V2 Rubric Detail — fc62c30a-6912-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:36
Duration
34m 35s
Contact
Wayne Alexander
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information (solid green = normal) that contradicts documented LED behavior, risking misdiagnosis in future. R3 Not Met: Agent incorrectly denied free support based on warranty status, violating OOW best-effort standard. These constitute critical failures under rubric.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

While the power cycle resolved connectivity, the agent failed to follow required diagnostics (modem test), provided factually incorrect LED guidance, and wrongly conditioned support on payment due to expired warranty. The resolution was coincidental, not methodical, and key technical inaccuracies trigger auto-zero under the rubric.

V1 Case Analysis

Customer reported red/orange LEDs and no internet on three SPNM60 nodes. Agent offered $15 paid support, processed payment, and guided a power-cycle of Frontier modem and nodes. LEDs turned green/white and Wi-Fi restored.

Troubleshooting Steps
  • Processed $15 paid support for out-of-warranty SPNM60 devices
  • Guided customer through power-cycle of Frontier modem and all three SPNM60 nodes
  • Monitored LED status after reboot
  • Verified Wi-Fi connectivity on customer's phone
Key Observations
  • Agent misidentified SPNM60 LED behavior (stated solid green = normal operation, but KB states SPNM60 uses solid white/blue)
  • Long silences during payment processing (~4 minutes) and troubleshooting reduced call flow
  • Agent asked for modem model number mid-troubleshooting after already instructing reboot, causing confusion
  • Failed to confirm exact model number before offering paid support or LED guidance
Positive Highlights
  • Correctly identified need for coordinated power-cycle of modem and all nodes
  • Followed proper reboot sequence: modem first, then nodes
  • Confirmed Wi-Fi restoration with customer after fix
  • Handled paid-support transaction appropriately for out-of-warranty device
Agent Errors / Gaps
  • Misstated LED behavior for SPNM60 (solid green vs. documented solid white/blue)
  • Did not confirm model number before troubleshooting or paid-support offer
  • Requested modem model mid-reboot sequence after already instructing power cycle
  • Provided unclear instructions about parent node identification during topology clarification
  • Long silences without customer updates during payment processing

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms Wi-Fi is working and all nodes are green after power cycle: 'Yes, it's up and running... Wi-Fi seems to be working, yes.'
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped critical diagnostic step: did not instruct customer to test internet directly at modem via ethernet before troubleshooting Linksys devices, which is required per KB.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated out-of-warranty devices receive no free assistance, but KB requires best-effort troubleshooting regardless of warranty; agent used warranty status to justify paid service prematurely.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified red/orange LEDs and lack of internet, but failed to isolate source by skipping direct modem test, jumping straight to power cycling without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 96%
Agent skipped required tool: direct modem test via ethernet cable to rule out ISP issue before engaging with router — a clear requirement in velop_wifi_connectivity.md Step 2.
T3 Not Met No misinformation conf 98%
Agent claimed 'solid green' means normal operation, but Linksys mesh devices do not use solid green as a documented LED state; per KB, solid blue (Intelligent) or solid white (Cognitive) indicates healthy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent lost control during setup confusion: repeated 'I cannot hear you' despite customer describing physical actions; failed to clarify model type or system topology early.
C2 Partially Met Confirmed understanding conf 85%
Agent used incorrect terminology ('rectangular device', 'solid green') confusing customer; did not adapt language to correct misunderstanding about device type or LED meaning.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on resolution steps.
O2 Partially Met Proactive follow-through conf 82%
Agent gave vague timelines ('wait a couple of minutes') and did not specify expected outcome of each step; customer remained uncertain throughout.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted after resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted after resolution.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed appreciation but did not acknowledge customer frustration or prior effort; response was polite but transactional, not empathetic.
X2 Partially Met Tone & rapport conf 84%
Agent maintained pace but failed to adjust when customer struggled with device identification and lighting; repeated unclear prompts instead of simplifying.
X3 Not Met Overall experience conf 94%
Agent required customer to repeatedly locate and read serial numbers and model numbers due to poor information capture; created avoidable effort.
