V2 Rubric Detail — 491a533c-6f55-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:45
Duration
23m 10s
Contact
Glenn Temef
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.8% (-37.2)

V2 Grader Summary

The agent focused narrowly on reinstalling the Linksys app and logging in, ignoring KB-mandated steps like compatibility verification, factory reset, and 5-press pairing. No progress was made toward resolving the node addition issue, no ownership was demonstrated, and the customer’s frustration was unacknowledged, resulting in a fully unresolved case.

V1 Case Analysis

Customer unable to add LN1200 node to MBE7000 mesh; app stuck on restart router message. Agent focused on app reinstallation and login attempts without performing node reset or 5-press pairing. No resolution achieved.

Troubleshooting Steps
  • Collected node model (LN1200) and serial number (60G10M14E02240)
  • Instructed customer to uninstall and reinstall the Linksys Smart Wi-Fi app multiple times
  • Guided customer to log in using router password instead of email
  • Asked customer to restart the network via the app
Key Observations
  • Agent failed to perform any physical troubleshooting on the node (e.g., check LED beyond customer confirmation, factory reset) despite the app being non-functional.
  • Repeated app reinstallation ([05:00], [18:00]) without validating outcome created a loop with no progress.
  • Agent did not use the documented 5-press pairing method, which is the correct and required procedure for MBE7000 and LN1200 models per velop_child_node_setup.md and universal_mesh_full_rebuild.md.
  • Agent did not verify the parent MBE7000 router's internet connection or LED status to confirm it was online and stable.
  • Call ended without providing a concrete next step beyond a declined callback, leaving the customer with no path forward.
Positive Highlights
  • Correctly identified and confirmed the node model as LN1200 ([02:00]).
  • Collected the serial number of the new node as requested ([02:00]).
Agent Errors / Gaps
  • Did not verify the LN1200 node's LED status beyond customer confirmation of 'blue' — critical first step per KB ([03:00]).
  • Failed to instruct a factory reset of the child node when pairing failed, which is a standard first step per velop_child_node_setup.md and universal_mesh_full_rebuild.md ([03:00]).
  • Did not perform or instruct the 5-press pairing method, which is the correct and documented procedure for MBE7000 and LN1200 models ([11:00]). This is a material ACCURACY failure.
  • Repeatedly instructed app reinstallation and login attempts without confirming WAN connectivity, router status, or firmware compatibility ([05:00], [18:00]).
  • Did not check the parent MBE7000 router's internet connection or LED status to confirm it was online and stable ([04:00]).
  • Provided no alternative troubleshooting path or escalation after repeated failures ([22:00]).
  • Misdiagnosed the issue as app connectivity rather than node pairing failure, leading to irrelevant troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer: 'I can't get past my main network... keeps asking me to reboot the server... I can't log into it... still shows restart router message.' Issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent instructed app reinstall and router login attempt, but skipped critical steps like checking compatibility, resetting the node, or using 5-press pairing per KB.
R3 Not Met Correct resolution path conf 95%
Agent failed to follow appropriate path: did not verify LN1200 compatibility with MBE7000, skipped factory reset, 5-press pairing, or web interface access despite documented procedures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent asked for serial numbers and LED color, but did not diagnose root cause (likely firmware mismatch or pairing failure) or ask about reset status.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied solely on the Linksys app despite its failure; never used local web interface (192.168.1.1/myrouter.local) or performed a factory reset—tools required per KB for node addition.
T3 Partially Met No misinformation conf 89%
Agent correctly advised using router password instead of email login, but missed that LN1200 is not compatible with MBE7000 per KB, leading to incorrect resolution path.
Communication
C1 Not Met Clear & professional language conf 92%
Agent lacked structure: repeated 'uninstall and reinstall' without framing, failed to set expectations, and lost control when app loop persisted.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms but failed to adapt when customer expressed confusion; no comprehension checks after complex instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent offered callback but did not commit to follow-up or take ownership; abandoned case after failed app steps.
