V2 Rubric Detail — 822e47ce-6338-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:49
Duration
25m 32s
Contact
Carl Brooks
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall52.2% (+30.2)

V2 Grader Summary

The agent achieved partial resolution by guiding the customer through Wi-Fi reconfiguration and node reset, resulting in restored internet access. However, the deprecated app was prioritized over the recommended web browser method, diagnostic tools were not used, and technical inaccuracies were present. Customer ownership was maintained, but empathy and effort reduction were only partially achieved.

V1 Case Analysis

Customer unable to log into Linksys app and reported mesh nodes with blinking red/blue lights. Agent failed to confirm model, provided incorrect reset procedures (5-press for WHW03, solid red LED expectation), and mixed guidance for MX2000/WHW03/Velop. Call ended without resolution or clear next steps.

Troubleshooting Steps
  • Advised uninstall/reinstall of the Linksys app.
  • Instructed to connect phone to _VelopSetup Wi-Fi network.
  • Directed to use router password from device label.
  • Suggested resetting child nodes and using 5-press pairing for WHW03.
  • Incorrectly stated child nodes should turn 'solid red' during reset.
Key Observations
  • Agent never confirmed the specific router model or serial number, violating core protocol.
  • Provided conflicting product-specific guidance: referenced Velop, MX2000, and WHW03 without justification.
  • Gave factually incorrect reset instructions: claimed nodes should turn 'solid red' during reset [24:00], contradicting KB (should be solid blue or cycling).
  • Failed to verify whether app login succeeded or nodes stabilized; accepted vague customer responses.
  • Multiple long silences without explanation or call control.
Positive Highlights
  • Agent maintained polite tone throughout the call.
  • Attempted to guide customer through basic app troubleshooting.
Agent Errors / Gaps
  • Failed to collect essential product information (model, serial), violating core protocol.
  • Provided materially inaccurate technical guidance: 5-press pairing is not applicable to MX2000 (Section C of universal_mesh_full_rebuild.md) and LED behavior was incorrectly described (solid red instead of solid blue/purple).
  • Contradicted KB guidance on reset procedures and LED states for Velop/Intelligent Mesh (Section C of universal_mesh_full_rebuild.md).
  • Mixed multiple product families (Velop, MX2000, WHW03) without confirming customer's actual device, leading to invalid troubleshooting path.
  • Ended call without confirming resolution or establishing follow-up path, despite ongoing customer issues.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer regained internet access and completed Wi-Fi reconfiguration, but app login issues were not fully resolved; web browser alternative was not offered.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through app reinstall and password entry, but skipped verification of Wi-Fi connection and did not suggest local web UI as fallback.
R3 Partially Met Correct resolution path conf 80%
Agent pursued app-based resolution path despite app deprecation; however, provided functional workaround via setup flow and node reset, achieving partial success.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified login failure symptom and attempted app reinstall, but did not diagnose root cause (e.g., app sunset, device compatibility).
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., remote session, web UI access) despite availability of local management as documented alternative to app.
T3 Partially Met No misinformation conf 85%
Instructions for password reset and node relocation were correct, but statement about LEDs turning 'solid red, not solid purple' is factually incorrect for MX2000.
Communication
C1 Partially Met Clear & professional language conf 80%
Maintained call flow but failed to clarify transitions between app login and node reset steps, causing potential confusion.
C2 Partially Met Confirmed understanding conf 75%
Used consistent terminology but did not confirm understanding after complex instructions; adapted slightly to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed multiple troubleshooting steps, and did not transfer or abandon.
O2 Partially Met Proactive follow-through conf 80%
Provided next steps (reset WHW03, wait for solid blue), but no timeline or follow-up commitment was given.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for this configuration issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed gratitude and politeness, but did not explicitly acknowledge customer frustration with app failures.
