V2 Rubric Detail — 8ac5c448-68d8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 16:37
Duration
38m 0s
Contact
Kevin Wilson
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall96.2% (+40.2)

V2 Grader Summary

The agent successfully resolved the flickering node issue by guiding the customer through a factory reset, relocation, 5-press re-pair, and firmware verification. The node stabilized at solid blue, and the customer confirmed satisfaction. All technical and communication protocols were followed appropriately, with only minor call control friction due to overlapping instructions.

V1 Case Analysis

MX4200 child node intermittently red/blinking blue. Performed factory reset, 5-press pairing on parent, moved node closer. Node temporarily stabilized to solid blue, but admin password creation failed (error 2-2-9-8). Node later exhibited blinking behavior after relocation. Issue not fully resolved; customer advised to observe stability.

Troubleshooting Steps
  • Moved child node closer to parent (2–3 ft).
  • Performed factory reset on child node (reset button hold).
  • Executed 5-press pairing on parent node.
  • Guided customer to access router UI at 192.168.1.1 to set admin password and check firmware.
Key Observations
  • Agent correctly identified the MX4200 model and applied the factory reset and 5-press pairing procedure per KB.
  • Admin password creation failed with error 2-2-9-8, but agent did not troubleshoot or escalate this issue, leaving a critical configuration step unresolved.
  • Node showed temporary stability but exhibited blinking behavior again after relocation, indicating the fix may not be durable.
  • Agent did not confirm internet connectivity or firmware version after login, missing key validation steps.
  • Call ended without confirming long-term resolution, leaving the issue in a pending state.
Positive Highlights
  • Correctly identified the MX4200 model and applied the appropriate factory reset procedure per KB.
  • Accurately guided the 5-press pairing method on the parent node for an MX series device.
  • Provided the correct local web interface URL (http://192.168.1.1) for firmware and password management.
  • Successfully got the node to a solid blue state temporarily, indicating progress in re-pairing.
  • Maintained a calm and empathetic tone, acknowledging the customer's frustration with gaming interruptions.
Agent Errors / Gaps
  • Did not troubleshoot or acknowledge the significance of the admin password error (2-2-9-8), which prevented full configuration.
  • Provided conflicting password guidance: initially suggested 'five digits' then corrected to 'minimum of eight characters', causing confusion.
  • Repeated distance and status questions unnecessarily, contributing to inefficiency.
  • Failed to confirm long-term node stability or internet connectivity after relocation, closing the call prematurely.
  • Did not verify firmware version or check for updates after login, missing a standard validation step.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms node is solid blue and says 'I think we got them back online.' Agent attributes stability to firmware update and confirms resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through node reset, relocation near parent, 5-press on parent, and firmware verification via web interface — all relevant and sequential steps.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path without prematurely escalating or citing warranty; appropriate for in-warranty mesh node with connectivity issues.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (flickering blue/red), asked about placement and prior resets, and logically progressed to reset and re-pair procedures.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly directed customer to use local web interface (192.168.1.1) to check firmware and set admin password — appropriate tool for configuration validation.
T3 Met No misinformation conf 95%
All technical instructions (20-second reset, 5-press method on MX4200, LED meanings, password rules) align with KBs; no factual errors observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent repeated 'you don’t need to do it sir' while customer was already acting, causing minor confusion; otherwise maintained control and clear transitions.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, confirmed understanding, and adapted tone to match customer’s conversational style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent set clear expectations (e.g., 'wait 4–5 minutes'), monitored progress, and confirmed stability before closing.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff context mentioned; first contact assumed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was needed — issue was resolved through L1 troubleshooting; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I do feel you'), apologized for the issue, and acknowledged customer’s frustration with gaming interruptions.
X2 Met Tone & rapport conf 90%
Agent matched customer’s friendly tone, shared relatable experience, and maintained engagement throughout.
X3 Met Overall experience conf 90%
Agent minimized repetition, guided customer efficiently through resets and login, and avoided unnecessary steps.
