V2 Rubric Detail — 80ba1a22-7ed0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:35
Duration
7m 35s
Contact
804-787-0069
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136706
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: unable to add child node_MX4200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall56.0% (-0.1)

V2 Grader Summary

The agent advanced the case by guiding the customer toward the correct 5-press method for MX-4200 node pairing and offering to resend prior instructions, but initial contradictory guidance (20-second reset vs. 5-press) undermined technical accuracy and communication. While ownership and next steps were strong, the lack of diagnostic questioning, unresolved outcome, and repeated customer effort due to confusion result in a Partial Resolution outcome.

V1 Case Analysis

Customer asked how to remove/reset a child node on MX-4200 mesh. Agent advised incorrect 20-second reset, mentioned 5-press pairing (a pairing method, not reset), and provided invalid support URL. Offered to email instructions. Issue not resolved on call.

Troubleshooting Steps
  • Identified device as MX-4200 Velop mesh.
  • Advised that nodes can be reset individually rather than deleted.
  • Provided reset instruction (hold reset button ~20 seconds).
  • Mentioned the 5-press pairing method as an alternative.
  • Offered to email written instructions.
Key Observations
  • Agent provided an incorrect support URL (support.linksys.com.com) at [00:00].
  • Reset time guidance (20 seconds) contradicts KB (10 seconds for MX4200) — stated at [03:00].
  • Agent conflated reset and pairing procedures, suggesting 5-press method after discussing reset, causing confusion.
  • No ticket number or case reference was provided despite customer request.
  • Agent incorrectly described 5-press as a method to 'add back' nodes without clarifying it is for pairing, not recovery.
Positive Highlights
  • Identified the correct product model (MX-4200) early in the call.
  • Correctly advised that nodes do not need to be deleted and can be reset individually.
  • Offered to email the customer step-by-step instructions.
  • Provided business hours and spelled name (Rio) for customer reference.
  • Maintained a polite and patient tone throughout.
Agent Errors / Gaps
  • Provided invalid support website URL (support.linksys.com.com).
  • Advised incorrect reset duration (20 seconds) for MX4200 — KB specifies 10 seconds.
  • Failed to distinguish between factory reset and 5-press pairing, leading to procedural confusion.
  • Did not provide requested ticket number or written guide during the call.
  • Introduced 5-press method without clarifying it is not a reset or recovery procedure.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to use 5-press method for MX-4200 child node pairing and offered to email prior instructions, advancing toward resolution but not confirming outcome.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent eventually directed correct 5-press method after initial confusion, but troubleshooting was not systematic due to contradictory early guidance.
R3 Partially Met Correct resolution path conf 90%
Agent attempted proper 5-press for MX-4200 but initially gave incorrect 20-second reset, showing partial misalignment with model-specific protocol despite correct path later.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified core issue (nodes not reconnecting) but did not ask diagnostic questions; moved to solution after confusion.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote session, admin UI, logs) were required or used; issue was procedural and resolvable via guidance.
T3 Partially Met No misinformation conf 90%
Agent initially gave incorrect reset guidance (20 seconds) but later corrected to proper 5-press method for MX-4200, which is technically accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but lost clarity early with contradictory reset instructions, briefly losing control of technical guidance.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible language and repeated key info (email, name spelling) but did not fully clarify conflicting reset advice when customer was confused.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned interaction, did not transfer, and followed through on offering to send email and provide support hours.
O2 Met Proactive follow-through conf 90%
Agent offered to send missing instructions and provided support hours, setting clear next steps.
O3 Partially Met Closure confirmation conf 75%
Agent did not reference prior case details or ticket number but acknowledged prior interaction and offered to resend materials.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was within L1 scope (node re-pairing).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and thanked customer but did not explicitly acknowledge frustration about missing prior email/ticket.
X2 Partially Met Tone & rapport conf 80%
Agent maintained courteous tone and adjusted pace slightly but did not fully resolve customer confusion around reset steps.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by offering to email prior instructions, but initial conflicting reset advice created unnecessary repetition and confusion.
Call Transcript14 turns · 14 lines
Speaker 1
Hi there. I called in and received some customer support on the 10th. The agent was supposed to send me my ticket number and a written sheet to show how to connect the child node to the parent node.
00:00
Speaker 2
Welcome to LinkSys's 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.com for more information about your product. Hi, thank you for calling LinkSys's technical support. This is Dorio. How can I assist you for today?
00:00
Speaker 1
my router shows it's blue, but is it really connected to my my router, the parent node? How do I know that? Yes. Okay. So if I've already con it was really a long call and she was very patient. So my question is how do I delete that node and start over or is that necessary? [silence]
02:00
Speaker 2
Uma Are does your device MX-4200 yeah Bluester uh means it is connected to the internet but for your uh child notes. Again that's correct. By the way you need to gather all your notes near to the parent note so that you can add them back. You don't need to delete anything. You just need to reset individually the notes. There is a reset.
02:00
Speaker 1
So, I have, I have the parent node, but now I have five nodes. And if I, how do I, do I click the five, do I reset the button? What is it five times? [silence] So I would go along my five nodes and just hold the button down 30 seconds, 20, 20 seconds each node, and then hopefully they'll connect with the parent. [silence]
03:00
Speaker 2
No. If you’re going to reset the nodes, you need to hold and press the reset button for uh 20 seconds individually. If you’re going to reset them for 20 20 seconds individually. No. That’s resetting. If you want to add them back, you need to click the parent uh the parent node.
03:00
Speaker 1
Okay, to add back, it's just, is it, I would love that. My play. Okay, it's all one word. Classplacetwo@gmail.com, I was a teacher, you should have up here. Well, well, well, okay, would you tell me what email you had? Because I did not get anything. That is correct, is it all one word? Okay.
04:00
Speaker 2
now reset button. five times. By the way, I can send you an email where in the previous technical support sent you an email. Would you like me to do that for you so you have a copy? All right, Let me check. All right. Can you try to check sure if you have it here. Can you try to check if you're able to receive my email for you? That's class place 2 @gmail.com. Yes, one word, no space.
04:00
Speaker 1
Okay. Well, that's why I should have gotten something. Could you send me that? What? I'm sorry. Okay. Just a second. A-ha. I do have it. All right. That is very good. Very good. So I will try it with the email. I. Um. So if I don't get them all together, I have one upstairs. At this time, I can't go get the the other. It's an old house. The walls are thick and my signal does not go. Although, you know, or what in a new house. That's why they're all over the place. They're in the garage, they're in upstairs.
05:00
Speaker 2
All right. Mm. All right. Mm. Yes, sir.
05:00
Speaker 1
It's just, okay. Now that I have the information, I will go from there. You've been wonderful. All right. And what are your hours there? And that's on the East Coast, I assume. Okay. And what is your name? Can you spell that for me, please? R for Romeo and, whoops, the second letter, please. I as in I, line.
06:00
Speaker 2
Thank you so much, sir. Thank you for your time calling us here. If you need further assistance, you can always call us back. You have a record in our system, okay? Uh, we are open 8 a.m. to 11 p.m. Eastern Time. Yes. Rio, sir. Rio. Uh that would be R for Romeo, E for Echo, O for Oscar. Uh, I for Echo. Yeah, I for Echo.
06:00
Speaker 1
Okay. All right, thank you so much, Rio. Appreciate your time. Okay, go ahead. Okay, sorry. I don't know why I didn't hang up. Ah. All right, thank you. [silence]
07:00
Speaker 2
You're welcome sir. Have a nice day sir Bye now You can now release the line sir alright will Greta know that I so uh
07:00