V2 Rubric Detail — 710744f6-7ed0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:35
Duration
38m 52s
Contact
631-834-2334
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00136886
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall56.5% (+28.5)

V2 Grader Summary

The agent attempted to resolve a blinking blue MBE7000 node but provided several technically unsupported instructions, including a non-existent power-cycle sequence and vague reset guidance. Despite the lack of tool usage and technical inaccuracies in T3, the agent demonstrated strong ownership and executed a proper escalation to L2 after the device failed to respond to resets. The ticket data confirmed the product was in warranty, aligning with the escalation decision.

V1 Case Analysis

Customer reports MBE7000 mesh nodes stuck blinking blue after power outage. Agent provided incorrect reset procedure, failed to verify WAN/cabling, and escalated to Level-2 after 36 minutes of ineffective steps.

Troubleshooting Steps
  • Requested model number (MBE7000).
  • Instructed customer to press and hold reset button until LED turned off (incorrect procedure).
  • Advised unstructured power cycling ('unplug for two, plug for five, repeat five times').
  • Asked about modem port usage but did not verify correct connection to router's Internet port.
  • Escalated to Level-2 team after 36 minutes.
Key Observations
  • Agent provided incorrect reset instructions: 'press and hold until light goes off' — KB states hold for 10–20 seconds until light changes (universal_factory_reset.md).
  • No verification of WAN/internet status or correct Ethernet cabling between modem and router's Internet port — skipped fundamental isolation step (universal_isp_modem_diagnostics.md).
  • Serial number and warranty status were never collected despite asking for model number.
  • Agent advised undocumented and unstructured power cycling method ('unplug for two, plug for five, repeat five times') — not aligned with KB guidance.
  • Misinterpreted blinking blue LED state — KB states blinking blue on MBE7000 indicates discovery mode, not failure (adjacent_connecting_devices.md, velop_wifi_connectivity.md).
  • Did not access router web interface to check connection status or settings.
  • Allowed customer to believe network was still broadcasting from an unplugged node without correction.
  • Long hold time (6 minutes) without explanation or progress — severely impacted efficiency.
Positive Highlights
  • Asked for the customer's model number early in the call (transcript [02:00]).
  • Maintained a polite tone and used customer-appropriate language (e.g., 'ma'am').
  • Escalated to Level-2 team with a clear callback timeframe when unable to resolve (transcript [37:00]).
Agent Errors / Gaps
  • Provided incorrect factory reset procedure for MBE7000 — instructed to hold reset until LED turns off, which is not documented and may not trigger reset (universal_factory_reset.md).
  • Failed to verify WAN connection or correct Ethernet cabling between modem and router's Internet port — skipped Step 1 of universal_isp_modem_diagnostics.md.
  • Did not collect serial number or verify warranty status despite asking for model number.
  • Advised unstructured and undocumented power cycling method ('unplug for two, plug for five, repeat five times') — contradicts standard 30-second power cycle in KB.
  • Misinterpreted blinking blue LED state — did not consult KB to understand that blinking blue on MBE7000 indicates discovery mode, not failure (velop_wifi_connectivity.md).
  • Did not access or reference router web interface to check connection status or settings.
  • Failed to correct customer's assumption that an unplugged node was still broadcasting Wi-Fi.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated without resolving the issue or confirming a hardware fault; no resolution path was completed.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent attempted a factory reset and power-cycling variation, but skipped core steps like modem reboot, WAN cable check, and LED status verification per KB.
R3 Met Correct resolution path conf 95%
Ticket data confirms the product (MBE7000) is in warranty, and the agent chose escalation after recognizing persistent failure, which is appropriate for a suspected hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified blinking blue LED and model (MBE7000), but failed to diagnose WAN connection or test modem directly as required by universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md.
T2 Not Met Appropriate tools / resources used conf 97%
No use of diagnostic tools: no remote access attempt, no guidance to check router UI at myrouter.local, no speed test, and no WAN port inspection.
T3 Not Met No misinformation conf 95%
Agent provided multiple technically incorrect instructions: 'press harder' is not a valid reset method; the 'unplug for two, plug for five' five-times sequence is not in any KB; and failed to specify the 10-20 second hold required for MBE7000 in universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent framed escalation and maintained basic control, but long silences, repetitive prompts, and disorganized transitions reduce effectiveness.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms and repeated steps, but failed to confirm understanding when customer expressed confusion about node roles and reset process.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, performed troubleshooting, and initiated escalation without transferring responsibility prematurely.
