V2 Rubric Detail — 58b465ae-69be-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:02
Duration
33m 5s
Contact
Danielle Gilman
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133658
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical instructions: wrong reset duration and misuse of 5-press method on MX4200 (which has a Pair button per KB), constituting a critical failure under rubric section F (Non-Adherence to Protocol).

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent achieved a successful resolution with all nodes stabilizing on solid blue. However, critical technical inaccuracies—specifically incorrect reset timing and misuse of the 5-press method on a Pair-button model—trigger an auto-zero under protocol violation. Despite effective ownership and communication, the technical errors are severe enough to warrant full deduction under the rubric’s critical failure clause.

V1 Case Analysis

Customer's MX4200 mesh nodes blinked red and dropped connectivity. Agent instructed multiple resets with incorrect timing (2s/20s/1m) and node repositioning. Nodes showed solid blue after steps, but WAN/internet connectivity was not verified. Customer advised to monitor for 24h.

Troubleshooting Steps
  • Collected model and serial number
  • Advised moving child nodes closer to parent
  • Guided through multiple reset attempts with incorrect timing (2s, 20s, 1m)
  • Performed 5-press reset on parent node
Key Observations
  • Agent never verified WAN/internet connectivity or modem status — a critical step per KB for mesh troubleshooting
  • Provided inaccurate reset timing for Velop nodes (2s/20s/1m vs KB's 10-15s)
  • No warranty status collected or support eligibility discussed despite troubleshooting context
  • 5-press reset on parent node was executed correctly (MX4200 has no Pair button)
  • Nodes eventually showed solid blue, but root cause (ISP vs mesh) remains unverified
Positive Highlights
  • Maintained polite and patient tone throughout the call
  • Guided customer step-by-step with clear, actionable instructions
  • Correctly identified need to move child nodes closer to parent for reconnection
  • Properly executed 5-press reset on parent node (valid for MX4200)
  • Confirmed all nodes displayed solid blue before concluding the call
Agent Errors / Gaps
  • Provided incorrect reset timing for Velop nodes — contradicts KB guidance requiring ~10-15 seconds for factory reset
  • Skipped essential WAN/modem test step from standard troubleshooting flow
  • Failed to verify internet connectivity or firmware status after troubleshooting
  • Did not collect warranty status or confirm support eligibility
  • No valid escalation path or concrete next steps beyond 'monitor for 24 hours'

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
All three nodes eventually showed solid blue lights with no red blinking, and the customer confirmed stable status before relocating them, indicating full restoration of mesh connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed resets and repositioning but skipped foundational steps like checking WAN cable integrity, testing modem directly, or verifying signal strength—core steps in KB velop_wifi_connectivity.md Step 2.
R3 Met Correct resolution path conf 93%
Agent pursued standard troubleshooting for mesh instability without inappropriately invoking warranty or escalation, aligning with best-effort support expectations regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 78%
Agent identified blinking red on child nodes and inferred a failed firmware update, but did not verify WAN connection, perform speed test, or check logs—missing key diagnostic steps to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 91%
Agent did not use available tools: failed to ask customer to check router dashboard for node status, firmware version, or logs; skipped speed test; and ignored built-in diagnostics despite customer having admin access.
T3 Not Met No misinformation conf 96%
Agent instructed holding reset for '2 seconds', then '20 seconds', then '1 minute'—contradicting KB universal_factory_reset.md which specifies 10–20 seconds or until LED flash-off sequence; also misapplied 5-press method on MX4200, which uses Pair button (per universal_5press_models.md).
Communication
C1 Partially Met Clear & professional language conf 75%
Agent provided some direction but lacked initial framing, had long unexplained silences, and failed to set clear expectations for timing or outcome, reducing call control.
C2 Met Confirmed understanding conf 88%
Agent used accessible language, repeated instructions clearly, and avoided technical jargon, adapting well to customer’s communication style.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all troubleshooting steps, and did not transfer or disengage prematurely.
O2 Met Proactive follow-through conf 95%
Issue was resolved during the call with no pending follow-up; agent confirmed resolution and closed appropriately.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was resolved in-band.
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 72%
Agent thanked customer for patience but did not acknowledge the emotional impact of repeated disconnections affecting work, missing a key empathy opportunity.
X2 Met Tone & rapport conf 86%
Agent maintained a calm, respectful tone, matched customer’s pace, and kept engagement despite delays and movement between floors.
