V2 Rubric Detail — d91e30a6-6349-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:53
Duration
28m 32s
Contact
Aaron Walenga
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132583
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected_MX4200

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall61.5% (+25.6)

V2 Grader Summary

The agent demonstrated ownership and call control, applying correct mesh pairing procedures. However, a material technical error was made in stating that cloud login is no longer available for the MX4200, which contradicts KB documentation. Key diagnostic steps like checking parent node internet status were skipped, preventing full resolution. The outcome is a partial resolution due to temporary stabilization without root cause identification.

V1 Case Analysis

Customer reports child node of MX4200 v2 mesh network repeatedly flashing blue/red and showing offline in the app; also unable to log into the Linksys app. Agent instructed moving node near parent, performed a 20-second reset, and attempted a 5-press pairing on the parent—invalid for MX4200. Node continued to flash. Advised to monitor and call back if issue persists. No serial number or warranty status captured.

Troubleshooting Steps
  • Asked customer to move child node close to parent (2–3 ft).
  • Performed a 20-second hard reset of the child node.
  • Attempted a 5-press pairing sequence on the parent router.
  • Monitored LED status after each step.
Key Observations
  • Agent incorrectly stated that remote app login via email/password is no longer supported and that router password is now required—this is false and contradicts Linksys KB.
  • Agent instructed a 5-press pairing sequence on the parent node, which is not a supported method for MX4200 Velop systems; correct method is via Pair button or Add Node in admin UI.
  • Customer provided serial number at [04:00] but agent did not use it to check warranty status or support eligibility.
  • Agent failed to guide customer through account recovery using the five-digit recovery key, despite customer not receiving password reset emails.
  • Node continued to flash after reset and invalid pairing, indicating no technical resolution was achieved.
Positive Highlights
  • Agent confirmed customer name and model early in the call at [02:00] and [04:00], establishing basic identification.
  • Agent asked the customer to relocate the child node close to the parent at [05:00], a valid first step for mesh connectivity issues.
  • Agent remained patient and allowed time for device reboots and customer actions, maintaining call stability despite unresolved issues.
Agent Errors / Gaps
  • Incorrectly claimed at [03:00] that remote app login via email/password is no longer supported and that router password must be used—this is factually wrong and misleads the customer.
  • Instructed a 5-press pairing sequence on the parent node at [15:00], which is not a valid method for MX4200 Velop systems—this is a serious accuracy failure.
  • Provided inconsistent reset timing: 20 seconds is longer than standard 10–15 seconds for Velop devices, potentially causing confusion.
  • Failed to capture or act on the serial number provided by the customer at [04:00], a clear protocol miss.
  • Did not verify or use the five-digit recovery key to assist with account login recovery, leaving a critical issue unresolved.
  • Misinterpreted LED behavior and signal strength: claimed negative 18 dBm is 'very great' and 'impossible to disconnect', but this misrepresents RF performance norms and overstates reliability.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The child node showed solid blue and appeared online in the app temporarily, but the agent acknowledged the issue might recur and offered no permanent fix; the core instability was not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed node reset and 5-press pairing, but skipped critical steps like verifying parent node internet status or testing modem directly, which are required per KB for dropout issues.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting for a persistent mesh issue without dismissing due to complexity or age, aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (flashing blue/red) and attempted pairing, but failed to diagnose upstream causes like WAN connectivity or ISP issues, leaving root cause uncertain.
T2 Partially Met Appropriate tools / resources used conf 85%
Used 5-press and reset correctly, but did not use local admin access (http://myrouter.local) to verify internet status or node topology, a necessary tool per KB.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated remote login via email/password is no longer possible; MX4200 supports cloud login at https://linksyssmartwifi.com — this is a material inaccuracy per KB.
Communication
C1 Met Clear & professional language conf 95%
Maintained control throughout, provided clear instructions, managed transitions, and kept the interaction focused despite customer frustration.