O2 Met Proactive follow-through conf 98%
Clear next step set: L2 callback within 2–3 hours; collected name, email, and phone number for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this was the first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Escalation was justified: customer reported repeated factory reset attempts failed, node remained in blinking blue (setup mode), suggesting possible firmware or hardware fault beyond L1 scope.
E2 Met Escalation prep & handoff conf 96%
Agent captured full customer contact details, explained reason for escalation (advanced troubleshooting needed), and set clear callback expectation.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized, thanked customer for waiting, used polite language, and acknowledged difficulty without defensiveness.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a calm tone but did not adapt to customer’s growing confusion about node roles and reset methods, leading to repeated clarification needs.
X3 Partially Met Overall experience conf 82%
Customer had to repeat actions (reset attempts) and clarify physical setup multiple times, but agent eventually isolated the issue and set a clear path forward.
Call Transcript54 turns · 58 lines
Speaker 1
Okay, so we have the, hi, I'm having a problem connecting my towers to the, um, to my internet. Um, they are offline, but they're not, but there's road construction up the road, so I had to reboot everything. And when I did that, now they're, I can't reconnect them.
00:00
Speaker 2
Welcome to Lynx is 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. Hello, thank you for calling Linksys technical support. This is Sam. How can I assist you with today? Well, all right. So what's the error message mom you're getting when you connect your device?
00:00
Speaker 1
like the cable's fine. You know, the internet's fine. I just can't connect it to my routers. Yes, my home, anything that's hardwired is perfect. But I just can't get the towers to work. Like, so if anything's, you know, Bluetooth, it doesn't work throughout the house. Where is it? It's underneath, right? out of here.
01:00
Speaker 2
Oh, I see. So, you confirmed that your modem is working. [silence] Yeah, I do apologize to hear that one ma'am, but yeah, no worry. Let me assist you with this concern. [silence] Before I proceed ma'am, can you provide the serial number and the model number of your main router, the one that is connected to your modem? [silence] Ma'am? [silence] Yes, ma'am.
01:00
Speaker 1
OK, this is, OK. The model number. Hello? The model number is MB as in boy, E as in Edward 7000 is five, nine, A as in apple, one zero, M as in man, two, nine, D as in dog, zero one one five three.
02:00
Speaker 2
Yes. Now the model number and the. Got it. And how about the serial number?
02:00
Speaker 1
Xfinity. It is blinking. It is quickly blinking blue. [silence] and the other two nodes I have unplugged already. I'm sorry, say it one more time. The other two nodes, you said? The main node is. No, it's been plugged in since yesterday when I was trying to fix it. Yes.
03:00
Speaker 2
Got it. And also, my name, who is your Internet service provider? Sidney. And what's the late status of your main note right now? Is it solid red? Blinking good. So, did you just plug it back in, ma'am, or it's plug in already, before you call us? Um, no, the main node. Did you just plug it in? Oh, I see. And the light status, it is still blinking blue.
03:00
Speaker 1
yep yup, perfect. Yep. Yep. I'm with you. I tried to do this on my own. I couldn't. I've had these a long time. I'm all ready to troubleshoot. All right, so I hold the reset button down for how long.
04:00
Speaker 2
And you have two nodes or two child nodes, right? Okay, so let's focus first on this main node, man. And once we connect this main node, then that's the time we'll add a child node. All right. So for this, ma'am, since the light status is blinking blue, what we can do here is we will reset this router and then set it up again. It means that it should go back to the default settings or factory settings and then set it up again. But you need to press and hold it until the light goes off and release once the blue light is showing. The light should turn off first.
04:00
Speaker 1
still blinking you alright, hold on. You know what I'm going to get a pen? my face too chubby.
05:00
Speaker 2
Who checked it? And I got it. Did the light went off already? Press it harder.
05:00
Speaker 1
She'll blink. in There's a little button that says reset, right? go blinking and it's definitely pressed cuz I have a pen a pen in there now [silence] Nope. Nope. Go blink. [silence] [silence]
07:00
Speaker 2
Yes, it's a little better. All right. Because the light should turn off. So that it will properly reset. Oh, so.
