V2 Rubric Detail — 4aaf3b30-68ee-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:13
Duration
39m 6s
Contact
John Jepkema
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00133469
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected to the network_MX4200
⚠ 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

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall71.7% (+31.7)

V2 Grader Summary

The agent followed correct escalation protocol after performing basic troubleshooting on a malfunctioning child node, providing technically accurate reset instructions. However, T2 was Not Met due to over-reliance on customer-reported data instead of remote verification, and X3 was Not Met due to high customer effort. Empathy was partially shown but delayed, resulting in Partially Met for X1 and X2. The outcome remains Appropriate Escalation as L2 referral was justified.

V1 Case Analysis

Customer reports one Velop mesh child node offline with erratic LED behavior. Multiple 20-second resets attempted without success. Agent provided incorrect LED guidance ('purple'). Escalated to Level-2 with callback scheduled.

Troubleshooting Steps
  • Performed multiple 20-second factory resets on the child node
  • Instructed customer to wait 2–3 minutes between reset attempts
  • Attempted to verify firmware version via web interface (v1.01.3.21.6602)
  • Asked customer to check for setup SSID broadcast (not observed)
  • Escalated to Level-2 support
Key Observations
  • Agent never collected the product model number, violating protocol and limiting troubleshooting accuracy.
  • Provided factually incorrect LED color guidance: claimed the device should turn 'purple' after reset, contradicting KB documentation (expected: solid blue).
  • Repeated factory resets without diagnostic validation or firmware update check, leading to inefficient looping.
  • Failed to verify warranty status or eligibility, missing a required support process step.
  • Escalation was offered promptly with a defined callback window, providing a concrete next step for the customer.
  • Customer email and phone number were correctly captured and verified.
Positive Highlights
  • Captured customer name, email, and phone number correctly and verified them.
  • Attempted multiple reset cycles with appropriate wait times between attempts.
  • Escalated to Level-2 support with a clear callback timeframe, providing a valid next step.
  • Correctly identified the issue as isolated to a single child node and focused troubleshooting accordingly.
Agent Errors / Gaps
  • Did not collect product model number, violating protocol and limiting troubleshooting accuracy.
  • Provided factually incorrect LED color guidance: claimed the device should turn 'purple' after reset, contradicting KB documentation (expected: solid blue).
  • Failed to verify warranty status or eligibility, missing a required support process step.
  • Repeated reset instructions without confirming outcome or adjusting approach, causing inefficiency.
  • Did not guide customer to check for firmware update or enable auto-update, a key troubleshooting step per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent escalated to Level-2 with a callback commitment, which is a valid resolution path for unresolved hardware issues after troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent performed multiple resets and light checks but skipped key steps like verifying parent node status, firmware version, or auto-update settings before escalation.
R3 Met Correct resolution path conf 93%
Escalation to L2 was appropriate after repeated resets failed and the node remained offline, aligning with E1 triggers for unresolved hardware behavior.
Technical Accuracy
T1 Partially Met Technically accurate info conf 76%
Agent identified blinking red light and offline status but did not ask about parent node health, firmware mismatch, or recent outages—key diagnostic omissions.
T2 Not Met Appropriate tools / resources used conf 85%
Agent asked customer to manually check firmware via web interface instead of using remote tools or guiding login; relied solely on verbal report without verification.
T3 Met No misinformation conf 97%
All technical instructions (20-second reset, wait for purple/magenta, proximity to parent) are consistent with universal_factory_reset.md guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectations about reset consequences and callback timing but lost control during long silences and unstructured transitions.
C2 Partially Met Confirmed understanding conf 78%
Used clear language but maintained formal 'sir' tone throughout without adapting to customer’s growing frustration or checking comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, created a case record, and only escalated after attempting resolution.
O2 Met Proactive follow-through conf 96%
Clearly stated callback within 2–3 hours, confirmed contact details, and explained follow-up process including email if unreachable.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation occurred after failed resets and inability to restore node, meeting legitimate trigger for suspected hardware or firmware fault.
E2 Met Escalation prep & handoff conf 94%
Agent informed customer of escalation to Level-2, explained callback timeline, and confirmed contact method—complete escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Apologized at end ('I do apologize... wasn’t able to resolve') and acknowledged effort, but failed to recognize frustration earlier in the call.
