V2 Rubric Detail — df4a3350-7b25-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 23:36
Duration
47m 48s
Contact
Lonnie Johnson
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136458
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). 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
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall54.4% (+24.4)

V2 Grader Summary

The agent maintained ownership and escalated appropriately after repeated failures and reference to prior contact. However, the agent failed to use the router UI for diagnostics and provided technically inaccurate instructions regarding the 'motherboard' 5-press and Cisco LED references, which are not supported by the Linksys KB. Communication was flawed but not abandoned, and ownership was maintained through to escalation with clear next steps.

V1 Case Analysis

Customer unable to join MX6200 mesh nodes after power-cycle and SSID rename; agent provided incorrect 5-press guidance and escalated to Level-2 engineering.

Troubleshooting Steps
  • Collected model, serial, and email.
  • Instructed full power-cycle of modem and router.
  • Incorrectly advised 5-press reset for node pairing (not valid for MX6200).
  • Guided customer to change SSID via Linksys app.
Key Observations
  • Agent incorrectly used 5-press reset for MX6200 node pairing, which is not supported for this model (MX6200 uses web UI or app-based pairing, not 5-press).
  • Agent did not follow a logical troubleshooting flow, skipped validation steps, and did not interpret LED states correctly.
  • Agent did not acknowledge customer frustration or provide clear structure, leading to confusion and inefficiency.
  • Agent escalated only after multiple ineffective steps, indicating lack of control and technical accuracy.
Positive Highlights
  • Collected essential device information (model, serial, email) at the start of the call.
  • Performed a proper power-cycle of the modem and router, a valid first step in network troubleshooting.
  • Escalated the case to Level-2 when unable to resolve, preventing further wasted effort.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance by advising a 5-press reset for MX6200 node pairing, which is not a valid method per KB (MX6200 uses web UI or app-based pairing, not 5-press).
  • Failed to use correct mesh node pairing procedure for MX6200 series, which requires Add Node via web UI or app, not physical button presses.
  • Did not verify or explain LED status meanings after each step, leaving customer confused about device state.
  • Did not confirm whether the customer could access the web UI at myrouter.local or myrouter.info, a critical access point for troubleshooting.
  • Gave contradictory and unclear instructions during app guidance, contributing to customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue was not resolved during the call; the agent escalated without achieving a working mesh setup or confirmed workaround.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed power cycling, checked LED states, and attempted a 5-press reset — basic mesh setup steps — but did not follow a full diagnostic path (e.g., checking WAN status via UI, verifying pairing method for MX6200).
R3 Met Correct resolution path conf 88%
Agent escalated after multiple troubleshooting attempts and acknowledged prior unresolved contact, which aligns with best-effort support for persistent issues, even if full resolution wasn't achieved.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified model (MX6200), ISP (Quantum Fiber), light states, and serial number — relevant symptoms — but failed to logically sequence diagnostics (e.g., no confirmation of WAN connectivity or correct pairing method).
T2 Not Met Appropriate tools / resources used conf 97%
No use of router web interface (http://myrouter.local or http://192.168.1.1) to check WAN status, node topology, or firmware — a necessary tool for this issue; relied solely on verbal description.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect guidance: instructed a '5-press' on the 'motherboard' for an MX6200. Per universal_5press_models.md, MX6200 only supports 5-press for LTS escalation if firmware is <= 1.0.6, and for pairing, adjacent_device_setup_scenarios.md specifies the 5-press method is for the PARENT router, not a 'motherboard'. Additionally, referencing a 'Cisco switch' for LED behavior is unsupported by Linksys KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and transitions to escalation, but long silences, unclear instructions, and loss of conversational control reduce the rating.
C2 Partially Met Confirmed understanding conf 82%
Agent used some plain language but introduced confusion with terms like 'motherboard' and 'Cisco switch'; did not consistently confirm understanding, though attempted to guide through app steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the case, performed multiple steps, referenced prior history (Carter on July 7), and only escalated after active troubleshooting — demonstrating ownership.
O2 Met Proactive follow-through conf 98%
Clearly communicated escalation, provided callback number (8704139341), and confirmed preferred time (after 4 p.m. next day), setting specific next steps.
