V2 Rubric Detail — 8babbd6a-7498-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:29
Duration
8m 23s
Contact
651-564-1067
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall25.6% (-30.4)

V2 Grader Summary

The agent failed to diagnose the problem, provided technically inaccurate reset instructions (including an invalid five-press method for D-WH102e), and did not confirm resolution. While the agent owned the call, there was no empathy, poor communication, and no clear next steps, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to get D-WH102e Velop node online (solid purple light). Agent incorrectly described 5-press method as a setup reset and falsely claimed it would cause blinking red for 30 minutes. No modem/WAN verification performed. Customer instructed to try reset methods without outcome confirmation.

Troubleshooting Steps
  • Collected serial number and confirmed warranty status (expired 2014).
  • Identified solid purple light as setup mode (correct per velop_wifi_connectivity.md Step 1).
  • Advised 15-second factory reset (correct per universal_factory_reset.md).
  • Incorrectly advised 5-press method as a setup reset with false LED behavior (blinking red for 30 minutes) (contradicts universal_5press_models.md and universal_factory_reset.md).
  • Advised 5-press on parent node to reset nearby nodes (incorrect procedure for factory reset).
Key Observations
  • Agent provided materially incorrect technical guidance: 5-press method is not a factory reset and does not cause blinking red for 30 minutes (transcript [05:00]).
  • No verification of modem/WAN status or internet connectivity before advising reset (skipped velop_wifi_connectivity.md Step 2).
  • Contradictory reset instructions without clarifying which procedure applies to this model.
  • Failed to confirm whether the customer’s issue was resolved after providing instructions.
Positive Highlights
  • Correctly identified that a solid purple light means the node is in setup mode (per velop_wifi_connectivity.md Step 1).
  • Collected serial number and accurately confirmed warranty status (expired 2014).
Agent Errors / Gaps
  • Incorrectly described the 5-press method as a setup reset procedure (transcript [05:00]): The 5-press method is for pairing or escalation, not factory reset (universal_5press_models.md).
  • Provided false LED behavior: Claimed the 5-press method leads to 'blinking red, which will take 30 minutes' (transcript [05:00]). No Linksys mesh node exhibits this behavior per KB documentation (universal_factory_reset.md).
  • Failed to distinguish between factory reset (15-second hold) and 5-press method, creating confusion about the correct procedure for the D-WH102e model.
  • Did not verify WAN/internet status before advising reset (skipped velop_wifi_connectivity.md Step 2).
  • Did not confirm post-reset LED state or successful setup completion.
  • Provided no self-help resources (KB articles, support page) despite out-of-warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirms resolution; call ends with customer saying 'Okay, thank you for now' without verification of success.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked for serial number and gave reset instructions without checking modem, WAN cable, LED status, or performing any diagnostic steps.
R3 Not Met Correct resolution path conf 96%
Agent correctly identified OOW status but provided invalid 'five-press' reset method for D-WH102e, which is not supported per universal_5press_models.md; no best-effort troubleshooting offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No systematic symptom identification; agent only asked for serial number and assumed reset was needed without confirming root cause or asking relevant diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any diagnostic tools (web UI, speed test, LED interpretation) despite node being stuck in setup mode; tool use was not attempted when clearly needed.
T3 Not Met No misinformation conf 98%
Agent gave factually incorrect guidance: first a 15-second reset, then incorrectly claimed 'five-press method' applies to D-WH102e, which is not on the supported list in universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic control but gave conflicting instructions (15s reset vs 5-press), undermining clarity and flow without clear expectation setting.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but failed to confirm understanding after giving complex, incorrect reset steps, leading to likely confusion.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the call, did not transfer, and attempted to resolve the issue without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 89%
Agent outlined next step (five-press reset) and mentioned 30-minute wait, but procedure was inaccurate and no follow-up was scheduled.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
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 86%
Agent did not explicitly acknowledge frustration but responded to confusion with continued assistance rather than dismissal.
X2 Partially Met Tone & rapport conf 88%
Agent continued explaining despite hesitation but used a single procedural tone without adapting to customer’s apparent confusion about reset methods.
X3 Not Met Overall experience conf 93%
Agent gave contradictory instructions (15s hold vs 5 quick presses), forcing customer to guess correct method and increasing effort.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linxys. 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.linxxys.com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's 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. [silence]
00:00
Speaker 1
Excuse me, hi. Earlier in the month, we had some internet problems. We get it through HughesNet and we have the HughesNet, okay, the route to the... [silence]
01:00
Speaker 2
Thank you for calling Lisa's. This is May. How can I help you?
01:00
Speaker 1
I have a 2,000 W from use net. H T 2000 W from use net. And we've got the, the Linksys. I should say Linksys router uh hooked up to that to get it throughout the house. And I have not been able to get that to work since. So I need help uh trying to get this reset. I've tried to do it myself when I probably screwed things up more than anything. I didn't initially set this up so I'm not real familiar with it. So that's why I need some help. So can can you help me? Okay. Yeah, that small little thing there. Okay, it's uh 25 F
02:00
Speaker 2
Hi, what's up? All right. Uh, sure, but let me just check first the warranty of your device. I need the serial number that's on the sticker underneath. SN. Oh, that's it.
02:00
Speaker 1
M- 3 B-A- 07782. Now that's on one of them. Say that again.
03:00
Speaker 2
Okay, okay. This is our D-WH102e. This is one of our first ever released mesh and it shows here it's already out of warranty back year 2014. We're giving three years warranty for this node. But since you asked me how you can reset this node, actually by pressing and holding the red reset button underneath it for 15 seconds, your Lynksys will go back to default settings. That's how we reset our nodes. Okay. Now may I know the reason why you wanted your nodes to be reset. Why you want your Lynksys
03:00
Speaker 1
It is. It is. It is. It is. It is. connecting to the modem from HughesNet now. It it did before. until we had those problems. And now I try to to do it and it gets to the purple light. and uh, I I'm not sure what's going on from there.
04:00
Speaker 2
Is your device asking to be reset? Is it like saying you're experiencing connectivity issues? Okay. Well, well, that being said. You've already reset your linking system's device. It's already on setup mode. All you need to do is to set it up again. Having a solid purple light. Means it's on setup mode. So, once you've got it configured back to solid blue, your internet will will work again. And, to let you know, the easiest way to set it up is the five press method.
04:00
Speaker 1
Okay, so I'm to the point I need to press the reset button for 15 seconds.
05:00
Speaker 2
it is done by pressing the reset button underneath it 5 times within 5 seconds. That's actually, that's how you can set up the Router in a fast... this way. Click, 5 times. Click 5 press within 5 seconds. That will lead your lynx system to go to blinking purple, to blinking red, which will take 30 minutes next and it should have a solid blue light after. Not 15, but 5 times one second interval. So, press let go, press let go, press let go. You need to do it 5 times. That's how you can set up again your lynx device. And you need to do it
05:00
Speaker 1
Okay, so Press is fine. Two. [silence]
06:00
Speaker 2
You got there a total of, I'll start interrupt, but you have there a total of how many links? How many links does it buy to? Okay, actually you need to gather those two units on the same location. So, which means the extender, your extender should be plugged in there within five feet and that should also have a purple light. So that once you do the five press reset on the main node only, both will go online at the same time as long as the other one is nearby powered on. And just do the five press reset on the main node only. It will allow all nearby links to be online as long as it's on setup mode. So, you can try that one, okay? If it will not work.
06:00
Speaker 1
Okay. Okay, thank you. uh for now.
08:00
Speaker 2
[silence]
08:00