V2 Rubric Detail — 7398a748-65b0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 16:13
Duration
20m 17s
Contact
Jeffrey Frechette
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133123
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add CN
⚠ 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall39.4% (+3.4)

V2 Grader Summary

The agent initiated troubleshooting for a child node pairing issue on an end-of-life WHW03 system and transitioned appropriately to paid support. While key technical steps were missed and tool use was inadequate, the agent attempted resolution within policy for out-of-warranty devices. Escalation was not required, and the interaction reflects a partial resolution path rather than an ownership gap.

V1 Case Analysis

Customer unable to pair child node on WHW03 mesh; agent provided incorrect LED guidance (blinking blue vs. correct purple), skipped proper pairing steps, and escalated to paid support without resolution.

Troubleshooting Steps
  • Collected customer contact and device information (name, email, phone, serial, model).
  • Confirmed node count and topology (1 parent, 3 child nodes).
  • Suggested bringing child node near parent node.
  • Recommended using Ethernet for wired backhaul without confirming correct pairing method.
  • Introduced and processed paid support session without attempting valid troubleshooting.
Key Observations
  • Agent provided materially incorrect technical guidance: claimed blinking blue LED indicates pairing mode on WHW03, when correct behavior is solid or blinking purple per KB (led_intelligent_mesh_consumer.md).
  • Agent failed to guide the correct pairing method (Pair button or Add Node via web UI at http://myrouter.local) as documented in velop_router_setup.md and led_intelligent_mesh_consumer.md.
  • Agent introduced paid support prematurely without confirming warranty status or attempting valid troubleshooting steps.
  • Payment processing took 3+ minutes with repeated card-detail requests, during which no troubleshooting occurred.
  • No confirmation of resolution or next steps beyond paid support; call ended abruptly without verifying outcome.
Positive Highlights
  • Collected complete customer information (name, email, phone, serial, model) accurately.
  • Confirmed node count and topology (1 parent, 3 child nodes).
  • Acknowledged customer’s willingness to pay and processed paid support option.
Agent Errors / Gaps
  • Incorrect LED guidance: Agent stated blinking blue is the correct state for pairing a WHW03 child node (actual correct state is solid or blinking purple per KB).
  • Failed to guide correct WHW03 pairing procedure (Pair button or Add Node via web UI at http://myrouter.local).
  • Did not reference or use the proper URL (http://myrouter.local) for WHW03 node addition.
  • Prematurely introduced paid support without confirming warranty status or attempting valid troubleshooting.
  • Collected payment without explaining the scope, limitations, or alternatives to paid support.
  • Allowed call to end without confirming outcome or setting a clear follow-up path.
  • Misidentified wired backhaul setup, confusing LED state with cabling ("like purple okay").

