V2 Rubric Detail — 9b6b1120-7bd6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 20:41
Duration
14m 35s
Contact
Rich Reichen
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136600
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration/No Internet
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-43.5)

V2 Grader Summary

The agent provided technically accurate information about port connections and LED states but failed to conduct systematic troubleshooting, took ownership of the issue, or communicate effectively with the confused customer. The call ended without confirming resolution, leaving the mesh node issue unresolved. No critical failures (e.g., abandonment, discourtesy) met auto-zero criteria.

V1 Case Analysis

Customer relocated Atlas 6 mesh system and is unsure which Ethernet port to use; parent node flashing red/blue, child nodes solid blue. Agent advised connecting parent to Internet-labeled port and explained LED meanings. No verification performed. Customer will retry independently.

Troubleshooting Steps
  • Requested and recorded device serial number.
  • Confirmed node LED status (solid blue vs flashing red/blue).
  • Advised that parent node must be connected to Internet-labeled WAN port.
Key Observations
  • Agent gave technically correct advice about using the Internet-labeled port and accurately interpreted LED states per KB (solid blue = online, red = no internet).
  • Call suffered from poor efficiency due to long silences ([04:00], [08:00]), repeated prompts, and lack of structured troubleshooting.
  • Agent failed to verify WAN connection status or confirm resolution, leaving outcome unconfirmed.
  • Promised to send a guide but did not follow through, weakening operational closure.
  • Communication included confusing filler ('Clapping, but no, not technically a clown') and lacked empathy for customer's confusion.
Positive Highlights
  • Asked for and recorded the device serial number ([05:00]).
  • Correctly identified that the parent node must be connected to the Internet-labeled WAN port ([07:00]).
  • Accurately explained LED meanings: solid blue = online, red = no internet ([12:00]), consistent with velop_wifi_connectivity.md.
  • Recognized the need to create a ticket and offer further support ([08:00]).
Agent Errors / Gaps
  • Did not confirm that the parent node was connected to the modem via the router’s Internet port — only gave general advice without verification.
  • Failed to verify the issue after the suggested step; no confirmation of fix or next diagnostic step.
  • Did not provide the promised guide or KB link to support self-help.
  • Poor call control — long silences, repeated prompts, and unclear phrasing reduced efficiency.
  • Did not escalate or schedule follow-up despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
The agent never confirmed that the mesh node was back online or that the router was correctly connected; the call ended without resolution.
R2 Not Met Diagnostic thoroughness conf 95%
The agent provided only basic advice (connect to Internet port) without guiding the customer through systematic troubleshooting steps like power-cycling nodes, checking LED states, or using the admin UI.
R3 Not Met Correct resolution path conf 94%
No warranty check was performed, no RMA was offered, and no structured best-effort troubleshooting plan was presented; the agent relied on generic advice and a promise to send a guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
The agent identified the symptom (node flashing red) and asked for the model/serial number, but did not ask follow-up diagnostic questions to isolate root cause (e.g., recent changes, placement, prior resets).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools were used—agent did not suggest accessing http://myrouter.local, checking WAN status, or running a direct modem speed test, despite clear need for deeper troubleshooting.
T3 Met No misinformation conf 95%
The agent's technical claims are supported by KB: connecting the parent node to the Internet port is correct (universal_isp_modem_diagnostics.md) and solid blue indicates the node is online (velop_wifi_connectivity.md).
Communication
C1 Not Met Clear & professional language conf 96%
The agent interrupted the customer ('I was trying to fix my headset'), failed to set clear expectations, allowed long silences, and lost control of the interaction when the customer expressed confusion.
C2 Not Met Confirmed understanding conf 94%
The agent used technical terms like 'parent node' and 'Internet port' without confirming understanding or adapting language for the customer's expressed confusion about port labels and node roles.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
