V2 Rubric Detail — 5f5666cc-6136-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 23:29
Duration
54m 10s
Contact
James Dill
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
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, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall53.4% (+19.4)

V2 Grader Summary

The agent applied a logical diagnostic process and used appropriate tools but misinstructed on reset duration and failed to establish next steps. Internet was not restored by call end, resulting in an Unresolved outcome despite reasonable troubleshooting effort.

V1 Case Analysis

Customer unable to restore MX4200 Velop mesh after reset; parent node solid purple, child nodes blinking red. Agent gave incorrect 25-second reset and confusing five-press pairing. Admin UI accessed but no WAN IP obtained. No resolution achieved.

Troubleshooting Steps
  • Confirmed modem works when connected directly to TV box.
  • Verified router model (MX4200) and that it was reset to factory defaults.
  • Guided customer to power-cycle modem and router.
  • Instructed customer to reset child nodes (incorrect 25-second duration).
  • Attempted five-press pairing on the parent node.
  • Walked customer through accessing http://myrouter.local and bypassing the security warning.
  • Attempted to release/renew IPv4 address in router UI.
  • Performed second power cycle after UI failure.
Key Observations
  • Agent gave an incorrect reset duration (25 seconds instead of 10 seconds) for MX4200 Velop nodes.
  • Five-press pairing instructions were contradictory and not aligned with KB guidance for Velop Intelligent Mesh products.
  • No warranty, serial number, or escalation path was collected or offered despite unresolved issue.
Positive Highlights
  • Agent correctly identified the product as MX4200 Velop and confirmed topology with parent and child nodes.
  • Agent verified modem functionality by confirming direct connection to TV box.
  • Agent demonstrated patience during customer's connectivity issues and repeated steps calmly.
Agent Errors / Gaps
  • Incorrect reset time (25 seconds instead of 10 seconds) for MX4200 Velop child nodes.
  • Misapplied five-press pairing method (KB: for Cognitive Mesh MX6200/MBE7000, not Velop MX4200).
  • Failed to verify WAN connection or obtain an IP address before proceeding to UI troubleshooting.
  • Did not collect serial number or confirm warranty status.
  • Did not set a clear next-step or escalation path after repeated failures.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The call ended with the parent node showing red/blinking white and child nodes disconnected; internet was not restored.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed relevant steps (modem test, resets, UI access), but skipped confirming WAN IP via DHCP and did not complete a full diagnostic loop.
R3 Met Correct resolution path conf 90%
Agent followed correct mesh recovery path: factory reset child nodes, power-cycle sequence, 5-press on parent — appropriate for out-of-warranty device.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified solid purple = factory reset, confirmed modem works directly, isolated issue to router WAN handoff.
T2 Met Appropriate tools / resources used conf 90%
Used http://myrouter.local to access router status and run release/renew — correct tool for diagnosing IP assignment failure.
T3 Partially Met No misinformation conf 80%
Instructed 25-second reset (KB says 10–20 sec); described 5-press as 'press five times' without specifying quick succession.
Communication
C1 Partially Met Clear & professional language conf 75%
Gave structured steps but lost control during browser security warning and UI navigation confusion.
C2 Partially Met Confirmed understanding conf 70%
Used terms like 'release renew' and 'IPv4' without simplification; did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed multiple troubleshooting actions without transferring.
O2 Not Met Proactive follow-through conf 90%
No timeline or follow-up was established; call ended without resolution or next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue was still within L1 scope (config/troubleshooting).
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 70%
Polite but minimal empathy; acknowledged frustration only indirectly through pacing.
X2 Not Met Tone & rapport conf 80%
Repeated instructions without checking comprehension; did not adapt to customer’s visible confusion in UI navigation.
X3 Not Met Overall experience conf 85%
Customer asked to take pictures, re-enter passwords, and navigate unclear UI — avoidable effort.
Call Transcript54 turns · 55 lines
Speaker 1
[silence] Hello, my name's James do how are you tonight? Uh oh. I've been better.
25:00
Speaker 2
Thank you for calling Linksys this is EPP, how can I help you? I'm good, sir, how about you?
