V2 Rubric Detail — 2f3dcd9c-8169-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:53
Duration
57m 20s
Contact
920-864-7761
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall66.9% (+26.9)

V2 Grader Summary

The agent executed tool-driven diagnostics and developed a viable follow-up plan but failed to resolve the child node's instability, resulting in partial resolution. Technical accuracy was mostly sound (per KB validation), though minor misconceptions existed. Communication and ownership were adequate but imperfect, with disorganized moments and incomplete effort reduction. No critical failures triggered auto-zero.

V1 Case Analysis

Customer reports unstable MX4200 child node (blinking blue/red) after relocation. Agent performed backhaul diagnostics, ping tests, and manual firmware upgrades, but instability persisted. Follow-up call scheduled for further isolation.

Troubleshooting Steps
  • Generated backhaul report and reviewed RSSI values
  • Pinged child nodes to verify connectivity
  • Manually downloaded and applied latest firmware to child node 2
  • Power-cycled nodes and checked LED status
  • Checked power adapter specifications
Key Observations
  • Agent did not confirm product model or warranty status early in the call.
  • Agent incorrectly stated the child node was in bridge mode (MX4200 mesh nodes do not operate in bridge mode).
  • Agent provided incorrect support URL (supportedthings.com instead of support.linksys.com).
  • Troubleshooting flow was disorganized with repeated silences, hold times, and contradictory LED descriptions.
  • No definitive resolution achieved; call ended with a follow-up scheduled.
Positive Highlights
  • Performed detailed backhaul report and RSSI analysis.
  • Executed manual firmware upgrade to the latest version.
  • Attempted multiple ping tests to verify node connectivity.
  • Scheduled a structured follow-up for further isolation.
Agent Errors / Gaps
  • Did not collect or confirm product model or warranty status at the start of the call.
  • Provided inconsistent and incorrect information about LED states (blue vs. red), causing confusion.
  • Incorrectly stated that the child node was in bridge mode (MX4200 mesh nodes do not support bridge mode).
  • Provided incorrect support URL (supportedthings.com instead of support.linksys.com).
  • Failed to achieve a confirmed fix before ending the call.
  • Excessive hold time and fragmented dialogue reduced efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 85%
Agent did not achieve a stable state for the problematic child node (22560) and scheduled a follow-up for tomorrow without confirming resolution; node remained unstable after firmware upgrade and power cycle.
R2 Partially Met Diagnostic thoroughness conf 78%
Agent performed ping tests, backhaul reports, and firmware upgrades, but skipped key steps like factory reset or 5-press pairing, and troubleshooting lacked a clear, sequential flow.
R3 Met Correct resolution path conf 80%
Agent pursued best-effort troubleshooting (firmware reflash, node reassignment, power cycling) for a likely hardware fault in an out-of-warranty device, preserved stable nodes, and planned a firmware revert — appropriate path for suspected hardware issue.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptoms (blinking red/blue LEDs, ping loss), used RSSI values and backhaul data to isolate instability, and inferred hardware issues from firmware mismatch — root cause analysis supported by evidence.
T2 Met Appropriate tools / resources used conf 90%
Agent used appropriate tools (web UI, ping, backhaul reports, manual firmware upload) and correctly interpreted results (e.g., RSSI -38 = too close, ping loss = instability).
T3 Partially Met No misinformation conf 75%
Most guidance accurate, but 'eight special streams' is misleading (MX4200 is 4x4 MU-MIMO, not 8-stream); bridge mode comment lacked context. No critical errors like wrong reset or pairing method.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent maintained call control and set expectations (e.g., 'call back tomorrow at 3 PM Central'), but had long silences, abrupt context switches, and lacked initial framing — disorganized moments reduced clarity.
C2 Partially Met Confirmed understanding conf 72%
Agent used technical terms (RSSI, firmware) but explained some concepts (e.g., 'special streams' as signal processing); did not consistently confirm understanding, though adapted slightly to customer's farm context.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed diagnostics without transferring, and committed to follow-up — demonstrated full ownership from start to scheduled callback.
O2 Met Proactive follow-through conf 90%
Agent set clear next step: callback at 3 PM Central time to continue isolation and possible firmware revert — specific time, owner, and action defined.
