V2 Rubric Detail — bccb831e-6433-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:47
Duration
51m 39s
Contact
Karen Butcher
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132815
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.0% (+25.1)

V2 Grader Summary

The agent resolved the issue by correctly diagnosing the magenta LED as setup mode, performing a 5-press re-pair, and confirming all nodes online in the app. Despite an incorrect default password mention and missed WAN checks, the logical troubleshooting sequence led to full resolution. Customer confirmed success before call end.

V1 Case Analysis

MX2000 child node stuck on magenta; agent instructed unsupported 5-press reset on parent. Node eventually reconnected after multiple resets. Warranty validation requested but not confirmed.

Troubleshooting Steps
  • Confirmed model (MX2000) and serial number.
  • Asked about node placement and distance from parent.
  • Instructed customer to move child node closer to parent.
  • Guided customer through hard reset of child node (10-15 seconds).
  • Incorrectly instructed 5-press reset on parent node (unsupported for MX2000).
  • Waited for node to reconnect and verified status in app.
Key Observations
  • Agent incorrectly stated default admin password as 'admin' for MX2000, which does not use a universal default password ([12:00]).
  • Agent instructed a 5-press reset on the parent node, which is not supported for MX2000 (only for MX6200/MBE7000) ([46:00]). This is a material accuracy failure.
  • Agent did not confirm whether the node's reconnection was intentional or accidental, leaving resolution confidence low.
  • Agent failed to collect or confirm customer email/phone for follow-up despite promising to send an email ([50:00]).
  • Call contained long silences, repeated instructions, and lack of step-by-step validation, impacting efficiency and communication.
Positive Highlights
  • Correctly identified magenta LED as 'ready for setup' state ([04:00]).
  • Collected device serial number from customer ([33:00]).
  • Guided customer to move node closer to parent, a valid initial troubleshooting step ([05:00]).
Agent Errors / Gaps
  • Provided incorrect default admin password ('admin') for MX2000, which does not use a universal default password ([12:00]).
  • Instructed a 5-press reset on an MX2000 parent node, which is not a supported method for this model ([46:00]). This contradicts the KB and applies only to MX6200/MBE7000.
  • Failed to verify warranty status despite customer lacking a receipt and only referencing box writing ([34:00]).
  • Did not confirm customer email or phone number before promising to send an email ([50:00]).
  • Repeatedly asked customer to perform actions without confirming outcomes after each step, leading to confusion and inefficiency ([26:00]–[28:00]).
  • Left call without confirming whether the issue was resolved or if the customer needed further assistance ([51:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 50:00: 'on both. Okay. They are all online now.' Issue resolved with node reconnected and app showing all nodes online.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped WAN verification and speed test but performed relevant steps: LED diagnosis, reset, 5-press pairing, and app verification. Troubleshooting was partially effective but missed key isolation steps.
R3 Met Correct resolution path conf 90%
Agent correctly assessed possible hardware fault, confirmed in-warranty status, and offered replacement path with receipt validation — appropriate for suspected defective unit.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified magenta LED as setup mode, ruled out distance (other node works far away), tested reset response, used 5-press to re-pair — logical sequence leading to resolution.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used the Linksys app (a valid tool) to verify node status and guide re-pairing, but did not use web UI or speed test. Tool use was partially appropriate and effective.
T3 Partially Met No misinformation conf 85%
Correctly interpreted magenta LED and 5-press procedure, but incorrectly stated default admin password as 'admin' — MX2000 uses WiFi password as default after setup.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control but had disjointed flow, unclear transitions, and long silences. Call was managed but not efficiently structured.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions, checked understanding (e.g., 'did it turn off?'), and adapted to customer’s pace — effective communication.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer — stayed on call for 50+ minutes to resolve.
O2 Met Proactive follow-through conf 85%
Set clear next steps: wait 3–5 minutes for reconnection, move node back, and email receipt. Customer acknowledged and accepted.
O3 Met Closure confirmation conf 90%
Referenced prior technician and previous in-warranty support, showing awareness of case history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — agent resolved the issue within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Expressed gratitude, apologized for hold, used polite closing — demonstrated empathy and professionalism throughout.
X2 Met Tone & rapport conf 85%
Matched customer’s tone, allowed time for movement, repeated steps when needed — maintained engagement despite technical hurdles.
X3 Partially Met Overall experience conf 80%
Customer had to repeat resets and locate receipt, but agent avoided re-asking known info and guided efficiently once reset was done.
