V2 Rubric Detail — c999896e-820c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:24
Duration
38m 25s
Contact
703-622-7799
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137681
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall71.2% (+41.2)

V2 Grader Summary

The agent executed a logically sound troubleshooting sequence using appropriate tools (myrouter.local, iPad) and maintained ownership with a clear callback plan, but the child nodes remained unpaired. Technical guidance was accurate per KB (including valid 'admin' fallback), though communication lacked consistent empathy and comprehension checks. The outcome qualifies as partial resolution due to advanced diagnostics without full success.

V1 Case Analysis

Customer unable to add two child Velop nodes (model: Velop setup 5AC); nodes flashing red/purple. Agent provided incorrect URL (HTTPS://my router.local), assumed admin password 'admin', and did not use Pair button or 5-press method. Advised power-cycling and promised callback. Issue unresolved.

Troubleshooting Steps
  • Guided customer to connect iPad to temporary Wi-Fi network
  • Instructed to open Safari and navigate to HTTPS://my router.local (incorrect URL)
  • Attempted login with assumed admin password 'admin'
  • Guided through web UI 'Add Wireless Child Node' process
  • Advised power-cycling parent and child nodes
  • Promised callback in 5 minutes
Key Observations
  • Agent provided incorrect URL format (HTTPS://my router.local) — should be http://myrouter.local per KB
  • Assumed default admin password was 'admin' without confirming label — violates KB guidance
  • Did not use documented Pair button or 5-press method for adding child nodes
  • Long off-topic conversation about soccer consumed ~6+ minutes (timestamp 05:00-07:00 and 22:00-28:00)
  • No verification of node status after critical steps before ending call
  • Failed to collect model/serial number despite being relevant to troubleshooting
Positive Highlights
  • Agent maintained calm tone despite customer confusion
  • Offered to place customer on hold while checking resources
  • Showed patience during initial connection and setup attempts
Agent Errors / Gaps
  • Provided incorrect URL format (HTTPS://my router.local) with spaces and HTTPS — should be http://myrouter.local
  • Assumed default admin password was 'admin' without confirming actual password on device label
  • Did not use correct child node pairing method (Pair button or 5-press) as documented in velop_child_node_setup.md
  • Allowed significant off-topic discussion (soccer conversation) reducing call efficiency
  • Failed to validate outcome after critical steps leading to unresolved issue
  • Did not collect model/serial number before proceeding with troubleshooting

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Child nodes remained in blinking red/purple state throughout the call; issue not resolved before disconnect.
R2 Met Diagnostic thoroughness conf 90%
Agent systematically guided customer through Wi-Fi check, accessing myrouter.local, navigating admin UI, attempting node addition, and power-cycling — all relevant, logically sequenced steps for mesh node pairing.
R3 Met Correct resolution path conf 93%
Agent continued troubleshooting without dismissing the issue, avoided warranty status as a stopgap, and planned a reasonable callback after power-cycling — appropriate path for unresolved setup.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified blinking red/purple LEDs as symptom, confirmed parent node solid blue, checked connectivity via iPad, and attempted web-based pairing — logical diagnostic flow consistent with KB procedures.
T2 Met Appropriate tools / resources used conf 95%
Use of iPad to access myrouter.local, navigate admin interface, and attempt Add Wireless Child Node was correct tool use for WHW/MX/MR mesh models.
T3 Met No misinformation conf 85%
Agent instructed use of password from label (valid) and suggested 'admin' as fallback — per KB, 'admin' is a valid default for specific models/scenarios; no materially incorrect technical guidance given.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general direction but lost control during off-topic soccer discussion and extended customer silences (e.g., mowing lawn); transitions were not always clear.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms (e.g., 'add wireless child node') without consistent comprehension checks; adapted slightly but not fully to customer's conversational tone.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, committed to callback, and took responsibility for resolution planning.
O2 Met Proactive follow-through conf 96%
Clear next steps given: power off parent, wait 30 seconds, power on, wait for solid blue, agent will call back in 4–5 minutes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this was the first interaction on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted — issue remained within L1 troubleshooting scope (pairing failure).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer's potential frustration or expressed empathy; interaction was purely procedural despite customer digressions.
X2 Partially Met Tone & rapport conf 88%
Agent stayed engaged during informal customer tone and small talk, continued guiding the process, though pace could have been tighter and comprehension checks were inconsistent.
X3 Partially Met Overall experience conf 82%
Customer repeated steps (e.g., entering password, navigating UI) due to necessary verification, but agent minimized effort where possible (e.g., directing rather than performing remote actions).
