V2 Rubric Detail — bf8253b6-7a00-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:38
Duration
27m 7s
Contact
Matt Rupe
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136155
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall38.9% (-17.1)

V2 Grader Summary

The customer achieved partial functionality with both nodes showing solid green and internet access restored, but the agent failed to use proper diagnostic tools or verify WAN status, relied on inaccurate terminology (e.g., 'Lynx app'), and did not fully own the resolution. Despite disorganized communication, the agent provided enough actionable steps to yield progress, resulting in a partial resolution rather than an ownership gap.

V1 Case Analysis

Customer reported both Velop nodes showing solid red LEDs and no internet. Agent performed multiple resets including a 5-press reset without confirming model compatibility. Nodes eventually showed solid green and internet worked upstairs. Downstairs node connectivity not verified. No model number collected. Advised to relocate and test.

Troubleshooting Steps
  • Asked about number of nodes and topology.
  • Performed power cycles and reset button presses on the parent node.
  • Instructed a 5-press reset (press reset button five times within five seconds) without confirming model compatibility.
  • Observed LED change to solid green on both nodes.
Key Observations
  • Agent did not verify WAN connectivity by testing directly at the modem, skipping Step 1 of the universal_isp_modem_diagnostics.md guide.
  • Model number was never obtained, violating protocol for model-specific guidance.
  • 5-press reset was advised without confirming the device supports it; this method is not valid on Cognitive Mesh models (MX6200, MBE7000, LN1400) per universal_5press_models.md.
  • LED behavior was misinterpreted: solid red means no internet (Path C in led_intelligent_mesh_consumer.md), not a setup issue.
  • Resolution was not fully verified — only upstairs connectivity was confirmed.
Positive Highlights
  • Collected customer name and email for case documentation.
  • Maintained a polite and patient tone throughout the call.
  • Persisted through multiple reset attempts and eventually achieved a working state on the primary node.
  • Correctly identified that the nodes needed to be reset and re-paired to recover from the red LED state.
Agent Errors / Gaps
  • Failed to collect the router model number, preventing accurate model-specific troubleshooting.
  • Skipped the recommended direct-modem test step from the ISP/Modem diagnostics guide (universal_isp_modem_diagnostics.md).
  • Provided 5-press reset guidance without confirming the device supports that method; this is invalid on Cognitive Mesh models (led_cog_mesh_group_a.md).
  • Did not check the router's WAN status via the web interface to confirm internet connection.
  • Did not verify that internet was working on both nodes before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer states 'I got internet working' and both nodes are solid green, but agent did not confirm WAN connectivity or validate full resolution through proper diagnostics.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped direct modem test but guided customer through 5-press reset, SSID verification, and physical relocation — actions that led to symptom improvement, though core ISP/modem isolation was skipped.
R3 Partially Met Correct resolution path conf 80%
Agent pursued troubleshooting appropriate for a configuration/connectivity issue; did not confirm warranty but no RMA was needed as the issue appeared resolvable — however, path selection lacked diagnostic foundation.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to follow the authoritative diagnostic flow in universal_isp_modem_diagnostics.md; specifically, the agent explicitly stated 'we will just assume that on the modem is online' and bypassed the required Step 1 (Direct Modem Test) and Step 3 (WAN status verification via web UI).
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use required tools/resources: no guidance to access the local web interface (192.168.1.1) to verify WAN status or IP assignment, and no remote session was used despite the customer's inability to resolve the issue independently.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect information: 1) Referred to a 'Lynx app' (not a Linksys product); 2) Instructed the customer to use the 5-press method 'to set up the router' [08:00], which contradicts universal_5press_models.md stating it is for 'diagnostic escalation' and 'NOT a factory reset' or setup tool.
