V2 Rubric Detail — 9264de8e-7baa-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 15:26
Duration
29m 34s
Contact
Janae Stevens
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136538
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-13.4)

V2 Grader Summary

The agent provided technically inaccurate information by claiming Linksys mesh cannot work as an extender to third-party routers, which is contradicted by the KB. Furthermore, the agent failed to use any diagnostic tools (T2) and lacked ownership, leaving the customer confused and without a resolution path.

V1 Case Analysis

Customer unable to pair Linksys mesh nodes after moving ISP router. Main node solid green, child nodes flashing red after briefly showing purple. Agent instructed incorrect reset procedure (press until light goes off), 5-press on main node, and incorrectly suggested bridge mode to use primary node as extender. No model/serial collected, no WAN verification, no resolution confirmed.

Troubleshooting Steps
  • Collected customer email and created a ticket.
  • Instructed customer to press and hold reset button on child nodes until light turns off (incorrect procedure).
  • Advised 5-press reset on main node (correct for Velop models).
  • Incorrectly suggested bridge mode to make primary node act as an extender.
Key Observations
  • Agent failed to collect product model or serial number, a critical protocol breach for mesh-node troubleshooting.
  • Provided incorrect reset instructions: 'press and hold until the light goes off' — KB specifies holding for 10–20 seconds until light changes state, not turns off.
  • Incorrectly suggested bridge mode to convert the primary node into an extender — bridge mode disables routing but does not enable extender functionality.
  • Did not verify WAN or internet connectivity before troubleshooting node pairing, violating basic isolation protocol.
  • Did not confirm resolution; call ended with customer still reporting issues and no clear next steps.
  • Long silences, topic jumps, and poor call control reduced efficiency and clarity.
Positive Highlights
  • Agent attempted to guide the customer through a 5-press diagnostic reset, which is a valid escalation method for supported Velop models (ACCURACY note: 5-press is correct for Velop, though outcome was not validated).
  • Agent captured the customer's email and created a ticket, showing attempt at case documentation.
Agent Errors / Gaps
  • Missing model/serial number collection (critical protocol breach).
  • Incorrect reset procedure: 'press and hold until light goes off' — KB states to hold for 10–20 seconds until light changes state.
  • Materially wrong technical advice: suggested bridge mode can convert a primary node into an extender — this is false and contradicts KB guidance.
  • Failed to verify WAN/internet status before proceeding with node resets.
  • Did not confirm resolution or provide a clear next step.
  • Poor call control with long silences and topic jumps, reducing efficiency and clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends with confusion: 'the child nodes are green, but my app still only says one device' and later asks if unplugging a node will cause problems — no confirmation of working internet or full mesh functionality.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated troubleshooting by guiding resets and 5-press method, and attempted to get nodes into setup mode; however, skipped foundational diagnostics like testing at the modem, checking WAN status, or verifying ISP-side issues.
R3 Partially Met Correct resolution path conf 80%
Agent attempted a resolution path involving reset and re-pairing, which is valid for configuration loss; however, did not assess warranty status or determine if hardware fault was likely despite repeated node failures, nor did they escalate when resets failed repeatedly.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom of red/flashing lights and attempted to resolve via reset procedures, showing some diagnostic intent; however, did not ask targeted questions about network topology, prior changes, or WAN connectivity to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as accessing the router web interface (192.168.1.1), checking WAN status, running a speed test, or reviewing logs; relied solely on LED colors and customer actions without verification.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated: 'if you're trying to use our mesh as an extender to a third party router, it will not work' — contradicted by KB article adjacent_range_extender_to_mesh.md which confirms extenders can work with non-Linksys routers; also mischaracterized setup flow by not mentioning local browser access (extender.linksys.com) or myrouter.local.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, lack of agenda, no clear framing of steps, and reactive rather than guided control; agent lost direction multiple times and failed to maintain call structure.
C2 Not Met Confirmed understanding conf 90%
Used vague terms like 'just wait' and 'it should work', failed to confirm understanding, and did not adapt explanations to customer’s repeated confusion about node status and next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — repeatedly asked customer to perform actions without verifying outcomes, failed to guide through completion, and abandoned guidance when customer disconnected mid-call.
