V2 Rubric Detail — 72be9ca4-74b7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:11
Duration
20m 3s
Contact
John Andolino
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135387
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+16.1)

V2 Grader Summary

The agent successfully resolved the solid-red node issue on an MX6200 by following the correct KB sequence of resetting the child node and using the parent's pair button. While there was a brief verbal confusion between the 'reset' and 'pair' buttons, the agent corrected themselves immediately, and the technical outcome was accurate and successful. The customer confirmed the node turned solid white and stated 'I guess it's working,' indicating resolution.

V1 Case Analysis

MX6200 child node was solid red. Performed factory reset (held reset until light off), waited for solid blue, then pressed pair button on main node. Node turned solid white and remained online. Internet connectivity not explicitly verified.

Troubleshooting Steps
  • Requested and recorded serial number (after correction).
  • Instructed factory reset of the red node (hold reset until light off).
  • Waited for node to reach solid blue state.
  • Guided customer to press the pair button on the main router to initiate mesh re-join.
  • Confirmed both nodes reached solid white.
Key Observations
  • Agent initially failed to capture serial number correctly, requiring a repeat.
  • Agent incorrectly referred to the 'reset button' when instructing the customer to press the 'pair button' on the main node, creating minor confusion between two distinct buttons.
  • Agent did not verify internet connectivity after node re-joined (no instruction to run speed test or check WAN status).
  • Agent correctly used the pair button method for MX6200, which is the proper procedure per KB.
  • Customer confirmed resolution and expressed satisfaction.
Positive Highlights
  • Successfully guided customer through factory reset of child node with correct hold duration (until light off).
  • Correctly identified and used the pair button method for MX6200, which is the proper pairing mechanism per KB.
  • Set accurate expectations for re-pairing time (3–5 minutes).
  • Confirmed node status (solid white) before closing the call.
  • Reassured customer about automatic firmware updates.
Agent Errors / Gaps
  • Failed to obtain serial number accurately on first attempt.
  • Provided technically ambiguous instruction by referring to the 'reset button' instead of the 'pair button' on the main node, risking customer confusion between the two buttons.
  • Did not verify internet connectivity after repair, leaving a potential gap in confirming full resolution.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms node is now solid white and says 'I guess it's working'
R2 Met Diagnostic thoroughness conf 96%
Agent guides customer through reset (hold until light off), wait for solid blue, press pair button on parent, and monitor for solid white — all aligned with KB for MX6200
R3 Met Correct resolution path conf 95%
Agent correctly selects reset and re-pair for a solid-red child node on an in-warranty device, avoiding unnecessary escalation or dismissal
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identifies solid red LED as error state, determines disconnection from parent, and follows logical reset → pair sequence per KB
T2 Met Appropriate tools / resources used conf 92%
No additional tools (e.g., dashboard, logs) were required; issue was resolvable via physical reset and pairing, which the agent correctly executed
T3 Met No misinformation conf 95%
Technical instructions for MX6200 are accurate: reset child node until light off, wait for solid blue, and press Pair button on parent for 1+ second. The verbal slip 'reset button... I mean, the pair button' was immediately corrected and did not result in incorrect technical guidance
Communication
C1 Partially Met Clear & professional language conf 82%
Agent loses control briefly when confusing 'reset' and 'pair' button; requires clarification, causing momentary confusion despite otherwise good pacing
C2 Partially Met Confirmed understanding conf 83%
Agent uses plain language but fails to confirm understanding after correcting the button confusion; customer does not explicitly acknowledge the correction
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, does not transfer, and follows through until node reconnects
O2 Met Proactive follow-through conf 94%
Agent sets clear next steps: wait 3–5 minutes, watch for solid white, then relocate; customer confirms action
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none warranted — issue resolved at L1
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent is polite and professional but does not acknowledge customer frustration ('I don't understand what's going on') with empathetic language
X2 Partially Met Tone & rapport conf 81%
Agent generally matches pace but introduces confusion with incorrect button name; does not check if customer understood the correction
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial number due to system issue, and agent momentarily confused reset/pair buttons, creating avoidable friction
Call Transcript32 turns · 35 lines
Speaker 1
Hi, I have one of your one of your routers, I have a Linksys MX6200. It has three nodes. I've had it for silent
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 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. This is joy. How can I help you today? [silence]
00:00
Speaker 1
I've had it for a little over a year I guess. Um I don't understand what's going on with it. There's three nodes. I have a two-story house. Two nodes are on one story. The third node is on the third story the second story, I'm sorry. And uh the middle node, the one the one that's the one that's closest to the main uh router is red and I can't get it to turn white. No, no, solid red. And I've rebooted the router several times. That node keeps coming back red. I mean, is there software updates or something for this thing? I'd say this is a high-end router, you know. How do you do that?
01:00
Speaker 2
is it solid red or like a blinking red light yeah um if that's the case then we can just reset that node and read it back to the system i think it was disconnected if it still stays solid red so um first of all you need to
01:00
Speaker 1
Okay, you want me to do that now? That's me, that's me. All right. Let me go down and get the, get near the node downstairs.
02:00
Speaker 2
so that I can walk you through, just to verify, this is Mr. John Andolino, if I pronounce it correct.
02:00
Speaker 1
