V2 Rubric Detail — ab686422-74b7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:12
Duration
8m 23s
Contact
Framcois Pouliot
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.44/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall73.1% (+15.1)

V2 Grader Summary

The agent correctly guided the customer to solid blue LED using the 5-press method and provided email instructions for mesh reintegration, but T3 is Not Met due to material inaccuracies about LED behavior (denying purple state) and app functionality. While the customer made progress, full resolution was not confirmed, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer reset master node; agent instructed 5-press setup method, clarified need to re-add child nodes, and sent email with instructions. Customer reports solid blue light on master node.

Troubleshooting Steps
  • Explained difference between full factory reset and 5-press setup method.
  • Guided customer through 5-press reset (five quick presses of the reset button).
  • Informed customer that child nodes must be re-added after master node reset.
  • Sent email with step-by-step instructions for re-adding child nodes.
Key Observations
  • Agent did not collect product model or serial number, a protocol gap for mesh troubleshooting.
  • Agent inaccurately described LED behavior: stated the node would turn solid red during setup ([03:00]), but per KB (led_intelligent_mesh_consumer.md), Intelligent Mesh nodes show solid purple when ready for setup — red indicates no internet.
  • Agent incorrectly advised not to use the Linksys app, claiming 'we don't have cloud access anymore' ([07:00]). This is misleading; the app can still be used locally even if cloud sync is lost.
  • Paid support ($15) was offered before confirming resolution or warranty status, a protocol gap.
  • The 5-press method was correctly explained and applied, matching KB guidance for Intelligent Mesh devices (universal_5press_models.md).
  • Agent clarified that child nodes must be re-added after resetting the master node, which is accurate.
Positive Highlights
  • Correctly identified and applied the 5-press setup method for the mesh node.
  • Provided clear, step-by-step verbal instructions for the reset vs. 5-press distinction.
  • Offered to email detailed instructions, ensuring the customer had a reference.
  • Clarified that child nodes must be re-added after resetting the master node, which is accurate.
  • Successfully guided the customer to a solid blue light state, indicating recovery.
Agent Errors / Gaps
  • Missing collection of product model and serial number.
  • No warranty status check or eligibility verification before offering paid support.
  • Inaccurate LED description: claimed solid red would appear during setup instead of solid purple.
  • Misleading statement about Linksys app usability due to lack of cloud access.
  • Premature promotion of paid support without confirming customer need.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed solid blue LED and said 'I think I will figure it out' — progress made but no explicit confirmation of full functionality or mesh reintegration.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through 5-press setup, distinguished it from factory reset, and explained LED progression (flashing blue → purple → solid blue), advancing troubleshooting meaningfully.
R3 Partially Met Correct resolution path conf 85%
Agent recommended 5-press method valid for Intelligent Mesh but did not verify model type — risk if device is Cognitive Mesh (e.g., MX6200) where 5-press is invalid; offered paid support after free path provided.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (incorrect reset, flashing lights), asked about LED behavior, and logically deduced need for proper 5-press setup — clear diagnostic thread.
T2 Met Appropriate tools / resources used conf 95%
Agent used email to deliver KB article with structured instructions — appropriate resource use; no tools needed beyond documented procedures.
T3 Not Met No misinformation conf 95%
Agent stated 'If it's not solid blue, it will just turn to solid red, not anymore purple' — materially incorrect as purple is valid 'Ready for setup' state per KB; also claimed app 'no longer' functional for account access, unsupported by KB.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, structured interaction with clear steps, managed transitions, and closed professionally despite customer ambiguity.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language but struggled with color description ('light pink or peach'), creating confusion; did not consistently confirm understanding after key distinctions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, did not transfer, committed to sending instructions, and offered follow-up options.
O2 Met Proactive follow-through conf 95%
Agent confirmed email address, promised specific instructions including child node re-addition, and set clear expectations about next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent provided a resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and closed warmly but did not acknowledge customer frustration from failed reset or repeated attempts.
X2 Partially Met Tone & rapport conf 80%
Agent repeated instructions and adjusted phrasing on LED colors but did not slow pace or simplify further when customer expressed uncertainty about light appearance.
