V2 Rubric Detail — 6a11bcb8-7c68-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:05
Duration
21m 18s
Contact
Mumen Reja
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136680
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.6% (+23.6)

V2 Grader Summary

The agent kept the call under control and ultimately got the booster back online, but used an incorrect 5‑press reset method for a range extender and provided some inaccurate technical guidance. While the issue was resolved, the resolution path and technical accuracy were not fully appropriate, leading to partial marks on troubleshooting and accuracy indicators.

V1 Case Analysis

Customer reported red-light child node (Velop) not pairing. Agent did not confirm model, gave conflicting reset instructions (5-press vs. factory reset), and diverted to account email change. Node briefly turned blue but issue not resolved. No valid closure path established.

Troubleshooting Steps
  • Confirmed main node status (reported as solid green).
  • Instructed 5-press reset on main node to trigger pairing.
  • Guided power-cycle of both nodes (10-second off/on).
  • Advised factory reset (hold reset until LED off) when pairing failed.
  • Observed LED changes but no confirmation of stable connection.
Key Observations
  • Agent never obtained the product model number, which is critical for correct LED interpretation and troubleshooting (e.g., Intelligent vs. Cognitive Mesh).
  • Provided contradictory instructions: 5-press pairing (correct) followed by full factory reset (incorrectly described as holding until LED off).
  • Diverted to change customer's account email, which was unrelated to the device issue and wasted time.
  • Incorrectly interpreted LED behavior: claimed node was 'connected' when it briefly turned blue, but it cycled back to red, indicating failure.
  • Customer never confirmed stable internet or device connectivity — resolution not validated.
  • Agent misrepresented the factory reset procedure: KB states hold for 10–20 seconds until light changes, not until LED turns off.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Correctly initiated 5-press pairing method for the parent node, which is valid for Intelligent Mesh devices.
  • Attempted to monitor LED changes and guide the customer through power-cycling.
Agent Errors / Gaps
  • Did not obtain product model number before providing troubleshooting steps — a critical protocol failure.
  • Provided unrelated account-email change instructions during device troubleshooting, derailing the call.
  • Gave technically inaccurate factory reset instruction: KB states hold for 10–20 seconds until light changes, not until LED turns off.
  • Misinterpreted LED behavior: flashing red on Intelligent Mesh child node means disconnected, not 'trying to recognize' as claimed.
  • Failed to validate resolution: no confirmation of stable connection or internet access.
  • Contradicted KB by mixing 5-press pairing (correct) with factory reset (incorrect procedure description).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms resolution: 'okay excellent thank you very much for this thank you very much I really appreciate the help' after agent states the node is connected and can be relocated.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent walks the customer through power‑cycling, a 5‑press reset, and waiting timers, but skips several standard extender steps (e.g., proper factory reset, checking power supply).
R3 Not Met Correct resolution path conf 94%
Agent uses the 5‑press reset/pairing method that applies to Velop nodes, not to a Linksys range extender – an incorrect resolution path for the product.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identifies red light symptom and checks main node status, but fails to ask for extender model, power source, or Ethernet connection — critical omissions for accurate diagnosis.
T2 Not Met Appropriate tools / resources used conf 92%
Agent applies 5-press pairing — a tool valid for mesh nodes but not range extenders — which is inappropriate and unnecessary; correct tool (10-second reset) was skipped despite being required.
T3 Not Met No misinformation conf 96%
Instructions to 'press reset five times' are technically incorrect for a range extender; KB states factory reset requires 10–20 second hold (universal_factory_reset.md).
Communication
C1 Met Clear & professional language conf 90%
Agent maintains a clear step‑by‑step flow, tells the customer when to wait, and keeps the conversation moving toward a solution.
C2 Partially Met Confirmed understanding conf 82%