Call Transcript68 turns · 76 lines
Speaker 1
your shot Berlin kind with links Hi. Hi I'm calling about my links, my Linksys, I have a a baby mode that doesn't seem to want to stay lit correctly. I have the main node and then two Child spectrum right. And I've on I've on I've unplugged everything, including the main node and waited about two minutes and plugged everything back in again. And now the main main one seems to be working fine, but this baby node is staying a magenta color. It's not staying blue. I have not done that. I wasn't sure what to do.
00:00
Speaker 2
So you're calling for a child, now, how many nodes do you have in total ma'am? two. Um, okay, mini ones my now, who is your internet provider? uh, okay, so you have your internet working, right? some, some the may not and okay, Okay. Did you try pressing the reset button of this child note? uh, okay. Okay.
01:00
Speaker 1
Just unplug it for about two minutes. Yes, you are. Yes, MX 2000. Correct. The two baby, two baby.
02:00
Speaker 2
So, let me just. Okay, let me just pull up your record, ma'am. I'm actually speaking to Ms. Karen Butcher. Thank you. And you have a. Okay, so you have an MX2000, right? Yes, may I just confirm, ma'am, you have three nodes and your internet provider is spectrum, right? Okay. So, yeah, it seems that this unit, yes, ma'am, it seems that these units are still in warranty.
02:00
Speaker 1
Okay. Well, there's a a bedroom and a living room. It has a doorway into that same bedroom, which is open and we're in the living room. So, you know, too far? It's been, it's, it's. Well, this has been working fine. [silence]
03:00
Speaker 2
So, yeah, we can still go ahead and do the troubleshooting. Anyways, ma'am, I just need to check on the cases. Okay, just a few seconds. Okay. How far are these nodes from the main device? Ma'am, A bit too far for sure. Okay. Ma'am. Yes, that's too far. Anyways, that's the same location that is supposed to be the location if it's already added, right?
03:00
Speaker 1
And then all of a sudden it went to magenta and I unplugged everything, plugged everything back in and it went blue for a little while and then it turned back to magenta again. they are No, I'm I'm the only, I'm the only one that does, works with these and all I did was unplug it. I did not push any reset button. The settings of my phone? Did you say? Okay, hold on for a second. I'll put you on speaker. Okay, you're on speaker. Let me get into my phone settings now. Okay.
04:00
Speaker 2
Mm-hmm. Yes, this magenta color, ma'am, means it's ready for setup. That means that someone might have possibly pressed the reset button of the node, because it's back to default. Yes, I'm not so sure what happened, but that magenta color, ma'am, that indicates that this node is back to default. For us to confirm, ma'am, can you go to the settings of your phone, please? Yeah, settings of your phone. Okay. Okay.
04:00
Speaker 1
I do I do see it. Okay. So I should unplug it or can I just can I just unplug it and take the node or do I have to take it plug it into a uh, uh, uh wall outlet? [silence]
05:00
Speaker 2
Can you check on the list of available Wi-Fi network ma'am, if you can see a Velop setup name to Velop setup network network. You did. Okay, those, those Wi-Fi names ma'am, those are the Wi-Fi names of your Leaesus nodes. So that 's the reason why your nodes are not working because they're not connected to your parent node. Anyways, since this node shows that it's already that it is still in Ranty, I can still provide you assistance for this for free. So first thing that you need to do, ma'am, get this node, put it right next two feet away from the parent node. If you can bring two nodes at the same time, that will be good. We can add it back to your network at the same time. No need them. Just bring the adapter and the node itself, plug it.
05:00
Speaker 1
Okay, hold on for a second. I'm going to go upstairs and get my one upstairs and make sure it's okay, too. gonna do this, you might as well do them all. Hold on. I didn't even think to check my one upstairs. And it's fine. My one upstairs, which is pretty far away from the main mode is fine. So, it's nice and blue. It looks good. I'm going to bring the one that's not working. okay, I can't get it. I can get it about six feet, four feet away, maybe not two feet. Well, no, I can move to a different. Let me get it closer. Hold on.
06:00
Speaker 2
too feet away from the parents now. okay. Yes.
06:00
Speaker 1
Hold up. Okay, and it turned blue. Okay. Okay. Okay. Okay.
07:00
Speaker 2
And yeah, just make sure that it's not more than one meter, ma'am. Not more than one meter. Yes, give it more time. Let me know if it's back to Magenta.
07:00
Speaker 1
[silence] Okay, so it's still blue. Uh-huh. I think I do um, let me check. I have not used it in so long but If they ask me to log in um, I can do the email address. I don't remember what my password is. Um The word works. The 5G network on my phone is off.
