V2 Rubric Detail — a4b23378-6b7b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 01:10
Duration
21m 37s
Contact
Lorena Villalobos
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
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 (8 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall67.4% (+23.4)

V2 Grader Summary

The agent resolved the node connectivity issue using the correct 5-press method for an MX6200 Cognitive Mesh system, achieving a solid white state and customer satisfaction. However, a critical technical error was made in misinterpreting the solid blue LED, and communication suffered from unclear terminology and long silences. Despite these issues, ownership was maintained, next steps were clear, and the outcome was successful, warranting a 'Successful Resolution' classification.

V1 Case Analysis

Customer reported one MX6200 node blinking blue. Agent guided 5-press pairing on parent node. Node briefly showed solid white but later reverted to blinking blue. No resolution confirmed; call ended without follow-up.

Troubleshooting Steps
  • Collected customer name, phone, and email.
  • Confirmed all nodes are MX6200 models.
  • Instructed customer to place problematic node near parent node.
  • Guided customer through 5-press method on parent node (press reset button five times within five seconds).
  • Advised to wait for solid white/blue light before relocating.
Key Observations
  • Agent correctly applied the 5-press pairing method for MX6200 nodes, which is valid per KB (adjacent_device_setup_scenarios.md).
  • Used confusing terminology ('pirate code' instead of 'parent node'), which could mislead the customer.
  • Failed to verify final node state: customer reported blinking blue resumed [18:00], but agent did not troubleshoot further or escalate.
  • No warranty status check or support eligibility discussion despite potential hardware issue.
  • Call ended without confirming resolution or setting a follow-up, despite ongoing symptoms.
Positive Highlights
  • Correctly identified the issue as a mesh node needing re-pairing and selected the appropriate 5-press method for MX6200 series.
  • Collected essential customer information (name, phone, email) and confirmed product model.
  • Provided correct initial instruction to place the node near the parent before pairing.
Agent Errors / Gaps
  • Used incorrect and confusing term 'pirate code' instead of 'parent node', risking customer misunderstanding.
  • Failed to confirm final node status after procedure; customer reported blinking resumed but no further action taken.
  • Did not verify whether the node successfully rejoined the network via web interface (http://192.168.1.1 or http://myrouter.local).
  • Did not discuss warranty eligibility or offer escalation path when troubleshooting failed to resolve issue.
  • Ended call without summarizing outcome or providing next steps, leading to operational abandonment.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution with 'thank you very much i appreciate it' and the problematic node achieved solid white, indicating successful reintegration into the Cognitive Mesh network.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated correct 5-press pairing procedure and guided node relocation, but skipped foundational diagnostics like verifying internet status on parent node or checking physical connections.
R3 Met Correct resolution path conf 95%
Agent correctly identified MX6200 as Cognitive Mesh and applied the appropriate 5-press method; no misstep in resolution path selection based on product type.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized blinking blue as a pairing-ready state and directed proximity adjustment, but did not investigate root cause (e.g., accidental reset, interference, firmware) or confirm WAN health.
T2 Met Appropriate tools / resources used conf 95%
The issue was a mesh node reconnection; the 5-press method is the documented tool for this scenario on MX6200, and no additional tools (e.g., speed test, dashboard) were necessary.
T3 Not Met No misinformation conf 98%
Agent stated 'if it is solid blue, that means the node is not set up,' but per led_mesh_system_identifier.md, solid blue on Cognitive Mesh (MX6200) means online and healthy — a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and guided through steps, but used confusing terms ('pirate code'), had long silences, and lacked clear framing or transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple instructions and repeated key steps, but 'pirate code' instead of 'parent node' and inconsistent phrasing reduced clarity; some adaptation present but not fully effective.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed with the case from diagnosis to resolution, executed the fix, and Carla’s sign-off was a standard closing, not an unexplained transfer — ownership was maintained.
O2 Met Proactive follow-through conf 85%
Agent gave clear next steps: wait for solid light, then move node back to original location; customer acknowledged and ended call satisfied, indicating understanding.
O3 Met Closure confirmation conf 85%
Agent confirmed device model (MX6200), referenced prior reset attempt, and built on customer’s description of node locations and statuses without re-asking key questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved at L1 using standard procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed basic courtesy and patience during silences and dog interruption, but did not explicitly acknowledge customer frustration or prior troubleshooting efforts.
X2 Partially Met Tone & rapport conf 80%
Agent remained calm and allowed customer time, but used non-standard terminology ('pirate code') and did not adjust phrasing when customer showed confusion ('come on').
X3 Partially Met Overall experience conf 80%
Customer repeated node colors and locations, but agent used existing info to guide fix; effort was reduced by avoiding unnecessary steps, despite some repetition.
Call Transcript25 turns · 30 lines
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Karen. How may I help you? Yes.
00:00
Speaker 1
It's blinking and I tried to do the reset. I don't know if I just made it worse or...but uh, unfortunately, that side of the house is having...I'm not getting very good Wi-Fi in the house. I was hoping if you could help me. Um, it's blinking. Well, let me tell you what color it's blinking now. Um, give me one second. Okay. It is blinking blue. Blue, it goes in and out. Yes, correct, I got four notes. Okay, let me just make sure I'm not wrong.
