V2 Rubric Detail — 8c5559f8-6663-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:35
Duration
42m 15s
Contact
Leslie Shiver
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.88/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall59.3% (+11.3)

V2 Grader Summary

The agent conducted thorough troubleshooting and maintained ownership, but provided materially incorrect technical information by claiming the MX6200 cannot pair with a WHW03 node — contradicting documented support for mixed Cognitive/Intelligent Mesh networks. This led to an incorrect resolution path, leaving the issue unresolved despite extensive effort.

V1 Case Analysis

Customer unable to add WHW0101P extender to MX6200 mesh network. Node remained solid purple after 5-press pairing and web UI attempts. Confirmed incompatibility between WHW and MX series. Advised return and purchase of matching MX6200 node.

Troubleshooting Steps
  • Guided customer through 5-press reset on parent MX6200 node [11:00].
  • Directed customer to reset node via power cycle [08:00].
  • Attempted node addition via web UI at 192.168.1.1 under Connectivity > Add Wireless Child Node [27:00].
  • Verified firmware version on parent node [33:00].
  • Confirmed physical placement within 3 ft of parent node [04:00].
Key Observations
  • Agent failed to collect model/serial early, causing delayed diagnosis [03:00].
  • Provided incorrect admin URL (myrouter.info) and default password (admin/admin) for MX6200, leading to avoidable confusion [19:00, 17:00].
  • Mixed 5-press method guidance: correctly applied to MX6200 parent but misattributed purpose [11:00].
  • Eventually identified correct incompatibility between WHW and MX series, providing valid next step.
  • Call had long silences and inefficient loops, especially during web UI navigation [16:00–24:00].
  • Agent corrected login instructions using label password, showing recovery from initial error [25:00].
  • Properly closed with case number and next-step clarity [41:00].
Positive Highlights
  • Agent eventually corrected login instructions by directing customer to use password on parent node label at [25:00], resolving access issue.
  • Correctly diagnosed incompatibility between WHW0101P and MX6200 mesh systems at [38:00], which is factually accurate per KB.
  • Provided a clear, actionable next step: return the incompatible node and purchase a matching MX6200 model [40:00].
  • Maintained professionalism and closed the call with case number and open invitation for future support [41:00].
  • Confirmed firmware version on parent node, demonstrating valid troubleshooting step [33:00].
Agent Errors / Gaps
  • Provided incorrect admin URL (myrouter.info) for MX6200 at [19:00]; correct URL is 192.168.1.1 or myrouter.local.
  • Suggested default admin password 'admin' at [17:00], which is not valid for MX6200; this caused login failure and wasted time.
  • Misguided customer by suggesting 'done adding child node' would highlight after clicking 'add wireless child node' [28:00–31:00], which is not accurate UI behavior.
  • Failed to confirm the model of the problematic node until late in the call [10:00], delaying root cause identification.
  • Did not verify warranty status or support eligibility before recommending replacement [38:00].
  • Used 'five breast method' [33:00], a clear misstatement of 'five press', indicating lack of familiarity with standard terminology.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the device was incompatible and advised return, but the node was never successfully added; issue remains unresolved.
R2 Met Diagnostic thoroughness conf 95%
Agent performed multiple troubleshooting steps: reset, 5-press, web UI access, firmware check, LED observation, and pairing attempts.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated MX6200 cannot work with WHW03, but KB confirms mixed Cognitive/Intelligent Mesh is supported with Cognitive as parent.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptoms (blinking red, solid purple), asked for model numbers, serial, LED states, and followed logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent used web UI (192.168.1.1), firmware version check, and LED status appropriately; tools matched the issue type.
T3 Not Met No misinformation conf 96%
Agent claimed MX6200 parent cannot pair with WHW03 node, contradicting KB: mixed networks are supported if Cognitive Mesh is parent.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained general control but had long silences, repeated unclear instructions, and lost momentum during web UI navigation.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'add wireless child node' without confirming understanding; repeated steps but didn't simplify language.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed with the customer through all troubleshooting attempts.
O2 Met Proactive follow-through conf 92%
Agent set clear next steps: return incompatible device, purchase matching MX6200, and call back for setup assistance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope despite incorrect resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized multiple times, acknowledged inconvenience, and remained polite despite technical misstep.
X2 Partially Met Tone & rapport conf 81%
Agent maintained a calm tone but did not adjust pacing or simplify explanations when customer struggled with web UI.
X3 Partially Met Overall experience conf 79%
Agent required customer to perform multiple manual steps (reset, web login, navigation) without offering to streamline or diagnose remotely.
Call Transcript72 turns · 75 lines
Speaker 1
My name is Leslie Shiver. I'm trying I'm trying to add an extended, um, a, uh, mesh extender.
