V2 Rubric Detail — 8ba1dc50-74b6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:04
Duration
7m 21s
Contact
Sheldon Greenspan
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135385
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected_MX4200

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-28.5)

V2 Grader Summary

The issue remained unresolved as the agent provided only a generic power-cycle step, performed no meaningful troubleshooting, and failed to escalate or guide further diagnostics despite customer being on-site. The agent avoided ownership, offered no empathy, and ended the call abruptly due to office hours, leaving the customer to call back without resolution or clear next steps.

V1 Case Analysis

Customer reports one Velop node in a third building shows solid blue LED and hardwired in app but Wi-Fi will not connect. Agent advised power-cycling the node and suggested full system reboot, but did not collect model number, verify fix, or schedule follow-up. Call ended abruptly without resolution.

Troubleshooting Steps
  • Confirmed solid blue LED on problematic node.
  • Advised power-cycle of the node (unplug for ~2 minutes then reconnect).
  • Mentioned full system reboot as a potential next step.
Key Observations
  • Agent failed to collect the product model number despite having the serial number (38U10M33B49463) at [01:00].
  • No verification of warranty status or support eligibility.
  • Call ended abruptly at [07:00] without scheduling a callback or providing next steps, despite customer asking about support hours.
  • No case number created or recorded.
  • Only one troubleshooting step (power-cycle) provided, with no validation of outcome.
Positive Highlights
  • Confirmed the node's LED status was solid blue, correctly interpreting it as online per KB (velop_wifi_connectivity.md).
  • Correctly advised a power-cycle of the node as a valid first troubleshooting step per KB.
Agent Errors / Gaps
  • Failed to obtain and record the device model number, a critical protocol miss for product-specific support.
  • Did not confirm warranty status or eligibility for support.
  • Did not create or cite a case number, violating case management protocol.
  • Abandoned the call without setting a clear follow-up or callback appointment.
  • Gave no instructions to verify if the power-cycle resolved the Wi-Fi issue.
  • Provided no summary of next steps or self-help resources.
  • Ended the call while the customer was still asking questions about support availability.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended with no resolution; customer still unable to connect to Wi-Fi in third building after power cycle suggestion.
R2 Not Met Diagnostic thoroughness conf 98%
Only a single power-cycle suggestion was given; no systematic diagnostics (LED check, cable test, WAN test, etc.) were performed despite customer being on-site and able to troubleshoot.
R3 Not Met Correct resolution path conf 95%
Agent did not determine appropriate path; failed to escalate or guide deeper troubleshooting for unresolved hardware-like symptom (blue light but no Wi-Fi) in out-of-warranty context.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Per velop_wifi_connectivity.md, after suggesting reboot, agent should have isolated source (modem test) or checked parent node/web UI; instead, ended call without logical diagnostic progression.
T2 Not Met Appropriate tools / resources used conf 96%
Agent claimed lack of tools to navigate directly, yet KB provides local web interface (http://192.168.1.1) and app-based checks (DHCP client list) to verify node status — tools were available and appropriate but not utilized or guided.
T3 Met No misinformation conf 99%
Power-cycle instruction (unplug for two minutes) aligns with KB guidance for mesh systems; no technically inaccurate advice was given.
Communication
C1 Not Met Clear & professional language conf 97%
Agent did not set expectations, lost call control, and abruptly ended call after stating office was closed, leaving customer without resolution or clear next steps.
C2 Not Met Confirmed understanding conf 95%
Agent used generic language, never confirmed customer understanding, and did not tailor explanations to customer’s technical level or environment (farm, 5G satellite, multi-building setup).
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by suggesting customer call back without scheduling or committing to follow-up, transferring burden to customer to re-engage.
O2 Not Met Proactive follow-through conf 94%
Agent gave a single next step (power-cycle for two minutes) but provided no timeline, owner, or follow-up commitment for callback or escalation if unresolved.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue warranted escalation (unresolved hardware-like symptom after basic step) but agent did not escalate or recommend escalation, avoiding responsibility.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed, and customer was not informed of any escalation path despite clear need for deeper troubleshooting.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent offered no empathy or acknowledgment of customer’s frustration; interaction was transactional and ended with dismissal due to office hours.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt tone, pace, or engagement to customer’s needs; interaction lacked proactive checks and felt scripted, especially when customer sought clarification.
