V2 Rubric Detail — 4b9b3420-8164-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:18
Duration
19m 10s
Contact
908-832-8908
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00131264
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Node Disconnected_MX4200

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall85.2% (+19.2)

V2 Grader Summary

The agent successfully resolved intermittent Wi-Fi connectivity by guiding the customer through password recovery, signal-strength verification, and the correct 5-press pairing method. The customer explicitly confirmed Wi-Fi restoration. While communication had minor gaps (e.g., silences and jargon during app login), all technical actions were accurate and outcome-driven, with no critical failures warranting auto-zero.

V1 Case Analysis

Customer recovered router access via recovery key and re-paired child node using 5-press method after power outage. Internet restored, nodes solid blue.

Troubleshooting Steps
  • Guided password reset using recovery key via local admin page
  • Instructed 5-press pairing on parent router to re-add child node
  • Verified node status and signal strength through Linksys app
Key Observations
  • Agent correctly applied recovery key process and 5-press pairing method, resolving connectivity issues
  • Unnecessary focus on Linksys app caused delays when direct web UI access would have been more efficient
  • Agent did not confirm router model or collect serial number, a protocol requirement for mesh troubleshooting
Positive Highlights
  • Demonstrated patience and empathy throughout the call, allowing customer to navigate technical steps
  • Provided accurate technical guidance on password recovery and mesh node pairing that restored service
  • Confirmed internet connectivity and node status before closing the call
Agent Errors / Gaps
  • Failed to confirm specific router model number before troubleshooting
  • Insisted on using Linksys app despite login failures when direct web UI access (http://192.168.1.1) was available and more efficient
  • Misstated 5-press pairing as 'five breath' during instructions (though correct action was performed)

