V2 Rubric Detail — 84c7f450-7678-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 00:45
Duration
7m 16s
Contact
Julie Grimmer
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00103670
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Child node lost connection to the network
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution2.19/5
Technical0.62/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp1.79/5
Overall41.6% (+17.6)

V2 Grader Summary

The child node remained blinking red throughout the call with no resolution achieved. While the agent correctly identified the MX2000 as 5-press compatible and demonstrated ownership, they provided technically inaccurate instructions, failed to use appropriate diagnostic tools like the web UI, and created unnecessary customer effort by repeating the same failed action without alternatives.

V1 Case Analysis

Child node of MX2000 Velop mesh remains blinking red after multiple failed 5-press pairing attempts. Agent provided incorrect instructions and no effective troubleshooting path.

Troubleshooting Steps
  • Verified parent node LED is solid blue.
  • Instructed 5-press pairing on the parent node (with incorrect description).
  • Repeated 5-press pairing after child node failed to pair.
  • Incorrectly suggested pressing reset on the child node during pairing.
Key Observations
  • Agent inaccurately described the 5-press method as 'five or six times' and 'jumps to the five', which is not supported by KB documentation (universal_5press_models.md).
  • Agent incorrectly instructed the customer to press the reset button on the child node during pairing, which is not part of the 5-press procedure and could disrupt the ready state.
  • No alternative troubleshooting methods (factory reset, web UI Add Node) were offered despite repeated failure.
  • Agent failed to verify the child node’s LED state before repeating the same ineffective step.
  • Call ended without any concrete next step, escalation path, or self-help guidance.
Positive Highlights
  • Correctly identified the customer's model (MX2000) from the initial description.
  • Confirmed the parent node was online (solid blue) before attempting pairing, aligning with best practices.
Agent Errors / Gaps
  • Provided materially incorrect description of the 5-press pairing process (e.g., 'five or six times', 'jumps to the five') — contradicts KB documentation in universal_5press_models.md and velop_child_node_setup.md.
  • Instructed customer to press reset on the child node during pairing attempt — incorrect procedure that could prevent successful pairing (see universal_factory_reset.md).
  • Failed to suggest factory reset of the child node after repeated failures, a standard step per universal_factory_reset.md and universal_mesh_full_rebuild.md.
  • Did not offer the web UI Add Node method as a backup, which is a documented alternative in velop_child_node_setup.md and universal_mesh_node_management.md.
  • Repeated the same ineffective step without diagnosing why it failed, violating troubleshooting flow principles.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Child node remained blinking red throughout the call; no resolution achieved or confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated correct 5-press pairing for MX2000 but failed to progress to factory reset, web UI, or signal check when it failed.
R3 Met Correct resolution path conf 85%
Agent correctly identified MX2000 as 5-press compatible and pursued appropriate pairing method without prematurely dismissing or escalating.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to apply a logical diagnostic process; did not ask about firmware, prior resets, or placement history, and simply repeated the same failed action without isolating the cause.
T2 Partially Met Appropriate tools / resources used conf 85%
Used 5-press (valid tool for MX2000), but failed to use the web interface (http://192.168.1.1) to verify node status or initiate 'Add Node', which is the documented backup method when physical pairing fails.
T3 Not Met No misinformation conf 95%
Agent provided confusing and technically unsupported instructions: 'press five plus the increase plus or the press button' and 'if you press either five or six times, it will jump to the five'. The KB specifies exactly 5 quick presses on the parent router; there is no 'increase plus' button or 'jump' logic.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control and repeated steps, but instructions were disorganized and lacked clear transitions or expectations for timing.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms like 'press five times' but introduced confusing metaphors ('jump to the five') and did not confirm understanding after complex instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and continued attempting solutions without avoiding responsibility.
O2 Not Met Proactive follow-through conf 95%
Only instructed to 'wait for it to turn solid' with no time frame, next steps, or follow-up plan if it failed.
O3 Met Closure confirmation conf 95%
Agent referenced customer record (name, email, model MX2000) and did not re-ask known information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the situation did not clearly require escalation (L1 troubleshooting still applicable).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional and did not become impatient, but offered no empathy statements or acknowledgment of customer frustration.
X2 Partially Met Tone & rapport conf 80%
Agent continued attempts despite confusion, but did not adjust phrasing or check comprehension after customer repeated issues with node behavior.
X3 Not Met Overall experience conf 95%
Customer was asked to repeat 5-press multiple times with no progress, creating unnecessary effort without alternative paths offered.
Call Transcript12 turns · 12 lines
Speaker 2
Welcome to linksys support. 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 register.linksys. Please have your device serial number ready. For assistance, press one now. For out-of warranty products paid, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of warranty products, paid support options may be available depending on the issue. Thank you for calling linksys. This is eppy. How can I help you? Okay,
00:00
Speaker 1
Correct. Fix it. Yep. Yes. I guess, yeah. Um, um, so, oh yeah, UX 2000. Okay. Yes. [silence]
01:00
Speaker 2
One of the nodes is purple. All right. I just pulled up your record, ma'am. So, this is Julie Grimmer, and the email address is gim-223@aol.com. So, you have an Mx-2000. Is that the model number? Okay. Okay. All right. So, maam, can we uh since it's purple, that just means maybe the router, that router was reset to factory default. Okay. Because right now that is ready for setup. So, can we move that closer to the parent node, at least five to six feet? [silence].
01:00
Speaker 1
Okay. We didn't. Yep, it's it's plugged in and it's next to the parent node. Purple. Nope. Solid. So on the parent node, press recess five times. Okay. One, two, three, four, five. And then [silence] reset on the child node. Five more times, one, two, three, four, five.
02:00
Speaker 2
Okay. So what we can do here is we're going to reconnect that child node back to the parent node. Right. So just let me know if it's already plugged in. Okay. Say it's pulled in and right now, is it solid purple or it's blinking? Solid? Okay. Now, let's do a five press on the parent node. Okay. This is the quick and easy way to connect the child node back to the parent node, to pair them. Okay? So, yep, just Yes. That is correct, ma'am. So press. So let's just press five plus the increase plus or the press button. Okay. So just here it is. You'll see, there you go. So that's blinking, solid. Okay. And if you press either five or six times, it will jump to the five, depending on how you want to control it. So, for example, so press like five times to jump back to the five. So it adds like two times as well as three. Okay.
02:00
Speaker 1
one, two, three, four, five. So I pressed it five times, and now it's blue. Well, the parent is the blue as it's been. No, it's not. It's just blue, solid. Yep. No, it's not blinking. I can reach that, I can do it again, but no, it's just solid blue. The child node is just staying purple.
03:00
Speaker 2
to reset button five times. okay, so the parent light, is it blinking? it's blue, solid blue, it doesn't blink. What about this, what about the child node? we do the five button five press again.
03:00
Speaker 1
so now it's blinking the red, it's blinking, the blue, it's just staying blue oh now it's blinking blue, now the other one's blinking the purple. so parent node is solid blue, but the child node is blinking red [silence]
04:00
Speaker 2
Okay, so we'll wait for it to turn solid, okay? We wait for both nodes to turn solid. [silence]
04:00
Speaker 1
Um, yeah, and the child one. It just keeps blinking red. And the parent node is solid blue.
05:00
Speaker 2
blinking on the child
05:00
Speaker 1
It's still blinking red. Oh, now it's blue. So a lube. Oh, now it's red.
06:00