V2 Rubric Detail — 515cd274-719c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:19
Duration
22m 24s
Contact
Matthew Burkholder
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135012
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect technical guidance by instructing the customer to reset the main node to pair a child node, which contradicts documented KB procedures for MX4200 (5-press method required). This is a critical accuracy failure.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-62.0)

V2 Grader Summary

Although the child node eventually showed a solid blue light, the agent used an incorrect pairing method (resetting the main node) instead of the documented 5-press procedure for MX4200. The resolution may be temporary or coincidental, and the agent failed to use proper diagnostic tools or accurate technical steps, resulting in a partial resolution with critical technical inaccuracies.

V1 Case Analysis

Customer reported MX4200 child node flashing red/blue. Agent guided hard reset; node reached solid blue. Incorrectly advised pressing parent reset button for pairing. No verification of internet or backhaul connectivity. Call closed without full confirmation.

Troubleshooting Steps
  • Collected model, serial, and number of nodes.
  • Instructed hard reset of the child node (reset button hold until LED off, release on blue).
  • Waited for node to stabilize and checked LED status.
  • Incorrectly instructed customer to press parent node reset button to initiate pairing.
  • Observed node transition to solid blue.
Key Observations
  • Agent correctly performed the hard reset procedure on the child node, leading to solid blue status.
  • Agent incorrectly instructed the customer to press the reset button on the parent node to initiate pairing — this is not the documented method for MX4200 (should be 5-press or web UI).
  • No verification of internet connectivity or backhaul stability was performed after the node appeared connected.
  • Call lacked documentation of a case/ticket number despite collecting customer details.
Positive Highlights
  • Collected essential device information (model, serial, number of nodes) and customer contact details.
  • Guided the customer through the correct hard reset procedure for the child node.
  • Provided accurate guidance on ideal node placement distance (30–60 ft).
  • Maintained clear and professional communication throughout the call.
Agent Errors / Gaps
  • At [16:00], incorrectly advised pressing the parent node's reset button to initiate pairing. According to KB (adjacent_device_setup_scenarios.md and universal_5press_models.md), the correct method for MX4200 is the 5-press method or web UI — not a single reset press.
  • Did not verify that the node provided internet access or maintained a stable backhaul connection after reaching solid blue.
  • Did not document a case number or confirm that a support ticket was created.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms the node is now solid blue and says 'It's been solid blue for a bit now... I appreciate the help.' Agent confirms the node is connected and can be relocated.
R2 Partially Met Diagnostic thoroughness conf 97%
Agent instructed a hard reset and re-pairing, but incorrectly told the customer to press the reset button on the main node to initiate pairing. For MX4200 (Intelligent Mesh), the correct method is the 5-press pairing, not resetting the main node. This skips a documented, reliable procedure and risks configuration loss.
R3 Partially Met Correct resolution path conf 95%
Agent chose a reset-based path, which is acceptable for an unresponsive node, but failed to use the correct pairing method (5-press) for the MX4200. The path was partially correct but not fully aligned with model-specific best practices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptoms (flashing red/blue) and asked relevant questions (distance, reset attempts), but did not ask about prior firmware updates or configuration changes that could explain the failure, nor did they verify the parent node’s status or firmware version.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied solely on physical reset and visual LED cues but did not use the router’s web interface (http://192.168.1.1 or myrouter.local) to check node status, logs, or mesh topology — a key tool available and necessary for diagnosing pairing failures in Intelligent Mesh systems.
T3 Not Met No misinformation conf 98%
Agent instructed to 'press the reset button of the main node' to pair the child node. This is incorrect. For MX4200 (Intelligent Mesh), pairing is done via 5-press method, not resetting the main node. Resetting the parent risks unintended configuration loss and is not the documented procedure.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, set expectations, used timers, and guided the customer step-by-step through the process without losing direction.