O2 Not Met Proactive follow-through conf 90%
No clear timeline or defined next steps; left customer unsure whether nodes were properly connected and what action to take after moving them, resulting in 'hello are you there' mid-process.
O3 Not Applicable Closure confirmation conf 80%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation was performed and the situation did not clearly meet escalation triggers (e.g., solid red LED after reset, failed setup wizard), though repeated node failure may have warranted it.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No expression of empathy or acknowledgment of frustration; tone remained procedural despite customer’s visible confusion and repeated disconnections.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or simplify language when customer struggled; repeated instructions without checking comprehension, leading to repeated questions about node status.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat resets multiple times, re-ask basic questions, and figure out laptop connection independently — creating avoidable effort.
Call Transcript43 turns · 49 lines
Speaker 1
This is links from technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. Hi. This is May from links. I'm just giving you a call back since you got disconnected. Can you hear me? Okay. All right. Yeah. Uh, um, um, as uh um as what I'm saying earlier, regarding the setup of your links, uh devices, that's how uh really you should do it right. Like, there should be always one node wired to the modem and the other rest with the as an extender. [silence] Oh, okay. Because that's the number one, um one of the requirements for hours links router to work. [silence] the [silence] oh, okay. Cause that's the number one, um one of the requirements for hour links ah router to work.
00:00
Speaker 2
Yes. Yes, I can. Okay, there is no place to plug anything into the modem, only into the router that's connected to the modem from the same company.
00:00
Speaker 1
Box where it should be attached to should have an ethernet port, an RJ45 ethernet port. So if you're trying to use our mesh as an extender to a third party router, it will not work. It will only work on the same linksys mesh. Uh huh. helping to understand it more. You have there a modem. And aside from the modem, your internet service provider gave you a router which is the one hardware to the modem. Right? And our linksys is just wireless. Uh huh.
01:00
Speaker 2
but it was working before, before we moved the router. It was it was plugged into the router and it was working. Yes, yes, and then there's three ports, no, there's three ports on the back of the router for ethernet. And I have the linksys plugged in to the,
01:00
Speaker 1
Mmhmm. Yeah, I was just waiting for you. Are you trying to like do some... Oh, I thought you're trying to fake something there.
02:00
Speaker 2
are you there? to do what?
02:00
Speaker 1
[silence] I thought you're checking it. So you said that the router, uh-huh. That router, uh, was it Spectrum your internet service provider? Okay. Uh, so they provided you their modem and their own router before when everything was still connected working, was it like from the modem their router is the one attached to and then from their spectrum router, our Lynx this is also wired? Is that how it's been before? Okay, yeah. As long as our Lynx this will be physically connected to an active source of internet. It should work. All three of it.
03:00
Speaker 2
No, I was just looking at the back, yeah, I was looking to see which one the router had ports for, and it was ethernet 2.5 or ethernet 1G. Okay, but...
03:00
Speaker 1
Exactly. Did you try to press the reset button underneath, prior calling? Okay that only means your Linksys now is in default mode, which you have to set it up in order for it to go online. What's your, I need to create a ticket here. First, what's your email address? Pardon. So that's J A for Alfa, N for Nancy, C for echo. Mhm. What else? Janine. Janine. then
04:00
Speaker 2
but the light is red and it's not working. yes yes JN a N a E stevens, S-T-E-V-E-N-S, at Gmail dot com. J-A for apple, N for Nancy A for apple e for elephant. and then Stevens with a V, uh, as in Victor. at gmail dot com[silence] Janae and Stevens, yes. Thank you. Okay. Okay. Okay, now it's yellow.
04:00
Speaker 1
Is it still flashing yellow? Okay, validate. Now check the Wi-Fi list, there should be Bel Op Setup. Just go to the settings of your phone, go to Wi-Fi. And you will see there, it's on the sticker underneath your router.
06:00
Speaker 2
[silence] and where do I check it? [silence] with the life info. [silence] Okay. [silence] and the password? okay.
07:00
Speaker 1
Is it still checking the internet?
08:00
Speaker 2
Okay, it's checking for internet now.
08:00
Speaker 1
So the account. Ha no need or probably it's asking you to activate Spectrum it's not. [silence]
09:00
Speaker 2
It's asking me to log in. I'm assuming so. I'm not sure what I'm logging into. Um, let me see. I don't remember the password. Um, I'm almost in. Okay. Okay, logging in now. Linking to my account.
