V2 Rubric Detail — 469c9af2-74b9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:24
Duration
11m 8s
Contact
Mark Nadler
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135377
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall51.8% (-12.2)

V2 Grader Summary

The agent made progress by guiding the customer through the 5-press method and providing login instructions, but failed to achieve stable node pairing as the child node reverted to red. Critically, the agent provided materially incorrect technical guidance by recommending 'admin' as the default password, which contradicts KB guidance for likely model families (SPNM, MBE, MX6200). While ownership and communication were adequate, the technical inaccuracy and lack of diagnostic depth prevent a full resolution.

V1 Case Analysis

Assisted with adding second Velop child node via 5-press method. Confirmed node online (LED solid green). Provided router IP (192.168.1.1) and default admin password (admin) to access settings and rename guest network.

Troubleshooting Steps
  • Guided placement of child node near main node and performed 5-press reset on main router.
  • Advised checking LED status (red → reset, solid green → online).
  • Provided local router access URL (192.168.1.1) and default admin password.
  • Walked customer through editing the guest network name.
Key Observations
  • Agent did not ask for the specific product model number, a critical protocol gap.
  • Agent incorrectly stated that a solid green LED means the node is fully connected, which is not accurate for most Velop models (green is not a standard LED state).
  • Agent correctly used the 5-press pairing method, which is valid for WHW/MX/MR series models.
  • Agent provided the correct local router IP (192.168.1.1) and default admin password (admin), enabling successful login.
Positive Highlights
  • Successfully guided the customer to pair the second child node using the correct 5-press method.
  • Provided accurate local router login information (192.168.1.1 and default admin password).
  • Helped the customer modify the guest network settings after successful login.
Agent Errors / Gaps
  • Missing collection of product model number (critical protocol gap).
  • Inaccurate LED interpretation: stated solid green means fully connected, but per KB, green is only valid for SPNM test button (not general status), and most Velop models use solid white for online (MX/MR/WHW) or solid blue (Cognitive Mesh).
  • Did not confirm whether the customer had already tried a factory reset on the child node before pairing, missing a key troubleshooting step.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Customer confirmed the child node turned green after the 5-press reset but then stated it 'just went back to red', indicating the fix was temporary and not stable.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent repeated the 5-press method without verifying the child node was in solid blue/purple setup state first or checking firmware/distance despite persistent red LED.
R3 Partially Met Correct resolution path conf 91%
Agent assumed 5-press was sufficient without confirming model compatibility or referencing KB steps for failed pairing (e.g., factory reset child node, check firmware).
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified red LED symptom but did not ask about prior reset duration, model number, or whether the node ever reached solid blue — missing root cause diagnosis.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not guide customer to check network dashboard (http://myrouter.local) to verify node status — a key tool for confirming pairing success per KB.
T3 Not Met No misinformation conf 97%
Agent told customer to use 'admin' as router password. Per universal_password_login.md, SPNM60/62/LN1600 and MBE7000/MX6200 use the WiFi password as default admin password, not 'admin'.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept conversation moving but allowed several long silences and lacked clear transitions or expectation-setting, especially after node reverted to red.
C2 Partially Met Confirmed understanding conf 88%
Agent used understandable language but did not consistently confirm understanding; jargon like 'flashing yellow', 'solid blue' was not always clarified for customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through until customer expressed satisfaction despite unresolved technical issues.
O2 Partially Met Proactive follow-through conf 88%
Agent gave next steps (repeat 5-press, use admin/password, check IP) but did not clarify that 'do the same thing' requires proper node state or set a timeline for expected resolution.
O3 Met Closure confirmation conf 90%
Agent referenced prior technician Joy and the email sent, avoiding re-asking already-gathered information and maintaining case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted as the agent attempted resolution and customer expressed temporary success.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite and thanked customer but offered limited explicit empathy for frustration from repeated failures or out-of-warranty status.
X2 Partially Met Tone & rapport conf 83%
Agent responded to questions but maintained uniform pace and tone despite customer confusion and repeated requests for repetition.
X3 Partially Met Overall experience conf 85%
Customer had to repeat information about LED status and network names; agent could have streamlined by directing to dashboard check earlier.
Call Transcript20 turns · 20 lines
Speaker 1
May, hi. Thank you for picking up. I just got off the phone, maybe 15, 20 minutes ago with Joy, and she was very helpful. And I was just trying to reset up my Linksys network at home, and she helped me. And I got the mother node, the main node set up. And I added a child node. And now I'm trying to do the second child node on my own, and I'm confusing myself and I'm getting mixed up and I can't get it to happen. So I was hoping maybe you could talk me through adding this second child node. [silence]
01:00
Speaker 2
Thank you for calling Likest. This is Mae, how can I help you? [silence] Good, I see. So the previous technician already sent you an email about it and if you're unsuccessful to add that extra node, you actually need to put that one close to the main node within 5 feet and make sure [silence]
01:00
Speaker 1