00:00
Speaker 2
Welcome to Linksys Support. Your call may be monitored to ensure quality service. For in warranty products, our support team is available to help with performance and hardware issues. For product registration please visit register.Linksys.com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products, paid support, 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. Hi, thank you for calling Linksys. This is Reggie and how can I help you today? Uh and what is your concern regarding of your Linksys devices?
00:00
Speaker 1
I've done the five re the five push reset method and it's not connecting.
01:00
Speaker 2
But let me just confirm, ma'am. Is it a newly purchased router or it was working fine before? I see. And is this your first time calling us for support? But the five press method doesn't work. Okay, now let me just confirm if I'm talking with Leslie Trevor. And your email, ma'am, is LNR1214@gmx.com. Go ahead. Okay, thank you. So you have a Linksys router [silence]
01:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] Hey guys, can y'all you out of the room just a minute? I'm trying to get this Wi-Fi fixed and I can't hear her. Say that part one more time. Okay, you knew. Okay. It's white. Yes. White. Of the router is a router, are they blue? Yes. Yes. They're working. They're they're solid white. [silence] [silence] [silence] [silence]
02:00
Speaker 2
which which which is the normal uh W zero three so you have three your links as nodes the parent node is currently working and also one of the child node or or or what what is the like indicator of the parent node solid white can you please check the light color on top of the router solid blue okay it's working how about your child nodes you you mention earlier on Lesley that you have one node
02:00
Speaker 1
have two two nodes and I'm trying to add a Wi-Fi extender and the Wi-Fi extender will not connect yes is 298 I don't, 060 C803451
03:00
Speaker 2
that lost connection. Can you please provide the serial number of that Wi-Fi extender? Three, sorry, 29A4Alfa1060C4Charlie803451.
03:00
Speaker 1
Yes. I don't know where... W- H W0101P says. Red. Blinking red. Blinking red. Yes. Yes. That's where it's at. Do you want me to unplug it and plug it back in?
04:00
Speaker 2
Okay, cool. Another question from Swansea, UK. What model number is your node? WH, WX 03. Okay. And what's the LED below the node through the hole? Solid red. Okay, since it's blinking red and you're trying to add this to your existing network, try to move it closer to your parent node or the same room. Yeah, I don't know. Sorry. Make sure it's about three to five feet away from your parent node.
04:00
Speaker 1
Okay. I've done it. Can you hear me?
05:00
Speaker 2
Yes. I can hear you. Okay. Now. Since this node is placed. Three to five feet away from the parent node, wait for the light to fully boot up. And by the way. May I ask Leslie. Before calling us for support, did you,
05:00
Speaker 1
No, I didn't reset it. I only did that five button thing that he told me to try. Where you're talking about the parent node. It's red. Yes. Okay, it's solid blue.
06:00
Speaker 2
retext node. Okay, that's fine.
06:00
Speaker 1
Okay. [ silence ] Well, I'm waiting for ... I ... I have heard the same thing.
07:00
Speaker 2
Okay. So what is the light indicator of the node after you reset?
07:00
Speaker 1
I couldn't find the reset button, so I'd unplug it and plug it back in. So now it's blinking red, so now I'm going to push it and hold it for 15 seconds. Okay. Okay. Now there's no light on at all. So now I'm going to wait for it to turn solid red. Solid red. Okay. Okay.
08:00
Speaker 2
Okay. Make it 20 seconds. solid blue. Okay. Okay, let's go or release the reset button. And then let's just wait for this node to turn solid red. Okay.
08:00
Speaker 1
Right. [silence] Yes. [silence] Okay. [silence]
09:00
Speaker 2
Let me just confirm, Leslie. Uh you have three Linksys devices. The parent node is solid blue, which is working. And then the other child node is also solid blue. Okay. So we just keep on waiting for this node that we're going to set up for the light to turn solid red.
09:00
Speaker 1
Okay, it's solid red, The model number is, Where would I find that? Oh, it's a MX 6 200, Yes
10:00
Speaker 2
By the way, Leslie, what is the model number of the parent node? And it is solid white, [silence]
10:00
Speaker 1
This the Wi-Fi extender, it's not really red and now it's more like a purple. Yes. Okay. OK, looks. OK, I did that.
11:00
Speaker 2
Okay, which means it's ready for setup. Okay, so the extender or the node that we're going to set up is about 3 ft apart from the main router. Okay, go to the parent node, Leslie. Okay, kindly press and release the reset button of the main router five times within five seconds.
11:00
Speaker 1
the parent note or the extender. it's still purple. okay. it's purple. white. no it's it's blinking.
12:00
Speaker 2
okay. What is the light indicator of the node? To the extender. Can you please go?
12:00
Speaker 1
it's still purple but the parent node is still blinking. Now the parent node is solid white And the extender is still purple. Yes. If you give me a chance to pull it out, I can get a laptop out.
