V2 Rubric Detail — 746594a8-5f91-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 21:16
Duration
29m 13s
Contact
Benica Brown
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132126
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_device reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.9% (+30.9)

V2 Grader Summary

The agent demonstrated strong technical accuracy and appropriate resolution path selection by migrating to an in-warranty node and executing correct reset and pairing procedures. However, the interaction ended without confirming network functionality or establishing follow-up, leaving the issue unresolved despite reasonable troubleshooting.

V1 Case Analysis

WHW03 parent node solid blue, no internet; child nodes red. Attempted MX2000 replacement with incorrect reset and pairing guidance. Issue unresolved.

Troubleshooting Steps
  • Verified LED states on WHW03 (solid blue) and child nodes (red blinking).
  • Power-cycled parent node with 3-minute wait.
  • Attempted replacement with MX2000 as new parent node.
  • Provided incorrect 30-second factory reset instruction on MX2000.
  • Guided 5-press pairing sequence (not supported for MX2000).
  • Suggested uninstalling and reinstalling Linksys app.
Key Observations
  • Agent misinterpreted solid-blue LED on WHW03 as hardware failure — KB states solid blue is normal operational state.
  • Provided incorrect 30-second reset instruction for MX2000; KB specifies 10-second hold until LED blinks red.
  • Applied 5-press pairing to MX2000, which is only valid for Cognitive Mesh (LN/MX6200/MBE7000) per KB.
  • Failed to verify WAN internet connectivity before proceeding with node setup.
  • Customer had in-warranty MX2000 available, yet agent defaulted to paid support instead of guiding proper replacement.
Positive Highlights
  • Agent acknowledged customer's email and attempted to locate account.
  • Correctly identified need to power-cycle parent node.
  • Recognized MX2000 was in warranty and pivoted to use it as new parent.
  • Maintained calm tone and attempted to guide customer through setup steps despite confusion.
  • Suggested app reinstallation as troubleshooting step.
Agent Errors / Gaps
  • Did not collect model/serial information at the start of the call.
  • Misinterpreted solid-blue LED on WHW03 as hardware failure (contradicts KB).
  • Provided incorrect 30-second factory reset instruction for MX2000 (should be 10 seconds).
  • Applied 5-press pairing to MX2000, which is not supported (only valid for Cognitive Mesh).
  • Offered paid support without first attempting valid self-help or replacement path.
  • Failed to verify WAN internet connectivity before proceeding with node reset.
  • Did not confirm correct Wi-Fi name or password for new setup.
  • Did not validate successful mesh synchronization or internet access post-setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends without confirmation that internet is restored or mesh network is functional; customer still reports issues with app access and device connectivity.
R2 Met Diagnostic thoroughness conf 90%
Agent performed power cycle, factory reset, 5-press pairing, and guided setup of new parent node — all relevant, logically sequenced steps for a mesh migration after hardware failure.
R3 Met Correct resolution path conf 95%
Agent correctly identified WHW03 as out-of-warranty, offered paid support path, then pivoted to in-warranty MX2000 and proceeded with full troubleshooting — appropriate path selection based on warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (solid blue LED, no internet), asked about ISP, serial numbers, LED states, and prior configuration; concluded likely hardware failure and initiated recovery via new parent node — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were necessary; issue required local reset and re-pairing, which was appropriately handled via verbal instructions.
T3 Met No misinformation conf 95%
All technical instructions (30-second reset, 5-press pairing interval, LED expectations) align with KBs; MX2000 supports 5-press method (no Pair button), and reset duration guidance was within acceptable range.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but used excessive fillers ('um', 'sorry'), unclear transitions, and placed customer on hold without clear context, reducing clarity.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite tone but did not adapt complexity or confirm understanding after key steps like 5-press; customer expressed confusion about app access at end.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on guiding setup of replacement node without deflection.
O2 Not Met Proactive follow-through conf 90%
No clear next step, timeline, or follow-up commitment (e.g., callback, verification) was provided before call ended despite unresolved app connectivity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — agent had a valid resolution path using in-warranty device.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed patience and thanked customer, but empathy was procedural ('thank you for waiting') rather than personalized; no acknowledgment of frustration over failed migration.
