V2 Rubric Detail — a043c2e4-7a7a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 03:10
Duration
71m 21s
Contact
Eric Lumpkin
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00136292
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Speed Test Through LUS
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution3.12/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall56.4% (+22.4)

V2 Grader Summary

The agent successfully guided the customer through factory reset and reconfiguration, achieving internet connectivity and improved speeds. However, the persistent solid red LED and failure to perform required modem-direct speed test or verify backhaul indicate incomplete resolution. Technical inaccuracies included providing an incorrect URL (myrouter.net) and ambiguous 5G references. Ownership was maintained, but no explicit follow-up timeline was given.

V1 Case Analysis

Customer reported Velop node with solid red/blinking LEDs and no internet. Agent performed factory reset without proper isolation. Internet briefly returned but node remained unstable. Incorrect URL (myrouter.net) referenced. No model/serial collected. Customer left to monitor system with no clear path forward.

Troubleshooting Steps
  • Instructed to use child node as new parent node without topology confirmation
  • Directed factory reset via reset button (10-20 seconds)
  • Guided through Wi-Fi setup wizard after reset
  • Incorrectly referenced 'myrouter.net' instead of 'myrouter.info'
  • Advised to monitor node LEDs without further troubleshooting
Key Observations
  • Agent never collected model number, serial number, or warranty status - critical protocol failure
  • No proper isolation: failed to test modem or confirm upstream internet status before resetting
  • Provided incorrect URL 'myrouter.net' instead of correct 'myrouter.info' - material accuracy error
  • Chaotic call flow with no clear structure, repeated confusion, and failure to confirm outcomes
  • Customer expressed significant frustration and confusion, which was not acknowledged
Positive Highlights
  • Correctly identified need for factory reset given persistent red LED
  • Successfully guided customer through post-reset setup wizard to restore basic internet connectivity
  • Used correct local access URL 'myrouter.info' for SPNM-type device in most instances
Agent Errors / Gaps
  • Failed to collect product model, serial number, or warranty status - violates core support protocol
  • Did not perform upstream isolation (modem test) before troubleshooting router - violates troubleshooting protocol
  • Provided incorrect web address 'myrouter.net' instead of correct 'myrouter.info' - materially inaccurate technical guidance
  • Instructed to use child node as parent without confirming network topology or ISP handoff - premature and potentially harmful advice
  • Repeatedly failed to confirm outcomes after steps, leading to confusion and inefficiency
  • Did not acknowledge customer frustration or provide clear summaries of next steps

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer achieved internet connectivity and 506 Mbps speeds after reset and setup, but solid red LED persisted indicating unresolved instability.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent performed reset and guided setup via myrouter.info but skipped modem-direct speed test and backhaul verification, leaving key diagnostic steps incomplete.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting (factory reset, reconfiguration) without citing warranty or refusing help; appropriate for out-of-warranty mesh node issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Identified solid red LED and asked about wall box, but did not fully probe ISP connection, speed, or backhaul signal to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Failed to perform required modem-direct speed test to isolate ISP vs. router issue, a critical diagnostic gap for solid red LED/no internet scenario per KB.
T3 Partially Met No misinformation conf 90%
Correctly guided factory reset and setup flow, but provided incorrect URL 'myrouter.net' instead of 'myrouter.info' for SPNM6 model and ambiguously referenced '5G' (confusing 5 GHz Wi-Fi with cellular).
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained basic control and attempted transitions, but call included unexplained silences, unclear framing, and moments of disorientation.
C2 Partially Met Confirmed understanding conf 75%
Agent used some technical terms (SSID, 5G) without consistent simplification, but adapted slightly by walking through setup steps; comprehension checks were present but inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed hands-on troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 70%
Agent did not explicitly state a timeline or follow-up plan, but implied ongoing monitoring ('I’ll keep an eye on it') and left customer with actionable steps (add nodes, monitor).
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and the issue — while persistent — was actively progressing through L1 recovery steps, so escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent expressed understanding and thanked customer, showing basic empathy, but did not specifically acknowledge repeated effort or frustration beyond surface-level politeness.
X2 Partially Met Tone & rapport conf 70%
Agent continued engagement despite fragmented responses and technical interruptions, adapting pacing to customer’s reboot cycles and connectivity issues.
X3 Partially Met Overall experience conf 70%
Customer repeated actions (reboots, reconnects) and had to use phone due to laptop issues, but agent accommodated device limitations and avoided unnecessary repetition of core info.
