V2 Rubric Detail — 55f0fb62-763d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 17:42
Duration
17m 18s
Contact
Robert Schwartz
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135669
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Node disconnected_WHW03
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall25.6% (-6.4)

V2 Grader Summary

The agent provided materially incorrect technical information regarding LED colors (green/pink), failed to use essential diagnostic tools like the router UI, and closed the call without resolution or escalation despite repeated failures. While the agent attempted troubleshooting and remained on the case, the lack of ownership (no follow-up commitment) and inappropriate resolution path resulted in an ownership gap.

V1 Case Analysis

Customer unable to add child nodes; both blinking red after parent reset. Agent advised power-cycling, resetting child nodes, and repeating 5-press pairing. Did not collect model/serial numbers, gave incorrect LED guidance (solid blue/green = success), and referenced a non-existent clickable reset guide. Issue unresolved; advised to retry and call back.

Troubleshooting Steps
  • Power-cycled the child nodes.
  • Advised factory reset of child nodes (hold reset button).
  • Directed use of 5-press pairing method on parent node.
  • Provided incorrect LED state guidance (solid blue/green = success).
  • Referenced non-existent clickable reset guide.
Key Observations
  • Agent failed to collect model number, serial number, or warranty status despite multiple opportunities.
  • Provided materially incorrect LED state guidance: claimed solid blue/green means successful pairing (correct state is solid white per KB).
  • Repeatedly referenced a 'clickable link' for reset instructions that does not exist in the KB (velop_child_node_setup.md has no such link).
  • Did not verify whether child nodes entered setup mode (solid purple) after reset.
  • No escalation path offered — only a vague 'call back' instruction.
  • Customer expressed frustration and time spent (over an hour), but agent did not acknowledge or adjust approach.
Positive Highlights
  • Correctly identified the 5-press method as valid for MR8300 (WHW/MX/MR series).
  • Recognized that blinking red indicates a pairing/setup issue and suggested a reset.
  • Attempted to guide customer through power cycling and resetting nodes.
Agent Errors / Gaps
  • Failed to ask for or record product model/serial number and warranty status.
  • Provided incorrect LED state meanings: claimed solid blue/green indicates successful pairing (correct is solid white for MR8300 per KB).
  • Did not specify correct reset hold time (~15 seconds) for child nodes to enter setup mode.
  • Did not verify that child nodes showed solid purple (setup mode) before attempting pairing.
  • Referenced a non-existent clickable link in the KB for reset instructions.
  • Did not offer a valid escalation path or callback time; only told customer to 'call back'.
  • Misled customer by implying the 5-press method would work without confirming child nodes were in proper setup state.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ends with 'If it doesn't work, call us back again and we'll check' — no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggests power-cycling, resetting child nodes, and using the 5-press method, but never verifies key steps (e.g., proper reset duration, LED states, distance).
R3 Not Met Correct resolution path conf 90%
Agent never determines warranty status or selects a proper path (e.g., escalation, hardware replacement) and simply tells the customer to try again later.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent fails to identify the specific model (AC2200/MR series) and asks no diagnostic questions regarding the environment or previous setup success, jumping straight to generic instructions.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never uses or directs customer to router UI (http://myrouter.local), logs, or remote tools that could confirm node status — skipped tool clearly required for mesh diagnostics.
T3 Not Met No misinformation conf 100%
Agent claims 'solid blue or green light means they were added successfully' and 'solid purple or solid pink'. KB (velop_child_node_setup.md and velop_router_setup.md) defines only blue, purple, white, and red; green and pink are not valid LED states.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacks initial framing or expectations, but maintains basic call control by redirecting to KB and giving instructions; loses control during customer frustration but recovers.
C2 Partially Met Confirmed understanding conf 80%
Agent uses KB links to support guidance and repeats instructions, but fails to confirm understanding or adapt to customer confusion about reset steps and LED colors.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stays on case and attempts resolution without transfer, but closes with 'call us back' — breaks ownership by not committing to follow-up or escalation.
O2 Partially Met Proactive follow-through conf 85%
Agent sets next step (reset nodes, retry 5-press), but provides no timeline or commitment to follow-up — 'call us back' is insufficient for required continuity.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
After multiple failed attempts and persistent blinking red LEDs, agent should have escalated — hardware fault or complex config issue exceeds L1; no valid reason not to escalate.
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 85%
Agent remains polite but never acknowledges customer’s frustration ('I've spent an hour'), history, or effort — minimal empathy shown despite clear distress.
X2 Partially Met Tone & rapport conf 80%
