V2 Rubric Detail — 56614dd0-7a44-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:42
Duration
23m 58s
Contact
Victoria Rodriguez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136257
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_MR2000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall40.2% (-13.8)

V2 Grader Summary

The agent failed to resolve the connectivity issue and provided technically inaccurate information regarding router behavior and LED colors. Crucially, the agent did not use the router's web interface to verify WAN status, which is a required diagnostic step in the KB for this scenario. The call ended with the customer being directed to an external ISP activation page without any confirmation of Linksys device functionality, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to get internet after storing Velop router for ~1.5 months. Agent performed 5-press reset (solid blue LED), guided to default SSID (Linksys setup 779), but password entry redirected to Spectrum activation page. Advised to complete ISP activation. Case LTS 0-136257 created for follow-up.

Troubleshooting Steps
  • Collected customer name and attempted serial number.
  • Verified physical connections (Ethernet, power).
  • Performed 5-press reset on Velop router.
  • Checked LED status (solid blue).
  • Guided customer to connect to default Wi-Fi SSID and locate password.
  • Identified captive portal requiring Spectrum activation.
Key Observations
  • Agent correctly used the 5-press reset method for Velop devices (09:00), which is the proper escalation procedure per KB.
  • Failed to confirm the exact router model despite customer attempting to provide it (01:00), limiting targeted troubleshooting.
  • Did not verify WAN status via the router web UI (e.g., http://192.168.1.1) to confirm lack of internet or IP assignment, a critical missed step.
  • Excessive and confusing back-and-forth about cable connections (05:00–08:00) caused inefficiency and customer confusion.
  • Correctly identified that Spectrum activation was blocking internet access (18:00–19:00), based on redirect to activation portal.
Positive Highlights
  • Correctly performed the 5-press reset procedure for Velop routers (09:00), per KB documentation.
  • Accurately guided the customer to connect to the default SSID and locate the Wi-Fi password on the router label.
  • Correctly diagnosed that Spectrum activation was required based on the captive portal redirect (18:00).
  • Provided a valid case number (LTS 0-136257) and clear follow-up path for the customer.
Agent Errors / Gaps
  • Failed to capture or verify the correct product model number despite customer offering to provide it.
  • Did not check the router's WAN status in the web interface to confirm lack of internet or IP address.
  • Provided no guidance on accessing the router's web UI to verify settings or connection status.
  • Excessive and repetitive questioning about cable connections caused confusion and inefficiency (05:00–08:00).
  • Provided no concrete verification that the Spectrum activation step resolved the issue; outcome remains unconfirmed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed internet connectivity or resolved the setup issue; ended call with customer directed to activate Spectrum externally without verification.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed cable check, reset, and 5-press pairing but skipped checking WAN status in router admin UI or verifying ISP handoff beyond customer report.
R3 Partially Met Correct resolution path conf 85%
Agent attempted best-effort troubleshooting but did not determine warranty status, consider escalation, or verify if Spectrum activation was actually needed; relied on customer-side action as resolution proxy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (flashing pink light, Spectrum activation page) and asked relevant questions but failed to logically isolate whether issue was with Linksys device or Spectrum gateway.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access router admin interface (http://192.168.1.1) to check WAN status or connection details despite device showing solid blue light — a clear missed use of appropriate tool per KB.
T3 Not Met No misinformation conf 90%
Agent incorrectly claimed router was 'blocking the Wi-Fi from the modem' and mischaracterized LED behavior (solid purple after reset), which is not standard for this model per universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed interaction and provided case number but lost guidance during cable/port discussion with repeated confusion, long silences, and weak transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'Velop', 'gateway', and 'activation' without confirming understanding or simplifying for confused customer; did not adapt to caller's level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent created a case, provided case number (LTS 0-136257), and invited customer to call back — demonstrating ownership and continuity without transfer or abandonment.
O2 Partially Met Proactive follow-through conf 80%
Agent set next step (activate Spectrum, call back) and gave business hours but did not specify what success would look like or what further support would entail upon return.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue remained within L1 scope with no confirmed hardware fault or complaint trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but offered no explicit empathy for customer’s frustration or repeated technician visits; tone was procedural, not sincerely acknowledging distress.
X2 Partially Met Tone & rapport conf 80%
Agent maintained steady pace and repeated instructions but did not simplify technical concepts (e.g., activation redirect) for clearly confused customer; engagement lacked adaptive pacing.
X3 Not Met Overall experience conf 90%
Customer repeated cable descriptions and password attempts multiple times; agent could have reduced effort by directing to router label or using clearer prompts but did not streamline process.
Call Transcript36 turns · 42 lines
Speaker 1
a good one eventually. Thank you. Thank you. this. Um, yes, I've been trying with, um, Spectrum also to, get this router going and I cannot seem to set it up. It was working fine before. [silence] Nothing, I, I have no idea what happened to it, nothing happened to it that I know. The only thing we did was disconnected and it was put up in the closet for maybe about a month and a half at the longest and that's it. Yes, yes. It is, um, fine, well let's first of five, five Q U or five zero. Let me take a picture of it. Hold on just a minute. Actually, okay. It is five.
