V2 Rubric Detail — a2375e6e-5fa2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:19
Duration
10m 8s
Contact
noname
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#GI00132142
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). 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
Efficiency3.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall76.0% (+40.0)

V2 Grader Summary

The agent delivered technically accurate and logically sequenced troubleshooting, correctly diagnosing a likely factory reset and guiding the customer through isolation and node replacement. However, the interaction lacked empathy, clear framing, and a confirmed resolution, resulting in a partial resolution. Customer effort was minimized with practical, efficient steps.

V1 Case Analysis

Customer reports solid red LED on all Velop nodes and only default 'Velop' SSID visible. Agent advised modem test, factory reset (incorrectly stated as 20-second hold), app reinstall, and node swapping. No model, serial, or warranty collected. Issue not confirmed resolved.

Troubleshooting Steps
  • Advised to test internet connectivity by connecting a laptop directly to the modem.
  • Suggested a factory reset of the primary mesh unit via the reset button (incorrectly specified as 20-second hold).
  • Guided the customer to reinstall the mesh using the Linksys mobile app with default credentials.
  • Mentioned that nodes can be swapped to change parent/child roles.
Key Observations
  • Agent never asked for or recorded product model, serial number, or warranty status—critical omissions for a hardware troubleshooting call.
  • Provided incorrect LED status interpretation: stated green/blue means online for Velop, but solid white indicates online; solid red means no internet or failed boot.
  • Instructed 20-second reset hold, but Linksys KB specifies ~10 seconds for Velop factory reset—excessive hold time could risk hardware or confuse customer.
  • Failed to verify whether the modem had internet before recommending a reset, risking unnecessary disruption.
  • No case number was created or referenced, and no follow-up (email, KB, callback) was scheduled—operational closure was vague.
Positive Highlights
  • Suggested a direct modem test to isolate the WAN issue—correct first step for red-light troubleshooting.
  • Correctly identified that default SSID appearance indicates factory reset state.
  • Accurately explained that any Velop node can be reassigned as parent—valid mesh flexibility.
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial, warranty).
  • Provided incorrect LED status information for Velop (claimed green/blue = online).
  • Gave an incorrect reset duration (20 seconds instead of ~10 seconds).
  • Did not verify whether the modem had internet before recommending a factory reset.
  • Did not create or reference a HappyFox case.
  • Failed to offer any concrete follow-up (email, KB article, scheduled callback) beyond 'call back if it doesn’t work.'
  • Repeated vague affirmations ('yeah,' 'mm-hmm,' 'correct') without adding value or confirming understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call without confirming resolution; agent did not verify success of any steps, leaving outcome unconfirmed.
R2 Met Diagnostic thoroughness conf 94%
Agent advised logical sequence: test modem directly, factory reset if needed, reinstall via app, and swap nodes — all appropriate and progressive steps.
R3 Met Correct resolution path conf 96%
Agent recommended correct path: isolate modem, reset device, reinstall via app, and use node-swapping workaround — suitable for suspected hardware/config issue.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified red LED = no internet, recognized factory reset via default SSID (Velop), and inferred prior reset; root cause correctly narrowed to configuration or hardware failure.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools required; agent used standard diagnostic logic (direct connect test, LED interpretation) appropriate to the issue.
T3 Met No misinformation conf 97%
All technical info accurate: red = no internet, blue/green = online, 20-second reset, default SSID indicates factory reset, nodes are interchangeable.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided guidance but failed to set expectations, frame the call, or summarize next steps; multiple silences disrupt flow.
C2 Met Confirmed understanding conf 93%
Agent used simple language, confirmed understanding through repetition, and adapted explanations to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, and stayed engaged until customer disengaged.
O2 Partially Met Proactive follow-through conf 87%
Agent gave a clear next step (connect laptop to modem) but did not set timeline or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted at this stage — issue was still under active troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but offered no explicit empathy or acknowledgment of frustration; tone was procedural, not supportive.
X2 Partially Met Tone & rapport conf 89%
Agent maintained basic engagement and repeated instructions, but did not actively adapt tone or check comprehension beyond surface level.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, gave efficient steps (test, reset, swap), and empowered customer with clear, actionable solutions.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to linksys support. Hello, thank you for calling links. This is Val. Is your first time calling?
00:00
Speaker 1
A problem, I need your advice.
03:00
Speaker 2
Mhm.
03:00
Speaker 1
I turned off the power on both of them at least 5 or 10 times. And um, it never brings the um Linksys back on. It always stays red the light on the top. Right? That's a good idea. That's a good point, because um yeah. Okay, I'm going to try that. Right?
