V2 Rubric Detail — b276977e-73fa-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:39
Duration
24m 6s
Contact
Deborah Musen
Issue Type
Firmware Update
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135229
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_CN is not connected to the network_solid purple for the node

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall69.2% (+7.2)

V2 Grader Summary

The issue was resolved with the node returning to solid blue and the customer expressing satisfaction, meeting R1. However, the agent misapplied the 5-press method (a diagnostic escalation tool) as a fix and provided technically inaccurate information about LED meanings, resulting in Not Met ratings for T3 and R3. Tool use (app/dashboard) was skipped despite availability, undermining technical accuracy.

V1 Case Analysis

MX2000 child node stuck in solid purple (setup mode). Performed 5-press reset on parent node. Node successfully rejoined mesh and showed solid blue. Firmware version 210-469 confirmed current via app. Issue resolved.

Troubleshooting Steps
  • Confirmed model (MX2000) and serial number.
  • Explained LED status meanings (solid purple = ready for setup).
  • Guided customer through 5-press reset on parent node.
  • Monitored node LED change to solid blue.
  • Guided app installation and login (with unnecessary password reset).
  • Checked firmware version in the Linksys app.
Key Observations
  • Agent correctly applied the 5-press method for an MX2000, which is the proper procedure for a node stuck in setup mode (solid purple).
  • Agent introduced significant inefficiency by guiding the customer through a full router password reset, which was not required to resolve the node connection issue.
  • Agent made a materially inaccurate statement that the Linksys cloud server was discontinued, contradicting KB documentation.
  • Customer confirmed resolution via the app after login, validating the fix.
  • Agent did not verify warranty status or discuss support eligibility, missing a protocol step.
Positive Highlights
  • Correctly identified the solid purple LED as indicating the node was in setup mode and needed to rejoin the mesh.
  • Accurately instructed the 5-press reset procedure on the parent node, which is the correct and documented fix for this issue on MX2000.
  • Successfully guided the customer to verify the node's firmware version and confirmed it was up to date.
  • Maintained patience during the wait period and reassured the customer.
  • Confirmed the resolution and provided clear next steps for relocating the node.
Agent Errors / Gaps
  • Introduced unnecessary troubleshooting by guiding the customer through a router password reset when the issue was resolved at the network level via the 5-press method.
  • Made a factually incorrect statement that the Linksys cloud server was discontinued, which is not true and may mislead the customer about future support and updates.
  • Failed to recognize that the node had already rejoined the mesh (solid blue) before initiating the app login process, adding redundant steps.
  • Did not verify warranty status or discuss support eligibility, which is a protocol miss for a hardware-related support call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed node turned solid blue, system showed connected in app, and expressed gratitude: 'You have been a wonderful help.'
R2 Partially Met Diagnostic thoroughness conf 94%
Agent checked LED and serial but skipped app/dashboard verification and used non-standard 5-press method instead of proper pairing or firmware update steps.
R3 Not Met Correct resolution path conf 95%
Agent applied 5-press escalation method (intended for diagnostics/LTS ticketing) to resolve a firmware/pairing issue, which is not the correct path per KB; should have guided app-based recovery or factory reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified purple LED and model via serial but failed to ask if internet was working, whether node was previously paired, or if firmware updates were visible in-app.
T2 Not Met Appropriate tools / resources used conf 96%
Despite customer having the app and being able to log in, agent did not use app or web dashboard to verify node status, firmware, or initiate proper re-pairing — relied solely on LED and manual reset.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'solid purple means it’s online' (contradicts velop_wifi_connectivity.md: 'Solid purple = Ready for setup') and misused the 5-press method as a fix (contradicts universal_5press_models.md: 'This is NOT a factory reset... generates a unique log bundle and opens an LTS ticket').
Communication
C1 Met Clear & professional language conf 96%
Agent set clear expectations ('wait 4–6 minutes'), maintained control during wait, and guided next steps without losing focus.
C2 Met Confirmed understanding conf 94%
Agent adapted to customer’s pace, repeated instructions clearly, and confirmed understanding throughout, especially during password recovery.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed through extended troubleshooting until resolution was confirmed.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps (5-press, wait, check app), followed through, and confirmed final status before closing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was needed — issue was resolved during the call, and agent correctly determined L1 resolution was possible.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained patient, empathetic ('no worries, I'll be here'), and professional despite customer’s stress and technical delays.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, offered flexibility during wait, and adjusted communication during login struggles.
