V2 Rubric Detail — a8ff31b2-8087-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 19:59
Duration
13m 2s
Contact
407-739-2932
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00098193
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes were disconnected

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall65.0% (+9.0)

V2 Grader Summary

The agent successfully resolved the customer's issue by adding the MX6200 child node, confirmed by the customer seeing four nodes in the app. However, critical technical inaccuracies occurred: the agent instructed the use of a Pair button on an MX6200 (which only supports the 5-press method) and failed to use the required web interface for verification. Despite these errors, the outcome was successful, and communication/ownership were effective. No auto-zero applied as no critical compliance failure occurred.

V1 Case Analysis

Customer added third MX6200 child node; node not visible initially. Agent incorrectly advised pair-button method (unsupported on MX6200). Node appeared after app restart. Confirmed Ethernet ports for wired device connection.

Troubleshooting Steps
  • Confirmed node LED status (solid blue).
  • Incorrectly instructed to press the pair button on the parent router (MX6200 has no pair button).
  • Advised waiting for the node to change to flashing white.
  • Suggested restarting the Linksys app to refresh node list.
  • Clarified Ethernet port usage for a wired device.
Key Observations
  • Agent provided factually incorrect pairing instructions for MX6200 by advising use of a non-existent pair button instead of the 5-press method.
  • Despite incorrect technical guidance, the node eventually paired and appeared in the app after customer-initiated app restart, likely due to proximity and mesh self-healing.
  • Agent correctly identified Ethernet port functionality for the customer's wired device, preventing potential misconnection.
  • No warranty, serial number, or support eligibility was discussed, which may have been relevant for troubleshooting context.
Positive Highlights
  • Maintained clear, professional, and patient tone throughout the call.
  • Effectively guided the customer through observation of LED states and app refresh, which contributed to resolution.
  • Correctly explained Ethernet port functionality for a wired device, preventing potential misconnection.
  • Achieved operational resolution despite initial technical error, with customer confirming satisfaction at call end.
Agent Errors / Gaps
  • Provided incorrect pairing procedure for MX6200 (pair button instead of 5-press method).
  • Failed to verify model-specific pairing requirements before giving instructions, violating KB accuracy standards.
  • Misrepresented hardware capabilities of the MX6200 by claiming a 'pair button below the reset button' exists when it does not.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I'm now showing four nodes in the summary screen... Got them. They're here. Thank you very much.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through pairing steps but skipped key diagnostics like firmware check or verifying parent node status; relied solely on LED observation without deeper troubleshooting.
R3 Not Met Correct resolution path conf 98%
Agent instructed use of the Pair button method on an MX6200, which does not have a Pair button and only supports the 5-press method per KB (universal_mesh_node_management.md, velop_child_node_setup.md).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (node not appearing, solid blue) and asked about distance, but did not ask about firmware, prior resets, or parent node status — missing logical diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the web interface (http://192.168.1.1 or http://myrouter.local) to verify node addition or check DHCP client list, which is a required tool for confirmation on MX6200 systems per universal_mesh_node_management.md.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information: MX6200 does not have a Pair button and only supports the 5-press method (per universal_mesh_node_management.md and velop_child_node_setup.md).
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, gave clear instructions, managed transitions, and kept the interaction on track despite customer digressions about app slowness and port labeling.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated key points, and adapted to customer’s pace and confusion about app slowness and port labeling.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on both node pairing and Ethernet port question.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: 'press the pair button once', 'wait for solid white', 'then you can move it', and answered follow-up question about Ethernet port.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact. No handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but did not acknowledge customer’s opening frustration about having to call support repeatedly; missed empathy opportunity.
X2 Met Tone & rapport conf 90%
Agent matched customer’s tone, repeated instructions clearly, and adjusted pacing during LED observation and app refresh delays.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used available info (model, LED status), and handled both issues without adding steps or holds.
Call Transcript14 turns · 20 lines
