V2 Rubric Detail — ffb59370-80a5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:36
Duration
11m 56s
Contact
240-577-4999
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137375
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX6200 - child node not connecting

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.19/5
Technical3.75/5
Communication5.00/5
Ownership4.29/5
Escalation5.00/5
Customer Exp3.21/5
Overall72.4% (+14.4)

V2 Grader Summary

The agent correctly identified a likely hardware fault on a warranty-covered MX62 node and escalated appropriately (R3 Met, E1 Met, E2 Met). However, the issue was not resolved (R1 Not Met), and critical diagnostic tools (app/dashboard) were omitted (T2 Not Met), resulting in incomplete troubleshooting (R2 Partially Met). Communication and ownership were generally strong (C1 Met, C2 Met, O1 Met, O2 Met), but empathy was partially limited (X1 Partially Met), and customer effort was not fully minimized (X3 Partially Met). The escalation was justified, leading to an Appropriate Escalation outcome.

V1 Case Analysis

Customer unable to add Velop child node (MX62, serial 58W10M291957). Node exhibits abnormal LED behavior (flashing blue → solid blue → off → rapid flash) and is undetectable by parent node. Performed reset sequence; issue persisted. Warranty confirmed; escalated to L2 for hardware evaluation and possible replacement.

Troubleshooting Steps
  • Collected serial number and confirmed model (MX62).
  • Performed a power-cycle/reset sequence described as '10 recovery reset'.
  • Observed LED behavior (flashing blue → solid blue → off → rapid flash).
  • Checked for default Wi-Fi SSID visibility on a mobile device (not detected).
Key Observations
  • Agent confirmed warranty status and model details correctly.
  • Escalation to Level-2 was appropriate given the node's failure to broadcast Wi-Fi and abnormal LED behavior.
  • Agent did not verify that the node was in 'ready for setup' mode (solid purple) before attempting pairing — MX62 (Cognitive Mesh) nodes show solid blue when online, not ready for setup.
  • The '10 recovery reset' procedure described by the agent is not documented in KB and appears improvised, potentially confusing the customer.
  • Communication was disorganized with filler phrases ('let me find the steps', 'there it is') indicating poor preparation or familiarity with the procedure.
  • Agent did not direct the customer to check the router web UI (myrouter.local) to verify node status or WAN connectivity, missing a key diagnostic step.
Positive Highlights
  • Accurately collected and confirmed serial number and model information.
  • Confirmed warranty coverage and clearly communicated it to the customer.
  • Correctly escalated to Level-2 after confirming the node's Wi-Fi was undetectable, aligning with hardware fault protocol.
  • Maintained a professional tone and avoided giving technically incorrect advice despite procedural gaps.
Agent Errors / Gaps
  • Did not confirm that the node was in 'ready for setup' mode (solid purple) before attempting pairing — a critical step per KB for MX62 (Cognitive Mesh).
  • Described the reset procedure as a '10-step recovery reset', which is not documented in KB and appears to be an improvised, potentially misleading description.
  • Failed to direct the customer to check the router web UI (myrouter.local) to verify node status or WAN connectivity, missing a standard diagnostic step.
  • Provided vague, filler-laden instructions that could confuse the customer and indicate lack of familiarity with the procedure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated without resolving the issue or achieving a valid outcome (e.g., RMA initiation or confirmed workaround); node remained undetectable via WiFi after troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power-cycle, reset steps, and LED checks but did not use the Linksys app or router admin interface to verify node status or network presence, which was necessary for full troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly identified a likely hardware fault on a warranty-covered MX62 node and escalated appropriately rather than dismissing the issue due to warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent gathered model (MX62), serial number, reset history, LED pattern, and attempted reproduction before concluding escalation was needed, following a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the Linksys app or router dashboard to check node detection, backhaul status, or firmware version—tools clearly required per Velop connectivity KBs to confirm node status and rule out software issues.
T3 Met No misinformation conf 95%
All technical statements (e.g., reset behavior, warranty coverage, escalation path) were factually correct and consistent with KB guidance; no material inaccuracies were present.
Communication
C1 Met Clear & professional language conf 95%
Agent set clear expectations ('10 recovery reset steps'), guided the customer through troubleshooting, maintained control during difficult moments (flashing LED behavior), and managed transitions smoothly to escalation.