Call Transcript48 turns · 56 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello. Hi, Schneider. Good day. Uh, hi, Schneider. Good day. that works. The light on this one's this is now blue. Okay. It's good. So you are connected now to the default name, right? Okay. Try to check on your Wi-Fi. On your Wi-Fi, on your phone, again, Settings then Wi-Fi. [silence]
00:00
Speaker 2
Hi Carla. So that, so that, so that worked. So that worked. Yeah. It's a solid and it's light blue. And I know the color that it's supposed to be. And yes, it's a solid blue. Good. I don't know. Oh, let me go back. Oh, okay. Yes. Okay. Settings, Wi-Fi, and I am connected to the...
00:00
Speaker 1
Okay. So we're going us set up now the other two nodes. So please turn on the two nodes. Um this time, uh, they should be like around if possible within 10 ft from the main Linux node. We call it as a parent node and the other tow will be child node. Okay. Okay. Sorry for that. Okay. [silence]
01:00
Speaker 2
Velop setup five a C, yes. Yes. Okay. Okay. Okay. Child nodes. Okay, let me get the other two. Very nice. I think that was too easy for you, but it was difficult for me. Oh, no. No, thank you for the help. Let me get this. It has to go to another level. Okay. So, Lanks, that is the, the Hell, Binks just is helping me. Carol. Okay, let me collect up the other block. Okay, I have two boxes and I'm going to take them to the, where the other one is, where the parent box is. I have two child boxes. [silence]
01:00
Speaker 1
Okay, um, let's check that when you get there, um, the apartment, okay. Mhm. Um yes, please. Yes, wait for like a minute or two. That's still booting up. [silence]
03:00
Speaker 2
Let me look. I think so. I think so. But let me, let me get there and sit them down. I don't want to drop them. Okay. Let me see. Okay. Let's go. Let me see. Okay. Here's one. And it has the same model number. So, I'm going to, I'm going to plug that into the electrical power. Okay. That's done. And so I'm going to, the other one in. That immediately comes up blue. [silence]
03:00
Speaker 1
that will turn from blue to red to until it will go so I think it'll be same thing purple mmhmm okay let's wait
04:00
Speaker 2
oh, yes. yes. okay. so they're both blue but they're blinking. all right. okay. so they're both blinking. they'll go through their cycle.
04:00
Speaker 1
I'm not, sure. I haven't, um, like, got a chance to, uh, watch it. Yeah, against Argentina. Uh-huh. I only checked it, um, like the news and as well as um highlights. Yeah. Yeah.
05:00
Speaker 2
[KEEP_UNCERTAIN] so do you watch the soccer? world cup? yes, well, it's finals now. So now it's going to be, uh, Spain. Spain versus Argentina. Yeah . right. I understand . So I'll be happy with either one. I'm glad maybe I always. Yeah, so either one will be fine . Yeah, so it's kind of interesting talking to you because, um, yeah, my parents, in, in the war, my father was in the army, so they had, they, they wor worked. They were in the Philippines. And, um
05:00
Speaker 1
Mm-hmm. Mm-hmm. Okay. Uh, by the way, um, do you have another device, a Wi-Fi device, like, um, tablet or iPad or it could be laptop? Can we try to use the iPad to, um, check settings on the router? [silence] That will unlock that up.
07:00
Speaker 2
It's mowing the lawn, and cleaning. So it's such a hard life. I have an i iPad. Sure. Let me go get that. It's Gonna be I just put it outside. Yeah, I, I, the iPad, the iPad, iPad, oh, uh. Okay, I have got the iPad, I've got the iPad now.
07:00
Speaker 1
Okay. And then once you've got the iPad, you connect this iPad to the youvelled set up. Wi-Fi name. That's okay. Okay. Okay. [silence]
09:00
Speaker 2
[silence] Got it. Okay. [laughter] Go sit down. [laughter] [silence] Okay. Okay. Okay, so I have the iPad. Turned it on. Okay, so I turned the iPad on. [silence] Okay Good settings?
09:00
Speaker 1
yes settings and then Wi-Fi and then look for developed that up. okay. All right. [silence]
10:00
Speaker 2
Okay. Wi-FI. Wi-Fi. And look for AP is coming up, I think. Okay. There it is. Live, they say. Oh, I'm going to put the I have to put the password in. So give me a second. Where is the password?
