V2 Rubric Detail — d261b576-70be-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 17:53
Duration
18m 49s
Contact
Mike Cohen
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134807
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall54.5% (-1.5)

V2 Grader Summary

The agent failed to resolve the issue or confirm a hardware defect through full troubleshooting. The R3 rating is downgraded to Not Met because warranty status was assumed without verification, and the agent recommended purchasing a new system instead of offering a valid resolution path such as RMA or escalation. Key technical steps like the 5-press method were omitted, leaving the case unresolved despite customer effort.

V1 Case Analysis

Customer reports one Velop WHW03 node cycling blue/red LEDs and not joining mesh. Agent performed hard reset (15 sec) — node continued cycling. Agent concluded likely defective, stated out of warranty, and recommended upgrading parent to MX6200/MBE7000. No warranty verification, RMA, or escalation offered.

Troubleshooting Steps
  • Collected serial number and customer contact details
  • Instructed a 15-second hard reset of the node
  • Observed LED behavior post-reset
  • Asked customer to check for default Wi-Fi SSID
Key Observations
  • Agent misidentified the model as 'WWW zero three' instead of WHW03 — a critical error affecting compatibility advice.
  • Agent failed to verify warranty status before stating the device was out of warranty.
  • Agent incorrectly recommended upgrading the parent node instead of replacing the defective child node with a compatible WHW03.
  • No RMA, escalation, or support article was offered despite clear signs of hardware failure.
  • Agent correctly performed a 15-second hard reset and observed LED behavior, aligning with KB guidance.
Positive Highlights
  • Correctly guided the customer through a 15-second hard reset ([06:00]), consistent with universal_factory_reset.md.
  • Collected serial number and customer contact information ([03:00]), supporting case documentation.
  • Asked the customer to check for the default Wi-Fi SSID ([08:00]), a valid step to confirm factory reset state.
Agent Errors / Gaps
  • Misidentified the product model as 'WWW zero three' instead of WHW03 ([04:00]), leading to incorrect compatibility advice.
  • Failed to confirm warranty status or open an RMA when a hardware defect was suspected ([12:00]).
  • Provided incorrect guidance by recommending upgrading the parent node to MX6200/MBE7000 instead of replacing the defective node with a compatible WHW03 ([12:00]–[14:00]).
  • Did not offer a relevant support article or escalation path after identifying a hardware fault.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The node was not restored to working condition; the agent concluded it was defective and recommended purchasing a new system instead of resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a reset and observed LED behavior but skipped key steps: did not verify firmware, attempt 5-press pairing (valid for WHW03), or check local web interface access.
R3 Not Met Correct resolution path conf 90%
Agent assumed the device was out of warranty without verifying purchase date (customer said 'could be 2018'), then recommended buying a new model instead of offering RMA or escalation for a confirmed in-warranty hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (flashing red/blue LED) and asked about reset and distance, but did not determine root cause—failed to explore pairing failure modes or firmware issues.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used visual LED check appropriately, but failed to use the required tool: the 5-press method is documented for WHW03 pairing/resync and was not attempted despite repeated node instability.
T3 Met No misinformation conf 95%
Agent correctly described reset duration, LED meanings, and named compatible replacement models (MX6200, MBE7000, MX2000) per KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, abrupt shifts (e.g., jumping to replacement without confirming fault), and poor transitions.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated information, and adapted to customer’s technical familiarity without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through with recommendations.
O2 Partially Met Proactive follow-through conf 85%
Agent advised customer to purchase a new node but did not set timeline, offer follow-up, or confirm next steps beyond 'call back'.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as agent attempted troubleshooting before concluding defect.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but did not acknowledge customer’s frustration or prior troubleshooting efforts ('I’ve been trying a bunch of things').
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, allowed time for actions, and responded to cues like 'I’ll do that'.
X3 Partially Met Overall experience conf 85%
Agent re-asked contact info and serial number after customer already provided it, increasing customer effort.
Call Transcript33 turns · 35 lines
Speaker 2
Welcome to Ling Su's 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.lingus.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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again
00:00
Speaker 1
Yes, I have a Linksys mesh network and my...[silence]
01:00
Speaker 2
Press 8. please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Sorry, that's not an available option. [silence] Please please have your device's 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. [silence] [music] Hi, thank you for calling needs. This is G. How can I help you today. [silence] I have a hunk of neck.