O3 Met Closure confirmation conf 85%
Agent referenced prior assessment of parent node stability from 'yesterday,' avoided repetition, and built on existing case history (e.g., 'your parent node was working stable until now').
Escalation Judgment
E1 Met Correct escalation decision conf 80%
Agent did not escalate because they had a viable path forward (firmware revert, node reassignment) and were continuing troubleshooting — escalation not yet warranted for suspected hardware fault.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred on this touch, and none was warranted — agent had a valid next-step plan and was not required to escalate.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent acknowledged customer's time constraints ('I appreciate that') and apologized for confusion, but lacked proactive frustration acknowledgment (e.g., didn't explicitly recognize repeated reboots).
X2 Partially Met Tone & rapport conf 70%
Agent adjusted slightly by simplifying explanations and respecting customer's need to leave, but maintained a technical tone that didn't fully match customer's pace or emotional state.
X3 Partially Met Overall experience conf 78%
Agent reduced effort by performing remote diagnostics and logging, but required password/serial repetition and multiple firmware flashes — some avoidable steps added friction.
Call Transcript48 turns · 73 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys customer assurance team. May I speak with Steven please? Thank you for answering my call. And can you hear me okay on your line? Thank you. And by the way, again, this call is recorded for quality assurance purposes. So the first thing I would like to assist you with is your Velop network because you mentioned that you have relocated your child nodes. I did check your web UI and your router is showing only one child node. I believe this is the child node too, and I did check its settings and I can see that it has next to 3d of B. It means it is very close to your parent router, so I'm just wondering why you mentioned that your child node is not showing on the app because based on what I can see here, it looks like your node is showing and it has a good connection to your parent router. So I think you may encounter this issue because you may have not closed out the app after relocating your child nodes. Do you remember if you have tried to close out the app or not? Try to force quit the app first once this issue occurs because, this module will notify the app that you have repositioned your child nodes. But if you do not close out the app properly, it will not be able to detect that you have already repositioned your child nodes. So try to force quit the app. And then once you've done that, try to open it again and hopefully, we're able to fix this issue. If you still encounter the same issue, let us know and further assist you. [ silence ] Yep. [ silence ] OK. the one ending two two five six three zero number, correct? thank you. so I'm just checking if, uh, if this is the one that's uh working stable, then I'll put this one in the child dot one location since that's the one that's the first node. but let me just double check, OK? and I appreciate your assistance here, OK?
00:00
Speaker 2
So, child node two is the one that's blinking on and off right now. Child node three is the one that has a solid blue light. That's correct. [silence]
01:00
Speaker 1
ping this device now [silence] I'm pinging it so meaning if there's connectivity on this child node too okay so I'll generate another debug log here okay? wait for a few seconds Now generating the backhaul report, for a few seconds. Okay. So I have the backhaul report. That's what it's shown on the web interface, it's RSSI station, or STA, which is the connectivity. This is a negative 38, okay. This is way, way too close because our Excellent strong signal is ranging -50 to -69, and the 0 dBm is the one that you wired the device. Okay? And the -100 dBm is the total wireless disconnection. So this is great information. Let me just document this. How's the child node one? Is it still rebooting or is it now little little? Okay. So I'll set your expectations that the this node.
03:00
Speaker 2
Uh, it is got a blinking blue light.
05:00
Speaker 1
Since that's the main node, before the child node two, OK. if this is the one that's not working stable, and of course, the child node 2 will always be affected. OK? So, if, since I'm checking here, uh this node right now, I'm continuously, continuously pinging it. OK? And this is the result so far so good. OK? No disconnection. I'll just check, uh what's the result. So far so good. ping sent 184, received 184, 0% loss. I'm going to continue in here while we're isolating the other node. And I'll set your expectations that after we have uh like troubleshoot your other node, like the child node one, with the serial number I believe that was the 22560. So, this is the isolated node that I'll need to properly check after I've done the reset reconfiguration. Okay. And I may be able to set it back to the older firmware just for isolation. But if this node is still rebooting on its own, okay, then this device might have an issue with the hardware. Okay? But at least of your three nodes, you don't need to like discard all. Maybe just only one based on what I have assessed right now, okay? Because yesterday, my assessment was your parent node was working stable and has been working stable until now, okay? Then, of your two child nodes, I understand that both of them are having disconnection because of course because it's directly connected to that node that might have issue with the rebooting, okay? That might be a hardware. So later on, we will use this child node three as the new child node one. I mean, the child node two. We will become the new child node one, okay? And we'll then going to test the, the stability, okay? So, may I ask for help? Uh, I'll also going to, uh, save this .svlog, okay? And I'll put this one as the child node two, okay? So let me save this. I'll open again your notepad. Now, close this because this was the parent node yesterday. Reopening your notepad again. [silence] If, let me recopy it, was not able to copy it properly.
