V2 Rubric Detail — 42158436-64e1-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-10 15:30
Duration
33m 27s
Contact
Beverly Haverkamp
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132959
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: node lost connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution3.75/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall85.1% (+53.1)

V2 Grader Summary

The agent successfully resolved the child node pairing issue using correct procedures including the 5-press method and wired backhaul test, with strong call control and customer engagement. However, the agent failed to verify warranty status before charging for paid support, which is a clear protocol violation, downgrading R3 to Not Met despite technical success.

V1 Case Analysis

Customer unable to add child node; node blinking red. Agent collected payment (PCI violation), used unconfirmed 5-press method, and provided incorrect LED guidance. Node briefly appeared in app but failed after relocation. Issue unresolved; follow-up email promised.

Troubleshooting Steps
  • Collected payment for paid-support session (PCI violation)
  • Instructed 5-press pairing on parent node
  • Power-cycled parent and child nodes
  • Attempted wired Ethernet backhaul
  • Monitored LED state changes (blue, red, teal)
Key Observations
  • Agent collected full credit card details (number, expiration, CVV) over the phone, a clear PCI compliance violation [04:00–05:00].
  • No product model was confirmed before providing model-specific instructions like 5-press pairing [08:00].
  • 5-press pairing method was used without confirming device compatibility; guidance contradicts standard Velop app-based setup flows for WHW/MX/MR models.
  • Agent referred to a 'teal' LED state, which is not documented in Velop LED guides (standard states: solid blue, blinking blue, solid red, blinking red) [15:00, 25:00].
  • Child node briefly appeared in the app [27:00] but failed after relocation [30:00], indicating no stable resolution.
  • Agent promised to send follow-up instructions via email but did not confirm resolution before ending the call [33:00].
Positive Highlights
  • Agent attempted to guide the customer through multiple troubleshooting paths including 5-press pairing, power cycling, and wired backhaul [08:00–23:00].
  • Agent recognized the need to try a wired connection to stabilize the node during setup [18:00].
  • Agent offered to send follow-up written instructions via email, which could help the customer continue independently [33:00].
  • Agent maintained a calm tone and attempted to manage customer expectations despite technical confusion.
Agent Errors / Gaps
  • PCI violation – collected full credit card number, expiration, and CVV on the call without pausing recording or using secure payment system [04:00–05:00].
  • Failed to verify product model before providing model-specific troubleshooting (5-press pairing) [08:00].
  • Provided incorrect LED interpretation by referencing a 'teal' state not documented in Velop product guides [15:00, 25:00].
  • Used 5-press pairing method without confirming compatibility with the customer's Velop model (WHW/MX/MR series typically use app-based or WPS pairing, not 5-press) [08:00].
  • Did not confirm that the problem was fixed before closing the call; outcome was ambiguous and unstable [30:00–33:00].
  • Misled customer by stating the Linksys app is no longer compatible for adding child nodes without confirming model or firmware version [04:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'It's recognizing it now... It's connected' and ends call satisfied with thanks.
R2 Met Diagnostic thoroughness conf 95%
Agent conducts logical troubleshooting: checks LED status, uses 5-press method, tests wired backhaul, monitors light changes, and validates app recognition.
R3 Not Met Correct resolution path conf 90%
Agent processes $15 paid support fee without confirming warranty status or device age — violates protocol requiring warranty verification before offering paid support.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies symptom (child node not connecting, blinking red), asks about LED states and Wi-Fi visibility, and follows a logical diagnostic path.
T2 Met Appropriate tools / resources used conf 90%
Appropriate use of customer’s phone Wi-Fi scan and physical reset/5-press actions — no tools missing or misused for this node-pairing scenario.
T3 Partially Met No misinformation conf 85%
5-press method is correctly applied, but 'solid teal' light state is not documented in KBs; KBs specify solid blue/purple/white — inaccurate LED description affects technical accuracy.
Communication
C1 Met Clear & professional language conf 90%
Agent maintains control: sets expectations ('wait 3–5 minutes'), guides transitions, and keeps focus on troubleshooting steps.
C2 Met Confirmed understanding conf 90%
Uses plain language, checks customer understanding ('Can you see Bella?'), and adapts to confusion by repeating instructions clearly.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end: processes payment, performs troubleshooting, and sees resolution without transfer.
