V2 Rubric Detail — 89a757f8-7ee4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:59
Duration
25m 32s
Contact
210-851-3042
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136927
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ 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

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership3.57/5
Escalation5.00/5
Customer Exp3.21/5
Overall84.6% (+14.6)

V2 Grader Summary

The agent successfully resolved the node connectivity issue by applying the correct KB procedures: proximity placement, factory reset, and the 5-press pairing method. While the agent initially misidentified the node as an 'extender', the technical instructions provided were accurate and led to a confirmed resolution (solid white light). No critical failures or auto-zero triggers were identified.

V1 Case Analysis

Node was red and not pairing. Performed 5-press reset on parent node, node paired and showed solid white. Issue resolved; ticket created.

Troubleshooting Steps
  • Placed node near parent node (within 5 ft).
  • Guided 5-press reset on parent node.
  • Observed LED changes confirming successful pairing (blinking blue → solid white).
Key Observations
  • Agent did not confirm the exact model number, which is a protocol gap for hardware-fault cases.
  • Agent initially gave confusing reset instructions (hold-until-off vs. 5-press), but ultimately guided the correct 5-press method per KB.
  • No warranty verification was performed, despite customer mentioning replacement interest.
  • Agent successfully resolved the pairing issue and created a support ticket.
Positive Highlights
  • Correctly applied the 5-press pairing method for Velop mesh nodes.
  • Created a support ticket and captured customer contact details.
  • Confirmed resolution with the customer before ending the call.
Agent Errors / Gaps
  • Missing model number confirmation.
  • Initial confusing reset instructions (hold-until-off vs. 5-press).
  • No warranty status verification despite customer context suggesting potential eligibility concerns.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms node is solid white and 'back connected to the network' after troubleshooting; issue resolved in call.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through placement, reset, 5-press pairing, and power cycle — all relevant steps for mesh node pairing failure.
R3 Met Correct resolution path conf 95%
Agent pursued correct path: troubleshooting before RMA, consistent with KB for non-connecting nodes; resolved issue without premature escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red light symptom but misclassified device as 'extender' at [08:00], showing initial confusion about product type; root cause (pairing failure) only addressed after correction.
T2 Met Appropriate tools / resources used conf 94%
No external tools (e.g., remote session, logs) were required; agent used correct KB-based procedures (reset, 5-press) appropriate for the scenario.
T3 Met No misinformation conf 96%
Technical guidance was correct: placement within 5ft (universal_mesh_node_management.md), factory reset (universal_factory_reset.md), and 5-press pairing (universal_5press_models.md). Mislabeling as 'extender' is a terminology error but did not lead to incorrect technical instructions.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent lost control briefly at [08:00] by misidentifying device and asking irrelevant questions; recovered but had momentary loss of direction.
C2 Met Confirmed understanding conf 93%
Used plain language, repeated steps when needed, confirmed understanding through action verification; adapted well after initial misstep.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on call, created ticket, did not transfer; took ownership despite initial confusion and saw resolution through.
O2 Met Proactive follow-through conf 92%
Provided clear next steps: move node, monitor light; created ticket; gave customer path to follow up using phone number.
O3 Not Met Closure confirmation conf 91%
Customer mentioned prior contact and registration attempt, but agent did not reference any history or case; treated as new interaction despite customer’s expectation of existing record.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
No escalation needed — issue was resolved through standard troubleshooting; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; category is N.A. per rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and stayed on line, but did not acknowledge customer’s frustration over repeated failed attempts or prior support contact.
X2 Met Tone & rapport conf 94%
Adjusted pace to customer, repeated instructions clearly, maintained engagement throughout troubleshooting steps.
X3 Partially Met Overall experience conf 86%
