V2 Rubric Detail — be1c94a0-6b46-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:51
Duration
44m 25s
Contact
Jennifer Viga
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133960
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect information: agent directed customer to 'link.txt.com' (non-existent URL) and falsely claimed cloud access was removed, which constitutes a critical accuracy failure under rubric.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent achieved a successful resolution by restoring all three mesh nodes (R1 Met) and demonstrated ownership (O1 Met). However, technical inaccuracies — including a fabricated URL and false claim about cloud deprecation — trigger an auto-zero. Troubleshooting was incomplete (R2, T1 Partially Met), tools were underutilized (T2 Not Met), and customer effort was high due to poor communication clarity (X3 Not Met).

V1 Case Analysis

Customer's three-node Velop mesh had two extenders offline (red/blinking lights). Agent guided power cycles, 5-press reset on parent node, and repositioning. All nodes now solid white with internet restored. No model/serial/warranty verification performed.

Troubleshooting Steps
  • Power-cycled primary node and extenders
  • Instructed placement of extenders within 5 ft of parent node
  • Performed 5-press reset on parent node
  • Guided customer to check LED status and attempt local web UI access
Key Observations
  • Agent never confirmed product model number despite multiple opportunities
  • Provided factually incorrect information: claimed Linksys app was deprecated and instructed to use 'link.txt.com'
  • Failed to verify internet connectivity at the modem before troubleshooting the mesh
  • Gave inaccurate LED color interpretation (implied solid white means online for all models, but KB states solid blue for most Velop models)
  • Did not verify warranty status or collect serial number for case documentation despite customer providing it
Positive Highlights
  • Persisted through multiple power cycles and resets until the mesh stabilized
  • Maintained a polite and patient tone despite customer confusion and frustration
  • Successfully guided customer to a working state without escalation
Agent Errors / Gaps
  • Did not collect or verify product model number
  • Provided incorrect URL: told customer to go to 'link.txt.com' instead of http://192.168.1.1 or http://myrouter.local
  • Falsely claimed the Linksys app is no longer supported, contradicting KB guidance
  • Failed to verify WAN/internet status at the modem before troubleshooting the mesh system
  • Gave inaccurate LED color interpretation for Velop models
  • Did not verify serial number or warranty status despite customer offering it
  • Gave contradictory reset instructions (first reset child nodes, then parent without confirming topology)

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'I can't thank you enough... the third node that I haven't used in over a year is working' — confirms full resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided power cycling and 5-press reset, but skipped key diagnostics like modem test, firmware check, or model identification.
R3 Met Correct resolution path conf 90%
Agent correctly pursued local troubleshooting for a mesh connectivity issue rather than escalating or dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified red/blinking lights as symptoms but did not ask about ISP, connection type, or perform WAN isolation steps.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any tools (e.g., check web UI at 192.168.1.1) despite customer being able to access devices; relied solely on verbal LED interpretation.
T3 Not Met No misinformation conf 95%
Agent said 'go to link.txt.com' (non-existent URL) and falsely claimed 'the cloud access for your Linksys was removed' — both materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had fragmented instructions, unclear timing ('one minute more'), and long unexplained silences.
C2 Partially Met Confirmed understanding conf 75%
Used terms like 'solid white' and 'blinking white' without confirming understanding; did not simplify when customer expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the line throughout, took ownership, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 80%
Agent told customer to 'check if you have internet now' but set no follow-up plan or timeline for verification.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
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 85%
Agent remained professional but never acknowledged customer frustration or repeated effort; closed with 'you're always welcomegeneric'.
X2 Partially Met Tone & rapport conf 80%
Agent continued with technical pacing despite customer confusion and repetition; did not adjust tone or check comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated light status multiple times due to unclear instructions; agent made customer perform all steps without streamlining.
Call Transcript75 turns · 82 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options.
00:00
Speaker 1
Yes. I have a router system. It did have two modules after the primary unit, one of them stopped working a while ago, but I'm just wondering if the modem part is is working now. It has the light on it like it always does, but I'm I'm having trouble connecting and I called my internet provider and they said everything's okay. Okay. Uhm mm. If I give you the serial number, can you tell me if you show that it's working? Okay. It's five eight W, as in work. 10, Mary, two eight, B as in dog, zero 3992.
01:00
Speaker 2
s inside are disconnected. That only means your Internet is working from your Internet service provider. It's only the linksys that is having a problem. You can tell me first what's the serial number. Okay, let me just check this one. One second. When it's working, the light should be solid white.
02:00
Speaker 1
[silence] [silence] It's white. [silence] [silence] About train, that's in another room. [silence] No, that one is red. [silence] [silence] [silence] Wait a minute, wait a minute. This one. [silence] [silence] [silence] It's the one in my bed.
