V2 Rubric Detail — fecce5ba-7012-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 21:23
Duration
45m 49s
Contact
Nithish Tharakan
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
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 (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall37.6% (-10.4)

V2 Grader Summary

The agent applied several tools and maintained ownership but provided materially inaccurate technical guidance (e.g., LED color misidentification, wrong port usage) and failed to escalate despite clear hardware or configuration failure indicators. The issue remained unresolved, and no empathy or streamlined process was demonstrated, resulting in a poor customer experience.

V1 Case Analysis

Customer reported child node offline with solid pink light. Agent guided through wired backhaul setup and 5-press method. Node briefly came online but reverted to blinking red. No model/serial collected. Issue unresolved; advised callback if problem persists.

Troubleshooting Steps
  • Guided customer to add node via web interface
  • Performed sequential reboot of parent and child nodes
  • Reset child node to factory defaults
  • Used wired backhaul to connect child node
  • Applied 5-press method on parent node
  • Configured DHCP reservation for child node
Key Observations
  • Agent correctly identified solid pink as 'ready for setup' state per KB (velop_wifi_connectivity.md)
  • Used wired backhaul as valid workaround for wireless pairing failure
  • Applied 5-press method appropriately on parent node for escalation (universal_5press_models.md)
  • Failed to collect model number or serial number despite relevance to troubleshooting and warranty
  • Did not verify warranty status or support eligibility despite paid support mention ([00:00])
  • Child node showed blinking red (node cannot find parent) and parent showed solid red (WAN issue) — both require escalation per universal_escalation_guide.md
  • No full mesh rebuild attempted despite repeated pairing failures (universal_mesh_full_rebuild.md)
  • Firmware confirmed up to date, ruling out update-related issues
Positive Highlights
  • Correctly interpreted solid pink LED as 'ready for setup' ([02:00]) per velop_wifi_connectivity.md
  • Guided customer through sequential reboot correctly ([10:00])
  • Applied 5-press method appropriately on parent node for diagnostic escalation ([20:00]) per universal_5press_models.md
  • Suggested wired backhaul as a valid alternative setup method ([18:00])
  • Confirmed firmware was up to date ([24:00]), ruling out update-related issues
  • Maintained presence and responded to customer's repeated connectivity changes
  • Provided clear step-by-step instructions despite complexity
Agent Errors / Gaps
  • Did not collect product model or serial number ([01:00] - 'please have your device serial number ready' but never asked customer), which is critical for troubleshooting and warranty verification
  • Did not verify warranty status or support eligibility despite paid support mention, leaving customer unaware of potential coverage
  • Allowed troubleshooting to continue without confirming access to web interface early ([03:00] - customer struggled to log in), leading to inefficiency
  • Did not escalate despite child node showing blinking red (node cannot find parent) and parent showing solid red (WAN issue), both of which are escalation triggers per universal_escalation_guide.md
  • Did not perform full mesh rebuild despite repeated pairing failures, which is recommended in universal_mesh_full_rebuild.md for persistent connectivity issues
  • Did not diagnose solid red on parent node, which indicates a potential upstream or hardware issue requiring escalation
  • Ended call with vague callback suggestion without identifying root cause or offering concrete next steps

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Node repeatedly cycled through blinking red and solid blue; customer explicitly questioned stability and asked for ticket number, indicating unresolved issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted multiple steps (reboot, reset, 5-press, wired add, DHCP reservation), but troubleshooting lacked logical sequence and skipped key diagnostics like model/ISP verification.
R3 Partially Met Correct resolution path conf 80%
Agent continued troubleshooting without confirming warranty status or device eligibility, but did not dismiss customer — attempted best-effort path despite lack of resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED states and attempted to correlate with actions, but did not ask for model number, firmware version until late, or ISP type to determine root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used web interface, firmware check, DHCP reservation, and physical resets — appropriate tools for mesh node connectivity issue.