The agent offered to create a ticket but took no actionable steps during the call (e.g., no commitment honored, no documentation initiated), effectively shifting responsibility to the customer to 'try again'.
O2 Not Met Proactive follow-through conf 92%
No concrete next steps or timelines were provided—the agent only promised to 'send a guide' without confirming delivery method, timeline, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue (mesh node connectivity) falls within L1 scope with no complexity beyond L1 capabilities.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
The agent displayed no empathy for the customer's confusion or frustration, made dismissive remarks ('I was trying to fix my headset'), and remained transactional without acknowledging repeated efforts.
X2 Not Met Tone & rapport conf 93%
The agent maintained a disengaged tone, failed to match the customer's pace or emotional state, and did not check comprehension after key instructions (e.g., 'parent node' concept).
X3 Not Met Overall experience conf 94%
The customer had to repeat information about node lights and port configurations multiple times; the agent did not streamline the process or reduce unnecessary repetition/steps.
Call Transcript24 turns · 24 lines
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. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
So hi, I have a Linksys Atlas 63Pack uh mesh router. Uh I had installed it a couple of weeks ago and it was working sufficiently. Then I needed to move my computer and the mesh system over into my living room and I'm trying to figure out what do I need to do to re hook up [silence]
02:00
Speaker 2
Thank you for calling links, is this manifes and out.
02:00
Speaker 1
into my internet, because the router is now in a different room. Does that make a difference or once I have it set up, um, can I move it over and, and I'm not sure what I did replug and replug, but I think I got everything plugged in. And then on the with the base and with the three pack, well, with the one of the uh, pack of the three uh, clones, I forgot what you call them, the, you know, to be hooked in. Well, they're all they're all plugged in. The main whatever you call that is flashing with a white light, which was fine. The one of the nodes, although
03:00
Speaker 2
text? Okay, but they are all solid blue right now, correct? And working? Okay, but they're all solid blue right now, correct? And working?
03:00
Speaker 1
Move is flashing red, although interesting enough it flashed blue a little while ago. So I don't know what that means. Yeah, there it goes. It's just flashed blue now. So I'm just sure if I need if I can plug in and out, if I really it really needs to be near the router and I essentially have to move the router. I'm just trying to figure out what there's what's this process if I can use if I can keep the the main thing here or any alternative move the main thing back by the router and then leave the nodes all over because when we set it up we had to start it near the router and where the near your main you know the the main power the main source and we did that. And the other part of that is when we set it up my son was here and so my memory is suspect. I apologize.
04:00
Speaker 2
OK. Let Lee say the dumbest thing ever. Let's do it again. [silence]
04:00
Speaker 1
Okay, this is, oh. Well, it is an Atlas 6 and the serial number is the SN, No, there's a few of them. Let's see. You want the SM, Mac, SN, you want SN slash 50, 50, D as in dog, 10, M as in Mary, 25, C as in Charlie, 110909.
05:00
Speaker 2
do you have a model number and a serial number, so I know which device we're talking here. model number and a serial number? Okay. So then you should always be on the default mode unless you do a reset and reconfigure this system. So just connect it to the to the internet.
05:00
Speaker 1
I'm sorry. So if I connect it to the internet port, then the main thing should be working. Okay, modem. Well, it does. We do have. Is the router, the modem the same thing to me? Or is this technically considered the router and the other thing as the modem? I mean, I'm not sure. I have I have a connection from Comcast Xfinity. So that is the internet source. Now, does it matter which numbered thing port I plug in what I think is the connection to the ether yeah.
06:00
Speaker 2
It should be working. As long as that that is the internet source is also working. It needs internet source like modem or fiber optic. Grande?
06:00
Speaker 1
