V2 Rubric Detail — ae6ab2c2-665e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:00
Duration
10m 21s
Contact
Shannon Routhier
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133221
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall6.8% (-37.2)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, adapt to the customer’s non-technical level, or escalate despite clear frustration and unresolved issues. Only minimal, generic advice was given without using tools or establishing ownership, resulting in an unresolved outcome with poor customer experience.

V1 Case Analysis

Customer reports WHW03 V2 mesh system flashing red, one node unlit, and no internet. Confused about modem-to-router cabling. Agent advised basic checks, created ticket #133221, and promised a Wi-Fi fix guide via email. Issue unresolved; follow-up needed.

Troubleshooting Steps
  • Confirmed product model number (WHW03 V2).
  • Advised customer to ensure the main router is connected to the modem.
  • Suggested checking the power switch and power outlet.
  • Recommended power-cycling the router.
Key Observations
  • Agent correctly identified the product model (WHW03 V2) and captured the customer's email address.
  • Agent did not collect the serial number or verify warranty status, which is a protocol miss but not critical for this call type.
  • Customer expressed confusion and frustration multiple times, but the agent did not slow down or provide structured, step-by-step guidance.
  • Agent did not validate the WAN connection via LED status or confirm correct port usage on the modem, which is a key step for Internet/WAN setup issues.
  • The KB (`velop_router_setup.md`) specifies that for WHW03 V2, the primary node's Internet (blue) port must be connected to the modem. The agent did not confirm this topology.
  • The agent's advice to check connections and power cycle is technically correct but too generic and not tailored to the customer's confusion about cabling.
  • Call ended without confirming whether the issue was resolved or improved; customer disengaged and said she would have her husband call back.
Positive Highlights
  • Correctly identified the product model as WHW03 V2.
  • Captured the customer's name and email address accurately.
  • Created a valid HappyFox ticket (#133221) for continuity.
  • Offered to send a Wi-Fi fix guide via email, which may provide some self-help value.
  • Avoided pushing paid support prematurely, which aligns with policy for in-warranty or eligibility-unknown cases.
Agent Errors / Gaps
  • Failed to collect the product serial number, which is a protocol miss but not a critical error for this call.
  • Did not perform a systematic WAN/LED diagnosis (e.g., verify WAN port LED, confirm modem connectivity, check for solid white vs. red on Velop nodes).
  • Provided only generic advice without confirming each step's outcome or isolating the issue, which led to customer confusion and disengagement.
  • Lack of empathy and poor call control: did not acknowledge customer frustration or adapt pacing for a non-technical user.
  • Did not confirm correct cabling topology—specifically, that the modem’s Ethernet port must connect to the primary node’s Internet (blue) port, as outlined in the KB.
  • Allowed the call to end with no confirmed resolution or concrete next steps beyond sending an email, which is insufficient for an unresolved technical issue.
  • Excessive silence and abrupt transitions disrupted the flow and likely increased customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call frustrated, stating they will get their husband to call later; no resolution achieved or path provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent offered only one vague instruction ('make sure main router is connected to modem') without systematic steps like power cycling, checking WAN LED, or testing modem directly.
R3 Not Met Correct resolution path conf 96%
Agent did not determine product status, ISP situation, or appropriate path (e.g., best-effort troubleshooting or escalation); gave minimal, generic advice.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified LED symptom but failed to ask diagnostic questions about cable placement, modem status, or power cycle history; no root cause pursued.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote access, admin UI, logs) despite customer confusion and visible hardware setup issues requiring verification.
T3 Partially Met No misinformation conf 91%
Instruction to connect router to modem is technically correct but incomplete; did not include power cycle sequence or port verification.
Communication
C1 Not Met Clear & professional language conf 96%
Agent held call without explanation, failed to set expectations, and lost control as customer expressed frustration and disengagement.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms like 'modem' and 'ports' without simplifying for non-tech user; did not confirm understanding or adapt language.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent provided ticket number but did not own resolution; allowed call to end without follow-up plan or commitment to resolve.
O2 Partially Met Proactive follow-through conf 92%
Provided ticket number and promised email with guide, offering a next step, but no timeline or actionable follow-up for resolving the issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Customer was unable to troubleshoot and expressed frustration; warranted escalation to higher support was not initiated.
E2 Not Met Escalation prep & handoff conf 97%
No escalation performed, so execution could not be evaluated; customer left unresolved.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent did not acknowledge customer’s frustration ('This is so annoying') or express empathy; remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or method to match confused, non-technical customer; continued asking complex questions.
