V2 Rubric Detail — aa22ada2-646d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 01:42
Duration
18m 3s
Contact
Trevor Mclean
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall87.5% (+21.5)

V2 Grader Summary

The agent successfully resolved the mesh node pairing issue, with the customer confirming connectivity in the app. However, the agent provided materially incorrect technical guidance: instructing a 1-second pair button press (vs. 3 seconds per KB) and stating the final LED would be solid white (should be solid blue). These inaccuracies result in a Not Met rating for T3, despite overall resolution.

V1 Case Analysis

Customer unable to reconnect MX6200 child node after hard reset; agent instructed to use pair button (incorrect method), node flashed white then solid white and appeared connected in app; advised on placement and signal strength.

Troubleshooting Steps
  • Performed hard reset on the child node
  • Instructed to press the pair button on the parent router (incorrect method for MX6200)
  • Observed node flashing white then solid white
  • Verified connection status in the Linksys app
  • Explained signal strength values and advised on node placement
Key Observations
  • Agent used incorrect pairing method for MX6200 (pair button instead of 5-press), contradicting KB guidance.
  • Agent provided inaccurate LED behavior description during node relocation (blinking blue and red before solid white), which is not standard for Velop nodes.
  • Agent collected all required device and contact information and confirmed warranty status early in the call.
  • Customer confirmed node appeared in app and expressed satisfaction with the outcome.
Positive Highlights
  • Collected model, serial, contact info, and confirmed warranty early in the call ([03:00]–[05:00]).
  • Guided the customer step-by-step through reset and pairing, resulting in solid white LED and app confirmation ([06:00]–[11:00]).
  • Clearly explained signal strength values (-55 dBm, -64 dBm) and their meaning for node placement ([16:00]–[17:00]).
  • Maintained clear, calm communication and allowed customer to verify app status independently.
Agent Errors / Gaps
  • Incorrect pairing method: instructed to use pair button on MX6200, which requires 5-press pairing per KB.
  • Incorrect LED behavior guidance: stated node would blink blue and red during relocation, which is not accurate for Velop nodes.
  • Failed to correct or acknowledge the incorrect pairing method despite successful outcome.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms nodes are connected in the app and thanks the agent for resolving the issue.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through correct pairing steps: checking LED, using pair button, waiting for solid light, and verifying in app.
R3 Met Correct resolution path conf 95%
Agent correctly chose in-warranty troubleshooting for a mesh pairing issue instead of escalating or dismissing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom and asked about LED, but did not confirm firmware version or prior reset, which are key for pairing issues.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (e.g., remote access) were needed; the issue was resolvable via guided physical steps.
T3 Not Met No misinformation conf 98%
Agent instructed 1-second pair button press (KB requires 3 seconds) and said final LED would be solid white (should be solid blue).
Communication
C1 Met Clear & professional language conf 90%
Agent opened professionally, collected info, maintained control, and guided the interaction to resolution.
C2 Met Confirmed understanding conf 85%
Agent used accessible language, confirmed understanding, and adapted to customer’s informal tone.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish without unnecessary transfer or deflection.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: press pair button, wait 2–3 minutes, then relocate node.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the resolved outcome.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, acknowledged customer effort, and closed warmly despite minor audio issues.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, checked in during wait times, and explained signal strength clearly.
X3 Met Overall experience conf 90%
Agent avoided repetition, used customer’s existing app for verification, and minimized steps.
Call Transcript29 turns · 31 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your device's 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. [silence]
00:00
Speaker 1
Okay. Can you hear me okay? Okay. Sorry, I was just away from my phone for a second. Hey, um, I am happy that I um, got a chance to uh, you know, talk to uh, the DHT and you know, uh, I think it's offensive uh, that uh, it wasn't disclosed you know that um.
02:00
Speaker 2
Hey, thank you for calling Sis. My name is Raquel and how may I assist you today. Yes, I can hear you fine.
02:00
Speaker 1
Having some issues with getting one of my nodes to connect to my main system. I've Googled it and I've tried the things that it says on there by doing like a hard Reset on it, those kind of things and I just cannot get it to reconnect to my system. So I'm hoping that you can help me with that somehow. Yeah, it just stopped working this week. We just barely noticed a cut like a couple days ago that it was not connected anymore. Yes. Serial number is 58W10M.
03:00
Speaker 2
All right. Thank you for all that information. Let me try the other fees to work fine before. Okay. Understood. And may - uh-huh. Okay. Thank you. And may have the serial number of this NO that you're trying to add.
03:00
Speaker 1
24 e05202. Uh, Model number, it says it's an M X 6 2 0 0. Uh, I think so. I don't remember ever having to call in the past. I don't remember it anyway. Uh, yeah, my phone number is 801 620 8692. Yeah. Yeah, correct.
04:00
Speaker 2
Alright, and may I have also the model number, showing at the bottom? Alright, so you have the Wi-Fi six and is this your first time calling Linksys? Alright, let me see that okay. May I have your phone number? Mhm, mhm, Mhm. Alright, let me check it here if you have a record. Alright, I am able to pull up one and I believe I'm speaking to Trevor Maclean. Is that correct? All right, that's great. And your email is?
