V2 Rubric Detail — 2d796516-65c6-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 18:48
Duration
21m 50s
Contact
Clarence Braun
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+20.5)

V2 Grader Summary

The agent applied correct technical troubleshooting for the MX6200 Cognitive Mesh system, including proper use of LED indicators and the 5-press method, and advanced the case logically. However, resolution was not fully confirmed due to customer constraints in testing the modem directly. The interaction lacked strong empathy and clear timelines, but overall followed appropriate protocol and provided accurate guidance.

V1 Case Analysis

Customer unable to get internet on MX6200 mesh after reset; both nodes solid blue, later solid white after 5-press reset. App shows 'checking for internet' then 'no internet'. Advised to verify modem internet via direct Ethernet test and contact Spectrum to confirm service. No case created.

Troubleshooting Steps
  • Verified LED status of parent and child nodes (solid blue, later solid white).
  • Confirmed cable connection between modem and parent node.
  • Advised checking modem internet directly with a computer (customer lacked Ethernet cable).
  • Guided through 5-press reset on the parent node (KB-supported method for MX6200).
  • Instructed power-cycling the child node.
Key Observations
  • Agent followed the KB-recommended 5-press reset procedure for MX6200 mesh setup issues.
  • Agent correctly identified the need to verify modem internet connectivity, aligning with the KB's emphasis on WAN/ISP verification.
  • Agent did not definitively verify modem internet due to customer's lack of Ethernet cable, but this limitation was acknowledged and circumvented by recommending ISP contact.
  • LED guidance was mostly correct: solid white on parent node after 5-press reset indicates successful pairing (KB: 'solid white = online and working'), though agent overstated it as 'connected and online' without confirming actual internet access.
  • No case was created despite collecting serial number and name, a protocol miss.
Positive Highlights
  • Applied the correct 5-press reset procedure for MX6200 mesh setup issues, as recommended in the KB.
  • Correctly identified the need to verify modem internet connectivity, a critical step in the KB's troubleshooting flow.
  • Provided a clear next-step recommendation (contact ISP) when on-call resolution was not possible, offering a valid self-help path per the KB.
  • Confirmed topology (parent/child node setup) and cable connection early in the call, aligning with KB troubleshooting prerequisites.
Agent Errors / Gaps
  • Failed to create a HappyFox case despite collecting serial number and customer name, a critical protocol failure.
  • Overstated LED meaning: claimed solid white on parent node means 'connected and online' without confirming actual internet access, which contradicts the KB's more nuanced guidance ('solid white = online and working' refers to node status, not internet).
  • Did not confirm warranty status or explain support eligibility after collecting serial number, missing a key protocol step.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to verify ISP and use 5-press method, and confirmed nodes turned solid white, but did not confirm actual internet access or resolution.
R2 Met Diagnostic thoroughness conf 85%
Agent systematically checked LED status, verified cable connection, attempted app setup, recommended 5-press method, and advised direct modem test — all logical, relevant steps.
R3 Met Correct resolution path conf 90%
Agent correctly identified MX6200 (Cognitive Mesh), used solid white as success indicator, and directed appropriate troubleshooting path including ISP verification and 5-press reset.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified no internet symptom, asked about node LEDs, cable connection, Wi-Fi visibility, and used 5-press to test connectivity — logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 80%
Agent used LED status, app feedback, and recommended direct modem connection test — appropriate tools for the issue; customer limitation (no Ethernet cable) prevented full verification.
T3 Met No misinformation conf 95%
Agent correctly interpreted solid white = online for MX6200 (Cognitive Mesh), advised proper 5-press method, and accurately described node behavior per KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained control but had long silences and did not clearly frame next steps or manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 70%
Agent used some technical terms but adapted by explaining LED meanings; however, did not consistently confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on troubleshooting steps.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (call ISP, power cycle, 5-press) but no specific timeline or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not explicitly acknowledge customer frustration or repeated efforts; minimal empathy shown.
X2 Partially Met Tone & rapport conf 75%
Agent maintained engagement and adjusted pace slightly, but tone remained procedural without full adaptation to customer’s emotional state.
X3 Partially Met Overall experience conf 70%
Agent asked customer to perform reasonable steps (e.g., call ISP) but could not bypass need for direct modem test due to customer’s equipment limitation.
Call Transcript40 turns · 42 lines
Speaker 1
[silence]
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. Thank you for calling Linksys. This is IS, how can help you? I see.
00:00
Speaker 1