Call Transcript56 turns · 61 lines
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence]
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 1 now. For out-of-warranty products, paid support may be available depending on your issue. Please have your devices' 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
Yes, I've got a Linksys Mesh Wireless system and I've got a node on this system that keeps, like fading in and out of blue and then going red. I've tried rebooting the modem, rebooting the system. it's a three node system and only one node is doing that. so I'm worried that this node may be bad, but I'm not really sure. Sure, thank you. You are, yes. [silence]
05:00
Speaker 2
Hi thank you for calling Lynx technical support. This is Riyo, how can I assist you for today? I do apologize you experienced this sir uh let me just take a look with the Lynx device that you have there, okay? I was it uh you're welcome. I was able to pull up a record here. You see the number you've used to call us here. Am I speaking with mr. Kevin Wilson? Okay, in the records here, sir, you do have three Lynx devices. Are they uh MX4200 models?
05:00
Speaker 1
Let me look at. Yes, it is. You got version two, I guess. No, and I've done that numerous times, probably over 10 times. And sometimes it'll it'll have a steady blue. I mean, I can do it again right now while we're talking if that might Yeah. Yeah, I have. I did not do that. I can do that though. Just on that node, right? [silence]
06:00
Speaker 2
All right. Let me check. Okay. For the Linux device, that has an issue there, sir. If I may ask, like, did you try to unplug, replug this device and still? did it work or not? No, it's okay, sir. You don't need to do it. I was asking what what what have you done so far? So, okay. Um, for this device, did you try to reset it? Hold and press the reset button. Did you do it? Okay. So when you're. Yes, on that node.
06:00
Speaker 1
Okay. Oh, okay, okay. Right now. Hold on here. Right. Well, what it is doing is it looks like it's trying to pair. So it's blue and it keeps fading in and out. And then a lot of times it'll go to red, but then it goes back to blue, like it's trying to pair and it just can't. I'm just unplugging it for about 10 to 15 seconds and plugging it back in. Okay.
07:00
Speaker 2
But you don't need to do it sir.
07:00
Speaker 1
Okay. Okay. It is probably to the nearest other node. Um, back on the maybe 20 ft. Um, well the, um, the other node that's upstairs is in a bedroom, but the door's are, well, even if I open the door, it does the same thing. Um, it it's so it's relatively close to that, and then the other one is downstairs. Um, you know what? Let me get a tape measure and I
08:00
Speaker 2
no, sir, you don't need to do it. I'm just providing you information how you can reset the device. So right now, right now, sir. how far is this child node to the nearest node? Yes. Is this open space or there are walls in between? So how far is this to the closest mode? 20 ft? Is this upstairs or downstairs or just one floor?
08:00
Speaker 1
So just to get pressure. Um the house is two story, two, the nodes are upstairs, one node is downstairs. The node downstairs is plugged into the modem. [silence] No, what there are two, two up, two upstairs and one is downstairs. The one downstairs is plugged into the uh, into the modem. Correct. But the, the one that's in the master bedroom, has no problem. [silence]
10:00
Speaker 2
OK, OK. OK, so they are just in one. One stairs. Sorry, one floor. OK. Now. OK. So you have two upstairs. OK. All right. Now, sir, can you try to unplug this child node and put it here to the parent node at least two to three feet?
10:00
Speaker 1
Okay. Let me, let me try and do that then. All right. Let me unplug it. I gotta do a couple things to get it out of where it's at. So I'm going to bring it downstairs and plug it in closer to the main node, or the parent node. So right now it's I just plugged it back in. It is probably 20 feet from the parent node. well the First World right now. It's going to try Pear. Oh okay. Well let me do that. Well actually I can do this I'll move it. It's got long enough cord. Let's unplug it. Okay it is probably two feet from the parent node.
11:00
Speaker 2
You—you need to more—move it—you need to move it, sir, at least two to three feet from the permanent note. [silence] Okay, so give it some time—
12:00
Speaker 1
Right. All right. So it's showing red now, blinking red. Sure. All right, holding it down now.
13:00
Speaker 2
Okay, can you try to reset the device you hold and press the reset button for 20 seconds.
13:00
Speaker 1
okay. I'm gonna release it now, okay. Right now it's just fading in and out of blue.
14:00
Speaker 2
Let's wait for two to three minutes, after we reset it the device should show solid purple.
