V2 Rubric Detail — e45707ba-7cce-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 02:19
Duration
45m 9s
Contact
Zach Roxburgh
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00025133
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX55EC3 - no internet
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+48.5)

V2 Grader Summary

The agent executed a complete reset and re-pairing process, restoring internet and Wi-Fi, but the app still showed a node as offline, leaving the resolution incomplete. Troubleshooting was technically sound and fully owned, though communication had gaps in clarity and pacing. No escalation was needed.

V1 Case Analysis

Customer reported mesh node reset failure and one node offline in app. Agent instructed 30-second reset (incorrect) and 5-press pairing on main node (misapplied). No model/serial collected. Nodes remained unstable; app showed offline node. Agent incorrectly declared resolution based on LED color alone.

Troubleshooting Steps
  • Instructed 30-second reset on child nodes (incorrect procedure)
  • Instructed 5-press pairing on main node (misapplied procedure)
  • Power cycled modem and router
  • Guided customer through app setup and Wi-Fi reconfiguration
  • Advised moving nodes to different locations
Key Observations
  • Agent never asked for or recorded router model/serial, violating protocol.
  • Warranty status stated as expired without verification.
  • **KB contradiction**: 30-second reset is not a valid procedure for any Linksys mesh node (see universal_factory_reset.md).
  • **KB contradiction**: 5-press pairing was misapplied to the main node; it is only for pairing child nodes (see velop_child_node_setup.md).
  • **KB contradiction**: Agent claimed blinking red LED is acceptable if it eventually turns blue (39:00), but blinking red indicates a connection issue (see ax_maxstream_wifi_connectivity.md).
  • Agent dismissed customer’s report of node offline in app (28:00), failing to verify resolution.
  • No case number created or referenced.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
  • Attempted to guide customer through app setup after reset.
Agent Errors / Gaps
  • **Critical accuracy errors**:
  • - 30-second reset is not a documented procedure for any Linksys mesh node (see universal_factory_reset.md).
  • - 5-press pairing was misapplied to the main node; it is only for pairing child nodes (see velop_child_node_setup.md).
  • - Incorrect LED interpretation: Blinking red indicates a connection issue, not a transient state (see ax_maxstream_wifi_connectivity.md).
  • Missing model/serial number collection – critical protocol failure.
  • Assuming out-of-warranty status without lookup.
  • Failing to verify resolution: Customer explicitly reported node offline in app, but agent closed call.
  • Poor call control with excessive silences and lack of structure.
  • No case management – no case number created.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed internet access and Wi-Fi setup completed, but one node remained offline in the app and the agent did not confirm full mesh stability or resolve the offline node issue.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer through full reset sequence: factory reset of child nodes, modem/router power cycle, 5-press reset on parent, and app-based reconfiguration — a complete and logically ordered troubleshooting path.
R3 Met Correct resolution path conf 95%
Agent acknowledged device was out of warranty but still provided full troubleshooting support, aligning with best-effort OOW standard without dismissing the case.
Technical Accuracy
T1 Met Technically accurate info conf 80%
Agent identified symptom (router reset needed), used LED status (magenta, blue, red) to guide diagnosis, and followed a logical sequence to isolate and resolve configuration issues.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were necessary; issue was a configuration reset and re-pairing, appropriately handled via verbal instructions and app guidance.
T3 Met No misinformation conf 85%
All instructions (reset procedures, power cycle order, 5-press method, app setup) are documented in KBs for Velop mesh systems and were correctly applied for this scenario.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set initial expectation about warranty status and guided the process, but long silences and abrupt transitions disrupted call control.
C2 Partially Met Confirmed understanding conf 75%
Agent used plain language and adjusted to customer’s pace at times (e.g., confirming steps), but did not consistently confirm understanding or simplify technical terms.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 80%
Agent gave clear next steps (e.g., wait for blue light, move nodes), but did not specify realistic timelines for app sync or follow-up on the offline node.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no need to reference past interactions or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and actively resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer’s frustration (“I understand”) and remained courteous, but empathy was minimal and not consistently expressed.
X2 Partially Met Tone & rapport conf 75%
Agent adapted slightly to customer’s confusion by repeating steps, but some instructions were rushed and comprehension checks were inconsistent.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding setup directly, but customer experienced silences and had to troubleshoot app sync issues independently.
Call Transcript54 turns · 69 lines
Speaker 1
I'm going to reset the router. My name's Zack Rochester. I've not called in the past. Um uh yeah, I'm calling about my router. Um looks like it needs to be, um help with resetting it. I can't I've
