V2 Rubric Detail — 0f635d2a-69e0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 00:04
Duration
15m 50s
Contact
Sean Young
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133694
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding CN

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+25.9)

V2 Grader Summary

The agent successfully resolved the issue using the correct 5-press method, resulting in the MR9600 appearing online in the app with valid IP and signal strength. Technical accuracy was slightly compromised by incorrect advice on node distance and LED interpretation. Communication lacked proactive empathy and engagement, but ownership and troubleshooting were sound, leading to a full resolution.

V1 Case Analysis

Added MR9600 node to MR7350 mesh using 5-press; node appeared in app but internet connectivity not verified.

Troubleshooting Steps
  • Verified MR9600 and MR7350 are compatible models.
  • Instructed customer to perform 5-press reset on parent MR7350.
  • Guided customer through LED status changes.
  • Confirmed node appeared in Linksys app with IP address.
Key Observations
  • Agent incorrectly instructed customer to keep child node 'at least five feet away' during 5-press pairing — contradicts KB guidance to place within 2–3 meters.
  • Agent misinterpreted LED behavior: dismissed erratic red/blue blinking as 'normal' when KB states this indicates pairing failure or weak signal.
  • Failed to verify internet connectivity on newly added node — critical validation step per KB troubleshooting flow.
  • Agent temporarily misidentified parent node as 'MR7450' during troubleshooting.
  • Customer showed confusion and disengagement toward call end due to unclear instructions.
Positive Highlights
  • Correctly identified MR9600 and MR7350 as compatible mesh nodes.
  • Used appropriate 5-press reset method on parent MR7350 for Intelligent Mesh pairing.
  • Successfully guided customer to point where node appeared in app with IP address — demonstrated core technical competence.
Agent Errors / Gaps
  • Instructed customer to keep child node 'at least five feet away' during 5-press pairing — contradicts KB guidance for close proximity.
  • Dismissed erratic LED cycling (red/blue/red) as 'normal' and 'takes time' — per KB this indicates pairing failure or weak signal.
  • Failed to verify internet connectivity on newly added node after it appeared in app — missed critical validation step.
  • Incorrectly referred to parent node as 'MR7450' at one point — showed lack of attention to detail.
  • Did not confirm wired backhaul establishment despite customer mentioning Cat5 cable — missed optimization opportunity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms node is visible in app with IP address and signal strength, indicating successful connection.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through LED observation, initiated 5-press pairing, and waited for node to stabilize — all relevant steps for node addition failure.
R3 Met Correct resolution path conf 95%
Correctly applied 5-press method for MR series mesh nodes; no inappropriate path taken given product compatibility and issue type.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified blinking purple/red LEDs as symptom, confirmed parent node functionality, and logically targeted pairing process as root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote session, logs) were necessary; agent used customer’s app observation — a valid and appropriate method to confirm node status.
T3 Partially Met No misinformation conf 85%
Correctly instructed 5-press on parent, but inaccurately stated solid red is 'normal' and advised 'at least five feet away' — contradicts KB guidance requiring close proximity (2–3 meters) for pairing.
Communication
C1 Partially Met Clear & professional language conf 80%
Maintained basic call flow but failed to frame the process, explain erratic LED behavior upfront, or manage multiple long silences effectively.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but did not adapt to customer’s repeated silences and confusion; missed opportunities to confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, and persisted until resolution was confirmed via app.
O2 Met Proactive follow-through conf 90%
Provided clear next steps (perform 5-press, wait 5–6 minutes) and set expectation that lights may behave erratically during pairing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper pairing procedure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but did not acknowledge customer frustration or repeated silences; empathy was generic, not personalized.
