V2 Rubric Detail — c3c88abc-6f1a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:46
Duration
27m 22s
Contact
Julie Francis
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00122773
Support Country
Other / Unmapped
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE Reconfiguration
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall61.5% (+5.5)

V2 Grader Summary

The agent correctly diagnosed weak signal as the likely cause and took ownership by offering follow-up instructions. However, they provided materially incorrect LED information and failed to complete or verify the fix, resulting in a partial resolution. No escalation was warranted, and no critical failures occurred.

V1 Case Analysis

Customer reports upstairs MX6200 node showing white LED and -73 dBm signal, no internet on phone. Agent incorrectly stated solid blue means disconnected and solid white means connected. Advised moving node closer and re-adding it. Offered email guide. Warranty expired; paid support offered.

Troubleshooting Steps
  • Collected serial number and confirmed model (MX6200).
  • Identified node locations via the Linksys app.
  • Checked signal strength (-73 dBm) and LED status.
  • Advised moving the node closer to improve RSSI.
  • Suggested toggling Wi‑Fi on the phone and re‑adding the node.
  • Offered email guide and video tutorial for node re‑addition.
Key Observations
  • Agent incorrectly stated that solid blue LED means disconnected and solid white means connected — this is the opposite of the correct behavior per KB (led_cog_mesh_group_a.md).
  • Agent made an irrelevant and confusing statement '6,200,000' at [03:00] with no explanation.
  • Long silences and lack of control reduced efficiency.
  • Warranty status was correctly identified and communicated, and a paid-support option was offered after expiration.
Positive Highlights
  • Collected serial number and confirmed model (MX6200).
  • Correctly identified weak signal strength (-73 dBm) as a potential issue and advised moving the node closer.
  • Provided a self-help path (email guide, video) after warranty was found to be expired.
  • Correctly communicated warranty expiration and offered paid support as an option.
Agent Errors / Gaps
  • Incorrect interpretation of LED colors: claimed solid blue means disconnected and solid white means connected — contradicts KB (led_cog_mesh_group_a.md) which states solid white = online/healthy.
  • Made an irrelevant and confusing statement '6,200,000' at [03:00] with no context or follow-up.
  • Failed to verify whether the suggested steps actually resolved the issue before ending the call.
  • Misidentified the problematic node: incorrectly claimed the living room node (solid blue) was disconnected when the app showed it connected and the upstairs node (white LED, -73 dBm) was the actual issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the child node was re-added or that internet connectivity was restored; only offered to send an email guide without completing the fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent gathered signal strength and location data and suggested moving the node closer, but did not guide the customer through a full add-node process (e.g., 5-press or app-based pairing) to complete resolution.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device was out-of-warranty and offered options including best-effort troubleshooting via email, but prematurely introduced paid support before exhausting all free L1 actions like guiding the add-node step live.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (solid blue/red lights, -73 dBm signal), asked about node placement and ISP, and logically concluded weak signal due to distance was the likely cause.
T2 Met Appropriate tools / resources used conf 95%
Agent used the customer’s app-reported signal strength (-73 dBm) as valid diagnostic evidence; no additional tools were required for this scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that solid blue means disconnected and implied white means not connected, contradicting the official LED guide: solid white = online/healthy, solid blue = online on some models, but MX6200 uses white for normal operation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction but had multiple long silences, abrupt shifts (e.g., warranty check), and failed to set a clear agenda or maintain consistent control.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite language but repeatedly misaddressed the customer as 'mom' despite knowing her name, and did not confirm understanding after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took ownership by collecting serial numbers, diagnosing, and committing to send follow-up instructions.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step—sending an email with troubleshooting steps—and obtained the customer’s email to fulfill the commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
The issue was a misconnected child node due to weak signal, resolvable at L1; no escalation was needed and the agent correctly decided against it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized multiple times and expressed empathy for the inconvenience, maintaining professionalism despite customer confusion.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a courteous tone but failed to adapt fully—continued using 'mom' despite correction and did not check if the customer understood the node re-add process.
