V2 Rubric Detail — dc085ea4-7195-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 19:33
Duration
12m 13s
Contact
Joseph Amato
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall60.6% (+18.6)

V2 Grader Summary

The agent provided accurate technical guidance and a logical troubleshooting path, including a proper reboot sequence and reset instructions. However, the issue was not resolved — the customer lost all connectivity during the call — and the agent failed to use available diagnostic tools or fully acknowledge the customer’s frustration. While ownership was demonstrated, the lack of tool use and incomplete next-step communication resulted in a partial resolution.

V1 Case Analysis

Customer reports deteriorating node signal and complete disconnection after modem change. Agent advised power-cycle and reset procedure, but customer lost all connectivity. No model verification or modem-level testing performed. Issue unresolved.

Troubleshooting Steps
  • Collected node serial number
  • Asked for and recorded signal strength values
  • Suggested full power-cycle of modem and all mesh nodes
  • Provided factory reset instructions for the main node (with incorrect LED confirmation)
Key Observations
  • Agent did not verify the specific Velop model or firmware version, critical for compatibility and troubleshooting.
  • No verification of internet/WAN connectivity at the modem level was performed, violating basic isolation protocol.
  • Agent incorrectly described the factory reset LED sequence: per KB, after reset, node should show solid red or blinking white, not 'solid blue then solid purple'.
  • Customer's issue worsened (all nodes offline) after following agent's guidance, indicating ineffective or harmful advice.
  • No case number was created despite collecting customer name and serial number.
Positive Highlights
  • Collected the node serial number accurately and confirmed customer name.
  • Provided clear, step-by-step power-cycle instructions with correct sequence (modem first, then parent, then child nodes).
  • Offered to send detailed reset instructions and to register the device on the customer's behalf.
  • Maintained a calm and professional tone throughout the call.
Agent Errors / Gaps
  • Did not ask for or confirm the product model number.
  • Did not verify WAN/internet connectivity by testing directly at the modem.
  • Provided incorrect factory reset LED sequence: stated 'solid blue then solid purple' instead of solid red or blinking white as per KB.
  • Did not confirm which node is the parent or check its LED status before advising reset.
  • Did not create or reference a support case despite having customer and device details.
  • Did not discuss warranty eligibility or support path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states: 'I lost all connection everywhere... I don't know what’s going on.' Issue remains unresolved by end of call.
R2 Met Diagnostic thoroughness conf 95%
Agent identifies signal strength issue, confirms recent changes (modem swap), instructs full power cycle of modem and all nodes — a logical, KB-aligned sequence that meaningfully advances troubleshooting.
R3 Met Correct resolution path conf 95%
Agent provides correct escalation path: reboot first, then if needed reset and reconfigure — aligning with KB guidance for intermittent connectivity after hardware changes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asks about signal strength and recent modem change, but does not verify LED status, internet connectivity on parent node, or check for solid blue on nodes — missing key diagnostic steps to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relies solely on verbal description; does not attempt remote access, check web UI (e.g., http://myrouter.local), or verify settings directly despite customer struggling with app navigation — a tool clearly needed but skipped.
T3 Met No misinformation conf 98%
Agent correctly advises Wi-Fi security should be WPA2, mode should be 'mix', and gives accurate reset instructions (hold reset until light turns off, then solid purple) per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gives step-by-step instructions but fails to set clear expectations, frame next steps, or manage transitions; multiple silences and fragmented dialogue indicate loss of call control.
C2 Partially Met Confirmed understanding conf 80%
Agent uses accessible language but does not confirm understanding when customer expresses confusion ('What menu?', 'Stupid. Showing coefficients...') or adapt explanation to customer’s evident frustration.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case throughout, offers to send instructions, registers device without transfer, and does not deflect responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent says 'I will send you step-by-step instruction' but does not specify delivery method or timeframe, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue still being actively troubleshooted.
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 remains polite but does not acknowledge customer’s frustration ('now it's so weird', 'everything got disconnected') or repeated effort, missing empathy opportunity.
