V2 Rubric Detail — 397e7dd4-7f15-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 23:47
Duration
93m 7s
Contact
619-944-2721
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137000
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 - child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (44 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall45.2% (+15.2)

V2 Grader Summary

Despite correct application of the 5-press reset for the MX6200 child node, the agent failed to verify firmware preconditions or complete basic troubleshooting, resulting in an unverified and unstable outcome. The child node never achieved confirmed connectivity, and the customer experienced significant friction due to unclear instructions and lack of technical rigor. Ownership was strong, but resolution was not achieved.

V1 Case Analysis

Customer reported child MX6200 node not joining mesh (blinking red/white LEDs). Agent performed 5-press on parent and guided through web UI node addition, but node never paired. Issue falsely declared resolved.

Troubleshooting Steps
  • Performed 5-press reset on parent MX6200 node
  • Guided customer to use web UI to add node
  • Suggested incorrect Ethernet cabling between parent and child
Key Observations
  • Agent correctly used the 5-press method for MX6200, which is KB-compliant.
  • Gave factually incorrect cabling instruction: told customer to connect child's 'internet' port to parent, which is backwards and could cause issues.
  • Failed to verify node pairing success despite customer reporting ongoing LED issues.
  • Prematurely declared resolution at [91:00] when child node was still blinking red and unstable.
  • Collected serial number and email, but did not confirm model number beyond customer mention.
Positive Highlights
  • Correctly applied the 5-press method on the parent MX6200, which is the proper pairing procedure per KB.
  • Collected customer email and serial number, which supports case documentation.
  • Provided accurate hardware support end date (Oct 2026) when asked, indicating knowledge of product lifecycle.
Agent Errors / Gaps
  • Provided incorrect Ethernet cabling guidance — told customer to connect child's internet port to parent, which contradicts KB and could prevent proper operation.
  • Failed to verify that the child node successfully joined the network before closing the call.
  • Declared the issue resolved despite clear evidence it was not (blinking red/white LEDs reported by customer).
  • Did not collect or confirm warranty status or offer escalation path after troubleshooting failed.
  • Gave confusing and contradictory instructions about dashboard navigation and node status checks.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent claimed resolution but child node LED remained blinking red/blue, app showed 'nodes having trouble joining', and no functional verification (speed test, connectivity check) was performed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided 5-press reset and app navigation but skipped power cycle, firmware check, factory reset, and physical placement verification.
R3 Met Correct resolution path conf 95%
Agent correctly identified MX6200 as supporting 5-press pairing and applied it per KB guidance for child node pairing issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (child node not connecting, red light) and asked model, but did not systematically rule out firmware, placement, or factory reset needs.
T2 Not Met Appropriate tools / resources used conf 90%
Agent used 5-press method without verifying firmware version (critical for MX6200 per KB) or using local web UI/diagnostics to confirm node status.
T3 Partially Met No misinformation conf 85%
5-press instructions were correct but agent treated it only as pairing tool, omitting its role as escalation method that generates logs per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic flow but had garbled questions ('Is it real number?'), unclear transitions, and failed to correct missteps (e.g., suggesting Ethernet backhaul without purpose).
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but used confusing phrasing ('mother node', 'top hall', 'belonging search apps') and did not confirm understanding when customer expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent remained on call, did not transfer, and took full responsibility for resolving the issue without deflection or abandonment.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided; agent declared resolution without confirming success and established no follow-up plan despite ongoing instability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was within L1 scope and agent attempted resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for wait time and expressed appreciation but tone was inconsistent and lacked genuine acknowledgment of customer frustration or effort.
