V2 Rubric Detail — 1f1bdd50-66a7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:38
Duration
25m 4s
Contact
Sheryll Scott
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133318
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Child node not connecting

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall94.1% (+54.1)

V2 Grader Summary

The agent successfully resolved the mesh node connectivity issue by guiding the customer through a factory reset and 5-press pairing, resulting in a solid blue light and confirmed functionality. The recommendation to use the MX4200 as the parent was technically sound, though a minor inaccuracy about the MR9610’s band count was present. No escalation was needed, and ownership was maintained throughout.

V1 Case Analysis

Customer reported one MX4200 node flashing red. Agent instructed factory reset (25 sec hold, longer than KB 10–15 sec), performed 5-press pairing on parent MR9610. Node turned solid blue temporarily but flashed red again after relocation. Internet connectivity not verified. Issue not fully resolved.

Troubleshooting Steps
  • Collected model numbers: MX4200 and MR9610.
  • Instructed customer to factory-reset the problematic node (25-second reset button hold).
  • Performed 5-press pairing on the parent MR9610 router.
  • Observed node LED transition from red → solid purple → solid blue.
Key Observations
  • Agent instructed 25-second reset hold [13:00], exceeding KB-recommended 10–15 seconds, risking potential hardware stress or unintended behavior.
  • 5-press pairing was referenced but not clearly explained step-by-step [19:00], risking customer confusion if repeated.
  • Node flashed red again after relocation [22:00], indicating possible signal or configuration instability not addressed.
  • No verification of internet connectivity or client device association after 'fix'.
  • Excessive silences and poor call pacing throughout [01:00–02:00, 02:00–03:00, 04:00–05:00], reducing efficiency and control.
  • Agent failed to collect serial number despite initial offer from customer [02:00], missing protocol opportunity.
  • Agent normalized customer's email spelling [11:00] but did not confirm or document it in case context.
  • Agent incorrectly referred to 'five press on the parent node' [19:00], implying action on parent rather than child node, creating potential confusion.
Positive Highlights
  • Correctly identified flashing red LED as disconnected node state [12:00].
  • Collected both MX4200 and MR9610 model numbers, confirming topology [03:00–04:00].
  • Confirmed fiber ISP (QWK.net) and physical setup proximity [12:00].
  • Successfully guided customer through reset and pairing sequence that resulted in solid blue LED [19:00].
  • Provided basic relocation guidance and advised monitoring LED status [20:00].
Agent Errors / Gaps
  • Instructed incorrect factory reset duration (25 seconds instead of 10–15 seconds) [13:00].
  • Failed to explain 5-press pairing steps clearly or confirm customer understanding [19:00].
  • Did not verify internet connectivity or client access after node re-pairing.
  • Allowed node to be relocated before confirming stable connection [20:00].
  • Permitted long silences without explanation, reducing call efficiency and control [e.g., 01:00–02:00].
  • Did not collect serial number despite customer providing it [02:00].
  • Did not confirm or document customer email despite phonetic spelling [11:00].
  • Misstated procedure by saying 'the parent did the five press' [19:00], which contradicts standard mesh pairing flow where the child node initiates.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms the child node shows solid blue and states 'everything's working fine now,' with customer expressing appreciation and no further issues.
R2 Met Diagnostic thoroughness conf 96%
Agent guides customer through factory reset of the child node, repositioning, and 5-press on parent node — all relevant, logically ordered steps from KB guidance.
R3 Met Correct resolution path conf 95%
Agent correctly advises using the MX4200 as parent due to better specs and proceeds with best-effort troubleshooting despite MR9610 being out of warranty.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies red-flashing LED as symptom, confirms model numbers, checks placement, and determines root cause as pairing failure requiring reset.
T2 Met Appropriate tools / resources used conf 93%
No remote tools or logs were necessary; agent used correct KB-based procedures (reset, 5-press) appropriate for mesh node connectivity issue.
