V2 Rubric Detail — bdda22ca-7ad0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 13:27
Duration
36m 21s
Contact
Jeremie Nothdurft
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00136340
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall77.7% (+41.7)

V2 Grader Summary

The agent successfully resolved the blinking red issue on an MX4200 via factory reset and 5-press method, achieving solid blue on both nodes and customer confirmation. However, technical process was incomplete: modem isolation test was skipped despite available tools, and LED color inaccuracies indicate knowledge gaps. Despite communication strengths and ownership, these technical shortcomings prevent full Met ratings on R2, T1, T2, T3, and O2.

V1 Case Analysis

Customer reported main node flashing red and unable to add child node. Agent performed factory reset, misused 5-press method as pairing procedure, gave incorrect LED interpretations (solid pink/purple, solid black), and failed to resolve Wi-Fi password or app login issues. No modem test performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and customer details
  • Performed factory reset on main node by holding reset button ~20 seconds
  • Incorrectly used 5-press method on main node to attempt child node pairing
  • Provided placement guidance for child node (1–2 ft from parent)
  • Walked through Linksys app setup, including Wi-Fi and router password creation
  • Advised app reinstallation and login attempts
Key Observations
  • At [06:00], agent incorrectly stated that solid pink/purple indicates setup mode—while correct in context, the term 'solid pink' is not in KB; only 'solid purple' is defined for Intelligent Mesh.
  • At [07:00], agent referred to 'solid black' LED state, which does not exist in any Linksys LED guide—this is a serious accuracy error.
  • At [07:00] and [14:00], agent instructed 5-press method to add a child node, but per KB, 5-press is an escalation/debug tool, not a pairing method—this is a critical technical error.
  • No modem-direct connectivity test was performed before resetting the router, violating standard isolation protocol.
  • Agent recommended purchasing MX6200 nodes [16:00] without first diagnosing the actual issue, which is inappropriate before basic troubleshooting.
  • Call contained loops in app setup [18:00–25:00] where customer repeatedly reinstalled app due to login confusion, with agent failing to clarify router vs. account login.
Positive Highlights
  • Agent set clear expectations about resetting the main node early in the call [04:00].
  • Displayed patience and empathy throughout, especially during repeated app setup attempts [23:00–25:00].
  • Offered to stay on the line and continue assisting, showing commitment to support [24:00].
  • Correctly identified the need to reset the main node when it was flashing red (Path D in led_intelligent_mesh_consumer.md).
Agent Errors / Gaps
  • Incorrect LED interpretation: referred to 'solid pink' and 'solid black'—only 'solid purple' is valid for setup mode on Intelligent Mesh (led_intelligent_mesh_consumer.md).
  • Misuse of 5-press method: presented it as a child node pairing procedure, but it is a diagnostic escalation tool that does not add nodes (universal_5press_models.md).
  • Failed to verify internet connectivity at the modem before resetting the router, violating standard isolation procedure (universal_isp_modem_diagnostics.md).
  • Did not confirm correct product model before troubleshooting—though MX4200 was eventually stated, agent proceeded without verification.
  • Provided sales recommendation (MX6200) without first identifying the root cause, which is not appropriate in technical support.
  • Failed to distinguish between router password and Wi-Fi password, leading to customer confusion during app setup.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Main node solid blue, child node solid blue, customer confirmed connectivity and expressed appreciation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset and 5-press but skipped modem isolation test despite customer having a logged-in computer at church, reducing diagnostic rigor.
R3 Met Correct resolution path conf 94%
Agent chose reset & 5-press as correct path for MX4200, set ISP expectations if red persisted, and offered compatible newer model (MX6200).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking red and initiated reset but did not confirm root cause — skipped WAN isolation test, assumed issue was local without validating modem or ISP status.
T2 Partially Met Appropriate tools / resources used conf 87%
Used 5-press appropriately for MX4200, but failed to use available tools: no attempt to verify modem status via customer’s logged-in computer at church, missing opportunity for direct connection test.
