V2 Rubric Detail — 3ab932c0-7466-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 09:29
Duration
33m 24s
Contact
Rafiq Chowdhury
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135279
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall61.2% (+17.2)

V2 Grader Summary

The agent conducted meaningful troubleshooting using valid methods (5-press, wired backhaul) for a WHW03 child node failing to pair with an MX4200 parent, but the node remained solid red and no resolution was achieved. While technical accuracy and ownership were largely maintained, communication gaps and failure to reduce customer effort resulted in an unresolved outcome with no clear next steps.

V1 Case Analysis

Customer reports WHW03 V2 child node showing solid red and unable to join MX4200 mesh; attempted resets and 5-press on parent, no resolution.

Troubleshooting Steps
  • Collected model numbers (MX4200, WHW03 V2) and serial numbers.
  • Confirmed parent node LED status (solid blue).
  • Guided reset of child node via reset button.
  • Instructed 5-press reset on MX4200 parent node.
  • Suggested connecting child node to parent with Ethernet cable for wired backhaul.
Key Observations
  • Agent correctly applied the 5-press method on the MX4200, which is valid per KB (universal_5press_models.md).
  • Agent failed to establish a clear resolution path or escalation plan.
  • Communication was fragmented, lacked empathy, and instructions were often unclear.
  • Call ended without summarizing outcome or confirming customer understanding.
Positive Highlights
  • Correctly identified the MX4200 model and applied the appropriate 5-press reset method.
  • Collected both model numbers and serial numbers despite customer difficulty reading them.
Agent Errors / Gaps
  • Failed to set a clear resolution path or schedule a follow-up.
  • Did not verify whether a wired backhaul was already attempted before suggesting it.
  • Did not summarize the outcome or confirm the customer's understanding before ending the call.
  • Excessive filler and poor call control leading to inefficient troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call with WHW03 still showing solid red; no successful connection achieved or alternative resolution provided.
R2 Met Diagnostic thoroughness conf 92%
Agent identified solid red LED as key symptom, confirmed device models (MX4200 and WHW03), attempted 5-press method, tested wired backhaul, and guided reset procedures — all relevant and logically sequenced steps for mesh node pairing failure.
R3 Met Correct resolution path conf 90%
Agent correctly applied the 5-press method (valid for MX4200 and WHW03 per KB), attempted wired connection when wireless failed, and stayed within best-effort troubleshooting for a one-year-old device — appropriate path given product status and issue type.
Technical Accuracy
T1 Met Technically accurate info conf 89%
Agent focused on the specific symptom (child node solid red), asked for model numbers, verified proximity, tested reset behavior, and escalated to 5-press — demonstrating a logical diagnostic sequence toward root cause (pairing failure).
T2 Met Appropriate tools / resources used conf 85%
No remote tools or logs were required; agent used physical reset button and LED indicators appropriately. The 5-press method is a documented procedural tool for this scenario and was applied correctly.
T3 Partially Met No misinformation conf 87%
Agent correctly instructed 5-press on MX4200 and reset on WHW03, but introduced confusion by referencing 'solid pink' and 'purple' lights not documented for WHW03 (which only uses blue/red per led_mesh_system_identifier.md).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control by guiding steps, but failed to set expectations, summarize progress, or manage transitions clearly — leading to disjointed flow and customer confusion.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language at times but repeated technical terms like '5-press' and 'reset button' without confirming understanding; did not adapt to customer’s difficulty reading labels or following multi-step instructions.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent owned the case throughout, performed troubleshooting without transferring, and persisted through multiple attempts (wireless pairing, wired backhaul, resets) to resolve the issue.
O2 Not Met Proactive follow-through conf 93%
No clear next steps, timeline, or follow-up commitment were given; call ended without resolution and no path forward was established.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent was still actively troubleshooting a known L1 issue with documented procedures.
