V2 Rubric Detail — 72336c80-6678-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 16:04
Duration
48m 38s
Contact
Arvin Mangal
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+30.1)

V2 Grader Summary

The agent correctly executed a full mesh reset and re-pairing using verified procedures, resulting in both nodes achieving solid white status and customer confirmation of restored connectivity. Technical accuracy and ownership were strong, though communication could be improved. No escalation was needed as the issue was fully resolved.

V1 Case Analysis

Customer had two MX6200 nodes stuck after power outage. Performed full reset, 5‑press pairing, and admin password recovery. Advised that Wi‑Fi SSID/password will need to be re‑configured.

Troubleshooting Steps
  • Power‑cycled modem and routers
  • Factory reset of parent and child nodes
  • 5‑press pairing method for MX6200
  • Admin password recovery using recovery pin
Key Observations
  • Agent followed the correct reset and 5‑press pairing procedure for MX6200 mesh systems.
  • Communication was fragmented; the agent frequently repeated instructions and mis‑addressed the customer (called him Peter).
  • The customer never received a clear confirmation that internet connectivity was restored.
Positive Highlights
  • Correctly used the 5‑press pairing method appropriate for MX6200.
  • Guided the customer through admin password recovery using the recovery pin.
  • Set appropriate expectations about Wi‑Fi SSID/password reverting to factory defaults.
Agent Errors / Gaps
  • Poor call control and frequent interruptions, leading to confusion.
  • Did not verify that the internet connection was working after the mesh was rebuilt.
  • Mis‑identified the customer’s name once, causing a lapse in professionalism.
  • Failed to provide a concise summary of next steps before ending the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Both nodes reached solid white status; customer confirmed phone connected and later verified TV working after reconfiguration.
R2 Met Diagnostic thoroughness conf 95%
Agent guided power cycle, 20-second resets on both parent and child nodes, then 5-press pairing — logical, complete sequence per KB.
R3 Met Correct resolution path conf 90%
Agent correctly chose full reset and re-setup over RMA, appropriate for configuration issue post-power outage on out-of-warranty hardware.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified symptom (nodes not connecting after power outage), asked about prior operation, diagnosed misconfiguration from node swap.
T2 Met Appropriate tools / resources used conf 95%
Used correct physical tools: reset button and 5-press method; no required tool (e.g., app, logs) was omitted or misused.
T3 Met No misinformation conf 98%
Instructed 20-second reset and 5-press pairing — fully accurate per universal_factory_reset.md and universal_5press_models.md for MX6200.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lost control during long silences and confusion (e.g., 'I'm still with Azure'), failed to re-engage smoothly after holds.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but gave unclear instructions (e.g., 'click it five times one press per one second'), inconsistent comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps, did not transfer, and stayed until resolution confirmed.
O2 Met Proactive follow-through conf 95%
Set clear next steps: wait for solid white, reconnect devices; gave accurate timing (2–3 minutes) and follow-up actions.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue resolved in L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted; issue resolved in L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Minimal empathy shown ('no problem', 'sorry'); did not acknowledge customer frustration from outage or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Pace was steady but agent did not adapt to customer confusion; multiple clarifications needed due to unclear phrasing.
X3 Partially Met Overall experience conf 85%
Customer repeated information, held line multiple times, and re-entered passwords due to setup reset — avoidable friction.
Call Transcript76 turns · 85 lines
Speaker 1
yeah so I'm trying to quiet my router here I have two routers
00:00
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. 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. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling LinkSys Technical Support. This is Rio. How can I assist you today? Um, uh, what are you trying to do, sir?
00:00
Speaker 1
to my link sys router. I have two. no. I don't know what's wrong. We had power outages and a command back and nothing working. Last week was the first time I get up. Yes. [silence]
01:00
Speaker 2
Okay, I see. Got it, sir. How many links devices, sir, is not connected to your network? And both of them are not connected to your internet? May I know, sir, if it is the first time you are going to connect them or was it working fine before? Okay, experience. So you have experienced power outages. All right, no problem. Um, I was able to pull up a record, sir, using the number you call, you've used to call. Am I speaking with Mr. Arvin Mango? Okay, all right. Sir, just to double check, the links ear devices that you have there are MX 6200, correct? [silence]
01:00
Speaker 1
Yes, I have two.
02:00
Speaker 2
Okay. Prior to calling us here, have you tried already, um, turn off, turn back on both the routers and the modem that you have? Yeah, reboot. Reboot them. Did you try that already? Okay, go ahead. Turn off first, uh, turn off all of your Linksys and then the modem, sir. And then after a minute, just turn on first the modem. And do not turn on for, do not turn on yet, the Linksys. Just the modem first. Okay, turn on the modem only. Wait for it to be stable. Yeah wait for it to, it be stable, cuz the lights, should be stable for the modem.
