V2 Rubric Detail — 8d3db440-6eac-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:38
Duration
13m 44s
Contact
Robert Vaughan
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134382
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall62.7% (+6.7)

V2 Grader Summary

The agent achieved a full resolution as the customer confirmed all nodes were connected and only needed to rename the Wi-Fi. However, troubleshooting was incomplete — the agent skipped essential steps like verifying resets and placement, and provided materially incorrect technical information by claiming blue/green LEDs mean 'connected', when KB states solid white is the correct indicator. Despite these flaws, the outcome was successful due to the web UI method working.

V1 Case Analysis

Customer reported two Velop child nodes stuck solid red. Agent instructed 25-second reset (vs standard 15 sec), directed to non-existent 'CA router setup' in web UI, and gave inaccurate Wi-Fi band explanations. Nodes eventually showed green, but fix not verified. Advised to rename SSID in Wi-Fi settings.

Troubleshooting Steps
  • Reset child nodes (held reset button ~25 seconds)
  • Attempted to add wireless child nodes via the web UI (Connectivity > CA router setup)
  • Observed node LED status (green)
  • Advised to rename SSID/password in Wi-Fi Settings
Key Observations
  • Agent never collected product model or serial number (critical protocol failure).
  • Directed customer to non-existent 'CA router setup' option in web UI (major accuracy failure - correct path is Network > Add Node).
  • Provided incorrect reset duration (25 seconds vs standard 15 seconds for red LED nodes).
  • Gave factually incorrect information about 6 GHz Wi-Fi being 'new' and 'coming up' (6 GHz is standard on Wi-Fi 6E/7).
  • Failed to verify actual internet connectivity or node stability after 'fix'.
  • Misunderstood LED meanings - claimed 'blue or green' means connected, but green is not a standard Velop LED state.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Attempted to guide the customer through the web UI.
  • Confirmed that nodes eventually displayed green, indicating possible connection.
  • Advised customer to rename SSID in Wi-Fi Settings (valid step).
Agent Errors / Gaps
  • Missing model/serial number collection (critical protocol gap).
  • Directed customer to non-existent 'CA router setup' option in web UI (major accuracy failure).
  • Provided incorrect reset duration (25 seconds) for red LED nodes - correct is 15 seconds (accuracy/protocol).
  • Gave factually incorrect information about 6 GHz Wi-Fi being 'new' and 'coming up' (accuracy).
  • Failed to use standard child node pairing methods (Pair button, 5-press, or Add Node via web UI).
  • Misstated LED meanings - green is not a standard Velop LED state (accuracy).
  • Provided incorrect Wi-Fi band information (5.1 GHz does not exist; 6 GHz is current standard).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer: 'So it looks like I got everything connected... I just have to go back and rename all my Wi-Fis.' Agent confirmed nodes were online and guided to rename SSID.
R2 Not Met Diagnostic thoroughness conf 90%
Agent mentioned 'five press' but then said not to do it, skipped reset verification, and relied solely on web UI add-node without checking placement, LED states, or power cycle — missing core diagnostic steps.
R3 Met Correct resolution path conf 90%
Agent stayed on call, attempted resolution via web UI, and did not prematurely dismiss or transfer despite complexity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified solid red LEDs and asked about hard-wiring, but did not confirm reset completion, check distance from parent, or verify ISP connectivity — incomplete root cause analysis.
T2 Met Appropriate tools / resources used conf 93%
Agent used the Linksys Smart Wi-Fi web interface (add wireless child nodes) — correct tool for this scenario and interpreted its use appropriately.
T3 Not Met No misinformation conf 95%
Agent stated: 'Blue or green, that means it’s connected' — this is technically incorrect; per KB, solid white (not blue/green) indicates online status on Velop mesh nodes.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent gave instructions but had long silences, abrupt transitions, and no clear framing of steps or expectations.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'CA' and 'add wireless child nodes' without confirming understanding; customer later said 'Underwear' indicating confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call, performed troubleshooting, and did not transfer — full ownership demonstrated.
O2 Met Proactive follow-through conf 92%
Agent clearly instructed: go to Wi-Fi settings and change the network name and password — specific, actionable next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent said 'I'm sorry' and thanked customer, but interaction remained transactional with minimal acknowledgment of frustration or effort.
X2 Partially Met Tone & rapport conf 81%
Agent maintained technical tone despite customer confusion (e.g., missing 'CA' option), did not adjust pace or simplify language.
X3 Met Overall experience conf 89%
Agent avoided unnecessary repetition and guided customer directly through the web UI to resolve the node addition issue.
Call Transcript24 turns · 25 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. Hello, good evening. This is Epi from ... Hello, good evening. This is Ed from Linksys. Hi, Robert ... I'm good. I'm good, sir. So, yeah, were you able to check your connection from the ... Parkers?
00:00
Speaker 2
l. I'll see if this person is that. has been available. thanks. please stay. line. All right. This is Robert. How hello. How are you? Good? Yeah, it had literally The second way got off, I literally reset it again. And I got the mother node and the one node now. And it up and running. The problem is now It totally blew out my Wi-Fi. name. So I'm trying to figure out my Wi-Fi that I don't have to go around and redo every TV and everything in the house. But I can't get two of the children nodes up.
