V2 Rubric Detail — 2df2b31c-7971-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:30
Duration
39m 38s
Contact
Ari Amat
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136056
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall74.5% (+14.5)

V2 Grader Summary

The agent correctly applied the 5-press pairing and reset procedures for the MX2000. However, technical accuracy was partially met because the agent claimed a solid blue light alone confirms a node is working, contradicting the KB's requirement to verify via the DHCP client list or network topology. This led to a partial resolution as nodes continued to revert to red or appear offline in the app.

V1 Case Analysis

Customer unable to add two MX2000 mesh nodes; performed reset and 5-press pairing; one node stable, second node intermittently offline. Customer to monitor.

Troubleshooting Steps
  • Power-cycled and factory-reset each node (20-second reset).
  • Guided through the 5-press pairing method on the parent MX2000.
  • Advised to wait for solid blue LEDs and verify node status in the app.
Key Observations
  • Agent correctly applied the 5-press pairing method for MX2000, which is KB-compliant.
  • Customer reported one node remained offline in the app despite showing solid blue.
  • Agent used ambiguous LED color descriptions (pink/magenta) instead of standard KB terms, causing confusion.
  • Agent incorrectly stated solid blue means node is working, contradicting KB guidance that solid blue means ready for setup.
Positive Highlights
  • Collected model and serial number early in the call [21:00].
  • Correctly identified and applied the 5-press pairing method for MX2000, which is the proper procedure per KB [27:00–28:00].
  • Guided the customer step-by-step through factory reset and pairing process.
  • Provided accurate instruction to check device list in the app to verify TV connection [37:00].
Agent Errors / Gaps
  • Used ambiguous and incorrect LED color descriptions ('pink', 'magenta') instead of standard KB terms ('solid blue', 'solid purple'), causing customer confusion [27:00].
  • Incorrectly stated that a solid blue light means the node is working and if not, it's defective [31:00], which contradicts KB guidance that solid blue means ready for setup, not confirmed operational.
  • Did not confirm long-term stability of both nodes — call closed while one node was still cycling and offline in the app [36:00–37:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer reported nodes turned solid blue temporarily but reverted to solid red, with one node remaining offline in the app despite agent's claim it should be working; final confirmation of stable operation was absent.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through factory reset, 5-press pairing, and waiting period — all relevant steps for MX2000 node recovery.
R3 Partially Met Correct resolution path conf 90%
Agent applied correct pairing method but failed to verify firmware compatibility or check if nodes were previously on another network — key pre-pairing steps in KB. Did not escalate when nodes failed to stabilize.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red lights and initiated reset, but did not ask if nodes were used elsewhere (factory reset necessity) or confirm parent node firmware — root cause could have been outdated firmware or mispairing.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent relied solely on verbal guidance without using remote diagnostics or advising firmware check — tools available and relevant given persistent node instability.
T3 Partially Met No misinformation conf 90%
Agent correctly instructed 20-second reset and 5-press method for MX2000, but incorrectly stated 'solid blue = working, otherwise defective' — contradicts KB which requires checking DHCP list or topology to confirm connectivity.
Communication
C1 Met Clear & professional language conf 95%
Agent set timer, maintained hold, managed transitions, and kept control despite customer confusion and tangential comments.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions, adapted to customer’s pace, and confirmed understanding during pairing steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, did not transfer, and followed through until apparent resolution was reached.
O2 Met Proactive follow-through conf 90%
Set 3–5 minute timer, told customer to stay on line, and provided clear next step (waiting for stabilization).
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at time of decision.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge customer’s expressed frustration ('really painful', sighs, repetition) or repeated effort with resetting nodes.
X2 Met Tone & rapport conf 90%
Adjusted tone and pace, repeated instructions clearly, and kept customer engaged through a complex process.
X3 Partially Met Overall experience conf 85%
Avoided unnecessary repetition, but did not proactively suggest checking firmware or DHCP list — steps that could have reduced future effort.
Call Transcript35 turns · 41 lines
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.
00:00
Speaker 1
