V2 Rubric Detail — 377e4814-73c8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:38
Duration
13m 11s
Contact
Vittorio Debarpolo
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135149
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup a new device_ MX2000

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.1% (+29.1)

V2 Grader Summary

Customer confirmed all nodes turned solid blue, indicating successful mesh setup. Agent applied correct 5-press reset for MX5500 and guided logical troubleshooting. Although T2 and T3 had minor gaps (no web UI verification, slightly inaccurate timing instruction), the outcome was fully resolved per customer confirmation and agent actions.

V1 Case Analysis

Assisted Vittorio De Bartolo with setup of Lotus Atlas 6 three-pack. Used 5-press method on parent node after connecting to modem via Ethernet. All nodes achieved solid blue status, confirming mesh formation.

Troubleshooting Steps
  • Verified Ethernet connection of parent node to modem.
  • Checked LED status on all nodes (solid pink = ready).
  • Instructed 5-press reset on parent node to initiate pairing.
  • Advised proper node spacing and wait time.
  • Confirmed all nodes turned solid blue.
Key Observations
  • Agent did not confirm the exact product model number beyond 'Lotus Atlas 6', which is not a standard Linksys model name. The KB references MX6200, MBE7000, and similar models for 5-press pairing.
  • Warranty status was never discussed or verified, a protocol omission for support eligibility.
  • Agent incorrectly referenced a 'purple' LED state at [07:00], which is not documented in the KB for any Linksys mesh system. The KB specifies solid blue (ready), blinking white (pairing), and solid white (success).
  • The 5-press method was correctly applied per the KB for Velop/Intelligent Mesh models (MX, MR, WHW series), and all nodes eventually reached solid blue, confirming successful pairing.
  • Agent used filler language and long pauses, reducing call efficiency.
Positive Highlights
  • Collected serial number and customer name, fulfilling basic case documentation.
  • Correctly instructed Ethernet backhaul setup by connecting parent node to modem.
  • Successfully guided customer through the 5-press pairing method on the parent node, which is valid for Velop/Intelligent Mesh models per the KB.
  • Confirmed solid blue LED status on all nodes, validating mesh formation per KB.
Agent Errors / Gaps
  • Did not explicitly confirm the correct product model number (e.g., MX6200 or MBE7000). The KB requires model confirmation for accurate pairing guidance.
  • No warranty eligibility check performed, missing a critical protocol step.
  • Mentioned a non-existent 'purple' LED state at [07:00], contradicting KB documentation.
  • Did not provide a clear closure summary or confirm final resolution with structured next steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are solid blue: 'All blue. Yep. It\'s all blue.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided wiring check, LED state verification, and 5-press reset in logical sequence before customer confirmation.
R3 Met Correct resolution path conf 96%
Agent used correct 5-press pairing for MX5500 (Atlas Pro 6) and did not dismiss or misapply warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (nodes not pairing), asked about LED status and placement, determined need for pairing reset.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent relied on LED observation only; did not direct customer to verify mesh formation via web UI (e.g., myrouter.info) per KB.
T3 Partially Met No misinformation conf 93%
Agent instructed 'press reset button five times, press for 1 second' — but KB specifies 5 presses within 3 seconds, not 1-second presses.
Communication
C1 Met Clear & professional language conf 93%
Agent framed call, set expectations ('give me three minutes'), maintained control, and guided step-by-step despite interruptions.
C2 Met Confirmed understanding conf 91%
Agent used plain language, confirmed understanding, and adapted pacing to customer’s responses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, created ticket, did not transfer, and followed through to resolution.
O2 Met Proactive follow-through conf 92%
Agent set clear next step: nodes should turn solid blue after ~4 minutes, waited with customer for confirmation.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted — issue resolved via troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; execution not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed empathy: 'Sorry, it\'s okay... not a problem' and remained patient throughout.
X2 Met Tone & rapport conf 92%
Agent matched customer’s pace, used affirmations, and checked status regularly to maintain engagement.
X3 Met Overall experience conf 93%
Agent avoided unnecessary repetition; all steps performed live without sending customer back or forth.
Call Transcript22 turns · 24 lines
Speaker 1
