V2 Rubric Detail — e47f2730-6e2e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 11:38
Duration
16m 19s
Contact
Alexander Watson
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134213
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node got disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall45.8% (+9.8)

V2 Grader Summary

The agent demonstrated ownership and empathy but provided materially inaccurate technical information (e.g., 'solid pink' LED, incorrect password guidance) and failed to use essential diagnostic tools like the router web interface. The issue remained unresolved with the node still flashing red, resulting in a partial resolution due to incomplete troubleshooting and technical inaccuracies.

V1 Case Analysis

Customer reports child Velop node flashing red and not coming online. Agent instructed reset, moving node near parent, app reinstall, and login using router password + recovery key. Node remained flashing red. Advised to reboot parent node. Issue unresolved. No model identification or WAN check performed.

Troubleshooting Steps
  • Asked for and recorded serial number.
  • Instructed to move node closer to parent.
  • Guided through hardware reset of the node with incorrect LED target (solid blue instead of solid purple).
  • Walked through uninstall/reinstall of Linksys app and login using router password + recovery key.
  • Advised reboot of the parent node.
Key Observations
  • Agent never identified the router model, a critical protocol failure for targeted troubleshooting.
  • Provided factually incorrect LED guidance: instructed customer to wait for 'solid blue' after reset on a Velop node, which should be 'solid purple' (per velop_router_setup.md and velop_wifi_connectivity.md).
  • Used non-standard and incorrect LED color 'solid pink' not documented in any KB.
  • Did not verify the parent node's internet or WAN connection before proceeding with node reset and app login.
  • Gave generic 'router password + recovery key' login instruction without confirming it applied to this model family.
Positive Highlights
  • Polite and empathetic tone throughout the call.
  • Collected a serial number from the customer.
  • Guided the customer step-by-step through the app reinstall process.
  • Correctly identified that flashing red indicates disconnection from the network.
  • Advised moving the node close to the parent, which aligns with placement best practices.
Agent Errors / Gaps
  • Did not ask for or confirm the exact router/model number (critical protocol failure).
  • Provided incorrect LED behavior guidance: told customer to wait for 'solid blue' after reset on a Velop node (should be solid purple per KB).
  • Used undocumented LED color 'solid pink' which does not exist in any Linksys KB.
  • Failed to check the parent node's WAN/internet connection before focusing on the child node.
  • Did not confirm whether the 'router password + recovery key' login method applies to this Velop model family.
  • Did not follow any documented mesh troubleshooting or rebuild process from KB.
  • Misidentified the issue as requiring app login when the node was not even online (flashing red = backhaul failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The child node remains flashing red at the end of the call, and no resolution was achieved despite attempted reset and planned parent reboot.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through node reset, app reinstall, and planned parent reboot, but skipped critical checks like parent node internet status, WAN connection, or signal strength between nodes.
R3 Partially Met Correct resolution path conf 80%
Agent pursued troubleshooting appropriate for an out-of-warranty device, but missed key diagnostic steps that could have identified upstream issues (e.g., modem or parent node connectivity).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (flashing red LED) and asked about placement, but did not systematically rule out root causes such as WAN failure, parent node status, or ISP outage.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied solely on the mobile app and physical reset, but failed to use the router web interface (192.168.1.1 or myrouter.local) to check internet status, node map, or logs — tools clearly needed for this issue.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the node would turn 'solid pink or purple' — 'pink' is not a valid LED state per any Linksys documentation; also gave inaccurate router password guidance that does not apply universally.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained polite tone but provided vague timelines (e.g., 'wait 1–10 minutes', 'after 30 minutes') and had extended silences, indicating weak call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible language but introduced confusion with incorrect terms like 'solid pink' and did not confirm understanding after critical steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the case, performed multiple troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 80%
Agent set a next step (reboot parent node) but with an unclear timeline ('after 30 minutes') and no documented follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue did not clearly exceed L1 scope (e.g., no confirmed hardware fault or complex configuration).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly expressed empathy ('don’t worry', 'I will do everything I can') and apologized for the inconvenience.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, confirmed actions, and offered to guide through app login when customer struggled.
