V2 Rubric Detail — f96bb2f8-76f3-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 15:29
Duration
25m 12s
Contact
868-682-1342
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-20.9)

V2 Grader Summary

The customer's issue was not resolved (main node solid red, no internet). The agent performed some troubleshooting (5‑press reset, Wi‑Fi checks) but skipped key diagnostics, gave technically incorrect LED guidance, and failed to escalate despite hardware‑failure indicators. No ownership was demonstrated, resulting in an ownership gap.

V1 Case Analysis

Customer unable to get internet on new MX5500; agent repeatedly instructed 5-press resets and Wi-Fi setup without verifying WAN, modem, or IP status. No resolution achieved. Call ended without clear next steps.

Troubleshooting Steps
  • Collected serial number and customer details
  • Instructed multiple 5-press reset attempts on the parent node
  • Guided to connect to the default Velop Wi-Fi SSID using the sticker password
  • Asked customer to check for original Wi-Fi network
Key Observations
  • Agent failed to perform any WAN or modem diagnostics, a critical omission for internet connectivity issues.
  • Repeated and conflicting instructions (e.g., 5-press reset while node was already in setup mode) created confusion.
  • No verification of internet connectivity was attempted (e.g., website test) after claimed 'solid blue' state.
  • Call ended abruptly without confirming outcome or setting a follow-up path.
Positive Highlights
  • Correctly identified the product model (MX5500) from the customer's description.
  • Collected the customer's name, email, and serial number accurately.
Agent Errors / Gaps
  • Did not verify WAN connection status or router IP address (Step 3 in universal_isp_modem_diagnostics.md).
  • Failed to test internet directly at the modem (Step 1 in universal_isp_modem_diagnostics.md), which is essential to isolate ISP vs. router issues.
  • Repeatedly instructed 5-press reset without confirming the node's current state or purpose; this is a diagnostic escalation tool, not a general fix for internet issues.
  • Did not guide the customer to access the router's web interface (http://192.168.1.1 or https://192.168.1.1 for MX5500) to check status or settings.
  • Provided no clear next step or escalation path after troubleshooting failed.
  • Ended the call without confirming if the issue was resolved or setting a callback, leaving the customer stranded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with main node solid red and no internet access; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about light status, suggested checking default Velop Wi‑Fi, performed a 5‑press reset, but did not follow a systematic diagnostic flow (e.g., no WAN status check, no direct modem test).
R3 Partially Met Correct resolution path conf 80%
Agent kept trying resets and Wi‑Fi checks but never considered hardware fault, warranty status, or escalation; path was limited to repeated resets.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (lights red/blue) and asked about Ethernet cable, but did not ask key diagnostic questions (e.g., WAN IP, ISP details).
T2 Not Met Appropriate tools / resources used conf 90%
No use of available tools such as the router’s web UI, WAN status page, or speed‑test at the modem; the issue required a tool that was never employed.
T3 Not Met No misinformation conf 95%
Agent correctly applied 5-press method for MX5500, but provided materially incorrect LED guidance: 'the extender must have a solid red light on top, which means it's ready to be connected.' Per KB, solid red indicates hardware failure/error state.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never set clear expectations, had long silences, and did not steer the conversation toward a resolution.
C2 Not Met Confirmed understanding conf 90%
Language was fragmented, instructions were vague, and the agent did not confirm the customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly handed the problem back to the customer (“try again”, “check your phone”) without taking ownership or committing to a follow‑up.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline were given; the agent only suggested “try the reset again” without a deadline or follow‑up plan.
O3 Not Applicable Closure confirmation conf 95%
This appears to be the first contact; no prior case history was available to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remained unresolved and required escalation (hardware fault or higher‑level support), but the agent never escalated.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be evaluated; the lack itself is a failure.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy (“Okay”, “Sure”) and did not acknowledge the customer’s frustration or repeated attempts.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the confused, frustrated customer; communication remained flat and procedural.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and perform many manual resets; the agent did not streamline the process or reduce effort.
Call Transcript36 turns · 43 lines
Speaker 1
Hello, good morning. I'm having some problems with my system for quite a while now, so I had to take it out of service and put in my old.
