V2 Rubric Detail — 254312c0-73db-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 16:54
Duration
26m 13s
Contact
Bruce Tomason
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135184
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp3.21/5
Overall67.7% (+7.7)

V2 Grader Summary

The agent successfully paired the MX6200 nodes using the correct 5-press method and improved node status to solid white, but failed to verify actual internet connectivity or acknowledge prior case history. While the customer perceived resolution, core troubleshooting steps (modem test, dashboard verification) were skipped, preventing full confirmation of success.

V1 Case Analysis

Customer unable to get internet on MX6200 mesh nodes. Guided through 5-press pairing; nodes now solid white. Advised on 2.4 GHz vs 5 GHz usage.

Troubleshooting Steps
  • Asked about LED status of parent and child nodes.
  • Instructed to move child nodes close to parent and plug directly into wall outlets.
  • Performed 5-press pairing on the parent node.
  • Monitored LED changes until both child nodes showed solid white.
Key Observations
  • Agent skipped the recommended modem/WAN speed test before mesh pairing.
  • Long silences and repeated clarification of serial number caused inefficiency.
  • Correctly applied the 5-press pairing method for MX6200 nodes.
  • Customer confirmed improved signal and satisfaction post-pairing.
Positive Highlights
  • Used the correct 5-press pairing procedure for MX6200 mesh nodes (supported per universal_5press_models.md).
  • Provided a clear, accurate explanation of 2.4 GHz vs 5 GHz band usage.
  • Maintained a polite and patient tone throughout the call.
  • Successfully guided customer to observe LED status changes and confirm solid white on child nodes, indicating mesh success.
  • Provided ticket number for future reference, improving case continuity.
Agent Errors / Gaps
  • Did not verify upstream internet connection (modem test) before troubleshooting mesh.
  • Did not obtain or confirm the device serial number or explicitly confirm the exact model.
  • Provided ambiguous guidance about using a power strip versus a wall outlet.
  • Did not confirm whether the parent node had internet connectivity before initiating node pairing (Step 4 in velop_wifi_connectivity.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirmed solid white nodes and said 'you solve my problem' but agent never verified actual internet connectivity or WAN status on parent node.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed 5-press pairing and node placement but skipped modem-direct speed test and never checked parent node internet status in dashboard — critical troubleshooting gaps for 'no internet' issue.
R3 Met Correct resolution path conf 90%
Agent correctly used 5-press method for MX6200 nodes and followed proper mesh-node setup flow appropriate to in-warranty hardware troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED states and model but did not ask about modem status, ISP, or WAN connection — skipped root cause verification; assumed issue was pairing, not upstream connectivity.
T2 Partially Met Appropriate tools / resources used conf 80%
5-press method was appropriate, but agent failed to use router dashboard (http://myrouter.local) to confirm internet status or node registration — a required tool for verifying resolution.
T3 Met No misinformation conf 95%
Agent correctly described solid blue = ready for setup and gave accurate band advice for IoT devices; no technical inaccuracies in explanations.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provided step-by-step guidance but had multiple long silences, unclear phrasing (e.g., 'press release, press release'), and lost control during pauses.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions, and confirmed understanding; adapted well to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on setup completion.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps (wait 3–5 min, relocate nodes), set realistic timing, and provided ticket number proactively.
O3 Not Met Closure confirmation conf 85%
Customer mentioned prior call and history of issues, but agent ignored this — re-asked model/serial, did not reference past case, breaking continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer’s expressed frustration ('many hours', 'called before') — missed empathy opportunity.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated instructions clearly, and maintained engagement despite technical steps.
X3 Partially Met Overall experience conf 80%
Agent made customer repeat serial number and model despite prior call; could have pulled from system, increasing effort.
Call Transcript41 turns · 44 lines
Speaker 2
Welcome to Linksys support, team link. For in-warranty service, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksypro.com. Please have your serial number ready. For assistance, press one now. For-Four. Sorry, that's not an available option. Ple- Hi, thank you for calling Linksys, this is Regina and I will help you today. Uh-huh.
