V2 Rubric Detail — 94771cd4-6695-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:33
Duration
10m 16s
Contact
Laura Barrett
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133288
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: child node lost connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+23.4)

V2 Grader Summary

The agent successfully resolved the child node pairing issue by guiding the customer through the 5-press method and interpreting LED feedback accurately. All nodes achieved solid blue status and were recognized in the app, confirming full mesh integration. The resolution was achieved without escalation, with clear next steps and a ticket provided for continuity.

V1 Case Analysis

Assisted customer with Velop mesh node pairing issue. Performed 5-press reset on parent node. Child nodes transitioned from blinking pink/red to solid blue and appeared in app. Case closed with ticket number provided.

Troubleshooting Steps
  • Asked about child node LED status
  • Instructed customer to perform 5-press reset on parent node
  • Monitored LED changes on parent and child nodes
  • Confirmed nodes appearing in app
Key Observations
  • Agent did not collect model number, serial number, or verify warranty status — a protocol miss for a troubleshooting call.
  • 5-press reset guidance was accurate and appropriate for Velop mesh recovery per KB.
  • Customer saw all three nodes in app after reset, indicating likely resolution.
  • Agent provided case number and spelled it clearly for customer to record.
  • Call ended without confirming final network functionality (e.g., internet access, device connectivity).
Positive Highlights
  • Correctly interpreted blinking pink and red LEDs as part of Velop node startup and pairing process ([00:00])
  • Accurately guided customer through 5-press reset on parent node, a valid recovery method for Velop mesh per KB ([01:00])
  • Properly explained that blinking lights indicate nodes are responding and pairing ([02:00])
  • Confirmed that solid blue means node is online and connected ([05:00])
  • Provided clear case number and spelled it phonetically for accurate recording ([07:00])
Agent Errors / Gaps
  • Failed to collect or confirm product model number despite performing model-specific troubleshooting ([00:00]-[02:00])
  • Did not verify serial number or warranty status, which is required when troubleshooting hardware behavior and before recommending resets ([07:00])
  • Did not confirm customer's ability to access app or web UI before relying on visual feedback ([05:00])
  • Did not validate final resolution by asking if devices could connect to Wi-Fi or access internet ([06:00]-[07:00])

