V2 Rubric Detail — 748e0ea8-6e85-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:58
Duration
19m 51s
Contact
Shaun Hunnewell
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.1/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+9.9)

V2 Grader Summary

The issue was resolved with all nodes achieving solid status, supported by correct troubleshooting and web UI guidance. However, the agent provided a technically inaccurate reset instruction (wait for blue light vs. flash-and-off) and imposed unnecessary physical effort on the customer, slightly reducing technical accuracy and customer experience. Despite these, the outcome was successful and within expected resolution paths.

V1 Case Analysis

Customer factory-reset parent node and needed to add two child nodes. Guided through resetting child nodes and using CA → Add Wired Child Node in UI. All nodes now show solid blue, indicating successful pairing.

Troubleshooting Steps
  • Confirmed parent node LED status (steady white).
  • Instructed customer to hold reset button on child nodes until blue LED.
  • Guided customer to log into router UI (myrouter.info) and navigate to CA → Add Wired Child Node.
  • Verified that both child nodes showed solid blue LEDs after reset.
Key Observations
  • Customer had already performed a factory reset on the parent node before the call.
  • Agent used the correct UI path (CA → Add Wired Child Node) for adding mesh nodes.
  • No model or serial number was captured, but not required for this issue.
Positive Highlights
  • Clear, step-by-step instructions for resetting and adding child nodes.
  • Patient handling of the customer's confusion about the UI.
  • Confirmed successful node pairing before ending the call.
  • Used correct KB-backed procedure (CA → Add Wired Child Node) for mesh node addition, as documented in velop_child_node_setup.md and universal_factory_reset.md.
Agent Errors / Gaps
  • At [02:00], the agent asked 'Oh okay Cool well to so you mean you factory reset the parent node? and then reconting.' — this is a fragmented, unclear question that could confuse the customer. The agent should have used a complete, grammatically correct sentence to confirm the action taken.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'all three of them are solid... I appreciate everything that works' — nodes are connected and functional.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through LED observation, reset procedure, and web UI node addition — logical, relevant troubleshooting steps.
R3 Met Correct resolution path conf 96%
Correct path followed: after factory reset of parent, agent directed child node reset and re-addition via web interface — appropriate for the scenario.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent identified symptom (flashing blue/red lights), asked targeted questions about LED behavior, and narrowed to node pairing issue.
T2 Met Appropriate tools / resources used conf 97%
Agent used the router’s web interface (CA-Router Setup) and physical reset — correct tools applied appropriately for node reintegration.
T3 Partially Met No misinformation conf 95%
Agent instructed to 'hold reset until blue light' — but per KB, correct cue is LED flash-and-off, not blue; this risks incomplete reset.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control, gave clear instructions, managed transitions, and stayed on task without losing direction.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, confirmed understanding, and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and followed through on resolving the node connection issue.
O2 Met Proactive follow-through conf 95%
Clear next steps given: reset nodes, wait for steady light, use web UI to add — and agent confirmed completion at each stage.
O3 Not Applicable Closure confirmation conf 92%
No prior case history referenced or needed; appears to be first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was within L1/L2 scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge customer’s frustration ('I got tired of waiting...') or inconvenience from stairs and prior downtime.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, responded in real time to updates, and kept engagement high.
X3 Partially Met Overall experience conf 88%
Agent required customer to physically move nodes and climb stairs multiple times; could have suggested testing connectivity remotely first.
Call Transcript35 turns · 37 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. [silence] Please hold as we connect you to a Linksys specialist. Hello. Sir, this is Mark from the Linksys Level 2 Tech team. [silence] This is a best time to call you back? [silence] Uh-huh. Okay.
00:00
Speaker 2
