V2 Rubric Detail — 702dfabe-6ffa-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:28
Duration
27m 30s
Contact
April Harrison
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134649
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_CN got disconnected to the network

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+27.6)

V2 Grader Summary

The agent correctly diagnosed a mesh node pairing failure on an MX2000 system, guided the customer through a full reset and app-based re-addition, and confirmed both child nodes were online. All technical and procedural steps were accurate and complete. The interaction was well-controlled and resolved successfully, with only minor opportunity to enhance empathy language.

V1 Case Analysis

Customer reported MX2000 mesh nodes not joining (child nodes blinking red). Performed factory‑reset of child nodes, used Linksys app to add them back. Both child nodes now solid blue and internet shows online.

Troubleshooting Steps
  • Collected model, serial, and contact info; created case.
  • Guided customer to open Linksys app and initiate node addition.
  • Instructed on proper factory reset of child nodes (reset button press, LED sequence).
  • Used app to add nodes back to the network, waited for completion.
Key Observations
  • Agent correctly identified the MX2000 as an Intelligent Mesh (Velop) device and used the correct app-based workflow.
  • Reset instructions were mostly accurate but initially misstated the expected LED behavior (expected solid blue during reset, but official KB states solid purple for MX series).
  • The agent correctly interpreted the purple LED as a valid setup state and proceeded with node addition.
  • Customer was kept on the call until both nodes were successfully added and online status was confirmed in the app.
Positive Highlights
  • Collected all required case information (model, serial, email) at the start of the call.
  • Successfully guided the customer through the correct app-based node addition process for the MX2000.
  • Correctly interpreted the purple LED state as a valid setup condition and did not treat it as an error.
  • Maintained control of the call and kept the customer engaged until full resolution was confirmed.
Agent Errors / Gaps
  • At [11:00], instructed to hold reset until solid blue, but per KB (universal_factory_reset.md), MX2000 should reset to solid purple, not solid blue. This could cause confusion.
  • At [12:00], described reset sequence as blinking red three times then solid blue, but correct sequence for MX series is blinking red, then off, then solid purple (setup state).
  • Did not explicitly verify internet connectivity on a client device after resolution, relying solely on dashboard status.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed both child nodes were successfully added and online, stating 'it did it' and 'now I have two nodes,' with agent confirming 'everything is online now.'
R2 Met Diagnostic thoroughness conf 97%
Agent systematically identified the issue (child nodes blinking red/purple), verified model (MX2000), guided through reset process, and used the app to add nodes—logical, progressive troubleshooting.
R3 Met Correct resolution path conf 96%
Agent correctly applied a full mesh rebuild path (reset child nodes, re-add via app) appropriate for an Intelligent Mesh (MX2000) system with pairing failure, without unnecessary escalation.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (child nodes blinking red, not joining), confirmed parent node status (solid blue), collected model/serial, and logically isolated issue to child node configuration.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the Linksys app and physical reset button—key tools for node pairing on an MX2000 (Intelligent Mesh) system—interpreting LED states correctly.
T3 Met No misinformation conf 96%
Agent provided technically accurate reset instructions (hold until red blinks, wait for solid blue) and correct app-based node addition steps per KB guidelines for MX series.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control throughout, guided step-by-step, managed transitions smoothly, and kept the customer on track despite confusion and interruptions.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed device connection ('Is your phone on the parent Wi-Fi?'), and adapted to customer’s pace and confusion during reset attempts.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, performed all necessary actions, and stayed on the line until resolution was confirmed.
O2 Met Proactive follow-through conf 96%
Agent provided clear next steps: finish setup in app before moving nodes, wait 2–5 minutes for solid blue, and offered to stay on the line—realistic and complete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was resolvable at L1 with proper troubleshooting.
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 90%
Agent was polite and professional but did not explicitly acknowledge customer frustration or effort ('I understand this has been frustrating'), missing a key empathy opportunity.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, repeated instructions when needed, and maintained engagement despite technical confusion and distractions.
