V2 Rubric Detail — 2865d612-7a6c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 01:27
Duration
60m 46s
Contact
William Thompson
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00100300
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Child Nodes Lost Connection

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency2.00/5
Overall3.7/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall74.2% (+0.2)

V2 Grader Summary

While the mesh system was restored, the agent failed to follow KB-required diagnostics (modem isolation) and misrepresented the 5-press method as a pairing tool when it is an LTS escalation feature. Instructions deviated from documented reset timing and conflation of reset vs. power cycle undermines technical accuracy. Resolution was achieved, but through non-standard means with material inaccuracies, downgrading outcome to Partial Resolution.

V1 Case Analysis

MX4200 mesh nodes blinking red after power loss; performed power cycle, factory reset of red nodes, 5-press pairing on parent node; mesh restored with solid LEDs but internet not verified.

Troubleshooting Steps
  • Power-cycled modem and all mesh nodes
  • Factory-reset each node that remained blinking red (20-second reset)
  • Performed 5-press pairing on the parent MX4200 node
  • Re-positioned nodes and verified LED status
Key Observations
  • Agent correctly used the 5-press method for MX4200, which is supported per KB (universal_5press_models.md).
  • Agent failed to verify internet connectivity after mesh restoration, a critical step per velop_wifi_connectivity.md Step 4.
  • Excessive silence and background music (e.g., [32:00–33:00], [41:00–42:00]) caused significant delays.
  • Agent gave unclear instruction: 'press release press release' for 5-press method, risking customer confusion.
  • Agent provided case number (100 300) for future reference, good practice.
Positive Highlights
  • Correctly identified the issue as mesh node connectivity post-power loss.
  • Accurately guided factory reset of blinking red nodes using 20-second hold, per universal_factory_reset.md.
  • Properly applied the 5-press pairing method on the parent MX4200, which is KB-supported for this model (universal_5press_models.md).
  • Successfully restored LED status on most nodes to solid green/blue, indicating mesh reconnection.
  • Provided a case number (100 300) for future support, enhancing customer experience.
Agent Errors / Gaps
  • Agent instructed 'press release press release' at [37:00], which is ambiguous and could mislead the customer during the 5-press procedure.
  • Agent did not verify internet connectivity or Wi-Fi functionality after mesh restoration, per velop_wifi_connectivity.md Step 4 (check parent node internet status).
  • Agent allowed long periods of silence and background music (e.g., [32:00–33:00], [41:00–42:00]), severely impacting call efficiency.
  • Agent did not confirm whether the parent node was online and connected to the internet before proceeding with child node resets.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are solid green/blue and agent verifies mesh system is back online; call ends with customer satisfied.
R2 Met Diagnostic thoroughness conf 95%
Agent conducts logical troubleshooting: confirms LED status, guides power cycling, performs factory reset on blinking-red nodes, uses 5-press method on MX4200.
R3 Met Correct resolution path conf 95%
Agent applies correct troubleshooting path for MX4200 mesh system without dismissing issue; no indication of warranty misuse or premature escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies blinking red LEDs but fails to confirm if modem is functional or perform WAN-side isolation per KB; jumps straight to node resets without verifying upstream connectivity.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent uses physical reset and 5-press appropriately, but skips required tool: no modem-direct speed test to isolate ISP/modem issues per universal_isp_modem_diagnostics.md Step 1.
T3 Not Met No misinformation conf 95%
Agent advises the 5-press method on the MX4200 as a pairing recovery tool ('do the five press again... and we'll see if this will connect'). Per universal_5press_models.md, the 5-press method is an LTS escalation tool for generating logs/tickets, not a standard pairing fix. Additionally, agent conflates power cycling with resetting by stating 'power cycle can help' immediately after warning that resets cause loss of settings.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains general control but allows long silences, repeats questions, and loses flow during customer’s digression about Patrick; no clear timeline or expectations set for resolution steps.
C2 Met Confirmed understanding conf 90%
Agent uses plain language, avoids jargon, confirms understanding, and adapts to customer’s pace and confusion about Wi-Fi names.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, does not transfer, and follows through on resolution steps without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent gives next steps but does not specify how long relocation should take or what to do if nodes blink red again; resolution is confirmed only after customer reports success, not proactively verified.