00:00
Speaker 1
Network Mesh system doesn't seem to be working. Um, even though I've, I've spent many hours booting it up and rebooting and following the instructions. Um, the lights seem to be the correct lights on each of the nodes. Um, but I don't have any. I don't, it doesn't seem to be connecting, um, to the internet. So, I don't, I have no, I don't have any connection with each of the nodes. I hope I understand, made myself clear. Are you there? Yeah. Okay. No, no. I've called before because I had problems initially when I first set this up and I was guided through, uh, to get it to.
01:00
Speaker 2
Okay, now before we proceed, yeah, so is this your first time calling us for support, sir?
01:00
Speaker 1
uh Jerry. A S O N. uh Hanson. T O M as in Mary A S O N as in Nancy. [silence] correct correct 908 337 3132 Bruce Debbs. David Smillie.
02:00
Speaker 2
Are you calling from United States? Okay. You mentioned earlier that your first name is Bruce B-R-U-C-E and your last name can spell it for me? Thompson. Okay. So, T for Tom, O-M for Michael, A for alpha, letter S for Sam. O-N for November. Thompson. And your call back number? And your email, sir? [silence]
02:00
Speaker 1
Well, it's not a router. It's your eero system. I have three nodes. Three nodes. One, Okay. Okay, here we go. 5, 8W, 1, 0N as in Michael, 2, 4, E as in Edward, 0, 5, 1, 8, 0. [silence]
03:00
Speaker 2
And how many links does this router have in total? Yeah, how many nodes do you have? Can you please provide the serial number of the parents note? Okay, so it's five, like W for Whiskey, one, 0 N for Mike, two, E for Edward, 0 5 1 8 0. [silence]
03:00
Speaker 1
solid white, they're solid blue. Uh, you mean, uh, remote, you don't want me to hardwire just just connected on my settings, right? Okay. Okay, it says link is it says link 0 to 5-180 underscore 2.4. That's and the node is, yeah, the node is 05180. [silence]
05:00
Speaker 2
How about the child nodes?
05:00
Speaker 1
So, that's connected. Well, I don't know, that's, that's what it appears to be, yes, and, um, I don't, I'm not quite certain what the blue light indicates. I've been confused about that in reading, so that's why I'm calling you. But yes, the, Yeah, they're all, they're all the same. Yeah, yes, yes. Oh, I'm sorry. Yes, that's correct. I didn't understand you first. Yes. Yeah. Yeah. Go. Yeah, sure. Okay, I have to disconnect them from the, [silence]
06:00
Speaker 2
Okay. So it means the parent node is online, but the child nodes are not. Yeah. It's okay. Okay. That means it's ready for a setup. So they are all M6200, right? The child nodes are also M6200. Uh can you Okay. It's okay. Can you please move the child nodes here closer to the parent node about two or three feet away from each other and also from the parent node.
06:00
Speaker 1
electrical outlets. Give me a moment, please. It's got one. Let me get the other one. [silence] Okay. I have the two nodes. [silence] Okay. And this is near the parent node, correct? [silence] Okay. Let me just get a extension cord.
07:00
Speaker 2
Okay. And place them two or three feet away from each other and also from the wall outlet. Directly--yeah directly to a wall outlet. Yes, two or three feet also away from the parents' nose.
08:00
Speaker 1
Okay. So, now, do you want me to, um, plug these in? Plug the child nodes in? Power them up? I, I have it with a power a power, um, um, strip. I don't know if I could. Okay, hold on a second. I might possibly do that. Hold on one second. [silence] Okay, yeah. They're both, they're both plugged into the wall outlet.
09:00
Speaker 2
Do you have the option to plug them directly to a wall outlet as well? Power strip. But you don't have the option to plug them directly to a power outlet. Not to a power strip. Okay. So while waiting... [silence]
09:00
Speaker 1
Sure. [silence] [silence] [silence] Yes, they're both blinking blue. Uh huh. Yes.
10:00
Speaker 2
waiting for both the devices to fully boot up sncsn.
10:00
Speaker 1
I, I'm, I'm sorry. Run that by me. Okay, wallets, blue. No, I did not. Do that. Okay, they're both solid blue now. Okay.
11:00
Speaker 2
but that's where it turns a solid blue, which means it's ready for setup. yeah, because solid blue yeah, solid blue means it's ready for setup. That's why did you attempt to press and hold the reset button each of the node for a few seconds? yeah. All right. So you did not do anything. It just suddenly turned to solid blue. Okay. now let's proceed to set up your child nodes using five press method. So go to the main router or the parent node. then press release the reset button five times within five seconds. press release, press release,
11:00
Speaker 1
okay, I did that. Okay, the parent node is light is white. Uh the parent node is solid white. The, the child nodes, one is solid blue. Oh, hold on, it's changing. No. One is pulsating white. And one is...
12:00
Speaker 2
Pretty release, press release, press release.
12:00
Speaker 1
