V2 Rubric Detail — c8939672-7942-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:58
Duration
18m 59s
Contact
Tina Bellings
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135960
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall16.7% (-7.3)

V2 Grader Summary

The agent provided materially incorrect technical guidance by instructing a 5-press reset on an LN1400 (which requires the Pair button per KB) and falsely claiming the cloud service was being removed. The agent failed to use required tools to update the customer's email or verify node status, resulting in an unresolved case.

V1 Case Analysis

Customer unable to change cloud account email or add LN1400 node. Agent provided incorrect 5-press pairing instructions and misinformation about cloud service deactivation. Node failed to pair; no resolution achieved.

Troubleshooting Steps
  • Collected customer name, email, ISP, and serial numbers.
  • Incorrectly instructed 5-press reset on main node for LN1400 pairing.
  • Directed customer to hold reset button on child node to achieve solid blue.
  • Suggested reboot of main router after failed pairing.
Key Observations
  • Agent used 5-press method on LN1400, which is incompatible — LN series uses Pair button method (universal_mesh_node_management.md).
  • Agent falsely claimed Linksys cloud services are being discontinued and accounts are automatically deactivated — this is materially incorrect (linksys_cloud_account.md).
  • Agent misinterpreted LED behavior: solid blue on LN1400 indicates ready state, not setup mode requiring 5-press.
  • No correct path provided to change/recover cloud account email.
  • Customer followed instructions but node never paired; agent showed confusion when white light appeared and later turned red.
Positive Highlights
  • Collected customer name, email, ISP, and serial numbers (LN1400 SN: 64A10M25E00319).
  • Attempted to create a new cloud account for the customer.
Agent Errors / Gaps
  • Provided incorrect 5-press pairing method for LN1400 — this model uses Pair button method, not 5-press (universal_mesh_node_management.md).
  • Falsely stated Linksys cloud services are being discontinued and accounts are automatically deactivated — contradicts KB (linksys_cloud_account.md).
  • Misled customer about account deactivation, preventing legitimate recovery via password reset.
  • Misinterpreted LED states: solid blue on LN1400 means ready, not setup mode requiring 5-press.
  • Failed to guide customer through cloud account recovery (e.g., password reset at https://linksyssmartwifi.com).
  • Did not verify model compatibility before giving pairing instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed successful email change or node addition; call ended with reboot suggestion while child node was solid red (offline).
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted troubleshooting via 5-press and placement guidance, but used incorrect method for LN1400 (Pair button required); steps were partially relevant but misapplied.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly treated cloud account recovery as obsolete and failed to pursue correct path (router admin access or ISP support if applicable); no valid resolution path executed.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No root cause analysis; agent assumed cloud deactivation without verifying model, firmware, or actual account status; skipped basic diagnostics.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not access cloud portal or local UI to verify node status or update email—required tools for this scenario—and relied solely on verbal instructions.
T3 Not Met No misinformation conf 95%
Instructed 5-press on LN1400 (contradicted by adjacent_smart_home_iot.md and universal_5press_models.md which state LN1400 uses Pair button); claimed cloud is 'being removed' (contradicted by linksys_cloud_account.md); misled on LED behavior.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and gave sequential steps, but had long silences, unclear transitions, and failed to frame the process or manage expectations.
C2 Partially Met Confirmed understanding conf 80%
Agent repeated instructions when asked, but used terms like 'five press' without confirming understanding; minimal adaptation to customer’s self-described low tech fluency.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of resolving email access or node integration; abandoned case without completing task or escalating.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided after reboot; customer left without actionable follow-up or escalation path.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Case remained unresolved with technical failure (node not connecting); agent should have escalated but did not initiate any escalation.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred and customer was not informed of any escalation option, team, or expected timeline.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'no worries' and was patient during confusion, but never explicitly acknowledged frustration or repeated effort ('I understand this is difficult').