hello log on to the TV using the TV remote and go to go to setting network setting wii FI connection it's crawl down see if you find Okala Okay Okala 2.4 and uppercase H then alligator versus plus exclamation point. So you need to go here. Yes. Exclamation point then go back to the ABC capital O, now go back to exclamation point. Go back to a, b, c, capital A, K, O, go back to exclamation point, go back to a, b, c, um oh nine oh seven, okay, you're connected. Exit over there. Now select spectrum. [silence] So that is the little nodes that I'm that I'm installing, uh, Yeah, I don't know why I cannot add the other notes. I feel important accountable. [silence] And we are going to definitely focus on going back in [silence] [sigh] just a bit and the route we reached the black tar here. I'm sharing my password with you. I'm sharing my password with you. I'm sharing my password with you. I'm sharing my password with you. I'm sharing my password with you. I'm sharing my password with you. really painful. Hello, Gerald. How are you? Hello. generally, I'm having some issues over here. I'm trying to add my my linksys velop and I'm having issues adding the nodes that were previously connected to the mesh and I need some help, please. Internet connection is and this working. Yes, I have device, it's connected to it. the main mesh is blue and I'm running a phone through it right now and I'm running I'm feeding my TV through it right now. [silence]
10:00
Speaker 2
Good. How you doing? [ silence] Okay, quick question. You have internet connection, right? And it's working. [ silence] Okay. What is the light of the main tower, the main mesh? [ silence] Good. So, what's the light of the external tower?
20:00
Speaker 1
It's flashing red and this one has been flashing red since yesterday. I have unplugged it, plugged it in, I have tried resetting it and I have another one in the same condition, flashing red. Sure. Give me one second here. Um, the model number is MX2000 and the serial number is 50D1M25C like and Charlie 12837.
21:00
Speaker 2
[silence] Okay. Can you give me the serial number and model number of Linksys's main mesh? [silence] Thank you. [silence] Got it. What is your hold on. What is your first name and last name so I can create a record?
21:00
Speaker 1
Yeah, first name is Ari, last name, A, M, A. AT. A-R-I. Yeah, I have two different systems from you guys, two different houses. T-A-Q-N at Bell South. Net. Uh, for this house, spectrum, Two, of Blinky Red.
22:00
Speaker 2
How do you spell your first name again? Okay, got it. Okay. Let me check. Uh, what's your email? Who's your internet provider? Yes, back turn. Okay. All right, thank you. So how many nodes are blinger red right now? Two blinker. What's the distance of those
22:00
Speaker 1
The main mesh about 3 feet and the other one is about 7 feet. Do a what? Well, Okay. . Give me a minute. . .
23:00
Speaker 2
Okay, the seven feet now, move that a bit closer, do three feet on that. So we'll add them back. So move the seven feet now, get that and move it closer, a bit closer to the main tower, main node.
23:00
Speaker 1
I'm untangling the cables over here. So, I want to tell you, it's probably about four feet right now. All right. Can I do it to both of them? All right. Can you hold it one second here? Please. All right. So, I'm going to do the one that's closest first. You said hold it for about 20 seconds. What? Okay. There we go.
24:00
Speaker 2
All right. Once it shows a blinking red light, press the reset button of that, hold it down for 20 seconds. The other one that's red right now, you can press the reset button on that. At the same time. Yes. But 20 seconds. Yes.
24:00
Speaker 1
So, We've got blue. We've got one flashing blue. And the other one is solid, but both of them are flashing blue now. It's a slow flash. I've got no clue. Okay. So, I guess.
26:00
Speaker 2
All right. Okay. Let's wait until they show solid purple light. The one you reset.
26:00
Speaker 1
I guess that color is purple on one. It's either red or purple. uh like but it's solid right now yeah like a pink like a pink type of a yeah yeah yep both of them are kinda magenta so reset reset press release okay press release okay okay so the reset button right [silence] uh so [silence]
27:00
Speaker 2
more like a pink pink red something like that okay all right, so magenta then, so what's the light of the other one, both of them are now purple, kind of purple. okay. on the parent node reset button press and release that five times but not too fast. that should be one second gap between press it. sounds like this. press, release, press, release, do it five times. main main mesh, yeah, main mesh reset button, do that five times. press and release, yeah.
27:00
Speaker 1
Okay, here we go. 1, 2, 3, 4, 5. All right. Now this one has a white light on. They are blinking right now. Yes, they are. One one of them is. Other is not. M D. Yeah, the other one is also blinking. They're blinking red both of them. Okay.
28:00
Speaker 2
Okay. OK. Observe the light of the extender tower we're adding to the network. They should be blinking, purple, maybe red. [ silence ] OK. It's gonna take five minutes, I mean three to five minutes for them to be fully added to the network of the main mesh. [ silence ] I'm gonna start the timer now. OK. It's set. And you can maybe ask me a question. If you have questions or just... [ silence ] take your time.
28:00
Speaker 1
So, uh, so you're, you're setting the timer right now, do I, do we wait on the phone or you gonna call me back or what do we do? All right, I really appreciate that. Yeah. So the main power button solid blue. And the other ones are, are still, are still flashing. So, okay, what did I, what, what did I do when I push that one five times? Um, I just need to learn, so I can, okay, so is, is, okay, so I have to save like the, okay, I'm apologizing. Thank you very much for your help. [silence]
