V2 Rubric Detail — 4d8f284a-7a61-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 00:09
Duration
39m 11s
Contact
Mindy Voelker
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00105631
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection/Child node not connecting

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall31.9% (+9.9)

V2 Grader Summary

The issue remained unresolved as the child node continued to flash purple/red and was undetected. While the agent showed ownership, they skipped critical diagnostic steps (modem isolation, admin UI), provided technically inaccurate guidance (unsupported firmware reflash, incorrect port usage), and failed to escalate or offer a clear path forward, resulting in high customer effort and no resolution.

V1 Case Analysis

Customer reports child Velop node flashing red/blue and not detected in the Linksys app. Agent failed to collect model number, misinterpreted LED states, gave incorrect reset procedure, and provided wrong port guidance for Ethernet backhaul. Remote session initiated without confirmation. Issue unresolved; no escalation or follow-up scheduled.

Troubleshooting Steps
  • Asked customer to move node close to parent router
  • Power-cycled the node
  • Initiated remote support session via Zoho/ZConnect without confirmation
  • Attempted Ethernet backhaul using incorrect port guidance (Internet port on child node)
  • Instructed customer to perform incorrect reset procedure (hold until blue light appears)
Key Observations
  • Agent never collected the product model number, which is critical for accurate troubleshooting (00:00).
  • Agent misinterpreted the red/blue flashing LED as normal behavior instead of recognizing it as a critical error state indicating disconnection (01:00, 05:00, 15:00).
  • Agent provided incorrect factory reset instructions: told customer to hold reset button until blue light appears, which contradicts documented procedures for Velop nodes (27:00).
  • Agent initiated remote support session (Zoho) without confirming customer's ability to download and run the software (06:00).
  • Agent gave incorrect port guidance for Ethernet backhaul: instructed connecting to 'Internet' port on child node instead of LAN port (18:00, 34:00).
  • Agent failed to verify parent router's WAN/internet status before troubleshooting child node (never performed).
  • No clear resolution path, escalation, or follow-up was established before ending the call.
Positive Highlights
  • Obtained the node's serial number from the customer (00:00).
  • Asked customer to move the node close to the parent router (01:00).
  • Attempted multiple troubleshooting methods including power cycling and physical connections.
Agent Errors / Gaps
  • Failed to collect the product model number, preventing accurate troubleshooting per KB.
  • Misinterpreted the red/blue flashing LED pattern as normal behavior instead of recognizing it as a disconnection error (contradicts velop_wifi_connectivity.md and led_intelligent_mesh_consumer.md).
  • Provided incorrect factory reset procedure: instructed customer to hold reset button until blue light appears, when the KB specifies holding for 10-20 seconds until light changes (contradicts universal_factory_reset.md).
  • Initiated remote support session without confirming customer's ability to download and run the software (protocol failure).
  • Gave incorrect port guidance for Ethernet backhaul: instructed connecting to 'Internet' port on child node instead of LAN port (contradicts velop_wifi_connectivity.md and adjacent_common_wifi_questions.md).
  • Failed to verify parent router's WAN/internet status before troubleshooting child node (contradicts velop_wifi_connectivity.md and universal_isp_modem_diagnostics.md).
  • Did not establish a clear resolution path, escalation, or follow-up before ending the call (protocol and resolution failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
At the end of the call, the child node is still flashing purple/red and not detected in the system; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycles, cable swaps, reset attempts, and remote access but skipped foundational isolation steps like modem-direct test or parent node WAN check per KB.
R3 Not Met Correct resolution path conf 92%
After persistent node failure, agent did not offer RMA, escalation, or out-of-warranty best-effort troubleshooting; instead persisted with unsupported reflash attempts.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified LED color and serial number but did not ask about parent node status, internet connectivity, or perform modem isolation for root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used Zoho remote access appropriately but failed to use the router’s admin interface (http://myrouter.local) to check logs or node status, a key diagnostic tool per KB.
T3 Not Met No misinformation conf 95%
Agent instructed to 'reflash the firmware' — a non-standard, unsupported procedure for consumer Velop nodes per KB — and gave confusing port guidance (Ethernet to Internet).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but lost direction during cable confusion and long silences; transitions were unclear, especially when switching from remote access to reset instructions.
