V2 Rubric Detail — 9fe5a100-635a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:53
Duration
24m 16s
Contact
Sarath Midigaspe
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132625
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ 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
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.14/5
Overall77.0% (+21.0)

V2 Grader Summary

The agent resolved the issue by guiding the customer through a reset and pairing sequence, resulting in a solid white LED and confirmed connectivity. However, the reset instruction was technically incorrect per documented procedure, and the agent failed to demonstrate empathy despite clear customer frustration, leading to a downgrade on T3 and X1. Resolution was successful, so E1 and E2 are not applicable.

V1 Case Analysis

Customer reported a mesh child node repeatedly disconnecting (solid red). Performed power-cycle, hard reset (incorrect procedure for Velop), and pair-button steps (unsupported on Velop); node returned to solid white. Advised to keep node within 3–6 ft of main router. No model confirmation, warranty check, or case number collected. Agent incorrectly identified company as American Express at start.

Troubleshooting Steps
  • Power-cycled the node
  • Performed a hard reset using the reset button (incorrect procedure for Velop Intelligent Mesh)
  • Used the Pair button on the main router to re-add the node (unsupported on Velop Intelligent Mesh)
  • Verified node status changed to solid white
Key Observations
  • Agent opened the call with 'American Express technical support' — a severe and unacceptable brand misidentification [04:00].
  • Customer mentioned 'lens 6e' — likely LN6E (Velop Intelligent Mesh), but agent treated node as SPNM/Cognitive Mesh [05:00].
  • No warranty status check or case number creation, despite standard protocol requiring both for product support.
  • Agent used incorrect reset procedure for Velop Intelligent Mesh (solid blue = ready; should be solid purple) [12:00].
  • Agent instructed Pair button use — unsupported on Velop Intelligent Mesh models [15:00].
  • Technical steps resulted in confirmed solid white state, validating resolution despite incorrect guidance [20:00–21:00].
  • Agent recommended replacement hardware without diagnosing root cause or confirming customer need [22:00].
Positive Highlights
  • Correctly diagnosed need for hard reset after power-cycle failed [12:00].
  • Confirmed node reached solid white and remained stable, validating resolution [20:00–21:00].
  • Provided useful advice on optimal node placement (3–6 ft from main router) [21:00].
Agent Errors / Gaps
  • Opened the call identifying as 'American Express technical support' — a critical brand and protocol failure [04:00].
  • Failed to confirm full product model number despite customer providing partial info ('lens 6e') — likely LN6E (Velop Intelligent Mesh) [05:00].
  • Used incorrect reset procedure for Velop Intelligent Mesh (solid blue = ready; should be solid purple) [12:00].
  • Instructed use of Pair button — unsupported on Velop Intelligent Mesh models [15:00].
  • Did not verify warranty status or support eligibility at any point.
  • Did not create or reference a HappyFox case number.
  • Allowed excessive silence and unstructured flow, including off-topic remarks about night shift [19:00].
  • Recommended replacement hardware without assessing need or eligibility [22:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms node is solid white and says 'that's good to hear' and 'thank you very much for your help,' indicating resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through reboot, reset, pairing, and relocation steps that directly addressed the node connectivity issue.
R3 Met Correct resolution path conf 85%
Agent pursued appropriate troubleshooting for a mesh node issue, only suggesting replacement hardware after resolving the immediate problem.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red LED as symptom, asked for model/serial, ISP, and monitored LED changes to determine root cause.
T2 Met Appropriate tools / resources used conf 85%
No advanced tools (logs, remote access) were needed; physical troubleshooting with LED status was sufficient and correctly applied.
T3 Not Met No misinformation conf 80%
