V2 Rubric Detail — 61abc786-6bd7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 12:07
Duration
9m 17s
Contact
Asif Natha
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134024
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: inquiry about LED color

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall46.7% (-9.3)

V2 Grader Summary

The agent identified the mixed-model setup and correctly explained differing LED behaviors, resolving the customer’s core concern about the green light. While no active troubleshooting or next steps were provided, the explanation was technically sound and accepted by the customer. The interaction lacked full ownership and closure but achieved partial resolution through accurate model-specific guidance.

V1 Case Analysis

Customer observed different LED colors (blue vs green) on MX4200 parent and child nodes. Agent incorrectly stated green LED means online for MX series. Customer accepted explanation but issue remains unresolved due to technical inaccuracy.

Troubleshooting Steps
  • Asked for and recorded serial numbers to identify models
  • Provided incorrect explanation that solid green LED means online for MX series nodes
Key Observations
  • Agent incorrectly stated that solid green LED means online for MX series nodes (KB contradiction).
  • MX5700 is not a valid Linksys model; agent failed to clarify the likely correct model (MX5500).
  • No verification of actual connectivity or performance was performed.
  • Serial number collection was inefficient and caused customer confusion.
Positive Highlights
  • Used serial numbers to identify models, a valid troubleshooting step.
  • Maintained polite tone and closed the call with customer satisfaction expressed.
Agent Errors / Gaps
  • Incorrectly stated that solid green LED indicates online status for MX series nodes (contradicts KB).
  • Failed to correct invalid model number (MX5700) or clarify the likely correct model (MX5500).
  • Did not verify actual connectivity or performance after explaining LED status.
  • Serial number handling was disorganized and led to unnecessary back-and-forth.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent confirmed nodes are online in router settings and explained differing LED behavior across models, which addresses the core concern about the green light. However, did not verify or troubleshoot the wired backhaul setup.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent verified node status via serial number lookup and router settings, confirming all nodes are online. Did not perform deeper troubleshooting (e.g., checking backhaul type, signal strength), but did use KB-backed model-specific LED interpretation.
R3 Partially Met Correct resolution path conf 93%
Agent identified mixed models (SPMX-42 and SPMX-57) and correctly explained differing LED behaviors. This constitutes best-effort troubleshooting for a mixed-model setup, though no further action was taken.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (green light on child node) and used serial numbers to determine model mismatch. Asked for model/serial to diagnose, but did not explore the wired connection issue further.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent used serial number lookup to identify models and referenced internal knowledge of LED behavior differences. Did not access admin UI directly with customer, but acted on accurate system data.
T3 Partially Met No misinformation conf 89%
Agent correctly stated that different models have different LED indicators and that green/blue both indicate online status for their respective models. Misstated model prefixes as 'SPMX' instead of 'SPNM', but serial verification was accurate.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent attempted to clarify node count and model numbers, but struggled with flow and allowed customer to dominate. Framed no expectations, but maintained basic call control.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms and confirmed understanding of serial numbers. Did not fully adapt to customer’s technical level or confirm comprehension of LED explanation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and attempted diagnosis using available tools. Did not transfer, but also did not commit to follow-up or further action.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan was provided. Call ended without setting expectations for future support.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was clearly warranted — issue was resolved to customer satisfaction with explanation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and professional, but gave no explicit empathy or acknowledgment of customer effort. Tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 89%
