V2 Rubric Detail — b5a19f80-7ec1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 13:49
Duration
13m 29s
Contact
+447707147125
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136847
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Node Stopped Working_SPNMX56CF

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol5.00/5
Efficiency4.00/5
Overall4.7/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall76.9% (-17.1)

V2 Grader Summary

The issue was resolved with the child node reconnecting and appearing in the app, but the agent provided materially incorrect technical guidance by instructing the customer to reset the MX4200 child node until it showed solid blue, whereas the KB specifies solid purple as the 'Ready for setup' state. Additionally, the agent failed to verify the parent node's health before troubleshooting the child node, reducing the robustness of the troubleshooting process.

V1 Case Analysis

MX4200 child node stuck solid purple; rebooted parent, factory reset child, performed 5‑press pairing; node now solid blue and visible in app – can be moved.

Troubleshooting Steps
  • Rebooted parent node (power-cycle).
  • Factory reset child node (reset button until LED off, then wait for solid blue).
  • Performed 5‑press pairing method on parent reset button.
  • Verified node status in the Linksys app (solid blue, two nodes shown).
Key Observations
  • Agent collected full contact information, serial number, and provided a ticket number.
  • Correct use of the 5‑press pairing method for MX series devices.
  • Long silences were present but did not impede the troubleshooting flow.
  • Customer confirmed resolution in app before call ended.
Positive Highlights
  • Accurate technical guidance matching KB (reset, 5‑press, LED meanings).
  • Clear step‑by‑step troubleshooting leading to a confirmed fix.
  • Professional closing with confirmation and next‑step instructions.
  • Collected serial number, which supports future case lookup and warranty verification.
  • Correctly identified and resolved a common mesh node pairing issue using documented procedures.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirmed the child node turned solid blue and the app shows two nodes connected; agent confirmed resolution and allowed relocation.
R2 Partially Met Diagnostic thoroughness conf 96%
Agent skipped verifying the parent node’s internet connection and LED state before troubleshooting; began with child node reset despite parent not confirmed online (solid blue only appeared after agent instructed reboot).
R3 Met Correct resolution path conf 95%
Agent correctly applied 5-press method for MX4200 (Intelligent Mesh), did not dismiss issue, and followed appropriate path for in-warranty consumer mesh node.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (child node not connecting) but did not confirm root cause; failed to verify parent node status (was it online?) before initiating child-side actions.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used physical tools (reset, power cycle) but did not leverage available diagnostic tools: did not ask customer to check parent node LED before reboot, did not verify internet status via admin page, and relied solely on visual LED cues without confirming network integration beyond app display.
T3 Not Met No misinformation conf 98%
Agent instructed the customer to 'keep on holding it until you see a solid blue light' during the factory reset of the child node. Per led_intelligent_mesh_consumer.md, the MX4200 (Intelligent Mesh) 'Ready for setup' state is solid purple. Solid blue indicates the node is already 'Online and healthy'. Instructing a user to reset until they see the 'Online' color instead of the 'Ready' color is a material technical inaccuracy.
Communication
C1 Met Clear & professional language conf 93%
Agent set expectations, provided ticket number, maintained control, guided step-by-step, and managed transitions smoothly despite customer silence.
C2 Met Confirmed understanding conf 91%
Used clear, simple language; avoided jargon; confirmed understanding after key steps; adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed all steps without transfer, and followed through on resolution.
O2 Met Proactive follow-through conf 94%
Provided clear next steps (wait 4–5 minutes, then move node), gave ticket number, and confirmed final status.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Polite, patient, used affirmations ('thank you so much'), acknowledged effort, remained solution-focused.
X2 Met Tone & rapport conf 90%
Matched customer’s calm tone, checked in after each step, maintained engagement through confirmation prompts.
X3 Partially Met Overall experience conf 91%
Agent had customer repeat factory reset despite prior attempts; did not leverage app diagnostics or admin UI to reduce effort. Customer had to perform multiple physical resets unnecessarily.
Call Transcript24 turns · 25 lines
Speaker 1
Hi there. I have a link sys router and a separate link sys child node and everything was working correctly until last night when the child node stopped working and I'm having trouble trying to reconnect it. At the moment, it is solid purple. Oh, the parent node is, is, let me find out.
00:00
Speaker 2