Communication
C1 Partially Met Clear & professional language conf 85%
Call had long silences and unclear transitions, but agent maintained engagement, gave sequential instructions, and stayed on task despite disorganization — did not fully lose control.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'develop setup' and 'Lynx app' incorrectly, but attempted to adapt by walking through steps; customer followed instructions, suggesting partial comprehension despite inaccuracies.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and guided through multiple steps, but deferred hardware movement ('you can fix it later') and did not ensure full resolution — shared ownership with customer.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set formal timeline, but did provide next steps (move node, reconnect devices); outcome was implied rather than clearly structured, but customer understood what to do.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was resolved enough for customer satisfaction — no escalation trigger was present.
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 85%
No explicit empathy statements, but agent remained patient through customer frustration and technical difficulties, staying solution-focused without impatience or discourtesy.
X2 Partially Met Tone & rapport conf 80%
Agent did not fully adapt to customer confusion (e.g., repeated 'develop setup'), but continued guiding and checking progress, maintaining engagement despite suboptimal clarity.
X3 Partially Met Overall experience conf 85%
Customer repeated serial number and reset attempts, and had to move hardware — but agent did reduce effort by guiding through recovery steps that ultimately worked, avoiding full factory reset or replacement.
Call Transcript38 turns · 46 lines
Speaker 1
Yeah. Hi, man. Um, what are you calling? Uh so, uh, our routers aren't working, um, the Linksys routers. Um, we confirmed that, uh, Bright House's work, or I'm sorry, not Bright House, Spectrum is working for the modem. Um, but the Linksys routers are just turning red, uh despite our resets and everything we're doing. I was just see if we can get a little help. Um, it is uh -
00:00
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. Hi, thank you so much for calling Linksys. This is Josh. Okay, what is the model number of the router?
00:00
Speaker 1
How many what's? Oh. Um, I, we have two, but only one's hooked up and working at the moment, I believe. I don't know if the one down here cuz it's, unless they, they connect to each other. Um, 'cause one of 'em's hard wired up to the modem, but the other one was downstairs. I don't know if that just bounces a better signal or or if it needs to be hard wired as well. Uh, well, it's it's working, it's turning on, but it's, it's red. Yes. Yes, I have connection from the modem. I have um, I even changed the ethernet cable. I'm sorry.
01:00
Speaker 2
Okay. How many nodes do you have in total? How many Linksys nodes do you have in total? Okay. So the parent node is working. So the parent node is solid red, correct? Okay. But the modem is working. Do you have wireless connection from the modem? You mean wireless connection? You mean wireless connection?
01:00
Speaker 1
no. All right. So I have the, the main one that you're saying, I have that hardwired into the modem with an ethernet cable, right? And then the other one, yeah, for the wireless connection. Yes. Is that what you're saying? I'm sorry. I'm trying to think what you're saying, my bad. Um, Um, yes. Yes. I've called them, um, they verified that they're not getting any signal from the router, um, but the modem is working fine and the service is connected. Um, I've reset it. I've unplugged it. What the heck to do? Um, well, I, I reset it with the reset button underneath. Um, I
02:00
Speaker 2
Can you move that forward? yeah, okay, but you said that the main road is solid red, right? and what have you done so far, aside from calling our internet service provider? Yeah. So, what have you done so far to the router? how did you reset it? silence
02:00
Speaker 1
and unplugged it until it started blinking I don't remember honestly I go up and do it again if you want but Okay well yeah oh well that's when I'm I I I have to ask you I didn't set this system up here but um there we're we have one node hardwired into the modem there's another node downstairs it's plugged in but it doesn't have any Ethernet connection to it so I don't know if that'll connect wirelessly from the other mode or node or what uh I guess it's it's downstairs Yeah it's downstairs um
03:00
Speaker 2
Long did you press a reset button? Blinking what? right now, only one node is working. I mean, it... you're only using one node, technically. No, I'm asking. Wireless means nodally... is that working as well? Are you still... Are you using that with the system? Is that part of the system?
03:00
Speaker 1
Okay, I just tried to reset it, by the uh way and it blinked red. Oops, I'm sorry. You want the serial number? Yes. All right, 20 J 10 as in Mary 25 A 08485.
04:00
Speaker 2
0 the serial number. Yes, the serial number.