13:00
Speaker 2
Is it plugged in directly to the wall outlet? Okay. Do you have a laptop or a computer? We can use to access the web interface.
13:00
Speaker 1
and that'll be on Wi-Fi Windows okay I got uh I got it up
15:00
Speaker 2
Yes. Is it a Mac or Windows device? Okay, once it's connected, can you open a browser, such Google?
15:00
Speaker 1
okay okay okay okay okay okay okay okay okay okay okay it says I'm sorry my oh okay and then it says I have a box that says one yes
16:00
Speaker 2
OK open a browser then on the address bar type 192. Oh yeah, I saw a 168. Yeah, that 168.1. One
16:00
Speaker 1
nine to point one six point one point one one to log in access your router. I'm clicking on that. No, I'm not. Now, I'm not. Okay.
17:00
Speaker 2
Okay. Please enter admin, all lower case, A-D-M-I-N. And then sign in. [silence] So are you on the Linksys Smart Wi-Fi tool? So to access the router, Leslie can we use the admin as your router password? The word admin all lowercase A-D-M-I-N.
17:00
Speaker 1
[KEEP_UNCERTAIN] okay tell me to I'm trying to get to the place where you're asking me to do the login and I'm on link this and it's telling me how to do it [silence]
18:00
Speaker 2
So let me know once it works or not. okay. So what are the information or the options shows on that page.
18:00
Speaker 1
Well, it's just giving me all different kinds of uh, places to go to set this up and I'm trying to find the latest one. Okay. Okay. I'm gonna make sure I'm going to Google.
19:00
Speaker 2
Okay, can you please go back? Then can we enter my-router.info on the address bar. Make sure it's Google. On the address bar, type "myrouter.info" one word.
19:00
Speaker 1
And now, now I'm out. I'm on the Google page now. I wasn't on it before. So, I'm going to type in, what? 192. Okay. Bye. [silence] [silence]
20:00
Speaker 2
Are you routed to a warning message? OK. Let's use 192.168.1.1 first.
20:00
Speaker 1
I'm here I'm I just don't think I'm getting I'm getting the page that you're wanting me to go to. On Wi-Fi. So the the the my Wi-Fi is you know I made my own username and password. So it's not it doesn't say link this should it say link this?
21:00
Speaker 2
Hello, Leslie. [silence] But are you connected with your Linksys network? Make sure you are connected to the parent node. Yes, on Wi-Fi. [silence] But if you created your own Wi-Fi name and Wi-Fi password for your Linksys network, so afterwards,
21:00
Speaker 1
you me that Welp setup 704 should I use that? Okay, okay, that's the one I'm on. That's what I'm on. Okay. So the 192 thing is is not working. It's not getting,
22:00
Speaker 2
Need to use WAP credentials to connect your laptop. So how do you change your Wi-Fi name and Wi-Fi password by using the Linksys app? Now, don't use the default setup because it is the default Wi-Fi name of the node that we are going to add. Make sure you're connected to the parent node. Okay. How about my router.info. yes yes are you currently on Google okay open a different browser since it's a Windows device can we open Microsoft Edge [ silence ]
22:00
Speaker 1
now it says your connection is not private okay when I click advance the server cannot read that one I have the security form continue I'm going to continue okay now I got it now for admin all lower K.
24:00
Speaker 2
Okay, so on the address bar, type one nine two dot one six eight dot one dot one. Okay, click advanced or continue. Yes. Yes, try to use admin admin to sign in or to log in. [silence]
24:00
Speaker 1
It says it's the incorrect password. The password is on the bottom of the parent node. Say that one more time. Yeah. I think so, I can find that.
25:00
Speaker 2
Okay, can we use the password labeled on the bottom of the parent node? Or did you create your own admin password? Did you customize your own admin password? Okay. So, make sure to use that. Yeah, your admin or router password.
25:00
Speaker 1
Okay, that worked. Okay. I just say it. Click it. Okay.
26:00
Speaker 2
Okay, that's good. So you're currently on the web interface or the links to Linksys Smart Wi-Fi tiles. Okay. The requester Leslie. Can you please scroll down? Okay. So on the very bottom, can they look for the two letter CA like California C-A on the bottom. That is actually small. Yes. Click CA. And then click connectivity. Then select.
26:00
Speaker 1
okay. And then I'm going to add a wireless child node. So I just went.
27:00
Speaker 2
Yes. Add wireless child node. Then once it's done adding the child node, click apply. Okay. Add wireless child nodes. Once done at adding child nodes, click apply.
27:00
Speaker 1
Okay, it doesn't say it's done adding. It just went when I clicked it, it went, like, uh, it went like stated and then it doesn't say done adding child node. So, but I still click apply. No, there is there's, there's add there I have one that says add wired child node, done adding wired child node, add wireless child node but it doesn't have anything next to it about done adding child node. So, am I clicking done adding child node or just apply? [silence]
28:00
Speaker 2
Okay, that and add in child node is highlighted. [silence] yeah, that's the word, it's an option. Click apply.
