V2 Rubric Detail — 6a620062-7be4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:20
Duration
19m 42s
Contact
Jeff Adise
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Albert Dominic Roa
HappyFox Case
#PR00136115
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LED keeps blinking blue
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership4.29/5
Escalation0.00/5
Customer Exp0.00/5
Overall20.4% (-19.6)

V2 Grader Summary

The agent failed to resolve the mesh setup due to undiagnosed incompatibility between MX4200 and MX6200 nodes, skipped critical diagnostics, and provided inaccurate technical guidance. Escalation was warranted but omitted, and the customer experienced poor communication, lack of empathy, and increased effort. Assessment 3’s findings on technical accuracy are decisive and confirm material errors against KB guidelines.

V1 Case Analysis

Customer unable to set up MX6200 (serial M8W10E24E04157) as parent node for existing MX4200 mesh. Agent provided incorrect 5-press reset instructions and did not guide customer to access http://myrouter.local. Node remained solid blue; issue unresolved. Further troubleshooting required.

Troubleshooting Steps
  • Verified model (MX6200) and serial number (M8W10E24E04157).
  • Confirmed correct power adapter (12V 2.5A).
  • Connected MX6200 to modem's Internet port.
  • Attempted pair button method on parent node.
  • Incorrectly instructed 5-press reset method (agent said 'press and hold' instead of five quick presses).
  • Attempted 20-second factory reset.
  • Checked for Wi-Fi network visibility on Mac computer.
  • Checked Ethernet connection.
Key Observations
  • Agent incorrectly described the 5-press method as 'press and hold' ([14:00]), contradicting KB guidance (universal_5press_models.md) which requires five quick presses.
  • Agent failed to guide the customer to access http://myrouter.local to check setup status or firmware, a critical step per velop_router_setup.md.
  • No escalation, callback, or self-help path was offered despite repeated failures and customer frustration.
  • Customer reported no Wi-Fi SSID or Ethernet connection, indicating the MX6200 never entered setup mode.
  • Agent did not verify if the device was already configured or check for firmware mismatches, per velop_router_setup.md troubleshooting steps.
Positive Highlights
  • Collected correct model number (MX6200) and serial number (M8W10E24E04157) from the customer ([04:00]-[05:00]).
  • Confirmed the correct power adapter specifications (12V 2.5A) for the MX6200 ([07:00]), preventing potential power-related issues.
  • Attempted multiple standard procedures (pair button, 5-press, factory reset) in response to setup failure.
Agent Errors / Gaps
  • Provided incorrect instructions for the 5-press method: instructed customer to 'press and hold' ([14:00]) instead of five quick presses, directly contradicting universal_5press_models.md.
  • Failed to guide customer to access the router's web interface at http://myrouter.local to initiate or monitor setup, a standard step in velop_router_setup.md.
  • Did not follow proper reset loop troubleshooting: skipped checking for firmware updates, did not advise waiting 5+ minutes, and did not escalate after hardware-level failure signs (solid blue LED without setup mode).
  • Did not offer any next steps, escalation path, or follow-up plan after troubleshooting failed, leaving the customer without resolution.
  • Allowed troubleshooting to become reactive and disorganized, jumping between methods without validating outcomes or providing clear guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Issue remained unresolved — MX6200 stayed solid blue with no network connection established despite multiple attempts; customer ended call without working solution.
R2 Not Met Diagnostic thoroughness conf 95%
Skipped essential diagnostics (firmware version, node generation compatibility); relied on ineffective pairing/reset attempts without verifying root cause or using logical sequence.
R3 Not Met Correct resolution path conf 97%
Pursued pairing MX6200 with MX4200 nodes despite cross-generation incompatibility (per KB), failing to educate on limitations or recommend valid path (e.g., full replacement).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions about firmware, generation compatibility, or root cause; jumped directly to pairing procedures without identifying symptoms.
T2 Not Met Appropriate tools / resources used conf 93%
No tools used (web UI, logs, remote session) to verify node status/configuration; relied solely on verbal instructions despite available diagnostics.
T3 Not Met No misinformation conf 97%
Incorrectly implied MX6200 and MX4200 are compatible in same mesh, contradicting KB (velop_mesh_compatibility.md); also misapplied 5-press pairing (invalid for MX series).
Communication
C1 Partially Met Clear & professional language conf 90%
Maintained basic call flow but lacked clear framing/transitions (e.g., 'you may plug in' without confirming readiness), causing customer confusion and abrupt instructions.
