V2 Rubric Detail — c76f0bc8-6f3d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 19:57
Duration
32m 8s
Contact
Melinda Humphrief
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00079429
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall78.7% (+22.7)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through a complete mesh reset and re-pairing, resulting in all nodes showing solid white and appearing online in the app. However, the troubleshooting path skipped the foundational Step 1 from the ISP-modem diagnostics KB — testing the modem directly — which constitutes a deviation from the prescribed diagnostic process, downgrading R2 and T2 to Partially Met despite the positive outcome.

V1 Case Analysis

Customer reported no internet after new Spectrum modem installation. Guided through power-cycle and factory reset of child node. All nodes eventually showed solid white and app indicated connectivity. No direct modem test performed. Firmware update suggested but deferred.

Troubleshooting Steps
  • Power-cycled all mesh nodes
  • Factory reset problematic child node via reset button
  • Verified node status through Linksys app
  • Confirmed internet connectivity on customer devices
Key Observations
  • Agent failed to perform direct modem speed test as required by universal_isp_modem_diagnostics.md to isolate ISP vs router issue.
  • Never collected or confirmed full product model number, a critical protocol miss for product-specific support.
  • Provided incorrect information about router password vs Wi-Fi password at [15:00], stating they are different when default is the same on most Velop systems.
  • Misidentified solid white as healthy state; per led_intelligent_mesh_consumer.md, solid blue is 'online and healthy' for Intelligent Mesh nodes like Velop.
  • Excessive hold times and filler language reduced call efficiency significantly.
Positive Highlights
  • Correctly instructed factory reset procedure for child node by holding reset button until light turns off [12:00].
  • Guided proper node placement (2–3 ft apart) during reset process to ensure reconnection.
  • Used Linksys app to verify node status and connectivity, aligning with modern support practices.
  • Confirmed customer could access internet on devices before closing call [09:00–10:00].
  • Offered appropriate advice to update firmware later for optimal performance [31:00].
Agent Errors / Gaps
  • Did not follow universal_isp_modem_diagnostics.md Step 1: test connection directly at modem to rule out ISP issue.
  • Failed to collect product model number despite having serial number context.
  • Incorrectly stated that router admin password is always different from Wi-Fi password [15:00]; on Velop systems, they are the same by default.
  • Misinterpreted LED status: solid white is not the correct 'healthy' state; solid blue is per KB article 62-en.
  • Did not verify WAN connection in router interface or check for DHCP/PPPoE requirements per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at the end: 'Everything looks better than before I called you. All the nodes are connected' and the agent verified solid white lights and app recognition.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped Step 1 of universal_isp_modem_diagnostics.md — did not test internet directly at the modem to isolate ISP/modem issues before resetting the router.
R3 Met Correct resolution path conf 90%
Agent correctly identified that a new modem likely disrupted the mesh network and chose a full reset/re-pairing path, which is a valid best-effort resolution for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (solid red, blinking blue) and asked for ISP, but failed to follow the logical diagnostic sequence — skipped direct modem test and jumped to factory reset without isolating the source.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used LED behavior and reset procedures appropriately, but did not leverage the most critical tool: bypassing the router to test the modem directly, which is required by KB for new modem setups.
T3 Met No misinformation conf 95%
All technical instructions (reset hold until light off, pair button use, app login via router password) are factually correct and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but lacked clear framing at start, used multiple unannounced holds, and did not set expectations for timing or process.
C2 Met Confirmed understanding conf 90%
Agent explained difference between Wi-Fi password and router admin password in plain terms and adapted language to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed all troubleshooting steps, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: wait 3–5 minutes, refresh app, relocate nodes, and offered option to update firmware later.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved 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 80%
Agent was polite but did not explicitly acknowledge customer frustration or effort; empathy was transactional rather than personalized.
X2 Met Tone & rapport conf 85%
Agent adjusted tone and repetition in response to customer confusion, especially around app login and node status.
X3 Partially Met Overall experience conf 80%
Agent required customer to repeat name, email, and serial number unnecessarily; placed on hold without explanation, increasing customer effort.
Call Transcript54 turns · 56 lines
Speaker 1
Yes, we just got a new modem and my Linksys router is not connecting. Can you help me with that? [silence]
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.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your devices, serial number, and contact information ready. If unavailable, kindly, call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys, this is Joy. How can I help you today? Mhm. All right, um I have the.
00:00
Speaker 1
Yes, it's uh just one second here. I'm sorry Let me make it bigger. Just a second. 58W10, m like Mary, 2 b as in boy. I think it said d as in David. 045-91. Spectrum.
01:00
Speaker 2
Sure, may I have the serial number of your links device, please? [silence] and who is your internet service provider? [silence] How many links nodes do you have in total? For this system, [silence] only one.
01:00
Speaker 1
one, two, three, four total, but one of them hasn't been working. I I have a that doesn't work. So, only three are plugged in. Yes. Malinda Humphries. You need me to spell it? H. H. Uh, H U M P H R I E S. L Y N N E 0 3 8 0 @gmail.