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 devices serial number ready. For assistance, press one now. For out of warranty products, please have your devices 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.
00:00
Speaker 1
My old Mac, my old Mac time machine thing, which is working properly, but I bought your Linksys model number MX 5500. With the serial number 43K10MM2CD02040. No, two Charlie, two Charlie dog. No, I have, no, no, I have two towers. Well, no,
01:00
Speaker 2
You're out there? Uh-huh. Mm-hmm. Just to make sure I got it here right. It's 43 kilo one zero Mary, two Charlie boy 02040. Okay, David. One second. And you have there just one tower, only one pack. Three towers, okay, the main one that is plugged in straight to the modem now, what's the light indicator on top? Dada or flashing? Okay. Indeed, that means it cannot recognize the internet from the modem. Since you mentioned that you wired your old computer directly to the modem, is it still wired right now to the modem or not? [silence] Did you try to press the reset button underneath? [silence]
01:00
Speaker 1
Yes. Yes, I did. Yes, I did. I did all of that. I kind of uh um hold on, let me, I let me plug it in. Yes, I'm going to put back everything. Yeah, hold on. I'm going to take all this Internet um Internet cable from this one and put it into that one and let's check it and see what happens. Mm-hmm speak again. Hey, where's Perry? He might have a toning the hot water. Let's me, help you with it. All right. Let me make sure. Uh-huh, I'll put it clean with this. Can we try one more time? Whoa, open it. You're going to push. Okay, let me get it.
03:00
Speaker 2
Prior calling us. Okay. I mean, I mean, seems like you ended up, resetting the device. Kindly check if you can see it's default Wi-Fi, which is Velop set up. That's the default Wi-Fi name. Okay. And kindly put back the ethernet cable if ever it's disconnected. Ethernet cable. All right, thank you. E on the internet port. Can I have your first name and last name, please?
03:00
Speaker 1
My name is Wayne. My last name is Jones. Correct? Yeah. That's correct. I'm in Trinidad. I mean Trinidad, so I'm here. No, it was, uh, uh, just blinking blue, then it has been blinking red now. Uh, let me see what happened. [silence]
04:00
Speaker 2
Sorry, just verify, I got it here correctly, that's Wayne W-A-Y-N-E, and then John, am I right? And is this your E-Mail address? It's trainee 77@me.com. Okay, and who's your internet provider? Sorry. Uh-huh. Anyway, yeah, okay. Your link says it's blinking red currently. Okay. I'm setting a timer here, max of three minutes. Yep. The router should have a steady blue light after three minutes of once its plug in.
04:00
Speaker 1
Oh, it's, oh, it's blue. Now, it's hot blue. Hello. Solid blue. Oh, no, no, it's not the bling blue now. Hold on. It's not the bling blue now. It's blinking. Okay, I'm there. Now, I'm on the Wi-Fi. I'm not saying anything. Oh, it gone red. It gone red. Now, I it telling me no Incent why it's saying new in-oh, velo-yes. That's Ava. velo's it up. I there's a velo's it up for it.
05:00
Speaker 2
Is it from blinking red to solid blue? Okay. Okay. And kindly go to the settings of your phone. and go to Wi-Fi. I need you to check if there is a velop Wi-Fi. setup Wi-Fi name broadcasting. Okay. Okay. All right. So that only,
05:00
Speaker 1
All right, press the reset button five times. Right. One, two, three, four, five. Okay. It's turning kind of purple now. Blinking kind of purple light. It's going blue. Solid. It's blinking blue. It's gone solid blue now. [silence] It's okay if it turns off. [silence] Let's see what happened. Yeah, kind of a problem.
06:00
Speaker 2
means the Router is on set up mode right now. I need you to press the reset button five times. Press, Release, Press, Release within five seconds. Yes, only on the main, right node. Okay. Go to your Wi-Fi list and look for the developed set-up name again. Connect to that using the password that is on the sticker underneath your main linkses. That's your Wi-Fi password. It's is small indeed. But if you have a computer, you can use your phone instead to connect your computer 'cause we will change the name after to... back to what you have before. Okay.
06:00
Speaker 1
Wait, wait, wait, wait, what is three? I have no tree. Oh, incorrect password. Let me see. Thank you. Uh, incorrect password. Let me see. Let that's be your tea. I'm able to join that. I'm sure I'm putting the right thing in the right thing but it's not joining. I'm able to, okay. Yeah, it don't. It. Well, I pop. No, it don't. So let me just find another one. No, it don't. This is A B. No, it's not showing up. That one is hold on. Let me see. That one is not showing up on the phone. I can type it in. Yeah, this is my this my main.
08:00
Speaker 2
Can you check if the name match, develop setup, name match on the sticker underneath the may node? Probably the name is different. Can you see that name as showing up on your phone? and no need to type it in. This is actually I mean, this is your May node, right? The one that is hard wired to the modem.
10:00
Speaker 1
This is my main\d node. My original Wi-Fi. What is my a velo? I have a velo set up. My normal Wi-Fi. For my house is, I want to make sure I have um I have my chairs I have a chair 2.4 G and uh chair 5g that's my um. That's my regular Wi-Fi. Okay. Well, I'm connected to it. I'm connected to it right now.
