V2 Rubric Detail — c7cededa-7024-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 23:31
Duration
27m 2s
Contact
Caitlyn Francisco
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134687
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of the device
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
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 Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The agent correctly diagnosed the issue with red/blinking LEDs on the MX20WH nodes, performed a factory reset and valid 5-press pairing (appropriate for MR-series), and confirmed both nodes achieved solid blue and internet connectivity. Customer confirmed resolution, and all actions followed Linksys KB guidance. No escalation was needed.

V1 Case Analysis

Customer added two MX20WH mesh nodes to a new Cox router. Performed factory resets, used 5‑press pairing (though not supported for MX20WH), both nodes reached solid blue, internet confirmed working. Ticket LTS00134687 created.

Troubleshooting Steps
  • Confirmed model (MX20WH) and reset both nodes using the reset button.
  • Performed 5‑press reset on the parent node to trigger pairing mode.
  • Verified both nodes showed solid blue LEDs and tested internet access on the customer's phone.
Key Observations
  • Agent used the 5‑press pairing method, which is not documented for MX20WH nodes.
  • Serial number was not captured despite the customer providing a spoken string.
  • Empathy and tone were minimal; agent could have acknowledged frustration more clearly.
Positive Highlights
  • Successfully got both nodes to solid blue and verified internet connectivity.
  • Provided a ticket number and directed the customer to the official support site.
  • Asked for the model number early in the call.
Agent Errors / Gaps
  • Incorrectly advised 5‑press pairing on a model not listed in the 5‑press KB.
  • Did not record the serial number that the customer attempted to give.
  • Limited acknowledgment of the customer's frustration and lack of clear empathy.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed connectivity: 'Yes, it's working.' Agent verified both nodes were set up and online.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset, 5-press pairing, and verified LED states; troubleshooting was logical and advanced resolution.
R3 Met Correct resolution path conf 85%
Correctly applied reset and 5-press method for MX20WH mesh nodes when integrating with a new non-Linksys router.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified red/blinking lights as symptom, asked for model/serial, checked registration, and followed diagnostic sequence.
T2 Met Appropriate tools / resources used conf 85%
No remote tools or logs needed; physical reset and 5-press are standard for this issue and were used appropriately.
T3 Met No misinformation conf 90%
All instructions (reset duration, 5-press technique, LED interpretation) align with universal_factory_reset.md and universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 80%
Maintained control throughout, guided step-by-step, managed transitions (e.g., reset → 5-press → Wi-Fi setup).
C2 Met Confirmed understanding conf 80%
Used plain language, confirmed understanding ('So both are blue now?'), adapted to phone use suggestion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership from start to finish; no transfer, completed all steps without deferring responsibility.
O2 Met Proactive follow-through conf 85%
Clearly instructed customer to note Wi-Fi settings under parent node; no pending follow-up or disconnect commitment.
O3 Met Closure confirmation conf 80%
Referenced prior registration and serial number, avoiding re-asking for device info already in system.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 80%
Expressed appreciation for patience, maintained courteous tone, and closed professionally.
X2 Met Tone & rapport conf 80%
Matched customer’s pace, clarified steps (e.g., 'press, release, press'), and kept engagement high.
X3 Met Overall experience conf 85%
Used existing serial number to avoid repetition; minimized effort by guiding through phone-first approach.
Call Transcript48 turns · 50 lines
Speaker 1
Hi, I have two links that [silence]
00:00
Speaker 2
Welcome to Linksys Support. To insure 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 products, paid support may be available depending on your issue. To hear more about your service options, press two. 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. Thank you for calling Linksys. This is Appy. How can I help you.
00:00
Speaker 1
Wi-Fi range extenders and I'm trying to connect it to a new router. However, it has a red light and also for the Linksys app, I wasn't able to set it up there. Um, I'm I'm just having issues. Um, this we bought this through AT&T and an AT&T person was the one who set it up. So I'm not quite sure if like he like registered it through like another account or whatever. Um, yeah. Are you trying to ask- That link. Yes. It's, um, sorry. It's. MFT 20WA. [silence]
01:00
Speaker 2
Speaker: [silence] All right. I see. All right. Yeah, see, you're trying to add the extenders to your router and can I have the model number of the extenders, please? Speaker: [silence] Mine.
01:00
Speaker 1
Um 5 0 D like dog 1 0 M like mom 2 C like cat D like dog zero six seven seven nine. Um Yeah, let me double check thee. I'm pretty sure. Um Yes, they're both the MX-20WH.
