V2 Rubric Detail — 42716252-7b15-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-08 21:37
Duration
37m 23s
Contact
407-285-4184
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall92.2% (+16.2)

V2 Grader Summary

The agent provided technically accurate guidance, correctly applying the 5-press method for the MX4200 and the 30-second factory reset. While two nodes were successfully integrated, one node remained missing from the app despite a green LED, resulting in a partial resolution.

V1 Case Analysis

Customer reported two WHW01 child nodes showing red/blinking LEDs and not connecting to MX4200 parent. Performed factory resets on WHW01 nodes, executed 5-press pairing on MX4200, tested wired backhaul, and re-added nodes via Linksys app. All nodes now show solid green and are online. Devices are out of warranty; no further action required.

Troubleshooting Steps
  • Collected model information (MX4200 parent, WHW01 children).
  • Performed 30-second factory reset on each WHW01 node.
  • Executed 5-press pairing on the MX4200 parent.
  • Connected a child node via Ethernet to verify backhaul.
  • Guided customer through the Linksys app to re-add nodes and check status.
Key Observations
  • Agent correctly used the 5-press method on MX4200, which is a supported model per universal_5press_models.md.
  • Serial numbers for WHW01 nodes were not collected; only MX4200 serial was partially captured.
  • Agent did not verify warranty status via system lookup despite stating it was expired.
  • Call contained repetitions and unclear phrasing (e.g., 'power on, power off, power on, power off' at 21:00), affecting efficiency.
  • Agent did not test internet/WAN connectivity at the modem, but the issue was node-to-node mesh connectivity, not internet access.
Positive Highlights
  • Accurate use of 5-press pairing on MX4200, a supported model per universal_5press_models.md (10:00).
  • Correctly guided customer to use LAN port (not WAN) for wired backhaul testing (14:00).
  • Successfully used Linksys app to re-add nodes and confirm mesh status (17:00–36:00).
  • Provided clear closure path and reassurance despite devices being out of warranty (36:00).
  • Confirmed signal strength readings and advised on optimal placement (34:00).
Agent Errors / Gaps
  • Incomplete capture of serial numbers — only the MX4200 serial was partially recorded; WHW01 serials were not collected (02:00–03:00).
  • No formal warranty verification — agent assumed warranty status without checking system (06:00).
  • Inefficient instruction sequence — at 21:00, agent said 'power on, power off, power on, power off' which contradicts standard power cycle procedure and could confuse customer.
  • Misidentified LED color — agent referred to 'pink' and 'magenta' when the correct term per KB is 'purple' for setup-ready state (07:00).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent got two nodes working and green in the app, but the third node, though showing solid green LED, did not appear in the app and required a future callback.
R2 Met Diagnostic thoroughness conf 98%
Agent conducted a full sequence: factory reset (30s hold), 5-press on parent, wired backhaul test, app-based node addition, and power-cycling diagnostics.
R3 Met Correct resolution path conf 95%
Agent correctly identified devices as out of warranty but still provided full troubleshooting support, aligning with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified mixed node types (MX4200 and WHW01), observed LED states, and pursued root cause through systematic testing.
T2 Met Appropriate tools / resources used conf 95%
Used physical reset, 5-press method (valid for MX4200 per universal_5press_models.md), wired connection test, and Linksys app.
T3 Met No misinformation conf 95%
Instructions (30s reset, 5-press on parent, avoid Internet port for LAN backhaul) are technically accurate per universal_factory_reset.md and universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations about warranty, explained each step clearly, and maintained control during troubleshooting.
C2 Met Confirmed understanding conf 90%
Used plain language, confirmed understanding, and adapted to customer’s pace and confusion about LEDs.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through on all steps.
O2 Met Proactive follow-through conf 95%
Clearly set next steps: wait 2 minutes after power cycle, then later advised to wait 1–2 hours for the third node to appear in app.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained patient, polite, and solution-focused throughout; acknowledged customer effort.
X2 Met Tone & rapport conf 95%
Adapted tone to customer’s confusion and checked progress frequently.
X3 Partially Met Overall experience conf 90%
Customer repeated LED status multiple times; agent could have documented colors earlier to reduce repetition.
Call Transcript64 turns · 69 lines
Speaker 1
well oh they're open pretty late too 8 a.m to 11 p.m okay all right all right uh... yeah oh Nathaniel Gomez. Well, yeah. Okay, so that's, um, my, my person helping me. Um, I just bought a new Marsha marks and I have an account with you. I bought a new Linksys 4200, router.