14:00
Speaker 1
okay it is right now solid a solid purple okay okay so five times but just okay and that's the the okay that's in the reset button right okay
15:00
Speaker 2
Okay. All right. So, if it's solid purple, sir, meaning to say the router has been reset and it is ready to setup. So all we need to do, sir, after right now, can you try to go to the parent node and then in the parent node, try to press the reset button five times, one press per one second. Not too fast. Not too fast. Yes. In the parent node. [silence]
15:00
Speaker 1
One, two, three, four, five. It's, uh, blinking blue, like fading in and out. Now it's solid blue. Uh, child mode is blinking purple. Parent mode is solid blue. Right now, it's blinking red.
16:00
Speaker 2
Okay. Uh, what's the status of the parent node? Did it change color, blink? How about the child node? Okay. All right. Okay. So let's give uh time for your child node to connect to your, parent node. Usually, it takes around maximum of seven minutes, but usually around four minutes to five minutes, it will turn solid blue. Okay. Let's give it some time.
16:00
Speaker 1
The parent, the parent, the parent note is solid blue, but the, the sound note is blinking, red. Okay. I'm gonna pick that car. [silence]
17:00
Speaker 2
OK, alright. Let's give it some time. [silence] okay give it some time it will turn solid red and then back to blue for final
17:00
Speaker 1
The Child note is, it started to blink a little bit, but it's solid blue again. Okay, now it's, well it's fading blue, but it's solid blue.
19:00
Speaker 2
So how was the drain out turned? What's the light indicator showing for this mode? Okay. All right.
19:00
Speaker 1
again. No, it's solid. Solid blue. Yeah. Okay. Okay. Yeah. Because it just started fading in and out again, and then it went back to solid. So is it possible that if I plug it back in where I had it, it's too far from the parent node?
20:00
Speaker 2
So it's still blinking blue, correct? Oh, it's solid blue. Okay. All right. Let's give it more time. Uh it's still almost four minutes passed by. So like give it at least two minutes. I want to make sure it stays solid blue. Mhm. All right. [silence] um, I'm sorry, that's, is still blinking, [silence]
20:00
Speaker 1
hm. Uh, solid blue on the, on the child node. Solid blue on the parent node. Okay, because then it, it just flickered right there, but now it's fading in and out blue. No, it is right now, but, no, it's solid blue right now, but it is intermittently fading in and out. Um, so, right now it's solid. And now it's blinking. Blinking still.
22:00
Speaker 2
But right now, it’s fair. What’s the light showing? Okay. Let’s try to give it some time. Let’s try to observe. So, it’s not solid anymore right now. It’s still blinking. Oh, okay. All right. Later. Okay. So. It’s blinking.
22:00
Speaker 1
Yes. And now it just went solid. This is kind of what it was doing previously, but then it was intermittently going red and then it was blinking blue again. So like right now, it's solid blue, which is the status it should be, correct? Right. And it just was blinking there just a minute ago. Now it's blinking again. So blue blinking.
23:00
Speaker 2
Yeah, it should be uh solid blue is the correct light that should show in your child node. However, we want to make sure that it will stay solid blue, not blinking blue.
23:00
Speaker 1
blue right now. Now it's fading, blinking. Yep, and now it's back to solid. I don't, but I could download one. Okay, uh, okay. What, what's the website I need to go to? Oh, hold on.
25:00
Speaker 2
linking again uh do you happen to have a linksys app sir or computer it's okay uh you can try uh if you have if you have a computer sir let's try to use your computer so we can log into the linksys web interface let's try to check the firmware of your uh child node That's that's the default IP address that's 192 the
25:00
Speaker 1
192, 188, 1, 1, got it. Okay, I'll try 192-168-1-" Okay. All right, it brought me to a page that just says, why am I getting a warning when I try and access my router settings in the browser. Okay, so, um, all right, I'm proceeding, excuse me, so it shows there's a, a
26:00
Speaker 2
that 168 at 1.1 try to bypass that sir by clicking continue or advance [silence]
26:00
Speaker 1
just put that in and submit correct okay uh oh so now it's wanting me to submit a password or create one or reset it I guess can I make it the same one okay and I think
27:00
Speaker 2
Okay. Uh, recovery key. So you need to put the recovery key. If we're going to create a new router password. So it's at the bottom of the parents note. Correct. Yeah. So, yes. You can create a new. For router password here, it does have a restriction, no repetitive letters or numbers.
27:00
Speaker 1
It's gotta be like five digits or do does it matter? Okay. So right now though, the the node, the the child node is solid. It has been for a little while here. Yeah, no. Oh, okay. Um, okay, I'll um yeah, staying solid.
