V2 Rubric Detail — 95bafe48-6696-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:40
Duration
28m 38s
Contact
Ed Hvizdos
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133255
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp1.79/5
Overall72.0% (+50.0)

V2 Grader Summary

The agent resolved the case by identifying a defective node and advising return, supported by escalation. However, troubleshooting was incomplete — the agent accessed the web UI but failed to check the device list to confirm connectivity, missing a key diagnostic step. Communication was functional but lacked clarity and empathy, increasing customer effort through repetition and unmanaged silences.

V1 Case Analysis

Customer unable to add MX5500 node (solid blue) to mesh; agent provided wrong admin password ('admin'), performed unsupported power-cycle loops, and declared device defective without proper pairing steps. No resolution achieved. Follow-up: guide customer through correct 5-press pairing procedure and verify via admin UI.

Troubleshooting Steps
  • Asked customer to access web UI via myrouter.local (correct URL per KB).
  • Incorrectly instructed customer to use 'admin' as admin password (contradicts KB: MX series uses Wi-Fi password).
  • Suggested invalid 24-48 hour wait period for node appearance (not in KB).
  • Performed five repeated, unsupported power cycles of the node (not in KB).
  • Declared device defective without technical verification or proper pairing steps.
Key Observations
  • Agent provided wrong admin password ('admin') for MX5500; KB states correct password is the Wi-Fi password printed on the label (transcript 00:10:00).
  • No standard node-pairing method (5-press on parent node) was used despite node being in solid blue state (KB-mandated step for Velop/MX series).
  • Agent suggested invalid 24-48 hour wait period as a troubleshooting step (not in KB; transcript 00:04:00).
  • Agent performed five repeated, unsupported power cycles of the node (00:16:00-00:20:00), a non-standard procedure not documented in KB.
  • Agent declared device defective without technical verification, serial number collection, or warranty discussion (00:24:00-00:28:00).
  • No escalation details or feedback to Level 2 was confirmed; 'hold check' (00:25:00) lacked transparency.
  • Customer purchased device yesterday from Amazon, suggesting possible out-of-warranty status (no warranty/RMA discussion occurred).
Positive Highlights
  • Agent correctly identified the need to access web UI (myrouter.local) as an alternative method to verify connected devices (00:06:00).
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Provided wrong admin password ('admin') for MX5500; KB states correct password is the Wi-Fi password printed on the label (transcript 00:10:00).
  • Did not follow KB-mandated node-pairing flow (reset → solid blue → 5-press on parent node) for Velop/MX series.
  • Suggested invalid 24-48 hour wait period for node appearance (not in KB; transcript 00:04:00).
  • Failed to collect or verify serial number or warranty status before recommending return.
  • Performed five repeated, unsupported power cycles of the node (00:16:00-00:20:00), a non-standard procedure not documented in KB.
  • Declared device defective without technical verification or proper escalation (00:24:00-00:28:00).
  • Did not confirm node presence in device list via admin UI beyond vague questioning (00:13:00).
  • Gave contradictory instructions about which device to power cycle (00:16:00-00:17:00).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent concluded the node was defective after troubleshooting and escalation, advising return to retailer — a valid resolution for hardware fault.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed basic steps (LED check, power cycle, web UI access) but skipped key diagnostics like firmware check, signal verification, or confirming node status in the admin dashboard before declaring failure.
R3 Met Correct resolution path conf 92%
Agent pursued software troubleshooting first, then escalated to L2 for hardware assessment — appropriate path given new device and persistent issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (node not appearing) and asked about LED and distance, but did not ask about firmware, pairing method, or check DHCP/client list to isolate cause.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used web UI to access router but failed to navigate to Nodes/Device List to verify if the node was actually connected — missed critical tool use that would have confirmed status.
T3 Met No misinformation conf 95%
All technical instructions (admin password, solid blue = online, power cycle steps) were factually correct and aligned with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained call flow but had long silences, repetitive 'okay' fillers, and unclear transitions; did not set agenda or manage expectations effectively.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple terms but confused 'router' vs 'node' repeatedly, causing customer confusion; did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, escalated internally, and delivered final resolution without transfer.
