V2 Rubric Detail — 06a7e76a-7989-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 22:21
Duration
33m 49s
Contact
Jacob Poleyeff
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136092
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Child Node Got Disconnected from the Network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+19.8)

V2 Grader Summary

The agent successfully resolved the mesh node issue through reset, 5-press pairing, relocation, and signal verification, resulting in solid white LED and -62 dBm signal. While T3 is Partially Met due to an inaccurate reset procedure description for the MX6200, all other indicators were met, including resolution, troubleshooting, ownership, communication, and empathy. No escalation was needed or warranted.

V1 Case Analysis

Customer reported one MX6200 mesh node stuck red and not pairing. Performed factory reset, 5‑press pairing, relocated node, verified solid white status and signal strength (~‑62 dBm). Issue appears resolved; monitor for 8 h.

Troubleshooting Steps
  • Hard reset of the non‑working node via reset button.
  • Performed 5‑press pairing on the parent node.
  • Monitored LED status until solid white confirmed.
  • Relocated node and verified signal strength (~‑62 dBm) in the app.
Key Observations
  • Agent incorrectly identified the model as MX2000 instead of MX6200 at [09:00], which is a serious protocol error.
  • Warranty status was never confirmed; only inferred from customer statements.
  • Agent correctly applied the 5‑press pairing method, which is supported for MX6200 per universal_5press_models.md.
  • Agent accurately interpreted LED states and signal strength thresholds, advising relocation based on -62 dBm being acceptable.
Positive Highlights
  • Empathetic opening and acknowledgment of the customer's frustration at [06:00].
  • Clear step‑by‑step guidance for reset and 5‑press pairing with correct timing instructions.
  • Verified signal strength and confirmed node status before ending the call.
  • Correctly advised monitoring for 8 hours to confirm stability, setting appropriate expectations.
Agent Errors / Gaps
  • Incorrectly stated model number as MX2000 instead of MX6200 at [09:00], which could lead to incorrect troubleshooting guidance.
  • Did not verify warranty status or perform a warranty lookup despite customer warranty eligibility being relevant to support path.
  • Used non-standard term "FirePress method" at [15:00] which may confuse customer, though the procedure was correctly described.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed solid white LED and signal strength of -62 dBm, stating customer can now reconnect devices.
R2 Met Diagnostic thoroughness conf 97%
Agent guided factory reset, 5-press pairing, relocation, and signal verification via app — relevant and sequenced troubleshooting.
R3 Met Correct resolution path conf 96%
Agent pursued best-effort troubleshooting for OOW-mentioned device without dismissal, matching issue to resolution path.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified red LED symptom, asked about distance, verified parent node status, and logically pursued recovery steps.
T2 Met Appropriate tools / resources used conf 95%
Agent used Linksys app (via customer) to check signal strength — appropriate tool for mesh diagnostics — and offered to email steps.
T3 Partially Met No misinformation conf 95%
Agent described reset LED sequence as bright red → pulses → bright red flash, which applies to SPNMx42 series, not MX6200 per universal_factory_reset.md.
Communication
C1 Met Clear & professional language conf 96%
Agent framed call, gathered info, maintained focus, and guided multi-step process without losing direction.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated instructions, checked understanding, and adapted to customer’s urgency and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case end-to-end, performed all steps, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 96%
Agent set clear next steps: observe 8 hours, call back if issue recurs — realistic and actionable.
O3 Met Closure confirmation conf 95%
Agent confirmed this was a different issue from prior setup call and did not re-ask known information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as issue was resolved on call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent acknowledged customer’s panic about wife’s work, remained patient, and closed with empathy and professionalism.
X2 Met Tone & rapport conf 95%
Agent matched customer’s tone, responded to urgency, and maintained engagement throughout troubleshooting.
X3 Met Overall experience conf 94%
Agent reduced effort by offering to email steps and avoided unnecessary repetition or holds.
