V2 Rubric Detail — 5a3e3c28-6e51-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:45
Duration
51m 44s
Contact
Beverly Coop
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134278
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall50.0% (+24.0)

V2 Grader Summary

The agent provided partial troubleshooting that restored internet on the customer’s phone by connecting to the default Wi-Fi network, indicating progress. However, key technical inaccuracies were made (LED meaning), foundational diagnostics skipped, and the TV connectivity issue remained unresolved. The interaction reflects a partial resolution with moderate adherence to protocol and technical accuracy.

V1 Case Analysis

Customer (WHW03) reported no internet; node LED solid red, modem LED solid amber. Agent misinterpreted LED, incorrectly described 5-press as reset, collected payment for paid support without basic troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Collected serial and model numbers
  • Misinterpreted solid red LED as requiring 5-press reset
  • Collected payment for paid support without basic WAN troubleshooting
  • Guided customer to connect to default Wi-Fi and test YouTube access
Key Observations
  • Agent misinterpreted solid red LED on WHW03 as a node fault requiring reset, when KB states it means 'No internet connection' and requires WAN-side troubleshooting.
  • Incorrectly described 5-press method as a factory reset that wipes settings (KB: 5-press is an escalation tool, not a reset).
  • Failed to perform basic WAN isolation steps (power-cycle modem, verify cable, test modem directly).
  • Pushed paid support without completing required troubleshooting for no-internet issue.
  • Customer accessed YouTube via default Wi-Fi, indicating node had internet, but agent did not recognize this clue.
Positive Highlights
  • Agent collected model and serial number early in the call [Transcript: 01:00–04:00].
  • Agent remained patient and polite throughout the call [Transcript: 39:00, 50:00].
  • Agent correctly guided customer to connect to default Wi-Fi network using credentials from the label [Transcript: 31:00–34:00].
Agent Errors / Gaps
  • Misinterpreted solid red LED on WHW03 as requiring 5-press reset, when per KB (led_intelligent_mesh_consumer.md) it means 'No internet connection' and requires checking modem, cable, and power-cycle sequence [Transcript: 20:00, 25:00].
  • Incorrectly described 5-press method as a factory reset that erases settings, when per KB (universal_5press_models.md) it is an escalation tool that does not erase configuration [Transcript: 25:00, 14:00].
  • Failed to perform basic WAN isolation steps: did not instruct customer to power-cycle modem first, check Ethernet cable, or verify modem online status [Transcript: 24:00–25:00].
  • Pushed paid support without completing required troubleshooting for no-internet issue, violating support protocol for out-of-warranty devices.
  • Did not recognize that customer accessing YouTube via default Wi-Fi (Transcript: 35:00) indicated the node had internet, contradicting the solid red LED observation and suggesting possible LED misread or deeper inconsistency.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirms phone has internet via Velop Setup network, but TV still fails to connect; agent helps establish basic connectivity but final device issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent eventually guides customer to connect phone to default Wi-Fi and verify internet access, but skips foundational steps like modem power cycle or cable check.
R3 Partially Met Correct resolution path conf 92%
Agent identifies device is out of warranty and offers paid support, which is policy-compliant, but proceeds with troubleshooting instead of outright refusal, showing best-effort intent.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent confirms modem was replaced and checks LED states, but fails to diagnose WAN connection properly or ask about ISP activation; root cause not fully identified.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent uses customer’s verbal description of LED states and Wi-Fi networks as diagnostic input, but does not leverage web UI or speed test tools despite opportunity.
T3 Partially Met No misinformation conf 94%
Agent incorrectly states solid white means setup in progress (should be purple for WHW03), but correctly identifies default SSID and guides successful phone connection.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent experiences long silences and repeats requests, but eventually structures steps for connecting phone and resetting device, maintaining basic control.
C2 Partially Met Confirmed understanding conf 87%
Agent adapts by guiding customer to find model/serial numbers and Wi-Fi credentials despite vision issues, but uses unclear terms like 'tower' and misstates LED behavior.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent initiates paid support process but continues troubleshooting rather than abandoning; owns interaction through resolution of partial connectivity.
O2 Partially Met Proactive follow-through conf 89%
Agent sets expectation that reset will restore defaults and setup is needed, but does not specify timeline or follow-up for TV issue.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case 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; agent pursued troubleshooting path after paid service agreement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expresses appreciation and patience at end, but earlier tone lacks empathy for customer’s physical effort and confusion.