28:00
Speaker 1
Purple. And when I hit add wireless child node, no done adding child nodes appears. But I'm going to click apply. When I click apply it doesn't do anything. [silence] Okay. So you did switch off pairing and then on? [silence] Okay.
29:00
Speaker 2
Yeah, because when a child is added, Leslie, the relevant option that shows done adding child node will be highlighted. Then click apply. Okay, so what is the current light indicator of the child node? No, it won't appear. The relevant option will be highlighted.
29:00
Speaker 1
Yes, it's still purple. No, I don't have an actual one. About 3' at your, okay? Okay. I'm back to connect.
30:00
Speaker 2
And the child node is still solid purple. Do you have an extra ethernet cable? And by the way, let me just confirm, how far is the child node from the parent node? Okay, can you please refresh the website? So refresh your link to Linksys Smart Wi-Fi tools. Go back to connectivity.
30:00
Speaker 1
Okay now it's highlighted. Okay and nothing nothing's happening.
31:00
Speaker 2
Okay, click add wireless child node, then done adding child node will will uh highlighted. Can we observe the button for the done adding child node Leslie? Once you click add wireless child node, done adding child node will be highlighted. Add wireless child node, then done adding child node button will be highlighted. Then click apply.
31:00
Speaker 1
It's still purple. Okay. All right. I'm there. Right? Okay.
32:00
Speaker 2
and then observe the light indicator of the failed node. Okay, go to troubleshooting, Leslie. Okay, click okay, so that you can go back to the main page, and then select troubleshooting. What is the firmware, um, click status, right, you're currently on status, and then below status Leslie, is there's a word report, click report. So kindly provide the firmware version of the parent node,
32:00
Speaker 1
The farmer org is 1.0.14.216 738. Yes, I don't have one. Yes. Okay, I'm ready. Okay.
33:00
Speaker 2
okay, so when we tried to add the curl node using the web interface, the light indicator stays solid purple. And we already did the process two times. So, kindily grab an extra ethernet cable. And the uh uh uh curl node is it plugged in directly to the wall outlet. Let's just try to... perform the five breast method again to the parent node lesley um together. Are you ready? Okay. So, breast release, breast release, breast release,
33:00
Speaker 1
What do you do? [silence] The parent node is white and the the router or the extender is purple. Yes.
34:00
Speaker 2
[silence] What is the light indicator of the parent node? It's still solid purple after we did the five press method. Okay, so thank you for patiently waiting, Leslie. Are you still there? Okay, so I would really apologize for the inconvenience, but we have already tried everything and this router could not be added to the parent note. So, I would like to set an expectation Leslie, that this device is compatible with or does it work with the WHW0 series. So, since you're currently using a MX6200, oh it couldn't work with a parent node. So, either you can return this device to the store, or you can purchase the same model number of the parent node. Uh, I'd really apologize, Wesley, but as of now, we cannot guarantee that we can provide a device to purchase directly from us, so we recommend to purchase that one to our designated stores, such as Amazon, Best Buy, or Walmart. Better to look for a model number that is the same with your parent node, the MX6200. But can we confirm the model number of the other node? You mentioned earlier that you have three Linksys devices
34:00
Speaker 1
the same, I bought them in the same box, um, say that wait one more time, Right. And this one is a, see this one is a AC 1 300 and you're saying it's not compatible, you got to get the same number.
40:00
Speaker 2
the parent node is an MX6200. How about the other node. MX6200 also. So there's the only device that has the different model number which is WFW010 1P. So you have three Linksys devices. You mentioned earlier that two of the nodes are MX6200. Okay, so since you're because this model is compatible to hook up or to work with the WFW00 series and your Linksys parent node is an MX6200. It's one of our upgraded device and it's a cognitive mesh. So if you're planning to add additional [silence]
40:00
Speaker 1
Okay. Okay. Velot Pro 68. Six, eight. Oh, Velot Pro 6E. Okay. Okay. I will, then I will return this and I will try to get the other one that, that is the same number. And, um, if I need you, I will call you back. Okay. All right. Go ahead. [silence]
41:00
Speaker 2
Node, better to purchase the same model number of the parent node, Leslie, which is MX 6200, it's a, will Velop 6e A. For Edward. Yes. Yes, of course, and I do really apologize for the inconvenience. Please feel free to call us back once you've already purchase your Linksys or your new Linksys router to assist you setting up that node. So I will also provide your ticket number, Leslie, so that the next technician can quickly access your information. So it's 1299942080.
41:00
Speaker 1
Okay. Thank you. You too. Bye bye.
42:00
Speaker 2
Okay 445 so 129945 uh thank you for your time and uh your patience and have a great day Leslie bye.
42:00