5 8 W 1 0 M 2 7 D 0 9 2 1 2. Correct. Yes. [silence] Clarence. Yep. Braun. B-R-A-U-N.
01:00
Speaker 2
Can you provide me Sir, the serial number of your licenses? Let me verify again, the serial number is 5 8 W 1 0 M for Mike, 2 7 D for Delta, 0 9 2 1 2. Is that correct? All right. I'll create first a record for you, Sir. May I have your name? Clarence?
01:00
Speaker 1
Could be a couple of them. Braun 48732 at charter.net or it could be yahoo.com.
02:00
Speaker 2
Clarence Brown, your first name is C-L-A-R-E-N-C-E and your last name Brown B-R-A-U-N. All right. [silence] And your email address current? [silence] All right, thank you. [silence] Correct.
02:00
Speaker 1
Yes. solid blue? Yes. Uh we went through and did a reset, as they tell us on the factory to hold the reset button down for 15 seconds or so and it blinked out lights and reset it. We were in the process of with the new modem, we powered that off and uh left it off for three to five minutes and just powered it back on. We tested it with a static IP and we must have gotten a power cycle. #### started with a i
03:00
Speaker 2
Clarence, have you two of Link Systems' product video mx6200, and what is the light status of your nodes right now? Are both of them solid blue?
03:00
Speaker 1
And we're just waiting with the app to have it say checking for internet, but we've done it twice and [silence] Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. [silence] Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. [silence] Yes. Yes.
04:00
Speaker 2
So, Lawrence, your Internet service provider is Spectrum. So you have the parent node connected to your spectrum modem right now and the child node is already placed beside your parent node. Okay, so you have a parent node and a child node, and they are both showing a solid blue light. So that's good, so it means you have properly reset your two nodes. So, do you have the linksys app on your phone, Lawrence? Alright. When you open your Linksys app, you select the set up a new Wi-Fi network. So when you reach the checking for internet, the result you got is that it doesn't find uh your router or no internet. Okay.
04:00
Speaker 1
[ silence ] Yes. [ silence ] Yes. [ silence ] Okay.
06:00
Speaker 2
So, did you connect the cable from your modem to your parent node on the internet port of your router or your parent node? So, it's the one that has a yellow label. The port that you're okay. All right. On your phone, Clarence, can you check on the list of available Wi-Fi network on your phone? Check if you can see the Wi-Fi name of your parent node, the default Wi-Fi name of your parent node. The default Wi-Fi name of your parent node. Mm-hmm.
06:00
Speaker 1
There's no internet connection. On the phone. We have 2 phones here. So it shows it looks like it connected because we typed in its internet, you know, its password and it says no internet connection. Okay. We're connected. This is an answer. Okay. Okay.
07:00
Speaker 2
So, that's the Wi-Fi name of your parent node. Can you connect to that? That's fine. So long as you just connect to it. It's fine if it says connected, but without internet. I just need you to connect to that Wi-Fi name. Okay. Now, can you close your Linksys app? And then let's try again. To set up your Linksys app, and then open it again and do the setup procedure. Select setup. Hmm?
07:00
Speaker 1
Okay. Yep, it's showing checking for internet. Okay, so then we need to call Spectrum. Okay, it just jumped up. It says now it wants us to reset the modem again. Do you want us to do that? It's telling me to reset my modem. In other words, pull power.
08:00
Speaker 2
setup a new Wi-Fi network tap on mesh router. Okay. So let's just wait and let's see if we can get an internet connection. If it still doesn't, then it only means that your modem is not supplying internet to your parent node. Yes. but we'll still need to do another method to set up your mm-hmm. What does it say? So, you don't have to do that because you already because you already do
08:00
Speaker 1
Yes. Yeah. Yeah, the modem says, it says, online, it says power, and it shows an online button.
09:00
Speaker 2
you do that a while ago, right? Mm-hmm, so I think um let's try to set up your node using the five press method. Let's see if we can get it uh connect. If it doesn't, then it's really your modem that's not supplying internet to your parenthood. Okay, what we're going to do... Yeah, um the light the light LED of your modem will really show or it's like, but it doesn't mean that there is an internet or coming from it because your internet provider may have an outage or there may be an internet service interruption. Uh happening as of this moment, that's why you or your modem could not supply internet to your parenthood.
09:00
Speaker 1
Okay. All right. Okay. Look at this right. Cut. Okay. It went round and then went back to link and then went back to blue. Solid blue. [silence]
10:00
Speaker 2
This audio is [silence]
10:00
Speaker 1
Okay. Yep. That's what I know I'm doing. Yeah. Yeah. My laptop computer doesn't have and my laptop doesn't have an ethernet connection and my desktop computer is in a different room. So I can't run a connector to it. I don't have one long enough. Okay.
11:00
Speaker 2
thanksheets turn solid it now I know so to verify that there's really an internet coming from your modem. If you have a computer show, you can connect your computer directly to your spectrum mode so that we can verify if there's really an internet connection if there's really an internet coming from your modem if you have a computer because that's like that's the only way we can verify if there's really an internet coming from your modem. But since you don't have an avelable computer [silence]
