V2 Rubric Detail — 0ebb3dd8-81e7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:54
Duration
20m 44s
Contact
513-252-5302
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00118006
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child nodes got disconnected

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+61.9)

V2 Grader Summary

The agent successfully resolved the mesh node pairing issue through physical relocation, factory resets, and the 5-press pairing method, resulting in all nodes showing solid green. However, the agent provided materially incorrect technical guidance by instructing the customer to wait for a 'yellow' light during factory reset, which contradicts KB procedures. Communication and customer experience were functional but lacked empathy and full adaptation to the customer's confusion.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at end: "All three of them are now solid green. So I think we're good now." Issue fully resolved with all nodes online.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through physical relocation, factory reset, 5-press pairing, and observation — logical sequence aligned with KB procedures and advanced the issue to resolution.
R3 Met Correct resolution path conf 90%
Agent selected reset + 5-press method appropriate for Intelligent Mesh (WHW/MX/MR) models; this is a valid recovery path for most consumer Velop systems experiencing pairing failure, and the issue was resolved without warranty-related dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (solid red child nodes), asked about distance and outages, and pursued root cause (failed backhaul) with targeted actions.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were necessary; troubleshooting relied on observable LED states and physical resets — correct for this hardware-level mesh issue.
T3 Not Met No misinformation conf 98%
Agent instructed customer to "hold reset until light turns to yellow" — no Linksys Velop model uses yellow for reset completion; correct procedure is to hold until the light goes out (per universal_factory_reset.md). This is a material inaccuracy.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, gave clear step-by-step instructions, managed transitions, and kept focus on resolution without losing control.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but failed to confirm understanding after critical steps (e.g., reset procedure); did not adapt when customer expressed confusion about sequence.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps (move, reset, press 5 times, observe), confirmed outcomes, and verified final state before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was fully resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but did not acknowledge customer frustration or effort; missed opportunities to express empathy despite repeated node failures.
X2 Partially Met Tone & rapport conf 85%
Agent responded to questions but maintained a steady pace without adjusting for customer’s apparent stress or confusion during LED transitions.
X3 Partially Met Overall experience conf 82%
Customer had to repeat resets and reposition nodes multiple times; agent could have streamlined by clarifying one-at-a-time vs. simultaneous actions earlier.
Call Transcript32 turns · 37 lines
Speaker 1
Yeah, we have uh linguists um and we have one node that is currently green and we have two that are currently red and all the troubleshooting steps that I've performed are not working at the time. Correct and I've got one that's green. Yes.
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. Hi, thank you for calling Linksys. My name is Ben and I'll help you today. You have two child nodes and their lights are solid red. And for this green colored node, is this the main node?
00:00
Speaker 1
come on. Yes. Yes. Correct. Correct. pardon? Well they're in two separate rooms. So I will need to unplug them and move them to to to this room is that correct? [silence]
01:00
Speaker 2
Thank you so much for that one. May I confirm may I am speaking with Michelle Langan? And your email address is your first and last name separated with a period@gmail.com. And the phone number that you're currently calling is 513 252 5302. All right. How far are the child nodes right now from the parent node? How far are the... All right. Can you unplug those child nodes and move them closer to the parent node? As much as possible either in front of them or within the same room. That is high.
01:00
Speaker 1
I'm sorry. Will I need will I be needing to plug them in closer? OK, I need to disconnect them. All right. Got it. Am I doing both of them at the same time? [silence] okay, both of them are unplugged and I'm now moving them in front. I'm plugging them in closer to the one that's green. Uh-huh. Right. Okay. Okay. They are both plugged in and they are in front of, of the one that's green. Uh-huh.
02:00
Speaker 2
Let's just wait for them to reboot afterwards. All right let's just wait for them to reboot.
04:00
Speaker 1
All right, there's still, like, a blue color. No. All right. So you wait, they both reboot, they both went back to red. [silence] their solid red, correct. [silence]
05:00
Speaker 2
All right. I, uh, I, I see. I see. Has it done anything for you? Huh? And may I ask, Was there any kind of power outage, internet outage that may have happened that may have contributed to this kind of scenario? I see. So it just happened on its own. They're not flashing, They're solid. All right. We're going to perform a factory reset on those child notes. Hold the reset button until the light turns to yellow. Then, uh, then you release it '[silence]'
05:00
Speaker 1
am i doing them at the same time that's a good so what am I doing just pressing in and holding until it goes out blinking it's a slow all right that one's out and now I'm going to do the second one all right the second one's out too the second one went back to red [ silence ]
06:00
Speaker 2
light completely goes out. Once the light goes out, you let go of the reset button. And you also do it on the other child note. Yes, the red reset button. You can do it one at a time. Yes, until the light at the top disappears. Alright, we're just watching the blue finish flashing. They may not look like they're flashing, but they're currently pulsing or like very, very slowly pulsing. That means they're rebooting. [silence]
