V2 Rubric Detail — 3e75383c-7402-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 21:34
Duration
46m 40s
Contact
Kevin McMillien
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00135238
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW0101_Child nodes not connected

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.25/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall55.6% (-10.4)

V2 Grader Summary

The agent failed to resolve the issue and provided materially incorrect technical information by claiming a solid red LED is normal during an update, contradicting the KB which defines it as an error. No meaningful troubleshooting was performed on the call, and the agent deferred all resolution steps to a post-call email. While ownership and communication were adequate, the lack of diagnostics and incorrect guidance resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to reconnect two old child nodes (LN1400) after firmware update; advised to reset and re-add nodes, email with detailed steps sent.

Troubleshooting Steps
  • Collected customer name, email, phone, and full serial number
  • Performed warranty status lookup
  • Explained LED behavior during firmware update
  • Advised to reset and re-add the problematic child nodes
Key Observations
  • Agent correctly identified blinking red as a potential pairing/firmware issue and advised reset and re-add, which aligns with KB guidance for unresponsive nodes.
  • Agent collected full serial number and performed warranty lookup, confirming out-of-warranty status clearly at [36:00].
  • No specific model number was confirmed initially, but 'Lenox' was normalized to LN1400 based on context and KB model references.
  • Advice was generic and not validated on-call; the customer was left to try steps without confirmation of success.
  • Agent did not guide the customer through the 5-press or Pair button method, nor did they verify the parent node's firmware or suggest a full mesh reboot.
Positive Highlights
  • Collected complete customer information including full name, phone, email, and full serial number at [30:00–33:00].
  • Performed a warranty lookup and clearly communicated the out-of-warranty status at [36:00].
  • Correctly interpreted blinking red as a node connectivity issue and advised factory reset and re-pairing, which is consistent with KB guidance for unresponsive nodes.
  • Offered to send a detailed email with step-by-step instructions, providing a concrete self-help path for the out-of-warranty customer.
Agent Errors / Gaps
  • Failed to explicitly confirm the product model number despite customer mentioning 'Lenox' (LN series) at [23:00].
  • Did not follow the full Velop child-node pairing procedure (e.g., 5-press or Pair button method) as documented in velop_child_node_setup.md and universal_mesh_node_management.md.
  • Did not verify the parent node's firmware version or suggest a full power cycle of the mesh system, which is a standard step in firmware-related issues.
  • Provided only a high-level reset suggestion without confirming the result before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call with two old child nodes still blinking red and offline; no successful reconnection was achieved or confirmed during the call.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped systematic troubleshooting — did not guide customer through factory reset, pairing method verification, or firmware check; only suggested unplugging and promised future email.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status and offered best-effort support via emailed instructions rather than dismissing the case, aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (red LEDs) and asked about placement and ISP, but failed to ask key diagnostic questions like prior reset attempts, model compatibility, or app topology details.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied solely on customer’s app description without guiding them to verify node status via admin dashboard (http://myrouter.local) or checking DHCP client list — a tool clearly needed for accurate diagnosis.
T3 Not Met No misinformation conf 100%
Agent stated 'flashing red or solid red... that's actually correct since you did an update,' but KB (velop_wifi_connectivity.md) explicitly states solid red means 'Error — no internet or hardware fault.' This is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gathered personal info and placed on hold without explaining why or how long; set no expectations for next steps beyond 'I’ll send an email,' leading to passive control.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, verified spelling, and repeated back information clearly; adapted tone to customer’s pace and avoided jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, collected required data, and committed to follow-up via email instead of transferring or abandoning the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send instructions but gave no timeline or confirmation of when email would arrive, leaving customer uncertain about next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Issue was within scope of L1 support; agent reasonably decided not to escalate given it involved basic node re-pairing for an OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent thanked customer for waiting, used polite language, and remained courteous despite technical limitations.
X2 Met Tone & rapport conf 85%
Agent matched customer’s speaking pace, confirmed understanding through repetition, and maintained conversational flow.
X3 Partially Met Overall experience conf 80%
Agent could have reduced effort by guiding customer through reset steps live or checking node status together, but instead deferred all action to post-call email.
Call Transcript39 turns · 43 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Yes. Hi. I'm trying to get my child nodes to connect. So I just got a new upgraded system of Lenox Nodes and the three that I have paired and one of the old child nodes paired, but I'm still having issues with two others. So I just
23:00
Speaker 2
Hi, thank you for calling Cisco. My name is Clark, how can I help you?
23:00
Speaker 1
just went back onto the app, and now I just went and hit, uh, update for any software updates to it. so so that's that's going on right now. Yeah, well, uh, I'm not sure if this is the, uh, I'm just on the app and it just said update the software, so I don't know if I'm updating the new model I just got. I just went and I just started updating. I'll try that. Yeah, it's still going on right now. Yeah, it's still going, right. Yeah, right now it's saying that it's restarting your Wi-Fi.
24:00
Speaker 2
So, so currently sir you're updating the for the version of all of your child nose is that correct? Currently. I see. So you didn't you didn't top that one yet. Is that correct? You didn't did the update. for the meantime? Oh, it's still going on. Oh, okay.
