V2 Rubric Detail — 5ec8d62e-69a4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 16:56
Duration
21m 9s
Contact
Prakash Patel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133615
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall79.4% (+21.4)

V2 Grader Summary

The agent achieved a full resolution by guiding the customer to restore node connectivity and view all nodes in the dashboard. However, T3 is downgraded to Not Met due to materially incorrect technical guidance: providing a non-existent URL (myrouter.local.com) and vague port instructions unsupported by KB. This constitutes a case-derailing inaccuracy. All other indicators remain consistent with a successful, customer-centered resolution.

V1 Case Analysis

Customer's primary Velop node showed flashing red after reset; child nodes offline. Agent guided through Ethernet port correction, power cycle, and local UI access (myrouter.local). Customer confirmed all nodes online and renamed them via dashboard.

Troubleshooting Steps
  • Corrected Ethernet cable placement to WAN port
  • Advised power-cycling the primary node
  • Guided local UI access via myrouter.local to view node status
  • Instructed on identifying and renaming nodes using serial numbers
Key Observations
  • Agent provided incorrect local URL (myrouter.local.com) before correcting to myrouter.local
  • No product model, serial number, or warranty status collected despite hardware-focused issue
  • Confusing instruction issued: 'check your phone first if it's connected to Linux is WiFi' (likely ASR artifact, not corrected)
  • Troubleshooting flow was structured and customer-confirmed each step
Positive Highlights
  • Maintained patience and empathy throughout the call
  • Provided clear, step-by-step guidance for Ethernet reconfiguration and power cycling
  • Successfully guided customer to local UI access and node management
  • Customer confirmed full resolution with operational nodes by call end
Agent Errors / Gaps
  • Provided incorrect local router URL (myrouter.local.com) before correcting it
  • Failed to collect product model, serial number, or warranty status
  • Issued unclear technical instruction about 'Linux is WiFi' without clarification

