V2 Rubric Detail — f7ef7350-6c18-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:56
Duration
23m 18s
Contact
Alen Laibson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall32.6% (+4.6)

V2 Grader Summary

The agent provided partially relevant troubleshooting steps (5-press, reboot) but failed to resolve the issue, used incorrect technical information (‘pink’ light, out-of-warranty policy), and did not leverage diagnostic tools. While some effort was made, the lack of systematic diagnosis and inaccurate guidance resulted in an unresolved case. Minor improvements in communication and ownership prevent the lowest scores, but core resolution and accuracy indicators remain unmet.

V1 Case Analysis

Customer unable to pair a Velop child node; node remained flashing red. Agent provided incorrect reset and pairing instructions, misidentified LED colors, and failed to resolve the issue. No valid next step provided.

Troubleshooting Steps
  • Instructed customer to hold reset button on child node until LED turned off
  • Directed 5-press reset on parent node to initiate pairing
  • Suggested rebooting main node and reconnecting modem/router
Key Observations
  • Agent incorrectly described LED behavior: claimed 'steady pink or red' as a valid state for pairing, but KB states solid blue/purple is required (velop_child_node_setup.md, led_intelligent_mesh_consumer.md)
  • Agent misapplied 5-press method: described it as a universal pairing trigger for 'all nearby linkages,' but it is a parent-initiated discovery mode only for nodes in setup state (velop_child_node_setup.md)
  • Agent failed to verify product model, serial number, or access method (http://192.168.1.1 or http://myrouter.local)
  • Agent incorrectly stated that out-of-warranty devices receive no technical support, which is false — self-help and paid support options exist (universal_eol_firmware.md)
  • Agent confused topology: referred to child nodes as 'extenders' and suggested unplugging modem to connect to 'this one instead,' indicating misunderstanding of mesh architecture
  • Agent did not confirm whether customer could access web UI or app, a critical access blocker
  • Call ended without confirming outcome or offering next steps, despite unresolved issue
Positive Highlights
  • Agent attempted to guide through reset and pairing process, showing intent to help
  • Agent recognized that multiple nodes were affected and tried to address system-wide state
Agent Errors / Gaps
  • Incorrect LED interpretation: 'steady pink or red' is not a valid pairing state — correct state is solid blue (Cognitive Mesh) or solid purple (Intelligent Mesh) (led_intelligent_mesh_consumer.md, velop_child_node_setup.md)
  • Wrong reset procedure: holding reset until LED turns off is factory reset, but agent did not instruct to wait for solid blue/purple afterward
  • Misinformation about warranty: stated 'technical support is not being supported anymore' for out-of-warranty devices — incorrect; paid support and self-help are available (universal_eol_firmware.md)
  • Incorrect 5-press explanation: claimed it allows 'all nearby linkages to be paired up' — inaccurate; it initiates parent discovery mode for nodes already in setup state
  • Topology confusion: referred to child nodes as 'extenders' and suggested incorrect modem/router reconnection
  • No verification of web UI access or credentials, a common blocker
  • Failed to offer KB article or escalation despite unresolved issue