X2 Partially Met Tone & rapport conf 75%
Matched customer’s procedural tone and allowed space for actions, though could have improved engagement during silent periods.
X3 Partially Met Overall experience conf 80%
Reduced effort by guiding through setup flow, but required unnecessary node resets and app reinstalls without confirming root cause.
Call Transcript38 turns · 43 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Yes, hi, this is Regina from Linksys technical support. I'm giving you a call a back because we got disconnected earlier. So I am talking with Carl Brooks. Okay. Now, have you logged into your Linksys app? Can you please try to delete, uninstall, then reinstall the Linksys app?
00:00
Speaker 2
hello hello hello oh yeah, I guess we got cut off yes, man yes oh yeah I'm trying just what I'm trying to do at the moment it is it's it's coming the white screen let me log into the app okay okay okay let's see
00:00
Speaker 1
make sure that phone is connected to develop set up. make sure you're connected to your Linksys network using that phone. and then proceed to log in by using your router password on the Linksys app. [silence] App. manage. Yes. select router or you can try to log in using your email.
01:00
Speaker 2
Manage your Wi-Fi. Now you've got to set up a new Wi-Fi network. Manage. Okay. Okay. Hold on. email address E-M-P-E-R-F
02:00
Speaker 1
Have you ... check if we have the option sir? We found or we find new Italian...
03:00
Speaker 2
okay. TeamOut Coleman It's saying CoCoTamp doesn't have internet.
03:00
Speaker 1
Yes. [silence] Check if you have the option to refresh and find a new network or refound a new network. [silence] Or try to go back and then log in using your router password. [silence] Yeah, select router.
04:00
Speaker 2
Okay. Select different network. Okay. It got offline. It got offline routers. Coco champ. Coco champ. Those are two that I had. Edit, edit, edit. Cancel. Still showing same. F**k network. Okay. Well log out. Okay. Okay.
04:00
Speaker 1
Then try to use the router password labeled on the bottom of the router. Okay? Make sure you're connected to the router or did you change your Wi-Fi name and Wi-Fi password already? Make sure that you're connected to your network first.
05:00
Speaker 2
Managed Wi-Fi, router password. Okay, well it says, number one, go to your phone settings, tap on Wi-Fi, number two, select your Wi-Fi from the list, once connected, return here. No, I didn't. So sorry, router. It doesn't tell me how do we log in? Okay. [silence]
05:00
Speaker 1
yeah, your default Wi-Fi name and password of the parent node, you just start with underscore Velopsetup.
06:00
Speaker 2
hold oh hold oh uh okay so can't can't can connect to uh setup 94 d. Okay. Okay, hold on. Password.
06:00
Speaker 1
Go back to the link that is up. [silence] back to the
07:00
Speaker 2
okay, I think it's connected I guess, now what should I do, okay, thanks, thanks, uh,
07:00
Speaker 1
Try to log in using router password since you're connected to your linksys network now. [silence]
08:00
Speaker 2
[silence]
08:00
Speaker 1
log into the link this up using your router password
09:00
Speaker 2
Logging, logging wear? Okay, I'm trying to find the links to that, but I can't find the app. Easy to you where are you at? Still looking here. [silence]
09:00
Speaker 1
Okay, so you can name your Wi-Fi and change your Wi-Fi password. Now you can actually change it and you can also recover your original Wi-Fi name and password.
11:00
Speaker 2
[cough] So, it says, name your Wi-Fi. Okay. Can't leave it the same or just change it? [silence] [inaudible] subject [inaudible] Wi-Fi network. [silence] change it. Okay. Thank you. Let's start. Got to connect to the wi-fi network first. [silence] thank you. [silence] okay. And when you don't know the password, okay? I don't know. But you used to know. Yeah, I do. So, [silence] okay. I don't know how to go about it, but they usually have a quick setup. Here. Quick setup. [silence] okay. We got to just get the box, you know. Bluetooth because [silence] [inaudible]. So, or continue without. But the box has got the password. clear with. So, fortunately I wouldn't have to put in again. So. [silence] it says, [silence] apply to apply to apply. You got to make sure that it's all you need for that forum in your phone. Okay. You should see the meter okay. It's on the south password now, so, you should see it. It should [silence] allow all of a permissions, but [silence] Okay. It says, accept. Accept. Okay. You got a chances of actually connecting that why. The handy energy now. Okay, the mails, this data has always had to check it out for typing in stuff. [silence] okay. Let's select an app. I didn't have to set up. You should have the linking. But, let's take out the battery now. Sure you would his device is going to power off. Check the cheakable. Sure you would hit the time checking all my devices. It will pick it. Okay. And then, then we gotta put it back. Okay. And then, click the power button. Okay. Then, check the shows which it's still up. It's just like that. And that's it. Don't have to go into too. That's all about it. [silence] okay. Cool. Thank you. Thank you.
