V2 Rubric Detail — b715649c-7ed9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 16:41
Duration
24m 7s
Contact
828-676-1316
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00108840
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.9/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall71.9% (-6.1)

V2 Grader Summary

The agent successfully guided the customer through a factory reset and the 5-press method, but failed on technical accuracy by validating 'solid teal' as the online state. According to velop_wifi_connectivity.md, only solid blue or white indicates a working connection, making the final confirmation technically incorrect.

V1 Case Analysis

Customer reported three Velop nodes with solid red LEDs. Performed factory reset and 5-press method on parent node, then reset child nodes. All nodes returned to solid teal; mesh restored.

Troubleshooting Steps
  • Power-cycled all nodes, leaving only the parent node on.
  • Performed factory reset on parent node (hold reset until light goes out).
  • Executed the 5-press reset method on the parent node (press-release-wait five times).
  • Reset each child node by holding the reset button until the light went out (~10 seconds).
  • Allowed time for nodes to re-establish mesh and confirmed solid teal LEDs on all nodes.
Key Observations
  • Agent correctly applied the 5-press method, which is valid for Velop mesh devices (per universal_5press_models.md).
  • Agent initially gave inconsistent guidance for child-node reset (first 5-press, then corrected to 10-second hold), but this did not affect the final outcome.
  • Agent did not collect model/serial number or verify warranty status, which are protocol misses.
  • Used confusing phrasing ('check engine light') but this did not impact technical accuracy.
  • Call was lengthy due to repetition and customer's age/physical limitations, but the agent remained patient and guided the customer effectively.
Positive Highlights
  • Accurately identified solid red LED as error state and applied correct reset procedures per velop_wifi_connectivity.md.
  • Successfully restored mesh network by correctly applying factory reset and 5-press method on parent node.
  • Confirmed resolution by verifying all nodes returned to solid teal, indicating successful mesh reconnection.
  • Demonstrated patience and empathy with an elderly customer navigating physical limitations.
Agent Errors / Gaps
  • Failed to collect product model number and serial number, which are required for proper support protocol.
  • Failed to verify warranty status, which is a protocol miss.
  • Initially gave inconsistent reset instructions for child nodes (5-press vs. 10-second hold), though this was corrected and did not affect resolution.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Agent claims system is working because nodes are solid teal, but KB states solid blue (or solid white on some models) is online; teal is not a defined LED state in any KB, suggesting misinterpretation of success.
R2 Met Diagnostic thoroughness conf 95%
Agent conducts logical troubleshooting: isolates parent node, performs factory reset, applies 5-press method, and waits for stabilization — all aligned with symptom progression.
R3 Partially Met Correct resolution path conf 90%
5-press method used correctly on likely Velop model, but agent fails to verify model compatibility; no mention of checking if device supports 5-press (e.g., could be SPNM/Cognitive Mesh which uses Pair button instead).
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identifies red lights and proceeds with reset, but does not confirm model type or ask about prior ISP involvement beyond dismissing it — skips root cause verification (e.g., WAN issue vs. mesh failure).
T2 Partially Met Appropriate tools / resources used conf 85%
No use of KB or diagnostic tools to confirm LED meanings or model-specific procedures; relies solely on procedural memory — appropriate steps taken but without validation against known documentation during call.
T3 Not Met No misinformation conf 98%
Agent incorrectly identifies 'solid teal' as the successful connection state; velop_wifi_connectivity.md explicitly defines 'Solid blue' or 'Solid white' as online. Teal is not a valid state in the authoritative KB.
Communication
C1 Met Clear & professional language conf 96%
Agent maintains control throughout, gives clear instructions, manages transitions, and keeps customer focused despite interruptions and physical limitations.
C2 Met Confirmed understanding conf 97%
Agent adapts language for clarity, uses repetition, acknowledges customer’s age and difficulty, and confirms understanding at key points.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, does not transfer, and follows through on all commitments without deflection.
O2 Met Proactive follow-through conf 95%
Clear next steps given: wait 4–5 minutes, observe lights, then wait 5 more minutes before relocating nodes — realistic and specific.
O3 Partially Met Closure confirmation conf 90%
Customer mentions prior support attempt and specific history (Spectrum involvement, previous recovery via remote signal), but agent does not reference or build on this information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the resolution path pursued.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expresses understanding (“I completely understand”), remains patient, and maintains courteous tone throughout a complex, slow-paced interaction.
X2 Met Tone & rapport conf 96%
Agent matches customer’s pace, repeats instructions clearly, and adjusts delivery for comprehension without rushing.
X3 Met Overall experience conf 95%
Avoids unnecessary repetition, guides step-by-step, and minimizes customer effort by directing actions efficiently.
