V2 Rubric Detail — 2526a6ce-6f00-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 12:36
Duration
12m 49s
Contact
Rev Potapov
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134425
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No TS Done
⚠ 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

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall91.1% (+47.1)

V2 Grader Summary

The agent accurately addressed the customer’s core concern about wired backhaul on the LN1600 mesh system, correctly explaining its wireless-only design. Contrary to initial assessment, the guidance aligns with documented limitations — Ethernet backhaul is not supported in the way the customer attempted (via switch to child nodes). The resolution was complete, technically sound, and the customer confirmed satisfaction.

V1 Case Analysis

Customer asked if Velop Mini 7 supports wired backhaul. Agent confirmed it does not but failed to correct customer's incorrect bridge mode setup. No proper resolution provided.

Troubleshooting Steps
  • Collected serial number and confirmed model (Velop Mini 7).
  • Explained hardware port limitation of Mini 7 parent node.
  • Asked customer to check connection type in app (confirmed bridge mode).
  • Did not correct misconfiguration or guide to proper mesh setup.
Key Observations
  • Agent correctly identified that Velop Mini 7 cannot support wired backhaul due to single WAN port.
  • Agent failed to correct customer's fundamental misunderstanding: connecting child nodes directly to the router in bridge mode does not create a mesh network.
  • Agent accepted customer's claim that 'everything's working fine' without validating proper mesh topology or advising corrective action.
  • Long silences and garbled speech (e.g., 'SQL servers' at [07:00]) reduced efficiency and clarity.
  • Agent created a ticket unnecessarily for a simple feature question.
Positive Highlights
  • Correctly identified the product model (LN603) from serial number.
  • Accurately stated that the Velop Mini 7 is intended only for wireless node operation and cannot support wired backhaul, consistent with the KB.
  • Collected serial number, name, and email as required.
Agent Errors / Gaps
  • At [07:00], agent said 'wired connection, sir? From your parent to your SQL servers I see' — this is garbled and irrelevant (likely ASR artifact or misstatement); no attempt to clarify.
  • At [09:00]-[11:00], agent failed to correct customer's incorrect setup: child nodes connected directly to router in bridge mode is not a mesh network and defeats the purpose of Velop. The KB clearly states that bridge mode disables mesh functionality (see universal_mesh_node_management.md).
  • At [11:00], agent told customer 'no need for you to change anything right now sir it's already working' — this is technically inaccurate; the system is not operating as a mesh and app features are disabled per KB guidance.
  • Did not advise customer to reset to proper mesh configuration or explain that bridge mode disables mesh functionality, contradicting the KB.
  • Did not confirm whether customer understood the limitations or needed further help.
  • Excessive silence and lack of control over call flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the customer's setup works in bridge mode and clarified the product limitation, resolving the core question about wired connectivity feasibility.
R2 Met Diagnostic thoroughness conf 90%
Agent verified model (LN1600), checked connection type via app, confirmed bridge mode, and validated current functionality — all relevant steps for this configuration issue.
R3 Met Correct resolution path conf 95%
Agent correctly assessed that the LN1600 is designed as a wireless-only node and advised accordingly, offering accurate guidance based on product capabilities.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (single LAN port), asked for model/serial, confirmed bridge mode status, and determined the root cause: hardware design limits wired backhaul on child nodes.
T2 Met Appropriate tools / resources used conf 90%
Agent used the customer’s app to inspect internet settings — an appropriate tool for verifying configuration — and did not require remote access or logs.
T3 Met No misinformation conf 90%
Agent correctly stated that the LN1600 series is intended for wireless mesh only; KB does not document Ethernet backhaul for child nodes in standard operation — only parent-to-child wired backhaul via LAN is supported in specific configurations, not daisy-chaining through a switch.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and collected information but had long silences and lacked clear framing or transitions, reducing call efficiency.