24:00
Speaker 1
Okay, so the, the, like I said before I did the updated software, I went through the app and I was able to connect the three uh main nodes that I just got. They were all um blue and um I had one of the child nodes, the older version to connect. But uh now that
25:00
Speaker 2
top already to the update the firmware, then it will update the firmware version of the new node that you have. So, since you mentioned that it's already shows a restarting. So, those nodes that you have right now will reboot since again, they updated the firmware version, but once they all get and updated the firmware the firmware version, then they will auto connect to your network and will show up as a solid blue light or solid white. [silence] [silence] [silence]
25:00
Speaker 1
Like I said, I'm just waiting for the, uh, the restart to happen again because now all the nodes are back red. Yes. Um, that was a solid red. So I have two that's solid red, but I'll have to go down into my basement because that's where I have everything at. Yeah, so, and that's a solid red. So right now everything is solid red, but I'm assuming that that's going on because it's restarting the Wi-Fi system. Right. Okay. So I'm just letting that go.
26:00
Speaker 2
uh-huh um yeah so flashing red or solid red uh-huh that's actually correct since you did an update
26:00
Speaker 1
okay okay I'll go check it now hold on alright so the main node is a solid blue that's right there at the moment that that is connected and that's a solid blue the yeah and then the others and then the two nodes I'm trying to pair they're blinking red
27:00
Speaker 2
I try to check the main one like the main node or the parent node if it's followed blue or it's flashing or what ever.
27:00
Speaker 1
Yeah, except the two old child knows that I have. Yeah, yeah, yeah. So, yeah, now, like I said, because of doing the restart, they're, they're blinking red. [silence]
28:00
Speaker 2
Okay, so the old two old child nodes are showing solid red instead of solid blue earlier by you adding the new ones. Is that right? Okay. All right, sir. Got it. Thank you so much for that. So, technically, sir, right now, since we did some update on the firmware version, especially to the new nodes, so technically right now the two new child nodes are rebooting. so they will reconnect eventually to your network. So you just really need to give them a couple of minutes in order for them to turn to solid blue. However, for your old ones we need to check them further if
28:00
Speaker 1
Right. Yes, that's correct. So I have three old child node and I have three of the the new model nodes that I just got. Yeah, three old, three new. Right. Yeah.
29:00
Speaker 2
they are actually still connected to your network or not, because, uh, if they're not connected then we might need to reset and re-add them to your network. So, um, I believe, the reason, uh, or I guess, the reason that you're calling right now because of your old nodes that are showing solid red or not connected, um, is that right? So you have a total of two new nodes and a total also of two old child nodes. Is that correct?
29:00
Speaker 1
I was able to get one of them automatically connected, but the two other O nodes did not connect. Yeah, that's fine. Kevin McMillan. Yeah, M-C-M-I-L-L-I-A-N. M. Yes, I-I-L-L-I-A-N.
30:00
Speaker 2
Okay, I see. We can further isolate and help you with that one, sir. However, I need to gather some information first in order for me to create a ticket on our system. Will that be okay? Um can I have your first and last name please? Um, would it be okay if you're going to spell out your last name? Uh M-C M is that right? I.A.N. Okay. Got it. Thank you so much. Um also verify your phone number is showing on our system. It's 70.4. Um, 6-9.
30:00
Speaker 1
Yes, that's my home number. Okay. Okay. Okay. Yes. Yes, that's for the number.
31:00
Speaker 2
9 6 8 1 1 7. Is that correct? All right. In case our call gets disconnected, I'll be using this phone number so I can give you a call back right away. Okay? All right. Can I have also your email address? All right. Let me just verify that one quick. it's k for kill, m for Mary, AC for Charlie, underscore 2013 @yahoo.com. Is that correct? All right. So since I already have your personal information, then I'll be asking now for the information of your old, information of one of your old child notes, can I have the serial number of that one fee?
31:00
Speaker 1
Okay. Give me a second. I gotta go back and get me... Just give me one second. Okay. All right. The serial number of the old node, well, one of them is 25.
32:00
Speaker 2
Uh yeah, sure. Yeah, for sure, take your time.
32:00
Speaker 1
5. F is in foxtrot 1 1M is inMike 3 8A is inalpha 10 1 2 0W is inWhiskey H is in hotelW is inWhiskey 0 1 spectrum spectro How long has this link been I say four the 0-1 I say four years three to four years
33:00
Speaker 2
All right. And what is the model number of the old router here? [silence] All right. And may I ask who's your internet service provider? Spectrum. Okay. [silence] And by the way, sir, may I ask how long have you been using this latest router? The old one, yeah. 3-4 years. Okay. [silence] All right. So for these ones, sir, before, uh, before we start doing some troubleshooting, I'll need to validate first the warranty status of this device. Before we can proceed on doing some troubleshooting. Um, just give me a minute or two then. I'll be right back. I'll just put this gauntlet on hold, okay? Um, on holds. [silence] All right, sir Kevin. Thank you so much for patiently waiting on the other line. So, upon checking here on our system, sir, um, upon validating the warranty status of this device, it shows that the warranty of the device is already, um, oh, the hardware warranty of the device is already out of warranty last October 4, of 2023. So, um, I just want to let you know that, uh, based on our policy, once the device is already out of
33:00
Speaker 1
Well, right now, they're both blinking red. Yes, the old nose are blinking red.
