V2 Rubric Detail — 935eac5c-7fb5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 18:55
Duration
19m 25s
Contact
262-488-2628
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp2.86/5
Overall37.5% (+7.5)

V2 Grader Summary

The agent failed to conduct basic diagnostics (R2, T1, T2 Not Met) and provided insufficient technical guidance for a solid-red LED (T3 Not Met), leading to unresolved issue. However, escalation to Level 2 was justified (E1 Met) and executed properly (E2 Met), making this an Appropriate Escalation. Communication and ownership were partially effective, but customer effort was increased (X3 Not Met) due to unnecessary steps.

V1 Case Analysis

Velop node shows solid red LED with no internet. Agent repeatedly advised app reinstallation without basic diagnostics, then escalated to Level 2 with callback.

Troubleshooting Steps
  • Advised uninstall and reinstall of Linksys Smart Wi-Fi app
  • Guided customer through app setup screens
  • Confirmed router LED remained solid red
Key Observations
  • Agent misdiagnosed solid red LED as app-related issue despite KB stating it indicates no internet/hardware fault
  • No power cycle of router or modem performed - fundamental first step omitted
  • Repeated app reinstallation advice without validating any change in device state
  • No collection of product model, serial number, or WAN status despite being required for escalation
  • Call placed on hold for 3 minutes to retrieve resources, indicating unpreparedness
  • Monotone communication with long silences and minimal empathy
Positive Highlights
  • Eventually recognized issue was beyond Level 1 capabilities and escalated appropriately
  • Captured customer's phone number and scheduled callback within defined timeframe (2-3 hours)
  • Instructed customer to leave equipment unchanged, preventing further disruption
Agent Errors / Gaps
  • Failed to interpret solid red LED per KB documentation (indicates hardware/WAN issue)
  • Did not perform basic troubleshooting: no router/modem power cycle, no WAN connection check
  • Repeatedly instructed app reinstallation for a physical layer issue contradicting KB guidance
  • Did not collect required model/serial number or warranty status before escalation
  • Wasted 13 minutes on ineffective app-focused troubleshooting before escalating
  • Did not explain LED meaning or potential hardware fault to customer

