V2 Rubric Detail — f2aa7e22-69ce-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:01
Duration
8m 11s
Contact
Jeremy Burton
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy: agent used unprofessional endearment ('sweetie') and failed to maintain appropriate tone, constituting a critical failure (C).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.25/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent provided incorrect technical guidance (40-second reset), failed to resolve the setup issue, and used unprofessional language. No escalation was made despite persistent failure, and the interaction lacked structure and ownership. The outcome is unresolved with critical communication failures.

V1 Case Analysis

Customer unable to set up Velop 6E after factory reset; agent provided incorrect reset procedure and failed to resolve issue.

Troubleshooting Steps
  • Instructed to press pair button for one second to initiate setup.
  • Directed to use default password from router label.
  • Provided incorrect hard-reset instruction (hold reset for 40 seconds).
Key Observations
  • Agent gave materially incorrect factory reset procedure: instructed 'hold reset for 40 seconds' instead of waiting for LED flash-red-then-off sequence (contradicts universal_factory_reset.md).
  • Failed to collect and document customer-provided serial number 'W10M21E03457' despite clear opportunity.
  • No troubleshooting of password entry failures, SSID visibility, or 6 GHz band disablement.
  • Call ended abruptly without confirming resolution or establishing a follow-up path.
  • Used unprofessional address 'sweetie' toward customer.
Positive Highlights
  • Correctly identified the need to use the pair button to initiate setup for a factory-reset Velop node.
  • Directed customer to use the default password printed on the router label.
Agent Errors / Gaps
  • Provided incorrect factory reset instruction (40-second hold vs. LED flash confirmation).
  • Failed to record customer-provided serial number.
  • Did not verify product model-specific setup steps for Velop 6E.
  • Ended call without resolution or follow-up path.
  • Used unprofessional language ('sweetie').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer failed to join the network and ended call without resolution; agent did not achieve setup completion or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated setup with pair button and light check but skipped verification of model, interface, and failed to troubleshoot connection failure systematically.
R3 Partially Met Correct resolution path conf 85%
Agent attempted to assist with setup but did not confirm warranty status or device support path; provided partial guidance without determining if issue was in-warranty or required escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked for serial number and checked LED state but did not ask about app vs browser use, prior setup attempts, or verify correct SSID/password entry as root cause.
T2 Not Applicable Appropriate tools / resources used conf 95%
No remote tools or diagnostics were needed or available for this local setup issue; agent relied on customer-reported status.
T3 Not Met No misinformation conf 95%
Agent instructed 40-second reset, which contradicts KB (10–20 seconds or LED flash-off); this is a materially incorrect instruction for the model family.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent long silences, lack of structure, no framing of steps or expectations; call lacked control and clear progression.
C2 Not Met Confirmed understanding conf 90%
Agent used unprofessional terms like 'sweetie' and mirrored customer’s informal tone without adapting to technical needs or maintaining professional boundaries.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; ended interaction after giving flawed reset instruction without follow-up plan or escalation.
O2 Not Met Proactive follow-through conf 90%
No clear next step or timeline given; customer left to self-troubleshoot after incorrect 40-second reset advice.
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Setup failed, customer struggled with connection, but agent did not escalate despite clear unresolved technical barrier.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent used 'sweetie' and did not acknowledge customer’s stress professionally; response lacked genuine empathy and was transactional.
X2 Not Met Tone & rapport conf 85%
Agent matched customer’s casual tone but failed to maintain professional composure or adjust communication for clarity and engagement.
X3 Not Met Overall experience conf 90%
Customer had to repeatedly attempt password entry and re-copy; agent did not offer alternative input method or reduce effort.
Call Transcript18 turns · 18 lines
Speaker 1
I'm trying to get my router set back up fuck
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's 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Hi, thank you for calling. This is Raquel, and how may I assist you today? Hello? Can you hear me fine?
00:00
Speaker 1
Yes, I can hear you fine. Can you hear me fine? Okay, so I'm trying to find out I need to set up my router. Uh, I just had to do a factory reset on it and I figured I had everything figured out, but uh it's just been a while since I've had to do this. So, walk me through. Thank you and that's all. Okay. Give me a minute. Yes, give me a minute. 5 8 that's five. Okay, starting fresh from the beginning, 58, okay? W as in whiskey, 10 M as in Mary, 2 1 E as in echo, 0 3 4 5 7. Thank you.
