V2 Rubric Detail — 74e2e922-7fed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 01:35
Duration
21m 6s
Contact
920-225-9029
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00137197
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_One Node Not Resetting

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall53.5% (+5.5)

V2 Grader Summary

The agent demonstrated ownership and empathy while troubleshooting an OOW device, but critical technical inaccuracies (undocumented reset procedures, incorrect hold times) and skipped diagnostic steps prevented resolution. Communication was generally appropriate but lacked adaptation to customer confusion, and next steps lacked concrete timelines. The issue remained unresolved, resulting in a partial resolution outcome with no auto-zero triggers present.

V1 Case Analysis

WHW01 node stuck solid dark blue, not resetting. Performed power-cycle and non-standard recovery-reset steps, advised web-UI factory reset. No resolution; customer to try later. Out-of-warranty – recommend replacement (MX2000/MX6200).

Troubleshooting Steps
  • Power-cycled the node (unplug/plug with short delays)
  • Executed a non-standard recovery-reset sequence (unplug 2s, plug in 5s, repeat)
  • Advised checking for default Wi-Fi SSID broadcast
  • Guided to access node via Ethernet at 192.168.1.1/myrouter.local for web-UI factory reset
Key Observations
  • Agent repeated power-cycle instructions multiple times, causing confusion.
  • Non-standard 'recovery reset' procedure (unplug/wait 2s, plug in/wait 5s, repeat) was instructed — not documented in KB.
  • Agent suggested assigning a static IP (192.168.1.2) to access the node, which is unnecessary and non-standard.
  • Agent did not verify if the node was broadcasting its default SSID before suggesting wired access.
  • Agent correctly identified the device as out of warranty and offered upgrade options.
Positive Highlights
  • Polite and apologetic tone throughout the call.
  • Confirmed out-of-warranty status and clearly explained replacement/upgrade options.
  • Provided concrete self-help steps (power-cycle, check SSID, web-UI reset).
  • Correctly identified that a non-responsive reset button suggests hardware fault.
Agent Errors / Gaps
  • Advised holding the reset button for one minute; standard factory reset for Velop nodes is 10–20 seconds.
  • Provided a lengthy, undocumented 'recovery reset' sequence (unplug/wait 2s, plug in/wait 5s, repeat).
  • Suggested assigning a static IP (192.168.1.2) to access the node, which is unnecessary and not standard.
  • Did not verify whether the customer could access the node’s web UI or confirm if the node was broadcasting its default SSID.
  • Did not confirm whether the node was a parent or child, which affects troubleshooting path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Node remained stuck in solid dark blue throughout call; no reset succeeded and customer ended call still unable to use device.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempted multiple reset methods and power cycling, but skipped key diagnostic steps like checking if node was in setup mode (solid purple per KB) versus operational (solid blue).
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but proceeded with full troubleshooting (reset, power-cycle, web UI access attempts) and offered upgrade suggestions rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid dark blue, no reset) and asked about power adapter, but failed to ask whether the node ever successfully joined the network or if this was a new setup — a critical omission per velop_router_setup.md.
T2 Not Met Appropriate tools / resources used conf 90%
Agent instructed customer to perform an unverified 'recovery reset' sequence not documented in any KB; recommended holding reset for one minute (vs. KB’s ~15 seconds); suggested accessing web UI without confirming node was online. No use of standard tools like firmware check or logs.
T3 Not Met No misinformation conf 95%
Agent instructed customer to hold reset button for one minute — contradicts universal_factory_reset.md (10–20 seconds); described a complex multi-cycle 'recovery reset' not found in any KB; claimed reset button was 'bad' without evidence, misdiagnosing potential hardware fault.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the interaction and maintained basic control, but had long silences, repeated instructions unclearly (e.g., recovery reset steps with variations), and lost track during explanations.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'static IP', 'default gateway', and 'web UI' without simplifying for a potentially non-technical user; did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on all troubleshooting attempts despite OOW status.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested next steps (wired access, web UI reset, consider newer model) but provided no concrete timeline or follow-up commitment, leaving customer to self-manage.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or evident; this appears to be the first contact for this issue (case_history_applicable=false in Assessment 4).