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated without resolving the solid-red router light or internet connectivity issue; no meaningful resolution achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Only troubleshooting performed was app uninstall/reinstall; no power cycle, router LED verification, WAN test, or DHCP check conducted.
R3 Partially Met Correct resolution path conf 92%
Escalation to Level 2 was appropriate for persistent solid-red LED and rebooting behavior, but agent skipped basic triage (restart, cable check) before escalating.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked about router state, modem, or cables; jumped to app reinstall without symptom analysis or root cause identification.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (no router web UI access, no WAN status check, no speed test, no remote diagnostics) despite clear need for them.
T3 Not Met No misinformation conf 95%
Instructions to uninstall/reinstall the app were insufficient for a solid-red LED; failed to provide KB-backed guidance for hardware-level issues (cable check, restart).
Communication
C1 Partially Met Clear & professional language conf 89%
Maintained call flow with prompts but placed customer on hold without explanation and lacked initial framing of troubleshooting plan.
C2 Partially Met Confirmed understanding conf 87%
Used simple language but did not confirm understanding when customer expressed confusion (e.g., 'shoot') and repeated unclear prompts.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Escalated with callback details but performed minimal troubleshooting before escalation, suggesting avoidance of deeper effort.
O2 Met Proactive follow-through conf 97%
Clearly communicated Level 2 callback within 2-3 hours, confirmed callback number, and provided escalation reason.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation triggered by solid-red LED with rebooting behavior, which meets Level 2 criteria per escalation guides for unresolved hardware issues.
E2 Met Escalation prep & handoff conf 94%
Provided correct escalation path (Level 2), timeframe (2-3 hours), reason (device rebooting), and confirmed callback number.
Customer Experience
X1 Met Customer effort minimised conf 93%
Apologized for earlier disconnect, thanked customer for patience, and maintained polite tone throughout despite confusion.
X2 Partially Met Tone & rapport conf 86%
Steady tone but failed to adapt communication when customer showed uncertainty (e.g., hesitation, 'shoot' comment); missed opportunities to re-explain steps.
X3 Not Met Overall experience conf 93%
Increased customer effort by requiring app uninstall/reinstall and re-navigation of setup flow without confirming necessity or alternative paths.
Call Transcript34 turns · 34 lines
Speaker 1
This is Linksys technical support calling. This one is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. This is Sharmica from Linksys technical support, and I do apologize that our call got disconnected earlier. So, are you now connected to the velop setup Wi-Fi, sir? All right. And what does it show? Is it connected and secured or connected but no internet connection? Your phone, sir. If you're having trouble connecting, please let me know how I can assist you. [silence] But if you're connected to the develop setup Wi-Fi, it would show as either [silence] as connect and secured, or connected but no internet connection as shown on your phone, sir. Okay. So you're not connected, sir? I'm sorry? You're not connected, sir? Okay. Hold on. [silence]
00:00
Speaker 2
Thank you. I believe I am, yes. Are you talking about my computer or this phone? Okay. Oh, no. Shoot. [silence]
00:00
Speaker 1
All right, so you are connected. Okay, so kindly access the app again, sir. Go back to the app, or close the app first and then open it again. But this is showing. [silence]
01:00
Speaker 2
Okay. It says I am connected to Bellot set at three four six. Okay well I don't there it is okay. [silence] Uh, oh well I've got it says dashboard says Dingminet is online. That's my in-house network.
01:00
Speaker 1
Try to uninstall the app serve and then reinstall it.
02:00
Speaker 2
uh, Internet. okay Now it says I'm not connected to Dingman.net. That's because I'm on your wish. okay It says your device has no Internet connection. okay I have to go to settings now and do that. [silence] Transcribed by Azure OpenAI Whisper AI
02:00
Speaker 1
Yes, uninstall it and then reinstall it.
03:00
Speaker 2
All right I'm going to uninstall it now. All right okay it's gone. Now I have to go retrieve it again. Do I have to go to the Google store [silence]
03:00
Speaker 1
Yes, sorry. You need to. Or you can download the app. Yes, download the links for Linksys Smart Wi-Fi.
04:00
Speaker 2
or whatever. Okay. All right. Play Store. That's what I want. I'm trying to find where I can get to it.
04:00
Speaker 1
[silence] just did you find the app? Mm-hmm. [silence] um, links to Linksys Smart Wi-Fi app. [silence] Yes. [silence] All right.
05:00
Speaker 2
Okay. Um, I've got some choices here. I've got Linksys Smart WI, Linksys Smart WI App, Linksys Router App, and Linksys App. Do I want Linksys Smart WI App? Right, I'm installing it.
05:00
Speaker 1
All right. I'm set up. mesh router. Select that one. Yes. Yes, select that. Agree.
06:00
Speaker 2
Now I'm opening it. Now it's say it's already using a Linksys product. Log in or launch setup. Which do you want. Set up, okay. What are you setting up. Develop. Develop a mesh routers? Okay. Okay, terms and conditions, I'll agree. Yes.
06:00
Speaker 1
