V2 Rubric Detail — 83c02ee2-797a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:37
Duration
27m 1s
Contact
Estela Hidri
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136073
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.9% (+11.9)

V2 Grader Summary

The agent failed to resolve the issue, leaving the customer with a solid red light. A critical technical error was made by claiming the router interface is inaccessible without an internet connection, contradicting the KB's guidance on local access. Additionally, the agent failed to escalate a persistent hardware fault (solid red light after reset/5-press) to engineering as required.

V1 Case Analysis

Customer reported blinking red LED on Linksys router (WLP01) and no internet. Agent incorrectly advised 5-press reset, claimed router UI inaccessible without internet, and failed to verify modem or perform proper factory reset. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and customer name.
  • Explained blinking red LED indicates WAN loss.
  • Advised power-cycle of router.
  • Attempted reset using incorrect 5-press method.
  • Instructed to check physical cable connections.
Key Observations
  • Agent misidentified router model (WLP01 is a temporary setup node, not standard Velop).
  • Incorrectly claimed router cannot be accessed without internet - contradicts KB: local access at http://192.168.1.1 is always available.
  • Misused 5-press method as a factory reset - it is an escalation tool, not a reset procedure per KB.
  • Failed to verify modem WAN status or Ethernet cable integrity.
  • Did not perform or instruct proper factory reset (hold reset 10-15 seconds).
  • No valid closure path, escalation, or self-help provided.
Positive Highlights
  • Collected serial number and customer name correctly.
  • Correctly interpreted blinking red LED as WAN connectivity issue.
  • Guided customer through power-cycle of router.
Agent Errors / Gaps
  • Model misidentification - WLP01 is a temporary setup node, not a standard Velop model.
  • Wrong statement that router UI requires internet connectivity - local access via http://192.168.1.1 does not require internet per KB.
  • Inappropriate use of 5-press method as a reset - it is an escalation tool, not a factory reset per KB.
  • Failure to confirm modem internet status before troubleshooting.
  • No proper factory-reset instructions - correct method is hold reset 10-15 seconds per KB.
  • Incorrect guidance that default Wi-Fi settings are lost only on reset - all resets restore defaults per KB.
  • No verification of Ethernet cable or WAN port connection.
  • No concrete next-step summary, escalation, or scheduled follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The router remained offline with solid red light after reset and 5-press; no working solution was provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle, reset, and cable check but did not verify modem status or test connectivity directly to modem.
R3 Partially Met Correct resolution path conf 85%
Agent pursued reset and ISP coordination but failed to escalate despite persistent solid red light indicating likely hardware fault.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly identified blinking red LED as loss of internet and asked about ISP (Spectrum).
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin UI, logs) were used; agent relied solely on customer's verbal description.
T3 Not Met No misinformation conf 98%
Agent stated customer could not log into router due to lack of internet, contradicting KB which confirms local access via 192.168.1.1/myrouter.local does not require internet.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but placed customer on hold without explanation and failed to set clear expectations.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible terms but did not confirm understanding and overused technical phrasing.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the case but repeatedly deferred to Spectrum without exhausting all L1 options.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up commitment were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Persistent solid red light after reset and failed 5-press is a known trigger for engineering escalation per KB; no escalation was initiated.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution details were absent.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but showed minimal empathy and no acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but used a single procedural tone without adjusting for customer confusion.
X3 Partially Met Overall experience conf 80%
Customer repeated information multiple times; agent did not streamline the process.
Call Transcript46 turns · 50 lines
Speaker 1
Hi, this is Stella. I am calling. I have a router from you guys, and I just got a Wi-Fi service, a new Wi-Fi service, and I've been trying to connect it, but I'm not sure what's going on. The Wi-Fi connection says it's... [silence]
00:00
Speaker 2
[silence]
00:00
Speaker 1
All good. But I guess we have to check uh the router. Do I give you the number, the serial number? Which one? Hello. Yes. It's 26D as in Delta 1060 681276.
01:00
Speaker 2
yes, uh provide me the serial number of your linkages router. Stella, can you provide me the serial number of your linkages router? all right, I'll repeat again, the serial number is two six David for David, one zero six zero six eight one two two seven three. 16. that's correct? alright. uh, you only have one Linksys router Stella or you have other Linksys nodes? Do you have only one Linksys hardware or one Linksys product or do you have other um, Linksys router or nodes? just one. So your Linksys router is model WLP 01. And what does the color of its light on top of your Linksys velop?
01:00
Speaker 1
I don't know what that is. [smiling and laughing] wait, which color the the cable? On top of which one? Okay, yeah, it's the red light. It's blinking.
03:00
Speaker 2
Your links is water. There's an LED, or light on top of it. Can you tell me what's the color? Is it blue, red, pink, purple, white? Blink on top of the your links. It's LED on the top of that it has been built. There's an led or light emitting on top of it. On top, The router, your links' router. There's a light indicator on top of it. Okay, so, is it solid or a blinking rack.
