V2 Rubric Detail — ebefbcf0-75c2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 03:05
Duration
38m 23s
Contact
Mark Abate
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135584
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). 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
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.0% (+49.0)

V2 Grader Summary

The agent made significant progress by guiding the customer through resets and UI-based node addition, resulting in nodes transitioning to stable states. However, a confirmed resolution was not achieved, and the agent incorrectly dismissed the 5-press pairing method, which is a valid KB-supported procedure for these models. Ownership and follow-up planning were strong.

V1 Case Analysis

Customer experiencing red/blinking LEDs on multiple Velop nodes after swapping parent node. Agent provided incorrect reset instructions (20s hold vs 5-press), used wrong URL (myrouter.info), and gave incoherent UI steps. Issue unresolved; follow-up scheduled.

Troubleshooting Steps
  • Power-cycled modem and router
  • Instructed 20-second factory reset on child nodes (incorrect procedure)
  • Directed customer to https://myrouter.info (incorrect URL for Velop)
  • Guided customer through incoherent web UI steps to add child nodes
Key Observations
  • Agent never collected model number, serial number, or verified warranty status — critical protocol failure.
  • Used incorrect URL https://myrouter.info (SPNM6-specific) instead of http://myrouter.local (Velop) — serious accuracy error.
  • Instructed 20-second factory reset (erases settings) instead of 5-press pairing method — contradicts KB guidance.
  • Provided incoherent web UI guidance (e.g., 'click on CA', 'router CA set up') — not aligned with LinksysNOW interface.
  • Failed to confirm WAN/Internet status before proceeding with node troubleshooting.
Positive Highlights
  • Attempted power-cycle of modem and router — valid first step.
  • Recognized the need to re-add child nodes to the mesh network.
  • Scheduled a follow-up call to continue assistance — maintains customer engagement.
Agent Errors / Gaps
  • Failed to obtain product model/serial number and warranty information — major protocol miss.
  • Used incorrect URL https://myrouter.info for Velop system — correct URL is http://myrouter.local per KB.
  • Instructed 20-second factory reset on child nodes — this erases settings and is not the correct method for re-adding a node (should be 5-press pairing).
  • Provided incoherent and incorrect web UI navigation (e.g., 'click on CA', 'router CA set up') — not aligned with actual LinksysNOW interface.
  • Poor call control: excessive filler, silence, and lack of empathy.
  • Did not verify upstream Internet connectivity (modem) before troubleshooting router/nodes.
  • Gave contradictory reset instructions — at [28:00] said 'not 5 times 5 seconds' and '20 seconds', contradicting standard 5-press pairing procedure.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent guided customer through resets and node re-addition, with nodes showing solid white/blue indicating progress, but final state not confirmed as stable and callback scheduled for verification.
R2 Met Diagnostic thoroughness conf 91%
Agent conducted meaningful troubleshooting: power cycle, factory reset of child nodes, attempted router login via 192.168.1.1 and myrouter.info, guided through Add Wireless Child Node in UI, and provided structured node reboot sequence — logically sequenced and advanced case beyond generic KB advice.
R3 Met Correct resolution path conf 92%
Agent pursued best-effort troubleshooting appropriate for mesh node connectivity, did not dismiss due to complexity, and provided actionable steps — path aligns with out-of-warranty support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 89%
Agent identified core symptom (solid red/blinking red on child nodes), asked about recent changes (parent node swap), and systematically worked through reset, UI access, and re-pairing — demonstrating logical diagnostic flow toward root cause (mispaired or misconfigured nodes).
T2 Partially Met Appropriate tools / resources used conf 86%
Agent correctly directed customer to use http://192.168.1.1 and http://myrouter.info — appropriate tools for the issue. However, when customer reported 'page not found', agent did not troubleshoot access (e.g., confirm device is on network, try alternate URL) or consider remote diagnostics, limiting tool effectiveness.
T3 Partially Met No misinformation conf 96%
Most guidance was accurate (20-second reset, add node via UI), but agent incorrectly stated 'no sir, not 5 times 5 seconds. It should be 20 seconds' when the 5-press method is a valid pairing method for Intelligent Mesh models (per led_intelligent_mesh_consumer.md). This contradicts the KB's documented pairing options.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control throughout, set expectations (callback), managed transitions (between nodes, UI steps), and kept focus despite customer digressions and emotional moments (apologies, pet interruption).
