V2 Rubric Detail — 64cb2094-793b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:05
Duration
36m 2s
Contact
Jonathan Delacruz
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135944
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall52.1% (+4.1)

V2 Grader Summary

The agent demonstrated ownership and empathy but failed to use essential diagnostic tools (router UI) and provided technically inaccurate information regarding LED colors ('solid pink'). The use of the 5-press method was potentially incorrect as the model was not verified and the context suggested an SPNMX device. The customer remained without internet, resulting in a partial resolution.

V1 Case Analysis

Customer reports main Velop node flashing red, no internet. Agent performed reset, 5-press method, swapped WAN ports, but did not verify modem connectivity via direct PC test. Advised to test with a different Ethernet cable. Ticket 135944 created.

Troubleshooting Steps
  • Reset button held until solid blue LED
  • 5-press reset/escalation method applied
  • Swapped Ethernet cable to both WAN ports on the node
  • Attempted to verify modem connectivity via customer's docking station
Key Observations
  • Agent failed to perform the primary ISP/modem direct-connect test using a PC, which is the first step in universal_isp_modem_diagnostics.md.
  • Agent incorrectly referred to the setup-mode LED as 'pink' instead of the correct 'purple' (transcript [04:00]), contradicting led_intelligent_mesh_consumer.md.
  • Agent used the 5-press method on a node already in a failure state, which is not a valid troubleshooting step for WAN detection issues.
  • Customer lacked a spare Ethernet cable, limiting isolation steps, but agent did not suggest borrowing or purchasing one as a next step.
  • Agent created a ticket and documented steps, providing a valid follow-up path.
Positive Highlights
  • Collected and recorded the node serial number accurately (transcript [05:00]).
  • Identified and communicated that the hardware warranty had expired (transcript [07:00]), setting proper expectations.
  • Created a ticket number (135944) for the customer and documented the steps taken (transcript [34:00]-[35:00]), ensuring continuity.
  • Advised the customer to test with a different Ethernet cable, which is a valid next step for isolating physical layer issues.
Agent Errors / Gaps
  • Misidentified the setup-mode LED color as 'pink' instead of 'purple' (transcript [04:00]), contradicting led_intelligent_mesh_consumer.md.
  • Failed to perform the direct modem-to-PC connectivity test as required by universal_isp_modem_diagnostics.md before proceeding with node resets.
  • Used the 5-press escalation method (transcript [06:00]) as a troubleshooting step for a WAN detection issue, which is not appropriate — the 5-press method is for diagnostic escalation, not resolving physical connectivity problems.
  • Did not confirm whether the docking station successfully established a network connection or obtained an IP address (transcript [20:00]-[22:00]), leaving modem status unverified.
  • Provided unclear and repetitive instructions, contributing to customer confusion and inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The main node remained flashing red and the customer had no internet at the end of the call; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, 5-press method, and requested a wired test, but never accessed the router UI to check WAN status or verify DHCP settings, leaving key diagnostics incomplete.
R3 Met Correct resolution path conf 85%
Agent correctly identified the hardware warranty as expired and offered continued best-effort troubleshooting (reset, cable test, 5-press), aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (flashing red light, no internet) and asked about modem reboot and ISP, but failed to logically narrow root cause beyond cable or port failure.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed the router’s web interface (192.168.1.1 or myrouter.local) to check WAN status, which is a required step in universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md.
T3 Not Met No misinformation conf 93%
Agent referred to a 'solid pink' light, which is not a valid LED state in any provided KB. Additionally, the agent applied the 5-press method without confirming the model; if the device was an SPNMX model (as suggested by the serial number format and ISP context), 5-press is explicitly unsupported per universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow but had multiple unexplained silences, did not summarize progress, and failed to set clear expectations after initial reset attempts.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language and repeated steps, but introduced confusion with 'solid pink' and did not confirm understanding after complex instructions like ipconfig.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and created a ticket for continuity, demonstrating full ownership.
O2 Partially Met Proactive follow-through conf 87%
Agent provided next steps (try new Ethernet cable, reset again) and issued a ticket number, but gave no timeline or proactive follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted as the issue was within L1 scope; agent appropriately continued troubleshooting instead of escalating prematurely.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the nature of the issue and available support paths.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent repeatedly apologized ('I do apologize for the inconvenience') and acknowledged the frustration of being on hotspot, showing consistent empathy.
