V2 Rubric Detail — 6796b6c8-68d1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:46
Duration
16m 56s
Contact
Christopher Carroll
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall63.0% (-3.0)

V2 Grader Summary

The agent correctly applied the 5-press pairing method (R3, T3) and maintained ownership (O1), but failed to confirm resolution (R1) or demonstrate empathy (X1). Troubleshooting was incomplete (R2, T1) and lacked tool use (T2), though no critical failures occurred. The outcome remains a partial resolution due to unresolved connectivity confirmation.

V1 Case Analysis

Customer reports mesh nodes unpaired and no internet after power outage. Agent instructed power-cycle of modem and all nodes, then guided 5-press reset on parent node to re-pair children. Email with troubleshooting guide sent. Model/serial/warranty not collected.

Troubleshooting Steps
  • Power-cycled modem and all Linksys nodes (modem first, then parent, then child).
  • Guided customer through the 5-press reset method on the parent node to trigger pairing.
  • Advised repeating the 5-press method for each remaining child node.
Key Observations
  • Agent did not collect model number, serial number, or warranty status — a critical protocol failure for troubleshooting calls.
  • No empathy statement was offered despite clear customer frustration and repeated complaints about system failure.
  • Agent skipped WAN/ISP verification before troubleshooting mesh nodes — a key diagnostic omission.
  • 5-press reset method was correctly explained and aligned with KB for Velop series.
  • Agent sent a follow-up email with detailed instructions, providing a self-help path.
  • Call ended without verifying if internet access was restored or nodes were fully paired.
Positive Highlights
  • Accurately identified and explained the 5-press reset method for adding child nodes, consistent with KB.
  • Provided correct power-cycle sequence (modem first, then parent, then child).
  • Correctly advised that the parent node can only pair one child node at a time (KB-aligned).
  • Recommended web browser interface over the app, which is accurate given known app limitations.
  • Sent follow-up email with video tutorial and step-by-step guide — valuable self-help resource.
Agent Errors / Gaps
  • Missing collection of essential device information (model, serial, warranty) — violates core protocol for troubleshooting calls.
  • No explicit empathy or acknowledgment of customer frustration — violated Angry Customer Protocol.
  • Did not verify modem/WAN connection before troubleshooting mesh nodes — skipped critical diagnostic step.
  • Failed to confirm resolution — call ended without verifying internet access or full node pairing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed internet connectivity was restored; customer was told to keep trying the 5-press method after the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power-cycling and the 5-press method, but did not verify modem status, test speed at modem, or check firmware — key steps from KB.
R3 Met Correct resolution path conf 95%
Agent correctly identified node pairing issue and applied the appropriate 5-press method for re-adding child nodes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about LED state and power outage, but skipped diagnostic questions about ISP, WAN IP, or web interface access.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied only on verbal guidance; no attempt to use web interface, remote tools, or request screenshots despite customer’s app issues.
T3 Met No misinformation conf 95%
Agent accurately described the 5-press method, which is valid for WHW/MX/MR mesh systems without a Pair button.
Communication
C1 Met Clear & professional language conf 90%
Agent framed the call, guided steps clearly, promised follow-up email, and maintained control throughout.
C2 Met Confirmed understanding conf 85%
Agent used simple language, avoided jargon, and confirmed understanding during pairing steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and provided complete troubleshooting without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent promised an email with instructions but gave no timeline for delivery or expected resolution time.
O3 Not Applicable Closure confirmation conf 70%
No prior case history was referenced; this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and the situation did not meet escalation triggers (e.g., solid red LED, failed reset).
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s frustration with the app or express empathy for repeated disconnections.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but used a neutral tone without adapting to customer’s evident stress and confusion.
X3 Partially Met Overall experience conf 80%
Customer had to manually reset and retry multiple times; agent could have reduced effort by guiding to web interface sooner.
Call Transcript28 turns · 31 lines
Speaker 1