04:00
Speaker 1
[silence] Uh mine's Matt Rupe, M-A-T-T-R-U-P-E. Um this is my [bleep]. Yes. [bleep] Um my my Well, do you want mine or the account holder's? Yes, the account holders to(devina Baez um I think Ryan Cook's the one that set it up. That's her ex-husband. Okay. Cam Jor 20, C-A-M-J-O-R20@ g mail.com. 20, not one 0.
05:00
Speaker 2
Okay. Can you try to, uh, tell me, uh, can you tell me what your first and last name for documentation purposes? Uh, ma, TT, R U P E. About your email, your email sir, since you are the one calling us. C A A. Uh, C a m j o r 10 at gmail.com
05:00
Speaker 1
Ah, yes, yes. Yes, it is. Okay, so it be. I can't be having me. Uh, is there another way to do it?
06:00
Speaker 2
Sir can you check if the wife wife wine of the router is still showing up the personal wife for the one that wife for now that you can still find okay all right so do you have a computer that we can use for the troubleshooting we're going to connect directly to the modem to check the connection directly are at the back of the router which is directly from the modem. Well, sir if that's the case then we will have limited troubleshooting now that we can perform. first is the week we will just bypass the troubleshooting or the checking of the modem and we will just um assume assuming that on the modem is online we will just try to.
06:00
Speaker 1
Yeah, I just did both of those. Actually, I did that like five times last night, Spectre. I'm sorry. So Uh, I was instructed first to just reset the router. Tried to do that. Um, by holding the button in, it blinked red and then went with no color and then it had a very, very light blue as it was like trying to find the signal and then it just went back to solid red again. Okay, settings, settings, settings. Um, okay, Wi-Fi connected. [ silence ]
07:00
Speaker 2
okay, let's, let's try to do that. so, how did you, exactly, since you've already did it five times, so how did you, exactly, exactly do it? okay, and can you try to go to the wi-fi settings of your phone sir and try to look for the wi-fi name of the node, which is develop 672. [silence]
07:00
Speaker 1
[silence]velop setup 672. Okay. Avelop setup 672, but I don't have a, uh, yes. Yes, Vellup setup 672, yes. Um, hang on. Do Ineed, am I supposed to select Vellup setup six, 72 first or no? Okay. Okay. Oh, I did. I just blinked. red and now it's solid red again. And now it's blinking yellow or orange.
08:00
Speaker 2
Yes. Is it showing up? Is it showing up, sir? Is it available on the network? Okay. Now, can you press the reset button on the router, sir? Uh five times within five seconds to set up the router. No. No. Press the reset button on the router five times within five seconds. So, what's next? And, um, yes, um, how did okay. And that's the part of the yeah, so we're all set. Uh? And can you input all that now? Huh? Can you input all that now on the browser? Okay. Uh, you could see this is the, here's, here is the status of our router. And this is what we're going to do. Uh, type in our network name, uh, SSID, uh, and the
08:00
Speaker 1
Still blinking orange. It's still blinking. Orange. Five times within five seconds.
09:00
Speaker 2
Okay. If you can unblock the note tracking that my brother's paying to. Thanks. and the other one said this
09:00
Speaker 1
Now it's blinking green. It's a solid green now. Um, I don't know the password. Do you know what that would be? Okay. I've got it. Okay. Sorry. Anyway, I shouldn't. [silence]
10:00
Speaker 2
Okay, now try to connect to the Belllob moved setup. Wi-Fi. Bye. There's a password underneath the router you can use that to connect.
10:00
Speaker 1
CBW. CBW, all right. processor, all right. of the five. I'm sorry, I- I just, when I- I just did it, I just hit the password and hang on, it's- it's loading. Okay. Now it looks to be connected to that on my phone. No, what do you mean? No, I don't. Well, I don't really care about the default one, but um we've always used.
11:00
Speaker 2
okay let me know once you're able to connect All right. Do you have a Lynx app on your phone Lynx up? Do you have the Lynxis app? Okay. Um, please download the Lynxis app so we can change the wi-fi name, or, would you like to change the wi-fi name, or you're good with the default one? [silence]
11:00
Speaker 1
use the wrapper for the I. So are we trying to use the router? [silence] Let me see if that'll tell me me.
