V2 Rubric Detail — 7db8187a-7984-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 21:48
Duration
20m 17s
Contact
Susan Lisser
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136087
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100_unable to add new CNs to the existing network

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall85.4% (-6.6)

V2 Grader Summary

The agent correctly diagnosed the blinking‑red child nodes, guided the customer through a factory reset and the 5‑press pairing method, and confirmed that all nodes reached solid white status. The issue was fully resolved with clear next‑step instructions and courteous communication. Although the 30‑second reset exceeded the KB‑specified 15 seconds for LN1200, this technical inaccuracy did not prevent resolution and was not severe enough to warrant auto‑zero.

V1 Case Analysis

Customer successfully added two LN1200 child nodes to LN1100 parent using reset and 5-press pairing. All nodes solid white and visible in app.

Troubleshooting Steps
  • Reset each LN1200 child node (hold reset button until solid blue).
  • Performed 5-press pairing on LN1100 parent router.
  • Confirmed child nodes transitioned from blinking white to solid white.
  • Verified nodes appeared in Linksys app.
Key Observations
  • Agent correctly identified compatible Cognitive Mesh models (LN1100 and LN1200).
  • Agent used correct 5-press pairing method for LN series as per KB (velop_child_node_setup.md).
  • Reset duration of 30 seconds was longer than necessary but did not harm outcome.
  • Agent confirmed resolution through both LED status and app visibility.
  • Brief irrelevant comment about laptop/vehicle tool caused minor confusion but did not derail troubleshooting.
Positive Highlights
  • Collected necessary product information (model numbers, serial, ISP, email) early in the call.
  • Correctly diagnosed issue as unpaired child nodes requiring reset and re-pairing.
  • Provided clear, step-by-step guidance for resetting LN1200 nodes and using 5-press pairing on LN1100.
  • Confirmed both visual (LED) and digital (app) indicators of success.
  • Offered follow-up email and clear next steps for relocating nodes.
  • Maintained professional tone and allowed customer time during waiting periods.
Agent Errors / Gaps
  • Irrelevant comment about connecting a laptop to a tool in a vehicle (transcript [10:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are solid white and the app shows four nodes — issue fully resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed 30-second reset (exceeds KB's 15s for LN1200) and used 5-press correctly, but initial reset duration was unnecessarily long and not aligned with documented procedure.
R3 Met Correct resolution path conf 90%
Agent chose the correct troubleshooting path (reset & 5‑press) for LN1200/LN1100 mesh nodes, no dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified symptom (blinking red), asked to reset, checked LED colors, and progressed logically.
T2 Met Appropriate tools / resources used conf 85%
Used appropriate physical tools (reset button, 5‑press) – no additional tools were required for this scenario.
T3 Partially Met No misinformation conf 88%
Instructed 30-second reset on LN1200 — KB specifies 15 seconds (universal_factory_reset.md); over-resetting risks no harm but is technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent generally kept the call on track but inserted a confusing line (“We need to connect the laptop to that tool…”) that broke flow.
C2 Met Confirmed understanding conf 85%
Used clear, step‑by‑step language and confirmed understanding throughout.
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 90%
Set next steps: wait for LEDs, then relocate nodes; promised a follow‑up email.
O3 Not Applicable Closure confirmation conf 80%
First contact – no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed thanks, used polite language, and remained patient throughout.
X2 Met Tone & rapport conf 85%
Matched the customer’s pace, repeated instructions when needed, and kept engagement.
X3 Met Overall experience conf 85%
Handled resets and pairing without making the customer repeat information or perform unnecessary steps.
Call Transcript29 turns · 29 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
hi, I'm trying to add two child nodes to my fairly new uh linkus router and they just keep blinking red and I can't I've tried all these various things that I've seen online on your website and my my app is not um can't seem to find them so I I need help adding these child nodes.
04:00
Speaker 2
Thank you for calling Linksys. This is L. How can I help? Okay, ma'am. What's the model number of the child?
04:00
Speaker 1
Uh, Okay, the-ul model number is, uh, Let me find this, um, Okay, I guess this must be it. It's S slash N, is that the model? Oh, no, model number, L N 1200. Yes. The parent node, uh, do you need the serial number? Okay, I mean, it's a Lynx, it's 04816, and the serial number is 60C10M-especially in man. Uh, 13e04816.
05:00
Speaker 2
LN 1200 and then what's your parent node? Yes ma'am. Thank you so much. So, the parent node's model number is the LN 1100.
05:00
Speaker 1
The per node model number is 1100. Right? It's alerka is our internet. It's uh. Oh, sure. Susan Lisser and the email is W S. H I L L T O P 56 at gmail.com.
06:00
Speaker 2
100, right? Okay. And who's your internet service provider, ma'am? Okay. All right. And let me double-check here. And there's an account that is associated, by the way, um with your phone number. Maybe you can confirm the first name and last name and then the email that's on the account. Okay.
06:00
Speaker 1
Oh, gosh, um, it's been maybe within a month ago, I don't remember the exact date, but fairly recent. I could go find that. Okay. Okay. I'm going to have to find that receipt. Um. Okay. Okay. [silence]
07:00
Speaker 2