X3 Partially Met Overall experience conf 85%
Agent avoided re-asking for serial number but required the customer to later follow an emailed guide instead of completing the add-node step during the call, increasing effort.
Call Transcript46 turns · 49 lines
Speaker 1
This is Linksys' Technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, ma'am, this is Ellie from Linksys Technical support. The one who you spoke to earlier. Okay. So you rebooted the box and then
00:00
Speaker 2
Hi. yes hello and yeah and I can pull up um now what what I did with a bot a summary of what what I already did Would that be helpful? So I so it says um I had a solid red light then a solid blue after reset but my iPhone But iPhone connected to wi-fi shows no internet So the steps tried were power cycle modem and router reset MX 6200
00:00
Speaker 1
Okay, uh, just to make sure ma'am, uh, I'm so sorry to cut you off on there, because, uh, I just really want to make sure ma'am, because you mentioned earlier that you have three MX 6200 routers. Now, the main one is solid white, and then one of the child node got disconnected to your network. Now, did you customize the WiFi name of your MX 6200? Yeah.
01:00
Speaker 2
Forget and reconnect Wi-Fi network and then a second power cycle. And I still can't connect my phone um to the MX 6200. But the... Yeah. Yes. that's something my husband would know. Um, yeah I think I... Um, how do I, I'm in your app. How would I look that up? [silence]
01:00
Speaker 1
Before you can check everything then, the phone should be connected first to the Internet.
02:00
Speaker 2
Okay. Well, I'm, I'm in your app and it says the basement is connected. The ground floor is connected. It's got a, a, a, a blue arrow going left and right. And then the one that I'm having trouble with, it shows a Wi-Fi. signal strength is negative 73. Um, so I, I don't know and the settings of the nodes on your, on your app. Do you know what I mean when when it says the blue, I guess it says connected to the internet. The one I'm having trouble with is connect connected to basement.
02:00
Speaker 1
6,200,000.
03:00
Speaker 2
wireless? Yes. I just took the picture of it. Uh: This is the white box right? No shoot. It's not blurry. I have to go downstairs. Oh hold on.
03:00
Speaker 1
the network thing of this main router, if I have the serial number. Let's try it. The main Linksys router that is hooked up directly to your modem. [silence] Or to the internet source. [silence] Yes please.
04:00
Speaker 2
[silence] Sure, it might be called a displayment. But um let's see him [silence] Okay. Um you want the serial number of the main box or of the node that's in the basement? Okay. Um okay. Okay here it is. Uh you want the serial number you said? Five,
04:00
Speaker 1
Mhm. 05-2-17 Okay, thank you so much. Uh, give me one second. Uh-huh. Okay. So this one, ma'am, this actually shows online here.
05:00
Speaker 2
8W 10 M27 0D5217 yeah this one has got a light blue color on the top it's a it's very pale very pale like teal [ silence ]
05:00
Speaker 1
Okay, so this is the Wi Fi name that you have. Now, the child, so this router is hooked up directly to the modem. So where's the modem located, ma'am, by the way? Okay, basement, and this main router is also at the basement. Okay. Uh huh. And the child, uh, node that got disconnected, where is it located? Okay. Give me one moment. How many child node, uh, I mean, got disconnected, ma'am?
06:00
Speaker 2
Yes, that sounds right. Yes. Yeah. basement. Yeah, it's like two feet away. Living room. one
06:00
Speaker 1
Just one and that is on the living room. Okay, at least now we have identified the issue. I'm sorry. By the way, ma'am, can I have your first name and your last name please? Okay. So your husband like customized all of the name of the
07:00
Speaker 2
yes. Well, uh, I think that's right. Um, ground floor. What in the world was that? It's Julie Ricciardi, R-I-C-C-I-A-R-D-I. I'm just checking which one. I don't understand all the names my husband has here, but yeah, there's one that's disconnected.
07:00
Speaker 1
Each router, like the parents, so your husband named it as, well, living room, did he named it as well as living room? How did you identify, Ma'am, that the upstairs router is not, I mean, got disconnected? What shows in the app?