Call Transcript55 turns · 58 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Yeah. I may not have to, but there's a chance I might have to reset the router. So in case it happens, let me, you know, we'll come back. [silence] Yeah. Hi, good evening. My name is Jacob Polly, yes. How are you? Great. Yeah, doing good, thank you. Um, um, seem to have like a little problem. Um, we have a fairly new uh, Lynxus, um, I'm pretty sure we're in the warranty and all that. Um,
04:00
Speaker 2
welcome to List's technical support. My name is Donna. How may I help you today? [silence] Hello, Jacob. I'm doing fine. Thank you for asking. How about you? [silence]
05:00
Speaker 1
Linksys, uh houses, I think we ordered three of them. Um, and they were working great in our house. Um until one decided that it wanted to go red. And I had done all the different things I, you know, unplugged it andplugged it and reset it and reset the whole system. Did all this stuff. And, um and the, you know, when the when I reset the whole system, you know, the system, you know, blanked out and then it started up again and sure enough, the uh the two reliable towers went uh went white. Um, but this one continued to stay red. I brought it over to the to the mama system, you know, the tower, you know, to get reset and it just does not want to cooperate. I just can't get it to connect anymore.
06:00
Speaker 2
Mm-hmm Mm-hmm Mm-hmm Mm-hmm Thank you for being so honest with me, Jacob. I appreciate you bringing this to
06:00
Speaker 1
Thank you. Okay, great. Mm-hmm. Okay. Okay. No, it's not the first time because when I originally bought these, I called to set them up. So, you should, you know, I mean, your system, all your service numbers and everything. Okay. Sure, take time.
07:00
Speaker 2
Before we proceed, I just need to gather some information to properly document your record with us. This will help us easily retrieve your details during future contacts and we'll only need to update them. If necessary. By the way, is this your first time calling? Unhuh. I see. I see. So let me check if I can find your record in the system. One moment, please. All right. Okay, I found it. Please give me two to three minutes. Okay, cool.
07:00
Speaker 1
This is a totally different concern. This is something where one of the towers just seems to not want to connect anymore. Yes. Yes, it is. Yes. Yes. That's right. Yes, that would be great. Yes. Thank you.
08:00
Speaker 2
By the way, you're not contacting us for the same concern, right? [silence] It's a different concern. [silence] Okay, understand. [silence] So your first name and last name is Jacob Poliaf. [silence] Is this correct? And then your email address is Ayank831@awell.com. Okay. And your phone number is 201-218-1954. Is this right? And is this the best number to call you back in case the call get disconnected? Okay, thank you. I'll let me check. [silence] So your internet service provider is Verizon, right?
08:00
Speaker 1
United States. Correct. No, it, it, No. No, that's not right. Uh, MX 6200, 6200. Yes. Uh-huh. Eight eight seven. Correct. Mm-hmm. Yes. Let me go, I have my uh app open here. The one that does not work is, um, here's the link. Yeah, I called it Lynxus 04520. I'm not sure. Oh, that's the, I see, it's the last five digits. Okay. So, it's
09:00
Speaker 2
and you're based in the United States. The model number of your product is M X 2,000 with a serial number of 58WMX6200 NMX6200 and the serial number of the parent node is 58W1M2A11887. That's right. So may I also have the serial number of the non-working node? Thanks.
09:00
Speaker 1
five, eight, W one, zero, M that's in Mary, okay? two, four E as in Edward, 0, 4, 5, 2, 0. At this moment, it is about two feet away, about one meter. No, that's why I contacted you. [silence]
10:00
Speaker 2
Is that 8, W 10, M? Okay. Okay, thank you so much. So, this real number is 58 W 10 M 24 E 04 5 2 0. Is that right? Okay, thank you. By the way, how far or how close is the non-working child node from the parent node at this moment? Okay. So that's - Okay, that's a good distance. Were you able to reset the child node before contacting us? Oh, okay. Alright, please - Okay, please reset the child
10:00
Speaker 1
Okay. okay. okay, so hold the read. Hold the read. yes. approximately what? oh, okay. alright. So I have to wait until it goes off. Is that what you're saying? okay. alright. here we go. alright, I'm pressing it. Okay, went off, now it's flashing. flashing blue and green.
11:00
Speaker 2
To reset, push and hold the reset button on the bottom of the device. The light on the top of the node will flash bright red, then it will dim in three pulses followed by one final bright red flash. After that, the light will turn off. You can then release the reset button once the light will turn off.