T3 Not Met No misinformation conf 95%
Agent incorrectly referred to 'solid pink' as ready state (correct is solid purple); instructed to plug into 'internet port' on child node (child nodes use LAN ports for wired backhaul).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had long silences, vague timing ('just give it a minute'), and no clear agenda or timeline.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'DHCP reservation' and 'connectivity' without confirming understanding; customer repeated confusion about interface navigation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed with the case throughout, performed hands-on troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 85%
Agent offered to email ticket number and said 'feel free to call back', but gave no specific timeline or proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Node showed repeated failure to stay online after reset and pairing attempts — a clear escalation trigger per KB (solid red, failed setup), yet no escalation offered.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed, so correct team, details, and customer communication about escalation were absent.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Customer expressed frustration about repeated node failure ('last time it became blue... after a day or so it went back'), but agent never acknowledged emotional state or effort.
X2 Not Met Tone & rapport conf 85%
Agent used a flat, procedural tone despite customer’s visible confusion and repeated status checks; failed to adapt pace or re-engage.
X3 Not Met Overall experience conf 90%
Customer had to repeat node status multiple times; agent did not consolidate steps or reduce redundant actions, increasing effort.
Call Transcript61 turns · 71 lines
Speaker 2
For in-warranty products, our support team is available to help with performance and hardware issues. Please select from the following options. 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 options, press two. To hear these options again, press three. press 8. please select from the following options. for in warranty products, our support team is available to help with performance and hardware issues. please have your device serial number ready. for assistance, press 1 now. for please have your devices serial number and contact information ready. if unavailable, kindly call back later. for out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling loopsies with Joy. How can I help you today? Hello? Mhm. How can I help you today, sir?
00:00
Speaker 1
More or less last week, one of my nodes was not connecting to the master, but she added it. But it went down again. I don't understand why it is going down like this. So it's still down. I tried to add that with the five push she used. The node is sitting next to my master one, right next. And it has a pink light, solid pink, but it is still not, it is offline showing up in the in the configuration. So how can I add it.
02:00
Speaker 2
Yeah, it was still still ready for setup, it's not yet added if it's still solid pink. [silence] um [silence]
02:00
Speaker 1
yeah I'm actually I was logging I'm logging on hold on yes this isn't a release okay what do you want me to click on on the on the on the web yes yes
03:00
Speaker 2
If IP rest method don't work if it will still disconnects try to add it using um web interface. Does you have like a computer with you that we can use? Okay, I see. The um just to verify sir this is Mr. Net Tish. I can't if I pronounced it correct. Okay. Um, on the you're on the dashboard, right? So kindly uh scroll down first at the very bottom of that page and can you see um and use your license agreement privacy statement those options at the very bottom kindly click CA. [ silence ]
03:00
Speaker 1
There is no how do I log back in hold on yeah it's asking me to log back Okay, click on C a. All right, I'm in connectivity. Okay Okay, add wireless child node
04:00
Speaker 2
okay. yes sir. okay then then it'll just bring you to the same page and then you go to connectivity and then see a router setup. add yes sir.
04:00
Speaker 1
Okay. No, it is still showing offline. That particular node. Oh, now it became red, blinking red. Okay.
05:00
Speaker 2
And then just hit apply, and then check if the child model responds. Okay, that's good. That means it's trying to connect. Let's just wait for it to turn solid blue.
05:00
Speaker 1
Oh it's still blinking red. What is that? Yeah, still flashing the breath. Right.
07:00
Speaker 2
um let's just give it another minute it's still flashing red okay let's just give it another minute
09:00
Speaker 1
Yes. Okay. So, um, just unplug it or I had to keep it unplugged for a few minutes. Okay.
10:00
Speaker 2
I'm still flashing red. Kindly I'll do a sequential reboot. So, um, turn off both the parent node and the child node. And then you turn on the parent node first. Wait for it to go solid blue, before you turn on the child mode. You unplug both of them and then after 10 seconds, you plug back in the main node first and wait for it to go online. [silence] Okay, let's just wait for it to boot up. [silence] Once the parent menu comes up, scroll down to maintenance, make sure that we're on repairs. [silence]
10:00
Speaker 1
okay ok this all is blue now master now so turning on the child now
12:00
Speaker 2
Node will turn solid blue then you can turn on the child node.
