V2 Rubric Detail — be354638-7b06-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:53
Duration
34m 3s
Contact
Angeles Reyero
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136428
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100_Child node lost connection to network
⚠ 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall43.8% (-12.2)

V2 Grader Summary

Although the node was restored to solid white and the customer confirmed connectivity, the agent provided a materially incorrect pairing instruction (telling the customer to press a non-existent pair button on an LN1100), which contradicts documented KB procedures requiring 5-press. This technical inaccuracy, combined with poor communication, lack of tool use, and increased customer effort, results in an Ownership Gap despite apparent resolution.

V1 Case Analysis

Customer reported LN1100 node showing solid red. Agent incorrectly referenced a pair button (not present on LN1100), guided through 5-press method and power-cycling. Node briefly showed white but reverted to red. Customer still unable to access router admin page. No resolution achieved.

Troubleshooting Steps
  • Collected model and serial numbers
  • Incorrectly instructed to use pair button on LN1100
  • Guided through 5-press pairing method
  • Power-cycled parent and child nodes
  • Advised to place child node close to parent
  • Provided information about default router admin password location
Key Observations
  • Agent provided materially incorrect technical guidance by instructing the customer to press a 'pair button' on the LN1100, which does not have one (only 5-press method is valid per KB).
  • Agent contradicted themselves by first suggesting a pair button press, then switching to 5-press method, causing customer confusion.
  • Node briefly showed white but reverted to red, indicating no stable fix was achieved; agent failed to verify internet connectivity or stable node connection.
  • Customer remained confused about router admin password vs. WiFi password and reported login failure, which was not resolved.
  • Call contained long silences and inefficient troubleshooting flow with no clear validation of steps.
Positive Highlights
  • Collected serial number and customer contact information early in the call.
  • Correctly identified the device as out of warranty and communicated support limitations.
  • Guided the customer through power-cycling and proximity steps that are part of standard troubleshooting.
Agent Errors / Gaps
  • Incorrectly told the customer to press a pair button on the LN1100 parent node, which does not have a pair button (only 5-press method is supported).
  • Contradicted own instructions by first suggesting pair button, then switching to 5-press method, creating confusion.
  • Failed to verify that the parent node had internet connectivity before attempting node pairing.
  • Did not confirm that the child node remained stably connected (it reverted to red).
  • Did not resolve customer's router admin password confusion or verify ability to access admin page.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms node is now white and connected: 'I think it's in white and I think it's connected to the parent' and 'I can see it in my both of them'.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset attempts and power cycles, but skipped key diagnostic steps like checking admin interface, firmware, or WAN connectivity; troubleshooting was reactive rather than systematic.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly instructed customer to press a 'pair button' on LN1100, which does not have one; correct method is 5-press (per universal_mesh_full_rebuild.md Section B). This misapplication of procedure invalidates the resolution path despite OOW status being acknowledged.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (node offline/red) and collected LED status, but failed to ask about internet connectivity at parent, firmware version, or placement interference — root cause not narrowed.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin dashboard (http://192.168.1.1 or myrouter.local), no verification of network map, firmware, or pairing logs; relied solely on verbal LED descriptions.
T3 Not Met No misinformation conf 95%
Agent told customer to 'press the pair button' on LN1100, but per led_cog_mesh_group_b_ln11xx.md and universal_mesh_full_rebuild.md, LN1100 uses 5-press only — no pair button exists. This is a materially incorrect instruction that contradicts KB.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent long silences, no framing of process, abrupt transitions, and agent repeatedly asked customer to repeat actions without clear structure or control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding after critical steps; did not adapt to customer’s expressed confusion about pairing process.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, performed troubleshooting steps, and did not transfer or abandon the case.
O2 Not Applicable Proactive follow-through conf 90%
Issue resolved during call with no pending follow-up or disconnect/callback commitment.