X2 Partially Met Tone & rapport conf 79%
Maintained professionalism but used a rigid, formal tone; did not adjust pace or style despite customer confusion and repeated issues.
X3 Not Met Overall experience conf 88%
Customer performed multiple resets, checked web UI, searched SSIDs, and located reset pin—agent could have reduced effort with better tool use or guidance.
Call Transcript60 turns · 66 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys, uh, welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys Technical Support. This is Rio, how can I assist you today?
00:00
Speaker 1
So it keeps losing connection. It says it's offline. Oh my goodness, I can't understand you at again. No, no, it's it's my my problem here. The network is fine. The by yeah, it's it's my, I'm Yeah, it's the router that's bad. I mean, it's that's not working.
01:00
Speaker 2
I minister, what, uh, what issue did you encounter with your linksys device? Uh-huh. And, uh, by the way, did you not experience network outages? You you're not experiencing network outages, uh? So, it's just the router, the linksys? Did you try already to reboot the modem and the router?
01:00
Speaker 1
I did and it's still coming in and off. are you talking about the reset button? I did, but I'll do it again. How long should I press it for? Oh. okay. Well, it's not working so I I need to do something. Serial number
02:00
Speaker 2
I'm sorry, you, did you press the reset button? Okay, so just to set proper expectations, sir, if you're going to press the reset button of your router, what you're going to do is you're going to reset your router settings. So meaning to say, you're going to delete your Wi-Fi name and Wi-Fi password and then set up again from the beginning your whole system. That's what it's doing. Okay.
02:00
Speaker 1
Is 38U10M5A
03:00
Speaker 2
This is your internet service provider sir. Okay. How many total links devices do you have there? Sir. Three. And may I know what's there light indicator showing?
03:00
Speaker 1
A child node. Just one. I think so. Yeah, I, yes.
04:00
Speaker 2
you reset, sir? Is this a child node or a parent node? All right. So you have three LinkSys devices and how many is losing connection? Okay. All right. Good. Okay. Sir, if this is the first time you called LinkSys.
04:00
Speaker 1
First name John, J-O-H-N. Last name, Jep, J-E, like Paul K-E-M-A. It's JD, J-E-P, K-E-M, A, at gmail.com.
05:00
Speaker 2
All right, let me create first the record before we proceed in troubleshoot your device. May I know your first name and last name? How about email address? Okay, thank you. Let me, just, take a look here. Okay, give me just three minutes sir, let me just create record for you in the system before proceed. No sir, while you are still waiting for me to finish
05:00
Speaker 1
It is. I've got it sitting here. They're all sitting here on my... on my desk. Okay. [silence]
06:00
Speaker 2
my documentation, so I can create a case. Can you try to unplug this child node, sir, and keep it near the parent node at least 2 to 3 feet, so we can add it back in the network. Okay, so since you only have a problem with one of your child nodes, we are going to add back your child node. So for the one that is problematic, Sir, try to reset the device. Can you hold and press the reset button for 20 seconds, please?
06:00
Speaker 1
All right. I am just released it after my 20 second hold. And I've got the dark blue light now it's pulsing. How far is it away? I don't know, 8 feet. All right. I'll try it again.
07:00
Speaker 2
How was it? were you able to reset it already, sir? How far is this child node, sir, to the parent node? Yes, from the parent node. Oh, as I've mentioned earlier, sir, the child node should be at least two to three feet from the parent node.
07:00
Speaker 1
All right now should I hit the reset button again or do I need to let it warm up? Which one is it all right [silence]
08:00
Speaker 2
You need to wait for it to fully reboot, sir, at least two minutes before you reset.
08:00
Speaker 1
getting a rapidly blinking red light. Sure. All right, here we go. [silence] Please restart wherever you would like me to begin the transcript.
09:00
Speaker 2
sign Yeah. now Can you Tracer again to reset the child node? you hold and press the Reset button for 20 seconds please.
09:00
Speaker 1
All right. Now I'm getting a - go ahead, I'm sorry. Okay. It's blinking red now.
10:00
Speaker 2
Okay, so after your... after your reset the device, we're going to wait for at least... um two minutes. Device should turn purple.
10:00
Speaker 1
[silence] Now it's a steady light blue. Now it's a darker blue, but not purple. Now it's pulsing a little bit darker blue. Now it's red again. All kinds of color changes. Now it's back to the standard steady. Yes.
