V2 Rubric Detail — 3112a9c4-7ad6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 14:06
Duration
39m 45s
Contact
Tro Badilo
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#TE00117944
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_CN not connecting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 5 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
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall82.8% (+10.8)

V2 Grader Summary

The customer confirmed full internet restoration and all nodes showing solid lights at 37:00, indicating the issue was fully resolved. The agent used appropriate troubleshooting (5-press method, reset, power cycling) and maintained ownership without transfer. While call control and empathy were moderate, the technical execution was accurate and complete per KB, warranting a Successful Resolution outcome.

V1 Case Analysis

Customer had two mesh child nodes disconnected. Guided through 5‑press pairing, resets, and power‑cycle of parent node. Customer reported internet restored and nodes appear online.

Troubleshooting Steps
  • Asked customer to locate Wi‑Fi SSIDs on the child nodes.
  • Instructed use of the 5‑press reset method on the parent node.
  • Guided through power‑cycling the parent node and resetting the child nodes.
  • Advised waiting for solid blue/green LEDs and checking the Linksys app.
Key Observations
  • Agent never confirmed the exact router/model before using the 5‑press method.
  • Long periods of silence and repeated instructions caused inefficiency.
  • Final node status was not definitively verified; agent relied on customer’s statement of internet working.
Positive Highlights
  • Displayed patience and empathy throughout a confusing situation.
  • Provided step‑by‑step guidance for reset, 5‑press pairing, and power‑cycling.
  • Maintained a friendly tone, including brief small‑talk to build rapport.
Agent Errors / Gaps
  • Did not collect product model or serial number, which is standard for mesh troubleshooting.
  • Did not explicitly verify that the 5‑press method is appropriate for the customer's specific model.
  • Failed to provide a clear summary and next‑step confirmation at call end.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states at 37:00: 'I have internet now. everything is complete.' Agent confirms both child nodes were added and stabilizing.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically guides through node identification, 5-press method, reset procedures, power cycling, and LED status checks to resolve connectivity.
R3 Met Correct resolution path conf 95%
Agent selects correct 5-press pairing method for Velop-type mesh (supported per KB), avoids premature OOW dismissal, and continues troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies symptom (two disconnected nodes), verifies node status via Wi-Fi names and LED colors, and follows logical sequence to re-pair using standard procedure.
T2 Met Appropriate tools / resources used conf 90%
No remote tools required; agent appropriately uses verbal guidance, visual LED confirmation, and standard reset procedures consistent with KB.
T3 Met No misinformation conf 95%
Instructions for 5-press method (parent node), reset button hold (child node), and waiting for solid lights align with KB for supported models; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provides steps but allows long silences, digresses into off-topic small talk (Philippines weather, earthquakes), and lacks clear transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple language but repeats instructions unnecessarily and does not confirm understanding; minor adaptation to customer’s tone but inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, does not transfer, and persists through multiple interruptions and resets to achieve resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent gives action steps but does not set a clear timeline or proactive follow-up; relies on customer to report back without structured check-ins.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledges progress ('that's good') but does not express empathy for frustration or repeated effort; remains polite but transactional.
X2 Partially Met Tone & rapport conf 80%
Agent attempts conversational tone but fails to fully adapt to customer’s emotional state during repeated failures; engagement maintained but not optimized.
X3 Partially Met Overall experience conf 80%
Agent avoids asking for repeated information but requires multiple manual steps and long waits, increasing customer effort despite best intentions.
Call Transcript52 turns · 62 lines
Speaker 1
hello uh okay my name is uh winshisoke my name is wolf biddy lo and I have all of these Cincus tower that I have how do you access my account hello
00:00
Speaker 2
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. While waiting, you may also visit support.thy Linksys. Com, for more information about your product. Thank you for calling Linksys. This is Ace, how can I help you? I'm sorry, sir, but if you want us to access your account remotely, we can.
