V2 Rubric Detail — ff10c1c4-7655-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:38
Duration
7m 24s
Contact
richard
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135681
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX55GC Forgot Wifi password

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall74.3% (+10.3)

V2 Grader Summary

Customer confirmed full resolution after agent advised sequential power-cycle of child nodes, consistent with KB guidance. Agent maintained ownership and provided correct steps but failed to use required diagnostic tools (router UI, modem test) and did not demonstrate empathy or minimize customer effort. No escalation was needed as issue was resolved during call.

V1 Case Analysis

MX8500 mesh nodes showed red LEDs after power outage; after sequential power-cycling of child nodes, all LEDs returned to solid blue and network is functional.

Troubleshooting Steps
  • Verified LED status: parent node solid blue, child nodes solid red.
  • Collected customer contact information (phone, email, name).
  • Advised sequential power-cycling of child nodes starting from the one nearest the parent.
Key Observations
  • Agent misnamed the brand as 'Linxess' and provided an incorrect registration URL (Register.linxess.com) at [00:00]. This is a minor accuracy error but does not contradict the KB.
  • Serial number was partially spoken and not fully captured or confirmed by the agent at [02:00].
  • No warranty status or case number was collected or discussed, but this is not a protocol violation given the call context.
  • Agent correctly advised sequential power-cycling of child nodes, which aligns with best practices for mesh node recovery after an outage (per velop_wifi_connectivity.md).
  • Customer confirmed resolution before agent completed full troubleshooting guidance, indicating effective self-help outcome.
Positive Highlights
  • Collected customer's phone number, email, and name (Richard Capalan) — supports follow-up and case documentation (transcript [04:00]-[05:00]).
  • Provided technically accurate advice: sequential power-cycling of child nodes starting from nearest to parent — correct method per velop_wifi_connectivity.md.
  • Confirmed customer observation that all nodes returned to solid blue and network is functional (transcript [05:00]).
  • Provided correct Linksys support website (support.linksys.com) at the end of the call (transcript [07:00]).
Agent Errors / Gaps
  • Incorrect brand name and registration URL (Register.linxess.com) — minor ACCURACY error, but does not contradict KB guidance (transcript [00:00]).
  • Failure to fully capture or confirm the serial number — minor PROTOCOL miss, but not critical in this context (transcript [02:00]).
  • No warranty or support eligibility discussion — not a protocol violation given the call context.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirmed resolution: 'Now we're back in business. Everything's good.'
R2 Partially Met Diagnostic thoroughness conf 94%
Agent advised sequential power-cycling of child nodes but skipped core diagnostics like modem test or router login to verify WAN status after power outage.
R3 Met Correct resolution path conf 96%
Agent correctly attributed issue to power outage and provided recovery procedure appropriate for mesh reinitialization; no warranty dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (child nodes red) and asked for serial/ISP, but did not confirm internet connectivity via speed test or router dashboard.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access router dashboard (http://192.168.1.1) or perform modem-direct speed test, both required per velop_wifi_connectivity.md Steps 2 and 4.
T3 Met No misinformation conf 98%
Advice to power off all nodes and power them on sequentially (parent first, then child nodes one at a time) is technically correct and matches velop_wifi_connectivity.md Step 3.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but had multiple long silences, filler words ('uh-huh', 'lovely day'), and abrupt transitions.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and confirmed customer-provided details (serial, phone, node colors).
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned interaction from start to finish, did not transfer, and referenced prior case history.
O2 Met Proactive follow-through conf 96%
Agent gave clear next steps: power off all child nodes, then bring them up sequentially from nearest to farthest.
O3 Met Closure confirmation conf 97%
