V2 Rubric Detail — 281d3e9c-813e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:45
Duration
35m 43s
Contact
215-870-3597
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137512
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 (4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp1.43/5
Overall81.3% (+9.3)

V2 Grader Summary

The agent successfully resolved the mesh network issue through appropriate troubleshooting (R1,R2,R3 Met) and technically accurate guidance (T1,T2,T3 Met). While ownership was strong (O1 Met) and case continuity maintained (O3 Met), communication lacked empathy (X1 Not Met) and had occasional clarity issues (C1,C2 Partially Met). No escalation was needed as the issue was fully resolved on the call.

V1 Case Analysis

Customer's Velop mesh lost Wi-Fi due to faulty main node. Reset child nodes, replaced main node with extender via 5-press reset, and restored connectivity. Customer confirmed resolution.

Troubleshooting Steps
  • Confirmed serial number and mesh topology (3 nodes)
  • Instructed relocation of child nodes within 5ft of main node and power-cycled them
  • Guided reset of each child node by holding reset button until LED turned off
  • Identified main node failure when it stopped broadcasting Wi-Fi
  • Directed replacement of main node with extender and performed 5-press reset on new parent
  • Verified Wi-Fi SSID and internet connectivity post-reset
Key Observations
  • Agent correctly applied 5-press reset procedure on Velop mesh nodes per KB guidance
  • Main node failure identified when it stopped responding and broadcasting Wi-Fi
  • Repeated reset instructions caused customer confusion and extended call time
  • Product model number was never obtained despite being relevant to troubleshooting
  • Warranty status and support eligibility were not verified
Positive Highlights
  • Accurately diagnosed main node hardware failure through LED behavior and Wi-Fi broadcast loss
  • Correctly executed 5-press reset procedure on new parent node for Velop mesh re-pairing
  • Guided customer to use Wi-Fi credentials from new parent node's sticker per KB best practices
  • Confirmed resolution by verifying Wi-Fi visibility and internet connectivity before closing
  • Maintained clear, step-by-step guidance despite customer confusion
Agent Errors / Gaps
  • Failed to obtain or confirm product model number before troubleshooting
  • Did not verify warranty status or support eligibility
  • Repeated reset instructions without confirming each step's outcome, causing inefficiency
  • Delayed capture of customer's email until after resolution

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms 'you have now internet and both nodes are already working' and customer expresses gratitude, indicating full resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent systematically guides through node resets, proximity adjustments, 5-press method, and Wi-Fi verification, advancing resolution with logical troubleshooting.
R3 Met Correct resolution path conf 85%
Agent selects appropriate hardware-reset and node-re-pairing path for failed mesh system instead of escalating or blaming ISP.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies flashing red LEDs, checks Wi-Fi broadcast status, and follows logical sequence to isolate faulty main node.
T2 Met Appropriate tools / resources used conf 85%
Use of reset button, 5-press method, timer, and physical placement are appropriate tools; no required tool was omitted.
T3 Met No misinformation conf 90%
Instructions (reset hold, 5-press, SSID from sticker) align with KBs: universal_factory_reset.md and universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintains direction but has long silences, fragmented speech, and unclear transitions (e.g., sudden shift to 'press reset').
C2 Partially Met Confirmed understanding conf 70%
Agent uses simple terms but fails to confirm understanding (e.g., doesn't verify customer knows what 'reset button' is).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns case end-to-end, performs all steps, creates ticket, and does not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 65%
Agent sets immediate steps but does not specify follow-up timeline after ticket creation or next steps if issue recurs.
O3 Met Closure confirmation conf 90%
Agent references serial number provided early and does not re-ask for model/serial, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledges the customer's frustration or expresses empathy; the dialogue is purely procedural despite customer expressing helplessness ('I can't help myself').
X2 Partially Met Tone & rapport conf 70%
Agent adapts by simplifying steps and pacing resets, though tone remains procedural without warmth or active engagement checks.
X3 Partially Met Overall experience conf 70%
Agent reduces effort by guiding remote resets, but customer repeats physical tasks (moving nodes) and struggles to read labels.
