V2 Rubric Detail — b7efa876-752b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 09:03
Duration
39m 25s
Contact
Richard Harmer
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135464
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall27.1% (-24.9)

V2 Grader Summary

The agent made technical progress by identifying the MX5600 model and initiating a firmware update but provided materially incorrect guidance (5-press on unsupported model, ISP-only firmware claim) and failed to use available tools like the admin UI. The issue was not resolved, ownership was partially relinquished to the ISP, and no critical compliance failures occurred.

V1 Case Analysis

Customer unable to add MX5600 mesh nodes; solid red lights after reset. Performed node resets, used 5‑press pairing on parent, advised firmware update and to wait for nodes to join. No final resolution; advised to monitor and call back if issue persists.

Troubleshooting Steps
  • Reset child nodes by holding reset until LED off, then waiting for solid blue/purple.
  • Performed 5‑press reset on parent node to trigger pairing.
  • Checked node LED states and guided placement near parent.
  • Advised firmware update via the app.
Key Observations
  • At [10:00], the agent failed to clearly specify that the 5-press sequence must be performed only on the parent node, leading the customer to press it on child nodes instead.
  • At [33:00], the customer explicitly stated they could not remember the admin password, but the agent did not address this critical access blocker.
  • The agent repeated pairing attempts without validating outcomes, creating inefficient loops (e.g., [27:00]–[32:00]).
  • The call ended with only vague instructions to 'wait 20–30 minutes' and 'call back if issues persist' ([38:00]), with no clear closure or scheduled follow-up.
  • The agent incorrectly suggested the ISP should update firmware ([37:00]–[38:00]), when firmware updates are managed via the Linksys app or web UI, not by ISPs for consumer MX5600 units.
Positive Highlights
  • Collected serial number and model information early in the call ([01:00]).
  • Asked for ISP and number of nodes, showing an attempt to understand topology ([01:00]).
  • Guided the customer through proper factory reset and pairing procedures consistent with KB (reset until LED off, wait for solid blue/purple).
Agent Errors / Gaps
  • Failed to verify the correct device (parent node) for the 5‑press pairing step, causing customer confusion and incorrect execution.
  • Did not address the customer's inability to recall the admin password, a critical blocker for accessing the app and completing setup.
  • Provided no clear closure or scheduled callback; left the issue open with vague wait time and no definitive resolution path.
  • Did not summarize troubleshooting steps or confirm final state before ending the call.
  • Incorrectly advised that the ISP should update firmware ([37:00]–[38:00]), which is not applicable for consumer MX5600 units provisioned for general use.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never achieved solid white/online state for nodes; ended call directing customer to ISP for firmware update without confirmation of success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, 5-press attempts, and guided firmware update but skipped WAN check, admin page verification, and systematic pairing sequence.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated only ISP could update firmware and deferred resolution to ISP, despite customer owning hardware and firmware being user-accessible via admin UI.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified model, ISP, node count, and LED states but did not ask about internet connectivity, recent refurbishment wiring, or confirm root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin web UI, remote session, or log collection; relied solely on verbal instructions despite issue requiring UI verification for firmware and node status.
T3 Not Met No misinformation conf 96%
Agent instructed 5-press on MX5600 (unsupported per universal_5press_models.md) and falsely claimed only ISP can update firmware, contradicting KB guidance.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent kept conversation moving but had long silences, repeated clarification requests, and unclear transitions between steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used generic language and did not consistently check understanding; customer sounded confused during app navigation and password reset.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent stayed on call and attempted multiple resets but ultimately handed problem to ISP without fully owning outcome.
O2 Partially Met Proactive follow-through conf 80%
Agent gave vague next steps (update firmware, wait 20-30 min) but no concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent offered no empathy statements; did not acknowledge customer frustration or repeated attempts.
X2 Not Met Tone & rapport conf 88%
Agent maintained monotone script, did not adapt tone or pace to customer's confusion.
X3 Not Met Overall experience conf 90%
Customer repeated serial numbers, model info, and steps multiple times; agent did not streamline process or reduce effort.
