V2 Rubric Detail — ddd5bb8e-7af8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:14
Duration
42m 37s
Contact
Thomas Haggard
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136397
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping of internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall79.6% (+23.6)

V2 Grader Summary

The agent successfully resolved the Wi-Fi dropping issue by guiding firmware updates and node reintegration, supported by appropriate tool use and logical troubleshooting. However, a critical technical inaccuracy—warning about 'bricking' the phone during firmware update—and lack of empathy prevent full marks on T3 and X1. No escalation was needed or performed.

V1 Case Analysis

Customer reported Wi-Fi drops on MX6200 mesh system after a storm. Guided through Auto Channel Finder check, node relocation, 5-press reset on main node, and firmware update for child node. Customer reported improved stability. Agent incorrectly advised that phone firmware updates could brick the phone.

Troubleshooting Steps
  • Collected model, serial, and email information.
  • Assisted with router login using recovery key due to forgotten admin password.
  • Checked Auto Channel Finder setting and confirmed it was disabled.
  • Identified offline child node with solid blue LED and outdated firmware (1.0.3).
  • Instructed relocation of child node closer to main node.
  • Performed 5-press reset on main node to re-pair child node.
  • Guided customer through firmware update for child node via app.
Key Observations
  • Agent correctly applied the 5-press reset method for MX6200, which is valid per KB.
  • Agent provided materially incorrect technical advice at [33:00] that updating phone firmware with weak signal could brick the phone. This is not supported by any KB and is technically inaccurate.
  • Call efficiency was reduced due to unclear instructions, repeated steps, and failure to confirm final Wi-Fi functionality before closing.
  • Agent collected model, serial, and email early, supporting good protocol adherence.
  • Auto Channel Finder was correctly checked, but the explanation that it causes internet drops when enabled is not documented in KB.
Positive Highlights
  • Collected model number (MX6200), serial number (58D10M2AD12042), and email address early in the call [01:00–02:00].
  • Correctly guided customer through router login using recovery key after forgotten admin password [07:00].
  • Accurately identified solid blue LED on child node as disconnected state and recommended relocation [14:00–17:00].
  • Properly applied the 5-press reset method on the main node for MX6200, which is KB-compliant for re-pairing [19:00–26:00].
  • Successfully guided customer through firmware update for child node via app, resolving outdated firmware [33:00–38:00].
Agent Errors / Gaps
  • Incorrectly advised at [33:00] that updating phone firmware with weak signal could brick the phone. This claim is unsupported and technically false.
  • Provided misleading explanation that disabling Auto Channel Finder prevents internet drops, which is not documented as a cause in the KB.
  • Gave unclear and repetitive instructions during node relocation and reset steps, contributing to customer confusion.
  • Failed to confirm full Wi-Fi functionality across all devices before closing the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Okay, it seems to be working now' and 'the Wi-Fi seems to be working now' after firmware update and node reintegration.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through checking Wi-Fi settings, relocating nodes, using 5-press method, verifying firmware versions, and updating outdated nodes—logical, sequential troubleshooting.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting for a mesh system with outdated firmware and placement issues, without assuming hardware fault or warranty limitations.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (Wi-Fi dropping), linked it to storm event, checked LED behavior, verified node connectivity and firmware consistency—logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent used the Linksys app and Network Administration interface to inspect firmware and signal strength—appropriate tools for mesh-node diagnostics.
T3 Not Met No misinformation conf 95%
Agent incorrectly warned: 'never try to update the firmware of your phone when it has a weak signal... you could brick your phone' — this confuses router firmware with phone OS updates and misstates risk.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but had repeated miscommunications (e.g., confusion over node count, unclear prompts), long silences, and failed to reframe after disconnections.
C2 Met Confirmed understanding conf 90%
Agent used simple, actionable language ('tap on nodes', 'press reset five times'), confirmed understanding, and adapted to customer’s navigation pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed on the line through firmware update and final confirmation.
O2 Met Proactive follow-through conf 95%
Agent set clear expectation: 'update will take up to five minutes' and waited for confirmation before closing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration, repeated effort, or storm-related stress—no empathetic statements or validation.
X2 Partially Met Tone & rapport conf 85%
Agent repeated instructions when needed but did not adjust tone or pacing despite customer confusion and interruptions; remained technically focused.
