V2 Rubric Detail — 910940a6-6b66-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:39
Duration
31m 6s
Contact
Suresh Agarwal
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133987
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN not connecting

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+26.1)

V2 Grader Summary

The agent correctly resolved the MX6200 child node pairing issue using factory reset and the 5-press method, resulting in a stable connection and app visibility. Technical accuracy and ownership were strong, but communication was hindered by unclear instructions, repetitive phrasing, and long silences, leading to partial marks in C1, C2, X1, X2, and X3.

V1 Case Analysis

MX6200 child node not pairing – performed 5-press reset and repositioning; node now solid white and appears in app.

Troubleshooting Steps
  • Moved child node close to parent node (5–6 ft).
  • Performed 5-press reset on the child node.
  • Waited for node LED to stabilize to solid white.
  • Advised closing and reopening the Linksys app to refresh node list.
Key Observations
  • Agent misheard the serial number, causing confusion.
  • Agent incorrectly described the 5-press method as a 'factory reset' (it is a pairing/recovery method, not a full reset).
  • Correct 5-press pairing method was used for MX6200 nodes, leading to successful pairing.
  • Agent failed to acknowledge customer frustration or set clear expectations.
  • Long silences and disorganized questioning reduced efficiency.
Positive Highlights
  • Collected essential device information (model, serial, email, ISP).
  • Correctly applied the 5-press reset procedure for MX6200 nodes, which is the proper method per KB.
  • Guided the customer to reposition the node close to the parent, a key step in pairing.
  • Advised closing and reopening the app to refresh the node list, resolving delayed visibility.
  • Confirmed resolution with the customer.
Agent Errors / Gaps
  • Misheard and incorrectly repeated the serial number (58OM1OM26D000200 → '58 W for whiskey, 10m like Mary, 26d like david, 00280').
  • Incorrectly described the 5-press method as a 'reset to factory defaults' ([21:00]) — this contradicts the KB, which states 5-press is a pairing/recovery method, not a factory reset.
  • Failed to acknowledge customer frustration or confusion.
  • Poor call control: repeated questions about node count and LED status.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms resolution: 'Okay. So it's working now. Thank you for your help.'
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through physical reset, 5-press pairing, and app verification — all relevant and logically sequenced steps for a child node failing to stay connected.
R3 Met Correct resolution path conf 95%
Agent pursued appropriate troubleshooting (reset + 5-press) for an in-warranty MX6200 with a pairing issue, avoiding premature escalation or warranty-based dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (node turns red after initial blue), asked about node count, proximity, LED status, and ISP — establishing a clear diagnostic path to pairing failure.
T2 Met Appropriate tools / resources used conf 92%
No external tools (e.g., remote session, logs) were necessary; agent correctly applied documented KB procedures (factory reset, 5-press) without over-relying on unsupported methods.
T3 Met No misinformation conf 95%
All technical guidance aligns with KB: 5-press method valid for MX6200 (no Pair button), factory reset duration (~25 sec) within acceptable range, correct LED interpretation (solid white = online).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but lost control during multiple long silences (e.g., [13:00–14:00], [17:00–19:00]) and repetitive questioning ('Is it blinking white?' asked 4x).
C2 Partially Met Confirmed understanding conf 80%
Agent used consistent 'sir' but gave unclear instructions: 'blue light should turn on and it goes off again' contradicts KB (reset cue is flash-red-then-off). Did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and confirmed resolution without transfer or deflection.
O2 Met Proactive follow-through conf 93%
Clear next steps given: reset node, perform 5-press, wait 3–4 minutes, check app. Agent confirmed completion ('looks solid now') before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not acknowledge customer’s expressed frustration ('help manual is a little very limited') or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Agent maintained formal tone but did not adjust for customer confusion (e.g., repeated 'is it blinking?' without rephrasing) or check comprehension after complex steps.
X3 Partially Met Overall experience conf 78%
Customer had to manually reset, perform 5-press, and repeatedly close/reopen app. Long silences and repetition increased effort unnecessarily.
