V2 Rubric Detail — 3d76658c-7c5e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 12:52
Duration
38m 26s
Contact
Derek Foulon
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136665
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_ CN disconnected to the network

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall85.2% (+7.2)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a node reset and repositioning, resulting in a solid white LED. While the outcome was successful, the agent failed to follow the authoritative diagnostic process by skipping WAN/modem isolation and dashboard verification. No critical failures or auto-zero triggers were identified.

V1 Case Analysis

Child node stuck on solid red; resolved via reset, repositioning, pairing, and firmware update. Node now solid white and confirmed online in app.

Troubleshooting Steps
  • Power-cycled the child node (unplug/replug).
  • Held the reset button until the LED turned off.
  • Moved the node within 3–6 feet of the parent router.
  • Pressed the pair button on the parent node for one second.
  • Waited for child node to blink white, then turn solid white.
  • Confirmed node online via Linksys app.
  • Initiated firmware update for all nodes.
Key Observations
  • Agent did not obtain model or serial number despite asking, missing a key protocol step.
  • Extended hold (3–5 minutes) without clear explanation caused unnecessary wait time, impacting EFFICIENCY.
  • Agent correctly interpreted LED states per KB: solid red → reset → blinking white → solid white = success (led_intelligent_mesh_consumer.md).
  • Successfully guided customer through full mesh recovery process including firmware update, aligning with KB guidance.
  • Customer confusion at [16:00–17:00] about reset duration could have been avoided with clearer instruction (e.g., 'hold until LED turns off').
Positive Highlights
  • Correctly diagnosed solid red LED as requiring reset and re-pairing (per led_intelligent_mesh_consumer.md).
  • Guided customer to move node close to parent before pairing, aligning with KB best practices (velop_child_node_setup.md).
  • Confirmed successful reconnection via app and initiated firmware update, ensuring long-term stability (universal_firmware_update.md).
  • Provided ticket number (L-C-L-3-4-1-1-1) for future reference, improving support continuity.
  • Validated resolution by confirming both LED status and app status, ensuring technical fix was confirmed.
Agent Errors / Gaps
  • Failed to capture product model/serial number despite asking, missing a key PROTOCOL step.
  • Placed customer on hold for 3–5 minutes without explaining the reason clearly or offering callback option, impacting EFFICIENCY.
  • Did not clearly explain that reset should be held until LED turns off (per KB guidance), leading to customer confusion at [16:00–17:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms both nodes are solid white and visible in the app with signal bars; agent confirms online status and guides through firmware update — issue resolved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped initial diagnostic steps: did not verify parent node WAN connection or test modem directly; jumped to node reset without ruling out upstream issues.
R3 Met Correct resolution path conf 93%
Agent chose standard mesh‑node troubleshooting (reset, proximity, firmware) rather than unnecessary escalation or warranty dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (solid red) and observed light changes but did not ask about internet connectivity at parent node or perform WAN isolation as required by velop_wifi_connectivity.md Step 2 and universal_isp_modem_diagnostics.md Step 1.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent failed to use available tools: did not instruct customer to check router dashboard (http://192.168.1.1) for internet status or verify WAN connection as outlined in velop_wifi_connectivity.md Step 4.
T3 Met No misinformation conf 95%
All technical instructions provided (reset duration, placement within 3-6 ft of parent, and firmware update) align with velop_router_setup.md and led_intelligent_mesh_consumer.md.
Communication
C1 Met Clear & professional language conf 92%
Agent set expectations for hold time, managed transitions, maintained control despite customer digressions about names and email.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated key steps, confirmed understanding, and adapted to customer’s informal tone.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed troubleshooting, did not transfer, and followed through to resolution.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps (relocate node, wait for reboot, allow firmware update), and issued ticket number for continuity.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for the long hold, thanked the customer for patience, and used courteous language throughout.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s informal tone, used “sir” appropriately, and checked status frequently.
X3 Partially Met Overall experience conf 88%
Agent collected customer name/email late and during troubleshooting, causing interruption; could have deferred data entry.
Call Transcript45 turns · 50 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. [silence]
00:00
Speaker 1
[silence] [silence] [silence] Thank you very much. [silence] [ ̣] I'm here. Okay, hello. [silence] Can you hear me [silence] Can you hear me? [silence] I have a um, Linksys uh mesh Wi-Fi system in the house and I have one of the nodes out. I just can't seem to get it to come back online. [silence]
01:00
Speaker 2
Hello, thank you for calling Lucius Technical Support, this is Tram. How can I assist you with today? Oh, I apologize to hear that once you're... but
07:00
Speaker 1
It's a solid red.