X2 Partially Met Tone & rapport conf 75%
Agent maintained steady pace but did not adjust for customer’s repeated confusion about app access or LED behavior; missed opportunity to simplify or rephrase.
X3 Partially Met Overall experience conf 80%
Agent avoided unnecessary repetition but required customer to perform multiple manual resets and app reinstall without offering streamlined alternatives (e.g., remote session).
Call Transcript44 turns · 49 lines
Speaker 1
Yes ma'am. I had to change my router. [silence]
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, please press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. Out of warranty product paid support option may be available depending on the issue. Thank you for calling Linksys. How can I help?
00:00
Speaker 1
Um, and I've got three links, is nodes that feed into that router. And so I'm trying to reconnect because it's, it's like, I plucked everything in to the way that I took it out. It is not registering at all. Did I have like half the stuff in my house is on my links? Is network that I'm ran, that I run through my main router. So I'm trying to log into my account and it's just spinning is not letting me in. First of all, and then the second thing is that the network was labeled something specific. And that's not even coming up as an option. Like it's reading to the Wi-Fi. So I'm stuck. The router, not the modem.
01:00
Speaker 2
the router or the modem?
01:00
Speaker 1
the links. Okay, one second. I have a profile where all my links is are connected, so I could, can you, if I give you my profile, can you see it underneath my, because I can't even log into my profile. Yep, Benica B as in boy E N I C A .brown, like the color, at gmail.com. Because it, they give you all the serial numbers for all three notes, they're, they're in there. [silence]
02:00
Speaker 2
okay.
02:00
Speaker 1
Okay, okay, okay, . . . Yep. Okay. Yep. That's the one. That's the one that I have. The cord going into the router. The other two are just Bluetooth. in it. Spectrum. [silence]
03:00
Speaker 2
That is B-E-N-I-C-K-A. [A.] Brown at gmail.com, right? Okay, Oh, K-A. So let me double, check. [silence] Oh, okay, here. Um, [silence] okay. So I only have one here because we can't associate the parent node. So, uh, I'll just use this one, um but the one that we have here on file is the W-H-W 03. This is the one that you actually [silence] Mm-hmm. Who's your internet service provider, ma'am?
03:00
Speaker 1
[silence]
04:00
Speaker 2
Spectrum, okay. So you have a Spectrum modem. And then, is that the same modem that you've been using before? Okay. So what router did you change it to? Ah, okay, so you have a, you have a, sorry, you have a plain modem from Spectrum. You also have a separate router, which is from Spectrum as well. Okay, so that new, so that new, okay. And then that is where the WHW03 was connected. Okay. Okay. What's the serial number that is plugged in now to the new router? What's the last five digits?
04:00
Speaker 1
Okay. hang on. yeah cuz it's saying, family first has no internet connection. check router power or if there is an ISP outage. it's not an outage. Like I'm trying to log into my account. and so I guess it finally did, let, log me in. So it's saying, Family First has no Internet connection. Check your router power, which is on. And if there is an ISP outage, it's not. yeah.
05:00
Speaker 2
Okay. What's the led light on this, I'm sorry, but let's go first to the serial number. What's the last four digits of the serial number for the parent node. Is that the 3, 7, 9, 2? Okay. And then what's the led light on this? Um? What? Yes, the parent node?
05:00
Speaker 1
yep. yep. it's unplugged. yep. Yep. I can Yep. It's like all my rings are attached to my links, so I can't get into my ring app. It's not attached to my Yeah, it's just blue. Dwight Brewer. It doesn't change at all. It's been blue, unless I unplug the power, it's baby blue. I don't.
06:00
Speaker 2
Okay. C a n you uh plug this one first, ma'am? Let's uh plug this. Oops, uhm. Okay. Oops. All right, let me set a timer on that one for three minutes. Um, but for this one, um, first name and last name is the same on the email, right? Oops, ma'am. Okay. And this is the best callback number in case the call get disconnected. Okay.