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I can see online... one, two, three, four, five of them are online. Okay, excellent.' and 'I understand how to do that now. Thank you.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through LED check, port correction, power cycle, local login via myrouter.local, and dashboard verification — all relevant, sequential steps.
R3 Met Correct resolution path conf 93%
Agent pursued best-effort troubleshooting for an out-of-warranty mesh system without dismissing the customer, aligning with support policy.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified primary node flashing red, verified child node status, and used LED behavior and cable placement to isolate the issue.
T2 Met Appropriate tools / resources used conf 91%
Agent correctly directed use of local web interface (myrouter.local) to access node status — the appropriate tool for this scenario.
T3 Not Met No misinformation conf 96%
Agent provided incorrect URL 'myrouter.local.com' (should be myrouter.local) and inaccurate advice: 'transfer it to the other port' without specifying which port — contradicts KB which identifies WAN/Internet port specifically.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general control but used excessive filler ('uh', 'Mhm'), long silences, and unclear transitions, reducing call efficiency.
C2 Partially Met Confirmed understanding conf 84%
Agent used accessible language but failed to confirm understanding after key steps (e.g., port change, login process), and used vague terms like 'the other port'.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through on all commitments.
O2 Met Proactive follow-through conf 94%
Agent gave clear timelines: 'three minutes max', 'within a minute', and stayed on call until customer confirmed success.
O3 Partially Met Closure confirmation conf 82%
Agent acknowledged prior 5-press instruction but did not reference or build upon documented troubleshooting steps from previous interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed gratitude, acknowledged customer patience, and maintained courteous, empathetic tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, used affirmations, and kept engagement high despite technical complexity.
X3 Partially Met Overall experience conf 86%
Agent reduced effort by guiding to local UI, but introduced confusion with incorrect URL and ambiguous port advice, requiring customer rework.
Call Transcript28 turns · 33 lines
Speaker 1
Hello mate, I was speaking to one of your colleagues and I got disconnected. I've been trying to help me reset my network, um, up, but I don't remember her name. I have got a reference number from the last call. It is... Yeah.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is May. How can I help? You? Mhm. Okay, no problem. It's okay. I was able to pull up your account. It's under the name of Prakash Patel. And yeah, the previous technician tried to call you but the number once she dialed it is unreachable. But don't worry. Um you have me on the line right now and we can continue to reset the node instead. So earlier, uh, she asked you to like to 5 press the reset on the node. Your Linksys device will restart. A red light should be illuminated. Once the device is done restarting, it will power on to normal. A blue light should illuminate. Then it will go through an SSID broadcast warm-up period of 30 seconds after all WAN IP settings have been established. This process should take about a minute or two to complete. Once this is done, you will lose your internet connection for about a minute.
00:00
Speaker 1
Um, no. So, what I did was, so all the child nodes got set up and so I was setting them all up in one central location and I said all of the child nodes up. Uh, then I went to the, the lady said I need to test, um, the speed test only with the primary node plugged in and not with all the child nodes. So now, um, all the child nodes are disconnected. They're not connected to the power and I've just uh and I reconnected the primary node back up. Now, when I plugged the power back in, 'cause I had to move about with the power, now the primary node is showing a flashing red light, but there is network on it. So, I don't know what's happening. Oh, okay. [silence]
01:00
Speaker 2
I should have already a solid blue light on top. is it still solid blue on top. that only means packy, uh, the ethernet cable was connected on the wrong port. kindly transfer it to the other port.
01:00
Speaker 1
Oh, when I was trying to relocate it. So it needs to go into the other one. So it's on top of the reset switch now, but you're saying put it on top of the other one. Okay. It still gives some signal, but okay. Okay, let me see. Oh, yeah. Yeah, yeah, yeah. Okay, so that's, that's looks like it's working. Okay, so just give me one minute. Um, okay. So now I can do the speed test? Is that, is that right on the Wi-Fi? It is, yes. Okay. Thank you. Okay, yes, it's working now. Now, Oh, but it's gone back to solid red now, the node. It was solid blue. Now it's gone to solid red. [silence]
02:00
Speaker 2
Um. says it's working right. um. Um. Uh- huh. uh. Tint is blinking right. Uh, we'll just check. If it will at least it should have. Um. Uh, later. On your main node is it now steady blue? Okay. Uh, check your phone first if it's connected to Linux is Wi-Fi. If it is, then you can run a speed test. Okay.
02:00
Speaker 1
Okay. Yes, it is. No, okay. yeah, it's gone back to blue. Okay. All right. It has. Okay, so that's gone back to blue. Um, I have one more question for you. So, I want to, um, SO- from the parent node, I want to put it into my, uh, Ethernet switch. So, if I take a cable straight from there, will it, will I get the full speed directly from the Ethernet cable? It is a gigabit cable. [silence] uh, yeah. [silence]
03:00
Speaker 2
All right. It should go back to solid blue within a minute. Your phone is still connected to to Linksys's Wi-Fi. Go ahead. Okay, much better if that's the case. Just make sure the unmanaged switch you will connect to the main node is also a Gigabit. A Gigabit Ethernet. I mean, also the Ethernet cable should be cat5e or cat6 higher.
03:00
Speaker 1
It's oh, how do I check? Okay, and the modem, I have connected from the gigabit into the parent node as well, so my because there's a modem that goes so that comes out of a 2.4 gigabit and into the where you've asked me to put it, and finally, now, when I take the other gigabit cable, I'll make sure that the gigabit cable goes into the switch. Is that right? Yes. Okay. Okay. All right. So if you just give me a minute, I'm just going to connect that up. Um