00:00
Speaker 2
Welcome to Linksys Support. To insure 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. Thank you for calling Linksys. My name is Nathan. May I know who am I speaking? Nathaniel Gomez. How can I help you, sir? Okay.
00:00
Speaker 1
And I've got the 4200 supposed to put out, but I at least need one of them to work. I'd like all three of them, obviously because I have them to work, but none of them are working right now. And one of those nodes, I'm sorry,
01:00
Speaker 2
all right. how many nodes, do you know is what not working? uh-huh Could you meet the CMLYR?
01:00
Speaker 1
One of the nodes was the one what I replaced the the 4200 with serial numbers on the bottom, right? Okay. Uh, you want me to tell them? Yeah. Alright, it's gonna be 38 U as in unicorn 10 M as in Michael 37 b as in Bravo 04819 no. No. No. The the serial number, or the model number is
02:00
Speaker 2
I have, then the uh one of these nodes [silence] give me the serial number of the 4200. [silence] yes [silence] 819. The uh what are the other child nodes are also MX 4200 right? Give me the model of the other nodes.
02:00
Speaker 1
WHW01. And then this is if those are all yes. We have three of them solid blue. Yeah. Uh so one is a, is blinking red, one is like a, a very dim blue right now, and then uh another one's blinking red as well. [silence]
03:00
Speaker 2
[silence] 01. All right. There are two of this one, right? So you have one MX 4200, FHW 1, two, correct or three? Three. All right. What is the color light of the MX 4200? Solid blue, and WLE1, pink, red. All right.
03:00
Speaker 1
Yes they're all, they're all in the same room. All in the same room, yeah. 30 seconds? One at a time. Okay. uh Spectrum. Spectrum. Nanny? Yeah. What email address is it? M.J. Marks. It's M.J. Marx. M. A. R. X.
04:00
Speaker 2
Can you bring all the three nearby? Are they reachable? All right. Now, I need you to press the reset button on the WHW one. Press and hold for 30 seconds. One at a time, yeah. By the way, who's the internet service provider? Spectrum or Charitan? Nathan, uh may I have your email address please? Yes, something that you can receive. If ever I need to send you an instruction.
04:00
Speaker 1
lo.com Outlook.com yeah I'm starting the second one holding it down for 30 seconds I'm on the last one right now it's I'm almost in [silence]
05:00
Speaker 2
Alright.
05:00
Speaker 1
Done. All right. Last one is done. Okay.
06:00
Speaker 2
All right, all right, take your time. Okay Nathan, just in case for information to set an expectation, your router both the MX 4200 and HW1 is already out of warranty. I will support you on the phone make sure that this will work. That's for free, you don't have to pay for this one. But just in case any of the device has a hardware issue, I will have to replace it. All right? Clear. Hardware replacement, no. Phone support, yes. No, no need to pay, I will help you. [silence] Tell me the color of the light of the child nodes. It's not pink. Er magenta. OK, good. Wait until it becomes magenta or light red, just be objective. Solid.
06:00
Speaker 1
And now there's a second one that's a solid red. Okay. And then the first one that I did is still a solid like a, like a bluish color still. And then blue. Just one. Yes.
08:00
Speaker 2
How many is solid glue? Like one or two. The other two is red, right? The one that is blue, can you press the reset button for 15 s and observe if the light changes? Did it react? Did it change the color? Did it turn red, turn off or something like that? It did. Hmm. I have a feeling that this is defective. Okay. Can you turn it off? This won't interfere. Okay, disconnect this one.
08:00
Speaker 1
Yeah. Okay. Uh-huh. Okay. Okay. Okay, that is five times. And then now it's uh like a purple, like a- like a light purple and it's flashing.
10:00
Speaker 2
move it away. So we will have MX 4,200 and two W HW-1. All right? The two W HW-1 is solid magenta or light red. Now go to the MX 4,200. Now this time I need you to press and release. Do not hold. Press and release one press per second and do it five times. One press per second five times. Do not hold, press and release. Go on the mother node 4,200. Yes. What happened? It blinks, right? Good. Wait around. Yeah, what's that? It means that is the right place. That means you got on them because sometimes because these two board right, sometimes they have the same color.
10:00
Speaker 1
Now it's a solid blue. Uh, say that one more time? Sorry. They will react to it. Okay. Yeah.
11:00
Speaker 2
it will go back to blue and observe the WH- one. Good. The WH- one it will react one at a time. Repeat. [silence] Wait for the child node the WH- one, they will react. [silence]
11:00
Speaker 1
Uh, the color of the child nodes are, uh, solid red still. No, they did not react. An extra ethernet cable? Yeah, it looks like there's one right here. Yeah, it looks like there's one right here. Uh, the color of the child nodes are, uh, solid red still. Uh, the color of the child nodes are, uh, solid red still. Yes, give me one second. I'm gonna go grab one, actually.
