V2 Rubric Detail — 1c1c035e-717a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 16:14
Duration
21m 14s
Contact
Grace Shorebanks
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical guidance: referenced non-existent 'purple LED' on Cognitive Mesh hardware and instructed 5-press reset on a system that uses Pair button (confirmed violation per KB). This constitutes a critical failure under rubric section F (Non-Adherence to Correct Procedure).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall0.0% (-24.0)

V2 Grader Summary

Despite the customer confirming resolution and expressing satisfaction, the agent provided materially incorrect technical guidance by referencing a 'purple LED' and recommending a 5-press reset — both invalid on Cognitive Mesh systems like MX62xx, MBE7xxx, and SPNM60/62, which use a Pair button and have no purple state. These errors trigger an auto-zero under the rubric due to non-adherence to documented procedures, even though the outcome was successful.

V1 Case Analysis

Customer reported a child node stuck on solid red. Agent incorrectly described LED colors as 'purple' and 'turquoise green', recommended invalid 5-press reset on parent, and falsely concluded resolution when node remained red. No model/serial collected. Issue unresolved.

Troubleshooting Steps
  • Asked customer to move the child node closer to the parent router
  • Instructed a 15-second factory reset of the child node
  • Advised a 5-press reset on the parent router (incorrect for this device)
  • Misinterpreted LED colors as 'purple' and 'turquoise green'
  • Incorrectly declared resolution when node remained red
Key Observations
  • Agent repeatedly misidentified LED colors as 'purple' and 'turquoise green' — these colors do not exist on Cognitive Mesh devices (MX6200/MBE7000/LN14xx) — [04:00, 05:00, 10:00, 13:00, 14:00]
  • Agent recommended a 5-press reset on the parent router — this method is not supported on Cognitive Mesh devices — [07:00]
  • Agent falsely concluded the issue was resolved when the child node was still red — [20:00]
  • No model, serial number, or warranty information was collected — critical protocol failure
  • Agent did not verify the parent node’s internet connectivity or LED status before troubleshooting
  • Agent used vague, unprofessional terms like 'naughty child node' and 'knotty' — [07:00, 11:00, 13:00]
  • Agent failed to confirm final LED state or network status with customer before closing
Positive Highlights
  • Agent maintained a polite and patient tone throughout the call — [19:00, 21:00]
  • Agent attempted to guide the customer through basic reset procedure on the child node — [03:00, 04:00]
Agent Errors / Gaps
  • Misidentified LED color as 'purple' — Cognitive Mesh devices do not have a purple LED state — [04:00]
  • Misidentified LED color as 'turquoise green' — no such state exists in any Linksys mesh system — [10:00, 13:00, 14:00]
  • Recommended 5-press reset on parent — not supported on Cognitive Mesh (MX6200/MBE7000/LN14xx) — correct method is Pair button or web UI — [07:00]
  • Failed to collect product model number — required for accurate troubleshooting — [entire call]
  • Failed to verify parent node status or internet connectivity — basic troubleshooting omission
  • Incorrectly declared resolution when child node was still red — [20:00]
  • Used unprofessional terminology ('naughty child', 'knotty') — [07:00, 11:00, 13:00]

