V2 Rubric Detail — 16d0bd80-7545-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 12:05
Duration
14m 48s
Contact
Mohamed Hussein
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135472
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall71.5% (+15.5)

V2 Grader Summary

While the agent achieved a blue LED state and the customer confirmed resolution, they bypassed mandatory WAN isolation steps and provided technically incorrect pairing instructions for the specific hardware (5-press on SPNM60/62). This constitutes a critical technical failure under T3, triggering an auto-zero. The outcome is classified as Partial Resolution due to the unresolved technical inaccuracy despite apparent symptom resolution.

V1 Case Analysis

Customer reported child node flashing red and unable to connect. Agent instructed hard reset of child node and 5-press pairing on parent node. Both nodes eventually showed solid blue. Model number not confirmed; LED guidance contained inaccuracies.

Troubleshooting Steps
  • Verified LED status on child and parent nodes.
  • Instructed hard reset of child node (hold reset until solid blue).
  • Guided customer through 5-press pairing on the parent node.
  • Observed LEDs for several minutes to confirm solid blue status.
Key Observations
  • Agent recommended the 5-press method without confirming the device model, which is a critical accuracy and protocol failure. The 5-press method is not supported on Cognitive Mesh models (e.g., SPNM60/62) or child-node-only units (e.g., LN1200).
  • Agent incorrectly described a 'solid pink' LED state at [03:00], which is not a valid Linksys LED state per KB documentation. Valid states for LN1200 include solid blue (ready for setup), solid white (connected), and fading red (disconnected).
  • Repeated 5-press attempts without model verification led to inefficiency and prolonged the call unnecessarily.
  • Agent misled the customer about the Linksys app being optional for setup, which contradicts KB guidance for certain models where the app is required for pairing.
  • Despite technical inaccuracies, the final outcome showed both nodes with solid blue lights, indicating the mesh network was restored.
Positive Highlights
  • Agent remained patient and calm throughout the call, even during repeated steps and customer confusion.
  • Successfully collected the serial number and customer contact information, which supports case documentation.
  • Ultimately achieved a functional outcome with both nodes displaying solid blue, indicating mesh connectivity was restored.
Agent Errors / Gaps
  • Recommended 5-press pairing method without confirming the product model — this is a critical accuracy and protocol failure. The 5-press method is not supported on Cognitive Mesh models (SPNM60/62/60TB) or child-node-only units like LN1200 (per universal_5press_models.md and led_cog_mesh_group_c_ln12xx.md).
  • Incorrectly stated that the child node should turn 'solid pink or purple' after reset [03:00]. According to KB (led_cog_mesh_group_c_ln12xx.md), a solid blue light indicates readiness for setup — not pink or purple. Solid purple is not a documented state for LN1200 or other Velop models.
  • Failed to collect or confirm the product model number, which is a required protocol step for troubleshooting mesh devices.
  • Repeatedly instructed the 5-press method multiple times without validating why it wasn’t working, leading to inefficiency and customer confusion.
  • Misled the customer about the Linksys app being optional for setup — while web UI can be used, the app is often required for pairing on newer models, and this advice contradicts KB guidance for certain models.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'They're both blue now' and agent concludes nodes are working properly, indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent initiated reset and 5-press steps but failed to verify WAN connection or test modem-first, skipping core isolation steps per KB.
R3 Partially Met Correct resolution path conf 75%
Agent applied reset and pairing, but did not confirm device model compatibility (SPNM60/62 vs. 5-press) or check firmware, risking mismatched approach.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified LED symptoms but did not ask about internet status on parent node or perform WAN-side isolation, leaving root cause uncertain.
T2 Not Met Appropriate tools / resources used conf 85%
Agent skipped essential tool: no instruction to test modem directly with wired device (Step 2 in velop_wifi_connectivity.md), a required diagnostic step.
T3 Not Met No misinformation conf 90%
Agent instructed 5-press method on a device identified as 'community fiber' (SPNM60/62), which uses the Pair button, not 5-press per universal_5press_models.md and adjacent_device_setup_scenarios.md.
Communication
C1 Met Clear & professional language conf 80%
Agent kept the conversation focused, set expectations (wait times, next steps), and maintained control throughout.
C2 Met Confirmed understanding conf 85%
Agent used simple, non‑technical language, repeated instructions when needed, and confirmed understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent did not transfer the call, took responsibility for troubleshooting, and followed through to resolution.
O2 Met Proactive follow-through conf 85%
Agent gave clear next‑step instructions with realistic wait times (e.g., 'wait 30 seconds or a minute').
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed apologies, thanked the customer repeatedly, and used polite language throughout.
X2 Met Tone & rapport conf 80%
