V2 Rubric Detail — bd3c8b0e-6fd7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 14:19
Duration
6m 10s
Contact
Naomi Renek
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134610
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall33.8% (+3.8)

V2 Grader Summary

The agent failed to perform essential troubleshooting steps for a solid red node, skipped tool-based verification, and defaulted to ISP blame and paid-service suggestion without adequate diagnosis. Despite maintaining ownership and setting next steps, the lack of technical progression and empathy resulted in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reported a solid red LED on one Velop node. Agent collected serial/email, confirmed ISP (Spectrum), but did not perform any KB-aligned troubleshooting (modem direct test, mesh reboot, WAN status check, or node compatibility). Advised customer to contact ISP and offered paid support. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and email address
  • Confirmed ISP is Spectrum
  • Asked if parent node and modem had been rebooted
Key Observations
  • Agent did not follow the KB's Velop troubleshooting flow for red node issues.
  • No modem direct test was performed to rule out ISP issues (contradicts KB Step 2).
  • No mesh reboot or WAN status check was performed (contradicts KB Steps 3 and 4).
  • Agent advised contacting ISP without technical validation, which is not aligned with KB guidance.
  • Paid-support offer was made without confirming warranty status or performing basic troubleshooting.
Positive Highlights
  • Collected customer contact information (name, email).
  • Confirmed the customer's ISP (Spectrum).
  • Maintained a polite and professional tone.
Agent Errors / Gaps
  • Failed to follow the KB's LED status check (Step 1) to confirm the red light's meaning.
  • Did not instruct the customer to perform a modem direct test (KB Step 2), instead jumping to ISP contact.
  • Did not guide the customer through the proper mesh reboot sequence (KB Step 3).
  • Did not verify WAN status or cable connections via the web UI (KB Step 4).
  • Did not check for node compatibility or firmware updates (KB velop_mesh_compatibility.md).
  • Offered paid support without performing basic troubleshooting or confirming warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the red node issue; only advised calling ISP and promised email instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were performed (e.g., LED check, mesh reboot, parent node internet verification); skipped core diagnostic flow from KB.
R3 Not Met Correct resolution path conf 90%
Agent defaulted to suggesting paid service and ISP contact without verifying warranty status or attempting standard node reset/pairing procedures appropriate for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (red child node) and asked about reboot and ISP, but failed to logically sequence diagnostics (e.g., check WAN connection, reboot system, verify dashboard).
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., speed test via modem, router dashboard to check internet status, remote session) despite clear need to verify connectivity and node status.
T3 Met No misinformation conf 90%
Statements about modem being the source of internet and needing to verify its status are technically accurate and consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated call and collected information but lacked clear structure, had unexplained silences, and failed to guide toward resolution.
C2 Partially Met Confirmed understanding conf 80%
Used basic language but did not confirm understanding or adapt to customer’s confusion about router vs. node terminology.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the case, collected serial number and contact info, and committed to sending follow-up instructions instead of transferring.
O2 Met Proactive follow-through conf 85%
Set clear next steps: contact Spectrum and expect an email with reset/reconfigure instructions.
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 85%
Failed to escalate despite lack of progress and potential hardware fault indication (solid red LED), which warrants escalation after basic troubleshooting fails.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer frustration or effort; interaction remained transactional with no empathetic statements.
X2 Not Met Tone & rapport conf 85%
Agent used a scripted tone, did not adjust pace or style, and missed opportunities to confirm comprehension during technical discussion.
X3 Not Met Overall experience conf 90%
Customer repeated serial number, was told to contact ISP, and must wait for email—no actions taken agent-side to reduce effort.
Call Transcript12 turns · 13 lines
Speaker 1
Are you ready? Hi, good afternoon or good morning. My router is working, but my node does not seem to be. [silence] . [silence]
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 serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, kindly call back later. [silence] out of warranty product, paid support option may be available, depending on the issue. I thank you for calling Linksys. My name is Josh. How may I assist you today? I see. And,
00:00
Speaker 1
[silence] Um, I have one router and I have two nodes. Is that? Is that the question? On the child, I'm at the main node, not the um the second one. It's red. Correct. Yeah, that's correct. I'm sorry, you say router, but you mean a node, forgive me, I just don't know.
01:00
Speaker 2
how many linksys routers do you have, ma'am? Two nodes. Ohyes, ma'am. And what's the light indicator or what's the light behavior on the child nodes right now? Mhm. Mhm. I see. So just to confirm, this main node is currently wired directly to your router, is that correct? I see. Okay, and may I have the serial number of this main router? Uhyes, ma'am. The thing is when I say nodes, uh that's the white towers that you have and the main node is the one that is wired directly to your modem or router. [silence] the white towers that you have and the main node is the one that is wired directly to your expected. [silence]
01:00
Speaker 1
And you, okay, you want the serial number of that main node? okay, it's two five F as in Frank one three M as in Mary three seven B as in boy one one seven one eight. Yeah, that's right. My first name is Naomi and a O.M.I. my last name is Renk Renk R E N E K. It's Naomi Renk at Gmail.com.
02:00
Speaker 2
Router. Yes, ma'am. Thank you so much for that one, ma'am. So let me again verify the serial number. All right. So it's 25 F 4 - fax - 413enie - M 4 - Bravo - M 67 B - Bravo - 311719. Is that correct? Thank you so much for confirming. And may I also have your first and last name? Uh-huh. And what about your email address? Thank you so much for that. And last thing... [silence]
02:00
Speaker 1
Sprint. Yeah, that's right. Yes. I haven't called them, but I have rebooted it.
03:00
Speaker 2
who's your internet service provider? Spectrum. All right, so again, ma'am, just to verify, you have three Linksys nodes in total. Is that correct? Mm-hmm. So have you already rebooted this parent node prior calling us? And how about contacting d'a how about contacting Spectrum and making sure that your modem is online working, have you tried that one as well? Mm-hmm. I see. Uh yeah, because for this one, ma'am, uh we really need to check if your modem, which is the source of the internet, has an active internet connection. And also, ma'am, I'm gonna set your expectation regarding with the hardware warranty status of your Linksys nodes, so the thing is, according here on our end, uh warranty status
03:00
Speaker 1
[KEEP_UNCERTAIN] Um, but your recommendation since my, I mean, what do you, like, are you able to even tell me, like, there's my, my, my router seems to be online. And my modem router seems to be online. It says it's online. But when I look at the links that when I use your app, it says that there's no internet. Okay, so your recommendation is one call spectrum, and because even though it's the light is on that says it's online, maybe it's not, right? Okay, and then two, yeah.
04:00
Speaker 2
Avail the paid service, your money or your $15 will not be in vain. So for now, I just, uh we just need to make sure that your modem, which is the source of the internet, is online or not working. And also, don't worry if you don't want to avail the paid service for now. I will I will be sending you a step-by-step instructions via email on how to properly reset and reconfigure the nodes. [silence] Yes, ma'am. [silence] So, mm-hmm. So, and two, if example, like Xtremio really insisted that their modem is online or not working, uh you may need to reset and reconfigure the nodes. And rest assured, if you don't want to avail the paid service.
05:00
Speaker 1
All right. Okay. So let me call Spectrum and see how I do.
06:00
Speaker 2
ill now. I will be sending you those attractions. You're most welcome.
06:00