V2 Rubric Detail — 948ce170-7a4c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 21:41
Duration
20m 13s
Contact
917-324-7017
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+20.5)

V2 Grader Summary

The agent correctly diagnosed hardware incompatibility between the standalone MX4300 and MX4200 mesh nodes and provided technically accurate, actionable steps to resolve it using the compatible MX4200 units. However, the resolution was not confirmed, and communication lacked empathy and structure, preventing a full resolution rating. No auto-zero is warranted — no critical failures occurred.

V1 Case Analysis

Customer unable to get MX4200 mesh nodes online after ISP change to Verizon 5G Home. Agent advised removing non-existent MX4300, connecting MX4200 to modem, performing 5-press reset, and letting nodes pair. No verification of fix.

Troubleshooting Steps
  • Checked node LED status (parent blue, children purple).
  • Confirmed WAN port connection and advised correct cable placement.
  • Advised 5-press reset and re-pairing of MX4200 nodes.
Key Observations
  • Agent initially misidentified router model as MX4300 (non-existent), causing confusion before correcting to MX4200.
  • Agent correctly applied 5-press reset method, which is valid for MX4200 per KB documentation.
  • No warranty, serial number verification, or account lookup was performed despite serial number being provided.
  • Agent did not confirm internet connectivity or app setup after suggesting fixes.
  • Customer was provided a clear self-help path for reconfiguring the mesh system.
Positive Highlights
  • Correctly suggested 5-press reset method, which is valid for MX4200 per KB documentation.
  • Asked about node LED status to diagnose the problem.
  • Provided concrete next-step instructions for reconfiguring the mesh.
  • Corrected model identification after realizing the error.
Agent Errors / Gaps
  • Misidentified router model as MX4300, which is not a valid Linksys product (MX4200 is correct).
  • Failed to verify the fix before ending the call.
  • Provided unclear filler phrase 'YouTube anchor typo' which added confusion.
  • Did not collect or confirm warranty status despite having serial number.
  • Incorrectly stated MX4300 is a standalone router incompatible with MX4200 mesh, when no such model exists.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent provided correct hardware reconfiguration steps (remove MX4300, use MX4200 as parent/extender, 5-press reset) but no confirmation customer achieved connectivity or completed setup.
R2 Met Diagnostic thoroughness conf 90%
Agent verified LED status (purple vs. blue), confirmed correct Ethernet port usage, identified hardware incompatibility, and prescribed 5-press reset — all relevant, logically sequenced steps for mesh pairing failure.
R3 Met Correct resolution path conf 95%
Agent correctly identified MX4300 as standalone router incompatible with MX4200 mesh and advised using MX4200 nodes in parent-extender configuration, aligning with best-effort support for out-of-warranty hardware.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (no internet, purple lights), asked about physical setup and model numbers, and logically deduced hardware incompatibility as root cause.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or diagnostics were necessary; agent used visual LED indicators and model verification — appropriate and sufficient for this hardware-compatibility issue.
T3 Met No misinformation conf 100%
Agent correctly stated MX4300 is a standalone router; KB lists MX4200 as Velop/Intelligent Mesh model but does not list MX4300 in any mesh-capable category. 5-press method is explicitly valid for MX4200 per universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent did not set initial expectations or agenda, but maintained basic control by guiding through LED check and next steps; call lacked structure but was not derailed.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and avoided jargon, but speech clarity issues (e.g., 'YouTube anchor typo') and inconsistent comprehension checks reduced accessibility.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, provided a resolution path, and did not transfer or disengage prematurely.
O2 Partially Met Proactive follow-through conf 85%
Agent gave clear next steps (replace hardware, perform 5-press), but did not specify a timeline for follow-up or offer proactive callback if needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1 with appropriate guidance.
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 did not explicitly acknowledge frustration, but remained polite and solution-focused; interaction was transactional but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent pace and provided clear instructions, though tone was somewhat flat; customer appeared to understand final steps.
X3 Partially Met Overall experience conf 85%
Agent avoided re-asking serial number after correction and gave direct steps, though solution required hardware reconfiguration, which adds customer effort.
Call Transcript30 turns · 33 lines
Speaker 1
[silence] oi [silence]
00:00
Speaker 2
Welcome to Linix's 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.lixsys.com for more information about your product.
00:00
Speaker 1
Who is who? Uh. [silence] [silence] Hello? Hello? A few months. And. Who. Are you a much baby? Mm. Mm. Mm-hmm. Oh. Oh. Please. Leave. What do you guys do it? [silence] I, yes, I'm trying to connect my Linksys mesh node to my internet service, and I'm having trouble with the connection and with the app as well.
01:00
Speaker 2
Thank you for calling System. This is Mae. How can I help you? [silence] Okay. Regarding the app, you cannot set it up anymore. It's because it will require you to log in using your email and password.
06:00
Speaker 1
okay. okay, so um I guess I'll read it off the parents node. Is that correct? Okay, uh- it is FF234567800-976417. Oh wait, that's not the serial number, is it? I think that is the serial number, actually, sorry. Okay, there's two numbers here. Uh, okay, I'll read the other one that I see here. It is 48H10
07:00
Speaker 2
the serial number of your Linksys. Mm-hmm. Yeah, any of the nodes, actually. No, it's not, mm-hmm.
07:00
Speaker 1
