V2 Rubric Detail — c76da284-651e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:50
Duration
6m 51s
Contact
Matthew Mattiello
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp3.21/5
Overall47.8% (+3.8)

V2 Grader Summary

The agent provided factually correct but minimal troubleshooting focused on LED behavior and app restart, without verifying internet connectivity or login success. While some L1 steps were followed and customer effort was reduced, no ownership was taken, deeper diagnostics were skipped, and resolution was not confirmed, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to add third mesh node (blinking blue) and experiencing app login issues after power outage. Agent advised waiting for solid white LEDs and restarting the app. No device details collected. No verification of resolution.

Troubleshooting Steps
  • Advised to wait for node LEDs to change from blinking blue to solid white
  • Suggested force-closing and reopening the Linksys app to access the dashboard
  • Informed that nodes can be moved after they show solid white
Key Observations
  • Agent correctly explained that blinking blue is normal during power-up and solid white indicates successful connection (KB-aligned).
  • Agent accurately advised force-closing and reopening the app to restore dashboard access (KB-aligned).
  • Agent failed to collect product model, serial number, or warranty status despite troubleshooting a hardware integration issue (protocol failure).
  • App login password issue was dismissed without verification or guidance—customer only mentioned resetting it, but agent did not confirm success or assist.
  • No validation of LED status change or app login success before call closure (resolution failure).
  • Call ended without confirming either technical issue was resolved, leaving outcome entirely unverified (operational closure failure).
Positive Highlights
  • Correctly explained that blinking blue is normal during power-up and that solid white indicates successful connection [05:00–06:00].
  • Accurately advised force-closing and reopening the app to restore dashboard access [05:00].
  • Used customer's name (Norris) and maintained a polite, calm tone throughout [06:00].
Agent Errors / Gaps
  • Missing product model/serial collection for a mesh node integration issue—critical protocol failure.
  • Did not guide the customer through password reset or verify app login access—left a core issue unaddressed.
  • Failed to confirm that the blinking blue node turned solid white—no validation of troubleshooting outcome.
  • Did not establish case ownership or document any details—no HappyFox case reference or data capture.
  • Allowed call to close without operational confirmation—abandoned resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent advised waiting for nodes to turn solid white but did not confirm resolution of internet connectivity, WiFi access, or successful login; issue remained unverified.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked about LED status and timing after power outage, which aligns with Step 1 (LED check) and Step 3 (reboot sequence) in velop_wifi_connectivity.md; however, skipped critical checks like modem test, dashboard login, or WAN connection verification.
R3 Partially Met Correct resolution path conf 89%
Agent provided appropriate general guidance for post-power-outage recovery (waiting for sync), consistent with KB expectations, but did not assess product status, warranty, or determine if deeper troubleshooting was needed before closing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (nodes not reconnecting after power loss) and asked when it started and current LED states, showing basic diagnostic intent, but failed to explore root causes like WAN connectivity or configuration loss.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent referenced the Linksys app and suggested force-closing it — a valid self-help tool per KB — but did not guide customer to use the web dashboard (http://192.168.1.1 or http://myrouter.local) to verify node status or internet connection, missing an appropriate diagnostic step.
T3 Met No misinformation conf 98%
Advice that blinking blue leads to solid white after power-up and that app can be force-closed matches KB guidance for MX/MX6200/LN series (solid white = online); no technically inaccurate information provided.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control by asking follow-up questions about lights and app behavior, but failed to set clear expectations, explain process, or manage long silences; transitions were abrupt.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language and avoided jargon, adapting somewhat to customer’s fragmented speech, but did not confirm understanding or adjust pacing during confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — no offer to follow up, no verification of resolution, and no commitment to assist further; customer ended call independently.
O2 Met Proactive follow-through conf 93%
Agent gave specific next step: wait 5–6 minutes for nodes to sync and return to solid white, then move them back — a clear, actionable instruction with realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was routine post-power recovery within L1 scope.
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 89%
Agent remained polite but did not acknowledge customer’s frustration over power loss, poor cell service, or prior failed attempts to reach support — missed empathy opportunity.
X2 Partially Met Tone & rapport conf 86%
Agent responded to customer’s statements but did not adapt tone or check comprehension; customer expressed uncertainty about app prompts but agent didn’t clarify.
X3 Met Overall experience conf 92%
Agent avoided asking for model number, serial, or repeated info; gave simple, direct advice (wait, app restart) minimizing customer effort.
Call Transcript9 turns · 9 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.com. Please have your device serial number ready for assistance. Press one now. For out of warranty, products, paid support. 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.
00:00
Speaker 1
No. Matt, Mattyello? Oh, I, we lost power here. And I, the Linux won't link up now. So my main node is connected to my 904 fiber coming into the house. It's got a white dot. I cannot connect the other ones to it. And when I go to login, it's not letting me login to my account, saying I don't have the correct password. So I'm resetting the password now.
03:00
Speaker 2
Your first time calling, let me confirm your first and last name, please. How may I help you? [silence] I'm sorry, I cannot hear you clearly. Just to verify, the main node has a solid.
03:00
Speaker 1
Well, now 1 is white. Oh, boy. Uh, I don't have it plugged in yet. [silence] Um, about [silence] well, I've been trying to call you guys, but the app wasn't giving me the phone number, so [silence] because I didn't have internet, I have bad cell service here, it wasn't [silence] connecting. [silence] So now I think I'm set. [silence] Uh, probably, probably [silence] probably 40 minutes ago.
04:00
Speaker 2
white light, what is the light color of the other notes? And what is the color of the other one? Okay, may I know when did it started to happen, when the power went out? Since you've just recently called Linksys. Yeah, my question is that, yeah, my question is, did it just happened like an hour ago? Because the Linksys note that you have was... 45 minutes ago. Well, that will just automatically reconnect to your main node as long as the main node...
04:00
Speaker 1
OK. It okay? OK, yeah, so I got two back, but I don't have the third one back and it's still blinking blue, but um, so now my app opens. Now it says, yeah. Yeah, so the app says we found a new network. Add the new network to your account. I don't want to do that, right? I mean, I don't.
05:00
Speaker 2
a solid white that will really take time for the other nodes to reconnect. It might take for uh five to six minutes for them to sync up again on the main node. So as you can observe, uh they are slowly going back to solid white light. Mm-hmm. Yeah. Uh that will show you blinking blue. Yes, what do you see on the app? Sorry. Of course, if you've already used your linksys app before, then you don't have to go through that process. You can force close the app and then reopen. As long as you're connected to your Wi-Fi of your linksys, you should be able to log in directly to your dashboard.
05:00
Speaker 1
And then I can move them back around the house, right? Okay. All right, well, now that I at least got the app up, I can get it fixed. So, okay, well, thank you. Bye-bye.
06:00
Speaker 2
Normally the nodes, after you plug it into the power, it will normally show you blinking blue. You just have to simply wait until it goes back solid white light. That will take time. Yes, you can move them back to their original place. And then it's going to be the same thing. It's normal to have a blinking light indicating it's powering up and it's connecting. As long as it goes back to solid white, that should be good. Mhm. Mhm, you're welcome, Norris. Thank you for calling. All right, have a great night.
06:00