V2 Rubric Detail — 5f28c830-7017-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 21:55
Duration
25m 48s
Contact
Condrad Sendybyl
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134683
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 - online but LED is magenta
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+20.1)

V2 Grader Summary

The agent correctly diagnosed the mesh node synchronization issue on the MX4200, applied the proper 5-press reset procedure, and achieved solid blue LEDs on both parent and child nodes, confirming resolution. Technical accuracy and ownership were strong, though communication and empathy were only partially effective due to lack of framing, long silences, and insufficient adaptation to customer confusion. No escalation was needed.

V1 Case Analysis

Customer reported MX4200 main and child nodes showing purple/pink LEDs instead of solid blue. Agent guided 5-press reset on main node. Child node eventually turned solid blue. Internet connectivity not verified. Email domain incorrectly captured. Issue likely resolved but not fully confirmed.

Troubleshooting Steps
  • Collected model (MX4200) and serial number (38U10M5BB36586).
  • Confirmed modem was online and connected.
  • Instructed customer to perform 5-press reset on main node (press and release reset button five times).
  • Monitored LED status on main and child nodes over multiple cycles.
  • Observed both nodes eventually display solid blue.
Key Observations
  • Agent correctly identified and applied the 5-press reset procedure for the MX4200, a supported model per KB.
  • Agent failed to verify actual internet connectivity after LED change, relying solely on LED status.
  • Agent incorrectly stated that 'teal' is the correct LED color for normal operation (transcript [11:00]); KB states solid blue/white for normal operation.
  • Agent captured customer email incorrectly (guimail.com instead of gmail.com), risking failed communication.
  • Call contained long silences and vague explanations, particularly around LED behavior and failure simulation.
Positive Highlights
  • Collected model number (MX4200) and serial number (38U10M5BB36586) as required by protocol.
  • Correctly applied the 5-press reset procedure for a supported Velop model (MX4200) as documented in KB.
  • Persisted through multiple LED state changes and guided customer to observe both main and child nodes.
  • Offered to send setup instructions via email to support customer self-help.
Agent Errors / Gaps
  • Incorrectly stated that 'teal' is the correct LED color for normal operation (transcript [11:00]); KB states solid blue/white for normal operation.
  • Failed to verify internet connectivity after reset; relied only on LED status (transcript [24:00]-[25:00]).
  • Miscommunicated the purpose of the reset process by describing it as simulating a 'failure' and 'shutdown' (transcript [19:00]), which is not accurate per KB.
  • Incorrectly captured customer's email domain as 'guimail.com' instead of 'gmail.com' (transcript [09:00]).
  • Did not clearly explain the meaning of the purple LED state or the expected behavior after reset.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms both nodes turned solid blue and states 'everything should be working now' and 'thank you so much for your help'.
R2 Met Diagnostic thoroughness conf 95%
Agent verified modem connection, confirmed internet access via device test, and guided customer through 5-press reset to resolve mesh sync issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified the issue as a mesh synchronization problem and applied the appropriate 5-press reset procedure for the MX4200, a supported model.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (purple LED), asked about modem and internet status, and logically concluded the issue was node pairing, not WAN or hardware failure.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent used correct procedural tool (5-press reset) appropriate for the issue and model, without skipping required steps.
T3 Met No misinformation conf 95%
Instructions for 5-press reset were accurate for MX4200; agent correctly described LED behavior and did not state any materially incorrect technical information.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to set expectations, had multiple long silences, and did not frame the troubleshooting process clearly.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding after key steps, and did not adapt language to customer's repeated confusion about node colors and setup.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: perform 5-press, wait 3–5 minutes, observe LED changes, and move child node only when solid blue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and thanked customer, but did not acknowledge frustration, repeated effort, or emotional state during a confusing setup process.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but did not adjust tone or simplify explanations when customer expressed confusion about LED colors and node behavior.
X3 Partially Met Overall experience conf 85%
Agent caused minor friction by mishearing email address and requiring correction; otherwise avoided unnecessary repetition or steps.
Call Transcript48 turns · 50 lines
Speaker 1
My name's Conrad Sundable. I'm just installing the Linksys AX4200
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number 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 Please. My name is Nadine. I know, who am I speaking? Conrad Sandoval. All right, what can I assist you with, sir?
00:00
Speaker 1
I connected to my internet and I've entered all the proper information, I believe, and it says on the on the site that it's connected. But the only problem is, is the blue, the lights are staying purple. They're not turning blue. Um, sure, I'll grab it for you.
01:00
Speaker 2
