V2 Rubric Detail — 5c8865c8-69c2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:31
Duration
23m 32s
Contact
Verne Davis
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall89.5% (+69.5)

V2 Grader Summary

The agent correctly diagnosed and resolved the child node pairing issue by guiding the customer through factory resets and the documented 5-press method on the MX6200 parent, resulting in all nodes achieving solid white status. Technical accuracy and ownership were strong, though communication could have included clearer timelines and more explicit empathy. No escalation was needed.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent confirms all nodes are solid white, indicating successful reintegration: 'So we already added the nodes back to the network.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through reset of child nodes (20 seconds), placement near parent, and correct use of 5-press method on MX6200 parent.
R3 Met Correct resolution path conf 94%
Correct path followed: reset child nodes to factory defaults, then use 5-press pairing—fully aligned with KB for MX6200 mesh recovery.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (blinking red/blue LEDs), confirmed model (MX6200), asked about prior resets, and assessed placement—all relevant diagnostic steps.
T2 Met Appropriate tools / resources used conf 92%
No advanced tools (e.g., remote session, logs) were needed; agent used correct procedural tool (5-press) at the right time for this issue.
T3 Met No misinformation conf 94%
Instructions to hold reset for 20 seconds and perform 5-press on parent are technically accurate per KB for MX6200 and WHW/MX/MR series.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but lacked clear framing, used vague timelines ('wait a minute or two'), and had unexplained silences.
C2 Met Confirmed understanding conf 91%
Used plain language, repeated instructions clearly, avoided jargon, and adapted to customer’s pace during setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, pulled prior record, performed full troubleshooting, and did not transfer.
O2 Partially Met Proactive follow-through conf 86%
Gave informal cues like 'wait a minute' but did not set specific expectations for how long pairing would take or confirm next steps post-call.
O3 Met Closure confirmation conf 95%
Pulled up prior case under Vern Davis, referenced previous contact, and continued troubleshooting without re-asking key questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was resolvable at L1 with proper procedure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'sorry' once and was polite, but did not explicitly acknowledge customer’s frustration from prior failed attempts or repeated effort.
X2 Partially Met Tone & rapport conf 86%
Matched customer’s conversational pace and used simple terms, but missed opportunities to check understanding beyond status updates.
X3 Met Overall experience conf 93%
Avoided unnecessary repetition, used existing case data, and guided customer efficiently through reset and pairing without redundant steps.
Call Transcript44 turns · 46 lines
Speaker 1
Yes, I hope you can help me. I have a a axis mesh system and I had an upgrade to my
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 dot linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may, please have your device serial numbers 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. Thank you for calling Linksys. This is, may I help you.
00:00
Speaker 1
My internet yesterday and I had some hard times getting it everything working and I've got the the main part of the mesh system is working the parent but the child, the the two child ones I have are not working and I can't seem to get them going. Yeah, I've done that with several times. No, I, well I've reset one of them, but it didn't do anything. Do I need to have, maybe I need to have them closer. I didn't try that. Okay, that's probably that's probably the problem.
01:00
Speaker 2
mhm. okay. did you reset the router, sir, or, or the main node? okay. okay. but you did not reset the, um, the, um, two nodes, the, the child nodes, right? mhm. okay. mhm. mhm. okay. um yeah, you should have like, when you do the setup, if we recommended that you need to, um, place the, the two child nodes near the parent node. okay. mhm.
01:00
Speaker 1
them. Uh, just right now. The. Yeah. Yeah, but I called him yesterday. Uh, to get my- get my parents going. Are you there? yes. are you still there? okay. yes, can you hear me? Okay. I'm unplugging my other node here and- I- I didn't- I didn't try moving it closer to it, so. let me try that. uh, 478-718
02:00
Speaker 2
okay, so, um, did you call linksys before or yesterday? [silence] okay. All right. Do you have a case number or ticket number so I can pull up your record? Yes? Yes, sir. I'm still here. Hello? Hello? Hello sir? uh, sir, MS. Sir, do you have a ticket number? Yes, sir, I'm still here. Hello? I yes, I can hear you. Okay. By the way, sir, can I have your phone number? Let me try to pull up your record.
