V2 Rubric Detail — da375dbc-7fc0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:16
Duration
28m 56s
Contact
Andrew Mensah
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137146
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add CN
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall60.2% (+24.2)

V2 Grader Summary

The agent demonstrated high technical accuracy, correctly applying the pair-button method for Cognitive Mesh (MBE7000) and the recovery-key process via myrouter.info. However, the call resulted in an ownership gap because the agent failed to escalate the case or provide clear next steps after a persistent login error (2298) left the issue unresolved.

V1 Case Analysis

Customer unable to pair two MBE7000 child nodes; agent used incorrect pair-button method and provided wrong admin password guidance, leaving issue unresolved.

Troubleshooting Steps
  • Collected customer details, model numbers (MBE7000, MX6200), and serial number.
  • Guided factory reset of child nodes and verified solid blue LED status.
  • Instructed use of pair button on parent node (incorrect for MBE7000).
  • Attempted router login via myrouter.info; suggested incognito mode and password reset with recovery key.
Key Observations
  • Agent used pair-button method on MBE7000, which requires 5-press pairing per KB documentation.
  • Agent incorrectly stated default admin password equals WiFi password, contradicting KB guidance.
  • No warranty status verification performed despite customer mentioning purchase date from last year.
  • Call ended without definitive escalation or follow-up plan after repeated failures.
Positive Highlights
  • Collected customer details, model/serial numbers, and confirmed parent node functionality.
  • Successfully guided factory resets of child nodes with LED verification.
  • Attempted alternative access methods (incognito mode) when initial login failed.
Agent Errors / Gaps
  • Provided wrong pairing procedure for MBE7000 (pair button instead of 5-press) — critical accuracy error per KB.
  • Incorrectly stated default admin password is the WiFi password — false for this model family.
  • Failed to verify warranty status despite customer providing purchase timeframe.
  • Did not establish clear escalation or callback path after unresolved technical failures.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer could not log into the router (error 2298) and the two child nodes remained unpaired; no resolution was achieved by the end of the call.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted a logical sequence: verified node status (LEDs), performed factory resets, attempted pair-button pairing, and guided login via myrouter.info with recovery-key fallback — all appropriate steps for MBE7000/MX6200 mixed mesh.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path without dismissing due to warranty status; attempted resets, pairing, and admin access — consistent with best-effort support regardless of device age.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified symptoms (nodes not connecting, app failure), collected model/serial numbers, and followed a structured diagnostic path aligned with KBs for mixed mesh systems.
T2 Met Appropriate tools / resources used conf 97%
Used correct tools: reset button for factory reset, pair button for Cognitive Mesh nodes (MBE7000), myrouter.info web UI, and recovery key process — all appropriate and correctly applied per product family.
T3 Met No misinformation conf 98%
All technical guidance accurate: reset duration (20s), pair-button use on parent for Cognitive Mesh, default admin password equals WiFi password, recovery key location, and use of myrouter.info for MBE/LN series.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained direction through steps but failed to set clear expectations or summarize transitions; long silences and unclear next-step cues reduced control.
C2 Partially Met Confirmed understanding conf 87%
Used accessible language overall but assumed understanding of terms like 'pair button' and 'solid blue' without confirmation; minor jargon gaps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed troubleshooting without transfer, and followed through on attempted solutions.
O2 Not Met Proactive follow-through conf 93%
No clear next steps or timeline provided after login failure; no escalation scheduled despite persistent error 2298.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Case remained unresolved after extensive troubleshooting; legitimate trigger for escalation (persistent pairing/login failure), but none initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration, but tone remained patient and solution-focused; no discourtesy or impatience observed.
X2 Partially Met Tone & rapport conf 83%
Maintained procedural pace but did not adapt to customer confusion (e.g., repeated resets, error 2298); could have checked comprehension more frequently.
X3 Partially Met Overall experience conf 85%
Customer repeated resets and login attempts, but agent guided necessary steps; remote session not available, so manual effort was unavoidable.
Call Transcript36 turns · 45 lines
