V2 Rubric Detail — abe03568-7fbd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 19:53
Duration
8m 43s
Contact
438-832-2177
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137133
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 re-configuration

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall34.9% (-5.1)

V2 Grader Summary

The agent attempted to add a second mesh node using the 5-press method but failed to verify model compatibility and provided factually incorrect information about a 'solid green' LED state, which is not supported by Linksys KBs. The issue remained unresolved with the node stuck in purple/red, and the agent lacked empathy and effective communication despite customer confusion. No critical failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer unable to add second Velop node; remains solid purple. Agent used 5-press method without model verification. No successful pairing achieved.

Troubleshooting Steps
  • Requested serial number of the second node
  • Instructed 5-press reset on the primary node to trigger pairing
  • Advised to place the second node within 2–3 ft of the primary node and wait several minutes
Key Observations
  • Agent never confirmed the product model, which is critical for determining the correct pairing method (5-press vs. Pair button)
  • 5-press method was incorrectly applied without verifying the child node was in solid blue state (required for 5-press pairing); the node was solid purple, indicating setup-ready state for Intelligent Mesh nodes
  • No alternative troubleshooting steps were offered after repeated failure (e.g., factory reset, web interface, or mesh rebuild)
  • Agent failed to recognize that solid purple on a WHW/Intelligent Mesh node means it is ready for setup and should be added via web interface or app, not 5-press
  • No empathy or acknowledgment of customer frustration was expressed
Positive Highlights
  • Requested the serial number of the second node, showing an attempt to gather device information
  • Correctly instructed the customer to place the second node close to the primary node during pairing setup
  • Attempted to wait for the node to connect before suggesting further action, avoiding premature escalation
Agent Errors / Gaps
  • Did not collect or confirm the product model number before providing pairing instructions, violating protocol
  • Incorrectly applied the 5-press method without verifying the child node was in solid blue (required state); the node was solid purple, which is incompatible with 5-press pairing
  • Failed to recognize that solid purple indicates a WHW/Intelligent Mesh node in setup-ready state, which should be added via web interface (Network → Add Node), not 5-press
  • Did not offer alternative pairing methods (e.g., web interface) or escalate after repeated failure
  • Provided repetitive instructions without adapting the troubleshooting path based on outcome

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The second node remained solid purple/red and never achieved a working connection; the customer was left without resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent instructed the 5-press method and suggested placement adjustment, but omitted model verification, WAN/internet status check, and firmware checks on the parent node.
R3 Not Met Correct resolution path conf 90%
Agent applied the 5-press pairing method without confirming model compatibility (e.g., could be SPNM or LN1100 v1 which do not support this method), risking misapplication.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified LED states (purple/solid on second node, green on main) and initiated pairing, but failed to ask about router model, firmware version, or parent node internet/WAN status.
T2 Partially Met Appropriate tools / resources used conf 88%
The 5-press method is a valid tool, but the agent should have first verified model compatibility via serial number lookup in the KB before proceeding.
T3 Not Met No misinformation conf 97%
Agent referenced a 'solid green' LED as a target state for the second node, which is not a standard color for any Linksys mesh node per KB (only solid blue/white/purple/red are valid).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent guided the interaction with steps but did not set clear expectations, explain the process fully, or provide closure; the call lacked structure and summary.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but failed to confirm customer understanding after key steps; customer expressed confusion about LED states (repeating 'purple', 'red', 'not blinking') with no adjustment.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent remained on the call, did not transfer, and continued troubleshooting attempts throughout the interaction.
O2 Partially Met Proactive follow-through conf 87%
Provided next-step instructions (wait and retry 5-press, move node closer) but gave no realistic timeline or follow-up plan if the issue persisted.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first interaction with no prior case history; no handoff or continuity issues applicable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and the issue had not yet reached a point requiring escalation (e.g., no management request, hardware fault confirmation, or legal-risk signal).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent expressed no empathy or acknowledgment of the customer's frustration/confusion; interaction remained purely transactional despite clear customer difficulty with the process.
X2 Not Met Tone & rapport conf 95%
Agent failed to adapt communication when customer showed confusion (repeating LED states); no checks for comprehension or adjustments to tone/pace were made.
X3 Not Met Overall experience conf 94%
Customer had to repeat the serial number, and agent introduced confusion with a non-standard 'green' LED reference, increasing effort rather than reducing friction.
Call Transcript18 turns · 18 lines
Speaker 1
Uh, hello. I guess, take a number. I can't, I can't hear you very well. Yes. Yeah, so basically, they told me to call back when I have the linksys, um, power cable. I got one, so now I'm trying to configure a second linksys.
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. Hi, thank you for calling Linksys. This is Joy. How can I help you today? Let me check. Um this is Chevy Aziz. Okay. So how can I help you today, sir?
00:00
Speaker 1
Yes, yes. Well, basically like, if I explain to you, uh, I have two linkages. I have one that I connected to my modem and then I have a second one that I want to bring upstairs. So, uh, I'm trying to configure the second one. Uh, it's fairly blue, blue people. Can you repeat that?
01:00
Speaker 2
Any OK, as a child node, or as a secondary node. OK. You're right. You're right. So what's what's the light of your main node, is it solid blue or teal? OK. So kindly plug in that second node right next to it, or at least 2 to 3 ft apart from it. Plug in the second node, right next to the first node, or at least 2 to 3 ft apart from it.
01:00
Speaker 1
Hello? [silence] right so the serial number uh the model you you want the model and the serial number or just the serial number? [silence] right so we 25s 11m 3 6a 22181 Uh-huh,
02:00
Speaker 2
can you please give me the serial number the second note just the serial number okay thank you [ silence ]
02:00
Speaker 1
It's purple. Blue, purple. Yes. eyes. Are right. or on the main one. Because the main one is currently green.
03:00
Speaker 2
All right. So, once you plug that in, let me know what would be the light of the second node? Solid. All right. So for you to add it on the system, you go to your main node or your first node and press the reset button five times. One press every second. Yeah, on the main node only. Yeah, on the main one only. Yes. So you press the reset button.
03:00
Speaker 1
All right. So everything's integrated. It turned orange and it's blinking. All right, Let me check. The second one is not blinking.
04:00
Speaker 2
Son Fit five times of the on the main went. it and then if the second node was part to blink that means it trying to connect with the main
04:00
Speaker 1
The first one is still blinking. The second one is not blinking. The main one, right? The main one turned green again. because the second one is not blinking. [silence]
05:00
Speaker 2
How about the first node? Is it still blinking or it went back to blue? Okay. Okay, good. So if it's blinking, that means it's trying to connect. Let's just wait 3 to 5 minutes for it to connect completely. The second. Okay, good. So let's just wait for the second note to 10, green also.
05:00
Speaker 1
The second one is still purple it is normal? No the second one is solid it's solid purple The other one where are the the green again? On the on the main one. All right. that's a burger
06:00
Speaker 2
It blinking or solid? Okay, so we'll do the and again, make sure the not too slow. five press again on the main node. Make sure to press it not too slow and not too fast. Yes, on the main one only. The one that's solid. Green.
06:00
Speaker 1
Oh. Oh. So it turned like red and now it channel channel channel channel channel channel channel channel channel channel channel channel channel channel channel channel
07:00
Speaker 2
About the second node, how far is it from the main node? Kindly bring the second node right next to it or at least two to three feet apart from the main node.
07:00
Speaker 1
Is to, like, have the Wi-Fi upstairs, not downstairs. All right.
08:00
Speaker 2
Yes, we will return it back there once it connected. So, for now, you bring it right next to the main node and then, after the setup, once connected, we will unplug it and bring it back there.
08:00