00:00
Speaker 2
What happened by the way to the router. Okay. All right. So you're trying to set up again the device so that you can use it. Is that what you're trying to do? Okay. May I know, ma'am? What's the uh serial number for the device that you have from Linkstiff? Okay. [silence]
01:00
Speaker 1
0010. Jean Guillou, 10M15, z-05229.
02:00
Speaker 2
[KEEP_UNCERTAIN] Is that letter a C ma'am for Charlotte? Okay. If I may ask, ma'am? Is this the first time you called Lincoln's? Okay, let me create first a record for you in the system. May I know your first and last name please? [silence] Sorry, how about email address? All right, give me three minutes, let me just fill in everything before we proceed and set up again your device, okay? Thank you. Ma'am, by the way, what's the light showing in the front of the link's router? [silence]
02:00
Speaker 1
Yes ma'am. The reset button in the back, hmm. Ten. OK, I just, I actually just reset it right now. I'm sorry. [silence] one, one yellow one.
04:00
Speaker 2
Did you try to reset the router instead? How did you reset the device ma'am? For how many seconds? [silence] OK. Um supposed to be if you've tried to reset the device, ma'am, it should show solid purple or pink or magenta light. However, in your case, it's flashing uh pink, so might be that we need to reset again the device. But let me just check the physical connection first. Go ahead. OK. All right, then let's give it some time. Just to double check in the physical connection, how many ethernet cables connected at the back of the linksys?
04:00
Speaker 1
yes, there's an internet cable that twists on and then it's the yellow ethernet I believe, right? the yellow one? [silence] I have one internet one ethernet and a power. [silence] um yes. you know what it's like it's that it's a white cable that's twisted on that I believe that is the one that's attached to the wall. [silence] it's a white cable. and then the internet is the one that's connected to the ethernet, the yellow one that connects to the router, right?
05:00
Speaker 2
Is it in the internet port? [silence] Okay. How about in your modem, the Spectrum, how many the Ethernet queue will connect it, the back of it? So you have two Ethernet queue will connect at the back of the modem? Okay for the internet, this is connected to the, the linksys this.
05:00
Speaker 1
Yes. Uh-huh. Which one is supposed to be connected to it? Yes. It's like the telephone, uh, connection, right? Like a telephone wire? Like, yes. I believe that's the one that it, that's the one that's connected.
06:00
Speaker 2
Okay, hold on Ma'am. there are ports labeled internet and there is a port also labeled ethernet, correct? Okay, internet port, that is the one, the wire, that should be connected to the linksys. Is that the one connected to the linksys, at the back of linksys? The one that is connected in the internet port of your spectrum? [silence] And about the ethernet port of your spectrum, where is that connected? Where is that one? [silence]
06:00
Speaker 1
[silence] Tell me again? [silence] Yes. That is connected to y'all's modem. The what is it? [silence] [silence] Please Y'all's. The link please. [silence] Um, so y'all's link is there is only
07:00
Speaker 2
for the modem that you have [silence] from [silence] box [silence] you've mentioned there is an ethernet [silence] wire or cord connected at the back of it [silence] where is this connected to [silence] what [silence] modem [silence] is that [silence] I'm sorry. [silence] uh I'm quite confused [silence] the internet, the internet wire earlier is connected to the [silence] and the ethernet wire right now is it still connected to the [silence] you have two ethernet cable at the back of the modem [silence]
07:00
Speaker 1
the yellow internet cord connected to that one. to the spectrum motor but. So then to the spectrum modem, it's labeled cable. And then there's a white wire connected to that, which that wire is connected to the wall. And then there's that internet, which says Ethernet, that's the yellow cord that's connected to the back of the Linksys. It is like a magenta color, like a pink color.
08:00
Speaker 2
then the other one the ethernet okay we'll try to cuz supposedly you will only have one ethernet cable connected at the back of your modem and that should be connected to the linksys we're gonna try to set up the device if it were what's the light showing at the linksys device in the front. [silence]
08:00
Speaker 1
1, 2, 3, 4, 5. Yes, it's blinking now. It's like a white-ish color. Okay.
09:00
Speaker 2
Can you try to click the reset button of the Velop five times, one press per one second, not too fast? Oops! Okay, just wait for it. [silence] Did the Velop blink or change light color? [silence] Okay, give it at least maximum waiting time of seven minutes, the device should turn solid blue. [silence]
09:00
Speaker 1
Okay, as of right now, it's blue.
10:00
Speaker 2
Okay. Give it some time, Ram. It's just just one minute has passed. I want to make sure it stays blue so that we can check if it has internet.
10:00
Speaker 1
To my regular Wi-Fi on my phone? Uh, how do I do that? Okay, Wi-Fi set. Okay, give me just a minute. Um, okay, I'm, I'm gonna go to settings. Mhm. Turn it on. Okay. I see links at setup 779.
