V2 Rubric Detail — a88aa0fc-636f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:24
Duration
46m 12s
Contact
John Maroto
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#PR00132654
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: DEVICE WILL NOT RESET.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall61.9% (+25.9)

V2 Grader Summary

The agent conducted basic troubleshooting on an MX2000 stuck in solid blue LED state, correctly identified the power adapter spec, and escalated appropriately after failed recovery attempts. While tool usage was absent and communication lacked empathy, the escalation path was valid and well-executed. The case represents an appropriate escalation due to likely hardware failure.

V1 Case Analysis

Customer reports MX2000 node solid blue, not resetting, no IP, no SSID. Agent attempted incorrect reset (1 min), requested command prompt screenshot, suggested wrong power adapter (12V 1.5A), performed non-standard recall procedure. Escalated to advanced team with 2-24 hour callback. No resolution achieved.

Troubleshooting Steps
  • Instructed customer to hold reset button for 1 minute (incorrect duration per KB).
  • Requested command prompt screenshot (inefficient and non-standard method).
  • Suggested trying a different power adapter (incorrect specification: 12V 1.5A instead of 12V 2A).
  • Attempted non-standard 'recall' procedure (5x power cycle).
  • Collected serial number, MAC address, and IP configuration details.
Key Observations
  • Agent instructed incorrect reset duration (1 minute instead of 10 seconds) at [06:00], directly contradicting KB guidance for factory reset.
  • Agent requested command prompt screenshot at [24:00], an inefficient and non-standard data collection method not supported by KB.
  • Agent provided incorrect power adapter specification (claimed 12V 1.5A required for MX2000) at [28:00], when KB specifies 12V 2A.
  • Agent attempted non-standard 'recall' procedure (5x power cycle) at [34:00], not documented in KB for solid blue LED issue.
  • Agent failed to confirm warranty status or support eligibility at any point, despite customer mentioning purchase timeline and frustration.
  • Agent did not verify topology correctly, initially treating the defective node as a child node when customer later clarified it was the parent node ([42:00]).
  • Communication was fragmented with long silences, unclear instructions, and repeated clarification requests.
Positive Highlights
  • Agent collected serial number, MAC address, and IP details, which may assist advanced team.
  • Agent escalated to advanced team and set callback expectation, providing a next step.
Agent Errors / Gaps
  • Incorrect reset procedure: instructed 1-minute reset instead of 10-second factory reset per KB.
  • Requested inefficient command prompt screenshot instead of using admin UI for diagnostics.
  • Provided wrong power adapter specification (12V 1.5A instead of 12V 2A) for MX2000.
  • Attempted non-standard 'recall' procedure not supported by KB for this issue.
  • Failed to confirm warranty status or support eligibility, missing key protocol step.
  • Did not follow proper Velop troubleshooting flow for solid blue LED (should verify power, perform factory reset, check ACS status).
  • Misidentified topology: treated defective node as child node when it was the parent node.
  • Poor call control with excessive silences and unclear instructions during network settings walkthrough ([11:00–19:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalates to advanced team without resolving the issue; customer still has non-functional node.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performs basic steps (reset, power cycle, cable check, adapter swap) but lacks a logical sequence and omits key diagnostics like WAN test or firmware check.
R3 Met Correct resolution path conf 90%
Escalation is appropriate after troubleshooting fails; agent correctly identifies potential hardware fault and routes accordingly.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptoms (solid blue LED, no IP) but does not ask targeted questions to isolate cause (e.g., modem status, ISP type); diagnostic flow is scattered.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (remote session, router UI, logs); agent relies solely on verbal instructions despite customer’s technical capability.
T3 Met No misinformation conf 90%
Agent correctly identifies MX2000 power requirement (12V 1.5A), reset procedure, and network commands; no material inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic control but has long silences, unclear transitions, and fails to set expectations at the start of the call.
