V2 Rubric Detail — a5a9e962-64c1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 11:43
Duration
22m 46s
Contact
Neil Holbeche
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132922
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding the child node

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall24.4% (-3.6)

V2 Grader Summary

The agent failed to apply the correct 5-press pairing method for the MX4200, provided inaccurate LED information, and prematurely advised returning the node to Amazon without exhausting troubleshooting or escalating. The issue remains unresolved due to technical inaccuracy and lack of ownership, despite the customer's repeated effort.

V1 Case Analysis

Customer unable to add MX4200 child node; node flashing red/pink. Agent misinterpreted LED states, failed to perform proper factory reset or 5-press pairing, and incorrectly suggested solid pink is a valid setup state. Advised return to Amazon without exhausting supported troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Customer performed a 15-second reset on the node.
  • Agent guided the customer through the Linksys app setup flow.
  • Agent suggested uninstalling and reinstalling the app.
  • Agent incorrectly interpreted solid pink and flashing pink lights as valid pairing states.
Key Observations
  • Agent incorrectly stated that solid pink ([07:00]) and pink flashing ([11:00]) are valid setup states for Velop nodes — KB confirms solid purple is required.
  • Agent failed to instruct proper factory reset: should hold reset until solid blue/purple, not 15 seconds ([05:00], [06:00]).
  • Agent did not use or mention 5-press pairing method, which is standard for MX/Velop node recovery.
  • No verification of WAN/internet status, firmware version, or parent node stability was performed.
  • Agent prematurely concluded the node was faulty due to ISP-specific firmware ([21:00]) without evidence, suggesting return instead of escalation or correct troubleshooting.
  • Agent suggested app reinstallation multiple times ([16:00]) without addressing root cause, contributing to looping.
Positive Highlights
  • Agent asked for model number and serial number early in the call ([01:00], [03:00]), demonstrating initial protocol awareness.
  • Agent maintained a polite and patient tone throughout, even during customer confusion ([14:00], [22:00]).
  • Agent attempted to guide the customer through app-based setup, showing engagement with standard tools.
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed solid pink and pink flashing are valid setup states for Velop nodes (contradicts KB; correct state is solid purple).
  • Provided wrong reset guidance: instructed 15-second reset instead of holding until solid blue/purple.
  • Failed to use the proper 5-press pairing method for MX4200 node recovery.
  • Suggested returning the product without exhausting supported troubleshooting steps or confirming hardware failure.
  • Did not verify internet connectivity, firmware version, or parent node health before attempting node addition.
  • Misled customer by stating pink light states are acceptable for setup, creating false expectations.
  • Failed to collect or reference a HappyFox case number, violating case management protocol.
  • Made unsupported claim that firmware issues from 'fi Guh mi or fi fiber ISP' prevent node addition, with no KB or technical basis.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ends call suggesting return to Amazon without resolving the pairing issue or confirming a hardware fault.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guides through app reinstall and node reset but omits the documented 5-press pairing method for MX4200.
R3 Not Met Correct resolution path conf 90%
Agent recommends return to Amazon without exhausting troubleshooting or confirming firmware/hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies LED state and location but fails to ask about firmware, internet status, or prior working condition.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relies solely on the app; never uses or suggests the 5-press method, the correct tool for MX4200 pairing.
T3 Not Met No misinformation conf 95%
Agent claims 'solid pink or pinkish red means ready for setup' — no such LED state is documented for MX4200.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provides step-by-step guidance but lacks clear framing, time estimates, and loses control during app confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent uses technical terms without simplification and does not confirm understanding after complex steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent attempts troubleshooting but abandons ownership by directing customer to Amazon instead of escalating.
O2 Partially Met Proactive follow-through conf 85%
Agent suggests returning the node but provides no timeline, follow-up, or alternative path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Node repeatedly fails to pair after multiple attempts — a valid trigger for escalation that agent ignores.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; however, one was warranted, so E1 is Not Met and E2 is N.A. per rubric rules.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offers no acknowledgment of frustration or repeated effort; only generic closing pleasantries.
X2 Not Met Tone & rapport conf 90%
Agent repeats instructions without adjusting pace or tone despite customer confusion and app navigation issues.
