V2 Rubric Detail — 97cd0582-74ab-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:46
Duration
24m 21s
Contact
Tim Hundey
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135365
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Can't add child node
⚠ 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

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall87.2% (+13.2)

V2 Grader Summary

The agent correctly applied 5-press pairing and reset protocols from the KB to achieve a temporary connection. However, the resolution was only partial as the node became unstable (red/offline) upon relocation, and the agent provided a technically unsupported claim regarding the Linksys app's setup capabilities. Ownership, communication, and next steps were strong, but the issue was not fully resolved.

V1 Case Analysis

Customer reported child node not pairing (flashing red/blue). Collected serial and email, performed reset and 5‑press pairing on main node, confirmed both nodes show solid blue in app. Out‑of‑warranty; requested receipt to update warranty start date. Advised speed‑test and follow‑up email.

Troubleshooting Steps
  • Power-cycled both nodes and verified main node solid blue.
  • Performed factory-reset style hold on child node reset button.
  • Instructed 5-press reset on main node to trigger pairing mode (consistent with Velop KB).
  • Checked app for node status; confirmed both nodes listed as connected.
Key Observations
  • Agent correctly applied 5-press method for Velop mesh pairing, consistent with KB documentation (universal_5press_models.md).
  • No model number was confirmed, limiting ability to verify exact pairing method (e.g., MX6200 vs. WHW03).
  • Child node showed intermittent connectivity post-troubleshooting; issue not fully resolved.
  • Agent did not reference official support contact page (https://support.linksys.com/kb/article/90-en/) for unresolved hardware issues.
Positive Highlights
  • Collected serial number and email early in the call, enabling case tracking and follow-up.
  • Provided correct reset and 5-press pairing instructions consistent with KB for Velop mesh systems (universal_mesh_node_management.md, universal_5press_models.md).
  • Correctly identified out-of-warranty status and initiated a path to potentially extend coverage via receipt submission.
  • Explained that the new Linksys app no longer supports node setup and directed customer to local web UI as an alternative (adjacent_common_wifi_questions.md).
  • Technical advice fully aligned with KB; no contradictions found.
Agent Errors / Gaps
  • Did not obtain or confirm the product model number, which is required for model-specific troubleshooting per KB (e.g., MX6200 vs. WHW03 may have different pairing nuances).
  • Did not mention the official support contact page (https://support.linksys.com/kb/article/90-en/) when discussing next steps for an out-of-warranty device with potential hardware issues.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer achieved solid blue light and app showed 'ready to complete setup', but child node later turned red and offline after relocation; agent did not confirm stable connection post-relocation.
R2 Met Diagnostic thoroughness conf 95%
Agent performed relevant troubleshooting: reset, 5-press method, power-cycle sequence, LED observation, and app verification — all aligned with KB for node pairing issues.
R3 Met Correct resolution path conf 90%
Agent identified units out of warranty via serial lookup, offered best-effort support, and requested receipt to update warranty — followed OOW protocol without dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (child node failing to stay connected), asked about LED states, isolated issue via resets and pairing attempts, and logically progressed toward root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used physical controls (reset button, 5-press), observed LED behavior, and leveraged the Linksys app to verify node status — correct tools for this scenario.
T3 Partially Met No misinformation conf 90%
Agent correctly described 5-press and reset steps but stated 'for this model, the new update for the linksys app, it's no longer supported for the set up process' — contradicted by KB which still references app-based management and setup verification.
Communication
C1 Met Clear & professional language conf 85%
Agent framed interaction, gathered required info, guided step-by-step, maintained control during LED transitions, and set expectations for follow-up.
C2 Met Confirmed understanding conf 90%
Agent used clear, plain language, confirmed understanding through feedback (e.g., 'what’s the color of the light?'), and adapted to customer’s real-time observations.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, did not transfer, performed all troubleshooting, and committed to sending follow-up email for warranty update.
O2 Met Proactive follow-through conf 90%
Agent clearly stated next steps: send email after call, customer to reply with receipt screenshot to update warranty — specific, realistic, and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — agent continued troubleshooting and achieved partial resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and professional but only minimally acknowledged customer effort; no explicit empathy for repeated failures or frustration during LED instability.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, allowed time for observations, responded to uncertainty, and maintained calm, engaged tone throughout.
X3 Met Overall experience conf 90%
