V2 Rubric Detail — a60d08fe-7c8a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:10
Duration
16m 25s
Contact
Satvinder Ubhi
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136729
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall54.2% (-1.8)

V2 Grader Summary

The agent demonstrated ownership and used the Linksys app to confirm the child node appeared online, guiding the customer to a plausible resolution. However, technical inaccuracies in LED interpretation and incomplete troubleshooting — particularly lack of model identification and failure to verify stable mesh integration — prevent a full resolution. The outcome is a partial resolution with moderate execution across indicators.

V1 Case Analysis

Customer added a child mesh node that appeared in the Linksys app after reset, but agent provided incorrect pairing instructions, LED interpretations, and power advice. Issue likely resolved by device auto-recovery, not agent guidance.

Troubleshooting Steps
  • Asked for serial number and name (not obtained).
  • Advised to place child node near parent node.
  • Instructed to press and hold child node’s reset button until light turns off ([07:00]).
  • Described 'quick five' method without specifying it must be performed on the parent router ([05:00]).
  • Misinterpreted LED states (solid blue = connected, purple/pink = setup mode).
  • Directed customer to check Linksys app for node status.
Key Observations
  • Agent never identified the product model, a critical protocol failure for mesh troubleshooting.
  • Provided incorrect technical guidance: - Pressing child node’s reset button instead of parent’s 5-press or Pair button. - Misinterpreted LED states (solid blue ≠ connected on Cognitive Mesh). - Suggested unsafe power method (extension cable without mains adapter).
  • Despite inaccuracies, the node appeared in the app, suggesting auto-recovery or prior configuration retention.
  • Call flow was disjointed with unclear instructions, reducing efficiency.
  • Agent maintained a cooperative tone, contributing to a functional outcome despite flawed process.
Positive Highlights
  • Guided customer to check the app, which confirmed the node was online ([13:00]), providing practical verification.
  • Maintained a calm and cooperative tone, allowing the customer to test steps and report results.
  • Did not escalate prematurely and stayed with the customer until a functional outcome was observed.
Agent Errors / Gaps
  • Failed to collect product model and serial number.
  • Instructed customer to press child node’s reset button for pairing, instead of parent’s 5-press or Pair button.
  • Incorrectly described 'quick five' method as applicable to the child node, when it must be performed on the parent.
  • Misinterpreted solid blue LED as 'connected' when it means 'ready to pair' on Cognitive Mesh nodes (MX6200/MBE7000/LN).
  • Claimed the node would turn solid purple/pink after reset, but purple is only for Intelligent Mesh (WHW/MR), not Cognitive Mesh.
  • Suggested the child node can be powered without the mains adapter via an extension cable, which is false and unsafe.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent concluded the node was connected based on app confirmation but did not verify actual mesh functionality, internet access, or stable connection; resolution assumed but not confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to observe LED states and reset the node, which are relevant steps, but skipped model identification and systematic checks (e.g., WAN, parent node status); troubleshooting was partial but not fully logical or complete.
R3 Partially Met Correct resolution path conf 80%
Agent proceeded with setup guidance appropriate for a mesh node addition but failed to identify the product family (SPNM vs. Velop) or confirm whether the node was truly factory reset; path was reasonable but not fully tailored to the specific device context.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (node not pairing, red light) and attempted to guide through reset and setup mode entry, but did not ask key diagnostic questions (model, firmware, ISP type) or logically sequence root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent instructed customer to use the Linksys app to check node status — a valid tool — and relied on it to confirm connection, though never checked web UI or admin dashboard; tool use was partially appropriate but incomplete.
T3 Not Met No misinformation conf 100%