Agent matched the customer's pace, used calming phrases, and checked understanding at each step.
X3 Met Overall experience conf 75%
Agent minimized repeat information, handled resets and pairing on the customer's behalf, and avoided unnecessary holds.
Call Transcript30 turns · 30 lines
Speaker 1
Hi Trash, how are you doing? Um, I have this thing called the zick community fire by cds so what happened is i have them, in internet but the extender it's been literally one month i've tried every single way to connect to my extender like the guster to the actual internet it's not working i've tried everything and i've actually given up for now i wanted to ask if it's possible to get like a technician or engineer into my house to get it so that if that's possible please sure
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
okay. Okay that's fine. Uh it was working before fine but you know every night turns to internet just so that it's safe. Because you don't use the internet at night. Yeah. Uh sure. Give me one second. The serial number is uh 65010M2CE09475. You're welcome. Sure. Yep this is correct.
01:00
Speaker 2
So just to confirm. Huh? To confirm, Was this child node working fine before, Or is this the first time you are trying to connect it? Uh-huh. Got this. Andrew. Uh-huh, no worries sir And you may have the serial number of this child node. Mm-hmm. All right, thank you so much for that, man So let me verify again the serial number, to make sure that I got it correctly. Okay? So it's 6-5-N for Nancy, 1-0, M for Mike, 2-C for Charlie, E for Echo, 09475, Is that correct?
01:00
Speaker 1
right yeah yeah it's uh red flashing word flashing word yes it's flashing red uh the thing is right now I located it next to the primarily before it was on the extension of my house not really 40 it's it's literally a 10 second walk from one end to the other end of my house and it didn't connect before it used to connect but now it doesn't. Uh okay.
02:00
Speaker 2
Thank you so much for confirming. And I assume both, thank you. And I assume both node were provided by community fiber, is that correct? Thank you And may I know the light now on the child node? Solid red or flashing red? Solid red. And is this child node currently like located next to the parent? Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. All right. So that's correct there. Since this is for reconfiguration, um since you already placed this child node next to the parent node. Let's now reset this child node. So again, for reset, you may simply press and hold the reset button and do not release it until you see the solid blue light blinking, then release the button. That's all. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. That's all. Thank you. Mhm. Mhm. Mhm.
02:00
Speaker 1
okay, give me one sec. is it on the is it on the main main thing on the child node. okay okay so I'm just waiting for the pre light this blank menu yeah I saw some blue dot flash yeah I see the blue light okay okay the green in the past
03:00
Speaker 2
kindly take your time. Mm-hmm. On the child node itself, sir, there's a reset button there. So yeah, you may press and hold it. And again, do not release the reset button until you see the solid blue light. Thank you. Got that one sir. All right. All right. If if you saw the light was appeared to solid blue, that's the time to release the reset button and then we will wait for the light to turn back to solid pink or purple. For that indicates that it is already on setup mode. Okay? Thank you so much.
03:00
Speaker 1
You're welcome. When I want to just place it onto my extension, it was always purple. I didn't look right, cuz it's totally blue, but it's flashing now. You're welcome. Yeah. Sure, it's Mohammad Hussein. Hussein. Yeah. H-U-S-S-A-I-N. You're okay. My email address is RayhanHussein195@outlook.com. It's R A Y H-A-N-H-U-S-S-A-I-N, 195@outlook.com.
04:00
Speaker 2
Uh-huh. Mhm. Mhm. So yeah, while waiting for the light on the child node to turn to solid purple or pink. I have your first and last name? Mhm. I'm sorry. What was the last name? Thank you so much for that, one sir. And what about your email address? I'm sorry sir, I really apologize. I did not get the first word.
04:00
Speaker 1
you're welcome it's uh flashing blue you're welcome I was gonna ask you know the app my bad you know the thing it's purple now the links is yeah it's purple now the links in the chat now yes it's purple on the the main thing where you said
05:00
Speaker 2
All right. Thank you so much for that one, sir. So, may I know now the light on the child node? Flashing blue. All right. Let's wait for another 150. minutes. Thank you. Now, let me start. All right. Solid purple, correct? That's great to know. Let's now try to reconnect this child node using the five press setup method. So on the parent or main node, kindly press the reset button five times within five seconds. So it's like press, release, press, release, five times.
05:00
Speaker 1
C(+) our friends. is flashing red. Okay, that is fine. Uh, also, quick question. You know your, uh, is it lynx is app? Yes. Yeah, is that really useful because I did try to set up in the past. It's really hard to navigate. So do I have to still use that or is it not necessary? Oh.
06:00
Speaker 2
That's correct. So yeah, just press the reset button five times within five seconds. Thank you so much for that one, sir. And let's wait for the country node to turn back to solid blue. And then let's observe the light on the child node for one to two minutes. Thank you. Linksys app. Like you want to manage the system. Uh huh. Uh, it's really not necessary, sir. However, if you want to manage the system using your phone, uh you might need to use the Linksys app. However, if you want to manage the system using your phone, uh you might need to use the Linksys app.
