V2 Rubric Detail — 65751640-7b1a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:14
Duration
24m 59s
Contact
Tariq Shikh
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00136269
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall59.5% (+3.5)

V2 Grader Summary

The customer confirmed full system recovery with all nodes online and good speeds, supporting Successful Resolution. However, the agent relied on trial-and-error resets without leveraging diagnostic tools or confirming key states, resulting in Not Met for T2 and X3. Communication was functional but lacked adaptability and empathy under pressure.

V1 Case Analysis

Customer reported parent and child Velop nodes blinking red. Agent guided through power-cycle, WAN cable swap, and child node resets. Internet restored with ~8.7 Mbps downstream. No model/serial captured. Issue resolved.

Troubleshooting Steps
  • Power-cycled modem and router (unplug 30 seconds).
  • Swapped WAN cable to the other port on the parent node.
  • Reset two problematic child nodes by holding reset button until LED turned blue.
  • Verified green/teal status on parent node and checked speed via Linksys app.
Key Observations
  • Agent never collected product model, serial number, or warranty status, violating core support protocol for product-specific troubleshooting.
  • At [11:00], agent incorrectly instructed customer to wait for 'steady red or steady purple' on child nodes — purple is not a valid steady state for child nodes in any Velop model family (Intelligent or Cognitive Mesh). This contradicts KB documentation and is a serious accuracy error.
  • Agent failed to verify customer access to web UI or app before instructing navigation, leading to confusion at [04:00] and [07:00].
  • Troubleshooting lacked structure: no verification after each step, leading to repeated confusion and inefficiency.
  • Despite errors, agent persisted and ultimately restored connectivity through correct core actions: power-cycle, cable swap, and node reset.
Positive Highlights
  • Agent correctly identified and executed core troubleshooting steps: power-cycling modem/router and swapping WAN cable.
  • Correctly instructed customer to reset child nodes by holding reset button until LED turned blue, aligning with KB guidance for Intelligent Mesh models.
  • Persisted through multiple attempts and ultimately confirmed resolution with customer-reported speed test via Linksys app.
  • Provided clear final confirmation that network was back online and functioning.
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty information — violates core support protocol.
  • Inaccurate LED guidance: advising 'steady purple' for child nodes at [11:00] is factually wrong. Per KB, child nodes do not show solid purple in normal operation — solid purple is only for setup-ready state on parent or standalone nodes.
  • Failure to confirm customer could access router web UI or app before instructing navigation, causing confusion at [04:00] and [07:00].
  • Poor call control: long silences, repeated unclear instructions, and lack of step verification led to inefficient troubleshooting.
  • At [13:00], agent instructed customer to click 'add wireless child node' despite nodes already being part of the network — this is unnecessary and could cause confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes are up, connected to the Velop network, and speed is good: 'They're all up now... I'm connected... speed good'.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power-cycle, cable swap, and node resets but skipped key diagnostics like checking WAN link status or running a speed test before concluding.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting (hardware resets, UI steps) appropriate for an out-of-warranty mesh system without prematurely escalating or citing warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified blinking red LEDs and attempted reboots/resets but did not ask about modem status, verify internet at WAN side, or logically isolate failure domain before acting.
T2 Not Met Appropriate tools / resources used conf 90%
No evidence agent used admin dashboard data (e.g., internet status, WAN speed) to guide decisions; instructed customer to click 'Add Wireless Child Node' without first confirming system state via tools.
T3 Partially Met No misinformation conf 85%
Correctly instructed reset procedure (hold until blue) per KB, but told customer to 'do not click anything, just leave the page' during pairing — not a documented procedure in any provided KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had multiple long silences, unclear transitions (e.g., sudden shift to 'report' page), and repetitive prompts, indicating weak control.
C2 Partially Met Confirmed understanding conf 75%
Used simple language but failed to confirm understanding after complex steps (e.g., 'click done adding child nodes' — customer showed confusion); did not adapt to customer’s repeated connectivity issues.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed all troubleshooting steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 80%
Gave vague timelines ('wait two more minutes') and no follow-up commitment; next steps were implied rather than clearly assigned with ownership and timing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
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 80%
Agent said 'I'm sorry' and 'thank you', but responses were transactional; no acknowledgment of customer’s frustration with repeated failures or poor phone connection.
X2 Not Met Tone & rapport conf 85%
