V2 Rubric Detail — 994476bc-7162-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 13:26
Duration
12m 26s
Contact
Scott Kilmer
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical instruction (pink LED flash during reset) — no such LED state exists in any Linksys mesh model per KB documentation.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent successfully resolved the child node connectivity issue by guiding the customer through a factory reset and 5-press pairing, resulting in both nodes showing solid white. However, a critical technical inaccuracy — instructing the customer to wait for a 'pink light flash' during reset — constitutes a material error not supported by any KB, triggering an auto-zero. Despite resolution, the misinformation risks customer confusion and failed resets on future attempts.

V1 Case Analysis

Customer reported solid-red Velop child node. Agent instructed factory reset and 5-press pairing. Node briefly showed solid white but later blinked red. Call closed with purchase advice for additional nodes.

Troubleshooting Steps
  • Instructed customer to reset the red-lit child node (hold reset until light off, release after 'pink flash').
  • Advised 5-press pairing on the parent node.
  • Waited 2-5 minutes for LED changes.
Key Observations
  • Agent failed to collect model number, critical for accurate Velop troubleshooting.
  • Reset instructions included 'pink light flash' — not documented in any Velop KB article.
  • 5-press pairing method was correctly applied for Velop models without a Pair button.
  • Child node briefly turned solid white but later reverted to blinking red — agent did not address this regression.
  • No verification of parent node status before initiating 5-press pairing.
  • No warranty or case number collection despite potential hardware issue.
Positive Highlights
  • Correctly identified solid red as requiring a factory reset.
  • Applied 5-press pairing method appropriately for Velop models without a Pair button.
  • Maintained polite tone throughout the call.
  • Provided correct purchase guidance for additional nodes.
Agent Errors / Gaps
  • Provided non-standard and incorrect reset procedure ('pink light flash' not in KB).
  • Failed to collect model number, a critical protocol miss for product-specific troubleshooting.
  • Did not verify parent node LED status before recommending 5-press pairing.
  • Did not troubleshoot the recurrence of blinking red on the child node after initial success.
  • Did not confirm stable internet connectivity or mesh synchronization after pairing.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'Well, now they're both solid white' and proceeds to test the setup, indicating the node connectivity issue was resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided the customer through a factory reset of the child node and used the 5-press method on the parent, which are documented steps for adding a node in universal_mesh_full_rebuild.md and velop_child_node_setup.md.
R3 Met Correct resolution path conf 90%
The agent selected the correct resolution path (reset and re-pair) for a non-responsive child node, consistent with KB guidance; no warranty or escalation issues arose.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified the solid red LED as the key symptom, asked for model/serial, and initiated a logical diagnostic path (reset → re-pair), aligning with KB troubleshooting flow.
T2 Met Appropriate tools / resources used conf 80%
No advanced tools (e.g., remote access, logs) were needed; the issue was resolved using standard physical procedures appropriate for the scenario.
T3 Not Met No misinformation conf 95%
Agent instructed: 'once the pink light flashes' — no Linksys mesh model has a pink LED; the correct sequence is red flash and power-off (per universal_factory_reset.md). This is a materially incorrect instruction.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but did not set expectations at the start and included off-topic remarks (e.g., 'wish I had more hair'), reducing focus.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'press five times, not too fast') and avoided technical jargon, adapting well to a non-technical customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on the resolution steps without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent gave vague wait times ('2–3 minutes', '3–5 minutes') and did not specify a clear next step beyond relocation; no callback or follow-up was promised.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent used polite, friendly language but did not acknowledge the customer’s frustration about a node failing after nine months; empathy was generic.
X2 Partially Met Tone & rapport conf 70%
Agent matched the customer’s informal tone but inserted unnecessary small talk, which slightly disrupted the technical flow.
X3 Partially Met Overall experience conf 80%
Customer had to repeat model/serial info and endure multiple unconfirmed wait periods; agent could have streamlined timing expectations.
Call Transcript20 turns · 22 lines
Speaker 1
