V2 Rubric Detail — be4c5866-8149-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 19:08
Duration
69m 30s
Contact
414-828-5796
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136096
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_ Child node keeps disconnecting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 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
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall73.3% (+37.3)

V2 Grader Summary

The agent executed appropriate L1 troubleshooting that temporarily restored connectivity (solid blue light), but long-term stability remained unverified. Technical accuracy had minor KB deviations (HTTPS protocol, recovery key length), and communication lacked consistent comprehension checks despite ownership of the case. The outcome qualifies as partial resolution due to the temporary fix and need for further observation.

V1 Case Analysis

MX4200 child node repeatedly disconnects (flashing red/blue). Agent reset node, attempted UI re-add (incorrect HTTPS URL), checked firmware, sent diagnostics, then advised customer to monitor node location for 1-2 days.

Troubleshooting Steps
  • Reset child node (hardware reset button)
  • Attempted to re-add the child node using the parent router’s web interface (with incorrect HTTPS URL)
  • Checked firmware version on the router
  • Sent diagnostics logs via the app
Key Observations
  • Agent provided an incorrect URL (HTTPS://myrouter.local) which would not load the router UI (correct is HTTP://myrouter.local or 192.168.1.1)
  • Agent skipped essential troubleshooting steps (power-cycle modem/router, WAN connectivity check, signal strength verification)
  • Agent did not recognize that blinking red/blue on an MX4200 child node indicates intermittent signal and failed to advise moving the node closer or checking placement
  • Agent did not attempt the 5-press method to re-pair the child node, which is valid for MX4200 and documented in KB
  • Issue remained unresolved; customer was left with a monitoring recommendation only
Positive Highlights
  • Agent retrieved customer's record and correctly identified the MX4200 model
  • Agent performed a reset of the child node and attempted to re-add it via web UI
  • Agent sent diagnostics logs on customer's behalf
Agent Errors / Gaps
  • Provided incorrect URL scheme (HTTPS) for router access; correct is HTTP
  • Failed to follow standard troubleshooting flow for child node with blinking red/blue LEDs (KB Path B)
  • Did not attempt the 5-press method for re-pairing the child node
  • Did not power-cycle modem/router or confirm WAN connectivity
  • Did not verify signal strength or node placement despite intermittent connectivity
  • Provided unclear UI navigation instructions (e.g., 'add wireless child code node')
  • Long hold times and repeated silences without clear guidance

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent restored connection temporarily via reset and re-addition through web UI (solid blue light), but long-term stability was not confirmed - customer instructed to observe for 1-2 days before declaring resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent executed logical troubleshooting sequence: verified app status, collected logs, reset child node, accessed web UI (192.168.1.1), used recovery key, re-added node through admin interface, and validated firmware version.
R3 Met Correct resolution path conf 90%
Pursued appropriate L1 troubleshooting path for intermittent disconnects (reset, re-pair, observation) aligning with best-effort support standards; no premature escalation or dismissal despite recurring issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified core symptom (flashing red/blue cycle), confirmed firmware version (10.0.13.216903), checked node status via app, and inferred instability through RSSI (-56) and light behavior.
T2 Met Appropriate tools / resources used conf 95%
Used correct tools appropriately: Linksys app for node status/logs, web UI (192.168.1.1) for administration, recovery key for password reset, and diagnostics for IP/firmware verification.
T3 Partially Met No misinformation conf 90%
Most guidance accurate (reset steps, firmware check), but provided incorrect protocol (HTTPS for myrouter.local where HTTP is required) and unsupported claim about recovery key being 5-digit (KB states it is printed on device but doesn't specify length).
Communication
C1 Partially Met Clear & professional language conf 90%
Maintained call control and progression but had multiple unexplained silences ([silence] markers) and placed customer on long holds without clear timelines ('three to five minutes').
C2 Partially Met Confirmed understanding conf 85%
Used technical terminology (firmware, diagnostics, RSSI) without consistent comprehension checks; customer required repetition ('What am I doing there?') and agent didn't adapt pacing for Linux user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Owned case from start to finish: accessed prior ticket #4148285796, performed all troubleshooting without transfer, and provided clear next steps for observation period.