Call Transcript45 turns · 50 lines
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 one now. For out of warranty, 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
no it's not ma'am I've called in the past some time ago but this is first time for this particular issue Claudius Alexander 3 uh that's uh goodness Christ that's a good question for you
05:00
Speaker 2
Hello, thank you for calling Linksys. My name is Bel. This is your first time calling. Okay, one moment, please. Make a, from your first and last name. All right. And how many links's device do you have? All right. May I confirm who's your current internet provider?
05:00
Speaker 1
Frontier. I'm getting the little red symbol, and I don't have the ability to connect to my internet. All of them. Initially, it was just the one in the office. Uh that was a couple days ago, and today, it's all three. I've unplugged all three of them, and unplugged them back in, the light will be the yellow light for a little bit, I guess yellow or orange. And then, it will go back to red. Okay, let me open that up again. Someone. My phone here, pictures, photos,
06:00
Speaker 2
Okay. Thank you. How may I help you with your Linksys device? Okay. Red light, you mean, is it on all your Linksys device or only one? Okay. Okay. All right. All solid red? And what have you done so far? Okay. Okay. All right. Okay. may I confirm the serial number of your main Linksys that you connect directly to Frontier? [silence]
06:00
Speaker 1
Okay, serial number is Y247-10-4C01586. No, I don't have a particular device. I'm lying to you. I'm glad you said that. Okay, let me go. Okay, it's back here. andy. Okay. Okay. Okay, so that will be right here. Okay. Yeah. All right. Alright. Give me one quick second, let me get a magnifying glass.
07:00
Speaker 2
uh the links is the main links is like the rectangular links is device that you connect to the frontier is this the serial number okay
07:00
Speaker 1
Uh right then uh old that give me here. Oh my all right. So down here. So you can hear me better. OK. So I'm assuming it would be the would actually call it out as a serial number? Yes, it does. OK, so let's go with zero eight four six seven zero one three seven five. let's go back to the laptop. I'm on Amazon now. I'm just going to try to get that information. Let's see here. How could I do that? problem is I'm not able to get into my system through Normalboat, where I can show all of my um purchases, but it's been a while.
08:00
Speaker 2
All right, and do you still recall when did you purchase your Linksys system? Okay. No worries, you can check that later on. All right. Just to want to make sure, you've called us since last year. I believe you have purchased this last year as well. Your Linksys system has a good for a year warranty, however, it already expired. So, for out of warranty device, there's no free assistance over the phone. [silence] So, um actually, um what is the solution for here? Uh usually, uh since reboot you have already initiated that. That's the first step. If it still shows a red light, you need to bypass your linkses and check your Frontier modem. Um, the other one, how to check that? You can connect a computer or laptop, wired to that Frontier modem. Check if there's internet connection. If that is confirmed, you can reboot the Frontier modem, all together with your linkses device, just to sync in the internet connection. Uh, red light, that means there's no internet. That's why you cannot access internet connection from your linkses network. So, we can, um, actually assist you over the phone, however, um, you can proceed with the paid service. So that's $15 as one-time and non-refundable assistance only. Or I can
09:00
Speaker 1
So it's $50 or $15? Okay, whatever. Yes, that's fine, man. Okay. I understand. Okay. Okay. Claudius W. Alexander C L A U D as in David I US [REDACTED_CARD_NUMBER]
11:00
Speaker 2
Okay, can I have the spelling for your first name? Okay, you may proceed with the card number.
12:00
Speaker 1
728. Oh, one eight. 922 to 23.
13:00
Speaker 2
okay. The expiration. And the security code. All right. And the billing zip code. The billing zip code. Okay, kindly stand a line, please. Let me just process your payment here. One moment, thank you. [silence] For a patient, the waiting, so we have process payment. You can check on your email for the receipt later on. Okay. We'll now start with the one hour, paid session. Okay. So, right now, we'll try to power cycle all the links device together with your internet source, just to check if they can sink in at this time with their connection. So, what we're going to do, we're going to unplug all the linked systems that you have there, as well as your frontier modem. Uh just let me know if they are all unplugged.