08:00
Speaker 2
right. No, he didn't name it that. He named it... Hold on. I'm going to double check this serial number. Serial number... 69. Okay. Sorry. The ground floor, this one now seems to be working well. Call ground floor. The signal strength is connected. So it must be this other one called upstairs. Do you see the upstairs is not connected? Or it says... Well, it shows up... it shows in the app, signal strength -73.
08:00
Speaker 1
mm, okay. Oh, okay. So, that child, Node Ma'am is actually did not got disconnected. The only problem here is that the way how it communicates to the parent or to the other child node. Because if you actually got that signal strength, it means it's quite too far. So you need to move it a little bit closer. Yeah, because it's not actually an ideal signal. signal strength, if you have that a negative 70. Yeah. No, it's connected. Once it shows solid white.
09:00
Speaker 2
it says connected to basement. I don't know where that one is. Oh here it is. Okay so this one um that's upstairs is in the office and it has a white light um on it. what's white light means it's not connected. [silence]
09:00
Speaker 1
and yes so the only problem of that router ma'am is that it's quite too far it's having a hard time communicating to the main router so what you need to do is you need to move it a little bit closer or move it to another location where it can get or it can communicate directly to the next child node or to the parent without any problem the light indicator will uh is not the one that could identify that one but the signal strength that you can see
10:00
Speaker 2
Okay, well, this is the one that looks like it's. So, so what? Is this the one that's the problem? Okay. Okay. Um, and how will I know that it's close enough to connect? What color will it be? Okay.
10:00
Speaker 1
K ISS you should instead of negative 70 should be at least 60 something like that. Negative 60. Yes. Uh by the way, mom, who is your internet service provider, by the way? Uh okay. Verizon. And uh by the way, man, I did check everything here. So uh this router is uh register under your husband's name, David? Okay.
11:00
Speaker 2
plus 60. Oh, negative 60 is okay? Um, okay. Well, this one is Okay. I'm sure my husband's gonna hate this. I guess I can just unplug it. Verizon. Oh. Yeah. Yes.
11:00
Speaker 1
uh huh. and uh. uh yeah sure. oh okay, if that is actually the case Mom, well maybe, the phone that you have is not communicating directly to the, to the child node that is on the living room. cuz you should, your phone should be connected to the child node but instead, well maybe your phone is trying to connect directly to the main router. sometimes that actually happens.
12:00
Speaker 2
Hold on a second. Why would this router, that's upstairs, impact my connection downstairs in the kitchen? No, no, it didn't. I I I I plugged in a serial number. [silence]
12:00
Speaker 1
know what I'm actually trying to explain here uh Miss Julie is that you only have one network, though you have three routers. You only have one network team and that is GWI. Now your phone sometimes will tend to connect to any available devices or to any available router near you. Now sometimes the phone or the device will sometimes communicate to the other router which actually on the basement or might be on the second floor. That's actually happens sometimes. So what you need to do is just uh you just have to turn off your Wi-Fi and then turn it back on.
13:00
Speaker 2
(number) of that router, and try to connect to it.
13:00
Speaker 1
so that it can directly connect to the most nearest router. yeah, yeah, GUI yeah, I can hear you ma'am. we cannot directly conclude if the issue has been already resolved, but have you already plug in the router that has a problem earlier? okay. Oh,
14:00
Speaker 2
Okay. Okay. Let's do that. Okay, I'll go to... I'm gonna select GWI. So, I have GWI. Can you hear me? Oh, okay. Okay. So, did we fix anything? Yes, they seem to all have blue, right? Um, except the
14:00
Speaker 1
No, no, no. Uh, no, you don't need to do it, but you mentioned they have solid blue light. [silence] And then can you also see a solid blue light on the main one? Or on the router, which is from the basement? Because this router, Uh-huh. Oh yeah, that's okay, because it should have a solid white. Can you check the one that is on the living room? Before you,
15:00
Speaker 2
The upstairs is still negative 73, even though I moved it. So, do I have to reset that? Do I have to turn that off and on? Yes. I got it. Yeah, let me go check that. All right, well, wait a second. This one now in the upstairs has also got the white light, even though I moved it closer. Okay, negative. Living room is is solid blue. Or upstairs, uh the ground floor solid blue. And then let's go down to the basement.
