V2 Rubric Detail — a2725fec-6fd2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:43
Duration
48m 21s
Contact
Nedda Kairmi
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134602
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+33.9)

V2 Grader Summary

The agent fully resolved the issue by correctly diagnosing the solid red LED, guiding proper WAN port connection, executing factory reset and 5-press pairing, resulting in a working mesh system. Technical accuracy and troubleshooting were strong, though empathy and timing clarity could improve. No escalation was needed.

V1 Case Analysis

Customer had solid red main node with no internet. Guided through identifying WAN port, resetting node, performing 5‑press pairing, and switching Ethernet port. Node turned solid blue and internet restored.

Troubleshooting Steps
  • Identified which node is the parent (WAN‑connected) and located the correct Ethernet port.
  • Instructed to reset the node (hold reset button until LED off).
  • Guided through the 5‑press pairing method for MX2000.
  • Tried a different Ethernet port on the node.
  • Confirmed solid blue LED and internet connectivity.
Key Observations
  • Agent used Belkin branding and URLs, which are incorrect for Linksys support.
  • Model and serial number were not collected early; warranty status was never discussed.
  • Communication was fragmented with many silences and unclear phrasing, reducing clarity.
Positive Highlights
  • Correctly identified the WAN port and instructed proper Ethernet connection.
  • Applied the 5‑press pairing method appropriate for MX2000, leading to a successful fix.
  • Managed to get the main node back online and restored internet connectivity.
Agent Errors / Gaps
  • Incorrect brand reference (Belkin) and registration URL (register.belkin.com).
  • Failure to collect product model/serial number and warranty information at the start of the call.
  • Mixed up reset instructions with the 5‑press pairing method without clear explanation.
  • Lack of empathy and repetitive, unclear instructions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Okay, it's blue now... It's working, right now...' and later 'it created my Wi-Fi network looking for child nodes' indicating successful mesh setup.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through reset, 5-press method, power-cycling modem, checking WAN port, and waiting for LED changes — all aligned with KB steps for red light and pairing issues.
R3 Met Correct resolution path conf 90%
Agent provided full best-effort troubleshooting for a complex setup issue without dismissing due to warranty status; only suggested ISP contact as a last-resort verification step.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified solid red LED as symptom, asked about WAN connection, verified port usage, and progressed logically from reset to 5-press to modem check.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were available or necessary; agent correctly used physical procedures (reset, 5-press) and LED observation as diagnostic tools per KB.
T3 Met No misinformation conf 93%
Instructions to use 2.5 Gb port, perform factory reset, apply 5-press pairing on parent node, and verify via LED states are all technically accurate per Linksys KB for MX2000-series nodes.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control but frequently used vague holds like 'let's just wait' without specifying duration, causing ambiguity in timing expectations.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s confusion, repeated explanations about ports and LEDs, and avoided technical jargon effectively.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed all steps personally, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps: reset nodes, power-cycle modem, use 5-press method, monitor LEDs, and call back if needed.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained professional but offered minimal empathy; no explicit acknowledgment of frustration or effort despite customer’s repeated confusion and sighs.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated instructions, clarified port confusion, and confirmed understanding throughout.
X3 Partially Met Overall experience conf 70%
Customer had to repeat port descriptions and perform multiple resets; agent could have streamlined by confirming model earlier and directing to correct port faster.
Call Transcript74 turns · 81 lines
Speaker 1
Hi, I need to connect my links to extend my internet to my garage.
00:00
Speaker 2
Welcome to Belkin 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.belkin.com. Please have your device serial number ready. For assistance press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options press 1 now. Please have your device serial number and contact information ready. If unavailable kindly call back later. For out of warranty products, supported by fee may be available depending on the issue. Hi Thank you for calling Belkin support, this is Jewel, how can I help you today? May I have, may I have, please hear this. Okay. The serial number of your non-existent device. [silence] And who is your Internet Service Provider? [silence] May I have your first and last name please? [silence] How do you spell that, one name?
00:00
Speaker 1
N-A-D-D-A-K-A-R-I-M-I
02:00
Speaker 2
And lastly, your email address. Can you spell it for me, please? Thank you. How many links to nodes do you have in total for the system? Three. And what is the light of the main node? The light of the main node. Yeah, the LED light at the top of the main node. Is it solid blue? Yes. Solid red?
