V2 Rubric Detail — 50ddc332-73c5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:17
Duration
19m 23s
Contact
Elena Mirochnik
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135148
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall33.4% (-22.6)

V2 Grader Summary

The agent performed limited troubleshooting (reset, power-cycle) but failed to use diagnostic tools, did not identify the root cause, and did not offer an appropriate hardware-fault resolution such as an RMA. No clear next steps or timeline were set, and empathy was lacking, resulting in an ownership gap where the issue remained unresolved.

V1 Case Analysis

Customer reports new Linksys mesh router shows blue LED briefly then goes dark, no Wi-Fi SSID appears. Agent performed factory reset and non-standard power-cycle (unplug/replug five times). No web UI access attempted. Customer chose to return unit.

Troubleshooting Steps
  • Verified Ethernet cable was connected to the WAN port.
  • Guided customer through a factory reset (15-second reset button press).
  • Guided a repeated power-cycle (unplug/replug five times) as a recovery step.
Key Observations
  • Agent never obtained or confirmed the exact router model, which is required for accurate troubleshooting.
  • The power-cycle instructions (unplug/replug five times) are not documented in Linksys KB and likely confused the customer.
  • No verification of WAN port LED status or attempt to access the router via web UI (192.168.1.1) was made.
  • The agent did not check warranty status or offer a proper hardware-fault escalation (RMA/replacement).
  • Customer became frustrated and chose to return the device; the call ended without a technical fix.
Positive Highlights
  • Collected serial number and contact information.
  • Maintained a polite tone throughout the call.
  • Offered the customer the option to return the product when troubleshooting failed.
Agent Errors / Gaps
  • Missing model number and proper warranty lookup.
  • Provided non-KB-based power-cycle steps.
  • Did not attempt web-UI access to confirm router status.
  • Misinterpreted WAN port LED (solid yellow) as normal when it should be solid green for active link.
  • Failed to offer standard hardware-fault escalation (RMA or replacement).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call frustrated and opted to return the unit; no functional resolution or valid escalation path was achieved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed reset and power-cycle steps, but skipped critical diagnostics like checking WAN LED status, testing with direct Ethernet connection, or attempting web UI access despite the device briefly powering on.
R3 Not Met Correct resolution path conf 90%
Agent did not verify warranty status nor offer an RMA/replacement; simply suggested the customer return the product without confirming a hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (no Wi-Fi, no stable lights) and asked about Ethernet connection, but did not systematically isolate cause (e.g., power supply, modem compatibility, firmware) or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No use of diagnostic tools such as accessing http://192.168.1.1 or http://myrouter.local to check router status, despite the device showing initial power; a local web interface check was clearly needed and feasible per universal_web_browser_setup.md.
T3 Met No misinformation conf 97%
Instructions given (reset button hold, power cycling, using included cables) are factually correct per KB; no technically inaccurate advice was provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided the call with steps and hold-times, but there were long silences, unclear transitions, and the conversation drifted without a clear agenda.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to clarify key points (e.g., which outlet to use, why a longer cable helps), leading to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed troubleshooting, and did not transfer the customer elsewhere.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step timeline or follow-up was set; the only suggestion was to return the product with no schedule.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first interaction; no prior case history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
A hardware fault was likely (router never shows proper LEDs); agent did not escalate to RMA or higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; since escalation was warranted, the execution rating is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no apology or empathy; responded with procedural statements only.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pacing to the frustrated customer; the interaction remained flat and did not re-engage the caller.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat steps and was not provided with a simpler path (e.g., direct Ethernet test, immediate RMA), increasing effort.
