V2 Rubric Detail — 0dafc8dc-7a53-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 22:27
Duration
18m 38s
Contact
Lindy Medina
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00136251
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 Cn disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.50/5
Technical0.00/5
Communication0.00/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall26.7% (+0.7)

V2 Grader Summary

The agent claimed resolution by re-adding a mesh node, but used technically inaccurate guidance (magenta/purple LED confusion, unverified 5-press use) and failed to verify model compatibility or use diagnostic tools. While ownership was maintained, the lack of troubleshooting logic, poor communication, and no verification of outcome resulted in only a partial resolution.

V1 Case Analysis

Customer reported a Velop node with solid red LED (offline). Agent instructed 15-second reset and 5-press on main router but provided incorrect LED expectations (magenta/purple) and failed to verify connectivity. No model/serial collected. Issue unresolved; node remains offline.

Troubleshooting Steps
  • Confirmed LED color (solid red).
  • Guided customer to perform a 15-second reset on the node.
  • Incorrectly expected magenta/purple LED post-reset.
  • Instructed 5-press on main router (misapplied as a fix).
  • Did not verify connectivity or node recovery.
Key Observations
  • Agent never collected product model or serial number (critical protocol failure).
  • Provided factually incorrect LED behavior: claimed magenta/purple LED appears after reset — KB states solid purple means 'ready for setup', not post-reset state.
  • Misapplied 5-press method: used it as a reset tool on the main router, but 5-press is an escalation/log-generation method, not a recovery procedure for a failed node (per universal_5press_models.md).
  • No verification of internet connectivity or WAN status after reset attempts.
  • Failed to follow standard troubleshooting flow: skipped power cycle, did not check modem/WAN connection first.
  • Incorrectly assumed node was fixed when it was still showing red LED and 'offline' in app (transcript [16:00]–[17:00]).
  • Did not address customer frustration or profanity (transcript [02:00]).
Positive Highlights
  • Agent remained calm and continued to provide instructions despite customer frustration and profanity (transcript [02:00]).
Agent Errors / Gaps
  • Missing collection of product model and serial number — critical protocol failure when troubleshooting hardware issues.
  • Provided factually incorrect LED guidance: claimed a magenta/purple LED should appear after reset — per led_intelligent_mesh_consumer.md, solid purple means 'ready for setup', not a post-reset state. After factory reset, most nodes show solid blue when online.
  • Misused the 5-press method: instructed it on the main router as a fix for a child node issue — 5-press is an escalation method (per universal_5press_models.md), not a recovery tool, and does not reset settings or fix hardware faults.
  • Failed to verify any outcome: did not confirm if the node obtained an IP, connected to the mesh, or restored internet access.
  • Did not follow standard troubleshooting sequence: skipped power cycle, did not check WAN or modem status first.
  • Gave contradictory reset instructions: first a 15-second hold (valid for factory reset), then a 5-press (invalid for this issue), without explaining the difference or purpose.
  • Incorrectly assumed the node was fixed when it was still showing red LED and 'offline' in the app (transcript [16:00]–[17:00]).
  • Closed the call without confirming resolution or setting a clear next step (incorrect operational closure).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent claimed the disconnected router was added back and everything was good, but no verification of internet functionality or full mesh operation was performed.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent initiated reset and 5-press pairing steps, showing some troubleshooting effort, but lacked diagnostic questions or logical sequencing before acting.
R3 Partially Met Correct resolution path conf 82%
Agent proceeded with reset and 5-press without confirming device model or warranty status, risking inappropriate action on models where 5-press does not apply (e.g., SPNM60/62).
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify symptoms beyond LED color, asked no diagnostic questions about model, prior setup, or network behavior, and followed no logical sequence.
T2 Not Met Appropriate tools / resources used conf 90%
No use of web interface, logs, or remote tools; all troubleshooting was verbal and lacked confirmation via admin dashboard or UI checks.
T3 Not Met No misinformation conf 95%
Agent referred to 'magenta or purple' LED post-reset; KB specifies solid purple for setup mode. Also instructed 5-press on main router without confirming model compatibility (e.g., invalid on SPNM60/62).
Communication
C1 Not Met Clear & professional language conf 88%
Call flow was disjointed with long silences, abrupt topic shifts, and agent lost control when customer became frustrated and used profanity.
