V2 Rubric Detail — e4c9a506-7097-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 13:15
Duration
34m 41s
Contact
Kyshii Wray
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134751
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (10 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.1% (+55.1)

V2 Grader Summary

The agent correctly diagnosed and addressed a Cognitive Mesh node pairing issue using appropriate KB-guided steps, including reset and pair-button procedures. The child node briefly achieved solid blue, indicating partial success, but long-term stability was not confirmed. No escalation was needed as troubleshooting was valid and ongoing. Communication was functional but could improve in clarity and empathy.

V1 Case Analysis

Customer’s child Velop node blinking red, unable to pair. Agent incorrectly identified model, misinterpreted LED behavior, and gave incorrect pairing instructions. Issue unresolved; agent fabricated email and serial number.

Troubleshooting Steps
  • Incorrectly captured model and serial number.
  • Guided customer through multiple resets of the child node (hold reset button until light turns off).
  • Instructed pressing the 'pair button' on the parent node for one second (method ambiguous).
  • Advised waiting 4–6 minutes for node stabilization without validation.
Key Observations
  • Agent incorrectly identified the model as 'SP and MX 57' — a non-existent Linksys model combination.
  • Agent misinterpreted LED behavior: falsely claimed the child node turned solid blue when the customer reported blinking red.
  • No verification of WAN connectivity, parent-node health, or firmware version.
  • Agent fabricated customer email address (USB-STAR-WAY-12345678@familiar.com).
  • Agent provided ambiguous pairing instructions ('press pair button for one second') without confirming the correct method for the likely Cognitive Mesh system.
Positive Highlights
  • Agent remained polite and attempted to guide the customer through troubleshooting steps.
  • Provided step-by-step reset instructions (though partially inaccurate).
Agent Errors / Gaps
  • Incorrect model identification: 'SP and MX 57' is not a valid Linksys model.
  • Fabricated customer email address: 'USB-STAR-WAY-12345678@familiar.com' is not based on customer input.
  • Collected invalid serial number: '65N4N10M25F00374' contains 'N' in a likely numeric field; Linksys serial numbers do not use 'N'.
  • Misrepresented LED state: falsely claimed child node turned solid blue when customer reported blinking red.
  • Failed to verify WAN/internet status or parent-node health before troubleshooting child node.
  • Provided ambiguous pairing instructions: 'press pair button for one second' — KB does not specify duration; correct method depends on model family (Pair button vs 5-press).
  • Did not confirm correct pairing method for likely Cognitive Mesh system (Pair button vs 5-press).
  • Incorrectly declared issue resolved without confirmation of solid blue light.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided the customer through resets and pairing steps, and at [22:00] the child node briefly turned solid blue, indicating temporary success; however, stability was not confirmed before call ended.
R2 Met Diagnostic thoroughness conf 95%
Agent performed logical troubleshooting: verified node count, LED status, repositioning, reset, and correct use of pair button on parent; steps followed standard KB for Cognitive Mesh node recovery.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate L1 troubleshooting path for a Cognitive Mesh node pairing failure, consistent with product type and support guidelines, before call concluded.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified blinking red on child node as symptom, confirmed setup type (wireless backhaul), checked node roles, and pursued root cause (failed pairing), using targeted questions and actions.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not use remote tools or request login to router UI, but correctly relied on physical LED indicators as primary diagnostic method per KB for Cognitive Mesh systems.
T3 Met No misinformation conf 95%
Agent correctly identified SPNM57 as Cognitive Mesh with pair button, instructed proper reset sequence and use of pair button on parent only—consistent with led_cog_mesh_group_d_spnm60_62 and universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and sequence, but had long silences, repeated instructions, and unclear transitions (e.g., after reset confusion), reducing clarity.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms (e.g., 'pair button', 'solid purple') but adapted explanations over time and confirmed actions; however, initial instructions were unclear, contributing to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed multiple steps, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps: wait 4–6 minutes after pairing for stabilization, and advised customer to relocate node only after solid blue confirmed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted during the call—the agent was making progress with documented troubleshooting steps for a known issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional and patient throughout, but did not explicitly acknowledge customer frustration or prior effort; tone was supportive but not empathetic.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted pacing and repeated instructions in response to customer confusion, showing adaptation, though initial delivery was overly procedural.
X3 Partially Met Overall experience conf 80%
Customer repeated actions (resets) due to unclear cues, but agent eventually clarified the correct reset process, reducing effort over time.
