V2 Rubric Detail — cc115024-6460-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:10
Duration
79m 38s
Contact
Peter Cisek
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (25 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.9/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall58.8% (+20.8)

V2 Grader Summary

The agent achieved a successful resolution by identifying a defective node and initiating replacement (R1, R3), supported by thorough troubleshooting (R2, T2). However, technical inaccuracies — notably the 'solid pink' and 'goes solid red before blue' claims — contradict KB and constitute material errors (T3 Not Met). Communication failures, including poor call control and lack of adaptation to customer distress, severely impacted experience (C1, C2, X2, X3). Ownership was maintained, and no escalation was needed.

V1 Case Analysis

Customer reported child Velop node stuck solid red, not joining mesh. Agent performed firmware upgrade (1.0.11 → 1.0.12), multiple resets, and wired/wireless add-node attempts. Node determined defective; replacement process initiated requiring photos, proof of purchase, and shipping address.

Troubleshooting Steps
  • Verified default SSID and attempted admin page access
  • Checked and upgraded firmware from 1.0.11 to 1.0.12
  • Performed multiple hard resets (≈20s hold) on the node
  • Attempted wireless node addition via 'Add Wireless Child Node' function
  • Attempted wired backhaul connection using Ethernet cable
  • Observed LED states (inconsistently reported)
Key Observations
  • Agent never collected product model or serial number, violating core protocol for hardware troubleshooting.
  • LED color descriptions were technically inaccurate and inconsistent (e.g., 'solid pink' at [53:00] instead of purple).
  • Call featured excessive silence, unexplained holds, and poor call control, resulting in a 75+ minute inefficient interaction.
  • Agent failed to confirm admin password access before proceeding, causing customer frustration about 'too many passwords'.
  • Despite severe process flaws, agent correctly identified hardware fault and initiated valid replacement path with clear documentation requirements.
  • KB accuracy: Agent followed generally correct firmware upgrade and reset procedures for Velop mesh nodes, but LED guidance was inconsistent with KB reference (should be purple/blue/red, not pink).
Positive Highlights
  • Initiated firmware upgrade to latest version (1.0.12), aligning with standard triage.
  • Performed multiple hard resets and attempted both wireless and wired node addition methods.
  • Consulted supervisor before finalizing hardware fault conclusion.
  • Correctly identified likely hardware failure after exhaustive troubleshooting.
  • Initiated proper replacement process with clear documentation requirements (photos, proof of purchase, shipping address).
  • Committed to sending follow-up email with instructions, providing concrete next step.
Agent Errors / Gaps
  • Failed to collect product model and serial number, violating core protocol.
  • Provided incorrect LED color interpretations (e.g., 'solid pink' at [53:00], mislabeling solid vs. flashing states). KB reference: Velop Intelligent Mesh LED states are purple/blue/red; pink is not a valid state.
  • Did not verify admin password access before proceeding with firmware update.
  • Repeatedly switched between firmware upgrade, reset, and add-node steps without validating outcomes, creating avoidable loops.
  • Allowed excessive silence and unexplained hold periods (e.g., [48:00], [65:00], [73:00]), indicating poor call control.
  • Failed to set clear expectations during holds or explain supervisor consultation purpose.
  • Did not confirm topology details (e.g., parent node model, network layout) before troubleshooting.
  • Gave contradictory instructions about Ethernet connection timing (e.g., [59:00] vs. [56:00]).
  • Used unprofessional phrasing ('break break' at [56:00]) and failed to acknowledge customer frustration about time spent ('five hours on the phone' at [58:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent determined the node was defective after exhaustive troubleshooting and initiated a replacement process, including requesting proof of purchase and shipping details.
R2 Met Diagnostic thoroughness conf 90%
Agent performed firmware upgrade, pinged the node, conducted factory reset, attempted both wireless and wired addition, and verified LED states — all relevant steps for a non-joining mesh node.
R3 Met Correct resolution path conf 93%
After confirming the node failed to join despite correct firmware and reset, agent correctly escalated to hardware replacement as the only viable path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid red LED, not joining network) and took logical actions, but did not clearly articulate a root cause or follow a structured diagnostic sequence.
