V2 Rubric Detail — 903ac80c-642c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 17:56
Duration
21m 25s
Contact
Sheldon Berger
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
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 (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall36.9% (-7.1)

V2 Grader Summary

The agent performed basic troubleshooting including power cycling and Wi-Fi reconnection steps, and created a ticket, but failed to escalate despite clear hardware fault indicators (solid red LED, authentication loop). While some customer effort was reduced and partial ownership shown via documentation, the lack of escalation, tool use, and resolution resulted in an unresolved case with demonstrated ownership gap.

V1 Case Analysis

Velop router shows solid red LED, no internet, Wi-Fi password rejected; power-cycled modem/router, checked Ethernet, suggested forgetting Wi-Fi, issue unresolved. Agent did not verify WAN status via admin UI or set clear next steps.

Troubleshooting Steps
  • Power-cycled the modem and router
  • Asked the customer to verify the Ethernet cable connection to the WAN port
  • Instructed unplugging and re-plugging the Ethernet cable
  • Suggested forgetting the Wi-Fi network on the phone and re-entering the password
  • Advised checking the power source and, if needed, resetting the router
Key Observations
  • Agent failed to collect model number, serial number, or warranty information despite multiple opportunities.
  • No verification of WAN connection status via admin UI (myrouter.local or 192.168.1.1) or WAN LED — fundamental diagnostic step skipped.
  • Agent did not confirm whether the customer could access the router admin interface.
  • No clear resolution path, escalation, or callback was established despite persistent failure.
  • Agent incorrectly referred to the customer’s name as a ticket number and did not complete case creation.
  • Customer mentioned mixed warranty status for nodes, but agent did not clarify support eligibility or warranty coverage.
Positive Highlights
  • Attempted proper boot sequence by instructing power cycle of both modem and router.
  • Asked about Ethernet cable connection to the WAN port — valid topology check.
  • Suggested forgetting and re-adding the Wi-Fi network on the phone — appropriate for password caching issues.
  • Recognized that pressing reset button on node would disrupt mesh network — shows awareness of Velop topology.
  • Attempted to create a case/ticket and offer email follow-up — correct intent for continuity.
Agent Errors / Gaps
  • Missing product model/serial and warranty verification — critical for Velop troubleshooting and support eligibility.
  • Did not verify WAN connection status via admin UI or WAN LED — fundamental diagnostic step skipped.
  • Failed to confirm customer access to router admin interface (myrouter.local or 192.168.1.1).
  • Provided vague, repetitive instructions without confirming outcomes (e.g., multiple power cycles without validation).
  • Failed to set a concrete next step, escalation, or callback despite unresolved issue.
  • Did not attempt to access or guide customer through router status page to check internet connectivity or DHCP assignment.
  • Misidentified customer name as ticket number — indicates confusion in case management and incomplete case creation.
  • Did not clarify warranty status or support eligibility despite customer mention of mixed warranty nodes.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never achieved a working connection; the router remained solid red and the phone could not join Wi-Fi despite repeated attempts.
R2 Partially Met Diagnostic thoroughness conf 75%
Agent performed a power cycle of both modem and router and asked about Ethernet connection integrity, but did not request model number, check firmware, or attempt login to the web interface as per KB.
R3 Partially Met Correct resolution path conf 70%
Agent acknowledged mixed network and attempted troubleshooting, but failed to determine warranty status or offer RMA; however, continued best-effort steps like power cycling and Wi-Fi reset suggest attempt at support despite OOW complexity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent correctly associated blinking/solid red LED with connectivity issues and pursued physical layer checks (cable, power), but did not logically progress to isolation via direct modem test or firmware check.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed http://192.168.1.1 or http://myrouter.local to check settings, logs, or DHCP status — a core diagnostic step per KB for red LED and authentication loops.
T3 Partially Met No misinformation conf 75%
Agent correctly identified red LED as no internet and advised proper power cycle, but incorrectly warned against reset button use without explaining factory reset as a valid next step for persistent issues.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained basic control by guiding reboot steps and timing, but allowed long silences and failed to frame outcome expectations or manage transition to escalation.
C2 Partially Met Confirmed understanding conf 75%
Agent adapted some instructions to iPhone interface (eye icon, forget network), showing awareness of device context, but used undefined terms like 'black reset button' without clarification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent created a ticket and documented actions, indicating ownership, but ended call without resolving or escalating, leaving customer to self-manage next steps.
O2 Partially Met Proactive follow-through conf 70%
