V2 Rubric Detail — 7cd89150-7632-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:24
Duration
24m 54s
Contact
Robert Moses
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00072065
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication3.75/5
Ownership4.29/5
Escalation5.00/5
Customer Exp4.29/5
Overall82.7% (+2.7)

V2 Grader Summary

The agent successfully resolved the offline node issue using a combination of factory reset and the 5-press method, confirming all six nodes were online and solid blue by call end. Technical accuracy is partially compromised by incorrect reset timing (holding until solid blue instead of purple) and conflating the 5-press pairing method with the 5-press escalation method. Communication and ownership were strong, though call control suffered from repetitive questioning and case continuity was limited by failure to reconcile prior records with the actual six-node setup. No auto-zero triggers were present.

V1 Case Analysis

MX4200 node in game room showed offline in app despite solid blue LED. Performed app reinstall, node reset, 5-press pairing, and repositioned node. All six nodes now online.

Troubleshooting Steps
  • Advised uninstall/reinstall of the Linksys Smart Wi-Fi app.
  • Power-cycled the problematic node.
  • Performed a factory reset on the node (10-15 s hold).
  • Executed the 5-press pairing method on the parent node.
  • Repositioned the node close to the parent and allowed boot time.
Key Observations
  • Agent correctly used the 5-press method for an MX4200, which is supported per KB.
  • Agent obtained model and serial number and provided a ticket number.
  • Customer confirmed resolution with all nodes online before ending the call.
  • Repeated unclear prompts about the customer's Linksys account caused confusion and silence.
  • Agent incorrectly instructed to wait for the light to turn solid purple after reset, which contradicts KB (should be solid blue).
Positive Highlights
  • Accurately identified and applied the 5-press pairing procedure for the MX4200, which is correct per KB.
  • Collected essential device information (model, serial) and documented a ticket number.
  • Confirmed resolution with the customer and ensured all nodes were online before ending the call.
Agent Errors / Gaps
  • Suggested app reinstall before confirming the node issue could be resolved via reset or re-pairing, which is not a standard first step for a solid blue node.
  • Repeated unclear and broken prompts about 'link industry lets account' and 'test account' between [09:00] and [11:00], causing customer confusion and silence.
  • Incorrectly instructed to 'wait for the light to blink blue and turn into solid purple' at [14:00], which contradicts the KB: MX4200 should go solid blue after factory reset, not solid purple.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed all six nodes are online in the app and the problematic node shows solid blue; issue resolved by end of call.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through app reinstall, LED observation, reset, 5-press pairing, and relocation — each step advanced diagnosis.
R3 Met Correct resolution path conf 95%
Used correct 5-press method for MX4200 (supported per KB), performed factory reset appropriately; no warranty-based dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (app shows offline) and observed LED changes, but did not ask about wired backhaul topology early, which was central to the setup; root cause (node needing re-pairing) was addressed procedurally but not diagnosed through logical narrowing.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent asked for network logs, but multiple attempts were unverified as successfully received; logs were not used to analyze the issue, only requested as a procedural step. The 5-press method was used correctly, but tool use was not fully leveraged for diagnostic insight.
T3 Partially Met No misinformation conf 90%
Agent instructed customer to press reset button until light turns solid blue; however, universal_factory_reset.md states to hold until the light changes, and for MX series, the 'ready for setup' state is solid purple. Holding until solid blue (which is the 'Online' state) is technically incorrect for a reset process. Additionally, the agent used the 5-press method for pairing; while universal_5press_models.md lists MX4200 as compatible, it defines the 5-press method as an 'Escalation Method' to generate logs/tickets, not as a standard pairing procedure (which is the 5-press method described in universal_mesh_node_management.md). The agent conflated the two different 5-press procedures.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control overall, but repeated 'On the computer, are you?' five times due to audio issues without adapting approach; call flow was disrupted, and customer had to prompt for next steps at times.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions clearly, and adapted to customer’s pace, especially during physical steps like resetting and relocating.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through on all commitments.
O2 Met Proactive follow-through conf 95%
Set clear expectations: 'wait 3–5 minutes for solid blue', 'refresh the app', and confirmed resolution. No missed commitments.
