V2 Rubric Detail — 36494174-69cd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:49
Duration
17m 13s
Contact
Rizwan Alimohammad
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall67.7% (+35.7)

V2 Grader Summary

The agent followed a correct resolution path by resetting the red-LED child node and using the app for diagnostics, but provided technically inaccurate reset duration (30 seconds vs. KB’s 10–20 seconds). A callback was promised after solid white was achieved, but final confirmation of mesh integration and internet connectivity was not obtained. Troubleshooting was partially effective but missed key diagnostic steps.

V1 Case Analysis

Customer reported child Velop node solid red and unresponsive. Agent instructed incorrect 30-second reset, suggested irrelevant 2.4/5GHz separation, did not collect model/serial, and ended with callback without confirming node status.

Troubleshooting Steps
  • Instructed 30-second factory reset of child node (vs KB's ~15 seconds)
  • Advised waiting for solid blue LED before app refresh
  • Suggested separating 2.4GHz and 5GHz bands (unrelated to node pairing)
  • Guided app close/reopen and node power-cycle (unplug 2 minutes, replug)
  • Promised callback within five minutes
Key Observations
  • Agent instructed a 30-second reset despite KB specifying ~15 seconds for Velop nodes (universal_factory_reset.md).
  • No product model, serial number, or warranty information collected during troubleshooting.
  • Introduced irrelevant troubleshooting step: separating 2.4GHz/5GHz bands, which has no impact on node-to-node pairing.
  • Failed to confirm child node reintegration into mesh network after reset and power-cycle.
  • Call concluded with callback promise rather than confirmed resolution or actionable self-help guidance.
Positive Highlights
  • Agent remained polite and patient throughout the interaction.
  • Attempted multiple troubleshooting steps (reset, LED verification, app refresh, power-cycle).
Agent Errors / Gaps
  • Provided incorrect reset duration (30 seconds vs ~15 seconds per KB).
  • Failed to collect product model, serial number, or warranty status.
  • Added technically irrelevant step: separating 2.4GHz/5GHz bands for node pairing.
  • Did not verify node status (online/reintegrated) after reset and power-cycle.
  • Ended call with callback promise without resolving issue or providing clear self-help path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
"Solid White. I will give you a call back maybe within five minutes." – The node reached solid white, but the agent did not confirm resolution with the customer before disconnecting and did not verify full mesh integration or internet connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated reset and app refresh, but skipped key diagnostics: did not verify WAN connection on parent, skipped LED state before reset, and did not attempt wired backhaul troubleshooting despite the node being previously connected to a switch.
R3 Met Correct resolution path conf 95%
Agent correctly identified the need to reset and re-add the child node showing solid red — aligns with KB guidance for red LED on child node indicating full disconnection.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptom (solid red child node) and asked about proximity, but failed to ask about prior configuration changes, firmware status, or perform a WAN test to rule out upstream issues.
T2 Met Appropriate tools / resources used conf 90%
Used the Linksys app to check node status and instructed app refresh — appropriate use of available tool to assess node state in real time.
T3 Not Met No misinformation conf 95%
Instructed customer to hold reset for 30 seconds — contradicts KB (universal_factory_reset.md) which specifies 10–20 seconds or until LED flashes red and turns off. This exceeds documented range and risks no benefit beyond 20 seconds.
Communication
C1 Met Clear & professional language conf 90%
Maintained call control: set expectations, placed on hold appropriately, communicated next steps and callback timing clearly.
C2 Partially Met Confirmed understanding conf 80%
Used technical terms like '2.4 GHz' and 'serial number' without confirming understanding; customer expressed confusion about app behavior and band separation, which was not fully addressed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and committed to a callback — demonstrated accountability for resolution.
O2 Met Proactive follow-through conf 95%
Set clear next step: customer to power cycle node and wait for solid white, followed by agent callback within five minutes — specific, realistic, and documented.
O3 Not Applicable Closure confirmation conf 70%
No prior case history referenced or observable; no handoff occurred — this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope (child node pairing), and agent was actively troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Expressed gratitude, apologized for app issues, and remained polite despite technical difficulties — demonstrated empathy and professionalism.
