V2 Rubric Detail — df7876a4-76fa-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:18
Duration
43m 58s
Contact
Ian Hall
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135807
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child nodes lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall86.2% (-1.8)

V2 Grader Summary

The agent successfully resolved the connectivity issue, with all nodes showing solid blue and confirmed online in the app. However, T3 is Not Met due to materially incorrect technical guidance about solid purple being the ready state for SPN MX55 nodes, which contradicts KB documentation for Cognitive Mesh devices. Despite this inaccuracy, the customer achieved a working outcome, and no critical failures occurred to trigger auto-zero.

V1 Case Analysis

Customer had three MX55 child nodes flashing red. Performed factory reset, waited for solid purple, added nodes via Linksys app. All nodes successfully added and showing solid blue after relocation.

Troubleshooting Steps
  • Verified LED status of parent and child nodes
  • Performed factory reset on each child node using the reset button
  • Guided customer through adding nodes via the Linksys mobile app
  • Confirmed nodes appeared as online in the app
Key Observations
  • Multiple child nodes were flashing red, indicating they were offline.
  • Agent correctly used the factory reset procedure for Intelligent Mesh nodes (solid purple after reset).
  • Long silences and repeated requests for the serial number slowed the call.
  • All three nodes were successfully added and confirmed online in the app, indicating a confirmed fix.
Positive Highlights
  • Provided clear, step‑by‑step guidance for resetting and adding nodes.
  • Accurately described LED meanings and reset behavior.
  • Successfully got all three child nodes added to the mesh.
  • Confirmed resolution by having the customer verify all nodes were online in the app (39:00–41:00).
Agent Errors / Gaps
  • Repeated request for the serial number after it had already been provided, causing minor inefficiency (01:00–02:00).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all three child nodes show solid blue light and the app displays four nodes online; agent confirms resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent walks through checking LED colors, moving nodes near the parent, performing a factory‑reset, and using the Linksys app to add them.
R3 Met Correct resolution path conf 95%
Issue was a node‑pairing problem; agent used reset and app‑based add‑node procedure – the correct path for MX55 mesh nodes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (flashing red) and took action but did not ask about recent changes, firmware updates, or confirm node models — missed opportunity to diagnose potential cross-generation or ISP-lock incompatibility.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used the Linksys app and reset procedure appropriately, but did not use local web interface (http://myrouter.local or http://myrouter.info) to verify node status or firmware — a more reliable tool than the app.
T3 Not Met No misinformation conf 98%
Agent stated 'We need a solid purple from all your trees' and 'solid purple means they are properly reset'. Per led_mesh_system_identifier.md, SPN MX55 (Cognitive Mesh) nodes show solid blue when healthy/online, and purple is for Intelligent Mesh consumer models. Cognitive Mesh nodes do not use purple.
Communication
C1 Met Clear & professional language conf 94%
Agent sets expectations, guides step‑by‑step, checks status after each action, and keeps the call on track.
C2 Met Confirmed understanding conf 93%
Agent uses plain language, repeats instructions when needed, and confirms understanding (e.g., “Are they still blinking red?”).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remains on the call, does not transfer, and follows through until the nodes are added.
O2 Met Proactive follow-through conf 95%
Agent gives clear next steps (reset, wait for solid purple, add via app, relocate) and realistic timing (“about 4 to 6 minutes”).
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first interaction on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent decides not to escalate; the problem is resolvable at L1 and no escalation trigger is present.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed and none was required.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent apologizes for the trouble (“I’m sorry to hear about your nodes”) and thanks the customer repeatedly.
X2 Met Tone & rapport conf 91%
Agent matches the customer’s pace, engages in small talk about time zones, and checks comprehension throughout.
X3 Met Overall experience conf 93%
Agent minimizes repetition, uses the app to add nodes, and handles resets without requiring the customer to repeat information.
Call Transcript58 turns · 67 lines
Speaker 1
oh uh good afternoon i'm my name is ian and uh um having some trouble with the nodes on my uh mesh system i wonder if you could help please uh yes let me go and check that it's just the other side of the house from where we are now just give me yeah
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys. This is Ice. How can I help you? I'm sorry to hear about your nodes. Ian, uh, can you have the serial number of your Linksys router?
00:00
Speaker 1
Right, I've got the the serial number that you need. [silence] hellom Serial number. Okay it is uh 55 V 5 Mike 2 Charlie Charlie 03 434 hellom yes. Hello, yes.
01:00
Speaker 2
Yes, the serial number of your Linksys. [silence] Hello. [silence] Hello Ian. Can't hear you clearly, can you say again the serial number?
01:00
Speaker 1
It's 55 V for Victor, 10 M for Mike, 2 Charlie Charlie, 0 3 4 3 4. That's right, yes. I've got, one router, that's the, that's the main one. And we also have, uh, another three nodes in the house. Yes.
02:00
Speaker 2
All right. So 55V for Victor, 10MF for Mike, two for Charlie, three for four, three for that correct. And how many links this total product you have, Ian. Is it only one router or there are other mm-hmm. So you have one main router or the parent node and three child node.