O3 Partially Met Closure confirmation conf 80%
Agent referenced existing record (three devices, MX53), but customer later revealed six nodes and dual parent setup — agent did not reconcile discrepancy or update case notes accordingly, indicating limited use of prior history.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was needed — agent resolved the issue through troubleshooting. Decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed understanding ('I totally understand that'), remained patient during technical difficulties, and received positive feedback from customer.
X2 Met Tone & rapport conf 90%
Matched customer’s conversational tone, checked in frequently, and adjusted pacing during reset and relocation steps.
X3 Partially Met Overall experience conf 80%
Agent asked customer to re-enter router password after app reinstall despite having account access; also asked for model number despite prior record — avoidable repetition that increased customer effort.
Call Transcript46 turns · 48 lines
Speaker 1
[silence] Hi Regina, I have a Linksys system and it's been wonderful. Like I have a mesh system, um it's a velup system and it's worked great over the years. But here I have a weird question, like it shows me that one of my
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 please have your devices 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 Regina going to help you today. Why don't we surf.
00:00
Speaker 1
my nodes is offline. So I went down to that unit and it was still a blue light and I rebooted it because usually if you rebooted it, but in the app, it still shows us offline but it comes back on as solid blue like it's connected and everything's working correctly. Does that make sense? Yes, how are you? You new who I was. I suppose example. No, I have not tried that yet. But I mean, the app itself, it it seems to work. I mean, it's just it it just shows one unit that is like,
01:00
Speaker 2
Yes. And it has all been Y five. Have you tried to? Yes, I totally understand that. Let me just confirm if I'm talking with Robert Moses. Yes, I am on. Yeah, because we have an existing record here in our system tool up. So you have three links is devices. They are all MX five, three. Have you tried to uninstall and reinstall the Linksys app? Okay, good.
01:00
Speaker 1
It shows it as being offline. But...uh, but it's... But if I go to the unit, you know, under the nodes in the um... or it says nodes and you can see like my office, the garage, the dining room, the master bedroom, the spare bedroom, and this is the my game room. But it shows... game room has an exclamation point next to it and it says offline. But if I go down to it, it's blue and it seems like it's working. Like, you know, cuz when I reboot it, it goes through its steps, you know, it blinks blue, then it turns red, then it blinks red, then it turns blue. Then once it turns blue, I I I'm thinking okay, I'm I'm good, right? And... But it... I mean, it doesn't show like a week signal or anything. It's just just just in the app it says offline. Game room. Okay. Linksys. un-install and re-install the app. Okay. Well, I can't do that with, I don't think I, I don't think I can do that being on the phone with you. But, is there a new, maybe there's a newer app out there, I don't know, you know. Well, I have to enter all my credentials and stuff? All my router password, yeah, I got to find all that information cuz it's it's in a file somewhere. But, um, here it is. Here's my network. My router user name, my router password. I got that. That's all I'll need to do when I un- reinstall it. Okay, well, I'll definitely try that and and maybe that will correct it. But I'm pretty sure it's on
02:00
Speaker 2
Please uninstall and reinstall the Lin XVI app. Yes. Yeah, you can. Yeah. Yeah, let's proceed. So logged in using your router password also.
03:00
Speaker 1
Online. I mean, how, it wouldn't turn blue if it was off-line, right? Okay. All right, All right, I will do that. Thank you so much for your help. Oh, I can? Okay. Okay, I'll let me, let me try to do here. So first I'm going to uninstall the app. Linksys. I'm just going to delete the app, right? Okay. Okay, I deleted the app. Now I'm going to go to app library. I'm going to look for Linksys. Linksys smart Wi-Fi. Linksys smart wi-fi. [silence]
04:00
Speaker 2
Yeah, but you can proceed to uninstall and reinstall the Linksys app sir so that we will know if it still shows offline on the Linksys app. Yeah, but you you can also do that while I am here on the other line so that we can verify if the issue continues. Yes. Yes.
04:00
Speaker 1
management. Okay, I'm reinstalling it right now. I'm gonna say open. Allowed to do that. I don't know which email address I have in that though. Do you know that? Oh, router password. Yeah, I got it. I got it. Router password. Okay. This is my router password. Incorrect password. Try again. How could that be? Okay. Oh, you're right. You're right. Hold on. I'm going to try a different password. I think this is it. Oh, getting router settings. Okay. It's it's getting the settings now. So I
05:00
Speaker 2
Charlie, just log in using your router password. There's two options to not plug in on the app. Select router. Okay, try to reset or forgot. Your router password is different from your Wi-Fi password or to your links account.
