V2 Rubric Detail — 9235c45e-635f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:29
Duration
36m 43s
Contact
Satish Ra
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00121615
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E9450_Configure the Router as Access Point
⚠ Auto-Zero applied: Agent used discourteous language: 'is it still blinking, loser?' — a confirmed critical failure under Communication standards.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership2.14/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to resolve a persistent hardware fault, skipped essential diagnostics, and introduced a non-existent LED state. Despite setting a next step, the use of derogatory language and failure to pursue a warranted RMA constitutes a critical compliance breach and ownership gap.

V1 Case Analysis

Customer reports one Velop child node repeatedly dropping (red/blinking). Agent performed hard reset, 5-press reset on main node, and confirmed solid blue light. Signal strength -46 dBm. Advised to monitor for 24h. No model/serial captured, no warranty check, no replacement/escalation path provided despite 6-month history.

Troubleshooting Steps
  • Confirmed node placement (~2–3 ft from parent).
  • Guided through power cycle and hard reset of child node (hold reset until light off, release on solid blue).
  • Instructed 5-press reset on main node for mesh recovery.
  • Checked LED status and signal strength via Linksys app (-46 dBm).
Key Observations
  • Agent failed to collect model/serial number despite relevance to troubleshooting and warranty.
  • No warranty status check or support eligibility discussion occurred, despite customer's 6-month history and explicit request for replacement.
  • Agent incorrectly interpreted solid pink LED as normal (pink is not a standard Velop LED state).
  • Agent provided unsolicited product comparison (MX6200) instead of addressing customer's request for replacement/escalation.
  • Call ended with vague 'monitor for 24h' instruction without confirming fix, offering self-help, or setting escalation path.
  • Agent missed opportunity to send KB article or email with steps despite customer's frustration and history.
Positive Highlights
  • Guided customer through hard reset and 5-press reset, resulting in child node showing solid blue (11:00–25:00).
  • Checked signal strength in app and confirmed strong RSSI (-46 dBm) (33:00).
  • Correctly instructed 5-press reset on main node for mesh recovery (20:00).
  • Confirmed mobile data was off during speed test, improving test validity (16:00–17:00).
  • Took note of the issue upon customer request (34:00).
Agent Errors / Gaps
  • Did not obtain or confirm product model/serial number (01:00, 04:00).
  • Failed to check or discuss warranty eligibility or support path (03:00, 34:00), despite customer's 6-month history and request for replacement.
  • Provided inaccurate LED interpretation (solid pink) and treated it as normal (20:00).
  • Gave unsolicited product comparison (MX6200) instead of focusing on resolution path (12:00–15:00).
  • Used vague language and filler ('tear', 'rm', 'let's wait') leading to poor call control (34:00–35:00).
  • Did not offer any self-help resources, KB articles, or email follow-up despite customer's long history and request for case tracking (34:00).
  • Failed to escalate or offer replacement despite customer's explicit request and recurring hardware-like symptoms (03:00, 34:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or offer a replacement; instead, advised waiting 24 hours with no confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed a hard reset and 5-press method, checked speed and placement, but skipped critical steps like modem-WAN isolation test.
R3 Not Met Correct resolution path conf 97%
Customer explicitly requested a replacement due to persistent hardware fault; agent failed to initiate RMA or escalate appropriately.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified blinking red light and attempted resets, but did not logically isolate root cause (e.g., no WAN check or modem test).
T2 Not Met Appropriate tools / resources used conf 96%
No use of admin dashboard, web interface, or diagnostic tools; relied solely on verbal LED descriptions without accessing router data.
T3 Not Met No misinformation conf 98%
Agent referenced a 'solid pink' LED state, which does not exist in any Linksys model; this is a materially incorrect technical claim.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but used repetitive prompts ('all right') and had long unexplained silences, weakening control.
C2 Not Met Confirmed understanding conf 99%
Agent used the phrase 'is it still blinking, loser?' — a discourteous and unprofessional remark that fails to adapt to customer frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the replacement request; deflected by asking customer to retry troubleshooting steps already failed.
O2 Met Proactive follow-through conf 93%
Agent set a clear next step: 'observe the connection within 24 hours' — specific, actionable, and time-bound.
O3 Partially Met Closure confirmation conf 90%
Agent acknowledged prior calls but did not reference previous troubleshooting steps or case history to avoid repetition.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
A hardware fault was strongly indicated; agent should have escalated for RMA but instead continued with ineffective resets.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and the failure lies in not escalating, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
Initial empathy was undermined by the use of 'loser' — a clear breach of professionalism and empathy under pressure.
