V2 Rubric Detail — 9a519074-7c95-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:29
Duration
43m 53s
Contact
Michael Hindes
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136750
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node lost connection
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution3.44/5
Technical4.38/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall69.6% (+27.6)

V2 Grader Summary

Customer's issue was not fully resolved — agent guided 5-press pairing but did not verify node reconnection. Technical guidance was largely accurate and troubleshooting advanced the path, but model verification and tool use were incomplete. Ownership was maintained, but call control, communication adaptation, and effort reduction were weak, resulting in partial resolution.

V1 Case Analysis

Customer reported a Velop child node showing solid magenta and offline. Guided to reposition node near parent and perform 5‑press reset on parent to re‑pair. Node stayed magenta; issue unresolved.

Troubleshooting Steps
  • Verified parent node is online (solid blue).
  • Instructed customer to move child node close to parent node.
  • Guided customer to press the parent node reset button five times (5‑press method) to initiate pairing.
  • Advised to wait for child node LED to change to solid blue.
Key Observations
  • Agent did not capture or confirm the specific Velop model, a required protocol step for model‑specific guidance.
  • LED color explanations were partially inaccurate (e.g., stating solid green indicates online).
  • Agent repeated instructions and had long periods of silence, reducing call efficiency.
  • The 5‑press method was correctly suggested for the likely mesh model, but the agent failed to verify the outcome before ending the call.
Positive Highlights
  • Correctly identified that the node needed to be re‑paired and suggested the appropriate 5‑press method on the parent node.
  • Correctly instructed the customer to place the child node close to the parent node during pairing.
  • Collected customer name and email, which supports case documentation.
Agent Errors / Gaps
  • Missing model identification and related protocol fields.
  • Incorrect LED interpretation (solid green as online).
  • Did not confirm whether the child node changed to solid blue after the 5‑press procedure.
  • Provided confusing wording about resetting the parent versus the child node.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer through 5-press pairing but did not confirm the child node returned to solid blue or reconnected; call ended without verification.
R2 Met Diagnostic thoroughness conf 85%
Agent identified solid magenta as 'ready for setup', guided customer to bring node near parent and use 5-press method — meaningful troubleshooting that advanced resolution path.
R3 Partially Met Correct resolution path conf 80%
Agent used 5-press method without confirming model; while valid for many Velop/Intelligent Mesh models, ideal practice includes model verification per KB.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (solid magenta/offline node), confirmed parent online, interpreted magenta as 'ready for setup' — logical diagnostic sequence.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use app/dashboard to verify node status remotely, though customer reported app showed node offline — indirect tool use only.
T3 Met No misinformation conf 90%
Agent correctly stated solid magenta means node ready for setup; 'solid green/blue' references align with KB for some models and are not materially incorrect.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, lapses in dialogue, and lacked clear framing or summarization — weak call structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used informal language ('mate') and simple terms, adapted somewhat to frustration, but did not consistently confirm understanding or adjust pacing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case throughout, did not transfer, stayed engaged despite technical difficulties and environmental challenges reported by customer.
O2 Partially Met Proactive follow-through conf 80%
Agent provided step-by-step actions but did not set timeline for expected results or schedule callback; follow-up implied but not formalized.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact; no handoff needed or occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none warranted — issue was within L1 scope and actively being addressed.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered brief empathy ('sorry to hear about that') and remained polite, but did not specifically acknowledge frustration about power plug size or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent attempted conversational tone but missed opportunities to adjust to customer’s stress and confusion, especially when customer expressed disbelief about moving multiple nodes.
X3 Partially Met Overall experience conf 75%
Customer required to physically move nodes and manage power strips; agent offered workable sequence and acknowledged constraints, reducing effort within physical limits.
