V2 Rubric Detail — 7e86e128-7b96-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 13:02
Duration
64m 0s
Contact
513-638-9268
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical0.94/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp0.71/5
Overall46.8% (-9.2)

V2 Grader Summary

The agent committed a critical technical error by instructing 5-press pairing on an MX6200, violating KB guidelines. Resolution was incomplete as WiFi connectivity was never verified (only LED states), and customer effort was high due to lack of tool use. Ownership was maintained but empathy and efficiency were deficient.

V1 Case Analysis

Customer reported MX6200 child nodes flashing red and offline. Agent performed power cycles, 5-press pairing, and factory resets. Nodes now show solid white/blue, but internet/Wi-Fi connectivity was not verified. Call closed with self-help instructions.

Troubleshooting Steps
  • Power-cycled parent and child nodes
  • Moved child node closer to parent
  • Executed 5-press reset on parent node
  • Factory reset child node and re-added it to the mesh
Key Observations
  • Agent did not verify WAN/internet status on the parent node before troubleshooting mesh connectivity.
  • No confirmation of actual Wi-Fi SSID broadcast or internet access was performed — resolution based solely on LED status.
  • Agent correctly used the 5-press method for MX6200, which is supported per KB (universal_5press_models.md).
  • Repeated LED status checks without clear next-step logic led to inefficient troubleshooting flow.
  • Customer explicitly asked for email instructions, which the agent agreed to send — a positive self-help closure.
Positive Highlights
  • Correctly identified the MX6200 model and applied the appropriate 5-press pairing method, which is valid per KB (universal_5press_models.md).
  • Accurately guided the customer through factory reset procedure for the child node (universal_factory_reset.md).
  • Instructed the customer to move the child node closer to the parent, which is a valid step for signal strength (led_intelligent_mesh_consumer.md).
  • Agreed to email instructions upon customer request, providing a self-help path (positive COMMUNICATION).
  • Maintained a polite and patient tone throughout a long and complex call.
Agent Errors / Gaps
  • Did not perform initial modem/WAN check to isolate upstream issues per standard troubleshooting flow (Step 1 in velop_wifi_connectivity.md).
  • Failed to verify that Wi-Fi service or internet connectivity was restored before ending the call.
  • Repeatedly asked for LED status without advancing the troubleshooting logic, causing confusion and inefficiency.
  • Did not check or confirm DHCP, SSID broadcast, or admin login access, which are basic validation steps.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent concludes with nodes solid white but never verifies actual WiFi connectivity, internet access, or device functionality — only LED states that may not reflect operational success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed node resets and pairing attempts but skipped critical KB steps like testing modem directly and checking WAN status in router UI — relying solely on LED interpretation without diagnostic verification.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting appropriate for the reported issue (node reintegration), consistent with out-of-warranty support expectations, without prematurely dismissing or escalating.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (flashing red) and attempted pairing, but failed to isolate upstream issues (e.g., modem/WAN) or confirm root cause — assumed configuration loss without validating ISP or parent node internet status.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use diagnostic tools: never directed customer to check router dashboard (http://myrouter.info for MX6200), verify WAN status, or use the app despite mentioning it — missed opportunities for faster, more accurate diagnosis.
T3 Not Met No misinformation conf 98%
Agent incorrectly advised using the 5-press method on an MX6200. Per led_intelligent_mesh_consumer.md and universal_5press_models.md, MX6200 is a Cognitive Mesh model that does not support the 5-press method (it uses a Pair button or Web UI).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control with step-by-step prompts, but numerous long silences, unclear transitions, and repetitive instructions disrupted flow and efficiency.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s confusion (e.g., about light colors or process duration), nor consistently confirm understanding — communication remained transactional.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer or abandon the customer despite complexity.
O2 Partially Met Proactive follow-through conf 85%
Agent gave immediate next steps (e.g., wait, relocate node), but provided no follow-up plan, callback commitment, or long-term guidance for recurrence — leaving customer without post-call support path.
O3 Partially Met Closure confirmation conf 80%
Agent referenced prior static IP configuration, showing some history awareness, but re-asked basic model and light status questions already in transcript, indicating incomplete continuity.
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 details are not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, inconvenience, or effort; no empathy expressed despite repeated node moves and failed attempts — tone remained neutral and procedural.
X2 Partially Met Tone & rapport conf 85%
Agent remained patient and repeated instructions, but did not adjust pace or tone to match customer’s stress or confusion — missed opportunities to build rapport.
