V2 Rubric Detail — 4ff09a38-7075-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 09:07
Duration
10m 23s
Contact
Ben Tallentire
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134732
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child nodes
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall61.6% (+3.6)

V2 Grader Summary

The agent achieved resolution as both child nodes turned solid blue and were confirmed working. However, the path included technical inaccuracies: referencing a non-existent 'pink' LED state and applying the 5-press method to Starhub-provided SPNM6x/E9450-SG models, which require the Pair button or web UI. No diagnostic tools were used, and foundational model verification was skipped, undermining technical accuracy despite the successful outcome.

V1 Case Analysis

Customer added two mesh child nodes. Performed factory reset, then 5‑press pairing on parent. Both nodes turned solid blue and are now online.

Troubleshooting Steps
  • Instructed customer to perform a factory reset (hold reset until solid blue).
  • Guided customer through the 5‑press pairing method on the parent router.
  • Confirmed that both child nodes displayed solid blue after pairing.
Key Observations
  • Agent incorrectly stated that solid pink/purple indicates setup mode, when the correct color for Cognitive Mesh nodes (e.g., MBE7000, MX6200) is solid blue (02:00).
  • Agent failed to collect the product model number, a standard protocol requirement for mesh troubleshooting.
  • Agent asked about the customer's phone OS (06:00), which was irrelevant to the node pairing process and added confusion.
  • Despite inaccuracies, both child nodes successfully paired and showed solid blue, confirming operational success.
Positive Highlights
  • Provided correct factory reset instructions: hold reset until solid blue (01:00), aligning with KB guidance (universal_factory_reset.md).
  • Correctly applied the 5-press pairing method on the parent router (04:00), which is valid for models like MX6200/MBE7000 (universal_mesh_node_management.md).
  • Confirmed successful pairing when both child nodes turned solid blue (07:00), matching KB-defined success state (led_cog_mesh_group_a.md).
  • Maintained a polite and reassuring tone throughout the call.
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed solid pink/purple indicates setup mode (02:00), but per KB (led_cog_mesh_group_a.md), Cognitive Mesh nodes like MX6200/MBE7000 show solid blue when ready for setup.
  • Failed to collect product model number, violating standard protocol for product-specific support.
  • Asked irrelevant question about phone OS (06:00) without linking it to troubleshooting, adding unnecessary complexity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms both child nodes turned solid blue and are working, indicating successful pairing and resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated troubleshooting with reset and pairing steps but failed to first confirm device model, firmware, or current LED state — skipped foundational diagnostics.
R3 Not Met Correct resolution path conf 90%
Agent applied 5-press method despite customer revealing the nodes are Starhub-provided (E9450-SG or SPNM6x), which require web UI or Pair button; this is a documented-inappropriate method per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified flashing lights as an issue but did not ask for exact model, setup history, or verify if nodes were previously used — missed key diagnostic inputs.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools (e.g., web UI at myrouter.local or myrouter.info) to verify node status, despite customer having iOS device capable of access.
T3 Not Met No misinformation conf 95%
Agent referred to 'solid pink or purple' as a valid LED state — no Linksys model has 'pink'; also incorrectly recommended 5-press for SPNM60/62/Starhub models, which use Pair button or web UI.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but allowed multiple long silences and did not clearly transition between steps, disrupting call flow.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s level, asked about phone OS, and confirmed understanding; tone was accessible and clear.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through until nodes appeared online.
O2 Met Proactive follow-through conf 90%
Agent confirmed nodes were online and advised customer they could now relocate them, setting clear next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly expressed empathy ('I understand', 'rest assured', 'thank you for your patience') and maintained professionalism.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, used friendly tone, and checked in on progress naturally.
X3 Partially Met Overall experience conf 85%
Agent required customer to perform multiple manual resets and pairing steps without leveraging web UI or app tools that could have reduced effort.
Call Transcript19 turns · 19 lines
Speaker 1
