V2 Rubric Detail — a9c787ee-7532-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 09:53
Duration
18m 23s
Contact
Caroline Cooke
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135465
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall55.8% (-0.2)

V2 Grader Summary

The agent demonstrated ownership and empathy but provided materially inaccurate technical information (LED colors, placement advice) and omitted key diagnostic steps. While the node briefly showed solid blue, it continued cycling post-call, indicating unresolved instability. Troubleshooting was incomplete and introduced customer effort through repetition and confusion, preventing a successful resolution.

V1 Case Analysis

Customer unable to add third Velop node (flashing red). Performed reset and 5-press pairing; node eventually showed solid blue. Advised proper placement and that additional nodes can be purchased if needed.

Troubleshooting Steps
  • Collected serial numbers for parent and child nodes.
  • Instructed reset of the child node (hold reset until solid blue).
  • Guided the customer to perform the 5-press pairing method on the parent node.
  • Monitored LED changes and advised placement distance.
Key Observations
  • Agent described non-existent LED states: 'solid pink or purple' (02:00), 'solid black' (08:00), and 'solid pink' (08:00) — none of these are valid for any Velop model per the KB.
  • No verification of WAN/Internet connectivity or ISP-specific settings (VLAN/PPPoE) was performed, violating Step 2 of velop_wifi_connectivity.md.
  • Excessive small-talk and weather discussion (04:00–06:00) reduced call efficiency and distracted from troubleshooting.
  • 5-press method was used without confirming the exact node model; Gigaclear-provisioned SPNMX5x nodes may not support 5-press and require different procedures (see spnmx56_family.md).
  • Agent incorrectly described flashing blue as 'booting up' (14:00) — on most Velop models, blinking blue indicates WPS or booting, but solid blue is the ready state (see led_intelligent_mesh_consumer.md).
  • Agent claimed the node would 'turn to solid black' (08:00), which is not a valid LED state in any Linksys KB documentation.
Positive Highlights
  • Collected serial numbers for both parent and child nodes (01:00–02:00).
  • Collected customer name and email address (03:00).
  • Confirmed ISP as Gigaclear, which is relevant for provisioning and compatibility (03:00).
  • Guided the customer through a factory reset and 5-press pairing process (06:00–10:00).
  • Provided correct placement guidance of 10–15 ft between nodes (14:00).
  • Successfully achieved solid blue LED on the child node, indicating a likely successful mesh join (17:00).
Agent Errors / Gaps
  • Incorrect LED meanings: 'solid pink/purple' and 'solid black' are not valid LED states per any Linksys KB (02:00, 08:00). This directly contradicts led_intelligent_mesh_consumer.md and led_cog_mesh_group_a.md.
  • Failed to check modem/WAN status before node pairing, violating Step 2 of velop_wifi_connectivity.md.
  • Unnecessary small-talk and off-topic conversation reduced call efficiency (04:00–06:00).
  • Did not confirm the exact node model before recommending the 5-press method. Gigaclear-provisioned SPNMX5x nodes may not support 5-press (see spnmx56_family.md and universal_5press_models.md).
  • Misinterpreted LED behavior: claimed 'solid black' and 'solid pink' are valid states, which contradicts all KBs.
  • Incorrectly described flashing blue as normal boot-up without confirming model-specific behavior (14:00).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent claimed success when node turned solid blue at 17:00, but node continued cycling red/blue after call, indicating instability; resolution was not confirmed as durable.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed reset and 5-press pairing but skipped critical steps: no modem/WAN test, no parent internet status check, no signal strength assessment despite thick walls mentioned by customer.
R3 Met Correct resolution path conf 95%
Agent pursued appropriate troubleshooting path (reset, re-pair) for a node-joining issue without prematurely closing or dismissing due to warranty or ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (flashing red) and collected serials, but failed to ask about parent node status, internet connectivity, or prior setup attempts—key diagnostic omissions.
T2 Partially Met Appropriate tools / resources used conf 80%
No remote tools used, but agent should have directed customer to check parent node dashboard (http://192.168.1.1) to verify internet status and node topology—missed opportunity for evidence-based diagnosis.