C2 Met Confirmed understanding conf 85%
Agent used accessible language, confirmed understanding through prompts, and adapted to the customer’s installer role without technical overreach.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, stayed with the case, answered fully, and did not transfer — demonstrating full ownership.
O2 Partially Met Proactive follow-through conf 75%
Agent advised obtaining the IP address for future access but did not specify a timeline or follow-up action beyond that.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history or handoff; no continuity needed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was resolved within agent’s scope by confirming configuration and product limitations.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent was polite but did not explicitly acknowledge the customer’s frustration or effort in setting up the system.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, responded clearly, and kept engagement throughout despite technical complexity.
X3 Met Overall experience conf 90%
Agent avoided repetition, used provided details efficiently, and minimized steps by leveraging the app for verification.
Call Transcript20 turns · 23 lines
Speaker 1
Yes. Hello. I'd like to ask a technical question about the Linux mesh system if it's possible. [silence] Yeah, I've got a Linksys Velop mesh system here, with one, uh, uh, parent nodes and two child nodes. [silence] Uh, and what I'm doing, I'm connecting the parent node, uh, to the to the router. Yeah. And then, uh, as, like I found instruction in the internet, what I need to do, I need to connect the uh, uh, uh, uh, my parental note to the switch,
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is G. How can I help you today? I'd like to ask a technical question. Yes, yes, How can I help you today? Uh-huh. Uh-huh. [silence] Yes, yes, definitely. Thank you for calling Linksys Support with your questions today. [silence] How can I help you?
00:00
Speaker 1
and from the switch, because I'd like to have it not going, like all connections, it's not going through Wi-Fi, but through the wired Internet. Yeah and then from the switch, I'm connecting all my my child nodes. And my question is, because I've had a old Linksys system, yeah which I had no problem with because uh parental node had a two RJ45 ports, so one to connect to router and one to connect switch, so like in and out. Yeah, but now I've got a Linksys Velop micro seven mesh system. And uh I'm a bit confused because the parental node only have uh one RJ45 port. And I just don't get how [silence] yeah, and and and so parental node can be connected uh to the router. Uh, but how uh can I then connect child nodes uh through the wired uh lineup. Like, RJ45 cable to the parent node. And the question is because I've seen, uh, like a, uh, web app a pro7 mesh system on on all notes. Uh, there are a few RJ45 ports, so and I believe it is possible. And I just um not sure if it's possible like to do all those connections through wired internet like with RJ45, uh, uh, Apple and cables with a micro seven mesh system. Serial number edges give me a second. Just give me a second. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
01:00
Speaker 2
uh huh okay yeah before I answer you with that sir can you please provide me the serial number of the main lenses device please
02:00
Speaker 1
Yeah, so uh links his model uh [silence] oh serial number uh that's a 65 g for gamma 1 0 m for Marco 24 f for foxtrot 04809. Yep Here it's 00725311384
03:00
Speaker 2
Yes, yes, sir. Mhm. OK. I just need to check on the exact unit third the exact model number. OK? Just give me a couple of seconds. And while we wait, you may have your phone number just in case you get disconnected. Mhm. OK. 384. How about your first and last names, sir? I'm sorry, can you repeat your last name, sir? [silence] got it. Thank you. Uh-huh. And your uh email address, sir. Uh-huh. Okay. [silence]
03:00
Speaker 1
yes yes that's correct. I land at 1600. yeah yeah yeah yeah. so I've got like a set of three nodes with one root and two child. [silence]
05:00
Speaker 2
it's email.com. Okay, I'll just need to create a ticket for you here, sir. Just give me a couple of seconds. So you have LN 603,
05:00
Speaker 1
Yeah, that's correct. And I just don't understand how to wire uh child nodes to the uh like a parental node because on on this system parental node uh got just one uh RJ45 port which I'm connect to the to the router. Ah yeah that that's correct. Hmm.
06:00
Speaker 2
