V2 Rubric Detail — f3c6d49c-759d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 22:41
Duration
8m 42s
Contact
Petra Lopez
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135567
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall53.9% (-20.1)

V2 Grader Summary

The agent correctly identified the device as out‑of‑warranty and provided technically accurate reset/pairing guidance via email, but failed to perform any best-effort troubleshooting during the call, violating the OOW standard. No meaningful diagnostic steps were taken, and the customer's issue remained unresolved despite accurate information and clear next steps.

V1 Case Analysis

Customer reported solid red child node on WHW03V2 Velop mesh. Agent confirmed out-of-warranty status, provided correct factory-reset and re-pairing instructions, and sent email with video tutorial for self-help. Issue likely resolved but not verified during call.

Troubleshooting Steps
  • Verified LED status of main and child nodes
  • Confirmed out-of-warranty status
  • Advised factory reset of the child node via long press of the reset button (correct per KB)
  • Explained need to re-pair the node to the parent after reset (correct per KB)
Key Observations
  • Agent correctly collected model, serial number, and customer name.
  • Provided accurate reset and pairing instructions per KB (universal_factory_reset.md and universal_mesh_node_management.md).
  • Offered a clear self-help path (email with video tutorial) for an out-of-warranty case, enhancing customer success likelihood.
  • Minor confusion over LED color terminology ('green' vs 'solid blue') caused brief repetition, but did not affect technical accuracy.
  • Agent offered paid support despite also offering free email instructions, which may have created mixed messaging but did not harm the self-help path.
Positive Highlights
  • Collected essential device information early in the call.
  • Provided technically accurate guidance for factory resetting and re-pairing a Velop child node, fully aligned with KB.
  • Offered a video tutorial to enhance self-help success, demonstrating strong operational support for out-of-warranty customers.
  • Maintained professional communication throughout, despite minor LED terminology confusion.
Agent Errors / Gaps
  • Incorrectly described the main node LED as 'green' — WHW03V2 nodes should show solid blue when online (per velop_wifi_connectivity.md). This minor terminology error could confuse customers about expected LED states.
  • Did not verify the customer's email address before ending the call, though the email was provided clearly.
  • Did not confirm whether the reset/re-pair steps resolved the issue before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered email instructions but did not resolve the node connectivity issue during the call; no confirmation of resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked only minimal questions (node color, reset button) and did not perform systematic troubleshooting steps; skipped checking modem connection, WAN cable, or ISP status.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified OOW status and offered paid support or email instructions, but failed to attempt any best-effort troubleshooting despite rubric requiring it for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic sequence followed; agent failed to verify parent node internet status or modem connectivity as required by velop_wifi_connectivity.md Step 2, assuming the issue was purely child node pairing.
T2 Not Met Appropriate tools / resources used conf 92%
Agent did not use any tools (e.g., remote access, web UI check, modem test) that would have been appropriate for diagnosing a mesh node issue.
T3 Met No misinformation conf 97%
Instructions to factory reset the child node and re-pair are technically accurate per universal_factory_reset.md and universal_mesh_node_management.md.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent kept the conversation moving and provided options, but there were moments of confusion and unclear transitions, such as awkward pauses and unclear phrasing like 'need to reconnect check'.
C2 Met Confirmed understanding conf 91%
Agent used simple, non‑technical language and confirmed the email address, matching the customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on sending instructions.
O2 Met Proactive follow-through conf 94%
Agent clearly stated next step (email with instructions) and timeline (1–2 minutes after call), which is specific and realistic.
O3 Met Closure confirmation conf 96%
Agent used model and serial number provided at start and did not re-ask for known information.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Agent made a reasonable decision not to escalate, as the issue was a standard node pairing problem resolvable via instructions.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted given the nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent did not explicitly acknowledge frustration, but remained polite and solution-focused; tone was procedural but not dismissive.
X2 Partially Met Tone & rapport conf 87%
Agent adapted pace slightly by confirming email, but did not adjust tone or engagement level in response to customer’s brief, disengaged responses.
X3 Met Overall experience conf 90%
Agent reduced customer effort by offering to email detailed instructions and video tutorial instead of requiring real-time execution.
Call Transcript12 turns · 13 lines
Speaker 1
uh no um it's been a while probably like a year ago
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. 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. Hello, thank you for calling links. My name is Mr. Bell. Is this your first time calling? And when was the last time you called links?
00:00
Speaker 1
Petra Lopez. P-E-T-R-A-Lopez. Two. It's 20J20M39A59706. I'm not sure. Oh, WHW03V2. next link
01:00
Speaker 2
All right, How can I help you with your linksys device since when? Two days, And what is the light color when you discovered you're not connected to your internet? Over linksys devices when you discovered, you don't have an internet connection. Okay, And what have you done so far? Yeah, can you please elaborate what you have done so far? You tried unplugging them, you tried restarting them and what are the others?
02:00
Speaker 1
i've uh turned them off and on and that's about it. yes. yes um so this is the one that's in in basically like my office, the one that's solid red. the other one is in um like inside my main home. um and I can go check that for you. oh, no, sorry. let me see.
03:00
Speaker 2
Okay. All right, so you tried to unplug and plug in back and you tried to switch them on and off, correct? [silence] So, um currently the main one that's connected to your internet provider, um is still solid red. Is this? Yes. Uh is this the main node that you connect directly to next link wired?
03:00
Speaker 1
Okay, so the main note is the color is green. Yes. Sorry.
06:00
Speaker 2
Okay, your main node is green. That means that your link sys is still working. And the problem is the extended node. The extended node is the one that you relocate to other location. I've noticed it was solid red. Did you press the reset button for a long time? Okay. If you've pressed the reset button for a long time, you have factory reset the child node or the extended node, which means you have to reconnect it again to the main node. May I know if how long have you been using this link like that.
06:00
Speaker 1
Three years. Okay. Okay. Uh, can you just do the email, please? Okay. Okay.
07:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Because it is already out of warranty, so for out of warranty devices, we no longer provide any free technical support. So here's how I can help. You have the options to proceed with paid service if you'd like to be walk over on the phone. But that's $15 as one-timer and is not refundable. Second, I can send you instructions to your email address for free, how to reconnect your child note to the main node. So, which one would work for you? Okay. All right. I'll provide you some instructions how you can connect this back to the main node. Uh, since it's now ready to pair status. Um, if you press and hold the reset button for a long time, the node will go back to its factory settings. So it means you have to install it again. Or for a child node, you need to reconnect the child note to the main node. If you press and hold the reset button for a long time, the node will go back to its factory settings.
07:00
Speaker 1
okay yeah okay go ahead it's gonna be petrolopez 683 at gmail.com okay Uh, no ma'am, that should be it. Thank you.
08:00
Speaker 2
need to reconnect check. All right, so I'll provide also a video tutorial for you to help. Okay. Um, can you please verify the email? All right. So, I'll give the email created first. Just wait for one or two minutes after the call and check your Gmail. All right. Okay. Is there any questions? All right. Thank you so much for your time. All right, have a great one. Bye-bye. You're welcome. Bye-bye.
08:00