X3 Not Met Overall experience conf 95%
Customer performs multiple resets, app reinstalls, and node movements — avoidable effort due to missing correct procedure.
Call Transcript38 turns · 42 lines
Speaker 1
ah good morning there. yes. sorry, good afternoon. I'm having trouble connecting a new child node to my mesh system. is a, let me just tell you what it is. one second. okay, got it. basically, it's an MX4200. I've gone through the online bot and they've tried to reboot it, repair it. um. and it's still flashing a red light. so, they've given me
00:00
Speaker 2
Welcome to LTE's support to assure quality service your call may be monitored. Please remain on the line for assistance. Thank you so much for calling this is this expression can help. [silence]
00:00
Speaker 1
The link to this particular support page. Parent node is in-let's double check I've got them both next to me. My model number, I've got it, found it, it's an MX4200 and this one, yeah, they're both, the child and the main node are both the same model. So can you say again? Oh my Wi-Fi service provider is Vodafone. Vodafone is the people that supply my Wi-Fi.
01:00
Speaker 2
OK, what's your model number of your parent node where you want to connect? [silence] OK, and then your internet service provider. [silence] Who is your internet service provider again? [silence] Sorry. [silence] OK, can I have your full name and your email address?
01:00
Speaker 1
My full name is, I'll spell it for you. It's a bit of a funny spelling, it's Neil, which is N E I L. Sur name is Holbeach and I'll spell that for you. It's H for H, O for Oscar, L for L, B for B, E for E, E for C, H for H, and E for E. Assign okay. And email, I guess, is N for N, H O L B E C H at aol.com.
02:00
Speaker 2
Okay, now about your email. Okay, all right, so you have two nodes in y'all, right?
02:00
Speaker 1
can you repeat that sorry I've got uh one uh parent and I've got four children uh child nodes one of which the new one uh isn't working I had the system set up yeah of course I can uh let me have a look okay here it comes serial number is five zero M for Mike 10 zero M for Mike 56 C for Charlie 0 50 41 let's do it again oh sorry um yeah it's 50M 1
03:00
Speaker 2
So you have two nodes in total, one parent node and one child node? Okay. Can you provide me the serial number of the new node? [silence] so 50m for Mike, [silence] [silence] [silence] [silence] [silence] 10m for Mike and [silence] 560 for Charlie.
03:00
Speaker 1
10 M-56 CR, 0 5 0-41. I'm chewing about 10 centimeters away from the parent node. It all used to work. The whole thing used to work and then it gave up after about a month. Right. Okay. I do the reset and it goes to red flashing. I made it, hang on, I made a note. Amazon.
04:00
Speaker 2
Okay, so where is the child node that you're about to add located right now? Okay, so before before you try to add the node, what's the light indicator? Okay, and where did you purchase this node?
04:00
Speaker 1
Basically, what I did, I say it used to all work completely fine, but when I try to add it this time, I basically unplugged the child node. I then waited 30 seconds. I then plug the child node back into the power source. And then I pressed and held the actual reset button for 15 seconds. Then I observed the actual child nodes light and it just went to red flashing. Okay?
05:00
Speaker 2
How did you try to add it? okay let us try to reset the node press and hold the reset button of the node until the light turns [silence]
05:00
Speaker 1
You don't want me to turn it off. it's still on power. It's flashing red now. Okay. One sec. Let me do that now. Okay. It's ready. Sorry. Ha ha. Flashing red now. I'm going to press the reset button. And I'm going to count to 15. 1,000, 2,000. Okay. Okay. Ah, okay. It's gone off now. The light's gone off. Okay. It's still off. Okay. Got it. Really. Okay. I'm going to release this reset and I've now got to the blue flashing light.
06:00
Speaker 2
and turn a solid blue. no no no just press the reset button. [silence] wait for the light to turn off before you release the button. [silence] wait for the blue light before you release the button. When did you purchase this device? [silence] okay [silence] All right. Where did you purchase I mean when did you purchase the device?
