V2 Rubric Detail — 43db0e9e-8066-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 16:00
Duration
19m 12s
Contact
907-227-1140
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00133622
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp1.79/5
Overall44.7% (-31.3)

V2 Grader Summary

The agent successfully resolved the primary node connectivity issue via the 5-press reset but committed critical technical inaccuracies by applying the procedure without model verification and recommending an incompatible LN1400 model. Troubleshooting omitted required tools (admin interface), and case continuity was poor as prior contact history was ignored. While call control and ownership were generally maintained, elevated customer effort and unresolved SSID confusion resulted in a partial resolution outcome.

V1 Case Analysis

Customer reported Velop mesh nodes showing red LEDs and not pairing. Agent instructed 5-press reset on main node; all nodes turned solid blue/aqua within 3-6 minutes. Assisted customer in renaming/disabling 5 GHz SSIDs and configuring 2.4 GHz guest network via Wi-Fi Settings. Customer confirmed nodes are online and will relocate them.

Troubleshooting Steps
  • Advised 5-press reset of main node
  • Waited 3-6 minutes for node LEDs to change to solid blue/aqua
  • Confirmed all five nodes are now online
  • Guided customer to Wi-Fi Settings to rename/disable 5 GHz SSID and manage 2.4 GHz guest network
Key Observations
  • Agent correctly used the 5-press method, which is valid for Velop Intelligent Mesh models per KB documentation
  • Agent failed to collect product model or serial number, a critical protocol omission for product-specific support
  • Agent introduced unsolicited upsell content (MX6200, LN1400) during active troubleshooting
  • UI navigation guidance was initially vague, causing customer confusion about locating Wi-Fi Settings
  • Agent used excessive filler sounds ('uh-huh', 'mhm') during customer explanation, reducing communication clarity
Positive Highlights
  • Correctly diagnosed and resolved the red LED issue using the 5-press reset method
  • Accurately interpreted solid aqua/blue LED as successful pairing and online status
  • Provided technically accurate guidance on Wi-Fi Settings, including SSID renaming impact
  • Successfully restored full mesh functionality with customer confirmation
  • Maintained a patient and cooperative tone throughout the call
Agent Errors / Gaps
  • Did not collect product model number, which is required for accurate support and warranty verification
  • Did not collect serial number, missing a key data point for case documentation and eligibility checks
  • Introduced unsolicited product upsell (MX6200, LN1400) during active troubleshooting
  • Provided vague UI navigation instructions, leading to customer confusion about where to find Wi-Fi Settings
  • Used excessive filler sounds ('uh-huh', 'mhm') during customer speaking turns