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. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes, my name is Andrew. I have a Linkeus home WI-Fi mesh system, and I have two notes that child knows that I'm not able to connect. I've tried many times reset and so on. I need some help to do that. And secondly, even though I had the net network on my phone app, when I go to the phone app, it keeps telling me I have to restart the network and is not able to bring up my network entirely. So, it has zero notes and zero main note on my on my wife I when I go to my my phone app, I've deleted and reinstall that out tree times already and having the same problem. yes so I have in all six that notes and so the per most note is working three of the nodes are working and then these two are not yes okay yes my first name is Andrew yes spelled Menta it's Mike Echo November Sierra Alpha Hotel my first and last name that's Andrew Menta in
01:00
Speaker 2
child. Child nodes. The parent node is working. Okay. So, six nodes in total, um two nodes are not working right now. Okay. So, well, there's any for us to manually add them, sir. Um, we may not be using the app. Okay. We uh, we can since you've tried that, so we will try another alternative way, okay? So, uh, let me just create a record. Can you have your name and, and, and, and, and, and, Andrew, and last name, sir? Okay. And your email address.
02:00
Speaker 1
Ray.com. Yes. Yes. Yes [silence] Yes [silence] Let me get it [silence] [silence] Okay. So uh [silence] the model number is [silence] MBE 7000 [silence] Bra7000 [silence] [silence] [silence]
03:00
Speaker 2
at Gmail. Okay. So that is again, Andrew, your first name, A-N-D-R-E-W-Mensa, M-E-N, like Nancy, S-A-M, A-H-993@Gmail.com, correct? All right. Could you give me the model number and the serial number of your child nodes? [silence] MBE-7000. So you have six of these MBE-7000s.
03:00
Speaker 1
and let me see the other one is also the one is MX 6200 you know okay for the for the MBE 7000 the serial number is five nine a one and i think it's O is it is this O would they have a strike in it or zero okay so five nine a one zero two Bravo Delta 478. No one, 0, 1. 0 M-2, sorry. What? Yes. Yes. Yes. Yes. So that one is 5-8 W-10 M as in Mm, remery 2-7 D as in DD, for dole.
04:00
Speaker 2
okay, let me repeat that, sir. So, that's five, nine, a for Apple. one, zero, B as in boy, D like David. Oh, okay. one, zero, M like Mary, and then two, B as in boy, D as in David, 02478. Okay. All right, and for the MX, 6200, sir. [silence]
05:00
Speaker 1
0801012. More than a year. Yeah. Oh, I have to go to my, I'm going to see if I can find it. Okay. Okay. Actually, what, we were in July? So I got it last year. I got it last year. July summertime. Was it? Oh, July 4th, last year I got around, ah, yes.
06:00
Speaker 2
Okay. So, how long have you been using this device, the MBE 7000? More than a year. Okay. Like, do you happen to know the exact date of purchase? It's all right. Uh, just an estimate. So like, uh, what month? July. Okay. Okay. July 4th of last year, okay.
06:00
Speaker 1
[silence] the they had a promotion. That's when I got it. [silence] Cox. Cox Cable. Yes. Yes. And I did a reset. It's a laptop. I reset the using the parent and many many times. And
07:00
Speaker 2
Okay. All right. and who is your internet provider, sir? Ka. Okay. Okay. Okay. Okay. All right, Sir Andrew. What we're gonna do is we're gonna uh do the uh the quick setup first. Okay? And if that doesn't work, then we will add the nodes, the child nodes manually using the user interface of your router. Uh, but do you have any computer available just for us to set this up? Okay. All right. okay, is that a laptop or a desktop? Okay. And yes, I'm sorry. They're saying something. You reset. the parents mode. Mmm-hmm. beep okay, so you've tried that five press, but it didn't work. How about the pair? Did you try the pair as well? The pair mode, when you press the pair button. Have you tried...
07:00
Speaker 1
is that a bigger bottom or the smaller one? Uh-huh. Okay, let me go go down and try it. So at what at what point it when it when you press the big button, what lights should be on the on the code before you press it. Okay. Awesome. Awesome. Awesome. Awesome.
09:00
Speaker 2
the the the the bigger button okay here so you know you since this is the the yeah we need to reset both child nodes first factory default okay and and make sure they're both polluted blue all right so once they turn solid blue that's the time you press the pair button on on the parent node press it once so make sure that the child notes are like um five to six feet away from it from the from the parent
09:00
Speaker 1
OK Just give me a second I'm connecting them. Down-sister again, ok. Okay, so both are solid blue lights now. I haven't I haven't pressed any buttons. I just plugged them into the wall. No, they were both unplugged from the wall. So I just plugged them back into the wall. Haven't done any stuff yet. Yes. Okay.
10:00
Speaker 2
all right, so, once it's solid blue, sir, how long did you press the reset when you, uh, reset the device? Oh, so you did not reset the child nodes? Oh, okay, so you just plugged them in? Okay. Please let me know what lights are lit ones, I mean, please let me know what are the, uh, the lights, because maybe it's still blinking right now, so we'll wait for it to turn solid.