Hi, I just purchased the Lotus Atlas 6 three-pack and I'm having issues getting it connected to my Wi-Fi network.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, Your call may be monitored for training and quality purposes. 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's serial number ready. For assistance, press one now. For out of warranty, please have your devices 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. Hi, thank you for calling Linksys tech support. This is Rio. How can I assist you today? Oh, you're [KEEP_UNCERTAIN] do apologize the experience um error in setting up the new device uh sir if i may ask by the way um may i know what's the soil number for the Linksys device at that you have there please just want Let me repeat, sir, if I got it correctly, 5-0 D 1-0 M 2-6 5-7 6. Okay. got it. Let me just create it. Um, sir, if I may ask where did you purchase the device?
00:00
Speaker 1
I purchased it on Amazon. I do not have the receipt with me. I can get it. Yeah. Okay. Fox mobile. Parker. Sorry. Uh, first name is Vittorio, V-I-T-T-O-R-I-O. Last name is De Bartolo, D-E-De R-T-O-L-O. [silence]
02:00
Speaker 2
Got it. And do you still have a copy of the receipt? Okay, it's okay. Hold on. It's okay, sir, not a problem. May I know who's your Internet service provider? Okay. Thank you. So now I'll set up a new device. MX-plus. Thousand. So before we proceed here, I'm going to create first a record for you in the system, okay? May I know your first name and last name? Got it.
02:00
Speaker 1
Vee. And then my last name, De Bartolo, is D-E, B as in boy, A-R-T-O-L-O. Yes.
03:00
Speaker 2
Can you give me just three minutes? Let me just fill in everything first in the system before we proceed. All right, thank you. Oh, okay. I got it. Thank you. [silence]
03:00
Speaker 1
I tried that last night. Yeah. I don't know if I was doing it incorrectly. Currently, they're all plugged in very close to each other. And one, I do not have one hardwired into the my lights are pink. I do not have it plugged into the I do not have it. Yeah, plugged in. Does one need to be plugged into [ silence]
04:00
Speaker 2
Okay. Alright. Now I was able to create a record for users in the system. So for us to proceed uh by the way, have you tried to put one of your node to become a parent node and connect it directly to your modem via hard wire. Mm-hm. All right, Mm-hm. Mm-hm. Mm-hm. Mm-hm. What's your lie modem? Mm-hm. Mm-hm. Mm-hm. Okay. All right. So sir. Okay. All right. [silence]
04:00
Speaker 1
Okay. Yep. Okay. Internet port and then to the back of the modem. Okay. That's done. Yes. Yes. Yes. Yes. Yes.
05:00
Speaker 2
Yes, yes, sir. One should be connected to the modem in the internet port. Yes. Okay, so right now there's only one ethernet cable connected at the back of your Linksys, right? In the internet port. Okay, and this this is connected directly to your modem, and from the the modem itself, only one ethernet cable connected in the internet port, right? Okay. Now, right now, what's the light indicator showing for this one node that is connected hardware?
05:00
Speaker 1
It's solid pink. Ready for setup. Uh, three feet? Yes. No, I mean, the other one's probably seven feet. Is that okay? Sure. Yeah. One second. Okay. Now they're all within three or four feet. [silence]
06:00
Speaker 2
Solid Pink? All right, uh, you're two child nodes. Sir, uh, how far are they from the parent node? How many feet? Okay, perfect. Uh, both of them also have solid pink. Sorry, you're, you're you're trying to say something. Um, would it be find it if you could try to close it uh, uh, to move it closer, uh, at least two to three feet, so we can add them together in one, uh, troubleshoot you. Okay. Did you just recently plug in?
06:00
Speaker 1
I did it's blue right now it's blinking blue okay.
07:00
Speaker 2
okay let's wait for this node to turn to turn solid pink or purple
07:00
Speaker 1
hold on You want to hold it still doing... Oh, there it goes. Now it's pink. Yes. OK hold on. Sorry. OK. The one that's plugged in. Yep. Reset button. How many... Yep. How many times? OK. You know, it
08:00
Speaker 2
how was it right now, sir? what's the light for the last node? perfect. okay? now, sir, let's go ahead and focus to the parent node. So, from the parent node, sir, to click the reset button. Five times, press for 1 second, not too fast, please. Yeah, the, um, the light is blink blink blink blink blink. It's blinking, sir, so I need to click it? one second, not too fast please
08:00
Speaker 1
blinked red. Now, it's back to pink. It's blinking pink. [silence]
09:00
Speaker 2
All right. Okay. All right. So, what we have done so far, sir, the device are in a setup mode. And what you have done so far is you've tried to add your unconfigure node. So, we're going to wait for a maximum waiting time of seven minutes. So, all of your devices should turn solid blue. All right.
09:00
Speaker 1
after I moved my lead to come out to move my leader. You're still there right Oh, OK, I see the other I see an I see another I see another one's blinking red. OK
10:00
Speaker 2
Yes, sir. Just tell me when all of your nodes turns solid blue. Mm-hmm. It's OK. They'll they should turn solid blue after like around four minutes.
10:00
Speaker 1
You got calls, thank you. Okay. don't call. One is blue, solid, and the other, oh, two are blue, solid, and the last one is blue now. All blue. Yep. It's all blue.
12:00
Speaker 2
How's your nodes? What's the status of their lights? okay let's give it some time because supposed to be from the sequence of the lights would be blue turns red and then blue. Okay give it some time least two minutes. I wanna make sure they stay solid blue.
12:00