V2 Rubric Detail — c89ea868-7943-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:05
Duration
21m 0s
Contact
Chris Chiquoine
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00135947
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall33.2% (+11.2)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance (misuse of 5-press, no modem test) and failure to escalate despite solid red light post-reset. Troubleshooting was partially attempted but disorganized and ineffective, leaving the customer with no path forward. Critical inaccuracies in T2 and T3 are not sufficient for auto-zero per Assessment 3's authority, which only confirmed T3 as incorrect but did not validate the auto-zero rationale from prior assessments.

V1 Case Analysis

Customer unable to access router UI; agent provided incorrect IP address (198168.1.1), misdescribed LED states, and incorrectly applied 5-press method. No model/serial collected. No resolution or escalation offered.

Troubleshooting Steps
  • Asked customer to verify modem-to-router Ethernet connection on port 2.
  • Instructed customer to connect to router's temporary Wi-Fi network.
  • Guided customer to access admin page at incorrect IP address (198168.1.1).
  • Guided factory reset by holding reset button and misdescribed expected LED behavior.
  • Incorrectly instructed 5-press pairing method.
  • Repeatedly asked customer to connect to non-existent 'Talbot setup Wi-Fi' network.
Key Observations
  • Agent provided factually incorrect router IP address: '198168.1.1' instead of '192.168.1.1' ([08:00]). This is a clear KB contradiction and would prevent the customer from accessing the router UI.
  • Misdescribed LED behavior: claimed device should turn 'solid purple or pinkish red' after reset, when KB states solid purple = ready for setup ([12:00]). This contradicts the universal_led_intelligent_mesh_consumer.md KB reference.
  • Incorrectly applied 5-press method without confirming device model. The transcript suggests a Velop model, but 5-press is not the correct pairing method for Velop (which uses the admin UI or WPS). This contradicts the universal_mesh_full_rebuild.md KB guidance ([14:00]).
  • Repeatedly asked customer to connect to 'Talbot setup Wi-Fi' — likely ASR artifact, but agent repeated it 5 times without correcting or clarifying ([17:00]).
  • Failed to collect model number, serial number, or warranty status — critical protocol failure for troubleshooting and support eligibility.
  • Did not perform modem isolation test, which is Step 1 in universal_isp_modem_diagnostics.md for internet/WAN issues.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided incorrect router IP address: '198168.1.1' instead of '192.168.1.1' ([08:00]). This is a clear KB contradiction and would prevent UI access.
  • Misdescribed LED behavior: claimed device should turn 'solid purple or pinkish red' after reset, contradicting KB ([12:00]).
  • Incorrectly instructed 5-press pairing method on a Velop device, which does not support this method ([14:00]).
  • Repeatedly instructed customer to connect to non-existent 'Talbot setup Wi-Fi' network ([17:00]).
  • Failed to collect product model number, serial number, or warranty status — required for proper support and a clear protocol failure.
  • Did not follow logical troubleshooting path: skipped modem isolation test (Step 1 in KB), failed to verify temporary Wi-Fi connection, and gave contradictory instructions.
  • Gave no valid next step or escalation path before call ended.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remained unable to access router interface or restore internet despite multiple resets and browser attempts; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated modem test and router reset but troubleshooting became disorganized (unclear port instructions, repeated Wi-Fi prompts) and did not follow KB diagnostic sequence.
R3 Partially Met Correct resolution path conf 85%
Agent attempted reset and local access but did not verify product model, ISP type, or proceed to manual configuration per KB when WAN failed — missed appropriate path for persistent no-internet case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet, solid red light) and asked about physical connections but did not logically isolate ISP/modem/router or determine root cause; jumped to reset without confirming DHCP/PPPoE or bridge mode issues.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use http://192.168.1.1 appropriately — did not guide customer past browser security warning, a common and resolvable issue per KB; also did not test connection directly at modem per diagnostic protocol, a required step.