Customer had to repeat serial number due to ASR issues; agent re-asked for email despite customer stating registration was already done — avoidable repetition.
Call Transcript35 turns · 38 lines
Speaker 2
Welcome to our 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. While waiting, you may also visit support.links.com for more information about your product. We are currently experiencing higher than normal call volume which may result to a longer wait time. We appreciate your patience. You can also visit our website at linkssis.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
[silence] Yes, I was online with y'all's, I guess it's AI bot or something?
05:00
Speaker 2
Thank you for calling, the Exists. This is May. How can I help you?
05:00
Speaker 1
over the weekend - trying to get some tech support on one of my nodes and after going through all that they told me to call you, because they said that we've tried everything we could with this node and it's not old and it said that there's something wrong with it and to call you to figure out how to get a replacement, [silence] yes. [silence] Yeah, the cereal number 58 w1 D I think that's a D. Yeah. Or no, [silence] 58 w1 0 M S D 0 1 367.
06:00
Speaker 2
Um, um, hum. Can you have the serial number of that [link session] router you're calling for? Serial number. Okay, [silence] that's five eight whiskey. One zero Mary too, Dave. David. Zero [silence] M. Zero zero zero, Alpha [silence] Bravo.
06:00
Speaker 1
Can you repeat that one more time? I'm sorry. No, after Mary too should be C as in Charlie and then D as in Delta. So this node it just won't ever connect. It just always has a red light on it. And I've done the reset. I've reset my main router. I've done all the things that everybody told me to do at links. But this one has just never really it's never really connected. My other two nodes connect just fine.
07:00
Speaker 2
[ silence ] [ silence ] yeah David [ silence ] [ silence ] [ silence ] Got it. And then, what's your main issue, by the way, of this device? Why you [ silence ] [ silence ] [ silence ]
07:00
Speaker 1
Correct. Correct. No, see, if I do that, this, no, it's not. It's on the other side of my house. Okay, but once it, once it connects, yeah, once it connects to my main. No.
08:00
Speaker 2
Okay. so you're just trying to troubleshoot an extender not really the main node am I right? okay. now I'll walk you you through the easiest way instead adding it. uh just uh is it nearby uh with the main node now within five feet? Okay, it's like this. Since it's totally disconnected to your network, it's having a red light, it should be placed for the meantime right beside the main node within five feet. Once it's connected, that's the time you can freely connect it to far from the parent or main node. Right now, you need to place that within five feet. Can you do it? I can stay online.
08:00
Speaker 1
I mean, I'll have to unplug it and move it back. Won't we won't we have this issue again. Okay. Let me take it in here and I'll do that. Let's see.
09:00
Speaker 2
No. That's why I advised you to place it within five feet from the parent so that once it's fully connected, you will not going to have issues after even though it will be plug in for I mean, away from the main node, it's already connected, so it will work even though it's not anymore nearby. Yeah, beginning today after you have set up a six to 12 hours. Is that for the extender?
09:00
Speaker 1
OK. I've got it plugged in right next to the main node. Right now it's just flashing blue. So now hit the reset. OK. OK, now it went off and it's red.
10:00
Speaker 2
Okay. Once the light started to flash, you, uh, you need to press and hold its reset button. Just keep holding it until the light goes off. Let go after. Yes. Press and hold the reset button. Keep holding it until the light goes off. Um, it should lit up blue after, so that means it was not successfully reset, [silence]
10:00
Speaker 1
the larger button? other okay still holding it it's just blinking red now it's blinking white now it's blinking red now it's it's solid red now now it's blinking
11:00
Speaker 2
Press and hold still the reset button and just keep holding it until the light goes off. Not the larger, but the small one labeled reset. That's not how the LED indicator should behave. Do you have a sharp pointed object for you to make sure that the small not pinhole, but button they're underneath? press them okay since the light did not go um turns off, you need to press and hold it again, so release and then press and hold it again until the light is no longer visible on top. [silence]
11:00
Speaker 1
it's still just flashing blue. Yeah, still holding it. Okay, it's off. Okay. [silence]
13:00
Speaker 2