X3 Partially Met Overall experience conf 80%
Customer was asked to manually check firmware and signal strength across nodes—steps that could have been streamlined, though agent avoided re-asking known info.
Call Transcript55 turns · 63 lines
Speaker 1
[silence]
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 linksys. This is May. How can I help you?
00:00
Speaker 1
The model number, MX six. 200. The serial number is five eight D one zero M2A D one two zero four two. Do AA2. Where's she at? Email address, right? Oh, email address. um Okay, it's probably tHiagraphard.com T. T. H-A G-G A-R-D,
01:00
Speaker 2
May I have first the model number of your router? serial number And what's your active email address? [silence] [silence] Yeah, this is your account here in our system. Now can you spell that one to me please?
01:00
Speaker 1
:speaker_0 at Hotmail.com. I'm sorry. Oh, Thomas Dagger. Spectrum. Right. it's dropping. So like, our device will connect to the Wi-Fi, and then, it, like, the Wi-Fi would just drop, essentially like, it won't work. Because it blinke them all the connection. [silence]
02:00
Speaker 2
Okay and what will be the first name and last name for this account? First name and last name. Okay and your internet provider? Okay so for me to like really I got to know your problem you said that you're having trouble with a wifi is it like it's slow or dropping? Were you able to observe the LED indicator if it blinks the moment the connection drops?
02:00
Speaker 1
No. I'm sorry. What'd you say? It does. Yeah. We probably, have like, six. I think six is a good, yeah. Yes. It started, it started after a storm. Yeah, it started after a storm. Last night, last night.
03:00
Speaker 2
remains study why. It remains solid white on top. And how many links this device you have there in total. Okay. Even if you're right beside the main node, it happens. Okay, so there are things that we need to check why this one uh is happening. Uh you started the I mean you experience this problem since when? Can you remember? Was it already a week, Okay, just yesterday. And uh yeah, the connection from spectrum was already confirmed with the.
03:00
Speaker 1
[silence] [silence] you said linksges. [silence] Yeah. Hold on just one. Please.
04:00
Speaker 2
so is this for usually when there's a storm the outside connection I mean from the modem itself it will be unstable but yes things you're calling about this matter we will go ahead and check the settings of your router we will adjust uh pertaining to wi-fi settings uh I mean we will go to the uh just uh check if the Wi-Fi channel scan is on do you have Lynx sys app still on your phone uh Lynx Does app okay open your app sure
04:00
Speaker 1
I don't even know what the email and password is for this. Yes, it's asking for an email address and a password. Okay. Okay, I did. And the password. Okay, hold on. First connect your ring round passwords. First connect to your Wi-Fi. Well, it's asking me to connect to my Wi-Fi, but I can't. Okay, let me see.
05:00
Speaker 2
Is it asking for email and a password? Carefully select the option below to log in using router password, select that option and admin is the default password, a D-M-I-N. If that will not work, that means you created a different router password before.
05:00
Speaker 1
All right, let me, you can try it again in a sec. Uh, okay. It says great, you are now connected. Okay, the Wi-Fi. We need your password, you said admin?
06:00
Speaker 2
How is it? [silence] Oh, yeah, all small letters A, D, M, I, N. [silence] If that will not work then [silence] try to remember what was the router password [silence] created when where this was bought. [silence] If you can't remember it at all, [silence] there's option there reset. [silence] [audio cuts off]
06:00
Speaker 1
OK, yeah, I think my husband's probably put a password on and I don't know what it is, so. I do reset password. OK. It says first look under one of your knows for free entry. Okay. How do you get the recover key from? Please, sir. Six, six, six, six, 150, 158. Okay. The account holder will be notified if this router password is changed. Okay. It's probably my husband. Okay. Let me enter new password. Can I do
07:00
Speaker 2
It will just reset your lock in password, not the wi-fi password. Yes. The recovery key. So create your other password now. [silence]
07:00
Speaker 1
I'm going to do what you gave me. Can I do that? Oh, no, it's at least 10 characters. Oh, okay. [silence] Okay. Oh, that's where I am. Okay, I'll. Oh. Okay. All right. Okay, Okay, we ran. It says we have three no. OK, I'm gonna let you just a kind of a Okay. I just call good OK, let's
08:00
Speaker 2
mhm
09:00
Speaker 1
Okay. Is this the auto channel? I don't see. I see security type, Wi-Fi mode, channel finder. And dynamic. Okay. And then the Auto Channel Finder is not on. Hello. It's not on.
