V2 Rubric Detail — cbf5c79e-6e71-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 19:37
Duration
29m 51s
Contact
Eva Ramirez
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00116070
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 5GHz network is not broadcasting
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.29/5
Escalation1.50/5
Customer Exp1.79/5
Overall40.0% (+16.1)

V2 Grader Summary

The agent failed to resolve the issue or apply correct troubleshooting, relying on an undocumented recovery procedure and inaccurate reset guidance. Despite taking ownership and referencing case history, critical technical steps like accessing the admin interface were skipped, and escalation was mishandled with no timeline or path provided, leaving the customer with increased effort and no resolution.

V1 Case Analysis

Customer reports basement MX4200 child node blinking red and not connecting. Agent performed non-standard power cycles and brief reset, did not follow factory reset or 5-press pairing procedure. Requested purchase receipt and promised to forward case. No fix achieved.

Troubleshooting Steps
  • Repeated power-cycle (unplug for 2s, plug back, wait 5s) several times (undocumented procedure)
  • Pressed reset button briefly (blinked blue then red; not a proper factory reset)
  • Switched the node to a different power outlet
Key Observations
  • Agent used a completely undocumented 10-step power cycle procedure not found in any Linksys KB article.
  • No attempt to perform a proper factory reset (10-15s) or verify the node reached solid purple (ready state).
  • No use of the 5-press method on the parent router to re-add the child node, which is the correct procedure for MX4200.
  • Agent incorrectly interpreted the blinking red LED (disconnected from parent) as a successful recovery outcome.
  • Call ended with a request for documentation rather than a technical fix, leaving the issue unresolved.
Positive Highlights
  • Asked for the device serial number and attempted to verify it.
  • Displayed empathy and patience throughout the call.
  • Collected the customer's email address for follow-up.
Agent Errors / Gaps
  • Invented and performed an undocumented 10-step power cycle recovery procedure not supported by any Linksys KB article.
  • Did not perform or instruct a proper factory reset (10-15s) for the MX4200 child node as required by KB.
  • Failed to use the 5-press method on the parent router to re-add the child node, which is the correct pairing method for MX4200.
  • Misinterpreted the blinking red LED (disconnected from parent) as a successful recovery outcome.
  • Did not verify the parent node’s internet connectivity or firmware version before troubleshooting.
  • Did not collect full serial number or confirm model before troubleshooting (though partial serial was collected).
  • Did not set a clear escalation or replacement path; only asked for receipt and promised to forward without confirming next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; node remained non-functional and no immediate fix was provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Performed power cycling and outlet change, but skipped critical steps like checking admin UI or WAN connection.
R3 Partially Met Correct resolution path conf 87%
Agent recognized recurring issue and requested receipt for warranty review, but did not confirm warranty status or complete full troubleshooting before suggesting escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Identified blinking red LED symptom and asked about power source, but failed to ask about parent node status, network map, or recent changes.
T2 Not Met Appropriate tools / resources used conf 95%
Did not access router admin page (http://192.168.1.1 or myrouter.local) to check node status, despite it being a standard diagnostic for mesh issues.
T3 Not Met No misinformation conf 96%
Instructed customer to hold reset until light turns off — contradicts KB which states release after red flash and power cycle; also described non-standard 'recovery procedure' of repeated power cycles not documented for MX4200.
Communication
C1 Partially Met Clear & professional language conf 88%
Opened call professionally but had multiple long silences, unclear instructions, and no structured agenda.
C2 Partially Met Confirmed understanding conf 85%
Used some accessible language but introduced confusion with terms like 'recovery procedure' without explanation and did not confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by keeping the case, promising follow-up via email, and not transferring the customer.
O2 Partially Met Proactive follow-through conf 88%
Set next step of sending receipt but did not provide timeline for response or callback.
O3 Met Closure confirmation conf 93%
Referenced previous tickets and acknowledged history of repeated issues, showing continuity.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 84%
Indicated intent to escalate to team due to possible hardware fault and warranty concern, but did not formally assess if L1 troubleshooting was exhausted.
E2 Not Met Escalation prep & handoff conf 92%
No details provided about escalation path, ticket number, responsible team, or expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Expressed thanks and acknowledged patience, but responses felt procedural rather than empathetic to ongoing frustration.