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Customer confirms all three nodes are now online and visible in the app: 'Now a popped up three nodes on my phone... they are both showing solid blue now.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through 5-press method on parent node, monitored LED changes on child nodes, and correctly interpreted blinking as a positive sign of communication.
R3 Met Correct resolution path conf 90%
Agent selected the correct 5-press pairing method appropriate for an Intelligent Mesh system (likely WHW/MX/MR series), which aligns with documented procedures for adding child nodes.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (child nodes not connecting, LED color changes), asked for real-time LED status updates, and used that to assess progress toward resolution.
T2 Met Appropriate tools / resources used conf 90%
LED observation and physical pairing method were the correct tools for this issue; no remote tools or logs were necessary given the nature of the pairing problem.
T3 Met No misinformation conf 95%
Agent correctly interpreted blinking blue as booting, pink/purple as setup-ready, and solid blue as online — consistent with Intelligent Mesh LED behavior in KBs.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow but did not set clear expectations at start; used filler phrases ('Okay, that’s good') without confirming understanding or next steps until late in call.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated confirmations, and matched customer’s conversational pace, making technical process accessible.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case from start to finish, did not transfer, and provided a ticket number for continuity and future reference.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next steps: wait for solid blue light before relocating nodes, and provided ticket number for follow-up if issues recur.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first-time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and professional but did not explicitly acknowledge customer frustration with erratic LED behavior or repeated failures prior to call.
X2 Met Tone & rapport conf 90%
Agent adapted tone and pace to customer’s emotional state, used affirmations ('Mm-hmm', 'Okay') to maintain engagement during uncertainty.
X3 Met Overall experience conf 90%
Agent avoided unnecessary steps, guided customer efficiently through pairing, and minimized repetition by focusing on key LED indicators.
Call Transcript18 turns · 18 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. [silence] so this is we see do. what's the status now of the lights of your child notes? Okay, um that's fine. This is sweet. Uh because it's still putting up. If it's still blinking blue it's still starting up. Okay, that's good. Okay, that's good. So since both of your child nodes
00:00
Speaker 2
Hi, you reached Flora. Please leave a message and I'll get back to you as soon as I can. Thanks. Well, hello. Hello? Oh, I was trying to call you. I was like where'd you go? Hello? Hello? Okay, I'm sorry. So you had you called me back. Thank you so much. Thank you. The one that you and I were working on is still blinking blue. Okay. Okay, it just turned pink now. Now they're both pink. Okay. [silence]
00:00
Speaker 1
[silence]
01:00
Speaker 2
Okay. Uh-huh. Okay, the parent. You said I'm gonna do it on the parent node, not the children, right? Okay, five times in five seconds? I'll do it right now. 1, 2, 3, 4, 5. Okay, I did it. And now it's blinking red. Oh, blinking blue. Now it's solid white. Now it's blinking white. Okay, one of the child nodes just started blinking pink. The other one's not blinking yet. The one you and I were working on is blinking pink. The one that was Oh nice. The other one's blinking pink. Okay. Oh my God, they're all doing weird things. Okay.
01:00
Speaker 1
Okay, that's good. That's a good. Mhm. So it's a good sign that your two child nodes are blinking. It means they are responding to your parent node. So let's just wait for the light to turn solid blue. Okay, that's fine. Since your two child nodes are already starting to blink. So it's the child node that we're going to focus on. This one. Usually adding a child node will take one to six minutes.
02:00
Speaker 2
Now the parent is solid blue. OK. Let me tell you what they're doing. uh-huh. Playing. OK. OK. The parent is now, it looks like it's solid blue. I mean, I'll keep my eye on it, but it's, it's not blinking right now. That the parent node, node is solid blue. OK. They're still both blinking red.
02:00
Speaker 1
Okay, that's good. It means it's already configured as a child node and added to your parent node. Okay, that's odd, normal, because sometimes when there's an interruption on the transmission of data from your modem to your parent node, it will change its light color, but you don't have to worry because that child node is already added to your parent node. Mm-hmm. Mm-hmm. Okay.
04:00
Speaker 2
Okay. One of the nodes just turned blue. Okay. Oh, but now that blue one just turned red again. Okay. Okay. I agree. Turned back blue while he was talking. So now that one's solid blue. The other one's still flashing red.
04:00
Speaker 1
I think one of your child node is already connected and online. In fact, you can relocate that child node already. Yes. Okay. Uh it's it's okay. Yeah. You may have to wait because it may take a while to load the information. But so long as your nodes are showing a solid blue light, they're already connected and online.
05:00
Speaker 2
Okay. Let me look at my Lynch's thing, because before I just had one hooked up. Let me see what it says now. Now I see like what we're doing. Oh, no. It was solid blue. Now that one went red. The one we're waiting on. Okay. So now it says, oh. When I go on the Lynch's website, it says I only have one node on. It hasn't picked up the other ones yet. It says, "Offline offline offline. Okay. Okay. Okay. So they are both saying solid. They're both showing solid blue now. [silence]
05:00
Speaker 1
Mm-hmm. So that's good. You can. Okay, that's good. Yep, yep. All right. So you can then relocate your two child nodes to where you placed it before. So everything's good now, Laura? Yep. Yes. Yes. Yes. Once you plug them, you just have to wait patiently for the light to turn back to solid blue, because usually when you unplug a node and plug it back in, it will first start to blink blue [P2: ] because they will start to boot up or start up first. And then it will rest assured, it will turn back to solid blue, because they're already configured as a child node to your parent node. So they will return back to a solid blue light. Okay?
06:00
Speaker 2
So do I. Oh wait. Now I t popped up. Now a popped up three nodes on my phone. Okay. So the parent node counts as a node, too. Because it has three nodes. So it's doing the two kids and the parent together, right? Okay. All right. Oh, okay. I hope so. It seems that way. I hope when I unplug and go upstairs and put them where they previously were that they stay this way. You think they well. Okay. All right. Oh, okay. Okay.
06:00
Speaker 1
You're welcome. Before we end the call Laura, I'll provide your ticket number so that in case you have issues again with your charging. You can call us back and use this ticket number as a reference. So your ticket number is 00013288. Yes. All right. It's L for London T for, yes, L for London, T for Thomas, S for Sam 00133288. Yes. Thank you so much. Bye. Bye-bye. Have a good one. Bye-bye. [silence]
07:00
Speaker 2
All right, thank you so much for your help. I really appreciate it. Thank you. Okay. Okay, let me grab a piece of paper. Wait, one second. I have to get a piece of paper. Sorry. Okay, I have it. I have a pen. L. Thomas, Sam, 001, 3, 2, 8, 8. Okay, London, Thomas, Sam, zero.
07:00
Speaker 1
Yes. Yes. All right. Thank you for calling Linksys again, Lara. Once again, this is ice. You're welcome. It's my pleasure to assist you. Thank you, Antigua. Have a great day. Bye. Uh, this is ice? Yes, ice. A for apple, why for yellow, s for Sam. Yes. It's my pleasure. Thank you. Bye.
08:00
Speaker 2
Oh, one, three, three, two, eight, eight. Yes? Okay. Great. All right. Thank you. Thank you so much. I appreciate your help. Be very- And what'd you say your name is? I'm sorry, what'd you say your name is? I? How do you spell that? How do you spell that? Uh-huh. Okay. Ice. Okay, thank you so much. I appreciate it. Good day. Goodbye.
08:00
Speaker 1
Hello Laura.
09:00
Speaker 2
Yeah, I'm here. Oh, I have to hang up. I'm sorry, I thought you hung up. I'm sorry. I thought you hung up. I'll do it. I'll put you hang up. I'll do it. Okay. You know, my hands are full. I'm holding the nose in one hand, the phone in the other, so I have to get where I can put everything down and then I'll hang up. I'm so sorry. Okay. I'll do it now. page with the phone. Okay, got it. Thank you so much. Bye-bye now.
09:00