V2 Rubric Detail — 3b1dea54-73ca-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:53
Duration
12m 46s
Contact
Vittorio Debarpolo
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135149
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup a new device_ MX2000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.0% (+17.1)

V2 Grader Summary

The agent successfully restored connectivity by guiding the customer to rename the SSID and reboot nodes, which is a valid troubleshooting path for connectivity issues. While the agent missed using the web dashboard for deeper diagnostics (T2), the technical instructions provided regarding LED states and password locations were accurate per the KB.

V1 Case Analysis

Customer reported two child nodes offline (blinking red). Agent guided customer to connect to default Linksys Wi-Fi, verify internet via YouTube, rename SSID/password via Linksys app, and re-add child nodes one at a time. All nodes returned to solid blue and internet connectivity was restored.

Troubleshooting Steps
  • Verified internet connectivity by having the customer connect to the default Linksys Wi-Fi and open YouTube.
  • Guided the customer to rename the Wi-Fi SSID and password using the Linksys app.
  • Instructed the customer to power cycle and re-add child nodes one at a time, confirming solid blue LED before proceeding.
Key Observations
  • Agent did not collect model or serial number, which is a protocol gap for mesh troubleshooting.
  • Agent inaccurately described LED behavior as 'solid blinking' for startup, which contradicts KB definitions (blinking blue = startup, solid blue = online).
  • Agent instructed the customer to 'set up a new router or mesh' in the app, which is misleading since the nodes were already part of the network. This could cause confusion but did not impact resolution.
  • Agent correctly verified upstream internet connectivity and provided clear, sequential steps to resolve the node connectivity issue.
Positive Highlights
  • Confirmed internet connectivity by having the customer test YouTube on default Wi-Fi.
  • Successfully restored all nodes to solid blue and confirmed internet functionality.
  • Provided clear, step-by-step guidance to re-add child nodes one at a time.
  • Maintained a polite and patient tone throughout the call.
Agent Errors / Gaps
  • Missing product model/serial collection.
  • Incorrect LED description ('solid blinking' instead of 'blinking blue').
  • Misleading app instruction ('set up a new router or mesh' instead of re-adding existing nodes).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes are online and solid blue: 'Now they're blue again... all on, on, on, on line' and internet is functional via YouTube test.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped initial diagnostic steps (e.g., verifying WAN connection, checking app logs) and jumped to renaming SSID and rebooting without confirming root cause; troubleshooting was reactive rather than systematic.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate path—SSID rename and node reboots—for suspected configuration sync issue; no indication of warranty or support tier misalignment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (offline nodes) and used app feedback, but did not ask targeted questions about recent changes, firmware, or ISP issues; root cause not established, only circumvented.
T2 Partially Met Appropriate tools / resources used conf 85%
Used the app and phone connectivity as tools, but failed to access router dashboard (http://myrouter.local or equivalent) to check WAN status, logs, or node topology—key tools missing for full diagnosis per velop_wifi_connectivity.md Step 4.
T3 Met No misinformation conf 90%
Technical guidance provided was accurate: WiFi password location (bottom of node), LED meanings (solid blue = online), and the process of renaming SSID to force a refresh. 'Linksys apster' is a clear ASR artifact for 'app'.
Communication
C1 Partially Met Clear & professional language conf 75%
Call started mid-flow after disconnect; agent lacked initial framing or agenda. Instructions were step-by-step but disorganized (e.g., app reinstall suggested without diagnosing cause).
C2 Met Confirmed understanding conf 85%
Used plain language, avoided jargon, confirmed understanding ('Can you try to go to settings...'), and adapted to customer’s pace and questions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from callback through resolution, did not transfer, and followed through on all commitments.
O2 Met Proactive follow-through conf 90%
Set clear next steps: 'wait two minutes, the device should turn solid blue' and confirmed completion; managed expectations throughout.
O3 Met Closure confirmation conf 90%
Referenced prior disconnection and initial node status ('Are they still solid blue?'), maintaining continuity from previous interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for disconnect, thanked customer repeatedly, remained courteous and solution-focused despite mid-call start.
X2 Met Tone & rapport conf 85%
Responded to customer’s tone and questions, maintained engagement, and adjusted pacing during node moves.
X3 Partially Met Overall experience conf 75%
Customer had to repeat information (node status), and agent instructed app reinstall without diagnosing why it failed—potentially avoidable step.
