V2 Rubric Detail — ad9a6b7c-7c6f-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-10 14:57
Duration
8m 13s
Contact
Peter Street
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136694
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall70.3% (-9.7)

V2 Grader Summary

The agent achieved a functional connection but used technically inaccurate instructions: incorrectly framing 5-press as a reset and providing an incorrect LED sequence (blue→red→blue) that contradicts KB guidance (solid purple→blinking white→solid blue). While the customer’s issue was resolved and the agent demonstrated strong ownership and communication, the technical inaccuracies prevent a 'Successful Resolution' classification.

V1 Case Analysis

Customer unable to add child node; performed factory reset of child, used 5-press pairing on parent; node successfully paired (solid blue).

Troubleshooting Steps
  • Factory reset of child node (hold reset button until LED off).
  • 5-press pairing method on parent node (press reset button five times quickly).
  • Monitored LED status until child node showed solid blue.
Key Observations
  • Agent correctly applied the 5-press pairing method (per universal_5press_models.md).
  • Factory reset procedure for child node was accurate (per universal_factory_reset.md).
  • LED interpretations included minor inaccuracies (e.g., 'pink' and 'green' states not standard for Velop).
  • Unnecessary collection of serial number and email for a basic pairing issue.
  • Customer confirmed resolution with solid blue LED at [07:00].
Positive Highlights
  • Correctly instructed factory reset of child node (per universal_factory_reset.md).
  • Correctly applied the 5-press pairing method on the parent node (per velop_child_node_setup.md and universal_5press_models.md).
  • Confirmed successful pairing when child node reached solid blue — the correct indicator for online status (per led_intelligent_mesh_consumer.md).
  • Maintained clear, step-by-step guidance and a supportive tone.
Agent Errors / Gaps
  • Incorrect LED interpretation: referred to 'solid purple or pink' at [02:00] — Velop consumer models use solid purple for setup, not pink (per led_intelligent_mesh_consumer.md).
  • Incorrect LED interpretation: stated 'green or blue' means online at [06:00] — Velop consumer nodes do not have a solid green LED for normal operation; solid blue is correct (per led_intelligent_mesh_consumer.md).
  • Collected serial number and email unnecessarily during a basic setup issue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms solid blue node and agent confirms connection success; issue resolved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided through reset and 5-press but skipped verifying firmware compatibility or model family before proceeding; key diagnostic step missed.
R3 Partially Met Correct resolution path conf 90%
Agent applied 5-press method without confirming model type (e.g., SPNM vs. Intelligent Mesh); path assumed compatibility without verification.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (flashing red child node) and used LED status, but did not ask about model number or firmware — critical for determining correct pairing method.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent relied solely on verbal instructions without accessing admin interface (e.g., myrouter.local) to verify node status or topology, which would have provided objective confirmation.
T3 Not Met No misinformation conf 95%
Agent instructed to 'reset' the parent node via 5-press; KB states 5-press is for pairing/discovery, not resetting. Agent also described LED sequence (blue -> red -> blue) that contradicts KB (solid purple -> blinking white -> solid blue).
Communication
C1 Met Clear & professional language conf 95%
Agent opened call, set expectations, guided step-by-step, maintained control, and managed transitions effectively.
C2 Met Confirmed understanding conf 94%
Used plain language, confirmed understanding, adapted to customer’s pace, and avoided unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through to successful connection.
O2 Met Proactive follow-through conf 95%
Provided clear next steps (relocate node after solid blue) and realistic timing (within 3 minutes).
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on issue resolution path.
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 90%
Agent remained polite but did not explicitly acknowledge the customer’s week-long frustration or emotional effort.
X2 Met Tone & rapport conf 94%
Agent matched customer’s tone, paced instructions appropriately, and maintained engagement throughout.
X3 Partially Met Overall experience conf 89%
