V2 Rubric Detail — ab871b58-7a0f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 14:25
Duration
12m 7s
Contact
Leslie Kuelz
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136169
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node Disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall45.8% (-10.2)

V2 Grader Summary

The agent achieved a partial resolution by guiding the customer through a reset and re-pairing process that temporarily cleared the solid red LED (evidenced by 'Look at that, you saved it' and solid teal light). However, the agent failed T3 by providing technically inaccurate guidance — using the 5-press pairing method (reserved for Cognitive Mesh) and referencing non-existent LED colors ('teal', 'royal blue') not found in the official KB. While ownership and communication were imperfect, they were not absent, and no escalation was warranted.

V1 Case Analysis

Customer reported solid red LED on a Velop mesh node. Agent did not collect model/serial number, referenced non-existent LED colors (hot pink, teal), and incorrectly guided 5-press reset without model verification. Issue unresolved; customer advised to repeat steps.

Troubleshooting Steps
  • Asked for serial number and ISP (serial not obtained).
  • Instructed to press and hold reset button on child node until LED turns off ([05:00]).
  • Guided through 5-press reset on main node (one press per second) ([07:00]).
  • Advised to wait 3–5 minutes for LED to change ([08:00]).
Key Observations
  • Agent never collected the device model or serial number (critical protocol failure).
  • Referenced non-existent LED colors: 'hot pink' ([06:00]) and 'teal' ([07:00], [10:00]) — contradicts KB (led_intelligent_mesh_consumer.md).
  • Instructed 5-press reset without confirming model compatibility — invalid for Pair-button models (e.g., SPNM60, LN1100) (accuracy failure).
  • Did not verify modem status, WAN cable, or internet connectivity — skipped basic troubleshooting (Path C in KB).
  • No confirmation that the issue was resolved; LED continued cycling abnormally ([10:00]).
Positive Highlights
  • Agent remained patient and allowed time for device boot-up ([05:00]).
  • Provided step-by-step reset instructions, albeit incorrect ([07:00]).
  • Offered to wait for LED changes and gave estimated time frame ([08:00]).
Agent Errors / Gaps
  • Missing model and serial number collection (protocol failure — KB requires model verification before guidance).
  • Provided factually incorrect LED color definitions (accuracy failure — 'hot pink' and 'teal' are not valid Linksys LED states).
  • Suggested 5-press reset without confirming applicable model (accuracy/protocol failure — invalid for Pair-button models).
  • Failed to perform basic WAN troubleshooting (e.g., check modem, power cycle sequence) — skipped standard Path C for red LED.
  • Did not verify resolution or internet connectivity before closing the call (resolution failure).
  • Gave vague, unvalidated instructions without confirming understanding or outcome (communication/efficiency).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed temporary resolution: 'Look at that, you saved it' and solid teal light appeared, but later noted it returned to red and flashing, with no final confirmation of stable connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided reset and re-pair steps but skipped foundational checks like WAN cable, modem power cycle, or ISP status before initiating reset procedures.
R3 Partially Met Correct resolution path conf 80%
Agent pursued reset-and-re-pair path appropriate for OOW mesh node reintegration but did not verify model, warranty, or simpler fixes first; path reasonable but misapplied without validation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid red LED symptom and pursued reset/re-pair sequence but did not ask about WAN link, modem status, or prior changes to narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
In phone-only context with customer constraints, agent used available methods (reset instructions) appropriately; no remote tools used but not required given limitations.
T3 Not Met No misinformation conf 95%
Agent instructed 'press the reset button five times' and referenced 'teal' and 'royal blue' LEDs — 5-press invalid for Intelligent Mesh (WHW/MR) and colors not in official KB per led_intelligent_mesh_consumer.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow and gave sequential steps but lacked clear framing, expectations, or transitions; used repetitive 'just do that step again' showing weak control under ambiguity.
C2 Partially Met Confirmed understanding conf 80%
Agent used non-standard terms like 'teal' and 'royal blue' inconsistently with KB but customer followed along; no explicit comprehension checks, yet interaction progressed — suggesting partial adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed with case and provided resolution path without transferring, showing ownership; however, handed off full responsibility to customer without follow-up mechanism or accountability.
O2 Partially Met Proactive follow-through conf 85%