C2 Not Met Confirmed understanding conf 86%
Agent used incoherent phrasing (e.g., 'press release, press release'), failed to adapt terminology, and did not confirm customer understanding at any point.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call for over an hour, guided the customer through steps, and did not transfer or abandon the case despite difficulties.
O2 Not Met Proactive follow-through conf 85%
No specific next steps, timeline, or follow-up commitment were provided; instructions were vague and repeated without structure.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and the issue did not clearly require escalation; standard L1 troubleshooting was attempted throughout.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered only perfunctory thanks and did not acknowledge customer frustration, confusion, or repeated effort despite clear signs of distress.
X2 Not Met Tone & rapport conf 82%
Agent’s tone remained inconsistent and confusing; did not match customer’s frustrated or confused state and failed to re-engage after outburst.
X3 Not Met Overall experience conf 88%
Customer was forced to repeat information and perform unclear steps (e.g., 5-press timing) multiple times due to lack of agent-side handling or confirmation.
Call Transcript28 turns · 32 lines
Speaker 1
This Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Pm. um hi. Hi. Thank you for... Yeah, thank you so much by the way for answering the call. So, I yeah, it's not yet uh an hour and a half, but um, are we now good to uh... Okay. Okay. So now ma'am, uh can we go ahead and proceed to the main router and then reset this? Okay. So... Okay. I yeah, so your your whole internet system is already working? Okay. Okay, only the rear blue port is down, right? Yes, that's what I noticed. And that's okay. uh hello, hello? Hello, sir? Yes? Hello? Um this is me and this is Sherry. Okay. Help that switch connected to the rear blue and crossover. Let's try it. Which one is the switch that is connected to the red blue port? Sir? Um sorry, can you type power off, then powers. This great help if you can, because connecting on that phone is very challenging. Okay, was it powered before? Yeah, and I tried that.
00:00
Speaker 2
If you record your name and reason for calling, I'll see if this person is available. [silence] Okay, no yelling because I called. Hello. We're good. Yep. Yeah, we actually have internet on the main router. The one that we were messing with before has no nothing. Now so because I switched iPads and that like switched something. So I don't know what's going on, but it is, but the one router does not have juice. It's red still.
00:00
Speaker 1
only one router and this router only acts as a, like, let's say, an extender. Okay, so yeah, it only acts as an extender. So, uh, this router, ma'am, can we bring this one near to the main router? Are you, uh, does it cause their internet online to go offline? Then you won't mind if you, uh,
01:00
Speaker 2
Pretty much it's like one of the nodes. Uh, yeah. I'll get it. Ah. Ah. Yes. Let me see how much it cold. It is. what the hell sir? motherfucker pshh Jeremy okay
01:00
Speaker 1
Sorry. Again, it my dismissal from my life, my design. I love to shoot. You want to put the new version you have a response line, golly, golfred. So regarding with the email, you actually don't need to worry about that email of what's the filled seat to your Linksys account because the option to log in using the email and password is I- are no longer going to be available because when you are using the app, the only way to access or to be or to log in there is to use the router access password and then on the web browser, same thing. Uh, you can only use the router password uh option. [silence]
03:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, and I see it. I can actually see my like profile or my whatever stuff. And the wrong email is on here and it won't let me change it. 00:23 I don't know how to do that. 00:29 Okay. 00:32 Here, here. it asks me.
03:00
Speaker 1
You can still try using it. If it would, if it will actually gonna work, then that's actually wonderful. Um, is there a any, um, is there any other option? Aside from email and password. yeah, I answer. Mm-hmm. So, the disconnected router is already on. Um, what LED light can you see? Uh, is it the steady red LED or? Okay. Okay. So, now is the time that we can go ahead and perform on resetting this one. So, press and hold the reset button of this disconnected router. Uh, do it.
04:00
Speaker 2
It asked for an email, though. it asked me for the email and the password. It does work. So, I don't know how to log in to it otherwise, is my problem. Okay, there's not, and I don't wanna log out because I'm afraid I'm not gonna get back in. Okay, then those lights are red. So it's on, so yeah. The red one. What the? Yes? Yeah, they're red.
04:00
Speaker 1
Okay? Thank you so much for water. So, again, is this fully up and running or doing? Ah, let me know once you're done. Okay. So keep me updated. So, once you're done, we are actually expecting a solid, uh magenta or purple color from this router. so you're done pressing and holding the reset button, correct? For a 15 second. Okay. So let's give it some time. [silence]