X3 Not Met Overall experience conf 95%
Customer repeated confusion about setup multiple times; agent did not reduce effort by guiding step-by-step or simplifying tasks.
Call Transcript22 turns · 22 lines
Speaker 1
Hi there. I called for technical support. I think I may have done something wrong, so I just wanted to call back and give it another whirl.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available, depending on the issue. [silence] Hi. Thank you for calling Linksys. This is 3G and I'm going to help you today. Okay, so let me just check, ma'am, if you have an existing record to pull up. Let me just confirm if I'm talking with [silence]
00:00
Speaker 1
Yes. Yep. Correct. I can see on my modem, oh, I have internet. So my link this is like red and flashing and one has no color. Just I just wanted to let you... [silence]
01:00
Speaker 2
I'm Shannon, and your email spells as ROU, P-H-I-E-R? Shannon at gmail.com. And what is your concern regarding your Linksys devices? Okay. Okay. So, you don't have internet. Okay. But by the way, can I please hold this call for three to five minutes to review the troubleshooting you did with the previous technician, okay? So, please stay on the other. Go ahead.
01:00
Speaker 1
Hi. Yep. It is flashing red. No, only one is flashing red. One, it is solid red. And one has no color at all. What is it. I have a bad connection down here, because we need a [silence]
02:00
Speaker 2
Hello, are you still there? Okay. So what is the current light indicator of the main router? So they are flashing red. Okay, the one that doesn't have a color at all. Make sure it is turned on.
02:00
Speaker 1
uh, an internet for our phones to work, but it is plugged in and on. What? Oh. uh. Let me see. Let me see the correct one. yup. red light. Yes. so I think I was using the wrong end before. Uh, it is model number WH W 0 3 V 2 [silence]
03:00
Speaker 2
Okay, so let's just try to keep an observing it.
03:00
Speaker 1
community fiber, but they went bankrupt. So there's no new name yet. Like I think there's like how many ports in the main one there's two. Um, one, two. So I, I just have a question because I don't know how I don't I'm not techy at all. So I have like a 24 volt box that has a LAN table coming out of it. And then like the Ethernet and I so I think I have the wrong thing plugged in. Hold on one second. I don't know.
04:00
Speaker 2
What I mean is the model number of the modem, of your internet service provider. And how many ports on the modem? Okay, so you have, okay, so your
04:00
Speaker 1
I don't know what's supposed to be plugged in where. So this -- I'm going to try this. Hold on. Okay, let's try this. Okay, so I just plugged in something different. This is now not plugged in anywhere, so that doesn't make sense. I don't know what I'm doing. So now it's beeping, making noises. [silence]
05:00
Speaker 2
[silence] Okay. Yeah, [silence] make sure your main router is connected to the modem. [silence]
05:00
Speaker 1
beeping. beeping. beeping. I don't know
06:00
Speaker 2
Okay. You have a hub, right, provided with your community fiber or the modem. What I mean the modem. Except for your linksys routers, you have a device there, a white or a black box provided also with your internet service provider, which is your main router connected. [silence]. How many ports? [silence] Transcribe this audio from the left channel. Output plain text, with no labels or timestamps. If there is silence or no speech, output only: [silence]. We can support all five. [silence] we'll keep you locked in. [silence] we share a Quadrant.
06:00
Speaker 1
... hi. Mm-hmm. Yeah, no. The modem has like two. Two? Yes. Mm. I don't know. I'm just going to have to get my husband on the call later. Sorry. I just don't know what I'm doing. I don't know. One. I don't know. Probably like Best Buy or something.
07:00
Speaker 2
Do you have with that box? Not the Linksys routers, okay? The other device provided by, okay, the modem has two. Including your Linksys routers, has two. Your Linksys routers, ma'am, are the WHW03. And you have three nodes, right? And you have also a different box provided by your community fiber. Okay, so how many devices provided by your community fiber for? So where did you purchase your Linksys routers? Okay so it is not Bundle.
07:00
Speaker 1
No. Mhm. No, this has no lights. I don't honestly, I don't know what's going on anymore. This.
08:00
Speaker 2
okay, so since there's one device provided by community fiber. Grab the main router and also grab an Ethernet cable and then plug the other end of the Ethernet cable to the modem through one of the Ethernet port of your WH saw three. Make sure your main main router is plugged in directly to the power outlet and kindly check the switch if they're stuggled on.
08:00
Speaker 1
This is so annoying. And then let's should go to this. Where the bar poses be? No, I'm just gonna get my husband to call later. I don't know what's going on. Sorry, thank you though. Mhm. 1, 1, 3, 3, 2, 2, 1. Perfect, thank you. Okay, thank you. You too. Bye.
09:00
Speaker 2
that's okay but let me provide your ticket number Shannon just in case you call us back so the next technician can quickly access your information so it's one three three two two one you are welcome and I will also send you our Wi-Fi fix it service guide for the helpful tips and guidance via email. I will send it after this call. you are welcome and have a great day Shannon. Bye.
09:00
Speaker 1
Oh, sorry. OK, bye.
10:00
Speaker 2
Can you please end this call for me? Thank you. Hello? Shannon? Yeah, it's okay.
10:00