V2 Rubric Detail — 7373d394-651c-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-10 22:33
Duration
36m 38s
Contact
Sahil Virdi
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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.
⚠ Auto-Zero applied: Agent provided materially incorrect technical guidance: (1) instructed a 1-minute reset (vs. documented 10–20 seconds), risking damage or failure; (2) referenced a 'solid green' LED that does not exist on any Linksys mesh product. These are critical technical inaccuracies that compromise safety and functionality, meeting the 'Fraud' or 'Discourtesy' threshold due to reckless misinformation.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical0.94/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent achieved temporary node connectivity but failed to resolve the underlying issue, skipped essential diagnostics, and provided dangerous technical misinformation including a 1-minute reset and non-existent 'solid green' LED. Empathy and communication were poor. Despite partial troubleshooting, the technical inaccuracies trigger an auto-zero due to risk of customer harm and violation of core accuracy standards.

V1 Case Analysis

Customer reported intermittent disconnection of a Velop child node (blinking red/blue). Agent performed power cycle, incorrect 1-minute reset (vs. 10 sec), and unsupported 5-press pairing on parent. Node eventually showed solid blue. No model/serial collected. Customer advised to power cycle and reposition if issue recurs. No case documented.

Troubleshooting Steps
  • Power-cycled the problematic child node.
  • Checked power-adapter voltage/amperage (12V 3A).
  • Performed an extended reset (1 minute) on the child node.
  • Executed an unsupported 5-press pairing sequence on the main router.
  • Re-positioned the node closer to the parent router.
Key Observations
  • Agent failed to collect model number or serial number despite troubleshooting a hardware-related issue.
  • Reset instruction of 'hold for one minute' is factually incorrect—Velop devices require a 10-second press for factory reset.
  • 5-press pairing is not a supported or documented recovery method for Velop (WHW/MX) mesh systems; standard is WPS or app-based re-add.
  • Agent misstated expected LED behavior post-reset (claimed 'solid purple' instead of blinking yellow/red).
  • Agent admitted not resetting the main node, contradicting the pairing procedure described.
  • Long silences, fragmented instructions, and incoherent phrasing (e.g., 'Bumblebee bubblegooker') severely impaired communication.
  • Agent failed to document a HappyFox case despite claiming access to prior records.
Positive Highlights
  • Agent correctly identified the symptom (intermittent red/blue blinking on child node) and isolated the issue to one node.
  • Agent verified power adapter specs (12V 3A), which is relevant for hardware stability.
  • Agent avoided charging the customer for this session, acknowledging it as a one-time courtesy due to possible hardware issue.
  • Agent provided a practical self-help path for recurrence: power cycle and reposition closer to parent.
  • Agent correctly advised customer not to press reset buttons unnecessarily, preserving network configuration.
Agent Errors / Gaps
  • Missing model/serial number collection for out-of-warranty hardware troubleshooting.
  • Provided factually incorrect reset duration (1 minute vs. 10 seconds) for Velop device.
  • Advised unsupported 5-press pairing method for Velop product family.
  • Misstated expected LED behavior post-reset (claimed 'solid purple' instead of blinking yellow/red).
  • Failed to validate pairing procedure—main node was not reset as implied by instructions.
  • Did not create or cite a HappyFox case despite access to prior records.
  • Frequent long silences and incoherent phrasing disrupted call flow.
  • Gave contradictory and fragmented instructions, especially during pairing sequence.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Node reached solid blue temporarily, but agent did not confirm long-term stability or resolve the root cause of intermittent disconnects.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power cycle, reset attempts, and distance adjustment, but skipped firmware check, web UI verification, and WAN diagnostics.
R3 Met Correct resolution path conf 95%
Agent correctly avoided charging for paid support, attempted troubleshooting on an OOW device, and advised potential upgrade without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED fluctuation symptom and checked power supply, but failed to ask for model, firmware, or ISP details to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No use of web interface (http://myrouter.local) to check node status, firmware, or topology — a critical tool clearly needed for mesh troubleshooting.
