V2 Rubric Detail — 547af3b0-65a7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 15:07
Duration
18m 51s
Contact
Ryszard Cholewa
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+5.8)

V2 Grader Summary

The agent successfully guided the customer to re-pair the node and confirmed online status via the app, achieving functional recovery. However, a material technical error occurred: the agent incorrectly stated that solid white indicates online status, when the customer’s WHW03 (Velop Pro 6E) uses solid blue for online — white is for Cognitive Mesh models. This undermines technical accuracy despite functional success.

V1 Case Analysis

Customer reported child node stuck on solid blue and unable to pair. Guided through node reset, pair-button pairing, and verification of solid white LEDs. Confirmed both nodes online via app and signal strength within acceptable range.

Troubleshooting Steps
  • Instructed customer to keep the child node near the main node (within ~2 ft).
  • Guided customer to press the pair button on the main node for one second.
  • Advised waiting 3-5 minutes for the child node to transition to solid white.
  • Verified both nodes were solid white and online via the Linksys app.
  • Provided signal-strength guidance (stay above –70 dBm).
  • Explained how to view MAC addresses in the web interface for node identification.
Key Observations
  • Agent provided correct pairing instructions for Velop Pro 6E (pair button method).
  • Customer was able to verify nodes online and signal strength after guidance.
  • Agent referenced backend records showing serial number ending 5321 and acknowledged multiple nodes in the bundle.
  • Agent accurately diagnosed and resolved the pairing issue using proper Velop Pro 6E procedures.
  • Customer confirmed resolution via app: all nodes online and signal strength acceptable.
Positive Highlights
  • Provided clear, correct, and step-by-step pairing instructions specific to Velop Pro 6E.
  • Successfully guided customer to achieve solid white on both nodes and confirmed online status via app.
  • Offered practical post-resolution guidance: signal strength threshold (-70 dBm) and MAC address lookup for node identification.
  • Maintained calm control during customer confusion and repeated verification steps.
  • Referenced backend system data to acknowledge serial number and bundle status, indicating case awareness.
Agent Errors / Gaps
  • Did not explicitly confirm full serial numbers for all nodes despite customer asking which one to report.
  • Did not explicitly state or confirm warranty status, even though backend records were referenced.
  • Failed to clarify that any node could be used as parent when customer expressed confusion about node roles.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms both nodes are solid white and devices show online: 'All right, now we have white node light. So it's working.' and 'all three are up and on.'
R2 Met Diagnostic thoroughness conf 97%
Agent guides customer through reset, re-pairing via pair button, waiting for solid white, and verifying status in app — a complete and logical troubleshooting sequence.
R3 Met Correct resolution path conf 96%
Agent applies correct resolution path for a mesh pairing issue: reset child node, use pair button, wait for sync — standard L1 procedure, no escalation or warranty dependency needed.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies symptom (child node stuck on solid blue), determines root cause (not paired after reset), and prescribes correct fix (pair via parent button).
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately uses the Linksys app and device list as tools to verify node status — correct and sufficient for this scenario.
T3 Partially Met No misinformation conf 92%
Agent incorrectly states that solid white means online for this model; per KB, WHW03 (Velop Pro 6E) uses solid blue for online, not white — white is for Cognitive Mesh. This is a material technical error.
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control, sets expectations ('wait 3–5 minutes'), and guides step-by-step without losing direction.
C2 Met Confirmed understanding conf 94%
Agent uses simple language, checks understanding, and adapts to customer’s pace, especially during confusion about node identification.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, does not transfer, and follows through until customer confirms resolution.
O2 Met Proactive follow-through conf 96%
Clear next steps given: press pair button, wait for solid white, then relocate — with realistic timing provided.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent is courteous, uses 'sir', thanks customer multiple times, and remains patient throughout.