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and repeated steps, but gave ambiguous instructions (e.g., 'not 5 times 5 seconds') and did not consistently confirm understanding (e.g., after complex UI navigation). Some jargon like 'CA' was used without explanation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, avoided transfer, and committed to a callback — demonstrating full ownership and accountability.
O2 Met Proactive follow-through conf 96%
Agent set a specific callback time ('by around 11:00 tomorrow'), explained the purpose (follow-up check), and gave clear customer actions (leave parent on, power off children).
O3 Not Applicable Closure confirmation conf 94%
No prior case history was referenced or evident in the transcript; no handoff occurred — continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation occurred, and the issue (mesh node connectivity) is within L1/L2 scope. Agent made reasonable progress, so escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 93%
No escalation occurred — execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('I'm really sorry'), remained patient during confusion and interruptions, and used a calm, supportive tone throughout — especially when customer apologized for the late hour.
X2 Met Tone & rapport conf 92%
Agent adapted to customer’s pace, used short confirmations ('okay?', 'mhm'), and adjusted instructions when confusion arose (e.g., clarifying reset duration). Engagement was maintained despite technical hurdles.
X3 Partially Met Overall experience conf 86%
Customer had to perform multiple resets and UI attempts, some of which may have been redundant. Agent could have streamlined steps (e.g., reset all nodes at once), but did consolidate guidance later in the call.
Call Transcript62 turns · 67 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hi there, this is Kyla from Linksys. Sorry. Okay. okay Can I connect now? Let's try to this one, sir. connect the cable back to the Linksys router? Yes. So it should be now modem at that's your mobile to the Linksys node. No, just plug in, sir. Just plug in the cable. [silence]
00:00
Speaker 2
hello hello how you doing go Okay from the computer back to the lynx, is that right? Got it got it okay it's got a red light do you want me power it off or just plug it in the route, the RGA 45? Okay, got it. Okay, just plug it in.
00:00
Speaker 1
Okay, but the Internet router setting said. Yeah, let me just put you to start at the. Okay, can you turn off your links is rather turn it off, and then also turn off your modem, the teemo Bell.
01:00
Speaker 2
Okay, the screen just changed. It says, link sys. I'm still connected to the link sys smart wifi. it says router, let me try not found. You want me to retry? Well, no, it disappeared. It disappeared and now it says troubleshooting, router settings. But it still got, let me hit retry. Hang on. it's waiting. Okay, I still got a red light on the router, though, just so you know. Okay. Okay, team, hope goes up.
01:00
Speaker 1
both Kaylee checks are can Lee now on your your T-Mobile, sir okay, Kaylee
02:00
Speaker 2
both of em are off okay hey T-mobile is on, but it's booting up.
02:00
Speaker 1
Okay. and then turn on your lync system router?
03:00
Speaker 2
Okay. This module is just now powered up. Okay. Just turned on the Blinkbox now as well.
03:00
Speaker 1
FYI Yeah, this is not sorry this is the this is the ISP you don't have that okay. Okay. I'm just gonna um write you two. I just gonna uh. I'm just gonna uh write you two. Indy uh in the future if uh someone from uh someone is uh committing a crime I'll find it that we'll. Yes sir. Sir, your internet provider? Is it AT&T or T-Mobile?
04:00
Speaker 2
T-Mobile. The LinkSys router has a red light, went from blue to red. let's see what happens, close the white. Yeah, it went to red, it went from blue to red. It's not blinking, it's a solid red light.
05:00
Speaker 1
So let me just verify this. Um, when was the last time that you changed parent node? Yes. Uh-huh. Did you call that number for her? Or someone called to What number do you dial to call this? Okay, if anything check, don't check if you can go online now.
06:00
Speaker 2
I don't know, you know, all of a sudden, it was like, what's going on? So I figured, okay, maybe it's because, like, last time, I changed the parent node a couple months ago from the last time when I called you guys because, uh, it was the parent won was like just blinking, um, red. And so I changed and they got, I said, well, uh, I wanted to do the reset, like what we did, but the guy didn't want to do it. And I said, well, what if I get another parent node and plug that one in and it's put to the one that I was using as a parent node. He says, yeah, go ahead and do that. And I did. And it seemed to work, right? It became the parent node then. And it's staying white now. It's staying white. It looks like I'm connected to the internet. Uh, at least connected to Wi-Fi. So, I'm connected to the 2.4. Let's see if, [silence]
07:00
Speaker 1
Um, and then check if online. YouTube.
08:00
Speaker 2
Click and connect to the other one. I'm connected now to the regular Gemini. Okay, now I, okay, let me switch to Google. I think I'll figure it out.
