V2 Rubric Detail — 15474352-6f06-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 13:18
Duration
8m 33s
Contact
Molly Rose
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Glecel Mae Leonor
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.75/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall81.2% (+21.2)

V2 Grader Summary

The agent successfully restored the child node using the 5-press method and confirmed solid white status on both nodes, achieving resolution. However, the agent committed a material technical error by stating solid red means setup mode (it actually means no internet), and failed to verify the model before recommending 5-press, which risks misapplication on Pair-button models. Despite these inaccuracies, the outcome was correct and the customer was satisfied.

V1 Case Analysis

Customer reported one Velop child node not connecting (serial 58W1010M26D08396). Instructed 5-press pairing on parent; node rejoined mesh and now shows solid white. Advised to relocate node.

Troubleshooting Steps
  • Verified serial number and LED status.
  • Incorrectly claimed solid red LED indicates setup mode (02:00).
  • Guided customer through 5-press pairing on the parent node.
  • Monitored LED changes on child node (blinking white → solid white).
  • Confirmed both nodes displayed solid white and were online.
Key Observations
  • Agent incorrectly stated at 02:00 that 'solid red for this specific node indicates that it is like on setup mode', which is factually wrong per KB documentation (led_intelligent_mesh_consumer.md). Solid red indicates 'No internet connection' or hardware fault, not setup mode.
  • Agent did not confirm the product model before recommending the 5-press method, though it was likely correct for a Velop system (WHW/MX/MR series).
  • Despite the critical accuracy error, the 5-press method was correctly applied and resolved the issue.
  • Customer email confirmed at 04:00: 'mrose@idholds.dodraw.com'.
Positive Highlights
  • Collected serial number accurately and verified it with the customer.
  • Correctly applied the 5-press pairing method, which successfully resolved the connectivity issue per universal_5press_models.md.
  • Confirmed resolution by observing LED state change to solid white on both parent and child nodes.
  • Provided clear next-step instructions for relocating the child node.
  • Confirmed customer's email address for follow-up if needed.
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed solid red LED indicates setup mode (02:00), directly contradicting the KB (led_intelligent_mesh_consumer.md). This is a critical accuracy error.
  • Failed to confirm product model before recommending 5-press method, risking incorrect procedure on unsupported models (e.g., SPNM/LN series with Pair button).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Both child and parent nodes ended up solid white, and the agent confirmed the node was reconnected and could be relocated, indicating full resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent identified the offline node, confirmed LED status, guided through 5-press method, observed light changes, and waited for confirmation—logical and complete troubleshooting.
R3 Not Met Correct resolution path conf 92%
Agent did not verify the model before recommending 5-press; some models (e.g., LN1400) use a Pair button. Also incorrectly stated solid red = setup mode, which is false per KB. This reflects a failure to select the correct path based on product status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly identified the symptom (node offline), asked for LED status, and followed a logical diagnostic path: reset → pairing attempt → observation.
T2 Met Appropriate tools / resources used conf 94%
The 5-press method was the appropriate tool for this scenario; no additional tools (e.g., remote access) were needed or missing.
T3 Not Met No misinformation conf 96%
Agent stated 'solid red' means setup mode, but per led_intelligent_mesh_consumer.md, solid red means 'no internet' and solid purple (not red) is setup mode. This is a material inaccuracy that misinforms the customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but had multiple pauses, unclear transitions (e.g., sudden email verification), and did not set clear expectations at the start.
C2 Met Confirmed understanding conf 92%
Agent used polite, accessible language, repeated confirmations, and adapted to customer’s pace, ensuring understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all steps, and resolved the issue without transfer or avoidance.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: wait for solid white, then unplug and relocate—realistic and correctly timed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation needed—the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained courteous, used empathetic language ('no worries'), and stayed professional despite customer interruptions.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational pace, checked in regularly, and kept engagement high.
X3 Met Overall experience conf 95%
Agent avoided repetition, used provided serial number, and guided efficiently without unnecessary steps.
Call Transcript18 turns · 18 lines
Speaker 1