C2 Partially Met Confirmed understanding conf 75%
Agent uses technical terms (IPv4, default gateway) without consistent comprehension checks; communication is functional but not fully adapted.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to escalation, does not transfer, and follows through on commitment to escalate.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps: wait 2–3 hours or up to 24 hours for callback and monitor email for updates.
O3 Not Applicable Closure confirmation conf 95%
No prior case history mentioned; appears to be first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation is justified after multiple troubleshooting attempts fail to resolve persistent solid blue LED and lack of connectivity.
E2 Met Escalation prep & handoff conf 90%
Agent informs customer of escalation to advanced team, expected callback timeframe, and alternative contact via email.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent does not explicitly acknowledge frustration, but remains patient and continues troubleshooting; tone is neutral, not dismissive.
X2 Partially Met Tone & rapport conf 75%
Agent maintains consistent pace and tone; while not highly adaptive, they persist through customer confusion without rushing.
X3 Partially Met Overall experience conf 70%
Customer repeats information (e.g., serial number), but agent attempts to reduce effort by requesting screenshots and offering email follow-up.
Call Transcript76 turns · 82 lines
Speaker 1
Come on. Hi. I purchased an MX 2000 D 0.5 0.5 speaker two months ago. The first one worked for three weeks and it gave me problems. I returned it and then I got a new one and it worked better. But I've had it for two months and it's been giving me problems. It does distort and when the backup battery is low, after three to four minutes, it gives out problems. So, I'm not impressed with the product. Yeah. I made a purchase history. Could you give me a refund, please? Yeah. Done. Thank you very much.
00:00
Speaker 2
Welcome to And the 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. Our support team is available to help with performance and hardware issues. Register your product by visiting register.Links.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 2. Please have your devices 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. Hi, thank you for calling Linksys. This is Houston going to help you today. [silence]
00:00
Speaker 1
back in November 23 and this morning I um the node that I use for as a router will yeah as you know it's connected to my modem um basically it's it's stuck in a blue um the light the LED light is stuck in that dark blue light and I can't I tried resetting it, I tried uh I I've checked online, basically um unplugging it for like 30 minutes and then try to some people said on Reddit to basically press and hold it to like for like two minutes, five minutes uh but yeah, um it it wouldn't just the the LED light wouldn't change. [silence] um, it's always blue, even when I, when I plug it in, [silence] so, uh, I'm trying to see if I can either [silence] do RMA or get it replaced. Uh, yes. Yes, I am. Uh, first name is John, last name is Morato. That's M-A-R-O-T-O. Uh, J-O-H-N. Uh, yes.
01:00
Speaker 2
but this your first time calling us for support? And are you calling from United States? Okay. so may I know your first name and last name? Jay, J-O-H-N John. and your last name here is Maroto. M-A-R-O-T-O. and your call back number?
02:00
Speaker 1
Area code is 916 837-9714. uh, it's John Borg, J-O-H-N B-O-R-G at yahoo.com. Uh, it's uh, B-O-R-G. Yes. Let's see. Uh, I had to reset my network. I used another node as a router. I've had developed system for years. Um,
03:00
Speaker 2
the phoeni. The phonetic, okay? Solid? Juliet. 104 Henry November boy umbrella, Robert George. Yarro? john b. O R G. Mm. the LED so much. John. So. Homme not this, right? Vive devices there. John B. John B. Oran jumps. on this it's, so, Homme not this, right? What is how many a lens of joy?
03:00
Speaker 1
Jeez. Oh. Would have this, two downstairs, one in the garage, one up there. I have - well, in total, there should be seven, but I only have six right now. Okay, um. It is 5-0-D, 1-0-M... 25-C-67186. Uh, no, uh, uh, it's 6, 6, 7, 1, 86.
04:00
Speaker 2
You have six links, and there's only one node that won't reset. Can they provide the serial number? Okay, five zero D for Dela. One zero M for mark. Two five C for Charlie. 6786. So six seven
04:00
Speaker 1
Yes. It would be Comcast. Amazon. It was my main and yeah I had I had to replace it with another one. it was it it was the well no it was apparent and then yeah I I had to reset my network because yeah this thing won't reset.