08:00
Speaker 2
Allow me to know if it starts flashing. Do you have the app on your phone? Mm-hmm. Mm-hmm. There's another option, ma'am. You can log in using your router password. That will be easier. Just make sure that your phone, uh, the, um, 5G network on your phone is off.
09:00
Speaker 1
Okay, let me get back into my system. I am not connected to my Wi-Fi. Well, I just connected to it. You want me to take the Wi-Fi off? Is that what you want me to do? [silence] I am connected to Wi-Fi on my phone. [silence] And what did you want me to do? [silence] It's it's actually just steady blue right now. [silence] I can go to router password. Do you want me to do that?
10:00
Speaker 2
Yeah. Uh-huh.
10:00
Speaker 1
Okay. To log in, we're going to have to first connect to your Wi-Fi and go to a place to do a campaign. Wi-Fi, select your Wi-Fi. Once connected, I will return here. Okay. Okay. Hit the button below to go to settings. I'm on the portal for just local network. Now it wants me to hit my, enter my router password. I don't know my router password. Is it on the bottom of this thing? I'm sorry, what? It's still solid blue. I'd have to go upstairs. You want me to check it? The other, the, the main, the main one is solid blue. I will go back upstairs and check the other one if you want me to.
11:00
Speaker 2
No, ma'am. By default, that's admin all lowercase. What is the left and the child node right now? [silence] How about the other node ma'am? [silence]
12:00
Speaker 1
So I looked at my hint for my password and it said it was my email address, but when I put my email address in, it's not right. I'm not sure what I'm supposed to be doing. I'm trying to get into the Link app and I don't know my router password. It tells me I have an incorrect password and I have four attempts remaining. My hints was my email address, but I put my email in and it does not work. [silence] Solid blue. Mhm.
13:00
Speaker 2
Yes.
15:00
Speaker 1
corporate security. Which one is it? [silence] [silence] Do you want me to reset my password for this? App. I'm going to try to reset the password because it's not letting me do anything. Now it wants a recovery key. Look under one of your nodes for the recovery key. Okay. That key didn't work. Not the [silence]. promise [silence]. It said look under one of my [silence].
17:00
Speaker 2
Yeah, let's try let's do it ma'am for Estivaleon to check if this notes are working. Yes, go ahead. [silence] Did you checked the five digits underneath your license parent code ma'am?
17:00
Speaker 1
Okay. Does the account holder will be notified if this router password is changed? I'll continue.
18:00
Speaker 2
Okay. So, let's just give it the time until the app shows that it needs to be a child condition.
18:00
Speaker 1
Alright, I got into the App and it has [silence] three nodes with the blue check mark.
19:00
Speaker 2
Okay. So you still have a blue light on the top of the nose. Okay. Can you check your Lays' app, ma'am? Lays is app. [silence] Yeah. Can you check, ma'am, on the nose? [silence] If you can see [silence]
20:00
Speaker 1
It says three nodes, but it has a red exclamation point. So then it says one of them is offline. As nods one is good, the internet is good, but one of them is offline. 14486 is offline. And that's the one that is giving me trouble. It says here. If the nodes are within range, which we are, They're all plugged in. I'm moving them back to a better location. Well, it's always been in my living room, which is very close to my bedroom. It says that they're still offline, your nodes may need a refresh. Unplug them and plug them back in. Should I do that? I have a blue light. Yeah. Blue. It's solid blue. I have three nodes. They all have blue lights on them right now, but the app tells me that this one I was having trouble with is offline. In the app, it tells me it's offline.
21:00
Speaker 2
How about we try that one later on then? Can you do this instead? You still have a purple light on the top of your child nodes, right? Blue, OK. And your app says, and your app says three nodes or just one node? [silence]
22:00
Speaker 1
[silence] So, on the app it says if they are still offline, which the app says it is, your nodes may need a refresh. [silence] And it's still showing me that this particular node is offline. Yes? Can I do what? Yes? Go to the, well, I have, I hit the nodes. It says internet node 1 is fine. The links main system is fine. And then this particular one that you had me unplug and plug in close to the main node is offline.
