V2 Rubric Detail — af33c746-7be1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:01
Duration
31m 52s
Contact
Jennifer Baumgertan
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136614
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child Node Got Disconnected from the Network

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication5.00/5
Ownership4.29/5
Escalation5.00/5
Customer Exp5.00/5
Overall79.1% (+17.1)

V2 Grader Summary

The agent executed appropriate troubleshooting (resets, 5-press method, signal checks) and maintained strong communication and ownership, but failed to confirm the node was fully restored before ending the call. A minor technical inaccuracy regarding LED color (solid blue vs. purple) was present, but this did not rise to the level of a critical failure. The interaction represents partial resolution with clear next steps provided.

V1 Case Analysis

Customer reported a Velop child node (solid red) not rejoining mesh despite proximity to parent. Agent guided through 5-press on parent, factory reset of child node, and full power-cycle of all nodes. Ticket ID LL-TTS 00136614 provided. Customer to perform steps after call.

Troubleshooting Steps
  • Verified warranty status and captured serial number
  • Guided through 5-press pairing method on the parent node
  • Instructed factory reset of the child node (hold reset until solid blue)
  • Advised a full power-cycle of all nodes in sequence
Key Observations
  • Agent correctly used the 5-press method, which is appropriate for Velop WHW/MX models per KB guidance (universal_5press_models.md).
  • Agent correctly instructed factory reset of the child node (hold until solid blue), aligning with universal_factory_reset.md.
  • Agent advised a full power-cycle of all nodes in order, which is a valid recovery step for mesh instability.
  • Customer struggled to read the serial number; agent did not request a clearer read or alternative identification.
  • Long periods of silence and repeated instructions made the call inefficient.
  • Agent referenced the 'Linksys app' multiple times, but KB guidance explicitly avoids app references and uses web UI (http://myrouter.local). This is a protocol deviation, though not a technical error.
Positive Highlights
  • Expressed empathy and apologized for the issue.
  • Provided the correct 5-press pairing procedure for Velop nodes.
  • Correctly instructed the factory reset procedure for the child node (hold until solid blue).
  • Advised a full power-cycle in the correct order (parent first, then children), which is a valid mesh recovery step.
  • Created a ticket and gave the ticket ID to the customer.
Agent Errors / Gaps
  • Did not obtain a clear model number before proceeding; serial number was partially illegible and not fully confirmed.
  • Failed to verify node status after the power-cycle before ending the call; resolution was not confirmed.
  • Repeated the same instructions multiple times without confirming progress, leading to inefficiency (e.g., [17:00]-[22:00] silence and repetition).
  • Referenced the 'Linksys app' instead of the web interface (http://myrouter.local), which contradicts KB policy of no app references.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the node was successfully reintegrated or internet was restored; customer was instructed to perform final power cycle after the call without verification.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through reset procedures, 5-press method, LED observation, and app-based signal check — all relevant and logically sequenced steps.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, explained limitations, and proceeded with full best-effort troubleshooting path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (node not connecting, solid red) and asked about resets and LED states, but did not verify model number or check WAN/internet status on parent node to rule out upstream issues.
T2 Met Appropriate tools / resources used conf 90%
Agent used the Linksys app to check node status and signal strength, which is a valid tool for verifying connectivity and backhaul quality as per velop_mesh_node_placement.md.
T3 Partially Met No misinformation conf 95%
Agent incorrectly stated the child node should turn 'solid blue' after reset (correct state for Velop/MX series is solid purple per velop_wifi_connectivity.md and universal_mesh_full_rebuild.md). The 5-press method was applied correctly for a non-Pair-button model.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations early, maintained control despite long silences, and guided the interaction through troubleshooting to next steps.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated instructions clearly, and adapted to customer’s confusion about LED states and app navigation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on providing ticket ID and next steps.
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps (power cycle in order), realistic timeline (immediate), and offered to walk through it live.
O3 Partially Met Closure confirmation conf 80%
Customer mentioned prior attempts ('I've done it multiple times'), but agent did not reference any prior case history or acknowledge previous troubleshooting.
Escalation Judgment
E1 Met Correct escalation decision conf 100%
No escalation was warranted — issue was within L1 scope and agent was actively troubleshooting with appropriate steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I'm so sorry'), remained patient through frustration, and stayed courteous and solution-focused.
X2 Met Tone & rapport conf 90%
Agent adjusted pace, repeated instructions when needed, and kept customer engaged despite technical difficulties and confusion.