X2 Partially Met Tone & rapport conf 83%
Agent maintained a polite tone but did not adjust pace or simplify language during command-line steps, leading to customer confusion.
X3 Not Met Overall experience conf 92%
Customer was asked to perform multiple resets, obtain a new Ethernet cable, and run unfamiliar command-line tools, significantly increasing effort without reducing complexity.
Call Transcript64 turns · 66 lines
Speaker 1
yes hi John my name is Jonathan and um for some reason I've I've got my uh Linksys with the three nodes connected into the um power outlets and I've got my router connected into um or I'm sorry I've got my modem connected into the router but for some reason it is not picking up the internet in my home um the modem is showing that it's working perfectly fine but every time I go to reboot [silence]
00:00
Speaker 2
Welcome to Lynksis 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.Lynksis.com for more information about your product. Hi, thank you for calling Lynksis. My name is Josh. [silence] Mm-hm.
00:00
Speaker 1
the uh, the main node um in my system it'll just flash flash flash and go two red and I've checked all the Ethernet connections.The Ethernet connections seem to be on securely, but um I can't figure out what else to do. [silence] It is Xfinity. [silence] Correct. [silence] I've restarted the modem several times and I've restarted the the router several times or the node several times. [silence] It is still showing solid red.
01:00
Speaker 2
I see got this one sir and I do apologize for the inconvenience as well uh... just to verify me I know who's your internet service provider? Xfinity. And I assume this nodes or these links to devices were working fine before correct? All right and did you already reboot or restart the modem which is the source of the internet prior calling us? And I assume the light on the main node is still showing solid red correct? I see.
01:00
Speaker 1
No, I did. I only unplugged and replugged. Did I, did I do that? Yeah. Should I try that? Yeah. So I have the Xfinity app. And when I pull it up, hold on, just a second, because I'm having to work off of my mobile hotspot right now. And my internet and my phone connection to make this is lack. So, if I go to Wi-Fi, it says you're online and it says no outages found. But it's got zero connected devices. And that's because the router is not connecting to it.
02:00
Speaker 2
and the reset buttons well on the main nodes or you didn't I see huh before we resolve it, like before we proceed further reset. Are you have a computer that can be wired directly to the modem to check if the modem is really online or has an internet connection.
02:00
Speaker 1
I think it's a now continue. Okay. Um, okay. So, um, for right now, you, you said, you said to try and restart the, uh, press the reset button on the bottom. Okay, go ahead. Okay. So, hold it down and don't, don't release it. So I'll see the solid blue light. [silence] [silence]
03:00
Speaker 2
I see. Yeah, for this one, Sir, we can try to reset and reconfigure the main node. However, if the issue persists, we really need a computer that can be wired directly to the modem for us to manually check if the modem has an internet connection. Uh-huh. Yeah, sir. So don't worry. I can walk you through on how to reset and reconfigure this main node. All right. So for reset, you may simply press and hold the reset button and do not release it until you see the solid blue light. All right. That's correct. Uh,
03:00
Speaker 1
All right. Solid blue light. Go ahead and let it go. Oh, actually, I've got a flashing blue light. Do I let it go? Serial number on the node.
04:00
Speaker 2
Yes. Please, you may now release the reset button and we will wait for its light to turn back to solid pink or purple or red for that indicates that the main node is on setup mode. So while waiting, sir, for the light on this May note, to turn back to those colors may have the serial number of this device. [silence]
04:00
Speaker 1
Okay. Here it is. It is... 20 J is in jar 2060 C is in cat 805452 no C for cat yeah there be. I'm going to say it should be 2060 C
05:00
Speaker 2
Mhm. thank you so much for that one. So let me verify again the serial number. okay. So it's 2. 0. J for jar. 2. 0. 6. 0. T for tom. 8. 0. 5. 4. 5. 2. Is that correct? T for cat. I see. All right. Got that one. And Mhm. Yeah. So it.
05:00
Speaker 1
20 Jays and jar. 2060. Seasons cat. 805452. It's the straight red. One, two, three, four, five. Yeah. It's like a, it's like a orangey color or Peach.
06:00
Speaker 2
Mm-hmm. All right, thank you so much for that, sir. And what's the light now on this main node? Solid red. So let's now reconfigure this main node using the five press setup method. So on the main node again, sir, just press the reset button five times within five seconds. So it's like press release, press release, press release. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. All right, thank you so much for that one. And is the light now on the main node starting to flash? Mm-hmm. Mm-hmm. That's fine. That means that the sorry, the main node is now transc
06:00
Speaker 1
Jonathan, J-O-N-A-T-H-N, last name is Della Cruz, D-E-L-A-C-R-U-Z. Email Address is the letter J, and then my last name Della Cruz, D-E-L-A-C-R-U-Z. The number 8-2@ Gmail.com. Correct.
