V2 Rubric Detail — 4342d4ba-808b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 20:25
Duration
14m 44s
Contact
954-601-6699
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137345
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN connection is dropping
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall75.6% (+7.6)

V2 Grader Summary

The agent achieved partial resolution by getting the MX2000 node to connect with strong signal and disabling client steering, but did not fully validate long-term stability or perform a complete reset/pairing sequence. All technical guidance was accurate and communication was effective, though follow-up expectations were vague. No escalation was warranted or required.

V1 Case Analysis

Customer reported MX2000 child node with yellow light and signal loss. Disabled Node Steering and Client Steering via web UI; node now solid blue and connected. Advised to monitor. Ticket LTS0017345.

Troubleshooting Steps
  • Collected model (MX2000) and serial number
  • Verified ISP (Comcast) and node placement
  • Instructed customer to close/reopen Linksys app
  • Guided customer to web UI, disabled Node Steering and Client Steering under Advanced settings
  • Confirmed firmware was up-to-date
Key Observations
  • Agent experienced minor UI navigation confusion (could not locate 'CA' menu initially, causing delay)
  • Customer preferred and was comfortable with web interface instructions
  • Disabling Node Steering and Client Steering resolved the immediate signal instability
Positive Highlights
  • Collected model and serial number early in the call
  • Provided clear ticket number (LTS0017345) for future reference
  • Correctly identified and applied Node Steering/Client Steering changes per KB guidelines
Agent Errors / Gaps
  • Minor web UI navigation confusion (initially unable to locate correct settings page)
  • Did not explicitly verify WAN/internet connectivity at modem (though not critical for this node-specific issue)

