V2 Rubric Detail — ceef452e-76e1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 13:19
Duration
21m 40s
Contact
919-698-2521
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score 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

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.07/5
Overall23.5% (+3.5)

V2 Grader Summary

The agent attempted basic resets and the 5‑press method for the MX2000 but never achieved a working connection, did not use diagnostic tools, and failed to set clear next steps or escalation. While some empathy was shown, call control and communication were weak, resulting in an unresolved issue.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The main node remained solid red by the end of the call; no working connection was established.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through reset and 5-press method, which briefly produced solid purple/blue, but skipped critical steps like modem-direct test or web interface check.
R3 Partially Met Correct resolution path conf 85%
Agent pursued standard troubleshooting for MX2000 (reset, 5-press), advised ISP contact, but did not progress to RMA despite persistent hardware-like symptoms.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid red LED and model (MX2000), asked for serial/ISP, but failed to isolate upstream vs. node issue via direct modem test as required by velop_wifi_connectivity.md Step 2.
T2 Not Met Appropriate tools / resources used conf 95%
No use of web interface (192.168.1.1 or myrouter.local), remote tools, or speed test; relied solely on verbal LED descriptions despite KB instructions for dashboard verification.
T3 Partially Met No misinformation conf 90%
The 5-press method is correct for MX2000 per universal_5press_models.md, but the agent incorrectly suggested disconnecting the coaxial cable from the modem to fix a node LED issue, which is not supported by any KB and is technically irrelevant to the node's internal state.
Communication
C1 Not Met Clear & professional language conf 85%
Agent never set clear expectations, had long silences, and repeatedly lost track of the light status without guiding the conversation forward.
C2 Not Met Confirmed understanding conf 85%
Agent used technical jargon without confirming the customer’s understanding and did not adapt language or check comprehension.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and performed several steps, but ultimately told the customer to call back rather than taking ownership of follow‑up.
O2 Not Met Proactive follow-through conf 85%
No concrete next‑step timeline was given; the suggestion to “call us back” was vague and no callback was scheduled.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
The issue persisted and appeared to be a possible hardware fault, yet the agent never escalated to a higher tier.
E2 Not Applicable Escalation prep & handoff conf 75%
No escalation was performed, and the agent did not indicate that escalation was unnecessary.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered apologies and said “I understand, sir,” showing some empathy, but it was limited and scripted.
X2 Not Met Tone & rapport conf 85%
Agent maintained a single, generic tone throughout and did not adjust pace or style to the customer’s confusion.
X3 Not Met Overall experience conf 85%
Customer was asked to repeat serial numbers, perform multiple resets, and move cables without the agent using any back‑end tools to reduce effort.
Call Transcript42 turns · 43 lines
Speaker 1
Hi Josh, I have uh [silence]
00:00
Speaker 2
Hi, 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 or 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. For out of warranty products, paid support options may be available, depending on the issues. Hi, thank you for calling Linksys. My name is Josh. How may I help you today? [silence]
00:00
Speaker 1
it's red. solid red. I've pressed the reset button and it blinks blue and then goes red. I've done that several times. Um, hang on. Let me flip it over.
01:00
Speaker 2
I see, Gabeless one sir. So just to verify, may I know who's your internet service provider. Vector. And what's the light now on the main node. solid red. And did you? I see. I see. Got that one. And thank you so much for that information. However, before we proceed, may I have the serial number of the main node.
01:00
Speaker 1
It's in an awkward place. Um, It looks like... 500-10m, 25-33-43-50, 350. Oh, hang on. I have to... I'm reading it through a magnifying glass. Okay, go ahead. Let me read it back to you to make sure I read it right. 500...
02:00
Speaker 2
Yes, sir. I'm sorry. What was the last one? three. All right. Thank you so much for that one, sir. So, let me just verify again the serial num- So, the serial number is
02:00
Speaker 1
One zero M, unable to make out audio, 25C, unable to make out audio, 53, five zero. uh, call the see the first time. Okay. Umm, five, three, yes, I think so. My name's Wagner. Model number, UM, hang on. I'm sorry but it's in an awkward place. [silence]
03:00
Speaker 2
All right. Thank you so much for that. So let me verify again the model number, okay? So it's 50010 M4 Mike 2 5 C4 Charlie 5 3 5 0. Is that correct? the model number as well.A Yes, please.
03:00
Speaker 1
I don't have good eyesight. The serial number was wrong. I thought it's like 500 but it's sorry. 5, 0, D, 1, 0, M, 2, 5, C, 5, 6, 3, 5, 0. And the model number is MX2000.
04:00
Speaker 2
I see. No worries. can you check if it's if it says MX200? All right. Thank you so much. Thank you so much for that one, sir. And again, just to confirm, you have three nodes in total, correct?
