V2 Rubric Detail — 93360fc8-793d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:21
Duration
15m 39s
Contact
Chris Chiquoine
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00135947
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall25.1% (-10.9)

V2 Grader Summary

The agent demonstrated ownership but failed to resolve the issue, provided materially inaccurate technical guidance (non-existent LED states, unverified 5-press), skipped key diagnostics, and did not escalate despite unresolved pulsing LED and no internet confirmation. Communication was confusing, customer effort was high, and no empathy was shown, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reported main Velop node solid red (no internet). Agent provided incorrect LED guidance, misused 5-press method, and failed to confirm model. No resolution achieved. Follow-up required to verify modem connectivity and perform correct setup.

Troubleshooting Steps
  • Advised factory-reset style hold until LED turned off.
  • Instructed to wait for solid blue light (incorrect for Intelligent Mesh).
  • Recommended 5-press method as a setup step (misused).
  • Suggested power-cycling modem before router.
  • Proposed connecting PC directly to modem to test internet (not completed).
Key Observations
  • Agent never confirmed the exact router/model number before providing LED or reset instructions (transcript [01:00]–[15:00]).
  • Incorrect LED color reference: instructed to wait for solid blue, but Intelligent Mesh routers use solid purple for setup readiness (led_intelligent_mesh_consumer.md). This is a critical accuracy failure.
  • Misused the 5-press method as a setup/reset tool; 5-press is an escalation/debug procedure that does not erase settings or initiate setup (universal_5press_models.md).
  • Used fabricated LED states: 'hot pink' (transcript [03:00]) and 'scale processing' (transcript [06:00]) are not documented in any Linksys KB.
  • Call ended without confirming internet connectivity or setting a clear follow-up (transcript ends at [15:00] with no closure).
Positive Highlights
  • Collected customer name at the start of the call (transcript [00:00]–[01:00]).
  • Confirmed the current LED state (solid red) with the customer (transcript [01:00]).
  • Suggested power-cycling the modem before the router, aligning with standard troubleshooting order (transcript [09:00]).
Agent Errors / Gaps
  • Failed to verify product model before providing LED or reset instructions.
  • Provided factually incorrect LED guidance: claimed solid blue indicates setup readiness, but Intelligent Mesh nodes show solid purple for setup.
  • Misrepresented the 5-press method as a setup or reset procedure; it is an escalation tool that does not erase settings or initiate setup.
  • Used non-standard, fabricated LED states ('hot pink', 'scale processing') not found in any Linksys documentation.
  • Did not establish a clear next step or follow-up plan after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with node pulsing blue and customer reporting 'connected, no interactive access'; no confirmation of internet or successful setup.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset, power-cycle, and 5-press steps but skipped WAN/ISP verification and gave confusing LED terminology.
R3 Partially Met Correct resolution path conf 88%
Agent chose reset/reboot path but failed to confirm product family before recommending 5-press, risking inappropriateness for Cognitive Mesh models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Identified solid red as possible modem disconnect but did not ask about modem lights, cable status, or perform logical narrowing.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin UI, remote session, or WAN port LED check; relied solely on verbal description despite available tools.
T3 Not Met No misinformation conf 97%
Instructed 5-press without model confirmation; referenced non-existent 'hot pink' and 'pulsing blue' LED states — materially incorrect per KB.
Communication
C1 Not Met Clear & professional language conf 94%
Agent gave contradictory instructions (wait for purple, then blue), failed to set expectations, and allowed long silences without re-engagement.
C2 Not Met Confirmed understanding conf 95%
Used inconsistent technical terms ('hot pink', 'pulsing blue') without checking understanding; customer showed confusion but agent did not adapt.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the call, did not transfer, and attempted multiple troubleshooting steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 87%
Provided next steps (reset, power-cycle modem) but no timeline, no confirmation of completion, and no clear follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
After multiple failed attempts and persistent pulsing LED, agent should have escalated to higher support — no valid reason to remain at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No acknowledgment of customer frustration or effort; tone remained procedural despite repeated issues and confusion.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or language despite customer confusion; continued with unclear instructions and technical inaccuracies.
X3 Not Met Overall experience conf 96%
Customer performed multiple resets and power-cycles without resolution; asked to repeat actions and interpret ambiguous LED behavior, increasing effort.
Call Transcript20 turns · 24 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Yes, hello. That's all right. Okay. Okay. And other numbers and characters are correct, right? Can you repeat it please, just to verify? Okay, thanks. Logic name is Chris is that right K-H-R-I-S. Okay. And lastly your email address. Okay. Thank you. All right. So right now your main node is solid red is it correct? Okay. Thank you. Okay, so, um, I think you router was disconnected from your modem, so we might need to reset and reconfigure that one. And also, um, let's just start with your main node first, to make sure that it's online before we add the other nodes. So, once we reset it, all of your settings will be deleted, but we can still reuse it after or set it up again. Okay, so, um, just reset your node first. Just press and hold until the light will turn off and then wait for the blue light to come back and then release. Okay. So just wait for it to reboot and then that let me know if it will turn to solid purple or hot pink. [silence]
00:00
Speaker 2
okay. it's solid blue now.
03:00
Speaker 1
Yep, it's still trying to boot up. OK. So, OK. So, for you to set it up easily, just press the reset button five times.
04:00
Speaker 2
It's still blinking blue. Still solid purple. Thanks.
04:00
Speaker 1
One breath every second. Is it okay blinking? Okay, good. Just wait for it. Let me know if it will turn solid blue.
05:00
Speaker 2
Okay. Okay, now it's kind of a pale purple. Blinking. [silence]
05:00
Speaker 1
Okay, it's scale processing. Okay, just give it another minute. Let me know if it will change or not before we will try to connect.
06:00
Speaker 2
It's solid blue. Okay. Yes. Mm-hmm.
06:00
Speaker 1
Okay. Um, on your phone, can you check your Wi-Fi settings? And look for the network name, Velop Setup. Okay. Can you connect to that?
07:00
Speaker 2
It turned red uh-huh. red. OK. Yes, I've got Velop set up connected to router 1 Now I have a network through the Ethernet. I keep getting message I can actually see them relevant to hotspot setup but be und in the future who are you assigning 2 and will assign it.
07:00
Speaker 1
upt 1 first and use the default password that's at the bottom of your router.
08:00
Speaker 2
So it says connected, no interactive access and it is still running. [silence]
08:00
Speaker 1
And after 10 seconds, you turn on the modem first, wait for it to go online before you turn on the Linksys router. [silence]
09:00
Speaker 2
OK, then
11:00
Speaker 1
So let me know if it will turn solid blue. Okay
12:00
Speaker 2
Right. It's now pulsing blue. [silence] It's solid blue. Oops. Now it's pulsing again.
12:00
Speaker 1
I went back to saw a ... Okay. They have like a computer that we can hardwire directly Okay, let's try to do that. May I ask what's the model of your modem, sir, and how many ports does it have? X B eight. Oh, T as in tom. Okay. [silence]
13:00
Speaker 2
Um, yes. Four I triple E ports and uh I don't see any model number. Oh here is it. um X-V-8 C a C is in time. So you want me to connect
14:00
Speaker 1
you remove or disconnect the link sys from the Ethernet cable and then connect your computer so that your computer will be connected directly to the modem.
15:00
Speaker 2
my computer too the link.系 just trying to talk. No, my computer is...
15:00