02:00
Speaker 1
splashing, uh, so I click, I click to add a new, uh, to add my current Wi-Fi system to the account and when it's, I click on, to add an existing router or mesh Wi-Fi system, it says, uh, something went wrong, we can't detect your router, yes, I do, I don't know, I just need this one right now, uh, is there, what do you mean, the main, uh, [silence]
03:00
Speaker 2
Bashing that what troubleshooting steps have we done so far, man, before calling? Okay. And you don't have any internet connection, right? I'll Hope out the others nodes. Are they also blinking red? Just the main node, okay. That's the one that is connected to, you know,
03:00
Speaker 1
How do you know it's a main node? So one has to be connected with the Ethernet cable. Oh, let me do bit how it's done. There. Should I plug it into the 2.5 gig LAN or the 1 gig LAN?
04:00
Speaker 2
Um, the main node is the one that is connected with the ethernet cable directly to the modem. Yes. Since you have three, one of them must be connected directly to the modem. Okay. Uh, the one that has the yellow mark, the very bottom port. Yeah, the internet port.
04:00
Speaker 1
no. I don't know where the Ethernet cable is supposed to go. There is no Internet port. I don't know what that looks like or is called.
05:00
Speaker 2
One that has 1.5. Is this your first time setting up this mode? What's the light of that one? When you connect the ethernet cable, is it still blinking red? So the ethernet cable must be connected to the internet port of the node, the one that has the, the one at the...
05:00
Speaker 1
That one's connected to my internet. I can't connect that one. That's already occupied. if i have two things i have a circle thing and a square thing i don't know which is which they both have the same connections.
06:00
Speaker 2
The one that has the very bottom, the one that has the 1.5 gig. [silence]
06:00
Speaker 1
I told you I have a 2.5 gig and a 1 gig.
07:00
Speaker 2
The Ethernet cable from the modem to the router must be connected to the 2.5 gigs. Okay. Okay, let's just wait for it to boot up. For like two minutes, it will start to have a blinking blue light. Then, after that, let me know what color. [silence]
07:00
Speaker 1
Hold on, it's the internet is restarting.
10:00
Speaker 2
Still [silence] need to [silence] figure out the light of the main node.
10:00
Speaker 1
Okay, it's red. Solid red. Okay.
11:00
Speaker 2
[silence] blinking red or solid red? All right. So kindly reset that one first. Just press and hold the reset button until the light will turn off, then release.
11:00
Speaker 1
It turns off. Yeah. Okay. It's off. Okay. Okay. Okay. [silence]
12:00
Speaker 2
you cannot go. But then you wait for it to reboot again and it will turn blinking blue and then let me nose turns a solid purple are hot things [silence]
12:00
Speaker 1
it's pink yeah live times okay okay okay okay It's a blinking pinkish color [silence]
14:00
Speaker 2
how would they hello good so for you to set it up easily just press the reset button again but this time you press it five times one press every second yes ma'am and what's the light of the main node okay
14:00
Speaker 1
Okay. Okay. Okay. Plug them in close by. Okay. Okay. Let me get them. Okay.
15:00
Speaker 2
So, let's just wait for it to process. Then, let me know if it will turn solid blue. You don't want to connect the other two nodes as your boos or extenders. Don't want to add them. If you want to add them, um just get them and plug them in right next to the main node or at least two to three feet apart from it. Yes. At least two to three feet apart. Let me know if the child nodes or the extenders will turn blinking red.
15:00
Speaker 1
OK. OK. Um, it's red solid. Yeah, the child ones are reset.
18:00
Speaker 2
Okay, so you can reset them first. Just press and hold the reset button until the light will turn off, then release. And by the way, what's the light of the main node? Solid okay. Just reset the child node first. Let me know once done so that we can reboot the modem and the main node.
18:00
Speaker 1
okay cooked okay okay all right do i keep the main node plugged in the the internet cable okay okay oh i'll turn it back on now okay [silence]
19:00
Speaker 2
okay So after you reset them, you go to your main node, you unplug it or you can also use the switch to turn it off. And then you also unplug the modem just the power. yeah the modem, the main internet. And then after 10 seconds, you plug back in the modem first and wait for like a couple of minutes for it to turn on line. before you plug back in the main node. yeah You just unplug the um power supply. Okay. So just wait for the modem to go online before you turn on the main node. so both of the child nodes or the boosters must turn pink or purple.
19:00
Speaker 1
They are purple. Should I plug it plug it? Uh, it's still still Okay. All right. Okay. Okay it's not online yet. [silence] [silence] [silence]
21:00
Speaker 2
Okay. so let's just wait. for the main node. so if the modem is online you can now turn on the main node so that we could check if it's online or not. Okay. [silence] Thank you for listening.