06:00
Speaker 1
I just did, like, I just did it. I got an, I unplugged it from the old router about two hours ago. It was connected to the old router up until two hours. It was working. And then, and then, and then that router died. No, I just put it back in. Okay. and You've said yeah a few times in this conversation. What can we chat about?
07:00
Speaker 2
Okay. [silence] When did you unplug this one ma'am [silence] Um sorry, when did you disconnect this one to the old router? [silence] Mmm. Mhm. Okay. And was it still working right? Okay. [silence] And it's unplugged right now right? Because we need to turn it off. Okay. No, I want you to unplug it ma'am. Let's leave it off for at least three minutes. And then while we're waiting, I'll put you on hold for like two to three minutes. I'll be back with you real quick. Okay? Thank you so much. Stay on the line.
07:00
Speaker 1
Yes, is this your lunch? Why won't my links let me in my app like it was before? Like I logged in my [silence] and it gave me everything. [silence]
11:00
Speaker 2
Hello, ma'am. Amanda, thank you so much for patiently waiting. You can plug in back now the parent node.
11:00
Speaker 1
solid blues. As soon as I plugged it in, went straight to blue. It went to solid blue. It hasn't my other two nodes are red. Yeah. Yeah, they're blinking red. This one's solid blue. So when I try to log into my link, it says, Your router has no internet connection. Check router power or if there is an ISP outage. And it's not. And so this router is brand new, and they just configured it. So my computer is working on the router, and so is my television.
12:00
Speaker 2
Because supposedly for the since you only changed router, it shouldn't remain solid blue for the parent node. What's the status of the parent node right now? Are you using the same? Oh, okay. Yeah, because they're I I I guess they're blinking red, right? Okay.
12:00
Speaker 1
The router is working. It's active. Nope. It's called family first and it's not on there. [silence] Are you ready? No. nope.
13:00
Speaker 2
Yeah. So far, okay. You're sorry ma'am. Um, for the but you can still see the Wi Fi name of the parent node. Okay. Because um the reason why you asked to power cycle Leader Man for a few minutes because supposedly since you only changed router it shouldn't um return right away to solid blue. So um it should actually reboot properly with it will um blink it will show as blinking blue and then um it will go back to solid blue. So that's the proper reboot for the device. So since this one remains solid blue right away after we power cycle it and then there's no Wi-Fi name showing um usually for this WHW03 um it indicates hardware failure already. For the node, or for the parent node, we can try We can try to reset it if it will respond to the reset. If it will not respond to the reset, um, we can try recovery reset. However, um, the device is actually already out of warranty, just to give you a heads up. Um, usually for out of warranty devices, we no longer provide further technical assistance. Um, we can proceed with the, um, we can proceed in availing the paid Kinekt. However, that will just cost you $15 for 60 minutes of troubleshooting. However, it, um, it may or may not work, considering that, um, the WHW03 parent node possible has already, um, died down as well. We can only use the remaining nodes that you have, the child node. We can use one parent, uh, we can use the child node. [silence]
13:00
Speaker 1
I'd rather do that. Let's take, I bought a new node about six months ago, so I can just try that one. You want me to start there and take this one out? No, it ends in, let me check it out. Let me unplug it. Because this was new. I just bought it six months ago, so that one would still be under warranty. It's not that old. I think let me see. Yeah, this was new. You see it. Well, this is not a parent. Oh, I don't think so. No, this doesn't like a parent. This doesn't look like the other one. Or maybe it is. Hold on. Let me see. Yeah, let me just unplug [silence]
15:00
Speaker 2
Can use one child node to promote as the new parent node?
15:00
Speaker 1
The serial number is K3212207036725. K for Caleb. K3212207036726. Um,
16:00
Speaker 2
okayI'm sorry, what's the first serial line?
16:00
Speaker 1
Okay, five- zero. Sorry, 500, D is a dog, one- zero, Emma's going to marry, two- five, C is a cap, 451 for 7.0, I can change this one out because this is a newer one and then I can use these two as the other ones. So, if I can change this one out to the parent node that would probably make more sense.
