V2 Rubric Detail — 2fb3f4b8-7688-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 02:37
Duration
16m 49s
Contact
Anthony Romano
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135735
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child node lost connection to the network.
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall76.4% (-13.6)

V2 Grader Summary

The agent successfully restored mesh node connectivity and enabled Netflix sign-in access, but failed to follow the mandatory diagnostic sequence for streaming issues (universal_streaming_diagnostics.md) by skipping modem speed test and signal strength verification. While the immediate symptom (no Netflix access) was addressed, the root cause of original streaming problems (buffering, 4K drops) was not isolated or confirmed resolved, resulting in a partial resolution.

V1 Case Analysis

Resolved Velop child node connectivity issue via reset and 5-press pairing; confirmed internet restored on TV via Netflix.

Troubleshooting Steps
  • Guided customer through full reset of child node: hold reset until light off, wait for solid blue.
  • Performed 5-press pairing on parent node to re-add child node.
  • Confirmed child node achieved solid blue status indicating successful mesh connection.
  • Validated internet connectivity by having customer test Netflix on TV.
Key Observations
  • Agent correctly applied the 5-press method on the parent node to re-add the child, per KB documentation for Velop mesh systems.
  • Agent accurately guided the customer through a complete factory reset of the child node, including waiting for the correct solid blue light state.
  • Agent confirmed resolution by verifying the TV could reach the Netflix sign-in page, a strong indicator of restored internet access.
  • Agent did not collect the product model number or serial number, a protocol omission.
  • Agent did not verify warranty status or discuss support eligibility.
Positive Highlights
  • Accurately executed the 5-press pairing procedure on the parent node to re-add the child node, which is the correct method per KB for Velop systems.
  • Provided clear, step-by-step instructions for resetting the child node, including the correct LED behavior to wait for (solid blue).
  • Effectively validated the resolution by having the customer test a real-world application (Netflix) rather than just checking LED status.
  • Maintained a calm, supportive tone and demonstrated good call control throughout the troubleshooting process.
  • Successfully resolved a complex mesh connectivity issue resulting in confirmed internet restoration.
Agent Errors / Gaps
  • Did not collect product model or serial number (protocol omission).
  • Did not verify warranty status or eligibility.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed Netflix sign-in page loaded and TV had internet access, but did not verify resolution of original streaming symptoms (buffering, 4K drops).
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed logical troubleshooting (node reset, LED check, 5-press pairing) but skipped KB-recommended initial diagnostics for streaming issues (modem speed test, signal strength check).
R3 Partially Met Correct resolution path conf 87%
Agent assumed mesh connectivity issue without ruling out ISP or TV-side causes first, misaligning with universal_streaming_diagnostics.md diagnostic sequence.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (TV not reaching Netflix) and observed node LEDs, but did not ask diagnostic questions to narrow root cause before acting (e.g., no modem speed test or signal check).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used appropriate tools (reset, LED observation, 5-press) for node pairing but omitted required tool for streaming diagnostics: modem speed test per KB.
T3 Met No misinformation conf 96%
All technical guidance (reset procedure, 5-press sequence, LED meanings) was accurate and consistent with Linksys documentation (velop_wifi_connectivity.md, universal_5press_models.md).
Communication
C1 Met Clear & professional language conf 94%
Agent framed interaction, set clear expectations (wait times, light checks), guided step-by-step, and maintained control without losing direction.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed understanding ('may release the reset'), and adapted to customer’s pace and level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, stayed on call, did not transfer, and followed through until TV showed Netflix sign-in page.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps (reset, wait 1-2 min, move node, test TV) with realistic timing and completed them with customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and handled appropriately.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledged patience, thanked customer, and closed warmly ('thank you for your time and patience… have a wonderful night').
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, paused for actions, checked in after each step, and kept customer engaged throughout.
X3 Met Overall experience conf 94%
Agent performed resets and node moves agent-side, avoided unnecessary repetition, and guided efficiently to minimize customer effort.
Call Transcript24 turns · 28 lines
Speaker 1
[silence]This this is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. I'm Fünfchen. This is Raquel from Linksdyis Technical support. Yes. I'm sorry, I have a technical issue on my end. That's why call got disconnected. How is it? Thank you for accepting my call, by the way. Thank you for understanding. How is it? The TV? Uh-huh. All right. That's great. Okay. That's correct.