X2 Partially Met Tone & rapport conf 88%
Agent adjusts pacing slightly by repeating instructions, but fails to confirm understanding when customer struggles with TV setup steps.
X3 Partially Met Overall experience conf 87%
Customer repeats information due to agent’s initial focus on payment, but agent later reduces effort by using visible Wi-Fi name and guiding direct connection.
Call Transcript78 turns · 87 lines
Speaker 1
Yes, hi. I have no Internet access. I had Spectrum out here yesterday, and he was here for over an hour, and he could not fix.
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 serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you with today?
00:00
Speaker 1
He says that it's my towel so I need assistance. For like two days now. Hello. There's no power outage. He tried and tried and tried for over an hour and he thinks it's my towers. [silence] Let me see. Uh serial number is two zero J one
01:00
Speaker 2
Once you're Unnumbered, run that we as if you've messed with concerns. Just to confirm how long have you been experiencing the issue, ma'am? Is there any power outage or internet outage happening ma'am before it disconnected? I see, right. Now, before we proceed ma'am, kindly provide the model number and the serial number of your tower, the main node, the one that is connected to your modem. All right.
01:00
Speaker 1
Well, let me try one more time. Let me try one more time. It's a 20 J 1 0 C 8 6 1 7 2.
03:00
Speaker 2
Yeah, thank you. Can you take a picture of that one, ma'am, so that you can zoom it out or zoom it in so that... I repeat. It's 2-0-J1C 8617-402. To confirm, it's 2-0-J1-0-C-8-6-1-7-3-4-02. All right, can you tell me what's the light or code?
03:00
Speaker 1
It's white. Yes. Pardon me? It doesn't come on at all. [silence] No red, no anything. It doesn't come on at all. And my Wi-Fi, my modem, it's two solid amber lights instead of the reflective ones, and the flickering ones that, you know, make it online. Yes.
05:00
Speaker 2
what's the light color of the main node, the one that is connected to your modem? a solid white. And this is for the tower, correct? tower the light color of the tower a solid white. So you already confirm that the modem is working from your internet service provider?
05:00
Speaker 1
no light at all. I I mean, I have it totally unplugged right now, but when I do plug it in, it it flashes blue for a second and then it goes away and nothing happens. Yes, absolutely. Give me just one second. Hi.
06:00
Speaker 2
I see. And the tower is no light at all. Right. Can you plug it in, ma'am, so that we could check what's the light status?
06:00
Speaker 1
Okay, it's plugged in. Okay, perfect.
07:00
Speaker 2
All right, let's wait for about two to three minutes now until that device is done starting up. There is no . Or... [silence] MX 55. [silence] It's under the Linksys. [silence] So you did not, you just unplugged it from the power source, but did not press anyFI correct? Okay, got it. One moment here. All right. So based on the information that I have here ma'am with this model number that you have industry, so knight number, [this], [device], [was], [already], [out], [of], [warranty]. [And], [for], [the], [out], [of], [warranty].
07:00
Speaker 1
a that's perfectly no that's that's perfectly fine yes ma'am okay yes i'm fine with that yes
11:00
Speaker 2
All right, to rephrase what you just said, you do apologize that you cannot provide a free troubleshooting over the phone, however, if they insist, you can provide a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but there is a payment of $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that they will do. However, if you don't want to proceed with the payment, [silence] all right, so do you want to proceed with the $[REDACTED_PAYMENT_DIGITS] payment, correct? Thank you so much. So by purchasing this fairy service, such men, you agree to a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. And if we are unable to resolve your issue or determine that your product is defective, no refund or replacement will be issued. And the paid service is for troubleshooting only, and it does not include follow-up sessions. Do you agree to this?
11:00
Speaker 1
First name is Beverly. The last name is Coop, C O O P. And my email is last-minute last, which is L A S T m i n u t e L A S S at gmail.com. Sure.
12:00
Speaker 2
Got it. All right. So before we proceed with the page, could you kindly provide your first and last name and also your email address so me to create a quick record for you? [silence] All right, let me create a quick record for you here. Please bear with me for a moment. Give me two to three minutes. Thank you so much.
12:00
Speaker 1
Ok, you're all right, just, come on, come on. Ok, come on. [silence]
13:00
Speaker 2
All right. So just to confirm also, ma'am, um, are you calling from United States? All right. and kind of funny. And also, ma'am, um, what we will do to your device is we will reset this one. And once we just set the proper expectation, once we reset your device, ma'am, it will go back to its default settings and we need, we will set it up again.
