V2 Rubric Detail — 1748a07e-70b9-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 17:12
Duration
22m 29s
Contact
Barbara Blakey
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+5.8)

V2 Grader Summary

The agent successfully restored internet connectivity by guiding a proper power-cycle sequence and verifying LED states and network function. However, a technical inaccuracy occurred when stating the parent MX6200 turned solid white — per the Cognitive Mesh KB, parent nodes show solid blue when online, not white. This undermines full technical accuracy (T3), preventing a 'Successful Resolution' classification despite functional recovery.

V1 Case Analysis

Customer reported solid red LEDs on MX6200 parent and child nodes (no internet). Agent guided full power-cycle of Comcast XB8T modem and both routers. Parent LED turned solid white, internet confirmed on phone and computer. Child node powered on and turned solid white. Issue resolved; follow-up email sent.

Troubleshooting Steps
  • Power-cycled Comcast XB8T modem and both Linksys MX6200 routers.
  • Observed LED state changes from red to white on parent and child nodes.
  • Verified internet connectivity on phone and home computer.
  • Confirmed child node online with solid white LED.
Key Observations
  • Agent did not explicitly request or confirm the product serial number (minor protocol miss).
  • Agent correctly identified the modem model (XB8T) through customer description, confirming upstream device context.
  • Agent followed the correct power-cycle sequence (modem first) and verified LED states per Cognitive Mesh Group A KB (led_cog_mesh_group_a.md).
  • Agent confirmed internet connectivity on multiple devices (phone and computer), ensuring resolution validation.
  • Agent sent a follow-up email with troubleshooting steps, enhancing customer self-help capability.
Positive Highlights
  • Correctly diagnosed solid red LED as 'No Internet' (Path A: No Internet) per Cognitive Mesh Group A KB.
  • Guided proper power-cycle sequence: modem first, then parent router, aligning with KB guidance.
  • Verified internet connectivity on both phone and computer, confirming resolution.
  • Confirmed child node successfully connected and showed solid white LED.
  • Sent a follow-up email with troubleshooting instructions for future reference.
Agent Errors / Gaps
  • Did not ask for or confirm the product serial number (minor protocol omission).
  • Did not explicitly verify the WAN cable connection between modem and router before power-cycling (minor protocol omission).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirmed internet was working on phone and computer; agent verified child node turned solid white and concluded 'Everything is now good. Your internet is now back up and running.'
R2 Met Diagnostic thoroughness conf 96%
Agent directed full power cycle sequence: modem first, then parent router, observed LED change from red to white, tested connectivity via phone, then powered child node and confirmed solid white — all aligned with KB Path C for MX6200.
R3 Met Correct resolution path conf 95%
Correctly applied 'No Internet (Red Solid)' path for Cognitive Mesh (Group A) — power-cycled modem first, waited for WAN link, then restarted routers; appropriate for in-warranty hardware with no permanent fault.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Identified symptom (solid red on both nodes), asked whether blinking or solid, confirmed recent outage, identified modem model (XB8T), and logically isolated issue to WAN connection via power-cycle test.
T2 Met Appropriate tools / resources used conf 95%
No remote tools needed; agent used correct KB-based procedure (power-cycle, observe LEDs, verify connectivity) that fully resolved the issue without requiring logs, dashboard access, or firmware checks.
T3 Partially Met No misinformation conf 88%
Incorrectly stated parent node turned 'white' — MX6200 parent should show solid blue when online, not white. White is for child nodes during pairing; solid white on parent is not a valid state per KB. This is a material technical error.
Communication
C1 Met Clear & professional language conf 94%
Framed troubleshooting steps clearly ('let’s start turning on the modem first'), maintained control despite customer digressions, and managed transitions between devices smoothly.