Call Transcript20 turns · 23 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. [call on hold] Hello. [silence] Oh. [silence] It's okay sir. Thank you so much also for answering. Uh by the way, again, this is Rio sir, from Linksys technical support. Call back has been processed. [silence] Since the call got disconnected. Uh yeah. Is there any changes now with all of your nodes? Are they still solid blue? [silence] Perfect. Okay. So here's what we got to do next sir. Since all of your devices are solid blue. We're going to try to check first if really your nodes has internet. Uh do you happen to have a phone that we can try to connect to the default Wi-Fi of Linksys? Okay. Great.
00:00
Speaker 2
sorry about that [silence] thank you for calling back sorry i got disconnected [silence] everything's solid blue [silence] yes yes [silence] that goes through the app or no
00:00
Speaker 1
Oh, no, not yet. Uh, try to go to the settings of your phone, go to WiFi, and then you will see there a WiFi name from Linksys. Yes, sir. That's the WiFi name. Uh, try to connect to that WiFi, and then the WiFi password is indicated at the bottom of the node that is connected hardwired to your modem. In short, from the parent node. [silence] OK. Okay, perfect, can you try to check first, sir, how if you have internet, like can you try to open YouTube so we can try. Can you try to open YouTube or any browser that you're using? OK, perfect. All right. So currently right now you do have any internet. Let's try to open your Linksys apster so that you could be able to change the Wi-Fi name and the Wi-Fi password. Now, for Linksys apster, you can log in only using router password.
01:00
Speaker 2
Okay, it's connecting now. There it goes. Now we're connected. Sorry, what? What's next now? Yeah, yeah, yeah. Yeah. Okay, yeah, YouTube works. Okay. So, it says you can
02:00
Speaker 1
Can you try to click, set up a new router? Or mesh.
03:00
Speaker 2
okay. Okay. so now it says getting connected, keep your phone near your setup area. Okay. We couldn't find your router. Tap the boxes as you complete these steps. Keep your phone near the router. Yes. Make sure your router's light is solid blinking means it's still starting up. Yes. Search again.
03:00
Speaker 1
Can you try to reinstall the app, sir? okay. You can try to rename your Wi-Fi, sir, and then the Wi-Fi password as well. I'm sorry. Uh yes, sir. That's the new Wi-Fi name. for your whole sister.
04:00
Speaker 2
Hmm. Okay. Loading. Okay, call your Wi-Fi. But this is gonna change everything, right? The house Wi-Fi. This is gonna be like the new default Wi-Fi for the whole house? Or just? Okay.
04:00
Speaker 1
[silence] Yes sir. What[silence] So once you've [silence] Yes, once you're properly renamed and rename the password and rename the Wi-Fi. After that you save it and then we can[silence] relocating. okay those child notes yes once it stays in the router connected hardwire your welcome uh how is it sir were you able to rename it already is it safe already okay let's wait for it before we move your child notes
05:00
Speaker 2
but one stays next to the router got it got it god got it thank you for your help that was crazyyeah it's it's configuring right now
06:00
Speaker 1
OK, you can try to go to your settings, sir, so that you can check if the Wi-Fi that you've renamed is already showing. You can connect to it. Sure. Yes, sir. You can still connect to that. You can actually, uh you know, change from time to time if we want to connect to the Cox Wi-Fi. All right. Okay, not a problem. That's not a problem. Is the Wi-Fi that you renamed already showing? Okay, perfect. Then you can now uh move your child.
07:00
Speaker 2
go to your phone settings and select your new Wi-Fi. And so Can I ask you a question? Can you still connect to the other like the just the normal Cox wi-fi, will it still connect? Sure. Okay. just because some of our stuff's already already configured. Okay, I think yep.
07:00
Speaker 1
one at a time So make sure the one that is near to the parent node turn it on, wait for it to turn blue and then after that that's the time you're going to turn on the other child nodes. Uh where is that showing in the app? Like is there an option to skip that? Because do you have already it it's already set up [silence] okay What is it shows now in the app Did it says their fits Like it [silence]
08:00
Speaker 2
Okay, so he's looking for child nodes right now. Yeah. Okay. Okay, the other two are blinking red. It says the other two are off line.
08:00
Speaker 1
there an option that it says there in the app sir complete set up done set up finish set up and you in the dashboard what's the light showing now in the child mode when you uh try to rename the wi-fi name and you if i password earlier is there an option that you click finished set up done set up okay can you try to close the app and then reopen it
09:00
Speaker 2
No. Yeah, I'm in the dashboard now. It says internet router's good. And then the offline are the two nodes. Oh. Now they're blue. Now they're blue again. Yeah.
09:00
Speaker 1
Yes, sir. One at a time. Yep. Okay, now I'll wait for you. All right. Then let's wait for it. Two minutes, the device should turn solid blue.
10:00
Speaker 2
That's what I just did. it's, okay, so they're all on, on, on, on line. So, wide, just, I can unplug one it a time, you said? Okay. I'm going to move this over here. Okay. Okay, that's solid blue. Let me grab the other one. Put this one upstairs. [silence]
10:00
Speaker 1
Wait. Are your devices now turn solid blue, sir? Stay solid blue? Okay. All right. So, yeah, um, everything has already been set up, sir. You'll have a network there separately for your cox and for your linksys device, so you can switch anytime you want. Um, anything else I can assist you aside from this? You're welcome, sir. If you need further assistance, do not hesitate to call us back here. This is Rio.
12:00
Speaker 2
Okay, I think we're good. Looks like they're all still connected. Yes, yes. Thank you. No. Thank you so much.
12:00