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted as the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated effort, or expressed empathy — remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent used a flat, procedural tone and did not adjust pace or style despite customer’s confusion and repeated attempts failing.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial numbers, endure long silences, and perform redundant steps due to lack of coordination — effort increased unnecessarily.
Call Transcript48 turns · 54 lines
Speaker 1
Hello. I have a Nankies? LN 1100 and it's like a mesh with about two nodes. And one of the nodes was in red. So I was just getting the help from like the the bot. And uh I was doing everything you know resetting
00:00
Speaker 2
Welcome to link sys 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 awaiting, you may also visit support.linksys.com for more information about your product. Thank you for calling link sys. This is Skylar. How may I help you? [silence] Mhm. [silence] Mhm. Mhm.
00:00
Speaker 1
and I got to the point of trying to connect the add the node to the to the main router, but when I, when I click the link and I put my, my passecode for the router, it didn't work because it says it's like the same as my Wi-Fi, but it's not working. Does that's what they say? the help said. I don't know if it's broken or it's disconnected from the router.
01:00
Speaker 2
Okay. So basically, one of the nodes got disconnected from the network, right? Okay. Okay. Okay. So, Madam, before we continue, let me just create a record for this. Okay. Um yes, the model, uh the device that you have, the main node is... This is. Sorry, this is me.
01:00
Speaker 1
yes yes the light on the note right now it's in solid blue because uh i get to the point of uh resetting it but i'm uh closer closer to the main router because i was i was to the point to add the node to the to the router because we try to like reconnect it so i click five times on the on the on the main router to do the pairing but after pairing went to red again [silence]
02:00
Speaker 2
LN 1100, right? Okay. may I ask the serial number of that node, ma'am? And what's the color of that light right now, ma'am? Uh, okay. Okay. Yes.
02:00
Speaker 1
So the serial number. Six O C 1 0 M 1 4 E 0 1 5 2 2. Yes. The serial number is 6 0 D 10 days and 15 minutes.
03:00
Speaker 2
Okay, you may ask the serial number of that node, okay? Okay. Okay, let me just check if I got it correctly, ma'am, okay? That is six zero C four Charlie, one zero M for Mary, one four E for Edward 0 1 5 2 2. Okay. All right, and may I ask also what's the model number and serial number of the child nodes? You've got two child nodes, right? Okay.
03:00
Speaker 1
[david 10 ems emery, uh, first of all, 12 unit is on edward 0 0,9 1 2? Uh, okay, I found it ln 1200 let me check both is the same nah no I'm not a I but as a pack, uh-,]
04:00
Speaker 2
And you bought this as a three pack device, ma'am, or you bought it individually? Mhm.
04:00
Speaker 1
And that's me. Angeles Rarero. Like Los Angeles. Like that. R E Y E R O.
05:00
Speaker 2
And who's your internet provider? alright, and you can have also your phone number in case you get disconnected, we can call you back. [silence] okay. how about your first name and last name? Um can you spell it, ma'am? It's A-N-Z okay. and your last name?
05:00
Speaker 1
myfirst last name26@gmail yes mmhmm one node is right next to the main router the one that is not working because mmhmm because both of them [ silence ] well
06:00
Speaker 2
Again, R-E-Y-E-R-O. In your e-mail address? That's Angeles R-R-O-26 at Gmail dot com. Correct? Okay. All right. Uh, what's-do you um put all the nodes under the same location right now? Or they're on a different location. Okay. And the main-um which node did you reset, ma'am? The main node or the child node? Okay. So the light on the main node is blue, right?
06:00
Speaker 1
it's white it's usually white when it's working right now it's wide blue just i press the reset bottom button for 15 seconds yes
07:00
Speaker 2
Okay. But right now, and how about the child node LN 200, all right. So the parent, actually, did you reset the, the parent node as well? Max, did you also press the reset button on the parent node? Right. By the way, before we start for any episode shooting, let me just inform you about the status of your, and shows it here on our system that it is already out of warranty. Linksys can still provide technical assistance and in any case, after the troubleshooting, if the device will be found out to be defective, there will be no replacement, okay? All right, so we'll proceed with the troubleshooting here, ma'am. Since right now the parent node, it's white, that means it's set up and the internet is working. So we're going to add the we're going to add this child node, okay. Okay, on the parent node right now. Okay, at the back of the parent node. Okay.
07:00
Speaker 1
uh, the, uh, the pair button on the main router. You know, there's, there's no pair button there. There's only the reset button. It's only the reset button. The, for this model is pressing that five times. Uh, what you're reading, I already read it and I already did it. I heard that out. It's like I got stuck with like adding it online.
09:00
Speaker 2
Okay. Try to press the pair button once. Yes, yes, just press it once, press it for one second. There's no hearing button hic. Hmm, okay okay, so can you press it again, ma'am, five times within five seconds, five times within five seconds.
09:00
Speaker 1
So, I already did that. [silence] I did it.