O2 Met Proactive follow-through conf 95%
Provides clear next steps: wait for solid teal, refresh app, will email instructions — includes realistic timelines and follow-up.
O3 Met Closure confirmation conf 90%
References existing ticket details ('as per tracking here') and avoids re-asking known information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent is polite but does not acknowledge customer frustration, repeated effort, or express empathy — interaction remains transactional.
X2 Met Tone & rapport conf 90%
Adapts to customer’s pace, checks in frequently, confirms observations, and keeps customer engaged through a complex process.
X3 Met Overall experience conf 90%
Avoids unnecessary repetition, uses direct methods (Wi-Fi scan, 5-press), and minimizes customer effort despite hardware complexity.
Call Transcript59 turns · 63 lines
Speaker 2
Welcome to Linksys Support. To insure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Please register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products. Paid support may be available, depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal, non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at Support.linksys.com. You can also connect with
00:00
Speaker 1
Hi, Joy, I need to pay for the $15 for an hour of support to get my Node no backup backup working. That's correct. That's correct.
01:00
Speaker 2
Other users for tips and guidance at redit.com. r slash Linux. Hi, thank you for calling Linux. This is Joy. How can I help you today? All right, um, this is Miss Beverly Harper. Um, if I pronounce it correct. All right, let me just review your um, case just a moment. All right, so as per tracking here, um, on your ticket, the parent node is working fine and the child node just disconnecting randomly.
01:00
Speaker 1
[silence] One is in a garage apartment and it's got a, I thought I disconnected it. It says it looks kind of green. It doesn't look blue but looks like solid green, light green. The other one I moved, the one that I want to be connected for sure, [silence] is now relocated. I just connected to two nodes. I don't know from the office and the family one. [silence] Um, so it's now the one I want to connect is beside the parent node. Okay.
02:00
Speaker 2
Hi, [pause] you prompted. Okay, so where are your child nodes? [pause] Okay, I see. [pause] OK, so for those lights that are yellow, green or blue, that's all? That means it's connected and online. So, um, [pause] let me just process the payment for you, just a moment. Did you already reset the child node that you wanted to connect?
02:00
Speaker 1
I did I disconnected. I think I think I disconnected it. It says two it's it's funny the the serial numbers are not matching up. I don't know why but but so 150 is the parent node and then 252 that's not this node. Another second and 3510 that shows it's not this node. And so it says one that's connected on his office, it says 352. Let me go see if that's the one I got take a picture of out in the garage apartment. I just I tried to reset the one to answer your question. So, okay, yeah, 352 is it it says it's in the office, but that's really in the garage. Okay, so the one that
03:00
Speaker 2
So, um, okay.
03:00
Speaker 1
It I want to connect is not. It's not connected. It's not a node. I have to add it now. I need to add it. And then I did try, I did hit reset earlier. And then we have to do that again. So how do I add a know, it's not coming up in my thing, to add it. I have the app open. I don't see add it. Okay? Beverly Habercam Beverly is the first name.
04:00
Speaker 2
Okay. Okay. We will not use the Linksys app to add it because for these models that you have, it is no longer compatible and adding child nodes using the Linksys app. So we need to use a different method for that. Okay. So, so I'll be gathering the information of your card. Let me just pause the recording just a moment. Okay. So I have the first name on the card, please?
04:00
Speaker 1
and subtract each of those numbers from
05:00
Speaker 2
of the card number. expiration month in here. and security code. So the email for their seat would be Beverly occurred camp.
05:00
Speaker 1
correct ( ) say it here when I want to think that you want the model number they'll lie it is right yes [silence]
06:00
Speaker 2
So let me just charge this one just to move it. Okay. All right. Done. So I'll just send you the receipt, then we can start after. All right. So you can check your receipt later. So, um, right now, what is the lights of the child node that you wanted to add? The light of the. Uh, no, uh, solid red. Can you try to check your Wi-Fi settings on your phone, then check the Wi-Fi list? Can you see Bella?
06:00
Speaker 1
on my phone you want me to check my Wi-Fi?