T3 Not Met No misinformation conf 95%
Agent provided multiple technical inaccuracies: 'solid pink or purple' (KB lists purple for setup, but not pink), 'solid black' (non-existent LED state), and claimed 'Any closer, will decrease the overall throughput' (contradicts KB which recommends placing child nodes within 10ft during setup and moving them closer to fix weak signals).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed intent to help and stayed on call, but digressed into extended weather/location chat (04:00–06:00), disrupting focus and call control.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but introduced confusion with inaccurate terms ('pink', 'black', 'closer decreases throughput'); did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 85%
Gave vague wait times ('2–3 minutes') without clear owner or follow-up plan; no callback or ticket created despite unresolved instability.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted—issue was within L1 scope and agent continued troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Expressed empathy: 'I do apologize for the inconvenience' and thanked customer for patience; remained courteous throughout.
X2 Partially Met Tone & rapport conf 80%
Responded to customer’s tone but failed to adjust when confusion arose (e.g., LED color inaccuracies); used repetitive, scripted phrasing.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number due to reading difficulty; agent repeated 5-press instructions multiple times due to initial failure—avoidable friction.
Call Transcript34 turns · 35 lines
Speaker 1
Oh hello. We've got a Gigaclear system and we've never really been able to connect the third node that we were issued with. And we've tried using the Linksys app and doing it without the app and all the rest of it and it just keeps going to flashing red at the end and won't connect. And it never never has been able to it seems. Okay. [silence] of the nodes it's not [silence]
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thanks for calling Linksys. My name is Josh, how may I assist you today?-[inaudible]-I see. Got that one ma'am, and I do apologize for the inconvenience. Don't worry, rest assured that I will do everything I can to connect the child nodes to the network. So before we proceed, before we proceed, may I have the serial number of the main or parent node?
00:00
Speaker 1
Working. Yes, that is, um, the serial number is 50B 10 M28F 0495. Sorry, I haven't got my glasses. 956. What was the eight? Hold on. Yeah. Sorry, B. The load is offline, that won't get worse. And there's zero number to that is 55B 10 M28F 03097. Yeah.
01:00
Speaker 2
add the parent node the one that is were directly to your modem?no worries, ma'am. and thank you so much for the serial number. and what about the and what about the problematic child node. the offline child node, the one that you are trying to connect to the network. yeah. thank you so much for that. and so let's.
01:00
Speaker 1
yeah, yeah, it is is next to the router now, it is, yes, the reset button, yeah, okay that's on
02:00
Speaker 2
Now, try to reconnect or connect this child node to the network, since this is for configuration, for now, kindly move it next to the main or parent, know. uh, that's great. No. And the light on that child node is still showing flashing read. Does that right? All right. So, let's reset the child now. So for reset ma'am, just simply press and hold the reset button and do not release it until you see the solid blue light. Yes, ma'am. So, yeah, press and hold it and you may release the reset button once you see the solid blue light, okay? Uh-huh. You may now release the reset button and then we will wait for the light on the child node to turn to solid pink or purple where that indicates that the node is already ready for
02:00
Speaker 1
Yes. Yes. It's Caroline Cook. C-A-R-O-L-I-N-E and my surname is C-Double-O-K-E. Is um Glebe is that Golf Lima echo Bravo, India, Echo, Sierra at BTinternet.com. It is. Yes. So what what's happened is it's just [silence]
03:00
Speaker 2
So, by the way, ma'am, while waiting for the light on the child mode to turn to solid pink or purple, may I have your first and last name? I'm sorry, how do you spell your first and last name? Thank you so much for that one. And what about your email address? All right. Thank you so much for that one, ma'am. And I assume your internet service provider is GigaClear, correct? All right. Thank you so much for confirming. So, is this
03:00
Speaker 1
Well, when does it happen again? Which is what it keeps doing. I okay where were you based? Is it, are you in London or is it the call transferred? The Philippines, all right yes, yeah, it's it's not so warm today, it's about 24 but it's been casting warmer again the weekend.
