V2 Rubric Detail — 49ca3c02-6528-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 23:58
Duration
17m 40s
Contact
Curtis Carroll
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132999
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent initiated outbound call without confirming availability; customer apologized for poor connection due to location (basement), indicating call was not at mutually agreed time.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent successfully resolved the child node connectivity issue using correct reset and 5-press procedures, confirmed via app and LED status. However, directing the customer to 'support.netgear.com' is a critical technical inaccuracy. Additionally, the outbound call was initiated without confirmed availability, triggering an auto-zero for callback policy violation. Despite resolution, compliance failure results in overall 0%.

V1 Case Analysis

Customer reported child node offline in Velop mesh. Agent instructed reset and 5-press pairing. One node briefly online but later turned red/offline. Agent provided incorrect support URL (support.netgear.com), did not verify final status, and failed to collect model/serial/warranty. No confirmation of resolution.

Troubleshooting Steps
  • Guided through reset of child nodes (longer press)
  • Performed 5-press pairing on parent node
  • Instructed customer to check RSSI values and relocate nodes
Key Observations
  • Agent never collected product model, serial number, or warranty information despite troubleshooting a hardware-specific issue.
  • Provided materially incorrect technical information: directed customer to support.netgear.com (a Netgear domain) instead of support.linksys.com at [15:00].
  • Claimed both nodes were connected at [11:00] despite customer clearly reporting one was offline and showing red light.
  • Failed to validate final device state or offer any follow-up path beyond a ticket number.
  • 5-press pairing guidance was technically valid for Velop mesh nodes per KB, but execution was undermined by lack of verification and incorrect support URL.
Positive Highlights
  • Correctly identified 5-press pairing as a valid recovery method for Velop mesh nodes per KB guidance.
  • Requested customer to check RSSI values and consider node placement, which are relevant troubleshooting steps for mesh performance.
Agent Errors / Gaps
  • Provided materially incorrect technical information: support.netgear.com (Netgear domain) instead of support.linksys.com. This is a direct contradiction of KB guidance and a serious accuracy failure.
  • Failed to collect essential product information (model, serial, warranty) required for protocol compliance in hardware troubleshooting.
  • Misrepresented the outcome by stating both nodes were connected at [11:00] when customer clearly reported one was offline and red.
  • Did not verify final resolution or establish a valid next step; call ended without operational closure.
  • Used confusing and non-technical language at [09:00], which lacked clarity and professionalism.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent: '...now everything's connected...' Customer confirmed both child nodes were online and showing solid blue, indicating resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through checking Wi-Fi name, child node LED status, resetting nodes, and performing 5-press on parent — logical, sequential troubleshooting.
R3 Met Correct resolution path conf 96%
Agent applied correct reset + 5-press method for WHW/MX-style mesh nodes, consistent with KB guidance; no indication of warranty avoidance.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (child node offline/red), verified setup state via Wi-Fi name, checked LED status, and initiated reset — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent used the Linksys app to verify node status — a valid and appropriate tool for mesh topology confirmation.
T3 Not Met No misinformation conf 97%
Agent directed customer to 'support.netgear.com' — a materially incorrect URL; this is a serious error that undermines trust and directs to a competitor.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control throughout, guided transitions clearly, and kept focus on troubleshooting steps despite connectivity issues.
C2 Met Confirmed understanding conf 91%
Agent used accessible language, repeated instructions when needed, and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and provided a ticket number for continuity.
O2 Met Proactive follow-through conf 92%
Agent set clear next steps (relocate nodes, monitor signal) and provided a ticket number for future reference.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent expressed mild empathy ('I'm sorry about all that') but overall tone remained procedural without deeper acknowledgment of customer frustration.
X2 Met Tone & rapport conf 89%
Agent matched customer’s pace, repeated instructions, and maintained engagement despite signal drops and confusion.
X3 Met Overall experience conf 92%
Agent minimized repetition, used app data efficiently, and avoided unnecessary steps, reducing customer effort.
Call Transcript32 turns · 34 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, good evening. This is Epi from Linksys. I'm calling for Curtis Carroll. Okay. [silence] Alright. No worries. I can always give you a call back. [silence] Alright. So yeah, where are we? Did you take a photo of the parent node? Okay. [silence] Alright. And can we go to the computer? [silence] Is it a laptop or desktop? It's a laptop.
00:00
Speaker 2
Yes. Yeah, this is he. I'm sorry about all that. It's uh, the system's in a basement so I'm not in a good spot for that connection but it's all, but uh, but uh, it's a lot tough. Yeah. OK. Uh, OK. OK. Okay. It's a laptop. It's a Mac. [silence]
00:00
Speaker 1
Laptop. Oh, it's an iMac? Okay. Alright, can we uh look for the Wi-Fi icon on top? And uh Check if you see the the Wi-Fi name of the parent node. Is it "Velop setup?" Can you see it? [silence]
01:00
Speaker 2
And click on the Wi-Fi. Let me see. Look at this. [silence] [music] [silence] [music] [silence]
01:00
Speaker 1
um hmm. Okay. Do you see the Wi-Fi icon on top? Yes, if you click on it. Sir, do you see the, the Bellop setup? Bell-op setup. Okay. Okay. So you've, you've personalized the name. Okay. I thought that you, you mentioned that you reset the router. So you've already, um, set up the parent node. Okay. So that is already, that is connected to your to the network that you've set up, right? What is the name of your network? [silence]
