V2 Rubric Detail — 82535644-5f60-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 15:25
Duration
19m 10s
Contact
Eddy St. Louis
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132035
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected
⚠ 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.1% (+25.1)

V2 Grader Summary

The agent correctly applied the 5-press method for MX6200 node addition and maintained ownership, but provided materially inaccurate LED guidance (claiming solid purple and solid green are valid states) and failed to confirm stable operation. While troubleshooting was attempted, technical inaccuracies prevent full resolution, resulting in a partial outcome.

V1 Case Analysis

Customer unable to add A03 child node to MX6200 mesh. Agent incorrectly used 5-press method and misinterpreted LED states. Node ended on solid orange; no connectivity confirmed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number (initially garbled, corrected to 58W10M28D03025).
  • Confirmed parent model as MX6200 and child as A03.
  • Guided customer through factory reset of child node.
  • Instructed use of 5-press method on parent MX6200 (unsupported per KB).
  • Monitored LED states: red → blinking pink → green → orange.
Key Observations
  • Agent used 5-press method on MX6200, which is not supported—only applicable to LN1100, MX6200 Cognitive Mesh variant, and MBE7000 per KB.
  • Agent incorrectly stated that solid pink/purple is a valid pre-pairing state for A03 node—per KB, A03 shows solid red when unpaired.
  • Agent claimed green LED means successful pairing—MX6200/A03 do not use green as a valid state; solid white indicates success.
  • Node ended on solid orange, indicating IP/DHCP failure, but agent declared success at green.
  • No verification of internet/WAN connectivity or DNS resolution before or after pairing.
  • Serial number was initially garbled and not corrected or validated during the call.
Positive Highlights
  • Agent created a valid HappyFox ticket (LTZ00132035) and provided it to the customer [18:00].
  • Agent attempted to guide the customer through a structured reset process initially [07:00].
  • Agent remained polite and professional despite audio issues and customer confusion.
Agent Errors / Gaps
  • Used unsupported 5-press pairing method on MX6200 (supported only on LN1100, MX6200 Cognitive Mesh variant, MBE7000—not standard MX series) [10:00, 12:00].
  • Incorrectly stated that solid pink/purple is a valid pre-pairing state for A03 node [08:00, 11:00]—per KB, A03 shows solid red when unpaired.
  • Claimed green LED means successful pairing [16:00]—MX6200 and A03 do not use green as a valid state; solid white is success.
  • Declared resolution when child node turned green then orange [16:00–17:00]—orange indicates IP/DHCP failure, not success.
  • Failed to verify internet/WAN connectivity before troubleshooting [15:00].
  • Mis-recorded serial number and did not correct it during the call [02:00].
  • Did not confirm final Wi-Fi connectivity or device access after 'successful' pairing.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent claims the node is successfully configured when it turns solid green, but never verifies internet connectivity or stable Wi-Fi operation; final node state (solid orange) indicates a warning condition, not full resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides through reset and 5-press method, but repeats steps unnecessarily and fails to verify expected LED behavior correctly, indicating disorganized troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly identifies the MX6200 system and uses the 5-press method as documented for this model family, aligning with supported resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies the symptom (solid red light) and initiates reset, but does not ask about internet status on parent node or check for interference, skipping key diagnostic steps.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote access, logs) were available or required; agent relies on verbal instructions and LED observation, which are appropriate for this node-add scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly states that an MX6200 child node should show solid purple/pink when ready (it should be solid blue); later claims solid green means success (MX6200 shows solid white when online) — both are materially wrong per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains procedural flow but loses control during audio dropouts and customer jokes; multiple silences and unclear transitions (e.g., 'blanking') disrupt call pacing.
C2 Partially Met Confirmed understanding conf 80%
Agent uses terms like 'solid pink' and 'solid green' without clarifying they are not standard for MX6200, potentially confusing the customer; minimal comprehension checks beyond yes/no.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all steps without transfer, and follows through on pairing attempt.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps: perform 5-press, wait for solid white, then relocate; also gives ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
First-time contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was within L1 scope; no valid trigger for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent uses polite tone and customer’s name, but does not acknowledge frustration from repeated node failures or express empathy for the inconvenience.