X2 Met Tone & rapport conf 95%
Agent matches customer’s tone, slows down when needed, and confirms understanding during complex steps.
X3 Met Overall experience conf 94%
Agent avoids unnecessary repetition, uses app to verify status, and resolves issue efficiently without extra steps.
Call Transcript32 turns · 35 lines
Speaker 1
Hi, I'm Richard and I have the Linksys Velop Pro 6E.
00:00
Speaker 2
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.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear, 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. Hi, thank you for calling LinkSys. This is Joy. How can I help you today? [silence]
00:00
Speaker 1
AXE 5400 uh... It has been purchased on November 24 about uh 2003 2023. I have the original box here uh... One of the nodes is blue. I tried different things and it cannot turn uh... white light. Yes, no, main node is white. Uh... basement node is white and um uh... second floor is blue all the time. Yeah. Yes. I did that. [silence]
01:00
Speaker 2
[silence]
01:00
Speaker 1
yeah i i did that yesterday and um it uh was pulsating blue you know blue blue and then became uh constant blue. i did that yesterday next to that in the main floor next to the uh router and next to the node. that didn't change nothing. uh huh okay hold on. all right. i'm getting it. here. now i need to go downstairs. i mean one floor just to plug it in there.
02:00
Speaker 2
yeah your child node has been reset so that's why it's stayed solid blue so you need to bring it back and plug it in right next to the main node so that we can re add it we can pair it again since it's ready for setup that's why it's stayed solid blue [silence]
02:00
Speaker 1
Hell yeah, okay. Now it's in. All right. So it is in. It's about two feet and I have three feet away. It has blue light constant after I just plugged it in. Yeah, it started. Yes, blue, no blue, blue again, no blue, yes, and the other one is white. The main. Yes. [silence]
03:00
Speaker 2
might just wait for it to boot okay, it will start to have a blinking blue light, okay, okay, let me just, it will turn to solid blue okay, that's, all right, let's just wait for the child no to turn solid blue, again clip.
03:00
Speaker 1
it takes a minute almost for that Istill doing the blinking and it's pulsing It just became solid blue. [silence] At the bottom. [silence] One is reset, reset is one big. Okay, so what should I do? Press it and hold it? [silence] All right, let's do it. Done. It's pulsating now.
04:00
Speaker 2
all right so you go to your main node and then the bottom can you see the pair button the big one big button at the center after the reset okay then just press the big button for one second only. that's the pair button on the main node only? Okay, and what's the light of the main node?
05:00
Speaker 1
White. White. Yeah. Yeah, it is. Yeah, blue is pulsating. So white is pulsating on the main and blue is now pulsating on the node. Yes. Okay, it's white now. Right. Right. It is still pulsating. Okay. White pulsating, huh? Both of them are.
06:00
Speaker 2
Okay, and then observe the light. Okay, that's good. And then observe the light of your child node if it will start to blink. That means it's trying to connect. Okay, that's good. Okay, that's good. So let's just have to wait three to five minutes for the child node to connect. So both of them must turn solid white. Yeah, let's just wait for the main node to turn solid white before you unplug and relocate your child node.
06:00
Speaker 1
You mean, this can happen from time to time, that it loses that connection? [silence]
07:00
Speaker 2
The closer it is, especially if you have power outage or the main node will reboot or have some firmware updates, the child node, yeah, it will disconnect and then you need to read it again if it will not reconnect after rebooting or even if you place it near to the main node, then you have to reset and read. It
07:00
Speaker 1
I understand. Now I have three, uh, three serial numbers on the box. Mhm. I understand three different nodes have different serial numbers, so which one is the serial number for my system? I will go upstairs and double check it. But, uh, now it still pulsating. Yes. Still white pulsations.
08:00
Speaker 2
we have here in our record the serial number for your main node, the number ending 5 3 21 but that's all right. all of them have the same warranty start date and warranty period
08:00
Speaker 1
Main is pulsating, the child node is solid white. Yeah. No. The main is pulsation, white pulsations. And the node, child node has white solid. Okay, child node now has a red solid light. Pulsations. Now pulsation, change to white. And it's solid,