Agent instructed to 'hold reset until light goes off and release when blue appears,' but correct procedure is to hold 10–20 seconds OR until red flash and light-off sequence — releasing on blue is incorrect.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained step-by-step flow but had long silences, no initial framing, and repeated instructions without confirming understanding.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but did not adapt tone to customer’s frustration or confirm comprehension after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or disengage prematurely.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps (reset, move, press pair button, wait 3–5 minutes) and confirmed successful outcome.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted after successful resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer’s frustration, repeated issues, or history with Eric; no empathetic statements were made.
X2 Partially Met Tone & rapport conf 75%
Agent followed customer’s pace but did not adjust tone or style in response to visible frustration or confusion.
X3 Met Overall experience conf 85%
Agent avoided repetition, guided actions efficiently, and minimized customer effort during reset and pairing process.
Call Transcript38 turns · 39 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. 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.
00:00
Speaker 1
Hi there, good morning, Matt. This is Jesse. My GSTE. This is have local Grace, my parts one is getting disconnected quite often. Can you help me to get this on reconnect please. I have five. Right now one mapped. Yeah. Happened before also. [ silence]
04:00
Speaker 2
hello thank you for callingAmerican Express technical support this is Sharm how can I assist you today all right so how many nodes do you have there if you may ask or how many Linux nodes um yeah disconnected got disconnected all right one of the node got disconnected is that correct
04:00
Speaker 1
is one of the uh G fiber G fiber is very reliable there's nothing wrong with it so I forgot how to how to get this on reconnect maybe you can walk me through you want the serial number but it is it is lens 6e and the serial number is 58 W [silence]
05:00
Speaker 2
right. All right. And also, so you may know who is your internet service provider? T. P. Fiber. Four. Okay. Mhm. Yes, please. Can you provide the serial number and the model number? radiation here. mm, yes sir. You can also um use it wirelessly sir. If there are no interference. Is there any uh walls in between? Um this child note the other nodes.
05:00
Speaker 1
My question is, I have hardwired ethernet ports throughout my house. So it is advisable for me to connect the parts to hardwall. That's that should be okay. Okay, all right. So my pod has a red solid light. Can we have the need to do the. Yeah, so that's good. Yeah. Correct. Okay, it's unplugged. Do you want me to plug it back in? [silence]
07:00
Speaker 2
um, yes, that should be okay. Solid red. I see. Alright, kindly unplug that one, sir, and then move it closer to the main node, to the one that is, connected to the model. Mm-hmm.
07:00
Speaker 1
I, I am about 3 feet, eh man. It's blinking blue. I, I have asked twice to recommend for me to buy an individual router and stop using one of the pods as my router. You folks recommended two routers. I couldn't find the exact same model here in the US. Uh, right. I think he would have.
08:00
Speaker 2
Yes, please. Plug it back in. Like you need to move it closer to the main node. Like three to six feet away, sir. I see. All right. Got it. And let's wait for about two to three minutes until that device is done starting up. [silence] And have you tried to check on the Amazon
08:00
Speaker 1
check Amazon Best Buy you name it you can find it so I would like to request a call from Eric as well if possible I think he so no he was one of the isolation team member he helped me to get my system back running a few months few weeks ago so the light is blinking blue ma'am I tried to plug and get a close to the motherboard then do this one it will go to white for like a second then it disconnects and goes to red right now it's it's [silence] a solid blue light [silence] oh yeah that's usual [silence] the blinking blue light oh this is what you're seeing right now I want you to unplug the system from the wall socket wait for about 30 seconds then plug it back in that was that's the issue [silence]
09:00
Speaker 2
the website also sorry? ah okay sorry let's wait for a minute or two, sir. uh and let's see what's our light status? it should be blinking red or solid red if it get disconnected. uh and if it's connected, then it should be solid white.
