V2 Rubric Detail — 1e01b05a-73f1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:31
Duration
41m 55s
Contact
James Veltri
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135217
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node unable to add_MX6200

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.7/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+19.4)

V2 Grader Summary

The agent successfully resolved the customer’s issue with a blinking-red child node on an MX6200 mesh by guiding through resets, power-cycles, and the 5-press pairing method, culminating in the customer confirming all nodes had signal strength. While call control and empathy were adequate, minor lapses in time management and emotional acknowledgment prevent full marks in C1 and X1. No escalation was needed or performed.

V1 Case Analysis

MX6200 child node blinking red was reset and paired using 5-press method; node now solid white with good signal – issue resolved.

Troubleshooting Steps
  • Held reset button on the problematic child node for ~20 seconds.
  • Power-cycled the child node multiple times with agent-directed plug/unplug cycles.
  • Performed the 5-press pairing method on the parent node.
  • Waited for the node to change to solid blue/white and verified signal strength in the app.
Key Observations
  • Agent correctly used the 5-press pairing method, which is valid for MX6200 (per universal_5press_models.md).
  • Call was inefficient due to repeated power cycling without confirming intermediate states (e.g., [11:00–13:00]).
  • Agent left the line unattended during active troubleshooting to get water ([27:00]), which is unprofessional.
  • Warranty status was never discussed or verified, which is a protocol gap for hardware-related support.
  • Final resolution was confirmed via app: all nodes online with signal strength, confirming technical fix.
Positive Highlights
  • Accurately diagnosed and applied the correct 5-press pairing method for MX6200, which is technically accurate per KB (universal_5press_models.md).
  • Correctly instructed a 20-second factory reset on the child node, aligning with universal_factory_reset.md for MX6200.
  • Successfully guided the customer to a confirmed resolution: node turned solid white and showed signal strength in the app ([39:00–41:00]).
  • Maintained a calm and patient tone throughout a long and repetitive troubleshooting process.
  • Properly used the parent node’s reset button for 5-press method, not the WPS or Pair button, showing model-specific accuracy.
Agent Errors / Gaps
  • Repeated power cycling instructions without confirming each outcome, leading to unnecessary loops (e.g., [11:00–13:00]).
  • Left the line unattended during active troubleshooting to get water ([27:00]), disrupting call flow and professionalism.
  • Did not confirm warranty status despite handling a hardware-related mesh node issue, missing a key protocol step.
  • Failed to summarize the final state and next steps clearly before closing the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at the end: 'it looks like they all have signal strength' and thanks the agent, indicating resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent guided through reset, power-cycling, 5-press pairing, and monitored LED changes—logical, sequential troubleshooting steps.
R3 Met Correct resolution path conf 95%
Agent applied correct procedures for MX6200 (reset, 5-press) without misusing warranty status or escalating unnecessarily.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified blinking red LED, asked about node distance, reset attempts, and observed LED states to determine root cause.
T2 Met Appropriate tools / resources used conf 95%
Used appropriate physical tools (reset button, 5-press method) correctly timed and interpreted LED feedback accurately.
T3 Met No misinformation conf 98%
All technical instructions (reset duration, 5-press sequence) align with KB; no incorrect or unsupported advice given.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lost call control during long silences and informal remark ('grab some waters'), though maintained general direction.
C2 Met Confirmed understanding conf 93%
Used accessible language, confirmed understanding, avoided jargon, and adapted to customer’s pace during setup.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed on the line until resolution was confirmed.
O2 Not Applicable Proactive follow-through conf 99%
Issue resolved during call; no follow-up or disconnect/callback commitment was made.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced; this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent closed politely and thanked customer, but did not explicitly acknowledge frustration or repeated effort.
X2 Met Tone & rapport conf 92%
Matched customer’s pace, used short confirmations, and adjusted instructions when customer struggled with steps.
X3 Met Overall experience conf 94%
Avoided re-asking known info, guided step-by-step, and minimized customer effort during resets and pairing.
