V2 Rubric Detail — 9fdfa944-76fb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:24
Duration
32m 45s
Contact
Beau Harrison
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135810
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding CNs
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution2.19/5
Technical3.75/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall47.6% (-0.4)

V2 Grader Summary

The agent attempted basic troubleshooting (app reinstall and the 5‑press pairing method) but never verified the result via the router UI, did not use appropriate tools, and failed to provide a clear resolution or effective next steps. No escalation was offered despite the issue persisting, and the interaction lacked empathy and effort‑reduction, leading to an unresolved outcome.

V1 Case Analysis

Customer unable to add two MX6200 child nodes; app shows only 8 nodes. Performed 5-press pairing, nodes showed LED activity (red/white/blue) but still not visible in app. Advised to wait 24 h and re-check. No confirmation obtained.

Troubleshooting Steps
  • Advised uninstall/reinstall of the Linksys app and re-login.
  • Instructed use of the 5-press pairing method on the parent router.
  • Observed LED changes on the nodes after the 5-press attempts.
Key Observations
  • Agent correctly identified MX6200 supports 5-press pairing per KB, but failed to confirm successful node addition in the app.
  • Instructions for 5-press method were inconsistent: initially said 'press five times', later said 'press and hold' at [14:00], causing customer confusion.
  • No validation step was performed after troubleshooting; agent assumed success based on LED state without app confirmation.
  • Final resolution path (24-hour wait) was vague and lacked a scheduled follow-up or escalation path.
  • Agent incorrectly implied the parent node should show blinking white during pairing, which is not required per KB.
Positive Highlights
  • Collected correct model (MX6200) and serial number from the customer [06:00–07:00].
  • Correctly identified that the 5-press method is supported on MX6200 devices per KB documentation.
  • Demonstrated patience and offered multiple troubleshooting avenues (app reinstall, 5-press pairing).
  • Recognized that solid white LED indicates the node is online and working, per KB LED reference.
Agent Errors / Gaps
  • Provided contradictory instructions for the 5-press method: first said 'press five times' [08:00], then said 'press and hold' [14:00], which is incorrect and caused customer uncertainty.
  • Failed to obtain confirmation that the nodes were added to the network before ending the call.
  • Provided an ambiguous timeline (24 hours) without scheduling a callback or follow-up.
  • Incorrectly stated that the parent node should show blinking white during pairing [18:00], which is not a requirement per KB documentation.
  • Did not verify if the nodes were already paired but hidden due to app sync issues or firmware mismatch.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended with 'let's give it at least 24 hours… you now have 10 nodes' without confirming the nodes appear in the app or are usable.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed 5-press method and app reinstall but did not verify via admin page or other diagnostics to confirm node integration.
R3 Met Correct resolution path conf 95%
Agent correctly selected 5-press method for MX6200 nodes, which is the appropriate path for adding child nodes per KB.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (nodes not appearing in app despite solid white), confirmed hardware model, checked node state (solid blue), and inferred configuration gap — leading to correct pairing intervention.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use local web interface (http://192.168.1.1 or myrouter.local) to verify node presence. Per universal_mesh_full_rebuild.md and velop_child_node_setup.md, the admin page is the authoritative way to confirm nodes are listed in the network map when the app fails.
T3 Met No misinformation conf 98%
Agent accurately described the 5-press method for MX6200: 'press the reset button on the parent node five times within five seconds' — consistent with velop_child_node_setup.md and universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided instructions and attempted to keep the call moving, but guidance was repetitive, confusing, and lacked clear milestones.
C2 Partially Met Confirmed understanding conf 85%
Agent used basic language but included filler and did not consistently check the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and attempted multiple troubleshooting steps.
O2 Partially Met Proactive follow-through conf 90%
Agent set a vague next step ('give it at least 24 hours') without a concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent never escalated despite the issue remaining unresolved after multiple attempts; escalation would be appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and one was warranted, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge the customer’s frustration or repeated effort ('I’ve spent hours…') and offered no empathy.