03:00
Speaker 1
Well, uh, spectrum so it the first one that I'm trying to connect so when I called spectrum, they said to let you know that the modem from spectrum is bridge. Yeah, they said you know what that means. It's a modem what
04:00
Speaker 2
so if it's just blinking it means that it only temporarily lost its connection to your internet. May I know who's your internet service provider? Spectrum. Is it bridge? also the modem provided to you by Spectrum it's a modern router type. It's a modem router type.
04:00
Speaker 1
I don't know. I think it's just a mode that I have no idea. E-F-E-L-A. A. Yes. Yes. Yes. H-I-B-R-I. Yes.
05:00
Speaker 2
Mm-hm. All right. I will figure it out. I'll create for the record for you. Stella, may I know your full name? E-S-T-E-L-A. Stella. That's your first name. And your last name. H-I-B-R-I-F-F. H-e.a.i. a.
05:00
Speaker 1
[silence] Well, the thing is that I have a computer, but I don't have Wi-Fi to connect to. Oh, no. No, I don't.
06:00
Speaker 2
uh, no. If it's a desktop computer, you could connect it directly to your spectral modem using a wired cable, uh, internet cable. So that we can verify if there's really- uh, because uh, many, many customers have been calling uh, for no internet. And it was because there was a storm that happened. And one of their internet providers specter and their spectrum usually tell them that their internet connection is fine. But when we set up your routers.
07:00
Speaker 1
Well, I dream. Well, on the TV though. On the TV, when I try to connect, it says the signal for Wi-Fi is excellent, but it just does not connect. Yes, that's what my TV says. Thank you.
08:00
Speaker 2
it still would not be able to access internet. So to verify if there is really an internet coming from your modem, your spectrum modem, it's best to have a desktop computer connected directly to their spectrum modem so that we will know if your internet provider is telling the truth. But since you don't have, Mhm. the signal for wifi is excellent. your tv is connected to your linksys router or to your spectrum?
08:00
Speaker 1
So Spectrum does not I don't have a router with the Spectrum. I have the modem from the Spectrum and I have the router from Linksys. [silence] Yes. [silence] Yes. [silence] Yes.
09:00
Speaker 2
[silence][Gregor 2000M W4C] Yes, but you have to know, Stella, that the internet source is coming from your spectrum modem. It doesn't come from your Linksys router. Your Linksys router is only to distribute your internet to your other devices in your place. So it cannot distribute your internet if it doesn't get any source from your spectrum modem. Now, let's Now let's go to your Linksys router, since that is what I'm trained of. Your Linksys router is showing a blinking red light. It means it's not disconnected from its internet connection from your spectrum modem. Now, we can do a reset on that.
09:00
Speaker 1
default password okay that's okay that's okay and then we can create a new Wi-Fi name and password thank you
10:00
Speaker 2
If you were fine with it, we can do a reset on that, but it will revert back to its default Wi-Fi name. It will no longer be the Wi-Fi name you're using. [*silence*] The default password will also be the one that's indicated on that label on the use. [*silence*] So if we're going to do a reset, [*silence*] so we'll have to reconfigure it all, [*silence*] and it will revert back to its default [*silence*] Wi-Fi settings. [*silence*] Yeah, [*silence*] but we can set it up, but as I've said, your router is not [*silence*] liable for your internet connection because the internet comes from your modem. [*silence*]
10:00
Speaker 1
Yes, I understand that. Okay. [silence] Okay. Okay, I've plugged it in. Okay, I did. Okay, I'm connecting now.
11:00
Speaker 2
Okay, so let's wait for it to stablize. Now, let's also do that on your Linksys router. Let's unplug it, this power adapter from the power outlet and then wait. Okay, wait for 30 seconds. After 30 seconds, you plug back in the power adapter of your Linksys router to the power outlet. Okay, so we'll just have to wait for the lights of your spectrum modem to stablize and also your Linksys router. Make sure to check on the internet light indicator on your spectrum modem, if it stays solid or steady.
12:00
Speaker 1
So, it says it's online now and it's solid light. And then Linksys has the blue light. It's a solid blue, I think.
13:00
Speaker 2
Is it blinking or a solid blue? If it's a solid blue, it means your [linkswagda] is back online. So, can you check on your phone? Go to your Wi-Fi settings on your phone. And check on the list of available Wi-Fi network, if you can see your Wi-Fi name.
13:00
Speaker 1
[silence]
14:00
Speaker 2
You have to know what he said on ABC. So a blinking red actually means it's not getting any internet from your[silence]
14:00
Speaker 1
Okay, so you're saying the problem with them. Well, I don't have a computer. [silence]. Is K O B 8 0 24.
15:00
Speaker 2
reading this that by connecting a computer to your. Yeah. So you see your link is right by name. What's your Wi-Fi name you're using? So when I check on our system, your Wi-Fi name Colby 80247 the status is showing that it's offline, which means it's not getting any internet at all. So.
