V2 Rubric Detail — bff3649a-6b71-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 23:59
Duration
29m 59s
Contact
Scott Lee
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133998
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Child node lost connection to network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance by stating the 5-press method requires the child node to be blue, contradicting KB documentation which specifies the method is initiated on the parent node to pair a child in setup state (solid blue/purple). This is a case-derailing instruction that could prevent successful pairing in future attempts.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall0.0% (-56.0)

V2 Grader Summary

While the node was restored to solid white and the immediate issue appeared resolved, the agent provided materially incorrect technical guidance about the 5-press method, stating it can only be used when the child node is blue — which contradicts official KB documentation. This critical inaccuracy triggers an auto-zero despite apparent resolution, as it risks recurrence and misinforms the customer on proper procedure.

V1 Case Analysis

Customer reported a solid-red LED on one of three Velop MX6200 nodes. Agent advised moving the node near the parent, performing a hard reset (20-second press), and incorrectly instructed the 5-press method (not valid for MX6200). Node returned to solid white, indicating reconnection. Issue appears resolved but guidance contained critical inaccuracies.

Troubleshooting Steps
  • Verified serial number of the problematic node (58W10M2AG01993).
  • Advised moving the node closer to the parent node (~10 ft).
  • Guided the customer through a hard reset (20-second press).
  • Incorrectly instructed use of 5-press method on parent node (not applicable to MX6200).
Key Observations
  • Agent incorrectly applied the 5-press method, which is not valid for MX6200 (Intelligent Mesh); this method is only for Cognitive Mesh devices without a dedicated Pair button (e.g., SPNM60, LN11xx).
  • Agent misinterpreted LED colors: claimed solid blue means 'ready for setup' on a system where solid white indicates online status (per led_mesh_system_identifier.md).
  • Agent failed to confirm the model number early, leading to incorrect technical guidance.
  • Despite inaccuracies, the hard reset resolved the issue, and the customer restored connectivity.
Positive Highlights
  • Accurately collected the serial number (58W10M2AG01993) from the customer (transcript [02:00]).
  • Correctly identified the issue as a disconnected child node and advised relocating it near the parent node (transcript [05:00], [08:00]).
  • Guided the customer through a proper hard reset (20-second press) which resolved the issue (transcript [13:00]).
  • Confirmed the node returned to solid white, indicating successful reconnection (transcript [27:00]).
  • Provided clear closure and allowed the customer to take notes for future reference (transcript [29:00]).
Agent Errors / Gaps
  • Provided 5-press reset guidance that is not applicable to the customer's MX6200 (Intelligent Mesh) system — this method is only for Cognitive Mesh devices without a Pair button (per universal_mesh_pairing.md).
  • Misstated LED color meanings: claimed solid blue means 'ready for setup' on a device where solid white indicates online status, directly contradicting the KB (led_mesh_system_identifier.md).
  • Failed to verify the exact model number before giving model-specific instructions, leading to incorrect troubleshooting steps.
  • Did not correct the customer when they repeated the incorrect 5-press instruction, allowing propagation of wrong information.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
The node successfully changed from solid red to solid white, and the agent confirmed it was reconnected to the network ('we added the child node back to the network'). The issue was resolved during the call.
R2 Met Diagnostic thoroughness conf 96%
Agent guided the customer through moving the node close to the parent, performing a 20-second factory reset, and using the 5-press method on the parent node — all logical, sequential steps that directly addressed the red LED symptom.
R3 Met Correct resolution path conf 95%
Agent correctly pursued a full troubleshooting path (reset and re-pair) regardless of warranty status, which aligns with the expectation to provide best-effort support even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the red LED and initiated reset steps, but did not ask diagnostic questions about firmware, interference, or prior changes; root cause (e.g., firmware mismatch, backhaul issue) was not determined — only a procedural fix applied.
T2 Met Appropriate tools / resources used conf 93%
No external tools (e.g., remote access, logs) were available or necessary; the agent used correct procedural knowledge (reset, 5-press) appropriate to the hardware-level node issue.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the 5-press method can only be used when the child node is blue. KB states 5-press is performed on the *parent* to add a child in setup state (solid blue/purple), not based on the child’s current color. This misrepresents the procedure and could mislead the customer.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent generally maintained control but had a confusing moment at 07:00 ('Okay, bye') while the customer was still troubleshooting, creating a brief loss of continuity.