12:00
Speaker 2
Tell me the color now. Solid red. It didn't react. All right. Do you have an Ethernet cable extra? Can you connect the child node that WHWN to the port number one of the MX 4200? [silence]
12:00
Speaker 1
I'm looking for the ethernet cord. Okay, I'm getting the I just grabbed the ethernet cord. I'm going to connect it right now.
13:00
Speaker 2
for number one on of 42 and on all parts on the right side of the nine
13:00
Speaker 1
Okay. Okay. And port number one, is it all the top or the bottom? It doesn't leave. It's not labeled. Okay. Yes, that is correct. Alright, connect to this.
14:00
Speaker 2
Do it left or right. It doesn't matter as long as it's not in the Internet port. And the Internet port is going to be connected to the modem, right? [music]
14:00
Speaker 1
the the Internet cord didn't do um anything with the color of the the child yes yes um I need the password from my nanny Nanny it needs the the password again
16:00
Speaker 2
All right. Uh, did you, did you install the Linksys application in your phone? Okay. Can you open the Linksys app?
16:00
Speaker 1
Oh, OK. Oh, wait. When turn turn green? Oh, yay. Is a good sign? No, wireless. I still need to plug it. Yeah. [silence] [silence] [silence] [silence]
17:00
Speaker 2
ok, that's good, that's good. The one that turned green is, is, yeah. Is it the one that is connected wired or wireless? alright. ok
17:00
Speaker 1
OK, where we're on the app now. Yep. OK. OK. OK, I'm on it. Yep. Yeah, it's a solid green. Yeah, solid green. The one that's connected to the ethernet is flashing red.
18:00
Speaker 2
All right. On the upper left side of the screen. There is three bars. Scroll down towards the end and set up a new product. And then add a child note. All right. Done? Okay, let's wait. How about the green, the other one? Solid, or blinking green. All right. [silence]
18:00
Speaker 1
[silence] Perfect. Yeah, we're, he's grabbing it right now. Uh huh. Okay. Okay, okay. Okay. Okay. I'll plug it in. The color of the light is [silence] there's, there's no color right now. It just got plugged in.
19:00
Speaker 2
Okay. While waiting for this one, Let's go back to the third one that is defective. Let's try to recover that one. I hope we can. Can you plug it back? This will be 10 steps. And we will turn off and turn on the device. Okay. Follow my lead. I will give you the instructions. Confirm to me if it's done. All right. Let's start. I need you to yeah, plug it in. And tell me the color of the light. When you see something like blinking blue or blinking red doggy.
19:00
Speaker 1
Okay, I will. Okay, it's a. It's a like the solid light blue color right now. So far. Oh, okay. Okay, so it's unplugged. Kev.
20:00
Speaker 2
All right. I need you to turn off and plug the power. Tell me when done. route. Stop the power back. Unplug the
20:00
Speaker 1
unplugged.
21:00
Speaker 2
plug the power back in power on power off power on power off
21:00
Speaker 1
um, wait before it comes comfortable. It's on, okay. Wait two minutes, okay. Whereas the Ethernet cord one is all of green now, by the way. Uh, what do I see on the the one that we're messing with? Oh, on the app, sorry? Uh, it says trial two and then we have a another one that says links, y.
22:00
Speaker 2
Power on. Power off. Okay. Power on and keep it this way. Let's wait two minutes. And observe the color of the light. Okay? Observe the light after 2 minutes. Alright, that's good. Keep it that way. How about the app? Tell me what you see in the app now.
22:00
Speaker 1
two, three, one, zero, nine. for the trial as well. Yep. The color of the light right now is uh flashing blue. Yeah. flashing blue is good. Oh, nice. Nice. 30 seconds.
23:00
Speaker 2
Oh, that's good. Yeah, at least it reacts. Can you press the reset button and hold it for 30 seconds? The third node. Yeah, press and hold.
23:00
Speaker 1
on the dot. Hey! Okay. Now it's flashing red after the 30 second reset. Hey! Hey! Now it's green.
24:00
Speaker 2
Okay, we try it. Good.
24:00
Speaker 1
That's good. I'll go back to red. That is a gotcha. Thank you. Yes. [silence] Well, I guess it kids aren't as bad as we thought. Yeah, that's pretty good.
25:00
Speaker 2
It'll go back to red. Yeah, it will go back to red. Anyway, keep it that way. Hmm. That is a good sign. Okay. The one that these child know that is wired, can you disconnect the wire? It will turn red and then go back to green.
