V2 Rubric Detail — 938413da-7979-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:30
Duration
7m 20s
Contact
763-360-8057
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall77.6% (+3.6)

V2 Grader Summary

The agent correctly diagnosed a blinking-red child node and provided accurate reset-and-pair steps per KB guidance, demonstrating ownership and clear communication. However, the call ended before confirming the node was successfully re-added, and no follow-up commitment was established despite the unresolved state, resulting in a partial resolution.

V1 Case Analysis

Customer reported a child node blinking red on a Linksys Pro 6E mesh system. Agent guided through factory reset (15-second hold), waiting for solid blue, then using parent’s pair button to re-add. No verification of success. Call ended without collecting model/serial or confirming resolution.

Troubleshooting Steps
  • Confirmed parent node is online (solid white).
  • Advised a 15-second hard reset of the child node.
  • Instructed to wait for solid blue ready state.
  • Guided to press the parent’s pair button for one second to re-add the node.
Key Observations
  • Agent gave correct, model-appropriate reset and pairing instructions for a Pro 6E mesh node.
  • No verification of the fix was obtained before ending the call.
  • Agent did not collect product model number or serial number, despite discussing a specific product (Pro 6E).
  • Minimal empathy or acknowledgment of customer frustration; communication was transactional.
Positive Highlights
  • Clear, step-by-step technical guidance.
  • Accurate use of the 15-second reset and pair-button method for a Pro 6E system.
  • Efficient call flow with no unnecessary loops.
  • Correctly advised against using the Linksys app for node addition, directing to hardware method.
Agent Errors / Gaps
  • Did not collect product model number or serial number (protocol gap — model was mentioned but not recorded).
  • Did not confirm that the node successfully re-joined after the steps.
  • Minimal empathy; no explicit acknowledgment of customer frustration or confirmation of understanding.
  • Did not verify customer access to the physical device or ability to perform steps before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided reset and pairing steps but call ended before confirming node was successfully re-added or online.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about main node status and gave reset/pairing steps but did not verify child node's LED state, power, or placement before prescribing action.
R3 Met Correct resolution path conf 97%
For a blinking-red child node on a Pro 6E mesh, resetting 15 seconds and using the pair button on the parent node is the correct resolution path per universal_mesh_full_rebuild.md.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (blinking red child node) and asked about parent node status, but did not probe further (e.g., power, LED states on child, recent changes).
T2 Met Appropriate tools / resources used conf 96%
No tools were necessary or feasible for this manual reset/pairing issue; agent correctly relied on on-device actions per documented procedure.
T3 Met No misinformation conf 97%
Instructions (hold reset 15s, wait for solid blue, press pair button 1s) match universal_mesh_full_rebuild.md for MBE7000 series; Assessment 3 confirms technical accuracy.
Communication
C1 Met Clear & professional language conf 96%
Agent opened call, confirmed purpose, guided step-by-step, maintained control, and closed politely without unnecessary holds.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, repeated key actions, and confirmed understanding via customer repetition (e.g., 'yes', 'uh-huh').
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the issue from start to close, provided complete workaround, and did not transfer the call.
O2 Partially Met Proactive follow-through conf 89%
Agent gave steps but did not set clear expectation for customer to confirm success or call back if failed; no follow-up commitment made despite unresolved state.
O3 Not Applicable Closure confirmation conf 100%
First contact on this case; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a child-node pairing issue resolvable 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 89%
Agent remained polite but offered limited empathy (no explicit acknowledgment of customer's frustration or repeated effort).
X2 Met Tone & rapport conf 94%
Agent matched customer's pace, used simple terms, and kept engagement high by confirming each step as customer repeated it.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, minimized steps, and gave a direct path forward without adding customer effort.
Call Transcript11 turns · 12 lines
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. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
00:00
Speaker 1
Yes, I have a question, I have a couple of your Linksys the pro 6E mesh Wi-Fi things, routers.
02:00
Speaker 2
hi, thank you for calling link wits. This is Joy. How can I help you today?
02:00
Speaker 1
Yeah, yep that's white. So should, so I should take that, take that one off and then add it on again? [silence] Well, I'm not, the problem is I'm not, I'm not there. So I, I can't. That's uh, sorry about that. But I just thought you might have, might have an idea.
03:00
Speaker 2
Okay, I see. But how about the main node, the one that is connected to your modem? Is it still solid white? OK, I see. So yup, you need to reset the child node back to its default setting. And then we will just going to readd it, since your main node is online. So yeah, that's easy. That's pretty, um, easy for that. Yeah. Mmm. Yeah. So where is it located right now? Okay, I see. That's all right. But, huh? Yes. Um, make sure that you just have to plug in that node right next to the main node or at least two,
03:00
Speaker 1
Okay, so when it's blinking red, when it's blinking red, then I hold the reset, but I I know the reset buttons on the bottom of the the thing. And then just hold it for 15 seconds, you said. Okay. Yeah, because I have the I have the linksys app too. And I was kind of I was adding it through that, but I think I'll do it I'm gonna do it your way and and try that. OK, and that's what they call that the child node with the Ethernet. OK. All right, so just to be sure, I'm gonna put it right next to the parent and then and then turn it on and wait till it's blinking red and then reset hit the hit the reset button and hold that for 15 seconds. And then then I do something I I I didn't catch what I did with the adult
04:00
Speaker 2
Yes, because for the Linksys app, for our latest update, um, adding a child node is no longer available. So, just use the method that I've instructed you to add your child node. Yeah, the child node is the one that doesn't have any ethernet cable and the parent node is the one that is connected to the modem. Yes. Uh-huh. Uh-huh. Mm-hmm. Yes. Yes.
05:00
Speaker 1
[silence]
06:00
Speaker 2
After you press and hold the reset button for the child node for 15 seconds, it will reboot again. It will have a blinking blue light, then wait for it to turn solid blue. And then once it turns solid blue, you press the pair button on the main node or on the parent node for one second only to add it. Yes. Yes, the big button is the pair button. It doesn't have a label, so you might get confused but the big button on the the center. Yeah, just, yeah, just press it for one second on the main node only. [silence]
06:00
Speaker 1
Thank you so very much for your help. Yes, that's fantastic. Thanks again. Thanks. Bye-bye. [silence]
07:00
Speaker 2
You're welcome sir, if you need more help just feel free to call us back if you need help on adding, okay, you're welcome, have a good day, bye.
07:00