V2 Rubric Detail — 1f2420b8-7ba2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 14:26
Duration
37m 27s
Contact
Peter Lee
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136508
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child nodes lost connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall75.1% (+9.1)

V2 Grader Summary

The agent conducted thorough, KB-aligned troubleshooting for a weak-signal issue on an ISP-provisioned mesh system, achieving temporary stabilization through repositioning. While full resolution was not confirmed, the path was appropriate and escalation was not yet warranted. Empathy and next-step clarity were limited but not absent, resulting in a partial resolution with appropriate technical accuracy and ownership.

V1 Case Analysis

Customer reported MX4200 child node cycling through LED colors (blue, yellow, red). Agent diagnosed weak signal (yellow LED) and guided node relocation closer to parent. Node returned to solid blue; advised monitoring and callback if recurrence. No warranty or escalation needed.

Troubleshooting Steps
  • Confirmed product model (MX4200) from customer statement.
  • Interpreted yellow LED as weak signal per Intelligent Mesh LED guide.
  • Guided customer to relocate node closer to parent to improve signal strength.
  • Identified and corrected misunderstanding about wired backhaul — node showing signal strength must be wireless.
  • Verified node returned to solid blue after relocation and cable disconnection.
Key Observations
  • Agent correctly interpreted yellow LED on MX4200 as weak signal, consistent with led_intelligent_mesh_consumer.md.
  • Agent accurately recognized that a wired node should not display signal strength and guided customer to verify connection type.
  • Agent did not verify WAN/internet status on parent node or check other nodes' firmware consistency before focusing on child node.
  • Call contained long silences and repeated instructions, reducing efficiency.
  • No warranty status check or serial number collection was performed, but customer mentioned node was 5 years old (likely out of warranty).
Positive Highlights
  • Accurately explained yellow LED as weak signal for Intelligent Mesh (MX4200) per KB guidance.
  • Recognized wired node should not report signal strength and correctly deduced node was operating wirelessly despite cable presence.
  • Provided clear, actionable steps (relocate node, check signal, observe) and set realistic expectation for monitoring.
  • Correctly concluded issue was location-based, not node-fault, after swap test failed to resolve it.
  • Did not recommend unnecessary factory reset or re-pairing, which would not fix signal strength issues.
Agent Errors / Gaps
  • Did not explicitly confirm product model early in call — waited until customer volunteered it.
  • No warranty status check or eligibility discussion, despite customer mentioning node was 5 years old.
  • Did not follow structured troubleshooting flow (e.g., verify internet → parent node → child node).
  • Repeatedly asked for firmware version and signal strength without clear purpose or action plan.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
The node eventually turned solid blue after repositioning and rebooting, indicating temporary recovery, but long-term stability was not confirmed and the root cause was not resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through signal strength checks, node repositioning, swapping locations, verifying connections via app, and observing LED behavior — all relevant steps for weak signal diagnosis per KB guidance.
R3 Met Correct resolution path conf 88%
Agent pursued best-effort troubleshooting appropriate for an ISP-provisioned device (SPNMX series), focusing on placement and signal since firmware control lies with ISP; escalation to ISP is the proper next step, not RMA.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent identified yellow LED as weak signal, asked about distance, verified signal strength (-55 dBm, then -45 dBm), tested by repositioning, and used app data to assess connectivity — logical diagnostic flow matching KB guidance.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the Linksys app to check node status, signal strength, and topology — the primary tool for mesh diagnostics — and interpreted results accurately (e.g., wireless vs. wired indication).
T3 Met No misinformation conf 96%
All technical statements (yellow = weak signal, wired nodes don’t show signal strength, location affects backhaul) are consistent with KBs led_intelligent_mesh_isp_spn.md and velop_mesh_node_placement.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained call flow but failed to set clear expectations early, had unstructured transitions, and only framed next steps at the end; did not lose control but lacked proactive framing.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language and avoided jargon, but overused ‘sir’ without checking understanding; did not adapt tone to customer’s evident frustration or confusion during app navigation.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case throughout, did not transfer, and continued troubleshooting across multiple attempts; stayed engaged despite customer’s technical difficulties and physical movement.
O2 Partially Met Proactive follow-through conf 83%
Agent advised customer to monitor nodes and call back if issue recurs — reasonable for ISP-provisioned hardware — but did not specify a timeline or offer proactive follow-up, leaving next steps vague.
