V2 Rubric Detail — f2ecc6dc-6be1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 13:22
Duration
67m 15s
Contact
Llewellyn Derry
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.7/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership4.29/5
Escalation5.00/5
Customer Exp2.50/5
Overall79.7% (+25.7)

V2 Grader Summary

The agent conducted thorough troubleshooting that temporarily restored connectivity, but the recurrence of flashing red lights on node 8 indicates the issue was not fully resolved. The escalation to a senior technician was appropriate given the chronic nature of the problem and customer’s history. However, the agent made a technical inaccuracy regarding LED behavior and imposed high physical effort on the customer, preventing a full resolution rating.

V1 Case Analysis

Customer reported 8 Velop child nodes flashing red; parent node solid white. Agent instructed power cycle of modem and parent, then sequential reconnection of child nodes. Some nodes returned to solid white, but instability observed (node 8 flashed red again). Callback scheduled for further monitoring. No model number collected; no case created.

Troubleshooting Steps
  • Unplugged all child nodes
  • Power cycled modem and parent node
  • Reconnected child nodes sequentially
  • Verified internet connectivity via wired connection to modem
Key Observations
  • Agent followed KB-aligned steps for Velop node recovery (power cycle, sequential reconnection).
  • No verification of parent node WAN/internet status before child-node troubleshooting.
  • Agent did not confirm firmware version or check for known issues with specific Velop models.
  • Callback scheduled without clear resolution confirmation or self-help guidance.
  • No case documentation or model number collection despite repeated issues.
Positive Highlights
  • Technical steps aligned with KB guidance for Velop node recovery (power cycle, sequential reconnection).
  • Verified internet connectivity directly at modem, per KB best practices [KB: universal_isp_modem_diagnostics.md].
  • Maintained polite tone despite customer frustration.
Agent Errors / Gaps
  • Did not collect product model number, which is critical for Velop troubleshooting [KB: velop_child_node_setup.md, velop_wifi_connectivity.md].
  • Failed to verify parent node WAN/internet status before proceeding with child-node steps [KB: universal_isp_modem_diagnostics.md, velop_wifi_connectivity.md].
  • Did not confirm firmware version or check for known issues with Velop models [KB: universal_eol_firmware.md].
  • No case documentation or HappyFox ticket created despite clear need for escalation [KB: universal_escalation_guide.md].
  • Callback scheduled without providing self-help resources or clear next steps [KB: universal_support_contacts.md].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
While nodes briefly turned white, node 8 flashed red again, indicating instability; issue is not fully resolved as chronic disconnections persist.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through modem speed test, power cycling modem/parent/child nodes, and verified cable — all logical, KB-aligned steps.
R3 Met Correct resolution path conf 90%
Agent performed full troubleshooting first, then escalated to senior tech for repeat issue — correct path per escalation triggers and repeat-contact policy.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (flashing red child nodes), confirmed parent status, isolated issue via modem test, and followed reboot sequence.
T2 Met Appropriate tools / resources used conf 90%
Used LED status and direct modem speed test as diagnostic tools; no remote tools needed or available for this hardware-level issue.
T3 Partially Met No misinformation conf 85%
Agent incorrectly stated parent node turned from flashing blue to solid red — red indicates error, not normal boot sequence; contradicts KB LED guide.
Communication
C1 Partially Met Clear & professional language conf 85%
Frequent long silences, unclear phrasing (e.g., 'turn the camera off to boot'), and disorganized transitions reduce call control.
C2 Met Confirmed understanding conf 80%
Used simple language, repeated instructions, and checked understanding — adapted well to customer’s frustration and physical effort.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by performing full troubleshooting, arranging callback, and committing to contact senior technician.
O2 Met Proactive follow-through conf 95%
Clearly stated senior tech will call back within the day and recorded customer’s email for coordination.
O3 Partially Met Closure confirmation conf 80%
Mentioned previous technician but did not reference prior case details or steps already taken, leading to redundant effort.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation decision was appropriate due to repeat contact, unresolved root cause, and customer’s request for deeper investigation.
E2 Met Escalation prep & handoff conf 95%
Confirmed ticket in escalation queue, promised callback within the day, and captured customer email for follow-up.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Repeated 'thank you' but did not explicitly acknowledge customer’s frustration over third outage or four-hour prior effort.
