V2 Rubric Detail — 8211bc9a-6c29-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 21:54
Duration
11m 24s
Contact
Layne Berry
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134136
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: WHW01_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall51.4% (-4.6)

V2 Grader Summary

The agent correctly handled the out-of-warranty status and provided follow-up resources, but failed to perform any diagnostic troubleshooting or use available tools to address the connectivity issue. While ownership and next steps were clear, the lack of technical engagement and minimal customer adaptation resulted in an unresolved outcome despite accurate information delivery.

V1 Case Analysis

WHW01 mesh nodes show red lights and no internet after power outage. Out of warranty. Agent offered email with self-help steps or paid support. No troubleshooting performed. Issue not resolved.

Troubleshooting Steps
  • Confirmed node LED status (red)
  • Asked about recent power outage
  • Offered self-help options (AI tool, email, paid support)
Key Observations
  • Agent misidentified the product model as RT160N (legacy EA series) instead of WHW01 Velop, which is a serious accuracy error [01:00].
  • No technical troubleshooting was performed despite clear symptoms (red LEDs, no internet) that are covered in KB articles like velop_wifi_connectivity.md and led_mesh_system_identifier.md.
  • Agent offered paid support before attempting any free troubleshooting steps, which violates best practices for out-of-warranty support.
  • Communication was fragmented, with long pauses and unclear guidance, making the call difficult to follow.
  • Agent did not guide the customer through basic steps like power cycling the system or checking the parent node's internet status.
Positive Highlights
  • Collected full customer contact information, serial number, and confirmed out-of-warranty status.
  • Clearly communicated support options including self-help and paid support.
  • Confirmed the customer's email address and committed to sending follow-up instructions.
Agent Errors / Gaps
  • Misidentified the router model as RT160N (legacy EA series) instead of WHW01 Velop, leading to potential confusion and incorrect guidance [01:00].
  • Failed to perform basic troubleshooting such as power cycling the modem and nodes, checking WAN connection, or logging into the router UI.
  • Did not reference or guide through any KB-supported steps for red LED troubleshooting (e.g., velop_wifi_connectivity.md Step 3).
  • Provided no actionable self-help steps beyond a generic email offer, despite the issue being resolvable via documented procedures.
  • Poor communication with excessive pauses, fragmented sentences, and lack of clear instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue or guide the customer through any corrective steps; only offered self-help resources and paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was performed — no power cycle, no WAN check, no login to router UI, no LED interpretation beyond stating red means no internet.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and presented valid OOW options (AI tool, video email, paid support) per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptoms (red lights, no internet) and linked them to a possible reset after power outage, but did not ask targeted diagnostic questions (e.g., WAN cable, modem status, parent node LED meaning).
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not attempt to verify router status via admin interface, remote session, or even guide customer to check WAN settings or run diagnostics.
T3 Met No misinformation conf 97%
All technical information provided was accurate: OOW status, support.linksys.com, possible reset after power outage, and default SSID naming (velo setup).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info but failed to set clear expectations; long silences, abrupt transitions, and no structured troubleshooting flow.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but did not adapt to customer confusion (e.g., repeated 'repeat that?' without rephrasing); no comprehension checks after key statements.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up email with resources.
O2 Met Proactive follow-through conf 96%
Agent clearly stated next step: email instructions within 5–10 minutes, and confirmed the email address twice.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was OOW and agent followed correct OOW protocol.
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 90%
Agent was polite but did not acknowledge customer frustration or express empathy; response about OOW was factual, not compassionate.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a neutral tone but did not adjust pace or clarity despite customer confusion and request to repeat; engagement was passive.
X3 Partially Met Overall experience conf 87%
Customer repeated model/serial/email multiple times; however, agent did reduce effort by committing to email resources instead of requiring further steps.
Call Transcript22 turns · 23 lines
Speaker 1
speech speeds. Well, I cannot get my router to connect, therefore, I had no internet.
00:00
Speaker 2
[silence] you are.
00:00
Speaker 1
no it's been working before [silence] yeah I've got the serial number are you ready it is two five F one three M three seven B one nine two seven nine yes ma'am it's really small I think it's W H W
01:00
Speaker 2
okay. Okay. Okay, so before we continue, may I ask the model number and serial number of your Linksys device? [silence] You can check that at the bottom or underneath the router. Okay. Okay, that's two 5, F for Freddy, 1 3 M for Mary, 3 7, B for Brian, 19279. Okay, how about the model number? [silence] Okay. [silence] Oh [silence] Yeah, oh, W for Whiskey, RT160N. [silence] Okay. [silence]
01:00
Speaker 1
0, 01. Sparkbox. Yes. The phone number, my phone number is 903-244-7648. It might be under my wife's name, but I'll give you mine. Last name is Barry, B-E-R-R-Y. First name is Isaac. I-S-A-A-C.
