V2 Rubric Detail — ca05f952-7030-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 00:57
Duration
14m 0s
Contact
Ruth Sinclair
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.8% (-21.2)

V2 Grader Summary

The agent failed to resolve the child node connectivity issue, provided technically inaccurate login guidance, and did not take ownership of the case. Despite some basic troubleshooting, the interaction lacked proper tool use, empathy, and clear next steps, resulting in an unresolved outcome where the customer was left to purchase new hardware independently.

V1 Case Analysis

Customer reports intermittent disconnection on MX6200 child node (S/N: 58W10M25B80637). Agent advised power cycling and signal strength review but did not perform 5-press reset or proper pairing. Customer decided to purchase a replacement node without escalation or RMA discussion.

Troubleshooting Steps
  • Asked for LED color on the child node [02:00].
  • Instructed the customer to power-cycle the node [03:00].
  • Clarified login method (router password vs. email) for local web UI [05:00–08:00].
  • Reviewed node list and signal strength in dashboard [09:00–12:00].
  • Provided signal-strength guideline (≤ -69 dBm) [11:00].
Key Observations
  • Agent did not use the documented 5-press pairing method for MX6200, which is supported per KB (universal_5press_models.md).
  • Agent provided contradictory advice on node placement (move closer vs. move away from parent node).
  • No verification of node connectivity status in the mesh network after power cycling.
  • Customer was left to purchase a new node without confirmation of hardware failure or escalation path.
  • No discussion of warranty, RMA, or firmware update despite persistent connectivity issue.
Positive Highlights
  • Correctly identified the child node LED state as solid white, which aligns with KB guidance for online status.
  • Clarified the correct login method (router password vs. email) to avoid access issues.
  • Provided a useful signal-strength guideline (≤ -69 dBm) for mesh node placement.
Agent Errors / Gaps
  • Failed to apply the correct 5-press pairing or reset method for MX6200, despite KB confirmation that this model supports it.
  • Provided contradictory guidance on node placement, confusing the customer.
  • Did not verify whether the node was actually reconnected to the mesh network after power cycling.
  • Did not check firmware version or suggest factory reset as a troubleshooting step.
  • Did not discuss warranty, RMA, or escalation path despite persistent issue.
  • Did not confirm whether the solid white LED indicated successful mesh connection or standalone mode.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states she will buy another node and call back later — issue not resolved, no confirmation of fix or valid next step provided.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED color, suggested moving the node, checking signal strength, and viewing dashboard — but skipped core steps like 5-press pairing or factory reset.
R3 Not Met Correct resolution path conf 90%
Agent did not determine warranty status, failed to offer RMA, best-effort troubleshooting, or explain limitations — defaulted to suggesting purchase of new hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (node offline) and used signal strength as a diagnostic clue, but did not ask about firmware, recent changes, or perform root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed or used the web UI/dashboard themselves; relied solely on customer’s verbal navigation without verifying data or guiding login correctly.
T3 Not Met No misinformation conf 95%
Agent gave conflicting login instructions — first said don’t use email, then told customer to leave email blank but offered no clear path, causing repeated confusion.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent kept conversation moving but failed to set expectations, clarify transitions, or summarize findings — call ended abruptly without closure.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but failed to confirm understanding when customer struggled with login; repeated unclear guidance instead of adapting.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — offered no follow-up, no case tracking, and passed responsibility to customer to buy new equipment.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or commitment made — customer was left to decide independently to purchase a new node.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope and resolvable with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, repeated issues, or effort — no empathetic language or recognition of difficulty.
X2 Not Met Tone & rapport conf 90%
Agent maintained a mechanical tone, did not adjust pace or style despite customer confusion and repeated login failures.
X3 Not Met Overall experience conf 95%
Customer had to repeat login attempts multiple times due to agent’s unclear instructions, increasing effort unnecessarily.
Call Transcript26 turns · 26 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 one now. For out of warranty product, please have your device's 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.
00:00
Speaker 1
yeah. Hi. My name is Ruth and I bought a Lync says mesh system from
01:00
Speaker 2
Thank you for calling links. This my name is Nathan. May I know you talk with.
01:00
Speaker 1
Best Buy and I've been having problems with one of my child nodes that I keep losing connection. I mean, it keeps, it keeps, I need to know how to reboot it next to the parent node and I, yeah. Um, you want me to get the, I'm gonna, the child node is right next to my parent node right now. You want me to do what? Yes, they, well, they're about three feet away. You want me to get it closer? Okay. Oh, oh, I guess it's white now.
02:00
Speaker 2
All right. That would be easy. Can you bring the child node near the mother node? All right. Move it away at least one foot away from each other. One one foot away from each other. All right. That's good. That's ideal. Now. No, no, no. Let's keep it that way. Now, tell me what is the color of the light on the router?
02:00
Speaker 1
it's it's white now i just, i just, i okay, so let me. yeah, so i all i did was un, yeah, all i did was unplug it and then bring it over and plug it in. so maybe it's okay now? okay, so, yeah, it's now it's solid white. so let me, yeah, let me, um, let me, um, take it over and. um, and i'll plug it back in. so i have, um, i have, uh, it, this is where my tv room is, where where my, my cable is and i have a ethernet, a direct cable to my tv, to the, um, do the, um, tile node here. so let me just see if it's working now. so before i