Mm-hmm. [silence] Okay. It is not connected. Um, can we, what is the serial number of the device? Um, the main one. Thank you.
01:00
Speaker 1
is, uh, serial number is three-eight-U-10-m, Michael five B-B-36586 six. Uh, yes. Uh, It's the Mx-4200. Pardon me? Can you say that again?
02:00
Speaker 2
let me take a look thuyết the model of the device all right this was to working before correct yes was [silence]
02:00
Speaker 1
Um, I will, not not at my home, no. Well, sorry, yes, it was working, but the problem was is we hooked it up, um, through the, um, router that came with the internet. And, um, now I'm just hooking it up on its own. So, that's the difference. I'm not using, I'm not using the router from from the internet company, because it wasn't, um, it wasn't really working properly. Uh, yeah, we have we have a modem, yes. We're with, um, yes, the modem's working for sure because we had it we had it working. So, everything and I called the [silence]
03:00
Speaker 2
Ah. You may need to they have a modem connected to it. Has to be connected to a modem, or an ethernet coming from fiber. Yes and the modem is working. Go ahead.
03:00
Speaker 1
I'm an Internet company and they said everything's fine. It's a company called Ebox and it's under Bellell. That's Fiber Internet. I have two of them. They're both pink. They're both showing pink right now. But on on the Website, under Connectivity, uh, that I'm hooked up to with my uh, Chromebook, it it says [silence]
04:00
Speaker 2
the internet company is spectrum or it needs to you know internet company is it spectrum or it needs to okay all right so right now how many do you have of this 2200 two or three two okay one is blue and the other is pink correct oh you mean the okay
04:00
Speaker 1
uh, that it's connected. the one that's connected, sir just one, um is uh, Vellop, V E L L O P S T U P six S D
05:00
Speaker 2
that's not uh You can say it's upside down and tell me what is the default Wi-Fi name of the primary, the one that's connected to the modem. Mm-hmm. [silence] you can say this Yeah, that's our six FD on your Chromebook, right? [silence] Can you connect to it?
05:00
Speaker 1
yeah and I was connected to it with my Chromebook um just one sec because I I I did have my Chromebook uh running off my cell phone to when I was setting it up so I'll I'll shut that off and I'll I'll disable that and I'll let you know one sec um yeah [silence] it definitely says I'm hooked up to it so
06:00
Speaker 2
Lead on. Now.
06:00
Speaker 1
I'll go. I'll go. I'll go. I'll go. Yes, I believe it is working. The oh shit. I just lost just one second. I'll try. Yeah, I hooked up another device and it seems to be working. And it says it says it's hooked up to the to the velop. Yeah, it says it it says it can.
07:00
Speaker 2
Wow. surprisingly. All right. All right. I can send you the instruction how to configure how to fine tune your router. I can send you to you through email. Can you give me your email, please? So I can send you.
08:00
Speaker 1
Sure, It's, uh, C, so I'll spell it out for you. C, as in Charlie, C, as in Charlie, S, as in Sam, E, as in Edward, N, as in Nancy, D, as in Dog, Y, B, as in Bob, Y, L, at gmail.com. It's Se, S, E, N, D, Y, B, Y, L at gmail.com. Yep.
09:00
Speaker 2
Okay. CCSEDMYL@guimail.com. Did I get it right? Yes. Send it. Okay. Your router is working fine. Got it? [silence]
09:00
Speaker 1
But I already did a factory reset on it. Yeah. Well, but I could look through the instructions myself. Like, I'm just hoping you could, you would have, like, some technical experience on why it's, why the light's not changing. [silence]
10:00
Speaker 2
in case you get another issue this one is working observe it in a few hours or a day or two and then check on the email on how to configure it. I'll give you some tips. You may need to factory reset it and reinstall it. There's a proper procedure on how to do it. I can send it to you as well. with that design. all right, you did that one. You don't need to just fine tune it then. okay. I don't see what else. Okay, tell me. <start_of_audio><start_of_audio> Hmm. I have seen that many times. <start_of_audio>
10:00
Speaker 1
um um but the signal but the signal's not good and what's that it says right on the instru it says right on the instructions that the light should turn from teal to blue and it hasn't so that's that's kind of the issue It's more of a it's more of a pinky color though right now. like like there's two colors. I've seen the blue before but now it's like it's almost like a purple. [silence] And it it says it says [music playing]
11:00
Speaker 2
is more on a superficial or light issue but as long as you have online, you're good at that one the light should be, the light should be teal and light should be good go ahead no no steel steel is the correct one bluish green blue is okay bluish green is the correct one Hmm.
11:00
Speaker 1
says it should turn from purple to blue to, to the the instructions that I've got, they say. yeah, I followed all the directions, uh, and like I said, online, it says that I have connection, um, but it says it should change, um. yeah, that's, that's about it. yeah, so, it says the Linksys AX40 will apply the settings and attempt to dial the eBox. give it three to five minutes. the light
12:00
Speaker 2
aside from the color, you have Internet [silence]
12:00
Speaker 1
on top of your link systems should from purple red which is what it is now to solid blue confirming that it has successfully authenticated and your fiber line is live so it it hasn't done that that's that's the only issue um that it hasn't done that. No uh well I tried using that before and um I I I did it on I I didn't have much luck using that so uh switching it over so I did it I did it uh right on the with through a web browser [silence]
13:00
Speaker 2
Okay.
13:00
Speaker 1