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 showed patience and encouragement (e.g., 'I know you can do it, sir'), but offered no explicit empathy for frustration or acknowledgment of repeated effort.
X2 Partially Met Tone & rapport conf 84%
Agent attempted to match customer’s pace but missed cues of confusion (e.g., repeated serial number struggles); did not adjust phrasing or check comprehension after complex steps.
X3 Not Met Overall experience conf 90%
Customer had to repeat model and serial numbers multiple times; agent failed to record or reuse information already provided, increasing customer effort unnecessarily.
Call Transcript60 turns · 62 lines
Speaker 1
Thank you. Thank you, everyone. Thank you. Thank you.
00:00
Speaker 2
welcome to lnks his support to assure quality service your call may be monitored please remain on the line for assistance [silence]
00:00
Speaker 1
Aisha people [silence] [silence] [silence] [silence] [silence] [silence] in [silence] Hello. Hello. Okay, [silence] me and how are you. [silence] Hello there. I'm just, [silence] I have a link, [silence] system, my [silence] the Wi-Fi router, [silence] the extender, sorry, [silence] the extender is [silence] not connecting. So I just need [silence] some technical help.
01:00
Speaker 2
thank you for calling Linksys access this is Ruby Huggins how can I assist you hello this is Ruby yes thank you for calling Linksys access this is Ruby how can I assist you uh sure yes sir so not connecting uh
05:00
Speaker 1
Now Wi-Fi is working, but you know that, I have extender, uh that extender is not connecting to the books. No, the ext you know, I have a Wi-Fi extender. Yes. Uh but you mean the extender or the main, main, uh main modem? [silence] So I have to, uh one more extender. Yes.
06:00
Speaker 2
You mean the Wi-Fi is not working right now. uh, to the box, are you referring to the modem? Oh, Wi-Fi extender. Oh, okay. And what's the modal number of the Linksys device? Uh, the modem. The modem is from the internet service provider, Sir. Who is your internet service provider? Community fiber. Okay. The modem from community fiber. And then how many Linksys devices do you have? One extender. So that's the Linksys device. The Linksys
06:00
Speaker 1
Yeah, yeah, yeah. The extender, eh? Yeah. So, I have the main tower and then I have that one extender. Okay. Model remember where, where that I find this one. You see it in the, in the, in the Model I'm going to show...
07:00
Speaker 2
Brand, correct? Okay. What's the model number of the Linksys? Yeah, or how many Linksys do you have, sir? How many Linksys device? Oh, so one main tower and then one child node. So, the two Linksys nodes has the same model number. Is it? It has the same model, sir? Uh how about this one? What's the model number of the main router? It's at the bottom of the at the bottom of the Linksys router underneath it's on the sticker.
07:00
Speaker 1
and now I can hear you. So, model number is MX4200. Serial number is... is really tiny. I need to take a picture one minute to read it. 07810-358
08:00
Speaker 2
[silence]
08:00
Speaker 1
014. Yeah. Serial number is five and five. Oh W 10 M 52 C 0 0 494 90. 550 W 50 W Yeah. 50 W W. 50 W Yeah? Zero. W. Yes. Yeah. Then one zero again. Wow, five two, five M 52 C 00 490. Wow.
09:00
Speaker 2
so ... seven, eight, one zero, three five, eight zero one four, thank you sir, okay. and then what's the serial number? so five, W one zero M five two C zero zero four nine. yeah, it's five, zero, yeah, it chould be five, zero W.uh-huh. so this is 50 W one zero M two, I mean one zero M five two M five two C zero, 049.
09:00
Speaker 1
14:08 why did i buy this bike? yeah. The modern model extender is really tiny. I tried to take a picture but it's probably because it's really tiny. Let me see. uh okay. So, So model number is WHW03 V2. Model number. uh okay. It says at the top, 3 , Uh, uh , maybe it's 03 because it's really tiny. I can't see it. I can't take picture. 20m55CC127.
