V2 Rubric Detail — 8d477aa8-8116-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 13:02
Duration
9m 34s
Contact
323-236-5401
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00083619
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.50/5
Technical0.62/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall37.5% (-18.5)

V2 Grader Summary

The agent achieved partial resolution as the customer reported the issue working, but critical troubleshooting steps (reboot, interference checks) were skipped per KB, and technical inaccuracies occurred (misstated LED status). No escalation was offered despite unresolved barriers, and ownership was incomplete. The outcome reflects progress but falls short of full resolution due to diagnostic gaps and lack of verification.

V1 Case Analysis

Wireless devices unable to connect to Wi-Fi; wired works. Agent misinterpreted LED status and provided incorrect guidance on accessing router UI. Customer disconnected VPN, and Wi-Fi started working—no verification performed.

Troubleshooting Steps
  • Confirmed solid blue LED status (misinterpreted meaning)
  • Guided customer to access router UI at 192.168.1.1 via browser
  • Advised disabling firewall/VPN to bypass security warning
  • Customer disconnected VPN after agent’s instruction
Key Observations
  • Agent incorrectly stated solid blue LED means ‘breaking’—KB states solid blue = online/healthy for Velop nodes.
  • Advised disabling firewall/VPN to access local router UI at 192.168.1.1—technically incorrect and unnecessary.
  • No modem isolation test, reboot, or signal strength check performed—core steps omitted from KB troubleshooting.
  • Issue resolved after customer disconnected VPN, but agent did not verify if this was the root cause or confirm settings/post-fix state.
  • Customer issue resolved spontaneously; agent did not confirm whether resolution was due to action taken or external factor.
Positive Highlights
  • Correctly identified the need to access the router web interface at http://192.168.1.1
  • Guided customer through bypassing browser certificate warning—a common hurdle
  • Asked about Wi-Fi credentials, relevant when devices cannot connect wirelessly
Agent Errors / Gaps
  • Misinterpreted solid blue LED as ‘breaking’ instead of ‘online and healthy’ (led_intelligent_mesh_consumer.md)
  • Provided incorrect guidance that firewall/VPN must be disabled to access local router UI at 192.168.1.1 (universal_router_access.md)
  • Failed to perform basic isolation steps: no modem test, no power cycle, no signal strength check (velop_wifi_connectivity.md)
  • Did not verify Wi-Fi settings (SSID, password, broadcast) in router dashboard after customer reported resolution
  • Did not confirm whether resolution was due to setting change or external factor