Agent uses some technical jargon (“child node”, “reset button five times”) and does not consistently check the customer’s understanding, though the language remains understandable.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent never transfers the call and stays on the line until the issue is resolved.
O2 Met Proactive follow-through conf 94%
Agent sets clear next steps (reset, wait 10 seconds, wait three minutes for pairing) and confirms the outcome before ending the call.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 78%
Agent is polite but does not explicitly acknowledge the customer’s frustration (“I know exactly how to fix that” without empathy).
X2 Partially Met Tone & rapport conf 80%
Agent maintains a procedural tone; does not fully adapt to the customer’s confused state (repeated requests for email, serial numbers).
X3 Partially Met Overall experience conf 84%
Customer is asked for serial numbers and email address multiple times, adding unnecessary steps and repetition.
Call Transcript32 turns · 34 lines
Speaker 1
Hello? Hello? Hi, I'm just calling regarding my internet booster. Yeah, just a week ago, I guess, around a week ago, my booster stopped working, so it just keeps on showing red. I've done everything, like online, I've followed everything we say there, um, you know, brought it downstairs next to the main router, and I've done everything. I've tried to connect it. I've downloaded the app as well, done everything, but it still shows red. It did change today for a while, and then it's kind of gone back. So I just want to know if I need to get a new booster or...okay. Yeah, I just I don't know what to do.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Mei. Hello. Uh-huh.
00:00
Speaker 1
as I was connecting the app or what not even my phone it doesn't connect um it doesn't help me set up the node and everything so I don't know what to do now so yeah all right thank you very much here and yeah basically near literally next to it basically yeah yeah. No, it's the main node is working that's fine. That's solid green. You know, it's working color. You see. Yeah. Yeah. Yeah. Five times. Yes. So I hold it? Do I hold Just press it Yeah? Okay, okay, excellent. Okay, let me do that.
01:00
Speaker 2
Okay. No problem. You have me on the line now, and I know exactly how to fix that. You need to place it first right beside the main node. You're welcome. Is it nearby the main node? Great. And I need to, I mean, can you like tell me the main node, is it still solid blue, the color and top? Okay, good. On that main node, the one that is working fine, kindly press the button, reset button five times. So press, release, press, release, press, release five times. No need. Just quick press. Press, let go. Press, let go five times.
01:00
Speaker 1
If I've done it. [silence] has still shows green. So it's flashing red, and then it became orange, and then it became green. [silence] The child node is blinking red.
02:00
Speaker 2
All right. So it will just quickly blink and it'll turn back to solid blue and the child node should start flashing. Okay. Good. And the child node, is it blinking right now? [silence] I mean the booster. Mm-hm.
02:00
Speaker 1
Yes. OK. I'll scan a little bit. Let's say your number. Um, serial number is Uh it's very long, isn't it? Is it one right? Yep. Um, 30 S 20 M for mother 37 B 0 1692. Excellent. Yeah. That's correct.
03:00
Speaker 2
Awesome. Okay, it's trying to pair now, which will take three minutes. I'll just start the timer here. And while it's pairing, I need the serial number of your main node. It is. Okay, that's A30-Sama-Mike-37-boy-0-1-6-9-2. Is that correct? Okay, good. And second.
03:00
Speaker 1
That's the email, but I think that's, that's my, the link to my mother's one. So I think she's lost that. I'm not a hundred percent sure. Is it possible to change it? Yeah. Is it possible to change it to my email? Yeah? Yeah. So M for mother. So Moomen, resha, R-E. So M for mother, U, M for mother again, E for earth, N for night, R-E-J-E. So Moomin Reza together at gmail.com. Uh, R, E, uh, Gmail, yeah, G, M, A, I, L, yes. That's it. A for alpha, yeah.
04:00
Speaker 2
I was able to pull up an account here, is this your active email that's gonna be Rana bigum 546 at gmail.com? Is this okay? Got it. Can I have the active email instead? Yah you can. What's your email? Okay at gmail.com. So it's gonna be Raj for Jack A for Alpha at gmail.com, right? Um after
04:00
Speaker 1
Sorry, uh, is that the front part you're talking, uh, the beginning part you're talking about that name? So, Momen, Momen, Reza, yeah, M-U-M-E-N-R-E-J-A, yeah. Um, uh, just these two names, yeah? Momen and then Reza, yeah? That's my son, yeah? Yeah, that's it, that's coming from you, but yeah.