00:00
Speaker 1
[inaudible] But wait, wait, hold on. I have eight nodes before. And then for some reason here, you know, something went wrong and two of them got, you know, disconnected. Six is still working, but two of them get disconnected. And I'm trying to, you know, connect it with the parent node. And for some reason, it's not connecting. Correct. Correct. Linksweeder. Yeah. [silence]
01:00
Speaker 2
can no longer do that uh as uh the cloud services were removed so we have no longer access to system route uh only you can do that mm-hmm. i see so the two uh nodes that got disconnected are your wireless uh child nodes correct? okay so uh that's just issue trouble we'll just need to add them back to your uh parent node
01:00
Speaker 1
Correct. Uh-huh. Sure. So, do you have my records, Thomas? Yep. It's here. It is. I tried to do this last night. And for some reason, this gentleman... [silence]
02:00
Speaker 2
uh before that hmm let me verify first your name is true um Bad yelo? Yes. Yes. Oh, thank you. Oh, that's great. So true. Uh, it's good to uh hear uh Filipino calling us. So, all right. I see. Yes, we have it on the record. Yeah. So, uh we're going to uh add your two child nodes through. I need you first to bring the two child nodes near your parent node. All right. Mm-hm. I see. All right. All right. That's fine. Oh, we'll do, I'll help you sort out. Uh, it's ice. Yeah. Yeah. A-Y-S ice. All right. All right. Uh, all right, true. Uh, this is what we're going to do. I need you first to check what's the status of your two child nodes that get disconnected. They're color. I see. All right. I need you to check at the bottom of your two child nodes because there's a product label sticker at the bottom of your two child nodes. Uh-huh. And there's a Wi-Fi name on them.
02:00
Speaker 1
Wi-Fi okay it's ah the first one is Bellevue setup two A one and the next one is what is this one? And the other one is Bellevue setup C as in Charlie. E as in Edward.
04:00
Speaker 2
All right. So, I want you to take note of the Wi-Fi name. [silence] So, I need you to go to your phone's Wi-Fi setting. Okay? And on your phone. [silence] No, no, I don't need you to go to your link. I need you to go to your phone's Wi-Fi setting. Your, your, your, apart.
04:00
Speaker 1
okay hold on a second gotta go for and say yes and they okay got it. Yeah, right. Got it. Yeah. There's there's one for Velob setup. There's one for Velob setup too. Right. I saw them. Yes. Yes. Okay. Sure. Okay. Okay. Okay, burn load. Okay.
05:00
Speaker 2
our phone's uh settings okay go to your phone's settings and click on the wi-fi settings and then on the list there should be a list of available wi-fi network names the okay so you can see your two uh wi-fi name of your two child nodes being broadcast correct okay so that means your two child nodes are properly reset so we're just going to use the five press method to add them back to your parent node now you're going to press the reset button on your parent node
05:00
Speaker 1
yes, yes, it's blinking. One is blinking right. One is blinking purple and one is blinking red. perfect. right. Okay. Oh, mhm. Maganukate? For them to solid blue and solid green. Uh, Okay. Can I see that on my size that it's adding? No. yeah, you're right. yeah. Yeah, right.
07:00
Speaker 2
So it means that they are responding. Okay, that's good. It means they were able to connect to your parent node. So your parent node detected them. So just wait patiently because the light will turn solid blue or solid green. Usually, when we add a child node, it takes four to six minutes. No, you will only see that once they turn solid blue or solid green. So once it turns solid blue or solid green, then the app will load or refresh the information. [silence]
07:00
Speaker 1
[silence] [silence] [silence] Solid. Solid green one. Okay. [silence] [silence] [silence] [silence] [silence] [silence] Turn again, sir. Turn again to read it again. Oh. Oh. [sighs] Oh. Oh, they are doing something. That's normal. Okay. Uh-huh. Solid green, right? Yeah, and blue and green. [sighs] So, you take it four to 6 minutes? And [silence]
09:00
Speaker 2
Oh, that's great. So you're working, yeah? Oh, that's it. All right. That's good. It means it's, that means one of your child node is added to your parent node. So it's already connected and online. You can relocate that back to where you originally placed. Okay. That's fine because usually, uh, there is an interference or interruption on your internet connection, just like when you watch videos and there will be some buffering. So that's normal. Yeah, that's normal. You just have to wait. Yeah. You just have to wait because it's light will go back to it's solid blue or solid green light. Yes. Yes.
