V2 Rubric Detail — bb4a0536-7650-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:00
Duration
68m 47s
Contact
Darlene Vogel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00135633
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to login to the Linksys App_MX5300

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.38/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall82.3% (+26.3)

V2 Grader Summary

The agent successfully resolved the connectivity issue by guiding the customer through a factory reset and node re-addition, achieving a solid blue light on all nodes and customer confirmation. However, the agent failed to follow the mandatory identification process in led_mesh_system_identifier.md to determine the mesh system type before interpreting LEDs, which is a technical process gap. Despite this, the technical instructions provided were accurate for the device in use, leading to a successful resolution.

V1 Case Analysis

Customer reported error 2123 and nodes not connecting. Agent instructed factory reset of parent and child nodes, recreation of SSID/password, and re-adding nodes via web UI. All nodes eventually showed solid blue; customer confirmed connectivity restored. No model/serial collected, no ISP/WAN check performed.

Troubleshooting Steps
  • Instructed factory reset of parent node (press-hold reset button).
  • Guided login to router web UI at 192.168.1.1 and set admin password.
  • Recreated Wi-Fi SSID and password.
  • Used 'Add Wireless Child Node' to re-pair nodes.
  • Instructed factory reset of child nodes due to persistent red/purple LEDs.
  • Advised repositioning nodes closer to parent.
Key Observations
  • Agent failed to collect model number, serial number, or verify warranty status — a critical protocol failure.
  • No ISP or modem connectivity check was performed before troubleshooting nodes — violated basic troubleshooting flow.
  • Agent provided incorrect LED guidance: instructed customer to wait for 'steady purple light' ([17:00]), which indicates setup-ready state, not operational readiness.
  • Process was highly inefficient: multiple resets, inconsistent instructions, and lack of outcome validation between steps.
  • Despite errors, the customer eventually confirmed connectivity was restored after re-adding nodes.
Positive Highlights
  • Persisted through multiple issues and guided customer to eventual connectivity restoration.
  • Provided correct default admin password 'admin' and correct access URL http://192.168.1.1 ([20:00]).
  • Correctly identified need to recreate Wi-Fi credentials after factory reset and guided customer through SSID/password setup ([22:00]).
  • Eventually guided customer to reset child nodes when they failed to reconnect — aligns with universal_factory_reset.md for adding used nodes.
Agent Errors / Gaps
  • Did not ask for or record product model or serial number — violates PROTOCOL and prevents warranty/support eligibility determination.
  • Did not verify ISP connection or WAN status before node troubleshooting — skipped Step 1 in universal_escalation_guide.md and velop_wifi_connectivity.md.
  • Provided incorrect LED interpretation: told customer to wait for 'steady purple light' ([17:00]), which is not a healthy state for an already-configured node — contradicts led_mesh_system_identifier.md (purple = setup-ready, not operational).
  • Repeated reset instructions without confirming outcomes, leading to inefficient flow and confusion.
  • Failed to use structured troubleshooting: jumped between reset, UI access, and node re-adding without validating each step.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes solid blue and expresses gratitude; agent verifies final state.
R2 Met Diagnostic thoroughness conf 90%
Agent guides factory reset, LED monitoring, web UI access, and node re-addition in logical sequence.
R3 Partially Met Correct resolution path conf 80%
Agent proceeds with factory reset and reconfiguration but does not verify warranty status or device eligibility, missing key context for support path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies error 2123 and LED states but does not confirm model type or mesh system (Intelligent vs Cognitive), which is a critical first step per led_mesh_system_identifier.md.
T2 Partially Met Appropriate tools / resources used conf 80%
Uses web UI and LED status appropriately, but fails to identify the product family first (letters + first 2 numbers) as required by the LED disambiguation guide before interpreting LED colors.
T3 Met No misinformation conf 90%
Technical instructions for factory reset (hold until blue), local IP (192.168.1.1), and default password 'admin' are consistent with the provided KB for the majority of mesh models.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains control during troubleshooting but fails to set initial expectations or frame the interaction.
C2 Met Confirmed understanding conf 85%
Uses plain language, confirms understanding at key steps, and adapts to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all troubleshooting, and does not transfer or abandon.