X2 Partially Met Tone & rapport conf 80%
Agent responded to inputs but did not adapt to customer’s confusion or emotional state; repeated unclear instructions without simplifying or checking comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated information (model, LED status), re-opened app multiple times, and performed steps without clear purpose (e.g., Ethernet cable with no functional outcome), indicating significant avoidable effort.
Call Transcript39 turns · 57 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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible. [silence]
00:00
Speaker 1
What? what? what? that's me. oh what's up? not that's that. Hi, What we do son instead uh and finish and uh sir. Why did you sign. We Okay. Over to you. If you'd like to get back to your I don't know why. I just it's so. Thank you. [silence] [silence] so much, and is so fond of getting missionaries, so they needed I think, [silence] some instrumental [silence] more [silence] status [silence] uh [silence] where the [silence] where [silence] the [silence] [silence] stop the fun. I'm here from their new stuff at staff.rtp.com. is there? Is there a mom already? is there any more with the other mom? Is there? We can compare. Oh, so is the sport funny? Want to see that? All these? [silence] This is the central fundraisers office of Colorado rocket. This is just a joining event for Chad 20. Sorry, sorry we have this decent a lot of sex. Oh, it's my next series. You got some? just perfect. You've got some. Yeah. he's been bad credit. We know those intense appraisals, if this is the case, because our online service, for loan requires 0% down payment, that makes home buying more achievable for our members. And for our appliances, close loan today, you can better bet our members are listening. [REDACTED_PAYMENT_DIGITS] [silence] [silence] Fine. That's it. All right. Yeah. I think the highlight of the video. Yeah. Uh, yeah. All right, cool. Yeah. Charles.(murmured speaking)[silence](nervous laughter)This is buckets of Fun. This is buckets of Fun. Actually, bubbles of Fun. t so those of you who are groups and going outside, especially. Oh, this is so, go, you don't want to cause him. Oh, okay. Pay attention. We were actually working. We're actually working. because we're always got off the weight. It'd be a great concept. but iSheen let's first. Oh, that's true, but I think she got that. Thank you. Hey. Good to see you. How are you? Good.
11:00
Speaker 2
Thank you. Thank you for calling Lynxus. My name is Nathan. May I know who I'm speaking to? [silence] Christy. How can I help you?
68:00
Speaker 1
yes I have two of your routers one is the parent and one is the child and the child router huh won't connect the light is always red but the parent is linked up MX 6200 uh yes one of the one that's not working Oh, the one that is connected it is
69:00
Speaker 2
Happy Monday. Okay. Can you tell me the model of the modem? All right. Is it real number? Yeah. The one that's working. The one disconnected or the mother node?
69:00
Speaker 1
8w 10 m 25 d 01340 yes, it is. red apparent in a kid. Okay, Okay. The light is blue. It's k lewis dot smiling, 619 at gmail.com Correct. Yes. Okay. Spectrum. Come. Okay. The blue light is now blinking. Time.
70:00
Speaker 2
e-mail address is a elephant.comby the way who is the internet company is it certain or expinetyall rightblue winding tell me
71:00
Speaker 1
it's still blinking blue. [silence] All right, it's a solid blue.
72:00
Speaker 2
That was now, tell me wait until it becomes solid blue. Now, I need you to press and release, do not hold the reset button on the mother, not the child, the parent node.
72:00
Speaker 1
All right. I love that. Okay. The parent once or twice, red, but now it's white. And the child is still solid blue. Oh, okay.
73:00
Speaker 2
Press and release the Reset button one press per second and do it five times. Wait. It will take around two minutes. It will start blinking.
73:00
Speaker 1
You guys are busy tonight. That's fine. Um.
74:00
Speaker 2
I Yeah, so many calls. You waited for 60 minutes, which is an hour. Sorry for that. Christy.
74:00
Speaker 1
It's still a solid blue. Yes, your face is white, a solid white. But, yeah. But at least it hasn't turned red. Um. I think I do. Connect which to which?
76:00
Speaker 2
Mm. Do you have an it's okay. Do you have an extra ethernet cable we can connect connect the mother to the child node to assist? [silence] Okay. On the MX it's on the ethernet side. On the child node is the internet.
