V2 Rubric Detail — ca4b438e-75b4-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 01:24
Duration
25m 10s
Contact
AJ Shelat
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135589
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - no internet
⚠ 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
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall60.1% (+28.1)

V2 Grader Summary

The customer confirmed all three nodes were connected via the app, satisfying R1. However, the agent provided a materially incorrect technical instruction by advising a 5-press reset for a device likely belonging to the SPNMX/Cognitive Mesh family, which is explicitly excluded from 5-press support per universal_5press_models.md, resulting in T3 Not Met. Key diagnostic steps were skipped, customer effort was increased through redundant requests, and empathy was absent despite visible confusion.

V1 Case Analysis

Customer reported mesh nodes not connecting after factory reset. Agent instructed 30-second reset and 5-press method. Main node showed solid teal (not standard color), child nodes remained red/blinking. App showed nodes offline. Agent provided invalid signal threshold (-69) and did not confirm resolution. Warranty status claimed without verification.

Troubleshooting Steps
  • Attempted to obtain model/serial numbers (unsuccessful)
  • Instructed 30-second factory reset on all units
  • Guided through 5-press pairing method
  • Had customer reconnect to default Wi-Fi SSID
  • Advised to refresh/reinstall Linksys app
Key Observations
  • Agent failed to obtain model number despite multiple opportunities (02:00–04:00).
  • Provided factually incorrect LED color descriptions: 'magenta' and 'teal' are not documented in KB (05:00, 10:00).
  • Stated an invalid signal strength threshold of -69 dBm, which is not part of any Linksys guidance (24:00).
  • Incorrectly claimed the router was out of warranty without verification (08:00).
  • Main node showed internet, but child nodes remained offline; no confirmation of mesh functionality.
  • No escalation offered despite unresolved issue and potential hardware fault.
Positive Highlights
  • Correctly used the 5-press pairing method after the reset (08:00), which is valid for Velop models.
  • Guided customer to reconnect to default Wi-Fi network (10:00).
  • Attempted to use the app to verify node status (20:00).
Agent Errors / Gaps
  • Did not obtain or confirm product model number despite repeated attempts.
  • Stated the router was out of warranty without verification or lookup.
  • Described non-standard LED colors (magenta, teal) not documented in KB.
  • Provided an unsupported and incorrect signal strength threshold (-69 dBm) as a fix.
  • Failed to confirm whether child nodes successfully joined the mesh network.
  • Did not offer escalation path despite unresolved issue and potential hardware fault.
  • Misrepresented the 5-press method by instructing a 30-second reset first, which is not part of the documented procedure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'All three nodes are now connected according to the app… you took care of it.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets and 5-press method but skipped key steps: no modem power cycle, no WAN cable verification, no local web interface check; relied on app without confirming physical connectivity.
R3 Met Correct resolution path conf 95%
Agent acknowledged device was out-of-warranty but still provided full troubleshooting, aligning with best-effort OOW standard rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red lights and post-reset failure but did not systematically isolate cause (e.g., no modem test, no ISP verification); jumped to 5-press without confirming model or ruling out upstream issues.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used the Linksys app appropriately but failed to leverage basic tools: did not instruct customer to test internet at modem via Ethernet, nor check local web interface (192.168.1.1), which could have confirmed WAN status.
T3 Not Met No misinformation conf 90%
Agent instructed a 5-press reset without confirming the model. The customer described the device as 'develop links to smart network' (likely SPNMX/Cognitive Mesh family). Per universal_5press_models.md, the 5-press method is invalid for SPN/Cognitive Mesh (which use the Pair button). This is a material technical error.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general direction but lost control during serial number collection, repeated requests, and long silences; failed to reframe after confusion around app behavior.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not adapt to customer’s confusion about app state or node status; no comprehension checks after complex steps like app reinstall.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, avoided transfer, and followed through until customer confirmed success.
O2 Partially Met Proactive follow-through conf 75%
