V2 Rubric Detail — 981aceba-8177-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 00:36
Duration
18m 50s
Contact
561-906-7464
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137571
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_ Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall53.6% (+23.6)

V2 Grader Summary

The agent achieved partial progress by getting the parent node online and the app to recognize both nodes, but provided technically incorrect pairing instructions for the MX6200 (20-second hold instead of required 5-press method), preventing full resolution. While ownership (O1) and tool use (T2) were appropriate, technical inaccuracy (T3) and incomplete next-step guidance (O2) limited success. No critical failures (A-F) triggered auto-zero.

V1 Case Analysis

Customer unable to add child node to MX6200 mesh. Agent incorrectly advised factory reset instead of 5-press method. No resolution achieved. Wrong support URL provided.

Troubleshooting Steps
  • Collected model (MX6200) and serial number.
  • Checked LED status on parent (solid blue) and child (red → blue → blinking white).
  • Incorrectly instructed customer to press and hold reset button for ~20 seconds (factory reset, not pairing).
  • Waited for child node to turn solid blue (misguided expectation).
  • Observed app error 'did not find any child.'
Key Observations
  • Agent instructed a 20-second factory reset, which is incorrect for MX6200 child node pairing — the correct method is 5-press (reset button pressed 5 times quickly).
  • Agent provided an invalid support URL (support.links.net), which is a hallucinated domain not associated with Linksys.
  • Agent failed to recognize the app error message ('did not find any child') as a failure signal and incorrectly concluded setup was complete.
  • Call ended without confirming resolution or offering valid next steps, despite clear evidence of failure in the app.
Positive Highlights
  • Collected model number and serial number at the start of the call.
  • Maintained a polite and professional tone throughout the interaction.
  • Correctly answered the guest network configuration question.
Agent Errors / Gaps
  • Materially incorrect technical instruction: advised a 20-second factory reset instead of the 5-press pairing method for MX6200, contradicting KB documentation.
  • Provided a wrong and invalid support website URL (support.links.net), which is not a Linksys domain and appears to be an ASR hallucination.
  • Failed to recognize the app error message ('did not find any child') as a failure signal and incorrectly concluded setup was complete.
  • Did not offer any correct next steps (e.g., try 5-press method, use web UI, or escalate) after the pairing failed.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer ended call stating 'we're able to set it up now' with app showing two nodes, but stable mesh operation was not confirmed through testing or verification of connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided based on LED status and app prompts but skipped key diagnostics (distance verification, power source check, and correct 5-press reset method for MX6200).
R3 Partially Met Correct resolution path conf 85%
Agent remained on call and attempted resolution using available tools (app) but applied incorrect model-specific procedure (20-second hold vs required 5-press method for MX6200).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (child node blinking red/white, not joining) and monitored LED states but did not ask about reset duration, power cycle, or confirm use of 5-press method appropriate for MX6200.
T2 Met Appropriate tools / resources used conf 95%
The Linksys app is the intended interface for MX6200 setup; agent used it appropriately as the primary tool without requiring additional remote diagnostics at this stage.
T3 Not Met No misinformation conf 100%
Agent instructed customer to 'press and hold the button for like 20 seconds' for pairing. Per velop_router_setup.md and universal_5press_models.md, the MX6200 requires the 5-Press Method (pressing the reset button 5 times quickly), not a long hold.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by prompting next steps but conversation was fragmented with silences (evidenced by 'silence' markers) and lacked clear framing or transitions between troubleshooting phases.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding after key instructions (e.g., did not verify customer executed 5-press method correctly) and maintained a procedural tone without adapting to customer's pacing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call and remained engaged throughout, taking responsibility for guiding the setup process from start to end without deflection.
O2 Partially Met Proactive follow-through conf 85%
Agent advised waiting and clicking 'next' but did not specify expected duration (e.g., '4-6 minutes') or provide a clear failure plan if the node did not join, leaving next steps ambiguous.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff occurring during the interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — this was a standard setup issue within L1 scope for an MX6200 mesh node.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered minimal empathy (e.g., no acknowledgment of customer's repeated reset attempts or frustration), limiting emotional support beyond basic courtesy.
X2 Partially Met Tone & rapport conf 80%
Agent followed a scripted path but did not adjust tone or pace in response to customer's moments of confusion (e.g., when node showed 'not operational') or silences, though remained engaged.
X3 Partially Met Overall experience conf 80%
Customer had to repeat information (e.g., node status) and perform steps that could have been streamlined (e.g., unclear reset instructions), though agent used app feedback to reduce some redundant effort.
Call Transcript26 turns · 29 lines
Speaker 1