Speaker 1
who makes a product that every time you buy one, you have to call customer service? I mean, who does this? Oh! [silence] No. Oh, yeah.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and Stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Uh, yes, let me get to the product. I just bought a third child node. And I followed the instructions to connect it. And I'm not seeing it come up on my app. It is currently within six feet of the parent node and has a blue light.
01:00
Speaker 2
Thank you for calling Linksys. This is Appi. How can I help you? [silence] Okay. [silence]
01:00
Speaker 1
So, so I can give you, let me give you the, the model number, uh, MX620. Correct. Yes, yes. Yes, Garen. [silence] Correct. Yep. And I'm plugging, I'm I. Yep. Correct. [silence]
02:00
Speaker 2
okay, so, okay, so right now the child node is uh 5 to 6 feet away from the parent node, correct? and currently it has a blue light. It's solid blue light, right? Okay. All right, sir. So, what we're going to do here is we uh are going to um pair the child node to the parent node using the uh using the quick easy way. Okay, the uh the push button method. All right. [silence]
03:00
Speaker 1
Will this disrupt the connection to the other nodes? Press. And now it's blinking white. The child node is solid blue. And now it's blinking blue. Now it's blue.
04:00
Speaker 2
the pair method, so to do that, we need to press the pair button at the bottom of your parent node. Okay, there's actually a pair button. It's below the reset button. It's the bigger button. Okay, just press, just press it once. Don't press and hold, just press it once, okay? Okay, no. Okay, no. Okay, okay. Okay. Okay, what about the uh child node? Okay, so we'll just wait for it. It will take,
04:00
Speaker 1
Okay. And then once it's done, I unplug it, move it to where I need it. And then it'll repair from that position. Okay. All right, I'm standing. I did not know about the pressing the pair mode on the parent node. Okay, the parent is still flashing white, and the child is still blue, solid. Solid blue. And it's back to, now it's back to... The child node is flashing blue now, just
05:00
Speaker 2
all right yeah, that is correct, that is correct, yeah, that is correct, [silence] right? Wait, what is that the that's the child node right? [silence]
05:00
Speaker 1
Started slowly fading on and off. ah it's white. so it's paired. Nope, now it's flashing white. okay. Still slowly. I'm also checking my app to see how many nodes show active. I'll probably have to restart the app for that to work. They're both flashing white. They still flashing. How long does it usually take for it to finished the sync? Okay. No, the parent is flashing white, the child is flashing white. Yeah, we've had lightning storms in Florida the last few weeks, and I've had to reboot my Wi-Fi, I guess three times. It gets knocked offline from the storms and it just doesn't automatically reconnect. Okay, both still flashing. Now, the parent note is flashing red. flashing light yellow never seen that color before okay the parent node is solid white the child node is still flashing white is that what I'm looking for okay both are solid white both are solid white right now [silence] I'm checking my app to see if it shows the third the third mode
06:00
Speaker 2
Yeah, we need to wait for it to turn solid white because it's still trying to do it right now. Okay, they're both solid right now. Okay then. Can we? Yes.
09:00
Speaker 1
the Lynks app is very slow. I don't know if you've had people complain about it and I'm still only showing two two nodes off the. Oh, restart the whole app. Okay, let me do that. [silence] I'm now showing four nodes in the summary screen and I'm waiting for the node to. Schematic to open, which I think I would see one parent, three children. But it's thinking. So now I'm safe to move it and reconnect it, right? Okay. I'm just going to wait for the screen to refresh. But the summary screen did show four active nodes. I got them. They're here. Thank you very much. And I just had one final question. I have to plug a I have to plug another device into this. I have to plug a no, not a node. I need to plug a device into this that connects it to a wireless receiver. My access point is going to be connected to a cable adapter for home. You a, a Wi-Fi enabled appliance that's outdoors? Do I plug it, I do not plug it into the, do I plug it into the, because it's one of the phone type cords, our Cat 5. Do I plug it into the internet or into the top slot, the one with the two arrows? The, the internet, the one, what it says here, internet on a device. On the child mode, I've got two arrows connected by dots and one yellow bar to two arrows. That's a connection out for connection. Got it. Okay. I'll connect it there. Okay. Not internet. Okay. Thank you for your help. Thank you. Okay. Thank you.
10:00
Speaker 2
Okay. Yes. Yes, sir. It should be to the Ethernet. Ethernet, not internet. Well, it should be to the two hours, sir. Should be to the two hours, because those are the Ethernet ports. Yes. Those are the Ethernet ports. Nothing. Okay, not a problem, sir Spencer. For more information, you may visit our site support.Linksys.com. This is Epi again from Linksys. Thank you for calling. Have a great day. Thank you. Bye.
12:00