V2 Rubric Detail — b4525d1c-7c6a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:21
Duration
14m 3s
Contact
Ricardo Melgoza
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00073737
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node lost connection

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.8/5

V2 Rubric Scores

Resolution4.38/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall84.7% (-11.3)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a reset and the 5-press pairing method, confirming both nodes achieved solid white and full mesh functionality. However, the agent failed to verify the product model before recommending the 5-press method, which is a KB requirement to ensure compatibility with the specific hardware generation, resulting in partial technical accuracy. All other aspects of the call—resolution, communication, ownership, and customer experience—were fully met.

V1 Case Analysis

Reset child node and used 5-press method on parent to re-pair; both nodes now solid white.

Troubleshooting Steps
  • Reset child node by holding reset button until red flash and light turns off.
  • Verified child node reached solid blue state.
  • Performed 5-press pairing on parent node (press reset button five times quickly).
  • Confirmed both parent and child nodes displayed solid white.
Key Observations
  • Agent correctly applied the 5-press method on a Velop MX/WHW/MR series router, which is fully supported per KB.
  • Successfully guided customer through reset and re-pairing, achieving solid white on both nodes — a confirmed fix.
  • Minor misgendering occurred (used 'ma'am' for male customer), but did not impact technical outcome.
  • Did not explicitly ask for model number, though the procedure was correct for the Velop family.
  • Customer email was confirmed and used correctly in the call.
Positive Highlights
  • Accurate use of the 5-press pairing method on a Velop system — correct model family and procedure per KB.
  • Clear, step-by-step guidance that led to a confirmed resolution (both nodes solid white).
  • Successfully verified the child node reached solid blue before initiating pairing — critical for 5-press success.
  • Provided a ticket number and professional closing, ensuring operational closure.
  • Maintained patience during customer confusion and allowed time for LED state changes.
Agent Errors / Gaps
  • Misgendered the customer by using "ma'am" multiple times despite the customer providing a male name (Rick).
  • Did not explicitly ask for or confirm the product model number, relying only on serial number and general Velop troubleshooting.
  • Slight confusion in reset instructions: initially described a multi-phase LED sequence (bright red → dim pulses → fade) not fully aligned with standard Velop reset (hold 10–20 seconds until light changes). However, the customer eventually achieved solid blue, indicating success.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed both child and parent nodes achieved solid white, verified the node was successfully added, and authorized relocation—indicating full restoration of mesh functionality.
R2 Met Diagnostic thoroughness conf 97%
Agent directed reset of child node, confirmed solid blue state, executed 5-press method on parent, monitored LED progression to solid white—logical, sequential troubleshooting steps appropriate for node pairing failure.
R3 Partially Met Correct resolution path conf 95%
Agent applied 5-press method without first confirming product model; KB requires model verification (WHW/MX/MR series) before recommending 5-press—this step was skipped, risking misapplication on incompatible models like SPNM or LN series.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (node not syncing) and used LED status, but did not ask for model number—critical for determining correct pairing method per KB; diagnosis proceeded without full context, weakening root cause confidence.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used verbal instructions and LED observation, but failed to access or request model-specific information (e.g., from serial number or admin interface) that would confirm compatibility with 5-press method—tool use was incomplete despite availability.
T3 Partially Met No misinformation conf 93%
Instructions for reset and 5-press were technically correct *if* the model supports it, but agent did not verify model compatibility first—risking incorrect guidance on non-5-press models; KB mandates model check before 5-press recommendation.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control throughout, guided customer step-by-step, confirmed completion of each phase, and closed with ticket number—clear structure and pacing.
C2 Met Confirmed understanding conf 94%
Used plain language, confirmed understanding at key points (e.g., 'tell me when the light turns solid blue'), and adjusted pacing to customer’s execution speed.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer—customer remained with one agent until resolution.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: wait for solid white before relocating, and gave ticket number for future reference—specific and actionable.
O3 Not Applicable Closure confirmation conf 98%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted—issue was resolved at L1 with appropriate steps.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore, execution of escalation path cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite, patient, and reassuring throughout, even during extended wait periods—no signs of frustration or impatience.
X2 Met Tone & rapport conf 93%
Matched customer’s pace, used confirmations to maintain engagement, and repeated instructions clearly when needed.
X3 Met Overall experience conf 94%
Avoided unnecessary repetition; used customer’s real-time feedback to advance steps—minimal friction in process.
Call Transcript24 turns · 24 lines
Speaker 1
yes um I'm wondering if you can help me I'm I've been having a problem with one of my nodes I have three of them Uh and one of them just is not um it's not syncing in with the other ones Oh yes let me walk over there Wait a sec Okay the serial number [silence]
