V2 Rubric Detail — 814a85f6-60ff-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 16:56
Duration
31m 47s
Contact
Sarah Kessel
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00132438
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Cant add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (+24.0)

V2 Grader Summary

The agent conducted thorough troubleshooting and achieved partial progress — the child node reached solid blue and parent stabilized — but failed to confirm full integration or resolve the admin login issue. A critical technical error occurred when the agent incorrectly referenced a 'pair button' on the MX6200, which does not exist; per KB, only the 5-press method is valid. The call was placed on hold without a clear resolution path, leaving the issue unresolved.

V1 Case Analysis

Customer unable to add new MX6200 node (solid blue) and cannot access router admin page (error 2298). Attempted 5-press pairing, direct UI URL, and log submission. No resolution achieved. Call ended without follow-up.

Troubleshooting Steps
  • Verified node LED status (solid blue).
  • Guided through pair-button press and 5-press reset on parent router.
  • Provided direct admin UI URL to bypass blank page.
  • Requested logs via the router diagnostics page.
  • Suggested Ethernet backhaul test with incorrect port guidance.
Key Observations
  • Agent incorrectly instructed customer to use 'semicolon' in URL at [17:00], causing failed login attempts.
  • Ethernet backhaul guidance was flawed—agent told customer to connect child node's internet port to parent's LAN port, which is incorrect per KB for wired backhaul setup.
  • Call ended on hold at [29:00] with no operational closure, escalation, or callback scheduled, leaving customer stranded.
Positive Highlights
  • Correctly identified MX6200 model and applied appropriate 5-press pairing method for Intelligent Mesh family.
  • Requested diagnostic logs from the app, which is a valid step for deeper analysis.
Agent Errors / Gaps
  • Provided incorrect URL syntax by instructing use of 'semicolon' instead of colon in HTTP:// at [17:00], leading to failed login attempts.
  • Gave inaccurate Ethernet backhaul instructions: told customer to plug child node’s internet port into parent’s LAN port, which contradicts KB guidance for Velop wired backhaul.
  • Failed to verify warranty status, collect serial number, or document a case despite troubleshooting a potential hardware fault.
  • Did not confirm whether admin password or recovery key was correct before guiding through reset process.
  • Ended call on hold without setting escalation path, callback, or sending follow-up information.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent got the child node to solid blue and parent to solid white, but did not confirm full integration in the network map or resolve the admin login issue; call was placed on hold without resolution confirmation.
R2 Met Diagnostic thoroughness conf 95%
Agent performed multiple relevant troubleshooting steps: checked LED status, tested browser access, attempted password reset, requested logs, tested Ethernet backhaul, and executed 5-press pairing — all logically sequenced and appropriate.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting for a non-warranty setup issue without dismissing the customer; no indication of premature escalation or refusal to help based on product age.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (node not syncing, login failure) and asked about LED and distance, but did not ask about firmware version, WAN status, or prior successful node additions that could have clarified root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used customer tools: guided to send logs, switch browsers, use Ethernet cable, and perform 5-press — all valid for diagnosing pairing and access issues.
T3 Not Met No misinformation conf 95%
Agent incorrectly referred to a 'pair button' on MX6200, which lacks one; per KB, MX6200 uses 5-press only — this is a material technical error affecting protocol accuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had long silences, failed to set clear expectations at start, and placed on hold without summarizing next steps or estimated return time.
C2 Partially Met Confirmed understanding conf 75%
Agent used some plain language but introduced complex paths (manual URL entry) without confirming understanding; customer expressed confusion multiple times.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and continued troubleshooting despite complexity; took responsibility for reviewing logs and next steps.
O2 Partially Met Proactive follow-through conf 70%
Agent stated a 2–3 minute hold but gave no follow-up plan or contingency if logs didn’t resolve issue; customer left without clear next action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be first contact for this specific issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted at the time of hold; agent was actively working the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent showed basic courtesy and apologized, but tone remained procedural; no specific acknowledgment of customer’s frustration or repeated efforts.
X2 Partially Met Tone & rapport conf 70%
Agent adjusted by suggesting Edge browser and Ethernet, but did not slow pace or simplify when customer struggled with URL entry and app navigation.
