V2 Rubric Detail — f05edbc8-6a4a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 12:49
Duration
10m 28s
Contact
Kathryn Dahlin
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133736
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.71/5
Overall57.8% (+31.8)

V2 Grader Summary

The agent followed a logical path and maintained control but provided technically incorrect reset instructions and failed to verify resolution. Empathy and communication adaptation were lacking, and key troubleshooting steps were skipped. Progress was made but the issue was not confirmed fixed, resulting in a partial resolution.

V1 Case Analysis

Velop node offline (flashing red/blue). Agent provided inaccurate guidance including non-existent LED states and incorrect reset timing. No resolution achieved.

Troubleshooting Steps
  • Moved node near parent and observed LED status
  • Performed hard reset (hold reset until solid blue)
  • Attempted 5-press pairing on parent node
Key Observations
  • Agent instructed customer to wait 160 minutes for LED change — contradicts KB guidance of seconds/minutes.
  • Agent referenced 'solid pink' LED — not a valid Velop state per KB.
  • Agent misnamed the 5-press method as 'Pipe press set up' — incorrect terminology that could confuse customer.
  • No verification of node re-association after 5-press method — KB requires confirmation of solid blue LED.
  • Model number was never confirmed or captured despite being relevant for Velop-specific troubleshooting.
Positive Highlights
  • Confirmed warranty status based on serial number provided by customer.
  • Asked customer to move node near parent to improve pairing chances — aligns with KB Step 6.
  • Attempted to use the 5-press method, which is valid for WHW/MX series Velop nodes without a Pair button.
Agent Errors / Gaps
  • Provided factually incorrect LED behavior: 'solid pink' is not a valid state on any Velop node.
  • Gave unrealistic wait time of '160 minutes' for LED transition — contradicts KB guidance.
  • Misnamed the 5-press pairing method as 'Pipe press set up' — incorrect terminology.
  • Failed to verify whether the node successfully re-joined the mesh after the 5-press procedure.
  • Did not confirm product model number, relying only on serial for warranty check.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends mid-troubleshooting during the 5-press instructions; no confirmation the node reconnected or the issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 96%
Agent initiated correct steps (reset, 5-press) but did not complete full troubleshooting per KB: skipped power cycling all nodes, did not verify internet connectivity or dashboard status after re-pairing.
R3 Met Correct resolution path conf 97%
Agent confirmed warranty status and selected the correct resolution path—reset and 5-press pairing—for a mesh node under warranty with intermittent connectivity.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (node going red/blue), asked about node count and LED behavior, and followed a logical diagnostic path toward re-pairing.
T2 Partially Met Appropriate tools / resources used conf 95%
Agent did not use the router dashboard to verify node status or internet connection, which is a key tool for confirming mesh health—relying solely on LED observation is incomplete.
T3 Not Met No misinformation conf 97%
Agent instructed to 'hold reset until solid blue'—this is incorrect; per KB, hold until LED flashes red and turns off. Releasing on solid blue may result in failed reset.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, guided the process step-by-step, and kept the interaction focused despite customer digressions.
C2 Partially Met Confirmed understanding conf 94%
Agent used repetitive scripted phrases ('thank you so much for that one, ma'am') without checking comprehension; customer showed confusion but agent did not adapt.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, did not transfer, and committed to resolving the node issue without deflection.
O2 Partially Met Proactive follow-through conf 93%
Agent gave next steps but did not specify what to do if 5-press fails, nor set a timeline for follow-up; left outcome ambiguous.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Issue was within L1 scope (node re-pairing); agent made appropriate decision not to escalate prematurely.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer’s frustration with recurring node failure or expressed empathy; interaction remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent used a rigid, repetitive tone despite customer’s confusion and interruptions; failed to adjust pace or confirm understanding.
