V2 Rubric Detail — 3cbf60a0-7108-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 02:39
Duration
30m 12s
Contact
Glenn Temef
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134897
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1200_Unable to add as a child node.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall90.1% (+48.1)

V2 Grader Summary

The agent fully resolved the issue by guiding the customer through a factory reset, pairing via Pair button, app-based node addition, and firmware update, culminating in the node showing solid white and being recognized in the network. While minor technical inaccuracies occurred (reset duration, LED interpretation), the troubleshooting was thorough, ownership maintained, and the outcome successful.

V1 Case Analysis

Child node not joining MBE7000 mesh; performed factory reset, incorrect pair-button method, app-based addition, and firmware update. Node remained flashing; issue unresolved. Follow-up required.

Troubleshooting Steps
  • Verified last five digits of node serial number.
  • Instructed factory reset by holding reset button (~20s).
  • Attempted pair-button pairing (incorrect method for MBE7000).
  • Used Linksys app to add node.
  • Initiated and monitored firmware update.
Key Observations
  • Agent instructed a 20-second reset hold, exceeding KB recommendation (10-15s) for MBE7000.
  • No model confirmation until late in the call despite critical need for model-specific guidance.
  • Agent incorrectly assumed MBE7000 has a pair button; KB specifies 5-press method only ([universal_mesh_node_management.md]).
  • Node never achieved solid white status; remained flashing, contradicting KB ([led_cog_mesh_group_d_spnm60_62.md]).
  • Warranty/support eligibility not discussed despite potential out-of-warranty status.
Positive Highlights
  • Agent remained patient and engaged throughout a lengthy troubleshooting process.
  • Successfully guided firmware update via the app.
  • Attempted multiple methods to resolve the issue, showing persistence.
Agent Errors / Gaps
  • Incorrect reset duration (20s) — KB specifies 10-15s for MBE7000 ([universal_factory_reset.md]).
  • Failed to identify product model early; guidance was not model-specific until late in the call.
  • Provided incorrect pairing method: MBE7000 uses 5-press method, not a pair button ([universal_mesh_node_management.md]).
  • Declared node connected when LED remained flashing, contradicting KB ([led_cog_mesh_group_d_spnm60_62.md]).
  • Did not verify final node status or confirm stable connection before concluding.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent confirmed the node was successfully added, showing solid white, and stated: 'we can now unplug this child node and move it back to where you had it before,' indicating full resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted a logical sequence: verified device not appearing, performed factory reset, attempted Pair button method, pivoted to app-based setup, and completed firmware update — all advancing resolution.
R3 Met Correct resolution path conf 94%
Agent pursued full troubleshooting path (reset, pairing, app, firmware) despite OOW device; requested receipt to update warranty, demonstrating appropriate support regardless of age.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (node not listed), asked for serial number and purchase date, checked LED states, and systematically ruled out configuration issues.
T2 Met Appropriate tools / resources used conf 92%
Agent appropriately used reset button, Pair button, and Linksys app — all correct tools for the scenario — and interpreted LED changes and app prompts accurately.
T3 Partially Met No misinformation conf 87%
Agent instructed 20-second reset (KB says 10–15s for LN1200); described solid blue as 'connected to power' — misleading, as it means 'ready for setup' per KB.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, guiding step-by-step despite customer confusion and silences, with clear transitions between reset, pairing, and app steps.
C2 Met Confirmed understanding conf 91%
Agent used plain language, repeated instructions when needed (e.g., 'press for one second'), and adapted to customer’s location and ladder use.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, offered post-call email for receipt, and stayed through firmware update.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send an email after the call but did not specify when or confirm receipt; no callback scheduled despite firmware update risk.
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 was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and patient but did not explicitly acknowledge customer frustration (e.g., 'watching paint dry') or express empathy beyond basic courtesy.
X2 Met Tone & rapport conf 92%
Agent adjusted pacing and repeated steps when customer was confused (e.g., which node to press), maintaining engagement through complex setup.
X3 Met Overall experience conf 94%
Agent minimized effort by using app for discovery, avoided re-asking known info, and handled firmware update without requiring customer reboots.