03:00
Speaker 2
Okay, that means it's disconnected, that means to be added. So unplug that one and check the last extender, if it's also solid red. I'll help you how to add. But you need to
03:00
Speaker 1
What do I do? Unplug that one? Wait a minute. I'm bringing it over there. Oh. The main one is still white.
04:00
Speaker 2
Yes please Kinda unplug that and bring it over right next to the main node within 5 feet The main one that is working fine It needs to be powered on there for the meantime Because it's like this having a red light meaning it's offline. So we have to add it back and it should be plugged in right beside the main ones. You can check the last tower the last extender node if it's solid red as well [silence] Which [silence] means it's working and we just need to add this to extenders. That's the reason why you're [silence] having problem with your.
04:00
Speaker 1
well, it's not even working there, but you, you, I have to plug this one in by the other one. What what does it need to be connected to electricity? Does it need to be connected to that's what I was asking. Hold on.
05:00
Speaker 2
advices because your Wi-Fi is not being extended anymore given that your extenders are offline so your internet will be limited only on the solid white node area that specific area only so yes you just need to power it on no need to physically connect that extender to the main one that is solid white you just need to power it on it needs to be powered on so it must be I mean it's it should be plug into the outlet take your time I'll just stay
05:00
Speaker 1
Okay, it's plugged in. Hello? It's it was blue. And it's, um,
06:00
Speaker 2
All right, thank you. And how about the last extender? What's the light status for that?
06:00
Speaker 1
slowly flashing blue, what does that mean? [silence] It's still blue.
07:00
Speaker 2
It's rebooting. Let me, know what's the light, behavior after the solid blue light. After the blinking blue light, OK,
07:00
Speaker 1
I'm sorry. Um No, it's still kind of flashing. Yeah, very slowly flashing. Um Yeah, very slowly. Um Um
08:00
Speaker 2
OK, study blue?
08:00
Speaker 1
Well, I've only been using the one extender because I have, no, no, I do have three, but the other one stopped working and I didn't, I couldn't get a hold of you guys. I don't know why. So I never did anything with that one.
09:00
Speaker 2
how was it did you see the I mean the third node or the last extender was it steady blue ah okay so you only have two nodes one domain one and this oh okay all right so yeah since you have me on the line right now we can fix everything
09:00
Speaker 1
We can fix that one too? Ma'am, we can fix... we can fix that one too? OK, the serial number I gave you was for the main one. Oh, are they? I don't know. No, I think the last four digits on each of them is different. It's still blue, but flashing very slowly. [silence]
10:00
Speaker 2
For the links, what the model number?
10:00
Speaker 1
Very slowly. You would think it was solid. [laughs] It has to be solid blue? Well, it's not. I'm sorry. It is no, it is. [inhales] It looks like it. It looks like it's solid blue, but you can see it's like like pulsating, right. [barking] Do you want me to plug the other one in.
11:00
Speaker 2
uh has still, uh is it still, uh is it still uh I'm good, the done. Uh pulsating. Okay.
11:00
Speaker 1
and two five feet, yeah, they're on top of each other. Wait a minute. Wait, I did didn't plug this one in yet. This one's within five feet of it and no light comes on. nothing comes on. Even what? Okay, wait. I just hit the button. Okay,
12:00
Speaker 2
Yes nearby, still within that. Okay, so the parent that is solid white, and these two child nodes. Even the switch underneath? You mean to say it's not turning on?
12:00
Speaker 1
Um, this one is blue, solid blue. It's not, oh, it just went out. Now it's... Now it's kind of pulsating. The other one is still kind of pulsating. How long does that take? [silence] still showing that my internet speed is one and a half Mbps. No, now it's red. Now it's red. The other one is solid blue. So did this one die on me? The light is now red.
13:00
Speaker 2
[silence] Uh huh, yeah. The childhoods are not online yet. So, is it back to solid blue? Not really. What's the light status again on top? Okay. You may now. [silence]
15:00
Speaker 1
okay, the light's off. now it just turned blue. and it's solid blue now, I think. no, it just went out.
16:00
Speaker 2
Now preset and hold the reset button and only let go when the light is off on top.
16:00
Speaker 1
now it's flashing blue. The second node is solid blue. Does that mean that one is working now? [silence] No, now one, one is blue and it's like pulsing and the other one is solid blue.
17:00
Speaker 2
No, solid blue light means it's ready to be connected. We're just waiting for the both, uh Wi-Fi names there, where it will, it will show up as French, I mean, that will show up the secondary one that should be solid blue let's just call it extender, so you're not too confused, and then the main one is online, solid white, so for those extender would see light status aside from the soloid red one, how about the other one? [silence] Okay? And just to verify, you have their 30 page contract? Mm-hmm.