X2 Partially Met Tone & rapport conf 80%
Customer exhibited confusion and disengagement (long silences, repeated 'hello'), but agent did not adjust pace or check in to re-engage.
X3 Partially Met Overall experience conf 80%
Avoided requiring a computer, which reduced effort, but multiple unexplained silences and unclear distance guidance increased friction.
Call Transcript27 turns · 29 lines
Speaker 1
Yeah. Hey,. I just received a new MR 9600 router and I am trying to add it to my MR 73 50 router I understand they're both compatible is that correct yeah so I I went through the adding the node process and the light started blinking purple on the 90 600 and then it said there was a problem unplug it and plug it back up so I unplug it I plug it back up and now it is just blinking purple what should I do yeah yeah yeah 73 50 the router
00:00
Speaker 2
Yes, they should be both compatible. Okay. So you're trying to add this new node, which is 9600, is that the model number, MR9600? Okay. So you're trying to add it to your to your existing system. And the parent node that you have is, MR um, what's the model again? 7350.
01:00
Speaker 1
yeah. yes. yes. yes. yes. zero. just the router. just a router. should I hold? just one. just one. should I hold the reset button to start this from scratch? okay. it's blinking it's blinking purple.
02:00
Speaker 2
So your parent note is working just fine right? You're just trying to add that note okay alright sir so yeah I just pulled up your record this is Sean Yong right? And the email address is Haveyytuoutslook.com and uh, right now how many notes do you have in total including the new one? How many Linksys devices? [silence] no no, no need to sir. Since uh, the parent node is already working and the uh, as as you've mentioned, the MR9600 is now purple solid right? So that is ready for set up. It's blinking purple, it's not solid. hey it might already be connected through the parent that's all right
02:00
Speaker 1
[ silence ] [ silence ] [ silence ] [ silence ] should ask kids app and restart? [ silence ] [ silence ] okay greater [ silence ] it said ready the complete setup? No, quit setup, right? okay. [ silence ] I don't know. [ silence ] No computer available [ silence ] [ silence ] I'm using my iPhone, yeah. Ready to complete setup?
04:00
Speaker 2
Uh, you can close that up. Going to set it up. Yes. Will not use the linktest app. Um, we'll just to do a different way to set this up. Okay. Yes. Quick setup. Do you have any computer available? Any desktop or laptop? No computer available. What about the tablet? Are you using a tablet? Or your phone? Your iPhone? Okay. Alright, that's okay. Okay. So, right now, uh, can you tell me what's the LED indicator on the MR on your node?
04:00
Speaker 1
blinking blue. solid blue. it just when [silence] ninety six hundred just turned solid purple. yes. on the parent node [silence] can you hear? [silence]
05:00
Speaker 2
blinking blue? okay we'll wait for it to turn solid okay what about your mr-7450? what's the led indicator? okay okay let just let me know sir once the the child node or the uh the 9600 turned blue solid blue solid purple? okay all right so now let's just try to do this kindly go to your parent node okay now we will do a five press will for uh will perform a five press now to do the five presser kindly press the reset button five times do not press and hold it just press it once press it five times it's like press release on the
05:00
Speaker 1
Press it five times. and it's not gonna mess anything up? Okay. Yes, okay. 1, 2, 3, 4, 5. It keeps blinking red and blue when I was moving it. Right. 1, 2, 3, 4, 5. It just...
06:00
Speaker 2
Parent node. Yes. On the main one. The parent node is the one connected to your. No. Because we're adding the node. So just press it. Five times. Just make sure that the parent node is close to that MR 9600. So it should be at least five feet away. So, yeah. So make sure that you do the press release, press release, press release, and you do that five times on the parent node. The MR 7350. And,
06:00
Speaker 1
blinks it blinks red then blue then red then blue as I'm pressing it child and it is solid purple should I go to the add a new node on the app it said node like is solid but no not yet okay because I did I did I did I clicked it I clicked it and then it just says that we didn't find any nodes so now it's blinking red 9 9 9 600 and [silence] [silence]
07:00