76:00
Speaker 1
Okay, so parent is the, oh, but the parent, oh, uh, parent is the top one. So, even though the parent has the ethernet from the, uh, the modem to the middle slot, I take the new cord, top parent slot, bottom child slot.
77:00
Speaker 2
I'm internet phone. Lower. Yes. The child is in the lower. No, no, no. OK. Vtat a-
77:00
Speaker 1
OK, yeah, yeah, okay, done. And does this take like two minutes for it to think? [silence]
78:00
Speaker 2
Do you see the top hall there? Go ahead. Have the parent cleaner goes down and in front of the modem slot. Go ahead. Okay. Very good. [silence]
78:00
Speaker 1
Let's see. It is solid blue. Um, let me see.
79:00
Speaker 2
you will see different colors like solid blue. Binking blue red red white. Hmm. All right. Do you have belonging search apps? [silence] [silence]
79:00
Speaker 1
But maybe I. Oh, I do. [silence] It's opening, hold on. [silence] It wants me to complete the setup. Do I say complete setup, or I don't want to continue the setup. Okay. It says your network, some nodes are having trouble joining. Do you want to keep trying? I'll add later. [silence]
80:00
Speaker 2
Hmm. Complete setup. That's okay. Uh, no. Continue. Next. Yes.
81:00
Speaker 1
Okay, I'm at the dashboard. Set up new product. Is that what you said? Okay. Okay. All right. Oh.
82:00
Speaker 2
umall right on the upper left side of the screen click the three bars and then drop down when you go to the um scroll down towards the end uh setup menu um uh add a node um
82:00
Speaker 1
the light is white. Yeah. I'm looking for child nodes. But and then it ... Yeah, so now it says we couldn't find any nodes. Try again. But both my nodes are white. Okay. Okay. Okay, back to dashboard. Oh, two. Yes. Yep. [silence]
83:00
Speaker 2
Solid W. Okay, good. Next time. Tell me, what is in the screen? The up and the top, the up. Okay. It's okay. It will generate them. It's okay, it's okay. Go ahead, continue. Next. Yes. Next. Okay. How many notes do you see in the dashboard? Two, right?
83:00
Speaker 1
under the nodes it says router and then below that is lenses zero zero zero nine nine, open that one okay there's three dots that connected to router
84:00
Speaker 2
open, click the nodes and there will be the parent and the child node. Click the child node, (0.0.0.0.9) that one. Click it, click that one. And then tell me the signal strength, how many DBM. Uh. All right. Can you close the app and then open it again after six seconds?
84:00
Speaker 1
okay there's a a circle circling okay now it went back to the node screen router. And then below that is Linksys 0099. Okay. Uh, three dots. Okay. That's fine. Okay. Uh, that's fine. Uh, the child one, the light went to a blinking red. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
85:00
Speaker 2
Okay. Tell me the nodes again. Yeah, perfect. Pick that one. What is the signal strength? Hmm. Oh, it's wired. Can you connect, disconnect the wire? Sorry, that one, I forgot.
86:00
Speaker 1
Oh, it's a white solid. You want me to get out of the app again?
87:00
Speaker 2
There is no... Okay, I need you to move the child node to where it belongs.
88:00
Speaker 1
everybody. led it in the led is blue solid. up. now it's blinking blue. Hmm. No, still blinking blue. Oh, it's white. I get so excited with the white light. Yay. Yeah, yeah, I lost internet for one night and I tried the reset button, but I didn't hold it down for 30 seconds. Now I know to do that and then I can connect the two. Okay. You're so right. How long, I I noticed when I looked at the website, um,
89:00
Speaker 2
start the style good three very freak you good yay you done it mmm mmm all right you can always go on us anytime your full support is good Kristy can do this one
91:00
Speaker 1
How long are my nodes supported? They aren't going away anytime soon, are they? [silence] Perfect. I'm okay. Yes, your guys' stuff always lasts forever, so thank you so much. Thank you, Nathan.
92:00
Speaker 2
OK. For the phone support, there is no limit for that one, you can call us anytime. For the hardware, yours should be until October of 2026, for the hardware. Okay? But I don't think the problem on the hardware will usually last 5 to 10 years, so you don't have to worry. The phone support is the critical part. Since we support even if your other is already out of warranty, there's nothing for you to worry. Isn't it that great? Right? Yeah. Anyway, Christine, and yeah. I'm glad that your problem has been resolved. My name is Nathan, glad to be of service. And thanks for calling Lensesystems.
92:00
Speaker 1
Have a good night. You too. Bye-bye.
93:00
Speaker 2
Have a nice day. Good night to you. And bye-bye.
93:00