V2 Rubric Detail — 5550802c-6e1f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 09:47
Duration
10m 52s
Contact
Henry Elkington
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134201
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration / Re-adding the child node

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall61.6% (+1.6)

V2 Grader Summary

The agent resolved the issue by resetting and pairing the node, confirmed by customer validation. However, technical inaccuracies were present — notably misstating the correct LED state (solid pink/purple vs. solid blue for SPNM) and giving an imprecise 5-press description. The agent also increased customer effort through redundant information requests. Despite resolution, the T3 rating drops to Not Met due to materially incorrect guidance that could mislead on incompatible models.

V1 Case Analysis

Customer reported child node flashing red and not pairing via 5-press method. Agent instructed factory reset (hold reset until solid blue) and 5-press pairing on parent node. Node eventually showed solid blue and customer confirmed functionality.

Troubleshooting Steps
  • Factory reset of child node (reset button hold until solid blue)
  • 5-press pairing on parent node
  • Observed LED change to solid blue
Key Observations
  • Agent incorrectly referenced a 'solid pink' LED state at [03:00], which does not exist in any Linksys product line (per KB).
  • Agent did not confirm the product model before providing instructions, though the 5-press method was appropriate for the likely Velop Intelligent Mesh family.
  • Serial number was partially garbled but normalized to '59N10MQ2E0976' based on phonetic context.
Positive Highlights
  • Collected customer name (Henry).
  • Correctly guided the customer through the factory reset procedure for the child node (hold reset until solid blue).
  • Correctly instructed the 5-press pairing method on the parent node, which is valid for MX/MR/WHW series.
  • Confirmed the final LED state (solid blue) and verified resolution with the customer.
Agent Errors / Gaps
  • Incorrect LED guidance: stated 'solid pink' at [03:00], which is not a valid Linksys LED state (per led_cog_mesh_group_d_spnm60_62.md and velop_child_node_setup.md).
  • Did not confirm product model before providing technical instructions, violating protocol (per QA Grading Guidance).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the child node showed solid blue and stated it was successfully reset and reconfigured; customer confirmed 'It is, yeah. Perfect.' before ending the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset and 5-press pairing but did not verify model (SPNM vs. MX/MR), firmware, or parent node status before proceeding — skipped key diagnostic steps.
R3 Partially Met Correct resolution path conf 92%
Agent used 5-press method without confirming if the node has a Pair button (e.g., SPNM60/62), which is inappropriate for Cognitive Mesh models — path selection lacked model validation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified flashing red/purple symptom and collected serial number, but did not ask about model type, internet connectivity, or prior node history — incomplete diagnostic questioning.
T2 Met Appropriate tools / resources used conf 95%
No tools (remote session, admin page) were required — resolution relied on physical reset and 5-press, which are valid on-device actions for compatible models.
T3 Not Met No misinformation conf 95%
Agent incorrectly said 'solid pink or purple' for setup mode — SPNM nodes use solid blue; also misdescribed 5-press as 'press, release, press, release...' implying rhythm vs. quick succession.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained flow but lost control during redundant personal data collection (name, email) unrelated to technical issue, disrupting troubleshooting focus.
C2 Partially Met Confirmed understanding conf 88%
Agent used polite tone but did not confirm understanding after complex instructions like 5-press; used inaccurate color terms ('pink') without correction.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, offered help with additional nodes, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 97%
Agent gave clear next step: 'wait a minute, then unplug and relocate'; confirmed solid blue before closure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved in-call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used courteous language but did not acknowledge customer frustration with failed prior attempts or express empathy for inconvenience.
X2 Partially Met Tone & rapport conf 87%
Agent followed script but did not adjust pace or simplify terms when customer expressed confusion over LED behavior ('purple then right then blue then?').
X3 Not Met Overall experience conf 93%
Agent required full name, email, and serial number despite no need for ticketing or follow-up — added unnecessary repetition and effort.
Call Transcript16 turns · 19 lines
Speaker 1