O3 Partially Met Closure confirmation conf 75%
Agent references prior record about number of devices, but re-asks for model number and LED status already provided; does not leverage full history efficiently.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expresses appreciation for patience, uses polite tone, and closes with empathy despite technical complexity.
X2 Met Tone & rapport conf 90%
Agent matches customer’s slower pace, checks in frequently, and adjusts communication during confusion about network names.
X3 Partially Met Overall experience conf 80%
Customer must physically move and reset multiple nodes; agent could have reduced effort by confirming initial setup state earlier or guiding app-based recovery first.
Call Transcript48 turns · 57 lines
Speaker 1
I am, how are you William Thompson I'm sorry, say that again one what is what number
16:00
Speaker 2
hello thank you for calling Linksys my name is Belle this is your first time calling I'm good may have your first and last name please okay can you confirm how many you have Linksys devices you're calling for how many Linksys devices are you calling for okay you only have one Linksys okay only one Linksys what's the serial number what is the serial number you can check on the sticker label
16:00
Speaker 1
Is three eight U, as in umbrella, one zero M, as in man, five three C, as in Charles, zero eight six one two. Oh, yeah. Yeah, I have the notes. Yeah, sorry. I have four of those. Five. We lost power with our modem and all. We lost power with all our company and I need to reconnect it. I'm not having problems.
17:00
Speaker 2
you called us uh... previously in the record you don't have only one links device. Do you only have do you have another uh... links nodes? How many in total? So how many links devices you have in total? Okay, you have five. All right, and how may help you with this one? Okay.
17:00
Speaker 1
it's M X 4200. right now it's blue. it's solid. I don't have down here. do I need to bring them in the room to reset it? red light. yeah one is this one here is or [silence]
18:00
Speaker 2
Uh, what is the model number of the main Linksys node that you connected to the internet directly? Okay. And what is the light color for that as of the moment? [silence] Okay, solid blue. And how many nodes, the extended nodes, um, does it show a red light? [silence] Yes, um, your MX4,200, um, works fine. So that means it's still online. Now you check if the other nodes are currently on a blue or green light or, on a red light, so you check them. [silence] You check if they are on a red light status or blue or green light status.
18:00
Speaker 1
Red and it's blinking red. What's the closest one? And the next one is red and is blinking red. Yeah, and the other one's red and they're blinking red. Should I bring them all in the room? With the main one? I was just trying to do it on my app, but it's not, I'm not getting anywhere. Yeah, but I may not have done it right, so I said let me call you guys. Yeah.
19:00
Speaker 2
Okay. Okay. Okay. before we do that, what have you done so far before you call Linksys? Did you just unplug and plug them back in? Okay. Okay. Okay. So you tried the app first before you call the. Okay. Um, your MX42 is still online. What you can do is unplug the nodes that are currently blinking red. They weren't able to reconnect to the MX4200. Uh, but I just to confirm first.
19:00
Speaker 1
yes yes yes i did okay so i'm taking a look at the other ones
20:00
Speaker 2
Uh, while you did on the app, the MX 42 is still blue, right? Okay. All right. Now, okay. So, um, it was purple. And when you did on the links app, that's the time it went to blue. Okay. Did you press the reset button on the MX 42? Okay. Well, actually, if you press the reset button of your links, devices, that could cause to lose your settings. So, it will go back with original settings, which it means you have to install it again, right? If this happens again, yeah, wait. Um, if it comes to uh, losing power or internet connection, just by simply unplugging the power cords. [silence]
20:00
Speaker 1
Super. Did you the pass said again the pass. I don't remember, yeah. Sorry. Um I just have the email and password, yes to get in.
21:00
Speaker 2
plogging back then will restore the connection because if you factory reset all the nodes, you will start from scratch again. okay. Right? So just to avoid that, power cycle can help. Now, what happens here, I want to know if you have already put the WiFi name and password on the Linksys app while you did it the first time, earlier. If you can remember, what page where you got stuck on the Linksys app. but did you already put a Wi-Fi name and a password on the app earlier? [silence]
21:00
Speaker 1
I don't even know. I just, it just, that's why I called you to just, yeah. I will, uh, I'll see what I can do. I'm grabbing the nodes and I'm bringing them into the room. Right now. Okay. All right.
