V2 Rubric Detail — 4954a452-6694-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:24
Duration
8m 59s
Contact
Laura Barrett
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133288
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node lost connection
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall37.6% (-2.4)

V2 Grader Summary

The agent began troubleshooting by initiating a factory reset on the malfunctioning child node and confirmed warranty status, but failed to complete essential diagnostic steps, use available tools, or verify resolution. While some ownership and communication were demonstrated, the lack of follow-through, tool usage, and clear next steps left the issue unresolved. The interaction was not abandoned, but fell short of full protocol adherence.

V1 Case Analysis

MX2000 mesh: parent solid blue, child nodes solid pink/purple and blinking red. Agent reset blinking-red node but did not follow KB pairing procedure. Issue unresolved. Recommend full mesh rebuild per universal_mesh_full_rebuild.md.

Troubleshooting Steps
  • Collected serial number and confirmed model MX2000
  • Verified warranty status and parent node online status
  • Instructed reset of blinking-red child node
Key Observations
  • Agent confirmed warranty but did not create HappyFox case (PROTOCOL violation)
  • Agent performed reset without subsequent pairing (KB violation: universal_mesh_node_management.md)
  • No validation of mesh reconnection after reset (RESOLUTION failure)
  • Customer expressed time sensitivity but agent did not adjust troubleshooting pace
  • Email address transcription error not corrected (PROTOCOL/COMMUNICATION failure)
Positive Highlights
  • Confirmed warranty status using serial number lookup (PROTOCOL compliance) [05:00]
  • Verified parent node online status via backend (EFFICIENCY) [07:00]
  • Collected serial number despite customer hesitation (PROTOCOL) [02:00]
Agent Errors / Gaps
  • Failed to provide Pair button or 5-press pairing procedure after reset (KB violation: universal_mesh_node_management.md Section C for Velop MX series) [08:00]
  • Did not validate mesh reconnection after reset (RESOLUTION failure)
  • No HappyFox case created despite in-warranty troubleshooting (PROTOCOL violation)
  • Incorrect email transcription ('gmailfacebook' instead of 'gmail.com') not corrected (PROTOCOL/COMMUNICATION failure) [06:00]
  • Assumed reset alone would resolve mesh issue without KB-mandated pairing (ACCURACY failure)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed resolution of the flashing red or solid purple child nodes; no successful pairing or stabilization was verified.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent initiated troubleshooting by instructing a factory reset of the flashing red node, which is a relevant step per KB; however, skipped essential steps like reboot sequence, dashboard check, or signal test.
R3 Partially Met Correct resolution path conf 85%
Agent confirmed the MX2000 is in warranty and began case documentation, showing awareness of support eligibility; however, did not complete a full troubleshooting path or escalate despite ongoing failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent identified the symptom (one node flashing red, one solid purple) and took action based on it, but did not ask about recent changes, interference, or perform root cause analysis beyond reset.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools such as the router dashboard (http://myrouter.local), speed test, or LED status verification via model-specific guide; relied solely on verbal reset instruction.
T3 Partially Met No misinformation conf 85%
Factory reset instruction (hold until light goes off) aligns with KB for MX2000; however, 'solid pink' is not a valid LED state—correct color is solid purple for setup-ready, indicating a minor technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent collected information and gave an instruction, but lacked clear framing, transitions, or control during silences; did not summarize or set expectations for next steps.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language and repeated some details, but frequent fillers ('uh', 'ah') and lack of comprehension checks reduced clarity; customer had to repeat serial numbers due to ASR issues, not agent error.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent created a case record and attempted to guide the customer through reset, showing initial ownership; however, did not follow through to confirmation or offer escalation when reset failed.
O2 Not Met Proactive follow-through conf 91%
No clear next step, timeline, or follow-up commitment (e.g., callback, escalation) was provided after the reset attempt failed.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed, and the interaction had not yet reached a point where escalation was clearly warranted (e.g., after full troubleshooting).
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 80%
Agent did not explicitly acknowledge frustration, but remained polite and patient throughout; customer expressed surprise about device age without distress, and agent responded neutrally.
X2 Partially Met Tone & rapport conf 79%
Agent maintained a steady pace and allowed customer to speak, but did not adapt to confusion around LED colors or confirm understanding after key steps.
X3 Partially Met Overall experience conf 77%
