V2 Rubric Detail — cf4db1a6-659b-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 13:45
Duration
16m 0s
Contact
Kevin Teasley
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133097
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected

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
Technical3.44/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall41.5% (+1.5)

V2 Grader Summary

The agent provided technically accurate guidance on the 5-press method and promised follow-up email instructions, but failed to resolve the child node connection issue. Crucially, they declined further free support due to out-of-warranty status, violating the best-effort troubleshooting standard. Combined with lack of empathy and poor adaptation, this resulted in an unresolved case with incomplete ownership despite a clear next step.

V1 Case Analysis

Child node (MX6200) stuck on solid red/hot pink, failed to pair. Agent guided 5-press reset on parent, reset on child, suggested web UI and bridge mode. Incorrectly stated app no longer supports node addition. Offered $15 paid support and promised email with instructions. No resolution confirmed.

Troubleshooting Steps
  • Confirmed total number of nodes and isolated issue to one child node.
  • Requested serial numbers for both child and parent nodes.
  • Guided customer through 5-press reset on parent node to initiate pairing [05:00].
  • Instructed press-and-hold reset on child node until light cycled [08:00].
  • Suggested using web interface to add node or configure bridge mode [10:00].
  • Discussed topology: parent node connected via Ethernet to Spectrum router [13:00].
Key Observations
  • Agent incorrectly claimed the Linksys app can no longer add child nodes or allow email login [11:00], which contradicts current KB guidance for MX6200.
  • Warranty status was stated as out-of-warranty without verification or lookup [11:00], violating protocol.
  • Agent prematurely offered paid support before exhausting free troubleshooting paths.
  • Instructions were not validated with the customer; agent did not confirm if web UI access was possible or if bridge mode was relevant.
  • Customer's frustration was not acknowledged; communication lacked empathy and clarity.
  • Despite errors, agent attempted correct 5-press pairing method for MX series and collected email for follow-up.
Positive Highlights
  • Correctly identified the need for 5-press pairing on the parent node for MX series mesh setup [05:00].
  • Guided customer through proper reset sequence: press-and-hold until light turns off, then release [08:00].
  • Recognized that web interface could be an alternative method for node addition when app access was in question [10:00].
  • Collected customer email address and committed to sending follow-up instructions [15:00], providing a concrete next step.
  • Attempted to gather topology details: number of nodes, location, and upstream router setup [01:00, 13:00].
Agent Errors / Gaps
  • Did not confirm product model before providing model-specific steps, though 'MX6200' was mentioned by agent at [02:00], no verification was done.
  • Provided factually incorrect information: claimed the Linksys app can no longer add child nodes or allow login via email/password [11:00], which is false for MX6200 under current firmware.
  • Assumed and stated warranty was expired without performing or citing a warranty check [11:00].
  • Failed to verify whether the 5-press or reset steps resulted in successful pairing; no confirmation of child node blinking or connecting [09:00–10:00].
  • Did not clarify whether the customer could access the web UI or knew router password before suggesting web-based configuration.
  • Misunderstood customer's bridge mode question: customer was asking if bridge mode was needed due to double NAT with Spectrum router [13:00], but agent treated it as a general configuration option without diagnosing necessity.
  • Did not summarize next steps clearly before ending the call; closure was abrupt.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer’s child node remained solid red and unconnected after all troubleshooting steps; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided the 5-press method and suggested the web interface as a fallback, but did not verify WAN connectivity, perform a full power-cycle sequence, or confirm the child node’s reset state before pairing.
R3 Not Met Correct resolution path conf 96%
Agent explicitly stated that because the device is out of warranty, free technical assistance cannot be provided, and offered only paid service, violating the OOW best-effort standard requiring continued troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the red LED symptom and serial numbers, but skipped foundational diagnostics like checking the modem, power-cycling, or verifying the child node’s readiness (e.g., solid blue/purple).
