V2 Rubric Detail — d9e6a0ee-7ef2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:41
Duration
34m 49s
Contact
972-672-5213
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136951
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall72.6% (+2.6)

V2 Grader Summary

The issue was resolved with the node achieving solid blue and online status, meeting R1. However, the agent provided technically inaccurate information regarding the default admin password, contradicting spnmx42_family.md which states it changes to the WiFi password after internet detection. Troubleshooting was also incomplete as the agent skipped critical diagnostics like firmware verification and parent node status checks.

V1 Case Analysis

Customer reported wireless MX4000 node showing solid red and not joining mesh. Performed power-cycle, 20-second reset, and re-added node via Linksys app. Node now solid blue and online.

Troubleshooting Steps
  • Power-cycled the node and moved it closer to the parent node.
  • Performed a 20-second reset using the reset button.
  • Re-added the node through the Linksys mobile app (Setup > Add New Product).
  • Verified node status solid blue and online in the app.
Key Observations
  • Agent failed to confirm the product model and serial number early in the call despite asking; customer provided serial at 01:00 but agent did not acknowledge or verify it.
  • Agent did not establish a clear troubleshooting path or set expectations, leading to a reactive and disorganized flow.
  • Long silences (e.g., 05:00–06:00, 12:00–15:00) and lack of active guidance reduced efficiency and communication clarity.
  • Technical steps (reset duration, app-based node addition, myrouter.local usage) were accurate and aligned with KB guidance, leading to confirmed resolution.
  • Agent incorrectly suggested using a cable to connect the child node to the parent's Internet (WAN) port at 25:00, which violates topology rules.
Positive Highlights
  • Correctly identified solid red LED as an error state and initiated appropriate troubleshooting (Step 2, velop_wifi_connectivity.md).
  • Provided accurate reset procedure: holding reset button until light turns off (~20 seconds), consistent with universal_factory_reset.md for MX series.
  • Correctly guided the customer to use the Linksys app to add the node under 'Setup > Add a New Product', which is the proper method for re-adding a node after reset.
  • Used correct local access URL 'myrouter.local' and provided accurate default admin password 'admin' (spnmx42_family.md).
  • Stayed on the line until the node showed solid blue and the customer confirmed resolution, ensuring operational closure.
Agent Errors / Gaps
  • Failed to confirm and document the product model and serial number despite customer providing them (01:00–02:00).
  • Did not establish call control or structure; allowed long silences and repeated unclear transitions (e.g., 05:00–06:00, 12:00–15:00).
  • Provided incorrect topology advice: suggested connecting a child node to the parent's Internet (WAN) port via Ethernet, which is invalid (25:00). Correct method is to use a LAN port for wired backhaul.
  • Lacked empathy and failed to acknowledge customer frustration or provide reassurance during extended waits.
  • Did not summarize steps or confirm understanding, leading to customer confusion about next actions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I think we got it… it’s blue now… I think it is fixed.' Node shows solid blue and app eventually reflects online status.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided reset and app pairing but skipped key diagnostic steps: did not verify parent node internet status, check for firmware updates, or confirm correct backhaul port usage (cable plugged into LAN, not WAN).
R3 Met Correct resolution path conf 90%
Ticket data confirms the product (MX4200) is in warranty, and the agent pursued appropriate troubleshooting without dismissing the case due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (solid red light) and attempted reset/pairing, but did not ask about modem changes' impact, firmware, or WAN connection — missing root cause investigation after ISP/router change.
T2 Partially Met Appropriate tools / resources used conf 80%
Used app and LED status appropriately, but did not use local web interface (myrouter.local) to check internet status, firmware, or node topology — a necessary tool given the complexity and post-router-change context.
T3 Partially Met No misinformation conf 95%
Agent incorrectly stated the default router password is 'admin'. Per spnmx42_family.md, after internet is detected, the admin password automatically changes to the default WiFi password on the product label.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had multiple long silences (e.g., 12:00–15:00), failed to acknowledge customer’s 'I’m still here' cues, and gave unclear transitions during app setup.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions clearly, and adapted to customer’s pace during physical tasks like moving and resetting the node.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the line throughout, offered to remain during final test, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 75%
Gave time estimates (e.g., '4–6 minutes') but did not specify who would act next when app stalled or when to unplug cable — customer had to ask 'should I go ahead and unplug it?'