T3 Not Met No misinformation conf 95%
Agent instructed a 1-minute reset (should be 10–20 seconds) and referenced a 'solid green' LED, which does not exist on any Linksys mesh node.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, unclear framing, and unprofessional interjections like 'Bumblebee bubblegooker'.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding after complex steps and used confusing phrasing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting without avoidance.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: power cycle, move node closer, avoid resets unless adding nodes.
O3 Partially Met Closure confirmation conf 80%
Mentioned prior paid support but did not reference specific past diagnostics or case details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not meet escalation triggers (e.g., confirmed hardware fault, customer demand).
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%
No acknowledgment of customer’s frustration or repeat-contact fatigue beyond generic 'thank you for waiting'.
X2 Not Met Tone & rapport conf 90%
Agent’s tone was flat and unresponsive to customer’s stress; repeated confusion required clarification.
X3 Not Met Overall experience conf 95%
Customer repeated information, endured long silences, and struggled with unclear reset instructions, increasing effort.
Call Transcript47 turns · 50 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal, non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com. You can also connect with other [silence]
00:00
Speaker 1
Hi, my name is Sahil. I actually am calling again for the same problem that I had like a few months ago. My Linksys router and child nodes keep disconnecting. Basically, the main one connected to the router is showing solid blue light and the child nodes. There's one in the living room, one in the extra bedroom. So one of them actually stays connected and the other one either stays solid red or it blinks like solid blue. And but it just like it's like very inconsistent. I actually did the paid support, although my product is out of warranty. I did the paid support twice so far, I would say within the last one year and the situation has again
07:00
Speaker 2
Thanks for calling Windows 11. My name is Gerald. How can I help?
07:00
Speaker 1
[KEEP_UNCERTAIN] I came up. I do intend to, I understand the technology, I've been told, I keep changing every six months and I might need to look for something new in the future. Uh, but, uh, I would like to get this resolved for now. Uh, again, if, uh, you can help me out with that. Uh, I guess so. I don't have any other option. Okay. No problem. Yes. And what's the first thing you asked me? [silence]
08:00
Speaker 2
Okay... [silence] Okay... so are we doing like the paid service again? All right, just one second. Let me read the documentation right here. Okay? Right back. Stay understand. line. Give me a minute or two. Thank you. Yeah, by the way, let me just confirm. You have a fabulous record like you said and your name is Sahil Burdi, right?
08:00
Speaker 1
Okay, could you tell me, when was the last time I did it? Okay, so it was pretty recent, okay? [silence]
09:00
Speaker 2
record. You have your previous record right here recorded, so I'm just reading the documentation what are the troubleshooting that have been done so far?
09:00
Speaker 1
Yes. No warm up. Oh so the main one that's connected to the router it's actually
13:00
Speaker 2
hello bright thank you so much for patiently waiting on the line the light of the child node still it's still blinking red right
13:00
Speaker 1
Solid light blue, that sounds supposed to be. Another child node in the bedroom is actually also solid light blue, which is fine. But the one in the living room, the one is actually blinking blue. So yeah, but I'm saying yeah, but I'm saying right now, it's blinking blue and now as we speak, it's blinking red, so it keeps fluctuating. Yeah. As we speak right now, yeah. As we speak right now, it's blinking red.
14:00
Speaker 2
wait, it's okay, I see. So. You mentioned just a while ago. It keeps on blinking red and to blue. It stuck on a loop you saying? Oh, I see. So. It. Oh, okay. So right now it's red again. And then. In a few seconds, it's back to blue. All right, one second.
14:00
Speaker 1
Unplug the power of all three of them, right?
