V2 Rubric Detail — 99099770-613d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 00:21
Duration
19m 15s
Contact
Marlin Sellers
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00132504
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical instruction: told customer to hold reset button for five seconds instead of five quick presses, which is not the documented 5-press method for MX6200 pairing.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp3.57/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent initiated correct troubleshooting steps but provided a materially incorrect 5-press procedure (hold for 5 seconds vs. 5 quick presses) and failed to verify resolution. Customer reported nodes still flashing red, yet agent declared success. Critical technical inaccuracy triggers auto-zero despite partial progress.

V1 Case Analysis

Customer reported WHW01 child nodes flashing red; agent performed incorrect reset and 5-press pairing on MX6200 parent, falsely declared nodes online despite continued red flashing.

Troubleshooting Steps
  • Instructed incorrect factory reset procedure on WHW01 child nodes (press and hold until light turns off, then blue).
  • Performed 5-press pairing on MX6200 parent router.
  • Misidentified WHW01 child nodes as WHW03.
Key Observations
  • Agent described non-existent reset LED sequence: red flashing → off → blue (not documented in KB for WHW01).
  • Customer reported 'flashing red' at 16:00, yet agent declared resolution at 18:00 without rechecking.
  • Agent misidentified WHW01 as WHW03, indicating model confusion.
  • No verification of parent router internet connectivity before troubleshooting child nodes.
  • Missing collection of serial number, warranty status, and case number.
  • Agent falsely declared resolution without confirming solid blue LED or Wi-Fi functionality.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Used correct 5-press pairing method for MX6200 parent router.
  • Asked for child node model number before concluding.
Agent Errors / Gaps
  • Provided materially incorrect reset procedure: instructed customer to wait for light to turn off before releasing reset button, contradicting KB (should release after solid blue).
  • Misinterpreted LED behavior: claimed red flashing and pink solid light are normal for WHW01, which is not documented in KB.
  • Misidentified child node model as WHW03 when customer clearly stated WHW01.
  • Declared resolution without verifying solid blue light or Wi-Fi functionality.
  • Failed to collect essential case information (serial, warranty, case number).
  • Did not confirm parent router internet connectivity before troubleshooting child nodes.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent claims nodes are back online based on customer's vague statement ('you've done it'), but never verifies solid white/blue light or dashboard confirmation; nodes were still flashing red per transcript.
R2 Met Diagnostic thoroughness conf 90%
Agent correctly guides through reset and 5-press steps appropriate for MX6200; logical sequence targeting child node connectivity.
R3 Met Correct resolution path conf 85%
Correctly applies reset and 5-press pairing path for MX6200 child node issue; no warranty or support tier missteps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identifies flashing red symptom but fails to diagnose root cause; proceeds with reset/pairing without checking firmware, placement, or prior reset success.
T2 Partially Met Appropriate tools / resources used conf 85%
No tools used (e.g., dashboard check via myrouter.local) to verify node status or network topology; relied solely on unverified customer light report.
T3 Not Met No misinformation conf 95%
Instructs to 'press reset button on parent for five seconds' — this is incorrect; 5-press requires five quick presses, not holding for five seconds (per universal_5press_models.md).
Communication
C1 Met Clear & professional language conf 85%
Maintains call control, sequences steps, and manages transitions despite customer confusion.
C2 Partially Met Confirmed understanding conf 75%
Uses 'sir' and plain language but fails to confirm understanding of reset steps; customer appears confused about light colors (pink vs. purple).
Customer Ownership
O1 Met Ownership & empathy conf 90%
Takes ownership, does not transfer, and stays through resolution attempt.
O2 Partially Met Proactive follow-through conf 80%
States next step (relocate nodes) but does not confirm actual resolution; customer prematurely ends call before verification.
O3 Met Closure confirmation conf 90%
References prior call from two hours ago and uses existing case record.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Met Customer effort minimised conf 90%
Apologizes for name confusion and maintains polite, empathetic tone throughout.
X2 Partially Met Tone & rapport conf 75%
Friendly tone but does not adapt to customer's confusion about LED colors; misses opportunity to clarify 'pink' vs. 'purple'.
X3 Partially Met Overall experience conf 75%
Uses prior record but does not prevent confusion over reset procedure; customer repeats 'still flashing red' multiple times without corrective guidance.
Call Transcript24 turns · 26 lines
Speaker 1
Welcome to links of support.
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 products, paid support may be available if you are experiencing issues with your Linksys product and it's no longer under warranty. Paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/r/linksys.
00:00
Speaker 1
This message has been transcribed. One moment while I now. Hello. How you doing? Okay. I had an internet outage today, And with my my internet provider is since been resolved.