X3 Partially Met Overall experience conf 90%
Agent required customer to perform complex manual steps (5-press, password recovery) without first attempting simpler app-based recovery, increasing effort.
Call Transcript47 turns · 47 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 one now. For out-of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
Hi, I was alerted by somebody from Best Buy that for our Linksys node, we should have gotten an update and we never received an update. So our node is showing a pink purple light and all the other products are showing a blue light. So we need to have this update loaded. Can you help me? The serial number is [silence] [silence] I just need to do an update.
01:00
Speaker 2
www.linksys.com. You can also connect with other users for tips and guidance at www.reddit.com/r/linksys. Thank you for calling Linksys. This is Elle. How can I help? Yeah, we can double check that one, ma'am. What's the serial number? If there is silence or no speech, output only.
01:00
Speaker 1
S- no, I'm sorry, it's five, zero, dee, one, zero, M as in Mary, two, five, C as in Charlie, four, six, nine, nine, nine, zero. [silence] Yes, correct.
02:00
Speaker 2
let me let me repeat that one ma'm just to make sure. that is five zero D for Delta one zero M for merry two five C for Charlie four six nine nine zero. ah okay, thank you so much. let me just pull that one up here. and how many do you have?
02:00
Speaker 1
we have a mother node and two other nodes, it's a three node set and the mother is blue the second node is blue and this node is a lilac color, and we've never gotten an update, pardon me, Um, no, I haven't on my computer, Correct
03:00
Speaker 2
Three nodes. Okay, and then what's the LED light of the parent node? The mother node? Do you have. Do you have the Linksys app? [silence] On your phone? Oh, okay. Um, this one shows here, based on the Serial number, this one shows as the MX2000, is this correct? This is the model number? [silence]
03:00
Speaker 1
That is correct. So it's not you, I know that MX two. Oh, they've always been connected. they've always been connected since we bought them, and this is the only one that turned purple instead of blue. It used to be blue at the beginning and for a couple of years it was blue and it's now purple. I'm wondering if we need to buy a new node.
04:00
Speaker 2
Okay. Oh, okay. So the one that is like, okay. uh, the one that is solid purple, was that connected before to the mother node? [silence] Well, if it's solid purple, ma'am, for that one, that means that that is ready to be set up. If that is solid purple. If that is solid red, that means it's not connected to the network and it doesn't have any internet. This one, um, solid purple means that this device is ready to be added back to the network. Have you tried?
04:00
Speaker 1
I have. I will do it again. Yes, I'm sure it is. [silence] Yes, D Mucin at earthlink dot NDeborah Mucin Spectrum cable.
05:00
Speaker 2
No need to do it again. As long as it turned to solid purple, that means it's online. Before we proceed further with your concern, ma'am, I was able to pull up an account here based on the phone number that you're using to call us. I'll just like to know if this is still the same account. Can you confirm the first name and last name and then the email? Correct. Thank you. And first name and last name. Correct. Thank you so much. And who is your internet service provider? Correct. Is this the same phone number?
05:00
Speaker 1
hey yes Sam I'm holding it it's right next to it uh-huh uh-huh
06:00
Speaker 2
in case the called gets disconnected, is this the best callback, the one that ends in two one three nine. Okay. So, um. let's go back mom to the node that is solid alarm. how far is that one to the mother node? Okay. Oh, okay, i see. So, let's try this one. Um, I want you to go to the parent node or the mother node. And then underneath that note, because usually for the MX 2000, any firmware updates, they are actually automatically sent. So, it will automatically be updated for each um for each node. So, um, we'll just we'll just have to try this. On the parent node underneath, um, there is a reset button. But, um, I want you to, I want you to press the reset button five times. Do not hold it.
06:00
Speaker 1
Okay.
07:00
Speaker 2
It just press it five times not too fast not too slow just a minimum amount of speed. All right and then the parent node will start blinking. Okay. So let's give it some time. Once um that if that is blinking white that means it's looking for all right and then check the child node that is purple. Is it blinking or remain solid? All right. So that means it's trying to communicate now, ma'am with the parent node. We'll just have to leave it like four to six minutes and then once it's connected it will change with the LED color.
07:00
Speaker 1
Okay. Please stay with me if we're going to have to stay that long.