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms: "I think we got it… thank you for giving us Wi‑Fi connection again" after agent’s steps.
R2 Met Diagnostic thoroughness conf 90%
Agent guided through power-cycle, password reset, app login, signal-strength check, node relocation, and 5-press pairing — all relevant and logically sequenced steps.
R3 Met Correct resolution path conf 90%
Agent correctly applied 5-press pairing for Intelligent Mesh, advised on signal thresholds, and used appropriate recovery path for password reset — aligned with product status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified LED behavior (red/blue cycling), asked about distance (25 ft), checked signal strength (-55 dBm, -84 dBm), and inferred instability due to power outages.
T2 Met Appropriate tools / resources used conf 85%
Agent used the Linksys app to check node signal strength and leveraged the router’s built-in password recovery UI — both appropriate tools and correctly interpreted.
T3 Met No misinformation conf 95%
Agent accurately described LED meanings (solid blue = online), correct 5-press pairing procedure, and valid signal thresholds (excellent: 0 to -60 dBm).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control but had unexplained silences and unclear instructions (e.g., "five breath") during app login confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used accessible language but introduced jargon ("recovery key") without consistent comprehension checks, especially during app navigation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding password reset and node re-pairing.
O2 Partially Met Proactive follow-through conf 70%
Agent gave immediate next steps (reset, move closer, 5-press) but did not set a timeline for follow-up or offer a callback.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced or observable; appears to be a first-time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed appreciation, acknowledged customer’s patience, and maintained courteous tone throughout, even during technical setbacks.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer’s pace but did not adjust communication style after repeated login issues; continued same approach despite confusion in app.
X3 Partially Met Overall experience conf 70%
Agent reduced effort by guiding remote actions but required customer to navigate app independently and repeat login attempts without direct intervention.
Call Transcript32 turns · 35 lines
Speaker 1
This is LinkSys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a LinkSys specialist. Hello, good day, this is Eppy from LinkSys. I'm calling for Jonathan Haldeman. Yes, hi, sir. Modem. Okay, I see. [silence] Okay, so the internet is back. Okay. All right, is that on both parent node and child note? The parent node light right now and the child note, they're both solid blue, right? Okay. All right. [silence]
00:00
Speaker 2
Yes. Yeah, sorry. When I disconnected the, the main modem, it also disconnected our phones. And the good news is that it did restore the internet to what I'm calling home fi, which is the Link's unit. So now at least we have internet. Yes, the internet is back. Yay. Say that again. There that's correct. It took a minute, but yes. [silence]
00:00
Speaker 1
You're in there, right? Now, you return those church thorators, Jonathan. Yes. Yes, we'll wait for it to turn solid blue.
01:00
Speaker 2
So I can put it back in the right place. Okay. Let me do that. Hold on. Okay. bring it back. And at the moment it is that, you know, dark blue. Now it's blinking blue-ish.
01:00
Speaker 1
How far is that from the parent node? 25 feet. So that's the the node which is near to the parent. Yes. And that's the child?
02:00
Speaker 2
You'll see this blinking red thing at the moment. I'd say about 25 feet. Yeah. So so I I have two child nodes and one parent and it
02:00
Speaker 1
Exactly can we yeah can we make sure first? it solid red? Okay yeah that's that's actually its behavior yes So yes we'll observe it for a minute, okay? um we'll check if the the light will change Okay. Okay so you have the Wi-Fi now. Can we install the lynx app please so we can check the uh the signal, okay? uh that would be on the computer. So just uh
03:00
Speaker 2
say that again. It's blue now, by the way. [silence] Oh, it it went back to it went back to red by the way. It's now red. Uh, it it was solid red, but then went back to blue. So it did that one second red thing. Yeah, sorry. Um, Good. I I think it's actually connected now and it looks like I have the Wi-Fi here. Yeah. Sure. Sure. Uh on my phone or on the computer? Okay, let me let me let me get the let me get the computer.
03:00
Speaker 1
um, yeah, not a problem. Sir. Um, well, I, I thank you for giving that idea that you, uh, need to turn on, turn off the modem. Um, yeah, because, uh, um, I was actually, I was, uh, about to say that, um, it's already online, cuz, it's already solid blue. The light, the, the light says it's solid blue, that means it's online. So, okay. Okay, um, we'll just use the phone instead. So, is your phone connected to your network? Okay. Uh, can we install the Linksys app, please?
04:00
Speaker 2
Let me go right to the computer. Well, I'm very happy we have the internet back, so thank you. Great. All right. So, so now I'm on the computer and I'm a, I'm looking for my router local, is that what I'm, tell me what I'm looking for. Okay. Yes.
04:00
Speaker 1
So just go to, is that an iPhone? Yes, on the App Store, just search for Linksys. It's installed. Okay, we need to turn off your cellular data sir. It should be the Wi-Fi. Okay. We need to use the Wi-Fi only.
05:00
Speaker 2
Sure. Let me let me let me see if I have let me see if I have it. I'm on an iPhone. Linksys app. I I I actually think it's installed here, Linksys apps. Let's just see. I've never used it, but yes, hold on. Uh I might have tried to do this the last time. Yes. I do have the app. It says local network background app refresh cellular data. And it's turn, off cellular data. And now now my phone is being funky. Hold on one second. Uh because it says I'm on SOS only. Which is bizarre. says I'm on Wi-Fi, home fire. Okay. Sorry, let you me go back to Linksys. Getting router settings. error. You haven't added a router or mesh wi-fi system to your account. Let's fix that. What do you want to do, add an existing router? Okay, power on your router or mesh, connect to its wi-fi name, which I did. Tap the button below, find my router. Looking for my router.
05:00
Speaker 1
Okay. Um, Do you see account option there when you open up the Linksys app? Just go to account, Log out. Yes, Log out. manage settings at home. It's asking for the router password. [ silence ]
07:00
Speaker 2
oops, something went wrong. we can't detect your router. want to talk? call us. let's go to that. uh. you haven't added a router. Let's see, I have to log out. Should I do log out? Okay. uh manage settings at home or away from home. Email address. password for um, I'm doing what? Right. This this password for and okay. And I'm going to log in. connecting to my router. uh manage uh router.
07:00
Speaker 1