05:00
Speaker 2
186 and who is your internet service provider and where did you purchase your links as router okay there this note sir is one of your child note okay can you please use
05:00
Speaker 1
okay, I mean, I've tried that before, but pl it, figuring it in. Yeah, it's a solid dark blue, but I'm going to press the reset button. I mean, I've just res yeah, I've reset my other nodes but Yeah, I this would turn red by now. but it's not doing it. right still blue. step back blue. Uhm, Uhm
06:00
Speaker 2
Use up in or a paper clip to press and hold the reset bottom of this router for one minute and let's observe the light indicator. Yeah, for one minute. Keep holding it using a paper clip or a pin. So what is the light indicator now? So the light didn't change. It's steady blue. [silence]
06:00
Speaker 1
Yes. I've connected it to a laptop. Um. It's not even seeing the router. It's not giving out an IP address or anything. Okay, yeah, Yeah, okay. If it's the Wi- Fi name of the router, it's underscore capital V vella setup a nine one. Yes. It is not. Uh, let me see if it's gonna do it. [silence] I fly it, so let's try that. Uh, turn it on now.
07:00
Speaker 2
Okay. Can. Can you please wire a device directly to the node? Or check if the SSID, the underscore Bell Labs set up the Wi-Fi name labeled on the bottom of the router still broadcasting. What is the Wi-Fi name of the router? Yes. A91. Alpha 91. It's no longer broadcasting.
08:00
Speaker 1
connect. Thanks why attr. No, it's not. Okay. Yes, I, I have a Windows, I have Windows 11.
09:00
Speaker 2
Is it broadcasting or not? Um, okay, can they connect your computer directly to the Linksys router? Is it Windows or Mac? Uh, can you look for your IPv4 address and then IPv4 default gateway?
09:00
Speaker 1
Which IP using ipconfig or oh wait [pause] I am seeing my my current network the one that's running but not this one. I've connected it through ethernet cable and I put it on the internet port. See let me turn off Wi-Fi real quick just in case it just but it's not doing that too. [pause] Um looking at the the port itself you know it's supposed to blink green and orange for transmission [pause]
10:00
Speaker 2
I present I'm v4. Yeah. You can use ICON credential let's try to... Yeah. And Internet one of the Internet portion of the router. [silence]
10:00
Speaker 1
Jon I'm not getting anything from the router or the from the node. I I'm I'm not getting anything. It says media disconnected. Jon I would say media. Yes. I Okay. Okay settings Uh network and internet. Not connected. JonOr the
11:00
Speaker 2
Yeah, just wire your Windows computer directly to the Linksys router. Go to its settings to look for the IPv4 address. So you go to the IP config. Go to settings, sir. Settings, then network and internet. So you cannot... [silence]
11:00
Speaker 1
Yeah, it's not seeing anything. Yeah. Go where? Okay. Settings.
12:00
Speaker 2
Okay, so let me just check. This is a Windows 11, right? Okay, go to, go to settings. Settings then
12:00
Speaker 1
Okay. Okay, it's currently off. I did turn it off. Let me turn it back on. Right click on Ethernet. Okay.
13:00
Speaker 2
network and Internet. Then under network and Internet, click Wi-Fi on the right side. Yeah, make sure that, uh, yeah. Or right click Ethernet. Yeah. Look for the Ethernet. And then make sure that you're going to logging in on the page that shows network profile type. Connect automatically when in range. Configure wireless and, uh, firewall and security settings. [silence] Network and [silence] that your firewall on. [silence] So you'll select any. [silence] press I want to.
