V2 Rubric Detail — 36a0fec8-695f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 08:41
Duration
5m 0s
Contact
Thomas Mills
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Zhiliang Chen
HappyFox Case
#LTS00100987
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: mx5503子节点断线

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to diagnose or resolve the WHW03 mesh node issue, offered no troubleshooting steps, did not use any tools, and did not set expectations or next steps. No escalation was made despite the problem persisting, resulting in an unresolved call with multiple missed quality criteria.

V1 Case Analysis

Customer unable to add 4 of 6 Velop WHW03 child nodes; all show pulsating red LED. No KB-correct troubleshooting performed. Call ended with static and no resolution or next steps.

Troubleshooting Steps
  • Agent confirmed model number (WHW03) and that four child nodes are showing pulsating red LED
  • Agent acknowledged customer's prior call and receipt of a video guide
  • Agent noted poor line quality but took no action to resolve it
Key Observations
  • Agent failed to provide any KB-correct troubleshooting steps for child nodes showing pulsating red LED (per velop_child_node_setup.md: hold reset ~15 seconds until solid purple, then use 5-press or Pair button on parent)
  • Agent did not verify parent node status or WAN connectivity before attempting to add child nodes, violating basic mesh setup protocol
  • Call ended due to poor line quality without any resolution, escalation, or next steps
  • No case documentation or audit trail was created
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not provide KB-correct reset procedure for WHW03 child nodes (hold reset ~15 seconds until solid purple; KB: velop_child_node_setup.md)
  • Did not instruct on correct pairing methods (5-press or Pair button on parent; KB: velop_child_node_setup.md)
  • Failed to verify parent node status or WAN connectivity, which is required before adding child nodes (KB: velop_router_setup.md)
  • Did not attempt to resolve poor line quality (e.g., offer callback, send email with KB instructions, or transfer to chat)
  • Provided no resolution, escalation path, or next steps; call ended abruptly with no closure
  • Did not follow mesh setup protocol: isolate issue, validate parent, reset child, pair correctly (KB: universal_mesh_full_rebuild.md)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the node pairing issue; call ended without a solution.
R2 Not Met Diagnostic thoroughness conf 96%
Agent did not ask diagnostic questions, did not walk the customer through reset or 5‑press steps, and offered no troubleshooting.
R3 Not Met Correct resolution path conf 95%
No appropriate resolution path was chosen; the agent neither suggested a proper reset method nor escalated when the issue persisted.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent gave no logical diagnostic process; simply repeated that the line was static and did not identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, logs, etc.) were used or referenced during the call.
T3 Not Met No misinformation conf 95%
Agent provided no technical guidance; therefore no accurate information was delivered.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, lost control of the conversation, and repeatedly said they could not hear the customer.
C2 Not Met Confirmed understanding conf 94%
Agent did not adapt language, did not confirm understanding, and let the line issues dominate the call.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; they did not attempt to resolve, nor did they arrange a follow‑up or transfer.
O2 Not Met Proactive follow-through conf 95%
No next steps or timeline were given; the call ended without a plan.
O3 Not Met Closure confirmation conf 94%
Agent did not reference the prior call (number 100987) or any case history; they treated it as a new issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
The issue was not resolved and the agent did not escalate despite clear signs of a persistent mesh‑node problem.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or patience; repeatedly said they could not hear the customer.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to the frustrated customer; the conversation remained disjointed.
X3 Not Met Overall experience conf 94%
Customer had to repeat information and the agent did not streamline the process or reduce friction.
Call Transcript10 turns · 10 lines
Speaker 1
All right. Hello there. I'm trying to reset up my Velop, uh, mesh set up. And, um, I've had a call yesterday, made some progress. Um, I wanted to, um, ask you about resetting nodes. Um, because I seem to have a bit of a problem with that. Um, you do you want to look me up on your, um, with this telephone number? Oh, you haven't got it there. Okay. It's 0-7-8-0-2-6-0-8-5-4-8. [silence] Number 100987. Um, number 100987. Uh, two [silence] one nine two. Two 2 one 9 2. Ah.
00:00
Speaker 2
welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance thank you for calling thank you for calling linksys this is Ruby who can assist you sir yes sir what's the phone number
00:00
Speaker 1
0780 2608-548. Yeah. So what your colleague kindly did is send me a video, which I followed. And so what I have in front of me now is the master router node and a child, what first child node has been set up, but I've got six devices in total. And it'll only, it's only set up the first child node. So I've set them up, as you said in the video, all next to each other, the master node connected to an Ethernet supply, which is good. And they're all trying to connect wirelessly. When I install them they're going to be connected.
01:00
Speaker 2
Okay, so, zero-seven-eight-zero-two-six-zero-eight-five-four-eight, okay, hold on, let me check, so you contacted us yesterday.
01:00
Speaker 1
I'm trying to reset the child nodes, but they're always slightly pulsating, red. I've got the mast node and the child node two.
02:00
Speaker 2
uh-huh okay, so thank you for that information, sir so it's always full setting red so I can see it here you have w H w 03 you have six of these nodes. Okay, how many nodes are working right now? So out of the six nodes, two are working the parent node and one child node.
02:00
Speaker 1
Yeah, um I uh I set them up, set it going, and it said it couldn't I've tried several times, and it couldn't find the other child domains. Um and they're right next to the one that is actually set up. I, I think, you should focus on the new um uh it's a new um startup. Okay, hands. Okay, bear with me a second, bear with me a second. Please I know I'm gonna have to speak up.
03:00
Speaker 2
So four child nodes are rad right now. Okay. So, and you want to, like you mentioned earlier, you want to like re-set up, is it reconfigure or you want to add the child nodes, sir? uh, by the way, sir, you, I cannot hear you clearly. Your line is uh static. Okay. [silence]
03:00
Speaker 1
But I'm using the speaker for the same phone to set the um uh device up. Uh so my question is, so, I've now got two nodes working. Um they're both in that uh green color, which indicates that they are uh active, from my experience. Yeah, I mean, I've had this system for many years and set it up working before. Um the other four, um I've lots of instructions on the uh app, it says hold the reset button for 10 seconds and it will clear it. And on the video, it says press it five times. Five times. Uh and I I'm sorry.
04:00
Speaker 2
uh huh working same same i can't hear you what it's cutting in and out the line is cutting in and out
04:00