23:00
Speaker 2
Okay, so can you do this one ma'am? Hello? Oh, sorry. Yes. Can you do this ma'm? Um, on your LinxSite app, tap on nodes. Okay. And uh, go to the uh, child notes ma'am. Uh-huh. Uh-huh. Uh-huh. Uh-huh. I see. Okay. And you
24:00
Speaker 1
many different colors there's all blonde you can see them in the phone it will on on myself okay i'm a go back to my phone settings cuz i'll in the app i do not see it [silence]
25:00
Speaker 2
still have. Oh, that's actually kind of weird then, because it shows blue light. Though it's. I don't know. Okay. Okay. But then, ma'am, when it is on the other place, it is showing a uh solid magenta light, right? I mean. Yes, I mean earlier, ma'am, when it was on the other room. Yes, yes, it's actually weird, ma'am. Okay, can you confirm, can you still see that uh two velope set up network name. On the available. Yes, on the available network.
25:00
Speaker 1
No. Do I like, should I go upstairs and bring that one down here as well? It's, it's in a, it's a whole different area of my house. I have to go get it. Do I need to bring it down here where I am right now? Because that one seems to be working fine. Okay. Do you wanna fix things to be working fine? Okay. It, it's working right this minute, but it, but the app tells me it's offline. uh, get rid of it and get it. In other words, get rid of it first, right? Or just turn it off. Let me, okay.
26:00
Speaker 2
You can't see it anymore. Okay. Ma'am, can you do a reset on the two child nodes, please? Let's start with the one that is... Yes, ma'am. Let's start with the one that is currently not working. Can you reload the app, please? Yes. Mm-hmm. And then open it again.
26:00
Speaker 1
My phone is giving me trouble. It's not wanting to close it down. Oh, there we go. Okay. Shut it down. Okay. And I'm going to go back and try to open it up. Okay. I'm back in. Three nodes are here. When I hit the nodes, it tells me that this one that I moved is still offline. Okay, and you want me to push the reset button. Okay.
27:00
Speaker 2
okay okay yes ma'am so can you please do a reset on the two nodes ma'am no need ma'am just the one that is currently not working yes press and hold the reset button for 15 seconds
28:00
Speaker 1
Okay. It's still a solid blue. Did the light turn off? You want me to try again? Let me try it again.
29:00
Speaker 2
It did. Sorry, when you pressed the reset button, ma'am, did it turn off? Yes,while you did press the reset button?
29:00
Speaker 1
Now hold on. I wasn't looking at the top of it. It's holding the bottom. No, it's not. It's not.
30:00
Speaker 2
Yeah, okay. Press and hold until it's turned off, thanks.
30:00
Speaker 1
I wasn't prepared for this.
31:00
Speaker 2
I see. So it stays all it blue, even if it's um, even after the reset. Yes. Okay, you can let go now, Madam. So no changes right? It stayed solid blue. Okay, Madam, I just set your expectation that this unit might be already a defective one. Because when you did the reset, normal light indicator for [silence]
31:00
Speaker 1
Yeah, it never turned off.
32:00
Speaker 2
this one, ma'am. It should turn off after 10 seconds and will turn back on after 15 seconds. Yeah, it stays solid blue. Okay. So, how about the other Node, map? Is it showing online on your um list? Okay. Okay. So we're only having problem with this specific device, with this specific Node, right? Okay. So, ma'am, um I know how long have you been using this Node? Okay, just here's the thing, ma'am. Here's the thing, ma'am. Oh, about this. Uh let me confirm. Can I ask for the serial number of that Node that stays solid blue?
32:00
Speaker 1
serial number, okay, hold on a second. New number. Um, 5-0 D1 looks like a zero. M 27C 14486. Okay. Oh my gosh. I don't know if I. Yeah. That's insane, but I would think that you guys would have it on record. I bought right from you. So it should be on record.
33:00
Speaker 2
Serial number? Serial number? Uh-uh, uh, one second. Just in case. Ma'am, just in case this device will be deemed effective, and it's showing out of warranty, can you give us a copy of the receipt to confirm? Not now, not now. We will don't tell mom. If you have time, unfortunately, we'd.
33:00
Speaker 1
I have the box I have no receipt in here I just have the box and has a three it has a three year warranty and I have written down here five ten twenty four three year warranty and it's the box for the three no for the two baby nodes and the adult nodes that's all I have is the box and what I wrote on the box is no actual receipt because I did it online and it just came to my house
34:00
Speaker 2
Unfortunately, we don't have it on record already, ma'am. Um, based on what we have here, actually, there's no information found. Anyways, since this was purchased online, then you might possibly have a record of this. How about online, since this was purchased from us? Yes.
34:00
Speaker 1
That is ridiculous. I or I ordered it through you online. It came to my house. I wrote on the box 5 10 24 three-year warranty with your phone number. And now you want a receipt that I don't have. Thank you.
