V2 Rubric Detail — 65d141fe-60f8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 16:05
Duration
19m 51s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132429
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble accessing linksys app

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall83.0% (+43.0)

V2 Grader Summary

The agent successfully guided the customer through recovery using the recovery key and Wi-Fi renaming, advancing the setup significantly. While full internet confirmation was not achieved, the core setup blockage was overcome using appropriate L1 steps. The interaction showed ownership, empathy, and technical alignment with KB procedures, warranting a partial resolution outcome.

V1 Case Analysis

Customer stuck in Velop temporary setup mode after reboot; app cannot detect router. Guided through app reinstall and recovery key reset (02594), changed SSID/password, but no internet confirmed. Model number not captured. No WAN verification performed.

Troubleshooting Steps
  • Advised uninstall/reinstall of Linksys app
  • Guided use of recovery key (02594) to reset admin password
  • Walked through changing SSID and password in the app
  • Prompted to restart Wi-Fi after changes
Key Observations
  • Agent never confirmed internet/WAN connectivity after changes [19:00].
  • Model number was not obtained despite repeated opportunity [02:00–03:00].
  • Agent misidentified Velop LED as solid green when it should be solid purple during setup (per universal_mesh_full_rebuild.md) [04:00].
  • Long silences and fragmented communication disrupted call flow [02:00–03:00].
  • No case number or documentation mentioned during call.
Positive Highlights
  • Agent remained polite and patient throughout the call [01:00, 05:00].
  • Correctly guided use of recovery key (02594) to reset admin password [12:00].
  • Provided accurate instruction to uninstall and reinstall the Linksys app [09:00].
  • Successfully walked customer through changing SSID and password in the app [15:00].
Agent Errors / Gaps
  • Failed to obtain product model number despite multiple chances [02:00–03:00].
  • Did not verify WAN/internet status after changes [19:00].
  • Provided incorrect LED color description (green instead of purple) for Velop setup state, contradicting KB [04:00].
  • Proceeded with troubleshooting without confirming router access or topology.
  • Did not document or reference a HappyFox case number.
  • Repeated filler phrases and unclear instructions reduced efficiency [09:00, 14:00].
  • Allowed call to end without confirming operational closure or next steps.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirms they changed the Wi-Fi name and password and the app eventually showed the network, but ended the call with 'no internet connection' in the app. The mesh was partially brought out of setup mode but full connectivity was not confirmed.
R2 Met Diagnostic thoroughness conf 93%
Agent guided the customer through uninstalling/reinstalling the app, using the recovery key, creating a new admin password, and changing the Wi-Fi name/password — all relevant steps that advanced the setup process from temporary mode toward completion.
R3 Met Correct resolution path conf 91%
Agent pursued a valid L1 troubleshooting path (app reinstall, recovery key, Wi-Fi rename) appropriate for a mesh stuck in temporary setup; no escalation was needed as the issue was resolvable at this level and the agent made a real best-effort attempt.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified the symptom (can't detect router in app), asked about internet, LED status, and serial number, and logically progressed through recovery key and setup steps to resolve the detection issue — demonstrating a clear diagnostic sequence.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not use remote tools or check the admin dashboard, but the issue was resolvable via customer-side app actions; guidance followed documented KB procedures (recovery key, setup flow) which are valid substitutes when tools aren't accessible.
T3 Partially Met No misinformation conf 90%
Agent correctly guided recovery key use and Wi-Fi renaming, but incorrectly referred to a 'solid green' LED on a Velop node (should be solid white/purple/blue); however, this did not derail the resolution.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained presence and gave instructions, but long silences, fragmented speech, and lack of clear framing or timeline weakened call control; still managed to guide the customer through key steps.
C2 Met Confirmed understanding conf 90%
Agent used simple language, apologized, confirmed understanding ('correct?', 'got it?'), and adapted to customer frustration by staying patient and supportive throughout.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and followed through on providing setup guidance until the customer confirmed progress and ended the call.
O2 Met Proactive follow-through conf 87%
Agent provided clear next steps (uninstall app, reconnect to temp network, use recovery key) and remained available throughout; customer completed the actions and confirmed success on key steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was needed — the issue was within L1 scope and the agent made appropriate progress using standard procedures for a mesh setup recovery.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('I'm so sorry to hear that'), thanked the customer, and maintained a courteous, patient tone despite technical difficulties and silences.