how was that? and you're still holding the reset button? Are you are you okay? Relet go of instead of the reset button. I need you to switch it off using the switch downstairs. switch it off. and nine, eight, seven, six, five, four, three, two, one. Switch it on now. and we'll just observe the light indicator. It should light up solid blue and then it'll blink blue and should turn to blinking red.
13:00
Speaker 1
Okay, it's blinking blue now. Yes, correct.
14:00
Speaker 2
We'll see. still blinking blue. Um, it's plugged in directly to a power outlet right, Okay. And it's still using its own power adapter.
14:00
Speaker 1
Yes, yeah, these are, I purchased, these aren't very old. Like this node, it, yes, it's still blinking blue. This node worked for a little while and then one day I noticed that it was just, the light was red and it's never, I've never been able to get it connected again. Now the light is solid blue. [silence]
15:00
Speaker 2
Yeah, indeed this is one of our latest model numbers. So, [silence] Yeah. OK, good. OK, yeah. That means it's on setup mode. So go to the main node, the one that is working fine. You need to press the reset button times. So, in that way the [silence]
15:00
Speaker 1
The small reset button. So there's, there's two buttons on the bottom of these. What's the other button for? Oh, okay. So I need to press the small reset button five times on the main road. Okay. It blinked white for a minute, for just a second, and then now it's solid white again. And now my other node is blinking blue. Yes. Okay. Now the child node is blinking white. Okay. I think I think now they blink wrong. Now they blink wrong. I think I think I I thought they had, uh, they didn't, did they not show them? I thought I had registered them. [silence]
16:00
Speaker 2
Main note will blink white. It will look for nearby link history. Good, the child note nearby, right? Okay. That mean it's trying to pair now. Okay. It will take 30 minutes max for both to have a steady life. And I'll just create a record here, I mean, and a ticket for you and for me as well to register your links as product. Can I have your email address, please?
17:00
Speaker 1
I thought I registered them with you guys with Linksys, but can you check for me? I believe so, yes, because I had some older nodes, and so I called you guys because I was having trouble with them, and they told me that I really needed to upgrade to a bigger, to a better set of nodes because of the size of my house, so that's when I bought these three. So it's going to be COJO009@yahoo.com.
18:00
Speaker 2
which site what was uh, was it last year, the last time you called us was it last year what's your email address, the one that you provided when you called that yeah, oh that's gone. Okay, one second, let me just check this one. That's going to be [ silence ] Charlie
18:00
Speaker 1
Correct. Kodi Ward. Um, GVTC, George, Victor, Terry Charles.
19:00
Speaker 2
Oscar Juliet Oscar 009 at Yahoo.com. Is that correct? What's your first name and last name? Okay, it's not really here, but I'll just create one for you instead. And who's your Internet service provider? Okay, thank you. Okay, our timer is almost up. You've been disconnected. Thank you.
19:00
Speaker 1
I know it's solid white now. Yes. Okay.
20:00
Speaker 2
Is it still flashing white? 10, nine, eight, seven, six, five, four, three, two, one. Still solid white. Okay. That means it's fully connected now. So if you unplug that one and bring it back to its original location, it will just reboot for three minutes max, but no need to do anything. All you need to do is to power it on and it will go online after three or within 30 minutes. Okay? Do you want me to stay on the line while you're doing that?
20:00
Speaker 1
Please. I'm moving it right now. Thank you. okay it just turned white okay awesome man I've been trying to get that thing done
21:00
Speaker 2
[A woman is softly humming.] This means it's back connected to the network.
23:00
Speaker 1
to work for a long time. Yes, still white. I appreciate it. Yeah, I didn't know that. M.
24:00
Speaker 2
Okay. And staying white so far. Okay. Yep, moving forward. Just in case you'll have problem and you need immediate solution, you can always bring it to the main and make sure it's on setup mode, steady blue color. You can then do the five press to reset anymore. Any nearby links that is on setup mode will be able to connect by doing that. Yeah, but if ever it keeps on happening, you have our record here already Cody, so just let us know then. You have Amy.
24:00
Speaker 1
Uh, were you able to get that registered for me? Awesome. Awesome, thank you very much. You too, thanks. Bye.
25:00
Speaker 2
Other concern aside from this one or you're all good. Aye, I did it already here in our system and you have already a ticket here. So if you'll call us back using your number still 210-851-3042, we can pull up your record here. Anytime you call up. You're welcome. You take care. Bye bye. [silence]
25:00