V2 Rubric Detail — 814012ce-65c8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:05
Duration
13m 42s
Contact
Arien neil
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133153
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding CN to the network

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall84.8% (+56.8)

V2 Grader Summary

The agent applied the correct 5-press reset procedure and maintained good call control, but provided materially inaccurate technical guidance: MR7350 child nodes show solid purple (not solid blue) when connected. The final LED status was unverified, and the agent incorrectly declared success. Issue was not fully resolved due to incorrect LED interpretation.

V1 Case Analysis

Customer attempted to add MR7350 as mesh node; agent incorrectly used 5-press reset method on main router; node remained solid purple/blinking red; agent falsely assumed success and ended call without verification.

Troubleshooting Steps
  • Collected model, serial, name, and email.
  • Asked about distance between nodes.
  • Instructed 5-press reset on the main router twice (incorrect method).
  • Asked customer to wait 3–5 minutes for node to turn solid blue.
Key Observations
  • Agent used an unsupported 5-press reset method for MR7350 node pairing, contradicting KB guidance (MR7350 requires Pair button or app).
  • Agent falsely declared the node connected despite customer never confirming solid blue LED ([13:00]).
  • Repeated 5-press instructions without new information or pivot ([05:00], [07:00]).
  • Agent misgendered the customer (used 'ma'am' despite male name Aaron).
  • No warranty check or case creation performed.
Positive Highlights
  • Collected model number, serial number, name, and email as required.
  • Asked about physical distance between nodes, which is relevant to mesh setup.
Agent Errors / Gaps
  • Provided wrong pairing method for MR7350: 5-press reset is not valid; correct method is Pair button or app (KB contradiction).
  • Declared resolution without verifying node status or customer confirmation.
  • Repeated the same ineffective step twice without learning or adapting.
  • Misgendered the customer multiple times.
  • Failed to verify warranty status or create a support case.
  • Did not correct or pivot after customer reported blinking red LED ([08:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The agent declared the node connected based on a solid blue light, but the customer never confirmed this — the last update was 'still solid pink' and later 'blinking red.' The final connection status was unverified.
R2 Met Diagnostic thoroughness conf 90%
Agent guided the customer through resetting the main node five times, waiting 3–5 minutes, and checking LED status — a valid diagnostic sequence for MR7350 pairing.
R3 Met Correct resolution path conf 90%
Correctly identified a node-pairing issue and applied the appropriate 5-press reset method for an MR7350 mesh system, consistent with best-effort support regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked about LED color, distance from parent node, and which button was pressed, then deduced the pairing failure — a logical diagnostic process.
T2 Met Appropriate tools / resources used conf 85%
No additional tools were required; the agent used the proper reset procedure for the device, which is appropriate for this scenario.
T3 Partially Met No misinformation conf 90%
Agent incorrectly stated that a solid blue light on the child node means successful connection — but per KB, MR7350 child nodes show solid purple when connected, not solid blue. This is a material inaccuracy.
Communication
C1 Met Clear & professional language conf 90%
Agent set clear expectations ('wait for about three to five minutes', 'I’ll set a timer') and kept the call on track.
C2 Met Confirmed understanding conf 90%
Used simple language, addressed the customer as 'ma’am', and confirmed understanding at each step.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took responsibility for resolving the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (wait, check LED, relocate), but the relocation instruction was based on an incorrect LED interpretation (solid blue vs. solid purple), making the guidance flawed.
O3 Met Closure confirmation conf 90%
Collected the customer’s name, serial number, ISP, and device model once; did not ask for the same information again.
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 80%
Agent was courteous and professional but did not explicitly acknowledge the customer’s frustration or repeated failed attempts.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, repeated instructions when needed, and kept the conversation engaging.
X3 Met Overall experience conf 90%
Avoided unnecessary repetition; the agent performed the reset steps for the customer and gave clear, concise guidance.
Call Transcript18 turns · 20 lines
Speaker 1
Hi, I just got a new refurbished router that I'm trying to add as a as a node. I have an existing Linksys router. I'm trying to.
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 at linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, please have your device's serial number and contact information ready. If it's unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hello, thank you for calling Linksys technical support. This is Charm, how can I assist you today?