02:00
Speaker 1
5 8 30. That's a me. That's a the one. Uh, yeah, uh. Well, yes, and that's 6200, yes. It's a solid white. [silence]
03:00
Speaker 2
OK, thank you. I was able to pull up a record here. It's under Vern Davis. OK. And then email address is dlee, [0:06:979] dlee69, [0:07:499] hotmail, [0:07:869] dot com. [0:08:299] And the Linksys device that you have is an MX6200. [0:12:739] And the node - [0:14:169] That's the parent node. [0:15:729] The other two nodes are the same. [0:18:279] It's MX62, [0:29:939] [0:35:159] [0:45:839] OK. [0:46:429] The light on the parent node though, [0:48:769] um, [0:49:969] is it white? [0:52:959] Or is it blue? [0:55:609] [0:56:599] Blue. [0:58:659] [0:59:299]
03:00
Speaker 1
Okay, hang on. Sorry, got a clubbed in. Okay, I I've got one node plugged in right now. Uh, and it's, uh, it's blinking blue right now. I I gotta go, I gotta move that closer that well they won't they will be in a minute.
04:00
Speaker 2
Just let me know if the two nodes, the two child nodes in a is near or is it in the same location with the parent node, okay? Okay, okay, let's just wait. How about the other ones there? Okay, all right. So, just let me know if they're in the same location. Thank you. [silence]
04:00
Speaker 1
of course and sure is forgot about that yeah man there's actually three there's actually three notes I forgot about one of them I'm sorry [silence] yeah
05:00
Speaker 2
yes, so you have a total of four, you have a total of four nodes, including the parent node. you have got one parent and three child nodes.
05:00
Speaker 1
I'll stay on trying to find the place for this meeting Okay, I've got all three other in the same room. One of us about six inches away from the other one. The other ones, the other two are about four feet, 5 feet. Okay. Yes.
06:00
Speaker 2
mhm much so, okay. And then please turn it on. Then let's wait for like a minute or two to fully boot up the device. So, again, you've got a total of four nodes right now. One parent and three child nodes. and is it like, um,
07:00
Speaker 1
The. Yes. And the first one that I plugged in close to it, it's it's uh solid blue right now. The other the other two are the other two are blinking blue. I just plugged them in, so. Okay, one of them is blinking red now. And the other one is still blinking blue. So, what do they need to be? All solid blue?
08:00
Speaker 2
All MX 6200. Okay. Okay. And how about the other? Okay. OK. Uh, solid blue. Yes.
08:00
Speaker 1
Where are you located? Oh, okay. I forgot all my Tagalog. Okay. Yeah. The other, yeah, the other two are now both blinking, ah, red.
09:00
Speaker 2
Philippines okay you're still blinking
09:00
Speaker 1
And I've got one, a solid gold. The two rows that are blinking red.
10:00
Speaker 2
Okay. But I don't want to... Okay, so sorry, we need to like do a reset as well on the two nodes. Okay? So the one, yes, the one that's blinking red, so we need to press and hold the reset button in each node for 20 seconds.
10:00
Speaker 1
Yeah, I just press the reset button on one of them. And it's blinking, blinking blue now.
11:00
Speaker 2
Sure, you're now pressing the reset button, right? Ok. Okay, so let's try the other one as well. Same thing, 20 seconds. [silence] All right, let's just wait until it comes solid blue.
11:00
Speaker 1
Would you give me an update? [silence]
12:00
Speaker 2
Okay. It's still blinking. Yes, okay. [silence]
12:00
Speaker 1
OK, uh, OK. Well. they're almost blinking sold blue now. OK. Okay, one of them is and the other one. still blinking blue, yeah. OK. I believe they're both. both blue now. Oh, no, no, no. Wait, then. Wait, then. Wait, then. No, one is still blinking.
13:00
Speaker 2
[silence] Okay. Just make sure it's should be a solid blue. Yes. It's still booting up. Solid blue now. Okay good. So we're Okay.
13:00
Speaker 1
Okay, it's solid now. vote. yes. Okay, on the parent- on the parent node. That's a reset button, right?
14:00
Speaker 2
Okay. Okay. Okay. good. So, uh, all three nodes are solid blue. So, um, the next step is we're going on to set up or add those modes to the uh network. So to add these three modes, we are going to use the five press setup. Okay, like, um, we need to uh press the reset button of the parent node uh five times within five seconds, like press release, press release five times within five seconds. Not too fast, not too slow. Okay? Yes, on the parent node. Yes. five press in within five seconds. Yes, reset button.
