V2 Rubric Detail — d8be0b4c-7ef4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:55
Duration
43m 58s
Contact
703-981-7236
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00039530
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.8% (+10.8)

V2 Grader Summary

The agent successfully restored mesh connectivity using correct technical procedures for the MX6200 system, including proper 5-press pairing and resets, leading to customer confirmation of resolution. However, diagnostic rigor was limited by skipping tool-based verification (admin UI, logs), and communication suffered from terminology errors and passive silences. Despite these gaps, the outcome was fully resolved with customer confirmation, warranting a successful resolution classification.

V1 Case Analysis

Customer reported one MX6200 node solid red, another solid blue; unable to access web UI (192.168.1.1/myrouter.info) or reset router password (error 2298). Agent guided through LED interpretation, node resets, 5-press pairing, and recovery key usage. Nodes reached solid white but password reset and UI access remained unresolved. Case #39530 created.

Troubleshooting Steps
  • Explained LED meanings for MX6200 nodes (solid red = no internet, solid blue = ready for setup).
  • Advised moving child nodes closer to parent and plugging directly into wall outlets.
  • Guided customer through factory reset of child nodes (10–15 s reset button hold).
  • Instructed 5-press pairing on the parent node.
  • Assisted with password reset using recovery key.
Key Observations
  • Agent correctly used 5-press method for MX6200 (per universal_5press_models.md).
  • Factory reset instructions (10–15 s hold) were accurate for MX6200 (per universal_factory_reset.md).
  • LED interpretations (solid red = no internet, solid blue = ready for setup) were correct (per led_intelligent_mesh_consumer.md).
  • Agent did not verify WAN/internet connection on parent node (critical omission per velop_wifi_connectivity.md Step 2).
  • Password reset error 2298 was not diagnosed or escalated despite being a known failure point.
  • Call lacked structured troubleshooting flow, leading to inefficiency and unresolved core issue.
Positive Highlights
  • Correctly identified LED meanings for MX6200: solid red = no internet, solid blue = ready for setup (per led_intelligent_mesh_consumer.md and velop_router_setup.md).
  • Used the correct 5-press pairing method for MX6200 parent node (per universal_mesh_node_management.md and universal_5press_models.md).
  • Guided the customer through accurate factory reset procedure (10–15 s hold) for child nodes (per universal_factory_reset.md).
  • Correctly advised moving child nodes within 2–3 feet of parent during setup (per universal_mesh_node_management.md).
Agent Errors / Gaps
  • Did not collect or confirm product serial number or warranty status.
  • Failed to verify WAN/internet connection on parent node before troubleshooting nodes.
  • Provided vague, repetitive instructions (e.g., 'wait 3–5 minutes') without confirming progress.
  • Did not diagnose or escalate password reset error 2298, leaving a critical barrier unaddressed.
  • Did not summarize next steps or set a clear follow-up plan.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms both child nodes are solid white and the app shows three nodes online, indicating full mesh restoration.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent performed resets and 5-press pairing but skipped WAN/modem checks and did not use admin dashboard to verify connectivity before instructing node relocation.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path (reset, re-pairing) without citing warranty status, consistent with best-effort support for out-of-warranty mesh systems.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified LED states but did not ask about modem status, internet access on parent, or prior changes—limiting root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the router admin interface (192.168.1.1 or myrouter.local) to verify node status or WAN connectivity, relying entirely on the customer's verbal description of LED colors and the app, despite the customer reporting issues accessing the website.
T3 Met No misinformation conf 95%
Correctly identified MX6200 LED meanings (solid white = online, solid blue = ready for setup), applied the proper 5-press method for MX6200, and provided accurate reset durations per KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic call flow but had multiple long silences, unclear transitions, and failed to summarize or confirm resolution steps.
C2 Partially Met Confirmed understanding conf 70%
Used simple terms but repeatedly mislabeled devices as 'notes' instead of 'nodes', which may have contributed to confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call throughout, did not transfer, and took responsibility for guiding the entire process.
O2 Partially Met Proactive follow-through conf 75%
Gave time-based next steps (wait 3–5 minutes) but did not set follow-up expectations for unresolved web login issues.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was resolved through L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent did not explicitly acknowledge frustration, but remained patient during customer’s repeated disconnections and confusion.
