V2 Rubric Detail — 1941e09e-73ec-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:55
Duration
40m 23s
Contact
Bruce Scardino
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00128685
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to disable his Guest Network.

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+13.4)

V2 Grader Summary

The agent successfully resolved the mesh connectivity issue by correctly applying the 5-press method and reset procedures, resulting in all devices regaining internet access. The only notable inaccuracy was the initial suggestion to use 'admin' as the default password, which was later corrected. All other indicators were fully or partially met, with no critical failures observed.

V1 Case Analysis

Customer reported Velop child nodes blinking red after reset. Guided through node placement, 5-press reset, and router login (192.168.1.1) using label password. Internet connectivity verified on PC, iPad, and phone. Issue resolved.

Troubleshooting Steps
  • Verified serial number and warranty status
  • Moved child nodes closer to parent node
  • Performed node reset (10–15 sec) and 5-press reset on parent node
  • Waited for nodes to reach solid blue status
  • Guided customer to connect to default Wi-Fi and access router UI at 192.168.1.1
  • Used label-printed admin password to log in
  • Confirmed internet access on PC, iPad, and phone
Key Observations
  • Agent correctly applied the 5-press reset method for Velop nodes, which is valid for WHW/MX/MR models (per universal_5press_models.md).
  • Initially suggested 'admin' as the default password, but quickly corrected to the label-printed password (per universal_factory_reset.md).
  • Provided clear guidance on node placement, reset sequence, and router login, leading to full resolution.
  • Confirmed internet connectivity on multiple devices (PC, iPad, phone), ensuring comprehensive validation.
  • Warranty information was clearly communicated, though not formally looked up.
Positive Highlights
  • Correctly identified and applied the 5-press reset procedure for the Velop mesh system at [15:00], which is documented as a valid escalation method for WHW/MX/MR models (universal_5press_models.md).
  • Guided the customer through proper node placement and reset sequence, resulting in all nodes achieving solid blue status.
  • Confirmed resolution by verifying internet access on multiple devices (PC, iPad, phone), ensuring the fix was comprehensive.
  • Maintained clear call control and managed customer questions about warranty and future support professionally.
  • Used correct local access URL (192.168.1.1) and correctly directed the customer to use the label-printed password after initial error.
Agent Errors / Gaps
  • Initially provided incorrect default admin password ('admin') at [31:00], which is not the default for Linksys routers — the correct default is the password printed on the label (per universal_factory_reset.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms computer, iPad, and phone are all working after mesh system reset and reconfigured.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through physical node relocation, reset of child nodes, use of 5-press method, and post-reset Wi-Fi reconnection — all logical, sequential steps that resolved the blinking red issue.
R3 Met Correct resolution path conf 90%
Agent confirmed active warranty (expiring Feb 2027), provided accurate information about future support cost, and delivered full troubleshooting without dismissing out-of-warranty concerns prematurely.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified blinking red LEDs on child nodes as symptom, asked about node placement, directed resets, and used 5-press method — a logical diagnostic sequence leading to resolution.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used LED status and 5-press method — valid diagnostic tools for WHW/MX/MR mesh systems — to resolve node pairing issues.
T3 Partially Met No misinformation conf 90%
Agent initially instructed customer to use 'admin' as default password, which is contradicted by the KB (universal_factory_reset.md and universal_firmware_update.md specify using the password labeled on the bottom of the router). The agent corrected this immediately after the password failed.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout, giving clear instructions, confirming actions, and guiding transitions (e.g., from reset to setup).
C2 Met Confirmed understanding conf 85%
Agent adapted language to customer’s level, repeated steps simply, and clarified Wi-Fi setup process when customer was confused.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: relocate child nodes, reconnect devices, verify internet access — all completed with confirmation from customer.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with standard procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient but did not explicitly acknowledge customer frustration or effort; empathy was functional rather than emotional.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, repeated instructions, and used simple terms when customer struggled with Wi-Fi settings, maintaining engagement.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, guided customer efficiently through reset and setup, and minimized steps required on customer side.
