V2 Rubric Detail — 86af0a20-6b69-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 23:00
Duration
17m 29s
Contact
Matthew Morehead
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall54.4% (+18.4)

V2 Grader Summary

The agent failed to resolve the issue or provide fully accurate technical guidance, particularly misstating the meaning of the solid blue LED on the MX6200. However, they demonstrated ownership, set clear next steps, and appropriately decided to consult a senior technician after limited troubleshooting. The outcome is classified as Appropriate Escalation due to valid escalation judgment despite incomplete diagnostics.

V1 Case Analysis

MX6200 solid blue LED post-outage; Wi-Fi not broadcasting. Agent misinterpreted LED state, performed incorrect reset logic, introduced unsupported power-cycling, failed to collect serial or verify warranty. Escalated to senior technician without timeline.

Troubleshooting Steps
  • Verified model (MX6200) from account
  • Attempted 5‑press reset procedure
  • Attempted press‑and‑hold reset
  • Checked power‑adapter voltage and suggested different outlet
  • Performed unsupported power‑cycling sequence (unplug 2s, plug in, wait 5s, repeat 5x)
Key Observations
  • Agent incorrectly stated solid blue LED indicates hardware fault and reset state (KB: solid blue = online and working).
  • Agent correctly instructed 5-press reset for MX6200 (per KB) but later introduced unsupported, non-standard power-cycling sequence.
  • Serial number was not collected despite discussing warranty and replacement eligibility.
  • Warranty status was not confirmed before escalating, despite agent referencing it as factor for replacement.
  • No clear escalation path, callback timeline, or next steps communicated before placing customer on hold.
Positive Highlights
  • Identified the correct product model (MX6200) from the account.
  • Correctly applied the 5-press reset method for MX6200 (per KB) at initial instruction.
  • Suggested checking power adapter voltage and trying a different outlet, which are valid troubleshooting steps.
  • Confirmed presence of a hard-wired computer to assist with diagnostics.
Agent Errors / Gaps
  • Misinterpretation of solid blue LED meaning — per KB, solid blue indicates normal operation, not hardware fault or reset state.
  • Failure to collect serial number despite discussing warranty and replacement eligibility.
  • Provided incorrect diagnostic logic by equating solid blue LED with hardware failure and reset state.
  • Introduced a non-standard, overly complex power-cycling procedure not supported by KB.
  • Did not verify warranty status before discussing replacement options.
  • No explicit escalation or callback timeline provided to customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved — router remained offline, no Wi-Fi broadcast restored, and no confirmed path to resolution was completed.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent attempted resets and power cycling, but skipped critical steps like checking WAN connection, modem status, or accessing the admin UI to verify configuration or internet status.
R3 Partially Met Correct resolution path conf 88%
Agent moved toward escalation and considered replacement, but did not confirm warranty status or attempt basic diagnostics first; however, they did not dismiss the customer and pursued a path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (solid blue LED, no Wi-Fi) and asked about power and outlet, but failed to ask about modem lights, WAN connectivity, or attempt UI access to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt to guide customer to http://192.168.1.1 or http://myrouter.info (SPNM series) to check router status, despite it being a critical diagnostic step.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'solid blue means it was reset' — on MX6200 (Cognitive Mesh), solid blue means online and healthy, not reset; also conflated 5-press with factory reset procedure.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained call flow but gave overlapping and confusing instructions (5-press, then hold reset, then power cycling sequence), reducing clarity.
C2 Met Confirmed understanding conf 93%
Agent used simple language, repeated steps clearly, and confirmed customer actions, adapting to customer’s pace and comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent owned the case, did not transfer, and committed to consulting a senior technician while keeping the customer on the line.
O2 Met Proactive follow-through conf 94%
Agent set a clear next step: 'I’ll ask my senior technician… I’ll be right back, it may take four minutes.'
O3 Not Applicable Closure confirmation conf 100%
First contact for this issue; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent recognized limits of L1 support and decided to consult a senior technician after basic steps failed — appropriate escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 92%
No formal escalation occurred during the call; agent only indicated intent to consult a senior, but no transfer or ticket creation was completed in the transcript.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent did not explicitly acknowledge frustration from power outage, but remained polite and solution-focused without becoming impatient.
X2 Partially Met Tone & rapport conf 84%
Agent maintained procedural tone and repeated instructions, which may have increased effort, but did adjust pacing and confirmed understanding at key points.
