V2 Rubric Detail — 1bd9b2ce-6f45-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:50
Duration
19m 12s
Contact
William Smith
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall93.5% (+35.5)

V2 Grader Summary

The agent correctly diagnosed and resolved the child node’s red LED issue using the proper reset and Pair button method for the MX6200. All troubleshooting steps were technically sound and led to a confirmed successful connection. The only flaw was an incorrect warranty statement, which did not impact resolution. The interaction was well-controlled, empathetic, and concluded with a helpful follow-up commitment.

V1 Case Analysis

Customer reported MX6200 child node with red LED. Guided through factory reset and pair button method on parent node. Node now solid white and online.

Troubleshooting Steps
  • Power-cycled the child node and performed factory reset by holding reset button until blue light appeared.
  • Waited for node to reach solid blue (ready state).
  • Pressed pair button on parent router for 1 second to initiate pairing.
  • Confirmed node changed to solid white (online).
Key Observations
  • Agent incorrectly stated the warranty period as 3 months (Linksys standard is 1 year for MX6200).
  • Agent incorrectly claimed the child node would turn solid green when paired (MX6200 uses solid white per KB: led_cog_mesh_group_a.md).
  • Agent initially confused which button to press (parent vs child), causing minor repetition.
  • Despite inaccuracies, the agent followed the correct pairing procedure for MX6200 (pair button on parent) as per KB: universal_mesh_node_management.md and velop_child_node_setup.md.
Positive Highlights
  • Collected serial number and confirmed model early in the call.
  • Correctly diagnosed the need for factory reset and guided customer through proper reset procedure for MX6200.
  • Used correct pairing method (pair button on parent router) for MX6200 as per KB.
  • Confirmed resolution by verifying both nodes showed solid white light.
Agent Errors / Gaps
  • Incorrect warranty duration: stated 3-month warranty instead of 1-year standard warranty for MX6200.
  • Incorrect LED interpretation: claimed successful pairing is indicated by solid green light, but MX6200 uses solid white (per KB: led_cog_mesh_group_a.md).
  • Ambiguous instruction: initially did not clearly specify that the pair button must be pressed on the parent node.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed child node reached solid white and reported successful connection; customer verified both nodes are solid white.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through power cycle, reset (hold until light off), wait for solid blue, and Pair button on parent — all correct steps per KB for MX6200.
R3 Met Correct resolution path conf 96%
Agent selected correct reset-and-pair procedure for MX6200 (Pair button supported) without escalating unnecessarily.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified solid red LED, asked about prior reset attempts, and isolated node state before proceeding with diagnosis.
T2 Met Appropriate tools / resources used conf 95%
No external tools needed; agent correctly used on-device LED feedback and physical controls appropriate to the issue.
T3 Partially Met No misinformation conf 92%
All technical steps were correct, but agent incorrectly stated warranty is three months (actual is limited lifetime for MX6200).
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control, set expectations for wait times, and guided step-by-step despite customer digressions.
C2 Met Confirmed understanding conf 95%
Agent used clear, plain language, confirmed understanding, and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through to resolution and promised follow-up.
O2 Met Proactive follow-through conf 94%
Agent committed to sending step-by-step instructions via email, providing a clear next step for future reference.
O3 Partially Met Closure confirmation conf 88%
Customer mentioned prior issue and previous support, but agent did not reference any case history or prior actions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy for repeated issues, remained patient, and closed with appreciation and courtesy.
X2 Met Tone & rapport conf 95%
Agent matched customer’s tone, checked in regularly, and kept engagement despite technical delays.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, performed actions in real time, and minimized customer effort.
Call Transcript26 turns · 29 lines
Speaker 1
Uh my system, I'm having trouble with the um the parent and one of the child are working, but uh one of my
00:00
Speaker 2
uh, thank you for calling Linksys. We have three board. This is charm. How can I see with today? Mr. U? Huh. Thank you. Uh, for calling links. Uch. Uch. Uch, sir. Uh,
00:00
Speaker 1
Child nodes is not working. It's the I've had trouble with this. I had trouble with this before uh it's been a while, but uh it took a lot to get the thing back online. it's the it's the Lynx model model number mx 6200. I have the serial number if you need it. Yes, ma'am. It's 58 W as in William 10 M as in mouse 28 D as in dog 0359.
01:00
Speaker 2
I hear you right. Can you provide the serial number sir. Okay. And just to confirm sir, only this child node is not connected to your network right? Okay. Right.
01:00
Speaker 1
well it was plugged in and everything but it was giving me the red light on top and I went through the restart and all that and it it just keeps coming back to the red yeah I have a I have a I have a parent and I have a parent two child nodes oh this is the only one that's not working I'm sorry well I mean it's been working it's not very far the uh the parent node is upstairs and it's like directly below it on the on the first floor um so you know I don't know I don't know 20 feet something like that it can't be that far away but it's it's
02:00
Speaker 2
all right. how much this child nodes from the main node story I may have. OK. and also sir. [silence]
02:00
Speaker 1
It's been working just fine until recently. Solid red. Right now, I have it, right now, I have it, I broke, I, right now I have it unplugged. And I'm sitting here at the I'm sitting right next to the parent node or parent and I have it so I can plug it in and turn it on if you want me to. It's about, it's about a foot away right now. All right, I'm gonna plug it in. Yeah, I'm getting a blue light right now.
03:00
Speaker 2
