V2 Rubric Detail — 2d3fa388-7fc2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:25
Duration
27m 10s
Contact
248-961-4664
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137149
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Child Nodes Lost Connection to Network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.62/5
Communication2.50/5
Ownership1.07/5
Escalation0.00/5
Customer Exp1.79/5
Overall22.4% (-33.6)

V2 Grader Summary

The agent failed to resolve the issue due to a critical technical inaccuracy: not recognizing the mixed-generation mesh (MX2000 and WHW03) and omitting firmware compatibility checks. Troubleshooting was incomplete, no escalation occurred, and the customer was left without a path forward. Despite polite communication, the lack of technical accuracy and follow-through resulted in an unresolved case.

V1 Case Analysis

Customer unable to pair MX2000/WHW03 child nodes to parent; 5-press method attempted but nodes remained red with no resolution or next steps provided.

Troubleshooting Steps
  • Collected model and serial number of parent node (MX2000)
  • Verified parent node LED was solid blue
  • Instructed 5-press pairing method on MX2000 parent node
Key Observations
  • Agent correctly identified and instructed the 5-press pairing method for MX2000 (Intelligent Mesh model), which aligns with KB guidance.
  • Agent failed to verify whether child nodes successfully paired after the 5-press procedure or confirm LED state changes.
  • No additional troubleshooting steps (e.g., resetting child nodes, moving closer to parent, checking model compatibility) were suggested after initial failure.
  • Call ended without summary, next-step plan, escalation, or callback despite unresolved issue.
Positive Highlights
  • Correctly identified the MX2000 model and applied the appropriate 5-press pairing method for Intelligent Mesh devices
  • Collected basic device information (model and serial number) at the start of the call
  • Maintained a polite and professional tone throughout the interaction
Agent Errors / Gaps
  • Failed to confirm whether child nodes successfully paired after executing the 5-press procedure
  • Did not suggest resetting child nodes or moving them closer to the parent after initial pairing attempt failed
  • Provided no clear next steps, escalation path, or callback option despite unresolved technical issue

