V2 Rubric Detail — 291b36e8-6463-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:27
Duration
30m 34s
Contact
Fouad O Bahari
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+39.6)

V2 Grader Summary

The agent correctly diagnosed a solid-red child node on an MX6200 system, guided the customer through a factory reset and 5-press parent reset, and verified full mesh recovery via the app. All actions were technically accurate and aligned with KB procedures, resulting in a confirmed resolution. No escalation was needed.

V1 Case Analysis

Customer reported MX6200 node solid red/offline. Performed factory reset (reset button held ~25s), executed 5-press pairing on parent, relocated node, confirmed all nodes show solid white and are online in the app. Note: reset duration exceeds KB (~15s); incorrect support URL provided at call end.

Troubleshooting Steps
  • Collected model (MX6200) and serial (3066) after initial confusion.
  • Instructed factory reset of the child node (reset button hold for 25s).
  • Guided through 5-press pairing on the parent router.
  • Advised relocating the node closer to the parent.
  • Verified node status in the Linksys app (solid white, online).
Key Observations
  • Agent instructed a 25-second reset hold time, which exceeds the KB-recommended ~15 seconds for MX6200 [08:00].
  • Agent provided an incorrect support URL (support_settingof.com) at the end of the call [30:00].
  • Agent initially misidentified the model as 'MX 62 um 100' before correcting to MX6200 [02:00–03:00].
  • No warranty status or support eligibility discussion occurred despite troubleshooting a hardware device.
  • Agent correctly interpreted 'three dots' in the app as a known UI delay and validated connectivity via IP/signal strength [28:00–29:00].
Positive Highlights
  • Successfully guided the customer through the 5-press pairing process with clear step-by-step instructions [11:00–12:00].
  • Confirmed resolution via app verification and signal/IP validation [28:00–29:00].
  • Correctly explained 'three dots' UI behavior as a known delay, preventing unnecessary escalation [28:00].
  • Maintained patience during customer confusion about node locations and app status [20:00–23:00].
  • Offered to send setup guide via email/text, providing additional self-help support [07:00].
Agent Errors / Gaps
  • Incorrect reset hold time instruction (25s instead of ~15s) [08:00].
  • Provided invalid support website URL (support_settingof.com) [30:00].
  • Misidentified product model initially as 'MX 62 um 100' [02:00–03:00].
  • Failed to confirm warranty status or support eligibility at any point in the call.
  • Did not clarify which node was being reset when multiple nodes were discussed, risking customer confusion [20:00–23:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms resolution: 'Yes, everything is working, sir. So, all the nodes are online.' Customer acknowledges success and ends call satisfied.
R2 Met Diagnostic thoroughness conf 96%
Agent conducts targeted troubleshooting: identifies solid red LED, instructs factory reset of child node, performs 5-press on parent, verifies node reconnection via app — logical and complete sequence.
R3 Met Correct resolution path conf 95%
Correct path chosen: resets child node and uses 5-press on parent for MX6200 — aligns with KB guidance; no inappropriate RMA or dismissal despite no mention of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (solid red), confirms parent status (solid white), and follows a cause-based sequence: reset child → 5-press parent → verify connection — demonstrating root cause analysis.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately uses LED status and the Linksys app as diagnostic tools; no additional tools (e.g., logs, remote access) were necessary for this node connectivity issue.
T3 Met No misinformation conf 95%
Instructions are technically accurate: 25-second reset is within acceptable 10–20+ seconds range per KB; 5-press method is valid for MX6200 (no Pair button); app verification is correct.
Communication
C1 Met Clear & professional language conf 96%
Agent maintains control: sets expectations, gives clear steps, checks progress ('Is it solid white?'), and manages transitions without losing direction.
C2 Met Confirmed understanding conf 97%
Agent uses accessible language, avoids jargon, confirms understanding ('So the child node is solid red?'), and adapts to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end: no transfer, follows through on reset and pairing steps, and confirms final status.
