V2 Rubric Detail — 58c8474c-7eca-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:51
Duration
43m 34s
Contact
+447901943154
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00136878
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX42CF_Child node losses connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall90.4% (+22.4)

V2 Grader Summary

The agent correctly identified the flashing‑red child node issue and guided the customer through reset, Ethernet unplugging, and a 5‑press pairing on the parent, getting the node to solid blue. The problem re‑occurred intermittently, and while the agent gave immediate next steps, no firm follow‑up was set, resulting in a partial resolution.

V1 Case Analysis

Child mesh node flashing red; performed factory reset and 5-press pairing. Node intermittently connected (solid blue) but reverted to flashing red. Advised repositioning due to thick walls and cabinet obstruction. LED guidance aligned with KB; minor terminology confusion (solid purple referred to as 'pink'). No model/serial collected.

Troubleshooting Steps
  • Collected basic contact information.
  • Instructed customer to perform a factory reset of the child node (hold reset button until LED off, wait for solid blue).
  • Performed 5-press pairing on the parent node to initiate discovery.
  • Observed LED changes and explained meanings (solid blue = connected, flashing red = backhaul loss, yellow = weak signal).
  • Advised repositioning the child node to improve signal strength and avoid obstructions.
Key Observations
  • Agent did not obtain the device model or serial number, limiting future reference.
  • Agent correctly followed KB procedures for factory reset and 5-press pairing on Velop mesh nodes.
  • Agent accurately explained LED states (solid blue = connected, flashing red = backhaul loss, yellow = weak signal) per KB guidance.
  • Agent incorrectly referred to solid purple LED as 'pink' (transcript [25:00]), but this did not affect troubleshooting accuracy.
  • Customer reported the node turned purple after reset (indicating setup mode), but agent did not explicitly confirm this state before proceeding with pairing.
  • Extended hold time (~6 minutes) without clear communication may have caused customer frustration.
Positive Highlights
  • Collected essential contact information and created a ticket.
  • Provided correct factory reset and 5-press pairing instructions consistent with Linksys KB for Velop mesh systems.
  • Explained LED meanings clearly, especially the significance of yellow indicating weak signal (aligned with KB).
  • Advised repositioning to address signal interference, a common cause of mesh connectivity issues.
  • Maintained a positive and empathetic tone throughout the call.
Agent Errors / Gaps
  • Failed to ask for or record the product model/serial number.
  • Misidentified solid purple LED as 'pink', though this did not materially impact troubleshooting.
  • Extended hold time without keeping the customer informed of progress.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Child node achieved solid blue temporarily but reverted to flashing red after relocation; agent did not confirm lasting resolution or offer further corrective steps beyond observation.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through factory reset of child node, unplugged interfering Ethernet, performed 5-press on parent, and monitored LED feedback — logical, sequential troubleshooting aligned with KB.
R3 Met Correct resolution path conf 90%
Agent pursued standard best-effort troubleshooting for mesh connectivity (reset, re-pair, placement advice), appropriate for any consumer mesh system regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (flashing red child), asked about distance, cables, prior resets, and placement; diagnosed weak signal due to obstruction and confirmed via LED behavior.
T2 Met Appropriate tools / resources used conf 90%
No remote tools available or required; agent correctly relied on physical reset, LED observation, and 5-press method — appropriate for this hardware-level pairing issue.
T3 Met No misinformation conf 95%
Agent correctly used the 5-press method on the parent router and identified the yellow LED as a weak signal indicator, both of which are supported by the Intelligent Mesh and Velop KB references.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations, placed the call on hold while checking, and kept the conversation focused on troubleshooting steps.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated steps when needed, and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps without transfer, and stayed on the line through extended wait periods.
O2 Partially Met Proactive follow-through conf 80%
Agent gave immediate next steps (wait 3‑5 min, observe LED, relocate node) but did not set a concrete follow‑up or callback timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent thanked the customer for waiting, used polite language, and expressed appreciation for the customer's patience.
X2 Met Tone & rapport conf 85%
Agent matched the customer's pace, used calm tone, and responded to the customer's confusion about LED colors.
X3 Met Overall experience conf 85%
Agent performed most actions on the customer's behalf (reset, hold, 5‑press) and avoided unnecessary repetition of information.
Call Transcript44 turns · 51 lines
Speaker 1
Thank you. Um, Um since Cops have run a new trap. Oh family, family, family, So interviewed- I just pay it. I want to do it. I'm how many times. And then we got it. Just play it. wonderful piece of Etsie in there though. yeah it's last Coke. hiya. Yeah. I was onto cuckoo fibre and
06:00
Speaker 2
Um, hi, thank you for calling sis. My name is Clark, how can I help you?