M58B11868. Uh, M58C for Charlie. No, I had a
08:00
Speaker 2
Okay what I have here is 48 Charlie 10 Mary 58 Boy 11868. Is that yeah 48 HFER Hotel 10 MFER Mary 58 Boy 11868 58 58 BFER Boy. Am I right? Okay. Okay. There you go. I already have a a result here in my end and this uh router that you have is a stand alone. It cannot be set up using the linksys app. Did you just purchase this? Ar you
08:00
Speaker 1
I've had it for a few years now. I've been using it and my my my internet service changed. So I'm trying to get connect it to my. It's the same provide Verizon but I'm instead of using fiber optics now. I'm on. I'm on 5g home Internet. No, it's not. Let me, I think it was reset. One second. It is blue.
09:00
Speaker 2
been using this for a while. Okay. And with your internet provider now? Virgin. Again. Got it. Okay and it's having a purple light right now. Correct? What's the color though. On top.
09:00
Speaker 1
at the moment, but it was just blinking, I think. Yeah, it's it's blue at the moment on the Perry node. It's blink blue. Yeah, on the parent node. It's bling blue. It's it's it's stopped blinking. It's light blue now. Uh it's blink. So it's blinking from dark. Yeah, it's it's blinking from dark blue to light blue. I don't know if it's reading or something.
10:00
Speaker 2
uh huh blinking blue only on the main node I mean that. that. that. says that you have. uh huh. just make sure it's plugged in. uh huh.
10:00
Speaker 1
yeah it is [ silence ] on the back of the the link sys the ethernet wire is plugged into the internet port should I do that [ silence ] there are four ports there's ethernet one ethernet two ethernet three and then there's an internet next to that and three and internet [ silence ] both they have a yellow line under them
11:00
Speaker 2
okay. yeah. if it's blinking, that means sometimes it has something to do with the physical connection. make sure that from your new modem, the ethernet cable on the Lens. they still plug in on the one port, the internet port, not the ethernet. that's gonna be we have um what do you okay. [silence]
11:00
Speaker 1
Okay, so the, sorry, the, um, the, the other two nodes, those are purple, but the parent node is light blue right now. It's not blinking anymore. Do I have internet? Yeah. Is it working? Okay. And then what do I do next? Cause the, the two other nodes, those are still purple. [silence]
12:00
Speaker 2
YouTube anchor typo.[silence] Yeah, so you don't actually have internet right now check.[silence] if you have internet trust to yeah because your main is solid blue.[silence] Yeah, that means earlier it was just rebooting.[silence] but right now it was able to detect already the internet from the modem.[silence] Yeah, just place it right beside this one within five feet, they're both disconnected and it's currently on setup mode.
12:00
Speaker 1
listening.
13:00
Speaker 2
Okay, press the reset button there five times, press release, press release, press release, five times. Main one only.
13:00
Speaker 1
[ silence ] Hello. [ silence ] Uh, no, they're still just solid purple. Yes, MX 4300.
14:00
Speaker 2
Yes, so the main node, once you did the five press, it will blink. Once it will go back to solid blue, the child notes nearby should flash. Is it already flashing? Okay, just to make sure, can you read the description and the sticker underneath? Check if the model number is MX4300. MX4300. One second. Okay. Um, yeah, I just asked my senior technician.
14:00
Speaker 1
okay MX 4200 and MX 4200 they're both MX 4200 oh
16:00
Speaker 2
Okay. MX 4300. Those are mesh routers, actually, the MX 4200 child nodes that you have. This MX 4300, uh, which is your current main node, this is just really a stand-alone router, which is not designed to be compatible with this MX 4200. That's why I'm wondering why, uh, it works.
16:00
Speaker 1
okay yeah they look the same that's why i thought they were together okay
17:00
Speaker 2
more in when in fact this MX4300 is totally different from the MX4200. So, it will not Actually, if you'll ask me which one is the updated between the two, it's gonna be the MX4200. That's gonna be the updated and much better router when it comes to its wireless standard. This MX4300, it can be used as a router only, but there's no compatible mesh router to it. You can add a regular extender, but then again, when it comes to performance, the mesh is much better. So, if you want to have an extender, you can remove this MX4300 and set up one of your MX4200
17:00
Speaker 1
uh and uh okay so uh basically um sorry okay that means I'm I'll be working with two nodes then. right okay okay so if I need to extend my internet I can use the two mx4200s. okay all right uh I think oh they're both purple right now
18:00
Speaker 2
We can then add your additional MX4200. So two only. That's if. go ahead. yeah, it's like you have two routers there, because this MX 4300 is also our router, but it's not a mesh. This MX 4200 can be a router and an extender. right now. I see. yeah, that will be a better option to have the MX 4200, set up as a parent and the other one as an extender. Do you need assistance with that or you can do it?
18:00
Speaker 1
[silence] Do I need to use the app? You say that you can't use the app anymore, right? [silence] [silence] I see. And that's all? OK. [silence]
19:00
Speaker 2
Right. No, you can't. It's like this, all you need to do is to completely remove the of the MX 4300 including its power adapter. And then plug one of your 4200 directly to your modem. And then after that, once it turns to back to purple, you can do the five press reset. Actually that's the easiest way to configure the nodes. Press release, press release, press release, press release. By doing that, within three minutes, your linksys will turn to solid purple including the extender nearby, which is also purple. And your Wi-Fi name will be the one that is on the sticker underneath the current parent node. That will be your Wi-Fi name for both MX 4200. That's all. Yeah. We're open up until 11:00:00 pm. So, just in case you
19:00
Speaker 1
Okay, that's some good. Thank you so much. All right. Bye.
20:00
Speaker 2
If you're unable to set it up, you can still, uh, call us back. You're welcome. Bye for now. Take care.
20:00