V2 Rubric Detail — f1524a50-68ca-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:00
Duration
51m 11s
Contact
Kenneth Waldrop
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133408
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child nodes are disconnected_MX2000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.8% (+12.8)

V2 Grader Summary

The agent achieved a successful resolution by restoring connectivity to all nodes, fulfilling R1. While technical accuracy and communication had flaws—such as incorrect LED interpretation and suboptimal web UI guidance—the troubleshooting path was ultimately effective. The agent properly handled the out-of-warranty context, maintained ownership, and provided actionable steps, warranting mostly Partially Met to Met ratings across indicators.

V1 Case Analysis

Out-of-warranty MX2000/WHW03 Velop mesh nodes showing solid purple LEDs. Paid support performed 5-press reset, node repositioning, and web UI add-node steps. Connectivity restored after multiple attempts.

Troubleshooting Steps
  • Collected serial number and model information; confirmed out-of-warranty status.
  • Performed 5-press reset on parent node and instructed node repositioning.
  • Guided customer through router web UI (192.168.1.1) to add wireless child nodes.
Key Observations
  • Agent incorrectly identified solid blue LEDs as 'green' multiple times, contradicting KB documentation (led_intelligent_mesh_consumer.md).
  • Call suffered from long silences, poor pacing, and inconsistent instructions (e.g., 2–3 ft vs. 10 ft node placement).
  • Agent failed to verify router admin password access before directing customer to web UI, causing confusion with recovery key requests.
  • Despite technical missteps, the customer confirmed successful resolution with all nodes online and internet access restored.
Positive Highlights
  • Clearly set warranty expectations and offered appropriate paid-support option for out-of-warranty device.
  • Collected necessary device identifiers (model, serial) before troubleshooting.
  • Successfully guided customer to functional resolution, restoring mesh connectivity despite technical missteps.
Agent Errors / Gaps
  • Incorrect LED interpretation: repeatedly called solid blue 'green,' directly contradicting KB which states solid blue = online.
  • Did not verify router admin password before directing customer to web UI, leading to confusion when recovery key was requested.
  • Poor call control: excessive silences, repeated clarification requests, and lack of concise step-by-step summary.
  • Inconsistent instructions on node placement distance (2–3 ft vs. 10 ft).
  • Failed to summarize outcome before ending call, leaving resolution confirmation fragmented.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'I'm online upstairs where before I wasn't. So it seems to be working.'
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided through placement, 5-press, and web UI steps, but troubleshooting was disorganized and included incorrect LED interpretations.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status and offered paid support with clear expectations, then performed best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified purple lights and model mismatch but did not verify internet at the modem or check for firmware issues as root causes.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used the web UI (192.168.1.1) appropriately, but did not leverage logs, remote tools, or confirm WAN status despite instability.
T3 Partially Met No misinformation conf 85%
Agent incorrectly stated parent node should be green (should be blue), and misinterpreted solid purple on child nodes as normal (should be reset first); however, pairing steps were ultimately valid for WHW03/MX2000.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call control but had long silences, repeated requests, and unclear transitions (e.g., sudden shift to web UI without confirmation).
C2 Partially Met Confirmed understanding conf 70%
Agent used terms like 'CA router setup' without explanation and gave vague instructions; did not consistently confirm understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case, stayed on the line throughout, and did not transfer the customer.
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps: place nodes within 2–3 feet, perform 5-press on parent, wait for solid blue, and verify in device list.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted due to successful resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent did not explicitly acknowledge frustration, but remained patient and continued troubleshooting after payment, showing implicit empathy.
X2 Partially Met Tone & rapport conf 70%
Agent adapted by repeating instructions and allowing customer time, though tone remained procedural and not fully responsive to emotional cues.
X3 Partially Met Overall experience conf 75%
Customer repeated serial numbers and retraced web steps multiple times, but agent eventually guided to resolution without unnecessary holds or transfers.
Call Transcript71 turns · 82 lines
Speaker 1
Hello. Um, my Lexus Sist on um, some of the towers seem to be down. Probably out of warranty. And net. Yeah. Maybe can help a brother. [silence] Hello? [silence]
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.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be purchased. Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you for today? Go ahead, sir. Oh, [silence]
00:00
Speaker 1
All right, I didn't hear that, sorry. What's ap? OK, um, it seems like one is working and two are not. All right, the main main system is is solid green. OK, and then I have three more. One is like four. Yeah! Four nodes including the mother node. Yeah. Then one is lavender or purple. One is a very faint blue.
