V2 Rubric Detail — 184b7028-7b18-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 21:58
Duration
39m 58s
Contact
Scott Summe
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136446
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet connection
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol5.00/5
Efficiency4.00/5
Overall4.7/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall89.3% (-4.7)

V2 Grader Summary

The agent successfully restored the WHW01 mesh network using the correct 5-press method and app setup, with the customer confirming full bars and connectivity. However, the agent committed a material technical error by repeatedly referencing 'green' LEDs, which do not exist on the Intelligent Mesh consumer line per the LED reference guide. Despite this inaccuracy, the procedural execution led to a successful resolution.

V1 Case Analysis

Customer reset WHW01 Velop system using 5-press on main node and 20-second reset on child nodes. Completed app-based setup. All nodes show solid greenish-blue and internet is functional.

Troubleshooting Steps
  • Confirmed model (WHW01), serial number, customer name, email, and ISP.
  • Instructed 5-press reset on main node (five quick presses with one-second gaps).
  • Directed customer to reset both child nodes with a 20-second hold.
  • Performed second 5-press on main node to initiate child node pairing.
  • Waited for all nodes to achieve solid greenish-blue LED status.
  • Guided customer through Linksys app setup, admin password creation, and Wi-Fi configuration.
  • Confirmed successful internet connectivity and full signal bars.
Key Observations
  • Agent correctly used the 5-press method on the WHW01 main node, which is a supported model per universal_5press_models.md.
  • Accurately instructed 20-second factory reset for child nodes and confirmed solid red state before pairing.
  • Performed a second 5-press on the main node to initiate child node pairing, aligning with standard Velop mesh behavior.
  • Successfully guided customer through full app-based setup and confirmed final device status and connectivity.
  • Minor communication inefficiencies (e.g., filler words, brief silences) but overall clear and structured.
Positive Highlights
  • Correctly identified and applied the 5-press reset procedure for WHW01, a supported model.
  • Provided accurate step-by-step guidance for resetting and re-adding all three nodes.
  • Confirmed physical WAN connection to modem and verified node topology.
  • Successfully walked the customer through the Linksys app setup process, including admin password creation and Wi-Fi configuration.
  • Confirmed final LED status and internet connectivity with the customer before closing the call [39:00].
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'it's green... we're all set... full bars, should be good.'
R2 Met Diagnostic thoroughness conf 96%
Agent guides through factory reset, 5-press method, node re-addition, and app setup — all relevant steps for a failed mesh network.
R3 Met Correct resolution path conf 97%
Correctly proceeds with full re-setup for WHW01 (in-warranty consumer mesh), using appropriate 5-press method instead of dismissing as OOW or directing to self-help.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies symptom (red LED), asks about reset duration, uses 5-press to trigger re-pairing, observes node behavior, and follows logical mesh recovery flow.
T2 Met Appropriate tools / resources used conf 94%
Uses LED observation, 5-press method (valid on WHW01 per universal_5press_models.md), and the Linksys app — all appropriate tools for Intelligent Mesh recovery.
T3 Not Met No misinformation conf 98%
Agent repeatedly refers to 'solid green' and 'light green' LEDs. Per led_intelligent_mesh_consumer.md, the WHW01 only has Purple, Blue, Yellow, Red, and Off states; green is not a valid LED state for this model. This is a material inaccuracy.
Communication
C1 Met Clear & professional language conf 95%
Sets expectations ('wait three minutes'), maintains control through transitions, and keeps call on track despite customer digressions.
C2 Met Confirmed understanding conf 96%
Uses simple language, avoids jargon, confirms actions ('they should be blinking too'), and adapts to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all steps live, and does not transfer or disengage prematurely.
O2 Met Proactive follow-through conf 97%
Provides clear next steps: move nodes to desired locations after connection. No follow-up required; issue resolved on call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remains patient and professional but does not acknowledge customer frustration ('I understand this has been disruptive') despite multiple silences and reset attempts.
X2 Met Tone & rapport conf 94%
Matches customer’s pace, allows time for actions (power strip, moving nodes), and maintains engagement throughout.
