V2 Rubric Detail — c1149596-6b27-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 15:09
Duration
15m 7s
Contact
Steven Oshaughnessy
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall89.3% (+27.3)

V2 Grader Summary

The agent successfully resolved a child node flashing red issue on an MX5500 by guiding the customer through a reset and 5-press pairing. However, a materially incorrect statement about the LED color (magenta instead of purple) constitutes a technical inaccuracy that undermines trust in the guidance. Despite this, the correct procedure was followed and the issue resolved, with strong call control and ownership demonstrated throughout.

V1 Case Analysis

Child node flashing red; performed hard reset and 5-press pairing; nodes now solid blue and online.

Troubleshooting Steps
  • Hard reset child node by holding reset button until LED turned off
  • Executed 5-press pairing on parent node
  • Verified that both child and parent LEDs are solid blue
Key Observations
  • Agent misidentified solid purple LED as 'magenta,' contradicting KB documentation (led_intelligent_mesh_consumer.md).
  • Customer used profanity at [11:00]; agent failed to acknowledge or de-escalate.
  • Agent did not verify warranty status or discuss support eligibility.
  • No case/ticket number was provided to the customer despite stating intent to do so.
  • Email address was captured correctly after initial confusion.
Positive Highlights
  • Correctly instructed hard reset procedure: hold reset until LED turns off (aligns with velop_child_node_setup.md).
  • Correctly used 5-press pairing method on parent node for MX5500 (supported model per KB).
  • Guided customer to place child node near parent before pairing, improving success likelihood.
  • Confirmed final LED status (solid blue) indicating successful reconnection.
  • Allowed sufficient wait time for nodes to stabilize after pairing.
Agent Errors / Gaps
  • Misidentified LED color as 'magenta' instead of solid purple (KB inaccuracy).
  • Failed to acknowledge or de-escalate customer frustration after profanity at [11:00].
  • Did not verify warranty status or discuss support eligibility.
  • Did not provide a case/ticket number to the customer despite stating intent to do so.
  • Did not confirm serial number correctly on first attempt; required repetition.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Agent confirms the child node is solid blue and explicitly states it is now connected and online, resolving the flashing red issue.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through reset of child node, 5-press on parent, and verifies LED states — all relevant, sequential steps for pairing failure.
R3 Met Correct resolution path conf 95%
For an in-warranty MX5500 with a child node connectivity issue, agent uses correct troubleshooting path (reset + 5-press) instead of escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies symptom (flashing red), asks diagnostic question (proximity), observes LED change (blue), and proceeds to targeted reset and re-pairing.
T2 Met Appropriate tools / resources used conf 90%
Issue is resolvable via LED observation and physical reset procedures; no additional tools (logs, remote access) were required or available for this scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly states that a solid magenta LED means successful reset; correct color for Intelligent Mesh reset completion is solid purple (per led_intelligent_mesh_consumer.md).
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control throughout, provides clear step-by-step guidance, and continues professionally despite customer's outburst.
C2 Met Confirmed understanding conf 90%
Agent uses simple language, checks understanding after each step, and adapts pacing to customer’s responses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all troubleshooting, and confirms resolution without transferring.
O2 Met Proactive follow-through conf 90%
Agent provides clear next step (relocate node) and offers ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remains calm and professional during customer’s profanity but does not acknowledge frustration or express empathy.
X2 Met Tone & rapport conf 90%
Agent matches customer’s pace, checks in frequently, and maintains engagement despite emotional spike.
X3 Met Overall experience conf 90%
Agent avoids unnecessary repetition, performs actions agent-side (guidance only), and resolves issue efficiently.
Call Transcript28 turns · 30 lines
Speaker 1
Good that's or good morning.
00:00
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 dot linksys dot com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [ silence ] Thank you for calling Linksys. This is Alex. How can I help you?
00:00
Speaker 1
It's: 43 K 10 M 2 A D 0 3 9 2 4. That's correct.
01:00
Speaker 2
Thank you, sir. May I have the serial number, please? It's K4387M, A2, DAVID 03924. Is that correct? [silence] Alright, sir.
01:00
Speaker 1
Yes.
02:00
Speaker 2
