V2 Rubric Detail — 91335f92-795a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:48
Duration
19m 41s
Contact
Rosa Flores
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00051132
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall73.6% (+7.6)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through the 5-press method and resets for the MX2000 nodes, with the customer confirming all nodes turned solid blue. However, T3 is Not Met due to materially incorrect LED guidance (instructing to wait for solid purple on an MX2000 where solid blue is the healthy state). Communication and ownership show partial met ratings due to unclear phrasing and lack of specific empathy, but no critical failures occurred.

V1 Case Analysis

Customer reported two MX2000 nodes blinking red and failing to connect. Guided through resets, 5-press pairing, and node repositioning. All nodes now solid blue and online.

Troubleshooting Steps
  • Reset child node by holding reset button until LED turned solid blue
  • Performed 5-press reset on parent node to trigger pairing
  • Repositioned nodes closer to the parent during setup
  • Monitored LED behavior until nodes turned solid blue
Key Observations
  • Agent correctly applied the 5-press pairing method for MX2000, which is supported per KB.
  • Agent incorrectly described the expected LED color as 'solid purple' instead of 'solid blue' for online status, causing minor confusion.
  • Call efficiency was reduced due to repeated instructions and unclear pacing.
  • Agent did not verify WAN/internet connectivity before focusing on node pairing, which could have streamlined troubleshooting.
Positive Highlights
  • Correctly identified the MX2000 model and applied the proper 5-press pairing method (supported per universal_5press_models.md).
  • Successfully guided the customer to resolve the blinking red issue through resets and repositioning.
  • Provided a ticket number (5-1-1-3-2) for future reference.
  • Confirmed final resolution with the customer (all nodes solid blue).
Agent Errors / Gaps
  • Incorrect LED color description: Agent repeatedly referred to 'solid purple' as the expected online status, but MX2000 nodes show **solid blue** when online (per led_intelligent_mesh_consumer.md). This contradicts the KB and caused brief confusion.
  • Did not verify WAN/internet connectivity before troubleshooting node pairing. The parent node's red blinking could have indicated a WAN issue, which should have been ruled out first (per velop_wifi_connectivity.md).
  • Repeated 5-press instructions multiple times without confirming intermediate outcomes, leading to inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'they're all blue' and thanks the agent, indicating successful node setup and resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent guides through physical reset, 5-press method, repositioning, and LED monitoring—appropriate and sequential troubleshooting steps.
R3 Met Correct resolution path conf 90%
Agent correctly applies 5-press method to MX2000 (supported per KB) and continues troubleshooting without citing warranty or refusing help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies blinking red and uses resets, but incorrectly assumes solid purple is the expected setup state for MX2000, showing flawed root cause logic.
T2 Met Appropriate tools / resources used conf 80%
No remote tools or diagnostics were necessary—issue was LED-based and resolved via physical actions consistent with KB guidance.
T3 Not Met No misinformation conf 95%
Agent explicitly tells the customer to 'wait for the light to turn solid purple' for an MX-2000. Per led_intelligent_mesh_consumer.md, the MX2000 is an Intelligent Mesh model where solid purple means 'Ready for setup', but the agent uses this as the target state for a node that is already in the process of pairing/booting, and contradicts the final healthy state (solid blue). More critically, the agent's confusion between purple and blue during the process indicates a material misunderstanding of the LED table for this model.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains general direction but has repeated unclear instructions (e.g., 'press release the receipt button') and multiple silences disrupt flow.
C2 Partially Met Confirmed understanding conf 80%
Agent uses inconsistent terminology (e.g., 'receipt button') and does not confirm understanding after complex steps, risking confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stays on call, performs full troubleshooting, and sees issue through to confirmation of success without transfer.
O2 Met Proactive follow-through conf 90%
Agent provides ticket number, explains setup timeline (3–5 minutes), and advises when to relocate nodes—clear next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was required—the 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 says 'That’s okay' and 'It's all part of the setup,' which acknowledges frustration generically but lacks specific empathy for repeated effort.
X2 Partially Met Tone & rapport conf 75%
Agent repeats instructions and uses unclear phrasing, but adjusts pacing slightly and allows customer time to perform actions.
X3 Partially Met Overall experience conf 80%
Customer repeats serial numbers and struggles with ambiguous instructions (e.g., 'press release'), increasing effort, though resolution is eventually achieved.