X2 Met Tone & rapport conf 90%
Maintained patience during long silences, used customer’s name, and paced instructions to match customer’s movement through house.
X3 Not Met Overall experience conf 90%
Required customer to manually unplug/replug 8 nodes and walk house repeatedly; could have suggested factory reset or remote diagnostics to reduce effort.
Call Transcript73 turns · 82 lines
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Hello. Can you hear me? Can you hear me? Sound like. You sound like you're in a tunnel, so that your voice is low. Okay.
04:00
Speaker 2
Um, hi, thank you for calling today. My name is Clark. How can I help you?Hello? Yes, I can hear you. Fine, can you hear me? Uh, fine, also. Uh, just give me a moment here, okay? . [silence] . Um, [silence]
04:00
Speaker 1
So much better, much better, much better. So this is the second or third time that this has happened when all of my links nodes went down in my network. I was just on the phone with you like less than a month ago, troubleshooting for about four hours, four or five hours on this and the same thing happened. And I want to know, find out why it is. This keep happening. I have nine nodes in my home, one parent and eight children. And the parent's working fine. It's up, the lights white and everything else, but all the child nodes are red. [silence]
05:00
Speaker 2
all right um how about this one um sir so much better all right thank you so much so um how can I help you
05:00
Speaker 1
Like I said this is the third time this has happened. Last time happened um about a month ago and I'd like to find out. I'd like to get them back online number one and number two to find out why is this chronically happening, who is there someone I need to talk to to troubleshoot why this this keep happening and phone number is 972-467-9-461. Okay.
06:00
Speaker 2
Uh, all right, sir, got it. Thank you so much for that. So, let me just pull up your records in our system, sir. So do you still remember, um, your ticket number, um, with us? Or can I have instead your phone number? [silence] All right, let me just pull up your records then. Just give me a moment. [silence] All right, sir. Got it. Um, so it
06:00
Speaker 1
Uh, the steady or flashing? Hold on. Let me see. Um, the first one is flashing. Yeah. Flashing. Let me go look at the other one in the kitchen. Well, hold on. I'm gonna walk the house. Uh, yeah. The second one is flashing red. Which one is down the stairs? Yeah, fourth one is flashing red. Eight. Eight.
07:00
Speaker 2
So right now, the child nodes are showing and flashing red. Is that, is that correct? Okay. Okay. It's flashing red. So two child nodes are flashing red. Is that correct? Okay. Okay. Um, how many child nodes, do you have like total, sir? Eight. And how many child nodes right now are flashing?
07:00
Speaker 1
Child knows that's correct, just the only one's right is the parents. Yes. [silence]
08:00
Speaker 2
Okay, so none of the child nodes are actually, um, show solid white, is that correct? Okay. Yeah. Okay. So the parent is solid white. All right. So, um, technically, sir, I'm not really sure what really is happening right now, why the child nodes are, um, disconnected to your network and, uh, they're all flashing red light. So, what we need to do is provide some, um, or do some troubleshooting in order for them to turn to solid white. But what I also need to do in this one is, um, I'll talk with the previous technician that assisted you. Yeah. Um, since he was, uh, the one who took over this one and guided you properly and understand your problem. Then we can negotiate and see what we can do, uh, on this network that you're currently, um, having.
08:00
Speaker 1
Yeah. Is, or you transforming to him now, or what, which, okay, I don't understand. What are you transforming two this? Central. Well, I wanna go in and troubleshoot and now to get these these on.
09:00
Speaker 2
have, okay. But this time, we will try to do some troubleshooting in order for us to make sure that the child nodes will turn to solid white instead of flashing red. Will that be okay? Okay. Yeah, um, as of the moment, the previous technician is not available. He will be available just give me a moment. Um, you're calling your time zone, or is is it Eastern? Central. So let me just take a look on this one. So, currently, right now, Yep, sure. We can uh do some troubleshooting and then um, I'll can discuss this one also, and then see what we can do
09:00
Speaker 1
And if you say turn on meaning just unplug him. Okay there are we trying to troubleshoot all of them one at a time.
10:00
Speaker 2
He where going to provide you like a call back just to further check and see what's really going on child on your network, okay?