Call Transcript44 turns · 59 lines
Speaker 1
Hi, I just wondered if someone could offer some help in adding some nodes to my system. I seem to keep going through the instructions, but it ends up ending in a solid red light and won't do anything from there. The number of it, um, is it, do you need the model number? Hello? Yeah. Uh, model number is, S, sorry, SPNX56. and the serial,
00:00
Speaker 2
welcome to the link's support to assure quality service your call may be monitored please remain on the line for [silence] Thank you so much for calling the link's support this is this is can I help you? Okay, what's the model number of the node you're going to connect? Yes, model number and serial number. Okay, how about this?
00:00
Speaker 1
Yeah, serial number is five 9M 2B N 100 041 96. It is communicated. Yeah. Communi fibered. All right. So, I only got another one. It's plugged in elsewhere. It's another... basically none of... they've all been unplugged and moved a little while ago. So, I'm just... I'm going through the reset for it. Now...
01:00
Speaker 2
OK and what's your Internet service provider? OK and how many link just nodes you have in total including this one? Four. OK and what's the light what's the model number of the other nodes that you have? How about the parent node? Is it already connected? Is it working? What's the light indicator of the parent? [silence]
01:00
Speaker 1
it's flashing purple at the minute. Yeah, I've just, just redone it again, but I've done this a couple of times, but - and when it finishes setting up, it says it's done, but it turns up as red solid light, and then doesn't do anything from that, and at that, where I place it. It was working before, yeah, so we had someone come in and set them all up originally, and then we've had some refurbishment work done. We disconnected them because we had some refurbishment work. So then when we've plugged them back in, they're not now connecting again. They keep coming up as red. Yes. Yes. It's Richard Harmer.
02:00
Speaker 2
okay. So technically, you're just setting up your system, correct? Okay, is this working before or a new device? Is this a new device? Okay. So what happened? Okay. So technically, you're reconfiguring your system. Okay. Can you please provide me your full name and [silence].
02:00
Speaker 1
Yep, and last name is Harmer is HARMER? that's right is richardaharmar@outlook.com at Outlook.com yeah ooh yes that's right apart from that I will um right thanks I did
03:00
Speaker 2
okay your first name is Richard last name is H-A-R-M-O-R, M-E-R. How about your email? Richard armor and outlook.com and you're calling from UK, right? Okay. sir, since you have four nodes in total, please power them on in the same location near the modem. make sure that they are within five fee from each other. okay. well, anyway sir, just power them on right next to each other because we're going to reset all of them and then we'll start the configuration process again.
03:00
Speaker 1
Great. What the ID for the main one. Yeah. That is serial number is 5 9. Oh, that's blue. Yeah. That's Yes. Wi-Fi is working but I can't add on any additional nodes that that were on there before. So the main the main router is working solid blue. Um and the other routers keep going through reset and going into solid red. About a meter. Oh, my God.
05:00
Speaker 2
Okay, so what's the light indicator of the main router?
05:00
Speaker 1
We've got the main router and then there's two additional nodes. So one's flashing purple. That's the one I just gave you serial number four. And the other one I've just moved and plugged in next to it is currently flashing red. Okay, I'll do both of them now. About 30 seconds, is it, anything? Yeah. [silence]
06:00
Speaker 2
Okay, um how many nodes did you plug in, sir? Okay. So the two child nodes here. What's the light indicator? Okay. Now, let us reset the two child nodes here. Press and hold the reset button until the light on the top goes off totally turn off and then wait for the blue light to come back on. I just observed the light indicator on the top.
06:00
Speaker 1
Until it goes blue. Did you say? [silence] I see the book, too.
07:00
Speaker 2
Yeah. Okay, let's wait for them to turn solid purple, which means they're ready for setup. [silence] Yeah. OK. [silence]
07:00
Speaker 1
she'll be ready in a minute they're both flashing blue are they? yes one one so there one should okay both solid blue
08:00
Speaker 2
Okay, what's your light indicator now? Okay, solid purple. Now on the parent node, you press its reset button five times within five seconds. It's gonna be like this. Press Release 1. Press Release 2. Press Release 3. Press Release 4. And press Release 5.
