V2 Rubric Detail — cb94d41c-6f15-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:11
Duration
23m 11s
Contact
Lee Najman
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00134460
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall81.8% (+25.8)

V2 Grader Summary

The agent successfully restored the child node to solid white and confirmed full functionality, achieving resolution. However, technical accuracy is weakened by an unsupported '120-minute' wait instruction and misstatement about Linksys Smart Wi-Fi discontinuation. Troubleshooting was mostly sound but missed key KB steps like checking DFS or using the web UI proactively, resulting in minor customer effort and delayed clarity.

V1 Case Analysis

Customer's MX6200 child node was offline (solid blue). Agent used 5-press pairing method and reset router password via Linksys app. Node confirmed solid white and back online.

Troubleshooting Steps
  • Verified LED states on parent (solid white) and child (solid blue).
  • Instructed 5-press pairing method on the parent node.
  • Guided router password reset via the Linksys app using the recovery key.
  • Confirmed child node returned to solid white after pairing.
Key Observations
  • Agent incorrectly advised waiting 120 minutes for node pairing (transcript [07:00]); KB states pairing should take 2–3 minutes (universal_mesh_full_rebuild.md, velop_child_node_setup.md).
  • Agent falsely claimed Linksys Smart Wi-Fi remote access has been discontinued (transcript [11:00]); this service is still active and supported per KB.
  • Serial number was initially misheard, causing minor confusion but ultimately corrected.
  • Child node successfully paired after multiple 5-press attempts and displayed solid white, confirming resolution.
Positive Highlights
  • Correctly identified and applied the 5-press pairing method for MX6200, which is the proper procedure per KB (universal_5press_models.md).
  • Successfully guided the customer through resetting the router admin password via the Linksys app using the recovery key.
  • Confirmed resolution by verifying the child node returned to solid white and remained online.
  • Collected and confirmed customer name and email for proper case documentation.
Agent Errors / Gaps
  • Incorrectly advised customer to wait 120 minutes for node pairing; KB states pairing takes 2–3 minutes.
  • Falsely claimed that Linksys Smart Wi-Fi remote access has been discontinued; this service remains active and supported.
  • Initial mishearing of serial number caused brief inefficiency but was corrected.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms the child node is now solid white and states 'we have it up and running' and thanks the agent for resolving the issue.
R2 Met Diagnostic thoroughness conf 96%
Agent initiates 5-press pairing, observes LED behavior, suggests web UI fallback, and resolves via password reset — all logical, KB-aligned steps.
R3 Met Correct resolution path conf 97%
Agent correctly applies 5-press method for MX6200 (Cognitive Mesh) and proceeds with router password reset — appropriate path per product and issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies solid blue = setup mode and uses 5-press, but does not confirm firmware, check for DFS/Instant-Privacy (required per KB), or verify if node was previously reset — root cause not fully diagnosed.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent suggests accessing web UI but never instructs customer to do so or use it to manually add node (documented in KB for SPNM/LN, but relevant for troubleshooting); relies solely on physical pairing despite ongoing failure, missing opportunity to use available tool.
T3 Partially Met No misinformation conf 78%
Agent correctly uses 5-press for MX6200, but tells customer to 'observe for 120 minutes' — no KB supports this; also incorrectly states Linksys Smart Wi-Fi is discontinued (it's the app sunset, not remote access), causing confusion.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintains polite tone but loses control with long silences, unrealistic '120-minute' wait, and disorganized transitions between pairing and password reset.
C2 Met Confirmed understanding conf 93%
Agent uses clear, simple language, confirms understanding, adapts to customer’s pace, and avoids technical jargon appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, does not transfer, and follows through on resolution without deflection.
O2 Partially Met Proactive follow-through conf 84%
Agent sets next steps (wait for solid white, then relocate), but initial 'observe for 120 minutes' creates confusion; final steps are correct but earlier misdirection adds friction.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; no handoff occurred — this appears to be first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly decides not to escalate, as the issue is resolved through troubleshooting and no L2 trigger is present.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was warranted — issue was resolved at L1.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expresses empathy, apologizes for inconvenience, and acknowledges customer frustration multiple times.
