V2 Rubric Detail — d6b30fdc-6bf8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 16:06
Duration
38m 43s
Contact
Darlene Netke
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134069
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, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.75/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall69.2% (+13.2)

V2 Grader Summary

The agent resolved the technical issue using correct 5-press pairing for the MX5500, resulting in solid blue nodes and customer confirmation. However, they violated OOW protocol by requiring a $15 payment before any troubleshooting and failed to perform basic diagnostics like modem testing. Customer effort was increased by redundant data entry and lack of remote assistance use.

V1 Case Analysis

Customer reported no internet after storm; nodes blinking red/purple. Agent charged $15, performed 5-press and 20-second reset on child node. Nodes turned solid blue. No WAN/modem verification performed. Customer reported connectivity restored but not confirmed.

Troubleshooting Steps
  • Collected model (MX55EC) and serial (13P20M42A01514).
  • Determined device out of warranty; collected $15 troubleshooting fee.
  • Guided 5-press reset on blinking red node (KB-aligned for Velop).
  • Performed 20-second factory reset on same node (redundant but not KB-contradicted).
  • Confirmed both nodes displayed solid blue LEDs.
Key Observations
  • Agent charged $15 without verifying warranty eligibility or offering free basic troubleshooting first (violates universal_paid_support_workflow.md).
  • No modem/WAN verification performed (skipped velop_wifi_connectivity.md Step 2).
  • Mixed 5-press (KB-aligned) with 20-second reset (not contradicted but confusing).
  • Relied solely on LED state for resolution without confirming internet access.
  • Technical steps were KB-aligned but incomplete for the reported issue.
Positive Highlights
  • Correctly identified Velop mesh system (MX55EC).
  • Used 5-press method per universal_mesh_node_management.md for Velop nodes.
  • Successfully guided customer to solid blue LEDs on both nodes.
Agent Errors / Gaps
  • Charged $15 fee without offering free basic troubleshooting (universal_paid_support_workflow.md).
  • Failed to verify modem/WAN connectivity (velop_wifi_connectivity.md Step 2).
  • Did not confirm actual internet resolution (resolution based on LED state only).
  • Mixed reset methods without clear rationale (5-press vs 20-second hold).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'All right. It's solid blue. I think we're good.' Final app state shows network operational with connected devices.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through LED diagnosis, 5-press reset, node relocation, and app verification — all relevant to mesh pairing failure.
R3 Not Met Correct resolution path conf 95%
Agent declared device out of warranty due to missing serial in system and immediately proposed $15 fee before any troubleshooting. KB requires best-effort OOW troubleshooting without financial barrier. Charging before diagnosis violates OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking red/blue LEDs but skipped key diagnostics: did not verify modem connection, test at modem, or confirm PPPoE settings. Jumped straight to reset without root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used customer's phone app appropriately but failed to leverage basic tools: did not ask to test internet at modem via Ethernet, check WAN status in UI, or verify ISP outage — all necessary for connectivity issues.
T3 Met No misinformation conf 95%
5-press method is valid for MX5500 (no Pair button); distinction between router password and Wi-Fi password is accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but had multiple long silences, unclear transitions (e.g., 'Okay. Let’s start...'), and failed to set clear expectations after payment.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s age-related confusion ('I'm older. I will go put it back...') or confirm understanding after critical steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting personally, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent confirmed resolution ('I think we're good'), verified solid blue lights, and closed with no pending actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked customer for patience but did not acknowledge frustration from 8-day outage or storm-related stress. Generic appreciation, not specific empathy.
X2 Partially Met Tone & rapport conf 80%
Agent repeated instructions but missed cues of confusion (e.g., customer struggling with app flow). Did not adjust pace or simplify further.
X3 Not Met Overall experience conf 90%
Agent required customer to provide full serial number twice due to transcription issues. Also made customer perform all actions despite remote app access possibility — avoidable effort.
Call Transcript49 turns · 58 lines
Speaker 2