X3 Partially Met Overall experience conf 74%
Agent asked for serial number twice and gave inconsistent reset durations (2s, 20s, 1m), increasing customer effort despite eventual success.
Call Transcript37 turns · 49 lines
Speaker 2
Welcome to links. It 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.linicsis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your devices 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] Thank you for calling. This is, my name is Gerald Ucanel. Yes. [silence]
00:00
Speaker 1
System, this is MX 4200. Okay. It's a mesh of three nodes, right? So, what is currently going on is that the only unit that it always stayed on a solid blue light is the one that is connected to the modem, right? The house have a cable modem. The main unit is connected to that modem. And then the houses have several floors. And then one unit is in one of the middle floors and the other unit is on the bottom. Right? So. It used to be like, when there was an outage, I mean they would flash and they would do their changing color stuff, right? But they eventually will be, all of them, stay on a blue light, right? What is currently happening is that only the node that is connected to the modem is the one that is keeping the steady blue light. The other ones are constantly either trying to communicate with themselves or you know, we don't know what it's doing. I'm currently logging into the main unit and what I can see on the interface of the device list, right? Is the main one that says it's always online, but the other ones flash offline and online very frequently. Okay. So they are NOT all the time online. And um the problem with that is that sometimes um he is working on projects down in the kitchen and then he loses internet. Wi-Fi to the phone or Wi-Fi to the iPad when he's working and that interrupt her works and then she is really upset. So we want to find out if there is a fix for this. And if you can help us out to figure out what the problem is. Okay. Which one you want? The main one, I I'm close, I have I have to go up and down on on the house to give you all the serial numbers. You need all of them or you just need one? Actually, I took pictures. Yeah, okay. I I just took
01:00
Speaker 2
Okay. can you give me the serial number and model number of that? I I got the model number. That's real number. just one for now.
03:00
Speaker 1
Okay hold on. Let me uh give you because all the pictures have a serial numbers right? Uh the unit I have several times been um turned off and on like we have gone through all the rules. I mean like the molding is being rebooted. Um you know we have turned on the main unit just once and then turn the other units one by one. All those possible scenarios being already tested. You want we can go through then again. I I can tell you that is that all that is already been down right? Okay. Let me see this 774. Okay, this is the main unit. serial number are you ready? Yeah. Number three, number eight. [silence] U as in Universe, number one, number zero, M as in Meredith, number five, B as in Boy, B as in Boy. Number zero, number seven, number seven, 44. [silence] After the what? The BB. Yeah. Yeah, after the last letter, 07744. I have the other units if you want them. [silence] They are all the same model, okay? We we bought them as a package, you know.
04:00
Speaker 2
One more time. So after the B-B ... B, what's the number? after the B. Yeah. Yeah. All right. This is fine for now. That's okay. One sec.
05:00
Speaker 1
[KEEP_UNCERTAIN] But the phone is paid on why that's not the one. Okay the the account The account is on Daniel Gilman. D. N E. I E L L E, right? Yeah. Two L's, okay? Gilman is G I L M A N I think. [silence]
06:00
Speaker 2
What's your first name and last name, you said Red Diego, right?
06:00
Speaker 1
Yeah. Gilman, G-I-L-M-A-N. as I said, like, if it's a phone, usually, when I'm further away, it's when it's in the kitchen that it goes off, so. Yeah, yeah. does that apply to you when it stayed online? I don't know. now it's offline. oh, no, it's online still online. uh, the email address is D Gilman nine five seven. 957. D Gilman like Diaz and David Gilman her last name, right? number nine, number five, number seven at AOL.com.
07:00
Speaker 2
What is the email address? You're breaking up. What did you say? A place to go. films. To show movies. Address points. phone number to operate house. Yes. It's already in here.
07:00
Speaker 1
Spectrum, right? Yeah. The signal is really like the speed is good for downloads, not great for uploads, but it's very good for downloads, is it over 600, okay. [silence] If you want and have the tools, you can send a session and and you can there is a laptop that is connected to the network now and it's right on the actual main Unisage, you know, page where all the configurations and stuff is.
08:00
Speaker 2
Who is the Internet provider? I think it. Okay.
08:00
Speaker 1
And if I'm sorry? The extended now is blinking between a light blue and a deeper blue, right? The one that I'm you want me to turn it off? Uh, yeah, hold on. I can do that by the switch or unplugging it, which way you want me to do it? Okay. So, uh, I'm going to do that. Um, to do that, I, I have because they are on different floors, I have to move them closer, but I mean, close.
