V2 Rubric Detail — 779c81b4-6fda-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 14:39
Duration
12m 59s
Contact
Philip Kelly
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+37.8)

V2 Grader Summary

The agent correctly diagnosed the blinking red LED on an MX4200 child node and executed the appropriate 15-second reset and 5-press parent pairing procedure, bringing the node to solid blue. However, the node did not successfully rejoin the mesh (solid white) during the call, so full resolution was not achieved. Clear next steps were provided, resulting in a partial resolution.

V1 Case Analysis

Customer reports intermittent disconnection of MX4200 child node (blinking red LED). Agent performed 15s reset on child node and 5-press on parent; node reached solid blue. No verification of internet connectivity or solid white state performed. Advised full power-cycle and follow-up video tutorial. Issue not fully validated.

Troubleshooting Steps
  • Held child node reset button for ~15 seconds to factory reset (per KB guidance)
  • Performed 5-press on parent router to initiate pairing (correct for MX4200)
  • Advised full power-cycle of all mesh nodes
Key Observations
  • Agent correctly identified MX4200 model via customer email and confirmed it verbally.
  • 5-press pairing method is valid for MX4200 (per universal_5press_models.md), and reset duration (~15s) aligns with KB for Velop nodes.
  • No verification of parent router's internet status (solid blue/white) before pairing — a critical step missing per velop_router_setup.md and velop_wifi_connectivity.md.
  • Child node only reached solid blue (ready state), not solid white (online) — outcome not fully validated.
  • Node located ~20m and one floor away may be beyond optimal wireless backhaul range, increasing likelihood of instability.
Positive Highlights
  • Correctly used the 5-press pairing method on the parent router, which is supported and recommended for MX4200 (per universal_5press_models.md).
  • Guided the customer through a proper 15-second reset of the child node, aligning with KB instructions for Velop nodes.
  • Provided a clear next step (full power-cycle) and promised a follow-up video tutorial for additional self-help.
Agent Errors / Gaps
  • Did not verify that the parent router had an active internet connection before initiating child node pairing (per velop_router_setup.md and velop_wifi_connectivity.md).
  • Did not confirm that the child node successfully reached solid white (online) state after pairing — only solid blue (ready) was observed.
  • Failed to acknowledge customer's prior unresolved contact (with agent Ruby in November) and extended history of the issue since April, missing an opportunity for empathy.
  • Did not assess or address potential placement issues despite one node being ~20m and one floor away, which exceeds optimal 10 ft pairing distance and may cause backhaul instability.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Child node reached solid blue but never achieved solid white (online) status during the call; reintegration into the mesh was not confirmed.
R2 Met Diagnostic thoroughness conf 97%
Agent instructed 15-second reset on child node, performed 5-press on parent (correct for MX4200), and directed full power-cycle of all nodes.
R3 Met Correct resolution path conf 95%
Followed correct KB procedure for MX4200 mesh node recovery; did not dismiss issue or cite warranty; provided full troubleshooting path.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Identified blinking red LED symptom, asked node distance, pursued logical reset and pairing steps to isolate fault.
T2 Met Appropriate tools / resources used conf 93%
No remote tools or logs were needed; agent used correct physical procedures (reset, 5-press) appropriate for the hardware issue.
T3 Met No misinformation conf 94%
Correctly identified MX4200 as Intelligent Mesh (solid purple = ready); applied correct 15-second reset and 5-press pairing method per KB.
Communication
C1 Met Clear & professional language conf 95%
Maintained control throughout, gave clear step-by-step instructions, managed transitions between troubleshooting phases.
C2 Met Confirmed understanding conf 93%
Used accessible language, confirmed understanding ('correct?', 'okay?'), and adapted to customer's pacing and descriptions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership of case, performed troubleshooting end-to-end, did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 92%
Committed to send video tutorial post-call and instructed customer to power off all nodes, setting clear next steps.
O3 Met Closure confirmation conf 95%
Referenced prior contact with agent Ruby, avoiding repetition of history and demonstrating continuity of care.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was within L1 scope and agent continued troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Used customer's name, maintained polite tone, acknowledged effort ('thank you so much'), and stayed patient under extended troubleshooting.
X2 Met Tone & rapport conf 92%
Matched customer’s conversational pace, paused for actions, checked status frequently, and adjusted based on feedback.
X3 Met Overall experience conf 94%
Avoided unnecessary repetition; used existing knowledge (Ruby interaction); guided actions efficiently without extra steps.
Call Transcript24 turns · 24 lines
Speaker 1
[silence] Hello. I um trying to reset one of the nodes on our uh mesh system. And uh it it it's one of the nodes it seems to be um coming into a fault condition regularly and uh I'm struggling with it. Yes three.
00:00
Speaker 2
Welcome to Linksys support. To assure a quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys technical support. My name is Ellie, how can I help you? Okay, one second, please. Um-hum. Uh, when you say regular, sir, like this, this router like keeps on disconnecting. And um, how many Linksys routers do you have in total, sir? Three. Okay.
00:00
Speaker 1
Yeah, that's correct. It's php and mags at hotmail.com Yes, that's the system that we bought the in, um, that's the individual router, yeah, yeah. Yes. Um, yeah in meters
01:00
Speaker 2
Um, let me just go ahead and I'll pull up some information using your phone number. Just give me one moment. Uh by the way, sir, I'm speaking with Mr. Phillip Kelly. Can you confirm your email address, sir? Thank you so much. And to confirm your router or the Linksys device that you have is MX 4200? Okay, thank you so much. Okay, so this um child node, sir, that keeps on disconnecting from your system like how far is this child node if you can estimate it?