08:00
Speaker 2
Yeah, no worries, I'll I'll i'll be here. Yeah, my name is elle. so it's two letters, only a for alpha, L for lima. all right, so that means it's communicating. uh, okay, that's fine. We're still within the six minutes time frame. if you need to do something else while we're waiting, you can actually take your time, okay? i'll just be here.
08:00
Speaker 1
If we need, if we find out that we need to get a new note, should we order it from you or should we order it from Amazon? Okay. Mm-hmm. Okay. Okay. It just turned solid blue. Okay. It's solid red right now.
09:00
Speaker 2
Okay. Amazon, ma'am, since we don't do direct sales on our end as of now. So, we are dependent with our third-party resellers. One of them is Amazon. Okay. In a few seconds it will turn to solid red, but that's fine. It will go back to solid blue. That means it's connected once it's on its final LED light.
09:00
Speaker 1
Uh, that's, um, on my computer, should I go to it? I don't think it's on my phone, but let me, okay. It's, it still sounds blue. Let me look on my phone. I don't think I ever loaded it, but let me look. I'm pretty sure it's not on my phone. I could load it very quickly if you want me to. Okay, let me go to the, app store. It's still blue. linksys Let's go to linksys. Okay, we have linksys smart wifi. We have linksys router
10:00
Speaker 2
Okay so let's give it some time. Do you have the Linksys app by any chance? Um what about your phone? Do you have um what phone do you have? Okay Yeah sure of course. Yes and then search for
10:00
Speaker 1
And then we have Linksys Velop or Linksys Extender. Okay. Linksys smart Wi-Fi management. Right. And two L's and a round circle. Okay. It just started, um, flashing red again. No longer blue. Okay. Okay. All right, it's loading right now on my phone. Flashing red. Okay. The Linksys app is opening as we speak. [silence]
11:00
Speaker 2
The link to Linksys Smart Wi-Fi. It's a black icon with a blue letter L in the center with a dot. Yes. Yes. All right, that's fine. Mm-hmm. We still have like three minutes within the six minutes' time frame. So we'll we'll check it on the app. Okay.
11:00
Speaker 1
Okay, it's asking me if I agree to it. It says allow Linksys to find devices ones on local networks. Okay, it's looking for my name. And I'm gonna say, it should go to my name and my password. Right? Oh, it says allow or don't allow to determine your location? Then it asked me to enter my email. I'll do that real quickly. Uh, I can do my my log in with my email and my router password.
12:00
Speaker 2
All right. What are your options in the app? Select allow first. Aside from that one, do you have another option like login using router password? But aside from the email, sorry, do you have another option like login using router password?
12:00
Speaker 1
Okay, don't do the email at all, just the router password. Okay, I'm going to press router password. Okay, I'm going to go to my mother node and I'm going to put in the router password. No, I just use, I actually use the password at the bottom of the mother node, I actually use that one. So, I'll put that there. admin right now.
13:00
Speaker 2
OK, let's do mem router password because um we have already discontinued our cloud server, so um it may not give you an accurate information once you log in using email. So log in using router password instead. Yes. [silence] Um, do you remember, um do you remember any [silence] password that you have created before or no? Aside from [silence] Oh, okay. So the Wi-Fi and the router password are actually two different credentials. Uh, maybe you can try admin all lowercase instead. On the router password.
13:00
Speaker 1
Okay, I'll do that. Okay, I'll do that. A, D, M, I, N. And I'll say log in. Okay. Incorrect password. Try again in two seconds. Ooh. Okay. I do. Press set. Okay, it just has five, number sign.
14:00
Speaker 2
Yes admin all lower case. Yes and then enter. Okay so we'll just change that one ma'am because once we set up this one we it won't allow us to use the um wi-fi password that you have underneath that you've been using so we'll just create um a router password for you but no worries it won't mess up the wi-fi password that you've been using. So um I think you have an option for reset password right? Yes press that one and then it will ask you for a recovery key.
14:00
Speaker 1
Okay, let me see if I can find it. Oh, I do, but I can't read it 'cause my glasses are on. Let me turn on more lights in my office. Let's see here. Let's see what it is. I'll write it down. I have a pen and some pencils all over my desk. It's falling on the floor. It's falling on the floor. Hold on keys. Let's see if I can read it. Recovery key is 678, 989 sorry. Oh my gosh. I wasn't prepared for this. Let's [silence]
15:00
Speaker 2
Yes, you may you you may find the recovery key at the bottom of the mother node. Okay.