Agent gave vague timelines ('wait 3–5 minutes') and did not specify when reconnecting would complete; app refresh step was unclear, leading to customer confusion.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — agent made correct judgment to continue troubleshooting and achieved resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration after factory reset failure or repeated effort; no empathy statements despite clear signs of fatigue.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without adjusting tone or pacing; customer expressed confusion about app behavior but agent did not slow down or rephrase.
X3 Not Met Overall experience conf 90%
Customer asked multiple times for serial numbers despite difficulty accessing labels; forced to uninstall/reinstall app unnecessarily when a simple refresh might have sufficed.
Call Transcript33 turns · 40 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your devices, 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 Linksys. My name is Nathan. May I know who am I speaking? [silence]
00:00
Speaker 1
What's up. Um, Lawrence, S-H-E-L-L A-T. a lot. S-H-E-L-L A-T. Sure, it's S-H-E-L-L A-T. Like Simon, Henry, Elephant, Lima, Apple, Tom. Well, I've got this develop links to smart network router and two nodes. Um, and for some reason, it's just not connecting to my internet. It used to work up until today, we're just, we did a factory reset on it. 'Cause it was acting kind of weird. Now, it just won't come up at all. Right now, um, on the two remote nodes, it's solid red on the, um, the main router base unit with, uh, flashing red.
01:00
Speaker 2
AJ. What's your last name, AJ? Sorry. Uh, you're cutting off. Can you repeat one more time? Hmm. Okay. Okay. Okay. Now, can I help with AJ? Tell me Tell me the color of the lights on the router. What is the color? On top. [silence]
01:00
Speaker 1
I've got the serial or model number, if you want that from the base. Just a second here. You know what I'm saying, it's not a serial number. There's a name and a password and a recovery key. No serial number. Serial number's where. Okay. One second here. Let me try to get the under label. They're kind of in such a weird area. It's kind of hard to see.
02:00
Speaker 2
can you bring that to channel note nearby give me okay serial number give me the serial number no not that one don't give me that one that's yours the serial number is in the other side maybe uh there are two labels in that one it depends upon the model
02:00
Speaker 1
Okay, so, serial number is... ...W... ... ... ... ... Maybe version... ... ... ... ... Sure. Give me just one moment. I can't read that, dude.
03:00
Speaker 2
Let me take a look. D you have the model number? way chance. All right. That's okay. You have three units, right. Can you bring the two units nearby? We need this one. Okay. Can you give me the serial number of at least one of the other child?
03:00
Speaker 1
Okay, the other one is 26. D like David 10608-826-28. In. And. Okay. The first one is done. [silence]
04:00
Speaker 2
yeah, that's good. Now, can you press the reset button and hold it for thirty seconds on all three one at a time?
04:00
Speaker 1
Okay, all three of them have been reset.
05:00
Speaker 2
wait on wait until becomes solid magenta or light red when they are all the three tell me can you give me your email AJ just in case I get to send you some information I'll create a case for you
05:00
Speaker 1
Oh, it's A-S-H-K-O, home, H-O-M-E, at gmail.com. Alpha Hotel, Kilo Oscar, home, at gmail.com. Okay, yes, sure. That email, have access to it. The main unit is dark, uh, it's solid red. The remote units are flashing blue. Solid red. Yellow, bright red. I mean, there's only really one shade of red on this thing. and the remote unit, one of them just became solid red as well. One of them is still flashing blue. But that was also the last one to get reset. It's connected. I checked through my modem app, which is from spectrum. It says it's connected. And if I do a speed test on it, it does seem to be getting some sort of feedback. All three are solid red now. Yes. Okay.
06:00
Speaker 2
Mm hmm. That's OK. So modem, uh, what's the status of the modem? Connected. All right. That's good. Good, good. Now, tell me if it's solid red all through them. Cool. Go to the mother node, the one that's connected to the modem. And then, this time, I need you to press and release. Do not hold.
07:00
Speaker 1
The reset button. Okay, one second. One press, one, and do it five times. Okay, so we've pressed it five times now. Once per second. Now it's turning like a yellow, orangey color. And it's blinking. Okay.
08:00
Speaker 2
Okay, press and release one press per second, one press per second, and then five times, go. Okay. All right, wait for it. It will take around three to five minutes. It will time to reconnect. [silence] All right, AJ, your router is already out of warranty. I'm doing this for one-time support, just in case. And if this is a hardware issue, I cannot replace the router, but I can have... Please reconnect it and check if it's working.
08:00
Speaker 1
Okay, by the way, now it's a solid, we'll call it a greenish color. Teal, yeah, that's a good example of the color, but yeah, better name for the color, rather. So solid teal. And that's yeah, those are blinking, um, red. Yeah. It does say ú Valve 80 when I remember that. I see the password. So you want me through wi-fi connect to it? [silence] uh, now.
10:00
Speaker 2
