V2 Rubric Detail — 2cf98446-797a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:35
Duration
27m 58s
Contact
Philip Gale
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00076989
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_CN got disconnected to the network

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.8% (+3.8)

V2 Grader Summary

The agent performed substantial troubleshooting (R2 Met) and followed a valid resolution path (R3 Met), but failed to confirm final resolution (R1 Not Met) and provided materially incorrect LED guidance (T3 Not Met). Customer experience was neutral — no discourtesy, but minimal empathy or adaptation (X1, X2, X3 Partially Met). No escalation needed. Outcome remains partial due to unresolved node status.

V1 Case Analysis

Customer reported MX8500 child node offline (solid red LED) and app login failure. Agent instructed 30-sec factory reset, password reset via recovery key, and removal of offline node in app. Incorrectly advised turning off parent node. No confirmation of node re-joining. Follow-up needed.

Troubleshooting Steps
  • Collected customer contact details and created a case.
  • Identified the problematic model (MX8500) and parent (MBE7000).
  • Instructed a 30-second factory reset of the child node (correct per KB).
  • Guided customer through router password reset using recovery key (correct per KB).
  • Advised removing the offline node in the Linksys app before re-adding (correct per KB).
  • Incorrectly instructed turning off the parent node at [26:00] (not supported by KB).
Key Observations
  • Agent provided accurate factory reset and password reset instructions per KB.
  • Incorrectly advised turning off the parent node at [26:00], which is not part of standard mesh reset procedures.
  • No verification of reset success or node re-joining was performed.
  • Call ended without confirmation of resolution or scheduled follow-up.
Positive Highlights
  • Collected customer contact information and created a case for documentation.
  • Correctly identified the MX8500 as the problematic model and confirmed parent is MBE7000.
  • Provided accurate factory reset procedure for the MX8500 node (30-second hold per KB).
  • Correctly guided the customer to reset the router password using the recovery key (per KB).
  • Explained the difference between Wi-Fi password and router admin password.
Agent Errors / Gaps
  • Failed to obtain serial number or verify warranty status (PROTOCOL miss).
  • Did not confirm the factory reset completed successfully (e.g., solid purple LED).
  • Incorrectly instructed turning off the parent node at [26:00], which contradicts KB guidance.
  • Did not set a definitive follow-up or escalation path (PROTOCOL miss).
  • Allowed customer to disconnect during troubleshooting without regaining control (EFFICIENCY/COMMUNICATION miss).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with agent instructing customer to turn off parent node without confirmation that the child node was successfully re-added or online; no resolution confirmed.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted meaningful troubleshooting: reset child node, guided recovery-key password reset, attempted app-based node removal — all logically sequenced and advancing resolution.
R3 Met Correct resolution path conf 95%
Agent selected correct path: factory reset for offline node, password recovery via recovery key, node removal before re-add — appropriate for configuration/firmware sync issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red LED and offline status, asked about distance and wiring, but did not ask about firmware version, auto-update status, or prior reset attempts that could clarify root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the Linksys app and recovery key process — the appropriate tools for router-admin login and mesh management — and guided the customer through them effectively.
T3 Not Met No misinformation conf 95%
Agent stated the LED light 'should be at least solid purple.' Per led_mesh_system_identifier.md, the MX8500 (Intelligent Mesh) uses solid purple for 'Ready for setup,' but the MBE7000 (Cognitive Mesh) does not use solid purple at all (it uses solid white for online and solid blue for setup). Providing a 'solid purple' expectation for a mixed network involving Cognitive Mesh is materially incorrect.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and kept the call moving but failed to set expectations, frame the process, or manage transitions clearly; multiple silences and abrupt shifts in focus.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'router password', 'recovery key', and 'remove node' without confirming understanding; did not adapt language despite customer hesitation and repeated pauses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and took active steps to resolve both login and node connectivity issues.
O2 Partially Met Proactive follow-through conf 75%
Agent provided procedural next steps but did not set a timeline for recovery or confirm a callback; left customer mid-process without closure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent was actively troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not express explicit empathy, but remained patient through long silences and repeated attempts; tone was neutral, not dismissive or impatient.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a consistent pace and did not escalate tone despite delays, but did not actively check comprehension or adjust for customer confusion during app navigation.