13:00
Speaker 1
Let's see airplane mode advanced network settings let's see Wi-Fi Ethernet this able it media status enabled. I'm going to disable this and reenable it. Uh, IP additional property,
14:00
Speaker 2
and then look for connect automatically when in range. The network profile type, you will go to properties. If you go to the network and internet, you need to click Wi-Fi. and then click Properties below the Wi-Fi option. [silence]
14:00
Speaker 1
you're accessing, but it's not finding the uh, okay. Let's see, take a look at uh, uh, uh, IPV4, it's 10.101.11.95. But that's connected to my network. Should I disconnect from?
15:00
Speaker 2
okay. Sata, the SS ID, what is your IP assignment or your DNS server? automatic DHCP. I look for your IPV for address. What is your IP before dress? Thank you.
15:00
Speaker 1
From my my, where network or because the thing is it's, I, I. It's not even broadcasting. The SSID. Default gateway. I only have. Okay, wait, I have. Default gateway would be. IPv4 would be. Do you want the the long? It's 10.101.11.1. But that's again.
16:00
Speaker 2
10 that one oh, 1 that 11 that 95. How about your default gateway?
16:00
Speaker 1
It's- it's- it's got letters and numbers, do you want that? Um You want to know my Modem's? Uh 16 chicken That's the, that's the IP address for this laptop
17:00
Speaker 2
It might be the DNS server. Or the Mac address. Make sure it's labeled as default gateway. Or IP address of your router. OK, let me just confirm. The IP address of your router is 10.101.11.95. Right? Now, when you go to the settings, you can see your SSID protocol, security type, manufacturer, description, right? and your laptop is trans...
17:00
Speaker 1
[silence] Yes.
18:00
Speaker 2
wired directly to the router network band network channel link speed the link local IPv6 address the IPv4
18:00
Speaker 1
I'm looking in the wrong place. So network and Internet, Ethernet, VPN, mobile hotspot proxy, advanced network settings, you'll network. Uh, okay. Okay. I am here. Okay. Okay. I the I did. So do you want what what information do you want? I'm sorry, I forgot what you said. Can you give me your email address?
19:00
Speaker 2
Okay, can you please go to the command prompt? And then right to ping IP config config slash all. ping IP config base slash all. [silence] look for the [silence] [silence] [silence]
19:00
Speaker 1
your default IPv4, okay, DC. your default gateway, it's 10.101.11.1. It's 10.101.11.1. The IP... The IP, the default gateway is, no, okay. The IPv4 address is 10.101.11.95, but the default gateway is 10.101.11.1.
20:00
Speaker 2
So what is your IPv4 address? And your IPv4 default gateway? Okay, 10.101.1 [noise]
20:00
Speaker 1
11.1 yes the MAC address MAC address is c4-46-19-95-17 e0 yes okay
21:00
Speaker 2
11.1. But for the IPV4 address is 10.101.11.95. How about your MAC or physical address? Okay. So Charlie is 4, colon: 46, colon: 19, colon: 95, colon: 17, 17, colon: E, as in Edward Zero. So can we open the Command Prompt? And then try to ping your your system.
21:00
Speaker 1
Yeah, I'm getting, okay, I'm getting, but again, this is through, this is through a working node. This is through, uh, remember, I replaced the parent with one of the child nodes. And the parent node, right now, it's in my hand, it's, it, I'm not getting anything from it. It's not broadcasting the Velop SSID. So, no, this is, so, the node that I am connected to my, my current Wi-Fi right now, the, the one that's actually working. And I'm trying to get.
22:00
Speaker 2
want the default gateway. So type the word ping, P-I-N-G, then space. [silence] Now, but how about the IPV4 address, the IPV4 default gateway? Is that coming from the node that you're working with, the one that has been defective?
22:00
Speaker 1
Okay, it's not broadcasting an SSD ID. I'm connected through it through Ethernet and they - I'm not getting anything from the Ethernet cable also. Yes. IP config all. Okay, so Ethernet, all it gives me is my physical address, my basically the Mac address, the type, the the model number for
23:00
Speaker 2
Only try to go back. Make sure your computer is connected to the node that you are working with the one that is defective. Not the working one. Yeah, so you currently wired your Windows 11 directly to the linksys router that won't reset. Okay, try to access the command prompt and type IP config/all.
