V2 Rubric Detail — f9f0495a-640b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:03
Duration
11m 41s
Contact
Shanon Diego
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132763
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall90.3% (+32.3)

V2 Grader Summary

The agent successfully resolved the issue by correctly applying the 5-press reset method and guiding the customer to connect via default Wi-Fi settings, resulting in confirmed resolution. Technical accuracy was strong, and the agent maintained ownership. While communication had minor flaws (repetition, silences), empathy and adaptation were adequate but not exceptional. The 5-press method is valid for LN series Cognitive Mesh nodes, making R3 fully Met. No escalation was needed.

V1 Case Analysis

Performed 5-press reset on Velop router; confirmed solid blue LED and internet via phone connection to 'Veloop setup'. Advised customer to reconnect TV. Customer later confirmed TV working. No model/serial collected; warranty not discussed.

Troubleshooting Steps
  • Confirmed router LED was purple.
  • Instructed 5-press reset (one press per second).
  • Observed LED turn solid blue.
  • Had customer connect phone to default 'Veloop setup' SSID.
  • Verified internet connectivity on phone.
  • Advised customer to reconnect TV to Wi-Fi network.
Key Observations
  • Agent mispronounced 'Velop' as 'Veloop' multiple times, potentially causing confusion.
  • Repeatedly asked for router light status ([02:00], [04:00], [08:00]), creating inefficient loops.
  • Failed to collect model/serial number or verify warranty status despite clear opportunity.
  • Did not confirm TV reconnection directly—relied solely on customer's final statement.
  • Correctly applied 5-press reset procedure for Velop and validated internet via phone.
Positive Highlights
  • Correctly identified purple LED as reset state and applied appropriate 5-press reset procedure for Velop at [03:00].
  • Confirmed internet connectivity by having customer connect phone to default 'Veloop setup' network at [05:00]-[07:00].
  • Provided clear step-by-step instructions for reconnecting TV to Wi-Fi after reset.
Agent Errors / Gaps
  • Mispronounced 'Velop' as 'Veloop' at [05:00] and [09:00], risking confusion with setup SSID.
  • Repeatedly asked for router light status at [02:00], [04:00], and [08:00], causing unnecessary looping.
  • Did not collect product model or serial number, violating protocol for product-specific troubleshooting.
  • Did not verify warranty status or discuss support eligibility, missing critical protocol step.
  • Failed to confirm TV reconnection directly—resolution assumed rather than validated.
  • Poor call control: allowed customer to interrupt and redirect, leading to fragmented troubleshooting flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Thank you so much. I got it working.'
R2 Met Diagnostic thoroughness conf 95%
Agent identified purple LED, instructed 5-press reset, verified solid blue, and confirmed internet function.
R3 Met Correct resolution path conf 85%
5-press reset is valid for LN series (Cognitive Mesh) per KB; agent correctly applied tool without needing model confirmation at this stage.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent asked about LED color, WAN connection, performed reset, and validated outcome — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
5-press reset is an approved, model-appropriate tool for Cognitive Mesh nodes like LN11xx/LN12xx; no additional tools required.
T3 Met No misinformation conf 95%
All instructions (5-press, connect to 'Velop setup', use label password) are technically accurate per KB guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained direction but had long silences, repetitive questioning, and unclear transitions (e.g., repeated 'what is the light?').
C2 Met Confirmed understanding conf 87%
Agent used plain language, repeated steps clearly, and adapted to customer’s pace despite confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer or abandon.
O2 Met Proactive follow-through conf 82%
Agent provided clear next steps (connect to Wi-Fi, test internet); issue resolved without need for follow-up.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolved in-call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite but offered no empathy statement (e.g., 'I understand this is frustrating') or acknowledgment of effort.
X2 Partially Met Tone & rapport conf 83%
Agent repeated instructions but did not adjust tone or phrasing when customer showed confusion; some disengagement occurred.
