V2 Rubric Detail — 606dd7b6-63e8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 09:48
Duration
7m 29s
Contact
Harvin Havenda
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00132737
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall78.6% (+34.6)

V2 Grader Summary

The agent correctly identified and instructed a factory reset — the proper fix for stored mesh nodes failing to reconnect — and provided accurate, step-by-step guidance. One node was restored to operation, but full system recovery was not confirmed for the remaining two nodes. Basic diagnostics were skipped, but the resolution path was appropriate, resulting in a partial resolution.

V1 Case Analysis

Customer reported all mesh nodes stuck on solid red. One node recovered after reset (now solid green with internet). Agent advised 20-second factory reset on remaining nodes and re-add via Linksys app. No model/serial captured, no case created, no follow-up scheduled.

Troubleshooting Steps
  • Asked about recent power outage.
  • Confirmed main node is wired to modem.
  • Guided customer to perform a factory reset (incorrectly specified as 20 seconds).
  • Recommended using the Linksys app to re-add nodes from scratch.
Key Observations
  • Agent failed to collect product model or serial number despite troubleshooting a hardware issue [00:00–07:00].
  • Factory-reset duration advised (20 seconds) contradicts KB guidance (10–15 seconds) [04:00].
  • Only one node was confirmed working; two others remain unresolved with no validation plan [06:00].
  • No case was created, no follow-up scheduled, and no closure summary provided [07:00].
  • Agent asked customer name late in call (Havender), indicating poor case intake [06:00].
Positive Highlights
  • Asked about power outage, showing situational awareness [00:00].
  • Correctly identified main node as the one connected via Ethernet to modem [02:00].
  • Recognized that a quick reset is not a factory reset and clarified the difference [04:00].
  • Provided a clear self-help path using the Linksys app for re-setup [04:00].
Agent Errors / Gaps
  • Missing model/serial number collection (critical protocol breach for hardware troubleshooting).
  • Incorrect factory-reset duration (20 seconds vs. KB 10–15 seconds) — materially inaccurate technical guidance.
  • No case number created or documented — failure in case management protocol.
  • Did not confirm customer’s ability to perform resets on remaining nodes or access the app.
  • Failed to summarize next steps or provide written instructions/email follow-up.
  • Ended call abruptly without confirming understanding or offering further support.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirms one node is now working (solid green), but states 'I need to make the other two works before I take them away' — partial resolution achieved, but full system recovery not confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skips basic diagnostics (cable check, modem restart) but correctly identifies factory reset as a necessary step after nodes failed to reconnect post-storage; troubleshooting is incomplete but directionally correct.
R3 Met Correct resolution path conf 92%
Given the nodes were stored and not used for a long time, factory reset is the appropriate and documented path (per KB: 'Adding a used node to mesh system' requires reset); agent selects correct resolution for the situation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identifies solid red light and asks about power outage, but does not verify WAN connection or cable integrity — root cause (possible configuration mismatch) is inferred but not fully diagnosed.
T2 Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, logs) were necessary or available for this scenario; agent correctly relies on procedural knowledge for factory reset, which is the standard fix for stale mesh nodes.
T3 Met No misinformation conf 98%
Agent correctly instructs: 'hold the reset button for 20 seconds' — aligns with universal_factory_reset.md for WHW/MX/MR/MBE7000 series (10–20 seconds OR until LED flash-off sequence).
Communication
C1 Met Clear & professional language conf 95%
Agent sets expectations clearly: 'you need to factory reset them and start again from the beginning' — maintains control and provides structured guidance.
C2 Met Confirmed understanding conf 94%
Agent uses plain language, avoids jargon, and repeats instructions in digestible steps; adapts to customer’s pace and confirms understanding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the case end-to-end, does not transfer, and provides complete instructions for resolution — no avoidance or evasion.
O2 Partially Met Proactive follow-through conf 87%
Agent provides next step (factory reset each node) but does not set a timeline or offer follow-up; customer ends call without confirmation of full resolution.
O3 Met Closure confirmation conf 93%
Agent references prior context (nodes were previously used, now showing red) and does not re-ask already answered questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue is within L1 scope and agent provides correct resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent is polite and professional but does not explicitly acknowledge customer frustration or effort ('tried this method absolutely ages a lot of time before') — empathy is present but not personalized.
X2 Met Tone & rapport conf 93%
Agent matches customer’s conversational pace, uses clear phrasing, and checks understanding through confirmation ('is it now working?') — maintains engagement.
X3 Met Overall experience conf 94%
Agent avoids unnecessary repetition, provides concise reset instructions, and does not impose extra steps — reduces customer effort effectively.
Call Transcript14 turns · 15 lines
Speaker 1