X3 Partially Met Overall experience conf 75%
Customer had to locate a pin and repeat actions, but agent did guide through recovery key and app steps; could have streamlined but avoided major redundancy.
Call Transcript42 turns · 43 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is L., how can I help? Hello? I said, this is L. from Linksys. How can I help? [silence]
00:00
Speaker 1
I attempted to log in on the Linksys app, but it's not accepting the password that was put to that router.
01:00
Speaker 2
I see. Um, you've mentioned, uh, sir that one node drops, um, is that a child node or the parent node? Um, the one, sir that disconnect, is that a child node or the main one, It's a child node. Okay. Um, let me just pull up any records here for a while, sir, or is this your first time calling Linksys? Uh, did you contact Linksys before or
01:00
Speaker 1
This is a first time. R Gail 50 at gmail.com. My name is Philip Gail. Yes. The serial number. Four three [silence]
02:00
Speaker 2
I see. Let me create a case ticket first, sir, before we move forward with your concern for documentation purposes. Can you provide me an email address? Okay. And first name and last name? Thank you, sir. And this is the best callback number in case the call gets disconnected, the one that ends in 04-3-7? Okay. The one, sir, that you're calling, what's the model number of the router, sir, that drops? Yes.
02:00
Speaker 1
Yes. Yeah. The other two are a different model than this one. Um. Hold on. [silence]
03:00
Speaker 2
Okay, thank you so much Sir. Let me just pull the one up here for a while. And you've mentioned Sir you have three right? Okay. Hmm what's the model number Sir of the other ones? Okay.
03:00
Speaker 1
The other two are, uh, NB, 7,000.
05:00
Speaker 2
okay so you have two MBE 7000 and then one MX 8500 okay thank you so much sir and what's the color LED light sir?
05:00
Speaker 1
What is the color of the light? It's red. It, um I just plugged it in, and, um, it went through a cycle. And went through, a bunch of blues, then it went to red, and then it went to a solid blue. Um, and I noticed that it just went to a solid red. It's, uh, Yeah, it's uh
06:00
Speaker 2
two MR 85 yes so the it's the color of the light I see um hum okay so um is this one sir near the parent node or is it um it's
06:00
Speaker 1
It's within about 3 or 4 ft of the parent.
07:00
Speaker 2
Okay, I need you to reset this one Sir, before and then after we reset we will log in to the linksys up, okay? Well, how did you set up this node before sir? Did you set it up like a different router? Like, do you have like do you have an own Wi-Fi name for this one, other than the MBE 7000? You mean the Wi-Fi name right? They have the same Wi-Fi name.
07:00
Speaker 1
yes
08:00
Speaker 2
When you connect to the internet, okay. Well, if we're going to reset, sir, the MX 8500, it will disconnect totally to the parent node. We don't need to do anything on the parent node because I think that is working. What's the LED lights or color? Of the parent. I see. What? Okay, that's good. So we will just have to reset this one and then add it again as a child node to the MVE 7000. Okay. Yeah.
08:00
Speaker 1
I had to just go through and reset it. You know, I held the reset button down, then went to the, the Linksys app, and went to where it said add a node and added it back into the system and it's been working fine except the other day it was dropped and it seemed to stop working. I don't know if it was being dropped, jarred and it's no longer connecting to the rest of the system or not.
09:00
Speaker 2
a. i see probably there's some [silence]
09:00
Speaker 1
When it's back in its normal position, Um, it's Uh, probably Oh, I'd say maybe 30 ft. It's um, when it's in the system, it's connected to the parent node with an ethernet cord. Yes, it's wired directly to the parent node.
10:00
Speaker 2
f is this child node, then, if, so, for example, if this child node is connected to the parent node, how far is it when you move it back to its original location? so you wired this one directly to the parent node? Okay. Can you disconnect that one, sir, for the mean
10:00
Speaker 1
Well, it's, right now it's not connected to that, uh, match cord. Right. Okay, I've got to get a small pointer to, um, push on the reset. Um, somehow the, button that you're supposed to push down, is shifted and it takes a little bit of work to connect to it.
11:00
Speaker 2
In time can you disconnect this MX8500 to the parent node? Oh okay, I see, so let's reset this one first yeah because it's solid red right? Okay, so I need you sir to press and hold the reset button for 30 seconds. Uh-huh. Oh, okay, I see. Alright, um yeah, you can grab, Good sir, a push pin or a paperclip that can help us assist with the reset button. You can take your time, just let me know once you have one and once you're ready. I'll just be here. Okay.
11:00
Speaker 1
okay. I pushed the reset and it is going through a cycling of the lights on top. It's, it's changing. It's going through the blue sequence. right. Yeah, my phone is connected to the Wi-Fi.
15:00
Speaker 2