29:00
Speaker 2
No, uh, let's just stay on the phone. I'll let you know when the timer is up. [silence] It will show [silence] [silence] Oh, um, there's two purposes for that. If the main node is ready for setup, the light is pink. It will setup or configure its own settings. If the main node is solid blue and you, and you do that five-second thing, then the child node is solid purple. It will add the child node. That's the purpose of that.
29:00
Speaker 1
basically adding these two these two just children yeah they were misbehaving so we're still flashing that red light or yeah i guess it's red yeah yeah i couldn't have done this without you guys because i would never figured this out okay so i have one of the one of the child um turned blue both of them turned blue so now how do i know because they they went back one of them went back to red the other one is still
30:00
Speaker 2
cell units. yes. yes right. blinking. okay if your problem, I mean, hopefully, you don't have in the future, but yeah, you can uh give us call back anytime. we can help. mm-hm. all right. it might be back to red. yes, sir.
30:00
Speaker 1
how blue now they want to turn red just turn blue again yeah how can I um how can I see the nodes on my uh are they active already or not we're not we're not sure yet okay so there's the yeah both of them are solid blue and I'm I'm just clicking on my phone to get the router setting let's see what it does so it's taking a minute longer than usually it takes okay so it now it's telling me that I have uh
31:00
Speaker 2
So, you're gonna ask me a question? What was that? Yeah. If the light is solid blue, then it should be working. Otherwise, it's defective. If it's solid blue and it's not working, it's defective. So, right now, it's responded to the broadcast. It should be working. Sorry to cut you off. What was that?
31:00
Speaker 1
Three nodes. Yeah, working. So, online. So, I can, I guess I can, I can disconnect them from here and take them to their respective places. Yeah. Can you give me one minute and I'll, and I'll be right back? I'm gonna, I need to put the phone down, okay? [silence] Three nodes. Yeah, working. So, online. So, I can, I guess I can, I can disconnect them from here and take them to their respective places. Yeah. Can you give me one minute and I'll, and I'll be right back? I'm gonna, I need to put the phone down, okay?
32:00
Speaker 2
Right, working, right? online. Great. Yes, you can move them to where they were before or where you want them to be. I was playing the line if you want, just to make sure they're going to work. Sure, I'll be right here. [silence]
32:00
Speaker 1
Uh, okay. I have uh one node um one node solid blue. And the uh and the other node, I'm taking a look at it right now. The other node is flashing blue. But that was the last one that I just um that I just installed. So it's flashing red now.
35:00
Speaker 2
Okay. What happened? Yeah. Okay. Okay, good. Almost there. [silence]
35:00
Speaker 1
Still flashing, red. Now it's solid blue. I mean, I still can't see it on my app over here. Not okay. Now we're back to solid red. Not Yeah. We're back to blue. Now let me. Let me close the app. Okay. I can tell you that um
36:00
Speaker 2
But great. Alright. Um, so what? Yeah, it's gonna take time. Uh, you may need to close the app and reopen it. Hmm? It should be back in blue. Hmm.
36:00
Speaker 1
Okay. Okay. I'm still seeing only two nodes. The other one is telling me that it is offline. Uh, let me, oh, the other one just came online again right now. So, how, how can I see, can I, can, I'm sorry to bother you. How can I see what's connected to the node? Uh, I wanna make sure that TV is connected to, to the extender node. So, can I, can I assure it? Okay, hold on one second. Okay, here it's updating right now. Okay, so the device is seven? Okay. And it's got, yeah, it got lost.
37:00
Speaker 2
Perfect. How do you just need to go to devices or device list in your app. then look for the television, tap the name of the television. [silence] Perfect. How do you just need to [silence] to devices or device list in your app. [silence] Then look for the television, tap the name of the television.
37:00
Speaker 1
[silence] it here and it's telling me it's connected to to the router. So, it is connected to the router. All right. No, the closest note to that is is uh, I can tell you. It is node uh uh 5024. No, they're they're both equal distance. And so. Yes, it was.
38:00
Speaker 2
Router is the main node. Yes, so the closest node is it the router or the the I'm not sure is that the closest node to the main node or the farthest node well that makes sense and the television is connected so what you need to do probably before uh before we add a new um the television already connected to the main tower so you just need to restart the television or toggle off the Wi-Fi [silence]
38:00
Speaker 1
Okay. Okay, so it'll it'll find, yeah, and I have I have a full signal on both nodes. All right. Thank you, thank you so much. I really appreciate your help. No, that that's it. Thank you so much. You too. Bye bye.
39:00
Speaker 2
of the television toggle it back on. It should find the closest node, because we can't force them to connect to the closest node. Perfect, it's good. Um, very much welcome. I'm happy that I was able to help, but you have other questions, do you want? Uh, all right if nothing else, you have a good one. Take care.
39:00