10:00
Speaker 2
That channel finder, there's none. Okay. Okay. Try to go back instead, go back. And then under Wi-Fi settings where you can
10:00
Speaker 1
Yeah. I found the auto channel. Oh, okay. Just logged me out. It was off. What's the email adjust again to log me no you have to do router password. Okay. At the top. And that's the passcode. One second. Say capital A
11:00
Speaker 2
Can you see the Wi Fi name and password tech if there is Auto Channel there turned on? Okay. Is it off or enabled? Okay, that should be off. So that it will not run from time to time because it will cause your internet to drop once it's running. So go back and then this time go to network administration.
11:00
Speaker 1
OK. And would, OK. OK. 1 0. year old. 0.14.216738.
12:00
Speaker 2
Alright under network administration. You will see there nodes. Tap on nodes. OK. And then under nodes. I need you to tap the first one there listed node one. And tell me what's the firmware. OK. How about node two. So tap on node two. [silence] OK. So under about device, it'll tell you the software version. It also tells you OS. Yep. OK. Tick on node three. How about node three. So software version software version. OK. Yep. So. For each of those node three, you have different software installed. Yep. OK. So node two has Saftware version up to date. OK. Alright then. I'm going to keep this running software team. Right. Yeah. If you can keep an eye on this while I'm picking and talking to customers. And if there's anything interesting about this comes up, can you try to let me know? Yep. Yup. Cool. Alright cool. You can start with nodes as well. So now I have to repeat this with one, two, three, four, five nodes. Alright. Sounds good. Yeah. But signalwise, no limitations. Yeah. Cool. Right cool.
12:00
Speaker 1
Yes. [silence] 57. [silence] Give me one second. [silence] I need to check one of the uh the notes. [silence] Yeah. Yeah it's plugged in but it's showing offline. [silence] [music]
13:00
Speaker 2
And check if they have the same firmware 1.0.14. And what's the signal strength? -57. Now, proceed to node 2, and tell me if the firmware is still 1.0.14. Is it showing offline?
13:00
Speaker 1
Blue. Okay. I think we might just only have three here. Sorry about that. Yes. [silence] Okay. Okay, so I need to move it.
14:00
Speaker 2
it's the light indicator on the top. Ah okay. That means it's not connected at all. It got disconnected. So um, since you got six. So are you, can you only see five nodes under network administration tab? Uh, three nodes in total, not six. Okay. So one is having a blue light. You need to relocate that one for now. Let's add that one back. Still uh, yeah. Just unplug the solid blue child node and bring it over to the main.
14:00
Speaker 1
yeah i'm moving to one mode the one nodes are online give me one second it still appears blue Yeah, the one node still appears blue. And I've moved it closer to, um, I guess, like, the node with the strongest connection. I'm sorry, what'd you say? Yeah, I was. Unplug. [silence]
15:00
Speaker 2
Okay, um, yeah, you're saying something earlier. Uh, Were you able to relocate the solid blue child node. I thought that was what you're saying about today and I got it. Uh, you mean now I'm plug and Translate near. [silence]
16:00
Speaker 1
I'm sorry. Can you repeat that? Yeah. Oh, God. I will move that closer. Yeah, move it closer. Okay, it's in there. Five
17:00
Speaker 2
Yeah, the child note that has a blue light on top, you need to relocate that one for now. What? Uh, within five feet from the main one. Okay. And wait. I mean, tell me if once it will turn back to blue. Solid blue. Okay.
17:00
Speaker 1
Oh, it's... Oh, it... It hasn't turned solid blue yet, it's just blinking. Okay. Uh... I clicked it five times. Okay, now it's solid...
19:00
Speaker 2
How was it? Is it solid? [silence] Go to the main node, and then press the reset button five times on the main node only, okay? Quick five press. [silence] Okay, observe the LED indicator of the child node. That should start flashing.
19:00
Speaker 1
hold it after I click it five times.