C2 Partially Met Confirmed understanding conf 85%
Used accessible language for most steps but failed to clarify the login confusion in simple terms, leaving customer uncertain about correct access method.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership, did not transfer, and followed through on troubleshooting without deflection.
O2 Partially Met Proactive follow-through conf 85%
Set expectation that customer could call back if issue returns, but provided no proactive timeline or follow-up action from support side.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope and agent continued troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Consistently polite, thanked customer, acknowledged effort, and remained patient despite repeated issues and login confusion.
X2 Partially Met Tone & rapport conf 85%
Responded to emotional cues but did not adjust communication depth when explaining login options, contributing to customer confusion.
X3 Partially Met Overall experience conf 85%
Customer had to repeat physical steps (moving node, resetting) multiple times; agent could have consolidated actions or provided clearer initial guidance.
Call Transcript50 turns · 52 lines
Speaker 1
Hi, Ryo. I have a Linksys mesh network, two nodes, and one of the nodes, not the one plugged in.
00:00
Speaker 2
Welcome to Linksys 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. Please have your device's serial number in contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
you know I don't know to the Router or I guess it is already. I don't know. But uh it's it's the it's the child Node, I guess you could say. I don't know what the official term is. But it's the other one. Yes, so it shows offline on the app and then it goes from a flashing blue, sometimes to a solid blue then to a flashing red. Right now, it goes flashing blue. And it'll do that for, you know, 30 seconds maybe, maybe longer and then it goes flashing red and then it goes flashing blue and then it goes flashing red. [silence] It's just the child Node. And it's I mean, it's been going on for several months. Um, I've tried everything I can and I'm finally at a point where I had a day off work and I thought I'd give a call.
01:00
Speaker 2
Uh-uh. Uh-huh. Uh-uh. Correct. Uh, what happens there to the child mode? [silence] Okay, got it. Sure. Uh- sure, by the way, you finally may it just if you experience network outage, power outage so far, or just the child mode disconnect to the network? Uh-huh.
01:00
Speaker 1
yes you are yes ma'am Hey and the other weird thing is the other weird thing is every time I log on to the app or I one I can't log on online and every time I try to log on that app it ask me to confirm my email and um and then when I try to like anyways and then when I try to log in online and use my email and password the it says the password is incorrect and I go resend and I never get it to my email Like I I keep hitting it and it's I don't get it and I I've looked at my junk email I've looked at my like I don't know it's really frustrating I just [silence]
02:00
Speaker 2
Okay. Got it, sir. I appreciate you calling us here. Can you confirm to me, sir, if I, since I was able to pull up a record in the system using the phone number you used to call here. Am I speaking with Mr. Aaron? Wallinga? Okay, perfect. Sir, can you confirm to me if - Go ahead.
02:00
Speaker 1
Oh OK, OK uh, what would I use then to log in, interesting.
03:00
Speaker 2
I uh I hear you sir, however sir, when you're, you want to log in using uh the Linksys app, I'm afraid that you will no longer be able to log in using the email and password. The reason for that is because we no longer have a remote access, we've removed that already. So if by chance you wanted to log in using the Linksys app or the Linksys web website, you're just going to use the router access. So if you wanted to use it, using email and password, unfortunately you'll not be able to log in anymore. um um um, you'll need to use the router password or router access. Okay. Um, but oh wait, can you confirm to me if the product that you have there is MX Core, okay. Um, it's a it's a security router so it's the AC 2200 dual band Gigabit, okay.
03:00
Speaker 1
Yeah, the product is, the uh, yep, MX 4200 version 2. Sure, it is 3AU20M, as in Mike 17D, as in Delta 02177. Good question. Uh, let me look.
04:00
Speaker 2
for the device model number. Okay. Can you confirm to me, Sir, what's the serial number of this child note you have there? And who's your internet service provider, Sir? [silence]
04:00
Speaker 1
I believe it's Comcast. I'll confirm that right now. Let me confirm that real quick. Sure. Hold on a second. The Comcast. I'm just trying to find out who I'm, Couldn't really find it. All right, I'll have to, I'll have to get back to you. I should know who I have.