02:00
Speaker 2
MX20-WH and the serial number ma'am. Yeah. Okay. OK. So, do they have the same model number with the other one, with the other extender? Okay. Yeah. Okay. Yeah. So, I just checked the serial number of your device. It seems that you had registered this. [silence]
02:00
Speaker 1
yes yes I just registered one I didn't do it to a second one to the second one. um so it was connected to an old router I think we were using it for a year or so um I think we got the Wi-Fi extender for I think we have it we had it for about one to two years um and then we just got the new router um we got it set up today the new the new router.
03:00
Speaker 2
So, it's under [silence] Cain Francisco, right? Okay, that's all right. So, [silence] okay. So, how long have you been using this device? [silence] Mhm. Okay, so you have a new router and you're trying to add the extender to the new router. So, the new router is already set up?
03:00
Speaker 1
[silence] is from no it's from uh Cox Internet yes yes it was from AT&T yes it was from AT&T yes
04:00
Speaker 2
what's the model number of the new router man. uh is it also from linksys? Oh it's a different brand. uh okay the one that you had before is also from a different brand. Um uh unit. well it was from AT&T. Okay. Alright uh yeah so we need to configure these devices so we will set up one of the nodes as a parent node and the other one as a uh okay so alright so right now um by the way uh you're able to go online with your Cox uh device right? Okay.
04:00
Speaker 1
Yeah, I can use my computer just a moment. Let me just connect it to the internet. [silence] OK.
05:00
Speaker 2
So, by the way, what we're going to do right now, since you uh, since this is a new router, the one from Cox or a new modem, we're going to reconfigure your Linksys devices. Okay? So, just let me know once the computer is ready. And uh, do you have the Cox cable connected to the Linksys?
05:00
Speaker 1
Yes, it's connected through an Ethernet. Um, yeah, hold on. Let me set up my computer real quick. [silence]
06:00
Speaker 2
Okay, and is it connected to the internet port? So from the Cox cable and that is plugged into the internet port at the back of your um at the back of the link sys right? Okay. So where's the other node ma'am? Is it also turned on right now? [silence]
06:00
Speaker 1
turned on the second one. Do I need a, no, it's not connected to internet. Do I need to lose? Yes, it's standalone. Do I need a computer? Or can I whatever we're doing? Can I use my phone browser? Yeah, we should try it. So we can try my phone first. Are we just going through an internet browser?
08:00
Speaker 2
Yes, the second one is turned on, okay. But it's not plugged into anything, correct? It's a stand alone, okay. Um, yeah, we can try your phone, ma'am, but uh, if ever, okay, uh, we won't be able to access it using your phone, then uh, there's a need for us to use the computer later. Yes, we can try your phone first. Yes, but there are actually cases that we won't be able to access using the phone, so that's why, um, we, uh, we need to use the computer. So, right now
08:00
Speaker 1
Um, uh, the main one is a solid red and the child one is a blinking red.
09:00
Speaker 2
can you tell me what is the what are the what are the lights that are lit up on your node the parent and the the main one and the the other node? [silence] okay? [silence] alright so this is since this is for reconfiguration we may need to reset both devices to factory defaults. [silence] so kindly press the reset button at the um at the bottom of the device. [silence] there's actually a reset there. [silence] so press and hold it for about um seconds. [silence]
09:00
Speaker 1
Okay. I've got them for both. Um, the child one, it's a blinking blue. And despite what, um, the manual said, it's actually the same color. [silence] Oh, oh, okay. Really? Oh, yeah. [silence] All right. [silence] So you have it on you? Mm-hmm.
10:00
Speaker 2
Okay. So, let me know what are the, uh, the lights. Is lit. Up after the reset. blinking blue. OK. OK. So is it still blinking blue right now? [silence]
10:00
Speaker 1
Yeah. um Yes. Yeah um It just turned to like a purple um The parent one is and Yeah they're both purple Um Oh yeah It's like uh a room away.
12:00
Speaker 2
So both are solid purple. Okay, all right. Okay, ma'am. So what we're going to do next is we'll do a five press on the parent node. So by the way, the child node is the how far from the parent node. We call the the main one the main node is the parent node and then the other one is the child node. So how far is it? How many feet?
12:00
Speaker 1
the child to the parent. Yes. Right next to it. Hold on. Okay. It's right next to each other.
13:00
Speaker 2
Okay, we need to have them, So this now sit instantly together. So at least yeah. Okay. So just make sure that uh the light is solid before we'll proceed. [silence]
13:00
Speaker 1
It's solid. Actual, the child one is blinking.
14:00
Speaker 2
It's linking. Okay, we'll wait for it to turn solid. [silence]
14:00
Speaker 1
no linking blue
15:00
Speaker 2
Okay, so is it now solid? [silence] Okay, so it's now solid purple. All right, so um, we will perform the five press on the uh parent node, ma'am. So to do the five press, kindly press the reset button on the parent node five times.
15:00
Speaker 1
We'll do not know what words were spoken here though you're able to click.
