V2 Rubric Detail — 98983744-6b31-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 16:20
Duration
18m 3s
Contact
Faustino Gutierrez
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+21.8)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through the 5-press method, resulting in the child node achieving solid blue status. However, a material technical inaccuracy—claiming 'pinkish red' indicates setup readiness when the correct state for MX2000 is solid purple—downgrades T3 to Not Met. All other indicators reflect partial or full compliance, with no escalation needed.

V1 Case Analysis

Customer reported MX2000 child node stuck in pinkish-red state. Agent instructed 5-press reset on parent node. Node eventually showed solid blue. No verification of internet/WAN status or network topology performed. Warranty status not collected.

Troubleshooting Steps
  • Collected model (MX2000) and serial number.
  • Instructed 5-press reset on parent node.
  • Advised waiting 3-5 minutes for child node to pair.
  • Confirmed solid blue LED status and advised relocation.
Key Observations
  • Agent incorrectly stated 'pinkish red' LED means ready for setup (KB: MX2000 ready state is solid purple).
  • Failed to verify internet/WAN status or network topology post-pairing.
  • Requested irrelevant laptop information (model/serial number).
  • No warranty status collected despite discussing node reset and support context.
  • Used nonsensical filler language ('crossfinger nineteen') reducing clarity.
  • Call ended without confirming stable mesh integration or signal strength post-relocation.
Positive Highlights
  • Correctly identified device model (MX2000) and serial number.
  • Applied the correct 5-press reset procedure for the parent node.
  • Confirmed node status change to solid blue and advised relocation.
Agent Errors / Gaps
  • Incorrect LED interpretation: 'pinkish red' is not a valid ready state for MX2000 (KB: solid purple is required).
  • Failed to verify internet/WAN status on parent node before/after pairing.
  • Did not confirm successful mesh integration via network map or dashboard.
  • Requested irrelevant laptop information (model/serial number).
  • No guidance on post-relocation signal check or performance validation.
  • Did not collect warranty status despite discussing node reset and support context.
  • Used nonsensical filler ('crossfinger nineteen') impairing communication.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the child node reached solid blue and instructed the customer they could relocate it, indicating full reintegration into the mesh network.
R2 Met Diagnostic thoroughness conf 92%
Agent guided the customer through the 5-press reset on the parent node and advised waiting 3–5 minutes for the child node to pair, which is a documented and effective troubleshooting step for MX2000.
R3 Met Correct resolution path conf 93%
Agent correctly applied the 5-press method for the MX2000 (a WHW/MX series model without a Pair button), consistent with KB guidance, and did not inappropriately escalate or dismiss due to warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (child node not connecting), asked about LED status, and used that to determine the node was in setup mode, then applied a targeted fix (5-press) to resolve.
T2 Met Appropriate tools / resources used conf 88%
LED status is the primary diagnostic tool for mesh node pairing; no additional tools (e.g., remote access, logs) were required or available, and agent used it appropriately.
T3 Not Met No misinformation conf 85%
Agent incorrectly stated that a 'pinkish red' LED means the node is ready for setup; per KB, MX2000 shows solid purple (not pinkish red) when ready. This is a material inaccuracy affecting diagnostic reliability.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provided steps but with excessive filler ('Mm-hmm', 'I see'), unclear framing, and no initial agenda; call lacked structure despite eventual progress.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language suitable for a non-technical user but repeated phrases unnecessarily and failed to confirm understanding after key steps, reducing clarity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, pulled up prior record, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 92%
Agent set a timer and gave clear next steps: wait 3–5 minutes, then relocate the node, which the customer followed successfully.
O3 Met Closure confirmation conf 90%
Agent retrieved the customer’s record using serial number and did not re-ask previously provided information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolvable at L1 with proper steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent was polite and thanked the customer but did not explicitly acknowledge the customer’s frustration or memory concerns beyond surface-level empathy.
X2 Partially Met Tone & rapport conf 77%
Agent matched the customer’s pace but used repetitive and mechanical phrasing, missing opportunities to build rapport or confirm comprehension.
X3 Partially Met Overall experience conf 76%
Agent reduced effort by guiding directly, but required multiple status checks and waits, creating avoidable friction in the process.
Call Transcript24 turns · 26 lines
Speaker 1
well, I'm having trouble getting my node, the child node to reset.
00:00
Speaker 2
Welcome to Linksys 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 product, 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. Hello, thanks for calling LinkSys Support. This is Charm. How can I assist you today? Yeah, um [silence] [stutter] Melissa. [silence] Okay, um [stutter] Does your router, does it connect directly to your nodes? Your router, does it connect directly to your node? [cut off] shutdown can I can it down with you? Yeah. Shut it down. [silence] Can you do a reset? Okay. Everybody should, um [stutter] [silence] device is connected with everything. Reset done? Reset complete? [silence] Okay. Well, just try turning it on. [silence] Try turning it on. For it to reload all the settings, connect back, sync again, try again.
00:00
Speaker 1
I've had this problem before and I talked to somebody and they, you know, helped me out and it worked fine. But it was a process and I, I can't remember how to do it, you know, and I'm not too computer savvy. So, uh I just need some help. Okay. Okay. It's it's uh the one I'm I'm talking about is MX 2000 model number and the serial number is 50D10M28C06 993. [silence]