09:00
Speaker 1
But the master won't to the slave won't connect to the master. Or the parent of the child. Whichever way it's called now, I'm not sure. Um, and I don't know how what to do, how to fix it. The child won't connect to the master now to the parent. I we've got the one master and the one child in the front living room. Totally two, yes.
10:00
Speaker 2
mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm mhm why oh oh um what is the reason why um you're calling sir one if the child is connecting to the master now is that correct how many nodes I see how many nodes do you have like total all in all okay so total of two is that correct okay all right and the child is it already connected oh
10:00
Speaker 1
No, the master is showing the blue light. The child is is red. Flashing red. Flashing red. Yes. Yeah, that's fine. Yes, David Bridger. Yeah, oh 790. [silence]
11:00
Speaker 2
And showing a solid blue light. Yeah. flashing red. Okay, got it. So you're calling in order for us to make sure that the child will able to connect to the parent nodes connection or master nodes connection. Is that right? Okay. All right. Uh, we can definitely or I can definitely assist you on connecting the child, uh, to the master nodes connection. However, I need to gather some information first in order for me, to create a ticket on our system. Will that be okay? All right. Can I have your first and last name, please? All right. Could I, could you please also, um, provide to me your phone number?
11:00
Speaker 1
[silence] So on 194-3154. That is correct. That's correct. [silence] Yeah, no problem. I'd like to hear. [silence] it's bridgedavid8@gmail.com. uh, uh, yeah, uh, I'll, I'll help you. It's in the other room. Hold on. Right, hold on. Oh, it's a big flashing red one. right serial number and a female voice in the background response reads I'm afraid I can't do that Dave
12:00
Speaker 2
George for George okay all right got it thank you all right thank you so much for that all right since already have all right so since already have your personal information then I'll be asking now for the information of your links is routed can I have the serial number of the child node please take your time [KEEP_UNCERTAIN] All right. Uh-huh. That's right. All right. All right. Uh-huh. Uh-huh. Uh-huh. All right. Got it. Thank you so much for that. And then, may I know or may I ask who's your internet service provider? It's
13:00
Speaker 1
Yeah. Where's what? Sorry. It's... Yes, yes. It's the same thing. It's all done before I got here. So I've got the parent in the back lounge and the child, or the booster, whatever you want to call it, in the front lounge. They were working fine, and suddenly that one stopped. Yeah, they were working, and now suddenly they've just... That one, the child one, has stopped. But it just needs, uh, our landlord, he can
15:00
Speaker 2
Is it alright. All right. And the main links this router that you have or the master node, um, where did you get this? Um, where'd you got this? The parent node or the master node? Did your internet service provider, provided it to you? Okay. Got it. Thank you. And this one, the, the child node, where'd you got this? Mm-hmm. Okay. All right. I see. They're working fine before. Is that right? I see.
15:00
Speaker 1
He can read his solar panels all out of the roof himself because it's not talking to his solar panel equipment and stuff, he can't see anything although I've got Internet and everything in here, but he can't read it because it obviously goes through that child node or your slave or child, whatever you call it. I don't know. [silence] For some reason, it needs his stuff through that, but now he can't see anything about how much money he's making off the sunshine that we're having. Um, probably probably about 30, 40 feet maybe, but I just put it up when I tried to connect it like the other day, I actually brought it in here. It says, unplug them, put them both together, put one.
16:00
Speaker 2
Uh huh. Uh huh. Yeah, that's right. So, uh-huh. Uh-huh. I see. Uh, may I ask how far is the child node to the master node. Okay, got it. Uh-huh.
16:00
Speaker 1
on then press, blah blah blah. And I did all that and they were sat next to each other, so basically on top of each other and still wouldn't talk to it. Yeah, I pressed we tried to do the reset thing but that didn't work. And then we did the WPS thing to try and see if they just talk to each other, but they didn't do that either. [silence] Well, unplug it and bring it in here. [silence] Okay. [silence] Does it matter that there's another cable attached to it?
17:00
Speaker 2
Okay. So did you reset the node? I mean, the color. All right. I see. Got it. Thank you so much for that. So here's something that we need to do right now. What we need to do is we might need to do like a reset on the child node and we will gonna add it back to the network. Okay? So in order for us to do that, we might need to bring the child node closer or setting it next to the master node. Can we do that? Yes, that's right.
17:00
Speaker 1
Like it, it's like, must be like, is it, is it like a Ethernet cable or something? I don't know. I don't know. It goes into the wall and I haven't got a bloody scooby where why it's plugged into that or what, or whether that's something that's affecting it, I don't know. Yep, let me just find the extension lead that I had and she's just stolen it cuz she's tidied up today. And so now my extension lead has disappeared. Brilliant. Well done. Well done wife. She's just gone out and said, yeah, hang on. I just need to go and find what she's done with my extension.