25:00
Speaker 1
Um, I've got, I have a major problem here at my house and, and I, um, um, I think I got the, the modem issue fixed, because I can connect my streaming box directly to the modem and it works, but I have no Wi-Fi in the house because I, I can't get the Linksys connected back up. I've got a, I've got the Linksys, um, Velop mesh system here. Yes, correct. Uh, I can hear you fine. It's just I have lousy connection here without internet. Because I have to have, I use, I use internet call.
26:00
Speaker 2
Okay. All right. So, yes, you have an MX4200 mesh router, right? Okay. So, you're cutting out. Can you hear me okay? All right. Okay. Oh, you're using Wi-Fi calling.
26:00
Speaker 1
I normally do, but now I'm not, cause I don't have no Wi-Fi. Yes, that's correct. That's correct. And and I know the the modem's working great now, cause like I said, I disconnected it from the Linksys router and went directly into my TV box and I can watch TV and everything, but I Go ahead. No, and so I I tried connecting it back the way it was to the router and all I'm getting on.
27:00
Speaker 2
Okay, all right. Yes, not a problem. So, yeah, I just pulled up your record here. This is James Dale and email address is jimstickle75@gmail.com, right? Okay. And you have, uh, spectrum as your internet provider? Do you have? Um, yeah, go ahead. Sorry.
27:00
Speaker 1
Pop of the links of shrouter is a purple. Solid purple, correct? Yes, I do. Yes. Um, I have a laptop, but don't I need an internet?
28:00
Speaker 2
Okay, it seems that the router was reset to factory default, because right now the light is purple. Okay, all right. Okay, so let me verify your connection. Do you have the modem or the spectrum box connected to the internet port of this main node? Okay, so that's connected to the yellow port. All right. Okay. So can we. Do you have any computer available? Okay. So you have a laptop. Yes. Can we power on your laptop? We'll be needing your laptop to set up your.
28:00
Speaker 1
Okay wait the minute. Okay I am right here could you laptop yes I have my I're open. Uh, yeah, I do right. I do right now. I've got one here and one out in the Carolina room. Correct.
29:00
Speaker 2
parent node. Okay, sure. Thank you. Okay. All right, so you power on the. All right, so you have the the laptop now. So what we gonna do. Oh, by the way, you have two nodes in total, right? Right.
29:00
Speaker 1
Sure. Sure. Okay. Yep. I thought I had two others. Yeah. Yes I do. Hold on a second. I got one and it was Rick. Well that's what I'm doing. Just bear with me a second. [silence]
30:00
Speaker 2
Okay. Can we bring the other node close to the parent node or close to that main node, sir? Because since the parent node is reset to factory default, so obviously the child node is disconnected. So we need to connect that back. Okay. So let's just move. So you have three in total. Yes. Can we bring them over? Can we uh move it close to the core five. Okay. All right.
30:00
Speaker 1
Okay. I have them both right here with me. I have I've got, I've got the adult and I've got the two child.
32:00
Speaker 2
Okay. All right, so please pour on the child mode, by the way, since you reset the parent mode, we also need to do the same on the child mode. So kindly press the reset button on the child mode for 25 second. Okay. Um, I'm sorry. What was it again? Yes. Okay, if that is solid red, that means
32:00
Speaker 1
[silence] Okay. Okay. So my first child node, I held it for 25 seconds and it's blinking blue now. Okay.
33:00
Speaker 2
The parent node is not getting a connection from the modem, so it's not recognizing your modem. You may try powering off the modem and turn off the parent node. Wait for 30 seconds. Turn on the modem first. You need to make sure that all the lights are stabilized on the modem before you turn on the parent node. So if it's still solid red, then that's the time that uh you need to contact us. Because um there's uh some configuration that needs to be done on the uh on the router on the parent node. Yes, okay, we're just gonna wait for that. Just do the same thing on the second child node.
33:00
Speaker 1
OK. So, that one's blinking blue. The other one's purple now. The last one, the last child that I just did. The primary, the primary note is purple. Yeah, and it's blinking blue, so I'm sure it's gonna go to purple.
34:00
Speaker 2
Okay, so, which one's blue? Okay, is b... Okay, we'll just wait for all the lead indicators, um, turn it should turn purple. okay? Solid purple. Yes, while waiting for the, for the lights, can we go to the computer? And by the way, can you check, the parent node? Yes, underneath the parent node. What's the the network name? Or can you please take a picture first of the settings? There's actually a sticker underneath. Yeah, just take a picture of the network settings, underneath the parent node.
