V2 Rubric Detail — 23d90066-604e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:46
Duration
24m 42s
Contact
Barbara Reeb-sharma
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132315
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall48.5% (+12.6)

V2 Grader Summary

The agent attempted troubleshooting with resets and the 5-press method but failed to resolve the issue, as both nodes remained solid red. Critical diagnostic omissions — particularly not verifying the modem or WAN cable — and the use of incorrect terms like 'fire press method' undermined technical accuracy and increased customer effort. Despite maintaining ownership, the lack of tool use and clear next steps resulted in a partial resolution.

V1 Case Analysis

Customer reports solid red LEDs on both MX2000 parent and child nodes. Agent attempted reset and incorrectly used 5-press pairing method (not valid for MX2000). No resolution achieved. Recommended modem power cycle and follow-up.

Troubleshooting Steps
  • Confirmed model number MX2000 and collected serial number.
  • Guided customer through hard reset of both parent and child nodes.
  • Incorrectly instructed 5-press pairing method (not applicable to MX2000).
  • Suggested power-cycling ISP modem (Smart City).
Key Observations
  • Agent used 5-press pairing method (00:14:00), which is not supported on MX2000 (only for Cognitive Mesh devices like LN1400/MBE7000).
  • Agent misidentified solid purple/pink LED as correct (00:11:00, 00:13:00), when MX2000 should show solid blue when online per KB.
  • Serial number was captured but not verified for accuracy or used for warranty lookup.
  • Customer was on hold for extended periods with no progress updates (00:07:00, 00:12:00).
  • Agent suggested 'Firefox method' (00:12:00), which is not a standard Linksys setup term and may have confused the customer.
Positive Highlights
  • Agent confirmed product model (MX2000) and attempted to collect serial number (00:04:00–00:05:00).
  • Agent correctly identified parent/child node topology based on physical setup (00:02:00–00:03:00).
  • Agent showed empathy by acknowledging customer's remote situation and frustration (00:07:00, 00:21:00).
  • Agent suggested modem power cycle as a valid next step to rule out ISP-side issues (00:21:00).
Agent Errors / Gaps
  • Used 5-press pairing method on MX2000, which is not supported per KB.
  • Misidentified solid purple/pink LED as correct setup state for MX2000 (should be solid blue).
  • Failed to confirm WAN connectivity or modem handoff before resetting nodes.
  • Did not validate successful setup before ending the call.
  • Introduced non-standard term 'Firefox method' (likely misstatement for web UI setup).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with both nodes still solid red and states 'they're both red now... it's not making it from the modem to the router' — no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets and attempted 5-press method, but skipped essential steps like power-cycling the modem first or checking the WAN cable connection.
R3 Met Correct resolution path conf 90%
Agent pursued troubleshooting (resets, 5-press) rather than dismissing or escalating prematurely, which is appropriate for a potentially resolvable configuration issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified solid red LED as symptom and asked about ISP, but failed to diagnose upstream (modem) or physical layer (cable) issues systematically.
T2 Not Met Appropriate tools / resources used conf 85%
Agent did not use any diagnostic tools (e.g., no instruction to test modem directly, no web UI access attempt) despite a clear need to isolate the WAN issue.
T3 Partially Met No misinformation conf 80%
LED interpretation was mostly correct, but agent used clearly incorrect terms: 'fire press method' and 'press the bbq', which are not valid procedures.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent gave instructions but struggled with pacing, had multiple silences, and unclear transitions (e.g., sudden shift to 'Firefox method'), reducing call control.
C2 Partially Met Confirmed understanding conf 70%
Agent used simplified language but introduced confusion with terms like 'fire press' and 'Firefox method', indicating poor adaptation to customer's comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 70%
Agent suggested waiting and power-cycling the modem but did not set a timeline or follow-up commitment, leaving customer without clear next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue, while unresolved, did not meet clear escalation triggers (e.g., hardware fault, repeat contact).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent used polite closing language but did not acknowledge customer frustration or the difficulty of remote troubleshooting with a third party on-site.
