V2 Rubric Detail — 0d697d3a-7ad7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 14:12
Duration
23m 21s
Contact
Jon Godsmark
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136347
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall72.9% (+40.9)

V2 Grader Summary

The agent followed a logical troubleshooting path using a hard reset and the 5-press pairing method, which is supported for MX-series nodes. While there was a minor technical inaccuracy regarding the 'pinkish red' LED state, the core procedure was KB-compliant. The issue was partially resolved pending a 48-hour observation period.

V1 Case Analysis

Customer reported WX1200v2 child node intermittently disconnecting. Agent instructed hard reset and 5-press pairing on parent node but provided incorrect LED guidance (e.g., 'solid pinkish red'). Node showed flashing blue/red; final state was solid blue but connectivity was not verified. Advised to monitor for 24-48 hours. Ticket #LTOTTS00136347.

Troubleshooting Steps
  • Moved child node closer to parent (~4 ft).
  • Performed hard reset of child node (hold reset until LED off, release on blue).
  • Instructed 5-press reset on parent node to trigger pairing.
Key Observations
  • Agent provided factually incorrect LED state guidance ('solid pinkish red'), which does not exist in any Linksys KB.
  • Failed to verify successful pairing or stable connectivity before ending the call.
  • Communication was unprofessional, garbled, and included inappropriate language (e.g., 'goddamn`', 'circus').
  • No troubleshooting of ISP/WAN or parent node status was performed despite recurring disconnections.
  • Agent did not confirm firmware version relevance or update necessity.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect LED state description: 'solid pinkish red' is not a valid state for any Linksys Velop node (per velop_child_node_setup.md and velop_router_setup.md).
  • Contradictory instructions: Told customer to wait for 'solid pinkish red' after reset, but correct state for WHW/MR series is solid purple (per velop_router_setup.md).
  • Failure to confirm successful pairing: Did not instruct customer to check app/dashboard for node status or internet connectivity (per universal_mesh_node_management.md).
  • Unprofessional language and poor call control: Used filler phrases, inappropriate outbursts, and failed to maintain a structured troubleshooting flow.
  • Did not verify WAN/ISP connection on parent node, a critical step for recurring disconnection issues (per velop_wifi_connectivity.md Step 2).
  • Did not check or advise on firmware version relevance despite customer providing version 2.0.7.2.1.6.9.0-3 (per velop_wifi_connectivity.md).
  • Incorrect 5-press procedure: Did not confirm parent node was solid blue before initiating, and did not wait for child node to turn solid white or solid blue (per universal_5press_models.md and universal_mesh_node_management.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent guided customer through reset and 5-press pairing, achieved solid blue on child node, but did not confirm stable connection or dashboard visibility; outcome pending observation period.
R2 Met Diagnostic thoroughness conf 90%
Agent performed model/serial verification, LED status checks, hard reset, 5-press pairing, and relocation guidance — a logical sequence aligned with KB for node pairing issues.
R3 Met Correct resolution path conf 85%
Agent pursued best-effort troubleshooting (reset, re-pair) for a potentially faulty in-warranty node (purchased Apr 2025), offering a callback path — appropriate for L1 handling.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (node disconnects), verified model, serial, distance, LED states, and firmware; used reset and re-pair to isolate node-level fault — logical diagnostic flow.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not access web UI or perform speed test, but customer confirmed firmware was up to date and node appeared connected; partial tool use given customer-side verification.
T3 Partially Met No misinformation conf 90%
Agent stated LED should be 'solid pinkish red or a solid purple'. 'Solid purple' is correct for Intelligent Mesh (velop_child_node_setup.md), but 'pinkish red' is not a documented state. The model 'WX1200v2' is not in the KB, but is treated as a normalization of MX series; 5-press is valid for MX series (universal_5press_models.md).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call flow with prompts and instructions, but had long silences, unclear phrasing ('Jersey par fit'), and lost rhythm during transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used some jargon but adapted by confirming light colors and guiding step-by-step; did not fully confirm understanding but avoided pure technical language.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, provided ticket number, and did not transfer — full ownership demonstrated.