X2 Met Tone & rapport conf 92%
Agent matches customer’s conversational pace, checks in frequently, and adjusts explanations based on feedback.
X3 Partially Met Overall experience conf 86%
Customer repeats serial number twice due to correction; agent imposes long, unnecessary observation period ('120 minutes'), increasing effort.
Call Transcript44 turns · 46 lines
Speaker 1
How are you Josh? I have a an MX I have an MX-6200 systems and one of the child nodes-
00:00
Speaker 2
welcome to links, this 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, paid support may be available depending on your issue. To hear more about. 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] Hi, thank you for calling links. my name is Josh, how may I assist you today? uh, hmm.
00:00
Speaker 1
the particular child nodes or serial number, okay, let me just see. Okay, I think it's...
01:00
Speaker 2
to confirm, sir, you're trying to reconnect this child node to the network. Is that correct? All right, got that one, sir. So before we proceed for the troubleshooting, may I have the serial number of this offline child node? Yes, sir.
01:00
Speaker 1
[silence] for one of these, this is not it. Okay, I believe it's 5 8 W for William, 1 0 M for Mary, 2 C for Charlie D for dog, 0 2 6 6 1. Yes. Yes. Mr. first name is Lee, my last name is N A J M A N.
02:00
Speaker 2
[silence] Thank you so much for that one Sir. So again, let me verify the serial number. So it's 5 8 W for Whiskey, 1 0, M for Mike, 2 D for Charlie, D for Delta, 0 2 6 6 1. Is that correct? Thank you so much. Thank you so much for confirming. And in order for me to create a ticket here, may I have again your first and last name? [silence] and what about your email address? Thank you and have a great day. Bye.
02:00
Speaker 1
It would be Lee at Lee management.com. It's L E E at Lee management.com. Yes. Verizon. Yes it is. Yeah, let me just
03:00
Speaker 2
All right, so let me verify your email address there. Your first name is I. Sorry, your email address is ltee.natbejustian.com. Is that correct? Got that one. And last thing, sir, who's your internet service provider? Verizon. All right, thank you so much for all the information again. So let's now go back and try to fix this child node. So is this child node currently located next to the parent node? Okay, that's great. And the light on this node is still showing solid blue. Is that correct, sir?
03:00
Speaker 1
Let me just walk over there. Hold on a second. Uh, it's showing solid blue. Yeah. Yeah, hold on one second. I think I might have given you, uh, something here.
04:00
Speaker 2
no worries, solid blue. All right. That means that the node is on setup mode, and I assume the light on the parent is currently showing solid white. Is that correct?
04:00
Speaker 1
Oh, I'm sorry. I gave you the wrong, gave you the wrong serial number. Does it make a difference? It doesn't make a difference. Okay. So, so, let me read it to you. It's 58W 10 Enterprise Mike 2 Charlie 02625. Sorry about that. Yes.
05:00
Speaker 2
There you go. Oh, that's fine, sir. So, uh, yes, sir. So I really need to like the serial number of the offline child that yeah. Yes, sir. All right. Thank you so much for that, Ben. So, no worries, sir. So going back to the issue, the light on the parent node is showing solid white, correct? [silence]
05:00
Speaker 1
Yes, that's the reset button, right? It's being done on the parent mode now. [silence] Done. [silence] Right now, the parent mode was red for a second. Now it's white and nothing is happening and nothing is happening in the child mode. [silence] They're about three feet apart. They're about three feet.
