V2 Rubric Detail — ac0d1c1a-76f1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:12
Duration
12m 6s
Contact
Jeff Menjivar
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00135789
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Reconfiguration
⚠ 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
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall10.8% (-45.2)

V2 Grader Summary

The agent failed to resolve the issue or make technical progress, offered only articles without confirming setup success, and provided technically inaccurate bridge mode advice unsupported by KB for a Velop node used with a third-party router. No meaningful troubleshooting was conducted, ownership was lacking, and communication was poor, resulting in an unresolved outcome.

V1 Case Analysis

Customer Jeff Medovar reported that his renewed WHW01 Velop mesh system fails to obtain internet when connected to Spectrum modem. Agent confirmed out-of-warranty status, collected serial (M7B24407), and advised using bridge mode/access-point configuration with a promise to email KB articles. No troubleshooting steps performed; issue remains unresolved.

Troubleshooting Steps
  • Collected customer personal information (name, phone, email).
  • Requested and recorded serial number; identified product as WHW01 Velop.
  • Informed customer the device is out of warranty.
  • Advised using bridge mode/access-point configuration and offered to email KB articles.
Key Observations
  • Agent did not perform any basic diagnostics (LED status, power-cycle, WAN verification).
  • Advice was vague; no concrete configuration steps were given nor verified.
  • Call contained long silences and repeated information collection, reducing efficiency.
  • Agent did not verify if the customer could access the router UI (myrouter.local or 192.168.1.1).
  • Agent incorrectly implied bridge mode as the only solution without diagnosing the root cause of the connectivity issue.
Positive Highlights
  • Accurately captured serial number and identified the product family (Velop WHW01).
  • Clearly communicated out-of-warranty status and support limitations.
  • Offered to send relevant knowledge-base articles to the customer.
  • Collected complete customer contact information for follow-up.
Agent Errors / Gaps
  • Failed to run standard connectivity troubleshooting (LED check, reset, WAN test).
  • Did not verify the customer could access the router UI (myrouter.local or 192.168.1.1).
  • Provided only a high-level suggestion without step-by-step instructions.
  • Incorrectly framed bridge mode as the solution without first diagnosing whether the device could obtain internet in router mode.
  • Did not check if the modem was in bridge mode or if MAC address binding was required, which are common issues with Spectrum.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only offered to send articles and did not get the mesh system online or confirm any setup success.
R2 Not Met Diagnostic thoroughness conf 95%
Minimal troubleshooting – only asked about LED color, no power‑cycle, reset, or configuration steps attempted.
R3 Not Met Correct resolution path conf 94%
Agent declared the device out‑of‑warranty and limited help to articles, without providing best‑effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent asked about LED color and connection topology, indicating some diagnostic intent, but did not establish a logical sequence or root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, firmware check) were used despite a clear connectivity issue requiring investigation.
T3 Not Met No misinformation conf 95%
Agent suggested 'bridge mode' to use a Velop node as an extender for a non-Linksys router, which is not supported by KB; child nodes must be paired to a Linksys parent router.
Communication
C1 Not Met Clear & professional language conf 92%
Call lacked clear framing, expectations, and smooth transitions; long silences and repeated verification confused the flow.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon and repeated verification without confirming the customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; simply offered links and did not follow through with hands‑on assistance or commitment to resolve.
O2 Met Proactive follow-through conf 91%
Agent promised to send an email with articles after the call, setting a clear next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history to reference; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the out-of-warranty status and basic setup nature.
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 93%
Agent gave no explicit empathy for the customer’s frustration or repeat‑purchase situation.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace; repeated verification caused confusion and disengagement.
X3 Not Met Overall experience conf 92%
Customer had to repeat personal information multiple times; agent did not streamline the process or reduce effort.
Call Transcript22 turns · 22 lines
Speaker 1
Hello. My name is Jeff. Uh, so, I have one of your, um, mesh systems that I'm trying to set up. Um, but I'm having issues setting it up. Uh, so, I got it at, um, like a liquidation. It's renewed. Yes.
01:00
Speaker 2
For out-of warranty product. Paid support option may be available, depending on the issue. [silence] Um, hi. Thank you for calling. [silence] My name is Clark. How can I help you? [silence] Uh, [silence] right, is this a newly purchased device that you're trying to set up or it is working fine before? [silence] Oh, it's a renewed, um, device. [silence] Um, where did you purchase this device? [silence]
01:00
Speaker 1
um at a like liquidation source so it turns on and like off but when I try to connect it to the internet it doesn't like I have it plugged into my modem and to the internet and it just like won't connect to the internet I don't know if I'm supposed to use like my old router to connect them or like can I use my old router like can I just like connect the system through my old router uh it's a uh we have spectrum I was trying to uh like put the messed up thing but I I was connecting it to the modem where it says the internet and and it just it wouldn't connect but with my old router it worked perfectly fine
02:00
Speaker 2
25 So is is your old router like a mesh router also or not? Okay. Uh-huh. Uh-huh. Okay. [background sounds] Okay. [background sounds] Is the old one is is a mesh router also? Or not? Okay. Uh-huh. Uh-huh.
02:00
Speaker 1