T3 Partially Met No misinformation conf 95%
Repeatedly referred to solid purple setup state as 'solid pink' and once as 'solid black' — contradicted by led_intelligent_mesh_consumer.md which defines setup state as 'Purple Solid'.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations early, maintained control through complex steps, managed transitions and holds, and kept focus on resolution path.
C2 Met Confirmed understanding conf 93%
Agent used plain language, adapted to customer’s pace, confirmed understanding, and repeated instructions when needed.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, followed through on commitments, and stayed until final confirmation.
O2 Partially Met Proactive follow-through conf 86%
Gave general 'wait 1–2 minutes' but did not specify expected LED changes during wait; app reinstallation loop created avoidable steps without clear ownership or timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact, so no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 96%
Repeatedly apologized, thanked customer, used courteous tone, and demonstrated patience during app difficulties.
X2 Met Tone & rapport conf 93%
Matched customer’s slower pace, checked in frequently, and adjusted explanations when confusion arose.
X3 Partially Met Overall experience conf 88%
Customer had to reinstall app multiple times and re-enter credentials repeatedly — agent could have guided more efficiently to avoid loops.
Call Transcript65 turns · 69 lines
Speaker 2
welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support. lynxsys.com for more information about your product. Hi, thank you for calling lynxsys. My name is Josh. How may I assist you today? Oh, yeah. Yeah, hello, sir. Yeah, I do apologize for getting disconnected. So, I... Yes, sir, for us to proceed for this one, I'm going to have the serial number of the main node. I'm sorry four... I'm sorry, sir. 43 F4 France.
00:00
Speaker 1
3,80,048,48 a 4. Yes Yep. No longer turning on.
01:00
Speaker 2
speaker man 00:00:00 all right, thank you so much for that one, so let me verify the serial number to make sure that i got it correctly here, so it's sorry, uh, for 18 for 8, all right, all right. speaker 2:
01:00
Speaker 1
It's blinking now, blinking red. Yes, the modem number, you say. In that different room, I got to go to it. Is it a Calais brand?
02:00
Speaker 2
Is that correct? Blinking red, blinking red, blinking red, blinking red. I see. Did you reboot or restart the main node prior to calling? Uh, got it. All right, sir before we proceed may I have the model number of the modem, the one that was provided by your internet service provider. Yes, sir. Uh-huh. No worries, just take your time.
02:00
Speaker 1
You want the serial number? GP, yeah, GP, 4200A. GoSMO fiber [silence] I got to go back and check. [silence] It was. Yeah. [silence]
03:00
Speaker 2
I just need the model like the model number of the mm hmm. All right. Thank you so much for that Mr. And who's your internet service provider? T-Telics. Go for that. All right. Thank you so much for that one. So just to confirm the light on the main node, it is still flashing red. Is that right? Oh, I Yeah. Yes, please. Mm-hmm. All right. So for this one, sir, we might need to reset and reconfigure the main node. However, before we do that, do you have a computer that has a ethernet or LAN port?
03:00
Speaker 1
Uh, not with me. [silence] Um, I do have, uh, the computer is on. Um, I'm at, it's at a church. I didn't have the password, but the computer is logged on. Yes.
04:00
Speaker 2
I see. Got that one. So for this one sir, I'm gonna set your expectation that we are going going. Against to reset and reconfigure the main node. However sir, if the light on the main node will stay on solid red even though that it has already been re-configured, we are going to reboot or restart the modem which is the source of the internet. However, after reboot, if they should persist, uh that's the time that we might need to call your your internet service provider since we don't have a computer that we can manually check the connection coming from your modem, okay? I I I I see. And that computer can be war directly to the modem as well, correct? Okay, that's great to know. So, all right, let's now proceed for the reset. So for reset, you may simply press and hold the.
