that sounds good. All right.
18:00
Speaker 2
It's also working. All right. So, just in case if it happens again, you can do the boot up sequence, okay? That will allow your modem and Linksys to talk again. All right. Do you have any other concern, aside from the internet connection? Yeah. Correct. As long as you did not press the reset button, it will automatically work once it's powered on. You're welcome then. You take care. Bye for now, Maria. Bye bye.
18:00