C2 Met Confirmed understanding conf 90%
Agent used plain language ('unplug and plug'), confirmed understanding ('Can you check if you can detect the VeloSet 596?'), and adapted to the customer's pacing and confusion without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, and initiated escalation without unnecessary transfer; no avoidance of responsibility was observed.
O2 Met Proactive follow-through conf 95%
Agent clearly stated Level 2 would call back by tomorrow, providing a specific and realistic timeline for follow-up.
O3 Partially Met Closure confirmation conf 85%
Agent acknowledged prior contact ('I called in about this exact node before') but did not reference specific previous findings, steps taken, or serial number from prior cases, missing an opportunity to leverage history.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation was appropriate due to persistent node failure after resets, inability to detect the node via WiFi, and customer history of repeat issues—legitimate triggers beyond L1 capability.
E2 Met Escalation prep & handoff conf 95%
Agent collected serial number, described symptoms (node undetectable, LED behavior), and informed the customer of the escalation path and callback timeline; no critical details were omitted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used polite language ('Thanks Thomas') and acknowledgments ('I understand') but did not explicitly recognize the customer's frustration about repeated failures and poor performance, limiting empathy depth.
X2 Met Tone & rapport conf 90%
Agent matched the customer's tone, allowed pauses for customer disfluency, and maintained engagement through complex troubleshooting despite the customer's confusion and repetition.
X3 Partially Met Overall experience conf 85%
Customer had to retake the serial number picture and repeat information; agent could have reduced effort by accessing prior case data or using existing information to avoid repetition.
Call Transcript20 turns · 22 lines
Speaker 1
My name is Thomas McNutt. Yeah, I'm having problems with my node. It wasn't connecting to the router, to the parent node, and I was able to review. Reset it, do all the stuff, but it it'll it'll it's doing something weird. It's acting weird. Like the light will come on. It'll flash blue. Then it'll just go solid blue. Then when I try to add it, the light just turns off completely. Then it comes back on like three or three seconds later, and it flashes like really fast. Like like an old
00:00
Speaker 2
welcome to linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help optionsavailable please have your serial number ready and stay on the line for assistance Thank you for calling Linksys my name is Nathan may I know who am I speaking with Thomas Arnold. all right Thomas how can I help you? [[silence]]
00:00
Speaker 1
like, if you remember, like an old-school hard drive loading. You know what I mean? And then, and then it, then it goes back to flashing blue again and Aptis says, Does not detect node. And I've had, I've had this problem. What's that? The other two nodes, mother node is working and the other node is working, but this system has been finicky and horrible from the beginning. I've had it for a couple years, but it's not the best. I'll probably end up replacing it soon with something else, but if you can help me out with this, that'd be great. Same. Yep, the one that I called in for last time. Correct. The serial number is, hang on a second.
01:00
Speaker 2
Yeah, I understand. Okay, go ahead. All right. the modem note is working. the modem note is working. Okay. Is this the same model? Yeah, I will. Is this the same model, the MX62? and the same internet service provider, Spectrum, right? All right. Can you give me the mother, no serial number?
01:00
Speaker 1
Huh. Hang on a second there. I can't, I can't see it. I gotta take a picture there. Alright it is 58W10 M as in Mike, 29 Delta, 01957. Correct. Um, yes. it's right next to it. It's been here. I've been working on this for about an hour and a half now.
02:00
Speaker 2
Okay. Stay with me. Okay. You have three of this one, right? And then the mother node. Mother node is working, only the child node. Can you bring the one that is not working near the mother node? Okay. All right. Did you press the reset button?
02:00
Speaker 1
Multiple times. I've reset the whole system multiple times. I've unplugged all the nodes, repaired the nodes. The other two are working. This one is not. Yeah. Okay. Yeah. Yeah. Just the node that's not working. Yep. Okay.
03:00
Speaker 2