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — agent made appropriate decision to resolve at L1 given the issue was a pairing failure after network changes.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or required.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent apologized for technical issues ('sorry I was in mute') but did not acknowledge customer’s frustration over repeated failures or extended effort despite saying 'thank you for your help'.
X2 Partially Met Tone & rapport conf 70%
Matched customer’s conversational tone but missed opportunities to confirm understanding (e.g., after complex steps like myrouter.local access) and allowed long unexplained silences.
X3 Partially Met Overall experience conf 80%
Customer had to move node, reset, use app, log in via browser, and relocate device — multiple manual steps without agent streamlining (e.g., remote diagnostics or clearer sequencing).
Call Transcript54 turns · 60 lines
Speaker 1
Welcome to it. Hello. Hi, Gerald. I'm having an issue getting one of my nodes to connect. Can you help me with that? Uh, I apologize. Let me go back to 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 support 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. Thank you for calling, this is my name Mr. Gerald again. Sure. What is your serial number and model number of that?
00:00
Speaker 1
Okay. Done. Uh. Uh. Vifos. No, I don't want devices. I want my nodes, right? Um. So, the one that I'm having issues with is my Game Room one, but I guess since it's not connected, I don't have the serial number of that actual node, but are they all the same? Or not? Yeah. 3 38 U 10 Mary 54 C16
01:00
Speaker 2
yes. they can be the same. Sometimes. no. [silence]
01:00
Speaker 1
6829.mx 4000 and I had unplugged it for probably 40 minutes plugged it back in and I'm still offline. The other one is the other two I guess I should say are hardwired. So they're connected. But the one that's wireless I'm having issues with. Two are working fine because they're hardwired.
02:00
Speaker 2
and the model number. Yeah. Okay. So there's only one that's not connected right and to working? fine.
02:00
Speaker 1
the one that's uh wireless is not. Timothy Faraha. Faraha at gmail.com. AT&T. You know what? I never turned it off or turned it back on or reset or did any of that. The button's on the bottom.
03:00
Speaker 2
All right. Let me create a ticket for you. What's your first name and last name? [silence] And what is your email address? [silence] Got it Elle. Who is your internet provider? [silence] Right.
03:00
Speaker 1
It is red. Solid red. Uh, no more than 25 feet, maybe 30 max. It's upstairs. It it was working fine, but I did change my router and internet with AT and T and now I can't get it connected. [silence]
04:00
Speaker 2
Alright, okay what's the light of that node right now? Solid red or blinking? What's the distance of that node to the main node? I see. uh... get that node a little bit closer to where the main Node is located, plug it into power next to it uh... not more than 5 feet.
04:00
Speaker 1
Yeah, okay. Give me a minute. I got to get to the plug-in to move the power. Hi. We're heading close. Should I plug it in or wait a minute? You still there? So plug it in power it up, Okay so as it did before it starts off blue, but it starts blinking blue so I guess they're talking or thinking or whatever, okay.
05:00
Speaker 2
Yeah, you can send it. Sorry, I didn't notice I was in mute. But, yeah, you can turn it on next to the parent node. Yeah. Yes. [silence] That is restarting up. So, let's wait. All right Press and hold the reset button Back down for 20 seconds
06:00
Speaker 1
okay, so it went black or you know, off and now it's a solid red, should I let go? okay. solid red. no. okay. you got a solid red light? solid red. okay. okay. and then let go.
08:00
Speaker 2
Yes. You can let go now. Wait is wait. Still solid red? It should be blinking blue by now. Oh, that's weird. Can you do the reset one more time? Let go of the reset button when you see the light is off. It should turn off the light and then back bright blue.
08:00
Speaker 1
It's, it's, blinking red, red, blinking. Blinking, it's, oh it's off. I let go. It's still off. Now, it's blue. It's blinking blue.
