V2 Rubric Detail — 8f84309c-68d7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 16:30
Duration
18m 30s
Contact
Kyle Pelkey
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+37.9)

V2 Grader Summary

The agent successfully resolved the node reconnection issue using correct reset and 5-press pairing procedures, with solid white lights confirmed and app status updated. While technical execution was sound, communication lacked empathy and clarity in reset instructions, resulting in partial marks for customer experience and technical accuracy. No escalation was needed or warranted.

V1 Case Analysis

Customer's child Velop node remained offline with unstable LEDs. Agent guided through child node reset and 5-press pairing on parent node. Node showed solid white LEDs briefly and app reported online, but call ended before confirming stable connectivity after relocation to bedroom.

Troubleshooting Steps
  • Reset child node by holding reset button until LED changed state
  • Performed 5-press reset on parent node
  • Monitored LED behavior (red → solid blue → flashing blue → solid blue → flashing white → solid white)
  • Advised customer to relocate node and monitor connectivity
Key Observations
  • Agent used correct 5-press pairing procedure for WHW/MX/MR Velop nodes per KB guidance
  • Node achieved solid white LEDs and app-reported connectivity during call, but stability remained unconfirmed after relocation
  • Critical protocol steps omitted: no model/serial collection, warranty verification, or support eligibility discussion
  • Call ended abruptly during connectivity verification phase (node showing flashing blue after relocation)
  • Agent used ambiguous phrasing ('fresh release') and premature closure attempts despite ongoing instability
Positive Highlights
  • Remained on line during entire LED transition process showing patience
  • Correctly applied 5-press pairing method for Velop mesh nodes
  • Guided customer to keep nodes in close proximity during pairing per KB placement guidance
  • Acknowledged customer frustration and maintained calm tone throughout
Agent Errors / Gaps
  • Failed to collect product model number and serial number - required for hardware troubleshooting and warranty validation
  • Did not verify warranty status or discuss support eligibility path
  • Prematurely interpreted LED color changes as resolution without confirming app/dashboard status or post-relocation stability
  • Provided incomplete reset instructions ('hold until light on top goes off') not fully aligned with KB sequence confirmation
  • No escalation path, callback schedule, or concrete next steps offered despite unresolved stability concerns