18:00
Speaker 2
and an Ethernet cable. Ethernet cable. May I ask where is that Ethernet cable came from? Okay. I see. All right. Alright, so that's where we can find, uh, found out the, let's unplug it first, disconnect the cable, and bring it closer to the master node. Can we do that? [silence] alright, just take it, Tom. [silence]
18:00
Speaker 1
need to get into the other room. Ah, right, found it. Right, I just need to get the other plugged in and then I can plug the other one in. Hold on just a second. Sorry, be a bit of a hiding. You still there? Oh, it's all good. Thought you'd run away. Most other people do, don't worry about that. Get the extension Get the extension lead. Hang on, I've got to, there you go. Unplug the other one. Bring it in here. Right? Give me... Give me two seconds, I'll be with you.
19:00
Speaker 2
I'm to the here. I won't do that, sure, take your time. that's right, that's right, yes, that's right,
19:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] friend i help a friend out a garage that i work at and um he uh all the cars now everything is electronic you know every single thing just ridiculous you know they service a car they service a car they have to tell the car that it's been serviced you know ridiculous oh scary you might you might start doing airplanes you're going is there really nobody flying this plane at least oh scary scary man
21:00
Speaker 2
That's right, that's right. Yeah, that's right, that's right. but though technology cannot still come like beat the mind of the human, because without the mind of the human, AI and robots will not be invented, right? All right, so the child node, it's still facing: looks comm went back. it little child node is it still facing the red light. Okay. So, what we need to do right now, on this one, we might need to do like a reset one, that and then once it's reset, we are going to add it back to the network of the master node. Okay. All right. So,
23:00
Speaker 1
Today, so press the button, right? I'm pressing it now. Yeah. I've got my finger on it, finger on it. There's no gonna finger on it. It was flashing red, now it's gone out. Nothing. Ah, it's gone blue. It's flashing blue. Let go. Let go of it. It's flashing blue.
24:00
Speaker 2
what you need what you need to do is at the bottom of the child you need to press and hold the reset button and then once the light flashes red to no light at all, wait for a solid blue wait for a blue light and then let go of the button right away okay? wait for the blue, let go let go of the button [silence]
24:00
Speaker 1
It's flashing blue, Dread blue. you want me to let go? All right. I've let go. Now it's flashing. Yeah, no worries, I'm not going anywhere. I'm busy staring at a flashing light. That's quite all right. At least somebody's talking to me and trying to help me. It's gone purple now. It's only purple, yeah.
25:00
Speaker 2
Yes, please. And we'll wait until it's solid pink or purple, and just let me know, okay? Okay. All right, thank you so much. All right. Mmm. Solid one? Solid purple? Okay. All right. Um, just give me a moment, all right? Just give me a sec.
25:00
Speaker 1
Right on the, okay ready. Okay one two three four five Now it's gone white on that one. Oh, the purple ones flashing a bit now on the baby. Oh, the main one's gone, the main one's gone blue again and the baby one's gone red and flashing
27:00
Speaker 2
alright, so, what you need to do right now, sir David is uh what uh you need to press the reset button of the primary node five times consecutively, not too fast, not too slow. You just need to press it five times, like one, two, three, four, five, and that's it on the master node. Okay? alright? And then we'll wait until the child node responds to it and try to observe. Okay? Okay. So, Mm-hmm.
27:00
Speaker 1
Okay. I'll just wait or what do I want. Okay. Yeah. Yeah. Yeah, that's fine. I'll be waiting for you. Don't worry about that. No worries. No worries. Thank you.
28:00
Speaker 2
Okay, so the child node is now responding on the method that we just did in order for it to reconnect back to the network. So we'll just wait for about like three to five minutes until it turns solid blue and that means it's connected back to the network. Okay? Okay. All right. All right, so we'll just wait for three to five minutes. And then while waiting, I'll be putting oh, show this call on hold for three to five minutes. I'll just need to check something here in my end. I'll be right back after five minutes. Alright, sir, David. All right, thank you so much. Stay on the line. Thank you. [silence]
28:00
Speaker 1
That's all right. That's all right. It's turned blue. It's turned blue. Yes. It's only blue. It's only blue. Yes. Yes. The child has turned blue. [silence]
34:00
Speaker 2
All right. So, David, thank you so much for patiently waiting on the other line. Hello. Solid blue? The child. Is that right? All right, great. That means it's already connected wirelessly from the master node. So, let's go ahead and unplug it and relocate it back to its original position, but do not connect first the ethernet cable. Just leave it connected without the cable first, okay? That's fine, since we just relocated back to it's primary position. So we'll just really need to wait, and again, a couple of minutes until it turn back to like a solid blue light, okay? All right. All right then. How is it by the way through the day? Wow has a day. All right. From actually from ostr I'm from the Philippines. Was the Philippine?