10:00
Speaker 1
Hello okay yeah no you're back okay so just unplug them don't turn them off with the switch just unplug them from the actual uh node itself um I need to walk around the house to do that I'll have to keep doing this once a month or something. [silence]
11:00
Speaker 2
we're going to turn them on one at a time for us to perform like a sequence reboot. Can you hear me, fan? Okay. that ah yes, that's actually correct. All right, thank you.
11:00
Speaker 1
all the downstairs ones have been unplugged, let me go upstairs. No, no, I just do, just do the ones downstairs, I'm going to do the one upstairs.
12:00
Speaker 2
are okay so all HL nodes are plugged in or unplugged? Is that correct? Or not yet? Okay. Okay. All right
12:00
Speaker 1
Okay, all eight are unplugged. Can you hear me? Alright. Hold on. Hold on. Wait a minute, hold on a second. Hold on a second. Because I don't know,
14:00
Speaker 2
Thank you so much for that. Uh-huh. So let's just wait for about a minute and then after a minute, let's turn on the first child node close to the parish node. Okay. all right, thank you so much. all right, so for the switch we can now turn it on. Oh, yeah, sure.
14:00
Speaker 1
gig ethernet cable tied in and that was the problem and I bought a 1 gig that I did not put in so I might as for a parent note this for a parent notes No, no, no. I'm rewiring the parent node. [silence] Had to do the parent node, remember? [silence] No, the parent node is working, remember? [silence] I just said it. I'm changing the ethernet cord for the parent node, the cable, yeah. [silence]
15:00
Speaker 2
are we now turning on the first child nodes? okay.upe. Oh, right now, include, thing the parent is not working, I'm sorry. uh, the cable. okay.
16:00
Speaker 1
uh-uh, the mode, mode, one. Um. In a minute. Okay. All right, now I'm plugging the parent node. It's on solid blue now. What's uh, (sighs) [silence] parenting, blue now. [silence] No, parenting, parenting, parenting, parenting.
17:00
Speaker 2
Alright, sir. Yeah, sure. Alright, sir. Er is this the first file Nou that we are talking right now, that is for the Flashing Blue? Oh, the parent. Oh, okay. Since again, you what you mentioned earlier, you changed the Ethernet cable. Alright. So we'll just wait until it turned into Solid White, ma'am. Okay. Thank you.
18:00
Speaker 1
I [silence] went [silence] [sound of someone tapping on a solid object] [silence] and solid red now. Quick. I'm just going. [silence] Yeah, I'm just going to update [silence] Do you notice this is supposed to go from flashing blue to red? Is that the normal sequence?
19:00
Speaker 2
All right, let's just wait for that then, um probably it will turn to solid white eventually. Yes, that's actually correct.
19:00
Speaker 1
Yeah, still a little red. OK.
20:00
Speaker 2
All right. is it still solid red right now? okay. I'll just try to check it on our system I can just give me a moment. still showing offline.
20:00
Speaker 1
plug the modem and the unplug the modem and the parent, okay? All right, I'm plugging the modem. All right, I'm out plug and now Aaron is out plug, okay?
21:00
Speaker 2
not this one, sir. Can we also, uh, let's do like a full reboot instead, um, on the modem and including the parent. Can we unplug the parent, uh, can we unplug the modem and the parent right now? Yes. And the parent node. All right. Got it. Thank you so much. And then, uh, since the parent node and the modem is unplugged, we'll wait for about a minute. And then after a minute, sir, you need to plug in first, uh, the modem, and then we'll wait until it's fully booted up. Um, and once you see that the lights are stable, then you can Now I'm going to ask you to plug in the parent. Do I need to do it gradually or one at a time? I'm just going to ask you to do not to unplug it after about 30 seconds, then you can prolong it now and unplug it later. once the modem is fully booted up, then you can now turn on the parent node, okay? All right. Thank you so much. And by the way, sirred, I'm talking to misterleuillinder a, is that correct? All right.
21:00
Speaker 1
No, you didn't tell me. Let me go unplug that. All of those now plugged in. You know what the solid word on the model.
25:00
Speaker 2
Did we already turn on the modem, sir? Okay, can we turn on down, uh, yeah. Let's turn on now the modem. Okay, thank you so much for that. Okay. All right, so we'll just wait until all the modem is until let's turn on until the modem is fully booted up, okay?
25:00
Speaker 1
It's still booting. I'm watching the lights. Okay, it's still on. uh correct um plugging uh ah no, it is... okay, it is plugged down
27:00
Speaker 2
I'm sorry, sure. Wait is that uhhh okay got it. All right this is the modem, right? So, uhh let's turn on the parent notes.