Agent persists with instructions but does not adjust pace or simplify — customer remains confused; however, maintains engagement enough to continue the call.
X3 Partially Met Overall experience conf 80%
Agent directs customer to external KB articles (reducing agent-side effort), but forces customer to navigate links and interpret reset steps independently — could have read key steps aloud.
Call Transcript32 turns · 34 lines
Speaker 1
Yes. Hi. I have the linksys. AC 2200 3-pack Belop system. For.
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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support is available, 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. Thank you for calling Linksys. is how can I help you? [silence]
00:00
Speaker 1
and I've been using it for a while, I really like it. I was trying to connect a printer by Wi-Fi to my system, and I accidentally hit the reset button on the mother node, the parent node. And so I've been able to reset that. I've got that one up and going, but I'm trying to connect the children, the two children, and all I get is red lights, blinking red lights. I've waited, I've been waiting now about 10 minutes. it.
01:00
Speaker 2
Mhm. All right. Uh, may I just confirm if your name is Robert Schwartz? All right, Robert. Um, I think the previous agent already told you that your product.
01:00
Speaker 1
Can it take more than 10 minutes? I mean, can you just she sent me the instructions that says it should take three minutes. Should I just keep waiting forever? Or, I mean, do I have to pay someone to answer that question, whether or not, they're they're just blinking red. I I pressed the the reset. I pressed that reset button five times in five, you know, five times within five seconds. And it started the the I guess the pairing with the the the children, the two other children nodes. And it went to and went from like, you know, like a blue light to a a red light and it's just a blink. They're both just blinking red. And it's been going on for a very long long time.
02:00
Speaker 2
What do you mean by three minutes? Uh what do you mean by waiting three minutes? When you add the chart now, you wait uh three minutes. She told you, Okay.
02:00
Speaker 1
It's a very long time the blinking red, it never turns blue, and that the app doesn't recognize more than one node, so it's taking a real really long time to do the pairing, and I just want to know whether that's normal and I should just keep waiting or whether there's something that I need to do, how it offices there? Yes
03:00
Speaker 2
Okay. No, uh, u- if that's, uh, charge nodes, still keep blinking, um, just turn off the power switch and then turn them back on. Maybe, uh, the pairing, um, didn't success, uh, succeed. So, you need to power off your charge nodes and then turn it back on. And if they still don't show, your charge nodes, since, uh, they're the one that's blinking red, um,
03:00
Speaker 1
All right, so I just powered them off and and one of them is still blinking red and the other one is it's got that light blue. I think it's going to it's going to turn it like it's a very very
04:00
Speaker 2
then [silence] well usually when you turn off your nodes and turn them back on they will first start to blink blue uh it's the normal process they are still starting up or booting up. So you just have to wait for their lights to stabilize and go steady or solid. Now when uh if you got a solid blue or green light then it means they were added successfully to your parent node. If it's not the a blue or green light, if it's still blinking red or a solid red then it means the pairing or the adding [silence]
04:00
Speaker 1
okay, so they should be right next to each other, right? In terms of the child node, I do them together. All right. So so you're saying that I I I need to do a reset, press the reset button on the child nodes too. [silence] reset means press that reset button right reset okay well that's not in the instructions it doesn't say anything the instructions that I that she sent me about reset pressing the reset button on the child nodes
05:00
Speaker 2
Since you turn them off and then when you turn them back on, if it shows a solid red light or a blinking red light, you may have to do a reset on your two Chime Nodes. Once they're done, there is one of the articles she sent resetting your mesh router.
06:00
Speaker 1
I'm looking right at it, it says, place the child nodes in the same room, about a foot apart as the parent.
07:00
Speaker 2
Oh, or that's that's, that's what it means. Make sure the light is in setup mode. If you a click, that is the, uh, make sure the light is in setup mode. You see that? It's highlighted. It's either solid blue or solid purple. So it means if you click that, it means you will have to uh make sure that your child node slide are solid purple or solid pink, depending on the light behavior. Uh,
07:00
Speaker 1
No, it did. It was a solid, I guess it was it looked like, I thought it was blue, but maybe you're saying it's purple. Um, there there was a solid color. And then, and now I've done it twice cuz you told me to do it again. Both times it would had a solid color, and then it started, it went to red, solid red, then it's blinking red, and it's just blinking red on both of them. So what, what am I supposed to do?
08:00
Speaker 2
"of your child node so if your child node doesn't show a solid purple or solid ping then you will have to do a reset on your child node. [silence] You may not have a properly reset them. Did you follow the? [silence] proper resetting of your child nodes? [silence] On the guidelines on the guidelines you will see the"
08:00
Speaker 1