Call Transcript63 turns · 66 lines
Speaker 2
Welcome to Linksys 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. Linked. Sis DOT com. Please have your device serial number. Ready for assistance. Press one. Now, for out of warranty products paid support, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Lynch's technical support. This is Rio. How can I assist you today?
00:00
Speaker 1
Uh, yes, good afternoon. Um, I have a, uh, mess system. It is the model number is MX 6200. And um, I'm having problems connecting both my child devices. I can get one that works, but one constantly blinks red. And I've gone through the setup process. Uh, I've gone through the setup process, you know, a couple times trying to reset, getting them to connect. Um, but I, again, I can connect the one child, but I cannot connect the other one. Uh, it's, it was an original setup where it was two children and it was a three node system. is
02:00
Speaker 2
Yes sir. Go ahead. Sorry. Uh let me just confirm sir by adding this child node. Is this the first time to add it or it was working fine before. Okay. Got it. Thank you.
02:00
Speaker 1
That serial number is 5810 Mike to Bravo Delta 036471, You are, yep, uh, excuse me? Uh, only I have, I had a different one.
03:00
Speaker 2
Sir, let me confirm what's the serial number for the child node that is unable to add.Thank. Okay. got it. Sure. Uh, how many total Linksys devices they have, by the way? How many a total of lingus devices do you have?
03:00
Speaker 1
I this is a new one, so I only have one. Well, yes. I had I I just purchased this one a couple years ago. I had a Linksys system that was that that's an older one that I don't use anymore. Just one with three nodes. I have three. Correct. Uh, spectrum. Uh, Yeah, spectrum.
04:00
Speaker 2
you only have one a total of links this uh you only have one a total of links this yes so currently in your home right now how many are you using by means of adding it I'm sorry uh nodes uh how many nodes do you have sir right now okay you have three you have one parent node and two child nodes correct okay may I know who's your internet service provider? Okay all right oh
04:00
Speaker 1
Sure. Yep. Right now, all three nodes are sitting within three feet of each other. Yes. The, um, it's a solid white on one of the children, it's a solid white on the parent, and it's a solid white on the parent, and it's a blinking red on the one that I can't seem to connect.
05:00
Speaker 2
Let me create first a record for you in the system, sir, okay? Bear with me. Set up. Full to add child. Spectral MX 6200. May I know, sir, how far is this child node to the parent node right now? Okay. Okay. What's the light indicator showing for the other child node that you've mentioned you were able to add? Mm-hmm. Oh, yeah. Okay. Okay, all right. That's not a problem since it's already near to you. Uh can you try to reset first the child?
05:00
Speaker 1
Sure. reset. One, two, three, four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20. Okay. Okay. It's currently flashing quickly red.
06:00
Speaker 2
Yes, holding the reset button for 20 seconds. All right, so since you've already reset the child now, we're going to wait for the child now to turn solid blue.
06:00
Speaker 1
Now I held the smaller reset button in. Still flashing red. Uh original socket. Yep.
08:00
Speaker 2
Did you somehow click the reset button or the big button there? Okay. Currently, this child mode. Where is this connect? This is connected to an extension or to the original socket? To the wall. Okay.
08:00
Speaker 1
No, it's the original equipment. It's the original equipment. Still flashing red. Yeah. Do you want me to remove the power source and let it sit for? Okay.
09:00
Speaker 2
And with its uh, power cord, sir, is this the original power cord for the, the mx6200 or it's from your different uh all devices? Okay, perfect. Pretty weird. Um no it's okay sir Okay, I'm gonna try a different one for shooting for this device.
09:00
Speaker 1
That is correct. Yes. Okay. Okay, when you say, um, and we're just talking about the node the child node only. Okay. Okay, it's unplugged. Okay, it's plugged back in. Lou, Okay. [silence] Unplugged. Okay.
10:00
Speaker 2
second back on and then count for five seconds and then so on and so forth okay I'll tell you when to unplug I'll tell you when to plug it back okay sound node yes all right so uh can you try now sir to unplug all right we're gonna wait for 2 seconds and then can you plug it back okay we're gonna wait for 5 seconds all right try to unplug it sir then plug it back in
11:00
Speaker 1
It's blue again. unplugged. Okay. It is blue. unplugged. Okay.
