V2 Rubric Detail — c4ee315a-65cc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:35
Duration
32m 39s
Contact
Linston Starks
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00133253
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Access Linksys App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership3.57/5
Escalation0.00/5
Customer Exp1.79/5
Overall31.2% (+11.2)

V2 Grader Summary

The agent conducted basic resets and pairing but provided materially incorrect technical information—claiming solid red LEDs indicate success, contrary to KB documentation. Critical diagnostic steps were skipped, no tools were used, and a warranted escalation was not made despite persistent hardware-like symptoms. The issue remained unresolved, resulting in a partial resolution outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call with both nodes showing solid red and app issues unresolved; agent incorrectly claims red is normal and configuration successful.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed resets and 5-press pairing but skipped critical steps like checking WAN cable integrity and verifying internet via direct modem connection.
R3 Not Met Correct resolution path conf 94%
Agent failed to recognize persistent red LED as a hardware or configuration fault; incorrectly suggested bridge mode without confirming double NAT, leading to misdiagnosis.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified node disconnections and performed reset steps but did not logically isolate source (e.g., no modem test, no cable check) before proceeding.
T2 Not Met Appropriate tools / resources used conf 97%
No use of admin dashboard, speed test, or remote tools; relied solely on customer-reported LED states despite KB requiring direct verification methods.
T3 Not Met No misinformation conf 99%
Agent stated solid red is 'normal' and means successful configuration—directly contradicts KB: solid red = no internet or hardware fault (led_intelligent_mesh_consumer.md).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but used vague prompts like 'let’s just wait' and failed to set clear expectations about outcomes or timelines.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms without simplification; customer repeated questions multiple times indicating lack of clarity in communication.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed troubleshooting steps, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested using the app to manage Wi-Fi but gave no timeline or follow-up plan; customer left unsure how to proceed.
O3 Partially Met Closure confirmation conf 83%
Agent acknowledged prior contact but did not reference previous troubleshooting attempts or outcomes from earlier calls.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Persistent red LEDs after full reset and failed pairing meet documented escalation triggers (e.g., universal_mesh_full_rebuild.md); agent failed to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but showed minimal empathy for repeated failures; no acknowledgment of customer frustration or history beyond surface level.
X2 Partially Met Tone & rapport conf 84%
Agent responded to customer input but maintained same pace and tone despite confusion; customer had to repeat information multiple times.
X3 Not Met Overall experience conf 95%
Customer repeated resets and performed steps that could have been avoided with clearer guidance; agent introduced bridge mode unnecessarily, increasing effort.
Call Transcript60 turns · 62 lines
Speaker 1
[silence] Yes, my name's uh Linton Starks. I'm trying to uh [silence] my um nodes, they keep popping off line and um yes I'm my nodes keep popping off line and I'm trying to fig out why
00:00
Speaker 2
Welcome to links. Is 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 links.com. Please have your device serial number ready. For assistance, press one now. For please have your device 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. Thank you for calling links. This is I is out to how you do it. Hello. [silence]
00:00
Speaker 1
they keep coming offline yes they won't connect uh i've called before but this same problem so uh same phone number yes
01:00
Speaker 2
Okay spread your voice please out sometimes so your note that disconnected right can you provide me the see the serial number of your a use all right let me check the same number you is yes all right see it
01:00
Speaker 1
Correct. Correct. And we got them set up but we had a power outage and the power went off and they won't reset for some reason.
02:00
Speaker 2
Spartacus model MX 6200, so um your first I mean your record here shows a T R E E, and the last one is you want to set up your MX 6200
02:00
Speaker 1
We got it finally finished, but- right now, I'm- I'm you- I unplugged it from the modem. And... no. We don't have a pile. No. We don't have a power outage now. Yes, that's what I said. Red. Solid red. Yeah. You need to bring it near? Okay, the- it just went- it's blinking white.
03:00
Speaker 2
I'm not able to finish the setup process.
03:00
Speaker 1
Now it's blinking red. It turned white and then it turned back red. You said the the uh parent node is red. It turned white and then it turned back red. It's blinking white. Okay. Okay. Thank you.