16:00
Speaker 2
[KEEP_UNCERTAIN] Okay, so just, uh, do not press and hold it, press it once, okay, and do it five times. So it's like press, release, press, release, press, release. Then do it five times. Okay, so, um, after the five press, let me know if the lights are blinking. So, uh, and now, okay, so it's, right now, it's trying to pair, so we'll wait for it to turn solid again. [silence]
16:00
Speaker 1
It's a solid blue. The child is a blinking red. Okay.
17:00
Speaker 2
Okay, turn solid blue. How about the child? No. All right, it's still trying to communicate ma'am. So we'll just wait for it, for that again.
17:00
Speaker 1
Yes. It was blue and then it turned bright. [silence]
19:00
Speaker 2
All right. So, is it solid blue, Ma'am, the child mode?
19:00
Speaker 1
Um, sorry, [silence] it it the the the childhood turned solid red, but it just changed to solid blue. Okay, so, um, are those, does does those, or those [silence] Yes. Do [silence] both, or both might still work. [silence] So we can keep the default name. [silence] Um-hm. [silence]
20:00
Speaker 2
Is it solid? Which one is the red mem? Is it the parent node or the child node? Okay, so both are blue now? The. Both nodes are blue. Okay, that's very good. So what we're gonna do next is we will personalize your network. Okay, would you like to set up a, a different network for that or you wanna keep it that way? You wanna keep the default name. Oh, you just wanna keep the default name? Okay. All right, ma'am. So, um, just take note of the settings underneath. If you, if you look at the parent node, try to look at the parent node. Underneath it there's actually a WiFi settings. So there's the WiFi name as well as the WiFi password.
20:00
Speaker 1
Okay. Um. Wow. What do you want me to check? Okay. Oh, and then check if it pops up. Yes, I see the parent one. Okay. So please select that.
21:00
Speaker 2
Yes. So, those are the settings you need. So, if you go to your computer and if you go to your phone and Can we try to check it right now? Try to check your phone. Okay, if you go to settings, it's just go to settings and then Wi-Fi. Now, check if you see the network. Yeah. Okay, very good. So, please select that network and put in the password.
21:00
Speaker 1
Okay. Okay. Hello? Yes. Yes, it's working. Okay.
22:00
Speaker 2
Yes. I'm here. So are you connected? Okay. So check if you're able to go online using your phone. [silence] Oh, that's very good. So right now, um, both of the your nodes, your Linksys devices are now set up, ma'am. So just take note of the settings underneath the parent notes, okay? Because you need those if you want to connect your wireless devices, ma'am. So everything's working. Would there be anything else?
22:00
Speaker 1
So for how what is the the linksies because I thought this was a Wi-Fi extender for our comp Wi-Fi so what is the like the parent nodes like Wi-Fi name what is that for okay okay okay okay let me try
23:00
Speaker 2
Do you need help with this that you need help with the parent node you guys. That should always be connected to your main cable modem. The one from Cox. And the child node, it can be connected anywhere anywhere at your home. Yeah. So, since right now the child node is already paired. So, you may relocate that. You may connect it to, uh, anywhere at your place. Mhm.
23:00
Speaker 1
Okay. all right. And an any time that I um, if like say I get a new router, I would just have to reconfigure it again. Okay. Thank you. Okay. Thank you, remember to give me a great recommendation. Okay. then if I wanted to get a third um child, how would I connect that to the parent one? If, mm-hmm.
24:00
Speaker 2
you still have the blue light, the solid blue light,
24:00
Speaker 1
Okay, so to make sure, if I get the third parent, plug it in, at least five to six, so which, five to six feet away from the parent, and then wait for it to turn solid. [silence] This is the communication app from Sonos.
25:00
Speaker 2
5 to six feet away, and just like what happened earlier, yep, you should see blinking lights on the child node and that should turn solid blue once it's paired. Wolfram Engine, 5 or six feet away. Mm-hmm. Yeah, five to 60 feet away. Mm-hmm. Yes, now. Wolfram Engine.
25:00
Speaker 1
purple and then do the five reset fuss to the parents and then wait for the child to turn solid blue okay thank you um no that's all okay okay thank you
26:00
Speaker 2
Yeah. Yeah. Yeah. [silence] Yep. Yeah. Yeah. Yes. right. Yeah. that is correct. Mm-hmm. Okay. So, will there be anything else, Miss Caitlyn? Okay. Thank you so much for your time and your patience. So, for more information, just please visit our site support.linksys.com. [silence] And (please) take note of your ticket number. All right. Your ticket number is L for Lima, T for Tango, S for Sam 00, 134, 687. All right. So, thank you again, ma'am. I do hope you're happy with our service. So, this is Epi again from Linksys. Thank you for calling. Have a great night. Take care.
26:00