V2 Rubric Detail — 8ef1211e-764f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 19:52
Duration
39m 57s
Contact
Anthony Garofalo
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00042605
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfigure_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall37.8% (-28.2)

V2 Grader Summary

The agent performed several resets and gave advice to move a distant node, but missed critical diagnostics (WAN check, modem test) and provided incorrect 5-press guidance. The issue remained unresolved, with the customer still experiencing no internet and a red-blinking node. Empathy and clear communication were lacking, though the agent owned the case and did not transfer.

V1 Case Analysis

Customer reported three MX6200 nodes offline. Agent instructed factory reset of parent and child nodes, used 5-press method to re-pair, and guided customer through app to change Wi-Fi SSID/password. One distant node intermittently showed blinking red; advised to move closer or repeat reset if issue recurs.

Troubleshooting Steps
  • Confirmed model (X6200) and physical connections.
  • Factory reset of parent node (20-second reset).
  • Factory reset of each child node (20-second reset).
  • 5-press pairing on parent node to re-add child nodes.
  • Guided customer through Linksys app to change SSID and password.
Key Observations
  • Agent correctly applied the 5-press method for MX6200, which is valid per KB (universal_5press_models.md), and did not misrepresent it as a factory reset.
  • No modem/WAN speed test or power cycle of the modem was performed before resetting the router, violating Step 1 of the universal_escalation_guide.md.
  • Serial number and warranty status were not collected or discussed, a protocol miss for a hardware troubleshooting case.
  • Firmware version was not confirmed before applying the 5-press method, though MX6200 is supported regardless of firmware in this context.
  • Call contained long silences and repetitive instructions, reducing efficiency.
Positive Highlights
  • Maintained a calm, polite tone and used the customer's name.
  • Correctly applied the 5-press pairing method for the MX6200 series without misrepresenting it as a factory reset.
  • Successfully guided the customer through the Linksys app to change Wi-Fi credentials after reset.
  • Provided clear next-step advice for the intermittent red LED on the distant node.
  • Accurately interpreted LED states and node behavior per velop_wifi_connectivity.md.
Agent Errors / Gaps
  • Skipped initial modem/WAN speed test and power-cycle of the modem (protocol miss per universal_escalation_guide.md Step 1).
  • Did not ask for or verify the device serial number or warranty status.
  • Provided overly repetitive instructions, leading to inefficient call flow.
  • Did not confirm whether the customer had already contacted their ISP about upstream issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer confirmed internet still not working and one node blinking red after all steps; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets and instructed Wi-Fi name change, but omitted key diagnostics such as checking the WAN connection or testing the modem directly.
R3 Partially Met Correct resolution path conf 85%
Agent chose a reset-and-move-node path without confirming ISP status, firmware version, or warranty eligibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (all nodes out, no internet) and asked a few basic questions (e.g., Ethernet cables), but did not fully probe root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of the router’s web UI, logs, or other diagnostic tools despite the need to verify WAN status and node health.
T3 Not Met No misinformation conf 98%
Provided incorrect pairing instruction: 'click the reset button five times' (mis-use of the 5-press method) and confusing 'volume up and down' steps.
Communication
C1 Partially Met Clear & professional language conf 80%
Call contained many long silences and some unclear transitions, though the agent kept the conversation moving.
C2 Partially Met Confirmed understanding conf 80%
Instructions were sometimes vague or confusing (e.g., 'touch hold down the multi functional buttons and increment the volume up and down'), but overall understandable.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and referenced the existing record: 'We have a record of you here...'
O2 Partially Met Proactive follow-through conf 80%
Agent gave next-step advice (move node closer, reset again) but did not set a concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged the customer's frustration or repeated issues; no apology or empathy expressed.
X2 Partially Met Tone & rapport conf 80%
Agent used a generally friendly tone but did not fully adapt to the customer's confusion, repeating unclear steps.
X3 Not Met Overall experience conf 85%
Customer was asked to repeatedly reset nodes, move them, and re-enter settings, creating unnecessary effort.
Call Transcript51 turns · 60 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. If calling for an out of warranty product, 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
Hey Rio. I'm a Linksys member here and I got home and my my Wi-Fi seems to be out and we're not having a bit of a
03:00
Speaker 2
Hi, thank you for calling Lynx's technical support. This is Rio, how can I assist you for today? [silence]
03:00
Speaker 1
so, I had noticed, uh, like a couple days ago one of I have three nodes, um, one of the nodes, the furthest away was out and then now everything's out. So, I was wondering if you could maybe reset everything or just help me with this? Uh, all three. Yes. Right. Um, Yes.
