V2 Rubric Detail — 92e4642e-710a-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 02:56
Duration
39m 10s
Contact
Stephen Rice
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
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 (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication3.75/5
Ownership3.57/5
Escalation0.00/5
Customer Exp3.57/5
Overall54.7% (+32.7)

V2 Grader Summary

The agent applied correct technical procedures (reset, 5-press, app use) but failed to resolve the node connectivity issue. Key diagnostics like modem-WAN verification were skipped, and no escalation occurred despite customer frustration and unresolved state. The call ended without a working solution or clear next step, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reported three MX6200 child nodes stuck red/flashing after Comcast modem reboot. Agent performed non-standard resets, gave incorrect advice about modem registration, and did not verify modem/WAN status. No resolution achieved; customer disengaged.

Troubleshooting Steps
  • Advised 25-second reset of the child node (non-standard duration).
  • Guided through 5-press reset on the parent node (valid for MX6200 per KB).
  • Instructed to use the Linksys app to add the node.
Key Observations
  • Agent never verified modem/WAN status before troubleshooting mesh nodes—critical omission per universal_isp_modem_diagnostics.md Step 1.
  • Provided factually incorrect advice: 'You need to register your modem to make it work with the Linksys' ([14:00])—modems are not registered with Linksys; this contradicts KB guidance.
  • Used non-standard terminology ('five breaths' instead of 'five presses') and advised a 25-second reset instead of the standard 10–20 seconds per universal_factory_reset.md.
  • Failed to collect serial number or confirm warranty status despite clear relevance to troubleshooting and escalation.
  • Did not offer escalation, callback, or any valid next step after repeated failures—call ended with customer disengagement.
Positive Highlights
  • Identified the correct product model (MX6200) early in the call ([01:00]).
  • Attempted to use the 5-press method, which is valid for MX6200 (fw ≤ 1.0.6) per universal_5press_models.md.
  • Acknowledged customer frustration and apologized for the inconvenience.
Agent Errors / Gaps
  • Did not perform basic ISP/modem connectivity test (Step 1 of universal_isp_modem_diagnostics.md).
  • Provided materially false technical advice: claimed modem must be 'registered with Linksys'—no such process exists per KB.
  • Used incorrect and confusing terminology: 'five breaths' and '25-second reset'—contradicts KB reset procedures (universal_factory_reset.md).
  • Did not escalate or offer a callback despite complete failure to resolve and customer frustration.
  • Gave incorrect LED interpretation: claimed 'flashing white' means 'trying to communicate'—per velop_wifi_connectivity.md, blinking white means 'pairing/update in progress', not communication attempt.
  • Did not verify if PPPoE or VLAN settings were needed after modem reboot—common cause of mesh failure post-ISP swap per universal_isp_modem_diagnostics.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call stating 'I'll figure this out' and nodes remain offline; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed resets, 5-press, and app guidance but skipped critical steps like testing modem directly or checking WAN status.
R3 Partially Met Correct resolution path conf 88%
Agent continued troubleshooting for OOW device, but failed to escalate after repeated failures despite customer frustration.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified node LED states and suggested pairing steps, but did not diagnose root cause (e.g., ISP/modem issue).
T2 Met Appropriate tools / resources used conf 95%
Used correct tools: reset button, 5-press method, Linksys app — all appropriate for node re-pairing scenario.
T3 Met No misinformation conf 97%
Instructions for 25-second reset and 5-press on MX6200 are technically accurate per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained conversation but lacked structure, had long silences, and failed to set clear agenda or control flow.
C2 Met Confirmed understanding conf 93%
Used empathetic language, avoided jargon, and matched tone to customer’s frustration level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and attempted multiple solutions without passing responsibility.
O2 Not Met Proactive follow-through conf 94%
Offered only 'schedule another call tomorrow' which customer rejected; no concrete next step or follow-up plan established.
O3 Met Closure confirmation conf 92%
Referenced service history correctly (MX6200, node count), avoiding repetition of known facts.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
After extensive failed troubleshooting, agent should have escalated to engineering but did not.
E2 Not Met Escalation prep & handoff conf 96%
No escalation executed, so no details provided or customer informed about next-level support.
Customer Experience
X1 Met Customer effort minimised conf 97%
Repeatedly apologized and acknowledged frustration: 'I'm so sorry for that inconvenience', 'I understand'.
X2 Met Tone & rapport conf 93%
Maintained calm, apologetic tone throughout, adapting to customer’s emotional state.
