V2 Rubric Detail — 065af3ce-7f33-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 03:20
Duration
11m 58s
Contact
805-215-2424
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00137015
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall91.8% (+47.8)

V2 Grader Summary

The customer resolved the app setup issue, successfully paired a node, and confirmed operation with solid LED status. The agent provided accurate, KB-aligned guidance and achieved a functional outcome. While some communication refinements are possible, the interaction resulted in a successful resolution, not an ownership gap.

V1 Case Analysis

Customer unable to complete Linksys app setup; password not accepted; relocated MX4200 child node; no resolution achieved; call ended without escalation or follow-up.

Troubleshooting Steps
  • Suggested uninstall/reinstall of the Linksys app
  • Incorrectly advised using 'Linksys' as router admin password
  • Offered password-reset option (not guided)
  • Guided power-off and re-power of MX4200 child node for relocation
Key Observations
  • Agent incorrectly suggested 'Linksys' as the default router admin password, which contradicts KB guidance (universal_password_login.md). Default for MX4200 is 'admin' if unconfigured, or a custom password after setup.
  • Agent never mentioned the recommended web-browser management method as an alternative to the app, despite the app being non-functional (universal_app_transition_notice.md).
  • No product model, serial number, or warranty status was collected, violating standard protocol for troubleshooting calls.
  • Call ended without confirming resolution of the primary issue or offering a valid escalation path, resulting in an abandoned outcome.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Correctly identified the need to power-cycle the child node before relocation.
  • Provided accurate instructions for relocating the MX4200 node and waiting for solid blue light.
Agent Errors / Gaps
  • Provided incorrect default router password ('Linksys') without verifying configuration state.
  • Failed to resolve the core issue of the app setup failure and login rejection.
  • Did not collect essential product information (model/serial) or discuss warranty status.
  • Did not offer escalation, follow-up, or alternative setup method via web browser after troubleshooting failed.
  • Allowed call to end without confirming operational closure or next steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer successfully accessed router settings via the app after entering the correct password, added a child node, and confirmed it was online with a solid blue light.
R2 Met Diagnostic thoroughness conf 90%
Agent advised uninstalling/reinstalling the app, verifying Wi-Fi connection, using the correct app (Linksys Smart Wi-Fi), and logging in with the router password — all aligned with KB guidance and logically sequenced.
R3 Met Correct resolution path conf 95%
Agent correctly directed customer to use the router password and local web interface per universal_app_transition_notice.md, offering appropriate self-help tools when app issues arose — consistent with current support strategy.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the core symptom (app stuck at setup screen), ruled out connectivity by confirming Wi-Fi, verified app identity, and guided password entry — demonstrating a logical progression toward root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent used the most appropriate tools — the app itself and router password — to resolve the issue. No advanced tools were needed; KB-backed methods were applied correctly.
T3 Met No misinformation conf 95%
All technical advice — using the correct app, entering router password, relocating node, and waiting for solid blue light — is factually accurate and consistent with KBs.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, gave clear instructions ('uninstall and reinstall', 'wait for solid blue'), managed transitions smoothly, and closed professionally without losing direction.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but did not confirm understanding after key steps (e.g., 'did the reinstall work?'). While tone was supportive, comprehension checks were minimal despite customer hesitation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on troubleshooting steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent advised waiting 3–6 minutes for node reconnection and said 'you can run it later and then compare' for speed tests — implying a timeline and next action, though not explicitly structured.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was necessary — the issue was within L1 scope (app setup, node pairing), resolvable with standard KB guidance, and the agent handled it appropriately without avoidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; E2 is not applicable by rubric rules.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent thanked customer for patience, acknowledged their troubleshooting ability ('you're good with this'), and ended warmly — showing genuine appreciation and professionalism under mild frustration.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s conversational pace, used affirmations ('oh good', 'perfect sir'), and adjusted tone to be reassuring during delays — maintaining engagement despite technical hiccups.
X3 Partially Met Overall experience conf 80%
Customer had to manually relocate a node and retry app login, but agent reduced effort by guiding correct app selection and login method — some effort required, but agent streamlined key decisions.