Call Transcript46 turns · 53 lines
Speaker 1
Hello. All right. So since last week Thursday, my uh router uh for Linksys hasn't been working. It's just been blinking red. Uh okay, let me um have a look. Where do I find that? Hello? Okay, I'm gonna read out now. Okay. Are you ready? 6:5N. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality of service, your call may be monitored. Please remain on the line for assistance. Hello. Thank you for calling Linksys. This is Ice, how can I help you? Uh see. Uh sorry to hear about that. So, can you tell me the serial number of your Linksys product? Yes. Uh you can check on the router at the bottom of it. There's a product label sticker where the serial number is indicated. Mm-hmm.
00:00
Speaker 1
Yeah, yeah, yeah. Yeah. Yeah. Yeah. Let me see. Sorry, what, what did you say? What number is that? Yeah. Yeah. Yes, yes. Yeah. Yeah. Sorry.
01:00
Speaker 2
all right let me verify again the serial number is 65 N for Nancy 10 M for Mike 25 F for Frank 00374 All right, so the model number of your linksys products are is SBN MX1 57 the model number of your linksys product is SP and MX 57 and you mentioned you have 03 or four nodes of this [silence]
01:00
Speaker 1
notes what you what do you mean by that i only have two in my house yeah yeah yes and it's the wireless one it's not working yeah the wireless connected one it's not working yeah it's blinking red right now
02:00
Speaker 2
How many nodes exactly do you have? Are the, Blinkys products to, all right, so one is connected to your INTERNET provider, which is community fiber, that's correct? And the other one is wirelessly connected, got it, the one that's connected is disconnected, I see. What is the status of the lights, the color of it, is it blinking? [silence] Three of them [silence] Blinking [silence].
02:00
Speaker 1
Yes. Yes, that, that one's fine. I'm pre- I believe it's blue right now. Downstairs, that one's working fine. Pardon? Okay. Right, but it's, um, been in this position since I've g-g- got the internet. I was been perfectly fine so, No, no, I haven't tried, I haven't tried to p- put it near it. But I'm saying that it, this problem only happened last Thursday, but it's been um working, ever since I've had this internet. It's been in the same spot, so, that's what I'm trying to say.
03:00
Speaker 2
It is a treeview and ولكن the main node the one that is connected to your modem Oh Okay so I'm Out I think the jump node got disconnected Okay you just need to bring that child node near your parent what so the main node Okay So you have already placed it near your parent node so it's still blinking. Right.
03:00
Speaker 1
No, is that what you're asking me to do? Okay. Okay. Okay, um, should I go and do it now? Hello? yeah. I'll be right back. Say that once
04:00
Speaker 2
Oh. Did you place it now beside your parent node? Yes, sometimes your child node temporarily disconnects from your parent node, so sometimes we just need to place it near the parent node so it's light will turn back to a solid light and if it doesn't, then that's the time that we will do some troubleshooting steps or reconfiguration on your child node. Mhm. Yes, I'll just place it beside your parent node. Two feet is... Sure. Thank you. All right. Okay. Before we proceed, I'm going to create a voice or record for you. May I have your name. Okay, for car Y for yellow, H for hotel, W So I for wink. Okay. and then W K-Y-S-H? K-Y-H-I-I. All right, que Ch. Yeah, K-Y-S-H-I-I. So on, your last name. W-R-A-Y. OK, K أغلب your rate. All right, what about your email address? So, it's your first and last name, USB-STAR-WAY-12345678 at familiar.com. All right, thank you. All right, so, since you already placed the child node near the parent node and it's still blinking red, let's do a reset on your child node. You're going to press and hold the reset button on the child node. It's light will flash bright red once the light went off. You can release holding the reset button. Okay, I let go and then just wait for its light to turn back on. It's still booting up or starting up. This is great. The charming is still starting up. And your parent node light should be a solid blue.
04:00
Speaker 1
Okay. Okay. Yes. Yes. Okay. Yes. Pastor. Mm-hmm. Yes. Pastor.
12:00
Speaker 2
Okay, that's good. So since your child node turns solid purple, it indicates that it's ready for setup. So we'll do, since your model is SB and MX 57, I think there should be a pair button on your parent node. Can you check if there is a pair button on your parent node? There is. Okay, so you just need to press the pair button on your parent node for one second, one time only. Okay. So just wait for it to light up and blink. Your parent node will start blinking, and your child node, your child node will also start to blink.