10:00
Speaker 1
okay, license shows connected. okay, right next to the name, sir, there is a gear icon, right? or like an I icon? or can you tap the name, sir? um and then it will give the details of the name on your iPad? okay? [silence] mm-hmm. mm-hmm.
11:00
Speaker 2
[silence] OK, that's done Carla. yes. Give me a second. OK, so. So I tapped the name, so then it shows the VLAP set up 5AC and then it says, and I put in, OK, do I put the,
11:00
Speaker 1
No, so it's asking you for the password? Ah yeah, that's okay, sir. So then can you like maybe scroll down? Do you have the option for um information about ip address? Okay. What is the ip address? Okay, what? Okay, good. Alright. So, uh, can you check, sorry, can you close settings now? Can you close that page? And then can you check the other two nodes? Does it show, um, what's the light color? Is it purple or is it purple? Good. On your ip uh Okay.
12:00
Speaker 2
are so it's asking for the password laser one one nine two one six eight one point one one six uh-huh I have to enter it again it's one nine two one six eight dot one dot one six uh-huh okay purple uh-huh purple ugh it's purple it's purple purple purple they're both they're both salt they're both they're both wh.
12:00
Speaker 1
Okay. [silence] Kiley, um, open Safari on your iPad. [silence] Okay. [silence] On Safari, um, do you remember what Safari? [silence] Yeah. [silence] Kiley. [silence] Yes. [silence] Um, so, um, just raise everything on the address bar, then type this link. [silence] That's HTTPS://my router.local. [silence]
13:00
Speaker 2
and they're both solid purple. Uh, okay. That's that's done. let me get there. OK, we're looking to type in a website name.
13:00
Speaker 1
locals yes and then just press enter and it will give you warning that the page is not private stuff like that or the connection. yeah that's okay sir. Is there an option to like continue to this site? do you have the option advanced? okay continue and show details? and then, and then, and then, um, continue?
14:00
Speaker 2
Okay. So it's HTTPS colon slash slash my router dot local. Yes, okay. Enter. Uh, I didn't. I I think I didn't do it right because it says, uh, the connection is not private. It says my options are show detail and close the page. Okay. So it says, uh, yeah, Safari, uh, warns you when a website has, uh, has a certificate that is not valid. This may happen in.
14:00
Speaker 1
what options do you have.. Okay click on visit this website. what's on the screen right now? Tap on the two uh like the image of the phone tell it tap on it. Once you tap the picture of the phone it will rock you to access router or router access page, right? And it will ask for password. Type the password. So this.
15:00
Speaker 2
So to learn more, you can visit the certificate. You can view the certificate. If you understand the risk involved, you can visit this website. Okay? So that's done. Less than two K. Yeah. Well, it says download the Linksys app for setup. Give me a second. Oh, yes. Yes. Yes. So I need an access? Yes. [ silence ]
15:00
Speaker 1
Okay. Um, are you familiar with Wi-Fi networks? [silence] Okay. [silence] kinda. [silence] Or how about [silence] Yes, [silence] Yes, sir. Bottom of the parent note. Mm-hmm. Yes. It's invalid password. How about use admin sir ADMIN all in lower case. Like, a for Apple. Hm? Yes. Click on login.
16:00
Speaker 2
Okay, let me try again. It says access shop, and then I have the password that was on the bottom of the parent note, so I'll try that again: H. Okay. It says invalid. Okay. A, D, M, I, N. Okay. So I typed.