11:00
Speaker 2
OK Now Wayne since the default Wi-Fi is not broadcasting that only means your original Wi-Fi should still be available. Can you see it on the list? Yes, finally checked. What's your Wi-Fi for links is. Yeah When for links is is still working. Uh-huh. That's your Wi-Fi ever since. OK try to connect to that instead. I will see if you can still connect.
11:00
Speaker 1
It, it seemed to be working. It's solid blue. There, oh that does the other node does
12:00
Speaker 2
Okay, try to visit any websites if you're online. Any website. So try to pull up YouTube or Chrome, just to check if internet is working. Okay. And on top of your link says is it still solid blue? Okay. So that only means, Wayne, the build setup you can see on the list belongs to the extender. It's totally disconnected now. We need to make it part to your original Wi-Fi. And to do that, you have to unplug the extender for the meantime and bring it over to that main node within 5' power it on there. Mhm, yes, your extender because it's in setup mode now. It's not connected. [silence] Hum. Um. Um. Okay, can you unplug that?
12:00
Speaker 1
So, all right, so have to plug this in
14:00
Speaker 2
Hello Wayne. Uh, okay. Sure. I thought I was never one. Take your time.
14:00
Speaker 1
That was the main network is blinking red now. I plug in the, I plug in, I plug in the other node.
16:00
Speaker 2
Okay. So, oh, it drinks drinks.
16:00
Speaker 1
I'm not seeing anything. Why? Oh, right. The other one went blue and then that went out. Um, let me hold on to see if, if it comes back up. The main node is blinking red and the secondary node is, I'm not seeing no light in it. When I plugged it in, it went blue and then went out. It's blinking red. I wonder... [silence]
17:00
Speaker 2
Scotty Neld.
17:00
Speaker 1
Yeah, the internet. Yeah, the internet is attached to it. But it's blinking red. Still connected. Yeah, still connected. Still connected. Okay.
18:00
Speaker 2
make sure the ethernet cable is still connected to the internet port.
18:00
Speaker 1
solid solid red now the ex extender it's blinking it's kinda green oh it's coming it's blinking blue now the main one the main is blinking blue and the the extender gone red solid red right okay great yes and the main is solid red
19:00
Speaker 2
How about the extender? [silence] Okay. [silence] Okay. [silence] Yeah, the extender must have a solid red light on top, which means it's ready to be connected. [silence] How about the main node? [silence] Okay. [silence] Let's wait for it to light up blue again. [silence] Please check your Wi-Fi if you're still connected to your original Wi-Fi name.
19:00
Speaker 1
Yeah, yeah, yeah, it's good. Wi-Fi is connected properly. But the main node is solid red and the extender is blinking green. It's kind of green now. Oh, okay. The main node went blue and the extender went green. It's kind of, it's kind of a fading green kind of thing. Steady blue for now. Yes, steady blue.
20:00
Speaker 2
[intro music] supposedly the extender should have a steady red light because we did not do anything yet to pair it. Okay, so the but the main node is it already steady blue? Okay, so you can now press the reset button and the main node five times. Again, press, release, press, release, press, release five times. [outro music]
20:00
Speaker 1
it's blinking, kind of, see the, kind of, morph, kind of, of color. Right. It'll come back now, solid blue. And the, extenders is the same thing, kind of, green, kind of, greenish color. You ready, finish. So, Yeah, the main one is still blue. So there's no change Including yet. Both of them behave in the same way. Or I have a third extended downstairs. [silence] [music] From a different area. How about now? [silence] Then will we conclude today when it makes sense? [silence] No. Thank you very much. [silence]
21:00
Speaker 2
Okay, check if that's solid blue. If not, you need to also unplug that node.
22:00
Speaker 1
I am beside the main node, the extender.
23:00
Speaker 2
Yes. Beside. Right the main node. Yeah, sure. Within five feet. if the third node is already solid red. but are you still right beside the main node now? Okay. what's the light indicator of the extender? okay, good. That means it's already connected. So you can now
23:00
Speaker 1
[KEEP_UNCERTAIN] Well, well, I can help. I can access the other one right now, because it's in an apartment and the people at home, so I have to wait until they get home to grab that one and do the same thing. okay, okay. Okay, great. Okay, thank you. Thanks. No, no, that's it for now. Thank you. Okay. Bye.
24:00
Speaker 2
that one back to its original location and grab the other one. So if ever the other one is also having a red light, OK. So same thing Wayne. Just place it right beside the main node within five feet. Make sure it has a steady red light and there's a setup name is broadcasting because that means it's on set up mode. You can then do the five press reset on the parent node. Okay? That's how you can do it. You're welcome. You don't have any other concern. That's it only. OK then. Thank you for calling. You take care, Wayne. Bye bye. Bye bye. Bye bye. Bye bye bye bye, bye bye, bye bye bye bye bye bye, goodbye bye bye, bye bye
24:00