V2 Rubric Detail — 410f8b28-762e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 15:54
Duration
20m 38s
Contact
Terry Kucharski
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135658
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall70.3% (+12.3)

V2 Grader Summary

The agent correctly diagnosed and applied the 5-press pairing procedure for the LN1200 Cognitive Mesh node and conducted valid troubleshooting. However, the child node failed to stabilize after relocation (turning red), indicating unresolved connectivity issues. The interaction ended without confirmation of a working mesh, resulting in a partial resolution. Communication and customer effort reduction had minor gaps but did not constitute critical failures.

V1 Case Analysis

LN1200 child node was not pairing; performed 5-press pairing, node reached solid white. Customer reported confusion about reset button location and process.

Troubleshooting Steps
  • Asked for serial and model number; confirmed LN1200.
  • Instructed to place child node close to parent and power it on.
  • Asked if customer had previously reset the node (potentially confusing).
  • Guided through the 5-press pairing method on the parent router.
  • Confirmed node LED changed to solid white after initial blinking.
Key Observations
  • Agent correctly applied the 5-press pairing method for the LN1200, which is the correct procedure per KB.
  • Agent failed to confirm the model number early, leading to delayed and potentially incorrect guidance.
  • Customer expressed confusion about the reset button location, but agent did not provide a clear description or visual aid.
  • Customer accidentally rebooted the parent node during troubleshooting, indicating poor call control and lack of clear warnings.
  • Node turned solid white but later went red, suggesting the fix was not stable or fully resolved.
Positive Highlights
  • Correctly identified and applied the 5-press pairing method for the LN1200 mesh system, which is the proper procedure per KB.
  • Successfully guided the customer to a point where the node showed solid white, indicating temporary pairing success.
  • Obtained a ticket number and closed the call with a summary, maintaining case documentation.
Agent Errors / Gaps
  • Did not confirm the product model number at the start of the call, leading to delayed and potentially incorrect troubleshooting path.
  • Asked if the customer had reset the LN1200 [10:00], which introduced confusion and risked unnecessary resets.
  • Failed to provide a clear description of the reset button location when the customer explicitly said they could not find it [14:00–16:00].
  • Did not prevent or correct the accidental reboot of the parent node [11:00], indicating poor call control.
  • Did not validate the final state after relocation; the node turned red after being moved [19:00], indicating the issue may not be fully resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call with child node cycling from solid white to red after relocation, indicating failure to maintain connection; agent did not confirm stable operation or resolve the core issue.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through model identification, correct placement, power cycling, and executed the 5-press pairing method specific to Cognitive Mesh (LN1200), following logical troubleshooting steps.
R3 Met Correct resolution path conf 90%
Agent correctly applied 5-press pairing for LN1200 (Cognitive Mesh) without dismissing issue due to warranty status; used appropriate resolution path based on product type and symptoms.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (child node not turning solid white), asked for model/serial, confirmed parent-child topology, and followed a structured diagnostic sequence to initiate pairing.
T2 Met Appropriate tools / resources used conf 90%
No additional tools (remote access, logs) were required or available; agent relied appropriately on verbal confirmation of LED states and physical actions consistent with KB procedures.
T3 Met No misinformation conf 95%
All technical instructions — 5-press method (valid for LN series per velop_child_node_setup.md), LED meanings (solid blue for ready, solid white for connected), and placement guidance (within 3 feet/10 ft) — align with the authoritative KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but had multiple unexplained silences, repeated unclear instructions, and failed to summarize or confirm resolution before closing.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like '5-press' without simplification; did not adapt language when customer struggled to find reset button, missing comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting steps despite customer confusion and hardware identification challenges.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number and said 'feel free to call back', but gave no specific next step after relocation when node turned red; no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent continued troubleshooting.