17:00
Speaker 2
let let me check for the one mmm because the the serial number is actually different. Do you have a different serial numbers on this one? At least 14 characters because that is actually not the normal serial number for the Mx2000. 147 okay, thanks so much. Let me just double check that one here. Yep. Let me just double check the one here.
17:00
Speaker 1
Okay, perfect. I'll move the other one. Okay, that'll work. Okay, let me just plug this in. Oops. Okay. Okay, if you can help me set up. Now, will I be able to use the same name? Okay, perfect, perfect. Yep, I do. Okay, perfect. Great.
18:00
Speaker 2
yeah, that is the MX 2000. So what we can do. Um, we can set up the MX 2000 as the new parent node, and then the the remaining, yes, the remaining 2 WHW03, um, that will be used as a child node for DMX 2000. So we'll reset everything. Yes, you can use the same while trying name and same while for faster as long as you know how you, um, what's, um, okay. So I'll just use this one, ma'am, the MX 2000 since this is the one that is in warranty. So I'll be able to provide support for you, okay? Okay.
18:00
Speaker 1
It's connected. I was going to just, I did. Bright blue. Okay. That was smarter me to buy one. Okay, it's red now.
19:00
Speaker 2
All right, let me just double check that one here. then, let me know if you connected the MX-2000 to your router. Okay. then what's the LED light? Is it solid blue? Okay. Let's wait for two minutes, ma'am on that one. then I will let you reset it because we need to reset that one to start it up as a parent node. Red? Okay. All right. So, let's wait for two minutes. We have one minute and 30 seconds left. So, it remains solid red. Mmm. Okay. So, let's reset that one. Um, underneath it, I want you to press and hold the reset button for about 30 seconds. So, once you start holding the reset button, the LED light will blink red three times, and then it will turn off. Wait for it to turn blue before you let go.
19:00
Speaker 1
okay now for how long was I supposed to hold the reset button? Oh no, hold on. Okay. It's blue. Okay. We need new parts to be able to get it on there. Okay. I think what you're saying is okay. [silence]
21:00
Speaker 2
all right let's go now and then let's wait for it to recover first so the L.E.D light after it fully recovers it should be either solid purple or like pink red or magenta
22:00
Speaker 1
I feel blinking. [silence] Purple. [silence] Um. [silence] It was called fam-
23:00
Speaker 2
Okay, that's fine. Let's give it some time. All right, so is it purple now? All right. And then, what's the default Wi-Fi name of this one, ma'am?
23:00
Speaker 1
e-pursuit. Anne, yes.
24:00
Speaker 2
So, if the default Wi-Fi name of the new parent node, can you check underneath or at the bottom? Sorry. 2C5? Okay, so, Velop Setup 2C5, all right? So, can you check on the Wi-Fi network list if you have that Wi-Fi name showing? Okay, so, before we try to connect, ma'am, let's do the first set. Method of set up first for the MX. Um, earlier, I let you press and hold the reset button for 30 seconds. Um, this time, the LED light is solid purple, right? Okay. So, I actually need you to press the reset button five times, not too fast, not too slow. Just a minimum amount of speed, the interval is one press per one second. So, press it five times, do not hold it. Alright. Is it blinking now? For the LED light? Okay, that means that it's trying to communicate with your new router. So, we'll have to wait again for another 2 to 3 minutes, or within 2 to 3 minutes. So, we'll wait it for Oh, let's wait for the LED light. [silence]
24:00
Speaker 1
[silence] a pink and hold on [silence] it went to blue, but now it's going back to blinking like a light purple. Okay, it's blue now. [silence] Yep. [silence] Okay. So it's in My Wi-Fi
26:00
Speaker 2
light to turn solid blue. OK. OK, let's give it some time. Blue. OK. and then try to connect them to the velo set up 2C-5.
26:00
Speaker 1
[silence]
27:00
Speaker 2
It's the one that's at the bottom of the router, below develop set up.
27:00
Speaker 1
okay, it's connected re-release this app use to anti open and re-install it uh-huh
28:00
Speaker 2
hasn't. All right. And then, um, can you try them to uninstall and then reinstall the Linksys app? Yes.
28:00