22:00
Speaker 2
Okay. So, um, we don't have any, okay. Um, it's important for me to know what you have have you done on the app, so that I will know if you the parent node is already configured or not. Because if not, then we have to start all over again. Okay? Um, if it's already configured, that's good. We can just connect the child nodes. All right. So, since I do not know what had happened, then might be we will start all over again. But
22:00
Speaker 1
okay okay give me one second there were grabbing these nodes
23:00
Speaker 2
But can you check first if the Wi-Fi name, at the bottom of your MX 4200, you read the Wi-Fi name on the sticker label, please, on the MX 4200 first
23:00
Speaker 1
Okay, um, I'm logging back in. Yeah, you want the, you want, it says velopset up710. Okay, that's what I did. I see, oh, I see. Um, yeah, I, our group in
24:00
Speaker 2
please check first the Wi-Fi name that is written at the bottom of the parent node the MX 4200 there's a sticker label at the bottom What is the Wi-Fi name? Using your phone go to your Wi-Fi and just have to let me know if you still see develop setup 710 Wi-Fi name. [silence]
24:00
Speaker 1
um [silence] develop set up 710 guest um [silence] office um office is checked uh yeah I do um [silence] yes no you want me to plug him
25:00
Speaker 2
[silence] aside from guests what is the Wi-Fy name usually for this one? mmhm. so [silence] office is there do you see it? Okay, office is checked. All right. Did you bring all the other nodes in the same room with your MX 4200 or not yet? Are they all plugged in or not yet. Okay. All right. So you plug them in das within five feet
25:00
Speaker 1
Okay, they are all plugged in.
27:00
Speaker 2
Okay. So, uh, just wait until, uh, they stop with a solid color on their light status. Uh, normally they will still show you blinking blue or blinking red. And then let me know if they stop at a certain color. For example, a solid red or a solid blue or green light. [silence]
28:00
Speaker 1
Does it normally take long? [silence] Hello? [music]
32:00
Speaker 2
Is it still blinking red?
32:00
Speaker 1
Hello? Oh, I'm sorry. I have my volume down. I'm so sorry. it's they're still blinking red yes they are okay I'll start alright
33:00
Speaker 2
hello, is it still blinking red? [silence] Can you hear me? [silence] Yes. Hello, I'm here. Um, I was asking if it's still blinking red. Okay. Okay, is it still blinking red to those nodes? [silence] Okay. Now you factory reset each node that are still blinking read. In order to do that, you just have to press and hold their reset button at the bottom of the device for 20 seconds. And then release. Just for the nodes that are blinking red. Alright. They will show a pulsing blue light and just wait until they end up on a solid light color.
33:00
Speaker 1
[silence]. [silence]. [silence]. [silence].
36:00
Speaker 2
I'm going to be who's, showing solid. [silence] So, all of them are now solid. [silence] Okay. [silence] Go, go to um, go to the MX4 200, the main node.
36:00
Speaker 1
5 times. Okay, it's turning colors. The main - the one I just pushed five times is now a solid blue.
37:00
Speaker 2
Just press the reset button five times on the MX part 200 the main node, that shows a blue light as of the moment. So it's press release press release, okay? You do that on the reset button five times. But not too fast. Okay, let me know after the five times if the main node shows a blinking or pulsing light, okay? Now let's check the other nodes, if they also show a blinking or pulsing light. [silence]
37:00
Speaker 1
[silence] one is blinking okay another one is blinking a third one is blinking [silence] Those three are blinking. The fourth one did not blink yet. It's still solid reddish. Hmm. Okay, one of them is like a greenish. No, it's red. [silence] One of them is solid blue. One is like a solid amber green. And now they're blinking in there. [silence] Okay two of them are like amber green one is blue solid and then fourth one still stuck on red from the very beginning it never started blinking. The fourth one the extra nine they are the other three
38:00
Speaker 2
Mmm. Okay. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Mmm. Yeah. [silence] So Patrick is helping us, but he has leg and knee issues. [silence] Uh, if you're gonna clear the CRCF box, uh, take out one of the magnets. [silence] It's a big magnet. So it magnetize anything. But I actually even couldn't get [scratchy beeps] And I noticed every time before they had us put a bed sheet on the buffer lock, because it [scratchy beeps] So Patrick, Patrick's done one, some of these again for me, so. Patrick, we know you know where we are anyway, so how close is the red node to the main node? Um, I can see. [silence]
41:00
Speaker 1
The first one like one, two and a half feet, like two and a half, three. It is, my little number is HWHZ03V2. Okay. Don't do anything to this little red one. All right.