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 90%
Agent remained polite but did not acknowledge customer frustration from repeated resets or accidental parent reboot; minimal empathy shown beyond basic courtesy.
X2 Partially Met Tone & rapport conf 85%
Agent spoke at consistent pace but did not slow down or rephrase when customer couldn't locate reset button or understand pairing process.
X3 Partially Met Overall experience conf 85%
Customer had to read tiny serial number and search for non-obvious reset button; agent could have suggested photo or more precise guidance to reduce effort.
Call Transcript42 turns · 42 lines
Speaker 1
Welcome to. Yes, I just purchased the link this Valpo micro 6 mesh system. And well I the one looks like [silence]
00:00
Speaker 2
welcome to linksys. support to ensure quality service, your cell may be monitored for in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later for out of warranty product, paid support option may be available, depending on the issue. Hi, thank you for calling linksys. This is tovu Gnanapragasam. I can help you today. Uh-huh. And you're planning to set up this one?
00:00
Speaker 1
the one that's supposed to the mesh part that's up I guess there's two parts that the router and the mesh the router seems to be fine but the mesh is it's still got a blue light not a white light yes yes Terry Kucharski k-u-c-h-a-r-s-k-i Terry t-e-r-r-y no Terry Terry with t t as in Tom e as in Edward r as in Roger r
01:00
Speaker 2
That's fine. However, this is free. Okay. But is this your first time calling us for support, sir? And are you calling from United States? Okay, may I know your first name and last name? That's your last name. How about your first name? Okay. So, your first name is K for Kite, E-R-R-Y. Your last...
01:00
Speaker 1
Roger. Y, as in yellow. Last name is Kutarski. Nope. Nope. Nope. Nope. Nope. K, as in King, U, as in umbrella, C, as in Charlie, H, as in Henry, A, as in Apple, R, as in Roger, S, as in Sam, K, as in King, I, as in Indian. Three, one, four, six, two, three, seven, one, eight, two. TKUCH0214@gmail.com.
02:00
Speaker 2
Uh, okay, thank you for that. Um, so your last name is K for kite, U for umbrella, C for Tom, H for Henry, and your call back number. How about your email, sir? uh okay, it's T for Tom, K for kite, U for umbrella, C for Charlie, H for Henry, R O O O T T at
02:00
Speaker 1
Correct. I have one Linux router and one child. Yes. White. Blue. Okay, let's see if I can find it. Um, I don't see a serial number five.
03:00
Speaker 2
Ahm. and how many links is your router which includes the parent mode and the child node. Do you have? So you have two links as devices in total. So what is the light indicator of the parent node, sir? and the child node? Okay. Can you please provide us your number of the child note that you're calling regarding to the issue and on the bottom?
03:00
Speaker 1
It's very small, there's. I can't read. It's too small. No, hold on. Okay, it's 600 one five M one two E as in Edward. Zero Three Two Seven Seven. Uh, oh.
04:00
Speaker 2
Okay, you can proceed to use a magnifying glass or you can take a photo of the information. Okay, it's six zero zero or six zero D delta.
04:00
Speaker 1
M this is one two also the no six there to seven zero one zero PM m is only one to e zero three two seven seven no six there zero one M has a one to e zero three two seven seven
05:00
Speaker 2
Okay 600 one zero m for Michael one two e for Edward zero three two seven seven I don't really apologize there, but I guess it's 60od for Delta. There's no letter o.
05:00
Speaker 1
Okay, must be 60, yes. One 0 M, 1 2 E 0 3 2 7 7. Uh, where's the model number? All I have is the MAC address, a recovery key password, and the name. Oh, L
06:00
Speaker 2
regarding with the serial number. It's all zero. so it is S6E0D and the-model number. it is also labeled on the bottom of the router. then it check on top of the serial number. what is the model number sir.
06:00
Speaker 1
I had to go downstairs. Hold on. Pardon? I had to take a note downstairs next to the nook.
07:00
Speaker 2
And who is your internet service provider? And what is the model number of the parent node. Okay. Can you please move this one circle? To the parent node on the same room and place it about two to three feet apart from the parent node? Can you please, yeah. Uh okay.
07:00
Speaker 1
Okay, hold on, I'm going down there. [silence] Okay, the lights [muted] run from red to blue on the[silence]
08:00
Speaker 2
Move this one, same room with the parents, not about two to three feet apart. [silence]
08:00
Speaker 1
okay hold on. 1100. it is i uh the light is blinking blue. [silence]
09:00
Speaker 2