01:00
Speaker 1
And for some reason, one of the meshes has stopped working. One of the nodes, one of the nodes and I can't seem to bring it back onto my node my my mesh network, but the other, the main node and the two other nodes are working, uh, including the main one. Four. Okay, so, let's see. I'm looking at it right now. It says the name is Ve l Up set Up 3C8. Is that could that be it? I have a password, I have a recover key. I've a QR code. Okay. Yes, I do have a CERN number. Okay. It's pretty small. Let me just make sure I I can read it, wait one second. There's no light here. Okay, ready? 28, H as in Harry, 10C, as in,
02:00
Speaker 2
Network. And for some reason, one of the mesh nodes has stopped working. How many nodes do you have in total, sir? Four. OK, may I have the model, sir, and serial number of the doad that is not working? How about serial number, sir? Do you have the serial number? Mm-hmm. Yes.
02:00
Speaker 1
Charlie. Six-five-eight-zero, one-nine-one-two. Thank you. Yes. Five-one-zero, two-two-five, five-three-three-six. Mike Cohen, C-O-H-N. Mike.atical, Mike. I think. I'll go at Gmail.com.
03:00
Speaker 2
Got it, sir. Thank you. Let me just check on the X-Ray unit. Okay? Just give me a couple of seconds. Thank you, sir. Okay. So, I'm still checking on the X-Ray unit, sir. While we wait, may I have your phone number, just in case we get disconnected? Hmm. Sure. Got it. Thank you. How about your first and last names, sir? Okay. And your email address, sir?
03:00
Speaker 1
I Sonic Sonic Sonic, seo N i C yes 2006
04:00
Speaker 2
[KEEP_UNCERTAIN] email.com okay and um just for documentation purposes sir may i know who is your internet provider? I'm sorry what's the name sir? T-Mobile okay this is um USA internet provider right? okay okay so based on the information I have here the serial number um what you have sir is W W W zero three uh Linux nodes and you have yeah one two three and four of it it shows here sir that you have this router since 2018 am I correct? 2018.
04:00
Speaker 1
it could be right. Yeah, I don't recall exactly. Okay, so, yes, uh it it changes. It goes from what looks like a dull blue. Uh yeah, that's a light blue to a red then a flashing red. It it just rotates back through all those three. It's uh close enough that all my all from the main node. I can bring it closer to the main node. Um I mean, I I've done this. I've put it right on top of the main, you know, right adjacent to the main node, but I'll bring it closer right now. Okay, I'll do that. I've done that also before. I mean, I'm pretty familiar with these products.
05:00
Speaker 2
Okay. I see. Okay, uh, what is the light on the top of this node. Right now sir? The one that is not working. Hmm. That reboots sir. How far is it from the main node sir, right now? Yes. Uh did you try to do a reset sir. On this node. Like the press the reset button underneath for 10 seconds.
05:00
Speaker 1
okay, I'll, I'll let me plug it back in, and uh wait a second. Okay, plug back in. It's now bright blue. No, it went from like light bright blue to dull blue. Okay, so I'm now going to do a reset. So I'm going to press the red the red button. Is that what you tell me? Okay, ready? Go. 1, 2, 3, 4, 5, 6, 7, 8, 9, Ten, Pro. 10, 11, 12. 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30. Okay, done. Okay.
06:00
Speaker 2
Yes, press it for 15 seconds. That's good. That's really good. Just 15 seconds. That's fine, okay. What's the life in the topster? [silence]
06:00
Speaker 1
but when I put my when I cover it with my hand it's a light blue it's kind of pulsing now oh it just turned to red now it's it's uh blinking red it's still blinking red still blinking red uh I uh say well after I've been trying a bunch of things myself following your troubleshooting instructions I plugged it back in next to the main node and then
07:00
Speaker 2
OK, let me know if it changed to study, purples or pink or red? Blinking red. OK, let me know if it's study red. Um, may I just ask her, how did you try to add this back to your network?
07:00
Speaker 1
Then, I went to the app, and then I said, add device, add a node, and now, it just changed from blinking red to a solid blue. Yes, it's a dull blue, yes, it's a, it's a, oh, now, it's blink, now, it's blinking blue, yeah, it is blinking blue. This is what it's been doing before. It goes, it cycles through the blue and the red, the blue and the red. And, and oh, and when I try to use, my, my, this app, the app does not see the node.
08:00
Speaker 2
solid blue. What is it doing before? It goes through cycles through blue and the red, through red. And when I try to. Yes, yes, sir. Can you try to check, sir, if you can see its own Wi-Fi name? Like the same name on the bottom here of the node. Check if it's on the available Wi-Fi network on your phone, sir.
08:00
Speaker 1
I'm not quite sure. I see to set up name. Velop, set up 3C. should I look for that? Is that what you want me to look for? Okay, so I'm going to my Wi-Fi. Going to my Wi-Fi settings. Looking for other networks. It's not showing that yet. Nope. It is not showing that network. Nope. Uh nope. Still not showing it. No. Okay, you broke up there for a second. What was your question? No, no. Now it went back to blinking red. It went back to blinking red. Now it's blue. And solid blue.
09:00
Speaker 2
yes yes sir can you check is that name name actually showing okay and the light is I say solid blue yes sir the lights are hit solid blue yeah the light indicator on the top Yes, yes, sir. [silence] Okay.