[KEEP_UNCERTAIN] At the 15,000 year. Hello. Hey Mark. Yeah, um, I already fixed the problem. I just re I just read restare the whole, rebooted, not rebooted but reset up the factory reset the the, uh router. Um, I do need to, uh connect my nodes again though. Um, the two other nodes to my router. But other than that, I've got everything else fixed. I wasn't able to get onto the web page. The web page to the router basically. Um, what happened was I had my stuff downstairs. In one of my offices downstairs and I didn't move [ silence] my setup after I had my internet re-connected, which is why my connection stopped working. You basically just have to figure out what your [ silence] um something online somewhere said that you need to change your network back to 2.4 [ silence] to have your [ silence] I was using rogueing. Um, I had some [ silence] side effects. I did download the Xfinity connect [ silence] got it. And once I turn it off the internet stopped working and I had to restore back my device. And still I get some weird stuff like [ silence] And and and like every like every moment, I can't click on any intelligent symbol. and consume. [silence] Move. equipment or not like that. All I did was move my computer. I moved my computer upstairs and then um plugged in my Cat 5 to, you know, to a longer cord basically so it would run upstairs. And uh when I went to go turn it on and get in there, it basically was telling me that I couldn't find the the web page. And then it was being like timed out and stuff. I tried to shut down. I tried so many things. I tried to shut down like all the computers in the house. I unplugged all the computers in the house. I unplugged everything except for just the the Wi-Fi, the, you know, the link router. And I tried to plug in, restart, you know, reset reset it up. Not reset it up. I restart it. Um, I even tried to restart the modem and do all that. And it it just it wouldn't open up the page for some reason. Like it it just wasn't there or whatever. I don't know what the deal was but [silence]
00:00
Speaker 1
Oh okay Cool well to so you mean you factory reset the parent node? and then reconting. Okay, The responder, so after the factory reset, we were able to log into it,
02:00
Speaker 2
I just got tired of waiting. I didn't want to wait two and a half, three hours for you guys to call me back. So I just went ahead and just restarted the thing. That seems to be working fine now. I really, you know, factory reset it. But now I just got to connect my other two little nodes. And I don't know how to do that. The link router, yeah. And then basically what I had to do is just reset up my my IP address and stuff that I wanted to use for the router and stuff and everything's working again, but I just don't understand why it would just stop working like that because I was technically using the web login like the web interface login. Like the uh what was it uh myrouter.info something like that, I believe. Um and I I wasn't getting anything. Yeah, I
02:00
Speaker 1
Okay. Uh, I can assist you with that. So at the moment, what's the behavior of the light on top of those child nodes? So... Oh yeah. So to add the child nodes, bring it close to the parent node.
03:00
Speaker 2
Yeah, yeah, yeah, yeah I was able to set it all up and do, the only thing I wasn't able to do is just connect the other two little nodes. Okay. Uh just the two child nodes, yeah, the main one is fine. Um that's got one right here, I guess I can bring them into the office. Um so they're close by I guess. Oh actually the, that's downstairs, I gotta bring, I gotta bring everything downstairs. Yeah, that's what I'm gonna do, I gotta bring them back downstairs. So that's what I'm doing right now. Unplug this one, I'm gonna run upstairs and get the other one on the third floor and I'll bring them downstairs to the instead I'm like right on top of the node or like maybe a foot away. all righty oops oops get us down plug this okay here we go ah so timely running up and down the damn stairs okay back downstairs get to the other node and go downstairs to the basement all right give me this node and this and hopefully you don't unplug him the node won't drop on the ground ah right take it all okay uh let's see if I got it plugged I can plug these in too [ silence ]
03:00
Speaker 1
Uh-huh. So, what's the behavior of the light on top of the child nodes? Okay, let me know if it starts flashing red or steady red.
05:00
Speaker 2
Okay, plugged this one in. Okay. And then this one. I can't see. I ain't got my glasses. There we go. All right. I plugged them in. They're lit up blue. Now they're just kind of like, yeah, they're, they're slowly flashing. Should I reset the nodes or there a slow blinking blue.
05:00
Speaker 1
And so the parent node has a steady white light. Yeah. Well,
06:00
Speaker 2
has a steady white light yeah and the other two notes are just flash and slow blue they're not doing anything come on do something they were they were flashing like this all day for the last three hours or so since i've been messing with the uh with the
06:00
Speaker 1
[silence]
07:00
Speaker 2
I don't know internet anyway. So I don't know if these are just continue to keep flashing slow blue or not. cuz they were flashing blue when I unplugged them. Okay. I guess usually it takes like five minutes on these things. They're so damn slow. Oh. All right, one's red, flashing red. Is the other one gonna flash red? Yeah. Okay. They're both flashing red. The small nodes, the little ones. Okay.
07:00
Speaker 1
Hold the reset button and keep holding until it shows a blue light on top, then let go.
08:00
Speaker 2
Okay. There is one. Okay, there's the other one. Yeah, one flashing slowly. More brightly. Yeah, no. Slower than before. One, two, three, four, five. So it's LED flashing briefly on. One, the other one, flashing and going out. Then one, then the other one and four seconds. Looks like...