C2 Partially Met Confirmed understanding conf 78%
Agent used polite tone but did not adapt to customer confusion over ports or confirm understanding; technical terms like 'reflash' were used without explanation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the case throughout, performed multiple actions, and did not transfer or abandon responsibility.
O2 Not Met Proactive follow-through conf 93%
No clear next steps, timeline, or follow-up plan was provided after repeated failures; customer left without knowing what would happen next.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue persisted through multiple resets and diagnostics; agent never escalated despite clear signs of potential hardware fault — a warranted escalation was omitted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent expressed basic courtesy ('thank you', 'I’m sorry') but did not acknowledge customer frustration with recurring node issues or repeated effort.
X2 Partially Met Tone & rapport conf 77%
Agent maintained consistent pace but failed to adjust when customer struggled with port confusion; no comprehension checks were made during complex steps.
X3 Not Met Overall experience conf 96%
Customer was forced to download remote software, swap cables multiple times, and perform resets without clear benefit — increasing effort unnecessarily.
Call Transcript47 turns · 57 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? Okay, Mam, yes. Yeah, Paul again from Linksys. Okay, yeah. Yeah, but there seems to be still static, but at least I can hear you, fine. So yeah, just bear with me, ma'm, okay? Yeah, so, can you tell me again, ma'm, the serial number of that node? Okay. Yes, I'm ready. [silence]
00:00
Speaker 2
Hello, this is Mindy. Yeah, I can read it to you. It is. Okay. Ready? 4-3-K-1-0 Amazon Mary 2-7-D, and boys, 4-28.
00:00
Speaker 1
Okay. That's for. 3K. one zero M. two seven B. 442. 86. Correct? Okay. Yeah. So, this is the problematic. Not okay. So, thank you very much for this information ma'am. And yeah, can you bring this node or can you bring this node ma'am close to the main router? Yeah. Just place it around two to three feet away from the main node. Okay. The main router. Okay. And what's the status light of the node right now, ma'am? What's the color of the light are you Yeah.
01:00
Speaker 2
Yes. OK. OK, I got it. Yep, it's done. Well, now it's blue. But it was just red about about five seconds ago. Is it red? Now it's blue. Is it red? Now it's blue. Is it red? Now it's blue. Is it red? Now it's blue. Is it red? Now it's blue.
01:00
Speaker 1
Let's just give it some time, then. I know. I know, I know. I didn't do any anything, ma'am. I didn't have any access to your network. How is it going? Is it still flashing red right now or blue? Yeah.
02:00
Speaker 2
No. [silence] I do and I tried to use that first and it kept telling me to just um, it was checking the lines and then it just kept saying to check my connections and and then it would keep it would keep going in a circle of telling me to check my connections. [silence] So, it wasn't really helping.
02:00
Speaker 1
Okay. Yeah. So, because if it's blue, then that means the node is actually connected. Yeah, it stays blue. Can you try, ma'am, like to unplug and replug this node from the power outlet? So, just unlike it from the power outlet. Yeah. Just give it 10 seconds. Then after 10 seconds, plug it back to power to power back on the node. Then kindly observe, ma'am, the light on the node, okay? Mm-hmm. What's the light of the node, ma'am? Is it flashing?
03:00
Speaker 2
a flashing blue, now it's still flashing blue
04:00
Speaker 1
please or minute, can you, hear me? How's it going Ma'am, what's the status light, the node solid blue? Can you open Ma'am the linkages app? Then can please double check if you can see the node on the least.
05:00
Speaker 2
It's a solid blue. Sure, it just flashed red and now it's to sells. [silence]
05:00
Speaker 1
yes i just have mm-hmm is it still flashing red mm-hmm okay so by the way ma'am do you have a computer that is connected to the router right now wired or wireless a computer a computer or a laptop yes ma'am then if it's okay with you if i do a remote access to your laptop so we can check the settings of your main router okay yeah so just connect a laptop them to wifi okay so i'm gonna go into your laptop uh go
06:00
Speaker 2
I will open up the links. It now is red right now. That's right. Yes. Yeah. I'm sorry, right now. A little bit. You need me to get a laptop? Sure. Let me, let me, I
06:00
Speaker 1
Sir just
07:00
Speaker 2
Okay. Now, what shall I go on my laptop? It is connected to Wi-Fi.