O2 Partially Met Proactive follow-through conf 85%
Set next step ('observe node for 1-2 days') and invited callback, but lacked specific follow-up timeline ('if it disconnects, call back') and proactive commitment to reach out.
O3 Met Closure confirmation conf 95%
Reviewed prior interaction details (MX4200 nodes, Spectrum ISP, previous disconnection pattern), used existing device info without re-asking, and referenced prior advice about signal strength (-56 RSSI).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred, and none was warranted - issue was actively troubleshooted at L1 with valid path (observe and retest); no confirmed hardware fault, customer demand, or management request triggering escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this contact, and none was required for execution assessment.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Apologized for hold time and thanked customer, but failed to explicitly acknowledge frustration from repeated disconnects or prior unresolved contact despite customer referencing previous call.
X2 Partially Met Tone & rapport conf 85%
Maintained steady tone but gave dense technical instructions without checking understanding; customer expressed confusion ('What am I doing there?') requiring agent to clarify steps.
X3 Partially Met Overall experience conf 85%
Required customer to perform multiple app navigations, manual resets, and web UI access; while necessary for diagnosis, some friction existed (e.g., password reset attempts, license agreement navigation).
Call Transcript66 turns · 83 lines
Speaker 1
Hello. Sorry, it's cutting in and out. Uh my name is Adam Schmidt. I had a call a few days ago that I was having an issue with my router, but the huh uh person that was helping me, they told me that I should call back if it disconnects itself again and that my phone number would be like the uh uh reference number.
00:00
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. a Thank you for calling Linksys. This is Guylahamy. How may I help you? Yes, how may I help you? What's your ticket number, sir?
00:00
Speaker 1
414. 828. 5796. yes yes yes. [silence] [silence]
01:00
Speaker 2
Okay. All right. And, um, let me just pull up your record. All right, um, I was able to pull up a record here. It's Adam Smith and email address is Invinciblebotan@gmail.com. And the links to charter that you have is a MX4200 and you've got only two nodes, right? And internet provider is Spectrum. Um, right now, sir, what are the
01:00
Speaker 1
So the one that's disconnected. It's currently flashing red and then it's going to cycle through like it normally does. The other one is a solid blue. B router. Uh, I believe I said it was about 20 ft when I was on the phone before. Now, No. silence
02:00
Speaker 2
So which one is solid red, the parent node? As of the moment, how far from the bit router, from the pair node? Was there an outage?
02:00
Speaker 1
<start_of_audio><start_of_audio>does this every couple weeks or so.So it, but it ended up always doing is it will flash faster red and then slow blue because it basically just keeps cycling itself because it's not working.This is all stuff I explained to the other person. So I am assuming that it's either written down or that person didn't write anything down. [silence] Now it is solid blue. And then now it just went to the flashing blue again.
03:00
Speaker 2
Okay, right now, sir. Is it solid blue now or is it still blinking red?
04:00
Speaker 1
and now flashing red. Yes. Yes, are you gonna ask about the connection? I'm not on the app right now. Would you like me to get on the app?
05:00
Speaker 2
O.K. They have the app. are you using the app sir? Can you open the app? [silence]
05:00
Speaker 1
Okay. [silence] Yes, on the, on the app, on the nodes, it says two with the exclamation point and if I click into it, it says the router and then it says the child is offline.
06:00
Speaker 2
Yes on the app, it has only one node is detected. Okay. Can you go to, on the app, sir, go to the three lines on the upper left. [silence]. And then, and then, [silence]. go, [silence]. go to (indistinct). [silence].
06:00
Speaker 1
Okay. Okay. and send the network logs. Should I put anything in the message? [silence] Okay, it says it's done.
07:00
Speaker 2
and then diagnostics.
07:00
Speaker 1
Okay. And then what am I doing there?
09:00
Speaker 2
now, when you click on the note, um can we go back to the um main page of the um app and can you go to nodes? hang on. [ silence ] okay.