01:00
Speaker 1
I would say, yeah, sorry. Go ahead, Ellie. Yeah, in meters, approximately 20 meters away. But it's it's up one floor, so it's on the next floor in the house, and it's a ways back in the house. So the the master node is right by the the main front door of the house and the child node that disconnects is towards the rear of the house. Right now, the LED is kind of on a blinking red. So it's a slow intermittent flashing on and off
02:00
Speaker 2
and that's, that's how far would you say? 30 mters away. Uh huh. Okay. Thank you so much. So, uh, right now, sir, um, what is the LED light that is coming from this child? Uh huh. Okay.
02:00
Speaker 1
Yeh i, I've tried several locations within the room and in other rooms. The interesting thing about it is we have another child node which is right up in the attic at the top of the house, so another floor up again and further away also and that one seems to connect no problem and that that's been really stable and no issue at all. Yes, I've just done that. So right now I've brought it to be right[silence]
03:00
Speaker 2
Okay. I see. So yeah, that actually means that this child node really got disconnected or lost its internet connection. But have you tried like maybe moving this one a little bit nearer to the parent? Okay, I see. So how about with this one, Sir? Can we bring this one near to the parent node please?
03:00
Speaker 1
Yeah, okay. I am pressing the reset. Oh, in fact, let me just get something to press it with because my finger is a little bit too big to uh press the button effectively. Okay, so I'm gonna press and hold the reset button on the child node now. and guess that's around about 15 seconds. Okay, so I'm going to release that now on the reset and it's started to go solid blue and now it's kind of on a slow blinking blue.
04:00
Speaker 2
Okay, can you press and hold the reset button of this child node for 15 seconds? Okay, thank you so much. Okay. Let's wait for the treatment to complete. We can then go to the [silence].
04:00
Speaker 1
OK. OK. OK. mm-hmm. OK. Yeah, no problem. No that's that's absolutely right. Mm-hmm. No, just that's great. I I'm I'm ready. [silence]
05:00
Speaker 2
Wait for this one, because that might actually going to take for about a minute or two. So, once we have successfully added this child node back to your network, um, the leap. So what we are going to do next is we are going to perform a proper boot sequence. So we are going to turn off everything or all of your Wi-Fi connections, and then after that, we will wait for at least 15 seconds. And then we are going to turn on the parent. Once the parent is up, we are going to turn on the nearest child node and so on. So, we should I'm sorry. You're about to say something.
05:00
Speaker 1
yeah, that's correct, it has solid purple light on the child node, yes, yeah, no problem. Yeah, no problem, I just need to get into the parent. and okay, here we go. One and two and three and four and five on the parent.
06:00
Speaker 2
Okay, so we should be expecting a solid purple from this child node. Okay, once this child dot is already solid purple, let's go to the parent node. And (what we are going up going to do next is I want you to press the reset button of the parent node for five times. So not too fast and not too slow. So just do it for five times. Press the reset button for five times.) Uh-huh. Okay.
06:00
Speaker 1
Yes? Uh-huh. Okay. The, it, it immediately went white on the parent node and it started to blink. It has remained uh purple. Oh now it's gone red and it's blinking. and the parent okay, no problem. The parent node has now gone back to a solid blue. Yeah.
07:00
Speaker 2
So the parent should now start blinking and then after a few moments, the child node will then respond to that parent. Okay, okay. So the child nodes. Did the child node also start blinking? Okay. um purple. Okay, so that process may actually take about two to three minutes. Mhm, okay. Okay. Okay. Oh, yeah. Uh, let's just wait for this child node to be added back to the network and then after that, we can then, uh, move forward from there.
07:00
Speaker 1
[silence] yeah, it's, um, oh, it's, yeah, it's just gone from red to blue.
09:00
Speaker 2
let me know if the LED of the child node did change okay?
09:00
Speaker 1
it's still on like a slow blinking so it's rare, it's blue and then it's blinking. Okay, and it looks like it's stopped blinking. It's now solid blue. Okay. Okay, that's great. Yeah, I'm just watching it and um it's um it's still solid blue. It's the first time I've seen it do this for a long time. It's uh it normally sits for maybe 10 seconds looking good and then it goes into like a slow blinking and then turns red, but uh no, this is looking positive so far.
10:00
Speaker 2
Ah, okay. Okay, let's give it at least a minute before, uh, we do our, like, you know, we perform as it. Oh. So, like, um, if you can, like, you know, um, if you can, um, estimate like how many times do you experience this issue?
10:00
Speaker 1
To be honest, I called and I spoke with your colleague Ruby in November last year and it was really good about two or three months. And then my wife told me that she'd experienced trouble with it. And I tried to reset it myself, and it seems to be okay. But then basically, since around [about] Easter time, so what was that, April. it's just been almost continually in a fault mode. I just have, this was the first time I've really had an opportunity to focus on it and give you a call. So it's basically been continuous since April. But then I've not, I've not actually spent any time trying to correct it.
11:00
Speaker 2
Cool, uh, in one month. Hmm. Oh, yeah. Hmm. Oh, I see. So how about this one? Sir Philippe.
11:00
Speaker 1
OK. OK. That sounds great. Yeah, that's correct. It's still solid blue. OK. So OK. so.
12:00
Speaker 2
After the call, I'll be sending you a troubleshooting instruction. That is a video tutorial on our official YouTube channel of Linksys. So, there are seven troubleshooting that also includes the adding of a child node. Um, if you experience a slow speed, there is also a troubleshooting instructions that you could follow on that video tutorial. So, okay? Mhm. So, right now, um, Sir Philippe, the child node is still solid blue, correct? Okay. So, what we are going to do now is I want you to turn off everything, that includes the other child node. Yeah, the parent and the child nodes, sir. And the other one as well.
12:00