06:00
Speaker 1
tit ata, tit ata, seven tit ata, nine, seven, red tit, red, seven, okay, I am on the phone. I'm on the phone. love. We love you. Go back to solid red. the other one just want back to solid red too. Yeah. You got it. Okay. One, two, three, four, five, okay? It's yellow. It's yellow.
08:00
Speaker 2
all right now can you go to oh on your parent node we're now going to be performing the five press method one more time you're going to press release wait a second press release wait a second five times on its reset buttons uh what's happening on the light
08:00
Speaker 1
It's like a slow blink yellow right now. It just went back to green. Now one of the child nodes is blinking like a slow red blank. The other one's a solid red. Only one is splashing red. Okay, now they both are. Come.
09:00
Speaker 2
All right. [silence] Okay. Make sure to double check if both of them are turning flashing red. the tail nodes. All right, since both of them are flashing red, let's wait for 3 to 5 minutes until they're done flashing.
09:00
Speaker 1
All right, they're still both flashing red. So before I was just going and just hitting the reset button underneath. Um and then that wasn't working. Okay, so one of them turned green. Um and then the Pardon. Yeah, and then well, and now what happens is it's gone like that. There's nothing we can do about it.
10:00
Speaker 2
All right, that's good to know. When you initially tried to add your child nodes, in what way did you try adding them? Hmm. No, is there... there's still an observer. Hmm. Keep on continue.
11:00
Speaker 1
then, um, I brought them down yesterday and tried to do, like, a reset with them. They both went to red again. So then, I called you guys today. And then... Yeah. So, like, yesterday, I brought them down. Yeah, I brought them down, plugged them in next to them. Like, even, like, pulled the plug out of, like, the main one. Stop it, please. Um, so, yeah. And... Yeah. So, they're both... Okay. And... Now, they're both a solid green. Okay?
12:00
Speaker 2
[KEEP_UNCERTAIN] I see. Uh huh. All right. Thank you so much for that, man. Are they lights on both of them as well? What are the lights on both the child notes? Let's wait for Uh Uh. Let's just wait for one more minute. That's just for observation purposes.
12:00
Speaker 1
Okay. Okay. the parent is still green. The one is now a solid green. Then the other one that was a little late to turn solid green, it went to blue and it just turned to a solid green again. Okay. Give me one second.
13:00
Speaker 2
Yes. Is it before we relocate them back to their original spot? Yes. That is correct. Anyway, the reason why we needed to move them physically closer to the parent node is for them to securely establish connection when trying to pair them back up. So far, no changes. All three of them are in green light. Hmm. Perfect. So, this time go ahead and unplug them and and place place them back to their original spots.
13:00
Speaker 1
give me one second. Should I just do one at a time? Okay. All right, so I'm going to do the one, should I do the one further away first or does it doesn't matter? Okay. All right, I'm going to do my bedroom first here. No, actually I'm going to do the other one first. I got the cords confused.
14:00
Speaker 2
Yes, you can. [silence] Yes, it doesn't matter. Just do them one at a time.
14:00
Speaker 1
Okay. So I plugged one back in and it's a blue light now. Do I want to wait till this turns green before I do the other one? [silence]
15:00
Speaker 2
You can also plug in the other one as well. [silence] [silence]
15:00
Speaker 1
I'm on the phone, Luke. I'm on the phone. I'm on the phone. Do you have kids? I'm doing so right now. All right. I just turned. I just plugged in the other one right now. All right. All right. Second one is plugged in. [silence]
16:00
Speaker 2
All right, did you plug in the other child node as well?
16:00
Speaker 1
wait, what am I doing? okay, okay. So the one, the first one I plugged back in is now a solid green. Okay, so it went to green, now it's a solid red again. Okay. And now it, like, and now it's, now it's blue. [silence]
17:00
Speaker 2
Now let's just wait for both of your child notes to reboot properly, and you can observe them one at a time, if the first one turns to steel or blue, and the second one also does the same. You just need to observe their lights, if they stop blinking and if their lights are blue or solid steel. Perfect. Now, let's just observe the second one. [silence] That's completely normal. Keep on watching it. Tell me if that light. Uh-huh. All right. Perfect, and that's on the first node or is it on the second one? Perfect, now, what about the second one as well? Mhm, all right, so just to confirm all three of your links is mesh that's currently having the troubles are now solid.
17:00
Speaker 1
Well, the the second one I plugged in. It went green, then it just went to red. Now it went to blue, now it went off, then it quickly went back to green. Um, now I don't see anything on with it. We would take a blue. Now it's a green again. Okay. Well, they're not all. Well, they're not all solid green yet. I mean, the the second one is going from like the red to the blue to the green. Now it's a solid green, but it might change again. It's green still. Let me try that. Let me see what the first one's doing here.
19:00
Speaker 2
green. Hmm. perfect. so that kind of reaction where it turns to that kind of reaction when it briefly turns red is completely normal when you try to relocate them. since all of them are now solid green, they are now completely functioning and a working mesh system all over again. in other words, it's working.
19:00
Speaker 1
Second one is or the first one is solid green. Second one is also solid green. So I think we're good now. That is all. Thank you so much for your help. Thanks. Bye. Will do, bye-bye.
20:00
Speaker 2
Perfect. Is there anything else I can also try and assist you with? Perfect. But once again, thank you so much for calling Linksys. Take care and have a great day as well. If you do have any more troubles, feel free to call us back.
20:00