06:00
Speaker 2
that's great. So let's now try to reconnect this child node using the five press setup method. So on the parent or main node press the reset button five times within five seconds. So it's like press release press release press release five times. Yes sir. And it should be done on the parent node okay? thank you. alright. and is the light on the parent starting to flash now? uh huh. I see. Alright. got this one. so for a while huh
06:00
Speaker 1
3 feet apart. Okay. So far, it's a steady blue. Yep. Doing it now. [silence]
07:00
Speaker 2
so let's observe the light on the child node for 120 minutes, and let me know if the light will start to flash white or blink white. Thank you so much. Still static blue. I see. How about this one? Kindly press again the reset button on the parent node five times within five seconds. [silence] All right. [silence] All right. Thank you so much for that one. uh,
07:00
Speaker 1
Okay, just, so the blue light is now dimming and, you know, it's dimming and then coming back again to brightness. So it's fluctuating. I must have done this 50 times already. Well, right now what's happening is it's blinking white and the parent node is blinking white as well.
08:00
Speaker 2
Got that one. Sure. Sir, don't worry, sir. If the shipper sits like the light on the child will be still showing solid blue, even though we already press the reset button multiple times already. Uh we are going to access the web user interface of the system and then manually add this child node through there.
08:00
Speaker 1
that's that's what's going on right now. okay [silence]
09:00
Speaker 2
That's great to know, sir. That means the the Chai. Yeah, that's a good sign. So that means that the child node is now trying to reconnect to the network. So, again, we will observe the light on the child node for 2 to 3 minutes. Thank you so much. [silence] Uh, by the way, sir, while observing the light on the child node, uh, may I know, or do you still know how long
09:00
Speaker 1
It's got to be two years, a year and a half, two years. And they've been, and they've been fine. And you know, the other, the other child nodes are working fine. So, there's suddenly this one child node, which was in a position that was basically handling the rest of this the rest of the property here, turned red and I haven't been able to get it to work, but, uh, they're still basically dimming and on and off. Probably something's in my records. Yeah, I should have an account with you, which
10:00
Speaker 2
How many years have you been using this router? Uh huh. Got that one. No worries. I understand, sir. Uh huh. No worries. And... and do you still have a copy of the receipt? Mhm. So that means that you have already consulted us before, is that correct? [silence]
10:00
Speaker 1
The other problem, because I've been trying to log in and I actually doubt my, normally on my phone, the Linksys app worked pretty well. But for some reason, there seems to be a problem now. Which is going to be the second part of my conversation with you if we ever got this to work. [silence] Oh, it does. Wow. [silence] The Linksys
11:00
Speaker 2
Uh-huh. Yeah, don't worry, sir, rest assured that we are going to fix the linksys app as well after this one. So, yeah, however, regarding the Linksys, sorry, Linksys smart wifi account, I'm going to set your expectation that that feature, like the Linksys smart wifi remote access has already been discontinued. So that means that we can no longer, yeah, sir, so that means that we can no longer manage this nodes on the web user interface remotely. However, rest assured that you can still manage the devices through the Linksys app using the router password. Uh-huh.
11:00
Speaker 1
OK. It's an Android, right? Yes, it should be. OK, so now we have two solid white lights. OK.
12:00
Speaker 2
So, yeah, once the light on this child node gone to solid white, we're going going to log in into the Lings this app using the router password. And actually, sir, may I have the o operating system of the phone that has this app, like, is it an Android or iOS? And I assume that phone is currently connected to the mesh network. Correct? That's great to know. So, uh-huh. That's brilliant. That means that we have successfully reconnected the child node. However, just to be sure, we are going to wait for 30 seconds or a minute, okay? So, don't worry. Thank you. After a minute, if the light on the child node is still showing solid solid white, that's the time that you can already un
12:00
Speaker 1
Okay, so we're waiting for that. So far, they're both solid. Yeah, sure. Understood. Okay. Okay, I'm doing that now. Okay.
13:00
Speaker 2
plug it and relocate. Yeah, relocate it back to its designated location. Yeah. alright, yeah. so let's wait for like at least 10 seconds. so don't worry, sir, for and for relocation, you you just need to unplug and uh plug the node to its designated location, okay? so and there's no need to press the reset button again. excellent. so if the light on the if the light on the child is still showing solid white, yeah, rest assured that you can already unplug and relocate the node, sir. yeah, got it. and kindly take your time.
