V2 Rubric Detail — f6782e4a-7677-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 00:41
Duration
11m 21s
Contact
Patricia Miklik
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135727
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX6200_ Initial setup

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-41.4)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance (5-press on unsupported model) and poor call control. Despite some troubleshooting, the agent did not use correct tools or adapt to the customer, resulting in an ownership gap with no progress toward resolution.

V1 Case Analysis

Patricia Micklushy (760-579-2987) unable to get Velop Pro 6E (S/N: 5AW10M22E002229) online after connecting to new Arris Surfboard modem (Cox). Agent advised 5-press reset and direct modem test; no resolution achieved. No follow-up or escalation path set.

Troubleshooting Steps
  • Verified ISP (Cox) and modem model (Arris Surfboard).
  • Instructed 5-press reset on the Velop Pro 6E router.
  • Observed LED status change from blinking blue to solid white after reset.
  • Suggested testing the modem directly (not confirmed if performed).
Key Observations
  • Agent did not verify cable connections, power-cycle the modem/router, or confirm WAN IP assignment after the reset.
  • No clear next step, escalation, or callback was set; the call ended without a resolution path.
  • Agent correctly identified and used the 5-press method, which is valid for Velop Pro 6E (confirmed in universal_5press_models.md).
  • Agent failed to check if the router obtained a WAN IP or internet connectivity after the reset, a critical step per KB guidance.
  • Agent did not instruct the customer to access the local web interface (http://192.168.1.1 or http://myrouter.local) to verify internet status.
Positive Highlights
  • Correctly identified and instructed the 5-press reset method, which is valid for Velop Pro 6E models as documented in universal_5press_models.md.
  • Suggested testing the modem directly, aligning with ISP/modem diagnostics best practices per universal_isp_modem_diagnostics.md.
  • Correctly interpreted LED state changes (blinking blue → solid white) as part of the reset process.
Agent Errors / Gaps
  • Failed to collect essential case details (HappyFox case number) and document warranty status.
  • Did not confirm whether the router obtained a WAN IP address or internet connectivity after the reset.
  • Did not set a concrete follow-up plan or escalation path.
  • Provided unnecessary repetition of personal information requests (name, email) that were not critical to troubleshooting.
  • Did not instruct the customer to access the local web interface to verify internet status, a key step in router setup diagnostics.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with router still blinking white and no confirmation of internet connectivity; setup not completed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested testing modem directly and initiated setup steps, but did not verify WAN connection status or guide through full power-cycle sequence.
R3 Not Met Correct resolution path conf 95%
Agent recommended 5-press method on a Velop Pro 6E, which is not listed in universal_5press_models.md; this model uses Linksys App and Node Pairing Button, not 5-press — incorrect resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified blinking light symptom and asked about modem/ISP, but skipped key diagnostics like checking WAN cable, power-cycle order, or admin interface access.
T2 Not Met Appropriate tools / resources used conf 96%
Agent used 5-press reset — a tool not supported on Velop Pro 6E per universal_5press_models.md — and did not attempt to access admin UI or suggest app-based setup.
T3 Not Met No misinformation conf 97%
Agent instructed customer to perform 5-press reset on a model (Velop Pro 6E) not listed in the authoritative KB as supporting it; this is materially incorrect technical guidance.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set agenda, allowed repeated silences, asked same info multiple times, and lost control during transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but repeated requests for name/email without confirming understanding, showing limited adaptation to customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent repeatedly asked for same details (name, email, serial), failed to document them, and deferred to ISP instead of owning setup process.
O2 Not Met Proactive follow-through conf 92%
Only vague instruction to 'wait 2–5 minutes' was given; no clear next step, timeline, or follow-up plan established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted at this stage of initial setup.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent did not acknowledge customer’s frustration or prior failed attempts; remained procedural despite customer’s expressed difficulty.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust pace or tone to customer’s repeated confusion and disengagement; continued with disjointed questioning.
X3 Not Met Overall experience conf 95%
Customer had to repeat name, email, phone, and serial multiple times; agent increased effort by not recording or using provided data.
Call Transcript20 turns · 20 lines
Speaker 1
Hi, Carla. My router went down and I ordered a new one, a Linksys Velop Pro 6E, and I can't get anything to work. My router's blinking.