I've had this Linksys system for almost two years and about 10 days ago or so
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register dot linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your school. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Hi, thank you for calling linksys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
week ago I guess it just completely stopped working and it'll show me that I have internet but it's not actually internet um wild couple of weeks and so I'm just trying to figure out is there a throw it away is the link you know the app is so bad that I can't even really troubleshoot it you know so how do I get is there any help that's possible Yes. Yes you are. Yes. Yes.
01:00
Speaker 2
Let me just go ahead and double check it. Let me just use their phone number and see if I can pull up any records. Can you give me a moment? Okay. Thank you so much. Uh, okay. Here it is. Okay. I'm speaking with Mr. Christopher Carroll. Okay. And your email address is carol.chris@gmail.com.
01:00
Speaker 1
Yes. Uh, yeah. oh, they're all, they're all the same. So one, like there's not a different, there they're all the, yeah. you know? Yeah. Yeah. Yeah, about 10. Yeah, the past two days for sure. I just, I ended up having to unplug it at some point. But it's been longer than that. [silence]
02:00
Speaker 2
bing sister devices. that includes the parent. okay. they... I'm sorry? yeah. yeah. so they have the same look, like it's actually, if you're looking at it at the top, it's look like a teardrop. so right now, since you mentioned that you don't have any internet for the past few days. did I got it correctly? Uh-huh. okay. so right now, can you confirm, Ser Christopher, um what are the LED lights that are showing on the router? [silence]
02:00
Speaker 1
But I just plugged it in. As I called you, as I called you the parent, I plugged the parent one that you said. I plugged back in. It's the one that's Ethernet to the um, it's red. Okay, so I had to. This is where, okay. Let me try to gather them up. for like 30 minutes. So the the one challenge that we do definitely have is that. You know, the app is really bad.
03:00
Speaker 2
modem oh it's red so how about this one sir Christopher con you get the other child nodes or the other language device that you have and put them all together in the same place where the parent node is but just give it some space like maybe three feet away from the parent and then plug them all together so that we can check everything mm-hmm
03:00
Speaker 1
And so sometimes it forces me to remove a node and then reconnect it. I only have four. Yeah, it's been really -the app is really tough to use, really bad. hold on, I'm trying to find one. Oh, I know where it is. All right, so I'm gonna start plugging them in close to each other. Okay. [silence]
04:00
Speaker 2
say, oh. [ silence] yeah so yes at least 3 ft away from the parents [ silence]
04:00
Speaker 1
Oh wait, I got green now, or I mean I'm white now. Parent's late. Um, from the main. Yes.
05:00
Speaker 2
Okay, so you're getting a white L. E. D. from the main router or from the child nodes. Okay, from the main. The main one is showing a white L. E. D. light. So let's just wait for the child nodes. If they are all also showing solid white color, but while waiting for them, Um, sir Christopher, because that may actually take for about two to three minutes. So, um, prior to the problem,
05:00
Speaker 1
Yes. Yeah, so we did have a, uh, the power went out and uh and then but it only was like less than a minute. I mean it was not even not even that like 30 seconds or so and uh and then yeah yeah, everything else came back on normally. My router came back on normally but then the links just I've never been able to connect again.
06:00
Speaker 2
that you don't have in um any internet, Sir Christopher. Um did you experience any power outage or an internet problem from your internet service provider? Mm. Oh okay. Oh. Then after that, they acted up like this. Mhm. Uh, yeah. So if this is just a simple tip, so if you happen to experience it again, um Sir Christopher, uh what you need to do is to turn off all of your links. [silence] So, this is just to refresh, like, you know, their connection, because power outages can definitely affect how they work, because they can actually get confused on where can they connect directly. So, if that happens, turn off the modem, turn off all other Linksys routers, and then after that, wait for at least 15 seconds before you can turn on the modem. Once the modem is up, next turn on the parent, then turn on the nearest child node and so on, so that you'll never gonna encounter this issue. So, how about with this one also, sir Christopher? I'll be sending you an email with some troubleshooting instructions that could might be helpful in the future, okay? That's that.
06:00
Speaker 1
[silence] Uh, okay. Oh. Uh, there is no new app, is there, since this is - is there a new app?
