V2 Rubric Detail — f183540e-6f52-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:29
Duration
24m 39s
Contact
Dan Framsted
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall78.1% (+26.1)

V2 Grader Summary

The agent used the Linksys app effectively to re-pair the child node, which achieved solid white and connected one device, but full stability was not confirmed. Key technical guidance was mostly accurate, ownership was maintained, and next steps were clear, though the resolution remains incomplete due to lingering app and connectivity issues.

V1 Case Analysis

Customer reports child node offline despite solid blue LED. Guided through removal and re-add via app, wired backhaul setup, and device reconnection. Node briefly showed solid white but app still shows exclamation mark. Advised to monitor for 24–48 hours and retry device connections. No final confirmation of fix.

Troubleshooting Steps
  • Verified parent node online and child node LED state (solid blue).
  • Removed child node from network via app.
  • Re-added child node using app add-node wizard.
  • Instructed on wired backhaul procedure (connect Ethernet before power).
  • Advised to refresh app and monitor node for 24–48 hours.
  • Suggested forgetting and reconnecting nearby devices to encourage connection to child node.
Key Observations
  • Agent did not verify warranty status or request serial number, a critical protocol miss for product support.
  • Technical guidance on LED states, wired backhaul, and app-based node re-addition was accurate and aligned with velop_child_node_setup.md and velop_router_setup.md.
  • Communication was inefficient with long silences [07:00–08:00, 14:00], filler responses ('Okay' repeated), and poor call control, especially during customer's tangential remarks [09:00].
  • No confirmation that the child node remained online or that devices successfully connected to it; resolution was not validated.
  • Customer provided phone number [03:00], which was not captured in initial grade; corrected here.
Positive Highlights
  • Correctly identified parent router model (MBE 7000) and topology [03:00].
  • Accurately instructed on wired backhaul procedure: connect Ethernet before powering on the child node [11:00], per KB guidance.
  • Correctly guided customer through app-based removal and re-addition of the child node, aligning with velop_child_node_setup.md Method 3 and adjacent_device_setup_scenarios.md.
  • Properly explained LED states: solid blue = ready, solid white = online [11:00, 14:00], consistent with KB references.
  • Recommended refreshing the app to resolve delayed status updates [14:00], a valid troubleshooting step.
Agent Errors / Gaps
  • Failed to obtain or confirm device serial number, required for warranty and case documentation.
  • Did not verify warranty status or discuss support eligibility, a core protocol requirement.
  • Did not confirm final resolution — ended call without verifying that the child node stayed online or devices connected to it.
  • Inefficient communication with excessive filler ('Okay'), long silences, and poor handling of customer digressions.
  • Lacked empathy and clear recap; did not summarize next steps effectively.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The child node achieved solid white briefly and one device connected to it, but the app continued showing instability (red exclamation) and most devices remained on the parent. Issue not fully confirmed resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent used the app to remove the node, guided re-pairing, monitored LED states (solid blue, blinking white, solid white), advised wired backhaul best practice, and suggested post-move verification — all relevant, logical steps.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting for an in-warranty MBE7000, avoided dismissal, stayed on call, and offered follow-up — appropriate path for product and issue.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified offline child node with solid blue LED, confirmed proximity, used app to verify status, removed node, re-paired, and validated partial success — logical diagnostic flow with root cause (pairing/firmware sync) addressed.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the Linksys app — the primary tool for node management — to remove, detect, and monitor the child node, interpreting LED and app status accurately.
T3 Partially Met No misinformation conf 90%
Guidance on Ethernet-before-power and solid white = online was correct, but claiming '2.4GHz is the main Wi-Fi network' is inaccurate — both bands are primary; this could mislead customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but had long silences, unclear transitions (e.g., sudden shift to observation period), and failed to summarize progress or set expectations mid-call.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but missed multiple cues of customer confusion (e.g., app delays, device connectivity) and did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, referenced prior history, and committed to documentation and follow-up via case number.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps: observe 24–48 hours, forget/reconnect devices, keep node wired — with realistic timeline and ownership.
O3 Met Closure confirmation conf 95%
Agent pulled customer record, referenced prior call, and avoided re-asking known details (model, email), maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was within L1 scope (node pairing, app troubleshooting) — escalation not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation, thanked for patience, remained courteous despite customer digressions, and closed professionally.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a calm tone but did not adapt pacing or check engagement during silences or when customer expressed ongoing issues.