X3 Not Met Overall experience conf 95%
Customer was forced to physically move, reset, and monitor nodes multiple times without agent using available tools (e.g., web UI check, app diagnostics) that could have reduced effort.
Call Transcript82 turns · 96 lines
Speaker 1
[KEEP_UNCERTAIN] uh, yes, I'm having trouble with my, uh, my mesh, wifi, router, thingy. It, went out, uh, overnight last night. Um, we've, done all sorts of troubleshooting with our, internet provider, and our, internet is coming in, just fine. But, we stopped getting, uh, Wi-Fi, and we tried rebooting the system, you know, one node at a time. We got the
00:00
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. Hi, thank you for calling Linksys. My name is Venn, and I'll be helping you today.
00:00
Speaker 1
main one to come up just fine, but neither of the other two, they they both just go to flashing red and won't do anything else. one of them is completely unplugged, but the other one is probably I I I can't get to it. Now I just got off the phone with the internet provider like moments ago, so. No. about this incident, yes. No, we've called from a different number. 513 332 7374. Yes.
01:00
Speaker 2
The other two right now are flashing red. All right. Before anything else, may I also ask, is this your first time calling? to verify your phone number that you may have called before. Was it 513-638-96238? All right. What's the phone number that you may have called? 513-222-7374.
01:00
Speaker 1
[ silence] Yeah. Yeah. Yeah. Uh uh Tomas, but yes. Yes. Um just, hang on just a moment, please. The other one. Uh MX 6,200 yes. Uh right now it's white, I think. It's Yeah. Yeah.
02:00
Speaker 2
All right. Tom's Cooper. And the email address is seems Cooper@aol.com. Thank you so much. Two confirm is your model of your Linksys device an Mx6200. Alright. What's the color of the light in the parent node? Alright. For the child node right now since it's currently on a flashing [silence]
02:00
Speaker 1
Okay. Give me a moment. I got to get upstairs, cause it's on the opposite side of the house here.Okay, I'm sorry. What is that I have to do? [silence] Okay, it's gone out. Yep. It just went to solid blue. Um like I can unplug everything out of it. Oh, that's gonna be really difficult to do. I mean I can unplug it, but actually I'm sorry, what? it's directly upstairs, so that the parent node is.
03:00
Speaker 2
for TV after. All right. Yeah, you need to unplug the child node, bring it closer to the parent node. Yeah, you need to unplug everything, including the power and anything attached to it, and bring the child node closer to the parent node and plug it back in. There just the power. How far is the child node from the parent node? [silence] How far is the child node from the parent node?
04:00
Speaker 1
Like, one floor below us, like almost directly. I don't know, however, I don't do metric 'cause this is US and they never taught us that crap. It's like 10 ft maybe. 3 met maybe. All right. Let me it's just moving the node is fine. It's moving the power cord is kind of a pain in the neck if I got to take the power cord with me. Uh that's the part that's a really big pain in the ass. Hang on.
05:00
Speaker 2
In terms of meters, estimatedly, how far is it? All right. We can try adding the child node using the LXS app. However, if the app may not be able to detect it, that's the time we need to move the child node closer instead.
05:00
Speaker 1
Okay. It wasn't quite as hard as I thought it was going to be but let me... [silence] Yeah. [silence]
06:00
Speaker 2
they should be in the same room yes as long as they're in the same room now plug it back in and let's wait for it to finish rebooting
07:00
Speaker 1
it's soaking wet already. so one. It itself. Oh, now it's slow flashing blue.
08:00
Speaker 2
you see the light right now all right tell me if it's done flashing blue
08:00
Speaker 1
[silence] It has stopped flashing blue, now it's a solid blue. [silence]
09:00
Speaker 2
All right. Now go to the parent node. On the parent node, you're going to perform what we call the five press method. You're going to press release, wait a second, press release, wait a second five times on the reset button.
09:00
Speaker 1
Just a single press. Each time. So. Okay. I've done that five times. [silence] it's so white. and now it just flashed off then back on. now it's flashing white. Slow. very slow flashing white. The child node is still solid blue. [silence] it's flashing still. I know. I'm looking at. It has not flashed at all. still solid blue.
10:00
Speaker 2
Yeah, yeah, yeah, yeah, yeah, quick, quick press, quick release. What's the light right now on the parent node? What's the light on the child node? Okay, double check if the child node may start flashing as well. [silence]
10:00
Speaker 1
The parent node is a very slowly flashing white, still. Still solid blue, yes.