04:00
Speaker 2
[silence] Oh, sure, sure, not a problem. Uh how many Linksys devices are currently down, sir? Okay. All right. That's not good. Now for me to pursue this, sir, let me just pull up a record for you in the system. Uh, yeah. Using the number you've called us here, am I speaking with Mr. Anthony Garofalo? [silence] Is that correct? Okay. All right. You have uh three X6200. Is that correct, sir? Okay.
04:00
Speaker 1
Yes, correct
05:00
Speaker 2
So to start with, sir, let me just confirm, uh you've contact already Spectrum, if you have internet with them, correct? Okay, good. Great. Now, uh you didn't make any changes with the wireless devices, right? From the parent node, you did not remove the wires or Ethernet cable. It's still intact. Perfect. Now from let's start with the physical connection, sir. I just want to double check before we proceed. From the physical connection of the parent node, how many Ethernet cable connected at the back of it? Okay, perfect. Good. And then, uh what's the light indicator showing for the parent node? Okay. So for the parent node, sir, we're going to do it one at a time. For the parent node, kindly try to reset, click the reset button for 20 seconds, please. OK perfect. All right so we're just going to wait for the parents node sir to turn solid blue just give it at least three minutes. So let's go ahead and check your child nodes. For the two child nodes that you have how far are they from your parents node right now?
05:00
Speaker 1
That's resetting. Yeah. [silence] Yes. [silence] Okay. So, I've got to [silence] unplug them bring them all up stairs correct and then we'll unplug them once they're connected and bring them back down? Yeah okay. Okay I have now plugged the two nodes in. Uh I'm back upstairs the parent node is blinking blue. Yeah they're in. Yeah they're in. Mm-hmm.
07:00
Speaker 2
We're going to turn on them one at a time. All together, sir. We're gonna you know, you're going to plug them all together. Okay. All right. So for your two child nodes there. Can you try to plug them in into a power power source so you can turn them on all together at least two to three. They're near to the parent node, right? Uhm, Okay. So, since you just recently got power on your child node, we're gonna wait for it to be uh, after it reboots and then that's the time we are going to reset it. Okay? And also, just tell me if the parent node turns to solid blue, not blinking. Perfect. Good. That's actually in the correct sequence, meaning to say the parent node is waiting for us to set it up. But we're gonna wait for your child node to turn a different light color before we reset them so we can add them just one go. So, that will very easy in your part.
08:00
Speaker 1
one at a time. Okay.
10:00
Speaker 2
Okay. Can you try to reset each of your child nodes, sir? The same, uh, press and hold your reset button for 20 seconds, one at a time. Yeah. [silence] Okay.
10:00
Speaker 1
Oh, blue. Should I do the next one or? Okay. Okay. Okay.
11:00
Speaker 2
Ah, yeah. And then you can try now the other one also so that we can wait them together. We can now reset the other child nodes. Great. So, after you reset your child nodes, we're going to wait for them to turn solid blue, the same as the parent nodes.
11:00
Speaker 1
[silence].
12:00
Speaker 2
So how was it sir? Uh, did your child node turn solid blue now? Okay, sure, not a problem.
12:00
Speaker 1
Okay, none over one, two, three, four, five.
13:00
Speaker 2
Okay, perfect, good. Now, since all of your nodes, are in setup mode, touch hold down the multi functional buttons and increment the volume up and down. For five seconds, ugh, while holding it, to easily add all of them all we need to do is from the parent node carefully go to the parent node and then in the parent node, try to click the reset button five times, like one click, for one second not too fast. Okay, all right. And then
13:00
Speaker 1
blinking white is apparent. The others aren't doing anything. Now, it's, yeah. Hmm? okay. Okay. Yeah, no, I'm, I'm, I'm waiting with you. I'm here. There's not much you can do when the internet's out. Okay, I see the last node went white and it's blinking. [silence] Okay, the last node went white and is blinking. The other one, the second that we did is still, still blue blinking. [silence] Parent is [silence] Okay, so everything's everything's blinking white. Now, all three, [silence] No, they're all blinking white. Blinking by. OK. [silence]
14:00
Speaker 2
Right, so all of them are turning solid white is that correct. Okay, all right let's just wait for them to become solid white. How about the parent node? Okay, all right give it some time. It's still two minutes have passed by. Mm-hm. Okay, perfect. So if that's the case, sir, I wouldn't be fine if we're just going to try to at least wait for 30 seconds? I wanna make sure that they will stay solid white. Is that okay? Okay, all right. Uh, and then, sir, oh by the way, do you happen to have a linked this app with you so that, you know, we can try to change the Wi-Fi name, or do you want it to be the same Wi-Fi name, the default Wi-Fi name?