O3 Met Closure confirmation conf 93%
Referenced prior interaction with agent 'Carter' on July 7, showing use of case history and avoiding complete restart of troubleshooting.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Escalation was justified due to repeated failure, prior unresolved case, and persistent issue despite basic steps — a valid trigger for L2 involvement.
E2 Met Escalation prep & handoff conf 97%
Correctly routed to advanced support, gave customer callback number and timeframe, and explained reason — effective escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent did not express explicit empathy, but remained patient through customer frustration and repeated attempts; tone was procedural but not dismissive.
X2 Partially Met Tone & rapport conf 81%
Agent continued engagement despite confusion, adjusted pacing slightly, but did not fully adapt to customer’s emotional state or clarify key misunderstandings (e.g., network disappearance).
X3 Partially Met Overall experience conf 84%
Customer repeated information (e.g., model, serial), but agent avoided full restart by referencing prior case; some steps were redundant, but escalation avoided further loops.
Call Transcript66 turns · 76 lines
Speaker 1
Welcome to links support. Hi, my name is Lonnie Johnson jr. All right, man, I'm having issues. My link see mesh Wi-Fi system will not connect. It's not, it will not even - it won't set up. Uh yes, sir. Um
00:00
Speaker 2
[silence] 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, my name is Nathan. [silence] May I know who am I speaking to? Lanny Johnson. Alright, how can I help you, sir? Could you name the model of your Linksys system?
00:00
Speaker 1
Can you give me the model? Hold on. MX-6200, okay, I'm going get you a phy stereo number D, what's this? 5W1000M D02905. uh, Man, it's been going on since last Friday, Man. I've been trying to hook it up.
01:00
Speaker 2
give me the serial number alright since when did the problem started
01:00
Speaker 1
three. both on. you know their now they are all solid blue. quantum fiber quantum fiber yes yes right yeah everything is working properly on there
02:00
Speaker 2
[silence] How many MX 6200 do you have? [silence] Three nodes. Okay. [silence] Tell me the color of the light on the device. [silence] Solid blue. [silence] By the way, who is the internet service provider? [silence] [unclear] Do you call them right? [silence] And check that, um there is a connection coming from the modem. [silence] Good, good. [silence] Can you give me your email address?, Let me take a...
02:00
Speaker 1
can you give you what? uh Lonnie underscore J 2 3 at yahoo.com Lonnie underscore J 2 3 at yahoo.com yeah the connection is good. [silence]
03:00
Speaker 2
ticket Addres. Can you repeat one more time? policy. All right. Now can you check the connection coming from the quantum fiber modem? Yeah I mean coming from the quantum fiber um there should be an ethernet cable that goes to your MX router. Tell me more
03:00
Speaker 1
zany Uh, let me see. So I think it's in the internet, it's in the. I whether not. Um.. internet port. Um. It says, one G land, the one that's connected from the Quantum fiber to my link C router. [silence] I think. Uh, ... It's connected to the ones I Internet internet. Yes, sir.
04:00
Speaker 2
Ands, is it in port number one, two, three, or an internet port? Go to the back. [ silence ] on the links you trials where is it connected internet all right can you unplug the power for the
04:00
Speaker 1
Is that ready to off? Uh, yes sir. I turned it off. Okay. Turn off everything. Okay. Okay. Okay. Okay. I got everything. I got everything unplugged. What about the the two child nodes? You want me to unplug them too or just leave them plugged in?
05:00
Speaker 2
[silence] Is it already off? Okay. Can you turn off the quantum fiber modem? modem from quantum. Okay. Let's wait two minutes. Let's wait two minutes. Not yet. Give it that time.
05:00
Speaker 1
oh I see yeah because I I was I was I was on the phone with somebody um I want to say Monday for about an hour from you guys team O O [silence] they're trying to uh they like oh yeah oh my phone the quantum finder or the Lindsay should be I it should be yeah because I I was I as I was I was on the phone with somebody uh I want to say Monday for about an hour on you guys team.