12:00
Speaker 1
Oh, the parent node went red dark, uh, the solid red now. Okay, it's blue, solid blue again. And the child node is blue blinking.
13:00
Speaker 2
Okay, just give it a minute, it will turn back to blue
13:00
Speaker 1
this is... it is red blinking now [silence] Yes. Okay. [silence] What is that? I'm sorry. [silence] Under the light turns off on the child note, right?
14:00
Speaker 2
Just in case this one will not work. Do you have like extra Ethernet cable? Okay. So we can also use that one later is the child node will still add. Still blinking red, okay? Kindly reset that one, the child node. Press and hold the reset button until the light will turn off, then release. Reset the child node back to default settings. So you press and hold the reset button until the light will turn off, then release. Yes sir. Yeah. On the child node only.
15:00
Speaker 1
Okay. Press the see reset button under the light goes on. Okay. Okay. It is it be that now it is became blue. Yeah. Oh, now the light is gone off. But the blue is coming back. I don't know why. Okay.
16:00
Speaker 2
[silence] Yes. [silence] Did you [silence] you let me set it? Yes. [silence] Yeah, that's alright. It's still, it's now trying to boot up. So, we will wait for it again to turn solid pink or purple.
16:00
Speaker 1
Oh, or I read some of that. I read. then. what is that it's a solid ore, okay, yep, alright connected
17:00
Speaker 2
and then you already have your ethernet cable. Okay, good. So kindly connect your child node using the ethernet cable to the one of the ports, available ports on the main node. Yeah, any port. And then the other end would be on the internet port of the child node. Okay. All right. And then on the web interface, you choose to add it as wired child node.
18:00
Speaker 1
Interface CA I router set up had wired add wired, tell knows apply not doing anything just click on apply then click okay
19:00
Speaker 2
uh then apply apply yes ha apply yes sir then observe the light from the monitor node
19:00
Speaker 1
still pink solid pink I yes solid pink press the reset button five times on the main node ok that's what I did last time okay 12345
20:00
Speaker 2
Give it a minute. It's still pink. five press on the main node. Press the reset button five times. Yes, sir. Okay. How about the child node. Okay, good. Let's just wait for it to connect Okay. [silence] [silence] Okay just give it [silence] one minute. It might turn to red but it will go back to blue.
20:00
Speaker 1
Okay. It is.
23:00
Speaker 2
can you tell me the firmware version of your node?
23:00
Speaker 1
one one seven two one six 771, yeah, that's what I saw earlier this is not saying that where should I check for up-to-date, where can I see it? [silence] connectivity under details [silence] details oh oh, okay, so it, yeah, it says up-to-date but only two only two nodes are showing up now
24:00
Speaker 2
Does it says up to date? Okay, good. Um, under details, on connectivity. And then Yeah, you click the drop down arrow on details more form where. Okay, that's good.
24:00
Speaker 1
And those are not not this one. Yeah, still solid blue, but very sort of fresh. Um, can't saw refresh the whole page? Yeah, now it's showing online. Let me go back to connectivity.
25:00
Speaker 2
I tried to refresh the page but that one is still solid blue, right? Okay. Yes, then check the device list. Okay, that's good.
25:00
Speaker 1
details okay all three are showing the same version up to date okay it's blinking red now
26:00
Speaker 2
Okay good. So try to disconnect the child node from the ethernet cable. Then it will start to blink. Then let's just wait if it will turn solid blue. Okay.
26:00
Speaker 1
under device list it's showing offline again still blinking red
27:00
Speaker 2
Yep, cause we uh, disconnected it. [silence]
27:00
Speaker 1
Still blinking back.