Call Transcript41 turns · 43 lines
Speaker 1
I think that the lady is disconnecting our phones. Hello, sir. My name is Ada Howell. I called before, and the lady, they answered the phone. We, I'm sorry, but we were not able to understand her. And what happened to us is the, no, that we have from Lynx is, are not working. They have a red line, I mean, red color. [silence]
00:00
Speaker 2
Welcome to links this 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. Hi, thank you for calling Linksys. My name is then, and I'll help you today.
00:00
Speaker 1
soát on the top and they- she made us do all manner of stuff and she was not able to uh, recover the Wi-Fi on the nodes. We have a connection with Spectrum and the connection is working perfectly because we call Spectrum and they told us that our connection with Linksys is working. [silence] I'm sorry. I have three Linksys devices. Yes, I have three nodes. Yes, sir. I'm sorry.
01:00
Speaker 2
Just to verify you have three lynx sys devices. You have three lynx sistem devices. All right. Once again I'm speaking with Ada Howell. All right. How many currently are turned on? How many lynx sys devices?
01:00
Speaker 1
None. All of them are red light. Oh, um, to downstairs, I have to go downstairs and connect them. 200. Okay. Okay. Okay, I need you, let's go. I, I, I'm going to go downstairs with my husband and he will tell me, come on, what you say, and I will do it. Because the phone is uh, unplug it. So lady attic, unpl, is okay after w, few minutes. I
02:00
Speaker 2
Yes. Red light does not mean it's turned off. So how many are currently turned on? [silence] All right. Turn off everything, but the main one. Only leave the main one on.
02:00
Speaker 1
I'm sorry sir. I'm just still going, I'm 80 years old, okay? Now I'm I'm going down the steps and I have to go a little by little because, well, it's not your fault, but yes. Yes, sir. Okay. I'm going to get my husband and he's gonna tell me, relay to me what you sent to him you have to do. Hello? Okay. Okay, wait a second. Don't I didn't get what you said, but the other lady had us turn off and unplug the node from the modem and then turn off the modem and started,
03:00
Speaker 2
What's the light? I'm sorry, did you turn off the other two? No worries there. No, I think I'm a problem. So turn off, turn off all the nodes, except the main one.
03:00
Speaker 1
put it back up and and nothing happened. The only thing that changed was that the red light became a blinking red light for a while. Then it it's settled down and became all red. Just a second. My wife said told me that this has happened before and that the only thing that's solved it was that your company sent some sort of a message through the modem or signal and it started uh and it that's what caused it to restart itself properly. Whatever you want to do. I'm sorry. Spectrum, we talked to Spectrum yesterday and they sent several messages.
04:00
Speaker 2
No worries there i completely understand that the first troubleshooting didn't work properly so this time let's try to do it again but in a different manner allowing me to set your expectations that kind of thing that kind of things are links. It has cannot do those kind of thing since only spectrum does that. Spectrum and roles are completely different. Through once again, please listen carefully. Once again,
04:00
Speaker 1
just a second tell my wife she does excuse me he okay okay he says he hello hello hello okay now I'm going to go to the note and then could you please tell my husband what is it that I need to do just a second cuz he yes so I turned off the two other notes except from the main one okay that's what I'm going to do right now just a moment please [silence]
05:00
Speaker 2
Please listen carefully. The one that you're doing, just explained, just now, is not per-formed by Linksys since we cannot do that. We are only here to do manual troubleshooting alongside with you. So once again, turn off the other nodes and only have the main node turn on. Yes, I'm still here. Miss Ada, please once again, turn off all the nodes, except for the main node. That's the first step. Yes, that's the first step.
05:00
Speaker 1
Okay. The other two nodes are unplugged now from The Oh. They're all turned off, okay. Go to the main node and do what? She's right there with it. There are all the nodes are together. Wait, just a second. What? Yeah, go ahead. She's Okay. Transcription starts at 0:17.
06:00
Speaker 2
Now go to the main node. On the main node you're going to factory reset it one more time. Yes. So let's proceed to the next step. Please listen carefully. You're now going to be performing another factory reset. You're going to hold the reset button on the main node until the light completely goes out. Once the
06:00
Speaker 1
Just a second. Uh, wait, just a minute. Let me tell her that. Uh, hold the reset button until the light goes out on the main node. Ah, okay. Uh, okay. Uh, okay. It's turned off and she released the reset button. Okay. Uh, wait, wait just a second. So now that it's turned off, just wait until it turns red again. Okay. It's blinking blue. She said [silence]
07:00
Speaker 2
The light goes completely out, then release the reset button. You need to wait patiently for the light to turn back into a solid pink or red - it's currently rebooting. Yes.
07:00
Speaker 1
Okay. it's red steady. Okay. Okay. the light on the main motor node is red. steady red. Okay. Press release. five times on the reset button. How long do you wait? few seconds.
09:00
Speaker 2
Is it steady red? [silence] Now you're going to perform what we call the five press method. [silence] You're going to press release, wait a second, press release, wait a second. Five times on the reset button. [silence] It's press release, wait a second, press release. Five times.
