V2 Rubric Detail — 246cad6a-7e95-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 08:30
Duration
18m 41s
Contact
+447740304685
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00136811
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add a child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall70.3% (+14.3)

V2 Grader Summary

The agent provided technically incorrect guidance by applying the 5-press method to an SPNMX42CF-UK, a model that uses ACS provisioning and is not listed as 5-press compatible in the KB. While the node briefly showed solid blue, it returned to flashing red, indicating the root cause was not resolved. Strong communication and ownership were present, but the technical failure led to a partial resolution.

V1 Case Analysis

Customer unable to pair MX4200 child node; used 5-press method and reset. Node showed intermittent solid blue but also red/yellow flashes. No internet verification performed.

Troubleshooting Steps
  • Reset child node via reset button until solid blue.
  • Performed 5-press discovery method on parent node.
  • Monitored node LED states; observed intermittent solid blue, red, and yellow flashes.
Key Observations
  • Agent incorrectly described non-existent LED colors (pink, green) for MX4200, which only uses white, blue, purple, and red.
  • Repeated collection of serial number, name, and email reduced efficiency.
  • Customer expressed frustration early; agent remained calm but did not streamline troubleshooting.
  • Agent prematurely declared success despite node later flashing red and yellow.
  • No verification of internet connectivity or Wi-Fi performance after pairing attempt.
Positive Highlights
  • Correctly identified and applied the 5-press method for MX4200 pairing, which is supported per KB (universal_5press_models.md).
  • Collected required customer information (name, email, serial number) for case documentation.
  • Maintained a courteous and patient tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated that the child node would turn 'solid pink or purple' after reset — MX4200 uses solid purple for setup mode, not pink (transcript [04:00]).
  • Claimed the child node would turn 'green' when in use — MX4200 does not have a green LED state (transcript [12:00]).
  • Repeatedly re-asked for serial number and email after already collecting them, causing inefficiency (transcript [01:00], [07:00], [06:00]).
  • Failed to verify internet connectivity or stable Wi-Fi performance after node showed solid blue (transcript [14:00]–[18:00]).
  • Declared pairing successful without confirming stable connection, despite node later flashing red and yellow (transcript [13:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer says 'Now it's working' but later reports the child node cycles between solid blue and flashing red, indicating instability; agent prematurely declared success without confirmation of sustained connection.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through reset and 5-press method, which led to temporary solid blue — a meaningful advance from flashing red.
R3 Partially Met Correct resolution path conf 85%
Agent applied correct pairing method but failed to recognize that SPNMX42CF-UK is ISP-provisioned and may require ACS provisioning, not standard 5-press; resolution path incomplete given device type.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (flashing red) and asked about prior steps, but did not diagnose root cause — likely ACS provisioning failure, not pairing issue.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used 5-press method, but per KB, SPNMX42 models use ACS provisioning and are not standard mesh nodes; appropriate tool was ISP coordination, not 5-press.
T3 Not Met No misinformation conf 95%
Agent instructed use of 5-press method on SPNMX42CF-UK, which is not a standard Velop mesh node and does not support 5-press for pairing; this is technically incorrect per KB.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, set expectations, and guided interaction despite customer frustration and intermittent updates.
C2 Met Confirmed understanding conf 80%
Agent used simple language, confirmed understanding, and adapted to customer’s pace and emotional state.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting steps.
O2 Partially Met Proactive follow-through conf 75%
Agent gave time-based next steps but did not establish a clear follow-up plan if instability continued; closed call prematurely.
O3 Met Closure confirmation conf 90%
Agent referenced serial numbers, model, and prior attempts, showing continuity of information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at time of call — issue was being actively worked.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy early: 'I do apologize... I will do everything I can to fix this,' and remained patient throughout.
X2 Met Tone & rapport conf 80%
Agent matched customer’s tone, allowed pauses, and checked in regularly, maintaining engagement.
X3 Partially Met Overall experience conf 70%
Agent reduced effort by guiding steps, but had customer repeat reset and 5-press without confirming if ISP had already tried these.
