V2 Rubric Detail — 05e78394-8163-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:09
Duration
22m 39s
Contact
913-406-9298
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137554
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall73.1% (-6.9)

V2 Grader Summary

The agent correctly applied the 5-press pairing method for the MX55EC but failed to verify resolution via the dashboard or address key diagnostics, leading to an unconfirmed outcome. Technical accuracy was partially met due to LED misinterpretation, while communication, ownership, and customer experience were strong. The issue remained unstable (red/blue cycling), resulting in partial resolution.

V1 Case Analysis

MX55 child node stuck on solid purple. Performed 5-press pairing on parent node; node now solid blue and online. Customer advised to relocate node.

Troubleshooting Steps
  • Advised to place child node within 5 ft of the parent node
  • Instructed to perform the 5-press reset on the parent node
  • Waited for node to pair and confirmed solid blue LED
Key Observations
  • Agent correctly applied the 5-press pairing method for an MX55 node, which is KB-documented and resolved the LED state issue.
  • Customer provided main node serial number, confirming device identity, but child node model/serial was not requested.
  • Agent did not verify post-pairing internet connectivity or device access (e.g., speed test), only confirmed LED status.
  • Minimal empathy statements; agent did not acknowledge customer frustration despite multiple prior failed attempts and resets.
Positive Highlights
  • Correctly identified and applied the 5-press pairing method for MX55, which is supported per KB (universal_5press_models.md).
  • Clear, concise step-by-step instructions with accurate timing expectations (3-minute wait).
  • Efficient handling with no unnecessary loops or redundant steps.
Agent Errors / Gaps
  • Did not ask for the child node's model or serial number to confirm identity and firmware compatibility.
  • Did not verify actual internet connectivity or device access after pairing (e.g., speed test, device connection) — only confirmed LED status.
  • Minimal empathy statements; failed to acknowledge customer frustration after multiple failed resets and pairing attempts.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent claimed node was 'fully connected' after 5-press reset, but customer observed ongoing red/blue cycling and no confirmation via admin dashboard or signal test; issue likely unresolved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent instructed the 5-press reset procedure but skipped critical diagnostics (e.g., checking if node was in setup mode, firmware status, or signal strength) before applying the fix.
R3 Partially Met Correct resolution path conf 92%
5-press reset is valid for MX55EC, but agent did not rule out alternative causes (e.g., hardware fault, placement, or firmware issues) before proceeding, nor did they verify resolution via authoritative means.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (solid purple light on MX55EC child node) and applied the logically sequenced 5-press pairing method as defined in KB documentation.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used the 5-press method appropriately but failed to leverage the router dashboard (http://192.168.1.1) to verify node status in the network map, which is the authoritative confirmation method per KB.
T3 Partially Met No misinformation conf 96%
The 5-press instruction was correct for MX55EC, but agent incorrectly interpreted 'solid blue' as confirmation of online status; KB specifies a successfully joined child node shows 'solid white', leading to misleading conclusion.
Communication
C1 Met Clear & professional language conf 95%
Agent guided the interaction step-by-step, set clear expectations ('wait max three minutes'), maintained direction, and avoided losing control even when the customer reported instability.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided technical jargon, and adapted to the customer's pace; confirmed understanding through observation and follow-up questions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, took responsibility for resolution, and did not transfer or avoid the issue.
O2 Partially Met Proactive follow-through conf 88%
Agent provided a next step ('relocate the node') but did not confirm actual connectivity via dashboard or speed test, and the timeline beyond the initial wait period was vague.
O3 Not Applicable Closure confirmation conf 99%
This was the first interaction; no prior case history or handoff occurred, as confirmed by Assessment 4's case_history_applicable=false.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted for this issue; the problem was within L1 scope and resolved (partially) at this level.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite, patient, and professional throughout; acknowledged the customer's effort, used courteous closing phrases, and maintained a solution-focused tone.
X2 Met Tone & rapport conf 92%
Agent matched the customer's conversational tone, allowed space for updates, and maintained engagement despite intermittent silence and instability reports.
X3 Met Overall experience conf 93%
Agent avoided unnecessary repetition (collected serial number once), provided direct action steps, and did not impose avoidable holds or redundant processes.
Call Transcript11 turns · 12 lines
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 options available. Please have your serial number ready and stay on the line for assistance. [ silence ]. While waiting, you may also visit support.linksys.com for more information about your product. [ silence ]
00:00
Speaker 1
Hi, my name's Douglas Lynn. I've got a Linksys MX 55 EC echo Charlie uh child router note modem not a modem but a router Wi-Fi node that is just is coming up with nothing but a solid purple light. I've gone through
17:00
Speaker 2
Do you have anything you would like to report or ask? Yes, and what's
17:00
Speaker 1
Through all the different help places I could find to get it reset and everything like that. And it keeps going back to purple. I'm hoping y'all could uh. This is about a foot and a half away from the one that's connected straight to the modem. So this would be a wireless. Correct. Yes. And it it's there? Five times it's gone red blinking. Now it's blue.
18:00
Speaker 2
Okay. Are you referring to the main one, the one that is connected straight to the modem? Okay, so you're got it. main node is working. However, your extender is offline. Is that what's happening? Okay, bring that one over right beside the main node, within five feet. Okay, and press the reset button on the main node now, five times. Press release, press release, press release five times.
18:00
Speaker 1
of the main node. Okay, the main node and serial number, let me get a little light over here, is 43 K as in Kilo 10 M as in Mike 27 B as in Bravo 30962. The Internet is spectrum. It's flashing, red, yes, ma'am.
19:00
Speaker 2
Okay. Okay. Okey. It will connect the child node nearby. Well, we're waiting because it will take three minutes max. Can I have the serial number of the main node? Yes. Okay, and who's your Internet provider? Okay, thank you. The child node, there. Is it now flashing flashing red? Okay, it's now trying to pair. So, we'll just wait max of three minutes. [silence]
19:00
Speaker 1
Okay. Yeah, if I recall, these took a little bit of time on the first time I did them. Yes. Doug, D-O-U-G, first name. Lynn, L-Y-N-N, last name. I have six total. five of which are the the The parent node, and four others are working just fine. And this one's giving me a little bit of a squiggle. It worked for a while, but then it seems to have gone a little bit wonky. And I don't know whether it was just a power outage or what. Still, wait a minute, just went to blue. Now it's back to red. Yep. Well, that would be good. Now it's back to blue.
20:00
Speaker 2
Got it. [silence] But if every Apple. [silence] It will go back to red real quick and then light up again in solid blue. [silence] Or just wait. [silence] Is it back to red now? [silence] So, [silence] then it will light up solid blue, which means it's already connected online. [silence] Okay. [silence]
21:00
Speaker 1
Okay. You've been most helpful and thank you so very much. I just somehow didn't know the magic code of pushing the reset button five times. You too. Thanks again. Appreciate it. Bye-bye. Shitty.
22:00
Speaker 2
So all you need to do now is to relocate that node back to its location. It's fully connected now to the main node. Do you have any other concerns? You're always welcome. You enjoy the rest of your evening then. Bye for now. You're welcome. Bye-bye. [silence]
22:00