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent got the node to show solid blue and "connected" in the app, but the customer remained worried it may not stay that way and no final confirmation of stable operation was given.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about ISP, signal strength, checked the app, suggested closing/re-opening the app, turning off client steering and checking firmware, but did not walk the customer through a full reset or pairing procedure for the yellow-light node.
R3 Met Correct resolution path conf 85%
Agent selected appropriate best-effort troubleshooting (disabling client steering, checking firmware) for an in-warranty MX2000 device experiencing intermittent connectivity, aligning with KB guidance for signal degradation issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (yellow light, weak signal), asked about provider and location, and used app data, but failed to confirm root cause via LED status or perform a diagnostic reset despite prior reset attempt mentioned by customer.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent directed customer to use mobile app and web UI to check signal and settings, which are valid tools, but did not leverage remote access or suggest signal-checking apps like WiMan despite opportunity.
T3 Met No misinformation conf 95%
Advice to disable client steering and verify firmware is technically accurate per velop_wifi_connectivity.md and adjacent_device_setup_scenarios.md for resolving steering-related disconnects.
Communication
C1 Met Clear & professional language conf 95%
Agent opened with greeting, collected serial number, guided troubleshooting steps, maintained clear control, and closed with ticket number — demonstrating effective call control throughout.
C2 Met Confirmed understanding conf 90%
Agent adapted to customer's self-identified tech-savviness by referencing app features and web UI navigation, using accessible language without oversimplifying.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided a ticket number — showing full accountability for resolution.
O2 Partially Met Proactive follow-through conf 90%
Agent advised to 'observe the connections' but gave no specific timeline or criteria for follow-up; ticket number provided but no proactive callback scheduled.
O3 Not Applicable Closure confirmation conf 100%
No indication of prior contact; this appears to be first interaction, so continuity could not apply.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and issue did not meet triggers (e.g., confirmed hardware fault, repeat unresolved); troubleshooting path was appropriate for L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent thanked customer for patience, used polite closing, and remained calm despite customer uncertainty — demonstrating empathy and professionalism.
X2 Met Tone & rapport conf 90%
Agent acknowledged customer's technical level and adjusted approach accordingly, maintaining engagement through shared understanding of app and UI navigation.
X3 Partially Met Overall experience conf 85%
Customer had to manually close/reopen app and navigate web UI, adding effort; however, agent avoided redundant steps and kept process efficient given remote constraints.
Call Transcript26 turns · 26 lines
Speaker 1
I was having a problem with one of the nodes on my mesh network system where I kept like kind of losing signal and like displaying a yellow light, so I'd I've tried resetting it, and now I can't add it back to the network. The even though I've got it currently plugged in about 4 ft away from the main node, it can't it's not detecting it, so I can't even add it back to my network to try to use it because one of the troubleshooting things that they suggested was to just reset it and and just try again.
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. Um, Thank you for calling linksys. This is Epi, how can I help you? [silence]
00:00
Speaker 1
That's what I did, and now I can't get it added back to my network. I have two, uh, well, I have three nodes plus the main one, but one of the nodes is an old router that can function as a as a node, but that's not the one I'm having a problem with. The one the one that I'm having trouble connecting is a, uh, it's an MX2000. MX2000. 50, D as in David, 10, M as in Michael, two, B as in boy, D as in David, 08029.
01:00
Speaker 2
Okay. All right, Sir, so that's just one of your child nodes. How many nodes you have in total? Okay. Can I have the model number and the serial number of that device, please? Yes, yes, sir. MX2000. Okay. Can I have the serial number? Okay. I'm just going to check the serial number. [silence]
01:00
Speaker 1
Comcast, Xfinity, where's the phone? Well, it looks like it, it looks like it's connect. That's weird. Now it looks like it's connected. But, it's blue. It's solid blue and I'm in the app and it's showing it, but that's weird. Hold on. Yeah, but like, but I'm also [silence]
02:00
Speaker 2
Who is your internet provider sir? It's Comcast. Okay. So, right now, um, you have that child node currently hardwired to the... what is the light? Um, you know, sir it really takes time for it to, uh, establish a connection. So, this is the setup that most people have. They have their internet router or gateway in one section of the house.
02:00
Speaker 1
like I'm also wondering why all of a sudden, and this is a new phenomenon that it's, that it keeps um, I don't know if it's disconnecting, but the signal strength keeps weakening, which is very strange because it's like 20 ft from the main node and has line of sight. Uh, well, I'll have to, I'll have to I have to move it back to where I had had it positioned. I'm unplugging it because I have to I need to put it back to where it belongs because I couldn't reconnect it from where it was positioned so I had to bring it close in order to add back to the network. So just hang on a second. I'll plug it back in where it's supposed to go. Hold on. Thanks for your patience.
03:00
Speaker 2
the RSSI or the signal strength of that child node? You can actually see that on the app if you tap on the mm-hmm. Mm-hmm. Mm-hmm. Okay, sure. [silence] Oh no, no problem.
03:00
Speaker 1
I'm feeding it while not in but it's probably gonna take it a minute or two to. What's that? Yeah, but it's but it's like the last like few days, like I've noticed it keeps doing that. So I'll like unplug it plug it back in and then it'll say, the light will
04:00
Speaker 2
well, uh, um, actually, that really depends on on the location of the nodes. Okay. So, if the, if that, um, location interferes with the signal from the nodes or from, from other nodes, then, hmm, okay
06:00
Speaker 1
Can I force a refresh? Okay, so I'm gonna do that. No, it's still showing... Oh, no, now that node is showing okay, but, like, I don't know how long it's gonna stay that way for. Is there anything... is there anything else you could... you might suggest that I do to, uh... Yeah. Signal strength, uh, 35_minus 35 dBm.
07:00
Speaker 2
Yeah, the app also takes time to refresh, is uh you've disconnected the you you need to close the app and reopen it. Yeah. Okay, so it's showing now. Are you able to see the the child node on the app? Can you tap on it and check the uh signal strength? Minus 35. It's actually getting um excellent signal. Okay. Yeah, um is it is it connected?
07:00
Speaker 1
Yeah, I mean, not hardwired, it's wireless to the parent node. What what where where would I see that? It says connected to router, and oh, router is my main one. Okay, so, yeah, okay. It says up to date. It says, yeah.
08:00
Speaker 2
connected to the parent now. Yes, yes but you should be able to see that on the app. It's connected to the parent node, or the other child node. uh if you click uh, if you tap on nodes? Connected to router. Yes, okay. So it's connected to the router. Okay. All right. um if you tap on it, uh do you see the firmware version? Did it say up-to-date? It says up-to-date. Okay. Well, we can try um switching some uh
08:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Like what would you suggest? Would it be better to use like the web interface? Because I can do that too. I do. Yeah, I I I'm quite tech savvy if that if that helps you help me. Yeah, I'm I'm already in front of it. Yeah, I'm already in front of it. I'm logged in. yeah. I don't see that.
09:00
Speaker 2
settings on the parent node, but not on the child node. Wow. uh let me just check here if uh if we have that option on the app. Okay, because there are limited options on the app. So I'm just going to check if Okay. Yeah, do you have a computer? Do you have a computer available? All right. Can we uh Okay. That's a good thing. Yeah, so can we go to your computer and uh kindly open the user interface? All right. Okay, you're logged in. All right, can we click on CA down at the bottom right? If you see that option,
09:00
Speaker 1
I do not. I see privacy statements, Ockla privacy policy, third party licenses. I do not. Uhm, I'm at like just the main- the main page of the, that's it. Uhm, I'm signed in, you know, it says Linksys Smart Wi-Fi tools, router settings and then there's network status, home networkings, WI-Fi settings, device list, guest access, external storage, priority, parental controls, etc? Uhm, it's off. Yeah. Where's that? Oh, priority.
10:00
Speaker 2
in, besides privacy policy, okay, so you don't see CA. Okay. Okay. All right. That's it. Now, can we go to guest access? Did you enable it? Is it turned on the guest access? Okay. That is off. Certainly off. How about the priority? [ silence ]
10:00
Speaker 1
Okay. Uh, priority is off. Yeah. Wi-Fi settings, and then go where? Advanced. Okay. Node steering is turned on. Turn off both. Okay. I hit apply. Okay. Now what? Okay.
11:00
Speaker 2
it's also turned off. Okay, can we go to Wi- Fi settings and uh hit advanced? Go to advanced. Okay, can we turn off client steering and no steering please? Yes. Okay, just click apply and then okay. And then go to connectivity.
11:00
Speaker 1
Yeah, but I- I just click check for updates anyway and it says everything's up to date. Okay. So you think, you think, you think that, you think that might do the trick? Uh, let me see. I mean, the connection is better than it was before. Yeah, it's definitely better. Yeah. So I just, I'm, I'm just, I'm just worried that it's not going to stay this way. But like, I guess we'll just have to wait and see. [silence]
12:00
Speaker 2
All right. On their firmware update says their nodes are up-to-date, right? Okay. All right. Yes. So those are actually just the things that we need to check especially if you're having some issues with speed and uh disconnecting. Um, uh, if you're having issues with the disconnection. Yeah, hopefully that'll help. Just observe the connections, Mr. Lee. Yes.
12:00
Speaker 1
I will I will thank you okay all right
13:00
Speaker 2
and please call us if ever there is an issue okay okay sir so by the way I'm going to I'm going to give you a ticket number for this in case you need to call us back just give me a minute or two here
13:00
Speaker 1
Mm-hmm. Okay. Thank you. Thanks. Have a good day. Bye.
14:00
Speaker 2
okay, ticket number sir you ready? okay that would be L for Lima T for tango s for semi, 0 0 1 3 7 3 4 5 okay well thank you so much for your time this is Appie again from link us thank you for calling you do have a great day early you two, bye for now
14:00