Plugged. Okay, it's unplugged. Can you hear me? Hello. It's unplugged. Okay. I can do that. Hold on. I the initial shhh the shell number of the
03:00
Speaker 2
All right. Yep. Great. Then plug it in next to your main port or at least 2 to 3 ft. away from it. And also, can you give me the serial number of your Linksys device? Please, just one of them. [silence]
04:00
Speaker 1
this device is: so are you ready? 5818 W10 M2 E01591. okay, so it's plugged in next to the main node. The blue light is flashing. Wait till it turns red. It's gonna take a couple minutes. [silence]
05:00
Speaker 2
Okay. [silence] Yeah, just wait for a moment if it won't turn to red. [silence] Yes. [silence]
05:00
Speaker 1
So number of this node is 58w10m21 echo 01591. The main node is solid white. Yes.
06:00
Speaker 2
Um can you repeat again? The serial number Here. I didn't get any records here in my end. [silence] Okay. [silence] Made note is still solid white, correct? Okay.
06:00
Speaker 1
So as the node upstairs, this one's close, this one's about 20 feet away from the main node and it's red. It was red and it was red and I tried to reboot it and it stayed red. Okay, it just came white. Internet service provider is MediCom. Uh, yeah, MediaCom. It's red now.
07:00
Speaker 2
um say I just give it a minute and who is your Internet service provider um alright kindly reset that one
07:00
Speaker 1
Dress and hold reset button on this node. [silence] until it turns white. [silence] It's off, it's, it's, it's off now. Let go. [silence] Okay. [silence] It's solid blue right now. [silence] It's off now. It's, it's, blue came back. It's flashing blue. [silence] Okay, I'll wait.
08:00
Speaker 2
One just press and hold the reset button until the light will turn off, then release. [silence] Yeah, on the child node only. [silence] Until the light will turn off then release. [silence] Yep. [silence] Then, we'll start to reboot, then let me know if it will turn to solid blue. [silence] Okay. [silence] Let's just wait for the light to turn solid blue. [silence]
08:00
Speaker 1
[silence]
09:00
Speaker 2
Let me know if the child node will turn solid blue, blinking red, or blinking blue. Okay, okay, still trying to boot up.
09:00
Speaker 1
Do these things have firmware updates on them? They do, they don't. Well, I don't know. Automatic. I don't know if it hasn't any hadn't gotten any. I wouldn't know that. Okay, it's solid blue now. Press pair button. Is that what that is? Press and release. Press and release. Okay. I pressed and released. [silence]
10:00
Speaker 2
It does automatic firmware updates. So, yeah. Yeah, they do. They do have automatic firmware updates. Yes. All right. Good. So, on your main node, can you go to your main node and press the reset button? I mean, the pair button, the big button at the center. So you press that. Yeah. The big button at the center. Uh, yeah, just for one second. And what's the light? Yeah. What's the light of the main node?
10:00
Speaker 1
What? Yeah, the blue, the blue is flashing now. Okay, did the, did, did, did that upset the other one that's already white? Okay, it's flashing white.
11:00
Speaker 2
What's the light of the main node after you... Okay that's good. It's now trying to connect to the main node. So let's just wait for it. How about the main node? No um it will not upset or affect it. How about the main node? Is it still flashing white? Okay peaked.
11:00
Speaker 1
[silence] Both of them both of them. You mean which ones? The main one I the main one I can see the upstairs one I can't see. [silence] Okay, well there the main node is still white, the child node is flashing white. [silence] That's correct.
12:00
Speaker 2
Let me know as soon as both of your nodes will turn to solid white. The main node and the child node. Okay. You press the pair button on the main node, right? Not on the child node. Okay, good. I'll just wait for the child node to connect.
12:00
Speaker 1
How long, okay, well, it's been doing that for a couple of three minutes now, never, so if this thing turns white again and stays that way, it's so
13:00
Speaker 2
It'll take like 3 to 5 minutes for each child to finish. So yeah, just give it some time. 3 to 5 minutes.
13:00
Speaker 1
solid white now. When it goes red or after that? okay. Let's stay staying solid white right now. Now. okay. Okay. We move it. [silence]
14:00
Speaker 2
Okay, that's good. Just give it another minute. It might turn to red, but it will go back to white. Then, that's the time you can unplug and relocate it back to where it belongs. Wait, it will go red, then it will go back to white. Then, you can relocate. But if it will stay white after one minute, then you can relocate it. Okay. So, yep, you can relocate it now. Yes, just unplug and plug it back in to its location. okay. Yep. It will reboot, you have to wait 3- five minutes again for it to reconnect to the system. [silence] sometime that it happens, especially if the main node will reboot or there are some power outage. [silence] Sometime the child node cannot reconnect back to the main node. That's why you need to re-add it again.
14:00
Speaker 1
But you're saying, if that happens, again, just put it close to the main node and let it connect and if it doesn't then then try to repair it. Okay, but I hope it wouldn't happen very often because well, it hasn't happened in a long time, so I should be honest about that.
17:00
Speaker 2
if the channel to disconnect, just bring it right next to the main node. Sometimes it will do the work, like it will just reconnect, then you can relocate it back. No need to reset and re-add. Yes, sir. Mm. Mm. Yeah. Yeah. Yeah. Yeah. So on to be now connected.
17:00
Speaker 1
well, it hasn't it didn't go back to red before. let's see what's in there. Okay, so it should it should be okay, you're saying. all right. And and you're saying firmware updates happen automatically to these things. I don't have to do anything. Okay. All right. Well, then right now it's back to white, so I guess it's working. I appreciate your help. yeah, yep, thank you so much. I like your product, by the way. I always have. Yep. Take care. Bye now.
19:00
Speaker 2
the instance says that it will go back to red for like a couple of seconds. Then it will go back to white. That means it's now connected. Okay. Yeah. Yeah. It should be okay and it's now connected. it doesn't have to work. Yeah, it's automatic, sir. Okay. You're all good? Okay, I see. All right. So. You're welcome, sir. Thank you for calling Linksys. You have a good one. Bye. Thank you so much, sir. Thank you for that feedback. You have a good day, too. Bye.
19:00