V2 Rubric Detail — 7add4a4a-796f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:18
Duration
11m 27s
Contact
Belina Jacobs
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136052
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation2.50/5
Customer Exp2.50/5
Overall47.5% (-8.5)

V2 Grader Summary

The customer achieved partial progress as the node appeared in the app, but the agent failed to apply the correct technical process. Specifically, the agent ignored that the node's 'solid white' LED indicated it was not in the required 'solid blue' ready state for pairing per the KB, and failed to suggest a factory reset or the 5-press method. While the customer self-resolved by proceeding with relocation, the agent did not provide a complete or verified resolution, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer unable to add new MX6200 node; agent collected model/serial but did not give proper pairing instructions. Issue remains unresolved.

Troubleshooting Steps
  • Collected parent router model (MX6200) and child node serial number.
  • Asked customer to close and reopen the Linksys app.
  • Attempted to verify node status via app (offline).
Key Observations
  • Agent did not provide the correct mesh‑node pairing method (pair button or 5‑press) for MX6200.
  • Long periods of silence and lack of proactive direction caused inefficiency.
  • No clear next‑step, escalation, or callback was set before the call ended.
Positive Highlights
  • Collected model and serial number information.
  • Acknowledged the customer's frustration and remained polite.
Agent Errors / Gaps
  • Failed to follow the standard MX6200 node‑add procedure (reset, solid blue, Pair button/5‑press).
  • Did not verify node LED state beyond solid white; missed checking for solid blue ready state.
  • No concrete resolution or follow‑up plan was offered.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reported the new node appeared in the app (though offline) and concluded they could proceed with relocation, indicating partial progress but not full confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent verified model/serial, checked LED status, and suggested app restart — relevant but incomplete steps; did not guide through reset or 5-press pairing for MX6200.
R3 Partially Met Correct resolution path conf 85%
Agent attempted basic troubleshooting appropriate for software/config issue (app sync) but failed to escalate or recommend factory reset despite persistent pairing failure — partial path alignment.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify that a 'solid white' LED on a node not yet paired is an incorrect state for setup. Per KB, MX6200 nodes must be 'solid blue' to be ready for pairing. Agent did not probe for a factory reset to reach the correct ready state.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relied entirely on the app and customer's verbal description. No attempt was made to use the local admin UI (http://192.168.1.1 or http://myrouter.local) to verify the node's status or perform pairing, which is the primary backup method in the KB.
T3 Met No misinformation conf 95%
The agent did not provide any technically incorrect instructions or false claims; they simply failed to provide the necessary correct instructions (reset/pairing).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and asked follow-up questions, but long silences and lack of structured guidance weakened control. Not fully lost, but inconsistent.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and confirmed understanding intermittently (e.g., repeating serials), but did not adapt to confusion about offline status or explain next steps clearly.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and engaged with the issue, but did not take active ownership by directing specific actions (e.g., reset, 5-press). Outcome driven by customer initiative.
O2 Partially Met Proactive follow-through conf 75%
No formal next steps given, but customer inferred action (replacing 1200 with new 6200) and agent did not correct. Implicit path emerged, but not set by agent.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Escalation not made, but issue showed signs of software/app inconsistency rather than confirmed hardware fault. Borderline — could have been resolvable at L1 with better steps, so not clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation initiated, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and responsive. Minimal empathy shown, but no discourtesy; tone neutral, not dismissive.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer’s pace somewhat and stayed engaged, though silences disrupted flow. Customer ultimately self-resolved, suggesting moderate engagement was maintained.
X3 Partially Met Overall experience conf 70%
