V2 Rubric Detail — 9bf9d1fa-7193-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 19:17
Duration
14m 30s
Contact
Edmund Lum
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy – agent used profanity ('a fucking cloud') during the call, violating professionalism standards.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent correctly diagnosed and resolved a child node pairing issue using appropriate 5-press reset procedures, achieving technical success. However, the use of profanity constituted a critical failure in professionalism, triggering an auto-zero despite correct technical execution. The inaccurate warranty comment further reduced technical accuracy, but the primary failure was in customer experience.

V1 Case Analysis

Customer reported child Velop node blinking white and not connecting. Agent instructed 5-press reset and placement near parent node. Node eventually showed solid white. No model/serial collected. Warranty confirmed expired. Final Wi-Fi functionality not verified.

Troubleshooting Steps
  • Confirmed LED colors on parent and child nodes (parent: solid blue; child: blinking white).
  • Instructed 5-press reset on child node per Velop mesh node management KB.
  • Advised placing child node near parent node during pairing (3-5 feet).
  • Monitored LED transition from blinking white to solid white.
Key Observations
  • Agent correctly applied 5-press reset procedure for Velop mesh nodes (WHW/MX series) as documented in universal_mesh_node_management.md.
  • Agent instructed proper node proximity (3-5 feet) during pairing, aligning with KB guidance.
  • No model/serial number collected, violating protocol for hardware troubleshooting (PROTOCOL markdown).
  • No verification of Wi-Fi connectivity or device functionality after node pairing (RESOLUTION gap).
  • Unprofessional language ('a fucking cloud') severely impacted COMMUNICATION score.
  • Warranty status correctly communicated as expired based on transcript evidence.
Positive Highlights
  • Correctly identified blinking white LED as pairing/in-progress state per velop_wifi_connectivity.md.
  • Accurately guided 5-press reset procedure for WHW/MX series mesh nodes (universal_mesh_node_management.md).
  • Provided correct instruction to place child node near parent during pairing.
  • Communicated warranty expiration clearly, setting proper support expectations.
Agent Errors / Gaps
  • Did not collect product model or serial number, violating protocol for hardware issue resolution.
  • Failed to confirm final Wi-Fi connectivity or device functionality (e.g., smoker connection) after node pairing.
  • Used unprofessional and inappropriate language ('a fucking cloud'), damaging customer trust.
  • Did not provide clear recap or next steps beyond relocating the node.
  • Made irrelevant comment about electric guitars causing interference without customer prompting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent guided customer to achieve solid white light on child node and confirmed resolution; customer expressed satisfaction and ended call.
R2 Met Diagnostic thoroughness conf 96%
Agent performed logical troubleshooting: checked LED status, instructed power cycle, used 5-press reset method, and monitored pairing progress.
R3 Met Correct resolution path conf 95%
Agent correctly applied reset/pairing procedure for a mesh node issue without unnecessary escalation or warranty-based dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified blinking white light as symptom, asked diagnostic questions about LED colors, and logically pursued root cause (failed pairing).
T2 Met Appropriate tools / resources used conf 94%
No external tools were needed; agent appropriately used on-device LED observation and reset button interaction for this hardware-state issue.
T3 Partially Met No misinformation conf 86%
Procedural steps were correct, but agent made materially inaccurate statement: 'warranty will be until 2020' — warranties do not expire retroactively.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained general direction but lost control momentarily due to profanity and unclear phrasing like 'twinkling blue, let go'.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms but failed to adapt fully to customer's mixed-language confusion and used profanity, reducing appropriateness.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, took responsibility, and resolved without unnecessary transfer.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: wait for solid white light before moving node back, and confirmed readiness before closing.
O3 Not Applicable Closure confirmation conf 99%
No prior case history evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent used profanity ('a fucking cloud') and failed to acknowledge customer's frustration or language barriers with empathy.
X2 Not Met Tone & rapport conf 88%
Agent did not adjust tone or clarity for customer's confused, multilingual state and used unprofessional language, harming rapport.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, minimized holds, and provided efficient, actionable steps that led directly to resolution.
Call Transcript25 turns · 27 lines
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's serial number ready. For assistance, press one now. For out of warranty products, Paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. To hear these options again, [silence] press three. Repeat, press three. [silence] press one.
00:00
Speaker 1
[silence] my name is Ed LUM LUM. Yes.
01:00
Speaker 2