Yes. Next. Yes. next. Is there an option for you to go next? All right. So the light status of the [silence]
07:00
Speaker 2
Blah, bla, you Bluetooth. Disconnect and remove your old system. Ah, ah, ah, huh? Ah, just just go next. Okay. Plug it in. Okay. Does, it's connected here. Yeah, says it's connected now. And I've got a red light at the top of thee, uh, uh, router.
07:00
Speaker 1
Your router is now solid red. Uh, how about on the aptar? On what page are you now? What does it show? [silence] Next. [silence] What else? No other option? [silence] Done. Or how about done? Uh-huh. Uh-huh. Yeah, it's connected.
08:00
Speaker 2
connect the router to your modem or source of the internet no it says it it just says at the bottom it says it's connected do I need to go back? nO dO I go back a screen? if I do that okay it says plug the router near your modem or source of internet so then it now it says next that's done and now it says connect the router to your modem or source of internet and it says it's connected so if I press that [silence] connect the router to your modem or source of internet [silence] then you just need to press that start button there it is okay it says after it has completed copying you will see progress about detecting your internet connection then press done yeah and then it says
08:00
Speaker 1
Next. Mhm. Is the? Yeah, just go next. next. [silence] All right. And it is still solid red.
09:00
Speaker 2
OK. additional nodes into power plug initial nodes into power near the router. uh, OK. Make sure everything has finished starting up. And it says, the node light is solid. Yes, it is. It's solid red. OK. Just keep your phone nearby. All right. Is we couldn't find your router. I am, you know, less than a foot away from the the router. It is.
09:00
Speaker 1
Yep. Um, did not do anything on the router, uh, righthand on the router, you did not press anything or unplug anything. Uh huh. Uh huh. I see. All right. Um, is it okay Sir, if I put this on hold for about three to five minutes, I just need to pull up my resources here, well to make it okay, right, thank you so much.
10:00
Speaker 2
No. No. The router is plugged into the modem as it has been throughout this set of steps. The power is on, because the green light is on. Yeah, and I have said nothing else, so... All right. Okay. Thank you. [silence]
10:00
Speaker 1
Sir good morning thank you for patiently waiting on the line sir so can you tell me sir what's the live status of your Nod right now is it still all right good
13:00
Speaker 2
oh yes I'm sorry what I have tried what did you ask
13:00
Speaker 1
All right. It just suddenly goes to solid red. Correct. Okay. So, here's the things. It was solid with white earlier, right? And you are connected. Mm-hmm. But then, suddenly, it goes to solid red. Okay. So, here's the things. What I can do here is I'll escalate this concern to our level two team to do some advanced troubleshooting because your device keeps on rebooting. or even though we did not touch anything, it goes back to solid red suddenly. So, they will try to call you back.
14:00
Speaker 2
the twin, the twin. Muir? Okay, just a moment. It is. It is solid red. It is solid red, yes. Is it It was uh brief light the twin, the twin. very brief briefly. That was. Correct. They may be they silence may be注释
14:00
Speaker 1
after two to three hours. or do you have any preferred call back time? Eastern Standard time, sir. [silence] what time is it again? [silence] and what's your preferred call back time again? [silence]
15:00
Speaker 2
[KEEP_UNCERTAIN] Let's see. It's now two o'clock. Yeah, you know, two to three hours is okay. Um, if not, then uh, what time zone are you in? All right, um, we're an hour, um, uh, ahead of, uh, I've got 10 after two. You have, are you 10 after three? More or less. Here it is uh, uh, to after 10 after two. Um, any, any, really, any time.
15:00
Speaker 1
All right. So yes, expect a call back from our level 2 team within two to three hours here. And your phone number again is 2628869042. Is that correct? All right. Is that the best phone number? 2-6-2-8, get it.
16:00
Speaker 2
Yet, it's today you have today, you know, anytime. So if it's two to three hours, that would be fine. That's my home phone. That's a land line. The phone that we're speaking on is a cell phone. Do you want that number instead? It's probably that's for this. I think so. Yeah. Cause I I can't get text on the land line. So the phone number that we're speaking on right now is two six two four eight eight two six two eight. Okay, now when you
16:00
Speaker 1
I think it's not the same phone number sir but no worries if our level two team cannot contact you they will send you an email. [silence] All right so expect a call back from them sir within two to three hours all right. Yes so I do apologize also regarding to this problem but rest assured that it is well escalated to our level two team. [silence] All right so yeah.
17:00
Speaker 2
have this call to me uh it showed the phone number and said potential spam but I recognized the phone number so I answered it will it's will it be from the same phone number that you called from
17:00
Speaker 1
Okay. Um, thank you so much for your patience and your cooperation also. Um, just leave the things the way they are, sir. Mm. Thank you so much. Bye for now.
18:00
Speaker 2
Okay. Okay, should I shut down all these links that we've set up here and go back to my home network, or just leave things the way they are? I don't know if okay, I'm not sure what whether the phone will time out or anything, but okay, I will do that. Thank you. Goodbye.
18:00