X2 Not Met Tone & rapport conf 97%
Agent used a condescending tone ('loser'), failed to adjust to customer’s fatigue, and did not maintain engagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat resets and speed tests multiple times; agent did not streamline or leverage prior efforts.
Call Transcript62 turns · 65 lines
Speaker 1
I have been working with customer service for four months on one of my devices. [silence]
00:00
Speaker 2
Registration service this dot links res, dot 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. Please have your devices serial number and contact information ready if unavailable. Kindly call back later for out of warranty product peace support option may be available depending on the issue. Hello, thank you for calling links of technical support. This is charm. How can I see it today. [silence]
00:00
Speaker 1
It is giving me continuous problems. It is one of my node. They asked me to switch to parental node. And then I still have same problem. And then I switch back to child node again, same problem. Now I called customer service few months ago. They asked me to switch back to parental node. I did again. Same problem. Now I put it back to child node again, still have same problem. So, same node continuously, it is just dropping off. I have total three nodes. The other two are always good. Only this is problem, ever since I bought this. So I need your help to to replace this one are fix it. Because every time they are asking me to do something. They are helping me to do it. but within a few days it just dropping again. Just same node. So that's where I need your support if you can fix me today. Please. [silence]
01:00
Speaker 2
I'm sorry to hear that. No worries, let me assist you with this concern. Can you provide the model number and the serial number of this? I'm sorry. [silence] [silence] Got it. And is there any wall in between, Sir, and how far is the distance, uh, with this child node? [silence] Uh-huh. Uh-huh. Uh-huh, I hear right.
01:00
Speaker 1
So a strong request to you, you know, if you can replace for me that would be really good because I'm just suffering ever since I bought this only one piece. The other two piece are good. Every time with the customer service for one hour, they're helping me, do this one, do that, one, do that one. And then a couple of days, same problem, but the other two notes are always perfect. good, no problem.
03:00
Speaker 2
I see. All right. Let me double. Check on. Here, sir. Please, bear with me for a moment.
03:00
Speaker 1
yes, you're right exactly. right. you want me to move again one more time. OK. so what you are trying to do? Are you trying to do some
04:00
Speaker 2
all right i already pulled up your shader just to confirm i'm speaking to satish all right thank you so much satish and did you move it closer to the main nodes if i may ask yes move it closer to the main node like about three to six feet away
04:00
Speaker 1
Is anything different today? or are you trying to find out what exactly it is going on so that we you guys can replace for me? What's your plan? I'm just asking why I'm asking because I went through this several times last six months like one year. Same notes. Okay. And I hope I'm not repeating again same thing like we did last time. But anyway I will do it for you one more time. Just one bear with me. I'm moving through my close to the parent node. Okay, and uh do you want to plug in? Do you want me to plug in? [silence] Yeah, it is one it is two foot away. [silence]
05:00
Speaker 2
All right. I need to isolate the problem here, so that we could um check if it's not working or not? [silence] Yes, please plug it in. Um is it three to six feet away from the main node?
05:00
Speaker 1
day is the blinking when I plugged It came up light blue color, now it turns to red. Now the red one's blinking. [silence] Howdy there. Hello. OK. OK, just let me know when you're ready.
06:00
Speaker 2
right, um let's wait here for a minute or two so just to confirm um what's the latest then
07:00
Speaker 1
It's a light blue blinking.
09:00
Speaker 2
Can you tell me , sir , what's the light status ? All right , let's wait for a minute because it's still blinking blue .
09:00
Speaker 1
Yes, it is still blinking. Blue.
10:00
Speaker 2
all right, is it still blinking, loser? [silence]
10:00
Speaker 1
Now it turns to red again. now it is blinking. Okay. One second.
11:00
Speaker 2
All right, so is it blinking or solid red? All right. We will do a hard reset again for this child not here, so let's isolate this again. Kind of press and hold the reset button until the light went off and release once the blue light is showing. [silence]
11:00
Speaker 1
Can I ask a question in the meantime? Yes, sir. Is the one I have right now, is there any better technology much better than this one in the market right now or this is the best one? for for home Internet.
12:00
Speaker 2
Yes sir. There is an, you were,
12:00
Speaker 1
um, MX? which is the best one, the best one? 62, OK, so what's the difference between, OK, what's the difference between the MS 62 and the one I have? OK, so am I going to get better speeds? Because right now there is a big difference between the internet when I get to my device it is, it is a huge difference. So if I have that new one, is it, is it going to be much better? [silence]
13:00
Speaker 2
routers in the market. The MX 6200 and also the LN 62. The MX 62 is the best one since it's the latest one. Yes. 6200. Alright. The MX 62 is a Wi-Fi 6 ready. Wi-Fi 6e and also and it's a dev mesh. And [silence] Yes, sir.