O2 Met Proactive follow-through conf 90%
Provides clear time estimates (e.g., 'give them 5 minutes') and specific next steps throughout.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was required; issue resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent is polite and says 'I'm sorry', but does not acknowledge customer’s prior frustration or repeated attempts.
X2 Met Tone & rapport conf 85%
Agent remains calm and responsive despite customer’s irritation and confusion, adjusting tone as needed.
X3 Partially Met Overall experience conf 70%
Avoids some repetition, but customer has to recheck LEDs multiple times due to unclear initial instructions on node behavior.
Call Transcript87 turns · 99 lines
Speaker 2
Greetings from Cyndi Gatto. Thanks for checking in. [silence]. Hi, Cyndi Gatto. Thanks for checking in. [silence]. Hey. [silence]. Uh got a minute. It's Brian Shekel from MegaCorp. How are you? [silence]. [silence]. Uh, good. So, um, I, I understand Billyo Ekerz's contract oversight team is, uh, is reviewing your overtime payments calculating engine. Uh, obviously we're gonna need a number of accomodations before they're allowed to proceed. [silence]. [silence]. And, uh, regular, regular employee rolls working four days a week. Uh, we're also gonna need a placeholder for the exceptions we agreed on earlier. [silence]. [silence] Gotcha. So, um, is there anything I can help you with today? [silence]. [silence]. So we can. [silence]. [silence]. [silence]. [silence]. [silence]. [silence]. Go ahead. [silence]. [silence]. Great. So, what other, uh, what other Phillips do you have for a review? [silence]. Gotcha. [silence]. [silence]. Don't worry, I'll get it covered on my side. And we'll get it done right before Christmas. Have a good day. [silence].
00:00
Speaker 1
[silence] What are you doing? How you doing? [silence] [silence] Hi, I have a ticket number for my case. It is T as in Tom, E as in Edward, zero zero one, three, five, six, three, three. Correct.
10:00
Speaker 2
I think if we're calling links, this is Mark, how can I help? Okay, check that. Okay, I have a ticket for Darlene Vogel. Sorry, let me read the notes first. So what's this? You're unable to
12:00
Speaker 1
... ... ... zero nodes. All right, hi. It sounds like you're experiencing some issues with your Wi-Fi connectivity.
13:00
Speaker 2
Uh, i don't know. Um. Uh-huh. Huh. you have four notes in total. Okay.
13:00
Speaker 1
you know reset the router the router we you know we did all that so nothing worked. I'm just wondering if they're just an old model and they're just not working anymore. I don't know. Yes. Yeah. We did not factory reset it. No, the nodes, no. She said don't do that but and then we went on incognito on you know going on the that 192.1 something whatever website thing and all that and it just kept saying error code 2123.
14:00
Speaker 2
so you encountered the unexpected error 2123 you remember that okay but you did not like factory reset the nodes okay i see yeah actually uh getting a
14:00
Speaker 1
Do I reset all the nodes or just the parent node? Okay. So you want me to press that button? Okay. Oh, so I have to keep the button the whole press the whole time you're saying.
15:00
Speaker 2
[silence] that error message requires us to reset the nodes factory. So we can just reset the Army node and then just make sure that when we reconfigure it, you create the same exact wifi name and then wifi password, so that the child nodes will just reconnect. So, now before you do that, uh, it should be like this. You need to press and hold the reset button, should keep holding. It should flash red. It will turn off the light. Then it would go blue, and then that's the time you let go the button. yes
15:00
Speaker 1
[silence] Now it's blue. Now it's green. Now it's blue. [silence] Yeah. OK.
17:00
Speaker 2
Uh, did it show red at some point? Uh, yeah, you may now let go of the button. Yeah. And then, let's wait for it to have a steady purple light.
17:00
Speaker 1
Oh, like pink purple. Yeah, I've never seen that color. Yeah. Yeah, I got it. Okay. Okay, it's connected. Yeah, it shows that I have a. [silence]
18:00
Speaker 2
Okay. Now, let's, I think it's mentioned here that you have a Mac computer. Let's use it. Open the Wi-Fi of this Mac book and then look for the Wi-Fi that says, underscore setup, underscore VELO. It has a check mark.
