V2 Rubric Detail — de5c28c0-7497-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 15:25
Duration
5m 53s
Contact
Peter Mourkakos
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135215
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_WHW03

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall15.0% (-23.0)

V2 Grader Summary

The agent provided only generic email instructions and did not perform any meaningful troubleshooting, escalation, or empathetic engagement. No clear resolution or next‑step plan was established, resulting in an unresolved issue.

V1 Case Analysis

Customer reports three out-of-warranty Velop nodes showing solid red LEDs. Agent referenced prior email instructions and advised reconfiguration using a video guide, but introduced irrelevant technical concepts (CCU, VLAN, network engineers) not applicable to Velop consumer mesh systems. No model/serial collected, no troubleshooting verified, and no resolution confirmed.

Troubleshooting Steps
  • Assumed nodes were already reset due to solid red LED status.
  • Instructed customer to check for 'Global Setup' SSIDs on Wi-Fi list.
  • Directed customer to follow emailed video instructions for reconfiguration.
  • Advised keeping nodes within five feet during setup.
Key Observations
  • Agent did not collect product model or serial number despite handling a hardware fault issue.
  • No verification of customer actions or understanding of instructions.
  • Introduced irrelevant and incorrect technical concepts (CCU, VLAN, network engineers) not applicable to Velop mesh systems.
  • Relied entirely on email instructions without guiding the customer through real-time steps.
  • Failed to acknowledge customer frustration or urgency.
Positive Highlights
  • Correctly identified that solid red LED indicates a problem requiring reset or reconfiguration.
  • Mentioned keeping nodes close during setup, which aligns with KB guidance for pairing success.
Agent Errors / Gaps
  • Failed to obtain essential device information (model/serial) for out-of-warranty hardware issue.
  • Did not confirm whether the customer had performed a factory reset or understood the process.
  • Provided incorrect and irrelevant technical guidance (CCU, VLAN, network engineers) that does not apply to Velop consumer mesh systems.
  • Did not verify any troubleshooting steps or outcomes before ending the call.
  • Lacked empathy and failed to address customer frustration or urgency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the red-node issue; only told the customer to follow the email and call back.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting was performed – the agent did not ask about the modem, did not verify reset steps, and relied solely on a prior email.
R3 Not Met Correct resolution path conf 95%
For an out‑of‑warranty product the agent should still attempt best‑effort troubleshooting; instead they only redirected to the email and offered a future call.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
The agent did not identify root cause or ask targeted diagnostic questions; they only asked if the customer received the email.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, speed test, LED check, etc.) were used even though the situation clearly required them.
T3 Partially Met No misinformation conf 90%
Agent correctly described the reset button ('press and hold the red button for more than 10 seconds') but gave no further technical guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the conversation moving but never set clear expectations or a structured plan; the call drifted with repeated email references.
C2 Met Confirmed understanding conf 92%
Language was simple and understandable; the agent did not use excessive jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership – they told the customer to call back and did not commit to any follow‑up action.
O2 Not Met Proactive follow-through conf 95%
Only vague next step: 'if it’s still unsuccessful once you call back let us know' – no timeline or specific action assigned.
O3 Not Met Closure confirmation conf 94%
Agent did not reference any prior case history or notes; treated the call as a brand‑new issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation was offered despite the hardware‑fault symptoms (solid red LEDs) and out‑of‑warranty status that warrants a higher‑level review.
E2 Not Met Escalation prep & handoff conf 95%
Since no escalation occurred, the execution criteria are unmet.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never expressed empathy or acknowledged the customer's frustration about repeated failures.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, script‑like tone and did not adjust to the customer's evident irritation.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat steps (gather nodes, check email) and ultimately told to call back, adding unnecessary effort.
Call Transcript12 turns · 12 lines
Speaker 1
I, um, I have an out of warranty product. I have three nodes from Moxis and none of them are working. Like, they're all just turning red. I called yesterday and, um, like nothing really happened, so
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, Paid support option may be available depending on the issue. Sorry, that's not an available option. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. Thank you for calling Linksys. This is [name], how can I help you?
00:00
Speaker 1
I'm just... I'm trying... I'm gonna just try again, because, like, half my house does not have Internet. Sorry, what was that? Oh, yeah. Should I do that right now? Let me check. I did receive email, yeah. Let me get it. [silence]
01:00
Speaker 2
did you gather already all your three nodes in one area, Peter? Did you gather all your three nodes in one location? That's part of the instruction that was sent to you by the previous technician, because to reset, were you able to receive her email, by the way? Did you receive that? may you know what's the light status of your main node. Is it solid red? [silence]
01:00
Speaker 1
I I like unplugged a mo- I unplugged most of them, but they've all been solid red for the past like week. Is there any way I'm able to just like rest, like reset it completely? Like I'm, I'm, I'm done like, I'm done just trying to like continue fixing it. I just want, I'm probably just gonna, cuz I know I used to have problems like these, like a few years back. I'm willing to just like create like a whole new Wi-Fi and just like reboot the whole thing, if that's possible.
02:00
Speaker 2
or blinking. Okay. Okay, how about this? Just let me know if you did not receive the email. I will gonna resend it to you. Just follow the instructions first given there. It's uh self-explanatory. I mean, um base uh I mean, you asked me how you can reset the nodes uh all three. So, it's indicated on the email how you can do it and also how you can reconfigure your nodes. If it will not work, then we're open up to other options, but that should be fine. But for the CCU, I might need to check with you and your network engineer because there are a lot of network engineers involved, uh in creating the VLAN and everything. [silence]
02:00
Speaker 1
which one would I follow?
03:00
Speaker 2
Up until 11:00 p.m. you can still call us back. Reset first, but according to the notes here, the notes were showing red lights, so that means probably, you already did a reset by pressing and holding the red button underneath for more than 10 seconds. That actually will go make your links, this back to default settings. So, once you powered it all on, check your Wi-Fi list, Peter. If there's Global setup names showing on the Wi-Fi list, like three Global setup names. That only means your nodes are already on setup mode. So no need to reset. All you need to do is to reconfigure the nodes. [silence]
03:00
Speaker 1
Yeah, I have it. But now it says... Wait one second.
04:00
Speaker 2
Like, you need to set it up. So, were you able to uh check the email? It's gonna be from customers support at Linksys.com. You, yeah. Yeah. I'll send again a separate email. This has a videos on it, which you can see how our Linksys behave, behaves when it comes to setup, the LED indicators. So, I'll just send this one to you as well. All right. It's already sent. Uh, if you tap the link given, it will route you to uh YouTube. I mean,
04:00
Speaker 1
All right. All right, thank you. And just reconfigure it, you said, right? All right. All right, thank you so much. Yep. All right.
05:00
Speaker 2
the setup instruction you can try that if ever it's still unsuccessful once you call back let us know what happens we can then uh let you know if the router can still be fixed or not we can inform you if it's already defective or not okay you're welcome peter uh since they're all red just make sure they're all within locate one location within five feet from each other okay so that once you call back everything is already ready just in case uh it did not work all right you're welcome you take care bye bye
05:00