X3 Partially Met Overall experience conf 75%
Customer repeated steps (logs, browser changes, pairing attempts); agent could have reduced effort by guiding to factory reset child node earlier or using app-based add node.
Call Transcript55 turns · 56 lines
Speaker 1
This is Lenks' technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linkses specialist. Hello? Can you hear me properly now? Okay. Alright, thank thank you so much for that. By the way, this is Clark from Linksys. Um, how can I help you?
00:00
Speaker 2
Hi. This is, oh my gosh, it's like 100% better, way better. I have a Linksys system here, so essentially, I bought uh one, two, three nodes, and then that was a year ago, got it all set up. So I have one node that's connected to the router, and then the other two um are, you know, set throughout the house. And I wanted to extend it, so I bought another same model node, and I've been trying to set up the um child, the the the extra node as a child, and it's not syncing. And I've gone through.
00:00
Speaker 1
Mm-hmm. Mm-hmm. Yeah, sure. definitely. Mm-hmm. Go ahead. Mm-hmm. Uh-huh. Yeah, sure. I can definitely assist you regarding on that one. Um, in order for me to better assist you, I need to gather some information first, in order for me to create a
01:00
Speaker 2
ai assisted way. and you know press the reset button, press the place button, do it on the browser and it just seems like the child note or the new one is not getting found. And I don't know what to do and I kind of feel like I have a dud of a node. So I was wondering if you can help me. And then secondarily, I'm not able to, um, I'm not able to log on to the browser version when you type in the address in the browser, 192.168.1.1. I keep running into a problem there and can't even get in that way. And I know I did this a year ago. So, how can I get this clear? Sure. Sarah, S-A-R-A-H Castel, K-E-S-S-S-E-L, correct. It is SLKESSE.F. [inaudible] atgmail.com. [inaudible]
01:00
Speaker 1
of that. [silence] All right. [silence] And what is the model number for this one? All right. [silence] MX6200. All right. [silence] And lastly, I may know who is your internet service provider. All right. Thank you so much for that. [silence] So, um, yeah, we can now go ahead and proceed with doing some, uh, troublesuting right now. [silence] So you mentioned that you tried to do some, um, some troublesoting in order for you to add this node and it didn't work, right? So, definitely we need to do some, um, some troubleshooting in order to proceed ahead.
03:00
Speaker 2
Yes, 58 W 10, M28, D08384 mx6200 uh Spectrum [silence] is [silence] there currently like a special [silence] uh going on or? You have a good Rewards offer um you have to um sign into the Account to see it. Mhm. Um, then [silence] you should probably Sign up from Wi-Fi first.
03:00
Speaker 1
May I ask, again, Sarah, how many nodes do you purchase to be added?
04:00
Speaker 2
Well, technically I purchased at this point um one, so one two three four five. In my history of this platform I've purchased five. One of the originals I purchased turned red and I could never get it to get off of red, so I figured it was a dud. So then I bought another one to replace it. And I got that one successfully added, and then I wanted to expand to add another one and this latest arrival node is not syncing. So I've done an additional syncing of a node successfully, but the second syncing of another node is not working. I purchased five.
04:00
Speaker 1
[silence] Just thine. Okay. [silence] And the other load is a working, right? [silence] Okay. [silence] Can I tell me, what is the light on top of these a new node right now? [silence] Ball blue. Okay. Um, thank you so much. so how long did you press the the pair button earlier? [silence] Yes, that's right. [silence] Okay. [silence]
05:00
Speaker 2
One. Correct. Correct. Uh-huh. Correct. And I can see them on the app on my phone. Uh-huh. Solid blue. Uh-huh. Um, the pair button you're pushing is essentially on the parent Node, correct? Um, well, I've done it many different ways, just one quick press, and then I've done hold it down and then I've done the reset button, you know, five times.
05:00
Speaker 1
And still the same. The note won't connect to the network, right? It it won't respond at all. Okay. All right, got it. Thank you so much for that. So what we need to do right now. and let's try to check some some information right now on your um using your phone. So um using your phone, um Sarah, can you please go to your settings and go to your Wi-Fi? Do you see a network name respond to the child to the child node? Do you see links?