11:00
Speaker 2
Okay, okay, that's, that's, um... So, I guess it's still trying to update your device since you tried to reset it. Give it some time. Time work, you see. Okay. Okay. Okay! You know that, uh, I wanna like look through your device. Okay, uh look through your device, let's see the, the contents... Alright, let's see. This is just... Oh, who wrote this poem
13:00
Speaker 1
Is this common that they've had such a hard time reconnecting?
14:00
Speaker 2
[silence]
14:00
Speaker 1
Oh. I see. So my my mesh units are are not current technology. Okay. [silence] Uh-huh. Okay. It's blinking blink blinking red now.
15:00
Speaker 2
uh, yes, sir. But this device is still, uh, actually working fine. It's just that updates are, you know, uh, updating, especially the firmware, so that they can cope up with your modem that you have. How is it right now, sir? What's the light indicator? We have been to have a pin, sir, like a paper clip that you can, you know, uh, press so that you can press the reset button properly?
15:00
Speaker 1
So maybe maybe just the tip of a pin would button further. Yeah, let me try that. I was wondering that also, if maybe I wasn't getting that button in far enough with my big fat fingers. Yeah, let me let me try that again. Okay, I'm pushing your result. okay, I could hear it clicking back then. but I don't notice any difference. It's still blinking red now. It didn't seem to react to the reset. [silence] It didn't really. I mean, it was it's still doing the same, well, now it's back to the light blue. But it um, on my device list, I don't know how accurate this is, but it shows offline. Okay.
16:00
Speaker 2
When you hit the reset button of the device, did it react? [silence] Yeah, it's offline, sir, because the device is so blue, so that it will come up in the app. So you need to close the app so that later on when you open it, it will be accurate. You can close the app Sir. We don't need the app yet. [ silence ] Hold on, let me just have my watch. Let's try to check if it will still be the same after we reset it again. But you were able to hit the reset buttons for at least 20 seconds, right? [ silence ]
17:00
Speaker 1
[silence]
19:00
Speaker 2
Okay. Right. Let's give it some time. Uh, still have a minute here have passed by. Let's give it at least three minutes, sir.
19:00
Speaker 1
The number I gave you is off the device having an issue that ends in 02882.
20:00
Speaker 2
With the serial number that you have provided to me, sir, is this the serial number for the device that is having an issue? Okay.
20:00
Speaker 1
Following the exactly pattern with the light flashing. Uh-huh. Yep. Yep. On my computer, you mean? I'm, are you talking about my Linksys account? Sure. Okay. Um, and to do that, I've been entering the IDs. The thing is, I see it as two different things because I have two different blocks, all right? Okay. Um, and I've typed in all these passwords. Oh, okay. I never even reset my password. What was weird is I've never even reset my password before. Okay. The weird thing is that you can see it there, like that. You,
22:00
Speaker 2
So the same, sir? Light flashing. Okay. Uh, uh, Siri, can you try to open your app for me, please? Yeah, sir. Can you try to log in to the Linksys web interface, so we can try to check your device firmware?
22:00
Speaker 1
Okay, all right. Let me just get back there. All right. I am back in. This shows all the devices that are currently on. Yes. Let me go back in. Yes, here we go. see it didn't 1.0.1.13.2.1.1.1.2.1.1.2.1.1.2.1.216602. No, transparency, glossary. Silence.
23:00
Speaker 2
You're already in the web interface, right? Can you try to go to the the one that is showing offline, sir? Okay, can you provide to me what's the firmware for that? Okay. Let me repeat again, sir. That's 1.01 3.21 6602.
24:00
Speaker 1
Wait, the decimal points in the different points, oh, but my records shows it's, it's past that. Yeah, this, this one, this one did not get the last update. I'm sorry, say that again.
25:00
Speaker 2
Yeah I got the correct one let me try sorry okay it's okay um what's the light indicator showing for your device right now what's the light showing in your Linksys device now Sir
25:00
Speaker 1
It's showing kind of a pulsing. Nope, it went to, it went to blinking red. sure all right thank you okay okay. [silence]
26:00
Speaker 2
Thinking head. Can you give me, sir, at least three to five minutes? going to put the call on hold. I'm just going to check something. I'll be back. Thank you, sir. Bye. Stay with me.
26:00
Speaker 1
Yes.