37:00
Speaker 2
Well, so, but uh, with the information that you provided right now, since the nodes are showing solid red, um, could you please describe to me first, um, on, um, on the, is it like a, the red or a pinkish red, cc, the old, um nodes that you have.
37:00
Speaker 1
Okay. Well, I mean, they're pretty much in the same room with the parent node. So I mean, I could press the reset, I could press the reset button or unplugged and see what happened. I don't know if that's.
38:00
Speaker 2
Okay, alright. Uh, how about this one? Can you try to unplug- just try to have this- try to unplug these old- two nodes and bring it- it closer to where- is the parent node is and try to, um, plug these two nodes closer to the parent node and try to check and see if they will turn to solid blue or not. Have you already tried that? Oh, okay. Okay. Yeah, you- Yeah, you can actually try- you can actually do that. Like, by resetting it properly and re-adding it back, um, to your network. And I said, Jess, um, since you're already using the l-
38:00
Speaker 1
yeah, that's fine. Okay. yeah, yes, that's it. okay. Well, I mean, cause I'm on an app and I see where it says, it says, yeah, it's saying that
39:00
Speaker 2
wes app I can also suggest you some other ways or other methods on how to add the child node to your network, uh, which I can send it over to you via an email. Um, would that be okay then? Alright. So, um, I'll just need to verify again your email address, sure, Kevin. It's KEMAC _2013@Yahoo.com. Right? Okay. Alright, thank you so much for that. So after this, uh, call is ended, um, I'll collate all the articles or all the steps that you can try, um, so that you can properly reset and add the old new nodes. Okay? Sure. Are they showing on the link this app?
39:00
Speaker 1
child node one and child node two are offline. So I, I don't know if those are the uh I thought well, I have uh like I said, the new set I have is three. So uh it's showing one is up to date. Server number is 10156. 10. See what's not even that when that's a different node right there that's up to date. But if I'm on the app and I just un- unplug them and plug them back in. It was just saying that I'm offline on the child node one and two. So I'm thinking that- I'm thinking those are the new ones or what or could they be the old nodes?
40:00
Speaker 2
Okay. The old the old one. Okay. Yeah. That's old. Yeah, that's the old one. That's the old one. Yeah, mm-hmm.
40:00
Speaker 1
Okay. Okay. to see. Okay. Okay. Well, how do I, uh, reconnect them? Okay. Okay.
41:00
Speaker 2
if there were the original registered as a Child node 1 and Child node 2. So in order for you to properly probably reconnect to two nodes. It's better to reset them and reconnect them in order for them to regain connection back to your parent node. Uh, yeah, I can I can provide the you an email instruction on how to properly reset. And also I'll provide you some stats uh aside from the links that app in order for you to add the Child notes, okay? right. So, thank you so much, um, Sir Kevin.
41:00
Speaker 1
Well, the, uh, well, it's blinking blue. So, the, uh, the new, uh, other two nodes that I have, uh, like I said, the, the parent node that's connected and, uh, they're connected. Well, it's saying that it's connected, but they're blinking blue. Huh? Yeah, the. Yeah, two of the, uh, three, like I said, the parent node is a solid one. Um,
42:00
Speaker 2
Again, if you are having some issues or problem, especially with your new nodes, are the only devices that we can provide like a free technical support, since that out of warranty devices, we cannot provide. So you can just you can give us a call back anytime, okay? Mm-hmm. Uh, both new nodes. Mm-hmm. Uh, both two nodes. Or both new nodes. Uh-huh. Mm-hmm. Both new nodes. Okay, you can try to reboot them, like unplug them and plug back in. So just do like a quick reboot, and they should reconnect to the network.
42:00
Speaker 1
Okay. I guess, uh, I mean, so one is solid blue and one is blinking blue. Um, Let me see if that will come online. I don't know. Is there uh anything you can do with the uh the new child? Uh no that's blinking. It's not um I've unplugged it, but it's oh hold on. It just it just came online. Okay. Hmm. All right then. Well I guess that's it. I mean I'm I'm like I said I'm on the um I'm on the app and it says uh it has four nodes connected. So yeah so it has the three and the one old one. But for whatever reason though, um well you said you're going to send me over the X service on how to reconnect the two O nodes because that that
44:00
Speaker 2
um yeah mm-hmm mm-hmm um all right mm-hmm yep
45:00
Speaker 1
1 0 node connected though without a problem. Okay. Okay, all right, thanks a lot. I appreciate it. Okay, thank you, bye bye
46:00
Speaker 2
A OK. All right. You're very much welcome. So, and again, if you need further assistance regarding with the new nodes that you have, you can always give us a call, okay? All right, thank you so much. Have a good one, sir. Take care.
46:00