Call Transcript28 turns · 30 lines
Speaker 1
a community fiber broadband so I've been on to their tech people and they've tried everything so I've literally spent like an hour this morning and about three hours yesterday and it won't pair so the lady thinks there's probably something wrong with the 4200 but I thought I'd just give you a call before send it back or see what you suggest.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? [silence] I see. I got this one, sir. And I do apologize for that one. However, rest assured that I will do everything I can to fix this one. Thank you.
00:00
Speaker 1
Okay. Um, we're just one at the moment. Yeah. So it's the model number, yeah? Oh, the whole serial number. Yeah, yeah. I've got it. 65N10M26F179000. Okay. Correct. Yes.
01:00
Speaker 2
uh, by the way, sir, how many uh how many again uh MX 4200 you were trying to add to the network? Uh and in order for me to create a record here, may I have the serial number of the main node? Like the parent node? Uh the serial number. The one that says s slash n. Uh- haha. Mm-hmm. Uh, sure, thank you so much for that one. Let me verify again the serial number. So it's S sX5N Nancy for Nancy again 26 F fax right 17 900. Is that correct? Thank you so much for confirming.
01:00
Speaker 1
Model number is uh espa n triple X five seven. uh uh correct Yes community fiber Yeah. And the 4200 uh it's just flashing red. Yeah, it's right Yeah, I've got them both like right in front of me. Yeah. Um, I've tried it. I've tried absolutely everything to be honest. I've down I've downloaded the yeah.
02:00
Speaker 2
And may have the model number as well. All right. Got that one. And was this device provided by your Internet service provider? Community fiber. All right. All right. Got this one, sir. So, for us to proceed, what's the light now on the MX 4200? Flashing red. And is this device already like located next to the main node? All right. So, in order for me to make sure that you're following the peconstruction when you're trying to add the child node, what are the steps you did prior calling us?
02:00
Speaker 1
They went through the instructions there. It found it after a while it found it. So I had it had that on. Um and then it was just kept going back to flashing red. So I tried it like with a ethnet cable. I tried to do that still wouldn't do it. Um with community Fire this morning I've just been going through. She tried changing like the uh booster to be the main one and then that one to be you know swap them around but it's it just doesn't seem to want to pair. It just won't pair regardless we do. So I think we've tried everything but I don't know. Mhm. Okay. [silence]
03:00
Speaker 2
Uh-huh. I got it. Yeah, that makes sense. Yeah, thank you so much for that information. Don't worry, we're going to try to add this child node using the five press setup method instead. So for now, let's reset the child node. So for reset, simply press and hold the reset button, and do not release it until you see the solid blue light.
03:00
Speaker 1
Okay, so pressing the reset. So the light's gone off totally now. I've got no light at all. So leave it now and see what comes up. [silence] uh Solid blue's on now. Oh, I didn't - I already released it actually. I don't know if I need to do that again. So I've taken my - I've taken my finger off. All right, so it's flashing blue at the moment. Yeah, my name is
04:00
Speaker 2
Mhm. Yeah, that went. So let's wait for it to solid please. That's great. You may now release the reset button. Uh, I see, uh, no, uh, no worries Sir. So, yeah, you may now take your finger off the reset button and then, uh, for now, let's wait before the slide to turn back to solid pink or purple. Got that one. And by the way, may I have your first and last name?
04:00
Speaker 1
Sean Dakin. It's a s e a n d D A K I N my email address is a Sean s e a n Dakin same as my name obviously and it's at yahoo dot co dot y-co u k I've now just to you know I've now got a purple solid light on the booster. it is correct yes yep. five five seconds.
05:00
Speaker 2
And how do you spell your first name and last name? Mm-hmm. All right. Thank you so much for that. What would survey and what about your email address? That's great. So that means that the child node is now on setup mode. So I assume the light on the main node is showing solid blue, correct? Okay, great. So let's now add this child node using the five press setup method. So on the main node, kindly press the reset button five times within five seconds.
05:00
Speaker 1
Okay. One, two, three, four, five. Okay, I've done that. Now, and I'm getting a blue flashing light on the main system now. [silence] That is a flashing purple light. Okay, yeah. They're both flashing blue flashing and purple flashing.
06:00
Speaker 2
all right. Thank you so much for that. Mm-hmm. And what about the child node? What's the light on the child now? All right, that's good, So now, that means that the child node is now trying to connect to the network. So again, for now, let's observe the light on the child node for two to four minutes. All right. So, uh, again, what's your email address?
06:00