X3 Met Overall experience conf 96%
Agent minimized customer effort by guiding directly to correct reset method, avoiding redundant steps, and using the app interface efficiently.
Call Transcript44 turns · 46 lines
Speaker 1
Yes, for some reason, my uh mesh system just stopped working. I didn't get new internet or anything and and now when I try to connect it back, I cannot get it connected back. I've downloaded the
00:00
Speaker 2
[silence]
00:00
Speaker 1
I app've done all the steps. So, little mesh lights just keep blinking red. I have the one that goes into the router and then two additional. That's correct. it's blue, it's blue. Yeah, yeah, solid blue. Uh-huh, that's correct. Just blinking. Both of them are blinking. Mm-hmm. spectrum?
01:00
Speaker 2
How many do you have for your mesh? So, three nodes in total. Okay. And the parent node, what's the LED color light of the parent node? Uh, the color LED light of the parent node, what's the cal- And then, okay, so the parent note is solid blue and then the child nodes, two of your child notes are blinking red? Or just one? Okay. Who's your internet service provider, ma'am?
01:00
Speaker 1
correct. Yes. Um the serial number on the parent one is um, 5 0 D as in dog one zero M as in monkey, 2 5 C as in cat, 5 4 5 0 7. Um uh, uh, I see model number. Oh yes, MX 2000. That's right, yes.
02:00
Speaker 2
Okay. So when you're connected to the Wi-Fi of the parent node, you still have internet, right? Okay. Can I have the the serial number? Let me double check the child nodes. Thank you so much. this one ma'am is the MX 2000 for the model. I'll just like to confirm if this is correct. Okay.
02:00
Speaker 1
Mhm. Uh, let me double check. Yes. Yes they are. Um, April, A P R I L, um, shell, S H E L L 1010 at yahoo.com. That's right.
03:00
Speaker 2
child nodes are they the same model? okay all right let me create a case ticket before we move forward with your concern um can you have an email address? shakes shell h sorry sh- e- l- l- m-s- h- e- l- l- one zero one zero at yahoo.com all right and then first name and last name same on the email okay all right and this is the best callback number in case the call get disconnected, the one that ends in two nine nine two all right so since [silence]
03:00
Speaker 1
I brought them in here to the main one to try to like reconnect them but it's it's no use, they will not they will not do it. Yes, yes, I do yes, um I'll have to go all the way back to the beginning because I was I was trying to connect it using this app, but it wouldn't work um okay um manage my Wi-Fi okay, I'm here um let's see um it it asked me to connect to my router and I told her I would and now it's asking me to connect the router to my modem, yes.
04:00
Speaker 2
okay, since the parent or child, uh, and since the parent node is working mem, um, where are your child nodes? Okay, and then do you have the Linksys app by any chance? Okay, can you open the Linksys app for me? let me know what you have on the Linksys app. Okay. So, what's your option for manage your Wi-Fi? Is your phone connected to the Wi-Fi of the parent node?
04:00
Speaker 1
Let me double check. I I put it on there but let me double check. I'll I'll make sure. Yes it is. Okay. So now it says to plug my nodes in. Yep. And then now it says to plug the nodes in and it'll tell me when it's ready. And maybe we'll have a different result but I've already done this and it and it never tells me to do anything else. Um, yes, even though okay. Yes. Mm-hmm. Oh, now it's connected. Um, and it's telling me to name my. It didn't do this step earlier. I swear I did this before I called you. Hold on a, okay, let's let's see. Okay hold on. Okay. Okay let's see. Okay, continues. [silence]
05:00
Speaker 2
okay, it is okay. So just click next on the links app, ma'am. Uh, let's log in first on the app. That's fine. That's let's, um, I think you have an option that the node light is solid, right? Can you select that one? Okay. Let me know what you have next. Let's let's try that one first, then we'll proceed with the child node.
05:00
Speaker 1
I don't know if I have an account.
06:00
Speaker 2
Um, do you have an option to do it later? Okay. All right. Let's do that one.