27:00
Speaker 1
Yes. was flashing blue, not solid red. [silence] it just it just became solid red. [silence] yeah. It's a fi yeah it's CAT5ie. No it's a CAT8. it's on the bottom. [silence] yeah it's on the bottom when it says internet.
29:00
Speaker 2
solid red okay let me just write a sec so these cables are is a new one right this cable is a new uh new one okay okay uh the older one what's that cable uh cat 5 it's a cat 8 okay um the modem sir how many ethernet ports it has uh two ethernet ports
29:00
Speaker 1
The cat 5v it should be compatible, compatible with the, with the uh, okay. Correct. It does have Wi-Fi on it, yes. That's what I'm using while the, my links is down. Let me turn on i have a computer, a, um, desktop computer that's hardwired ethernet to the modem. Let me go out and make sure I can get internet. Make sure I'm getting internet. Let's see. Speed test.
30:00
Speaker 2
Okay. Can we? Yeah, it's it. It's it. But right now solid red. Uh, these modem that you have right now, sure. It's from AT&T. Is that correct? Okay. Um, and then this is also uh providing you like a Wi-Fi connection.
30:00
Speaker 1
Yep speed test and now I just yeah I'm getting 900 plus. Correct. Correct. Correct. Yes, Ethernet to the modem, yes. So I go back now okay now it's selling white it's it's it's it's now I'd say like you and just turn yeah. The links is the links's parents who links's parent. Yes. Are you able to see it from during [silence]
31:00
Speaker 2
Okay. So, so, so, so you're getting Internet connection on that, that computer. Is it correct? And, and it's connected to the modem. Is that right? Okay. All right. Um, and it was working fine. Mm-hmm. Go ahead. It's solved white now. Uh, let me just try to check that one. The parent note is solid white. Okay. All right. Thank you so much for that. Um, can we turn on now the first child? Uh, let me double check that format. Sorry. [silence]
31:00
Speaker 1
Okay. Okay. I, uh, I got an iPad here.
32:00
Speaker 2
Okay? Just stay with me. um let me double check it. one moment please. All right. yeah it's now um working. it's now showing online. so uh just to make sure that the pair node connection is working fine sure can you try to check or connect your Linksys wi-fi and try to verify if it's working or not. [silence]
32:00
Speaker 1
Okay. I've got connection let me make sure we can can get out. Put the data on there. All right. Yeah, I can go to the Internet from my iPad on the on the link. All right, and the app would tell me to wait. Let me go into the app, too. The lens is set. shows nine nodes down. And the lens is set, hold on, spinning. Okay, now it shows the parent parent is it shows the parent up. Uh I'm gonna move it. Yeah, let me. The serial number. O269. How many you want me to turn on? just one? Just one? Okay.
33:00
Speaker 2
Okay. All right. Thank you so much for confirming that. Oh, perfect. Hmm. So it's online. Okay, perfect. So, um, right now, let's turn on first, uh, the first child note. And we'll wait until it's fully boot up and turn to solid white. Okay? Um, just one. Just one first. Uh-huh. So we're going to turn the camera off to boot
34:00
Speaker 1
Okay. Alright. Okay. Alright. The first one's first child node has been plugged in. Okay. All right. Yes. Nice.
35:00
Speaker 2
All right. So thank you so much, um, sure. Uh, for patiently waiting on the other line. All right. Okay, go as. Thank you so much for doing that. mm-hmm. Okay. Got it, sir. So I'll just wait for that. [silence] Got it? So I'll just wait for that. [silence] Got it? Sir, so I'll just wait for that [silence] Ready then.
41:00
Speaker 1
okay number three is right number four The fourth one has been played on.
44:00
Speaker 2
Okay. got it. Thank you. So, let's move on to- the fourth one. Okay that's right.
44:00
Speaker 1
[silence] Are you saying the other guy is going to call me back sometime or set up an appointment to talk to him? Because I just want... Is he like a... Is he like a senior, is he a senior technician or supervisor or something? Uh-huh. Okay, explain what's going on.
46:00
Speaker 2
for. [silence] All right, sir. Yeah, within today. Within today, sir. We're going to check you. Yep, within today. Um, [silence] [silence] I'm sorry, sir. Um, your ticket is already on the escalation department, so we are all senior technician, so including the previous technician that assisted you, so he will going to give you a call back. Yep, that's right.