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was made, but none was warranted — agent reasonably concluded this was a hardware fault beyond L1 support and offered appropriate next steps (web UI reset, upgrade options).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred on this touch and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy multiple times: 'I’m sorry to hear that,' 'I’m sorry you’re experiencing this issue,' and maintained a polite tone throughout.
X2 Partially Met Tone & rapport conf 80%
Agent remained courteous but did not adjust pace or simplify language during complex instructions; customer had to repeat steps and clarify, indicating possible confusion.
X3 Partially Met Overall experience conf 85%
Agent asked customer to perform repetitive and physically demanding reset cycles (multiple unplug/replug sequences) without streamlining or offering alternatives, increasing effort unnecessarily.
Call Transcript40 turns · 41 lines
Speaker 1
Welcome to call radio. Go ahead. Hi Joanna, my name is Matthias. I have a Linksys node here that I found out today is stuck in the boot phase or the solid dark blue and it hasn't left that state ever since. And I was hoping I can get some help on that. Did you say this is my first time calling? Do you want to tell?
00:00
Speaker 2
welcome to lynksus 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. Thank you for calling lynksus technical support. My name is and how may I help you today? Oh, I see. I'm sorry to hear that. Let's see what we can do to get this fixed. By the way, is this your first time contacting lynksus technical support? Yeah. Yeah. Yes, this is.
00:00
Speaker 1
Nope, this isn't. Hmm. And I calling from the same country use say? Uh, I don't think so. It's kind of the same device, but a different situation. Yeah. Yep, first name is Matius, M-A-T-T-H-I-A-S. Yep. Last name is Geyer. G-E-I-E-R.
01:00
Speaker 2
First time calling. I see. Let me check your record in the system. One moment, please. Are you contacting us for the same concern and for the same device. Uh for the same device and for the same concern. I see. I understand. May I have your first name and last name, please. And can you please spell it out for me using phonetics? Okay. May I also have your last name, please? [silence]
01:00
Speaker 1
Matt mascott phonem at 1 at gmail.com [silence]
02:00
Speaker 2
E are a Kate may also have your email address and can you please spell it out for me using fanatics? Okay. Let me repeat if I got it correctly. So your email address is M for Mike, E for eco, T for Tango, T for Tango, H for hotel, I for India, A for alpha, S for Sam, S for Sam, N for nano, A for alpha, S for Sam. 21 at gmail.com. Is this.
02:00
Speaker 1
Uh, no, I think you missed a, um, a couple of letters in there. Yeah, do you want me to do it phonetically here? Yeah, it's my pleasure. Um, I'll try again. It's M as in Mary. A as in Adam. T as in Tom. T as in Tom. A H as in Henry. I as in India. A as in Adam. S as in Sierra. F as in Foxtrot. N as in November. A as in Adam and then F. [silence]
03:00
Speaker 2
[silence] [silence] can you spell that out again? I'm sorry. [silence] yes, please, thank you.
03:00
Speaker 1
yep uh supposed to be directed to asasin Frank, twenty one at gmail.com [silence] yep [silence] yep, I have it right here, I'll do the model number first [silence] yep. uh model number or model is William Henry, William 01 or WHW 01 [silence] and then serial number whenever you're ready all right, so your number is 25 F as in Frank [silence] 11 M as in Mary [silence] 3 B as in Boy [silence] A A as in Adam [silence] 04.
04:00
Speaker 2
great, thank you so much, we also have the model number and the serial number of the device, you can find that on the sticker underneath the device or on the box it came with it. Okay, thank you. Again. Okay. Yes, I'm ready.
04:00
Speaker 1
141 That is correct. Uh I want to say uh Venture communications. Yeah, absolutely. Yes, my pleasure. [silence]
05:00
Speaker 2
Thank you so much. And you're calling from the United States, right? May I also know your internet service provider for documentation purposes? Okay, venture communication. Got it. Thank you so much. May I place you on hold for two to three minutes to check the warranty status of the device? Okay, thank you.