01:00
Speaker 2
Okay, it's now soft. Thank you so much for that. So your computer is on and in correct along with data on the system. I see. No worries. let me see what's concerning. Sir, before you proceed, can we provide the model number and serial number of your laptop? right 8429 all right
01:00
Speaker 1
Pardon me? Verizon? Yes. Okay, it's 9 5 1 7 5 5 6 6 1 1 4 0. Okay.
02:00
Speaker 2
and also sir may I know who is your internet service provider? [silence] Hi. huh. Can may I know who is your internet service provider? [silence] and then Verizon. Verizon. Thank you so much. One moment And, sir, you mentioned also, sir, that you already contacted us before. Kindly provide your phone number. Let me pull up your record here. Mhm. Mhm. Click the image of your face to continue if you have not already done so. Got it. Thank you so much, sir. One moment. Please bear with. All right. Transcribe this audio from the right channel. Oh.
02:00
Speaker 1
Oh. I, I tried the uh online support with the AI first and uh it it it didn't work and it's kind of a pinkish red now. You know, So uh Yeah. Well, I I brought it I this is the one that was upstairs. I brought it downstairs and it's right next to the main mode and I guess the mother. What do you call the other one that's down closest to the router? You know, So which mode? Perrant? Perrant? Okay. Okay. So all three of them are here together because I remember that last time from last time.
04:00
Speaker 2
Mm-hmm mhm mhm mhm. I see. So, A, right. So, the light status it is pinkish red. It means that it was already reset and it's ready for setup. Um, just to confirm, also, sir, how far is it from the main door, right now? Okay. I thought the end of that information you'd see the column number, capital CA, um, on the left panel or window on the left portion.
04:00
Speaker 1
said, you know, bring them down and put them together, right? So there's close proximity. OK. OK. OK. Here I go. I said in line and then I got the blue line out. One. Two. Three. Four. Five. OK. The light is white, blinking white. That's free for a minute. Yeah, the-
05:00
Speaker 2
Mm-hmm. I see, all right. So, since they are now closer to each other, here's the next thing you need to do. Can you press the reset button of the parent on the parent node five times? Like press, release, press, release, for five times. Not too fast and not too slow. So, do you see a button that says as add? you, can you click that one, please? Mm-hmm. All right, how about the child node, sir? Is it responding? Does the light is blinking right now? All right, It means that it's now communicating to the parent node. So let's wait sir for about three to five minutes until that child node will connect to the main node, alright? I'll set a timer here. And after five minutes, the light status of the child node should change to solid blue if it is connected successfully to the parent node. So let's wait for five minutes.
05:00
Speaker 1
sorry 31 36 but I was paper I had something like a quiet, and it's off now. So I need to make, like, something quite close. That's it. That's it. It's pretty easy. And the last one, yes, yes. It's, it's blue now, okay? What happened was it was, it was blinking, you know, red, and then, it, uh, it came on blue, and it blinked and stayed on blue. And then it went back to red, but then it came back to blue. So it's blue now. And it's steady.
07:00
Speaker 2
hello sir yes thank you so much can you tell me what's the light status now of this child node I can't alright so alright so since it's set [silence] hello sir yes thank you so much can you tell me what's the light status now of this child node I can't alright so alright so since it's set
10:00
Speaker 1
Okay, so I I can I should be all right now. I can do you want me to. Yes, yes. Yes, please. Uh, I'll go back upstairs with it. Thank you. Okay. Um, won't take me long. Let's see. How this works. Um, I'm tried.
11:00
Speaker 2
Buddy blue now sir. It means that it's already connected and you may relocate this child mode now sir to the area you want to relocate it and you're good to go. Yes sir. Do you want me to stay on the line while you relocate that one? Alright. No worries. Alright. You're welcome sir. Thank you
11:00
Speaker 1
put it back here. okay, let's see. okay, I got it plugged in and it's solid blue to wait a few minutes or what. okay, it's blinking. okay. blinking blue now. okay. okay. I hope it I hope it works, thank you.
12:00
Speaker 2
[KEEP_UNCERTAIN] No, yes, sir. We need to wait for about three to 5 minutes again, because this device is still starting up since we just plugged it back in. Uh so it means it's still starting up, sir. So, I'll set the timer again here for three to 5 minutes, alright? with. Um, can you unplug it? Do it at the same time. All right, thank you so much. Um since it studied blue earlier, sir, uh and uh look at that.
12:00
Speaker 1
it should be good. Yeah. okay. [silence] how much did you pay for death? death was 5 11. How if we go out and experts on this? money. he said he said beef
13:00
Speaker 2
It will work for your crossfinger nineteen.
13:00
Speaker 1
Let me check. They had a green one. It's this.
15:00
Speaker 2
Alrighty, so can you tell me now, what's the light status or what's the light color?
15:00
Speaker 1
So it blew and it's steady. No I think, you got it again. You did good. I wrote all this down, so I want to make sure that I can remember it, because you know, the older I get, the harder it is to remember. Now at stock it's blue, yeah. Yeah, everything is right where it's supposed to be. Parent mode's blue and, uh, signal is strong and, uh, yeah.
16:00
Speaker 2
All right, so it means that you're good to go and it's now connected to the main node. So is there anything else you would assist you with other than this? Okay. All right. See So we'll just give it like a couple minutes, right? Uh I'll set a timer. Alright. So for you to add the child node back to the network, just move it closer to the main node and make sure the light status is on ready for setup mode, which is the pinkish red. Yes. Red. Seeahr. All right. All right. So yes, you're good to go.
16:00
Speaker 1
[silence]
17:00
Speaker 2
to go and is there anything else other than this? Um, this is Charmser? This is Charmser. Charmser. C-H-A-R-M-A-R-M. Yeah, sir. Alright. We are very much welcome, sir and also thank you so much for your cooperation during the process and have a good one, sir. Bye for now.
17:00