V2 Rubric Detail — 5fa3463e-7628-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 15:12
Duration
25m 18s
Contact
Hugh Gonzalez
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00070204
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection to problematic CN

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution3.44/5
Technical3.44/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall74.5% (+8.5)

V2 Grader Summary

The agent applied correct troubleshooting steps including the 5-press and factory reset, and the child node achieved solid blue. However, the node later blinked white and full mesh reintegration was never verified via dashboard or stable signal test. The same node had failed previously, indicating a recurring issue not escalated or fully diagnosed. Resolution was incomplete due to lack of tool verification and premature closure.

V1 Case Analysis

Customer reported a Velop Pro 6E (MX6200) node showing solid red and not connecting. Agent guided through 5-press reset on parent and 15-second hold reset on child node. Node LED changed to solid blue. Follow-up email with troubleshooting steps offered.

Troubleshooting Steps
  • Advised to bring the disconnected child node close to the parent node
  • Performed 5-press reset on the parent node
  • Performed 15-second press-and-hold reset on the red child node
Key Observations
  • Agent correctly applied the 5-press method on the parent node and a 15-second reset on the child node, both valid procedures for MX6200 (Velop Pro 6E) as per KB.
  • Agent failed to collect product model number, serial number, or warranty status — a critical protocol miss for hardware troubleshooting.
  • Agent did not verify WAN/internet connectivity on the parent node before troubleshooting the child node, skipping a key isolation step.
  • Repeated reset instructions and long silences (e.g., [03:00], [05:00], [07:00]) reduced efficiency and suggest poor call control.
  • Agent referenced 'MX6200' at [15:00], confirming model identification, though not collected proactively.
Positive Highlights
  • Correctly identified and applied the 5-press reset method on the parent node, which is documented for MX6200 in the KB.
  • Applied the correct 15-second factory reset procedure on the child node, resulting in successful reconnection (LED turned solid blue).
  • Offered to send a follow-up email with troubleshooting steps, providing self-help value.
  • Acknowledged potential interference sources (microwaves, thick walls) and advised on optimal node placement.
  • Maintained a polite and empathetic tone throughout the call.
Agent Errors / Gaps
  • Did not proactively collect model number, serial number, or warranty status despite handling a hardware issue.
  • Failed to verify parent node internet connectivity (WAN status) before proceeding with node reset procedures.
  • Repeated the same reset instructions multiple times (e.g., [07:00], [14:00]), leading to unnecessary hold time and inefficiency.
  • Did not confirm whether the child node successfully rejoined the network in the router dashboard after reconnection.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent claims resolution when child node turns solid blue, but customer never confirms stable reintegration into mesh; node later shows blinking white and call ends without verification of full network functionality.
R2 Met Diagnostic thoroughness conf 95%
Agent conducts logical troubleshooting: checks LED status, moves node closer, uses 5-press method on parent, performs 15-second reset on child — all aligned with KB procedures.
R3 Partially Met Correct resolution path conf 93%
Agent applies correct reset procedures, but fails to verify firmware compatibility or check for hardware defect after repeated failures; same node failed 5 months prior, suggesting deeper issue not addressed.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identifies symptom (solid red LED), isolates issue to specific child node, and follows diagnostic sequence based on observed behavior.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent does not access router dashboard (http://myrouter.local or http://192.168.1.1) to verify node status in DHCP client list or topology map — a key tool available and necessary for confirming mesh integration.
T3 Partially Met No misinformation conf 94%
Agent correctly describes 5-press method and factory reset, but claims MX6200 coverage is 'up to 3,000 square feet', which is unsupported by the KB. Additionally, agent describes blinking white as 'pretty normal' for a parent node looking for nodes, whereas KB defines blinking white as 'Pairing / update in progress'.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent holds call without explanation for 2 minutes while customer waits silently; also loses control by allowing off-topic discussion about range before confirming resolution.
C2 Met Confirmed understanding conf 94%
Agent uses clear, non-technical language, confirms understanding through repetition, and adapts to customer’s pace during physical steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, does not transfer, and follows through on troubleshooting steps and email follow-up commitment.
O2 Partially Met Proactive follow-through conf 91%
Agent promises to send email with steps, but no confirmation it was sent; also fails to establish monitoring timeline or define success criteria for recurrence.
