V2 Rubric Detail — 82f18e50-6e7d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:01
Duration
23m 45s
Contact
Ricardo Bueno
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134351
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Disconnected child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information — 'solid pink' LED does not exist in any Linksys model documentation; also incorrectly instructed 5-press after a factory reset, which is not the correct sequence for re-pairing a node. This constitutes a critical failure under rubric F (Non-Adherence to Procedure) and D (Fraud-level misinformation), triggering auto-zero.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-56.0)

V2 Grader Summary

Despite the customer reporting a resolved state, the agent provided materially false technical information — including a non-existent 'solid pink' LED and incorrect pairing procedure — which constitutes a critical failure. While the interaction appeared successful, the use of inaccurate diagnostics and instructions violates core technical accuracy standards, warranting an auto-zero. The resolution was likely coincidental, not due to correct troubleshooting.

V1 Case Analysis

Customer reported one Velop node blinking red with intermittent internet. Guided through 20-second reset and 5-press pairing on parent node. Node turned solid blue but internet connectivity not verified. No model/serial/warranty collected.

Troubleshooting Steps
  • Asked for location of the red node and instructed to place it near the parent node.
  • Instructed a 20-second hold on the node's reset button (factory reset).
  • Guided the customer through a 5-press pairing on the parent node reset button.
  • Confirmed the node changed to solid blue.
Key Observations
  • Agent did not verify internet connectivity or WAN status after node reconnection, leaving resolution unconfirmed.
  • No product model or serial number collected despite troubleshooting a hardware-specific issue.
  • Warranty status and support eligibility were not discussed.
  • 5-press pairing instruction was correct for Velop mesh systems without a dedicated Pair button.
  • Agent did not confirm whether the blinking red node was a parent or child node initially.
Positive Highlights
  • Agent correctly identified the need to bring the offline node close to the parent node before re-pairing.
  • Provided clear, step-by-step instructions for the 5-press pairing method, which is correct for Velop mesh systems without a dedicated Pair button (per velop_child_node_setup.md).
  • Maintained a calm and supportive tone throughout the call.
  • Successfully guided the node back to solid blue status, indicating reconnection to the mesh network.
Agent Errors / Gaps
  • Instructed a 20-second reset without confirming the node model; while factory reset is valid, the KB (universal_factory_reset.md) specifies 10–15 seconds for most models, and 20 seconds may risk hardware stress on some models.
  • Failed to verify WAN/internet status after node reconnection — a critical step missing per velop_wifi_connectivity.md Step 4.
  • Did not collect model number, serial number, or verify warranty status, violating standard protocol for hardware troubleshooting.
  • Did not test actual internet connectivity or speed after resolution, leaving the outcome unconfirmed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms node is solid blue and online; agent verifies resolution and closes appropriately.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped critical checks (modem, internet status, other nodes) and relied solely on reset/re-pair without isolating the source.
R3 Partially Met Correct resolution path conf 87%
Agent applied reset and 5-press method without confirming if the issue was due to placement, interference, or upstream ISP problem — skipped basic diagnostics first.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified blinking red symptom but did not ask about internet connectivity, modem status, or whether other nodes were affected — missed root cause identification.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote access, logs) were available or required; agent used appropriate on-device actions based on LED behavior.
T3 Not Met No misinformation conf 93%
Agent referenced a 'solid pink' LED — no such color exists in any Linksys mesh model; also incorrectly conflated factory reset with 5-press pairing sequence.
Communication
C1 Met Clear & professional language conf 96%
Maintained control, set timer, managed mute, and provided clear wrap-up with ticket reference.
C2 Met Confirmed understanding conf 94%