X3 Partially Met Overall experience conf 85%
Customer asked to repeat information (e.g., LED color, email); agent could have documented earlier inputs to reduce effort.
Call Transcript18 turns · 20 lines
Speaker 1
Hi, um, I was just trying to see if you could help me, get my box up and running. [silence]
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.Linksy.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 device. Please have your device's serial number and contact information ready. [silence] For out of warranty product, our paid support option may be available depending on the issue. Thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
It's Charlie spectrum spectrum. I'm sorry.
01:00
Speaker 2
we have the serial number for that Linux device. Yep. Who is your internet service provider? How many nodes do you have in total for the system?
01:00
Speaker 1
But I just have the one. Can I guess what that? S.H.A.N.O.N. Shawn V 1703 at gmail.com. Um I'm sorry. What's the question?
02:00
Speaker 2
[KEEP_UNCERTAIN] How many Lynx nodes do you have? Okay. Um, let me have your first name first and last name, please. um, your first name. How do you spell your first name? [silence] Okay, and lastly your email address. [silence] Okay, thank you. Um, so as of this moment what is the light of your router? [silence]
02:00
Speaker 1
Oh, it's like, it's like purple. And I've only ever seen it do blue or red. Yeah. I'm sorry. The ethernet cord. Yes. Five times. One, two, three, four, five.
03:00
Speaker 2
what's the light of your router at the top? You already connected the ethernet cable from the modem to your [silence] LNKS router, okay? And it's on the [silence] internet port, right? on the internet port. Yeah, the ethernet cord is connected to the [silence] internet port of the router, correct? Okay, good. All right, so for you to set it up easily, just press the reset button five times. One press every second. Yes, ma'am.
03:00
Speaker 1
It's like, it's blinking like purple. Okay. [silence]
04:00
Speaker 2
what is the light of the router? Okay. Let's just wait for it to process, then let me know what color uh purple it will go. If it will turn to solid blue or red.
04:00
Speaker 1
Now it's a solid blue. I'm sorry, do what? So go to my wifi setting on my phone. and connect to what's on the bottom of the router. Okay.
05:00
Speaker 2
On your phone... [[silence]] ugh, go to your wi-fi settings and connect to its default network name, Veloop setup. [[silence]] You go to your wi-fi settings on your phone and connect to the network name, Veloop setup. Use the default password that's at the bottom of your router. [[silence]] Yeah, the network name of that router.
05:00
Speaker 1
enter the password to join the Wi-Fi network there's a password on the bottom of this router is that what they want okay it says that [silence] it Check my truck trying to get to work. The problem is, is that I can't get the TV to work. I'm sorry, do what? Do I have to change it?
06:00
Speaker 2
They're still solid blue. Okay. check is the internet is now working. If you can do something online. do you want to change its network name and password like what it used to be do you want to change the network name and password of your router, since right now it's using the default one. It's up to you, ma'am. But if you just wanted to. [silence]
07:00
Speaker 1
Yeah, I wanna just leave it what it is. [silence] Well, the TV won't come on. [silence] It says the network status, the connection is unavailable, but I just got off the phone with Charter or Spectrum, and they said that my Wi-Fi is on. Yeah, it's still blue, but the TV won't. [silence]
08:00
Speaker 2
Leave it as it is. Then, yeah, we can do that also and just connected devices to the default network name valer pick okay. Okay. So internet is now working Yeah. How about your router is it still soldering blue? Okay. Yeah, so that means. That means your router is now connected and online. So it has something to do with your TV. So you have to fix the um TV alone. your Internet is now working fine. [Silence.] there's no problem with your connection. it has something to do with your television. so you just have to connect again your television. you can check your Wi-Fi settings on your TV. maybe it's not connected to develop set up yet.
08:00
Speaker 1
Thank you so much. Okay. I got it working. Yes, thank you so much. Thank you.
11:00
Speaker 2
okay, you're on, good. Yeah, welcome to, to the challenge.
11:00