V2 Rubric Detail — 71a970f4-8061-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 15:25
Duration
19m 1s
Contact
907-227-1140
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00133622
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ 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

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.2% (-16.8)

V2 Grader Summary

The agent provided technically accurate reset instructions but failed to perform deeper diagnostics (WAN status, admin UI verification), took no ownership of the issue, and showed no empathy or adaptation to the customer's confusion. The call ended without confirming resolution or establishing clear next steps, leaving the customer with unresolved mesh node failures and an ownership gap.

V1 Case Analysis

Customer reports Velop mesh child nodes showing red/blinking red LEDs and not joining. Agent guided factory resets but omitted required pairing steps; issue remains unresolved.

Troubleshooting Steps
  • Collected device serial number (39A00102)
  • Requested model number (not obtained)
  • Asked for LED status of each node
  • Instructed to reset each child node by holding the reset button until LED went off, then release when solid blue appeared
Key Observations
  • Agent did not obtain the product model number despite prompting.
  • No guidance provided for required mesh pairing process (5-press method) after node reset.
  • Call ended without confirming whether nodes rejoined the network or guest network was functional.
  • Agent incorrectly implied nodes would automatically rejoin mesh after reset, contradicting KB requirements for active pairing.
Positive Highlights
  • Collected device serial number from customer
  • Provided correct reset procedure for child nodes
  • Confirmed LED status and kept customer informed of waiting times
Agent Errors / Gaps
  • Missing model number collection (protocol gap)
  • Failed to explain or execute required mesh node pairing process (5-press method) after reset
  • Did not set clear next-step verification or confirm resolution before ending call
  • Implied nodes would automatically rejoin after reset, which is inaccurate per KB