T2 Met Appropriate tools / resources used conf 90%
Agent used remote access to check firmware, ping the node, and access the web interface — appropriate tools for diagnosing a mesh connectivity issue.
T3 Not Met No misinformation conf 92%
Agent incorrectly referred to 'solid pink' LED (no such state in KB; should be solid purple), and stated the node 'will go solid red before solid blue' — contradicts KB which says solid red indicates failure.
Communication
C1 Not Met Clear & professional language conf 95%
Multiple unexplained silences, abrupt transitions, and unannounced holds (e.g., 'I'll put you on hold' without context) show loss of call control.
C2 Not Met Confirmed understanding conf 94%
Agent used inconsistent terminology (e.g., 'solid pink'), gave unclear instructions, and failed to confirm understanding despite customer frustration and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case end-to-end: performed troubleshooting, consulted supervisor, and initiated replacement without transferring or abandoning the customer.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to send an email with next steps but did not specify when it would arrive or what the replacement timeline would be.
O3 Not Applicable Closure confirmation conf 97%
No prior case history was referenced or evident; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed, and none was warranted — agent appropriately handled the case to resolution via RMA.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation and apologized for inconvenience, but responses were procedural rather than empathetic; did not acknowledge customer’s 'five hours on the phone' comment meaningfully.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, technical tone despite escalating customer frustration and confusion, failing to adapt pace or simplify explanations.
X3 Not Met Overall experience conf 92%
Customer repeated reset attempts, waited through long unexplained silences, and was put on hold multiple times, significantly increasing effort.
Call Transcript58 turns · 82 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. Hello, this is Eric from Linksys customer assurance team. May I speak with Peter? [silence] Hello. Thank you for patiently waiting and uh can you hear me okay on the line? Thank you. Okay. Uh generating now. Uh by the way, this call is recorded for quality assurance purposes. [silence] Generating session ID. The session ID is 246095989.
00:00
Speaker 2
Yes, sir. Yes, I do. What's the password? Session ID? All right. No problem. [silence]
00:00
Speaker 1
Thank you for allowing me access. Let me proceed. I'll just check your connection settings. OK. I'm going to your network. Uh oh.
01:00
Speaker 2
It's wired. It's not Wi-Fi. Oh, you see. [silence]
01:00
Speaker 1
but this computer if we turn on the Wi-Fi you can connect wirelessly right okay thank you later on we'll uh connect to the router okay so the router uh what we verified its default SSID can you confirm is it underscore velov setup 5b3? OK I believe I see it now on your screen.
02:00
Speaker 2
Yeah, it's important to do a lot yeah, I think so. [silence] yeah, that's okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
02:00
Speaker 1
going to access the setup page of your problematic node. Okay. I typing the admin password. That's the default. [silence] Oh, by the way, before we proceed, I'll just double check that this is the actual firmware of this problematic node, together with its zero number, okay? That's what we had verified here, okay? So from being 01552, last five digits, and this is one dot 0.11, okay? So later on, we'll be upgrading it to one dot 0.12. So let me now proceed. I'll go to your downloads. Okay, this is the one that we downloaded. this one. one.gen. one. one dot. Oh. 12. 16903, okay? Uh, yes, peter. You've mentioned something. Okay. Thank you. Okay, I'll now start. dating the primary now. I'm pinging your problematic child node. I'm reconnecting to your node since it rebooted earlier. Okay. So since we have a reply now, it's now rebooted and could we check the LED, is it now lit again, solid purple?
04:00
Speaker 2
Es ist doch. [silence] Aber sehr Waden kadar ist doch. [silence] Ich hatte so повеќе sahen. Doch es war für spesifikke Zeiten. [silence]
12:00
Speaker 1
Okay, so the firm wider now upgraded the latest version. So the next part here is, I'll be access into your parent node. Then we will add in this child node, okay? Wirelessly.
13:00
Speaker 2
I'm sorry. I just, it's too many passwords. I can't believe this man all the time. Password, password. Yeah, it's, I'm sorry, I just, it's too many passwords.