09:00
Speaker 1
Press, release, wait a second. Press, release, wait a second, five times. It's a red. The reset button on the bottom. The red button! Yeah, the red button is the reset button. Five times. And wait a second after you release it every time. Okay. I'm going. My light is yellow. Yellow? Yes. Okay. So, she said, now the light is it steadily yellow? No, it's blinking. Is it? It's blinking what? Yellow. Yellow. [silence]
10:00
Speaker 2
release wait a second five times.
10:00
Speaker 1
Okay, just wait until that flashing light finishes.
11:00
Speaker 2
now, patiently wait until that flashing light finishes.
11:00
Speaker 1
Now, greenish. it's what? Greenish? Green. now she said it's green is it steady or blinking? steady. steady. greenish color. wait. wait. okay wait for another minute and to make sure it stays steadily, whatever it is. okay.
12:00
Speaker 2
Perfect. Wait for one more minute. We need to make sure that light stays that way. So, while waiting, I'll explain to you what happened. Your parent node went down completely, and your child nodes just followed after, so that's why you're currently seeing either a flashing red or a solid red light on all three of your note. We needed to perform a factory reset.
12:00
Speaker 1
Okay. Is it still steady? Yes. It is steady. Okay. Okay. Turn on the other two nodes near this one now, which is apparently working the way it should. Turn them on. Plug them in, turn them on, whatever. Turn them on. There's a little switch on the bottom that's. Both of them? Yeah. And and make sure they're plugged into the cable that they're attached to. [silence]
13:00
Speaker 2
so we can make them all work again. Now, can you double check if it's still steady? Perfect. Your parent node is now functionally working again, so you now have internet on that parent node. Go ahead and turn on the other two child nodes near it. Just plug them back to the power so they can tune on. I I see. [silence] It might have been a coincidence.
13:00
Speaker 1
Okay, so everybody has have a steady color. That's blue. The two secondary nodes are kind of a gray color. She said, now they're red. Solid or flashing? Solid. Solid. Okay, just a second. I'll tell her. For each one of those, one at a time, you hold the reset button and five times like you did before. Yeah. Wait, first. No, not five times.
15:00
Speaker 2
All right, so for those two child nodes, you need to factory reset them. You can do it one at a time, you just need to hold the reset button until the light completely goes out. No, not five times. For those child nodes, you just need to hold the reset button for 10 seconds.
15:00
Speaker 1
hold the reset button until the light goes out [silence] the other one the other one is done what's the uh what's the main node look like what's its color and all that what's it doing the main bar is still light green still light green she says still is it green steady not flashing yeah steady steady
16:00
Speaker 2
Press the release button until the check engine light does not stay on for more than a couple of seconds.
16:00
Speaker 1
It's what color is the main node? [ silence ] Still light green and it's solid. [ silence ] What about the other two? One is red. And, what's the other one? It's, red, too. Both of them are red. Okay, go back to the parent node. Wait just a second. Let her get over there. The, yeah, the main one over there. Pay attention to it now. He's just started to tell me that. Go ahead. Okay, you're going to do the same thing. Press release, wait a second. Five times on that one.
17:00
Speaker 2
perfect. Now, focus on the parent node. On the parent node, you're going to press release wait a second, press release wait a second, five times on the reset button.
18:00
Speaker 1
Okay, she did it. Now what color is it? Yellow. Yellow. The other ones are blinking red. They're blinking red. Wait for four to five minutes. So you think after five minutes, they may turn blue or teal.
19:00
Speaker 2
What are the lights on the other two? Good. Wait for four to five minutes. That should be it. All three of them will become solid blue or so solid teal.
19:00
Speaker 1
okay. Wait just a second. Let them, uh, you can do something else. We'll wait for you for five minutes. Okey-doke.
20:00
Speaker 2
Yes, because the parent node is already working, so naturally the other two will also follow suit. So, after they turn solid blue, we can wait if you want. You're not going to do anything anymore. You're not going to do anything for it, just patiently wait, and observe them, okay?
20:00
Speaker 1
One is making the of the secondary ones. Okay. One of the secondary nodes is Both of them blinking teal. Yeah. Both of them of the secondary nodes are blinking teal. How about the [silence]
22:00
Speaker 2
What are the light in both of them? All right. Once they turned to solid teal.
22:00
Speaker 1
not the main one is also. And it's solid solid and it's solid. Oh the others are not blinking but are solid to. Uh-huh still they're solid too. Thank you very much for your help. After five minutes thank you very much okay thank you bye bye now
23:00
Speaker 2
That's about it. All right, so all three of them are solid teal. [silence] Perfect, so let them sit there for five more minutes. If all three of them stays the same color, you can safely unplug them and put them back to their original spot. That should be it and congratulations. You now have your internet mesh system working again. [silence] All right. Is there anything else? All right, thank you so much for calling Linksys, take care and have a great day.
23:00
Speaker 1
You too. Bye. Okay.
24:00