V2 Rubric Detail — ac65ff04-76e9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 14:15
Duration
9m 1s
Contact
Mario Spencer
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135774
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't add 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall60.1% (+4.1)

V2 Grader Summary

The issue was resolved as the child node connected and turned solid blue. However, the agent provided materially incorrect technical information by stating the default password is 'admin', contrary to KB documentation. Communication suffered from disengagement, repetition, and lack of empathy, though ownership and resolution were maintained. No auto-zero is justified as no critical failure occurred.

V1 Case Analysis

Customer unable to add second Velop node to Linksys account after factory reset; advised to log into app using router password and wait for node to pair.

Troubleshooting Steps
  • Confirmed main node LED status (solid blue).
  • Assumed a 5‑press reset was performed and advised waiting 3‑5 minutes for child node to pair.
  • Instructed to log into the Linksys app using the router password instead of the account email.
Key Observations
  • Agent never asked for or recorded the Velop model number, a critical omission for accurate support.
  • Default admin password was stated as 'admin' [05:00], which is incorrect per KB: most Linksys routers (including Velop) use a unique password printed on the label.
  • Agent described the 5‑press action as a reset that causes blinking [04:00], but per KB (universal_5press_models.md), the 5‑press method is not a factory reset and does not erase settings — it triggers a diagnostic mode on supported models.
  • Agent incorrectly implied the 5‑press method is a standard reset procedure, when it is actually an escalation tool for engineering, not a customer-facing pairing method for most users.
  • No verification that the node was actually added to the account or that the app login worked; call ended without confirmation [08:00].
  • Customer provided email twice due to confusion [05:00, 06:00], and agent repeated an incorrect version (m4maryspencer), indicating poor listening or note-taking.
Positive Highlights
  • Agent greeted the customer politely and asked for the serial number early in the call [01:00].
  • Agent confirmed the main node's LED status (solid blue), which is a valid first step in troubleshooting [02:00].
  • Agent captured the customer's correct email address (mspencer9@hotmail.com) despite initial confusion [05:00–06:00].
  • Agent offered a concrete action path (use router password to log into app), even if technically flawed.
Agent Errors / Gaps
  • Missing product model number and warranty status collection (protocol breach).
  • Provided factually incorrect default admin password ('admin') — contradicts KB guidance across all relevant documents.
  • Mischaracterized the 5‑press method as a reset that causes blinking — contradicts KB (universal_5press_models.md), which states it is not a factory reset and does not erase settings.
  • Failed to verify the outcome of the suggested workaround (app login or node visibility).
  • Did not clarify or confirm the correct customer email address after transcription errors.
  • Did not follow correct troubleshooting flow: no confirmation of child node LED state, no guidance on proper pairing method (Pair button or web UI), no use of myrouter.local or 192.168.1.1 for local access.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'You got it to work. It's blue.' Indicates the child node successfully connected and is now online.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked about LED status and referenced 5-press, but did not verify power cycle, pairing method, or confirm if child node was reset first. Troubleshooting was incomplete before instructing to wait.
R3 Met Correct resolution path conf 94%
Agent pursued correct path—troubleshooting configuration and app access—without prematurely escalating or citing warranty status, appropriate for post-reset mesh issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (child node red, app login issue) and asked about LED, but did not determine root cause (e.g., unpaired node, firmware mismatch, or need for factory reset) or ask diagnostic questions about setup steps.
T2 Met Appropriate tools / resources used conf 92%
Issue was resolvable via verbal guidance (LED interpretation, app login path); no remote tools or logs needed. Appropriate tool use for scenario.
T3 Not Met No misinformation conf 98%
Agent stated the default router password is 'admin'. Per universal_web_browser_setup.md, default admin passwords for Velop/Mesh series are either unique passwords printed on the product label or the default WiFi password on the label. 'admin' is not listed as a default for these models, making this a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but lost control during long silences, mumbling, and repetitive email requests. No clear call framing or transitions.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms but failed to confirm understanding, repeated email request despite prior provision, and did not adapt to customer’s confusion or pacing.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed until resolution was confirmed by customer.
