V2 Rubric Detail — e3e0c840-73e9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:39
Duration
6m 4s
Contact
Austin Welmac
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135207
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chil node disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp0.00/5
Overall59.7% (+3.7)

V2 Grader Summary

The agent correctly identified the blinking-red node issue and advised a reset and re-pair, which is the appropriate L1 solution (R3 Met, T3 Met). However, the call lacked confirmation of resolution, limited diagnostic depth, and showed little empathy or clear next-step timing, resulting in a partial resolution classification.

V1 Case Analysis

Customer reports one Velop node blinking red (dining room) while the main node (living room, wired) is solid blue. Advised to reset the red node and re-pair it near the main node. Model number not collected; outcome unverified.

Troubleshooting Steps
  • Confirmed status of primary node (solid blue).
  • Identified location of the red-blinking node (dining room).
  • Provided reset and re-pairing guidance per KB.
Key Observations
  • Agent did not collect the product model number, which is required to confirm the correct pairing method (5-press vs. Pair button) per universal_mesh_node_management.md.
  • No verification was performed after giving the reset instructions, leaving the outcome uncertain.
  • Technical advice (reset and re-pair) aligned with the KB for a blinking-red node (velop_wifi_connectivity.md).
  • Agent collected serial number and customer contact information early in the call.
Positive Highlights
  • Collected serial number and customer contact information promptly ([01:00]–[03:00]).
  • Correctly interpreted blinking red LED as a pairing/failure state requiring reset (aligned with velop_wifi_connectivity.md).
  • Provided technically accurate troubleshooting step: reset the node and re-pair near the parent (per universal_mesh_node_management.md).
Agent Errors / Gaps
  • Missing collection of product model number, which is critical for determining the correct pairing method per KB.
  • Did not confirm whether the reset resolved the issue or guide the customer to verify node status.
  • No case number created or escalation path offered, violating case management protocol.
  • Did not set clear expectations for next steps or follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only suggested resetting the red node; no confirmation that the issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about node count and location and gave a reset-and-re-add step, but did not perform a full diagnostic sequence (e.g., power-cycle modem, check firmware).
R3 Met Correct resolution path conf 95%
For a blinking-red node the correct path is to reset the node and re-pair it; agent followed this guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (red blinking) and asked basic questions, but did not probe deeper (e.g., power status, recent firmware updates).
T2 Met Appropriate tools / resources used conf 90%
No tools were required for this simple node-reset scenario; the agent correctly handled it without unnecessary tool use.
T3 Met No misinformation conf 95%
Instruction to reset the node and place it within 2-3 feet of the solid-blue node matches Linksys KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent asked questions and gave a next-step, but did not clearly frame the call, set expectations, or summarize the plan.
C2 Partially Met Confirmed understanding conf 85%
Language was understandable but lacked empathy and occasional repetition; no clear adaptation to the customer's confused tone.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and provided a concrete troubleshooting step.
O2 Partially Met Proactive follow-through conf 90%
Agent gave a next step (reset node and place near main node) but did not give a timeline or follow-up commitment.
O3 Met Closure confirmation conf 90%
No prior history to reference; agent used the information the customer supplied without asking for it again.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate a node-reset issue, which is within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge the customer's frustration or repeat attempts; no empathy statements were made.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, script-like tone and did not adjust to the customer's confused or uncertain demeanor.
X3 Not Met Overall experience conf 90%
Customer had to repeat personal details and clarify the issue multiple times; agent could have reduced repetition.
Call Transcript10 turns · 10 lines
Speaker 1
I was uh calling cause every time that my child
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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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] Hi, thank you for calling linksys. This is Joy. How can I help you today?
00:00
Speaker 1
So I, resetting, my router, because it's not working, one of them will be blue, but then the other one will go blue, and then it'll start flashing red. What? Yeah, we gotta just give it one second. So, um, that serial number is 20J10C6127538.
01:00
Speaker 2
Okay. May I have the serial number of that Louis device please? [ silence]
01:00
Speaker 1
[KEEP_UNCERTAIN] What did you say? I'm sorry. How many what do I have in total? Oh, I have two in total. I'm not sure. I think this, I think all them stay at home. I wouldn't say it's Bob. Uh, I'd have to call and ask her. Uh, my first and last name. [silence]
02:00
Speaker 2
How many nodes do you have in total sir for this system? How many nodes do you have in total for the system? How many nodes or a links is powers? Okay. And who is your internet service provider? Yeah sorry. Can I have your first and last name please? [silence]
02:00
Speaker 1
as, as, as, as, Austin Womack, um, but these might be under my mom's name, which is Tonya Lommack. My, my mail address is Austin Jimmy zero seven zero nine at gmail.com. Yes, ma'am. Yeah, the one that's wired in is blue. Like, it's not flashing. It's just blue. Um, it's [silence]
03:00
Speaker 2
well, Mac. Okay. And the email address. Okay. So that's Austin Jimmy, 0-7-0-9 at g.m.m. email dot com. Right? Okay. So the main node, the one that is connected wired, is solid blue, correct? okay. Solid blue, okay. How about the other one? Where is it located right now? [silence]
03:00
Speaker 1
Currently in my, uh, in my dining room. And then the one that's hooked up that's like, like bluish, like kind of, it's like a blue screen kinda, uh, is in the living room, plugged up. But the one that's glowin' red is in my dining room. [silence]
04:00
Speaker 2
Mm-hmm. Okay. So for that one, story if it will stay blinking red, that means you need to reset that node and re-add it again to the system. So you need to plug in that blinking red node right next to the main node or the one that is still solid blue or at least two to three feet apart from it.
04:00