V2 Rubric Detail — 44862d24-8048-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 12:25
Duration
9m 54s
Contact
+32494196775
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134402
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Setup inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall69.6% (+9.6)

V2 Grader Summary

The agent provided technically accurate guidance to factory reset and rebuild the mesh after a topology change, which aligns with KB recommendations, but skipped critical diagnostic steps and did not confirm resolution. Communication was empathetic and clear, but case history was not referenced, and the outcome remained unconfirmed as the customer deferred action pending an ISP visit.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on wired Velop mesh nodes. Advised full factory reset of all nodes and re-setup starting with parent node via app or web interface. No model/serial collected. No post-reset verification performed.

Troubleshooting Steps
  • Confirmed wired mesh topology and ongoing connectivity issues
  • Recommended full factory reset of all mesh nodes
  • Explained correct re-setup order: parent node first, then child nodes one at a time
  • Advised waiting for modem replacement before resetting if applicable
Key Observations
  • Agent provided correct factory reset procedure for Velop nodes per KB
  • Correctly explained parent-first setup and child node addition per KB
  • Skipped basic power cycle step before recommending factory reset
  • No product model, serial number, or warranty status collected
  • Long silences and filler language reduced call efficiency
  • Did not confirm whether the customer successfully completed setup or if the issue was resolved
Positive Highlights
  • Provided technically accurate factory reset instructions
  • Correctly explained parent-first setup and child node addition
  • Offered both app and web interface options for re-setup
  • Appropriately advised waiting for modem replacement before resetting
Agent Errors / Gaps
  • Did not recommend or verify a simple power cycle before suggesting factory reset
  • Failed to collect product model and serial number
  • Did not confirm resolution before ending the call
  • Used excessive filler language and had long silences