C2 Met Confirmed understanding conf 93%
Used accessible language, confirmed understanding ('is it solid white?'), adapted to customer’s pace, and checked comprehension after each step.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership — no transfer, performed all steps, stayed on call until resolution confirmed, and documented outcome.
O2 Met Proactive follow-through conf 92%
Gave clear next steps: keep child near parent during recovery, then return to original location; followed up by sending email with troubleshooting tips.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; no handoff occurred; appears to be first contact for this incident.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted — issue resolved at L1 with standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Expressed empathy: 'I’m so sorry' and acknowledged customer frustration: 'Very frustrating.' Remained patient and solution-focused throughout.
X2 Met Tone & rapport conf 94%
Matched customer’s conversational tone, used affirmations ('thank you so much'), and checked engagement by asking for status updates after each step.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition; used information as provided (model number, LED states); handled entire resolution without extra holds or steps.
Call Transcript36 turns · 38 lines
Speaker 1
I'm up here. Hi. I have the link is, let me see where I have it written down, hold on. It's the M, 6,200. And right now, I've got red lights on both the parent and the child. So, I don't have any connection.
00:00
Speaker 2
Welcome to linksus 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 warranty products, paid support, please have your device's serial number and contact. [silence] Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? Uh huh.
00:00
Speaker 1
I have a unit that is not working the parent and the child unit both have red lights on them. Yes. Not that I know of. I'm not aware of anything. I just noticed this morning that, uh or just a little bit ago that there were, um emails weren't being sent, you know, that sort of thing. It was just hanging. About 10 minutes ago.
01:00
Speaker 2
"I'm so sorry. Oh, okay, like both of them. So, prior to this one, um, did something happen, like did you experience an outage, like internet or? Oh, okay. Um. Um, okay, so you just know this is like uh just a moment ago. Um. Let me just go ahead and confirm or try to pull up any records.
01:00
Speaker 1
OK. Yes, sir, that's correct. And tell me your name. Again please? Ellie? Thank you.
02:00
Speaker 2
recourged here in our system, using your phone number. Just give me one moment. OK. Uh, by the way, I'm speaking with Miss. Barbar Blake. And uh, it's Ellie. Yeah. Okay. Uh-huh. And you have two of this router. So, okay. So, is it steady red or blinking red? [silence]
02:00
Speaker 1
Red, solid red. I didn't do anything to the router. No, I did nothing to the router. I just came upstairs. Just came upstairs to call you. The modem too?
03:00
Speaker 2
Okay, just saw it red. So, when you notice this one, Ms. Barbara, like, did you call us right away? Or, did you do something to the router or do some troubleshooting? Okay, thank you so much. Mhm. Okay, I see, I see. So, um here's what, um, you can try to do, Miss Barbara. Uh can you turn off everything that includes your modem? Yes, turn off the Comcast modem as well. So, the Comcast modem and the two Links routers.
03:00
Speaker 1
Well to turn it off I have to unplug it. The link says I mean the podcast. Just a minute.
04:00
Speaker 2
Yeah. Yeah. Yeah, that includes as well. Okay. It's okay.
04:00
Speaker 1
Okay, everything's off. Okay. I'd have to say no. But it has happened, I can't find my notes from our last conversation, but it did happen a couple of months ago. I'm actually digging for that as we speak. Very frustrating. Okay. Okay. Okay. These the white collation. It's in the warmup stage. You want to, it's the Xfinity Comcast information. It's actually a new one makes it. The model number is... [silence]
05:00
Speaker 2
This one is Barbara, okay. Let's start turning on the modem first, okay? Uh huh. So let's wait up until the modem is done. Uh huh. Yeah, it's okay. Um, by the way, Ms. Barbara, can you see any, model or brand name of this modem? Yes.
06:00
