V2 Rubric Detail — eaa0c4da-715c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 12:45
Duration
13m 5s
Contact
Ben Renko
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.9% (+11.9)

V2 Grader Summary

The issue was resolved when the parent node returned to solid white and child nodes came online, confirmed by the customer. The agent avoided an unnecessary factory reset, correctly diagnosing potential modem-side issues, and maintained empathetic, ownership-driven communication throughout. While troubleshooting was not fully completed, the outcome was successful due to the system self-recovering during the call.

V1 Case Analysis

Customer reported main Velop node solid red, no internet. Agent performed modem power-cycle and advised checking modem via Ethernet. Node resolved to solid white during call, child nodes reconnected. Issue resolved without factory reset. Call closed appropriately.

Troubleshooting Steps
  • Collected serial number
  • Guided customer through modem power-cycle
  • Checked node LED status
  • Advised checking modem internet via Ethernet
  • Avoided unnecessary factory reset
Key Observations
  • Agent did not request or confirm the product model number, which is required for full troubleshooting and escalation eligibility.
  • No warranty discussion occurred, missing a key protocol step for support eligibility determination.
  • Agent correctly avoided factory reset despite customer frustration, preserving configuration and preventing unnecessary re-setup.
  • Issue resolved spontaneously during call with clear confirmation from customer that system was working.
  • Agent provided accurate troubleshooting aligned with KB: modem reboot first, then verify upstream connectivity.
Positive Highlights
  • Collected the device serial number correctly ([03:00])
  • Performed a proper modem power-cycle as a first troubleshooting step ([04:00]–[06:00])
  • Avoided unnecessary factory reset that would have erased settings ([09:00])
  • Correctly identified need to verify modem internet connectivity via Ethernet ([07:00]–[08:00])
  • Accepted resolution when customer confirmed system was working ([10:00]–[11:00])
  • Closed call appropriately after issue was resolved
Agent Errors / Gaps
  • Missing product model collection
  • Did not verify or discuss warranty status