Speaker 1
Yes, correct. This this one was purchased on Amazon. This is the first time. yeah, we only only got it on yesterday, was it? Yeah. Yeah, of course. Let's let's do the number. This one [silence]
07:00
Speaker 2
it's your first and last name at yahoo.co.uk, correct? Thank you so much for confirming and what's this MX 42 also provided by community fiber or did you purchase it from your local store? an all right. And was this MX 4200 working fine before or is this the first time you were trying to connect it to the network? I see. And can you also provide me the serial number of this MX 4200?
07:00
Speaker 1
Okay. Yeah, so they're both still flashing. So they're still trying to do something.
09:00
Speaker 2
Mhm, yeah [silence]
09:00
Speaker 1
both still flashing blue and all we've got to change now so we've got, so on the booster we've actually got a blue light at the moment and on the main, it's a flashing blue light. So solid solid oh no it's just gone back to red. Oh and the other one's gone, yep. Yeah that solid red and the other one's gone yellow, flashing yellow. It's the main one flashing yellow. Oh hang on we've got another change. So the main one's now gone solid blue and the booster at the moment is solid blue as well. Some stuff. Yeah. That's
10:00
Speaker 2
is it it solid is it solid red or lu got that one see O'm so there right that's great to now that means that we have successfully added a child now to the network however to make sure or to be sure let's wait for another 30 sec or a minute okay and don't worry if once I'm sure Transcribe this audio from the right channel.
10:00
Speaker 1
They can't, um, going, so that's, that's, that's what's supposed to happen, isn't it? So we've got two solid blue. So that's to fingers crossed. That looks good, okay? Let me, let me go and put that on. Hold on a sec. I'll be back in a sec.
11:00
Speaker 2
[speaker was talking] All right, I assumed the light on the child node is still showing solid blue, correct? That's black, oh, that's brilliant, sir. And yeah, and you can now unplug and relocate that one to the child sorry to the uh, designated location and don't worry, I'm going to wait for you, all right. No, no worries, sir. Kinda take your time, boss. Yeah, that's fine. However, the light on the child node will turn to green when the user come?
11:00
Speaker 1
Okay. Flashing. Okay. I'll just go and look at the child one, because it's in a different room now. Just got the phone. So the main one's solid blue. This one here is flashing blue. it's red. Now it's flashing red. Okay. Fingers crossed. It's the Wi- it's the Wi-Fi that's really poor. You know, and why's to say that we've had to get this booster, because the Wi-Fi seems to be very weak. It drops off. You know, it just drops off with just the main ones. So, that's why I've got this booster.
13:00
Speaker 2
[your video] Flashing blue for that indicates that the device is still booting up. So, yeah. Flashing red. Alright that's fine, sir. That means that the child node is now trying to reconnect to the network. So, if ever again, let's observe its light for one to two minutes and hopefully it will turn back to solid blue. Yes, sir.
13:00
Speaker 1
going again so just when you were talking there it went solid blue I thought all good but now it's just gone solid red no it's flashing a bit oh it's come back to blue again solid blue at the moment yeah I'm just going to put it on so see if that works Yeah. Fingers crossed at solid blue. [silence]
14:00
Speaker 2
Yeah, don't worry. Once the light on the child node will turn back to solid, blue. I'm rest assured that the internet connection or the Wi-Fi signal of the main node will be extended. the location where this child node has been relocated or uh placed. That's fine. If it's uh solid. All right, uh that's good. However, again sir, just to make sure let's wait for another 30 seconds or a minute. Uh huh. Blue. Uh I believe that should do it sir. Rest Again, just to assure you that we have successfully added the child not. So, great job. I see. All right, I appreciate that one, sir. I appreciate that one and thank you so much again for your time and cooperation. And again, I really do apologize for the inconvenience. So for future reference or if you need further assistance regarding with our products, just feel free to give us a call, okay? No worries. Yeah, no worries. No worries, ma'am. You may take your time as well. [silence]
14:00
Speaker 1
uh... ... I probably don't need to use it. I'm not going to mess it up. Now it's working. I maybe just leave it alone. Okay. Okay. Lovely. Thanks very much. You too. Bye for now. Thank you for your help. Bye. Bye. Bye.
18:00
Speaker 2
You can log in, however for logging in, I would recommend using the router password. If you want, would you like me to walk you through on how to log in? Or. Yeah, I understand. However, I'm going to set your expectation though that it's not necessary to have the language. So, however if you want to manage, you can use that way. All right. So, I believe we are all set for now. Thank you so much for your time and you have a great day. Bye for now. Take care.
18:00