Call Transcript32 turns · 36 lines
Speaker 1
Huh? You already have a collection of shoes, don't you? Hi, I have one. I need help on on my um, but this thing's called uh, the link to it. Um, they're not connecting. And I'm trying to do everything that I remember what to do, and I just can't. Uh, can you? Yes.
00:00
Speaker 2
Welcome to Linksys 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.Linksys.com for more information about your product. Hi. Thank you for calling Linksys. This is Vega, how can I help you today? [silence] Again, let me just confirm if I'm talking, with Rosa Flores.
00:00
Speaker 1
I can only move one at a time because I don't have the plugs to do that. Yeah, I see the power mode is blue. I see that both are only blinking red. Okay, I have one next to
01:00
Speaker 2
And your email name is is Rona Flores at AOL.com. Okay, now let me just confirm, you have three links is devices. So what is the light indicator of the parent node? How about the child nodes? Can you please move the two child nodes, um Rasa closer to the parent node? Okay, go ahead.
01:00
Speaker 1
I already plug and it's still blinking red. What? The child from the parent right now? They're about uh three inches apart. No, actually I can put it two inches apart. Yes. Kind of like one and a half. Father, okay. Okay. I can do that. Done. They are about two two feet apart. Yes. But send it.
02:00
Speaker 2
How far are they from the Parant now? Is it about two or three feet apart from each other? Yeah. Yes. Or inches? Can you please move them further? Or 1 foot. And it's still blinking red? Okay. Now Rosa, can you please press and hold the reset button of the child mode? And observe the light behavior.
02:00
Speaker 1
a reset just press it uh hold hold it. Okay it's off. Okay. Okay the light is off. Yes okay now it's a one blue. Release. Okay. Okay it's blue from this one. Sure. It's blinking now. It's blue blinking. The serial number on this one it is let me see if I can read this. Zero eight, zero D, one zero eight.
03:00
Speaker 2
Yeah, press and hold that and make sure the light blink red. Then it will ghost off and then turn to solid blue. So, when you turn it solid blue, that's the time that you release the reset button. Keep on holding it. Okay, release. Yes. And while waiting for that note to boot up, and it will takes two to four minutes, can Lee provide the serial number? Yes. It's okay.
03:00
Speaker 1
Mm-hmm. Yes. Yes. Correct. I think that's right. I wrote. Yes. Right. No. It's blinking blue. Yes. Okay.
04:00
Speaker 2
Okay, it's 50D for Delta, 10 under Michael. 24 Use for Edward, 04 216. Yeah, I see. And the model number is an MX-2000. And what is the light indicator of the node now? Is it solid purple? It's blinking blue. So, let's just wait for the light to turn solid purple, okay?
04:00
Speaker 1
I don't know what happened. Why did they went off like that bottle. Okay, right now it's solid purple. No, uh, there is solid purple now. Mhm. Okay.
05:00
Speaker 2
Is there a power outage? OK, now go to the parent node, Rasa, and press release the reset button five times within five seconds.
05:00
Speaker 1
two, three, four, five. Okay. Um, it went a little bit red, then it went blue. Solid blue. No, it's still solid, um, blue, I mean, purple, pink, whatever color that is. It's solid blue. Okay. How many times do you want me to do it? Five times to run? Okay. No, it's still solid blue.
06:00
Speaker 2
Okay. Just keep on observing it. And check the light indicator of the child node. Is it start blinking? How about the parent node? Okay. Can we press release the receipt button of the parent node, Rosa? This time, can we do it not too slow and not too fast? Yeah, five times within five seconds. [silence] Yeah, press release, press release, press release, press release, press release, press release, press release, press release. Okay, so the other one is flashing red. That's good. It's setting up. So, can they observe it? No need to do anything. Just monitor the light behavior of the child node and let me know once it turns to solid blue.
06:00
Speaker 1
Just a steady blue? The child mode is uh flashing red okay I can do that Oh it went [ ] okay it is solid look still solid blue
08:00
Speaker 2
Okay, so the parents not visible. How about the child? Okay, it's okay. It's still setting up. So just keep on observing it, OK? And let me know once it turns to solid blue. [silence] Okay. So just keep on observing it for a minute.