12:00
Speaker 1
Wait did you say after am I doing this on the parent mode or child mode? Well I pressed on my child mode itself I guess let me first okay I pressed on the child mode see I'm on the hello? Yeah I know but I done it before by accident that's what I'm saying but it's on my parent note it's flashing yellow and on my on my child note is flashing uh yellow let me let me just
13:00
Speaker 2
I you're going to press the pair button on your parent nodes one time for one second. It should be the parent node because you are adding a child node to a parent node. So the main node should be, no, uh, do not press any button on your child node, only your parent node.
13:00
Speaker 1
Okay. It's, uh, now on the child node. It's turned yellow, flashing yellow. Uh, it's gone back to red. Red. Now it's blinking red. It's just solid blinking. Yes. Yes. Yes. Yes. Mm-hmm, yes.
14:00
Speaker 2
So, let's just wait for the light to stabilize. Hm. There could be a weak connection or the pairing failed. So, let's see. Hm. So the child node went back to a solid red. So, it could be. Okay, let's just wait. Uh, what about your parent node? Did it light turn? So it went back to solid blue. And your child node is still blinking red? So let's just wait for your child node's light to stay solid, uh because we don't know yet if the pairing is. successful or not unless we get a solid light from your child note.
14:00
Speaker 1
How long does it typically take? Yeah, I'm just waiting. It's still blinking red. How long does it typically take for it to turn solid. But it's right next to the pen. Okay. [silence]
16:00
Speaker 2
Tell me if the child nodes, like, turn solid. [silence] Usually, adding a child node, it will take 4 to 6 minutes. And that depends on how stable your internet connection is. and if there are [silence] [silence] So, let's just wait because usually it's 4 to 6 minutes when you add a child node.
16:00
Speaker 1
Okay. Part pass. Of the channel. OK. okay turns off. okay, yeah, this one, that is, that is blue, right? Mm-hmm. OK, I,'m just going to work here. You guys blink from blue, now. [ silence ]
18:00
Speaker 2
Okay. Um, can you, uh, turn off its power switch? Uh, if you, flip the child node, uh, there's a power switch at the bottom. Yeah, turn off, the power switch. Yeah, the child node. Okay. and then turn it back on. Okay. Solid blue? Uh, I think it should start to blink. Let's wait. It's really when you turn off and then turn back on and no, to first start to blink blue, which indicates that it's still booting up or starting up. So that's the normal routine or when a node is unplugged or turned off.
18:00
Speaker 1
[silence] it's blinking blue. What color will it turn when it stabilizes? [silence] It's blinking red again. It's blinking red again [silence] Yeah, so do I press the paper? Do I press them both? I'm confused. It just it just went from blinking red to blue and I didn't press any check.
19:00
Speaker 2
Okay. So let's just wait for it slide to stabilize. Um, if it was paired successfully, it will turn solid blue, like your a parent nodes, if it wasn't paired successfully, it will, um, start to blink red or solid red. Hm. So, I think, uh, the pairing was not successful because you have pressed its pair button before pressing the pair button on your...? I don't know. Um, we have to do a reset again on your child node. It went to,
19:00
Speaker 1
Yes.
20:00
Speaker 2
Stout blue. Okay, that's good. Let's give it a minute. If it stayed solid blue, then it means it's already added to your parent node. So if it's stayed solid blue for a while, it's already configured successfully added to your parent. And then you can relocate it back to where you place it. So, um, let's just wait because sometimes when there is an interferance or interruption on your internet connection, uh the light of your node will have some changes, but since it turned solid blue a while ago, you don't have to worry. It will turn back to a solid blue. So you just have to wait.
20:00
Speaker 1
anything? [silence] Oh.
21:00
Speaker 2
No, uh, because you already saw that it went down... that the child node slide turned solid blue a while ago, so it means it was, uh, connected to or added to your parent node. So you just have to wait for it to turn back to solid blue again. Because your child node is already added to your parent node.
21:00
Speaker 1
still been for me. okay. Okay. Yeah, I released it and it's flashing and it's going to solid Luna. Sorry.
23:00
Speaker 2
Right. Uh, let's do a reset on your child node. The child node, press and hold its reset button. So it's right light will flash bright red. Then once the light is off, you can release holding the reset button. Mm-hmm. So let's just wait. Uh, because as I mentioned before, usually the normal routine of a node is to flash or blink its LED light.
23:00
Speaker 1
sir? I'm already all I'm already. Oh my gosh. again? So, could you repeat that again? Yeah. again? Okay. I've just done it again. When it came off our negative and it went sold, bloo again.
24:00
Speaker 2
it should be flashing blue um when you press and hold its reset button, you have to wait for its light to turn off, once the light is off, that's the only time you can let go or release the reset button. Okay, is it still blue?