Yes. It's maybe two feet away. And it's plugged in. And I hit, well, the light indicator now is red. I hit reset before. And then I also had on the main node pressed the reset button, you know, five times, you know, once per second for five times. That, which was part of what she had me do earlier to set this thing up. But somehow I'm I'm doing something wrong. It's not working. Okay. She, she also had me, I also changed the the name of the network. She had me go to the settings. So yes, I in
02:00
Speaker 2
The light indicator on top means this. Can you check your Wi-Fi list if you can still see the Velop setup name? Press 1 to confirm or 2 to say it again.
02:00
Speaker 1
I'm in the settings now. And I have what was the new network I created with her before that I've got the name on there, I have the old frontier Verizon Network there. And then additional network. It says VT setup, 2-C-1. No. I don't know it's when you say my Wi-Fi list. That's what I'm looking at now. Yes. I'm looking at the Wi-Fi list. Yes, VT setup, 2 C 1. Let me look and see. Yes, yes, it does.
03:00
Speaker 2
Do you see it in your Wi-Fi list? Okay, and do you see the loop setup? Did it match the name indicated on the sticker underneath the child node? Now, check if the name matches.
03:00
Speaker 1
Okay, that would be there. Okay. I pressed it five times and now the main node is flashing yellow. The other node is flashing red. But can I ask you a question? Do I need to be connected to develop Wi-Fi network or no, because I'm not on that network, I'm connected to, oh, not necessary, okay. So the main node is turning green again and the [silence]
04:00
Speaker 2
Okay. So do the five press reset again on the main node. Press, release, press, release, press, release. Five times. Okay. So what it does is it will connect all nearby. Link says. Uh huh. Not necessarily. I don't.
04:00
Speaker 1
the child node is flashing red. yes flashing red. yes. but thank you. thanks meeting you. appreciate your help. okay. thank you. I'm sorry. okay. it's still flashing red. and the main node is green. yes. she she had me go into the um the uh lynx.
05:00
Speaker 2
[silence] Yeah. [silence]
05:00
Speaker 1
my router, that local was how she finished setting up the other one before. Cause the other one also seemed to have a hard time connecting. I don't know why. Okay. Yeah, so it's still it's still flashing red. And, I apologize. I was getting myself so confused with what I had done that, you know, was asking me for a password. I wasn't sure if it wanted the password on the bottom of that child node. I wasn't sure if I wanted the main node, or I changed the password before to a new password for the new network. And I wasn't sure if it was asking me for
06:00
Speaker 2
Yeah. actually, the FIBER set is the easiest and shortest way. Just in case it will not be added, then we need to access the settings already. if the app asks you about the password.
06:00
Speaker 1
well, listen, good, good news. the, the child node is now green. so whatever you had me do right there, it worked. um, I'm assuming it worked. Well, actually, it did. it just went back to red as you said that. and now, um,
07:00
Speaker 2
for Wi-Fi. And if it asks for Wi-Fi name, you don't need to base it on the sticker underneath. You can create your own Wi-Fi name and password. most probably it will just change to red real quick then we'll just back on the solid blue again, just in case. That means it's already fully connected, Mark. If ever it happens again next time since your device is out of warranty, I believe the previous technician already informed you about that, I just help you right now. But if ever it disconnects again in the future, just do the same thing. Always make sure it's nearby to the main node. And if ever the name is broadcasting on the Wi-Fi list, that means it's on set up mode already. Though it has already been set.
07:00
Speaker 1
Okay. Okay. Okay. Okay. Okay, Thank you. This worked, thank you. Can I ask you one question before I let you go? Um, when I was out the main Linksys screen, um, it, it now keeps taking me to my router.local. So, how do I get away from that screen? Um, because I wanna, I created a guest network and I wanna just change the name of the guest network and, um, I don't know how to get back to that screen.
08:00
Speaker 2
a a red light on top. And the 5 press method, you can always do that to set up the nodes. Even the main node, if it turns to red as well, or purple, just do 5 press reset. after 3 minutes, the LED should turn to solid blue, which means it's working. If ever, after 3 minutes and the light is still flashing, that means it's not pairing at anymore. So, 3 minutes is the max waiting time. Do this. You're welcome. Go ahead. [silence]
08:00
Speaker 1
I'm, sorry, can you give that to me again, [ silence ] . Now, is that something I should save? [ silence ] Okay. [ silence ] Okay. So then once I, I click on the picture of the phones is what she had me do before and then, um, [ silence ] If I'm asking for the router password, now is that the [ silence ] Is that something I should save?
09:00
Speaker 2
just use one nine two dot one six eight dot one dot one free to log into your router settings it's one nine two dot one six eight dot one dot one you can like just take note of that numbers that will uh allow you to access the router settings like that's the URL that you need to type uh address bar for you to log in locally so your router settings yeah and it will ask for router password after
09:00
Speaker 1
The new name I made up or what what what password is that? No, that's what. The admin. No, thank you. That that's what I forgot. I wasn't doing that properly. It was admin. It worked. Um, okay. So, now if I, what I did is I want to, what, guess access. Is that how I changed this? And then, oh, here it is. And then just, and then just edit. Oh, perfect. Um, oh. Oh, thank you. This is perfect. Um, Alright, well, thank you. Thank you very much. Um, I really appreciate um your help and um Joy's help before. So so thank you. Alright, we'll have a Thank you. Have a great day. Bye.
10:00
Speaker 2
no, it's the admin password it's asking you can try all lower case admin a-d-m-i-n, if it will not work then there's always a reset option it will just ask for recovery key okay, yes. uh-huh, mm-hmm, you're welcome more you take good of yourself bye bye [silence]
10:00