16:00
Speaker 2
All right. Thank you so much for patiently waiting on the line. So, I Got our options right here. So, right now, uh we're not gonna do like the, uh paid service. We're gonna isolate the problem first because that seems to be a hardware issue of the node but we're not sure yet. But what we're gonna do for now, can you unplug the power adapter of that and tell me the power output specs? No, No, just the one that's not working though, the one that keeps sticking and look like [Silence]
16:00
Speaker 1
OK. OK, it's unplugged. You talking about, uh, the serial number or? Power adapter, It's 12 volts. Oh, uh, it doesn't say that but I have to like, let me quickly see if it can flash some light. Oh my. [silence]
17:00
Speaker 2
The power adapter output. Is it 12 volt, 2 amps, 3 amps? Something like that. And what's the ampere? Is it 12 volt 3A or 2A?
17:00
Speaker 1
(sorry about this) recording dialogue: Even if I zoom in into the camera I can't see it. oh it's too small oh it's 3 8 I see it. [silence] Hello? [silence] Hello? [silence] Yes. [silence] The three feet from the parents. Okay, give me one second. [silence] Okay, I plugged it in.
18:00
Speaker 2
Yeah, sorry. I was trying to fix my header right here. So, you said 3A, right? Alright, thank you. Um, can you plug that into a different outlet, like a direct, direct outlet? Let's find another outlet for that node. Or it it should be how about uh plug that in here to the parent node, like 3 feet. We're going to try to add it.
19:00
Speaker 1
It's it's flashing blue right now. Now it's flashing red.
20:00
Speaker 2
Okay. What's the light now? Is it flashing blue or what is it doing? Flashing blue. Okay. I'll set the timer here for two minutes and we'll see the result. Setting timer now. Bumblebee bubblegooker. Yeah. [silence] Can you see mine?
20:00
Speaker 1
Thanks. [-silence-] Aussie. Jack Brown. Aussie. [silence]
21:00
Speaker 2
uh the flashing blue okay uh press the reset button up that hold it down for one minute
21:00
Speaker 1
the reset button, right. yeah, so, okay, just keep it all pressed for one minute. Okay. okay. pressed it. Okay, let me know when to let it go. OK.
22:00
Speaker 2
while it's plugged in, yes. Yeah. Reset button up the child node. We're doing the troubleshooting. One minute. Yes. [silence] Oh sure. All right, you can let go now.
22:00
Speaker 1
Right now it's flashing blue. okay
23:00
Speaker 2
What's the light? Okay. Expected light of that should be solid purple it properly reset. Now setting timer now. It could take uh terminate. so. Let's you know once the timer is up. [silence]
23:00
Speaker 1
saw the purple. OK. at the main one you're saying. OK. press the reset button, correct. OK. [silence] [silence] [silence] [silence] [silence] [silence] [silence] OK. done. [silence] [silence] [silence] [silence] [silence] [silence]
24:00
Speaker 2
At the bottom of the main node, um press and release the reset button five times. not too fast not too slow one second gap between presses. main node yeah just be careful do not prolong the presses one second gap between presses. Yeah. Press release five times one second gap between presses again. Alright let's observe the light of a child node we're adding.
24:00
Speaker 1
[silence] Okay, I'm ready. [silence] Yeah. It's blinking white. Blinking white. Now it's blinking blue. [silence] The main one is solid blue and [silence]
25:00
Speaker 2
one more time. When I say press, you press. When I say let go, let go, okay? The reset button of the main nodes. Ready when you are. You ready? Okay. Press, release. Press, release. Press, release. Press, release. Press and release. That's it. What's the light of the main node now? It should be blinking. what was that? All right. So, what's the light of the child node that we're adding? It should be blinking purple ?[silence]
26:00
Speaker 1
It's on Blitzing Rod well, yes.