X3 Met Overall experience conf 85%
Agent reduced effort by sending detailed email instructions covering child nodes and setup, avoiding future repetition; guided customer efficiently through correct procedure after initial misstep.
Call Transcript16 turns · 16 lines
Speaker 1
[ silence ]
01:00
Speaker 2
Okay, so that means your node was reset you need to set it up, you can just press the reset button there at the back five times.
01:00
Speaker 1
What I did, I did instead of put it in on off like I usually do, it wonders a problem I pressed the reset bottom and then I was never being able to reconnect after that. Okay, so reset for how long? Hm? Hm? So I press what 10 second? Okay. So now I have a blue, blue light flashing, but it's going to flash for a while and then it's going to turn uh light uh purple.
02:00
Speaker 2
Indeed, because if you press the reset button there, your linkages will be backed to default settings. The password, uh, it will no longer work given that the router is backed to the default settings. You can try to do five press reset instead, not changing the node, since you are not resetting the node now, you are setting it up. So the easiest way you can set it up is the five press method. It's done by pressing the reset button for a second and intervals.
02:00
Speaker 1
Is it black? pink? I don't know. Yeah, yeah, it's blinking there but yeah. Yeah. Okay. Now it's blinking blue. That's good because it's looking. Yeah. Yeah. Oh, okay. Yeah. Yeah. How much?
03:00
Speaker 2
If it's not solid blue, it will just turn to solid red, not anymore purple, because what you did is to set up that will take three minutes max. That will take three minutes max. It's on set up mode now. So, actually, it's told now, friends. Supposedly, I mean, supposedly, there should be a charge for this, but I did not charge you for anything, okay? So just in case it will turn to red. Still, I'll send article instead via email that contains troubleshooting instruction which you can follow. If you want me to further assist you, we have the paid support option, which it will cost you $15 for one time troubleshooting. The email that's for free. [silence]
03:00
Speaker 1
How much will it cost me? Oh, 150. Um, 15. 15, 15, and US dollar I guess. Okay. Okay, now, now it's light, uh, purple. Light purple. No, it's light purple or pink, I think. It's light purple or pink, yeah. But, and solid, but blinking. It doesn't blink anymore. And, and if, you mean if I press the reset button? Uh, yeah.
04:00
Speaker 2
one, five, one, five. No, just one five, fifteen. $15, yeah. Per one- time troubleshoot. Light purple or light blue? light purplish-blue. Did you press it earlier five times? Quick five-press. Again, that's the setup method. Easiest way to set up the node by pressing it five times within five seconds.
04:00
Speaker 1
Oh, the reset. The reset. Okay, five times. One, two, three, four, five. Okay. Okay, now it's flashing light blue, or I mean light pink or peach, I don't know. Yeah, I know it's light pink. Yeah, no, before I pressed it one for five seconds. Now I did the five times in five seconds. So it's a different thing. So what does it do now? It's in... Ah, okay. I will remember that.
05:00
Speaker 2
the reset button, own... Yes... Underneath... Yes... Okay... Yeah, it's... Yeah, this is what... You need to remember, if you press and hold the reset button, more than 10 seconds, you're resetting the node. If you press it five times, one second interval, you're setting up the node. That's their difference.
05:00
Speaker 1
And what do what what happened with the other node, the child? I have to Yeah, because I have I have three nodes, I have the master one which we just restarted and um, once this one is it'll be going, do I have to do something with the the two other one or they will reconnect back? Yeah Yeah Okay. Okay. Yeah, that's still good. Yeah, that's good. Okay Now now I think it's blue
06:00
Speaker 2
the child node, uh-huh. Yeah, you have to add it all. because you reset the main node, that means all its extender got disconnected, you have to add it all back. I'll include that one in the email I will send to you. is this still your active email? It's m. polud at whamingford.com. is this still the right. Okay. I'll send you the instructions by email then. just in case it will not work, then you might consider availing our paid connect option. $15. [silence]
06:00
Speaker 1
It's uh, yeah, it's solid blue. So that should be good. Yeah. On the, on the, um, on the app. Is that correct? Yeah. I go on the Lin throat app and it will... . No.
07:00
Speaker 2
You just need to find its network name that is that the name indicated on the sticker underneath valve setup. Next instruction. Not the app don't use the app anymore. The app is no longer. Yeah, don't use the receiving as you can log into the app locally using a router password, but for account it will no longer work from. It's because we don't have cloud access anymore to the router. I mean, it's no longer connected to the cloud. So, yes, just use the password that is on the sticker underneath. All right, so
07:00
Speaker 1
All right, I think I will figure it out. Super. All right. Thank you. Bye bye. Bye bye.
08:00
Speaker 2
Okay. Yeah, I already sent you the email as well. There is an instruction there how you can add expanders. All right? Uhm. Okay, then. You're welcome. Bye for now, fam. Take care. Bye. Bye.
08:00