C2 Partially Met Confirmed understanding conf 88%
Used accessible language but did not confirm understanding or adapt to customer’s frustration/confusion; repeated instructions without comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Remained on call throughout, did not transfer, and continued troubleshooting attempts despite repeated failures.
O2 Partially Met Proactive follow-through conf 85%
Suggested waiting for LED changes but provided no concrete timeline or follow-up commitment, leaving next steps ambiguous.
O3 Met Closure confirmation conf 94%
Referenced customer’s serial number, email, ISP (Optimum), and prior support history, demonstrating case continuity and avoiding repetition.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation was warranted due to persistent failure and likely hardware incompatibility but was never initiated, leaving customer without higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Never acknowledged customer’s frustration (e.g., no empathy statements like 'I understand this is stressful') despite repeated expressions of doubt/effort.
X2 Not Met Tone & rapport conf 96%
Maintained rigid procedural tone without adjusting pace/style for customer’s confusion or emotional state; failed to check comprehension at key moments.
X3 Not Met Overall experience conf 95%
Customer forced to repeat resets, wait for LEDs, and perform redundant checks without agent streamlining or reducing effort.
Call Transcript31 turns · 34 lines
Speaker 2
Welcome to Let's Us 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. [silence]
00:00
Speaker 1
Yes, I have a Linksys Mesh Network with the MX4200 and I'm having issues. You probably see a whole bunch of text support calls. I've I called the other day and it was suggested that I get a a one new router. I think I got the 6200
02:00
Speaker 2
Thank you for calling Linksys. This is Abby, how can I help you? Yes, sir. [silence]
02:00
Speaker 1
Okay, but I'm looking on the outside of the box. And then I was told it's called Develop Pro 6E. I was told that this now, this new router, should become the parent node in the mesh network with the 4200s. So, first of all, is that correct? And secondly, can you help me set this whole thing up? Okay, what I'm setting up is there's an existing system, and I'm setting up a new, a more advanced node, I guess the 6E, as the parent. Which means that I have to reestablish everything. And at the end of the day, I need to reestablish everything.
03:00
Speaker 2
Okay, so you're trying to right now you're you're setting up the a whole new system and the is the replacement unit, right?
03:00
Speaker 1
and I need for my system to be able to be remotely restarted and booted, which I wasn't able to do with my 4200s. So uh can you help me get this system set up properly. And the serial number, M8W10E24E04157
04:00
Speaker 2
Okay, so you will be, uh, let me just uh, verify that third half. So, um, you'll be setting up, you'll be setting up a new parent node, okay? And, and what is the model number of that uh, device there? MX 6200 and what is the serial number? [KEEP_UNCERTAIN] and I just pulled up your record. This is Jeff at DC. Did I pronounce that, right? Okay. And your email address is or card hillbnb at gmail.com. So you still have the same? Yes. And you still have, uh, optim as your internet provider, right? Okay. So, how many nodes do you have in total, including the this new, uh, node, the MX [REDACTED_PAYMENT_DIGITS]?
04:00
Speaker 1
A 6200 and there's one, to three 4200s and one older. Even older than that. And put them in one place, okay? Right now, I don't. Can I use the power cable from my 4200? Or do I need to replace that? Yes, it does. It's just that everything is [silence]
06:00
Speaker 2
okay all right so yes sir since uh yeah you'll be setting up um a new system here can we gather all your nodes in one place yes put them in one place and uh let me know if you have the MX 6 200 connected to your modem well when you when you had this uh M 6 200 it doesn't have a power cable that came with it well [silence] you would need to buy a power cable separate. okay.
06:00
Speaker 1
You know, it I've got everything tied together underneath, uh because it's, it's set up nicely. So the wires are already through, you know, wire hiding stuff, but if I can't use that power, can I use Mhm. Uh, um, okay, this is 12 volt 2.5. Let me see what the current one is.
07:00
Speaker 2
Well, as long as they have the same, okay, you can actually use the same power adapter as long as they have the same output voltage. For MX6200 it should be 12 volts 2.5 amp.
07:00
Speaker 1
You know, I'm, just going to, I'm, just going to place it. okay okay I I'm plugging in should I plug anything in yet should I plug in the parent node or anything yet okay okay okay okay okay
08:00
Speaker 2
uh come again sir yeah you may plug in the parent node now and uh connect the uh modem the optimum to this MX 6200 yes just make sure it's connected to the internet port
09:00
Speaker 1