Call Transcript50 turns · 59 lines
Speaker 1
so now, maybe, but when it gets really hard, what? I mean... yes, I hope you can help me because I can't help myself so my... my... my links, the... I don't know if you call it a modem or whatever it is, it seems to be out. It's showing just a blue light at the top of the tower and my, you know, my my nest thermostat and stuff is all hooked into linksys and so my my AC and stuff is not working. I just don't know what to do.
00:00
Speaker 2
Thank you for calling Linksys. Support, this is May, how can I help you? [silence] Got it.
00:00
Speaker 1
Where will I find that? Oh, I see okay. Just one minute. Is it okay because it's it's written upside down. Is it okay to pull out the the cables going to the and let me see if I can read it. So I can pull out the cable. One second. Okay. So zero number you want model number, right? Not serial. Okay, so it's two zero J T five either zero or
01:00
Speaker 2
Let me see if I can help you with that. Can you have the model number of your linksys device? It's on the sticker underneath your router. That's okay. It's fine since it's not working. So serial number that would do. Hmm.
01:00
Speaker 1
Oh, no, I'm not sure. C, okay, C, 697, 42905. Give me a minute, I'll go get. Yes, or it can be T. It looks like maybe it's one. If you give me one second I could grab my glasses. Or I actually see the model number here. Can you just give me one second to grab my glasses. Okay. I think so, yes. Yeah.
02:00
Speaker 2
It's zero. Uh-huh. Uh what comes after jay for jack? Is it one zero. Um it's okay, it's alright. I was able to check it here now. Indeed, the serial number you provided is the right one. And it shows here you have three packs in total. Three nodes. Is that correct? You have one main node into extenders. And the main node right now, the one that you're looking at, that's solid blue on top. Am I right?
02:00
Speaker 1
[KEEP_UNCERTAIN] see, yes, solid blue, yes, the blue, the blue means everything is fine. Okay, so then I have to look at the other extenders then. Look at the extanders. Is that what you need? Okay. Okay. So, is this the same as the LOP, something, something. Is that the same thing? Okay, so. one extend I'm looking at he is flashing red [silence] okay so do I plug it back in now [silence] oh [silence] I need to put it next to the main node
03:00
Speaker 2
OK, that means it's not connected. You can unplug that one and that should be plugged in right beside the main node. Yes, you can plug it back in. Is it still connected in the same area. Or it's right beside the main node now? [silence]
04:00
Speaker 1
Okay, so where do you want me to what plug back in the the extender now? Okay. So it's showing blue, but it doesn't look like it. Does it light up? It's showing blue. Okay. No, it's just uh the
05:00
Speaker 2
Not necessary, just plug it there and kindly stay there, we'll see if the light will go back to blue after 3 minutes. I'll start my timer here, 'cause if it still Yes, please. Turn it back on. Yeah, it will blink blue after so we need to wait a couple of minutes. [silence] It's flashing red right now.
05:00
Speaker 1
a blue solid, but it's not flashing anything. It's no light or anything. Yes. so it's red now. It's red now and flashing, flashing red, flashing red. Okay.
06:00
Speaker 2
And that's uh, you're referring to the child node you just reboote it, right? Okay. There's still no light on top. Flashing or Okay, we, we still have one minute and 33 seconds left. If it will still flush red, then we need to relocate it near to the main node. I'll let you know once the timer is off. [silence] up and let me know as well if the LED indicator shows blue. Okay. Okay, timer is up. Is it still flashing red? Okay. So you have to unplug that node now and bring it right next to the main node within five feet. The closer, the better. Yes. Bring the adapter with you. mmm.
06:00
Speaker 1
Okay. Okay, No. so it's, it's, it's, so it's not. Flashing blue, oh it's just blue but it's not flashing blue. It's so I'm pressing holding it and flashing red while I'm holding it. Okay, holding it. Let's look it's gone off now. It's off. Okay, let's go. Okay, I'll have to go down.
09:00
Speaker 2
now press and hold the reset button on the flashing child node. Just keep holding the reset button until the light goes off on top. Press and hold the reset button. Press and hold the reset button until the light goes off. Let's go after. Okay, let's go now. And check the third node, since you have three nodes in total, check if it's also flashing red.
10:00
Speaker 1
produced those stands for that. So, if you bear with me, please. Thank you. [silence] Okay. The third note is red. Yes.