X2 Partially Met Tone & rapport conf 80%
Agent slowed pace slightly and repeated steps, but continued technical phrasing ('five press', 'solid blue') without simplification or comprehension checks.
X3 Not Met Overall experience conf 85%
Customer repeated serial number and light status multiple times; agent failed to document or act on data already provided, increasing effort.
Call Transcript29 turns · 31 lines
Speaker 2
Welcome to links of support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
Yes, I have an existing Linksys Philip mesh network named the email. And it is linked to an old email address that I have that I don't have any access to anymore. I'm trying to connect another linksys develop to it that I just bought, but I can't because I can't get to the first one with my email address. Can you help me change um the email address connected to the original network? The original one. Yeah, hold on. And then we'll get. Yeah, give me one second. Let me turn that around. It is oh wow, I need
03:00
Speaker 2
thank you for calling lingcyst this is May how can I help you? uh what's the model number of your lingcyst device I need the model number yeah the first one
03:00
Speaker 1
Hold on. I need to get a flashlight on there because it's dark. Serial number. I got a serial no. Yeah, yeah. 20J10 CC S6. 371 583 2. No. Originally there were three. Two of them were broken, so I'm trying to connect and so I bought a new one to replace two. This is the original one. [silence]
04:00
Speaker 2
Double: What? original device. So, originally you only have one Links device, am I right?... Okay, okay, got it. Hmm, so this email that is are registered here in our system which is or billing at Cisco comm. [silence] So, if I'm right, the initial serial number was the one that you have provided that is are registered here. [silence] Likewise, if you wanted to add or updates an as USB to the current EX set up, or the wireless access point or any additional equipment that you need to be registered in our links system where we are monitoring all the equipment, and likewise, likewise in your own network, we can still access that because it is being monitored through the Cisco server. So, but for that we can need the latest serial number up the links device. Okay, okay. [silence] So, more of that, the intention is to give it the same access as the first one, yes. [silence] I see. Okay, thank you. Thank you too. [silence]
04:00
Speaker 1
Yes is no longer. No. No. It's TENA. TINA dot Bellings Bellings at gmail.com. Yes. Master. Bellings. It's STELINET, STELINET. We're in Belgium. This is in Belgium.
05:00
Speaker 2
This is no longer active. What's your new email address? Uh-huh. Okay. I'll just create an account here for you. So your first name is Tina, right? And last name is Billings with an S. Okay, and who's your internet service provider? Can you spell that one for me? M-hm. Okay. Got it. And regarding the account you're worried about, since we don't have cloud access anymore to all our routers, I mean the cloud is being removed to all our Linksys devices. So you don't have to
05:00
Speaker 1
Okay, Perfect. Yes, no. I only know I just purchased one and I got it set up. So it's on my Linksys app. And so now I'm trying to get, wait, I need to create the new node to the um, Zika mail. Okay. Yes. I'm sorry. I'm not I'm not too fluent in in this, but I have, I set up Linksys 00319. I set that up. No. [silence]
06:00
Speaker 2
to worry about the account, it's no longer working. It's automatically de activated and for you to like add that extender you bought, you just need to plug it right beside the original one within five feet. Did you purchase two packs or just one? [ silence ] okay. [ silence ] it's okay, it's okay. [ silence ] is it already solid blue on top? [ silence ] the extender you? Okay, what's the light indicator? Okay, indeed, just place it right beside the main node for now within five feet. Good, and on your Wi-Fi list, can you see "Velop setup" name there? Check your Wi-Fi list if there is a Velop setup name broadcasting. Okay, so go to the main node now, the one that is working fine, press its reset button five times, press release, press release, press release, five times, quick five press. [silence]
06:00
Speaker 1
You sure? Because that makes me so nervous.
08:00
Speaker 2
As long as you don't hold it for too long. Uh-huh. Uh no worries, it will not. That Fivepress Reset you will gonna do is the easiest way to connect nearby links with within five feet. Yes, press let go, press let go. Correct. Okay, main node will flash. Once it will go back steady blue, the child node nearby should blink. Okay, so do it again. Press release, press release. Okay.
08:00
Speaker 1
uh again, it just reset right? Right. it's like a blue ish, green. child node, the new one, the new one is red. The new one is red. The original one is like a blue. uh, no, nothing, doing nothing. So the main node just resets five times. Right? Okay. okay. Okay. uh, 1 2 3 4 5. Oh, there we go. Now, it's orange on the main. and the child is not doing anything.