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirms successful pairing or resolution of the child node connectivity issue; call ends mid-troubleshooting with no outcome achieved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent instructs customer to bring node close and wait, but skips required steps: no reboot confirmation, factory reset, firmware check, or web interface verification.
R3 Partially Met Correct resolution path conf 89%
Agent acknowledges device is end-of-life and transitions to paid support, which aligns with policy for out-of-warranty devices; however, fails to offer best-effort troubleshooting or clarify limitations clearly.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies blinking blue light as pairing state, showing some diagnostic awareness, but does not ask about parent node status, recent resets, or firmware version.
T2 Not Met Appropriate tools / resources used conf 94%
No use of router web interface (http://myrouter.local), logs, or remote tools to verify node status — a key tool for mesh pairing issues that was clearly needed.
T3 Partially Met No misinformation conf 87%
Guidance to place node nearby and use Ethernet is correct, but 'aquamarine' and 'magenta' are not valid WHW03 LED states — actual colors are blue, purple, red; this is a minor inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent follows a structured script for data collection and payment, but loses control during name/email repeats and fails to clearly frame the troubleshooting phase.
C2 Partially Met Confirmed understanding conf 83%
Agent uses simple terms and avoids deep jargon, but does not confirm understanding or adapt tone; communication remains transactional rather than customer-led.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent proceeds with paid support instead of transferring, showing intent to own the case, but shifts responsibility to customer for payment and setup without guaranteeing resolution.
O2 Partially Met Proactive follow-through conf 88%
Agent gives vague 'wait two minutes' instruction but does not set clear next steps, ownership, or timeline for full resolution.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue is within scope of paid support for an end-of-life device.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted — issue is within scope of paid support for an end-of-life device.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent does not explicitly acknowledge frustration, but remains polite and continues service despite interruptions; minimal empathy shown but no discourtesy.
X2 Partially Met Tone & rapport conf 84%
Agent maintains steady pace and proceeds after confirmations; tone is neutral but not disengaging — customer continues participation.
X3 Not Met Overall experience conf 96%
Customer repeats name, email, serial number, and card details multiple times due to agent errors and lack of data retention.
Call Transcript31 turns · 35 lines
Speaker 2
welcome to links supported to ensure quality service, your call may be monitored for in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting registrar point links us.com please. Have your device serial number ready for assistance, press one. Now for out-of-Warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-Warranty product, paid support option may be available depending on the issue. D-D-L-A-W-M-L-L-N-X-U-R-I-R-O-R-W-X Hello, thank you for calling links us technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Hey I, so I I have this Linksys mesh system and I'm having some problems with it right now and I'm not sure what is going on, but I I've tried the troubleshooting myself and I think I'm at a spot where I could use some help. What what well I'm just I'm I'm not able to get the connectivity uh happening. I've got I've got um the parent mode working, but the but the child modes, I'm having trouble having them uh properly pair. Yes.
01:00
Speaker 2
Mhm. Um, let me just say, troubles. Do you mind providing me more information also of the troubles you're having right now? Here we go. Mhm. Um, let me just say, troubles. I see. So you're having issues adding a child node. I see. Hmm. Um, all right.
01:00
Speaker 1
if I need a paid console, and I'm okay with that, I just, I just need to resolve this. Okay? is Jeffrey J E F F R E Y Bichete, F- as in Frank, R E C H E T E. F-R-E-C-H-E-T-E. [silence]
02:00
Speaker 2
right. I see. all right, sir. So, let me just run some verification with you and um, uh, gather some information about your links router in order for me to proceed further. So, let me just uh, create a quick record here. Starting with your full name. Mhm. I'm sorry. Um, how do you spell your last name again? That's uh, F-R-E-E. All right. So, that's first name,
02:00
Speaker 1
[silence] Yes, exactly. [silence] I'm sorry, say that again. Email address is freshet design. So F-R-E-S-H-E-T-T-E D-E-S-I-G-N [silence] @hotmail.com. Correct. Yep. [silence] Correct.
03:00
Speaker 2
okay so uh... how about your email address, sir jeffery? how about your email address? okay so that's your last name uh... that's fuh for shed design at hotmail.com got it, sir and uh... let me also verify your phone number uh... it's two zero six three nine nine five eight one six all right
03:00
Speaker 1
Yes. Yes. Um, field, uh, would you like the model number first or the serial number? Um, okay, so the, um, hang on, let me get a flashlight here. Okay, the serial number is 2 0 J 1 0 0 B 6 9 7 3 4 3 2 9.
04:00
Speaker 2
Okay. So, now can you provide me the model number and the serial number of your Linux router? Uh, you can provide me the model number instead. Okay. Okay, let me just repeat that. It's 20 J 10C for Charlie.
04:00
Speaker 1
Correct. Yes. It is Verizon. [silence]
05:00
Speaker 2
six, nine, seven, three, four, three, two, nine. Uh, is this the serial number of your pair node? uh, node. Okay, got it. Okay. So now, sir, can you verify to me, who's your internet service provider? Rep. Linksys router with a model number WHW03. And