X3 Met Overall experience conf 95%
Avoids unnecessary repetition, performs configuration in real time, and minimizes customer effort by guiding setup directly.
Call Transcript41 turns · 54 lines
Speaker 1
I I'm sorry, what what did you my name is Scott. Is that what you're asking? Oh, OK. I'm sorry. I there's some noise here. Um, my my router, it's it they're down. Uh, it looks like the modem is it's you
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. While waiting, you may also visit support.Linksys.com for more information about your product. Thank you for calling Linksys. My name is Gerald. How can I help?
00:00
Speaker 1
you know it has the full bar so I'm just wondering if if you can help me troubleshoot um these uh it's like yeah do want me to give you the serial number? 25 okay the model you know it's just like it's okay and the model the model is uh WHW 01. and then the serial number is two five F one zero six, zero four eight, four seven, seven seven eight.
01:00
Speaker 2
do you what go ahead yes the model I got it serial number okay pause
01:00
Speaker 1
Hey guys, turn that, pause that for a moment. Correct. Sumi, S you M M E. It's uh, it's just my name, first name, and last, no dash, scotsummi@gmail. Great Plains Communications.
02:00
Speaker 2
and you said your name is Scott right what's your last name and what's your email address okay and what was your internet provider
02:00
Speaker 1
It's red. I've reset it. I've unplugged it. [silence] That's pretty much it. [silence] How long do they hold the reset button? [silence]
03:00
Speaker 2
[silence] Let's go to the lighting of the nodes right now. [silence] And what troubleshooting have you done so far prior to calling? [silence] When you said reset, what do you mean by reset? [silence] You press and hold the reset button for how long if you held I mean if it reset [silence] How long you held reset button.
03:00
Speaker 1
I don't know. Um, I'm gonna try it again. I, I think maybe a couple seconds. it's a red red. Um, to the vevo through the velup app. Oh yeah, I can see. Yeah, just say the question again. Like, when I when I when I go, it doesn't say sumi um, it doesn't have my normal thing, but it says velup. Um, Yeah. Yeah, hold on. Just let me check. I think that's correct. Just one moment.
04:00
Speaker 2
Yeah. Is the light more like a pink red, or or it's a red red? Okay. If you go to your phone settings, Wi-Fi settings, can you still see the Wi-Fi name you created for it, or your home network Wi-Fi? [silence] No. To your phone setting. Is it the Velop set up? Velop setup 414. okay, so the the router or the node is been reset. So we're going to reconfigure the network. How many how many Linksys towers you have in total or how many Linksys nodes you have total? You got three, okay. Let's check the physical connection at the bottom of the main tower, the main node, there there are ports I mean two ports. The cable is plugged into the ethernet port, right? And the other end of that cable, where is that connected to?
04:00
Speaker 1
It's connected to the the fiber optic. modem. Okay. [silence] Okay.
06:00
Speaker 2
okay all right let's try this at the reset button of the main tower five times one second gap between presses so it sounds like a push release push release that's five times
06:00
Speaker 1
Okay, now it's orange. Blinking orange. Okay. It'll just take some time. Go- Okay. It'll just take some time until cook- Okay. It'll just take some time until it cooks.
07:00
Speaker 2
Linking R in 30. Let's wait three minutes. It's going to take time. If there's internet connection from the modem, that should turn solid blue, I mean, the light, if.
07:00
Speaker 1
Okay, now it's turning green. solid green.
08:00
Speaker 2
You said it's green now, solid green? OK, can you connect to the#####Wi-Fi, the#####SetupWi-Fi, 414, I mean your phone, connect that to the Wi-Fi. No words were spoken in this audio clip. Great. We'll create a WiFi name for that later. But for now, let's add those two extenders. Get those two extender move it a bit closer to where the main tower is located. Plug them in nearby the main tower. They must be 5 feet or less. Not more than 5 feet. Plug into power. Yeah, just power.
08:00
Speaker 1
To plug them both in I'm going to need to grab a power strip. Can you that will just take me a second? Can you hold with me? Okay. [silence] turn that off what are you doing alright I got the first one plugged in and I'm gonna grab the second node Okay. I got them both plugged in just within inches of it, so, okay. [silence] Okay.
11:00
Speaker 2
Okay. When they show solid red light or blinking red do the reset, press the reset button on those notes. Hold it down 20 seconds each.
14:00
Speaker 1
Okay, I've pressed it reset on both now. Okay. [silence]
16:00
Speaker 2
Okay. Let me know when they show solid pinkish red or magenta. Like. Thank you.
16:00
Speaker 1
