V2 Rubric Detail — d6eeb560-794e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:24
Duration
25m 58s
Contact
Tina Bellings
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
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 (6 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall51.2% (-6.8)

V2 Grader Summary

Customer achieved temporary functionality by relocating existing nodes, though new node was not integrated. Agent provided supportive communication and basic troubleshooting through physical repositioning but failed to use diagnostic tools or systematic pairing procedures. Technically inaccurate guidance on solid red LED state (per KB) further undermined accuracy. Outcome was partial, not fully resolved, but sufficient for customer’s immediate needs.

V1 Case Analysis

Customer reconnected an older Velop node (turquoise LED) by relocating it within range of the parent. New node (white LED) not paired. Customer deferred full setup to husband. No model/serial collected. Issue operationally resolved for immediate need.

Troubleshooting Steps
  • Confirmed LED color meanings for old (turquoise/blue) vs. new (white) Velop models.
  • Advised relocating an existing node within 30–50 ft of the parent node.
  • Observed node light change from flashing blue to solid turquoise, indicating successful reconnection.
Key Observations
  • Agent correctly explained LED color differences between older (turquoise/blue) and newer (white) Velop models, aligning with KB guidance.
  • Agent provided accurate advice that nodes will reconnect when within 30–50 ft of the parent, consistent with mesh node management KB.
  • Agent did not collect model/serial numbers, which is a protocol miss but not directly contradicted by KB for this call type.
  • Agent did not follow structured mesh node pairing procedure (e.g., 5-press method, firmware check), but the KB does not explicitly require this for node relocation/reconnection.
  • Agent misnamed the company as 'Lexus' at [04:00], a serious brand accuracy error but not a technical contradiction of KB guidance.
  • Call contained excessive filler, repetition, and confusion about node counts, impacting efficiency and communication.
Positive Highlights
  • Correctly explained LED color meanings for older (turquoise/blue) and newer (white) Velop models, aligning with KB guidance.
  • Accurately advised that nodes will reconnect when within range (30–50 ft) of the parent, consistent with mesh node management KB.
  • Allowed customer to lead when confused, maintaining a polite and patient tone.
Agent Errors / Gaps
  • Misnamed the company as 'Lexus' at [04:00], a critical brand accuracy failure but not a technical contradiction of KB guidance.
  • Did not collect product model or serial number, violating protocol for hardware troubleshooting but not directly contradicted by KB for this call type.
  • Did not verify firmware versions or compatibility between old and new nodes, a recommended step per KB but not strictly required for node relocation.
  • Did not guide customer through correct pairing method (5-press for WHW/MX/MR/MBE series) or check parent node status, but KB does not mandate this for node reconnection.
  • Provided inefficient and unstructured troubleshooting with filler language and repeated phrases, impacting efficiency and communication.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirms existing mesh with old nodes is working after relocation, but new node was not integrated; functional outcome achieved for immediate need.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent guided physical relocation and observed LED behavior as troubleshooting, but did not introduce systematic steps like factory reset or pairing method.
R3 Partially Met Correct resolution path conf 86%
Agent acknowledged setup as unusual and advised full reset would be needed for new node as parent, aligning with best-effort OOW standard by not refusing help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (node not connecting), confirmed LED states, and inferred partial root cause (proximity/setup mismatch) without asking for model numbers or firmware.
T2 Not Met Appropriate tools / resources used conf 93%
No use of tools such as web interface (http://myrouter.local or http://myrouter.info), remote diagnostics, or firmware check — all available and relevant for mesh pairing issues.
T3 Not Met No misinformation conf 96%
Agent stated 'if it turns turquoise and back to solid red, it will eventually go back to turquoise', contradicting KB which lists solid red after reboot/reset as failure trigger requiring escalation.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained basic call flow and acknowledged customer, but used filler and lacked structured framing, keeping interaction moving without losing control.