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'they are all in turquoise... everything is now good' and expresses appreciation; agent confirms 'you're all good'.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent directed reset of child node, performed 5-press on parent, and suggested repositioning, but did not verify WAN connectivity or use web UI to confirm backhaul status.
R3 Not Met Correct resolution path conf 90%
Agent recommended 5-press reset without identifying model; this method is invalid on Cognitive Mesh models (e.g., MX6200, MBE7000, SPNM60/62), which use a Pair button. Also suggested 'new router' prematurely without diagnosing root cause.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (disconnected child node) and took action, but did not ask key diagnostic questions (e.g., parent LED status, internet on parent, model number) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as web UI (http://192.168.1.1) to check node status, backhaul signal strength, or firmware; relied solely on verbal LED description despite available self-serve tools.
T3 Not Met No misinformation conf 95%
Agent incorrectly referenced a 'purple LED' (not used in Cognitive Mesh) and recommended 5-press reset, which is invalid on SPNM60/62, MX62xx, MBE7xxx, LN14xx, LN16xx — all of which use a dedicated Pair button instead.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but gave confusing instructions (e.g., 'turquoise green', 'purple LED'), repeated steps, and failed to establish clear expectations at start.
C2 Partially Met Confirmed understanding conf 80%
Agent used non-standard color terms ('turquoise green', 'pinkish red') causing confusion; asked for ISP unnecessarily; did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent provided action steps but no clear timeline for resolution or follow-up plan; closed call without documenting long-term monitoring or firmware check.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, apologized when needed, used customer’s name, and received positive feedback: 'really appreciate your help... very patient and very kind'.
X2 Met Tone & rapport conf 90%
Agent adapted to customer’s pace, used simple language, checked in regularly, and responded to emotional cues with reassurance.
X3 Partially Met Overall experience conf 85%
Agent had customer repeat resets and repositioning; could have streamlined by confirming model first and using web UI to avoid guesswork on LED colors.
Call Transcript26 turns · 31 lines
Speaker 1
Hello. I have two child nodes in my house and one of one of them has stopped connecting with the others. I wonder if you could help me reconnect it. Red. Okay. Red, yellow and blue. So when I measured the distance between, the red and the yellow, it was about 2 [whistles]. To a wall. Yes. And when you set them up, what was, what was the rule about the distance between them? The rule about, the distance between them is about 15 ft. 15 ft for the distance between each of them. 15 ft for the . And approximately how far is the yellow node away from the orange node? About 20 ft. So you said something about-- OK, so. Yes. Yes. All three of them are together. OK, so. You realized that the yellow stopped working, right? Yes. I really can't view a video because [pauses] I live off Wi-Fi and I couldn't [pauses] use that. So, the blue and yellow light have started and it started blinking. OK. Hmm. Do you know when was the last time it worked? Can you try and place the distance of 15 ft between them? First of all, let me ask you. You said the yellow stopped working. Right?
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys technical support. My name is Ellie and how can I help you? Oh. Oh, absolutely. So right now, um, what is the LED light that is coming from this child node that got disconnected? Um. Can you bring this child node near to the parent, please? Uh. At least like.
00:00
Speaker 1
Okay. And so both the, both the children should be, um. Three feet away as well. Okay. Great. I have done that. Um. Yes. Loved. So the the child knows that is blue is normally the one between the other one, do you get what I mean? It's the first one, it, it lived nearer to the, parent and the one that's misbehaving lives further away. But they're all together and they're all together now. One big happy family.
01:00
Speaker 2
Maybee three feet away from eachother. uh-huh.
01:00
Speaker 1
Yes. Yes. Uh, okay. Okay, I've started doing that now. so the light's gone off. Okay, okay, so I've done that, I've let go.
03:00
Speaker 2
OK, I want you to reset, or press the reset button of this child node that got disconnected. Yeah, so press and hold the reset button of this child node for 15 seconds. Uh- oh. You can then let go the reset button if it's already 15 seconds. So, what we are expecting is the child node that is acting up, to join again to what we call as the main node. Uh-oh. OK.
03:00
Speaker 1
it's blue at the moment
04:00
Speaker 2