X2 Partially Met Tone & rapport conf 70%
Agent maintained a steady tone but did not adjust pace or clarify when customer repeated questions, missing opportunities to reduce confusion.
X3 Not Met Overall experience conf 90%
Customer had to perform multiple resets, endure long silences, and follow unclear instructions (e.g., 'fire press'), creating significant unnecessary effort.
Call Transcript41 turns · 45 lines
Speaker 1
Sam, can you hear me? Good afternoon. I have a lynkey. I believe it's called a MESH router. So, when you have that one based, and then you have the second one in the second part of the house. Is that correct? It's called the MESH. Okay, great. Um, it is not holding the blue light.
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, please have your device's 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. Thank you for calling linksus. This is is, how can I help you? Yes. Mmhm.
00:00
Speaker 1
And I checked with the Internet provider and they said it has a strong signal going to the house. They did a hard reset from their end, but the router is not routing. Like what color light? What light is showing? Sam, can you tell me what light's showing red? There you go. I've I'm out of town. My son is at the house, so he is on the line with us as well. Yeah, solid red. It's not blinking. That's the main one that's hooked up.
01:00
Speaker 2
... I may know which of these uh node is showing a different light yes okay so your node is showing a solid red light um uh that is one of the child node right...
01:00
Speaker 1
to the um uh huh like hardwired to the house to the internet line uh huh yeah um hmm Okay, I just uh I don't I don't Two. Hmm. One is Connect X. Okay. I don't think I have one. Hold on just a moment. Sam, can you look underneath the cabinet? Do I have anything from SmartCity? because I think I just have I think I just have the Linkset. [silence]
02:00
Speaker 2
Oh so that's the parent node, since it's the one connected to your internet provider modem, so that is the parent node. How many uh link nodes do you have, ma'am? Two. So one uh connected to your modem, internet provider modem, that's what we call parent node and the other one is connected wirelessly, that's what we call the child node. So can you
02:00
Speaker 1
Of course. No, it's just connected to the okay? So mine is a model number MX 2000 and it's just directly connected to the internet to the wire, right. Well, Sam, can you? Yeah. It's just the MX 2000 that's hardwired and then another one that kind of looks like it upstairs that con that like talks to it. Okay. Correct.
03:00
Speaker 2
yes that's the only link i just but uh you have no other nodes [silence] all right all right so that's the other mx 2000. you have the child node which is connected wirelessly so what I want to know is which of these uh nodes that shows a solid red light.
03:00
Speaker 1
[silence] Could you hear him say both? Yeah. Okay? Not that I know of. No. collegeandplanting. Okay. Sure. Five, zero, D is in David. One, zero, M is in Mary. Two, seven.
04:00
Speaker 2
Red light on its LED. Is it the wireless, child node, or the one that's connected to your modem? Both? Both of them. All right. It means that uh your parent node is disconnected, so automatically the child node will be disconnected also. You didn't have a power outage prior to this. All right. Okay. Um may I have the serial number of these Linksys product? [silence] [music]
04:00
Speaker 1
9 cst and Charlie to one four five five correct. Yeah. Yes. Okay. Okay. [silence]
05:00
Speaker 2
right 50 D 10 and 29 C 2 1 4 55. So your links product is model MX 2000. You have two modes uh apparent node and a child node. okay. Now I need you uh ma'am to bring the child node near your parent node because we're going to reset your nodes and reconfigure them again since they're both showing a solid red light. So bring your child node near the parent node and make sure your parent node is connected to your modem. By the way, who's your internet provider? the modem is the one provided by your Internet. the box, the box where your parent node is connected, the source, the source of your internet. So, may I know who's your, may I know who's your internet service provider? Smart City. Okay, so, your parent node is connected to your Smart City, uh, box or modem. Okay. Now,
05:00
Speaker 1
wait wait wait he he ran upstairs to get the second one so hold on just a moment I I'm Yeah. All right. I'm several states away, so we have to wait for him to get back. I'm not in town. So just just give him a few moments. Okay. okay so is the main one plugged in plugged into the wall there it's plugged into a black box Yes. [silence]
07:00
Speaker 2
all right. Now, um, make sure that your parent node is connected to that. So that, uh, okay, that's fine. Uh, what I want to confirm is your parent node is connected uh, to your internet provider. that. I see. all right. is the parent node connected? Is the parent node connected to your internet provider? The smart city uh, box or modem?