Yes, go ahead, sir. All right. And just to confirm also, sorry, the light status, is it solid red or a blinking red? All right. Can you unplug? Yes, sir. All right. Yes, or move it closer to the parent node, like about three to six feet away. Plug it in closer to the parent node. All right. Yes. Finally plug it in.
03:00
Speaker 1
[silence] Okay. [silence] Yes, I did. Yes, I did. [silence] Uh probably a couple of seconds. [silence] Aren't you supposed to hold it like one second or something like that? [silence] U s I've I've been through this before. [silence]
04:00
Speaker 2
all right, so since you just plugged in, it means that it's all starting up. let's wait here for about two to four minutes. also just to confirm, the troubleshooting that you've done so far with this device is unplug and plug it back into the powersource, and also, also I just want to confirm, did you press the reset button of this device? How how long did you hold the reset button?
04:00
Speaker 1
Oh yeah, the other the other child Node is actually far further away than this one was from the parent node. So, I don't I don't know. Okay, it's a William D. Smith and probably my email address. I have two, but it's probably this one, wdswd64vw@v.net.
05:00
Speaker 2
all right so now let's let me isolate this case here and also while waiting sir kind of provide your first and last name and also your email address for me to pull up your record here thank you so much for providing the information.
05:00
Speaker 1
I don't know if right now it I don't know if it's completely red. Yeah. Solid white. The last the last couple times I've tried it, uh it's it's not it it'll go red. I mean, I don't I don't know if it's you know now it's uh now it went red. It just went red. Yeah. Okay. Well, yeah, it it was blue, then it turned white, and then it dimmed and then it turned red.
06:00
Speaker 2
Hi, you're right. So sir, can you tell me now, what's the light color of this child mode right now? it's solid white. Let's give it a minute or two, just to check if the light will charge. All right. So the LED status of this child node right now, sir, is it still solid red?
06:00
Speaker 1
FMJ so press the reset button okay it's up well it keeps it's flashing now it's off so let it go i let it go now it's back blue
08:00
Speaker 2
All right. So what we will do next, sir, is we will reset this child node. Kindly press and hold the reset button of this child node, sir, until the light went off and release once the blue light is showing. Yes, press the reset button. Press and hold it until the light went off. All right. Yes, please. All right. So let's wait, sir, for about two to three minutes again until the light status of this child node turns to solid blue. Because once it's solid blue, it means it's successful. All right. So let's test if we can connect this child node to the parent node now. **It's done!**
08:00
Speaker 1
It's blue and it's flashing. Yes, ma'am. Okay, I'll let you know if it turns solid. [silence] It is now solid blue. Yes, ma'am.
10:00
Speaker 2
All right. So, can you tell me now, what's the light status of this child node? [silence] It's still flashing blue. All right. All right, let's wait until, um, it turns to solid. [silence] All right. Thank you. So now it's solid blue. The next thing you need to do, sir, kindly press the pair button or the big button under the main router or the parent node. There is a big button under it. Press it once for one second.
10:00
Speaker 1
Are you talking about on the parent or the child? On the parent. Okay. I did. I pressed it once for one second. It's the large button. The parent is white and the child is blue, solid blue. Solid white.
11:00
Speaker 2
Yes, on the parent node, press it once for one second only. All right, can you tell me what's the light status? Yes, the large button. All right, the parent is it a blinking white or a solid white?
11:00
Speaker 1
Okay. All right, I'll do it. I did it, now it's flashing. Yes, ma'am. It's a blinking blue. Okay. All right. We'll wait.
12:00
Speaker 2
[KEEP_UNCERTAIN] Right. Kindly press again the large button sir once for one second to confirm. Yeah press it harder. All right, now it's flashing. All right, and how about the child node? Does it stay solid blue or a blinking blue? Alright, so it means that they are now communicating to each other and let's wait for about 3 to 5 minutes. I'll set a timer here and when it's successful, the light status of this child node will turn to solid white. All right, seems like there's an issue. Yes, could you please press the button again? [silence] Harder press right [silence] between the socket and Yeah, you mentioned that you will show it to them later on. Do you noticed that the child what's the LED light there? Red, red? It became red? So it means that there's now lights [silence] lights sweeping around around around if [silence] it's flashing. Have you tried to remove this? Yes, sir, tried to place it in the socket that one is closer to the boy. Okay. Okay. Let's wait again. Let's wait for a minute. When it's done, it will turn to solid green signal of the child node. The light status of the child node is now green steady. Green. Okay, so that means it's successfully connected. The parent node and the initial [silence] are now connected. All right so successful.
12:00
Speaker 1
Yes, ma'am. They are both, they are, they are both now solid white. okay. all right. Well, I appreciate it. Is there like a website somewhere where, I hate to bother you guys to, I mean, cuz that can show you how to do some of this stuff when you have issues with your, um, okay. Yeah, that would be great. I would appreciate that. This thing, the, uh, the system, I bought it in December of 20, are you? So it'll be three years old the end of December, which that's the warranty period if I understand it correctly. Right, right. So I'm already in like December, I think I got it December 30th of 23, so by the end of the year the warranty will be out. I y'all provide good support. I mean, this is the second time this has happened and the first time the lady that helped me was very helpful and more. We took us we took us a lot longer than this to get to get it back, the other node back. It wasn't the same node. So, uh, it took a little while. all right.
17:00
Speaker 2
Yes, it has a three-month warranty from the day that you purchased this router. [silence] I see. All right. No, risposta, I will send you a step-by-step instruction on how to set it up yourself if ever this happens again. All right
18:00
Speaker 1
I appreciate it, thank you. You too, you too, thank you. bye-bye.
19:00
Speaker 2
All right. Thank you so much all this, sir. And have a good one. My friend.
19:00