Agent avoided re-asking known information, used app to verify status remotely, and streamlined process by guiding real-time actions.
Call Transcript46 turns · 48 lines
Speaker 1
w What is up?
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.linksys.com. Please have your device serial number ready. For assistance, press 1 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 product, paid support option may be available depending on the issue. Hi, thanks for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
The child mode, does that make sense? Then the actual main node works. It's the child that doesn't work. Is that on the back of the box? Is that? There it is. Yeah, I see it. So it looks like there's oh, I guess there would be two. Okay. So, uh, I'll give you one of them. 20 J 20607901910. Yeah, it is through a small company called Quadro. Q U A Q U A D R O. [silence] Quadro. Q-U-A-D-R-O.
01:00
Speaker 2
All right, okay. But what's the light of the main node? Is it working fine? Okay, and I have the serial number of the link to see right please see child node? Yes. Um, yeah, at the bottom of the router. Please give me one. Okay. And who is your internet service provider? Quadro.
01:00
Speaker 1
quadro communication. Sure. Tim, T-I-M-Hundy, H-U-N-D-E-Y. Sure. South, Huron, H-U-R-O-N, Rush, R-U-S-H at gmail.com. It is sitting beside me on a table, not plugged in. So it, uh, it came with two. [silence]
02:00
Speaker 2
May I have your first and last name please? And lastly, your email address. all right, so where is the child node located right now? okay. how many nodes do you have in total for the system? two?
02:00
Speaker 1
One is, yeah, one is right beside the modem itself. Is that what you meant? So just give you kind of a heads up, things I tried were hardwiring it, plugging it right in with an ethernet cable. And I've tried doing this step few times as well. Which is, you know, just kind of connecting. Oops. I'm okay. Okay. All right, so we have a blue solid light right now on both of them.
03:00
Speaker 2
And one of them is working fine. That's the main node, right? Okay. And that's the domain. Yeah, the main node, the one that sounds. All right. So can you plug in the child node right next to the main node or at least two to three feet apart from it?
03:00
Speaker 1
[KEEP_UNCERTAIN] Okay. It's flashing now. So so when we were doing it before, when I was doing it before, it would say it was good and then it would turn right. When I try, when I, when I tried to, you know, there's like a a step that takes six minutes or whatever. That one that's when it would turn red. Have I tried what? I'm not sure what that is. Yes, I did that. Yes, I did that.
04:00
Speaker 2
I'm gonna set for the child mode to boot up.
04:00
Speaker 1
[silence] Now we got red flashing now. [silence] On the child node? [silence] Okay. How long do I hold reset for? Okay. It's just hard to tell 'cause it was flashing. [silence] It's flashing red. Okay, it's off now. Do I hit reset again to make it turn back on? [silence] 'Cause now there's no light. Okay. Just wait.
05:00
Speaker 2
Kindly reset it first. Just press and hold the reset button until the light will turn off. Then release. Yeah. On the child's nose. Until the light at the top will turn off. Then release. what's the color of the light? Okay. No need. Just wait. Yeah. Just wait for the light to come back.
05:00
Speaker 1
Okay, we have bluesolid again. So flashingblue.
06:00
Speaker 2
okay so it may have turned to solid purple or hot pink or you might see that as solid red, okay?
06:00
Speaker 1
Is it normal to have problems with the child node right off the bat soon or is this an abnormal situation? okay Reto. okay we have, we have, we have that purple color now. okay so re reset the main node five times. Is that what you said? on the main one? On the main one? okay. yeah
07:00
Speaker 2
O k, yep, it's still trying to boot up I'm uh that's that's that's what uh we need to determine and to isolate the issue on how to add it. We can also swap nodes. Yeah, if we need to. Okay. Kindly do the five press again on the main node. Make sure to press the reset button, not too slow and not too fast. One press every second five times. Yeah, press the reset button. Uh, press the reset button five times. One press every second. Yeah. Yeah, on the main node only.
07:00
Speaker 1
Okay, so I would say it's flashing pink, the main node. And now we are solid blue. It's now flashing. That purpley color, purpley pink. Okay. I just changed to red. Blinking red. Yes. Still blinking. Yeah, no change. Still red flashing. Okay. [silence]
08:00
Speaker 2
I'm sorry, what? Give it another minute.
09:00
Speaker 1
Still flashing red, yeah.
10:00
Speaker 2
still flashing red okay can we do a sequence reboot turn off both the main node and the child node and after 10 seconds you turn on the main node first wait for it to boot up and go to solid blue then you turn on the child node yeah you can do the switch at the bottom
10:00
Speaker 1
So I know when the main one's ready, when it's not flashing blue, right?... Okay.... Currently flashing blue.
11:00
Speaker 2
Yes. If you go on, okay. [silence]
11:00
Speaker 1
Okay, so solved that. I'm going to turn the child node back on. So the child is flashing blue, as you probably expect, Respect, because that's normal, right? We're waiting for that purple color, I think. Right? Gotcha. [silence]
12:00
Speaker 2
okay. yeah. Um, we will wait if the light will turn solid blue since we already connected it or set it up. We will also try to add it as wire child node but if that won't work, then we will try to swap node, uh make it as your main node.
