V2 Rubric Detail — bec82bf4-7991-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:23
Duration
20m 51s
Contact
843-290-7871
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent provided a generic LED-color overview without diagnosing the specific problem, asking questions, or establishing a resolution path. No troubleshooting steps, ownership, next-step planning, or empathy were demonstrated, leaving the issue unresolved. Technical inaccuracy regarding LED meaning (solid yellow = low internet speed) was confirmed by Assessment 3 as contradicting KB guidance.

V1 Case Analysis

Customer mentioned Linksys Velop Pro 7. Agent gave inaccurate LED meanings (e.g., solid yellow = low internet), failed to collect model/serial, and provided no structured troubleshooting. Call ended without resolution.

Troubleshooting Steps
  • Provided incorrect LED color meanings (e.g., solid yellow = low internet)
  • Suggested checking Ethernet cables
  • Advised restarting nodes and moving child nodes closer to parent
Key Observations
  • Agent incorrectly stated that solid yellow LED means 'internet connection is low' (transcript [07:00]) — per KB, solid yellow on child node means weak signal, not low internet.
  • No collection of product model number beyond 'Velop Pro 7' or serial number.
  • Communication was incoherent and unfocused, with garbled speech and no clear structure.
  • No attempt to confirm actual symptom, topology, or customer environment.
  • Failed to direct customer to correct admin URL (http://192.168.1.1 or http://myrouter.local) or verify access.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect LED interpretation: stated solid yellow means 'internet connection is low' — contradicts KB (led_intelligent_mesh_consumer.md, Path A: yellow solid = weak signal, not low internet).
  • Failed to collect product model number or serial number despite discussing device-specific behavior.
  • Did not follow standard troubleshooting flow: no symptom confirmation, no step validation, no isolation of issue source.
  • Provided no correct access URL for router admin interface.
  • Poor communication: incoherent monologue, lack of empathy, failure to control call flow.
  • Suggested contacting Comcast without confirming ISP or establishing upstream issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed issue resolution; only provided generic LED explanations without addressing a specific customer problem or confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting performed — no symptom identification, diagnostic steps, or verification of modem/WAN connection; interaction was purely verbal advice.
R3 Not Met Correct resolution path conf 96%
No warranty check, product status determination, or appropriate resolution path offered; no escalation, RMA, or best-effort troubleshooting plan provided.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptom or ask diagnostic questions; only recited LED meanings without root cause analysis.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (remote session, admin UI, speed test, etc.) referenced or used; call contained only verbal advice with no opportunity for tool use.
T3 Not Met No misinformation conf 100%
Agent claimed 'solid yellow light means that your internet connection is low', which is inaccurate per KB (yellow = weak signal on child nodes only, not general internet speed).
Communication
C1 Not Met Clear & professional language conf 95%
Agent delivered a long, unstructured monologue without framing the call, setting expectations, or managing transitions; no call control established.
C2 Not Met Confirmed understanding conf 94%
No evidence of adapting language to customer's level or checking for understanding; used technical terms without simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the problem; no follow-up promises or personal responsibility expressed.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timelines, or follow-up actions provided; customer left without a path forward.
O3 Not Applicable Closure confirmation conf 93%
Appears to be a first-contact call; no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation performed and none was warranted based on limited information and lack of identified complexity or hardware fault.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of customer frustration; tone remained purely informational and detached.
X2 Not Met Tone & rapport conf 95%
No adaptation to customer's tone or emotional state observed; agent continued with scripted explanation regardless of engagement.
X3 Not Met Overall experience conf 94%
Customer asked to perform checks (cable, restart nodes) that could have been guided more efficiently; no effort-reduction measures taken.
Call Transcript2 turns · 7 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Thank you so much, Melissa. That's wonderful. Okay. Okay. So, that's like a turn down the cost. The light will turn to solid purple or are promote the unconfigured notes or will turn back to solid blue if you have a configure parent or child going. If you are setting up the nodes using Bluetooth, you will see a pulsing purple light on the node. Once the nodes are set up, the lights will turn solid blue on your parent and child notes, which means that we are set up and online. On the other notes, a yellow or red light indicates that there is something wrong with the network. A solid yellow light means that your internet connection is low or may affect your online activity. A solid red light means internet is down and cannot be able to go online. If you have blinking red light on your child node, the back ball network is down for the child node, while on the parent node, it means that it's not connected to the router. The You can check your cable and make sure that they are properly connected, restart your loading of the nodes, you can also relaunch the child nodes closer to the parent node, or contact your internet service provider who is probably fit. Contact Comcast Support at www.comcastsupport.com for more information. [silence] yes for to you visiting the team and fashion easy looking for my third second you laugh it's this and 30 minutes let the next happen for that's the one one then wiped off and and train Joey again. Hey I'm Dave. All of you try to tell me why though and steve's video is a review of the Linksys Velop Pro 7 Tri-b-band Mesh system but first I need to thank Linksys [audio] think it up to 3,000 square feet of stuff. The guest max work is included too. [silence] [silence] [silence] So disappointed to find out though that these Bellacro 7s, when moved in compatible
06:00