O2 Met Proactive follow-through conf 96%
Clear next steps provided: reset child node, perform 5-press on parent, relocate node, refresh app — each step confirmed before proceeding.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted; issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent is polite and thanks customer, but does not explicitly acknowledge frustration or express empathy beyond closing courtesies.
X2 Met Tone & rapport conf 95%
Agent matches customer’s informal tone, repeats instructions clearly, and checks comprehension at key points (e.g., LED status).
X3 Met Overall experience conf 96%
Agent captures serial number once and does not re-ask; guides customer efficiently through reset and pairing without unnecessary steps.
Call Transcript46 turns · 51 lines
Speaker 1
[silence] Yes, ma'am. I do have one of my uh note is offline. I'm trying to connect it to internet. Can you help me to just connect it?
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 product, 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. And Thank you for calling Linksys. This is Epi, how can I help you? [silence] So one of the nodes, one of your nodes not working.
00:00
Speaker 1
Yeah, it's red, yeah. It's my second one. Okay. Yeah, everything's working, except... Yeah. Uh huh. Yes, ma'am. Mhm. Absolutely. Let me see which one. This one over here, the latest I bought. This one over here probably they have not registered for me for some reason. [silence] I called them. Uh but it's completely stopped now. Let me see here. Uh, [silence] I have, yeah. MS6200. Uh that's the one that one is not working now. Uh serial number, [silence] Let me see where I can find it here. [silence] Okay, it's 58 W.
01:00
Speaker 2
So, you have MX 62 um 100, right? uh-huh. Can I have the, uh, serial number of the device, which is not working? just try to look underneath it, sir.
02:00
Speaker 1
No, not quite. You did fantastic. Yeah, no, not quite. I'm trying to jump on my tank. Yeah, yeah, yeah.
03:00
Speaker 2
All right, so that's again 5 8 W W square 4 Whiskey, 10 m Meri. I'm going to 30. 3066. Hmm. Okay, I see got it now. Let me just check this. Yeah, so it's MX 6200. Okay. So the mac address on that device is 05 C. Okay. I don't think so. That's F9 wear Whiskey, not Whiskey, Meri, Mike Sir.
03:00
Speaker 1
Dude, I'll take the, out of it, you'll take the downstairs, [silence] OK. Yeah, can you walk me with that process you can email that to me, as well. OK. So I, how far I supposed to be from that load two feet to, I have it about three, two to three feet's OK. OK.
04:00
Speaker 2
so, this guide will help you set up and add your child node. Okay. So would you like that guide or would you want me to walk you through the process instead? Okay. [silence] at least uh at least five to six feet. Yes, that's fine.
05:00
Speaker 1
Yeah, everything is working except this one, I know this, uh, dropped in the speed. to zero. And I found out this one went down. Yes. Is blinking right now blue? Or dark blue? Yellow to white.
06:00
Speaker 2
So just one child node right now, which is not working, right? Okay, so just let me know, sir, if it's ready. Right now, the main node or the parent node is, is it solid blue or it's solid white? Solid white, okay.
06:00
Speaker 1
Yes, it's like that. Okay. That information you can send is by email or text or that how you do [silence]
07:00
Speaker 2
Okay, so is the child node lights bills link? It takes time, actually, so we're just gonna wait for it. Uh, which one, sir?
07:00
Speaker 1
Yeah. Okay. Now it's solid white. [silence] No. [silence] Oh. Hold on. Hold on. It went red now. [silence] solid red. [silence] Okay.
08:00
Speaker 2
of the home networking? Oh, okay. Well, through email. We will send it to you later, sir. [silence] it's solid, it's not blinking. Okay, can you check your link? Solid red or it's blinking red? Okay, so we'll just have to reset that child node to factory default so kindly press and hold the reset button on that child node for 25 seconds, okay?
08:00
Speaker 1
Okay. Should be blinking. Blue blinking. Now I have a solid blue. Now it is blinking. So release. Okay. Happened already. Now it's blinking. Blue blinking. Let go. Okay.