04:00
Speaker 2
Mhm. Thank you so much. Your welcome. Oh, no, ma'am. You're, uh, just to set your expectation, your call has been redirected to the city of Philippines. Yes, ma'am. So, uh, I heard on the news that you are currently experiencing a uh, a heatwave. Yeah.
04:00
Speaker 1
Yeah. So, is it, is it your rainy, rainy season yet? All right. Yes. It's still flashing red. Yeah. For one minute. Okay. this time.
06:00
Speaker 2
#[silence] Yeah. So, so going Not yet, ma'am. It's still on the summer. However, I believe it will be in coming next two months. So, all right, on August or yeah, September. So that's our rainy season. [[silence] So, by the way, ma'am, what's the light now on the child node? Is it still Flashing? Flashing red. I see. How about this one? Kindly press and hold the reset button instead for one minute. Yeah. And don't worry, I have a timer here. I'm just gonna let you know once the time is up, okay?
06:00
Speaker 1
Okay. It's flashing blue at the moment.
07:00
Speaker 2
Hello, ma'am. You may now release the reset button. Thank you so much. And can you tell me if the light on the childn d is still flashing red or blue? Flashing blue. Alright, that's great to know. So for now, let's wait for its light to Mind to turn to solid black, and I assume the light on the parent node is still showing solid blue. That's correct. That's great to know. And how many nodes again do you have in total? Three nodes. And all of this is on solid purple? All nodes were provided by GigaClear? Uh-huh. Is it, I'm sorry, solid purple? That's great to know. That means that the child node is now on setup mode. So let us try to add this child node using the five press now.
07:00
Speaker 1
[silence] [ silence ] five times the reset buttons. [ silence ] Yep. [ silence ] On the parent the main though, just [ silence ] one two, three, four, five. [ silence ] That's on blue again. [ silence ] [ silence ] No, I think that I think I might have not should I try it again? But I think I might not have clicked it the first time. [ silence ] That's still a solid [ silence ] [ silence ] solid purple.
09:00
Speaker 2
So on the parent node, or main node, kindly press the reset button five times. Within five seconds, so it's like press release, press release, five times. Yes, ma'am. And again, it should be on the parent or main node. Okay. That's correct. Thank you. All right. Thank you so much for that one. Did the light on the parent node flash? Like, did it flash to solid, why? Uh-oh. I see. Uh, before that, sorry, before that one, uh, what about the child node? Like is it still on solid purple?
09:00
Speaker 1
1 2 3 4 5.
10:00
Speaker 2
Yeah I think yeah can we try again to press the reset button on the main node five times within five seconds all right thank you so much for that [silence] mm-hmm uh-huh yes the flashing red okay that's brilliant that means that the child node is now trying to connect to the network so let's observe again it's light for two to three minutes and hopefully it will turn to solid blue the same as the parents
10:00
Speaker 1
Okay. So out of interest, how many nodes can you have? Oh wow. Yeah. It is quite a big house. It's a very old house. It has really thick walls that are about two foot thick. So it's sometimes quite hard to get it through, which is why we've got the third node. [silence]
11:00
Speaker 2
on process to connect to the network. All right. Uh it depends on your set up man. However you can add a 15 or 14 how ever however it will huh. However again it will still depends on your set up or your needs regarding the signal coverage. So if your house is too big, yeah that's the time that you may need more than five nodes.
11:00
Speaker 1
[silence]
12:00
Speaker 2
Uh-huh. I I see. Mmm. Yeah. I I see. Yeah, if that's the case, you can actually like uh add another nodes if you like. Like, again, uh if you if you're currently experiencing some uh poor signal strength on your sorry, on the nodes or on your devices. Uh rest assured that you can just like contact GigaClear and have them like add another nodes and to your system. Mm. However, you can also purchase uh directly from any third-party stores like Amazon. Uhh. So, if you don't want to uh another nodes from GigaClear. Yes, man. And rest assured that uh the child nodes or the nodes that will be purchased from
12:00
Speaker 1
Okay. Yeah. Oh, it's gone solid blue. No, no, no. It had done and now it's gone red again. Yeah, it's back to blue again. And everything will be okay? Well, I'm going to try and do that then. I'll take you with me. Okay, that's good to know.