I'm calling because I'm having some trouble setting up my link router mesh system. Yeah, first time. First time. Yeah, it's model number MX 6200.
00:00
Speaker 2
Welcome to the Vijayawada 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. Thank you for calling. This is Gauri, how may I help you? Okay. Is this the first time that you're going to set up this device or how this was working before? All right. Let me just create a record for this. Can I have the model number of your releases device and the serial number as well.
00:00
Speaker 1
and the serial number. Oh, yeah, it is 58W 1-0M 2-6- D-0-1-0-2-8. That's correct. I have two. Verizon files. I'm I'm trying right now, so, uh, I think I just connected the Bluetooth.
01:00
Speaker 2
All right. You have the serial number? Okay. Let me just check if I got it correctly. That's five eight w for william, one zero M for Mary, two six D for David, 01028. Okay. And how many nodes do you have? Who's your internet service provider? Okay. Have you run any setup? Have you tried setting this up?
01:00
Speaker 1
Maybe but and I'm creating an account. Yeah it's 5 6 1 9 0 6 7 4 6 Warren. D Y O N N. Yes. Lawrence at L A W R E N C e. It is delwrence00000@gmail.com. That's correct.
02:00
Speaker 2
Okay. All right, so can I have also your phone number? Uh-huh. Uh-huh. How about your first name again? Okay, D for David and Y for yellow. Correct. And how about your last name? Who's email address? Uh, So, four zeros. That's the first letter of your first name and then your last name Lawrence. And then four zeros at yahoo.com, right? [silence]
02:00
Speaker 1
That's correct. It is blue. I just reset it. I'm using the app right now. It says it's configuring my Wi-Fi network. So I guess it's starting to work now.
03:00
Speaker 2
Okay. Right now, sir, what is the light on your parent node, the one that's connected straight to the Verizon Fios? It's blue. Okay. Do you have the app? Okay. Let's just wait for that.
03:00
Speaker 1
Yeah. It bound- now it says that it's looking for child nodes, does that mean I have to reset the other one too? the other one blinking red. Uh, well on the one connected to the ethernet, it was solid red and then I reset it and it was blue and then the child, yeah this one's blinking red. oh, uh it was blinking red. Uh you, it did stop. I've been pressing the button again. I can do it again or should I just reset that.
04:00
Speaker 2
Yeah. show node silence Miguel about the other one the child node silence but before you run the setup what's the color of the child node? silence okay silence all right now you're still trying to um locate the node right? silence
05:00
Speaker 1
Uh now it's solid blue.
06:00
Speaker 2
But we, we just reset first the child no, okay, we set the press and hold the, uh button for like 20 seconds, okay. Alright. Let's wait, so that will take like a, a minute or two to fully boot up, so let's just wait.
06:00
Speaker 1
No, it's still black and blue. [silence] Does that mean I have to connect
07:00
Speaker 2
I'm not sorry. Let's just wait until it turns solid blue. Then on the app right now again, what's on the screen on the app? Okay. Let's just wait for, uh, before we click on add a node, uh, let's wait until the light turns solid blue. The parent node right now, sir, is still solid blue. Okay.
08:00
Speaker 1
It says it's adding it, but it says it's going to take four to six minutes. [silence] 15 feet. [silence] 15 feet. Uh, so the child no [silence] blinking white. And he adds setting up. It's about 15 feet, so it's too net. [silence] [silence]
09:00
Speaker 2
Okay, let's just wait for that. The parent node is now set up because it's already turned to white means it's ready set up. So let's just wait for this. It, um, to add the, um, child node. How far the child node right now from the parent node, sir? I'm sorry. Okay. Okay. Yes. Okay. Let's just wait for that until it turns solid.
10:00
Speaker 1
It said that it didn't find any. So, I'm gonna try it. It's blinking white. It says, either next or add more notes. It says the rounder right now, but that's the only one. Okay.
12:00
Speaker 2
Do not find any child. How about a child node right now. How far from it? What's the color of the light? Okay, let's just wait for that. What's the options on the app right now? Okay, let's just wait until the light on the child node to be solid white before we continue click on next. Okay?
12:00
Speaker 1
It's all the way. I'm going to give it a try.
13:00
Speaker 2
Okay. Um, okay. Right now, sure, what's the rate on the child node? Okay.
14:00
Speaker 1
All right. This is help us help you send diagnostic data. Either choose to send it or not. Let's see, go to dashboard. Awesome. Ready to connect a white tie. That's a log in mean right now.
15:00
Speaker 2
Can you click on next on your on on your app? What options do you have? Not sensor. Okay. Click on The yellow back on the main page of the app. Okay. The
15:00
Speaker 1
I'm in there and it says this isn't operational, it says that I have two nodes on here. Oh, sweet. All right, then, where's the got the password set up, cool. And then with the Linksys, am I able to set up parallel networks like a main network and then I guest network? [silence] We see here nanohere. So three lines. Guest access. Oh yeah, here it is.
16:00
Speaker 2
That you can, yes, sir, that you can set up, you can rename and then also you can put password. You can go to on the app, let me just check. There's an option for guest network. When you click on the three lines on the top. Uh-huh.
17:00
Speaker 1
Sweet. No, ma'am, that is all. Thank you very much. Will do. Thank you so much, ma'am. Have a good night.
18:00
Speaker 2
Okay. All right. So we're able to set it up now. So I said, anything else? you're welcome. So if you need assistance again in the future, just feel free to give us a call, or you can visit our website, support.links.net. Okay. Thank you for calling Linksys. This is Carla. Goodbye for now.
18:00