C2 Met Confirmed understanding conf 94%
Agent used clear, plain language, repeated steps when needed, and confirmed understanding throughout the call.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: wait 5 minutes after relocation to ensure stable connection, and confirmed resolution before ending the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent opened with an apology for the issue and maintained a polite, professional tone throughout.
X2 Met Tone & rapport conf 93%
Agent adapted to the customer’s pace, repeated instructions when the node state changed unexpectedly, and remained calm and solution-focused.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, used provided serial numbers efficiently, and moved directly to troubleshooting after initial data collection.
Call Transcript38 turns · 41 lines
Speaker 1
Well, so. [silence] I think there's a [silence] Don't explain it though. Don't [silence] Donnie's play. Don't explain it ever. Donnie's play. [silence] What? Shut. [silence] I'm at show. Plain one. [silence] I'm go. I hope you're in here. [silence] by me. How are you? [silence] Hi, uh one of my mesh routers stop connecting.
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 one now. For out of warranty products paid support-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. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you with today? I do apologize to hear that want, but nevertheless, let me assist you with concerns. [silence]
00:00
Speaker 1
it's called the clock and a light now it started intermittently flashing red light and blue light. I don't know. it's been a few months I've had it disconnected. I haven't had a chance to call anybody about it. Yeah, model number is MX 4200C. And the serial number is 38U 10M5BB47544. I just have two.
01:00
Speaker 2
when did you observe that this mesh router disconnected or stop working? Okay, Can you provide the model number and the serial number of this Linksys router, sir? Yes, please. All right, and how many lynks as router do you have Sir?
01:00
Speaker 1
That's correct. Wal I'm gonna have a plug Done I'm gonna do that now I guess. I tried to reset it and reconnect it and I Was basically never able to do it. But so it's just starting up now the folding blue. Yeah I did months ago when I was first troubleshooting it.
02:00
Speaker 2
all right. so, two links is router. so the main node is working, only the child node is not working. all right. and what's the light status of this child node right now, sir? all right. and well doing it for a main know what troubleshooting have you done so far with this child node. all right. so you just unplug and replug it. Um did you press the reset button, sir? how long did you press the reset button?
02:00
Speaker 1
Maybe, I tried to add it back through the app. But it won't connect. Uh yes. It's 38U.
03:00
Speaker 2
[silence] Rest set. What about now? And how far is it from the main node right now? Three feet away. Okay. Okay. So when you pressed the reset button that time, sir, how did you add it back to the network? Alright, alright. Okay. Can you please provide the serial number of the main node as well?
03:00
Speaker 1
1 0 M 5 BB 46 501. it's blinking blue again. okay. that's back to blinking red again.
04:00
Speaker 2
Got it, all right. And the light status of this shell node right now is still blinking red. So let's give it about two to three minutes, sir, and let's wait until the light status is stable. So I will set the timer here. And also, sir, when did you purchase this?
04:00
Speaker 1
I honestly don't remember. Uh, Xfinity. Yes. It's Matthew Burkholder, B-U-R-K-H-O-L-D-E-R. email address is MSB.
05:00
Speaker 2
the device there, can you still remember it? [silence] [silence] [silence] the list of your name? No your internet service provider? [beep] and also those who are waiting for that one to have a stable light [00:01 SOT {Start of Text>> ] Is it your first time calling Linksys, sir? [00:06 SOT ] So since it's your first time calling Linksys, I need to gather some information here for me to create a quick record for you. Kindly provide your first name and last name and also your email address. [00:17 SOT ]
05:00
Speaker 1
uh seven eight emil this was just blinking blue and now it's back to blinking red again. That's kind of what it was doing when I stopped it. uh straight to the wall uh. Okay.
06:00
Speaker 2