00:00
Speaker 2
Welcome to Lynksys 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.lynksys.com for more information about your product. [silence] Thank you for calling Lynksys. This is Ice. How can I help you? Okay. Uh can you provide me Sir the serial number of your Lynksys? Okay. Thanks.
00:00
Speaker 1
Okay, ready? It's 58W 10M 25D 06 186. No, no, no. It's 05186.
01:00
Speaker 2
I say again, the serial number is 58W for white, one zero and for Mike, 25D for David, zero six, one 86. Is is that correct? All right.
01:00
Speaker 1
yes ma'am [silence] yeah since yesterday and I've done everything tried to reset it turned it off turned it on tried to use the pair button and and it just won't connect to the motherboard or [silence] yeah that's me do you need my address or anything else uh other information [silence] yes ma'am [silence] yes yes just yes
02:00
Speaker 2
And only one of them got disconnected a child note. all right. Uh let me just confirm first uh sir if your name is Rick Melgoza. I got it here. Is it still active your email? Rick Melgoza 77 At email.uh doah this is still active. All right. So I'm just gonna yeah. All right. Thank you. Rick. So I'm just gonna use that uh email and Rick I need you to bring
02:00
Speaker 1
Yes, I have it here. Yes. It's it's a solid red. Yes, ma'am. OK. Uh-huh. Well, along. [silence]
03:00
Speaker 2
child node that got disconnected near your parent node. All right. So your parent node is showing a solid white light, correct? And your child node that got disconnected, what's the status of its light or color right now? All right. So we'll do a reset on that child node. Um first, uh, I need to confirm if your internet um service provider is Spectre. All right, thank you. Hold on. And I'm quite uh, let's do a reset on your um child node. Press and hold its reset button. Check the light um once the light yeah, press and hold once the
03:00
Speaker 1
Okay. it's okay. Okay, it's - let me do it again. I don't think there's a still puller. Uh-huh. [silence]
04:00
Speaker 2
Light goes off, that's the time you let go. When you do a reset on a child non-renew, you have to press and hold its reset button. You will notice that its light will first flash bright red, it will pulse dimly and then will fade out slowly.
04:00
Speaker 1
Now, it's blue. Okay, um, it is blinking blue. [silence]
05:00
Speaker 2
push button bright red again and then it will turn off. Once the light goes off, that's the time you let go, and just wait for its light to stabilize. So, is it solid blue or blinking blue? Okay, so let's just wait for the light to go steady. We need a solid blue light.
05:00
Speaker 1
Okay. OK, it's salad. Blue now. Uh huh. Okay. Five times, press it, and let it go. Five times, right? Okay. Okay. one, 2, 3, 4, 5.
07:00
Speaker 2
[silence] tell me when the child node slide turns solid blue, okay? Alright, so we're going to add your child node to your parent node by using the five press method. I need you to go to your parent node and then press the parent node reset button five times. No, you only need to press the parent node five times and then let go and then just wait for the light. Okay, let's go.
07:00
Speaker 1
Yeah. Yeah, it's blinking white. Okay. Okay. And, um, okay, they're, they're both now blinking white.
08:00
Speaker 2
Okay. So, let's just wait. Once it turned back to a solid white, check your child node because your child node should start blinking. To, you don't have to do anything. Just wait for the lights to start blinking. [silence] Okay, that's good. It means your parent detected your child node. So, once your child node is connected or added to your parent node, it should turn solid white.
08:00
Speaker 1
No, they're both still blinking white.
09:00
Speaker 2
Tell me if the parent node's light turned back to a solid white. Right, so it might take a while. [ silence ]
09:00
Speaker 1
Okay, the node that I was calling Tom with, that turned solid white and the mother node is still blinking white. Yes, the one, the one that I was having trouble with, yes, it's solid white but the, but the mother one. Yeah, the mother one is still blinking white.
11:00
Speaker 2
So your child node already turned solid white . Yeah, okay. OK, that's fine. That's fine. Uh, because your child node light turns solid white, it means it's already configured successfully, it's added now to your parent node.
11:00
Speaker 1
Okay, just, yeah, no, the parent, the parent node just, uh, stopped blinking, so it's solid white. Now they're both solid white. Yes, yes, I'm just, I'm just checking the third node, and that's also solid white. So yeah, the one that I was having problems with, that one goes downstairs, because I have a two-story house. So it's okay if I disconnect it and, and take it downstairs and plug it in?
12:00
Speaker 2
node as a child node. So, with a parent node, you don't have to worry about that because it will return back to its solid white. What's important is that we were able to add your child node. Since it's now solid white, you can relocate your child node back to where you originally placed it. And with your parent node, we just have to wait. Yes. All right, that's good. So everything's good now, Rick. We added your child node. No other concerns? Yes. You can unplug it now and relocate it to where you place it before.
12:00
Speaker 1
Okay, thank you so much. I appreciate the help. Okay. London. Alrighty. Okay. Yes, ma'am. Thank you, that you.
13:00
Speaker 2
Once you plug it, There, just wait patiently for its light to turn back to solid white. Uh, you don't have to worry because it's already added to your parent node, so it will not be disconnected. Okay? All right. You're welcome. It's my pleasure to assist you today, Rick. Before we end the call, I'll provide you your ticket number for your reference. So your ticket number is L for Lima or London T for Thomas S for Sam 00073737. All right. So, since we've already added your child node that got disconnected, everything's good now. Thank you for calling Linksys, Rick. You're welcome, and once again, this is Izyk. Take care, Rick. Have a great day. Goodbye.
13:00