V2 Rubric Detail — 5b59134c-7f01-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 21:25
Duration
33m 37s
Contact
619-890-3621
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00107774
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping wireless connection for 1 child node
⚠ 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

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall84.0% (+28.0)

V2 Grader Summary

The agent conducted thorough, KB-aligned troubleshooting including reset, 5-press, signal check, and node swap to isolate a recurring hardware issue. A ticket was created and a clear observation period advised. However, no permanent fix was achieved, and empathy was limited. Escalation was not yet warranted as diagnostic steps were still in progress. The outcome is a partial resolution with ownership maintained.

V1 Case Analysis

Node intermittently flashing red/blue and disconnecting. Performed node reset, 5-press on parent, swapped node locations. Node now solid blue. Ticket LTS0010777 created. Warranty 3 years from Aug 2024. Advise monitoring for 24–48 h; replace under warranty if issue recurs.

Troubleshooting Steps
  • Reset the problematic node (hold reset until LED off).
  • Performed 5-press pairing on the parent node.
  • Swapped the problematic node with another child node to test signal strength.
  • Checked signal strength readings in the app.
Key Observations
  • Agent did not ask for or record the specific Velop model number, a protocol gap for troubleshooting and warranty tracking.
  • Agent correctly used the 5-press method and signal-strength thresholds per KB guidance.
  • Ticket number was communicated but the spelling was unclear, requiring customer repetition and correction.
  • Agent did not confirm whether the customer could access the app or web UI before relying on signal strength data.
  • Customer explicitly stated this was a recurring issue previously resolved temporarily, but agent did not escalate or suggest hardware fault despite pattern.
Positive Highlights
  • Accurately guided the customer through node reset and 5-press pairing per KB procedures.
  • Correctly interpreted LED states (solid purple, solid blue) and used signal strength thresholds (-70 dBm) to assess node health.
  • Provided a concrete next-step (monitoring period) and warranty information.
  • Created a ticket and documented the issue for future reference.
  • Used node swapping technique to isolate location vs. hardware issue, aligning with best practices in universal_mesh_full_rebuild.md.
Agent Errors / Gaps
  • Missing model number collection (protocol gap).
  • Unclear articulation of the ticket number, leading to confusion and repetition.
  • Did not escalate to hardware fault despite customer confirming a recurring pattern of failure after temporary fixes.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Customer explicitly states the node fails again after 1–2 months; agent only achieved temporary solid blue connection, not a permanent fix.
R2 Met Diagnostic thoroughness conf 98%
Agent guided reset, 5-press pairing, signal strength check via app, and node location swap — all appropriate, logically sequenced steps per KB for intermittent node disconnection.
R3 Met Correct resolution path conf 94%
Agent diagnosed location vs. hardware issue, advised node swap, created ticket, and informed customer of 3-year warranty — best-effort troubleshooting with clear path forward.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified blinking red/blue as disconnection, used reset and 5-press to re-pair, checked dBm via app, and proposed controlled test (node swap) — logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 95%
Agent used customer’s app data (dBm reading) and directed physical actions (reset, 5-press, node swap) — correct tools for hardware/coverage issue where remote access wasn’t possible.
T3 Met No misinformation conf 96%
All instructions (reset duration, 5-press on parent, solid purple meaning, 3-year warranty) align with KBs: led_intelligent_mesh_consumer.md, universal_5press_models.md, and universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained procedural control but had multiple unexplained silences, delayed ticket creation, and no initial framing. Call flow was reactive rather than proactive.
C2 Met Confirmed understanding conf 94%
Agent used plain language (‘solid blue’, ‘blinking red’, ‘swap locations’), avoided jargon, and confirmed understanding — appropriate for technically aware but frustrated customer.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case end-to-end, pulled up prior history, created ticket, and did not transfer — despite customer’s history of repeat contact.
O2 Met Proactive follow-through conf 96%
Agent provided clear next step (observe for 24–48 hours), created ticket (LTS0010777), and instructed customer to call back with same ticket — complete follow-up plan.
O3 Met Closure confirmation conf 95%
Agent referenced prior contact (‘seven months ago’), pulled up case under David Wong, and appended to same ticket — clear use of history and handoff context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation was warranted at this stage — agent was conducting appropriate L1 troubleshooting (node swap) to isolate recurring issue before concluding hardware failure. Escalation premature until test completes.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted — E2 cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent did not use scripted empathy but acknowledged repeat contact by pulling up old ticket and validating experience. However, no explicit apology or frustration acknowledgment (e.g., 'I’m sorry this keeps happening') was made.
X2 Partially Met Tone & rapport conf 90%
Agent maintained calm, procedural tone and adapted to technical level, but did not adjust for emotional state (fatigue, frustration). No active de-escalation despite clear signs of repeat-contact fatigue.