01:00
Speaker 2
So, your child nodes, some of your child worker nodes are disconnected to the network, is that correct?
01:00
Speaker 1
I'm still here hello alright like i said the one is is lavender purple the other one is a very faint blue that you can even you can hardly see it's on unless you get really close to it but but it's solid blue and let me get the one that's farthest away upstairs let me see what color that bad boy is this one's red no no this one's like lavender lavender purple as well the the one farthest away [silence]
02:00
Speaker 2
Oh, okay. All right. I was, I was not able to hear you, uh, after you've mentioned that you have one, one node shows purple light. So two child nodes, sir. Uh, what are their light indicators showing? uh-huh [silence] So, so you only have two, two child nodes that have an issue, that shows purple light. Cause blue light
02:00
Speaker 1
I'm sorry can you the the the blue one I don't know there's two lavender two purples and one blue so I don't know what that means
03:00
Speaker 2
[silence]
03:00
Speaker 1
okay. Okay. Bear with me while I do this. All right? Or never mind. Serial number. All right. 50, D, 10M 25C 14138. Yeah, I'm going to take a picture and I'll blow it up, okay? Of course I am.
04:00
Speaker 2
mode waiting to be added to your network now may i know sir what's the serial number for one of the purple lights showing there for your notes all right go ahead uh can we start over again sir
04:00
Speaker 1
M 25C 1 4 138. I just noticed that not necessarily. MX 2000. I'll go and look to see what model numbers they are, OK? so that one's MX 2000. I'll go through the mother nodes, but I've had these in use for years, by the way.
05:00
Speaker 2
Thank you all right, let me try to take a look. Is your link list divided. Sir it has all the same model number. So they're not the same model numbers all of your nodes. Okay. uh-uh okay.
05:00
Speaker 1
The mother is ww 00003252, uh, uh. does that make sense? Okay. Yeah, the purple when I just said previously is is the one, the model number I just told you. That's purple. All right, let me check it out. Uh-huh. Let me check it out.
06:00
Speaker 2
Oh, yes, got it, sir. Now for your, your Talno Systems charges purple light, sir, do they have MX 2000 model number?
06:00
Speaker 1
Damn. Now, that's the that's the same model as the that's the mother log. Okay. I haven't I haven't I haven't checked the one upstairs yet.
07:00
Speaker 2
okay so um you have two WHW03 and two MX 2000, correct sir? those are purple lights, the 2000?
07:00
Speaker 1
Yeah, want me to do that? Just to make sure. Okay, yes, on my way. This one's an MX 2000 upstairs. So, I have two MX 2000s and two other, yeah. Xfinity, is that Comcast? Yes. Uh. I might have called previously. E even though I called LinkSys, I talked to
08:00
Speaker 2
Yes, Sir, can you try to do that, please? Thank you. [silence]
08:00
Speaker 1
like a company called Wind Jammer. Okay, well maybe it was a wrong company. Maybe it was sort of like they got me. Mmm. I, I don't know. This was a while back. I had issues. I dialed a number. I thought it was Linksys and they kind of uh worked me through some stuff. But, but you go ahead. I'm good. Kenneth Waldrop. W-A-L-D-R-O-P. Dropper2001, at Yahoo.com.
09:00
Speaker 2
[silence] can you spell your last name for me please? [silence] got it. How about email address? [silence] got it. Okay. Let me create a record first in the system. Let me just finish it here. [silence] got it. Okay. Um I was able to create a record for you in the system, sir. I know you've mentioned it already. However, based on your record here, the warranty of your product has already been expired and just to set proper expectation that for out of warranty devices, we no longer provide free technical assistance. But if by chance you still wanted to ask assistance from us, we can still provide you one time phone support, lasting for [REDACTED_PAYMENT_DIGITS] minutes, but there would be a fee for that and that's $[REDACTED_PAYMENT_DIGITS] If you don't want to pay $[REDACTED_PAYMENT_DIGITS], sir, it's okay. We can still provide you with a free option. So for free, I can only send you a an email on how you can add back your two child nodes that shows purple light, so you can use them. Now, that's for free through email, but which one do you prefer? Oh, okay. All right. Now, sir, before we proceed and extract uh payment, okay? Just would like to set proper expectation. If by chance you wanted to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting, uh just setting proper expectation that we cannot guarantee you that your whole system will be added back to the network, okay? So, if we cannot if we cannot add your two child nodes to your uh
10:00
Speaker 1
Yes. All right. I'm on my way up to get my wallet. [silence]
12:00
Speaker 2
an account network ready. Again, we cannot provide you refund or replacement for that payment that you have paid. Is that OK with you? OK. All right. Mama. Just put off my tools for the payment. All right. So sir, since you're going to proceed with a paid support, I will be asking some card information. So in the card that we are going to use, may I know what's the first name and last name?