02:00
Speaker 1
mmm [silence] the light is on there [ silence] maxi is blanking and mother is blanking it's blanking white and it's not saving it Yes. it have to be a stable blue right or white? yes okay stable blue no and so on Okay, I plug it in. So, what I did, I I I switched the I switched the one I had in the room, I put it to my main Roa, I switched it here because I have two.
04:00
Speaker 2
Okay, just wait for it to be stable before we turn on your Linksys. Okay, just wait for it to be stable before we turn on your Linksys [silence] for the spectrum. Um, I, uh, are not actually familiar with the modem. Okay, can you try now to turn on your parent node for the Linksys? Just the parent node. [silence] I'm sorry, you switch. Uh uh. [silence]
05:00
Speaker 1
Because the black one was not working either. I gotta reset. But why why the black one wasn't working? Okay so should I put the the back. Okay so should I put the back
06:00
Speaker 2
um, main other reason here why you wanted to, why did you switch them. Oh, okay. Alright. cuz if you switch them, sir? You need to reset your whole system. And then set it up again. we able to reset them? Well, if if your parent node, sir, is not working, that automatically the other node or the child mode, when not work also. You don't No, sorry, you've already switched them. So what we going to do is we're going to set up again from the start. So, by setting up from the start, we need to reset and after resetting, um, add it uh in the system.
06:00
Speaker 1
Yeah. Should I connect the other one, the chat mode as well? Okay. The line is blanking, blinking blue. Oh, okay. Okay. Yes, I will do it next time. Sorry. It's flashing red now.
07:00
Speaker 2
Peter what's the now degator showing in your corn hand Cornhand Okay, please what parent node? What's the life and get her showing? Okay, just give it some time, Peter word for it to be stable. Sister, next time, do not touch your nose because once you switch your own, Peter, parent node and hit node are not the same. So once you select the parent, then that will that n up on it. Okay? Okay. that's not a problem. Let's wait for the parent node to turn what color?
07:00
Speaker 1
The in advance tables one only one can sit yes. There's a small button on the back. [silence]
08:00
Speaker 2
So for your parent know sir, can you try to reset it? You hold and press the reset button for, I'm sorry. Let me just double check the physical connection. How many ethernet cable connected at the back of the parent note? Okay. It's in the internet, it's in the internet port, correct? Can you try to reset the node? Hold and press the reset button for 20 seconds please. Yes. Yes.
08:00
Speaker 1
Okay, I did that. Two to three feet. Okay. One second. All right. I have to get the pen. Okay. Thank you.
09:00
Speaker 2
Okay, just wait for the parent node to turn blue. And then, can you try to get your child nodes, sir? And then, plug it in near to the parent node, at least 2 to 3 feet. Yeah, it should be near to the parent node.
09:00
Speaker 1
Okay, plug it in
10:00
Speaker 2
Did you turn on already sir. It's Ed G.
10:00
Speaker 1
All right, they're both blinking blue. [silence] Yes, I told you about blinking blue. [silence] Okay. [silence] Okay, I did that. Everything reset. [silence]
11:00
Speaker 2
the child node, sir. Did you just turn it on already? Okay and kindly reset also the child node. You hold and press the reset button for 20 seconds. Okay. Let's wait for all of your notes if they're in solid blue.
11:00
Speaker 1
[silence] Can you hold one second for me please? [silence] Hello? Can you hold one second for me please? I have to answer this call. Hold on. [silence] Yes, hello?
12:00
Speaker 2
I'm sorry. ? Yes, I'm still with you sir. sure, go ahead.[silence]
12:00
Speaker 1
OK. One is red and one is blue. The parental mode is red and the child mode is red. The child mode is red and the parental mode is blue.
13:00
Speaker 2
Yes, I'm still with Azure. How's the child nodes and the parent node there? What light is going? Uh, which one shows red? Huh? Oh, okay. Okay. Okay. Okay. Okay. Okay. Okay. One second. Understood. Understood. Continue. Continue. Continue.
13:00
Speaker 1
It's solid red. Okay. Okay, 20 seconds up.
14:00
Speaker 2
Is the child notes her solid red or blinking blue? Can you try again, sir, to reset the child node hold and press the RIS button? For 20 seconds. Mhm.
14:00
Speaker 1
Yes, blinking blue. What is that? It's like a feet and a half. [silence]
16:00
Speaker 2
There are no other Ethernet cables connected at the back mount.
16:00
Speaker 1
No. Okay, both is blue now. Okay, what do I gotta do? One, two, three, four, five. Okay, I did that. Yeah.