11:00
Speaker 1
Select router to log in, or skip for now. And then log in using your router password. Try to use the password label underneath of the router, or the main router.
12:00
Speaker 2
Now, it says, email address and password. Oh, okay. Skip for now. Okay. Router password. [silence] Password. Confirm password. [silence] Okay.
12:00
Speaker 1
I guess it asked you to create a new router password. So you and then follow. Follow the requirements on creating a router password.
13:00
Speaker 2
I'm using the, uh, router password, but it says you can't have, uh, two characters twice in a row, and this one had. Okay. Okay. We'll do then. Yep. Okay. Router password. [silence] Okay. It says configuring the Wi-Fi.
13:00
Speaker 1
Okay, so, let's just keep on waiting since you applied changes. So, once it's done, you may proceed to reconnect your devices to the new Wi-Fi name and password that you created, okay? [silence]
15:00
Speaker 2
thing Go to your phone settings Settings
16:00
Speaker 1
Okay, try to reconnect your devices to the new wifi name and wifi password. Yeah. So let's just wait for the child nodes to turn solid blue. And then while waiting, you need to try to reconnect your devices to the new Wi-Fi name and password. Yes, connect your phone to your new Wi-Fi name and Wi-Fi password. And you can access the internet.
17:00
Speaker 2
still solid blue. The rest of them is blinking red. So, uh, wait until they-come back online? Okay. Under so you mean uh I already I already changed changed my phone. Okay. Okay, I did that. Okay, hold on. Let's see here. Safari. Safari. Uh, yup, it just uh- it looks like I
18:00
Speaker 1
Okay, that's good. And then what is the light indicator of the child nodes? So let me know once the child- No. Solid. Go ahead. Okay, so let's just wait for the child nodes to turn solid red. Solid blue, sorry.
19:00
Speaker 2
can access the internet uh Tower no ads Are blinking. Yeah, they good. They good. I said uh yeah They just downloaded some of my emails so I'm guess I'm online. Child nohews uh uh the parent node is is a solid blue and the child noades are still blinking. Okay. Now the move the other three I mean the M EX1s uh they got to turn red first and then try to hook them up and then they turn blue.
19:00
Speaker 1
Yes. Okay, so proceed to relocate the child nodes of your MX2000. Relocate. Since we already set up sir, so all you need to do is to relocate the child nodes. Exactly.
20:00
Speaker 2
there's all of solid blue. Go ahead, say again. Okay. yep. Okay, sending them back, cupp cake them back to where they were. Oh.
20:00
Speaker 1
Okay. So wait for the light to turn solid blue, sir. And since we already set up, you can proceed to set up your WHW zero 3. So for that one, sir, you can proceed to press and hold the reset button each of your WH zero 3 for 20 to 30 seconds and proceed to use the five press method on setting up them, okay? Yes.
23:00
Speaker 2
Okay. All plugged up. Hello? Hello? Yeah. Okay. Okay. Okay. Okay. Okay. Let me check, make sure they are, uh-oh, here. so, uh, press the reset for 30 seconds, and then, uh, five, uh, reset on the motherboard.
23:00
Speaker 1
Make sure all the child nodes will be changing its color while performing the reset process. And then they will turn to solid read, not solid purple. So for the mx2000, they are all solid blue. Okay, so let's just wait for the other one.
24:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Well the one is blue, the one on the knee is good. Yep, let me check this one in here. Uh. Still waiting on one. Okay. Yep, solid blue.
24:00
Speaker 1
Okay. So, is there anything else that I can help you with? Okay. So, is it? You're welcome. Yes. And thank, thank you so much also for your time and have a great day, Carl. And you're welcome, bye. Bye.
25:00
Speaker 2
Nope. No, ma'am. Thank you very much. Appreciate you. Thanks for staying on here all this time with me. Thank you. Hey, you also you go. Bye bye.
25:00