08:00
Speaker 1
okay How about the gray one? Okay. Okay, then. So, um, let me verify your connection first. Do you have your computer connected to your laptop? Do you have it connected to the internet? It turns to red again, the parent node. Okay. And do you have your computer connected to the laptop? Okay. Okay.
09:00
Speaker 2
All this blue, bright, caboose blue. The green one, I can plug that into the extension cord that I brought in a room. Let me try plugging that one in. No. Okay, the white one is a solid red right now. Well, that that's not that parent node. The the white one, the second one. The parent node is still white. This parent node is still white. And I think I probably still have internet speed, but let me check the the gray one.
11:00
Speaker 1
okay, we'll just have the power main reset. So try to look at the back. There's a reset button. So press and hold the reset button. Okay. So it seems that we need to um um passable reset uh so there are Wi-Fi settings that you set up right now on the router that's the same settings that you have before, right? right? Okay. So it seems that we need also to reset this node um the child node okay so that we can be part of the network again. more Okay. Right now they're all solid red Mhm.
12:00
Speaker 2
It's turned it on. Hang on. Hang on. Again. Okay. The green one. It is blue now because I just turned it on. But the white. The second white one is red. Yes, ma'am. The exact same settings that I had before. Okay. Okay. Okay. The, the, the gray one. The third one. That one's blinking blue. That one's still blinking blue. But the one.
12:00
Speaker 1
Okay, can we have reset that? Sorry. Okay. Um, again, the, uh, sorry, the paired note is still red. Correct? I'm white. Correct? Okay. On the now. Okay. It's blinking blue right now or it's solid blue. Okay. The second one, sir, the second, uh, the one that is solid red. Can you press and hold the reset button, sir, for, um, 20 seconds? Yes, the one that has solid red. So press and hold the reset button for 20 seconds. Uh, please take a picture. I'll need a warm water. [silence] [silence]
13:00
Speaker 2
The first white one is white.
13:00
Speaker 1
I'll let this. heat up for a while, just try to look at the screen, you would be able to see there the, the Wi-Fi name and the Wi-Fi password. Can you see it there? speak. Map. Okay. Okay, let's just wait, sir, for like, um, a minute to fully um, how about the other ones? sure, the gray ones, sir. Okay. iMac, okay. right, just click for the Wi-Fi icon on top. Click on it. While waiting for the second download, sir, can we go back to your computer?
14:00
Speaker 2
Okay, I just let go of it and it's blue. Solid blue right now. The green one now turned white. But let's see if it goes gray. Let's see if it goes to red like the white one did. So right now it's solid white though. The third one is solid white. What? Yeah. I just to let you know, the on the
14:00
Speaker 1
Okay. But the parent note is still blank, correct? Okay. On your computer right now, sir, can you open again the browser and try to access 192.168.1.1. Okay. On the address bar, that's on the address bar, right? Um, how about type in there, sir, HTTPS . and then column forward slash forward slash my router dot info. [silence]
15:00
Speaker 2
The third one now is blinking red, it's blinking red. Let's see if it's it might go back white. I'm at the computer though. yes ma'am, it's still white. 1.168.1 1.1. sorry, this is page not found. UI remote dynamic index, . html page not found. yes. Okay.
15:00
Speaker 1
colon forward slash forward slash myrouter.info. okay, so you're, you're, you're still seeing. yes, again https colon forward slash forward slash myrouter.info. okay, type the password, the one that you have create sir, the 10 characters. uh-huh.
16:00
Speaker 2
Okay. HHTPS colon forward slash forward slash. That's it. Nothing else, right? That's it. Okay. I'm looking at it right now. And it's waiting. Okay. So, now it's asking for router password. Which one do you want me to use. Okay, put that one in. Okay, got it.
16:00
Speaker 1
I'm also seeing the length of the family there right mhm okay, the other one alright okay, now click on CA you're not able to login, right? Mhm, and then after you click on CA okay, now click on, um, right? okay, after you click CA, [silence] uh, [silence] uh, um, mhm.
17:00
Speaker 2
okay, and now, waiting, waiting, waiting, okay, so the, the, the grey one, it went to white, it went to white, the other one is, blue, solid blue, okay, I'm on the link, what do you want me to click on, I'm sorry, yeah, um, yeah, let me see, I'm clicking on CA right now, thank you. [silence]
17:00
Speaker 1
Um, after the page will refresh, kindly click on connectivity. Okay, thank you. And then after connectivity, you click on the far right there. You have the C uh, router, router set up or router CA set up. Okay. And then kindly click on add wireless child node. Okay. And then let for wait. Let's wait on the other no shortly. Okay. It is. It is blinking blue. Yeah, that's okay. So that means it's responding.