23:00
Speaker 1
Uh, for my network card, and I don't have any address, I don't have any IP address. OK, then no. Oh, it's been. OK, let me connect to my network again and go to helm.
24:00
Speaker 2
okay. Can you please do a screenshot on that information, sir? And I will send you a message via email so you need to reply to it with the attached photo or screenshot of what you see on that command prompt. [silence] [silence] [silence] [silence]
24:00
Speaker 1
sign in another way pencil art so Let's see. Uh
25:00
Speaker 2
I just sent the message to your email.
25:00
Speaker 1
links this technical support I'm finding okay, I'm sensing it now. [silence] [silence] It it got sent so it should. A different power outlet. I I mean you have something uh a different power outlet or different power adapter. Okay uh uh
26:00
Speaker 2
Yes.
27:00
Speaker 1
It's the same one that came with a. Oh, it's 12 volt 2 amp. Yes, but it it it it's got linksus on it. Yes it is. But this is one of the
28:00
Speaker 2
Can we also provide the power specs of the power adapter? So the model number of that node here is MX 2000, but the power port is 12V2A? It should be 1.5, 12 volts, 1.5 amps for this MX 2000. Can you let me check the model number if it's an MX 2000, please? Okay, can you try to use the Anker?
28:00
Speaker 1
I have three of them. Um, let me hear. Do you what, what do you want me to check, the, the serial number? The, the actual nodes themselves? Uh, let's see. One of, one is downstairs. So, this one, the one that replaced it, it's 1.5 amps also. Oops, 12 volts 1.5.
29:00
Speaker 2
Try to look with your other devices, how many MX2000 do you have? Okay. Can we check the other. specs of the other nodes. If they have the same. The power port. The spec. Yes. Of the other MX2000. Okay. How about you mentioned earlier that the power port or the power specs of the node that won't reset is 12 volts 2 amp. because for this device, it must have a power specs of 12 volts, 1.5 amps.
29:00
Speaker 1
Oh shit. The power adapter. The power adapter. Okay. Linksys. Yeah. It's a 12 volts. 12 volts 1.5 amps. Use this one. Okay, let me try that. Nope, that's the laptop. plug. Now I need that one plugged in. I could unplug this. Okay. I
31:00
Speaker 2
ok since the one that won't reset is 12 volts can you please verify try to switch them grab the power adapter of other working nodes and then connect that with the nonworking node [silence]
31:00
Speaker 1
[KEEP_UNCERTAIN] It is still solid blue No, just for today Uh, these are from well an older Vellop system It actually has, Lynks is, is on it. Uh. But the one that I'm using for this one, it's connected to a bunch of cables back there. It should be the same one So if it's a power, if, if it's a power thing, no, it's, it, I don't think half an amp would do damage, that much damage. Um, but, it, they used to be, oh I forgot what my uh,
32:00
Speaker 2
So you've used the 12 volts through Amster for a couple of months already?
32:00
Speaker 1
other develop system we used to be. But they use they use this type of this power adapter. Uh still not doing it. I tried resetting, pressing reset. It's still a solid blue thing. Oh, right. Different power outlet. Same thing. I'm still getting solid blue.
33:00
Speaker 2
and they already tried to use a different power outlet Okay. yeah Use, or try the different power outlet.
33:00
Speaker 1
pressing the reset button still nothing [silence] ooh okay uh okay I'm ready yeah unplugged it it's unplugged right now [silence] okay it's [sound] [silence] okay ready okay
34:00
Speaker 2
okay let's proceed to perform the recall procedure so what this one is what we're going to do next here is to unplug the power from the router wait for two seconds to plug the power back on count for five seconds so we need to do this process five times together so are you ready okay now unplug one two then plug the power back three four five
34:00
Speaker 1
Okay.