35:00
Speaker 2
Okay. Because actually ma'am, if this is still in warranty, we can still have it replaced. We can escalate this case for validation if you can provide a copy of the receipt. [silence] Sins. [silence] Yeah actually we don't have it in record ma'am. Anyways, let me see what I can do for this one okay? Just leave.
35:00
Speaker 1
Okay. We'll put it somewhere else. Okay. [silence]
36:00
Speaker 2
mash. Just leave this node for uh on the same location where you have the parent node and if if we can do another ma'am, try to do the reset and if uh let me know if it's um if it turns off while you do the reset. Okay, uh try plugging it on different um outlet if you can. Then I'll get back to you, okay? Can you give me this is five minute, ma'am? Can you please stay on the line, please. Okay, thank you, ma'am. Be right back. [silence]
36:00
Speaker 1
Yes. Hello. So, I plugged it into a different outlet. I pushed the reset, it went to blinking blue, and then it went to solid blue. I unplugged it for 10 power, plugged it in again. Did the reset, back to blinking blue. I did a hard reset, it went to Now it's solid blue. So, but where is it? Where's my photo? [silence], where did this instruction come from? And why isn't the reset button working? Are you sure you reset? [silence] I just said it went to like a blue blinking and then went to a solid blue. I did a hard reset and now it's on here, it's on a phone. [silence] Okay, no, no, I do it probably daily, which would be a first for me. [silence]
45:00
Speaker 2
[silence] Hello ma'am. [silence] Hello? [silence] Yes, ma'am. Thank you so much for patiently waiting, ma'am.
45:00
Speaker 1
I've got you here. I'll ten wanting 'em excuse me. Okay, okay.
46:00
Speaker 2
Oh, okay. That's good. That's good. Anyways, ma'am, I just need to inform you about this. If in the case, maam, that this note is defective or in the future that it's defective, we might still need to ask for the copy of the receipt for us to validate and to have you replace or refund if if if this note is still in warranty. Since you mentioned that you purchased it in 2024. Okay, anyways, yes, since it's turned solid purple already. Can you go to your Linksys app? I'm sorry. Can you do this one instead? Can you please press and release the reset button of the parent node [the main node] five times? Not too fast, not too slow. [silence]
46:00
Speaker 1
Okay, it's blinking. Oh, it went to white. [silence] The parent node, the one you just asked me to do. [silence] Is that that magenta color? Oh, it's blinking now. It is blue, yes? Okay.
47:00
Speaker 2
which one ma'am parent node? [silence] yes. [silence] yes okay. How about the child node? [silence] Okay let me know. [silence] Okay that's good. And the parent node turns back to solid blue? [silence] Okay that's good. So let's just give it the three to five minutes to reconnect okay? [silence] Yes just three to five minutes ma'am. [silence] Okay so ma'am I just do. [silence] Yeah I already mentioned you about the receipt or the invoice. [silence] So
47:00
Speaker 1
I'm sure I put it on my credit card in May of twenty-four. So I'm gonna. I'll have to call my bank for all of that. Yes. Now this is all in warranty yet it's in warranty until May next year.
48:00
Speaker 2
OoK? Right after this call, after we managed to add your child node back to your network, I'll send you an email. If you can provide us a copy of the receipt, you can send it to us anytime, Okey? for us to validate the warranty. Yes, I believe you can still look for that. It's still on your credit card record. Yeah, anyways, you can do it maybe next time if you encounter problems with your notes, for us to really validate, Ma'am, because this is already out of warranty. I was able to, or the previous technician managed to assist you with the previous case because that was still in warranty that time. Yes.
48:00
Speaker 1
[silence] No. okay. Would the receipt be under links? Well, that what is it that what the bank would be looking for? okay. that's correct. I did. I purchased it directly from you. It's blue. [silence]
49:00
Speaker 2
[KEEP_UNCERTAIN] If you want, go ahead. [silence]
49:00
Speaker 1
on both. Okay. They are all online now. Okay. Okay. And in the meantime, I will look for your email and I will look for go to the back. Get my my statement form.
50:00
Speaker 2
on your child node or the parent node? okay, well that's good to know ma'am, so just leave it for a couple of minutes and uh later on you can unplug this node, bring it back to the place where you want to put this node and wait for two to three minutes to reconnect ma'am and that will be all good. uh Uh yes. Yes ma'am. Okay, so yeah, I'll send you an email for the
50:00
Speaker 1
Okay, thank you. You too. Bye-bye.
51:00
Speaker 2
add so that you can reply to reply with a copy of the receipt or the invoice, okay? Okay, you're welcome. Thank you so much for your time. Have a good day, and please stay safe. Bye-bye.
51:00