V2 Rubric Detail — 61df21ca-7bdc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:23
Duration
8m 44s
Contact
Ann Hayman
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00136611
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

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
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.1% (+11.1)

V2 Grader Summary

The agent failed to resolve the solid-red parent node issue by skipping critical diagnostics (WAN cable check, modem speed test) and misfocusing on Wi-Fi SSID questions. While the modem power-cycle advice was correct, the lack of tool use and logical diagnostic flow led to an unresolved case without escalation. Communication showed partial ownership but lacked empathy and clear next steps.

V1 Case Analysis

Customer reports solid red LEDs on all Velop nodes; no Wi-Fi broadcast. Agent did not collect model/serial, skipped standard troubleshooting, provided incorrect guidance, and ended call without resolution.

Troubleshooting Steps
  • Asked customer to look for 'Velop Setup' Wi-Fi SSID (incorrect guidance for existing setup)
  • Requested Wi-Fi network name and login credentials
  • Advised unplugging modem for 30 seconds (contradicted ISP guidance)
Key Observations
  • Agent did not collect product model or serial number (critical protocol failure).
  • Agent skipped standard LED-status check and modem-direct connectivity test (Step 2 of velop_wifi_connectivity.md).
  • Agent incorrectly instructed customer to look for 'Velop Setup' SSID, which is only relevant during initial setup, not for recovery from solid red LEDs (KB: velop_router_setup.md Part 1).
  • Agent advised unplugging the modem despite customer stating ISP warned against it due to fiber service (transcript [08:00]).
  • Agent did not interpret solid red LED correctly – per KB (led_intelligent_mesh_consumer.md Path C), this indicates no internet, requiring modem test and power-cycle, not a search for setup SSID.
  • Call ended abruptly without confirming resolution or providing concrete next steps (no escalation, KB article, or follow-up).
Positive Highlights
  • Agent used polite greeting and identified herself by name (transcript [01:00]).
Agent Errors / Gaps
  • Did not collect required product information (model, serial, warranty) – critical protocol failure.
  • Did not follow Velop troubleshooting flow: skipped LED check, modem test, and proper power-cycle sequence (KB: velop_wifi_connectivity.md).
  • Provided incorrect guidance about checking for 'Velop Setup' Wi-Fi network, which is irrelevant for an existing setup with solid red LEDs.
  • Failed to verify solid red LED meaning and suggest appropriate reset or modem test.
  • Instructed customer to unplug modem against ISP guidance, risking service disruption.
  • Did not escalate or provide any self-help path (e.g., KB article) after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; the parent node remained with a solid red light and no connectivity was restored by the end of the call.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent initiated a power cycle of the modem (a relevant step per KB), but skipped essential checks like WAN cable connection and direct modem speed test.
R3 Partially Met Correct resolution path conf 90%
Agent attempted a reasonable path (modem power cycle) but failed to verify internet at the modem first or assess firmware status, indicating incomplete alignment with best-practice resolution flow.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the symptom (solid red LED) but failed to follow a logical diagnostic process, focusing on irrelevant Wi-Fi SSID questions instead of WAN/modem checks as required by VELOP_WIFI_CONNECTIVITY.md.
T2 Not Met Appropriate tools / resources used conf 94%
Agent failed to use necessary tools (router admin interface, modem speed test) that were clearly required for a solid red LED scenario per KB guidance.
T3 Partially Met No misinformation conf 93%
Instruction to power-cycle the modem for 30 seconds was technically correct per KB, but focus on 'Velop Setup' SSID was irrelevant and misleading for a node with solid red LED.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent directed a specific action (unplug modem) but had long silences, failed to frame the interaction clearly, and did not manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 87%
Agent used terms like 'Velop Setup' without confirming understanding, but did adapt slightly by asking for the customer’s current Wi-Fi name; communication was flawed but not entirely ineffective.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the case and attempted a fix (modem restart), showing some ownership, but did not take full responsibility by failing to escalate or commit to further support.
O2 Partially Met Proactive follow-through conf 89%
Agent provided one next step (unplug modem for 30 seconds), but did not set a clear timeline for follow-up or confirm reconnection success, leaving expectations incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted due to unresolved hardware-like symptoms after basic troubleshooting, but agent failed to escalate despite the issue remaining unresolved.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred on this touch, and none was warranted beyond the agent's failure to act (E1 Not Met).