11:00
Speaker 2
Put the light in the parent node. All right and on the child node is it still solid Blue? All right. Still no changes in the light? Tell me if the parent node stops flashing. I [silence]
11:00
Speaker 1
No, change. [silence] There's still no change, it's still flashing and still solid blue on the tile. Is this normal or is there something wrong here?
14:00
Speaker 2
Did you just simply plug it back in after you unplugging and re-plugging it.
14:00
Speaker 1
yes. okay. okay. Okay, I'm plugging it back in.
15:00
Speaker 2
All right. Because there's a possibility that even if the parent node is currently showing a solid white earlier, it may not be functioning properly. So we need to reboot the parent node one more time. You just need to unplug it from the power for 15 seconds and plug it back in after. If it's still flashing white right now, you don't need to worry about it. We just go ahead and unplug it for 15 seconds and plug it back in. [silence]
15:00
Speaker 1
The child is still plugged in, it's still blue. Do I need to do anything with it or just leave it as it is. Okay? [silence] Uh slow flashing slow flashing blue still.
16:00
Speaker 2
just leave it as it is. She've successfully rebooted the child node. What's the light currently on the parent node? [silence]
16:00
Speaker 1
Is this about how long this normally takes, or does this seem to be slower than usual? Okay. It's now it's white, oh, it was white, and now it's red. yes, correct okay incidentally I do have a second child node upstairs that I haven't done anything with it's unplugged still.
17:00
Speaker 2
feeling solid red as of the moment. All right, if that's the case, your parent node may not have been reconfigured properly after the reboot. After you spoke with your ISP, which is Spectrum. So this is the time that we need to consider resetting and configuring everything all over again from scratch. Turn off the current child node that we just reset just by unplugging it from the power. Now on the parent node, No worries there. We're not going to touch it since currently it's unplugged and not included on the picture. [silence]
18:00
Speaker 1
OK. OK, it's out and now it just came back on red. Now it's out again. And now it's blue.
19:00
Speaker 2
Now, go to the parent node. In fact, factory reset it as well. Hold the reset button until the light completely goes out. Okay. The light went out and turned to a solid red.
19:00
Speaker 1
Now it's off. Now it's flashing blue. Okay.
20:00
Speaker 2
Keep on observing it. Tell me what will be the light after it will start flashing blue. All right. Reboot— the reboot sequence usually takes around three to four minutes, so let's observe and wait until it's done flashing blue. [silence]
20:00
Speaker 1
Focus on me. Mm-hmm. Let me get my sleep. Coming to my fingers. Mm-mm. That's right. That will fall in my veins. None. Thanks for watching. Mm. 23 Mm. 23 It. It's blue and solid blue. Not flat. OK. OK. Now it's flashing white. And it's flashing white. Wow. it's in a big box. Let's see.
21:00
Speaker 2
All right, what's the light on the parent node? All right. Now that it's on a solid blue light, please perform the five-press method again. Press, release, wait a second, five times on the reset button. After you've done the five press, flash and white. Now wait for three to four minutes until the parent node stops flashing white.
22:00
Speaker 1
every time I get involved into this or prepare, or here, or full night, or then last night I started deleting immediately, right? stuff, right? so I was like, for real? yeah, yeah, correct.
23:00
Speaker 2
[KEEP_UNCERTAIN] Just to confirm based on your previous call, on our end, you have a static IP address configuration. Is it still true on your end? [silence] All right. For this static IP configurations, is it done on your. other device or directly to your Linksys router? [silence]
23:00
Speaker 1
He doesn't know. I don't know. unfortunately, I don't have children. [silence] Okay, it looks like it's solid white now.
24:00
Speaker 2
All right. No worries, dear. We're gonna need to double check as well. Just in case.
24:00
Speaker 1
Oh, goodness gracious. Nope, still solid white. OK. OK, it's plugged in.
25:00
Speaker 2
all right, let's wait for 1 minute, make sure that color stay the same [silence] okay. [silence] after reboot, turn on the child node. Let's wait for the child node to finish booting, wait for it to turn solid blue before we try re-adding it.
25:00
Speaker 1
[silence] and put more resolve down, that's okay, [silence] on this and this way you can lay it on its side. Okay, it's [silence] solid blue now. [silence] Okay.