Call Transcript41 turns · 48 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.Linxs.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, [silence] press 8 please select from the following options for in-warranty products our support team is available to help with performance and hardware issues please have your device serial number ready for assistance press one now for out of warranty products paid support may be available depending on your issue to hear more about your service options press 2 to hear these options again press 8 please remain on the line for assistance
00:00
Speaker 1
Uh. You got the idea. Yeah. Let me fix this. [silence] O'Hara: I uh have a lenses mash network and uh I can't uh make one of the child node uh connect. It goes uh blue light but then later on it turns red and it stays red forever until I tj j reset the power. So it looks like I don't know I'm trying to figure out what to do.
04:00
Speaker 2
Thank you for calling linksys. This is Epi. How can I help you? Okay. Okay. So one of your child nodes is not working. Okay. All right, sir. Yeah, there's a need for us to pair that child node back to the parent node. Um so, can I have the model number and the serial number of your linksys device?
06:00
Speaker 1
Yeah, so the child and node model number is MX6200, 58OM1OM26D000200. Yeah, my name is Suresh AGARWAL.
07:00
Speaker 2
Okay. MX 6200 and the uh serial number and Kate 58 W for whiskey, 10m like Mary, 26d like david, 00280. Correct? [silence] and Sir, can I have your name? and your uh last name, Sir? [silence] What about oh, okay.
07:00
Speaker 1
AG:.aruwal Sus hey at yahoo.com. that it's excellency. So what do I need to do for sorry? What do I need to do?
08:00
Speaker 2
[silence] and your email address. Mm-hmm. Okay, so that's your last name, A-G-A-R Wal, and then your first name Suresh S-U-R-E-S-H at yahoo.com. And so your internet service provider is? Xfinity, okay. All right, so how many? Yes, um, yeah, can we move your child node close to the parent node, Sir? Like five to six feet away.
08:00
Speaker 1
Okay. I'm sorry. Ah, maybe two, three years. And the help manual is a little very limited. All it says is power cycle and it should connect. Okay, I'm now very close to the Panet node.
09:00
Speaker 2
how long have you been using this device? OK. we're here in the ambulance. uh, uh, huh. we're now connected. I mean, we're we're uh, five to six feet away from the parent node. by the way, sir, how many linksys devices you have? how many nodes do you have?
09:00
Speaker 1
Uh, two. I mean, uh, total three, yeah. Um. Yeah. Yeah, one of them shows up, and that has, uh, white light. how was I powered?
10:00
Speaker 2
two okay oh three in total okay so the other one is working okay so right now what is the um led indicator on the child node
10:00
Speaker 1
See, it goes from blue to red later on, but let me plug it in. Sorry, it's uh, main is white. Zarga OK? It is OK. Right now it's blue after I plugged it in. Uh, it was and now it's flashing slowly. blue flash.
11:00
Speaker 2
The parent node, sir, what is the lead indicator? The parent node, the main node. It's white, okay. Yes, it should be solid white, if it's connected, that means it is connected, and it's online. Okay. Yes, just let me know if the child node is solid, and let me know what is the LED indicator. Is it solid blue? Is it blinking white now when you moved it? Is it blinking white now when you moved it? Is it blinking white? Is it blinking white, yeah, it is blinking white now. Blinking white now, okay. Is there any other node at all in this panel? Okay. All right. So, uh, let the child look at it, okay? [silence] Check on the child. How many child nodes are there? How many child nodes are there? Okay, you have two child nodes at the bottom here. Okay, both of them are blinking solid, right? And one of them is a, one of them is solid white? Okay. [silence] So, that means no one is solid, right? Good. Good. [silence] Did you check it one more time? Do you hear it? No. This fight picked out. What's the white writing that I'm reading, as find the file.
11:00
Speaker 1
a noise, flashing slowly [silence] is it blue? [silence] yeah [silence] so what do I need to look for? [silence] yes [silence] blinking still [silence] so is this information somewhere on on your app? [silence]
13:00
Speaker 2
It's solid blue. Oh, it's flashing. OK. All right. We'll just wait for it to turn solid, OK. Just let me know, sir. Yes, we'll, we'll will though. Yeah. Hello. OK. OK. So, it's solid right now, the lead indicator. It's like a water.
13:00
Speaker 1
how to troubleshoot this because it's pretty I couldn't find it. Uh on the. Oh you don't okay. yes it is still still blinking. okay okay
14:00
Speaker 2
We actually don't have that on the app, but it's on our website. Yes. It should be on our website or support.linksys.com. So there are articles um related to this issue. All right, so Mr. Suresh, um right now is it still uh blinking because if it's still blinking, we'll just have to reset this device to factory defaults, okay? All right. [silence]