09:00
Speaker 1
blue still linking blue. [silence] so it's become white. [silence] okay solid white right now. [silence] maybe you have you have a magic voice. The system there's white now connected. [silence] No, no, it become it become red not even one minute.
10:00
Speaker 2
I see. Let's stay there for a minute just to confirm it will stay on that color. A solid one.
10:00
Speaker 1
it's red now. Solar red still solid red
11:00
Speaker 2
All right. So it might change to solid white after. Let's give it a .
11:00
Speaker 1
Yes, still solid red. You still there? Hello? Yeah. Yeah. I can hear you. Yes, solid red man still. Okay. Okay. Okay. Okay.
12:00
Speaker 2
All right, so it's solid. Yes sir, I'm still here. Coming hear me. I hear it. So what do you do here sir is you will do a hard reset on this child node and you will connect it back to the network. Right, so kind press and hold the reset button sir until the light went off and release once the blue light is showing.
12:00
Speaker 1
All right. Told it, it become red and uh, it went off and now it uh is blue, solid blue. Uh, now, now yeah, now it's blinking blue. Yeah, correct. [silence]
13:00
Speaker 2
All right. So the light turned off before it goes to blue. Okay. Let's give it 2 to 3 minutes. or it's still starting up.
13:00
Speaker 1
Is Case still solid blue? Yes, Yes, she's. [silence]
14:00
Speaker 2
alright so it's now solid blue alright and just to confirm sir the main node that you have is it same model with this child node
14:00
Speaker 1
[silence]
15:00
Speaker 2
I see, all right. So, it's all good. So, the next thing you need to do, sir, kindly press the pair button on the main node, the one that is connected to your modem. Press the middle button, the bigger button, once only for one second. Yes.
15:00
Speaker 1
hold on hold on pause is is is solid white the no no no no yeah yes It's it's it's it's Blinking blue.
16:00
Speaker 2
All right, are you going to tell me what's the light status. Alright, so it's solid white. You've pressed the pair button once, right? The bigger button. And how about the child order is it solid? Alright, so it means that it's now communicating to the main node.
16:00
Speaker 1
It's, it's, blinking white now. Good. [silence]
17:00
Speaker 2
Let's wait here for about 3 to 5 minutes and let me set a timer here.
17:00
Speaker 1
[mumbles] I guess you're working the night shift , huh? Alright. What time you going home early in the morning?
19:00
Speaker 2
Yes, sir. Yes
19:00
Speaker 1
While we are waiting, it's solid white. [ silence ] So if this happened again, I need to unplug it, wait until it's become solid blue and then push the button in the motherboard for one sec. [ silence ]
20:00
Speaker 2
It's 6 AM parked, can tell. What's the light status? All right, so it's now solid white. Let's give it a minute. Just confirm it will stay solid white. All right,
20:00
Speaker 1
Yeah.
21:00
Speaker 2
yes, yes sir but you needed to move it closer to the main node, like 3 to 6 ft. all right. [silence] yes sir, that is correct. okay, so does it stay solid white? [silence] all right, that's good to hear sir, so yes you may relocate this
21:00
Speaker 1
Okay. Do you think you can recommend me a router that that I can purchase? So I I don't know it will fix the problem not getting disconnected my pods, you know, so. Yeah. You said MB E 7000? Correct. Okay. Correct. It's not available.
22:00
Speaker 2
Speed dial network. Now to the area, you want to relocate. Okay. What I can highly recommend is the same model with this one, the MX 6200. If it's not available, the other one should be the LN 1600. I think the M bash 7000 is not available already on the market, but I cannot guarantee that one. What I can highly suggest is the same model of what you have
22:00
Speaker 1
[ silence] uh what is the two more of his numbers can you repeat that can you in again please [ silence] umx m e x as in x as in uh fantastic 200 okay so the both are compatible with this pod yeah
23:00
Speaker 2
the MX-6200. sir. or if it's not available then the LN1600. hm. all right the same the same model with both you have the MX-6200. 6200. hm. and if it's not available then the other one is the LN1600. Lima Nancy. mm-hm. yeah sir.
23:00
Speaker 1
all right, okay. all right, thanks a lot. thank you very much for your help, okay?
24:00