V2 Rubric Detail — 1dcff870-7f96-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 15:10
Duration
27m 13s
Contact
865-604-9907
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137079
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.9% (-14.1)

V2 Grader Summary

The agent failed to resolve the MX4200 setup issue, ending with blinking red nodes and customer disengagement. Troubleshooting was incomplete, technical guidance contained material LED color inaccuracies, and no empathy, ownership, or escalation was demonstrated. Despite correct initial path selection, the outcome remains unresolved due to verification gaps and communication breakdowns.

V1 Case Analysis

Customer unable to complete MX4200 mesh setup; 5-press pairing attempted but nodes showed blinking red. No resolution or follow-up established.

Troubleshooting Steps
  • Confirmed model/serial number.
  • Advised unplugging existing E2500 and connecting MX4200 to modem via Ethernet.
  • Guided placement of child nodes and performed 5-press reset for pairing.
Key Observations
  • Agent correctly used 5-press method for MX4200 (KB-compliant per universal_5press_models.md).
  • Agent failed to verify Ethernet cable was connected to WAN/internet port (critical setup step per universal_mesh_node_management.md).
  • Blinking red lights on nodes indicate error state (per KB, solid blue = ready; blinking red = failure), but agent dismissed them.
  • No troubleshooting of red lights or validation of Ethernet connection.
  • Call ended without resolution, escalation, or follow-up plan.
Positive Highlights
  • Agent correctly identified model as MX4200 and confirmed serial number.
  • Agent used correct 5-press pairing method for MX4200 (supported per universal_5press_models.md).
  • Agent correctly instructed customer to disconnect old E2500 and connect MX4200 to modem.
Agent Errors / Gaps
  • Failed to verify Ethernet cable was connected to correct WAN port on MX4200 (critical setup step per universal_mesh_node_management.md).
  • Misinterpreted blinking red lights as normal setup behavior (contradicts KB LED guidance).
  • Did not troubleshoot or acknowledge significance of red lights at [23:00] and [26:00].
  • Provided no next steps, escalation, or callback before call ended.
  • Poor communication: did not confirm understanding or structure call effectively.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with nodes blinking red and said 'I've gotta go' – setup never completed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent gave steps (unplug old router, connect Ethernet, 5-press reset) but never verified results or completed systematic troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly identified MX4200 as new parent node and proceeded with appropriate setup path; no warranty or support-level misjudgment occurred.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent collected model, serial, ISP, but did not probe deeper (e.g., power-cycle status, cable type, node LED meanings).
T2 Met Appropriate tools / resources used conf 94%
No tools (remote session, logs) required for basic setup; agent handled issue verbally from known procedures.
T3 Not Met No misinformation conf 96%
Agent repeatedly referred to 'solid purple' or 'hot pink' lights; KB states ready/paired state is 'solid blue' for MX4200 – material inaccuracy.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, repeated instructions, no clear framing or transitions; agent lost control under pressure.
C2 Not Met Confirmed understanding conf 88%
Agent did not check understanding, used vague language, and asked 'Are you in the Philippines?' indicating lack of tailored communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; after giving instructions, customer was left to figure it out and eventually hung up.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step timeline or follow-up commitment; agent only said 'let's wait' without a deadline.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remained unresolved and no escalation was performed despite lack of progress and customer frustration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered no empathy or acknowledgment of frustration; remained purely procedural despite customer stating 'I've gotta go'.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace; customer repeatedly expressed confusion and agent continued with same script.
X3 Not Met Overall experience conf 94%
Customer repeated serial numbers and model information multiple times; agent did not use previously gathered data to streamline the call.
Call Transcript43 turns · 48 lines
Speaker 1
Yes, hello, um, I've recently purchased, um, A6200, um, router, and so I downloaded the, um, app, and so it, it loaded up okay, and then it said, um, power on the, um, device. And so I did that, but I couldn't get any further along. I couldn't get the screen to go to, like, the next screen. So there was something there, a little icon, um, tap for phone support.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Regine. How can I help you today? [silence]
00:00
Speaker 1