X2 Partially Met Tone & rapport conf 80%
Agent maintains pace but does not adjust tone or simplify when customer shows confusion; no comprehension checks offered during complex steps.
X3 Partially Met Overall experience conf 85%
Agent instructs full power cycle and potential reset, both high-effort steps; does not offer remote diagnostics or pre-filled setup to reduce customer burden.
Call Transcript24 turns · 25 lines
Speaker 1
Well, I'm calling back, sorry. How are you doing? My name is Joe, how are you? setting up my
00:00
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you with today? I'm good, sir. Thank you so much for asking.
00:00
Speaker 1
I Linksys one of my LinkSys nodes. and I just want to make sure on the app. I know uh on the app. I did the channel finders. I did all that and it's still, I don't know. It was they were working fine last week. Now I'm seeing like a different like even less of uh of strength between the nodes. And I just want to make sure that, you know, my app and everything's on what it's supposed to be on. If you can walk me through it. Would you like my serial number of my node? Yes. 2, 5, F as in Frank, 1, 1, M as in Mom, 3, 3, B as in boy, 1, 6, 7, 7, 3.
01:00
Speaker 2
mm-hmm mm-hmm [silence] I yes please. Can you provide the serial number so that I can pull it up here [silence] got it [silence] one moment here let's [silence]
01:00
Speaker 1
well, there, I had the, they're not don't error code. Uh, I do the finder, it was working a lot stronger, between all my nodes, they were pretty much full service. So, now the last couple days it's not and I don't know if my app on my app, I don't know if I'm in the right settings. I don't know if I should be clicking on something different in the settings, if something should be changed to make it better. Like it says like the mix, this and that and and all that. In all that kind of uh, you know, throughout the settings and that. what's that? Okay. So, I just have to click on each one of these.
02:00
Speaker 2
I see. Got it. Okay. And what's the error on the app server, when you try to access it? [silence] Oh. Uh-huh. All right, so, um, just to confirm sir. What are the signal strengths of your nodes? What's the signal strength of your nodes? [silence]
02:00
Speaker 1
let me see. Let me say what's up. It's opening up. We're trying to anyway. Okay. My main office one that's wired into the, into the modem. Uh, my next one is 68 dbM. And my next one is 83. And my next one after that is 88. Okay. So the okay. The one that's 68 is about I'm gonna say.
03:00
Speaker 2
Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. All right. All right. These two child nodes there that have 83 and 88 DBM.
03:00
Speaker 1
10 to 15 feet away. The next one which is 80 is on my second floor. So I would say it's uh maybe maybe 20 something feet away. 20 to 30. And then from the one that's furthest, which is 88. That's about 100 feet away. Did. But then I put it back to my old one because it wasn't working. It wasn't working correctly. So I don't know. I know when I put the new modem in, I went through settings and I had to change something to make it work correctly.
04:00
Speaker 2
uh-huh uh-huh I see got it and also just to confirm sir um did you upgrade your subscribe speed lately or change your modem
04:00
Speaker 1
and then it worked fine. But now I changed it back to my old modem because my new modem stopped working. So, I don't know where I have to go to change anything. I want to make sure my settings on the application or my settings on for the links is is correct. If I make it work correctly. Yes. Well, now correctly. Yeah, exactly. I don't know if I did last time or not. I don't remember, but I'm looking at the internet settings and it says, to make changes to the internet settings, connect to the motto house if you're not done, okay, why is it not connected to, one second. it'll be connected to a motto house if it's not. Okay, here we go. I wasn't connected to it. Um, yeah, so, if I click on internet settings, username, password. My username, password. [silence] To make changes to the internet settings, connect to the motto house. [silence] Let's go back. Non, wha- to it. [silence] Changing the address of the modem's IP, quickly switching the modem's IP password, yeah. [silence] Changing the IP settings, internet advanced settings, link local access protocol fonts. [silence] DNS relay. Managing internet relay protocol servers. [silence] Setting up network address translation. Okay. [silence] Set the PPPoE mode. [silence] How to change. Okay. [silence] Replace.
05:00
Speaker 2
Mm-hmm. Right. You only did is try to to do the channel finder, correct? You did not change anything on your app.
05:00
Speaker 1
Alright. Where would you like me to go? What would you like me to do to make sure that I'm where I'm supposed to be? Well, I did change it. When I when I had when I had my new when I had my new modem, I changed something, right? But now I put back my old modem, so I don't how do I change it back? Well, what should I be changing it back to? But if I go to advanced Wi-Fi settings, security type, what should that be on? Wi-Fi mode, what should that be?