C2 Met Confirmed understanding conf 94%
Agent used clear, simple language, confirmed understanding, and adapted to the customer’s pace, especially during the reset and 5-press steps.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case from start to finish, performed all troubleshooting steps, and did not transfer or abandon the call.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps (reset node, use 5-press on parent, wait for solid white) and confirmed successful outcome; no follow-up was needed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact for this issue; no prior case history existed to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was needed, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation and thanked the customer for patience, but did not acknowledge the frustration of recurring node failures or repeated support contacts.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s conversational pace, repeated instructions clearly, and maintained engagement throughout the troubleshooting process.
X3 Met Overall experience conf 93%
Agent minimized customer effort by guiding real-time actions, avoiding repetition, and not requiring unnecessary steps or information.
Call Transcript52 turns · 55 lines
Speaker 1
I have a Linux 6E router and I have three towers and my third tower continues to go red on me see, so the other two are the other two are.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Skylar. How may I help you? [silence] Okay. [silence]
00:00
Speaker 1
define. three nodes yeah. does it have a I have a serial number for do you want that specific serial number for that node? okay so the serial number I have I have for each one has their own serial number I have a serial number written. oh okay let me go up there and get it then. okay.
01:00
Speaker 2
So, you've got a total of three nodes, right? Okay. Is there a modal number of that nonworking device that's blinking red or the one that's not working? Yes, sir. Each device, each device has a serial number.
01:00
Speaker 1
Okay, I'm turning it over. Okay. 5, 8W, 1, 0, m, 2, a, g, 0, 1-9-9-3.
02:00
Speaker 2
Okay, let me just check if I got it correctly, okay? that is 5 8 W for William 1 0 M for Mary and then 2 and then A for Apple and then is it D for David? and then 0 1
02:00
Speaker 1
That's correct, man. uh, model number Amazon Mary, Xs and X-ray, 6, 2, 00. Uh, hold on. Let me it's not blinking. It's just a stable. It's it's just red. It's not blinking. Yeah. That's correct. Hold on. Let me, hold on. Hold on. I have to flip it over again. Go ahead. By, they
03:00
Speaker 2
Um. 993. Okay. And how about the model number? this is the one. Uh. It has a blinking red. Correct? Just read. Okay. This is not the parent knows or this is one of the child knows right. Okay. Uh. Again, let me double check again this rail number, that's 58 W4 William 10. uh.
03:00
Speaker 1
That's correct. Since 2024. Let me see. Let me check my let me check my hold on. Let me check my book. August 2024. Uh no I just have the month of August 2024. All right.
04:00
Speaker 2
how long you had this router? This node? Okay, any uh okay. And any date, sir? If you have any uh notes. Okay, i'll just put any date, okay? I'll just put August 1. And then, um, the parent node, sir, is it the same model number? Or you,
04:00
Speaker 1
Well, it should be the same one if I bought them all together, right? Or - yes, I have three nos. That is correct. It's - they're both are white. I've called Linksys in the past, but it's been a - it's been a
05:00
Speaker 2
has a different model number. Mm-hmm. Okay. Okay. And again, only, um you've got a total of three nodes. And then only this node is, um has a solid red, correct. Okay. The other three, the other two has blue, um color or it could be white. Okay. So it is a possibility that this node is disconnected from the network. That's why it has a red, um light. So, uh we are going to, um sort of bring this node near to the parent node. Okay? And, better to, um, have your code lengths before or this is the first time? Okay. Can I have your phone number?
05:00
Speaker 1
626... -five three three-seven nine-eight- 0. That's correct. Yes. Okay we gotta unplug it and take it downstairs
06:00
Speaker 2
Okay. Okay. And have your phone number. Mm-hmm. Mm-hmm. Okay, thank you. Okay. Mm-hmm. Alright, I was able to pull up a record here. Um, your, uh, it's under Mr. Scott Lee and email address liemford@a charter.net. Okay. So, right now, sir, to proceed with the troubleshooting, we need to bring this, um, device, uh, this node, near the parent node.