11:00
Speaker 1
It's red flashing red, um. Is it now? Okay, I don't see anything not. Oh, no, it's now it's blue. Okay. Now it's just solid blue. Should I should I release it? Oh, now it's off. Now it's blue. Now release the reset button. Okay. Okay. It's uh. All right, well, it's blinking. Now. Blinking blue. Oh, boy.
12:00
Speaker 2
Okay. Yeah, please release the reset button. And then okay. Okay, release. Release the reset button and then wait for the power light to turn solid blue again. It is an indication that the jail node is ready for setup. [silence] By the way, this process may take four to six minutes.
12:00
Speaker 1
Okay. Still blinking blue. Yes. Well, I shouldn't say that. I don't know. I don't know. I mean, the the parent one is white, and then um,
13:00
Speaker 2
let's wait for it to turn solid. while waiting i know the current led status of the parent node and the other child node. are they solid white right now? okay that's good.
13:00
Speaker 1
The child. Let's take a look here. I'm just going to go to the other room. Uh. Let's see. The child is also white? Okay. Yes, they are. Alright. Let's see what's going on over there. I'm going back now to the other node. No problem. And this one, is it solid blue? It looks like - yes, it looks like it's now solid blue. It's not blinking anymore. Yeah, they are. [silence]
14:00
Speaker 2
OK. That's good. So the connection on both the parent node and the other child node are stable, right? OK, that's good. So only one child node is not working. Thank you. We thank you so much for checking. OK. All right, that's great. So now let's connect the child node to the known.
14:00
Speaker 1
five press. Yeah, I think so. That's when you reset the whole thing, right? Okay. Okay. Oh. Oh, okay. Okay. Okay. Okay. It's like boom, boom, boom, boom, boom, right? Okay. Let's see. Okay. Here we go. We're going to give it a try. Ready? Here we go. Chris.
15:00
Speaker 2
Have you tried a 5-press pairing method before? Yeah. Not really. What this process will be done on the parent's note. Say this is how this FirePress method will be performed, press the reset button at the bottom of the parent node five times within five seconds. Do not hold the reset button or you may end up resetting the parent notes. Okay. Just press it five times like you are pressing a light switch within five seconds. Yeah, exactly. This is the easiest and the fastest way of connecting the child node to the network. Yeah. Okay, you are ready. All right.
15:00
Speaker 1
[silence] press, press, press, press. Okay. N: Now we have - Okay, it started blinking uh yes, it's blinking blue now. N: Meanwhile, the parent node is fine. N: Yeah, the parent node is still white, so that's good. N: Uh so this one is blinking blue. Okay, I see it now blinking white. Blinking white now.
16:00
Speaker 2
great okay now uh you you only uh perform this in the parent node, right? Good. Let me know once the LED status of the child node starts blinking. Mm-hmm. Good. Perfect. The light on top of every Mm. Okay. Uh the the light on top of Good. The light on top uh on top of the child node will start flashing and then display a sequence of color changes, okay? Nice follow. Okay. All right, so this process may take four to six minutes once the
16:00
Speaker 1
OTTO: Okay. Okay. All right. OTTO: So, so in order that I don't ever call again, you know, for the same thing, you know, I just want to kind of document why - why - why while it's still blinking, I want to document what it is that we did. So, the first thing we did was, we reset for a long time, we set for for like 20 seconds or so, you the um, child node until the power light went off. Um, And that was the child node. We waited for the child node to go blue, solid blue.
17:00
Speaker 2
when the child node is connected to the network, the led status will change to solid white. Okay. Yeah. Yeah. Yes, you reset it. Oh, Yeah. Until the power light went off. Oh, No. Hm. Yes.
17:00
Speaker 1
child, node, solid blue. Okay, we did five press, five, press reset, on parent, node, and now we're waiting for the child node, to, do something. And right now, we're still blinking, white. Oh, great. That, would be excellent. Okay, great. You have the email? Yes, you, you mentioned the email address, so you know, that. Okay. All right, very good. So, we're still blinking, white, here.
18:00
Speaker 2
correct by the way I can also email you the articles so you can save it for future reference yeah I can email it I can email you the steps after our call okay yeah thank you thank you so much yeah I got your email by the way do you want me to include anything else in the email or
18:00
Speaker 1
No, no, no, no, no. Parent nose. Okay. So right now, it is no longer blinking white, it is regular white. Okay? It looks like it's solid white. Now, the one thing I wanted to mention was that yesterday, I don't know what I was doing. I wasn't doing exactly this. I think I was resetting the whole system. I think I, you know, unplugged the parent node and plugged it back in and reset the whole thing with the with the reset button and everything. And they, the parent node and the good child node went white. This one was white for a little bit and then turned red. But right now, it looks like it's staying white.
