V2 Rubric Detail — b0bb7ca6-73b4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:18
Duration
43m 30s
Contact
Lillie Stone
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
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 (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall66.2% (-5.8)

V2 Grader Summary

Despite technical inaccuracies in T3 (unverified 5-press on MX6200 and inconsistent LED guidance) and skipped diagnostic steps in R2/T1/T2, the customer confirmed internet connectivity was restored. The agent demonstrated ownership, empathy, and call control, resulting in a successful outcome per R1. No escalation was warranted or performed.

V1 Case Analysis

Customer Lily Stone reported MX6200 nodes stuck on solid blue with no internet. Agent guided use of 5-press reset method on parent node, ensured proper power and spacing, and after multiple attempts both child nodes reached solid white. Customer confirmed internet restored. Ticket #0444785 logged. Case closed.

Troubleshooting Steps
  • Verified device model (MX6200) and attempted to capture serial numbers.
  • Ensured each node was plugged into a wall outlet and spaced 2–3 ft apart.
  • Instructed use of the 5-press reset method on the parent node.
  • Monitored LED status (blinking → solid white) to confirm successful pairing.
Key Observations
  • Agent used correct 5-press method for MX6200, which is explicitly supported per KB (universal_5press_models.md).
  • Agent failed to verify WAN/internet status via router UI or speed test, relying solely on customer confirmation.
  • Excessive silence and repeated instructions disrupted call flow and efficiency.
  • Serial number capture was incomplete and confusing for the customer.
  • Agent briefly misidentified model as 'MX 600' at [19:00], potentially causing confusion.
Positive Highlights
  • Correctly used the 5-press reset method appropriate for MX6200 devices, as documented in universal_5press_models.md.
  • Accurately interpreted LED states: recognized that solid white (not solid blue) indicates successful mesh pairing for MX6200.
  • Guided customer to factory reset the node stuck on solid blue at [19:00–20:00], which is correct per universal_factory_reset.md.
  • Provided ticket number (0444785) and confirmed contact number for follow-up.
  • Showed empathy at the start and maintained patience throughout a complex, lengthy call.
Agent Errors / Gaps
  • Poor pacing and excessive silence; instructions were often repeated without clear confirmation or progress tracking.
  • Did not verify internet connectivity through router dashboard or speed test after resolution.
  • Misidentified model as 'MX 600' at [19:00], contradicting earlier correct identification as MX6200.
  • Failed to ask about modem/WAN status, which is a standard step for connectivity issues per velop_wifi_connectivity.md Step 2.
  • Did not confirm whether PPPoE or other ISP-specific settings were needed, despite no internet being the core issue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms resolution: 'It’s working… thank you so much…'. Internet connectivity restored after node setup completed.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent initiated troubleshooting (power cycle, placement), but skipped critical pre-checks: did not verify WAN connection to modem or test speed at modem before assuming mesh issue.
R3 Partially Met Correct resolution path conf 90%
Agent correctly avoided warranty dismissal and pursued setup fix, but failed to determine if issue was truly a pairing problem vs. WAN-side failure. Should have first confirmed internet availability at modem per velop_wifi_connectivity.md Step 2.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (no internet, all nodes blue) and observed LED states, but did not ask about modem status, WAN cable, or ISP outages — missing key diagnostic steps in KB. Jumped directly to node reset without isolating source.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used correct on-device actions (5-press, reset) but failed to use required diagnostic tool: test at modem via Ethernet. KB mandates this test before concluding issue is with Linksys device (velop_wifi_connectivity.md Step 2).
T3 Not Met No misinformation conf 96%
Agent used 5-press method on MX6200 without verifying firmware (universal_5press_models.md requires fw ≤ 1.0.6). Additionally, agent stated 'this node should turn into solid white, not solid blue' for the MX6200; while correct that MX6200 uses solid white for online (universal_mesh_node_management.md), the agent's overall guidance on LED states was inconsistent and lacked firmware validation for the 5-press method.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control, set expectations ('wait three to five minutes'), managed transitions, and kept customer on task despite physical delays and confusion.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and showed patience, but gave confusing instructions: 'make sure the power adapter no need to connect the child modes' — grammatically unclear and caused customer to question power cords.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on call, did not transfer, and guided customer through full process to resolution.
