V2 Rubric Detail — 8f9b9fd8-767a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:00
Duration
20m 12s
Contact
Edgar Bustamante
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135597
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall84.4% (+20.4)

V2 Grader Summary

The customer's issue was successfully resolved as confirmed by their statement that the child node is now connected and visible in the app. While the agent followed correct reset and 5-press pairing procedures, they skipped foundational troubleshooting steps (modem/WAN check) and incorrectly referenced LED colors (solid green vs. solid blue per KB), which affected technical accuracy. Despite these gaps, the outcome was achieved through proper use of pairing methods and clear communication, warranting a Successful Resolution classification.

V1 Case Analysis

Customer unable to pair a child Velop node (serial 20J2060B8). Performed factory reset and 5-press pairing on parent node. Node now shows as connected in app.

Troubleshooting Steps
  • Power-cycled and performed a 15-second factory reset on the child node.
  • Used the 5-press pairing method on the parent node.
  • Monitored LED status and confirmed node appeared online in the Linksys app.
Key Observations
  • Agent correctly applied the 5-press pairing method, which is supported for Velop mesh nodes (per universal_5press_models.md).
  • Warranty status was clearly communicated as expired.
  • Model number was never collected, which is a protocol gap for mesh troubleshooting (per universal_support_contacts.md and universal_escalation_guide.md).
  • Agent repeatedly referenced incorrect LED colors (green, pink/purple) inconsistent with standard Linksys LED definitions (solid blue = ready, solid red = error).
  • Call contained pauses and repeated instructions, reducing efficiency.
Positive Highlights
  • Successfully used the 5-press method to pair the child node, which is the correct procedure for Velop mesh nodes (per universal_5press_models.md and universal_mesh_node_management.md).
  • Clearly communicated warranty expiration and set accurate expectations about replacement eligibility.
  • Provided clear reset instructions with correct 15-second hold duration.
  • Maintained a courteous tone and thanked the customer at the end.
  • Correctly instructed the customer to close the app during reset to avoid interference.
Agent Errors / Gaps
  • Did not collect the specific router/model number, which is required for mesh troubleshooting per protocol (universal_support_contacts.md and universal_escalation_guide.md).
  • Incorrectly described LED states: - Referenced 'green' light at [11:00], [14:00], and [17:00] — Linksys Velop nodes do not have green LEDs; solid blue indicates ready state. - Described post-reset state as 'solid pink or purple' at [11:00] — purple indicates setup-ready, not a post-reset state; after reset, node should go solid blue (per velop_wifi_connectivity.md and universal_factory_reset.md).
  • Misrepresented reset procedure: Instructed to hold reset until blue light appears, but standard factory reset requires holding for 10–20 seconds regardless of LED changes (per universal_factory_reset.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms connection: 'okay… it’s connected… I see the main router… and then the office router i see the wifi one… perfect thank you.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped initial power cycle and modem check; began troubleshooting with reset/5-press without verifying basic connectivity or ruling out ISP issues, contrary to velop_wifi_connectivity.md Step 2.
R3 Met Correct resolution path conf 90%
Agent acknowledged the node’s warranty has expired but still provided best‑effort troubleshooting (reset, 5‑press) rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified solid red LED as symptom but did not ask about internet at modem, WAN connection status, or prior setup attempts — skipped foundational diagnostic steps per velop_wifi_connectivity.md.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used 5-press method appropriately, but did not verify local admin access (192.168.1.1/myrouter.local) or check firmware versions — tools available and relevant per KB but not used.
T3 Partially Met No misinformation conf 90%
Agent instructed 15-second reset hold (within 10-20s KB range) and used 5-press method correctly. However, agent repeatedly referred to 'solid green' as the success state, whereas velop_wifi_connectivity.md and universal_mesh_node_management.md specify 'solid blue' for these models.
Communication
C1 Met Clear & professional language conf 85%
Agent set expectations on warranty, outlined steps, maintained control despite customer confusion, and guided interaction to resolution.
C2 Met Confirmed understanding conf 80%
Agent used plain language, repeated instructions, and confirmed understanding (e.g., 'let me know once it shows a blue light').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on all commitments.
O2 Met Proactive follow-through conf 85%
Agent provided clear next steps: wait 2–3 minutes, verify in app, move node after solid light.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced or required; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation needed; issue resolved through L1 troubleshooting. Decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation performed and none warranted.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent expressed appreciation for patience and closed courteously: 'Thank you for your time and patience… Have a wonderful day.'
X2 Met Tone & rapport conf 80%
Agent adapted to customer’s pace, repeated steps, and maintained engagement through complex pairing process.