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed both nodes showed solid white lights and the app indicated they were online after relocation; the problematic node was successfully reintegrated.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through reset of child node, 5-press pairing on parent, and monitoring LED states — all aligned with KB procedures for WHW/MX/MR series.
R3 Met Correct resolution path conf 90%
Agent pursued correct resolution path (node reset and re-pairing) without premature escalation or dismissal, appropriate for intermittent node disconnection.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (node offline), verified LED status, and followed logical sequence: reset child node, pair via 5-press method, monitor connection progress.
T2 Met Appropriate tools / resources used conf 90%
No additional tools (e.g., remote access, logs) were required; agent correctly used physical reset and LED indicators as primary diagnostics per KB.
T3 Partially Met No misinformation conf 70%
Instructions to 'hold reset until light goes off' are ambiguous and not KB-aligned; correct procedure is to hold 10–20 seconds OR until red flash-off sequence — not solid blue.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent initiated interaction but provided no clear roadmap; transitions between steps were weak, with multiple silences and lack of structured pacing.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but exhibited repetitive filler ('uh-huh', 'okay'), inconsistent pacing, and failed to confirm understanding at key points.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed all troubleshooting steps, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 90%
Agent provided specific timelines (e.g., 'three minutes max', 'one minute left') and clear next steps (relocate after solid white).
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer presence but did not recognize frustration or express empathy; tone remained procedural despite customer's visible irritation.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a mechanical delivery with filler words and pauses; did not adapt tone or pace to customer’s growing impatience during extended wait.
X3 Partially Met Overall experience conf 80%
Agent required necessary customer actions (reset, wait), but could have reduced effort by offering clearer timing expectations and proactive updates.
Call Transcript27 turns · 31 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.com Please have your device serial number ready, for assistance. Press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Yes, good afternoon. I am having issues with trying to connect one of the nodes to my Internet. It was working fine.
02:00
Speaker 2
Thank you for calling Nextest, this is May, how can I help you? Okay, all you need to do is to place the offline child node nearby to the main node because it needs to be reconnected. I see. And what have you done so far? Uh-huh. So, what are the troubleshooting steps you did? Uh-huh. Uh-huh. Process the cards. I see. Yeah, and just to verify that I was able to pull up your account here. It's under Kyle Pulke. Okay. Okay. Hi, Kyle. So, uh, good thing you had already. I'm good. Thank you for asking. You hope be too. So, uh, to get started, that nodes should have a solid blue light on.
02:00
Speaker 1
Okay. Uh, so right now I, I haven't done anything. I I've had it unplugged for a few days cuz I wanted to, um, just take the opportunity for it to just power down and then be super fresh when I, when I called you. So, um, if you want, I can, I can, um, plug it in. Right now it's currently a foot away from the master node and I can plug it in and we'll, uh, we'll see. I have three total. I have, um, the master node in the living room and then I have one in each of the back bedrooms. So, and so I do have a, a blue light. Yeah, the one in the spare bedroom seems to be the one that seems to be disconnected the most. Um, the one, our master bedroom works great, but this one seems to, uh, kind of give me some hard time. So, [silence] Um... Fun. [silence] I have no idea why it's like this. With the blink height, is it connected to the network? Ask him, please. [silence] I don't think so. I don't think so. Um, I think I'll text the network and let me put my, put my wife in the, in the spare bedroom. [silence] Let's go, baby, let's go fight because it does not.
04:00
Speaker 2
top means it's ready to be reconnected. What's the light status? When you call ideas? Good. Uh huh. Okay, but those are working right? Except for this one? Okay. [silence]
04:00
Speaker 1
yeah yeah yeah okay so I'm going to hit the how long do I hit the reset button for okay so right now it's kind of flashing and now and now it's got a red light okay no I'm holding maybe I messed up because I let go of it there in between it is off now now it came back on
05:00
Speaker 2
let's get that one back connected then. Uh, if it started to blink blue, then you can press the reset button underneath and let go, and when the light on top goes off until the light on top goes off, Kyle. It should be held uh, for that long. Okay, keep holding it. The light will be off anytime now. Good. Okay, you may now let go. It should light up blue after it end.
05:00
Speaker 1
Okay, Yep it is turning blue right now. I have got a solid blue. Okay it is now blinking. Slowly blinking, fades in and out. Yep it's blinking blue right now. It's a slow fade blue in and out. Yep. it's blinking. And then just.
06:00
Speaker 2
[silence] it should blink blue and will go back to solid blue. okay blinking blue. Good. Okay once it will turn to solid blue. You can go to the main one that is working fine and you can press its reset button as well but it
06:00
Speaker 1
