V2 Rubric Detail — 71e023d6-8158-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 20:53
Duration
22m 35s
Contact
815-209-5139
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137539
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of mesh
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.38/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall82.3% (+10.3)

V2 Grader Summary

The agent successfully resolved the mesh node connectivity issue through a reset and re-pairing process, confirmed by the customer's final statement of 'we're good.' Technical accuracy was partially met due to failure to verify the model number before instructing a 5-press reset, which may not apply to all models. Communication, ownership, and customer experience elements were generally effective with no escalation needed.

V1 Case Analysis

Customer unable to reconnect two Velop mesh nodes; performed factory reset and 5-press pairing on main node, power-cycled secondary node. Nodes now show solid blue LEDs and app indicates network ready.

Troubleshooting Steps
  • Collected serial number and confirmed ISP connection
  • Performed factory reset on main node using 5-press method
  • Monitored setup wizard completion and LED status on main node
  • Power-cycled secondary node and monitored LED stabilization
  • Advised waiting for node stabilization and confirmed app status
Key Observations
  • Agent correctly applied the 5-press pairing method, which is valid for Velop Intelligent Mesh models per KB guidance.
  • No product model number was collected, a protocol gap for model-specific support.
  • Actual internet connectivity was not verified after node stabilization, leaving technical resolution unconfirmed.
  • Agent maintained clear, step-by-step instructions and controlled call flow despite customer confusion.
  • Secondary node required multiple power cycles and several minutes to stabilize, indicating possible signal/placement issues, but agent did not assess distance or signal strength.
Positive Highlights
  • Provided clear, structured instructions for reset and pairing process aligned with KB procedures.
  • Effectively guided customer through setup wizard and monitored node LED status changes.
  • Maintained calm and professional tone throughout the call, especially when addressing customer confusion.
Agent Errors / Gaps
  • Failed to collect product model number, required for accurate support and warranty verification.
  • Did not verify actual internet connectivity by asking customer to open a website or run a speed test after setup completion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer ended the call saying 'we're good' with the child node showing solid blue light, indicating successful resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through resetting main node (5-press), moving child node closer, waiting for light changes, and verifying internet connectivity — logical sequence per KB.
R3 Partially Met Correct resolution path conf 80%
Agent used 5-press reset without confirming model number; this method is invalid for SPNM60/62/LN1100 v2 which require Pair button.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red/pinkish lights and no internet but did not ask for model number to determine correct pairing method.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used physical reset appropriately but failed to confirm model number before prescribing pairing method.
T3 Partially Met No misinformation conf 75%
Instructed 5-press reset which is valid for many models but invalid for SPNM60/62/LN1100 v2; model unconfirmed.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, set a timer for two minutes, provided clear step-by-step guidance, and closed the call promptly after resolution.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated instructions, and adapted to customer's pace throughout the troubleshooting.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent handled the entire issue without transferring and followed through to successful resolution.
O2 Met Proactive follow-through conf 90%
Agent provided specific actions (reset, move node, wait time) with realistic timelines for each step.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history or handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and professional but offered no explicit empathy or acknowledgment of customer's frustration.
X2 Met Tone & rapport conf 85%
Agent matched customer's communication style, paced instructions appropriately, and maintained engagement.
X3 Met Overall experience conf 90%
Agent minimized customer effort by guiding directly to key actions and avoiding unnecessary repetition.
Call Transcript30 turns · 36 lines
Speaker 1
Yes, my name is Kevin Casper, Jr.. I am trying to reconnect my link real nodes too my new Wi-Fi and I don't know how. I have two of them and let me go check. [silence]
00:00
Speaker 2
[KEEP_UNCERTAIN] Welcome to Linksys 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. [silence] J E what is the serial number and the model number of your note?
00:00
Speaker 1
