V2 Rubric Detail — 7d605a2c-7934-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:16
Duration
27m 41s
Contact
Brandon Haynes
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00091926
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.

V1 Rubric Scores

Resolution5.00/5
Accuracy3.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall85.1% (+9.1)

V2 Grader Summary

The agent correctly diagnosed the child node’s connectivity issue, walked the customer through a factory reset, the 5‑press pairing method, and app verification, resulting in the node showing a solid white LED and re‑joining the mesh. Despite a minor LED‑color inaccuracy (T3 Not Met), the problem was fully resolved without escalation. No critical failures were observed, and the customer confirmed successful resolution.

V1 Case Analysis

Customer reported a child MX6200 node not connecting (blinking red/blue). Performed factory reset, used 5-press pairing, verified solid white status. Issue resolved.

Troubleshooting Steps
  • Verified LED status of child and parent nodes.
  • Instructed 10-second factory reset on the child node.
  • Guided customer to wait for solid blue (ready) state.
  • Performed 5-press pairing on the parent router.
  • Checked node status in the Linksys app until solid white appeared.
  • Advised relocation after successful pairing.
Key Observations
  • Agent incorrectly stated that the MX6200 should turn solid purple after reset (should be solid blue per KB).
  • Agent unnecessarily suggested reinstalling the Linksys app after already initiating reset steps, adding minor inefficiency.
  • Agent correctly used the 5-press pairing method for MX6200, which is model-appropriate per KB.
  • Customer confirmed resolution with solid white LED and app verification.
Positive Highlights
  • Correctly identified the MX6200 model and used the appropriate 5-press pairing method per universal_5press_models.md.
  • Successfully reset and re-paired the problematic child node.
  • Confirmed resolution with the customer before ending the call.
  • Maintained clear and professional communication throughout.
Agent Errors / Gaps
  • Incorrect LED color reference: Agent stated the child node should turn solid purple after reset (MX6200 uses solid blue, not purple). This contradicts velop_child_node_setup.md and universal_mesh_full_rebuild.md.
  • Unnecessary suggestion to reinstall the Linksys app after already starting hardware reset, creating a minor loop.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms node is connected and working: 'this appears to be working again' and 'it is now showing that it is connected'.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through factory reset, 5-press pairing, app refresh, and relocation with timing expectations — all relevant to MX6200 node recovery.
R3 Met Correct resolution path conf 90%
Used correct MX6200 troubleshooting path (reset, 5‑press, app) and resolved the issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom and LED states but misdiagnosed initial state (expected solid purple on MX6200, which is incorrect per KB).
T2 Met Appropriate tools / resources used conf 80%
Used the Linksys app and on‑device reset button appropriately; no additional tools were required.
T3 Not Met No misinformation conf 97%
Agent instructed customer to wait for 'solid purple' on MX6200, but per KB (universal_mesh_full_rebuild.md, velop_child_node_setup.md), MX6200 shows solid blue when ready — solid purple is for WHW/MR series.
Communication
C1 Met Clear & professional language conf 75%
Agent kept the conversation moving with clear step‑by‑step instructions and timing expectations.
C2 Met Confirmed understanding conf 75%
Provided instructions in plain language, checked understanding, and responded to customer’s status updates.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed all troubleshooting, and did not transfer the customer.
O2 Met Proactive follow-through conf 85%
Set clear next steps (relocate node after solid white) and confirmed completion; no pending actions remained.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be a first‑contact interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent offered a brief apology ('Sorry for that') but did not explicitly acknowledge frustration or show strong empathy.
X2 Met Tone & rapport conf 75%
Agent maintained a courteous, patient tone and adjusted instructions based on the customer's responses.
X3 Met Overall experience conf 80%
Agent avoided unnecessary repetition, performed resets and pairing without sending the customer back and forth.