14:00
Speaker 1
Okay. Okay, perfect. [silence] first name is Beverly, last name is Coope. C O O P E. [REDACTED_CARD_NUMBER]and it's valid through [silence]
15:00
Speaker 2
and you will connect your devices manually to the a Wi-Fi again. All right. I see. Okay. So let's proceed with the payment. Then I will post the recording here in my answer that we could not capture any details with regards to your card information. Again. All right. So ma'am, let's proceed with the payment. Can you tell me what's the first and last name showing on the name on the card you'll be using. Got it. How about the card number. Good.
15:00
Speaker 1
April of 2030. 484. 90703. [silence] No worries. [silence] The light - the light went off from where, the modem or from the tower? Okay, the the tower is um it's it's There's no color. So I let go of it. I did. I did until the red went out and now there's no color. Okay. Okay. [silence] [silence]
16:00
Speaker 2
hold until the light goes off and release once the blue light is showing. from there. speaker 2 : all right. Did you already press the reset button , right? speaker 1 : I think. speaker 2 : All right, let's wait until If the light went back. And let's give it about two to three minutes . no, We-hela, Ji gona-
18:00
Speaker 1
It's a red, it's a red, but it's a dull red. It's not the bright red. It's a dull red. It is solid, but it's not quite as bright as it usually is when it's red. And my modem is still a solid amber light. No blinking, no flickering. Call the help desk. Uh, it's a dull red. It's not the bright red that it usually is, it's the dull red and my modem is not flickering. It's still solid amber.
20:00
Speaker 2
light now. [silence] Is it the solid? And it's working right? The modem is on line even though it's amber color. [silence]
20:00
Speaker 1
model number. Oh, it's so hard to see. Oh my gosh. I don't think my glasses work that well. My model number is W-H-W-0-3. Oh, I don't know.
21:00
Speaker 2
Can you tell me, ma'am, what's the model number of your modem? [noise] [silence] No, ma'am, the modem from Spectrum.
21:00
Speaker 1
I have a, uh, CM MAC number. I have a MTA MAC number. I have a serial number. I don't I don't know where the model number is. I have a number that says E. Uh, it's Spectrum. It's a oh crap. It's a Spectrum number. It's E31N2V1. I don't know if that's the model number or not. I just pulled it out the wall.
22:00
Speaker 2
And you don't know also what's the brand. Mm-hmm. Okay, that's
22:00
Speaker 1
I don't know where the the model numbers. I'm looking on the bottom and I see all of those three numbers, but none of them say they're the model. No, it's it's a square box. It's a square box. Correct. Okay, now now my uh tower is bright red like it usually is. Correct. Two amber lights. Correct. And they and they just replaced it yesterday. Mhm.
23:00
Speaker 2
Um, what's, is it like a tower type, a black tower type modem? square black dot saving. Hmm. All right. and the light status of your modem. um, you mentioned that it's an amber color, right? No blinking, just a solid amber. Is it, is it then, They just replace it. Okay.
23:00
Speaker 1
No, when it's, when it's on line, it's flickering amber. No, it's just solid amber. Yes, it's not flickering at all.
24:00
Speaker 2
All right. And is it the the light color of this modem, is it indicating that it is already online since it's solid amber because I think if it's online it should be solid blue or a solid white. And now it's just a solid white I'm in solid amber.
24:00
Speaker 1
Yes Yes and he hooked it up to all of his stuff and it works fine but when he tries to hook it up to the linksys it does not work Okay Okay One two three four five Okay now it's orange
25:00
Speaker 2
right. And this modem, is it activated already from your internet service provider or they already activated it? Mm-hmm, I see right. All right, here's the next thing you need to do Ma'am on the latest tower, kindly press the reset button five times like press release, press release for five times, not too fast and not too slow on the links tower.
25:00
Speaker 1
Okay. Okay. I'm sorry. I was trying to connect my I was trying to put my modem back up on the wall and I didn't hear anything you said. I'm sorry. Okay. Okay.
26:00
Speaker 2
Let's wait for a minute or two, man, just to confirm it will stay.
27:00
Speaker 1
Oh, my goodness. okay now the green light has gone away, it's okay, mr. neurotic. It's okay, all right. The two lights on my modem are still solid, amber, though. And I'm still waiting, there hasn't been a light yet. Okay, I have I have the green. I have the green. But my modem is still solid, amber. [silence] Okay, I'm I'm gonna run upstairs and see if I can I'm gonna run upstairs and see if I can get online as well. I have one downstairs right by the modem and then I have one upstairs in my bedroom.