Okay, the first one's red, still waiting on the second. Okay, they're both. [silence] Both, they're both red now. Oh. Yeah. Push the reset button on the main node. Okay. Oh. Okay. It's blinking, blinking orange.
17:00
Speaker 2
do the power press again still on the main node reset button five times yes one second gap between presses okay observe the light of the extender nodes they should be blinking too red blinking red something
18:00
Speaker 1
Okay. First one started blinking. And the second one's still solid. Okay. Okay. Yeah, they're both blinking now. So, I once these are, once these are reconnected, can I plug, I can just unplug them and put them where I I want them? Okay. It just needs to reestablish connection is what we're doing.
19:00
Speaker 2
okay. Let's wait five minutes. Let's wait five minutes and expected light should be light green or solid blue. Good. Uh, we're waiting. You can, I don't know, ask me questions. We have questions and I'll be right here if you don't have questions. Correct. They got disconnected because the main node is already reset. [silence]
19:00
Speaker 1
Okay, the first one's turned and the second one's consistently been behind it, so I'm expecting it to turn here in a minute. Uh one that's, okay. Okay, the second one's turned. So they're both, they're all three of them are the same color. like a, oh, yeah. Okay. Yeah, they're all, they're all pretty solid, solid greenish blue. Yes. Show me that.
21:00
Speaker 2
Okay. One second. Alright. Do you have the Lancer app installed in your phone? Okay, open it and
22:00
Speaker 1
Okay. It says agree. Yeah.
23:00
Speaker 2
agree. yes.
23:00
Speaker 1
Just says check this could take up to a minute, it's checking for internet. Uh it says create your router password. Uh because it it it said the Linksys Cloud wasn't available. So it it said it brought me to the option of create your router password, use this password to complete setup without an internet connection. Hmm.
24:00
Speaker 2
Oh wait, uh, Oh, was the mute, oh, okay. So, yeah, continue to that, create a new Admin password, and then proceed to the next step.
25:00
Speaker 1
Okay. so it says configuring your Wi-Fi network. [silence] If something went wrong and we couldn't transfer your Wi-Fi settings, enter them manually for devices to reconnect automatically, or choose something new. Let's just pick something memorable and secure.
26:00
Speaker 2
If it is the name and password you used for the same old white now and then then
27:00
Speaker 1
Okay, it says, it was created, yeah, right, yeah. It's just saying now, now let's connect your new Wi-Fi next, and I'll just press next and, I'll go to your phone settings app. It's like, oh, okay, okay, okay, okay. Okay. Yeah, I'm connected to the new network. Okay. oh, well they're red now. I don't know why. Um, yeah, they're blinking red.
29:00
Speaker 2
Alright, you can move the extender nodes now, or the child nodes, to where you want them to be. [silence] Yeah, that's the starting.
30:00
Speaker 1
looking for your child nodes, okay. It says remove old router system from your account. Um, is remove old router system from your account, we recommend keeping your accounts up to date by removing old routers not in use, uh, before using again, remember to factory reset before setup. I don't know what happened. Should I say remove from my account? Okay.
31:00
Speaker 2
What other options do we have there? [silence] Yeah, you can do that.
31:00
Speaker 1
So it doesn't get confused, I guess. Build a leading real network. It's just, it's just on the same, spinning. It's just says deleting your old network, please wait. I don't know. Really appreciate your health, your patience. They they're all solid. They're all solid the same as the as the parent. Yeah, they're all green or greenish blue like the parent, or no, I don't know. So, um, so I mean, if you think I could just let this go and and and let you go and then I wanna keep you on the phone. uh,
32:00
Speaker 2
Alright, what happened now? Okay. Alright, I'm gonna check on. What's the light of the ch material does? Are they green or red, still blinking? Alright, thank you. All right. I mean, I can stay while you move that, just to make sure it's going to work.
34:00
Speaker 1
Okay. One of the ones I plugged in is blinking red. Is that is that just me it's trying to reconnect or You're still there. Yep. So it looks like they're reconnecting. Um the one downstairs has reconnected but the upstairs one is just blinking trying to find connection and I anticipate it to connect here in a second. So so once that's on, I I can let you guys know.
37:00
Speaker 2
Sorry, just want to fix my show here. Can you hear me now? All right, great.
38:00
Speaker 1
Well, I really appreciate your help. Okay. Okay. Okay. Okay, it's it's green. We're we're all set. I I uh, it looks like I have full bars, so, uh it should be good. I appreciate your help. Thank you. Bye bye.
39:00