V2 Rubric Detail — 493e50a8-6027-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:08
Duration
13m 2s
Contact
Robert Watkins
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00046073
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX4200_Child node lost connection after relocation

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall46.0% (-10.0)

V2 Grader Summary

The agent provided partial troubleshooting guidance and maintained ownership, but failed to resolve the issue due to incomplete diagnostics, technical inaccuracies, and lack of tool usage. While not dismissive, the agent missed key steps and made incorrect statements, resulting in an unresolved outcome.

V1 Case Analysis

MX4200 node shows red light after relocation to garage; agent skipped reset/pairing, gave inaccurate extender advice, and provided malformed URL; issue unresolved.

Troubleshooting Steps
  • Confirmed product model (MX4200)
  • Verified out-of-warranty status
  • Suggested turning off child nodes and walking with a device to identify weak signal spots
  • Advised relocating the node to a weak signal spot
Key Observations
  • Agent offered paid support without first performing basic free troubleshooting steps (reset, 5-press pairing).
  • Provided materially false technical information: claimed Linksys has no range extenders and that mesh systems cannot work with extenders—both contradicted by KB.
  • Gave a malformed support URL (wwwlingsys.com/ suppport), which is not a valid domain.
  • Failed to guide the customer through standard node recovery process (reset, 5-press, or Pair-button method) despite red LED indication.
Positive Highlights
  • Correctly identified and confirmed the product model (MX4200) at [05:00].
  • Verified customer contact information (name, phone, email) at [04:00]–[05:00], supporting case traceability.
  • Communicated warranty status clearly at [08:00]: 'your router is already out of warranty', setting appropriate support expectations.
  • Attempted to provide a self-help path by suggesting signal-strength testing and strategic node placement.
Agent Errors / Gaps
  • Incorrect claim at [11:00]: 'we don't have range extender' — directly contradicted by RE series and extender.linksys.com KB articles.
  • False statement at [11:00]: 'the mesh system will only work to another mesh. But if you are going to use a range extender, it might not work' — mesh systems can work with extenders via WPS or web UI setup per KB.
  • Provided malformed URL at [12:00]: 'wwwlingsys.com/ suppport' — incorrect domain and path; should be support.linksys.com.
  • Skipped essential troubleshooting steps: no factory reset, 5-press pairing, or Pair-button guidance despite red LED indication (solid red = no connection to parent node).
  • Failed to confirm whether the node ever reconnected after any attempted fix.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution achieved; node still not connecting in garage, no concrete solution provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested walking test to identify weak spots and relocating nodes, which is a logical diagnostic step, but skipped core mesh troubleshooting like reboot, reset, or 5-press method.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status and mentioned paid support, but still offered actionable (though incomplete) best-effort guidance rather than outright dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed symptom (node shows red in garage) and inferred distance/coverage issue, but did not ask about firmware, recent changes, or perform structured root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools like web UI (http://myrouter.local), firmware check, or remote diagnostics despite their relevance for node status and network topology.
T3 Not Met No misinformation conf 95%
Agent stated 'we don't have range extender' — incorrect, as Linksys does sell range extenders; also misspoke support URL as 'wwwlingsys.com/suppport'.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and flow but had awkward silences, misstated model (MX4000), and failed to set clear expectations about OOW support limitations.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided technical jargon, and adapted explanations to customer’s level when discussing node placement and signal testing.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and attempted to guide the customer through a diagnostic process without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested next steps (walk test, relocate node), but provided no timeline or follow-up mechanism; customer left without confirmed resolution path.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted — issue was within agent scope despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer effort or frustration; tone was neutral, not dismissive, but lacked empathetic phrasing.
X2 Partially Met Tone & rapport conf 80%
Agent responded to questions clearly but used a repetitive, scripted approach; did not adjust pacing or probe deeper after customer confusion about extenders.
X3 Partially Met Overall experience conf 80%
Customer repeated model number and location details; agent could have reduced effort by confirming known info faster, but did offer a self-test method.
Call Transcript24 turns · 25 lines
Speaker 1
Dennis. Hi, my name is Robert. How are you doing today? Um quick question for you. Um I have a Lynksys MX uh 4000 um mesh system.
00:00
Speaker 2
Welcome to Linksys 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.com. Please have your device serial number ready. [silence] For assistance, press 1 now. For out-of-warety support [silence] please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] For out-of-warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Dennis. How may I help you for today? [silence] Um [silence]
00:00
Speaker 1
I'm trying to, I've had it for a little while now and I'm wanting to move one of the nodes out into my detached garage and I was wanting to find out um, you know, I tried to do it, I just real quick went out there and plugged it in and it didn't it didn't connect up. So I didn't know if I was doing something wrong or if I need to kind of totally re um uh find that at that location or um if there's another product that I maybe need to get in addition to what I have. Well actually I didn't originally, I didn't have it in the garage.
01:00
Speaker 2
I see. So, basically, your node in the garage got disconnected from your network, and you are not able to reconnect it to the network, right?
01:00
Speaker 1