02:00
Speaker 2
Okay. All of them as the same module? Okay. Um, you have your first and last name, please? Yep, sure. Okay, slowly. Uh, you're lost name. Okay, and, and then, you're email address.
02:00
Speaker 1
[silence] It's blinking blue. One's in the family room and one's upstairs in the playroom. Oh, you know what? It just turned Now it's Oh it's red now. Red light. Okay. Solid.
03:00
Speaker 2
Okay, thank you. All right, ma'am. So um, since you got any modem, um, you need to reset all of your nodes to factory default settings, and then set them up again like a brand new system in order for it to communicate with your new modem. About right now, what is the light of your main node, the one that's connected to the modem? Hmm? blinking blue. Um, since you have three nodes, where are the other two nodes located right now. Okay. So thanks.
03:00
Speaker 1
okay, so unplug the power, I mean, I'm going to have to plug them back in the power, right? Yeah, of course. Okay. I'm with you. I'm with you. Yeah, okay. Just one moment. Should we try to get that fourth one working or should we save that for another project?
04:00
Speaker 2
So I've kindly gather your other nodes. They must be plugged in right next to the main node or at least two to three feet apart from the from the main node since we need to reset them and reconnect them to the system and then just relocate them after the setup process. Yeah. Yeah. So yeah, bring the cast to slide. [silence]
04:00
Speaker 1
Yes. Okay, I'm going to put you on hold. Okay, I'll be back. [silence]
05:00
Speaker 2
Um yeah, we can try if it still turning on we can try to add it. Does it have the same model? Or is it different? Okay, yep, we we can try. Just bring it also. mm-hm, sure, sure. [silence] [silence]
05:00
Speaker 1
I don't remember where I put the one that wasn't working. I put it somewhere safe, so we'll work on that another day. But so should I go ahead and plug these in to power? Okay.
06:00
Speaker 2
Mm. Mm. Mm. Mm. Okay. Uh-huh. Make sure it's like at least 2 to 3 ft. apart.
06:00
Speaker 1
OK. Actually, it's right here. I put it right here by the modem. Should I go ahead with the... Yes. OK, they're all plugged in. They're all flashing blue. Let me see. No, now it's white. Solid. Yep. Okay. [silence]
07:00
Speaker 2
okay let's just wait for them to boot up M hm how about the main node still solid red your main node is solid white. can you try to Chuck and try to connect to your internet and then check if it's working since it's solid white
08:00
Speaker 1
Um, so I'm doing it on my phone to connect, and it says connected to our router. Do you think you fixed it? I think, I think so. Can I go check on my computer? Okay. Just one second.
09:00
Speaker 2
Now. Yeah, sure. If it's working, then that's good. We will just have to reconnect your child node. [silence]
09:00
Speaker 1
Tiki Tiki Tiki Tok.It's working. It's connected. Okay. So, the ones that we were using already are both white now. And the one that
10:00
Speaker 2
Okay, all right, that's good. Let's just, ah, we will not going to reset anymore. We will just have to reconnect your child nodes and if they won't reconnect, we will reset just the child nodes only and re-add them to the system. Okay, beetles. That's good. Yes. Yeah, just give me a just give me a shout out when they're when they are, um, reconnected back to the to those child nodes back to the system.
10:00
Speaker 1
What wasn't the problem? I'm sorry. The problem child is still blinking blue. Yeah. Yeah. It it no, it changed to white. I did and then I had to get a new phone cuz I lost all my info. So I need to put it back on my phone, the links I mean the yeah, Linksys app. So the the to answer your question, I don't right now. Yes. Just second.
11:00
Speaker 2
Good ha? [silence] Yeah. [silence] the other one that has a problem? What's the light? [silence] Okay, let's just wait for that one. Let me know if it will change to blinking red. Okay. [silence] Um, do they have like Linksys apps? [silence] Okay, yeah. [silence] Cassie. [silence] Um, but can you install Linksys app right now on your phone? Okay. [silence] All right. You will just, uh, log in using the router password. [silence] To check your device. [silence] I'll just wait for your.next.t
11:00
Speaker 1
Oh, that problem child now is red. Solid red. I'm sorry, I was looking at the app press and hold what? Kara. OK. Okay. Just press it and hold it a minute or a moment.
12:00
Speaker 2
solid red or blinking red. Okay. Kindly reset that one, just press and hold the reset button until the light will turn off then release. Press and hold the reset button of the problematic child node until the light will turn off, then release. press and hold until the light will turn off then release.
12:00
Speaker 1
Okay, the light's off. It's solid blue now. Okay. Yes. And let me check the, what's the main one by, that's by the modem? What's that called? Parent, it's still white. So now, [ silence ]
13:00
Speaker 2
okay, let's just wait for it to boot up. Then, I mean, it will turn solid blue after it will reboot. Okay, let's just wait for it to blink. Um, the other node are still solid white. Okay, that's good. Uh, parent node. Okay, good.
13:00
Speaker 1
The problem one is blinking blue. I'm going to go ahead and keep getting into my app. Okay.
14:00
Speaker 2
Let's just wait for it to turn solid blue. Okay, make sure your phone is connected to your Wi-Fi network.
