V2 Rubric Detail — 5a8a50f4-79ff-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:28
Duration
14m 58s
Contact
Anilkumar Jadhav
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00124016
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ 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

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication5.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall75.5% (+19.5)

V2 Grader Summary

The agent correctly applied reset and 5-press pairing procedures for the MX4200, but incorrectly identified 'solid blue' as the success state (should be solid white per KB). The node showed transient stability but reverted to red, and connection was not verified via dashboard. While troubleshooting was sound, resolution was not confirmed, making this a partial resolution.

V1 Case Analysis

MX4200 child node blinking red/blue; performed factory reset and 5-press pairing. Node briefly solid blue but continued cycling. Issue not fully resolved. Customer advised to monitor and call back if unstable.

Troubleshooting Steps
  • Held reset button on child node until solid blue (factory reset).
  • Performed 5-press reset on parent router to initiate pairing.
  • Advised waiting 3-5 minutes for node to join and monitoring LED status.
Key Observations
  • Agent correctly identified MX4200 as compatible with 5-press pairing method per KB.
  • Customer followed instructions but node LED continued cycling after initial solid blue.
  • Agent prematurely concluded node was 'already added' without confirming stable connection or app detection.
  • No validation performed to confirm node was recognized by mesh network.
  • Agent's instruction to wait for 'solid blue' after reset contradicts KB (should be solid purple for MX4200).
Positive Highlights
  • Accurate use of 5-press pairing procedure for MX4200, confirmed supported per KB.
  • Clear step-by-step reset and pairing instructions.
  • Polite and patient tone throughout.
  • Correctly advised moving child node close to parent for pairing.
Agent Errors / Gaps
  • Agent instructed customer to wait for child node to turn 'solid blue' after reset, but KB states MX4200 should show solid purple when ready for setup (transcript shows 'purple and blinking blue' at [08:00]).
  • Agent prematurely concluded node was 'already added' without confirming stable connection or app detection (transcript [13:00]), despite node continuing to blink/cycle.
  • Agent failed to verify outcome by asking customer to check Linksys app or network map for node presence.
  • Agent asked for customer name multiple times, causing brief confusion.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Customer reported node became solid blue temporarily but then turned red again; agent claimed it was 'already added' without verification via dashboard or app, and resolution was not confirmed stable.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through reset, LED observation, 5-press on parent, and waiting — all relevant steps for node pairing per KB.
R3 Met Correct resolution path conf 94%
Agent followed correct troubleshooting path for MX4200 (reset child, 5-press parent, wait); no escalation needed as issue was within L1 scope.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (node not syncing, blinking red/blue) and asked about placement, but did not confirm root cause — e.g., whether node ever achieved solid white or connected via dashboard.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent did not use or direct customer to check router dashboard (http://myrouter.local) to verify node connection — a key tool for confirming mesh topology and status.
T3 Not Met No misinformation conf 98%
Agent repeatedly identified 'solid blue' as the success state for the MX4200. Per led_intelligent_mesh_consumer.md, solid blue means 'Online and healthy' for some, but for the MX series, the pairing process specifically results in 'solid white' when joined. More critically, the agent told the customer to wait for 'solid blue' to confirm setup, whereas solid blue is the 'Ready for setup' state for Cognitive Mesh or a general online state, but the KB explicitly states child nodes turn 'solid white' when joined (velop_router_setup.md, velop_child_node_setup.md).
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control, set expectations (wait 3–5 min), and guided interaction sequentially despite customer uncertainty.
C2 Met Confirmed understanding conf 93%
Agent used clear, simple language and repeated instructions when needed; adapted to customer’s pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guidance until customer expressed satisfaction.
O2 Partially Met Proactive follow-through conf 91%
Agent gave next step (relocate node after wait) but did not confirm final node status or connection; closed call while node was still unstable (turned red after brief blue).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — agent applied appropriate L1 troubleshooting and issue appeared to progress, though not fully confirmed resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent offered brief apology ('I don't wanna really apologize...') with awkward phrasing; remained professional but empathy was minimal and not tailored to customer frustration.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational pace, asked for updates on LED behavior, and kept engagement throughout.
X3 Met Overall experience conf 94%
Agent minimized repetition (e.g., serial number collected once), avoided unnecessary steps, and directed efficient actions.
Call Transcript26 turns · 28 lines
Speaker 1
silence Yeah, one of my node, you know, it is not syncing up. I have Veitop MX 4200 and it is always it is just within range and earlier this worked fine and suddenly what changed? I needed a small help. I tried using my iPhone app to remove the node and put back. It says, it is not detecting any node, like it says.
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 Virginia. I hope which to date. Mhm
00:00
Speaker 1