14:00
Speaker 1
Okay. It's solid green. I got a one. Oh, it's off. All of them are solid blue. Now, one of them, one of them, it's closest to it. It's, it's blinking green now.
15:00
Speaker 2
Okay. And then can you observe, check if there is, um, one of the child nodes is, um, like responding? Like blinking something? Huh? I'm sorry. Okay. Let's just wait for that. The, um, the parent node after pressing the, uh, reset button five times, it will scan the network to detect any available
15:00
Speaker 1
Okay. Oh, I see. Now the one that's closest to it, the first one, it's still blinking green. The other two are blue. Okay. The one that's closest to it is looks like it's blinking. Yes, it's blinking white now.
16:00
Speaker 2
um a node that needs to be um set up okay okay just wait that will um take some time because it will add one at a time um do not like white
16:00
Speaker 1
Okay. And then the, the one of the others is blinking green. The other one is blinking blue. I see. Okay. The parent, parent is solid white. The other two are blinking white.
17:00
Speaker 2
[silence] okay [silence] uh-huh [silence] [silence] oh-gain that'll be added uh that will be added one at okay, one at a time. [silence] uh-huh. [silence] okay
17:00
Speaker 1
Okay, the first child is solid white now. They're still blinking. So they all should be solid white, right? [silence]
18:00
Speaker 2
Okay, and the other two. Okay. Yes, sir.
18:00
Speaker 1
How's your weather over there? Ah, okay. We're having nothing to rain. Okay, one of them just went solid white. The other one is still blinking white. Now, when I move them, are they going to go through the same thing again?
19:00
Speaker 2
um right now um for this week so it's like um Sunnie and then uh I don't know which is the one farther that um it's like still blinking okay and uh yes um yeah sorry they will start booting up then
19:00
Speaker 1
Okay. So that there's does the like the one that's closer to the parent will connect to the parent and then and then the the other two will connect to the to the first one. Okay. Yeah. Let me ask you though. One one of them is like one direction on the other side of the wall from the parent. And then and then on on another wall on the other side of another wall is another one and then I've got one that's out in the garage.
20:00
Speaker 2
try to, um, communicate the, um, to the parents, or to relocate this node, so you put first the one on the location that is much nearer to the parent node. until it goes farther, something like that. Mm-hmm. Yes. Yes. Mm-hmm. Yes, because, um, the the moment that they start booting up, they will scan the network to select which network to, or like which node to connect to. Okay. All right, still blinking? mm-hmm. Okay. Mm-hmm.
20:00
Speaker 1
The, the one in the garage is the, actually the closest one. The most direct line is going to be the parent. Okay. They're all solid white now. Let me check the other name is Yeah, they're all solid white now. Uh-huh. Okay.
21:00
Speaker 2
Okay. Mm-hmm. Okay. Mm-hmm. Okay. Okay. Okay. So that goes, we already added the nodes back to the network. So in any case, in the future, if one of the nodes got disconnected, then it will become like blinking red. You can just do the reset, then add it again using the one that we did, the five press set up, just pressing the reset button on the Pearland. Or in any case we will add a new node, like if you decided to have an additional node, so same thing that you're going to do. Just make sure the light is in a set up mode, like it's blue. If it is on a on if it is and if it is on the same thing, MX62's. 200 it's just do the Fide press like adding or reconnecting no it's just do the Fide press okay it's a short cut way to add this nodes sir sir sir yes the parent yes yes yes yes sir yes sir so you can now relocate the nodes sir so is there anything else sir? Okay so if you if you need assistance in future you can always give us a call okay and um you can use your phone numbers as a ticket number [silence]
21:00
Speaker 1
okay, okay. Great. Okay. Thank you. Okay, great. Thank you. Thank you, Carlo. Bye bye.
23:00
Speaker 2
All right. And, uh, we can pull up your record because I will uh, just update your record here in our end. Alright, uh, so feel free to visit our website support.Links that's .com for updates, uh, you're welcome. for the calling. This is Carl, uh, have a great day to you. You're welcome, Tom. Bye.
23:00