18:00
Speaker 2
Yes. miscellaneous noises miscellaneous noises miscellaneous noises miscellaneous noises see. miscellaneous noises Okay. the gray one went from white to red now. I don't know maybe because we did that or not, but I don't know. It's solid red now. weak stream. Okay. Now the other one's solid blue over there. the white one is blinking blue. Still. weak stream. weak stream Number. Okay. weak stream
18:00
Speaker 1
you're agent so online using that network so just try to open any let's go i think that baby you're online okay all right now what we're going to do next is we'll push that my computer network down so um on the admin bar you ready okay the admin bar time yes okay yes that's okay because it's trying to add the other node the second node my router my router dot my router how about on the other node the gray one but that turns um yes uh huh that's okay.
19:00
Speaker 2
Okay. The apparent node is blinking white for some reason. I don't know. Okay. Okay. Okay. The second node turned white and is blinking white as well. That one's solid red. You know I have a fourth one. You know I have a fourth one, too. That's not even on. I'm sorry. I'm sorry to mess up your night. I'm really sorry.
19:00
Speaker 1
It's okay. Sir, with the location of your child node, which one is on the near-es to the parent node? Is it the gray one or the white one? No, no, no. I mean if in any case we need to relocate the node, sir, which one is the near-es to the parent node [silence]
20:00
Speaker 2
Here,
20:00
Speaker 1
Oh, ok, mhm. Thank you, thank you for coming in. We look smart. Ok. So the email for, yeah, ok. Is it blinking? Is it still blinking? [silence]
21:00
Speaker 2
the one that's blinking white, like the parent node, that one's probably about 50 ft away. And um right there by the TV, the main TV. And uh, we got a Fire Cube there, and another Alexa device on the, on the other side the wall for in the kitchen. And, and then the gray one is in another building. Uh, that one gets, that's probably, that's probably there, but I have one in my room, which is probably about, I don't know, 40 ft away from the parent node here. And then the other one is in another building, but that's probably about 50 ft away. Uh, yes, there. No, the second one stopped blinking, solid light, but the parent node is blinking. Probably trying to talk to the third one. I don't think I'm [ silence ]
21:00
Speaker 1
how about the other one the gray one? once you changed the touch and pressure the other one the parent it's still blinking white how about the other one it's still solid red
22:00
Speaker 2
the second one solid white but parent node still blinking white that's red solid red it's not doing nothing [silence] no it stopped now it has stopped yeah solid red and the other the white the other number two is still solid white as well so maybe we need to reset Thank you. Yeah! Okay, let me go grab it.
22:00
Speaker 1
暂无内容
24:00
Speaker 2
Okay, I'm going to plug it in right now. Okay. Okay. Okay. It is um blue light lights up with a blue light. Okay. It's blinking blue now.
24:00
Speaker 1
Okay, so still blinking red or solid red, okay, while waiting for that. So, if I press and hold the reset button on that node, you see the red light flashing which means that for what one, so Kelly press and hold the reset button on that node.
26:00
Speaker 2
No, it's the fourth one is blinking blue, the third one is still solid red. Sure. Okay, 20 seconds. Okay, I just got to. [silence]
26:00
Speaker 1
Let's just wait. Yes. Turn it off here. Let's just wait sir for a minute, maybe it will reconnect. Let's just to turn off the gross the button. [silence]
27:00
Speaker 2
You have the 20 seconds and it's a solid blue. Okay. The, uh, okay. The other white one, uh, before that one turned white. So let's see if it goes to red again. But right now it's a solid white. Oh, it just went to red. It just blinking red. Hang on. It's just blinks red though. Go.
27:00
Speaker 1
It's still blinking red. okay uh okay sir, how about the other degree one? okay sir, let's do a reset on this port node sir, okay. I mean sir uh no, no, yes, no sir, not 5 times 5 seconds. It should be 20 seconds, press and hold the reset button for 20 seconds. on the fourth node. Uh, yes sir. press and hold it for 20 seconds. [silence]
28:00
Speaker 2
Yeah. Uh. the green one is blanking uh blue. okay okay try blank five times and five seconds that's right though. Oh, on which one? Oh, okay. I still see it blink red. You sure you want me to do it right now? Okay. All right. Okay.
