V2 Rubric Detail — 329b747e-7c66-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:49
Duration
36m 47s
Contact
Jeremy Smith
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136679
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_MX2000
⚠ 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
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp2.50/5
Overall68.5% (-5.5)

V2 Grader Summary

The agent successfully guided the customer through the 5-press reset and app setup for an MX2000. However, the agent provided inaccurate information regarding LED states (claiming solid blue means 'working' when the KB specifies solid white for online status) and failed to address the customer's repeat-call history.

V1 Case Analysis

Customer reported MX2000 mesh nodes not connecting after router change. Agent guided 5-press reset on parent node, instructed to power off secondary nodes, and used Linksys app to re-pair. A red-lit child node was factory reset. All nodes showed solid blue/green in app. Final internet connectivity not confirmed. Ticket LTS00136679 provided.

Troubleshooting Steps
  • Collected model (MX2000) and serial number (50D10M2AD04557).
  • Advised turning off secondary nodes and performing a 5-press reset on the primary node.
  • Guided the customer to connect the phone to the parent node’s Wi-Fi and open the Linksys app.
  • Reset a red-lit child node via factory reset.
  • Verified all nodes displayed solid blue/green in the app.
Key Observations
  • Agent correctly used the 5-press pairing method for MX2000, which is supported per universal_5press_models.md.
  • Ticket number was provided and captured.
  • Some confusion around app steps and Wi-Fi SSID caused minor repetition.
  • Agent did not confirm that secondary nodes were powered off before resetting the primary, a critical step per universal_mesh_full_rebuild.md.
  • Agent did not confirm final internet connectivity after mesh re-pairing, leaving resolution unverified.
  • Agent correctly answered follow-up about wired vs wireless node connections.
Positive Highlights
  • Accurate use of the 5-press reset/pairing method for MX2000, which is documented as compatible in universal_5press_models.md.
  • Clear explanation of LED meanings (solid blue = ready/online).
  • Provided a ticket number for reference.
  • Answered the customer's follow-up question about wired vs wireless node connections correctly.
  • Successfully guided the customer through app-based node addition after initial confusion.
Agent Errors / Gaps
  • Did not explicitly confirm that the customer turned off the two secondary nodes before resetting the primary (critical step per universal_mesh_full_rebuild.md).
  • Did not verify that the phone was connected to the correct Wi-Fi SSID (parent node) before launching the app, leading to initial app failure.
  • Did not confirm that internet connectivity was restored after the mesh was re-paired; only LED status was checked.
  • Did not validate that the red-lit node was successfully reset and re-paired before closing the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent claims nodes are reconfigured, but customer never confirms internet access or full functionality; final question reveals confusion about node connectivity, indicating unresolved setup concerns.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through 5-press reset, LED observation, app relaunch, and child node setup — logical sequence aligned with KB for MX2000 mesh rebuild.
R3 Met Correct resolution path conf 95%
Issue is a configuration/setup problem on in-warranty hardware; agent follows correct path using KB-backed mesh rebuild steps without inappropriately citing warranty or dismissing support.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies symptom (nodes not connecting), asks for model, number of powered nodes, LED states, and verifies app connection — targeted diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
No external tools (e.g., remote session) were necessary; agent correctly uses LED status and app behavior as diagnostic evidence per KB procedures.
T3 Partially Met No misinformation conf 95%
Agent incorrectly states 'Solid blue means it's currently working' for the parent node during setup. Per universal_mesh_full_rebuild.md, for MX series, solid purple is the ready state for setup, and solid white indicates it is online and working.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent lacks initial framing and clear transitions; multiple silences and disjointed flow suggest weak call control despite eventual progress.
C2 Partially Met Confirmed understanding conf 80%
Agent uses terms like 'developer setup' without explanation; fails to confirm understanding when customer repeats instructions, suggesting inadequate adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case, creates a ticket, and sees it through to apparent resolution without transfer.
O2 Partially Met Proactive follow-through conf 80%
Next steps are given (reset nodes, use app), but no timeline or follow-up commitment beyond ticket number; final customer question shows lingering uncertainty.
O3 Not Met Closure confirmation conf 95%