15:00
Speaker 1
In adding that problematic node, okay? So, I'll now proceed on add wireless child node. So, currently that's solid purple, and eventually it will be flashing purple, okay? Adding wireless child node now. Okay. [silence]
16:00
Speaker 2
death proper blinking OK cool let's head on to the next one Another one is I didn't know was happening damn easy down here [silence]
16:00
Speaker 1
What's the light right now, still flashing purple? Okay. So it will take about 3 to 5 minutes. We're still not on that halfway yet. Time check 7:28 P.M. Central time. So we'll be expecting to double check the node within 3 to 5 minutes. So within 7:31. Okay. [silence] It's okay. We're not yet under five minutes. [silence] It will go solid red before it will go to the final solid blue. [silence] No, they're not gonna listen to me, so goodnight Well, to generate system all logs, may ask for help, to type in your own router administrator password? [silence] Well, okay.
17:00
Speaker 2
and I don't think it works The red is red. solid red. salt. [silence] And I guess it's up. I don't wanna I don't wanna. All right. Hello. Thank you. Salt.
22:00
Speaker 1
Slowly, can you hear me? Can you hear me now? Can you hear me? Can you hear me? Oh, All right. I'll just put this stuff. on there. [silence] Yes. [silence] Yes. I took notice of that. [silence]
24:00
Speaker 2
Dude, intern CEOs of the buggy boss in today's video they. They take for the vacation, but the bears on all the funds. [silence]
31:00
Speaker 1
Please type in your router administrator password.
32:00
Speaker 2
some Don's offensive boundary for others. The commission challenge it suits forty years least fifteen stories for our great cracks are wildly popular child is in the woods sentiments who you may the world smells man shouldn't I can commit such a terrible crime the big fork Matt first here with me
33:00
Speaker 1
Can I check the LED status of the the node? It's a solid red, not flashing red, just solid red.
36:00
Speaker 2
But this is all food right there.
37:00
Speaker 1
May I check what's the lead of the child node? May I ask for your help, Peter? Could we turn off the child node? Then wait only for about 15 seconds before turning it back on. Thank you.
38:00
Speaker 2
low. [silence] [music] plug in
40:00
Speaker 1
Oh, yes, thank you. It's OK if it's just plugged in, it will turn solid blue, but it will be flashing blue eventually. So just wait for the right time frame. [silence] while waiting, all your working child nodes are connected to your net gear 10-port switch, correct. They're connected wired. Yep. Your house is uh one-story house or two-story house? Thank you.
41:00
Speaker 2
Yes. Correct. Why? They connect. Why? How's that work? Two-story. Sure, that's interesting and all, but why is there a ball sitting on top of it then?
42:00
Speaker 1
Let me know then what's the LED indicator of your child node. That's what we discussed earlier, okay? After this, and if it's still not being added, since we just loaded the latest firmware, we'll just proceed with the hardware reset, okay? Then I'll try to add it again, but not yet for that way. How's the child not let [ silence ]? Not flashing, just solid red. [ silence ] Okay, compared before it was just flashing red. I think solid red. So we will now perform reset. Okay. Okay, may ask for your help to press and hold the reset button of that problematic node. [ silence ] So it should be around 20 seconds. Press and hold it. [ silence ] Oh, nice. [ silence ] Okay, really, really, yes. You still have the receipt of this device, right? Okay. Mm-hmm
43:00
Speaker 2
oh [silence] 20 seconds solid blue release [silence] do I have a receipt oh [silence] I don't know it's uh bought it on Amazon [silence] so
45:00
Speaker 1
is the lead light lit solid purple. okay, thank you. let me proceed. picking add wireless child node again. Okay. So we'll wait for about three to five minutes for this node to fully connect. So may I put you on hold instead? So that I can just. speak with my supervisor ahead regarding this concern okay. Thank you. [silence] Please stay in the line for about three to five minutes. [silence]
46:00
Speaker 2
[silence] I walk on two like. [silence] Okay. I messed up. I messed up. Yeah, I messed up. Yeah. Yeah. [silence] Yeah. Yeah. [silence] We don't like that. If he had made an accident, you thought we'd say, he chose a lousy dry. Well, at least somebody's having a great vacation. Yes. [silence]
48:00
Speaker 1
after waiting for about five minutes, still solid red. Okay. So, Peter, since we already tried to add this node with the production firmware before and we already loaded the latest firmware. And what's happening with this node is, it's actually working in terms of resetting it. It turns to the right led as solid pink, and we're able to access its web interface. And it even like participated and cooperate with the firmware update. Okay? So, we just don't understand this node. Why it's not even able to add on wireless because the last time we checked, we were able to add it as a wired child node, but it's not able to work. Okay? Like it's not even listed on the device list.