X2 Not Met Tone & rapport conf 90%
Agent maintained a single, procedural tone and did not adapt to the customer’s confusion or repeated attempts.
X3 Not Met Overall experience conf 95%
Customer was asked to reinstall the app, repeat the 5-press method, and wait 24 hours – all adding effort rather than reducing it.
Call Transcript52 turns · 57 lines
Speaker 1
[silence] Hello. Uh, yeah, I got the network for you guys set up, and I was trying to add two more nodes, and it didn't matter what I did. They - even when they all synced up,
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
and went to white lights together, the app, uh, to see the other two nodes that were supposedly added. So I was trying to, see if you can help me figure out why it's not doing that. Yeah, I have a, uh, lights together, the app, uh, to see the other two nodes that were supposedly added. So I was trying to, see if you can help me figure out why it's not doing that? Yeah, I have uh right. and so I shut down the app and redid it and tried to see if I can get it to I accidentally see those after I do that, but they never they never come up. So not sure if I'm doing something wrong or or what.
01:00
Speaker 2
Alright, uh, just to make sure I got it right, sir. So, you're trying to like add a child node to your network? Although they're showing solid white light, they're not showing on the Linksys app. Mm-hmm. Mm-hmm. So you mean you have already uninstalled and reinstalled the app?
01:00
Speaker 1
Uh, no, I have not done that. I have just, um, closed it and opened it. So you're suggesting reinstalling the app. Okay. Let me, um, re plug in both of those nodes who had supposedly sync-ed so that if it comes back up, it might see them. I had unplugged them thinking something was wrong. So if they actually got the white light part, they probably did sync, but we just don't see it. Okay. So you're recommending to delete the link this app. Okay. Okay. Got it. Let me, uh, make sure I have a, mm-hmm.
02:00
Speaker 2
install the links app. [silence] [silence] Yes, sir. [silence] [silence] [silence] Yes, sir. uninstall and reinstall the links app, then re-log in your credentials. So right now right now right now, sir, you got a total of like three.
02:00
Speaker 1
No, I have eight nodes now. But I have a very large house. So what, before I delete it, I just want to make sure I got all the, the kind of network administration sort of information in front of me. Um. Well, I don't really, I only do that when I'm remote. Since I'm normally here. It seems I'm on the net.
03:00
Speaker 2
Oh, eight notes, wow. Okay. Um Mm-mm. I see. All right. Mm-hmm. Well, usually how do you log in with the Lenses app? Do you use like um, um, do you use the web, I mean, the the email and password log-in?
03:00
Speaker 1
Network of the... yeah. Um, that's almost, exclusively what I do. Um, should I try... should I try maybe re restarting the network first? Let's see. That's not on the app. Okay. Well, it may be, but now that I plug... yes, sir. But now that I plug them back in, they're just sitting there on blue again. They had done the whole syncing thing where they talk... so I guess it kind of went back to basic or something. I guess so, but I'm...
04:00
Speaker 2
Oh, locally. Mhm. I see. Mhm. I see. Alright, I guess, I guess. Hmm. Well, uh, I, I don't think you need to do that considering that the child nodes, uh, were showing solid white light. Uh, technically, um, they're, they're working fine if you say you were able to add the child nodes and, um, the, the lens is up. Yep. I guess. Mhm. I see. So, you have unplugged it and reset it?
04:00
Speaker 1
Plugging it so it must because they're both back on that blue solid blue. Sure. Okay. Yeah it's pronounced bow. No worries. No problem. Yes sir. and I and I recently upgraded all of the um network uh routers in the whole house. I had I had a prior network with you guys and then I just bought all the six pro is that what is that what you guys call it? yeah the pro 60.
05:00
Speaker 2
all right sir, how about this one? let me just create a quick record here. I believe I'm speaking with Mr. Bruce Harrison oh Bo sorry. alright. and then your email address is c. Bo Harrison gmail.com. alright. okay. oh yeah the the MX6000. or the velo six-e.