15:00
Speaker 1
let me, let me call optical spectrum first, but you're saying it's not getting any internet right I mean for as long as they got plugged in, they should be properly plugged right [ silence ]
16:00
Speaker 2
what we can do is to do a reset on your link status, water, and try to set it up again. And if it still doesn't work, then you will have to reset your router. Yes, because uh, your system, the status here on our system shows that your link status water is already offline. So, uh, it could be, uh, can you check on the physical cable connections of your router to your Spectrum iton if they're properly plugged. sometimes uh the internet cable could be loosened So just make sure that it's properly plugged because a while ago your linksys router show a solid blue light, right? So it means that for a while, for a minute, uh it connected, but then it turned to a blinking red. [silence] [silence] usually a blinking red means that your linksys router is not connected to your modem [silence] what we can do is uh go ahead and try to uh check it figure out the cause of why we're not seeing a connectivity on your uh modem and uh your router okay? so for now just make sure that uh the internet cable from your modem is properly uh connected to your uh linksys router [silence] while we're troubleshooting the reason why [ silence] for that problem, I am now putting you on a brief hold okay, thank you sir.
16:00
Speaker 1
Yeah. Yeah, I think all the connections are good. [silence] Yeah. It says no Internet connection. [silence]
18:00
Speaker 2
that's why we have to check the physical cable connection. [silence] [silence]
18:00
Speaker 1
Yes.
19:00
Speaker 2
do they all say no internet connection? Or can you specifically tell me if you can connect to your wifi name connected but no internet? Is that what it says? So, you see, um... when you connect to your wifi name, it tells you that it has no internet. So, what we can do is to reset your router, but to be sure that we will not revert back your wifi name to its default wifi name, uh... let's first check if there's any internet outage internet outage of your internet provider.
19:00
Speaker 1
[ silence ] [ silence ] Okay. [ silence ] [ silence ] [ silence ] [silence] Okay.
20:00
Speaker 2
[KEEP_UNCERTAIN] Okay, you want to that's good, um, press and hold the reset button on your Blink's router. Once you see that its light, it's slide goes off. You can release holding the reset button. All right. You have to press and hold the reset button and usually its light should flash brightly or then it will pulse timly three times. It will flash brightly red again until its lights will go off. Once it's off, the light
20:00
Speaker 1
o K. I did. And then it turned back on and now it's green. Yes. Should I press the button again, the reset? O.K. now it's.
21:00
Speaker 2
just go, and just wait for the light on your linksys router, to turn back on green, a solid green. Now. Yes. Can you do that again? Because usually when we do a reset on a Velop, it should turn solid purple or pink. Press and hold, once you, okay, go, let go.
21:00
Speaker 1
Now it looks kind of like like purplers. Yeah, 1
22:00
Speaker 2
Okay, that's good. Let's just wait for the light to stabilize. [silence] Does it stay solid purple?
22:00
Speaker 1
[silence] Okay, it's off. Now it's spread. Well it's solid red. [silence]
23:00
Speaker 2
All right, I need you to press the reset button again. Press it five times within five seconds. So press, release, press, release, that should be five times. And then let go. And when you press the reset button five times, the light on your to Velo should be blinking. So since, uh, it turns solid red, then it only means that your Velo, rather has no
23:00
Speaker 1
Okay, should I do it now? Yes. What? Okay. It did blink, but now it's solid red again. OK. I don't think so.
24:00
Speaker 2
They're not getting any internet connection from your modem. Uh let's give it a minute. And let's do the 5 press method again. So press the reset button five times within five seconds. Is it still uh showing a solid red light. Okay do do the five press again. Press its reset button five times and then release. Check on its light it should start blinking. Okay see? So if your node gets on internet from your starlink modem, it should turn solid blue.
24:00
Speaker 1
Okay, so how do we create the lo how do we create the logout? How do I create the login for the Wi- Fi? Okay, so in order to create the login, it has to be connected to [silence]
25:00
Speaker 2
it turned turned solid red, pardon? Okay. You cannot log in. You cannot log in because your like your developers showing a solid red light, which means it has no internet connection. It's not getting any internet from your spectrum modem. [silence] What do you mean log in? You want to [silence]
25:00
Speaker 1
The Wi-Fi Wi-Fi login that was saved on the router so that no longer exist. Okay. Okay. I'll call them.
26:00
Speaker 2
access your router settings. It will no longer be applicable because your router is not getting any internet from your Spectrum modem. We can only log into your Linksys router interface if it's connected to your Internet. Yes. or maybe you have to check or tell them to check on in your area if the pole lines are not damaged, okay? All right. And call us back again so that we we can set up again your Linksys router. Okay? All right. You're welcome. Thank you for calling Linksys, Stella. Take care. Have a great one. Bye.
26:00