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 and 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. Select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again,
00:00
Speaker 1
Yes, I am trying, I guess, to connect.
01:00
Speaker 2
press eight. [silence] Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, press eight. Please remain on the line for assistance. [gibberish] Thank you for calling Customer Support. My name Mr. Gerald, looking out.
01:00
Speaker 1
my system back to the internet because they say that everything is online we had power until we had a big storm 8 days ago and I mean and uh we have no internet for 8 days they say that they're online so this was the next step I guess [silence] the serial number is 13 p is in Paul 20 m is in Matt 4 2 a is in Apple 0 1514 and the model number is s is in Sam e is in Ed 300 [silence] 5 v is in val 2
02:00
Speaker 2
Can you give me the serial number and modal number of your technology spreader
02:00
Speaker 1
[silence]Um, I don't approve of this message. [silence]Gr*[]m from Syria. [silence]
03:00
Speaker 2
So the model number you provided is a switch hub. Does that have to do with the internet source because this is a plug and play unmanaged switch. This is not a router. Do you have a router from Linksys?
03:00
Speaker 1
How would it be? H is in Henry. Nine is in nine. A is in apple. Seven. M is in Matt. 2 1 0 0 4 9 4 0. It's a spectrum Modem and then I have Linksys router. Is that right? And then, Oh, here's my model number. M is in Matt. X. 5 5 E C.
04:00
Speaker 2
Wait, is this a lynx is router or a different device? What is the model number of your lynx as router? [silence] But
04:00
Speaker 1
4, 3, K as in Kim, 10, M as in Matt, 29 809 190
05:00
Speaker 2
A wheelchair number. Okay. I'll read it back to you. So that's six 3k as in kilo 1-0, m as in Michael, 2-9-8-0-9-1-9-0, right? Okay.
05:00
Speaker 1
harley and netkey N-E-T-K-E netkey D-N-E-T-K-E two 218 at gmail.com um, the internet provider is spectrum. It was online. I, it was, it was online.
06:00
Speaker 2
What is your first name and last name so I can create a record for you? Uh can you spell that? And what is your email address? Spectrum is your internet provider? Can I ask you when you remember when and where you purchased this? [silence]
06:00
Speaker 1
And I'm not sure when. $15? Is that what you said? That's fine. Yes, that's fine. [silence]
07:00
Speaker 2
The reason for asking is that when I check the serial number you provided that does not show any data here, so I need the receipt to update the warranty. Without the receipt this will be deemed as out of warranty and for out wound earnest it devices, unfortunately, we charge $15 for our troubleshooting test. Non-refundable. Yeah. $15 is going to last one hour. Whatever problem switched or not, that's still going to be $15. do you agree with that? Mhm. Let me open my tools right here and let's see.
07:00
Speaker 1
Um. Um To you. Yes. I'm sorry. light on the top is purple. When you first plug it in, it's blue and then it blinks. Blue. When it turns purple. [silence]
08:00
Speaker 2
How many links does router you have total? [silence] too. [silence] What's the light of the main and extender? [silence] What is the light of the main tower and the extender? [silence] the light indicator on the top. [silence] The light on the top. [silence] What is it? Okay. [silence] Or [silence] hi [silence]
08:00
Speaker 1
That's fine. Okay. [REDACTED_CARD_NUMBER]. It is. 725, March of 2030. Okay.
09:00
Speaker 2
The expiration date. Okay. I think that's all. Charging you fifteen dollars now. I'm also going to resume the recording. Okay. All right. Doing it now. Okay. to get attention the extender node, OK, let's do it this way. Just, just so we won't be confused, the main tower is called parent no and the extender tower is called child no. So when I say parent note, I'm referring to the one connected to the modem, okay? Get the child node a bit closer to where the parent node is. Before doing it, plug it into power three to five feet away from the main [silence] what about the extender Noah? What's the light of that? [silence] so two solid purple. right? whereas like what I what I said two minutes ago. get get [silence] Okay.
10:00
Speaker 1
Well, this one is going to be nice yes, they are both plugged in.
15:00
Speaker 2
All right. Is that plug in now? Okay. Let's start with the main node. At the bottom of the main node, there's a reset button. Pressing it,
16:00
Speaker 1
It was blinking it is still blinking the other one is blinking the main one is blinking blue the other one is red current blinking red um the other one was Okay
17:00
Speaker 2
Release five times, but not too fast, not too slow. Sounds like this, press, release, press, release. Do it five times. You can do that. Are lights supposed to blink on the top? Uh, what is it? Is it blinking white red purple? Okay. Was that solid purple? Then it it um, then it's blinking red? Or no?
17:00