53:00
Speaker 2
Rad. Well, yeah, the simple answer, the internal wireless antenna. [silence] Red. Well, yeah, the simple answer, the internal wireless antenna. [silence]
53:00
Speaker 1
It might. Uh actually that. Actually that's the one that I was initially uh thinking last time that's the reason why we tried the wired, wired backhaul because it's not using any Wi-Fi it's just using the wired interface, okay? and Okay. So, this. Yes. So, when I consulted with my supervisor, my supervisor just wanted to just make sure that we will try this uh step in wiring the node in.
54:00
Speaker 2
Uh, it's not working. I suppose, because that's just a real simple-to wire interface, I can't find them on the, it's not added to the mass to the it's not edit to the system as an extension. Cuz remember when you plug it in, the red light, you had a connection with the, with the and the mob but the light was rerouted. That light never remained.
54:00
Speaker 1
Adding it because we have the option here, add your child node. I know that we already tried that before but that was under production firmware. Since we have this in this new firmware, we can try this. Okay, this will... I apologize for... since we already waited and it's still solid red. Okay, let me just check if it's recognized. Okay, then if it's not then we'll proceed to reset. Not yet. We'll do it to the right way. Okay? Wait for a few seconds. Don't connect it yet. Okay. Thank you. So we will reset that node and after resetting that node that it became solid purple, we will Uh... another Ethernet cable for us to connect them. Okay? I believe we had I... were you able to reset the node? Oh, no. Just let me know if the LED is solid purple after the reset, then we will not connect the node yet using Ethernet, okay? It's not connected to Ethernet. Just make sure this node is not connected to any Ethernet. It's not connected to Ethernet cable, correct? Okay. Okay? Okay. Let's start. Can you say, break break? Break, break.
55:00
Speaker 2
The camera looks red. Yeah. Skunks. Oh, my God. Plug it back in? I'll just wait. I did. Did you want me to reset again? OK. So, reset the note again. So, reset the note again? Or does it, is it red, like a steady red? No, not a steady red. No, it's not. It's only connected to power. Yeah.
56:00
Speaker 1
reset the node. Okay, just press and hold this for about. Thank you. So, if you purchase this one from Amazon, then actually you can get the receipt from Amazon. And I can send you email for you to know how to get that receipt from them. Okay. But we'll just need to document this last step, okay? Okay, then, so let's wait for it to lit solid purple, okay? could you release the reset button? Then we'll just wait for the LED, the LED solid purple. On my time check, it's 68 minutes. I apologize for the inconvenience, Peter, but I appreciate your help here. Not necessary all the time because other devices are working fine and we don't have an issue. If there's an issue and we were able to resolve the cases, like similar with your case, like with the new software, it was able to resolve. It just so happens that with this new firmware that we loaded, it's not still working.
57:00
Speaker 2
I just put five hours on the phone. No, altogether since two weeks. Are you treat all customers the same way? Like the links is try everything. Every customer has to go through whole thing like that.
58:00
Speaker 1
So it's not all the time. So our next step here is we'll do it together the right way. Just wait for my lead, okay? So I'm just going to go to the right page. And so do not connect the cable yet, because if you connect that, the router will change to its new IP, okay? Okay. So you have one Ethernet cable, and what's the color of that Ethernet cable that we're going gonna use? Is it white, yellow? Yellow, okay. For reference purposes, it matter because you may disconnect the cable that we don't need to disconnect. Okay. So one end, connect it to either to your available port of your parent node. [silence]
59:00
Speaker 2
[silence] that's solid [silence] Let me know when I let me know when I got to connect [silence] Yellow. yellow doesn't matter. Doesn't matter. [silence] okay. [silence] All right. [silence] Everyone knows. [silence] It's plugged in.