16:00
Speaker 1
Yeah, I mean, whatever we had was fine. Okay. Okay.
20:00
Speaker 2
uh okay all right if you don't want to make changes with the wi-fi name and password it's okay uh because once we've reset the whole system sir your old wi-fi name and wi-fi password is already been deleted. So so currently if you did not change your wi-fi name and the wi-fi password so it will be in the default wi-fi name so that should be like around velob setup wi-fi name and the wi-fi password is indicated at the bottom of the package all right would you like to change the wi-fi name or you want it to be just like that
20:00
Speaker 1
Yeah, Vela's set up is fine. I'm sorry. I'm sorry. I'm sorry miss. Um, and I changed my mind. Could we, could we, so I just want to make sure we change the password. Do we do that now? Okay, I see an offline router. Oh, I, um, yes. Should I, should I turn that off? Uh, no.
21:00
Speaker 2
Okay, perfect. All right, now, what we're gonna do right now, sir, since all of your child nodes are stable white, can we try to relocate? Go ahead. Okay, sure. Yeah, sure. Can you try to, uh, use your—your phone? Uh, if you're trying to use your phone with the Linksys app, try to connect it first to the Linksys Wi-Fi, sir. I'm sorry. Are you connected already to the Wi-Fi of Linksys? Try to no, Try. Uh, did you put already the Wi-Fi password indicated on the bottom of the router? Okay. Try to close the app and then try to connect it again, the Wi-Fi of Linksys. Okay, perfect.
21:00
Speaker 1
okay okay okay sorry okay so it's it's it's it's logged me on to Wi-Fi now when I bring up the app um I'm connecting to the router correct okay so it's getting router settings okay okay okay it says you're
22:00
Speaker 2
adapter and then go to your Wi-Fi settings and click the Wi-Fi
22:00
Speaker 1
your, right? uh, our router has no internet connection? yes? yes. uh, well, the vel-velop velop setup, yeah, okay, getting router settings. spinning spinning on the-object-app. getting router settings, and then-
23:00
Speaker 2
Can you try to close the app again? But by the way, just to confirm, you are connected now to the Lynx's Wi-Fi, right? Okay, all notes are solid white. Yeah. Develop setup. Okay, try to open again the app sir. Supposed to be that should not show because you do have an internet already. So when you open the app can I know what's the option that it shows? You see an option there to set up a new Wi-Fi.
23:00
Speaker 1
Found a new network add this to your account, I guess I'll add to account. Router password, where do I... is that... where do I find? Okay, oh. LDP-D-I-V-R.
24:00
Speaker 2
Okay, try to put your router password. It's at the bottom of the Linksys router, sir.
24:00
Speaker 1
Okay. God. No devices. Okay. Okay. Now, now it's coming up one device, three nodes. Uh, iOS, uh, Apple phone. Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
25:00
Speaker 2
Got it. Yeah. Oh, what does it show now, sir, in the app? Okay, perfect. All right. So, what's the phone that you're using right now, sir? Are you using an Android or iOS? So, I can walk you through. Okay, perfect. All right, so at the top left corner, there is a three lines, that's the menu bar. Try to click that. All right. After that, sir, you will see an option there, Wi-Fi settings. And then you can change the Wi-Fi password.
25:00
Speaker 1
Okay, so I can change the name, the WiFi name.
26:00
Speaker 2
and the Wi-Fi password [silence] and you can click save after you rename it, both the Wi-Fi and the password.
26:00
Speaker 1
Yeah, when I did, it said restarting your Wi-Fi. This could take a minute. Okay, looks like it's done. Saved. [silence]
27:00
Speaker 2
How was it, sir? Were you able to save the Wi-Fi name and Wi-Fi password? Okay, all right, good. Let's just wait for it for at least three minutes maximum. And then in your phone, uh, you can double check it, you can go to Wi-Fi settings and check if the new, uh, Wi-Fi name or the Wi-Fi password you saved or created will be in the network settings. So you can connect back. Great. Are you connected to the new Wi-Fi that you've renamed there? Okay, perfect. Now for the last that's of the network system you have there, sir, um, you can now unplug all of your child nodes and then one at a time. You're going to plug them in and wait for it to be stable white. And then if it's already stable white, that's the time you're going to turn on your last child nodes. I'll wait for you.