X2 Partially Met Tone & rapport conf 84%
Maintained calm tone but failed to adjust pace during customer confusion and allowed disengagement during silences.
X3 Not Met Overall experience conf 94%
Customer repeated information about receipt access, struggled with unclear print-to-PDF instructions, and endured long unexplained silences.
Call Transcript48 turns · 53 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. Hi, I'm Paulo from Linksys Customer Service, theme level two. And this call is recorded for quality assurance purposes. Hello, ma'am. Oh, I see. Um, Renee, I'm calling you about the MX4200. Is this the best time for us to work with the device, sir? I can hear you, sir. Yes. Yep. My name is Paulo. Ah, Paulo, that's P-A-U-L-O.
00:00
Speaker 2
This is, this is Renee, her husband. I'm the one that called earlier. Yeah, I have a, I, can you hear me? Can you hear me well? Okay, I have a few minutes. I'm sorry, I didn't catch your name. What was your name? Pablo? Uh oh. I didn't, uh oh. Okay, yes, all right. Um, okay, Pablo. So I don't know, is there any information that I can give you? I don't know how much information you have.
00:00
Speaker 1
what I have here, Rene, is that you have three nodes and according to the ticket here there are two child nodes can't be added and then they're staying purple, that's what I have [silence] okay [silence] mhm
01:00
Speaker 2
Go ahead. Ah, so frustrating. Um, no, that is not the case. Okay. So, we do have three nodes. It was a three-pack. The purchase was for three-pack nodes. We have the parent node, which is connected directly to the cable provider wireless router, or modem, and that one seems to be working. We have a child node on the second floor of our house, directly above the parent node, and it is not connected with a wire. It is connected wirelessly, so it's just to the power outlet. That one seems to be working. Let me just double check. Okay. Still working. And then we have one more, which is in our basement. So we have three floors in our basement. That one is also connected wirelessly because I do not have holes in my ground in my floor to to to run a wire. Um, it is beneath. So it is directly below the parent node and that one is not working. Um, it blinks red. It was blinking red today. Um, it is not the first time that this happens. We have had multiple tickets with the same issue. Um, we have had to repair the devices repair, not repairing repair the devices back to the to the parent. We have had to do a whole bunch of stuff prior and other tickets and this happens every so often. Um, I unplugged that child node. For a couple minutes, plugged it back in, it did not, it did not turn on. Um did it a few times. And then, when I got to Elope, that is the person that I spoke to last, who apparently didn't understand what we were doing. Um he had me Disconnect everything that I had from your child node and take it to at least three feet away from the parent node, which I did. Plugged it into the A to the power. But did not plug it directly into the node, into the parent, had me plug it just to the power and had me hit the reset button and do all this other stuff and it's still not working. He mentioned something about a purple light. I do not see anything purple. He also mentioned something about magenta, which is like a pinkish cue, uh similar to like a T-Mobile. I do not see that either. The only thing that I see is that it cycles through blue and red.
01:00
Speaker 1
blue, blue. Okay. [silence] I see. Okay. Uh, yes, uh the base node it indicates you the base node. All right, the last five numbers of that serial number Rene is it, um 01093? Okay. I thought that's the one, can you give me the, the whole, uh serial number? I know it starts with 38U, is it also, uh 20M and then 16D and what was the last five numbers again?
04:00
Speaker 2
solid blue now it's a lighter blue and it's blinking lighter blue and then it goes to right let me double check that for you no uh it's zero one two four zero correct first correct decimal zero two for zero
04:00
Speaker 1
Got that. Okay. Now, um, based on the description, Renee, okay? There's a possible hardware problem, okay? But we're gonna revive it. Now, you said currently it's, uh, it's, uh, going back and forth blue, right? Hmm. Okay. And currently that particular child... Okay. Gonna go right. And right there, we need that particular node. Okay? Is that plugged into a main power outlet or power strip? No step. Okay. Output. Okay. All right. Let me just pull up here, uh, steps, okay? Uh, this is called, um, recovery procedure. Rene. Uh, I'm going to, uh, pull it up and, uh, we're going to apply that to your ticket. And while pulling this up, okay? Um, is there a, a phone, a laptop that we can use to check and see? Because, uh, right now it's blinking, um, different colors right now. Now, um, can you check if there's a name? Yes, uh, it's okay. We're not going to connect. Uh, we're just going to uh, check something. Now, underneath that node that we're uh, working on, there is a name there that says, um,
05:00
Speaker 2
And if you're taking them any family and a state case they were a part of, so we can use what do you need the what do you need the? What do you need the laptop for? I have a laptop what do you need the laptop for? Cause it won't, I can't connect it via ethernet.