Call Transcript43 turns · 43 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[mom son]
04:00
Speaker 2
好好-早上
04:00
Speaker 1
Sure, I have a mesh network system with three nodes and I have one of the child nodes seems to have stopped associating or connecting. And I've tried multiple attempts to get it to reconnect and I've been unsuccessful. So I'm looking for some help. Correct.
05:00
Speaker 2
Zirkin journal. Okay. So one of the child node lost its connection. Correct. You mentioned earlier, sir, that your first name is Brandon. How about your last name?
05:00
Speaker 1
men for Nancy. Correct. seven, 24 816 59 10. B. Hahn's one, nine, seven, three Gmail. Correction. B for Brandon, not D.
06:00
Speaker 2
H. A. Y. M. for Michael E. S. P. A. I. N. E. S. and your callback number and how about your email okay so it's D. for Delta H. for Henry A. for Alpha W. for Yankee N for November E. for Edward letter S. for Sam one nine seven three at gmail.com.
06:00
Speaker 1
you for danielbains like brandonains1973@ gmail. I have three nodes in my system. Yes. 58 William 10, Michael 2, Charlie, Daniel 00434.
07:00
Speaker 2
Okay. Okay. Sorry for that. And how many links has devices do you have sir in total? So, okay. You have three notes. And what is the Can you please provide the serial number of the child node that you're calling about the issue? Okay. So it is 58. [silence]
07:00
Speaker 1
Correct. Armstrong, white, also white. Yes. Yes, I've done that. I'm in the same room with it.
08:00
Speaker 2
double you for whiskey one zero and for Michael to se for Charlie D for delta zero zero for three four and the model number is MX 6200 am I right? and whose your internet service provider sir? arm strong okay and what is the light indicator of the parent node? and how about the other child nodes okay can you please move this child node that is currently red may right? closer to the parent node about two or three feet apart from each other sure? okay and it is
08:00
Speaker 1
It is, I just replugged it in. Correct? It's currently blinking uh blue. So, within the uh the LinkSys mobile app, uh it tells me that I have three nodes in my system. Uh, it, it doesn't tell me that the, that this child node is offline. It, it,
09:00
Speaker 2
Currently plugged and directly to a wall outlet. And it is blinking. Okay, it's booting up. So let's just keep on waiting about two up to four minutes for this node to fully boot up.
09:00
Speaker 1
It shows it, it simply just doesn't show that it has a signal strength or is connected to anything. Okay. Yes, it is still blinking blue in color. Would you like me to delete the mobile app and reinstall it? [silence]
10:00
Speaker 2
Oh, yeah, so let's just try to also proceed to reset and reconfigure this node and let's observe the light indicator. We can also try to refresh and install or reinstall the Linksys app and then check the status of the child node. And the light indicator of the child node is still blinking. Okay, it's still booting up. You can.
10:00
Speaker 1
now the child node- uh, I just looked down, it- it's a solid red light so on the child node while it's plugged in, hold down the reset button for 10 seconds until, okay, okay, it is blinking red
12:00
Speaker 2
Okay, Okay. Okay. this time Kindly press and hold the reset button of the child mode sir for 10 seconds. So make sure the light blink red goes off and then turn to solid blue. So when it turn to solid blue after it went off, that's the time that you release the reset button. 10 second Yeah, but make sure the light blink red. Yeah, until it turns solid blue. So blink red turn off and then turn to solid blue.
12:00
Speaker 1
Okay. I have. a now it is linking blue [silence]
13:00
Speaker 2
Okay, let's go. I'll release the reset button. Okay, so let's just wait for the note to turn solid purple, indicating that it's ready for setup.
13:00
Speaker 1
Solid purple. [silence] I have reinstalled the app and logged back in. [silence] It's still blinking blue. [silence] It is now still blinking purple.
14:00
Speaker 2
Okay. But let's just set up the child node using Fibre method. But let me know once the light turns to solid blue. then. Okay. Then we can proceed. Yeah, it's okay.
14:00
Speaker 1
Solid blue. Okay. I've done that. It was red, it is now white. Solid white. The child note is solid blue. [silence]
15:00
Speaker 2
Okay, now go to the parents node. Then press release the reset button five times within five seconds. Okay, what is the light indicator of the parents node? Blinking. How about the child nodes? And how far it is from the parents nodes here? [silence]