X3 Not Met Overall experience conf 95%
Customer had to move furniture, wait minutes for slow processes, and repeat attempts with no success.
Call Transcript64 turns · 68 lines
Speaker 1
Yes, I've had Linksys products for years. And every time there is an issue with the modem from comcast and it comes on, it resets itself, and then it causes everything else, including this camera on my switch not to work. And I have to take the camera offline and wait for it to come back online afterwards and then re-enter my password.
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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on issue. 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. [silence] Thank you for calling Linksys. This is Abby, how can I help you? [silence]
00:00
Speaker 1
My my primary node is hardwired right into the the modem the the the first node has got a white light now, but the rest of them have read, I can't get them to hook back up. And this happens all the time. You would think in 2026, these things would hook back up automatically. They don't hook back up automatically. So, I can't get I can't get the I can't get the the parent node is white light. I can't get the I can't get the next closest one to turn white. Yes. Well, you know more than me. I don't I don't
01:00
Speaker 2
Okay. I see. So, you have an MX 6,200. Is that right, sir? [silence] Yeah, because I just pulled up your service history, as well. Your MX 6,200
01:00
Speaker 1
Yeah. Yeah, I don't memorize all these things. Yeah. Correct. Correct. Correct. Correct. Correct. Well, right well right now, I've got I've got one parent and three other nodes. I have four, right? You have that? No, I have four. Yep, I've always had four. Your notes should be up.
02:00
Speaker 2
you record uh... and it is yeah okay uh... this is under stephen rice and email address is the as a rice 51 at comcast.net. so you have an mx 60 200. so you have three nodes in total. so right now two of your uh... foams are i mean two of your nodes are not working correct to have the noted uh... it's actually three years. so you have three nodes that includes the parents you have four in total okay
02:00
Speaker 1
Up-to-date, as for... just a minute, just... hang on a second. One, two, three. I... yes, I have one parent and three other ones. And that should be in your records, because I have gone through this several times and it's just so frustrating. It's like I don't want to deal with Linksys anymore. Well, it's... it should hook up extreme... you know, re-hook up extremely easily. They don't hook back up. And they're not very far away from the parent node and the two that are the farthest away, they hook up to each.
03:00
Speaker 2
Okay. All right. It's okay. So, right now, two of the two of the child nodes are not working. I'm so sorry for that inconvenience, which arrives. So.
03:00
Speaker 1
So, anyway, how do I get a node that's 15 ft away from the parent node to hook back up to it? No, it's not. No kidding. Yeah. So how do I do it? How do I do that? How do I - I got a - I got a solid red light. yeah. Unplugged it, hit the little button five times. Yah, yah, yah, yah, yah. I've done all that stuff. It's just sitting there with a red light.
04:00
Speaker 2
Well, 15 ft away is not that far. As long as yeah, it should be able to connect. yes, it should be able to connect. I mean, as long as it's getting a signal from the parent node, then we should still be able to have you tried, um turning it off and turning it back on?
04:00
Speaker 1
five six yes it's the right it's very close to the parent node it's six feet away five feet away now the parent now the now the now the parent node is flashing what does that mean
05:00
Speaker 2
Okay. Yeah. If you do the the five breaths, sir, you need to, yeah, cuz, cuz right now there's no connection. If you're going to re, um, reconnect the child node to the parent node. Uh, if you're trying to do the five breaths, it needs to be like five to six feet away. Okay? and it's still solid red. Even if you, if even if it's close to the parent. If it's flashing white, it's trying to communicate, sir. It's trying to pair.
05:00
Speaker 1
there yeah why don't we just do let's just do one it's it's it's 11:00 at night here let's just do one node it is yeah for 25 it used to be you pressed it five times but that's not that's not the answer huh?
06:00
Speaker 2
okay we need to move okay the the two child nodes are are uh both read right now so we need to move it closer to your parent node like 5 6 feet away okay all right so let's just do one node so make sure that um it's it's 5 to 6 feet away so once you're close to the answer um note we need to to perform a reset first on that child node okay so do the um to do the reset your kindly press and hold the reset button for 25 seconds so no we need to reset it first we need to reset it first
06:00
Speaker 1
okay, well I'm pressing it. You tell me when to let go. okay, got a solid blue light. It's now flashing.
07:00
Speaker 2
So, press the reset button first for 25 second. [silence] You may let go. Okay. Okay, so we'll just wait for the light to turn solid, sir. Solid purple or solid blue.