Call Transcript64 turns · 69 lines
Speaker 1
[silence] [silence] hell, uh, serial number 58W10M28, D as in dog, 06333.
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 n.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
That's right. Excuse me. Oh so it wasn't working and so I unplugged my modem and then plug that back in and then unplug unplug the Linksys router and plugged it back in. That didn't work. And then I reset the Linksys by pushing the bottom reset button and it's now as a solid blue on it.
01:00
Speaker 2
Okay. So let me just confirm the serial number that you just provided. 58W for Whiskey, 10M for Michael, 28, D for Delta, 06333. And what seems like the issue of this router, sir? What is your issue with this device?
01:00
Speaker 1
Yes. Yes. Yes. Pardon. Oh, uh, I'll go check. Let me see. They're in another room, so. hmm The first note is, uh, blinking red. I'm having.
02:00
Speaker 2
With Bruce Broadrick, and your email is the call more 0.1 at gmail.com. Okay, so the parent Noad is solid blue, and also the two child nodes. They are all solid blue.
02:00
Speaker 1
It is also blinking red. So the parent is solid blue, the other two are blinking red. Okay. I'm going to set my phone down so I'll be I'll let you know when I'm back in the room.
03:00
Speaker 2
So they are all... Okay. Can you please move the child nodes closer to the parent node? Okay. So move the... Yeah. So move the child... Yeah, sure. So move the child nodes two or three feet away from the parent node and also from each other.
03:00
Speaker 1
Okay. So, I unplugged the two child nodes and they are unplugged in the same room as the parent now. Yes. Got it. Yes, Intelipop, they're not plugged in. Do you want them plugged in?
06:00
Speaker 2
([silence])
06:00
Speaker 1
[silence] What did you say on the outlet? Okay, I'll plug both them in. [silence] Okay. So they just were plugged in. I have a [silence] they're plugged into the same uh power strip that's three feet apart. Uh, let's see. [silence] Okay. Oh, fun.
07:00
Speaker 2
Do you have an option to plug them to a wall power outlet or power strip?
07:00
Speaker 1
okay they're blinking blue [ silence ]
10:00
Speaker 2
And what is the light indicator of the child nodes? Okay, so let's just wait for both devices to fully boot up.
10:00
Speaker 1
Okay, they now went from blinking blue to blinking red. Is that part of the [unintelligible] goal?
11:00
Speaker 2
Okay. Can you please-yeah can you please press and hold the reset button each of the notes are for 10 to 15 seconds. So make sure the light blinks red, goes off, turns to solid blue, then let go the reset button when the light turns to solid blue. What is the light indicator of the node that just reset? [silence]
11:00
Speaker 1
Yeah, they're blinking blue now.
13:00
Speaker 2
Is it blinking blue now? Okay, so let's wait for both devices that they're in solid blue.
13:00
Speaker 1
Okay, both are now cold blue. [silence]
14:00
Speaker 2
So they are both solid blue now. Okay. Since all your lynx devices are solid blue. They are ready for set up.
14:00
Speaker 1
Okay Okay So Grabbing that. Hit the reset button five times. One two three, four Five.
15:00
Speaker 2
So let's proceed to set up your LinkedIn devices by using the Five Press method. Okay, so go to the parent nodes, sir. Then, press release the reset button of the parent notes five times within five seconds. [silence]
15:00
Speaker 1
Okay, it's now blinking white. For 25 minutes. Oh, three to five minutes. Okay. Thank you. Oh, so I- so- now we wait for the child modes to do what?
16:00
Speaker 2
Okay. So let's just observe that for 30, some minutes for the tidal process. Three, up to five minutes. Yeah. You're welcome. So it will let me know, sir, once the child mode are start blinking, okay? Start blinking. Because they will automatically
16:00
Speaker 1
Oh, like the parent, we wanted to start blinking white. I'm observing
17:00
Speaker 2
cleanly set up using the five breaths method. but no need to do anything. Only need to just observe. okay.
17:00
Speaker 1
Okay, both child nodes are blinking white. What was the last word?
