V2 Rubric Detail — 5965f9a0-634b-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 15:04
Duration
16m 48s
Contact
Denis Laplante
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication0.00/5
Ownership3.57/5
EscalationN/A
Customer Exp0.00/5
Overall59.1% (+33.1)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through a factory reset and 5-press pairing, confirming the node connected. However, communication failures — including incoherent speech, long silences, lack of empathy, and redundant questioning — severely degraded the customer experience despite technical success.

V1 Case Analysis

Customer reported a child node failing to join mesh with red blinking LED. Agent performed repeated resets and 5-press pairing. Node eventually showed solid green but no connectivity or internet validation was performed. No warranty or model verification completed. Outcome not confirmed.

Troubleshooting Steps
  • Reset child node for ~25 seconds.
  • Performed 5-press pairing on the parent router.
  • Monitored LED changes (purple → red → green).
  • Waited intervals between steps.
Key Observations
  • Agent incorrectly stated that solid green is the normal online LED state for Velop nodes (correct state is solid blue); this is a critical accuracy failure.
  • Agent failed to verify warranty status, model number, or serial number despite customer providing them — a major protocol violation.
  • Call contained long silences, filler phrases, and incoherent statements (e.g., 'makes the largest steak. faster broker', 'Sherry, if Bichon's that'), indicating severe communication breakdown.
  • Agent did not confirm internet or Wi-Fi functionality after 'resolution' — no validation of actual network performance.
  • No case number was created, cited, or updated, and no follow-up mechanism was established beyond 'call back if it fails'.
Positive Highlights
  • Customer provided model and serial number unprompted, which the agent repeated correctly.
  • Agent eventually guided the customer through a 5-press pairing procedure that may have contributed to node stabilization.
  • Agent waited appropriate intervals between steps, allowing time for device response.
Agent Errors / Gaps
  • Incorrectly identified solid green LED as normal online state for Velop (should be solid blue); contradicts Linksys KB.
  • Failed to collect or verify product model, serial number, and warranty status despite customer providing the information.
  • Did not create, cite, or update a HappyFox case — critical protocol failure.
  • Provided no validation of network or internet connectivity after supposed resolution.
  • Gave confusing, nonsensical instructions and filler comments (e.g., 'makes the largest steak. faster broker', 'Sherry, if Bichon's that') that degraded clarity and professionalism.
  • Allowed customer to drive troubleshooting without clear structure or control.
  • Ended call without confirming resolution or setting a concrete next step beyond 'call back if it breaks'.
  • Did not clarify whether the parent node was the correct one or confirm topology (e.g., primary router vs. extender).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms node is 'still green' and says 'Great. Thank you so much' — agent confirms 'successfully connected to the network'.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through factory reset (20-second hold) and 5-press pairing method, appropriate for WHW03/MX series.
R3 Met Correct resolution path conf 90%
Agent pursued correct troubleshooting path (reset + pairing) for a mesh node connection issue, regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified red/purple LED symptom and model, but questions were often incoherent (e.g., 'infrastructure that will flash off?') and flow lacked logic.
T2 Met Appropriate tools / resources used conf 90%
No tools required — issue was physical reset and pairing; agent used correct manual procedures per KB.
T3 Partially Met No misinformation conf 85%
Correct on reset duration and 5-press method, but stated 'solid green is normal' — Linksys nodes use solid blue/purple, not green.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, incoherent prompts (e.g., 'What is the infrastructure that will flash off?'), no clear structure or transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing, non-technical language ('Bleep this note and then put it to broad state') and did not confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed full troubleshooting, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 80%
Agent gave specific wait times (e.g., 'wait two minutes') but did not set post-call expectations or follow-up timeline.
O3 Partially Met Closure confirmation conf 75%
Agent referenced prior case but still asked for model number again, indicating incomplete use of history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed — no acknowledgment of frustration, repeated effort, or appreciation for patience.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone; used robotic, disjointed speech and failed to engage customer effectively.
X3 Not Met Overall experience conf 95%
Customer repeated model number, endured multiple silences, and performed redundant steps due to poor guidance.
Call Transcript25 turns · 28 lines
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.linksys.com. Please have your device serial number ready. For assistance, press 1. Now. For out of warranty products, paid support may be 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. [silence]
00:00
Speaker 1
Hi. My name is Dennis Laplante. And I got a I got some really good help from one of your technicians this weekend or uh last Thursday. And I was able to reconnect but there was one that I wasn't able to and I found out that I was stupid and that the uh the which was turned.
01:00
Speaker 2
Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Uh, Tenus. Uh-huh. Uh-h-h. Yeah, uh, do it again. [silence]
01:00
Speaker 1
turned off underneath the the the the node. So, and now I re, so I found that I plugged it in, but I can't, I, I tried to repeat the same process that she helped me with, but I can't get it to go. So, I was hoping you could help me connect this node. Yes. Is that a service right now? That's correct. Yep. Yeah, it's it's plugged into the wall. And it's the, it has a red, red not not blinking on the top.
02:00
Speaker 2
