V2 Rubric Detail — ccf02464-7376-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 04:55
Duration
29m 21s
Contact
Grant Parkinson
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#PR00135069
Support Country
Hong Kong
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_Unable to add child node.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol5.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
Escalation4.00/5
Customer Exp5.00/5
Overall84.9% (+28.9)

V2 Grader Summary

The agent conducted thorough troubleshooting on the MBE7000 child node, identified a probable hardware defect, and initiated the RMA process with clear next‑step instructions and a callback promise. While the issue was not fully resolved on the call, the escalation path was appropriate and well‑executed. Technical accuracy was compromised by incorrect reset duration and an unsupported recovery procedure, but this did not rise to the level of a critical failure requiring auto-zero.

V1 Case Analysis

Customer unable to pair fourth MBE7000 child node; node flashes blue but never stays solid. Performed resets, power-adapter swap, and multiple power cycles. Determined likely hardware defect; arranged RMA via email receipt and scheduled callback.

Troubleshooting Steps
  • Factory reset (hold reset 20 seconds)
  • Power-cycle the node repeatedly (5-times power cycle count)
  • Swapped power adapter with a known-good adapter
  • Checked for default Velop SSID on smartphone
  • Attempted pairing via pair button after solid blue
Key Observations
  • Node exhibited classic hardware-fault symptoms: blinking blue, intermittent solid blue, failure to broadcast setup SSID.
  • Agent correctly escalated to RMA process after validating power adapter and performing multiple resets.
  • Agent maintained clear communication despite customer interruptions and provided a concrete follow-up path.
Positive Highlights
  • Collected full customer details (name, phone, email, serial, model) early in the call [00:19–02:36].
  • Correctly identified hardware fault after systematic troubleshooting [23:12–27:02].
  • Initiated proper RMA workflow with receipt request and callback scheduling [27:02–28:50].
  • Accurately followed MBE7000 reset and pairing procedures per KB [03:19–04:03, 11:58–13:35].
  • Recommended direct power source and verified power adapter specs [05:45–18:26].
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent initiated RMA process but did not confirm approval or resolution during the call; outcome pending follow-up.
R2 Met Diagnostic thoroughness conf 95%
Agent performed factory reset, power source change, adapter swap, power‑cycle recovery, Wi‑Fi SSID check, and pairing attempts.
R3 Met Correct resolution path conf 90%
Agent correctly identified a likely hardware fault and offered the appropriate next step – an RMA/replacement – rather than dismissing the issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked about the node’s LED state, power source, ISP, and followed a logical sequence to isolate the problem.
T2 Met Appropriate tools / resources used conf 85%
Agent used the customer’s smartphone to verify Wi‑Fi broadcast and guided the customer through physical reset procedures, which are the correct tools for this symptom.
T3 Not Met No misinformation conf 95%
Agent instructed a 20-second reset and a 1-minute reset for the MBE7000; however, universal_factory_reset.md specifies 10-20 seconds for most routers, but the specific Cognitive Mesh family (LN/MX6200/MBE7000) in universal_mesh_full_rebuild.md specifies 15 seconds. More critically, the agent performed a 'recovery procedure' (unplugging/plugging 5 times) which is not supported by any provided KB.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations, kept the call focused on troubleshooting, and gave a clear follow‑up timeline (call back in an hour or two).
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding, and avoided technical jargon beyond what was needed.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, did not transfer, and took responsibility for the RMA process.
O2 Met Proactive follow-through conf 90%
Agent stated the next steps (email receipt, call back in 1‑2 hours) and gave realistic timelines.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's first contact; no prior history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Agent determined escalation to RMA was appropriate given repeated hardware‑failure symptoms.
E2 Met Escalation prep & handoff conf 85%
Agent collected serial number, purchase info, promised email with ticket number, and scheduled a callback, fulfilling escalation requirements.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent thanked the customer repeatedly, apologized for the inconvenience, and maintained a courteous tone throughout.