um, and that phone number, um, was no longer in service. So, um, I called this, um, 7114. Number, um, there are no, and yeah, so if you can help, uh, it looks fairly straightforward, but there are no instructions in the box. It just says, um, go to the Play Store and load the, um, app. So I've got two boxes here. I got the one with, um, well, I guess this one automatically as three nodes. As three nodes. So, um, can can you help me, uh, set this up? Oh, it's a brand new purchase. Um, I just, uh, unloaded it from the box. I've got the serial number here, um, something, ask for that. So, do you need that?
01:00
Speaker 2
OK, so let me just confirm sure, is it a newly purchased or it was working fine before? OK. I see. OK, I see. Sure.
01:00
Speaker 1
That's William. Right William WILLIAM Combs 86 5 604 9907. m w.c. 2000 at charter.net [silence] um it's and and and it's a M., like M.E.R.C.. The first four letters of Mercedes Benz. M.E.R.C. 2000 at charter.net. the the first four letters of Mercedes, the car. Yeah. Yeah, that's my car I have, a Mercedes. Well, no, I just have one, but it's the system that has three nodes. So I've got everything here. It came in two boxes, so it looks like there's the me main unit that has the ports and
02:00
Speaker 2
merc2000.net okay thank you for that okay thank you so much for that thank you and you mentioned earlier so that you have three lynx's devices in total right do you let me
03:00
Speaker 1
then there's a second box that has um, the two uh additional modes. yeah. Yeah, I'm looking right at it. Um, it's three, eight U one zero M as in Mary 5 4 D as in cat 2 2 0 7 8. yes.
04:00
Speaker 2
How many nodes do you have in total? Two, Three. Can you please provide a serial number of one of the nodes or your main router? at the bottom. Okay. 38 you four umbrella 10 m for Michael. 5, 4, C for Charlie, 207 8,
04:00
Speaker 1
Yes, that's what's on the bottom of this note. MX 4, 2 0 0. Amazon. And it looks like it's brand new like um you know with Amazon sometimes you get things that look like they've been returned then they just send them back out, but uh this thing came beautifully uh wrapped. So, uh all appearances are it's you know a brand new unit. I realize it's a Wi-Fi 6, but uh and there is a 7 out there, but um this one got really good reviews and I I already have a Linksys system. Um I have the uh here it is E
05:00
Speaker 2
Okay, so the model number for your Linksys devices are all MX 4200. And where did you purchase your Linksys devices, sir? And who is your internet service provider? You know? Yeah. Okay.
05:00
Speaker 1
50 1,500 and the technology for it is just getting old. It's not very effective. So I purchased this one. It had to be cordless. Trevor: OK. Gordon: OK. I've got, I'm not real sure what cord it is, which, um, I've got a cord that's, um, plugged into my existing Linx's E2500, so, um,
06:00
Speaker 2
I see, and who is your internet service provider?Okay, now let's proceed to set up your link system.Can you please gather them on the same room?And then for the serial number that they just provided, make this one as your parent node.Make sure to plug this node directly to the modem.Okay, using an ethernet cable. I guess there's
06:00
Speaker 1
It's not an ethernet cord but it- that's the way the receptacle is on it. So I should just plug this one into, um, just plug this into the internet port. Yeah, I don't know what that is. [silence] Well, that's the modem. Um, it's a Spectrum modem. And so, um, and without looking closely at the wires, I'm assuming that this E2500 router is connected to it.
07:00
Speaker 2
So you have an existing? Okay. So make sure that your MX 4200 is set up as a parents node. Okay. modem to the MX 4200. Is there a device connected directly to a modem at the moment? Uh huh.
07:00
Speaker 1
So, there's this cord that comes from, uh, please, I, I, I can't even finish what I'm saying. Okay, what's your question? I, I, I'm having trouble understanding you. Are you in the Philippines? Yeah, I, so far, we're not communicating very well. I've given you that information. I've given you the serial number and the model number. Um, I'm not really good at this stuff. Um, I mean, I've I managed to set this thing up years ago. The E2500. But, um, I, I don't even, I know that what I'm looking at here is
08:00
Speaker 2
Is that the MX 4200? Yes, your MX 4200 is the model number of the router not the AC 2500. If you're going to look underneath, there's a model number labeled on the sticker and it is an MX 4200.
08:00
Speaker 1
Probably the parent node, that's all I know. Yes, it's the E2,000 Linksys. Yeah, there's a cord that's going into it. Should I take the cord and plug it into the parent node? Like power it down? Yeah, I know that that's why I bought it. I just need to know what to plug in. Do I need to power down the ugh, or do I need to just take the cord that's plugged into.
09:00
Speaker 2
(Okay, so, you have an existing main router connected to the modem. Okay, better to yeah, but then MX4200. Okay, so, regarding with that, William, you need to unplug. the E2500 because MX4200 yeah, your MX4200 is much better or an upgraded one.
09:00
Speaker 1
seriously that's what needs to be done. Please, we just keeps going over the same things over and over. Um, there's a cord that's going into the e2500. Do I need to take it out of the E2500 and plug it into the parent? Okay, let's see. Okay, I think I found it. It's a white one, a white cord. Okay. So what do I do with it?
10:00
Speaker 2