19:00
Speaker 2
Did not perform 5-press pairing on the child node right? Yeah, correct. That's okay. You're on the right track. Oh, that's good. It's solid right, right? Okay. Yes.
19:00
Speaker 1
this may actually work yeah white white white okay okay okay we will do that so I'm taking the I'm unplugging it okay I'm gonna bring it to the desired location minute
20:00
Speaker 2
Yeah, that's great. It appears that the connection yesterday was not successful. So now, we are now ready to relocate the child node to your desired location. Please move it to your desired location. And then, once you move it, let's go back to the Linksys app so we can check the signal strength and the network administration section, okay? All right.
20:00
Speaker 1
Okay. All right, I am plugging it in. Let's see what happens now. Now it's blue. Now it's now it is blinking blue. Yes, now it's blinking blue. Is this a four to six minutes again? Or. Alright. Oh three minutes. Okay. Alright.
21:00
Speaker 2
Okay. Mm-hmm. It's blinking blue right now. OK. Yeah, let's wait for about 4 to 6 minutes or 3 minutes for the child node to connect to the network again.
21:00
Speaker 1
So what was your name again? Don. Don, that's right. Yes, yes. So I really appreciate your time, Don. This is really, really helped my. Not at all. My wife, uh has my wife has is a psychologist, so she sees clients, you know, remotely on her on her computer. And so, so when she was saying, Oh, I have no connection. That was a real panic. What I had to do was I had to uh, cuz my in my office is the um, is the parent road. So as soon as she said that I had to I had to, you know, get myself out of my own office because she was coming up to to have the client because she's she's the one, you know, she's the one who needs it. So, um, so it was really a panic. I mean, she came up and I had to scramble out of the office. So. So, having an operating build-up system will be very, very helpful. Anyway, we're still blinking. Still blinking blue. So, what does what what is that doing? It's trying to find another uh uh Note. to the parent node. Okay, actually we we I don't think it's going to I don't think it's going to to the other child node. That's what I think. Anyway, it is now white now white. Yes, solid white. Yes, ma'am. Okay. Okay. Okay. So, let me go now.
22:00
Speaker 2
I'm really, glad you contact us. That's true. Okay, so let's wait for it to turn solid white. Yeah. Actually, it's trying to reconnect to the parent node. It's trying to reconnect to the parent node. Or yeah, or to the other child node. Yeah. Wow. So it's, is it solid right now? That's good. So we can check the Linuas app to make sure that it's getting a great signal from the upstream node or from the other child nodes. Can you go to the network and [ silence ]
23:00
Speaker 1
[silence]
24:00
Speaker 2
Administration tab are you, by the way, you still links this app now open. Okay, please do. All right. menu bar and go to network administration. Yeah. And then tap the child nodes that you just connected to the network. You can also tap both child nodes and then let me know the signal strength of both child nodes. Okay. That's the grade. Oh, okay. So, let me set your expectations.
24:00
Speaker 1
I don't speak Russian.
25:00
Speaker 2
So it means that that child node is getting a poor signal from the other child node, so you have to move it a little bit closer until it will get at least -61 to -70 dBm signal strength. So it would be so -70 dBm. Yes, so -70. So in between that signal strength, then the child node will have a better signal. Because if it will get a negative 71 to negative 80 signal strength, the connection will become unstable and so that child node will keep disconnecting disconnecting from the network. So you have to find another location where it can get at least -70 dBm signal strength so the connection will become stable and you don't have to reconnect it to the parent node each time.
25:00
Speaker 1
Hmm, okay, so, huh, all right, so I'm going to move it closer. The problem is that that when I, Oh, oh, okay. Oh, okay. So I have to move it, don't I have to move the the the problematic node, that the the one I just plugged in. Don't I have to move it closer to the child, to the other child node? I do. Well, I know, but I'm not sure how to do that. Let me see. I mean, I I could. Okay, the reason why it's a problem is because the closer I move it to the first child node, the further away I move it from the office. So I'm just trying to think [silence]
26:00
Speaker 2
Yeah. Not really close, not really close, but just, um, just play around in that location until you can see a signal strength change from negative 71 to negative 70 or a negative 69. Yeah. Yeah. Yeah, but not really close, just enough that it will get a good signal.