05:00
Speaker 1
i had the right password. All right. Now, it came back online. It says six nodes, but the game room is still showing offline. Uh, all right, hang on. I'm gonna walk down there and tell you. I better tell them, I better take my glasses because you know, it's little. I bought extra nodes for this thing, and I put them on. And they all seem to connect. And I'm telling this Wi-Fi system is the best thing ever. You know, I think it's, it's always worked great. I have never had any problems with it. Okay. Hang on. I'm in the game room right now. And I'm turning it over. And the model number is name password recovery key. Serial number. Oh, MX
06:00
Speaker 2
What is the model number of that no, sir? The know that is located on the game room. Yeah, thank you for that. Well, let me just verify the model number.
06:00
Speaker 1
4200. The light indicator is Uh, now it's blinking red. It was solid blue when I went, uh, So, should we reboot this one? Okay, I'm gonna unplug it. unplugged. And I'm plugging it back. Uh, check. Is that enough time? Okay, plug it back in. I've got a solid blue light right now. Yeah, now it is blinking blue.
07:00
Speaker 2
the light indicator is solid blue. Okay so just keep on waiting for two to four minutes for that node to fully boot up.
07:00
Speaker 1
go blinking blue
08:00
Speaker 2
And while waiting for that note to fully boot up, sir how many devices do you have in total? So you have six Linksys devices.
08:00
Speaker 1
Solid blue. So it must've, it must've, do I have a count? What do you mean by an account with you guys? I think so. I think I do. Right? I'm sorry. You broke up for a second. Go to okay?
09:00
Speaker 2
[silence] On the computer, are you? [silence] yes, [silence] On the computer, are you? [silence] On the computer, are you? [silence] On the computer, are you? [silence] And see do we are do you have a link list account? Let's test account. Let's test. Let's account. Do you have a link industry lets account? [silence] with a link let's account. [silence] Yeah. You have you have robert.mose@comcast.net. Okay. On the links let's app since you're there, can you please go to network [silence] Click, [silence] Click the menu icon. [silence] And then click the network [silence] Okay. Click, click the menu icon. [silence] [silence]
09:00
Speaker 1
Network administration. Yes. Um, diagnostics. OK. OK. I'm sending the network logs. Sending your report. Thanks for your feedback. [silence] Now it's blinking red again. [silence] Uh, yes, ma'am. [silence] Now it's back to solid blue. Yes, ma'am. OK, it says, sending a report.
10:00
Speaker 2
us, and then send network logs. And is it plugged in directly to the power outlet? Not on power strips? Can you please send the network logs again, sir? Refresh the Linqsys app, and send it again, please.
10:00
Speaker 1
Okay I did it. Now, I think it's, it's blinking blue. Not blinking, but it's a soft blink. Don't need to reopen the app. You said refresh. Huh. Yeah. Well, this this is definitely the one that's that's the problem I think. Now it's blinking red again. [silence]
11:00
Speaker 2
And yeah and there's only one uh there's only five child nodes connected. You can actually set up that one again.
11:00
Speaker 1
What's that? Okay, I'm doing that right now. And I actually have two parent nodes. I have, I have the one in my office is the main one, and then I have an ethernet wire that runs all the way to my garage and I plugged in the one in the garage on it. And I'm going. Yes, that's where I'm going right now. I'm taking this upstairs. And I'm going to plug it in within two feet of the parent main parent node. Okay, I'm plugging it in right now. Okay. Plugging it in. It's booting up. [silence] If you speak again, I'll keep recording.
12:00
Speaker 2
move that one closer to the per- move that child node two or three feet away from the parent node. Your parents noticed the one connected directly to the modem. [silence] yeah. two or three feet apart.
12:00
Speaker 1
Yeah, that's exactly what it is. It's plugged in directly to the wall on that. It's blinking blue-newbnotes. Now blinking red. Okay, hang on. I'm holding the reset button. [silence]
13:00
Speaker 2
an plug directly to the wall outlet. Okay, press and hold the reset button for 10 to 15 seconds. Make sure the light blink red goes off, then turn to solid blue. Release the reset button when it turns to solid blue.