17:00
Speaker 1
I have what? I have what? two extenders and one main one. [silence] five times.
19:00
Speaker 2
in total, right? Do you have three? Aside from these two extenders? Uh-huh. Okay. All right. So go to the main one now. That is working fine. And press its reset button five times. uh-huh.
19:00
Speaker 1
Okay. Okay. Now it's... blinking white. Is that what it's supposed to be doing?
20:00
Speaker 2
Mm-hmm. when it's trying to bear. [silence] when it's trying to bear.
20:00
Speaker 1
Yeah, it's blinking white. And the other two are blinking white. Is that what's supposed to be happening? Am I able to pull up, what, the Linksys app?
21:00
Speaker 2
Mm-hmm. Yes, it's normal. I was able to pull up an account here, by the way, under J N I C H O L . s I mean s49 at pampa Bay my R.com. Is this for Matt? This is for your account record. No need for the links this app, actually. Just to complete your record, I need your first name.
21:00
Speaker 1
My first name is Jennifer. and the last name is Vieira. But I can't connect to the app because I can't seem to connect to anything. Is that because of the router? I need to log in locally. What does that mean? Go to link.txt.com. [silence]
22:00
Speaker 2
Okay, thank you. It's cuz Linksys app is no longer, the cloud access for your Linksys was removed. The reason why the app will no longer work. You need to login locally instead for you to change the password. [silence] Not Linksys.com but
22:00
Speaker 1
Uh, wait a minute, wait a minute, I gotta write this down. Okay, what do I do? [silence] No, it's still flashing white. [silence]
23:00
Speaker 2
1 9 2 dot 1 6 8 dot 1 dot 1. So if you wish to access the settings of the router, the numbers that I gave you, it will route you to the web UI interface of your linksys router. Right now let's just make sure that it's successfully added. Is it solid white now on top?
23:00
Speaker 1
every all of them are flashing white is that normal [silence] this could take an hour [silence] yes spectrum oh no now it's solid the main
24:00
Speaker 2
That's normal. No, worries. That's still pairing mode. We'll just wait for an hour--I mean, just one minute more. No, one minute--only one minute, since they're blinking white, including the main node. Is it blinking white? What's the light status? Okay. Yeah, that means the parent or the main node is still pairing those child nodes. They're still in pairing mode. With your internet provider again. What's your status? Was it fine yesterday? Different internet provider? Well, I'll try to find a way. The only thing that's abnormal--do you understand where the problem is? If they're uncontrollable, do you think that your main node will upload online there, or... Creates a new problem,
24:00
Speaker 1
my MODEM is solid. That extender, both extenders are still blinking. What does that mean? My carrier is spectrum. The extenders are blinking white. And then what happens?
25:00
Speaker 2
Mm-hmm. It yet still pairing. Oh, thank you. Blinking white, is that the light status? Okay. I'll set the timer here for another one minute. It should have a solid white light on top. It should not blink anymore.
25:00
Speaker 1
The extenders. Yes, to uh oh, yeah, that one's if Yeah, there's still blinking very little very No, I don't know what you're talking about. Ethernet.
26:00
Speaker 2
Yeah, just the extenders. Two extenders, right? Are blinking white till now. Uh, do you have extra ethernet cable or an ethernet cable, like an ethernet cord? If you have extra ethernet cable, like the one that is hardwired to your main node directly to the modem.
26:00
Speaker 1
do I have extra Noah um yeah very slowly switch both of them off is that what you said okay okay
27:00
Speaker 2
Our time is up, but... Okay. The extender is nearby. Is it still flashing white? Okay. Uh-huh. And it's beyond the threshold. It's beyond the... the time already. I mean, it's beyond three minutes. Just switch it off each of your extender. There's a switch underneath. Switch it off. Yes. Yes. Both.
27:00
Speaker 1
now what switch the main node off to okay okay blue light [silence] and a bug switch the macro switch off now switch the comma syndrome on [silence] [silence] so your product has started work to stop the program you can [silence] [silence] for a while and resume yes so going for time and then [silence] [silence]
28:00
Speaker 2
And do the same thing to the main note, turn it off as well. Turn it, turn it back on just the main note only. And wait until this main note will have a steady white light before we will turn on the two extenderies.
28:00
Speaker 1
No, not yet. No, it's solid blue. No, it's flashing blue. Even though [silence]
29:00
Speaker 2
you might have a steady white light turn on now the two child nodes both okay that should have a steady white light now okay
29:00
Speaker 1
Oh, so then oh now the now the note now the the the um the main one is white so turn on the two child nodes turn them on okay they're blew up oh now the main one went to read and the two extenders are Blinking-Blew
30:00
Speaker 2
uh huh. yeah, you can turn on now the two extenders. yes, you can. yes, both. that's okay to blow it up white anytime. For now, turn on I mean just monitored light status of the Vez two extend rays. i'm turning it on.