09:00
Speaker 1
And then I could see that on my Linksys app. Like I have the six ones. Yeah. Yeah, I hope. Yeah. Right. Yeah, hindi pa, wala pa. Kasi anim parin ito e. Ah, walo ito VATor. It's just still have the six ones. Right. Yeah, you're right. Yeah. Mag-intay lang tayo. Kumusta ang Pilipinas? May init sa Pilipinas? Oh, oh wow. Wow. S alguien ka sa Pilipinas? Ah, Oat Still? Oat Still? Oat Still? Wow. Don't they have a big earthquake a few weeks ago in Mindanao? [silence]
10:00
Speaker 2
yes you. Yes, you can check that your links is up and it would pop up on the dashboard. Yes, uh, it will only appear once uh, the two child nodes are all showing solid blue or green. Yes, you just have to wait. Uh, today no because there's a storm coming. Bagiong in DY. uh, Today no because there's a storm coming. Bagiong in DY. we're in Mindanao uh, we're in Mindanao. Ah yes, uh, that, that was in Davao, and Cebu. Hm. Let me see. What else did I get? Hm. So where are you in the USA? What state? Oh, it’s in Sacramento, California. Hm. Hm. I
10:00
Speaker 1
[silence] The girl Maggie's in here. The girl Maggie's in here. No, I didn't say that. No, I didn't know that. No.
12:00
Speaker 2
Yeah. Yes. Mm-hmm. Okay, that's good. It's back to it's solid green. So, as I've mentioned, usually that's a normal light behavior of nodes, because sometimes there will be some interference or interruption, a little bit instability on your internet connection, but it will turn back. Because once the node turned to a solid green or blue light, it means it's already added. you don't have to worry it's already added to your panel and you can check that on your app. I'll refresh your app because sometimes uh uh it will load the information uh too long. Yeah. Yeah. Uh you don't have to worry if it doesn't show on the app because so long as your notes uh showing a solid green, it's already added. Okay, uh Did it turn solid green uh a while ago or it's still not uh it didn't turn solid green. [silence]
12:00
Speaker 1
young=> one is solid green now, but the other one is still blinking red blinking red yeah and this is big oh yeah, now you're right. yeah, the one is already-ing yeah, seven now you're, right. it said, now yeah. no, no it did not OK yeah, recycle, yeah, recycle. one that's already solid, let me, let me put this in the way that we're supposed to be yeah. yeah [ silence ] OK, let me see this. It's supposed to be [ silence ] how do you- you can change the name of this. remember? oh, it's in settings [ silence ]
14:00
Speaker 2
Uh, it didn't turn. Mm-hmm. Okay, that's good. Uh, so the one, the one that's blinking red, uh, it didn't turn, uh, green before, or it has turned green before. Okay, so since, so since it didn't, then we still have to wait, uh, patiently, because it's still trying to, communicate with your parent node. Yes. You can, yeah, you can put it back to where you place it. Yes, you can change that on your app. Oh yeah, yeah, yeah. If you name notes, yeah, if, if, if you were to delete it, it gets deleted too. Yeah, basically. Go ahead. Mm hmm. Mm hmm. Mm h mm. Yes. Once you plug that, uh back, uhped up, you just have to wait patiently for it to turn back to solid green because once you unplug a node and plug it back, it will first uh start to blink, which means it's still booting up or starting up. Okay. I got you.
14:00
Speaker 1
so many ways okay power switch yeah yeah don't know okay now it's yeah recycle again no I that teach one his here that's a proper place
17:00
Speaker 2
Okay, uh, you can try to, yeah, you can try to, uh, turn off the power switch of the child, uh, that keeps blinking red. Uh, there's a power switch at the bottom. Yeah, and just turn it off. Turn it off. And then turn it back on. Yes. And then let's just wait for it to, slide to, stabilize.
17:00
Speaker 1
Okay. So I pulled it back. Now, this is - this is blinking blue. The one that we powered off, it's blinking blue. Background, yeah. Right. Yeah. Oh, okay. Yeah, we got one more to go. Geez. Yeah, now, it's now it's blinking red.
18:00
Speaker 2
Yeah, sure. Okay, so that's normal, as I've mentioned. When you turn off or unplug a node and turn it back on, it will start to blink blue first. It means it's still booting up or starting up. Okay.