18:00
Speaker 2
okay, that's good. So all we need to do is to wait for them to turn solid white, hopefully. Let's just wait for all devices to turn solid white, yes.
18:00
Speaker 1
So the service is spelled INTEEL L I.
19:00
Speaker 2
And while waiting, sir, your internet service provider is still and still up, right?
19:00
Speaker 1
POP Intelipop? [silence] I got it from Amazon. [silence] All blinking white seal.
20:00
Speaker 2
and so, did you buy the devices from us linksys and what is the light indicator of the parent node and child node and so, that's good. So, just keep on observing it [silence]
20:00
Speaker 1
[KEEP_UNCERTAIN] [silence] The parent just went to solid white. [silence] And the design nodes are solid white as well. [silence] So next year by [silence] I will have had him for three years and I guess your the warranty is [silence] If if it were if it were up like [silence] right right today, would you
21:00
Speaker 2
[silence] Okay, that's good. [silence] Keep on observing it. [silence] Yeah, you're still there
21:00
Speaker 1
[silence] would you help me through this, which we just did, and how much it be? Okay, my question is this, let's say it's 2027 past February, and I have this same problem, can I, can, would you take the call and how much would you charge? About 15. Okay, yeah, but but,
22:00
Speaker 2
actually sir you're still in warranty so the warranty will be going to expire February 16th 2027 so you still have lots of time so we can [silence] um at at the at at at the moment sir we have $15 but might be there's some changes yeah but might be there's some changes so maybe we can still support you it still depend with our process but as of now sir I cannot guarantee if we offer a support that time
22:00
Speaker 1
Okay, so what you're saying is a year from now if it goes off, you'd, you'd help me but it would cost $15 or so. You can't guarantee the rate just so I know. Okay. good, that's what I needed to know. All three are still solid. Why? Okay, I'm going to use my computer. Do a speed test by ukla.
23:00
Speaker 2
or continue to assist the customer. Yeah. But, yeah, it's okay. But, okay. That's fine. Since you're working, can you please connect a device to your link. And since we reset the router or the parent node, it's backed its default name and password labed on the bottom. and connect a device to it and check if you can access the internet. Sure.
23:00
Speaker 1
Okay. so, all I'll close out of that. Now go. Okay. I have my Google Chrome up. What URL do you want me to put in? Okay. Yeah, I have no idea what you're saying there. Sorry. So, I have my Chrome up. What do I put in the area URL field? [silence]
24:00
Speaker 2
Yeah, make sure you're connected to underscore. Velop setup. which is your Wi-Fi name now and enter your Wi-Fi password labeled on the bottom of the parents node. Yeah, but we need also to make sure that your laptop is connected to the parent node, connected to your Wi-Fi name underscore velop setup. Okay. No need to open a browser. Go to your Wi-Fi settings, make sure your Wi-Fi is off.
24:00
Speaker 1
[KEEP_UNCERTAIN] How do I go to Wi-Fi settings? How do I go to Wi-Fi settings? What do you mean? Yeah. You wanna just say, go to settings , available ., network I Oh, okay. so, go to settings.
25:00
Speaker 2
on. Go to your Wi-Fi. Is that a Mac or Windows? To connect a device, or you need to select your Wi-Fi name, and enter the Wi-Fi password to connect with your Internet. Okay. Yes, and then select Wi-Fi. Network and Internet or network. Then go, go to Wi-Fi. Yeah, and your Wi-Fi name is labeled at the bottom of the parent node, including your Wi-Fi password.
25:00
Speaker 1
and go to Velop, set up, and 40. Yes. Connect automatically. Connect. Okay. Okay, so did you say don't hit that? Okay, so I uncheck connect automatically and now what? So go ahead and click connect then, right? All right. Let me see if I
26:00
Speaker 2
Yes. Is that your wifi name on the bottom of the parents? OK, that's good. Select that. No, do not connect automatically. Make sure to enter your wifi password. Do not connect automatically. Yeah, don't connect automatically. Enter your wifi password or security key. Yeah.