15:00
Speaker 1
Oh, hold on now. Um, eight six two, eight eight eight, okay, if I can type it right here, come on, I'll type it up here eight six two. eight eight confirm, confirm now we can reset router password to anything that I want not do what? I won't. It won't
16:00
Speaker 2
Sim. Yes, you can create your own router password. Um, any password you prefer. At least 10 characters, one capital letters, small letters, a number and special character. And uh do not put double letters or double number on the password. Uh, do not put double letters or double numbers.
16:00
Speaker 1
Oh, do not put double letters. Okay. You mean right next to each other, right? Okay. That's not what I usually do, but I'll do it right now. Okay. Let me rewrite it. See if it's okay. Okay. everything has been checked. So that means I did it right. I'm going to enter it again. oh. Password, hi. Let me put the the password in. [silence]
17:00
Speaker 2
Okay. Yes, correct. Okay.
17:00
Speaker 1
Okay, let's see if it, okay. Okay, now it's getting router setting. It approves my password. Okay, it gave me the internet password. It says eleven devices, three nodes. It has an iPhone, a second iPhone, an iPad, a router. No parental controls, because we have no kids here. No guest words yet. Okay, the nest share Wi-Fi internet load no.
18:00
Speaker 2
ok okay
18:00
Speaker 1
Linksys link up. Okay, let's see what color our little node is. The node is blue. Oh, three nodes. I've just clicked that. Okay, the router is good. The child node is good. The link is 46990. Let's look at all the nodes. Okay. Where are you mother node? I've got a child nodes. Let's go back. No, go back.
19:00
Speaker 2
Okay, so that is, yeah, so that is the, right. And then you can check, mom, so let's make sure that the node is up to date. Right. Select three nodes on the on the dashboard on the linked sis app. Yes. I want you to select the main node or the mother node.
19:00
Speaker 1
[silence]
20:00
Speaker 2
for 6 9 0 yes that's correct. okay okay and then what's the firmware version? Is it the one that ends in 2 1? yes yeah that is the one that we have here for DMX 2000 you can check other child node as well. yes check out the child node if it's the same. okay.
20:00
Speaker 1
It's a 2000 series and the firmware is again 210,469 and it's up to date. Now, I need to get. Okay, it's saying that that is the Linksys XXX. It doesn't say it's child node two. Okay, okay. It's sub. Yes, it's up to date. 210 469. And it's blue all the time.
21:00
Speaker 2
Okay. That's good. And then let's go to the last one. [silence] That's fine. that that means um because this one hasn't been renamed for the child node 2 but that's fine. As long as it's showing connected as links is. That's good. [silence] All right. So that okay, that's good. So that means that it's connected and the firmware is up to date. So no need to worry about the firmware, ma'am. In case if there are any feature updates or the
21:00
Speaker 1
Okay. Okay, and the, okay, and because I didn't have the app, excuse me, I wasn't notified. Even though I have the app on my PC, I didn't look at it and that's why I didn't get any notification. Is that correct, Al? I wish I'd gotten an email. that would help. but you've got so many millions of customers, I probably never would have known. [silence]
22:00
Speaker 2
MX 2000 series. You will be notified on the Linksease app and usually our engineering team pushed an automatic firmware around midnight if there is an available one. But as of now, that is the current available firmware for the MX 2000 and since it's solid blue, that means it's properly connected. So you can unplug that node and then move it to your preferred location, okay? That's correct, ma'am. Yes. But usually our
22:00
Speaker 1
Sure. I understand that. Okay. You have been a wonderful help. I thank you so very much. And um, I'm going to take it to where it uh, hits our upstairs bedroom TV and hopefully we will have service there. Of course. You bet. Okay. Thanks again for all your help. I really appreciate it.
23:00
Speaker 2
Yeah. So our engineers are... They actually push an automatic firmware. Usually our customers doesn't notice it because they push it around midnight, so it won't interrupt any connection if there are anyone working with the internet during the day. Yeah. Yup. Just unplug this... You're welcome, ma'am. Just unplug this node and then move it to your preferred location and then no need to do anything. Yeah no need to do anything. Just give it like 30 to 5 minutes. It will turn back to solid blue. Ah, okay. You're welcome. You have a good day today. Okay. You take care.
23:00