You need to power it down. You need to read off your E2500 because we're going to set up your MX4200 as your main router. Yeah, but can we check on the box also if there's an ethernet cable together with your routers? Okay, so plug the other end of the ethernet cable from the modem to the internet port of the MX4200.
10:00
Speaker 1
Okay, too. There's three Ethernet ports, so I just pick one. Right, but on the parent node, does it matter which Ethernet port that it plugs into? Did the internet, okay, all right, hang on just a minute. Hang on a minute. There you want it.
11:00
Speaker 2
2500. Just use the same port where you pick your E 2500 connected because you're going to read off that one. Unplug that one and set aside it. [silence] [phone ringing]
11:00
Speaker 1
Okay, um, yeah. Uh, I've got the, um, connection, um, made. Uh, they're in the bot. So, connect these up to the main parent node. [silence]
12:00
Speaker 2
please make sure the main router is turn on. and for the other two nodes. No need, just plug them about one foot or two feet apart, from each other, and also from the parent node or main router. [silence]
12:00
Speaker 1
Well, let me look at the light down, I guess it's the top of it. Uhm, it's, yeah, it's on. It's like a, um, bus color, I guess it's called like a pink-purple color. Yes. Well, it just for some reason, it just went off.
15:00
Speaker 2
And what are the lights on the three nodes? Okay, the main router, what is the light indicator on top? Solid purple. How about the two nodes? Are they also solid purple? So they are also sold the solid, if not blinking.
15:00
Speaker 1
I'm gonna have to plug it in somewhere else. See if I can get it to work. Yeah plug this in.
16:00
Speaker 2
now make sure they are about two or three feet apart from each other, sir. And also from the parent node. Two or three feet apart.
16:00
Speaker 1
Okay. um, um, when I hold when I hold it a certain, way the, the other, the other nodes are, um, blue. Yeah, that's what it's doing. Um, when I first looked at it, I think I looked at it at the wrong angle. Now that I'm looking at it, it's blue and then it goes off. It's blinking.
17:00
Speaker 2
I guess it's blinking. So let's just wait for all the devices to turn solid blue sir. And for the board process, it will take two to four minutes.
17:00
Speaker 1
Okay. it just turned pink. Well, I'm I'm trying to find an outlet for the third one. um All right, that'll work. Hang on just a minute.
18:00
Speaker 2
How about the other so the three notes are now solid pink or hot pink.
18:00
Speaker 1
Okay, found a power outlet. Okay, it's doing the same thing. The third node is blinking, so let's see. [silence] Okay, um, found a power outlet. Okay, it's doing the same thing. The third node is blinking, so let's see. Yeah, the second one is still purple. [silence] Yeah, it would have really helped if the app had worked. It really would have helped if it had even come with some written instructions. The only thing it came with was a card basically to download the app. Then the app didn't work. And then there were two phone numbers that went with
19:00
Speaker 2
So let's just wait for that. Yeah, so let's just wait for the last note to turn solid purple. [silence]
20:00
Speaker 1
customer support that showed up on the app and they were no longer in service. So Okay. The third node just turned purple. Okay, I'm looking at it. So you say hold it for five seconds? [silence] Could you please verify that the device has been unplugged for 10 minutes. [silence] Do you know what the status light indicates now? [silence] And lastly, are you following any specific troubleshooting guide while performing these steps? [silence]
21:00
Speaker 2
Okay. Now since you're ready for set up, go to the main router. Then, press release the reset button five times within five seconds. Not too slow and not too fast. Now press release the reset button five times within Five seconds.
21:00
Speaker 1
OK. AVERIAN: OK. I pressed the reset button five times. [silence] Actually, it's blinking purple. [silence] OK. It's still the parent node is still blinking. [silence] Oh, it just turned Now there's sunlight coming in. It turned blue. So now
22:00
Speaker 2
And what is the light indicator of the main router? Okay so it's setting up now so all you need to do is to observe sir for three up to five minutes let me know also once a child node start blinking.
22:00
Speaker 1
the, um, one, the, one of the other two nodes is blinking red. Yeah, they're both blinking red. So, does that mean they're just booting up? Okay. Alright, good. Uh, blinking red. Blinking red. Yeah, all three blinking red.
23:00
Speaker 2
no, it's there, sir, setting up due to the process that we use earlier. So no need to do anything. Just keep on observing them. So the three nodes are start to blink. What is the light indicator of the main router, sir? How about the two nodes? So, the parents not still blinking red? And let's check if the ethernet cable, sir, is properly plugged in from the modem. modem to the internet port of the main router.
23:00
Speaker 1
Well, it should be. Yeah, this is the one that was originally plugged into the older system. Okay, now that's weird. third node just turned now it's blinking Blue. one one is solid red and the other one is blinking Blue. and the parent node is blinking red.
25:00
Speaker 2
Mhm. How 'bout the other? Oh, make sure the ethernet cable is connected to the right port.
26:00
Speaker 1
Okay, I, uh, I've uh, I've gotta go.
27:00