V2 Rubric Detail — 52d92320-6b50-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:00
Duration
8m 8s
Contact
Brandon Lawin
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). 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

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall94.1% (+36.1)

V2 Grader Summary

The agent successfully resolved the mesh node pairing issue using the correct 5-press method for the MX2000, confirmed by solid blue LED and customer validation. Despite a minor model number error (MX6000 vs MX2000), the core technical guidance was accurate and effective. The interaction was well-managed, with clear next steps provided, resulting in a successful resolution.

V1 Case Analysis

Customer added a new MX2000 mesh node using 5-press pairing; node paired successfully (solid blue). Agent incorrectly referred to model as MX6000 and noted the Linksys app is no longer supported. Captured customer email (brandanlawen@gmail.com) for device registration.

Troubleshooting Steps
  • Confirmed main router model (MX2000).
  • Instructed power-on of new node next to main node.
  • Guided through 5-press reset/pairing on the main node.
  • Verified node LED changed to solid blue (paired).
Key Observations
  • Agent correctly identified and guided the customer through the 5-press pairing method for MX2000 series, which is the proper procedure per KB (universal_mesh_node_management.md).
  • Agent incorrectly referred to the model as MX6000 at timestamp [02:00], which is a factual error contradicting KB and customer input.
  • Agent failed to collect serial number and did not verify warranty status, which are protocol requirements for device registration and support eligibility (universal_support_contacts.md and universal_escalation_guide.md).
  • Customer confirmed successful pairing with solid blue light, indicating a confirmed technical resolution.
  • Agent captured customer email and verified account ownership, enabling proper device registration and follow-up.
Positive Highlights
  • Correctly guided customer through the 5-press pairing method for MX2000 series, which is the proper procedure per KB (universal_mesh_node_management.md).
  • Accurately explained that the Linksys app is no longer supported for node management, aligning with current product guidance.
  • Successfully resolved the customer's primary issue — new node paired and showed solid blue light, confirmed by customer.
  • Captured customer email and verified account ownership, enabling proper device registration and follow-up.
Agent Errors / Gaps
  • At [02:00], agent incorrectly stated model number as 'mx 6000' when customer clearly identified 'MX2000' — this is a factual inaccuracy contradicting KB and customer input.
  • Failed to collect serial number, which is a protocol requirement for warranty verification and device registration (universal_support_contacts.md).
  • Did not verify or discuss warranty status, which is a protocol gap when support eligibility is not confirmed (universal_escalation_guide.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
The agent guided the customer to perform the 5-press reset on the main node, after which the new node turned solid blue, confirming successful pairing. The customer acknowledged success and expressed confidence in completing the rest independently.
R2 Met Diagnostic thoroughness conf 97%
Agent verified model (MX2000), confirmed LED states (solid purple on new node, solid blue on parent), instructed correct 5-press method, monitored status change, and validated pairing success before concluding.
R3 Met Correct resolution path conf 96%
Agent correctly applied the 5-press pairing method for the MX2000 (supported per KB), avoided unnecessary escalation, and provided a path forward without dismissing due to app issues or out-of-warranty concerns.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified core symptoms: inability to pair new nodes and app malfunction. Asked targeted questions about model, placement, and LED status, leading to correct root cause (pairing not initiated) and resolution.
T2 Met Appropriate tools / resources used conf 95%
No external tools (e.g., remote session, logs) were needed. The issue was resolved using the documented 5-press method, which is the appropriate built-in tool for this model family.
T3 Partially Met No misinformation conf 90%
Agent incorrectly referred to the model as 'MX6000' when customer said 'MX2000'. This factual error, though minor, undermines technical accuracy. Otherwise, 5-press instructions were correct.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control by directing steps clearly, managing transitions (e.g., from diagnosis to action), and closing with next steps. Did not lose focus despite brief silences.
C2 Met Confirmed understanding conf 94%
Used accessible language, repeated key instructions ('press, let go, five times'), confirmed understanding, and adapted to customer’s pace and clarification requests.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and completed resolution. Followed through by confirming success and offering registration assistance.
O2 Met Proactive follow-through conf 95%
Clearly explained that remaining nodes should be powered on near the main node and will pair automatically within three minutes, enabling customer to complete independently.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly determined that escalation was unnecessary because the issue was resolvable at L1 using standard procedures for node pairing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted; the issue was resolved during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not explicitly acknowledge customer frustration or express empathy. Missed opportunity to validate difficulty with app and pairing issues.