Call Transcript41 turns · 50 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products, will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
I have a node that is staying magenta colored and like the power cycle doesn't work. I didn't know if there's another trick I need to try to do to get the node to work. Uh yeah, let me uh let me uh let me uh let me uh let me uh let me uh let me uh let me uh let me uh let me uh let me uh let me uh
04:00
Speaker 2
Thank you for calling Linux. This is eyes. How can I help you? Let's see. I'm sorry to hear about that. So, can I have the serial number of your Linux device product?
04:00
Speaker 1
serial number is u d nine four zero M 54 C 27236. That
05:00
Speaker 2
Alright. Thank you sir. I'll repeat. Serial number 38 u 10 m 54 c 17 20 and then number two. That correct? Okay. Uh let me check first, sir. Modellnummer der ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... Geräte aus? ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... Wie viele .... ..... ..... ..... ..... Zu dieser Art hast du? (-:_LAPSE_:-) (-:_LAPSE_:-) (-:_LAPSE_:-) (-:_LAPSE_:-) (-:_LAPSE_:-) Okay. (-:_LAPSE_:-) (-:_LAPSE_:-) [-:_LAPSE_:-]
05:00
Speaker 1
intend to color or a setup code or whatever. But uh I thought I would call you to see what your thoughts were because the the that simply the instructions of power cycle from the app says to do that. That's all it tells you to do and that didn't work. So Up all. Up all. Yeah. It seems to be a it sees the and I'm saying when I when I'm in the app, when I'm in the app, it sees the node and it says the node is offline. So it's the app shows it there, but it for some reason stays offline. So
07:00
Speaker 2
Has it? Yes. I see. All right. it's a good thing sir that your parent node is still connected. Uh, since it's only one node that got disconnected, we're just going to add that uh node uh before we proceed, I'll create a go on. All right. So, on your apps, so how many notes do you see are connected and online?
07:00
Speaker 1
Let me find that. Uh. I think I need to go back and. yeah. Second. Close out this. Close out the Tri-Band. I. I mean it displays. 1, 2, 3, 4, but I think there's more than four. But in this the width of the screen only the four pop up. There's internet router, child, tri-band, tri-band, and then offline. But I technically have. More notes than that. But I don't care about all of them at this point. I just care about getting this one the second in online. And then I can power cycle the ones behind the second one if I really need to. power, cycle the ones down the chain. Yeah, that's the only one, everything else shows blue. So I'm assuming they're connected and this is the only one that flag is offline. So. Yeah, it's Michael last name Heinz, E-I-N-D-E-S. Yeah, high is H-I-N-D-E-S. Yeah, D is in Davis, D, S, yes. [silence]
08:00
Speaker 2
Okay. All right. So, let me just confirm. Only one of your nodes is not connected. Mhm. The one that showing a solid magenta? Uh-huh. Alright. Yes. Yes. Alright. I'll create first a record for you, sir. May I have your name? [silence] Michael Heinz. [silence] D-E-S. All right. Michael Heinz. Thank you. Uh, what about your email address, Michael? [silence]
09:00
Speaker 1
It is uh Mike Heinz at a t t dot net. That's correct. No, I hope it's Heinz my last name is Heinz with an H I n D E S at a t t dot net. It's spectrum.
10:00
Speaker 2
mike as in M-I-K-E and then times T-I-M-E-S mike hyreb at ATT dead oh good thank you mike so I presume your ISP is ATT or is it spectrum uh
10:00
Speaker 1
It's pretty near. I mean, it's, it's outside the bedroom in the hallway. So it's maybe. Okay. Okay. So I've unplugged the note I've unplugged the note now what do I do.
11:00
Speaker 2
Alright. So we'll just need to add the disconnected child node to your parent node. I want you to bring that child node near to your parent node. It's better to place it beside your parent node since we're adding it. It's a new, it's like setting it up again. two feet could be the best distance that your child node should be far away from. Place it beside your parent node or at least two feet away from your parent node.
11:00
Speaker 1
I got to plug it back in again, because I unplugged it to move it. one second. I got to find a hide a lot of things. is the.
12:00
Speaker 2
But your parent node could quickly detect your child node. When it starts to add your child node. and then, yeah, power, power it on. Once the child node is on, just wait for its light to stabilize.