13:00
Speaker 1
OK, we have a red flashing and green light on the child OK. It's blue now. [silence]
14:00
Speaker 2
node and then your current main node will be your child node okay give it two to three minutes [silence]
14:00
Speaker 1
I have the links app. I I will open that up. Oh, turned solid red. Okay. So my links app says, ready to complete setup. Okay. So quit setup (?) Oh, I see. [silence]
15:00
Speaker 2
five do you have like Kuzins app or are you opening the web interface to check if it's on the device list okay um just wait for another minute for it to turn back to blue so that you can relocate it after um just quick. I don't want to complete set up. And yeah, bye. Yep, just continue to set up. And by the way, for this model, um for the new update for the linksys app, it's no longer supported for the set up process and adding up child node, but you can still use it to manage your network by logging in locally.
15:00
Speaker 1
Okay, so I've got solid blue again. [silence] Okay, so what would you like me to do? [silence] It says, [silence] Actually, where do you want me to go in the app? [silence] Nodes. [silence] So when I when I see there, I see internet, I see router.
16:00
Speaker 2
Okay, that's good. That means it's connected. If it's solid blue, that means it's connected. And if you wanted to log into your linksys app to confirm, um, what does the app show right now? Um, yes. Check. Nodes is it's detecting the main node and the child node.
16:00
Speaker 1
NIC: And I see Linksys_00991 okay the router is the is the parent is that what that means okay okay so what would you like okay [silence]
17:00
Speaker 2
Yeah, that's the child node. The main node, yeah, the parent. Yep. All right. Yep, it's already connected. So you can unplug that one and relocate it.
17:00
Speaker 1
Okay, so, I am in the basement. Like you needed to know that, but that's that's the issue that's why I bought this system because I couldn't get internet down here. So, so it's flashing blue. So in terms of location, it's right below, like directly below where the other one is. That that should be fine.
18:00
Speaker 2
Okay. Yeah. Yeah. Okay. Mind frame, three to five minutes. Time frame, three to five minutes. Okay, that's all right. Yeah, that's fine.
18:00
Speaker 1
It turned red. Okay, just since we, since I have you, I'm looking at the app and I think you'd expect this, it says offline for, for the, for the child node. Gotcha.
19:00
Speaker 2
Okay. It'll turn from blinking red to solid blue. Then it might go back to red and then blue.
19:00
Speaker 1
Okay, so we have solid blue now. Oh. Yeah, as soon as I talked, it went red. I shouldn't have said anything. We're flashing blue again. I feel like the world's most boring sports commentator right now. No one's going to tune into me. Okay, so we are, oh, I shouldn't talk. Clashing blue.
20:00
Speaker 2
and
20:00
Speaker 1
And I'm looking for solid blue. Is that what I want? Okay. So I bought them both in a kit and they came in Thursday of last week. I think it was Thursday of last week. So I just, like I just got them. All right. So I am looking at a solid blue and I didn't refresh my Linksys app, but it refreshed itself, I think. So I'm looking at router, like internet router and then Linksys 00991. Okay.
21:00
Speaker 2
okay just give it some time yes then just refresh the links this up to verify what's When did you purchase this notes okay okay I'm okay okay that's good all right so yet They're all connected so it's all good now and also sir I'll be sending you some
21:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Oh. Okay. So like an Amazon order would would be fine? Like, if I could prove... Because you don't really get a receipt from Amazon but just like the order like screenshot or something? Oh. Yeah. Can you repeat it one more time? Because I wasn't sure what we were doing at first. So I yeah, I thought yeah. S-O-U-T-H.
22:00
Speaker 2
some some email, uh for the receipt so that I can update the warranty start date here on my and because if we will base the warranty start date on the serial number, it's already out of warranty. But if you have the receipt, then we can update it based on uh the warranty started when you purchase this note. Okay. Yes. Yes. Just the like yeah, the screenshot for that one where we can see the order date. Uh, let me verify again your email. That's south S-O-U-U-T-H-H-U-R-O-N-U-S-H at gmail.com. Is that correct? Okay. Okay.
22:00
Speaker 1
H-U-R-O-N-R U-S-H at gmail.com. Perfect. Um since I have you, is there a way to test, like how well this is working? Or is it, do we just know it's working? [silence] Okay. Okay. So do you know what? Um I'm going to let you go now because uh I really appreciate your help and uh I got through to you guys you guys so fast. because sometimes they don't want to let tech support go because you never get ahold of them again.
23:00
Speaker 2
Okay, got it. All right. You got it correct. All right, so I'll just send you the email right after this call and then just reply to that email and attach the screenshot of your receipt or the invoice. I mean, you can test or you can also run a speed test if you want. But if you wanted to run a speed test, I suggest you use the website speedtest.net or fast.com.
23:00
Speaker 1
But you guys were really great. So I appreciate that. Perfect. I appreciate you. Take care. Thank you. Bye-bye.
24:00
Speaker 2
You're welcome. So if you need more help, just feel free to call us back. You too. Have a good day. Bye. Mm.
24:00