V2 Rubric Detail — 0572b8b8-794b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:57
Duration
40m 16s
Contact
951-549-1611
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
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 (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.8% (-5.2)

V2 Grader Summary

The agent successfully restored all six nodes using the correct 5-press method for WHW03, achieving full resolution. However, troubleshooting lacked depth in diagnostics and tool use (T2 Not Met), and communication could have better accommodated the customer's color-blindness and confusion. Despite suboptimal call control and empathy, ownership was maintained and the outcome was successful.

V1 Case Analysis

Customer unable to re-add two Velop child nodes after reset. Performed 5-press pairing on parent node, waited for nodes to boot, confirmed all six nodes online via app. Explained SSID change after reset; no further action required.

Troubleshooting Steps
  • Asked for LED status on parent and child nodes.
  • Instructed 5‑press reset on parent node.
  • Advised waiting period for nodes to boot.
  • Checked status in Linksys app.
  • Explained SSID change after reset.
Key Observations
  • Agent correctly used the 5-press pairing method, which is appropriate for WHW03/Velop devices.
  • Model number was not collected until late in the call when agent mentioned WHW03 at [39:00], indicating prior knowledge or assumption.
  • Warranty status was never discussed or verified, a critical protocol miss for troubleshooting eligibility.
  • Agent repeated 'give it time' and 'wait' multiple times without clear time estimates, reducing efficiency.
  • Agent suggested deleting and reinstalling the app unnecessarily after nodes were already detected.
Positive Highlights
  • Used the correct 5-press pairing procedure for Velop nodes, as documented in universal_5press_models.md and velop_child_node_setup.md.
  • Confirmed LED status before proceeding, aligning with velop_wifi_connectivity.md Step 1.
  • Successfully got all six nodes back online and explained the SSID change after reset, which is expected behavior per factory reset documentation.
  • Correctly identified that unplugged nodes would not appear online and instructed customer to plug them in for verification at [32:00].
  • Guided customer to check network administration view to confirm node status, ensuring proper validation.
Agent Errors / Gaps
  • Did not obtain full product model number at the start of the call; only referenced WHW03 at [39:00] without confirming with customer.
  • No warranty eligibility check performed, violating protocol for hardware-related troubleshooting.
  • Excessive hold/wait periods without clear time estimates, reducing efficiency.
  • Suggested deleting and reinstalling the app at [19:00] after nodes were already detected in the app, which was unnecessary and inefficient.
  • Limited empathy; did not acknowledge customer frustration explicitly despite customer expressing difficulty and confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer: 'Now I'm showing six nodes online... I believe I'm good to go.' Agent: 'we're already all good now.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through 5-press method and waiting periods but skipped key diagnostics like WAN status, modem test, or router dashboard verification.
R3 Met Correct resolution path conf 90%
Agent correctly applied the 5-press pairing method, which is valid for WHW03 (per universal_5press_models.md) and appropriate for re-adding previously paired nodes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about node count and LED status but failed to identify root cause or verify parent node's internet connectivity before attempting child node pairing.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied entirely on customer's verbal reports of LED colors and app status; never directed customer to local web interface (http://192.168.1.1 or myrouter.local) to verify network topology or WAN status as required by velop_wifi_connectivity.md and universal_mesh_node_management.md.
T3 Met No misinformation conf 95%
The 5-press method is correctly identified as a valid pairing method for WHW03 nodes (universal_5press_models.md). LED descriptions and instruction to wait for stabilization were consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but lost control during long silences and repetitive prompts (e.g., 'how is it there?' x5); no clear agenda or summary was provided.
C2 Partially Met Confirmed understanding conf 80%
Agent used non-standard term 'Five Presser' and did not adapt for color-blindness (asked for color without offering alternatives), but did repeat instructions when needed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed troubleshooting steps, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 85%
Agent gave informal timelines ('3 to 5 minutes') and suggested app reload, but did not set a post-call follow-up or document next steps.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be a first contact, so continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted because the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution of escalation cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration or offer empathy, but remained polite and patient throughout; no discourtesy observed.
X2 Partially Met Tone & rapport conf 80%
Agent did not adjust for color-blindness or simplify language, but matched customer’s pace and repeated steps when needed.
X3 Partially Met Overall experience conf 85%
Agent asked customer to manually reload app and move nodes, but avoided unnecessary repetition; could have reduced effort by using dashboard access.
Call Transcript43 turns · 55 lines
Speaker 2
Welcome to link sys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
silence Yes, good morning. My name is Ernest Clark. My, no, uh, my, my parent node is connected, but the rest of my nodes,