Welcome. To ensure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling. Linksys, my name is Ben and I will help you today. What's the light on the child mode? Yeah, it's solid purple. What's the model of your parent mode?
00:00
Speaker 1
They have different models. I think it might be. Yes, Thomas. And so first, last name is Finch. F I N C H. Uh, yes. Uh, so that's Tom. S. Dot Finch. So that's S for Sierra. Um, Tom. S. Finch at gmail.com. That's correct.
01:00
Speaker 2
your child know the same model as well? Or do they have different models? All right. Before anything else, can I also ask is this your first time calling Linksys? Since this is your first time calling, I'll just have to gather some quick information, so I can create a case here in our end. Can I have your first and last name? Mhm. Thank you so much. S Sam is spelled with an H. What about the email address? Mhm. Thank you so much. The phone number you're currently calling, is it 07707 147 125? Thank you. Can you provide me the serial number of the Linksys device, specifically your XP MX 56?
01:00
Speaker 1
her. Yeah. Uh, uh, it is, uh, 5 9 N 1 0 M for Montreal, 2 1 E echo 1 1 6 8 4. [silence] Correct. Uh, community fiber. [silence] No, just the parent node. Uh, that is, uh, MX4200. [silence]
02:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Thank you so much. 59110 November 21 Echo November 684 and which one is your internet provider also? community fiber are both models provided by community fiber? all right. What's the model, both the child node? MX 420. Thank you so much. All right, what
02:00
Speaker 1
I have reset the child node several times. I've tried using the app to connect it. I've also tried pressing the reset button on the parent node five times. I've also tried a wired Ethernet connection. Nothing seems to have worked. [silence]
03:00
Speaker 2
shooting steps have you done so far? Uh-huh. All right, thank you so much. Can you try rebooting your parent node? Unplug it from the power for 15 seconds and plug it back in afterwards.
03:00
Speaker 1
Okay. waiting on that reboot now. Mm-hmm. It is, yes. Mm-hmm. Okay. Okay. <start_of_audio> Okay. Okay. Okay. [silence]
04:00
Speaker 2
Once your mutex is currently rebooting, where's your child node right now? Is it near the parent? alright, let's factory reset it one more time. Hold the reset button until the light completely goes out, and keep on holding it until you see a solid blue light. Once a solid blue light appears, you then let go.
04:00
Speaker 1
Yep, I've done that now. Yep, they both seem to have rebooted. I have a solid blue light on my parent node and a solid uh, purple
05:00
Speaker 2
Now, let's just wait for both the parent node and child node to finish rebooting. [silence]
05:00
Speaker 1
Light on my child mode, okay.
06:00
Speaker 2
All right. On the parent node, you're going to perform the five press method one more time. You're going to press, release, wait a second, press release, wait a second, five times on the reset button.
06:00
Speaker 1
Oh no, wait, the child node is pulsing again by blinking. Okay. Mm-hmm. Okay, fantastic. Yeah. 3013. Okay, brilliant, thank you. I see. Okay, that's good to know.
07:00
Speaker 2
All right, wait for four to five minutes until it's done flashing. While waiting, here's your reference or your ticket number. So that just in case you need to call us back in the near future, you can just provide this one. Your ticket number is LT00136847. Alright. Usually what causes your child node to not reconnect after a factory reset on the child node itself is the parent node. So if you start wondering that after doing all the basic troubleshooting steps, but it still would not connect, try rebooting the parent node instead. Just to confirm, you only have one child, right?
07:00
Speaker 1
[silence] [silence] [silence] [silence] Uh, it is blinking red at the moment. Okay, thank you.
09:00
Speaker 2
What's the light in the childhood? All right, let's just wait for two more minutes. Tell me if there's any changes. [silence]
09:00
Speaker 1
Okay, it's just turned a solid blue now.
10:00
Speaker 2
All right. Wait for two more minutes just to confirm it stays that same color. The reason as to why it takes a little bit longer compared to the same models, your parent node is a specific firmware embedded from your internet provider. So, that's usually what causes the duration to how long it reconfigured. So, we just need to wait for one minute more to confirm it's stable and working. [silence]
11:00
Speaker 1
nope, still but blacky, nope. okay yeah. silence It looks like the app only has 1 node.
12:00
Speaker 2
all right no changes perfect now as a last step you can double check your app to see if it's showing there as a connected file node
12:00
Speaker 1
Yeah, I can show you one of those. Oh, yeah, no, it's just updated. Yeah, it has two no는. So that, yeah, yeah, it looks like it's connected. Okay, great. So does that mean I can unplug it and then move it to another location? Yes. Fantastic. Thank you so much, sirs. It's been a big help. Thank you. Yeah, I appreciate it. You too. Bye-bye now.
13:00
Speaker 2
[silence] Have you tried closing and opening the app? Perfect. All right. Is there anything else? Yes, you can safely unplug it and move it back to its original spot. All right. Thank you so much for calling Linksys. Take care and have a great day.
13:00