05:00
Speaker 2
Okay. Yes, it's just flashing like a glow.
06:00
Speaker 1
And by the way, Mr. Lindy, all of your links to Sprutzer shares the same model numbers. Okay. Oh. Yeah. Is it like red or much more lighter than red? Can you try doing it again, but this time make it much more longer, so press and hold the reset button, like for can we make it like 20 seconds.
07:00
Speaker 2
Yep. They're about all that's left. Now it's red again. It's red. It's definitely red. I could do real half of it.
07:00
Speaker 1
So, uh once you're done you can then let go of the uh reset button and then let me know if the LED light turns to uh magenta, or mmhmmblinking blue is still actually um indicates that the router is still under the process on a resetting or bringing the settings of this router to its factory default.
09:00
Speaker 2
it's blinking blue Does blinking mean it's trying to sink until you're shut out, or what is that Gotcha.
09:00
Speaker 1
Is it like a solid red not magenta color or much more lighter?
10:00
Speaker 2
[KEEP_UNCERTAIN] it's red again. Now it's solid darker red. So then I'm looking at it on my screen of my iPad. It's when it says offline. I'm ready. How do you do it? It's your new chair you shouldn't be. Hi, Gonza. Well, God, be sure. Thank you for everyone for watching.
10:00
Speaker 1
okay um Ms. Lundy uh can you uh the phone that you are um that you are using right now uh can you check or can you turn the the international data on off? the data usage right now it's on international. Ms. Lundy can you confirm? you? [silence] Disconnected router upside. There should be a, there should be like, you know, it's default, uh, uh, default SSID or wifi name. Can you check it? Add a default wifi name of this disconnected router. Uh, it's oh yes, through the wifi. It should be _ velop. Oh yeah, that's the one. So, um, Mr. Lindy, let's assume that the, that this disconnected router is already ready for setup. Uh, can we go to the main router?
11:00
Speaker 2
oh what am I looking for and You can have a hmm... How do I find that? go to the wi-fi Is it the setup 3b3 [silence]
12:00
Speaker 1
Now on the main router I want you to press its reset button but not for too long. Okay? So I want you you to press its reset button for five times. So not too fast, not too slow. Press it five times so one time every one second. Okay? So press release, press release. Do it for five times. So the main router starts blinking. Um after you press the reset button of the main router. For [silence] Thank you. [silence]
13:00
Speaker 2
yeah [silence] I didn't do anything, but [silence] it's not blinking, it's um just a steady.
13:00
Speaker 1
or five times did it uh did the main router respond to that one like did it start blinking or? it stays. Oh yeah you can try it again. [silence] okay. so let's wait for. okay. so let's wait for it because uh the main router should.
14:00
Speaker 2
it didn't. know it didn't do anything. do you want me to try it again? Okay, now it's yellow. and the other one's blinking red. they're both blinking.
14:00
Speaker 1
it would blink like for a few minutes and then after that it will go back to solid blue or teal green. okay now it's solid green. now let's wait for the disconnected one uh to be on solid green as well because that's actually what should go into happen. [silence] Okay. Uh, let's give it a moment before, before we deploy, before we deploy it or, bring it back to its original location, okay? So did it stay solid green, the child node or, the disconnected one? Like, okay. Uh yeah, that's the, that's actually a normal behavior, since it just recognizes the signal from the main one. So, but right now it's not - Yeah, but right now, is it still solid green?
15:00
Speaker 2
now it's green, now it's red again, oh now it's green, he's gonna make it, it's still says offline, online, uh yes, Jeremy, go to the door, please
16:00
Speaker 1
Okay, so now that it has been added back to your network, so later on, you can now then deploy this to its original location, since everything is now good. Okay, so the disconnected one has been added back again. So yeah. [silence] So, yeah, would there be maybe anything else that I can help you with. Okay. So, yeah, thank you so much, by the way, for waiting for, you know, an hour and a half. And I thank you so much as well for the cooperation. [silence] Thank you so much. Okay. So, yeah. For the reference of this conversation. The ticket number is 136 to 51.
17:00
Speaker 2
Okay. Perfect. So that's the...? Nope, nope, I think we're done. I appreciate your help. You've been amazing. So, [silence]
17:00
Speaker 1
so whenever you need to call us uh-huh. Yeah. Yeah. So whenever you need to call us back, give the ticket number or just give your phone number and then the next technician can then easily pull up uh, you know, the record, okay? Uh, you too have a good one. Bye-bye for now.
18:00
Speaker 2
Hold on one second. 9, 8, 6, 2, 5, 1. Okay. Okay. Thank you. You too. Bye bye. [silence]
18:00