V2 Rubric Detail — 59a20b9e-7add-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 14:57
Duration
28m 19s
Contact
Ross Hudges
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136352
Support Country
United States
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 (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+3.8)

V2 Grader Summary

The agent correctly diagnosed the node-addition failure on MX2000 units, applied the proper 5-press pairing method per KB, and guided the customer to full integration of both new nodes. Despite a minor communication lapse in gender reference, all technical and procedural elements were accurate and effective, resulting in confirmed resolution with five-node mesh operational.

V1 Case Analysis

Customer successfully added two MX2000 nodes using 5-press method; both nodes paired, show solid blue, and appear in app with strong signal.

Troubleshooting Steps
  • Verified model (MX2000) and existing mesh topology.
  • Advised moving nodes close to parent router (2–3 ft).
  • Guided customer through the 5-press pairing method on the parent node.
  • Confirmed node LED status changed to solid blue and appeared in the app.
Key Observations
  • Agent correctly identified MX2000 as a 5-press compatible model and used the proper pairing method.
  • Accurately interpreted LED states: solid purple = ready for setup, solid blue = online and healthy.
  • Provided correct post-pairing guidance: wait 3–5 minutes before relocating, no further action needed.
  • Successfully confirmed resolution via app verification and LED status.
  • Minor repetition in 5-press timing instructions, but did not impede resolution.
Positive Highlights
  • Correctly applied the 5-press method for MX2000 nodes, which is the required procedure per KB (universal_5press_models.md).
  • Accurately described LED behavior: solid purple = ready for setup (Intelligent Mesh), solid blue = online (universal_factory_reset.md, led_mesh_system_identifier.md).
  • Confirmed successful pairing by verifying both LED status (solid blue) and app visibility ([18:00]–[19:00]), ensuring technical resolution was validated.
  • Provided clear post-pairing instructions: wait for solid blue before relocating, no need to re-pair ([15:00]–[16:00]).
  • Maintained a patient, professional tone and acknowledged customer appreciation, enhancing communication effectiveness.
Agent Errors / Gaps
  • Slight inefficiency in explaining 5-press timing (e.g., [14:00] 'not too slow, not too fast' repeated multiple times), though the core instruction was correct.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms both new nodes show solid blue and are visible in the app: 'they're both on... I do have five of them... I'm probably all right.'
R2 Met Diagnostic thoroughness conf 97%
Agent guides customer through correct placement, 5-press pairing, and appropriate waiting periods: 'press and release the reset button five times within five seconds... wait 3 up to 5 minutes for the child nodes to turn solid blue.'
R3 Met Correct resolution path conf 96%
Agent correctly identifies MX2000 as Intelligent Mesh and applies the 5-press method per KB. No warranty or support limitations mentioned, and resolution path matches product status and customer need.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (node stuck at solid purple, password not accepted), confirms model number (MX2000), and determines correct root cause: need for 5-press pairing rather than app-based setup.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (remote session, logs, etc.) were required for this node-addition scenario. Agent uses correct KB procedure without skipping necessary steps, relying on observable LED states and model-specific guidance.
T3 Met No misinformation conf 98%
All technical instructions align with KB: LED meanings (solid purple = ready for setup), 5-press timing, placement distance, and post-pairing relocation. MX2000 is confirmed 5-press compatible in universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 96%
Agent maintains control throughout: sets expectations ('set up one at a time'), provides clear transitions, and keeps customer focused despite physical movement and delays. No loss of direction or unexplained silences.
C2 Partially Met Confirmed understanding conf 94%
Agent repeatedly misgenders customer as 'ma’am' despite male name (Ross Hodges) and voice. While communication is otherwise clear, this indicates failure to adapt to customer identity, potentially affecting rapport.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case from start to finish, does not transfer, and remains on the line until both nodes are confirmed working in their final locations. No avoidance or deflection observed.
O2 Met Proactive follow-through conf 97%
Agent provides specific next steps: 'wait 3 up to 5 minutes for the child nodes to turn solid blue' and 'proceed to relocate... no need to do anything.' Confirms completion when nodes appear in app.
O3 Met Closure confirmation conf 95%
Agent references prior context (replacement of failed node, existing three-node system) without re-asking confirmed details. Uses serial/model numbers provided early in call to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and successfully resolved using standard procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expresses genuine appreciation: 'thank you so much for that one, sir it's appreciated' and maintains patience during repeated 5-press attempts. Acknowledges inconvenience and stays solution-focused.