Okay, can we log in using the router password instead, sir? Not the email address and the password. It should be the router password. No, no. Yes. Select manage. Below that, do you? Yeah, router password. [silence]
08:00
Speaker 2
It looks like your email and password don't match. Try again. Reset your password. Uh, okay. Okay. Okay, sure. All right, so let me let me all right. So should I do setup a new Wi-Fi network? No, um manage your Wi-Fi and enter. So enter the email address would be what just the router? Oh, router password. I see, I see. Router password. Let's do that. All right, so then let me get that back from here. Of course, these things are so well. uh
08:00
Speaker 1
If it doesn't accept the password, sir, you may try reset password. Okay. Let's just uh
09:00
Speaker 2
V2W Oops Router password VIEW VIEW Q Let me try and 10 say you. Incorrect password Try again in three seconds. incorrect password Try again in three seconds So what should I do?
09:00
Speaker 1
It's okay. Actually, sir, we're not going to be using the Linksys Cloud account, the Linksys Smart Wi-Fi account, because that has been discontinued. So, we'll be using the local account, which is just the user, I mean, the router password. So, yeah, since the password is not working right now, do you have an option there, reset password? Yes. Just press reset password, yes, and it will ask for the recovery key, which is underneath the parent node. [silence]
10:00
Speaker 2
The system might have been on my wife's email, which is maybe what the [problem] is. Okay. Okay. Okay. Okay. Yes. Should I hit that? Recovery key. Okay. Recovery key. Eighty two four one. Eighty two four one. Eighty two four one. The account holder will be noti-, router password has changed. Continue. Enter new password. Uh, must be at least 10 letters. Uh, so let's just look at it at least. Come on, show it to me. Uh, oh, play. Show, um, a 44 and a dollar sign. We need something special. Okay, and then eight is easy. 10, nine, eight, seven. And, um, four, four, and then special. Good. And then submit. Continue submitting. Um, submit. Check it again and it continues and m you're connected. But the one time we didn't check it, it didn't work. your password can't have the same character twice in a row. Okay. Thank you very much for telling me at the end. Oh, I spelled the second one right. Hint. password hint. Oh. Oh, I see. Home. I see. Submit. Getting router settings. Save password. Save. Okay, HomeFi internet online four nodes.
10:00
Speaker 1
OK, so tap on the nodes. OK, you see there the nodes, right? Yes. Tap the nodes and you may, yeah, you may tap each node, check the signal's strength. Do you see signal strength? Did you tap on the parent node or the child node? Yeah, it should be the child node because the parent node is hardwired. So,
13:00
Speaker 2
Excuse me, 12 devices, Jonathan's iPhone. Okay. What do we need to do now? I see. Tap on the four nodes. Yep, four nodes. Okay. Okay. So library is where we are. It says connected, internet, serial number, model number, firmware version, up-to-date, IP address, LAN. And I don't see anything. I don't see any signal strength indication. I tapped on the oh I guess the parent, so let me look at the child. Okay, so
13:00
Speaker 1
minus 57, yes, that's still in a good signal, uh excellent signal. Okay, because the excellent signal is 0 to -60 dBm. minus 55, yeah, it's still an excellent and good signal. Yes, it's still excellent and good. Yeah, why, why don't we. yes. Oh, Okay, I see. So, there's like, power outage. I thought that, uh, yeah, there's really no, like, um, any, any, any
14:00
Speaker 2
uh okay and let let me look at the other one and the other one that was giving us the problem was -55 d b m. it's still good, right? okay, that's good I I just think what hap what happens is when because we we are our electricity goes out a lot here and then we we have a generator um because we're at the end of the line in the country, so that that's what jolts the system and makes that unit just got wacky
14:00
Speaker 1
Any major problem, there's something major cost that's uh, I mean, uh, event that's causing your, your nodes to stop working. So, does that keeps on happening? Oh, I see. That's not, it, yes. It's uh, actually poor-fur. Yes, uh, negative 70. Eight below, that's already in the poor level. So you might uh, yeah, you might considering um, you might consider uh relocate that node, because that's really too far. Yeah.
15:00
Speaker 2
Right. Now, now the one I will tell you the one that's furthest away it's in another building is at minus 84. Um, that's not, that's not great, but Right. Yeah, it's uh well it it's been sort of working enough for the it's it's in our guest house. And so uh unless I bring in another modem, it's there's not much I can do about that one. But that's that hasn't been, that hasn't been the problem. [silence]
15:00
Speaker 1
Okay. Yes. So all the notes are online. So what we just actually did was we pressed the reset, the, we did the five breath, so pressing the reset button on the parent node five times. That is to pair your child node back. It's to add the child node back to the system. So, well, at least five to six feet away, sir. You need to be close to the parent note. No.
16:00
Speaker 2
[KEEP_UNCERTAIN] it's just been making sure that we have everything in the house. Um, But I think that's everything, right? So the so, um, okay. Um, I I think we're Yeah, and and what and what position does the child node need to be to accept that? another Well, right, but I mean in other words, so let's say I disconnect the child mode, I plug I plug it back in and it doesn't matter what state or what light is on it. As long as I start with the parent, then it's okay. Or or what what do I have to do?
16:00
Speaker 1
You need to reset. Yeah, if it's, if it's solid. Yeah. Um, if, if the child node is actually blinking red. Okay. If it's blinking red, you might consider, um, power off the child node for a minute and turn it back on. Okay. If, if, if it won't really change the light, if it, uh, if it doesn't turn solid blue. Okay. Then you may try resetting it to factory defaults, sir. Um, move it close to the parent node, reset to factory defaults and do the perform the five breaths on the parent node to pair it back. Okay? So that's what you're going to do. Um, no, not a problem. I appreciate your patience. Okay. Well, you did a great job, sir, Jonathan. And by the way, sir, yeah, let me verify your email. I wasn't able to verify your email address earlier. Is it Jonathan, your first name? J O N A.
17:00
Speaker 2
Anything to the child node, I need to reset it. Okay, I've filled it. Got it. Perfect. All right, I think we got it. I so appreciate your patience and your help tonight, and thank you for giving us Wi-Fi connection again. Thank you. Sure. [silence] Yes.
17:00
Speaker 1
okay then. Well, I do hope you're happy with our service. So this is Epi again for um your friend. Thank you for calling Jonathan. You do have a great night, sir. Oh no, no, not a problem. Thank you. Bye-bye. Take care.
18:00
Speaker 2
Correct. [silence] Oh, that is correct. Absolutely. [silence] Okay. [silence] Thank you and thank you for calling back. [silence] I appreciate it. Take care. [silence] All right. Thanks. Bye-bye. [silence] Bye-bye. [silence]
18:00