09:00
Speaker 1
Okay, it's both of them pressed. they are flashing white, purplely color. now one of them's just spun off. one's gone solid blue. flashing, no, it's gone blue, now it's gone off. things gone. i've done both of them. but they're just different. i've done both of them. yeah so
10:00
Speaker 2
okay,what's the light indicator now of the main node? which one did you press five times? I'm so sorry. Hello? What do you mean, both of them? I I said you pressed the reset button of the parent node.
10:00
Speaker 1
Oh, sorry. No, I didn't press the, apparently. I've done the other two. Okay. Okay, so hold them down until the lights go again. Sorry, I didn't hear that. [silence]
11:00
Speaker 2
Okay, the shutdown of Windows, do not do anything for now. Let us reset the child nodes again. So,
11:00
Speaker 1
They're just resetting now, so it's just flashing blue. [silence] So once they both go to purple, then it's... Press and release five times on the main load. Yeah, cool. Okay, one is purple. Just waiting for the other one to turn. OK, so I've just done it to the main one. It's gone straight back to solid blue. So the main one now I've done that is solid boom, but it keeps, it flashes every so often. child knows is still a solid purple. Yep, done that five times, but it's solid blue again. So you want me to do it again five times? Yeah, the light indicator's blue, so the child notes are purple. Yeah, main indicator, main one's blue, child notes are solid purple.
12:00
Speaker 2
about the cell nodes? What's the light indicator? How do you press the reset button of the parent note? [silence] I'm at the cell notes. What's the light indicator? What's the light indicator of the cell nodes?
15:00
Speaker 1
I do. yeah. Yep. Yep. So, uh, these devices, three nodes and then menu button, yep. Yeah. and then add a node.
16:00
Speaker 2
Can you have a Linksys app? Please open the LinkSys app. Okay, on the uh what do you see on the app? Okay, click on the menu button. And then click on set up a new product. [silence]
16:00
Speaker 1
Okay, it says plug in additional nodes, power, et cetera, et cetera. So I click next. There's no light, solid, yep. Okay, it's looking for the nodes. [silence] [silence] They're both solid purple. Um, it says , could take a couple of minutes, but the blue line is pretty much across the bottom. So they're still looking for the child, no? [silence] They're looking.
17:00
Speaker 2
Okay. Yeah. How is it? Any progress? And the progress bar is still moving. Okay.
19:00
Speaker 1
Yeah. yeah solid purple and still got the same screen on. with the blue not. What meter? Yeah. The bars, it's like blue hash line that's gone all the way across. still So. Your child goes, keep your phone in the area.
21:00
Speaker 2
Okay, is it still the same? The child nodes are still solid purple. Okay, I'll fire the child notes again from the parent node. Let's just give it two minutes to see if it's going to change. Is there any progress on the links? This app [silence]
21:00
Speaker 1
[silence] So just turn the power off and back on again there.
22:00
Speaker 2
Okay, how was it? Okay, how about this one? Let us try to reboot the parent node. Unplug the parent node and power it back on. Yes. [silence] Let's select indicate of the parent node now. Is it flashing blue? Let's wait for the child node to connect. I'm the for the parent node to fully boot up. Let me know once it's turned solid blue again.
22:00
Speaker 1
[silence] Okay. Just done that. Just done red. flashing red. [silence] okay. light just switched off and then it's turned back to a solid blue It's holding back on solid blue now then child nodes are still um solid purple. Yeah. Okay. Both on the shelf next to it then. So the app the app's still doing the same thing in the background.
24:00
Speaker 2
How about the child nodes? Okay. Can you try to move the nodes there very closed to each other? Very close to the parent node.
26:00
Speaker 1
Do you want to restart the app setup or just leave it? Okay. Okay. Yep. All on the same shelf now. Okay. Thank you.
27:00
Speaker 2
it's okay, sir. The nodes are closed now. Okay, now can you try, sorry. Okay, can you try to do the five press again, sir, on the parent node. One more time, do it like this, sir. Press, release one, press, release, two, press, release, three, press, release, four, press, release, five.