05:00
Speaker 2
Okay. got it. Okay, no problem. Okay. So, sir, for the child node that you have there, would it be fine since we wanted to add it back to your network so that you will be able to use it again? Would it be okay that you are going to unplug this child node and put it near to the parent node and let's try to probabilty together. at least 2-3 ft [silence] from the parents node. [silence] Sure.
05:00
Speaker 1
I'd for internet, but I think it's Comcast. All right, yep, let me let me unplug this. I'm bringing it over. uh I mean, can it be like a couple inches away? Okay, you don't want it any closer. Okay, um, I can do that. All right, there you go. Okay.
06:00
Speaker 2
Okay. It's okay. All right. Excuse me. [silence] Got it. Okay, um, since the device just recently plugged in, let's just wait for it for two minutes after it reboots. Okay? All right.
06:00
Speaker 1
So I have spectrum. [silence] Flashing red. [silence]
07:00
Speaker 2
okay all right let me update it here all right so right now sir what's the latitude are showing for the child notes okay
07:00
Speaker 1
So now it is solid light blue. And it actually shows online. Yup. So it actually shows online. Uh, yeah, now it's flashing blue. It's flashing blue.
08:00
Speaker 2
Okay, all right. I guess it's still rebooting.
08:00
Speaker 1
Okay, great. Great. Go on. Okay, there you go. It went solid red. Now it's solid blue. But then I think it's going to go back flashing blue. Now it's flashing blue. [silence]
09:00
Speaker 2
still the same sir, [silence] you're blinking what light right now [silence] okay. How about it right now sir? We're going to reset your child node. Do not be worried, we're not going to make changes with your Wi-Fi name and Wi-Fi password. We're just going to reset the router settings of your node, okay? It won't affect your whole network system. So, just try to press and hold the reset button for 20 seconds please. Okay. [silence]
09:00
Speaker 1
20 seconds okay hold on let me get that here let me get my timer up no light now now it's a flashing blue
10:00
Speaker 2
All right. Just reset the child nodes or hold and press the reset button for 20 seconds. Yes. Okay. Let's give another 20 seconds. Yes. Send. [silence] Okay.
10:00
Speaker 1
since I have two more minutes, uh, when I go to the linksys login, it says email and password. But you're, but my email and password doesn't work. So what do I need to do? I just see linksys.com account login. And it has for ISP product support login. And it has email password, forgot password. I mean, it, on this page, it doesn't give me an option, but, um, um, I'll go back. [silence] [silence] [silence].
12:00
Speaker 2
No local access.
12:00
Speaker 1
Would that be under support? No, no, no. I'm talking about on the, on the internet, on the web page. Well I mean, I'm using, I'm using both. So I have both. But I, uh, well right now it is, hold on a second. Uh, it, the one, yeah I didn't, I was using Lynksys.com/account/login. Which one did you, which one is you want me to go to?
13:00
Speaker 2
Oh, you're you're using the web page. Um, in what link did you what link did you use to the website? You may try sir MyRouter.Local dot no. That's not the login my router.local. My router, that local, sir.
13:00
Speaker 1
Five times one second per press. Reset button. Okay. Here we go. Okay, one, two, three, four, five. Okay. Now the parent node went whitish, maybe a light purple, but white. It's flashing white. Now it's child node stayed purple, flashing purple. The the main router is solid.
15:00
Speaker 2
Okay, can you try to click the reset button of the parent node five times? One press per one second. Yes. Not too fast. All right. Don't wait. How about the child node?
15:00
Speaker 1
I'm sorry, what is that? Now the child node is read flashing. OK the child mode read flashing now. That would be great. All right. That gives me time to get back. Um, so for the password. Is that just my, my internet password or is that the password on the device? OK.