01:00
Speaker 2
Yes, I can hear you fine now. I may assist you with your Linksys. [ silence] I see. Thank you for that information. May I ask if you have the serial number found at the bottom? for me to properly assist you with the setup of your Linksys device. [ silence] Okay. Sure. [ silence] Yes, see? [ silence] Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. All right. Thank you. Mm-hmm. And as for checking with the serial number.
01:00
Speaker 1
yep.
02:00
Speaker 2
[silence]Velo 6E and how many nodes do you have [silence]I mean just like how many total nodes. [silence]Okay. [silence]Yes. [silence]Okay, so you only have one node or router. [silence]Irate this your first time calling Lens CIS. [silence]Is this your first time calling Lens CIS? [silence]Okay, I understand. [silence]Let me check the light now and see
02:00
Speaker 1
I, uh, it's blues. It's solid blue. It's solid blue, sweetie. It's ready to go. I just need your help to set it up. Thank you. On the bottom, is that on the bottom of the router? Okay. That, yeah, I, I don't, I don't know. I don't know if there's a pair. I think I I can still set it up and customize it as I want to, and down the road or after that. Yes or no? Yeah, but, but, but now, look, I also need to modify the, the, the six. I need to shut off the six point, the six gigahertz. Okay. So, I can, I can go on, on a website, a web address, and a browser and, and fix all that.
03:00
Speaker 2
Uh start with let me check the light on your main parent node. Okay. Okay, we're going to use the pair button in setting it up. You're going to click the pair button for one second at the bottom of the router. Yes, between the reset and the switch. Uh Yes. after we set up using pair button, we can access its settings where you can customize its wifi name and password. Uh Yes. Yeah.
03:00
Speaker 1
after we do the pair okay yes okay and I got an iphone 17 Pro Max so I can pair it to my phone and then we can go from there yes perfect okay I'm on the way okay yes okay thank you sweetie all right I'm sorry I'm loud I just got a lot of shit going on and and life is life is a bitch life is a bitch and then all right so uh huh again I don't there's the okay so the pair button's the big fat one between reset and the on and off yes okay so okay so what do I do okay I'm sitting here with the the button staring at me my finger ready to hit it what what what what's the order ah Jesus press and hold for one second and then release yes okay okay that's one second so then I go uh let me guess to my settings
04:00
Speaker 2
[silence] [music] [laughter] Yes. [silence] [music] [laughter] Yes. Can you use the link beneath the app or the browser? [silence] Okay. All right. [silence] And then it's okay, understand. [silence] [music] Yes, that's correct. Okay, press the pair button for one second. Yes, just for one second. [silence] Okay.
04:00
Speaker 1
on my iPhone and I go to Wi-Fi and then I look for hmm. I don't know. What do I do? Blup Blup setup, yeah. 7F. I see it. Blup 7F. Yes or no? Blup set up 7F. okay. Yeah. Yes, yes, yes, yes. I'm I'm just ahead of you. I'm I'm pretty tech savvy. It's blinking white. Yes, correct. Now, what password do I put in? Uh I'm already there. I'm I'm where I need to be. Yeah. Oh, I got to put that one in, okay. All right. So, uh, I got to look it up. Um, I'll look it up. Take a picture of it and copy and paste. Because I can't see. All right. So, uh, all right. Uh, I think that's all I need from you really today. Um, I know how to do everything else after I get this. Uh, after I can connect to my
05:00
Speaker 2
Okay, have you done the the pair button already? OK, yeah, I can connect to that but let me make sure. You already press the pair button right for one second? Okay. Is the light now on the router? Is it blinking? Okay, we'll give it one to two minutes. Okay, you may use the password at the bottom.
05:00
Speaker 1
my app and then um, yeah, I already got all the instructions how to shut off the 6.0. So, yeah, I'm good. Um yeah No, it's still black and it's still blinking white and I still got to type the password from the bottom. I'm I'm doing a copy and paste right now. and, um, I'll see how that goes. and that one away and then this and that paste. and then check and then unable to join the network 7SS. So that's not the right one. I don't know what the uh is solid white right now. It's solid right. Yeah. And now it's solid white. So let me try copy and paste again. Yeah, unable to join. Yeah. [silence]
06:00
Speaker 2
All right. that's great. is your router now showing solid white? okay. okay. Let's wait for the light to turn solid white. Then once it's steady solid white, we'll try to reconnect to the billup setup. Okay. All right. try again. Make sure that the friendly name is currently entered.
06:00
Speaker 1
I copy and pasted it straight from the picture.
07:00
Speaker 2
the password is case-sensitive, and don't check it. Okay. All right. For the hard reset, you will need to press the press and hold the reset button for 40 seconds. Yes. Please. And during reset, the light on top of the device will blink red, then light will go off.
07:00
Speaker 1
Maybe I didn't get it all the way done yet cuz the other guy shut me off short. All right. I'm going to do that and then uh I'll figure it out from there. Thank you sweetie. Bye.
08:00
Speaker 2
often once it shows another light then that means
08:00