05:00
Speaker 1
Yeah, so that's what I have eight of and I'm trying to add two more to complete it. Yep. Uh uh, sure it's like, S-inity. It's um the one that's connected to the modem. Okay, hang on, let me grab it. Yes, sir, they're all the MX 6200 and uh you need a model um serial number? Okay, I found it, it's, you ready? That's very tiny, hang on, it's it's five, eight W. Oh the
06:00
Speaker 2
Mmm-mm. I see. Mmm-mm. All right, sir, um, may I know who's your internet service provider? ...finity. All right. OK. Um, do you mind providing me the the model and the serial number of your main router, your parent, no. Yes. Is it the same model, the MX6500? Mm-hmm. Oh, yeah, serial number. Mm-hmm.
06:00
Speaker 1
10102907689 Is that right? Yeah, because I kind of learned that they have to be close to where they steal and talk to each other. So, what?
07:00
Speaker 2
Okay, I just want to repeat. It's 5 8 W 1 0 M 2 9 D 79 0 6 8 9. Alright. Um, just to verify. Are currently, are all your routers, or are these two child nodes you're trying to add to the network, are they near the parent node? Mm-hmm, exactly. Alright. And, right now it's showing solid blue.
07:00
Speaker 1
I'm not sure. OK, but won't that reset the whole
08:00
Speaker 2
[silence] All right. So here's what we're going to do, sir. Um before that uh just to verify again, uh the child nodes showing like a steady blue light? Okay. All right. So for you to manually add the child nodes, we cannot uh uh if you perform the five press method, so all you need to do is just press the reset button on the parent node for five times within five seconds. Uhm not not actually resetting the whole network, sir. So doing the five press method
08:00
Speaker 1
Oh, okay. So it won't, I was just worried. I've got, you know, half million devices all set up. I don't have to reset a password or a, um, yeah, I didn't want to, it won't, it won't require that. Okay. Mhm. Okay. And then it should go to the white blinking light or something. [silence]
09:00
Speaker 2
or pressing the reset button on the parent node five times within five seconds is one way of adding the child node manually without any use of the linksys app or the web interface. Mhm. Yes. So just ensure that you're yeah you just have to ensure that you're pressing it properly. So you press the reset button five times within five seconds not too fast and not too slow. Yeah, it should communicate with your child node. So it will Your child node will start blinking and eventually after approximately two to three minutes it will go online.
09:00
Speaker 1
Okay. Let me try your method and see if those will they start with the blue ones start blinking as well. Well the child nodes that are currently blue, will they start blinking like they normally do and start sinking? Okay. I'm looking at the reset on the on the mother node and I'm going to press it quickly five times in five seconds. Okay, here goes. One, two. I did five and it starts giving me a red light and now it's back to white. Okay. I know it did something's cause I saw a bunch of stuff move. But it went back to the white steady light pretty quickly. Do I go look, should I go look at the child node, see if they're moving?
10:00
Speaker 2
I'm sorry? Yes, yes. Hmm. Quick, not too fast, not too slow. Okay. Just give it some time.
10:00
Speaker 1
Speaker 00:09 about 5 about feet Okay, should I move it closer if I can? I can move them closer, that's no worries. but no, I can't. I'd have to go too I do have a plug a closer. I don't think it stuck cuz it went back to white really quick. And just steady white steady white and stayed there.