O2 Met Proactive follow-through conf 95%
Agent set clear next step: observe for 24–48 hours and call back if issue recurs, with ticket number provided for continuity.
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 performed and issue was actively being worked; no trigger (e.g., confirmed hardware fault) yet met.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration, but remained patient through customer’s repeated questions and confusion — professionalism maintained.
X2 Partially Met Tone & rapport conf 80%
Agent stayed on script but adjusted pacing with wait prompts; did not fully adapt to emotional state but kept customer engaged to resolution attempt.
X3 Partially Met Overall experience conf 85%
Customer repeated serial and distance, but agent collected necessary data once; could have reduced effort by leveraging app/dashboard, but customer provided firmware version.
Call Transcript40 turns · 43 lines
Speaker 1
Hi, how are you? Great. I have a a Linksys Velop router mesh router system and one of the nodes it won't connect to the network.
00:00
Speaker 2
Welcome to Linksys 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.
00:00
Speaker 1
I don't know. I don't know. I've had it for a year or so. But recently it keeps disconnecting and I have removed it from, I've removed the node from the network and readded it a few or so times and it seems to stay fine for a day or so and then drop. Do you have any anything that you uh would suggest or is it kind of faulty and should be kind of replaced or, what are your thoughts? Yeah, I completely, I could, I, I reset, yeah, completely reset the child node um and then readded it.
01:00
Speaker 2
let me check out here. And you just mentioned that you remove it from the network and re-added it. Did you mean that you reset this child node?
01:00
Speaker 1
uh yes no the linksys Mesh Router wx1200v2 yeah yeah so it's a a linksys the model number is wx1200v2
02:00
Speaker 2
And where did you read it? Did you use the linkless? app or you add it manually? Got it. All right. And it keeps on disconnecting even though you reset the child node and then read it. Moments here. All right. Can you provide the model number and the serial number of this child node? Hmm. Got that. How about the serial? Moments here. All right.
02:00
Speaker 1
serial number is three eight [sound] u for umbrella, two, zero, m for Mike, one, eight, d for Delta, zero, four, to two seven seven. so where it was located is probably about 30 feet. and say it works fine for a little over a year. Hmm.
03:00
Speaker 2
perfect. that's all right. and also if i mess, how far is it from the other node or the main node when you relocate this one? 30 feet, all right. okay, let me check here.
03:00
Speaker 1
I purchased it on April 8th 2025. I have three. I have three including this one that's not working.
04:00
Speaker 2
um do you still remember when did you purchase this router april right uh-huh and how many routers then could you have sir are routers just d-mentioned three of them um and lastly sir may know who is your [silence] internet service provider horizon
04:00
Speaker 1
Uh, I have disconnected it. What you do? Okay, I'll plug it in.
05:00
Speaker 2
And what's the light status of this child node right now, sir? Is it blinking red or a solid red? All right, kindly connect it. we're move it closer to the main node, like three to six feet away. And let's check the light status. All right, let's wait for about two to three minutes until it's done booting up. And how far is it now from the main node, sir? [silence]
05:00
Speaker 1
It is approximately four feet. I can move it closer or further away. [silence]
06:00
Speaker 2
Perf... Um, that's okay sir, Jersey par fit is okay. [silence]
06:00
Speaker 1
Yes. OK. Uh, so my name is John, J-O-N. My last name is Godsmark, G-O-D. So G for golf. O for Oscar. D for Delta. S for Sierra. M for Mike. A for Alpha. R for Romeo. K for Kilo. [silence] Uh, my email address is, John, J-O-N.Godsmark, G-O-D-O-S-M-A-R-K@ gmail.com.
07:00
Speaker 2
and also just to confirm, is it your first time calling Linxess? I see, yeah. And since it's your first answer, I need to gather some information here for me to create a quick record for you. Kindly provide your first, um, last name and also your email address. um, name.
07:00
Speaker 1
That's correct. Yes, that's correct.
08:00
Speaker 2