08:00
Speaker 2
know. let me just see with this concern. uh we will add this shod node back to the network. and also just to confirm sir, uh what's the light status of that node sir? is it solid red or a blinking red? got it. can they provide you the model number and the serial number of that router? yeah. got it. and also sir mainau who is your internet service provider? got it. all right. and what troubleshooting have you
08:00
Speaker 1
For this node, I've unplugged it for like a minute, plugged it back in. I did that numerous times. I pressed the reset button on the bottom. Uh, but uh none of it's turning back on. So I turned it on off button, you know, I turned it off on the bottom side for about, you know, a minute, a minute and a half, and turned it back on. And uh it just it just goes right back to solid red. Um, Well, I don't know if I pushed it for a minute a half, but I pushed it and held it for a few seconds. There's also another button here, and I'm not sure what it is large button in the middle. It's below the reset button, but it's above the on off title little switch. I don't know what that one's for. I probably pressed that one too. I probably did it all.
09:00
Speaker 2
[silence] [silence] so you press the reset button for a minute or in half? Hm. [silence] all right. And how far is it from the main node now, sir?
09:00
Speaker 1
so you need me to move this okay you need me to move this right by the right by the the the board ok so I gotta unplug it and plug it in over there so do you that that's probably the problem
10:00
Speaker 2
I see didn't. didn't. So just gently grab that one and plug it in closer to the main node like 3 to 6 ft away, and we will add it there. And once the light status is solid white, then that's the time you will a okay?
10:00
Speaker 1
Okay, I'm just going to pray to think it's here with the main node. Right next to the main node or the whatever the main router.
11:00
Speaker 2
[silence] I see okay. [silence] so let's wait here for about two to three minutes until that device is about starting up and just to confirm
11:00
Speaker 1
Uh, I think for this particular model it is. Derek full on. Uh, address. Sorry. Yeah, email address. Uh, Yep. F. 10209@yahoo.com. Uh, yes, it's blinking blue.
12:00
Speaker 2
Sir, is it your first time calling Linksys? I need to gather some information here for me to create a record for you. Kindly provide your first and last name, sir, and also your email address. The email address. Got it. All right. Thank you so much for providing me your information. Um, so, let me create a record here for you. While waiting. All right. Uh, and what's the light status of the node right now? Is it blinking blue?
12:00
Speaker 1
You want to get it to a solid white? Okay. Okay. Okay. That's still blinking blue. I'll let you know if we go solid. [silence]
13:00
Speaker 2
So let's just wait until that device is done starting up. [silence] No, sir. Since you reset this one, the light status should change to solid blue. But if the light status is solid red, then we will reset this device again. All right.
13:00
Speaker 1
Hey man, it just changed. It went to solid white.
14:00
Speaker 2
So at the beginning, it was solid white. So let's just wait for a minute or two. Um, just to confirm it will stay solid white. All right. So now it's solid red. So we will reset this router. So this round load, I'm try to press and hold it. There, reset button.
15:00
Speaker 1
so I'm going to hold it like it's a pale red now. You want me to hold it until when? Til the light goes off. Okay.
16:00
Speaker 2
But now it's done. Now it's done. [silence]
16:00
Speaker 1
No, man. It's still a pale red. No, it's a hard red. I'll wait. It's kind of, okay, now it's off. Just went off. just don't do anything for now.
17:00
Speaker 2
Did the light went off though? Okay. Alright, alright, so please release the reset button and let's wait for about 2 to 3 minutes. No, sorry. Let's just wait and the light status of this child node should. All right, so now it's solid. So the next step you need to do is kind of press through the button of the main node or the.
17:00
Speaker 1
okay, I'm the mother node I'm Okay. Yep, and the mother node is blinking white. No, it's just solid blue still.
20:00
Speaker 2
just press it is it press it once for one second? All right. Did you press the big button already, sir? For one second. How about the child mode? Is it now blinking blue or fading blue? Okay, that's just... [silence]
20:00
Speaker 1
blinking light h the child node just started blinking now okay okay okay yes it did change thanks bye [silence]
21:00
Speaker 2
All right. What's the light status of the main [silence]? [silence] Is it still blinking white or solid white? [silence] Still blinking white. [silence] And the child node is still solid blue. [silence] All right, so it means that they are now communicating to each other. [silence] So, let's just give it about three to five minutes until they are done communicating to each other, sir. [silence] And if it successfully connected, [silence] back to the network, the light status of the child node would change to solid white.
21:00
Speaker 1
flicking white. I got two child nodes in the one main node. Let's see if the main node is doing something. will that affect the other one? okay. yeah. uh got it. yeah, the other one, the other child node is solid white.
