V2 Rubric Detail — 8701f206-7ee4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:59
Duration
10m 53s
Contact
509-307-4114
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00038605
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.50/5
Escalation0.00/5
Customer Exp3.57/5
Overall22.9% (-33.1)

V2 Grader Summary

The agent gave incorrect troubleshooting for an MX6200 node (20‑second reset instead of the required 5‑press), did not verify firmware or parent node status, and failed to resolve the pairing issue. No proper escalation or concrete next steps were provided, resulting in an unresolved call.

V1 Case Analysis

Customer unable to pair new MX6200 child node; node shows solid red. Agent advised incorrect 20-second reset instead of 5-press method. No firmware, serial, or warranty collected. Customer advised to request replacement from Amazon.

Troubleshooting Steps
  • Confirmed model number (MX6200).
  • Instructed customer to hold reset button for 20 seconds on child node (incorrect procedure).
  • Observed node remained solid red after reset attempt.
  • Suggested node might be defective and advised customer to request replacement from Amazon.
Key Observations
  • Agent provided incorrect technical procedure: 20-second reset on child node instead of 5-press on parent node for MX6200 pairing (contradicts velop_child_node_setup.md and universal_5press_models.md).
  • No serial number, firmware version, or warranty status was collected, missing critical protocol steps.
  • Agent did not attempt to validate parent node status, firmware, or proximity, which are key troubleshooting steps for pairing issues.
  • No case was created or escalation initiated despite suspected hardware fault.
  • Customer was left with self-help path (Amazon replacement) without support follow-up.
Positive Highlights
  • Agent correctly identified the customer's model number (MX6200).
  • Recognized that a solid red LED indicates a potential hardware fault and suggested replacement as a next step.
Agent Errors / Gaps
  • Provided incorrect technical procedure: advised 20-second reset on child node instead of 5-press on parent node for MX6200 pairing (per KB guidance).
  • Failed to follow documented pairing process for MX6200, which requires the 5-press method on the parent router (universal_5press_models.md).
  • Did not collect serial number or verify warranty status when discussing potential hardware defect and replacement.
  • Did not validate parent node status, firmware, or LED behavior post-reset, which could affect child node pairing.
  • Did not use proper troubleshooting flow: skipped checking node readiness, pairing proximity, or LED behavior after reset.
  • Failed to escalate or create a support case for a suspected defective unit.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never got the node to pair; suggested replacement without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked the customer to hold reset for 20 seconds; skipped proper 5‑press method, firmware check, parent node status, etc.
R3 Not Met Correct resolution path conf 94%
Suggested a replacement without first exhausting correct troubleshooting steps for an MX6200 node.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Did not identify root cause; only noted LED red and gave a generic reset instruction.
T2 Not Met Appropriate tools / resources used conf 94%
No use of appropriate tools (e.g., 5‑press pairing, web UI, firmware version check) despite the scenario requiring them.
T3 Not Met No misinformation conf 96%
Provided inaccurate technical guidance – MX6200 requires a 5‑press, not a 20‑second hold reset.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent greeted and asked questions but allowed long silences and did not clearly guide the next steps.
C2 Met Confirmed understanding conf 90%
Used simple, understandable language; no jargon or unnecessary technical detail.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and offered a possible replacement but did not fully own the troubleshooting process.
O2 Not Met Proactive follow-through conf 92%
No concrete next‑step timeline or follow‑up commitment was given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation was performed; given the incorrect troubleshooting, an escalation to a higher tier would have been appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent said, 'Oh, uh, that's not good to hear,' showing empathy toward the customer's frustration.
X2 Met Tone & rapport conf 90%
Agent kept a calm tone and used plain language matching the customer's level.
X3 Not Met Overall experience conf 94%
Customer was asked to perform a 20‑second reset (unnecessary) and had to repeat information; no effort to reduce friction.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to linksus 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.linkssys.com for more information about your product. We are currently experiencing higher-than-normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and we'll be with you as soon as possible. [silence]
00:00
Speaker 1
Just add another node. Nodes are self, [silence] Thank you so much for taking my call. I bought a new node for my Linksys mesh network, just because I needed to add a room. And I can't
05:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you for today?
05:00
Speaker 1
get it it to link up. it's a V-Link 6p. I mean, I guess I should make sure they're the same, it's the same one. model number, so the model number needs to be the same one on the parent node, right? What? What I purchased. Yes. Okay, hold on. let me, let me tell you what I have. Let me turn on the light here so I can see. Here's what I have.
06:00
Speaker 2
Oh, uh, that's not good to hear. And I know I'm, what's the model number for that device, please? Uh, it depends on what you have purchased, ma'am. It depends on what you have purchased.
06:00
Speaker 1
The one that I have, my parent node is MX6200. And the one I just purchased is MX6200. So it keeps going back to red. So I don't, I'm not using the app. I'm just using the, um, the parent node and I so what I have is it okay, so if I turn it off and then if I turn it on or plug it in, I'll get the blue, the solid blue. And then when I go to the parent node and I press the reset button five times, it doesn't pair up. So right now it's like one foot away.
07:00
Speaker 2
All right. Got it. Thank you so much. So what's the light indicator for this child mode, by the way? [mumble] How far is the child mode, by the way, to appear in modes? To right now, what's the light showing in that child mode?
07:00
Speaker 1
It's flashing blue, so it's kind of blinking blue [silence] okay, and then just release it.
08:00
Speaker 2
OK, you need to reset first the Child known child node ma'am. Can you try to reset? Hold and press the reset button for 20 seconds, yes. Just after you press and hold the reset button for 20 seconds, release it and wait for two minutes.
08:00
Speaker 1
[silence] It's flashing red. So if right now it's solid red. [silence] Yeah, it's solid red right now So now what? Yeah, that's the child mode. Maybe it's defective. Maybe it's defective. I got it on Amazon.
09:00
Speaker 2
So how was it right now, ma'am? What's the LED are showing for the child node? [silence] Okay. Let's give it some time. [silence] Device should turn solid blue. [silence] So currently you'll have four child node, four total of linked devices in your current home. [silence] Hello? [silence] Let's list out node, right? [silence] When did you purchase
09:00
Speaker 1
I just purchased it a couple days ago. [silence] Okay, yeah. This one's defective, right? No. Mine, mine is red. Yeah, cuz all my other notes work great. Yeah. Okay. I'll try to replace it. Thank you. Bye.
10:00
Speaker 2
Okay, all right. We'll try to troubleshoot the device, ma'am. But if by any chance that it won't really work, you might try to ask for a replacement for the device. They will replace the device for you, a brand new one. All right? Uh Yes. Yeah, because it's supposed to be, when we try to reset it, the device should go blue, but right now, uh, I guess it's having a hard time resetting. Okay, hold on. You're welcome. Have a nice day ahead. Bye-bye for now.
10:00