Oh ok. What is the, um, what is the infrastructure that will, uh, flash off? I see. Why are you using a Maps app? So are you, alright. So I'm speaking with Mr. Dinesh L, La Planta. Alright. So only one node is, um, I mean, only one node are you trying to, um, connect back to the network? Alright. So what's the status of that child node right now, sir? Is it plugged in, needed parent node? What is the current tel number? Per second. So yeah if this is gonna make sense for constant v7 remote editing. Oh if you want. If you want, Mm-hmm. You may sorry, my router?
02:00
Speaker 1
Do you need the model number? No. No it isn't. uh WH505. K, um looks like 20 J as in John one zero. P is in Charlie six. A is an alpha seven two zero seven nine three.
03:00
Speaker 2
uh huh. uh huh. uh huh. Okay. Let me just repeat that one. That's 20 J one zero C six A 720 79 3 .
03:00
Speaker 1
correct. Yeah, I'm it's right here. Yeah. So, what I tried doing is the pressing it for 25 seconds, the reset button under the the child node. And then I pressed the button the reset button five times briefly on the parent node. And I couldn't get it to work and it didn't work. And there was a nice lady who helped me last Thursday with the others. It just that I didn't think this was working, so my dad.
04:00
Speaker 2
All right. And is it placed near the, your earlobes or? [silence] beside the pair of. Can you try to [silence] I see. Okay. Um, just a moment, okay, let me just check here. Everything was okay on there, not physically. [silence]
04:00
Speaker 1
No, I, I have two others that are, that are part of the network. I bought this one from Linksys. I don't know, a few years ago, and then when I was trying to expand because we're having Wi-Fi problems still, I bought the newer model that is serving as the router from Comcast. You know, I have a Comcast router, and and I'm using the larger, um, I can give you the model number to that if you need it. Uhm, no, you should have it in your system.
05:00
Speaker 2
OK. Let me just review your previous case here. So, um, just to verify Sir, is this the only device with the model WHOMO3 that you have right now? Let's wait for the child mode for a maximum waiting time of 7 minutes. The device is on. [silence]
05:00
Speaker 1
This is an MX-4,000. Red. Red.
06:00
Speaker 2
Okay. Yes, sir. All right. Uh-huh. Right now, sir, what's the color of the light indicator showing in your in your child node right now? It's all red. Okay. Um let's try to reset it again until it gives us a purple or red, pinkish red light indicator, which means, um it's like ready for setup. So, let's press the reset button on the the child node, the problematic one for at least 20 seconds. [silence] [silence] [silence] [silence] [silence]
06:00
Speaker 1
Okay. Okay, solid purple. Now, do I do anything to the, this Parent node? Okay. Okay. Yeah, it's purple it's a solid purple. Yeah. [silence] Yeah, it's purple, purple, purple. It's a solid purple. Yeah. [silence] Now, I [silence] [silence]
07:00
Speaker 2
[silence] trying to reach them out there now for it sir. So you can give it some time. It should you should wait for at least two minutes sir. Before you must be lucky. No need sir um let's wait for the the child nod to go on set up mode first before we do anything on the parent node, okay? So uh let's wait for it until it gives us a purple light indicated or a pinkish red light on the child nod. It's a solid purple now. All right, give it let's give it more time. You're right makes the largest steak. faster broker.
07:00
Speaker 1
Yeah. Oh, nope. Got it. And Desmond said, yeah. I'm pressing it now.
08:00
Speaker 2
right sir alright uh... is it still solid purple? okay like a solid red? it wasn't not okay can you perform the reset again on the child node this time uh I'll have the timer just tell me if you'll you have already pressed it so press and hold it. uh... uh now um I want to make sure that oh okay uh [silence] stays polling. Bleep this note and then put it to broad state and rolling if it bleep they have no loops open it and then check for network and insert yep yes sir. All right sir you can now release it. OK now let's wait for two minutes.
08:00
Speaker 1
. . [silence] . [silence] It solid red now. [silence] red, red. [silence] [silence] Right now?
10:00
Speaker 2
okay, so let's try to let's try to perform the five press method on the parent node. So, you'd press the reset button five times within five seconds, not too fast, not too slow, just normal pressing, like, um, yes, sir. alright.
11:00
Speaker 1
the child node is now blinking red
12:00
Speaker 2
all right so let's wait for it. [silence] okay that means um it's now communicating with the parent node. Let's give it some time. the idea is that we just take three and a wreck behind. And they control packets or researchers have actually set the modem as real technical by the end. [silence] any great names. So make that is actually where like on and off. But that's what we're here. That's okay here. You can by the way reopen this app once a device shows like those. So that would be actually. uh from microzone.
12:00
Speaker 1
Okay, it's green. Yeah. No, it just turned red. It's green again.
14:00
Speaker 2
and if you go to okay let's wait until for it until i mean let's wait for at least 30 seconds just make sure that it will remain a solid green light all right that's a normal light pattern give it more time okay uh that's great uh it means it's already connected sure Okay. Let's wait for another 30 seconds. All right. All right. So, Sherry, if Bichon's that – uh still you need uh you you've experienced from the same issue, you can always call us back, so we can try to track other options if you know what you really are going on with your note if it would still continue to disconnect like them. Okay. But, uh, Sivas mentioned earlier. Sorry, go ahead. Uh you can uh update this later on, sir, after our call. Can I have your email? Anything else I can assist you aside from this? Um, if by chance that you are your account is set to automatic update, it will automatically.
14:00
Speaker 1
still green. Great. Thank you so much. You have to take. I'll reset it. If I have a problem, we'll call back, but it looks good now. So that's awesome. Thank you for your help. Bye now.
16:00
Speaker 2
auto the app. However, if it, if it's manual then you need to manually log into the app or to the account and check if they're available doctor. Okay, sir that's good, sir. It's now successfully connected to the network so we can now proceed and relocating the child node. right, sir you're very much well. Do you still need help and relocating it or you can do it yourself? right, true sir no problem. Appreciate your time. right, bye for now. Take care. I guess
16:00