Agent referenced prior call record and customer details (name, email), avoiding re-asking known information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved during call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite but did not acknowledge customer frustration from outage or repeated node failures; no empathy statement beyond 'you're welcome'.
X2 Partially Met Tone & rapport conf 89%
Agent used accessible language but did not adapt to customer’s urgency; excessive filler ('uh-huh', 'lovely day') disrupted engagement.
X3 Partially Met Overall experience conf 89%
Agent asked for phone number and serial number despite prior case record, adding minor repetition; could have retrieved info proactively.
Call Transcript16 turns · 16 lines
Speaker 1
yes Darla we had a power outage and I might need some assistance getting my system back for me.
00:00
Speaker 2
Welcome to Linxess 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.linxess.com. Please have your device serial number ready. For assistance, please press one now. For out of one, 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. [silence] uh, links, uh, can I help you? Okay. By the way, um, may I ask the model number and serial number?
00:00
Speaker 1
Yeah, hang on a second. Right. power is back, but having trouble with certain things. So, I have a mesh system. Let's see. I got one, two, three. I got four nodes and one parent. It's a model MX 8500. Yeah.
01:00
Speaker 2
Number of your links device. Did you restore the internet connection after the power outage? How many nodes do you have? Sir. A total of five. That's the parent nodes. Sir. [silence ] So, it'll be? [silence] Can you try it? [silence]
01:00
Speaker 1
serial number is for three F is in Frank 10 M as in Michael 51 D is in David 00 48 8 Verizon yeah that's what it looks like uh when I uh the the nodes the child nodes are all blue but they're having trouble the one keeps on turning red and then
02:00
Speaker 2
OK, how about the serial number, uh-huh. And who is your internet service provider? OK. All right. And what exact is your sir? said like no internet connection using the router.
02:00
Speaker 1
you know, there's just inconsistent, like, right now, two of them are red. And it's red upstairs. Oh, okay. So, hang on a minute. Let me check to see what color this, parent node is. But it looks like the parent nodes are blue, but the, the child's are all red. Yes. Solid red. Give me one second. Let me check the one downstairs.
03:00
Speaker 2
so the parent node is blue but the four child nodes are all red. Is it solid red or is it blinking red? okay.
03:00
Speaker 1
The the one downstairs is blue, solid blue. That's one child node. The parent is blue, solid blue. And then the there's two living room ones. One just turned blue, solid blue. And the other one is blue, solid blue. How about the dad upstairs, Vance? Okay. All the child nodes are blue. So hang in on. One second. Okay. Let's see. [silence]
04:00
Speaker 2
Hey, sir. Um, let me just, uh-huh. Go ahead. Uh-huh. Uh-huh. Uh-huh. Lovely day. Uh-huh. All right, um, sir, let me just ask, um, your phone number.
04:00
Speaker 1
Yeah, 716-563-1188. Yes, that's me. Okay. They're all blue and it looks like we might be in business here. Um, hang on a second. Looks like everything's back up.
05:00
Speaker 2
Mhm. Mhm. Mhm. Okay, thank you. Okay, I was able to pull up a record here with your previous call. It's under Mr. Richard Capalan and email address is boeccking at gmail.com. Okay. Right, so two child nodes now, blue. How about the other? Mhm. Okay. Yeah, maybe since there's no changes made on the
05:00
Speaker 1
Yeah. Now we're back in business. Everything's good. I appreciate your help though. Thank you so much.
06:00
Speaker 2
On the parent node, maybe the child node is just [ silence ] having problem um [ silence ] reconnecting to the network. Sometimes it will take time and I take time. So with that, sir. [ silence ] As long as the parent node is online, it's blue. All you need to do you have to like turn off all the uh all the child nodes, then turn on the the nodes that is near to the the nearest to the parent node. Wait until that node to turn like it will reconnect to the network and then um once it's connected to the network you um turn on again another node, which is until you go into the farthest node. Okay. All right. You're welcome, sir. You're welcome. So if you need assistance again,
06:00
Speaker 1
Thank you very much. Have a good day. Sure. Thank you. Bye bye now.
07:00
Speaker 2
in the future just feel free to give us a call, okay? You're welcome. So you may also check our website support.linksys.com for updates. Okay? Okay. You're welcome. So thank you for calling Linksys. This is Carla. Bye for now. Bye. All right. Start.
07:00