X2 Met Tone & rapport conf 95%
Agent matches customer’s appreciative tone, uses polite language ('you're welcome, sir'), and checks understanding through observation prompts. Customer remains engaged throughout.
X3 Met Overall experience conf 97%
Agent minimizes customer effort by giving precise instructions, avoiding repetition, and enabling remote success: 'just observe... no need to do anything.' Prevents unnecessary app resets or factory resets.
Call Transcript42 turns · 49 lines
Speaker 1
Yes, ma'am. I just purchased, um, two Atlas sixes to add to my other three Linksys, uh, nodes. And, uh, I am stuck at the second stage for the new setup. I'm at the ready for setup where the solid pink light is on. And, um, I'm not, and, uh, so anyway, I have the model number or serial number, whatever you need. I can get that for you. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Regina, how can I help you today? [silence]
00:00
Speaker 1
Yes, Ma'am. First name is Ross, R-O-S-S. Last name is Hodges, H-O-D-G-E-S. [ silence ] That is correct. [ silence ] Well, no, I have three. No, one of them went bad. So I replaced it with, you know, I bought two new ones. So anyway, the one that went bad, I just removed from the, from the network. And the print's very small, but I believe it's, it's one of the older, how should I say, [sound of drawing near to speak] I'm trying to read the model. It's got a serial number.
01:00
Speaker 2
Okay, thank you. And your email sir is rctichtigss/doc.com. Okay, so you mentioned earlier that you have four existing mesh devices from linksys.
01:00
Speaker 1
But ends with 3018, so I removed that one from the from the group and I purchased two Atlas 6 to add to the to the network. Yes, yes. That's to replace the one that went bad and just to add additional um capacity. Okay. Okay. On one of them uh serial number is uh I apologize it's kind of the new one's cut smaller type. It's uh I believe it's uh.
02:00
Speaker 2
[silence] Okay, I totally understand that. So you have three existing mesh devices from Linksys that are currently working, and you purchase two nodes to - or you - you purchased two nodes to add with your existing mesh system to extend the Wi-Fi coverage of your internet. Correct. [silence] Then you please provide the serial number [silence] to one of the nodes. OK, thank you. And can we provide a model number of both nodes there? OK, so they are MX 2000. [silence]
02:00
Speaker 1
Yes, thank you, okay. I saw that number there. I didn't know which one it is. MXA AX 3000. So, I've gone to the first one. I haven't plugged in the second one, but I went to the first one. I plugged it in. It went through the blue light process and then it went through the red lights. It says ready for setup. And then when I try to put in my password, when you go into the Wi-Fi, the Wi-Fi can find it, but I keep putting in my password and nothing happens. The light does not start blinking. So, it's a solid pink light. So, when I went to the website, it said unplug it for 30 seconds, then plug it back in and then go through that process again, which I did. I don't remember. It was probably through it was online, so I don't remember exactly where. [silence]
04:00
Speaker 2
so far.[silence] I see.[silence] ##INTRO DUB##
04:00
Speaker 1
Could be. Could be. Well, I don't have it there in the main router because I got it installed in my cottage. So I'd have to unplug it and walk. Uh because this is like the last in a three succession. So I have the run the router, one in the kitchen, one the office by the exterior window and this one in the cottage. So they've been working in the past, but if I unplug this, which I could do, you want me to go back to the router? You want me to go back inside the house and and try set both of them up by the router and then unplug them and then bring them out to the cottage? [silence]
05:00
Speaker 2
probably Amazon. Okay, It was kinda move the two nodes here closer to the main router or the parents, okay, So just confirm, there's three existing note are working. [silence]
05:00
Speaker 1
Yes, perfectly. Yes and my, and my links. When I, my links app on my phone. It shows the three nodes. And when I open up your app, it shows that they're all good, strong blue bars. So, in fact, yeah, I'm looking at right now. Uh the den, which is where the main one is. The dining room has got all but one bar. The one by the office has got uh four bars. And this one should connect to the office one once it's activated. So, the other three seem to be working fine. I don't have the second one plugged in at all. I just have the one plugged in. I haven't even started with the second one because I'm put the second one inside the house.
06:00
Speaker 2
They are solid Blue. So did you purchase, go ahead, I see. But since you are planning to set up the two nodes that's newly bought. Can you please move that to nodes closer to the parent node about two to three feet apart from each other.