28:00
Speaker 1
Turn on the motor first. Wait for the light to stay aligned before you plug in the... How about the other one? Uh-huh. Yes. Okay, let's just wait until it turns solid blue. On your Len X's page, sir what's on the screen right now? Can you click on, um... Um, is it grayed out or not grayed out? [silence]
29:00
Speaker 2
嗯 20秒 20秒哦有蓝灯轨 是纯蓝色 现在都是纯蓝色 嗯 [silence] 第三个现在也是纯蓝色 刚才重置的是蓝灯闪烁 [silence] 好吗 这就是 [silence] 我可以添加无线子节点 如果你想再做一次 [silence] 这不是很稳定
29:00
Speaker 1
Okay. Now wait until the other one turns blue. Okay. Is it solid now, or is it still blinking?
30:00
Speaker 2
I can still click on it again.
30:00
Speaker 1
Okay, can you click again on, okay, so click on add wireless child node. Then it will add one at a time, sir, okay. Okay. Okay. Okay. Okay. Yeah, it's trying to add. [silence]
31:00
Speaker 2
Okay, it's a solid blue. They're both solid blue. Okay. Okay. Okay. Okay. I'm gonna go let him outside, cause I'm pretty sure that's what he's bugging me for, to go let him outside. So, I'll be back in a couple of seconds. Okay. I see the uh the gray one I the gray one's got blinking. The white one didn't, so just an FYI. And the white, uh the the mother, the the main one, the router main router one, that one's blinking white. So, looks like it's trying to do the great one first. Okay. I'll be right back.
31:00
Speaker 1
Sure. Can we record now? Okay. So let's just wait and until the light turns solid white. And then... Well...
32:00
Speaker 2
OK the the gray one is blah blah it's blinking white and the white one and the white one is blinking white now too so they're both blinking white.
32:00
Speaker 1
Yes. Mmm. Mmm? Right now, you're near, um, uh-huh. Does this stay connected? Okay. Mm-hmm. Yes. You start, um, yes, make sure the parent node turns white, solid white after turning it on. So, observe it. Wait until like around five minutes and then, like, once it's white, wait for like, um, two to three minutes to make sure it's, um, um, that it's stabilized. And then after that, you need to, um, start to...
33:00
Speaker 2
So, let me ask you a question. sometimes with this T-mobile, the signal does the signal does get weak and I have to like restart that. And what I had been doing is I've been turning off all the nodes and then starting up the the T-mobile thing. And then I start the the mother the main node first and then I turn on the other nodes individually, right? So after the
33:00
Speaker 1
Turning on the the nearest node. Wait. Okay. The nearest node until it goes to the farthest node. So you have to wait, each node, to be re solid white, steady white, before you turn on the other node. Mm-hmm. Mm-hmm. Mm-hmm. Okay. Mm-hmm. Mm-hmm. It's still blinking. Mm-hmm. Okay. It's still um, yeah. [silence]
34:00
Speaker 2
okay kind of great well nine is solid white. The. The last ones, not solid white yet. Number four. Yeah, it's still blinking and uh, parent nodes, still blinking, so there's still communicating.
34:00
Speaker 1
Uh yes. Okay. Uh. OK. Silence So you may now relocate each node, sir. Again, you should like, um, relocate or turn off all the nodes except for the parent node, then, um, you have to transfer first the nearest node, wait until the light turns solid white until you go to the farthest node, okay? And then by tomorrow sir, again, by around 11:00, um, your time, I'll call you back to check, okay? Yes.
35:00
Speaker 2
Okay. everything's all as white. Okay. Okay. So my only question that I have for you right now is that um should I put them in the sequence how we brought them online? Like the parent node is number one, number two was first the white one and number three was the gray one and then number four is the would be the farthest one.
36:00
Speaker 1
Like where you mm-hmm yeah, yes, yeah, that's okay, sir. There's no problem. As long as they can communicate on that, it's okay. So you can have to use the same node on each location. Okay? And then again tomorrow I'll be going to do a follow-up to check on this, sir. And I'll be dialing the same number, right? Okay, okay. All right. Okay. So again tomorrow, sir, I'll call you back, talk to you tomorrow, okay? Okay. Oh, yeah, you can turn it off, sir. Yeah, turn it off. Aw at the same time. Just the child node, sir. Just leave the parent on. Okay. So you can you're welcome, sir. And talk to you tomorrow. All right, you too, sir. It's okay, it's no problem. I'm here to help. Okay, thank you, have a great day, or evening, goodbye.
37:00
Speaker 2
I'm sorry so late okay
38:00