06:00
Speaker 2
correct the parent node looking for it with a flashing white, then yellow, then back to white. And the child node, which is like a foot and a half away is just seeing solid blue the whole time. Okay, I'm going to put you on speaker. Hang on. Okay, so, Wi-Fi yes. [silence]
06:00
Speaker 1
um, 08348F. Uh, go to your Wi-Fi. Oh, yes, go to your phone settings and go to your Wi-Fi. Okay. Do you see a network name links up 0838F? Okay, 74F. Yep, that's right. It means it's showing. Okay. No, that's not the parent. Um, that's the default Wi-Fi name of the new child load.
07:00
Speaker 2
Sorry, I didn't understand you and I'm on my phone settings page. Is that what you want? I'm there and I'm set on the Wi-Fi to the router. Yes. Just a second. It's looking for other network. I see V54M74EM. Yeah, and that's the new, um, that's the new one. So it's trying to be the parent.
07:00
Speaker 1
that you need to add. So if it means showing. Okay. Um, how about this one? Can we try to unplug the chimel, node? Um, for probably, about a minute and after a minute plug it back in. Uh-huh. And by the way, um, Farrah, how far is the childe node to the para node? Okay. Um, is Okay, is it possible for us to probably move a little further the chimel, node around 3 to 5 feet? Okay. Thank you so much.
08:00
Speaker 2
Yeah. Yeah. Yeah. Okay, I'm plugging the child node right now. Yeah. About a foot and a half. I've got my computer sitting in between. All right, one second. Okay, I have moved it about four feet away.
08:00
Speaker 1
All right. So, just wait for a moment and you can now plug in back the child node. All right. So, we'll wait until it turned back to, like, a solid blue light, okay? So, right now, you mentioned that your computer is next, screen out there, parent node, right? And, um, can we try to, I believe it's already connected to your Wi-Fi. Um, can we open a browser on your computer? Okay. All right. So, on the address bar, how about this one? Can you try to type in my router.local?
09:00
Speaker 2
still unplugged. um, okay, plugging in child node. correct. yes, I got multiple browsers open. the
09:00
Speaker 1
Yes, L-O-C-A-L. Yes, please. Can you tell me what you're seeing right now? Can you tell me what is that? Uh-huh. Uh, on the entire screen or page. Okay. All right. Can you enter your router password on the screen?
10:00
Speaker 2
local. Okay, then hit enter. I see the same screen I saw before, Uh, access develop. Do you want me to know the address bar or what I see on the screen? It says, sign in log in with your router password and then on the right side of the box, that says and uh, access develop router password. Sure.
10:00
Speaker 1
Okay, and you applied this one earlier, right? And doing the same thing? Is that correct? Okay, how about this one, Sandra? Can we try to click the reset password? Okay, and doing the same thing? Uh-huh. Uh-huh. Just R just reenter the password that you have before.
11:00
Speaker 2
Uh, it's returning the same page. So, it did a little um swirly thing, and then it comes back to this page. Yes. Correct. Yes. Yep, I tried this before. I'll do it again. I'm just going to type in the recovery. Once the screen comes up, I type in the key on the bottom, one eight. Submit. And now it's asking for a new password. [silence]
11:00
Speaker 1
Okay. give me a moment okay. [silence] so you got this error right. okay. all right.
12:00
Speaker 2
Oh. Now I'm getting unexpected error 2298. No, I was getting this when I was trying to reset the password on the other tries, same error message.
12:00
Speaker 1
okay, How about the child mode, still solid blue? okay, okay, It may backfired, okay.
14:00
Speaker 2
wow yeah And then they become compatible and they can reproduce forty feet away, four feet plus solid white on the parent, solid blue on the child. Child's solid.
14:00
Speaker 1
Okay, got it. Um, all right, let me just try to check on this one, okay? Um, can you can you try to um, access again the uh, using my router.local? Uh huh. Yep, that's right. to your login screen. Is that right?
15:00
Speaker 2
Is it possible it's a bug? Right. I'm typing in the password for the router. Is that right? Waiting. Oh. It just brings me back to the same screen. Correct. The same login screen.