02:00
Speaker 2
Uh, shoot. OK. OK. What are we looking for the the the? Uh, I do. mm-hmm. No, uh, I just see the, name that we've named the router. Um, I'm not
02:00
Speaker 1
you on the same uh room where you have the uh parent node and as well as the child nodes? Oh, okay. Uh huh. Yeah, so can you check the child node lights again, if they're connected now, or if it's still blinking? Hmm.
03:00
Speaker 2
a uh yeah pretty close so I'm. I stepped out in the hallway. That's a little better.
03:00
Speaker 1
They're all green. Okay, that's very good. Yes, they're actually now connected to the parent node, sir. Do you have Linksys app installed on your phone or okay, can we open that Linksys app? and check if all the nodes are online there. If they're all, if you're able to see all the nodes. Okay, so all the nodes showing online, right?
04:00
Speaker 2
Okay, both child nodes are, uh, now green. Huh. Yeah, wonder what happened there. I do. I do. Yeah. Yeah. Okay, yes. Now, now they show that they're connected too. Yes. Um, yeah, Mr. Wynn. Those two.
04:00
Speaker 1
OK. All right. So now you may relocate, all on both of your child nodes sir. OK. So I can wait. Um, just make sure that uh, once you relocate the nodes, you still have good signal and solid green light on both child nodes. So it may take a while for it to establish a connection. It takes three to four minutes before it gets a solid light. [silence] Uhm. [silence] Well, maybe the child node
05:00
Speaker 2
Connected into the main parent in the basement. Okay. What, the difference of what you did and what I did was the five.
05:00
Speaker 1
Child nodes were not reset properly. so if this happens in the future just do the same thing. Okay? Just make sure that you push the reset button longer than usual. So make sure also that you have a solid um normally it should be purple after the reset. But if it's not going to turn purple you may just uh leave it that way and do a 5 press on your parent node.
06:00
Speaker 2
yeah could be yeah go in 25 seconds okay okay All right. I'll get my hand upstairs.
06:00
Speaker 1
Is that on the child node? Mm-hm. Yeah, if it's configured as a child, now, it doesn't matter which which boards.
07:00
Speaker 2
And when you plug in, um like an ethernet cord, it doesn't matter if it's in the first slot or the second slot. [silence] Yeah, but I've got a security system that uh plugs into that, so I don't guess it matter. Okay. [silence] The fact that I know that one that was receiving from the uh, router, we put in the first one. And uh, I don't know if that matters but the, you know, yellow. [silence]
07:00
Speaker 1
I'm sorry. Is it solid or blinking? Because, uh, yeah. It takes really, uh, yeah. It takes some time.
08:00
Speaker 2
Okay. Okay, well that looks like he's Now So He just Changed to red Damn Dang it So the one of the job Just wound up turning the solid red and in on my app it shows that it's offline now And now it's back on blue one one of this uh One if this child is maybe
08:00
Speaker 1
And I tried to slip it in across like maybe 90. How much a note in? And he's like, ah. oh, so. It's like, what you're doing is healthy. And I was like, I got you.Right away, as soon as they'll relocate that note, you -- huh? Take some time too to establish the -- Uh -- connection. Uh -- and then, I'm like, okay, so he shifted it to different note. It helps tremendously to just suddenly flow differently through there, because it'll shift your body in another way. And I'm like, oh, let's add that part in there.So that's on the app.
09:00
Speaker 2
well the second child is still solid blue, but it did It and it turned off and it was blank. So I guess it's still trying to go through.
09:00
Speaker 1
Oh. So right now, if you check the the lights on both child nodes, are they both solid? Green or blue?
10:00
Speaker 2
Looking at the actual device itself, but on the outfit itself, it shows that that one's still connected, but the one the first child is still offline on that. Okay. [silence] It is solid blue. Okay. Well at least this one. I got to go back upstairs.
10:00
Speaker 1
And yes, so actually, both of the nodes right now are connected, sir. So if the, uh, you also need to consider the RSSI value of each nodes, of the child nodes, sir. Um, for an excellent RSSI, uh, that should be zero to negative 60 dBm. Um, for good signal, that is negative 61 to negative 70. So, we, we suggest you to have that, um, signal level. Okay? Yeah, signal strength.
12:00
Speaker 2
. ladies and gentlemen, welcome to the conference. This is a three.
12:00
Speaker 1
So, that's negative 48. So it's actually still on excellent mark. Yeah. Negative 65. So that's good, actually. So, yep, it's still on that level. That's a good thing. So just make sure you have that, you remain that value. Okay. So, all right. So, did you check your wireless devices to current this? If they're all working? Your wireless devices. Yes.
13:00
Speaker 2
First child is looking at 48 dB. Okay. and the other was on negative 65. Okay. The witch device. Oh, why are why are twice the devices. Oh yeah, yeah. uh yeah, I think they are looking at,
13:00
Speaker 1
Okay, they're all connected. Yeah, just make sure they're all, uh, you're, they're all online. Your Wallace devices, sir.
14:00
Speaker 2
what the app is showing here. Okay. Yeah. Yeah. Calling. Calling my wife's phone by her name and my phone by her name. But I don't know. Yeah. It's still here.
14:00
Speaker 1
okay okay so they're all working very good so uh sir what we actually did was we again did the five press we reset both child nodes first to factory defaults and did a five press and now everything's connected for more information just please visit our site support.netgear.com okay and if ever you need to call us you may refer to this ticket number i'm going to give you a ticket number sir just please take note All right you're ready
15:00
Speaker 2
All right. I think so. All right. Okay.
15:00
Speaker 1
All right, you ready? [silence] Hello, sir? [silence] Okay, yes, I can hear you. Yes. Your ticket number, sir is L for Lima, T for Tom, S for Sam [silence] 00132999. [silence] Okay, did you? get it? Okay. All right. Okay. All right, then. Thank you again for calling, Linksys. This is Zappi. Have a great night, sir. Thank you, Curtis. Bye-bye. [silence]
16:00
Speaker 2
I think the yes, LTS 0 1 2 3. Okay. Thank you. Check your health. Bye-bye.
17:00