X3 Partially Met Overall experience conf 94%
Agent required customer to spell name twice due to ASR issues, adding unnecessary effort; otherwise avoided repetition of technical steps.
Call Transcript16 turns · 19 lines
Speaker 1
Oh, yes. One of the nodes on my router system is not working. Um, I don't want to power down the whole system, however, because I have some management tasks that have to be done relatively quickly.
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 dot linksys.com. Please have your device serial number ready. For assistance, please press one now. For out of warranty products. Paid support may be available, depending on your issue. To hear more about your service options, please press two. Please have your devices 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. Hi, thank you for calling. Thanks, this is Josh. How may I assist you today?
00:00
Speaker 1
I don't know if it's in warranty or not. Yeah. It is. 43. K 101. I'm sorry. Am I Nep 27 B-33403. Yes. [silence] Catherine Dowland. Yeah, hang on one second. I'm trying to make sure that something I gave you as an A. is not actually a B. You know what? I think it is. I think it's four three K. one one zero M. two seven B. three. three 343. Okay. I'm sorry, what did you ask me now? Catherine Dowland. K-A-T-H-R-Y-N. and then Dowland is D-A-L-I-N. K-N-D-A-L-I-N.
01:00
Speaker 2
First and last name please. I'm sorry, can you spell out your first and last name, ma'am. No worries. All right. Thank you so much for that. information, ma'am. No worries. May I have your first and last name? And, sorry, can you spell out your first and last name? Uh-huh. Thank you so much for that one, ma'am. And what about your email address?
02:00
Speaker 1
Well, I've noticed it's it goes off every once in a while, like it goes from the blue to red. I've noticed that. And then last night, we were trying to fix it, and um, we re we reset the other two, but this one would not ever go into the
03:00
Speaker 2
All right, and last thing, ma'am, who's your internet service provider? Is it Spectrum, ATN or Comcast? I'm sorry, ma'am. All right, so going back to the issue, ma'am, I'm here or checking here and sorry upon checking here on our end, we're sure that this node is still under warranty, so don't worry, I'm gonna assist you on how to properly reconnect it to the network. Okay. So, by the way, ma'am, how many links does node do you have? [silence] Three. And what's the light behavior on this offline node? [silence]
03:00
Speaker 1
Configure mode to get it to reset. So I'll plug it in where it's close to the main one.
04:00
Speaker 2
mhmm. I see so for now may, may kindly move that node next to the parent node and then we will observe its light for 160 minutes. That's correct Ma'am.
04:00
Speaker 1
It's flashing blue.
05:00
Speaker 2
Thank you so much for that one, ma'am. And what's the light behavior on that node right now? Flashing beeps. All right, that means that the node is still booting up. So we will observe it again for one to 2 minutes. Thank you. [silence]
05:00
Speaker 1
Okay. Just go away again. Still in the world. Now it's staying blue. And now, just with the rest. Okay. [silence]
06:00
Speaker 2
[silence] Still flashing, still flashing blue ma'am. Solid blue, correct? That's fine ma'am. So let's let's reset this child node and then reconnect it using the Pipe press set up method. So for a reset just press and hold the reset button and do not release it until you see the solid blue light.
06:00
Speaker 1
Okay. this is the time that I want. Yeah, explore again. Yeah that should.
07:00
Speaker 2
Okay. All right. So, once you see, the solid blue light, ma'am. That's the time that you release the reset button, okay? Uh, once you see that solid blue light, that’s the time you release the reset button. uh-thank you so much for that one. All right. So, for now, ma'am. We will just wait for its light to turn to solid pink or purple-for that indicates that it is already on setup mode. So while waiting for the light on this node meant to turn to solid pink or purple, just to confirm the light on the parent or main node is still showing solid blue, correct? All right. Thank you so much for confirming, ma'am.
07:00
Speaker 1
[silence] Okay, just metal tell turns off
09:00
Speaker 2
Hello, ma'am. What's the light behavior on the child node right now? Solid purple, ma'am. Uh it's great to know that means that the node is now on setup mode. So we are going to reconnect this child node using the five press method. So on the main or parent node kindly press the reset button five times within five seconds. it's like press release press release press release five times
09:00