V2 Rubric Detail — 41d3651a-7ae9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:22
Duration
6m 37s
Contact
Jeff Corbin
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00109828
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Parent Node_MX6200

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall46.2% (-25.8)

V2 Grader Summary

The agent provided correct reset instructions for some models but failed to diagnose the problem, ask clarifying questions, or verify resolution. No escalation was needed, but the lack of troubleshooting and technically inaccurate LED guidance (blue light vs. solid purple for Velop series) means the issue remained unresolved, resulting in an Unresolved outcome.

V1 Case Analysis

Advised customer to factory-reset parent node (hold reset until blue light) and reconfigure Wi-Fi with same SSID/password to allow child nodes to auto-reconnect. No verification obtained.

Troubleshooting Steps
  • Set expectation of brief internet loss during reset.
  • Instructed to press and hold the reset button until the blue LED appears.
  • Advised to recreate the same SSID and password after reset to allow child nodes to auto-rejoin.
Key Observations
  • Agent did not verify that the customer completed the reset or that the network was restored before ending the call.
  • No product model or serial number was collected, which is a protocol miss for product-specific troubleshooting.
  • Instructions were technically sound and aligned with KB guidance for Velop mesh systems, with one minor exception: the KB specifies a solid purple light (not blue) for Velop MX/MR/WHW series after reset.
  • The agent's guidance to use the same Wi-Fi name and password to avoid resetting child nodes is correct per universal_mesh_full_rebuild.md.
Positive Highlights
  • Set clear expectation of a short internet outage during reset.
  • Provided a logical and efficient troubleshooting path by resetting only the parent and preserving child node settings via consistent SSID/password.
  • Recommended using the same Wi-Fi name and password to avoid resetting child nodes, which aligns with best practices in universal_mesh_full_rebuild.md.
Agent Errors / Gaps
  • Did not obtain confirmation that the steps were completed or that the issue was resolved.
  • Did not collect or confirm the product model number, which is relevant for accurate LED interpretation and reset procedure.
  • Stated the reset should be held until a 'blue light' appears, but per KB (universal_factory_reset.md), Velop MX/MR/WHW series show a solid purple light when ready for setup after reset — not blue. This is a minor accuracy deviation that did not affect the outcome.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the issue was resolved; only gave reset instructions without verification.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic questions or step‑by‑step troubleshooting were performed; agent jumped straight to a reset.
R3 Partially Met Correct resolution path conf 85%
Agent chose to reset the parent node and re‑configure, which is a reasonable path, but did not verify if a reset was actually needed.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify specific symptoms, ask about model, internet status, or other relevant details.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not attempt to use or recommend checking the admin interface (e.g., myrouter.local or myrouter.info) to assess node status before reset — a key tool in mesh troubleshooting.
T3 Not Met No misinformation conf 95%
Agent instructed the customer to hold reset until a 'blue light' appears. Per universal_factory_reset.md, this is correct for 'Most Routers' and LN1100 v2, but for the Velop Intelligent Mesh Consumer series (MX/MR/WHW), the ready state is 'solid purple'. Without identifying the model, the agent provided a specific LED target that is factually incorrect for a large portion of the product line.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations about loss of internet, guided the customer through the reset process, and kept the conversation on track.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and confirmed the customer understood the steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, provided instructions, and did not transfer the call.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: reset the parent node, keep the same Wi‑Fi name/password, then re‑configure.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; appears to be a first‑contact interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was made and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent did not express empathy or acknowledge any frustration; interaction remained purely procedural.
X2 Met Tone & rapport conf 90%
Agent matched the customer's pace, used simple language, and checked understanding.
X3 Met Overall experience conf 90%
Agent advised keeping the same SSID/password to avoid resetting child nodes, reducing the customer's effort.
Call Transcript4 turns · 5 lines
Speaker 1
This is links this technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links this specialist. [silence] Hello? Sure. Yeah, this is Mark from links is uh I was supposed to call you yesterday, but I'm wondering if today is still a best time to call you back. [silence] Sure. Alright. Awesome. Alright, so Last week, uh, we're, we're supposed to perform a reset to the nodes, then reconfigure. Uh, is that something that we can do now? Yeah. So, we, before we do that, I just wanted to, uh, set expectations that you will lose internet connection for, a couple of minutes. All right. Okay. So, here's what's best to do. Sir. Uh, we'll just reset the parent node, and then
00:00
Speaker 2
Yeah. You want to do that? Oh. Yeah. It'll be fine. Okay. All right. I'm going to go over and get her. Okay. And then you want me to just call you. Okay. Oh. look up we're good. Yeah. I'm I'm I'm expecting maybe more than two minutes so it's okay. I'm sorry. OK, you know, I mean, yes, that's the one I'm not making. Big phone call. Yes. That's a big one.
01:00
Speaker 1
We reconfigure it. Just makes sure that you create the same exact Wi-Fi name and password so that the the child nodes will just reconnect without, you know, having the troubles to reset the child nodes and then add them one after the other. Okay. All right. Awesome. Awesome. And so to to do the do the reset, you need to press and hold the reset button at the bottom of the node. Keep holding till it shows a blue light and you let go. Sure. [silence]
02:00
Speaker 2
Right. Yeah. Yeah, that's fine. I've done this before. I've done this before, so I know how to do this. Are you here? Okay. OK. one of the OK. give me a minute I'm going to go over there and I'll do this. Okay. Give me one minute, please. All right. Okay.
02:00