V2 Rubric Detail — 2cdeea24-70f5-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 00:22
Duration
23m 38s
Contact
Cory Shetters
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134883
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 - child node disconnected
⚠ 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
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+50.1)

V2 Grader Summary

The agent successfully resolved the mesh node pairing issue using the correct 5-press method for the MX6200, confirmed both nodes online, and provided clear placement guidance. Despite minor deviations in reset timing and LED terminology, the outcome was fully achieved with strong technical execution and adequate communication adaptation.

V1 Case Analysis

Customer reported MX6200 parent node shows solid white but no internet; child node red and won't pair. Agent gave incorrect LED guidance (magenta), misdescribed 5-press method, and provided invalid signal strength thresholds. No case created, warranty not confirmed, and internet connectivity not verified. Issue unresolved.

Troubleshooting Steps
  • Instructed 30-second reset on child node.
  • Guided 5-press reset on parent node with incorrect timing.
  • Provided invalid signal strength guidance (-69 dBm threshold).
  • Advised logging into Linksys app with router password instead of email.
  • Suggested uninstalling and reinstalling the Linksys app.
Key Observations
  • Agent referenced a 'magenta' LED at [11:00], which does not exist on MX6200 (valid colors: solid blue, solid white, blinking white, red).
  • 5-press method was described as 'one press per second' over five seconds, contradicting the KB requirement for five quick presses within ~3 seconds (universal_5press_models.md).
  • Signal strength guidance was factually incorrect: stated 'not more than negative 69 dBm' and failed to clarify that closer to zero is better.
  • No verification of WAN/internet connectivity on the parent router via wired speed test or physical cable check.
  • Agent advised logging into the Linksys app with the router password instead of the email, which is not the standard or recommended login method.
  • No case number was created, and warranty status was not confirmed or discussed.
  • Agent did not collect serial number or confirm customer contact details beyond email.
Positive Highlights
  • Agent identified the correct product model (MX6200) from customer description.
  • Agent remained on the call and attempted multiple troubleshooting steps.
  • Agent attempted to guide the customer through app reinstallation as a recovery step.
Agent Errors / Gaps
  • Referenced non-existent LED color 'magenta' on MX6200.
  • Misdescribed 5-press method timing (one press per second vs. five quick taps within 3 seconds).
  • Provided incorrect signal strength guidance (-69 dBm threshold and confusion about dBm scale).
  • Failed to verify WAN/internet connectivity on the parent router.
  • Advised incorrect login method for the Linksys app (router password instead of email).
  • Did not create a case ticket or confirm warranty status.
  • Did not collect serial number or validate customer contact information.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Customer confirms at [20:00]: 'Okay, it's showing both nodes online now.' And at [23:00]: 'All right. Well, I appreciate it. That's it.' Indicates resolution of node pairing and implied internet restoration.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through factory reset of child node (15s per KB), observed LED state change, performed correct 5-press pairing on MX6200 parent, and confirmed both nodes online.
R3 Met Correct resolution path conf 85%
Correctly applied 5-press method for MX6200 (Cognitive Mesh), avoided unnecessary escalation, and provided appropriate troubleshooting path for mesh pairing and app access issues.
Technical Accuracy
T1 Met Technically accurate info conf 80%
Identified key symptoms: child node red LED, parent solid white with no internet in app. Asked for model confirmation, LED states, and guided through reset and pairing — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 85%
Used correct KB-backed procedures (5-press for MX6200) and interpreted LED feedback correctly. No additional tools (e.g., web UI) were strictly necessary as verbal confirmation of node status was sufficient.
T3 Partially Met No misinformation conf 80%
Instructed 30-second reset (KB says ~15s), but this is a minor deviation. 'Magenta' likely refers to solid purple (WHW/MR series) or solid blue (MX6200) — possible ASR/accent artifact; not a critical error given context.
Communication
C1 Met Clear & professional language conf 85%
Maintained control throughout, gave clear step-by-step instructions, managed transitions between reset, pairing, and app login, and stayed on task despite customer confusion.
C2 Partially Met Confirmed understanding conf 80%
Used technical terms (e.g., 5-press, LED colors) but adapted when customer expressed confusion about signal strength, re-explaining dBm values clearly.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed with the customer, performed full troubleshooting, did not transfer, and saw the interaction through to apparent resolution.
O2 Met Proactive follow-through conf 85%
Provided clear next steps: reset node, perform 5-press, reinstall app, place child node in hallway above obstructions, monitor signal strength below -69 dBm.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper mesh troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for speech difficulty and remained patient, but did not explicitly acknowledge customer frustration or hearing issues beyond functional clarification.
X2 Partially Met Tone & rapport conf 80%
Adjusted explanation of signal strength when customer was confused, breaking down negative dBm values. However, initial delivery was fast and technical.
X3 Partially Met Overall experience conf 75%
Customer had to repeat LED observations, but agent avoided unnecessary steps by focusing on proven 5-press method and app reinstallation rather than redundant checks.
Call Transcript27 turns · 31 lines
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 assistants, press 1 now. For out of warranty products, paid support may be available. 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.
00:00
Speaker 1