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes turned aqua/solid green, stating "I see one of the nodes has turned aqua and the other four are red... they're all starting to blink... all solid blue... all green right now."
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided through 5-press reset and waited 3-6 minutes but skipped key steps like model verification, firmware check, and admin interface validation before concluding.
R3 Not Met Correct resolution path conf 94%
Agent recommended LN1400 (Pair button model) while using 5-press procedure, creating a conflict since LN1400 does not support 5-press pairing per KB; misapplied resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified red LEDs and symptoms but did not ask for model number, prior history, or root cause analysis (e.g., firmware, mixed mesh types).
T2 Not Met Appropriate tools / resources used conf 93%
Agent failed to use the required admin interface (http://myrouter.local) to verify node status or network topology, relying only on visual LED checks.
T3 Not Met No misinformation conf 98%
Applied 5-press method without confirming model compatibility and later recommended LN1400, which explicitly uses a Pair button and does not support 5-press per velop_child_node_setup.md.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent set expectations (timer for 3-6 min) and maintained flow initially but lost control when customer introduced the new SSID topic, failing to reframe scope.
C2 Partially Met Confirmed understanding conf 85%
Used simple language overall but did not adapt when customer showed confusion about SSID vs. band separation or Wi-Fi settings navigation; no comprehension checks during critical steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call without transferring, attempted to resolve both the node connectivity and SSID management issues, and concluded politely.
O2 Partially Met Proactive follow-through conf 83%
Provided a vague wait time (3-6 min) without outcome criteria; next steps for SSID renaming were unclear and required repeated customer clarification.
O3 Not Met Closure confirmation conf 90%
Customer mentioned a prior disconnected call and attempts to reach support, but agent treated it as a new case without referencing history or prior troubleshooting steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed or warranted after the primary node connectivity issue was resolved; the secondary SSID topic remained unresolved but did not trigger escalation criteria.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred on this touch, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked the customer for cooperation and patience but empathy was generic and did not specifically acknowledge frustration from the dropped call or repeated resets.
X2 Partially Met Tone & rapport conf 82%
Maintained a polite tone but failed to adjust communication when the customer struggled with Wi-Fi band/SSID concepts; missed opportunities to simplify or use diagrams.
X3 Not Met Overall experience conf 91%
Customer had to repeat information about interface layout and requested features; agent initially directed the customer to the wrong menu (EULA) before correcting, increasing effort.
Call Transcript34 turns · 37 lines
Speaker 1
just called a few minutes less than 30 seconds ago. And the lady said I'll put you on hold. And then the line went dead. My name is Robert White W-H-I-T-E. Oh yes. Okay. Yeah, now I have you. So where I'm at right now is I followed your instructions. And i
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hello, thank you for calling Linksys Technical Support. This is Tharam. How may I assist you with? Mhm. [silence] All right. So yestherum, I think we've spoke earlier and I've been checking here that the call got disconnected earlier and I tried to call you back three times, but your line keeps on ringing. Mhm. Mhm.
00:00
Speaker 1
I reset all five nodes and they're now solid red light on the top. Okay? Okay, I'm just gonna do it. Hang on a minute, please. I just did it five times. And the light came back on aqua. You know, it was red, now it's aqua. And I'm just waiting for your instructions. The five, the five nodes, the the five nodes
01:00
Speaker 2
All right, so let's add that child controller to the network. All right, so the next step you need to do, sir, is kindly press the reset button of your main node five times, like press, release, press, release, not too fast, not too slow. All right, so what's the light status of the child module, sir? Are they responding or is it blinking or are they still at a red?
01:00
Speaker 1
No, it's it's still it had a red light blinking then it went to aqua. Okay. The child n they're not responding. No. Okay. Um v very well. Maybe it takes one or two minutes, right? I
02:00
Speaker 2
kindly do the five-chest again, sir. not too fast, not too slow. like, press, release. press, release, for five times. [silence] got it. [silence] okay, and the child node is not responding also. stay solid red. [silence] now let's wait for a minute, sir. Yes, sir.
02:00
Speaker 1
the lights on all those you're still red but there no that I see one starting to blink right now in fact I think they're all they're all starting to blink is what I can see they're all starting to blink yes Okay. Okay thank you
03:00
Speaker 2
[silence] All right. All right. So it means that they are now communicating to the main node. Um, let's give it about three to six minutes, sir. [silence] And if it's successfully connected, then the light status of the child nodes will go, will be solidly
03:00
Speaker 1
Yeah. Yeah. it's like a greenish blue, aqua type color. Yes. I'm waiting. I'm waiting. [silence]
04:00
Speaker 2
or official greed? yes.
04:00
Speaker 1
Okay, I see one of the nodes has turned aqua and the other four are red. Now, they're going in between that color right now they're all blinking. Thank you.
05:00
Speaker 2
I see. All right. So let's give it three to six minutes. And I already set the timer here, sir. Just to make sure that it's set for six minutes.
05:00
Speaker 1
This system is very old, although I did buy two new nodes shortly ago. And at some point, this system is not the appropriate system for a 2,400 square foot home with a lot of walls and things. What's the best way to go? What's the best system for eliminating all these issues? Does there one? What's the difference between them?
06:00
Speaker 2
What I can highly suggest, one is MX6200 and the other one is LN1400. That's the two. They're both Wi-Fi six already and the difference is, let me take Q.