12:00
Speaker 2
no to the Linksys Wi-Fi mail. Try to go to Wi-Fi settings in your phone. In your phone Uh huh and then Wi-Fi. Are you there already? And find the Linksys Wi-Fi mail. Check available network. Yes Connect to that Wi-Fi and then password is indicated at the bottom of the router. [silence]
12:00
Speaker 1
A, E A D [silence] I don't know if that's a zero or an O. I think it's an O. Three G B C [silence] it H.
13:00
Speaker 2
uh... [silence]. sorry. [silence] password is incorrect. [silence] try again, ma'am. the password is incorrect.
13:00
Speaker 1
Zero, zero, E, three G, six, E, two, four, A, eight. It says, sign in to Wi-Fi network Linksys, setup 779. Let me see where it's taking me. somewhere else. It took me, it just said, sign in to Linksys. It took me to another page and it said Spectrum activation. You're almost ready to activate your equipment. Please copy the activation website link and paste it into your device's web browser. [silence] copy link.
14:00
Speaker 2
Uh, you don't need to copy that, M, hold on. Okay, can you try to go back to your Wi-Fi settings and check the Wi-Fi name? So you have a more because you do have a modem from Spectrum. But then again, from the link, it's uh, try again to go to the Wi-Fi. Okay, Wi-Fi settings. Available network. [silence]
15:00
Speaker 1
Yes. Yes. It says, it takes me to the page where it says to activate Spectrum dot net. No ma'am. What do you mean? How would I know? I don't know.
16:00
Speaker 2
So, do you see there lots of Wi-Fi names showing? Okay. Uh, do you see there the link says Wi-Fi? Okay, can you try to click for me and tell me what does it shows after you click the Wi-Fi? Spectrum.net. So, it does not ask you to click and then put the WiFi password? You have a, uh, you have a gateway modem or a regular modem? do you have your own [silence] wi-if-ai name for your spectrum? [silence] all done.
16:00
Speaker 1
I'm going to... No, it's been, we had it, it's been on for some months already. But we just didn't use it for about a month and a half. But it was still getting paid.
18:00
Speaker 2
did, did, are you, are you or, le me just confirm ma'am, did you just recently gat your spectrum Wi, Wi, Fi, I'm, I'm sorry, the you mean the the spectrum Wi Fi, right? because uh in the system here if it will route you or if it will redirect you to activate spectrum.net meaning to say that your internet service provider spectrum requires you to activate or authenticate their internet service before you can have a full internet access granted So this page will let your modem
18:00
Speaker 1
Okay, well, I already had two spectrum, technicians come out, one yesterday and one today and everything they said is good on their end. I mean, they just keep saying that everything is good on their end, everything is good on their end.
19:00
Speaker 2
a router connect uh internet service providers also need to confirm your account or activate your service from their uh end so you need to have a pending setup with with spectrum to enable internet access uh oh mm-hm So they said that you've already activated your uh so they said that you have complete the activation process first for your for your spectrum internet service is that what you're saying now uh oh mm-hm because right now
19:00
Speaker 1
Okay. All righty. Well, let me try that. No, I'll try that because this it keeps. Um, I just don't know where to how to, it says copy link. Okay. Okay. But okay copy link. So then would I go here? Let me see. Or lc. Um. Um. Mobile. Copy.
20:00
Speaker 2
The device the Linksys Qvice is already connected to the internet. It should, it shows blue. However, you we cannot, um we cannot connect to the Linksys Wi-Fi. It's because it's blocking the Wi-Fi from the, uh from the modem down to the Linksys. So you need to activate first the Spectrum net? Mhm. We can try again. Well, we can try again right now. Okay, Mhm.
20:00
Speaker 1
copy Copy. And then go Google. Go here. And paste. Paste. Okay. Now it's saying, let me see. Spectrum-Net. [silence] Sign them to get started. Baby. [silence] is Rebecca still at work? here, caller on the phone. [silence] can you give me just a second, please? i'm on this thing for it says to. This is the one that's on houses okay Well I'm gonna go ahead and try this on this site what time do you guys close okay Well I'll go ahead and give y'all a call back repeat that again I didn't understand you okay Give it give it to me
21:00
Speaker 2
Mm-hmm. Uh, we are, uh, open until 11:00 p.m. Eastern Time, ma'am. Okay. Alright. Okay. All right. So, do you have a pen and paper? So I can also provide you your case uh number so that they will just the next representative will just open your case and you don't need to repeat yourself of what you wanted to do. <start_of_audio> Do you have a pen and paper so I can provide your your case number? All right. So, that would be [silence]
22:00
Speaker 1
okay. it's LTS 0-136257. okay. okay thank you.
23:00
Speaker 2
All right, yes, ma'am. All right, so you can always call us back ma'am, so that we can assist you if you're not able to connect yet. But then again, after you activate your account from Spectrum, you can just go back to your Wi-Fi settings connect to the Linksys Wi-Fi password is indicated in at the bottom of the router, and then automatically you can, you will have an internet okay? You're, you're welcome. You have a nice day ahead bye bye for now.
23:00