V2 Rubric Detail — cff55308-7a35-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 18:58
Duration
12m 13s
Contact
Ruby Minard
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136229
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall78.7% (+22.7)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer to identify the 'Velop setup' network, which restored connectivity. While the agent skipped formal diagnostic tools and modem-direct testing outlined in the KB, the technical advice provided was accurate and effective. The customer confirmed full resolution across devices, and the agent maintained ownership and appropriate communication despite minimal empathy and troubleshooting depth.

V1 Case Analysis

Customer reported router showing solid red after ISP reset. Guided through power‑cycle and Wi‑Fi check; router returned to green and internet appeared functional.

Troubleshooting Steps
  • Requested serial number and ISP information.
  • Asked customer to check Wi‑Fi network list for "Velop setup".
  • Guided customer to power‑cycle the main node and other nodes.
Key Observations
  • Agent did not collect the device model or confirm the serial number.
  • Troubleshooting flow was unstructured; no direct modem test or WAN status verification was performed.
  • Instructions were vague (e.g., "check for Velop setup"), leading to repeated loops.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Stayed on the line while the customer performed multiple power cycles.
  • Confirmed with the customer that internet connectivity was restored before ending the call.
Agent Errors / Gaps
  • Missing essential device information (model, serial) per protocol.
  • Did not follow standard diagnostic sequence (modem test, WAN status check).
  • Provided unclear, repeated instructions without confirming outcomes.
  • Limited empathy and call control; allowed the conversation to drift.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'it's green now... it's working... thank you' and verifies ADT, email, and connectivity for family members.
R2 Partially Met Diagnostic thoroughness conf 82%
Agent suggested checking for 'Velop setup' network, which led to resolution, but skipped foundational diagnostics like modem test, WAN status, or LED interpretation.
R3 Met Correct resolution path conf 79%
Agent chose a simple reconfiguration path that matched the customer’s situation (post-reboot failure) and resolved it without overcomplicating or prematurely escalating.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent did not identify root cause or ask targeted diagnostic questions (e.g., modem status), but correctly inferred a configuration state (setup mode) based on the symptom of a solid red light on a Velop node.
T2 Partially Met Appropriate tools / resources used conf 85%
No admin tools or remote sessions were used. While the issue was resolved via a Wi-Fi scan, the agent skipped the recommended diagnostic steps in universal_isp_modem_diagnostics.md (testing directly at the modem) before proceeding.
T3 Met No misinformation conf 95%
The instruction to look for 'Velop setup' is technically accurate for nodes in setup mode (indicated by purple/red states in various contexts) and consistent with the general behavior of Intelligent Mesh nodes.
Communication
C1 Partially Met Clear & professional language conf 81%
Agent maintained basic control and guided the customer to success, but had multiple silences, repetitive prompts, and no clear framing of process or expectations.
C2 Met Confirmed understanding conf 88%
Agent used plain language ('check Wi-Fi list', 'setup network') and repeated instructions, adapting well to a non-technical user overwhelmed by prior support attempts.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed with the customer until full confirmation of restored service across multiple devices.
O2 Not Applicable Proactive follow-through conf 99%
Issue resolved during call; no follow-up, disconnect, or callback commitment was made or needed.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced or observable; this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was resolvable at L1 and was successfully resolved.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and said 'you're welcome' multiple times, but offered no verbal acknowledgment of customer’s frustration, four-hour effort, or emotional distress.
X2 Partially Met Tone & rapport conf 80%
Agent stayed on task and matched the customer’s pace in steps, but used a flat, transactional tone without warmth or emotional mirroring despite customer’s visible relief and gratitude.
X3 Met Overall experience conf 78%
Agent avoided re-asking known troubleshooting steps (customer had already rebooted, called Spectrum, Geek Squad) and gave one targeted action that resolved the issue, minimizing further effort.
Call Transcript22 turns · 24 lines
Speaker 1
Hi there. I can barely hear you, but, um, I guess somehow through our internet or Wi-Fi service, they were doing a service reset last night and rebooted the system here at the house and my Linksys stopped working. And they suggested I call you guys maybe for some help or support. And I didn't know if
00:00
Speaker 2
[silence] 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] Hi, thank you for calling Linksys. This is Joy. How can I help you today? [silence]
00:00
Speaker 1
Okay. 20J 20M 3B. Boy, 930188. Spectrum. [silence]
01:00
Speaker 2