Uh, no, it's a suspect from route or. Yes, yes, yes. Okay. Uh, Jeff Medovar. J-e-f, last name M e n, j-e-f-a-r. M n, j-e-f-a-r. Eight one three, three three four, two five two four.
03:00
Speaker 2
Your old router a links is also a links device? Oh, it's a Speck toom router. Okay. Got it. We can definitely try to check and see what is going on right now, why it's not getting any internet connection. However, I need to gather some information first in order for me to create a ticket in our system. Can I have again your first and last name? Oh, can you repeat your last name? Jeff. M-A-R. Oh, MEN. Oh, got it. And, can you please uh provide your phone number to me? Uh-huh. Alright, so it's 813
03:00
Speaker 1
Yes. Correct. Okay. Jeff, first last name. 086 at gmail.com. So, Jeff Mandivar 086 at gmail.com. Okay. Two five, F one three, M three seven.
04:00
Speaker 2
3 3 4, C, uh, 524, C-C-C. All right, in case the call got disconnected, I'll be using this phone number so I can give you a call back right away. Uh, can I have also your email address? So, okay. Got it. At Z email.com. All right, thank you so much. Since I already have your personal information, then, I'll be asking now for the information of your Lynx Strata. Um, can I have the serial number of that one, please? You, uh, you can find it at the bottom of the device itself. Uh-huh. All right?
04:00
Speaker 1
m7 B2 4407. [silence] Oh, I see. [silence] uh, WHW 1 [silence] a spectrum. [silence] Uh, no, I gotta, at uh, he
05:00
Speaker 2
[KEEP_UNCERTAIN] m37 okay okay and what is the model number of it mmhmm okay got it thank you and I may know who's your internet service basically all right so let me just try to check on this one so you purchased this one as a renewed device do you have a receipt on this um jeff
05:00
Speaker 1
I got it at a liquidation store. Can you repeat that? Okay. Kind of. You know the, like, the places where there is Amazon returns and you can get deals for like $5? Yeah. One of those. Yeah. Yeah. Uh, I mean, I just have the receipt that they gave me, but I can't return to them. It's a final purchase. And then there's like, yeah. Okay.
06:00
Speaker 2
like a thrift store, something like that? huh? Oh, okay. alright. but there's no Receipts or something like that. Is that correct? Okay. Got it. Mhm. Because apparently, this device that you have right now is ready. done our system, it's already out of warranty as of the moment. Um, so, based on our policy, we can no longer provide any support. If the device is out of warranty, however, what we can only provide is, uhm, we can send over some articles.
06:00
Speaker 1
no speech, output only. If there is silence or no speech, output only: [silence] Then yeah, right now I'm setting up like I'm reconnecting my old router. So that that's what's turning on right now. But I have the the node on. I like can I use it as an extender? Like can I use these routers as to my current one?
07:00
Speaker 2
And uh some links that you can try to check on in order for you to properly set up. Um this link is out there. So I would like to ask um the moment that you were going to plug this one directly to your modem uh from spectrum, um Jeff, what is the light on top that it will show up? Uh purple or pink? Uh-huh. Um are you connected to the Wi-Fi? Uh-huh. Are you connected to the Wi-Fi, okay? Okay. Okay. Um, you can you we can uh we can um
07:00
Speaker 1
so the the parent node has to be wired to the main router right? okay okay okay That's fine. That's fine. I'll try that then. Can you send me like okay okay wait uh No. Sorry There was like a little paper from Amazon that said we're new Like they claim in the it's
08:00
Speaker 2
actually you can actually set it to a bridge mode, but it needs to be wired directly your main router. That's actually correct. If you want it to be like an extender or an access point. is you can actually make a there's an option there that you can set it to a bridge mode but it needs to be wired directly to the main router. Okay. Um all right. I can send you over. Yeah, I can send you over some articles on how to pop up um on how to connect uh the router and how to set it as a bridge mode. Okay? Okay, go ahead. Mhm.
08:00
Speaker 1
[KEEP_UNCERTAIN] bots. I don't know if that helps. Uhm. I thought there were new device line. It doesn't have anything that it just says like that it's a renewed device says renewed like new renewed device by Amazon. You're covered by Amazon Renewed guarantee on all orders. It was a Word. No, I purchased this in store in like one of those liquidation stores. Yeah, yeah. But it doesn't have anything. Never mind. Okay, my my old router is on, so the Wi-Fi for that is on. You said just plug it in. Like if I was chosen,
09:00
Speaker 2
mm uh-huh okay to your purchase it online is that right oh okay you uh-huh you gotta yeah it's just uh-huh yep it needs to be connected to wire and then you need to just find it um and then you need to log in so if you're on a computer that's been used before then you probably have the username and password mm uh-huh okay so you need to put that in and then you can create your award app
09:00
Speaker 1
okay okay okay okay okay okay okay okay yep lower case j-e-f-e-s-m-n-j-i-o-a-r-086 at g-mail.com
10:00
Speaker 2
they, the, the, the setup process in order for you to, to set it to bridge mode is, is the, we need to access the, um, user interface, or the, the router settings. And then you need to set it to bridge mode in order for it, to, to act like an extender and an access point, um, since your, um, main router, which is from Spectrum is working fine. So, yeah, I can send you some articles on how to access the, uh, the interface and, uh, and also in how to set the router to bridge mode. Okay? All right. Um, but again, um, Jeff, can you please, uh, verify again, um, your email address, please? Uh, phonetically. Just to make sure. Mhm.
10:00
Speaker 1
j for juliet zero six that yep V for victor Yep zero eight six six yep okay thank you [silence]
11:00
Speaker 2
Okay. So let me just verify again, your last name. So it's MEN? [silence] M-E-N for Nancy, is it J for Juliet or G for goat? [silence] Okay. And then I for India, is it B for Victor, or is it B for bravo? Okay, and then A for Alpha and then AR806@gmail.com. Is that correct, manzovar? Okay. [silence] All right, got it. So after this call will be ended, I'm going to create an email notification. I'll create an email, uh and then I'll attach those links that's for out there to Bridge Not. Okay? You're very much welcome Sir Um, sir Jeff. Again, this is Clark from Lincest. Have a good one. Take care and goodbye.
11:00