12:00
Speaker 1
Yeah, I'm still trying to make the power connection. And in doing that, I had to unplug the parent node. So the parent node's going through a setup. So I'm waiting for the parent node to set back up. So I had to move the parent node plug in the power strip to fit the large plug.
13:00
Speaker 2
How's it going mate? Hmm. Let's see. [silence]
13:00
Speaker 1
give me one second as the power returns now is recycled. Let's see if I can make this power connection. so the Power Streak can't fit one simple modem plug and two of these humongous node plugs, power plugs on the power strip. I've got to find another way of connecting it next closest to the node we're trying to reset because of it. three links is plugs. plugs and one modem into a six-port power strip. because the damn plugs are so freakin huge. they block out the rest of the plugs on the strip. Yes. Well that's, that's what I'm trying to do but in doing that, on the power strip that has six ports in it, one of them belongs to the parent and one of them belongs to the modem.
14:00
Speaker 2
[silence] Um, Myke, I just need you to power on your child node near your parent node. You don't have to connect your child node to your parent node. Just the power adapter, plug it to a power outlet, to the source of electricity. Mhm.
16:00
Speaker 1
And the other four ports will not fit the base of this plug, because it's so super huge. So, now I'm trying to make it fit. I've unplugged the modem which is rebooting and the pair node which is waiting for the modem to reboot so the pair node can connect. Now the pair node's in red, which means I probably need to power cycle that. It was where the original node was that I told you before we did that. So, now, no, I don't have that. That's part of the problem, you could also tell me about that.
17:00
Speaker 2
I see. What's near on that area where you place your parent node? What's the next area which is nearer to your parent nodes? You can use if you have an extension or wire plug it to the other room
17:00
Speaker 1
Give me a second figuring it out. So pissed off with these bases. Why the bases have to be so big on the power board? I don't understand. Parent Node is recycling. Modems up and the recycles. Parent Node is flashing. I'll be there in a minute. As soon as it gets recycled, I will try to plug in the child node to a different
18:00
Speaker 2
Or we can just [silence]
18:00
Speaker 1
Looks like the parent node's back to solid blue. Good. Now, plugging in the child node, which is 12 inches away from the parent. As close as we're going to get it. Yes. Yeah. I'm going to be really surprised if this is if this is going to work any better than where it originally was, which is right out the door 12 feet away, 15 feet away. But, you know, we'll see.
19:00
Speaker 2
So we have to wait for your child note to turn back to. Its reviewed. magenta color is
19:00
Speaker 1
with the 0 node waiting for the parent to fully setap. Set. Plugging in the child node again now, is the parent node full the child node slash blue now it's sitting in a magenta color solid magenta is it going to do anything more? It's just going to be solid magenta again. Correct. [silence]
20:00
Speaker 2
It should be solid magenta. Your parent node is back online. Solid blue light. And your child node now is showing a solid magenta, so I think it's ready for setup or to be added to your parent node. Let's press your parent node to set up your child node.
21:00
Speaker 1
the parent knows reset, Budget. That's it. five times. Yep. Turn the button white, now it's flashing white. Uh-huh. It's blinking. It's light red right now.
22:00
Speaker 2
Yes, the parent node. Press the reset button five times. [ silence ] After pressing it five times, just [ silence ] [ silence ] Okay. So just wait your parent node light should start blinking. It will try to stand for your child node. Once it detected your child node, your child node should start blinking its light.
22:00
Speaker 1
Will I have to do this for each individual child node now? Or will can I just power cycle them downstairs separately? [silence]
23:00
Speaker 2
Okay, that's good. It means, uh, your parent node was able to detect your child node. So let's just wait. Uh, once your child node is added to your parent node, its light should turn to solid blue. That will depend if all the other child nodes are also showing a solid magenta, then you will have to do the five-press method on your parent, and you will have to bring them near to your parent node. But if your other child node is showing a solid red light, then you will have to bring your child node near your parent node, and before you press the five
23:00
Speaker 1
I'm I'm... So I'm very confused with that. So there's no easy way to do it. You're telling me I'm going to have to take each node and bring it up here?