12:00
Speaker 1
So, my name is Kenneth Waldrop. As you know. Yes. Okay. It's 5474-6487, 22561. 1027. 326. [silence]
13:00
Speaker 2
A world sub customer is this Waldrop correct all right how if the card number about expiration security code let me just copy your email address so you'll have a copy of. The receipt of the transaction Bear with me. Huh?
13:00
Speaker 1
Okay, I'm fine. Either way. Okay. Did you say you want one or both of the purples near the parent load? Okay. All right. I'm working on it now. All right. [silence]
15:00
Speaker 2
Okay. Okay. I was able to send you a copy of the receipt, sir. Later on you can try to double-check that. Okay. For us to proceed with troubleshooting, sir. Can you try to get your two child nodes that shows purple light and then plug it near to the parent node at least two to three feet uh... both the... the purple, sir? So we can at them just one go. Thank you. [silence] Too simple.
15:00
Speaker 1
Okay. Can they be like 10 feet away or whatever? What helps you see the TV? I need uh to be able to plug these in. All this work? Two of them. That's what I'm talking. No. I'm dead. I got it.
17:00
Speaker 2
No, sir, there should be at least 2 to 3 feet from the parent node. Okay let's wait for at least two to three minutes sir. Let's wait for the device to turn solid purple before we continue. uh which router did you unplug sir is this a parent node oh an allerist okay It's okay. You can just [silence], I'm sorry. Uh, you-it's not turning on, your other router. Okay, so, let's give your router some time to reboot, so automatically, the parent- [pause], the the parent mode will really turn to... Wait for your parent to turn solid green or blue, [whispered]. Yes, sir. should be the original light or the green or the blue, how about you unplug first the parent nodes are you turn it off, yeah just turn it off yes correct all right can can we wait to [silence] I'm gonna go ahead
17:00
Speaker 1
Okay. Lisa? So we are online, so the router is stable now. Yeah, the router is up and running again. Hello? Yeah, Okay. Yeah, we have internet in our house now. Okay. What I did was I just unplugged it from the parent node and now I'm plugging it back into the parent node. Okay. Oh, All right, now the parent node is shining blue. Okay.
22:00
Speaker 2
for your router to be stable. So the lights are stable already. Okay. Can you try to turn on sir? the parent node? Okay. Give it some time. It's still rebooting.
22:00
Speaker 1
They're purple, solid purple. Yes, solid purple. Okay, I did do that.
23:00
Speaker 2
We'll, have Wat are, their ______ showing. So, Still the same. The parent mode stays solid blue. Okay. All right. So from the parent not it's here. Can you click The Reset button five times? One press per one second. Not too fast.
23:00
Speaker 1
Right now it's green. They're still purple. No, not blinking. It's solid purple. Yes. Now it's red by the way but go ahead yep okay okay [silence]
24:00
Speaker 2
Okay. Can you tell me if when you pressed the reset button, did the parent node change color light? Okay. How about the child nodes? sir. Did they change color? So not blinking at all. Is this your original setup sir? WHWTH. Zero. ZeroArt is the parent node. Just here's what I can take. Okay. For the parent node that you have. This is one of our oldest nodes. So, supposedly the the supposed to be, sir, the higher the specs of the device should be the parent node.
24:00
Speaker 1
Okay. What's the light data telling you? Just now it's blinking, it just blinked and it's green. But when you asked me, it was blinking, but now it's solid green. They're still purple. Yes. Okay, so my computer's on if that's...
