V2 Rubric Detail — 3cc5d89a-7c8e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:36
Duration
51m 54s
Contact
Paul Hanley
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136718
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication0.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall32.9% (-25.1)

V2 Grader Summary

The agent restored basic internet via a new parent node but failed to resolve the unstable child node, offering only observation and upgrade advice. Critical technical inaccuracies (repeated 'solid green' LED references) and failure to use diagnostic tools or escalate a likely hardware defect undermined resolution. Communication breakdowns and high customer effort further limited the outcome to partial resolution.

V1 Case Analysis

Customer unable to connect new parent node; after checking Wi-Fi credentials and performing 5-press reset, parent node obtained internet. Child node remained unstable (blinking red/green). Advised to relocate child node, observe, and consider replacement. Ticket #136718.

Troubleshooting Steps
  • Verified Wi-Fi SSID and password on the router label.
  • Asked customer to try connecting with another device.
  • Instructed customer to perform a 5-press reset on the node.
  • Confirmed parent node obtained solid green/blue and internet connectivity.
  • Guided customer to relocate the child node closer to the parent and observe LED status.
Key Observations
  • Agent correctly identified that the Wi-Fi password should be taken from the label.
  • Use of the 5-press reset method was appropriate for mesh nodes.
  • Agent did not collect the product model number or discuss warranty status.
  • Call control was weak; many repeated prompts and long silences.
  • Customer achieved internet on the parent node but the child node issue was left unresolved.
  • Agent failed to verify upstream WAN connectivity or ISP status, which is a critical step per KB.
Positive Highlights
  • Captured the serial number (20J10) and created a ticket.
  • Guided the customer through the correct 5-press reset procedure.
  • Successfully got the new parent node online and confirmed internet access.
  • Provided a clear ticket number for future reference.
  • Correctly interpreted solid blue/green as online and ready per velop_wifi_connectivity.md.
Agent Errors / Gaps
  • Did not ask for or confirm the product model number.
  • No warranty eligibility discussion despite hint that the model is discontinued.
  • Repeatedly asked the customer to re-enter the same password without confirming the exact SSID.
  • Failed to verify upstream WAN connectivity or ISP status — a required step per velop_wifi_connectivity.md and universal_isp_modem_diagnostics.md.
  • Did not check if the child node was receiving power or if cables were secure.
  • Limited summarization and next-step clarification; left the child node issue ambiguous.
  • Allowed long silences and failed to maintain call control, especially during customer movement (e.g., [24:00], [27:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent restored internet via new parent node but left child node unstable with blinking red light, advising only to observe and consider upgrade.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent guided password checks, device swaps, proximity, and LED observation but skipped WAN verification, router UI access, or speed test despite hardware symptoms.
R3 Partially Met Correct resolution path conf 86%
Agent noted discontinued model and recommended upgrade but failed to check warranty status or offer RMA despite clear hardware failure signs (solid red, non-broadcasting).
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptoms (wrong password, no broadcast, solid red) and tried steps but did not ask about modem status, WAN cable, or router model — omissions critical for root cause.
T2 Not Met Appropriate tools / resources used conf 92%
No diagnostic tools used — agent did not direct customer to router UI (http://192.168.1.1 or myrouter.local), check internet status, or run speed test despite repeated hardware-like symptoms.
T3 Not Met No misinformation conf 95%
Agent repeatedly referenced 'solid green' LED — a non-existent state in Linksys devices (valid: blue, purple, white, red) per velop_wifi_connectivity.md, materially incorrect.
Communication
C1 Not Met Clear & professional language conf 91%
Call featured long silences, failed connection checks ('Can you hear me?'), lack of framing, and no clear transitions; agent lost control during troubleshooting.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent, non-standard terminology (e.g., 'solid green'), did not confirm understanding, and failed to adapt to customer’s confusion or physical effort.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call from start to finish, performed hands-on troubleshooting, and did not transfer or abandon the case, demonstrating ownership throughout.