12:00
Speaker 2
okay well if that's the case While you're While you're connected to developed setup network Can you try to check if you can go online? [silence]
12:00
Speaker 1
So I have to bring it upstairs and plug it in. that I want downstairs doesn't have any connectivity or any power connected to it or has power connected to it. Okay. Oh God Damn. Yep. Sorry, I need to move this. top is just so unstable. Lizzy, can you grab this? what is underneath there? says? what's underneath there? something's underneath here and I don't, you see it's rocked, is there something underneath this thing? or is that or does this just fall off? I need to get the Linus router out right now. [silence] oh my god. I all right all right all right k did k k I'll I'll fix this later. Can can can you unplug the lenses back there? Uh it's this cord. You know oh shit. I'm tellin' you. I will not let fall on you. You see this cord moving? Great cord. Well it's uh. one it's moving in and out. Okay you unplug it. How did you ever get this through here? [silence] Okay let's be smarter. Okay get out from back the hand. It did. I know it did. It did, I know it did. Hang on. [silence] Okay. Just leave that there for right now, I'll fix that later. Sorry. My apologies, man. All right. Okay, I plugged it in. Sitting right next to the router up here. Are you there? Hello? yeah, I did. It's a light blue right now. I'm blinking a little bit. Okay. excuse me. All right. Now it's a solid red, or now it's blinking red. Excuse me. [silence]
13:00
Speaker 2
All right, let's just wait for it to turn solid or I mean to fully boot up.
17:00
Speaker 1
like hold it in or press it five times like, did it's blinking red I'm holding it it's getting lighter I'm lighter alright lights off hold it go hold it in till the blue comes on okay blue lights on
18:00
Speaker 2
Press and hold. [silence] About either. Wait for the blue light. Yes. Okay, release the bottom and let's wait for that to turn pinkish red.
18:00
Speaker 1
bound Like yeah. Pinkish red. Solid. Yes. Yeah. Okay. Okay. Do you like change? It's back to green. Solid green.
20:00
Speaker 2
say solid uh pinkish red okay now on the parent node you press the reset button again five times within five seconds again on the parent node press the reset button five times within five seconds
20:00
Speaker 1
It doesn't look like it's It's it's pulsing green now. but very slowly. And now the other the other one, the light pink one's pulsating, but the the the main one's green. [silence]
21:00
Speaker 2
[silence] So what's the night indicator now? Okay, [silence] so just way for the light indicator the the other one to turn solid blue or green as well. Oh, oh, okay. What the hell? Oh, oh [silence]
21:00
Speaker 1
[silence] Okay. Let's see what's going on. It's still pulsating, Red. The secondary note is the main note still just green. Okay, now they're both solid green. Okay, now they're both solid green. I'm, uh, no, they're both solid green. So I could just unplug it and then bring it back downstairs and it should hook back up. So now we should just, now we have to use this, use the setup for the internet connectivity. What happened to the, the spectrum one? That one's not showing up now. Mean it's actually working but I got it tested on the TV and it's working upstairs but.
22:00
Speaker 2
the return solid blue okay i guess that's all it's all good now you can return it back to its original location yes yes yes [silence]
25:00
Speaker 1
I don't know why we wouldn't be connected to Spectrum Wi-Fi, but Okay. Good enough for now, we'll make do. No, it's okay. We just leave it there. It doesn't matter. Okay, thank you. Alright, you too. Alright. So, I got internet working, but it's uh we're gonna have to change the damn settings on the TVs to change the internet. So, um, I need to find controllers for the TVs. There's one. Okay.
26:00
Speaker 2
Well, I'm not so sure with spectrum, but um, for the links, this you have develops set up now work. Okay, if you want to change the wireless name. I can actually help you with that. Okay. All right. If you need more help, just give us a call back, okay? Alright, you're welcome, sir. Thank you for your time, and have a good day. Hello, sir, I believe you forgot to end the call.
26:00