X2 Met Tone & rapport conf 94%
Matched customer’s conversational tone, checked in with clarifying questions, and kept engagement high by confirming progress and readiness to proceed.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition or steps. Did not require customer to reboot devices unnecessarily or perform redundant checks, streamlining the process.
Call Transcript17 turns · 17 lines
Speaker 2
welcome to link sys support to ensure quality service. Your call may be monitored for an 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, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your services serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
we just got a pack of three additional nodes and we're having trouble getting it to connect to the network. Also, my app on my phone doesn't seem to be um working correctly. It lets me log into the router, but it doesn't show any of the devices and it just keeps erroring and saying asking me if I want to reset the network. [silence]
01:00
Speaker 2
Hello, this is May speaking, one of the technicians during links is, how can I help you? Okay, first and foremost, you don't need to use the Linksys app for this. It's no longer working by the way, our remote for Transcribed by Otter.ai
01:00
Speaker 1
OK. No, it's a, no, no the the big one, the main one that we have is a 2000. This model number is a, I don't even know where the model number is, serial numbers. It's not, it's the smaller ones. Oh yeah, MX 2000. You're right, it is the same model. Just yeah. That's the new um the new. [silence]
02:00
Speaker 2
the router is already disabled no cloud anymore therefore the app that's normal that it's kicking you out it's not working yeah since you're trying to add extenders since you bought another three pack is it the same model number mx 6000 okay so model number is mx 6000 okay so for those three nodes you need to power it on right beside the main node
02:00
Speaker 1
yeah, I am sitting, but next to both of them right now. Uh, let me double check actually. Is it the? Nick. Hey, Nick. Well, this one over here by the door is still the main one, right? What? The main node is the one by the door? Yes. Yeah, I thought so. Yeah, it's it's right by the door. So, yes, uh, I I within five feet, absolutely. Within two feet. On the new one, it's solid purple. On the main node, it is solid blue.
03:00
Speaker 2
Within 5ft. mmhmm Within 5ft. and is it solid purple on top? what's the color mmhmm good now press the reset button five times on the main node Understood. and with the reset button. let's try that again what color is there right now what color of bubbles what's the mode we're on what's it set to damaged
03:00
Speaker 1
oh oh no oh no Okay, will the light do anything to indicate that I pushed it right? blink white okay I'm going to blink a couple times now it's breathing,
04:00
Speaker 2
Um, domain node only. Press release, press release, press release. Yeah, on the main node only. That will allow all nearby lengths to pair up. Pressing the reset button five times. Not too long, okay? Just press, let go, press, let go, press, let go. Five times. It should blink white. How's it?
04:00
Speaker 1
Now, they're both breathing, so that's probably good. Okay. so I probably should have plugged in all three new ones and did that, huh? No, I'm only doing one right now because um the way we had to do it before, you would just do one at a time. But if this works, I'll just repeat the same process and have all three of them here. So you're saying if I go to the main node and push the power button five times just right, it will catch any nearby nodes and then pair them?
05:00
Speaker 2
Yeah, but did you, those two, I mean, those three new nodes that you purchased, they're all powered on right beside the main, right? Yeah.
05:00
Speaker 1
No, it's blinking red. [silence] it's blinking red. [silence] yeah. [silence] I'm sorry, definitely those images. And you're saying the problems with the the phone app is um that's normal that that just isn't supported like it used to be.
06:00
Speaker 2
All right, then. This only extender you powered on nearby, is it steady white now or is it steady blue? Okay. Yeah, we need to wait for a couple of minutes.
06:00
Speaker 1
Okay. Solid blue. The. Yep. Yes. I'm going to get the other two over here. And then now this one's paired. I can just unplug it and put it anywhere I want and it will, it'll do its thing on its own. Awesome.
07:00
Speaker 2
Okay, that means it's connected. Same thing that you need to do for the rest. I haven't gotten your email address by the way. This device needs to be registered first in our system. Can I have your active email please? Oh, um, by the way, I was able to pull up an account here under brandan lawen@GMail.com. I believe this account is yours. Okay. All right. Do you think you can do the rest, Brandon? You can add the rest of the nodes. Indeed. You just need to power it on, on the original location of the node and it will just pair up for max of three minutes again, but no need to do anything. You just have to wait.
07:00
Speaker 1
Awesome. I think I can figure it out from there. Thank you. We know. Good one. Awesome.
08:00
Speaker 2
you're welcome bye bye thank you for calling
08:00