V2 Rubric Detail — 12302442-5f9b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:25
Duration
19m 52s
Contact
Belina Jacobs
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00131293
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1200 - add a new child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.38/5
Technical5.00/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp0.00/5
Overall71.6% (+19.6)

V2 Grader Summary

The agent successfully resolved the child node pairing issue using correct technical steps and closed the case appropriately. However, the interaction failed to acknowledge the customer’s repeat contact, added unnecessary effort by requesting documentation already substantiated, and showed no empathy despite the customer’s physical limitation and frustration. Technical accuracy was strong, but customer experience and continuity were significantly lacking.

V1 Case Analysis

Customer reported child node not pairing after ISP modem replacement. Performed reset (20s) and re-pairing; node now solid white, parent solid. Issue partially resolved but closed with Comcast script. Follow-up recommended to confirm full network functionality.

Troubleshooting Steps
  • Asked for order screenshot to validate warranty (05:00)
  • Instructed 20-second hard reset of child node (07:00)
  • Directed use of parent node pairing method (08:00)
  • Confirmed solid white LED on child and solid on parent (11:00–13:00)
Key Observations
  • Agent instructed 20-second reset (07:00), exceeding the 15-second requirement for Velop Pro 6E.
  • Used Comcast/Xfinity closing script (18:00), including wrong brand name and phone number (1 (872) 269-0807).
  • Repeatedly requested order screenshots (05:00, 06:00) despite not being able to use them in real time.
  • Failed to acknowledge customer's mobility limitation (14:00) or adjust instructions accordingly.
  • Did not confirm that the Wi-Fi name was successfully restored for security cameras.
Positive Highlights
  • Persisted through troubleshooting and achieved solid white LED on child node, indicating mesh reconnection.
  • Provided a valid case number (131293) for future reference.
  • Eventually guided the customer to use the correct parent-node pairing method.
Agent Errors / Gaps
  • Did not verify exact product model before troubleshooting despite customer mentioning 'Velop Pro 6E'.
  • Provided wrong reset duration (20 seconds instead of 15 seconds) for Velop Pro 6E.
  • Used Comcast/Xfinity script at call end (18:00), including incorrect brand name and support number.
  • Repeatedly asked for screenshots that could not be processed during the call.
  • Failed to confirm full network functionality (e.g., security camera reconnection) after mesh repair.
  • Did not adjust communication for customer with mobility limitation (broken foot).
  • Closed call without proper operational closure, leaving resolution partially unvalidated.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed resolution: 'That means it is now connected back to your mesh system. That should be all good now.'
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through reset procedure, checked LED status, and verified solid white light indicating successful reconnection.
R3 Partially Met Correct resolution path conf 94%
Agent requested purchase proof unnecessarily — device was recently purchased and under warranty; asking for screenshot added friction despite clear purchase date provided.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (child node not connecting), asked about LED color and proximity, and applied targeted reset procedure.
T2 Met Appropriate tools / resources used conf 93%
Issue was resolvable via on-device troubleshooting (LED check, reset); no external tools required — appropriate for this scenario.
T3 Met No misinformation conf 95%
Instructions to hold reset for 20 seconds and wait for solid light align with KB guidance for factory reset on MX/MR/WHW series.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained control but gave unclear instructions ('disable this', 'Your wait until the print notes') causing confusion.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but failed to confirm understanding; did not adapt to customer’s physical limitation or clarify confusing phrases.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, performed troubleshooting, and provided a case number for continuity.
O2 Met Proactive follow-through conf 92%
Agent gave clear next steps (wait, relocate node), confirmed resolution, and provided case number for future reference.
O3 Not Met Closure confirmation conf 98%
Customer mentioned prior contact, but agent treated case as new — re-asked for purchase details and serial number without referencing history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved at L1.
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 96%
Agent never acknowledged customer’s repeat contact, frustration, or physical limitation (broken foot); no empathy expressed.
X2 Not Met Tone & rapport conf 94%
Agent used flat tone, gave confusing instructions, and did not adjust pace or check comprehension despite customer’s visible effort.
X3 Not Met Overall experience conf 97%
Agent asked customer with a broken foot to unplug/replug node and provide screenshot — avoidable effort given purchase date already shared.
Call Transcript29 turns · 32 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 1 now. [silence] For out of warranty products, please have your device serial number and your 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