X3 Met Overall experience conf 85%
Agent avoided unnecessary repetition, used app to pull node data, and streamlined steps by focusing on key actions.
Call Transcript54 turns · 58 lines
Speaker 1
Hi, one of my nodes had been, um, not connecting, and so I took it out of the network, and I'm trying to reconnect it, and it won't reconnect it. It's not recognizing it at all. And I'm literally one foot from the main node. Thank you for sharing.
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. [silence] Thank you for calling Linksys Technical Support. My name is Donna. How may I help you today? [silence] Thank you for sharing this. I'm so sorry you're facing this issue. Let's make this process easy--as easy as possible. By the way, is this your first time.
00:00
Speaker 1
No. Yeah. [silence] LaTLLVLwhite@gmail.com. No.
01:00
Speaker 2
I'm calling may I have your uh please hold on let me check your records in the system using your phone number. Is this the best number to call you back in case the get the case get disconnected? Once or five seven 130 67526. Okay. Thank you so much. May I have your email address please and can you please spell it out for me using(default). Let me check Jennifer.MtLE.com. Is this correct? Would you mind repeating?
01:00
Speaker 1
It's Jennifer J M dot T A L L U E Y. U E R T. Jesus Christ. Uh, Jennifer Baumgarten. B A U M G A R T N. Yeah. [silence] Um, model member. [silence]
02:00
Speaker 2
.m.t.t.L.L. Lua.m glue my last name. Thank you. Thank you so much. And are you calling from the United States right now? may have the model number and the TRL number of the product. You can find it on the speaker underneath the device or on the box that came with it.
02:00
Speaker 1
I don't know. Actually, B83... No. 20J. I'm trying to read it. It's too fucking small. Uhh... Uhh... I don't know if you guys could make this bigger. Uhh... Uhh... Actually, B838650. No. 20J.
03:00
Speaker 2
OK. B A 3 8 65 here. So the serial number is 2 0 J. J. 20 M. 3.
03:00
Speaker 1
20M. 3BA, [3 8 6 5 0]. Front of hair. Sure.
04:00
Speaker 2
Uh-huh. Uh-huh. Okay. All right. They got it. Thank you. And I, may I know your internet service provider, please? Okay. Thank you. May I place you on hold for a little bit, for three minutes to check the warranty status of your device. Thank you so much. [silence]
04:00
Speaker 1
Thank you for holding. [silence] overall, I have one, two, three.
05:00
Speaker 2
Thank you for patiently waiting, Jennifer. I can see that this product is outside its warranty period, but I'm glad you called. Let's take a look at this issue together and see what we can do for you today. Just to set the right expectations, since the product is outside warranty, replacement options will still follow the warranty policy. But we can absolutely take a look at the issue and see what we can do, okay? Thank you so much for understanding. By the way, how many Linksys nodes do you have in total?
05:00
Speaker 1
Oh, they're blue. it's red. Correct. about 12 minutes. Yeah. Oh, yeah, I've done it multiple times.
06:00
Speaker 2
Okay, you have four nodes. How many nodes stopped working? They know the current led status of the working nodes. the status of the light of the working nodes. How about the node that's not working? Okay, so their working node solid blue and the non-working node is solid red, right? How far is the non working node from the parent node? Okay. Look, did you already reset the shell node before contacting us? Did after the reset process?
06:00
Speaker 1
what did I do? [silence] I unplugged it, I plugged it back in, I reset it on the bottom, and it just keeps coming up solid pink, and then when I took it out of the system, I deleted it and went to add it back in, now it it won't even recognize it, it says it can't find it, can't find it, can't find it, and it's sitting here right next to it. [silence] Do what? [silence] Mhm
07:00
Speaker 2
Okay, what did you do after the reset? Yes, after the reset process. Okay. Okay. Okay. I understand. So, thank you so much. So, what we can do to fix this issue is to perform five press method. This is the easiest and the fastest way of connecting the child node to the network. Okay? So, to do this, uh, This is the easiest and the fastest way of connecting the child node to the network. The five press method. By the way, we will do the five press method on the parent node only. We will not do it on the child node.
07:00
Speaker 1
I'm sorry. Okay, I just. Yeah, I already did that. Uh, the parent going back to blue.
