V2 Rubric Detail — b741b296-68fd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 21:03
Duration
27m 20s
Contact
Bill Cochran
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133497
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node got disconnected

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall87.5% (+15.5)

V2 Grader Summary

The agent correctly applied the 5-press pairing method for the MX2000, led the customer through a successful node addition, and achieved solid blue on both units. While the issue was fully resolved, a minor technical inaccuracy in LED description ('magenta or solid pink') prevents a perfect T3 rating, though it did not impact outcome.

V1 Case Analysis

Customer unable to add MX2000 child node; performed factory reset of child and 5-press pairing on parent. Both nodes now solid blue and online.

Troubleshooting Steps
  • Factory reset child node (hold reset button ~20 seconds)
  • Performed 5-press pairing on parent node (press reset button five times with 1-second intervals)
  • Verified both nodes show solid blue after waiting period
Key Observations
  • Agent placed customer on hold for ~3 minutes without interim status update
  • Used non-standard LED color descriptions (magenta/pink) not found in MX2000 KB documentation
  • Customer experienced temporary regression (blinking red after solid blue), likely due to premature relocation or sync delay
Positive Highlights
  • Correctly applied the 5-press pairing method for MX2000 devices per KB guidance
  • Successfully guided customer through factory reset and pairing process
  • Confirmed resolution with customer before ending the call
  • Provided accurate follow-up guidance for adding additional nodes
Agent Errors / Gaps
  • Unnecessary long hold without interim status update
  • Inaccurate description of LED colors (magenta/pink) that could confuse the customer; MX2000 LEDs are documented as solid blue, purple, white, or red
  • Misidentified the child node as a 'burnt node,' which is not a standard term and may cause confusion

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'they're both solid blue now' and successfully added the node; agent confirmed resolution before closing.
R2 Met Diagnostic thoroughness conf 90%
Agent guided through factory reset of child node, 5-press on parent, and a 5-minute wait, which resolved the pairing issue.
R3 Met Correct resolution path conf 90%
For MX2000, the 5-press method is correct per KB; agent used appropriate path without misdirecting to unsupported tools or escalation.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent asked about parent node status, internet connectivity, and child node LED behavior before initiating troubleshooting steps.
T2 Met Appropriate tools / resources used conf 90%
No external tools (e.g., remote session, logs) were needed; on-device actions (reset, 5-press) were correctly applied for this pairing issue.
T3 Partially Met No misinformation conf 75%
Agent correctly instructed 20-second reset and 5-press, but incorrectly stated post-reset light would be 'magenta or solid pink'—MX2000 shows solid purple, not magenta/pink.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent used holds and timers effectively but had garbled speech ('horses fate hold roll for the draft') disrupting clarity and flow.
C2 Partially Met Confirmed understanding conf 75%
Instructions were mostly clear, but 'blinking blue to magenta or solid pink' used non-standard terminology that could confuse customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Set a 5-minute timer, invited questions, and confirmed resolution; clear next steps for future node additions.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed appreciation, used polite language, and maintained composure despite technical complexity.
X2 Met Tone & rapport conf 80%
Paced interaction with timer, allowed customer time, and adjusted tone to remain patient and supportive.
X3 Met Overall experience conf 90%
Used serial number provided at start; avoided unnecessary repetition and streamlined troubleshooting steps.
Call Transcript19 turns · 23 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. [silence] For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, Paid support Option may be available, depending on the issue. [silence]
00:00
Speaker 1
[silence] Hello, sir. How are you? My name is Bill Cochran.
12:00
Speaker 2
Thank you for calling LeaseTissue. My name is Gerardo. How can I help? [silence] And how can I help?
12:00
Speaker 1
I yeah uh I'm I'm new and I have a brand new uh internet provider not provider but a new modem from a new uh cable company. And I'm trying to hook my Links's MX uh 2000 uh nodes back up. And it's not going very well. So, I don't know what I'm doing. I'm using the app and it's just not happening. Okay it's it is. Okay. Uh serial number 50 D 10 M 2AD06536. I have two nodes I'm trying to hook up. Kots C.C.O.S. Okay. It's solid blue. Blinking red. Yeah, that's connected into the modem. [silence]
13:00
Speaker 2
who is your internet provider okay I can see your record right here your previous record on me doc so let me use this what is the light of the router right now what about the other one since the main node is solid blue do you have internet connection and
14:00
Speaker 1
Yeah, oh yeah. Yeah. Okay. On the the one blinking red, the child no. Okay. Okay. You know they're they're practically next to each other. So. Okay. I'm resetting. Let go of it now. Okay.
15:00
Speaker 2
do you have internet connection can you access the Wi-Fi up there all right press the reset button of the child now hold it down for 20 seconds this is the child node the extender node yeah the one that's blinking away yeah and it has to be three to five feet when adding then when it's added you can put it back wherever you want it to be all right yeah
15:00
Speaker 1
it went to solid blue when I reset it yeah it's blinking blue now yeah yeah that's right okay thank you
16:00
Speaker 2
it will go to blinking blue to magenta or solid pink. In case I get cut off, I can call back with this number, right? The one ending 2260. Okay? uh... Let me put you on hold. Um, give me three minutes. I'm just gonna reload my tools right here to prepare, okay? for troubleshooting. Thank you so much. And I'll be right back. horses fate hold roll for the draft so the best draft choice forward heir nut came
16:00
Speaker 1
purple solid okay I did it five times it's blinking pink now it's solid blue the uh parent when the extender is still blinking now it's blinking red
20:00
Speaker 2
at the bottom of the main tower, the main parent node. there's a reset button. Press that five times with one second gap between presses, so that's like press, release, press, release. Do it five times. [silence] What turns light now is supposed to blink on the burnt node or the extender? [silence] probably, the burnt one. [silence] The burnt node. [silence] All right, I'm I'm going to set the timer here, five minutes. It's gonna take five minutes. I mean three to five minutes. Well, if it's working then expected light up that all blue, if not working solid blinking red. I'll let you know once the timer is up, you can ask any questions, you can ask me questions if you have any wanna take your time, take your time, grab water, it's at you. I'm right here. Thank you.
20:00
Speaker 1
Hello.
23:00
Speaker 2
yes hello how long was this thing solid blue and still solid blue if that's so then you can move it back to where you want it but over where it was
23:00
Speaker 1
OK. That's pretty. Yeah. They're both solid blue now. All right. Thank you. All right. Oh. Hey, hey, hey. I'm sorry. Yeah. Hang on a minute. Yeah. I'm gonna move. Now. All righty, it's solid blue.
24:00
Speaker 2
Great, there. You can move the child down now. Oh, you don't want me to stay on the line, just making sure. Sorry. Okay. It's going to go blink in blue in a minute now, so you're going to need to attach.
24:00
Speaker 1
yeah it's blinking blue still blinking now it's blinking red Okay. After the. After the. red, okay. Maybe it's been working all along, and I just didn't wait long enough for it to quit blink. Now it's solid blue. Okay. No. If I connect another one, I just need to plug it into the power, right? I don't have to go through the whole set up again, do I? Or have several of them. [silence]
25:00
Speaker 2
All right. Then the next slide should be solid blue. yeah, up the the right. Great, so I guess we're all set. You have questions? Uh, yes, you just need to do what we did today. So,
26:00
Speaker 1
Okay. Okay, I can do all that. Okay. I really appreciate it, sir. Thank you, baby.
27:00
Speaker 2
Wait reset the child node you're going to add and then wait till it's purple. do the pub process on the parent node. that will add it. Appreciate your understanding and patience for this one and I hope you have a good one. you take care.
27:00