X2 Partially Met Tone & rapport conf 70%
Agent adjusted pacing slightly by repeating instructions, but maintained a procedural tone without adapting to emotional cues.
X3 Partially Met Overall experience conf 75%
Customer had to perform multiple physical resets and relocations, but agent did guide them through each step without unnecessary repetition.
Call Transcript66 turns · 76 lines
Speaker 1
[silence] Uh oh yes, you save Regina. Are you there? Hello? Well, I got a Linksys set up from you all about a year ago. and I got it set up with two nodes. One of the nodes is showing a blue light, one's showing a red light. I wonder if you could help me with that.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of service products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi. Thank you for calling Linksys. This is Reggie. How do I help you today? Yes, I'm still here. So what is your concern regarding your Linksys router?
00:00
Speaker 1
that's correct, yes Proton dot m. E. yeah, I've got, I'm on the app right now. I can't get onto the website. I can't figure out how to get on there. I'm on my Lenovo right now. well, they seem to be working, but they don't seem to be working quite right. uh, one of them is red and one.
01:00
Speaker 2
Okay, so I totally understand your concern all about, sure, but let me just confirm if I'm talking with James Green. And your email is jayagforgeorg at night.uk. Thank you so much for that. Okay, so you have three linktitus nodes, and they are all MKX 6200. So, are your links are your links this devices are working? So what is the light indicator of the parent node? Is it solid white on top? [silence]
01:00
Speaker 1
One of them is blue. On the red one, it says I have a signal strength of 0 dBm, connected to blank. What does that mean? I have one node, the base main one, is connected to a router. They're sitting independently in other rooms. Pardon. One of them is red, one of them is blue. Well, if I lose, move them closer, then the... [silence]
02:00
Speaker 2
we have silent
02:00
Speaker 1
Devices connected to them will lose connection. All right. Well, they're connected to something because they're working. The node doesn't have the internet connection. Where are the devices getting their connections, I wonder? [silence]
03:00
Speaker 2
They're actually lost its connections, sir, because if they're working, since they're mx 6200, the light indicator is supposed to be solid white. Solid blue, which means it was reset. It's ready for setup. Solid red, it's totally disconnected to the network. So we really need to relocate them closer to the parent node to set up again. And the devices connected to it are already disconnected, since they are no longer providing any internet connection. But solid red and solid blue search, means they doesn't have internet connection. It might be on the parent node. The parent node is still working, since it's solid white. [silence]
03:00
Speaker 1
Just a moment, let me check and see. I don't move very fast, though. Yes, the base is still white. One's blue and one's red. Move them closer. How close do they need to be? Oh. Um, No, I can't do that, but I can connect them to a strip. Um, Do I have to do that now while you're on the phone, or?
04:00
Speaker 2
sure. Okay. The parent note is working. How about those two child notes? Okay. Move the two child notes closer to the parent note for the setup process. One foot or two feet apart from each other and also from the parent note. And if you can make it, kindly plug them directly to the wall outlet. Okay.
04:00
Speaker 1
Okay. Hang on. Can you plug the strip in over here for me, please? [silence] I'm going to go through the other room to find them. Okay.
05:00
Speaker 2
Yeah, I can assist you in how to set up your liked devices again.
05:00
Speaker 1
are you still there? hello? [silence] Yes. No, we've got that from top. Don't leave that on then. Leave it on there. No, don't mind. [silence] Uh, forget that. Just plug this into the power strip. down there. I think I lost the phone connection here. Hello? [silence] Hello? I lost again. [silence] you're there okay. Now I have plugged this one in next to the uh about three feet, four feet from the base and it's still blue. [silence] It's not cycling off. [silence] It's blinking. Okay. [silence] It's the one from the the bedroom, the office. [silence] I'm sorry, I got it close to the parent unit now and it's blinking. I'm trying to get the other one. What do we want to do with this one? Well, what do you want me to do with it? I plugged it in and it's blinking. both? Okay. Okay.
06:00
Speaker 2
No, you're not lost. I'm still here. Yeah. Two or three feet two or three feet apart from each other and also from the parent node. And can you let check sure if the model number of your links devices are all M X 62 100 same thing. Uh let's just wait for both devices to fully boot up. and doing this. Lucy's control, take a few. This is five, we have got a control. Okay, so at 58W for whiskey, one-0 1-0-M for Michael 2-3-E for Edward, zero, zero, three, one, two.
