V2 Rubric Detail — 93997a1c-81f4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 15:31
Duration
26m 2s
Contact
352-989-2688
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00137644
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MX2000

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+28.0)

V2 Grader Summary

The agent successfully resolved the customer's MX2000 mesh setup issue using appropriate troubleshooting (reset, LED verification, 5-press pairing), delivered technically accurate guidance consistent with KB, and maintained professional communication. The customer confirmed both nodes operated correctly, resulting in a fully resolved case without escalation or critical failures.

V1 Case Analysis

Configured MX2000 mesh system: performed factory reset, 5-press pairing, added second node, confirmed Wi-Fi connectivity.

Troubleshooting Steps
  • Collected customer details and serial number
  • Instructed power-cycle and 5-press reset of the parent node
  • Verified Wi-Fi SSID and password, confirmed internet connectivity
  • Repeated 5-press pairing for the second node and confirmed solid blue status
  • Answered static IP and remote-access questions
Key Observations
  • Agent correctly used the 5-press pairing method for MX2000, which is documented as valid in KB
  • Customer experienced confusion due to ambiguous instructions about which node to press and when
  • Serial number was captured but transcription clarity was low; agent did not reconfirm full accuracy
Positive Highlights
  • Successfully resolved the core issue: parent node reset and online, second node added to mesh, internet confirmed working
  • Collected all necessary customer information and provided a valid ticket number
  • Correctly applied the 5-press pairing method for MX2000, which is documented in KB
  • Properly explained limitations of remote access and static IP reservation support
Agent Errors / Gaps
  • Unclear guidance on which node to perform the 5-press reset, leading to repeated attempts
  • Did not explicitly confirm that the child node was in pairing (solid blue) state before asking for another 5-press on the parent