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained polite and did not become impatient, but showed no empathy or acknowledgment of the customer’s frustration as a long-time user with seven affected nodes.
X2 Partially Met Tone & rapport conf 85%
Agent continued the interaction despite customer confusion and attempted to guide them, though tone and pacing could have been better adapted to the emotional state.
X3 Partially Met Overall experience conf 84%
Customer repeated information about Wi-Fi name and login, increasing effort, but agent avoided unnecessary steps like factory reset or multiple reboots beyond the modem cycle.
Call Transcript18 turns · 18 lines
Speaker 1
Yes, hi. I am a long time Lynx's customer and I have seven nodes in my house. And we just upgraded
00:00
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, this is May speaking, one of the technicians here from Linksys. How can I help you?
00:00
Speaker 1
my links is it mother node and by extension I the other boxes will not connect it has a red light I have unplugged it I've restarted it I've tried everything that I have learned over the years using the Velop system and it will not it will not connect. No, by extension all of them because the mother node is the one that continues with the signal to all the other nodes. I hope. Solid red red. Yes. Guys. Yes.
01:00
Speaker 2
So, just... only one? That is off. So, the main node, the LED indicator is solid what color? Did you press its reset button prior calling us?
01:00
Speaker 1
um, hold on. I'm just going to get um uh, I don't know if it's the whatever it is that you say it is but it used to be that, you know, if it disconnected, it would just reconnect. The network name and password hasn't changed. It's just the speed has changed. Okay. Okay, Wi-Fi.
02:00
Speaker 2
Okay. Check your Wi-Fi list if the Wi-Fi now broadcasting as the default, which is Vellop Setup. [silence] Uh-huh. Go to the settings of your phone instead, go to wi-fi. And can you see their Vellop Setup wi-fi name? [silence]
02:00
Speaker 1
Nope. Nope. No, I have Wi-Fi to my phone from AT&T. No, you ask me for the Vlog. It was Xfinity. No, the Wi-Fi that's broadcasting right now is the one that the AT&T activated today.
03:00
Speaker 2
M um. can you see your original Wi-Fi broadcasting. so you mean to say the the Wi-Fi is not broadcasting at all. that's why I'm asking. And yeah, for develop, what was the Wi-Fi name that you used to have for develop? I'm confused. Xfinity is a separate connection. Our linksys can uh broadcast its own Wi-Fi. Are you saying that the Wi-Fi name it's broadcasting the whole time is the uh um Xfinity? um Wi-Fi?
03:00
Speaker 1
But my VLop mesh system is not connecting to it. The VLop node has a red light and as does all the other nodes. So my system is not broadcast or since the mother node can't capture the, somehow, the signal from, and it's connected directly with an Ethernet cable. Excellent. So my, are you asking for my personal Wi-Fi name, network name? Oh, for the
04:00
Speaker 2
Mm-hmm. Mm-hmm. It's weird. Yeah, but what's the wifi name? Can you tell me, if it's okay with you? What's the wifi name that I -- our link says? For links. Yeah, for links. [silence]
04:00
Speaker 1
so the links is the links is name. Okay, that I have on links s. Let's see here. I have to look it up because I it, so the login is my email address and then it has a password. Is that what you want? Okay. Yes, okay, so I only I see I see so, I have an iPhone. So, when I open my what my wifi on my iPhone, it gives
05:00
Speaker 2
I'm not that one so I might find names as I'm trying to check right now if your Wi-Fi is still the same or if it's back to default settings especially the reset button was pressed I think it was not since you said that they are no val up setup you can see on the list right no Velop setup.
05:00
Speaker 1
The Wi-Fi is on and then my network name is hymevan network, and it's the full bars, it's all, you know, it's perfect. But the light on the W-Lap is red. So unless I sit right by the modem or the device that AT&T provided for me to access the internet, that that works fine, as long as I sit close to the modem, if you want to call it that. [silence]
06:00
Speaker 2
uh-huh. [silence] All right, so for this main node that is still staying solid red, there's a switch underneath it.
06:00
Speaker 1
Okay, let me I have to get up on a ladder. And out there. No, it's not in the ceiling, so I'll it's still plugged in. So I'll switch switch it off. Okay, so now it's off. It may long just it stay off? No, I no, I can't unplug the modem. That's one thing that they told me never unplug the modem. I can unplug the they said never unplug the modem. I can go and
07:00
Speaker 2
So just switch it off. is is it on the ceiling? So uh just leave it off right now and I need you to unplug the modem for at least 30 seconds before turning it back on. because it needs to be Uh-huh
07:00
Speaker 1
It will take a long time for it to get back on. They said to me, you don't ever have to unplug this device. This is fiber optics.
08:00
Speaker 2
mhm they're thinking once it's unplugged it will take time to reboot the modem hello um, hello
08:00