07:00
Speaker 1
Is there another system that hooks up automatically? Because somebody like my wife has not a clue and she just ends up throwing all of this stuff in the trash. Okay. So I've got a solid blue now. What we'll do the what? Okay.
09:00
Speaker 2
[silence] Okay, you have a solid blue now, all right. So, what we're going to do next is we'll do the five press on the parent node, okay? That would be the main one. We will do a five press on the parent node. So, to do the five press, kindly press the reset button five times on the parent node. So, it's like press, release, press, release, press, release and do it five times. Okay?
09:00
Speaker 1
it's flashing white. [silence] the other one's still solid blue. [silence] still flashing white, still solid blue.
10:00
Speaker 2
It's okay. Okay. It's still solid blue. It's not blinking.
10:00
Speaker 1
Correct.
11:00
Speaker 2
linking. Okay. It's trying to communicate, okay, but we need to wait for the light to stabilize first. We need to make sure it's solid, sir.
11:00
Speaker 1
Have you all got a better system than this? Yeah, but do they [silence] do they hook back up? [silence] do they hook up better?
13:00
Speaker 2
Well, [silence] uh we have the that the MDE7000. which is a Wi-Fi 7 router. [silence] This is er more advanced than the MX6200. Yes. But they you uh it's not just plug and play. You need to uh uh set up just like this. Um it's not not uh
13:00
Speaker 1
Well, it's a Comcast router. I mean a Comcast modem. And I'm hooked, I'm hardwired to the first node. So the first node, the parent node is solid white. The other one is still blinking white.
14:00
Speaker 2
All routers need to be set up sir. You need to register your modem to make it work with the Linksys. And even with other brands, you need to, like set up the routers. Because it's just not plug and play. Modem. Yes. Okay. But it's still blinking white. Okay. Yeah. [silence]
14:00
Speaker 1
So when I have to do the other two nodes, what's the protocol?
15:00
Speaker 2
[KEEP_UNCERTAIN] Sometimes it takes a while like five minutes before it establishes a connection, especially for doing the the easy setup. So, but the blinking white is a good indication, Sir, because that means it's actually communicating now with the with the parent node. So, the it's just not paired completely. So, we'll just we just need to make sure it's solid white before we'll before we can say that it's it's connected. It's completely connected.
15:00
Speaker 1
Do I open up the app and add a node? Right. Right. Right.
16:00
Speaker 2
You can do this way because this one is easier compared to the adding it to the app. So, once you once you move the or once you gather the nodes closer to the parent node and if you can you only do that to those nodes that are not connected, okay? When I say not connected, the nodes that are red. It's showing red, okay? If it's if it's if it's white, then that means it's connected. No need to do anything with that. So, if the nodes are red, you can just move them closer to the parent node and then perform a reset. Press the reset button for 25 seconds. So, once the the light is solid.
16:00
Speaker 1
Again, so The first node won't lose Connection. still blinking white. I can do one. I can't do The I can't do the [ silence ]
17:00
Speaker 2
then you can perform the five press by pressing the reset button five times on the parent mode. And, it won't lose the connection. Once it's connected, it's not going to lose the connection. You can relocate that first node. Once that is connected, you may relocate that back to where it was before. So, while waiting, would you like to set up the the other nodes? So, [silence] while waiting, would you like to set up the the other nodes? I'm [silence] Yes. Oh, Okay. Oh, okay. [silence]
17:00
Speaker 1
the last one, it's pretty far away. I'm gonna look at one of them. I'll be right back. [silence]
18:00
Speaker 2
Okay. so as long I you remember. just do the same thing on the the last one, because it's just the same progress. Okay.
18:00
Speaker 1
Yeah, I can't get to the second or third one, because I have to move some furniture to get the plug out of the wall. So I can't do that right now. Um, this one's still blinking white. Yeah. Not the parent. but the closest node. Yup.
20:00
Speaker 2
Okay. That's alright. Yeah. Still blinking white. Can we do you have the the link this app installed on your phone? [silence]
20:00
Speaker 1
Yes, you want me to? [silence] Well, it says there's three offline.
21:00
Speaker 2
Okay, try to open it, sir. And check if that child node is actually online.
21:00
Speaker 1
07511 75. 5 and this one. Yeah, three of them are still offline.
22:00
Speaker 2
the did you just open the [silence] okay so if it's still continues if it's still the if the child note is still blinking white so try to unplug it from the power outlet wait for 30 seconds before plugging it back in.