18:00
Speaker 1
That's good. Yeah, we have seven now. We have one to go. Right. Yeah. Mhm. Mhm. Okay. Yeah. Hold on a second. Somebody trying to call me here. Uh. They're still blinking red. Okay.
19:00
Speaker 2
All right. it's already good that we added our one of your, the two child nodes that got disconnected. So, if that child node is still blinking red, we'll do a reset on it again. [silence] give it a minute. If it's still blinking red, uh, let's do a reset on that. Okay? All right. Uh, let's do a reset on it. Press and hold the reset button.
19:00
Speaker 1
Five times? Or just once? Okay, got it. Okay. No, it's still blinking red. Okay, yeah. It's it's gone. Okay. Let go. Okay. Okay.
20:00
Speaker 2
No, just press and hold, press and hold, and then once you notice that its light goes off, you can release holding the reset button. Okay. You have to wait for its light to go off. All right, let's go. And let's just wait for it to turn back on.
20:00
Speaker 1
Yeah, it's now is recycling to blinking blue. Right. Yeah, but the thing is, the one in that the one that we just did, I think it went offline. I don't know why. Okay.
21:00
Speaker 2
from your parent node to the child nodes, but you don't have to worry, you just have to wait for its light to turn back. Because that child node is already added to your parent node, so it will not be disconnected as it's already been showing on your app also that it's added as a child node. So you don't have to worry, uh, you just have to wait for its light to turn back.
22:00
Speaker 1
Right. Yeah. It it went back. Uh, Yeah, it's even back. Even back, it went back. It's online now, then. Yeah, we have one left. All right. Right. That's good. That's good. Correct. Now it's a solid purple, right? Right. Okay. Okay. One, two, three, four, five, six, seven, eight, nine, 10.
23:00
Speaker 2
Internet connection has possibility issues, so it would release. okay that's good so yeah as I've mentioned, you don't have to worry. You don't have to worry. Once your child node turns solid green, uh it's added, it will not uh disconnect. Um, the changing of its slides is normal. Mhm. okay, that's the one that we haven't added yet, right? Okay. Now, uh let's do the five press method on the parent node on your parent node, press the reset button five times.
23:00
Speaker 1
okay. I pressed it five times. right. yeah. it start blinking purple. [silence] right. it's supposed to be blue. that's a new one. [silence] the new one. brand new. uh well, six months ago, February, when I bought it from you guys.
24:00
Speaker 2
Okay. So you? All right, so your parent node should start blinking. And check on your child node because your child node should also start blinking. Okay, that's good. It means it was detected by your parent node. So, hopefully, it will turn solid blue or green. Mm-hmm. Is your parent node, also a new one or an old one? Yeah. Mm-hmm. Okay. I see. So you have a big house there troll because you have a eight nodes. Mhm. Mhm. So if your child not get disconnected again, just do the steps we did. Place them back to near your [silence]
24:00
Speaker 1
Okay. You have my paranoid for some reason. I'm sorry. What happened? Oh my god. Yeah. I might talk to them. Yeah, I don't know. I said, my connection. My connection failed. Okay. Now it's back. unplugged something and the whole thing went. This happens all the time. Aneming Kumpa. Nag. Na you know if naila mo yung iba it patay lat,Kahit ano nangan sekür it so it, yeah, I did. It's recycled back so we have to wait a minute or two until everything's connected again. It's all blinking again so early the whole lasha t podpor dụng arina kaya Cause I lamenayna na nanganayno in before. yeah,
26:00
Speaker 2
aware parent node do a reset and then press five times on your parent node and it will be added uh... but if you have trouble unplug just plug it back
26:00
Speaker 1
Right. From that. Yeah, yeah, yeah. Yeah, the planet now is blinking blue now, but my modem is not powered on yet. It's just the power and the rest is not on yet. So it's not going to work until that's armed. Correct. Correct. And it's it's blinking. It's recycling. That's why everything carries. No internet connection. Oh my God. What the heck? No. Yeah, it was about the matter of recycling it. Yeah, Merrick. It again on the paparana. That's a long line. Then the last one. Then we should be fine.
27:00
Speaker 2
okay, So we'll just wait for all the lights to stabilize. yes because your modem is the one that provides internet. but that's find uh you only unplug uh you didn't press any reset so uh it will turn back yeah online. Yeah, that may take a while because it still needs to find the internet connection. Yes. Yes. Hmm.