02:00
Speaker 2
[silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence][silence] Hi, thank you for calling Incest. This is Shelly. How can I help you today?
02:00
Speaker 1
I'm trying to red them and I, I'm having a difficult time doing that. Six. Five. Correct. And now that I know I I just noticed that the internet was down, uh, I think it was Saturday. And I did manage to get the parent node back up. And I, I followed the instructions that I had previously gotten from you guys, uh, you know, to, to, uh, reset, Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
03:00
Speaker 2
I see. How many notes you have in total, sir? Six nodes. How many uh, that is currently not working? So, only the parent node is not working. I see. Um, any note, sir? Did you like, uh, encounter any power interruption? Hmm. Let me see. Hmm.
03:00
Speaker 1
dataset to manufacturer's default and I did that and I Cannot get them reestablished the I've I've I've got my cell phone where it's uh I'm trying to read them to the uh network and it's looking for the it's looking for the nodes and it says it will take up to a minute but it's been probably 10 10 minutes and it's it it's still looking. You need for all of those or just one of them. Serial number 20.
04:00
Speaker 2
Okay. Okay, I see. I see. Apologies for that, sir, but anyway, sir, may I have the serial number of your Linksys device, please? Just one little, sorry. [silence] 604-883. Thank you. Let me just check on the exact evac. I might just confirm you have all nodes the same model? I see. Okay, but they are using the same model here or you have different models. Yes. [silence]
04:00
Speaker 1
Yes. If that's what you mean. Yes. Yes. Growing up. Zero, two, one, one at AOL.com. Spectrum. [silence]
06:00
Speaker 2
I see I see yes yes sir exactly sure okay so yep before you proceed your let me just uh create a ticket for you here let me start with your I'm sorry your first name is Ernest right and Clark is your last name okay how about your email address sir [silence] am I know sure who is your internet provider [silence] cable uh hold on okay yeah I believe you already have an account here sir okay so just to confirm sir this are working fine before right [silence]
06:00
Speaker 1
Yes. Three of the three of them are maybe two feet from the parent node. The other two are maybe seven feet from the node parent node. Uh that's why I am now in the in the app. Well this one is just says it's looking for the child nodes and it said will take up to up to a minute and like I said it's been over 10, over 10 minutes and still still looking. [silence]
07:00
Speaker 2
working fine before okay and when you try adding this back to your network chasing the uh how far is it from the main node? in your uh okay but you were getting error message right okay okay no worries here yes we will check on that
07:00
Speaker 1
what you want to know the the the color of it, I am color blind so I'm not sure this is I'm not sure if this is rosé or that's what it looks that's what it looks like rosé or pink. OK, are you recording the video? Yes. For if the instructions say 10 seconds, then they're solid.
08:00
Speaker 2
Before we proceed, sir, manual, what's the light status on the top of your child notes? Each node, sir. Yes, the color, sir. Okay, I see. Okay, but you did a reset on on this node, right? Okay, for how long did you press the reset, sir? 10 seconds, okay. That light that you're seeing right now, sir, is it steady or flashing? Solid. Okay.
08:00
Speaker 1
Okay. Yes. Oh. On the parent, on the parent node? Okay.
09:00
Speaker 2
Okay, So we will go ahead, sir, and add this node using this method. This is called "Five Presser". This is the fastest way of adding a child node and easy as. Okay, so underneath your main Linux tower, sir, the device, the router, you have the red reset button, right? Okay. Can you please press and release the reset button five times? Not too fast, not too slow. On the parent. Yes, just on the parent node, sir.
09:00
Speaker 1
Okay. Uh, this is, it's, it's changing colors up from, this looks like a yellow, now it's, now it's teal. And look like it's going to stay, look like it's going to stay, stay teal. Now the, the three that's, that are the closest to the parent node, they look kind of purple, uh, purplish. Well, now they're, I've got, I see one blinking. Two blinking.
10:00
Speaker 2
okay. So, what's the light on the top of your parent node? Sir. Okay, is it steady? Okay. Okay, that's good. So, how about the other nodes, sir? [silence]
10:00
Speaker 1
[sound] Yeah, OK. OK. the two that's furthest away from the parent note, uh, they're still, they're still solid.
11:00
Speaker 2
okay, so, let's just give it, uh, time, sir, for those nodes, it's actually good, sir, that they're now linking, that means that they're now responding to the parent nodes. okay, and that will take 3 to 5 minutes, sir. Let's just give it the time, okay? Thank you. [silence] Mm. [silence]
11:00
Speaker 1
One of the nodes has turned teal or green. the three that's closest to the parent node, two of those are, are, read. And once instance is a different model, it is blue. The other two still no response from me. I'm not sure if they're too far away. But right here in this closet, I've only got just limited space for, you know, to plug them in. And I I I just plug them in as close as I could. Those the three that's closer to the to the parent node, the ones that's only maybe two feet or less, they are they're solid solid green. The other two this a little bit further away. I don't see any kind of activity on those on those they're still a solid look like a purplish orange or purple.
12:00
Speaker 2