O2 Not Met Proactive follow-through conf 93%
No clear next steps or timeline provided; callback offer was vague and declined, leaving customer without direction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage—agent should have resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration ('I'm running in circles') or expressed empathy; remained transactional throughout.
X2 Not Met Tone & rapport conf 91%
Agent used repetitive, mechanical tone despite customer’s growing confusion and irritation; failed to adjust pacing or style.
X3 Not Met Overall experience conf 94%
Customer forced to repeatedly reinstall app, re-enter credentials, and restart router—avoidable steps that increased effort unnecessarily.
Call Transcript46 turns · 46 lines
Speaker 1
[silence] Uh yes. My name is Glenn. My first name is Glenn, G-L-E-N-N and the last name is Tymes. It spells P-E-T-Y-M-E-S. M like Mike.
00:00
Speaker 2
Welcome to links. This support to ensure quality service, your call 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. Press one now for assistance. Press one now. For out of warranty products, paid support, please have your device serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty product, paid support option [silence] may be available depending on the issue. Thank you for calling links this. My name is Nathan. May I know who am I speaking with? Glenn
00:00
Speaker 1
Yeah, I just recently bought a new node for my Linksys Mesh. And it's, it's probably node number 10, so I've got a kind of a big system. Um, but in in trying, in trying to add the node, um, I can't get any, I can't get past my main network and it keeps asking me to, to reboot the, it means reboot the server, which I don't know why. And I've even tried unplugging the main, 'cause there's one node, not server. There's one main node that's the main router, right? Um, I tried unplugging it and plugging it back in. Um, so I, I tried it on my iPhone and on my laptop to uh log into it. Um, so I'm not having any luck at all. Oh, so I'm just kind of running in circles and so hopefully you can help me with this.
01:00
Speaker 2
Now, Glenn, how can I help you? All right. That's good. Can you tell me what is the serial number of the new.
01:00
Speaker 1
Yes, it's six zero G like Dave. 10 M like Mike. 14 E like Ed. 0 2 2 4 0. And it seems to come online on its own. Like when I plug it in it recognizes the network and I see it as a as a choice on the Wi-Fi systems, but I want to add it as a node. And I can give you the serial number. Yes, serial number. L N. Sure you said? Yeah, L N 1200. Yeah. Right. Just the repeater like.
02:00
Speaker 2
This is an 11[silence]LN 1200, the note is an LN 1200. Can you confirm? [silence][silence][silence]1200 [silence]All right. That's good.[silence]This is the small one.
02:00
Speaker 1
Well, I tried, I started by trying to go to my main router to add it in the Linksys software, but I couldn't even log in on my iPhone to the software and then it keeps saying it needs to restart and so, you know, I've restarted it like two or three times and I just can't get past that message.
03:00
Speaker 2
Mm-HMM. So far, what have you done? To add it, did you try to pipe rest? [silence] Mm-HMM. Tell me what is the color of the light on the node that is not adding blue, pink, or red? Blue.
03:00
Speaker 1
my my phone right yeah not not on that model no but i think the main problem is with my other uh with the main um router which is uh it's it's not that old of a model i bought it not that long ago it's a it's a mb uh 7000 yeah yeah and i couldn't but i yeah and but i can't seem to that's that should be the one that's sort of driving everything right so i can't seem to i can't seem to log into it no and i'm using the launches
04:00
Speaker 2
Okay. Deskagit. Deskagit. Meaning it is uh detectable or discoverable. Do you have an Ethernet cable that it can use? Oh, no. Sorry. It doesn't have an Ethernet port. Hmm. Oh, that's a stronger one. That's a good one. You place that way. which is the stronger one. Yes. That's right. That's right. We cannot log into the NBE. Okay. Uh, but you can uh...