Agent offered to email ticket number and noted power adapter concern, setting minimal follow-up, but provided no timeline or proactive callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior contact referenced; this was first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Device showed solid red LED after full reboot, failed to establish internet, and customer reported mixed in/out-of-warranty nodes — a clear hardware or configuration fault warranting escalation per Step 2 escalation triggers.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed despite clear trigger; customer was not informed of engineering handoff or next support tier.
Customer Experience
X1 Partially Met Customer effort minimised conf 65%
Agent did not express empathy verbally, but did not become impatient; remained neutral during customer’s expressions of dread and frustration.
X2 Partially Met Tone & rapport conf 65%
Agent responded to customer’s pacing and repeated steps when needed, but failed to acknowledge confusion during password loop or adjust explanation style.
X3 Partially Met Overall experience conf 70%
Agent reduced effort by guiding Wi-Fi forget/reconnect process and creating a ticket, but had customer re-enter password multiple times without offering alternative paths like factory reset.
Call Transcript30 turns · 35 lines
Speaker 1
speaking of please yeah I'm I I've got a link systems organization that works with thanks.
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 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. Thank you for calling Linksys. It is me. How can I help you?
00:00
Speaker 1
spectrum provided internet. And it's stopped working well. So I called spectrum. And they said the problem could be that I'm using the spectrum Wi-Fi router and connecting it to the Lynx and that I should just eliminate the spectrum Wi-Fi router and use Lynx's directly to my modem. And when I try that over and over, the Lynx is never gets a blue light. It's only a blinking red light.
01:00
Speaker 2
Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Got it. Blinking red light means that there's something wrong with the physical connection sometimes. That's what it is. [silence]
01:00
Speaker 1
Yeah. yeah. Internet port. the modem, the modem from his -only lanes is, yeah, it's still, yes, it's still blinking red. yes, it's still blinking red.
02:00
Speaker 2
So since you remove the uh spectrum router and you decided to connect your Linksys directly to the modem Uh the ethernet cable that is connected on the Linksys is it still connected to the internet port? Mm-hmm. And the other end connects directly to the modem and your modem has how many ethernet ports does it have? Mm-hmm. Uh one only? Okay, up until now, is it still blinking red? Aha. Can you check if it's still blinking red? Mhm. Uh-oh. Okay. Okay, can you switch it off. Just switch it off the Linksys that mogą connected uh uh uh directly to the modem. Hmm. Ah.
02:00
Speaker 1
Okay. Okay done. Okay. Does it need to be the outlet or can I just done take the power cord out of the back of the I can just take I can take the power cord off the modem? Yes. Okay. Okay. Now I've done that. Okay. I can do it now
03:00
Speaker 2
Meaning, switch it off. And after that, switch off as well the modem, spectrum modem, or unplug it from the outlet. Take it out from the outlet. At the back? Yes, you can. As long as you can turn it off, it's fine. Take out exactly the power cord. and you I will let you know when to plug it back on. For now, we are doing the proper bootup sequence, since there was a change with the connection of your router and then the modem, that's why we need to reboot both devices. You can now turn on the modem. Yes, just the modem. Okay. Turn on to modem and okay and once it's totally rebooted we will turn on the [silence] uh huh uh huh
03:00
Speaker 1
3. extenders. And everything was working pretty well until just recently. I don't know how old my equipment is. I know some of, I know some of these nodes are, some of these nodes are out of warranty and some of them are in warranty. They're not all. Well, let's see. Okay. The modem is now back saying I'm offline. Okay. All right. Let's turn it on. It of course has a blue light right now. No. I just switched it off. Want me to press the reset button?
05:00
Speaker 2
Yeah, as long as you press the Okay, turn on languages, Sheila, and you don't press the black press the black reset button on that note. Right. What you just did was Okay.
05:00
Speaker 1
Yeah. Yeah. Okay, I don't want to do that. All right, well the blue light is - no, it's flashing blue. Now it's flashing red. It's blue now. It's blue now, but let's see. It is blue right now. Now it's red. Now it's the solid red. Yeah. You think it's still possible? [silence] I don't think this is going to do anything to us. Yeah. Yeah. Yeah. It actually does look like it's something. Actually it looks like something.
06:00
Speaker 2
Oh no, it's a big no, no, especially you have a lot of links to extenders. Pressing that button it will disconnect all of it. So we're not going to do that. As of now, is it flashing red? Okay. All right. I'll start my timer here three minutes only. Because our Ling tissue should have a steady color when it's already three minutes. Um it should go solid red, right? Okay. And it will light up blue after. Let's just wait for a couple of seconds. Let's hope. Let's hope for that.
06:00
Speaker 1
Yeah. Even though the light is red? Well, it's my, my, um, my modem says online. My link sys is red. Now I'm looking on my phone, um, go ahead. Um, my phone, my phone sees the link sys, but it's not connecting to it. [silence]
07:00
Speaker 2