22:00
Speaker 2
And how many, no, see you have again, sir? How many links, for others you have? Got it. Hmm, it will not affect any, factor. We're just adding the child, no. As long as we did not reset the main node, it will not affect the other nodes. Is it okay sir if I put this on hold for about three to five minutes? I just need to pull up some resources here, would that be okay? Alright, thank you so much, just stay on the line I'll be right back.
22:00
Speaker 1
Okay, ma'am. They're both back to solid white. What, hun? Yeah, but a lot of times they can hear older adults. Yeah, they're both on solid white now. Okay. When I unplug it and plug it back in, is it supposed to just go back to solid white then? Got it. Okay. Can you hold on the line while I do that? Okay, I appreciate it. Just wanna make sure this goes right. [silence]
25:00
Speaker 2
Yes, thank you so much for patiently waiting on the land, sir. And I do apologize for the long hold. Yes, can you tell me now, sir, what's the light status of the main node and also the child node. Hm. All right, so since they are both solid white, sir, then you may relocate this child node now to the area you want to relocate it. Yes, sir. Um, it would take about three to five minutes, sir, after plug it back in because the child node will will be restarting or rebooting. But it will connect directly. I guess I can stay on the line. Hmm. [silence]
27:00
Speaker 1
yep still uh still blinking blue it's plugged in yep it's uh it's uh gonna take a minute to catch up yeah okay great thank you [silence]
31:00
Speaker 2
Hello Sir. All right. So linking glue and you just plug it in. Yes, it will take 2 to 3 minutes. So let's just wait until the light is stable white.
31:00
Speaker 1
[silence] sorry, man, I was away at the phone. [silence] uh we are -- we're at solid white now. Okay, perfect. [silence] Um, I yes.
32:00
Speaker 2
And also sorry if I'm afraid. Do you have working test app? Yes. All right. So now solid white, let's just wait a minute or two, correct? Because it might change to solid red and go back to solid white. Just to confirm. And do you have a Linksys app on your phone? Because we will check if this child mode is now connected to the network. If you.
32:00
Speaker 1
Okay, I'm logging it. All right, yep, it says three nodes on the main screen here. We're still at solid white. If I click the the nodes, there's the main router, and then the two child nodes, one of them is four bars, second one is all but the top bar.
33:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. [silence]
33:00
Speaker 1
Yes. There is an update. You want me to update that now? Um, it's just at the top, it's for all three, I guess. At the top it says firmware update available. Click update. current version 1.0.13.21.6.6.07. The update available is 1.0.14.2.16.7.38. Say again, sorry.
34:00
Speaker 2
they are both online or connected and also sir um just to confirm um their firmware are all up to date uh which one the child node or the main node? the main node the main node okay I see I guess you may update that that one sir um yes you may update [silence] that one sir
34:00
Speaker 1
O.kay I'm going ahead updating you
35:00
Speaker 2
the node and it may take about a minute or two. Thanks for our patient.
35:00
Speaker 1
it's going to take 15 minutes after which your Wi-Fi will restart so I mean does that all go by itself or am I going to have to pres any buttons again. okay. Okay let me get uh let me get my notes. Okay Alexius and that number. Beers and Boyer beers.
36:00
Speaker 2
Mm-hmm, I see. Uh, you don't need to press any buttons or it will just um connect. So you just need to wait for that. And in case you will um, you have a problem with your router, you can contact us back. And I can provide you a ticket number just in case so that you will not repeat yourself. And the ticket number sir is L-C-L-3-4-1-1-1.
36:00
Speaker 1
Joshua Levine: Bắn Vicky. Plunkett- Rodriguez: Gee, okay. Did not hear that. Joshua Levine: Oh. Plunkett- Rodriguez: T and LTS, got it. Joshua Levine: Okay. Plunkett- Rodriguez: 65. Joshua Levine: Lts, 001. Plunkett- Rodriguez: Okay. Joshua Levine: Got it. Okay, I think we're good here. I just gotta wait for the updates or wait for the firmware to update. The child node is now blinking blue again, but then it'll go back to solid white once the update's done.
37:00
Speaker 2
T as in Tango, S as in Sam. Zero zero one, three six six, six five. So yeah, you can. Yeah, there zero one, three six six, six five. Yes. Yes. Yes, sir. It will go back to solid white once the update is done. All right, so just in case you need to, Uh, the
37:00
Speaker 1
Yep, sounds good. Thank you so much for your help. You too. Thank you. Bye-bye.
38:00
Speaker 2
for support again, or you have a problem with your router, then contact us back and provide a ticket number. And you don't need to repeat yourself again, alright? I have taken note of that one here. Alright, thank you so much, sister, and have a good one. Bye for now.
38:00