X3 Partially Met Overall experience conf 80%
Agent required customer to uninstall/reinstall app and manually reset node, increasing effort, though they did assist with login recovery.
Call Transcript28 turns · 31 lines
Speaker 1
Hi, Josh, um, okay, I'm having a problem with one of my, uh, nodes in my network setup, and I cannot get it to, uh, come back online. Hoping you can help me, please. Yeah, absolutely. Yeah, it's, it's been a bit, um, it's been a bit on and off, uh, but usually, um, switch off at the plug, leave it, and switch back on and it will come back online. Um, but for the past week, it has not done that at all. Yes, of course. Bear with me.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. How can I help ya today? Got that one, sir. And don't worry, sir, I assure ya that I will do everything I can to fix this issue. By the way, sir, was this node was working fine before? Mm-hmm. I see. For us to proceed, I need the serial number of this node.
00:00
Speaker 1
Is that the one underneath? Okay, so it is. Uh okay, five five, Victor, one zero mic two one delta 0453. Uh someone? Yeah, correct. I'm Alexander Watson.
01:00
Speaker 2
Mm-hmm. Yes, sir. We'll go check now on them. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay, thank you so much for that. Let me again verify the number to make sure that I got it correctly. So it's 55v4 Victor, 10 m for Mike, 21 b4 Delta, 04583, is that correct? Thank you so much for confirming. And may I also have your first and last name, sir? Michael
01:00
Speaker 1
What? Yes, correct. Watson. It's alex.watson18@icloud.com. That is giga clear. It's red. Solid red, yes. Uh, only on setup. Um, so it's It's not, it's not huge hugely far um from each other anyway, but I haven't moved it since it's stopped working. Uh, I've just tried to switch it on and off again. No. Should I try that? [silence]
02:00
Speaker 2
Sir, uh, your last name is Watson, correct? Uh-huh. Uh, and, uh, and what about your email address? Alright, thanks so much for that one. And last thing, sir, who's your internet service provider? D. U. K. Alright, uh-so going back to the issue, so what's the light behavior on this problematic node or child node? Solid red, correct? And have you already placed this node next to the parent? Uh huh. Mhm. Uh huh. Got that answer. N, however, did you try to press the reset button prior calling us? I see. Uh and
02:00
Speaker 1
OK. um actually sorry it's um it's flashing red. it's not solid red sorry. OK. OK bear with me. OK, and plug it back in. OK yeah so it is uh I would say see
03:00
Speaker 2
Yes, sir. Since you mentioned that you have already tried rebooting and. Yeah. Rebooting this node, however, the light on the node still showing solid red. For this one, we might need to reset and reconfigure the outer. Sorry, the node. However, rest assured that I am going out. Flashing red. Oh yeah, that's fine. No worries, sir. Yeah. Flashing red indicates that the node has been disconnected from the network. So, again, for now, okay. Kindly move this child node next to the parent node because we are going to reset and reconfigure it. Thank you. Mhm, take your time. Uh, no worries, sir. What one to two ft would be fine. Yes, sir. [silence] solid blue
03:00
Speaker 1
Five five feet from the load or does it need to be closer. Yep. No worries. Just finding the socket. Um right it's now less than a foot next to it. They are right next to each other. Okay. Just the two. Yeah one that the main run is hard wired into uh the feed that comes into the house. Uh and then this is just the one that extends it to upstairs. Yes. But I'm
04:00
Speaker 2
Well, I'm sorry, sir. can you move it closer? Uh, actually it should be at least one to two feet. Thank you. Thank you. Thank you so much for that one, sir. All right, can you turn on or plug in this node and then let's wait for its LED to goes back to flashing red again. Thank you. And by the way, sir, how many nodes do you have in total? Uhm, got that one. All right. Got that one sir. Thank you so much for that information. And just to confirm, does your phone have all the Xbox app installed?
04:00
Speaker 1
I'm having major trouble getting into it. I admit, I tried to connect on the on the app, and it's asking me for a password, it won't accept the internet password. It won't accept so I couldn't couldn't do it that way. OK. OK. Let me have a look. So it's flashing red now.
05:00
Speaker 2
Mhm. Uh-huh. Ah. I see, uh. Got that one. Don't worry, once we have added this child node to the network, uh I'm gonna like walk through and how to log in into the LynxSys app using the router password for you to be able to manage that. And also for us to check if this child node has a stable internet connection or stable signal strength. So what's the light now on the child node, sir? Thank you. All correct. Flashing red. Uh, all right, you can now reset the child node. So for reset, kindly press and hold the reset button, and do not release it until you see the solid blue light.
05:00
Speaker 1
OK. OK. OK. solid, click. there we go. It's going to flashing blue.
06:00
Speaker 2
All right, you may now release the reset button and again, we'll wait for the light on the child node to turn into solid pink or purple for that indicates that it is already on setup mode. Mm-hmm. That's fine, sir. So just to confirm, both nodes were powered [silence] Byron: on? Giga, clear, correct? All right. Thank you so much for confirming. Just let me know, sir, once the light on the child nodes is gone. to solid pink or purple, okay? Mm-hmm. Yeah, currently the child node is still on the process for it to like for it to be able to reconnect to the child server to the main node. So yeah, for now. [silence]
