V2 Rubric Detail — ca3f11d2-6bf4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 15:37
Duration
15m 14s
Contact
Gerald Burchett
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+7.6)

V2 Grader Summary

The agent correctly applied the 5-press reset procedure for the MX2000 mesh system, guided the customer through LED state monitoring, and achieved full node recovery. All nodes returned to solid blue and customer confirmed functionality. No escalation was needed, and the resolution was completed with clear communication and ownership.

V1 Case Analysis

MX2000 mesh nodes blinking red/pink. Performed 5-press reset on parent node; all nodes now solid blue. Customer confirmed Wi-Fi functional on multiple devices.

Troubleshooting Steps
  • Collected model (MX2000) and serial number.
  • Performed 5-press reset on parent node.
  • Monitored LED status of parent and child nodes until solid blue.
  • Confirmed Wi-Fi functionality on multiple devices.
Key Observations
  • Agent correctly used the 5-press reset method for MX2000, which is the correct procedure per the Velop mesh KB.
  • Customer had difficulty interpreting LED colors (e.g., 'pink' vs 'red'), requiring repeated clarification.
  • Agent confirmed resolution by verifying Wi-Fi functionality on multiple devices, not just LED status.
Positive Highlights
  • Accurate technical guidance: 5-press reset is the correct method for MX series mesh nodes per KB.
  • Clear, step-by-step instructions with proper pacing for customer to follow.
  • Confirmed resolution with customer by verifying Wi-Fi on multiple devices, not just LED status.
  • Maintained calm and professional tone despite customer confusion on LED colors.
Agent Errors / Gaps
  • Did not verify warranty status or discuss support eligibility, despite collecting model and serial number.
  • Initially misdirected troubleshooting by focusing on child node distance before confirming parent node state.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed resolution: 'Everything's blue. That's it.' Agent verified system was working.
R2 Met Diagnostic thoroughness conf 96%
Agent directed 5-press reset, monitored node LED states, and instructed to wait for stabilization — all relevant troubleshooting steps.
R3 Met Correct resolution path conf 97%
Used correct 5-press method for MX2000 (no Pair button), which is the appropriate path per KB for this model family.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (blinking red/pink lights), asked for model/serial, and correlated behavior with known failure mode.
T2 Met Appropriate tools / resources used conf 94%
No tools beyond verbal LED assessment were needed; agent correctly relied on documented reset procedure without overcomplicating.
T3 Met No misinformation conf 97%
Instructed 'press and release five times' — accurate for MX2000 per universal_5press_models.md; not a factory reset.
Communication
C1 Met Clear & professional language conf 95%
Maintained control with clear pacing: 'let’s wait for a minute', 'it will take five minutes', managed transitions smoothly.
C2 Met Confirmed understanding conf 95%
Used plain language ('press and release'), avoided jargon, confirmed actions, matched customer’s conversational pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership — no transfer, stayed through entire resolution process, followed through to confirmation.
O2 Met Proactive follow-through conf 96%
Set clear expectations: 'it will take five minutes', 'once you move them you’ll see a red light blinking but it’s okay'.
O3 Met Closure confirmation conf 96%
Referenced model (MX2000) and serial number throughout, demonstrating use of case-specific data without re-asking.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved at L1 using standard procedures.
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 89%
Remained professional and reassuring ('Don’t worry about that'), but did not explicitly acknowledge customer frustration or effort.
X2 Met Tone & rapport conf 94%
Adapted to customer’s updates in real time, responded promptly to each LED change report, maintained engagement.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition; used information provided (model, serial, node count) and minimized customer effort.
Call Transcript24 turns · 26 lines
Speaker 1
[silence]
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 products, 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. [silence] Thank you for calling. This is my name Mr. Gerald. [silence]
00:00
Speaker 1
I've already looked in my Wi-Fi. I've done all the things that were on the uh suggestion on my link app and nothing is working. Yeah, I got internet because I'm using my internet, but I do not have internet connection with my like system. Uh. Again, do what? Uh there a pink. Yes. Model number MX2000. The serial no so
01:00
Speaker 2
I don't have internet connections. That was saying with the light of your router. What does the light up your router? Can you give me the serial number and model number of that? All right. And the model number?
01:00
Speaker 1
[silence] 5 0 D is in dog. 1 0 M is in Mary. 2 7 C is in cat. 13189 That's the serial number of the mother node. [silence] I have three nodes.
02:00
Speaker 2
that's your real number yeah. All right let me check. How many links does this router you have total?
02:00
Speaker 1
Let's see. One of them is blinking red, and the other one is pink like the mother node. Uh, 4 inches and 3 feet. I brought everything close cuz I knew you would be asking that. Do I?
03:00
Speaker 2
where that I do what's the light of the two nodes okay get the I mean what's the distance of the child node to the parent node right now all right the one that's blinking right right reset the one that's
03:00
Speaker 1
OK. For the one that is blinking red. OK.
04:00
Speaker 2
Yes. [silence]
04:00
Speaker 1
Okay. Okay, now it's blue and blinking. Yes, still blinking blue.
05:00
Speaker 2
Let me know when that's tall of the purple.
05:00
Speaker 1
Okay, now it's pink like the other two. Right, and that's all the mother node on the reset button, right? One two three,
07:00
Speaker 2
on the main reset button, press and release that five times. Not too fast, not too slow. Sounds like this. press, release. Yeah, on the printout. Five times, one second gap between presses. Yes.
07:00
Speaker 1
It's white. Blinking white. It'll turn to blue while it's blinking or? Okay, there it goes. It, well, it flashed blue for a second, now it's back to white. Yeah, the only reason I know I have internets because I'm logged on to my computer on my internet and then, oops. Okay, now it's blinking, well, it blinked blue again. Now it's back to white.
08:00
Speaker 2
All right, let's observe the light of the child notes if encounter no problem or if this internet coming from your internet source then expected light of that parent node should be solid blue. No, it will take five minutes or to know.
08:00
Speaker 1
I was just saying, I know I've got internet service cause my television's working and my computer. The reason I've found out that my uh links wasn't working was I use it in my office. And I couldn't get on in my office. So I looked at 'em and they were pink. So that's why I called. Okay, now the mother node is solid blue. And uh child number one is blinking red and child number two is blinking red.
09:00
Speaker 2
Don't worry about that. Continue what we're saying. Let's wait for a minute. alright.
09:00
Speaker 1
uh county one is blue child three is blue child one is back to red wait a minute sorry child uh child two is back to red child uh well child one back to read blinkin okay uh wait a minute child one just went to blue solid blue I've got for not well a child too uh went back to red again A, mo You All three of them are solid boards. I uh do Thank you.
11:00
Speaker 2
all right do you have the link to this app installed in your phone connect your phone to the link SSID the wifi name is under score dot the setup connect to that
13:00
Speaker 1
OK. User name and is advised on active connects. Yes. Continue. Well, it looks like it's working. Excellent. Yep. Everything's blue. That's it. Not today. OK. All right, Thank you. [silence]
14:00
Speaker 2
All right, it's working now. Okay, well, is that, is that all you need or any else I can help you? Not today, okay. You can move the child nodes but it will take 5 minutes for them to fully boot up. So once you move them you'll see a red light blinking but it's okay. It takes 5 minutes, okay?
14:00
Speaker 1
uh huh. Bye-bye. You too. Bye-bye.
15:00
Speaker 2
much welcome if nothing else hope you have a good one take care bye
15:00