Okay. Um, may I have the serial number of your Linksys device, please? And who is your internet service provider? Okay, let me just check this one. Just a moment. May I have your first and last name, please? is a ruby spelled R U B Y? okay and is this your email R R dot M Y N A R D one six at gmail.com uh yes sure okay okay okay thank you all right uh Only two nodes, so one is the main node.
01:00
Speaker 1
Oh, my God. Yes, several times. I've unplugged them, hit the red button, turned it off, what do you call it? Unplugged it from the wall, several different things, rebooted the computer. I've had Geek Squad on the phone to help me reset it, no that didn't work. I've had Spectrum walk me through several, yes. We've done it all, everybody on the phone, until it was Spectrum who suggested I call y'all to see if there was an option. I already called the Wi-Fi people and they already verified the connection.
04:00
Speaker 2
or Blinking Red. Did you like reset it or reboot it before calling? Mm-Mm. Okay, I. Mm-Hmm. Can you try to check your Wi-Fi settings and check your Wi-Fi list if you can see the network named "vellop setup"?
04:00
Speaker 1
[silence] those are working for the Cap, because they also do my cable boxes. So yes, they they're they're confirming their connections on their end for Wi-Fi is working. Oh, yeah. I did make the set. Yeah, because they checked the router, the blue lights are working, the router, the the connection to the router is functioning at full capacity. Yes ma'am. I've been on this for now four hours. Okay, hang on one second. I just re Hang on. I just replugged in the tower, because I had to get a microscope.
05:00
Speaker 2
okay I see so I think we just have to like reconfigure the you mean okay I see um can you go to your Wi-Fi settings and check the available networks if you can see develop set up on the list okay I so let's just focus
05:00
Speaker 1
Yes, okay. yeah. Okay. And I'm not very good at a computer, so I'm gonna go to settings. You want me to go to settings? Now where do you want me to go? Got it. I think because I disconnected the tower, it says no internet secure and then it says disconnected. So what she had me do earlier was hit the disconnect to connect. so what do you want me to do? Okay, it's solid red.
06:00
Speaker 2
[silence] on the main tower the one that is connected to your modem. Let's just set it up and then we'll proceed with the other nodes. [silence] um go to your Wi-Fi settings and check the available networks. Okay. Okay. Um let's just wait for the tower to turn solid red again since you disconnected it. Okay, then try to check again the.
06:00
Speaker 1
No it is not. Wi-Fi okay under the Wi-Fi it says connected managed know how to network. I'm gonna down drop that
07:00
Speaker 2
Is it showing off, even on your phone or other devices?
07:00
Speaker 1
That, no network. Well, what's popping up is the two printers. Menard system. Um, do what? Okay. Show available networks. I'm going to, I'm going to do the drop down. All it says is Menard house.
08:00
Speaker 2
Check available networks or show available networks. Velup set up. Yes.
08:00
Speaker 1
The. Uh, but it says connected secure. Oh, it's green. It's green. Wait, no, no, wait a minute. Oh, it's green now. But it says, how did that happen? Recheck to open. The. The. Uh, the emails are dropping. What did you do? Oh, come on, you're magical. It worked. You don't know how? I've been working on this for four hours, ma'am. Oh my gosh.
09:00
Speaker 2
Okay. That's good. Try to check if the internet is working. Like your device is already connected. Try to check something, email or Google. I did not do anything, ma'am. Maybe just, maybe you're just at processing.
09:00
Speaker 1
Oh, I don't know whether I was ready to go out and spend money to go buy a new system. Oh my God. I've moved the furniture, unhooked wires. I've done maybe it took me just literally unplugging everything. This time I unplugged everything, not just these two wires or just that one wire. I unplugged everything. Oh my God. Thank you. Oh, yeah, yeah, yeah. And let me go check. Oh my God. Thank you. Thank you. Thank you for the um spectrum guy suggested I call you. Oh my God. Hooray. Hooray. Oh my God. Now my 80. I've never thought to call y'all. Never. Oh.
10:00
Speaker 2
[silence]
10:00
Speaker 1
Oh. Okay, let me go back. Sorry, there's no buzz on the other side. Oh, the note was green. Yay. In my grandson's room. That's very good. You know, I had work to do that was due this morning. My client is so mad. He said, well, I told you to do it. I said, yeah, yeah, yeah, yeah, whatever. Now I'll start doing my work. Didn't I yeah. This one's on. Yay. My daughter is flying in from Denver tomorrow night. She's like, really? I'm going to have to work? I was like, I'm sorry. I'm sorry. Yes, you're going to have to work. Yes, it's working. Oh, wait. ADT. Let me check the ADT screen. Okay. You're magical. Thank you. Thank you. So much. Okay. Hooray. Yay. It better stay working. That's all I'm telling you. Okay, I think I've got everything. Thank you. Okay.
11:00
Speaker 2
that's good and you're welcome ma'am all right that's good to hear you okay all right you're welcome ma'am so the next time if you have problems with your no
11:00
Speaker 1
Will do thanks We'll do, thanks Bye bye Okay Bye bye
12:00
Speaker 2
Okay. you're welcome. Thank you for calling like this ma'am, have a good day.
12:00