V2 Rubric Detail — 2d9dc30c-6445-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:52
Duration
5m 20s
Contact
916-872-1555
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall63.1% (+27.1)

V2 Grader Summary

The agent correctly applied the 5-press method for the MX5300 and avoided escalation, but failed to verify resolution or correct inaccuracies in LED color and timing. While the solution path was valid, the lack of confirmation and minor technical errors left the issue unresolved. Empathy and communication were adequate but not fully aligned with customer cues.

V1 Case Analysis

MX5300 child node not pairing; agent advised 5-press method with incorrect LED guidance (pink instead of purple) and unrealistic 30-minute wait time; node remained flashing red; no resolution or follow-up arranged.

Troubleshooting Steps
  • Advised use of the 5-press pairing method on the parent node
  • Instructed to keep the child node within 5 ft of the parent and wait for LED change
  • Told the customer to wait for the node to turn solid blue
Key Observations
  • Agent incorrectly referred to the ready-state LED as 'solid pink' at [02:00], but the MX5300 uses **solid purple** for ready-to-setup state (KB reference: `led_intelligent_mesh_consumer.md`). This is a material accuracy error.
  • Agent stated pairing could take '30 minutes max' at [03:00], which contradicts standard Velop pairing behavior (typically under 5 minutes per KB). This misleads the customer and harms efficiency.
  • At [04:00], the customer explicitly stated the child node was 'flashing red,' yet the agent incorrectly claimed it would turn solid blue 'within three minutes' without further action. This reflects a failure to validate symptoms and respond to feedback, violating troubleshooting protocol.
  • No serial number, warranty status, or case number was collected, indicating a protocol gap for a hardware troubleshooting call.
  • Call ended without confirming resolution or setting a follow-up, despite unresolved red-flashing state (KB indicates red flashing = disconnected/error state requiring reset or repositioning).
Positive Highlights
  • Correctly identified the MX5300 model and confirmed it belongs to the Velop Intelligent Mesh family (KB reference: `universal_mesh_node_management.md`).
  • Correctly informed the customer that the Linksys app is no longer supported for this device [01:00], preventing further wasted effort.
  • Correctly advised the 5-press pairing method on the parent node as the proper path for adding a child node in a Velop mesh system (KB reference: `universal_mesh_node_management.md` and `velop_child_node_setup.md`).
Agent Errors / Gaps
  • Provided materially incorrect LED color information ('pink' instead of correct 'purple') at [02:00], directly contradicting the KB (`led_intelligent_mesh_consumer.md`).
  • Stated that 5-press pairing could take '30 minutes max' at [03:00], which is inconsistent with KB guidance and creates unrealistic expectations.
  • Failed to respond appropriately to the customer's report of a red-flashing node at [04:00]; incorrectly claimed it would resolve 'within three minutes' without further action, ignoring the KB's troubleshooting steps for red-flashing nodes (e.g., factory reset, move closer, or use web UI).
  • Did not collect required product information (serial number, warranty status, case number) despite this being a hardware troubleshooting call, violating protocol.
  • Ended the call without confirming resolution or arranging follow-up/escalation for a persistently malfunctioning node, leaving the customer with no concrete path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; only instructed customer to wait without verifying final node status or connection success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent provided the correct 5-press method for MX5300, but skipped basic checks like power cycling, cable inspection, or confirming current node state before initiating pairing.
R3 Met Correct resolution path conf 95%
Agent correctly identified that the Linksys app is deprecated and recommended the proper 5-press method for MX5300, aligning with KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent acknowledged the symptom (child node flashing red) and referenced the correct procedure, but did not ask targeted diagnostic questions or logically sequence troubleshooting steps.
T2 Met Appropriate tools / resources used conf 95%
The 5-press method is the documented and appropriate tool for MX5300 node pairing; no additional tools were required for this scenario.
T3 Partially Met No misinformation conf 85%
Agent correctly advised against using the app and gave the 5-press steps, but inaccurately described the LED as 'pink' instead of 'purple' and said '30 minutes' instead of 2–3 minutes.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but failed to frame the interaction clearly, had awkward pauses, and ended with an unclear 'call ICMS tech' remark instead of a proper close.
C2 Partially Met Confirmed understanding conf 80%
Agent used understandable language but introduced confusion with incorrect LED color description and timing, failing to confirm customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, provided a solution path, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent gave a clear next step: perform 5-press on parent, wait for solid light, then relocate the node.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent did not escalate, which was appropriate since the issue was resolvable at L1 using standard documented procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but did respond to customer’s confusion with continued support, avoiding outright dismissal.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and provided actionable steps, though tone was flat and did not fully adapt to customer’s hesitations or uncertainty.
X3 Partially Met Overall experience conf 85%
Agent bypassed the broken app and gave a direct physical method, reducing effort, but introduced confusion with inaccurate LED details.
Call Transcript9 turns · 10 lines
Speaker 2
[silence] 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 products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, pay support, option may be available depending on the issue.
00:00
Speaker 1
Yeah, hi. I have a, a Milesys model MX5300, and I've been having a lot of problems with the connection lately. Um, I have, uh, especially with the child node. So, the reason I'm I'm calling is, I'm trying to get the child node set up, but I'm having issues with connecting with the app. Um, I have both nodes here in the same room. I have the purple light on the child node, but I'm trying to get the child node connected to the parent node, and, um, I'm I'm I'm, I've been pretty much unable to do that going through the app. Now, I was hoping you could help me. [silence]
01:00
Speaker 2
Thank you for calling Linksys, this is Meana. How may I help you? Yeah. So, if that's the case, then, by the way, Linksys app is no longer being in use for our Linksys routers. No cloud access anymore.
01:00
Speaker 1
Okay.[silence]
02:00
Speaker 2
And if you're trying to add this extender, you can do the easiest workaround instead, where you just have to power on the extender nearby within 5 feet from the main one, and once it will have a solid solid purple or pink light, which means it's online. You can then go ahead, I mean, which it means that it's ready to be set up. You just need to press Yeah. This is what we call the five press method. All you need to do is to press the reset button on the main node five times within five seconds. No, it's on the parent. On the parent's Yep, yes some in the main node. The child Node nearby, is the solid pink should start to flash and which will only take 30 minutes max for it to have a steady blue light. You can then relocate this child node after.
02:00
Speaker 1
now went back to like a, uh, a bright blue, and then the child node now it's flashing red by itself without me touching it. okay. okay. got it. so basically there's, so I've been trying to use the app for the past couple of days, so the app is not getting any more support is what I'm hearing from you. so next time I have any issues, I have to call you guys directly? okay. okay. all right. now, how do I, um yeah, okay. all right, so I guess, I guess that's, that's, uh, that's the only question that I have. So now just a matter of waiting. It's flashing red, the child node.
04:00
Speaker 2
Exactly it will find all near by relay Francesca's within five feet That's why it's flashing now so wait for 3 minutes within three minutes Uh the the router slide should turn to study not anymore flashing Yeah, no need to press any buttons you can call ICMS tech okay
04:00
Speaker 1
and then it's gonna, it's gonna turn blue, like the other one then I can take it back to the old room where it was before, where where I didn't have any problems. Yeah. Yeah. Okay. Perfect. All right. All right. Okay.
05:00
Speaker 2
Okay, sure. So this is a, alright. Okay, then I'm gonna wait. You're welcome. Bye.
05:00