07:00
Speaker 2
your [silence] modem has an internet connection. [silence] [silence] Yeah [silence] your first name and last name. [silence] Thank you so much for that one. [silence] And what about your email address? [silence] Thank you so much for that one. [silence] Scuse. Just to confirm your email address is jfjr [your] last name, which is [De la Cruz] 82@gmail.com. Correct. [silence] Thank you so much for confirming. [silence] And by the way, sir, I'm going to set your expectation regarding the hardware warranty status of your devices. [silence] So, according to here
07:00
Speaker 1
Is that right?
08:00
Speaker 2
Flow Gardener and the hardware warranty status of the device like your nodes are already expired And I really do apologize since the device since the are hardware warranty status are already expired we can no longer provide replacement for this one However rest assured that we can still provide you technical assistances in the future okay? All right so going back to to the issue uh what's the like now on the main node Solid red again correct? Flashing red. I see let's wait for one to two minutes I mean let's observe it's light for one to two minutes and however if the issue persists uh do you have a different Ethernet cable or extra Ethernet cable that we can like use to reconnect to the modem and to this main node?
08:00
Speaker 1
Oh, oh, so there is an Ethernet cable running from the modem to the main node currently. Or are you, are you wanting to, or you wanting to run the, the modem, I'm sorry, or are you trying to run the Ethernet from the, um, from the modem to the computer directly? Yes, yes, I do have that set up, yes. I do that, yeah. Yes. Yes, that's correct. Mm-hmm. [silence]
09:00
Speaker 2
[silence] All right, so yeah, that's [silence] and knows for current. [silence] I want the Linx node, like the main node will be spelled directly to the modem for now. Okay, that's great. [silence] And however, the light on the main node is still showing flashing red, correct? [silence] I see. I'm going to start your expectation if the light on the main node is flashing red, that means that it's not detecting the modem. So for us to isolate this one, do we have an extra ethernet cable that we
09:00
Speaker 1
used to...Oh, like a different ethernet cable.
10:00
Speaker 2
Yeah, like an extra, yeah, that's correct. Uh-huh. No worries, sir. And then cordless.
10:00
Speaker 1
[ Silence ] Now ethernet, I do not have. Let me go back over there and plug it in. [ Silence ]
11:00
Speaker 2
All right. I understand, sir. However, the light on the main node is still showing flashing red, right? Uh-huh.
11:00
Speaker 1
Oh, yeah. Still flashing red. What happened when you just won? Yeah. No. So what I have the only computer that I have is my work tablet. Actually, you know what? I'm sorry. Hold on. I do have a um, I have a docking station that has uh, Ethernet output IP. Yeah. Give me just a second. Let me set that up.
12:00
Speaker 2
I see. And I know how many ports this modem have. Just one. I see. I see. All right. So, uh, hmm. Sir, I just to confirm you have a computer that can be wired directly to the modem, correct? Mm-hmm. Like Ethernet adapter? Uh-huh. Uh-huh.
12:00
Speaker 1
yes my yeah my if you have a docking station that's all right I samey bear with me here that's correct yeaht w two plug directly into the wall and then one is the a regular node all right I'm going to this connect uh the modem from the node
13:00
Speaker 2
no worries, sir. Just take your time. And by the way, sir, just to confirm again, you have three linked accounts notes in total, correct? alright. Thank you so much for confirming.
13:00
Speaker 1
And I'm going to run yeah, yeah, and then I'm going to run it directly into my docking station. Give me just a moment. All right where could I see if the Ethernet cable is properly connected oh I'm sorry actually I'm sorry I've got to I'm sorry the modem still resetting because I had to move the modem and everything I'm sorry hold on if Ian, but yes, that's the setup it up that I'm going to have.
14:00
Speaker 2
Are you referring on? [silence] No worries sir. So, uh, for this one, we can check like however, I think we need to Ethernet cable for this one sir, because if possible, like the setup should be like a modem to the dog and dog to your computer is that the setup you were? Hmhm.