05:00
Speaker 1
the parent mode and then three child modes yes
06:00
Speaker 2
How many nodes do you have, sir, in total? [silence] So you have, in total, you got four nodes, okay. [silence] All right, sir, so, um, I've checked here the LanSys devices you have right now and just to set your expectation, uh, this specific router is already part of our end of life devices which means we no longer manufacture this one and
06:00
Speaker 1
get that. no, no, no. I'm happy to pay that. Okay?. Okay. Yes, so the my my parent mode, the the the the light is aquamarine, which is I think healthy, right?. Yeah. Yeah. And then the let me look at my one of the child loads is I'm back to look. Uh it looks online and
07:00
Speaker 2
please proceed with that sir, let me just, um, run some confirmation with you, okay? Um, cause, uh, this paid connect service is just one time and it would only last for, uh, 60 minutes only. So, um, do you mind providing me more information of the status of your child right now? my kids are calling me. No, online. yeah, it's online. Oh. [silence]
08:00
Speaker 1
the um you see there I have these Airbnb's so they're back in there so I have to kind of go look um and there and then one of the child modes is the rad is blinking rad uh and let me see here another child mode this is actually unplugged at the minute we're not really using it we're just um yeah so actually I just have two child modes so one main mode and two child modes yes yeah
09:00
Speaker 2
Okay, let's, uh, let's actually turn it off. So you tried to set up the device and it's still showing not connected? You went through the entire process. I don't understand. What any issue showing something are you getting any error messages? Oh, okay. So, um, right now you're just, um, trying to add one child node 'cause the other one is online, right? What's the color of the light in the big and tiny button? I see. Is it blinking or still? Okay, so the light is just blinking blue. Blue is actually the color you want to look for when trying to add. Okay, so it should just kind of continuously blink until it goes to off, because once it goes to off, it should be connected. I see. Okay, so right now you just have the one child node connected and you're trying to add the secondary. Okay, that's fine. So in order to factory reset the other one, I'm just going to walk you through a few steps. And you're doing this in your car, correct?
09:00
Speaker 1
The first child modal is aqua. Yeah, yes, yes, it is. Yeah. Yes, please.
10:00
Speaker 2
Did you call more than a year ago? I just recently just with a yeah, no, that's not the card. How many links for this? Okay, sir. Um, did this card How can help? Sorry, um... before we proceed further, um, let me just uh inform you that by purchasing the service uh you agree to a one time non-refundable technical support session that will only last up to [REDACTED_PAYMENT_DIGITS] minutes. So if we are unable to resolve your issue or determine your product is defective, there will be no refund or replacement that will be issued. So this paid service is for troubleshooting only and does not include. [silence]
11:00
Speaker 1
Yes, I do. [silence] Okay, excellent. Yes, it is. Yep. Yes. It's uh 37928914190101. Yes. 37928914190101.
12:00
Speaker 2
All right, sir, so now can you provide me the model? I mean, sorry, the card number of, uh, okay, all right, sir, thank you so much for that, um, can you repeat that one more time? Just to make sure I got it right? 00:09 [silence]
13:00
Speaker 1
Yes, 10 29. 4132. [silence]
14:00
Speaker 2
All right thank you sounds for that. Now can you provide me the expiration date? All right how about the security code? More question so if you want to set up your device you don't need to know me because it's your device one. Log into the exander's set up wizard. Uh let me also input your email address here so that you can receive an invoice. Okay. Make changes in your email here so after our call. You give me the free minutes and you can refresh your email after our call. Okay. All right. Just bear with me sir okay.
14:00
Speaker 1
You bet. No problem. Okay. Excellent.
15:00
Speaker 2
Okay sir, so I've already sent you the invoice as well through your email. [silence] ... can you add that it works and ... yes you just need something something ... all right sir uh we can now proceed with the um paid connect service all right so here's what we're going to do now
15:00
Speaker 1
I mean, if you, okay, okay, okay, okay, it's plugged in. [silence]
17:00
Speaker 2
[KEEP_UNCERTAIN] Okay, bring the specific child node that we're trying to add to the network. All right. Okay. Okay, so I would actually, uh, go check. Okay, so just bring the, the, the child node near the parent node, at least uh, two feet away from the parent node, okay? So just tell me once you plug it in near the parent node. Okay, so let's just wait for at least two minutes for it to reboot and set up at least uh, two minutes. [ silence ]
17:00
Speaker 1
Okay. it's blinking. Okay. yeah. because like it's blinking. blue. Okay. and I'm hoping to Okay. and I'm hoping to to hard wire it. do that with a a land that thing.
18:00
Speaker 2
All right. great team that we just have on alright give it more time oh so you want it to configure it as a wired ch it
18:00
Speaker 1
I do. Yep. Okay. Okay. Okay. Okay. And right now the color of the light is magenta. Yeah, exactly. Yep.
19:00
Speaker 2
well well we can actually do that um do you have the ethernet cable okay all right so you can actually plug in the ethernet cable now from your child node I mean from your parent node to the child node uh just uh put it on one of the ethernet ports on your parent node and then plug it into your child node okay so like purple okay all right, so just to confirm with you sir, did you already plug in the ethernet cable? okay, and we just notate that one.
19:00