13:00
Speaker 1
Still blinking red. And now it's completely blank. Now solid blue. Okay. Okay. Still blinking. [silence]
14:00
Speaker 2
Keep holding it. Okay, keep holding. [silence] Okay, let's go. Wait for the light to blink blue and turn into solid purple. Do you have the option of [silence]
14:00
Speaker 1
Um. Yeah. Give me a second here. Still blinking blue. I guess I could do that while it's blinking blue, right? Um, so the serial num- serial number on this one is- there's a recovery key- serial number 38, U1OM39A15435. Now it's solid purple. Okay?
15:00
Speaker 2
answer to provide the serial number of that node. Yeah, you can. Now go to the parent node. Then on the parent node, gently, press release the reset button five times within five seconds. Press release. Press release. Press release. Press release.
15:00
Speaker 1
Okay, hang on one second. I got I got the parent node out. It was in the cabinet like okay so you'll need to do it five times. One, two, three, four, five. Okay, done. Now it's it's like a light purple blinking. No, the parent node. Now it's solid blue, the parent node. Child mode is blinking red. Okay, now that this wouldn't affect any of my other nodes, right? Okay, good. Blinking red. Seems like it's blinking a little faster now. Cool beans.
16:00
Speaker 2
Sure. Press release. Yeah, press release. Go ahead. The child node. How about about the child nodes? Okay. Setting up. So, kindly wait three to five minutes for that node to turn solid blue. No, it won't affect the other nodes. [silence]
16:00
Speaker 1
You're moving faster now. Kent is still blue the way it normally is. still blinking red. [silence] Blinking red. Solid red now. And now blue. Solid solid blue. Now it's solid blue. That's what we want, right? Solid solid. Solid? Yes.
17:00
Speaker 2
try to turn off and on the Wi-Fi Dion. What is the light indicator of the child node? That's okay. Keep on observing it. And it's steady blue. Yeah. uh,
18:00
Speaker 1
Okay, okay, I'm going to unplug it and take it back down. [silence] plug it back in? All right, we're plugged in.
19:00
Speaker 2
Okay, relocate the child node now, back to the game room as it was. Okay, and wait, yeah, and wait 3 to 5 minutes for that node to turn solid blue again. Okay.
19:00
Speaker 1
Okay. blinking blue blinking blue blinking red.
20:00
Speaker 2
Yes, it's okay. Just wait 3 to 5 minutes.
20:00
Speaker 1
Solid blue. Okay, so I should shut the app down and restart it, right?
21:00
Speaker 2
Okay, can you please refresh the linksys app and then check if there are six devices that are online. [silence] now just refreshed it. [silence] maybe you can drag it down or force close then reopen the linksys app. [silence] Okay, and then go back. yeah, go back to administration, diagnostic then send network log.
21:00
Speaker 1
, uh, uh, uh, . I think you fixed it. You're really good. You know that? Yeah, it's still solid blue. And like I said, in my it's showing me that six nodes are all online now in the app and that this one is connected to the office. Well, it's it's connecting to the parent node in the office by the diagram. It's funny though, because the office the one that says garage on it. You
22:00
Speaker 2
here welcome for that one sir it might be just the child mode needs some refresh reset it needs to be reconfigure okay and not under game room. It's on the office. okay. [silence]
22:00
Speaker 1
and it just shows like ... ... cause it's connected by Ethernet and then and then the dining, the dining room's connected to the garage but everybody else is connected to the office but yeah it's yes ma'am, five or child nodes. Yeah, yeah, because but it doesn't, does it matter that one of them is connected by Ethernet cable itself? Cause that, that makes it really good.
23:00
Speaker 2
Yes. Okay. Yes, I see. And did you already send the network logs? Let me just refresh that in my end. So you have six linked us devices, five child nodes. Okay. Oh, yeah. Absolutely better since you did that reconnection.
23:00
Speaker 1
Yeah. The garage is, the garage is on an ethernet cable from the office. It just goes right from the office. Hmm. Yeah. No, but you were wonderful and I so appreciate your help. OK, very good. Thank you again for your help. You too. Uh-huh. All right.
24:00
Speaker 2
Okay. And, uh, after verification, sure, it shows that there are five child nodes connected. One is wired, so it means we've fixed the issue, and it shows on the, uh, Linksys that they are all online. So, is there anything else that I can help you with? You're welcome, sir, and, uh, by the way, feel free to call us back and your ticket number is 072065. You're welcome, and have a great day. Take care, Robert, and bye for now.
24:00