34:00
Speaker 1
okay, cool. Cool. Oh, we got, we got solid blue. Oh, no, no, it's gone red again. It's gone red again. Oh, it's gone blue again. And we've been to, no, I haven't been to the Philippines actually. I knew a couple of people that come from the Philippines, but um, I've not, I'd love to go there, it's supposed to be really beautiful. We got solid, solid blue now.
37:00
Speaker 2
All right. Okay. All right. All right. Mhm. Just wait for that? Have you been here? Yeah, I think it's okay. Should come. Should come. Soon. Later. All right. Go ahead, thank you so much for that. I think it's already connected wirelessly. So, we might need, on this one, we will not connect the cable, because it might interrupt, you know, the connecting cable wirelessly. So.
37:00
Speaker 1
[KEEP_UNCERTAIN] Oh. We. We've gone red again now. [silence] flashing. [silence] Yeah, no problem. What does that do? What does that mean when it's flashing red? Is it trying to find its host sort of thing? Or. We've gone blue. [silence] We've gone blue. We've gone blue again now. [silence] Ah, right, okay. [silence]
38:00
Speaker 2
interfere the connection and it will also probably the reason why it will lose its connection. flashing solid. okay. We'll just wait and for a couple of minutes then. okay. Yup. Yep. That's right. That's right. it will will look for a um better signal or better connection. okay. Okay. So um it's looking for a better signal, better connection, or it might be changing a different um channel in order for it to get a stable connection. But solid blue blue means it's connected. So in this one, it's solid blue, it means it's already connected. So what you just really need to do, observe your connection. Uh, you just need to look uh or you need
38:00
Speaker 1
Okay, yes. Right okay. The only thing, just for a few weeks now, this one in here, the child has been yellow. What what does that mean? [silence]
39:00
Speaker 2
[silence] I'm going to just make sure wireless uh device that is close to these tile note able to reconnect to the connection and and if it is then we're all set okay? [silence] the yellow means it's getting like a weak signal. So that's probably why it's also losing a connection. So temporarily what you just need to do is um the light turn back uh if the light will turn to like a yellow uh in a couple of weeks from now so you you just what you just need to do in order for it to take like a solid blue again, you need to move it a little bit closer from the tree node uh because the recommend it's distance from
39:00
Speaker 1
Okay, yeah. Well, it's not- it's not that far, I'll be honest. And it was working perfectly fine, you know what I mean? So, the thing is, this is quite a, like, an old built house, if you know what I mean, in England. And so, the brickwork- the brickwork is very thick, you know. New houses- new houses are a lot thinner as paper, aren't they? But unfortunately, old houses have very, very thick walls and stuff, you know. So,
40:00
Speaker 2
The recommended distance from the peer node to a location in order for the child node to get a good good signal or connection, it should be within 25 to 30 ft. Oh, okay. Oh, I see. Yeah, that's also we also need to consider that one, sir David because thick walls might also um, one of the reason why the child node might be getting like a weak signal because of the interference within these thick walls.
40:00
Speaker 1
Oh, right. OK. Yeah. So I might have to move this then to, yeah. I might have to move it a bit because it's it's sort of behind - not behind, but it's next to a cabinet in the in the front lounge and that the master's in the back lounge. So, yeah, there's probably, yeah. That cabinet probably blocks it all, doesn't it? So maybe I should, I'll move it because it's the other side of it, so it's it's got a clear route through to picking up the...
41:00
Speaker 2
uh they block uh this also one of the occasions that it's blocking the signal from the parent uh uh down to the child node, so we need to move it a little bit closer in order for it to uh get it in order for the child node to get a good signal. and and also we need to make sure that the placement of the child node could be in an open space area. it should not be blocked by anything like a cabinet or something. it should be uh.
41:00
Speaker 1
Oh, okay. Now that's, that's cool. You've been really, really helpful, to be honest, because, you know, nobody's told me this before, right? It's yellow. It just means it's got a weak signal. No one's said anything, you know. It's it's really difficult to get hold of somebody that's actually talked some sense, you know. So.
42:00
Speaker 2
That's right, so we just need to do, um, is just observe the connection first or the placement of the snow especially of this child node if it will turn to like a solid yellow move it and you can play around the position because you don't need to worry anymore because it's already connected to the network, so even though you're going to place it anywhere or any position at your house, it's ready connected to the network, it will turn to solid blue eventually. Okay? All right. All right. Good. Sir. You're very much welcome for that, and I believe we're all good now at this point, so what you just need to do is just observe the connection and again, if that scenario will appear.
42:00
Speaker 1
You're an absolute star. Thank you so much. I've got your number now, trust me on that one. Thank you so much. Thank you. Bye-bye.
43:00
Speaker 2
Here again. Just move or play around with the position of the child nodes. Okay? OK? There you go. All right, thank you so much.
43:00