07:00
Speaker 1
Right. Okay, they're both sitting next to each other next to the parent. Parent's white. Parent's white, the notes are blue. Okay, what do you want me to do now? They're both here. One just turned white. And the new one I just brought in is still flashing blue. So it's booting up. The first one is now turned red. [silence]
09:00
Speaker 2
of, too. And your internet service provider is [silence] okay. So, let's proceed. Okay. How about the other one? So, the other one is solid. blue, then the other node is, okay. Just keep observing at, then it's still booting up.
09:00
Speaker 1
Okay. Okay. I'm holding the red light is flashing. It's flashing, now it's gone. Now the red light is flashing. Yep. It's blue. It's red.
10:00
Speaker 2
Okay, so let's just press and hold the reset button of the ple. First child no. Okay, so kindly press and hold the reset button, Sir, for 10 to 15 seconds. Make sure the light blink red and then goes off. And then when it turns the solid blue, just release the reset button. Keep holding. Okay, keep holding. Okay, keep holding. Solid blue.
10:00
Speaker 1
the blue. Release, the light went off. Now it's a flashing blue. Ah, huh. It's blinking. Okay. It's hard to do. Now it's red. It's turned white, flashing white, now red, solid red.
11:00
Speaker 2
Okay. Release it. It's blinking. Okay. So just wait for that note to turn solid blue. How about the other node? What is the light indicator? Okay, press and hold the reset button of that node also to reset. [silence] Okay, keep holding.
11:00
Speaker 1
Flashing red, now no light at all, now it's blue. Okay. Now both are blue, it's flashing blue, the other ones, flashing blue also, they're both flashing blue. What are we waiting to see? Okay, the first node is solid blue, the second is still flashing.
12:00
Speaker 2
um, okay, keep holding, talk, okay, and let's wait for this note, trying to block, um, okay, that's good, so let's just wait for both, no, to turn solid blue, okay, turn solid blue for both nodes, um, okay.
12:00
Speaker 1
Still flashing. One is solid blue, one is still flashing. Still flashing. is solid blue, One is still flashing. Still flashing. [silence] They're a bit apart, now they're, and they're also feet from the parish. No, they're both solid blue now. Uh-huh. Five times. Okay. All right. One, two, three, four, five. I have a white light on the parent node flashing. They're both blue flashing. One is flashing, one is not. Huh?
13:00
Speaker 2
Okay, let's just wait for both. Okay. Okay, that's good. Now go to the parent notes here and kindly press release the reset button of the parent note five times within five seconds. So press, release, press release, press release, press release. That is on the bottom of the parent note, yes. Reset button of the parent note. Okay, that's good. So, keep observing it and check also the light indicator of the child nodes. So, it's setting up. It's setting up. So, keep observing it.
14:00
Speaker 1
Alright, one of them is flashing, and one of them is solid. One of them is white, one of them is blue. One is white flashing. One is blue doing nothing. No blue flashing. Now you got white flashing and blue flashing. in the meantime, can you help me log on to the website? I'm on my app also. So I wanted to . [silence]
15:00
Speaker 2
monitor the light indicator for both devices sir, so it will takes three up to five minutes for the setup process. [silence] okay so they are both blinking. It's a good sign which means they are setting up. So all we need to do sirs to wait three up to five minutes and let me know once they are all solid white. Okay? Thank you. Yes of course. Is that the link is up or the web interface? I guess so. Let's just wait. Let's just wait for
15:00
Speaker 1
i say that again, please all right out of the linksys app, okay and find the logout button. My account is that where you log out? Oh, there's the logout. I found it. Oh, i logged out. I'm logging out. Now. Okay, i'm logged out of the linksys app, okay.
16:00
Speaker 2
for the child nodes to set up. kindly logged out to your linksys app. logged out to the linksys app. No or and install. okay.
16:00
Speaker 1
One child is both child are flashing, like we are. OK. OK. Won't be. Oh, it didn't like my login. Let's try a different login. I have two emails and passwords. That's part of the problem. I used the wrong, I think. It's more convenient.
17:00
Speaker 2
Okay, so let's just wait for the child nodes to turn solid white. But of course, while waiting, you can try to log in on the Linksys app. Are you logging in in using your email and password? [silence]
17:00
Speaker 1
Finding your networks okay, found one network. Okay, I'm logged in and I found one network. I thought I had two networks, but I only have one. Who links us that? It says routers, I'm not at the dashboard, Well, if I click on the connected routers. I have uh, 23 devices and...