Yeah, Tio. Tio. Yeah, Tio. Wait for the child node. The child node are also blinking now? All right, that's good. Go to the other part, they'll turn out sign down. You will see the default network name as Bellot setup, I think, 801, I'm not sure, can you check? All right. Try to connect to that one, it will ask for the pass word, the pass word is underneath the router. Yes, why is I connecting?
10:00
Speaker 1
Sounds good. I will do that. Wait one second here. I also see the three 77 two different develop ones but I'll connect to 800. right, those are the ... So, I've connected to that guy. Um ... Like to it, but it did not ask me for a password. [silence] Okay, so check ... Okay, so you want me to do like a ... Maybe a speed test. [silence] Right? okay. [silence] Um, go to a another website. [silence] Let's look at men's shoes. [silence] Okay. [silence] Seems to be working. [silence]
11:00
Speaker 2
It's okay. That's for the child. 801 is the mother node. Check if you have internet. I believe you have. The remaining thing is to change the network name to the original and the network Wi-Fi password as well. Yeah. You already connected. You tried to connect last time. It's saved. Can you check if you have internet? Config? Browser? Any? Go ahead.
11:00
Speaker 1
[silence]
12:00
Speaker 2
Alright, alright. Now, all you need to do is change the Wi-Fi name. Okay, currently, the Wi-Fi name is Bell131U. And wait, until... Okay, wait for it. It's still trying to look for the icon. For now. Wow. That's good. So, do you want to keep this Wi-Fi name or do you want to change it? Alright. Can you download the Linksys app? Alright. Close the Linksys app, open it again from the top. Yes, yes, correct. media around.
12:00
Speaker 1
nothing's telling me to reset my node why is it telling me to reset my node I can I can't Okay, so I'm going to remove the app. I'm on an iPhone, so I'm clicking on delete app. The delete link says deleting this app will delete its data, so I'm going to press delete.
14:00
Speaker 2
how's that can you uninstall the links is up. He's having trouble It's still looking for the old one? Close your links is up and install and then reinstall. Yes and then reinstall. Yes. Make sure that delete old data [silence] Good. [silence] Yep. Yes. Uh, that's okay. That's it. That's it. It's done. [silence] Uninstall and reinstall now. Hmm. Okay. So the old one, I mean, Yeah. And before he was called John, he was named... Jerome? Jerome.
14:00
Speaker 1
No. No. it's just. still. it's it says it's looking for zählt nodes right now. Oh, which. should I put next or should I say add more nodes? Yeah. Okay. Send send diagnostic data. going to send diagnostic data. okay, All right, Now, OK, nice. Now I say, I see the three, it says there's three nodes. However, I, I must have, they're nodes still or they're blinking red. So should they, are they just waiting to get online?
19:00
Speaker 2
No, yes, yes, sorry, wrong. Yes, and then go to dashboard. Once you at the dashboard, tell me. On the upper left side of the screen, there are three bars, that is where you configure that. Uh, change the name, the Wi-Fi and many other things. Yeah, good. Yep, hit allowing, blue, and then hit out our devices. Are they connected now? [silence]
20:00
Speaker 1
Devices, yes. Okay, got it. The child nodes are still blinking red. [silence] Uh it does say internet online and that's probably the main node. It's the two child nodes that are still trying to connect, I think. [silence] So one of them just went solid. One just went solid teal.
21:00
Speaker 2
when the status is it online or offline? Mm-hmm. around two to three minutes more, a nd then if it doesn't, then we'll do something else. I'll be back in two minutes.
21:00
Speaker 1
second one, also. what? so, if I'm clicking on the three notes, it's funny cos the two's still say offline. there's a way to refresh there. all right. K. cos there's no pass. all right. me, uh, close this and try to reopen it. see what it does here. all right, so.
22:00
Speaker 2
it's just a waiting game you're good you're good on the app can you click the three notes okay it takes time it's not immediate you can close it and open it again to refresh it's not automatic it's not real time I should say
22:00
Speaker 1
Okay. So it looks like all three nodes are now connected according to the app. It says DVM for the, okay. Are you talking, we're talking about the two child nodes, right? Okay. Okay, so one says 528.
23:00
Speaker 2
[silence]
23:00
Speaker 1
what negative 1 yes. Okay. So I'm sorry. You you if if it hits what number you're getting moving closer? 70. 70. Okay. Sounds good but right now they're they're literally right next to each other and says now negative 1. Okay. Sounds good. All right appreciate your help. Thank you very much. Nope. You you took care of it. Thank you.
24:00
Speaker 2
fast to too no too close you can still move it the value you need to maintain is negative 69 it's a trial and error all right if it's more than 70 70 80 is too far it will create disconnect move it closer uh yes not more than 69 69 is your threshold 70 ah that's a good one ah too close all right you know what to do AJ all right then anything else I can help have a nice day and thanks for calling My name is Nathan. My pleasure, having you. Good night, MJ. Good luck!
24:00