V2 Rubric Detail — 492e166c-8146-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 18:43
Duration
15m 0s
Contact
907-398-3692
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00040997
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6203_CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall70.3% (+14.3)

V2 Grader Summary

The agent achieved a working resolution (solid white nodes, app access restored) but provided materially incorrect technical guidance by instructing the customer to wait for 'blinking blue' after reset on an SPNM60/62 system, which contradicts KB (should be solid blue). This T3 Not Met downgrades the outcome to Partial Resolution despite successful resolution. Communication and ownership were strong, but troubleshooting had gaps due to skipped LED verification and lack of KB confirmation.

V1 Case Analysis

MX6200 child node solid red resolved after factory reset and password recovery. Agent incorrectly instructed pair button use (5-press required). Nodes now solid white and app accessible.

Troubleshooting Steps
  • Confirmed model number MX6200 and serial number 58W10M2AD01859
  • Factory reset of child node and waited for solid blue ready state
  • Incorrectly instructed use of pair button on parent (should have used 5-press method)
  • Guided through password recovery using recovery key and set new admin password
  • Verified both parent and child nodes show solid white and app login works
Key Observations
  • Agent provided materially incorrect pairing method: MX6200 uses 5-press method, not pair button (per KB led_cog_mesh_group_a.md and universal_mesh_full_rebuild.md).
  • Serial number was clearly provided by customer but not acknowledged or repeated by agent.
  • Customer experienced app login lockout due to password change, requiring recovery key process.
  • Despite incorrect pairing instruction, nodes eventually connected — likely due to customer retrying or automatic reconnection.
Positive Highlights
  • Correctly identified the need to factory reset the child node and waited for solid blue state.
  • Successfully guided customer through password recovery using recovery key, resolving app lockout.
  • Confirmed final node status (solid white) and app access before closing the call.
  • Collected customer name and email for case documentation.
Agent Errors / Gaps
  • Provided materially incorrect pairing method: MX6200 uses 5-press method, not pair button.
  • Failed to acknowledge or confirm serial number provided by customer.
  • Did not confirm warranty or support eligibility status.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms both child and parent nodes are solid white, app access restored, and says 'I think you have done a wonderful job and I'm ready to go.'
R2 Partially Met Diagnostic thoroughness conf 95%
Agent guided through reset and pairing but skipped initial LED verification for SPNM60/62 (parent should be solid white, not 'light blue') and proceeded on flawed diagnostic premise.
R3 Partially Met Correct resolution path conf 93%
Agent used correct SPNM reset method but failed to verify product family first; customer initially misidentified model (MX6200), and agent did not confirm via KB before proceeding with SPNM-specific steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent asked for model/serial/ISP but accepted 'light blue' as valid for parent node on SPNM system, where solid white = healthy — missed key diagnostic mismatch per KB.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent did not use KB to confirm model family despite customer confusion; relied on verbal description instead of consulting support.linksys.com/kb/article/8681-en for SPNM LED meanings.
T3 Not Met No misinformation conf 96%
Agent incorrectly instructed to wait for 'blinking blue' after reset on SPNM60/62 — per KB, after reset it should go solid blue (ready), not blinking blue; blinking blue is for booting, not post-reset state.
Communication
C1 Met Clear & professional language conf 95%
Agent framed the call, set expectations ('wait 2–3 min', '3–5 min'), managed transitions, and kept focus on resolution steps throughout.
C2 Met Confirmed understanding conf 94%
Agent used clear, plain language, addressed customer respectfully as 'ma'am', and confirmed understanding during critical steps (e.g., waiting periods).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through on all commitments including login recovery and node re-pairing.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps (reset, press pair button, wait), realistic timelines, and stayed on call until confirmation of success with solid white lights and app access.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; this appears to be the first contact for this issue (case_history_applicable=false in Assessment 4).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was resolvable at L1 with correct guidance.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained professional and polite but offered minimal empathy — no explicit acknowledgment of frustration, repeated attempts, or effort fatigue (e.g., no apology for difficulty).
X2 Met Tone & rapport conf 94%
Agent adapted to customer’s pace (allowed time for glasses), used polite address, repeated instructions clearly, and maintained engagement throughout resolution steps.
X3 Partially Met Overall experience conf 91%
Agent avoided unnecessary repetition but could have reduced effort by confirming model via KB instead of relying on customer’s uncertain identification, which added friction.
Call Transcript18 turns · 23 lines
Speaker 1
I couldn't understand what you said. Oh, I'm trying to, I have one of my child nodes that has a red light and I've tried, I've brought it here next to the parent and I have pushed the rest button five times in five and one and five seconds. And um, I've tried that twice and the The, the parent blinks, but the child sitting right next to it does not. The child the it's red. Solid red. Oh, the child, not the master. Okay, the child is M as in money. X as in X-ray 6 2 0. 0. Um, I'm looking for X, X, X Xray. I'm, I'm, look, look, ok? Okay. Okay. Oh, okay. Okay. Oh, Sarah. Um, I think it's I I don't have my glasses on, but I I think it's five.
00:00
Speaker 2
I see. what's the status of the Child Node map? Solid Red or Blinking Red? Uh, yeah. All right, let me access your account. Before we proceed, can you provide the model number and the serial number of this Child Node? Okay. Alright, your number? Uh, yeah.
01:00
Speaker 1