04:00
Speaker 2
So the parent node, child not. So if it's blink white only, then it means, uh, somehow, uh, the transmission of data from your modem to your parent node had an interference. So you don't have a power outage, but do you have, um, internet service interruption? [silence]
04:00
Speaker 1
No. No, no. No internet interruptions. OK. Okay, so the parent node, press and hold the reset button. Okay, OK, all right. Just the parent node, not the child node.
05:00
Speaker 2
your Internet provider because it could be the reason why. All right. Let us do,eh reset on your parent node. Press and hold the reset button on your parent node. Once the press and hold, the reset button of your parent node. Once the light is off, you can release holding the reset pad. The light is off. You can let go. [silence]
05:00
Speaker 1
But also prison time. Oh, D. OK, reset. Lowe's. Yeah, I did that. Yeah, I did that. I'm both of them. And they're blinking green. Yeah.
06:00
Speaker 2
Oh, we'll also do a reset on your child node. Let's start first with your parent node. Once you press and hold the reset button and it's like went off, you can let go. Then do a reset also on your child node. So press and hold the reset button. Once the light is off, let go. Mhm. So it's alright. So it's light, it's turn back on. It will start to blink. Glue.
06:00
Speaker 1
That's what it's doing. OK, it's still blinking blue, both of them. Do you blink in blue? Still blinking blue. OK, the parent node is solid blue, and the child node is still blinking blue.
07:00
Speaker 2
A radiation export. So let's just wait.
07:00
Speaker 1
It says, when I open up the. [silence] links is saying to look at it. it comes up and then okay, got you. Let's see. Yep, says developing setup.
08:00
Speaker 2
[KEEP_UNCERTAIN] Okay, so since the parent node is solid blue, it means it's properly reset. So, on your phone, can you check the default Wi-Fi name of your parent node if it is shown on the list of available network names on your Wi-Fi settings? No, not the access point. Uh your phone's or go to your phone's Wi-Fi settings. Check if the Wi-Fi name of your parent node, developer setup, something like that. okay? So, since it is broadcast on your Wi-Fi, then it means your parent node is properly reset. Now, what's the status light of your child node? okay. Let's do the five press method so that we could uh easily or quickly set up your nodes. Press the reset button on your parent node five times. once you're done, pressing the reset button five times, let's wait for its light to turn solid white.
08:00
Speaker 1
Okay, still blinking parent node is blinking white. [silence] Yes, blinking. Okay, parent node still blinking solid white. [silence] I mean blinking white. [silence] So I mean the no, the parent node is
10:00
Speaker 2
So the parent node should start blinking once it turns solid white, your child node should also start blinking. All right. Since it's solid white, it's already configured successfully. Let's just wait for your child node. Does it light started blinking? [silence] Does it start blinking?
10:00
Speaker 1
still blink and white. It's not solid. It's not, uh, mushable. [silence] Blinking white, parent node. Now the child node is blink, is blink and white, right, correct. [silence]
11:00
Speaker 2
oh. so it hasn't yet turned solid red. okay, let's just wait for the child node. is also blinking, right? BlinkStone, the child nodes light is also blinking now. Okay. Okay, that's good. Uh, it means the child nodes and parent nodes are talking to each other. So, let's just hope that they turn solid white.
11:00
Speaker 1
still blinking, white, the, child node is a solid white, and the parent node is still blinking white. Okay. Okay. Okay.
14:00
Speaker 2
Okay. So, it's already good that your child node turns a solid white. It means it's already configured successfully and added to your parent node. Your parent node should also turn solid white.
14:00
Speaker 1
okay. [silence] Well, [silence] the Child node is now red [silence] and the parent node is red. [silence] Solid red. [silence] Both of them. Correct, both of them, parent and child. Are you ready?