04:00
Speaker 1
Correct.
05:00
Speaker 2
I'll spell it. So that's T-O-E-C-R-M-CLOAN at gmail.com. Is that correct? Okay. All right. Thank you so much. And since your note is within warranty, I'll be happy to help you how to add this child node using a different method and going back to this child node now, may I know what's the light color light on top of it?
05:00
Speaker 1
an whatever and then it changes and it went to solid blue but is still not connected so that we can it is it is right beside it right now we already had moved it before we did the factory reset to like literally it's they're touching they're connected they're right side by side the tear button
06:00
Speaker 2
I see solid blue actually on setup mode and for setup purposes so that we can add it. Let's let's plug in this node that's showing solid blue to the power source within 5 ft away from the main node. Is this possible? Okay. And we're going to add it using the pair button. You're going to press the pair button at the bottom of the main parent node for 1 second. Yes, that's the bigger button between the reset and the uh power switch.
06:00
Speaker 1
and, and you want me to press it on the parent node? Okay. Done. Correct. Yes. Okay, so you're seeing. Okay. So it's now flashing white,
07:00
Speaker 2
Yes, on the parent no no. Yes, and after that, the light on your main node will start flashing white. All right, and let's also observe child node if it's also started flashing, flashing blue. All right, so it's actually responding to the pair button, so it's on the process of pairing. So next it will go through blinking white and it will give them two to three minutes turning into a solid steady white light. Okay, so the child node is flashing white light.
07:00
Speaker 1
Yes, correct.
08:00
Speaker 2
right it's actually on the process of adding now using the pair button so we'll give it two to three minutes more to have a solid white light and while waiting manual is your internet service provider okay no worries and how many total notes do you have including the main parent node all right thank you purchase
08:00
Speaker 1
Is the one that was on the main floor of our house. Yes. And you're saying when it's connected or paired, it will turn solid white. Same with the parent node, it will also turn solid white. Okay.
09:00
Speaker 2
All right. Thank you for all the information. Got it. And the shelves node still blinking white. Let's our other way wait for it. That is correct. Yes. Should be on solid white. Yes. Yes, that's the normal turnaround time for the child node to add on the network.[silence]
09:00
Speaker 1
okay, so the, yeah, so it now seems like both lights have are solid white now. Okay, so just out of curiosity, before I do that, I'm going to pull up, I have the app on my phone. I want to make sure that it shows that on the app, because it was showing on the app that it was disconnected. Okay. Yeah, now it shows that.
11:00
Speaker 2
It actually depends how big is your house. Um, this, each of this node actually covers up to 3,000 sq ft of Wi-Fi range and and since you have um based on what you described earlier with the the size of your house and the level, actually um three nodes is enough. All right. So that means it's connected now. So we can now unplug this child node and move it to where you had it before.
11:00
Speaker 1
uh. now it shows that they're all connected. okay okay so now I can uh plug it and take it to where I want it to be. Okay, I am going to do that. I will take it back upstairs. give me one second here. Oh. Okay, going back upstairs. doo doo doo. So just plug it back in where I want it to be.
12:00
Speaker 2
right that's great okay yet Yes please and after plugging in it will show a solid blue light right away indicating that it has powered then it will go through blinking blue blinking red and will wait for solid white
12:00
Speaker 1
Okay. Okay. Yeah, it's blue right now
13:00
Speaker 2
We'll give it again two to three minutes. We reconnect. Okay. still restarting. Next, the flashing blue should be flashing red.
13:00
Speaker 1
it's repaired to it but it's still connecting up here. Is any of this stuff yours? One of those switches is mine. Do you know which one? No. Can you figure it out? I guess. Which is the other ones close? And I just reconnected those blue and the red ones. I didn't know which one was which or which one went to who. [silence] Are you sure? Which is... this app
15:00
Speaker 2
All right, is it blinking white still on the child known. All right, so we'll also check it back on your, your Lynx this app and make sure it has connected back as well.
15:00
Speaker 1
Okay. Yeah, it seems to say that it is um... connected. So let me ask you a quick question because I don't understand what these mean, but it says for the one that we just reconnected that I'm by, it says signal strength is -64. The one that's in the basement says that it is sorry, it's now I why is the app not telling me? Or what do the numbers mean? Uh, -64 is that like bad number or?
16:00
Speaker 2
Okay. All right. Oh. It actually is a good number. So the higher the better. If it reaches like, uh, negative 70, that's actually a weak signal, meaning the
16:00
Speaker 1
Are you there still? Hello? Sorry, yeah, I couldn't hear you there for a second. So the one that's on the basement level of the home, it says -55 and the one that's upstairs is -64. okay okay. All right, well, I appreciate your help tonight. Thank you for getting uh that figured out for me. Thank you. Have a good night.
17:00
Speaker 2
The node is too far from where it's connected, uh, it's too far from the node it's connecting to. So, those numbers are really good. Yeah, I'm still here. Okay, sir. Yeah, I can hear you fine. those are actually good signal strengths. If it goes to be a negative 70 dbm, those are not good, meaning they are weak and meaning they're far from the node. So, that's they're all okay. All right. You're most welcome, tourists. And just once again, Raquel, thank you for calling Linksys and have a wonderful day. You too.
17:00