06:00
Speaker 1
Figuring my network. Yeah, definitely didn't do this before, so this is good I think. I'm Oh, no, okay, let's see, um, why is my parent mode all of a sudden blinking? It's it's saying it's configuring it. So maybe it is trying to do something. Um, cuz now my parent node is blinking blue. Oh, it's solid again. Um, and then my little phone just says it'll take it could take up to a minute, so. Oh, [silence]
07:00
Speaker 2
Did you reset as well the parent node earlier? Like did you press and hold the reset button or you did not do anything on the parent node? M.
07:00
Speaker 1
it's Harrison is created. Okay, great news. All right. Step one, go to your phone setting, select your new Wi-Fi, Harrison. And then once connect, so I have to connect to that and then return. So go back to Wi-Fi. Connect to Harrison. Okay. There we go. It's trying to connect. Okay. Okay, not connected yet. I can go back and click the next step. Okay. Okay, it's looking for my children nodes now. So, it's acting like, oh, I guess it says I'm have to add the nods. It's acting like they're not here. Um, it's, it basically sent me back to, and it says, uh, plug in the, plug in the other ones. Yeah, plug your additional Nodes, nodes, whatever they are into power, near the router, keep them close for this step. We'll tell you when it's okay to move them. And then it just doesn't do anything. Um, I can click on it. See, it still, it just keeps looking for the child ones and it can't find them. Yeah, we didn't find any,
08:00
Speaker 2
That's fine. Do you have, what are your options on the linqis app now? [silence] Do you have an option to click next or finish? [silence] Okay. Do you have? Okay. So, so just,
09:00
Speaker 1
Mmn. Send an air report. Uh, let's see. Where's a dashboard? Okay. Okay, yes, that's where I'm at. Just one. Yes, Yes I can. Yes. Yes, it's showing that my
10:00
Speaker 2
click next on that one Ma'am. That's fine. Just proceed to the dashboard and then it will show you the main dashboard page. Alright, so it's showing one node and then how many devices? Okay. So you, um, you can see the new Wi-Fi name that you have created, right? Alright. Okay. And below that Wi-Fi name, is it showing Internet online? [silence] Right, so it shows that it is connected to the internet. [music] [silence] Start, the play. Which pressure are you saying it? [silence] Nick paid a forward what?
10:00
Speaker 1
A phone is on this router. Got it. Okay. Oh, it's blue, but I didn't see it go red.
11:00
Speaker 2
Okay, that's good. At least it's able to recognize the parent node connection. So, um, since the child node is within the parent node right now, ma'am, since you moved it, um, I need you to reset. So we will reset the child nodes. So, you can just choose any of the child node that you'd like to start first. So, um, once you begin with the reset, so underneath it, you will have the reset button. Can you double check if you can locate the reset button? Okay. All right. So, I want you to press and hold the reset button and then observe the LED light. Um, once you start holding the reset button, the LED light should blink red three times, and then the light will go off. Uh, wait for the light to turn to solid blue before you let go of the reset. Okay.
11:00
Speaker 1
Oh, it's blinking blue. I didn't resent me. Okay, Okay, hold on, let's see. I think I had it took upside down to see hold on. Can you say hold it down 'til it's solid blue? Yes, and now they're blinking blue.
12:00
Speaker 2
You did not... Okay. Okay. Okay. [silence] yes, um usually usually once we read, um usually the the reset process is that it will blink red three times and then you will see no light. [silence] So the LED light will turn off and then that's the time that it will turn solid blue. But as you've mentioned the LED light uh like it's different. It just turns solid blue, right? Okay. [silence] Just let go on that one man. Let's set aside on that one for the mean time. Can you try the other child node?
12:00
Speaker 1
Oh, God. One's purple now. I don't know what that means. Okay. Uh, one is just blinking blue and one is purple now. Uh-huh, the first one I did. That's right. Oh, no, I let go. It's blinking blue.
13:00
Speaker 2
still that that right and then, um what about the second child now? Are you still hold on the reset button? Silences] That's the one.
