V2 Rubric Detail — 3b9fd3ca-7956-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:17
Duration
8m 50s
Contact
Tejbir Phool
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#TE00007036
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node keeps Losing connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall63.4% (-10.6)

V2 Grader Summary

The issue was resolved with the child node achieving solid blue status. However, the agent applied the 5-press method incorrectly — a diagnostic escalation tool not intended for routine reconnection — and misidentified LED colors (‘pink’), contradicting KB guidance. This results in Not Met ratings for T2, T3, and R3 due to inappropriate path selection and technical inaccuracy, despite the successful outcome.

V1 Case Analysis

Customer reported child node red/blinking red. Performed reset, waited for solid purple, used 5‑press method on parent node, node returned to solid blue indicating successful reconnection.

Troubleshooting Steps
  • Reset child node by holding reset button until LED turned off
  • Waited for child node to display solid purple (ready state)
  • Performed 5‑press method on parent router to re‑pair the child node
  • Confirmed child node returned to solid blue (online)
Key Observations
  • Agent incorrectly asked for the 'color of the night' at [01:00], a clear communication error that could confuse the customer.
  • Agent misinterpreted red blinking on a child node: for Intelligent Mesh (purple/blue models), blinking red means disconnected from parent, not reset in progress (which is Cognitive Mesh behavior).
  • Despite the LED misinterpretation, the agent correctly guided the reset and 5-press method, which resolved the issue.
  • Agent did not collect product model or serial number, a significant protocol omission.
  • Agent provided correct preventive advice about wired backhaul and periodic reboots.
Positive Highlights
  • Correctly guided the customer through factory reset procedure until solid purple appeared.
  • Correctly instructed the 5-press method on the parent router to re-pair the child node.
  • Confirmed resolution when child node turned solid blue.
  • Provided useful preventive advice: periodic reboots and wired backhaul recommendation.
Agent Errors / Gaps
  • Did not collect product model/serial number or warranty status (protocol omission).
  • Misinterpreted blinking red LED state — incorrectly associated it with reset process rather than disconnection (accuracy error per led_intelligent_mesh_consumer.md).
  • Used confusing phrase 'color of the night' instead of 'LED color' at [01:00], causing potential customer confusion (communication error).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms child node solid blue and states 'your child node has been successfully reconnected'; customer acknowledges resolution and thanks agent.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed factory reset and used 5-press method but skipped signal-strength check or repositioning, which are recommended in KB before escalation-like steps.
R3 Not Met Correct resolution path conf 95%
Agent used 5-press method — an escalation tool — for a routine child-node reconnect issue, which contradicts KB guidance that reserves 5-press for diagnostics, not standard recovery.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified red LED and blinking behavior but did not ask about model number to confirm system type before proceeding, leading to incorrect procedure application.
T2 Not Met Appropriate tools / resources used conf 96%
Agent used the 5-press method inappropriately — it is an escalation/diagnostic tool, not a standard fix for a disconnected child node; KB specifies Pair button or repositioning first.
T3 Not Met No misinformation conf 97%
Agent instructed 5-press method, which is invalid for Cognitive Mesh nodes (e.g., SPNM60/62, LN series); also referred to 'pink' LED, which does not exist in any KB — should be purple or red.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control, gave clear step-by-step instructions, managed transitions, and closed the call after confirming resolution.
C2 Met Confirmed understanding conf 93%
Agent used simple language, repeated for clarity, adapted pace, and avoided jargon, ensuring customer could follow along.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through on resolving the issue.
O2 Met Proactive follow-through conf 91%
Agent provided clear next steps: move node back to original location and suggested wired backhaul as preventive measure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite but did not explicitly acknowledge customer frustration or prior effort; empathy was present but generic.
X2 Met Tone & rapport conf 92%
Agent matched customer’s pace, checked understanding, and kept engagement throughout the interaction.
X3 Partially Met Overall experience conf 88%
Agent avoided repetition but introduced an unnecessary 5-press step, increasing customer effort without justification.
Call Transcript16 turns · 16 lines
Speaker 1
hi Van my name is Paul one of my child notes is not working I need help re-establishing it please yes yeah when I plug it in it lights up yes
00:00
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. Hi, thank you for calling Linksys. My name is Evan. I'm going to help you today. One of your child node stopped working? What's the light on that child node? Um what's again, what's the light?
00:00
Speaker 1
It's red. After a while, it becomes red. [silence] solid. [silence] I'm already at next to the parents' note. Okay. Yes, the light started blinking. It went out very briefly, then started blinking.
01:00
Speaker 2
Can you see the color of the night? Solid, solid red or flashing read? Okay. Can you move it next to the parent node? Or is it already next to the parent node? Now, do a factory reset. Your child node must be out for held the reset button until the light completely goes out. Once again, I'm with Ms. Tangbirpool. Did the light completely went out? [ silence]
01:00
Speaker 1
you're blinking. Oh no it's still blinking. It's gone. Yeah I did that. Now there's no light. There's a blue light now. Now it's blinking blue.
02:00
Speaker 2
What's the color of the blinking light? Alright. Keep on holding the reset button until the light completely disappears. Once the light disappears, then you let go of the reset button. Alright. Once the light goes out completely, let go of the reset button.
02:00
Speaker 1
Sorry, wait for the Purple Light. OK. Yes, I'm waiting. Thank you. It's solid purple now. Solid purple. OK.
03:00
Speaker 2
All right, wait for it to turn to solid purple. Wait for it to turn solid purple. Don't do anything. Just wait for it. Do you have a question? Okay.
03:00
Speaker 1
Thank you, very nice. Okay. Two, three, four, five. The parent node is now pink. The parent node is now blue.
04:00
Speaker 2
On the parent node, you're going to perform what we call the five-press method, you're going to press release, wait a second, press release, wait a second, five times on your reset button. All right, keep on observation the parent node. And what about the child node?
04:00
Speaker 1
It's blinking red now. Okay, thank you.
05:00
Speaker 2
Let's do it. Now wait for three to five minutes until that blinking red light changes to a different color.
05:00
Speaker 1
it's all in blue, actually. okay. it's done, right? blue, excellent. blue, correct. yes, thank you. yes. is there anything I can do to prevent this problem from happening again? wiring.
07:00
Speaker 2
solid blue. Keep an observing, it for two more minutes. It's back to a solid blue light, so it changed red, [silence] changed back to blue, is that correct? All right. Congratulations, your child node has been successfully reconnected. You can move it back to its original position and that should be working from this forward on. There anything else? The best way to try and at least prevent this problem is to consider wiring the child node to the parent node. Yes, having an ethernet cable connected.
07:00
Speaker 1
That's not possible because this is about about 50 feet away. Very good. Thank you so very much. Bye. Bye-bye. Thank you.
08:00
Speaker 2
I see. If that's the case usually what currently causes that disconnection is either there's a lot of devices connected to the child node or it's just probably due to the distance. We cannot stop those kinds of changes. You can reboot your mesh system every now and then so that it can also reset and make the connection much more sturdier after a reboot. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now.
08:00