O2 Met Proactive follow-through conf 95%
Provided ticket number, explained its purpose, confirmed resolution, and offered future support before closing.
O3 Partially Met Closure confirmation conf 85%
Customer referenced prior call ID; agent did not acknowledge or access prior case details, re-asked for serial number despite likely prior documentation.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy: 'I totally understand that one, Lily… I really apologize for the inconvenience.' Acknowledged customer’s age and pace respectfully.
X2 Met Tone & rapport conf 93%
Adapted to customer’s slower pace, repeated instructions, and allowed time for movement, maintaining engagement throughout.
X3 Partially Met Overall experience conf 87%
Customer had to repeat actions (fetching cords, moving nodes) due to incomplete initial guidance; agent could have clarified power requirements earlier to reduce effort.
Call Transcript70 turns · 78 lines
Speaker 1
Pretty good. Yes, good, Regina. Good afternoon. Good morning. My name is Lily Stone. I'm calling, I'm calling because my links boxes, all have blue lights on them and I'm unable to get onto the internet.
00:00
Speaker 2
welcome to linksys support. To ensure quality service, your call may be monitored and recorded. 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 one now. For out of warranty products, paid support may be available depending on your issue. Please have your device 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 Regine. I can help you today. Good afternoon, ma'am.
00:00
Speaker 1
it. ID 511-748-96 I had written that down the last time I called, I don't know what that number means.
01:00
Speaker 2
Uh-huh. I see. Yeah, go ahead. Okay. Now let me just confirm. Am I talking with Lily Stone, right? And your email is Lil Stone, Sky (0), Go ahead. And you have three Linksys devices and they are all MX6200. They are on Blue. Okay, so the three notes are...
01:00
Speaker 1
[ silence ] Yes, but I can't, I can't remember exactly how you told me to, how the man told me to reset them the last time. You unplug them and take it downstairs and sit it next to the mother? So, I'm gonna unplug them, right? Unplug this one up here and I'm gonna go downstairs and get the other one and take it to the, hold on, please don't, don't leave me because I really am in a squeeze this morning, but thank you so much for helping me. I appreciate it. I'm an older lady and it takes me a minute to get down these steps.
02:00
Speaker 2
Okay, I see. I totally understand that one, Lily. And I do really apologize for the inconvenience. But may I ask, did you attempt to reset the node before contacting us for support? [silence] Yes. So can you please move the two nodes closer? That that mother node. [silence] Yes. Exactly. Yeah. Don't worry. You're welcome. [silence] [bell rings] [silence] [music playing]
02:00
Speaker 1
Okay, I'm in the basement and the mother node is what if the mother node is white Make sure they are plugged in. I didn't bring the things... I didn't bring the things down. I just unplugged them and brought them down. So, I need to go back and get the cords? Oh, okay. How are... The power adapter is on on the mother note. No, they're unplugged now. Nothing's connected to them. To what? mm.
03:00
Speaker 2
form the parent nodes. Yeah, two to three feet apart and make sure they are both plugged in directly to a power outlet. Yup, plugged in directly to a wall outlet or power outlet. Now no need. Yeah, make sure the power adapter no need to connect the child modes to the main Mode. All you need to do is make sure that they are turned on. How about the child modes? Okay, make sure they're plugged in directly to a wall power outlet.
04:00
Speaker 1
But I don't have a cord to plug them. I have to go back upstairs and get the power thing? [silence] When I was upstairs and I unplugged them, I left the cords upstairs. I didn't bring them down with me. That's okay. How do I turn them on? I'm looking at the back. [silence]
05:00
Speaker 2
How about the power adapter? Yes. So make sure they are on. Yeah, it's okay. No need to grab the Ethernet cable. Make sure that this two child modes are turned on and solid blue so that we can proceed to setup both node. Make sure to connect, yeah, make sure to connect the power adapter to a wall outlet or power outlet. And on the bottom of the node, you can see the toggle switch on and off.