Customer repeated serial numbers and node status, but agent used them for verification. Some repetition necessary; agent avoided additional holds or steps, reducing effort slightly.
Call Transcript15 turns · 19 lines
Speaker 1
Hi there. I purchased a router or node that I'm trying to add to my house, but it's not finding it. In the app, in the app, I put in their add new product and it said, you know, to turn it on and wait until the light is solid. So I clicked on find node and then
00:00
Speaker 2
Welcome to Lynks support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.lynks.com for more information about your product. Hi, thank you for calling Lynks. This is D. How can I help you today? How did you try to add it, ma'am? Like on what way? Um Uh-huh. Uh-huh. Um Hm. [silence]
00:00
Speaker 1
a new Node, the l light would start blinking like a So blink, like it was communicating with my. my parent node but I in the app it came up said cannot find we didn't find any nodes. Yes, um it should be on my account, but it is a MX6200. Yes. Okay. Let me. It 5 8 W 1 O M 2 7 D is in dog 0 9 4 9 1.
01:00
Speaker 2
I see. I C, got it. um may I have the model number of your parents node. Please? That's the parent node. Okay. How about your child node. Ma, may I have the serial number? The one that you tried to add? Zero nine four nine one. Got it, thank you. Let me just check on the exact unit okay? Okay yeah this is an MX 6,200 and you have how many nodes in total ma'am?
01:00
Speaker 1
So I bought two of them and it keeps dropping my internet. So they told me I would need another 6200. So I've purchased another one. So right now I have a 6200 and I have two of the 1200s. But I want to take, I want to put this second 6200 and replace one of the 1200s. Because the 1200 is not, it's just not. Um. Not even two feet. It's like a foot and a half. Let me flip it over. It's solid white. Okay. Yeah, I've done that a few times.
03:00
Speaker 2
Okay, got it. So how far, yes? Yes, ma'am, how far is it right now from the parents node, the one that you're trying to add? Mm, what's the light on the top? Solid white. Okay. How about this? Can you please, um, close the app and then open it again?
03:00
Speaker 1
ok, let me, let me
04:00
Speaker 2
[silence] [silence] Hello. Yes, sorry, ma'am. Yes, hello, ma'am.
04:00
Speaker 1
Did you hear anything? okay yes ma'am I have not should I dis i do that okay yes I'm looking at it it shows it I think that's it because it has this one hasn't shown up before it says linksys 07627 um linksys 07 linksys 07 I
06:00
Speaker 2
Yeah. Sorry about that. Yes, yes, I did. OK. OK. Um, you have a solid white light on the top of the node, right? OK. But, ma'am, you've mentioned that you already disconnected the other, uh, other node. OK. Um, not yet, ma'am. Can we doublecheck it on the app? OK. Do you see, uh, the new node or not? OK. Let me confirm, okay? Uh, just give me 07. Yeah. Not yet, friends. Gerry and ask in the app. OK.
06:00
Speaker 1
And it's... Yes, ma'am. That's got to be the new one because it hasn't I mean that hasn't been showing before today. And it says offline. So it's Okay, so that's an old one. Okay, I've got under the parent node it shows router. Um, and that's a 6200 series, MX6200 series. Okay, and then under it...
07:00
Speaker 2
0 7 6 2 7 I believe that's not the name. I believe it's either linksys 0 9 4 9 1 or linksys c to c.
07:00
Speaker 1
Is the LN 1200? That's the small one. Under that small one, it shows again, the, um, no, it shows another LN12 1200. Oh, I'm locked up. Now I'm locked up. Let's see. Okay. Under the parent, there's a router. It shows a router. Under that router is a 1200, the LN 12 series. Under that is another LN 12 series. And then it's showing another MX 2200. But that one was showing before I tried to
08:00
Speaker 2
Mm-hmm. Okay. Mm-hmm.
08:00
Speaker 1
Before I tried to add this one today, that's the first that's the initial one that's on my account. Let me see if it's the same serial number. Let's see: 4173. No, it's a different serial number. But these were showing before I actually tried to add this new one. That's the new one right here. Let me look: five, eight, 10, 12. Yeah, okay, so the new one is showing under, let me see. That's weird. Um, all right, well, maybe it's... Okay. There's the router. Then there's the two 1200s and then the new one. The one that's offline, I just told it to remove it from the network, and it said removing from network, but now it comes back on. Shows offline. Is that okay? So it found it. It's just in the app. It didn't think it had, I guess. All right. Well then maybe I'm good to go. So I can take one. I can... [silence] I can take, uh, unplug one of the 1200s and and put this new node I just added in the room where I need it. Good deal. All right, well, I guess I just needed you on the phone to make it behave. Hehehehe. All right, I guess you're busy. Um, thank you for your help.
09:00