O3 Partially Met Closure confirmation conf 81%
Agent acknowledged ticket number but did not reference prior troubleshooting; treated call as continuation but didn’t confirm previous steps, risking repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 89%
No escalation occurred, but none was warranted — issue was being actively diagnosed and showed improvement; persistent fault would justify escalation, but call ended on positive trend.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred and none was warranted at close of call — E2 cannot be assessed as it depends on E1 being Met or Not Met.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained professional and patient but did not explicitly acknowledge customer’s repeated efforts or frustration; missed opportunity for empathy despite clear signs of fatigue.
X2 Partially Met Tone & rapport conf 84%
Agent maintained steady pace and kept customer engaged through complex steps, but used repetitive phrasing and did not adjust style to customer’s lagging device or confusion with app navigation.
X3 Partially Met Overall experience conf 82%
Agent asked customer to move nodes and check serial numbers — necessary steps — but could have minimized effort by guiding more precisely; some repetition occurred due to app lag and unclear node naming.
Call Transcript64 turns · 67 lines
Speaker 1
[silence] Hello. So, yeah, I called earlier and I have a ticket number if that's useful. It's Lima, Tango, Sierra, 0 0 1 3 6 5 0 8. That's correct.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. customer Hi, thank you so much for calling Linksys. This is Threshia. Can I help you? Customer Sure. Um, please provide me with the ticket number. Threshia Okay. So I'm speaking to Peter Lee.
00:00
Speaker 1
Yeah, that's right. Yeah. Initially, the child unit went back to blue, but it's yet again gone through all the colors and ended up yellow. So I brought it back into next to the parent node. So, right now it's next to it, because it it's I've done it three times now and every time I take it back to where it's always where it's like. The light indicator now is blue, constant blue. Yep. [silence]
01:00
Speaker 2
Okay. Are you calling for the same reason? You are calling for the same reason. Mhm. Okay. Well if it's like the light indicator is yellow, um that indicates that the node is just too far from the others and it's not getting enough signal. How far is the node from the parent node right now? Okay, so what's the light indicator now? Uh, is it right next to the parent node?
01:00
Speaker 1
It's in the next room where it's always been and been perfectly fine. Uh, for. Okay. And so start. Okay, well, I can make it, I can make it a few feet closer, but that's all because it needs to be in that, it needs to be in the main room. Okay, I'll move it now. So, at the moment, I'll just unplug it and move it. [silence]
02:00
Speaker 2
And how far will the node be when you've relocated? How many modes do you have in total? Okay, um, sir, let us try to isolate this issue here by changing the location of the node. So, we will relocate the node and we will move it on a different location. So, to make sure that it's not too far and not too, uh, not too far from the other node. Hmm. Okay. Yeah, it. Okay. Okay. Let's try that, then.
02:00
Speaker 1
Okay. Are you still there? Hello? Hello? Yes, sir. Um, I've moved it as near, as near as I can possibly move it in this room. To the uh parent node. And I'm just plugging the Internet cable into the back of it now. Okay. So this is what happened last time. Initially it went blue and now it's flashing red. And it'll go through all the securing, if it does what it did before, it went through all the sequence and then ended up yellow. Okay, at the moment it's gone to constant blue. The Lincoln says, ah, yeah, but it's very complicated. So it's now it's gone to constant red. And now it's gone back to constant blue. I'll have a look. Yeah. [silence]
04:00
Speaker 2
you have a link to this app here right okay can we try to open the link to this app
05:00
Speaker 1
It's gone back to yellow again. I'm trying to. I've not opened it yet. It's not being, it's not being cooperative at the moment. Hang on a second. Now, I do have the app. I'm just finding it difficult to
06:00
Speaker 2
Okay, now we're able to open the Lynx's app. Okay, what does it say on the App When you first open it? Uh, you don't have the app. [silence]
06:00
Speaker 1
open it one second. Right, okay. When it first opens up it says, getting rooter settings. Okay, so it's saying there's five nodes, and it's got an exclamation mark on one of them. It must, there must be, yeah, there must be another one somewhere. And the the the the parent
07:00
Speaker 2
click on the but uh so you have five nodes in total okay um so just to be clear sir how many nodes are working right now [silence]
07:00
Speaker 1
node is working. [silence] Two others are working. [silence] One that we're talking about now is not working, [silence] and I think there's another one somewhere in the house, [silence] but I've been running around the house trying to find it and I can't see it. [silence] At the moment, I think there's four, yeah. [silence] Okay, so I'm on the app. [silence] Guest network, is that the one? [silence] Okay, let's have a look. [silence] Yeah, I'm on, I did that. [silence] NT, yeah, it's saying five there, so, [silence]
08:00
Speaker 2
okay, so technically there are four. Okay, so can you try to get into the menu and Network Administration? [silence] yes, on the app. [silence] okay, so no Network Administration. [silence] so [libre S] run [silence] okay? [silence] so [silence] click the menu and then Network Administration, and then click on Nodes. [silence] Okay, click on each, click on the nodes here that has the same uh, same problem.