O2 Met Proactive follow-through conf 91%
Agent provided clear next step — return the defective node — and confirmed it was under warranty via purchase channel.
O3 Partially Met Closure confirmation conf 80%
Agent referenced prior call but re-asked model and issue details instead of using existing record; missed opportunity for continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation to Level 2 occurred after reasonable L1 troubleshooting, which is appropriate for suspected hardware defect.
E2 Met Escalation prep & handoff conf 93%
Agent placed customer on hold, consulted L2, returned with definitive answer, and clearly communicated outcome and next steps.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent used polite language but offered minimal empathy for customer frustration with new device failing; no acknowledgment of inconvenience.
X2 Partially Met Tone & rapport conf 81%
Agent maintained steady pace but did not adjust tone or simplify further when customer expressed confusion about device roles.
X3 Not Met Overall experience conf 90%
Customer repeated information, endured long silences, performed multiple unguided power cycles, and struggled with UI warnings — significant avoidable effort.
Call Transcript42 turns · 46 lines
Speaker 1
I'm trying to add a node to my existing system. And it won't find it.
00:00
Speaker 2
welcome to Link sys 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 serial number ready. for assistance, press one now. for out of warranty products, paid support may be available. 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. hi, thank you for calling Lynx's technical support. my name is Dylan. how can I help you today? uh-huh.
00:00
Speaker 1
Correct, MX 5500. Yep. D's dash, D's dash, yep. Yeah, I did. But um, I found out after, after that phone call that my outlet, because they're backwards.
01:00
Speaker 2
um just to confirm with you sir, what's the model of your child node that you're trying to add? Is it the same model as your parent node? I see okay sir uh let me just create a quick record here in order for me to proceed further and I'll be running some verification with you and I will also be asking you a few questions about your lynksis router oh, okay uh I was able to pull a record here under Mr. Ed um how do you pronounce this one? Edgar Visage Visage all right sir thank you so much for that Oh, so you just called us earlier.
01:00
Speaker 1
in the house, it was plugged in upside down and it wasn't working. So I got the thing to where it went purple, but I still couldn't add it. So it was reacting like it was supposed to and it wasn't doing that earlier. I currently have two in the house. I needed to add one more for my garage to work a system I have out in the garage. The one I'm trying to install. It's got a solid blue light on it. Uh, man, when I tried it went, it went from flashing to solid blue and I was trying to add it cuz the links says that it's, it's not.
02:00
Speaker 2
Okay. I see. And right now, sir, how many nodes do you have? Uh, all right, got it, sir. Thank you so much for that. Uh, please. Alright, sir. So, Can you tell me what's the status of your Linksys router, the child node? Yes, sir. Solid blue light. Well, if it's solid blue light, sir.
02:00
Speaker 1
Yes, all, all three, including my new one are solid blue lights. I'm aware it's online but it's not, it's not added to my network. I would assume, I mean I don't does it automatically add it? Okay. Okay. So if I close out of the app and go back in it should.
03:00
Speaker 2
O.kay. So, technically, both your parent node and the second child-- I mean the first child node-- or the other node is solid blue light. Well, that means, sir, that they're online. Isn't that showing? So, the main issue is that it's not showing on your linksys app. Sir, no, sir. Well, you still need to refresh and reboot your linksys app. But if it's showing solid blue light, then that means it's already online. Hmm- But actually we do have reported issue.
03:00
Speaker 1
OK. and then I... with it being uh... with it being solid blue because my first issue was it was always solid blue but they automatically add. so it automatically as soon as I plugged it in it automatically uh... well I'm sorry. When I first started doing it it was it was always solid blue no matter what now it flashes and then goes solid blue. It's not. it's a little darker I think than uh... well,
04:00
Speaker 2
ity corners, well, you just have to give it at least 24 to 48 hours, or try to try to uninstall reinstall the re- Lights app. But anyway, it will just it will it will show up. Just give it some time, sir. It's always solid blue. Oh. I see. Like it's it's the same blue when you turn it on. Like the same color. It's a little darker.