17:00
Speaker 2
Speaker 1: click on it right? Okay. just wait for it to turn blue cause if both of your nodes will turn blue meaning to say it in a set up mode perfect good. Now, let's go ahead and go to the parent node here. So, in the parent node, the small button, the reset button, try to click it five times one press per one second. Not too fast, please. Press the reset button in the parent node five times. Not too fast. Okay. So, let's give it some time.
17:00
Speaker 1
I saw a white light now. A white light flashing. Everything went to factory fall. Oh shit. So I gotta set back my my password and my everything my wifi name and everything. Oh jeez. I can put it back the same name I had.
18:00
Speaker 2
So let's give it maximum of seven minutes. It will turn solid white, both of them. So, sir, since we've reset your whole system, just as a proper expectation, your current Wi-Fi name and Wi-Fi password is deleted, okay? So it was back to factory default. Yes. Yes, sir, Wi-Fi name and Wi-Fi password. Because the moment that you switch the node, that was already.
18:00
Speaker 1
I can put it back to the same name I had? What I'm saying? Can I put the same password and name I had? Okay, so I don't need to change my device settings? So my TV again, I gotta put in password and WiFi name? Oh, right. That's what I'm asking. Okay. Alright, so we wait. Everything blinking. The parent mode blinking white, the child mode blinking blue. So we have to wait for five more minutes.
19:00
Speaker 2
Yes, you can switch the Wi-Fi name and Wi-Fi password later. Yes, sir. you can have the same Wi-Fi name and Wi-Fi password later. Yes. No, no, sir. The same Wi-Fi name and Wi-Fi password, if you want to make that automatically, all your devices will still be connected. The old Wi-Fi name and password. Sir, just wait for it to turn solid white, sir. Yes, sir. [silence] [silence] [silence] [silence]
19:00
Speaker 1
You let me know when if I've, when it's, when the time is ready, right? Okay. I see both, I see bothest flashing solid, bothest flashing white now. So it looks like you've gotten somewhere. Yeah. Looks like you've gotten somewhere.
21:00
Speaker 2
Just let me no if all of the nodes turn solid white. Okay. Let's just wait for it to turn solid white.
21:00
Speaker 1
one moment okay hold on please okay one second one second [silence]
23:00
Speaker 2
Please ... on your telephone, ... What's the trouble?
23:00
Speaker 1
Okay. Bottle is nice. Trigri, my phone.
24:00
Speaker 2
Okay now do you have a linksys after? Okay can you try your phone first connect it to the linksys wifi name? Yes.
24:00
Speaker 1
Okay. I'm not fine. The name. I go to Wi-Fi scanning for network. So it's have VLOB VLOB setup 3a 3a0. But I'm okay, I got to catch it now.
25:00
Speaker 2
go to Wi-Fi settings and then connect it to the Linksys Wi-Fi. The name will be the Linksys Wi-Fi name is there. So you try to go to settings, available network. Yes, sir. That's yes sir. And then the Wi-Fi password is indicated at the bottom of the Linksys parent notes.
25:00
Speaker 1
Password. Okay. [silence] I have to put a password in. Checking for quality of internet connection. OK. OK. Yes, connected. Link is OK. OK. One second.
26:00
Speaker 2
Hey, able to connect now your phone, sir, to the Wi-Fi, okay? And then. Can you try now, sir, to open your linkedin app, please?
27:00
Speaker 1
Thanks. Thanks. Checks. They were. They are. But I'm. Checking my phone. For the above. I. Dumpy. I go in the world. The above. I don't not find it up on my game. Tina. Okay. Open the app. Hello. Yes. I'm in the dashboard. Android. [silence] Hello.
28:00
Speaker 2
Mhm. yes okay and can you tell me if you're in the Dashboard now? uh what's the device that you're using are you using iOS or Android? alright so in your phone sir in the top left corner you will see they're three lines correct click that
29:00
Speaker 1
Hold on, hold on. Something's not right. They're telling me Breissy Lota. That's my name of my internet is not connected. Troubleshoot. We don't want to do that, right? Should I select a different network? No. It just tells me what it. It's telling me no connection for the internet. That was with my old name. Okay, I pressed it, we'll up 852. It says it has no internet connection.
30:00
Speaker 2
no. Uh did it ask you to put a Wi-Fi name and Wi-Fi password? What did it says? [silence] Okay. Uh do you have what are the other options that you can click there? [silence] You see there is skip, next.
30:00
Speaker 1
No, I don't know why the dashboard not coming on. It sent me to this. I'm going back. Let me go back. Let me go back. Let me open back the app. So it asked me for email address and password. It says wrong password. So what I'm going to do, put my password. [silence]
31:00
Speaker 2
You're in the dashboard, sir? [silence] Oh, you don't need to put the email and password. Do you have an option there, like login or access router password? Okay, try to click that, sir. Do you know what's your router password? Router password is different from Wi-Fi password.