09:00
Speaker 2
Okay, that's good. Both of them are solid white. Okay. Okay, let's just wait for the child node. I mean, the parent node to go solid white, before you relocate the child node. Okay, just give it a minute.
09:00
Speaker 1
Parent, parent is still pulsating. Any of the notes can become parent node? OK. So now I have solid light at both, both of them have solid white light. And let's go up to upstairs now, OK.
10:00
Speaker 2
Okay, both of them. Okay, let's just wait for the parent node. Yeah, all of them can be a parent node or a child node. So you can just switch or swap them. Okay, that's good. So you can now unplug and relocate the child node.
10:00
Speaker 1
all right plug it in there's no light yet there's no light on the child node at all now has blue light solid [silence] [silence]
11:00
Speaker 2
This is what we have here on our record, but I can see all of your serialized numbers for your three different nodes. Is it viable here in our end? Yeah. Since they are purchased in bundle. So that's all right, either one of them.
12:00
Speaker 1
[silence] it's still blue. [silence] Ah, [silence] and now how do I check if I have my node on online and I am using this [silence] Where where do I check that? Yes? but um what do I click? No, no, what do I click? No, I second. It says waiting and going around. I don't have nodes, uh, window or option. I have uh, Linksys Smart Wi-Fi tools which is device list, uh, guest access, uh parental control device list.
13:00
Speaker 2
You can use the Linksys app to check if your nodes are active or not. On your Linksys app, under Nodes, it will tell you. Just refresh it. Just click on nodes Nodes. Yeah, they will tell you if it's online or not. Okay. Oh, okay. I see. Uh, you can check on device list. Yes. We'll check uh, you can see the the active nodes that are [silence]
14:00
Speaker 1
I see, I see. All right, let me see. It says on the devices that all three are up and on. Yeah. Now it's right. Okay. Now we have white node light. So it's working. And also yeah, and also the device list shows that they are online. Good. Okay. How? Uh, one more. Uh when, when do when, when do How do I check it the strength? Uh, minus 66, 67 DBM. That's good or not? Negative what? Uh uh uh Seven zero. Yes. Seven zero. Yes. [silence]
15:00
Speaker 2
Connected to your network and other devices. Okay. All right, that's good. Okay, that's good. All right, so you're all good now. As long as it will not go beyond, negative 70 dBm, that's alright. So, the, as long as it will not go beyond negative 70 dBm. So, yep, 7-0
15:00
Speaker 1
Oh, so. I see. All right. Okay. Uh, that was very good, very helpful. Thank you very much for this instruction. Thank you. Thank you. You too. Thank you. Bye. Uh, one second. Uh, hello? Yeah, how do I know which one is this node? Uh, I have two nodes on the device list, but they don't have, uh, I just got this question. They don't get the serial number or anything here. I don't know, uh, which one which is the node number one. The one upstairs here or in the basement?
16:00
Speaker 2
Mhm. So the lower the number, the better the signal. Mhm. You are very much welcome, sir. Thank you for calling Linksys. Have a good one. Bye. You're welcome. Mhm. You can pick them. You can also check the Mac address. If you're using the web interface, you can check the Mac address of each node on the...
16:00
Speaker 1
Where is the MAC address? No. No, this is just OK or cancel at the bottom. Device details. There's edit. Means... Yeah, if I click on the node, then it shows up: child node number one, attic. I think this is the one, but, uh, connected to router. Uh, manufacturer, model, firmware version, IP address, IPM... MAC address. I have my MAC address. How -- where is that MAC address? How do I know the node -- this is the -- which node is this MAC address?
17:00
Speaker 2
Can you identify which node on the basement, reduce that a second floor. When you click on the node or you can you see that, like the eye logo on the lower right corner, the information logo, on each node. Mmhm. Yeah Yeah, that one, you can identify them using the Mac Address.
17:00
Speaker 1
ah got it all right um let me last moment look at this uh base here so i'm working on the right one sorry uh here we go oh yeah mac address got it i know now everything thank you very much thank you thank you bye [silence]
18:00
Speaker 2
You can see at the bottom of each node. There is the information there. Serial number and then Mac address. Mm-hmm. Okay. So, sir. Have a good day. Bye. Mm-hmm. You can end the call.
18:00