V2 Rubric Detail — d812fb28-6a75-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:56
Duration
8m 21s
Contact
Hany Messih
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133793
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical guidance by recommending the 5-press method on an SPNM6x series device (identified by serial 38U), which uses a dedicated Pair button and does not support 5-press pairing. This is a critical technical error per KB guidelines.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent demonstrated strong ownership and communication, correctly assessed warranty status, and provided a follow-up path. However, they gave materially incorrect technical advice by recommending the 5-press method for an SPNM6x device, which uses the Pair button instead. This critical error invalidates the resolution and triggers an auto-zero. The outcome is classified as Ownership Gap due to technical inaccuracy despite ownership being maintained.

V1 Case Analysis

Customer experiencing Wi-Fi node reconnection issues; provided factory reset and 5-press pairing instructions via email.

Troubleshooting Steps
  • Advised power-cycle and bring child nodes close to parent node
  • Explained factory reset of child nodes (solid purple/hot pink LED)
  • Described 5-press pairing on parent node to re-add children
  • Offered web-interface pairing as an alternative
Key Observations
  • Agent incorrectly stated that out-of-warranty devices cannot receive free technical assistance, contradicting KB guidance that self-help is still provided.
  • Factory reset instruction phrasing ('NodeEnUte until the light will turn off') was unclear and not fully aligned with KB guidance requiring LED confirmation sequence.
  • No empathy statement after customer described ongoing Wi-Fi problems.
  • 5-press pairing method was correctly advised for Velop mesh systems without dedicated Pair button.
Positive Highlights
  • Collected serial number, customer name, email, and ISP (Bell), supporting case documentation.
  • Provided correct 5-press pairing method for re-adding child nodes, valid for WHW/MX series Velop systems.
  • Offered to email written instructions, enabling self-help for out-of-warranty customer.
Agent Errors / Gaps
  • Inaccurate policy statement: claimed no free support for out-of-warranty devices, contradicting KB guidance that self-help is still provided.
  • Unclear factory reset instruction: 'NodeEnUte until the light will turn off' could confuse customers about required LED sequence.
  • No empathy statement after customer expressed frustration over ongoing Wi-Fi issues.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent promised to send email instructions but did not confirm resolution; issue was not verified as fixed, only a path provided.
R2 Met Diagnostic thoroughness conf 97%
Agent asked about LED status, identified blinking red nodes, and guided through reset and 5-press re-add steps.
R3 Met Correct resolution path conf 98%
Agent correctly identified out-of-warranty status and offered appropriate alternatives: free email guide or paid support.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (child nodes not reconnecting), asked about LED colors, and logically deduced need for reset and re-pairing.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools were needed; verbal troubleshooting and standard 5-press method were appropriate and sufficient.
T3 Not Met No misinformation conf 99%
Agent instructed to press the main node's reset button five times — this is incorrect for models with a dedicated Pair button; customer has SPNM6x series (serial starts with 38U), which uses Pair button, not 5-press.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, framed interaction, and set clear expectations for follow-up email timing.
C2 Met Confirmed understanding conf 96%
Agent used plain language, confirmed customer details, and adapted to customer’s pace and understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and committed to sending instructions.
O2 Met Proactive follow-through conf 98%
Agent specified email would arrive within 3–5 minutes, providing a clear timeline and next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation needed; agent made correct judgment to handle via self-help due to out-of-warranty status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not acknowledge customer frustration or express empathy for repeated issues.
X2 Met Tone & rapport conf 95%
Agent matched customer’s communication pace, asked clarifying questions, and maintained engagement.
X3 Met Overall experience conf 96%
Agent reduced effort by offering written instructions and avoided unnecessary repetition.
Call Transcript16 turns · 17 lines
Speaker 1
[silence] need to support me. There are no adoption options. I don't know what phone to. How far? Hi, we've been experiencing
00:00
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.linksus.com. 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. 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. Hi, thank you for calling linksys. This is Joy. How can I help you today?
00:00
Speaker 1
been having some Wi-Fi issues like at our at our house lately we called our a provider and they said it's likely to do with our like uh boxes or whatever that we have um from Lynx is so I was wondering if I could get help like is there something we can do [silence] I would say around like three or four something like that yeah um it is three eight U 10 m three A A zero three one zero.
01:00
Speaker 2
Okay, I see. Um, how many nodes do you have in total for the system? Okay. And may I have the serial number of one of those nodes, please?
01:00
Speaker 1
Uh, okay, excuse me, Internet service provider. Is it, it's Bell. Okay, is is yours also Bell as well? Natalie? Okay, last name is Messiah. M as in Mary. E-S-S-I-H. Yeah, I believe it's Hanania. H-A-N-Y. I'm just calling on behalf of my dad. That's why. uh
02:00
Speaker 2
and who is your internet service provider, Bell, okay, may I have your first and last name, please, and the first name, okay, and the email address. Thank you. All right. Um, what is the light of the main node that is connected to the modem? [silence] Okay, so that means it's working. How about the other nodes? Are they still,
02:00
Speaker 1
[silence]
04:00
Speaker 2
solid blue or, like solid red or is it blinking? okay, I see. so um, if your child nodes, we call them child nodes and the main node is the parent node. so if the child nodes are blinking red, that means they need to reconnect to the main
04:00
Speaker 1
How would we do that? Mm-hmm. Okay. Okay, but how do you like factory reset them? Like you just unplug them or what? [silence]
05:00
Speaker 2
So, if you reboot them, if they won't reconnect, you need to bring them right next to the main node and try if they will reconnect. But if not, you really need to reset those child nodes and re-add them to the system. Like you need to gather all of your child nodes and plug them in right next to the main node or at least two to three feet apart from it. Then you reset the child node back to factory default settings. The light must turn to solid purple or hot pink. And then after that, you just press the reset button of the main node five times to add them. You need to press and hold the reset button of the child, [silence]
05:00
Speaker 1
sorry let me look look look at it oh okay so you're saying we have to reset it and then we and then we try and then we connect it again yeah oh okay okay and that's that's what fixes it okay
06:00
Speaker 2
NodeEnUte until the light will turn off, then you release it. [silence] um your you reset first your child nodes, and once their light will turn to solid purple or hot pink, you can bring them right next to the main node and then you wait for them to boot up again. You wait for the purple light to come back and then you just press the reset button of the main node five times to re-add the child nodes. All right. so um, yes, ma'am. [silence] It will fix it or if the five press won't work, you can also use the web interface method in which you need to visit the settings of
06:00
Speaker 1
uh it's okay, we don't need to have a paid service, but if you could email the instructions of like the free ones, that would be great. yes. yes. Yes, just give me one moment. Just give me one moment. um I'm just double-checking the email.
07:00
Speaker 2
The main node to add your child node. So, um, since these nodes are no longer under warranty, we can no longer provide free technical assistance. But I can send you an email instruction for free. Or you can also avail of the paid service that's $15 per hour if you wish to have assistance through phone. Thank you. Uh-huh. All right, so I'll be sending it to Miss Ihan at gmail.com, right? Okay. All right, so I'll just send you the instructions right away after this call. Uh-huh. Okay.
07:00
Speaker 1
Yeah, so, it is miss I Hanny. M. E. S. S. I. H. A. N. Y. at Gmail.com. Yeah. Okay. Okay, thank you. Take care. You too. Bye.
08:00
Speaker 2
okay, got it. alright, ma'am, so just wait for the email, I send it right away after this call, within three to five minutes, alright? you're welcome, have a good one, bye!
08:00