04:00
Speaker 1
I'm still just brown and I can read and I've been holding it for 20 seconds. Uh, it's off now. Now it's, it's turned blue. Jeremy, J-E-R-E-M-I-E. last name, Knothert, N-O-T-T-H-E-R-D-U-R-F as in Frank, T as in Tom.
05:00
Speaker 2
So just to verify, the light on the main node is still flashing red. Correct? Or it's off. All right, let's wait for the top. Okay, that's good to know. You may now release the reset button and then let's wait for the light on this node to turn to solid pink or purple. For that indicates that the node is already on setup mode. Uh, by the way, sorry, may I have your first and last name? All right, thank you so much for that.
06:00
Speaker 1
J notAFT, let me spell my last name again, I-ggri, I-S-O-L-D-D-D-D.com. Alright, the light turned solid pink now. Okay. [silence] It's flashing pink.
07:00
Speaker 2
Okay. That, what, and what about your email address? Mm-hmm, Mm, all right, thank you so much for that answer, solid black. All right, let's reconfigure this main node using the five point set up method. So again, on the main note, simply press the reset button five times within five seconds. So it's like press, release, press, release, and once done, okay. That's great to know. That means that... [silence] So, if [silence] The parent node is now trying to detect the internet connection coming from your modem, so let's observe its light again for one to two minutes, and hopefully, it will turn to a solid blue, where that indicates that the device is working.
07:00
Speaker 1
Just turn blue. Yes. Plug in the child node. Correct.
09:00
Speaker 2
Hello, sir. May I know the lights now on the main node? Solid blue. All right. That's great, you know. Solid blue again indicates that it is online or working. However, let's wait for 30 seconds or a minute and hopefully it will stay on solid blue. Uh, by the way, sir, you may now also move the child node next to the main node, since we reset the main node. So, since we reset the main node, we are going to readout or reconnect the child node to the network. Uh, yes, sir.
09:00
Speaker 1
How close does it have to be? I mean, rather hard to find a plug in that close. Then I be five, 6 feet away, I think that'd be closer. Oh, there's a..
10:00
Speaker 2
plug it in. next to the main one. it should be at least 1 to 2 ft. away from the main node. okay understand, sir. just let me know once you're ready. Uh five would be fine. Yeah if possible, can you get closer to the main node because how far three to five ft. it would be fine. And don't worry for this one sir, once we have don't worry once we have reconnected the child note to the network, we're assure that we can just unplug and relocate this one back to its designated location.
10:00
Speaker 1
plug in the main node was on was used to find one. Okay. Yep, correct. And I just plugged the child node in. And I entered the password on the bottom of it.
11:00
Speaker 2
All right. I understand. Sorry. So, I assume the light on the main node is-- so, the main node is still solid blue, correct? Okay, great. So, all right. Amazing. So, yeah, for the child node, let's wait for its light to turn to flashing red because that's the time that we can reset this one. So, however, for the main node, rest assured that device is already online and working properly. So, since the main node has been reset, your devices should be able to detect the default name of the main node, which is _velop.setup. Yes, sir.
11:00
Speaker 1
I'm showing to set up on my W- FI router which one would be the [silence]
12:00
Speaker 2
For the parent, I'm sorry, sir, what a child does. All right, that's good. So that means that the child does is now on setup mode. So again, let's add this child does using the five press setup method. So on the main does again, kindly press the reset button five times. I'm sorry, is that good?
12:00
Speaker 1
The main one. Yeah. Okay. Unless I typed in a password wrong and didn't work. Okay.
13:00
Speaker 2
i see uh. Yeah. That's Normal since uh the child node is now turned on. Hold on sir. Let me verify. So it should be underscore ellipses setup and the three last MAC address on the device itself like The hold on. Let me check here real quick. So you can also verify the MAC address by yeah looking underneath the main node.