21:00
Speaker 1
Okay. [silence]
22:00
Speaker 2
Okay.
24:00
Speaker 1
Yeah, I see multiple set up just there's three different set up which one should I connect to? Okay. Okay. Okay. Okay. Okay, okay.
25:00
Speaker 2
mm, secure Wi-Fi setting and look for the network name Linksys or velop setup. Okay, try to connect to it and then use the password at the bottom of the main note. Um, try to check at the bottom of the main node. It'll see the network name there. Yeah, okay, and it define the number. It's still um, solid red.
25:00
Speaker 1
Yeah, it just connected. Yeah. It is, because my other devices are connected. I can see it on my app with Fidme. I didn't have like, I don't have like the hoop-up to connect to my computer to the thing.
26:00
Speaker 2
Okay. But the main node is still solid red, right? Do you have a computer that we can connect directly to the modem just to check if it's online or not? Okay. I Do you have a computer that we can hardwire directly to the modem so that we can get some information there that we can copy to the router in case it will not go online. We will just give it a three minutes, maybe it will just keep processing. Okay. So let's just give it like two minutes,
26:00
Speaker 1
[silence] [silence] Uh the lights [silence] They're all [silence] They're all green. Yeah. [silence] Yeah. [silence]
28:00
Speaker 2
Does it wired to Fidium or only this router? Okay. What's the light on the Fidium modem? Yeah, the light. Does it have a light? All of them are green. [ silence ] [ sighs ] Main node is still solid red. [ silence ] [ sighs ] [ sighs ] and when you try to check and when you connect to it, it says connected, but
28:00
Speaker 1
Yeah. Yeah. Should I try different ports? There is no internet port or yellow port, there's only a port that says 2.5 or it says 10G E. I'm sorry, 2.5 G.E. Um, Adtran, A D T R A N.
29:00
Speaker 2
but no internet connection is that what it says or that's okay? uh the only port that you can use for it to go online is the internet port or the yellow port. yeah. What's the model number of that mode ma'am? Just to verify if we have on this uh if I'm That's the model number?
29:00
Speaker 1
The model number is the serial number helping X 20000. [silence]
30:00
Speaker 2
the model number of the linksys main node. Model number. nx 2000. Let me just check. M near
30:00
Speaker 1
from the links. yeah, yeah, yeah, yeah.
31:00
Speaker 2
You connected the Ethernet cable to the first port, right? The one that's at the bottom beside the circle one? Besides the power, um, port? Yeah. That's the Internet port, the very first port beside the circle port for power. Okay, good. I Do you have, like, other devices that we can try to connect directly to the modem, just to verify the hardware connection? Since the Wi-Fi connection on the modem is good, but we have to check the ports or the s Solver's code. How you say 'what for power', okay, good.
31:00
Speaker 1
[silence] Incident setup mode. Alarm off. Warning. Garage. Camera. Battery low. Okay, what are we going to do? I don't have anything. No, I already said no, I don't. I don't like it's 2026.
32:00
Speaker 2
Did you buy this wireless connection for it? Since right now the main node is not detecting any internet connection from it, since it's solid red. [silence] Do you have like other device?
32:00
Speaker 1
Don't just plug into the internet like that anymore. Everything's like wireless. No, I don't have anything. [silence] Are you gonna call them?
33:00
Speaker 2
Yeah, since we cannot test the, like, the wired or the port of the modem if it's active or not, then the next option that we need to do is to, like, call your internet service provider just to verify if the modem port for the internet is active or not. All right? Um, you need to call them to ask and verify if the port is active and let them know that your router is already set up, but it's not detecting any internet from the modem. And then once verified, if it's still solid red, um, if they confirm that it's active and online, there's no problem on their end, um, just feel free to call us back after.
33:00
Speaker 1
Um, hold on. It's going to take too long to figure that out. [silence]
34:00
Speaker 2
Because we don't have any other devices to use to confirm. So I might need to call them instead.
34:00
Speaker 1
Okay, it's blue now. I tried a different port. It's flashing blue. That was solid red. There's two devices, and I'm not sure which one is the modem, but there's one on one, and there's four on the other. What? No. The light's blue now, and it says there's an Internet connection. Yeah. [silence]
35:00
Speaker 2
Okay. How many ports do you have on your modem? Mm-hmm. Okay, I see. You don't have like um a black box? Like a black box that's the modem. So the main node is now solid blue? Okay, that's good.