Okay. So, the one that's not working is currently still kind of the slow flashing blue light. Do I just leave that there or wait till it turns solid? Okay. Okay. What is it currently doing like right now? Why is it— so, when it's flashing, is it just trying to search for the the network? Yeah. Yeah, it's still. Oh, uh, now it's solid blue. It just— yep. Okay. We're solid blue now. Yep. All right. So, now I go over to the main node, the master one, and
07:00
Speaker 2
Okay.
07:00
Speaker 1
clear the reset five times in a row. Okay. and then okay, 1, 2, 3, 4, 5. Okay, now I am getting a flashing uh white light on the master. It they work well when they work, but this one, I don't know, it seems to drop the okay.
08:00
Speaker 2
yes, please. fresh release, fresh release, fresh release. Exactly. Things we did a complete reset on that note it should work fine after but so that just give us a call if ever this note again goes offline, because that's really not normal if it goes offline again.
08:00
Speaker 1
So, right now I have, ah, both nodes are flashing white. Actually no, yeah, they're both flashing white right now. So, it sounds like they're, or feels like they're probably connecting to one another. Oh, the Master Node is, wait, I don't know. Master Node is still flashing white and the one that wasn't working is still flashing white. Just, I guess I'll give it a give it a few more seconds here to, and then it won't make any difference. Okay, and then once, so once I have two solid lights, I can just, I can unplug the one that wasn't working and take it back to the bedroom and then plug it back in and it will, it'll reconnect. Okay. Okay.
09:00
Speaker 2
Yeah, it will, it will take three minutes max before it will come back. Exactly. That's what will gonna happen after. It will just boot up again three minutes max, but you don't have to do.
09:00
Speaker 1
Okay. All right. All right. Well, if that's all, so right now I'm just waiting for the lights to turn solid white and how long do you think that will take? Just like a few minutes or what did you say? Third something. Max, I missed that, I apologize. Okay. Okay. Yeah, they're, I'll keep them right side by side here. Yep. Yep. There now, we're. All right. We're still flashing. Uh, the main node is still, um, still slowly fading in and out flashing.
10:00
Speaker 2
You just need to power it on. It's new location. [ silence ] It's good to see you. It should have a white light. we still have, yeah, less than a minute left. Since it started to blink. Yeah, there are times it's not changing to solid white. Let's just make sure right now it will. But the main note is steady white. Okay. So that means it's still trying to pair.
10:00
Speaker 1
Yep. Yep, both of them are still, um, flashing flashing white. They both have like that slow flash. And they're still plugged in and they're still within a foot of one another. They're right on the same. I have like a little entertainment center and they're they're side by side, basically. But we're still we're still, uh, still flashing. I'll give it a minute here. few seconds. Okay. See. If this is not as expected, I'll let you know. I'll reset it and I'll try it again.
11:00
Speaker 2
the, the, uh, and the extender as well, right? It's flashing white. hmm, it's beaming, but yeah, let's just give it one more minute.
11:00
Speaker 1
Okay, so one is solid. Oh, okay, so the one that was giving me problems is solid white and the master node is still flashing in and out. Yep. Yep. Oh, no, now they're flashing. Oh, I'm getting a red light on the child node. Uh, okay, so the master node is now solid white, but my child node is solid red. Okay. Yep. Okay.
12:00
Speaker 2
Okay. Since the TRIL is now bright, the main note will turn red as well, any minute. Solid ride. Uh-huh. Okay, I'll start a new timer here, one minute max, Phil. If it stays, solid to red, then we have to reboot the main node.
12:00
Speaker 1
Well, it. and. No. We just literally I took my eyes off it for a second and um So the feed are so the child node is solid white. And my ma node is solid white as well. So I got two solid white lights. Okay. Yeah. Uh, yeah, sure. I'm again one second here. I just want So I have the app which is very handy, so I'm just refreshing my app to see um So still says offline. Oh, now they're on. Okay, so the app says that they are
13:00
Speaker 2
still solid red? Perfect. All right, so that means they're already connected, Kyle. Do you want me to stay on the line while you will relocate the node or you can do it by yourself?
13:00
Speaker 1
So I'm just going to unplug and then I'm going to move into my spare well, I'll plug this in and then see what happens. Give me just two seconds here and we log it in. Okay. We are online. That's fine. Never mind the dust funny hanging. Okay, so we got a blue light now. It is flashing but I'm must be connecting. I'll leave it up here. So, it's got good. Yep, we're good. Uh, it's blue right now, so, it's thinking it's trying to connect to the yeah connect to the. Yeah. Yep. Awesome. Thank you. And the other one in the master bedroom is still flat line. So, that's good. So, we haven't affected that so that I got uh flash and blue. I'll give it a second here. Yeah, sometimes you know, if you come in and shut the door. I just thought because I mean, the house is only 40 feet long. But I every every time I shut the door to the master to the uh, if we have company when they
14:00
Speaker 2
Blink white right now. Okay, I started my timer here now, so that we will know if it's bearing or not. [silence]
15:00
Speaker 1
Sure, the door it loses a connection, but it should be strong enough to operate. Flashing blue, come on, we need a white light. Give me that white light, I need a white light. The master is still soft whites. Okay, it's still going to flash on blue. I need a white light. [silence]
16:00
Speaker 2
okay, we have 38 seconds left. It's blinking white so far. Good. Okay. All right, I say from that call didn't have any other concern or didn't sit down? You're welcome. Thank you for calling back again. Bye for now. You take care. You too.
17:00