06:00
Speaker 1
Exactly. I've got it. Let me bring up my... OK. Screen, please. Right. This was bought on the 17th of December 2025. That's December 17, 2025. [silence] Yeah. Basically... I'll tell you what's happened now, interestingly enough, and the first time I've seen this. I've now gone to a pink solid light, so I'm wondering if it's booting up. Yup.
07:00
Speaker 2
So it works before you just. It's the first time you are.
07:00
Speaker 1
but to complete, to answer your question, I bought it in December, it worked perfectly for about a month, then it stopped. I tried to reset it and nothing happened, so I just left it. And then I've come back to it now. It's actually gone. Yeah, yeah, on my phone, yeah. I've got that. Yeah, it's­ it's the first time it's done this, it's actually gone to pink. Okay. So, you want me to open it? Yeah, can guys? Can you? Let me try this. Okay, uh, okay, done that, yeah. Oh, hang on, sorry about this. I've got it in a city. I've got it in a let me close the app down. I've what I've done is I've been messing around with it and it's got stuck on the screen. Okay, so I'm loading the app up now.
08:00
Speaker 2
Okay. Okay. All right. So, you have the Linksys app? Okay. Can you open the app? Yes. A solid pink or pinkish red means it's ready for setup. So, now open the Linksys app. Click on the menu, the three lines at the top left of the screen, and
08:00
Speaker 1
It says, ready to complete setup. I can't get. Oh, OK. hang on. Let's go back to the beginning. Sorry. I don't want to continue setup. Okay. Okay. I can't seem to get back to um It's prompting me now to set up a new Wi-Fi. Let me let me close it out again. Let me just let's do this one step at a time. OK, so I'm going to reopen up the app. Getting to a router settings, which is what we would expect. Okay, brilliant. I'm back on the home page. So you want me to go to the hamburger in the top left-hand corner. I'm going to hit that. Where would you like me to go from there? Found it. I'm doing that now. Okay.
09:00
Speaker 2
All right, so select I don't want to complete setup or quit setup. Okay. scroll all the way down. There's an option to click on setup a new product.
09:00
Speaker 1
And it's giving me the option to add a node to my mesh network. Okay. Right, plug additional nodes in the palette near the router. Obviously, I've got it plugged in and it's solid pinky color. Okay. Okay, okay, note light is solid. I'm gonna click that 'cause it is solid. Looking for your child nodes. Keep your phone in setup area, and I'm literally sat next to it, and it's next to the parent node as well, it's about 10 centimeters away. It says here, this could take up to a minute. So it's certainly looking for something. Okay.
10:00
Speaker 2
Okay, select that. Okay, so click next. Our node light is solid. Okay, so just wait for the node to be added. So if the child node will blink red, it is a good indication, you just have to wait for the light to change.
10:00
Speaker 1
Okay, okay, it was actually blinking then, it's now gone back to solid. It's still looking at solid. Okay, let's keep going. Okay, okay, it says now adding your child mode. Keep the phone in the set-up area. This could take four to six minutes. So this this is looking good. Uh the light indicator is pink flashing. So, yeah, it's a yeah, pink flashing. Is that good? Good. Okay. Yeah, it's flashing away quite happily. It's pinkish or indigo or whatever color you
11:00
Speaker 2
Okay. What's elect indicator in the Node now? Yeah. Okay. All right, so just wait for that to turn solid, too. And the app will finish the process. Yes, it's going to take 25 minutes, so just um receive the light indicator and the app. Yes, sir. No worries.
11:00
Speaker 1
Four. So this is looking quite good. I'm going to move the child closer to the parent, so they're literally now within about 3 cm of each other. And my phone is next to the child, so they're all within about a 20 cm continuum. Okay. It's still looking. Still adding. Sorry. Moving very, very slowly. It's still flashing, but Oh, hang on. Okay. It's gone blue. It's gone solid blue. Hello. Hello, hello. Hello. I Okay. So does that mean I can like, unplug it? Because I want to put it into another part of the house. So I unplug it. I move it to the new location. Fantastic. Okay. I think we might have solved it. or hang on.
13:00
Speaker 2
you might relocate the node. Yeah, you can relocate the node, sir, if it's all good to. Yes, sir. Yeah.