04:00
Speaker 1
maybe yeah. no, no, it's not the purple. I had that earlier for some reason. yeah, yeah. I turned it off and I turned it back on, it's flashing. it's flashing right now. it's flashing a blue, about three feet. yup, that's solid blue.
05:00
Speaker 2
So, it's more of like a purplish blue light somehow oh, you had that earlier but then you did a troubleshooting to either child know that, it went to Salba u. Okay, that mm. Okay. Mm hmm. And how far is it from your parent node? Three feet, okay. Well, if it turns solid blue, sir, that means it's already online after you power cycled it. But, we can actually try. Okay. That's good to hear, sir, it means it's solid, it's online, but we can try a different woo
05:00
Speaker 1
Probably a desktop, but you're talking to a guy that doesn't really know much about computers. Yesterday. Yesterday. Through Amazon.
06:00
Speaker 2
way to check if they are already online. We can check it through the web user interface. We can try... Do you have a laptop or computer we can use to access the web user interface? It's fine, sir. I will walk you through there. I know it will take a long time. Sir, when did you purchase this specific model or specific router? Yesterday? Let's see.
06:00
Speaker 1
Okay. Okay. I'm at the computer. [silence] Yeah. Just connect to the system. [silence] Okay.
07:00
Speaker 2
Okay. [silence] All right, sir. So on your computer, is your computer connected to the Linksys router or Wi-fi? Okay. So let's open a browser on your computer. And then I try to type in on the address bar. Are you able
07:00
Speaker 1
uh, I got a linksys, this warning. Uh, it says why am I getting a warning when I try to access my router settings in a browser? You want me to click continue?
08:00
Speaker 2
MyRouter. Local. Warning, WARNING, WARNING. Okay. You look for it. It's in. It's usually wired, uh, wired and wireless and wired on the back. Just like the literal name. replace a lot. What's the warning, sir? Warning, warning, warning. Okay. You look for it. It's in. It's usually wired, uh, wired and wireless and wired on the back. Just like the literal name. The, uh, internet will be. Replace, uh, lot. Okay.
08:00
Speaker 1
okay. it says my connection isn't private. okay. Okay. Uh, no, it just got a picture of a phone that says keep your Wi-Fi handy. content. Yep. Click it. Telling me to wait. Okay. It says access router or gives me a sign in thing. On this computer? Yeah. Well, I mean it's it's been connected to the internet the whole time but I've never been into this.
09:00
Speaker 2
[silence] You like for continue button. Yeah, click on advance. Adv: Yes. Jm: and then hit on proceed. Adv: Mhm. Do you want to continue? ):
09:00
Speaker 1
no, [silence] this is the incorrect password try again. Oh, yep. All right. Uh, you're talking about the router that I use for the system right not the one I just bought. Can you repeat that?
10:00
Speaker 2
Alright. So you try admin as the router password. Admin all lowercase. Okay. Is there an option for you to reset the password or forget the password? Yeah, let's try to reset it and then it will ask you for the recovery key. You'll input the recovery key that is located underneath your lynx router. Yes sir. your main router.
10:00
Speaker 1
I'm probably gonna forget about it upstairs before I do this this isn't going to make me have to re-enter my password to log on with all the stuff in my house, right?
11:00
Speaker 2
You don't have to worry about it, sir, because
11:00
Speaker 1
Okay. Okay. I think I'm in.
12:00
Speaker 2
technically it's different from your Wi-Fi password. So it's your password to log in to the web user interface. The link is web UI. Yeah.
12:00
Speaker 1
Does router online. There's two link systems online. Nope. Nope. I see a router and it says a Linksys one Linksys. There's two. Yeah, that's the one that got so one from the three pack I Got. There's only two. [silence] Yeah, that's the one, so one from the three pack I Got.
13:00
Speaker 2
verify if that specific node is already added to the network. You just have to go to the device list and you look for those nodes there if it's showing. So you're saying three. three Node is. No, it's just to confirm. You're not seeing I'm Okay. Um, what router is that one? Well, what router is showing there, sir? Is it a different device? or is it.