10:00
Speaker 2
No, no room. Okay. Uh, does this noad was porvided by community fiber? Okay. So, sir, this uh MX for 200, the serial number, sir, is the network connected to the community fiber modem? And what's the modem number of the extender that you mentioned it not acukka. Ah, okay. And then the serial number.
10:00
Speaker 1
[DOWNWEIGHT] So I, I think it's 305 2... zero M 35 C three triple one 21 four. Yeah. Now 305, yes, three zero five 20 M 35 C three triple one two seven. because it's really tiny, I can't, what do you call it, inside, inside, it's really hard to read.
11:00
Speaker 2
Uh sorry I can you repeat slowly or slowly sir? 3 0 5 2. M 3 5 3 0 5 2 0 0 7. So 3 0 3 0 5 2 0 0 M. I think this is not, uh uh. I guess this is not 3 0 5. Ah, uh, uh, okay. Okay, no worries. So this nose here does,
11:00
Speaker 1
No, no, no. This one, the node is not provided by community fiber. Maybe like one year? W H 1 yes. Because I tried to, can you just tell me how to connect to the modem? The [silence]
12:00
Speaker 2
Okay. And how long have you been using this MX4200 and the WHW03, just as far as you can remember, sir? Oh, just one year, this MX4200? So, just around one year. Just around one year. Okay. So, before we proceed with our troubleshooting and let's fix the router after, may I ask if this is your first time calling Linksys?
12:00
Speaker 1
Yes. Rafeeq Troji. Yes. (C) Hotel Oscar Whiskey Delta Hotel Ambrella Romeo Yankee. [silence]
13:00
Speaker 2
Okay, so sir, allow me first to gather some of your information to create your case on the system. So let's I have your phone number. How about your first name, sir? Okay, let's do this one, one step at a time. Can you spell out your first name? R A F I Q So it's Romeo, alpha, foxtrot, india, quebec, right? Rafiq. And the last name? Okay, so it's Charlie, Oscar, whiskey, delta, hotel, uniform, romeo, yankee. And how about [silence]
13:00
Speaker 1
Romeo hotel, Charlie, Lima, Alpha, PISKie gmail.com. [silence] Yes. [silence] No, it's not correct. No, it's not connected, just powered by next to it, basically.
14:00
Speaker 2
[silence] Okay, so romeuhotel CharlieLimaalphaWiskey@gmail.com. Okay, we can proceed right now. So, for me to assist you, sir, with this concern to like fix the concern, I need to ask you a question so that I can guide you accordingly. Okay, now, you have the community fiber modem, the community fiber device, that's the modem. So, is the MX 4200 connected to the modem, sir? Because you said about the parent node or the main node. So, the MX 4200 is
14:00
Speaker 1
No, no, no. It's why wireless. Load is wireless. No, no, no. Sorry. Sorry, MX, sorry, MX 400 is connected. Yes, to the Wi-Fi. It- to is connected. Yes. But the node of, sorry I'm going to the node. Node. Yes. Yes. Yes, so it's a solid blue. Yes. [silence]
15:00
Speaker 2
It's not wired to the modem. Oh, how about the double O? Sir, Okay. For me to, uh, yeah, for me to understand, uh, to assess you, I need to have the right information. Sir. No worries. We can do it, uh, one at a time. We can do this one. I know you can do it, sir. So, to make sure this MX 4200 is connected straight to the community fiber modem using Ethernet cable, correct? Okay. What's the light indicator of the MX 4200? There's a light on top. Solid blue. It means the MX 4200 is working, right? 'Cause it's solid blue.
15:00
Speaker 1
Yes, yes, the node the node, the node is is the comes red. I tried it resetting, power and off by make it close to the the WMX 4200 but it's coming, it's coming, it's always coming red after resetting and powering on and off. well, yes, yes. I put, like press this one for 30 seconds, but still is coming red. Yes, this first time it's coming red. Yes, first time it's coming red.