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. My name is Nathan. May I know who am I speaking to? Zach. Uh is this your first time calling Zach? Mhm. Let me take a and check the case ticket. Yes, you have record. Now tell me what's the is about?
00:00
Speaker 1
Reset my modem and it looks like it's back on, but you guys have helped me in the past with the router because the app doesn't seem to have a function to help reset it. Um, I haven't called my cable, my comcast, but all the lights are on. Looks like it's working. The modem is a purple light, pink purple light blinking to blue.
01:00
Speaker 2
All right. Did you call your internet service provider?
01:00
Speaker 1
This seems to happen about every like six to 12 months where my my internet speed is is. Yeah. Yeah, three. I need to grab the mall. Okay. Do they need that power cord with them? Yeah. I don't I need to bring the power cord with them? [silence]
02:00
Speaker 2
[silence] [silence] Zach? Can you bring all the child nodes nearby? Two child nodes. You have three of these devices. Yeah. I will wait for you. [silence] I am not necessary, as long as they are within iV. [silence] And Zach? Just to set an expectation. Your router is already out of warranty. I can help you on the phone support. Make this route work but just in case there is a hardware issue I will not provide replacement. would it be okay? OK good bring the child now.
02:00
Speaker 1
I need to plug all 3 in by them by each other okay I'll see you later uh uh They're all plugged in. One's blinking blue, one's solid blue, and the main one is trickle pink. Okay. Onto notes. Okay. Taking one at a time.
04:00
Speaker 2
Uh-huh. The two child nodes, can you press the reset button and hold it for 30 seconds, both of them? The child nodes, yep. Not the mother node, the child nodes. Press the reset button, hold it for 30 seconds, one at a time. Yes.
05:00
Speaker 1
Now what? The the main one is magenta, the other two are still blue. Green team. Okay one's magenta now, one of the nodes. [silence] .
07:00
Speaker 2
The objective is to make all the three magenta or purple.
07:00
Speaker 1
The other one is still blinking blue. Okay, now it's magenta also. Okay, they're all purple. Okay. Okay? Mhm. [silence]
08:00
Speaker 2
on it all of it all right now can you turn off the mother node turn it off [silence] done [silence] All right now one [silence] 45 67 All right. Turn off the modem as well. Do not plug the Linksys Model. Keep it off. now turn off the modem. The Comcast model. Yes.
08:00
Speaker 1
sure yeah yeah the moment lock yeah yeah the moment's our care
10:00
Speaker 2
All right. One minute more. Stay with me. it's off, right? One minute more. Okay. thirty seconds more. Stay with me. All right. Now plug the Comcast modem. Do not plug.
10:00
Speaker 1
Okay. Bugged in? Now, for the motherboard, I flipped it twice. It's better to unplug.
11:00
Speaker 2
Unplug the modem from the mother note Motherboard. Let me recall the status of the model. [ silence ]
11:00
Speaker 1
Yeah, I don't remember all the lights. So the power on the two, this modem looks like it's blue. I think it's stable now. Just turned green to blue. [silence] Solid blue and not blinking blue. Home base is switching to Ethernet mode.
13:00
Speaker 2
All right Okay Turn the mother load The links reduces mother know turn on
13:00
Speaker 1
No, still blinking blue.
14:00
Speaker 2
The mother note. So, it's solid magenta now. Underneath the mother note, can you give me the, can you tell me what is the default WiFi name or networking?
14:00
Speaker 1
Okay, now it's magenta. Five times. Okay. Uh huh, like in white.
15:00
Speaker 2
All right. Can you, can you go back to the mother node? I need you to press and release the reset button. Do not hold. Press and release one press per second and do it five times. Okay. Press and release. One press per second five times. All right. It will take around three to five minutes each node and then it will turn on blue, all of them.
15:00
Speaker 1
I'm going to move back for one The main node is blue. the other node is blinking red. another one is green. how do I do that in the browser? on the left here? Oh. okay.
16:00
Speaker 2
Mm-hmm. All right. It's okay. It's okay. All right. Now, on your phone, can you connect to ballot setup D6D? Can you go to your mobile phone and try to connect to ballot setup D6D? Uh, no, no. Wi-Fi. Connect to the Wi-Fi. You did it. You have internet, right?
17:00
Speaker 1
Think so. Yeah, Internet. Looks like two L's and a dot. black icon and blue two L's and a dot. [silence]
18:00
Speaker 2
All right. Can you download the Linksys app? If you already have it, uninstall the old version. Download the latest version.
18:00
Speaker 1
yeah. Okay. Turn any conditions agree. Cloud, Bluetooth devices. Connect your router to your modem or source of internet. It's connected. Read. Three additional notes and power near the router. No light is solid. It says make sure everything is finished starting up. The light will blink while starting up and turn solid when it's ready.
19:00
Speaker 2
to answer that, do a black background. download it. and then run. Hmm have ready down that run, select yes. continue. done mostly breath hmm yeah done ready, continue.
19:00
Speaker 1
just as, okay, name your Wi-Fi. [silence] Name your Wi-Fi. [silence] Name your Wi-Fi, pick something memorable and secure.
20:00
Speaker 2
Yeah. Successful, connected. Yeah. Tell me what is in the screen right now. Yeah, you can use your old Wi-Fi name so that you can restore all other devices will automatically reconnected.