X3 Partially Met Overall experience conf 89%
Customer was asked to perform multiple resets and physical node swap — high effort, but necessary for hardware isolation. No avoidable repetition, though agent could have reduced effort by suggesting remote diagnostics if available (not feasible here).
Call Transcript42 turns · 53 lines
Speaker 1
Huhi, yes, I have a Linksys mesh system and one of the nodes of that system has been having problems staying connected to the, I guess, to the master node. Okay. and I've actually called this in before. I problems with this um a while ago and I called it in. so this
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help option available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Inachel.com. My name is. How can I help? [silence] What is the serial number?
00:00
Speaker 1
This is the same descent unit. So you should, you should see some record of it. It is three eight u two zero m as in Mary, one B as in boy, D as in David, zero one seven six three. the whole, the whole serial number. Okay, three eight u two zero m one B D zero one seven six three.
01:00
Speaker 2
One second. Can you say that one more time please? Yes, please. Okay, okay, our system cannot see this one, one second. Okay, there you go, it has a result now. So out of three, there's only one that's not working.
01:00
Speaker 1
One of them's not working. I don't know if it was the three or I bought it as a set. So I don't know how many were in the set, two or three. I I don't recall. It's it's like strobing blue, like pulsating blue. Okay, and now and now it's pulsating red, so it just changed. It is. It's within three feet. It's actually within two feet, it's right next to it.
02:00
Speaker 2
Okay. So should we. Okay. That should be powered on for the main time right beside the main node within five feet for now. Good. But the light indicator, is it back to blinking red?
02:00
Speaker 1
It's still blinking red. It's it's been next it's been next to the the main node like for at least at least like three days. Okay. And then and then now. Okay so now okay so it just it just changed as we were talking it changed to solid blue which I I think means it's connected right. Okay. and then and then now now it's flashing blue. I mean it's going through all of this hard while we're just sitting here. Now it's flashing blue again. That's correct.
03:00
Speaker 2
[silence] all right, now it's still flashing blue.
04:00
Speaker 1
solid blue. Okay. All right. And then, uh, okay. And then now it's changed. Now it's flashing blue. Press the reset button, press it and hold it. Okay. So I'm holding it when the light turns off. Okay. Okay, well it's just turned red, but it hasn't turned off. Now it's flashing red. Okay, now it turned off. All right, let go. Okay, all right. Well, let's wait. Okay. So it's still still off. [silence] --
05:00
Speaker 2
it keeps on rebooting by the way. So, uh can you do this instead? Yeah. So, can you press and hold it using a short pointed object the reset button underneath. Yeah. Press and hold it. And only let go when the light on top turns off. and we're waiting for a solid blue light, blinking blue and will turn to solid purple.
05:00
Speaker 1
Okay. just turned on and now it's it's um, like pulsating blue. Okay, it's still pulsating blue. So we're waiting for solid purple or solid blue. Okay, because none of the nodes have purple on them. All the nodes when they connect, they're blue, but we can wait for purple. Okay, now it is. Okay. Okay. Now it's purple.
06:00
Speaker 2
Okay, we're waiting for just one minute more for we're waiting to see a solid purple light. It's a purple actually. Okay. Is it having a purple light? [silence] Okay. Don't miss it. Needed. Okay. Keep your eyes on it. Needed.
06:00
Speaker 1
Now it's a solid purple. Okay, it's it's still purple. Okay. Okay. So this this second slave node is purple. Go to the master. You wanna we press the reset button five times.
07:00
Speaker 2
Okay, perfect. Now go to the main node and then press the reset button five times. On the main node only. Press release, press release, press release, five times. Mm-hmm, five times.
07:00
Speaker 1
Okay. One, two, three, four, five. Okay, and then now the light on the master turned white, and it's flashing. It's pulsating white. Okay. Now it turned blue, and it's a solid blue, and then the slave node is flashing red right now. Let's see. And then, so the master is still blue and the slave.
08:00
Speaker 2
Press it five times.
08:00
Speaker 1
Dave. No, it is still flashing red. [silence] Okay, the slave node's still flashing red. And the master node is still solid blue. [silence] [silence] Okay. Slave, slave node is still flashing red. Master node, solid blue. Okay, slave node is now solid blue. [silence] Okay, so now slave node is red. Now slave node is blue. Now slave node is flashing or strobing blue. And now a solid blue. Okay, it's still solid blue. [silence] Oh. That's why. [silence] Okay. looks like it it's staying solid blue. [silence] well I I have like, I have other nodes, I have other nodes in the network. [silence] Okay. so what would you like me to do? [silence] I see I have a laptop that's on Wi-Fi but I don't know which which node it's connected to?