I'm still here, sir. Okay. Okay. Okay. So let's give that one some time, sir, to recover. Usually, the LED light that we will expect on that one, that should be at least solid purple. But we'll just double check that one later. Let's go to your Linksys app since you have mentioned the password is not accepting on the app, right? When you'll try to log in. Okay. So, yeah, let's open the Linksys app, sir. Your phone is connected to the Wi-Fi, right?
15:00
Speaker 1
The auth is on the login page.
16:00
Speaker 2
Okay. So, I need you to open the Linksys app. Let me know what you have on the app. Do you see two options to login? Do you see login using email or?
16:00
Speaker 1
Yeah, there's a choice of email or router password. What's the what? uh... Now is that the password that's on the bottom of the router? Um, the one I had on this router before yeah. I know what that password is and that's the one I attempted to put in and it said it was an incorrect attempt. [ silence]
17:00
Speaker 2
Okay, let's select your router password. uh select your login using router password. well not specifically sir um usually the router password by default is the wi-fi password however if you have already set up the parent node um during the set-up it will ask you to create your own router password. Do you still remember the router password that you have created before or no? [silence] Hum.
17:00
Speaker 1
[silence] correct password. [silence] Uhm. Oh. [silence] there [silence] there is [silence] right. There is [silence] a thing that says reset password. [silence] Okay. [silence] and it says look on the bottom of your router for a recovery key. Oh. [silence] Okay. Right. Okay. [silence] Hmm. [silence] Oh. Okay [silence] [sound]
18:00
Speaker 2
Okay, how about this one, sir? we'll just create a new one because if we will try multiple attempts, that will possibly lock us out on the Linksys app. I think you have an option to click reset password, right? Select that one, sir. And then it will ask you for your recovery key. Yes, the recovery key, sir, you will find it at the bottom of the parent node. It's a five-digit number.
18:00
Speaker 1
There we go. Okay, so now it says, so I, I don't, I, I don't use the old password. Oh, so, so I, I, all right, because I, uh, I find it easier if all three routers have the same, uh password.
19:00
Speaker 2
[silence] This one says different. This one is different with the Wi-Fi password that you have created together with the Wi-Fi name that you set up for the parent node. This one is a password only to log in to the Linksys app. It will not affect the Wi-Fi connection.
19:00
Speaker 1
Okay, so it's not telling me how many characters it has to be. Okay. Oh, there it is.
20:00
Speaker 2
Yes. You can put it at any character for your router password, but I need you, sir, to write it on a piece of paper or note. So at least you have reference for future use. In case you log into the Linksys app again. Well, usually, sir, since we updated our Linksys app, um, it requires, um, it requires at least 10 characters. One capital letters, small letters, numbers, and a special character. Do not put, sir, double numbers or double letter in order. You can take your time. [silence]
20:00
Speaker 1
Okay, so it's taken me to the Big Joe is online page. Yeah. And your three, which is what the. There's a circle with a red, there's a circle with a exclamation point. All right. All right. Yeah, it says.
23:00
Speaker 2
okay, that's good, so you're now logged into the Linksys app, right, okay, how many, uh, okay, how many nodes can you see, siri, three, do you see any uh, do you see any exclamation mark or red mark or that's, okay, um, I need you to select the one, sir, uh,
23:00
Speaker 1
another one that was one of the 7,000s. And then right below that, it says offline child node. All right, so now where do I go?
24:00
Speaker 2
Okay, I need you to select the offline node, because we need, we actually need to remove that one first before we can add back the parent node, because it will not allow us to re-add it back to the network if it's still showing us offline, even though if we, um even though we already reset the child node that got disconnected. So select that node, [silence] sir, that's showing offline. Um, select, the uh offline child node.
24:00
Speaker 1
Click what? Oh, all right, when I click that, it says let's check a few things. Now, it's got a it's got a uh pinkish light on the top. All right, so um I mean there's a thing on this page that says check a few things. There's an X on the top, so I click on that X. Well, I tried,
25:00
Speaker 2
Selector, the offline child node. Selector, select or tap? Yeah, I'm okay. Okay. But let's focus, first, on the Linksys app. Since you have already clicked the child node that is offline, I need you to scroll down and then I need you to check if you have an option for remove node, uh, remove node of the network. Um, do not click CDX. Can you try to scroll down for me? [silence]
25:00
Speaker 1
[silence] turn it off. [silence] I like [silence] okay. [silence] I'll just unplug the power cord on the bottom. [silence] Pardon? [silence]
26:00
Speaker 2
So you don't have sir, any buttons that says remove node of this network? Mm. Okay, I see. Is it possible for us for to turn off the um, is it possible for us to turn off the parent node for the meantime? Can we turn it off? Yes. Turn off sir the parent node. Correct. Yes, for the parent node and then let me know if you've already unplugged it. Um, let me know sir if you already turned off.
26:00