Agent stated the node should turn 'solid purple or pink' to be in setup mode. This is contradicted by the KB: for the customer's Community Fibre (SPNM) system, the ready state is solid blue (spnm_router_setup.md, universal_mesh_full_rebuild.md). Purple is for Intelligent Mesh consumer models (led_mesh_system_identifier.md).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow and responded to customer prompts, but included long silences, unclear phrasing ('press press press'), and lacked structured framing or transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used simplified language at times and confirmed steps, but failed to adapt when customer expressed confusion about LED meanings; some jargon ('setup mode') used without explanation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, guided through reset, observed LED behavior, used app to verify presence in network, and confirmed next steps — demonstrating ownership without transfer or avoidance.
O2 Met Proactive follow-through conf 90%
Agent clearly stated the next step: move the node to desired location after successful pairing; customer confirmed understanding and closed the call, indicating acceptance of the outcome.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is evident; this appears to be the first contact, so continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within L1 scope and partially resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and professional throughout, but did not explicitly acknowledge customer frustration or confusion; tone was neutral, not empathetic.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s pace and allowed time for actions, but did not proactively check comprehension after explaining LED states or pairing steps.
X3 Partially Met Overall experience conf 80%
Agent avoided making the customer repeat information unnecessarily and guided them efficiently to use the app; however, initial instructions were ambiguous, requiring clarification.
Call Transcript30 turns · 31 lines
Speaker 1
I'm having a bit of an issue setting up my mesh system at home Hello [ silence ] umn uh sorry [ silence ] okay it is uh five nine November 10
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is May. How can I help? Yeah. So what type of router are you calling from? Yeah. I'm asking for the router's information. I need the serial number. And what's your first, uh, middle name? How can that one please? Uh-huh. Uh-huh. Uh-huh. Okay. Going back to your, um, community fiber service, uh, internet. And what was the problem again, if the Linksys device? I don't see got it. So, if that's the case, just bring the child node nearby the main node within five.
00:00
Speaker 1
I don't have to reset the main node, right? And then how do I know once it's paired? It's extremely difficult to see whether they are. I see. Um, there's a lot of the child mode often, it either flashes red or it's flashing like purple or something. And what does all that mean? I don't quite get it. [silence] And then I figure, yeah, but this is what I do. [silence] [silence] [silence]
03:00
Speaker 2
feet. No need. There's a different way to add the child node by the way. Just place it right beside the main node, the child node that you're trying to add. Just power it on right beside it because this is an initial setup. Your wireless devices are not yet connected to the main one, therefore, it should be closed right now. And once it's on line, you can transfer it back to its location where you want it to be connected. Say that one more time please. What does it mean?.
03:00
Speaker 1
So when I turn the child node on and I move it near the main node, what does it mean if the light is flashing red or flashing pink or all the other colors? And then once it's done it'll all be solid. Oh. And then from then I can unplug it and then move it back to where I want it to be. I see Okay.
04:00
Speaker 2
Okay. Sometimes if it's just blinking red for more than 3 minutes, that means it's not connected at all. So when it should, that's why it should be solid purple or solid pink prior doing the setup to make sure that the node nearby is already on setup mode. All right. So, Solid Blue. Yeah, Solid blue. So, it should be and move it back to where it was. Uh, yeah. And regarding, once it's already on setup mode and plug in right beside the main node, All you need to do is to press.
04:00
Speaker 1
and that's once I'm trying to connect it. oh, I see. okay. okay. uh... yeah, I can do it now. let me plug in the child node first then. okay. so it's in. um. we can lose that perspective now. there's zero fine
05:00
Speaker 2
So first, what you by press press press. Yeah, you don't have to it's not really reset. It just looks for links to make quick five. Got it. Ah, yeah, we got a pair a child in a nearby. So that was already set up. You want me to walk you through right now or [silence] sure, I guess your home. [silence] that it will start blinking, you press and hold the child's reset.