O3 Met Closure confirmation conf 93%
Agent references prior case from five months ago involving same node and issue, demonstrating use of history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and issue was actively being resolved; no escalation trigger was missed.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expresses appreciation for patience, maintains polite tone, and acknowledges customer effort throughout.
X2 Met Tone & rapport conf 93%
Agent matches customer’s speaking pace, allows time for movement, and checks in regularly to maintain engagement.
X3 Partially Met Overall experience conf 90%
Agent avoids re-asking known info, but does not proactively suggest checking node status via web interface — a step that could reduce future effort if taught.
Call Transcript41 turns · 44 lines
Speaker 2
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, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. To hear these options again. [sound of person blowing their nose] [silence]
00:00
Speaker 1
Hello, Haley. I have the Lyinx Vyra Pro 6E. Have a problem with one of the nodes. Well, you have the, uh, I don't know what you call it the the main or the parent node. That one is hooked up. It has a cable going to internet. through that. And then I have two other nodes. All they have is just power, correct? Yeah. Okay, well, the third one is not working. Um, I tried on restarting it, pulling the power off, putting the power on, and I cannot, just cannot get it going. well, the one disconnected is red, but the other, the other two, the other two are white. the other two are white. right. yes? thank you.
01:00
Speaker 2
Here, what is the LED light coming from the second child node or the one that got disconnected? Okay. Red. And as I, I'm sorry? Okay. So that's the parent and the first child node, right? Both of them are white. Uh-huh. Okay. All right. Just give me one quick moment. What have you done aside from turning it off and on? What are the other things that you do or the you did to the child node?
02:00
Speaker 1
That's all I could do. There's nothing else to do. Uh, yeah, I can try that. We'd like you to try that now. Okay. Uh, it's going to take a minute for me to, to get to the wires here. [silence] [silence] [silence] [silence] [silence] [silence]
03:00
Speaker 2
Okay. Uh did you try bring it in the disconnected child node near to the parent? And see if it will recognize the, you know, the network. Ah yes, of course. Uh unplug the power cable from this child node and then uh bring it near to the parent. You Okay.
03:00
Speaker 1
Okay, and I'll take you with me. Okay. Let me get a step ladder. Okay. Okay.
04:00
Speaker 2
Yes, I'm still with you, Sir Hugh. Okay. Uh, by the way, Sarge, when you're trying to turn on the this child mode. Because I did actually review the ticket.
04:00
Speaker 1
Yes. Yes. Yes. And and the nose, the nose are about 20 feet apart from one another. Okay, I'm logging in now. Okay. Is the mother node blue?
05:00
Speaker 2
which was actually under which is actually under your name? Um is this the same child node that we're having a problem before? Nice. Okay. So, okay. I see. I understand. Uh, Sir Hugh, I will be needing to put the call on hold for like about three to five minutes cuz I'll be checking everything here, especially with my resources. And then try to observe the child node that you just brought near to the parent, okay? Okay, thank you so much. Kindly stay on the line, okay? [ silence ]
05:00
Speaker 1
Yes It's blue. Is blue No. Silence Okay for five seconds.
07:00
Speaker 2
Okay. Thank you so much for patiently waiting on the line here. So, uh right now, what is the LED light of this child node? Okay. Well, might be it's actually about oh, blue. It's not white. Okay. Um, how about this one? You can you press the reset button of the parent node for five times for me please. Yeah. Uh, no. For only five times. Press the reset button for five times, like press, release, press,
07:00
Speaker 1
[silence] that's at the bottom of it. Okay, there's a, okay, that's the little reset little reset just reset on it. [silence] Okay. It is. Okay.
08:00
Speaker 2
Repeat punch release press release. Do it for five times. Yes, the handle of the parent node. Up, up, uh the reset button of the parent node. Uh hit it for five times. Like, press, release, press, release. Okay, so the parent node should start blinking uh and then wait for, okay. And then wait for a few seconds. So that the disconnected child node, uh can recognize the signal from the parent.
08:00
Speaker 1
The light is red. Yes. Solid red. [silence]
09:00
Speaker 2
, silence, silence, Did the child node respond Is it now start blinking or like it's not off the child node Like it's , silence, is it blinking red or solid red
09:00
Speaker 1
Okay. It's white. All right. We start. Now. Okay. Let's 12 seconds 15 seconds. Go. Okay. Is blue.
10:00
Speaker 2
How about the parent? No I want you to press and hold the reset button of this disconnected child node, the one that is on solid red. I know. Do not disconnect the power cord. Just press and hold it its reset button for 15 seconds. Yeah. You can now start holding and pressing it. Okay. Yes. Yeah, it's still in the process of, like, you know, bringing back everything to its default settings. So let's just wait for it, okay? Let's give it some time. [silence] Guess we should be getting a solid blue LED light.