09:00
Speaker 2
[silence] [silence] any website this time [silence] we need to focus on this main one. The rest are easy to connect once this one is working. [silence] Check your connection there. That computer seems you're connected now. Developing for setup
12:00
Speaker 1
I mean, I've never had a problem with connectivity where my laptop is because it's close to a bunch of nodes. And so this one node that I have that's been failing, it's not been the node that my laptop connects through. So if I go to my laptop, it'll it'll connect through another node. Even if I unplug this node, my laptop will still go go onto the internet. So I I what I can tell you is this node now that one I was having problems with is solid blue. So the concern I have is, how do I keep it from failing again after about a month or two? Because that seems to be the problem that goes through. Because last time I called customer service, I do you see a record of this this node having a a service call? Because the concern isn't getting this node to connect. The concern is keeping this node connected. That seems to be the problem. It is. Yes, it is staying blue. So, it right now it seems like it's connected to the master.
13:00
Speaker 2
Right now, is it saying blue so far, or green?
14:00
Speaker 1
And what I'll have to do is I'll relocate it to an area, you know, further away, which is the whole point of having multiple nodes, and it'll connect back to the... well, we'll see. I mean, I can move it anytime. Once I move it, it'll probably work for a few months, and then the same thing will happen. It'll disconnect and, you know, power cycling it, resetting it, you know, putting it next to the the master node. It has problems, which was the state it was in before I called you, right? And so now we went through some steps and got it to connect, which I had done before on a previous call, but after a few months, it it fails again. And so, right? So, Right now it is, yes, right now it is.
15:00
Speaker 2
uh huh it did not last but right now is it staying blue so far thank you how about this I'll just get you're an
15:00
Speaker 1
it is. Yes. OK so so here's what i'm going to do. i'm going to i'm going to turn it off. i'm going to unplug it. i'm going to relocate it and then i'll turn it back on and we'll see what happens. but did you see the do you see the the record of a prior call regarding this exact same note?
16:00
Speaker 2
Is this your active email? It's Z-Wang@10.tt.-dd.zd-inc.com Okay. I'll just create a ticket here. Right now, you can relocate that node, for the meantime. It's fully connected. It's been five minutes since that one turned to solid blue. More than five minutes, actually. So that should no longer disconnect, but just still observe that node. Let us know if ever it disconnects again. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh Uh-huh Actually, you don't have any existing record here. This will be your first ticket then in our system. Correct me if I'm wrong, did you call us yesterday to report a problem in a node? [silence]
16:00
Speaker 1
It's, yeah, yes, it was this year. It could have been maybe four months ago. I'm guessing it, but it was this year. And I mean, you have my email address, so you have some record of me in the system. No, I've relocated it back to the original site, yes. So it, so the lights recycling from flashing blue to flashing red to solid blue, back to flashing red.
17:00
Speaker 2
All right. now, it's still plugged in right beside the main node, right? ah okay, back to its original spot, right? okay. [silence]
18:00
Speaker 1
Now it's solid blue. OK hold on. Put it hold in the light. So now it's solid blue so now that it's back powered backup right now it's yeah so now it's it's solid blue and when I pull up the app the app shows now
19:00
Speaker 2
Okay. it's plugged in straight to the, uh, outlet, right? Okay. it don't go back solid red real quick but should light up blue again. [silence]
19:00
Speaker 1
that it's connected to the master node. So, it has reconnected to the master node. So, this is this is this is this is similar to my previous service call, which I'd made and we did exactly the same thing. We brought it next to the master node, did a couple of sequences of resets. I don't you know, I don't remember all the details of it, but it did involve pressing the reset button on the slave node, holding it down, and some button presses on the master. It's the exact same node and then you know, it looked like it was connecting fine and then I relocated it, pushed the reset button on the slave node, putting it back to fully connected. it's cool to where it is right now and it worked for a few months maybe a month or two any then it just just started blinking blue. most of the time and then eventually it just turned into blinking red ор blinking blue, like going back and forth between the two. and it it just it just got stuck on that state and then I would unplug it, I'd relocate it next to the master node, turn it back on and it it would never it would never connect again after that, which was the same state it was in when when I called you, that it was right next to the master node I had power cycled it and it never reconnected and so you know after you told me to go through these steps now it's reconnected and then I relocated it to its original position and it looks like it's still connected. so this is exactly what it did last time. but it it you know ultimately it didn't fix the problem long term. Turn, because over time, then node would just disconnect. So I just look at the look at the pictorial diagrams. It shows the master node and it shows the three slave nodes. And when I click on this one, it says it's minus 67 dbM.