07:00
Speaker 1
Hold on, I'm gonna get something else to, Oh, I'm sorry. [silence] Okay, try that. I'm definitely pressing it now. Like there's not even a question and it's still blinking.
08:00
Speaker 2
All right, so linking it doesn't turn up. All right, a moment here. How about this one, ma'am? Kindly grab one of the child node and we will make it as a new main node.
10:00
Speaker 1
Okay all right. Now, this one's blinking blue too. So you want me to hold the button down on this one. Yes.
11:00
Speaker 2
I'm not yet, though. Let's wait for about two to three minutes since that child zone is still starting up. And did you plug it into your modem? All right. So let's wait for about two to three minutes and let's wait for the light status to change. And if the light status of this child zone is blinking red after three minutes, then that's the time you will press the reset button there, right? All right.
11:00
Speaker 1
Linking Blue. Okay. Thank you for your help.
13:00
Speaker 2
[KEEP_UNCERTAIN] The blinking blue. So let's wait for a minute. Yes, you're welcome. [silence] That's all right. For the 4X. No. [silence] Two watts. [silence] Right. [silence] Can you tell me now, man, what's the light status? [silence] They'll link in. Boots. So let's wait for a minute. [silence] Yes, you're welcome, man. [silence]
13:00
Speaker 1
[silence] Yes. It's plugged right into my direct modem.
14:00
Speaker 2
All right, can you tell me now what's the light status? Is it still blinking blue? And just to confirm, ma'am, this device or this node, where is it plugged in? Is it from the main source or on a power strip? [silence]
14:00
Speaker 1
It's plugged right into the wall, next to the modem. Yes. Should I try to put it in a different port on the modem? Does that make sense? [silence]
15:00
Speaker 2
All right. Direct to the wall. All right. So it's still blinking blue. Wait one moment here. All right. How many ports are there on your modem, ma'am?
15:00
Speaker 1
There are four that are in the yellow Circle, which means that's where the you can hardwire something. Yes. Yes. [silence] There is one in the yellow Circle, in the yellow thing that has orange. I'm wondering if I should just change it to that one. It's yeah, you know, it's a yellow square and inside of the yellow square, there's four ports. But one of the ports has an orange line next to it. So could that be the main one? Maybe I've had it in the wrong one all this time? It's I haven't I haven't touched the modem. I took the wires out of the back of the node and plugged it into the next node.
16:00
Speaker 2
Mm-hmm. No, I see. So there are four ports. And where did you plug in the, um, ethernet cable on the router? Is it plugged in on the internet port where there is yellow label? Hmm. Got it. Um, where did you, um, plug it in earlier? [silence]
16:00
Speaker 1
You know, what I mean? Like, I didn't touch the electric. I didn't. Yeah, I don't touch anything on the modem or the electric. Number one. Yes, it in number one. Still blinking blue. [silence]
17:00
Speaker 2
I see. So, you just... Okay. but yeah, you don't need to touch anything on the modem, um, just like in the cable, um, on the internet port, on the first port of the router, like on the upper part of the adapter. Okay, so it's plug in on the 2.5 gigabit internet, right.
17:00
Speaker 1
Um, let me see if that's what it says. It is It doesn't say how many gigabytes, but it's the one It's been plugged in the same way for like a year. You know what I mean? Nobody's touched it. Oh, the router? It is on 2.5, yes, it's on the bottom one, yes. Yes. Okay. [silence]
18:00
Speaker 2
on the router lands there is a 2.5 gigabyte internet yeah all right and it's blinking all right so let's try to reset this one Ma'am can you press and hold the reset button until the light went off
18:00
Speaker 1
Joe Blinking Blue. I. I haven't. It's all the way in, by the.
19:00
Speaker 2
You already pressed the reset button harder. All right, so is it so blinking loose?
19:00
Speaker 1
Yes. Should I let go of it, button and try it again? [silence] Okay. So unplug for two plug for five. And do that five times. Just just the electric. Okay. Keep it.
21:00
Speaker 2
yes. kindly let go. the reset button. let's try this one instead. One moment here. all right let's try to unplug the node five times, like, unplug it for two seconds, unplug it back in again for five seconds then we will repeat this five times. Yes. yes the electric from the main source or the power source.
21:00
Speaker 1
but I'm going to keep it attached to the. Modem, correct? Okay. Okay. Okay.