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 1 now for out of warranty products paid support may be available depending on your please have your devices serial number and contact information ready if unavailable kindly call back later for out of warranty products paid support may be available depending on the issue
00:00
Speaker 1
it's blinking and I um added on a new modem and and nothing I can't get anything. Yes. Yeah the serial serial number is 5 AW 10 M 2 2 E 0 0 2 2 9 and Pro 6 E Linksys Phillip. Uh underneath the on the device. Okay yeah okay hang on. Let me go back in so I had to come outside to recent numbers. Um
01:00
Speaker 2
Mhm. Mhm. Okay. So, before we continue, let me just verify, again, this is for initial setup of your new Linksys device. May I know the model and a serial number of that device? You can check the exact model number underneath the device. Yes, on the device, itself.
01:00
Speaker 1
Uh, no, it's a, it's an Arris surfboard modem and Cox, right. But I haven't called them to tell them that I hooked up a new modem. Do I need to do that first? Okay. Okay. Okay, do you want? [silence] Okay. Okay. Okay. [silence] Do I need to call Cox to report it?
02:00
Speaker 2
and who's your internet service provider and you mentioned you've got also a new modem from Cox uh... this is new also is that new provided by um Cox okay. I think that's the first thing that you're going to do sir. Um, could inform them that you get a new modem. Or you should like you may try to like connect a computer straight to the modem first. Check if you can access the internet. If you can access the internet, no need to call them. Then we can proceed setting up your new router. But if you cannot connect to the internet, you need to call them. So what's the model number?
02:00
Speaker 1
Okay. And. Sure. It's 760-579-2987. And, uh, first name's Patricia. Last name is M-I-C-L-K. E-U-s-s-y. K. P underscore Micklushy, or Mick Luke, or something like that. At Yahoo dot com.
03:00
Speaker 2
Okay, how many notes do you have? Okay and can have also your phone number, sir, so they can create a record? Uh-huh. Okay, and how about your first name and last name? Again, M I K. And how about email address? Okay. Okay. Okay.
03:00
Speaker 1
node while I have eyes on it. Okay. all right. Yes. And I'm hang on. No, I'm not. Let me go get it connected back on. Hang on. It was it was um connected and it was blinking blue when I had it connected. So, hang one second and I'll get it connected back on. And, yes. We are still blinking blue.
04:00
Speaker 2
You have to take a picture of it just in case we need to um use that um settings. Okay. And this node is connected to the new modem right? Okay. And what is the light right now on this node? What's the color of the light? Okay. Okay. Mhm. Okay. [silence]
04:00
Speaker 1
and I don't have yeah, I was just going to I have a laptop, but I don't have any way to connect my laptop to the modem. yeah, it's still blinking. Uh we are surfboard Arris cable modem. um see. uh blinking green. Only one. The the light. It when it it hadn't it had an orange light on it, and now and then it's blinking green. It just has one light.
05:00
Speaker 2
Um, do you have a computer? Mm-hmm. Okay. And right now, what's the, okay, what's the model and brand of your modem? What's the lights on your cable modem? Only one? How about online? What is that, like, power light, or? yes.
05:00
Speaker 1
Yeah, on the modem. Yeah. Okay. James, blinking blue. Okay. Okay. Thank you for helping me. Okay. Okay. Okay. A new modem. Okay. All right. So it's not blinking anymore. We're solid.
06:00
Speaker 2
On the modem on the surfboard. How about on the Linksys router right now? Okay, let's just wait. Okay, we will try to set up your Linksys router right now ma'am. In any case, after doing the set up if it's still the same it didn't detect any internet connection. We might need to contact your internet provider inform them that you have a new modem so that they can probably need also to update their system. They might be in their system, they say you have registered under your account the old modem. [silence]
06:00
Speaker 1
[ silence ]
07:00
Speaker 2
Solid Blue, okay, so it's Solid Blue, okay? So that means it's ready for setup. So to set this up, ma'am, the easiest way to do this is look for the reset button at the bottom. mm-hmm And then uh, no, do not press and hold it. So you have to press it five times within five seconds. So it's press, release, press, release, five times in five seconds, okay? All right, what about the about this, how about the child, um, the light by now start blinking. All right, let's wait until I'm like, let's wait for like two to three minutes or it could be four, five minutes until it.
07:00
Speaker 1
OK. So how come the, like the software I tried to go through the software, it doesn't just set you up. How come why why the the app. I think it yeah, it wouldn't detect the router and I don't know if it was the router or the modem or or what. It yelled at me to check all the cables and I did that. Yeah, nothing. So once the router is set up, the app will be able to handle it then. If I need anything on there?
08:00
Speaker 2
Fully stabilize and setup the router. Okay? it did not, like, it did not detect the the router.
08:00
Speaker 1
yeah, still, still white. still blinking. oh, here, it's going solid white now. [silence]
09:00
Speaker 2
Okay. Is it blinking right now? Is it blinking white? Blinking blue?
09:00