08:00
Speaker 2
So you can just review. It's actually a um video tutorial that you can absolutely check Cuz all of these things that you might actually encounter it's already there on the one specific link. Uh huh Um, no, sir Christopher. There is actually no new app. But there is actually something that is happening on the app right now. So, um, the cloud services or the option for you to access the app remotely or to use the app to access. [silence]
08:00
Speaker 1
[silence]
09:00
Speaker 2
the router remotely. So it's no longer supported. And you can do, really encounter some issues if you are going to use the app. So that's why we highly recommend using the web browser interface of your Linksys device. uh yes. Because, actually, there are, yeah. So ah yeah, I can also send you an email for that one, but, um, just wait for those. I know, uh, sorry, Christopher, because the reason why it's. Actually, a good thing to use the web browsers because there are some features that are not available on the app, and you can only use it on the web browser. So, let me send you, uh-huh.
09:00
Speaker 1
well two of them turned white and three are blue Well I took two of them remember the app told me to to remove and reinstall so I should two of them would be offline right now anyway so I need the browser for that I need to add them back to the network Mhm uh um Yeah two I have two Yes two are solid blue Okay [silence]
10:00
Speaker 2
of three are blue. So let's just wait for it. Oh, okay. That, yeah, that makes sense. So for, uh-uh, so we have the simplest way to do it, um, Sir Christopher. So, the these two child node, are they on solid blue right now? Are they showing solid blue or is it are a little pulsing? Okay. So, let's go to the master node or to the parent node. And I want you to press the reset button not for too long.
10:00
Speaker 1
[silence] the reset button. [silence] Yes. Edit it five times. Red. Oh, okay. So[silence] but in the web browser I can go back and rename them and whatever else that's all in the web thing you're going to send me.
11:00
Speaker 2
OK. Just press it for five times within five seconds. So, press, release, press, release. Press, release, do it for five times. Sure. Yeah, the reset button. So the parent node will start pulsing. That's that actually indicates that it will now start looking for the child node. And then later on, maybe after a few seconds or a minute, those two child node will also start blinking. Oh, output everything here all of the troubleshooting steps that you need. So, Mr. Christopher, the the two child node, are they now responding or are they still staying on solid blue? Oh, they're not responding to the parents. Uh, can you do it? Like press the reset button of the main router, do it for four or five times, so not too fast, not too slow. Press, release. Press, release.
11:00
Speaker 1
OK. OK. What time? [silence] Black read. Blinked white once and then went solid white. And one of them is blinking white now, that's good.
14:00
Speaker 2
Okay, now try to check the two child nodes. Okay. Yeah. So that method is actually what we call the five press method. So that is actually the most easiest and the most convenient way on adding the child nodes. Then after they get added, of course, they will carry directly the Wi-Fi name and password of the main router. [silence]
14:00
Speaker 1
Let me, yeah. Okay, so, if the one is, okay, thank you very much. I'll go look at that in a minute. Um, but you're saying if the one of them appears to be coming on, do I just keep trying the five press method until the other one comes on also? Okay. We just do it again.
15:00
Speaker 2
So, um, sir Christopher, while waiting for that, so, I just sent you the link on how and where you can access the router settings of your Linksys using a different link. And, um, regarding with the troubleshooting steps that you also need maybe in the future, I also sent it to your email directly. So, there, yeah. Uh, yeah, because, but I just also really want to give you a heads up. So, the parent node can only add a child node one at a time. So, yeah. So, just do the process, sor- just, just, [silence] do the process.
15:00
Speaker 1
Thank you so much. Yeah. Uh. OK, cool. It's still blinking white. The one of them. it should be blinking white. Takes a while. OK. So, all right, thank you. So I just leave it and then I'll keep trying the the five press method. Thank you. No, thank you so much. Have a great day. Bye. Bye. All right. Bye.
16:00
Speaker 2
do it again up until all of them will be added and then after that one you can then use or access the router settings on the web browser and check everything from there. So, the instruction on how you can customize your WiFi name and password is also already there on the email. Yeah, that's actually pretty normal. Yeah, that's normal. Okay. You too. Yes. So, would there be anything else for Christopher? You too. Have a good one. Bye for now.
16:00