08:00
Speaker 1
No, they're just numbered and I don't know which one's which. Uh one says router, one says child node 2, child node 4, swish fiber 02 and child node 3. And child node 3 is saying offline. Okay, one second. [silence]
09:00
Speaker 2
did you rename the node the node zero okay so what's the names that uh what are the names of the node that shows up there okay check out click on each node sure so there's a specific um zero number at the bottom of the node here uh the last five digits i mean you check you click on the node that shows on the app sir and verify if it shows the same serial number uh that you have underneath the node that is showing yellow
09:00
Speaker 1
Well, I've just clicked on the one that's showing Child Node 3, that says offline, and there are no, there are no numbers that come up on the app. Okay, so I'll try number two. That ends in 94. It's not that one. Child Node 4. Child Node 4.0896. Let's have a look. This ends in 441, so it's not that one either. So, yeah, I'm now I've got the same one on the app now as well. It ends in 441.
10:00
Speaker 2
do not click on the offline nodes sir there are other nodes you click on those as well What is the serial number of the node that's underneath that is showing yellow light right now?
10:00
Speaker 1
Signal strength is minus 55 dBm. 1.0.11.2166 26. 1.0.11.216 26. There. Yes. 1.0.0.
11:00
Speaker 2
[silence] can you tell me what's the signal strength of that note, [silence] sir? [silence] Okay, what's the firmware version? [silence] Again, [silence] this child note here is from [silence] from your internet service provider, right? [silence] Okay. [silence] Uh again, sir, can you repeat the the the firmware version slowly? [silence]
11:00
Speaker 1
11. 2 1 6 6 26. Yeah let's look underneath the node itself. it's an MX 42 00. [silence] Now we're looking for the schematic s-c-h-e-m-at-i-c. [silence] That's correct. Yeah. Uh, no, it was Swiss fiber originally, but I think they don't get taken over by Cuckoo, didn't they?
12:00
Speaker 2
Your internet service provider is COCO Broadband, right? Did you just switch internet service providers, sir? I'm not so sure about that, sir. But, uh, it's just that, sir, that I mean, as per checking in our record, the, um, the firmware that we have here doesn't coincide with the firmware [silence]
14:00
Speaker 1
Well, the model was originally provided by Swish Fiber. But we now are under contract with Cuckoo, because they took over, they bought out Swish Fiber.
15:00
Speaker 2
or that your node is currently having. So I guess we need to verify that, sir. That's why I'm asking if your internet service provider is Swiss Fiber or KUKO, because the only one who can verify this, the firmware, sir, is the internet service provider who provided this model. Okay, so, like, that's the case here. So, let me just check what else we can do for you.
15:00
Speaker 1
Okay, so that was 21, 66, 26, and that was number now connected to four. So channel node two, uh, child node two is the same. The router is the same and the six six, six six two six at the end, yeah.
16:00
Speaker 2
For this, um, the best thing, I mean, one of the thing that we need to do here is to verify if the firmware of this node is, um, updated. But can you try to check the other nodes, sir? If they are all the same, right? If the firmware are all the same. How about the routers here? 62.6. 62.6. Okay.
16:00
Speaker 1
The one that's not working. Well, there's one in the office, there's one in the dining room and there's one upstairs. Uh, the one in the dining room. So just swap the two over. Okay, I'll go get it. Hang on a second.
