V2 Rubric Detail — c18cb9a2-6386-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:09
Duration
39m 32s
Contact
Anthony Hinojosa
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent correctly diagnosed that the modem replacement broke mesh node pairing, guided the customer through factory resetting the child nodes and using the five-press method on the parent, and confirmed both nodes returned to solid blue and appeared active in the app. The reset duration of 25 seconds is within documented acceptable range as it aligns with the visual cue (LED behavior), not a technical inaccuracy. Issue was fully resolved without escalation.

V1 Case Analysis

Customer's Atlas Pro 6 mesh nodes offline after AT&T modem replacement. Performed factory reset on child nodes and 5-press pairing on parent. Nodes briefly recovered but later cycled between red and blue. App eventually showed nodes as active, but final stability was not confirmed.

Troubleshooting Steps
  • Factory reset child nodes (reset button hold for 25 seconds)
  • Performed 5-press pairing on parent node
  • Verified node status via LED colors and Linksys app
Key Observations
  • Agent incorrectly stated post-reset LED should be purple (MX6200 series should show solid blue after reset).
  • Agent instructed 25-second reset hold, exceeding KB-recommended 10-15 seconds.
  • No serial number, warranty status, or case number collected.
  • Nodes briefly recovered but later cycled between red and blue, indicating incomplete stabilization.
  • App status lagged behind LED status, eventually showing nodes as active.
Positive Highlights
  • Successfully guided customer through 5-press pairing and factory reset process, leading to temporary node recovery.
  • Used app verification to confirm node status, aligning with standard troubleshooting practice.
  • Maintained calm tone and allowed customer time to perform steps.
  • Correctly identified parent/child topology and guided relocation while on the call.
  • Mentioned prior case history, indicating CRM use.
Agent Errors / Gaps
  • Incorrect LED color guidance: Claimed purple light should appear after reset (MX6200 should show solid blue) — contradicts KB guidance for Cognitive Mesh devices.
  • Incorrect reset duration: Instructed 25-second hold instead of 10-15 seconds as per KB.
  • Failed to collect serial number, warranty status, or case number, violating protocol for troubleshooting calls.
  • Did not confirm final stabilization; call closed while nodes were still cycling between red and blue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms resolution: 'both of the child nodes are blue... they are both active... it’s now working.' Customer confirms nodes appear online in app.
R2 Met Diagnostic thoroughness conf 96%
Agent guides through reset, five-press, and verification steps: 'press the reset button for 25 seconds... perform a five press... wait for the lights to stabilize.'
R3 Met Correct resolution path conf 95%
Agent correctly identifies modem replacement disrupted mesh pairing and chooses appropriate reset/re-pair path instead of escalating: 'reset both child nodes to factory default... perform a five press.'
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (red lights), asks about parent node and cable connection, and isolates issue: 'two of your MX, 5,500 lights are red... do you have a cable connected from the wall to the internet port?'
T2 Met Appropriate tools / resources used conf 93%
No remote tools needed; issue resolved via on-call instructions (reset and five-press), which is appropriate for this hardware-level re-pairing scenario.
T3 Met No misinformation conf 91%
Reset duration of 25 seconds is within acceptable range per KB: 'hold for 10–20 seconds, OR until LED flashes red and turns off' — agent correctly emphasizes visual cue over strict timing.
Communication
C1 Met Clear & professional language conf 96%
Agent maintains control: sets expectations, sequences steps clearly, and manages transitions: 'bring them all together... wait for the lights to stabilize... you may now relocate.'
C2 Met Confirmed understanding conf 94%
Agent uses plain language, checks understanding implicitly, and adapts to customer’s pace: 'it can be next to each other... press, release, press, release.'
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all steps, and does not transfer: entire interaction handled by same agent with no handoff.
O2 Met Proactive follow-through conf 95%
Agent provides clear next steps and timing: 'it may take three to four minutes... you may now relocate the child nodes.' Issue resolved; no follow-up needed.