16:00
Speaker 1
Yeah, the USB. Yes, and they'll be the USB. [silence] [silence] Yeah, the Dell. Um, I'm the hold on with me. Uh, and then
17:00
Speaker 2
So if if that's the case, the computer or your uh laptop should still be wired directly to this dock or how is this laptop will be connected to the dock? Is it be uh the like USB C to USB A? I see. All right. And what's the model number of this dock? Sir, or yes Dock Station?
17:00
Speaker 1
I mean, it's a work computer. But yeah, it's a Dell. And, can't find a model number for it because they've gone in and changed everything to uh I guess, you know, Yeah. So how would I check this, so how would I check on the hard wired side to see if it's online?
18:00
Speaker 2
Well, I see. I understand, sure. So, yeah, since your modem is already wired directly to this docking station, and your computer is connected to the docking station. Can you check if your computer is able to get online? silence.
18:00
Speaker 1
I mean, I don't see anything blinking. Windows 11. Yes, Windows 11. No, I uh, I mean, I can try. I don't know how far it's gonna let me go. Man prop.
19:00
Speaker 2
Sorry, can you check if your modem and the Doc station, like on their ports, is there a LED or light indicator there? I [silence] Because if they do, they should be blinking. Oh, right. I see. If that's the case, don't worry, sir. If that's the case, we will manually check on your computer instead. So may I know the operating system of the computer? Like is it a Windows or is it 11? Uh, since this is a work computer, I assume you cannot like access the command prompt or CMD on this computer. Yeah.
19:00
Speaker 1
Okay, yeah, I've got yeah. I pulled up a command prompt. Uh huh. Oh, IP IP IP config. Okay, I got it. Yep. Hold on. You said IP config space, uh, you said forward slash. Uh, hold on. Let me find my. And let me find my forward slash. Okay. So IP config space, uh, forward slash, and then what else? All. Okay. And then hit enter. Okay. [silence]
20:00
Speaker 2
O.K. that's great. So on the command prompt, kindly type in "ip" like "India Papa," "config," spelled as "Sieper Charlie, yeah," "ipconfig, yeah," "ip config," yeah, "ipconfig face forward slash" and then "all" like A L L and then press Enter. [silence] All? Like A L L? And then press Enter, yes please. [silence] Alright so under, can you look.
20:00
Speaker 1
[KEEP_UNCERTAIN] Uh, no. No. Okay, so. Oh my god. All right, I'm just going to read this to you. Uh, IP config, forward slash all departs, forward slash renew adapter, release adapter, renew 6 adapter, release 6 adapter, + gloss DNS, display DNS, register DNS, show Class ID adapter.
21:00
Speaker 2
I see None. Uh, what are, what are the options you can see on the screen right now? [silence] Mm-hmm. [silence] Mm-hmm.
21:00
Speaker 1
Mm, set class ID adapter show class ID six adapter. that connection name. Yeah. There's nothing that specifically says, the only thing I see here says IP config forward slash whole release. And that says, release alla matching connections, Ethernet connection or wired, connection. That doesn't show anything. [silence]
22:00
Speaker 2
Etteras [silence] Mm-hmm. [silence] Um, right. [silence] Yeah. [silence] So, since you had like actually pointed out all that stuff [silence] like, when you said, let's say this route word 12, like, are they currently showing as media disconnected? [silence] Mm-hmm. [silence] Yeah, for this one sir. [silence] Uh,
22:00
Speaker 1
Okay.
23:00
Speaker 2
need to have a different Ethernet cable for us to isolate. However before we conclude that there's something wrong with the cable, uh, we will like plug the Ethernet cable into another port on the Linksys main node, and then we will reset again the node. If the the issue persists, like it's still flashing solid red, uh, that's the time that we might need to uh, get another Ethernet cable since we already tested the both ports on the main node, okay? and don't worry, sir, and if the issue persists, please be assured that you can just give us a call if you need further assistance regarding the main node. So for now, let's focus on like resetting this main node again. So yeah, you may now disconnect again the Dell uh keyboard and plug in the Ethernet cable from the modem into the other port now on the main node.
23:00
Speaker 1
because I gotta take the module back to Southern sign reconnected. It's going to have to restart the system. Okay. [silence]
24:00
Speaker 2
Yes, please. And kindly take your time as well.
24:00
Speaker 1
uh... You don't have to. I just reconnected the modem. So the modem's having to reset. It's uh, it's a surfboard. The Ares surfboard. [silence]
25:00
Speaker 2
Hello sir how is it going there. Got that one. By the way, just to confirm, can you also tell me the model number of this modem?