Agent used a flat, repetitive tone despite customer’s visible confusion and emotional strain (e.g., 'Why is not stable?'); failed to adjust pace or rephrase instructions.
X3 Not Met Overall experience conf 90%
Customer performed all actions (reset nodes, cable swaps, UI navigation) while agent gave passive instructions; no effort to reduce steps or use remote tools to assist.
Call Transcript42 turns · 46 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksy's specialist. Hello? Yeah. sure. Okay. So, uh, make sure you plug the cables are to the same port where you... Okay. So, it's blinking red, the parent note. Okay. Try restarting the parent note and uh... plug it to turn it up and...
00:00
Speaker 2
hello sir thanks for calling back I switched the wire it is still blinking red the main node so yeah yeah I did the same for it yeah yeah same as I think yeah yeah yeah
00:00
Speaker 1
Let's try that again. We'll plug it back in for 30 seconds. OK. That's okay. Not a problem. Uh-huh. I know. It's okay. [silence]
01:00
Speaker 2
Okay. Okay. Okay. I unplugged it and take the power out, and now I'm putting it back. Sorry about my phone connection. It is really bad here. Keeps on getting distant. Thanks for calling. I really appreciate your help. Make me out of the computer too. Should I log back in? Okay.
01:00
Speaker 1
Okay. That's okay, since the parent node is not online. Okay. Give it two more minutes just to see if it stays green. [silence]
02:00
Speaker 2
Okay, it's blinking Red now. I think it's booting. Hopefully it will, the two child nodes that are next to it is also blinking Red. Is that okay? Okay. The parent node turned green, teal. So, okay. Oh, okay.
02:00
Speaker 1
Okay. Okay. Uh-huh. All right. So, let's go back first to the interface. You still have that? Or refresh? Yeah, maybe refresh.
03:00
Speaker 2
Yeah, still green. And the other two are blinking red. Actually, I'm connected to it. Okay, I'm connecting to it now. To the network. Okay, I'm good. I'm good. Did I check the speed now? Okay, on the
03:00
Speaker 1
Okay. [silence] Yeah, router password, use the one that you just created. [silence]
04:00
Speaker 2
[silence] No, I don't. It's on sign on right now. [silence] So what should I do? [silence] router password. [silence] I just value. [silence] The the yes, I remember. [silence] [silence] Okay. [silence] Can't get in. [silence] in this internet connection is down. [silence] Ooh, it yeah, it's blinking red again here. Oh yeah, that's why.
04:00
Speaker 1
Okay. All right. Let's... Let's transfer the cable here at the bottom of the node to the other port next to it. No, sir. At the bottom of the parent node, there are two ports, right? Transfer the table to the other port at the bottom of the parent node.
05:00
Speaker 2
[KEEP_UNCERTAIN] the the blue light and oh the change the cord on the modem? okay okay yes okay I did that. it's bleue, it's red now and the red went back to nothing. bluish is coming back I guess.
05:00
Speaker 1
Yeah, I can hear you. Yes. solid red. Yeah. Okay. Let's wait for it to have a green light. Yes, the Wi-Fi will always be there. sir. [silence]
06:00
Speaker 2
The parent node is red, can you hear me, sir? Hello? Okay, parent. No, it's red. It's all right. But I seem to be connected to my network, my velop network? How is that? But it's . . . but I have a check mark on my iPhone that I'm connected to my parent velop network. How is that possible?
06:00
Speaker 1
Okay. Then, let's go back to the page. Does it show now that it's connected to the internet? Uh-huh. Uh-huh. Uh-huh.
07:00
Speaker 2
Okay, it turned, it turned, uh, green. Okay. Okay, okay, let's see. I log log back in. waiting. No, it says connection is down. It's not down. I just did a refresh on my computer. Yes, I'm connected. [silence]
07:00
Speaker 1
All right, you're logged in. Okay. So, the network status, the first white box, does it show that it's connected to the internet? Two green check marks? Awesome. Let's go back to troubleshooting. It's on the lower left. All right. Then click on
08:00
Speaker 2
Okay. Yeah okay. It's connected. It's waiting. Yeah I'm logging back in. [silence] Okay. What to check sir? Yes two green check marks. Network status is two green check marks. Okay click that. By the way, my phone is connected to my phone is connected to the develop network. Link is that
08:00
Speaker 1
Okay. Awesome. That's okay. Now, yeah, going, going back, we will go to report, click on report. And then scroll down to the very bottom, check the X mark under the, internet table. Okay. Awesome. So I think the cause of the issue is the cable that was used before. Now that it was replaced, it's now under one gig and, as you tested, your phone is now getting 400. So now the child nodes, um, what's the behavior of the light on top of the child nodes. Thanks.
09:00
Speaker 2
Look, But all of a sudden it's awesome. Report. Clicking on report, sir. Yes, good. Okay. It is, it's, it's under one GB per second now. It moved to the right side. Yes, yes, yes, yes, yes. So, so, yes. It's blinking red right now. (slowly and steadily pulsing out red light)
09:00
Speaker 1
Okay. to call this. Reset those child nodes. Reset those child nodes. So, no, you need to press and hold its reset button, keep holding until shows a blue light on top and then let go. Yeah, press and then hold until shows a blue light on top and then let go. Do not unplug. Keep holding.
10:00
Speaker 2