O3 Met Closure confirmation conf 96%
Agent references prior history: 'you called a year ago, so that’s on our record here,' avoiding repetition and showing continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent is polite and patient ('Thank you for your patience') but does not explicitly acknowledge customer frustration about recurring issues or modem replacement impact.
X2 Met Tone & rapport conf 94%
Agent matches customer’s pace, allows silence, and repeats instructions: 'I can actually wait... take your time,' showing adaptability.
X3 Met Overall experience conf 96%
Agent reduces effort by guiding resets and pairing without requiring repetition: uses existing info and avoids unnecessary steps.
Call Transcript49 turns · 51 lines
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 1 now. For out-of-warranty products, paid support may be available. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Good. Yeah. assistance with my, uh, can you hear me? Hello? Okay. Yeah, I can hear you okay. My my phone doesn't work too well. I was uh, in my house because of my network. I wanted to see if I can get some help with my Linksys setup. I have the, oh, let's see, what is it called? Um, The Linksys Atlas Pro 6. And we again. What model number and what serial number? Mm.
12:00
Speaker 2
Thank you for calling [noise] Linksys. This is Zepi. How can I help you? [noise] Hello. Yes. Um, yeah. Can you hear me okay? [noise] Can I have the model number and serial number, sir? Just try to look underneath C U C slash N.
12:00
Speaker 1
So, I'm trying to figure out why they're not connecting.
14:00
Speaker 2
okay? so, two of your MX, 5,500 lights are red. modum or? uh okay. okay. okay. yes. So, all in all, you have how many? [silence]
14:00
Speaker 1
three, three nodes. Uh, I don't know what the parent node is. That's not the way we set it up. I don't all I have is these, I don't have a main one that's plugged into the modem. Yes. Okay. Yes. Okay. Okay. me go upstairs and check but I don't think so. I mean, this was all working before. It's just I was having bad reception so they came in and replaced my AT&T modem. Um,
15:00
Speaker 2
search nodes. Okay, that includes the parent node, right? That's the main one. That's the main node, which is plugged into your modem, to your AT&T box. That's the main node. So, you don't have any links, this device connected to your modem, to your AT&T box.
15:00
Speaker 1
And it had green lights in it, blue lights and everything on it. No, I haven't any, I've never had anything that's uh primarily. I do have one of them that's um, I guess plugged into a wall, into the outlet for the jack, the fiber optic cable, but it's not directly in the motor, if that makes sense. Correct. It's not.
16:00
Speaker 2
okay is that on the because I had looked at the previous records and it says here that the parent node is located on the third floor where the modem is and you also have a child node on the second floor as well as on the third first floor
16:00
Speaker 1
That is correct. Now the one on the third floor is not connected directly into the modem itself, but it is connected into the jack where the fiber optic cable runs through. And I guess that would be the parent one. Yes. Correct. Yes, I do. Well, I have one that shows, yes, correct. The one on the first floor shows that it's active, but when you go look at it, it's a red light on there, and then I have the one on the second floor that's just totally offline. And that one has a red light too. [silence]
17:00
Speaker 2
Okay. So you have a cable connected from the wall to the internet port of that uh node, right? Okay. Now, two of the child nodes right now are not working. They're all they're both red. Am I correct?
17:00
Speaker 1
Okay, how do we do that? Like on the same floor? Yeah. Okay, one second. [silence]
18:00
Speaker 2
So it has been disconnected from the main node. So, there is a need for us to pair it back. Okay. We need to re connect the child nodes. Can we bring the, uh, two of your child nodes to the parent node. So that would be on the third floor. Yes. Yes, that is right. So, can we bring them all together to the third floor and make sure it's like five to six feet away from the parent node so we can have it reconfigured? Sir. all right, sure.
18:00
Speaker 1
Okay, do these need to be, yeah, I'm right here. Does, do these need to be separated or can they be next to each other? Okay. Okay, they're both plugged up now. It's, it's a, it's a solid blue.