13:00
Speaker 1
Okay now I'm going your through three unluted. Yeah I'm plugged the uh Frontier motor. That's done now. So all three are unplugged along with the modem. Okay so I'd say it's probably been about oh more than 10 seconds, so we'll go ahead and plug it in.
18:00
Speaker 2
okay, if all to your link all be relinks are are unplugged. Make sure the front here to modem is unplug two. Just wait for 10 second. You plug in back the front here modem right away. Wait until it's fully powered on and then let me know. And let me know once the frontier modem is fully powered on. Okay, just let me also know if all the lights on the modem is all solid. [silence] Okay. [silence]
18:00
Speaker 1
and then, uh there so the other one is going out. Uh let's see if it's going to turn back on. OK. OK. Now the green scope is, OK. So we're on the process. Let me grab my, my, uh, magnifier again. All right. OK. Let me turn it over. So. Let me find my OK. Yes. Let me get the door over here. Man, we're in a tight space here. OK. So my number is Nancy Victor G9468. [silence]
20:00
Speaker 2
Can you check the sticker label of this modem? Uh just check the model number. [silence] Okay. Do you see the model number? Um, I cannot seem to hear you. Um, may I have the modem number of the modem?
20:00
Speaker 1
You keep mentioning a rectangular device. I'm trying to think where that is or what. Let me pull this out. See if you... So it's flat.
21:00
Speaker 2
okay all right so I believe um the modem is now fully turned on you can plug in the the linksys main node or the linksys main router only uh the one that's like a rectangular device so we're gonna plug in that first and we're gonna observe the light color of that link sys yeah it's like the flat one Yeah the main link sys uh modem and the main like cisco uh modem uh any device with um similar model you need to check at the moment you have it turned on um so you might notice there um there are several lights blinking there the main ones are uh if the light is solid green that means uh the device is functioning normally if the light is red flashing that means that there's some kind of uh network issue or problem so you should see the antenna uh disconnections as well and you can have uh certain constants uh blinking patterns there too which uh signal uh certain specific uh you know power supply situations or physical connection issues so that's what we're going to be um doing now uh checking if there is a a solid green or a red light and waiting for those uh full successful connections or seeing that the status light turns to full green usually takes about a minute or two so it's okay if you wait for a while and uh please don't unplug the device uh during this process please
21:00
Speaker 1
Oh, okay. Let me backtrack here. Um, well, I have the three. I guess you call them nodes, the little circular ones. I have three of the. No, let's see. What if... Okay, let me backtrack here. So that's La Grande. Directly to the end here. Is it going to actually say links?
22:00
Speaker 2
This router that you connect to your frontier. Yeah. We're going to plug in that one first. Sorry. I cannot hear you clearly. Um. Now, have you located. Yeah. Just the. Just the only one that you connect directly to the frontier. Yeah.
22:00
Speaker 1
K, so McRON, cheap. Would it be the bottom connection to the, or it says out? on the Frontier modem. OK, cuz I have three connections for the link to go. Yes, ma'am, yes. Okay, all right, so I'll go th-
23:00
Speaker 2
Right. Yeah. No, yeah. The the Linksys that you connect wired to your frontier that's the main links those of your system um uh you mean you have all the links those device wired to the frontier? Okay, let's try just one only. Um plugged into the power and let me know what's the light status.
23:00
Speaker 1
the nearest one that drive here just plugged it in sees what happens here okay it's orange for right now yes they all three do a randomized okay let me put the cover it quick whoa that should be on my photo makes it easier rememb that photo once again okay it's just a serial number okay then go over here and see if I can find a model number [silence] oh yeah it's a serial number
24:00
Speaker 2
So please check if this has a wired connection to your frontier, okay? All right. Uh what's the model number for this one?
24:00
Speaker 1
Okay, so. Excuse me. Okay, here, now I can see it now. It's in a different print in a different location. Okay, here we are. So, the model number is x60. orange. it's orange. Yes. Yes, I do. Give and back over there. Okay. [silence] here. So,
25:00
Speaker 2
Sorry, I cannot hear you clearly. Yeah. Did you mention the model number? Okay. What is the current light status of this device right now? Is it a blue or solid orange? Okay. Do you have the serial number for this? Let me double check. Okay.