05:00
Speaker 1
of the note. hit on. okay. I hit on. no, they're not blinking. and I hit on for this one. they're not blinking. no, no lights. and I hit it. yeah.
06:00
Speaker 2
Yes, please. So, now they're both blinking. So. What are the light indicator for the nodes? Are they turned on?
06:00
Speaker 1
What power adapter? I don't understand what you're saying. Let me see here. Maybe this is what you're talking about. I don't know. I'm plug it. Okay, now it's on.
07:00
Speaker 2
Did you plug the power adapter to a power outlet? the power adapter, where you can convert into electrical power [silence] from a wall outlet.
07:00
Speaker 1
One is on. [silence] Hold on. [silence] [silence] The other one is on now. They're both on, but I got to move them all so that they are two to three feet apart. [silence] Okay, they are two to three feet apart and they're on. [silence] [ silence
08:00
Speaker 2
How about the other one? Yes. Yes please. From each other and also from the parent node. Okay. So let's us wait for both devices to fully boot up. [silence]
08:00
Speaker 1
[silence] okay. serial number. [silence] set Wi-Fi [silence] for name [silence] no password. [silence] serial number. [silence] yeah, I'm looking, but I need, I can't see [silence] it. wait a minute. I'm seeing if I got my magnifying glass down here. [silence] uh, it's, um, five is it a five five six eight VV
09:00
Speaker 2
And while waiting for the nodes to turn solid blue, please provide the serial number, one of the child node S slash N. Yeah, on the bottom.
09:00
Speaker 1
okay one zero in two C yes. yes one zero M one two C D 0 7 8 4 2 yes. Yes. No.
10:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Sorry to interrupt you, Lily, but can you please double check if the serial number start with 5? A W. Okay, thank you for that. And what are the light indicators of both nodes? Are they solid blue now? Okay, so both
10:00
Speaker 1
on the child note. okay
11:00
Speaker 2
SolidBlue. Now go to the parents, node. And this time you need to be careful on setting up your Linkset devices, but using the five press method. We need to make sure that we can't accidentally muted, like accidentally reset the parent node to set up the child node, okay? So all you need to do, Lili, is to press, release, the reset button five times within five seconds. For example, press release, press release, press release, press release, press release. That is five times within five seconds. Now, on the parents node. Okay, go to the parents node. Then press release the reset button five times within five seconds. Thank you for that. Yes, go ahead. Okay. Thank you for that. And what does the light indicator of the parent node show? Okay. So keep on observing it. And it will take three to five minutes for a node to start up. So no need to do anything. So just keep observing and monitoring the light indicator of the child node, please.
11:00
Speaker 1
One of the child notes is blinking, but not the other one. [silence] Okay, the mother note has stopped blinking, and one of the child notes is blinking.
13:00
Speaker 2
Okay. Good. It means it's setting up. Let's just try to observe. Keep observing. [silence]
13:00
Speaker 1
Okay, the other one has started blinking now. Slower, lower, lower, lower. It's lower than the other one. The one child, though, is turning white and it's still blinking.
14:00
Speaker 2
Okay, so they're both blinking. Okay, good sign. So it means they're both setting up. So please monitor the light indicator of the child nodes and let me know once they are both solid white.
14:00
Speaker 1
One of the child notes seems to be white and has stopped, but the other one seems to be very slow blinking. [silence] Before each other. Okay, the one that was white.
16:00
Speaker 2
Okay, it's okay. It's still setting up, clearly. All you need to do is to make sure that they are both plugged into a wall outlet, two or three feet apart from each other and also from the parent node.
16:00
Speaker 1
It turned red. And then it's blinking again, and went back to white. Mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-MM-MM-MM-MM-MM-MM-MM-MM-MM-MM-MM-MM-MM-MM-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm-mm
17:00
Speaker 2
okay, so the other one is solid white. how about the other node? solid blue or blinking blue? okay, that's good, but can we check the model number of that node, Lili, the one that turned to solid blue? yeah, can we check the model number?