00:00
Speaker 2
Hey. [silence] Oh, I know. I was uh talking to myself, L Kyle, but that happened. [silence] L Kyle: I was [silence] I did I did two tests and it says it has internet connection. [silence] Mike: So now I'm trying to connect to the Netflix. So if it has internet connection, it should be able to connect. [silence] Maybe maybe I have the wrong wire connector. Let me check the wire. Yeah, maybe I don't have the right one. Yeah, I have the right one. All right. Let's try another. Thing here. So there are two two little gadgets you can plug it in. I plugged it into the other one. Let's see. Is this one plugged into the TV? Yeah? And it's plugged into that. Yeah, yeah, yeah, yeah, yeah. Let me see. Yeah, that's plugged in there. And you can check. That's good. Yeah, is the power plug in
00:00
Speaker 1
[silence] Kaye. Mm-hmm. [silence] Okay. [silence] No problem. Mm-hmm. [silence] yes you may try also uh restarting that tv like turning off and on then try um checking it again um and for the surge hub node since it's already blue it means connected you can now unplug it and relocate it to its designated spot uh uh uh huh [silence] no problem
02:00
Speaker 2
Speaker 1: I just have one more. I gotta figure that one out. I don't know why that's not working. All right, hold on. I gotta put you down. Okay. I got that one here. Let me go get the last. I think I have, I think I have one more. One more. And my son's hurt.
04:00
Speaker 1
Yes, we're going to unplug it, uh, and move it to near to the main parent node. They're not. [silence]
05:00
Speaker 2
all right and let me take it upstairs did the other one and we'll do this one too oh yeah hi [silence] alright and [silence] it's plugged in [silence] yeah it's purple dark dark
06:00
Speaker 1
Linking? Or? stay solid. All right, so we'll, OK, we will start on resetting this child node, so same reset process, press and hold its reset button, wait for the light to go off, once it shows a blue light, release the reset. Keep pressing, keep pressing. Uh-huh. OK. OK, keep pressing still, wait for blue light. And is it off still? No light.
07:00
Speaker 2
Yeah, it's kind of like yeah, it's fluctuating, like a heartbeat. All right, it turned red, it blinking. Lower, lower. It's off, it's a bright red, now it's off. It just turned it just turned on, it's purple.
07:00
Speaker 1
Okay, may release the reset and let's wait for it to have a solid redish pink color light, so we'll give it one to two minutes. Okay? All right, so we'll wait for it to have a steady light and we can add it using five press. Like no light? You can also check its off power source. Make sure
08:00
Speaker 2
So it's a blinking purple now. All right. All right, it's thinking. Looked like it turned off. Yeah.
08:00
Speaker 1
make sure it's plugged in properly, its power cord to its power port. [silence] Solid red. [silence] All right, so it's ready for adding. Let's do it again, the five presses on the main parent node. Click the reset button five times. Okay. And let's observe the light on the fourth child, that if it starts flashing red. All right, see it's responding now and it's on adding.
09:00
Speaker 2
It's plugged in. Now it's red. yes, okay, they turned, pale, red, blinking, orange, looking, Yes, it's flashing red now.
09:00
Speaker 1
Okay, still adding. And is it blinking red still?
10:00
Speaker 2
still blinking red
10:00
Speaker 1
Okay. All right. Still have, uh, one to two minutes more, so one minute has left. It needs more time. any changes on the light now, or is it blinking? red. still. okay, so we still have one more a minute, wait one more. I'm not sure. wait one minute more. okay, I think it will blink again and link, blue, then red and solid blue again, so we'll give it one more, 30 some is silence so we'll give it 30 seconds to see what happens.
11:00
Speaker 2
Yeah, it's still rare and it's about it's touching the out one. So it's close. [silence] Now, it's blue, blue, blue.
12:00
Speaker 1
And that's actually the normal light behavior of the child when it's trying to act. is it back now to solid blue? That's great. So it's now connected and we can now move this child node. You can now unplug it from there and move, move it back to where you had it before. All right.
13:00
Speaker 2
Yeah, it's red now. How'd you know that? It is. Okay, here we go. Was that was the last one? Gonna have to figure out why the TV ain't working.
13:00
Speaker 1
Yes, please, you may check its settings. Uh huh. Eh. Hmm.
14:00
Speaker 2
let me see if this TV can get. ABC news [silence] ? it looks like it turned on. let me see if I can get on Netflix on this TV. says Netflix loading Netflix.
14:00
Speaker 1
okay. all right, it shows design time pages for netflix. all right, since it's showing the sign time page, i think that's access internet. you just need to sign in your netflix account. mhm. all right, that's great. [silence] .
15:00
Speaker 2
Yeah, it got connected. Sign in. Yeah, join with your mobile phone. I don't know. Yeah, that's unusual, but let me see if it goes on to the internet. Live now, live. Continues to improve in the hospital amid rumors. It did, you amazing. Good job. Okay.
15:00
Speaker 1
you too good job Anthony thank you for cooperation with the troubleshooting and anything else that I can assist you with Lynchest I'm happy to assist and help you Anthony thank you so much for your time and patience if you need assistance again you can contact us back okay welcome bye bye have a wonderful night thank you for calling
16:00
Speaker 2
No, ma'am. You got an, a plus for today. Give you a tip. All right. Thank you. Bye. All right. Thank you. Bye.
16:00