on this one all right you know all right I like it to turn blue right? and then it goes back to fading blue okay. we do 10 recovery reset. this is 10 steps. uh you need to unplug and plug. unplug, re plug the power. I'll do the timing. okay? okay, say it with me. let me find the steps. all right all right, where are I? there it is. I should be here. oh, there you are. I got it. now, this is 10 steps. get ready. I need you to unplug the power and confirm if it's done. this is the node that is not working, right? okay. one two plug the power back. power on. unplugged and plug the power keep it that way let's wait two to three minutes let's see what is the ending color okay two to three minutes wait for the ending color it can be either solid blue blinking blue or red tell me the color
03:00
Speaker 1
It's flashing blue. When it's solid blue, we can try to pair it, correct? Yeah, sure. [silence]
06:00
Speaker 2
blinking glow. Alright, wait for it to become solid blue. Yes, we're gonna do the pipe press on the mother node. Need a color, still flashing blue, hmm, it's still one minute anyway. Wait two minutes.
06:00
Speaker 1
Oh, it's now solid, it's solid, like a solid light blue. So bright, solid blue. Okay. Oh, so this is what this is what it just did. So it went solid like that and then the light just cut off completely and it went back to flashing blue again. And the flashing blue is not a steady flashing. It'll flash steady and then it looks like something's loading, if that makes sense. Like it'll flicker and then go to solid flashing.
07:00
Speaker 2
okay that's good wait a few seconds more it will blink silence go to the mother node and then press and release the reset button okay okay
07:00
Speaker 1
This has been happening today, but every time. I mean like the light will go out for about a second or more, like not like flashing, but like completely out, like it's been unplugged. What what what what are you asking for? The default. Oh, the the default Wifi name? Hang on a second. Yeah, yeah. One second. I see it. I just gotta take a picture of it because I can't. It's V L O P. It's underscore V-E-L-O-P setup 596. Mhm. [ silence]
08:00
Speaker 2
This happens all the time when you do the reset.
08:00
Speaker 1
[KEEP_UNCERTAIN] Go to, where am I going to pal? Oh, gee, she's here. No. No. No, hang on a second. Do you want to see if I can just join it manually? Well, I think they were supposed to, they They were supposed to replace it before, and I ended up, what I ended up doing was, for what I ended up doing was, I ended up changing, um, so it was, um, so now, um, so, so, um, so I figured, um, oops, so, um, so now I have, I think I have a, I think I have a good one. I think I have a good one. No. No, I think I have a good one. I think I have a good one. I think I have a good one. No. Uh-huh. All right.
09:00
Speaker 2
Can you check if you can detect the VeloSet 596 in the settings on the phone? Is it available? Go to your mobile phone or any devices and check for the Wi-Fi name, VeloSet 596, if you can see it. It's not there. Okay. No, no. If you cannot see something's wrong with the Wi-Fi signal, then I may need to escalate this one. Your router is still within warranty. Our level, too, can decide whether they will replace this one or not. Right? Yeah.
09:00
Speaker 1
the node out and it worked. Like I ended up, because this one was the one I used before. I think I, did I call in about this exact ? Yes. So I called in about this exact node before because I had this as the main one I think and then I swapped it out with another and it worked. Um so that's correct. And it was, and then I was able to, it would not work and then I just, just fooling around with it I swapped it out and it's been working fine as a child node until recently. Okay. Is it do, do you, do you think there's a, sure that's fantastic. But real quick, is there a way to reset and reinstall the firmware? Do you think that would make any difference?
10:00
Speaker 2
Okay, that's good. That's good. So now at least I have a history. This is the modem before that didn't work so it has an issue. We yeah, it could be hardware. Douglas, allow me to escalate this one and allow our level two to make a decision on this one. I don't have the authority right now to make a decision whether to swap or not. But yes, I will escalate this one and then they will give you a call by tomorrow. Possibly.
10:00
Speaker 1
[silence] Okay, makes sense. In other words, in other words, if the if the if the phone if the if the Wi-Fi if the Wi-Fi on the phone can't even pick it up, there's no way to connect to it. What about what about let me ask you a question. What about oh, you think it's oh, it's not a software issue. Understood. Okay buddy. I appreciate it. I'll just stand by to hear from you guys. Okay. Okay. Thank you, pal. I'll I'll stand by and see I'll stand by and see what they have to say. Thank you, pal. Good night.
11:00
Speaker 2
No, if we cannot connect it, there's no way we can do that one. That's the reason why I asked. Yes, and then that's a hardware issue. Mhn. Got it, right? Mhn. Sure. Thanks Thomas. And Apologize, no, we cannot fix this one. I cannot fix beyond my layers. yourself and I have a feeling this is hardware. They may need to replace. Alright then. Thanks for calling. Alright then. Thanks. My name is Nathan and glad to be about. Have a nice day and good night.
11:00