V2 Rubric Detail — 680b3f84-7ee3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:50
Duration
25m 20s
Contact
715-409-6724
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136919
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall88.5% (+10.5)

V2 Grader Summary

The agent correctly diagnosed and resolved the child node pairing issue using proper Velop procedures, resulting in a solid white light and confirmed connectivity. Technical accuracy and ownership were strong, though communication flow and empathy were slightly limited. No critical failures occurred, and resolution was fully achieved without escalation.

V1 Case Analysis

Customer reported weak signal on a Velop Pro 6E (MR7500) child node showing solid blue LED. Agent instructed to move node within 3–6 ft of parent, press parent Pair button for 1 sec, and wait for child LED to turn solid white. Node achieved solid white status; issue resolved. Ticket: LTS Warrington 00136919.

Troubleshooting Steps
  • Confirmed LED states on parent and child nodes.
  • Asked for node placement distance and instructed to move child node closer (3–6 ft) to parent.
  • Guided customer to press the Pair button on the parent node for one second.
  • Advised to wait for child node LED to change to solid white.
Key Observations
  • Agent provided accurate technical guidance aligned with KB for MR7500 (Cognitive Mesh) pairing procedure.
  • LED interpretation (solid blue = ready for setup) and pairing steps were correct per led_intelligent_mesh_consumer.md and velop_child_node_setup.md.
  • Call efficiency was reduced by prolonged silences, repeated clarifications, and delayed model confirmation.
  • Agent did not confirm long-term stability of the fix before closing, leaving resolution confidence at medium.
  • Warranty status was not discussed, but the system's age and lack of replacement/RMA discussion suggest out-of-warranty status.
Positive Highlights
  • Provided correct LED interpretation and pairing instructions for Velop mesh, specifically using the Pair button method for MR7500 (Cognitive Mesh).
  • Accurately guided the customer through repositioning and pairing steps per KB guidelines.
  • Demonstrated patience and empathy throughout the troubleshooting process.
  • Recorded customer contact details and provided a ticket number for reference.
  • Explained potential causes of disconnection (e.g., power outages) clearly and accurately.
Agent Errors / Gaps
  • Did not confirm product model number early in the call, leading to confusion and inefficiency.
  • Excessive silence and lack of clear pacing reduced call efficiency.
  • Failed to explicitly verify that the fix remained stable before closing the case.
  • Did not discuss warranty status or support eligibility, missing an opportunity to clarify next steps for potential future issues.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed child node solid white and told customer they could relocate it, indicating resolution.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through logical steps: distance check, reset duration, pair-button press, waiting, and verification — a meaningful troubleshooting sequence.
R3 Met Correct resolution path conf 96%
Agent provided best-effort troubleshooting for an out-of-warranty node, explained power outage as common cause, and created a ticket for follow-up — no dismissal based on warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (solid blue on child node, weak signal), asked about distance and reset duration, and isolated cause as pairing failure post-power outage.
T2 Met Appropriate tools / resources used conf 94%
No tools were needed; agent correctly used verbal guidance and pair-button method appropriate for Velop node pairing.
T3 Met No misinformation conf 98%
All instructions matched KB: move node 3–6 ft, press pair button once for 1 sec, interpret blinking white as pairing in progress, reset only if red/blinking red.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but call had multiple long silences, overlapping speech, and disorganized transitions (e.g., asking for model number after starting troubleshooting).
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated key actions clearly (e.g., 'press once for one second'), and adapted to customer’s pace and comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case end-to-end: stayed on call, collected contact info, created a ticket, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 83%
Agent advised observing for 24–48 hours if issue recurs but did not set a proactive follow-up time or confirm callback expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact. No handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 and successfully resolved.
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 81%
Agent was polite and professional but did not explicitly acknowledge customer frustration or prior failed attempts beyond basic courtesy.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, checked understanding, and used calming tone even during extended silences.