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Call ended with nodes still showing solid red and blinking red lights; no confirmation that mesh network was restored or functional.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed node resets and asked for light status, but skipped critical diagnostics (WAN status, admin UI verification, firmware checks).
R3 Partially Met Correct resolution path conf 88%
Resetting child nodes was a reasonable step, but agent failed to verify model compatibility, firmware alignment, or consider a full rebuild per KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent recognized red/blinking lights as error states but did not ask about internet connectivity, admin dashboard status, or prior changes.
T2 Not Met Appropriate tools / resources used conf 95%
Customer explicitly mentioned being on the admin site and having sent logs, yet agent did not access, request review of logs, or use UI/data despite it being available.
T3 Met No misinformation conf 96%
Reset instructions ('press and hold the reset button until the light goes off and release once the blue light is showing') were accurate for most Velop models per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow by prompting for node status and giving instructions, but provided no clear structure, timeline, or summary of next steps.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms but did not confirm understanding or adapt explanations to the customer’s expressed confusion and self-doubt.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent gave no follow-up commitment, did not schedule a callback, and left customer to troubleshoot alone without assuming ownership of the issue.
O2 Not Met Proactive follow-through conf 93%
Only vague instruction to 'wait two to three minutes' was given, with no defined outcome, contingency plan, or timeline for further support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was within L1 scope (mesh node pairing), so escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer’s frustration, repeated effort, or self-described difficulty despite clear emotional cues throughout the call.
X2 Not Met Tone & rapport conf 90%
Agent used a repetitive, mechanical tone without adapting pace or style to the customer’s expressed confusion, leading to continued misunderstanding.
X3 Not Met Overall experience conf 94%
Customer had to repeatedly unplug, move, and report on multiple nodes without agent streamlining or consolidating steps to reduce effort.
Call Transcript26 turns · 29 lines
Speaker 1
Yeah. Hi, my name is Robert White, and I have a Linksys mesh node system, and I'm having all kinds of problems. I'm, I'm, I'm sorry I'm not educated enough to do a great job on this thing, but I've tried over and over. And I'm just having trouble, so I'd like to pay you to help me straighten out my system if that's possible.
00:00
Speaker 2
Welcome to links support, please ensure quality service you call my 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. Hi, hello, thank you for calling the tech support. This is charm how may I help you? I know what's the problem with your router, sir? [silence]
00:00
Speaker 1
Three internet. I had my first one which was WHITE2.4, then I had another one called White2.4 and it had a guest router called White Guest1, which was a 2.4 network. And now after all my screwing around and stuff. I'm on my admin site. I'm on my laptop looking at this and it's not crystal clear to me but I I actually show Uh one white at 2.4 and two whites at 5 GHz, which is all raw. So my nodes are not working properly and I need to straighten this all out. I have access to the internet through I have my one node plugged in. My master node is plugged in. I have the internet and I'm on my Lynx Admin site.
01:00
Speaker 2
Oh, I see.
01:00
Speaker 1
Well, I think it's been a race. I think they're I, I, somehow the naming of them and the set up of them is not quite right. And, and that's the problem. And so the way this all started was, I shut down my system and put it back online and some of my nodes would not connect. So I attempted everything in the world and then in the process of doing that, I screwed up my actual admin, you know. So I need to basically start from scratch. I have one node that's working, my main node that is currently working and it is not a problem. I'm on the internet. I'm talking to you. I've sent in the logs to you
02:00
Speaker 2
All right, so you cannot find the guest network? Mm-hmm Uh-huh
02:00
Speaker 1
and that's kind of where I'm at. So... No. Well, I don't have, I have three nodes in front of me that are not connected. and I have several other nodes that are still plugged in. So I can go to them and tell you, if you'd like. uh, Aqua. I have a light blue Aqua on my one node in my office. Then I have to walk over here to my bathroom, my bedroom and my garage. So let me just tell you, okay? Okay. This one is Aqua blue in the bathroom. This one over here is red in the bedroom. And I think the one in the garage was some about
03:00
Speaker 2
All right, so to confirm sir, the child nodes are not connected. All right, what's the light status of the two child nodes sir? Uh-huh. Uh-huh. Uh-huh. Uh-huh.
03:00
Speaker 1
About to find out. For you. The one under the garage is red blinking. When I got up this morning, I shut down the whole system and then called you to try to get some assistance on how to do this properly. Yeah, I'll do all that. hang on a minute. I have- I have three nodes in- right in front of the router, my main node, and two low nodes.
04:00
Speaker 2
i see all right um here's the thing so can the um for the router that has or the trial node that has um blinking light status and also a solid red um can you unplug it that notes and move it closer to the main node like about three to six feet away all right
04:00
Speaker 1
Right now, unplugged. So, I'll go ahead and grab this right now. But see, it's my internet system that's the problem because I still need to make sure I can have a guest router, perhaps, at 5.0 and one for 2.4 for my equipment. And what do I mean by that? My equipment is my heating system, my pool equipment, blah blah blah, that type of stuff. [silence] I'm grabbing these right now. [silence] Okay. I have the uh now I have five nodes inside in front of me. Which one do you upload it all five or just one.
05:00
Speaker 2
All right [silence] can you plug it in, sir? [silence] all five there [silence] so let's check what's the light status of all [silence] that note.
06:00
Speaker 1
Zero number of the main node is two zero J is in John? 20 M as in mother.
08:00
Speaker 2
Yes, sir. So, let's wait sir, um, for about two to three minutes until they are done booting up or restarting or starting up. And also, sir, can you provide the model number, industrial number of the main node?
08:00
Speaker 1
39 a is an Alfred 001 02. That's the serial number and what else would you want besides that? What do you mean the name of it? I have a name okay. Okay this is all I see. I see serial number Mac address, then I see name, password and recovery key I don't see a model number. Where would I find the model number? Okay. I'm looking hang on. [silence]
09:00
Speaker 2
got it, all right. Thank you so much. uh, the model number. the model number. sir, it's under the makes and name. [silence] Makes and name. I have an iPad Air 2019. No, sir. No need for you to provide the model number if you cannot find it. Yes. Got it. And last to clarify know who is your internet service provider? All right really good.
09:00
Speaker 1
Hang on just one minute. One of the notes, I don't have a plug-in for. I'm missing it somehow. Hang on a minute. Because I have one, two, three, four, five notes here in front of me. I have to go get a plug for this one, so just wait one moment, please. I'll get it right now. Okay. Just a minute, please. I'm going to plug this in just a minute, please. Okay. At this point, I have all the nodes plugged in. And four of the five are red. The other one I just plugged in, and it's light light, can hardly see it, blue type. Uh one, two, or something.
11:00
Speaker 2
Mm-hm. All right. And the four are all, is it solid red, sir, or a blinking red?
12:00
Speaker 1
of red Cheer peach Blinking Blinking Yes, 2 blinking and 2 solid red.
13:00
Speaker 2
Okay, got it. I see, got it. All right, so two blinking red and two solid red.
13:00
Speaker 1
It's so red. Solid red. Okay? Is that okay? All right? Alright, alright. Wait, wait, wait. I'm doing this right now. The light's off. I'm still holding it. Keep holding it till the light comes on. Let me see. Oh, okay. Alright, I see the light going. Remove your finger and crush... Oh, do it again. It's blue. You do it to all of them?
14:00
Speaker 2
All right. So we will reset this child nodes one at a time. So kindly press and hold the reset button of the node until the light goes off and release once the blue light is showing. And you can do it one at a time. Mm-hmm . Yes. Or you may release the reset button now. Yes. You need to do it.
14:00
Speaker 1
So don't press any more until you tell me, is that what you're saying? Or just do them all. I'm doing them all. And that's two.
15:00
Speaker 2
Talk to all of them, one at a time. Or, you'd need to do them otherwise.
15:00
Speaker 1
Okay, I have done the button on all of them. And I have two that now have a solid red on and the others still have the blue that the light that came on. Very well. I'm waiting. [silence]
17:00
Speaker 2
All right, let's wait for a sec for about two to three minutes until they're done starting up, and the light status of all the child nodes should change to solid big is right.
17:00