06:00
Speaker 1
Okay. Hold on. I've got to be able to squeeze in, in the back of my cabinet here. So stand by. Okay, I have a disconnected
07:00
Speaker 2
Yes, sir. Okay, bye.
07:00
Speaker 1
Yeah. Let me, uh, stand up and, and get it, go downstairs. Okay, I'm going downstairs. Uh, Now, how close does it need to be to the parent mode? Oh, 10 feet. Okay. I'm trying to, okay, I'm downstairs. Let me Okay. Let me see.
08:00
Speaker 2
And we'll bring it about near to the parrot. Like, maybe around, um, 10 ft, but it is would be okay. Or it could be less than 10 feet. Yes. Or it could be less than 10 uh or it could be less than 10 feet.
08:00
Speaker 1
okay I got up lugg and the yeah it's blinking it's blinking out blue light
09:00
Speaker 2
All right. Let's wait for like a minute or two. To fully put up this node. Okay. Not . And your first and last name, domain.com.
09:00
Speaker 1
It is still blinking.
10:00
Speaker 2
Okay, it's still blinking.
10:00
Speaker 1
All right. Now it's turned white, but in the past it changes to red, but we'll see what happens. Now, now it's turned red. It's not blinking, it's just red. [silence] Hello? Hello? [silence] No, bro. Okay. Yeah, it's solid wrapped now. Okay. So do I[silence] what do I do?
11:00
Speaker 2
Okay, yes you are salient. You're sorry for that. It's, um from from white to red. Okay. So it seems like the the node right now, sir, it got disconnected from the network. So what we're going to do here is we'll reset the node. Okay, and then we're going to add it again back to the network. Okay? Okay. Um, on the non-working node, the one that has solid red. Okay. Um, um let's just go and click reset. Okay. Then go to Add to network.
12:00
Speaker 1
[silence] Yes, I see it. Okay. Okay. How long should I hold it? Okay. Are you going to count it for me? Okay. Okay. I'm holding it now. I release.
13:00
Speaker 2
At the bottom, there's a reset button, right? Okay. You can press it with your finger, that's OK. But if you are having problem pressing it, you can use a pointed pen or a pointed object. Okay? Press and hold, hold it down for 20 seconds. Yes, let me know so that I can set my timer. All right, thank you so much for your time. And this is Ashley again, calling. Okay. All right, please release the reset button.
13:00
Speaker 1
It turned, it turned blue. Okay. It is blinking blue. All right.
14:00
Speaker 2
Yes, it's way, that will um, boot up as well, so let's wait for another minute or two. Is it still blinking? Let's wait until it turns solid blue.
14:00
Speaker 1
What would cause you to lose your network? [silence] No, not at all. Haven't done anything. [silence] It has just turned solid blue. [silence] Uh, I haven't. Wait, hold on. Yeah, I have the - I have the device here. Here you go. Uh oh, I can't see it. It is - can you go to normal? Let me see. Let me.
15:00
Speaker 2
[silence] Not really sure. So it could be possible the location or could be um there's some uh the channel on the um settings on the parent node. By the way, uh was there any changes on the uh parent node? Mhm. Oh right now it's it's solid blue or still blinking? Okay. So we're going to add this one back to the network sir. Um, to add this um child node back to the network, we are going to use our fiber
15:00
Speaker 1
Okay, I'm lifting up the parent node. Okay. Okay. Okay, five times. Five times to reset it. Okay, here we go. One, two, three, four, five. I did it? The parent node is blinking now, white.
16:00
Speaker 2
Okay. So the five press setup is like we are pressing the reset button of the parent node five times within five seconds. So it's like press release, press release, on the reset button of the parent node. So five times within five seconds, okay? Uh huh. Then five times within five seconds, not too fast, not too slow. So, yes. Five times. Yes. Okay. Five times. Uh huh. What's the is the light the child mode? Is it like responding? Okay. Uh huh.
16:00
Speaker 1
The, the node that was having your problem is blinking blue.
17:00
Speaker 2
Okay, let's wait for that. It's kind of responding. Silence. Silence.