13:00
Speaker 1
Ooh. Uh-huh. Okay. Okay. Uh-huh. It's blinking red. It's off. Okay. Okay. It's blue. That one's blue. Okay. So do the same thing to the other one. Okay. [silence]
14:00
Speaker 2
Okay, so we'll go back mom- okay. But we'll have to do a proper reset on that one just to make sure. So I want you to go back to the first child node. The good thing is that that is purple. So I want you to press and hold the reset button. Are you still holding it? Blinking red, okay. Wait for the light to turn off. All right. Wait for it to turn blue, then let go of the reset. That's good. Yes, do the same thing on the other one.
14:00
Speaker 1
Okay. Okay. The first one's blinking blue and the second one is solid blue. Um, actually, now they're both blinking blue. That's right.
15:00
Speaker 2
Okay. Okay. Which is the solid blue, the first child node? Okay. So they're both blinking blue. Okay, all right. So let's just wait for them to turn back to solid purple and then we'll begin with the setup of the child node.
15:00
Speaker 1
Not that we're aware of. They just suddenly stopped. We don't know why. [silence] The first one turned purple, but not the second one. Okay, they're both purple now.
16:00
Speaker 2
So what happened prior to the disconnection mom? Was there any power outage happened or they just suddenly okay. Alright, that's good. So um let's go back to the Lynksys app. Alright. And then on the Lynksys app dashboard you will. [silence]
16:00
Speaker 1
Add Node to here's. Okay. Okay. Okay. Plug it in. Let's see. Plug in additional nodes into power near router. We'll tell you when it's okay to move them.
17:00
Speaker 2
you have a menu button on the upper left hand corner. It's the three lines. Uhhhh it looks like a hamburger icon, tap that one. And then scroll down, there should be set up a new product, select that. And then, yes, add node to your home network.
17:00
Speaker 1
Okay, it's looking for my child ones again. Grant.
18:00
Speaker 2
Ah, okay. So what do we have?
18:00
Speaker 1
It's uh the little lines going across the bottom and just saying that it could take a minute. Oh, so it says adding. It's still purple and now it says that it's adding the child nodes, uh keep the phone in the set up area. This could take four to six minutes per mode, mode. Yes, one of them has started. Yes. Magic. Okay, okay. Awesome. Yeah. Oh, I may I'm just trying to keep my dogs in check. They're trying to just do the most. Okay.
19:00
Speaker 2
is it still the same? okay and then the child nodes are still solid? okay okay and then at least one of the child nodes should start blinking okay that's good so that means the parent node was able to recognize the child mode so yeah we'll just have to wait within six minutes so if you need to do something else ma'am while we're waiting you can take your time okay okay I'll be here okay okay all right that's fine I'll just be here you can take your time.
19:00
Speaker 1
So one is, no, one is actually blue. Yay. And then the other one is the blinking purple. It's connecting to
24:00
Speaker 2
any changes ma'am with the light of the child nodes or will we still having have okay. uh okay. all right, so, that will take another six minute since it's per note. so, yeah, you can continue what you're doing, okay, you can take your time. uh ok. you're welcome.
24:00
Speaker 1
Oh, um, it still, still says it's, it's adding them, but everything is blue. Oh, good. Yeah. Okay, it did it. Um, it says now I have two nodes. Yeah. Yeah, now it says I can move them. This is awesome. Yes. I did. Yes. Perfect. Okay. [silence] Okay.[silence] Okay.
26:00
Speaker 2
Okay. the upgrade will actually change in a few minutes. It's just establishing a connection between the nodes. Uh, that's good. So click next for the option. And then you can click finish. Finish first before you move them. All right. Okay, all right. So everything is online now. So do you want me to stay on the line while you do that?
26:00
Speaker 1
I should be fine. No, I'll be fine. Thank you so much. Awesome. Thank you. Thank you so much. bye bye.
27:00
Speaker 2
You move the child nodes. I can still wait. Okay. Okay. You're welcome. So, just unplug them and then plug them to your preferred location. Then just give them, like, two to three minutes or five minutes. They should just automatically turn back to solid blue, okay? No need to do anything. You're welcome. You're welcome. You have a good day. Now you take care. Bye-bye. Bye-bye.
27:00