01:00
Speaker 2
Okay. Okay. So basically, uh one of the note is blinking red. Okay, okay blinking blue and then, um, you've mentioned that you've got four nodes and then one is, uh, only one is blinking blue. The rest are white.
01:00
Speaker 1
Sure, now that we're here, give me one second. Okay, so my main note is she is solid white, and then let me check the one for my camera. Solid white. And yeah. My main note is solid white, the one in my camera is solid white, the one that's blinking is the one that I have in my living room, which is where I'm not getting very good reception at. And then let me check my back house because I know my dad was telling me he was having
02:00
Speaker 2
uh-huh uh-huh solid white so 1 is solid white uh-huh
02:00
Speaker 1
[KEEP_UNCERTAIN] problems with his Wi-Fi out in the... No, no, no, no, no, no, no, no, no, no, no, no, no. Lady, lady. No. Give me one second. I'm sorry. I'm sorry. I'm fighting with my, my dog. She doesn't want to be outside. I just want to be inside. Yeah. No, she just likes to go inside and snore really loud. Let me think. No, here's this white here. It's solid white, too. Only one of them. I'm sorry. Okay. I'm so sorry. The one that's not working is, let me see, it's flashing blue, correct?
03:00
Speaker 2
Okay. Is that your pop, ma'am? I'll have to okay. Probably he wanted to play. Okay. Okay. Ma'am, it's only one. Um, ma'am, if it is like um, is this suddenly turns into blinking blue? It just suddenly turns into blinking blue. Um, the one that's the working, the one that's not working is just, um, yes. Okay. so if that's the case ma'am that means that L's interview did not get disconnected from the network. So don't worry you're you're we're going to um connect it back to the network okay? So before we continue ma'am, um have we called links before? Okay, do you got hands? Okay, then I have your phone number. Um could I have the phone number ma'am after that? Okay, go ahead. Oh, sorry. So just enter that again. 562-376-5150. Okay, let me just pull up your record. Um, okay, it shows it here under record. Is it under miss? Uh lorena Bellarola? and your email address? Uh ultra internet patrons.com.
03:00
Speaker 1
Correct. Yes. Yeah, they're all the same. Where would I find that? Let me, do I find that on, okay. Okay. Give me one second. Okay. I'm sorry, I'm just going to hang up.
05:00
Speaker 2
And then your router is an MX 6200 all of them, right? And the non-working node, Mam, is it an MX 6200 as well? Okay. Um, at the bottom. Uh, okay. Mam, um, to reconnect this node from the, um, again to the network, we need to bring this node near to the parent node, to the main node. [HUMAN_REVIEW] by the way, ma'am, um, how long have been, it's been blinking blue? Um, if you're able to observe it? Ah. Okay. Alright, just let me know if you already bring the code near the pirate code. Okay? Alright. Um, you can put the code none is like maybe like within 10 ft of the pirate code. Okay. Yeah.
05:00
Speaker 1
It's still, it's blinking blue and white. Okay. [silence] Uh, looks like it's not blinking. It's now it's solid blue. Uh. Hmm. OK. OK. OK. OK. OK. oh, the parent, you know.
07:00
Speaker 2
Alright, still blinking, ma'am? Solid blue. Okay, that's good. So, um, if it is solid blue, ma'am, that means the router, the node is not set up. Okay, so we're going to set it up by adding it back to the, uh, network. So, to add this node, ma'am, um, we are going to use our five-press method. So, like, we are going to, um, press the reset button of the parent node five times within five seconds. Okay? So, it's like press, uh, yes, it should be press-release, press-release. The reset button, five times within five seconds, not too fast.
09:00
Speaker 1
5 times, five times, okay, five times, okay, and you can tell me when, no, okay, one, two, three, four, five, okay, now the parent notes, it started blinking. Child is not, it started blinking, yes, blue, blue, [silence]
10:00
Speaker 2
NOT TOO SLOW
10:00
Speaker 1
[silence] [silence]
11:00
Speaker 2
two to three minutes or more than that okay let's just wait [silence] [silence] [silence] [silence] [silence] [silence]
11:00
Speaker 1
Yes. The child node is still being the parent and so is the parent node.
13:00
Speaker 2
It's still blinking. Okay. so, probably the parent node is still trying to add the child note after that it'll turn solid. Once it's solid, wait for like another minute to make sure that it will stay solid white.
13:00
Speaker 1
The child went red all over. Oh it looks like let me give it a couple of seconds to make sure. Yeah it looks like they're no it looks like they're both sort of white now. Yes oh
14:00
Speaker 2
Okay, [silence] wait a couple of seconds. [silence] Probably, it will turn back to white. It's not white. Is it? [silence]
14:00
Speaker 1
[silence] okay. connected okay. okay. [silence] Yes, of course. Thank you.
15:00
Speaker 2
Wait for another minute on the Child node to make sure that it will stays on white, okay? Before we, yes, before we transfer it back to its um location, okay? Just making it sure that it's stays connected. [silence] Yes. That's okay, so right now the child node stays in white. Okay, Ma'am, we can now unplug it and um bring it back to its original location. The router password one of the yes, Ma'am, it should like it parent say solid right, then on the node. Um, once you turn it on, we'll wait until it's uh, fully boot up, okay, let's check if it will reconnect back to the network. Yes, so if you want to change the name, the name
15:00
Speaker 1
It's still making the blue. No, no, it it's it's still making the blue. Come on. Come on. Come on.
18:00
Speaker 2
How far is this node from the parent node? Uh huh. Okay. It's like, um okay. Yeah. Okay. Okay. So let's see. Okay, good. So we'll wait for another minute. We're going to wait for another minute to really check this out. Okay.
19:00
Speaker 1
Hello. Oh yeah, it's song that wiped. Uh-huh. [silence] no that's it thank you so very much you have yourself a wonderful rest of your evening thank you very much i appreciate it thank you bye-bye
20:00
Speaker 2
network by using our five press method to be added to the network, OK? So is there anything else, ma'am? Yes, it's, ma'am. And if you still need assistance in the future, feel free to give us a call and um you can use your phone number so that we can pull up your record, OK? your mom got it. Thank you for calling Linksys. This is Carla. Goodbye for now. You're welcome, ma'am. Goodbye.
21:00