O2 Partially Met Proactive follow-through conf 85%
Agent advised to 'observe connection' and 'call back if needed' but provided no timeline, proactive follow-up, or concrete next steps beyond vague monitoring.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 89%
Despite clear signs of hardware defect (node stuck on red/blinking, failure to pair) and discontinued model, no escalation or RMA was initiated — a warranted escalation was omitted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so execution quality cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent ended politely and acknowledged patience but showed minimal empathy during the call despite customer frustration, repeated failures, and physical effort (walking upstairs).
X2 Not Met Tone & rapport conf 91%
Agent maintained a rigid, repetitive tone, failed to adjust pace or clarity, and did not re-engage after silences or confusion, leading to disjointed communication.
X3 Not Met Overall experience conf 90%
Customer had to repeat actions (checking passwords, moving nodes, walking upstairs), try multiple devices, and endure repeated resets — agent did not streamline or reduce effort despite clear signs of fatigue.
Call Transcript58 turns · 73 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. Hi, this is Reggie from Linksys Technical Support. I'm giving you a call back since you got disconnected earlier. Am I talking with Paul Hanley? And is your computer or laptop connected to your Linksys router? Hello?
00:00
Speaker 2
[silence] Yes, yes, this is me. Yes, this is me. [silence] Can you hear me? [silence] Hello? [silence] No, the answer is "No" because [silence] the password that I'm getting [silence] it does not seem to match.
00:00
Speaker 1
Make sure you entered what is your Wi-Fi name for the new parent node. No, it's not Stress anymore, because we have a new parent node. It should be underscore weld setup. Check on the bottom. Okay, select that one and enter also the password labeled on the bottom of the parent's notes. Make sure to double check that one on the bottom of the parent's notes.
01:00
Speaker 2
That's. I called it Pearl 2 Wi-Fi, but that's not, yeah, yeah, it's, it's, yeah, it says underscore level set up D to C. Yeah, I've tried it three times. I'll try it one more time. [silence]
01:00
Speaker 1
double check your Wi-Fi password on the bottom itself of the parent node.
02:00
Speaker 2
make sure the what? yeah. I did. let me get a magnifying glass to make sure I've got the right
02:00
Speaker 1
Make sure that capital, it's capital, small, copy it.
03:00
Speaker 2
Yes, M, I, D, C, F, M, I, D. Yeah. That's what I've got. It is not connecting on that password. No. I don't know. [silence]
03:00
Speaker 1
Try to use another devices, if you're able to connect. [silence] Are you connected now? But is that the correct wifi name, password of the new parent node, sir? [silence]
04:00
Speaker 2
[silence] Trying another. No. I'm trying a different device and it's not connecting on that either. Let me check the Wi-Fi name. Maybe this is the old the old one. Philip setup d2C. Oh, well, no, it's got a different network name. It says. Um, Byva(Viava)Eu-EuLu. Philip EU EuLu. Okay, love. Waiting for BT connection. Continue detection. Connection failed. Re-detect. Oh, yes. Maybe it's on a different one. Connecting device.
05:00
Speaker 1
Select that one and enter your Wi-Fi password. Check your available. Check your available network. You can also turn on and off your Wi-Fi, sir, to refresh it and then check if the new Wi-Fi name of the parents noticed were casting.
06:00
Speaker 2
uh not showing up on the networks. Solid red light.
07:00
Speaker 1
(right channel) which is do if the like if a why why fight I name of the other not her broadcasting, because if the why why fight I name where is no longer showing up, there that's a big possibility that that device is defective check if the other wel here they there child nodes now because reset that one they've already set up new.
08:00
Speaker 2
It's still not showing up. Yet, it's not It's the it's the other child node or the original parent. So, set up the check the original parent.