14:00
Speaker 1
Do you know what I'm going to do? I'm just going to have a quick look at my app to see if it's coming up in my app. Um, No, because I don't want to upset this. Oh, hang on. Oh, hang on. Okay. Right. There we go for two seconds. Okay. I opened up the app again. It's loading the setup experience. Okay. Ready to complete the error, okay, completing setup. So let's kill that. So I just have. So is that okay? then. Okay. Okay. Let's go. I closed down the Ok. Right. Okay. The app is now closed. I'm going to reopen it up. It keeps taking me back to the complete setup.
15:00
Speaker 2
All right. Now, do not click on that, sir. How about you first close the app and reopen again? Go back to the login page, not to the setup page. [silence]
15:00
Speaker 1
That's probably because I haven't okay, okay. I can do. I think we're okay. All know it's flashing blue. Okay. So you reckon uninstall the app and reset it. Let me just do it once more. Okay. Okay, it's actually just opened it up again. It's getting my root of settings. I think okay, you want me to let's let's do. Let's do that. Let's okay. I'm going to delete the app. Okay. Where's the app? It's one of my my folders. Ah, it's gone back to red flashing. Um, I can't find the app. How do I find the app?
16:00
Speaker 2
Uninstall the app and Reinstall again. Yeah, uninstall and reinstall. [silence]
16:00
Speaker 1
Do you know what? It's just stupid. I've got so many folders on my phone that it's hiding in one of the file folders and I can't find it. Well, utilities maybe? Yeah, found it. Okay, I'm going to delete the app then. It's gone back to flashing by the way. Remove app. Delete app. Delete everything. Right. Let's go back to the app store. This is an iOS phone. It's an iPhone. Let's go to this. Let's reload. Come on search. Right, I'm going to reinstall the app. [silence] now at flashing blue bizarrely, but I'm just going to I'm gonna open the app. App. Okay, now opening the new app. Allow it to find your course. And now, then log in. Log in. When it's connecting to your router. By the way, my email is a different email to actually get into the app, so hopefully that hasn't confused you. I've got the and whole beach at AOL. It's actually Neil.wholebeach@ gmail.com, but hopefully that won't confuse you. Right, I'm now it's red flashing, but I'm getting the router settings. Okay. Allow. Allow. Make your smart home a little bit forget that. Okay. So, now back on the home page, and my child router, sorry, my child node is flashing red. go through the reset again. Okay, the parent node is straight, it's solid blue. Okay, no problem.
17:00
Speaker 2
No, no, no, no. Wait for editor to turn back, solid blue. How about the parent node with the light indicator? Let's just give it three to five minutes.
19:00
Speaker 1
Oh, it's gone back, it's gone back. Sorry, I was looking at something else. It's now at flashing blue slow flashing blue. Yeah, it's gone. Hardware issues. It's gone to flashing red. Plus on my watch, I've just received an error message from Linksys thing. One of your nodes can't connect to the rest of your network. We're now at flashing red. Have a quick look at the app.
20:00
Speaker 2
um those are um if it's case sure that after three minutes uh the node will not uh go back to solid blue uh then it could be sure that okay well if it will not stay solid blue sir i could be sure that the that this specific node is um uh having issues
20:00
Speaker 1
[silence]
21:00
Speaker 2
Because as per checking here, sir, on our on our records, this node is specifically from uh fi Guh mi or uh fi fiber uh ISP, our internet service provider, and um it could have uh some issues with regards to the firmware. and the thing is the problem is that we are not the one who loads the firmware on this router so it could uh mean there could be a possibility that we will not be able to add this note. So if you could still return this back to ama or sir, that would be better.
21:00
Speaker 1
okay, oh, it's gone, it's gone, yeah, it's flashing blue now but I think it'll probably just cycle back to flashing red, okay, I'm going to try to return this to Amazon and we'll see where we are with that [ right uh no we're okay i'll try Amazon. Amazon are normally pretty good for returns. So I'll um I'll contact them and chase them up. All right. Talk to you later then. Okay, take care. Bye for now. Bye bye.
22:00
Speaker 2
yes Yes, sir. Yeah. Thank you so much, sir for understanding. And, uh, do you have any other concern that I can help you with? Okay, no worries, sir. Thank you so much, sir, for your time. All right. Bye.
22:00