V2 Rubric Detail — 3a6c068c-760d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 11:57
Duration
13m 40s
Contact
Emma Ritchie
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135618
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall60.2% (+24.2)

V2 Grader Summary

The agent attempted to resolve a flashing‑red child node by guiding the customer through a reset and the 5‑press pairing method. While the node eventually showed solid blue and the call ended politely, the agent gave several inaccurate LED descriptions and inconsistent instructions, and did not confirm the node reached the online (solid white) state. Ownership was maintained, but the troubleshooting was only partially effective.

V1 Case Analysis

Customer attempted to pair a secondhand child node flashing red with a parent node. Agent provided incorrect LED guidance (solid purple/pink instead of blue) and reset timing (1 minute). Child node remained solid blue, not solid white, indicating failed pairing. No model/serial collected. Issue unresolved.

Troubleshooting Steps
  • Instructed reset of child node until LED turned solid blue (incorrect hold duration and target state).
  • Advised waiting for solid purple/pink (incorrect LED meaning for Cognitive Mesh).
  • Guided 5-press method on parent node to initiate pairing.
  • Incorrectly concluded pairing was successful when child node showed solid blue.
Key Observations
  • Agent incorrectly stated the child node should turn solid purple/pink after reset (KB: solid blue for Cognitive Mesh devices).
  • Agent instructed holding the reset button for one minute (KB: 10–15 seconds until LED turns off).
  • Agent falsely concluded the node was paired when it showed solid blue (KB: solid white required for online status).
  • No model number was collected, critical for determining correct LED behavior and pairing method.
  • Agent did not verify the child node reached solid white or appeared in the network dashboard.
  • Child node was secondhand, suggesting potential compatibility or warranty issues not addressed.
Positive Highlights
  • Agent acknowledged prior call disconnect and attempted to review the case.
  • Agent asked about ISP (Gigaclear) to confirm compatibility.
Agent Errors / Gaps
  • Provided wrong LED state information: claimed solid purple/pink indicates setup mode for Cognitive Mesh devices (KB: solid blue is correct for LN/MX6200/MBE7000/SPNM series).
  • Incorrectly instructed a one-minute reset hold time (KB: 10–15 seconds until LED turns off).
  • Failed to collect router/model number, essential for accurate support.
  • Incorrectly stated that solid blue on the child node means it is paired and ready to relocate (KB: solid white is required for online status).
  • Did not confirm successful pairing by checking for solid white LED or presence in network dashboard.
  • Misinterpreted flashing red as a normal pairing state rather than a connectivity failure (per LED guides).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent ended call with child node showing solid blue and told customer to relocate it, but did not confirm the node reached solid white (online) state.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed reset, waited, and used the 5‑press method, but skipped many diagnostic questions (placement, ISP status) and gave inconsistent instructions.
R3 Met Correct resolution path conf 85%
Agent chose a troubleshooting path (reset → wait → 5‑press) rather than dismissing the issue or immediately escalating.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified flashing red symptom and suggested reset and 5‑press, but did not systematically verify power, cable, or placement before proceeding.
T2 Met Appropriate tools / resources used conf 92%
No external tools were required for this simple node‑pairing issue; agent relied on on‑device LEDs and procedural steps, which is appropriate.
T3 Not Met No misinformation conf 98%
Agent repeatedly stated that a solid pink/purple LED indicates setup mode and that the child node should turn solid pink/purple, which is incorrect for Cognitive Mesh devices (ready state is solid blue). Additionally, advised relocation while node was solid blue (Ready state) rather than solid white (Online state).
Communication
C1 Partially Met Clear & professional language conf 82%
Agent provided some framing and step‑by‑step guidance, but long silences, inconsistent gender address ("ma'am" then "sir"), and unclear transitions reduced control.
C2 Partially Met Confirmed understanding conf 80%
Language was generally polite, but occasional jargon ("solid pink or purple") and mis‑gendering showed limited adaptation to the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the call, did not transfer, and attempted to resolve the problem themselves.
O2 Partially Met Proactive follow-through conf 82%
Agent gave next steps (reset, wait 15 min, 5‑press, then relocate) but timelines were vague and sometimes contradictory.
O3 Not Applicable Closure confirmation conf 75%
This was the first interaction after a dropped call; no prior case history was referenced beyond a generic “review your previous case”.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent apologized for the earlier disconnection and used courteous language throughout.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a polite tone but switched between “ma'am” and “sir” and did not fully match the customer’s pacing, leading to occasional confusion.
X3 Partially Met Overall experience conf 82%
Agent asked the customer to hold the reset button for a full minute and to repeat steps, creating some unnecessary effort; however, they avoided asking the customer to repeat known information.
Call Transcript22 turns · 24 lines
Speaker 1