24:00
Speaker 1
It's solidly. Nice, it's so lit. Let's try it right now. Now it's going to blink and right again. No, I'll try one more time, but I'm waiting for it to come off and like turn off. And I let go and then it just goes solidly. Let me, let's try it. We're on. Uh, okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. [silence]
25:00
Speaker 2
blue or blinking blue you sure because if you press the reset button it should start to be blue Mm-hmm so it didn't blink okay okay hold on okay see hold on listen carefully when you do a reset on your shield Hold on do not press anything first listen the instruction is this when you reset your shield you have to press and hold the reset button and check on the light of your shield because it will first flash bright red
25:00
Speaker 1
Okay thanks yeah of course that's what I said Yeah okay I let go and now it's just The latch is open Like completely Okay now it's on They're just flashing blue once and it's going back to solid Let's go back to solid blue
26:00
Speaker 2
and then it will pulse dimly three times and then it will flash bright red again and until its light will turned off so once its light went off that's the time you let go of holding the reset button okay so that's the process of resetting your child now do it press and hold the reset button on your child node And wait for its light to turn off and then you let go or release holding the reset button release okay so just wait because it it will start to flash blue and after flashing blue, it will turn solid purple. You have to wait. Just wait patiently because it will take time because your child node is still booting up. So, when you do reset or configure your nodes, you have to be patient or wait for its flight to stabilize because sometimes your nodes are still blinking or configuring itself. And if you don't have the patience to wait for...
26:00
Speaker 1
Let's go into purple. Hello? Yes. Lots of purple. Yes. Okay. Just press it for one second. Do you want to go to purple?
28:00
Speaker 2
[silence] It will get its setting mess up. [silence] So just [silence] just wait [silence] because once it's like stabilize, it will turn to solid purple. And that is the go signal that we can add the child node to your parent node. So just wait for it slide to turn solid purple. Okay, that's good. Now that it turns solid purple, listen. uh, you need [silence] we're going to use the pair button. Now, using the pair button, you need to press the pair button on your parent node. Only the parent node, not your child node, okay? And when you press the pair button, you only need to press it one time and then release.
28:00
Speaker 1
Okay. For some reason, it's having 30, wasn't it? But, but yeah. I pressed it for a second. I mean, it, it, it's not blinking properly. No, no. Yeah. Well, now, now. Yeah, I've done that. I'm not blinking in purple. Say, no, no, no. The child is just blinking in purple. Okay. Well, so the parent node is blinking in blue. The child node is blinking. All right. I
29:00
Speaker 2
Okay. oops. Okay, so, so let's just wait because oops. Okay, that's fine. You don't have to worry about your parent note because your parent note after pairing it will turn back to solid blue. You just have to check on your child note because if it was paired successfully, then it will also turn to solid blue. So, this time, uh, a lot of patience again, because as I've mentioned to you, adding a charge note usually takes about four to six minutes. So, you just have to wait patiently and do not press anything. Just wait for the light to stay solid, or stabilized. Okay? [silence]
29:00
Speaker 1
[silence]
31:00
Speaker 2
Just wait, as I've mentioned, you just have to wait for it to come back. Stay solid, it will take time. Patience, okay.
31:00
Speaker 1
[silence] [silence] [silence] [silence] He's just not else. [silence] [silence] [silence] Yes. No, not the parent, not the child, that is. So, uh, the parent is still blinking blue.
32:00
Speaker 2
uh your parent node slide did it wants out to solid blue Okay Okay that's fine as I've mentioned to you your parent node or you don't have to worry about that because your parent node is connected and online so you just have to focus on your child node and since it it's like turned solid blue it means it's already connected and online it's successfully configured the pairing was successful it's already added to your parent node so you can then uh relocate your child node [ silence ]
32:00
Speaker 1
Fianna fail now wow yeah okay I
33:00
Speaker 2
0;08;55;680 --> 0;09;470 Okay, so0;09;470 --> 0;18;810 Yeah. Yeah, that's fine. because as I've mentioned to you, once the child note turns solid blue, it's already configured successfully. It was paired successfully or added to your parent node.
33:00
Speaker 1
Okay, thank you. Thank you. Bye. Yes. [silence] Okay. Okay. [silence] Thank you. Bye. [silence] You too.
34:00
Speaker 2
you're welcome I'm and before we end the call hi sir I have to advice you again once you relocate your child node and plug it back in it's light will start to blink first so you just have to wait patiently for it's like to turn back to a solid blue okay okay that is all so your child node is already added so everything's good now no other concern yeah all right you're welcome thank you for calling Lindsay's IC and take care have a great day
34:00