good afternoon Scott Kelmer calling I have a one of your links is a node mesh system and um I came with three nodes and I think [silence] has seven LEDs that are red three blink green the setting here it's not a TL STA uh it can't be that stuff but I don't know what's wrong with it it worked fine for like nine months but now it's not functioning are you in your location now are you already opening are you there [silence] it is a level seven [silence] it's back working now
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 one now. For out of warranty, 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. [silence] Thank you.
00:00
Speaker 1
We initially set one up on the other side of the house as its own network, but I can't get it to work, so I was trying to add it to the existing mesh system, or maybe I need to buy some additional nodes to add on, I don't know. Help me, lady. Yes. So, the main node that has the Wi-Fi going to it is lit and it's white, and the other one is red and it's solid, and they're sitting, you know, about two inches away from each other. [ silence ]
01:00
Speaker 2
Okay. And you want to add it as a child node. Since it's not working as a main node. Alright, please let me assist you with this concern and before we proceed, sir, what's the light status of this node, sir? Solid red. Got it. Can we provide the model number and the serial number of the node, sir, that has solid red light color. 661. Got it. Thank you so much for providing me the information. and also may I know who is your internet service provider? Right.
01:00
Speaker 1
okay. I uh too many properties uh able network true okay I yes okay [silence]
03:00
Speaker 2
Oh, I, so, since the light status of this node is solid red we need to reset this one, the child node and we will add it to the network and you may locate it after we added, alright, gently press and hold the reset buttons of this node until the light went off and once the pink light flashes and continue to hold for another two seconds. Then release the reset button to begin configuring.
03:00
Speaker 1
It's off, it's blinking red. Completely off, do I let it go? probably otherwise blue, okay. it's solid blue. Wow, now it's blinking blue. Okay, don't make it too easy on me. How many of these nodes can I put on the system?
04:00
Speaker 2
and release once the blue light is showing. Yes, please. All right. And let's wait for about two to three minutes until the light changed to solid blue. Yes, sir. Let's wait for two to three minutes, since it's still starting up or booting. Okay. It depends on how, what's the distance, or what's the size of your
04:00
Speaker 1
It's big. There's three levels. Okay. it's still blinking. Ding. Ding. Oh. Solid blue. Okay. It's blinking. Ditto.
05:00
Speaker 2
using a looster. Or how big is your house? Well, here's the thing is, the uh node can cover up to 3,000 feet for it for. Oh n那那那. All right, so now it's on the bluster. The next step you need to do is kindly press the reset button of the main node or the parent node, the one that is connected to the modem five times. Like press release, press release for five times, not too fast and not too slow.
05:00
Speaker 1
blinking in white now it's still solid blue now that's blinking okay yup and it's solid white nope it's blinking white I hope you're having a good day so far it's been all right wish I had more hair but I'm okay
06:00
Speaker 2
All right. And how about the Child node? All right. So now it's linking. Let's wait for about three to five minutes. And if it successfully added sir, the light status of the Child node will be solid white, which is same as the main node. All right. All right. So let's wait. I'll set a timer here in my App. [silence] I, yes, sir. We're having a good day here. I hope for your, for your, also sir. You're having a good day.
06:00
Speaker 1
Yeah, I think I need a couple more nodes, one downstairs, one in the garage or one outside, maybe two or three. Well, it does take a minute, doesn't it? All right, one's solid white, but the main one's still blinking. [silence]
07:00
Speaker 2
I see let's wait for the main one turn to the solid white. Then if they are both solid white, then you're good to go, you may relocate the chart.
08:00
Speaker 1
Hmm. Okay, the main one went solid white and the other one's blinking red. Sure. I'm just trying to keep you up on what's happening. If you tell me to, I'll just take it out and throw it over the deck and it'll fall about 80 feet and it'll be fine.
10:00
Speaker 2
the other one is blinking red so let's give it a minute or two sir all right thank you so much
10:00
Speaker 1
Now if I wanna buy another node or two, do I buy those from you? OK. Well, now they're both solid white. And have 30, 40 Well, I'll go try it, but it's, I'll see if it works. And if not, any cup. OK.
11:00
Speaker 2
no sir you can purchase it on the Amazon website because we don't sell it over the phone and also on our website sir [silence] all right so since they're both solid way then you may relocate this Charlotte sir and the ideal distance of each cloud should be about 30 to 60 feet away and the maximum of 80 feet [silence] all right so is there anything else yes you can add another child
11:00
Speaker 1
Thank you so much. You are awesome. Thank you. Byebye.
12:00
Speaker 2
all right thank you so much also sir and if sir has a problem then you can contact us back alright all right thank you so much and have a good one bye for now
12:00