20:00
Speaker 2
Hello. Hello. Um I was able to finally um uh check, I mean, I was able to pull up your case finally and it's under the name of David Wong. I believe this is your ticket uh and it was seven months ago the last time you called us no other tickets that I was able to allocate here. For now, last time the signal strength of the node was actually good the previous technician checked that. Can you tell me right now what's the signal strength still under network administration on the app? What's the signal strength? Okay, it's still
22:00
Speaker 1
[silence] Mm-hmm. Mm-hmm. [silence] Okay. Okay, so let me do that. So I'll take this one, I'll turn it off and then we
23:00
Speaker 2
As within the threshold, because it's going to be negative 70. If it goes negative 71.75, then that means it's having a bad signal strength indicator. Since the previous technician troubleshooting is the same as mine, right now let's have a swap instead just to make sure it's not the location. One of your child nodes location, try to swap it with this one and let's see if the replacement child node in that area will going to disconnect again after a month or two. I'll just put note here that we'll just swap one of your child nodes location, okay?
23:00
Speaker 1
I guess I should keep the power supply, shoot, keep the same power supply with the node, just so it's consistent. And then I'll take this one, and then I'll, I'll move it to the node that's the closest that's the closest to the master, and I'll swap it with that one . Swap it. So the one, the one I want to swap like it with, uh, oh, here's one that's minus 53, that's better. 53. Okay. So let's, let's swap it. Come over here. Okay, so we'll take... this one. It's been having problems. It's... here. This one has change. Look it in. Turn it on. That was working. So ... just based on what you told me, [silence] The threshold for connection in terms of the signal strength that it needs is, is it 71 or 75, minus 71 or minus 75 dB? Okay. Okay, so I've swapped locations with another one that was working. I've powered it up. So I've taken two of these and I've, I've swapped them. Okay. Let's see what's going on. So, the one that was having problems, it looks like it's booting, it's flashing red. And then the other one that I moved that was working, I put it in this other location. And it looks like it's flashing red.
24:00
Speaker 2
Max will be negative 72.
26:00
Speaker 1
Okay. [silence] Okay, so the one that was having problems - now that it's closer, it looks like it was solid. [silence] Blue, and it - as I was standing here, it was solid blue. Then I saw it flash red, and now it's solid blue again. [silence] And then the one that was good relocation further away It's It's solid blue. Oh, just flashed red. It's weird, like when I walk up to it, it seems to affect it. [silence] and now it's - now it's solid glue, it seems weird that when I walk up to it, unless it's just coincidence. Okay. Let's see what's going on. Yeah, the one that I called about that was having problems, it is. Okay, it's still solid glue. I doesn't see it yet. Okay. So the other one that I relocated is also. solid uh-oh okay okay so I got the two swapped into their respective locations. And try to look at the signal strength. The signal strength, the signal strength stayed with the location. So, the one that was not working well I put it in a location that had the best signal strength, which was minus 53. And now that I look at it on the app, it reads minus 53 dBm. Okay, so that's consistent. And then the one that was in that minus 53 dBm location, I relocated it to the location of the node that I was having problems with. Look at that one and it's minus 65.
27:00
Speaker 2
DBM. Yeah. Okay. Can you keep this ticket number David? So that next technician can easily pull up your ticket. If you're call back with the same issue. Let me know if you're ready. I'll provide the ticket number. Okay. That was your only ticket on our system. So, actually I just append on the same ticket number. So that's gonna be a capital letter L for Lima, T for Tango, S for Sam, zero zero six eight,
30:00
Speaker 1
Alpha, Lima, Tango, and then, what was after that, Sierra S. Okay, LTS. Uh-huh, uh-huh, uh-huh. Okay. So, I repeat it back. So, it's LTS00 10774. Okay. Okay, great. So, now, I got them swapped, and let's see what happens.
31:00
Speaker 2
[silence] Uh, Sierra. Sierra. Um, just remove alpha, the first part. Uh, it's just LTS. So Lima Tango Sierra. Lima Tango Sierra. And then 0010777. [silence] Four. That's it. [silence] Silence. Mhm. Mhm. Correct. That's it. And [silence] Well, yeah, we will see then. You don't have any other concern.
31:00
Speaker 1
no no that's that that's it well I guess I do have a question and that is what what how long is the warranty on these units? three years okay okay all right great so so if if if I see the unit that was failing fail in this new location which is closer to the master then I I can call back
32:00
Speaker 2
That's it only. Any question? Mm-hmm. Go ahead. Three years from the date of purchase, and it shows here you bought this one August of 2024. But we always follow the date of purchase indicated on the receipt, so just keep the receipt with you. That's also our requirement for the device to be replaced.
32:00
Speaker 1
I moved from the closer location to this further location. If I see that fail then I know it's just the signal's too weak. Okay. Okay. Okay. All right, break. Okay. Okay, thank you for helping me. I appreciate it. Bye bye.
33:00
Speaker 2
Exactly. That's our isolation for now, since we had it swapped. Just to observe it within 24 to 48 hours. Okay? All right, David. Thank you for your time and for calling us. Bye-bye. You're welcome. Bye-bye.
33:00