T2 Partially Met Appropriate tools / resources used conf 89%
Agent relied solely on verbal instructions without using remote tools, admin dashboard, or logs; however, the issue could have been addressed with KB-based guidance, so tool use was not strictly required.
T3 Met No misinformation conf 97%
Agent correctly described the 5-press method for MX6200 (no Pair button), warned against holding the reset button, and accurately noted the app sunset; no technical inaccuracies were present.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained step-by-step flow but failed to set expectations at the start, allowed multiple silences without re-engagement, and did not manage transitions clearly.
C2 Partially Met Confirmed understanding conf 86%
Agent used consistent technical terms (e.g., 'five press', 'web interface') and spoke clearly, but did not adapt language depth or confirm understanding despite customer confusion and repetition.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent offered to email instructions and discussed options, but abdicated ownership by citing out-of-warranty status as a reason to stop free support, contrary to Linksys policy.
O2 Met Proactive follow-through conf 95%
Agent clearly committed to sending email instructions immediately after the call with specific content (login steps, bridge mode setup), setting a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted (no hardware fault confirmed, no management request).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge the customer’s frustration, repeated reset attempts, or history of issues; no empathetic statements were made.
X2 Not Met Tone & rapport conf 92%
Agent used a flat, transactional tone and did not adjust pace or style despite customer confusion, repeated questions, and audible frustration.
X3 Not Met Overall experience conf 91%
Customer had to repeat serial numbers, perform multiple resets, and clarify steps; agent did not streamline or reduce effort despite available information.
Call Transcript28 turns · 30 lines
Speaker 1
want For some reason, I'm having difficulty connecting it to the router. Um the light is always red. Um and I've tried to reset it. Um I just don't don't know if you can help me. how many what? notes. Oh boy. Uh one I don't know at least maybe six maybe nine. It's either six or nine. I think it might be nine. Yeah. [silence]
00:00
Speaker 2
Okay. How many Linksys node do you have in total for the system? How many Linksys node or Linksys tower? Yeah. Okay and that's the. Okay and that's the only node that won't connect to your network. Okay. May I have the serial number for that Linksys device please?
01:00
Speaker 1
4-3, Frank... ...1-0, Mary... ...3-4, boy... ...0-7-4-0-9. I think that's a B. Who's the internet provider? Spectrum. Uh, I'm sorry, the parent node. It says, 5E, yeah. Kevin Teasley. T as in Tom, E as in a sle.
02:00
Speaker 2
And who's your internet service provider? That's true. So your parents know the MX six 200, right? The main node. Yeah. Okay. Um, your first and last names sure. How do you spell the last name?
02:00
Speaker 1
[silence]
03:00
Speaker 2
and last be your email address safely at G I a o foundation org okay alright so where is about child mode located right now? have the serial number of your parent node please?
03:00
Speaker 1
Can you hear me? Hello? Yeah. Okay. The serial number uh 43 Frank 10 Mary 34 Boy 07 391 Uh I I pressed it of until the light went off and then I kept holding it until the light came came back on. Solid red or hot pink, yeah. I would say hot pink. Yeah.
04:00
Speaker 2
Yep. Okay. So when you try to reset the child node, um, how long did you press the reset button of the child node? For how long? [silence] Um, guys. [silence] Um, right now it's solid red or like a hot pink color? Um, you can double check if the node is working completely once you did reset it. What is the status of it?
04:00
Speaker 1
the reset button on the parent node. Okay, so don't go to the Linksys app, okay. Okay, so I'm going to push on the parent node. Reset. Okay, so I'm going to push on the parent node.
05:00
Speaker 2
network name of the child node will show up on the Wi-Fi list, that means it's ready for it setup and for you to add it easily on the system, just press the reset button of the main node five times to add the child node. Is it's ready for setup. Yeah, the parent node five times to add the child node. Uhm yeah, for the Linksys app, we can no longer add it. So you can no longer add child nodes using the app or log in using your email and password. Though you can still access the app using local access by using the router password.
05:00
Speaker 1