at me.com. Got it. Thank you so much for providing me all the information there. Can you tell me now, what's the light status of this child node? Part. All right. And is it com is it connected directly to the power source sir, or is it connected to the power strip? Straight to the wall. All right. So, sir, we will do a hard reset on this child node. Hand-y press and hold the reset button sir, until the light went off and release once the blue light is showing.
06:00
Speaker 1
Okay, it's just a solid blue now. not well. It's flashing again. It went off and then it turned solid blue and then it went back to blue flashing. I did. You want me to hold it again? Or?
07:00
Speaker 2
all right, did the light go off already, sir? all right, all right, did you release the reset button already? okay. no, um, let's wait for two to three minutes. all right, since you reset that one, let's wait for two to three minutes, um, because that device is still starting up.
07:00
Speaker 1
It's back to flashing red again. It's solid blue now. Solid blue. Flashing blue. Back to all blue, back to flashing again. Solid blue now. okay.
08:00
Speaker 2
All right. On DM, I mean, on your phones, we're trying to check your phone, go to the Wi-Fi settings in your phone and see if you can find the default Wi-Fi name of this child node.
10:00
Speaker 1
Um and right again. Of the note itself? No, it doesn't show up. Yeah.
11:00
Speaker 2
[silence] [silence] All right, did you find the um default wifi name of this child node, sir? Under the available networks? A yes, sir, the node itself. This child node.
11:00
Speaker 1
Yeah. right now it's blue. it was just red a second ago. it's kind of what it was doing because I used to have it in my bedroom and I wake up because the light would start flashing red. nine, oh it's back to red again. [silence]
12:00
Speaker 2
right it doesn't show up. And the light status of the child node is still um blinking back and forth to solid blue to solid red, I mean blinking red to blinking blue. Mhm. I hear it.
12:00
Speaker 1
Yeah, it's blinking blue right now.
13:00
Speaker 2
l Momage here. All right. So is it so blinking right now, sir? Thinking good. One last time, sir. Kindly press the whole reset button again until the light went off. One last time. All right. Release, please. Okay. And let's wait for another two minutes. [silence]
13:00
Speaker 1
Oh, now it's uh, like purple. And I see it. Yep. And I see it on the networks Y five. Yeah.
15:00
Speaker 2
All right, it's now solid purple. Let's see. Okay, got it. So since it's now solid purple, it means it's properly reset. So the next thing you need to do, sir, is... It's 3 feet away from the main node, right?
15:00
Speaker 1
ok one two three four five it's white blinking white yep now it's blue
16:00
Speaker 2
or the parent node. So the next step you need to do is kindly press the reset button of the main node. All right. it all right. How the main node is linking white. How about the child node?
16:00
Speaker 1
It just went from purple to a blinking red. Okay. Okay.
17:00
Speaker 2
all right, that means now, it's now communicating to the main node. So, let's give it about three to five minutes and I'll set the timer here in my app. And, if it's successfully connected, then the light status of this child node should turn solid red.
17:00
Speaker 1
Ready? Good one. Yeah. Yeah. Well, it looks like it might have connected. It's all blue now. [silence]
18:00
Speaker 2
So, let's wait, sir, for a minute or two just to confirm it will stay solid blue. It will go back to solid red. All right. All right. So, let's wait for a minute or two, sir.
19:00
Speaker 1
It might be good. It's been solid blue for a bit now. Yep.
20:00
Speaker 2
All right. So, is it still saw enough Sir? All right. So, that's good to hear. So, since it's still sawblu Sir, and it's the.
20:00
Speaker 1
Okay. Ugh. It's actually not too far. It's, so I had it upstairs but it was relatively close uh cause it was basically just a floor below it. Um, yeah, so it might be like 25 feet at the most but probably not even. Okay.
21:00
Speaker 2
in two minutes already, then it means that it's already connected to the network and you may relocate now this child node to the area you want to relocate it. And just to confirm, sir, how far is it from the main node, sir, if you will relocate this one? What's the distance? Alright. So yeah. Uh-huh. I see. Alright. That's good. Because the ideal distance is in between 30 to 60 feet and maximum of 80 feet away from each other. Alright. So yes, you may relocate this one. Is there anything else I could assist you with other than this? [silence]
21:00
Speaker 1
No, thank you so much for the help. I appreciate it. Okay. Thank you. Bye.
22:00
Speaker 2
my my You're welcome, Sir. So once you relocate this also, Sir, wait for about five minutes until this node is it will be properly connected to the main node. All right. Thank you so much. Bye.
22:00