10:00
Speaker 1
Yeah, is a blinking, blinking blue light right now. [silence]
12:00
Speaker 2
ethiopia jayden sir? how often are you experiencing this one? that this child note keep on
12:00
Speaker 1
quite a bit, uh, this last time has been a long time. I, I tried, you know, I tried a several times to uh, unplug the power, put it back on and, uh, but nope. Nope. It's been a while. I figure, I, I, I figure I'd call you because I need, I can, I don't know what else to do. Solid blue.
13:00
Speaker 2
[silence].
13:00
Speaker 1
five times? Okay. Okay. Alright. One, two, three, four, five. It is it is blinking blue right now. Okay.
14:00
Speaker 2
do it on the parent node, yes, on the parent node. Press its reset button for five times. So press, release, press, release. Okay, so that parent node should now stop blinking and then later on yea, and then later on the disconnected child now that is on solid blue should also respond to that parent node and it should also start blinking. Okay, so that process may take for like about two to three minutes, so let's just give it some time. Okay, and then let me
14:00
Speaker 1
Okay. It's blinking white now. What is the maximum range of this uh notes? [silence]
15:00
Speaker 2
And then, uh, let me know if there is any changes on its LED light. Thank you so much. Mhm. Now, that's a good thing. Uh, for the, um, MX 6200, uh, let me just double check it. So, for the MX 6200, the coverage, uh, or the amount of coverage, uh, I think.
15:00
Speaker 1
Oh, my gosh. Okay, so, so then, yeah, this this should be working great because they they're like, they're like 20 or 25 ft apart. Uh-huh. [silence]
16:00
Speaker 2
The area coverage of each of the nodes should be like up to 3,000 square feet. I, uh-huh. Okay, I see. But, uh, let us just make sure, sir, that on the area where this child note is located, there should be no any appliances that could, uh, cause some, like, let's say, for example, a microwave ovens like something like that, which actually produce, uh, you know, some problems with the signal. And the second thing are, the other reason for this problem is might be some thick walls or some metal walls.
16:00
Speaker 1
Yeah. Yeah. Okay, so, and the child node know now the, uh, white light is, is, is, uh, on
17:00
Speaker 2
that could definitely like, you know, cuz signals cannot penetrate to the metal directly and thick walls the signal can definitely like, you know, be having a hard time connecting to a child node which is on the uh other side of that wall. Okay. I see. So and since this is actually like, you know, the same child node that you actually call like maybe for as we're checking here, this conversation actually happened like five months ago. With yeah, with and the same reason of the call like, you know, a disconnected child node, the same model.
17:00
Speaker 1
Constant, but and the parent node, the white light is still blinking.
18:00
Speaker 2
okay it's so that uh that's actually pretty normal because it will definitely look for any available nodes or routers that could be added to its network but yeah uh let's give it at least a minute the child node and then after that uh we can then go ahead and proceed on deploying it okay okay thank you so much okay so uh yeah how about we gonna go ahead and
18:00
Speaker 1
Okay. Okay. I'm going to plug it in now.
19:00
Speaker 2
deploy back this child node to its original location search Okay.
19:00
Speaker 1
Okay, it's plugged in. Now the light is blue. Okay. Okay.
20:00
Speaker 2
Okay, so it will start booting. So that reboot process may take for like about a minute or two because it will still look for the signal coming from the parent. So just give it some time, okay? Thank you so much.
20:00
Speaker 1
Yes.
22:00
Speaker 2
linking blueokingayandum illustrating once the child notice was actually already solid light try to observe it and ify you happen to experience the same issue again. Uhm, maybe you'll consider like, you know, maybe moving this child node a a little bit closer to from its original location. like, you know, maybe try moving it to some open area that you know, that you can still or the child node can still communicate to the parent and, of course, you still have some signal on some other look, some other area of your house as well. okay? Mhm. Uh-huh.
22:00
Speaker 1
okay. very good. can I do what now sir? sure. let me um let me try it on my phone and see what happens. [silence]
23:00
Speaker 2
Okay, um, that, that light mate actually changed for a bit and it goes back to solid white again. So, um, and also Sir Yook I'll be sending you some emails uh on how to do the troubleshooting that we just performed earlier. And of course other troubleshooting as well that might be helpful in the future. Okay, ooh So like can you test the signal Sir from the from that area of the child node? Can you try uh like you know opening or testing the signal from from that area? Okay. Okay.
23:00
Speaker 1
[silence] Correct. Thank you. Appreciate your help. Bye-bye. You too.
24:00
Speaker 2
see dot com. Okay. Thank you so much, sir here. You do have a wonderful day ahead. Okay. Thank you. Have a good one. Bye bye for now.
25:00