59:00
Speaker 1
If the lead will change from solid purple to flashing purple? It may take about a minute or two for it to start flashing purple. Okay, thank you. that's even more interesting. Yeah, okay. Thank you. Thank you. Lead in 305 minutes. We'll check the light if it turns solid blue.
61:00
Speaker 2
and would be where I already to both wherever Okay [silence]
64:00
Speaker 1
So let me put you on hold to and I'll get back to you.
65:00
Speaker 2
[silence] [silence] Music.
66:00
Speaker 1
Hello. Hello there. Thank you so much for patiently waiting. So, I was able to speak with Mr. Provisor as what he advised about adding the node via wired. So, was it working or is it still solid red? it's now solid blue not solid red. Wait for a few seconds. That's what I had experienced last time. Yep. That's the one that I had listed, noted last time. Okay. Wait for a few seconds. [silence]
69:00
Speaker 2
no it's blue all the time yes. so solid blue. but it's it's added to my network it's not part of my network. you understand it's it's just it's not a mesh it's added as a device to my network. it's not listed so yeah it's right.
70:00
Speaker 1
So the last thing that we had, if we perform the power cycle, that's a time that it will go back to solid red, right? And we can no longer communicate with it. So, could we do like a power cycle right now? Like just unplug the power and wait for about 15 seconds. Uh just 15 seconds, then plug it back in. Thank you.
71:00
Speaker 2
I don't know. How many times? Thank you.
71:00
Speaker 1
You're welcome. [silence]
72:00
Speaker 2
plug in blue light come right away, blinking it's on We are
72:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
73:00
Speaker 2
Do you not have a pencil? Red lights. Steady red. [silence]
73:00
Speaker 1
Okay. Peter, thank you for providing me the all the necessary steps since we've already covered it and your node is still not communicating. Okay, so your device is now deemed as defective.
75:00
Speaker 2
This is extremely childish of you not girls. He even used my milk
75:00
Speaker 1
The software's already loaded us the latest, okay? So we will now proceed with the replacement process and I'll be sending you an email for you to follow the information that I'll be requesting. So, in that email, what we request is the photo of this defective unit, this unit only, okay? Then, the photo of its adapter, and then the digital copy of the proof of purchase and your shipping address, okay? So before I'll proceed, let me just set back whatever settings you have originally here, okay? Wait for a few seconds. Uh, we'll first need to get the uh, the information that we request. So, I'll just enable back the uh, settings that I [silence]
76:00
Speaker 2
You're done. I'm checking my... BINGO! Is that your name? [background conversations] That's a unique name. Have you won? Do you want me to send a sign back to you? Or you do not want it? Okay.
76:00
Speaker 1
had that out earlier okay up the the picture of the node that clearly shows its model and serial number and Mac address and the photo of the power adapter that came with it the the shipping address and a digital copy of your proof of purchase okay so uh yes it's the one that I I sent you last time it's uh mc so sec.sbcglobal.net okay so in the meantime uh
77:00
Speaker 2
so what picture do you need the whole the Serial number or just the outside okay do you have that do you have this what you call it email address yeah yes sir [ silence ]
77:00
Speaker 1
Yes will now stop this sharing on your computer. [silence] Yes, I'll be sending an email for you to follow through the the information that you require, okay? [silence] So uh Peter, uh I just want to let you know that I really appreciate your extra patience and cooperation with us and we already tried uh everything, but it did not work. [silence] uh appreciate that. [silence] So will there be anything else aside from our main concern, because I'll be composing the email [silence] for me to send it to you. [silence] Okay. [silence] Okay.
78:00
Speaker 2
okay so just send your pictures and we're gonna follow up with everything right all right no problem mhm I don't I don't know how I manage that trust me I just I don't know it's just like so long so many times but yeah whatever you said need to be done need to be done so all right okay I appreciate it thank you I know you will. Okay, the fund. Yes. Okay. Yeah. yeah, bye-bye. Thank you.
78:00