Customer states 'this is the second time I've called,' but agent ignores prior contact and creates new record without referencing history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was resolvable at L1 with proper troubleshooting; no valid trigger for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent is polite but does not acknowledge repeat-contact fatigue or express empathy for ongoing setup difficulties.
X2 Partially Met Tone & rapport conf 80%
Agent maintains pace but does not adjust when customer shows confusion (e.g., about 'developer setup' or node connection type); comprehension checks are minimal.
X3 Partially Met Overall experience conf 80%
Agent avoids re-asking some details but customer repeats information (e.g., model, serial) that could have been pulled from system; ticket creation helps but doesn’t fully eliminate effort.
Call Transcript34 turns · 46 lines
Speaker 1
I look it up online 800 326 7114. Sometimes it's moving 10 minutes. Hi, my name is Jeremy Smith, I work with Dish, um... I sold this customer uh some links about a year ago, and they had to change their uh Wi-Fi router, and uh... Now it will not link to the new Wi-Fi router at all. Um I've gone through all the troubleshooting steps. I've tried to factory reset it, everything. It's not allowing me to connect.
00:00
Speaker 2
Hi, thank you for calling Linksys. My name is Evan. I'm going to help you today.
05:00
Speaker 1
connection to the new Wi-Fi. Um and I was wondering if you can kind of help us figure this out. It's not allowing me to select a new network or anything through the app. Um it's a good question. Give me just a second. silence Well, it doesn't give me a model, but I have a model number here if that would be of any use. MX 2000. silence
06:00
Speaker 2
What is the model of the [route] router? Yes. What's the model number? What's the light on the [route] 2,000? Yeah.
06:00
Speaker 1
What's the what? It's purple right now. It's it's the second time that I've called. but it's been like I said over a year since I've called Joel. Yes. now is this pertaining to the length itself?
07:00
Speaker 2
What's the light on the MX 2000. all right, before anything else, may I know this is your first time calling? all right, probably if the phone number you may have called before, was it 616-217-1636? thank you so much. but upon double checking it here on RN, there seems to be no record pertaining about the current phone number, so I'll just have to create a new record instead. can I have your email address?
07:00
Speaker 1
Yeah, so my company email is hold on. Thank you very much. Okay, so Atlas six. Okay, cool. Okay, my email address in Jeremy one.smith@dish.com. Correct. [silence]
08:00
Speaker 2
Hi, it's Jeremy one.smith@dish.com. I think you need to provide me with the serial number of your MX2000.
08:00
Speaker 1
Where would I find that? let me look at it again. they've got like three of them here but this is like the primary one. serial number? is 50 D 10 M 2 A D 0 4 5 5 7.
09:00
Speaker 2
Delta, Mary, zero, two, alpha, Delta, 0, 4, 5, 5, 7.
09:00
Speaker 1
I'm sorry? All three of 'em. Oh, okay, okay. Did not know that. Thank you. Let me just check and make sure those unplugged.
10:00
Speaker 2
All right, you mentioned they have three. How many are currently turned on? How many links this devices is currently turned on? You need to turn off the other two if you want to set them back up from scratch, you need to start only with the main node. Otherwise, if you're trying to set them back up all at the same time, you will be experiencing some troubles in making them work.
10:00
Speaker 1
... That grenade full. is. Oh the the reset. [silence] Okay. Yeah, five times. 12345 and it is flashing white. Okay. Can we get up there? Let me get up here. And a piece of paper. I quit. Let's go back.
11:00
Speaker 2
Yes. What's the light right now? All right, wait for three to four minutes until it's done flashing. All right. In the meantime, here's your ticket number which serves as your reference just in case you might need to call us back in the near future. The ticket number created
12:00
Speaker 1
Allrighty. I'm gonna repeat that to you right quick, make sure I got it correctly. I have L as in lips, P as in pop, S as in snake, 001 36679 Okay. And, So what do I do after that
13:00
Speaker 2
the ticket number you created whenever you're ready, the ticket number created is L T S 0 0 1 3 6 6 7 9. Yes. [silence]
13:00
Speaker 1
had good thumb slashing. You check it. The light is solid blue. Okay. Let me get over here to the app right quick. Okay. I'm opening the app now.
14:00
Speaker 2
What's the light right now? Perfect. Solid blue means it's currently working. So from that point on, you need to be connected to the parent node and you'll be able to access the app from this point forward. Once you're able to enter the dashboard on the app, it will give you an option to add the other two child nodes as well. [silence]
14:00
Speaker 1
Okay. So It popped up home has no internet connection check router or if there is an ISP outage. It should've been connected to the links. Um AT&T MACE and B7. Oh yeah. Would it be the uh Okay. Developer setup um,
15:00
Speaker 2
The bare minimum requirement for the app to Work is the phone must be connected to the parent node. Yes. Once again, your phone must be connected to the Linksys, otherwise the app will not work. Double check what's the Wi-Fi name you're connected to right now. You must be connected to either Linksys or Belax set up. [silence]