06:00
Speaker 2
All right. All right. Yes. All right. All right.
08:00
Speaker 1
[silence] okay so this is your the child no three based on the serial number okay I mean the child no two based on the child number okay thank you saving it now wait for few seconds Based on my record, this is the parent node. Wait, let me just double check my notes. Uh, this is a parent node, uh, it's not the one, okay? Uh, close this, okay? Uh, that's a parent node. Yeah. That's the reason why I'm, I'm going to type the IP address of the child node instead, okay? It's a good thing that we're double checking. [silence]
09:00
Speaker 2
2, 2550. Should be the parent node. 14 62. 16. Okay.16. Yeah, 220558, should be the parent node. [silence] 22550. Should be the parent node.
10:00
Speaker 1
Why? 19.1.2.2. Hey. I just need to type in the same router administrator password from your parent note. I need your help to and Hey. Hey. uh, same with the parent node. Yeah. Because uh, since it's a child node, the web UI for the child node is still the same as the parent node, uh, password. Thank you. Let's wait for the child node to finish generating its info logs. Yes, that's the one that I, I should be checking at the serial number later on, okay.
11:00
Speaker 2
Yeah, should be the same as I did before. Yeah, so the one you were just testing is should be 2, 2, 5, 6, 3.
12:00
Speaker 1
OK. See this one? The serial number. OK? So this is the child note too. Thank you. Let me now save it. OK. So I'll save it as your MX4200 Child Node 2. Ending serial number 22563, OK. So far, so good. Your child node's still communicating with the parent node. So, wireless only, okay? So, let me, I'll just refresh this, uh, parent node right now. Since this parent node has the child node communication, I'll just refresh this. So, while waiting, uh, is the child node one now? ending with 22560, is it now lit solid blue? Still blinking blue. So, from blinking blue, it will become blinking red, something like that? Or is it still, uh, blinking blue only? What's the actual status?
13:00
Speaker 2
Okay. No, it's blinking blue. It only blinks blue. I have not seen it blink any other color, or blink in another pattern, other than that. You know...
16:00
Speaker 1
Could we do another, um-hum. and the power adapter that came with this device is the one that came with it, right? it's uh, it's uh 12 volt uh 3 amp I believe. Can you double check? Since it's just flashing blue, could we turn it up first? Uh just unplug the power adapter. Then could you double check with me the power adapter uh the output? What is it? 12 volt 3 amp. Please confirm. Uh-huh. Okay, that's the right one. Okay, thank you. [silence] So, uh yes, uh let it like off for about uh a minute before we turn it back on. Okay?
17:00
Speaker 2
Twinkie read it all since I moved it into the house. just um Let's see, uh AC adapter, uh output 12 volt, three amp. All right.
17:00
Speaker 1
I'll save another session for log for the parent node, since yesterday it was just the single node, no child node, but this time it has one child node. Okay? [silence] Yes, okay, can you activate the Web? Okay. [silence] 5, 6, 7, 8. [silence] Yes, thank you. I apologize for that. Yes, thank you. [silence] and uh while
18:00
Speaker 2
so I'm going to plug it back in then again right?
19:00
Speaker 1
May I ask for your help to re-access the web UI of your parent note. I believe it time out. Will I click Signing directly? thank you for that, Steven. This is just a cash because on the web interface, it's not always like it's like a real-time. Okay. Sometimes it has a delay of few seconds, even a delay of a few minutes. Okay.
20:00
Speaker 2
So it was blinking blue, now it's blinking red. So I don't know why it's showing up as being online cuz it's not.