18:00
Speaker 1
Oh, this one doesn't have. Oh, this one doesn't have. That's weird. The blue it says wanna learn wireless. [silence]
19:00
Speaker 2
All right. Awesome. Let's open a browser. And then enter the address, the 192.168.1.1. All right, does it have, there's no continue to Linksys. OK. All right. So, there's a photo of two phones. somewhere in the center of the page, right.
19:00
Speaker 1
There's two QR code. Yeah. Okay. Okay, now, okay, sign in. Now I go to the router password.
20:00
Speaker 2
Uh, not the queue code, but somewhere on the center portion, there's a picture of two phones. Um, you get to click, you get to click the picture of the phone in the center. Yeah, since we reset the router, 24th, the password is admin, that's A-D-M-I-N, all small letters.
20:00
Speaker 1
Okay, I'm in. connected. Uh-huh. Okay, it's click. Okay.
21:00
Speaker 2
Alright, the first white box, the network status, what does it show you? [silence] Awesome. [silence] We need to scroll down to the very bottom [silence] and then to the right, there's this pretty small writing that says CA. Uh, it's like, [silence] Okay, you need to click that. [silence] It should briefly refresh the page. Then we go to connectivity that's on the very left. And then look for the tab that says the router setup.
21:00
Speaker 1
Okay, so I just do what I did before. Okay. And then I can make up another password and I have what I had before. Okay. All right, now put apply. Okay, you router is applying changes. The action performed may cause devices to temporarily lose connectivity. This may take a few minutes. Please wait until the operation is complete.
22:00
Speaker 2
And this is where you need to recreate the Wi-Fi name and then the Wi-Fi password. So the SSID box, that's where you create the Wi-Fi name. The password box is where you create the Wi-Fi password. Yeah. Yeah, the Wi-Fi. Yeah. Uh, you need to click set up node.
22:00
Speaker 1
Now it's waiting. Router not found. You are not connected to your router. It was flashing. Now it's steady.
23:00
Speaker 2
yeah okay okay all right that's okay to now or so for now let's wait for that node to have a steady blue light on top all right that it blue all right now what do they call this are you or let's say open the wife again of this laptop and then this time look for the wif the you created
23:00
Speaker 1
Okay, I joined. it's still on connectivity. No. [silence]
24:00
Speaker 2
Select it and connect this laptop. Yeah, then go back to the page maybe refresh it. Yeah, or is it back to connectivity? There's no error message. Okay, awesome. So now, uh, on which phone, by the way, is the app installed? Is it on an iPhone?
24:00
Speaker 1
[silence]
25:00
Speaker 2
Okay. So connect your phone to the Wi-Fi. And then open the app. Let me know what are the options. The router password. Admin. Yes. Yeah, create a new one. well, that's gone already since
25:00
Speaker 1
you, so I have to do reset password then. Because it's not taking a new password. So first I have to do reset password, right? No. Right, so I have to reset it. Cuz when I try to put another password in, it wouldn't accept it. I'm going to reset it. Put in my recovery key. And then reset the router password.
27:00
Speaker 2
Not necessarily. You have to, you know, you can create your own password. Just make sure it's Yeah, it So, you didn't accept admin, right? And then, what do you call this? It asks you to create a new one. So, we're creating new one. Yes. Uh-huh. Yeah.
27:00
Speaker 1
Okay. Okay. They're on. Four devices and one node. So what my other nodes are not on yet, right? One is flashing red.
28:00
Speaker 2
Okay. Now, let's check the color of the lights on top of the child nodes. Okay. Try unplugging it and then plug it back.
28:00
Speaker 1
Now it's flashing red. [silence] Still flashing red.
30:00
Speaker 2
That's OK. I'll give it three more, three minutes more.
30:00
Speaker 1
Yeah. I mean, does it need to be near the parent? No. Oh you want me to go to the other one? That's in my garage. OK. OK. That's red. Let's all go there. It's flashing red, yeah. Shodges on plug?
31:00
Speaker 2
For now, let's just wait for it. And then, um but we move on to the next node or child node. See if it has flashing red light as well. Yeah. Flashing.
32:00
Speaker 1
Okay, I've loaded that again. Flashing blue. [silence]
33:00
Speaker 2
Okay. We probably need to do the same steps to the remaining child node. You know, plug it. Plug it back up there after 30 s. Uh, hold on. Uh, yeah. Do the same steps to that extender node.