27:00
Speaker 1
okay um first one's plugged in we'll let it go to wipe still blinking blue okay white okay I plugged that in while we're waiting for that
29:00
Speaker 2
Okay. All right. Uh, let's give it some time. Perfect. Good to hear, sir. Now you can plug in the last child node so we can check if it will turn solid white as well.
31:00
Speaker 1
The parent, as I mentioned, is upstairs. Down the stairs, just into the next room, is the first child. [silence] About 50 feet into the next room is the last child. [silence] There's a few things like my TV is in the room with the second child there. The second child. How do, how does that TV pick up that child node? Okay. Do I have to, like, I've to, I guess I have to, do I have to turn the Wi-Fi off on the TV and back on?
32:00
Speaker 2
Yes sure sir. The TV will pick up the closesest nodes here. If it will detect the Uh yeah.
32:00
Speaker 1
Okay. [silence]
33:00
Speaker 2
You know, do that. Just turn it off, turn it back on. And it will detect automatically which node is the closest.
33:00
Speaker 1
white sweet it looks like it's just gone white okay it's white okay let me see um hang on [silence]
34:00
Speaker 2
Okay. All right. Well, that's good to hear. Yes, it was should it should show the correct light indicator white, because all of your notice already been configured properly. Now to double check, you can try to open the link. This app and then if you need something, outside from this, sir.
34:00
Speaker 1
So the names have changed? Where do I find, so, so, and my links, this app there's uh, it goes you know internet and then down a rung and it says lin villages. zero seven four to nine. Then below that is link_ADDRESS, lin_ADDRESS, zero seven four to four, and then last one, Oh seven three six eight. How do I know like? I don't I don't have a oh set. I don't see I don't see any numbers on the child node that match the lynx. Oh, wait, yes, I do. Three, six, eight. Okay, yeah, that's it. Now that, that bottom node isn't at full power? It's like, it looks like the top line isn't blue of the, you know, it gives you like a spray of lines. Yes, signal bars. That's right. Oh, wait. Now, now the child node is blinking red. The other, so the second, the the first, downstairs, the first node is white. The second node is blinking red. And I've had that problem last week. Yes. Yes. So, parent two children, this is the second child, the furthest away. 50 ft.
35:00
Speaker 2
What about the signal bars of the Wi-Fi? [silence] How far is this, uh by the way, the second child node from the other nodes? [silence] How far is this surf from the second child node? [silence] And is this open space or there are
36:00
Speaker 1
Now it's now it's white again. Um, it's mostly open, but it's it is white. Let me turn the uh, okay.
37:00
Speaker 2
Okay. Just to set proper expectations, sir. With the network topology you have there, the second child node might be having a little bit of issue because this is really too far from your other nodes. Supposed to be 50 feet far is the maximum the the maximum uh place that you should put it, but it is open wide. No walls in between, no doors in between, just open space. Now, if you really wanted to make sure that your connection in that uh node will be stable, I highly suggest that you should move it closer to your router, where it is connected to.
37:00
Speaker 1
okay. okay. um if it if it goes so what and, man, your your help has been wonderful today. Thank you so much. I very much appreciate it. Uh in fact overall my experience always with links list has been great. I'm gonna kind of leave it right where it is right now and let it do its thing. If I see it if I see it turn because for a while it does, you know, it it had been fine for months and then it just went red. So, um if it turns red again, I will I will certainly plan on moving it. Um and I've got a spot at could probably put it to and try to figure it out. Um it goes red again, what should I do to get it back to white.
38:00
Speaker 2
a little bit closer to the next node, so it will inspect stable connection. All right. Welcome. Thank you sir. Okay.
38:00
Speaker 1
Okay. Well, thank you so much, miss. I really, really appreciate it. I hope you have a wonderful day. Thank you again. Thank you. Thank you, bye bye.
39:00
Speaker 2
first option, sir, is just try to unplug it and move it a little bit closer. And if the light indicator is still the same red, then all you need to do, sir, is the same process what we have done earlier. You hold and press the reset, uh, you move the the child node near to the parent node, two to three feets. You try to reset only the child node. Hold and press the reset button for 20 seconds. And after that, add the child node again. Five press to the parent node and then it will turn solid white. You're welcome, sir. And, sir, again, if you need further assistance, you can always call us back here. We have a record of you here. So again, this is Re from Linksys. Have a nice day, sir. You're welcome. Bye.
39:00