Oh, this is weird. This only has one other connector on the 6,200. Wow, that's really crap. Wow. Okay. Okay, this was the bad node. [silence] Now. [silence] Now. Now, do all the nodes have to be plugged in or I'm just gathering the nodes? Let's see. Okay. Okay. Well, the par parent node is uh plugged in and the the light on the top is blue. Yes, it is.
10:00
Speaker 2
If possible, sir, can we plug them in, so as, we can, uh, configure them all together, we can actually just set up first the parent node, the MX 6200, then we'll be setting up the child nodes later, is it solid blue now? Okay.
11:00
Speaker 1
what do you mean? Which which wireless it was on? yeah, yeah, yeah, yeah, of course. Yes, of course. Okay. And Rick O, There's nothing happening. I just pressed it. So I don't have to press and hold just the press.
12:00
Speaker 2
Do you, do you still remember your wireless settings, sir? The wireless settings of your child node? I mean, of your old system? The Wi-Fi name? Yeah, the Wi-Fi name as well as the password. Okay, so you have a copy of that. All right. Okay, then. So, yes, let's just press the, at the bottom of this MX6200, there's actually a pair button. Finely press the pair button, sir. It's below the reset. Just press it once. Yeah, just press it once. Yeah, just press it once.
12:00
Speaker 1
There's been no change of state, though. It didn't do anything, but. No. I'll press and hold this time. I did. No change to the light. Yes, it is. No. This is a brand new system, why wouldn't it? Okay, I gotta stop you because I had I'm I've been I've been struggling with [silence]
13:00
Speaker 2
No change. It's still solid blue. Okay, if the pair doesn't work, then let's just do the, uh, five press. Okay? Let's press the reset button at the bottom, five times. One, two, three, four, five.
13:00
Speaker 1
This is a brand new system, right out of the box. Why wouldn't it work? [silence] Okay. So, press the reset button quickly. [silence] Do I have to hold it for two seconds and let go? [silence] Okay. Still a solid blue.
14:00
Speaker 2
press the reset button at the bottom of this device five times. No sir. Just press and hold, I mean, just press it once. Okay so it's like press, release, press, release, press, release. Do it five times.
14:00
Speaker 1
I do. I brought it up with me so I can put an ethernet cable onto it and plug into this thing. This is, or already I have no confidence in the system because the reboot didn't do anything. Didn't change the light, that is or anything. Which, which doesn't give me a warm fuzzy feeling already.
15:00
Speaker 2
Okay, so we'll just wait for around two three minutes, if there's any changes on the light. Do you have any computer available, Sir Jeff? Okay. [silence]
15:00
Speaker 1
you want me to remove, you want me to, um, Okay, it's already plugged in. and uh, um, Nope. still solid blue. God no. Yes it is.
16:00
Speaker 2
uh, if uh, you have extra cable, just plug in the computer to the other port, to the other ethernet port. Okay, do you see any changes on the LED indicator? Or it's still solid blue. Okay, can we go to your computer? Is your computer running on Windows? Uh, is it Mac? Okay, uh, can we click on the Apple uh, icon then go to system settings and check under the internet network settings? And let's see what happens after we connect to the network. Okay, can you see any changes on the LED indicator? It is not blinking yet. Okay, let's check on the computer. Mac? Okay, can you go to the system settings? Can you see under network settings? How would you describe those settings on? Okay, it seems like there is no network connection detected. Uh, let's try connecting to another network. Um, let's try um, forget this network and search for other available network okay.
16:00
Speaker 1
Yes. Um, no, because I took out the parent node. Oh, no. You wanna know what what Wi-Fi thing networks I have? No. I do not have that. Um, let's see, let's see. Uh, that way. But, okay, first let's find out where my internet is not connecting from. Might be console mode. But I'll um, I'll go through console mode. What can I do. Wait. you're still not connected to the network. Oh, my and then I noticed that you it's showing off.
17:00
Speaker 2
Systems preferences, yes. And then look for Ethernet. Ethernet, not connected on Ethernet. What about Wi-Fi, sir? Do you see the Velo setup? No. That will be that will be the parent node. The MX 6200 will be the parent node.
17:00
Speaker 1
[silence] Yeah. [silence] Linksys uh name uh 04157. [silence] Yes. [silence] No, it's not there. No, it's not there. [silence] Okay.
18:00
Speaker 2
I need that device. And what is the name of the network? Okay. So, uh, if you go to your computer, and then you click on Wi-Fi, are you able to see that network? Okay, we'll perform a reset on that device. Kindly press and hold the reset button for 20 seconds.
18:00
Speaker 1
no change in light status... yes... Oh... now it just went off... okay... now it's starting to flash...
19:00
Speaker 2
When you pressed the reset, it did not even blink. It's just remained solid blue. Okay. [silence]
19:00