Call Transcript54 turns · 57 lines
Speaker 1
This is links less technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links. Us specialist. Hello this is Michelle from US technical support. Hello, Glenn. Yes. All right, I'm sorry, I got disconnected, Glenn. Thank you for accepting my call. All right, so you were able to reconnect back your phone to the Wi-Fi, right? Let's go back to the link. It should be, um, yes. [silence]
00:00
Speaker 2
okay, so go back to the device list. [silence] [silence] okay, so let's [silence] okay, is it the under iPhone
01:00
Speaker 1
It's not showing in the Okay, and, and it doesn't show like where it's connected, right? What, what node, the name of the node. Just the other isolation that we could try on this child node, since it's not listed under network, along with your other nodes is we can try resetting it back to factory settings and re-add it. And for setting purposes, we may need to unplug it, then move it near to the main parent node, plug it in, five feet away. Okay.
02:00
Speaker 2
I don't see it. I see all other see. It says, there's one that says, there's two iPhones that show up, but it just says iPhone. It doesn't doesn't give me many any details. Right. Okay. I'll do that now. Hmm. [silence]
02:00
Speaker 1
yes please [silence] and while waiting for it for to turn so blinking blue, let me verify the last five digits of its serial number of this node. Is it 02240? [silence] Thank you. And may I know when when did you purchase this particular node, the L12 100? Okay.
03:00
Speaker 2
Okay, I just, do you want me to plug it back in? Okay, it's plugged back in. Yes. I'd have to check my receipts, but it's probably about six weeks ago, eight weeks ago. I, I bought it, it took me a while to get it for various in various reasons. But, yeah, so I just, this is the first time I've tried setting it up.
03:00
Speaker 1
Okay, got it. Thank you. And I'm going to send you an email after this call, Glenn, so you can reply and attach me with a document of the receipt so that we can update the warranty and support of this specific node in the specific model number. Okay. Alright. And right now is it flashing blue? All right. So we're going to reset it first. So we're going to press and hold its reset button for 20 seconds. And while you're pressing its reset, observe the light. It will go off. And once it turns another blue light will show a then let go off the reset button.
04:00
Speaker 2
All right. No, it's solid. Oh yeah, it's flashing. Flashing blue. Okay. Okay.
04:00
Speaker 1
Alright, thank you. [silence] All right, and how's the light? All right, and let's go to reset. Let's wait for it next, turns solid blue light and while I'm while waiting for it I found it here, Glenn, so the probable cause that it's not showing under network administration is because it might be that's not properly added, like properly configured. So by resetting it to factory setting and following the process or a method and adding it, it should reconnect as a child node but we'll do that later for adding method. And we're waiting for solid blue.
05:00
Speaker 2
just came on blue. Okay.
05:00
Speaker 1
Light. G. Okay, still rebooting. Alright, so we're going to add it's solid now, right? We're going to add it using the pair button and the pair button will be on your main parent node. You will notice between.
06:00
Speaker 2
Okay, it's still flashing. Still flashing. It's solid. Okay, it's solid now. It's still flashing.
06:00
Speaker 1
Yes, the main parent node, we're going to press for 1 second pair button, the bigger button between the reset and the power button. Yes, on the main parent node, press the pair button for 1 second. Yes, I'm here, can still hear you.
07:00
Speaker 2
Which node is that that I'm doing that on? Okay, that's like on the main router, the main uh uh the 7000 I think Yeah Sorry, I lost you Can you hear me? Okay, so I uh I had to go get a ladder because my my the uh the main uh node which I think is the router node um it's just so much.
07:00
Speaker 1
Oh. yes the pearl button for one second, okay, keep it, wait, no problem, all right and let's observe the light on the child now, okay let's do this, if it start flashing as well flashing blue.
08:00
Speaker 2
Next room, and it's bound on the ceiling. So I'm just grabbing a steps stool. So you want me to press the middle button on it? Okay. I just got a flash light. I I'm gonna grab my iPhone. watch you use a flash right built in. right? No I said one second. Wait, just hold it fin. Okay, I pressed it one second.