28:00
Speaker 2
fine first give it another minute. [silence] [silence]
28:00
Speaker 1
[silence] this man action here if we still see the for a link for this election will be the first time in the finals in South America. she's still bringing it. Okay.
30:00
Speaker 2
All right. Let me just check something here on my answer. Just a moment. the colo
30:00
Speaker 1
Okay. Okay, solar blue now. [silence]
32:00
Speaker 2
Mm-hmm. D
32:00
Speaker 1
Okay, it's showing online. IP is 192.168.239.115. Connectivity local network. [silence]
33:00
Speaker 2
all right
33:00
Speaker 1
okay 955 nine 25 and save well if you couldn't say
34:00
Speaker 2
And then can you see DHCP reservation? Okay there, so you click on that one and then manually add device reservation. So you input the device name, uh just any name. And then you input its assigned IP address and also um its Mac address. Uh yeah, you can also see that at the bottom of the node for Mac address.
34:00
Speaker 1
or you need the device name okay it's saved all right below that for you what do you mean yeah
35:00
Speaker 2
Okay, save and then just hit okay. When you manually add it at the below that does it have a check mark? Can I go back to local network again? Um, you go back to the HCP reservations again.
35:00
Speaker 1
It's already added. It's already added, but below that, it was there. Add reservation from select by selecting from DHCP list, but no, I didn't select it. I just manually added the same one. So but they currently selected. Yeah, it is added. Yeah, but it is showing though interface offline. Is that okay? Yeah. That's right now. Would you like to mention it as well? That's okay. All right, good. It's it's generally the issue with that. So what I thought I published, that will take care of it? That's pretty much it right now that we have two separate things, that's pretty much it right now. [silence]
36:00
Speaker 2
Okay. Yes, you select it first and then add the HTTP reservation. Um, yeah, kindly select. Mhm. Yes. And then add the HTTP reservation. Okay, good. So once added, kindly disconnect the ethernet cable. That's alright, sir.
36:00
Speaker 1
All right, I'm going to disconnect the cable now. Okay. that is blinking red. [silence] is it supposed to be blinking? okay.
37:00
Speaker 2
And let's just do it. Okay. Yes, sir. [silence] All right, that's good. Then can you check your device list, if it's online. Just refresh again. [silence]
37:00
Speaker 1
Okay, it is showing online. Now, let me ask you this. Should I add, should I add the other, I have a second node, uh second child node. Should I add that also as a DHCP reservation? No need to do that, okay.
39:00
Speaker 2
this one so that the parent node will be forced to recognize it. Yes, for a working child node. All right, so you can now unplug and relocate it. [silence]
39:00
Speaker 1
Okay. Let me do that, because I want you to be on the line. Let me make sure it is staying blue, okay? [silence] [silence] Hello? Hello? Hello? Okay, yeah, it is still blinking blue. So last time it became blue, solid and after a day or so it went back. So what should I do if it becomes offline again?
40:00
Speaker 2
Yes, sir. Still here. [silence] Okay. Um, just feel free to call us back, sir so that we could check on that one. [silence] Because if it will still disconnect, the last option that we need to do is to swap nodes if you're okay with uh resetting your system and swapping parent node and child node.
43:00
Speaker 1
So right now it's blinking red again. Is that normal? Okay, it is solid blue now. Oh, oh, got it. It went back.
44:00
Speaker 2
Yep, it's still trying to connect. Alright that's good. So that means it's now connected. You can also double check again.
44:00
Speaker 1
red again solid red yeah it is it is blue now okay all right i hope it will stay no i don't have a ticket number can you send it to me in email ok thank you you too bye [silence]
45:00
Speaker 2
Yeah, it will go back to blue after, just give it a minute. Okay. Okay. Okay. Okay. All right. All right, so you're all good now? Okay. All right. So just give us a callback and then just use the same ticket number, do you have already the ticket number? Okay. Oh yeah, sure. I can send it to your email. All right, you're welcome, Sir. Thank you for calling Linksys. Have a good one. Bye.
45:00