09:00
Speaker 1
Oh, sure, let me go, let me go ahead and plug this one and move the other one. That can be done. They're not that far apart from each other. Okay. It's not good. Huge. Where's the clock? Did I lost it? I'm like, I left the plug. It's on the floor. Okay, plug it in. Okay. It is blue. It shows blue.
10:00
Speaker 2
okay, you have not, you proceed to relocate that node and move the other node closer to the parent node for the setup process. Yes. Yeah, and you can leave that one where it's trying to reconnect and move the other node closer to the parent.
10:00
Speaker 1
Yeah. The light indicator on the baby right now is flashing blue. No. No, no, the other one. I already brought the other one here. And it's uh, flashing blue. Okay. Okay.
11:00
Speaker 2
note, for the setup process. but check the light indicator first. if it is blinking red. is that the one that we just relocated and successfully set up? okay. that it's booting up. okay. now press and hold the reset button of this node for let's just say, 10 to 15 seconds. but make sure to observe the light behavior also. make sure the light in blink red goes off, turn to solid blue. so when it turns to solid blue, that's the time that you release or let go of the button.
11:00
Speaker 1
On the baby, what? Yeah, because right now it's flashing blue. That one is flashing blue. The parent is solid blue. Oh, it went to purple. Mm-hmm. Yeah. On the parent. Okay. Okay. Is, uh, it went red and then it went blue, straight blue. The parent. The other one is, um, purple purple. The parent note is blue purple. Like one, two and a half. Uh huh. Okay.
12:00
Speaker 2
Okay, so what is the light indicator of the parent? Know. In the child mode. And how far is it from the parents? Know. Is it one foot or two feet? apart. Okay, that's good. Can we go back to the parent node, Rosa? And release the reset button again. Not too fast or slow. [silence] It works! Thank you.
13:00
Speaker 1
Okay. [silence] It went red and then a little flash and then it went to blue. Blue. Oh no, it's now it's linking. The Child No is purple. Oh, it's flashing purple. Okay. I tried not to bother you guys because I tried to remember the steps. That seems like I forgot what. Cause I even tried to this this happened on Saturdays. I tried to read with the what is it called the modem. I unplugged the stuff. You know, I [mumbles]
14:00
Speaker 2
That's okay. And observe the light indicator of the child node. That's good. Good setting up. So let's just keep on waiting and observe for the light to turn solid blue. Yeah, that's okay. Mm-hmm. Mm-hmm.
14:00
Speaker 1
kind of follow the instructions on the anybody wasn't reading the internet even then the app for the links. um, it was telling me that, uh, there was no internet connection. and I thought yeah there is. So I'm using the. mm-hmm. Okay, thank you. just flush in red right now. they're the baby. Okay.
15:00
Speaker 2
uh-huh yeah it's all right but of course if you need more assistance uh you can also feel free to visit our support site Rasa uh we have support.Linksys.com we have also a Linksys AI agent there but if you can't resolve the issue on your own or by yourself just feel free to call us back we would be happy also to assist you yeah it's okay trying to set up and it will take three to five minutes for a node to set up
15:00
Speaker 1
Okay,
16:00
Speaker 2
Okay. And if it will steady blue for a minute, Rosa, it means it's already set up and you may also proceed to relocate that node back to its original placement. Yeah. Yeah. It's okay. It's all part of the setup. [silence] Yes, it will eventually turn to solid blue. Yes. But is it solid blue now? Okay. Yes. So, you can relocate that one.
16:00
Speaker 1
OK. everyone. Uh-huh. Yeah, this is so good. OK. Yeah, I recorded in the steel area, blue, bottle, the three of them actually. OK. I went one three two. One, one. One, one three two. OK. OK. Thank you very much.
18:00
Speaker 2
Okay, and you can check the other node, Ross, if it is already solid blue. Okay, so let's just wait for that one. And just keep observing it. And while observing, let me provide your ticket number just in case you call this again. So it's 5-1-1-3-2. Yes.
18:00
Speaker 1
Okay. Yeah, they're all blue. Yes. I'm gonna go. No, that's it. Thank you very much. I really appreciate it. and I'm gonna and you too. Thank you. Thank you. Oh, okay, sure. Okay.
19:00
Speaker 2
You're welcome, Rosa. And then check the light indicator for your Linksys devices. And did you already relocate them? So is there anything else that I can help you with? You're welcome and have a nice day. Take care, Rosa. You're welcome. Bye for now. And can you please end this call for me? Thank you. It's okay.
19:00