X2 Met Tone & rapport conf 80%
Agent matched the customer's calm pace, paused for background noise, and kept engagement despite interruptions.
X3 Met Overall experience conf 80%
Agent performed most actions on the customer's behalf (reset timing, power‑cycle counting) and avoided unnecessary repeats.
Call Transcript104 turns · 161 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. To continue in English, press 1 now. Putong huat. Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today?
00:00
Speaker 1
Yeah, hi. I bought an additional pack of two routers and successfully got one of them paired, so that means I've got four now paired. The second one won't pair, and I've been trying
00:19
Speaker 2
I see. Thank you for all the details and may I have the serial number of the router or the node that you're trying to pair that's not connecting?
00:30
Speaker 1
now for some time, and unfortunately, I don't, yeah, it's not pairing.
00:38
Speaker 2
Serial number can be found at the bottom.
00:55
Speaker 1
Yep, I will. Yep. Okay, the serial number is, oh, man. Okay, 59A10, M for Mary, 28, E for Echo, 00021, MBE7000.
00:55
Speaker 2
Alright, thank you. And the model number as well, may I have it?
00:57
Speaker 1
So I have one parent.
01:31
Speaker 2
Alright, thank you. And how many total nodes do you have? Including the...
01:31
Speaker 1
Yeah, one parent.
01:39
Speaker 2
Uh-huh.
01:40
Speaker 1
One parent and three child, and I'm trying to add a fourth child. Yes, it is, yeah. Yes,
01:40
Speaker 2
Alright. Okay. And your parent node, is it also an MBE7000? Alright, got it. And is this your first time calling Linksys?
01:42
Speaker 1
it is, yeah. Thank you.
01:57
Speaker 2
Allow me to create a record here for your Linksys device. May I have your first name and last name? Welcome. And may I have also your phone number, Grant, in case we get disconnected, I'll be able to call you back.
01:58
Speaker 1
Sure, it's Grant Parkinson. Sure, 57294566. Yep, it's grantparkinson72 at gmail.com.
02:06
Speaker 2
Alright, thank you. And may I have also your email address? Alright, thank you. And for your child that's not adding, may I know what's the light showing on the top of it right now?
02:22
Speaker 1
Yeah, it's flashing, I think you call it purple, do you, or blue, whatever? Yeah, flashing blue. It doesn't ever go solid blue. Yes, I did, yeah. Yes, yes, it is, yeah.
02:46
Speaker 2
Oh. Okay, got it. And you tried it adding together with the other ones using the Linksys app, right? Alright, thank you. No worries, we have other method on how to add this child node. And this child node, is it within five feet away, plug in to the PowerSelect, within five feet away from the main node? Alright, thank you. We're going to properly reset it so that it will have a fresh start, and then we'll use other method in adding it. And let's start it with a reset. So for the reset, you may press and hold the reset button for 20 seconds.
02:52
Speaker 1
Okay, I'll start now. Right now, there's no light on it. Oh, okay, the light, yeah, it's come back on solid blue, yeah.
03:37
Speaker 2
Yes, please. And while pressing the reset, let's also observe the light. Is there any changes on the light on the child node? Okay. Okay, we'll wait for blue light. Okay, you may now release the reset.
03:39
Speaker 1
Oh, okay, yeah, it's blinking blue again, yeah. Hong Kong Telecom. It has, I think, gone, okay,
04:03
Speaker 2
That's all good. And next, let's wait for it to go through blinking blue, then a solid blue light. So we'll give it one to two minutes. Alright, wait. We're waiting for solid blue. And while waiting for documentation purposes, may I know who's your internet service provider? Alright, thank you. And the child node's still blinking blue.
04:05
Speaker 1
uh, it has gone solid blue. It started blinking. It started blinking again. Yeah, yeah, but, yeah, this is, unfortunately, I don't know if it will give us a steady solid blue light.