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer stated 'It's working now' before call ended, suggesting temporary resolution, but agent did not verify root cause or confirm lasting fix.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed solid blue LED (online status) and instructed wired test, but skipped reboot, speed test, and systematic checks; relied on web UI access as primary step.
R3 Partially Met Correct resolution path conf 80%
Agent attempted to guide customer through web UI access and credential verification, aligning with basic troubleshooting path despite lack of warranty or model confirmation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process per KB: skipped reboot, interference checks, and WAN status verification before attempting web UI access, violating velop_wifi_connectivity.md guidance.
T2 Partially Met Appropriate tools / resources used conf 83%
Agent used web UI access (192.168.1.1) appropriately per KB but failed to explain the security certificate warning as a normal local HTTPS condition, leaving customer confused.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'solid blue means it’s breaking' — per led_intelligent_mesh_consumer.md and led_cog_mesh_group_a.md, solid blue/white means 'Online and healthy/working'. This material inaccuracy was not resolved despite KB validation.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained conversation flow and kept customer engaged through steps, but transitions were reactive (e.g., jumping to web UI without framing a structured plan), and call lacked clear expectations or direction under pressure.
C2 Partially Met Confirmed understanding conf 81%
Agent used technical terms like 'web interface' and 'credentials' without simplification for the customer’s apparent confusion level, though repeated instructions when blocked showed minimal adaptation to difficulty.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent remained on call and attempted resolution steps rather than transferring immediately, but shifted burden to customer (e.g., pressuring disabling firewall/VPN) without taking full ownership of the diagnostic process.
O2 Partially Met Proactive follow-through conf 79%
No formal next steps, timelines, or follow-up commitments were set; call ended abruptly after customer reported 'It’s working now' with no verification or closure plan from the agent.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact with no prior case history or handoff context, as confirmed by Assessment 4’s case_history_applicable=false.
Escalation Judgment
E1 Not Met Correct escalation decision conf 88%
Agent did not escalate despite inability to access the router UI (due to unaddressed certificate warning) and unresolved WiFi connectivity issue; customer resolved independently without agent verification of root cause.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred on this touch, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent used generic phrases like 'I totally understand' but failed to specifically acknowledge the customer’s frustration history (e.g., prior Spectrum call) or repeated effort; tone remained procedural rather than empathetically engaged.
X2 Partially Met Tone & rapport conf 80%
Agent persisted through technical obstacles (e.g., certificate warning) and adjusted by repeating instructions, but communication remained one-size-fits-all technical guidance without adapting pace/style to the customer’s confusion or emotional state.
X3 Partially Met Overall experience conf 81%
Agent reduced some friction by focusing on web UI access, but added unnecessary effort (e.g., pressuring firewall/VPN disablement) and allowed customer to repeat information (wired vs. wireless test) without leveraging existing data.
Call Transcript20 turns · 20 lines
Speaker 1
[silence] I I was having problems since last night. And um, with Wi-Fi access. I called Spectrum. They said that there was a problem and they rebooted my router. Not router, my modem. And they said now they see signal coming. They don't see any problem. But my wife is still having problem. And [silence] we want to know if you can check
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Regina. How can I help
00:00
Speaker 1
Check the Linked system in our house to see if there if you see a problem? Are you there? Yes. Correct. Yes. I am I am next I'm next to the node. It's blue. Oh, I gotta go go for the child now.
01:00
Speaker 2
Okay, let me just confirm. So I'm talking with, Kirk me if I'm wrong, with the pronunciation of your name, Abe, Marie Ruffin. And your email is Ruffin@gmail.com. So let me just spell that for you, it's I M A R O O F I A N @ gmail.com. And you have three links of devices. Are you beside with the nodes or closer to your links of mesh system? So what is the light indicator of the parent node? Solid blue, which means it's breaking. How about the child notes?
01:00
Speaker 1
Once again. Oh, blue. But there is anyway for you to access my system to check? Just to to make sure, because we are having problem on this end. You you're saying you are you don't see any problem on my end. Yes, I have a laptop on a computer.
02:00
Speaker 2
Okay, so since you're all solid blue, kindly check in your answer, if you're able to access the internet. Because solid blue means it's working, it has internet connection. So it's in flag the problem in your end. Yeah, we can actually check if you're, if truly connected, but do you have a laptop or a computer which we can used to do the process? [silence]
02:00
Speaker 1
told you I mean what do you need? How do I make sure through like a hard wired. Yeah. Of course. Did you? Yes. Like a Google go to a browser. I can. That's not the problem because I'm wired. When I'm wired everything works. Oh. When she says when she's connect. She says when she's connecting a solid wire. Through the internet cable I can connect. So that means that works. But if I wireless doesn't work so that's the problem. If I go directly to the Wi-Fi provide by the router, it doesn't connect. But it is a Wi-Fi network. So this [silence] okay I can do it I
03:00
Speaker 2
Okay. make sure that your laptop is connected to your Linksys network. Now, you can use its Wi-Fi name and password to connect. Okay, so your laptop is currently connected. Now open a browser. google. sorry. And were you able to access the internet.
03:00
Speaker 1
box, through the wire, it works. but via a less than what, no, not those. not those. not those. Yes, I, I, if I can directly go to the cable, through the thing, I can open everything. but if it is not, I can go to Google, I can connect. okay. okay. [silence]
04:00
Speaker 2
the Wi-Fi name and password change or you forgot your credentials. OK, and two, check that and to verify that since you wired, your computer, ma'am? Directly to the point. No cable online in a browser such Google. I totally understand that one, ma'am, but what we're trying to do is to access the web interface to figure out what's really going on with your LinkSys router. Okay. Now on the address bar type 1. 192.168. 1.1. And then enter.
04:00
Speaker 1
Links. It. Why am I getting a warning? When I try to access my router. That's the case. Your connection is not private. Yeah, that's what she wants. Advance. Yeah. No, it doesn't. Doesn't allow me to go about it. Do I have to go to the bottom of it? Oh, continue. Sorry, go down to sorry. Yeah, go to the bottom. Continue. Your connection is in private. Okay. And then advance. The server couldn't prove that it is 192.168.1.1. It [silence].
05:00
Speaker 2
Okay, click advance. Or. Continue. Advance, continue, proceed. Click advance. Yeah there's a continue on the bottom there.
05:00
Speaker 1
security certificate is not trusted by your computer's operating system. This may be caused by a misconfiguration or an attacker intercepting your connection. So they cannot access your computer. They're not supposed to access your computer. To access your computer. To visit your website? Is that what you're asking? Yeah, so you can not because I'm connecting to my work. My work firewall is not going to allow you to do anything to my computer. We're nothing. If it didn't allow me and I got out of it.
06:00
Speaker 2
Is there an option to visit the website? Yes. Yeah, try to proceed. Visit this website. What are the options? All I read, all the information again, because this should be an option to visit the website. [silence]
06:00
Speaker 1
No, but she has the in her computers. I have a firewall. This is my world computer. So the firewall is not allowing you to access my computer. So you want me to disconnect my VPN? But if I disconnect, I don't think I can get anything. Disable. Yeah. Okay, you want him to. Yeah. Do you want him to disconnect, disable wireless, or what do you want him to do?
07:00
Speaker 2
Okay, can I disable the VPN so that we can proceed to access the web interface? Okay, just a second. Best effort. Possible. I'll just disable, yeah. our firewall for the meantime but you're wired directly to the parent node with or without an internet connection we can still access the web interface but then the problem here is we cannot proceed disable firewall turned off the firewall
07:00
Speaker 1
she cannot she cannot do that. she cannot do that. um I think. if you are connected to the white file, I mean to their system. and the Wi-Fi. goes to me means that the Wi-FI works and you send the same issue that you had before I have to forget it. I just have to not work here. I'm gonna have it in here. this is me. if we haven't forgotten our information I was. I worked. which. 201. out the probe I'm gonna even I'll do that. would be the hard work.
08:00
Speaker 2
Yeah, because the problem might be the Wi-Fi name and password sure. Maybe she forgot the credentials or the router is reset. But how about your other devices? Are they still connected?
08:00
Speaker 1
It's working now. Okay. It's working now. All right. So it's working. All right. Thank you. Bye-bye. It's working now. What did they do? This code. Yes. Yeah. Yeah. I know they issue six. Okay. Thank you. Bye-bye. Bye.
09:00
Speaker 2
okay okay so if you can connect with its wifi name and password wireless or wired and you were able to access the internet and they are solid blueish which means the router is working okay thank you welcome and have a great day bye for now
09:00