27:00
Speaker 2
Now go to the parent node. Since it's still on a solid white light, do the file print again. evidently, the parent node started flashing white? {silence} K uniquely double-check if the child node also start flashing {silence} [perfect.] {silence} observe for 4 to 5 minutes until the child node finishes flashing as well {silence} Higherly, {silence} both of them are flashing, {silence} it indicates they're trying to communicate.
27:00
Speaker 1
They're both still flashing white. So as long as they're flashing white, both of them, then that means they're trying to communicate still. Okay.
30:00
Speaker 2
What's the light right now on the notes. All right, Yes, that's correct,
30:00
Speaker 1
And if one of them, if the child or either one of them turn blue, do we do that five press again? Oh, okay. Okay. Is this, um, this set of instructions, is this something you could email me so that I could write it down or put, put it in my file? The the child has gone to solid red. And parents. parents. I'm sorry?
31:00
Speaker 2
Yes, the five press only works in adding child nodes if your parent node itself is already working and configured. In other words, the parent node is solid white and your child nodes are on a solid blue light, just do the five press while the child nodes are near the parent node. So it can do this kind of sequence and automatically readd themselves on their own. Yes. Yes, it's, we can always email it to you and it's always available either on YouTube or through our support site, which is support.links.com. Keep on observing it. Keep on observing it.
31:00
Speaker 1
Okay. Can you lay it on the side? Let's see. Let's start at the top. They both appear to be solid white now. Correct. Okay.
32:00
Speaker 2
No worries there. There are also other alternatives to try in adding a child node. The five press is just the quickest way to finish it. All right, to confirm, the child node turned solid red for a little bit and now turns solid white right now. All right. Wait for one minute only. Let's wait if they both remain the same color. [silence] All right, no changes. Perfect. It indicates you've successfully added a child node for this child node at the factory, reset it. You can safely unplug it and plug it back into its original room for the second child node. You just need to repeat the process internally. Is nothing.
32:00
Speaker 1
Okay, let me do this. But now we shouldn't have to reset the parent node where we fold it and wait for those book. Okay. Okay. All right. I'm taking this one upstairs again.
34:00
Speaker 2
no, there's, there's no need, there's no need to reset the parent node any longer, only the child node, that still hasn't been added, needs to be factory reset.
34:00
Speaker 1
[silence] Okay, it's plugged back in in its original spot now. Are you there? Okay, should I plug the internet wires plug the internet wires back back into it now or? Okay. Okay.
35:00
Speaker 2
Yes, I'm still here. in terms of. you need to patiently wait until it turns to solid white first, then you can plug everything back in to how it was.
35:00
Speaker 1
It is blue, slow flashing.
36:00
Speaker 2
Now, if it turns solid white, you can wire everything back to how it was as well.
37:00
Speaker 1
Okay. Okay, so that one's done. Now I need to go to the other child. [silence] Okay, let me see. do I, okay, as of right now, it's not plugged in at all. Do I, can I just, do I have to stop and plug it in here or can I just take it downstairs first? Okay.
38:00
Speaker 2
All right. Yes, on the other child node, you just need to repeat the process on what we've done. Just factory reset the child node, place it near the parent node. And once the child node is on a solid blue light, you do the five press on the parent node. And that's about it. You can just take it downstairs and plug it there. If it turns red, [silence]
38:00
Speaker 1
Okay, this one's harder to get to. [inaudible conversation]
39:00
Speaker 2
Or flashing red, you need to factory reset it, and it must be on a solid blue for it to be added successfully again.
39:00
Speaker 1
I'm not all but I yeah okay. So I plugged it in and a solid blue. Yeah. This is the video. Now it's flashing blue. Are you there? OK. See you at the next one. This will be. Oh, yeah. What did I think? I want to put coconut milk. What are we going to find about this?
40:00
Speaker 2
Yes, flashing blue means it's rebooting.
42:00
Speaker 1
This is Lynn Parker for MIS for GUMSHOE Public Radio. They're just going to do everything to keep this out of the office.[silence] Okay, it started quick flashing red. Okay. Yep, that is. OK. And that we're doing that just because it's flashing red. OK. Once it's that, the the light goes off, is that when I should release the button?