05:13
Speaker 2
Alright, it's ready for adding. So we're going to use the pair button and adding this child node. Pair button will be, let's start to blink again. Okay, let's give it another minute. We'll wait for steady solid blue light. Um, right now, this child node, is it plugged into a direct power source or is it plugged into a power strip or power extension?
05:18
Speaker 1
It is plugged into a power extension, but I can take the extension out.
05:58
Speaker 2
Yes, please. And let's plug it into a direct power source. Then we'll observe again its light.
06:03
Speaker 1
Okay, yep. Okay, it appears to have gone solid, but I don't know if it's going to start. Yeah, okay, now it's blinking again, yep.
06:10
Speaker 2
Alright, so we'll wait for one to two minutes. Waiting for a solid blue. Great, so it's showing a steady solid blue.
06:30
Speaker 1
Okay, I don't want to speak too soon. We might have a solid blue. Yeah, now it's started, it's started blinking again.
07:26
Speaker 2
So we can now add it back. Started blinking. We'll try to isolate it if it's not something to do with its power adapter. Since you have other in B7000, which is also a child node, let's try swapping their power adapter.
07:40
Speaker 1
Okay, sure, I'll just go and, just go and get one. Yep, give me a second.
08:02
Speaker 2
Okay, thank you. No problem. Alright, and we'll give it also one to two minutes using the same power adapter, but from the other child node that is working fine.
08:06
Speaker 1
I'm going to swap this, okay, because if we don't get a solid blue, does that mean it just won't pair?
08:55
Speaker 2
So, wait for a solid blue. Alright. It means that it's not going... It means that it's not going to its setup mode settings. Like, it should be solid blue before adding it using the app or using a different method.
09:22
Speaker 1
Yeah. Yeah, okay. So, yeah, so it's done what I think you expect it to do, and it's now gone solid blue, so now I just wait. Yeah, it started blinking again.
10:13
Speaker 2
Okay. Yes, please. Let's wait for another minute. We'll check if it starts blinking again. It started blinking again. I see. Do you have a smartphone there? I'll double check if this child node broadcasts its own signal or Wi-Fi signal. Let's open Wi-Fi. Open your smartphone, please. And let's check if we can see a Wi-Fi name, underscore, Velop setup.
10:28
Speaker 1
No, no, I think, no, no, there's only, there's only me, there's only my Wi-Fi, the proper one that should be there, and then there's something else that says house Z, which assumes one of my neighbors.
11:14
Speaker 2
And there's no Wi-Fi name that's matching the default Wi-Fi name found at the bottom of the child node, right? That's blinking blue. Okay, got it. Let's now perform a recovery procedure for this child node. The recovery procedure is we're going to unplug it for two seconds. Then plug it back in for five seconds. And we'll do it five times. I'll be providing the instruction, and I will also be the one counting. Just let me know.
11:16
Speaker 1
Okay, okay, you ready? Okay, and it's, yeah, it's unplugged again.
11:58
Speaker 2
All right. So to start with, unplug it from the power source, 1001, 1002, and plug it back into the power source, 1001, 1002, 1003, 1004, 1005. Plug it back. And unplug it from the power source.
11:59
Speaker 1
Now, yep, yep.
12:29
Speaker 2
1001, 1002, 1003, 1004, 1005. And plug it from the power source. 1001, 1002, 1003, 1004, 1005. 1001, 1002, 1004, 1005. And plug it from the power source. 1001, 1002, 1003, 1004, 1005. And plug it from the power source. source. One thousand one, one thousand two, plug it in back to the power source. One thousand one, one thousand two, one thousand three, one thousand four, one thousand five.
12:31
Speaker 1
Oh, come on in. Yeah, come in.
13:13
Speaker 2
Unplug it from the power source. One thousand one, one thousand two, and this will be the
13:20
Speaker 1
Kobe. Kobe, come here.
13:25
Speaker 2
last one. You now plug it back to the power source. Yes please. And thank you
13:29
Speaker 1
Plug it in. Thank you, I plugged it in.