Agent matched customer’s pace during serial entry and stayed engaged. Did not adjust tone significantly, but maintained interaction without disengagement.
X3 Partially Met Overall experience conf 88%
Customer repeated serial numbers, but agent successfully decoded them despite ASR issues. No unnecessary steps were added beyond data collection.
Call Transcript20 turns · 20 lines
Speaker 1
[silence] Good afternoon. How are you? [silence] Got a very quick question. I've got some Linksys joana routers. which have Daisy-Chained now, what is big community fiber, versions? they're expensive. Now you've got, they're yours but they're community fiber. But I had a quick question for them. [silence] The node versions are MX 400s. And I was wondering, my main one that comes in, currently can... So I have two two nodes and the main one, I have this quick question. The node versions are MX 400s. And I was wondering, my main one that comes in, currently can... So I have two nodes and then...
00:00
Speaker 2
Welcome to links is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling links is. This is Ice. How can I help you? I'm fine, sir. Good afternoon. How can I help you, sir?
00:00
Speaker 1
The main one.
01:00
Speaker 2
Uh, your iPad Pro, it can be connected wirelessly or wired. So, if you have wired your
01:00
Speaker 1
to my other child node by what are cable. three nodes in total. Yep. And put the parent, which is at the edge of the house. That then connects to child node number one by Wi-Fi. And child node number one, accidentally child node number two by hard table. Okay, because my child node too. My child node two, which takes my child node one, our cable, is always lying green at the moment.
02:00
Speaker 2
hold on. Um, let me clarify first. You have two nodes or three nodes? Three nodes. Okay. All right. So, uh, it's okay. So, to connect your child node to your child node one, using a wired cable. As I've mentioned, you can connect, yes.
02:00
Speaker 1
I don't know why. But on the Linksys app it's showing connected. The parent node is blue. My parent node is MX4,000. Both MX57s.
03:00
Speaker 2
Um, what's the, what's the status of light of your parent nodes, the color of its, LED? solid blue. Can you tell me what's the model of your parent nodes? All right, and your child nodes, UmX Fed FL use.
03:00
Speaker 1
Yes. . five seven just MX five seven. . Yep. . Yep. . which one.
04:00
Speaker 2
five seven. 5700 right? Just MX five seven. All right. So when you look at the on your links is up or the routers setting, you can see that all your notes are online. 00: 05.608 --> 00: 06.018 OK. Uh before we proceed, sir. May I have the serial number? Uh There's
04:00
Speaker 1
And the parent node is yeah, five five T 20 M 12 D 04039. And the child one is six. [silence] Yep. No, 20 madam. 20. Yep. one to. Yep. Yes madam. Yes ma'am.
05:00
Speaker 2
55p for Peter. 55p 20m for Mike. 120 for David. 04039. That correct. All right, thank you.
05:00
Speaker 1
Is it 42? OK. That is 65. N for November 0, no, N for November 1 0. M for Mike number 2. C for Charlie E for Echo number 1 number 2 number 7 number 4 number 1.
06:00
Speaker 2
actually that uh uh serial number corresponds to a model sbn mx 42. so that model is. yes it's sbn mx 42. now what about the child note? what's the uh uh serial number? all right so that uh a serial number you provided is corresponds to model sbn mx 57. all right so the parent node is 42
06:00
Speaker 1
okay. okay. okay. so that means it's connected to okay. That's great. That's all. Thank you very much. Sure. My name is Asif. That's Alfaれ Sierra Indigo Foxmustang.
07:00
Speaker 2
... You too. Why when I look at your router settings, it shows that three nodes are online, they're connected and online, but they have different light... ... because your parent node is model SPMX-42 and it has a different light behavior compared to your... ... child nodes, which are a different model SPMX-57. So, a green light, sir, or a blue light, solid blue, solid red, they all mean connected and online, so you don't have to worry about that. So, that is awesome. Yeah, that is awesome. All right, before we end the call, sir, can I have your name so I can create a record?
07:00
Speaker 1
other side thanks go November Alpha hotel Alpha. november alpha tango hotel alpha. Yes Alice ottar.com
08:00
Speaker 2
[silence]
08:00
Speaker 1
Indeed. [silence] Thank you. [silence] Thank you. [silence] Bye.
09:00
Speaker 2
All right, um, thank you so much uh, asset for the information inside. In case you have issues with your router, you can call us back again for any assistance, okay? You're welcome. Thank you, uh, for calling in to.
09:00