X2 Partially Met Tone & rapport conf 75%
Agent maintains a technical, procedural tone but does not adjust when customer makes a joke or shows confusion about LED colors; misses opportunity to build rapport.
X3 Partially Met Overall experience conf 80%
Agent asks customer to repeat serial number due to audio issues and repeats instructions multiple times, increasing effort, though avoids unnecessary holds or steps.
Call Transcript34 turns · 37 lines
Speaker 1
Welcome to. [silence] Yes hi. I'm trying to add a node. Um it was already in the system but it got it take I took I I it wasn't working so I took I tried to reset it. It didn't work. I don't know what
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.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 unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Ice. How can I help you? See I'm sorry to hear about sir may I have the serial number of your notes? Yes [silence] I'm sorry sir can you uh speak closer to a mic. [silence] Your voice fades out. [silence] Hello sir. [silence] Your voice uh fades out uh every time [silence]
00:00
Speaker 1
Oh, my God. Okay, let me try to take the speaker off. Can you hear me better now? Hello? I see that is that's coming off you, that thing is your it's but anyway, let me try. Again, five, eight, W, one, zero, M as in Mary, two, A as in apple, D as in David, zero, three, zero, two, five, oh, two, five, zero, three, zero, two, five.
02:00
Speaker 2
Yeah. Yeah. So let me verify again, the serial number is five eight, W10M28D, zero three zero, Five.
02:00
Speaker 1
Yeah. Uh, no. [silence]
03:00
Speaker 2
03025. All right. How many links have you got so? Uh, so it's uh the child now does uh all right. Uh, so your uh links product is model MX 6200. Uh, are they all MX 6200? All your four nodes. Uh, so it's uh it's a very good idea to have a MX 6200. Uh,
03:00
Speaker 1
alright uh it's a zero three V as in Victor to Yeah. Yeah. Yes. Silence Silence Silence Silence
04:00
Speaker 2
so one M 6200. And the three are what model. All three of them are A03 model. So. So one M 6200. And three A03 model. I assume the parent node is the M 6200. Okay. So. The child node that's are disconnected now the.
04:00
Speaker 1
It's, it's showing red. Red or, I guess, pink or, uh, hot pink or red, whatever that color is. Solid. Solid red. Yeah. yeah, Yep. No, not, not the first time ever, no.
05:00
Speaker 2
since you have reset it uh is showing what color uh is it uh a solid or a blinking red solid all right so let's let's just add that node since uh all your other node are working fine your parent note is also connected and online so we'll just add that node um before we proceed uh let me create first a record for you uh i think you have called us before uh this is not your first time calling linksys right [silence]
05:00
Speaker 1
It's the first time calling you about this. Yep. Last name. St. Louis S-T period L-O-U-I-S. it's yeah e St. Louis @ me.com it is right there what's that? it's it's there that's where it's spelled yes it's right next to it.
06:00
Speaker 2
Yeah. So let me verify so your name is Eddie. St. Louis. All right. And your address is St. Louis@me.com. Mhm. Mhm. So can you bring your that child note near your parent note? Hello? Uh did you bring already? Okay. All right. Um let's try to do a reset first.
06:00
Speaker 1
Okay. Okay. just released it. Okay. just released it. [silence]
07:00
Speaker 2
As soon as it lights it's off, you can release the reset button. When you setup your child notes, it should flash in bright red and it will also beep.
07:00
Speaker 1
nothing [silence] Right. And that is flashing blue. I did that. [silence] Yeah, I did that right. Yeah. Okay. [silence] Okay.
08:00
Speaker 2
And it goes bright red again until it slides is off. So, once its slide is off, you can release holding the reset button and just wait for its light to turn back on. Okay, that's good. Uh, so once, uh, the light is back on, it will start to blink first. And then let's just wait for its light to stabilize. Uh, because we need a steady light from your child node. And since your child node is an, uh, A03 model, uh, we need a solid purple or a solid pink light.
08:00
Speaker 1
solid pink or red now yeah mm-hmm bob default Wi-Fi name yeah it's um it's um the lap setup 397 [silence]
09:00
Speaker 2
Hi, settings and then check on the list of available Wi-Fi network. See if the Wi-Fi name of your child node is listed under available Wi-Fi network. Okay, that's good. Since the Wi-Fi name of your child node is broadcast on your list of available Wi-Fi network, it means we have properly reset your child node. Now, what we're going to do is to add your child node using the five press method, since it's the quickest way to add your child node. So, here's what you're, we're going to add your child node using the five press method. So, here's the instructions. Eddie. Uh, the first thing you're going to
10:00
Speaker 1
uh-un. Okay. I'm about to do that now. One, two, three, four, five. uh, it is, it is solid now. It's it's just solid. My, no, it's pink. Solid pink.
