V2 Rubric Detail — 9da8f0be-753d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 11:11
Duration
16m 54s
Contact
Steven
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135467
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall37.3% (-18.7)

V2 Grader Summary

The issue was not resolved as nodes failed to pair despite following agent's instructions. Troubleshooting was incomplete—agent relied only on app reinstallation without using admin UI, resets, or physical pairing (5-press) for MX6200 when app-based steps stalled. While technically accurate on basics, the path was misaligned with KB guidance, resulting in no meaningful progress toward resolution.

V1 Case Analysis

Customer unable to add child nodes to MX6200 Velop mesh; agent advised app reinstall and waiting, but no proper pairing steps were performed. Issue unresolved.

Troubleshooting Steps
  • Asked the customer to confirm LED colors on parent and child nodes.
  • Advised the customer to delete and reinstall the Linksys app.
  • Guided the customer to use the app’s 'Add Node' function and wait for the indicated timer.
Key Observations
  • Agent incorrectly stated that the parent node LED should be solid green; per KB, MX6200 shows solid white when online and operational.
  • No reset of child nodes was advised — a required step for pairing when nodes are stuck in solid blue (ready state) but not joining.
  • Agent failed to use the correct 5-press method for MX6200, which has no Pair button and relies solely on 5-press for physical pairing.
  • Relied entirely on app-based 'Add Node' flow despite its failure, without escalating to physical methods.
  • Serial number was partially captured but not fully verified or used for model confirmation.
  • No inquiry into warranty status or support eligibility was made.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Asked the customer to verify LED status on both parent and child nodes, showing attempt to diagnose.
  • Provided a clear time estimate for the expected wait period, setting customer expectations.
Agent Errors / Gaps
  • Provided incorrect LED status information: claimed parent node should be solid green, but MX6200 shows solid white when online (KB: velop_wifi_connectivity.md, universal_mesh_full_rebuild.md).
  • Failed to guide the customer through the correct 5-press pairing method for MX6200, which is the only supported physical pairing method for this model (KB: universal_mesh_full_rebuild.md, velop_child_node_setup.md).
  • Did not instruct the customer to reset the child nodes to solid blue state before pairing, a prerequisite for successful 5-press join.
  • Relied on app-only troubleshooting despite its known limitations and failure to progress.
  • Did not collect full serial number or confirm warranty status, missing a protocol requirement for product-specific support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer waited 8-12 minutes as instructed but nodes did not successfully pair; no confirmation of resolution was achieved during the call.
R2 Not Met Diagnostic thoroughness conf 93%
Agent only had customer close/reinstall the app and wait; no resets, admin UI checks, or physical pairing methods were attempted despite stalled progress.
R3 Not Met Correct resolution path conf 90%
For MX6200, agent relied solely on app reinstallation instead of escalating to KB-specified physical pairing (5-press) when app-based steps stalled, misaligning with product status and support options.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Agent did not ask about reset status, prior setup attempts, or node LED behavior beyond basic colors; jumped to app reinstall without logical diagnostic sequencing.
T2 Not Met Appropriate tools / resources used conf 90%
Agent used only the mobile app; ignored admin web UI (http://192.168.1.1) and physical pairing (5-press) which are explicitly primary/backup methods for MX6200 in KB, despite app stalling.
T3 Met No misinformation conf 96%
Agent correctly stated LED meanings (solid green parent, solid blue child) and expected timing (4-6 min per node), consistent with KB and app behavior.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided step-by-step guidance but lacked clear framing at start and had multiple silences/repetitions that reduced call control.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple language but did not consistently confirm understanding; customer asked for repeats several times on same steps.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent remained on call, did not transfer, and followed through with guidance until customer ended interaction satisfied.
O2 Met Proactive follow-through conf 90%
Agent gave concrete next step (wait 8-12 min, watch for blinking LED) with realistic timeline based on app guidance.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; agent actively troubleshot within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered minimal empathy; did not acknowledge customer's frustration about 20-minute pre-call wait.
X2 Partially Met Tone & rapport conf 84%
Agent maintained steady tone but did not adapt pace or simplify when customer showed confusion or hesitation.
X3 Not Met Overall experience conf 90%
Agent added unnecessary step (deleting/reinstalling app) and did not reduce customer effort; customer repeated light checks multiple times.
Call Transcript30 turns · 31 lines
Speaker 1
this message has been transcribed. One moment, while I notify. Hello? Hello? Uh, I'm just trying to get this a little louder. Uh-huh. I'll hold you my ear for now.
01:00
Speaker 2
Hi, thank you for calling, LAX. My name is Faye and I'll help you today. Hi there. Hi there, can you hear me? Mhm.
01:00
Speaker 1
Yes, I'm installing a Linksys. Your Linksys, are you? Okay. Yes, I'm trying to install a Linksys. It's called Veelo Wip 6e. And I've followed the instructions and it got up to the point where it says connecting the child nodes. This will take four to six minutes. But it doesn't seem to have gone beyond that. And it's been about 20 minutes now. Well, there just I have it came with three stands, right? Three units. Okay. So, the first one is plugged into the router by an ethernet cable.
02:00
Speaker 2
That's correct, uh Mm. Do you have child nodes that you were trying to add? Uh, uh. Mm-hmm. M. uh,
02:00
Speaker 1
Two are, are plugged into sockets nearby. Um, that's what the instructions were. And, and so I'm just waiting, I guess, for those to be connected, but it didn't. Uh, Sorry. Oh yeah. Okay. It's, uh, one plugged into the router is, looks like green to me. And I'll just check. I think the others are the same. No, they are both blue. The other two are blue.