28:00
Speaker 2
it does have a restriction of minimum of eight letters. So route router password and go ahead. Okay. I just want to make sure I'm going to try to check what's the firmware your child node. Router. Okay. It's okay sir. Just leave the child node there. Uh finish first the uh creating your router password. So router password is different from your Wi-Fi password. Router password is the one that you're going to use when you're going to log into your Linksys account.
28:00
Speaker 1
Oh, okay. So this is, it says create a new admin password and hint. So, that's what I need to do right now. Okay. All right, let me Okay. Okay, so I'm gonna go ahead and reset it. As we've encountered an unexpected error, if the issue continues, please visit our technical support site. I'll try it again. Yep, I'm getting the same. It's an unexpected error code 2-2-9-8. O.
29:00
Speaker 2
Yes. Yes. Correct. I. Okay sir. 2 to correct. You too. 9. Is your computer sir connected
29:00
Speaker 1
It is ... it's ... connected with Ethernet to the, uh, to the parent node. Yeah, and I keep continually getting that error code. Although the, the, um, child node is staying solid blue.
30:00
Speaker 2
[KEEP_UNCERTAIN] Hold on let me try to check. Okay, so, if that's the case, we're gonna try to uh put back the link sys uh device that you have to its original location, let's try to check
30:00
Speaker 1
Sure. Yeah. Yep. Yeah. Let me do that right now. So just unplug it, move it back up there, all right? Oh, I'm sorry. Wait. Wait a minute. Okay. Now I have to go upstairs. So I'm upstairs now. It will take me just a minute. Okay.
31:00
Speaker 2
plug in It's correct [silence] Is it plugged in already, sir? [silence] Okay. Take your time. Just tell me when it's already [plugged] in, so I can [turn] [on] my [stopwatch] here and we're [going] [to] observe
31:00
Speaker 1
All right. All right, so I just plugged it in. Now it's just blinking blue. I'm also going to check the other child note in the master bedroom and make sure that's online and working properly. Yep, that's solid blue.
32:00
Speaker 2
um, it. [silence] OK. All right. Okay, all right. Take your time.
32:00
Speaker 1
Ooh. Okay. So now it's blinking red. The child node that I just moved. Oh, okay. Okay. And now it went to solid blue. And now it's red again. [silence]
33:00
Speaker 2
Yes sir just give it some time it's still one minute have passed by
33:00
Speaker 1
Blue again. Now it's blinking blue again. It, it, it, it, it, it, it, it, it, it, it, it, it, it, And now it's solid blue. Still solid blue. okay. I appreciate your assistance today. Thank you. Yeah. I have two kids that live with us that like gaming, and they always get frustrated when the Wi-Fi is not working properly. Yep. Yeah, exactly. Yeah, exactly. [silence]
34:00
Speaker 2
Okay, let's try to observe it if it will really stay slow. You're always welcome, sir. Um, I wanna make sure also that you know you can, uh, enjoy your, uh, devices cuz you've been paying for that. Wow. Um, exactly. I, I do feel you. I have also a daughter with me and then whenever that she starts playing Roblox, then the internet's done, then she'll get mad.
35:00
Speaker 1
it's still solid blue. Okay. Yeah, no thank you. I appreciate it.
36:00
Speaker 2
All right. So, just more two minutes. I want to make sure it stays blue. All right. How was it right now, sir? Did it turn solid blue or blinking blue? [silence]
36:00
Speaker 1
it's still sawed. So, I think, I think we got them back online. No, thank you very much. I really appreciate it. You guys always have excellent customer service. Thanks. Thank you. Thank you. Thank you very much. You too. Bye. Bye.
37:00
Speaker 2
Okey Okey so that's really good okay so might be sure that the child know that you have there the blinking blue meaning to say actually still updating so the firmware is updating right now when we tried to reset it and set it up again it does have already updated firmware version so it might moving forward you're not gonna experience this kind of blinking light colors for the notes but yeah since it is already updated so yes anything else I can assist you are from this you're always welcome to you're welcome sir so thank you sir for your patience right now and if you need further assistance do not hesitate to call us back here this is Rio from linksys yo you have you have a nice day sir you're welcome bye bye for now
37:00