11:00
Speaker 2
Yes, please. Uh, how far, how far is your, your child node by the way, from the main one? Oh, 5 ft. Mhm. Uh, let's see if it would be able to reach 5 ft. Yes. Uh, but for now, can you move it without unplugging it? Okay, I see. So, yeah, let's just wait for it since we have, we had just performed the the five press method. Mhm. Mhm. But right now, the child node, is there any, like, change in the light? Or is it was there like a Okay about this let's let's try to move the child name mm-hmm okay mm-hmm I see mm-hmm
11:00
Speaker 1
Yeah. For the waiting on. We got. I think they're both finally on solid blue again. Yes, sir. Okay. Okay, I did it. It's flashing red light and it went back. Well,
14:00
Speaker 2
So let's just wait for the child nodes to go back solid blue light sir. All right. So they're now solid blue. Okay, so let's perform again the five prunts method on your current node. So, press and hold the reset button, five, I mean press the reset button five times within five seconds, not too fast and not too slow.
14:00
Speaker 1
It was flashing, but now it's steady white again. That's weird. That's weird. I wonder if I didn't hit it five times correctly. It just went back to solid white. So I, I don't know, should I hold it longer when I press it? Like one, off. Two, off. Three, off. Okay. Let me try one, two, three, four, five. And it went red for a second, and it burped on white. And now it's steady white again.
15:00
Speaker 2
What do you mean, sir? You just have to do it like normal counting, sir. Like, you know, like 1, 2, 3, 4, 5, 6, 7, 8, 9, 10. And then you'll do it 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 10th 10th. You'll start the first over again.
15:00
Speaker 1
That's so that's weird. It's not like well, actually, it looks like one of the child nodes is blinking white now. Yep. Only one of them, not both of them. Yeah. Something. Yeah, no worries. Can it only do one child node at a time? Is that why the other one's not turning white? Oh, wait, the other the other one is turning white now too and blinking white. That's good. Okay. No, I'm sure that's right, because when I went in the app, they weren't, they weren't there, even though they were on solid white. It was some sort of strain, Go ahead. Yeah. That is not added, I agree with you, yeah, makes sense.
16:00
Speaker 2
It seems, yeah. I think the reason why you weren't able to, um, I mean, your Linux app, uh, wasn't able to locate the two child nodes because the child nodes were not yet configured and, uh, have not yet, um, added to your network. So, mmhmm, um, but to think that to think that you have unplugged it and plugged, and after plugging it back in, it went solid blue instead of solid white, if you say you have already added it.
17:00
Speaker 1
and I did get a strange thing on the app saying, oh, it wasn't successful, do you want to try again? And I would try again, again and again. It's like the app app wasn't really talking well, to the devices or something. I wasn't quite sure. But I spend, I spent hours trying to do it. So I just decided to call you guys today. you're still doing the blinking white thing, so that's good. Uh I don't see the parent node doing the blinking blinking white, which I've seen before. But maybe they're just still configuring or something. It just is at the very very.
18:00
Speaker 2
Mm-hmm. Mm. Yeah. Actually, it's sometimes the the parent node won't go like a blinking white all throughout adding the child node. So as long as it went to yeah, as long as there was a light pattern after you did the five, Okay. All right. No worries there. Let's just give it some time. Um, normally it would take probably more than three minutes, considering that you're adding two child nodes at the same time. I see I see mm-hm
18:00
Speaker 1
Okay. So so but one of them just red. Oh, okay. Okay. Yeah, they're both now red, which is weird. Okay. got it. Let me get my phone so we can look at them. Should I look in the app now or no?
21:00
Speaker 2
Okay, that's good to hear. All right. It only means that they're already connected to the network, so we can try to access your Linksys app and check if the two child nodes are now showing. Well, that's a normal light pattern actually, so eventually it will just go back to its solid white. Just give it more time. Mhm. Let's let's just wait for the child to go back to solid white first.
21:00
Speaker 1
I noticed that even the mother node when it's prebooting off the Infini TV modem will go red before it goes back to the solid white you know every time we're resetting it because you know Xfinity kicks out an upgrade or something no does the red represent some sort of final resetting it's doing yeah it's doing or no okay
22:00
Speaker 2
Mm-mm.