Hi, I hope you can help. I was on a call with someone else but the call got disconnected. I have a new router that I'm trying to pair with my previous one, if you can give me a hand please.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? [music] Yeah. Get this one, ma'am. And I do apologize that you got disconnected from the other technician. However, kindly give me one to two minutes to review your previous case, okay? Thank you so much, ma'am. [music] [silence]
00:00
Speaker 1
Yes, I have. Yeah. uh, sorry. One sec. Um, uh, our main one is solid blue and then the new one is flashing red. Okay. Bear with me. yeah, I've got a solid blue light. Should I release the button? Okay, release the button.
02:00
Speaker 2
Let's go back to the issue. Uh, it seems like you were trying to add a child node to the network. So since this is for configuration, have you already placed the child node next to the main or parent node? Thank you so much for that one. And what's the light now on the child node? Flasing red. All right, let's reset this new one or the child node. So for reset ma'am, just simply press and hold the reset button and do not release it until you see the solid blue light. Mhm. Kindly take your time. Yes, ma'am. Uh-huh. Thank you so much for that one. [silence]
02:00
Speaker 1
Okay. Yeah. The bag prices, mom. The bag prices have all gone from the till. I don't know where you've moved them. Yeah. Yes. Yes. Sorry, say that again. So our original one is really clear. This new one, we bought
03:00
Speaker 2
And for now, let's wait for the light on the child node to turn to solid pink or purple, sir. That indicates that the device is already on setup mode. [silence] Thank you. [silence] So just to verify, ma'am, your internet service provider is Gigaclear. Is that correct? [silence] All right. And was the parent node provided by Gigaclear? Yeah, was the main or parent node also provided by Gigaclear? [silence]
03:00
Speaker 1
Secondhand off of a person. Yeah, the lady that I was previously speaking to before I got disconnected, she let me know of the issues that we may face, the fact that it may constantly disconnect and things like that. But I'm happy to give it a go. Okay. It's flashing red. Okay, okay.
04:00
Speaker 2
Mhm. All right. Thank you so much for that info, ma'am. Yes, ma'am. And don't worry regarding with the compatibility. Rest assured that this child node that was purchased from, like a second hand should still be connected to the main node. And, and what's the light now on this child node? Flashing red. I see. Let's observe its light for 15 minutes, and let's wait for its light to turn back to solid purple or pink. Thank you.
04:00
Speaker 1
It's still flashing red just to let you know.
05:00
Speaker 2
I see. Uh how about this one? Let's press and hold the REset button on that node for one minute. And don't worry, I have a timer here on my end, so I'm going to let you know once the time is up, okay? Yes, ma'am. That's correct. Now, one minute. Okay. All right. Ah. Got that one, and again, I'm going to let you know once the time is up. Hello ma'am, you may not release the Reset button. Your mouse.
05:00
Speaker 1
It's blue but it's flashing. OK. OK doc, doc, for now it's gone to purple now. Solid purpose, yes. So on the original one yeah. Yeah, how many times? Five? OK.
07:00
Speaker 2
and what's the light now on the child now all right that's great to know so yes that means that the child node is on the process in order for it to back to set up mode so for now again let's wait for its light to turn to solid thing. Solove Solove purple correct that's great so let's now try to add this child to using the five press setup method so on the parent or main node kindly press the reset button five times within five seconds it's like press release that's correct man on the main node Yes ma'am. Five times within five seconds.
07:00
Speaker 1
All right. I've pressed it five times. And it's still solid blue. Mum, would you get Barnard? Mum? Would you get Barnard? Mum, Barnard just called him, but I'm on the phone. Now it's showing flashing red. OK. Thank you. [noise] [silence]
08:00
Speaker 2
So just to confirm, ma'am, the light on the child node is still showing solid purple or pink, correct? Blushing red. All right, that's brilliant. That means that the child node is now trying to connect to the network. So again, let's observe or wait for its light to turn to solid blue, the same as the parent node. Thank you. [silence] You're most Welcome and have a good day.
08:00
Speaker 1
okay. oaky dokey. it's like foreign. oh he got the internet back on. I'm trying. I'm on our dashboard. it's the original. sorry. yes. oh what happened to the no internet.
10:00
Speaker 2
Mm-hmm, got that one, ma'am. So, don't worry, let's wait for another one to two minutes.
10:00
Speaker 1
Coffee yeah go Bear with me. I'm gonna go check now. Paula Pauline. Have another one, please No, no, no. Um Right. So the child node is now just solid blue, as is the original one. They're both just solid blue.
11:00
Speaker 2
Hello madam, just to confirm the light on the child not this though is showing flashing red, correct? [silence] Uh huh, no worries. That's great to know. Excellent.
11:00
Speaker 1
They sort of just like, no. kind of with a like, a solid play.
12:00
Speaker 2
Great to know. However, let's wait for 30 seconds or a minute, okay, so uh after a minute, if the light on that child node is still showing solid blue, that's the time that you can already unplug and relocate that node back to its designated location.
12:00
Speaker 1
All right, brilliant. Thanks for your help. No, that was everything. Thank you. And you take care. Thank you. Bye bye. [silence]
13:00
Speaker 2
you configure the child node and that should do it ma'am again you may simply unplug and relocate that child node to its designation and there's no need to press the reset button okay so once it has been relocated just wait for its light to turn back to solid blue you're most welcome ma'am and is there anything else that I can assist with you today again ma'am thank you so much for calling and have a great day take care as well [silence]
13:00