31:00
Speaker 1
Yes, I know it. So I type it in. and it tell me to reset password. Recovery pin is 0 6 0 9 0 8 8 2 0.
32:00
Speaker 2
Do you know your router password sir? Okay, try to put it. Okay. Okay, try to reset your password so you can create a new one.
32:00
Speaker 1
Called repatched? enter. No it came up on my phone. Oh. Oh. Oh, OK, let me go. recover tea. OK I did that. It said reset your router password. So I gotta put in the password I want now right? Yeah. Yeah. That's the password that I'll have to enter to um going to my um to log into it, right? Yeah.
33:00
Speaker 2
Aegis flight 101, does that one?
34:00
Speaker 1
I had a new, the old password and it's not working no more. I'm trying to do that.
35:00
Speaker 2
to log in there in the Linksys app. That's your password, sir. That's why you need to create a new one, sir. Are you able to create now?
35:00
Speaker 1
Okay, I try to hold me. I don't see what. Okay. Bring me to my dashboard here, saying willop set up is online. Nodes two,
36:00
Speaker 2
Okay. Okay. Now try to click through top left corner there is three lines. Were you able to see that? [silence] Okay. No try to click through top left corner there is three lines. Were you able to see that?
36:00
Speaker 1
Yes, I clicked that. Wi-Fi setting yes. That's the same thing what I did so what what was the one I did just now? Oh that's only for the languages so this one now is for my okay
37:00
Speaker 2
[silence]
37:00
Speaker 1
Okay. [silence] I did that, so I could save. [silence] Yeah. [silence] I remember the name. [silence] So, it's good. [silence] Yeah. [silence] Now it's saying restart, restart your wifi. [silence] This could take a minute.
38:00
Speaker 2
Hey, sir. Make sure you save the your wifi name and wifi password so that you'll not forget it. Click save. Okay. Okay, to give it some time, at least two minutes. great yeah and for the first i listed the latter showing for your notes all miss
38:00
Speaker 1
They both, they both, they both white. So shall I exit this to clear restart in your Wi-Fi? This could take up to a minute. Exit that. Okay, exit that. Go to my Wi-Fi now, right? Scanning for networks. Okay, IP address, blue dots. Okay, I found it. Connected without internet, where is that?
40:00
Speaker 2
right now okay can you try sir to in your phone try to go to your settings and then Wi-Fi and track your job renamed Wi-Fi name so you you will be able to connect to that Wi-Fi name yes yeah you can exit exit yes
40:00
Speaker 1
connected to linksys it says connected via linksys it says connected it showing it is connected breezy breath was that yes the whole the whole wifi name i had breezy lotus i and the bottom it says connected vie
41:00
Speaker 2
And you try to turn off the Wi Fi in your phone and then try to turn it back on you know. I'm not sure what Wi Fi. That you're old is it your old Wi Fi name that you're connectedOh okay.
41:00
Speaker 1
Yes. Okay, let me see my bras device not coming on though. Let me see what's going on here. Just wanna make sure my TV's working.
42:00
Speaker 2
That's your old Wi-Fi name that you're connected, correct? Okay. All right. So that means, sir, you are already connected to your old Wi-Fi name and, of course, your other devices will still connected to that old Wi-Fi name and Wi-Fi password, okay? You can now unplug the child node and then you can put it back to the original location and let's check if it still stays white. [silence]
42:00
Speaker 1
It's not working. I know why I did it wrong. So not my device coming on. Oh, shit. Oh my God. No, no. I know what happened. So the name for my password, I put it wrong. Can we reset that? Okay, let me go back. Oh my God. Oh, I can't believe I spelt that. Open links is hard. Open the [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
43:00
Speaker 2
it often sounds better. [silence]
43:00
Speaker 1
The app. The app is opening up. Wait one second. Okay. Where do I go? Left corner here. Press that. Go to Wi-Fi settings. Wi-Fi settings, yes. [silence] Okay, I have it now right there. [silence] Continue. [silence] It's a, restart your Wi-Fi. [silence] Okay.
44:00
Speaker 2
Okay, click save. Okay, give it at least two minutes. All right, sir. So you can try to go to your settings here in your in your phone Wi-Fi and then check if your Wi-Fi name is showing and connected.
45:00
Speaker 1
Yes, connected on my phone okay let me plug out my hide and plug it back on okay came on silence
47:00
Speaker 2
Okay, you can try to check also your devices.
47:00
Speaker 1
So why did you do it so once I disconnect I'm put it back there it should work all right so I'm gonna disconnect now now no this is all I need to get done you're welcome okay bye bye
48:00
Speaker 2
Okay, anything else, aside from this, sir. Yes, it will turn solid white after two to three minutes. Mhm, alright. Okay, thank you so much, sir for your time, and if you need further assistance, you can always call us back. Okay, bye-bye.
48:00