06:00
Speaker 1
Yes, sir. Yes, sir. Okay, perfect. Okay. Okay, yes, that's, that's correct.
07:00
Speaker 2
Okay, so if yours are not, yeah, give me one second. Let me grab my laptop. But if you're going to ask me, you're going to ask me if I see the VLO setup on the Wi-Fi on the computer, the answer is no. We tried that out. But I'm going to check again. Hold on. Let me let me check again. Hold on. Okay? Sorry. I was sorry for that okay sorry sorry sorry good good okay okay so first name. This one is going to be Velop setup 14 David. All right, so I'm going to go to the Wi-Fi on my computer. I'm going to look at other networks. Corregan? click on the wrong
07:00
Speaker 1
[silence] Okay. Thank you for doing that for me. Okay. Now we're going to go to the node named Rene and we're going to do the recovery procedure. Okay. Now, um, and uh by the way before I give you the instruction, okay, um, uh these are 10 steps, okay? So, um, uh you're not going to perform it yet. Uh, let me just give you uh at least two of the instructions. Anyway, you're going to repeat this uh nine times, okay?
08:00
Speaker 2
I don't see Velop setup 4-Team橋. I can click on uh, uh "Other" but then it's going to make me type something in. [silence]
08:00
Speaker 1
Do it that I'm just gonna give you the instruction. So the first step is unplug the power from the router. Wait for two seconds. And then after that plug the power back on and count for five seconds. So are you ready, sir? Okay. We're gonna do that. Okay. Okay, I'll do the counting. We'll do it together. You can do it together. Okay? Okay. All right. Now you may unplug the power. Wait for two seconds and then plug it back in. Once you plug it back in wait for five seconds. We're on step number three.
09:00
Speaker 2
Yep, so unplug the power for two seconds. Plug it in. guys, just tell me what to do. Unplugged. Yeah. One, two. [silence]
09:00
Speaker 1
Okay. Okay, unplug the power. Wait for two seconds. Replug it. Yep, and wait for five seconds. Unplug it. Wait for two seconds. Replug it. Mhm. Wait for five seconds. Unplug it. Wait for two seconds.
10:00
Speaker 2
one
10:00
Speaker 1
seconds, that's correct. And then wait for two seconds. And for the last step, uh, it's for about four minutes, sir. We're gonna wait for the last step. Okay, four minutes. We're gonna observe the behavior. Okay, we're gonna wait for uh... four minutes. I'm silly here. I'm checking the timer, sir. Uh, we're gonna wait for four minutes. Oh, sorry.
11:00
Speaker 2
1, 2, 3, 4, 5. Plug. 1, 2. So it's a batten. 1, 2, 3, 4, 5. Go ahead. uh. Okay. Plug me. Okay. plugged in? Uh. Did I lose you Colin? I'm sorry. uh. You're you just keep cutting out, that's why I'm asking you. Uh. You don't. Uh. Do you. Uh. Uh. I'm going to try to. Uh. on the phone, try to give you.
11:00
Speaker 1
All right. So uh yeah uh I think it's uh two or three minutes now checking on the uh the timer. Uh how's the led status there? Ooh? blinking red okay All right, that was a perfect, um, usually when I perform a recovery procedure, um, I know that, that was a, you know, good way of performing that. Now, uh, are we gonna do a, um, complete reset, um, uh, Renate, okay? This time, I'd like you to, um, press and hold the reset button. Just push it, and let me know what the LED status are. Uh, just press and hold it. I'll let you know when to release it. Okay. No. Let me know if the light is on.