06:00
Speaker 1
There we go. We've got purple now. Correct, yes. Okay. (counting) 5. Okay. It flashed red and now it's gone solid blue. Solid purple.
08:00
Speaker 2
[silence]
08:00
Speaker 1
It's just changed to, oh, now it is, yeah, it's gone flashing red. OK. Yeah, it's an iPhone. Yes. OK, so I've just opened it it's saying, getting rooter settings.
09:00
Speaker 2
Solid purple. All right. Let's wait for the light on this child node to turn to flashing red for that indicates that it is already trying to reconnect to the network. So let's wait for 1 to 10 minutes. Mhm. That's brilliant sir. All right. That means the child node is now trying to reconnect to the network. And again, we will observe the light on this child node for two to three minutes. So while this child node is trying to reconnect to the network. May I know again the operating system of the phone that has the Linksys app? Uh-huh. You have that one. And is the phone currently connected to the parents node network? Excellent. So on your phone, sir kindly again, reopen the Linksys app and tap on manage your Wi-Fi or manage your network.
09:00
Speaker 1
And then it says giga clear has no internet connection. Uh, and then it's now gone into We found a new network add to this network to your account. And I can't get past this screen. Yep, okay. Okay. Okay, it's reinstalled. Okay. So, it's saying, allow link sys to find devices on local networks. Okay. And now it's [silence]
10:00
Speaker 2
I see. I see. for. I, I see. Uh for now. I see. uh for now, kindly uninstall and reinstall the app. so. Yeah, on your phone, you may uninstall or. Uh, or delete the app. And then just reinstall it. So just let me know once the app has been reinstalled because I'm gonna walk you through on how to log in using the router password. Thank you so much for that one. You may now open the Alexis app sir and then let me know what are the options you can see on the screen. Yes. Kindly tap allow.
10:00
Speaker 1
Okay it's asking me for A login and it's giving me email and password or router password options. Okay, this is the one on the bottom of the main. Oh, I see. Okay so it's the password plus the recovery key. Ah, okay, that's why it wasn't working. Okay then the recovery key.
11:00
Speaker 2
Okay, great. Let's try to login using the router password. So, let me choose router password. Mm-Hm. Uh, no, sir, uh yeah. Uh, by default, the router password is the one laid underneath the device plus the five digits recovery key. So, let's try that one first. The default router password. Mm-Hm. EA600 yes, sir. You're at 69 great. Let's try to find out what the manufacturer of this device is. So, let me look it up quick. What do we see? we see A, tethersky. Let me refresh the screen one more time so that we can see it clear. Look at that. Router model 3. Let me ask it. What is the model? here at page 23. The USB port. Yes, sir.
11:00
Speaker 1
says it's incorrect. Let me just double check it. Hang on. Uh, okay. Yeah, that's not working. Uh, I see. Okay. That's fine. So it's asking me for the recovery key. The account holder will be notified if this route of password is changed. Continue.
12:00
Speaker 2
I see. Yeah, let's try it one more time and if the issue persists, we will reset the router password. All right. Don't worry, sir on the screen. Yeah, kindly tap on reset router password or password reset. And rest assured that we are not resetting the Wi-Fi password. So, after you, yeah, so once you, Yeah, kindly enter the five digit recovery key again. Yeah, that's actually fine. [silence] Uh are you now on the screen asking you to create a new router password? Okay. That's. That's great to know. alright. Yes, sir. Make sure the new password meets the requirements.
12:00
Speaker 1
Okay, so it's saying getting root to settings. uh-huh, back in now. No, it's still flashing red. Okay. I mean it's appearing on the on the uh on the notes. Uh, yeah, it's still flashing red. Yeah, exactly.
14:00
Speaker 2
That's brilliant sir. And what's the light now on the child node? Has it already gone to solid blue? Flushing red, I C. all right. For this one, we will wait for another one, two minutes and if the light on this child node is still showing flashing red, we will reboot or restart the main node. Ah, however, it says offline, correct? I get that one. Don't worry sir. After a minute like we have a timer here and and I'm just gonna let you know once the time is up. So. So yeah, after 30 minutes, if the light on the child node is still showing flashing red, that's the time that
14:00
Speaker 1
okay it's still flashing red for me go for the reboot okay do i need to do anything with the child though or do i leave it on okay okay fine so uh
15:00
Speaker 2
we will reboot or restart the parent node. So don't worry we're not going to press their reset button, but we're going to simply reboot or restart the parent. [silence] uh-huh. ah yes sir you may now reboot or restart the parent node. So for reboot you may simply unplug and replug the power cord from the power outlet uh-huh yeah just leave it on sir for the child though thank you. [silence] So once the power cord on this print node has been plugged out, you can just re-plug it in right away. There's no need to wait for
15:00