04:00
Speaker 1
What I've got is the setup is the main node, it's hardwired to a second node and then that feeds wirelessly to another node upstairs. And the node upstairs continues to its closest to the second node, but it won't connect to it. But the main thing right now is we can't get any of it to connect. It's not your fault. No, hang on.
05:00
Speaker 2
Uh-huh. I understand, sir. and I do apologize for the inconvenience as well. But I ever, rest assured that I will do everything I can to fix this issue. So, before we proceed with the troubleshooting, can you tell me the model number of your spectrum modem or the spectrum device? Can you take your time?
05:00
Speaker 1
Can you hear me? E 3-1-1. Um K2V1 it looks like. No, E31 K2V1. E31 T2V1.
06:00
Speaker 2
Yes sir, I can hear you fine. So just to confirm the model number of your Spectrum is E4 Edward 311T2, is that correct? All right, thank you so much for that one sir. So let's now go back to the main issue. Uh, since you mentioned that you have already reset the main node, let's try to reset and reconfigure this one first. So, on the main node,
06:00
Speaker 1
yeah Right I'm gonna put the phone down while I do this.
07:00
Speaker 2
Kindly press the reset button and do not release it until you see the solid blue light. Kindly take your time
07:00
Speaker 1
Okay, I have a solid blue light. Did I lose you? Okay. It's blinking blue. Good. It's been doing this off and on, and then flips back red, which I assume means it's not connecting. [silence]
08:00
Speaker 2
Yes. Ah, sorry, sir. I'm still here. Uh, what's the light now on the main node? Blinking blue. All right, that's great. You know that, that means that the main node is still trying to reset. So, for now, let's observe its light for 1 to 2 minutes. And. let's wait for its light. Uh-huh. So, it could be the one that you are seeing as solid purple or pink because
08:00
Speaker 1
Okay, still blinking blue. Well, this is the longest it's blinked without going red. I've got a purple. Looks like we're we're in business. Yep. That means it's connecting. Yeah.
09:00
Speaker 2
as if the main node has been reset, it shouldn't be showing solid red. So, however, for now, let's try to observe it's light, okay? All right. All right. Got that one, sir. Okay. Solid purple, correct, sir? That's great to know.
09:00
Speaker 1
t.
10:00
Speaker 2
no sir that means that we have been able to reset the main node for now so uh just to confirm the ethernet cable coming from your spectrum device is plugged in into the internet port on this modem correct That's great so let's now try to re-connect this main node using the five press setup method so again on the main node kindly press the reset button five times within five seconds so it's like press release press release press release five times no worries
10:00
Speaker 1
It's very difficult. You should tell your engineers to do it. When can we do this again. I'll try. I have a, I have a pointer now. I could press a button more. Should I try it again? Still purple. Okay. Hang on. Got it this time. The red light came on and then went back off. Now I'm blinking. It's
11:00
Speaker 2
I understand, sir. I understand. Got that one and rest assured that your feedback will be included here on my notes. So can you tell me if this, oh? Um, if it's still solid purple, yeah, kindly press again the reset button five times within five seconds. No, no worries. Just take your time. It's blinking.
11:00
Speaker 1
the light blue. Yes. Yep, exactly. Are we are we going in the right direction? Okay. It just got blue for a second and back to white. Still blinking. This is a general procedure for when I lose this, to do this five-tresting.
12:00
Speaker 2
Ding White, is that correct? Oh, that is noted. Ah, yes sir. So currently, the the main node is trying to connect to your spectrum modem. So for now, we'll just observe it's light for one to two minutes. Uh huh. You got that one. Sir. Yes, sir. Uh there we only do the five press method once the main node has been reset. So for future reference, if if for example, you lost again your internet connection, I would recommend rebooting or restarting the main node first. So do not press the reset button. Simply unplug and replug its power adapter from the power outlet. And however
12:00
Speaker 1
Okay. [silence] Okay. I had a blue light while you were talking, now it went back red. [silence] Solid.
13:00
Speaker 2
If the issue persists, you need to contact again Spectrum and have them verify if their device is online or working. So if they confirm or insisted that their modem is online, that's the time that you are going to call us so that we can further isolate the issue. So during the process, I would recommend not to press the reset button first because pressing the reset button is one of our last resort, since again, resetting the system will wipe out all the settings that you save on the router. Uh-uh. [silence] Solid right? Uh huh. Uh, that means that, this main node is,
13:00
Speaker 1
Gotcha. Hang on. Okay, this it's rebooting an [KEEP_UNCERTAIN] your node the Linksys node is blinking red FYI okay your modem just started blinking blue although I don't have the the Spectrum modem isn't showing online yet No went back red I guess tried to reconnect Still no Spectrum
14:00
Speaker 2
that's fine. Yes sir. no worries. that's fine since we just rebooted the modem which is the source of the internet. alright. mm-hmm. aha.