X3 Not Met Overall experience conf 95%
Customer was asked to repeat serial number and placed burden to call back, adding unnecessary effort; no use of on-file info or agent-side actions to reduce friction.
Call Transcript14 turns · 15 lines
Speaker 1
I'm here. Yeah. How are you? I have your links in system. I have a number of nodes, and one of the nodes is not working properly. I just don't know why.
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, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hi, thank you for calling linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
And we're trying to figure it out. So, we're in the farm. Uh, we've got, um, 5G satellite internet and we've got three buildings. In two of the buildings everything's working really well. In the third building, it's not working. The, um, serial number of the device. Are you able to log into my account and see what's going on? The serial number of the device that's not working properly is three eight. U as in as in uniform. One, zero. I believe it's a zero or it might be an O. I'm not sure. M as in mother, three three. B as in boy, four, nine, four, six, three. And that is the serial number.
01:00
Speaker 2
[silence] sure, sir, and you provide it to me [silence] got it. [silence] thank you.
01:00
Speaker 1
So I should say it again? I'm going I'm going to go to my Linksys app now and I'll tell you, it is showing blue. Yeah. And I'm just going to check right now, I'm on the app and it's known as the workshop. And the workshop has the arrow with the three dots for the air, same as in all of the other devices. All of them have the blue arrow . . . arrow, showing hardwired connection between all of the nodes. Yeah. So when I take my phone and I stand [silence]
02:00
Speaker 2
What's the light indicator showing at the top of that device? Blue light at the top of it, but then again, the device you've mentioned is not working properly. Can you tell me about it? Like why it's not working if it shows a blue light.
02:00
Speaker 1
I go into that building, I cannot connect onto the Wi-Fi.
03:00
Speaker 2
Uh-hm.
03:00
Speaker 1
I'm on the app and it's a signal strength that's got the blue dots, you know. And so everything. Yeah, it is, it's it is connected hardwire. But why isn't it? So then why isn't it working that I'm able to connect with the Wi-Fi on that node? No, I've not tried. Just unplug the device? So just unplug it and then turn it back on? How long? Okay, and then if that doesn't work, then how long? Then what's next? And how long do I? [silence]
04:00
Speaker 2
Yeah that's pretty, normal, sorry, yeah that might just be connected hardwired. Yes, that's a normal now. If if if that's the case, have you tried, turning off the device and turning it back on? Yes, just reboot the device and then turn it back on. Yes, sir. That's number one troubleshooting that that you need to do for the node. Now, if that doesn't work,
04:00
Speaker 1
And how long do I leave it unplugged for? Okay. And if that doesn't work, then what? [silence] And it's working well in all the other nodes at all the other buildings. It's just this one building.
05:00
Speaker 2
[silence] Sorry go ahead. Uh just two minutes sir and then you can turn it back on after that. If that doesn't work sir, we need for in order for us to troubleshoot the device, you need to be near to the product so we can provide you troubleshooting steps. [silence] Then again we don't have a it tools that we can navigate directly that your node does not work. We need to observe what's the light showing at the top of the device. We need to power cycle the node, or we need to power cycle and do a sequence reboot for your whole system including the modem. That's what we can do. Yeah. Yes. [silence]
05:00
Speaker 1
So are you saying we have to go back to the main one and re re power that one or I should just re re power the one node that's giving us trouble? Okay. Okay. Uh, do you want to stand by or should I call you back? [silence] Okay. [silence] And what time are you opening up?
06:00
Speaker 2
First thing is to repair the node that is having an issue. That's the first thing to do. Oh, uh, you can, um, you can call us back here, sir. Or, sir, just a heads up, by the way, if you're gonna process a callback from us, make sure that you are currently with the node so we can observe something and provide the troubleshooting, okay? Not with a different building. Uh, let me double check our schedule, okay? Hold on. uh seconds we're closed. But closed from eight to 11:00 a.m. to 11:00 p.m. Eastern time you're welcome, sir. You have a nice day ahead, sir. Bye.
06:00