09:00
Speaker 1
Well, it's pulsing. Now it's pulsing red. It was pulsing blue. It just continues to change its color every like, 10 s or something. Okay. I've changed out, as you know I brought it to another node and do. You want me to try it again in third time?
11:00
Speaker 2
A reset there, uh that's when you press the reset button for more than 15 seconds that will help your device or your node to go back to default. And you mentioned, sir, that it stays pulsing, right? Flashing? Okay, I see. So it's rebooting. Okay. Uh, there is a possibility, sir, that this uh node is already um like defective. If you can try, sir, to plug it on a different outlet and then do another hard reset and it changes color to steady red, then we'll do, sir. Okay. Oh, no need, sir. You already did that. Uh, you mentioned that you moved it to a good outlet. So we'll try to do that again. So right now, see if you can unplug the node first and then plug it again and let it be powered, sir. Um, okay. So, let's see if it'll produce a solid red or, um, you still see a flickering red, sir. So for now, we'll give about a minute to observe what will happen. If that's the same, right, I'll find you a new device, sir. Okay.
11:00
Speaker 1
Yes. Okay. All right. Okay. So, um, do you would do you have a recommendation? Can I replace it with a I can I keep my current mesh and just replace this node with a new model or does it they ought to be the same model?
12:00
Speaker 2
So, the default name is not showing up on this device, sir, and it's not responding to the reset. There's a possibility, sir, that this is already a defective node. Yes. And unfortunately, sir, we no longer provide the replacement for this node because it seems that this is already out of warranty. [silence] Actually, sir, [silence] um, actually, sir, I would recommend for you to upgrade your parent node. So, here's what will [silence] what will happen, sir. Since you need one more node, how about you upgrade your parent node, sir, into a higher version, like a Wi-Fi 6e or Wi-Fi 7. Your existing [silence] Nodes, you can still use those as your extenders or your your child nodes. Mm-hmm. Yes. Those existing working devices or working nodes that you can still use those as your extenders, as your child nodes. Yes, six or seven sure. You can find any of those as long as it's a Velop mesh. Sure. Um I will, I can provide you some model numbers, those that are compatible with this node. Try to look for MX6200. Yes, Mother X-ray 6200.
12:00
Speaker 1
model 6200 MX 6200 got it okay so yeah there's the MX 6200 the the MX 2000 and then the MVE 7000 MV okay and what's that
14:00
Speaker 2
it's uh it's mother extra 6200 mx 6200 sir. Yes, that's the Y-Fi 6E. You can also look for um m mbe 7,000 that is a Wi-Fi 7. And another another um option that you can choose sir, you can try the mx 2000. That's a Wi-Fi 6. Uh-huh. MBE. Yes, yes sir. You can choose uh either of the three devices sir. Those are the most compatible devices. If you want the most updated or upgraded one sir, that's the Wi-Fi 7. if we'll go with [silence]
14:00
Speaker 1
what are there any advantages to Wi-Fi seven over a Wi-Fi six? I see. Okay. So I'm going to uh products. Okay. Products. Envelope micro seven. Learn more. Invisible. Invisible. Learn more. Okay. There's there's a micro micro micro mesh six. I want to go to uh seven.
15:00
Speaker 2
If you have devices, like newer versions of iPhones or MacBooks, that Wi-Fi 7 will be best for your devices. But if they're not, like just regular phones, computers, 6E and 6 are okay.
15:00
Speaker 1
I see. Okay. I'm going to, uh, it's not responding. To learn more, so let's see. Where else can I go? MX. M. Okay. Ignite Amazon. MX two zero zero one. Okay. Yeah. No Okay, I see. Atlas, M that's a y five six home mesh network. But I, you know, I, since I only buy these once every five years, maybe I should step up to the, to the, um, to the, uh, level seven. So
16:00
Speaker 2
You can go with Amazon store, or if you wanted to purchase it from Amazon, and if you will look for just one node, you can just search for MX6001. Just change the last number Sir into one, like MBE7001, yes that refers to one node Sir.
16:00
Speaker 1
Let's, I'll type in M, M, is it M V or M X? M V, uh, M B.C. and mother bravo Echo 7001 now I see that, okay. That's develop dual band Wi-Fi mesh seven uh my form Wi-Fi streams up to five 40 square feet. I sp okay. So, um it's giving me each product page. So this you are you sure this will be compatible with my current note? Yes, sir. Okay. Okay. [silence]
17:00
Speaker 2
MBE 3. Mother Bravo Echo 7001. Yes, sir. The MBE 7000, those model number I recommend, sir. Those are compatible. There are we do have Wi-Fi 7 or micro master that are not compatible, so much better look for those that I just recommend, sir.
17:00
Speaker 1
So it's, uh, Velev. It says Velev on it. So I guess that's the key. Velev Micro 7 Dual Band. D-E. Bravo Echo 5000. And then there's the new. Yeah. Uh, okay. 5N Router. Okay, so I think, um, maybe I'll stay with Lynx. I don't know about the competitors, but, uh, this is okay, so it's, uh, Deco. D-E, Tri-band, sent a whole mesh. Yeah, okay. So there's a bunch of options there. I guess I'll I'll look at these offline and I'll keep you on the phone then. All right, thanks. Great. All right, thank you. Bye.
18:00
Speaker 2
Mm. Okay. Okay. Yes, sir. Just call us back. Provide your email address so that we can easily pull up your. Okay. Welcome here. Have a good day. Stay safe. [silence]
18:00