07:00
Speaker 1
the box Sam is actually in the laundry room up on the wall, but it's wired to that spot where you're at in the family room. okay. yeah. [silence] [music] [silence] Did you do that Sam? It's just it's just blinking red, Now it's off. Okay. Now let go of the button. I know. Now it's red again. Yeah, it blinked red and now it's um, it's off again. Can you can hear me? I Yeah. I can hear you, everyone. Okay. Uh wait a minute.
08:00
Speaker 2
Okay. Press and hold. Once the light is off, let go. Okay, let go. Now, okay. I didn't blink it, did I? Yes. So, when you do a reset, you have to press and hold the reset button and its light should flash bright red and then it will pulse, dimly three times, and then it will flash bright red again until it slides.
09:00
Speaker 1
press the button and hold it. Yeah, I did. Okay. And it totally goes off. It went off, and then it started blinking red, and now it's blinking blue. Oh. That's start. Okay. Okay. Okay. Well, he went and got that. Okay. Well, we wait until this one turns solid blue without blinking. Is that correct?
10:00
Speaker 2
or goes off. Once the light is off, you can release holding the reset button. And then just wait. Okay. Alright, that's good. Since it's blinking blue, it means that it's booting up. So let's just wait for its light to stay solid or steady. Once the light is stabilized, then we can proceed to the next step. Uh, by the way, since you have reset your parent node, you also have to reset the child node. The same process.
10:00
Speaker 1
Okay. Okay, purple. Yeah, it's, it's solid pink or purple. Okay, so now... Doing it the same way? I'm doing it or no. Okay. That child boat is is booting up. Okay.
11:00
Speaker 2
Yes, but it's not a solid blue. It should be a solid purple or pink. Okay, this is good. OK, so let's just wait for it slide to turn solid purple or pink also, which means that they are ready to be set up again.
11:00
Speaker 1
That is correct. That's just uh B-Reave Boi. I'm sorry Zriversharma@gmail.com. Yes ma'am. Sure. Now Sam did uh did uh did the second. Hold on, did Sam, did the
12:00
Speaker 2
can I just confirm, ma'am, if your name is Barbara Reap-Sharma, all right, and your email address, yes, so that's your email address? Uh, we're going to, uh, set up your node using the Firefox method, uh, are you all right with that? Uh, the Firefox.
12:00
Speaker 1
It would now it would turn solid pink purple or whatever? No, it's just blinking blue blinking blue. OK OK here
13:00
Speaker 2
[KEEP_UNCERTAIN] Okay, it means it's still booting up. Barbara, I'm I want you to know if it's all right to set up your nodes using the five press method because there are three ways to set up your nodes. One is using the Linksys App if you have the application software on your phone, but since you're not at home, then we may not be able to use the Linksys App. And the other way to set up your nodes is using the web browser, but that may take a while because you need to use a computer or a mobile device to access the router's web UI to set up your nodes.
13:00
Speaker 1
okay okay okay okay let's see that okay that's pink now all right Sam let's here we go yep all right good okay
14:00
Speaker 2
Basically, there's three different ways to do that, depending on the lighting conditions. The easiest and the fastest way is something called the fire press method. Basically, I just press the bbq. All right. So we're going to use the five press method because it's the quickest way to set up your node. So what you're going to do some is on the parent node, you're going to press the reset button five times within five seconds. So that should be quick. Five times. Only
14:00
Speaker 1
All right. Let us know when you're done. I pressed it five times. And that's Yep, let us know when it turns. Go ahead.