09:00
Speaker 2
You can tell if it's properly reset or if the device is reset because once you press the reset button, the light on top should turn off and you should be able to see the blue light blinking. Yeah. So, uh, just release it. I mean, just press and hold it for 25 seconds. Okay? All right. So I think it's good. So can we uh let go of the reset?
09:00
Speaker 1
Okay. Right now, solid purple. purple, yes. okay. [ silence ] okay. so on the parent on the on the the main the main one. okay, okay, let me do that.
11:00
Speaker 2
What is the LED light right now? Is it purple? Solid purple, okay. All right, now, can we go to your parent node or the main node? Let's do a five press, okay? So, I believe you're familiar with this, with this method, so to do it, just press the reset button five times, okay? And just press it once, okay? Do not press and hold. So press it once five times, right? So it's like press, release, press, release, press, release. You do it five times. That's on the parent, the main one, yes.
11:00
Speaker 1
Five times, right? Okay. The press releases. See- . Okay. Last one. Last two. Three. Four. Five. Done. Now it's blinking. It is blinking. How about the third one is this going to be affected or no?
12:00
Speaker 2
that's correct sir yes now did the lights blink on a parent what about the child node what's the third one
12:00
Speaker 1
I have a third node upstairs, is that going to be affected as well or no? No. Okay. [silence] Still blinking? [silence] They both are still blinking.
13:00
Speaker 2
No, no, no, it's not going to be affected. Okay. So, any progress on the light on your child note? They're both blinking. Got it. Awesome. Okay, so is it now solid sir or... it's still uh, kinda blinking. it's blinking, um, what light? okay yeah, at times, uh, there are cases that the uh, parent, uh, the child node will take time to communicate with the parent node. It takes around three to four minutes before it's, uh, establish a connection. Uh, Is there a progress? Thank you.
13:00
Speaker 1
That one. They both are solid now. White. All right. Let me see if I still have that app somewhere. Link is app. Yep, there you go. Okay, so what I'm looking for here.
17:00
Speaker 2
They're both solid white? Okay. All right. That's very good. So, now, Mr. Bahari, can we check on your Linksys app? If it shows up, the- all three child nodes online?
17:00
Speaker 1
Three node on the top. I clicked on it. OK. Uh, is the Internet? OK. So two of them, it shows the Wi-Fi signal. The third one, it doesn't show like a three dot. This one's showing 05:532. I don't know which one is this one. So I guess one of them is not maybe not working. Yeah, the 62 is showing as not as up to date, but doesn't show the Wi-Fi signal for some reason. No. They show like a three dots and 20
18:00
Speaker 2
Look for the nodes on your dashboard. Do you see nodes? Can we tap on it and check if they're online? It doesn't show the Wi-Fi signal.
18:00
Speaker 1
uh...NITRO number five eight W 10 m two one is zero five five three uh...and a MX 6200 uh...uh...second floor
19:00
Speaker 2
If you select that, if you select that sir, what's the serial number? oh, okay, that's actually not the one that uh that we've that, that we've, set up the one that we've set up is three zero six six. Mhm. Where did you put this uh the, three zero six six? Uh, on which floor? [silence]
19:00
Speaker 1
532 is on the second floor. Right below the main right below the main router. Okay this one is 3066. This one showed the Wi-Fi is connected. And I have. Oop. Hold on. Just went down. Something just happened. I guess. Uh-huh.
20:00
Speaker 2
Second floor and the 5532. Which one is nearer to the parent node? Is it the 3062 or the 5532? Because maybe the reason why you lost the signal on the five five three two, it's because, um, it can't, it can't get no longer signal or it, I mean, it can't get any signal from the parent node because, uh, because of its distance. So you,
20:00
Speaker 1
do you want me? Do you want me to bring it downstairs? Close the main note or? The five back we go. we have okay, so the five three two is not shown connected. is still in the same location upstairs. I removed it. The only one in my bedroom, the one wasn't working. That one is working now. Working? it was working before, yes. And now it's not.