16:00
Speaker 2
okay. So, all right. Let's wait for the child node for a maximum waiting time of seven minutes. The device should turn blue after the uh, troubleshooting. no, sir. The the bottom of the the links is main node. You can try to reset the router password, sir. so you can create one.
16:00
Speaker 1
I think so. Okay, so then I could just reset it. Let me try to do it. I kind of don't want to mess with it while it's doing its thing. By the way, the child node is solid red now. I've never seen that, but it's solid red. Oh, there it goes back flashing blue. And now it is solid blue.
18:00
Speaker 2
So that you'll not be locked out, sir. Okay. Just give it some time uh it's still two almost three minutes passed by.
18:00
Speaker 1
Still solid blue. nope. Absolutely. This is exciting. silently
19:00
Speaker 2
Okay, solid blue, sir. Did not change color. Okay. Now, right now, sir, since the device turned solid blue and it's almost four minutes passed by, meaning to say the device stays connected. Now, I want to make sure that it will stay solid blue. Can you try to relocate this node and then put it to the original place? So we can check if it will stay solid blue.
19:00
Speaker 1
O.K. Alright, I just plug it in. [silence]
20:00
Speaker 2
Okay, let's give it uh three minutes since it will reboot.
20:00
Speaker 1
Oh, there you go, it went blue. Yeah, I'm showing solid blue signal strength. It shows negative eighteen dBm. [silence]
22:00
Speaker 2
almost two minutes passed by so let's just give it some time
22:00
Speaker 1
Well, it's it's flashing again. Flashing blue. It's weird, it's still showing connected in the app. Yeah, it's flashing blue. Yep, no, the note is
23:00
Speaker 2
Uh-huh. Okay. Yes. sir. Um you can by the way uh reopen the app once the device shows solid blue so that it will be accurate. Um going to the passed.
23:00
Speaker 1
Yup. Is there anything else you want me to do? Okay.
24:00
Speaker 2
Let's just wait for the device to turn solid blue.
24:00
Speaker 1
All right, it is solid blue. Let me just confirm with the ap, I mean, right now it's showing everything's good. [silence]
25:00
Speaker 2
Mm-hmm. Mm-hmm. Alright, so certain types that still you
25:00
Speaker 1
Okay. So the app, the app just, oh, the app just popped up and it says new firmware available update now. Okay. Okay. Is that, will it, will it update, will it update automatically?
26:00
Speaker 2
You've experienced still the same issue. You can always call us back so we can try to check other options if what's really is going on with your note if it will still continue to disconnect to your network. Okay. But uh as you've mentioned earlier. Sorry, go ahead. Uh, you can uh, update it later on sir, after our call. All right. Anything else I can assist you with? You are your account is set to automatic update. It will automatically update. However, if it's manual, then you need to manually uh, log into the app or to the account and check if there are available firmware updates.
26:00
Speaker 1
Good, well I have a solid blue light, so I guess that's a good thing. Yeah, right now it's negative 55 DBM. Great.
27:00
Speaker 2
Okay. Okay. Alright so yes as you've mentioned earlier also with the strength signal strength of your uh Linkus nodes, it's actually uh a very great or strong connection. So it's very impossible that you will be disconnected with that kind of signal uh that you have right uh earlier as you've mentioned, negative 18 dbS. Mhm, it's still uh a very good strength because the uh the device or the node will provide you at least around uh 80 or 75 dbM. That's in the medium strength of the connection. So the high strength of your connection shows uh 1 negative 1 up until uh 70 dbM. That's the great connection. All right.
27:00
Speaker 1
Okay. Sounds good. You-you've been wonderful, I really appreciate it. Okay, wonderful. Thank you so much for your time today. You too. Bye.
28:00
Speaker 2
Okay. Anything else, sir, I can assist you aside from this? Thank you so much for your patience, sir, and for your assistance right now. Again, if you need further assistance, you can call us back here. I've documented everything in the system so you don't need to repeat yourself all over again. Okay. Thank you, sir. You have a nice day ahead. Bye, bye. [silence]
28:00