V2 Rubric Detail — 2adbca00-6be9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:14
Duration
8m 26s
Contact
Omar Shahab
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134040
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall58.5% (+22.5)

V2 Grader Summary

The agent correctly identified the node as part of a Community Fiber bundle and directed the customer to the ISP for replacement, demonstrating proper resolution path judgment. However, full troubleshooting was not completed — tools like the admin UI or 5-press method were not used, and empathy was limited. The outcome was reasonable but not fully validated, resulting in a partial resolution.

V1 Case Analysis

Customer reports child node not pairing; LED cycles solid blue → flashing blue → solid blue; default SSID not visible. Agent performed incorrect reset and did not attempt Pair button or 5-Press method. Advised to contact ISP for replacement.

Troubleshooting Steps
  • Power-cycled both parent and child nodes
  • Attempted factory reset by holding reset button ~20 seconds (incorrect procedure)
  • Checked for default Wi-Fi SSID (CommunityFiber_10GB_360)
Key Observations
  • Agent did not verify the model number, which is critical for determining the correct reset and pairing procedures.
  • Reset instruction (hold until top LED turns off) contradicts KB guidance (10–15 seconds for most models).
  • No attempt to use Pair button or 5-Press method, both standard for Velop mesh systems per KB.
  • LED behavior (solid blue → flashing blue → solid blue) suggests a boot loop or firmware issue, not necessarily hardware failure.
  • Directed customer to ISP for replacement without confirming device ownership, warranty, or support eligibility.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected customer contact information for follow-up.
  • Attempted a basic troubleshooting step (factory reset).
Agent Errors / Gaps
  • Incorrect factory reset procedure: KB specifies 10–15 seconds, not until LED turns off.
  • Failed to attempt standard pairing methods (Pair button or 5-Press) as required by KB for Velop systems.
  • Misdiagnosed hardware fault without validating LED behavior per KB (solid blue followed by flashing blue indicates boot loop, not hardware failure).
  • Did not verify model number, which is critical for protocol and accuracy.
  • Directed customer to ISP for replacement without confirming warranty, support eligibility, or device ownership.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent concluded the node is likely defective and directed the customer to contact Community Fiber for replacement, but did not confirm resolution or verify if the issue was truly hardware-related through full diagnostics.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only attempted a reset and SSID check; did not try 5-press, Pair button, web UI verification, or signal strength assessment — all documented in KBs as necessary steps before declaring hardware failure.
R3 Met Correct resolution path conf 90%
Agent correctly identified that a bundled ISP unit requires replacement through the provider, not Linksys, and gave accurate next steps despite limited troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (solid blue, no pairing) and collected serial number, but failed to ask about firmware, placement, parent node status, or prior successful operation — key to narrowing root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin dashboard (http://myrouter.info or http://192.168.1.1), app status, or network scan tools — all appropriate and necessary for diagnosing node connectivity issues.
T3 Met No misinformation conf 95%
Instructions given (hold reset until LED off, check for default SSID) align with KB procedures for SPNM60/62 and similar models; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided the reset attempt but had long silences, abrupt transitions, and did not set expectations about process or timeline, reducing call control.
C2 Met Confirmed understanding conf 90%
Used simple language, repeated instructions clearly, and confirmed understanding; adapted well to customer’s verbal cues and pace.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Took ownership throughout, did not transfer, and provided a clear external resolution path despite limitations in troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Provided ISP contact number but did not clarify expected timeline for replacement or offer follow-up options, leaving customer without clear next-step certainty.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No internal escalation was performed and none was warranted — agent provided an external resolution path consistent with product ownership.
E2 Not Applicable Escalation prep & handoff conf 100%
No internal escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Minimal empathy shown; brief 'sorry' was present but not tied to customer frustration over repeated failed attempts and device malfunction.
X2 Partially Met Tone & rapport conf 85%