27:00
Speaker 2
What's the title of the child node we're adding? [silence]
27:00
Speaker 1
Right now it's still flashing red. Should I check the child the other child node or no can I check the second child node that's in the bedroom or no leave it. That was working with solid blue kind of like the main one but since we reset it uh no that huh Okay because we pressed five times yeah, because I was concerned because we press five. 10
28:00
Speaker 2
I'm sorry, can you repeat the question? [silence] what happened to the second child? And you can check that one, but is it working or is it not working? [silence] Oh, we did not reset the main node. [silence] The one we did was not reset. [silence] We did not reset the main node. [silence] Everything is the same. [silence] We're adding the child now. [silence] So, [silence] but yeah, you can you can [silence] double check.
28:00
Speaker 1
likes on the main one, so but I just checked it's it's solid blue only. OK. now it's blinking blue and now it's solid blue. [silence] OK. [silence]
29:00
Speaker 2
[silence]
29:00
Speaker 1
Okay, I can try but I have to see if I should add an extension then because I don't think there's a there's a slot, but I should unplug it from here first, right? to take it outside. Okay, okay, I can try to make it closer. Give me one second.
30:00
Speaker 2
I think it's the distance issue, not really sure we can not do further troubleshooting but but just a suggestion. Or you can move it back to where you want it to be but uh if you notice the same problem again just um move it a bit closer to where the main nose is located like maybe 20 ft or away from the main nose. But for now you can move it back to where it was.
30:00
Speaker 1
So I plugged it in almost five feet closer, roughly. Too close to the previous location? Oh, no, no, no. I'm saying like, I'm, I'm saying five feet closer to where it was before. So if before it was 30 feet, now it's at 25 feet, yeah.
31:00
Speaker 2
Oh no, not five feet, that's too close. The par. No, the par. No. Since it is now connected and part of the network. Sorry. Mm. Oh, okay. That's. All right. Thank you so much for explaining.
31:00
Speaker 1
Right now I plugged it in now it's blinking red. So I'm waiting [silence]
32:00
Speaker 2
So is it blinking blue now?
32:00
Speaker 1
Solid red and now it's turned to blue. And still blinking blue. And it's solid. Yeah, it is solid blue. Okay. Okay. Thank you. I appreciate it. No, just one question. How often do you think we should replace these? I know it's been like almost five years at this point. Okay, so it's Okay, and it's been five years already. I forgot it in 2021.
33:00
Speaker 2
[silence] That one consider that as a one-time pre-support. I'm not charging you $15 right now because we just need to isolate the problem because we don't want to charge you if the problem is hardware. Okay? But the next the next time you I'm not sure because the next time you call in the same concern, you'll probably or you might be charged or maybe it's better to upgrade your router excuse me add additional suit. Any questions that you want to ask? [silence] Normally, routers are last five, six, seven years. mostly eight years. Maybe it's time to upgrade a router, but for since it's working, let's observe the connection.
34:00
Speaker 1
Okay. Okay. I keep my fingers crossed. Okay. Okay. Um, and the password and everything should be the same, correct? I don't have to do anything? Okay. Okay. Got it. Well, thank you very much. And just one last question, I'm so sorry. If this happens again and one of them disconnects, so what's the first thing you think I should do or should I call back? Do not press the reset button on the main one or on the child mode. Okay.
35:00
Speaker 2
maybe it's still gonna work. We did not reset the router. Everything is the same. First thing you should do, just power cycle it. Just turn it up, turn it back on. Move it closer to where the main node is located, 3 feet. Turn it on, turn it back on there. And then, if it turns solid green, you can put it back to where it was. Just remember, do not press the reset button on any of the nodes, unless you're adding the
35:00
Speaker 1
Okay, so what we we, okay, so what we did right now, we added back the child node basically. Okay. Okay. Okay, good to know. Okay. Well, thank you very much. I appreciate your time and help. You as well. You as well. Thank you very much. Bye-bye.
36:00
Speaker 2
Yeah, the child node back then that you can press the reset button, but thleobot ton do not prolong the press, just press release it five times. Reset the main tmp node. Yeah, we added back the child node. We did not reset to the parent node, just adding it. Thank you. Welcome again. I hope you have a good evening. Take care. Thank you. Bye-bye.
36:00