08:00
Speaker 2
So be careful in doing this. Press the reset button at the bottom of the parent node five times within five seconds. Do not hold the reset button or you may end up resetting the parent node. Just press it five times like you are pressing a light switch. Five times within five seconds, okay? Yeah, five times within five seconds. Press it five times within five seconds. Press, release, press, release, press, release, press, release, press, release. Okay. Thank you so much. Now we may know the light status of the parent node and the child node. [silence] Is it blinking red or solid red? Okay, can you reset the child node, again? Let's reset it again and then perform the five press method. Press and hold the reset button located at the bottom of the child node. Observe the light on top of the child node, while doing that. Once the light goes out and then turns bright blue, release the reset button. [silence]
08:00
Speaker 1
The, it's blinking right now, it's going blue and then off, and then blue, and then off, and then blue, and then off. and then off. it's still blinking, so I haven't I don't let go yet, right?
10:00
Speaker 2
So, you is off the polar purple or solid red? It is an indication that the note is ready for setup. Uh, let's wait for 4 to 6 minutes for the node to turn uh uh solid.
10:00
Speaker 1
It's solid red, so I let go now? [silence] [silence] yeah. uh-huh. it did. okay. well, now it's red, so you want me to do it again?
11:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yes, please. Oh, did you not let go yet? You have to actually let go once the light on the node turns solid blue. Did it turn off? Did you notice the node turn off when you press and hold the reset button? Okay. When the light turns off, you release the reset button. Okay. Yes, please. Do it again. Release the reset button once that light turns off. [silence] [silence] Okay. What is the LED status of the child node now? Is it blinking?
11:00
Speaker 1
It was blinking blue. Yeah, when it turned off. Now, it's solid red again. Got it.
13:00
Speaker 2
OK. Let's wait for it to turn solid. You already released the reset button, right? OK, good. Thank you. OK. Now perform the side press method one more time on the parent node only. Press the reset button at the bottom of the parent node five times within five seconds. [silence]
13:00
Speaker 1
Okay. Blinking. Okay, now child node is blinking red and the parent node is blue. Okay.
14:00
Speaker 2
Press and hold release five times. Thank you. OK. Then, after doing that, observe the light on the child mode. It should blink as an indication that the child mode is properly connecting to the network, or it's trying to connect to the network. [silence] Good. Oh, that's good to know. It means that child mode is trying to connect to the network right now.
14:00
Speaker 1
Yeah, it's just blinking red. Uh, it's blue now. Or it's green. Light blue. Yeah, it stopped.
16:00
Speaker 2
How's it going Jennifer? Okay, it may take three to five minutes, so let's wait until it turns solid blue. Is it solid? Is it? Is it solid?
16:00
Speaker 1
It's. Yeah, solid. Oh, wait. Now, it went red now. Now, it's blinking. Now, it's dark blue, and now it's light blue. Solid. Uh, now, we're back to dark blue. And now it's back to light blue. [silence] It's [silence] Yeah, It's. [silence]
17:00
Speaker 2
[silence] let's wait. [silence] Good. [silence] That's good. [silence] Let's wait for about one minute to ensure that it remains solid blue. [silence] Okay, let's wait for one minute. [silence] Let's make sure that it Okay. [silence] Let's make sure that it remains solid blue for one minute. [silence] After that, if it remains solid blue, we will relocate it to your desired location. [silence] [silence] By the way, it's the line number zero.
17:00
Speaker 1
Yeah, I have it. Okay. No, it. [silence] All right, it's light blue, do you want me to move it? [silence] Okay.
18:00
Speaker 2
Okay, so, we will also check the signal strength of the child node on the links app after moving it to your desired location, we have to make sure that it is getting it is getting a good signal strength from its upstream node because if it will get a weak signal from its upstream node, the connection will become unstable on the child node, and it will keep on disconnecting from the network, so we have to make sure that it is getting at least -65 dB. Yeah, please move it to your desired location now.
18:00
Speaker 1
[silence] Yeah. [silence] Okay.
19:00
Speaker 2
[DOWNWEIGHT] Hello, Jennifer. [silence] While waiting for the [silence] the status of the [silence] to turn solid blue [silence] let me [silence] let me provide you your ticket ID [silence] so you can use it as a reference in case you contact us back. [silence] Okay? [silence] Please take note of your case ID, or ticket ID. [silence] [silence] [silence] LL-TTS 00136614. [silence] Did you get it? [silence] Okay. [silence] Thank you so much. [silence] By the way, in case you will forget your case ID, you can always provide your phone number or your email address, so the next dignition can just pull up your records using those information. Thank you. [silence]
19:00
Speaker 1
It's blinking, blinking red. [silence]
21:00
Speaker 2
Okay, that's later to translate solid blue. [silence] >[silence]
21:00
Speaker 1
It's light blue. Oh, now it's blinking. Red Blinking Red. [silence] All the blue again. [silence] No, no, it's dark blue.