34:00
Speaker 1
Hello? Okay, yes, I took the picture. The Wi-Fi icon. Okay. Um. Okay, I. Okay, I. It's underscore VELVET setup 015. Well, I'm trying to get to my Wi-Fi. Oh, here it is down here. [silence] I can't see it.
36:00
Speaker 2
I'm not sure what happened, but it's just one side. Yeah. Yeah.
36:00
Speaker 1
Nope. Yeah, there it is. It says disconnect. Oh, connect automatically. Hold on. It says no internet. Let me do that again. Well, I don't know now because the... Where'd it go? Okay, hold on. Um, I think it's [REDACTED_PAYMENT_DIGITS] and [REDACTED_PAYMENT_DIGITS] Uh, it's free. I think it's free. Wait a minute. Type your password. What? Typing your password. Yeah, what about that? There's a cloud in the sky. Yeah. Come closer. Yeah. Yeah. But you have to click an answer. Cloud, clouds. Yeah. Yeah. Okay. [noise] That just opened up and the network card is gone. Yeah, and you said [silence] Yeah. [noise] Yep. There it is. Disconnected. Oh, connect automatically and click. There you go. So let's go. Okay. I just said [REDACTED_PAYMENT_DIGITS] And a cloud. Okay. Clouds. And it's free. Disconnect.
37:00
Speaker 2
Okay, please select that and then connect to it. also it's already connected. Okay, but is it connected? Is it connected? Does it have a check mark? I'll that computer, is it windows 10 or windows 11?
37:00
Speaker 1
it's a newer computer okay it says w then Wi-Fi okay dell 01 setup 01 5 it says no internet secure no internet secure it felt solid purple you mean like as fast as I can okay silence
38:00
Speaker 2
Okay. Uh-huh. No internet secured. Okay. All right. Can we go to the PN to the parent node? And by the way, the child node lights are now solid or it's still blinking? Solid purple. Okay. Now let's do a five press. To do that, kindly press the reset button five times. But you need to do it once. Okay? So uh press the reset button five times. Yes. Do not. No, do not, do not press and hold it. Just press it once. Five times. So it's like press, release, press, release, press, release, press, release.
38:00
Speaker 1
That's what I did. I did that. I did, but it's still purple. Do you want me to do, nope. Do you want me to do it again? Okay, it's red and it's white. Now it's blinking white. nope, they're still purple. Nope, the child nodes aren't blinking. The parent node is is blinking white. [silence]
39:00
Speaker 2
Okay. Release. Five times. It's not blinking on the, uh, on the parent. Okay. Yes. Can we do that again? Okay. How about the child nodes? Any, any changes on the light? It's not even blinking. Okay. Can we go back to your computer? [silence]
39:00
Speaker 1
yes. hold on let me see. no internet secured yes. sure. and are you going to have me type in 1 6 2 dot something right? okay. h t t p. h t t p is not asked. hold on. slash slash. okay.
40:00
Speaker 2
and are you still connected to the ve l-ups? 015. okay? can we open up Google Chrome? uh, that would be HTTP colon slash slash my router dot local. there is no S, just HTTP colon slash slash my router dot local.
40:00
Speaker 1
LinkSys, why am I getting a warning? Go to advanced. No, it says continue. Oh, advanced. I-I see-I see advanced. But when I click on advance, nothing's happening. You want me just hit continue? It says your connection is not private. Now there's advance. Okay. The server
41:00
Speaker 2
and then press enter. Okay, just go to advanced, and then proceed. Yes, you should have that option. Advanced. Yeah, continue. Okay, go to advanced and then proceed. Yeah, continue to unsecured HTTP something. That's okay.
41:00
Speaker 1
Could not prove that it was myrouter.local. Proceed to myrouter.local unsafe? Okay. It says Internet. Okay, it's asking for. Oh, the uh main node is now red and the other two nodes are blinking red. So now it's looking. It's asking for access. The router password. And ... Okay. I'm here. It's got all the tools and other settings. Yeah. Yeah.
42:00
Speaker 2
proceed yes it's clicked proceed okay that's fine okay let's type in as min AD min all lowercase okay so we're on the all right can we click on ca down at the bottom
42:00
Speaker 1
[HUMAN_REVIEW] Yes, I know where that is. Let me see, where is, see pay? IBC. Is it below all the boxes? No, I don't have that option on here. I've got entered. It says, enter usual license, privacy statement, third-party locations, and UCLA policy, privacy policy. Sure. Okay. It's waiting. Okay.