T3 Partially Met No misinformation conf 85%
Agent incorrectly states MR9610 is a 'dual band 5 mesh router' — it is a tri-band Wi-Fi 6 router; this is a minor technical inaccuracy.
Communication
C1 Met Clear & professional language conf 96%
Agent maintains control, sets expectations ('wait three to four minutes'), and drives resolution without losing focus despite customer digressions.
C2 Met Confirmed understanding conf 90%
Agent uses accessible language, confirms understanding, and adapts tone to match customer’s pace and politeness.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, does not transfer, and follows through until node is confirmed working.
O2 Met Proactive follow-through conf 96%
Agent provides clear next steps (reset, move, 5-press), waits for confirmation, and validates success before closing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Agent makes appropriate decision not to escalate, resolving the issue at L1 using standard procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue was resolved on the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanks customer for patience but does not explicitly acknowledge repeated effort or frustration over delayed call.
X2 Met Tone & rapport conf 90%
Agent matches customer’s conversational tone, uses respectful address ('ma’am'), and checks progress naturally.
X3 Met Overall experience conf 95%
Agent avoids unnecessary repetition, performs actions efficiently, and minimizes customer effort during reset and relocation.
Call Transcript38 turns · 43 lines
Speaker 1
[beep] Hi, I'm calling because I purchased a set of three Linksys, MX 4200 routers.
00:00
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is~ov. How can I help you? [silence]
00:00
Speaker 1
To help with the connection within my home. And two of them work and all of the, um, they all three worked, but now one of them has a constant red light and I've done everything I can think of to get it to work and only two of the three are working, so I don't know what to do. Well, I purchased them on Amazon and it's been a, it's been a few months. Like they were working just fine, all of them, and now all of the sudden, all of them work but one. So, I don't know if you guys can help me figureout why it's not working, what I need to do to get it working.
01:00
Speaker 2
yes ma'am okay [ silence ] okay so right um you just purchased this router right and one is not working okay all right ma’am uh yeah we will uh check on that maybe the uh the one of the nodes there is not communicating [ silence ]
01:00
Speaker 1
absolutely. Let me, these numbers are so tiny. So let me get my magnifier out. Okay. Um, let me know when you're ready. It is three eight. U-20 M as in Michael, the number one eight D as in dog zero seven nine seven four.
02:00
Speaker 2
[silence] Yeah. [silence] Okay. [silence] Oh, here it is, blue LED, that means it's connecting but it's not connected. [silence] Okay, that's too. [silence] Mary. [silence]
02:00
Speaker 1
Uh yes, yes. Uh, yes. I have my main router and then I have three of these nodes, uh, Linksys nodes, uh no, it's a Linksys that I got, um, that I bought and then I got these Linksys Mesh systems. And so do you, do you, do you. Uh. I do. U. Yes.
03:00
Speaker 2
David. Zero, Seven, Nine, Seven, Four. Correct? Okay. All right, so... it's MX 4200. And how many nodes you have, linking devices you have in total? [silence] You have the... you have a router from your Internet provider, correct? [silence] Oh, I see. So you have an existing router plus these three MX 4200.