06:00
Speaker 1
OK. Let's see. Two of the nodes are green. It looks like. Two of the nodes are aqua. And the other three are just turned aqua. It looks like they're about all on right now to the aqua color. Or whatever that means, means they're online I guess. [silence]
07:00
Speaker 2
Yes, sir. It means they are now connected. So let's just wait for the other two. [silence]
07:00
Speaker 1
Okay. These five nodes are all green right now. Yes, they are.
08:00
Speaker 2
[silence]And right. So they are all solid blue That, let's give it a minute to mhm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. sir, uh, what is your [silence] question? Mhm. Mhm. Uh-huh. Uh-huh. Mhm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mhm. Mhm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mhm. Mhm. Uh-huh. Uh-huh. Uh-huh. Mhm.
08:00
Speaker 1
a 5.0 router with the name white. and then I need a 2.4 for my equipment and my guests. You know, that. So I don't need when I have when I have two I have two Wi-Fi settings with the router name of white. I have three with the name of white, but I don't need all through the name of white. I just need I just need one with white 5.0 and guests with 2.4, correct? The 2.4 with Right. I I agree with that, but how do I how do I change this? How do I rename the one the. How do I [silence]
10:00
Speaker 2
For the customer, it is not really your,, it is your network, but if you have a guest, you can provide that one so that they cannot um log in, they could directly to your, um network.
10:00
Speaker 1
eliminate, there's the funny. How do I eliminate the other network? In other words, I've got three and I only need those two. Where do I go to do that? Connectivity. What? the what? I'm going to look, hang on. Okay. The screen that I'm on right now is Linksys Smart Wi-Fi tools. Is that the page we're both talking about? I have, I have devices with a device list on the front page that shows all connected devices. Guest access parental control priority speed checks, connectivity troubleshooting, Wi-Fi setting and security. So let the, the right side. Here's the boxes that I have. Network status, links, these home networking, Wi-Fi settings, device list, guest access, parental control and priority. Those are the only things that I see. Yes, yes property. I see privacy statement, third party license and Okala privacy policy. That's all I see. I don't see it, see.
11:00
Speaker 2
it's on the left pane. No, it's above that one. It's above that one, sir. There is an end user license agreement. Can you see you? Can you see you? Yeah. Mm-hmm.
12:00
Speaker 1
I'm doing, okay I have it right here. And it shows the white, one, two, four band write, five point gH write. And then another 5. And another five point GA write, so there's there's one too many five points. You see? So how do I how do I eliminate, how do I, is that where it says five GH bands on or off. [silence]
13:00
Speaker 2
oh I see. So you didn't have to go find a C. All right how about this one, sir? Kindly click the Wi-Fi settings instead on the left pane. uh-huh. uh-huh. Um yes. Um yes, you can disable that one, sir. Um there is an option for you to Yes. You can just click. [silence] Yes. [silence] Yes. sir. [silence] Mm-hmm.
13:00
Speaker 1
Okay, hold on. I'm on the home. I can't see. I'm on the home. Yes, I see. Just access. Okay, right? Guess, I see it. And that's a 2.4, right? Is that always a 2.4? All right. So all I need to do is go back to the one you mentioned, which was device list, right? And can I rename these? No, that's not where we were just at. I figured.
15:00
Speaker 2
Yes, the yes works there is under the device list. Go back to the home page. All right, can you see the device list? Then below the guest access? That's where you find the guest access. Yes, yes, sir. All right, so you want to rename your guest access? [silence]
15:00
Speaker 1
I, no, I want to rename the other one. Is there, what was the screen that I ran before the gas? Was it Wi-Fi settings? The screen, I want to rename the white two point four. But how do I get there? Do I go to Wi-Fi settings? So, just because I'm removing one of the whites, I will have to do all over again? There's two there's two white five point vans, two different listings. I only need to remove the small one. And rename it to the one i desire.
16:00
Speaker 2
All right, so which one do you want to rename, sir? All right. Yes, you need to go to the Wi-Fi settings, and also, sir, just to set the proper expectations, once you change some settings on your net, the devices that are connected to your Wi-Fi will be disconnected, and you need to connect it manually after you change the
16:00
Speaker 1
I need one. So, once I take... Well, I can... So the question I have is if I... If I'm on my phone and I want to use either the two four or the five, and they're both under the name 'white,' right? Will the machine will automatically determine for me? Or do I have to have a different name for the 2.4? Yeah. I understood.
17:00
Speaker 2
You don't need to redo anything sir. But if you change the Wi-Fi name of the 2.4, then that's the time you will redo everything like you need to connect your device. [silence] The machine will have it any types. [silence] But once you change the you mentioned earlier that you want to change the 2.4 name, right? [silence] So once you change that one then that's the time you need to manually connect again your device to the 2.4 since you rename that.
17:00
Speaker 1
I just said that. Okay. The lights are all green on the, on the, the lights are green on these devices. So, if when I. if I unplug them and put them in their locations, it'll take a minute for them to come on. I don't have to do anything. All right. to the formulas. Okay, that's what I'll do. Okay, so I'll give this a try and see how it goes and I appreciate very much your help today.
18:00
Speaker 2
2.4 network. All right. So you don't need to change anything. Since you already disable the other five, then you're good to go, sir. And also can you tell me now what's the light status of the mod, camera. Oh, I see. Yes, sir. You don't need to do anything. You just need to relocate it and plug it in to the area and wait for about two to four minutes.
18:00
Speaker 1
Yes. Well, thank you very much. Okay, you too. Bye bye.
19:00
Speaker 2
you're welcome, sir. And also, thank you so much for your cooperation and your patience during the process, also, sir. Have a good one. You're welcome, sir. Bye for now. Mhm, mhm.
19:00