Because it should go in one, I guess, the. The, what I think is a connection to the Ethernet. [silence] What I have here is I have one, two, three, and four. And they all seem capped. Capped five. Is that what it is? And two says enroll to turn port on. But that's not, oh, that's a telephone. Oh, that has a telephone number. Okay, so the one, two, three, four has the triangle with the two symbols on the below a line and one symbol [silence] above. Is that the?
07:00
Speaker 2
it does matter. So for the parent node or the main mesh router, the cable should be plugged into the Internet port, the one labeled Internet. And the other end of the cable should be connected to the either Ethernet port of the modem, the one you got from your Internet provider, or you Ethernet port, just the Ethernet port.
07:00
Speaker 1
Any of those four ports are the ones you're talking, because there's one red one that, that has a red line, number four. Let's, that's going from here. And, if I'm supposed to be, uh, I'm trying to think, what is that? That's a connection? That's to the computer. So, I, so the question is, so let me ask again, this main, um, mechanism, so does that have to be hooked in or close to the router or just have to have some internet source that it's there? Ooh, no. That's so, connect. Why not connect to this? Okay. Okay. [ silence ]
08:00
Speaker 2
I was trying to sorry, I was trying to fix my headset right here, I'm not sure, not sure what you said just now. But how about this, let me create a ticket for you, if you, I, I will help you with your problem. Do you need that to be configured now or do you, you're just asking and just making sure that I understand it? [silence]
08:00
Speaker 1
Well, I was just asking now. See, let me go, I'm gonna walk over to my, see I have a wired. I'm wondering, I guess my question is do the, I have to, I have to hook something into my computer and I'm assuming I could use any of the three nodes hooked into the computer? Because I'm wondering if... see that is no, that was the router, that is the router and that's, that's not hooked in there. So I have a feeling that big node has the big, the big source thing has to be hooked into the internet coming from my, in my house. And then now usually I'm going
09:00
Speaker 2
then I can send you the the full guide for that. And I can even customize the guide to make it simple for you or simplify the
10:00
Speaker 1
the computer and away from the away from the the nodes, the way it's supposed to be. Because the nodes should be on by themselves, I assume. I just didn't need all three, I think, is what happened. Um, and then and then now I have to go, oh, I know where my cord is. Okay. So, I have a feeling that because I'm not hooked into something, that's why I'm not getting that. I think it's a, I, I had a misunderstanding. So, I, I tell you what, let me no, that's, there we go. So, I'm going to go back to plan A and leave that in the other room and then hook up the other wires to there and see what we have and then and then read your manual. And now if it's flashing white, that means it's working.
11:00
Speaker 2
Clapping, but no, not technically a clown, really, but frequently.
11:00
Speaker 1
Uh, uh. Okay, now, now I'm not, now what I'm thinking, we're talking about the, the, the three nodes. That one has a blue. I'm don't recall the main mechanism being blue at all. So, maybe that's our memory problem on my part. Um, but anyway, I'll try to see what we got. This? No, this is a mesh router. Uh, dual bound mesh router. So that serves as a router. Okay. Okay. Okay, okay, well I'll tell you what. If you don't mind sending me I'm going to try to go back to the other.
12:00
Speaker 2
Blinking is something like booting up, but solid, solid blue. For this model number, the light should be solid blue when it's online. Red, it's not, it's not connected. The main thing that you mentioned, is that a mesh router or a different model? Maybe it's different model. to be solid blue if it's, working.
12:00
Speaker 1
Assumptions because I think I'm, I, I, I, I, I, I realized the conceptual logical step that I'm missing, which is why I don't think it'll ever work over here if I leave it here. And I'm going to have to and I'll go, I was thinking that I have an ethernet connection in this room and I can use the ethernet connection, but it's still I still need to have the power. The electro coming through the cable. So that's my intellectual misstep. My logical misstep. That's Roberto India Charlie Henry Echo Nancy at Comcast.net. Yeah. Which I can, my first
13:00
Speaker 2
there. Well can you give me your email i mean what's your email so i can send it to you? Uh is it okay if I asked you for your first name and last name? For documentation.
13:00
Speaker 1
appreciate you i'm i have a good one
14:00