okay. so make sure the LN-1200 curtain is about two or three feet away from the parent node, and plug the device directly to the power outlet. [silence] okay. so make sure the LN-1200, curtain is about two or three feet away from the parent node, and plug the device directly to the power outlet.
09:00
Speaker 1
Do you want me to turn it off and turn it back on? Yes. I just did it. Let it's through on the device. Yes. [silence]
10:00
Speaker 2
Okay, that's good. So, which means the router is booting up. So, let's just wait for that router to turn solid blue again. And, while waiting, may I ask if you attempt to reset the L and 1200 before contacting us for support. I know, you'll press and hold the reset button for let's just say 10 seconds or not? [silence] Hello? [silence] Okay, the light the light indicator is now solid blue. [silence] Okay, go to the parent's now.
10:00
Speaker 1
The parent notice I just reset. I just rebooted the parent node. Well, OK. I just by accident rebooted the parent node. now I'm rebooting the other node. They're both solid blue right now. Oh, there's blue is blinking on them main node. Why did I boot it? I turned it off and turned it on.
11:00
Speaker 2
No, do not reset the parent node. Because, you know, I just ask you regarding of the LN 1200. Your parent node is not the LN 1200. That because the main node is working fine. No need to do anything with that. Uh, what do you mean for you reboot it? You press and hold the reset button or you unplug the power adapter? Mhm.
11:00
Speaker 1
Mane is solid white. I don't know what's working now went to red. Went from blue to white to red. Is it supposed to go red after going white? Well it was white fading and I was expecting a red.
12:00
Speaker 2
So last, just wait for the parent node to turn solid white. Now, it should turn to solid white.
12:00
Speaker 1
All the white. [silence] And the main one or?
13:00
Speaker 2
Okay, that sends it to the parent node, five times within five seconds. Okay, send reset, request reset, okay, so now to set up the child modes, all you need to do is press release, the reset button of the parent node five times within five seconds. Press release, press release, press release, press release, press release. Not too slow, not too fast.
13:00
Speaker 1
and it was. Okay, what? I not see a reset button. Well, that's what I'm saying. I don't see a reset button. all I see is an on off button. I'm looking at it, I don't see any on the bottom or nothing. that there is no reset button. Only power off and on button. No reset button at all.
14:00
Speaker 2
on the main one. Yes. On the main one press release the reset button 5 times within five seconds. Can you please try to look on the other side
14:00
Speaker 1
There is no button to set the power off.
15:00
Speaker 2
Okay, can we try to check so there's a reset label on it. So there's a power on and off switch, resup button and a pair button. [silence] Now look for the reset, why the [silence]
15:00
Speaker 1
There is none. There is no other buttons to the power off But I hit her five times. Uh-huh your supposed to do? I hit pres- yes. Paranoid is white, but the miss is, the miss is blinking blue. I
16:00
Speaker 2
a small circle, small button is orbit white one so you pressed release the, yeah, you need to press, released Press, release okay five times within five seconds and what is the light indicator now of the parent node Okay, so the Line
16:00
Speaker 1
Now it's fading white. Okay. thinking on and off. [silence]
17:00
Speaker 2
1200 is now blinking blue. Okay. Wait for the light indicator to turn solid white, and it will take three to five minutes for the setup process. Let me know once the child node turn to solid white. Since it's setting up now.
17:00
Speaker 1
doublin' at it off. Uh, like you said about three feet. Three feet. Correct. Yes. Silence. Card. Country. Homegrown. This is Illinois.
18:00
Speaker 2
ok, keep observing it and how far it is from the parents notes, sir? sorry? three feet. ok. and plug in directly to a power outlet, not to a power string. ok. so it's still blinking. it's still good. but we need to observe it. let's just say two to four minutes.
18:00
Speaker 1
I have solid white. It is now solid white on both. Okay. Okay. Then what I do is just unplugging to get back upstairs where I wanted it. Okay. No it went to red. [silence]
19:00
Speaker 2
It's, if it will turn to solid white. Okay, that's good. It's means the oil is already set up, so keep observing it for one minute, sir. You keep on checking it for the next few seconds. [silence]
19:00
Speaker 1
No, now it's went to solid white. Okay, I think this picks the problem. If they ever find a call back. Thank you. One three five, six five eight. Bye bye. You too. Bye bye.
20:00
Speaker 2
Is it still solid red? Okay. Now proceed to relocate the child node. Okay. And your ticket number, sir, is 135658. Okay, you're welcome. Yes, exactly. So just feel free to call us back. Have a great day. Take care. Bye for now.
20:00