Speaker 1
The main one is still blinking blue, and the other one is blinking red.
18:00
Speaker 2
That's the one that's blinking red. What's that purple? Oh, okay, that's it. Press the reset button up there. I'll hold it down for 20 seconds. The one that's blinking red.
18:00
Speaker 1
on the second one muller main one is purple and the other one is now [silence] blinking blue.
19:00
Speaker 2
Wait, so the main node, yeah, the main node, that's purple. On the main node, the reset button. Let's do it this way. When I say press, you press, when I say let go, let go.
19:00
Speaker 1
hello everyone. Yes sir. Okay. All right. I am ready. It is white currently. Blinking white. whomever you speak to. Thank you.
20:00
Speaker 2
okay you might you might need a pen to push it down alright ready when you are it okay press release press release press release press release it to like what's the light on the top alright okay I will set alright let me set a timer here three minutes [silence]
20:00
Speaker 1
No, it is blue right now. Solid blue. My secondary one is red now. But it's blinking. Now it started blinking red. Nope. The main one is the main one is still blue, which is the longest has been blue for a while. And the secondary one is blinking red.
22:00
Speaker 2
Is the light of the main tower blinking right now? Oh, which one? The main node? Main tower? Okay. Go to... All right. Go to your phone settings and find the Wi-Fi name of the main node. Main node Wi-Fi start with links. No, Velop setup, and then the last three digits is unique, so Take a look at the bottom of the main node. [silence] I know. There's a Wi-Fi name down there. Find that in your network list using your phone.
22:00
Speaker 1
I'm trying to log in on my phone, like you just asked. So. Okay. Okay. Well, because I'm trying to do the Linksys. You told me to go to my app, which I just added because I didn't have it before my Linksys app on my phone. correct
26:00
Speaker 2
No
28:00
Speaker 1
Both of my link sys are both currently blue. Go to my phone settings. Oh. Let me. WiFi. Okay. It does have me. It says, but yeah, it has my account there. D. L is there and develop is there. Yes. Password. Pass. [background sound] [music]
29:00
Speaker 2
Are you connected to your linksys Wi-Fi? [silence] I so let's do it this way. go to your phone settings. go to Wi-Fi settings. so the velo setup is there.
29:00
Speaker 1
[silence] But it looks like, yup, everything it looks like it's connected now. excuse it looks like it is. I would like to I would like to customize it if I could, so it would be easier.
30:00
Speaker 2
It's connected now. Alright, open your Linksys. Okay. Do you wanna customize your WiFi name, you wanna leave it like that, or you wanna create a new WiFi name and password? Do you wanna confirm? All right, open
30:00
Speaker 1
okay i'm gotta get back to the um it says create account it does is that okay if i go back it says name your Wi-Fi yes it will um [silence]
31:00
Speaker 2
I will click. Tight. Wait, Oh, create an account. What are the options you have there? Okay. Name your Wi-Fi. Is it also asking you to create a password or it's not asking you to create a password? Okay.
31:00
Speaker 1
It says that my email address... it's not letting me log in. Okay. Create my router password. Okay.
32:00
Speaker 2
Skip that for now. There's option. Skip for now. Skip for now. Yeah, the router password is not your Wi-Fi password. It's your login password to the app.
32:00
Speaker 1
You can't have the says it's looking for my child nodes. [silence]
33:00
Speaker 2
Okay. Is it configured now? Or what is it doing now? Okay. [silence] Is it
34:00
Speaker 1
So, it's your network. Okay. Shh, yeah. It's okay. It has like my last five connections, I guess. It shows like my last five connections, master bedroom, network device, Gabrielle's Mac, iPhone, living room. Care, the Wi-Fi. Awesome, thanks.
35:00
Speaker 2
and you are in the dashboard. What do you see on the app? I guess the router is all set up. For the child node to connect
35:00
Speaker 1
Okay. How how can I put it back to the way it was before? Oh, put it back in the oak, in the other area. I get it. I'm I'm trying to catch up with you. I'm older. I will go put it back in the other area. Got it. Thank you.
36:00
Speaker 2
put it back where it was before. You don't want me to - just to confirm, you don't want me to stay in the line. move that just to make sure that it's going to work? Like where where was it before? I mean, yeah, Okay.
36:00
Speaker 1
It's blinking right now, but we'll see what happens. Okay. Oh, it's still blinking. All right. It's solid blue. All right. I think we're good. I think we're good. I appreciate it. Thank you. Thank you. All right. Have a good day. Bye. [silence]
37:00
Speaker 2
Okay. Do you need anything else? Questions? I get it. I thank you so much for your cooperation and your patience. You're very much welcome. You too. Have a good day. Take care. Bye bye.
38:00