13:00
Speaker 2
[silence] for Amazon or any third-party online stores will still be compatible with the one that you have. Yeah. [silence] That's brilliant However, I-- [silence] That's fine We're just assuring you that the light on the child node will turn back to steadily So let's wait for 30 seconds or a minute. That's brilliant, ma'am, and that should do it We're just assuring you that we have successfully reset and reconfigure your child node So you can already unplug the child node and then relocate it back to its designated location. Yes, ma'am. So again-- Yes, ma'am So kindly take your time as well and all you had to do again is unplug and re-plug and there's no need to press the reset button, okay? Thank [silence] you. [silence]
13:00
Speaker 1
umge, begging to do it, huh? Where would you like it? And it's okay to be, it near a TV isn't it? It won't interfere with it. Uh it's flashing blue again now. Is that okay?
14:00
Speaker 2
Thank you so much. [silence] Yes. [silence] Please. [silence] Yes, ma'am. [silence] However, however, the recommended distance between the nodes is more likely 10 to 15 ft. [silence] However, you can go farther with that one, but again uh the farther the node from the other nodes. uh will deteriorate the signal. So that's the reason. [silence] Since the child nodes are configured as wireless. [silence] Yes, ma'am and flashing blue indicates that the node is still booting up and I assume the lights on that node will change back to flashing red, which is normal since the node will try to reconnect to the network. [silence] However, again, uh the nodes are disconnected from the rest of the network. [silence] The recommended connection between the nodes is between 10 to 15 ft. [silence] Any closer, will decrease the overall throughput of the nodes connected to your internet. [silence] After resetting the node, you should know if it is already being connected to the network by the lights flashing on the node, if the node doesn't have any lights indicating that it's syncing with the internet. [silence] A blue flash indicates that the node is still syncing to the Internet. [silence]
14:00
Speaker 1
Yes, just flashing blue at the moment. Okay.
15:00
Speaker 2
the light on the node will automatically change back to solidly since we were successfully able to add that to the network. Yeah, let's wait for two to three minutes. So, while waiting for the light on the shawl node to turn to solid blue, again, I'm going to put the call on hold for one to two minutes, okay? I just need to check my resources or real quick. Thank you so much. [silence]
15:00
Speaker 1
yeah it's flashing red again. Oh now it's going to blue. Oh, right all right. No, it's not. No, it's gone back to reddon again. [silence]
16:00
Speaker 2
Hello ma'am. Thank you for patiently waiting. Flashing red. All right. Let's wait for again one to two minutes. That's great to know. However, uh just to make sure again, let's wait for 30 seconds. And after 30 seconds, if the light on the node will be still showing solid blue, uh that's the time that this child node is already in sync, it will turn
16:00
Speaker 1
Yeah. Some on Blue again, now. Solid Blue. Okay, thank you. Yeah, lovely. That's really good to know. Thank you. No, um, really helpful. Thank you very much. I wish I, I wish I found before.
17:00
Speaker 2
"back to solid blue any moment now." "it's more like a light sequence on the the [silence] where the light sequence on the node ma'am like it will turn to flashing blue then blinking red. [silence] Then turn to solid blue then [silence] then go back to flashing red then solid blue. [silence] It will stop flashing blue. [silence] " All right. [silence] So, yeah, that should be okay. [silence] All right. [silence] So, yeah, that should do it ma'am. [silence] All right. [silence] You must be assured that we have successfully reset and configured this child node. [silence] And it will be popping out like this. " "all devices that are like located near to that node will be able to connect to the system. "[silence] You are most welcome. [silence] How you can like extend the signal coverage, [silence] we're sure that you can just uh add another nodes, okay? "[silence] "Alright. [silence] Alright. " [silence] You are most welcome and is there anything else that I can assist you with today? [silence] You are most welcome. [silence]
17:00
Speaker 1
rather than struggling to try and do it. Thank you. Yeah. thank you for your help and enjoy the rest of your day. Thank you. Thank you. Bye. uh
18:00
Speaker 2
no worries man so don't worry and for future reference if you need further assistance just feel free to give us a call okay you're most welcome thank you again for you as well ma'am again thank you for calling listener you have a great day bye for now
18:00