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call with two child nodes still blinking red and no confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent instructed 5-press method and rebooting main node, which are relevant steps, but did not systematically verify symptoms or rule out causes.
R3 Not Met Correct resolution path conf 96%
Agent stated 'out of warranty only the technical support is not being supported anymore,' which contradicts the OOW best-effort standard requiring troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified flashing red lights as a symptom and attempted to resolve via pairing procedures, but did not ask diagnostic questions to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent never used or suggested checking the web UI (e.g., http://myrouter.local) or performing a modem test, which would have been appropriate tools.
T3 Not Met No misinformation conf 97%
Agent referred to 'steady pink' instead of solid purple (correct for Intelligent Mesh); also incorrectly claimed out-of-warranty devices receive no support.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control by giving instructions, but had long silences and unclear transitions (e.g., 'press release, press release quicker').
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding when customer repeated confusion about node colors and reset steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and attempted resolution, but shifted all action to customer without taking active troubleshooting steps.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested rebooting the main node and reconnecting the modem, but gave no clear timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained polite but never acknowledged customer frustration or repeated effort despite multiple failed attempts.
X2 Partially Met Tone & rapport conf 84%
Agent continued at a steady pace but did not adjust when customer expressed confusion about node status and reset sequence.
X3 Partially Met Overall experience conf 83%
Customer had to repeat resets and interpret ambiguous instructions, but agent did attempt to guide through a process.
Call Transcript30 turns · 37 lines
Speaker 1
Hi. I've just been working with one of the young ladies there and one of the young guys there. I go I don't know how young they are, but um we're we had a a problem with
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may 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.
00:00
Speaker 1
Is changing over the mesh that we have here. And so we have one parent, then we have the three children. Okay. Everything's been packed up in one place. So we've gone through everything and all of them have picked up the right color, except for the one of them is just still flashing and it's been going on for a while. So, what do we do to correct that? Keep holding the parent or the child? Okay. Let me try that if I may.
01:00
Speaker 2
you need to press in and hold the re-set button on that specific node, keep holding it until the light goes off on top.
01:00
Speaker 1
Uh, we've set right there, right? I can see it, but not as well as I could. Sorry. What did you say? Or sat and hold it? Okay. Well, now the other ones read. Okay, the light went off. Okay, is that one tracker? At first, it's reset. It came back up blue. Oh, they're all there. No.
02:00
Speaker 2
let go thank you and we'll just wait until it have a steady pink or red light
02:00
Speaker 1
This one's gonna go through some stuff here. We're on we're on we're still. It has not. Well, the one that was just still. Still on. Oh, five. Which one? The parent? So once it's turned purple, Once it's turned purple, hit the parent again and reset the parent.
03:00
Speaker 2
All right. Once it will turn to solid purple or pink, you can then go to the main one. Okay. For the one that is working fine, you can press the reset button five times in order for it to find this one that is not working. Yep, five times. Press it. Go. Press. Let. Go. Press. Let. Go. Not reset, but just the [silence] [silence] 5 breast reset which it will allow all nearby linkages to be paired up so all you need to do is to press press the go reset button five times within 5 seconds. [silence] if it's still flashing red okay
03:00
Speaker 1
One that was right next to it was blue, but now it's flashing red. You need to... Press it. Hold it again like you did the middle one? I'm waiting on... [silence] On the child? Okay. I'm gonna say this one more time. One of the ch- one of the children is flashing red. No. That's it. No. No, ma'am. Oh...
05:00
Speaker 2
Just press release, press release. quicker, press on the main node only. it should be done on the main node only. Uh-huh. and that's the one that you pressed and hold the reset button with earlier, right? and it's purple now or pink. Oh.
05:00
Speaker 1
to explain the one we just called about was was was flashing red and trying to reset. Right now we, you said to hold it, hold it and reset it, we reset it, it's now purple. But in the, in the process of that, the, another one of them has turned red. Should I press that reset button as well until it turns purple before I hit the parent five times? Say you wait for that then? We're gonna wait for this one to turn purple and then once that one turns purple, we're gonna reset that one. And then we're gonna wait again. Okay, it just turned blue. Yeah, but it didn't, it'll, it'll turn blue and then it'll go purple, it goes okay, purple and blue.
06:00
Speaker 2
Yes, so that it will connect at the same time.
06:00
Speaker 1
and then it should turn purple. what's
07:00
Speaker 2
bearing now. OK. [silence]
07:00
Speaker 1
Yes, very good, we'll stop the name. Okay two of the children are purple, the third is child blue. I'm going to hit the reset button five times slowly within five seconds. Yep. Okay, it's now Pink.
08:00
Speaker 2
. Five times on the main node, on the main node only. The child nodes are all blinking now. I mean except for Okay. it stays red still. I mean it stays purple. Both child nodes. Okay. Okay. The parent. Five times. The parent only. That's okay. You can still press the reset button on the parent node. It will not affect the one that is Still unpaired mode can operation operation.
08:00
Speaker 1
[silence] red [silence] are [silence] both blinking, red blue is not of the third child. now red. Yes, those two are of blinking redred.
13:00
Speaker 2
Okay. How was it? All the child nodes are trying to pair now. Okay. Pardon. So the child nodes that we reset a while ago is now blinking. Both are blinking red. Uh-huh. flashing or okay. [silence]
13:00
Speaker 1
Was it a... Oh, yeah, that's okay. Okay, now the reds are blinking. Weren't they red solid? No. Oh, okay. They're still blinking red. [silence]
14:00
Speaker 2
yy
14:00
Speaker 1
Is there a plan? Is there a part What? I like to have three of it. You don't remember what the problem was. Yeah. Yeah. Mammy there? Um, yeah, they're still blanking. I mean, how long could this take up to before you would reset them again and do this again? Or should you just let them go? [silence]
15:00
Speaker 2
It's still linking. Right now it doesn't mean that turning system is no longer good given that that out of warranty only the technical support is not being supported anymore. But the five Prairie that you did is the easiest way.
17:00
Speaker 1
[silence] They're right next to each other. [silence] Yeah, both of the two are blinking red. [silence] One of the ones that is blinking red had paired about 10 minutes ago and then it unpair itself and we had to do it again. So I'm not sure. [silence] Okay, so we should wait. I'm going to give this about another 10 minutes. And if it does, if it continues, go ahead.
18:00
Speaker 2
it should not go beyond 10 minutes actually three minutes only what's the right status so far is it all displaying good
18:00
Speaker 1
The parent is blue, one child is blue and two of the children are blinking red. I didn't show the Instagram. Listen... same... two blue... in children.
19:00
Speaker 2
What's the light status now? Okay, that only means the parent was unable to recognize fully those extenders. I've seen this issue before, and the solution is to reboot the main node. So I need you to switch it off, using all the switches underneath. Once done, I need you to unplug the modem from the. Connect it to this one instead. So, just turn off only the modem. [silence]
20:00
Speaker 1
Okay, so you want me to, where's your modem at? That one? Oh, I see it. Let's see. I don't think that that one is, That's that's that's a something else, right? Yeah. With the actual modem? I thought that was. No, this is your router. Where does this blue wire go to? Where is this going? This is coming going to the only blue thing going through here. One is in your computer. It has to be going together. And this. And that's just, I [silence] Yes, I'm not plugged in. In that case, it's not plugged in anything. It's not. Nope. Ma'am. He's saying, he's saying that he doesn't have this modem. Is this a modem slash router or is it on a router only? Hey, ma'am, all of them are blue. I think I'm good. Thank you, ma'am.
21:00
Speaker 2
Mm-hmm. How's it? It came along with three packs, or in some times, uh three packs max in a package. One will be always wired directly to the main source of internet. The rest will be as an extender only. So it's a router. Not a modem, but a router. Okay, yeah. That's all good then. It's already connected. You're welcome. You take care.
22:00
Speaker 1
Thank you. Thank you very much. Bye-bye. [silence]
23:00
Speaker 2
But but, you both are welcome.
23:00