05:00
Speaker 1
Yeah, absolutely. Um, I have three in total and all three of them are the same. Just this one is causing problems. That is correct.
06:00
Speaker 2
Thank you for patiently waiting. By the way, I can see that this product is outside of its warranty period but I'm glad you called. Let's take a look at the issue together and see what we can do for you today. Just to set the right expectation, since the product is outside warranty, replacement options would still follow the warranty policy, but we can absolutely take a look at the issue and see what we can do, okay? All right. Thank you so much. By the way, how many Linksys devices do you have in all? I So, only one node remains solid blue and it will not reset, correct? Okay, and then it is no longer broadcasting, [sound interruptions] [incomprehensible]
06:00
Speaker 1
I do not believe so no. Okay. Okay. I'm pressing right now. [silence]
07:00
Speaker 2
OK, let's try to reset the node one more time and please observe the light on the node while you're pressing the reset button, okay? OK. Please press and hold, while the device is powered on, press and hold the reset button for one minute and let me know if the light will change. OK, thank you. [silence]
07:00
Speaker 1
nope. it's still on solid dark blue. do you want me to check it it i can check it. sure. let me check here for you. yeah. the output is 12 volts, 1 amp. and the input uh is uh 2.8. a cool. you. well, I don't 2.7, 2.8, 2.9. uh you know, we have something. I think you maybe get a better battery or better voltage.
08:00
Speaker 2
Okay, did you notice the power light blink when you press the reset button? I see. It appears that the node is no longer resetting. Um, by the way, are you using the original power adapter that came with the node? I know the power, um power adapters, such as the power input and power output. Okay.
08:00
Speaker 1
is 100 to 200 volts Alternate and 50 to 60 Hertz 0.3 amps max. And it does say links is written under it. I think I tried that and it still didn't work. say that again? Um Yep, and it's no good.
09:00
Speaker 2
OK ay. okay, thank you. Have you all... OK, thank you so much. Have you already tried swapping the power adapters of the working node and non-working node before contacting us and then resetting the device again? OK, thank you so much. Have you tried plugging the node to a different working power outlets? Have you tried plugging the node to different working power outlets?
09:00
Speaker 1
You saved wait for two seconds. Okay. Okay, I plugged the power back in. I think it's been five seconds already.
10:00
Speaker 2
Okay. And do you have a, Please hold on. Let's do a recovery rest. Okay, so let me guide you in how to do that steps. So, here is how you will perform the recovery reset method. You will do it, plug the power from the router and then wait for 2 s. Yeah, So you'll plug the power from the router, wait for 2 s. Then plug power back on and count for 5 s. Okay, and then you count for 5 s. [silence]
10:00
Speaker 1
Okay. Okay. Okay. All right. Okay. One. Two. I'm plugging it back in. Okay. Got it. Okay. Okay. Oh my. Okay. Okay. Okay. Okay. Okay.
11:00
Speaker 2
and then unplug the power from the from the router. Wait for two seconds. And then plug plug it back. Wait for five seconds again. And then and then unplug it and wait for two seconds. and then plug the power back on. Then count for another five seconds. and then unplug the power from the router.
11:00
Speaker 1
O kay, two seconds. One, two. Okay. 1, 2, 3, 4, 5. it's okay, one, two. I'll plug back in. One, two, three, four, five. Okay. It's red and then you're in blue. And that's usually the process, I're
12:00
Speaker 2
R and then wait for 2 2nd. For the last time, unplug the power back on and count for 5 s. I'm sorry, it's not yet the last time. Unplug the power from the router again. Wait for 2 s. I'm so sorry about that. Okay, connect, okay. All right. Okay, now this would be the last time since the power is now connected, let's wait for about two and four two to four minutes. Let me know if the power light will change. Is it blinking right now or does it remain solid blue?
12:00
Speaker 1
Remember, I know this unit specifically has a little more dimmer blue, I'm assuming the light might be going out, but that's just me, and I don't think that really affects the performance of it. Yeah, I can do that. Okay. So, turn the switch off on the bottom, and then hold the power uh, the reset switch. Okay.