04:00
Speaker 1
so I'm using the lymphocytes out with the lymphocytes out or on my I also have my laptop but I can't seem to get into it on my laptop either okay okay soon okay so like you know I I okay um-I and I and I just then I log into it now it was showing all 10 nodes now it doesn't show that but do you want me to delete this app right now and then reinstal the app? okay so I just hold it down and then just remove out right [silence]
05:00
Speaker 2
All right. Let's try to login to that on. Uh- Let's try to use the Linksys app. Let's use the Linksys app. Now, uh this is what we guess we're going to do. We're going to try to login into the NBE 7000 using the Linksys app. We're going to use the app to connect it. Browser. Now, I need you to uninstall and uninstall and reinstall the Linksys app. First. Make sure that we have the latest version. Yes, please.
05:00
Speaker 1
Okay, and remove or delete app and then I select the leader to leak the link, this and I'll sit, and I'll say yes. Okay, and when I go down, app store and look for link since. Okay, and. Sorry, I see it. This is link, this Linksys Smart Wi-Fi management. That's the one, right? And it just shows a cloud, like is downloading it from the cloud. It's not, that's normal, right? What's up?
06:00
Speaker 2
Yeah. Correct. Do you have the serial number of the MB? Yes. Okay. Now, once you download it, try to open do not use the email instead use the router access. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.
06:00
Speaker 1
All right, it's still downloading. No, it's, it's, I, well, no, I just, I just clicked on the little cloud symbol, and it seems to be downloading it. Slowly. I'm on a Starlink connection, I just checked it. Serial number. Let's see, I'll have to look that up. See if I can find it. It's, um, it's a five nine A like alpha ten M like Mike.
07:00
Speaker 2
You ready to download the the data? Can you tell me what if this right? OK. Tell me what is the serial number of your MBE 7,000. Say with me.
07:00
Speaker 1
29 DCOMA10 M29 D04562 let's see it should be here yeah so I'll open it so do I select manager
08:00
Speaker 2
five nine sorry can I repeat one more time five nine eight five nine A alright now let's go back to the Linksys app you already downloaded it right? Yes now it will ask you to login to your email account do not log into the email account look for the option to log into the router otherwise it will say manage your wireless network
08:00
Speaker 1
okay. okay you click on that? now it says allow this device to use device on legal network. okay, and then it says, route. click on the one where it says router password. I'm pretty sure. Okay, so, So, but to go and go select the Wi-Fi. So let me, I think it's already wasn't it. it's the only way I can I can talk to you. So, um, yeah, it's it's checking the 2.4. I've got a usually I have two. Yeah, so it's second the 2.4 set it up. I've got two set up. So it's selected that. And uh so,
09:00
Speaker 2
What is your router? Yes. Router? Do you remember the router password? If not, you can reset, and there's a recovery key underneath the router. MB, 7,000.
09:00
Speaker 1
Anyway, then it says once connected return here. So I returned. Where do I go now? It still says log in and it gives me the choice email or router password. I selected router password. Yeah. And then it said, go to your phone settings and tap Wi-Fi, which I did. And then it says once connected return here. So I returned on here. The screen isn't changing. It's just shows that message.
10:00
Speaker 2
can we see the screen yes click it oh mm yes I'm sorry let's wait for little bit did you drag it totally in ah no it's fine kate last password go ahead yes
10:00
Speaker 1
Okay, that's giving me to enter a password. Okay, so it logged in and then it says, restart router. This is we've encountered a problem. Please use the button below to restart your network.
11:00
Speaker 2
um... um...
11:00
Speaker 1
you're so you want me to restart the network again? On the screen. I just I have that little message. It says, restart router. We've encountered a problem. Please use the button below to restart your network. Okay. Okay. So you're going to go back into the Linksys app,
12:00
Speaker 2
No, no, no. Tell me what is the screen. Can you close the language app, start over again again. Oh, open the language app This time try to login using the router access.
12:00
Speaker 1
Okay, so it just, it went back to that message restart router. So I closed that message and then it's it just shows internet online, but it shows zero devices, zero nodes, node devices connected to the Wi-Fi. and it's still connected to um the main house network. not the new one. actually uh i i i didn't use the starlink router i went directly to the lynxus.