Agent gave time estimate ('3 to 5 minutes') and next step (wait for solid blue) but did not set callback, verification timeline, or offer further support, leaving outcome uncertain.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and patient but never acknowledged customer frustration ('getting a workout') or expressed empathy; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent continued instructions despite customer’s humorous remarks, maintaining engagement; adapted slightly by repeating timing guidance but missed deeper confusion about LED colors.
X3 Partially Met Overall experience conf 80%
Customer had to unplug/replug device and perform multiple reset attempts, increasing effort; however, agent avoided unnecessary repetition of personal info and kept steps focused.
Call Transcript20 turns · 22 lines
Speaker 1
[silence]
00:00
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. Hi, thank you for calling linkSys. This is Joy. How can I help you today? [silence] Is it solid red or blinking red?
00:00
Speaker 1
is going to test my eyesight Juliet Mike Bravo Delta Echo Foxtrot 1 5, my internet service providers Bell Five. Okay, Bell Five. [silence] It's Leslie and the last name is K U E L V E.
01:00
Speaker 2
May I have the serial number of that latest device, please? And who is your internet service provider? cell five? Bell five, okay. May I have your first and last name, please? It's lastly spelled as l E S L y or l i e? I e. And lastly your email ID.
01:00
Speaker 1
K-U-E-L-Z-Y at yahoo.ca i have three two of them are working one of them is not although ironically to get the serial number i had to unplug it and so far it's not red so maybe just calling you fixed it yes okay i can do that
02:00
Speaker 2
okay.
02:00
Speaker 1
[KEEP_UNCERTAIN] getting a workout just trying to unplug and plug things in. Okay, it's plugged in and it's one foot away from the other one. Okay. So I don't know how old, I guess they're only four or five years old. Five years old? Would you have? You wouldn't know. [silence]
03:00
Speaker 2
okay so let's just wait for it to boot up let me know if it will turn
03:00
Speaker 1
[silence] Um, what's the life expectancy of these? [silence] Okay. [silence] Okay. So we're getting close to needing new ones. [silence] Where do I buy them? [silence] Okay. And do they all still have, um, it's up now and it's got the red light, it's a solid red light. [silence]
04:00
Speaker 2
[silence]
04:00
Speaker 1
Okay. Yeah. Okay. So it's off and so now we're waiting. Do all of the link systems have the RJ45 connection at the bottom just if I buy it online or is it clearly identified as having it? Brilliant. So we're at a solid blue light but not. Oh, it's sort of pulsing.
05:00
Speaker 2
and set it up again or add it to the system. So, just press and hold the reset button of the child node. Press and hold until the light will turn off, and then you release. Yes, all of them as the RJ45 connection. That's all right, Ma'am. I didn't hear anything though. Let me know if the note will turn solid red again or hot pink. Okay. mm-hmm.
05:00
Speaker 1
It's solid red. Five times? Sorry, once every three seconds? So push it five times? Okay. Done. It's flashing red, now yellow. So the parent node is now teal. We'll say a greeny blue, and the child is still solid red. Oh, flashing red. It has a heartbeat.
07:00
Speaker 2
All right, and then on your main node, kindly press the reset button of the main node singly, five times, singly, one press every second. Yes, on the main node only. One per second. Yeah, one press every second. Okay, then observe the light of the child node, if it will start to respond or not. Okay. Good. So, it's now, good. So, it's now not? Yeah,
07:00
Speaker 1
I feel like IT professionals, I'm one too. So we sit around and wait for things to do things.
08:00
Speaker 2
Is too. And now trying to connect the domain. So it will take 3 to 5 minutes. So let me know if it will turn solid teal or blue. Yes, exactly.
08:00
Speaker 1
[silence] And it is solid teal. Look at that, you saved it. Okay. Okay, it's back to red now. It's flashing. Oh, it's the royal blue flashing. teal. So it might do that a few more times. Okay, so I'm okay to unplug it now.
10:00
Speaker 2
okay, that's good huh huh huh. Yeah, and and and and and and and and and and and that's how you add it. Um if it will happen next time. Just just just just do that step again. Um just give it another minute and It might turn back to red but it will turn to blue and Okay, just just just just just just just wait for it to turn Blue, Mm-hmm. okay, so once it turned Solid teal again you can unplug that one and relocate it back to its original spot and Yes ma'am, if it's so if
10:00
Speaker 1
And now I have to do my exercise at the other spot. So it's the Royal Blue. Okay. Okay. So, yeah, like I'm pretty sure we're okay, and if it's not okay, I just repeat that process. Okay. Thank you very much. I will let you go. And I hope you have a fabulous time.
11:00
Speaker 2
Yeah, okay. Same waiting time. 3 to 5 minutes. Yes, because repeat that process. [silence] Okay, you do, ma'am. Have a good day.
11:00