07:00
Speaker 1
Yeah Zoho. Y-Z-O-H-O. dotcom. Yeah join.zoho.com. And how is it madam? Is it asking you for the session ID. Okay, so for session ID please type this numbers 476070927. that then don't forget to enter your name ma'am and
08:00
Speaker 2
How do you spell Zoho? Z-O-H-o. Session ID. Heard. Okay.
08:00
Speaker 1
okay click on join session okay and click on agree and download then after clicking agree and download then it will automatically download a file and after the download then i just install the file just run it [silence] How's it going, ma'am? Are you finished downloading the ZConnect file? OK. OK, there you go. Almost there. Now can you double-check if you have their confirmation screen? OK. Okay, there you go. Okay, good. Okay, so let's access first the setup page of the router. Uh, let me open the setup page to my router. Uh, that's local. What's the status light on the router right now, ma'am? Is it still flashing red? Is it solid, blue? Hmm. That's interesting. Oh, by the way, ma'am, can you type in your router password, please? Yeah, router password, so it's different from the Wi-Fi password. Okay. Yeah, thank you. Did it say solid blue right now ma'am hmm wait six or seven This is the one um Good very sure Oh no no no. CM MD. CM MD. So, we'll try to run a diagnostics then. Let's see if this node has a stable connection. copying one and two. Okay. Okay, so what are we going to do ma'am instead? So we'll try to maybe reflash the firmware of this node where we've got time out. [silence] May I know what's the status like on the node right now ma'am? Is it red? Flashing red? Yeah, it's flashing red. And after a few seconds it will turn back to blue again right? Yeah I think it's trying to Sure, we can. Yeah. So I just want to confirm on this, this is, yeah, this is the behavior, yeah, this is the behavior of this node. And there it says it went offline.
09:00
Speaker 2
Ring. uh Yeah, I think this is the main problem.
16:00
Speaker 1
Okay, so at this point, is it possible for you, ma'am, to connect this node wired to the parent node? Because what we are trying to do, ma'am, is we'll have to reflash the firmware of this node. Like we will reload the firmware. Now, just connect it via Ethernet cable. Yeah, to the main router. Uh, to the parent node to the main router. Yeah, via cable. Yes. Okay. So, connect it to the connect the cable to the main router is the other end of that cable to the internet.
18:00
Speaker 2
[silence] sure, I know. It's it's hard to understand cutting out. Do you want me to connect this um child mode to the laptop? Okay, connected to the main. Okay, let me do that right now.
18:00
Speaker 1
[
19:00
Speaker 2
So I am doing a, so I'm doing an ethernet connection. From the parent node to the child node. And then I'm doing another connection from the. Just that? Okay, I have the parent node connected to the child node in the ethernet.
19:00
Speaker 1
Okay, yes, [silence] please. Okay. [silence] yes, [silence] okay, good. It's back online now. Okay, good. [silence] yeah, I think it even reconnected. [silence] And we will generate a logs. Let's see. Okay. Okay. [silence] Okay.
20:00
Speaker 2
Okay. Let me switch, let me switch that. So internet of the child. One second. One second. [silence]
20:00
Speaker 1
Yes.
21:00
Speaker 2
in the parent node it's ethernet and in the child mode it's internet. Is that correct? [silence] Yes. The parent node is internet.
21:00
Speaker 1
I'm sorry, I didn't read that right.
22:00
Speaker 2
Internet connection, I'm sorry, the parent node is in the ether net and the child node is in the internet. Is that correct? [silence] A different um port on the parent node, OK. [silence] I-I'll try a different ether net port on the parent node. One second. Does that work?