T3 Not Met No misinformation conf 100%
Agent incorrectly instructed customer to press reset button 'five times' as a pairing method during main node setup, which contradicts KB: 5-press is for pairing, not initial setup, and should not be used on a main node in this context.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but lost control during browser access failure, repeated same instruction multiple times ('connect to Talbot setup wifi'), and failed to adapt when customer reported technical obstacles.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding when customer expressed confusion about browser warnings and setup network; did not adapt explanation to customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed with the case, attempted multiple steps, and did not transfer or abandon; demonstrated ownership despite unresolved outcome.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up plan established; call ended without defining what customer should do next or when support would re-engage.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff observed in transcript; this appears to be a single touchpoint.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation was warranted due to persistent no-internet and failed access to admin interface, but agent continued ineffective troubleshooting instead of escalating per universal_escalation_guide.md triggers (e.g., solid red after reset).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for disconnection and remained polite, but did not acknowledge customer frustration or repeated effort; tone became repetitive and transactional during failed steps.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to guide but failed to adjust when customer expressed confusion about browser warnings and setup network; customer had to suggest trying a different browser.
X3 Not Met Overall experience conf 95%
Customer had to repeat information (e.g., connection status), perform unnecessary steps (multiple resets), and faced avoidable obstacles (browser warning not addressed); agent increased effort rather than reducing it.
Call Transcript36 turns · 39 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. Yeah, I do apologize that our call got disconnected. So, um, just to confirm you already connected. So, let's proceed with the troubleshooting. Did you connect your computer to your modem directly? I see. Alright. So, is it connected wired directly or you're using a WiFi? Wired directly, I got it. Okay. And the main node, is it wired also to your modem? And the cable is plugged in on the I know the first time I called him, he was a little standoffish, but I really think we have a raper chemistry.
00:00
Speaker 2
Thank you. Um, yes, yes, that's how I get to the internet. Um, wired, wired. Yes.
00:00
Speaker 1
the internet port of your router where there is a yellow label at the back.
01:00
Speaker 2
I'm going to just unplug it and verify that, just to be sure. But, yes, it is. modem 4. For EE Ports. Yes. Um, and uh, 3. Oh, no. Uh, 2. Sorry. No, part.
01:00
Speaker 1
Port number two. All right. And port is your and what is the, device that is connected to the port number one. All right. Can you connect your router to the port number one? Mm-hmm. All right. So, let's wait for about two to three minutes and let's check if what's the light status after. All right. So, it's all red.
02:00
Speaker 2
Port number two. I'm sorry. There's nothing connected to port number one. The computer is connected to four and the router is connected to two. Okay. All right. It's now blinking blue. It's solid red now.
02:00
Speaker 1
here and from Anton. All right, sir. Kindly unplug your computer to the modem. All right. Okay. And also, um, kindly connect your computer to the linksys wi-fi, even though it's not working. Let's try. Let's open the link. Yes. all right. Are you your computer, sir? Is it connected now to the line? Yes. Yes. Wi-Fi the default Wi-Fi name is under the router. It's printed on the label.
03:00
Speaker 2
and interface is around I'm not sure how to do that I don't know how to do that then
04:00
Speaker 1
All right, yes, connect it to the Wi-Fi, please. All right, so it's connected. Kindly open a browser, sir. Yes. And on the address bar, kindly type end.
05:00
Speaker 2
Well, I can, I ain't connect to that. Um, [silence] connected with no internet secured. Browser yeah. yeah.
05:00
Speaker 1
All right. And what does it tell us [silence]
06:00
Speaker 2
Yeah. Yeah. Yeah. [silence] will won't connect to the first it said it couldn't connect to that page and now it says press space to play by checking the network cables reconnect.
06:00
Speaker 1
all right. [silence] So you are still connected. One moment. And you unplug the cable from the modem? Correct. All right. [silence] And what can you see now on the page there? What's [silence] the message?
07:00
Speaker 2
I'm still showing I'm connected to velve setup PA one. I unplugged the cable between my computer and the modem. It just says press to play, try connecting the network cable modem and router. Reconnecting to Wi-Fi or running Windows network diagnostics.
07:00
Speaker 1
What else? Is there any other option? Mm hm, mm hm. Wait, one moment here. All right, let's try to reset again the router, sir? Um kindly press and hold the reset button of the router. [silence]
08:00
Speaker 2
Okay. It was N no, but I just tried going to 1 9 8 1 6 8.1.1 and I got that popped up the thing that said, Oh, this isn't safe and then it goes away and I can't do anything. So let me try it in a different browser.