And when did you purchase [chanting] m AND 1100, do you still remember? I see. Okay. So for [unintelligible] okay, um you purchased that one online. Okay. So, um yeah, you can just provide me later on the receipt mem, so at least we'll be able to update the warranty status of the L N 1100 that you have. But, um yeah, no worries, we will still be able to support you with the unit. So, um you can do that one. Yeah, you can do that one later, so we'll we'll we'll resolve first your your concerns. So, for the parent node, it's the L N 1100 and then the child node,
07:00
Speaker 1
Yes. And I have two of those. Um, well, I plugged them in having them in close proximity to the router. And I should say there, there, there's one child nodes that came with the router and that, that was fine. That added perfectly well and it's functioning. So these are two additional nodes that I'm trying to add to extend my Wi-Fi. So, um, yeah. So what I've done so far is just plug them in in close proximity to the router. I tried going into my app and tried adding a new product. Um, or I should add say that. So I went in, I said add a new product, and then I clicked on the add that.
08:00
Speaker 2
Is that an 1200, right? uh huh. Okay, too, all right. So, um, did you do anything with that one, ma'am, before you, or what did you try so far?
08:00
Speaker 1
[silence]
09:00
Speaker 2
Okay, I see. But, uh, you've mentioned you have, um, you have one node that came together with the parent node. Is that also LN 1200? Okay. So, with the two, um, with the two LN 1200, ma'am, I need you to reset that one. It's near with the parent node, right? Okay. So, I need you to reset the LN 1200 that is blinking red. Um, press and hold the reset button for 30 seconds.
09:00
Speaker 1
ah okay Okay, that's one. Now I'll do the other one. Should I do them both? Or just okay?
10:00
Speaker 2
We need to connect the laptop to that tool that we've got in the vehicle. And, Colleen. Yeah, very easy. Yes, you can actually do the other yeah, you can actually do the other one while we're waiting.
10:00
Speaker 1
Okay. Okay, I've done both of them for 30 seconds. Okay, they're just blinking blue right now. One of them is solid blue.
11:00
Speaker 2
All right. So, let's give them some time. Um, let me know if the LED light of this 2LN 1200 turns solid blue. They should be solid blue in a few minutes. Ah, okay. Okay. And sorry, ma'am, I didn't catch properly your internet service provider.
11:00
Speaker 1
all right networks okay yeah sure okay okay it looks like we have solid blue uh no out of the okay
12:00
Speaker 2
provider. Who is your internet service provider again? Allerica. Is that A-L-E-R-I-C? Okay Okay. Thank you so much. Okay Alright. So, I need you to do this one. Let's just try this method. So, earlier I asked you to press and hold the reset button of the L and 1200 for 30 seconds. So, this time, since we were going to add them, I need you to go to the parent node and then press the reset button of the parent node five times. It's press release, press release. So, so do not hold it. Just press it five times. Not too fast, not too slow. The interval is 1.
12:00
Speaker 1
Ah, okay. Five times, Okay, I've done that. Oh, it's just staying solid right now. Yeah. Yes. One of them is blinking. Uh, yes, one of them. I reset two of them. Oh, now it's blinking white.
13:00
Speaker 2
1 press per 1 second. Five times. Yes. Okay and then the parent node and then your parent node should start blinking. White. Is it? Solid white. Okay. Give it sometime and then check if one of the child node is blinking. Okay that's the child node that we reset right? [silence]
13:00
Speaker 1
And the other one is blinking blue. We'll see that it does. My router is still solid white. Okay. Yeah, they're both blinking white now. Oh, now the router is like kind of a bright orangey-looking light. It's not just white. Oh, now it's white. Okay. Okay. Okay, great, thanks. [silence]
14:00
Speaker 2
Okay. That's good. Okay, that's fine as long as the child nodes that we reset are blinking. At least one of them is blinking. So we'll just- Okay, that's good. Okay. okay. So that means it's actually they're actually already communicating. So they're establishing a connection right now for the two child nodes. So it may take six minutes. So it might take some time. If you need to do something else while we're waiting, you can take your time. I'll just be here. Okay. [silence]
14:00
Speaker 1
OK. oh, they're solid white. Everybody is solid white. Yes. Let's see now. All right, right. Okay, go back to here. Okay. Okay, there. Okay, it's showing for nodes. Yeah, that's it.
18:00
Speaker 2
So, how's the light so far on the of the child nodes? Out. Okay. All right, that's good. And then, you've mentioned that you have the Linksys app, right? Okay, can you double check if they're showing on the app? Let's make sure that they are at least online. For nodes, okay, that's good. So 1 parenting node and then e 3 child nodes, mm-hmm. [silence]
18:00
Speaker 1
Yeah. Right. Right. Yes. The numbers seem to match up. So. This is grand. Okay. Mhm. Great. Okay. Well, thank you very much. I don't know what the problem was, but. And then I should go, I should find my receipt um, for my purchase, yes? For the the router. Oh, good. Okay. [silence] Okay.
19:00
Speaker 2
Okay. Okay, that's good. Yeah, so you can unplug the child nodes, ma'am, and then move it to your preferred location. One after you - once you plug them back into their um to your preferred location, give them like another three to five minutes, they should automatically turn solid white to connect to the parent node. No need to do anything. Right. You're welcome. Yeah. Yeah, of the um, for the - yes, correct. So I'll be sending you an email? Yes, for the router, so I'll be sending you - I'll be sending you an email after this phone call, so whenever you're available, you can just um send the email back or reply back, okay?
19:00
Speaker 1
Great. Yeah, I think that's it. Thank you very much. You too. Thanks.
20:00
Speaker 2
of purchase. Fine. Anything else, ma'am? Any follow-up questions? Oh, okay, ma'am. All right. Thank you so much for taking the time calling, Lindsay. You have a good day, okay? You take care. Thank you, bye-bye.
20:00