30:00
Speaker 2
[silence] Hello sir. Alright. So sir, by the way, are you currently using a computer right? Okay. Uh sir, what did we find sir that in your computer, um, can you try to check for me in, are you using wired connection or wireless? Wireless. Okay. Okay. Um,
30:00
Speaker 1
wow this is why I have to call you because I don't know let me go into settings network and Internet how would I know where would I look okay let me look it's not here that is here.
31:00
Speaker 2
Can you try to go to your settings of, uh, the computer and then try to check if the Wi-Fi name for this child node is broadcasting? Uh, available networks. Like where you see all of the Wi-Fi names showing? Yes, you'll have a uh a Wi-Fi name for your child node saying uh Blinksys development.
31:00
Speaker 1
Right. Manage new network. I don't I see a bunch of different things. None of which Right. The only one I've got in here is my primary the the parent knows. I don't surely there's a way I can look at other networks. Well
32:00
Speaker 2
I see. system fi names there. Uh, where are you exactly in your computer right now?
32:00
Speaker 1
I'm looking at, I'm in settings. uh, oh, discover WI-Fi networks. show available networks. There we go. Okay. Wow. We've got t-mobile. I don't show my um I don't show anything other than the parent node. I don't show this other, I've got three, you know, three of the mesh stations. And the only one... No. Huh. Oh, you set up. Is that what you're talking about?
33:00
Speaker 2
Mm-mm. You're not able to see there a Wi-Fi name saying Linksys Velop set up?
33:00
Speaker 1
But this is forBT173 guests. I'm not sure that's me. Right. Well, right this moment, it's got the regular. Nope, it just switched again. It's switching from light blue to blue blinking. Yeah, now it's blinking blue.
34:00
Speaker 2
Y-ness Vellum.
34:00
Speaker 1
And I'm sure it'll go to red here in a minute. It's just the same sequence. Yeah, it's blinking. But you know, I've got this other, I pulled both of these mesh child nodes in here to my office, and the other ones on. And when I look at my lift, it shows the little Wi-Fi symbol, but I don't see it on my, on my network list at all. I couldn't, I couldn't connect to it. [silence] If I'm understanding you
35:00
Speaker 2
[silence] What [silence] what are you referring to, sir? [silence] You only have one Wi-Fi name. And that one Wi-Fi name is for [silence] the Wi-Fi name from your parent node. [silence] All of your child nodes follow [silence] the same Wi-Fi name for your parent node. [silence] Yes sir, all of your child nodes will have one wifi name if it's connected to the network. However, the one that we are having an issue, it should have a different wifi name because we tried to reset the child node. So it should show its default wifi name that has linksisbellet setup or velop setup. But as you've mentioned, it's not broadcasting. So here's what we can do, sir. Um we've run already troubleshooting for the devices you have here, however, if the device will really not turned into purple light, or magenta, if we try to reset it, um, might afraid that might need to escalate.
35:00
Speaker 1
on the, OK all right, yes, thank you very much, I appreciate the time you've spent. Yeah, all right, that would be,
37:00
Speaker 2
I'm assigning you to a level two tech. And that way, if, by chance, they do have other alternative options, because they're gonna do some advanced troubleshooting for that. So, if it would be fine for you, sir, a callback will be processed at least two to three hours from now. So they'll be the one who will process a callback for you. Would that be fine with you? Mm-hmm. [silence] Mm-hmm yeah. You're welcome, sir. Because I wanna make sure also, sir, that your issue will be resolved so that you can use this device in your home. Now, sir, just to double check, if by chance that our level two tech will not be able to reach you out, they'll send you an email to ask if when is the best time to call you back. Is this correct? Yeah for Jack.
37:00
Speaker 1
That's right. And you have my phone number as well, right? That is correct. All right. Thank you. Well, if it was easy, you know, I would have done it myself. So I appreciate you sticking with me.
38:00
Speaker 2
[silence] D for Delta J for Jaguar E for Echo P for Peter K for Kilo E for Echo M for Mary A for Alpha@ gmail.com. Yes sir. Let me repeat your phone number. Uh that would be 406-266-1810, is that correct? Okay, okay. So Sir John, I do apologize. Uh wasn't able to uh resolve your concern, but I assure you sir, the level two tech will do everything so that you can use your device. Okay? Mhm. Exactly sir. So yes sir, thank you so much for your time. Expect a call back from level two tech.
38:00
Speaker 1
All right. You too.
39:00
Speaker 2
Have a nice day ahead, sir. [silence] Bye bye for now.
39:00