25:00
Speaker 2
what do you have right now is the lower lower version so you have wd 03 and the M two thousand is a child node supposed to be parent node is the M two thousand but what's the light indicator showing for the parent node now mmhmm how about the child not they have a computer or a laptop you can use could we try to open your computer sir and let's add it using the web interface
25:00
Speaker 1
Connecting to the Internet. Oh yeah. By the way,, Ma. Oh yeah, they're still pretty. My bad. All right. I don't know what you're, what you mean. So what, what, now that my computer is on, what should I do? How would I know that? How would I know? I think I'm listening, listening. I think I'm connected to my router. [silence]
26:00
Speaker 2
Okay, first thing, sir, we're goinging to do is we are going to add your child node using the Linksys website, because the app is not anymore reliable, so you cannot add the child node using the Linksys app. Now, let me just confirm, is your computer connected to your Linksys Wi-Fi or to your Air router? You have a different Wi-Fi name for your router and for your node, sher. Can you try to go to your Your wheels, please. Wi-Fi settings and click the Wi-Fi name for your LinkSys, so that you'll be connected to that. [silence] Sir, when you're, with your other child nodes, did you place it like in the second floor or in the third floor somehow? [silence] Hmm. Okay. [silence] No. [silence] I was asking for your network topology. [silence] You placed your child nodes in the second floor.
26:00
Speaker 1
Two child modes are downstairs and one child mode is upstairs. OK. Wall Drop OH, one. Yes, wall drop. One, I'm connected to that. Yes. It is. OK. All right, hold on, hold on. All right, one, nine, two.
28:00
Speaker 2
hmm
28:00
Speaker 1
okay dot 1.1 okay it's already sort of already pre-done all right I'll go ahead and hit that okay I hit it all right okay it has it says IA it says uh what is my Yip help desk TP link it has all kinds of uh options when I do that um is that bad should I try again maybe maybe all right uh yes I will yes all right one nine okay
29:00
Speaker 2
168.1.1. Up. then can you tell me what do you see now on the page? When you, uh, did, when you try to do it again, sir?
29:00
Speaker 1
2.1 6. 8.1 for 1 got one in Okay I'm I'm better now I'm good I'm minutes exists [ sil ] Okay. uh... [sil] [sil] well it's it's saying my my stuff's not private it says lynx as. What am I getting a warning about does that does that normal [sil] just press yeah can't continue advanced. to hit advanced proceed proceed unsafe which is fine I don't care all right. [sil]
30:00
Speaker 2
Okay, did it ask you to login, because you need to login using a router password. What did it show? You need to yes, you need to bypass that once sir. You'll have an option there, like continue or advance. Okay Yes.
30:00
Speaker 1
Okay. Now it's asking for a recovery key. Is that normal? Okay. [silence]
31:00
Speaker 2
Okay, recovery keyber is indicated at the bottom of the parent node. Yes, because you're going to create a router password.
31:00
Speaker 1
All right. I'll put it in and I submit, it okay. Yes. It says, choose a password, a new and yeah. All right. [silence] All right.
32:00
Speaker 2
Okay. Now, are you logged in now? Okay. All right. Try to create a new router password, sir. Biffer router password, this is not the same with the Wi-Fi password, okay? They're different. This router password, the purpose for this is for you to log into the Linksys account.
32:00
Speaker 1
Okay, I've done it. Okay. I think so. It says smart Wi-Fi tools, device list, guest access. Yes. Okay. and user agreement, privacy statement, [silence] third-party license, is that it? [silence] Okay, yeah. [silence] I see those three [silence] Yeah. Yes. Uh, [silence] it's waiting, it's, it's coming up. Yes, so I'll not click it, yup. Yes. [silence] Okay, I did it. [silence] Internet settings, local network advanced administration, [silence]
33:00
Speaker 2
See? Okay. Do you see an option there, capital C A? Okay. Try to click that C A, sir. You're done? Okay. And then in the left corner, there will be options that you can see there. Try to click connectivity. Alright, do you have an option now? Do you see an option CA router setup, developer setup, or setup?
34:00
Speaker 1
All right. I'm looking for setup. Well, right now. Oh, I sure do. C.A. router setup. Sorry. Want me to hit that? Okay. All right. All right. It says, add wire child modes, add wireless child modes. Those are my two options. Even though I plug them in wireless, all right.