22:00
Speaker 2
Yes, the modem. Yes, that is correct. [silence]
22:00
Speaker 1
old blinking blue. Okay. I'm looking though. Why is that even any wide? I'm trying to like figure this out.
23:00
Speaker 2
Alright. Let's wait for about two to three minutes, if the light will change after three minutes. Mm-hmm. Mm-hmm, yeah . [silence]
23:00
Speaker 1
What she's telling you is for one, the Wi-Fi settings in my phone. I'll go on in a second. Okay. Yes. I'm still connected. Yep. All my lines. Yep. [silence]
25:00
Speaker 2
And also man, just to confirm when you go to the Wi-Fi settings in your phone, do you still find the network name? Yes, do you still find the network name that you have? You are so connected to the Wi-Fi.
25:00
Speaker 1
Wi-Fi, I'm sorry? [silence] [silence] Yes. Um, capital T, Ted, TED and the word and. The next, uh name is Max. Ted and Max. Yes. And then the node is still linking blue. I'm sorry. The old main node is over here. It's not connected at all. Yep. [silence]
26:00
Speaker 2
When you set it up before, did you customize the Wi-Fi name of this router? Did you customize or change the Wi-Fi name of this router? May no what's the Wi-Fi name you are connected right now? Mm-hm. I see. So it's still showing and you are still connected. Even though the, even though the main node, did you unplug the main node earlier? The old main node or the old parent node, did you plug it in?
26:00
Speaker 1
It has no wires connected to it. It's right next to me. I'm sorry. The first node that the first the first parent node is completely off and disconnected. So now you told me to take one of the child nodes and try to make back the parent node. That one is still connected and still blinking blue. I am connected on the Wi-Fi. Yes. And the things that are hard wired.
27:00
Speaker 2
No, no worse, but it's on. um, is it on or off? Mm-hmm. I see. I get it. Got it. All right. So you are connected on the wifi, but no internet connection.
27:00
Speaker 1
Like my TV or my husband's office the computer. Everything is working. I just can't get the nodes to work. Like you know, so this way we have. Yes. [silence] Let me just go back in there. I switched out for a minute. Uh, yeah.
28:00
Speaker 2
uh huh got it all right and also just to confirm mum um you mentioned that the hard wire like the TV or the computer where is it hardwired is it hardwired directly to your modem or to your um Xfinity modem all right and the light status of the new or the child node is still blinking blue or the one that is connected to your modem
28:00
Speaker 1
Yep, those blinkin blue. Yes, yes, thank you. Could it be that because it's connected to the Xfinity? Does the phone go straight to that? Okay.
29:00
Speaker 2
Got it. Yeah. Is it okay, mom, if I put this on hold for about three to five minutes? I just need to pull up some resources here. Yes, cuz it's a bit odd that your network name is still showing even though you unplugged the main node or the old parent node already. But it's still showing on your Wi-Fi list. But let's take a look at it. Um, no, ma'am, cuz once you unplug the main node or the old parent node, it should not be showing on your Wi-Fi list since it's already unplugged. But let's double check it. So, let me put this phone on hold for three to five minutes, all right? And double check it.
29:00
Speaker 1
Thank you. Okay. Max, Tom.
30:00
Speaker 2
Thank you so much. Just stand in line. I'll be right back. [silence] Hello ma'am. Yeah, thank you so much for patiently waiting on the line ma'am. So, I already um, reached this one out. And this case should have a advanced troubleshooting, since your router keeps on rebooting even though you already pressed the reset button harder and used the pen to reset this.
30:00
Speaker 1
Yes. Okay. Alrighty. The sooner the better. I will wait. My email address is
37:00
Speaker 2
But the light won't change or not responding. so I will escalate this concern to our level two team and expect a callback from them within two to three hours. All right. Or do you have any preferred callback time? All right. And before we proceed, I'm going to provide your first and last name and also your email address for me to create a record for you. Got it. And your phone number, your best phone number that we can call you back is 631-831-2334. Is this correct? Got it.
37:00
Speaker 1
you too. Thank you.
38:00
Speaker 2
all right, so expect an email from me, or I mean a call back from our level two team, ma'am, or our advanced team, so that they will isolate this case within two to three hours, all right? all right, thank you so much, ma'am, and I do apologize that I could not provide a ...an information about this one, but ...you're welcome, fam, and have a good one, and keep safe always. bye for now.
38:00