Yeah, I don't have any instructions about reset. If I press that reset button on the child, so is that what I'm supposed to do now, reset the nodes? This is getting very complicated. I've been, I've spent an hour,
09:00
Speaker 2
And then reset the new child mode. You just need to click on that so that it will redirect you to another page on how to reset your nodes so that you will know the proper resetting of your two child nodes. Because right Yes, you press that link that's why it's highlighted on the guidelines because you can click on that link and you will be directed to another article on how to reset your nodes. and it's because your node is blinking because you said your node is doing blinking. So you will have to do a reset first on your node and get a solid light purple or pink before it.
09:00
Speaker 1
Okay, so I have five articles, but one of them, adding child nodes, that's the one I clicked on and that I'm working from. That doesn't, all right, that doesn't say anything about about pressing a reset button on the child. It says nothing about that. You're saying [silence] All right, so I'm, I'm, I, I,Okay, I pulled the
10:00
Speaker 2
you do the-five press method, because the five press method will not work if your child nodes are not properly reset. Yes. you you there's uh there's something on the guideline, make sure the light is in setup mode, right? You've read that on that guideline. it's telling you that your child node should be in a setup mode and for a child to be in a setup mode, it should be reset first. It's if you read clearly on top of that direction, note that if the light is in any other color, you can reset the node.
10:00
Speaker 1
plug and now that then the child node is solid blue they're both solid blue is that a reset color or are they're solid they're solid blue now they're blinking now they're blinking blue now they're says they went from solid blue and yeah let's talk one at a time so it went solid blue now they're both both the children nodes are blinking blinking blue uh you know blinking blue they're still and now now one of them went red and now it's going blinking blinking red other one is still
11:00
Speaker 2
No, a solid blue means they're already connected and online.
11:00
Speaker 1
solid blue, or what is it blinking? It's hard to say, it's it's blinking blue and now it's red and now it's blinking red. Yeah, it did, it blinked blue and now it then it went now it's blinking red.
12:00
Speaker 2
All right, I will reiterate again, Robert, that once you turn off your node or unplug it, and you turn it, I mean, once you turn off your nodes, turn it back on, or you unplug your node and plug it back, its normal light procedure is to blink blue. [silence] Yeah. So, as I've said, your note was not successfully added to your parent note, because if it was added, the color should show a solid blue or a solid green light.
12:00
Speaker 1
they've been working before. It was not that hard the first time I set this up. I don't know what's going on this time. They're both just blinking red. Reset, meaning that while they're plugged in and blinking red, I press the reset button on the child for hold it, you mean, or hold it in? It's so hard. [silence]
13:00
Speaker 2
yes, so that's why, you need to reset again your child node and then do the 5 press method. yes, as I've mentioned to you on the guidelines I sent to you adding child node, there is a link you can click to reset the nodes so that you will know the proper resetting of your nodes.
13:00
Speaker 1
Yeah, but I'm looking I'm looking at the guidelines it says. It doesn't there's no link there, it says this could take a while, give the devices enough time to respond. If none of the childs are responding, go back to the previous step. It doesn't say anything about depressing any buttons on the child. It's in the setup mode. It was in it was the blue the blinking blue.
14:00
Speaker 2
rightgo back to the previous step and the previous step is that to make sure that you are the light is not in set up mode as i said set up mode is in a solid purple or solid pink light
14:00
Speaker 1
Hold up. I'm sorry. Make sure you have a parent node already set up and online? I do. Parent. Parent node. Yeah, and then it tells me what the definition of a parent node is. It tells me what a definition of a child node is. It has status lights. Then and then it says, place the chart
15:00
Speaker 2
if your child nodes light are still blinking, then they are not in a setup mode. So they will not be properly added to your parent node if the if their light is still blinking. And you have read the instruction. Can you read the first part on before you begin? Okay, that's okay. That's good and on. Okay. Okay. Okay. Okay. Okay. And below that? No below that. So there is a note. Note that if the light is in any other color? Did you see that? [silence]
15:00
Speaker 1
Yeah. Oh. Okay. yes I am. okay. I'll try that.
16:00
Speaker 2
After the status slide... after the stutter, slide, there is a note. Note that if the light is in it. Yes, so you can reset. And then you click on that. That is the link. That is why it's highlighted in blue with an underline. You click on that and when, once you click on that, you will be redirected to a new instructional guide on how to reset your node. And then you read that guidelines and you will know what's the proper way to reset your node. Okay? Are you on the page already? Okay, that's good. So just follow that and once you have reset your two nodes, do the five press method again. All right? All right. Yeah. If it doesn't work, call us back again and we'll check. what is uh it causes why your child it could not be added but I think it's just a proper resetting of your two nodes. okay? You're welcome. Thank you, Robert. Take care.
16:00