02:00
Speaker 2
okay and who's your internet service pavata? Spark light correct? right and how about your phone number, sir? um and how about your first name and last name? okay first name can you spell it, sir? okay all right, okay, exact and how about your email address?
02:00
Speaker 1
Leb. as in boy. the word strike S T R I K E. Then the number three at gmail.com. Yes. I have three right now. It's kind of like turquoise greenish I mean they're in the other rooms. I think red.
03:00
Speaker 2
Okay. [silence] and your email address is L for Larry, B for Brien and then strike number three at gmail.com. [silence] All right. And how many nodes do you have sir? [silence] And what is the color of the main node? [silence] The color of the light. Okay. [silence] And how about the parent node? [silence] Oh no, sorry, the child node? The other nodes?
03:00
Speaker 1
Let me look. yes, ma'am. that one's red. I'm pretty sure the other one is too. yes, it's red. the one that's right beside the modem is kind of a turquoise, but the other two are red. no. no. [silence] no. all right, lock.
04:00
Speaker 2
Okay, so only the child node has a red light, correct? Okay. All right. So that means, um, it is red, so they are they are not receiving internet connection. Or it could be those devices, um, like disconnected from the network, okay? But, um, if you're going to connect your computer, uh, your device, uh, still it's red, right? That means that it's not receiving internet signal in your PC, okay?
04:00
Speaker 1
I'm sorry. Can you repeat that? I tried both. Can't get it right. No, I mean, it's not even showing it connected to my TV.
05:00
Speaker 2
sir chose connected, but no internet, or you can access the internet using the parent node. [silence] Um, since the the light on your parent node or the main node is, um, what do we call this one is, um, turquoise green, um, even if you're connected to the network right now, it's not giving you internet connection. [silence] Uh-huh. [silence] Uh-huh. [silence] Um, you're, uh, have you tried it first?_check and checking it on your phone or in your computer? Did it shows connected, but no internet? [silence]
05:00
Speaker 1
[ silence ] The two that I can see are Belove setup 681 and then Bellow set up 721.
06:00
Speaker 2
So on your phone right now, if you're going to um, you're using an iPhone or an Android phone? Okay. Um on your iPhone, sure, when you go to settings, when you go to settings and then go to wi-fi and then um, what is the network name that you can see there? Hmm. Okay, that means sure um, seems like the, you have um, but um, your phone is not connected to any, um, any, um, network.
06:00
Speaker 1
Okay. The power was out in this morning. [silence]
07:00
Speaker 2
Right now, it's not connected to the velo setup, any of those velo setup, right? [silence] Okay. Because right now your links as a router is broadcasting, possibly the default settings, the default name that velo setup. [silence] Okay. That's the reason why [unclear] you lost the other nodes got disconnected, might be that the settings on the router was re-overset. Was there any power outage or could be an internet outage before you encountered this problem? [silence] Okay. So probably was affected by the power outage, the settings was reset, okay? So what we're going to do is that, sure, um, we're trying to like reconfigure the settings on your router. Okay? Especially the The main one so that the two nodes right now can connect to the internet, okay, or can be uh connect back to the network, okay? Okay. So before we do start for any trouble shooting sir, let me just inform you about the status of your WHW 01. It shows it here in our record that your router is already out of warranty and complimentary phone support is no longer available, okay? But you don't need to worry about it. We do have options for out of warranty linksys products. Our first option is you can um take full advantage of our AI tool that can be found in our website that is support.linksys.com, right? Our second option is I can send you an email um with a link to a video that you can follow how to um...
07:00
Speaker 1
Okay. If you could email those to me, that would be fine. Yeah. [silence]
09:00
Speaker 2
well the third option is our third option is i can walk you through on how to check and reconfigure the settings of your router this is our one-time non-refundable technical support that will last up to 60 minutes of troubleshooting this is up um this our paid connect service that will cost you $15. um k and once we um just in any case we find out that your device is defective after the end of the troubleshooting there will be no refund or replacement so which option would you like to proceed with sir? okay no problem k so let me again sir the network name that is found on your laptop on your phone is belop set up right right
09:00
Speaker 1
Correct. [silence] Okay. [silence] Okay. [silence] Thank you.
10:00
Speaker 2
so, the, and the, the, email is I can, send it to, um, again, that's lbstrike3@gmail.com, right? Okay. Uh, uh, right, uh, give, give me, like, around, five to ten minutes, uh, sir, after, after we'll end our, our call, okay? Um, so, that, uh, I can, can just, um, wrap up, the, um, settings, on your, um, or, the email, that I'll be sending it, to you, right? Okay. Uh, and you may also check our, website, sir, that is, support.linksys.com, again, if you want to use, also, our A-I, tool, okay? Right? So, um, uh, thank, thank you for calling Linksys, sir, um, this, this is, uh, Koda, uh, goodbye for, for now. You're welcome, sir. Um, bye. [silence] Bye. Bye. Thank you. You too. Ta-ta. Thanks for the support and friendliness. I'll take my trash on out now. Bye-bye.
10:00
Speaker 1
yes, ma'am. okay, thanks. bye. [silence]
11:00
Speaker 2
Hello, sir. I forgot to put down the phone. Just wait for the email, sir, I will send it to you once after our call. Okay? You're welcome. Goodbye.
11:00