13:00
Speaker 1
Okay. So it is uh right now blue blinking. Yeah, I did uh it is. Now it it came to blue blinking and now it turns to red blinking again. Uh now it is red light blinking. Okay. So, so what you're saying the new technology MX 6200 is uh much better than I will get better speeds compared to the one I have right now?
14:00
Speaker 2
5 6 already. All right, so just the light went off, sir, and then go back to blue before you release the reset button. Okay, let's wait here for about a minute or two.
14:00
Speaker 1
Is that right? Am I here? Okay. So right now my internet is 1,000 Mbps. But when I check at the node, I'm getting only around 200 to 300 Mbps. So the new technology the one you said 6 to 100, am I going to get more than 500 something like? Okay, but but right now with this one, I'm not even getting even 300. Because my internet speed is 1,000 right now, which is a gigabit internet. And when I'm when I check the speeds, it is not even 300 350. So anyway, you can help me after this once you fix this problem. Yeah, right now it is still blinking in red.
15:00
Speaker 2
Yes. Yes, sir. As long as your subscribe speed is 1,000 and you're getting the right speed from your internet service provider then you'll be getting 500 up.
15:00
Speaker 1
no speed has been there from before I even I bought the modem before I bought the world op nothing new. Yeah, I use my phone I use the app links this app. No. Do I need to do that? Okay.
16:00
Speaker 2
Yes, right. And also suggest to confirm. Did you upgrade your service, your subscribe speed lately or change your modem? [silence] Hmm, I see. All right. Right. And what device did you use, sir, when you do the speed test? And your phone. Right. And does your phone, sir, did you turn off your mobile data when you do the speed test? Yes, sir, you need to turn off your mobile data.
16:00
Speaker 1
OK, I, yeah, no problem. I can do it right now while I'm talking to you. OK, I, I, I turned off the data, so I'll check the speed. Yes, yeah, same Wi-Fi. Right now, I'm getting just only, uh, 400, 500, 600. 616. 616. Yeah, on my device right now it is still showing a blinking red. Yeah. [silence]
17:00
Speaker 2
Because maybe that's the reason. Mm-hmm. make sure that you are connected to the language with Wi-Fi only. Okay. All right. So, it's still blinking red. Can you press the resume button again, sir?
17:00
Speaker 1
I did it again, you want me to repeat again? OK. Power source Now, power source. [silence] I did it again, no power source. [silence] I did it again, no power source.
18:00
Speaker 2
make sure that the light went off and the blue light showed up before you released the reset button. yes please. and this channel, is it connected directly to the power source or connected to the power strip? I see, right. all right, make sure that the light went off. all right.
18:00
Speaker 1
Yeah, it went off and it came blue and then I released my. Yeah. And then I released uh, when I do the speed test now, now I got uh 450. Yeah. But uh, I know right now, you asked me to turn off the data, right? But-but I, how about uh for my computer? I cannot do any, I cannot do any-do anything. [silence] This is.
19:00
Speaker 2
All right. The light went off already, sir. All right release. Okay, wait. Let's wait for a minute or two. And when you do a speed test, sir, how much you're getting? I see it. That's a good um speed. All right. Hi. Yes, maybe you can do a speed test on your computer but make sure that your computer don't have any. [silence]
19:00
Speaker 1
Okay. Yeah, now I could see pink light this time. Yeah, solid pink. [silence] Okay.
20:00
Speaker 2
VPN, make sure the VPN is off so that only the wi-fi is working. Alright, so the light status is now solid pink. Alright, so it's now solid pink. So the next thing you need to do, sir, is press the main node. Press the reset button on the main node five times. Press, release for five times, not too fast and not too slow.
20:00
Speaker 1
Jun Hyeon I did see. [silence] Uh, it's blue right now on the main node. And the child node is uh, not as
21:00
Speaker 2
all right. Did you press the reset button on the main node search five times? alright. What's the light status? alright. Is it blinking? alright. So, the main node is solid blue.
21:00
Speaker 1
yeah child not is that red red one blinking hmm okay and my main not is still that's all okay okay okay we'll wait thank you I'll wait [silence] okay
22:00
Speaker 2
right, so it's all blinking red. right, So let's give it about three to five minutes. right, No race regarding the main author. And let's wait for about three to five minutes and let's see if the light status of this child node will change to solid blue. And once it's solid blue then we will relocate this one and we will check the signal strength of the child nodes on the location where it is located. right.
22:00
Speaker 1
It's a solid blue.