Hi Josh, I'm looking to add a a node to the system, but the five button press method isn't working or anything like that. Uh just for one at the moment. The what sorry? So real number is 5 9 N for November 1 0 0 M for Mercury 2 2 0 E for elephant 0 9 7 0 6.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [Silence] Hi, thank you for calling Linksys. My name is Josh. I'm your CSS today. [Silence] Okay. I see got that one, sir. And how many nodes you're trying to add to the network? Just so I want-- All right. May I have the serial number of that node, sir? The serial number? [Silence] Thank you so much for that one, sir. Let me again verify. [Silence] [Silence] [Silence] [Silence] [Silence] Alright Just open your browser. Okay, perfect. Just email me So it's 59N for Nancy 10M for Mike, Q2E for Echo 0976. That correct? And and just confirm this node was also provided by Community Fibre, is that correct? All right, before we proceed for the troubleshooting, may I have your first and last name? And we... I'm sorry. Can you spell out your last name, sir? [silence] Thanks so much for that one. And what about your email address? Thank you. And just to confirm your first name is spelled as H-E-N-R-Y. Is that correct? Henry. Thanks. Okay. Thanks so much for confirming. Okay. All right, going back to the issue. Is this child node client
00:00
Speaker 1
Yeah, so the black box, that's the modem, right? that the main node is and that's all connected and that's fine. The other node is plugged in right next door. Uh- it's in next door. plug um- and do we need to- do I need to plug in a um- an internet cable for that or just power uh- flashing red at the moment.
02:00
Speaker 2
currently placed next to the parent node, uh, uh, uh, the one, yes, sir, the links, sorry, the main node, the one that has been plugged in directly to your modem, so that's the main node, uh-huh, uh-huh, uh-huh, uh, yeah, just power, sir, no need to what is the child node to the network, so may I know, uh, sorry, may I know the light behavior on this child node, uh, flashing red, I see, all right, so for now, sir, kindly reset that, uh, child node, uh, so again for reset, kindly press and hold the reset button and do not release it until you see the solid blue, button and do not release it until you see the solid blue, uh, light.
02:00
Speaker 1
Okay.
03:00
Speaker 2
all right you may now release the reset button turn sir and then we will wait for its light to turn to solid pink or purple for that indicates that the node is already on setup mode
03:00
Speaker 1
I think three, but I've only found two at the moment if we've just done some renovations.
04:00
Speaker 2
Uh huh. Got that one. So just to verify again, this child node was working fine before, correct? All right. Okay. I see. Let's wait for another one or two minutes.
04:00
Speaker 1
Okay, Flashing purple. Oh, solid purple. Yes. Okay. Okay, yeah. And same on the other one, right. Okay. It did and now it's come back to solid blue. And the other one's flashing. [silence]
05:00
Speaker 2
my. slashing purple. i see. solid purple. and again, sir, just to confirm the light on the parent node is showing solid blue, correct? all right. so let's try again to reconnect this child node using the five press setup method, sir. so on M, so on the parent node, kindly press the reset button five times, within 5 seconds. so again, it's like press, release, press, release, press, press, release five times. r. uh, no need to only on the parent or main node. uh. and i assume the light on the parent started to flash, correct? that's great to know. Now. Flash. alright. yes sir. That means that the child node is now trying to connect to the network. So again, we will observe its light for 2 to 3 minutes. Hi, sir. Just to confirm, the light on the child node is still, flashing red, correct? Flashing purple. All right, got that one, sir. [silence]
05:00
Speaker 1
Flatten red now. Okay, does it normally go. purple then right then blue then?
08:00
Speaker 2
uh hi sir is the light on the child node still flashing purple flashing red all right that's great to know sir so again sir we will wait for another minute or two minutes and hopefully the light on this child node will turn to solidly the same as the parent yes sir
08:00
Speaker 1
OK, so it'll be. OK, so I can unplug it then move it to where it's a bit further away.
09:00
Speaker 2
That's brilliant, sir. However, we will wait for another 30 seconds or a minute to make sure that it is working properly now. Mm-hmm. Thank you. Yes, sir. So once, so after a minute, if the light on this child mode still staying or stayed solid blue. That's the time that you can already unplug and reallocate it back to its designated area. Okay. So once it has been reallocated there, there's no need to press the reset button. So we will just wait for its light to turn back solidly. Thank you.
09:00
Speaker 1
It is, yeah. Perfect. Thank you very much. I don't know where they are at the moment. So I'll see if I can remember what we've gone through today and then um Um, Amazing. Thank you very much indeed. Cheers then. Thanks. Bye.
10:00
Speaker 2
So, just to confirm, is the light on this child node still showing solid blue? All right, that should do it. So I can assure you that we have successfully reset and reconfigured that child node. So again, you may now unplug it and then relocate it back to its designated location. You're most welcome, sir. And what about the other child nodes though? Would you like me to assist regarding with that one as well? I understand, sir. No worries. And don't worry. Rest assured that you can always give us a call if you need further assistance regarding with that other child node, okay? You're most welcome, sir. Thank you again so much for calling Link, sir. You have a great day. Bye for now.
10:00