X3 Partially Met Overall experience conf 80%
Customer had to search for model numbers and repeat information; agent could have structured data collection earlier to reduce effort.
Call Transcript41 turns · 46 lines
Speaker 2
Welcome to Linxis Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance while waiting. You may also visit support.a-linxis.com for more information about your product. [silence]
00:00
Speaker 1
That is better. Okay. I guess I can read it good enough here. Yeah, thank you. Hi, this is Jim. I've got a, a Linksys Velop Pro 6E system. It's approaching three years old and one of our child or pods that we have in a remote area is very weak in signal. Do those kind of wear out over time? Or is there something that we can look at that I haven't found on the internet for trying to reset it? [silence]
01:00
Speaker 2
Thank you for calling Linux. This is Shar Jan. How can I assist you with that today?
01:00
Speaker 1
Okay. We did that. And we also switched, uh, the, uh, cords between one of the nodes and one of the, in the bad node, and it seemed to help some. But it didn't help completely. Uh, what we've got is, um, we've got a blue light, which is steady on the one node, and the the other two nodes, the one that's hooked up to the modem and the other one that's in a remote area are both white, which they're supposed to be. So it kind of led me to believe that maybe this one node is starting to fail. Does that happen periodically?
02:00
Speaker 2
Not too close to the other node, but like about thirty to sixty feet away from the other node. Mm hmm. we're going to be, hi, I'm, I'm, mm.
02:00
Speaker 1
Yes, correct. Let me look model number. Is that you know I have not checked. Let me look at the one in the living room here. It's right by my computer. Can you hang on just a moment please? Thank you. This is the one that I forgot.
03:00
Speaker 2
But do they have the same model number with your two nodes? Uh-huh Yes, Marie.
03:00
Speaker 1
Oh, we lost her? No. Oh. Okay. there's a call coming in, huh? Yeah. uh... well, I can't read it. Okay. uh... You got the macroscopic one, Sandy? Yeah, I'm just looking for the four, two, C1. It's the last number. Yeah. You have one number and you have one number. no, the model number, that's the MAC address, I believe. Oh, it's... six, nine, one, A. seven, eight, four, two, C1. Okay. uh. Uh, I don't know about the other one. You know one of those, Sandy? Yeah, it's. Okay. Do you still have a minute? I can run into the other room and look up. [silence] Uh, the camera. Uh, If I could just meet with them again? Yeah. uh, As soon as we do that, just let us know. Uh. Yeah. When's the best time to talk to them? [silence] Uh. Yeah, we won't be able to talk to them today. Can we talk to you tomorrow? Yeah. I will do it, then I will call you back. Okay, thanks. I'll talk shorter. Okay. Bye. [silence] Can you bring it in? okay yeah my wife is going to go grab it right now yeah it's just been kind of peculiar we had a power outage and everything booted up but then uh when we were out in uh where that other node is uh it turned red all the time we reset it several times unplugged it moved it to different locations then we moved it to this location and like I say we have a solid blue light but we don't seen to get the white light on.
04:00
Speaker 2
yes. you can try to check the model numbers okay. let's try to check if they have the same model numbers. okay. all right. so the one that has a our stamp of child is with the blue light status. is this the one that have a fixed signal?
05:00
Speaker 1
Yes. Yes I did, correct. And I also tried to I'm sorry, go ahead. I from what I read on the internet, we were supposed to hold it anywhere from 10 to 30 seconds. So we tried it at various intervals, we tried it at 10 and then we tried it at 30 seconds and then we actually went a little bit longer and it still didn't clear it up where we had that no at at at for let's say two years. So then we brought it into the living room here and we tried it. It was still red. We switched the cords and it turned blue. So
06:00
Speaker 2
All right and they you mentioned that you pressed the reset button how long did you held I apologize for cutting you off sir just I just want to ask if how long did you held the reset button
06:00
Speaker 1
My thought was maybe it's in the cord. Okay. Believe it's about 40 ft because the house is roughly 40 ft long. And before that I'm sorry go I'm sorry go ahead. And and you would like us to move it then or okay. Just a moment and I will do that.