uh you're number is two zero J one zero b six a seven one seven five four three uh and does it go left or Could you, could you, be able to run one line? Could you, tell me, on Microphone? It's Kaspar. K-A-S-P-A-R. 1221 at gmail.com. Your internet provider is Frontier. [silence]
01:00
Speaker 2
All right. What's your email address? And who is your Internet provider? Okay. You said you're planning to connect the mesh router to your new Wi-Fi. I'm assuming you're talking about gateway modem, right?
02:00
Speaker 1
I don't know. We have the two to all Wi-Fi nodes, extender nodes, I guess. And we're trying to just connect it to the internet. Yes. Oh, yeah, this one is connected to uh
03:00
Speaker 2
Okay. So the main tower the main node is that connected now to the modem? directly right by cable.
03:00
Speaker 1
A box that's connected to the modem. A main box. Color of the light is pinkish red. I have the linksy app that helps you know. the light of the other one is also pinkish red. That's Your the big difference, but it's in another room.
04:00
Speaker 2
OK. What's the light on the top? What's the... What's the color of the light? OK. It will, but Not right now. So, what's the light of the second tower? What's the distance of that to the main node? All right, can you get that move it closer to where the main node is located? Plug it in next to it.
04:00
Speaker 1
All right, and then I can move it back if we get paired up and everything. All right. Okay, I currently moved it and the light is now a light blue. [silence]
05:00
Speaker 2
or at least step it away. Yes, correct.
05:00
Speaker 1
All right. And now it's a yellow light.
06:00
Speaker 2
All right. this tower, the main tower. [silence] press and release the reset button of the main tower, main node [silence] five times, one second gap between presses. so it sounds like this, press, release, press [silence] release. do it five times [silence] the [silence] okay [silence] I'm going to set a timer now for two minutes and
06:00
Speaker 1
All right, it's open, I'm just trying to log in. All right, now it's getting the router settings. And now it says that the setup has no internet connection. Wait. I was just, I was just took me to terms and conditions. All right. And now it says connect the router to your modem or source of internet. Which I did. All right. Now it's at the, now it took me to make sure everything is finished starting up. Do I just edit note and it's solid. Right now it's checking for internet. [silence]
09:00
Speaker 2
Yes.
10:00
Speaker 1
Now it says name your Wi-Fi. I mean name the nodes. all right. Now it's the our privacy ledge. And now it's linking to account. There's a second one is.
11:00
Speaker 2
Yeah, the Wi-Fi appears notes, yes. What's the light of the second power?
11:00
Speaker 1
So now it just went a solid light blue. And now it's configuring Wi-Fi network. [silence] I know it says what the it's created now let's connect your new Wi-Fi all right now it's connected all right now it's looking for it now about uh heard now about right now I haven't been pulling up a website
12:00
Speaker 2
Okay, connect new Wi-Fi. All right, can you check if you can open a website or something? If you can pull up a website, that means it's working. Hmm, is that?
13:00
Speaker 1
Sure, right now, it's uh ... right, uh, my app's check is looking for child nodes, all right, next. There we go. It now says, uh, my Wi-Fi is ready, connect your devices to your new Wi-Fi, go into the dashboard. Yes, and currently, one of my nodes is still blinking red.
14:00
Speaker 2
you in the dashboard now let's give it two minutes. It's been blinking red. What's on the app?
15:00
Speaker 1
The app Minit, says two devices, which arewhich are the phones. And then two nodes with an red exclamation mark. Oh, wait, now it's uh, a solid lightblub. Yeah. Okay. Watch out.
17:00
Speaker 2
[silence] That's weird. Turn up the extender tower, the second one. And then it back on just quick off and on. [silence] Light blue. [silence] Okay, cool. [silence] You can move it to where you want it to be, or where was before. [silence] [silence]
17:00
Speaker 1
All right now the lights just the blinking dark blue. [silence]
18:00
Speaker 2
All right. We need to wait three minutes. And let's see how he got,
18:00
Speaker 1
all right right now it's blinking red. just wait a few minutes again okay
19:00
Speaker 2
okay. oh yes. it takes three. up to five minutes. yes Oh, I forgot to ask, um, what's the distance of that now to, uh.
19:00
Speaker 1
Um, uh, I would say maybe, maybe like 60, 70 ft. I really don't know. I uh, those are just my estimations. I honestly have no idea. It did. Yep. Right now it's back to going to dark blue. [silence]
21:00
Speaker 2
estimated, just estimate it. Did you say 61 or 17? Did that node work before same location? Okay. All right. I'll I'll see.
21:00
Speaker 1
and now it's a solid uh like glow i think we're good all right thank you goodbye
22:00
Speaker 2
okay I guess it's working anything else I can help you with or you're all set questions very good alright cool well if nothing else hope you have a good one you take care thank you so much
22:00