V2 Rubric Detail — 75add630-65f0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 23:51
Duration
20m 27s
Contact
Hemilton Shepley
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133136
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.44/5
Technical5.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall79.1% (+43.1)

V2 Grader Summary

The agent correctly applied technical steps (reset, 5-press) that resolved the child node’s LED from red to solid blue, indicating pairing progress. However, resolution was incomplete—no verification of internet connectivity or dashboard confirmation occurred. Additionally, the agent increased customer effort through redundant questioning and introduced paid service prematurely, before isolating the issue to in-warranty hardware. While significant progress was made, full resolution was not confirmed.

V1 Case Analysis

Customer unable to add MX2000 child node; parent solid blue, child solid red. Agent instructed 25s reset and 5-press pairing on parent (unsupported method). Child briefly showed solid blue but no connectivity verification. Paid support accepted without technical confirmation.

Troubleshooting Steps
  • Confirmed LED colors on parent (solid blue) and child (solid red).
  • Guided customer to perform a hard reset on the child node (held reset ~25 seconds).
  • Instructed customer to perform a 5-press reset on the parent node to initiate pairing.
  • Asked customer to connect phone to the Wi-Fi SSID printed on the parent label.
Key Observations
  • Agent gave incorrect reset duration (MX2000 requires ~10–15s, not 20–25s; [10:00]).
  • Agent used 5-press pairing method on MX2000, which is not supported (MX2000 uses WPS or app-based pairing; [15:00]).
  • No verification of internet connectivity, mesh status, or successful pairing after steps ([18:00]–[19:00]).
  • Warranty status assumed out-of-warranty without formal lookup or serial verification.
  • Long silences and disjointed pacing reduced call control ([04:00], [07:00], [11:00]).
  • Agent failed to collect serial number despite repeated opportunity ([05:00], [11:00]).
Positive Highlights
  • Agent correctly identified and acknowledged LED states (solid blue parent, solid red child) early in the call ([04:00]).
  • Agent remained patient and continued to guide the customer through steps despite confusion and silence.
  • Agent attempted to provide a next action (connect phone to Wi-Fi) to progress setup ([18:00]).
Agent Errors / Gaps
  • Incorrect reset time for MX2000: held for ~25 seconds instead of 10–15 seconds ([10:00]).
  • Used unsupported 5-press pairing method on MX2000, which contradicts Linksys KB ([15:00]).
  • Failed to confirm that the child node successfully joined the mesh or had internet access ([18:00]).
  • Did not collect serial number or perform a warranty lookup despite multiple opportunities ([05:00], [11:00]).
  • Offered paid support without first confirming eligibility or exploring free self-help options ([06:00]).
  • Misidentified troubleshooting path by suggesting Ethernet connection between child and parent internet ports, which is incorrect for mesh setup ([09:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Child node reached solid blue, but agent did not verify internet connectivity or successful mesh integration via dashboard; setup was incomplete (stopped at LED confirmation).
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through factory reset (20–25s), correct cabling, and 5-press pairing—logical, KB-aligned steps for MX2000 solid red issue.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified OOW status but prematurely tied troubleshooting to payment; should have first attempted free resolution on in-warranty MX2000s before introducing paid service for older nodes.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Identified solid red on child node, confirmed parent status, performed reset and 5-press—targeted actions based on observed symptom.
T2 Met Appropriate tools / resources used conf 95%
Used correct physical tools (reset button, 5-press) appropriate for MX2000; no remote tools needed for this hardware-level fix.
T3 Met No misinformation conf 97%
All instructions (20s reset, 5-press on parent, cabling to internet port) are factually correct per KB for MX2000 pairing.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained control but repeated 'okay' excessively and asked redundant light status questions after customer already provided details.
C2 Met Confirmed understanding conf 95%
Used clear, step-by-step language; confirmed understanding with 'let me know' prompts; adapted to customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Took ownership, referenced prior ticket, did not transfer, and continued troubleshooting after customer agreed to paid service.
O2 Partially Met Proactive follow-through conf 91%
Gave timing ('wait 30 seconds') but did not specify next steps if blue persists or if it fails; left customer without clear path forward.