04:00
Speaker 2
uh-huh. Yeah. So, as long as our Lynx is directly connected to the modem and you connect the switch after, there will be no problem. It's fine.
04:00
Speaker 1
Just give me one. Oh, but I'm going to need to take the power back out. Okay, right. Let me take the power back out and I'll need to put, so, because it's in a awkward position. Sorry, if you just bear with me. So, the gigabit, the modem goes on top of the switch. Okay. Modem goes on top of the switch. I've got to remember that. [silence] Okay, I've just switched everything around and plugged in this switch, but I've had to repower it down. So I plugged the power back in, so I'm going to need to wait three minutes or so, right? I do have to say your support at Linus is very very good. I do appreciate it. You are very patient people. You're extremely patient people. I must say. Are you whereabouts in the world are you in somewhere like Philippines? Oh, what a gift. Okay. Cor- Correct, yes. Because yeah, the lady said to do the speed test you could only have the power the main one connected. So, should I turn the child notes on now or shall I wait a little while? Okay, then I'm going to run around the house.
05:00
Speaker 2
Uh, we're based here in the Philippines. Yeah. The child notes that you have there, uh, they're already relocated. Right? It's just that it's turned off. Okay. Okay. okay. I, you can actually turn it on. It's fine. While that main node is rebooting, you can turn it all on.
07:00
Speaker 1
So, if you just bear with me while I take some power sockets. Yeah, thank you very much. Hello, I am back. So, they're all all connected. It is, yes. OK. And, and the Child nodes 1,
08:00
Speaker 2
All right. This main node, is it now solid blue? Good. All right.
11:00
Speaker 1
I'm just checking another one. That's also solid. Uh, okay. And, uh, now, I have one. Uh, that one's flashing red still, so it might still be resetting. Okay, I will wait another two minutes. Um, is it possible, so, can I see all of the nodes and the status of those? Because the lady I spoke to before, um, she said that, um, you can't use the app anymore for these, the app doesn't support this old network.
12:00
Speaker 2
It will take three minutes max for it to completely reboot. Mhm. yeah, you need to log in locally if you want to see the settings of your, uh, the.
12:00
Speaker 1
Okay. Okay, so I can't log in on the app anymore. The apps are no good anymore. Oh, dear. Okay. Right. Let me try that. Um logging in locally. Uh, can I be logged in on the laptop with a wired connection? Yeah, a laptop and a wired connection. So, I'm just going to check. Okay. and does it matter which Ethernet port I plug that into? It doesn't matter, does it?
13:00
Speaker 2
The status of your child nodes logging in locally. You need a computer for that, but a laptop is much
13:00
Speaker 1
So I'm gonna connect my laptop through a switch. Speaker 1: FirePod Gigapod switch. What's this blue? Okay. Oh, yes, it's connected. Right So on the dashboard, uh, route not found, retry. OK, let's try retry. No. OK, let me turn the Wi-Fi on. So what I have done is I've connected, so I've on my desk, um, I've got one of the child nodes and then that one of the child nodes I've put into my, um, desktop box. I've got a docking station for my laptop. Uh, OK. Uh, now it's it keeps saying router not found. It keeps dropping. Why would that be? [silence] I'm wired to the node. Should I connect via Wi-Fi? No, from... No, no. So what I've done is, so the parent node is in a different part of the house. And so I've put the child node on my desk. And I've connected the child node to my laptop through a docking station. Does that make sense? Yes it was, double check. Yeah, it's solid blue, yes. [silence] Solid blue.
14:00
Speaker 2
alright, but the Ethernet, I mean, since you had it there wired from the child node, that child though, is it already solid blue?
16:00
Speaker 1
Yes, correct. So, the laptop connects to the docking station with a USB-C cable. No, because the laptop doesn't have an ethernet port on it. Does that make sense? The laptop only has USB-C and a USB.
17:00
Speaker 2
No, the Ethernet cable is not directly connected to the computer, right? You connected it to the docking station, but that's, uh, that is just a laptop, correct? It's not a desktop? Uh, I, I think that kind of connection will not work. So, you cannot wire the Linksys directly to the computer instead to the laptop.
17:00
Speaker 1
April on there. [silence] Any website? [silence] I'll just Google. [silence] MyRoctar.local. [silence] Yep. [silence] It says links in [silence]
18:00
Speaker 2
Okay, I'm going to disconnect again. And check again if you can visit a website on your laptop. Try to visit any website. Yeah. You can try my router.local.com. [silence] OK.
18:00
Speaker 1
Okay, continue. Yeah, so that takes me to the SmartWifi, right? I've already logged onto there. And then type in admin. Yeah, yeah, yeah. Okay, so now I'm waiting. It's saying loading. So let's try this now. Okay. Okay. Yes. Okay, I'm connected, so I can see the dashboard. Okay, now it's not flashing. So the child nodes. Where do I see those? On the device list. It says devices, local, thirty-five. No, these are not the child nodes, but device list. Yes, devices. Okay.
19:00
Speaker 2
Mhm. Yeah. Just log in. You want to see the status of the it depends what router password you created. If you did not set up one, then it's still admin, all small letters. That's under device list, you'll see their images. It will show there if it's offline, online. Based on the pictures you can identify it there. To use it more clear.
19:00
Speaker 1
Oh, yeah, okay. I can see online. No, no, no, sorry. Yes, I can one, two, three, four, five of them are online. Okay, excellent. Can I rename them? No. Edit. Okay. Okay, because that way I know which one is where. Ah, but how do I find out which is there a name on the underside for the same by default? Okay, one, four, okay, 14935. 149. Yeah, okay. I understand how to do that now. Thank you very much for your help. You've been super helpful. I really appreciate your help. Thank you. Have a good day. Bye-bye.
20:00
Speaker 2
It's under connectivity, basic tab. You can, you can click the little eye icon for boxes and that's how you can change their name. Hmm. You can identify which one is which based on their last five-digit serial number. Linksys and then the last five-digit serial number per node is a different IP address. Hmm. Yeah. You're welcome. Your welcome. And thank you for calling in. Similarly,
20:00