13:00
Speaker 2
Okay. Okay. Since the router is not resetting, let's try resetting it while the device is turned on. Turned off, I mean. Can you toggle the power switch at the bottom of the node to off and then and then reset it again while it's turned off for one minute? Yeah, and press and hold it. Yeah, for one minute and then turn on the power switch after one minute and press and hold the reset button again for one minute. Okay, thank you.
13:00
Speaker 1
all right, I think I got one minute on it, Oh, no, I'll, do you want me to turn the switch back on and press [silence]
14:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] is the power light still solid blue until now
14:00
Speaker 1
Okay. The light's still solid blue, but I think it's just trying to do maybe do its boot process, so maybe it give, uh, about a minute or two, maybe.
15:00
Speaker 2
Oh, yeah, I'm sorry. Yeah, please do. Um, plug the power back on and then reset it again. Okay. All right. All right.
15:00
Speaker 1
Bless you. Uh, so far, yeah. Okay. Let me see here. Um, we think it's only picking up the, the two functional ones. I don't think it's picking up the bad one.
16:00
Speaker 2
still solid blue not changing I see can you please go to your wireless device like your like your phone or computer and check if it can detect the default wifi name of the Next we can sign the default WIFI name of the node on the label underneath it then check if your device can detect the wifi name always can you please repeat hello can you you're welcome do you have the computer that we can wire directly to the non-working
16:00
Speaker 1
I don't have a computer with me right now, but I can maybe write down instructions. Maybe I could try it for later. Okay.
17:00
Speaker 2
Oh. Okay. Yeah, you can also try to wire a computer directly to the node and then access its setup page using 192.168.1.1 or try to access it using myrouter.local. If you cannot access the router's page, try to assign a static IP address on the computer. The default gateway should be 192.168.1.1 and then the IP address should be 192.168.1.2. Then try to access the router's page again using 192.168.1.1. Just make sure that the computer that is wired to the non-working node is not connected to the working nodes, because you may end up accessing the working nodes and not on the non-working nodes. Make sure if the computer has wireless capability, make sure to turn up the Wi-Fi on that computer and then try to access the setup page of the non-working nodes. If you can access the setup page of the working node, you can try to reset the device on the web-based setup page. You can go to troubleshooting on the left side panel of the page and then click on, please hold on, let me check. Click on troubleshooting, diagnostics, and then factory reset. Click reset to factory default settings. Yeah. If the router will reset,
17:00
Speaker 1
Okay. Yeah. Yeah, I'll I'll see what I can do it far I it's still plugged in here and it's still not going through the boot, so I'm assuming in my in my opinion, of course, I think the unit's stuck. Yeah. Um, if I wanted to at least get rid of this one, is there. Do you guys still manufacture similar ones to the uh one series or are there newer ones? [silence]
19:00
Speaker 2
on the web. UI. It means that um the reset button is bad so only the reset button is bad and not um the whole unit itself so hopefully you can access the setup page of the node so you can try to reset it on the web. UI. or on the Linksys apps. Okay. Yeah yeah You're correct. I'm so sorry that you're experiencing this issue Matias. And um Do you still have other questions that you can that I can assist you with today? Yeah actually this product is no longer manufactured to
19:00
Speaker 1
Okay. Okay. Okay, sounds good. Yep. Um, nope, I will try to continue figuring this out. I appreciate your help very much today. Sounds good. You too. Yeah, bye bye. [silence]
20:00
Speaker 2
However, you can purchase a different model, like the MX 2000 or the MX 6200. The upgraded model for this unit is the MX 6200. However, if you only need to add a device to your network to extend the signal of your existing parent node, you can get the MX 2000. But, if you want to upgrade your whole network, you can purchase the MX 6200. Okay. Okay, thank you so much. Do you still have other questions that I can assist you with? Okay. Thank you so much, too. Please contact us back if you need assistance, okay? Yes. Thank you for calling Linksys. Once again, my name is Dana and I hope the rest of your day goes smoothly. Bye-bye and take care.
20:00