13:00
Speaker 2
[silence] Ah, okay. your Wi-Fi is connected to Starlink or connected to the your regular Wi-Fi your phone. Okay. Okay good. All right. You don't see anything right Oh the upper left side of the screen. can you tell me uh
13:00
Speaker 1
So do you know where it says devices safe browsing? I don't see where it says router, but I clicked on the screen and then it gives me a whole list like devices safe browsing, family time, Wi-Fi settings.
14:00
Speaker 2
Sure, click that one. And then go to router. There's a router. Tell me what is that device you are connected. Let me check. Let me verify first. [silence] There's a router. Tell me what is that device you are connected. Let me check. Let me verify first. Let me check. Let me verify first.
14:00
Speaker 1
OK. [silence] Zero. [silence] OK. [silence] OK. It's scrolling. It's got a big circle that's spinning.
15:00
Speaker 2
can you get to the devices and then connected devices how many does that say one or two zero can you go to network administration app how many nodes can you see
15:00
Speaker 1
I keep popping up that message to restart the router. Oh, could you repeat? Okay. Okay. On that menu. Can you give me a second? Kick me out of there. So it's getting rather.
16:00
Speaker 2
the problem is not the router the problem is the connectivity between the app and the router we need to restabilish it I don't want to reset the router because it may create additional problems in the advanced setting can you check what is the internet settings is automatic basically the left side menu network advanced settings [silence]
16:00
Speaker 1
Settings.
17:00
Speaker 2
Maybe. Press three. Okay. Can you tell me what are the options? Available. Something's wrong with the network. [silence] Nothing? [silence] You are not connected. [silence]
17:00
Speaker 1
okay i got again emergency restart router i closed that and now it's just spinning and you just quit out of the app and go back again and it does this should i quit the app again and go back yeah okay yeah i already did that [silence] [silence] [silence] okay [silence] okay all right it's deleted so i'll go back to uh adding it [silence]
18:00
Speaker 2
Yeah, close this linkers app. Then you uninstall the linkers app. And then reinstall. And then when you try to open it. Can we uninstall it one more time? And then, when we reinstall it, let's just do it step by step.
18:00
Speaker 1
like the app store and in the app store eager USA smart Wi Fi yup okay and I selected the it's on a cloud symbol so it's downloading it again to my to my iPhone I also have a a laptop in the past I've accessed it with a laptop but I I tried I couldn't get into it okay I'm just wait okay so it's still downloading yes still downloading okay
19:00
Speaker 2
the start up Downloading When you open it, tell me
19:00
Speaker 1
OK, I just clicked on open. Ok so um it says allow Linksys to find devices on local networks. I'll say allow. um it just pops up, I have no choice. I gotta either say allow or don't allow. What do you want me to select? Exactly Select allow
20:00
Speaker 2
Okay. Okay. Now, when it is telling you what you see in the screen, when you try to open, is there any other option? Okay. Okay. Uh, what are, what are the other options after you select that pop up?
20:00
Speaker 1
Okay. Now, it says, can you give me the two logins, the email and router password? Okay. I'll select router password. Now, it says, go to phone settings and tap on Wi-Fi. Select Wi-Fi from the list. So I know. Um, so, yes, yes, it's selected. So and then, if I go back, I guess I have to go out and then click on "Manage your Wi-Fi." And then router password. And then I put the password in. So that's what I'm doing now. Okay. So I entered the password and now it says "getting router settings." Okay. And then I guess
21:00
Speaker 2
Hello. [silence] Roger, please answer it. [silence] Mm-hmm. [silence]
21:00
Speaker 1
It's flashed between a couple screens with it says restart router. We've encountered a problem. Please use the button below to restart your network. Once your network is back online. Okay. Yes. And then it'll I'll fix it. It'll say it just says it's starting your router will temporarily disconnect. Now when I do this, I'll lose you because I'm talking over the network cuz I don't have phone service here. Yes. Okay, I'll click restart right now.
22:00
Speaker 2
Okay, can we restart the router? Can we restart the router? Okay. Ah, all right. I'll give you a call back on 8084639348. Okay, I don't want to give you a call back.
22:00