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The child nodes remained in blinking red or blinking blue states after troubleshooting; no confirmation of successful mesh rebuild or connectivity was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
The agent initiated troubleshooting by checking LED states and attempting the 5-press method, but skipped critical steps like verifying firmware compatibility, checking for mixed mesh generations, and confirming node readiness (solid purple). The process was not logically sequenced or comprehensive.
R3 Not Met Correct resolution path conf 95%
The agent failed to identify that the customer was using a mixed mesh network (MX2000 and WHW03), which requires specific setup rules. The agent did not confirm whether the parent was the correct generation (Intelligent Mesh) or check firmware versions, leading to incorrect pairing instructions.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
The agent did not identify the root cause: a mixed-generation mesh network with potential firmware mismatch. No diagnostic questions were asked about model differences or prior resets. The assumption that all nodes were MX2000 was incorrect and went uncorrected.
T2 Partially Met Appropriate tools / resources used conf 85%
The agent used the 5-press method appropriately for MX2000 and WHW03 models, which are supported per KB. However, they failed to use the web interface to verify network topology or firmware, which would have clarified the mixed-mesh issue.
T3 Not Met No misinformation conf 95%
The agent incorrectly assumed all nodes were MX2000 when the customer later identified WHW03 models. This led to technically inaccurate guidance, as pairing behavior differs between generations. The agent also did not warn about WHW03 firmware version incompatibility (v1 vs v2), a critical omission per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
The agent maintained basic call control and asked for model/serial numbers, but lost direction when the customer revealed different node types. Transitions were weak, and the agent did not reframe the problem after discovering the mixed mesh.
C2 Partially Met Confirmed understanding conf 80%
The agent used plain language and confirmed understanding at points, but did not adapt to the increasing complexity of the issue. When the customer struggled with distant nodes, the agent did not adjust pacing or simplify instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
The agent took ownership initially and attempted resolution, but did not escalate or adjust strategy when the problem scope expanded (mixed mesh). No transfer occurred, but the agent failed to fully own the technical complexity.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timelines were established. The agent did not specify what to do if nodes failed to pair or how long to wait. There was no follow-up plan or escalation path offered.
O3 Not Met Closure confirmation conf 90%
The agent did not reference prior history (customer worked with Comcast) or use the information to inform troubleshooting. When the customer mentioned multiple node types, the agent did not update their understanding or document the change.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation was warranted due to the complex mixed-mesh pairing failure after failed troubleshooting, but the agent did not escalate. The issue required higher-level expertise or escalation path that was not initiated.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was executed on this touch, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
The agent was polite and patient, but did not acknowledge the customer's frustration or repeated efforts with Comcast and node resets. Empathy was generic, not specific to the customer's situation.
X2 Partially Met Tone & rapport conf 80%
The agent matched the customer’s pace initially but did not respond to cues of confusion when nodes failed to pair. The customer had to self-direct parts of the process (checking model numbers), indicating disengagement.
X3 Not Met Overall experience conf 90%
The customer had to repeatedly provide information (model numbers, node locations) that could have been organized more efficiently. The agent did not reduce effort by guiding a systematic approach or using known compatibility rules.
Call Transcript26 turns · 37 lines
Speaker 1
Here, Carla. How are you doing this afternoon? I am super fantastic. Hey my name is Liz from LifePoint Church and we've been a customer of you guys for a while. I have been experiencing uh some problems with my velop network has been going down over the last three weeks and I was hoping you could help me troubleshoot it. I spent all day working with Comcast yesterday which is our gateway and we've resolved any issues with uh Comcast. I
00:00
Speaker 2
[silence] 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. [silence] thank you for calling Linksys. This is Karla // wellbey. All right. I'm good. Sure. How about you? [silence] uh-huh.
00:00
Speaker 1
And I'm trying to redo my Velop system, my mesh network and I cannot get my nodes to find the parent node. So my child nodes, I can't get it to reconnect to the parent nodes, any of them. one I'm looking at right now is, this is the parent, uh, It is, uh, where is the serial number? There it is. Let me check a quick picture of it so I can make it a little bit larger.
01:00
Speaker 2
uh-huh. uh-huh. Okay. Okay. So before we can start for any troubleshooting, allow me to create a record for this call. Can you have the model number of this uh, uh, uh, Linksys device that you have? Um, Okay. Okay. How about the serial number? Okay. us we still use that the child. And how many nodes do you have, sir? Oh, okay. Yes.
01:00
Speaker 1
0 Mike 26 Charlie, 1, 1, 538. No, three of them are, the MX 2000 and the others are older. 2000. Yes, ma'am. 24. 961-4664. First name is Larry. L-A-Y. Last name, I'll spell it for you. It's P like in boy, uh, Lima, Edward.
03:00
Speaker 2
okay. okay. and all your devices are all MX 2000, okay so again, we've got three MX 2000, right? okay and can have also your phone number, sir? Mhm. and how about your first name and last name? All right. And how about your email address? Okay. And you may also verify the color of the light on the node right now on the parent node? What's the color? Is it already blue or is it red? Okay. Solid blue. So and the rest, the six child nodes, they're all like, red.
03:00
Speaker 1