22:00
Speaker 1
Yeah, they're both still solid red. I'm just going to give it just a little bit longer. Sure. No problem. Well, is it a problem if they're next to each other? Would they interfere with it connected to the mother thing? Okay. Okay. [silence]
23:00
Speaker 2
i see mhm okay just one more minute sir okay let's give it one more minute no sir actually um well uh how about this one sir let's try to let's try to add the child nodes one at a time uh so um let's
23:00
Speaker 1
OK, just press the reset for 10 seconds or something. Oh wait, they both just, they, they, they both just turned white. Yeah. Okay. No problem. Okay. Let me open it. Let me see if it's a PC.
24:00
Speaker 2
recent. First, one of the child nodes. Press and hold the reset button. Oh, okay, that's good to hear. Oh, we almost reset it again. Anyway, yeah, I guess that's already configured. It probably just took time, you know, understanding your configuration or adopting your configuration. So, let's go ahead and check your Linux app and see if it's already showing there.
24:00
Speaker 1
Well, no, it only shows the original eight nodes on there right now. Should I go into the node section, maybe? Yeah, in the node area. I don't see any of the nodes, the new nodes, only the original eight. Yeah, oh yeah. Re-login. Sure. Okay. So [silence]
25:00
Speaker 2
Mm-hmm. Uh, let's try checking and refreshing the Linksys app. Mm-hmm. I see. Uh, can we try to like force close the Linksys app? And try to re-login? And can you also, um, can you also like turn on your Bluetooth on your LinkSys? Oh.
25:00
Speaker 1
Well my Bluetooth is always on, don't worry there. So on the um app, is there a log out thing I'm I should be looking for? Oh, account. I found. Well, I did of course close it and open it and it didn't work. So, could I log out, log back in? Okay. All right, I'm logging out. Let me press him. [silence]
26:00
Speaker 2
I mean, on your phone, sorry. okay. oh, just you just have to like um force close the links, this app sir. oh, okay. yes, yes, we can do that.
26:00
Speaker 1
Well, it logged back in, but it still only has 8 nodes. Oh, 5 to do that. OK, let's do it. delete it, remove app. Delete. Yes, delete it all. All right, let's scan and store. [silence]
27:00
Speaker 2
okay all right how about do we uninstall and reinstall the layers of apps sir all right
27:00
Speaker 1
Opening the app. So far it says, get notified of connectivity and network update. Yeah, allow that. Sure. Let's see those cases and allow. No, it's still only sees eight nodes after we reinstalled it. Let me go in the node section to see if it... Yeah, I've done it before like this, and then sometimes that new node will pop up after you go in the node section like it was there the whole time. Then just... [silence]
28:00
Speaker 2
Hello sir, how is it? Mhm. Mhm, let's see. Yeah, actually, sir, and um you were able to like do much, I mean all of the, you know, troubleshooting for the Linksys app and it's still showing like eight nodes. So um what we're going to do is...
30:00
Speaker 1
Okay, okay. Okay. Okay. Okay. Okay. Well, why don't I take one of one of them? Yeah, and move it over there and see if it gets a white light, where it's going.
31:00
Speaker 2
to do now sir is let's give it at least uh 24 hours you know to um see if it will uh eventually show up so for now what I'm going to do is uh I'm going to uh to have this further check with uh the team if there's like um uh an issue with the lens app currently with regard to the lens app so well not showing some of the uh nodes so for now sir um let's let's just uh relocate the child nodes to where you wanted to place it uh considering that it's showing solid lighter uh there's no problem with that it means it's online so yeah let's let's just give it the mhm the um 24 hours then after that let's let's do a quick check if it still shows that way keep in mind that um we're having an outage right now okay let's hang up on that uh as soon as we get the news change but for now that's how it is so mhm um just um[silence]
31:00
Speaker 1
OK, I'll unplug one of the tiles now and then we'll take it to a new location. And we'll see if we get a white light over there.
32:00
Speaker 2
Okay, alright, sir. Huh? Huh? Uh, by the way, sir, in total, you now have 10 nodes.
32:00