V2 Rubric Detail — a4e130ec-7495-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:09
Duration
7m 17s
Contact
Craig Glass
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135334
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: device reconfigure_MX5500

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall54.2% (-7.8)

V2 Grader Summary

The agent correctly interpreted the solid purple LED on the MX5500 as 'ready for setup' and advised re-adding via the Linksys app, which is technically accurate. However, the interaction lacked full troubleshooting progression and confirmation of resolution. While guidance was factually sound, the case was closed prematurely without verifying success or providing complete next steps, resulting in partial resolution.

V1 Case Analysis

Customer reports MX5500 node stuck on solid purple and not broadcasting Wi-Fi. Agent advised using the Linksys app to re-add the node or purchase a replacement. No troubleshooting steps (e.g., power cycle, reset, cable check) performed. No serial/warranty collected.

Troubleshooting Steps
  • Identified LED status (solid purple) and explained its meaning per KB.
  • Advised using the Linksys app to re-add the node to the mesh.
  • Suggested purchasing an identical replacement node if needed.
Key Observations
  • Agent correctly interpreted solid purple LED as 'ready-to-setup' per led_intelligent_mesh_consumer.md.
  • No troubleshooting steps (e.g., power cycle, reset, cable check) were performed despite the node being in a non-operational state.
  • No collection of serial number or warranty status, which is required for hardware fault handling and potential RMA.
  • No verification of whether the app re-add process succeeded or what to do if it failed.
  • Agent did not acknowledge customer frustration or provide empathy, despite customer expressing uncertainty about device failure.
Positive Highlights
  • Correctly identified solid purple LED as 'ready-to-setup' per Intelligent Mesh LED guide (led_intelligent_mesh_consumer.md).
  • Accurately stated that any MX5500 node can serve as a child node in the mesh.
  • Provided correct guidance that the Linksys app can be used to re-add a node in ready-to-setup mode.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (e.g., power cycle, reset verification) before suggesting replacement.
  • Did not collect serial number or warranty status, violating protocol for hardware fault cases.
  • Did not verify whether the suggested app re-add step resolved the issue or provide next steps if it failed.
  • Did not acknowledge customer frustration or set clear expectations for follow-up.
  • Ended call without confirming operational outcome or setting a follow-up plan.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent advised using the app to re-add the node but did not confirm whether reconnection succeeded or resolve the core issue of the node not broadcasting WiFi.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent correctly interpreted solid purple as ready-for-setup and suggested app-based re-addition, but did not perform basic troubleshooting like checking WAN connection, rebooting parent node, or verifying mesh topology; relied on app solution without validating root cause.
R3 Partially Met Correct resolution path conf 85%
Agent selected a reasonable path (app re-add) for a node showing solid purple, which aligns with Intelligent Mesh behavior for MX5500, but did not assess warranty status or consider deeper diagnostics (e.g., factory reset, signal issues) before closing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified solid purple = ready for setup (per led_intelligent_mesh_consumer.md), but did not ask about parent node status, internet connectivity, or recent changes beyond modem replacement; missed opportunity to isolate upstream vs. node failure.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent referenced the Linksys app as a tool, which is appropriate for Intelligent Mesh MX5500, but did not guide customer through actual app steps or verify success; no use of web UI (192.168.1.1), LED lookup, or model-specific KB despite available resources.
T3 Met No misinformation conf 95%
Agent accurately described solid purple = ready for setup and solid blue = online (per led_intelligent_mesh_consumer.md); correctly stated any node can be child; did not provide incorrect technical info.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and clarified customer confusion about node roles, but responses were fragmented ('M-M>', 'aha I'm sorry'), lacked clear framing of next steps, and closed prematurely without confirming resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and avoided jargon, but did not confirm customer understanding of 'ready to set up' or app process; missed cues that customer was uncertain about procedure.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and attempted resolution without transfer, but ended interaction before confirming success or offering further support; took ownership but did not see through to confirmation.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested using the app to re-add the node, but did not specify expected timeline (4–6 min), success indicators, or what to do if it failed; no follow-up commitment made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff mentioned; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (node reconnection), though resolution was incomplete.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and patient, acknowledged customer’s uncertainty ('I see'), but did not explicitly recognize frustration or effort; tone was neutral but not empathetic.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s conversational pace but did not adapt to signs of confusion (e.g., repeating 'can I buy another node?' suggests uncertainty); missed opportunity to simplify or re-explain.
X3 Partially Met Overall experience conf 80%
Agent avoided asking for repeated information and used customer’s model input (MX5500); however, did not reduce effort by guiding through app steps or preempting follow-up issues.
Call Transcript14 turns · 14 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Links Supported 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, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. My name is I'm I'm doing great. [silence]
00:00
Speaker 1
Linksys mesh network, I guess. One of the nodes just died. And I was wondering... Yes. It's turning on, but it's not broadcasting any signal. What do I, can I do with it? Can I, is there, I mean, do they, do they go bad? I mean, I've only had these things... uh, what's that? Um, I don't know if I've had it a year. Oh boy. [silence]
01:00
Speaker 2
When you mentioned died, is it no longer working or turning on? I see. what was the question earlier? you were wondering if how long have you had the unit as well? How long have you had the Linksys? can you provide me the model of the unit,
01:00
Speaker 1
s the model MX 5,500. I bought them on Amazon. Yeah. So, there's the purple one on on nodes now. So I had to so the internet went out in the router or the modem. They had to replace it. So he was saying one of them isn't working and I'm not 100% sure of that. I could be could be lying to on that.
02:00
Speaker 2
M-M> And where did you purchase the model as well? On Amazon? What, is there any lights currently showing up on the unit? M-M> M-
02:00
Speaker 1
So I reset it, so I just plugged it, so if one of them's purple and the other one's blue, will they, do I just, so so now I'm at plug additional nodes into power near the router, and I just hit next, correct? Yeah, they're right, right by each other. [silence] One's blue,
03:00
Speaker 2
A solid purple light on the unit means it's in a ready to set up mode. In order for it to be reconnected, if you have the Linksys app, the app has an option to re add or reconnect your node back to your mesh system. Yes, that's the one. Make sure that the child node, or the node that you're trying to re, re-associate is near the main node. Yes, if, if your app is [silence]
03:00
Speaker 1
and then went purple. Okay. That one is solid. And I will type. so can I can you and can can I buy another one of these nodes to link to this? All I have to do is make sure. [silence] and I.
04:00
Speaker 2
is successful. Yes just continue solid purple means its ready to set up solid blue means it's working. All right if your app aha I'm sorry. Yes you can purchase another one and you can also associate it with the ones that are already working.
04:00
Speaker 1
Okay, so if I want to buy another node, I just have to make sure I'm buying a child node? Or correct? Oh, okay. Okay. Okay, so it's saying press and release to reset, so I did that on one. Do I do it on the other?
05:00
Speaker 2
All right. Once again, if your app is successful in finding a child node or a node, the message will say that it will take around four to six minutes. That should be it. Mm-hmm. No, not necessarily a child node, since any any of your nodes can become a child node. You just need to be specific with the model number. It you can just simply purchase the same one that you have right now if you're comfortable with the one that you have already. All right. [silence]
05:00
Speaker 1
It says reset, your node. Press and hold the reset button for 10 seconds. This will erase all settings permanently. Okay. Right. No, I guess that's it. Thanks.
06:00
Speaker 2
No, there's no need. Uh, what's the specific message? No, there's no need to do that. since it's already in a ready to set up mode. All right, is there anything else? I see. So once again, thank you so much for calling linksys as well. Take care and have a great day. Bye bye for now.
06:00