11:00
Speaker 1
Okay. Yeah, so my question seems like I should, I should seems like I should call Spectrum and confirm that they have internet operating. And if it does, if... Okay. And then once I do get the internet on my modem, then these routers should just pick it up and operate like.
12:00
Speaker 2
they may have uh yeah if it does they will say that that their connection is fine if it does tell them that your modem is not supplying internet because even if the connection is good it could be a hardware issue of your modem right?
12:00
Speaker 1
normal okay, so let's press the reset. Okay. So you would reset the five times. Yeah. Can you hear me. Okay. I just packed. Yeah. I just pressed in and turned white on me. That's interesting.
13:00
Speaker 2
or just try to use the five press method. Or once you do that, it, it's likely turned solid white, which means that there's really an internet. Yeah, press the reset. Hello? So just press the reset, yes, just press the reset button on your parent node five times. And once it's light turned solid white, then it means, uh, it's connected and online. But if it's light doesn't turn back to a solid white, then it only means it's not getting any internet from your modem. So that's why, you have Mhm. You press it and it turns
13:00
Speaker 1
It turned white on me. [silence] It didn't. It stayed blue. Which is right? Yes, just the parentheses. [silence] So there are 80.
14:00
Speaker 2
All right, that's good. It means it connected and online. You can confirm by opening a website on your phone since your phone is already connected to your parent node default Wi-Fi name. So try to open a website, like Google or Yahoo.com. confirm that they're on internet. Since your parent node turns solid white, your child node should also turn solid white. So only your parent node is showing a solid white. Okay. Your child.
14:00
Speaker 1
need to do a reset. Yeah, it's right next to us. Okay. Hang on. okay, give me a minute. The blue light is slowly flashing. Oh, it turned solid white. Okay.
15:00
Speaker 2
Okay node is placed. Okay, hold on, Joe. Are you- try to press the your parent node five times again and see if your child node will react. the parent node reset button, press it five times. So, your child node, after it responds, it could start to blink its light. if Yeah. Okay. So, it's good that it's responding to its parent node. So, let's just hope that it turns solid white. Okay, that's good. So, it means. So, it means your child node is already added. [silence]
15:00
Speaker 1
My, uh, my, my white is kind of lightly flashing. the child mold, the white. the parent one is solid white. The child one is flashing occasionally white and then goes dark and then white. It did for a minute. Now it's flashing white and off white and off real slow.
16:00
Speaker 2
to your parent node. So they're now both connected and online. Okay, when you said it turned solid white right? Okay, that's fine. It could be an intermission or the intersection of data from your parent node to your child node has some interference. But since it's, it's turned solid white a while ago, it means it's already configured and added, uh,
16:00
Speaker 1
OK there's anything I should do or just want to keep flashing white and off. Uh that. Yep. Are you getting internet at all? The loss that up is not nothing. knots. Oh, it's flashing.
17:00
Speaker 2
that child node to your parent, right? Do you just have to wait for its light to turn back to solid white? Once its light is back to solid white, you can, relocate that child node to where you want to place it. Is it still, Okay, try to turn off its power switch. There's a power switch at the bottom of your child node. Turn it off, and then, turn it back on.
17:00
Speaker 1
Blue. Yeah, text spectrum, see if they can verify your modem. Now my tile module is just doing a flashing blue. Okay. Yeah, it's on my phone when I logged into the flew up setup 6b9, which was the parent, parent one. Um, it says no internet. Even though it's got a point point.
18:00
Speaker 2
Okay, that's normal because you have turned off your child node. Once you turn it back on, it will first start to blink blue, which means it's still booting up or starting up.
18:00
Speaker 1
Oh, I'm wondering, oh no, ugh, okay, I'm looking at my password to make sure I have the right password in it. DHW. I don't think I have the right password in it. Ugh. No, DWHRMIMYBM. Yeah, I got the right password in it. uh oh. It's just saying that there's no internet connection. [silence]
19:00
Speaker 2
What do you mean on your link is up? Hmm. [silence] So that is the default password of your parent node, and when you connect to it, it doesn't connect to internet.
19:00
Speaker 1
And the child mole just turned blinking red. Oh, now mine, now it turned red again. Morning. Okay. I will check with that next. I appreciate your help. Okay, appreciate it. All right. Have a good day.
20:00
Speaker 2
set up successfully your two nodes when they turn solid white so it just needs some internet uh from coming from your internet provider once your internet connection is stable and good and I think your two nodes are will be online and you can access your internet by then okay you welcome you can always call us back again if anything is on you or any other concern okay you're welcome thank you for calling linksys again Clarence take care and have a good day you too bye
21:00