11:00
Speaker 1
Okay. So, the other one is slow, blanking blue. The first one is solid red. Do you want me to press anything or wait? Uh, Okay, hold it down for about 20. So, hold it down for about 20 seconds. Okay. Okay. [silence] So the light has gone off completely. So I can release my finger now. [silence] Okay. So the first one is saying a solid white. But it's done that before. It stayed solid white for about 50. it means it went back to right so I might leave it for now and see what happens okay actually okay so I pressed the reset on the first one it's blinking blue now as I said this the one that just turned right white white white is going back to red like again just like I said so want me to do the reset on that one too right do you need to do a really I'm sorry So, like I was saying, the node that went to white light it stayed white for about 2 minutes and now it's gone back to solid red which is what it has been doing for for for for each time I tried to reset it. So how do the reset button 20 seconds on this one too right okay.
12:00
Speaker 2
Okay. After a reset, sir, that should turn solid blue. If it's reset properly. [silence] Okay, I'm sorry. I didn't catch that. What was it again, sir? [silence] Yes. For the second, Charles.
14:00
Speaker 1
OK. OK. And then when the light goes off, release my finger at that time. OK. Can you hear me? OK. OK. Now the blue light has turned on, so I've been pressing for almost 45 seconds. OK, so the first one has a solid blue light now, the one that we reset. Well what's the next step? For the That's the first one. Solid blue. Solid blue. Yes. That's it. Okay. Okay, the second one. Oh, so it's gray now. Just a second.
15:00
Speaker 2
Okay, so the first one is now it's solid blue. Okay, All right. We'll wait for the second child node to turn solid blue as well. Okay. So, we can just set them up together.
16:00
Speaker 1
almost almost blue blue now. [silence] OK, [silence] what's the next step? [silence] Yes. [silence] OK. [silence] OK. [silence]
17:00
Speaker 2
okay All right, so they're all solid blue now, right? All right, so now, sir, let's do the pair. So kindly press the pair button on the parent node once. Okay, so just press it once. [silence] okay
17:00
Speaker 1
and then, the light on the parent node is still solid white. They are both solid blue. Yes. On the parent node once, but I didn't touch the child node. Okay. So press it once and then see what happens to the child node or do I have to also press the same button on the child node? Okay. And the lights should go off when I do that.
18:00
Speaker 2
Okay, so the lights should blink on the parent node. Same goes with one of the child nodes, what about the child nodes? Again, you pressed the pair button, the one below the reset, right? Yes. All right, can we do that again? No, just the parent knows. Um, just wait for the
18:00
Speaker 1
Okay, Okay, Okay. [silence] Did you take suggestion to? to publish.
19:00
Speaker 2
I, the child note to communicate because the, the light should blink on the child note. Just let me know if they're blinking, if there's any activity. it's still not doing anything. Okay. Can we go ahead and, um, can we use your laptop, sir? [silence]
19:00
Speaker 1
Okay. Okay. Okay, I have the laptop now. Yes. It's the back book. [silence] Yes. Yeah. Yes. Yes. Mhm. Okay.
20:00
Speaker 2
It's a Mac book, okay. All right, so is it connected to your network right now? If you check the Wi-Fi, so it's connected to your network? Okay, can we open up a browser? Do you have Google Chrome? Okay, let's open up Google Chrome. And then on the address bar, type in HTTP://my router.info.
22:00
Speaker 1
Okay. Yes, I have the sign-in page now. Yes. I see my Wi-Fi password, right?
23:00
Speaker 2
please let me know if you get something. Okay. all right. Is it asking for a router password? Okay. So type in your router password sir. Yes, by default, it's the Wi-Fi password, but if you happen to change it, then you need to use that password.
23:00
Speaker 1
OK. OK. Mm. OK. Mm. Mm. OK. OK. Mm.
24:00
Speaker 2
Okay, what happened? Okay, if it didn't take it, sir, then you may just select reset password. There's an option reset password and use the recovery key, which is on the parent node, okay, the main one. [silence]
24:00
Speaker 1
Okay. Uh. Okay. It says unexpected error 2298. We've encountered an unexpected error. Yes. Okay. Mhm.
26:00
Speaker 2
Okay, so were you able to log in? Unexpected error. All right. Can we click on the menu? The three dots. Let's just try to open the incognito mode. Let's check if you got the same error message. So just click on the three dots on top, on the top, and then select new incognito mode. and then go back to http://myrouter.info. [silence]
26:00
Speaker 1
Um, okay, I'm at the same page again. I'm, I'm back to where it says enter your password. It didn't allow me to, it didn't allow me to, that's why I got the error code. So I couldn't reset it. Okay.
27:00
Speaker 2
Unexpected error. Okay. Did you create a new password for the router when you reset it? Oh, okay. I see. All right. Yes. Let's try reset password and put in the recovery key. Try to sign in.
27:00
Speaker 1
to create a password. So, [silence] Yeah, I have this.
28:00