14:00
Speaker 1
the router password is the same one that we use to connect right all done okay it's solid blue now it says on or no it just it says nothing right the middle one
15:00
Speaker 2
it's a different password the one that you are using for your devices to connect our Wi-Fi password so router password is different like it's an administration password if you can still remember but if not you can reset and make your own uh okay so on your your parent node you go to your parent node and then there is a big button in the middle right that's the pair button so you press it for one second uh yes the big button [silence]
15:00
Speaker 1
Okay. Okay. Oh, I don't think I did it. Yeah, now it's blinking, uh, white. It's blinking blue. Okay. [silence]
16:00
Speaker 2
okay and then observe the light of the child node if it will blink or not if it will respond. okay that's good. So let's just give them a moment to reconnect. It will take three to five minutes for the child node to connect. and then
16:00
Speaker 1
I'm going to go ahead and reset my password, okay? Okay, now the problem child is blinking white. [silence]
17:00
Speaker 2
Okay, that's good. Almost there. Trying to connect.
17:00
Speaker 1
Okay my app is getting the router settings getting the router settings OK, I think I'm good on the app. And the problem child is still blinking white. Yes. Four. Well, it says four. Um, yeah, it's, uh, I'm waiting for it to come up. It's circling. [silence]
18:00
Speaker 2
Okay. Yep. It's still processing. You're now on the dashboard. Okay, good. How many nodes are there on the dashboard? All of them are recognized by the app? Okay. Uh-huh. Are they online? Okay. Uh-huh. [silence]
19:00
Speaker 1
[silence] Oh, you know what? The problem child is solid white.
20:00
Speaker 2
All right, that's good. Let's just give it 1 minute and then just refresh your app, then check if all of your nodes are online including the problematic child nodes.
20:00
Speaker 1
um on the problem one it has like parentheses dot dot dot parentheses but it says connected to I'm not sure what that I'm sorry okay okay So all three child nodes show a Wi-Fi, but not the router. Got it. That next. Yeah, that makes sense. Thank you.
21:00
Speaker 2
Okay, that's good. Um, it's still processing its signal, then, if if it's connected, it will show you like a Wi-Fi icon. Yes, the router will not show up a Wi-Fi icon since it is wired to the modem. So, the parenthesis with a dot on yeah, that is wired. I mean, wired. Yep. So, if all of
21:00
Speaker 1
Okay you want me to do it now? Okay. I'll I'll be be back.
22:00
Speaker 2
All of your child nodes are solid white. If they are online on the app, you can now unplug them and plug them back in to their original location.
22:00
Speaker 1
Okay, they're all plugged in. Okay. Okay.
25:00
Speaker 2
Right. So you just have to wait for them like three to five minutes to reconnect. So they will have a blinking blue light to solid. They might turn solid red or blinking red then just wait for it to turn solid white.
25:00
Speaker 1
It is lit white. solid. We'll check on the problem child. The problem child is blinking blue, but it was the last one I plugged in too. [silence]
27:00
Speaker 2
okay still rebooting then if the last node or turn solid why just refresh the app again then check there status if they are online
27:00
Speaker 1
So, the app is saying, (bleep) Please connect to Wi-Fi. Your device has no internet connection. No connection detected. Okay. Well, maybe since we unplugged them, it did that. But the router was, I don't know. I'm redoing I'm reopening the app. Okay.
28:00
Speaker 2
Um, just, yeah, just force close the app and reopen it again. Then also double check your phone if it's still connected to Wi-Fi. [silence] Because earlier you are connected to the main node and I think there's signal still processing with all of your child nodes to spread out all over your house.
28:00
Speaker 1
So the problem child is white, solid white. yeah, it says your account has been verified, please check your echo, um, okay. I'm the nodes are circling, but it does say Wi-Fi and the name of our router. It's, it's, uh-huh. uh, okay.
29:00
Speaker 2
Okay, that's good. So, try to check your phone or the app if it's not working, okay, and okay, that's good and by the way, ma'am on the Linksys app, if you are going to log in, do not log in using your account, the email and the password, um, just log in using the router password option since we already we've [silence]
29:00
Speaker 1
Okay. Okay. So, yes, it's they're all all the nodes are connected and I it's good because I can see one of them gets as low drinks or what do you call that? Maybe it's too far away. Mhm. Oh, well, first it's saying, um,
30:00
Speaker 2
Because if you're going to log into your account, it will really show you the no internet connection. Since your device is now and links it your account. So yeah, just just use the local actions it set. you can also utilize the channel finder on the Wii. settings on links app to um to speed up or boost the signal or the give the proper signal to each nodes.
30:00
Speaker 1
Firmware, firmware update's available. Should I go ahead and update? Okay, I'll do it later. Okay, yes. Everything looks better than before I called you. Thank you so much. Okay, great. Bye for now. Bye.
31:00
Speaker 2
Yes, you can try that one but it will take some time and also, yeah, it will reboot all the nodes in the system so you will have to wait or give it some time to process if you're going to update it. So, you can update now or you can update later after we end the call. Alright, so, um, you're all good now? Okay. You're welcome, ma'am. Just give us a call back if you need more help or problems with your system. Okay. Thank you for calling links as we man have a good day. Bye.
31:00