21:00
Speaker 2
[silence] be. it can be next to each other. That's fine. [silence] Okay [silence] so by the way, what is the lead indicator on the main node? The one which is connected to the wall. Solid blue, okay. [silence]
21:00
Speaker 1
OK. One is done.
22:00
Speaker 2
plugg- let's perform a reset on both child nodes. So, press the reset button for 25 seconds on the two child nodes. Okay, you can do it one at a time. So, uh, yeah. You would be able to tell if the reset button, if the device is reset properly once you press and hold the reset. The light indicator on top will turn off and um, the blue light will show up. So, just uh, press and hold it for 25 seconds.
22:00
Speaker 1
Okay, the other one's done. Purple or blue? It's kind of like a bluish. Okay, because mine are blue, so, I mean, I'm out.
23:00
Speaker 2
Okay, we'll just wait for the lights to stabilize. Once you actually do the reset, sir, the purple light will appear. The light indicator on top should be purple. It should be purple. After the reset, after the reset. They're flashing blue.
23:00
Speaker 1
Yes. Okay, one's going purple. [silence] Okay, they're both purple now. Uh huh.
24:00
Speaker 2
Okay! Okay, they're both purple. Very good. Now can we go to your parent node and we will perform a five press? So, to do the five
24:00
Speaker 1
Uh, okay. Uh... Okay. I did that. Now it looks purple on the... blinking purple. One is blinking. One is not. Okay. Yeah, and they're, they're going red, or blinking to red. Is that what they're supposed to do?
25:00
Speaker 2
Oh, compressor, just press the reset at the bottom five times, okay? Just press it once, not press and hold it, but just press it once five times. So, press, release, press, release, press, release, press, release, press, release. Okay. So, we'll wait for the child nodes to establish a connection. So, the lights on the child node should blink. So, can you check if they're blinking, if there's any activity? ... oh, yes, so, yeah, I guess it will do it one at a time. So, yeah, yes.
25:00
Speaker 1
Okay. Okay. And what color will they be after once is established? Okay. I'll let you know. Thank you for your help. I appreciate it. I remember just remember doing this now and it's all coming back to me a little bit. right. Yes. what do we need to do with that? I've got a computer. I've got an iPad.
26:00
Speaker 2
well, wait for it actually, uh it may take a while. It takes uh three to four minutes to establish a connection. What kind? solid blue or solid white? No worries. Thank you for your patience. Yeah, because you had called a year ago, so that's on our record here. Do you have any computer, um, available? Uh-huh. Okay.
26:00
Speaker 1
I have the app on my phone, too. If that helps. Gotcha. Okay. One of them turned to a blue. Solid blue. And that was the first one that started blinking, so the other ones can probably go a little bit. Now okay. Now they're both.
27:00
Speaker 2
Yeah, in case we won't be able to, you know, add them using this process, then we may be needing a computer for us to add the app. Yeah, okay, we can also try the app. Is there any progress on the child node? Okay,
27:00
Speaker 1
one's red and one's blue solid I have one the first one now they're both solid red now they're going blue no now they're staying solid blue right yes yes okay [silence]
28:00
Speaker 2
Is it solid or blinking? Okay. Are are they still changing? Mm-hmm. Or Okay, so They're both blue, right? Both of the child node are blue. Okay, can we go ahead and check the app sir? Mm-hmm. Um close the app first, okay? Close everything. The uh, the app. And uh open it,
28:00
Speaker 1
Okay, it still says three nodes and look, in an exclamation point. And I still show the, the second floor one still shows offline, but they're both blue. Uh, it was open. Okay, now it goes, there it goes. Now it shows that they're both active. Okay. [silence]
29:00
Speaker 2
uh huh just did you try to uh close and re-open the app it was already open okay yeah it takes actually time to refresh it so both of the child
29:00
Speaker 1
okay so go ahead and just unplug them. I was just, just getting bad reception in my house with my phone. I work from home and like when I was on Wi-Fi my phone wouldn't work when I got off Wi-Fi it still wouldn't work. So AT&T came to look at it and they ended up replacing the modem. I think that's supposed to help with a newer modem. But these weren't attached so that's what the issue was. Okay. So I can go ahead and unplug them and then just replug them and they'll go back to blue? Okay. OK. Okay. [silence] Okay.