15:00
Speaker 2
... enough so once you press the parent node five times, its LED should start blinking. OK, so let's just wait uh it will, it's LED should turn solid blue once it's connected and online. Uh, you should also, you should also check on the child node's LED. Because the child nodes...
15:00
Speaker 1
Okay. So Sam, after you. The parent is blue and the child is blinking pink. Okay, getting there. The pair is red now. Oh.
16:00
Speaker 2
or once detected by the parent node, it should also start blinking its light. okay, that's good. so it means your parent node is now connected and online. it's successfully configured. all right. now, let's just wait for your child node to turn solid blue also. since it's blinking, so it's responding to the parent node. so once your child turns solid blue, it's also connected and online and then you can relocate the child node back to where you placed it before.
16:00
Speaker 1
Well, I called Smart City and they said the Internet is coming into the house, just fine, and they even did a reset. The the parent is red and the child node is blue. Now it's red. It's like going back and forth between blue and red.
17:00
Speaker 2
it's, it got connected and it got, uh, internet from your modem, but since it turn solid red, then the it could only mean that there's an interruption or a an interference when the your modem is transmitting data from it to your, uh, parental then. Can you check if the light is back to solid blue? If your parents light, uh doesn't go back to a solid blue then, um, it basically means that it's still, uh like, say suspended or interrupted.
18:00
Speaker 1
[silence] they're both they're both red now. They're both red right now. Okay. Okay. Okay. So it's coming to the house to the modem, but it's not making it from the modem to the router. Okay.
19:00
Speaker 2
your child note will also turn solid red or blinking read. Yes, because your child note relays on your parent node, so once your parent node is disconnected automatically, your child note will be disconnected. Um, let's observe it for a minute if your parent note is staying solid red then, it could only mean that, uh it's not getting any internet supply from the modem. to the parent node, yes. So your internet connection may be fine, but
19:00
Speaker 1
Okay. Okay. And we know that the router is not bad. Is that correct? This isn't like a bad
20:00
Speaker 2
But sometimes the transmission of data gets some interference or interruption. So the supply of internet from your modem itself to the parent node may have the issue because we already got your parent node to turn solid blue, which means for a while, it got an internet connection from the modem, but then it turns solid red, which means the connection get cut off. Yeah, it's not that because we, the router shows the light behavior when we do a reset and we set, when we, set it up. So your router is working fine. It's just that it relies heavily on your internet connection. When your internet connection,
20:00
Speaker 1
Okay. Okay. All right. All right. Let's. All right. Thank you for this. We're going to get off the line. And uh, Sam, I'm going to tell you how to check the modem which is in the laundry room. and then we'll try it again. Sure. Great. All right. Yeah. Okay. Great. Thank you so much for all your assistance. I appreciate it.
21:00
Speaker 2
If the signal is unstable, it will have changes on its LED lights. Yeah, uh, if it... Yes, if your node stays solid red, you can power cycle your modem. Just turning it off and then turning it back on and observe if your node's got a solid blue light. Because your nodes are already configured. They're already connected and online. Uh, it just needs some internet connection. Okay? You're welcome. Thank you for calling Helixus again. Hi Barbara, once again, this is Us. Take care and have a great day. Goodbye.
21:00
Speaker 1
No. What light is what light lit up on that thing? Is that system status green? Battery red? Battery is red. Maybe the battery is bad. All right. Let me get, I'm going to add smart city onto the phone here for a second. Hold on. We're going to talk this one through contact us. All right hold on. War. Yes. Oh, you can go ahead and hang up. Oh here I I can. end. I can hang it up from my end Thank you so much. Bye bye. Okay.
23:00
Speaker 2
Hello, Barbara. I heard you're still on the line. Ah. Oh, you need to hang up the phone. Yes. Yes. You're welcome. Thank you.
23:00
Speaker 1
Okay, more people. Okay, smart City. Here we go. Contact us. Customer service, customer care. Oh, technical support. 678. Okay. For new service or to make changes to your existing services, press one for technical support.
24:00