09:00
Speaker 1
Your other two extenders, by the way, Jenny, you need to gather those two and power it on within five feet. Since the main node was reset, then that means your extenders are also totally disconnected. And no need to do anything on this main node for now. Just relocate those other two extenders you have and power it on right beside this main one within five feet. so that both can connect at this time. [silence]
11:00
Speaker 2
Is there a way to buy-- okay. So you just push the reset button? Oh, okay. Okay. And is there a way to make the first Linksys box not be a router, just be an extender? [silence]
11:00
Speaker 1
Yeah, there's a way for that, bridge mode. Do you have a computer? Okay. Yeah, but we need to connect first the child nodes.
12:00
Speaker 2
I do. Okay. It's still configuring. It's still configuring. It's almost done. Oh, it just went dark. It kind of looks blue, but Oh, it went back to green. Okay. [silence] I'm gonna go get the other child known, I'll be right back.
12:00
Speaker 1
That's on your app. Now for the child nodes that you just transferred there, press and hold their reset button. You can do it one at a time. Press and hold it until the light on top goes off. Let go after.
15:00
Speaker 2
Okay, the main node is green. The first child node is red flashing. And my app says it has one node. Okay.
15:00
Speaker 1
Okay. We'll just wait until their LED will change to solid purple or pink, which means the Node is ready to be set up.
16:00
Speaker 2
Okay. Okay. They both have their lights on. No, I was for sure they don't have any right now. Okay, they are. There's solid purple.嗯. Oh, the first one turned red. It's flashing again.
16:00
Speaker 1
this one the one that is hardwired to the modem okay yeah because what it does right now you just reset those nodes so after that it should turn to magenta or to pink light on top.
17:00
Speaker 2
should I do anything to that one. the first child node is it was purple solid and now it's back to red flashing. no that one is green. yeah it went dark to like a purple.
17:00
Speaker 1
Connect the child nodes first. So that later on, you won't have any trouble. I already asked you to reset those nodes. Is it having a purple light now on top? What's the color?
18:00
Speaker 2
Solid, and now, and then it, it changed back to red flashing. Should I try to go to the computer first, or do I need to connect the child nodes first? Okay. Solid, and now it, it changed back to red flashing. Should I try to go to the computer first, or do I need to connect the child nodes first? OK. It's purple, solid on one. And the other one was purple, solid, but it's flashing red again. Should I reset it again?
18:00
Speaker 1
Yes, correct. It was not successfully reset. So press and hold and let go when the lead is off. Let go after. Okay. We'll just wait for that one to turn to purple. So we will then do the five press reset again on the main node. So that whatever settings that you're trying to reset.
19:00
Speaker 2
Okay.Okay, so they're both purple now.
19:00
Speaker 1
Whatever, even though there are multiple nodes nearby, as long as it's on set up mode. What was your question again? One second.
20:00
Speaker 2
[silence] So, once both of the child nodes are purple, I need to press the button five times again on the main node? [silence] I pressed the child nodes until they turned purple, but after waiting a little while, while they were purple, they turned back to red. So what do I need to do while they are purple?
20:00
Speaker 1
what are you stealing blinking? Okay. so go to the main node and then underneath the main node, press the reset button again five times
21:00
Speaker 2
Well, they went back to blinking red after turning purple. Now it's redsolid or maybe it's pink I don't know. Okay. I did that and then it turned green. Do I just wait now?
21:00
Speaker 1
Okay. You can try to, these two extenders nearby, both are blue already. Let's color. [silence]
22:00
Speaker 2
yeah any there now what do i do they're flashing red Thank you for watching the video.
22:00
Speaker 1
I shall keep node display if the five presses used on the main node. We'll just wait for the LED to change to green. UH main node only.
23:00
Speaker 2
Do I need to do anything? On the table now? Or on the main note. Okay, it's green again. Do I need to do anything to the child note again? [silence] OK, the child nodes are green, but my app still only says one device. oh now it says three okay now when I unplug the child node to take it back upstairs is that going to be a problem hello are you there hello
23:00
Speaker 1
OK, that means it's all ready connected. Using your laptop, you have to connect it first to develop setup name.
26:00
Speaker 2
okay the child nodes are green okay let me go to my laptop okay do i go to a website [silence] are you there
26:00
Speaker 1
uh- uh You sure that laptop is connected to Belt setup name? It connected to that Wi-Fi? Visit the wireless settings of the laptop. We'll see there 3PACs in total. I mean, W-
27:00
Speaker 2
uh, uh.
27:00
Speaker 1
once your laptop is connected to the developer setup, just open a browser, any browser will do.
29:00