07:00
Speaker 2
oh I see. But let's um isolate this one and let's double check it. All right. So Sir this child node Sir with the blue light status on top. How far is it from the parent node right now or to the main node? uh huh. Can you move with- uh huh. Yes. Oh yes, go ahead. Go ahead. um yes, you need to move it closer to the domain node, like about three to six feet away Sir. You need to plug it in closer.
07:00
Speaker 1
as close to the other one. Are you gonna do it anymore? Yeah. [ silence ] It's pulled through. You can unplug that and pull up. Yes, you plug it and pull it through All right. You're not. [ silence ] Uh, And you can't pull through that rope. that pull to this. flying right here. L will be the same show. I'm doing it right now. Okay, give it a couple of minutes and it should be reset. I'll let you know.
08:00
Speaker 2
Mm-hmm. Mm-li-ute three to six feet, right? Select the path that you would want to use to connect or also you provide can you provide a spiral number of this trial node. [silence]
09:00
Speaker 1
The, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, on the node? M. is f. M. 0824. [silence] It's called Norvado. and they have a very reliable system. It's one of the best ones we've ever had. Yes, correct. And I can check the status right now if you'd like me to. I will do that right now. One moment. [silence] [silence]
10:00
Speaker 2
got that. Thank you so much. And also may I know who is your internet service provider, sir? Okay, Nervatic. Okay. So only this child mode is not working properly. So you already plugged in the child mode, right? Yes. What's the light status? Kind of check.
11:00
Speaker 1
OK. OK. That one is still a solid blue color and it's only four feet away from the parent one. [silence] between the reset and the power. OK, one moment, please. OK.
12:00
Speaker 2
[silence] It's properly receiver since the light status is solid blue and it's all ready for setup mode. So, the next step you need to do is sir, kindly press the pair button of the main node, the one that is connected to your modem, once for one second. The big button in between the reset and the power. Yeah, press it once for one second.
12:00
Speaker 1
okay the parent one is still flashing after uh pushing that button for one second
13:00
Speaker 2
And how about the child node? Is it blinking also?
13:00
Speaker 1
Oh, that is still solid blue and the parent is still flashing white. Okay. Now, on the child mode, it is flashing white. So, does that mean that there's a response going on? [silence] Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] oh [silence] oh [silence]
14:00
Speaker 2
Because if it's blinking it means that. Yes, go ahead. All right, that's, okay, so let's give it a minute or two, sir, 'cause the child node might response to that. All right, So it means, yes, there's a response. It means that they are now communicating to each other. Okay, so let's just wait here for about three to five minutes after they are done communicating to each other. And if it's successfully connected, the light status of the child node should change to solid white, just like the two nodes that you have.
14:00
Speaker 1
Okay. Yeah, this is something that I didn't uh find in my searches, so I appreciate your help with this. Okay. [silence] Okay.
15:00
Speaker 2
you're welcome. so in case this happens again sir that the light status of your child node will go to a blinking red it means that they are disconnected to the network. um what you need to do is you can unplug the child node and move it closer to the main node like about 3 ft away and wait for 3 minutes until the light is stable. and if there is no issue on that the child the child node light status should change to solid white after 3 to 4 minutes. but if the child node um is disconnected or like um it's rebooting then the light status will stay blinking red.
15:00
Speaker 1
Oh, okay. Okay. Okay. Is this a common problem that you've found over time? Or is this just kind of one of those things that happens?
16:00
Speaker 2
and and if the light is still blinking red, then that's the time you will reset the child mode. Like you need to press and hold the reset button until the light went off and release once the blue light is showing, and wait another three minutes until the light is stable or solid blue. Because the solid blue means it's ready for setup mode. And once once it's solid blue, then that's the time you will do the um you will press the pair button on the main node. The one that you did earlier, press it once for one second. And wait for them to communicate.