Call Transcript20 turns · 77 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 there. Uh, I think this is Debbie from Linksys. I'm calling for Eric. Hi there, sir. Can you hear me okay? Is the line clear? Okay. All right. So, yeah. Um, I actually verify this or uh, yeah, um, we understand as that there's really something wrong with the connection here. Probably it's uh, this could be a known issue but we we will work on it. Okay? We will try to do some isolation. So, um, can we try connecting the uh, the child node, sir, as a new parent node? We will set up the child node as a new parent node.
00:00
Speaker 2
Ms. Ram. Ms. Ram.m It is, it's low, but I can hear you.
00:00
Speaker 1
And we will observe if it's... Sir, let me just verify. Cause you have the... you have connections from the wall, right? And do you happen to know... yeah, coming from outside. Do you happen to know if there's like a box from your fiber connection? From your Internet... Yeah, I understand. Do you happen to know the exact model number?
01:00
Speaker 2
Go give me the pin, the... on the kitchen. They want to inside with the man. No. Yes, it comes from outside. There's a box from the outside, but like I said, when I get my computer to it, I'm getting 500 Megabytes per second off of it. I don't. It doesn't have a number on it. It's outside and it's screwed to the wall. I can go look. So I'll get a - let me grab a flashlight. it's just a Nokia and the other box is the alpha flex point BBBPS boy boy PS that's all I'm seeing the door I was able to open the door well, getting me off of it. Looks like this is the battery, the main battery output. uh, a box above it has a red light. uh, looks like the battery Yes. [silence] Vietnam and what so Okay. Okay. I've swapped the parent node. should I leave the original parent. should I leave the original one unplugged? Yes leave it unplugged. I Okay. Okay. I understand. I I Definitely. Yeah, I'm trying to get back in and I had to log out. okay. give me one second. i'm not seeing any internet connection. you know yeah that's true it's still blinking blue it's blink it's blinking blue yeah. Blinking red. Okay. Yes, ma'am, still blinking red. Thank you. Yeah. [silence] Okay. All right. It's blinking red, but it's showing to 5G is up. Uh, not yet. It pulls it up, it's seeing it, but it's not letting me connect to it yet. Only if you knew how, how, how many hours I've spent with this for the past year. It's still blinking. The red is blinking real fast. Would it not go white without a parent node? We don't have a parent node hooked up, so how would this one go white?
01:00
Speaker 1
That will serve as the new parent node actually. That is hooked up straight to the wall right? You have that connected to the wall? Yes. So, yeah from the wall you connected it to the internet port. Is it to the internet port? Okay. And right now, is it blinking, right? Can we can we go to your computer? And, uh, yeah, are you connected to the five gigahertz?
12:00
Speaker 2
[silence] No, it's not. [silence] There's nothing. [silence] It looks that was coming. It's too bright. [silence] Yeah, it's coming. [silence] Yeah, it's showing wireless. [silence] Is it showing? [silence] It's connected to the wall and that's not pretty good. [silence] There's no problem with the wireless. [silence] So just after we connect it, after updating, it's showing? [silence] It's showing after configuring? [silence] Now it's white, hold up. It might come up now. It's going to white. Let's grab my other glass. My new one. Okay, it's white, but it's not, I wonder, if I turn my Wi-FI off and back on, if we'll refresh it. This is weird. Went back red. And then went for a while. [silence] Stutta grid. Mm-hmm. Mm-mm. Just solid red. Yes ma'am, solid red. I've gone white for a little while but [silence] nothing pulled up and then it went red and it's just solid red. Hold up, hold up. it's showing it showing the 5G no internet, but it's showing and showing the 2G 2.4G but no internet.
12:00
Speaker 1
Yeah, it may take a while, but uh right now, can we go to your computer and um open up a browser? Just go back to myrouter.info. And uh yes, sir, can we can we by the way turn off the uh other nodes the other child um yeah the other two nodes? Okay. Can we just turn it off for the meantime? Cause so we we will focus at this one. Oh, you you turn it off? Okay. Oh, okay. Yeah, myrouter.info.