21:00
Speaker 2
you need to put in the three zero six six to get for for the five five three two to get a connection. Can we try to do that? Can we try to relocate now the three zero six six? [silence] No, um you need to relocate or you need to put that back to where it was before. The child node. [silence] But that was, but that was working before, right? The five five three two? Yes, it was uh you you saw the the the lead light there was white. It was solid white before.
21:00
Speaker 1
go, go. okay, let me see what which one is this one over here. so that was in my bedroom. it wasn't working. that one is the that's hard to see the numbers here. the six four. the 0464 was in the bedroom was not working. now is working. it's fake. it's fake. but now, after I click on this here, it's showing 5532. it doesn't show the Wi-Fi signal. let me see upstairs. what's going on? what else show what is that? so if I bring it to the close to the mother node, it will be working again. let me see what it's saying. uh-huh. silence silence silence silence silence
22:00
Speaker 2
So this is Piera, and what I'm thinking, sir, is that 5532, and the other node was connected.
22:00
Speaker 1
Okay. Okay. Okay, I... Okay, I see what you mean. Yeah. Okay, let me do that then. And because the one that's not working it's showing solid blue. The one in the kids' rooms. Move that upstairs. Okay. There we go.
23:00
Speaker 2
d to that child node to the other child node, that's why it lost its connection, so, since we connected that 3066 back, can we, um, can we relocate that node back to where it was before or place it back to its original um location yet? [silence] Thank you.
23:00
Speaker 1
Okay, so already connected. Let me go back and see if I clicked on it. Okay, so what I do now from here? Okay. Uh-huh, I did. Okay. Let's see here.
25:00
Speaker 2
Okay, just plug in the child model, and we'll wait for the light to stay by.
25:00
Speaker 1
Okay. So I look at it. It's blinking, still blinking right now. Now it's solid white. Okay. Should I exit the app and go back into it to see this refresh or not? Let me see here. Okay. I have question mark over here. Let me see.
27:00
Speaker 2
So blinking white. Yes. Try to close it out and reopen it. Yeah.
27:00
Speaker 1
Ok, tell me 306, six, offline. even showing. Okay, here you go, refresh. Okay, that's good. Now it's working. What about the 5532? I have a three dot. Does that mean it's working or not working? It looks... OK, I have three notes showing, but I don't see anything showing offline. I see it there, yeah, but doesn't have the showing the Wi-Fi signal. Showing three dots. Does that mean that's been working?
28:00
Speaker 2
[silence] It actually takes time to refresh. [silence] Uh did it say online on the 5532? What do you see on the 5532? [silence] three dots. actually that is wired. That is um that's the it's the back hole sir. So don't worry um that will correct itself. Okay? That we are aware of that.
28:00
Speaker 1
I tried, I APPLIED I have an IPv4 address yes. signal signal signal um firmware IP address. That's it. let me see that perform is up to date. The platform. Yeah, that's it.
29:00
Speaker 2
sometimes it will correct itself. It will go back to Wi-Fi to wireless signal. So if you select that node, does it have an IP address? Does it have signal? Yes. And the signal strength. Do you see signal strength? If you can if you tap on it. Okay. Yeah. Okay. Yeah, if it shows up the all the details in there, so that means it's connected, especially the IP address. So they're they're talking to uh the node is talking to the parent node.
29:00
Speaker 1
Okay, great. So, that means everything's working now, right? Okay. Thank you. Okay. No. No, thank you so much. Appreciate it. Thank you. Appreciate it. Bye now.
30:00
Speaker 2
Yes, everything is working, sir. So, all the nodes are online. So, would there be anything else that you need help with mister Bahari? Thank you for your time and your patience, sir. Well, for more information, just please visit our site support_settingof.com. So, uh, for yeah, this is Epi again from links. Thank you for calling sir. Have a great night. Take care. Thank you. Bye bye.
30:00