43:00
Speaker 2
is it currently still flashing red? now factory reset your child node. hold the reset button until the light goes out. yes once again flashing red or solid red indicates that it's disconnected. yes
44:00
Speaker 1
Okay. Okay. And now it went solid blue. he's with that. I need more things to do. Just so you know, we're safe. I have two things. not much. Not much is known. Yeah. From the blue, flashing blue and now it's solid blue. Okay. [silence]
45:00
Speaker 2
What and the five press on the parent no. [silence]
47:00
Speaker 1
What do you see, sir? Uh, slow flashing blue.
48:00
Speaker 2
Good light on the telnestors in the moment.
48:00
Speaker 1
It's night check. It's yourself like somebody this sliders. Let's see what it says on the right side. I'm watching. What phone? Uh, the flashlight's right there. I'm watching this stuff like should they say off yeah okay it says yeah I can't see what it says on the other side. It is just a circle and on the outside on. Okay. How did it go for me on just the west side of. Oh, my gosh. No way, go away. I don't think that's what gonna work. I need lightning wire. It's solid blue. Okay the parent is solid white and the child is solid blue. yeah um yeah I said it came as a set so yes on the trial or the parent
49:00
Speaker 2
the current [silence] node reappeared. [silence] it went solid blue. [silence] um [silence] is the current child node also an MX6200? [silence] All right. [silence] try doing the 5 press method one more time on the parent node.
51:00
Speaker 1
You OK? Oh. Or, or pink. It is, right now, it is solid blue. Now it's flashed. Now it's slow flashing blue. Flashing. Flashing. Flashing. Oh, it's like, start blowing me out, man, oh god. It's tough flashing.
53:00
Speaker 2
All right, after you did the five press, what's happening on the child note right now? [silence] No changes on the child node, still solid blue. [silence] All right. [silence] Is the child node, is there any sense that the cell node is flashing white?
53:00
Speaker 1
the, child, looks, like, it's, back, to, just, solid, blue, now, okay, okay, okay, it's, back, to, solid, blue, [silence]
56:00
Speaker 2
I see. Try factory resetting the child node one more time. You're going to hold the reset button until the light goes out and keep on holding it until you see a solid blue light. Once you see a solid blue light, then you let go of the reset button.
56:00
Speaker 1
That's not. Mmm. What just I? That was when I started.
57:00
Speaker 2
Now, you let go of the reset button, and let's wait for it to finish rebooting. [silence]
57:00
Speaker 1
I can't see it. Just like it's flushing blue, slow flashing blue still. Solid white. Actually, now it looks like the child hasn't. Since I said that, it hasn't flashed again. Now it looks like it's solid blue.
58:00
Speaker 2
What's the light on the child node? And what's the light on the parent node as well? All right. On the parent node, you're going to do the 5 press method one more time. Press, release, wait a second. Press, release, wait a second. Five times, and we're done.
58:00
Speaker 1
Okay, [silence] [silence] they, are now both, white, flashing. okay, if, if you could just put,
59:00
Speaker 2
Perfect. Let's wait for four to five minutes until both child node stops flashing.
60:00
Speaker 1
But do you see the finger? [silence] They're both still flashing white. [silence] It's funny because the master is the child isn't it? The child's solid like the master. Okay. [silence] Now, what would cause this to act like that? Is it just sort of...
61:00
Speaker 2
Still flashing white as of the moment. Perfect. So the child node is finish adding up. All that's left for you to do is just wait for the parent node to stay on solid white and that should be it. Everything is finish. You can relocate the child node afterwards. Usually if there's some changes or anTranscribing the speech from the right channel while preserving pauses and "ums." [silence] still flashing white as of the moment. [silence] Perfect. [silence] the child node is finished adding up. All that's left for you to do is just wait for the parent node to stay on solid white and that should be it. Everything is finished. You can relocate the child node afterwards. [silence] Usually, if there's some changes or anything,
62:00
Speaker 1
Okay, can get to them. And the first in the bottom. There. I don't think so. Uh, true. Okay. Yes. Okay. Are you sure that you said that? Yes. Sorry. All right, thank you.
63:00
Speaker 2
Uh, usually if there's any changes on your internet and uh, internet provider and or a possible power outage. Those two are mainly the cause as to why your node stops working. All right. So, we are currently done. Your nodes are now finished re-configuring and they're all on a solid white light as well. Since the parent node is finishing up. Is there anything else? All right. So, once again, once the parent node is done flashing white, you can safety relocate the solid white child node back to its original spot and that should be it. All right. So, if there's nothing else, uh, once again thank you so much for calling link sis. Take care and have a great day. Bye bye for now.
63:00