15:00
Speaker 2
[silence] No, turn the other node off. That's in the front. Turn it off. Now, I'm having my wife, she's in the front, so I want to go to http://my router. What That's info. Oh, I'm going to wait till she turns that one off. Just saying. unplugged okay it's unplugged and it's still solid red on mine
15:00
Speaker 1
[silence]
17:00
Speaker 2
Well, let me do that. I didn't do that yet. Checking the connection. Approximate fire data settings from where, refresh. Can't be found. Uh, okay. Hold on. I need to connect the line to my mobile phone when we're doing this right? Oh, okay. Well, I can't get to it. It's a solid. I, I need to record, hold on one second, this is, my computer needs to restart. Okay, let me do a browser. You know, I see the EDCE lot five G but it says no internet secure. My router info. <start_of_audio> M-M. Can't find the page. I've tried a couple of different browsers. No ma'am. But how if it's not detecting internet through the Wi-Fi, you understand it it's not gonna connect. I I'd have to take a wire up. I'd I'd have to take a wire up to the laptop. I'm sorry.</start_of_audio> Give me the power of the route of power back on. Yeah. Mhm. Mhm. Mhm. [silence] Mhm. Mhm. Mhm. Mhm. [silence] Okay. Shut up, follow your vet. It's blinking blue. [silence] Mm-hmm. I still don't know. [silence] know now I'm see. [silence] uh, yeah, it's actually the the the node is actually solid the light so it might be it might work uh, it went red, why does it go red right before we do that? Uh, okay you want me to go to http:// uh huh okay blue light popped on It keeps on connecting to the 2.4 instead of
17:00
Speaker 1
Okay, so, did you already reset it. The link is blue now. Yeah, right now, actually, we will be, we will be connecting to the default network since we've reset that. Yes, do you see the Velo setup? Kindly turn off and turn on the Wi-Fi, and check if you see their Velo setup. Yeah, so do you see Velo setup? Is one of the networks available? If you click on Wi-Fi. [silence]
29:00
Speaker 2
Now, saying it can't. But it's blinking blue. It's trying to connect to the 2.4 gig. Uh when I click on the five, it says can't connect to this network. You point for develop. What do you mean? thinking
29:00
Speaker 1
Okay. It seems that the device is not reset... Sir Eric, hold on. Did you press the reset button at the bottom of the device? It's the small hole, right? That says reset? Okay, yeah, 'cause it seems the device is not resetting. Yeah, once you press the reset button, sir, the LED indicator on top of the node should go solid blue. It should turn solid blue. And you would be able to see there. Yes, underneath. What is the Wi-Fi?
30:00
Speaker 2
[silence] Trying to connect to the five ADC. It's trying to connect to my five.
30:00
Speaker 1
Can you check underneath that, um, the SSID, what's the, the Wi-Fi name that shows up there? Not on the computer, but on the, on the node. On the, on the Lynksys device itself. Yes. Setup nine-78. So you're not able to see that when you, when you click on the wireless Wi-Fi? Right now, when you press the reset, oh, um, uh, did the light change? The light indicator on top, did it change?
31:00
Speaker 2
on my computer. Let me see. Yeah, Vellup, Vellup setup nine, seven, eight, but that's not what I'm seeing on here. Yes. No. Yes, I am. Mm-hmm. [ silence ] Hmm.
31:00
Speaker 1
Can we try again, sir? If you right click on Belop Setup, do you have the option to forget network? Disappeared. Okay. Alright, I
33:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. spot disappeared. It's not on here no more. Yeah, It disappeared. It was there for a minute. I'm telling you, you have some bugs in your system.
33:00
Speaker 1
OK, so right now it's not showing the Belup setup N. How about on your phone can if you go to Wi-Fi on your phone, does it show up Belup setup N there? Can we select that Sir and then yes. Put in the password. That's underneath the router, as well. [silence]
34:00
Speaker 2
my friend prodded again. Do I do what on my phone? Um-hmm Let me see. [silence] yes it does. password. the password is going to be uh I have it. Mm-hmm Oh. it disappeared. wait for developer there it is the the passcode let me put it in password could join unable to join the network passcode developer setup 978 oh [silence] but I think I know why though. I think I know why. I'm I took a picture the last one. It's going to be a different it's going to be a different password. yeah it was the other one. yeah. yeah. I'll try to do it first. It's always x, w, T. Case. It's working now. Okay, it's showing on connected. APIAJS cannot be found. Should I do it? Home. My. Wrimer. Wrimer. Dot local. Okay. Okay, I mean. It says, if you're trying to administer links this non-base Wi-Fi 7 router and reach this page, it may be due to one of these two reasons. One, your current device is not connected to your router's network. Number two, your VPN is enabled. Uh, number three, you're using a custom DNS provider. Please ensure that your device is connected to the link, Skis, now router. Close any VPN connections and remove any manual configured DNS server addresses and try again. I'm not connected to a VPN, I don't know about DNS server address. Okay, I'm connected on the laptop. Let's