12:00
Speaker 2
try to unplug plug it back in unplug plug it back in unplug
12:00
Speaker 1
OK. OK. It is it is pulsing blue right now. OK. I will put you on mute for the time being.
13:00
Speaker 2
then plug it back insert. Thank you. All right. So we're gonna wait for the device at least three to four minutes. We'll check if there will be a difference with the light indicator. Okay? Thank you so much. If you wanted to do something, you can do it right now. And I'll and I'll be waiting here the line. Perfect. That should show the correct light color. So we're gonna try to wait for it. Sure. Sure. Go ahead. No problem.
13:00
Speaker 1
Yes. Uh it is white. I, I believe, again, it was a while ago. I, I'm looking at my app right now. I believe I used the app. It's on the nodes, and this is what's confusing. Obviously, the parent is connected to the internet source.
17:00
Speaker 2
Oh, how is it? Sir, right now, what's the line indicator showing for this child node? White. All right. Uh, that's good to hear. Do you happen, uh, when you try to add the first child node in the system. Did you use uh an app on both or a website? Mm-hm. Yeah, okay. All right. Can you try to open the app, sir? Let's check if all of your nodes are online now. Mm-hm. Okay.
17:00
Speaker 1
Is is good, because obviously I have internet source. The one child node that uh, was working before I called you it uh, signal strength is isis negative twenty eight DBM connected to the family room, which is the parent and the other node it doesn't have a signal strength and it doesn't say it's connected to anything. Yeah and that's the confusing part. It is saying that um it's online, but it's not saying it's connected to anything. It just says it's online. [silence]
18:00
Speaker 2
uh-huh nm-mh mm-hmm okay, but is it online showing there? Mm-mm No, okay. Can you try to, uh, reboot the divisor? Like, turn it off and then turn it back on? This child note? And then you can try also to close the.
18:00
Speaker 1
It's red right now. It just changed to red when I walked back to it. Yes. Okay, hold on a second. Okay. the button is pressed. [silence]
19:00
Speaker 2
Grab. We're going to try to- Mhm. Okay. Okay, so this child node turned solid red. Alright. Can you try again sir, to reset- uh- this child node, hold and press the reset button? I'll tell you when to let go the reset button. Okay. [silence] [sound] [silence]
19:00
Speaker 1
Okay? And it's back to flashing blue. [silence]. . . [silence].
20:00
Speaker 2
All right, can you now release the reset button, sir? Mm hmm, okay. All right, that's good. So we're gonna wait for this child node to turn solid blue.
20:00
Speaker 1
Okay, it looks like it's solid blue right now. Okay? Okay.
21:00
Speaker 2
Okay. Can we give it at least 30 seconds. Want to make sure it just stays solid blue. Blue turn solid blue.
21:00
Speaker 1
Yes. Okay, hold on a second. I just gotta grab it. Press and hold the reset button for one second at a time five times, correct? [silence]
22:00
Speaker 2
All right. Still the same, sir. Solid blue? Okay. Uh, can you try now, sir? So, since the child node is solid blue, can you try to focus to the parent node? And then if you're already in the parent node, I want you to press the reset button of the parent node five times. One press per one second. Not too fast. Mhm. No, sir. Just press it five times.
22:00
Speaker 1
1 two three four five
23:00
Speaker 2
[silence] Okay, alright. So that's the parent node that you've pressed. So what we have done right now, sir, uh. Go ahead. Okay, alright. That's the uh okay. Now what we have done right now, sir, is we are trying to add your unconfigured nodes to the system. So we did not reset your main node. We just clicked the five uh click the reset button five times cuz that is the fastest way to add and configure child nodes. So we're just gonna wait for the child node to turn solid white as well. And then we're gonna open your uh, okay. We're gonna open your link's app later after the child node turns white.
23:00
Speaker 1
Okay, let me close it down. So it's still both flashing white. [silence]
24:00
Speaker 2
Mm-hmm. That's, good. That's, good, sign, already. [silence]
24:00
Speaker 1
and the other child node is still solid. wait. yeah, I'm on the phone with support. [silence] Why are you? there. Oh. what's going on? it is still blushing white almost like the parent and the child are talking to each other they're all
25:00
Speaker 2
how's the child node right now here with the light indicator showing? OK. All right. Because they're actually trying to connect.