05:00
Speaker 1
so right now, it's actually flashing blue. uh no, it's still flashing, blue actually. So does that mean it's already connected or it's trying to connect? Or? Oh, I I I I I I I I I I I see, okay.
06:00
Speaker 2
[silence] [silence] [silence] [silence] is it blinking red now? [silence] no, it's still rebooting.
06:00
Speaker 1
There we go. It's flashing red now. Hello. Yep, it's red now. Yep. It's, uh, linking red now. Okay. The light's off now. And it's just turned back on blue. [silence]
07:00
Speaker 2
Yes, blinking red. Blinking or steady? Okay, press and hold the reset button. Keep holding it until the light on top goes off. Let go after. [silence]
07:00
Speaker 1
[silence] It looks like it's solid blue at the moment. It was red a second ago, but it's gone back to blue.
08:00
Speaker 2
It will light up solid blue, it will blink blue after, and will turn into solid purple or pink. That means it's already in setup mode. We can then add it via file press reset on the main node later. For now, observe the light indicator that should turn to solid purple or pink after.
08:00
Speaker 1
It's not purple or pink, it's blue at the moment, and it's not flashing. Solid blue. It doesn't look to be changing from that. Hmm. Sorry? [silence]
09:00
Speaker 2
We're not yet purple or pink. Mm-hmm. Talk about Blue Light and you're referring to the extender you're trying to add. The solid Blue Light you are referring to your uh to child node. That um that is already connected.
09:00
Speaker 1
No, I'm referring to their child note. It's already blue. So that is... No, sorry, you go first. I don't. I know. Sorry. Yeah, go on. You go. You go. Nope, just these. I do have the links. There's a book. I
10:00
Speaker 2
Connected to the network, not the one that we're trying to set up. Okay, we did not do anything yet, but it lit up solid blue right away. Where is your... uh-huh. You have there an existing... Start the drop. I see. You don't have any other child node. It's really weird why this one is already solid blue when in fact all you did was to reset it, but now it's already um, connected. Do you have the AlingSys app to make sure that this is really connected under network administration? Um-hm. [silence] Connected to the network, not the one that we're trying to set up.
10:00
Speaker 1
uh, yeah, let me try now. I don't know. So the issue is I'm not connected to it. So do I go to existing or set up new Mesh system? Hello? Do I go to existing mesh system or new mesh system? Because I've not I've not linked to it yet on the linksys. Existing, Okay. [silence]
11:00
Speaker 2
Okay. Mm-hm. Existing.
11:00
Speaker 1
Yep, I just have to put in the password for the router and it should connect, I think.
12:00
Speaker 2
on your iPad, if. Or on D-Link's app, if.. this node is indeed showing online.
12:00
Speaker 1
So, where should this... Oh, yeah. So, it says I've got two nodes connected now. Yep.
13:00
Speaker 2
mhm. okay. so currently you just have there one extender and one main okay. all right. so yup. that means it indeed work. I don't know what happened since we just reset the node and supposedly after that uh that's the time that it can be added as an extender.
13:00
Speaker 1
Okay. But for now I can just follow what you told me initially and just unplug it and move it back to where I want and it should work as normal. [silence] Yeah. [silence] Um, I believe that's it. I was just, um, I was just a bit curious how, um, so I can still connect, um, devices through ethernet with this new node, right? With the child node.
14:00
Speaker 2
But right now, it's different, so, but still a good COVID, there's an issue. Oh, okay. So yep, that's it. No need to reset this child node, then it's already connected. And as it's showing on the line, it's active. I mean on the app. Aside from that, what are the other concerns you have, Sal? Is that it? Nah.
14:00
Speaker 1
Okay, and I can still um I can power the child node through an extension cable right it doesn't have to be mains just to be sure. Hello? I um I I I can power it through an extension cable. It doesn't need need to be powered through the mains socket on the wall.
15:00
Speaker 2
Mm-hmm. Yes, it will add an extra wireless coverage for your house. Uh-huh.
15:00
Speaker 1
Okay, perfect. Thank you very much for your help. You too. Take care. Bye bye.
16:00
Speaker 2
Are you using, it's not an TOE device so you can just plug it wirelessly, but it still needs power adapter to be turned on. Mhm. You're welcome. Have a good day. Bye bye. Thank you. Bye bye.
16:00