09:00
Speaker 2
Just let go when the light is off. Yes, you can let go. When it's blinking. Right.
09:00
Speaker 1
Still blinking blue. Blinking pink or purple, I don't know. No, wait, solid purple. Yes, sir, I do. Okay, I mean it. Okay.
10:00
Speaker 2
Okay, good. On the main tower. Or actually, you have the app, right? I think you do. Okay. Open the app and log into it. If you're already logged in, let me know. You see the three lines at the top left, press that and then scroll down, look for the option setup a new product. And then add a node. [silence]
10:00
Speaker 1
Add a now, uh, Okay, now it, know it blinked once I guess, but still purple, solid, The app is still, going across looking for nods.
11:00
Speaker 2
Would you like to try Amazon app'n' up?
11:00
Speaker 1
Okay. Now it says, adding your child nodes. This could take four to six minutes per child mode. It's blinking purple again. Okay. Okay. Very good. All right. Thank you. I'll hold. [silence]
12:00
Speaker 2
All right. Let's wait for the app to let finish the the adding child notes. Um, just let me know once when it's finished and you can take your time. while waiting your magazines are watching looking at it 6 6 minutes. Mhm. I'll be right here. Yeah. Mhm. Yeah. Yeah. Mhm. Yes. Yeah. Mhm. Yeah. Yeah. Yeah. Mhm.
12:00
Speaker 1
Hey, Jacob, the node light is solid blue, but the setup is still... Oh, there we go. It just changed. It says next now. So it's got master bedroom, child node two, and then the router in the office. So it looks like it's got them all three now. So I hit next. And then can I? Oh, crap. The one went red again. Okay. So should I go ahead and hit finish? And then do I unplug it and take it back upstairs? Okay. Wait for it to turn blue again. [silence] Do I need to, uh it, uh it shows three nodes but one, you know, an exclamation mark.
15:00
Speaker 2
yes. not yet, do it when it's solid blue. yes. yeah, that's the offline now, the one that's red right now.
16:00
Speaker 1
Do I need to do anything to it? Or just it'll connect here in a second. Yep. Yeah, I believe so. If, it will be wireless one.
17:00
Speaker 2
wait it's still solid red hmm you have the I mean do you have a spare Ethernet cable okay connect that node to the parent node by a cable is it going to be a wireless child node or wired child node okay
17:00
Speaker 1
know correct just trying to figure out you go silence [silence] Okay, it's connected.
18:00
Speaker 2
Did the light turn solid blue? And then the app, is it showing online or offline?
19:00
Speaker 1
should I do the reset? Unplug it or or do the go ahead? Uh, yeah. To the Linksys Wi-Fi Okay. Sorry, I have to turn it on, but it boots up pretty fast.
20:00
Speaker 2
I'm You have a hello you have a laptop that we can use can you connect your laptop to the Wi-Fi Yes
20:00
Speaker 1
Well, says it's connecting to it. Yeah, I'm not connected, though Okay, maybe I am Yes Yes, sir No, hold on it it did not connect to that one It connected to my AT&T one Correct, there's the AT&T one
21:00
Speaker 2
Alright, it's now connected to the Wi-Fi LinkedIs Wi-Fi. Okay. Open Google Chrome. Well, you have AT&TIS Wi-Fi.
22:00
Speaker 1
[silence] then my links is to expand it. [silence] Uh that's what I'm working on. [silence] It it's it's the the bridge or whatever. The the AT&T is the main one and then the Lynx is the expander. [silence] Let's make sure it's right.
23:00
Speaker 2
Let me see. Can you connect your Linksys to the I mean, your laptop to the Linksys Wi-Fi? All right. Is your Linksys main set to bridge mode or now? Or the gateway? Oh.
23:00
Speaker 1
All right, now we're connected to it. Okay, so you want me to go into the Linksys app or what do you want me to do? Okay. Um, Mirouter.local. Okay, it says Lynxus, why am I getting a warning? I try and access my router.