04:00
Speaker 2
So if that's going to be the case then it still means the Linksys still doesn't recognize the connection. You can first try bypassing the Linksys. So you can isolate the issue properly. You can connect a computer or either laptop directly to that modem, right? So just to check if it there is an internet connection. Yeah. If it's confirmed, that's the time you can yeah, that's the time you can try to factory reset the Linksys but you have to install it all over again. But um if there's no internet connection during that uh yeah but if there's no internet connection, then of course that simply means the modem um is not uh responding [silence]
04:00
Speaker 1
Okay, so here's another observation. So here's another observation. Before we had this problem, I had a username and a password with my Linksys. That username doesn't pop up anymore, but I get a different pop up. I get Velop, V-E-L-O-P and then some numbers or something. And then I I got that and I connected to that and then on the bottom of the Linksys there's a password for that Velop. But that still doesn't work. Do you know what that means that I get Velop but I don't get the username that I created a long time ago? Oh, I've tried everything. I've pushed resets, I've powered down, powered up. But the only thing I get is Velop. You know what Velop means? Does Velop mean that?
05:00
Speaker 2
[silence] Did you press the reset button? Okay. Yeah. Um, what happens if it goes back to Yes? You know what, if you press the reset button, it goes back to the same screen.
05:00
Speaker 1
I and how did you install it? I installed it with a mobile app, with the Linksys mobile app. is it but um I by the way, I didn't reset the Linksys the first time that I got that Velop. I got the Velop even before I did the reset. Are you sure that that Velop doesn't show up automatically all the time also? I see.
06:00
Speaker 2
original Wi-Fi name, ma'am? Now, if you have observed that the Wi-Fi name that was written on the sticker label shows up on the Wi-Fi settings, it means you have already factory reset your Linksys, ma'am. So you have to install it again. Yeah. Yeah, you can install it using the Linksys app, yes? It's just that you show how you install it before. [silence] Um, we're not really sure about that, but if it goes, uh, if you see the original Wi-Fi name of the sticker label, um, that means it was factory reset.
06:00
Speaker 1
okay I see is it okay to use the factory one or is it better to create my own one is it okay to use the vel it doesn't change the speed or anything the performance is the same right right it's the same uh-huh understood okay. wow thank you for that help. I'm going to give it a try. I'm going to do what you said. The first step I'm going to connect an ethernet directly to the modem. see if that works. I mean an ethernet directly to a laptop a computer and if I have a connection then I know that um then the problem is the to mesh unit. And then I have several mesh networks. The top one is the mesh box under the mesh group I have or I have two and under it I have six and three and that's that middle one that there's one links with units under that one where the problem started. I don't know if it's hardware problem or configuration or
07:00
Speaker 2
you before and that was still the Wi Fi name then it wasn't changed so you can just install again so you can yeah use the same Wi Fi name and password that you want uh using the application yeah it's actually okay it's actually okay and uh yeah performance is the same it's just that that's the rotten issue so you can recognize it and you have the option to change it yeah mm-hmm mm-hmm welcome yes yes mm-hmm mm-hmm [silence]
07:00
Speaker 1
units if the one that's connected to the Ethernet downstairs went bad maybe I can take another one that's upstairs and connected to the one downstairs and that way I at least I'll get something you know what I mean because I have three of them in the house right so if there's a doing with have to create a parent and a child or you can just switch them around the easy it's not a problem. Okay okay okay so any of them I can take that are upstairs that that are not the an connected I can take one of the upstairs one and plug it in to the Ethernet downstairs where I have it connected directly to the modem I don't have to configure anything just plug it in and see what happens. okay great and then the one downstairs has the red light that's why all the other [silence]
08:00
Speaker 2
Right. Yeah, you can try that option. Okay. Um, you can actually switch them around, you can just switch another node to be a parent node and vice versa, it's not really having a specific one device only, yeah. You can switch them around. correct. Ah, yes. That's correct.
08:00
Speaker 1
Other ones upstairs are also red light, right if the one next to the modem is not working but all the other ones are also going to have a red light, right? And what is the blue light or green light mean? Do you know what the different colors mean? Oh, they're they're the same green and blue, there's no difference. Okay. I see. And if the is a little like a little thing? And you just push it and hold it for five seconds or something? Typically, how many seconds? 20, 20 seconds. Okay.
09:00
Speaker 2
Yes. Yes. It will affect the others as well. Green or blue, that means it's online. Yeah, there's no difference. As long as it's just near to color blue or aqua green, something like that, it's online. But if it's red, there's no internet. Yeah. Yes. Yeah. Yeah. It could be 20 seconds. Yeah. 20 seconds. Correct. Yeah.
09:00
Speaker 1
Thank you. Have a wonderful day. Bye.
10:00
Speaker 2
You're welcome. You too. Bye bye.
10:00