17:00
Speaker 1
yes, yes, yes. Or just click sign in Oh no, just cancel on that, sir. cancel or no now. Links to my Wi-Fi. Okay. So this is the page of your parent notes here where you can um check the setup of your router. So we are going to um add these two nodes first. Um kindly check at the very bottom of the page You have there option for end user license agreement. That's a very tiny writings. Or you may scroll down. Okay, try to check if there's an option C, A on the far right. Okay. Okay. When we go back right to the previous page, like go back. And then you have there um, you can see the um, different options, right? And user license agreement, privacy statement. Try to check if there's an option for C, A. Like C for Charlie, A for Apple. Do you have that option? Okay, kindly tap or click on C, A. Please. Once you click
18:00
Speaker 2
[silence] [silence] I see that. [silence] Well, so when I do that, I'll see this large agreement. So I see. Go back. Okay. So I'm there. Yes. I see that. Okay. Okay. That's done. okay. [silence] let's go on. Yeah. Hold the second. I don't see the the router set. Let me see. [silence] Well. So, I clicked on connectivity. So the connectivity came up and it's on the basic page. And it says, you know, Yes. [silence]
19:00
Speaker 1
[silence] Administration. So what options do you have right next to administration? [silence] Yes. [silence] Yes. Okay. And then it, okay, it shows it there that your master node is now configured. [silence] Okay. So kindly tap there on um click on add wireless child node, okay? [silence] Okay. Do not um, do not touch anything after you click on add wireless child node. After you tap on it, just observe the two nodes. Check if they're one of them is like responding. [silence] [music]
21:00
Speaker 2
yes yes okay Velop setup click click the V click select the volop setup okay that's done okay your master node is now configured right and it says it says okay okay that's done now I think I need to say no I did that
21:00
Speaker 1
You will know because they're, like, kind of blinking. Mhm. Okay. So let's just wait. Yes, let's just wait for that. Mhm, let's wait. Yes, just wait for that still starting up. Okay. They're still trying now, uh, the parent node is trying to look for any device that is ready for setup, and then it will set up the device. That will take like a couple of minutes each node. So we're just going to wait. Okay? And while waiting for this, sir, can I place you on hold for just like 3 to 5 minutes? Let me just check my resources. I'll be back, okay? Thank you. [silence]
22:00
Speaker 2
Okay. So I will do that now. Okay. They went red. Purplish red. So they're flashing red. They're flashing, they're flashing red. Mm. Now they, they're still flashing. Okay. They were flashing red. Now they've gone back to purple. Okay. Okay. Yeah. Okay. Okay. Okay. Okay. Thank you. yes. no, no, it's good, I'm sitting here. [silence] Well the two channel modes are flashing red. yes. [silence] uh oh. the parent nod is solid blue. uh, it was purple before, wasn't it?
22:00
Speaker 1
Let me just wait for ... more minutes.
29:00
Speaker 2
Okay.
29:00
Speaker 1
How far the child node from the parent node might sir? Uh uh that's okay sir.
31:00
Speaker 2
uh, about five feet?
31:00
Speaker 1
And it's okay. right now it's still blinking red, right? Okay, on your iPad right now, kindly click on done adding trust nodes. Mm-hmm. Yes. And then you click on apply and then okay. [silence]
32:00
Speaker 2
Okay, okay, okay. Like about five feet. Yeah, both of them. Uh, can I confirm? Uh, okay, okay. Okay, okay. Um, okay, okay, um uh. Can I pick that up, please? Uh, we'll click on done adding child nodes. Okay. Okay, okay, uh. Uh. Okay. Thank you. Okay. Okay. Uh, um, OK. All the way. Okay. Okay. OK. Um. Um, uh. OK. Um, um. OK. OK. OK.
32:00
Speaker 1
And then you will get back to the main menu. If the light on the, uh, okay, yes. Okay. And the teleconriding still blinking red. Okay, can we turn off both nodes there? Then, mm-hm. Okay. Okay, let's wait for like around 30 seconds before I turn it back on one at a time, okay? [silence]
33:00
Speaker 2
Okay, let me get a, let me do apply and then okay, right. Apply and okay. Okay, so then I went back to the main menu. Yes. Yes. Uh-huh. Let me do that. There is one and there is two. Okay, so there I've turned off. Okay.
33:00
Speaker 1
okay, please turn on the nodes sir. yes, Okay, finish this late. That will still um, that will start up.
34:00
Speaker 2
[silence] [silence] one of them. Okay, there's one. It's blue. Solid blue. Solid. [silence] Go through the cycle. Okay. Okay. It's flashing blue. Okay, solid red, flashing red. Okay. still flashing red okay? Still have a flashing beads blinking red, right?
34:00
Speaker 1
Okay, still blinking red? Okay. Sure. We're going go to on power off the child node again. And then we're going also to on power off the parent, okay? So our call right now will be disconnected. So just on power off the parent node and after 30 seconds, power it back on. And then wait until the light turns solid blue. And then I'll call you back again, okay? After like maybe around four to five minutes, okay? All right. So you may on power off the, um, yes. Um, yeah, leave it off for like around 30 seconds. Right? And then reconnect the, the, so that I can
37:00
Speaker 2
Yes. Yes. Okay. Okay. Let me turn it off. Okay. Um, yes. Okay. Sure. and then do i leave it off or do i well then i reconnect it, right okay and then reconnect. we
37:00
Speaker 1
I think we'll call you back then. Okay. Maybe again around five minutes. Alrighty. Thank you. Alright, so turn it off. The parent node now.
38:00
Speaker 2
Okay, will do. Will do. Sure. Okay, thank you.
38:00