25:00
Speaker 1
red number is, y two, 4, I just came, I just came through. y-2-4-7-1-0-4-C-0-1-5-8-6. OK, OK, next nearest one. OK, it's plugged in, it's orange.
26:00
Speaker 2
okay, you try to plug in another Linksys and let's see what's the light status. [silence]
26:00
Speaker 1
[silence] see if it's changed at all. And so the first one is now green, so I'll go back to that second one. Yes. OK, still orange for right now.
27:00
Speaker 2
First one turns to sorry solid green. Okay. All right you plug in another one and we'll see if this will still show your red or solid green.
27:00
Speaker 1
Let's see. It's flashing red. other one is doing. It's flashing red. Yes, go back to that first.
28:00
Speaker 2
Sorry, it's flashing green or orange. okay, flashing red. okay, what's the serial number for this, the one that shows it.
28:00
Speaker 1
Okay, let me get my magnifier here. [sound] Unfortunately, I can't turn the lights on because of everything's being on Alexa. So, she's... It's turned green now. Green. It's green. Sure. Okay. Let me get over here. [scratching sounds] Okay. So, the serial number for this one is Y247104B016866. I'm sorry, no, wait.
29:00
Speaker 2
I seem to not, um, I cannot hear you clearly. Sorry, I cannot hear you clearly. Yeah, um, may I double check the serial number for this? [silence]
29:00
Speaker 1
I'm not writing them. I'm using, let me go with, one, the first. Here, let's go again. I was on the other one, I was using my phone. So Y, two, four, seven, one, zero, four, B, zero, one, five, eight, six. Yeah, no, but the one here in the office is green. Go back to the very first one here. It is also a green, so we have the one in the garage. Do you want me to plug that one in? All right, let's go on. All right, then do that then.
30:00
Speaker 2
Yeah. Yeah. Yeah, it's OK. OK. Can you please check if all of them are now showing a--the same light color? Yes. [silence]
30:00
Speaker 1
Okay. S, S. Get kind of tight. So, it's plugged, it's, it's plugged in now. Okay, I'm gonna go back to my phone just in case you need the serial number because I want to be able to read that. I'll take a photo of it so I'll be ready for you. Okay, right now it's orange. Yes, right now. Mm-hmm. Yes. Uh, no. It's a solid orange.
31:00
Speaker 2
okay just wait for a couple of minutes let me know if it's going to be orange or green light okay and this is the only one that's showing orange okay is it blinking
31:00
Speaker 1
OK. I'm going to flip it around here. It's really hot out here in the garage. I still see it though. Okay. Okay, let's do that. key. file. TP link. Okay, it's showing that, yes, I am connected. But that was the problem before. It would show me connecting and it would drop. But right now it's still showing a song a strong signal. [silence]
32:00
Speaker 2
[silence] valid orange, okay. wait for about a minute, another minute, and let me know if it change. While you wait, please check if the wi-fi network has been restored. You can use your phone. Check if you can access any internet, at this point. Okay, so we [silence]
32:00
Speaker 1
Okay, it's blinking red now. All right, we're green, ma'am. Yes, it's up and running. Let me go onto a website and make certain. Let's go in here. Yeah, Wi-Fi seems to be working, yes.
33:00
Speaker 2
Just have to wait for this one that still shows the orange lights. Okay. All right. Okay. That's great. So you've checked your Wi-Fi is there. Is it broadcasting? Okay. All right. Very well. So the connection has been restored some [silence]
33:00
Speaker 1
Okay. Yeah, I'm going to remember this. Yes, ma'am. No, ma'am, you've been very, very helpful and I really appreciate your patience. Bye now. [silence]
34:00
Speaker 2
Sometimes you need to do a power cycle in sequence. That's how you do it. So just in case if there's any like uh just a little internet uh disconnection, you can do that. Okay. Alright. Okay, very well. I think we're all good. Is there anything else I can help? You're welcome. Thank you also for your time and patience. Have a great day ahead.
34:00