18:00
Speaker 1
The model number is MX 600. Yes. They're both the same I they're both the same. I mean I got 'em both at the same time. Right. Right. Can you say that again, please?
19:00
Speaker 2
Okay, so the one that turns solid blue is also an MX 6200, okay? So can you please okay? I see. Because when it's, successfully set up, this node should turn into solid white, not solid blue. But since we successfully set up the other node, can you please press and hold the reset button of this node that's currently solid blue for 10 to 15 seconds?
19:00
Speaker 1
Ok. Reset button. Ok. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15. It's blue. No. Oh. Now it's now it's now it's blinking. Now it's blinking.
20:00
Speaker 2
the node that is now solid blue for about 10 to 15 seconds. Make it 15 seconds please. And what is the light indicator blinking? Yeah and then we need also to measure the Leigh five oh. Okay. So for the other node,
20:00
Speaker 1
Okay, I'm plugging the one that's solid white. Okay, it's unplugged. And now, you mean to put the mother note back where it was? Okay. Relocate it. Take it back upstairs? And these other one down here. Okay.
21:00
Speaker 2
But already solid white, can you please unplug that node and you may now proceed to relocate it back to its original placement, yes . Right? No, do not [silence] Okay, the mother node is always connected to the modem, Lely. So you have two child nodes, which is your extender. So for the other one, since it's already solid white, relocate that node, yes. Yes. Yes. Because we need also to set up the other node. And to avoid yeah go ahead
21:00
Speaker 1
so I hope I didn't do anything. Let me see. back in and it's blue. Okay, I'm going back down to the mother now.
23:00
Speaker 2
Yes, I'm here. Yeah, sure. Yeah, and while the node is booting up and reconnect, can you please go back to the 'mother node,' Lily, to set up the other node.
23:00
Speaker 1
Oh, okay. I'm back down here. And it's still blue. It's blinking though. Hmm? Yes. Yes. She cannot... Why don't I unplug it and put it and plug it into the one that the other one was plugged into? Oh.
24:00
Speaker 2
[silence] and what? Yeah, it's okay. [silence] Which means it's ready for setup. It's blinking blue. Is it plugged [silence] and directly to a wall wall outlet? Yeah.
24:00
Speaker 1
I'm gonna unplug it and plug it into this one okay now I have hit reset again it's it's black it's black now it's just it's pure it's pure black now all that's why this one's not 12 in here say now it's on and it's blue
25:00
Speaker 2
Likely, that's good. No need. Just keep on waiting for two to 4 minutes for that node to fully boot up, Lily. Yeah, so it will takes 2 to 4 minutes for that node to turn solid blue again. So please observe.
25:00
Speaker 1
It's actually blinking now. I.
26:00
Speaker 2
Yes, it's booting up. So wait for the light to turn solid blue again.
26:00
Speaker 1
Yes, it's solid blue. Go to the mother note and press the reset button, five times. One, two, three, four,
27:00
Speaker 2
[silence]
27:00
Speaker 1
art
28:00
Speaker 2
Okay. Thank you for that. And what is the light indicator of the mother node. Blinking. How about the other node? Okay, that's good. Yeah, it's setting up. So it will take three to five minutes for that note to set up. So keep observing it. Okay? It looks like it's coming on now. Yeah. The first light indicator is blinking, it seems. So it's working. Great. So, to match the colors of the nodes. Now, what should we do?
28:00
Speaker 1
There's a call coming in, but I can't answer it now because I got to get this straight. [silence] The other the one upstairs.
29:00
Speaker 2
well, you know, [silence] I think, yes. Exactly. Yes, of course. So it's 5854140775. Sure. Okay.
29:00
Speaker 1
is solid white. Go back downstairs. Go back downstairs to the other one. Unplug it. And take it back upstairs. Okay. Okay, so then, and it's
31:00
Speaker 2
It's all ready set up, so proceed to relocate that one. Yes.
32:00
Speaker 1
Blue. Mm-hmm. Okay. Wait a minute. Then there's...