06:00
Speaker 2
. keep it that way. Ready? Just to set an expectation. Your router, I don't can I cannot find it. In the system. Now, your router I cannot find it in the system. Now I will support you on your linksys router. I cannot find it in our records. I will provide phone support. I will provide phone support. How do you spell your email address? Can you read it to me? [silence]
06:00
Speaker 1
lonny anderson [silence] L-O-N-N-I-E underscore N-N underscore J-2-3 [silence] at yahoo.com [silence] it
07:00
Speaker 2
[silence] Okay, I got it. [silence]
07:00
Speaker 1
turn on the coronary vibrometer monitor okay
08:00
Speaker 2
All right. Can you turn on the quantum fiber power on the quantum? Yes. All right. Tell me, the motor, is it a solid now? [silence] [silence]
08:00
Speaker 1
it just turned it just turn green, okay, well right now until. Don't do that. It's blinking blue. The to child notes solid blue, the). Parin. Is blinking blue. The one day we unemployed.
10:00
Speaker 2
I think you're talking about the Status LED and the Link Sys LEDs of a Cisco switch.
11:00
Speaker 1
is still blinking blue. Come on the door and shit okay it's solid blue
12:00
Speaker 2
that was it that blinking glue um it's on its way okay okay
12:00
Speaker 1
All right, can y'all keep him quiet? again I guess. Okay. Yeah, well, you're good with the quiet. and that's on the, okay, five time. okay
13:00
Speaker 2
can you press the reset button on the motherboard? Press and release the reset button. Do not hold. 1 press per second and do it 5 times. On the motherboard.
13:00
Speaker 1
The background noise is blanking white. [silence] He allows you to come in front.
14:00
Speaker 2
Did he react?
14:00
Speaker 1
Ah, it's still blinking white it's just blinking white now it's- one of the child notes is blinking white. [silence]
15:00
Speaker 2
How is it? Solid blue now. Solid white. White, right. Okay. Good sign.
15:00
Speaker 1
[ silence ] The parent node is blinking blue and the two, two child nodes are blinking white.
17:00
Speaker 2
Uh-uh. Okay, that's good. It will take time around three, four to six minutes each known. So, four times around 16 minutes for all the three.
17:00
Speaker 1
The parano of torn red. Okay. [silence] [silence] [silence] [silence] preparing those silly white to check the child's [silence] blinking away. [silence] and the on theaza the parent notes it says vis setup 840.
18:00
Speaker 2
How is it? Good. And child node? Now tell me the default Wi-Fi name on the mother node. yeah. Turn it upside down. There is a network name. Bellocetup, followed by a 3 digit number.
19:00
Speaker 1
okay, so there are on the ground encounter this about the part on your topic Okay. I'll connect to my phone to it. Oh. Yeah, I want to change it. Yeah. OK. It says get any rubber settings.
20:00
Speaker 2
840 can you connect your phone to Bell reports up 840? mm-Hmm. Do you want to change the WiFi name or do you want to keep it this way? All right. Did you install the Linksy's app? Can you open the Linky's app? Just continue. mm. Please just.
20:00
Speaker 1
Okay. Okay. Okay, so I'm in the app now. Mmm. All right, this the wheels been. Okay. For now. [silence]
21:00
Speaker 2
I've done most of it already. Okay, on the upper left side of the screen, there are three bars, select that one, and then go to the Wi-Fi settings. You can change the Wi-Fi name there. You can overwrite. Yeah.
21:00
Speaker 1
Okay, so restarting your Wi-Fi. This could take up to a minute. Okay. Now the, the, okay. The child node, I mean, the parental node one back to the blink and blue. And the will on the app is just been. [silence]
22:00
Speaker 2
color.
24:00
Speaker 1
The wheel on the app is still spinning and the parent node just turned blue. The child node is blinking white. You got my blood. Marc Nelson and person went to bed and the two cell notes are blink and, why? [silence] the the child going to blink away. going away as well well that question was lower from cool yeah the uh home the home the parent node is now is back solid white.
25:00
Speaker 2
blinking white okay good that's good
30:00
Speaker 1
they're still missing [silence] you know, they're still blinking sorry, babe you are? who are we? we're almost there, man all right [silence] [silence] I don't know what I'm going to say to him
31:00
Speaker 2
All right, tell me. I'm. Sorry.
31:00
Speaker 1
no nothing no no so ten but but the but the vigilant vigilant play call it up Fish frying, come here. Excuse me, stop reading to me. So, with me by the meal, uh-huh. So, so when the app is showing, when the app is showing, the three dots connected, but it won't it still spinning. So the app is showing the two.