13:30
Speaker 2
for doing that. And we'll wait for it two to four minutes to see us blinking
13:35
Speaker 1
Yep.
13:40
Speaker 2
blue, then we'll wait for solid blue. Alright, no problem. It's okay.
13:42
Speaker 1
Sorry, sorry. Kobe, come here. Come. Sorry. Kobe. Sorry, the trade was just derived. Kobe, come here. He's very friendly. Come here. Keep calm. Stay here. Kobe, sit. Yeah. Yeah. Yeah, sit. Sit. Yes, I know. Stay there. Yeah. Stay. Kobe. Yeah, I know. I know. And Kobe. Yeah, next one. Kobe, come here. Hi, Kobe. Kobe, the dog. Yeah. Yeah, I know. I know. Yeah, I know. Come on. Yeah. Don't growl. Why are you growling? Come on. Okay. Sorry. Kobe. Come here. I'm just going to.
13:45
Speaker 2
Right, okay right now is it blinking blue? Solid blue. Okay it's still one, we have
14:42
Speaker 1
It is a solid. I think it's called solid. I'm hoping it stays that way. The computer.
14:43
Speaker 2
one minute. We'll give it another minute. It's back to blinking blue. I'll give, since we just started for another minute, I'll give it time again. It goes back to solid blue, alright. And do you have a computer that can connect using an Ethernet cable? Yes, that can connect using a cable. Yes sir. We could try, I'll check if, yes.
14:56
Speaker 1
Kobe. Now, sorry. I'm just going to get this dog out of the way. Come here. Come here. You okay there? Are you cattle? Give me, give me. Mike Michelle. Okay. Okay, . Now talking to me. Kobe, come here. I'll just close the door so he doesn't get in the way. Sorry, I'm just going back down to look at it now. So I'm not sure I can. It's a work computer. I think if I plug in Ethernet. So I don't know if it will, it's still blinking. We can try.
15:27
Speaker 2
You can connect your computer to one of the Ethernet port or LAN port of the computer.
16:40
Speaker 1
Okay, I'm just going to get my computer.
16:40
Speaker 2
It's a child node. Thank you. I see it doesn't have Ethernet port. That's okay if you don't
16:47
Speaker 1
Okay, let me just get the computer. Oh, hang on. This computer doesn't have an Ethernet. No.
16:50
Speaker 2
have a computer that can connect. Let's unplug this child node from the power source and on the power adapter itself, may have the power information for the output and input.
17:27
Speaker 1
Okay. Sure. So I'm going to unplug it and unplug V. And this is the adapter you want to look at?
17:48
Speaker 2
Yes please. Power adapter. For information of the power specs, which is the output and input, may have it. Alright. Yes, thank you. And let's plug it back into
17:54
Speaker 1
Yeah. The output is. 12 volt, 2.5 amp, 30 watt. And the input is 100 to 240 volt. Yeah. Is that what you're after?
18:10
Speaker 2
the power source. We're going to try resetting this node for, this time for one minute. I'll have my timer here. Just let me know when you're ready. Alright, press, aha, okay.
18:31
Speaker 1
Yeah. And I'm just. I mean, obviously, I've just plugged it back in.
18:43
Speaker 2
Yes please. Yes, back to the power source. Alright, and I'll let you know when to start.
18:49
Speaker 1
Okay, fine. All right. So I'm going to unplug it. Okay, so I'm going to start from now.
18:50
Speaker 2
We'll let you release the reset button. Okay, no worries. Yes please. Alright. Mm-hmm.
19:06
Speaker 1
Sorry. I haven't got my finger on the reset button. So should I start again? Okay. All right. So I'm plugging it back in. I'll wait for it to start blinking.
19:09
Speaker 2
And then we'll start resetting it for one minute. Alright, go ahead, please. Press
19:24
Speaker 1
Okay. It's blinking now.
19:32
Speaker 2
and hold the reset button. Alright. My, alright, my, mm-hmm. Okay.