13:00
Speaker 1
Okay. I think I got it. Now. All right. Now, reset the, the child one. What do I need to do? On the main, no, not the child. All right. Flash red. Now, it's solid blue. Still pink. Solid pink. Flash pink.
14:00
Speaker 2
since the light on the child node is already solid pink, that means that it is already on setup mode. So, again, let's add this child node using the five press. So, on the main node, again, sir, just press the reset button five times within five seconds, the same process that you did earlier. Yeah, on the main node. That's correct. Mhm. Mhm. Got that one? Let's see if the light on the child node will turn to flashing red.
14:00
Speaker 1
Yeah, it's flashing pink. Yeah, it's flashing red. Okay, um, since I've got one node, probably bad cuz it won't power back on, is can I, like a newer version, can it sync in with these, and I can use it to add on or not?
15:00
Speaker 2
All right, that's, that's a good sign because that means the, all right, so yeah, that means that the child node is not trying to reconnect to the network. So, for now, let's wait for its light to turn to, aha. All right, that's great to know. So let's wait for two to three minutes for the child node and again, once the light on the child node already gone to solid blue, that's the time that you can unplug and relocate the, yeah, relocate the child node back to its designated location. So, for now, let's wait for its light to turn to solid blue. Yeah, rest assured that our newer models are still compatible with the one that you currently have. However, since those newer one.
15:00
Speaker 1
which um do you recommend a certain model or do you know with Best Buy carries them
16:00
Speaker 2
would, ones are more powerful than older devices. I would recommend the newer nodes or the newer model should be set up as a parent or main node. So the so yes sir, rest assured that this current nodes that you have will be configured as the children with the latest model. Yeah, I would recommend the MX 6200, so it's M for Merck, X for x-ray, then 6200. You can search that one in Google. I really do apologize sir, but it seems
16:00
Speaker 1
That's fine. Okay. And the baby mode just turned solid blue. Okay.
17:00
Speaker 2
It seems like your devices are no longer available on like Best Buy or any local stores. However, I rest assured that they are still available on Amazon. All right. That's great. However, let's wait for 30 seconds or a minute, just to make sure that this device is already working. So, after a minute, if the light on the child node is still showing solid blue, that's the time that you can unplug and relocate this one back to its designated location. And again, sir, for really, ah, sorry, for relocating, you just need to unplug and replug the device. So, there's no need to press the reset button again. All right.
17:00
Speaker 1
Correct. Okay. I've had trouble connecting this to the app. I've found the iPhone. Yes.
18:00
Speaker 2
So, I assume the light on the child node is still solid bank. I sorry, solid blue, correct? All right, so, that should do it there. We're so sure that we have managed to reconfigure your devices and you should be good to go. So, again, for the child node, just simply unplug and relocate the node and wait for it light to turn back to solid blue. So, yeah, you want to manage the nodes using the linksys app, don't worry, so, rest assured that we can walk you through that one as well. So, may I know the operating system of the phone that has the linksys app? iPhone, all right. And is that phone currently connected to theValue set up?
18:00
Speaker 1
um... yeah, I logged in and asked if it was part of the what the design... yes would ask me use the same Wi-Fi settings as MC so do I hit yes or no create a new Wi-Fi setting? [silence] so do I hit yes or no create a new Wi-Fi setting?
19:00
Speaker 2
Okay, great, so on your phone just open the Linksys app and let me know what are the options you can see on the screen. So wait, you are- I'm sorry, are you already on the login screen? Oh, alright. On the screen, can you see a router password or is there an option that says router password? I see. If that's the case, yeah, I would recommend creating a new wifi. I'm sorry, sir, yeah, I would recommend creating a new wifi name and password. Uh, however, I must assure you that you can still
19:00
Speaker 1
it's all right it has to reset your node should I do that or should I just say I've done this
20:00
Speaker 2
So we're just not going to um on the app. We're just not going to press next because or press yes uh because that might glitch the app and the system. So just tap on yes. Uh I will be creating a new wifi but rest assured that you can just use the same credentials. I'm sorry, sir. Were you able to personalize your wifi name and password?