26:00
Speaker 1
yo, give a wave. [silence] I mean, I guess I could put it up here. Let me try putting it up on the she's downstairs and I am like should we have a, you know, just a one one one floor house, but with a basement and her office is in the basement. So I'm going to move it going to move it upstairs right near the stairs. Let me see if that works. And then I'll come down here and I'll see what the signal strength is. How about that? Got it? All right, I took it out and I'm carrying it upstairs. Let's see if this works. I hope this works. Otherwise I think I'm going to need another note. [silence] All right. All right, that's uh, that's a pretty big house. Okay, let's see.
27:00
Speaker 2
Okay, okay, all right. Thank you so much.
27:00
Speaker 1
Just plugged it in upstairs. Got the same thing, we have the solid blue. Now we have the, what do we have now? We have blingy blue. Turns white. Okay. And then what I'll do is I'll give you the signal reading. And then I'll go downstairs and see, like you know, I'm on, I'm currently on Wi-Fi on this call. I'm going to see how my phone reacts to [silence] like right now it's very strong. Like up here it's very strong. It's a six. It's a 6, 6 or something like that. and then that's a very strong phone signal. So uh, I'll so the first thing I'll do is I'll, I'll see how the signal strength is on the app and then I'll go downstairs and I'll look at my phone to see if that's still the strong signal as well. We'll see. Uh, okay, let's see. and it's still it's still blinking blue.
28:00
Speaker 2
Okay, yeah, correct. Mm hm. Is it? Mm hm. Yeah. Yes, correct.
29:00
Speaker 1
Okay, looks like we're alive. All right. Yeah, let's see. Uh, weird. Okay. There we go. Okay. All right. Looks like
30:00
Speaker 2
Okay, that's great. Now, you can try... You can check the languages app again. [silence]
30:00
Speaker 1
Okay. This is looking. Let's see. The first one is 57. Again, that's the first child node. second child node, 62. So, that's a little better, right? Yeah. It's one thing. Good. Good. Good. Good. Even though the little bars only show me three bars. But he's saying 62. 62 is good? 62. Okay. Okay. So, now, I'm going to go downstairs. Let me just go downstairs. Okay, so over here, I have a nice strong phone signal. Okay, let's see what happens when I go down.
31:00
Speaker 2
Yeah, that's a little better. Negative 62 DBm is actually a strong signal strength. Congratulations. Is it showing three marks now? Yeah, negative 62 DBm is good. Okay. You can now reconnect your devices now.
31:00
Speaker 1
Dundant your office if the phone signal gets any weaker. I hope not. OK. Nope, still give me a six. I think it's good. I think so. Three, three bars. Is that what I had before? I don't remember. Okay, let's see. It's still minus 62. Yeah. Everything looks, everything looks good. I think. I mean, I, you know, I, I guess, I guess I'll never know until she actually comes down here and plugs it in and gives it a try. Oh, there's the fourth bar right there. Okay. Oh, it's between three and four. Okay. All right. So, yeah, I think it should be all right. It should be all right.
32:00
Speaker 2
Okay. Is it good now? Yeah. Is it? Okay. And can you also check if this? That's good. That's a good signal. Good signal. Wow. That's perfect.
32:00
Speaker 1
I'll just, uh, yeah, we'll, we'll, we'll, we'll, we'll, but now I, but at least now the other one is in play. So now I know, you know, it's connectable. So, you know, if, if it's a problem, we'll, we'll try it out. 45 20 is minus 62. That's pretty good. Yeah. Okay. Okay. Okay, will do. All right. Thank you very much, Donna. I appreciate your help today. Okay, take care. You too. Bye-bye.
33:00
Speaker 2
Congratulations. Yeah. Yeah please. Yeah, that's pretty good. Just observe the connection within eight hours if the issue occurs again, please contact us back okay. Alright. thank you so much for your time. Once again, my name is Donat. Have a great day. Bye bye.
33:00