14:00
Speaker 1
Okay. So, it's a solid blue now. Yeah, it's still pressed.
15:00
Speaker 2
The indicator on top should blink, I mean it should turn off and should be able to see there a blue light on top. The blue light should turn on and it goes off again, so just keep pressing it for 25 seconds. Okay, are you still pressing it? Okay, you may let go now, sir. And we'll just wait for the the light to stabilize, okay? So after the reset, you should be able to
15:00
Speaker 1
Now a lot right now. Okay. Now once this is set up I should be able to see these on my Linksys app on the phone, right? Okay.
16:00
Speaker 2
[silence] All right, we'll just wait for it. [silence] Yes, sir. [silence] Yes. Once it goes online, you should be able to see it.
16:00
Speaker 1
[silence]
17:00
Speaker 2
Still shows no light. Is it blinking or solid blue?
17:00
Speaker 1
Do I do something or wait? [silence] Y’all. [silence] It is not. [silence] Okay. [silence] Okay. [silence] So there's nothing else can be done right? There is a button [silence] next to the reset button [silence] and there is an on-off switch. Okay. Okay. Yeah, it is still breastfeeding. Okay. I'll wait. Okay. Looks solid now. Yep.
19:00
Speaker 2
We will do the next steps, sir, yes, because we cannot proceed if it's still like. All right, so it's solid blue or it's. Okay, it's solid blue. All right, can we go back to, I mean, can we go to your parent node, sir, the main node?
20:00
Speaker 1
Ok. 1, 2. C. D. Ok. It turned red and then it has gone back to white again. Pile's is blinking now.
21:00
Speaker 2
and we will perform a five press. So to do the five press, kindly press the reset button five times, okay. Just press it once and do it five times. So it's like press, release, press, release. Yeah, do it five times. All right. So do you see any changes on the parent node light? Is it blinking? What about the child node? Okay, so we'll wait for it. It should turn solid white, okay? Um, it may take a couple of minutes. So we'll just wait for it. Um, that's a good sign. Okay, so is it still blinking white? Okay.
21:00
Speaker 1
[silence] if this is working, I will still need to unplug it and because it is on the second floor this thing I need to take it. Okay, that's good.
24:00
Speaker 2
yes sometimes it takes three to four minutes before it establishes connection so [silence] yes yes once it's connected once it's online you may relocate the node back to where it was before
24:00
Speaker 1
Okay looks solid now, all the way now. Yeah okay.
25:00
Speaker 2
It's solid white, it's very good. Okay. Now, sir, you may try to check on your app. Check on the Linksys app if it shows up the node.
25:00
Speaker 1
Do I need to. it just shows up. I need to click and research. Oh, okay. Okay, app is coming up. And. Okay, so. It says the Internet online. It's only showing two nodes. One is the router, one is the child node. I think that's the other one. So, this one not showing up yet.
26:00
Speaker 2
You need to close the app first and reopen it.
26:00
Speaker 1
yeah uh okay those uh oh okay sure no problem
27:00
Speaker 2
it's still showing two nodes. Yeah, because sometimes, uh, just like with a node, it takes a while for the app to refresh. So Can we, yeah, can we close it again and reopen? Close the whole app, yes, and reopen.
27:00
Speaker 1
Yeah, it's only showing one child node, uh, it's showing internet and at the top and then router, and then child node two. Oh, something showed up. Um, looks is... oh, okay, So it must be that one. Um, firmware update available. Okay, It looks like Um, it must be it, right? I don't know the, how to know but, yeah, there are two child, two child nodes.
28:00
Speaker 2
Oh, okay. So it shows up the the new node now? Okay. Okay. All right. Yes. So sir, what we actually did was we did the pipe, right? So if if ever this happens in the future, just do the same thing. So you just need to reset the device to factory defaults. Just make sure you
28:00
Speaker 1
[silence]
29:00
Speaker 2
[silence] yes nyellow the the other node is already working so no need you you you only have to do it on the uh the problematic node the one which is not connected. So yes. All right. So would there be any questions sir.
29:00
Speaker 1
Okay. So it's working now. Thank you for your help. All right, thanks. Bye. Bye.
30:00
Speaker 2
If uh if you encounter any issues with your connection sir, you may perform a firmware update, but if everything is working, especially with this MX 6200, you don't have to do that. Yeah, cuz it might mess up with your system. All right? Not a problem, sir sooharesh. I thank you for your patience, sir. You did great. So um this is Epi again. I do hope you're happy with our service. This is Epi from Linksys. For more information, just please visit our site support.linksys.com. Thank you for calling. You do have a great night, sir. Soresh. Thank you. Bye bye. Hello sir, I'm sorry you forgot to hang up.
30:00