Customer repeated serial and phone number due to ASR/transcription issues, not agent request; agent attempted to capture data accurately, minimizing avoidable repetition.
Call Transcript16 turns · 17 lines
Speaker 1
[ silence ] Hi, my Linksys, you know the parent mode child node, you know, I'm talking about extender. Like stop working about maybe a week or two ago. So, I disconnected them and tried to like reinstall them, and I'm having a problem.
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. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is I, Saravahi.
00:00
Speaker 1
It says that the parent node is connected and the light is blue, but the two child nodes, one is solid pink and the other one is flashing red.
01:00
Speaker 2
Uh, can you provide me the serial number one of your longoos? They don't have, they same serial number, but it's fine to just provide me one. Uh serial number. Uh huh. All right, so. Let me verify again. The serial number is 50 Dave. 10 May. 26 [whispering] Charlie.
01:00
Speaker 1
[silence] out to eight, the part with the word that gave? I didn't hear that word. 2810 D like David. 10 M like Michael, 26 C like Christopher, 28964. Okay. Great. Yeah. One being the parent and two children. I think that's all I have. Did I miss one in the house that I just got about? Sure. model number is M like Michael X like Xavier, 2000.
02:00
Speaker 2
28964. Two. 28964. Yes. That's right. OK. You have a total of three nodes. No. One parent node and two child nodes. May I know the model number of these nodes?
02:00
Speaker 1
I don't think it's been a year yet. I mean, I don't really remember exactly when I got it, but I registered it so you should be able to find it in the registration thing. I don't think it's even been a year. Right. I had you you guys helped me set up the whole thing. Um, okay, let me see. The parent serial number is 50 David, 10 Michael, 2 6 Christopher, 3 0 423. [silence]
03:00
Speaker 2
And how long have you been using this? Uh, can you provide me another serial number, because we don't see the registration of the...
03:00
Speaker 1
And let me give you my phone number, this. I'm worried because the internet in my house is poor, especially now that I don't have these working nodes. If we get disconnected, if you can call me back, we won't have to start from scratch with somebody else. Do you have my phone number there? Yes. That's it. Just in case we get disconnected, because I'm worried without the internet, we might I'm on a cell phone, we might lose each other. Okay.
04:00
Speaker 2
Yes, your phone number is 191 445674 9003. Hmm. Okay. I get the, the data for your, the serial number of your parent node. And it shows you that it was. [silence]
04:00
Speaker 1
[silence] No way. Three years ago? No way. Do you know I got this? I don't think so. Are you sure? When is it? Yes. And I sure that's when I, God, it doesn't feel that long ago. I would have thought it was like a year ago. So that, you're sure that's when, you guys helped me set up and not like when Best Buy got the delivery of that item? I'm like, I wouldn't be sure. Yeah? Okay. So, is this normal? Oh. Oh, good. Okay, thank you. Thank you. I can't believe I've had them three years. I feel like it's not even a year. Like time just goes so darn fast, it's terrible.
05:00
Speaker 2
in 2023 that you had this lowercase. Yes, it says here the WiFi name is for our pool kind Wi-Fi. Yes. It's 2000, yes, 2023. Um, but that's fine because this MX2000 have a three-year warranty. So it's still, uh, in warranty. All right. I'll create first a record for you. L L-O-R-A And Barras. Laura, L-A-U-R-A And your last name, B-A, R-R-A-T. T. Alright, Barrett. Laura Barrett. Alright, thank you, Laura. Uh, on your email is, the one here on the data is L B M-O-M-O, L, last at G mail facebook, is that it? [silence]
05:00
Speaker 1
Mom Of Four. Everyone says mo, mo for some reason. I have four kids. So it's L.B. mom of four. Yeah. Mm-hmm. Xfinity. That's what it looks like. Hello. Yeah, just the two. One is blinking red. One is solid blue. Uh the parent is solid blue, correct? They are. We're all we're all within three feet of stuff.
07:00
Speaker 2
Aha, yes. All for I. See. Right. And you're Internet service provider. What Okay. Ah, the status of your mesh shows you that it's online. So, your parent node is still connected and online. So, only those two. Mm-hmm. All right. And your parent node is showing a solid blue light, right? Okay. So, I need you to bring those two child nodes, Laura, beside your parent node so that we can add those two child there. All right. So, you mentioned... Okay. You mentioned that one of...
07:00
Speaker 1
Yes. Yes. Okay. Okay, hold on, let me turn it upside down and stick something in there. Okay, how long do you want me to hold it in for? Okay. Right now it's flashing red. As I'm holding the button in, it's flashing. Oh, it went off. Okay, so I'll release it. It's now off. Okay. Okay, it's on now and it's
08:00
Speaker 2
the Charlie node is showing a solid purple or pink light. So that's already been reset? The other one is still blinking red, right? We need to reset that, uh, the one that gives a blinking red light. Press and hold the reset button. Hold it until its light, uh, went off. Once the light is off, you can release. Okay. Now let go since it's off. And let's just wait for it to slide slide, to turn back on. Uh, [silence]
08:00