X2 Met Tone & rapport conf 89%
Agent matched the customer’s pace, used affirmations ('got it', 'thank you'), and checked in regularly; customer remained engaged and cooperative throughout.
X3 Partially Met Overall experience conf 87%
Customer had to uninstall/reinstall the app and re-enter credentials, which added effort, but these were necessary steps to reset the app state and proceed with setup.
Call Transcript38 turns · 39 lines
Speaker 1
Yeah, hi, I rebooted my velop device.
00:00
Speaker 2
**hello**, thanks for calling **Links is tech** technical support. This is charm. How can I assist you with Lee?
00:00
Speaker 1
system, mesh system. Do you know what that is? Because it wasn't working. So I rebooted it and went into the temporary setup, uh, mode. And so now I'm connected to it in temporary setup mode, but I don't know how to, um, switch it to rename it and set my own password and things like that. Because when I push on the link this app, it says, I can't find the router. Yeah.
01:00
Speaker 2
Yes, sir. And I know it's a problem. Why did you reboot your Linksys router? Oh, I'm so sorry to hear that. And you mentioned that you are connected to the default SSID of this node that you have. If I may ask, sir, is there any internet connection already?
01:00
Speaker 1
well, it, it's, it's working on our devices, so there must be an internet connection, right? so, I think our ipads and our phones are connecting to this temporary setup network, so [ silence ] Okay, the serial number is 20J10C.
02:00
Speaker 2
sill no connection [ silence ] [ silence ] [ silence ] hey [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] can [ silence ] they [ silence ] provide [ silence ] the [ silence ] model [ silence ] number [ silence ] and [ silence ] the [ silence ] serial [ silence ] number [ silence ] of [ silence ] this [ silence ] lynx [ silence ] router [ silence ] sir [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] hello [ silence ] sir [ silence ] yes [ silence ] can [ silence ] they [ silence ] provide [ silence ] the [ silence ] model [ silence ] number [ silence ] and [ silence ] the [ silence ] serial [ silence ] number [ silence ] [ silence ] [ silence ] [ silence ]
02:00
Speaker 1
699 H-03-06-221. Start. PA. You mean the green light?
03:00
Speaker 2
OK. Uh-huh. [not clear] All right. All right. Can I repeat the s number there, sir? Um it's six nine nine because you lied in and out after I say six nine nine. Oh, got it. Thank you so much. And also, sir, uh-huh. Could you tell me, sir, what's the light status of the main node the one that's connected to your modem? [not clear]
03:00
Speaker 1
Yeah, all the green, yeah. Great. It says, oops, something went wrong. We can't detect your router.
04:00
Speaker 2
Alright so it's um solid green. Alright, got it. Thank you so much. One moment here. Alright so when you access the Linksys app there's an error, cannot find a router. Correct? Alright. M I see, right. And if I may add, sir,
04:00
Speaker 1
[silence] I turned it on so I could call you. That's when I'm using that phone to call you. So so if I turn it off, I'll I'll lose this call, right? Yeah, good idea. Yeah, it's 905-339-9068.
05:00
Speaker 2
Does your phone, is it connected to the Linksys router? And did you turn off your mobile data also? [silence] Um, if you're using a WI-FI call, sir, and confirm to me that you're connected to your WI-FI and your WI-FI is working, then it will not be disconnected. However, if you are not connected to your WI-FI, then yes, it will be disconnected. But let's try to kindly provide your phone number just in case the call got disconnected so that they can call you back. Mm-hmm. Mm-hmm.
05:00
Speaker 1
[silence] So, what do you want me to do? Okay, cellular data is off. And your call was going. Were you still there? Again, good. Force it closed and reopen it. Okay. All right.
06:00
Speaker 2
Got it. All right. So, in case this call gets disconnected, sir, I will call you right away in this phone number. Alright, turn off your mobile data, or your cellular data, and make sure that you're only connected to your Linksys router. Alright, and Yeah, I'm still here. Alright. And yeah, kindly first close the Linksys app and then open it again. Yes.
06:00
Speaker 1
That says getting router settings and it's a spinning. Blue circle. Oh, here it comes. it says you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want to do? An existing Or set up a new Again, those are my two choices. up a new. Okay. And then it's a mesh router. Got it. Now it says enable Bluetooth. But I don't think this mesh system has Bluetooth, does it? [silence]
07:00
Speaker 2
Add mesh router setup and you just click setup and you yes you can just enable that once or are you can just
07:00
Speaker 1
It says, I would rather set up without Bluetooth. Should I push that? Okay. And it says, look under your node, take note of the Wi-Fi name and password. I'm already connected to that one, so, next, go to Settings, tap on, find and tap on Wi-Fi, choose network, get, I'm already connected to that. Exit Settings and open your Linksys app. Here I am. Try it now, should I push that? [silence]