06:00
Speaker 1
[DOWNWEIGHT] ... else so... so... so I only have one plugged in sorry okay I'll do that let me go ahead and then that's one and I will I take my box is with the other one inside and we'll unplug that now I have unplugged it okay you said plug them in directly to the wall outlet
07:00
Speaker 2
[silence] [silence] Yes, it's okay, sir. [silence] We can [silence] set up them one [silence] yeah, one at a time. And for the [silence] the setup process. [silence] We [silence] it's really recommended to place them closer [silence] to the parent node. And then once [silence] it's set up, that's the time that you relocate them. [silence] to its necessary placement. [silence] Yeah, move that two node [silence] closer [silence] to the parent node about two or three feet apart. And please plug them directly to the wall outlet. Yes. Yeah, two or three feet away from each other and also from the parent node.
07:00
Speaker 1
I appreciate your help by the way. Did what we work really good. And the reason why I buy these 'cause you, I said, I was just saying that's the reason why I buy this product because you guys have a good help help desk like this and I appreciate that. okay so I'm plugging. all right I've unplugged one in. Helping up the box, get the other big one out. all right. all right. all right. that one on.
09:00
Speaker 2
okay. yeah, you're welcome, sir and just yes, but actually this go ahead. yes. so thank you so much for that one, sir it's appreciated. [silence]
09:00
Speaker 1
Then on the other side of the room, I'm in the main room where the router is, where the first, okay, so, when do you need, well I have them behind this one too. Okay. Yes. Right, correct. Okay. Okay, they're both plugged in, and they've both, both of them have blue lights on.
10:00
Speaker 2
okay the main yeah the main router yeah no need I guess they have the same model number they're both MX 2000 right so all we need to do is to plug them closer to the parents node and let me know once you're starting booting up okay that's good
10:00
Speaker 1
far blue, turning pink, purple or that's the term purple, the other one that i wanted to still flashing blue, so it's a little bit being. [silence]
11:00
Speaker 2
just wait for about 2 2 to 4 minutes. Yeah. Okay, that's good. It's ready for set up once it turned to solid purple. [silence] Okay, let me know once done.
11:00
Speaker 1
Okay. Yeah, like, like the new one I plugged in, it seems to be taking a little bit longer cause I just now, the other one I had plugged in once before that I called you about. That was already, okay, here we go. They're both on, both saw purple now. Definitely. Yes, definitely. They're both apart and they're in the opposite sides of the room that the main one, the router's in. Okay. They push the reset five times on the, on the main node. Okay. Okay, here we go. Push when he's six,
12:00
Speaker 2
nodes, they're turning to solid purple. yeah. It's okay. Okay, that's good. And they're about two or three feet away from each other, and also from the parent node. Okay, that's good. So go to the parent node or the main router, then press and release the reset button five times within five seconds or for five seconds, not too slow. Not too fast. Yes, not too slow and not too fast. now, what is the light indicator of the parents node? blinking. how about the child nodes? both solid purple. yeah, sure, you can actually do that again, uh, five times within five seconds.
12:00
Speaker 1
OK, did again now. OK, two, and I'm gonna wait a little bit, pushing, that's three, oh, within five seconds. OK, I'm sorry. OK, yeah, I'm sorry, I always like to sit five seconds apart. My bad. OK, I did do that. I'll do it. it's still a little solid blue light but I'll do it again. One, two, three, four, five. OK, now it flashed flash red and now it's back to solid blue. [silence]
14:00
Speaker 2
I actually stir five times, within five seconds. So press, release, press, release, press, release. Press release, press release. Not too slow, not too fast. Yeah, five times within five seconds. Yes. Okay. Yeah, just keep on observing.
14:00
Speaker 1
Okay, they're, they're both flashing red. Okay, good. Okay. Okay. Oh, great, great. Okay, and then, then I can unplug them and put them into the, the room or the cottage that they need to go into. Is that correct? Okay, and then when I plug them in, it'll search for that. And then I can label them, I can label them on my amp where they're located and so forth. Okay. And do you need any registration information on this, on that second one that I gave you the, like the serial number on? Do you need that registered or anything? Okay, very good. Okay, great. [silence]
15:00
Speaker 2
And then check the light indicator of the child nodes. Okay. They're setting up. That's good. So, all you need to do is to observe. Wait 3 up to 5 minutes for the child nodes to turn solid blue. No need to do anything. Thank you. Oh. Okay. Yeah, exactly. Hmm. [ silence ] [soft music] for the child nodes to turn solid blue. No need to do anything. Thank you. Yeah, exactly. Okay.
