V2 Rubric Detail — 0f5560da-6e6d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:03
Duration
17m 26s
Contact
Kate Bernard
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00112431
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall51.5% (+29.5)

V2 Grader Summary

The agent applied the correct 5-press method for the MX2000 model but failed to verify node addition via dashboard and incorrectly interpreted solid blue LEDs as 'set up' when KB states solid white is required. Customer effort was increased by unnecessary data collection, and resolution was not confirmed, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to add child nodes to MX2000 mesh; agent performed 5-press reset incorrectly and provided false information about reset behavior. No resolution achieved; call ended without clear next steps.

Troubleshooting Steps
  • Collected model (MX2000) and serial number (04569).
  • Instructed customer to cancel the Linksys app.
  • Guided customer through a 5-press reset on the parent node (incorrectly described and applied).
  • Asked customer to verify device LEDs and connectivity.
Key Observations
  • Agent incorrectly described the 5-press method as 'press release press release' within five seconds, which contradicts the documented '5 quick presses within 3 seconds' procedure.
  • Agent falsely claimed that the 5-press reset 'doesn't remove any settings,' which is misleading and technically inaccurate in context — while it's true that 5-press is not a factory reset, the agent presented it as a generic reset without clarifying it's a pairing method.
  • Agent incorrectly interpreted solid blue LED state as confirmation that nodes were already set up, when for MX2000, solid blue means ready for pairing, not already paired.
  • Agent failed to verify that child nodes entered pairing mode (blinking white) or successfully joined (solid white) after the 5-press procedure.
  • Agent did not guide the customer to use the web UI (192.168.1.1 or myrouter.local) to check node status or complete setup, which is a standard troubleshooting step.
  • Agent ended the call without confirming resolution or providing a clear next step, only offering the customer's phone number as a ticket reference.
  • Excessive and unnecessary collection of personal information (phone, email) not required for the issue.
Positive Highlights
  • Agent asked for model and serial number, which is correct protocol [01:00].
  • Agent attempted to use a documented method (5-press) appropriate for MX2000, though it was misapplied [05:00].
  • Agent maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Incorrectly described the 5-press method as 'press release press release' within five seconds [05:00], contradicting the documented '5 quick presses within 3 seconds' procedure.
  • Falsely claimed that the 5-press reset 'doesn't remove any settings' [09:00], which is misleading and technically inaccurate in context — while it's true that 5-press is not a factory reset, the agent presented it as a generic reset without clarifying it's a pairing method.
  • Incorrectly interpreted solid blue LED state as confirmation that nodes were already set up [09:00], when for MX2000, solid blue means ready for pairing, not already paired.
  • Failed to verify that child nodes entered pairing mode (blinking white) or successfully joined (solid white) after the 5-press procedure.
  • Did not guide the customer to use the web UI (192.168.1.1 or myrouter.local) to check node status or complete setup, which is a standard troubleshooting step.
  • Ended the call without confirming resolution or providing a clear next step, only offering the customer's phone number as a ticket reference [16:00].
  • Excessive and unnecessary collection of personal information (phone, email) not required for the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed child nodes were added; customer asked if reset erased settings and remained uncertain about network status.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed 5-press reset and checked LED states, but did not verify node addition via web UI or try alternative methods like Ethernet backhaul.
R3 Partially Met Correct resolution path conf 90%
Agent used 5-press method which is valid for MX2000, but did not confirm if child nodes were previously used or needed factory reset, nor explored fallback options when pairing failed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (stuck on adding child nodes) and checked LED colors, but failed to ask about firmware, prior resets, or check dashboard for node detection.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (e.g., remote session, logs) were required; agent used correct physical method (5-press) appropriate for MX2000 model.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated solid blue lights mean nodes are already set up; per KB, solid blue on MX2000 means ready to pair, not online — solid white indicates online.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent gave steps but lost control during repeated personal info collection and unclear transitions; call ended abruptly without confirmation.