06:00
Speaker 1
Okay last one thank you so much. Also, the main um it's blue now it's not this blue. It's purple. Yes yes okay [silence]
07:00
Speaker 2
it's really not necessary if you want like if you want to access the web user interface because you need to use a computer for that one however in order for the device to work there's no need to use the app uh-huh that's great to know and what about the child node uh-huh still solid purple uh-huh and again sir currently this child node is located next to the parent node correct I see uh let's wait for 30 seconds or a minute and let's see if the light on the child node will flash however if the however if the light on the node is still be showing solid purple uh I would recommend pressing again the reset button on the main node 5 times within 5 seconds
07:00
Speaker 1
It's so solid purple. [silence] [silence] Thank you.
08:00
Speaker 2
Thank you. I see. If that's the case, kindly press again the reset button on the main node 5 times within 5 seconds. All right. Thank you. Thank you. Thank you. Thank you. All right. Thank you so much. All right. Thank you so much.
08:00
Speaker 1
I have two is it child nots under the one main my child mode is now flashing purple and the main thing is red okay all right do you know how wants everything connected do I check the [silence]
09:00
Speaker 2
By the way, sir, may I know again how any nodes or how many LXIX-6 devices do you have? Yeah that's correct. Mhm. That's great to know. So yeah, uh that means that the child node is now trying to reconnect to the network. So for now, uh we will observe its light for two to three minutes and hopefully it will turn to solid blue the same as the parent. All right.
09:00
Speaker 1
Please put that back in my extension, but just leave it in the living room. The main thing is still red, it's still red light. The main community fiber and links, is that normal? [silence] on the main thing,
10:00
Speaker 2
Yes sir. So once this child node has been reconnected to the network, rest assured that you can simply unplug and relocate this one back to its designated location. awesome Still showing solid red sir or is it flashing? [silence]
10:00
Speaker 1
solid red and on the child node it's flashing purple and and right now the child node is flashing red and and you know when it's purple does that mean it's connected if it's uh solid purple okay okay um this is a bit
11:00
Speaker 2
uh, but... Purple. I see. Uh for the main node, let's observe its light for 1 to 2 minutes. However, by default, it should be turned to solid blue by now. But let's see. Like for wait for 10 minutes. Mhm. Uh right. right. Aha. That's fine. So again, uh the child node is still processing, trying to reconnect to the network. So... No, sir. Uh solid purple indicates that the node is on setup mode. If the device is working properly, it should be showing solid blue.
11:00
Speaker 1
he main thing is red and the child not is blue now yeah and the now just turned blank now it's flashing red yeah it's flashing blue now on the child now and I think it's now solid blue and and I think it's the main thing is still solid red yes
12:00
Speaker 2
Solid blue on the child node. Correct. All right, let's wait for the child node to turn back to solid blue and let's focus or isolate the parent node. Flashing blue. I see. Solid blue. That's a great. So right now, the main node is showing solid red and the child node gone to solid blue. Is that right, sir? I see. I see. So, uh, is there another node there, sir?And that just pulse through the orange and green but you can't see it flashing red.
12:00
Speaker 1
okay right now both of those both now. i just saw their main thing flashing it to again, does that? it's flashing
13:00
Speaker 2
It's more like they switches their position. So, for this one, it could be possible that the, the light on the parent node is like currently on glitch, because since the child node is now online or working, so how about this one? Uh let's wait for 30 seconds or a minute. and if the light on the parent node will still be showing solid red. we will reboot or restart that one by simply unplugging and replugging its power cord, okay? Mm-hmm. Both blue. All right. That's That's brilliant. So, that should do it there. On the parent node, correct? Steadily. All right. So be sure let's wait for one minute. And after one minute, if both devices are still showing solid red. [silence]
13:00
Speaker 1
Perfect. Thank you so much. Okay. Yep. They're both blue now. They are both blue. Thank you so much. um chat in the court is that. Thank you so much. Have a nice day. Bye.
14:00
Speaker 2
Valid blue. That's the time that we can already unplug and relocate this child node. Sorry, child node to the network. So it seems like, sir, the reason why they were flashing blue is because they were trying to communicate to each other. So, uh, however, rest assured that they are now working properly. Aha, don't worry, sir. Mhm. Don't worry. Rest assured that we have successfully reset and reconfigured the child node. So again, kindly unplug the child node and relocate it back to its designated location. And you may also take your time to do that. You're most welcome. Mhm. Thank you again for calling Linkr. Sir, you have a great day as well. Bye for now.
14:00