05:00
Speaker 2
the R for Robert. Is it A for Apple? and then J for Jack. A for Apple dot gmail dot com? Mm-hmm. So it's a M- Mm-hmm. Oh, okay. Got it. What will be the first and last name for this account? Yeah. Okay, got it. Thank you. And who's your internet provider? Is it community fibers? Okay. Mm-hmm. We still have 10 seconds left. It should be solid blue by now. What's the color?
05:00
Speaker 1
so on the main mode, the main router or the main thing is green and on the the baby one, so the booster is still flashing red. Yeah. Sorry, say that again. eight just. just to yeah, just to. Yeah. um, unfortunately we don't. Um, Yeah. Switch off, yeah, okay. So switch off the main node, right.
06:00
Speaker 2
Okay. It's already beyond the threshold and it's still blinking red right now. Do you only have two link this device in total? Just two? How many? How many links have you got there in total? Okay. If that's the case, do you have extra ethernet cable or? That's okay. So, you can switch off this child node instead. Go ahead and switch it off and then after, you need to switch off as well the main node for 10 seconds only and you can switch it back on after.
06:00
Speaker 1
Okay, let me just do that. Yep, done. So do I wait for 10 seconds? Yeah. Should I put it back on? Oh. And It is blue right now, but yeah, just wait.
07:00
Speaker 2
Yes., 10 seconds only, and you can turn on the main node only after. Turn it on now. And wait for it to blink red before you turn on the child node.
07:00
Speaker 1
Well, what does the blue color mean? Is it loading? Oh, okay. Yeah. Yep, it's blinking red now. But it just changed blue now. Do I just wait? Yup. Okay. Sorry. Um. [silence] Sorry. Um. Sorry. Sorry. Um. Sorry. [silence] Sorry. Um.
08:00
Speaker 2
Okay. You may now turn on the Scheld node. To turn on the Scheld node.
08:00
Speaker 1
ye it's just red now blinking red okay so does it connect by itself or yep okay OK, yeah. So the main mode is the green right now. Yeah. [silence]
10:00
Speaker 2
That's good.
11:00
Speaker 1
Yeah. it's still flashing red. So I hold the reset button until the light is orange or no? [silence]
13:00
Speaker 2
Is it still flashing? Okay, timing is up, we have to reset that node now, so press and hold, its reset button, only let go when the light on top goes off or no light at all,
13:00
Speaker 1
Oh no light at all. Yeah. Okay. No light at all. Yeah. Okay. Yep. I'll lay it off now because because I took my hands off the because there's no light. Their I think they're blue color now.
14:00
Speaker 2
Okay, let go.
14:00
Speaker 1
No, it's not, it's just, it's blistered. Yeah, the shelf and solid blue. Yeah. flashing blue. Oh, it's red now, it's just. It's just changed to red. Okay. Okay, so I'll press that five times, yeah? Yep, done. [silence]
15:00
Speaker 2
is staying solid blue? The child node, okay. Okay, go back to the main node and press its reset button again five times. Press, release. Press, release.
16:00
Speaker 1
Yep, the side node is flashing red now. That's fine. There's a three minute, so. Ah, what does the flashing red light mean? What does it? OK, I see.
18:00
Speaker 2
Okay thank you, I'll start my timer here again. I'll let you know once it's done. Yeah three minutes again. When the child note starts flashing red, that means it's trying to recognize the main node. Just hang tight bear.
18:00
Speaker 1
Just, uh, it's green now. Oh yeah, it went back to red now. Yeah, it went back to red. It's flashing red now. And it turned green now. Okay. Yeah. So, do I keep this in this, uh, position for now, or, can I take it upstairs? Yes. Yes. Ah, okay.
20:00
Speaker 2
Okay. It will go back to red, but it will lit up again blue. That's the sign that it's totally connected. Okay. That's already connected now. You can relocate the child node back to it's original location since it's already online. You can relocate the node now because it's already connected. The reason why it needs to be closed for the meantime to the main node is for setup purposes, but since it's already connected now online you can transfer it back to implementation. All you
20:00
Speaker 1
all right yeah. okay. okay excellent thank you very much for this thank you very much I really appreciate the help. thank you thank you take care. okay bye, bye, bye.
21:00
Speaker 2
need to do is to power it on and it will just boot up again, three minutes max, but no need to do anything. it will go back to solid blue. you're welcome. you take care then. bye bye.
21:00