18:00
Speaker 2
uhm. uh. Uhm. Uhm. Yes. I guess you have one for this Linksys account, but you're currently on the dashboard of the Linksys app. So how many nodes connected?
18:00
Speaker 1
The nodes are not coming up. There we go. Come on. It says I have three nodes. They're solid white. Yes. It says, just a moment. I'm looking at the nodes and there's nothing there yet. It says nodes and settings. Node name. I got three nodes. main, child, and child. They're all currently white. [silence]
19:00
Speaker 2
Check if they are solid white. OK. So on the links, there are three nodes now. OK. So three nodes now. Just refresh the links. this up. OK. So it means they are already set up and they are all the Dwight, right?
19:00
Speaker 1
All right. I just unplug it and relocate it. Okay, just a moment. OK. Where do we want them? Put this one back in the office. The office? That was the one from the office. No, this one. Is this one. Okay. could it be a plug? Yes. When we plug it back in what color is it going to be? And color.
20:00
Speaker 2
Okay, so kindly relocate the child nodes. Yes. So after you relocate no need to do anything just wait 3 up to 5 minutes again to reconnect the node. It will blink blue. It will boot up, and then blink red since you move it farther.
20:00
Speaker 1
What color? So we plug it in and wait five minutes and see what it says. Okay. If I lose you, I'm on my Bluetooth, so I could lose you as I move around. Well, we want to move all the nodes back to where they were. All right, let me look and see what it's doing. [silence]
21:00
Speaker 2
while trying to reconnect and turn into solid white so you need to observe three up to five minutes again yeah three up to five minutes yeah but you can actually leave your phone and you just come back once they're all solid white exactly yes
21:00
Speaker 1
What is it doing? Me not, I'm looking to see, not doing anything. It's supposed to turn white at 5 minutes, are you... thinking? No, it hasn't turned white. It's still blinking blue. You bring the other one back to the spa? Please. It's still trying to connect though.
22:00
Speaker 2
Yeah. It's okay. It's still trying to reconnect. Yes.
22:00
Speaker 1
it's still blinking blue It's like watching water boil Huh. Where do you wanted same please. The second shelf On the right side, second shelf, uh, huh. By the window
23:00
Speaker 2
It's okay, just keep on observing it. [silence] Yes
23:00
Speaker 1
you're blinking blue. It's blue. Thank you. That's right there. That's blinking it's blinking blue. Yes. you're blinking blue. Want to set it up here? No. We can't leave it there. I don't think we can. Thank you. Okay. The first node is turning white. That means it's connected. Ah, still waiting on it. It's a little further away. It's still blinking blue. Still blinking blue. [silence] [silence] [silence] It's turned white. So both nodes are [silence] Let me go back to the app. Log in again. [silence] Routers. This is one router. one router offline. I'm getting my router settings now. three nodes. Click on three nodes and I get a spinning circle. Main node. Node 1. Minus 85 dB connected to blank. Second node. 64 dB. So one of them I've got at five bars. The other one, uh, two bars or three bars. So I guess they're connected, huh? [silence] main node connected to internet source it says. How do I know what's connected to the nodes? Are you there? Okay. Pardon? Yes. I'm on the I Now I have three. I have one Dunes network online with 23 devices
24:00
Speaker 2
Yes, since will here. So what are the light indicator of the child nodes now after they are relocated? What are the light? They are both solid white, now? Okay. And then check on the linksys app, Sir. Pled Deportes refresh the linksys app and then check if there are three nodes connected in online.
28:00
Speaker 1
three nodes. I've got node number one. [Silence] Just a minute. It's still spinning. [Silence] Spinning, spinning, spinning. [Silence] OK, I've got my node number one [Silence] connected to nothing. [Silence] And it looks like node number two is connected to node number one. [Silence] Yeah, on the app. I'm looking at the app. [Silence] I'm looking at the app and there's the
29:00
Speaker 2
So, since you've successfully set up your link, this route and log into the link is out is there anything else that I can help you with?
30:00
Speaker 1
Oh, I see. Yes. That's interesting. It's connected to the farthest node. Oh well. At least it's connected I guess. Alright. How do you tell what's connected to a node? When I go back to the dashboard, it says I have 23 devices connected and three nodes. But I have three networks also.