20:00
Speaker 1
But I'm happy with this note that it's, uh, consistent but I'll set your expectations. It's firmware, is that the latest? Okay? So I'll access the web interface of this child node and I'll update its firmware to the latest. Okay? I'll update it manually. Hmm? Yes, this is a child node two that I'm going to update. Okay? Okay. Thank you. So far so good. Child node two ping test is stable. So I'm upgrading it to from 216602 to 216903, okay? But I'll download the firmware first.
21:00
Speaker 2
So you're, you're looking at child node 2 right now. I got you. Okay.
21:00
Speaker 1
Okay, good, yeah, I think this is your device, okay? This is not an ordinary device, okay? It has eight special streams. Special stream is actually not the hardware antenna, just to set your expectations, Stephen. This is the hardware, the processor, the signal processing part of your device, okay? So others are just two by two, others are three by three, yours is eight, okay? So this is not an ordinary device. So I'll go to the downloads, okay? So yours is this one. This is the latest one. Last uploaded last May 21, 2026. Okay, I'll download this one. I'm saving it now. Okay. I'll just check if it's successfully saved. Okay. About 37,000 kilobytes. Let me double check the file. Okay, it's the right file. Thank you. So let me now proceed in accessing the setup page of your child node. Okay. Okay. May ask for your help to type in again the same router administrator password of your parent node.
22:00
Speaker 2
Right now it looks like it's uh light blue is holding steady. okay
24:00
Speaker 1
Okay, so this is your child node. It shows that it's in bridge mode, okay? So I'll just double check your child node. So this is your child node based on its serial number and its firmware is not the latest one, okay? So it's in bridge mode, so I'll upgrade this, okay? [no speech] [silence] I'll click CA so that the manual firmware update will show up. okay. I'm choosing file now. I'm looking to the file that we downloaded, I believe it's on the downloads folder. This is the one that we downloaded. So, this is [silence] This is your old firmware. [silence] This is the new firmware. OK. [silence] Ending 216 903. [silence] Starting to upgrade now. [silence] [silence] Updating the firmware. [silence] How many years did you get? So we got disconnected, of course, because of the perm upgrade. Okay. But once the this node is rebuilt successfully, it will then reconnect automatically. Uh, that's part of its process. Okay. Can you repeat? I don't want to let you download today Again. It's now reconnected. So what's the LED indicator now? Is that only blue? Okay. I'll just open up a new tab.
25:00
Speaker 2
yeah it's blinking red right now
29:00
Speaker 1
[silence] we are accessing the setup page of your Chilled node. Double checking now if it's successful. We are successful. It's now upgraded to the latest version. Okay. [silence] okay, so uh this ending two to five six zero is really not consistent. Uh okay. So I'll set your expectations that this is what we need to do. Okay. Um I believe it's not. Uh it's still communicating with me and I am still accessing the web interface. It's [silence]
30:00
Speaker 2
so it is blinking blue again so it is well no no that's not the one that's blinking blue though the 2 2 5 63 the one you just updated is blinking blue again okay I'm just saying it's not it's not a solid color
31:00
Speaker 1
Did you check this? Okay, so this is your child node1. Okay, yeah, because uh, your child node two is working stable. Okay. so
32:00
Speaker 2
Uh, no, that's not child node. Uh, yes, that is child node one. Yes. [silence]
32:00
Speaker 1
Yep. And, uh, I can, uh, check your child node one right now 2256 zero is communicating now, okay? But that's the one that we just power cycled, okay? What I'm trying to isolate here is why it's keeps on disconnecting, okay? So it has an IP address now of 1.252, okay? I guess it empty right now as of opened up another command prom. If I may ask, how many times have you performed reset on this node?
33:00
Speaker 2
what sound so and child node 2 is solid blue again, they're both solid blue, Okay. right right. Bye. [silence]
33:00
Speaker 1
I'll instead re-flash this child node one, okay? So that we'll be sure maybe the file that was loaded here is not stable, okay? So we need to make sure it's from the website directly, okay? So I'll I'll re-access this node. I'll open up another tab. but later on when we relocate this child node. this child node one ending two two five six zero should be the child node two. the child node one should be the one that's uh stable earlier. okay? ending two two five six three. Yes, because that's the one that's working stable earlier. and until now, okay? ask for your help to retype your same router admin password, please.