03:00
Speaker 1
uh, yes, just one moment. Let me, it is a, oh, what is this one? It's on link? Um, what is the number? What is the ah, do you want the model number? Okay. It's MR-9610V as in Victor number two. and I know this is one that is not supported anymore and I have to buy the upgraded one, [silence}
04:00
Speaker 2
And. [silence] Can I also have the model number of the main router [silence] ma'am? [silence] Yes, it's correct. [silence] Can I [Silence] close? [Silence]
04:00
Speaker 1
Yeah. That what? Yes. Yes. And all the me now all the mesh nodes were connected to it, all of them were working great, and now this just this one does not work. I'm trying to figure out what's wrong. Okay. Okay, thank you. [silence]
05:00
Speaker 2
Okay. So, you're still using the M R 96 10 as your parent node, ma'am? Uh is this the main, um, router that you have? Okay. Yeah, cuz uh. Yes, go ahead. Mm-hmm. Okay. Let me just uh check uh both routers, ma'am, okay? Just give me one to two minutes. okay yes ma'am let me just create a record yeah I apologize for that yeah the reason why I tracked both devices ma'am just for me to verify um this we usually advise our customers to um make the play make the parent node as the the one which is um which is which has higher specs compared to the child nodes so in your case uh it seems that the MR 9610 is I think uh this
05:00
Speaker 1
So should I take this one of these white mesh nodes and make it my main router and connect it and not use the other one? Is that what you're telling me? And since my parents... [silence]
08:00
Speaker 2
This one is an older model compared to MX4200. Yeah. So we yeah usually suggest to make the parent node better compared to the child nodes. Yes, ma'am. You can still you can still use the other one. You can still make it as a child node. But we normally, yeah that's that's what we suggest our customers to do. You need to have a a good um parent node. It It should be better. It should yeah it should be better compared to the child node because uh in your case right now it seems that this MX4200 has a better specs compared to MR9610. it's a better router compared to uh the MR 9600, but it's still up to you, now. Yeah. Yes, there are cases, yes, there are cases that the child note will will really have a hard time communicating with the parent note, especially that both devices are not on the same model.
08:00
Speaker 1
Yeah. yeah. So what do you suggest? Go ahead. Do I even do I even need it?
10:00
Speaker 2
But though they are compatible, okay, cuz this MR90 is a dual band 5 mesh router. The other one is a tri band 5 mesh router. So, yeah. So we can actually Yeah, what we normally suggest our customers to do is to make their MX4200, which is a better router compared to the MR90. So one of your MX4200 will make as a parent node and this MR, we can make it as a child node. [silence] Well it's really up to you. It's it's still up to you, ma'am. Um we can what right now since your your only issue is um one child node is not connecting. So we will we can work on that one.
10:00
Speaker 1
[silence] That's what I'm trying to do is get this child node to connect, like it's just: the other two have a solid blue light and this one just has a red flashing light. [silence] It is Cheryl, so S-H-E-R-Y-L-L-L, so there's two L's. R as in Robot. sberry.scott@outlook.com. [silence]
11:00
Speaker 2
[KEEP_UNCERTAIN] Red flashing. Okay yes that just means it's not connected or it's still trying to connect. So um let me just create a record ma'am. Can I have your name? Name and uh your last name? Last name. What about your email? Yes. Robert. Thank you. Thank you. Thank you. Thank you. [silence] Look.
11:00
Speaker 1
I'm through this I'm through um uh quick net cuz I have fiber quick quick so it's K it's uh QWK dot net so quick net QWK dot net and it's fiber yes oh it's right next to it
12:00
Speaker 2
[silence] okay and who is your internet provider ma'am uh quick set uh okay UK. all right the fiber connection okay okay all right thank you so much um for that ma'am okay so here's the thing since you're uh since one of your child node it's not connecting can we move that child node close to the parent nodeman it's right next to it okay we'll just have to reset that child node to factory defaults and to do that
12:00
Speaker 1
Okay, so do that now. Okay. Now, let release it. Okay. Do I need to move it farther away from the parent mode? Oh, maybe that's the problem because it's not. Okay. Well, it's like three feet right now.
13:00
Speaker 2
Kindly press and hold the reset button for 25 seconds, okay? Yes, Ma'am. [silence] Yes, Ma'am. [silence] It should be at least five to six feet. While we are [silence]
13:00
Speaker 1
But I mean, when it's if we get it set up and working, does it can it does it need to be next to it? Or can I move it somewhere else? OK. OK. It's like a purpley color right now, like it's like the bright, like a bright purpley pink color, like it's trying to do its thing. It's not solid red and it's not solid blue. So it's kind of like in between
14:00
Speaker 2
After it's configured, after it's connected to the parent node, we can relocate the node. You can move it. Okay, so how's the lights? Okay. It's solid purple, right?