10:00
Speaker 2
Okay, hold on. Okay, for a moment, ma'am, okay. Okay, can you try it again ma'am? Press it five times that will be within five seconds.
10:00
Speaker 1
They're trying to pair right now. Yeah, uh, the, the, the main is like blinking orange lights and now it's like a white light. The other one is, yeah, the other one is on blinking white light. So they're trying to pair, like I, we did, I did it before, they tried to and then they didn't, they didn't pair. [silence] well i'm waiting because um it's just white light and then but it turns to red yeah it turned to red don't worry. Hello. I can't get it to turn on. red light. red light. No. that child. Yeah. that's right.
11:00
Speaker 2
[silence] Yes ma'am. What's the call? Is it on with node name, the parent or the child? How about the parent? It's now white. [silence] Okay, let's just wait for a couple of minutes. Maybe it's still like trying to connect.
13:00
Speaker 1
Yes. I don't know. Do you want to do it again?
14:00
Speaker 2
when you do the troubleshooting you did a reset on the parent mode right how many second did you reset the parent mode um no ma'am
14:00
Speaker 1
[silence] Yes, so today [silence] let's say that again whether that's all okay [silence]
16:00
Speaker 2
Okay, it's still red, mom. Can I turn off the child node? Turn it off. Yes, then turn off also the parent node and i'll tell you when to turn it on [silence] [silence]
16:00
Speaker 1
Okay. Okay. [silence] It's on. Okay.
18:00
Speaker 2
please turn on the parent first. wait until the light turns solid white.
18:00
Speaker 1
Oh, no, no, no, no, no, not yet. Not yet. It's just saying red. [silence]
20:00
Speaker 2
White, please turn on the.
20:00
Speaker 1
I know. Now I can turn on the child Oh, no. I don't know, it keeps on going white and red. Yeah, I think now it's working. Now I turned on the child, right? Okay.
21:00
Speaker 2
I'm sorry, I did not get that.
22:00
Speaker 1
Three to five people.
23:00
Speaker 2
Okay. Three, yes, two to three minutes more than that.
23:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Let's wait. [silence] yes. [silence]
26:00
Speaker 2
Okay, is it still booting up? What's the color right now, ma'am? Still red? Both nodes? The child node, ma'am. Okay, still trying. Is it still booting up? Okay.
26:00
Speaker 1
I think it's in white and I think it's connected to the parent
27:00
Speaker 2
Yes ma'am? Yes? It's connected. Okay, that's good. So you may now reloc- you may now relocate this node map back to its original location. Yes. And then please check the other nodes, ma'am, before you plug in that node. Can you check the other node if it's still in white? Yes. Since you did some reset on the parent, just to make sure it's still connected. So the other child node is also white. Okay.
27:00
Speaker 1
Why do they disconnect like that? And when it tries and then retries it kicks it off. Oh, So get it closer and then reset the main router.
29:00
Speaker 2
could be the location, ma'am. Might be that having problem connecting to the parent node or might be there was an... yes, ma'am. Because if the child note got disconnected, ma'am, first thing is before you do the reset, you must like bring the that child node near to the parent node, then do a power cycle on the like just turn off, turn on the child node, check if it will reconnect. If it is not if it will not reconnect, that's the time that you will do the reset.
29:00
Speaker 1
All right? Closer to the main router, closer to the parent.
30:00
Speaker 2
it not reset it just re not reset it, the child node now only the child. Yes,
30:00
Speaker 1
now it's white hmm
31:00
Speaker 2
Okay, still booting up. It's right, okay. So that means it's now reconnected back.
31:00
Speaker 1
Yeah, and I can see it in my, uh, both of them. No, thank you. [silence] Thanks so much. Yes, I did that first, but it didn't work. [silence] [silence] Can you check something before you hang up? What is the what is the password of my router because when I try to when I went online and they asked me for my my router password and it says that it's the same as my Wi-Fi password. It didn't work.
32:00
Speaker 2
through the network. Okay. Did I? Um-hum. Okay. Is there anything else, ma'am? You're welcome. So, if you need assistance again, in the future, you can always give us a call and you can also, um, check our website that's support.linksys.com, okay? Okay, ma'am, alright? So, just give us a call then, okay? So, thank you for calling Linksys. This is Scarlett, goodbye for now. Yes, ma'am, go ahead. Sorry? Mm-hum. Mm-hum. Mm-hum.
32:00
Speaker 1
Yes, no, well, I change it. I change it to a different one. Okay. It doesn't matter anyways. All right, mm-hmm. [silence] Thank you. mm-hmm.
33:00
Speaker 2
If it didn't work, mom, the one that's at the bottom of the parent node, right? Okay. Oh, yeah. Uh that's probably that's the reason it didn't work because the default password for the router password, mom, is that's the one at the bottom of the um parent node. Mhm. Then, um, you may try to do a reset, ma'am. Um, that well uh when you do the setup of the router password, you just need the uh recovery key that you can also check at the bottom of the parent node, then create a new password. Mhm. You're welcome. So, thank you for calling, ma'am. This is Sylvia. Goodbye for. [silence]
33:00