Call Transcript30 turns · 34 lines
Speaker 1
Good morning. I just bought this uh L hazy six mesh this is a black mesh Welch six mesh system. I try to connect I tried to replace my old router, so I connected everything in as in the instructions, but when I plug Linksys into the ethernet and the power, the blue lights come comes on first, then it disappears, but there is no red light and no white light. And there is no uh and I cannot you know, I scanned the uh QR code, but I cannot connect and I don't see this particular wireless uh network on the list of the nearby networks. I don't know if there is something wrong with the with with the router, this particular router or Hello. Here's your number. Yes, sure. Okay, it's six zero C, as in cat, ONE, zero M, as in Mary, two E, as in East, zero, three, three, seven, zero. Uh, pretend, I'm ready. Zentre, first name Elena, E-L-E-N-A.
00:00
Speaker 2
Okay. Yeah, may have the serial number of that Linksys device, please. Okay, and who's your Internet service provider. What is it again?Okay. May have your first and last name, please.
02:00
Speaker 1
First name is Mira M as in Mary IROCHNIC H M as in Mary I R O C H N as in Nancy like I K first name E L as in Linda N as in Nancy A Elena E Lena M I R underscore one one six at hotmail.com Correct. Yeah, this is correct. Yeah. Yeah. Two two two. Okay. Two additional. Yeah. Yeah. Two additional.
03:00
Speaker 2
Okay. Can you spell again your first name? I didn't get that one. Okay. Ellen, okay. And lastly, your email address. m-i-r-116@hotmail.com, correct? Okay. So for this unit that you have, you have the router and two small towers, right? Or just the router? Oh. Oh. Transcript Checker V2.
03:00
Speaker 1
Small Towers. I am not, I did not place them and that's my question. I don't necessarily need them. Um the uh parental n, nod would be enough. uh so but it, but from what I read, it's, this one should work first. If I want to add those two, I will if it will not cover the entire space that I have. But for now, I just needed to see if there is any and I don't see any network and I don't see the name of this network or this particular router does not show up on the list. And there is no white light which indicates that it's not connected to the internet.
04:00
Speaker 2
All right. So, where are those two towers located right now? okay mm-hmm okay there's no light at all at the front or even at the back.
04:00
Speaker 1
The blue light comes on and then uh and then uh it it steady for less than a minute then it disappears but there is no white light or red light so there is no light it's like uh right now it's not plugged but when I was checking in I did plug. Yes there is one uh there is one 2.5 gigs internet connection and I plugged this and I plugged this into modem uh that I have. Right now I did I unplugged everything and I put my old router in because I needed internet.
05:00
Speaker 2
Check the at the back. Did you plug in the Ethernet cable to the Internet port of the router?
05:00
Speaker 1
But if you want me to, I can plug it in right now. I can plug the Linksys. Mm-hmm. Okay. Okay. Give me... Give me a moment. Okay. One moment. Okay, I plugged it in. I turn it on. There's blue light. It's still blue. Okay, now it's gone. The blue light is gone. [silence]
06:00
Speaker 2
Okay, sure, can you plug in the new router Yeah, so that we can set it up. still have to speed for it to work.
06:00
Speaker 1
Turn it on. It disappeared but there is no other light at all. Not white, not red. No. Yeah, I will It doesn't matter if I plug a cable that came with this uh with the Linksys or I plug my old cable. Correct? The cable is new cable. Well. Okay. Okay, let me try this but I don't think it's not. I like it's not long enough. That's the problem. Okay.
07:00
Speaker 2
Okay, just give it a minute. Let me know if the light will come up or not. [silence] Um, I'll suggest you use the new one, the new cables. Yeah, that came with the router. If it's not long enough, then I'll suggest you get a longer one and then just try plugging it that way.
07:00
Speaker 1
let me try but i don't think it makes to be honest with you i don't think it makes a difference but let me try. Okay i unplugged your cable. Okay it's blue light. Okay the blue light disappeared. has all the proper lights, but your link says doesn't have any light at all right now. Not red, no. Say it again. Yeah. Everything is on. So if it would not be on, if it would not be on, there would be no blue light. There is no blue light when the switch is not on. So the blue light was on, then the blue light went out, and there is no other light. Yes. The port is is solid yellow. the port, the internet port is solid yellow. [silence]