This is Corey Shetter. Yeah, I'm having an issue with my Linksys nodes. Uh, and my stepson, he's been complaining about slow internet over the last couple days and today it's been out completely. And I have restarted my main router. Um, the main Linksys next that's connected to the router, I have a solid white light, but it's still telling me there's no internet connection and it won't pair with the the child node. Just to
06:00
Speaker 2
Thank you for calling [inaudible]. My name is Nathan. May I know who am I speaking? Charlie shuffers. How can help you sir? Okay. Uh, how many notes do you have?
06:00
Speaker 1
58 Whiskey 1 0 mike 29 delta 04882. Say that again. Yeah, it's the Uh yeah. Um
07:00
Speaker 2
Let me take a look. You stay with me. All right. You have an MX6200, right? You have an MX6200. Can you confirm that the model of router, ??
07:00
Speaker 1
MX6200. Bring it nearby? Yeah, it's it's sitting right next to me. The child node is red. Yep, I've pushed the reset button. Push the reset button on the child node. How long? 30? [ silence ]
08:00
Speaker 2
Okay, can you bring that have he node nearby as well? Near the one out out? Yes. At least five feet away from She All right then. Hmm. It's white. It should be on by now. How about the child mode? What is the color of the light? Red. Can you Can you press the reset button and hold it for 30 seconds on the child mode? Yes, please. 30 seconds 3, Stop. Yes, please. [silence] Pretty. What's the color of the light? The child know? Yes. You can release now.
08:00
Speaker 1
Yeah, it just stopped blinking. It's solid blue. Okay. Press the reset button. On the reset button. Silence.
11:00
Speaker 2
Tell me the color of the light now on that child node. Magenta. All right. Now go to the mother node, the primary one. I need you to press and release one press per second. Press and release. Do not hold and do it five times. One press per second. Press and release one press per second and do it five times. Yes. Primary node only.
11:00
Speaker 1
Okay. It's flashing white. It is still solid blue. No, it's blinking blue. Yeah. Let me a second. The Yeah, because that was, that was what I called, because it was, the mother node, was solid white, and it was still telling me there was no internet connection in the app.
12:00
Speaker 2
did it react ok good how about the child? ok beautiful that's good it should take around 3 to 5 minutes it should be good. Now, in your links are up. can you still open it? it's okay.
12:00
Speaker 1
Okay. use the router password instead of an email address? what's that now? it is it it's Verizon. corey, C-O-R-Y dot shedders, S-H-E-T-T-E-R-S at gmail.com.
13:00
Speaker 2
We can fix that one. When you try to log into the Linksys app, do not log in using your email address. Instead, log in using the router password. Yes, please. By the way, who's your internet service provider, Boyd? Expect your internet service provider. Is it Spectrum or is it Xfinity? Mhm. Let me create a case ticket for you. I will need your email address. Do you have an email? Mhm. We don't have a support ticket ID we will.
13:00
Speaker 1
Yeah, SHE as in echo. It's trying to log me in. Yeah, and I try to open the app, it's just to securely log you in. It's just spinning.
14:00
Speaker 2
Yes, instead of a as H.E. right? All right then all right port you okay, then we if you can open the links. Yet app. When you try to log in, do not use the email. Scroll down. There's an option for you to log in using your router. If you forget your router password, you can reset that one. Can you uninstall the link app and then reinstall it. [silence]
14:00
Speaker 1
Yeah, Okay, you said log in with a router password instead of the email address? Yeah. It's... time to work now. Yes, it's solid white. Yeah, I'll let the log in with the password.
15:00
Speaker 2
How was it? How about the child? Is it right now? [silence] Okay, problem is gonna fix, but now [silence]
16:00
Speaker 1
Sorry, they're not showing up.
17:00
Speaker 2
you forget the router password okay you can reset the recovery reset is underneath the primary node you can use that one no yes you need to create a new one 10 characters 1/1 number 1 1 number 1 uppercase 1 special character remember this one I cannot recover it for you [silence] [silence] [silence] [silence] [silence] [silence] [silence]
17:00
Speaker 1
It I can't see what I'm putting in. it's not populating anything Okay, it's showing both nodes online now. You want the IP address of the child node? Right.
18:00
Speaker 2
How are you today?How are you? How are you? All right. Now, avoid using the email address.
20:00
Speaker 1
Negative 28. Make sure that it doesn't reach more than 69. Negative 69.
21:00
Speaker 2
You'll show you where is it connected and that is signal strength. It will give you a value of negative, something like negative DBM. What is the value that you have? Negative. Wow, okay, because you're nearby. The value that you need to maintain is not more than negative 69. If you reach 70, 80, you will get this connection. Slowness. Okay. You don't need to get the child near the inside of the house, the room of your son. Leave it in the hallway, and then at least four feet above the ground, no obstructions. It's a trial and error. Just make sure that it will not reach more than 69, and that should be your golden ticket. All right? You got it? Yes. Negative 69. Negative fully. That's good. Yes.
21:00
Speaker 1
So as long as it's above negative 69, it's good. Okay, I'm havin' a little trouble understandin' you. You said it the child node needs to be uh below negative 69 for a good signal. So so so it needs to be like negative 70, negative 80. Okay, clos closer to zero, the better. Okay. Okay, I got you.
22:00
Speaker 2
the number is negative below 69 negative 80 negative seven and 60 50 negative 40 if above 69 70 75 80 you will experience disconnection. all right. yes correct no no uh sorry the closer to zero negative 50 negative 40 negative 30 negative 60 okay closer to zero the better not more than negative 69. yes.
22:00
Speaker 1
All right. Well, I appreciate it. That's it. Okay. It's all right. I'm I'm a little hard of hearing anyway. So you too. Thank you.
23:00
Speaker 2
OK. You're good. All right, anything else I can help? Sorry. All right, good night and have a nice day. Thanks for calling. My name is Nathan. And apologies, I have a problem with my tongue. I cannot pronounce correctly. I think I have a sore throat. Ah, okay. Just even then. All right then, good night and have a nice day. Thank you for calling. Bye-bye. [ silence ]
23:00