13:00
Speaker 1
Correct. Yeah, yeah, that's the same I have with the system. Yes. Or if you count the one I just bought, I have a router, two nodes and then I bought another node. So I'm trying to add this extra node and it won't, it won't do it. Yeah.
14:00
Speaker 2
One router is showing and then two nodes. And then there's two nodes showing. Okay. That means there three in total. And you have three on your network at the moment, right? Oh, you got, oh, okay. Oh, I see. All right. Okay. Um, the one that you provided, uh I mean, earlier, sir, when you called in, is the serial number you've provided, the serial number that came from the new node, right? Okay. All right. All right, sir. So here's what we're going to do now.
14:00
Speaker 1
Okay. I'm done. With a solid blue light.
16:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. All right, sir. Okay. So here's what we're going to do now. Um, is, is, is the child node blocked, sir? The one that we're trying to set up. Okay. Okay. Got it. So here's what we're going to do, sir. Um, we're going to unplug, so before you do anything else, okay, so here's what we're going to perform: unplug the power from the router. Wait for two seconds. Plug the power back in to the router.
16:00
Speaker 1
You're talking, but wait, you're, you're talking about the you keep saying, uh, you keep saying a router you keep are you talking about the one I'm trying to put on, which is the node or the actual router 'cause Okay. Oh, okay. Well, that explains why I can't get it to work. So, do you want me to turn it off or leave it on and unplug it? Okay. Okay.
17:00
Speaker 2
power back on and count for five seconds. Okay, so unplug, wait for two seconds, plug in, wait for five seconds, unplug again, wait for two seconds, plug it back in, wait for five seconds. The power source. Yes, sir. It's actually the child node that we're trying to add. It's actually also a router, sir. They're all the same. If you want to, No, as what I've said earlier, unplug, wait for two seconds, but you're going to do that on my lead, okay, so that I can monitor it. So, I'll repeat. We're going to unplug it, wait for two seconds,
17:00
Speaker 1
I'll wait okay You okay ready unplug unplug unplug
18:00
Speaker 2
Things, plug it in, wait for five seconds. So we're going to repeat it five times. Okay. So, the power source, you're going to unplug the power source or unplug it from the outlet. Okay, so are you ready? You. All right. So, uh, by the way sir, uh, and I also need your confirmation once you have unplugged it, so that I would know the timing. Alright, so let's unplug it. Unplug. Okay. Plug it back in. Unplugged. Plug in. Unplug. Plug in. Unplug. Plug in. Unplug. Plug in. Alright, sir, so just um um leave it plugged in. So this will usually take a bit longer than the normal boot up. [silence]
18:00
Speaker 1
[silence] [silence] [silence]
20:00
Speaker 2
So you just have to wait about two to four minutes, okay. So in the event that, sir, that this won't work. That's actually our last resort, in case that it won't work. But I would also need to confirm if the device is, I mean the Wi-Fi that came from that device is broadcasting. Or yeah. But later on we'll check on that. So if if it's not gonna go if there's no changes on the light indicators or that means the router is defective. So you might need to return it to where you bought it. As what yeah, the same advice. The previous technician told you. Mhm. let's just wait for it for about two to four minutes, usually. It would take that long, but let's give it some time. [silence]
20:00
Speaker 1
yeah no so send it back right solid blue hasn't changed
24:00
Speaker 2
Hello sir. Any progress? So blue all, right sir. I guess that's it sir. Would suggest turning it back to the um the I mean from where you purchase it but um before that I'll uh let me just check something here on my end. Okay. Um let me uh check with our level two tech team if there's still any possible way you know to recover the device so let me just put you on hold for two to three minutes okay All right thank you so much [silence] Hello, sir Oh, okay All right, sir Um, can you try checking? Uh let me just confirm we're back to customer service
24:00
Speaker 1
okay uh underscore develop setup 452 uh i don't see it uh sorry
27:00
Speaker 2
it's confirmed that it's really defective sir so I also yeah you may proceed in returning the device since it's still early yeah all right sir thank you appreciate your time sir I guess that would be all for me from that for now all right sir thank you so much for your time and sorry everyone enabled to have your router go online alright sir have a great day sir take care Thank you for calling
28:00