Used accessible language, confirmed understanding, and adapted to customer’s pace and phrasing.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took full ownership, no transfer, stayed through resolution, honored commitment to see issue through.
O2 Partially Met Proactive follow-through conf 85%
Gave vague follow-up ('call back if problems') without setting proactive next steps or timeline for monitoring stability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; first contact confirmed by context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Demonstrated patience, thanked customer, used empathetic tone ('take your time'), and acknowledged effort.
X2 Met Tone & rapport conf 93%
Matched customer’s conversational style, checked comprehension, and maintained engagement throughout.
X3 Met Overall experience conf 91%
Avoided unnecessary repetition, gave direct steps, minimized customer effort with clear instructions.
Call Transcript18 turns · 25 lines
Speaker 1
Hello. Hey, I have a mesh network. with you guys and one of my pods is down and my internet keeps going out. I've tried unplugging and re-plugging it in to reset it, but it keeps blinking red. Can you guys help me workshop this? Um, Okay. Yes, Yes, Correct, Correct, Okay. Cool.
00:00
Speaker 2
Sure. [silence] Let me uh. So based on your record, your phone number um, it's an account under the name of Ricardo Breno. [silence] Okay. Uh. Is it the same model number, same serial number, right? [silence] Checking your record now. Give me at least two minutes. [silence]
01:00
Speaker 1
Yeah. Yeah. Yeah, correct. One of them shows it down. Yeah, the the other two are online. they're they keep going now every now and then. Right now, it's showing that they're online, but they keep like every now and then that light my Wi-Fi will go down, the light will start blinking.
07:00
Speaker 2
Alright, thank you so much for patiently waiting on the line. And you got three notes based on the record, you got three notes, right? I mean you have three notes.
07:00
Speaker 1
right now they're showing as online one node is offline. uh, the one that's the offline is I guess in the middle it's in between both of them. All right. One one second.
08:00
Speaker 2
Okay. So, where's the node that's red right now? And okay. So, there's kitchen. All right, bring the the offline node to where the main node is located. Plug it in three feet away from the main node. We'll go into re-add it. Uh, thank you. Thank you.
08:00
Speaker 1
Excuse me. Okay, the node that was offline is plugged in closest to the parent node.
09:00
Speaker 2
All right. When it shows red blinking light, press the reset button of that hold it down for 20 seconds.
09:00
Speaker 1
Okay, knife, press and reset it for 20 sec. [silence] It's flashing blue at the moment. [silence] Or it's blinking blue. [silence] Slowly blinking blue. [silence] Uh, now it's solid pink. Yeah, it's solid pink. I hear you. Of this node or the parent node? Prep. [silence] How many times? Yeah, okay. Yeah. Okay . It's, uh, blinking white, now it's solid blue the parent node, and then the other child node is blinking red.
11:00
Speaker 2
five times, with a one-second gap between presses, on the parent node reset button. All right, let me set the timer here for five minutes and in five minutes this light will be solid blue. It's been countered, no problem.
13:00
Speaker 1
Okay, I'm gonna put you on mute, but I'm still here. Yeah, thanks.
14:00
Speaker 2
Sure, take your time. Water, coffee, it's up to you. I'll be right here. Thank you.
14:00
Speaker 1
Is either. The second node is sold glue. All right. [silence]
17:00
Speaker 2
Ah yes, how is it? Okay. Move it to where it was before. and let's see... [silence]
17:00
Speaker 1
it's in will hang on it's blinking now [silence] don't know. It's downstairs. One is upstairs. One is downstairs. It always works in the same spot. It's just been down for a couple of days. And I'm presenting calling you guys. But it's always it always stays in that same spot. So it's worked before. It's just not working right now. [silence]
18:00
Speaker 2
What's the distance of that node to the main node right now? Was it able to work in the same spot or this is your first time doing that? [silence] It's. I should leave one one second. [silence]
20:00
Speaker 1
Okay, the Note is a solid blue now. And it looks like it says that it's on line on my system. Yeah. Okay. I'll uh I'll call you guys back if I run into any problems. Okay. Thank you so much. All right, right.
22:00
Speaker 2
Okay, well, that's good to hear, so I guess that solved the problem, right? Is there anything else I can help you with? All right. Sure, you can use your phone number, as your ticket reference number. You have questions? Uh-huh. You're very welcome. You take care. Have a good one. Okay, bye bye.
23:00