28:00
Speaker 2
m, I see, uh, do you have... how about um on the server man what's the light? um we have a green, do you have alright, I'll wait regarding that one cause we will try to check if it's working if there is an internet connection coming from the modem. since you mentioned that it's solid, right? How many nodes do you have ma'am? Or how many links devices do you have? um the one in your bedroom ma'am, okay? Trans
29:00
Speaker 1
okay does it does it have to be plugged in okay well I don't have anything there to plug it into unless I unplug the main one nope I don't I the only way I could plug it in is if I unplug the main one okay I can plug it in up here in my room well I can't do that because I don't have any extra wires unless I unplug the main one
30:00
Speaker 2
uh finally grab that one and move it closer to the parent node, like about three to six feet away. Yes, it should be plugged in closer to the main one. but you don't have any extension wires or uh cause The main one uh it should be two to I mean, three to six feet away, Ma'am, for us to connect it to the network also. cause it won't work because of uh the uh
30:00
Speaker 1
Okay, well, I, I can do, I can do that after, once I'm online, I can go ahead and do that after, but let me see if I have Internet connection. Well, I have my phone. I have my phone. Okay, right, okay, well
31:00
Speaker 2
Not work, ma'am, if it's far away from the main node. You may relocate that one after we add it to the network. And you cannot unplug also. All right. Do you have any device, ma'am? Like a laptop or an iPod. Try to connect to the default Wi-Fi name of this tower. All right. So yes, can you connect your phone, ma'am, to the default Wi-Fi name of this main node? You will find the Wi-Fi name and the password under the router, it's printed on the sticker. Right.
31:00
Speaker 1
[silence] have to go back downstairs for that. Okay. Hold on. Do you want me to plug that tower in in my room before I do that? Okay, until we until we get a connection and then I can deal with that one. Okay, okay, hold on just a second. Okay, so do I go into the Linksys app to enter the that's word and all that kind of stuff. Okay, so I'm going to go into my Linksys.
32:00
Speaker 2
Mm, the tower in your room won't won't be online or connect until you connect it to the net, right? Yes. So, go to the settings on your phone and your phone and then go to the Wi-Fi. So, not on the Linksys but [silence]
32:00
Speaker 1
Oh, oh, my Wi-Fi, my. Oh, my home Wi-Fi. Okay. Okay, I have a thingy saying Velop Setup CBO. It's it says it's it says it's connected. Okay, I'm gonna go, I'm going into this. Yeah, I'm I'm gonna go into the uh, settings.
33:00
Speaker 2
on the general settings of your phone. Yeah, kindly connect to that network. Select that network, ma'am. All right, so it's already connected.
33:00
Speaker 1
the password, right? Okay, password. Okay, let me look. Oh, I've a Okay, j n K J N K F M. Okay, it's already in there. Mm-hmm. I will hold on one second.
34:00
Speaker 2
yes. [silence] all right, it's connected already. ok. can we open any application ma'am or any website and let's see if the internet is working? all right.
34:00
Speaker 1
yeah my, YouTube is working so, so why are the, why are the two thingies on my modem still solid? oh wait, one of them's, blinking I'm gonna run upstairs and see if I have YouTube on my TV just give me one second [silence]
35:00
Speaker 2
All right. Pause. I hear right.
35:00
Speaker 1
Okay. Okay, when I try to go to it on my TV, it says I'm not connected. It's wireless. It says wireless. What? Yes. [silence] Okay.
36:00
Speaker 2
Okay, just to confirm, sir, this TV, is it connected wired directly, or you connect it wireless to the Wi-Fi? All right, go to the settings on your TV, ma'am, and select, again, the VOLOP setup name, and enter the password.
36:00
Speaker 1
Okay, my uh network is not even displayed as an.Collections. Oh, yes, I do. Okay, so I'm clicking. I'm on the Microsoft Center. I just enter my password. Oh, okay. Well, I have to go get that again. Oh Lordy.
37:00
Speaker 2
Can you see a value name? Envelope. Yes. Can you select that one? Yes. You need to enter the password that is printed on the main node. The one that you input earlier.
37:00
Speaker 1
Okay, I'm heading back upstairs now to enter it. This is quite a workout. Up, down, up, down, up, down. Curse me for living in a big house.
39:00
Speaker 2
Well, no. From Galileo, we found out last week, Japan was in lockdown. I see. All right. I see.