35:00
Speaker 1
it's working, right now, in mode, press the reset button five times, okay, washing and painting.
36:00
Speaker 2
Try to check if the Internet is now working fine, you can run a speed test or try to Google something just to verify. Okay, that's good. So, um, for you to add the other nodes, you need to press the reset button again on the main node five times to add the two other nodes. You do the five press on the main node only. Yeah, on the main node only. Okay. And then after that, you observe the light of the other nodes if they will start to blink or not.
36:00
Speaker 1
one is flashing purple the other one is too what the one that's really purple is now flashing red okay okay they're both brushing okay okay no it's just whatever the name and password is on the bottom of the device right is that is that what it is yeah just the default login [silence]
37:00
Speaker 2
Okay that's good. Okay good. So. Okay, that's good. It's now processing. So let's just wait three to five. Um, let's wait three to five minutes for them to connect. And by the way do you want to change your network name and password, or you just want it to leave it as it is. Okay. All right. So if, what if, yeah, but if you wanted to change it, we can um, you can use our linksyn app so that we can log in locally and then there you can manage your network. You can change your name and then your password. If you want. [silence]
37:00
Speaker 1
let's let's do that I did. yeah. okay. okay uh I just linked my account to my wi-fi and it now says configuring my wi-fi network. thank you. what else can I help you with today testing one two three
38:00
Speaker 2
Okay. So, you can download our Linksys app if you don't have it yet on your phone while waiting for the child nodes okay. So, you said that you logged in earlier, correct? So try to log out first um. We will not use email and password to login since that is not um working anymore, the account um is not working anymore, so we will just use router password to login. Let me know um what page can you see on the um Linksys app or what does it show? Okay.
38:00
Speaker 1
do I keep my internet hooked up to this ball lab setup or can I just connect to my regular internet now on my [ 0m11s613ms ] okay. [ 0m19s913ms ] okay. [ 0m28s653ms ] still configuring my Wi-Fi network. [ 0m30s333ms ] Now it says it created my Wi-Fi network looking for child nodes. [ 0m39s533ms ]
39:00
Speaker 2
Yeah, you must be connected to the wires. That. So that the Linksys app will recognize your router. What does the app show right now? Okay. Okay.
39:00
Speaker 1
Okay, got, got him. [silence] drafting
40:00
Speaker 2
what does it shows? Yep, go to dashboard. Okay, good. So for you to change your name and password, just go to menu, you can see that icon on the upper left corner, the three dash line. And then go to
41:00
Speaker 1
Mm-hmm? Oh, for my Wi-Fi? I don't want to change the name. That's where I have my Wi-Fi. Yeah. Okay. Okay. Um, the one in the garage. Um, seek.
42:00
Speaker 2
Wi-Fi settings, you change the name and the password. Just click on the password, if it will show you the dots, just click on it to see and then delete if you want to change it. Yes, for the linksys network, so you just want it to be as it is. Okay, I see. So, yup, If you are good now, if you're okay with all of this setup, you can unplug the other two nodes and relocate them to any location you want something, and then I
42:00
Speaker 1
OK. Is it blue. Is that because it's important? And OK. Well it's blue. Is it that. I mean is it connected.
43:00
Speaker 2
We just have to give it some time, like three to five minutes for it to reconnect.
43:00
Speaker 1
Okay.
44:00
Speaker 2
Yeah, once you plug it in, it will turn solid blue, then blinking blue to blinking red then it will go back to solid blue, that means it is connected.
44:00
Speaker 1
all right [silence] my phone's connected to [silence] my own internet is it right? [silence] Mhm. Okay. Mhm. okay
46:00
Speaker 2
If you wanted to Linux, since all of the three nodes will be on one network.
46:00
Speaker 1
Okay. Okay.
47:00
Speaker 2
Yep. If all of your child loads will turn solid blue, then that means they are connected. And you are now all set up. And if you wanted to change or manage some settings, just use the link to this app. All right. So you're all good now. Okay. You're welcome, ma'am. And by the way, here is your ticket number. Kindly take note. Okay. Yeah, that's normal. That means it's now connected successfully.
47:00
Speaker 1
Okay. Okay. Okay, great. No, I don't I don't need the ticket number, thank you. Thank you, too. Bye-bye.
48:00
Speaker 2
Yes, that's normal behavior. Okay, all right, ma'am. So if you need more help next time, just fill free to call us back. Thank you for calling. Thanks. You have a good one. Bye.
48:00