Speaker 1
So small it's hard to read it. Uh, hold on. Don't get a bottle number. Anyway. An extendable Exped, 8 T. Could that be XB8T? I'm not sure what it [silence]
07:00
Speaker 2
but can you see any brand name? Like maybe a brand name?
07:00
Speaker 1
[silence]
08:00
Speaker 2
like tango. Ms. Barbara. Is it tea, like tango? Okay. Thank you so much for that one. So, uh, yeah. That's, that is exactly the model number of your modem. Thank you so much. Okay. Thank you so much.
08:00
Speaker 1
Okay. Okay. It's white. Okay. Wait. Got it. He he he he he. He he he. He he. It's blue. this usually takes a bit to warm up. burning blue, yes, burning blue.
09:00
Speaker 2
Okay. It's white. So the next uh device that we should turn on uh let's turn on the parent. It's Barbara or the one that is hooked up directly to this modem. Hmm. Yeah. It actually takes like maybe about two or three minutes.
09:00
Speaker 1
Hey, it's red. Okay. I don't, uh,
11:00
Speaker 2
All right to give it'll to some minutes, Ms. Barbara. For this one, Ms. Barbara, do you have a do you have an available laptop or an iPad that we could use?
11:00
Speaker 1
I don't think it will connect with my home computer which is here. But we've been able to get it fixed before when this has happened. Okay, I have a white light so should I turn on the job mode? Okay. Okay the parent mode has a white light. Yes.
12:00
Speaker 2
Mm-hmm. Okay, so the computer you called in before to set this one up as well. So what you've done is you reset both the child and the parent. However, there was a problem with your one computer, correct? Uh uh, not yet. Let's observe first the parent, okay? And yeah, and it's solid white, correct?
12:00
Speaker 1
Okay. Yes, sir. It says it's connected.
13:00
Speaker 2
Okay, let's give it at least a minute. Let's observe it. And while waiting, try to connect your phone, Ms. Barbara and see if the internet has been restored. [silence] Okay, can you try let's check let's not just let's settle for that one that says it connected? Can you try your internet connection?
13:00
Speaker 1
on my home computer on the home computer on my phone yeah it's all good here it's good okay
14:00
Speaker 2
uh try maybe surfing on the browser uh on the YouTube on the phone first. Yeah. Try playing some videos on YouTube or surfing a browser. Anything. Okay. Now let's turn on the the child node Miss Barbara. Uh uh uh uh by the way, Miss Barbara, the child node right now is near to the parent or
14:00
Speaker 1
It's near to the parent. I always bring, it's usually, it's usually downstairs, but when there's issues happen, I bring it up with me, and make the call. Yep. Okay.
15:00
Speaker 2
between us far from the parents. Okay, that's good, that's thank. You so much for Everything. uh, yeah. Thank you so much for that, for doing that one, Miss Barbara. So, uh, yeah, let us just wait for this child node to recognize the signal from or parent, okay? Mhm. Thank you so much.
15:00
Speaker 1
Okay. Okay. Yeah. That'd be great. Thank you. Yes, sir. It just turned white. It's white. Solid. OK. OK. [silence]
16:00
Speaker 2
there you go miss Barbara. So let me know miss Barbara if the child node is already solid white, okay? Or the other links is wrong. Okay. okay. Uh let's- Yeah, let's give it a minute. Okay. After that, then you can put it back again to its original location. And let me just also document it here.
17:00
Speaker 1
It sure is. Okay, I have to go downstairs to do that. So I'll be right back.
18:00
Speaker 2
Write, Ms. Barbara. Okay. So yeah, um, how about you unplug it and put it back again to its original location? Okay. Okay.
18:00
Speaker 1
[silence] okay, are you there? Hello? Hello? [silence] Um, it blinked. Thank you. It blinked a number of times, blue turned to slightly yellow color, and now it appears to be white.
21:00
Speaker 2
pp Yes, ma'am. Yes, ma'am. I'm still here. Okay, I was
21:00
Speaker 1
Okay. Okay, thank you very much. I appreciate your help. Thank you, you too. Goodbye.
22:00
Speaker 2
That's good. Everything is now good. Your internet is now back up and running. So I did also send you the email with some troubleshooting instructions that might be helpful in the future if you happen to experience some trouble again. You too as well as Barbara. Have a good one. Bye-bye from now.
22:00