Speaker 2
Okay. Can you check the child node if it's blinking? Mm, not yet. Okay, where, which one, which is blinking red? Okay. It's actually now trying to pair [silence]
07:00
Speaker 1
well now it's your comment blinking blue again all just want recommendation note a solid and a red blinking on the 9600 okay because the parent node is working internet is working so it should be functioning right I mean
08:00
Speaker 2
to the parent node. So we will wait for it, okay? It may take a while. Usually the the yes, it may take time, sir. So it may take three to four minutes before it can establish a connection from the parent node. What about the parent node lights? Okay, all right. That's okay. That's okay. It's still trying to yes, it should be able to add it. And this is a different way for us to add it, sir. It's a a quick and easiest way to add the node.
08:00
Speaker 1
Pressing the reset button five times, but the light was blinking like very randomly like it was like if it was working right. Like it went red and then blue and then Okay. Okay now blue solid 9600. Oh no no no no. Now it just started blinking again. It was solid for that a few seconds. Now it's blinking red again. No now it's solid red. Solid red. Solid red right now. Right now it's solid red. Now it's just gone to blue and it's blinking blue. And it goes back. Are you So
09:00
Speaker 2
[silence] Yes, that is normal. That's okay. Okay, it's now solid blue, okay. See that the the no changes. It's just solid red. Okay. Yes, normally, it really takes time for our uh for the configuration. Yes, it it takes uh five to six minutes. So the uh the lights are erratic.
09:00
Speaker 1
It'll work this way, it'll go red solid and then blue blink and then red blink, will it do that while it's programming or okay earth solid blue, right? And then on the app will it automatically detect the note? A solid blue.
10:00
Speaker 2
[KEEP_UNCERTAIN] Most of the time, most of the time, most of the time, but we need to wait for the light to turn solid. Yes, solid blue, it should be. Once it's online, yes, it should be able to detect it. Okay, is it still changing, I mean it's, is it still blinking, or if it's blinking, um solidar, yes, okay. Um, okay. Okay. So, I'm just going to walk you through what's happening here. Um, okay, as I said, we need to find the problems here. So, um, let's close this. If you can close this, okay, try another 48 and set off on a solid way. Okay. Okay. Try that.
10:00
Speaker 1
It's solid blue. Oh, and now I see it on the app. Um, it says the name is not the node or child node. Obviously, I can change that. It has a Wi-Fi bar, obviously, because it's not a cab-five connection. And how would I verify it's online? It says signal strength, minus 21 DBM. It does have an internal IP. It does have an internal IP, yes.
11:00
Speaker 2
It's now uh okay so you you see that on the app and is it it on online yes yes yes. And it should have an IP address you should be able to see the details in there. Yeah so definitely that node 9 600 is now connected to the parent node. So what we actually did Mr. Young was we did the pipe press it's a quick and uh quick and easy way to add the uh child node to your parent node.
11:00
Speaker 1
I do have a cat five coming out of the wall there? So I can unplug the power, and then take this with me. And it should be the same port on the back would be the upping link port, would it be port one? It's coming from the 7315, but I can't find it. Yeah, but I think it's always much more.
12:00
Speaker 2
Yes, definitely. Where's that cat five coming from? Because you can just plug in. Oh, you want to have this 7350 connected to the MR9600 with a cable? Because you can always connect it wirelessly, sir, without the Ethernet cable.
12:00
Speaker 1
I think it's much more effective with a piece of internet cable. Um, Exactly. So yeah, we need stable connection. I have ACAD5 already ran. Let me see here. Okay. So now, I have internet port. Should I use that one? [silence]
13:00
Speaker 2
Oh, yes. The connection is stable, of course. Hold on. That is a child node, right, so let me just verify that.
13:00
Speaker 1
Okay.
14:00
Speaker 2
Okay, it should be to the internet port of your uh child noteser of the 9600. Mhm. Yeah. Mhm. Mhm. Well uh, around uh, just uh, like uh, earlier, mmhm.
14:00
Speaker 1
okay. so it will broadcast, it'll broadcast the same SSID. correct. [silence] Hello? [silence] Hello? [silence] Hello? [silence] Ma'am. [silence] Hello? [silence] Hello? [silence] Hello? [silence].
15:00