the 2000s in front of me, I've been trying to reconnect them individually one at a time back to the parent node and they're just not completing the setup. Yeah, I've got two child nodes with me but none of them are plugged in. Not yeah. None of my notes. Okay, just one, and you want me to plug in both. Okay. Let me do that. And here is my second one. All right. Open. plug it in. Yeah, I'm hoping if I can get these two back up, the rest of the will come back. Sure. All right. Now, the three I've got in front of me again are
05:00
Speaker 2
Mmm hmm. Okay. So right now you've got one child nodes there, right? Okay. and Okay. Can we plug in your notes, sir? Both of swash. Let's wait for that, then I'll check what will be the lights on that node, okay?
05:00
Speaker 1
the the MS 2000. All right. All three are exactly the same. And how is your day going? Yes, it just shows internet and I have been able to connect to the Worldwide Web. I've already tested all of that. The name of the Wi-Fi is going to be LPC_secure. Yes, that's the name I have set up before.
06:00
Speaker 2
Okay. And that's good, sir. Okay. Oh, by the way, um, right now, since the parent node, the light color is already blue, when you connected to the Wi-Fi, it shows internet. And right now, what's the name of your Wi-Fi sir from the parent node? Uh-huh. Is that the name that you have set up before?
06:00
Speaker 1
Yes, that is the parent no. Correct. Okay. Okay. nope, we just finished booting up and both are violent or purple. Do I need to go ahead and try to reset these again or just leave them where they are? They're ready to go. Okay, you ready for me to do? [silence]
07:00
Speaker 2
and you also set up it onto the did you already set up that name to the parent node? So the two nodes right now they're still booting up or all that purple okay no need no need no need to reset since it's already on purple that means they are on the setup mode yeah ready for setup so to add this note here we're going to press the reset button of the parent node five times within five seconds okay so it's like press release press
07:00
Speaker 1
Okay. All right, I am doing that now. One, two, three, four, five. Okay. The child node, one of them is blinking. Okay. And the second child node is now blinking. Uh, the first one is now blinking red and the second child node is now blinking red.
08:00
Speaker 2
release. Okay, so five times within five seconds. Yes. Okay. Okay, then wait until the light on the child nodes will be on, like, does it start blinking now? Okay, that means it's probably, what do you call it, responding to the setup that we made on the parent. Okay. Uh-huh. Okay. Let's just wait for that. That will take sometimes around.
08:00
Speaker 1
You said how many minutes? Oh, two to three. OK, gotcha. OK. Would need to go grab one. I don't have them in front of me. like what?
09:00
Speaker 2
Two to three minutes or more than that. It depends on how the child does communicate to the parent. Okay. And two to three minutes. Okay sir, just wait for the toilet. Can you say remember sir, what's the model number of the other three nodes that you have? Okay. will do that later sir. [silence] Is it still like blinking? Can we go ahead and
09:00
Speaker 1
Just just turn the sound up blue. And the second one is. Okay. Okay. Yes, it's staying. No, it's staying solid.
11:00
Speaker 2
okay. alright let's just wait for that. the one that turns blue right now stays in blue? or is it so, okay. [silence] up. I know. it's her. hold on. him. okay, I'm let's open up the Okay. This one, uh. Oh, that's a motor. So, um, so let's just wait for another mini to serve the puzzle. Oh, then, um, after this, uh. you may just turn it off, and then, um. check the other three nose, sure if they are arm like. What are they? What's the life on the at-arm? three nodes. If they, um, Okay. Okay. Okay. Okay. Okay. Yes, sir, let's observe. Well, observing it, your. Can you try to, put Ben on the other three nodes, Since you've mentioned that you set up the same Wi-Fi settings, okay? On the parent node, there's a possibility if you exactly set up it on the parent nodes before you reset or before you lost internet connection, if you set it up the same way, some nodes will just automatically connect. So turn on the other nodes, let's check if they automatically connect, okay? And please also check what's the model number of the other three nodes, okay? [silence] uh huh Let's okay let's just wait uh huh what's the model uh I'm so sorry Oh um okay
11:00
Speaker 1
checked yeah this one usually can connect via Wi-Fi real easily. It's the closest one. Okay, I just plugged it in, and waiting for that to power up. okay, well, I'm not, it's gonna start playing in. Again, okay
18:00
Speaker 2
on
18:00
Speaker 1
Okay, this one is now blinking blue. Let's wait till it goes solid. You can put me right in blue. Still blowing blue. Yeah, can you hear me? Yeah. Yeah, still blinking blue. Okay, just trying to
19:00
Speaker 2
Okay? Yes? I'm sorry to that. It's blinking blue.
19:00
Speaker 1
All right. Just want solid boop. Watch it for a minute. Okay, just want red going to go back. And just turned back, solid blue. All right, I'm walking to the next one. That's a good sign. I like that. Okay. All right, this next one's just a little bit farther away. But let me take the ladder, here we go. Got it. All right. Let's get over here. All right. All right. All right, okay, let me get the model number first, oh crap, let me get the light, all right, let me turn the light on so I can see where is that light switch, here we go. getting the camera. flashlight for this one. Here we go. take a picture of this one. okay. there we go. let me see if i can see it. darn this connection. Don't Can't see it. All right. Yes. Let's zoom in. Uh, no the second the second one went solid above. Okay, here we go. Now this one here, model number is uh this one is W H W 0303. So it's the same model as the last one. Okay, I think all of these are gonna be the same model, but I'll check it as we get there. Yep. All right, let me go ahead and plug this one in. There's my power. That is correct.
21:00
Speaker 2
Please it's still booting up. I see model. Okay. This is the second node that you did not bring near the parrot, right? [silence] Let's say it model. Okay. This is the second node that you did not bring near the parrot, right? [silence]
25:00
Speaker 1
A little bit further away, but it does connect usually, pretty easily. OK. Let that come up. OK, it is blinking now. Sure. [silence]
26:00
Speaker 2
going here I'll be back okay thank you
27:00