08:00
Speaker 1
All right, so after this reset let's wait for both nodes to have steady blue light. Just let me know. [silence] Okay.
09:00
Speaker 2
It's just solid blue right at the moment. all right now it's shut off now it's flashing. one's steady blue. and I'm waiting for the other one. and and
09:00
Speaker 1
[silence]
10:00
Speaker 2
Okay, I think this is gonna be steady. Blue now. Okay, Stay blue. Both of them. [silence] Um, I do, I'll have to go back upstairs. Yeah. [silence] Um, I mean, I can pull it up on my phone, I guess, while I'm talking to you. [silence] I don't think you can see the, uh, the nodes though on this interface on the. I'll run back upstairs. Ain't a big deal.
10:00
Speaker 1
[silence]
11:00
Speaker 2
That's no bad deal. It's only one flight. All right. Let's see. Do-do-do-do-do. Okay, let me go ahead and get this. Sign back in. All right. Okay, I'm on the web interface.
11:00
Speaker 1
California uh CA like Charlie Alpha all letters. At the bottom right. I know. It's at the very, very bottom of this page. There are these tiny text like the foot note of this page. Yeah, Well, you're already logged in, so yeah, you already sign in. [silence]
12:00
Speaker 2
what does it say There is no CA. There is connectivity. It's underneath router settings. I got, I got, basically, this is what I got. I got device list. I've got guest access. I got parental controls, priority. I've got speed check. Then it goes router settings, it goes connectivity. It goes troubleshooting. It goes Wi-Fi. Oh. Okay, so, what am I, I'm already logged into the links page, like, I'm not on the sign-in page. Like, I'm, I'm already signed in. Yeah. [silence]
12:00
Speaker 1
So at the very bottom, there's a pretty small writing. It says C A. Yes. Click that. C A. All right. Now let's go to, go to connectivity that's on the very left. Yeah. Then look for the tab that says C A Router Setup. And then there's this button that says Add Wireless Child Node then Add Wired Child Node. [silence] Uh what we need is the add, add wired.
13:00
Speaker 2
OK. I see the C A. it's like next to the Oklahoma private policy or something like that. The CA, OK. OK, I clicked it. And then it reopened the web page. connectivity. OK. Yeah, I see it. Right.
13:00
Speaker 1
Wireless. Yeah, click it once.
14:00
Speaker 2
okay okay i this is no i've never done this i usually they usually make me do it a different way like pushing five times on the button on the router or something like that uh okay now let's back up and it says you know it's got the buttons again okay okay flashing lights or solid light okay i'm gonna go back downstairs and see if they're flashing one's flashing
14:00
Speaker 1
Okay. Alright then. All right. Sir. So let's wait for all of these nodes to have steady white light. It should just be steady white light. when it's connected. [silence]
15:00
Speaker 2
Now, that once changed to white and flashed and slow. Now the router is turning yellow. Now it's back white. Now, these modes are supposed to shut off. Is this? LCD other lights on them wants their all connected or is supposed to be just this all the [silence] Okay. Okay. You know, the very first time I did these, I had no threat on the, they were all lit up at first. And then once the connected light shut off [silence] even on the router. And then like I called up and I move my router somewhere else and then I had to call up and have them do the thing. They watched me do the thing. and ever since then the lights have been on. So I don't know, it was just a fluke.
15:00
Speaker 1
Yeah, there wasn't an option before to turn it off. Yeah. So, what's the behavior of the light now? Okay. Right.
16:00
Speaker 2
I know you can turn them off in the or what do you want to call it, but I think they, I didn't even touch them, I believe they were already on, but anyhow, yeah, yeah, there's a little slide button you can turn on and off to make it. I just thought it was kind of weird because it was, it was off. I it was, it was on, sorry, and uh none of the lights wear on. Oh, uh, still slow blinking. All right, one's solid. The route is solid, one node's solid and the other one's still flashing.
16:00
Speaker 1
Awesome. And, that's about it here, you may now unplug the child nodes and plug them back to where, they, were. Uh-huh. Okay. Let's just wait for it, turn white, again. Yeah. [silence] [silence]
17:00
Speaker 2
okay I think they're they're both solid now, well. Well, they did one just shut off. Now it's red. Okay. Okay solid that means this one over here on the other side's can do the same thing, right? Let's see what happens. Okay, so that one solid what again. The second node has not turned red yet.
17:00
Speaker 1
we can do for the after the child mode i mean unplug them and then plug them to the location All right sure
18:00
Speaker 2
Maybe that's not going to do it. Hmm. Yeah, they were both solid. All three of them are solid. I should say. Okay. All right. cool. All righty. I appreciate it, man. Appreciate everything that works so duress. I just don't understand why that that's just it. what it did. That's just kind of weird.
18:00
Speaker 1
Well, yeah. Yeah, you're welcome. To you as well. Bye.
19:00