Okay, so how is it Jerry? [silence] your server, right? [silence] okay, let's give it a few minutes more for the other two nodes to fully boot up. Okay. While we wait, sir, open your lazy's app. Let's check if the three nodes are now online. Yes, yes, sir. Close the app, totally close the app so that you can go back to the very first step, which is to log in. Okay, so still no response here. Yes, it's still not showing up. [KEEP_UNCERTAIN] Oh, you can just totally close the app here. Just totally close the app. Or if you can delete the app much better, then we we'll start with, um, downloading the app on your phone. Okay?
16:00
Speaker 1
I have five items five devices online four nodes it's four nodes are yes correct Okay, so three that's connected just go ahead and disconnect those and put these two in there okay.
20:00
Speaker 2
five devices and four notes. Okay, that's good. Because you mentioned you that you have three notes with a solid red light up on the top, right? Okay, so those are the nodes that was detected on your links app. So what we will do, sir, we will move those other two nodes closer. Yes, yes, sir. You can do it now. Okay, is it on? Study red, sure. okay it's yeah, it's booting up, sir. Just give it a couple of minutes. Until it shows up again, a steady red or pink light on the top. okay
20:00
Speaker 1
[TCC 3.000 --> 1:56.840]
24:00
Speaker 2
Is it already started? Yes, yes sir. OK, can you do the same thing, sir? Press and release the reset button still on the main node five times. okay so let's just give it another three to five minutes here for this note to uh connect.
24:00
Speaker 1
Okay, they just turned teal. Okay.
28:00
Speaker 2
[silence] Hello, sir. Uh just keep it another few seconds more. Uh it might go to a Buddha process before you move this now. Okay. Okay. Did it say solid blue, sir? Okay. So, yeah, before you move the nodes, sir, can you check your linksys app if it's now online? If you have all nodes online.
28:00
Speaker 1
They have been added, but the offline because... is showing... it's showing for... it's showing for offline, but they've been added. [silence] [silence]
30:00
Speaker 2
You move it. Okay, can you close the appster or reload the app or just refresh the appster. [silence]
30:00
Speaker 1
Okay, now it's showing six nodes Six nodes. Neither are still showing offline? Yes. Yes. This is the main screen, so, would you want me to check it on it on a network admin? Okay, you you remember I I did unplug I did unplug the the the that [silence] that the that one Foot that foot pedal over there. So, that so, it, it, I
31:00
Speaker 2
Online? Is it still offline? Okay, is that right after you reloaded the page, sir? Uhm, I see. Did you check it on the main screen or on the network admin? Yes, yes, please, sir. Go to network administration and then let's try to check sir if it's online.
31:00
Speaker 1
unplug and remove three of the nodes. They're unplugged. So would it - Yes. Okay.
32:00
Speaker 2
Okay. So those are also not showing up online because they're unplugged. I see. Can you plug it in sure so that we will know if it will go online or not okay. Just take your time. Let me know if you're ready, if that's done.
32:00
Speaker 1
I see where the three the three that I just recently plugged in.
34:00
Speaker 2
Okay, how is it there? [silence] Okay, how is it there? [silence] Okay, how is it there? [silence] Okay, how is it there? [silence] Okay, how is it there? Okay.
34:00
Speaker 1
They're not online yet. No. Yes. It's only been maybe, it's only been maybe a minute since I plugged in the last one. Okay. Okay. [silence]
35:00
Speaker 2
they're not online yet they're not guess you just plug it in right Yes okay okay so uh uh okay I see so uh usually sure for this node to reconnect uh it will take uh two to three minutes okay so after two to three minutes we will check if it goes are down uh online on your linksys app okay
35:00
Speaker 1
Okay, now I'm showing six notes online. I believe that's it. Just my devices, I think I can, I believe I can do that. My other... The Wi-Fi... That's the problem. The Wi-Fi name changed. Okay.
37:00
Speaker 2
Okay, well um, it seems that we're already already all good now. Sure. Any other things you want to check? [silence] Yes, yes, sir. If you're still using the same wifi name as before, sir, then some of your devices will auto-connect, especially smart devices. [silence] Oh, I see. So that means that you really have to reconnect those devices to your, your new wifi network. Okay. So yeah, other things you want to check?
37:00
Speaker 1
[silence] [silence] Okay. One of my main concerns is I have this uh flow flow-By monitoring it it monitors your harmful water leak and is connected to my other network. Uh, I don't know if it has a [silence] [silence] [silence] [silence] [silence] [silence] [silence]
38:00
Speaker 2
Oh, that's, okay, sure, no worries, sure. Actually, sure, this method or this, um, five press that we did, you can see it on our website and on our You- YouTube video. So just in case, uh, you wanted to do some troubleshooting on your own in case one of your node gets disconnected, you can just check it on your on our website. Just look for five press button. Okay. So, anyways, sure, we will be very glad to assist you in the case, in the future, you will have any issues with your new device again. [ silence ] Uh-huh.
38:00
Speaker 1
WPS on there or I just have to go out and check make sure that I can get it connected. I was talking about the WPS on maybe the flow by Moen is it's what it's a shutoff valve that shuts off the water just in case there's a leak. That's one, okay. All right, then I I think I'm good to go.
39:00
Speaker 2
Um, let me just check here. You mentioned uh, you are referring to WPS that are on the WHW03. I see. You can try to check it manually, sir, if there's a switch for or if there's a button for WPS on that. Anyways, uh, our latest device, our slightest it will auto connect using the WPS. Okay. Okay. Okay. Thank you so much for your. Bye.
39:00