Got it, all right. Thank you so much for providing me that information, sir. And just to confirm your phone number is 347-989-7674. Is this the best phone number that you have? Yeah. Can you tell me now, sir, what's the light status of the child mode? [silence] Let's go rushing, boy. All right. Let's give it a minute or two. [silence] Kay pinaka Rita to anagadita? [silence] may magan uskah. [silence] All right. So flush in. Okay. So Sir we will do a hard reset for this child node and we will add it back. And once it's added back Sir let's observe the connection without wait for 48 hours. And if the child node will disconnect to the network again you can contact us back. so that we can isolate the
08:00
Speaker 1
Okay. is now flashing red. I hadn't touched anything. going to hard. Okay. Okay. Okay. Okay.
11:00
Speaker 2
Can we do our reset for this, childhood? Can, can you press and hold the race, button, sir, until the light went off? And release once the blue light is showing. Uh, yeah, I, I, I, I, so can you, press the reset button, yes, do the hard reset. Press and hold until the light went off. And release once the blue light is, showing. [silence]
11:00
Speaker 1
hello? [silence] [silence] Okay. Shouldn't I remove it from the app now or wait? [silence] Okay. [silence]
12:00
Speaker 2
Release the reset button please. So let's give it about two to three minutes until the light status changed to solid pinkish red or a solid purple. You don't need to remove it from the app serve. Let's just wait for that. [silence]
12:00
Speaker 1
It's purple. [silence] press it five times. Blue. [silence]
13:00
Speaker 2
All right. Now it's solid purple. So the next step you need to do sir is kindly press the reset button of the main node or the parent node, the one that is connected to your modem five times, like press, release, press, release for five times. Not too fast, not too slow. Yes. On the main node. What's the light status of the main node, sir? That's all there is. Right. How about the child node? So
13:00
Speaker 1
purple. Yeah. Yes, yes, it's still solid purple. okay.
14:00
Speaker 2
salt fiber oh all right is good um solid coop oil sir on a child note all right can you press again the reset button of the main node service five times not to fast now let's go like press release press release
14:00
Speaker 1
Okay. The child node is now flashing blue. Oh, sorry, the main node was flashing blue. The child node is now flashing purple. Now it's flashing red. Okay. [silence]
15:00
Speaker 2
goddamn`,
15:00
Speaker 1
your light it's just changed okay it's just changed to blue let's wait for it to just flash red thank you uh did just have a red come back to blue
17:00
Speaker 2
Alright, let's wait for a minute or two. circus, it might change the solder dead, then go back to
17:00
Speaker 1
All right. Solid blue. Yeah. Uh, it's now flashing. It's now flashing. Blue. No, flashing blue.
18:00
Speaker 2
All right. So, can you tell me what's the light status? Is it still solid blue? All right. So, it's now solid blue. So, you may relocate this child. No, sir. Flashing red. Flashing blue. OK. Let's wait. All right. Now flashing blue. OK. Let's wait for a minute or two.
18:00
Speaker 1
Yes, it is connected. The firmware is up to date. The signal strength seems to suggest that it's it doesn't have a signal strength and it doesn't say what it's connected to. Correct.
19:00
Speaker 2
regulation to check also your access areas if this cold node is connected and let's see if the firmware is up to date [silence] Yeah. It's not yet connected. It's still blinking blue. Correct. Uh it's blinking blue his firm is up to date. [silence] and they want to tell me what the um firmware version my Ruckuz device is it?
19:00
Speaker 1
2.0.7.2.1.6.9.0-3. [silence]
20:00
Speaker 2
version of this chowmah all add-up Now, I haven't My as in progress. Relocate these child nodes to the desired area and observe the connection within 24 to 48 hours. If the child node keeps on disconnecting or rebooting, you can
20:00
Speaker 1
Okay. I'm ready. Okay, so that's Lima Nova Tango Sierra 0017336347. Okay. [silence]
22:00
Speaker 2
then contact us back and I can provide you the ticket number so that you can only, provide the ticket number and you would not repeat yourself. Do you have pen and paper handy so that I can provide to you the ticket number? All right. So the ticket number sir is are you ready? It's like Lima, Tango, Oscar, Tango, Tango, Sam, zero zero one, three six three four seven. Yes, that is correct.
22:00
Speaker 1
Okay, Perfect. No, that's great, thank you very much. You, too, Thank you. Bye-bye. Bye.
23:00
Speaker 2
Got it. Is there anything else record assist you with other than this? all right. Thank you so much. Also for contact links and have a good one. Bye for Now. You're welcome.
23:00