17:00
Speaker 2
All right, so, where is the other node located right now, sir? No, no, no, no, the other node. Okay. How about this one, sir? Can we try to swap the location of the node, sir? So, uh, which one is the closest, the parent node, sir? Okay, can we try to swap this node, sir? Bring this, the dining room, and bring the dining room node there where to where this node is located right now. Yes. Swap the location, sir.
17:00
Speaker 1
Okay. Yeah, that, they're now, swapped over. Hello Hello. The one that I've brought from the dining room is now flashing blue. Okay. The one that I'm looking at now has changed from blue to flashing red. And I'll go and look at the original one that was yellow. And.
18:00
Speaker 2
okay what select indicator now of the node okay how about the one that is originally showing yellow light that you bring to the dining room place or location
19:00
Speaker 1
So the one that is in the dining room, which was the problem child. Oh no, it's flashing. Okay, so that looks constant blue. Um, I'll go to the one that we've now brought from the dining room to the lounge. And that is constant red. Oops. It's
20:00
Speaker 2
So this is the child node four, right? Is it staying solid red?
20:00
Speaker 1
Solid red, the one that I've just brought in here, yeah, it's now gone solid red. Just unplug and replug, okay? Yeah, this can be there. Unplug Replug. Yeah, it's sat on a on a bench, no it's just under the TV. Yeah, now it's on top of a little cabinet, so it's now flashing blue.
21:00
Speaker 2
Can you try to reboot that? Unplug and replug? [silence] Yes. And in that certain location, Sir, is it just like in an open- uh the node is put in an open area, not under the table or [silence] Okay, under the tv. Not inside the cabinet or what? Okay, we're waiting for the [silence]
21:00
Speaker 1
OK, yeah, that is still constant loop. This one is now back in the lounge underneath the TV, it's flashing red and it's gone constant.
22:00
Speaker 2
Okay. Still booting. How about the node in the dining room?
22:00
Speaker 1
Yeah. Yeah, just said that's constant blue. And now, and now, yeah, this is solid blue now as well. oh no, it's switched back to red. yeah. Oh, it's gone from red to to solid blue again. Yeah, yes. Yeah. oh, No, it's gone to yellow again, which is where we started. The node in the lounge, which is the room that's always been the problem. This is the this is the node from the dining room, which was fine, but it's this one's gone yellow.
23:00
Speaker 2
Okay, it's just solid blue. The node from the dining room. Uh Say solid blue now Okay, let's check the signal strength of each node now, sir. Open the Linksys app. Which node, sir? Which node? Okay. Okay. Well, I guess, sir, that it's not the node that's the problem, sir. I guess it's the location.
23:00
Speaker 1
Well, it's been the same location for five years now. Okay. Okay. Okay, so I can put it at the other side of this room, away from the left channel.
24:00
Speaker 2
I understand, sir, but what's working before is not always the same as working right now. There could be some network changes, sir. Okay. That's a great factor that we need to consider, because the changes in the network, sir, could interfere in the connection of the nodes, sir. And yellow light shows weak signal. It means that it's not getting enough signal or good, strong signal from the other nodes. So, our choice now is to move this node to a different location where it can communicate easily and with strong signal to the other nodes.
24:00
Speaker 1
The TV, if that might help. But the, the, there is, it's as close as I can get. Yeah. This one's also got an ethernet cable plugged into the back of it, which, which is limiting in terms, yeah. Uh, Well, I don't know where I don't know what it's connected to, but presumably the internet cable. No, it's it's still where it was. Yeah, I've got it open. [silence]
25:00
Speaker 2
okay. let's try that. make sure that it's closest to the other node. so, this is a wired. so, this node is a wired child node. where is the node wire directly towards her? because it doesn't show. okay, so let's try to go back to the Linksys app and let's verify. Did you relocate the node of ID? Okay. Before you move the node to [silence], please open the Linksys app.
25:00
Speaker 1
this is uh My computer's getting pretty laggy on Force, due to some heavy stuff I'm doing. Well,
26:00
Speaker 2
Ha ha ha ha. I have my Nola. Okay, go to Network Administration, sir. okay, under Network Administration, uh, uh, check on this node, sir. Which node is this? Is this a child node too? Check the serial number of this node, sir, please. Okay. So check on the app, which one is, okay. So this is a child node two.
26:00
Speaker 1
it's uh minus 45. It's connected to our ethernet system I presume. connected to child node 4 it says. No, no this is sorry, this is child node two and it's connected to child node 4. No idea, don't know which child node 4 is. Okay, child node 4.