08:00
Speaker 2
skip that or click next yes sir next yes
08:00
Speaker 1
Okay, then we're back to where we were. Connect not detected. We won't be able to continue with setup until we can detect your connection to the temporary setup Wi-Fi. But I know it is connected to that. So, that is where I get stuck. That is it. Setup 11B. Okay. Okay. Okay, never mind, I'm doing that. Remove that.
09:00
Speaker 2
All right, which Wi-Fi are you connected to, if I may? What's the Wi-Fi name? [ silence ] All right, so how about this, sir? Kindly uninstall and reinstall the Linksys app.
09:00
Speaker 1
delete app delete thank you for helping me by the way I appreciate it I was not planning on spending my Saturday I was not planning on spending my Saturday morning doing this okay App Store I have reinstalled allow to find devices on local networks yes log in yeah I have a password stored in here is that what you want me use? Oh it gives me both options so which one should I use the email one or okay let's create your router password.
10:00
Speaker 2
Is there an option for you to log in using router password? What I mean, sir, what are the options for you to log in? Is there a router password log in or is it the your email address and password? And the router password.
11:00
Speaker 1
start did I put okay first, look under one of your nodes for the recovery key 0 2 5 9 4 okay 0 2 5 9 4 continue. Now I got to create a new
12:00
Speaker 2
Yes, this can be created on the password. And the recovery center, it should be on the main modem, the one that is connected to your modem. [silence]
12:00
Speaker 1
not the existing one that I have already, but something new. [silence]
13:00
Speaker 2
Yes, please. Yes, something new that it should be your, um, for the admin password. [silence]
13:00
Speaker 1
It says, make your smart home more secure. My shredder can now work with Apple Home app to provide... I don't want to do that. Cancel. Hey, it's working. Uh, it also says new firmware available. Uh right now, I'll do that. Keep the one I have. Okay. Uh it's showing four devices, two nodes. So I stink. [silence] make your smart home more secure. My shredder can now work with Apple Home app to provide... I don't want to do that. Cancel. Hey, it's working. Uh, it also says new firmware available. Uh right now, I'll do that. Keep the one I have. Okay. Uh, it's showing four devices, two nodes. So I stink.
14:00
Speaker 2
you can just keep that one sir skip for now.
14:00
Speaker 1
Yeah. Okay. Now I changed the name and the password. Okay. All right. That will do that. So I can pick any password for this?
15:00
Speaker 2
Want to change the Wi-Fi name and password, sir, you can just click the three lines at the upper left corner of the screen and go to the Wi-Fi settings. And there you. Yes. Yes, you can change your Wi-Fi name and password on that page and just click Save once you're done. And also just to set a proper expectation, once you change your Wi-Fi name and password, your device will be disconnected to your old or to the default Wi-Fi name. And then, no need for you to read, yes, connect it back to the network name that you will uh you will be using or you will be creating. Yes, yes, sir.
15:00
Speaker 1
Okay. All right. And then return, it'll cause your wireless to disconnect. You have to reconnect each device if you want to continue. Yes, I do. It says, restarting your Wi-Fi. Take up to a minute. What's your name? SirYes. Yeah. So, let it restart then I'll try logging in. Do you want to stay on with me for that? Or, are we done? I did, yeah. says, it's restarting my, why? Yeah, it's,
16:00
Speaker 2
Alright, so did you change your wifi name and password already? All right, so did you change the wifi name and password already, sir? All right. So yeah, kindly check. I'm starting now.
16:00
Speaker 1
restarting the Wi-Fi now ... this could take up to a minute, it says. [silence] still says restarting your Wi-Fi, this could
17:00
Speaker 2
Okay. And what does it say on the screen?
17:00
Speaker 1
To take up to a minute, it kind of re-did that now three times, so. But the light is solid. Okay. I'm there. Yeah. Yeah. Showing. It is shining, yeah. Good. Yes it is. Heck.
18:00
Speaker 2
All right, can you go to the Wi Fi? Yes, sir. All right. So yes, sir, can you go to the Wi Fi settings on your phone, go to the settings on your phone and then go to the Wi Fi. I mean, check the Wi Fi list or the name showing. Right. So the Wi Fi list you created, you created it showing already. Right. It means you have successfully changed your Wi Fi name and password. So just connect to that network. So is there anything else that I can assist you with other than this?
18:00
Speaker 1
I'm back on the, back on the Linksys app, and it says I have no internet connection. So, but... So, I'm going to close that app and try it again. I did, yeah. Yeah, there it is. Okay. All right. Thank you very much. Much appreciated. Thank you. Have a good day. You too. Bye.
19:00
Speaker 2
but did you connect your phone sir, to the new network that you created? all right, you're good to go you're very much welcome sir have a good one bye for now
19:00