C2 Met Confirmed understanding conf 89%
Agent used simple language, confirmed understanding ('just to make sure I got it right'), and adapted to customer’s low technical level by avoiding jargon and allowing her to proceed at her pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent reviewed prior case notes and acknowledged previous attempt, showing continuity, but did not transfer or commit to callback despite customer offering number — partial ownership.
O2 Partially Met Proactive follow-through conf 86%
Agent set expectation that relocating nodes may work and confirmed success, but did not define a clear next step or timeline for full resolution; customer self-directed final actions.
O3 Partially Met Closure confirmation conf 85%
Agent referenced prior technician’s notes and confirmed awareness of earlier call, but did not leverage specific findings (e.g., reset attempt); customer repeated context, but agent avoided re-asking core questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within L1 scope (node placement, basic mesh behavior), and customer accepted a workaround.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent expressed understanding ('I know it’s confusing'), validated customer’s effort ('Wow, you did it'), and remained patient and encouraging throughout, especially given customer’s self-described low tech confidence.
X2 Met Tone & rapport conf 92%
Agent matched customer’s pace, allowed her to speak freely, checked in naturally, and responded supportively; adapted tone to be warm and reassuring, maintaining engagement despite technical uncertainty.
X3 Partially Met Overall experience conf 87%
Customer repeated details about prior call and node types, but agent used some prior knowledge (notes) to avoid full restart; still, did not fully streamline by proactively guiding with known context.
Call Transcript31 turns · 37 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Yes, hi, my name is uh Tina Belling and I am trying to connect a node.
04:00
Speaker 2
Hi, thank you for calling Lexus technical support. My name is Dylan. How can I help you today?
04:00
Speaker 1
To a child to a main node and the main node is a network connected to an email address that I no longer have access to. However, I spoke to one of your colleagues earlier and I believe she changed it. And we were trying to go through the whole cycle because I'm connecting a series 7 to a 5. And as soon as she said to disconnect or to reset the whole system, the main router, our phone call got disconnected, obviously, because it's Internet. So we got disconnected and I haven't been and I haven't been able to speak to anybody since. So that's where that's where we are now. That's where we are now.
05:00
Speaker 2
Mhm. Ahuh. Uh-hun. Hmm. Mhm. Yeah. Uh. I-see. So, uh, you just called in like, uh
05:00
Speaker 1
Yes, it was a while ago. Yes. Okay. Yes. Yeah, I tried to call you guys back also, and it just, I kept staying on the wait line. So, a I have no idea. Can I give you my phone number? Okay, so I'm, I'm currently in, I'm currently visiting in Belgium with my, my, my father-in-law. And, my, but I'm originally live in the United States, so my phone number is a US phone number. So that's what I'm calling with his phone number. Because otherwise it'd come in, it'd come in.
06:00
Speaker 2
awhile ago. All right, may have no problem. Um, let me check with the the previous technician. I see, um, I, I saw here a record under your name, Tina Bellings, and, uh, she did try to call you back, but as per her notes, it just keep on ringing. Uh, yeah, actually. Okay. Uh-huh.
06:00
Speaker 1
Okay. If you would call me back, I can give you a different phone number, just in case if we get disconnected again. Is that okay? Okay. It's my phone. Yeah, my phone number is 001 for the US. And it's 512-909-5748. [silence] I don't know. If you call me, do I pay as well? I don't know. Is it like... Okay, but if you have WhatsApp by any... if you have WhatsApp or anything like that, it's easy. Then I know it doesn't cost anything because it's over Internet. I didn't think so. Yeah, I didn't think so. I just thought I'd check. Okay.
