Call Detail: c24f7678-7adc-11f1-a

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Call Start

2026-07-08 14:53

Duration

16m 11s

Contact

Kirk Rogers

Issue Type

WiFi Connectivity

V2 Outcome

Partial Resolution

V2 Band

Developing

Agent & Case Context

Agent

Trecia Malunjao

HappyFox Case

#LTS00136350

Support Country

United States

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution2.00/5

Accuracy3.00/5

Communication3.00/5

Protocol2.00/5

Efficiency3.00/5

Overall2.8/5

V2 Rubric Scores

Resolution4.06/5

Technical5.00/5

Communication3.75/5

Ownership4.00/5

Escalation0.00/5

Customer Exp2.50/5

Overall72.6% (+16.6)

V2 Grader Summary

The agent correctly applied technical procedures from the KB, including the factory reset, 5-press method, and firmware verification. While the technical accuracy was high, the node ultimately returned to a solid red state, indicating a hardware fault that should have led to an RMA or escalation. Because the agent provided correct guidance but failed to provide a final resolution path, the outcome is a partial resolution.

V1 Case Analysis

Customer reported a Velop child node repeatedly showing red/blinking and not staying connected. Performed node reset, 5‑press on parent, verified firmware is up‑to‑date, and advised to let the node sit for an hour before relocating.

Troubleshooting Steps

Node reset via reset button hold
5‑press pairing on the parent node
Checked firmware versions via Lynx app

Key Observations

Agent never obtained the exact model number, limiting targeted guidance.
No warranty or support‑eligibility discussion was performed.
The 5‑press method was used without confirming the node’s mesh generation; may be inappropriate for Cognitive Mesh devices.
Agent gave a vague “wait an hour” recommendation without a concrete verification step.

Positive Highlights

Polite and patient tone throughout the call.
Correctly instructed the customer on how to perform a hardware reset.
Verified that all nodes were running the latest firmware.
Used the Lynx app to gather node status information.

Agent Errors / Gaps

Did not ask for or record the product model number.
Did not verify whether the 5‑press method was appropriate for the specific node generation.
No warranty status check or eligibility discussion.
Did not set a clear follow‑up or escalation path after the issue remained unresolved.

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 95%

The node briefly turned solid white but reverted to solid red; no confirmed resolution was achieved despite troubleshooting steps.

R2 Met Diagnostic thoroughness conf 90%

Agent guided through reset, 5-press, firmware verification, and app-based status check — a logical sequence aligned with KB for node connectivity issues.

R3 Met Correct resolution path conf 90%

Agent pursued best-effort troubleshooting appropriate for likely hardware fault, did not dismiss issue, and advised observation period consistent with support policy.

Technical Accuracy

T1 Met Technically accurate info conf 95%

Identified solid red LED as symptom, asked about reset history, used 5-press and firmware check to isolate issue — logical diagnostic progression.

T2 Met Appropriate tools / resources used conf 90%

Correctly used the Linksys app to verify node status and firmware versions across devices — appropriate tool for mesh system health check.

T3 Met No misinformation conf 95%

Guided correct reset procedure (hold until light turns off/solid), 5-press method on parent node, and firmware verification — all consistent with KB documentation for Intelligent Mesh nodes.

Communication

C1 Partially Met Clear & professional language conf 85%

Call had multiple silences and unclear transitions; agent did not summarize progress or set clear expectations after each step.

C2 Met Confirmed understanding conf 90%

Used plain language, confirmed understanding (e.g., 'let me know once it turns solid blue'), and adapted to customer’s pace.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent remained on the call, did not transfer, and followed through on troubleshooting steps without deflecting responsibility.

O2 Partially Met Proactive follow-through conf 80%

Advised customer to observe node for an hour but did not schedule follow-up, confirm next contact point, or provide timeline for resolution.

O3 Not Applicable Closure confirmation conf 90%

No prior case history was referenced or available in transcript; this appears to be a new contact on the issue.

Escalation Judgment

E1 Not Met Correct escalation decision conf 90%

Node remained solid red after full troubleshooting — a confirmed hardware fault should have triggered escalation or RMA discussion.

E2 Not Applicable Escalation prep & handoff conf 90%

No escalation was performed, so execution cannot be assessed.

Customer Experience

X1 Partially Met Customer effort minimised conf 80%

Agent was polite but did not explicitly acknowledge customer’s frustration or repeated effort from prior calls.

X2 Partially Met Tone & rapport conf 80%

Maintained neutral tone but did not adjust communication style to customer’s growing confusion and irritation when node failed again.

X3 Partially Met Overall experience conf 80%

Customer had to repeat physical steps (reset, 5-press) and wait an indefinite time; agent could have expedited with stronger diagnostics or escalation.

Call Transcript28 turns · 29 lines

Speaker 1

Hello, I called you guys maybe a little while, like, a couple of months ago, because I had one of my nodes is not working. And it's doing it again. Let me see, I have that, I have that here. Hold on. I was prepared this time. The model number is [silence]