46:00
Speaker 1
All right, friend. All right, all right. Okay. All right. Number four, is child number four's white. So let me, that's all the ones downstairs. So right now I'm going to, I'm going upstairs.
47:00
Speaker 2
And since, again, as what I mentioned, he was actually the one assisted you and fully understand your network, so I might be able to talk to him right now later. And tell him that your connection, especially the child nodes disconnected. And then for sure he will gonna give you like a callback since I will say that one to him. To further check and diagnose your network, okay? Aside from what we are doing right now. Okay, perfect. All right, sir, thank you so much.
47:00
Speaker 1
All right. Child number five has been plugged in. [silence] Okay, child number four just started flashing red. The last one the last one I just plugged in, which is downstairs. Yes, it's flashing blue right now. [silence] [silence]
48:00
Speaker 2
All right, sure. Got it. Mm-hmm. But right now, um, your, uh, your fifth child node is also plugged in? Is that correct? Okay.
49:00
Speaker 1
uh hold on the call it to check No smoke white again. Smoke white again. Yes. Excuse me. Child number five is white. I'm going to child number six. [silence]
50:00
Speaker 2
Is the fourth one still flashing red right now? Solid white again. Alright. Thank you so much. Alright. Thank you so much.
50:00
Speaker 1
Okay, Child number five, roll six, roll number six is now white. I'm checking the other children, make sure they're still white. Yup, Okay, I'm going to try number seven right now. [silence] Child number seven is plugged in. [silence] You still there? I'm just making sure you're still there. [silence] Yeah, I'm still here.
53:00
Speaker 2
Um, hello, sir. Um, hello, sir. I'm sorry. Okay. So we're now down on uh um waiting for the seventh node is that correct? OK. All right yep that's right.
55:00
Speaker 1
OK, 7 is is white. Go ahead and number eight. Got it. No it's white. I already played number eight. Yes, flash and bleed.
56:00
Speaker 2
on is the seventh child node still flashing? Okay. So we're down on the 8 child node. Is that correct? Okay.
58:00
Speaker 1
I going to do a speed test uh of furthest nodes you can see the temple throughput I'm getting. [silence]
60:00
Speaker 2
All right. Are we all good on the child node, sir. Brett? Yeah, sure.
62:00
Speaker 1
uh The eight child node started flashing red again, so I'm waiting for it to go back gray. Number eight, number eight, the eight child node started flashing red again. So I'm gonna give it a minute to see if it'll start going white.
63:00
Speaker 2
Which one, sir? That's right. I'm sorry. Okay.
63:00
Speaker 1
Okay. Go back to that show. I'm going to go back and I'm going back in to check on mobile number eight number
64:00
Speaker 2
I'm sorry, um, sir, will you? All right, yeah, sure.
64:00
Speaker 1
okay, node number eight is back online and i'm doing a speed test. yeah, I'm gonna do a speed test to see what's the of speed i'm getting.
65:00
Speaker 2
Do you have a solid way? Okay. All right. So for now, sir, let's--- Let's [inaudible] the--- Uh let's observe um the connection for the meantime and then as what I mentioned earlier, I'm gonna ping and uh and talk to the previous technician who um is the one more on um capable uh and fully understand um your issue since he was the one who assisted you first regarding on this one. And then once he will be available for sure he will go.
65:00
Speaker 1
I'm not sure what my can do that is right. and send me an email. Okay. Do you have-what email address do you have? Yeah, yeah, that's right. Yeah, that's right. Wine.
66:00
Speaker 2
[silence] [silence] I'm going to give you a call back within a day. Okay. All right. So thank you so much. Just just make sure your lines are open so that he can uh reach you out uh via phone call. All right. Yeah, I'll uh um mention that point also to him. Yep. That's right. Um it's actually Deladary@mac.com Okay. All right. So I'll take note of that information so that he will give you like an email first um and then uh so that you can arrange a call back time. Okay. All right. Thank you so much, Mr. Lind.
66:00
Speaker 1
All right. All right. Okay. All right. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. Goodbye. All right.
67:00
Speaker 2
So, um, just, just wait for the call back later today, all right? Thank you so much. Have a good one. Take care and goodbye.
67:00