see if I can get to it. Okay, there we go. Okay, we're, are we looking under the coupon sub total view or are we looking under the order sub total view? Oh, okay, there you go, there it is. Oh, just trying to get back to the order. Internet connected. This router has been factory reset. All settings have been reset to factory defaults. Continue Wi-Fi name. Should I leave it at what it is? Should I change it? Okay, that's fine. Next. Wait, you want me to go back and change it? That's fine. Okay, I guess not. We're gonna leave all of them. I go to next night mode leave off turn off it says enable night mode to turn off your light automatically from, uh, 8 a.m. leave that off. Okay, next. Your router's wi-fi will briefly turn off and then on if you lose connection. Reconnect to your router's wi-fi to finish set up. it's saving changes no yeah I took a picture of it reconnect to your Wi-Fi I'm going to need that other no back here to connect to Okay, so go next. Okay, next. Okay, next. All right. Develop setup is ready. Finish. to configure advance setting visit My Router.info from desktop computer to add a node okay don't plug in my post okay it's one to access request router password would be okay correct oh my computer I don't know what's wrong with my computer it keeps wanting to restart I don't know what's going on never edit this before okay I think I've got everything I'm going to reboot for a third time here if this doesn't work I'm just done with this this will be from scratch and then I'm going to try to add the node I'm going to turn on traffic monitor turn everything off just access the router see what it's picking up okay [silence] can I do it from my phone? Well, my laptop is trying to reboot for some weird reason. I have no idea. I have a newer laptop, it just doesn't have the capability to, uh, to, uh, that, you know, the, the, the port. Uh, I mean, to connect the Cat5. Oh, it doesn't? True. True. Oh, but that one, that one worked. okay. my phone says I'm connected. web browser. um, myrouter.net. okay it's going up. once the password that you was about to put in. yes ma'am, I got it. It's want me to create a new password. I'm in a law. Okay, I reset it, updated it, and I'm in the mainframe. Uh... Go to the bottom again. Yes. Uh, the one on ports is back to one GB. PS. Say that again. Yes. 55.62 download. it just is that developed setup. All right. That's okay. Take a picture of it. all right, good joke. Yes. Mmm. I had taken a picture of it, but there's these new eyes. So. Go to the uh First of all The The i phone doesn't always take I mean you take a picture, it doesn't always take a picture. That's great. Do you have them written down? and or or or the different codes? Um I took a picture I took a whole picture of it So I'd have it cause I knew I was gonna need it. No, that's what I'm doing but the i phone pro 16s have been having issues. Uh I have to put people in twice. I I have to um If I take a picture of dad and And then when it be there. It's really crazy. Oh. it's pulling up photos. It's just not pulling up that one that I know I took a picture of. All along my wife has something. Okay hold on. okay. broadcast s S. ID is yes. okay. uh security. mode you tell me. uh understand that. um security. um security mode. you said i should leave that at w. p. a. two personal. and but it. it wasn't said it is that it was said something else. wi-fi mode. mix 802.11 b. or a go. Okay, and then Wi-Fi mode can be mixed, mixed up. It'll fall, Jay. Onboard. Okay, I've got [good bye] Now it's doing it faster. [14.68] download. Download. [506.52] should I plug in the other nodes so I can connect them? they're bombing, they're bombing they're plugged in. [silence] reset modes for 20 seconds on top. Reset [sighs] in my bedroom. After I get off the phone with you I can get in your app and I can see. [KEEP_UNCERTAIN] find it and I can list I can listen. [ silence ] to let me like make it blink a light to to tell me which one's which and I can name them. You know, like kitchen or front room or bedroom. I did and what the blue one there. Blinking blue. okay they're both solid so press the big button for how long for how long well no not one's so solid one's breaking one's one's breaking yellow one's like in yellow one so solid Speaker1 Would let another one open. Yeah. [silence] Yeah. Yeah. Yeah. [silence] Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. [silence] Yeah. [silence] Yeah. a speed test and still good. Yeah, well, it's 428.09 down load. and it's about [silence] Yeah. [silence] When I got here, it was 390. [silence] and it's 506.69 at both the blinking white still One solid, one's still blinking. you know what I mean, to this one it's just giving me a hard time getting to it I finally got to it yeah on the phone it's it's doing fast uh set still on 433.75 down and I can move them all back with and need to, okay. The original parent note, okay. Yes, man. Okay. Okay, well, I'll keep an eye on it and I appreciate it. Thank you for your time. I know it was a long time. Yes, ma'am. No problem. I appreciate your time and your, your professional. You've been very professional through the whole course. Yes, ma'am. [silence] Okay. Okay. I appreciate it. Thank you very much, man. You too. Bye-bye.
34:00