09:00
Speaker 2
it's okay we can't deal remote access so what's the light of the extender node what is the life at the extender node did you turn it off and on just now so get it to to extender node move it closer to where the main node is located plug it into power and they should be three feet away from the main.
09:00
Speaker 1
or I have to go up, right? I'm going to have to go upstairs, right? so bear with me. we will do that. Okay. I'm going to turn both of them off and I'm going to move them very close to the main node, right? that's what you asked me. Dad, I understood you right. Okay. I got it. take this one. Let me get the other one. hold on. Thank you for your time. Yeah, we are carrying one note of all the way to the fourth floor. Okay, hold on. There we go. I'm disconnecting them. I'm disconnecting the other one. So any of the equipment is still entering? Yeah. I'm sorry. [silence] you won't do that now are we?
10:00
Speaker 2
All right. Sure. Mm-hmm. Right. Right. Yeah, that's right. That's right. Okay. [silence] [silence] [silence]
10:00
Speaker 1
Okay, we are upstairs. And they are going to be almost inches from each other, right? Okay, that won't need to then. I think the software says that they are on the same revision. It's not like, I that's what I was thinking, that maybe there was an update that it was not done and that it was missing, but they are all on the same firmware revision. Okay, they are. Of course, they are now rebooting probably. [Silence] The main unit is solid blue. And um, one of the other units that we moved was just, right now it's blinking red. The other is now blinking red as well. And the main one is still blue, but that was not powered off, right? Ah. now I have a solid, crisp blue. Uh, the only colors I've guessed in this unit are, two shades of blue and red. I've never seen any other colors in this one. Okay. The, the page or where I can see the devices. The only one that always stays online is the one that is labeled as router. That's the one that is connected to the actual modem. But, um, sometimes they are, the other, the other two ones alternate between blue and red, always. depending on their connection status. on offline and online, you know. They're blinking red. right now. And then there is this. This is the color I like is that light blue. You know it's not the deep blue, but the light blue. That's when the system was working. right all of them were on that light blue light color. Now we have two units of that light blue color and then one that is blinking red. and the other one the one that is blinking red is the one that ends on seven one three three seven. or no that's no, sorry. All of the units have that long long long
11:00
Speaker 2
the one that's blinking red?
14:00
Speaker 1
serial number that I give you okay this one okay well this is blue now but this is that the problem that they can't they can't on switching color lights you know it's like a Christmas light but they don't stay on a solid blue light the main unit is blue and the other dudes are red right now I'm sorry what do you want me to do okay how many seconds each [silence]
15:00
Speaker 2
[silence] What's the light now? All of them. [silence] Those red node, press the reset button of those, hold it down 2 seconds each. Reset the extender node, press the reset button, hold it down for 20 seconds each. Extender node. 20 seconds.
15:00
Speaker 1
Okay, one is done. [silence] and the other is done. I reset both of the extender in. Okay? Okay. [silence] They change color. Okay. between purple and red.
16:00
Speaker 2
The one that's red. [silence] Alright, let's wait till it showed a solid purple light. [silence]
16:00
Speaker 1
they are now blinking both of them. Red. Now one of them went on to solid light blue, but the other one is still blinking. Red. The one that was on the solid light blue is now on a deeper blue that is, you can say like a purple, but I don't know, for me sometimes looks purple, sometimes like Navy blue. They are both of them Navy blue, and then that one It looks like a little off. I don't know. Uh don't refresh the browser, but uh I think that the standard unit Bozat and are offline. I think. Yeah. Bozat and are red. Blinking, blinking, not steady red. Blinking red, yeah. Okay, for a longer time? Yeah, no problem, hold on.
17:00
Speaker 2
So what's the status now? Don't worry about that. I'll walk you through what to do. Yes, for now, hm. What's the light? Red. blinking red still. It's blinking red. Hmm. Okay. Press again the reset button, hold it down for a minute this time. Yes.
18:00
Speaker 1
first unit done okay I'm going to refresh the other unit Okay, second unit done. Now I've got a color that I didn't see before, right? Oh. Yeah. Okay, this is the
19:00
Speaker 2
So the two extended note. Let me confirm just real quick. So. The light of those extenders node are now solid purple, right? release. Do it like that, five times. On the main node, reset button. Do not do it on the extender node, but on the main node. All right, cool.