15:00
Speaker 1
All right, well I think we're good, good to go then. I'll just wait to do that until it turns solid blue. Okay. Okay. All right, they're both still flashing red, like you said, may take three to four minutes. Now the instructions don't tell you this part about, you know, going to, to the, by the first node and doing the part that you mentioned. You know, it didn't, it didn't have these instructions like that. So that's very helpful. Now, that's a
16:00
Speaker 2
_{Yeah,} uh, no, no, dear, we need to make sure that this child mode is return to solid blue. And then let's proceed also to relocate it and wait for the light to turn solid blue to make sure. Exactly. Yeah, I don't really apologize for the inconvenience, but for yeah, the setup process, it's really recommended to place the child node closer about 2 to 3 feet apart from [silence]
16:00
Speaker 1
Got it. Okay. Okay one of them has turned blue. And the other. The other one's still flashing right. So it's still flashing, right?
17:00
Speaker 2
perform the parent node or let's just say it's 3 to 5 feet apart. That's good. Yeah, it's okay.
17:00
Speaker 1
Now, notice the one that turned solid blue now is slowly going in and out of blue. Now, the one that was flashing red is now solid blue. And now they're both solid blue. And when I go, OK, OK, pull it up, let's get in my router settings. Now, pulling that up. It shows four, but let me double check. Yeah, it just shows four.
18:00
Speaker 2
Just observe them for one minute. And you can also try to refresh your lenses apster to check if there are five nodes connected.
18:00
Speaker 1
Um, right now, the one that ends with a one four one. So, okay, that one, that one's on my app. The other one's not quite there yet, so let me try. Oh, it just popped up. Yeah, so they're both on the 84 and 41 are now on. So you're right. I do have five of them and I can go ahead and like you said, I'm probably all right. Okay. Perfect. Oh, okay, thank you.
19:00
Speaker 2
Okay, that's good. Yes, proceed to relocate the child nodes and no need to do anything when it's plugged in. All you need to do is to observe and then wait for the light to turn solid blue. But yeah, I will stay on the other line until it turn to solid blue. You're welcome, sir.
19:00
Speaker 1
All right, plug this one in your head came on blue, right away. Okay. Okay. Okay, yes, you're right, is now doing a slow blink. Uh-huh growling.
20:00
Speaker 2
Yeah, because it will boot up. For a while, so it will start blinking, blinking blue. Just keep on observing it for 35 minutes. [silence]
20:00
Speaker 1
okay, no. okay. no. Okay. Okay. Yes, Sam. one three six, five three two. Okay. okay. yeah. [silence] Oh three. Three, five, two, thank you. All right, got it. All right, I'll walk back in here to see if it's... solid blue, still flashing. It's solid red now. Now, it's flashing blue. Okey. And it's solid blue now. And it's getting good bars on my my app on my phone. It gives nice solid blue. All right. I'm going to unplug the other one and walk out to the cottage, which is where I which is where I started. Perfect.
21:00
Speaker 2
six, 352. and it'll turn this solid blue. okay.
22:00
Speaker 1
I got it plugged it in. [silence] All right. It's flashing red. All right. It's flashing blue now. All right, solid blue. I'm gonna go back to my links... app. I'll close it out and reopen it. All right? Let's see. Okay, getting to that now. And it's got lower bars, but it's got at least 2 bars out here. So, I've got it. I got it on a little shelf by a window, so that's okay. It should be fine. Yeah. Yeah, I've got I've got node number 3 by a window, mounted on a little shelf by the window. And then it goes just, um, from one building to the next, which is next door, right? Next door, but it's still probably could be 50 feet away. And and this was by the other window. So they're both set up with at least close the window, and I think that'll work. Thank you so much. I really appreciate all your help. No, I appreciate it.
23:00
Speaker 2
you have it. yes father. because it's father, because it's father so it's wireless. I guess there's walls that might interfere. You're welcome, sir. And of course, is there anything else that I can help you with?
27:00
Speaker 1
And, uh, you have a wonderful day. Yes, ma'am. Yes, ma'am. Bye-bye. Thank you.
28:00
Speaker 2
You're welcome, Ross. And don't hesitate to call us back if you need assistance, okay? So we would be happy also to assist you. So thank you so much for your time and have a great day. Take care. Bye. You're welcome. Bye.
28:00