15:00
Speaker 2
Since your child node already turned solid red, so it means all, your two nodes are now configured successfully. Yes, all right. So your parent node just went to solid red. Yes, um, that's normal for your child node also to, turn red, because your child node relies on your parent node. So once your parent node disconnected, uh, automatically your child node will be disconnected too. So, let's verify if there is an internet, uh, coming from your modem. Do you have a desktop computer
15:00
Speaker 1
Yes, I'm, I don't have a computer. I don't have a computer, I just have my phone. I'm in rental property, so it's, it's a rental property. But I don't have a laptop or anything else. But I'm, yes, I can verify it based on I'm in the house and the modem does have the internet. The modem is working. It's a, it is a yeah modem on.
16:00
Speaker 2
so that we can connect to your modem comcast modem so that we can verify your connection if there is an internet coming to your modem. So how do you confirm that your modem has internet? Is your modem a router modem type?
16:00
Speaker 1
it's a first going to to demand on and I can connect to it from on right I'm I can connect to it on my phone the network that's on the modem on it connects and I can get on the internet and do whatever I need to do. yes to my modem's internet Wi-Fi. Yes. and the light on my [Brian] Brow go ahead [Brian] yes
17:00
Speaker 2
Xfinity, it's, so your phone is connected to your modem. Mm-hmm. You mentioned that your modem is, you mentioned that your modem is Xfinity, it's not Comcast. I mean, Comcast is it's the same Comcast Xfinity, right? So, so since your phone was able to connect to your Wi-Fi, then it could only mean that,
17:00
Speaker 1
Yes, they are. Yes, it's on there. And that port, and it's on the port to and on the modem. [silence]
18:00
Speaker 2
if your... it's the connections of your nodes to your modem may not be losing them. Can you check on the physical cable connection if they're properly plugged? And you make sure that it's on the internet port. Right. Can they... Can you... uh... Turn off and on your parent node. Your parent node, turn it off.
18:00
Speaker 1
Okay. Okay. Okay. parent node is blinking blue. [silence]
19:00
Speaker 2
the power switch and turn it back on. [silence] [silence] [silence]
19:00
Speaker 1
Moses is blinking blue. Okay.
20:00
Speaker 2
power switch of your parent node and turn it back on. So what's the light status now of your parent? So that's normal. That's the normal routine of a node when it is turned off and turned back on, it will start to blink blue, because it's booting up.
20:00
Speaker 1
Okay, he's following the red, I cannot because the people that live here are working at home, correct. [silence]
21:00
Speaker 2
I see all right then may I just confirm Linston you're the cable that's connecting your parent node to your modem? Uh it's connected to the internet part of your parent node correct. And the other end of the cable
21:00
Speaker 1
on point four, one on point four. I moved it from port one and port two. And I've been moving it around. Okay, the parent mode is solid white now. Okay. I That part I understand. Just to give you a little bit of background about myself. [silence]
22:00
Speaker 2
is connected to your modem. Uh, what port is it on your modem? Is it Port one, Port two? Port four. Okay. Okay, can you try to, uh, transfer it to Port one? So, one end of your internet cable must be plugged into the Internet port of your parent node and the other end of the cable must be plugged in to your modem's Port one
22:00
Speaker 1
I have two degrees in electronics and networking. I've, this, can you? I said, can you hear me? I, I understand how the network work because I have a degree in electronics and networking, so, I'm plugging them in and fixing them. I'm good at it. Now, right now, both nodes, well, both nodes were solid white, and then the the child node turns solid red, and the parent node is solid white. Okay. Okay. Okay, now.
23:00
Speaker 2
[silence] [ silence ] Mhm. [ silence ] You're? [ silence ] Got node. [ silence ] So you're getter again can you turn off its power switch? [ silence ] Turn it back.
23:00
Speaker 1
Both nodes are solid white. Okay. OK, all right. But they still have that the V-E-L-O-P setup on them. I don't see the names that I gave them. So, I'm assuming that I've got to redo their names again since we've reset them.
24:00
Speaker 2
Okay, that's good. So they're now connected and online. They are successfully configured. I think it's maybe the transmission of data from your modem to your parent node. Sometimes there's an interruption. That's why it's light have some changes. But now that they already turn solid white. So it means your two nodes are already connected successfully. So you can now connect to the default SSID of your parent node, because they're already connected and online. All right. Pardon.