00:00
Speaker 1
Yeah. Yeah, so the model is R6-3-50, and the serial number is 34N as in Nancy, 1-0M as in Mary, 24A00724. Uh, Ex-
01:00
Speaker 2
All right now, let me as you see with this concern. Before you proceed, ma'am, kindly provide the model number and the serial number of this, Linksys device that you have. Got it. Thank you so much. And also, may I know who is your internet service provider? Xfinity.
01:00
Speaker 1
So my existing, yeah, my existing router is hooked up to my modem and has no issues. It's adding this new one as a node. That's the issue. Yeah, it is MR7350. Yes. Yeah, and I did this, I did that, tried to do the pairing through the app and that didn't work. So then I tried to um do it manually with the button and that also didn't um work. The node just is not [silence]
02:00
Speaker 2
And did you hook it up already to your modem, this Linksys router that you have? All right. May I know what's the model number of your main node, the one that is connected to your modem. All right. Got it. And did you hook it up closer to the main node, ma'am? Like about three to six feet away from the main node. This new Linksys router that you have.
02:00
Speaker 1
it just has a pink, pink light on and it's just not doing, it's not doing anything. Yeah, pressing, so I tried first, just the main one, um, and then I tried doing both at the same time. Uh, the main, the main modem. The, the, the W U WPS. Yes, they do.
03:00
Speaker 2
How did you add it manually, May? If I may ask, you mentioned that you by pressing the button, what button did you press? I Ah, which button did you press is it the reset button or is it the WPS? Which one Ah, I got it. And just to confirm, ma'am, do you still have the receipt of this new lin Sis device that you have? Got it. One moment. Before we proceed I'm gonna need to provide your first and last name and also your email address.
03:00
Speaker 1
uh yeah first name Aaron E-R-I-N last name Neal N-E-I-L and my email address is Aaron and urin dot m as in Mary dot Neal a-neil at gmail.com a yeah 8-47 6-48/17-32 um yeah it's about three feet
04:00
Speaker 2
address for me to create a callback. Okay, and also can you provide your phone number, BAM. what are the colors of the red set Mhmm. Got it. Thank you so much. Okay, let me create a quick rough view here and how far is it from the main node again? Is it three to six feet away from the main node. And you said one of the node Uh which used to be a parent node is not active anymore. Got it.
04:00
Speaker 1
Okay. Okay, now it's blinking blue. Uh, no, it's just solid pink.
05:00
Speaker 2
all right so the next step you need to do ma'am is kindly press the reset button on the main node. The one that is connected to your modem. Five times, like press release, press release for five times. Not too fast and not too slow. All right. They're going to. Go. Don't do that. Okay. The keep pushing. Um, once you see the solid blue. All right, so now it's blinking blue. How about the new node that you want to add? Is it blinking? before the off-white is in solid blue. Let go of the reset button. Same. Okay, let's give it a minute.
05:00
Speaker 1
Yep, yeah. Yeah, it's still fast. Reset, right. The reset or the error, right. The WPS will release it. Okay. All right, now it is white. Like, uh, um, white, I guess it's blinking white or light pink or something. Uh, still solid pink.[silence.[
07:00
Speaker 2
Right. The silicone, ma'am, is it to say solid pink, the one that you want to connect to use? All right, it's solid pink. Right, can you please press again, ma'am, the reset button five times on the main node. Like press, release, press, release. One last time for five times. Very quickly. All right. All right. I see you got it, and how about the child node?
07:00
Speaker 1
And now the Now oh wait those trails just started blinking pink. Okay, now it's Now it's blinking red. Should I still just wait? Okay.
08:00
Speaker 2
All right. all right, the main node. okay. I see. all right. so let's wait for about three to five minutes, ma'am. until this child node is then communicating with the main node. and the light indicator of this new child node should change to solid blue. and if it's solid blue, it means that it was successfully connected or I mean it is successfully connected. yes, we need to wait for three to five minutes. I'll set a timer here. Hello ma'am, can you tell me now, what's the light status? Is it still blinking red? All right, let's wait for a minute just to confirm. it will stay solid blue. If it will stay solid blue after a minute, then you may relocate this child node because it means that it's already connected to your main node. Ah can I. all right so is this the sidetablemen all right so we
08:00
Speaker 1
Okay. Uh, no. I'll do it. Oh, that was good. All right. Thanks. Yeah. Bye.
13:00
Speaker 2
[silence] Yes, since it's still solid blue, it means it's already connected and you may relocate this child node them whichever area you want to relocate it and you're good to go. Is there anything else that this this use other than this? Okay. So once you plug it into the other location man, just wait for about three to four minutes until that device is done starting up, then the light will change to solid blue. All right? All right. Thank you so much and have a good one.
13:00