X3 Partially Met Overall experience conf 85%
Customer had to manually refresh app and repeat device checks; agent could have minimized effort by explaining app latency upfront or guiding more proactively.
Call Transcript42 turns · 45 lines
Speaker 1
Hi there, I have a Linksys uh Velop 7 mesh system and not sure why, but one of my nodes uh has been set up as a Translate So the same sound is coming out of this left speaker and the right one and it's kinda awkward. So what I'm going to do is remove it from the Velop. Transcription by CastingWords Transcription by CastingWords
00:00
Speaker 2
Welcome to Lynks' 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.not Lynks.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service, 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 available depending on the issue. Thank you for calling Lynks, this is L. How can I help?
00:00
Speaker 1
child node. It has a direct ethernet line plugged into it, it is no longer recognizing anything. I don't have any of my 40 devices in the house connected to it. something you might be able to help out with that. there was something. it used to work, but before, it would depend on who was around, but it could be anywhere between 5 and 10, and it would say. right now, because it hadn't been working plugged in upstairs, I brought it back downstairs to try to pair wirelessly. and now it shows that it's off. it won't even connect via Wi-Fi. blue, solid.
01:00
Speaker 2
right , but sorry, sir. How many devices are connected, sir, to that child node? Zero. Okay. But usually before, how many devices? Oh, okay. Okay. Okay. And then what's the color, LED, sir, of that node?
01:00
Speaker 1
That's right. One time, the last time I called, um, the person who tried to help me, um, actually set up my house networks to have three different bands for the Wi-Fi. So, there's 2.4 and the 5 networks as well. I don't know if that's helping or not helping either, but I think that's just what I remember from that last call. The parent node works fine. The problem is it's in farther parts of the house, it's not strong enough. And so, you know, that's part of the challenge of needing more connectivity.
02:00
Speaker 2
Solid blue okay. Go ahead. Right. Let me just try to pull up your record here, sir. This is not your first time calling links. Is right? No. Okay, I see. Okay, but so far sir, the parent node, how's the parent node so far? Okay. All right. So before we move forward here with your concern, I was able to pull up a record here based on the phone number. Can you confirm
02:00
Speaker 1
Oh, in addition, you can find me at Daniel Framstead and loan number is 510-290-4521. Email should be DPortalMy login on the account is under just making sure, melting my ass has a problem since my video was downstairs and it wasn't it was showing in the app that it was off one. I did a hold on.
03:00
Speaker 2
um different email here? Do you have a different email aside from the Yahoo? Okay, all right. So I'll just um, thank you so much on that one, sir. And you're using, sir, the MBE 7000, right? Okay. And did you reset, sir, the uh, did you reset the MBE 7000? We're working on with the child node, right?
03:00
Speaker 1
down the reset button underneath it and that still has not shown that has not appeared in the system yeah yes very close yes I click on it where it has that explanation to remove node from network okay [silence] right yes
04:00
Speaker 2
Okay. Okay. Okay. Where is the child node now, sir? Is it, did you bring it near with the parent node? Okay. Right. So, um, yeah, let's try this one, sir. Um, on the Linux app, you've mentioned that the node is showing offline. Do you have an option to remove that node? Okay. Yes. Let's remove the node from the network. And you only have two, sir, right? One parent node, one child node, just to make sure. Okay.
04:00
Speaker 1
other thing, I don't know that it matters, but when I'm in the app, the Wi-Fi that it has connected to or the name of the house, what it's considered, but it has my address, underscore, 2.4 at the top. I don't know if that's, it says internet online. I don't know if that's, you know, needed to be on saying it's 2.4 or if it matters because that's a custom field. I see different devices are connected to either the 5 GHz or the 2.4 GHz to the main router. When I'm looking at the devices themselves, I'm just mentioning it at the top since the title says that just in case it matters. [silence] Okay.
05:00
Speaker 2
Yeah, that's fine. It actually really doesn't matter, uh, because your 2.4 is the main wi-fi network for the uh Linksys router. So that is what usually the app will recognize. So that's actually fine.
05:00
Speaker 1
Okay. Yes. Yes. Yes. Okay. additional nodes it's already plugged in. Is that okay? Okay. And it says, the light will blink when starting up and then turn solid when it's ready. This one's already solid. So should I click that at the bottom where it says nobody?