27:00
Speaker 1
So one of the child nodes is now flashing purple one of them stayed solid. Yeah. So main unit's back solid blue. One of the, I know the other one's doing it now as well. Okay, so both child nodes are now flashing purple. [silence] One of the loads have turned to flashing red. The other one has followed. So the main ones solid blue, and the two child ones are both flashing red now. One of them has turned to blue. So, both child nodes are now gone to solid blue. The app still doing the same thing in the backyard. [silence] Okay. Uh, both of them are solid, they're all solid blue now. The main one and the two. Okay, figure, a half now. Um, one of them's just actually turned to yellow. Don't know what that means. Yeah, I know, it's just come back to solid blue now. Uh, okay, so if I open the app, it says ready to complete setup. Uh, I said, I don't want to complete setup. [silence]
28:00
Speaker 2
less close the up for now, sir. So one of the failed nodes is now solid blue. Okay. So just give it um, 20 to 30 minutes, sir or an hour observation. Sir, just leave it uh close the parent node. If it stays solid blue, sir, you can you ahead and relocate it. Can you try to refresh the nodes app, sir? Okay. Quit up, sir. I don't want a complete setup. [silence]
32:00
Speaker 1
quick setup okay [silence] that's weird it's just locked me out of the app [silence] oh I can't remember the password [silence] all right can't remember the password [silence] Just want to reset it quick. *** So just fill that in. Just fill out our new password, really. *** So, it was the right one. They say they're a different one, so. Okay, let's change just get rid of sense okay password change so let's just get rid of sense yep just come up now main page main page so the main one the firmware version is 1.0.2.16802. One zero two two one six eight zero two. One zero two two one six eight zero two. Two two child child two child two yeah child child one is one one Transcribe. calibrated two two calibrated to calibrated one calibrated one one yeah child child node one is one calibrated to yeah calibrated two calibrated.
33:00
Speaker 2
okay, now okay, click on the menu there and then click network administration. Okay, and then under network administration, click on nodes and check for the firmware version, Sir, of each node. Tell me what's the figure? Okay, so it's one. That's zero dot two, two one six eight oh two.
36:00
Speaker 1
0.0.1.216.188. and number, number three is 1.0.1.216.188. No, different firmware. No, so the, uh, model number is MX5600. MX5600. Yeah, MX5600. Yeah, they're all the same. There, there, is. [trunde tone] So there is. [trunde tone] [trunde tone] Yes, so all these are the main model details. So similar.
37:00
Speaker 2
Okay. Okay. Hold on. Okay. Sir, can you verify? Sir is the parent node and the Child Node. Do they, I mean, do they have the same Wifi, I mean, model, sir? They are all the same. Okay. All right. So, um, sir, I I wanted this just a that you call okay I wanted to uh suggest that you call your internet service provider, sir, and allow them to check the firmware of the child nodes because um if that is parent node
37:00
Speaker 1
There is a button there is a button that's just come up saying firmware update available update so if I click, let me click that. Yes it just did that now. Yeah, yeah take about 15 minutes and then your Wi-Fi will restart. So downloading the firmware now then. Yeah. Okay, so give it. No, that's fine because it says about 15 minutes. So if I leave that to download, make sure it does it and then leave the nodes for half an hour. [silence]
38:00
Speaker 2
[silence] [silence] oh [silence] no sir. [silence] sir. [silence] Are, uh, has the same modem sir. Uh, then I believe that the child nodes are, uh, the child nodes firmware is outdated. [silence] So, they are not the, I mean, they are the only one who can update the firmware sir, so allow them to check on the firmware. [silence] Okay, you can click update sir, to update the firmware of the child nodes as well. [silence] Okay. All right. [silence] Okay. And for now sir, just leave the child nodes near the parent node for them to establish this um, connection. [silence] Okay? [silence] All right, would you like me to stay on the line sir, while you're updating the firmware or um, [silence] you jer [silence]
38:00
Speaker 1
Ok. No problem at all.
39:00
Speaker 2
yes all right yes so if you have any concerns or about the update just um call your internet server provider okay or you can also call us back okay all right you're welcome sir and thank you for your time you as well take care always all right
39:00