that button five times. And do I wait till the light goes off or just press it and then let go? [silence] Yeah. Okay, I don't have fingernails, so let me get my, um, something that'll push that in. One, two, three, four, five. Now, the light is white on the parent node. [silence]
06:00
Speaker 2
five times. Yes. your one press every second. Um, no, you do not do not press and hold it will reset the entire system. So like, press, uh, just press it one time per second, like press release, press release like that, five times. Okay, alright good. Uh. So
06:00
Speaker 1
Okay. Parent node is now white. Uh, blue. And I haven't pushed any reset button on the child node. Okay. Nothing's happening on the child node. It's three feet.
07:00
Speaker 2
if the light on the child node will start to blink, that means it's trying to connect with the parent node. yeah, just the parent node only. how far is it from the main node? if it won't react, then try to do the five press again on the main node.
07:00
Speaker 1
All right. Okay. The parent node. Okay. All right. All right. Well, it's gone. Kind of violet. White, I guess. The parent node light. And the child node is red. No, just solid. Yep. The child node. Press and hold. Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
08:00
Speaker 2
Is it blinking or solid? Can you try to reset it again like, press and hold again until the light will turn off then release? Yeah, the child mode.
08:00
Speaker 1
Hold until the light goes out. Now it's blinking, blinking. Blinking. Blinking. Are they holding on? It's still red. It's not going out. I'm turning it off. Oh, there we go. Now it went hot pink on the parent node.
09:00
Speaker 2
Yes. and then release. [ silence] OK. If it will turn back to solid hard thing then do the five press again. main node. yes.
09:00
Speaker 1
All right blue went to white on the parent node and now the parent node is blue nothing's happening on the child node all right
10:00
Speaker 2
Okay. So if the Fibre prez won't work you can try to use the uh web interface to add the child node or add it as wire child node first and then disconnect. It
10:00
Speaker 1
using what method? [silence] a different? Okay, so the the app isn't it it doesn't work anymore? Is that what you're telling me? The LenovoS app?
11:00
Speaker 2
the ethernet cable after you add it, if after you successfully added it as a child node, but um since these routers are no longer under warranty, as per checking here on my end, we cannot longer provide free technical assistance, but you can avail our paid services at $15 for an hour. But if not, I can also send you an email instructions instead, on how to add it using a different method. [silence] Um, the web browser method. If the five press, if the five press won't work, then you can use the web browser method to add your child node. [silence] Um, yes, sir. Yeah, for this model that you have, yeah, we can no longer use the linksys.coms.
11:00
Speaker 1
Okay um all right uh um I do have another question um I I've been having difficulty with the linksys this this brand that I have Wi-Fi 6E go I have maybe 200 maybe 200 feet between my main house and my pool house and I've had nodes in the pool house and it's worked but um in recent months it hasn't worked so spectrum has Wi-Fi routers and extenders so I I called them and I now have a wide a spectrum router. And I connected the Linksys router to the spectrum router. So the parent node for Linksys is connected to the, uh, through by Ethernet to the spectrum router. Um, when I did that, the spectrum guy said, you probably need to go into Linksys and have it be like a bridge? Wi-fi? Is that something familiar to you?
12:00
Speaker 2
one A. is mm-hmm M. and and A. M. and and
13:00
Speaker 1
[rumbling]
14:00
Speaker 2
option under connectivity type you can yeah you can configure it using the web browser or you can also use the Linksys app to configure it into bridge mode. Hmm yes sir. Um I can talk you through since this one is out of warranty we can no longer provide support but I can tell you where you can find it you just have to go to advanced settings and then internet settings then you can choose the settings that apply to your internet connection.
14:00
Speaker 1
Okay. All right. Okay. Okay. Okay. All right. Thank you. And if you can, you have you got my email address. Okay. Thank you. Yeah. All right. Thank you. Bye-bye.
15:00
Speaker 2
what connectivity types? Would you want to configure on your main nodes? And also, I can send you an email instructions if the app won't work. Um, I suggest you use the web interface instead, so I can send you the instructions on how to log in to the web interface and set up your router to bridge mode or your parent nodes. Okay. All right. Sure. So but if Okay, If Okay. Yeah, that's Fergusvin.tesley@dotfoundation.org. All right, so so I'll just send a the instructions right away after this call. You're welcome. Thank you for calling. Have a good morning. Bye.
15:00