X3 Met Overall experience conf 85%
Agent avoided unnecessary repetition, performed actions step-by-step, and minimized customer effort during reset and pairing.
Call Transcript30 turns · 36 lines
Speaker 1
[silence]
00:00
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.Linxis.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, Hi, thank you for calling Linksys. My name is Raquel. And how may I assist you today? Mmhm. Mmhmm. Okay.
00:00
Speaker 1
you aren't connected as the router you were setting up, reconnect. Click love once to continue or okay, hold on. All right, now I just reseted it. Yeah. So basically, yes, it's the front alligned node that's not working, right? But what I just here now is I reset it. I reset it cuz the app is asking me to reset it. And I'm just going to give it a couple of minutes. While I'm waiting, I've noticed that each node is asking me to log in to their personal to Wi-Fi, right? Like each one. Yeah, right? I'm not really no I meant like when it comes to connecting them like the first time. Yes. Okay, yeah, that's kind of what I figured like it. No. 310 nine nine 93
01:00
Speaker 2
and the main one, uh, whatever, the WIFI name on the main parent node it will be the same with the child node. so after. broadcast. ok. uh, yes, by default they have their own default WIFI name, but the default WIFI name of the child will be gone after the after it's configured as a child node with the main parent node. it will copy the uh. and by the way, um um for me to uh address you properly with it. May I have uh did you uh is this your first time calling Linksys. ok. can I have your phone number so that I can pull up your record here?
02:00
Speaker 1
the uh it's what i'm sorry yes say terace.com it's it's still red it's it's just it's not blinking red it's just solid red sure the serial number is two zero j as in Jerry two zero six zero b as in boy eight
03:00
Speaker 2
All right. Thank you. Let me check it here. All right. So I have a record here and I believe I'm speaking to Edgar Mustamante right? I'm speaking to Edgar. And your email here is Edgar.H.R.Edgar@Edgar perez.com. Is this correct? Okay. A press that. That's right. And right now, the light on the child node, is it blinking red still? Okay. And let me see, you might have the serial number of the child node found at the bottom. Mhm. Mhm.
03:00
Speaker 1
3. 1 6. 6 okay yes [silence]
04:00
Speaker 2
All right, thank you. Let me check it here. All right. And, by the way, just to set your expectation with your child nodes warranty and support Edgar, it has already expired. In the event that we deem the node defective, it's not eligible for replacement, no replacement anymore, okay? All right. So for this time, we're going to try a different method in adding the child nodes. So right now the child is not plugged in within five feet away from the main parent node. All right, so we're going to properly reset it first. So let's, if you're using the Linksys app or if it's open as of the moment, close it, do not open the app. And then let's reset the child node. So for the reset process, you're going to press and hold the power button for 15 seconds. Reset button and while you're pressing it observe the light on the top. It will go through blinking red light will go off and once it shows a blue light, release the reset. So keep holding until that goes off and once it shows a blue light release. Okay. Okay. Uh-huh. Okay. Mm-hmm. No problem.
04:00
Speaker 1
let me ask you this the Wi-Fi the Wi-Fi name that I have to be on is there have to be okay cuz okay let me let me take it up let me take it back right now when I connected the first time I connected the routers it asked me to click the Wi-Fi name of the router of each individual router right so I did that and then I was able to successfully connect to the modem one of them so now my question to you is this right now that I'm trying to connect the other router do I have to log into the Wi-Fi name that I already created or the Wi-Fi name of the router well because actually to give you the right answer you'd have to tell me that you're trying to set up in a mesh system or are you trying to connect the second router as an access point or in repeater mode okay because yeah they can be a lot of different reasons you would be connecting each of these in different ways because if you're setting up the mesh okay then you put like certain devices into like a master and slave setup and then it'll [silence]
06:00
Speaker 2
Okay. Okay, here's the thing, the two nodes that you have are actually router, but if your goal is to set up the two routers or the two nodes as one Wi-Fi mesh,
06:00
Speaker 1
OK. Perfect. OK, connected to the first one. OK. So, let me go back to the main Wi-Fi. The one that I already connected. So, give me one second. Let me go ahead and one second. So let me let me go back to the main main main main Wi-Fi that I already created which perfectly already created that one has that was already created successfully and if I go to a Bluetooth I mean sorry Wi-Fi it's connected and if I open the app I just want to make sure that it connects me to the main one give me one second let me log in one second then you click login securely logging in getting router settings loading let's give it a couple more minutes getting router settings I'm going to turn off the current the the the router right now the second one I'm trying to add.
07:00
Speaker 2
Yes. For the main parents, node? Mm-hmm. Okay. Okay. Mm-hmm.
08:00
Speaker 1