33:00
Speaker 2
Blinking. Yes. Okay, let's just wait for that note to turn solid white. Okay. It will take three to five minutes, okay? And while waiting, let me also provide your ticket number. Just in case you call us again, the next technician can quickly access your information. It's uh zero. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yes. It's zero four four.
33:00
Speaker 1
Okay. Okay. Okay, I got to go back downstairs. This one up here is still white. Let me go back down. Let me go, let me go downstairs. One needs to [cricket noises] The other one is a light blue, almost white but not white. Uh huh. A real light, pale blue. [silence] It's like it's turning white already.
35:00
Speaker 2
Links Gang. Okay. almost white.
36:00
Speaker 1
it's not white yet it's still light blue no it's not blinking it's sort of blinking but it's not bright it's not the the Royal blue but it's a light blue but it's not white it's almost white it's blinking red now it's blinking red.
37:00
Speaker 2
from the delivery of solid white blinking. okay. and this one also is plugged in directly to a wall outlet or power outlet.
37:00
Speaker 1
It's into one of those things on the floor where I can plug things into different things. It's blinking red. Why do you think this happens? Yes. Okay. We have been having some pretty bad storms. It's blinking red. [silence]
38:00
Speaker 2
Yeah, might be there's a power outage That possibly cause this That is true, okay, that's why, Yeah, Thank you.
38:00
Speaker 1
Should it be blinking red? Do you want me to take it back downstairs and sit it next to the mother thing again? Okay, it's blinking. It's turning blue. It's blue again. Light blue. Solid blue.
39:00
Speaker 2
Yes, because you moved that one farther.
39:00
Speaker 1
It looks like blue, it's not the royal blue, it's like blue, like it's trying to turn white. Uh-uh, it's like, it's like blue. On my phone, on the computer. uh wait a minute. I need to go upstairs to do that on the computer. I think it's getting white now. Let me see. No, it's not white, but it's, it's, it's light blue.
40:00
Speaker 2
the solid light. Can you please open a Lynx Johns app? Yeah, do you have a Lynx Johns up? Skitulenko: Okay, so let's just use your computer to access the web interface. Okay, so since can we double check? It might be the lighting. Can you please check if it is [silence]
40:00
Speaker 1
Oh yeah, yeah, it's white, it's white. I turned the lamp off and it's white. No, now I need to go back and put the mother note where I, found it, put it back up on the little table. Okay. You, so you think I got Wi-Fi now? I can get on the internet? Well let me, let me see. Let me see if I got it. Oh, cause I sure didn't have anything this morning. And thank you so much for being so patient with me. I appreciate that. You're, you're very good at what you do. I couldn't do that if my life depended on it because when, uh, when I start asking crazy, crazy questions, if I was you, I would've just hung on up.
41:00
Speaker 2
Solid White or solid blue. Okay. Okay, that's good. But since you have successfully set up the child node, lily, is there anything else that I can help you with? But no need to unplug everything, okay? Yeah, yeah, check if you have wi-fi now. But You're welcome lily.
41:00
Speaker 1
But you are very good at what you do. Wait a minute, let me see if it if it's working. Okay. Okay, I'm good. It's working. Oh, thank you. That's set number 800-326-7-114. That's my KitchenAid.
42:00
Speaker 2
Yeah, that's, that's okay. Yeah, it's fine, I know. Sure. Okay, that's good. Okay, good for you and you're welcome. And of course, feel free to call us back if you have any further assistance, if you need any further assistance, Lili and we would be happy also to assist you, okay? Now, 0444785, [silence], okay, [silence],
42:00
Speaker 1
But I called you your one is 800-326-7114. And the ticket number is 0-44785. Okay, All right. Thank you so much. Have a good rest of your day. You too. Bye-bye. Bye-bye.
43:00
Speaker 2
So, [silence] yeah, but for the phone number. [silence] [silence] Yes, that's correct. [silence] [silence] [silence] Yes. [silence] Okay, you're welcome Lily and have a great day. you too. Bye.
43:00