16:00
Speaker 1
You talk about things and you just need to set the set it, after a, power outage. That's right. I see. Okay. All right. All right, now I can give you an update. The parent node is solid white, and so is the uh, child node. Okay. Okay. And then would you like me to move it to that remote location again?
17:00
Speaker 2
Yes, it's it is a common one. If there is a power outage or any like software update from your internet service provider, your child node will be disconnected. Only your main node is connected since it is wired directly to your modem. I see. All right, so let's wait for a minute just to confirm it will stay solid white. Yeah, afterward, if the light is stable,
17:00
Speaker 1
What do I need to do that? and I will do that for you. The one in the living room is our one, too. Oh, the white, too. Okay. All right. Sure. It's J I M - H E L L N E R@ g mail.com. This is the best one to call, yes. Okay. All right.
18:00
Speaker 2
All right. And also, sir, while waiting, kindly provide also your email address. Got it. And your phone number is 715-409-6724. Is this the best phone number that you have? Yes. Thank you so much for the confirmation. So let me create a quick record for you here. So just in case you will contact us back then, you already have a record. Right. Can you tell me sir? What's the light status? Is it still solid white? All right. So, yes, you may relocate now this child node to the area you want to relocate it. All right. we are from offline fair from the Philippines yes sir Yeah. Because it's summertime, right? Already...no we're not so right now we have a raising weather sinisters a storm tropical storms right now. [silence] [silence]
18:00
Speaker 1
Hey, a storm that went through, um, the Pacific there. And everybody okay where you are? Okay. Okay, great. I'm gonna go ahead and close this out. Did I say nothing wrong? A, it's still blinking blue, so as soon as it stops that, I'll let you know. Mhm. Is our system getting to the age now where we can almost expect to have to replace it, or will this last for quite some time yet? On average. And. more questions for at least an hour. Because it takes at least an hour in terms of a minimum. And plus if we go over beyond that, that's fine too. Yeah. Um [silence]
21:00
Speaker 2
Mm-hmm. I guess we're okay from where we are located. It's not that bad. Mm-hmm. All right. So, yes, because it's still starting up since you just plugged it in. Okay, let's see here.
21:00
Speaker 1
Oh. Oh, really? Okay. Great. Okay. Okay. The node is solid white now. And it did do that before. It was. It was white for a while and then it had turned red again before I had called you.
22:00
Speaker 2
It will still last there, since it's the newest router that we have. It's the latest. Yeah. Second to the, I mean, second to the latest. Yeah. Solid white. So let's just wait here for a minute just to confirm it will stay solid white because it might change to solid red or blinking red, then go back to solid white. Just to confirm that it's stable. Yeah. Yeah.
22:00
Speaker 1
Yeah, I think we're still good. Yes. Okay. Okay. One moment, I'll grab my pen. I am ready for that.
23:00
Speaker 2
tim labels or timestamps. If there is silence or no speech, output only: [silence] All right. So, is it still solid white? All right, so it means that it's it is now connected to your network back to your network server. And yes, you may observe the connection within 24 to 48 hours. If this happens again, then you can contact us back. I can provide you the ticket number. [silence] Thank you.
23:00
Speaker 1
Okay, I'm going to repeat that because there was a little breakup. E as in Ella, L as in Larry, T as in Tom, s as in Sam, 00136913. I apologize, I did have it written that way. Okay. All right, I think we are good for now. [silence]
24:00
Speaker 2
Alright, so the ticket number, sir, is LTS Warrington zero zero one three six nine one nine. [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] All right, so thank you so much for your cooperation, sir. So is there anything else you could assist with?
24:00
Speaker 1
No, you've been a tremendous help. Thank you very much. Thanks. All right, you as well. Thank you again. Bye.
25:00
Speaker 2
You're welcome, sir, and have a good one, bye for now, and stay safe, always.
25:00