42:00
Speaker 2
Okay. Okay. And how many feet away from the main node what's the model number of this solid red node? Hmm, okay. Can you do the five press again on the main node and we'll see if this will connect. Yes, nothing to do with the red node as of the moment. We'll try the five press to see if this will connect.
42:00
Speaker 1
Five times on and off. Reset. Okay. Okay. It's blinking now. I'm pretty sure. Okay. All of them are green and the one is blue. Solid. Oh the last one just turned red. Last one we did. Okay. [silence] Okay, it's green. They're all solid.
43:00
Speaker 2
Okay. Wait until it goes back to green arm blue. Okay. Now, you can slowly move back those nodes that you moved earlier in the same room with the main [silence]
46:00
Speaker 1
Okay. Hold on for a moment. [silence].
47:00
Speaker 2
You moved them back to their original location one by one, and just let me know if they all went back to blue and green light after the relocation.
47:00
Speaker 1
I plug them in and they're recycling blinking red. So, yes. it's very solid green. I'm going backwards now. The fourth one is solid. Every one is blue. Solid . The second one is solid green. [silence] First one is solid green. So they're all working. Okay question. So when I go to connect my laptop, right? And I see the networks. Which one is the modem? That just shows up as develop setup 710 guest. Cause
53:00
Speaker 2
Okay. They're all now back solid. Okay. That means that your mesh system are now back online. Okay. So, um, I think we're all good. Okay. Um, your office Wi Fi still broadcasting. Your nodes got reconnected. Connection is restored. So that should be all good again. Hm. No, your modem is coming from your internet provider. If you're talking about the main knownTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
55:00
Speaker 1
Right. Okay. All right. All right. Well, thank you so much. Yeah. Um. What was I gonna say? So this here router that I have, the Linksys router.
56:00
Speaker 2
you have set that up as the office wi fi name all right thank you also for your time and for your cooperation if you need to call us back you have your case number is 100 300 case number is 100 300 you can give that if you will call us back we need additional help [silence]
56:00
Speaker 1
It only gives, it only gives one, one network that I can choose from it. Okay. Okay. And Okay, so my app would show me the setup for that. Oh, okay. Let me see.
57:00
Speaker 2
Right, because it's a mesh. If you're, if you have a mesh system, they will run in one network only through all the nodes.
57:00
Speaker 1
I'm going to log in on my app again. It came out. Can you wait another minute or so? [silence] [silence] Okay, let's see, I'm looking at the wheelchair. Okay. Okay. Wi-Fi 5. All right, so where do I I don't see the name software. What is the name of the lenses uh of this camera, X 42,000 to the public when they go to the white side?
58:00
Speaker 2
What name are you looking for? It's office. [silence]
59:00
Speaker 1
I'm just trying to see where that setup is. You could tell? Okay, I see it. Okay, I see it. Is it? Yeah, I see it now. Okay. All right, I'm done. Thank you so much. Okay. Where are you from? Where are you located? Okay. All right, well, god bless. Thanks for being patient. Thank you. You too. God bless you. Bye.
60:00
Speaker 2
You said your Wi Fi is off, right? On the dashboard, you will see the Wi Fi name. Mhm. You're welcome. No worries. Thank you for your time as well. Oh, we're located remotely somewhere. You too. Uh, thank you for your time and for your patience as well. All right, have a great night. Bye-bye. [silence]
60:00