25:00
Speaker 2
All right, sir. Can you tell me now, sir, what's the light status of the child node? Is it still blinking? Solid? So let's wait for a minute, sir, just to confirm. Stay solid blue. And did the light change to solid red, sir, then go back to?
25:00
Speaker 1
Yeah, now it is solid blue. Do you want to change the location, or you want to leave it as it is? OK. Sil
26:00
Speaker 2
Solid state. Let's wait for a minute. After a minute, you can relocate the trail node so that we can check if the light will turn on.
26:00
Speaker 1
[silence] It's all blue. Now I'm going to change the location. [silence] Yes. [silence] I'm going to go right now. Just bear with me. [silence] Okay. Thank you.
27:00
Speaker 2
I'm sorry, but I can't fulfill your request since it's not clear what you are asking or what you mean by "do you have it" and "solid." Please provide more context or clarify your question so I can assist you better.
27:00
Speaker 1
[silence]
28:00
Speaker 2
Later sir, don't update it yet. Let's wait for this child to have a stable light. And you can update it later on.
28:00
Speaker 1
yes yes yeah it's it it is booting now it is it is it is powering up
29:00
Speaker 2
Erk the channel already? All right, let's wait, sir. About three to five. right. That's wait for a minute, sir. Just to confirm it will stay solid, because it might change to solid red. Then go back to solid. [silence] All right, so, does it stay solid blue, sir?
29:00
Speaker 1
[silence] yes uh-huh okay yes yeah it's significant is good [silence] Thank you.
31:00
Speaker 2
all right, so, um, you open your uh the Linksys app already, right? uh, hi, no, sir. all right. can you go to network administration? all right, can you see the nodes? all right. kindly click the node, sir. Um, this node where we will locate and try to check the signal strength. All right, so since it's good or let's wait for this. let me read this back is it or observe the connection within 24 hours. And also, sir, can you see there a home, um, kit under network administration. Got it.
31:00
Speaker 1
I couldn't understand you. There is so much noise coming next to you. So what you're asking me? Hello. Uh huh. Kit on the network administration, it says, notes automatic firmware update, change router password, time zone, IP detail, home kit. Yes. Yeah, right now it is enabled. Mm-hm. I did it.
32:00
Speaker 2
Uh, call me back in a bit, okay? Is home. Is home kit on the page you are right now on the network administration? Can you see theater home kit? Are? All right. Can you click that one, sir, and see if it's enable or disabled? It is kind of disabeled that one. All right. And also go back. Can you tell me sir, what's the signal strength of the node?
32:00
Speaker 1
OK. One second. Solid blue. Yes. Yep. Yep. On the app. Yeah. Yeah. It's solid strength. It is for all four lines. Oh, you want to connect that one? Uh one second. It is negative 46 dbm. Can you would you mind can you put into the?
33:00
Speaker 2
what I mean on the notes for the net network administration of the app, can you tell me what's the signal strength? [silence] what's the signal strength, sir? [silence] is it um, negative 60? 70? [silence] alright. [silence] so it means that it has an excellent signal strength. [silence] so yeah, can you observe the connection sir within 24 hours? [silence] and if the connection so drops, then you can contact us back. [silence]
33:00
Speaker 1
system so that way they know next time when I call them because it is been going on four times last four months, same note, would you mind can you add in the computer? So that next time when I call they know? Okay and now do you want me to update the firmware on my on my lynx? Is it available? No, no, it says firmware update available. Yeah, it is good right now, right? So do you want me to update or is that going to help any speeds or?
34:00
Speaker 2
[silence]. Okay. Uh yeah. Yes sir I will take a note of that one here. V um you don't need to update the firmware sir as long as it's working then you don't need to you don't have. you don't need to. All right, um you don't need tear. Um let's just wait for 24 hours. Cuz we will observed the connection first of this child node. Tear. Uh let. Um no sorry. Let's wait for 24 hours before you update that one. Cuz let's check.
34:00
Speaker 1
OK, OK. So let me check the speeds right now while you're online. Uhh you want me to turn off the data plan, right? OK. One second. Data is off. Okay, now I'm checking speeds. It is giving me around 400 MPS. But I
35:00
Speaker 2
check the child node if it got disconnected again before you update it. All right? All right. Rm. RM. All right. All right. All right. That's good to hear.
35:00
Speaker 1
Signed up for 1,000, so do you see 50% dropped? Is that normal, 50%? Okay. Okay. Thank you. Thanks for your time, apreciated. And goodbye.
36:00
Speaker 2
Let's wait for that connection. And try to do a speed test again after 24 hours and if you still get that signal, then you can contact us back. All right.
36:00