11:00
Speaker 2
Yes, sure. Take your time. [silence] Third node is solid red. OK. Transfer it as well right beside the main main. Yes, sir.
11:00
Speaker 1
Okay, it's here. It's there.
13:00
Speaker 2
You need to reset that third node to. Same thing, press and hold, and then let go when the light on top goes off. huh you can see you can see Caleb this is a uh
13:00
Speaker 1
second one that I went from just picked up I'm pressing the reset button under it but nothing is okay, it came on red now it's flashing red that's what I'm pressing the reset button it went off Nothing's come back on it's a solid blue and then the first
15:00
Speaker 2
Okay, you can now press the reset button. Press and hold and let go when the light on top goes off. Okay, just wait for it to light up blue. And the first one that you reset, is it now solid purple or pink on top? What's the color? [silence]
15:00
Speaker 1
The extender is solid red. That's so I'm not, I'm talking about the extender. Like the main one is solid blue. Then the first one that I reset is solid red. And the second one that I'm resetting, it's showing nothing right now. It's just dark. No light. Should I be holding that reset button right now or not? Yes, yes, yes. Okay, it is now. Silent.
16:00
Speaker 2
The first one that you reset earlier what's the light status of that node now? Okay, let's wait for that one to turn to steady red as well. You did already right? You already reset the node? Okay, no need. We'll just wait until we'll see a steady red light on that node.
16:00
Speaker 1
Steady red on both the Extenders.
17:00
Speaker 2
okay, go to the main node now and then press the reset button five times, the main node that is solid blue, okay? Press, release, press, release five times. Okay, and the child nodes nearby, they will flush as well.
17:00
Speaker 1
No, they're not. They're solid red.
18:00
Speaker 2
Both child nodes are flashing now. And they're just within five feet, right, from the main node. Okay, do the five press again on the main node, since they're not connecting. So, press, let go, press, let go, five times, too.
18:00
Speaker 1
I brought them even closer and it's still not, it does not flash. It just stays solid blue.
19:00
Speaker 2
[silence] when the when you press the reset button on the main node, did it flash? Or is it just staying solid red, solid blue?
19:00
Speaker 1
I know it's not a matter of it was bad to go be um. Oh, I'm seeing.
20:00
Speaker 2
Can you please check if you can see your Wi-Fi still? Your original Wi-Fi for links is. Check if it's broadcasting. You can go to the settings of your phone, go to Wi-Fi, and check if you can see your Wi-Fi.
20:00
Speaker 1
Zellop. Zellop Setup 8AA and Zellop Setup A42 on my phone as some of the other networks that are available. It is Linksys. That's right. I'm not seeing Linksys there anymore, because usually I see Linksys there. Oh, oh. Okay. Uh-huh.
21:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] What's your powered name switch before uh when it uh it wasn't powered? Uh working yet but you cannot see it right now uh in Wi-Fi list. Okay [America] All right the belved set you can see in the list are actually um those are your extenders. Two extenders. It's not your main node. [Err] What I'm thinking your main node probably just saying solid blue. [Breaths out] not working anymore and uh try to turn it off and on. We'll see if it will splash or if it'll just stay solid blue. Just switch it off then try to re power it. Mhm, and the fuck is back in. Okay. Try to press the reset button now, press and hold. We'll see if the light will flash. Not doing anything. Okay, that only means your main mode is no longer working.
21:00
Speaker 1
I'm sorry, I even think it seems so. Okay. Okay. Okay, we can get our light set because there's no light coming on or anything. Yes. I have to press reset because there's no like coming on or anything.
23:00
Speaker 2
So, your query is completely removed your original parent node and replaced it now. With one of your extenders. So let's just wait until it will turn to solid red. The new main mode. Let me know what once it will lit up red OK. Solid red. Thank you. [silence]
24:00
Speaker 1
So, like, okay, now, all right, Tim, all right. Yes, solid red. So, it's no orange flashing orange.
26:00
Speaker 2
There's still no lights on top. That your red right. Okay you may now press the reset button on that node five times within five seconds. It's flashing now. [silence] It'll be on while you Okay, good. We'll just wait three minutes max. The ethernet cable, you already plug it to the node, right? To the new parent node. The ethernet cable that runs from your modem. Okay, good.
