V2 Rubric Detail — 89635c04-76df-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 13:03
Duration
5m 35s
Contact
Judith Miller
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135761
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp2.50/5
Overall24.7% (-31.3)

V2 Grader Summary

The agent failed to perform any actual troubleshooting, made a material technical error by claiming a 'solid pink' LED state (which does not exist), and declined to assist due to out-of-warranty status without providing the required best-effort support. While a next step was promised via email, the interaction lacked technical accuracy, meaningful progress, and customer ownership, leaving the issue unresolved.

V1 Case Analysis

Customer unable to reconnect WHW03 Velop node showing solid pink LED after storm. Warranty expired. Agent offered paid support and promised to email reconfiguration instructions without troubleshooting.

Troubleshooting Steps
  • Verified node LED (solid pink) indicating setup mode
  • Checked hardware warranty status
Key Observations
  • Agent correctly identified solid pink LED as setup mode (per KB: solid purple = ready for setup; likely ASR variant for 'purple')
  • No technical troubleshooting performed despite clear path in KB (e.g., modem test, reboot, 5-press pairing)
  • Premature escalation to paid support without attempting basic triage
  • Repeatedly asked for customer name and email unnecessarily
  • Failed to acknowledge customer frustration or set clear expectations
Positive Highlights
  • Correctly identified solid pink LED as setup mode (normalized from ASR 'pink' to 'purple' per KB: solid purple = ready for setup)
  • Accurately communicated warranty expiration status
  • Offered a concrete next step (email with instructions) after paid support was declined
Agent Errors / Gaps
  • Prematurely concluded no assistance could be provided due to expired warranty without attempting any technical troubleshooting (violates support policy for out-of-warranty devices)
  • Repeatedly asked for the customer's name and email after already receiving them ([03:00], [04:00], [05:00])
  • Failed to perform basic troubleshooting steps such as modem test, power cycle, or 5-press pairing despite KB availability
  • Did not verify or confirm access to modem or router web interface before offering remote session (which was not possible)
  • Poor call control — allowed customer to end call abruptly without confirmation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the connectivity issue; offered only paid support or email instructions without achieving a working state.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting performed — no modem/WAN test, no admin UI access, no reboot guidance, no LED verification beyond misidentified 'pink'.
R3 Not Met Correct resolution path conf 97%
Agent correctly identified OOW status but failed to provide best-effort free troubleshooting (e.g., reboot, check cables, verify modem) as required; instead immediately pivoted to paid service.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (device not connecting) and LED state (though incorrectly as 'pink'), and asked for model/serial, but did not pursue root cause with diagnostic questions (e.g., modem status, WAN cable, prior working state).
T2 Not Met Appropriate tools / resources used conf 96%
Agent mentioned a remote session but never initiated it; no tools (e.g., speed test, admin UI, LED reference) were used to diagnose the issue despite clear need.
T3 Not Met No misinformation conf 97%
Agent stated the main node has a 'solid pink' light and that this means 'setup mode'. Per led_mesh_system_identifier.md and velop_wifi_connectivity.md, the correct LED for setup mode is solid purple. There is no 'solid pink' state documented in the KB, making this a material technical error.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected basic info and set an expectation about warranty, but lost call control by abruptly introducing paid service without framing a troubleshooting path.
C2 Partially Met Confirmed understanding conf 90%
Agent used formal, scripted language; did not adapt to customer’s apparent frustration or simplify terminology, but communication remained functional.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined to assist due to warranty status rather than attempting best-effort troubleshooting, effectively abandoning ownership of the case.
O2 Met Proactive follow-through conf 98%
Agent clearly committed to sending step-by-step reconfiguration instructions via email within 5–10 minutes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope for L1, even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized and expressed regret, but responses were scripted and lacked personalized acknowledgment of customer’s repeated effort or frustration.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a consistent formal tone but did not adjust pace or style in response to customer’s emotional state or apparent confusion.
X3 Partially Met Overall experience conf 91%
Agent asked for email address twice, creating minor repetition; however, they did provide a clear next step (email instructions) to reduce future effort.
Call Transcript12 turns · 12 lines
Speaker 1
Hi Josh. I am trying to reconnect my Linksys system to my Internet service, and it is not working.
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 depending on your issue to hear more about please have your device serial number and contact information ready. If unavailable kindly call back later for out of warranty products paid support option may be available depending on the issue. Hi thank you for calling linksys. My name is Josh. How can I assist you today? Uh-huh.
00:00
Speaker 1
[silence]
01:00
Speaker 2
I'm sorry sir, so it's not working. I see. Got this one and I do apologize for the inconvenience. So just to verify how many links devices do you have? and may have the serial number of the main note please. Thank you so much for that one. Just to verify the model number, sorry, the serial number of the main note.
01:00
Speaker 1
Right. Yes. WH W 0 3D 2. What's the what? Oh, the light. Like a pink. Yes. I did several times and I've called my Internet provider and they tell me had a storm go through and that's what some of Spectrum's lines and
02:00
Speaker 2
Up. The main node is two zero, J for jar, two zero, M for Mike, three B for Bravo, eight for alpha, five six six three three. That correct? Thank you so much for confirming. And I also have the model number of this main node. Alright, get that one sir. And what's the light on this main node? Ah. uh. What's the light indicator indicated on the main node, like uh. Uh-huh. So it's solid pink. I see. So, that means that the the main node is on the setup mode. So you have reset this main node prior calling us, correct? Uh huh.
02:00
Speaker 1
I talked to them last. And um, their their part is fixed. And so I went through all the steps with her and uh, they checked the several things. Uh, that the modem is good. The connection is good. It's not connecting with LeekSir. Judith Miller, M-I-L-L-E-R. Judith, Judy, either way. Yeah. [silence]
03:00
Speaker 2
I see yeah for this one since the main node has been reset we might need to reconfigure the whole system however before we proceed may I have the may I have your first and last name and how do you spell your last name and just to confirm your first name is judi correct spelled as j u d i t h correct got that one so by the way sir before we proceed for the troubleshooting again I am going to send you a remote session to connect to your system
03:00
Speaker 1
15. [silence] Okay. [silence] Okay, why don't we try that first? [silence]
04:00
Speaker 2
You're not setting your expectation, regarding the hardware warranty status of the main load. So, according to here on our end, the hardware warranty status of the device has already expired. And I really do apologize, Sir, but we cannot longer provide assistance over the phone or chat for out of warranty devices. Nevertheless, all our troubleshooting articles and guides are still available on our support website. But if you really wanted to be assisted over the phone, we do have this one-time nonrefundable support that will last up to 60 minutes or an hour, but it will cost you $15. Yes, Sir. Don't want to [ ], you want to avail that paid service, because if you don't want to avail that paid service, I can actually send you a step-by-step instructions via email on how just to properly reconfigure the nodes.
04:00
Speaker 1
Judith h. Miller@yahoo.com. Okay. All right. Thank you so much, Josh. Bye-bye. [silence]
05:00
Speaker 2
Alright got that one and may I have again your email address? Uh huh all right thank you so much for that one. So again rest assured that you will be receiving the instructions via email within 5 to 10 minutes. All right, so thank you again for calling Link sister. You have a great day. You are most welcome. Bye for now.
05:00