V2 Rubric Detail — 13c4f408-60e6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 13:54
Duration
19m 17s
Contact
Ramesh Gupal
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132404
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.81/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall66.7% (+6.7)

V2 Grader Summary

While the immediate node pairing succeeded, the agent failed to address the critical incompatibility between the SPNM60 and MX6200 nodes — a known limitation per KB documentation. This omission constitutes a material technical inaccuracy and prevents full resolution, as future issues are likely. The outcome is therefore downgraded to Partial Resolution.

V1 Case Analysis

Customer unable to add MX6200 child node (solid red). Performed factory reset, verified solid blue, added via web UI; node now online. Customer to add remaining nodes independently.

Troubleshooting Steps
  • Factory reset of the child node (20-second button hold)
  • Verified node LED changed to solid blue (ready for setup)
  • Guided customer through Add Node workflow in the web UI
  • Confirmed node appeared as online in the admin page
Key Observations
  • Agent collected contact details but struggled with clear model/serial identification.
  • Agent did not verify upstream internet connectivity or perform a power-cycle before node addition.
  • Customer’s compatibility question (old vs. new devices) was left unanswered.
  • Agent provided a ticket number and offered email follow-up, giving the customer a self-help path.
Positive Highlights
  • Collected full name, email, and contact information.
  • Correctly identified that a solid blue LED indicates the node is ready for setup.
  • Successfully added the node via the web UI after factory reset.
  • Provided a ticket number for future reference and offered to email instructions.
Agent Errors / Gaps
  • Did not follow standard troubleshooting flow (no internet check, no power-cycle guidance).
  • Confused model numbers initially (referred to SPNM60) and serial numbers, leading to unclear documentation.
  • Failed to address the customer's compatibility concern.
  • Long silences and repeated information requests reduced efficiency.
  • Did not confirm child node model/serial clearly before proceeding.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the node successfully appeared online: 'It finally came up on the website... I'll start working through all the others now.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided reset and web UI add process but did not verify WAN/internet status on parent, check for compatibility, or suggest alternative pairing methods like 5-press despite web UI failure.
R3 Not Met Correct resolution path conf 93%
Customer explicitly asked about compatibility of mixed devices; agent ignored this critical concern despite MX6200 and SPNM60 being incompatible per KB velop_mesh_compatibility.md.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified solid red LED but did not ask about internet connectivity, firmware versions, or confirm parent node health before troubleshooting child.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly directed use of web UI (http://192.168.1.1) to add node, which is appropriate for MX6200 series.
T3 Not Met No misinformation conf 96%
Agent failed to inform customer that SPNM60 and MX6200 are incompatible — a material technical inaccuracy per KB velop_mesh_compatibility.md, risking future failures.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent maintained basic control but had long silences, repeated requests for serial numbers, and did not proactively summarize steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear language but did not adapt to customer’s confusion about multiple nodes or confirm understanding of compatibility risks.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case end-to-end, collected all required details, and provided ticket number without transferring.
O2 Met Proactive follow-through conf 92%
Agent gave clear next steps: reset node, verify solid blue, use web UI, wait, and call back if needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 88%
No escalation needed — issue was resolved within L1 scope and did not require engineering or management intervention.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed gratitude ('thank you for patiently waiting') and maintained courteous tone throughout.
X2 Met Tone & rapport conf 87%
Agent matched customer’s pace, allowed time for resets, and responded appropriately to updates.
X3 Partially Met Overall experience conf 81%
Agent asked for serial numbers multiple times despite prior provision, increasing customer effort unnecessarily.
Call Transcript22 turns · 25 lines
Speaker 1
Hello [silence] Hello Hello Hello there. I'll I've got a new hub that's arrived through my broadband provider in the UK. Um I'm trying to connect my other Linksys hubs to them. I've reif reset or trying to reset all of them so that they'll work. But I've had a few issues. I'm doing it all by the web app rather than my mobile phone. Um so the first node that I'm trying to connect. I've tried to do a factory reset and I've gone to the website. I've done add node, but nothing's happening. All I'm getting is a solid red um light on the top of my like child node. When I hit like, add node, it just basically, it's been like, it's, it's still like 15, 20 minutes, and it just it doesn't seem to find that node. Uh, that's right. Yes. Yes, the parent one is fine. That's all good. It's literally, it's right next to it. Like, a few centimeters. Uh, before adding it, it was, um, well, when I turned it on, it was flashing, I think it was flashing white or flashing think flashing blue. Then I did a factory reset by holding the button down for about 20 seconds. Then it was flashing again. And then I've gone through the p