43:00
Speaker 2
It's at the bottom, right there's the A, click on it. Right beside privacy policy, there's the A. Below the privacy policy, I mean right beside privacy policy, do you see C, A, or you don't have that option? Okay, you don't have that option? Okay. All right. That's fine. Can we go to troubleshooting? And
43:00
Speaker 1
[silence]
44:00
Speaker 2
click on report right beside devices there's a report below status okay what's the firmware version sir okay and uh... try to scroll down and look for for for ports you need to scroll down there's actually ports there. yes and do you see an X mark on under Internet there's an X can we scroll up try to scroll
44:00
Speaker 1
And then there's an X under three. Okay, I'll scroll up to. Yeah. Yeah, my, my TV box. Mm-hmm. You want me to disconnect it? Okay. What we're looking for? Internet connect- oh, IPV6. Okay, I have it. Yes. I have it. There's nothing after it. [silence]
45:00
Speaker 2
There's an X under three. Okay. So, is there something connected to port number three on your parent node? [silence] Your TV box. Okay. All right, try to... Oh, no, no, no. Just leave it connected. That's fine. Yeah, try to scroll up. Okay, look for Internet connection IPv4. IPv4. Okay, do you see Internet address?
45:00
Speaker 1
No. It says connection type automatic configuration DHCP and then it's got address, subnet, mask, default gateway, and then it's got DNS one, two, three MT, but there's no address for internet. Okay? Yep. Got it? Release renew. IPv4. I see that. And what are we looking for? Uh I see that Well, it's over
46:00
Speaker 2
There's no Internet address. Okay, can we go to diagnostics, please? Click on the diagnostics tab. And then look for IPv4, there's release renew. Can we click on release renew? Click on release renew. Do you see it? Under IPv4?
46:00
Speaker 1
Under
47:00
Speaker 2
On the right side, there's internet address. Yes, click on release renew. Okay? Did it bring you back to the same screen? It says waiting.
47:00
Speaker 1
it what's going on? [silence] it just says waiting it's got a blue it's got a a white box with a blue circle with dots and it's just going around. [silence] it's just says waiting. I see an okay over under trouble shooting. but I can't get to it. it won't it won't let me get to it cuz of this. [silence] I tried pressing it but it it won't do anything. It's just it's it's waiting. [silence] turn them both off?
48:00
Speaker 2
waiting. Uh what options you have there? Do you have okay or? All right. Can we press okay on that one? Can we press okay? Okay. Here's the thing. Can we turn off your modem and turn off the parent node? Yes. And we'll wait for.
48:00
Speaker 1
Okay. Okay, I got them both off. Okay. What's the brand? Hold on, let me look. Nope, no name on it. It just says model number. [silence]
49:00
Speaker 2
Unplug the power. Okay, we'll wait for 30 seconds before we plug it back in. What's the brand of your spectrum modem, sir? Yes. Do you see any name on the box? Just Spectrum?
49:00
Speaker 1
it spectrum yeah RC TC yeah it spectrum okay okay I'm gonna I'm gonna find the power cord now there it is. okay okay it finally came back on my computer and said browser not found oh okay
50:00
Speaker 2
Okay. All right. Now, can we turn on your modem first? Wait for the lights to stabilize before you turn on the parent node. Yes, because we've disconnected the router.
50:00
Speaker 1
Yeah, the the other two child nodes are just blinking blinking red. It's it's not powered up, yet. Okay, the lights aren't blinking on the back. They're not on yet. Well, the front says power, but there should be another light. And then on the back, you know, where you plug in the the uh yellow cord, um, the lights there aren't blinking at all yet. Okay.
51:00
Speaker 2
Yes, that's okay. Yes, that's normal because the parent node is not working yet.
51:00
Speaker 1
I just came on and it's blinking between blue and white.
52:00
Speaker 2
okay, we'll wait for it to turn solid. okay. All right, now can you plug the, yeah, the parent node.
52:00
Speaker 1
No. I know it's going to change. [silence] Show the router? [silence]
53:00
Speaker 2
Okay, can you check the parent node live?
53:00