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms 'congratulations, you've successfully added this one as an extender' and customer verifies solid blue LED and functional internet connectivity.
R2 Met Diagnostic thoroughness conf 97%
Agent guides customer through resetting the node, checking LED states, performing 5-press pairing, verifying Wi-Fi SSID/password, and confirming connectivity before concluding.
R3 Met Correct resolution path conf 96%
For MX2000 (Intelligent Mesh), agent correctly uses 5-press pairing method per KB guidelines, aligning with product capabilities and support options.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies pairing failure symptom (flashing red LED), asks targeted diagnostic questions (LED state, setup status), and narrows cause to requires 5-press reset.
T2 Met Appropriate tools / resources used conf 94%
No external tools required; agent uses visual LED feedback and on-device instructions appropriate for mesh-node pairing scenario.
T3 Met No misinformation conf 96%
Agent provides accurate 5-press instructions for MX2000, correct Wi-Fi SSID/password guidance, and confirms connectivity — all consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent opens professionally, collects necessary info, maintains call control throughout troubleshooting, and confirms resolution before closing.
C2 Met Confirmed understanding conf 94%
Agent uses plain language ('solid blue means connected'), checks understanding after key steps, and re-explains concepts when customer expresses confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, performs all troubleshooting without transferring, and honors commitments (ticket number, follow-up guidance).
O2 Met Proactive follow-through conf 95%
Agent provides ticket number (LTF0137644), sets expectation to wait for stabilization, and confirms next steps (placing second node) before ending call.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; this is confirmed first contact with no handoff or continuity requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue resolved completely at L1 with valid troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation executed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent uses empathetic phrases ('no worries there', 'thank you very much'), remains patient during instability, and celebrates success with customer.
X2 Met Tone & rapport conf 95%
Agent matches customer's pace, confirms comprehension after key steps (e.g., Wi-Fi name verification), and adjusts explanations when needed.
X3 Met Overall experience conf 95%
Agent minimizes customer effort by guiding resets and pairing sequentially, avoiding unnecessary repetition or holds.
Call Transcript46 turns · 48 lines
Speaker 1
okay for purchase a new router and i'm looking for assistance to configure it to set it up uh the model number is a mx2000 oh actually i have two of them however um it's a double but a square footage uh but i don't have another I'm sorry but I prefer two correct but I'm only installing one right
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. so, what do you think? all of your links. how many links' systems devices did you purchase? A bundle of two. It's a bundle of two. Thank you so much.
00:00
Speaker 1
right now. Okay, great. Now, with the extender, do I still need to plug it into an Ethernet cable? Perfect. Okay, great, that's good to know. I did not know that. Yes. It's my first time. Okay. Your first name's Junior, J-N-I-O-R. Last name is Nassim, N-A-S-I-M N-A-S-I-M
01:00
Speaker 2
no worries there. If you're might not be aware, what you have there is we call a mesh system where the main one acts as the main router and the other one acts as the extender to extend your network. All right. No, that's the beauty of the extender, it can be wired or wireless. So, before anything else, no worries there. So, before anything else, can I also ask, is this your first time calling lynsis? All right. Since this is your first time, I'll just have to create a new record for you, just in case you need to call us back, we can already pull a record. Can I have your first and last name? I'm sorry, what was the last name? Nason. Interesting. Thank you so much. [silence]
01:00
Speaker 1
That is correct. Fifty D 10 M26, Charlie 26 414. Correct.
02:00
Speaker 2
So once again, it's Junior Nazem And what about the email address? [silence] Thank you so much, junernazin@gmail.com And the phone number that you're currently calling is 352-989-2688 [silence] All right. Can I have the serial number of your new MX 2000? [silence] 50 Delta, 10 Mary, 26 Charlie, 26414. Is that correct? All right. And may I also know who's your internet provider?
02:00
Speaker 1
spectrum it's plugged in with the power cable and the ethernet cable as well yes a week ago Hold on one second July second I have both
03:00
Speaker 2
reader spectrum all right thank you so much for that one right now is your MX 2000 plugged in or not plugged in yet and the ethernet cable is connected to the port that the internet right all right when did you purchase the product If can you recall the specific date July 2nd thank you so much. [silence] Thank you So right now only one out of two is turned on [silence]
03:00
Speaker 1
sure, hold on one second, let me unplug it. Okay, that's unplugged. The light on the first one is a purple, purple light. Okay, five times. Five times in the reset, right? [silence]
04:00
Speaker 2
Plug the other one since we need to make the first one work.
04:00
Speaker 1
okay. it's clear. it looks like a, well, it's look like a light blue. like, uh, it's pulsing. it's pulsing. I'm reading the instruction. it looks like it's connected. huh? it's still pulsing. yeah. okay, it's pulsing. the problem, the accident process. no, it's still pulsing.
05:00
Speaker 2
After you did the first release, wait a second. Five times. What's the light right now? Is it pulsing? What's the reaction right now? A solid blue means it's connected. The pulsing means it's trying to configure itself. Tell me if it stopped pulsing. While waiting for it, here's your ticket number as well, which serves as your reference just in case you needed to call us back. Whenever you're ready, I can provide it to you.
05:00
Speaker 1
Okay. Oh, sure. Go ahead. 7644. Okay. It's actually blue now. Solid. Okay. Okay, actually it's the July the 8th, I have it right now. July 8th. Okay. Okay. Okay, well do. It actually changed out from uh, blue to red.
06:00
Speaker 2
Your ticket number is L like Lima, T like Tango, F like Sierra, 0013, 7644. Okay, all right. Wait for one more minute. Don't do anything. We just need to make sure that it stays that same color. We'll also be sending you an email to verify a copy of the receipt. This is just to validate the data purchase, nothing else. All right. Thank you so much. We'll be sending a copy of, I'm sorry, we'll be sending an email as well. And please just attach a screenshot there. Is it solid red? Condensed.
06:00
Speaker 1
solid. Yes, I do. can you get the laptop? your laptop. Or do I need to reset the modem for, uh, for Spectrum modem? do I need to reset that, or no? N no, it's just, it just disconnected, disconnected their, uh, their router. that's about it. Does the Spectrum say to reset their modem after changing? Yeah. Okay, so did it say to reset there? so maybe I should try doing that first. This is the reset the modem. Okay, turn it off.
07:00
Speaker 2
You have to wires. is a modem. All right. Was there any changes made on your spectrum. Yes, you can. You can reset your modem. And in the meantime, you can also turn off the Linksys while resetting the modem.