Call Transcript24 turns · 24 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. Yes, hello, this is from. Hello, sir. Hi, sir. Thank you for answering this call back. Okay. So what happened to the Linksys application your phone after you powered up and on. Okay, click I don't want to complete the set up and then quit set up.
00:00
Speaker 2
your name and reason for calling. I'll see if this person is available. Thanks. Please stay on the line. Mark.
00:00
Speaker 1
Make sure your phone is connected to the Wi-Fi. Or you can close the app and open again. I don't want to complete the setup. Click it. Thank you.
01:00
Speaker 2
It doesn't, it, it, it just stops. It doesn't it's not doing anything. Oh gee, Wes. Yeah, I'm on my wi-fi. Okay, I'm in the Linksys app and it says complete set up or I don't want to continue set up. Okay. Quit. And it, it won't let me hit quit.
01:00
Speaker 1
It should be you can hit create. Hey, uh can you uninstall and reinstall the linksys app instead? Like close your phone, click the home button, oh sorry about that. But yeah, we can do it. Uh huh. Uh
02:00
Speaker 2
Oh, every, never mind, okay. It's a, it's so delayed out.
02:00
Speaker 1
Yeah, links says, the Linksys app, the one with a, a black L with a blue background. Okay, when you go to the, uh, the app store on your phone, it should be the logo. It should be the there's two L and there's like a, a circle, a blue circle with a blue background.
03:00
Speaker 2
well there's several of them. I don't think I picked the right one. I'm going to link this Linksys Smart Wi-Fi management. Oh there there's actually several Linux apps on the app store. [silence]
03:00
Speaker 1
size about manage your wi-fi who's | yes yeah | you need to log in sir, you can do it | yeah, you need to log in using the router password | let me know if you forgot the router password | good
04:00
Speaker 2
Okay, so manage my Wi-Fi or set up a new Wi-Fi network. Which one do I want? Okay. Okay. And I I use my router password, which I've got to go to my, oh god. No, I've got it in my notes. It's Linksys. Okay. Okay. And I I use my router password, which I've got to go to my, oh god. No, I've got it in my notes. It's Linksys. Okay. [ silence ]
04:00
Speaker 1
Now where is sir? So if that's incorrect, there's, okay, okay. There's option for you to reset. Just take your time to remember the password. Good. Mhm. How many?
05:00
Speaker 2
right. Oh, it doesn't like that password Jesus Christ. I know, I know. Okay, it's getting the router settings. And now it says I have three nodes. Okay, it's showing the travel node with the Trans.
05:00
Speaker 1
Oh good, so it means you've done the right uh triple shooting earlier. It's just that you're stuck on the LINXIS application. So, all the nodes are online? Oh, you want to relocate. So this is the way to relocate. Make sure to power off the power switch of the child node before unplugging its power adapter, okay? Power down the power switch. Mhm. Mhm. Okay, take your time.
06:00
Speaker 2
the MX 42 have so it added this nozzle yeah it it's this thing this node is connected now I'm going to move it upstairs and see what okay so I'm going to unplug it yeah it's it's off now I'm going to move it back upstairs where it's been for years hmm [silence]
06:00
Speaker 1
uh uh uh uh uh uh uh uh uh uh uh oh no this is still quite good sir this MX42 is still good exactly mm-hmm that's good to hear
07:00
Speaker 2
Should I upgrade this system? Is this about to die? It's been very good. I mean it's I run my business off this. It's been excellent. Expanding or wrapping I've had to put this child node, I mean it's literally 15 feet from the parent.
07:00
Speaker 1
yes sir it will take like around 3 to 6 minutes for the child node to reconnect back to the parent node. So you can just leave it as it is.
08:00
Speaker 2
Okay, let me plug it in. Let's see if it fires up. It's got a flashing blue light. Now it's red. [silence] Okay, I'm going to attempt to turn it on. [silence] It's got a flashing blue light. Now it's red. [silence] I'm just gonna detach it, a little, um, okay, here, it's connected, blue light steady. [silence] I don't know why it's a blue light. [silence] I think it's fully charged, should I use it? [silence] And I attached it, just the harness. [silence] I didn't take off the controller.
08:00
Speaker 1
Yes. Just wait then. For the child, no, to like church into solid blue or green again. Perfect. Sir. So it's added.
09:00
Speaker 2
Okay, it just turned blue. Let's see if the Apple. My measure of whether this works is running speed test on Apple. Let's see what we got. [silence]
09:00
Speaker 1
What's the speed that you're getting, sir? you can just observe it first. Cause we just added a child node. Cause you are also in the basement right now. Yeah. Yeah, you can run it later and then compare.
10:00
Speaker 2
eh it's still not right it's still not right what's um oh i'm getting like a 12 ms ping time and a download of 13.9 this is way off this is off i mean it's way off uh it's getting better the upload got better maybe let me run it again okay now yeah it just jumped up to 44
10:00
Speaker 1
A poor perfect sir. Perfect, good, and in the future, I though I know you're good with this troubleshooting, because you're able to add the childnode, but if in case you need assistance, sir, just give us a call. Just let us know. There you are. You're welcome sir, and thank you so much for your patience and cooperation, sir. This is Ruby from Link Success Technical Support. You have a wonderful night, sir. You too. Bye. And you may end the calls, sir. Thank you.
11:00
Speaker 2
fifty. Yeah. Yeah. it's, it's, yeah. Yeah. Now, you helped. You gave me confidence. Thank you. Okay, take care. Bye bye. Okay, bye bye.
11:00