31:00
Speaker 2
Uh. Okay sure.
31:00
Speaker 1
I don't really understand this, but I'm going to say it's working. So how do I see this on my laptop? I want to access my Linksys network on my laptop. I tried that and my laptop doesn't like that. Okay, let's see. My router. My router.info does not bring up.
32:00
Speaker 2
what do you mean for to see it on laptop by using 192.168.1.1 about my router dot info
32:00
Speaker 1
something else let's try it again router.info let me try a different browser this browser is crazy man or router info your current device is not connected to your router's network that's weird isn't it there we go My router says, access V-O-L-P router password. It's showing I have to, I need to reset the password because I don't have the right password anymore. I'm on the links of that. Okay. I'm at the dashboard on my links of site. What next? Yes, I'm at the -- or it says, sign in and I need to reset the password. Say again. [silence]
33:00
Speaker 2
Okay, log in on the link is up.Copy that [silence] Okay, did you already 192.168.1.1 and you access the router right? Okay, just use the password when you're going to log in the links up earlier sir. Just use the router. [silence]
34:00
Speaker 1
That's what I don't know. I'll click on reset password, all right. And it brings me to another screen. which is blank. It goes to a blank page. link this It says links of Linksys Smart Wi-Fi and is just waiting. Okay, now it's asking for a recovery key. Where do I get my recovery key? On the bottom of the closer node.
35:00
Speaker 2
password okay forget a reset to create a new one mm-hmm so when you click reset or forget a password it will ask for a recovery key how about my router.info on the bottom on the bottom closer notes yeah [silence] my [silence]
35:00
Speaker 1
There's a recovery key on here. Four, zero, two, nine, five. Create a new password, that's nine. Okay. Reset. Okay. Unexpected error. I'm getting an error when I try to reset the password. 2298. Pardon. I'm. I'm not understanding what you're saying. I did. I don't know what it is. How do I find where it is?
36:00
Speaker 2
What is the error? Can you please log in using the router password on the Linksys app? Can't they use the router password when you try to log in on the Linksys app? You created a router password when you logged in to the Linksys app, right?
37:00
Speaker 1
Wait just a minute. I gotta log into the links this app again. I logged out. Okay I'm on the I'm on the links this app. Where do I find the router password? I have logged into the app. What do I do next? All right. Just a moment. Let me find web interface then. [silence]
38:00
Speaker 2
No. going to log in. There are two options on how to log in on the app So there's an email and then a router password. Just manage your router settings. Okay. You are accessing the web interface. No need to login on the Linksys app. Just continue to reset the router password on the web interface.
38:00
Speaker 1
Wack Administration, advanced settings, where am I looking? uh that's network ... administration change router password. ... ... ... ... ... ... okay I'm gonna change the router password here. ... ... ... ... ... ... ... All right, I got that. and then I'll change the hint. ... ... ... ... [ silence ]
39:00
Speaker 2
and check. Are you on the linked smartwifi tool? A hint is optional, so just proceed to click reset.
39:00
Speaker 1
changes were saved so now I can go back I don't need a recovery key I'll just try to put in the router password the site is a little slow here or I'm slow. I'm not sure which. Okay, router password sign in. [silence] It be nice if you could go to see what the password was that you're entering for us female with fat fingers. Okay now I'm men.
40:00
Speaker 2
Okay, so are you on the Linksys Smart Wi-Fi tools now? And it shows off online or connected.
41:00
Speaker 1
Linksys Smart Wi-Fi tools, Linksys home Internetworking. Network status connected router connected to the Internet. I got a Wi-Fi settings, I got three three networks. The nodes don't show the networks, they just show one main network. Uh I'm just trying to understand this for a moment. How can I tell what devices are connected to which node?
42:00
Speaker 2
knowledge. Again, since you already successfully logged in to the web interface. Is there anything else that I can help you with? You can actually verify that information on the link.
42:00
Speaker 1
That's why I can't find it there either. All right. Well that'll be enough for today. I've taken enough time on this. All right. Okay. All right. 39530. That's all for today. Thank you and you have a blessed week. Okay? Okay. Thank you. Bye now.
43:00
Speaker 2
ap and of course they're just don't hesitate to call us back if you need further assistance so let me just provide your ticket number for this so it is 39530 and is there anything else that I can help you go ahead sorry oh yeah welcome sir and God bless you take care bye for now [silence]
43:00