08:00
Speaker 2
Can we reset the router? Can we reset the router? And make sure like the switch, make sure it's turned on the switch at the back. Okay. Okay. Can we reset? Yes, exactly. But at the back on the light of the port, is it like blinking or solid, yellow and green? Okay. Okay, that's good. Okay, that's good. Kindly like reset the router. At the back, just press and hold the reset button for 15 seconds. Right. And on your Wi-Fi list, there are no network name linksys or the network name that you can see at the bottom of your router. Do you have do you have like a computer that we can use to connect directly to the.
09:00
Speaker 1
"Yes, I have. What do you mean? No, I cannot directly connect. The computer is connecting through Wi-Fi. It's not, it's not. It's in the... Okay, okay."
11:00
Speaker 2
The router, okay, let me just check, just a moment, I'll be right back, all right? Just give me two to three minutes, thank you so much. [silence]
11:00
Speaker 1
Yes. Yes. [silence] Five times. Okay. I unplug it. Five seconds. I plug it back in.
13:00
Speaker 2
Hello ma'am, thank you for patiently waiting. Um, we will do a recovery procedure just to double check if this router is really working fine. So at the back of your router, like the pin, the power pin for the power adapter, just unplug it, unplug it for five seconds and then plug back in, count for two seconds. Unplug again, count for five seconds, and then plug back in, count for two seconds. You will do those sets five times. Yes.
13:00
Speaker 1
I unplug it. Second time. Third. Fourth. Okay, five times. The blue light, blue light is on. all the ports for a second were blinking green and yellow. Now the blue light is gone. The ports are not except the one that is
14:00
Speaker 2
do the same. okay, then just click it. plug in in. is that blinking?
14:00
Speaker 1
It's connected through the cable and there is no red or green or white. No red, no white. There is no, uh, the Wi-Fi doesn't show up. It tells me in the instruction to scan the QR code. Let me do it again but I think that, see, when I scan QR code, uh, it initially sends me to the link and then it says unable to join the network.
15:00
Speaker 2
45:00.558 --> 45:35.038 Can you try to like unplug the router from just disconnect it from the modem and plug it into a different power?
15:00
Speaker 1
two to what do you mean to different outlets? Where do I plug this cable? If I disconnect the router from the modem it is connected by the cable which outlet do you want me to plugging this cable? You can Wait a second. The router connected to the modem through cable. There is no power outlet in my apartment that I can plug this cable in except another modem or another internet or another port. [silence]
16:00
Speaker 2
[silence]
16:00
Speaker 1
on some device I don't have the only thing I have is a regular plugs electrical plugs that I can connect to okay, you know what? That's that's fine. Let's just finish at this point. I will return the machine because it's not it's obvious that there is something wrong with this. Yeah Yeah, I just purchased it, so I will just return it because it's not worse. I don't know where you want me to plug it. You know, there is a regular plug, electrical plug. You do understand that my router connected to my modem, not through a regular plug, electrical plug. It's connected through the cable. Okay, but I did it. I did it before. Okay, now I removed it. What else?
17:00
Speaker 2
Yes, you can return the machine ma'am since it's just newly purchased, but you can return that one. Yeah, I mean you remove the cable, you disconnect the router from the modem, and then
17:00
Speaker 1
It is plugged. It is plugged to electrical outlet. Yes, the other electrical outlet, but it is not plugged by the cable, it's plugged. It was plugged before. That's when the blue light comes in, and then it disappears like it did right now. Okay. Uh no. You know what? Let's just... There's obviously something not right with that, so I'll just finish at this point. I will return it because what you are telling me absolutely not helping. Okay. It doesn't not show up. [silence] Yeah, it does not show up on the [silence] on the list but
18:00
Speaker 2
plug in the router to any other electrical outlet yes do you have like other electrical outlet just to isolation it that's are right yeah yeah okay favorite that's the last option by the way the recovery procedure but if that would still work yeah it was advised for you to return the product
18:00
Speaker 1
[silence] Oh, I am sorry. I cannot do this through the to the website. I cannot connect to uh the website and, okay, it's just I think there might be something wrong with this. Okay. Thank you. Bye-bye. Bye.
19:00
Speaker 2
hi you're welcome ma'am thank you for calling links is bye
19:00