16:00
Speaker 2
okay good how about the w.h.w you mentioned about the extender so what's the light on the w.h. h. uh uh are you also power it off and on you also reset like press the reset button on the w.h.w okay okay okay uh for still coming red and this the first time this w.h.w sir was disconnected okay okay so no worry sir we're doing our troubleshooting over the phone and you mentioned that this w.h.unplug and plug it back in yeah
16:00
Speaker 1
about the say say 200 centimeter right right next to it all right next to it it's right next to it now No, no. Yes.
17:00
Speaker 2
W H W is close to the parent node. Like how close it is from the parent node from the MX 4200. 200 centimeters? Can you move it right next to it? Okay, okay. And there's no Ethernet cable connected on the W H W, right? Okay. and the light is on solid red light. Okay, so to make sure it's properly reset, we're going to reset the W H W again. And this is how we're going to reset. There's no time limit. So as you press and hold the reset button of the W H W, at the same time, observe the light indicator. The
17:00
Speaker 1
OK, the grade's turned off and looks like there's no power like that. the light? Yeah, the blue light is.
18:00
Speaker 2
Light will blink red. The light will turn off. The moment you see the blue light, then that's the time to let go of the reset button. Okay? You can inform me what's happening to the light so I can guide you. You can start now and inform me what's the light indicators. Okay? So, I can guide you. Okay. Just, yeah, wait for the light. [silence]
18:00
Speaker 1
So a faded blue light escaped flashing. It's still flashing. Blue light flashing. What is the meaning of different colored purple? I don't know. Red is obviously not working. What is purple? Still blinking, yeah.
19:00
Speaker 2
All right, let's go. Okay. Release the reset button. Okay, let go. Okay, it's happening to the light as you release the reset button. Okay, let's flashing blue light. Let me know if it turns to solid red or solid pink or purple. It's just saying not working also, no internet either. Solid pink red or purple. Okay, right now it's still blinking. Okay.
19:00
Speaker 1
Say that again, sorry. Yes, yes. It's... it's turned red again. Yes.
20:00
Speaker 2
And this is directly plugged in to a direct power source. The WHW is directly plugged in to a direct power outlet. Okay. Solid red. Okay. That's actually the light that we are waiting for. It should be on solid red light. So right now, we can add this child node. And I will be walking you through how to add a child node the fastest and easiest way. This is called the five press. You are going to apply or you are going to do the five press to the MX 4200. Okay. So on the MX 4200, you're going to press the reset button for a quick second and then release. Do it for five times. So it should be press. Release. Press. Release.
20:00
Speaker 1
okay so I need to the TMC DB so I need to do a reset button on the wmx 4200 five times 123 45 yes Greg I'll do it can I do yeah I'm gonna do that now 12 3 4 5 M400 is solid solid blue uh I didn't observe that side let me do it again
21:00
Speaker 2
[silence] Sir you can ask me first if you have question so you can clarify okay yeah yes very quick yeah quick seconds so press and then let go okay okay and then observe what happened to the MX4200 slide indicator Sir. But did it flash earlier? Mm.
21:00
Speaker 1
was red and now it's come blue again now it's flashing blue flashing blue now it's come to 4200 now it's solid blue it's still red still red [silence] yeah it's still red [silence] okay [silence]
22:00
Speaker 2
[silence] What did you mean there by WHW? What did you mean by WHW 03? It's flashing red, then to blue. Is it on the WHW? [silence] You mean the child node? [silence] Can you do the five press again on the MX40200 contract?
22:00
Speaker 1
One, two, three, four, five. So each time it's going to red, blue, red, blue, red, blue. Now it's blue again. Yeah, yeah. I'm trying to disagree with you. Red. Yeah. Okay, I have. All feet, shoulder, elbow. This one.