Maintained basic engagement but did not adjust tone or pacing to reflect customer’s anxiety; communication remained transactional and flat.
X3 Partially Met Overall experience conf 80%
Collected necessary info but made customer wait during lookup and repeated prompts; could have streamlined by using known ISP bundle behavior earlier.
Call Transcript16 turns · 17 lines
Speaker 1
uh hi um so i'm having uh connectivity issues with my child node so um on sunday morning um uh like my child my child node um stopped working so then um i tried uh turning off and on both the child and the main nodes um for a few minutes but um that still wasn't working so then um i tried holding down the reset button on the nodes but the light wasn't changing at all and then uh and then after that i tried
00:00
Speaker 2
Welcome to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. All right, thank you for calling linksys, this is Gigi, how can I help you today? Uh. Hmm. Uh. [silence] Mm.
00:00
Speaker 1
[silence] [silence] unpairing the node on the app so that I can pair it up. again. But then uh when I try pairing it again it said that there's no node nearby. There's only the main node and this one child node. That's it. Yeah. Yeah. Uh community fiber. Yeah. Yeah. So um it goes from solid blue and then it starts flashing blue and then it turns back to solid blue and it keeps just repeating over and over again and the light doesn't change.
01:00
Speaker 2
Mm-hmm, I see. How many nodes you have in total, sir? Two nodes. I see and, um, may I know who is your internet provider, sir? Community Fiber. Okay. So, um, before we proceed, are you mentioned earlier that you tried to reset the, um, you tried to reset the, the node, right? And it says what color, sir? Solid blue. Mm-hmm. Okay, so now.
01:00
Speaker 1
Uh, well, I tried doing it for uh 20 seconds, like that didn't work. So then I kept like holding it uh to see if anything would happen, but nothing happened. Uh, yeah, it's um 65N 10M 2AE 06151. Yeah. Right. Um it's 07.8: to
02:00
Speaker 2
How long did you press the reset button sir? Mm-hmm, I see. May I have the serial number of this node sir please? Thank you. Let me just check on the exact unit here, just give me a couple of seconds, okay? Okay, so while we wait here I may have your phone number just in case we get disconnected.
02:00
Speaker 1
7860514. [silence] Omar Shahab. [silence] Yes. [silence] omarshahab07@gmail.com. [silence] Yes. [silence]
03:00
Speaker 2
5-1-4, okay. How about your first and last name, sir? Mhm. Is it spelled H-H-A-H-A-B? Got it, thank you. How about your email and your address? Okay, so first name, last name, 07. at gmail.com. Okay, thank you, sir. Let me just take note of that. [silence] Okay. Sir, uh, we will try to do one more reset here. And uh, let me uh, we will check sir, if that node will change color. Okay. Okay. Can you please press and hold the reset button for until the light on the top turns off? So you have to observe the light on the top. Let me know sir, if it turns off.
03:00
Speaker 1
yeah no still doing the same thing yeah [silence] okay [silence] yeah yeah [silence] yeah
05:00
Speaker 2
same thing okay so since you did a reset since you already did a reset sir uh we will give it 30 seconds then we will check check to see if the default name will show up on the um list of available networks okay so just give it let's just give it 30 seconds more sir okay and um go to the settings of your phone settings of your phone on the list of available Wi-Fi networks uh okay look for the community fiber 10 GB underscore 360 uh
05:00
Speaker 1
underscore 360 yes, not here. No. Yeah, yeah. Yeah. Yes. [silence] Yeah. Yes. [silence]
06:00
Speaker 2
' Yes. CommunityFiber, 10GBсив60. Right. It's not showing up. Okay. well, just seems to that there is a defect or this device here or this node is already defective. You mentioned earlier that when you did the reset for 20 seconds or more, it just stays a solid blue. And right now, sir, when we did the reset, uh we tried to you tried to reset it until the light at the top turns off. But it did not turn off. And the wifi name sir is not showing up. Okay. So, sir,
06:00
Speaker 1
Okay, thank you. Sorry. U, uh, nol, can you please give it to me? Yeah, I'm with you. Yeah. Hey, uh, hey, uh, Joyce.
07:00
Speaker 2
for, uh, for, uh, for this unit, sir, for the replacement of this unit, this is actually a bundle unit from community fiber. So, uh, you have to get in touch with damster, let them know about this snow that is not working. They will be able to, um, to replace this one for you. Okay. do you have their number, sir? Do you have their number, community fiber number? No? Yes, yes, of course. Let me know if you're ready, sir. Okay. So, it's 0800 just give me a few seconds, okay. Um, 0800. I'm sorry.
07:00
Speaker 1
Yeah. Thank you. Thank you. Okay. Thank you. Thank you. Yeah. You too.
08:00
Speaker 2
08 082 0770. Yes, that's PARCOM AT5. Sure, just let them know about that, and they will be able to, uh, replace this one. Okay, you're welcome, sir. Have a good day. Stay safe.
08:00