07:00
Speaker 2
Oh, sure, sure. No problem. yes. that's okay. Mm-hmm. All right. So, that's um, I don't think you need to pay for it, 'cause we are the one who's going to call you. So I I don't think uh it's gonna charge you. Yeah, but that unfortunately, ma'am, we are not using WhatsApp. Mm-hmm. No problem. [KEEP_UNCERTAIN] No problem, but anyway, uh, let me just review the previous, I mean the record here, under your name and the notes that was, um, notated by the previous extension. Okay? And I'll get back to you. At least, uh, I'll know. Um, oh, okay. um you um okay um yeah um it actually yeah there's actually like difference in the color or the the light indicator depending on the model so if you have the the latest one it has a white light indicator which means uh it's uh online and for the older model it shows uh blue turquoise teal color or green color like us hmm I see yeah it's uh it actually means it's online ma'am [silence]
07:00
Speaker 1
they're actually on. Okay. So I've got a question for you. So if I unplug them, because they're in like within like a foot of each other, right? They're really, they're all close to the main one. If I unplug one of them and plug it back in somewhere else, are they, is it still going to get, stray connected? Are they going to reconnect? Seriously. Oh my God. So did I actually fix it? Okay. Okay, so do I start with the closest one first and then work my way like outwards? Okay. Okay, okay. Oh my God. I'm going to go back. And oh, how do I check? Yeah? Yeah, go ahead. No, no, no, you, you, you talk. You talk. You talk. I'm sorry.
10:00
Speaker 2
If that's the case. Yes, they're online. Mhm, sure. Uh-uh. It should. Yeah, it will reconnect, it should reconnect. Mm-hm. We can, we can actually, we can actually try it. If you want, to double-check, you know. Yes. Uh-huh. Yeah, we can actually try. Yeah, we can actually try. I'm sorry.
10:00
Speaker 1
Okay. Okay. Okay. I'm going to, so if I remove the seven or should I remove the fives first because they're all the same. the original, okay, so so the original node. Okay. So I yeah. Okay. So I the the the linkist nodes that I have are old, right? So they're an old model. The new one I just purchased and I was trying to link and that's why I originally called is the new model. And because I couldn't for some reason get them connected to each other. And that's why I called. and apparently I had a little bit more issues than I thought in your
11:00
Speaker 2
Yeah, we can try to remove one and then try to relocate it somewhere, as long as it's within 20 to, I mean, 30 to 50fi feet away from the other node. I'm sorry, I'm kinda confused about the the seven and the five that you're referring to. Mhm.
11:00
Speaker 1
A colleague, trying to help me worked with me. So I have a new model that I'm trying to hook it up to hook it up to an old model. So I'm asking if I take that new model first, And plug it in first and disconnected and plug it back in, should I try that one, or should I try one of the old models that were connected to it? Yeah, no, no, go ahead. No, one. I have, no, no. I have three old models in total. The main one. And two ones that were, and, another, one, but that in total I have three old ones, a main and two children. Now I added another child to it, but it's a new model. So I have three children.
12:00
Speaker 2
OK, just to make sure that I got it, right? I'm sorry, ma'am. Just to make sure I got it, right? With your newest model, you got two of it, right? The main one. Hmm.
12:00
Speaker 1
Yes. Yes. Yes. Yes. So the two old ones are blue and the new one is white. Yes.
13:00
Speaker 2
So you got three old model and you got, you added the one new model, which is now showing solid white, I believe. Okay. All right. Mm-hmm. Okay, so the three old ones. Showing showcasing turquoise. And the new one is showing solid white. Right, right. All right, um, well, um, actually ma'am, for this kinda setup, it's quite unusual.
13:00
Speaker 1
Yes, I know. I know. I know. I understand. However, I am not, I'm not tech savvy enough to switch it all. I'm, usually this is my husband who does all this stuff. So now that I'm getting, that's why I'm asking because it's work, it seems to be working. Should I maybe not use the new one and just try with the old ones to get to reach our bedroom? Since they seem to be working again. So try with the old ones first and see if they work. Okay, okay, okay.