15:00
Speaker 1
Now, did we reset this entire thing? So, I just need to put the password forth that's on the bottom of it. Okay, we're connected to it now. Okay, I clicked on set up a different network and it's not giving me anything, keeps on bringing me back over to the Hasbro Internet connection. Yes. Okay. Okay, ContextCondition. Okay, Connection,One on Blue,Two. It's connected. Okay, look and plug additional nodes into power near the router.
16:00
Speaker 2
[silence] just to confirm you're now connected to developer setup. Now close your app entirely and open it again from the very beginning.
17:00
Speaker 1
cloud, go ahead and do that. Okay, we go next. No light to install it. Okay, thing can. Remained. use the same wifi settings as Martinez device will automatically connect they see the same wifi name and password. Um, I'm gonna say, no, create new WIFI settings. go ahead and just keep the uh the wifi the same as it was when it got here.
18:00
Speaker 2
No, you can do that one after. You need to secure... entering the dashboard first. [silence]
18:00
Speaker 1
the router they sent you did you keep it as what they I already have it sep they sent as. no no no no okay what was the the name of the uh wi-fi. [silence] I know that AMV 35 numbers that I gave you there. um. the with the Plus for UR. Anything capitalized? password? That's the password. password. What's the name for it? I'm gone. Can you get internet? It comes up and shows it. Okay. [silence] the plus for UR anything capitalized password that's the password password. What's the name for it? I'm gone. Can you get internet? It comes up and shows it. Okay. and then you said the password was the KMB 35B there's any of that capitalized or is it all lowercase? um all lowercase okay um V35B WS plus for U R okay Lynx takes your privacy and security very seriously Lynx does not track your application. Mm. Mm. Mm. Mm. [silence] Link doesn't track websites you visited or information about any contents you view on the internet. Link doesn't contain tracking or advertising cookies. Link doesn't share your information... send me that tracking... [silence] your information with other companies so that they can market to you. [silence] Okay, continue. [silence] Okay. Linking into your account. [silence] [music] Okay, allow suggested Wi-Fi network. Link suggested network device may connect automatically. Oh. A, allow. All right. Now let's connect to your new Wi-Fi. Go to your phone settings, app, and select your new Wi-Fi, Wi-Fi name. Got it. It's the same thing as what it is. Once connected, return to this app and tap next below. I'd say that I didn't do what it said to, but I did. Okay, it says looking for your child nodes. Keep your phone in the setup area. It could take up to a minute. please go to plugging child notes OK next help us help you automatically seen airports we won't use any information to sub- sub.swarm submerit OK OK dashboard OK I'm sorry
19:00
Speaker 2
[silence] No, just proceed and until you're able to enter the dashboard. Just proceed until you're able to enter the dashboard. [silence] All right. [silence] Now, once you're in the dashboard, to add your child nodes, your child nodes must be in the same room where the parent node is. Since this is an MX2000 model, they should all be on a solid purple light, which indicates they're in a ready to setup mode.
27:00
Speaker 1
Could you repeat that? Okay, give me just a moment. You said they need to be on solid purple? Okay. Got one that's on solid green, the other one's on a flashing blue. Uh, one is green, one is red. Okay, it just turned blue. Still need a factory reset that? No, no, not yet. This one is now solid blue and the other one is solid green. Okay. [silence]
28:00
Speaker 2
All right, what's the light on your child nodes? For the one that turned red, you need to factory reset that child node. Holding the reset button until the light completely goes out. I see. Were you already trying to pair them up during that time? All right. All right. Let's wait for two minutes to see if they stay the same color.
32:00
Speaker 1
No changes on the light. So far.
33:00
Speaker 2
no changes in the lights so far? all right. can you try refreshing your app to see if all the nodes are reflecting?
33:00
Speaker 1
Yep, they're all there. Nope, that'll be it. I appreciate it. Thank you. Here you go. Bye. You still there?
35:00
Speaker 2
All right. Perfect. Congratulations, you've reconfigured all your nodes back to a working state. Is there anything else? All right. Thank you so much for calling Linksys. Take care and have a great day. Bye-bye for now. Yes, I'm still here. You may now end the call as well. [silence]
35:00
Speaker 1
Oh, okay. I think you're ending it. All right. Uh, quick question before I get off of here. Um, does one of the, uh, the child nodes, do they have to stay connected to the parent node? No, I mean, I mean, I mean physically, like, physically connected. Does it have to stay physically connected to the parent node? Yeah. Okay, thank you very much. All right. Bye.
36:00
Speaker 2
Mhm. Yes. All nodes must be connected to the parent node for them to work? Otherwise, if they're connected to a different. When you mean physically, you mean wired? No, it can be wireless. But if you want a wired connection, yes, it is an option. All right.
36:00