20:00
Speaker 1
I don't remember what it was. I don't know if I remember the chat. uh I don't know if I saved it. Oh gosh. I can't. Sorry, I'm not sure what size I was trying to remember what the login was, because I, see, the old one. The problem is, I don't want to reset up my device. They're really pain, pain a set up if they're not speed and login.
21:00
Speaker 2
this testimony okay just place any of the Wi-Fi and then I will teach you how to change the Wi-Fi name and password later just for the meantime yeah yeah I understand okay we'll do it to finish the setup now and then go back to the Wi-Fi name later but okay I will help you that one all right just put down go ahead continue all right
22:00
Speaker 1
securely logging in. [silence] It says linking to your account. This could take up to a minute. [silence] It says your your link is your account is linked. [silence] Okay, now configuring your Wi-Fi network. This could take up to a minute. The Boobar is almost- almost cross. Okay. Go to your phone, setting, apps, select your new Wi-Fi. Sorry. I've repressed the password from the wrong password from the before.
23:00
Speaker 2
okay is that us
25:00
Speaker 1
please wait looking for your trial notes keep your please verify that the connection is established. 1 e իր Okay, I think I've when I set up my Wi-Fi now, one of the nodes is red. the other one's blue? Oh, now they're both blue. Yeah? But on the app, it says one of the nodes is offline. Okay. All three, yeah? [silence]
26:00
Speaker 2
Mhm. All right? Another one is also blue or red? Okay, we can check that one. Now, in the app, how many, you know, as you can see, three? All three of them? Yeah, okay, that's good. Meaning it is discovered. The one that is not is offline. It's red right? Or magenta?
28:00
Speaker 1
No, it's blue, they're all blue. Yeah. Yeah, all of them are blue. Okay. I need just one. Okay. Okay.
29:00
Speaker 2
I'll do that. Okay. It's, it's, that's the next recording easier. We, we had an easier that later, now. So that will be that will be fixed later. Now, make sure that the light is blue, right? On the notes. Okay, go to the go back to the op, op, the upside of the screen. And then scroll down, go to Wi, will be setting, click the three buttons, go to Wi-Fi setting. It says your Wi-Fi name and Wi-Fi password here.
29:00
Speaker 1
great. uh, it's also good to oh i put it in the wrong i already put the ports on him before so we're starting the light up take up to a minute. I'm during future technical audio: do you remember? Right now it says restarting your Wi-Fi after I changed the password. I don't need to wait for it to finish. It says restarting your Wi-Fi. This could take up to a minute. Okay. So now it should go back to my Wi-Fi.
30:00
Speaker 2
you're you're what able to connect to the all file finding can you check [silence] good Now, you will be disconnected to the old file name. You may need to reconnect using the new new password and IP finding. I know you need to finish
31:00
Speaker 1
I can. Go to network. Do I need to forget the network and then. Find it again. The password won't let me edit it. In my. I've done. Should I forget the network and then join it again? Okay. Okay, there you go.
33:00
Speaker 2
Yes. Correct. Forget that one. Sorry. I didn't mention that one. You are right. The correct one.
33:00
Speaker 1
Okay, I'm joined. Should I go back to the app? Okay. Good. Now I'm on the home screen. The three nodes, it doesn't give me anything read. When I click on it though, it says router, so I'm fine. Okay.
34:00
Speaker 2
yes it's connected ok update how's it going good yey the one that is already a while ago offline it will automatically he still have issues on connectivity but eventually it will fix the important thing is the led light should be blue and then you can move them
34:00
Speaker 1
Move the notes. Yeah. I move them. Okay.
35:00
Speaker 2
Uh, if you want me to, I will wait for you. You want to move? But you're already good. Yeah. There's still one thing you need to verify, by the way, after you move, when you're gonna go.
35:00
Speaker 1
More notes. Okay, there was moves, it was so blue. Okay, so one of the notes that's read offline. All right. What uh, what what do I shou what do I what do I do now. [silence] I know both of the nodes say they're offline. Okay. Okay. Oh. I just want to check the first one I plugged in not looks. It's red. [silence]
37:00
Speaker 2
power status status blue now it's okay don't take time as long as the light is blue you're good
39:00
Speaker 1
[silence] That's factor. [silence] Between the site. [silence] Far. Same spot. [silence] As blinking red. Yeah. cuz [silence] cuz [silence] Well, [silence]
40:00
Speaker 2
Still red or blinking red? Today. How is it? How far is this node, or is it the original location before? It'll take time. It's a low rise. [silence]
41:00
Speaker 1
[silence] Okay, the one farther away doesn't turn blue, is the one on the same floor.
43:00
Speaker 2
All right.
43:00
Speaker 1
And for one also just turned blue. Yeah. Yeah. So they're blue. Not on that, on the app yet. But. Okay. No. Uh, thanks for your help. Um, Home Button. Yeah, they're blue. the uh, not on that on the app yet, but, okay. Uh, thanks for your help. [silence]
44:00
Speaker 2
all right that's good so all notes are now blue on the app it will not show up but eventually it will okay just give it some time are we back jack are you okay okay the doctor alright then anything else you can help alright then alright then good night Hi Jack and thanks for calling. My name is Nathan. Have a nice day. Good night. Bye.
44:00