15:00
Speaker 1
Alright, I see. Can you tell me what is the what is the address link on the address bar? uh huh. Okay. Um, how about this one can we delete that information? Okay. And then type in these information. Okay. So... Can you... yeah. Yeah, that's fine. Oh, we can we can try the other browser if you have one. Do you have edge browser? [silence]
16:00
Speaker 2
router password uh it says my router dot info backslash ui backslash one dot zero dot one dot two four three five backslash dynamic fan flash login dot H T M L hashtag M uh huh oh I have a here. wait hang on a second. I'm in Um, I'm in a Google browser. is that okay that's a Google browser? okay
16:00
Speaker 1
Okay. Yeah, let's try edge please. Uhm, can you type in http:// and then colon colon, then two forward slash, uhm, yeah, semicolon. Forward slash, Twitter forward slash. Okay. Uh, just give me a just give me a sec.
17:00
Speaker 2
I do. Do you want me to try edge? Okay. What do you want me to type in? H T T P. Okay. semicolon? Forward flash. Okay. One of those two. Okay. I have H T P semicolon forward flash forward flash.
17:00
Speaker 1
So instead of, just give me a sec. OK. Instead of semi colon, can we change it to one colon? The two dots? Mm-hmm. Oh. It should. I'm sorry. I confused you. So HTTP and then the colon that has the two dots, not the semi one. OK. All right. And then two forward slash. And then 192. And then 192.168.1.1.
18:00
Speaker 2
So, HTTP colon colon semicolon and then one forward slash. Yes. Correct. Two dots. Yep. I have two forward slashes. One, nine, two. One, six.
18:00
Speaker 1
forward slash, uh-huh. dot, one, one. And then forward slash, and then U I. So you for uniform, I for India. And then another forward slash, and then local, so L O C A L. Another forward slash, dynamic, so D Y N A M I C. Another forward slash, the word index, I N D E X.
19:00
Speaker 2
okay, so I have 192. 168. then what? okay. 1.1. okay. uh-huh okay, okay, okay
19:00
Speaker 1
Yes, I. for India, for Nancy, uh-huh, index, yep. Dot HTML. Yep, M for Mary. Okay? Yes, please. Yep, that's right. That's right. Okay. Can we try to enter your router password?
20:00
Speaker 2
type in n-n-n-n-n-n-n-n-n- n- it's nancy steppedm HTML k. Your connection isn't private. So I go to advanced. Right and then continue. I've done that for a work a few times. All right, we're back to the sign in page. Okay.
20:00
Speaker 1
doing the same thing? I'm sorry, I'm sorry for that. it will go back to the login screen, right? all right got it thank you so much for that um all right, how about this one? you also use the linked app but it won't work, right?
21:00
Speaker 2
Yeah, I'm just there to hit send right now. I have a long password, complicated. Oh, now we're, we're back at the same login page. Yeah, I'm back at the login screen. [silence] I always think that the parent, excuse me, the, the new node is trying to set up a new network. And so the AI said you don't want to
21:00
Speaker 1
Alright, um, how about this one? Can you try to open the Linksys app? Um, Sarah? Uh-huh. Just let me know if you're already on the main dashboard, okay? Um-hm. But which network are you connected? Are you connected to the Linksys setup or to your own Wi-Fi? Mm-hm. Okay. Uh-huh.
22:00
Speaker 2
do that so turn off your Bluetooth so it doesn't see it anymore so now my app is I'm opening the links app Oh so it's trying to find the internet trying to find the devices so far this is good it doesn't go to that terms and condition slide that was before Okay looking for devices my Wi-Fi now it's giving me the big worly swirly thing now it's going back to the dashboard page it's got a checkbox for internet it says my internet is not available setting up you've got a check box it says link has encountered a network error your Wi-Fi connection is unstable and connection after really makes sure my Wi-Fi connection is off trying stabilize first restart your modem router stabilized after you connect the TV box to your TV use an HDMI cable box whenever possible for transmission packing not authorized and sensing your security information current video call that's on the first first you have to connect to any TV box and then submit I blur out the IP address so your IP is good your Mac address your SSD wireless the TV box, connect to local network now it's giving us the IMEI number which is basically supposed to be encrypted you go to the next straight and gets a barcode with all the info it says allow community wave a button for voice and an arrow on the screen if the speaker TV box does not require voice Microsoft community wave button bar button will sound add to favorite and let us pick something from the list a device is now available the internet it says internet for you let's pick it **silence** how are you doing
22:00
Speaker 1
OK. OK. So we need to make sure that we should have five. Right? So can you please tap the three lines on the upper left corner? Oh. OK. Sure. Sure.