06:00
Speaker 2
Mm-hmm. All right. So since you only do, um, it's, so sir, since you just did the channel finder, so there are no settings change to your um, router. It's just that the node finds the strongest signal, and that's where they are connected.
06:00
Speaker 1
Eon. I want to make sure I have it on, yes. Okay. Now, Wi-Fi mode? Wi-Fi mode. It's on, it's on mix. Correct. And I did the, okay. Now, what's connection... No, no, I don't have to do connection W. No, I'm not connecting nothing there. Now, do I have to go anywhere else to do anything? network administration. Should that be... anything? Okay. [silence] For correction, you're on Bluetooth. You're trying to connect to Bllee, Bluetooth on your Sony television. [silence] And what is I? [silence] And what is that I? And I, how do I know I didn't, I don't know how to identify it in this order, how do I get to it? And... [silence] What menu? And... and I don't know. That's in menu or... [silence] Stupid. Showing coefficients and power amp options. Okay. If I have the network admin. [silence] Can you input instructions? [silence] Instructions. [silence] [ sfx equipment shutting down ]
07:00
Speaker 2
It should be WPA2 for the Wi-Fi. The security type? Uh-huh. Since, it should be mix, yes. no need for you to change anything there on the settings. But if that's the case, that you're getting this signal strength, the option that you can do is try to do a reboot with your um, nodes. Unplug all the nodes from the power source and also your modem from the power source. Wait for 20 seconds before you plug it back in. Plug back in first the modem.
07:00
Speaker 1
Okay. and then so on and so and so. On and so and so. Okay so unplug everything then go back to the modem plug that in with the parent node wait for that to stay lit and then okay and then go to the next one go to the next one okay okay? I'll try it okay okay
08:00
Speaker 2
next is the parent mode, wait until both up, or have a solid light indicator, and next, plug in the nearest mode, and so on and so forth. Yes. Uh-huh. Wait until it turns on, and then plug in the child mode closer to the main node, or to the parent node. Yes. All right. And if it will not work, sir, the last, the last option that you can do, is to reset, and reconfigure all your nodes. So, you need to reset the main node first, and then set it up again. That's the last option. All right.
08:00
Speaker 1
Okay. Yes. Now, so they're supposed to be sending me a new modem. When I get my new modem again and plug in the new modem, what do I have to do? Do I have to go back to the Lynxis and change change something from there? The app? Oh, wow. Okay. So unplug everything again and then do it all over? [silence]
09:00
Speaker 2
All right. If you have, if you have a new modem baby and you will receive that one, the best thing you need to do is you will reset again your node. Yeah, so that it will sync into you. Yeah. By means of resetting sir, you need to press and hold the reset button until it goes back to its default settings until the light went off and it release. Once the blue light is showing and then once the light turns to solid purple or a magenta color then that's the time you will set it up again. I will send you a step-by-step instruction on how to reset and reconfigure your new modem. [silence]
09:00
Speaker 1
um no I should be fine with it no I should be fine okay okay okay okay okay okay thank you very much um I never registered this uh this lynxis uh note here um should I would I do that with you over the phone or or no that's it yes
10:00
Speaker 2
configure your device or once you have the modem. Do you want me to send it to you? I see. So so yes, once you have a modem, sir, you need to reset all your nodes, especially the main node. Just press and hold the reset button, all right? Until the light went off. All right. Thank you so much also, sir, and have a good one. Mhm. Yes. Yes, I can do- here on my end. Sir, I already have your record here just to confirm. Am I speaking to Joseph Amato? Alright. So, yeah, I see here that you have a record already and yes, I can- I can register your device here on my end.
10:00
Speaker 1
Okay. Do you need the serial number again? Okay. Thank you very much. I appreciate it. Oh, you see it's so weird. Now, now it's so weird. Now, now the node, the node that was closest to the mate the parent node, that one went one, that one went down to 67 and that was the highest one. And now the one that was, oh, now they're all off. What's going on here? I don't know. Everything got disconnected. Wow. So weird. I lost all connection everywhere. I don't know what's going on. All right. Let me try to reset this like you said, maybe it'll work out some of these glitches. Okay. Thank you very much. Thank you.
11:00
Speaker 2
and no need to. already have the serial number there and also the serial number of your main node. All right. Thank you so much also sir. Mhm. All right. Okay sorry. Thank you so much also sir. [silence] Survive and have a good life right now.
11:00