06:00
Speaker 2
I'm sure, sure, sure. I should've been able to see and as long as your device is connected to 5gigahertz, (That's fine) all right, so, um, were you able to remove the child node? Alright, so let's go through the um the menu, there's a menu on the upper left-hand corner. (It's the three lines) and then go to setup a new product and then add new to your home network. Yeah, that's okay, sir. Click next on that page. Okay.
06:00
Speaker 1
Okay. it's looking and it will take up to a minute. [silence] That's right. I figured I might as well use it that way. So Okay, now it's blinking white. And now it says is your child node can take four to six minutes. [silence]
07:00
Speaker 2
Correct, Sir, yes, do that one. Do for this child node, sir, this is the child node that is connected, hardwired once you move it to its preferred location, right? Okay. [silence] Okay. [silence] And. [silence] Okay. [silence]
07:00
Speaker 1
Well, it's upstairs, and uh, another room or so over from where the parent is. So, I would guess at least 20 feet or so, maybe 25 feet. [silence] So I just thought it's similar to what you just said. [silence] They were trying to find the right distance, and I thought that it might be in a better location just via the Wi-Fi and closer [silence] to other devices. [silence]
08:00
Speaker 2
So that's good. At least the parent node is able to recognize now the child node. So we'll just give it some time, sir. So from where are you actually going to place it back, sir? How far? Do you have an estimated figure as to how far is that distance? Oh, okay. That's actually a good distance.
08:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, so like upstairs. With an Apple TV, and angry. Our bedrooms are up there. I figured, okay, maybe it'll be easier to connect throughout the mesh network when they're upstairs and they can ping over to the child node, but most of the time, the devices would not change from the main router. They would still show that they were connected to the main router, so, I was always thinking, um, so, I moved it to the same room. That's where the on-demand is. We go as a little farther from some of those devices, at least it could be hardwired, maybe that would help. So, uh-oh, more problems than I have. [stutter] And funny you know. I have a friend who's had the same...
09:00
Speaker 2
Uh-uh. Uh-uh. Uh-uh. Oh, okay. Uh-uh. Uh-uh.
09:00
Speaker 1
nice work for years now and he's he's really liked it um and when I went to buy this one a year or so ago the the six E wasn't really available at the time and so that's why I got the seven and I hope it would be a little bit better um okay now it's stopped and it says we did not find any nodes try again or troubleshoot [silence] and white at the top okay [silence] okay now it shows that I have two nodes and the second one that
10:00
Speaker 2
Okay. Usually, so that's a false positive prompt, and we're actually working on it. So we have we have already tried to report that one. But for the child node, do you have any solid white on the child node? Or is it still blinking white. Okay. Um you can click next on the page that you have, sir. Okay. Can you select, sir.
10:00
Speaker 1
It looks to be blue and it has. It looks to be blue and it has.
11:00
Speaker 2
Okay. Can you select the child node? And then can you let me know what's the firmware version? Okay, thank you so much, sir. And I think the child node now, sir, is online, right? Okay. So you can unplug the child node, and then it will show as offline again on the Linksys app because the child node is disconnected. But you can move it. You can unplug it, and then move it back to your preferred location. If if you're going to connect it wired, connect the ethernet first to the child node before you plug in or turn on the power. there. Then, let's see uh... if it goes online on that location. All right. Okay. You can take your time.[silence]
11:00
Speaker 1
I'm closing it in. It'll take a few minutes now. [silence] I'm looking in the app and the app shows the red exclamation point again. The light is now blinking blue slowly. I plugged in the ethernet first. it just turned solid white.
13:00
Speaker 2
And how's the light so far, sir? But the child notes that. Okay. Right. And then try to refresh the app. We can also wait up until five minutes on the app. [ silence ]
14:00
Speaker 1
What's the best way to refresh it? Go to devices and refresh it or close the app and reopen it? Okay. I see two nodes and I see the second node now again, as a child node. The explanation is now gone. Correct.
15:00
Speaker 2
since sometimes the app is actually delayed in terms of getting the information back with the child node. Uh no sir usually we yes usually close the app remove it on the running background and open it again. Okay so so we still have the exclamation point of the child node. Okay so let's give it some time sir. But so far the child node remains solid uh solid
15:00
Speaker 1
According to this. Let's say that we have like devices that are nearby. Assuming that this is now back and stable. You would assume that it would probably try to connect with that closer node, right?