35:00
Speaker 2
setup, the word setup, develop router setup, beside administration. Okay, click that, sir. Yes, do, can you tell me what options do you see now in the page? Oh, okay. Can you try to click sir, add wireless, wireless child node? Yeah. Wireless, sir, meaning to say it does not have a wired connected to the parent node.
35:00
Speaker 1
All right. I clicked it, but I'm not sure. It turned not colored. You know? but anyway, I clicked it and I pressed Enter. Now I'm at, uh, smart Wi-Fi tools, network status, all that stuff. I did. I'll go back. Okay. Okay. Oh fuck me. I might have. All right. I'm all the way back at my, recovery key. I'm sorry. Uh, I'm all the way back to a page that says, uh, recovery key. Should I just hit submit again? I did.
36:00
Speaker 2
yeah it's okay I'm sorry you just click add wireless sound nodes correct Okay only that one no other what sir what did you click because you only need to click
36:00
Speaker 1
All right. Where should I go to log in? All right. I'm not. All right. Where should I go to log in? All right, I went back. Should I hit connectivity for router settings? To redo what I've been doing?
37:00
Speaker 2
[ silence ]
37:00
Speaker 1
All right. Uh, green and then flashing, I have a green and flashing red, but I think, missed, yeah. I might have accidentally hit a wrong button along the way. So it might be messing up and [ silence] They're blinking. Yeah. They're blinking red, the two child nodes. Then one just turned blue. One and now they're both blue.
38:00
Speaker 2
wait for them sir. [silence] wait for those device. [silence] Yeah, wait for those device to turn solid blue. [silence] give it at least...
38:00
Speaker 1
Alright, I'll just tell you since we're waiting, the mother node is now green, and the child nodes are now blue. We see happen for a few seconds. [silence]
39:00
Speaker 2
Maximum of five minutes. Okay, give it sometime. [silence]
39:00
Speaker 1
Yep. Everything still the same. Green and two blues. Is that okay? Is that good? Okay. All right. It says nodes are up to date.
40:00
Speaker 2
so both Okay two Blues for your child notes No, in the page there uh, yeah, it should it if it's blue light then that's good to go in the page What does it show there? Okay. Can you try to go to the dashboard sir and go to device list? Check if your child notes are showing there
40:00
Speaker 1
Okay. I don't see uh that option. Yeah. I I don't No, I don't see that. Basic internet settings, local network advanced details. Device list. Okay. I went back one. All right.
41:00
Speaker 2
Yes. All right. Can you tell me what is the device list? my issue is I'm not seeing it the device list. It's not on my options there. Top left corner. there it... I'm sorry. Try to go to the dashboard. Sir, there is options there, device list, guest access, parental controls. It's in the Linksys Smart Wi-Fi tool.
41:00
Speaker 1
yes, yes, five of them are online now. I would say so. uh, oh, uh, oh, uh, oh, uh, oh, uh. Okay, so, yes, I'll plug in one and wait for it to turn blue, is that correct, and then plug in the other one and wait for it to turn blue. Okay.
42:00
Speaker 2
Do you see there devices online? Okay, alright, meaning to say all of your notes are added now. You can now unplug each of your nodes, each of your nodes, sir, uh, turn them on one at a time. So, you turn on one and then wait for it to be stable'd blue before we proceed to the last child node or to the second node. Can we do that now to check? Yes, correct. Correct.
42:00
Speaker 1
Hello? Hello? Okay. Yeah, plum-the-dinner solid blue. Yeah, now it's now it's blinking, blue. All right. Farewell. [silence]
44:00
Speaker 2
Yes, sir. I'm still with you. Um, give it some time, sir. It will turn to red, and then becomes blue.
44:00
Speaker 1
Now it's blinking red. Just to let you know, what's going on.
45:00
Speaker 2
Okay. All right, then you can now proceed, sir to the last child node. [silence] Okay. All right. So,
47:00
Speaker 1
Oh no, now it, I'm sorry. It just went now. It went rad now it's blue again. I'm sorry. Okay. Well, I'm online upstairs where before I wasn't. So it seems to be working. just thank you very much. That's 15 bucks well spent. I appreciate it. Okay. Okay. Thank you very much. Thank you. Ah, bye. [silence] You can now release the line. Okay.
50:00