08:00
Speaker 1
the iparent notice also turned off
09:00
Speaker 2
the other child network is not showing up. I'll go out and and check them. Wi-Fi off on. Uh let's see what's up here. The only ones showing up is the original parent. \[silence\] I'm sorry say that again. Uh. Yeah I'll have to go upstairs and get it and fire it up. What you just connect it to through an ethernet to the ethernet cable. \[silence\] All right now I'm getting
10:00
Speaker 1
[silence] no, let's swap the node again. make the new, make the new, the last node, and then this node this is, [silence] is no longer broadcasting, turn off this one and set aside that for the meantime. [silence] no, there's only one node that we did not swap. use that. And provide the serial number. [ silence ] [ silence ] [ silence ] OK, how about the other node? Is it closer or 2 to 3 feet away from the parent node for the setup process?
12:00
Speaker 2
The serial number for that one is 20J10.
13:00
Speaker 1
Right . Now make sure the Internet cable is connected to the new parent node. They are both solid red. And the Ethernet cable is now connected to the port of the new parent node.
14:00
Speaker 2
There, they're, they're within about a foot of each other, but I have to plug in the Wi-Fi cable. [silence] [silence] [silence] Okay, just got it connected. Solid red. Should it be showing up on the available networks? Yes.
14:00
Speaker 1
one is turned on. Okay, now go to the parent node and press reset the release button five times within five seconds to setup. Observe the light indicator. So let's just observe it for three up to five minutes. Yes, but let's just try to observe it. And check also the light indicator of the child node if it's blinking. So both nodes are blinking. Hello.
15:00
Speaker 2
Yeah, okay. I'm gonna need the password for that one, right? Okay, [silence]
16:00
Speaker 1
How about the other nodes are, is it blinking? Is the other node also blinking? So the parent node is now solid blue. So let's just so let's just, let's just wait for the other one to turn solid green and can we connect your device to the Wi Fi name and password of the new parent node and check if you can access the internet.
17:00
Speaker 2
hello hello can you hear me no it's solid red now it's blinking solid green the child is child is blinking red yeah i gotta get the [silence] 1 8 A SVP XB1 and this is for network and NFL
17:00
Speaker 1
I think I just logged on with the wrong, with my built in to this.
20:00
Speaker 2
[silence] All right. Finally something's working. I got connected to that new parent node. I've got internet connection. Solid green. Both solid green. No, I'll just... I'll just keep that.
20:00
Speaker 1
And for the other nodes there uh there's a possibility that is also already um defective but you can try to troubleshoot that one and since you prefer to use the Wi-Fi name and password labeled on the bottom of the main node then so you may now proceed to relocate the child node.
21:00
Speaker 2
Yeah, I'll just keep that. Well, all right. [silence]
21:00
Speaker 1
Yeah, because if the SS idea is no longer broadcasting. So after you will locate that one, so we can turn on the other node, and let's see if the SID of that node is broadcasting. because earlier it won't add. It will not also setup as a parent node. The possible that is defected. [silence]
22:00
Speaker 2
Yeah. Oh. Oh, okay. So, I'm - Let's see. Moving toward my very Rocks, I think i - I see. Which one - I see, i, whom the paste code and batteries? Oh, all right. stay with me I've gotta walk upstairs [silence] Okay, I walked upstairs, repowered it. It's not showing anything. Originally when I got here, the, it was connected. This child node was connected through an ethernet cable to this switch.
22:00
Speaker 1
How far it is from the parent node. Okay, so let's just wait for that one to turn solid green.
26:00
Speaker 2
Maybe blinking blue now. Very faint. Bigger light. Should I connect up the ethernet cable? [silence] Oh, it's up a floor. I would say about 25 30 feet. Now it's blinking red. Okay. [silence]
26:00
Speaker 1
this video to go back to the node that might be defective. Please turn it on. Put it closer to the parent node. Let's just say two feet apart.
27:00
Speaker 2
[silence] Okay, just turned solid green. [silence] Okay. Okay. I've got to walk back downstairs. Now the one upstairs, I was just getting ready to leave and it went to red. Now it's [silence] off. Now it's green. Staying green, Now it's going off. Now it's It's still changing. It's like it's trying to go green, then it fades out. Let's see, now it's solid green again. Yeah, now it seems to be staying. I'll assume it's just stabilizing or something. All right. Let me go back downstairs and try the other problem one.