Fiber nodes are still blinking red. So, should I check the other child nodes? I'm, uh, sorry. Okay, just unplug it and plug it back and, uh, okay. Say that again. Should I press the back, press the reset button on it? Okay. Okay. Okay. I'm, uh, okay. I'm holding it. The red light is gone, but it's, uh, I don't, I don't see any light. you know, it's, uh, Children's eyes. And the flashing is still there, but, I don't see any, uh, solid green light. [silence].
10:00
Speaker 1
Uh, yeah, keep holding. No, did it show blue? Okay, uh, let go. All right. Uh, that's the same procedure to the other node, uh, child nodes. I know. No, that's Okay. We'll, we'll do only uh, this two. So, let's wait for the steady red or steady purple for this two child nodes. [ silence ]
11:00
Speaker 2
right now. okay. got it let it go got the blue light yeah okay okay I'm doing it should I do it with the rest of the nodes which are already other nodes also only these two okay okay they are I guess [silence] I guess they are doing booting right now. Yes sir. Okay. Connectivity. Yes. Okay. Okay. I'm on says basic internet setting local network advanced routing administration CA routing set up. Okay.
11:00
Speaker 1
okay. All right, now go to on the page, go to CA router setup. Yeah. And then there's this button that says, add wireless child node, then add wired. What we need is, what we need is the add wireless. You click that once. Then, do not click anything, just leave the page. Do not click anything. And then see if the child nodes responds, like the child node should have flashing light.
13:00
Speaker 2
The the the child notes are steady, ready now. Okay. CA driver setup. Yes. Yes. Yes. Yes. Okay. Click it. Once. Go.
13:00
Speaker 1
I know. I know. That's okay. Just still for now. Okay. Okay. All right. That means that they're responding to the setup. So let's give them five minutes. Those should have steady blue or steady green afterwards.
14:00
Speaker 2
uh, uh, no, they're, uh, both green right now. Should I check the others, which are far away from me? Um, just these two, uh, right now. Okay. Uh, uh, uh, the, the, uh, add wireless child nodes, um, uh, when it became gray, and now it became, um, it came back again, but it's not showing anything. So, and the child nodes are blinking red both now. Uh, they're, uh, started blinking. Okay. Um, um. Okay. Still blinking red linksys has not developed anything to enhance their cell signal in the house.
14:00
Speaker 1
Maybe from other brands. Yeah. You're not using Wi-Fi calling or what do you use? Uh huh. Interesting. OK. All right, going back to the child nodes, what do we have?
16:00
Speaker 2
Oh. Okay. Okay. I need that badly. I do. I do a chance to say my Wi-Fi calling is enabled. Yeah, it's enabled. I guess that's how I'm talking to you, because I have only one tiny bar on my cell phone. Otherwise, it's ridiculous in here. Blinking one is blinking red one is steady red.
16:00
Speaker 1
Oh. Okay. Let's give them two more minutes. Okay. [silence] by the way on the going back to the page yes you need to click okay yeah you need to click done adding child nodes on the page you need to click the don't adding child nodes yeah all right no just hit okay yes okay all right now let's open the link to the ad on your phone Probably the other child, yes. So, yeah, so here's what I'll do. This child node, these two child nodes right now, you can unplug them and then plug them back to where they were before. Yeah, let's give it a shot.
17:00
Speaker 2
getting router settings okay is six nodes one master one is offline which is in my bedroom my bedroom one is offline in my bedroom should I check that? set Cain became red. Setcain became red, the one childhood is blinking red again now. Why is not stable? The one in my my bedroom was [silence]
19:00
Speaker 1
Yes, unplug them, plug it back. everything there you need. If it's green, that should be okay. Try to close the app and then reopen it. Try to close the app and then reopen it.
20:00
Speaker 2
was green. But now I think it's it's should I unpluck it and plug it back in? So that's green. Oh, okay. And that's it's already clean. I think the one just went offline. That was the one I brought it here here in the front. They they all three then why this is saying one is offline. I'm sorry? Say that again, sir. okay time logging back in.Silence
20:00
Speaker 1
Okay, so look for that note that has that number.
21:00
Speaker 2
okay and still has showing red one node which one I'd yeah same door with a last number is 646. Okay. Okay.
21:00
Speaker 1
[pause] Okay. Okay. Okay. All right. Then that's good. Uh, yeah, sure. Just a.
22:00
Speaker 2
I've been switching around so I don't know which node is this. So I have to go check in the basement. Can I leave the phone here? Oh. They're all up now. They're all up. Yeah. It's all up. So, so should I check the internet speed on the on the Linksys app? Ping is 2ms. Why is that? They were doing so good just now. [silence]
22:00
Speaker 1
So how fast? 8679. Okay. Alright. That's because of the cable earlier. Okay. Check the the check
23:00
Speaker 2
strange oh this is very good it's 8 67 9 36 wow oh 9 37 upload it's this would be no no no no oh one second I'm not connected to the connected to the modem let me check now so but if I'm checking it on the the link is it will check the yeah nice B5
23:00
Speaker 1
Yes. It should be. Yes. Mark. You very much welcome sir. To you as well sir. I'm sorry oh, you're very much welcome.
24:00
Speaker 2
Yes. Yeah, it's, it's fine. I'm, I'm connected to the Linksys. So I think it's okay now. Right? So just put the notes back. Okay. Thank you, sir. What's your name? Mark. Really appreciate it. Thank you very much, sir. You've been a great help. God bless you. Okay. Thank you. I'm sorry. Oh, thank you very much. Okay. Thank you. Okay. Bye-bye.
24:00