O2 Partially Met Proactive follow-through conf 86%
Agent advised to 'wait 3–5 minutes' and use router password, but did not specify follow-up steps if failed, nor confirm whether app re-login would resolve visibility.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within L1 scope and resolved.
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 93%
No acknowledgment of customer’s frustration ('hard time'), repeated issues, or empathy expressed. Entirely procedural tone.
X2 Not Met Tone & rapport conf 91%
Agent’s tone remained flat, with multiple unexplained silences and mumbling, failing to maintain engagement or adjust to customer’s emotional state.
X3 Partially Met Overall experience conf 84%
Agent avoided unnecessary reset but asked for email twice despite prior provision and introduced app login complexity without confirming necessity, increasing customer effort.
Call Transcript14 turns · 16 lines
Speaker 1
Hello. I'm having a hard time getting my link this velop mesh system to connect to my account.
00:00
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 Serial Number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. 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. I'm sorry for the pause. Thank you for calling linksys. This is Joy. How can I help you today? All right. May have this serial number and get linked with device. Please.
00:00
Speaker 1
C-61816705 T-Mobile. I was having a hard time with my service yesterday, so I did a factory reset. I have two Linksys mesh routers. I was able to get one of them to reconnect to my old Wi-Fi user name, and it is currently working. However, I can't get the second one to I can't get the second one to work, and when I log on to my Linksys account, I can't even see that the first one is there, even though the Wi-Fi name is it's working.
02:00
Speaker 2
Okay, let me check. And who's your internet service provider? Uh huh. Okay, so the main node is solid blue, right?
02:00
Speaker 1
The main node... is solid blue. Yes. OK. right next to it. Red, solid red[correcting himself] of the main node five times.
03:00
Speaker 2
Okay. Okay. And hit yes. Now, what's the light of the main node? the main node.
03:00
Speaker 1
Solid blue. Yeah, it is blinking, actually. It blinked once. It blinked one time. The second node is flashing red. Oh, so the app doesn't work anymore? [silence]
04:00
Speaker 2
It did not blink after you did the five press on the reset button. [silence] [silence] OK. [silence] How about the second node did it respond? [silence] OK. Good. [silence] That means it's trying to connect with the main node, so just wait for about three to five minutes in order for it to connect. And also on the LINKSYS app, the account is no longer working. [silence] But you can still log in on the LINKSYS app using the router password, the other option. [silence] The app is still working.
04:00
Speaker 1
Oh, on the bottom of the develop machine. Okay. From my T mobile machine or from the develop machine? Okay. Okay, so I should just give this a little bit. Yeah, it is mspencer9 at hotmail.com. Yes, m for mailing.
05:00
Speaker 2
But the account, you can no longer use it to log in. So, the only way for you to log into the app is using the router password option. The router passwords, the default of that is admin. But if that won't work, just reset and make your own router password. Develope machine. May I have your email address, please? Yeah. I just have to wait for a little bit. M4maryspencer@hotmail.com
05:00
Speaker 1
mario spencer 9 at hotmail.com. Mario Spencer. Got it. Log in. Log back in with router. router. Look under one of your nodes for your log a little Logs SILs and logs.
06:00
Speaker 2
And what's your first and last name? OK, thank you. All right. So for the Linksys app, just sign out and then it will bring you to a page where you can manage your network. Then log in. Then it will give you two options: using email and password and the router password. So just choose the router password option. [ silence ] [ slowly and slightly mumbling ] [ silence ] [ silence ] [ mumbling ]
06:00
Speaker 1
the recovery key on the main node [silence] You got it to work. [silence] You got it to work. It's blue. [silence] Okay. Thank you. [silence] Thank you. Bye. [silence] Okay. Bye.
07:00
Speaker 2
What's the light of the child node right now? Okay. Good. So that means it's now connected. So just log in using the router password on the app for you to manage it. All right? You're welcome, sir. Thank you for calling Linksys. You have a good one. Bye. You can end the call now, sir. Thank you. [silence]
08:00