C2 Met Confirmed understanding conf 95%
Agent adapted instructions by asking device type (iPhone/Android) and guiding accordingly through Wi-Fi settings.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and attempted troubleshooting without deflection.
O2 Partially Met Proactive follow-through conf 90%
Agent instructed to relocate nodes but gave no timeline, follow-up plan, or verification step to confirm successful mesh integration.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on issue complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I'm sorry' but did not acknowledge customer frustration with setup failure or repeated effort.
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, used simple language, and confirmed connectivity on devices to assess progress.
X3 Not Met Overall experience conf 98%
Agent collected excessive personal data (name, phone, email) unrelated to technical issue, increasing customer effort unnecessarily.
Call Transcript24 turns · 28 lines
Speaker 1
I just, uh, got a, a Linksys, uh, Atlas 6, um, mesh router with a 3x3, uh, 3, 3, three things, and, um, I'm setting it up, and I, I,
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-wun for out of warranty products, paid support may be available depending on the issue. 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. Thank you for calling Linksys. This is Carol how may I help you? [silence] Mmm. [silence]
00:00
Speaker 1
I got to the software and it got everything going, but when it got to the adding child nodes, it didn't go on. I got all blue, solid blue lights on all three all three towers. But it just stuck on adding child nodes, it's not going to the next thing. [silence] Okay, you want the, I guess I'll give you the parents. It's it's it's M Mx 2000 50D as in Danny 10M as in man 26C at.
01:00
Speaker 2
Okay, probably sure it did not detect the child node. So, um, actually, we have another way to add, uh, a child node. So, sir, before we, um, continue, may I ask first, the model number and serial number of your Lennox device? Yes. Yeah, the model number of the parent and its serial number. How about your serial number? Uh-huh.
01:00
Speaker 1
in child 0 4 5 69 correct yeah I just gave you the one I set up as parent there's there's there's two other ones also
02:00
Speaker 2
OK, that's 5-0-D for David, 1-0-M for Mary, 2-6-C for Charlie, 0-4-5-6-9. All right, and you've got total of three of this, right? Uh-huh. OK. And who's your internet provider, sir? OK. All right, and can you have also your phone number? And how about your first name and last name? Again, K for Kate [silence] after from L L it's A for Apple, correct? okay. thank you. and how about your email address? alright, so what's the color of the, uh, parent node right now? the light on the parent node. okay. and again, this is the first time that you're going to set up this node. Uh-huh. and then, um, internet service provider again, is G tech, correct?
02:00
Speaker 1
Okay. [silence] Yeah, all solid blue. Okay. Okay. [silence] Hold on. I got to cancel the app. I guess I have to read. [silence] Let me see. I have to have to shut it down, I guess or um. [silence] So let me do that. I have to remove it. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only.
04:00
Speaker 2
Okay. All right. So since, um, like using the app, it did not, um, detect the notes here. So what we're going you know are three, the three nodes right now they're all, um, uh, blue, right? Okay. So, Sir, uh, um, just cancel the app, okay? And then once you cancel the app, um, the parent note, um, by the way, Sir, um, the three nodes, they're all in one place, right? Okay. Okay. Okay. i just cancel it just completely close it on your phone [silence] okay [silence] and then um... I enter the notes right now, they're on the same location, right? they're in one location [silence] okay, so on your parent node, sir on the parent node kindly uh locate the reset button okay all right um kindly press the reset button, sir five times within five seconds. it's like press release press release not too fast not too slow fast to press five times within five seconds
04:00
Speaker 1
Okay, okay, okay, okay, it went to, it went to blinking red and then went back to solid blue. No, it went back to solid blue. It was blinking then went back to solid blue. They're all solid blue. [silence]
06:00
Speaker 2
Not too slow. So five times in five seconds. Okay, let's just sit through that. The parent node is still blinking. How about the child node, sir?