I had it in the house just I didn't really need uh three nodes so I just I just put all three of them in the house and then I thought well I don't have really I have service in the garage I have connection in the garage but it's pretty weak and I was trying to just put maybe put that out there I thought about maybe put that out there and try to connect it but originally that that third node was just in the house giving a little extra but probably not necessarily needed uh in the house. So I was just going to try to get better use out of it and put it out in the garage. Right. it was working before but it was not in the garage. I moved it to the garage and when I just plugged it in um the light turned red and I could never get it.
02:00
Speaker 2
Oh, okay. So you relocated the child node, which was already working before in the garage, but it's not connecting in the garage. Is that right? [silence]
02:00
Speaker 1
to come back, you know, I didn't, I didn't try a bunch of different things. I just, uh, tried it, and it didn't turn blue, so I just brought it back in the house and and uh, wanted to call you guys and see if, um, if distance is the problem, or if it's because I do have coverage out there from the existing node that's closest to the garage, um, but it's it's just weak, and I was just trying to make it stronger. Yes, I I did, I did that and it does connect just fine. Um, probably when I originally bought the system, I think I did, uh, to register it. Get it registered and all that stuff,
03:00
Speaker 2
Oh, okay. But when, did you try also relocating it back to where it was before, to see if it can connect or not anymore? Ah, I see. So that means that that particular node is working, only probably the, the location is the problem. Um, have you already contacted before?
03:00
Speaker 1
Stuff, and and maybe I might need a little help when I first hooked it up. Um but it's been working very well for me ever since. So, I don't think it's in warranty anymore, but you can check. [silence] Watkins W A TK INS 618 971 9673. Uh Watkins@htc.net.
04:00
Speaker 2
I see. Hello. Yes. Let's check that. Let me ask you some information to see if I can pull up your record if there is. Robert, what is your last name? Watkins, OK. And what is your phone number starting with the area code? May I have it, please? How about your email address? Let me repeat that. You said it's Watkins.
04:00
Speaker 1
That's correct. Well, on my phone, it says when I looked at my app, it says 4,000. But it might be a 4,200, like say it just says 4,000 on my phone when I look at the about kind of thing. Go ahead.
05:00
Speaker 2
at H-E-C.net. Yeah, I believe uh you still have a record, your record with us. Um let me ask a few more questions. So, the model number of your link sys mesh system is m x 4200, right? three eight you four unicorn
05:00
Speaker 1
That is correct. It is about 55 ft by 27 and then it's just a ranch style with a full basement. I don't think I need three nodes, I don't think I do, but it was a good when I bought it. It was on sale, it was pretty good deal I think and I thought well if I ever want to expand or something like that or you know, just give me better coverage so that's the only reason I have three.
06:00
Speaker 2
10 M for michael, 34 B for boy, 06, 627. Okay. Young. May, I ask, why? Do you have, um, three, three nose? May, I know how wide your house is? Oh yeah, um. You said 55.
06:00
Speaker 1
It's about 55 by 25. Okay. Right. Yes, all three of them. Right. Okay. Um well more or less I was just calling to see if there was another product that I might need to get it out into the garage. The garage is about it's about 35 40 feet away probably from the edge of the house, but I have a note on that end of the edge of the house and um I was just wanting to find out if if that's just too far of a stretch to go another 30 feet past. Um or if there's a way to um to get it out there, you know?
07:00
Speaker 2
They are just inside your house. Right. I see. Yeah, um, based on the records, your router is already out of warranty and, um, it means that it is no longer covered for our free technical support. So we can probably assist you further for $15.
08:00
Speaker 1
like a, a booster, a Linksys booster or something that I might, probably ought to put in the garage. That's kind of my question, if I should just get a Linksys booster or something. [silence] [silence] [silence]
09:00
Speaker 2
Yeah, I can see. What I can suggest is this. What you can do is to turn off your child nodes, okay? And then connect a particular device, whether a smartphone or a laptop to your parent node while the two child nodes are turned off. And then check how far that particular device could go from the parent node. Okay, you can roam around, walk from the parent node's location to any point of your house, so going towards your garage and then determine the weak spot while you are walking around your house or roving around going to the garage. And when you determine a weak spot, that could be the susceptible
09:00
Speaker 1
What 1:3:271 , would one of those linked to boosters or whatsoever, that may work.
10:00
Speaker 2
So you can relocate one of your notes in that particular spot, turn it on and check if that particular node can connect to the parent node. And if it's connected, then you can do the same thing. Just. roam around again going toward your garage and identify a weak spot and then try to relocate the other note or the the third note, or the the second child note to that particular spot and turn it on. And let. try to see if you. if you can get a strong signal or a if that child note, in that particular weak spot, can connect to the network, okay?
10:00
Speaker 1
Better if I just plug it into the garage, would it pick up the current signal that's there and and make it stronger?
11:00
Speaker 2
No. Are you referring to a different device, which is a range extender, not this particular mesh system? Oh, I see. No. No, the mesh system will only work to another mesh. But if you are going to use a range extender, it might not work. I don't know what kind of range extender you're referring to. If it is Linksys, "we don't have range extender".
11:00
Speaker 1
Okay, okay. All right, um, all right. Well that gives me something to kind of work on and and try and see what I can come up with that I was just trying to get better coverage out in my garage. But um, okay. All right, super. I appreciate your time sir. Nope. That's it. Thank you. Bye bye. Bye. [silence]
12:00
Speaker 2
[silence] So if if you may try that but like I mention to you before if if if if uif you are expecting the same uh wifi name conduct uh if if you are expecting expand-ing the Wi-Fi coverage using our range extender. It might not work with the mesh system. You're most welcome. Is there anything else that I can help you with before we end this call? All right. For more details about our products and services, feel free to visit our website, and that would be um wwwlingsys.com/ suppport. And Robert, it's been Dennis again. uh Thank you for choosing links. You have a great day. Goodbye.
12:00