03:00
Speaker 2
And what are the lights on the main router or the parent node, and the parent node, since you have three in total, the main one is solid green? [silence]
03:00
Speaker 1
Yes. Yes. Of the what, sorry? Oh, okay. Oh yes, okay. Yes, I'm getting that. MX 6200. Serial number, okay. 58W 10 M for mother 28 E for Edward. [silence]
04:00
Speaker 2
And they're all model equally. Can you provide me the model of the parent node? The parent node, underneath it, there's a specific model number. What's the model number? And what's the serial number also?
04:00
Speaker 1
00221 My name is Steven. You, want my whole name or what? Okay. is uh, Zen? Closing the the what the uh, router? Oh the Linksys app. Okay. So that's on the phone that I'm speaking to you so I I
05:00
Speaker 2
Thank you so much. All right. Am i currently speak with this even would suffice and man's internet service provider. All right. Steven, can you try closing your Linksys app, and opening it again? just close it entirely. And open it again from the start. The Linksys app. Yes.
05:00
Speaker 1
uh give me a second. and just close it what do you mean die? Um, just close it. Okay. In other words, uh, this uh. sort of send it to the trash. Yeah, okay. I'll see what I can do. um but um let's see. Excess. Remove app. Delete app. please delete. okay, I've deleted it. now. [ silence ]
06:00
Speaker 2
close it entirely and open it again from the beginning. Force close your Linksys app. [silence]
06:00
Speaker 1
get it back again. huh? let's see. Hmm. how do i get this? how do i say this? is? is? is? okay. okay. this is uh, there's there's one that says link just develop, is that the one i should use? okay. think was this and download. open.
07:00
Speaker 2
Yes, the app that you just deleted it, download it back again.
07:00
Speaker 1
Okay. So now I've got that and there's a button that says manage your Wi-Fi. Is that what I should press? Allow LinkSys to find devices on localness. Allow. Then I have to log in. Would it be the same login I used before? Um, manage settings at home or aim from home. Yes. That's from Schroeder. And it's got. Okay. Log in.
08:00
Speaker 2
Yes, click on that one. When you click on manage your wi-fi, does it give you two options? When you log in, use on router password?
08:00
Speaker 1
Getting router systems, settings, settings, getting router settings. get notified of connectivity issues and network updates from Linksys allow send you notifications, allow, last five, Okay, internet. Now it's come up with a screen that says, it's my Wi-Fi. I think I gave it a name, my Wi-Fi. Internet online. It says, zero devices and one node. that's still green solid green, yes now what uh oh I see yes, okay
09:00
Speaker 2
Or. All right. Click on the three lines at the top left. Uh, before anything else. Can you go to the parent node and double check what still light it is? It's not solid white. All right. Click on the three lines at the top left on your app. Scroll down at the bottom where it says set up a new product. And then click on that. And ensure sure that it says. Uh, make sure the light is solid white and click on Yes, please. On the on the, uh, on the options on the right. And then, uh, and follow the, then the instructions after that. On the left hand side.
10:00
Speaker 1
Okay. Add a node. Expand your mesh network coverage. Allow link sys allow. unplug additional nodes and power near the router. I've done that. Yes. Make sure everything is finished starting up. The light will blink while starting up, and turns solid when it's ready. Just check the other ones. Yes, the other lights are solid. Solid blue. Node light is solid. Looking for your child nodes. This could take up to a minute.
11:00
Speaker 2
adding the notes one more time [silence]
11:00
Speaker 1
Now it's saying this could take from four to six minutes, which is what I had before. No, they're all solid. The main one is solid green, the other one is a solid blue.
12:00
Speaker 2
Can you check if one of your notes started blinking or flashing? All right. On the other two, can you also double check if their models underneath are tagged as MX number one and MX number two underneath. Thank you.
12:00
Speaker 1
Oh, sure. I mean, it all came together. Hold on. Yes. Yes, yes, they both say the same thing. "MS 6200." No, no, they're solid. No, ah, now it is blinking. Now it is blinking, yes. Yes.
13:00
Speaker 2
OK, thank you. So you're 6,200 and none of them are currently flashing blue.What about the parent node? Did it start blinking as well? Or is it still stuck on a solid green light? Which one is blinking? The parent node?
13:00
Speaker 1
Okay. No, no, but they- they seem th-, they seem to have gone from blue to, oh, wait a minute, when it started, when it started blinking green. Oh yeah, and I think the other one has too, yeah.
14:00
Speaker 2
All right. Now, double check your child nodes one more time to see if one of them started blinking. All right. So that's the reaction that you're looking for. Since the app also informed you that it will take 4 to 6 minutes again, but this time you saw some differences where it started blinking or flashing. You just need to
14:00
Speaker 1
Yes.
15:00
Speaker 2
to wait until that flashing light finishes and it does added one at a time so a total of eight to 12 minutes is the waiting time that you're looking for until both nodes are done adding. All right. Yes since each individually nodes take around four to six minutes according to the app so a total of eight to 12 minutes. Yes that's correct. The app will also inform you that you're able to add the child nodes.
15:00
Speaker 1
I'm sorry, this. Okay. That's going on here. Oh, timer. Sorry. That was a timer going off. Sorry, could you repeat that? Oh, I see. Okay. Okay, great. Thank you very much. Uh, no, I think that's it. Thank you. Thank you for your help. Thanks for your help. Bye-bye.
16:00
Speaker 2
properly as well. So you can then relocate them afterwards. Once again, the app will also inform you that you've successfully added the child node and it will also inform you that it's safe to relocate them afterwards. All right. Is there anything else that I can also assist you with? All right. So once again, thank you so much for calling Linksys as well. Take care and have a great day. Bye-bye for now.
16:00