34:00
Speaker 2
we're going to make child, what was child two we're going to make child one. Yes. All right ? [silence] [silence]
35:00
Speaker 1
So, I'll just generate season for a while. For this one, first, before I'll start. Okay? Steven, may I ask again for your help to type in your password? The router administrator password. Thank you. Shooting the same Firmier, upgrading your node now. Yeah. [silence]
36:00
Speaker 2
So that it has blinking red right now. Just turn blue.
40:00
Speaker 1
Okay. Paul was an... anything you move. I'll refresh the system for Largo. Okay, so I believe, uh, it was already, uh, successfully, uh, reflashed. The next part here is we will, uh, check first the both nodes. Uh, could I verify the other node, the ending two two five six three? Can I check the LED? It's solid blue. Okay. So if it's solid blue, could we, uh, this is what we need to do, okay? Uh, we will, uh, just need to double check their communication, okay? [silence] Okay. The The 22 is not showing connected here. Uh, let me just double check. It's solid blue, right? The one, two, two, five, six, three. Okay. Thank you. Wait for a few seconds. Could I isolate that node? Can you just turn it off? Because it's showing here on my page is offline. Could we turn off that 22563? Yes, thank you. [silence]
41:00
Speaker 2
It's a solid blue right now. Turn it off. [ silence ]
43:00
Speaker 1
[KEEP_UNCERTAIN] Oh, I apologize. I apologize, Steven. Yes. Uh, yeah. Please start it on. I apologize for that. I was obviously documenting. Thank you. Okay. Actually, no worries. Actually, we're, we're done. Uh, Steven. I just need to make sure that I'll be able to document. Okay. So, so far, your child node 1, um, the one that we need to properly isolate. Okay? [silence] Uh-huh. [silence] the other has been has been located. Okay. I think I think we're down for now. Okay. If you want any more, just let us know.
46:00
Speaker 2
Did you want to turn back on or not? So, I'm going to have to be leaving here shortly. I've got supper to do yet, and lots of chores to do yet. I have a farm here, so I can't I can't hold on here too much longer. [silence] Yeah. [silence] It just turned solid blue. So it's flashing blue again. And now it's solid blue again, I think. [silence] [silence] [silence]
46:00
Speaker 1
it's not working stable now [silence] My patient
49:00
Speaker 2
And now it turned back to blinking blue. It's blinking blue.
49:00
Speaker 1
Okay, I'm just checking, I'll just refresh this page.
50:00
Speaker 2
And now it turned solid blue again. [silence] I don't know why it says it's offline.
50:00
Speaker 1
It should not, because actually you can connect multiple nodes with your parent node. It just upgraded its firmware. The child node. Okay, so it's wiped. Okay. Okay, this is the last step that we need to do. Okay. Since this node is showing like blue, but it's not pinging anymore. Let me just.
51:00
Speaker 2
I'm both solid blue I don't know why it says offline says it's offline, but it's not. So Eric, I've got to go.
51:00
Speaker 1
I'll call you back. Something like that, 3, 3, 4 on your time. Four, five, something. Ah, I see, I see. Okay, you're in central time, right? Okay. Central time. Let me just double check my time instead. Central time. Is three PM Central time. Okay with you. I'll just to follow up because I know that node was working stable until I just upgraded it. Okay, so there might be something wrong there. I might need to revert it back to its old firmware just to ensure that it works stable there. Okay. And so far since the other node is working right now. Uh is it okay with you if these two, 250, uh since it's working fine here right now. Can you do this one as your main node on the child node there? Bring it back as the child node since it works stable here. Okay.
53:00
Speaker 2
It is. All right. All right. Yeah. So to two five six three. You're saying I can put back outside as the child one. [silence] OK. Yes. Yeah. All right. I'll leave them in place tonight. OK. OK. [silence] All right. All right. [silence] All right. I think I'm just going to leave everything in place tonight in the house.
54:00
Speaker 1
Oh, I appreciate that. I appreciate that Steven. Thank you. Okay. Would there be anything else? Okay. So my name again is Eric, your lovely technician, and our website is supportedthings.com. Ending the session on your computer now. Please confirm. Ended now. Thank you. So talk to you tomorrow, Steven, for me to do isolation on the other note, okay? Okay, you're welcome. Goodbye for now. Bye-bye.
56:00
Speaker 2
and then we'll we'll start tomorrow I've got to do yet Yep. Okay. Thank you. bye bye [ silence ]
56:00