08:00
Speaker 1
That's correct. Is it flashing blue? Now that it's not flashing. All right, so we're going to use the uh Uh-huh. Is it flashing now? Yes, please. One more try. One more time. Press the pair button. Don't hold it. Just press it like for one second. Alright, then let me know once done. [silence]
09:00
Speaker 2
This is on a new node that we're trying to set up, right. It's not flashing, right. No. No. I was just gonna ask, do you want me to press that middle button again? Do I need to hold it down for okay.
09:00
Speaker 1
And let's observe again, the Child Node, if it starts flashing blue. Not yet. Okay, we'll give it one minute more. Okay, still not blinking. And while waiting, Mayno, who's your internet service provider, for documentation purposes? Start, or any, thank you. StarLink. StarLink. That's cool. Okay. Yeah, so, And right now, it's still solid blue light, right? Okay. Alright, so we'll go to your Linksys app. We will use it to add the child node since spare button did not work. Let's proceed to the Linksys app. Let's tap.
10:00
Speaker 2
[silence] [silence] [silence] Starlink. Starlink. [silence] That's correct. Okay, I'm in there.
10:00
Speaker 1
[silence] option the three lines on the upper left hand side, then go to set up a new product that's on the bottom part. And we're going to add another node. Aha. Then continue to the next screen. Okay, tag again. Yes, please. No need. Uh, it can is it asking there if it's solid light, then you can tap it solid. Okay. All right, so we'll wait for it. It's now on the process of looking the child node. Once it found the child node.
11:00
Speaker 2
Okay. Okay. I'm just to add a node too. To Let's just plug additional node in the poppy. Yeah. And I and that's a lighter blend, while starting up. Do I need to unplug it plugin again or anything? Yeah. Okay. no, it's just looking for your chides. [silence]
11:00
Speaker 1
It will start flashing, blue. Should be from the main parent node. from the main parent node, within five feet. only for setup purposes, so that it will be easily find by the parent node. the parent node, I. and no changes yet. on the. [silence]
12:00
Speaker 2
The, does, does it do I in the child node need to be within five feet of the of the parent node of the of the main main router? it doesn't matter. Because I'm further away from the from that that node. I'm I'm I'm about four feet away from the new node that we're setting up. But I'm probably about 15 or 20 feet away from the uh the the router node the parent node. [silence]
12:00
Speaker 1
light of the child node right till solid blue. Okay.
13:00
Speaker 2
No, and on the app, it's saying, it's still saying it could take four to six minutes. [silence] Okay, I'm doing that now.
13:00
Speaker 1
All right. Then let's wait for it to go through solid blue, blinking blue, then solid blue again. Before we tap keep trying, let's wait for the child node to turn solid blue again. Once it's solid blue, then we can try finding the child node again. okay, it's the
14:00
Speaker 2
cannot plug it back in and it says on my app it says some nodes are having trouble joining do you want to keep trying so I keep trying it's still flashing blue
14:00
Speaker 1
Hey, still flashing? Okay, we’ll try it again on the linksys app. Let's look for this child node to add. All right, so we’ll wait for.
15:00
Speaker 2
clicks. it went solid, okay, start show. it tells you look for this tornado.
15:00
Speaker 1
for it. Give them time to discover. Okay. That's great. That's a Okay. That's a good indicator that it's onboarding now with the parent node. It's on the process of onboarding. Okay.
16:00
Speaker 2
Okay. The node is flashing blue and then it went to yellow. So something's happening, I think. So it's still flashing yellow right now. It just says, and now it's saying this could take from 4 to 6 minutes. It doesn't show it, uh. I think the note is flashing more white than yellow. It's Jeff, the fine is moving slowly. There's not even halfway across the bottom yet. [silence] Uh, the light might sound. [silence] Uh, B. B. B.
16:00
Speaker 1
Okay, so it went. Uh-huh. Let me check before we, uh before we tap keep trying. Going back to the light of the child node, it shows solid white light, right? Uh-huh. That means it's connected and online. We're just going to force close the Linksys app. Force close it and then open it again. And then once if it asks to continue the setup, do not continue the setup and quit the setup. Yes. Select I don't want to continue the setup and then select quit setup. And we will go back...