30:00
Speaker 1
I think my Linksys system is dead. [silence] Okay, the the main one turned white.
31:00
Speaker 2
from time to right here for us to know if it's connecting or not. Not really just the extenders actually that is not working temporarily. Yeah.
31:00
Speaker 1
The main one is solid white, and the two nodes are a blinking blue. No, they both went to red now. They're both blinking red.
32:00
Speaker 2
still blinking white [silence] it's still blinking white the [silence]
32:00
Speaker 1
They're both red. They're still blinking red. [silence]
33:00
Speaker 2
All right. Yeah, timer is up here. Now the dwell should have a solid white light on top. What's the countdown? Uh huh. Okay, it should light up blue after we'll see. Okay.
33:00
Speaker 1
Oh, now they both, um, one turned white. I had, oh no, that just turned white too. So now all three of them are white. [silence] No, they're all solid white.
34:00
Speaker 2
it's already beyond the timer. [silence] still flashing. Okay, good. So I'll just stay on the line. You can now unplug this two extenders and power it on back to their original locations.
34:00
Speaker 1
Okay, hold on. Oh, no. Oh, I unplugged the main one by mistake. Oh, no, I didn't. No, I didn't. Yes, I did. I unplugged it. Just plug it back in. Okay. I'm sorry. Turn blue. Yeah, but I accidentally unplugged. I accidentally unplugged the main node. Is that is is that going to screw everything up? [silence] Yes, accidentally. [silence] What? What? Don't on on shut off the other two? I just moved them.
35:00
Speaker 2
My email address is already Jenny. So what was that about? You can relocate the six. The extenders now. They're both connected to the main node. So you cannot just hit. You already had it. Including the main node. Do you unplug it? Okay. When turning it back on, make sure it's only the link that is powered on. And then.
36:00
Speaker 1
M no need for what? Wait a minute. Yeah, but now the main node is red. It's not blinking, it's solid red. [silence] That's good. [silence] Oh, I wish you were here. [silence] I don't know. [silence] I'm assuming. [silence] I'll just leave a message on your answering. [silence] Uh, we [silence] I think the physical server just around here somewhere is having problems. I haven't turned it off yet, but I'm waiting for everyone to save their work. Then I'll turn it down. But I think someone should, uh, you should know of it.
37:00
Speaker 2
No need, no need. As per, uh, as for your question, it it would that will would go up, no, it will not. That way it will all be empty everything on that will come back, correspond and then all of that works, so long as that. But moving forward, no need to unplug the main node, uh, not unless if, um, from, I mean, not unless if there's a problem with the internet connection, so you can unplug that main node. Earlier, everything was already okay. If online, solid white, uh, supposed to be. Um, same thing, Jenny, it will lit up, uh, white any second. Yeah, it will lead up wide after. We'll just wait for may know. They still red? Okay, yeah, timer is up, but it stays red, you know what we need to do again a boot up a sequence.
37:00
Speaker 1
Wait a minute, wait a minute. The light went, the light went out. Now it's, now it's blinking white. Oh no, it's solid white now. Let me see. Yes.
39:00
Speaker 2
Okay. Check if you have internet now, Jen, using any of your device. So visit any website. Okay. You can now check the email. Okay.
39:00
Speaker 1
I can't thank you enough. I'm very happy that I'm very happy you were able to do this for me, because now, even the the the third node that I haven't used in over a year is working. I didn't. Okay, so now how do I go online to check the um, the status of the nodes? Uh, I have my iPhone. [silence] Yes.
41:00
Speaker 2
You're always welcomegeneric. Okay. You need to log in locally if that's the case. Do you have a computer? I just iPhone because Linus's app is no longer working for your Linus device. You can log in locally to it but not account. You still have the app installed to your phone.
41:00
Speaker 1
It says getting router settings. Okay, wait a minute, I've got to find my password now.
42:00
Speaker 2
Okay, try to open it.
42:00
Speaker 1
Okay. Now,now it says looks like your email and password don't match. Do router password. Okay. What is my router password? [silence]
43:00
Speaker 2
I thought I said the email will no longer work. Can I tap the option below instead for local access, click here or for router password, click here. That's okay. Yes. Try admin
43:00
Speaker 1
incorrect password. Wait a minute, I think I saw another password. Wait, let me check. Remote manager. [silence]
44:00
Speaker 2
all small letters, all small letters, ADMIN, that means you've changed it before. not remote manager.
44:00