09:00
Speaker 2
Um, uh, hold on. What's the light indicator of the nearby child node now? You mean to say that yeah. Not flashing? Okay, do it again on the main node. P-I-C-F-I-B-E-P-R-E-S-S. P-I-C FIbepress. Yes, the red reset button.
09:00
Speaker 1
the main is yeah the main is um like bluish green again and oh and the other the child node is still red nope okay something okay okay I'm pressing it and it's off and it's flashing red and then it's it's off do I let go okay yeah yeah it's blue now yeah oh
10:00
Speaker 2
Okay, we did the last just once. You can try to press and hold the reset button. P of this child node, just press and hold it. This child node this, time. Both let go when the light on top five changed to solid blue, or once the light goes off, a you can. it should light up blue after, solid blue. Okay, and then flashing blue to.
10:00
Speaker 1
Now it is off and it's flashing, it's blinking blue. It's a steady blue. Nope. Blue. Should I try it again on the node five times? I just, yeah, I just bought it and it is, let's see, Model LN1400. Do you need the name? I've got a name, password, and recovery key.
11:00
Speaker 2
that should light up pink or purple not yet because the child note is having a solid blue light instead of having a pink light. What's the model number of your child node uh by the way can you have the model number 1400? One second. Oh, okay. That's why it's having a steady blue light because when it's on setup mode, that will have a steady blue light. Um, what I can recommend is
12:00
Speaker 1
yes yeah okay so the existing node is right now is in the living room and I need internet in the bedrooms, that's why I wanted to put the extender in there. So I don't know what the best setup is and I am not this tech savvy to kind of switch them around without help. So what is whatever is easiest, let's go with that.
13:00
Speaker 2
Instead, but it's up to you, okay? If you want this kind of setup. This one that you purchase is actually Wi-Fi 7 already. This is one of our latest and your current main node there is still under Wi-Fi 5. It will still work. This one can still be added as an extender, but this is much powerful, this child mode you bought compared to your existing main node. Do you want this one to be added as an extender only? For the meantime, the SN1400. Mhm. Mhm. I I get. Got it. Mhm.
13:00
Speaker 1
OK. OK. OK. OK. OK.
14:00
Speaker 2
OK, let's add this LN1400- there as an extender for the, for now. So, it's already in setup mode actually since it has a blue light on top, go to the main node now and do the same thing, press it five times. The main node stays, blue. I'm five, four, three, OK, two, one, OK. I'll start a timer here for three minutes, Matt.
14:00
Speaker 1
Child node is white. Yeah. and it flashing white. Yeah. Okay, it's um 64A10M25E00319.
15:00
Speaker 2
[KEEP_UNCERTAIN] Okay, that means it's trying to pair right now. I need the serial number of that LN1400 you have, Tina, for me to have it here registered in our system. Mm-hmm. Okay, thank you. So we still have two minutes left. Let's just wait for that. [silence] Okay, yeah. It's taking a while because I'm on Windows, so it takes a while. I'm trying to...• Yeah, there seems to be some issue with the network. So we're still waiting for the connection to establish. [silence] Let's see. Um, oh, yeah, there's some... I think there's some connection issue with the device. That doesn't mean the device isn't good though. So I'm kind of confused why the issue is happening. [silence] But the device should be able to connect to the network. The serial number should be on the back of the router. Let's see. I think that... So the serial number is on the router and the issue is network related. [silence] Okay, so let's try that. So see if... There's still 30 seconds left. So let's wait and see. Maybe the issue's been resolved or we might have to troubleshoot it further. [silence]
15:00
Speaker 1
What's the distance the child node can be away from the main node? Okay. No, now I got a solid white light.
16:00
Speaker 2
uh mas of 25 feet away uh is it still flashing
16:00
Speaker 1
No, it just turned red. Yes. Okay. Yep. [silence]
17:00
Speaker 2
It's connected. Let's just wait for just another 30 seconds just to make sure. It will stay solid white. Okay. Timer is up. Is it still steady white? Mm-mm. Again, which means it's still offline. 10, nine, eight, seven, six, five, four, three, two, one. Still solid red. Okay. You can now turn it off. Just switch it off the new child node you purchased.
17:00
Speaker 1
OK. Hold on. Give me one second. That's seen it, not suck us up. OK. OK, so I just turn it off? Let me I can just unplug it, right? Oh, yeah. Hold on.
18:00
Speaker 2
You need to restart your main router right now. Your child node is connected but it's not recognizing the internet. We have to reboot the main node real quick, like 10 seconds only. And we'll power it back on. All right. Yes, for 10 seconds and turn it on. Mhm. You can...
18:00