[KEEP_UNCERTAIN] the purple LED light on top of it, by the way, miss Grace, who is your internet service provider, please? I'm so sorry, miss. Who is your internet service provider again? Okay, thank you so much.
04:00
Speaker 1
It's blue blinking, yes. [silence] Still blue blinking. [silence] And now it's red. Now it's red. [silence] It's completely red.
05:00
Speaker 2
spawn a child node. Okay. So let's wait for it. Okay. Let's just wait for this. It's up. Let me just confirm that one, miss Grace. Is it really red or is it like pinkish red or lighter than the color red? Like, you know, maybe some magenta color? Okay
05:00
Speaker 1
no, it's just completely red. yes. what would you like me to do? yes. okay.
07:00
Speaker 2
Oh, Miss Grace, is it still red? Like, it's not changing the color? Oh yeah. So, um, Miss Grace, like, uh, assuming that it is that is it not, I mean, it is not red. Can we go to the parent, please?So let's go to the parent node. And then what I want you to do is I wanted to press the reset button of the parent for five times. So press release, press release, press release, do it for five times.
07:00
Speaker 1
Okay. I don't. Okay. Yes, it's red, but blinking. Yes. Okay. [silence]
08:00
Speaker 2
i'm sorry okay so the parent is now will now start blinking and then try to check if the disconnected child node also or is it also start blinking right now okay uh... let's uh... wait for it okay as that process may take for about two to three minutes
08:00
Speaker 1
Yes. [silence] It's still blinking red. A Lake of some turquoise blue.
10:00
Speaker 2
Um, is it still blinking then? Okay. Okay. And how about the parent node? Okay, it's now Torquoise Blue and the other channel. [silence] Okay, uh, let's... yeah, let's give... yeah, let's give it that at least a minute before we deploy them again. Okay? Um, let's not, uh, I mean, let's not deploy them yet, Ms. Grace. Uh, let's give them at least a minute or two. And let me ask you the question, Ms. I'm sorry. Okay. Uh, Ms. Grace, is this naughty child node? Where is it located? Is it like the farthest child node from the parent? Okay, so this child node is the second child node. Oh, okay. okay so since the naughty one is the farthest away or how about you switch this to child nodes. miss Grace okay. so put okay, so, put the naughty node on the good nodes location and in the good nodes location, put it on the farthest one okay. okay. and do it one at a time miss Grace okay, since everything is now actually working. and it's green, would there be anything else? oh it's okay.
10:00
Speaker 1
other position, and now I'm taking the good one to the furthest away position. Okay, well the naughty one is on already. Okay, I'm going to go back to that one again and have a look. So the color is, uh, sort of... yes, but it, and it's blue. Okay.
13:00
Speaker 2
Okay. Can you turn them on one at a time? Okay. Uh, wait for the knotty one to have a tor intense green LED color before you turn on the last one. It's blinking, right? Okay, it's okay. So just give it some time. Wait for this first knot or for this knotty child note to have a tor green color.
13:00
Speaker 1
Okay. Okay. So when you say green, do you think that's what I call turquoise? Okay. Yeah, okay. What temperature is it where you are? Did you,
14:00
Speaker 2
we all after that then they can move forward to the other child node yes this each each at least is router that you have or these three nodes that you have both of them should be carrying a solid turquoise green LED light color it's actually
14:00
Speaker 1
Yeah. uh wow, that is hot. Mm-hmm. yeah So the naughty child is solid turquoise. Yes. Okay. So I just turned it on. yes yes yes So I don't know if I just, I don't, I mean, I must have had these Linksys for about uh eight or nine years, so maybe I need to upgrade them. The router, the router is new, but the Linksys are old. So I uh I
15:00
Speaker 2
And uh, by the way, Ms. Grace, do you experience this issue like every now and then? Like a child suddenly lost its connection? Um Hum, okay. Um, well, you might really want to, you know, consider getting a new router. But um, if you are going to experience this issue again, uh, hum I see. But uh, yeah, for if you encountered the same issue again.
19:00
Speaker 1
yeah, okay, yeah, yeah, I can, I can think of another location that might work that I could test with this second one, no, it's gone turquoise, yay. [silence]
20:00
Speaker 2
I would suggest that, uh maybe you can uh move this child node not quite too far or put them on a location where it can easily get a signal without any uh, you know, thick walls or any appliances? get good, might actually just, uh, cause to intercept the, uh, communication of the parent and the child node, yeah. Uh huh. Okay, so right now on the last child node, is it still blinking? okay, and yeah, you're all good, Ms. Grace, since they are all in turquoise. So everything is now good.
20:00
Speaker 1
Really, really appreciate your help. You're very patient and very kind. Have a lovely day. Bye!
21:00
Speaker 2
Thank you. Yes. Have a lovely day as well. Bye bye for now.
21:00