press 8 [silence] please select from the following options for in warranty products our support team is available to help with performance and hardware issues please have your device serial number ready for assistance press one now for out of warranty products paid support may be available depending on your issue to hear more about your service options press two to hear these options again press 8 please remain on the line for assistance Thank you for calling [unclear] my name is Nathan. your name please? okay Ed yes Ed how can I help you?
01:00
Speaker 1
Routers, mettere, uh router per il Wi-Fi? Puerto, ah downstairs, in my, in the, la pilota, può, c'è modo in cui potete aiutarmi con questo? Uh, yes. Oh, OK, für, di, wieder, es gibt wieder gleicher ok so you want me to, uh, unplug it and then bring it upstairs.
02:00
Speaker 2
Mm-hmm Yes, can you check the color of the light on door downstairs? [silence] Tell me the LED light What is the color of the light? [silence] Red. [silence] Can you bring the child to the near the mother node? Can you unplug the power of the child node and then bring the child node near the mother node?
02:00
Speaker 1
Okay, hold on a second, please. [silence] Oh, okay. So, um, I have unplugged it. Plug the power cord to the one downstairs. Out and then Take it upstairs to the one in the office. Okay. Okay, hold on. [silence]
03:00
Speaker 2
Yes, and plug it to the power and then wait for a few minutes. And then what is the code.
04:00
Speaker 1
Okay, so now I will, I have it upstairs in the office and I'll power it back on again. Okay, right now, it's showing a solid blue. Okay, okay, the light went off, is blinking now? and then fading off the balloon. Yes, it's blinking. it's blinking.
05:00
Speaker 2
Yes, please. [silence] [inaudible] Wait for a light to become stable. [silence] [inaudible] [silence] Blinking blue. Blinking or solid? All right. [silence] twinkling blue, let go.
05:00
Speaker 1
Okay. Um okay, let me take a look here. It is white ​​ and now the not yet. It's still blinking, flashing. Okay
07:00
Speaker 2
What is the color of the light on the main or the primary node? [silence] All right. [silence] The [silence] child note is solid blue or not yet? [silence] All right. When you see the solid blue on the tile node, then me.
07:00
Speaker 1
So flashing blue. Okay. Okay. Now it's solid blue. Okay.
08:00
Speaker 2
Mm-hm. We'll get. as soon as you're ready. Okay, go to the other node. And then this time I need you to press and release.
08:00
Speaker 1
Okay. Okay. So, go to the mother. Okay. Which button? The, the, release, the, reset button. Okay. Five times. Okay. Okay. It's still white, not blinking white. Yes. Okay. Its still.
09:00
Speaker 2
Reset button, five times. Okay? One press per second. Mater note. Press and release. Press and release. Reset button. Yes. Yes. Like click, click, click, something like that. It'll blink. White or yellow, please? It's now blinking white. Good. The child node will also blink after a few seconds. Wait for the child node to blink. [silence]
09:00
Speaker 1
Okay, so, okay, the secondary one was blinking blue, now, now it's, now it's blinking white. Okay. [silence] Not yet.
10:00
Speaker 2
Good. It will turn solid in white. Wait for it. Oh is it now solid white? Not yet. Okay. It's already three minutes.
10:00
Speaker 1
Sure. Okay. If I move back the secondary one, I have to unplug it from my office upstairs and take it downstairs and hopefully, it should, it should work. Okay. Mm-hmm. Oh, I see. Okay. Mm-hmm. Okay. Okay. So
11:00
Speaker 2
[a fucking cloud] Once you can solve it right, you can move it back. Yep. So, in counter this kind of problem, the solution is just bring it to the mother nearby around three to five feet away, and then reset the child node. When you see the solid blue, go to the other to discover the child node and it will. Now, you may ask, what happened? Why is it the child node is disconnected? Well, the location may be too far, and then obstruction, power outage, that happen. Usually happens once or twice a month, three times a month. It's a normal thing. [silence]
11:00
Speaker 1
Well, if that happens again, I have to do exactly what we just did today. Okay. All right. Well. Oh, I see. Okay. Because, um, okay. Well, right now, the, the, the, the child mode, the child tower is still blinking white. Yeah, because I'm having issues with trying to connect my, um, my Wi-Fi to my smoker. It's not, it's not making any connection between the smoker and my white. Okay. All right. Now it's solid white now. Okay.
12:00
Speaker 2
if you have let's say, uh, music machines like piano, or electric guitar, or that'll happen a lot. that will interfere. do you have electric guitar? that's a good sign. because, because it's red. that's okay. Yes, wait a minute. it will turn red and then go back to white. wait for it.
12:00
Speaker 1
still saw it wipe yes okay yes still saw it wipe yes okay okay so I can I can unplug it.
13:00
Speaker 2
Still solid. Just a minute. And then if it's still solid white after two minutes, you can unplug and move it back. All right, solid white. All right, You're good. You're good. You can move it back. All right, then. Good. Up there. That's great. All right. Good.
13:00
Speaker 1
Now, and then take it downstairs and hopefully it'll stay sold white. Okay. All right. Okay. Okay. Okay. Thank you very much. All right. Have a good day. Okay. Okay. Okay. Okay, thank you. Have a good day. Okay. Bye-bye. Thanks.
14:00
Speaker 2
sure [silence] just give us a call if you need any help. [silence] we're just here. [silence] we can help. [silence] and don't worry your warranty will be until 2020. [silence] you still have a long way to go. [silence] you can you can. [silence] yeah three years [silence] all right then, bye bye. [silence]
14:00