09:00
Speaker 1
Okay. I just plugged it in and they're about a foot away from each other. Now you. Yes. It says it's up to date. Would you like me to give you the specific number? [silence]
12:00
Speaker 2
Mhm. Okay. And then on the app right now, on the nodes, okay, um, you can see there the parent node, which it shows online. Um, kindly tap the parent node, sir, and check what is the firmware version?
12:00
Speaker 1
All right. It is 10.0.13.216903. Yes, I got them in a two-pack in a box together. Both of them have C at the end, if that matters. I don't know.
13:00
Speaker 2
And the parent node is an MXT 0 4200, right? The light is still blinking.
13:00
Speaker 1
it just switched from yeah it just switched from the red to the blue and now it's doing this little blue blinking yes
14:00
Speaker 2
Again, this is MC 42 and 100 so seat, right? [silence]
14:00
Speaker 1
You, no. It is still, it's still flashing back and forth on blue.
15:00
Speaker 2
It's been eyes at all of you know. It's still blinking.
15:00
Speaker 1
now it's flashing red.
16:00
Speaker 2
We're on the app right now. Kylie Go back to the main menu, and then go to the three lines again on the upper left, and then go to Wi-Fi settings and then what is the name of your network? [silence]
17:00
Speaker 1
No, it's gone back to flashing blue. This is what it does is it just goes back and forth forever. Yes. No, because it's not connected. Yep.
19:00
Speaker 2
Or. Okay. So, you can just place on hold for like three to four minutes or three to five minutes. Let me just uh verify this. And on the app right now, sir, um when you go back to the number of nodes, you cannot check the firmware of the um child node, right? Oh. Okay. Okay. Just stay on the line, sir. I'll be back, okay? Thank you. [silence] hello, sir, I'm so sorry for that long hold just for a moment sir, okay
19:00
Speaker 1
Okay. I would add it using the app, but to reset it, I would have to unplug it, plug it back in, hit the reset button on the child node itself, I basically, I think I was resetting it to factory.
27:00
Speaker 2
there. [silence] What we're going to do next here is um we'll try to um reset again the child node. [silence] By the way are you sure? Um before when the child node get disconnected, you do the reset and then re add it again, right? Um did you use the app or how did you add the um child node again? sir? Using the app.
27:00
Speaker 1
Every time I would have to reconnect it, because it would get stuck in like in a cycle that it would not get out. OK, so I should be on a computer at this point. Right. Yes, so, okay. So I should, um, I should hit the reset button on the child node now, flashing red. [silence]
28:00
Speaker 2
Okay, so, so here's the thing. so I check this. We're going to do a reset again on the child node and reconnect it again back to the, add it again, not using the app that other way, like we're going to use the user interface of the parent node to add the child node back to the network. Okay, Um, after the reset, sir, so we'll do a reset again. Right now it's still blinking blue. Not yet, sir. What's the color of the light right now? Press and hold the button.
28:00
Speaker 1
Yeah. Okay, so now it's resetting because it's doing the, uh, flashing blue. It's a desktop. It is directly wired into the router. You said hit Windows. It's a Linux. It's Ubuntu is the specific version of Linux.
29:00
Speaker 2
Go to your computer. Your computer, is it a laptop or is it a desktop? Uh, okay. And is it Windows? Or is it Mac? Is it Windows computer or Mac? Uh, okay. Okay. Uh, on your computer, can we open a browser?
30:00
Speaker 1
Okay. [silence] Yeah, I'm waiting for it to load up.
31:00
Speaker 2
And then on the address bar, tap this link, HTTPS: forward slash forward slash my router dot local. Okay. So the link, again, for your, the link is HTTPS: forward slash forward slash my router dot local.
31:00
Speaker 1
[ silence ] It's saying server not found. Yes. I can open up other websites. So I have connection to the router and connection to the internet. So I'm, I don't know, is that that's what it's supposed to be to get into the router?
32:00
Speaker 2
Yes, I guess, yes, sorry, HTTPS, forward dash, forward slash, forward slash, forward Transcribe.