X2 Partially Met Tone & rapport conf 80%
Maintained a solution-focused tone but did not adjust for customer’s mixed language use or apparent confusion about app interface and band settings.
X3 Partially Met Overall experience conf 80%
Required customer to repeatedly close and reopen app and perform extended reset — could have streamlined by guiding direct web UI access or confirming LED state earlier.
Call Transcript18 turns · 22 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. This is L from Linksys. Hi, sir. Thank you so much. You're welcome, sir. Thank you for answering the call back as well. So, um, yeah, where are we at sir? Connected to the parent node. Okay. [silence] Okay. I think we have to I think we have to reconfigure that node, sir. Uh, but I'll just need to uh make sure that uh and verify the uh steps before we begin. Yeah, still solid red when you connected to the parent node, so at least we can properly wire it connected to the switch. I'll put you back on hold for two to three minutes, okay? Yes, you can put it back, sir, to the switch. So stay on the line with me, sir, for a while. I
00:00
Speaker 2
场景破旧到要重มา呢?啊?場景啊 Can you enclose the whole thing in diacritics? yeah, that plastic
01:00
Speaker 1
Hello, sir. Thank you so much for patiently waiting on the line. So, yeah, what will happen, sir, is that we have to configure [silence] [silence] This child node, we have to re add it wirelessly first and then once it's added then we will connect it back to the switch again, alright, so, um, how, by the way sir, how far is this child node again? Uh, it's near with the parent node, right? Okay. So, um, yeah, you just disconnect this child node to the switch, remove the ethernet cord, and then uh, okay. And then I believethis node is still solidred sir, right? Okay. So we will reset this one, uh, this node, sir, this child node, so, um, just press and hold the reset button for 30 seconds for this child node.
07:00
Speaker 2
Okay, sounds good. Right. Now it's next to our I got it. Okay. We're remove the internet. Internet is great. Internet is out. Yeah. Okay, let's try
08:00
Speaker 1
OK. Alright. You can let go, sir, if it's blue. Let's wait for it, sir, to turn to solid blue before we connect it to the Linksys app.
09:00
Speaker 2
okay, I think it's thirty, now it's blinking blue. Okay, alright what do you want me to do next?
09:00
Speaker 1
I'm sorry, my link to the app isn't working. Can you please try again, sir? And then check if this node is now showing as offline node.
10:00
Speaker 2
Okay, I will do that. It's interesting that I've put my 2.4 gigahertz.
10:00
Speaker 1
Okay, so you separate, the two point four and five. Okay. Okay, and then let's check, Friss, on the app if it's showing because we have to remove that note, sir, of the list. So, we can the
11:00
Speaker 2
and separate with 5 GHz. And my link sys was connecting to 2.4 GHz app. [silence] Yeah. Because I have some garage openers and all that. You know, that works only on 2.4. Okay. I don't know why it says 2.4, but it says 2.4. It's okay. The Wi-Fi is at 2.4, it's at normal. Okay. I'll look at the nodes. It is solid blue.
11:00
Speaker 1
You can tap your dot node and then check the serial number. You can match it with the serial number. [ silence ] Try to refresh the App because we have to we have to make that one offline on the app so we can remove it
12:00
Speaker 2
it looks like it has a uh... uh... has a dot dot dot and the and the arrow signal with it, as if it's connected directly. So what do I do with that? It's in the... I can restart the app. Yeah, it's not showing offline. It's showing on internet mother note, music room, master bedroom, and there is a separate line coming from mother node to this note.
13:00
Speaker 1
still here, sir, yes. Can you close the app, sir? Close the app, remove it on the running background, and then open it again. Hmm. Hmm. Okay, I see.
14:00
Speaker 2
[silence]
14:00
Speaker 1
Is it like loading?
15:00
Speaker 2
to look at routers. Yeah, yup, it's loading. And it's, it's, it's, it came up. It's still, it's not in the offline list. Yeah, I would, I would, I would, uh, lose our phone call. Most likely. [silence]
15:00
Speaker 1
Solid White. I will give um, I'll probably I think I will give you a call back maybe uh within five minutes. [silence] Yes, just pull the plug, sir. [silence] And then wait for two minutes. After two minutes, plug it back in. And then after you plug it back in, wait for it to turn to solid white. Then I will give you a callback. [silence] Are you still there, sir? [silence] Okay, so I think the router now has already been plugged in. I'll give you a call back within five minutes, okay?
16:00
Speaker 2
OK. Now, how do you want me to turn it off? Like, just pull the plug?
16:00