Okay, and then one is still pulsating blue. Okay, thank you. Okay, now yeah, now they've both turned pulsating white. Okay.
13:00
Speaker 2
it's okay. they're both setting up sir so it will takes three to five minutes so keep on observing it in your end okay you're welcome. okay so let me know once they're turning solid white.
13:00
Speaker 1
[silence]
15:00
Speaker 2
OK, so they're both solid white. OK, so meaning, sir, they're already set up.
15:00
Speaker 1
Okay. You want to hold on for a minute then, right? You said. Okay. Oh. Now one just turned red. red. Oh. Oh, okay, good. And now it's, uh, Yup, it just turned a solid white. I see. Yeah.
16:00
Speaker 2
So once you're steady, wait for a minute proceed to relocate them back to its original location or placement. Yeah. Yeah, it's OK. It's still part of the setup. And turn to solid white again, right? Yeah, that's why I asked you earlier to observe it for a minute.
16:00
Speaker 1
[silence] Okay, this [silence] [silence] [silence] It's been a minute. [silence] Okay.
17:00
Speaker 2
call pause and files. But that's good. So, Yaminu proceed to re- the town does[silence]
17:00
Speaker 1
Okay. Okay, one. I plugged in. Uhhh, and then I'll plug in the uhh, the other one. Okay. All right, so, yeah, they're pulsating blue. Let me check the other one. Yeah. Yep, it's pulsating blue. So, we'll wait. Yeah. Yeah. Okay. Uh, hold on one second, please. Silence.
18:00
Speaker 2
and let's wait three to five minutes for each node to turn solid white. So they're currently booting up. Okay, that's good. And yeah, we'll wait 30 to 5 minutes. And while waiting, I'll provide your ticket number, sir. Just in case you call us again so that the next technician can quickly access your information. So, are you ready to take down notes?
19:00
Speaker 1
I'm sorry, hold on one- yeah. OK. All right. What is the ticket number then, please? One three five one, yeah, one one eight four. OK. OK, is that it? OK. Sure. Okay, one is solid white. And, Yep, the other is solid white, too. Wow. So, Yeah. So, now when I, um, when I, oh yeah, I got a good signal now, too. When I am looking for which network to connect to, um, do I, um, do I look for the the one that is the parent node, meaning 05180 underscore either 2.4 or 5.0? Is that what I'm looking for?
20:00
Speaker 2
Okay, that's good. Okay. So let's observe it for a minute. Mm-hmm. Yes, okay.
22:00
Speaker 1
Connect I'm sorry I had trouble okay okay okay and 2.4 is a longer range [silence] um I'm sorry uh because I have ring cameras too so what [silence]
23:00
Speaker 2
Yes, this is actually the explanation for that. Okay? So, your Banwet are separated, I guess. So, your child nodes here is, so, your child nodes work as one with the parent node. Okay? So, in short, 5 gigahertz band will provide a better speed. But in a shorter range. The, so, if, yes. But then there are, it is, you cannot actually get the exact speed the same with a 5 gigahertz band since you are farther from the parent node. But there are some devices also that won't connect to 5 gigahertz band that reconnect to connect with a 2.4, like printer, security cameras.
23:00
Speaker 1
What did you just say that I should be aware of? [silence] I see. Okay. Okay. Okay. All right. [silence] In the past, I've used the 2.4 and it's been adequate, so I think I'll just stick with that. I have some smart lights and they require a 2.4 [silence] connection. They they they don't work at 5.0, so I've left them at 2.4. So, okay. Um, so I think Yeh, go ahead.
24:00
Speaker 2
Okay. That's just the point. So for 5 gigahertz band of course compared with the 2.4 gigahertz, it will provide a better speed in the shorter range. But if you have devices there that won't connect with your 5 gigahertz band. Allow them to connect with your 2.4. Okay. Mhm. Yeah. But for those devices... Yeah, and for those devices [silence]
24:00
Speaker 1
Okay, so I should try to stick with the 5.0 then huh and then when I set up: all right. And then when I and then when I set up the the lights, since they don't connect to the 5.0, I'll have them connected to the 2.4, right? Okay, good. Okay. Okay, excellent. Okay. You know, you solve my problem. I wish I called earlier. Well, thank you. I no, I'm just saying I was going to compliment you. Thank you very much. You were very helpful and it was easy working with you, so thanks so much. Nope. Nope.
25:00
Speaker 2
Uh who works with 5 gigahertz band allow it to connect with that band since it has a better speed. Yeah. So, if your phone can connect with 5 gigahertz band connect to it. exactly. Uh yeah, it's okay. At least you've tried it on your own and tried to work around, sir. But of course, feel free to call us back if you need any further assistance. So, pins we successfully. Go ahead. OK. You're welcome. Is there anything else that I can help you with?
25:00
Speaker 1
made my day. hey, thanks. you too, thank you, bye-th. [silence]
26:00
Speaker 2
Thank you, sir, and of course, you're welcome and thank you so much also for your time and patience. Have a great day and take care. Bye for now.
26:00