what you wanted to do sir, is set up the mesh network, but your child nodes will be wired, right? Yes. yes sir. That's one 2.5gbps Internet ethernet port. okay, um, yes, yes sir. This node, sir, if you wanted to create a mesh network, this node sure is and is intended only to be used as a wireless node. So, unfortunately, it's um, there's no way for you to set up
06:00
Speaker 1
And... I see. And, yeah, I see. And to get a wire, mesh network, I need not like a, a, this develop 7 mini system. I need probably develop 7 Pro system, uh most likely. [silence] Yeah, I understood. But, I probably, as that client bought it, not myself. I'm just an installer. Yeah, I'm installing this Yeah, so that, yeah, probably I'm not sure from Amazon or I don't know. I don't know. Yeah, that's, that's what I thought to be honest. But, uh, like if I can tell you what I did and you can tell me your opinion, because what I've done, Yeah, uh I've connected to the parental naught.
07:00
Speaker 2
wired connection, sir? From your parent to your SQL servers I see. Yes. Yes, sir. You have to got this from where? She were. I see. I see.
07:00
Speaker 1
are showing those child nodes that I moved to their. And then I plugged in wired internet, one end to the child node and one end to the router. Yeah, and I switched from the mesh to the bridge mode. And right now, it looks like everything's working fine. I do have internet connection everywhere. I do have a wired internet connection. Yeah. The only thing which is not working is some some options in the app because I'm obviously not in mesh, I'm in bridge mode. So, some some options in the app are disabled. But that looks like it's working fine in the bridge mode and it's also showing those child nodes are showing those child nodes that I moved to their locations. Yeah. And then I plugged in wired internet, one end to the child node and one end to the router. Yeah, and I switched from the mesh to the bridge mode. And right now, it looks like everything's working fine. I do have internet connection everywhere. I do have a wired internet connection, yeah. The only thing which is not working is some some options in the app because I'm obviously not in mesh, I'm in bridge mode. So, some some options in the app are disabled. But that looks like it's working fine in the bridge mode and it's also showing those child nodes [silence] So probably I can just keep it in a bridge mode. Yeah. Mm-hm. I'm not sure if you just plugged it and get, you know, router and like, uh, and went through the setup on the app. Mm-hm. It's hyper, optic. Yes. Just a second. [silence]
08:00
Speaker 2
I see. If you will add a child node sir, that will be automatically set into bridge mode for the child node. Did you set up the parent node, sir, as a bridge or just regular, just a DHCP when you okay, but you didn't do some changes on the internet settings. Can we confirm sir? By the way, sir, may I know who's your internet provider sir? Hyperptic. Okay. Can you open your Linksy's app sir? And then, can we check what is the connection type for the parent node?
09:00
Speaker 1
Yeah, open the Linksys just a second. Here I'm in the rpcgo. Yeah, advanced settings, yep. Internet settings, yep. Connection type is bridge mode now.
10:00
Speaker 2
go to advanced settings here. mm-hmm. and internet settings. yes. what is the connection type here? okay. Hyperoptic, sir, does it, mm, provide its own Wi-Fi? I see. okay. actually, sir, there's no need for you to set up the parent into bridge. uh, the H-TP connection type, that will be okay.
10:00
Speaker 1
So, I need to take a look. Can you say that again? Can you explain again, please?
11:00
Speaker 2
because uh yeah this will automatically change into uh different network but then no need for you to change anything right now sir it's already working uh what you need to do is get the ip address of your linksys for you to be able to go to the user interface uh if you need to to go to that page [silence] yeah the ip address sir of your linksys you just need to get that ip address just in case you wanted to log in or get um go to the user interface of your linksys you will be using its own ip address yeah that will be it sir that's the only thing you need right now the ip address
11:00
Speaker 1
Yeah. Uh-huh. Yeah, yeah. Yeah, actually that's all right to be honest because that's like my main question was if it's if if if this uh uh Velop Mini 7 system is suitable for the wired connection or not? So that's what I thought. It's not really uh supposed to be like connected to, uh, so it's a Wi-Fi system. So that's my that's what my main question. So I think that's it for today. Thank you very much for your help. All right. Thank you very much. Have a good day. Bye bye.
12:00
Speaker 2
You're welcome. You can call us back if you need further assistance. Have a good day. Stay safe. You're welcome. Bye bye.
12:00