14:00
Speaker 1
Yeah, [silence] yes, [silence] okay, [silence] okay, [silence] [silence] [silence] Yeah, I got a blue light on it now. I have a blue light on it right now. The theThe the parent and my the parent node the big, the the black one that's no longer that's an older model. The red light is flashing.
15:00
Speaker 2
Okay, and so you see the lights? Okay, I'm sorry, what was it again? Blue lights on which node man? What about the child node? Any, any changes on the, Okay, it will take time to establish a connection, so we will wait for three to four minutes, okay.
16:00
Speaker 1
Okay. I'm like a plan. I've been meaning to call you guys for quite a while and I just keep forgetting and I'm home today so I'm like, I'm calling. red scale parent note is all is blue it with yeah all in blue
17:00
Speaker 2
Okay, so any progress on the child node, ma'am? It's still flashing red. Okay. But the parent node is now solid. Okay.
18:00
Speaker 1
Oh, whoops. My child node was blue for just a second and now it's back to red. Now it's blue. It's a solid blue right now. Okay. Okay.
19:00
Speaker 2
me, it's blinking blue or solid blue, very good, okay, so that just means, ma'am, it's connected and it's communicating to the parent node, okay, so all of your child nodes, the MX 42, no MX 4200 nodes are connected to your parent node, so what we actually did, ma'am, was we reset your child node to factory default and the parent did the five press on the parent node, so if ever, yeah, if you, if ever this will happen in the future, just do the same thing.
19:00
Speaker 1
Okay, I can do that. Just need to make sure I unplug this, move it, okay. Yes, I. It unplugged.
20:00
Speaker 2
Yes, ma'am. Yes, we suggest, yeah, we suggest you to do this. And yeah, once you, once you upgrade your parent node, you, you need to reconfigure your devices, your child nodes, because you need them to connect back to the new parent node. Okay. Yes, so you may relocate the child node now. Um, just make sure you still have a blue light once you relocate it. Would you like it to do that while I'm here? I'm, well, I'm still here in the other line. Okay.
20:00
Speaker 1
Okay, let's go move this bad boy and see what we come up with. Who knew it would be so technical? [silence] Let's see if it works. Yes, it's blue. It's flashing blue. Okay. It went red. [silence]
21:00
Speaker 2
did you just plug it in? okay all right yeah it it will take time it it takes the time to communicate back to the parent node so we'll just wait for it to turn solid blue again I see. The new created state, bolts and the network connected blanks.
22:00
Speaker 1
is it normal for it to flash red again? Okay. it's blue, solid blue help, you help me out so much I appreciate it.
23:00
Speaker 2
Yes, that's trying to, it's still trying to communicate. So we'll just wait for it. Okay, okay, that's great. So everything's working fine now. Will there be anything else that you need help with, ma'am?
23:00
Speaker 1
You have a great night and a great weekend. Thanks. Goodbye. I'm sorry, I'm sorry. I thought you had hung up. I'm sorry. Okay, thank you.
24:00
Speaker 2
Thank you so much for your time and your patience and you did great, Wa. Thank you again for calling Lynxus. By the way, for more information, please visit our site support.Lynxus.com. If ever you need to call us back, just give us your phone number. This is Epi again from Lynxus. I do hope you're happy with our service. Thank you for calling. You do have a great night Miss Cheryl. Yes, you too, Ma. Bye-bye. [silence] Hello, miss Ca. I'm sorry, um you forgot to hang up. Okay. We're not allowed to release the call, Ma, so we need to wait. All right, thank you again. [silence] Alright, this call has been recorded for your protection and tax data purposes. Yes, I do agree with that. Doctor, no, it's Alright. This call has been recorded for your protection and tax data purposes. Yes, I do agree with that. Doctor, no, it's. [silence] Alright, this call has been recorded for your protection and tax data purposes. Yes, I do agree with that. Doctor, no, it's. [silence] Alright, this call has been recorded for your protection and tax data purposes. Yes, I do agree with that. Doctor, no, it's. [silence]
24:00