07:00
Speaker 2
Yeah, the Wi-Fi settings on your phone. Then check the available network. is it showing up? Okay, try to check if that is the correct network name of that child node. Check at the bottom of the child node. The network name is... that's what you can see on the Wi-Fi list. But... Yeah, the... Not on the Linksys app, on the Wi-Fi list. So, the default network
07:00
Speaker 1
The child went up. Yeah, Velop said, there is a Velop setup D3F. I don't know. Yes, the name, yes, it's on there. It's like 2 ft, less than 2 ft. 1, 2, 2, 3, 4, 5. So no way in your instruction set for reset, do it five times. It just, you know what I mean?
08:00
Speaker 2
the child node show up on your Wi-Fi list. So check if the developed name is the name of your child. Uh it okay. All right. So that means your child node isn't ready for setup. How far is it from the main node? Oh, okay. All right. So right now you go to your main node and you press the reset button of the main node five times. 1 press every second.
08:00
Speaker 1
Okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, just so you know that's not in your instructions and directions that you emailed me. Okay. I didn't see it when I looked at for setup.
09:00
Speaker 2
Yeah, you press the reset button five times to add the child node. Let me ch check. It is. There is a 5 press method there. Or I can send you another instructions also, just in case this one will happen again, you can follow these instructions. So, right now, what is the light of the main node? [silence]
09:00
Speaker 1
I mean, sorry. The main known, the parent node is blue. The child node is blinking red.
10:00
Speaker 2
How about the child nodes? Okay, I see. It will take 3-5 minutes for it to connect.
10:00
Speaker 1
A peel doesn't mean it's connected, correct?
11:00
Speaker 2
Let me know if the child node will turn solid blue or teal.
11:00
Speaker 1
Yes, ma'am. You wanted to turn off the router and the parent node and the baby again all three
12:00
Speaker 2
still blinking red. Then I turn off that child node and also turn off the main router the parent node. And then yeah so turn off Just the one we are working right now. Just the child node that we are working right now. Just the parent node. 00:07 It's the two of them. 00:14 And then after 10 seconds, you turn on the parent node first and wait for it to go solid blue. 00:22 Before you turn on the child node. 00:24
12:00
Speaker 1
Okay, they're both back to neck. They're both blue. 10 minutes. Okay. They blink red again. It's blinking blue. Okay. They blink red again. It's blinking blue. Okay. They blink red again. Wow. Back again.
14:00
Speaker 2
Let's just wait for 3 to 5 minutes. Let's just wait for them to go uh to reboot. 3 to 5 minutes. They will start to blink then let's wait for them to turn solid blue. Um they will go blinking blue to blinking red to solid blue. So just update me with the light changes. Okay.
14:00
Speaker 1
okay. Now, it's teal. It's blue on the main node and teal greenish on the baby.
15:00
Speaker 2
aremain node. Okay. Just give it another minute. Let me know it.
15:00
Speaker 1
Now why not see this other baby that we just added on my app anymore? Okay, so the baby's blinking red now. When it goes back blue I see that on my phone, then so far I only see two nodes, the one it's in the garage and the parent. [silence]
16:00
Speaker 2
Oh, I can still see them, but since we turn off the parent node earlier, they will be disconnected, but they will just reconnect eventually. just give them um a minute to reconnect. so let's just wait for it to go back blue. um, it's not yet connected. is still blinking red. Once it will go back to blue, then yeah. [silence]
16:00
Speaker 1
Yes. [silence] [silence] Yes. [silence] Okay, I
18:00
Speaker 2
You're blinking red. Do you have like um, extra Ethernet cable? So let's try to wire your child node first. Let's add it as wired child node and then if it will stay, uh, solid till or green, then we can unplug it and we'll observe if it will, um, automatically go back to teal. So we will going to reset the child node again.
18:00
Speaker 1
I have a, uh, get a cable and don't have it just sitting here. It's going to take a little bit, everything is these cables are are buried in a box. Do you want me to try another cable? I have another box. I have another child. Would you like me to try that another child instead?
19:00
Speaker 2
Okay, true. Okay. It's like, um, it's already added, right? The other child nodes are working [silence] [silence] It is disposed. That is not loading anything. [silence] Is this always displaying the updates? Yes. Okay.