20:00
Speaker 2
what's happening to the child Noel? is it blinking blue? the blinking white? just steady blue? and the main node is it blinking white? okay you need to do the five five rest the reset again on the main node only. press to let go press let go press let go. how about the child?
20:00
Speaker 1
Another child node is blinking. Just turn it. Okay. right. Yeah, it's all in white. Okay, sounds good.
21:00
Speaker 2
How is it? Is it solid white now? the child node? Okay. So you can now translate back to its original location. [silence]
26:00
Speaker 1
Okay, I'm transferring you right now. Just give me one second. Okay.
27:00
Speaker 2
Let me know first when this child node is back to solid white. because we need to get it signal strength. Earlier, we already have the first child uh node, which is having negative 57. this is within the threshold. the threshold for
27:00
Speaker 1
I just went offline again after I moved it.
28:00
Speaker 2
this is negative 70. so if it goes beyond like negative 71, 72 that means it's having a week signal. So having negative 57, that means uh, it's still receiving a good signal from the main node. So wee are we're not able to check the third node or the second child node. It's because it was offline earlier. this time we got it connected. So once it will turn to solid white. Check your app again. Still under network administration. Tell me the firmware and the uh, signal strength. Uh-uh. Uh it's okay if it's near to the child node. As long as it's nearby.
28:00
Speaker 1
see, like, when would it not be offline anymore? Do I need to, like, wait for a second? Or... So, I moved it back to its original spot and then when I plugged it in, it went offline. Okay. Okay. [inaudible] Okay. Okay. [silence] Okay. It's back online. Okay. Got you.
29:00
Speaker 2
I've got the error fix to connect to all the stdout. Go back to the network administration tab and under the network administration go back to nodes.
30:00
Speaker 1
OK. The firmware is 1.03. Yeah, two one six six, 07. No, 2 1 six new 6, 07. The signal strength doesn't like show. It's like a an arrow and then three dots and then another like arrow.
31:00
Speaker 2
what's the, in details stop the third node and check what's the firmware and then the signal strength, 16738. 617, and what's the signal strength? [silence]
31:00
Speaker 1
Yeah, it's for showing my wire to a Kingdom Street, but I don't know why. All right. Here comes my Okay. Oh, okay. Now I see it.
32:00
Speaker 2
wired, correct. This child node is plugged in wireless only. First close your app instead and then reopen for you to get the latest information.
32:00
Speaker 1
It says negative 34. Mm-hmm. Three four. Yeah, I do. Yeah. I'm going to update it. That sounds good. Of course.
33:00
Speaker 2
Oh, negative 34. Three four. It's really um this one is uh already having an excellent signal strength negative 34. So I can say this is much closer compared to the other child node. However, the firmware is not up to date. Can you see firmware update available there? Okay, so tap on update. Yes, update it now while you still have me on the line. It will take some time by the way uh probably five minute max to do the update. So, just make sure the phone is not that far from where this node is located. If you have something to do, just leave the phone there and update the firmware. But if you want to just wait until the message pop up, it's up to you. I can wait if you're doing something right now. Yeah, so I'm just other notes up to date and the receiving see the sometime of the day to the other child nodes then receiving signal. Yes, much better. Now we should be able to proceed with the next procedure. Okay, but I can advise never try to update the firmware of your phone when it has a weak signal. Because there's a possibility that you can brick your phone. Well, because you're having an excellent signal strength now, we are able to update the firmware smoothly. phone right there. be right back before five minutes. [silence]
33:00
Speaker 1
The firmware updated. All right, now it's at negative 68, which makes sense because it's so far. Um, the bonus room, like this is the the place that like we have it in is further away, uh, from the like the the parent node. Um, and old moon or it's the furthest away from the parent none the cushion so now it's up to date. Maybe it'll work. Like would one node not being updated cause other issues? Okay, Yeah, it seems to be working. Okay.
38:00
Speaker 2
uh-huh. And the signal strength is good. Now just tap OK under network administration.
40:00
Speaker 1
Is there anything else that like I would need to do? To it? Like it seems to be like the, the Wi-Fi seems to be working now.
41:00
Speaker 2
there's none actually when it comes to adding child note right now do you have a computer that can be hardwired others none. The reason why I ask seems to be working. I see. I'll just take note of this ticket number. Will be the ticket number.
41:00
Speaker 1
Got it. Thank you so much. [silence]
42:00