22:00
Speaker 1
[silence] the the [silence] double double check um sir hold on just check if it's detected yeah it's not even detected I can you try using different cable? Okay
23:00
Speaker 2
[silence] [silence] i have to find a different cable uh [silence] i can try a different cable let's see [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
23:00
Speaker 1
uh. mm. OK let me try to check again uh. still not detected uh. still not detected though but didnt check
24:00
Speaker 2
I'll do this one. I'll try this one and then okay. That's a different cable.
24:00
Speaker 1
Get disconnected again. Yeah, it's disconnected. OK, how about this one now? Yeah, let's try to reset this node instead. Can you connect this node now? Wired to the parent node instead? I mean, to the laptop, directly to the laptop. Ah, just the child node. Now just the child node. Connect it via ethernet cable to the laptop. To unplug it from the parent node. Yeah, unplug the child node from the parent node, then connect it directly to the laptop instead.
25:00
Speaker 2
It's, it's, flashing red in the, the program.
25:00
Speaker 1
Yeah, OK. Yeah, so unplug the child node from the parent node. Yeah, I'll plug the ethernet cable that is connected to the parent node. Then connect it to the ethernet port on your laptop. to the laptop. Uh, your laptop does it have ethernet port? I see. Okay. Uh, we need to do this is it's not detecting the cable because at this point, Mamaya, I'm not thinking there's something wrong with this node. Okay, so let's just hard reset this.
26:00
Speaker 2
It's from the child code. Streets wrong.
26:00
Speaker 1
node, Mem. Yeah, this, uh, this child node, okay? It's too hard to reset. Yeah, so we can access its setup page. Okay, so, on the bottom of the parent node, Mem, can you see the reset button? Yeah, there's a tiny hole there. Okay, so, please press. I just leave it connected for now, Mem. That's okay. It doesn't matter. Yeah, it doesn't matter, just leave it connected. [silence] Yeah, please, press and hold the reset button of the child node until you see the blue light. So, just press and hold the reset button, wait until the light turns off. Then once the light turns off, keep pressing until you see the blue light. Once you see the blue light, that's the time you release. The reset.
27:00
Speaker 2
Want me to get the Ethernet out of the child mode? What's that right now what do I do? [silence][silence]
27:00
Speaker 1
Okay, so press and hold the reset button, wait until the light turns off. Okay, then once the light turns off, keep pressing until you see the blue light. Release the reset button and what you see the blue light. Okay. Did the lights offer? Okay, keep pressing. Wait for the blue light. Okay, let go. Okay, go. Okay, good. [silence]
28:00
Speaker 2
okay, so light turned off and then I pressing it and the blue light, solid blue light, went on and now it's blinking, now it's blinking blue.
29:00
Speaker 1
ok ma'am what's the slide on the chile mode right now Okay good uh hold on let me just check it is showing on the list or if it's it is it possible Yeah, it's look like the child node still not detected. Okay, let's try to add the child node instead. I just want to confirm, I know where is the other child node is located right now. Is it far from the parent node? Okay. Okay, yeah, that's okay. I think you got it. Okay, can you observe, mom, the light on the parent node? Is it flashing? [silence] (light beeping in background) [silence] I don't think so, the only port blinking I can see is the USB port.
31:00
Speaker 2
to first down it's in the basement
33:00
Speaker 1
Okay and how's the child node right now? Ma'am, what's the status. light okay yeah they are still connected via cable right Oh, they are not connected. Okay, can you try Mm like to connect the ethernet cable to port number let's try port number 2 of the child node from the parent.
34:00
Speaker 2
The child mode is purple. It's flashing purple. Now it's red. Just to, just know I have the parent mode and the child mode connected with ether net cable. They, they are not connected right now. Uh, from the ether net port of the, [silence]
34:00
Speaker 1
Yes, going to port number two of the child. Internet port, port number two of the child. Yes, just the second port. Yes, correct. Let's check if it can be detected.
35:00
Speaker 2
Parent right two. Ah. Two. Is it Ethernet or internet? There's no numbers. Okay. It's Ethernet to Ethernet. Got it.
35:00
Speaker 1
Okay, so it seems like it, connected. What status light on the child node right now, man? Is it white? Solid? I mean blue, solid blue. Okay. Let me run uh Diagnostics test cmd.
36:00