13:00
Speaker 2
a recovering procedure I don't know. Just push it once. Okay, I'm holding it. It's blinking blue. Now it's blinking red. [silence]
14:00
Speaker 1
okay uh let me know if if the light is off is it off uh Oh I see uh you may let go of the reset button sir okay so let me put that uh description sir push the reset button
15:00
Speaker 2
No. So your, so you, no. So your colleague said that earlier, too, the light never goes off. Right now, it's blinking red, like, fast. Then it slows down, then it goes fast. It never goes off. And I was trying to explain to him before. He kept telling me the light would shut off. I don't see the light shutting off. [silence]
15:00
Speaker 1
All right, now, uh, we're just gonna wait for one minute. Now, Renee, I know you are relocated this one to a different outlet, which is close to the Pericone. Do you have another power outlet that we can try there, especially the main one? Um, a main power outlet? Oh, okay. Uh, good. Uh, two reasons, sir. Uh, two reasons, sir. Uh, this is for documentation purposes just in case, uh, they wanna check that later. This is the procedure that we are going to follow.
16:00
Speaker 2
yes.
16:00
Speaker 1
the alpha's first that's the reason and every time we do something if it's possible to a main power outlet yes sir thank you sir thank you sir
17:00
Speaker 2
Sure. Um. Sure. Yep. All right. So you want me to unplug it and put it somewhere else? OK. Unplugged. And I'm going to go somewhere else. I have another main power. Um. This is even closer to the modem. To the, to the parent and it's not plugged into another outlet.
17:00
Speaker 1
After you plug it to a different outlet, sir, uh what is the uh LED behavior? Is it still the same? earlier yeah just blinking right okay. Okay now um yeah I have a question, sir. Uh have you tried the uh power adapter?
18:00
Speaker 2
now it's blinking right so it took the other one that was that that uh that was uh
18:00
Speaker 1
of the working child node to this child nod. Yes. What I'm asking is if you have you tried that one before? Okay. Okay. Let me just take out. Oh, that um.
19:00
Speaker 2
so the plug that's going from the wall into the node you would me take it out of the one that's working and put it into this one. Is that what you're saying? You wouldn't no I haven't and here's the main reason why I haven't tried that. The way that your products operate is the minute that I do that then the second one won't work. Then I'll have two child notes that don't work. So I don't want to break something that's not I don't want to fix something that's not broken. So the answer to your question is no, I have not.
19:00
Speaker 1
My uh question, um uh Renee is that you purchased these nodes uh from Amazon, sir? Am I correct? Is this correct? OKAY. Uh and uh do you still have the receipt, sir? Or probably it's already in the ticket. Mm-hmm. I, um. Gotcha. OKAY, it has been.
20:00
Speaker 2
[KEEP_UNCERTAIN] Uh, yeah. Yeah. Yeah. Uh, I mean, I'm sure we do. We can probably get it. It, it wasn't, it was just to be clearer, it wasn't purchased like a month ago, right? I mean, we've had if you look at the history of the account, we've been calling ever since we got from we've had issues since last year. No one, no one does anything. It always gets escalated. We have to remap, reconfig figure, re, whatever, it works and then it stops working again and we do it all over again. [silence]
20:00
Speaker 1
the reset and re-ad... reset and re-ad... yes sir, I see that. Um the tickets that before I called, um you started calling about this February sir, is that correct? Uh the ticket, unless there's there's another ticket that I um didn't look at, but um says here uh february of
21:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, I mean, the notes should say that, right? On the account. I mean, all the tickets should have notes, all the memos. It should be there, right? [silence] No, No, No, sir. You're talking about February of what? Of this year? Of 2026? That's correct. That's, hold on, let me pause you for a second. If you're looking at the ticket, if you're looking at the ticket that was just opened for you or the ticket number that I gave the gentleman earlier, yes, that would be sometime in February. I'm talking about
21:00
Speaker 1
Last year, okay. Okay. So, let me understand, sir. Um, you keep getting this problem when it was still in warranty. Uh, am I correct, sir? Okay. I will take that with.