25:00
Speaker 1
Just turn green. Green. That third one is green. They're all a solid green right now. Uh huh. I see. Uh hold on. Oh, yeah, three nodes. Or no, sorry, uh two nodes, um, I, I think I need to add it on the, on here again.
26:00
Speaker 2
Tell me the color of the light. Um the first one? Okay. The first one is Green. The second was the wire. It's now green. How about the third one? All right. Go to the Linksys app And then tell me go back to the dashboard where you see devices and nodes Tell me how many nodes can you see? There'd be four. Three? If it's not yet updated, uh it's okay. It's not updated. It's not real time. four. Oh.
26:00
Speaker 1
Close the app. Okay. Yeah, it says three nodes right now. I open. Yes.
27:00
Speaker 2
No no. Just close the app. Just close the app. Mhm. Wait six seconds. And then open it again. Open it up. Can you open the notes? And then the first one The first one will be the router. That's your Mx4200. Below that there will be two trial nodes. Open each one of them.
27:00
Speaker 1
yeah okay first node open at negative 32 DBM 3109 no that's on it sorry 3109 so that's on the stereo yeah 31 oh no no 3110 this one's 3110 so this one's for all child number two okay and then this one right here 3109 so that one's this one and now 3109
28:00
Speaker 2
every time and then it will tell you the signal strength and then also the serial number of each node. Let's try to find which one is not detected OK press open the first node what is the signal strength negative seven Dv OK there's a serial number that one and then try to compare which is the serial number and then mark it as your one OK not
28:00
Speaker 1
Is nine is 31 or negative 31 DBM as well? Not more than that, okay. Okay. Yes. This one started one do it might be easier from first. This one? This one or her. Okay. Okay. For leaving it. Okay. [silence] And did you want the other one in the office, Nani? Yeah, absolutely. -- silence -- All right. All right. The nodes are connected where we want them. Okay. Wait for the light to turn green? Yeah. Both of those? Yeah.
29:00
Speaker 2
wait for the light. It will turn green. It should take long.
31:00
Speaker 1
Hey, second screen out there. Okay. This one's still flashing. Yeah, it took a couple a little bit longer, because the the time frame. Yeah. the flap right there. So we have one that's green and one still flashing red, but the one that was, it's flashing red. We plugged it in a little bit after. Still like come on, now it's green.
32:00
Speaker 2
Tell me the color. Green. Correct. Very quick. Oh, wrong. That's not green.
33:00
Speaker 1
Both are green. This one is negative 56. This one is negative 76. So this is the one that's probably in the library room. And what should it be? It should be no lower than 69, he said. Oh, okay. So that looks like a good strength out there. And that's where I need it the most. Yeah. Because of the rain. Uh, negative 76. Yeah. Uh, Umm. it should work with rain. Mhm. the
34:00
Speaker 2
All right. Where's the signal strength? Now? Oh, that's too far. It's a trial and error. It's okay. Okay. Uh this is a trial and error. You need to maybe move it closer and then, ah thank you, and then maybe move it in different, closer, ah, further.
34:00
Speaker 1
Okay, I see what you're saying. Yes, yes exactly. Yes, the color is solid green. No, I think I need to add a node on the app. Yeah. Okay, thank you.
35:00
Speaker 2
rearrange, okay, tips, at least three feet above, the ground. At least one put away from a wall. and then clear any obstruction, no fish tank, no aquarium, no books, something like that. Is it trial and error. All right. At least now you know what to do. You just move it later. And then, all right. Now, let's go back to the third one. What is the color of the third child? Holly green. It's not showing up in the app so. Yeah. Okay, go ahead. Go near go back to the water. 4,200 and then add the node. I will read.
35:00
Speaker 1
says your network we didn't find any nodes try again or troubleshoot. Okay. Okay. Okay. Okay. Okay. Okay. Okay, perfect. All right. Thank you so much.
36:00
Speaker 2
It's okay. All right. Give it some time. An hour or two. It will go back. The good thing is, it's green. It works. Just keep it nearby. Don't move it later. Once it appear on the app, move it away. All right. So, you can always give us a call, maybe a day or two. If it still doesn't show up in the app, give us a call. It's free. You don't have to pay for it. All right. All right? We're good. We're good, right? [silence]
36:00
Speaker 1
thank you so much Nathan? Oh nice. Yes. It is a good name. I, thank you, Nathaniel. You too. Thank you. All right, bye bye.
37:00
Speaker 2
All right. My name is Nathan as well. Nathaniel. What a good name we have. All right. Okay, and have a nice day and good day to you. Nanny, have a nice day. You too. Bye bye.
37:00