03:00
Speaker 2
Okay, I will wait. Yep. Yep, it is. Solid white or blinking white. All right. You can bring it to the other node. Hmm. Hmm.
03:00
Speaker 1
i plug it into the internet cable should i let the light go white again? because right now it's flashing blue. do these things sometimes lose how is it that they lose connection like how does this happen? do you know? do you know why this thing loses connection? um oh yeah i mean i i think i have the link to this app let me see if i've got it. [silence] okay uh
04:00
Speaker 2
Yes and then wait for the white [silence] sorry again [silence] signal number one change of weather number two obstruction people furniture did you install the Linksys app? I'll show you how to read the location if it's a good one or not [silence] open it I'll show you how to read the location is not good [silence] okay
04:00
Speaker 1
Got it. Okay, I've got it. Okay, hold on, I have to log in. Oh, it says... So, it says I need my email address. So, let me just see what... What? Oh. Okay, hold on a second. Let me, let me use the router password just a second. So, the e instead of the e
05:00
Speaker 2
okay under you will see the dashboard devices and nodes can you click nodes you log in using your email address or router no no can you can you use no don't use the email don't use the email it will give you trouble use the router password and if you forgot the router password you can reset the account
05:00
Speaker 1
email address? You want me to, use the router password? Okay. Okay, and then where it says password, what what do I have there? Okay, well, it shows I have a new password there. Um, which I didn't. Okay, so, so what do I put in for the email address? So just don't don't use anything.
06:00
Speaker 2
yes yes you forgot the password right you can reset the password it will ask for the recovery key the recovery key is underneath the main or motherboard it's okay you can use the old it's okay you can use the new password if you want don't use the email address it is giving you trouble I have seen that many times let's avoid that one
06:00
Speaker 1
Yeah, I have the router password. I think this is it. I just don't remember. Um, but it's but it's still still not going because it says it it needs an email address. It says links this router admin and then I have my password. Um, I could see if I changed it. Um, let me go into my passwords here and see what it says. I I don't remember changing that, but maybe I did. Okay, it says yeah, I did change it. So on April 26, 26.
07:00
Speaker 2
Okay. In the email, keep it blank, select the router password. When you select the password, router password, it will ask for the password of the router. And, if you forgot the router password, you can reset the router password. Try, try it, try it. Then carry on. Uh-huh. Go ahead.
07:00
Speaker 1
Okay. So, um, again, what do you want me. So I, do I put the password in where it says password, or do I put it where it says email address? Okay. Okay. And then what do I put where it says email address? Um, No, it just says, um, email address, password and then forgot password. And then it says. Oh wait, there is a browser password. I got it. Okay. All right, hold on. Let me try it. Okay. Yeah, now it's okay.
08:00
Speaker 2
in the in the router password. keep it for blank. uh scroll down is there an option for you to sign in using router password. um can you go back one step? one step go back. all right. that one.
08:00
Speaker 1
[ silence ] I where you said I could use the router. So it says, getting router settings. [ silence ] Okay. Okay. Now I see the nodes I have, living room is offline. The one that's offline is the one that I've been having problems with. Okay. [ silence ] Um, R slash hip hop special for cocaine and Mariah death. Huge. [ silence ]
09:00
Speaker 2
when you see the devices and nodes, click the nodes, it will show you the nodes that are connected, okay? Click the nodes and click one of the nodes that is not offline, that is online and then it will show you where this node is connected.
09:00
Speaker 1
So the only one that's on it shows is my gas network is on. That looks like the only one that's on cuz I have two networks. I have my network and I have my guest network cuz I have a renter. So I show, I show my, okay. So it says Ruth's Wi-Fi. Yeah, it says Ruth's Wi-Fi and then it says three nodes and then it says 11 device.
10:00
Speaker 2
connected two it's connected to the router connected to another child and there's also signal strength the value should be negative number and then dval you should not cross the negative 69 the value that you need to maintain is more or less negative 69 but not more than 69 um-hum okay go go back go go back to the go back to the main screen okay you see the devices and nodes uh uh
10:00
Speaker 1
you want click on, okay. it has Lenosis 00617, Lenosis 00637, and Lenosis 00253. There's a signal on, yeah, go ahead. Okay. Uh, it shows signal strength dash 61 dB, M. Um, the, I don't know what you, for the TV.
11:00
Speaker 2
under three nodes click that one okay click click one of those data signal or online alright the value that you need to maintain is not more than the minus 69 if you reach 70 80 that location is bad or two far away and that's where the issue of this connection that's what you're experiencing it now the other new that is for the tb what is the signal strength right now
11:00
Speaker 1
Uh let me go see. Yeah let me go see if it's white. Let me go see if it's turned white. I was gonna get another. I was gonna get another node. I was gonna buy another node and then it was working great. So I never did. [silence] Yeah, it's it's solid. It's solid white now so I'm out here where the TV is and it says MX 6200 and the serial number is 58 W10 m 25B8 0 637. So the 637 right, I can see it here. It says my
12:00
Speaker 2
okay, take a look at it. Turn it upside down. you can break that... uh... it happens. Anyway, okay. Turn it upside down. There's a serial number underneath the router, and the one that you open the note, there's also a serial number. So, Okay, serial number. 637. Okay, go back to the um, What is the signal strength?
12:00
Speaker 1
minus 84 dBM. So I need to buy. So I need to. Okay, so I just need to buy another I need to buy another route another mode then, right? Okay, yeah, I can, I can do, yeah, I can do that, I can buy another one, I'll do that, and then I'll just call you back when I, when I get the other one. Okay. Thank you so much, thank you, I love Lisa, thank you. Thank you. Ma'dan. Thank you, you too, bye bye. [silence]
13:00