16:00
Speaker 2
White. Okay. I'll set the timer on that one sir for at least three minutes. Let's make sure that that one is stable solid white. Usual sir they should connect to the child node now since that is the nearest node for the devices that are within the vicinity.
16:00
Speaker 1
I know the app says both nodes. Nope, that's not there. it's both. it's normal. I see, I see the devices and then I see the, uh, new nodes on the top. That's right. they have the Wi-Fi when we were downstairs pairing it, but now that I plugged it back in hard wire, it's the air. [Silence] He does.
17:00
Speaker 2
of the child node, but let's make sure first that on the app it's showing as online. Do you see any changes? Do we still have like the exclamation red mark? Okay. So you don't see signal transfer? Like like a Wi-Fi icon on that node, it's showing as like an arrow with three dots in the center? Is that what it's showing? Uh Okay, that's good. At least the child node server is able to recognize the wired connection. So, um, if this one is Wi-Fi, I'll just like to let you know if this one is Wi-Fi, it will show the signal strength.
17:00
Speaker 1
So I just refreshed the devices to see if anything had changed, you know, any of those devices were now picking up the child node and it still seems like everything is pointing to the router.
18:00
Speaker 2
And then that signal strength will determine if the child node is in good location. If the signal strength is below negative 69 dBm, so that means that the child node is getting an excellent signal. But if it's more than negative 70 dBm. Yeah, more than negative 70 dBm, so that will affect the signal in terms of distance and in the speed of the the child node. But for now, that actually doesn't matter, just like to give you a heads up, in case you decide to move this one and then set it as a wireless child node. But for now, as long as it prioritizes the wire, then that's good. So, so far for your devices or how's your device so far now? Okay.
18:00
Speaker 1
a primary
19:00
Speaker 2
Raymond J. Rooski, Jr.: Connected to the router. OK. Is there a way -- that you can try to -- Um -- For -- Um -- let's try to get at least one device and then turn off the Wi-Fi on that device that is near with the child node and then wait for maybe 10 to 15 seconds then get back in. Let's see if it will reconnect, try to of the, um, Child node. Raymond J. Rooski, Jr.: OK.
19:00
Speaker 1
Okay. One that I just plugged back in seems to be running. Getting refresh from the devices. And it does look like it's – I also picked one other device close by to do the same thing, just to see if that would – But yeah, everything's continuing to show router. Yeah, the device is connected and it has really poor strength, this location, this is probably the farthest away from our house that it could be. Be one or two of the same distance for these devices. Yeah, I just don't see anything that's connected to anything other than the router. But you know what? Now I have, now I have one thing that's updated to it. Yep, one thing. So I turned on the TV, I didn't, I hadn't turned it off or unplugged it or anything, but the TV that's on, now updated. That is one thing.
21:00
Speaker 2
Is it still showing sir as connected? Okay. Okay. let's try one more time sir since earlier you turned off Wi-Fi on that device. Do you have an option to connect to the child node? Okay. Okay.
22:00
Speaker 1
So I watched the final episode of the net Wi it was very good you you evacuated you paid an extra ten dollars per person that's not a It's not a It's not a I
23:00
Speaker 2
Okay, I see. Let's try to observe that one, sir, since we just newly connected the child node. So, if it's fine with you, let's try to observe it for 24 to 48 hours to fully propagate the signal within the child node and then track with the devices. So, um, one last thing, um, if there are devices near that are still connected to the router, uh, maybe you can try Sir to forget the network and then try to reconnect it back to the Wi-Fi. You can disconnect either to the 2.4 or 1.5 and then let's see if it will show up as connected to that child node. Okay. All right. So, um, yeah, I'll just yeah, I'll just put proper documentation in this one and then if you've observed, sir, and if it's still gonna be the same that everything's good.
23:00
Speaker 1
Okay. I appreciate your time. Thank you very much. Okay. Okay. Thank you. Take care. Have a nice day. Bye-bye. [silence]
24:00
Speaker 2
connector, the outer. Maybe if it's fine, maybe you can give us a call back, so we can continue the case, and then we'll check with other possible troubleshooting steps to we can do on this one for the MPE 7000. Okay. Thank you as well, sir, for your time and for your patience. So I'll send to you your case number via email, so you you can use that one in case you give us a call back, okay? All right. You you as well, sir. Have a nice day. Bye-bye.
24:00