[silence]
02:00
Speaker 2
hello, thank you for calling linksys. my name is Beth. is this your first time calling? may i confirm your first and last name please?
02:00
Speaker 1
Bolena Jacobs. [silence] I called just the other day and I set up a new uh, VeloPro 6E with a child node. [silence] Um, my internet company had to come and put a new modem. So, [silence] it has a new, [silence] I'm trying to reset it, [silence] rename my router, the name it used to have, [silence] so that all my security cameras will find it. [silence] But I'm having trouble getting it to, [silence] the router is on, [silence] it's connected to the modem, but the child node will not [silence] blink, it will not go solid. I've hit the reset button like one second, five times in a row. [silence] Having unplugged it, I've restarted the router. [silence] I don't know what to do. [silence] I need help.
03:00
Speaker 2
and how may I help you? [silence] how many links to trouble do you have?
03:00
Speaker 1
How many links is? One, yes. for me. Um, serial number is, let me take a picture. geez That's little. 60 D10, M13, E05, a30 I purchased it from Amazon.
04:00
Speaker 2
How many links of Troud node do you want to connect? I have the serial number [silence] All right, thank you. Ophelina. Do you still have the copy of purchase for this device?
04:00
Speaker 1
yeah let me see just a second I can tell you it was ordered May 25th it was delivered May 27th I've got an order number you need me to screenshot
05:00
Speaker 2
Yeah, Bob, can you provide a screenshot of your order for that?
05:00
Speaker 1
okay well okay when I spoke with someone the other day they didn't tell me that it's blinking red uh yes it's about three and a half feet away if if that far
06:00
Speaker 2
ordered details because that would validate the warranty status of your child node okay if you call us then that is a requirement actually to register the product okay so it was ordered May 25th all right this is necessary to validate the warranty of the device in case something might happen okay so what's the light color of the child node that gets connected is it blue or red okay and is this already in the same room with the main Lynx sys node okay so try to press and hold the reset button of this node that keeps on blinking
06:00
Speaker 1
okay, it's solid blue, it's blinking blue.
07:00
Speaker 2
press for about 20 seconds and release. After you release for 20 seconds, make sure it would be blinking lights before it would show a steady light.
07:00
Speaker 1
Okay, the light went off for a second, now it came back solid blue.
08:00
Speaker 2
Okay. Go to the parent node, the main Linksys node of your system. this is the method how you can easily connect the child node again. [silence]
08:00
Speaker 1
Okay, it's blinking. The bird's blinking.
09:00
Speaker 2
disable this. Okay, just wait for a couple of minutes. If the child node is now blinking, um, just to wait and let me know if it stops to a specific color. [silence]
09:00
Speaker 1
Okay the child mode is solid white. The parent node...
11:00
Speaker 2
They've both been on solid.
12:00
Speaker 1
parent node is still blinking [silence] Oh, okay. Parent node is solid. Child node is solid white. I'm sorry? [silence] I'll move it where it's gonna go. Okay. All righty.
13:00
Speaker 2
Your wait until the print notes uh go back to its light solid color. All right, try to relocate this child and its preferred location. Just unplug it and move it. Yes, just unplug the power cord and move it to its original location.
13:00
Speaker 1
My son's gonna have to come in here and do this. I've got a broken foot and I can't get to the outlet. aggravated. Okay, I got to plug these. Sorry.
14:00
Speaker 2
Okay, wait until it shows a solid white light. That will still show you blinking or pulsing light.
15:00
Speaker 1
you'll play yeah I had to get down the floor to plug that in make sure you ain't eating none of her food orner self like he does nice one Man outside, I could get out.
16:00
Speaker 2
Wait for 20 seconds, let me now if it stays solid after 20 seconds.
17:00
Speaker 1
Still white. Solid. Okay. Okay. All right.
18:00
Speaker 2
Okay. Very well. That means it is now connected back to your mesh system. That should be all good now. All right. So Belina, please take note of your case number here. So that in case you call us back again, you will just have to give us that case number. And we will be able to pull your case back up. And know exactly where we left off. So in that way, we don't need to perform any diagnostic test again on your unit. And there will be also no more need for timeout. Okay? So if I have performed some diagnostic test on your unit earlier, please save your Wi-Fi IP address as things are performing as we speak. And that should be fine. Okay? Okay. So Belina, is there anything else that I can help you with? Okay then. That should be all good. That would be all. Thank you for contacting Comcast Xfinity Mobile Customer Care. Please contact us again if you need help anytime at 1 (872) 269-0807. Have a good day. Goodbye. [silence]
18:00
Speaker 1
Okay, hold on, just a second. Okay. What was it one, three, one? One, three, one. Okay. All right. Thank you so much. All right.
19:00
Speaker 2
This case number. All right, case number one, three, one, two, nine, three. Yes, one, three, one, two, nine, three. All right, in case if you need to call us back, just give us this case number so we can pull up your record easily. Mhm. You're welcome. Thank you so much for your time as well. All right, have a great night. Bye-bye.
19:00