23:00
Speaker 2
Okay, so parent node is flashing red to solid blue. Uh-huh. Child node is staying on the red light. Okay, can you power off and on the MX4200? There's a power switch at the bottom of the MX4200. Can you power it off and then power it back on? Uh-huh, yeah, power off the MX4200 and then power it back on.
23:00
Speaker 1
It's on. Yeah, it's on again. I don't understand. Uh so it's flashing blue. Still it's red. Stage two red. Okay. Yes. 4200 is still flashing.
24:00
Speaker 2
So, did you already, the MX 4200. What's the light on the parent node? and the child, flashing red or is it stable red stable blue light. How about now what's the light indicator?
24:00
Speaker 1
do flashing. Now it's gone red. On the front one. Now as usual it's red. Now it's gone blue. It's gone solid blue. Still red. [silence]
25:00
Speaker 2
So let me know once the parent know is back to solid blue. Okay. Oh. Let's just wait for a while. Okay. And WHW. So do you have a
25:00
Speaker 1
one with these pages book let's see one minute I think I'd let me just see a minute yeah okay I've got these no keep work Okay
26:00
Speaker 2
spare internet cable. Yeah, do you have spare internet cable? OK. OK. Connect, yeah connect this child node going to the parent node using the internet cable, sir. Let's try to wire that.
26:00
Speaker 1
You know, the target one. Which one I should put, each network, right? This one we're going to be seeing still red for about 10 minutes here.
27:00
Speaker 2
Yes, sir. Yeah, yeah, there's one, uh, ethernet port on the MX4200, right? It's wired now. Okay. So the child node is wired to the MX 4200. Okay. Let's reset the WHW again. Let's reset.
27:00
Speaker 1
Okay. So, so when should I let it equal? You know? Okay. It's like, it looks like it's off. Now it's not. It's flashing. Black blue. [silence]
28:00
Speaker 2
at the WHW press and hold the reset button of the WHW. Let go, once you see the blue light. No, it should be on the child note on the WHW. Let's reset the WHW. Once you see the blue light, it should be on the WHW. Press and hold the reset button. Release once you see the blue light. Okay, is the light on the WHW on now? Okay, wait for the blue light. What is it flashing? What color? Light blue? Wow.
28:00
Speaker 1
blue blue blue blue Yeah he is sick
29:00
Speaker 2
Yeah. act criminally your wife. Yeah, you made. Thank you again for. Bye for.
29:00
Speaker 1
He's got Conrad. Yeah. Okay. One, two, three, four, five. We're done. It's solid blue at the moment. [silence]
30:00
Speaker 2
And then right now it's still flashing red, solid red. Can you apply the five press again on the MX4200 on the MX4200, the reset button, press it for a quick second, and then release. Press release for five times on the parent node's reset button. And then observe what happened to the parent node slide. Okay.
30:00
Speaker 1
Now it's flashing again, flashing blue solid blue. It's still red. Yeah. The main power here. I see. I see. I switch to off and off and on sorry. I didn't see that. I think it stays solid. Solid blue.
31:00
Speaker 2
[silence] OK, how about the child? Still red? Can you power off and then power back on the power switch of the child -- the power switch of the child node. OK, and then what happened to the whw after you power off and on? I mean, the child node.
31:00
Speaker 1
everything. WCW, the big one, the parent. Well, what is the - what do you mean? What is the - what is the name, I want to understand?
32:00
Speaker 2
Okay. Okay, let's wait for a while. And it's still wired to the parent node, right? Mhm. [ silence ] Sir, can we check what's the default Wifi name of the WHW? No, no, no, the WHW, the child node.
32:00
Speaker 1
but this is really tiny and that means I can't even see it's like a sticker with a hole it's difficult for me to see
33:00
Speaker 2
the default Wi-Fi name. So, at the bottom of the child node of the WHW, can you check what's the name, the Wi-Fi name? Usually, it starts with underscore velocity. You cannot... You cannot take a photo, because
33:00