This is. Technical support calling. This call is recorded for quality assurance. Please hold as we connect you to specialist. Hello sir. Oh hi sir. Yeah. Uh-huh. Uh, no worries sir. And thank you. You're most you're most welcome and thank you again for answering my call. So, uh, going back to the, have you already move or placed the child node next to the parent? I see. Uh, got uh, is it a good idea. Uh, our next possibility is to reset. The. Yeah.
00:00
Speaker 2
Hey Josh. Yeah, I'm sorry man. I don't know. Thanks for calling me back. I tried to get you. Yeah. Uh I have and they're both flashing orange, which means that it's not good. But uh there's something else I have to tell you is that I couldn't call you back then cuz I don't I I've just gone to um uh I'm not using my home wi-fi. The home wi-fi seems to be cutting in, cutting out. So that it could be a it could be another problem.
00:00
Speaker 1
Yes, correct. I understand. However, rest assured that I will do everything I can to fix the issue and for that issue, we might need to further isolate that one. So for now, let's focus in adding the child nodes to the network. So again, the lights on the child nodes are still showing like flashing red or flashing amber, correct? Yeah, we might need to reset those child nodes. So for a reset, you may simply press and hold the reset button and do not release it until you see the solid blue light.
01:00
Speaker 2
you know what I mean? okay okay correct okay
01:00
Speaker 1
Uh-huh. Yesterday. So, yeah, once the child uh-huh, so right now, so if you are, like, if you're done resetting the child nodes, we will wait for their lights to turn to solid pink or purple for that indicates that we are already on setup mode.
02:00
Speaker 2
Okay, one is done. And obviously to both of them.
02:00
Speaker 1
that's great and by the way were these nodes also provided by Starhub okay all right got this one sir and yeah thank you so much for that information as well and this is the first time that you are trying to connect them to the network correct that's brilliant and again no worse and again sir the light on the main apparent is still showing solid blue correct excellent so let's now try to [ silence ]
03:00
Speaker 2
and bought them.
03:00
Speaker 1
add this child note. So on the parent or main note, kindly press the reset button five times within five seconds. So it's like press, release, press, release five times. Uh huh. Thank you. And let me know once done. Flashing white on the main note, correct? that's great. Yeah, that means that uh huh. Another. Uh huh. And what about the child note? Uh huh.
04:00
Speaker 2
[silence]
04:00
Speaker 1
yes. traveling side of the phone that has the links is at like is it an Android or ios iPhone? Thank you so much for that one. and and I I assume the phone is currently connected to the main nodes network. Right. I And uh, yeah.
06:00
Speaker 2
[silence] Highland. Uh I for Ireland, R for Rome, E for England. Tallinn, Tallinn, Tallinn, Tallinn, Tallinn, Tallinn. Yeah. [silence] It's iOS. Uh, yep. It's no, I've actually turned it off to speak to you. I I can turn Wi-Fi back on if you wish.
06:00
Speaker 1
[silence] That's great and yeah and alright, that's great to know. However, sir, yeah. However, let's wait for another minute, okay, just to be sure that they are already working properly. Thank you. That's correct, sir. So this child nodes will act as a booster to your main network, so since all your three devices use a mesh technology
07:00
Speaker 2
previous previously it was on the, yeah, on the. On Wi-Fi. Okay, so one of them has turned blue. And the, uh, they both turned blue. Both, okay. Yeah. Okay. So does that mean, theoretically, that these two nodes are now connected to the main, the main Wi-Fi? Is that, is that correct? Okay. Yeah.
07:00
Speaker 1
[DOWNWEIGHT] Yes sir so you can always.
08:00
Speaker 2
I see, which I don't know. But okay, but it doesn't really matter now. Okay, I get it. Um, so, when I unplug these and the the two um, nodes, when I unplug them and put them somewhere else, will they just connect naturally now to the main router or whatever? Yep. Perfect. I should've just called you guys right from the beginning.
08:00
Speaker 1
I understand sir. Yeah. Yeah, don't worry, sir. Like for future reference, if you need further assistance, just feel free to give us a call and rest assured that we are always happy here to Ssi. You're most welcome sir. And, by the way, sir, since this child nodes are already working or online, you may now unplug and relocate them and let's fix or would you want me to help you on how to log on into the links app? So that you can man. Not really, sir, since we have already added the child nodes. I very like for future reference. I understand sir. Got it, sir. And yeah, again, thank you so much for your thank you so much for your cooperation and patience. All right.
09:00
Speaker 2
[silence] coming. That would have been a lot easier. Yeah. Okay. Lovely. I really appreciate all your help. Thank you very much. Well, do I need to do that now? Buddy. Um, no, I'm just going to call you guys straight away. Yeah. Yeah. I thank you. I really appreciate it. [silence]
09:00
Speaker 1
You're most welcome, and thank you so much for your appreciation, and thank you again for calling T-Mobile. You have a great day, sir. Bye, for now. Take care.
10:00