24:00
Speaker 1
I said, do I have to reset the names of the nodes again since we reset the nodes? [ silence ] Okay, so I have to change so I don't want to redo. Do I have to re them? Do I have to rename them again? Because I don't want them to develop set up, I want them to have and. [ silence ]
25:00
Speaker 2
No, uh, since we already done a reset on your node, they already revert back to its default Wi-Fi name, the Evolve setup. So, once you connect to your Wi-Fi name, it's the same Wi-Fi name, the default Evolve setup Wi-Fi name of your parent node. Because well, if you want to edit them, you can edit them. If you have the Linksys app, just open your Linksys app. And from there, you can manage your Wi-Fi settings and edit your Wi-Fi name.
25:00
Speaker 1
Okay. Okay, then. I'll see if it works. Thank you. [silence]
26:00
Speaker 2
Okay. Just go to your app, and then click on manage your Wi-Fi. Select your Wi-Fi name. And then from there, you can make some changes to your Wi-Fi name. Okay? All right. Everything's good now. Instant. Hello? Yes. Yes. Yes? What is it? Okay. Can you?
26:00
Speaker 1
Another node up here and just it doesn't show the child node, it just shows stuff. Yeah, on my phone, wi-fi setting it only shows one of the nodes. It doesn't show the other one. I shut the wi-fi. okay. Okay. Okay. okay
27:00
Speaker 2
What do you mean? uh, it doesn't show on your Linksys app or on your phone's Wi-Fi settings? Okay, that's normal because, yes, that's normal. It only show one Wi-Fi name because your child node is added to your parent node. So your child node copies the Wi-Fi name of your parent node because it's a mesh system. So your child node is incorporated on your parent node. So that's why you only see the default Wi-Fi name of your parent node because your nodes are set up as a mesh system, so you only connect to the default Wi-Fi name of your parent node.
27:00
Speaker 1
Okay, Dave. Okay. I'm trying to do that now. You said develop set up. I mean manage my Wi Fi. Is that what you're saying? Yes, it's cycling. Okay. You said go to manage. Okay. It only has Wi Fi settings.
28:00
Speaker 2
All right. So, uh, when you open your Linksys app, Linksys, try to close it first and then open it again. And when you open it, click on manage your wifi and then select your wifi name, Velop setup, because that is your default wifi name. And from there, you can make some changes on your wifi name. All right. So you're on the oh, you're on your Linksys app now. Mm-hmm. you have manage wifi.
28:00
Speaker 1
I'm looking at the the three lines it only has Wi-Fi settings and and uh there's no manage Wi-Fi up here um okay okay it's just it's it's showing Windsor Street which is the name of the the network um it's got the devices and two nodes.
29:00
Speaker 2
Click on the Wi-Fi settings. And what's the next place? That's okay. That's good. So it's showing your two nodes there connected and online.
29:00
Speaker 1
But when you click on the nodes, it doesn't do anything but spin. Okay. Okay.
30:00
Speaker 2
things good now all. Uh it won't do anything. When you click on your nodes, it will only show you some information on your nodes. Mm-hmm. Um because, uh uh, you have you mentioned that your modem is also a router type. So, by default, it will show you the Wi-Fi nome of your model. Mhm. So that's where your two nodes are connected to. Bye.
30:00
Speaker 1
All right. All righty. It's. All right, I'll play with it and see what's going on because it's not working right. It's. All right. Thank you. Okay. Okay.
31:00
Speaker 2
um, all right. But, uh, your two nodes are already configured, uh, Linux. They're already shown on the sweater, right? I think, uh, it just needs to set up your nodes into a bridge mode so that you can, uh, access your internet similarly because you have two routers, one from your parent note and the other one is from your modem. So, I think you will have to set up your Wi-Fi into a bridge mode. Okay.
31:00
Speaker 1
I put it in brilliant smoke. All right. okay I've okay I'll see. I look at it. Thank you. all right. thanks a lot. you as well. bye bye.
32:00
Speaker 2
All right. Well, on your Internet settings, ok yes, You're welcome. Call us back if there are any issues, you have okay, oke You're welcome. Thank you for calling again. Take care, have a good day. Bye.
32:00