15:00
Speaker 1
[silence]
16:00
Speaker 2
Let's see. Yeah. Basement is a very light blue, light green almost. Mm-hmm. Yeah. Sure. Model number MX 6200. Okay. Um you know, no, you know what, it is white. It's just the angle. It's solid white. Yeah. [silence]
16:00
Speaker 1
Here, And the problem here, is the one that is on the living room. Yeah, because if we are seeing solid blue, that means that router actually got disconnected from the network. So we need to add that one back to your network. Uh by the way, do you remember like when did you got this router? Okay, because I actually have dates here. I'm sorry. Yeah, cuz.
17:00
Speaker 2
OK. OK. OK. right. OK. OK. alright. No, I don't. That would be my husband. OK. Go ahead.
17:00
Speaker 1
What shows here is that, um, the first time that you got this one was like January 19th of 2024. Does it sounds right to you? okay, uh, let me use this numbers as the warranty started of the router and, um, one moment. [silence] January, June 24. Okay. So if you got this one, ma'am, like if let's say on January 19th of 2024, so the warranty of this router is already expired. I mean it's already expired now. If the warranty of this router has been already expired, that actually also, um, affects the free technical support that you can get over the phone. So, but we do have options here. So the first one is, uh, you can visit the website of Linksys, that is support.linksys.com and take advantage with the AI tool agents. Now, the second option here is our paid connect service, but that one will cost you $[REDACTED_PAYMENT_DIGITS] to have a technician over the phone and will assist you only for an hour. Now, if we happen to discover that this router in the living room has a problem or defective, there will be no replacement, no refund and no follow-up session. And then the third one is, I can send you an email with some troubleshooting instructions on how you can add back this child node back to your network. [silence]
18:00
Speaker 2
Yeah. Okay. Okay. Okay. Okay.
19:00
Speaker 1
So how would you like us to proceed, Miss Julie? Uh-huh. Yeah, we need to add back the child note to your network. So I actually. I'm sorry. Yes, that's actually what you were trusting to do earlier but when you tried doing it, earlier, Miss Julie. Did you bring this child note near to the parade? Yes. So when you try adding this child node back to your or it will definitely not gonna be added back to your network, or this child node might be, you know, having a hard time communicating to the parents or to the main router because it's actually kind of far. So that's the first thing that you need to do, Miss Julie. Now, the second thing is that the other ways that you can actually perform. While I have a troubleshooting instructions here prepared, that you just need to follow, and I also have a video tutorials that can walk you through on how you can add this back. Okay, can I have your personal email?
20:00
Speaker 2
no. all right let's do that
21:00
Speaker 1
[silence]
22:00
Speaker 2
Okay, mine is uh Julie, J-U-L-I-E-M, as in 'Marie', Ricciardi r-i-c-c-i-a-r-d-i at g-mail.com. Yeah, I got it. Download your free guide here. Okay. [silence] All right.
22:00
Speaker 1
make sure, Ms. Julie, that this disconnected child node should be at least only three feet away from the parent.
25:00
Speaker 2
Okay. Okay. So I need to, and I need to plug it into the, the parent mesh. The one, um, okay. How do I plug it in? I need an ethernet cable to plug it into it? Oh, okay. Okay. Okay. So that's great. I, um,
25:00
Speaker 1
Okay. Okay. So yeah, just please follow the steps Miss Julie so that you can absolutely put it back to the network. So would there be anything else that I can help you with Miss Julie? The first video. Yes. So yes, the first video on the guide. Like how to setup or how to add the all of them are already there on the first one. Just click on the highlighted word, click here and then you will be routed to our official YouTube channel. Okay, thank you so much as well Miss Julie. Have a good one.
26:00
Speaker 2
Okay, um, how to connect, how to set up, um, okay, it looks like it's linking now and talking to it, so no, just when you said it's the first one, what did you mean by that? It's the first, um, which says download your free guide. The first video in the guide. Okay. Okay. Okay. Super, thank you.
26:00