25:00
Speaker 1
And it's an SB 6190. Yeah, the main node has been plugged back into the modem. But now, like I said, I had to, I had to reconfigure some stuff. Um, the modem's been plugged in newly. So it's resetting itself really quick.
26:00
Speaker 2
speaker badly got it one.
26:00
Speaker 1
[silence]
28:00
Speaker 2
No worries, sir. And thank you so much for your patience and for this one , uh-huh. Uh-huh. Got that one. However, this time the ethernet cable is now plugged into a different port on the main node, correct? All right. So let's try again to isolate this issue for this one. So you may now restart again this main node, sir. So again, to restart, just press and hold the reset button.
28:00
Speaker 1
okay. All right, I've got a flashing blue light. Is that, okay? If my phone is able to detect what now?
29:00
Speaker 2
Yes sir, flashing blue is fine. And we will also check if your computer or phone are able to detect the default name of this menu. [silence] ah,
29:00
Speaker 1
still flashing and it just it just turned red
30:00
Speaker 2
Default wifi name of this Linksys is main node. However, for now, let's just wait for its light to turn back to solid red or purple. [ silence ] Uh hello sir, what's the light now on the main node? Still flashing blue? Okay, great. So, uh,
30:00
Speaker 1
Yes, I see it here on my phone. OK. One, two, three, four, five. OK. Yes.
31:00
Speaker 2
the computer for now, kindly check if it can detect the default name of the main node, which is underscore vloid setup, 3af. Okay, great. So let's now press the reset button again on the main node, five times within five seconds. So again, just press release, press release. and the light again on the main node started to flash, correct? Okay, great. So, again, let's observe again, it's light for 120 minutes and hopefully, it will turn to solid blue this time.
31:00
Speaker 1
[silence] That is , that's correct. They just plug in directly into a an electrical outlet. Uh-huh. Yeah, I'm sorry, say that again? Correct. Correct. Correct. They do not. Okay. So it was flashing on
32:00
Speaker 2
So just to verify, sir, the other child nodes, they're just like plug in, like they don't have their own power adapters, is that correct? I see. So those are extenders for this one. And I assume they don't have internet port as well, like on their devices. So, uh so I assume they don't have like internet port or LAN port on those devices as well. Yeah, so, all right. So, in this situation, we can only like uh isolate this main node since we don't have another device that can be swapped or yeah, replaced for this specific model. So, however, sir, again, uh let's observe the connection or light on the main node for now.
32:00
Speaker 1
orange and now it turned blue and now it turned red. [silence] flashing red. [silence] okay. [silence] I do see right here develop setup 3aS and underneath it it says internet not available. [silence] okay. [silence] good. [silence] okay. [silence] M. uh-huh. [silence]
33:00
Speaker 2
I'm sorry, sir. Is it flashing red or solid red? Flashing red. I see. All right. Let's wait for another 30 seconds or a minute, sir, just to make sure. All right. Yes, sir. So that's normal, since again, flashing red indicates that the link sys node or the main node is not detecting the modem. So, for this one, we have three possible reasons for this. The first reason is it could be possible that the port on the modem, which is the source of the internet is defective. The second one is it could be that The the third, the third option is the ports on the main node. However, since we already tested two ports, uh, it is also odd, like both ports at the same time does not work. So for this one sir uh after a minute, again, if the light on the main node is still flashing red Um I really do apologize but to further isolate this one Uh, I'm afraid we really need to buy or purchase uh another ethernet cable for us to isolate because it could be possible that the issue has something to do with a cable itself. Mhm. And don't worry, sir. Again, if the if you need further assistance uh, feel free to give us a call because rest assured that we are always happy here to assist you. And I will be also providing you a ticket number so that the next technician can easily pull out your record.
33:00
Speaker 1
Okay. Um, uh, no, give me just a second. Go ahead with the ticket number? One, three, five, nine, four, four. Okay. Okay. Okay. Sounds good. All right. Thank you. You too. Bye-bye. [silence]
35:00
Speaker 2
Are you ready? Ready to ticket number? No worries. Oh, yes. It is 1, 3, 5, 9, 44. Yes, sir. So again, if you have a new Ethernet adapter that we can uh use for further isolation, just give us a call, okay? I rest assured that there is no need for you to explain again all the steps uh, all the troubleshooting steps that we just made since I have already documented it here. All right. All right. So again, sir, I really do apologize for the inconvenience and thank you so much for calling Linksys. Have a great day. You're most welcome. Bye for now.
35:00