17:00
Speaker 1
Yeah, they're both still blinking white.
18:00
Speaker 2
Okay, it's blinking, right?
18:00
Speaker 1
Okay. The one that had problems is a solid white now. but the parent node is blinking white. [silence]
19:00
Speaker 2
you know okay let's just wait till and turn solid white
20:00
Speaker 1
It is just, is still, now it's solid white. Okay, so, to repeat what you, what we did, we brought down the troubled node down to the, to the main node. And before we click five times on the, on the parent node, five times within five seconds, what color was the button had to be blue? Table blue before? Table blue.
21:00
Speaker 2
okay, is it solid north water or is it still blinking? Okay, so on the child node right now, sir. Let's wait for another minute. If it will stay solid white and after that we can after a minute, we can then relocate it back to the location to the other area of the house. yes. So it should be blue. Yes. Yes. Because yes, here's the thing. If it is white, that means it's connected to the network and it has internet. Word connected to the network and it has internet.
21:00
Speaker 1
[silence] Okay [silence] Okay. [silence] So could I do that myself then if it's if it's blue or red? I can do the reset by hitting it five times?
22:00
Speaker 2
Well, if it is blue, that's an indication that the node is ready for setup. It's no configuration, no setup on saved on that node. If it is red, it's either blinking red or solid red, that means it's disconnected from the network. Um, ooh. Yeah, sir, you can do that as long that's on if it is, what we call this one, if it is the child node. You can reset the child if it's in red, or you can just try to do power cycle first. Okay? Now, turn off the node first. Then if it's still the same after turning it off, it won't reconnect, then this is time that you can do the reset then add it again back. [silence] Oh! Um, yeah, sir. You can do that as long that's on if it is, a, what we call this one, if it is the child note. You can reset the child if it's in red and then, or you can just try to do power cycle first. Yeah, power cycle. Okay. Now, turn off the node first, then if it's still the same after turning it off, it won't reconnect, then this is time that you can do the reset and add it again back.
22:00
Speaker 1
so I can reset I can do I can do the five does it have to be blue or can it be red and reset it? it has to be blue only if if it's blue okay alright we're going upstairs
23:00
Speaker 2
Right so. yeah, it should be Blues or no if it is red. Yeah, it should be blue. That's the only time that you can use the five press. But if it is red, no, you's yes, you cannot do it if it is in red. gotta write it's really more than a minute already. And it's in white. Correct. Uh yes, just you can unplug it. And we can bring it on upstairs.
23:00
Speaker 1
Okay. Okay, I'm going to plug it in now. O.K. plugged it in. It's blue. O.k. [silence]
24:00
Speaker 2
Okay, let's just wait like a same thing a minute or two to fully boot up the node. Again, um, let me take a check. Can I really do that? We cannot find the recording. I'm using your phone. So let me create a recording. Let's go into here and give this a listen.
25:00
Speaker 1
Okay, now it's turned a stable white. Okay.
27:00
Speaker 2
it's white, so let's just observe it for another minute just to make sure that it will stay in white. [silence]
27:00
Speaker 1
Yes, L. E. E. S, as in Sam, the number four, yes, at charter.net. It is, it is a, yes, it's a stable white. [silence]
28:00
Speaker 2
can you tell me if that is correct to the w h w zero one okay this is thanks white okay good so basically what we do here is we just um added the um child node back to the network first as we do the reset so that it will set back to default and then we're just running deploy i just have my vpn turned off here
28:00
Speaker 1
Yeah. No, what I'll do, I'll write myself a notation and on a on a sticky note and put it on this note here in case it happens again. I can I can do it myself, providing that the baby one is the blue stable before I hit reset five times within five seconds. What five times within five seconds? Yeah. Yeah. Okay. Well, thank you for your assistance. I do appreciate it. I Okay. I thank you. You too. Bye bye.
29:00
Speaker 2
but we added a 2.5 press. Okay, so is there anything else, sir? Yes, sir. Yes, sir. you're welcome, sir. And thank you also for patiently cooperating with trouble shooting. If you want to know more other Linksys devices and updates, you can check our website and that is support.linksys.com. You're welcome, sir. So thank you. Have a good day. Goodbye.
29:00