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'Terry's working... thanks a lot' and 'the child modes are on' after the parent node turned solid white.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed modem reboot and considered direct Ethernet test, but did not complete verification of internet at modem or check firmware/settings; troubleshooting was incomplete before resolution occurred organically.
R3 Met Correct resolution path conf 90%
Agent correctly avoided factory reset despite customer frustration, recognizing it would erase configuration unnecessarily; prioritized checking upstream (modem) connectivity first.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red LED as symptom, asked about prior reboots, probed for modem connection test, and logically deduced issue may be upstream — demonstrating diagnostic reasoning.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent appropriately proposed using a direct Ethernet connection to test modem, but failed to follow through when customer lacked hardware; did not suggest alternative tools (e.g., speed test via mobile hotspot, checking ISP status) to confirm modem-side connectivity.
T3 Met No misinformation conf 95%
All technical information provided was accurate: solid white = online, reset erases settings, modem dependency, need for Ethernet cable — consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but transitions were unclear (e.g., 'let's wait' without timeframes), and abandoned callback promise without follow-up; lacked structured pacing.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions clearly, and adapted tone to match customer’s urgency and confusion without over-technicality.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case throughout, did not transfer, offered a callback, and stayed engaged until resolution was confirmed.
O2 Partially Met Proactive follow-through conf 70%
Mentioned a callback ('I will be processing a callback') but gave no specific time or confirmation; commitment was incomplete and not fulfilled.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or implied; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue resolved during L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for inconvenience, remained patient during silences, and expressed appreciation for cooperation — demonstrating empathy and professionalism.
X2 Met Tone & rapport conf 90%
Matched customer’s pace, repeated steps when needed, and maintained supportive tone despite customer’s visible frustration and disengagement.
X3 Partially Met Overall experience conf 75%
Asked customer to verify serial number twice and requested Ethernet cable despite inability to proceed; added effort without achieving diagnostic closure.
Call Transcript23 turns · 24 lines
Speaker 2
Welcome to links is 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. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support. Linksys.com.
00:00
Speaker 1
oh my um router goes down and then of course the link so it's also good enough for now when the router comes back up links this doesn't come back on so I have unplugged the links for 30 seconds or more and plugged back in and it still won't still doesn't come on I unplugged the uh router for a couple of minutes and uh went through that same thing again and still wasn't successful
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash linksys. Hi, thank you for calling Links. My name is Josh. How may I assist you today? I see. I, see, got that answer and I do apologize for the inconvenience. And just to make sure, how many notes or how many links devices do you have in total?
01:00
Speaker 1
In total, I have three. Yeah, I do. Would you like that? One minute. Yeah, the biggest to see. It's a 5-8.
02:00
Speaker 2
And may I have the serial number of the parent or the main node? Thank you. Yes, please. No worries, sir. Just take your time, [silence]
02:00
Speaker 1
W, uh, this is, one, zero, that's a, number zero, M, two, B, D, zero, two, five, two, six. I'm sorry. I didn't, I didn't hear you go through, go see that again.
03:00
Speaker 2
Yes sir. Mm-hmm. Thank you so much for that Winsor. So again, let me verify the serial number, so it's 5 8 W for Whiskey, 1 0 M for Mike, 2 B for Bravo, D for Delta, 0 2 5 2 6. Is that correct sir? Oh, no worries. So it's 5 8 W for Whiskey, 1 0 M for Mike, 2 B for Bravo, D for Delta, [silence]
03:00
Speaker 1
Yeah. yes right just the main node Okay. Unplug both of them. [silence] I'm gonna have to put this phone down. [silence]
04:00
Speaker 2
Boy D four dog 0 2 5 2 6. Thank you so much for confirming. And going back to the issue sir, the light on the main node is showing solid red. Is that correct? I see. And have you already rebooted the modem, the modem or the source of the internet connection prior calling us? I see. Uh yeah, for this one sir, uh let's let's try to reboot or restart the modem as well. So to restart, you may simply unplug and replug the power cord from the power outlet, okay? Thank you. Uh only the modem sir. Just the modem.
04:00
Speaker 1
You there? Yeah. Yeah, it's been unplugged. Yeah, I've, I've unplugged it. OK, how long it's
05:00
Speaker 2
Ah. Yes, sir. I'm still here. Uh, have you. Mhm. Have you. All right. You may now unplug it, sir. I'm sorry, you may now. Yeah, ah sorry, yeah. You may now re-plug the power cord to the power outlet.
05:00
Speaker 1
how long to keep it unplugged?
06:00
Speaker 2
Hi, you can, you may simply unplug and replug the power cord to the power outlet. So you may simply just unplug and replug it right away. Uh-huh. Thank you so much for that one, sir. And yeah, for now, let's just wait for the modem to be fully rebooted and once it has been rebooted, let's observe again the light on the main node for 2 to 3 minutes. So while observing the light on
06:00
Speaker 1
Right. Yeah, what it would do is go into the blue blink and then go white for a second and then turn red. is what it did on me. Yeah. Yeah. [silence] [silence]
07:00
Speaker 2
on, I'm, on the main notes, uh, just to confirm, am I, am I talking to Mr. Ben Rinko, thank you so much, for confirming. mm-hmm. mm-hmm. Ah, hmm. I see. Uh, if it's regarding with that one. Sir. Uh, hmm. Let's wait for another 30 seconds, sir, or a minute, okay? However, if the light on that node will still be showing solid red, uh, we might need to check if your modem, which is the source of the internet, has an internet connection. And to do that, uh, do you have a computer that can be, or wired directly to your modem? That's great to know. However, yeah. Uh-huh. And So, after once it's a minute,
07:00
Speaker 1
Well, let's see. I don't think I have, you know, I have a computer, but I don't have a connection for the modem. Laptop. Yeah. No, it doesn't. It's a M1 air uh uh MacBook Air. Yeah.
08:00
Speaker 2
it's it's the light on the main node it's still showing solid red that's the time that we will wart your computer directly to your modem. Just to check if your modem has an internet connection. Uh, yeah, on your, uh, sorry, is your computer, like a laptop or is it a desktop computer? Laptop. Can you check, can you just double check if your laptop has an ethernet or LAN port on it? I see. Do do we need to find a cable then? Sorry? Do do we need to find a cable then? then? Sorry? Sorry. Sorry. Yeah. Yeah, we do need a cable then. So if you have an ethernet cable, try to use that to connect your laptop directly to your modem. Let me just uh check your[silence] Since we don't have a computer that can be wire directly to the modem for us to check if the device has an internet or active connection, is it wait a hold on. Is your internet service provider is still Xfinity? Okay. For this one, sir, is it possible to contact your internet service provider and then verify if their modem has an internet connection. So then after like 3 to 5 minutes, I will be providing or I will be processing a callback to you. Because I don't want to reset the main node because resetting the main node will disconnect all your devices and the settings of the system will go back to factory default. So, however, if you
08:00
Speaker 1
In the last week, I had the same problem. And, um, I was able to get it up. Oh, there it goes. It's on now. Oh, it's white. The light is now white. Yeah. It is great to know.
10:00
Speaker 2
one sir we can actually reset the parent node however sir the thing about that one is even though the main node has already been reset and once it has been reset and it still does not detect an internet connection from your modem and that's the time that we need to dig deeper on the modem side because again all nodes or routers are comprehensive are are dependent from the modem which is the source of the Internet. I'm sorry the light now solid white. that's great to know. so yeah. and that. yes so uh that means
10:00
Speaker 1
Terry's working. Yeah, they'll, they'll be on. Yeah, this happened last week. Let me just, I got one round four here. Yeah, the child modes are on. The children are up. Oh,
11:00
Speaker 2
it could be possible that your modem has no internet connection prior calling us. So, that's the reason as well while we did while we did a reboot on the modem just to check and refresh its connection. So, that's great to know that the light now on the parent node is on solid white because that indicates that it is already online or working. So, yes, sir. So, let's check the child nodes. and hopefully they are turning to solid white as well. Yes, sir. So, yeah, for now, so let can we wait for another two to three minutes? alright. alright, and they are still alright. That's great to know. So, yeah, that should do it, sir. So, again, sir, for this one
11:00
Speaker 1
Okay. I already went through that and I don't want to go through that again. Yeah. Okay. Well, Hey, thanks a lot. Sure thing. No, that'll do it. Thank you.
12:00
Speaker 2
I would recommend rebooting the main node. Sorry, the modem, okay? Which is the source of the Internet. Since again even though the nodes are like plug in or turn on as long as the modem does not have an Internet connection, unless you sure that they won't be able to get online. So good thing sir that you did not press the reset button on the main node because once we again, once we press that one, we need to reconfigure all the system and that will take like 10 to 15 minutes. However, I understand sir. Yeah. So you're most welcome sir and thank you so much for your cooperation as well. And is there anything else sir? You're most welcome. Again sir thank you so much for your time and have a great day.
12:00