26:00
Speaker 1
noted here what my rapid oh enter the node password let's see okay there it is next very fine in connecting connected secure
27:00
Speaker 2
Yeah, your Wi-Fi password is labeled on the bottom of the parents' node [silence] Okay, check if you can browse or you can access the internet.
27:00
Speaker 1
Yeah? no what what? So I want my original name. Is that what you asked? When you say retrieve, do I just, so just I'll need to enter it in.
28:00
Speaker 2
Okay. Now may I ask, sir, would you like to change your Wi-Fi name and Wi-Fi password as it was? Okay. So, just prefer to use the Wi-Fi name and password labeled on the bottom of the parent note to develop sub? [silence] Or you want your original Wi-Fi name? [silence] Yeah. Would you like to retrieve your original Wi-Fi name and Wi-Fi password? Recovered, yeah.
28:00
Speaker 1
begin okay yes if that doesn't cause problems yes please Windows Windows 11 okay done Chrome is up 19 192 Your connection is not private, should I click Advanced? Advanced. Okay. Proceed to okay.
29:00
Speaker 2
yes 1 1 6 8 that one that one yes and press Enter okay yes click advance then continue to 192.168.1.1
30:00
Speaker 1
Oh, it's taking forever. Okay. [silence] It's just a blank white screen right now. Oh, it's coming. It's just taking forever. Checking for internet. Internet connected. Enter your router's password to proceed. [silence]
31:00
Speaker 2
and and it takes you to a page that shows your connection is not private or keep your Wi-Fi handy. What are the options shows on the next page? okay can we use the default admin password all lower case a d m i n to log in or to sign in. [silence]
31:00
Speaker 1
Okay, so okay A D M I N. all lowercase then click next invalid password A. B M what? oh don't use admin use the password at the bottom of the so not admin use password
32:00
Speaker 2
Yeah, all lowercase. Yes. Okay, how about the password labeled? Yeah, no. No need. you need to type that one again. Use the password labeled on the bottom of the parent's node. If it works- Yeah you see- On the bottom of the parent node. Yes. Na admin.
32:00
Speaker 1
On bottom All right. Put that in and now try Nate. ["Okay,] [silence]
33:00
Speaker 2
[silence]. [silence] Yes. Your wifi name and wifi password.
33:00
Speaker 1
okay keep in mind that changing means what's printed out will no longer work okay so i entered down my original wi fi name and password and i'm clicking next guest network network next night mode next all right it's saving changes saving changes
34:00
Speaker 2
Yes. Yes. No need. Turn off that one. Turn off night mode.
34:00
Speaker 1
Okay. Click finish. Okay. Enjoy your Wi-Fi. Do you configure advanced settings? You don't need that, right? So close the browser. Okay. So let's go to settings. And it shows up there that you can connect automatically. Connect. Connect it. Secure.
35:00
Speaker 2
Yes. Yeah. Yeah, try to reconnect your computer, sir, to the new Wi-Fi name and Wi-Fi password. No need. Make sure to enter your Wi-Fi password. Okay. Okay. And then check if you can browse, you can access the interface.
35:00
Speaker 1
Okay. I like to link to like that works now. If you don't mind, I'd like to now go get my iPad to see if that's going to work. Just a second. Oh, that seems to work. Now let me try my phone. Well, that doesn't seem to work. So, okay. [silence] Okay. Looks like my Wi-Fi [silence] Well, I didn't turn my Wi-Fi on. I did a direct connect there. Let me Let me do that. Go to Okay. [silence] Okay. My computer and phone and iPad seem to be working. Thanks for your help. [silence] Oh, okay, yeah, thank you. So just unplug them and plug them back in.
36:00
Speaker 2
Your welcome sir, and you may now proceed to relocate the child nodes back to its original placement or location.
39:00
Speaker 1
Perfect. Great. Have a good day. Thanks for your help. Would you
40:00
Speaker 2
Yes. Exactly. So, all they need to do is just to unplug and replug them. No need to do anything. Okay. Yeah. Well, come to and have a great day also. Bye for now, Bruce.
40:00