X3 Partially Met Overall experience conf 83%
Customer repeated reset attempts and power cycles, but agent was guiding through a diagnostic sequence; some repetition was necessary, though efficiency could have improved.
Call Transcript21 turns · 21 lines
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.
00:00
Speaker 1
This message has been transcribed. One moment while This is Matthew.
05:00
Speaker 2
Thank you for calling Lisa's service made how can I help you?
05:00
Speaker 1
Hey. Yeah, I'm trying to figure out, I think we had a power outage yesterday. Our router, our Linksys router, went out. And, um, I've tried unplugging it multiple times. The light is just staying blue. And it's not being found on any, it's not, you know, locatable, if you will, on any device that we have. [silence] Yeah.
06:00
Speaker 2
Hi, this is May. How can I help you Matt? [silence] It's not broadcasting. Got it. So if you did reset but the light stays solid blue that only means there's already something wrong with its hardware. What's the serial number? If it's still in warranty we can have it replaced. What's the um, oh. I was able to pull up an account here. Yeah, you're under your name and the device here recorded is MX6200. It's still and uh-huh. Solid blue means that it was a reset.
06:00
Speaker 1
restart okay fist blue solid blue no going just yes No it's
07:00
Speaker 2
and it needs to be reconfigured. Try to do this instead, Matt. Underneath your Linksys device, yeah, just press the reset button there five times, within 5 seconds. So press, release, press, release, press, release. Mhm. The reset button. Press, let go, press, let go, press, let go, within 5 seconds, five times. All right. Is it blinking white this time? Oh, did not change to any color. And it's plugged in directly to the power outlet? Okay. Try to press and hold it instead. Just keep holding it until the light on top goes off.
07:00
Speaker 1
Okay, I'm going to press and hold now. Yes. Yes. This is the one that's directly connected to the ISP. No. Okay, I'm still holding. It's still holding, still solid blue.
08:00
Speaker 2
Let go after. you only have one node, right? only one. ok. yeah, but you don't have any extender? ok. ok. Let's go now. and you cannot see a Wi-Fi name called up, right? On the Wi-Fi list, bell of setup or even your old Wi-Fi name,
08:00
Speaker 1
No, neither one of those. Neither one of those are available networks. Mm-hm. Okay, so from the device or from the wall? Okay. All right. You said unplug it. Okay, it's unplugged. See here, input a 120 volts, 50 to 60 Hz, 12 volts, 2.5 amps output. Mm-hm.
09:00
Speaker 2
Okay. Can you unplug it from the outlet and tell me what's the voltage and amperage of the power adapter?
09:00
Speaker 1
So I have it on a power strip is that matter okay okay uh, okay okay okay, okay, I just plugged it back in up here I'll [silence] leave it plugged in, okay I do I
10:00
Speaker 2
Different outlet, even though it will not be wired to the modem, it's fine. Just plug it to a different outlet. Yeah, it should be under rack power outlet. It's okay if it's away from the modem, we're just testing a different outlet. Okay, this, uh, we're just gonna leave it plug in for the meantime. Yeah, just leave it plug in. And you don't have a computer that can be hardwired, am I right?
10:00
Speaker 1
I have a Mac and my Mac is typically hardwired in. [silence] Yeah. [silence] So, [silence] the same thing I did before, right? Press it five times. [silence] Yeah. Press it five times within five seconds again?
11:00
Speaker 2
1.
11:00
Speaker 1
Okay. Sounds good. All right so it's plugged in right now. Yes. Okay. Okay.
12:00
Speaker 2
the power adapter for two seconds and we need to plug it back in. is this its power plug? so that it will not be uh that complicated for you. so once it's unplugged, it should be unplugged for two seconds, plug it back in and then we'll count five seconds. after five seconds, we will gonna unplug it again and we'll wait for two seconds before we will plug it back in five seconds again. I'll count with you so that you will not be confused. we need to do it five repeated times, okay? just let me know once you're ready. are you holding now the power plug? okay, so un-plug the power plug. one, two, plug it back in. one, two, three, four, five. un-plug. one, two, plug it back in. one, two, three, four, five. un-plug. [silence]
12:00
Speaker 1
Okay.
13:00
Speaker 2
plating. four three two. one. is it still steady blue on top? O K. all right. and since you only have one node we cannot have the replaced with the power adapter. I mean it's probably the power adapters. so prior to this issue Matt. what happened was there's only power outage and after that the node When you
13:00
Speaker 1
Yes. Uh, uh, I th I think directly from like via a phone call with you guys. Yes. Actually, I do. Yeah, I have it. Yes, 828. Yep, 2024. Hmm. Okay. All right, thank you.
14:00
Speaker 2
Stay solid blue, right? Okay, alright, I'll just ask permission to my senior technician about this case. You bought this one from where? From what store? Oh, okay, Linksys from us. Okay. So you still have the order number then? It's okay, if you don't have it anymore. Okay, good. Somewhere in 2024, you ordered it from us. Was it on that year? Okay, only one pack. Okay, I'll be right back. Just stay on the line. It may take me four minutes max. But I'll be right back, okay? Thank you.
14:00