O3 Met Closure confirmation conf 93%
Referenced existing ticket and prior tech interaction, avoided re-asking setup history; used known context effectively.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was within L1 scope and resolved through standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'I understand' but did not explicitly acknowledge customer’s frustration over repeated failures or prior hour-long unresolved session.
X2 Met Tone & rapport conf 94%
Matched customer’s pace, repeated instructions clearly, and maintained engagement through active prompts.
X3 Partially Met Overall experience conf 88%
Customer had to repeat light status multiple times despite prior detailed description; agent asked redundant questions increasing effort.
Call Transcript30 turns · 32 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be recorded. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option [silence] may be available, depending on the issue.
00:00
Speaker 1
No, actually, I have an open ticket number. We spent some time with one of your technical people this afternoon, but we ran out of time, so I'd like to try to pick up where we left off.
02:00
Speaker 2
[silence] Hello. Thank you for calling LingSIS. My name is Ms. Bells. This is your first time calling.
02:00
Speaker 1
Yeah, first name Hamilton, H-A-M-I-L-T-O-N, last name Shepley. Would you like that ticket number? Okay, you got it. Correct. This is where we ran into some problems. So we've spent quite a bit of time, uh, so the the parent node. Yeah, parent node is solid blue. Would you like the number of that?
03:00
Speaker 2
Can you please verify your first and last name? No need. Thank you. So all of your links is devices are they in the same area right now? Okay. What's the light color of your links is devices? Uh, yeah, you just have to tell me what's the light color because I I have already the Go ahead, please. Um, Okay. I'm
03:00
Speaker 1
Okay, so the parent node is blue, solid blue. The next node, which is an up-to-date MX 2000 is solid red, and that's as far as we got. We spent, probably an hour on this. The other nodes at this point are unplugged because the tech person said, let's get two of them working first and then we can add the other ones.
04:00
Speaker 2
Uh no just um, just tell me what's their light status thank you. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yeah, but you're already aware that your dub.
04:00
Speaker 1
Yeah, but these aren't the only ones I own. And, and, you know, even the ones that are under warranty aren't working. Those are the only ones we're trying to get working right now. But these all worked. We have one MX 2000 parent node and one MX 2000 child node. I am not sure of the can pick one up and look at it, but yes, the other ones are older. So, [silence]
05:00
Speaker 2
all the 03s are out of warranty, right? Okay. Right, my question, yeah, my question here is, the parent node is, MX2000 and how many MX2000 child nodes do you have? Okay. And the rest are the 02, right? Okay. So here's the thing, Mr. Hamilton for the SW02.
05:00
Speaker 1
but good to know what at this point even with professional help it wasn't working so I don't I don't think I'm going to be able to do this by myself. I would uh let's proceed it was 15
06:00
Speaker 2
and we've had here indicated already, they're serial numbers. They're all out of warranty. They require a hard reset and reinstallation. So with that case, the assistance is no longer free for that, if we need to go if we need to troubleshoot those older nodes, okay? So if you want them to be added as a child node, you have to pay for the $15 paid service for the one-time and non-refundable support. Now, and the second option if you don't like to pay for them, I can just send you the instructions, how to add them as a child node. You can add them on your own. But I can help you how to connect your MX2000 child nodes to the parent node that's currently Solid Blue.
06:00
Speaker 1
just, uh, let's proceed with, uh, with paying for the service, just to reset them all. We, we, we actually did a hard reset. We've done a a regular reboot, uh, so we missed something, um, we missed something, um, correct. Yep, and the older nodes, none are plugged in, right now because the Tech, who we were dealing with earlier said, unplug them all. They're not working. Let's get the first two MX 2,000s working and then we'll go to the older nodes. So, we stopped working. We have pushed the reset button probably, I think more than once on every one of them. Held it for 30 seconds, [silence]
07:00
Speaker 2
okay so you've mentioned you have already performed a hard reset on the older nodes. Now may I know what is their light colors as of the moment? [silence] okay so all right okay thank you for the info. By the way, before you unplug the older nodes, do you already push the reset button on each of them or not yet?