27:00
Speaker 1
afk Sardred.
29:00
Speaker 2
Are your parents... No, no. So your parent node is showing a solid red light. It's not a blinking red. Oh, so a solid...
29:00
Speaker 1
this may be in my home so we do we trying to reset this it isn't still it so I'm gonna get in order to get back it in order to get back it turns on okay nice it turns on okay let's see one more maybe that's why I have plugged it badly didn't made a decision to connect it there you need to actually go and also the connection this is your home it's actually bad it's not
30:00
Speaker 2
because a solid red means it's not getting any internet from your modems. No. Uh, let's, uh, let's do a power cycle on your parent node. Just turn off its power switch. Turn off, and then turn it back on. Okay, so let's just wait.
30:00
Speaker 1
it the parent node is recycling so we should have that pretty soon j any you would say child um blip after oh that's oh that's right wrong yeah that's true that's good that's right that's more the parent layer also recycles that
32:00
Speaker 2
because your parent node turned solid red so naturally, all your child nodes will all have a blinking red because they all are dependent to your parent nodes so if your parent node has no connection, then all of them also will loss a connection.
32:00
Speaker 1
blinking blue. Okay, okay. Now yeah, now he's a solid green. Solid blue. Should be should be will be a safe. Yes. Right. It's clicking red, clicking red. Oh. Okay. Nice. Yeah, you are right. Please reset five times. Oh my god. Wait. Oh no. Hold on in a second. Again you know know it knows, terminar
33:00
Speaker 2
Let's just read. It's still booting up. Okay, that's good. So it's back online, so I need you to check on the child node that we're trying to add. Oh, what's the light color? Blinking red. Okay, so we're going to do our reset on that again because a while ago we're trying to add it, but it stopped midway because you unplug the yeah. So let's do a reset again. No, press and hold
33:00
Speaker 1
Solid red.
34:00
Speaker 2
You didn't press anything on your parent node. Okay. Uh check check your cable connections. Maybe they are loose or check the internet cable connecting your parent node to your modem. You may have, okay. Uh huh. Can you kids wait? Okay. So let's just wait. Uh I think uh uh it's still loading the connection. So, let's wait. Since your parent node went back to a solid blue, then I think your child node will also turn back to a solid blue. Maybe a while ago, before you unplugged the cable, uh, the child node was already added. So, let's just wait for the light to stabilize. Mhm. Okay. That's good. Okay, that's good. That means it's already added. You can check your links and such because it should download the information that you have a cell connected and on that. Yeah. So, I think we're all good. Uh, true. We have added two. of your child node so you just have to wait patiently for the app to load the new informations and also for all the lights to stabilize for all your nodes because you just unplugged the connection a while ago so it it it it it it it took a while for them to come back. yeah that's ah fine. yeah it may take a while because since you've seen it turn to a solid blue then it's already added. yeah it may took a while to load the information just like a while ago. yeah it took a while for the information to load all right.
34:00
Speaker 1
I think I preliminary cycle this. Whyce is saying. Yeah. Does everything now. Yeah, yeah. I'm going to my link just app and still still recycling. But I have internet now. everything is complete. So it's probably added already. I just can't get in. You know cycling. Let me let me go back and. See. Because you know everything is running and everything is so solid blue. So it should be here. We should we should have been added. I'm doing the right now. Oops. Yes. Yes. Right.
37:00
Speaker 2
refresh your links is up because mm-hmm and So the app may take, uh, too long to load the info, yeah. So you can, uh, you can also relocate that other child node back to where you placed it. Cheeetah Asteroid. Okay, that's good. So no other concerns, Charlie? Everything's good now? Cheeetah Asteroid. Yes. Cheeetah Asteroid. Yes. Alright.
37:00
Speaker 1
Yes. Inigo. Inigo. Thank you. Sorrow. Yes, oh, sorry, sorry thank you. Oh, hello?
39:00
Speaker 2
Thank you for calling Linksys. Once again, this is Ice. Take care, Troll, and have a great one. Bye. Yes. Thank you. You're welcome. Hello, Troll. You can end the call now. I you haven't hung up the call.
39:00