19:37
Speaker 1
Pressing and unplug. I'm plugging it now. Start now. Okay.
19:40
Speaker 2
You may now release the reset button. Alright, and, I'll let you know when to start.
20:27
Speaker 1
I'm releasing the reset. Yep.
20:32
Speaker 2
how's the light on the top of the node is it solid blue or blinking blue okay yes i'll keep
20:36
Speaker 1
Well, no. I'm sorry. I unplugged the power. Sorry. Okay. All right. So sorry. I'm plugging the power back in.
20:42
Speaker 2
the power plug in then let's start resetting it for one minute okay okay all right yes please
20:53
Speaker 1
Yeah. Okay. Give us one. Just wait for it to start blinking. Okay. All right. We're ready now. Okay. Three, two, one.
20:58
Speaker 2
start okay starting all right 30 seconds left all right you may now release the reset
21:06
Speaker 1
Start. And at the end of it. Yeah.
21:08
Speaker 2
and all right we'll give it one to two minutes we'll wait for its light from blinking blue to
22:08
Speaker 1
So it's gone solid. And it's blinking again. Yeah.
22:11
Speaker 2
solid blue light okay and while waiting a grant i'm going to hold the line for about two to three
22:23
Speaker 1
Yep.
22:25
Speaker 2
minutes i'll check some recommendation here because we already um exhaust the possible workaround that could fix this node it exhibiting a hardware issue it just restarting blinking blue and not resetting so i'll get back to you after okay all right thank you welcome thank you
23:12
Speaker 1
Okay. Thank you. Hi there.
23:31
Speaker 2
for patiently waiting on the line hello grant and how's the nodes is it blinking blue still it started blinking again i see all right so for this one grant the next process is i'm going to
26:28
Speaker 1
It's just gone solid again. But it has. Every time. I hope it's going to stop. So it has just. No. It started blinking again. Yeah.
26:39
Speaker 2
ask approval for a deeming the device defective and we're going to certify certify that and for the uh rma or replacement process i'm going to ask an approval first if we're going to let you return it back to the store first and may know where did you purchase this node all right so from the mall how about this grant is it okay all right how about this okay online
27:02
Speaker 1
Yeah. It was Hong Kong TV Mall. So it's called. The shop. The shop is called. The shop is called HKTV Mall. It's an online. Online site.
27:25
Speaker 2
site um i'm going to call you back instead in an hour or two if that's fine with you to let you know with the update and while waiting i'm going to send you an email where you can um do you still have the receipt for this uh where you did you got the node okay all right okay so i'm going to
27:41
Speaker 1
Yes. Yes. It's an online receipt. So yes. Of course. Yeah. I have the email. Yeah.
27:59
Speaker 2
send the an email then you can reply with that with a receipt and i'll also take a photo of the node showing the serial number at the bottom i'm going to wait for that and i'm going to call you back to give you an update and i'm going to call you back to give you an update and i'm going to give you an update and i'm going to give you an update and i'm going to give you an update for it's uh if we were certified to go back and return it to that return of uh to turn to the online store okay that would be the next option all right thank you and i'll be sending as well
28:06
Speaker 1
Can do. All right. Very good.
28:32
Speaker 2
the ticket number together with that uh with the email that i'm going to send to you okay all right
28:36
Speaker 1
Great. That's good. That sounds good. I mean. The store is your. Actually your agent. In Hong Kong.
28:43
Speaker 2
that's great and i'll be calling you in an hour or two okay you're most welcome
28:50
Speaker 1
Yeah. Yeah. Okay. Thank you very much. That's really helpful. Sorry. Your name as well.
28:50
Speaker 2
my name is raquel you're most welcome and thank you for calling linksys goodbye for now grant
28:59
Speaker 1
Thank you. Raquel. Hopefully. That's been very helpful. Thank you.
29:02
Speaker 2
welcome
29:11
Speaker 1
Thank you. Bye bye.
29:12