Okay, let me turn that off. Okay, and then right now I just say he's getting router settings perfect. So I'm in. So just to make sure we're both in the same page, right now in my cell phone, I'm connected to my Wi-Fi name that I created, and there is one router that's connected directly to the modem. We're both in the same page, right? Okay, now, now, now when I, when I log in the app, right? It tells me, hey, Edgar, you have two nodes under here, but one of them isn't working, which is the one that I'm trying to connect. How do I connect that one? Where do I go? Yes. Yes.
09:00
Speaker 2
Okay.
09:00
Speaker 1
Yes okay so right now it just turned blue okay it's blinking now blue light Thank you.
10:00
Speaker 2
Alright. Currently, it's turned off, right? Let's turn it on, then we will wait for it to go to blinking blue and let me know once it have blinking blue, we will reset it and we will add it using a different method. No worries, I'll provide you the steps on how to add it. Right? Okay, we'll wait for empty blinking blue light. All right, so let's reset it will give it a fresh start. So, for the reset, press and hold the reset button, wait for the light to go blinking red while it will go off and, once it shows a blue light again,
10:00
Speaker 1
Once this shows a blue line, let it go, right? There we go, perfect. It actually turned green. It's flashing blue.
11:00
Speaker 2
Release the reset button. That's correct. Alright, and after the blue light, we will wait for it to go to a blinking blue then solid pink or purple. So we'll give it one to two minutes. That's okay, that's uh that's fine. As long as it follows the reset procedure. So we'll wait for it to turn to a solid pink or purple light. Okay, it's restarting. Waiting for a solid pink or purple. Okay, so restarting, no worries. Give it a minute more. [silence] And is it flashing blue still? Okay. Still restarting, like rebooting going back to default.
11:00
Speaker 1
Should I just turn solid red? No, it's pretty red. Clicker clicker 5 times 1, 2, 3, 4, 5. The one that's connected to the router, right? The one that's connected to the modem. The main the main one. You want me to connect it? Uh uh I uh you want me to push it 5 times, right?
13:00
Speaker 2
The red light is it kind of uh pinkish? Um okay That's uh that's okay as long as it uh follows the reset process. So we're going to add it using the five press method. Five press will be on the main parent node, the one that's connected wired to your modem. You're going to click the reset button on the main parent node five times. Do not press and hold just click it five times. Yes, yes the the the main parent node. Yes click the reset five times. Uh huh. Yes the reset button push it five times.
13:00
Speaker 1
1, 2, 3, 4, 5. Perfect. It's flashing red. And then it's turned green. [ silence ] No, it's still solid red. 1, 2, 3, 4, 5. Perfect. Cool. On the on the main on the main node is not flashing anymore. It's turned solid blue like greenish bluish. But on the on the child node [ silence ] Perfect [ silence ] Okay, our first light is red.
14:00
Speaker 2
That's right. And we'll Yes, it will go back to green. And let's check the light next on the other node, the child node if it starts flashing. The solid red light. Let's try it again. Click the reset button on the main parent node five times. Okay. And the light on the payload, is it flashing? Okay. And let's check again. Ah, child node. all right so it responded to the 5-press pairing method so it's on the process of adding now onboarding process so we will give it two to three minutes and we'll wait for a solid green or solid blue light
14:00
Speaker 1
00.00.41.214 So, so, so the main the the 00.17.115 the main router that's connected to the bottom modem is a very nice solid color like uh Greenish. 00.25.294 and then the child node, it's the one that's still flashing red. 00.41.829 Ready?
16:00
Speaker 2
Okay, no worries. Okay. Have... Okay, no problem. It's still on adding process, so still have our 1 minute marks. So we'll wait for 2 to 3 minutes more. All right.
16:00
Speaker 1
Oh, perfect. It connected. Uh, oh, but it turned red right now. Okay. [silence]
17:00
Speaker 2
Mm-hmm. All right. I think it will blink again. Let's uh-huh. Okay. Okay. Let's still give it one minute more. It will blink again, and let's wait for solid green again, same color with the main parent node. All right.
17:00
Speaker 1
[silence]
18:00
Speaker 2
[silence] And is it back now to solid green light or is it solid red still? [silence] All right, so [silence] no light at all on the child node. [silence] Okay. [silence] That's great. It actually connected now and online and we'll double check it on the Linksys app. [silence] So we're going to open your Linksys app, make sure those the two nodes, the child node online.[silence]
18:00
Speaker 1
okay. yep it's connected. i see the main router uh i put main router and that one's connected straight to the modem so i see the little connection. and then the office router i see the Wi-Fi one. okay perfect thank you so much i appreciate you. That would be all. Thank you
19:00
Speaker 2
That's great, and let's verify and confirm it on the Linksys app and click the two node option and make sure it shows connected there. Uh-huh. Mm-hmm. All right, perfect. So you can now unplug the child node and move it to your designated spot in your house. It will go through blinking again after you plug it into its new location. Just give it two to three minutes and eventually it should turn back to solid green. Uh-huh. You're most welcome. Anything else that I can assist you with, Linksys Edgar? My pleasure. Thank you for your time and patience with this. Have a wonderful day. until then. [silence] thank you for calling Linksys welcome bye bye
19:00