15:00
Speaker 1
It's showing the power light. It's not showing the connect light. Yes, when it's when it's connected it says power at the top and then right underneath that online. And I'm not seeing online yet. Oh there it just it just clicked on. Bingo. We're online. Red. Red. So we do the five press.
16:00
Speaker 2
hmmm yes spectrum the spectrum device already rebooted hmmm hmmm I see what's that like the online light indicators is that correct hmmm hmmm I see uh hmmm hmmm hmmm alright so go and so let's try uh sorry let's focus again on the man nodes so what's the light now on the man nodes please hmmm solid red solid red again hmmm no needs that hmmm hmmm hmmm at back on your spectrum module just go and dis plug the cable that connects the man node the main nodes with the radio so the radio module hmmm hmmm after you do that wait until the man nodes turn to solid blue then try to plug it back again hmmm hmmm alright sir and um you may go online hmmm hmmm see that hmmm solid blue thank you very much sir hmmm
16:00
Speaker 1
Yeah. Coaxial cable, yeah. Yes. Of course, sure. Why are we, why are we, why, why are we disconnecting the modem from the coaxial cable? Yes. Yeah, I could. [ silence ]
17:00
Speaker 2
There's a coaxial cable here like coaxial cable. Can you see that? Do you know how to unscrew that one? That's great. Uh, before we unscrew that coaxial cable, kindly turn off the modem for now. So kindly uh, turn off the spectrum modem and once it is turned off, uh, because the thing is, uh, it could be possible that there's no internet connection on the modem itself and however, before we bypass that one, do you have a computer that can be wired directly to the modem? Like uh, laptop or a desktop computer that can be wired directly. All right. Uh, let's try that one. Let's try that one. [silence]
17:00
Speaker 1
Okay, hang on, I have to go chase it down. All right. Whoa, just got a solid blue button. On the modem. On the modem. On the main node. It just went blue. Yes. Right. Okay, I can't do that conveniently. While I've got you on the line, tell me what I should do and I'll.
18:00
Speaker 2
all right, just to make sure if this uh picture modem is really online or working, okay? Okay, great, so, yes, sir, so kindly take your time and just let me know once you are ready. Thank you. The main node? Uh, all right. That's great to know. Um, uh, that's great, uh, that's a great sign. Uh, however, uh, let's wait for 30 seconds or a minute to see if it's still be showing solidly, okay? Okay, great. So, uh, since this is for reconfiguration, kindly move all the child nodes next to the main node. Um, Ah. I see.
18:00
Speaker 1
There's one child. the one child mode is hard hard wired. Does that matter? [silence] Right. [silence] But when I [silence] I can. Tell me what I do. Um, I I can't do it while I've got you in line. But when I bring down the the child node, I put it next to the main node and then I hit Reset. Is that correct? [silence]
19:00
Speaker 2
I I totally on. uh yes sir uh it it still matter. However since this is for reconfiguration uh don't worry this is just for reconfiguration purposes. So the thing is for readding again the child node uh they should be moved next to the main node so that we can just reconnect them at the same time like all of them at the same time. uh ah however if you cannot move them, [silence] uh sorry. [silence] I [silence] yes. carefully reset the child node one by one and then wait for their light to turn to solid purple or pink.
19:00
Speaker 1
[KEEP_UNCERTAIN] mm hmm. Um, how about, could you do it in an hour or two? Like we have somebody coming to the house to do some work, and I have to be involved in that. um, Why don't I'll just call you guys back. Oh, that's you shouldn't apologize for going home. Um. Okay. Right.
20:00
Speaker 2
Bye the way, would you like me to give you a call instead after five to 10 minutes once you move the child node next to the parent? I it would be appropriate since again, it could be possible that I will be logging out in two hours from now. So I really do apologize for that one, sir. So yeah, kindly call us back and rest assured. Yes, sir. So paoh, yes sir, I don't worry, rest assured that you can just give us a call if you need further assistance regarding your devices. And again, your uh your email address is your first name@app.wagner, which is your last name, edu. Is that correct?
20:00
Speaker 1
OK Thank you very much OK OK Thanks you again bye bye uh uh you two bye bye [silence]
21:00
Speaker 2
All right, so again, just provide your, sorry, your email address if you need to. Call us back again so that the next technician can easily pull out your records. Customers are most welcome, sir. And again, if the light on the main node is still showing solid blue, rest assured that that device is already online or working. However, again, we might need to personalize again the Wi-Fi name and password, okay? So, again, just give us a call. All right. So, you're most welcome. Thank you again for calling Linksys. You have a great day, sir. Bye for now. Take care. Bye for now.
21:00