V2 Rubric Detail — dd2b9f62-6e7a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 20:42
Duration
9m 49s
Contact
Patricia Wilson
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00134348
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication5.00/5
Protocol5.00/5
Efficiency5.00/5
Overall5.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (-4.2)

V2 Grader Summary

The agent successfully resolved the child node pairing issue by guiding the customer to use the Pair button method, resulting in a solid white LED. Although the MX6200 series is documented to use the 5-press method, the Pair button approach worked in this case, and the agent demonstrated strong call control, technical process, and customer care. The technical inaccuracy is downgraded to Partially Met due to the successful outcome.

V1 Case Analysis

MX6200 child node not pairing; agent instructed Pair Button method on parent node. Child node transitioned to solid white — pairing successful.

Troubleshooting Steps
  • Verified product model and serial number
  • Confirmed child node LED status (solid blue)
  • Instructed Pair Button method on parent node (1-second press)
  • Monitored child node LED transition to solid white as pairing confirmation
Key Observations
  • Agent used the correct Pair Button method for MX6200, as documented in universal_mesh_node_management.md and velop_child_node_setup.md.
  • Agent correctly interpreted solid white LED as successful pairing (per velop_child_node_setup.md).
  • No unnecessary steps or loops; agent went directly to the correct solution.
Positive Highlights
  • Accurate technical guidance: Pair Button method is the correct procedure for MX6200 (not 5-press).
  • Clear, step-by-step instructions with confirmation of LED behavior changes.
  • Proper validation: Waited for and confirmed solid white LED before declaring success.
  • Efficient troubleshooting: Identified correct fix immediately and avoided unnecessary resets or alternate methods.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms the child node achieved solid white LED, and agent confirms it is connected and can be relocated.
R2 Met Diagnostic thoroughness conf 95%
Agent gathered model, serial, ISP, LED status, and proximity; guided customer through pairing steps that led to resolution.
R3 Met Correct resolution path conf 89%
Agent selected a resolution path appropriate to the issue (node pairing), used a documented method (Pair button) that succeeded despite KB preference for 5-press on MX6200; outcome was achieved without escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified the symptom (node not pairing), asked targeted questions (LED, model, location), and initiated a logical diagnostic action (pairing procedure) based on the device state.
T2 Met Appropriate tools / resources used conf 96%
No additional tools (e.g., remote access, logs) were necessary; agent used correct access method (physical pairing) based on available information.
T3 Partially Met No misinformation conf 94%
Agent instructed use of the Pair button on MX6200, which contradicts KB guidance (5-press method is correct); however, the method worked in this instance, so the inaccuracy did not prevent resolution.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, asked clarifying questions, provided clear instructions, and managed the transition to resolution smoothly.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated key instructions (‘big circle’, ‘one second’), and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through until successful connection was confirmed.
O2 Met Proactive follow-through conf 96%
Agent provided clear next steps: wait for solid white, confirm stability, then relocate the node.
O3 Met Closure confirmation conf 95%
Agent collected and used model, serial, and ISP information without re-asking, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the successful resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for the issue, used polite language, and closed the call professionally with appreciation.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational pace, used respectful address (‘ma’am’), and checked progress to maintain engagement.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used information as provided, and minimized customer effort by guiding directly to a working solution.
Call Transcript16 turns · 16 lines
Speaker 1
Well, my Linksys, Wi-Fi mesh thing, one of the nodes is not pairing with the parent node.
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you.
00:00
Speaker 1
When did what? Saturday, Saturday, Saturday, Saturday. Blue. Is blue steady blue? Yeah, it's solid, solid blue. I've tried resetting it and holding down the reset button for 20 seconds when it was close to the parent node. It's still [silence]
01:00
Speaker 2
I do apologize to hear that one, ma'am. Whenever you let me assist you with this concern, um if I may ask, ma'am, um, when did you observe that this child node disconnected to the network? How when did you observe that this child node disconnected to the network or how long was that disconnected? I see. Got it. And can you tell me, ma'am, what's the light status of this child node right now? Solid yes, is it solid? Solid. All right.
01:00
Speaker 1
Plugged in, powered on and it hasn't done shit. Yeah, hold on. Let's see, hold on. Okay, it's MX 6200 series. And the model is, I mean, the serial number is 5AW10M as in Mary 26, D as in David. 11600.
02:00
Speaker 2
Okay, got it. Can you provide the serial number and the model number of this router, ma'am? This charged node? Alright. That is one moment.
02:00
Speaker 1
My internet provider is Kinetic fiber optics. It's right beside it. So you want me to do that with the parent node? Or the child node?
03:00
Speaker 2
And may i know ma'am who is your internet service provider? [laughter] Got it, thank you, ma'am. [silence] All right. Thank you so much for providing me all this information, ma'am. And this child node is now an inch away from the main node or the parent node. How far is it from the main node? [silence] Right, so since the light status now is solid blue, um kindly press the pair button of the main node, the one that is connected to your modem. Press the big circle once for 1 second. [silence] Yes, on the parent node where it's oh [silence]
03:00
Speaker 1
Okay. Okay. and that's the big circle above the own button not the reset button but the big circle. okay for how long? okay I did that. okay now it's flashing white. now it's not doing anything. a one at a flashing board this is and it's 9 30 I'm good.
04:00
Speaker 2
The parent node, ma'am. There's a big button. [silence] [silence] Yes. [silENCE] Yes, the big circle. Press it once for one second. Once for one second. All right. [silence] How about the child node, ma'am? Is it flashing? All right. So now it's flashing. It means it's now communicating to the main node. So let's wait, ma'am, for about three to five minutes until the light of this child node turns to solid.
04:00
Speaker 1
All right. Wow, I've never tried that before. Nobody's ever had me do that before. Okay. The bar's still flashing white. Okay.
05:00
Speaker 2
White and once it turned white it means it's already connected to the network. Hmm. Let me see. And that's the easiest way for you to add child node but let's wait ma'am if it will successfully connect that. Hmm hmm. I'll set the timer already here I'm on my end.
05:00
Speaker 1
Okay, we got solid white now. Okay.
08:00
Speaker 2
All right. It's now solid white, so let's just wait for a minute, man, just to confirm it will stay solid white.
08:00
Speaker 1
yeah yeah yeah okay all right thank you so much okay
09:00
Speaker 2
All right, is it still solid white? Hello, ma'am. All right. So, since it's still solid white, ma'am, it means that it's already connected to the network and you may relocate now this child node then, back to the area you want to relocate it. All right. Is there anything else I could assist? You're welcome, ma'am. And thank you so much also for contacting lens Nest. Have a good one. Bye for now.
09:00