22:00
Speaker 2
Okay. All right. Let's wait for it to turn solid, solid blue. [silence] Let's make sure that it remains dark blue or solid within one minute. And then we will open the link.
22:00
Speaker 1
Okay. All right. It's light blue. [silence]
23:00
Speaker 2
there's out the check the signal strength of the child learn, okay?, all right, great. Now, please open the linked the app installed in your phone and then log into it,
23:00
Speaker 1
It says ready to complete setup. We already did it, right? Um, um. You know, you know, you know.
24:00
Speaker 2
Yeah, correct. Do you see an option that says manage Wi-Fi settings. Can you force close the Linksys app and then reopen it and then once you will be on the login screen, select manage Wi-Fi.
24:00
Speaker 1
OK. Manage Wi-Fi settings. Let's see. I see Wi-Fi settings. Is that where I go? All right. It says four nodes. [silence] I see Wi-Fi settings. [silence] Is that where you want me to go? Or devices? Oh, got it. OK. [silence]
25:00
Speaker 2
Now go and tap on Network Administration tab.
25:00
Speaker 1
Okay, I got it. Where does it tell me the signal strength? No, I'm on the app. It says nodes for... change router password.
26:00
Speaker 2
Correct. Did you Tab the child node already? You have to tap the child node first, so the signal strength will appear. Did you press the child node or the parent node? Okay, what do you see under network administration? Mhm.
26:00
Speaker 1
Is that what you want, diagnostics? No. Yeah. Silly. Yeah. Yeah, I did. No, I told you what it says. It says nodes for. And if I touch that, then I see, I see the nodes and then if I hit the node, it doesn't show me it just says connected to internet source, that's all it says. It says serial number, serial number, model number. Okay, then there's my hallway, my hallway one has -52. The one we just did is -44, but the problem is now my kitchen one is supposed to be going off of the one that we just set up, but it's not. Now my kitchen one has like no strength because it's trying to go off [silence]
27:00
Speaker 2
How do you see the parent node? Okay. click nodes. Okay. that is the parent node. Okay. that'd the parent node. Oh. Okay. okay. that's a good signal. How about the other? Great. It's getting a good signal too. the other one. silence
28:00
Speaker 1
For the hallway, so how do I switch that? ?? I also have to restart them all over again.
29:00
Speaker 2
Okay. All right. We have to perform a network power cycle. Okay? We will have to turn off the parent node, followed by the first child node, the second child node, the third child node. After one minute, plug the parent node back to the power source. Wait for the power light to turn solid blue. Plug the first child node, the second child node, and the third child node. And then once they they're all solid blue, go back to the Linksys app and check the signal strength again. Do not reset the nodes, okay? Just power cycle. It means unplug them from the power source, from the parent node to the four child nodes in sequence, and then after one minute, plug them back. Start with the parent node. Do not press the reset button. Just unplug. [silence]
29:00
Speaker 1
Okay. Okay. So I just have to do it in order. Okay. And wait, so after the parent one turns blue, then I plug another one in, and then when that one turns blue, I plug another one in, like to it. Okay. All right. All right. Awesome. Okay. I will go do that. [silence] Oh, you want me to do it right now?
30:00
Speaker 2
Plug and re-plug from the power source. Yes. In order, first Parent. Second: Child. First child, second child, third child. Yes, correct. Yes, exactly. Alright, thank you. After that the node should work perfectly. Alright. Once done, connect your devices to the network and then test if they can go online. Let me know if they're all working. Okay? Yeah, you can do it after our call if you want. But you can also do it right now so I can walk you through the process.
30:00
Speaker 1
I'm just do it when we get off the phone. I think it should be fine. I'll just unplug them all and then plug them back in one at a time. not reset. Okay. Got it. Okay. I'll do that. Okay. Thank you. No. That's all. Thank you. I
31:00
Speaker 2
How would you like to proceed? Okay, you're welcome. Just, just make sure not to reset them, okay? Yeah, thank you so much. In case you will encounter issues, please contact us back. Thank you so much. Do you still have other questions that I can help you with today? Okay, it's been a pleasure helping you again. My name is Donna. Thank you so much for calling LinkedIn Technical Support and have a great day. Thank you, bye-bye. [silence]
31:00