00:00
Speaker 1
Okay. So, the parent node is now working, and one of the child nodes, you mean? Okay. So, other child nodes are still, um, blinking red. Oh, okay. But those child nodes are hard wired, right? They or, nothing's hard wired. Okay. But you always them, uh, connected with the with an ethernet cable, right? Or, oh, I see. Okay. All right.
01:00
Speaker 2
Well, a parent node and one child node is working. Correct. Confirmed. They're not even blinking. They're solid red and I've rebooted them. Uh, two are hardwired, two are not. They're not hardwired right now. Nothing's hardwired now. Yeah, except dvou knot for our. There is one that is hardwired. The others are just throughout the house. The other two are throughout the house.
01:00
Speaker 1
So we're just do, right now, the both of the two child nodes are solid red. Okay. So we haven't, we haven't done reset on those child nodes, right? We did not reset those child nodes. Yes. Okay. So the the you push the reset button on those two child nodes already. Okay. So let's perform a five press oh, or uh, let's just do this way. Um, we'll not do the five press instead. Uh, can we go back to your computer? Okay. And do you still have the Linksys smart Wi-Fi tools open? [ silence ]
02:00
Speaker 2
yeah where i've uh hit the thing for 25 seconds on the two child notes i hit the bottom button for 25 seconds yes yes yep i'm here how do you do
02:00
Speaker 1
Okay, kindly go to connectivity. Could you say that one more time? Okay, then click on CA router set up. Okay, add wireless child nodes. Yes, the child nodes are still close to the parent node right now, right?
03:00
Speaker 2
Okay. Okay. Okay. add wireless child nodes
03:00
Speaker 1
check the the child nodes if they're blinking okay it may take a while sir sometimes it takes uh four minutes before it established a connection so we'll just wait for that [silence]
04:00
Speaker 2
I hit add child wireless child mode that didn't do anything okay they just started blinking I did it again [silence]
04:00
Speaker 1
OK, is it still, uh, is a child Node still blinking? So, right, we'll just wait for that.
06:00
Speaker 2
i got one blue a and then it turned red i got one blue now again and one blinking red All right, they are both one's green, now it's read.
06:00
Speaker 1
Yes, device list will tell you if the devices are connected. Blue or green, that means it's connected, sir.
08:00
Speaker 2
green. Is there a way? Oh, I can go to devices and it'll tell me, right? I guess this one looks green. It doesn't look blue like the rest of them, but uh three, four, five. Hold on. So, let's see what is filling. Okay.
08:00
Speaker 1
Yes, yes, I'm sorry. There was a problem with the lines. So, yeah. Right now, can you check the device list if they're all connected, if the nodes aren't- Where did it say waiting? Is it when you access the-the page, it says waiting?
09:00
Speaker 2
So it looks like I got everything connected. Now I just got to go back and rename all my Wi- Fis. Right now all my Wi-Fis are showing up as Vlamp. You still with me? It's saying waiting. Hold on. I don't know why it's saying waiting. Let me go back to refresh. I don't know why it's saying waiting. 'Cause I got a speed of 800. What? It's just.
09:00
Speaker 1
okay. yes. if you go to Wi-Fi settings, that's where you change the name. you need to go to CA first. you need to go to CA first, click on CA, beside, privacy policy. if you see the CA there, so you'd be able to see the advanced settings or more settings. okay. on the main screen, beside
10:00
Speaker 2
Yeah, which is weird because I'm definitely okay, here we go, okay, one, two, three, four, I got four nodes in a laptop online, that's right. All right, so again, I just now have to go to Wi-Fi settings and change. Yeah, let me ask you. Hold on, where? Where are you? Underwear.
10:00
Speaker 1
they do not see there CA or they there there's no CA option? [silence] Okay. No CA. All right. So just go to Wi-Fi settings. [silence] And that is where you change the name of the network surf. as well as the password. So you may put in the same network, [silence] the the one that you had set up before. So, just use the same network name as well as the password. [silence] Okay.
11:00
Speaker 2
Yep. No, I still don't have that CA option. Mm-hmm. Yeah. All right, that's what I'll do. All right. Thank you very much.
11:00
Speaker 1
Oh [silence] oh mother piece without that, we need to check whether all the devices are working, yeah I can give it from there. [silence] [silence] and well actually the 5 gigahertz provides much faster data rates at shorter range, that's the difference between the 2.4. [silence] The 2.4 covers a wider area, it will be slower speed, and it's more prone to congestion that is for the 2.4, that out of 5 gigahertz, that is actually the 6 gigahertz. [silence] the 6 gigahertz network or 6 gigahertz Wi-Fi. That's the new, uh that's the latest, [silence] that's a new 6 gigahertz in that's a recent capacity that that Facebook at that spectrum that's coming up with one of the new Wi-Fi and which will soon become the future.
12:00
Speaker 2
No, because this should be pretty self explanatory at this point. Let me just ask you, since I do have you on the line, what's the difference between the 2.4GHz, 5.1GHz band one and 5 GHz band two? [silence]
12:00
Speaker 1
banded nowadays and it's ultra fast. It's uncongested. But not all wireless devices supports that Wi-Fi 6 Giga Hertz. You're very welcome, sir. Appreciate your time and your patience. So this is Epi again from Linksys. This is Epi from Linksys. Have a great night. Take care, sir. You too. Bye.[silence]
13:00
Speaker 2
All right. I just got to remember the password, but I should be good now. Thank you so much, man. All right. Thank you. It's you two by now.
13:00