39:00
Speaker 1
Okay, give me one second. [ silence ] OK. Yes, I just finished that and it's checking the connection right now.
40:00
Speaker 2
did you input the password already? all right.
41:00
Speaker 1
It's still spinning. It says it failed. I did, I took a picture of it and I entered it exactly as I see it. You want me to retry?
42:00
Speaker 2
Did you double check the fast radio input, ma'am, if it's the correct one? [silence] Yes, please. [silence] Select develop Wi-Fi and then input the password again.
42:00
Speaker 1
It won't even allow me now to go to the place where I can enter the password. It just goes right back to the window where it says I failed. Uh, it says, change network. You want me to do that? [silence]
43:00
Speaker 2
Can you see their um disable network or forget network man? Yes, change network.
43:00
Speaker 1
Okay. Okay, the first one that comes up is the the velope. And it goes it, it goes straight back to the screen where it says my network connection failed. Well, I tried. I went to the change network and it just goes back to the wireless screen where I can, you know, suggest where I can accept the wireless. It doesn't give me a chance to forget. And less should I go into the IP settings?
44:00
Speaker 2
All right. Select that network again and tell me, what are the options? Alright, one moment here. And there's no option for you to forget that network, right? Or to delete that network?
44:00
Speaker 1
Okay, well. Okay. Do you want me to wait for a specific amount of time or can I do it right away? Okay, and go back into the network settings. Okay. Oh just relax, you're all right. It goes right back to the screen that says I failed. [silence]
45:00
Speaker 2
Um, no Ma'am, it should be on the ID settings. Try to turn off the ARTVM and then turn it back on. You can do it right away. Yes, please.
45:00
Speaker 1
It's a Samsung, I don't know what the model number is. I would have to disconnect it from the wall in the back. it. I don't know if I'm going to be able to do that. I can see if I can pull it away. Okay. Okay. [silence]
46:00
Speaker 2
Can you tell me what's the model of your TV? What's the brand? What's the, Okay, one moment here. All right. Try to try to turn it off, ma'am. And then unplug it from the power source and then plug it back in. [silence]
46:00
Speaker 1
do I have to wait for a little while or can I do it right away? [silence] okay, so I just plugged it back in. Do I have to wait to turn my TV back on or can I do that right away?
47:00
Speaker 2
All right, so yeah, kindly plug it back in and then turn on the TV. How you can do it
47:00
Speaker 1
Okay, and now I'm assuming I'm going back into connections. It says I'm connected to the internet so let me see what happens.
48:00
Speaker 2
[silence]
48:00
Speaker 1
go into something to make sure. Yep. I'm in. Thank you so much for your time. I appreciate it and I appreciate your patience. I'll leave it in. Well, I the the Wi-Fi we usually um log into is Sally Charlie Two and that's been working forever. Is there is there a problem with that or? Sally Charlie Two.
49:00
Speaker 2
I see. I see. All right. Got it. Thank you so much. You're very much welcome. And also, if I may ask, do you want to change the Wi-Fi name and password of your Wi-Fi or do you want to leave it as it is? What is printed on the sticker. But the Wi-Fi name, the Wi-Fi name that you have right now is the default name already. Since we're really, [silence]
49:00
Speaker 1
Oh, I see. Okay. So, I need to go back and change it to what we had before. Yes, I do. I'm going up the stairs again. I don't. I don't. Can you just tell me how to do it and I can do it? [silence] No, okay. Then we'll just go ahead. We'll just go ahead and leave it as it is with the uh the C whatever. We'll leave it at that and if I want to change it later I'll call back and change it. All right, so thank you so very much. I appreciate your time and your patience.
50:00
Speaker 2
Oh, uh, reset the, uh, the, uh, uh name of your node if you want to me, do you want to do it? do you have any laptop or computer that we can use to access the Wi-Fi settings? Because it's so hard to activate using the phone. Because it might, uh.. develop. i see all, right, so, yes, ma'am, uh,
50:00
Speaker 1
No, is there some kind of survey that I can do where I can uh let them know what a wonderful job you did? All right. Well, well thank you. Yes, I do appreciate your time. You've been very patient. Thank you. All right. Have a great day. You too. Mm-mm. Bye bye. Holy.
51:00
Speaker 2
All right. Thank you so much for also, ma'am, that I'm able to assist you with your concerns. Is there anything else could assist you with other than this? Um, I cannot guarantee that one, ma'am, since the survey is random, but thank you so much for that appreciation. All right. All right. You're welcome, ma'am. Have a good one. Bye for now.
51:00