23:00
Speaker 2
Oh, and it says design devices and four nodes. So hang on a second. Maybe it's connected. Hang on a second. Four notes. I, hang on a second. I'm, just a second. Um, there's one, two, so I have three that are set up with white and the node said four this time. But okay. So one, two, three, four. So it looks like I have how do I check the blue one. The new one. How do I check what it is? Like, it looks like I have four.
23:00
Speaker 1
It shows Ford in the interface? Okay. Um, how about this one? That's right. But you have a total of five, right? Oh, okay. I see. So it's not no longer working or something like that? But is it unplugged? Oh, okay. Okay. How about this one? Can you try to can you try to do this? Okay. Can you tap the three lines on the upper left corner.
24:00
Speaker 2
yeah. What am I missing? So, there's one, there's one, this, one new, one, it's got a blue dot on top. hang on a, second I'm just confused. But the one that doesn't work that stayed red, I unplugged it and put it in the basement for recycling. But basically, I have four that turn on. It stayed red, so I assumed that it was broken. Uh, yeah, it's in the basement unplugged. So, I don't understand.
24:00
Speaker 1
And go to network administration and then go to diagnostic and then can you send logs please and then do it twice yes. yes yes. So logs will be sent over to our system. I'm going to check that plan also on the logs okay. if the other node is showing or not. probably it's just a glitch because solid blue means it's still on a on a set up mode. it's still not added. Okay. So let me check that [silence]
25:00
Speaker 2
All right, three lines. Network administration. Okay. Diagnostics. Okay. Um, send logs twice. Network logs. Then we've got this coming to you. Okay. Okay. So, then I'm just heading it twice. So, now you've got it sent twice.
25:00
Speaker 1
ott. Okay. Um, I'll wait for the logs, okay? Give me a moment. Um, so, here's the thing right now. That's fine. You, you no need to worry at all. So, um, how about this one? Um, Sarah, do you have like a spare Ethernet cable that we can try to use? Okay. Possible. Go ahead. Um, yes, can you plug the other end on the parent and, on the, um, down to the child node and, kinda connect it to the internet port of the child?
26:00
Speaker 2
I'm sorry. I'm not a tech savvy person. I have an Ethernet cable. That was another option I tried that was unsuccessful. So now I do I want me to plug it in? child. So on the child, do you want me to connect the Ethernet cable to the internet port or to the one above internet?
26:00
Speaker 1
Internet, yes, but on the parent, it should be the ethernet, okay? Uh-huh. So, on the parent, uh-huh, uh, go ahead. yes yes that should be it that should be it all right and then let's try to let's try to try to do these uh let's try to do the five press method on the parent so press the reset button of the parent five times consecutively not too fast, not too slow.
27:00
Speaker 2
Okay. So I'm confused. So my spectrum box, yes. On the parent, I have my spectrum box plugged into the internet and then I have another Ethernet cable coming out of the plug above it and then it's going into the child node into the internet port on the child node. Okay. Okay. Now what? On the from the
27:00
Speaker 1
On the parent. Uh-huh. Okay. Then let's try to Mm-hmm. Let's try then to check and wait for the child node. Okay. Which one? Okay. The child node still solid, right? Okay. Okay. Okay. All right. Uh by the way, um Sarah, based on the logs that you sent, um I can see here that only two nodes are being added. So probably it's just a glitch on the app itself. Yeah. Yeah. Yeah. Yeah. Sure. Definitely I can do that. So.
28:00
Speaker 2
Okay, I did. Okay, now we got a flashing red. Now it went to solid white on the parents. It was flashing red, now it's solid white. Oh, now it's gone done. Now it's gone yellow, flashing yellow. parent. Solid, solid blue on the peer-er child. Solid blue on the child and then parent is solid white. Can you help me correct the situation?
28:00
Speaker 1
Um just just give me a moment. Okay. Um All right just give me like a moment Sara just stay on the line. I'll be putting this call on hold for about like probably two to three minutes. Okay. Okay. I'll be right back. Thank you so much.
29:00