35:00
Speaker 2
So go ahead and type in your Wi-Fi password, and I heard B.T have you entered that yet, so you can just go in there now, if you're all set with the Wi-Fi side enter your username and then your password. You'll need to enter a display name and then remember to click save. [silence]
35:00
Speaker 1
I mean, is it still gonna boot up even though it's still solid to? Okay, I'm gonna try that. Can I plug in ethernet cable or should I wait? Okay, blah, blah, blah. Okay. Okay. Ahhh. silent.
36:00
Speaker 2
Yes. Just wait. And then let me hold this call. Stay on the other line and we'll be right back. Thank you for waiting. Thank you. My name is, is. I know it might look like something that you are, do you have trouble connecting to your.com or the world right now? Is that the same as it always was? Uh-huh all right. So. But take 94 minutes. So. Okay. All right. Um, okay. Is there any help I can give you? [silence]
36:00
Speaker 1
I mean, then the showing up, but it's not showing up here. yes yes yes it does not change the thing is you you know when you when I unplug the node usually the the the led would go out right and then would blink would it would boot but the thing is when I plug it back in you know when I put the uh power plug back in it it's just a solid blue it doesn't even blink so yeah yes
39:00
Speaker 2
Okay, so thank you for patiently waiting, John. Are you still there? Okay, now, let me just confirm. You're when you're going to reset the router, the light remains steady blue and does not change. And it is. Yes. So it is steady blue. The light doesn't change, the light doesn't blink.
41:00
Speaker 1
Nope, and it's still blue, blue. Okay, let me, okay, let me go there real quick. Uh, let me turn this stand off. Make communication easier. Okay, the serial number of the new parent node is 50 D 1 0 M 2 5 C, C S and cat, um, 67173.
42:00
Speaker 2
And after we perform the recovery procedure, is the light indicator changed? Is it blinking still doesn't work? So right now you swap a node. Can you please provide the serial number of the new parent node? Okay, so it's 50D4567, 32697, 4067, [ silence ]
42:00
Speaker 1
[silence]
43:00
Speaker 2
Delta 1-0-M for Michael 256 for Charlie 67173. And you already reset this one and set up using five breast method. Did you already set up this node? How about the other nodes? So all of their Lincas devices are already set up except for the other one that possibly defective. Okay, so what we are going to do with this one, R is to escalate this to our advanced team. And they will go on to taking care of the issue to verify if that device is proven defective.
43:00
Speaker 1
Okay. No, this is my, this is the only phone number I have right now. Yes. Okay. Okay. Okay. Um, if, if they can't talk, let me make sure that I'm, I'm not, I'm not [silence]
44:00
Speaker 2
So, all you need to do is to wait two to three hours for a callback so that we will decide what we're going to do next with this router. Okay? So, what I'm going to do is to escalate this one. And do you have any number? Okay. Um, nine one six. Yes. Okay. So, all you need to do, John is to wait two to three hours for a callback. two to three hours or 24 hours, okay? 24 hours for a callback. So keep your lines open including your email for any updates, okay? So they go ahead.
44:00
Speaker 1
iphone has this thing where you could just not answer. Let's see, where is that setting on your phone? Oh, screen calls. So I'm going to put it on never right now. Um, if they can't contact me, will they send an email at least for me to call them back? Okay. Okay. Okay. Uh, no, that's it. Um, it's just, yeah. It's supposed to be the note for my office. Yeah. Okay.
45:00
Speaker 2
[silence] Okay. Oh, sure. [silence] Yes, of course. We will do an update. We will send you an update via email just in case you're not going to answer our call. So just keep your lines open and including your email for any updates, okay? So, thank you so much, John, for your time. And is there anything else we can help you with? [silence] Okay. So, since your other yeah? So your four nodes are already set up. Okay. So that's good. So all we need to do is to isolate one of the nodes. That possibly an hardware issue. So thank you for your time John, and have a great day. Bye.
45:00