Yeah. Three, uh, the model of your Linksys router is MX 5500 and you have three of these. All right, and the parent node is working fine, it's just one of the child node that keeps flashing red? Or two of your child nodes? Uh, what do you mean yes? Uh, yes, two nodes are flashing red? Or just one node? So the parent node is okay, one of the child node is okay, just the other child node is flashing red. All right. Thank you sir. Uh, let me just create for us a record for you. May I have your name, sir? [silence] Alright, thank you. Steve? May I know who's your internet service provider?
02:00
Speaker 1
spectrum is Steve Oceanity five@gmail. Yep. I've done that.
04:00
Speaker 2
Sorry, and your email address? Okay. at email decorator. All right. Thank you, Steve. All right. Thank you, Steve. Okay. Um, let's, since your child node is still flashing red, can you bring that child node near to your parent node? The child node is now near your parent node. All right. Now what's the status of its life? Is it still flashing red?
04:00
Speaker 1
Yes. right. Let's see. Okay, it's gone to blue. It's just
05:00
Speaker 2
Okay, let's do a reset on the child node. Press and hold the reset button on the child node. Okay, press and hold. And once its light is off, you can let go. Is it blinking blue?
05:00
Speaker 1
Solid blue. Yeah, but now it's red again. [silence] flashing. Yeah, but I hit the, I hit the reset button, and I held it, and it stayed solid red, or blinking red, and then when I let go, it goes to the blue, but then it turns back to solid red, or flashing red. [silence]
06:00
Speaker 2
that's weird you did a reset on that and it turned to a solid blue alright OK is it a solid red or a flashing red let's wait okay okay okay uh steve [silence]
06:00
Speaker 1
Hi. Okay. My. Collapse. and it's, now. Go ahead. I did. Okay. I did that. And then it's now. Go ahead. I did.
07:00
Speaker 2
As I've mentioned before, Steve, you have to press and hold the reset button, and you have to hold onto it until its light is off. So, do not release, holding the reset button if its light is still blinking. Okay? So, let's do a reset again on your child node. So, press and hold the reset button. So, it's light. Okay, so its light should start blinking red. So, you just have to wait until its light is off, when there's no more light. Okay. So, once the light is off, you can let go. Okay. And then just wait for its light to come back on. When the light is back on it light will start blinking red and then
07:00
Speaker 1
Right. That's what it's doing. Okay. Okay. [silence][silence]
08:00
Speaker 2
it will first start to blink blue and that's a normal... okay that's a normal routine. It's booting up. So let's just wait for its light to stay solid, okay?
08:00
Speaker 1
[silence] solid magenta. Oh great. Okay. Okay, I did that.
09:00
Speaker 2
Jeep Cherokee. all right. If it's showing a solid magenta. This means it was properly reset. Now, I need you, I need you Steve to go to the parent node, press the parent node reset button five times within five seconds. Okay. So once you press five times, on the parent node. uh, it should start blinking.
09:00
Speaker 1
[silence]
10:00
Speaker 2
the parent node lights it start blinking and then it will turn back to a solid blue light. Did your parent node reacts like that? Okay, that's good. Now check on your child node because your child node should also start blinking. Okay, that's good. It means it's responding to your parent node. So we'll just have to wait for it to turn solid blue. Okay, that's fine. uh it's still not finished. We just have to wait for it to turn stuff It's still configuring itself.
10:00
Speaker 1
Great. [silence] It's still [silence] What the fuck did you say? What the fuck did you say? [silence] What the [silence] [unintelligible] Should do something on your phone.
11:00
Speaker 2
I'm listening. So, what's the status now of your child nodes? [silence]
11:00
Speaker 1
Is yeah, it is. Um, oh, they're turned to, uh, solid blue, both of them.
12:00
Speaker 2
And the parent node light, is it back to a solid blue? The parent node? Okay. Okay, that's good. So, your child node now is configured and added to your parent nodes since it turns solid blue.
12:00
Speaker 1
Yeah, it'll turn from solid blue to solid red. [silence] Yep. [silence] Great. [silence] It did, it just turned back to solid blue. Everything's good, thank you very much.
13:00
Speaker 2
Yeah, let's just wait, because sometimes uh there's an interference or interruption on your internet and the light of your child node will have some changes, but, you don't have to worry because your child node, when it turns solid blue, it's already connected and online. It's already added to your parent node. So, we just have to wait, uh, it slide will turn back to a solid blue. All right, so that's good. So, we have now added your child node. Uh, you can then relocate that child node back to where you place it. So, everything's good now, Steve? You're welcome. Thank you also for calling links, Steve. And in case you have issues again, I'll provide you your ticket number.
13:00
Speaker 1
Right. Hold on one second. Okay. LT. Go ahead. All right. Yeah. Thank you very much. [silence] Great.
14:00
Speaker 2
don't forget that you can use it as a Have a good day. Goodbye. Thanks. Bye.
14:00