07:00
Speaker 1
Okay. Okay, I did that. I, Okay, I just reset it. ... Okay, I just reset it.
08:00
Speaker 2
Yes, just unplug it from the power. Go ahead and try and reset your modem.
08:00
Speaker 1
just pull it out. Mm, there's a little. on. yes there is the power, yeah, yeah the Power light is the Power line is on and it says online is is on as well yes it's the online is flashing. okay.
09:00
Speaker 2
Alright, let's make sure that your modem is working back again. There should be some light indicator that it's all working, is that correct? [silence] Blinking lights. [silence] Is it flashing or is it solid? Alright. On your modem, I believe it should stay as a solid light, which indicates that it's working. So let's just wait for it to stop blinking.
09:00
Speaker 1
Okay, it's solid now. Okay, turn it back on. The blue light is solid as of right now. Oh, it's just started.
10:00
Speaker 2
Now, try turning on your links.
10:00
Speaker 1
OK, it's blinking now. OK. Change to red, it's flashing red now. oh no it's blue now. change to blue. yeah oh not yet. still [silence]
11:00
Speaker 2
All right. Tell me if it stops blinking. [silence] It's currently flashing red. Green and blue. [silence]
11:00
Speaker 1
Solid blue. Right now. Yes. solid blue, right now. Yes. okay perfect. No changes, it's still solid, solid blue. I'm sorry? It just changed to red now. No, it just flashed, it went back to blue. It's solid blue right now. Correct.
12:00
Speaker 2
Let's just wait for one more minute to make sure it stays that same color. No changes so far. All right. Keep on observing it. Keep on observing it. Is it on a solid red light or flashing red? Right now it's solid blue.
12:00
Speaker 1
Thank you. I'm gonna have my computer. I'm checking now. Are you connected to the internet? I'm. Oh, see?
13:00
Speaker 2
All right let's just keep on observing it for one more extra minute, since it seems to be unstable. [silence] In the meantime, if it's still staying on solid blue, the Wi-Fi name should show up. So go to your phone, double check on the Wi-Fi settings, can you see a Wi-Fi name that says Linksys Setup? [silence] Were you able to find it?
13:00
Speaker 1
No, I don't I don't see the name as yet. Let me uh uh hang on one sec. Let me just check it again to see I don't see any. I don't see any I don't see anything that says Seincess. Oh, Veloe setup. Yes, yes, Veloe setup I see. See yes, Veloe setup, I do see. Yeah. Seek. Did I give you the last three last three numbers or no? Let me see can I see let me see the picture that you sent me for the bottom of the Wi-Fi? Uh, yes, it's the same name. Okay, great. Let me try it now.
14:00
Speaker 2
It should either say, link set up, or velup set up. Nothing on both. All right. And the password on that same WiFi name. Can you look underneath the link node as well? Does it match that WiFi name? All right. If it's gonna ask for a password, that password is the one you'll be using. Try and see if you can
14:00
Speaker 1
that, opportunity? looks like it, yes, I yeah, 21. yes, I'm able to connect. I'm sorry, wait a minute. I'm sorry, it says incorrect password here, but it says, hang on one second, let me just, okay, I think I see where it is, not, face, lowercase. yes, I'm connected
15:00
Speaker 2
Inconceit [silence] All right, double check. Now, to make sure that it's working, just go online like YouTube, TikTok or.
15:00
Speaker 1
Okay, great. I'll let him know. Yes, it works. Yes. No, I would like to add the second as well. Okay, I have it plugged in. Uh, no, it's actually flashing.
16:00
Speaker 2
Anything that functions with Wi-Fi to see if it works, perfect. Now, do you still wish to add the second node or would you like to just use this one? All right. Can you turn it on next to the parent node? Try to make the light is on a solid purple light.
16:00
Speaker 1
Okay. [silence] Is it still flashing? Okay, now it's purple. Okay, and this is the second one, correct? That I'm doing this on? Not the first. Oh, the first one, the one that we did prior, press that five times. Okay. Okay. Okay, let me just walk back over here. Okay. All right, so the first one that's working now, I have to push it.
17:00
Speaker 2
No worries there. [silence] Now, go to the parent node. [silence] On the parent node or the first node that we made working again, um, sorry, working now, you're going to do the five press on it once more. Press, release, wait a second. Press, release, wait a second five times on the reset button. First one. Yes. Yes. [silence]
18:00
Speaker 1
... this five times. Okay, I did that. Yes, it's blinking. Okay. No, the trial code is still solid purple.
19:00
Speaker 2
All right. Did your parent node start blinking? Now double-check if the child node also started blinking. [silence] It hasn't blinked yet. Is that correct?
19:00
Speaker 1
[KEEP_UNCERTAIN] That is correct. Do I need to have, have them within, within closer range? No, they're not. Oh, okay. Okay. Let Let me, let me move it, fold it over then. [silence] Okay. I have them both in the same room now. Okay. [silence] Okay. We're purple now. Okay. Okay. The the child note is actually flashing purple now.
20:00
Speaker 2
Now, do the fiber press again on the main node or the parent one. [silence] Perfect, let's just wait for three to five minutes until it's done flashing.
22:00
Speaker 1
Okay. In the meantime, can I ask you a question? Once this is configured, would I have any issues with static IP changing on this thing at all, or? Or no? Yes. Yes. I have a static IP on my camera system. Oh, so I'd have to go and set it up.
23:00
Speaker 2
Can you explain more in regards to static IP? Are you referring to your devices? do you have some static IPs reserved for your devices? I see. you can manually set those up on your web interface for this Linksys device. but in in terms of yes, but in terms of general usage,
23:00
Speaker 1
Okay. So I'll leave it the way it is then. Okay, perfect. Right. Okay, perfect. Thank you very much for that. Okay. And I'll that's for example, in my work. Would I be able to access it remotely or I have to be look would I need to be local? Local access. Okay. Good to know. Okay. I'm sorry. Uh, it's red flashing. Now it's below yeah, now it's below. Solid blue.
24:00
Speaker 2
Yes, it should have no problems as well. Yes, but if you have any more concerns like let's say it might happen one day or two, you can easily just call up back as well. You don't need to worry since your MX 2000 has a feature where it allows you to preserve some IP addresses. It only honors local access. Yes, it's for security purposes. What's the light on your child node? What's the light on that child node right now? Alright, and the parent node remains solid blue.
24:00
Speaker 1
OK. OK. just change back to red. splashing blue. OK. solid blue now. great. OK. terrific. OK. I will do. Thank you very much. for help you have been great. Yes. it's a thank you very much. for help. OK. bye bye.
25:00
Speaker 2
Wait for two minutes, let's make sure it stays that way. Uh-huh. Keep on observing it. Perfect. So, congratulations, you've successfully added this one as an extender. If you might be wondering, what do you need to do with this one? You just need to simply unplug it and place it to a room, where as let's say, for example, your kitchen is having some poor connection, you can place it there. All right. Is there anything else? Perfect. If there's nothing else, once again, thank you for calling linksys as well, and enjoy your network. Take care and have a great day.
25:00