21:00
Speaker 1
the other one changing out also to the red. So it looks like they are talking two each other, right? Okay. But uh, okay. Yeah, I get it. So, uh, wow. I doubt you have other customers that are, they follow the instructions to the T and they are patient. Thank you for your time.
24:00
Speaker 2
all right okay it may take uh three to five minutes so I'm gonna set a timer right here and we're gonna wait three to five minutes I'll let you know when the timer is up you can also tell me if that's turned solid blue for expecting that to be solid blue uh it's okay you're good you're good you're very welcome oh [silence] installing
24:00
Speaker 1
speak, um, where are you your cold center? What is it? Oh, oh, Lindsay's there all over the all over the planet or all over the u.s now. Yeah, yeah, yeah. Where you physically located? You're in the Philippines. is your English is very good. Trust me. You don't want to get a heavy Indian accent sometimes. Okay, so I'm very glad that we got you. We're waiting.
25:00
Speaker 2
well waiting you can take your time grab water coffee maybe it's up to you right here this is Linksys yeah yeah oh you're asking where am I located or where's where's this located basically located I'm located in the Philippines thank you so much for that I'll take that as a compliment um right so again you can take your time right here oh thank you
25:00
Speaker 1
We have to wait for something to happen. But it's really involved. I mean, what happened? So the mesh broke? I mean, the connectivity between the nodes just got broken. Okay, I get it. So yeah, that's what I was thinking. That's what I was thinking too. And that's what I told her. That I thought that an update was in the middle that was not completed. So I think that all of the units are now solid blue.
26:00
Speaker 2
That net, I'm not really sure, but probably what happened is that when it tried to update the firmware, it stopped midway, so maybe it interrupted the update, that's why it's blinking red. We'll have to reset it, reconnect it back, and after that, it should be working fine. But we still gonna need to observe that for the next 24 hour. Right.
26:00
Speaker 1
yeah yeah the three of them okay hold on one of they're one of one of them is blinking but they're blinking blue okay Yes. No, but they're they're solid light blue. Okay. Let me show it because, you know, there's too much sunlight here. Yeah. The three of the three units are solid light blue right now, so it's safe to disconnect and placing on the the locations they go to. Okay. Let's do that. Okay. Hold on.
27:00
Speaker 2
all of them all right perfect well, if that's the case, you can move it back to where they were before I'll be right here, um, each will take five minutes 35, huh okay if they're setting up all right yeah, uh, should be safe now we can put it back the way to work mm to that
27:00
Speaker 1
[DOWNWEIGHT] I think we might be okay. The bottom one is light blue right now. Okay. Yeah, we wet, we wet a little bit, right? Yeah, I agree. Thank you for your time. You're very patient, man. This one is blinking red. Okay, the one in the middle is bringing the red. Okay. one in the middle was, oh, this one is also blinking red now. So you know what happened? Probably they are re meshing. Right? They are talking to each other. Yeah. this one's red again. Yeah, he says that we have to wait three to four, five minutes, okay? Okay. Now this is a beautiful light blue. How about yours? Ooh, like now it's red in many minute. No, no. Daniel, we get into a point where we were not, trust me. There is good going.
29:00
Speaker 2
right
30:00
Speaker 1
I'm confident, but you did a great job. And I thank you very much for your time. This one, downstairs. That is the one that is critical is light blue solid, okay? Not blinking, okay? Uh, I expected the one, the critical one is solid light blue, okay? And the one in the middle is solid dye blue. Uh-huh. She's safe for now. She's so skeptical. You said she's been living with this? Okay. You said she's been living with it. No, I I know you did it, okay? I'm pretty sure. I'm confident. Yeah. Everything looks fine, man, okay? I think I I remember the procedure that you asked me to follow. I will remember very well, okay? I I So if it happen again, that I hope
31:00
Speaker 2
Right, great to hear. Uh, so all of them now solid blue. No red light showing. No more. All right. Mm. All right, cool. [silence] Mmm. For sure you can you can. I believe you can do that. I would really appreciate that and thank you so much for your patience and cooperation with this one. Is there anything you want to ask? I'm sorry. you can ask a question? What was that? For sure. It will be sent to your email. You can check that one. It's it's automatic by the way, so I have no control with that. Probably going to take 24 uh All right, you're pretty much welcome.
31:00