00:00
Speaker 2
I see. Okay. You're trying to add this node using the web UI, right? Okay, so just to confirm, sir, your parent node is up and running. It's working already. Okay. Okay, and where is this node shared when you tried to add it? Okay, and what was the light before you tried adding this? Mm-hmm.
01:00
Speaker 1
pairing modes on the website and for the last five, 10 minutes the nodes just like flashing red. And not flashing red, sorry just just stay in red, solid red, sorry. I'm just going to have to go get it my which one the the the parent or the child. Okay, find the parent model is SPLM60. Yeah. The serial number is Um LK60TB5Q26018817.
02:00
Speaker 2
I see. So it okay. Got it. Sir. So, yep, before we proceed with the troubleshooting, sir, might I have first the serial number of your LinQC's device, please? Uh, the parent, sir. Let me start with the parent node. Uh-huh. Okay. How about the serial number, sir? [silence]
02:00
Speaker 1
Yes, that's right. [silence] That's right. [silence] The model number for that is MX [silence] 6200. [silence] Yes. [silence] Yes. [silence] Yes [silence] serial number is 58. [silence]
03:00
Speaker 2
This is the serial number sure? Of course, be an 60. Okay, let me just recheck that one sure. Oh, your internet provider shares to. Okay, got it. Thank you. Okay. And the child node that you're trying to add sure. What is the model number? MX 6200 and this was purchased from Amazon. From Amazon. Okay. Okay, so I'm still checking on the exact unit sure. May also have the serial number of the child node sure that you're trying to add.
03:00
Speaker 1
W. 1 0 m 2. I've got a few other notes of one two three four five five other nodes to connect so it's solid red. Yes. Yeah 07 965.
04:00
Speaker 2
uh huh uh okay let me just check on the exact you know okay um uh huh uh huh uh oh solid red okay so and it's right next to the main uh buzzer right okay so yesterday before we proceed and adding this node um I have first your phone number in case you get disconnected
04:00
Speaker 1
46280 Ramesh Gopal the Esh Gopal Ramm1 at ME.com that's right [silence]
05:00
Speaker 2
Okay, and how about your first and last name, sir? Ramesh, R-A-M-E-S-H. E-S-H. Okay. And your last name, sir, is? Goopal. Got it. Thank you. How about uh your email address, sir? Ram number 1 @ME.com. Okay. So for this unit, sir, uh the light on the top of this node should be solid blue if it's ready for set up. So can you do another [silence]
05:00
Speaker 1
[silence] Okay, let me just, uh, so I've got, um, the main one which is connected is fine, I've got the one that we've just tried to do, uh, I've got one, two, three, four, five, yes, uh, so, so in total, one, two, three, four, five, six, seven total, sorry. Yep, and six, and six, two child. Okay, so it's still flashing. [silence]
06:00
Speaker 2
How many nodes you have in total? 5 nodes. That includes the parent or not yet? 7 nodes. Okay, 1 parent, the one that we're trying to add and 5 more. Okay, got it. Okay. Okay. Yes, sir. Okay. So just let me know if it's already on study blue, sir. Okay? [silence]
07:00
Speaker 1
Okay, it's a solid blue now. And then hit try again. Hold on. Yep. Yep. And then hit next. Okay. So I've hit that. It says searching for node. Watch the node lights to change.
08:00
Speaker 2
Okay. Okay so since we're now ready for the setup, sir, uh kindly go back to the web interface, No, sir. Go to set up on your product. That will be on the menu bar. Yes. Mm, OK. You are? off. Thank you.
08:00
Speaker 1
the parent node and the child node are flashing white. It says on the website, onboarding nodes, bringing your nodes online. So just waiting. Yeah. signal noises yeah Hello? uh yep I can do that. Let me I
10:00
Speaker 2
We can add those at the same time. so, yes. Okay.
10:00
Speaker 1
Speaker 1
11:00
Speaker 2
Oh, yes, just a model number sure will do. Okay, so this was also added before sure as a child node. Okay. Yes, yes, sure. Plug it right next to the main main node sure. While we wait sure while you do the reset of the other node while we wait for three to five minutes, can I place this colon holder for just two So for minutes. Yes, yes, sir. Thank you. Be right back. So stay on the line, okay? Thank you.
11:00
Speaker 1
Yeah, there. So the two of, I've got one that's connected, so that's great. Um, it finally came up on the website. So I'm just going to start literally working through all the others now. Uh, and hopefully that should be okay. The other nodes that I've got, um, I'm assuming that all your Linksys devices are compatible with one another, no matter how old they are, right? Okay, fine. So then that should make things a lot easier. Okay, I'll start powering through, work through one by one, and then if I have any issues, I'll give you guys a call back. Uh, yeah, have you, can you email that to me? Yeah, email it to me, that'll make things.
18:00
Speaker 2
hello sir hi sir thank you so much for patiently waiting sir so how is it uh how is the first note okay okay yes yes yes sir oh yes sir how about this i'll provide your ticket number for your reference in case you need to call us back yes yes i can do that sir
18:00
Speaker 1
Things a little bit easier. And then that way if I call back, I can give you that one code. Brilliant. Thanks very much. You too, bye.
19:00
Speaker 2
uh. Okay. Yes. Yes, sir. Okay. You can call us back. We're up until 9 p.m. sir. Okay. You're welcome, sir. Have a good day and stay safe. Bye-bye, sir.
19:00