14:00
Speaker 2
Technically speaking. I'm not sure why the newer model should be the one that should I mean that should be set as the main router and the older nodes are supposed to be added as the child node. Yeah. But if it. Yeah. Uh huh. Yeah. I see. Um. Well, we can actually try it. Yes, yes. Try away the old ones first. [silence]
14:00
Speaker 1
Okay, so let me try one of them first. Hold on, let me. See I just unplug it, right? Okay. Okay, here goes nothing and I'm putting it in the kitchen, which is the middle point. Okay, this is exciting. One second. Okay, it's plugged back in, in the kitchen. And it's blue. It's flashing. [silence] Okay, if you
15:00
Speaker 2
uh huh, yes. Just unplug it. uh huh. uh huh. Mm Hmm. No problem. Let's give it some time. Oh, that's great, ma'am. It means that it's working. All right. So, um, I just wanna Um, yeah, it's actually a normal light pattern. So if it turns turquoise and turns back to solid red, it will eventually go back to turquoise, but let's see what will happen. Okay, that's good to hear, ma'am. All right. Uh, yes. Uh, we can try relocating the other ones. But, uh, just to let you know, ma'am. Um, for this kind of setup, are you on?
15:00
Speaker 1
Okay, so look, so, like I said, my, my. My husband usually does this stuff, right? Not me. He's the IT guy. Um, and he will be here visiting, again in, like, a month or two. And I think it might be best that he does all of that. Like, switches the children to the, you know, like, the new series to, yeah, instead of me if if I can just get it working for, like, the next week, I think that's all I need. Because I'm only going to be here for another week. [silence]
19:00
Speaker 2
If this is your topology or this will be your setup? because I just wanna... uh-huh. yeah because if we're going to step the new one into your main router, it will compromise your other other other nodes. So technically, we're going to reconfigure it reset all the nodes back to its default settings and then set it up again. So this will be your new setup. uh-huh.
19:00
Speaker 1
[KEEP_UNCERTAIN] I, I totally understand. However, like right now, what I'm going to try to do is take the other old one and put it, so I've got the main old one here in the living room. We just placed one in the kitchen and it's working. Now I'm going to take the third one and put it in the bedroom. If, if it works, I don't really need the new one. I will keep it Yeah, so I will keep. I will keep, yeah, I will keep the new one and then have him switch it when he comes with, you know, So that, yeah. Okay, so let me grab the sec, the last child, old child. And then, let me put that. Okay. Got it. Let's take the last old child. [silence]
20:00
Speaker 2
so it's why it yeah yeah yeah yes ma'am yeah I was just you know I was just letting you know cuz it would really take some time so we will proceed with this setup yeah sure no problem okay
20:00
Speaker 1
to the bedroom. Okay. Okay. let's see if I can get that in here. Uh, where do I plug that in? Okay. let's see. Oh. Oh. oh. that might not work. Sorry, just give me one second. I don't know.
21:00
Speaker 2
Sure, ma'am. No problem. Just take your time.
21:00
Speaker 1
Don't know if it's gonna be too far. Let me open a window. Yes, no, I'm just gunna, I just, no, I opened the window so I could see cuz it was dark in here.
22:00
Speaker 2
You don't have to worry about it, ma'am. As long as it's within 30 to 50 feet away, and okay. [silence]
22:00
Speaker 1
it's red it's blinking, um, it's red and it's blinking um known sounds O.K it's turquoise but I now it turned red yeah O it's turquoise it's turquoise Well, I don't need the other one. I don't need it. So I can unplug the new one and just not use it. until my husband comes and he can do the switching. So I will keep it and then he can do the switching. Oh my God. Oh my God. You have no idea. You have no idea how like illiterate in IT and all this crap I am. Seriously. I I'm so shocked. I know I had to call you for help, but still it worked. Oh my God. Thank you. I appreciate it so much. I really appreciate it. Thank you. You have a great day. Thanks. Okay. Okay. Bye!
23:00
Speaker 2
oh, okay, that's good. That's good. That's good. Sure, no problem. Uh huh. Yes. All right. No problem, ma'am. Wow, you did it. That's good to hear. All right, ma'am, no problem. All right. You're very much welcome. You too, Miss Tina. Have a great day. Take care. Bye for now.
25:00