24:00
Speaker 2
press method on your parent node, you will have to reset first the child node that has a solid red light until you got a solid purple, pink, or magenta light. Because that's the only light indicator that the child node is ready for set up or ready to be added to your parent note. So, Well, as I've mentioned, if the other child node you have is showing a solid magenta color, solid purple, or solid pink, it means they are ready for set up. They are ready to be added to your parent node. So you just need to bring them near your parent node and then do the five press method on your parent node. NOD, Press it five times and then just wait for the light to turn solid blue. Now, if your child NOD's color is solid red or blinking red then you just need to bring them again to your parent NOD. If it's blinking red, you just have to wait for its light to turn to solid blue. If it doesn't turn solid blue then you will have to reset the child NOD. And resetting the child NOD, you will have to press and hold its reset button until its light goes off. Once its light goes off, you will have to wait until its light turned back on and until you get a solid purple, pink, or magenta light. Because as I've mentioned, the light indicator for the child NOD to be ready for setup is a solid purple or a solid pink or a solid
24:00
Speaker 1
The second one's just solid blue. Here's the problem. I can't get all these chords for all these all of these uh child nodes. They're they're behind the uh down stairs and child node is still blue. [silence]
26:00
Speaker 2
Excellent, you can just add them. Yeah, you can just add them one by one. So since that child node is already bold, blue, it means it's already added, connected and added to your parental node. You can relocate it back to where you originally placed it and then just move another child node that has been disconnected to that place near your parent node. So you can add your child nodes one by one if you have no other socket to plug on. The child node up there is showing a solid blue light.
26:00
Speaker 1
Yeah, that's the first one I came downstairs to check, and it's solid blue. Okay. Okay. Yeah, the other one feels solid blue, but. Yeah. Okay. What if it's not a solid blue? What if it's like a light green blue? Is that the same as a solid blue, or is that something different? Okay. You could take that button on that one.
27:00
Speaker 2
then it's uh connected uh it should not be you don't need to reset that node because it's shown a solid blue light as I've mentioned you you only yes uh you'll only need to do a reset on a child node if it's showing a blinking red or a solid red but if it's showing a solid blue you don't have to reset them you just have to uh yeah it's the same it's the same because a solid blue or a solid green it means they're connected and online because sometimes yeah but because sometimes the model of the nodes have different light behaviors but a solid blue [silence]
27:00
Speaker 1
all right. Well, I think then maybe we, I took a pause there and um, second child notable. So, I'm going to plug that back in where it was and then uh, Right? Right. Okay. Okay, thank you. [silence]
28:00
Speaker 2
or a solid green means they're connected and online. Just the same as a solid purple, a solid magenta, a solid pink means they're ready for setup. All right. Yes. And then just wait patiently, okay, because once you plug back in your child node, it will first start to blink blue, uh, because it's still booting up. And then it will turn back to a solid blue, okay? So, you don't have to worry because that's already configured successfully and added to your parent node. So, you just have to wait for its light to go back to blue, okay? All right. You're welcome. It's my pleasure to assist you. Thank you for calling Linksys again.
28:00
Speaker 1
All right. Okay, thanks. Just moving everything back. No, there's nothing else. We're all set. Thank you. Bye bye. Bye, you too. [silence] [silence]
29:00
Speaker 2
Like, and take care. Have a great day. Goodbye. Yes. So there's nothing else? OK. You're welcome. Right. Goodbye, Mike. Take care. Bye. Oh. Hello Mike, have you relocated your chowd note? [silence] by [silence] hello [silence] Mike are you still on the line? If I don't hear you any response from you, I'm going to release this call in 10 seconds. [silence] Thank you once again for calling Think SARS, this is Alice, if you need more information please call us from Monday through Friday, from 8 am to 11 p.m. Goodbye.
29:00