8 let me turn a bright light on yeah five eight W one zero m is in March two A is in April D is in dog zero one eight five nine. Starlink. Let's see. It is light blue. Yeah. And my internet is working I can check a website. I always check the weather website to see
02:00
Speaker 2
Got it. And may I know, uh, who is your internet service provider? Um, Charter. And what's the light status of the main node, also ma'am, or the parent node? Light blue. All right, let's confirm. Um,
02:00
Speaker 1
If we have internet, and I'm having trouble. I can't get signed on to my Linksys app. I changed the password. It still won't let me in. Yes. The same model, different serial number. Do you want it? Okay. Well, I guess it's white. It's not a bright blue. It's really, really light. The old nodes that we had had brighter blue, and this one is real pale. So I think you could call it white.
03:00
Speaker 2
[silence] This parent told me that even though they have the same model number with the with this child node, you mentioned that the light status is solid. It should be solid white if it is connected or online. [silence]
03:00
Speaker 1
bye bye. okay. okay. oh okay. let's see okay I'm holding it it's blinking red. and whoops it's still blinking. now it went dark. okay I let go of it. oh it's blue. it already it went a bright blue. okay okay.
04:00
Speaker 2
All right. So let's reset this child node mem so that we will add it to the network. Can you press and hold the reset button of the child node mem until the light went off and release once the blue light is showing. Yeah. All right. Yes, let the others please and let's wait for about two to three minutes until it's done starting up. It will go to blinking blue after that. It means it's still restarting. uhm, I think. it's all blinking Blue. so let's wait until the light changes to solid Blue.
04:00
Speaker 1
Yes. well, it went off. It's blocking from white to off. Yes. No, it's still salt. Well, here's a blink.
07:00
Speaker 2
So the next step you need to do, ma'am, is kindly press the pair button on the main node, the button in between the reset and the power, the big one. Press it once for one second. All right. And what's the light status of the main node? [silence] All right. So it's now blinking. How about the child node? Is it responding, like a blinking blue or white?
07:00
Speaker 1
[KEEP_UNCERTAIN] said good. I don't know. It might be blinging. It is winking. Yeah, it is blinking now. Okay. Okay. Oh, thank you. Um, so, are you going to wait with me or forget? Okay. It is blinking. Certainly, my, my name is Karen Burris, spelled K-A-R-A-N. Last name spelled Bic Bur, B as in boy, U-R-R-I-S as in South.
08:00
Speaker 2
All right. So it means that they are now communicating to each other. So let's wait for about 3 to 5 minutes until the light status of the child node changed to solid white and if it changes to solid white, it means it's successfully connected and you may relocate the child node after that. I guess I I'll wait on the light until the child node is connected. And also while watching, kindly provide your first and last name and also your email address for me to create a record for you.
08:00
Speaker 1
And our email address is very long and complicated. I'll say it, and then I'll spell it. It's finances For Burrus at Daniel's lake lodge.com. Um, do you want me to repeat that or are you already looking at it? Okay. Yes. Thank you. And, uh, am I going to get a survey? Okay, okay. Well, if I do, you get all the stars you can get. They're both still blinking. Um, while we're waiting for them, can you help me get on the, the, the app? It, it just
09:00
Speaker 2
I'm already looking at it. So it's finances forborrohhs at daniellslakelodge.com. All right, got it. Thank you so much, ma'am. I cannot guarantee you that one, ma'am, since it's a random one. Mm-hmm. All right. Thank you for that one, ma'am. Mm-hmm. Ah, yes, ma'am.
09:00
Speaker 1
Um, it says okay my paste the password. Yep there it is tap login. I'm using router and it says access locked too many failed attempts to login. One of the things I did was I changed the where I choose reset password. Oh now it's changing it says connecting to your router. And then it goes back to that same page that says it's connecting to router again access lock too many failed attempts to login but it keeps going on trying to connect to the router and then going back to that page. Okay so so tap reset password. Set up my Wi-Fi recovery key. First look You wanna
10:00
Speaker 2
What's the error when you try to sign into the app? Um, is there a uh-huh. Uh-huh. Right. Try to reset the password again, ma'am. Let's try to check. Yes, it's under the, um, do you, um, [silence] do you have security questions? [silence] Yes. Ma'am, have you received the email for code? [silence] Yes.
10:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Okay. Okay, I saw something like that. It says recovery key. Zero. Uh, hey, I I I'm gonna get my glasses so I don't mess this up, so I'm taking the phone with me. I will be right back when I get my glasses on my eyeballs. Sorry. Okay. Got glasses. walking back. Okay, I'm almost back. I'm back. My, uh, recovery key. be 0881708817. Account holder will be notified if this router password has changed. So continue. In a new password. um Okay, go over there. Type that. No, not that. That. Okay, copy. Use has no chances. Oh. Can't have the same character twice in a row. Okay, we'll do that. Copy. Change the hint. Submit, save password, yes, save it in my phone. And there's getting router settings. And the child node is the solid white and it's turned over and the parent node is also a solid white. Oh, finally, everything's showing up. Yay. 14 devices. I'm on. It says 11 nodes and I tapped on that and I'm on the app. Master node and C1, 2, 5, 6. And then we have the old ones. And offline is C3, 4, and seven. K, C1 is the one that I was trying to reset. And it says that it's on. It says there's three that aren't. So I gotta figure out which three those are, where they are. Okay, I am in the app and I have white lights on both nodes. I think you have done a wonderful job and I'm ready to go. that I can think of, but thank you very much for your help. You too. Bye, bye.
11:00
Speaker 2
All right. So yes, you may relocate the璺D memories. And yes, you're already on the dashboard on the app. And you are successfully logged. Is there anything else, ma'am, that I can assist you with other than this? You're welcome, ma'am. Thank you so much again for contacting Links. And have a good one. Bye for now.
14:00