11:00
Speaker 2
to do is to go to your parent node. And then locate the reset button on your parent node and press it five times within five seconds. Yes. All right. Release. And then your parent node should start blinking. it slides. Okay, so it's back to solid white. Can you check on your child note if it starts blinking? Let's give it some time.
11:00
Speaker 1
yep. okay. okay. let me do it. [sliding] one. two. three. four. five. [sliding] uh. I'll let you know when it's solid.
12:00
Speaker 2
Is it still solid pink? Okay, let's try to do the 5-press method again on your parent node. Press the reset button on your parent node five times. After five, you release holding the reset button and then check the light on your child node. Hello. Eddie. Oh.
12:00
Speaker 1
Yeah, it's blanking and so is the child node. It's blanking pink now. [silence] What was that? Okay, well, so the parent node is also blanking.
13:00
Speaker 2
did the parent node light blink? alright uh... did the parent node light blink? alright so ok that's good it means it's responding to your parent node so we'll just have to wait for it's light to turn uh... solid blue or green depending on the light behavior of your child node lets wait for your child node to have a steady or a solid light [silence]
13:00
Speaker 1
Okay. Okay. Is one calling each other Daddy? Is the child not calling the parent Daddy? What? I was making a joke. I was making a joke. Don't worry about it. It's not funny if I have to repeat it.
14:00
Speaker 2
okay uh that's fine uh it's communicating with your child node once it's dan uh once it's dan it will turn back to solid white pardon um your voice fades out again your voice fades out again okay that's right [silence]
14:00
Speaker 1
No, they're still blinking. Both of them. Yes. Okay. It's spectrum.
15:00
Speaker 2
Did the parent node turns to, uh, solid white? Uh, what about the child node? Is it still blinking? Okay. That may take a while. By the way, uh, Eddie, uh, your internet service provider, is it a Spectrum or a Verizon? [silence] Spectrum.
15:00
Speaker 1
[silence] Now, now, the [inaudible] is greenish, while the parent is still blinking white. Uh green. Solid green. Solid green, there. [silence] Okay. [silence]
16:00
Speaker 2
Hi, Jonathan. The screen, but not actually. What's the color of the child node, the light color? It's not blue. OK. That's good. OK. That's good. It means it's OK. That's good. It means your child node is successfully configured. It's already added to your parent node as a child node. So let's just wait for your parent node to go back to solid white.
16:00
Speaker 1
Okay. Where? The child node. Okay. Now the child node just went yellow. Or orange. Solid orange. Okay. What? Parent Node. Okay. It's back. It's back to green and it's back to green and the parent node is back to solid. [silence]
17:00
Speaker 2
once your parent node is back to solid white, you can now relocate your child node back to where you placed it before. Okay, uh, that's normal. Uh, let- let's wait for it to turn back to its solid green light. Because that's normal because sometimes when there's a network interference or interruptions on your internet connection, especially when your internet connection is unstable, so it's light will change, but don't worry because your child node is already added or configured as a child node. Okay, yeah. Okay, that's good. So you can [silence]
17:00
Speaker 1
Okay. Okay. Okay. All right. Okay. Yep. Thank you so much. Uh, okay. Okay. Okay. Yes. Mm-hmm. Right. Uh, okay. Thank you. Yes, I did. Thank you. Yeah.
18:00
Speaker 2
You cannot relocate your child.node to where you place it before, so since we have already added your child.node and configure it, so there is no other concern. Everything is good now. You're welcome. Thank you. also for calling Lenksys. Eddie, before we end the call, I'll provide you your ticket number so that if you still have other issues with your Lenksys products, you can call us again and use this ticket number as reference. So your ticket number is L for Lima, T for Tango, Z for Sierra, 00132035. You got it? You're welcome. Thank you for calling Lenksys. [silence] again, Eddie. and once again, this is sides. and take care. have a great day. goodbye.
18:00