08:00
Speaker 1
Let the varnish chest.I need to see reset the router, sir? our the light went off. um, no sir. when you press and hold the reset button, um, have you tried to check or observe the light status if the light went off? it is at. okay, so you can press it again sir, until the light went off.
09:00
Speaker 2
I did reset it. I'm holding the button now and it's solid red. It blinked briefly. It didn't go off altogether. Here. I. I'm going to star okay. So I just pushed it and now it's blinking red. Blink. Blue. It blinked blue. Now it's solid blue. Okay.
10:00
Speaker 1
Um, right, um, then lights went off, sir, when you press the reset button or it stay solid red? Alright. And did you release the reset button already? Alright. So let's wait for about 2 to 3 minutes.
11:00
Speaker 2
It just went off. Yes, it did. And now it just turned blue.
11:00
Speaker 1
Is it, it's solid blue or a fading blue? All right, it's flocking blue. So, let's wait for this, um for about two to three minutes, until the device is not starting up. I'll set the timer here. And the light status of this node should turn to solid purple or a pinkish red. All right. All right. Um, let's focus first on this main node. And once we set it up, then we will connect the other nodes. All right.
12:00
Speaker 2
Solid glue. Solid glue. Now it's pulsing blue. Uh-huh. Okay. Okay. Okay. Just so you know, the other nodes are in play. Right. Right, right, right.
12:00
Speaker 1
All right, so now it's all linked. Please bear with me. All right. Can I be pressed?
13:00
Speaker 2
[silence] Okay, it's turned a solid [silence] pink. Oh, it's okay. Okay.
13:00
Speaker 1
The reset button of this mode is for five times. So we can press release for five times. That's too fast and that's too slow. All right, it's now pulsing light purple. So let's give it about another two to three minutes. And I'll set a timer here. And if it's successfully connected, the light status should change to solid blue.
14:00
Speaker 2
[laughter] purple
14:00
Speaker 1
All right, let's wait for a minute or two just to confirm it will stay solid boot.
15:00
Speaker 2
Okay, it's all outrageous blue. Yeah. [silence] .
15:00
Speaker 1
All right. So now it's all in red. Let's stay a moment here.
16:00
Speaker 2
And now it's gone the solid red. Yep.
16:00
Speaker 1
Okay, take kindly connect again your computer to the Talbot setup Wi-Fi. [silence] Can't see you. [silence] Okay, take kindly connect again your computer to the Talbot setup Wi-Fi. [silence] Okay, take kindly connect again your computer to the Talbot setup Wi-Fi. [silence] Okay, take kindly connect again your computer to the Talbot setup Wi-Fi. [silence] Okay, take kindly connect again your computer to the Talbot setup Wi-Fi. Can you see my screen now? [silence] That's my computer connecting. and tell me once you're connected to the Wi-Fi. All right, so it's connected. Okay. Can we access again the page through Go back or open a browser? Are you there? Right? And this time, can you type in 192.168.1.1? All right. Okay. Can we go advanced, click advanced? Are you using a
17:00
Speaker 2
uh, they're in there. They're connected. No, there's no, I don't know. [silence].
18:00
Speaker 1
Which one are you using, Chrome or Safari? Click advance. Can you see the advanced? [silence] Mm-hmm. [silence] Mm-hmm.
19:00
Speaker 2
So, I'm using Chrome and when I've done this before I've had this problem, you know, I'm supposed to get this message saying your connection is not private, but I never see that window. There's no advance, I'm not getting that particular warning message. Let me go to a different browser here. And when I, one, two, one, go on. Because I know I've done this before. Okay.
19:00
Speaker 1
All right. So it says download the links. Is there, can you see a picture of the phone, sir, or an image of a phone? Can I click that one? Yes. Just access router.
20:00
Speaker 2
So, now it's, I'm getting a thing telling me to download the links to this app. Yeah, yeah. Okay, so internet connection sign in, internet connection down, access their router, um,
20:00