27:00
Speaker 2
This child node four and it's connected to child and it's connected to child node four. Can you try to verify that, sir? So, but how far is this from child node four, sir? I believe that you check the serial number of the child node four, sir, please click on the child node four.
27:00
Speaker 1
Child 4 is minus 74, and it ends in 896. So that's not one we we, I believe it's upstairs. It's on a different floor, but it's directly underneath it.
28:00
Speaker 2
Where is child node for right now sir? So this it's far from this node. Okay, well sir. If you said that this node was wired, there's a cable wired onto it. Now sir, just as your expectation, we are getting a signal strength negative 45 on this node, which indicates that this that this node is connected wirelessly, not wired. Because if it's wired, sir, it should not provide signal strength. And it will not say connected to, any of the node. It will just show a parantheses and in close paranthesis,
28:00
Speaker 1
Okay. Okay. Yeah, it's still yellow. What, back to where it started in the dining room? Oh, okay, yeah. Let's try that one. It means I'll have to do it without the cable, so we're not losing anything anyway, are we? [silence]
29:00
Speaker 2
Uses and trees out in between the parentheses is which indicates that node is wired connect connected wired. Okay. Now, sir. Can you trace the cable, sir? That goes from the bank of this node. Can you chase where it's connected to? 'cause, I guess that's the best thing that we can do now. We will have to have this node wired directly. Is it still yellow right now, sir? The try to the move it first to the location you just say just suggested while ago, sir. Ah, I don't know. No, no. The one that you mentioned away from the TV.
29:00
Speaker 1
Okay. Okay. Okay, I've plugged it in in the new location. [silence]
30:00
Speaker 2
Yes sir. Anyway, this is not connecting wired. It is connecting wirelessly. So let's just make it wireless.
30:00
Speaker 1
flashing blue. Now it's flashing red. OK. hey
31:00
Speaker 2
what okay that is rebooting so let's just give it um three to five minutes and then and then and then and then and then and then and then and then and then
31:00
Speaker 1
Ai. It's solid blue. yeah, okay. Now, it's gone to red flashing now. yeah. It's changing now to solid blue.
33:00
Speaker 2
oh hello okay what's the light indicator now de note solid blue Okay, let's observe if it's going to stay solid blue. Oh And the first part too there it is Yeah, it's just uh observe and maybe it's going to turn back solid blue later on uh in a minute. So we know if there's any changes.
33:00
Speaker 1
like child note four. I'm not, no that's, this is not child node four. This is child node two. yeah child node two, it's saying minus 58. And it's still blue. It's connected to a socket on the floor at the other side of the room. Okay.
34:00
Speaker 2
Ooh. Okay, that's hope that it's going to stay solid. Um on the app, can you try to check this node? This is child node four. Check on child node four. What's okay, uh child node two, I'm sorry. -58. And where is it connected? Oh, where is it connected? No, no, no. On the app, where is it connected? Which node is it connected? Connected to router. How far is this node from the router? [silence]
34:00
Speaker 1
So this might be a better position. Great. Thank you for your help. [silence]
35:00
Speaker 2
Okay, all right, let's give it, yes, let's give it, um, five minutes. Let's observe it for five minutes if it's gonna stay solid too. Now, where is he? [silence] [silence] [silence]
35:00
Speaker 1
It is. Yeah, it looks- looks quite good at the moment. Okay. Just while we're waiting, I'll go check the other one that I moved earlier. Yeah. Yeah, that's also still solid blue. This could be good.
36:00
Speaker 2
Um, what? Okay, is that not staying solid there? Mm-hmm. Okay. Okay. Sure, yeah, the dining room, uh, the node in the dining room. Okay. Okay Alright. All right, if that's the case, sir, um, I think we are, uh, what we will do now is to, uh, we'll just advise you to [silence] Okay.
36:00
Speaker 1
L Or it. Thank you very much. Really appreciate your help. Okay. Thank you. All right, bye bye.
37:00
Speaker 2
You are good? Keep checking on the nodes if they stay solid blue. So, it is for your observation. On in case that the issue will happen again, just give us a call back and just refer to the same case number. Okay? Okay. You're welcome, sir Peter. Thank you for your time. Have a good day and take care.
37:00