V2 Rubric Detail — 8d63de28-6348-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:44
Duration
6m 58s
Contact
Kurt Hull
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-31.8)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, resolution, or clear guidance. Despite the customer describing a blinking purple LED—indicative of setup mode for Intelligent Mesh—the agent did not identify the model, apply correct KB procedures, or use available tools. The interaction lacked structure, empathy, and ownership, leaving the customer more confused than when they started.

V1 Case Analysis

Customer setting up Velop parent node; LED blinking purple, app stuck on 'adding child nodes.' Agent advised node proximity and skipping child-node setup but no actionable troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Advised that nodes must be near the parent during pairing
  • Stated the app should not detect child nodes when none are present
  • Mentioned the option to skip child-node addition during setup
Key Observations
  • Agent never asked for model/serial number despite troubleshooting a specific setup issue.
  • No reset, web UI access, or pairing procedure was guided despite blinking purple LED indicating setup/pairing mode (KB: universal_mesh_full_rebuild.md, velop_router_setup.md).
  • Agent incorrectly stated the app 'should not be detecting any child nodes' ([05:00]) – the app detects all nearby nodes in setup mode; presence in the list does not imply automatic pairing (KB: universal_mesh_node_management.md).
  • Call ended without confirming device state, validating any fix, or providing a clear next step.
  • Customer confusion evident ([05:00] 'I'm sorry, repeat that') but agent did not adjust pacing or clarify instructions.
Positive Highlights
  • Correctly advised that child nodes should be near the parent during pairing ([02:00]).
  • Mentioned the option to skip child-node addition when only setting up the parent ([06:00]), which is a valid setup path (KB: velop_router_setup.md).
Agent Errors / Gaps
  • Failed to collect essential product information (model, serial) despite clear need for model-specific guidance.
  • Did not follow standard Velop setup flow: no reset instruction, no LED state verification, no access to http://myrouter.local or http://192.168.1.1, no use of Pair button or 5-press method (KB: universal_mesh_full_rebuild.md, velop_router_setup.md).
  • Provided technically inaccurate statement that the app 'should not be detecting any child nodes' ([05:00]) – contradicts KB guidance where the app detects all nearby nodes during setup (KB: universal_mesh_node_management.md).
  • Gave vague, non-actionable advice without advancing troubleshooting or confirming device state.
  • Failed to provide resolution or clear next steps before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolves the issue or confirms successful setup; call ends with customer still confused and process incomplete.
R2 Not Met Diagnostic thoroughness conf 98%
Agent provides no step-by-step troubleshooting, skips diagnostics, and offers only vague options without verifying node state or placement.
R3 Not Met Correct resolution path conf 97%
Agent fails to identify the product family or correct setup path (e.g., blinking purple indicates setup mode for Intelligent Mesh), and does not follow documented procedures for node addition.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No diagnostic questions asked about model number, firmware, reset status, or signal strength; agent does not identify root cause of pairing failure.
T2 Not Met Appropriate tools / resources used conf 96%
Agent does not use the app or admin UI to check node status, nor guides customer to http://192.168.1.1 or http://myrouter.local for real-time feedback.
T3 Partially Met No misinformation conf 90%
Agent correctly states nodes must be near parent during setup, but misleads by suggesting skipping child node addition when the parent is already blinking purple (setup mode).
Communication
C1 Not Met Clear & professional language conf 97%
Call lacks structure; agent does not frame the problem, transitions are unclear, and long silences/music indicate loss of control.
C2 Not Met Confirmed understanding conf 96%
Agent uses ambiguous terms like 'skip that one' and 'add random number' which confuse the customer; no confirmation of understanding attempted.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent shows no ownership—offers no follow-up, does not document case, and does not commit to resolving the issue.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or action items provided; customer left without clear direction.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—this was a standard setup issue resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent shows no empathy; does not acknowledge customer frustration or confusion, even after repeated expressions of uncertainty.
X2 Not Met Tone & rapport conf 95%
Agent fails to adapt to customer’s confused state, uses unclear language, and allows disengagement without reconnection.
X3 Not Met Overall experience conf 96%
Customer repeats confusion multiple times; agent does not streamline process or prevent unnecessary repetition.
Call Transcript12 turns · 12 lines
Speaker 1
This is Linksys Technical Support Calling.
00:00
Speaker 2
Yeah, I don't know how that happened. So anyway, okay. Uh so let's see here. Um I clicked on the the uh vellum network and then I went into the ah to add the mother um parent and it's currently doing that. Maybe I didn't do the right thing, but that's where I am. So, [silence] yeah, the light on the parent node is uh blinking uh purple. [silence] And the app It's just says uh yeah, go ahead. Yeah, it just says uh it says adding child nodes. Uh this could take four to six [silence]
00:00
Speaker 1
All right, and there's no child node available right now.
01:00
Speaker 2
minute planes. No, no. All the other child nodes are disconnected. Did I do the right thing so far? Okay. Yeah. Yeah. That's it? That's it. You still with me? Hello? All right, okay. Is that I've got some kind of text that says connection disconnected,
01:00
Speaker 1
Yes. You have two options. Either add them one at a time to be safe, or you can add them all at the same time. Yes, all nodes must be near the parent node when adding them as a child node or an extended.
02:00
Speaker 2
connected sign okay so when I we're not there yet but when I add the other nodes they all have to be near the parent nodes right some even kiddi near the parent nodes
02:00
Speaker 1
what's the message in the app? All right.
03:00
Speaker 2
Okay. Yeah, okay. Yeah, that's going to be difficult, but okay. Uh, still the same, adding child node. It's, uh, the, uh, little monitor at the bottom is about halfway across the line. If that makes a difference. And, apparently it's still blinking purple.
03:00
Speaker 1
The app should not be detecting any child nodes since currently there's no child node available to add. The app should not be detecting any child nodes, since there's no child nodes to add. Were you able to skip, were you given an option to skip that when when you were trying to reconfigure it? Yes.
05:00
Speaker 2
I'm sorry, repeat that. Uh, to skip adding a child node? Uh, hmm. Yeah, I don't remember. Uh, uh, so are you saying that we shouldn't be adding a child node? This is not the way we add the mother the parent node? Um, uh, to make the skip palling, okay. Uh, well not doing with automatic undress, you said? Uh, we had a meeting earlier, discussion. Uh, you said that we shouldn't be eating child nodes? Uh, yeah, like go or ifs, or these things. child child happened, something happened. Okay. Uh, you want to go through the code? Uh, ld, uh, yeah, like randomize. and then like, uh, oh, where it goes like create like an order play? Yes. Uh, we need to be random, mm. Uh, add a random number. Okay. Thank you very much.
05:00
Speaker 1
It should still be an option there, but since we're just trying to set up a parent node, there should be an option to skip that one or it should close faster than expected. [silence] [music]
06:00
Speaker 2
Yes. Yeah, I got you. Okay, well.
06:00