27:00
Speaker 1
Yes, I'm still here, waiting for the no, uh, turn on, so that Dr. Gaines Purchase.
29:00
Speaker 2
Are you there? [silence] Yeah. Okay. I had a problem with my headphones. I'm putting it on speaker. All right. the blue
29:00
Speaker 1
Hello? [silence] What is the wifi name of this node, sir? [silence] Hello? [silence] Are you still there? [silence] I would like to set an expectation, sir. [silence] I cannot hear your voice in my end. [silence] Okay. So what is the wifi name of this node?
31:00
Speaker 2
Can you hear me now? [silence] Yeah, give me a minute to look it up. Connected set up 510 bracking red
31:00
Speaker 1
What is the light indicator for this node now? Just keep on blinking red.
33:00
Speaker 2
blinking red
33:00
Speaker 1
[silence] And it's still blinking red. Can you please press and hold the reset button of this node sir, and describe it?
34:00
Speaker 2
Okay, it's fading. One saw the red fly. Went off. Now blue. Now it's blinking blue.
35:00
Speaker 1
Notes a problem also. Do we have the option here to plug this one on the wall outlet? Well, let's just say to observe it. If it will still be red.
36:00
Speaker 2
Yeah. No, it's, it is in a power strip. Yeah, but it won't be close to the other, to the parent node. It'll be Let's see what happens after it blinks blue. Yeah, solid red. Yes, I have it. You don't want me to join this one? The 5 10 with the password? Okay.
36:00
Speaker 1
y and five times within five seconds. How about the note that we're trying to set up? Let's keep on observing it.
38:00
Speaker 2
Okay. All right, parent node turn yellow. Blinking. Now green. Solid. Blinking red now.
38:00
Speaker 1
So let me know once it's turned to solid green. [silence]
40:00
Speaker 2
Okay, just turned solid green. solid red just turn. then it went off. solid green went off. keep going green back on [silence] staying solid green [silence]
41:00
Speaker 1
Okay, so what is the light indicator of the node now? [silence] Did you relocate that one since it's already set up? Silence
44:00
Speaker 2
I relocated it but I've got to plug it in at the relocated um place okay I just plugged it in um what faint blue blink um blinking blinking blue
45:00
Speaker 1
Okay, keep observing it for one minute.
47:00
Speaker 2
s all right just all the green it's all heard it feels soft looks like off
47:00
Speaker 1
and wait for 1 minute if steady green [silence] Okay, so it means it's already set up. Yeah. Is there anything else that I can help you with?
48:00
Speaker 2
Still同意. I think it's been about a minute. No, let me go check this. Let me go check the other child to make sure it's still it's still. Okay. Yeah, it's follow, green. Uh no, thank you very much for your help. I appreciate your patience. This is this is quiet.
49:00
Speaker 1
. Yeah, Because as of now, also, We are no longer manufacturer this model. So I try to check if this was purchased 2020, so it's couple years ago. And I would like to set an expectation so that this model is no longer visible on the Linksys app. Okay? So for the meantime, observe your connection. Use the Wi-Fi name and password label at the bottom of the parent node so that you have reference. And just call us back if you need assistance, further assistance. Just use this this ticket number 136718. Yeah. Yes, on the future, but at the moment sir, just observe your connection. And if the issue continues and it's getting worse,
50:00
Speaker 2
Yeah. [silence] Yeah. [silence] it okay? um if I wanted to, would you recommend that I upgrade the system? Yeah. [silence]
50:00
Speaker 1
highly recommend that it's time for you to do an upgrade or purchase a new one. Okay, you're welcome and have a great day. Take care and bye for now. [silence]
51:00
Speaker 2
Yeah. Okay, thank you. You too. Bye.
51:00