34:00
Speaker 1
Oh, all right. Now, should I go back to the first node and see what that's doing? I mean, it's not on the app, not showing on the app and it's flashing red.
35:00
Speaker 2
Yeah, let's go back to that first child, though.
35:00
Speaker 1
[silence] I think one time I had to bring it closer to the parent node.
36:00
Speaker 2
Yeah. Well. this tell me want to see if that's not required, but if it's still flashing red. You have to bring it close to the parent node. Yeah, all the child nodes.
36:00
Speaker 1
and the extender. And. I mean, does it have to be right next to it or can it be in the same room? [silence] and [silence] does it have to have the [silence] navigate [silence] navigable cable? No [silence] no, I don't need to have that plugged in. No, just the plug. [silence]
37:00
Speaker 2
And the extender as well, yeah. In the same room. That would be fine. I know, just tell you it on. [silence]
37:00
Speaker 1
I'll plug Jen and flashing red. Right. Okay.
40:00
Speaker 2
All right, let's give them um, 5 minutes. So, by the way, when you created the wifi name and wifi password earlier, then when you reconnected your laptop, did it ask for the password or it just reconnected?
40:00
Speaker 1
Yeah, I used the same password as I did before, so it must have asked for it. Uh no.
43:00
Speaker 2
It did ask. How about your phone? Did it ask for the password when you connected to the Wi-Fi?
43:00
Speaker 1
Okay. Now it says unexpected error 2123 on my computer. [silence] They're all blinking red. [silence] should I it says on here add wireless child nodes. It my supposed to be doing that, then press that button. [silence] Right, because maybe they are remembering the old Wi-Fi.
44:00
Speaker 2
Then that could mean, okay. Uh, how about the child nodes? Okay. Mm-hmm. Well, not actually, not unless if we reset the child nodes. But since the child nodes still has flashing red light then we'll have to do the reset. Uh, well, when you created the Wi-Fi name-
44:00
Speaker 1
No. Okay, so I'll press them. I mean, last I can't see, I can't see that.
45:00
Speaker 2
okey, I understand it now, so if that is the case, then we'll really have to reset the child nodes. So, same procedure, press the reset button and keep trying, so it shows a blue light, then let go. [silence]
45:00
Speaker 1
OK, that's in this. One show, the blue light and on the next one. I don't know why I have to have so many extenders. My house is only 1400 square feet and then a guest house, I mean, I guess the walls are stucco, so who knows, but I have an extender in the fact bedroom, then I've extender in the guest house, which is the garage, and then I've extender in a back shed in the backyard. [silence]
46:00
Speaker 2
All right. Well, uh, I'm not sure why, as well. Let, uh, uh,
46:00
Speaker 1
Okay. And tender, I'm pressing the button and it just stays blue. I mean, it's not flashing or going red or anything. Oh, there it goes. Okay, now it's flashing blue. Okay. One is purple. Two are purple.
47:00
Speaker 2
Okay. Okay. try to let go of it.
47:00
Speaker 1
man Extender red it just flashing red
48:00
Speaker 2
[to hold the call] [silence] okay, so the extender node, what's the behavior of the light? flashing. Oh, do the reset one more time for this extender node.
48:00
Speaker 1
[ silence ] okay.
49:00
Speaker 2
Same procedure, press a note, got choice of blue light, then let go. Okay. Yeah, purple. Yes.
49:00
Speaker 1
Are you reading off a manual or do you know all this by heart? What? I said, do you know all this by heart or do you read off a manual? Okay. All right flashing glove [silence]
50:00
Speaker 2
I'm sorry. So... Yeah, well, I know this for like, I don't know, five years already.
50:00
Speaker 1
Okay, all purple. It says two one one seven. expected error. Okay. Okay. So under access router I do admin again. Oh my
51:00
Speaker 2
Okay. So you still have the connectivity page right? All right, so just click on add wireless write notes. Click it once. Or, okay. Try to refresh the page. Yes or the battery silent.
51:00
Speaker 1
Okay. Okay, now go to connectivity. Notes are up to date. Go under what? All right, now where do I go? Oh, right, that's right.
52:00
Speaker 2
Sure, you created earlier on the app. You should use it now. [silence] Do we go to? Or make sure you need to click on CA at the bottom.