20:00
Speaker 1
and the so it says it was connected and then it went straight back to use the same Wi-Fi setting as I and MC I can complete to delete the app that's what I wanted you to walk me through cuz I've had a lot of trouble with that so I appreciate it
21:00
Speaker 2
when they finish, you could select okay, you have completed this task, do not need to restart, because none of them needed restart, let me know what other things are options, when you said i have completed this steps. Understood, for this string, can i uninstalled the app using delete, then redo install? Yes, sir. No problem. And rest assured that I'm going to do my very best to be available here for you. [silence]
21:00
Speaker 1
Yeah, I'm just signing in.
22:00
Speaker 2
there or to have manage to re put a man. Okay.
22:00
Speaker 1
stuffs. [silence] yes, now it's say it'sLink account, now it's creating login access. [silence] now it says to reset your node again. So you want me to just say I've done this? Oh, I didn't do that. So you want me to delete it, the app again?
23:00
Speaker 2
Oh, I see. So you have already opened the links this app, so, uh-huh. So what are the options? Mm-hmm. Uh, no. Uh, is there a way to bypass that one or we can go back to the login page because we were supposed to be logging in using the router password, not your email address and password. Uh, try to first close or quit the app instead, then reopen. I see. There's no sounds or. Nothing. Okay. Then quit the app. Okay. Type. Mm-hmm. It's. Sorry. Try the type. It's. It's.
23:00
Speaker 1
All right. It says, ready to complete setup? Okay, complete setup or I don't want to continue setup. Okay. Okay, complete setup or I don't want to continue setup. Just linking to your account. This can take up to a minute. Yeah. Yeah, sorry, I got ahead of you. Okay. I've reinstalled it. It's opening.
24:00
Speaker 2
uninstalled the app earlier so just first uh first close or quit the app and then reopen it. [silence] uh just press complete setup. [silence] and then let me know what are the options you can see on your screen. [silence] I see so we're uh looping back on that screen I see. [silence] Uh uh yeah for this one Sir and I really do appreciate as well can we delete the app one more time and just let me know once you have reinstalled it because I'm going to walk you through on how to log in using the router password. [silence] Okay All right. [silence] thank you and
24:00
Speaker 1
[silence]
25:00
Speaker 2
Yeah, once you open the app, there's an option there that says manage your Wi-Fi. So kindly press that one. [silence] Uh-uh. Uh-uh. [silence] I see. Uh-uh. Yeah, kindly hit agree. So we are on the setup process on the Linksys app. All right, so [silence] yeah. Uh, kindly, allow. Press allow. And then [silence] yeah, just press next. Yeah, just press next. Yeah. [silence]
25:00
Speaker 1
It says make sure everything is finished. Start it up. Load. Lighted up solid. and now it says checking for internet. It says connect it. All right. Wi-Fi name. It can be whatever I want to. So I can do that the old one. All right, and then privacy pledge continue. Now it says log in email address password. It says skip for now.
26:00
Speaker 2
yeah yeah yeah yeah so kindly create your Wi Fi name and password and then press next yes sir yeah sir that's correct you can use the same credentials just press continue yeah yeah on that screen is there an option to bypass that one or skip our NAP for now? [silence] yeah
26:00
Speaker 1
Yep. All right, now it says create your router password.
27:00
Speaker 2
Speaker 1: Yeah. Skipper.
27:00
Speaker 1
I just entered the Dan. I hit next. Now it says configuring your Wi-Fi network. Well, All right, Simon is created. Now, let's connect your new Wi-Fi. I need to go to my phone settings.
28:00
Speaker 2
All right. Yes, so kindly reconnect your phone to the personalized Wi-Fi and make sure to use the personalized Wi-Fi password as well. Yes sir, you need to go to the Wi-Fi settings on your phone, yeah.