33:00
Speaker 1
Yeah, and. That works no problem. Why am I getting a warning when I try to access my router settings in a browser yeah. Yeah. so okay it's asking for a password.
34:00
Speaker 2
or how about let's try to um use the ip address of the router the default ip which is 192.168.1.1 is it that? uh that's okay sir. that's a browser security just click on advanced and then continue
34:00
Speaker 1
Password give me one second would that be the password for the router or the password for the network. [silence] okay it was a customer for the, uh, or it's not the password for the router, let me try again, it seems like it was trying to go through and then it went backwards and didn't. Two K, uh K H, U W G. Okay, one, [silence] It does not want to let me in. I never change the password on it, so it should just be the password that's on the bottom of the router. Uh, so I guess I'm using the recovery key to try and reset the password. So, And it is erroring when I try to put a new admin password using the recovery, um, like, 5 digits on the bottom of the router. So I cannot get into the router. Hello. It accepted the recovery key and it will not- it's erroring when I try to put a new account or a new-password-in. Yeah. Okay. I didn't put any. I have letters and capitals and numbers. I did not put a special character and it didn't tell me that that was the problem. So I will try that again. I'm sorry. Oh yeah.
35:00
Speaker 2
Okay, did it accept the recovery key, sir? [silence] Okay, the password should be like minimum of eight, ten characters, a combination of numbers, letters and special characters, at least one letter is capital or at least one special character, and but uh, we no uh [silence] repeated [silence] And but but should it passable no repetition of the characters [silence] No repetition of the characters, sir.
39:00
Speaker 1
Okay, it accepted that one. So now I'm actually in the Linksys Smart Wi-Fi tools. It is a single page and there is no option for end user license agreement. [silence]
40:00
Speaker 2
yeah okay kindly scroll down sir and then kindly scroll down then at the very bottom you can see there an option you can see there different options for one of them is end user license agreement there here did you scroll down the page
40:00
Speaker 1
There's nothing to scroll. It is just this one screen. There's a bunch of options on the left hand side and there are eight white boxes. But I don't see like there's I can't scroll because it's the whole screen. It's just the one screen. Oh, in the fine print part? [silence] Okay. Yeah, I see it in the fine print part. Yes. [silence] Yes. [silence] Yes and now it's waiting. And it whatever it did, it's done. And the C is gone.
41:00
Speaker 2
There is no option for license and you see the license agreement at where at the very at the very bottom of the page, very tiny writing. Huh, okay. Can you see there like an option CA? Can you click on CA? Uh okay, can you then uh on the left side, can you scroll up, go up and see if you see the an option there for licenses or anything about license Huh, okay, scroll down.
41:00
Speaker 1
okay okay it is I did it it's like hung up for a second and now the
42:00
Speaker 2
Click on connectivity. When you click on connectivity, click on, on the far right, you have there, um, router, uh, router setup. And then, kind of click then on add wireless child code node. Oh by the way, before that, sir, is the light on the child node is now purple? Okay. Can you click now on add wireless child node?
42:00
Speaker 1
Button is back to being clickable. The routeroured, the child node is flashing red. [silence] It just changed to a solid blue. yes it is still blue okay and then apply Yeah, link's this one five Oh six nine 192.16 eight.one.one seven three. Okay
43:00
Speaker 2
Yes. Click on, um, apply and then click okay. And then go to the troubleshooting tab again. Under devices, okay, can you see the your network child node? What is the IP address? Okay. Can you then click on diagnostics tab sir? [silence]
46:00
Speaker 1
The email address. Okay. All right, it says it has been sent. And then closed troubleshooting. Okay.
47:00
Speaker 2
and then um kindly click again um after diagnostics click on share router info then send my info uh Now, it's right. And then can you close your tab? Please. Okay. [silence] Yes. [silence] and then um
47:00
Speaker 1
Under troubleshooting? Okay. [silence] Yes. [silence] Yes. [silence] Yes. You ready?