Yeah. I wonder if you can please um um I just called basically Lynksey's uh mesh system and it's for some reason uh they all my nodes are showing red color. Red light. And the keep the the work keep dropping the internet quite randomly before. Although I have got internet in my home but now I can't get them to work at all. They just continue staying on uh red light. Yeah solid red light. No no that's the thing I mean I've tried to be honest I tried those.
00:00
Speaker 2
Welcome to, uh, LuxChild support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. My name is Van and I'm gonna help you today. Uh-huh. Currently now, you're on a solid red light. Was there any kind of power outage that you might be aware of?
00:00
Speaker 1
moving to the different router now I've brought them back onto my main router in my house which is they are connected, I connect them into a solid internet cable and the power is on and it's showing just red colour and I tried swapping the router sorry, the the not to the different one in case one faulty but they will not working, they're exactly the same I think some kind of setting need doing. [silence] That's right. [silence] Yeah, I'll just plug the the the back of my router, the one of the one of the nod and yeah and pop it on. And I'm showing the red colour and then it's got the reset button at the back of the router.
01:00
Speaker 2
[silence] So just to verify you were using this before and you did not use them for quite a while and you're now using them back? [silence] All right. And you just plug them in. Is that correct?
01:00
Speaker 1
you're back at the back of the not sorry I've pressed a few time now and then now it's flashing orange I don't know how how do I find out I I guess that this is the main one and uh now I don't know which order they were because I bought them old or done here now with me. Yeah yeah that that is the yeah the one I yeah that's it I the the other two not is the disconnect right and I haven't done anything and the one I've only got connected one with a directly into the with the wire so I just thought first of all I need to make this one online don't and then connected the other two.
02:00
Speaker 2
All right. I'll set your expectations that currently just to verify the one that's flashing orange, is that the main one, the main node? The main node is the one that's connected directly to your Internet or with a wired ethernet cable. That's the main node. All right. So,
02:00
Speaker 1
light? How do you normally do that? And while I was doing it, you remember, I told you just a minute ago, and I pressed quickly the reset the button on it and then it was a flashing orange but now is a solid green, which is, I think, it's working now. But I tried this method absolutely ages a lot of time before but it would not work. But somehow it seems like it it came online but uh just second, let me for the password.
03:00
Speaker 2
in this case, as you mentioned you were using them before and you decided to just, you know, step back now. They do not recognize the internet connection. So you need to consider doing a complete factory reset and set them again from scratch, treating it like it's your first time having the units at all. In other words, you need to factory reset them and start again from the beginning. Setting them up like it's your first time setting them up.
03:00
Speaker 1
How you normally set them? I don't know what I've done. I've the only literally all I've done like uh press that um press that huh Oh. [silence] Yeah. Now, I don't know what I've done. I think looks like it's uh is working now. Uh, well, like I said, it's all
04:00
Speaker 2
If you just press the reset button, you just rebooted your routers or your nodes. You did not reset them whatsoever. You just rebooted them. A factory reset: you hold the reset button for 20 seconds, and that's how you factory reset your nodes. You need to do it one by one. And to set them back again from the very beginning, you need the Linksysmart Wi-Fi app or the Linksys app as it will guide you from the beginning up until the very end. In setting up them from the beginning up until it's working again. All right?
04:00
Speaker 1
All, I did was just uh literally, um, rest up, which is, I've done absolutely lo-ne time. The only difference that I've done now, like I said, I bought them down into my, uh, into directly into my main router. But, uh, the, the, thing is right. This is how the, the, the whole connection in my house. Now, from my main router, and this is how it, how it's been all the time for years, then it was working. And from my main router, my uh the wire, solid wire, goes to my uh loft. And from the loft, I've got another uh like, uh, what you call it, the PoE switch, which is uh I've got branches off, number of wire, from there. And I connected, uh, there basically, into the PoE switch. This is how I connected. And normally, works. But this time, I don't know why, and it wasn't working. And now, I brought it down to the main router and it worked. Okay. Now it is. solid. Solid green now and it's got the internet. I can see. yeah. Yeah. It's very. uh, hey, handles. Yeah. Yeah. It's working now. Uh, but then again, to be honest, so, so to do the factory reset, how you normally do it? Did you say? So you, you put them on to power. So you power all your, um, the route, I guess. Yeah. And then you press and hold, you press and hold like 20 seconds while they, while they got the power. each node, 20 second and then that,
05:00
Speaker 2
All right. just to clarify, to whom am I speaking with right now? is it havender? [silence] all right. so just to clarify as well, is it now working? Yes, that's correct.
06:00
Speaker 1
That should reboot the whole lot yeah? Okay. Alright, I'll uh, I'll uh, I uh, what I can do now, but, um, yeah, uh, it seems like this is working now, so I've got to, I've got to suppose make the other two works before I take them away, um, and then, yeah. Alright then. Thank you. Yeah. Yeah. Bye bye. Bye bye.
07:00
Speaker 2
Yes. Alright. Thank you so much for calling Linksys. Take care.
07:00