32:00
Speaker 2
you tell me what happening to the app? Lonnie can you tell me what's up with the app now? Lonnie tell me what happened to the app? Because you are connected okay. The reason is you were connected to the old development daughter [silence]
32:00
Speaker 1
[silence] it's not showing the old one. It's showing the one that we changed it. The name I changed it to is showing that one. The parent node turned back red and my it says I'm connected to.
33:00
Speaker 2
of 840 now go to the settings on your phone try to look for the your old Wi-Fi name connected to that one [silence] go to the settings in the phone and and see if you can find your old wife by name try to connect to that one is there okay the one that you changed yes connect to that one
33:00
Speaker 1
Yes I'm connected to me on the phone so now in my phone settings it's not it's not even showing the it's not showing the new network so now in my phone in my phone settings it's not it's not even showing the it's not showing the new network.
35:00
Speaker 2
Are you connected to the WIFI? Uh, the new wifi name. You changed the WIFI name, right? It's no longer Battle Setup 840. Okay. Can you check whether you have internet? [silence] Are you still there? [silence]
35:00
Speaker 1
I need to, thank you to him. All right. All right. Now it's showing. So it's, it's showing the new network but it's not allowing, when I press to join it's not connecting and the, uh, okay, so now it's showing
36:00
Speaker 2
Could you check the select, uh, forget this network?
36:00
Speaker 1
[silence] [silence] Um, it connected. [silence] but now the light is blue. All right, you're on the ground. [silence] It keeps, for some reason it's not staying connected to the new network. [silence] Pass right stuff. [silence] So it was connected to it and then the home team, the new one we created, it just disappeared. let me go look at my one there was say that again. the status is on the main node is read uh one child node is blinking white and then the other child node is blinking red and uh parent node it was solid red and then when I look into when I look into Wi-Fi.
37:00
Speaker 2
I can't see the status of the router you're talking about. Unless you tell me what the light colors mean, I can't answer with the information I currently have.
38:00
Speaker 1
It's not showing the new name of the network I created. All right, now it just came back up. Then when I
39:00
Speaker 2
All right. Then we. Does that just. Fix. [silence]
39:00
Speaker 1
no it say when I hit join it um it say joining all right yeah I could check other device um let me check it up I'm
40:00
Speaker 2
Can you check with other devices if they can join? [silence]
40:00
Speaker 1
It's not, it's not even showing up. I go, when I go to other networks, turn off the Wi-Fi and turn it back on. Hold on. [silence]
41:00
Speaker 2
Can you turn off the Wi-Fi? Turn it on after six seconds? Yes on the device after six seconds. Wait a few seconds and then turn it back on.
41:00
Speaker 1
I say unable to join. Okay. All right.
42:00
Speaker 2
Can you turn off the router and then wait, let's say a minute and then turn it on again? [silence] All right. Tell me again.
43:00
Speaker 1
no, it's still it's not even, uh, it's not even showing that the network name anymore. [silence] No, I've changed it to home team, but it's not showing nowhere where or on where say other network. [silence] No, I don't even see it. [silence] I see, [silence] yeah, I don't see none of them. I see the Lancy mass network wifi. [silence] Yeah, I'm not showing.
45:00
Speaker 2
What is the, what is the WiFi name that you changed? Did you put some asterisks or special character or space in between? Di you see develop setup 840? What are the available WiFi that you can see?
45:00
Speaker 1
Yeah, I did. Well, it's just, I've been trying to connect this thing for three or four days, and it's doing the same thing every time I try to connect. Right.
46:00
Speaker 2
tell me again again uh... is this problem existing before? This had happened before, right? This is not the first time uh... right. Let me escalate this issue to our level two tech support because this is not the first time you've done this and the same problem, okay? Uh... I will escalate this to our engineering, our advanced team. They may be able to find some solution in this one. Right now, uh... the first cause you already talked to carter and the same thing happened as well. That was on July 7. And if you did
46:00
Speaker 1
okay any time after four p m okay thank you [silence]
47:00
Speaker 2
Okay, let me escalate this one Lonnie. And then they will give you a call on 8704139341. Uh currently they're all engaged. If there somebody will be available, they will call you today, but most likely it will be tomorrow. What time would you prefer your call back tomorrow? All right then, after 4:00 p.m. All right then, sorry for that one Lonnie. I will make sure that this will be escalated and taken care of immediately. All right then. Okay. I will escalate the case for you. Bye bye for now. Bye bye. [silence]
47:00