52:00
Speaker 1
Okay. [silence] Now see a router setup. [silence] Now add child notes. [silence] Homework. [silence] Okay, I add ur. [silence] So I put apply. [silence] [Cough] [silence] After I do add wireless child notes, I just [silence]. Well. [silence] Okay. [Laughter] Oh. [silence] See they're clicking round. [silence] Oh one is still [silence].
53:00
Speaker 2
[silence] Yes, connectivity here, Roger set to. Uh, no, just leave the page after clicking. Uh, just yeah, that good, do not click anything on the page. And you just have to observe the behavior of the child nodes if the light awesome. So after five minutes, those nodes should have, [silence]
53:00
Speaker 1
Still purple, and the extender's still purple. Yeah, the one closest to the parent node is flashing red. Then the other two in the room are still purple. Do they do it one at a time? Is that what it is? Okay.
54:00
Speaker 2
Five minutes, those notes should have blue light. All right. All right, that's great. Yeah. Yeah. No, we're in the Philippines. Yeah. That was the the farther side. Yeah. Yeah. Okay. Yeah. Okay. Uh, supposedly it should do.
54:00
Speaker 1
I'm not doing anything. Can I unplug the one node, put that back, and put the other node closer to the parent node? So that - the - the
56:00
Speaker 2
[this is] the next node. But if it didn't, then you need to click on "Add Wireless Child Node" again. It's not. Sure.
56:00
Speaker 1
First child note is fine, right? That's good to go. Okay. Can I put it in a different room since this one's working? [silence] Hey. [silence]
57:00
Speaker 2
yeah you can already unplug it then plug it back to where it was before yeah you can [silence]
57:00
Speaker 1
It's still purple. So I'll move this. Number here. Should I add wireless child node again? Press that again or wait because it's blue. Well, no, it's blue. Well, now it's flashing now it's flashing blue because I just unplugged it and unplugged it and plugged it back in. Yeah. The one that I uh, oh no, not the one ever the the second node now I brought closer to the parent node.
58:00
Speaker 2
still steady red for those or [silence] yeah.
58:00
Speaker 1
Okay purple light now add wireless child mode. flashing red. It doesn't oh yeah. I'll show two notes. Okay. Yeah, they definitely needed to be near the parent node, like right next to it. Now it's one flashing red. Yeah, there's two nodes that are seen now on the app and now there's the second child node is next to the parent node and the extender is closer to the parent node and now they're both flashing red. Oh, now one solid blue. So the second node now is solid blue. But now I can Oh, no, it flashed. Um, still just Oh, yeah, it went red, okay.
59:00
Speaker 2
Right now, okay. Okay. All right. All right. Let's give them two more minutes. No.
61:00
Speaker 1
Okay, one is. Let me get out of the apps. It's not showing the third node. Let us. Okay, three nodes and I can unplug that. All right. The extender I think is solid blue. Oh, now it's black. Wait, no, no. It just went to red. All right. Another minute.
62:00
Speaker 2
okay. Did it reflect on the app? on okay.
63:00
Speaker 1
okay, it's blue and it says, let me get the D f a gain started over. Okay, so it's four devices, four nodes. That's my watch is offline. Why is that? Yeah. Uh, Oh, right. Okay.
64:00
Speaker 2
Uh huh. All right. I think you need to introduce the or that device to the new Wi-Fi
64:00
Speaker 1
OK. So that's it. Right? Oh, yeah. It could be extended to that. [silence]
65:00
Speaker 2
Actually, you just have to relocate the child node than the extender node.
65:00
Speaker 1
Okay, that one's blue it seems like, like fender. I mean, it says four nodes, so they're all on.
66:00
Speaker 2
that actually yeah it would take five minutes for those nodes to have a blue light once you [silence]
66:00
Speaker 1
All right. Let's see. The fire cow is blue. Yeah, that's working. Oh, the light's working. Yeah, they're all on. okay now what do I do yes yes that's it yay oh my gosh thank you so much thank you so much and be safe there in the Philippines I appreciate all your help thank you so much okay have a great day bye bye
67:00
Speaker 2
So we have blue light on all the nodes. if that is the case then that should be it. that should complete the whole setup. yeah and you know. you're very much welcome. to you as well. you're welcome. all right. to you as well.
68:00