07:00
Speaker 1
so we spent a lot of time on this and followed oh yeah. [silence] then sometime afterwards, your tech said, you know what, just unplug them. Let's just go to the two MX2000s right now. Let's start on them. So that's what made us disconnect the older nodes. They had plenty of time. If they were going to hook up, they would have. [silence] Yep. [silence]
08:00
Speaker 2
okay, yeah, I understand. Yeah. Just want to verify so that, I know what I can do to help you. Okay? So, you already push the reset button. And right after that, you unplug the older nodes. Okay? That's happened? That's what happened? Correct? Okay. All right. So, just to clarify the things here, you have the older nodes reset, just to clarify, okay? And you tried to connect them, however, it wasn't unsuccessful.
08:00
Speaker 1
Correct. Yep. Sure. I do. Actually I have, uh, I tried two different ones too. One brand new, never been used and neither one of them worked, but I'd be happy to try it again. Yep. Actually, it's going to go into the internet port on the back of the parent node, and it's going to go into the
09:00
Speaker 2
That's the time you unplug them. Correct. Okay. All right. Now I understand that. Thank you for the information. Now, um, you did the five press two you try and connect the MX2000. Do you have an extra ethernet cable? Okay. You try to use the brand new one, connect the MX2000 child home make sure that cable is plugged into the internet port of the MX2000 child node. And then the other end, you connect that to any available port at the back of the parent node.
09:00
Speaker 1
Internet port on the child note. Correct, they're connected to Internet ports on both units. Now, a curious thing, the child node just turned blue for a second, but has now gone back to a solid red.
10:00
Speaker 2
Make sure on the child node, it should be connected to its internet port. And on the parent node, any ports available. Okay. Yeah, we will need to factory reset this child node first. Okay. You press and hold the reset button of the child node only. Press and hold that for 20 seconds and then release. Okay. Okay.
10:00
Speaker 1
I'm holding it and counting off the time. Okay, I actually went 25 seconds just to make sure. So, it is now solid red on the child node, still blue on the current node. okay. Uh I can go grab one, um but I understand why you would need that, and I think with my fingernail I'm able to push it down successfully. You know what, let me go grab one, it'll only take a second and that way we're covering every base.
11:00
Speaker 2
Do you have like a paper clip or a pen that you can help push the reset button? Mm-hmm. All right.
11:00
Speaker 1
to push the reset button for another 20 seconds. [ silence] okay. Now the light temporarily turned to solid blue. Now it's pulsating.
13:00
Speaker 2
OK, you wait until that shows up until solid it shows solid purple. Let me know.
13:00
Speaker 1
that still blinking and the parent node is still solid now we have tried both of these WMX or whatever they uh we call WMX 2000s We've tried switching them so we took the first one that was apparent node and brought in the other one and put that in as the apparent node oh now we got purple solid purple no flashing Thank you. Yeah. Yeah. okay okay it flashed red and is now back to a solid blue
14:00
Speaker 2
okay, purple. All right, so it's purple now, you go to the parent node, use the thing that you used, like, a pen or paperclip, okay? You just have to press the reset button of the parent node five times. Press and release, press and release. That's how you do it. Just on the parent node's reset button.
15:00
Speaker 1
And he's flashing purple. Great. It's still flashing red. [silence]
16:00
Speaker 2
Okay. Now, we will observe the light indicator of the child mode that you just reset. Let me know if it's flashing, and what color, okay? Wait for a couple of minutes. Let me know what color it will end.
16:00
Speaker 1
Now it has gone to a steady blue. We'll do. Good. Right. Okay, we are 30 seconds and we are still blue on the child node and the parent node.
17:00
Speaker 2
wait please wait for 30 seconds and after 30 seconds if it stays steady blue you let me know [silence] We will try to set up your Wi-Fi settings. Do you have a Two-strings-e application installed on your phone? Okay. First, before we go to the Two-strings-e app, the Wi-Fi name of the parent node goes back to its original name. So, you check the sticker label at the bottom of the parent node you can see the Wi-Fi name and the password. What we're going to do first, connect your phone to that Wi-Fi name. And let me know if it's connected. [silence] So, if that's the Wi-Fi name indicated at the bottom, that's where you connect your phone.
17:00
Speaker 1
So in my phone's settings, I'm going to go to Wi-Fi and then choose setup D3-2 which is on the bottom of the parent node, correct.
19:00