48:00
Speaker 2
under uh troubleshooting I'm sorry small can you then click on device list sorry? I know on the main page not under troubleshooting the close troubleshooting under device list can you see there um under my network? You have there the link says zero um sorry one five zero six nine correct. Okay um when you click on the eye icon does it shows what's the current firmware version? What's the current firmware version?
48:00
Speaker 1
1.0.13.216903. It says up to date.
49:00
Speaker 2
Okay, so can I please you on hold for another 3 to 5 minutes while I'm going to check something here. Okay. Thank you. Hello sir, thank you for patiently waiting. I apologize for that long hold. Okay sir, they have um, on the app right now, um, we are going to um, like um, disable something on the app to, for part of um, like isolating a user. Um, sorry. Um, yes, on the app. Okay, hold on. Just a moment, sir.
51:00
Speaker 1
Yes. Okay. [silence] Uh, nodes, automatic firmware update, change router password and hint, time zone, IP details, HomeKit integration, diagnostics, schedule restart, and then restart network.
62:00
Speaker 2
Okay. Sir? On the app, kindly click on the three lines and kindly go to network administration. And then network administration, sir. Okay, what are the options that you have? Okay. [silence] Okay.
62:00
Speaker 1
It's just a toggle either on or off. It already was off. It never was on. I don't have any Apple anything. Yeah, I have Apple nothing here. [silence]
63:00
Speaker 2
Under HomeKit Integration, sir? Can you open it? Allison enough. Can you turn it off? It's off already. Okay. [silence] Okay, can I go back to the main menu user of the app? Okay, so since we like added again the the the child node back to the network using the user interface of the parent node. Okay. What we're going to do here, sir, is we're going to like observe the child node again. Is it okay, sir, if we um like put this child node right now on the same location like it's around um just -28 RSSI from the parent node to observe if it it will disconnect um from the parent node, even though it's um like in it's on the [ silence].
63:00
Speaker 1
Yeah, you just want me to leave it in the same room for however long? Okay. Uh, how long should I wait for that? Okay. [silence] Uh, the only other place that could be [silence]
65:00
Speaker 2
Same location to like, to like uh, observe it? Yes, sir. Um, maybe a day or two, if that's okay. Mm-hmm. If to check if um, it will disconnect. Then if it will not disconnect, sir, then we may relocate this one. Um, it's you can relocate it where it was um its original location. If it encounter problems again on the uh, same location, uh where it was, um, we recommended passable if it will be like it can be relocated, okay. Okay.
65:00
Speaker 1
So I explain this to the other person. Um, cuz they I don't know if you've got the connection from last time I called, where it said that it was a fairly strong connection. But if I move it to one room closer, it's those so the where the where the parent is and where the child is, there is one room in between. So it's like room one, room two, room three. Room two is a bathroom. So, the the only closer room it could be in would be the same room or a bathroom, which it's not going to be in a bathroom. [silence] but like I said, according to the person I had talked to the first time, they said that the connection should not be an issue from where it was prior because they I don't remember what the exact number was, but it was like I think negative 30 or something. It was pretty it was a pretty good connection. Negative 56. Okay.
66:00
Speaker 2
Okay. It shows it here. It's negative 56. It's still on a good connection, yes. Okay. So, just like to further isolate and observe it. Sure. If there's really something wrong with the child node, why is it keeps disconnecting? If possible on the same location with the parent node. Okay? Let's check if it has encounter the same problem. Based on your record here, you called, um, like nine days ago. no? and that's all time after it disconnects so just observe maybe a day or two sir or if possible more than that um check if it will disconnect um uh private note okay I'll just update your record here okay same thing if you um give us a call just use your phone number okay okay Okay. you just observe again and observe if it is on the same location all right um yes sir Okay. Okay. So thank you for um just give us a call then sir and give us a feedback okay
67:00
Speaker 1
All right, sounds good. Nope, that's it. Goodbye.
69:00
Speaker 2
Okay, all right. So, um, is there anything else, sir? Okay, you're welcome, sir. Thank you for calling Linksys. This is Carla. Goodbye for now. [silence]
69:00