because there is no stable blue light on the node I'm trying to add, um, it, it says there's no, no found. Bluetooth is on, everything. I followed all the instructions from the internet, right. yeah, I have, I have two plus one main router and two other child nodes, you know. e a s e nil Kumar is my first name and yeah over is my last name. I bought these, I think in Costco. from my A N I L K U M A R yeah, a a pple Nancy India Linxis, silence
01:00
Speaker 2
Okay, now let me just confirm. You have one Linksys router, right? Yes. So you have three Linksys devices in total. May I know your first name and last name, sir? Matthew DL Gavino. Can you spell it for me, your first name? Sorry, can you please repeat that slowly? Matthew Matthew
01:00
Speaker 1
Kumar Anil Kumar is my first name. Yeah, K-U-M-A-R, Anil Kumar. H-A-V-A-O-L dot com. Those are – the other two are solid, means blue. Yeah, only third one – recently, it started blinking, you know. [silence] Something it is not finding. I tried pressing WPS button also on the router. [silence] On that [silence] third node, but still it doesn't sync up. It becomes blue and then after [silence] Something sometime it again goes red and keeps blinking. Yeah, right now it became blue not solid blue now started blinking blue. It's just in front of the parent. Yeah. Yeah, it is 10 ft and on the first floor and it can see there is no obstruction. It can see the main node, you know. Yeah. Yeah, I just moved it yesterday I was sitting, you know, night very close to the device.
02:00
Speaker 2
I see. Can you please move the child node here? The one that is the steady red at the moment closer to the parent node or same room? Yeah, about two or three feet away from each other. Hey, I don't wanna really apologize for the inconveniences, but for the setup process, it's really recommended to move the child node closer or the same room with the parent node about two or three feet apart. Yes, please. Gently place that knot about two or three feet apart, and try to plug it in directly to the wall outlet.
03:00
Speaker 1
Yeah, directly I've put into the wall outlet. Now I'm just four feet in the same line. I'm trying to plug it in near the plugged in now. Maybe something yeah, yeah. Okay. At the bottom serial number is 38U10M3BA22883. Yeah. Yeah.
05:00
Speaker 2
[silence] [silence] Please can you provide serial number of this child, sir? [silence] Okay, so it's three. [silence] Texas you four United States, 10m for Melissa, B for boy, A for alpha. 22883
05:00
Speaker 1
Yes. Yeah. that is uh red blinking red you know yeah and I checked my app but the bluetooth is on everything I do not know whether to uh re-add this third node uh second node main node plus this this is the third node so but now it says uh yeah it says uh it cannot find the even though I'm uh bluetooth is on
06:00
Speaker 2
Okay, so it's an MX4200. Now, what is the light indicator for this router? blinking? blinking? [silence] Okay, so the main.
06:00
Speaker 1
On with this whatever serial number I gave you, it says it could not find the device to read using my app. Now the yeah, it is a blue and blinking blue. Okay. Yeah. Yeah. Okay. Yeah, I'm holding pressing and holding the reset button now. Red blinking. Now it went off. Yeah. I'm holding reset and now the lights off. Okay, I'm sorry. Oh [silence]
07:00
Speaker 2
Okay this time, kindly press and hold the rest button. This child monitor. Make sure the light blink red, goes off, then turned to solid blue. So when it turned to solid blue, that's the time that you release the reset button. Kindly describe the light behavior, please. Keep holding.
07:00
Speaker 1
shall I release okay now yeah it is purple and it is blinking blinking blue now
08:00
Speaker 2
Yes, release when it's already solid blue. Now, let's wait for the light to turn solid purple. There you go. [silence]
08:00
Speaker 1
it is [silence] there Parent node and press the reset button five times. okay. I'm not able to see here.
09:00
Speaker 2
Okay. Sir. Can we go to the parent node. And then and then on the reset button of the parent node, press release the reset button five times within five seconds. Yes, five times within five seconds. [silence]
09:00
Speaker 1
1 2 3 4 [silence] -or- quite now blue solid. Trying to know what we're trying to have a white blinking. Yeah. okay Yeah. Still blinking crisp.
10:00
Speaker 2
All that needs to be done is observant. And wait about three up to five minutes for that child node to go solid blue.
10:00
Speaker 1
Still blinking right, it'll take some. Okay. Yeah.
11:00
Speaker 2
Yeah, it's okay, sir, it will, yeah, it will takes three up to five minutes for a node to set up. So just monitor the connection and the light indicator of the note, OK?
11:00
Speaker 1
Yeah, it's still blinking red. Yeah, now it became solid blue. Let's see how long it's... Oh, now it became red again. Okay.
12:00
Speaker 2
Okay. Yes. Kindly observe it for a minute and if it will stay blue, then proceed to relocate the child node. That's okay. It's all part of the setup process. And it will eventually turn to solid blue.
12:00
Speaker 1
Yeah, but it is it looks like it is stable blue now Um should I go in my app and add this node uh okay Okay So it looks like for now yeah it is set up uh yeah, then I can read yeah yeah basement okay yeah Thank you ma'am
13:00
Speaker 2
Okay. [silence] No. No need. It is already added. So, no need to add that one on the Lincoln app. [silence] [silence] because it's already set up. [silence] all you need to do is search to yeah, relocate it back to its original placement or location that it it used to be. [silence] Yeah, you're welcome. And of course, let's just wait three to five minutes again for that node to reconnect back and turn to solid blue.
13:00
Speaker 1
okay. Yeah, I want to stay here for for some time. Now I have to head back to my office. Yeah, it looks like it is stable now. Okay. Yeah, I will do the rest later on after coming back. Thanks for. Yeah. Yeah. Yes sir. Yeah. So that email will come to me or okay. Yeah. Yeah, you too. I appreciate it. Yeah. Thank you.
14:00
Speaker 2
Okay. You're welcome, sir. And just feel free to call us back if you need more assistance. Just use the same ticket number 124 016. Yes, sure. So, thank you so much for your time and have a great day. Bye for now. [silence]
14:00