Lid up blue by now? Is it staying red? So far OK, you can check your Wi Fi now if it's broadcasting your Wi Fi. Check if it's available. Hmm. That's okay. Check your Wi Fi list. Go ahead. um tap that uh Wi Fi name and tell me if it's [silence]
07:00
Speaker 1
It's saying incorrect password. I've used it, you know, for years. an iPhone. it? Tap, which icon? Got it. Yes, okay. Yes. Okay. Should I press it? Could I forget it? Okay. Okay. Okay.
08:00
Speaker 2
Okay, even though you...hmm. Yeah. And then just tap there. Is this an iPhone or Android? Okay, there is a little eye icon right beside the Wi-Fi name that you have. Tap the little eye icon. The eye icon right beside the Linksys name. Tap the eye icon. And then look for forget this network. All right. And then tap it again. Select forget the network. And then re-select that Wi-Fi and it should ask for Wi-Fi password this time.
08:00
Speaker 1
It does. I've entered it but it's then it goes back to asking I'm in a it says joining and then it goes back to enter password. Ha, the link this is now blue. No, it's red again. And my phone is not connecting.
09:00
Speaker 2
your Wi-Fi password okay try to re- enter it ask good All right that means it's right breaking but you can try to re enter the password if it did not accept it okay but not nothing
09:00
Speaker 1
Okay, It's solid red and my phone is not, Pardon Me. No, I've got this page that says, join, and then the name of my network. And I entered the password, but whenever I, you know, press to go, it says joining and then it goes back to the same page that says it says join and it says enter password although it's, it's there. I've already entered it. It's it's won't connect. It's a steady red. [silence] Okay, To one that's plugged in to internet. Okay. You know, the light is now blue. Should I do this anyway? Now, you know, what does it mean? It goes, it was blue this a moment ago, and now it's red again. I'm gonna unplug it.
10:00
Speaker 2
Now, the since you mentioned that there's only one port that your modem has. The other end is still connected to the internet port of the linksys router. Can you unplug the ethernet cable only from the linksys? Unplug it for 10 seconds and then plug it back in after? Yeah, just take it out for 10 seconds max and then plug it back in. Uh no need. No need. Um, here's what you can do instead. Mhm. exactly. Is it connected directly to a power outlet, not to a power strip?
11:00
Speaker 1
It's not connected directly to a power outlet. It is not connected to a something else. It was working for the for the Spectrum modem. I'm just looking, I don't even know where the direct outlet is.
12:00
Speaker 2
okay okay but uh you're sure that it's receiving enough power uh source? I mean because our link says it's nice if it it will be plug-in directly to the outlets. However, if you had this kind of connection, if that link Sys was plug in originally to a not a direct source of um electricity then that's fine. It's okay. If it works for um for the past years that you have this power.
12:00
Speaker 1
If I can find this, I'll try, oh there is, [silence] So should I unplug it and try it there? Well, what does it mean that it's now blue again? Okay, Sorry, I'm going to plug it in. And see if I can reach it. All right. Not sure this cord is going to work. [silence]
13:00
Speaker 2
Yeah, much better. And we'll observe the lights after that. [silence]
14:00
Speaker 1
Well, yes, it's blue now. It just turned blue. Now it turned, no, it turned red again. No, Sonic. I would dread. I would dread. [silence]
17:00
Speaker 2
Okay, I'll start my timer here. We'll see how long it will take. Blinking. Okay. Okay. That you read so far. Okay, again, check your WI-FI list shallon. If it will allow you to connect this time, let me know if it's still showing incorrect password.
17:00
Speaker 1
[silence] it's asking for the password. [silence] I'm going to put it in. [silence] No, it's it's not joining. [silence] It gives me a page that says [silence] Join Network name is Velop Miroga. [silence] It says, Join Velop Miroga. [silence] Enter password. [silence] I put the password in. I press enter. [silence] It goes to joining. [silence] And then it goes back to the page that says [silence] join, enter password. [silence] With the password sitting there, but it [silence] can't join it. Now? It's it's flinking Red. [silence] You know I think I'm going to have to I think I'm going to have to start all over again.
18:00
Speaker 2
Got it. And your link says, is it still read? Again. Okay. All right. And you mentioned you have a mixed network. Can you remember your exact Wi-Fi name and password? Please remember that because our last option right now is to have this router reset and we can figure this main node and recreating the same name and password as the old one, there's a high chance that your devices will just get an auto-connect. Uh before doing that, do you have a computer that can be wired directly to the modem? It's okay if you don't have a computer that you can wire. oh can you take note of this ticket number so that you you will not have to explain yourself Sheldon the next time you call? or I can you email it to you okay. all right so that you don't have to explain and I will indicate here what we have done so far okay? all right. I will also include the specification of the power adapter just to make sure uh Shell because that really indicates the router is rebooting. it's not receiving enough electricity.
19:00
Speaker 1
FonTronics and electricity someplace else, I could, I could, I could give it a try somehow, I think. Maybe I'll try that. Okay, thank you. Okay, you too. Bye.
21:00
Speaker 2
Uh, okay. Yeah, if it's entangled. Alright. Yeah, sure. Okay. Thank you for your time as well. You take care. Bye for now.
21:00