26:00
Speaker 1
Okay, so now it's... it's solid green. Um the extender is flashing red. Does it mean that the original tower, something is wrong with that... with that tower?
28:00
Speaker 2
How about the extender? Okay, let's wait for that one to turn to green as well. Yes, that's so it's not breaking.
28:00
Speaker 1
[KEEP_UNCERTAIN] suggest these two then that's the ext to the ext the and the we've now made that like the main time, right? so, all right, I could live with that one. The the main problem is you know, my next, it was that, the means, so I have like no air in this house. It's so hot. but when the extender turns grip right now it's flashing, red when it turns green, I can I can move it back to the location and or where should I
29:00
Speaker 2
[silence] You still have internet now its just that you will only have one extender. [silence] uh-huh. Try to connect now to the Wi-Fi that is indicated on the sticker underneath the new main node. The password is also there.
29:00
Speaker 1
What am I looking for? Oh underneath the umain. Okay. So. What could be the password? Look I have links and we had created our own password, I think, right? Oh, just just one second. I have to read stuff with my glasses. [silence] [ électronique ] [ silent ]
30:00
Speaker 2
Wi-Fi name and pass word underneath the new main node, that's your Wi-Fi from now on. That's not anymore your Wi-Fi name and pass word. From now on, it's the one on the sticker underneath the new main node.
30:00
Speaker 1
Okay, so the the the extra extender is now green. So, just trying to make sure should I understand that before you go? So the network will not show up as Lingessis anymore. Okay, so what would it be? This is it the solo number or what? Because I don't know what this would be. I've not seeing it though. That's what I would say. I'll look for it. I can't see it.
31:00
Speaker 2
Okay, your have now internet and both nodes are already working. Your Wi-Fi is the one in the sticker underneath the main node, okay? Not, eh, in more. That's what I said. It's the, it's your Wi-Fi is the one in the sticker underneath the new main node, okay? That's your Wi-Fi and the password is also there.
31:00
Speaker 1
Okay. Is it. Oh, I see. Oh, okay. I see. So, I should, it would, it would my next term stat automatically fine that or not? Would my next dish stat fine the new Wi-Fi. Uh-huh. Ah. I have to reset it. Okay. Okay. Okay. All right. And, and it's okay to move the first extender now back, back to its, collet, position. Thank you. Thank you. Thank you very much. No, not anymore. No. It's Wendy. Does your Wi-Fi have a different service, or it's a different name?
32:00
Speaker 2
What's your question? You have to reconnect. You have to reconnect. it's using the new Wi-Fi. Yeah, extender now. Yeah, that's already connected online. You're welcome. I just need to create a ticket here. Is this your email? That's Desmond Thompson 5@ gmail.com. Okay, what's your active email now? [ silence]
32:00
Speaker 1
W... N... W! Sometimes. H, H like house. W h.h dot T-H-O-M-P. Not offer last name, just THOMPI. W-H and dot T-H-O-M-P at gmail.com. Michael Grundy. Xfinity. That's it. And so now one of the V-LOP numbers has disappeared. That's because we've now changed, we now just have the one extender, correct?
33:00
Speaker 2
uh-huh uh-huh okay and what's your first, middle and last name? okay and video internet service provider, video that's okay i'll just create a ticket here and uh, yeah, you don't have any other concern, Wendy. That's it only. it's because you
33:00
Speaker 1
Mm-hmm. Mm-hmm. Okay. Okay. Okay. Okay. Okay. All right. I will go and get the name of it. I just can't read it right now. on the thing there on the password. Thank you. when I look if I if I log on in my app on my phone, I would still what what the same app would work, right? The the Lynxis app on my yes. Oh hi. Okay. Thank you. No, no this is good. Thank you for helping me. I appreciate that. So the the the first
34:00
Speaker 2
Extender there is now part of your first Extender, it's like the name of the second node disappears. It's because the Wi-Fi you're using now is coming from the main one, the new main node. Okay. You're welcome. You take care then we'll. Uh, yeah, but just log in using a router password only, just the router password, not the account. You're welcome. You don't have any questions. That's it. [silence]
34:00