26:00
Speaker 1
Yeah, sure. [silence] Mmm.
27:00
Speaker 2
Would it be fine, sir, if I just go grab some waters? Since we're still waiting. Thank you, sir. I'll be back!
27:00
Speaker 1
[silence]
29:00
Speaker 2
Hello sir, How was it? Is there any change this? Uh-huh. Okay, Alright. Okay, So that's actually the correct sequence supposed to be it will turn white and then after a second it will turn
29:00
Speaker 1
yep hold on i'm i'm logging in right now i just got a message that firmware update is available but let me do yep uh now signal strength is there uh it said actually it says that the uh it's like a daisy chain the
30:00
Speaker 2
[silence]
30:00
Speaker 1
[DOWNWEIGHT] Family, uh, family, I'll give you the names of it. The family room is the parent, the basement and upstairs, and basement is connected to the family room in the upstairs connected to the basement, but the signal strengths are good. Okay. Okay. Okay. Uh, I'm going to put you on mute as I walk through the house here. Okay. I'm going to start with the basement.
31:00
Speaker 2
Mm-hmm. Okay, perfect. That's good. Now, you can now relocate these child nodes here to where you want them to place so that you can have a wider range for your Wi-Fi in your home. All right, so you can, I can wait for you, by the way. I want to make sure all will stays white. You can do it one at a time. Okay, okay, uh. All right, so, [silence] try to [silence] plug in the first child node, wait for it to turn white before you proceed to the last node, okay? Thank you. [silence] All right.
31:00
Speaker 1
Okay. I plugged the one downstairs. It's currently solid blue. Now it's flashing blue. [silence]
32:00
Speaker 2
Mm-hmm. Okay. Let's give it some time. It's still rebooting.
32:00
Speaker 1
still flashing blue and just one solid Wight. Okay. [silence] That one is flashing red.
34:00
Speaker 2
All right, good, sir, and now you can proceed to the -and other child nodes.
34:00
Speaker 1
right now. I just got back to it. Now, no, the one that was giving us trouble to start with. Yes, it's flashing red. Now, I just got back, I didn't unplug it yet. It's right next to it, but it was connected to the Tile node on my app. So it's still flashing red.
35:00
Speaker 2
Which ones are, the one that you, the one that you just turned on? Okay. Right now, you just recently plugged it in. Is that correct? Okay. Hold on. How far is this, by the way, this, this last node this, the one that is having an issue, How far is this to the parent node? Okay, it's okay. Can you try to unplug this child node and then put it to the location where you want it to be?
35:00
Speaker 1
Okay. Okay. is in the blue mode right now.
36:00
Speaker 2
OK, let's wait here.
36:00
Speaker 1
It is. It's still flashing blue. [ silence ]
38:00
Speaker 2
How is this child doing now? Like, is there any changes in her life? [silence] Okay, okay. Okay, all right.
38:00
Speaker 1
Okay, it looks like it just went white. Hopefully it stays white. Okay, it looks like it just went white. Hopefully it stays white. and
39:00
Speaker 2
Okay. All right. Exactly. Uh, can we give it at least 20 seconds and after
39:00
Speaker 1
Sorry. Okay. The app is down. The app is done stairs. Wait. Wait with me, please. Um,
40:00
Speaker 2
Sure that we're going to try to open the app if it will show online there. All right. Can you try to open your linkedin apps? Sure. I'm going to try to check in. We're online. Okay. Go ahead and take your time. [silence]
40:00
Speaker 1
Okay, it looks like they all have signal strength. No, I appreciate your patience, thank you very much. Thank you. bye.
41:00
Speaker 2
okay all right perfect all right everything right now sure has already been set up ready been connected and anything else they can assist you aside from this you're always welcome sir and also thank you so much for your assistance today sir without your help it's a restore so if by chance you need assistance again you can always call us back here in link and this is Rio you have a nice day bye bye for now
41:00