29:00
Speaker 1
This is unable to join. It'll say it can't connect. This is unable to join. It'll say it can't connect. Right? So the password stored. So the password stored is different. So the password stored is different. So the password stored is different. Did I forget this network and re-enter it or how do I? How do I? It's not allowing me to change that password. Well the one.
30:00
Speaker 2
I see. Can you try to connect again your phone and make sure to use the, uh, sorry, use the personalized Wi-Fi password because it could be possible that you were using the router password or admin password. So make sure to use the Wi-Fi password. Oh, I see. I I I assume you forgot the Wi-Fi password. Is that correct? For
30:00
Speaker 1
I, um, a very original password had two letters that, um, that wasn't the same, and then I reconnected it like last year, and I changed it slightly. Well, that new password, whenever I went through the reset it up and I just created the new one, it wouldn't work.
31:00
Speaker 2
For additional answers, since we just recently changed the wifi name and password, the password that you entered earlier during the setup process should be working. So, however, again, it could be possible that you were entering the router password, like the admin password. So, that's the reason why that you're getting that error message that unable to join. So, again, wifi and router passwords are different. So, make sure to enter the
31:00
Speaker 1
Okay, I'm connected. Next. It says looking for the child nodes, which I have unplugged. Do I need to plug them back in er? I had to unplug it to move it. Silence.
32:00
Speaker 2
personalised, sorry, personalised Wi-Fi password. that you remember when we got, the message that says, create your Wi-Fi name and password. So that's the password that you need to enter in order for your device to connect. All right, that's great to know. So, yeah, kindly go back to the D-link app and then, and then press, yeah, press next and There were some data research there that were almost done. All we need to do is finish that setup process and then link to D-A-N. Wait, I that was the child node that already gone too solid blue, correct? Okay, and that's fine. So, on.
32:00
Speaker 1
Yeah, so it's it says your network and then it has router Lynx S.S. O. 4 7 1 8 then next or add more notes. Okay. Okay. and then help us help you send diagnosis data. I need to check that or can I check it? okay. All right, so it's it's ready.
33:00
Speaker 2
that screen, there's an option that says next or yes, kindly press next because we have successfully managed or managed to reconnect your client device earlier, so, yes just press next. Hmm. Okay. Okay. Yeah, I would recommend checking that will and press next. All right, so that should do it, sir. If you want to manage the Linksys app, just tap on go to dashboard. And again, for future reference, when you manage the system, use your router password. So, that should do it, sir. For this one, all you need to do is reconnect your wireless devices like computers.
33:00
Speaker 1
just new firmware available, one other thing, guest network. I can set that without a password. [silence] Um, that'd be fine because it's a church. We don't mind, you know, guests coming in, we like them to use the Wi-Fi.
34:00
Speaker 2
For your cell phones, smart TVs, to your home network, and you should be good to go. For the child node, just simply turn it on and wait for its light to turn back to solid blue. I believe it will require for a password since it should be secured. However, you can try like not setting up as a password, however, the downside for that one, like for your neighbor, or any strangers will be able to connect to the guest network. Ah, I see. Yeah, you may, you can try to disable the Wi-Fi password on the guest network serve.
34:00
Speaker 1
No, I think I'm good. So I appreciate your help.
35:00
Speaker 2
doesn't work. I would recommend creating a simple or not a complex password for that one instead. So, since that's for the guest network, it should have a different Wi-Fi password from the main one, okay? So that all devices that are connected to the guest network won't be able to, yeah, access the web user interface of their router's or system. All right. All right, uh so that should be good to go, sir. Or do you have any further assistance regarding with our devices? Thank you so much for your appreciation, sir. And don't worry if you need further assistance in the future, just feel free to give us a call and rest assured that we are always happy here to assist you. So, again, sir, you're most welcome. Again, thank you so much for your patience and time. And thank you again for calling Lenses. You have a great week. Bye for now, sir. Take care.
35:00