22:00
Speaker 2
[KEEP_UNCERTAIN] All of the conversation. This has been going on since last year. The reason why I say that to you is because you asked me about the purchase. So if it was going to be replaced by Lynxness, it should have been replaced when we first called. I'm pretty sure I'm out of whatever window for replacement that is. But it's not on because of me. I continue to call about the same issue and it doesn't get and it doesn't get, it doesn't get fixed. So what am I supposed to do? Sure. Yes, since the very beginning. Since the very beginning. I mean you'd have to look at, I mean, I don't have all the ticket numbers on hand, but you'd have to take a look at all the ticket numbers and you'll see
22:00
Speaker 1
okay. Okay. I'm going to take note of that really, okay? My um, my next question is uh, uh, is this your uh email address is uh RamirezFamily2510@gmail. com. Uh, is this yours or your-s Or your-Okay. Okay. More access to. The reason I ask is because uh, I'm going to send you an email, sir. Um, uh, you said you have the receipt, right? And uh, like you said, you've been calling this
23:00
Speaker 2
of the podcast it's correctness for the family it's the family so we she and I both have access to it. Well, she has more access to it.
23:00
Speaker 1
a concern since last year when it's still in warranty. Okay. So, uh, I will present this to the team, Rene, and I'm going to need a receipt, sir. Okay? So I'll be sending that one right now. Uh yes, yes. Yes, sir. I mean, I'm I'm asking for the receipt, yes. And uh, it's uh, since this is Amazon, uh, probably I'm sure the family has the the account from Amazon, right? So, um, okay, writing a short email right now. So, I'll just put it here. Um, sorry. Uh, how do you spell your uh, Rene's? Or that's R E and E? One E. Got that. Okay.
24:00
Speaker 2
Okay. I will have. Do you want me to reply to your email with the receipt? Is that what you're asking for? Okay. No, just one E at the end. So two E's in total. R, E. And. [silence]
24:00
Speaker 1
and by the way uh in the account okay you might want to uh include the uh order details and um there's a button there forgot the exact instruction on the account once you click uh view details where um the details of the purchase okay um you might want to print it but don't print it. Okay, I'll print it, create a JPEG file before you send it back to me. By the way, uh, Renee. I'm going to send you an email now, sir. Okay, let me just give you the exact instruction for that. Uh, this is for my Amazon. I don't have one. Um, I already sent the uh email, sir. You should be uh uh the uh how you uh, yeah, let me just give you, let me look for that instruction sir, okay? One second. Uh, what information that you're going to be sending me for the receipt. Yeah, I see it now.
25:00
Speaker 2
Don't don't don't don't don't don't don't don't don't don't don't print. don't click. What was it?
26:00
Speaker 1
[silence] Okay. Did you receive my email sir? Okay, I have the instruction here what to send us about the receipt, okay? Let me know if you're ready sir, okay? I'll be waiting. Okay. [sigh] [silence] she is. Okay. Okay. [sigh] Send you an instruction. Go to your orders first. And then the step number two is select invoice underneath the order number and select [print] this page for your record.
27:00
Speaker 2
Um I I can't see it yet. I have to wait for my wife to get off the phone. she she has the most access to it. Um I mean I can take I can take your instructions, but I can't see the email yet. Um she she she's in she's on a conference call. Um so Uh-huh.
27:00
Speaker 1
On top of the orders summary, select your browser to print. Either you, uh, convert this to a day bag or PDF. Okay. Then you can attach it to the email that I sent you. Yeah, sure. PD. after. You're right. Exactly. Uh huh. Perfect. I Uh, yes. Uh, yes. Uh, here's what I'm going to do, Rene, okay? I'm going to talk to the team. I'll be waiting for that receipt, okay? I'm going to tell them that you've been calling for this concern when it was still in warranty. Okay? And then I'm going to present that receipt. [silence]
28:00
Speaker 2
all right so go to orders hit invoice under the order number select the print and then convert it to a jpeg or a pdf okay I will do that as soon as we have the uh the opportunity to do that and then when you guys receive that will you be calling back will somebody be calling me back okay O. Yep thank you
28:00
Speaker 1
That's, that's what I'm going to do. And uh, by the way, Renee, this ticket is under my name. And as soon as I send you an email, uh, we can communicate by email. You can communicate to me directly. Okay? The ticket is under my name. All right. By email, yes. Yes, sir. All right. And all right, thank you for your patience, Renee, and you have a great day, okay? Take care now. Bye-bye. Uh.
29:00
Speaker 2
Okay. Is that via, via email, correct? Via email, correct? Okay, perfect. Okay. Alright, I will have it out to you as soon as possible. Alright, thank you. Bye.
29:00