06:00
Speaker 1
You want me to try to reset it again? Okay. Okay, now the parent node went to blinking purple. Now it went off. Oh, now it's back to solid blue. Yeah, they're all solid blue.
07:00
Speaker 2
you said, how about try again again, press the reset button five times within five seconds okay, okay um... right now um, sir, uh ... on your phone you say okay there's it all blue right okay on your phone
07:00
Speaker 1
It's an iPhone. okay. Hold on. Okay. Yeah, it's, it's coming up. It's coming up. The one I set up. G as in girl, G as in girl, net, an ET 2.5. No, I have, I haven't tried to connect it. Want me to try to connect it? Okay, I got to get the password on there. [silence]
08:00
Speaker 2
First of all, kindly go to, uh, this is an Iphone or an Android phone? All right. Kindly, um, tap on settings and then go to Wi-Fi. And then kindly, um, what's the name of your network right now? Okay. Can I connect? Is it connected to that network right now? Your phone? Okay. And then try to connect later and then check if you can access the internet after. [silence] Okay. Okay?
08:00
Speaker 1
They're connected. Yeah, I got, I got the radar screen. So yeah, so it's, it's connected. It's all set up. I want to, now, when I hit that. When I hit that reset button though, did it, did it get, it didn't get rid of everything I did? I guess not.
09:00
Speaker 2
I mean, I don't know. So, this you also have connected this thing, I mean, anything is possible. Why by first? It connected, check if it is able to like access the internet. Okay, so that means right now, sir, as I double check it here, your nodes are now set up. The lights are now blue. That means it's already um like set up, okay? Yes, sir. So if you're um, hmm, I mean, I don't know.
09:00
Speaker 1
Oh, oh. Oh, oh, oh, okay, there's a difference. Okay, okay. Okay. Yeah. Uh, I can, uh, my computer is hardware, I can uh bring up my laptop, I guess. Okay. Okay, hold on, I got to, I got to boot it up. Well I don't know, it's That's weird. Do you think the software got does the installation software got stuck?
10:00
Speaker 2
Um, no, I'm sorry. It did not. Um, you can only, um, like, um, remove all the settings once you press and hold it, the reset button. But the one that we did it, it doesn't, um, remove any settings. Hm. Yes. Okay. So try adding, um, what are the, um, devices that you're trying to connect right now? Is it like you have computers, you have other phones? And then try to connect if it's, um, able to connect and able to get online. Okay. Um, yes, sir.
10:00
Speaker 1
I will have to install it again, you think? Okay, hold on. No, I I probably wouldn't unless if it's working, I won't try to install it because I I can uh I got um a hard wire to the uh parent from the my one computer, and I need to get in there and change some settings. Okay, hold on. Okay, so there's Gina. I'm on the laptop. What my password? My password's a long password. I'm still putting it in. Okay, connected. [silence] Okay, hold on. I'll probably to bring up my browser. Yeah, I can bring up a a a a URL on the on my browser. Okay. Okay. Okay. Okay. Okay. Okay. I'm and go and then uh I can use uh I can go with the one that I have the hard wire the Ethernet hard wire from my computer and go and change some things using the one [silence]
11:00
Speaker 2
Check if it is online, sir. okay, that's good so both phones and laptops can go online, so the nodes right now, sir, let me now re locate the two child nodes, okay, um, you start with the nearest node and then the farthest node, okay, so you gonna unplug it and hmm
15:00
Speaker 1
[silence]
16:00
Speaker 2
you're welcome back if Philippines sir and Philippines uh-huh Philippines, sorry. and if you need the assistance yes sir yes and if you need assistance again in the future just give us a call dial the same [silence]
16:00
Speaker 1
Okay, so that's where you log... you log everything. Okay. Okay, well, thanks a lot. Okay. Okay, thanks. Bye.
17:00
Speaker 2
Can I have your number and use your phone number as your reference number, okay? Okay. Our ticket number yes, sir. You're welcome so thank you for calling links this is Carla. Goodbye for now. You're welcome.
17:00