24:00
Speaker 2
Open Google Chrome. I'm gonna give you, no, let's not use IP address instead go to my router. Local type that into the Bartop search bar of your Google Chrome. Local, yes. Continue scroll down. [silence]
24:00
Speaker 1
Okay. Your connection is not private. Okay. [silence] The server could not prove that my router.local. [silence] Okay. Okay. All right, it says waiting. Oh, hey, this one's blue now. Solid blue now. Sorry. I got distracted. Yeah.
25:00
Speaker 2
Click agree and click continue. Click advanced. Click continue and save. Go to my router that local and save. And it's all done now. But that's with a cable right where's the cable plugged into your child. Uh is it to the internet?
25:00
Speaker 1
[silence] like that it's internet like what [silence] yellow one okay [silence] wireless correct like [silence] Okay. so should [silence] I be should I be doing anything on the that [silence] on [silence] my phone.
26:00
Speaker 2
internet internet okay. well I guess we can unplug the cable and see what what what's gonna happen after this. aim yes you because you need the os wireless child node right not wired child node. wireless huh. it takes five minutes again or three three up to five minutes to boot up so we'll see. so we're waiting for that to boot up. sorry yes go ahead.
26:00
Speaker 1
Okay. So I need to log into this. The beauty of using my phone is it does it automatically. Let me let me look real quick to see what my username and password are. Maybe my email. So I'm just trying.
27:00
Speaker 2
Okay. Yes. I'm sorry, what was that?
27:00
Speaker 1
um, [silence] it's oh, it does say router password. [silence] Is it on the parent node? Okay. Um. [silence] It, I didn't. [silence] I looked at my thing and it does have admin. [silence] So it, it is blue solid right now and it looks like.
28:00
Speaker 2
Is it asking for a router password or just email? And then the password? Okay, enter the router password that means your parent password, your parent password, that router, it's also a router. No, it's not on the parent. know by default the the router password of that is admin. a-d-m-i-n. But if you change it then use the password you created for it. If you don't remember it, it's okay. We can reset it. Okay.
28:00
Speaker 1
On my, um, app, everything's good, but let's move it upstairs and make sure it stays good, right? I'm, I'm going to go ahead and sign in on my computer. As we walk it up, okay. Bingo. I'm signed in on the computer. It shows, uh, where the nodes. Hmm. I guess they're all good maybe. All right. Should I go ahead and unplug it and take it back upstairs. And plug it in and test drive it upstairs? All right. Okay, thank you. All right. you
29:00
Speaker 2
Right, right. Let's do that. Yes. Yes. I'll stay on the line just to make sure it's gonna work. Thank you. Mm-hm. Silence
29:00
Speaker 1
all right, i unplugged it go ahead and up [silence] [silence] hi So far so good. It's blue. Now it's blinking. Uh uh. That's red. Blinking red. Yeah, it's blinking red. Okay.
30:00
Speaker 2
Okay. It's blinking red now. Okay, let's wait five minutes and hopefully it will turn solid blue.
31:00
Speaker 1
Oh, there you go. Idaho. Solid blue. Yeah, but on the app it shows that it's offline, maybe that's still from when it was red, it hadn't the app hadn't caught up, maybe. Okay.
32:00
Speaker 2
Is it better now? All right, you can reload the app and check again. Or close and then open it.
32:00
Speaker 1
Ah. [silence] Uh. [silence] It says it's still offline. [silence] Oh, there we go. Wait a minute. [silence] Where'd it go? Oh, it's golden. There it is. Oh, I guess that's master is okay. Hard wired. All right, I think you got it, brother. I think we're fixed. Are you still there? Did I lose you? Jacob. Oh. Okay. Good. Yep. I think it is blue and
33:00
Speaker 2
I'm sorry, I was trying to fix my headset right here. but yeah, I you. sorry, sorry. um, is it You said is it blue now? sorry.
33:00
Speaker 1
I see it on the app um on my phone so I think we got it. Yep. Do I need to do anything um, do I need to do anything more on the computer since we're logged in there too, or is it, okay, now that we got going. Okay. All right. Well thank you for your help. No sir. You've done a fine job. Thank you. You too. Bye bye.
34:00
Speaker 2
[our sky]
34:00