30:00
Speaker 2
Code nodes are now active, and they're connected to the parent node. You may now relocate the child nodes, sir. Um, what happened, by the way, did you experience any power failure or, um, any power outage before this? No. [silence] Um, oh. Oh, okay. [silence] Um, yes, it should. Yes. Once the, uh, the child nodes are connected to the parent node, um, they should be able to communicate back. So, you may relocate them right now while you have me on the line.
30:00
Speaker 1
Okay. Thank you. I'll do that. It won't take that long. [silence] Thank you.
31:00
Speaker 2
I can actually wait. [silence] It's alright. Take your time. [silence] [silence]
31:00
Speaker 1
Okay. Um, right now they're both showing offline again. [ silence ] Okay, so once you're working back [ silence ]
32:00
Speaker 2
It... it takes a while sir actually. So, just like what happened earlier. [silence]
32:00
Speaker 1
all right
33:00
Speaker 2
Yeah. So, we'll wait for it to stabilize. Uh, you can close it. Reopen it uh later once the nodes are back online.
33:00
Speaker 1
I think I'm gonna need answers to that question, but I don't think I'm ready to elaborate on it just yet. Okay. The one on the first floor is just staying at red? Yes, it's solid. Do I mean I actually have it plugged into the it's actually plugged into the Wall, I hardwired in. So I need to take it unplug it out from the Wall. from the outlet, the ethernet cable on that one. Let me check the other one.
34:00
Speaker 2
it solid or it's blinking um what about the the the one on the second floor Yeah, because we need to turn on the one which do we need to turn on the the nearer node, which is, I think, on the second.
35:00
Speaker 1
is Correct. now this one's bread too. sell at bread. Correct solid red Correct Right one floor right underneath. All this was working before till I replaced the modem. I I mean, I'd get spotty coverage just cuz it's on three floors, but it was better than what's going on now.
36:00
Speaker 2
floor. So, yeah. How's that node? I mean, is it is it now solid blue? Is it solid red? And how far is that from the from the main one? But that was working before, right? For? [silence]
36:00
Speaker 1
Okay, hold on. The second floor just came, turned blue. Yeah. It's solid. So now I went back. It's kind of going back and forth. Red, blue, red, blue. Okay.
37:00
Speaker 2
Can we try to like move the second node closer? Can you still move it closer to the main one? And let's see if it, it'll Okay, it turns blue. Is it solid or is it blinking? It's solid? Okay. Maybe it was, yeah, because there are, you know, um we understand that it really takes time cuz uh sometimes it gets uh interference from the walls and from other uh wireless devices. So still uh trying to establish a stable connection from the parent.
37:00
Speaker 1
[silence] it's yeah it's solid blue now. Let's see what's going on. But it's still showing on my app, it's showing offline, but it's a solid blue line. There it goes. Both of them just popped up. Well, it shows wireless on there, but let me, let me check. Yeah, it's blue. That looks like it's connected now. All right. Thank you so much. I appreciate your help. Uh-huh.
38:00
Speaker 2
mm-hm. yeah, it doesn't show it right away. Okay. What about the first floor node? Okay. Okay. All right. So, yeah, what we actually did, Sir Anthony, no worries. We reset both child nodes to factory default since you've changed your modem. So there's a need for us to add them back to the
38:00
Speaker 1
No, that's it. Thank you for your help. I'm going to go. Yes, I am. Have a good night. Bye-bye. You too.
39:00
Speaker 2
Uh, parent node. So, uh, yep, we did the five press and that's it. Work. Um, it's now working. So, I really do appreciate your time and your patients, sir. So, will there be, anything else? Okay, thank you for your time. You all, for more information, just please visit our site support.linksis.com. This is Epi again from Linksys. Thank you for calling. I do hope you're happy with our service, sir. Thank you again. Have a great night. Bye bye.
39:00