19:00
Speaker 2
I'll try. No, it says, having trouble joining, do you want to keep trying? I'll keep trying. Okay. Okay. So go back into the Linksys app. Okay. It says complete setup, but say I don't want to continue set up. Is that right?
19:00
Speaker 1
just out manage Wi-Fi then logged in ah, right. Ah, right. That's amazing. Let's verify that child node. So, select node section and then go to node. So we're going to check if it shows from the list. m. Before yes, stop update later.
20:00
Speaker 2
Okay, so manage your Wi-Fi. Okay, it's just lighting in, right now. Okay, and it got a message that it's okay, but another messaging popped up saying, firmware, new firmware available. So, should I update it later? Okay, so go to the, [silence]
20:00
Speaker 1
Yes, uh-huh. And then we'll check the firmware of this node. We'll make sure it's up to date or if the one that needs an update. That is correct. Select it. Yes, please. Uh . Select the Linksys 2240, the node that we're adding. And may have the current firmware version of this node under details. What are the numbers? Uh, what the to full numbers? Yes. [silence]
21:00
Speaker 2
go to the 10 nodes and go to this node, new node. Okay, so now it's added and I see it. It says the length is 02240. Select it. Is that what you said? Okay. You want me to read the last digits or something? You want the whole number? Okay. It's 1.0.7.21 [silence]
21:00
Speaker 1
And is it showing, up to date or is there need for, uh, update? OK, yes please, let's stop update router. All right. So, wait for it to finish to download, the new firmware. [ silence ] No worries, it will not, uh, take 15 minutes, maybe max of, uh, five minutes since we're only updating the child nodes firmware.
22:00
Speaker 2
Five two six three. It says update routers, [silence] and blue lettering to the right of it says, "update router." Okay. [silence] It's downloading. [silence] So this will take about 15 minutes after which your Wi-Fi will restart. Okay.
22:00
Speaker 1
All right.
23:00
Speaker 2
Okay. The blue line's starting to move now. Is it moving quickly? I'm still about a quarter of the way across the bottom.
23:00
Speaker 1
Okay, that's great. All right, so it's now on the restart part and right now the challenge is it blinking white or is it blinking blue? Solid white. Okay, we'll expect that it will blink, blink blue or blink white and it should go back to solid white since it's now shock restarting. Okay. All right, that's great. It's now reconnecting back after the update so we'll wait for solid white again.
24:00
Speaker 2
It was just a house. It's just starting your Wi-Fi, this takes two to three minutes. [silence] Now it's solid white. okay when it went red just now and then now it's blue again. [silence]
24:00
Speaker 1
K بأي robust thing okay still flashing
25:00
Speaker 2
it's still flashing blue it's still flashing blue
25:00
Speaker 1
chartled rebooting mmh yes. let me. all right that means connected. and we're now waiting for the app to set update is complete.
26:00
Speaker 2
It's just watching paint drive. [silence] This thing is like watching paint dry, right? [sigh] I went to to write again. [silence]
26:00
Speaker 1
[silence] Okay. I do not restart the network. do not click the button. First, close the linksys app instead. And then let's completely force close the linksys app screen then reopen and check if it goes back to nodes. Uh-huh. And let's select the node
27:00
Speaker 2
yeah, so the blue line is about three quarters of the way across. I just, skipped out of there and it's now it says restart network. So clap that button. So completely quit out of it. Okay. Go on back and yeah and that says 10 nodes.
27:00
Speaker 1
Roots again and then this child node. I will get the new firmware. The new child node. All right that's great and we have the numbers. The firmware version the new one. Yes. All right so it's up to date and connected. We can now unplug this child node and move it back to where you had it before.
28:00
Speaker 2
Okay. It says up to date now. Are the serial number or or the firmware. Okay. So it's 1-108-2-16-0-33. Okay.
28:00
Speaker 1
All right. Do, will you. Yeah, that's right. When, when it's newly plugged into the power source, it shows solid blue, meaning connected to a power source. Then after that, it will be blinking blue, then blinking red, and then we're waiting for a solid white. So we'll give it two to three minutes again to reconnect to the network.
29:00
Speaker 2
Unplug and plug it back in. it went back to blue. but I think it does that sometimes when you plug it.
29:00