[silence] Uh yes, we have a Lynx system and we have like five nodes and one of them is not connecting properly all of a sudden. And I need I can't remember how to do it. Sorry.
00:00
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 one now. For out-of-warehouse products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later, for out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Josh. I'm your support representative today. Mhm. I see, got that one ma'am. Mhm.
00:00
Speaker 1
Yeah, it's 58 W, like in wash, 1010 M, like in Mary, 26 D, as in dog, 08396. Yep, that's correct. It's blue. We've put it next to the mother, the parent side. And we plugged it in. The parent is white. All the other nodes are working.
01:00
Speaker 2
Okay. No worries, ma'am. And may having told a serial number of that offline node. Thank you so much for that one, ma'am. So, again, let me verify the serial number of this offline child node. So, it's 58W for whiskey, one zero, M for Mary, two, six D for delta, zero eight, three, nine, six. That correct. Thank you so much for confirming. And what's the light now or light behavior on this offline child node. Uh-huh. And uh-huh. All right. That's great to know, ma'am.
01:00
Speaker 1
So and correctly. Yes, it's solid blue. We've tried to reset it. It didn't work. Okay.
02:00
Speaker 2
Thank you so much for that information again. So uh you mentioned that the light on the child node is showing blue. So just to confirm, is it solid? Solid blue? All right, that - uh no worries, ma'am. And actually uh uh solid red for this specific node uh indicates that it is like on setup mode. So, yeah, great uh that's great that you have managed to reset this one. So, let's now try to add this child node using the five press setup method. So, on the parent node ma'am, kindly press the reset button five times within five seconds. Mm. So, it's like press, release, press, release, press, release, five times.
02:00
Speaker 1
OK. Now, it's blinking. A blinked red once and now it's blinking white. It's still solid. OH, it's starting to blinkk blue. You are. OK. Now the child mode is white and they're both blinking white.
03:00
Speaker 2
Thank you so much for that one. And what about the child Noah? That's fine madam, that means that the child Noah is now trying to reconnect to the network. So, for now, we will just observe its light for 2 to 3 minutes. So, while observing the light on this child Noah mam, I just want to verify, am I talking to Miss Molly Rose? All right, thanks. [silence] Flasho okay. So, yes ma'am. So, currently the child note is on a process on a reconnecting to that, sorry reconnecting to the network. And again, let's see if it reconnects. For the time being, what we can see is that the child note is now blinking. Blinking. Are we making sure that the child node is slowly, slowly, slowly reconnecting to the network.
03:00
Speaker 1
Mm hmm. Is that. That's true. Okay. Child is now salad white. Parent is still blank.
04:00
Speaker 2
let's wait for their lights to turn back to solid white okay thank you so much ma'am and your email address ma'am is mrose at id holds, don't do draw calm. is that correct Thank You so much for confirming.
04:00
Speaker 1
Okay. Okay, the child is now red. And the parent is still blinking white. Okay. No. What? Okay. Oh yeah, you know, we connected them with a hard wire. Does that, should we take that off?
05:00
Speaker 2
let's wait for another 2 to 3 minutes um um set as noting ma'am. oh yeah that's actually fine ma'am so yeah you can actually uh take that off so however i assume you want this child node to be
05:00
Speaker 1
Yeah, yeah. Okay, so now that the child note is blinking red and the parent is blinking white.
06:00
Speaker 2
uh is set up as wireless processor misng so let's wait for another minute and if if if they should persist, we might need to reboot the parent node. Okay, so I have a one minute timer here. I'm gonna let you know once the time is over.
06:00
Speaker 1
Oh, N-50. The other one checks. The nurse is contacting me. Oh, okay. Okay. Things are changing. Uh, so child is solid white. The parent is yellow blinking now. And now it's solid white. They're both solid whites. So they're both working now. Right? Ah. No, no. That's great. Um, thank you. What do I do now? Can I put, can I unplug the child mode and go take it where it belongs?
07:00
Speaker 2
Aha. Yeah. The light on the parent will just turn back to solid white any moment now. That's, excellent. Yes ma'am. Rest assured that we have managed to here reconfigure the child node so, yeah you can now, un sorry ma'am. Oh yes, ma'am. You're most welcome. Yes ma'am. Rest assure that you can now unplug it and then relocate it back to its designated location. So,
07:00
Speaker 1
Perfect. Thank you so much. Nope, that'll do it. Thank you. You too. Bye. [silence] [silence]
08:00
Speaker 2
Yeah, once this child node has been relocated, just wait for its light to turn back to solid white and there's no need to press the reset button. All right. You are most welcome, ma'am. And is there anything else that I can assist with you today? Got it, ma'am. And you're most welcome. And thank you so much again for calling Linksys. You have a great day. Bye for now. Thank you.
08:00