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent recommended a factory reset and rebuild of the mesh system, which is a valid path toward resolution for intermittent wired connections after topology changes, but did not confirm success as the customer planned to wait for an ISP visit before proceeding.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified intermittent connection issues and recommended a factory reset (appropriate for configuration corruption), but skipped basic diagnostics like checking LED status, firmware, or web-UI settings before recommending the reset.
R3 Met Correct resolution path conf 90%
Agent selected an appropriate resolution path—factory reset and rebuild—for a complex mesh network issue with recent physical changes (wired backhaul), aligning with KB guidance for configuration corruption or instability after topology changes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed the symptom (intermittent drops after wiring change) and inferred a likely cause (configuration conflict), but did not ask targeted questions about model, firmware, or node behavior to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use any tools or request access to the web interface (e.g., 192.168.1.1) to verify the current state of the mesh or check for firmware mismatches, which is a primary diagnostic step in the KB for instability.
T3 Met No misinformation conf 97%
Advice to factory reset all nodes and rebuild the mesh from the parent node is technically accurate and consistent with KB guidance for topology changes and persistent instability.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow and responded appropriately but had multiple long silences, did not set initial expectations, and failed to structure the interaction with clear phases.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, avoided jargon, and confirmed understanding (e.g., 'that’s completely understandable'), adapting well to customer’s pacing and repetition.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, provided a complete action plan, and did not attempt to transfer or avoid responsibility.
O2 Met Proactive follow-through conf 90%
Agent clearly outlined next steps: reset all nodes, start setup with parent, then add child nodes one at a time—specific and actionable.
O3 Partially Met Closure confirmation conf 85%
Agent acknowledged a prior call but did not reference any documented findings or steps taken previously, missing an opportunity for continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—this was a configuration issue resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent demonstrated empathy ('that’s completely understandable') and remained patient and courteous despite customer’s repetition and fragmented speech.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s conversational pace, used affirmations, and confirmed understanding, maintaining engagement throughout.
X3 Partially Met Overall experience conf 80%
Agent required customer to perform all steps manually, but given the need for physical access to nodes, remote assistance may not have been feasible; no unnecessary repetition was introduced.
Call Transcript18 turns · 19 lines
Speaker 1
you. You want to know how do I start with my. What happened you yes hello then. I'm calling you from from Belgium from from a place. It's uh home where I have several uh several uh devices. Uh I I called you uh a few times quite a long time ago like one good year ago. Maybe you have a file about us. I don't know that could help us to know a bit what I'm talking about. You want me to with my phone number? Could you access something with my phone number?
00:00
Speaker 2
Welcome to [UNSURE] support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling [UNSURE]. My name is Van and I'll help you today. [silence] Your previous inquiry with us was regarding about the setup of your [UNSURE] product. What was the model on that?
00:00
Speaker 1
yes, exactly. that was, u, one week or two weeks ago, was it? Then, I've seen you, I found you also one, one or two years ago. about the setting of the system. Anyway, you, you have got some files, huh? So, to tell you, I have quite a few, a few, uh, devices here. And, um, they were all connected via Wi-Fi. And, um, sometimes, uh, we lost the signal. So, I was told when I phone you, maybe, uh, two weeks ago, that I could connect them with, uh, the Ethernet, with wires. huh? which which we did actually, uh, recently. and since and since then, it doesn't very work very well. sometimes we have no connection at all. sometimes it just it drops down enormously.
01:00
Speaker 2
Yes that's correct. Mhm Mhm Mhm Uh-huh.
01:00
Speaker 1
And sometimes it does fine. But mainly, it doesn't work well. So I'm wondering what to do in these cases. And just just to tell you, I, just to tell you, I didn't reconfiguration, I didn't I didn't do new configuration. I kept them as they were. I just connected them together, you know. So, maybe that's the reason, but now, it really doesn't work at all, not very well. Which is very annoying, because there are quite a few people using it here. Yes. I wired the parent that, I wired the parent node that was quickly configured with the, I suppose is the cable. I wired it directly to the system and then all the child nodes from the parent [garbled]
02:00
Speaker 2
All right, are all five of your links, because when you hardwire your links? Is the first child node wired to the parent node?
02:00
Speaker 1
You wire them to that parent not to the parent node. Yes. And when I called you all those days ago, I asked if I could do that and the guy told me I could do that. So I hope it's okay because now all the wiring is done by an electrician so it's finished now and it's very hard to do it again now. Exactly. Exactly. Yes, I did. And they say that there is
03:00
Speaker 2
You wired all your child nodes straight to the parent node. Uh, I see. You're just all over the place, huh? So you wired them but you're still experiencing the same issue. And may I also ask, have you tried calling your internet provider just to double-check if there's any kind of internet eruption currently happening? With What.
03:00
Speaker 1
there's nothing wrong but the still going to come in two days time to see if there is something wrong the they they checked from from a distance and they said that it looked all right it might it might be that too. i mean, i agree with you. it might be that too but uh now from this since he uh he put it in uh factory he factory reseted the modem and uh that's all he could do from the from a distance and he's going to come to this time so uh but i don't know. might be then two. hard to tell
04:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. All right, because in this case, in this case on your end, as you mentioned, it's currently an intermittent connection even though it's wired. We will need to proceed with a factory reset and set them back up all over again, so that it can clear any kind of unknown data that's currently using it and can start fresh, so that it can also absorb the internet in its original unintegrity.
04:00
Speaker 1
So you recommend I should I should re-initialized the whole system. Is this is is this what you're telling me? Yes. Mm. So on on on all all the devices then. I I suspected that actually but I wanted to call your first you know in order to not to do anything by my own. Yes. So tell me how should I proceed to do that? Should I first reset the first modem then and then go on with the others or?
05:00
Speaker 2
[silence] [silence] [silence] the internet much more properly. That is[silence] correct. [silence] all[silence] nodes must perform[silence] a factory reset, [silence] especially since you're doing a wired connection,[silence] so you don't get any kind of blocking or any kind of node that's better than the other one, those kinds of challenges. No works there, that's completely understandable. [silence] all of them. [silence] you you factory reset Hold until their light completely goes out. All right.
05:00
Speaker 1
I'm going to press the reset button. and see there is no more light, huh? Yes. Yes. I just disconnect the others basically. Yes. All right. Now the primary notes, I will have to set up the whole system. How do I set this back up? When when it's back to factory reset, what should I do then to set it up again?
07:00
Speaker 2
So when you when you perform a factory reset, you just need to hold the reset button until the light goes down. Yeah, that's correct. Make sure that you do it on all the nodes that you have. And then when it's time to set it all back up, you start with the parent node only. Once the parent node is Yes, that's correct. Once you're done with the parent node, you just add your child nodes one at a time.
07:00
Speaker 1
Yes. Yes, I suppose the app would work fine too. It should, yes. And, uh, so I'd give a new name, and all that, uh, I suppose. Yes. There will be, I suppose, there will be, uh, um, a Wi-Fi, uh, Wi-Fi name setup already automatically. And then, I, I would need to, to create a new Wi-Fi, a guest, a guest name, I suppose. Yes? Okay. Good. That's, so, so that's, uh, you have to tell me now. No, that should be, that should be it, uh, I'm going to do it now.
08:00
Speaker 2
Yes, you can use the Linksys app. You can also use a laptop or computer to also set it back up using the web interface. Yes, it should. Yes, that's correct. Yes. Yes. Is there anything else that would you like to know [silence]
08:00
Speaker 1
I suppose, suppose that the main modem was not in so good order. The fact that I reinstall everything won't affect it, I suppose. If they change the modem, it won't be a problem, or I will have to do with everything again. Yes. I should wait until Friday before I do all that, I suppose then. Okay. Good. Thank you very much, Sa. Thank you. Bye-bye.
09:00
Speaker 2
Changing the physical modem, naturally your Lincus will not recognize it. So, it needs to perform a factory reset. So if you're getting a replacement on the modem, you can wait to replace the modem first before you perform the factory reset. Yes. All right. Thank you so much for calling Linksys. Take care and have a great day.
09:00