19:00
Speaker 1
just to say that again. I only have one child connected and it's... wait a minute, wait a minute. I have I have a cable full spike. There it was on the top of this one. Okay. So you want me to connect the baby to the parent through the ether connection? until the light... the reset and until the light turns off. Okay. No, it's green. Okay, hang on.
20:00
Speaker 2
the ethernet, except for that one, that we're trying to connect. The other troubles are working just fine, right? Or are you- Okay. Okay. Um, reset the child node first. Just press and hold the reset button until the light will turn on for a second, release. Yeah, press and hold the reset button until the light will turn off. Then release.
20:00
Speaker 1
Okay. Now connect the ether. Right. Okay. So turn it off. No, it went back on. Okay, I held it, the red button, reset, and I thought it went all the way off, but now it's blue again all by itself. So did that not do that? Okay, so now put the ethernet in? So I actually put the ethernet in. Okay, I actually put the ethernet in during that process. So do I need to do the whole process all over again and hold it down and turn it off? Okay, so put. So put it in there then it's connecting to the parents.
21:00
Speaker 2
Not yet. Let's just wait for the child node to turn um, hot pink or purple, or you might see that as solid red. Um, uh, okay. No? Yes. Yeah, that's all right. That means it's booting up. Yeah. Just let it be. It's still booting up. Not yet. You wait for the child node. Um, no need. If you did connect it already, that's all right. Yes.
21:00
Speaker 1
Okay, it's connected. Right now it's blinking blue. [silence]
22:00
Speaker 2
then let me know the child nodes will turn purple hot pink or you might see that as read Okay [silence]
22:00
Speaker 1
It's red now. On the moon. Press the parent node five times. So I'm restarting at the parent mode now. I'm restarting a pair. Is that what you're saying? Okay. All right. The parent is blinking blue, purple.
23:00
Speaker 2
All right, so it's connected already, right? So you do the five press again on the main node to add it on the parent node, the five press. Yeah, on the input. can yeah five times okay
23:00
Speaker 1
Child Now
24:00
Speaker 2
How about the child node? Okay, just got to wait for them to connect [silence]
24:00
Speaker 1
All right, the baby's teal, and then parent is dark blue. OKAY.
25:00
Speaker 2
Okay. Give it a minute, let me know if it'll change or not.
25:00
Speaker 1
Yes. I'm disconnected. It's blinking red now. Yes. Okay.
26:00
Speaker 2
earthened solid teal okay that's good so try it disconnect the ethernet cable okay the ethernet cable is disconnected right okay yeah just wait for it let me know it will turn to solid teal
26:00
Speaker 1
Oh, it's blue now. OK, thank you. No, it just says two nodes. No, yeah, no, it says three nodes. It's recognizing it now. Yes, so can I bring this back downstairs where it's supposed to be?
27:00
Speaker 2
Okay, just give it another minute. And then also refresh your app to check if the app will recognize it. Okay, that's good. And it's still solid teal. Okay, good. So,
27:00
Speaker 1
Unplug it. Unplug it and bring it back. Okay. See if I unplugged the right thing. Okay. Last plug it. Okay. All right. Okay. So far, it's blue. Now I plugged it back in downstairs.
28:00
Speaker 2
yep we cannot relocate that mm-hmm yep okay gizrang is just to reach right to reconnect.
28:00
Speaker 1
red now, blinking red. It just turned pink. I just turned the, the, I just turned the, the, I just turned the, the, I just turned the, the, I just turned the, apps, the app. Okay.
30:00
Speaker 2
the light of the node at the child node. Okay. Okay, just give it another minute. Try to check your app again if it will recognize the node or if it's online. Just refresh. Mm-hmm.
31:00
Speaker 1
yeah, I recognizes it, it was no rain, no rain no warnings.
32:00
Speaker 2
Is it online now? All right. That's good. [silence]
32:00
Speaker 1
Okay, thank you. Oh my goodness. All right. Thank you. Have a great day. Thank you for your help. Bye-bye.
33:00
Speaker 2
mean it's connected. I'll be sending you another instructions on how to add it using the web interface or the Wi-Fi method that we did previously it because we can no longer add it using the app. All right. You're welcome. So I'll I'll be sure to have a good day ma'am. Bye.
33:00