Agent avoided repetition but required customer to perform multiple physical steps (reset child, reset parent 5x) without exploring simpler diagnostics first (e.g., checking model/firmware via label).
Call Transcript16 turns · 16 lines
Speaker 1
way and I've been trying for the whole week to get this installed but it just will not find the child that it's like, um, you know, it goes, would you like to continue? The blue light comes on. It's on permanently. I say yes, go, and it comes back straightaway flashing red on the new, on the child node saying that it can't find it and and I've put them right next to each other so they are right by each other. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To insure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys Support. This is me. How can I help you? OK. Well, you did already your
00:00
Speaker 1
Okay. That's correct. It is there already. It is flashing red now. Okay. I'm doing that now. Okay. It's gone off. Hello.
01:00
Speaker 2
can walk you through now on how you can add child node without using the linksys app. First, kindly place it near to the main node within five feet. Okay. And what's the light status on top? Is it flashing? Okay. You need to press and hold the reset button underneath. Just keep holding it until the light goes off on top. Let it go after. [silence] Okay.
01:00
Speaker 1
No. Yeah. Okay, thing, Serial number of the main node. So it's, it's come on as a blue one. Uh, let me get a serial number for you. Where do I get that from? Underneath, yeah? Ah, there we go. Uh, under the serial number of the main node is 30 S, for Sierra, 20 M, for mother, 3 8 B, for Bravo, 0 0 4 8 3. Um, pizza.street@gmail.com. my emails also
02:00
Speaker 2
let go now. [silence] and we'll just wait until this color will change into solid purple or pink. [silence] while waiting, can I have the serial number of the main node? [silence] it's on the sticker underneath. [silence] okay, thank you. [silence] and what's your active email address for me to register this product?
02:00
Speaker 1
Registered, because, not not mine, but there's another email also registered. Craig underscore Robinson at gmx.com. Yes, at gmx, Golf, Golf, Mike, X-ray. Correct, yeah. Correct, yes. Correct. Street, S T R R S T R D is community fiber. It's purple now. Yeah.
03:00
Speaker 2
It's okay. So, for this one that you just gave, it's Peter, right? Peter underscore street. Am I right with that? At Jim. Uh huh. Dot com. And uh after Peter. Dot. Is it street like S-T-R-E-E-T? Okay. So, I guess your first name is Peter. Am I right? What's your last name? And who's your internet service provider? Okay. Thank you. This child node now. Is it still flashing? Good. Go to the main node, the one that is working fine. You need to reset that one too, but do it five times. Press with [silence]
03:00
Speaker 1
Okay. One, two, three, four, five. Okay, so that one's, it's like an orgy yellow life now. What, sorry what was that? What did it do? So the the child node nearby is blinking purple. Okay. Uh, just the two, just the one, the main node is orange.
04:00
Speaker 2
Release, press release, press release, five times. Okay. [silence] Linksys. It's looking for a nearby Linksys to connect. It will lit up again solid blue and the child node nearby will blink blue. Good. It will blink red after, which will take three minutes max for it to lit up solid blue. How many links says device do you have there in total now? [silence]
04:00
Speaker 1
Okay, I'm keeping an eye on that now, just, you know, on the main node, that's like a green now, is that right? Perfect. Okay, so the other one's flashing red now, like you said. And then.
06:00
Speaker 2
So, anytime that node will lit up, solid blue. Green or blue, that means it's raking online. We'll wait for one minute more and the light indicator should turn to solid blue. If not, then we need to restart the main node.
06:00
Speaker 1
Yay. [silence] It's gone [silence] solid blue. [silence] um [silence] it's now going red. [silence] And now [silence] blue. Yes. That's amazing. Thank you so much for your help. [silence]
07:00
Speaker 2
Ten, nine, eight, seven, six, five, four, three, two, one. Okay, it will light up red real quick and it will be lit up solid blue after. Is it now solid blue? Yeah. Okay. All right, Peter, that means it's already connected now. All you need to do is to relocate that node to the area where you want the Wi-Fi to be extended. No need to do anything, just power it on and within three minutes still, the LED light will change to solid blue. It will connect.
07:00
Speaker 1
I've struggled all week with this. So thank you so-so-so-so much. Have a have a great rest of your day. Yeah. Thank you. Bye-bye.
08:00
Speaker 2
you're always so calm Peter, it's no pleasure to help you. likewise. bye bye for now.
08:00