What's that? I don't I don't really want to use that though. It's it's I find it difficult. No. Why do you do you think that would have? Uh well uh which section would you like me to go into? There's a lot of sections. I'm on blue screen and there's like internet settings, local network, advanced routing, administration, router setup. Pardon me?
14:00
Speaker 2
on the phone. Ah, you don't run. The Linksys app and the Linksys uh there's a tool for that one that can verify whether the connection is good or not. But if you're not comfortable with it, that's okay. Let's take a look with another app. You see the blue screen, right? That says Linksys Smart Wi-Fi access of the router. Okay. Um. Can you click the speed there? Check speed. [silence]
14:00
Speaker 1
Sorry, I, you broke the speed test. uh, okay, one sec. [silence]
15:00
Speaker 2
speed speed there's something speed test yes check speed there's something speed test yes check speed
15:00
Speaker 1
It's not really doing anything. It's not really. it's not really giving. Oh, it's not really, yeah, it's not really giving me a number. So, the main one you want me to press reset once. Okay. Yeah, okay. One sec, I'll do that.
16:00
Speaker 2
it's not responding, right? All right. Uh, can you go back to your MX 4200 on the main mother node? Can you press the reset button and release it one press and release per second and do it five times just try to re-initiate the, all right? Yeah, press and release do not hold. Press and release one press per second and do it five times.
16:00
Speaker 1
Okay, I did that and now it's it's like white and flashing white.
17:00
Speaker 2
Wait, it will take around 3 to five minutes and then observe also the second or the child node, if it reacts. Yes. [silence] Can you bring the child node in? [silence]
17:00
Speaker 1
[silence] okay I brought it close uh now the child node the child node is blue and the other one is blue so I think that might have done it oh it will okay okay well they're both showing solid blue right now okay okay
18:00
Speaker 2
there are why around three feet between the modem and to bring it closer. Plug it in. Wait tray. It will go back to. No, no, not just yet. It will go back to red. it will take around three to, yes, it will take around five to six minutes to stabilize. It's still two minutes. Red red. Um, the solid blue, it conveys.
18:00
Speaker 1
Now they're blinking. Oh, sorry. The, the child, the child one is blinking. So the child one is blinking, but the main one is not. Yeah, the, the main one is solid blue and then the child one is kind of flashing. Okay.
19:00
Speaker 2
Challenge. It is working now. Yeah, okay. That's what this I was waiting. It will initiate, uh, failure. It will initiate a failure. Good. Solid blue, right? Okay. What this doing is, it's trying to talk to the child node and drive to establish a solid connection. Once it is solid connection, it will wait a minute and then it will shut down everything to simulate a disconnection. And then allow the router and the child node to reconnect by itself and then go back to glue. That is how it should be. Because in the event that there will be a power failure, that's a shutdown.
19:00
Speaker 1
Okay. Okay. So right now the main one is blue, and the child one is purple. Yeah, solid purple. They're about, they're about six feet apart. Is that close enough? Or do you want me to try and get closer? Um, sure. Is it is it maybe something that I...
20:00
Speaker 2
when you turn it back they should automatically reconnect and that's what the router is doing right now try to initiate the failure and then try to reconnect it will take around five minutes wait a minute more if it doesn't work I mean if it's still solid purple can you repeat the pipe press on the one then wait for a while. yeah that's okay that's okay that's okay. so that's okay. yeah that's okay yeah that's okay
20:00
Speaker 1
"Do I have to set up the child node on the computer? Is that possible? No? Okay. Okay. Okay. Oh okay. Yeah, it's still purple the main one is the right color the child note is not the right color. Yeah the... Do you want me to do it again on the main one? Okay. Okay, one sec. Okay."
21:00
Speaker 2
No, this is done automatically. Your router is good. MX 4200 is an advanced. It's less interaction. Just pressing the button it will set up by itself. Blue. All right. Do the pipe press on the main one. Yes. Yes. Go ahead.
21:00
Speaker 1
Okay, it's uh, it's gone into white. And then the uh, the top, the child one is blinking purple. Okay. And now, now the main one is blue. And then the child one is red, blinking red.
22:00
Speaker 2
Yeah, all right, that's good, that's good. Just wait, please. All right, good.
22:00
Speaker 1
Yeah, the [silence] the child one is still blinking red. [silence] But the uh the the main one is Ifs for it.
23:00
Speaker 2
How's it? Just a color now. Hmm. Okay. [silence]
23:00
Speaker 1
Oh, it just turned blue. The child one. It will? Okay. Yeah. Oh, great. Yeah, it just turned. Oh, just turned red. Now it's blue again. Oh. Flushing. Oh, ah. It's solid blue now. [silence] yeah then I can move it back upstairs okay so everything should be working now okay okay okay okay thank you so much for your help okay bye no no that's great. that was very helpful. thank you. okay you too. thank you. bye
24:00
Speaker 2
[ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] All right. I think you're good. Wait a minute or two, and then once it's still solid blue, the child note, you can move it back. Mm. Yeah. Yep. Yep. Yep. [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] You're on line? And then, okay. that's the only thing that you need to do. There's not much to worry about. Your router is good. Okay, it's about them. [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] Anything else I can help you with? Thank you. Thank you for calling. My name is Nathan and have a nice day. Bye-bye for now.
25:00