22:00
Speaker 1
alexa give me a 30 second timer 30 second timer starting alexa [silence]
23:00
Speaker 2
Okay, can we plug it back in? I'll come again, sir. Yes. May I understand, sir? [silence]
24:00
Speaker 1
you know this connecting these should be fast and simple and flawless but this yeah this is ridiculous sigh n o it's blinking blue
25:00
Speaker 2
Yes. And again. Right now, after we power it back on, it's still blinking white. Okay. OK, we'll just wait for it to turn white.
25:00
Speaker 1
No change.
28:00
Speaker 2
It's still blinking red? All right. So, here's the thing, sir Stephen. Can we do the reset one more time on the trial note again for 25 seconds press hold it.
28:00
Speaker 1
So, slow blinking blue. Which note, this one? This one that we're working on. What What color, are you wanting to see solid?
29:00
Speaker 2
Okay. So we'll just wait again for the for the light to turn solid and then we will be using the links as app Sir to add the node. Okay. The child doughtoe. Yes, that's right. Um that should be solid blue.
29:00
Speaker 1
Okay, it's solid blue now. It's open.
30:00
Speaker 2
okay, solid blue. Now, can we open up the Linksys app? All right, and then click on the menu menu bar.
30:00
Speaker 1
Yeah. Yeah. Yep. Yeah. Yeah. Yeah.
31:00
Speaker 2
Three lines, then look for, Set Up a New Product. And down below, there's Set Up a New Product. And then click and add a node to link this. Right. Click Next again. Okay. So it takes time for it to search for the child node.
31:00
Speaker 1
Nuts, it's the slow blinking blue. But, it says, this could take 4 to 6 minutes. That's unbelievable. It takes that long. The parent node is flashing white now. The child node is flashing white now. They're both slow. The progress bar is only about 1 tenth.
32:00
Speaker 2
Yes, sir. That is correct. Okay. The reason why sir, it normally takes up to six minutes, because it's still looking for some nodes. All right. Nearby. That's what they programmed it to, up to six minutes.
32:00
Speaker 1
Progress bar is about a third of the way. Both are still flashing white. Okay, so we didn't find any nodes. We didn't find any nodes. They're both flashing white. this is ridiculous. yep, it says it didn't find any nodes. not okay. try again. [silence] yeah, I'm not going to. it's it's 11:30 at night.
34:00
Speaker 2
but how's the light?
35:00
Speaker 1
Mm-hmm. Well, it's uh getting really too late now.
36:00
Speaker 2
[KEEP_UNCERTAIN] I understand. Oh, I'm sorry. We're actually trying to have this resolved. But it seems that the devices are just not communicating. So that's why we need to try another way. We need to try all the possible troubleshooting steps for us to just add those nodes back to the parent nodes. I know. But yeah, I understand that. So would you like to like schedule another troubleshooting tomorrow?
36:00
Speaker 1
No. I will, uh, I'll figure out what to do. I'll figure this out. All right, thanks for your time. Yeah, yeah. You have to imagine, I'm sitting, these two nodes are three feet apart. I'm, I'm sitting right here on the ground with them. You know? This is a piece of equipment. It, it should be, it should hook up almost instantly. Well,
37:00
Speaker 2
Okay. I'm really so sorry for this, Mr. Stephen. Well, um, yeah, you can always give us a call back. I know I know. Yes, uh, if it's really working, sir, yeah. We we've tested these nodes. We've we've tested these devices. It should, uh, as long as the um, it's it's working, uh, it should connect right away as long as there's no problem. But, uh, right now, you're you're you.
37:00
Speaker 1
Yeah, my, my, my Internet provider lost, I don't know, communication to the to the modem today. And that's when everything went wrong. And I've unplugged the modem twice. I have television and I had Internet, but I don't have Wi-Fi connection here. You know what I'm saying? Yeah, it's, yeah, well, it shouldn't be. This is 2026. It should hook up immediately. Reconnect reconnect itself. Okay. I'm going to hang up now. Appreciate.
38:00
Speaker 2
I have a device that seems to not be cooperating. [silence] Yep. [silence] That's a common case, especially if there's like a power outage or downtime with your internet provider.
38:00
Speaker 1
with your help. Thanks. You try to do the same.
39:00
Speaker 2
Okay. Well, thank you so much for your time and your patience, sir, Stephen. You do have a good day, sir. Thank you for calling.
39:00