15:00
Speaker 1
Hmm. Three feet, maybe? Less than three feet. It is solid blue. Yes. Okay. Okay. One, two, three, four, five. Uh, it was in, the light was initially red, and then it went to solid white. And the parent node, or sorry, the child node is still solid blue.
16:00
Speaker 2
Okay, and it's still solid blue. Okay. Can we go back to the parents node and press release the reset button five times within five seconds. So this time make it not too slow, not too fast. Okay. Now you should log into the Linksys app. Currently click
16:00
Speaker 1
Okay. Add a node to my network. Okay. The the child node is now blinking blue.
17:00
Speaker 2
ready, the menu icon and the child notes still solid blue okay click the menu icon kind of linked it up and then scroll down at the very bottom you can see an option wherein you can set up a new product okay, click that one Yes. Okay.
17:00
Speaker 1
Uh, so plug additional nodes into power near the router. Uh, yes, it's now, it's now gone to blinking white. Okay, okay. It's already setting up. It's still blinking white.
18:00
Speaker 2
No need because they can like go back sir to the Lycesys app dashboard, since the child node, start setting up blinking blue right. So it's currently setting up. So no need to set up the one on the Lycesys app, since it's already setting up. Yeah, it's okay. It will take three to five minutes for a new show to set up. [silence]
18:00
Speaker 1
We uh the light on the child node is now solid white. Okay. Re located. To the uh the light on my parent node.
20:00
Speaker 2
Okay, that's good. It means it's already set up. So, you may now proceed to relocate the child node, sir. [silence]
20:00
Speaker 1
well, child node. sorry. the child node is now the the light has changed to a solid red. should I wait until it changes to solid white before I, relocate it? okay. it it appears to be. um. Yeah it's it's now changed to solid. white.
21:00
Speaker 2
Okay, because the parent node is also reacting while the child node is setting up, because they're currently trying to reconnect with each other, but this time since the child node set up, proceed to re- to keep on observing it. It will eventually change to solid white. Yes, please. Okay. So this time you may proceed to re-locate.
21:00
Speaker 1
So, relocat. Okay. I'm assuming my parent node is located in my basement where my router, sorry, yes, my modem comes into the to the home. And and my I have a child node on my first floor and then this is the child node from the second floor. This this child node that goes on the second floor does it still try and connect to the parent node in the basement or does it try to connect to the one on the first floor?
22:00
Speaker 2
Yeah, the child node. [silence] Yes, back to its original location as it was. [silence] Yeah, that's the parents node. Mm-hmm. Yes. A little bit.
22:00
Speaker 1
Okay. Okay. I am reconnecting or powering up the second child node. It's blinking blue.
23:00
Speaker 2
It should search and technology. This nodes should connect to the node which is closer to it in technical terms. [silence]
23:00
Speaker 1
I still have a light that's blinking blue. Oh, it Okay. It it is now steady white.
25:00
Speaker 2
Yeah, that's a Casey, now want it to relocate, it will take three to five minutes again for that one to reconnect. So keep on observing it until it's ready wipe. So it means it's over the setup.
25:00
Speaker 1
Yes, okay. It it is now showing that it is connected and it's connected to the first lower. Okay, this appears to be working again. Uh no, if I if I have this problem again, that's the process I should go through first. Where I'm I'm holding down the the the reset button.
26:00
Speaker 2
Okay. And you can check the linkages app. Just refresh. So close and then reopen the linkages app to verify if there are three nodes connected. Okay. That's good. Yeah. So since your linkages mesh system are working again, is there anything else they can help you with? Yes. Yeah.
26:00
Speaker 1
on the child node first uh for 10 seconds until it starts blinking and then it let it go. Okay. Well, thank you. I I appreciate that help. That was that was great. 91926. Okay. Thank you. Okay. Bye.
27:00
Speaker 2
yes okay yeah good you're welcome Brandon and if you need further assistance please feel free to call us back using the same ticket number 91926. yes you're welcome and have a great day bye for now
27:00