13:00
Speaker 1
Can I help me? No, there's nothing you can really do. Hold on. Okay. Just plugged it back in, and blue light came on. [silence]
14:00
Speaker 2
Yeah, that's fine, sir. That means that the node is still on booting. So it's still booting up. So yeah, let's wait for its light to turn back to solid white.
14:00
Speaker 1
It's blinking, it's dimming blue.
15:00
Speaker 2
Hello sir, what's the uh light again on the child node right now Demingloo? All right, that's fine. So yeah, the node is still booting up. And I assume the light on this node will turn to flashing red. However, rest assured that that's normal since the child nodes will be trying to reconnect to the network
15:00
Speaker 1
[silence] It's, uh looking for the router. Looking for the network. [silence] All right. It's telling me that the router password is incorrect. I have remaining four incorrect. I have,
16:00
Speaker 2
However, rest assured that the light on this node will change back to solid white. So we can actually try now to log in into the Linksys App Store on your phone. So on your phone, kindly open the Linksys app. and let me know once you are on the login screen. incorrect
16:00
Speaker 1
Four attempts left. Reset password. Okay. Okay, then I have to go back to that. Hold on a second.
17:00
Speaker 2
All right, that's actually fine, sir. So, yeah, for the router password, we can actually reset this one and rest assured that resetting the password will not disconnect your wireless devices from the network since we are not resetting the Wi-Fi password. So, rest assured that we can just reset the router password, sir. So, on the screen, like on your phone, kindly click, I'm sorry, tap on the router reset or reset password. Yes. Ahuh, and then enter the five digits recovery key that can be found on the parent or main device. No worries.
17:00
Speaker 1
Okay, it's asking me whether I should continue. The account holder will be notified. And now to enter a new password, right? Okay.
18:00
Speaker 2
Yeah, can you please press continue? Excellent, yes, sir. Can you please create a new router password? [and] make sure the new password meets the requirements. Would you like me to say the requirements for the new password? Okay, that's great to know, sir. All right, kindly take your time and just let me know once you have successfully logged in and settled into your app. [silence]
18:00
Speaker 1
[silence] Uh, yes I have. Hold on a second. Okay, that's yeah, that child node now is white. Uh,
20:00
Speaker 2
Hello sir were you managed to log in into delignsis app? That's brilliant sir. And can we check again if the light now on the child node already turned to solid wine? No worries, sir. And kindly take your time as well. Excellent, sir. So, yeah, that should.
20:00
Speaker 1
right that's right that's L-E-N-A-J-M-A-N. com now if i want to if i need to log into lynx which password do i use now the one that i just entered [silence]
21:00
Speaker 2
That should do it, sir. I'm so sure that we have managed to really uh sorry to reconfigure the child out. So uh by the way, sir, and I really do apologize for this one. Let me verify again your email address. So your email address is your first name which is Lee at li li management.com. Is that correct? A ham? Thank you so much for that one. Uh, ham. Mm～hmm～.created. Yes, sir. for if you want to uh yeah, if you want to log in into the linksys app to manage your nodes. Yes, please make sure to use the new router password. The one that you just created. So the Wi-Fi password is still the same, okay? We just uh created or reset the router password, which is the login or admin password.
21:00
Speaker 1
Got it. Okay. So the recovery key and everything else stays the same. Okay. All right. Right. So I think it looks like we have it up and running and and you we very terrific. Thank you so much. Yes. Very much appreciated. Thank you. Yes we are. Thanks for your help. You too. Bye-bye.
22:00
Speaker 2
All right. Yes, sir. That's correct. You're most welcome, sir. And I do apologize. And thank you so much again for your cooperation. Okay. So we actually made a great team for this one. And again, thank you so much. You're most welcome. Are we all good for now? Got it. Again, sir, thank you so much for your time and thank you for calling Lenixus. So you have a great day. You're most welcome. Bye for now. Take care. [silence] Oh, I'm sorry, sir. you may now end the call. No, worries, sir. Bye.
22:00