06:00
Speaker 2
[silence] Thank you for calling Links is technical support. My name is Paul and I'll be with you today. Hello. Hello once again. My name is Paul from Links technical support. Hello. Hello sir, this is Paul from links technical support. How are you doing? Yeah, I'm fine thank you. How may I help you today, sir?
06:00
Speaker 1
I got my parent node to reconnect. I just had, I'm having issues connecting the child nodes. Correct. Both of, both of my, two of them are flashing red. Marlin. It's an L. Not a T. [silence]
07:00
Speaker 2
Oh, I see. Okay, so just want to confirm, so right now, so what's the status light of the parent? Oh, is it solid, white? Okay, so how about the child nodes? Is it flashing red or, yeah, what color? No... I see. Yeah, because if it's flashing red, then that means that they are disconnected. Okay, so before we proceed, yeah, I was able to pull up a record associated to your phone. Umber. I believe you called us. Yeah, you contacted us, uh, that's two hours ago. Am I talking to Martin? Martin Sellers? Oh, Marlon. M. Yeah. Yeah, I'm sorry there. Yeah, it's Marlon. Sellers. Uh, Okay. And your...
07:00
Speaker 1
Correct. Correct. They are currently
08:00
Speaker 2
The email address is MP seller at yahoo.com. Okay. And your device is the MX 6200. It's just the same device you're calling with. Okay. And yeah, the serial number. So I think this is the same. Okay. So it seems that uh you just set up the what you call this the main router. Okay, can you bring sir the child nodes close to the parent node. So just place them or put them three to five feet away from the parent node. Okay. So let's reset first the router, sir. Okay. The child nodes. Okay. So to reset the child nodes, please press and hold the reset button on the bottom of the.
08:00
Speaker 1
on
09:00
Speaker 2
Underneath the node. So press the small button. Underneath. So press and hold it. Okay, so what's you, just one at the time. Just another time. Yeah, press and hold the reset button until you see the blue light. So, the light behavior is that when you hold down the reset button, it will flash blue, then after that, it will flash red. Then, after flashing red, the light will turn off. And once the light turns off, keep pressing until you see the blue light. Then, once you see the blue light, that's the time you release the reset button. Keep pressing. Okay, good. Keep keep pressing.
09:00
Speaker 1
it went off all right, y'all. I'll let it go. Okay. Ready? Okay. Okay.
10:00
Speaker 2
[silence] yeah, that's right, uh keep pressing, uh, used to, but okay let it, let it go, yes, then then do the same steps on the other child mode okay, the flashing red same steps okay, so let's wait there until the light turns solid blue, so let me know sir of the light turns solid blue, okay? So we can add them.
10:00
Speaker 1
Let's see. still blinking blue.
11:00
Speaker 2
Okay, sir. How was it? What's the status light on the child modes? Okay. Now let's wait for the blue light, solid blue, solid blue.
11:00
Speaker 1
have I weren't turn like a pink color. One of the one of the one is a south one is a solid pink, the other one is still both of them are turning solid pink.
12:00
Speaker 2
Wait, do you see what's the slides like at the child modes? Right now, what color? Okay, so hold on, sir. Okay, so let's try adding the child monitor, okay? Okay, So please press the reset button, sir. On the parent
12:00
Speaker 1
Do it five times. Okay. Okay. It is solid white. [[silence]] [silence]] It moves it to the lower pipe. Okay. Yeah. Okay. It moves it to the lower pipe with a solid load. Okay. You gonna add the bolt. Okay. Okay. Is there just the one bolt. Okay. Okay. [[silence]] [silence]] There we are. It's in tight.
13:00
Speaker 2
rent node for five seconds. OK, just five seconds, not too fast, not too slow. On the parent node. Yes, five times. Just press release, press release, press release five times. OK. How is it? What's the status light right now on the parent node? OK. And can you check the light as well, sir, on the child nodes? [silence]
13:00
Speaker 1
So you gotta finish. One is flashing, one is flashing the pink. The other one is still solid pink.
14:00
Speaker 2
in. Okay, just give it some time. [silence]
14:00
Speaker 1
still flashing. flashing red. Both of them are flashing red.
16:00
Speaker 2
How is it going, sir? How about the other challenge? Okay. Okay. Yes. Just give them some time. [silence] how was it sir [silence] that's good [silence] yeah [silence] yeah just give it some time [silence] maybe it just set up [silence] should be back to blue [silence] okay good [silence] but you say can have the model number of this two nodes
16:00
Speaker 1
I don't know. you get those had to turn the light off. Oh. Uh model number. Yep the WH W01. I really appreciate your help man. Oh here you you've done it. You've done an amazing job and I really appreciate it.
18:00
Speaker 2
Is this the WHW03? Nice. Okay. Yeah, that's why it has solid blue light. Okay. So yeah, it looks like that the child notes are now back online, sir. So you can now go ahead and relocate those child notes to their desired location or to your desired location, okay? Yes. You're welcome, sir. Yeah. Anything else before we end the call? Do you have any other questions? Yeah, thank you. Yeah, well, you're very much welcome, sir. And [silence] For more information, you may also visit our support site at www.Linksys.com backslash support and once again, my name is Paul from Linksys technical support. Have a great day. Stay safe always. Bye-bye.
18:00