02:00
Speaker 1
Pretty much... Sorry, go on. Hang on a second. I think one or two with a might be branded something differently, but they're the same ones. MX... 55 was it? Okay. Let me check. The SPN MX 55. If that's the same. That's the first one.
03:00
Speaker 2
So a total of four Linksys products. Are they all the same model, SPN...? Are they all the same model, SPN MX 55?
03:00
Speaker 1
Sure, I'll do it. The second router node I got is SPN MX55. So if we call that number two node. Let me just go back in the other room and check what the full name is on that original one. [silence]
04:00
Speaker 2
Yes, so your main router or parent node is SBN-MX55. And another one is MX55. [silence] Okay.
04:00
Speaker 1
yeah same number SP NM X 55 I'll call that number one. okay. uh I i know I bought um some uh just there will you me let me have check the ones upstairs two up here um but they they were had a slight different branding on them and when I spoke with your colleagues some time ago they they were yeah that there there it's the same one um anyway uh the second third one is the same They are all the same model number [silence]
05:00
Speaker 2
I think all your routers are all MX 55 series. Okay. All right.
05:00
Speaker 1
right okay okay just bear with me it will take some time to get them all to yes your the third one uh is a red a red light that uh flashes on and off uh yet uh channel just
06:00
Speaker 2
I want to know Ian if all of them are showing a solid red light. is it just one of them? Just check the the color of the light on top of the of those nodes. Let's see. it's flashing red, that should be a child node or the main.
06:00
Speaker 1
Okay. Uh yeah, so that's the the third one of my nodes, uh the second second child node as it were. Okay. So that's flashing. Let me just go downstairs and check the other ones. This will get me thin. the uh the one downstairs. The second node is also flashing red. And I'll just check the the main one downstairs. The main one downstairs is a steady blue. The very last one in my study. Let me get to that and tell you what color it is. and the one in, uh, one upstairs is flashing read as well. Yes. Correct. They are. Yes, right. Bring them near it. Uh, right. I think that'll be interesting. Okay.
07:00
Speaker 2
All right. So, let me just confirm, Ian, your main router or the parent node is showing a solid blue light, correct? And the other three nodes, your wireless node or child nodes are all showing blinking red light? Okay. So I think we got the picture. Clearly, your three child nodes are disconnected. So, we will have to bring those three child nodes near your parent node, the main router. Yeah. Uh, yeah. You need to bring them and power.
08:00
Speaker 1
I see. Wow. Yeah. Right. OK. That sounds uh. OK. That sounds good. Um that will take me a few minutes to get uh. a um. get the equipment together. OK. Thanks. OK. Will do. [silence]
09:00
Speaker 2
You need to power them on next to the main router or parent node and see if they will turn back to a solid blue light. If they don't turn back to a solid blue light, then we will do a reset on them and then add them again. Okay? That's fine. That's fine. I'll wait. It's alright. I'll wait. Just tell me when you're already finished gathering them, okay? Have you gathered them all now, Ian? How are you doing there, Ian? [silence] Yeah. Yeah. Sure. Yeah. It's fine. Mm-hmm.
09:00
Speaker 1
Hello. Hello. Hi. I have plugged all three of them in uh to the they're about a meter from the um router downstairs. Right. I've got um two of them uh blue uh and it's a blinking blue and the one of them is is still blinking
15:00
Speaker 2
[silence] right? Uh, hello Ian, are you done um gathering them? Uh-huh. Uh-huh. And what's the light status? Are they still blinking red?
15:00
Speaker 1
[KEEP_UNCERTAIN] red. That's possibly the last one I plugged in. But I, oh, I'm going to take. Okay, that's fine. Okay. Yes. Yes. Right. Okay. that sounds good. So, um, I'll be very patient and uh, and and wait for them to, uh, behave themselves. Right.
16:00
Speaker 2
Okay. Okay. So, I think we just, yeah, I think we just have to wait, uh, because a blinking blue light means they're still starting up or booting up, since we just unplug them and plug them back. Okay. So, let's just wait for the light to stabilize. Uh, once we got a solid light from them, uh, it would be good if they turn solid blue, uh, since, uh, when a child not is disconnected to its parent not, it should turn back to solid blue if it is placed near your parent not. But if it doesn't turn solid blue, uh, and just keeps on blinking, then we will have to do a reset on them. Okay? [silence] Yeah. Yeah. Let's wait for them. [silence].
16:00
Speaker 1
Yes. Yes, pronounced Egypt. Yeah. It's all, H A double double.
17:00
Speaker 2
while waiting for them, uh let me just get some of your contact details. your first name is Ian, I A N. and your last name is [silence] is it [silence] so it's H O L L, right? uh I see. all right, thank you for the clarification.
17:00
Speaker 1
do you need any more information from me okay uh uh... jet at yes jet heavies at aol.com that's great that's correct correct yes right the uh...
18:00
Speaker 2
Yes, Ian, I'm going to need your email address. Or is it the we have a record here, which has the email jessic@ at gmail.com. Is that yours? Yes. So I'm going to put it there here. Is it all right? Okay. All right. So we have four of your notes, one parent's note, three child notes, and your internet provider is KikClear. Correct. All right. All right. Okay. That's good. What's the status now of your three child notes? The light color.
18:00
Speaker 1
three of them are a blinking pulsing red. okay. I see it. yeah. okay. I see. okay. It's uh
19:00
Speaker 2
Alright. So, we're going to we're going to do a reset on them. Uh to do a reset on your child modes, you're going to press and hold its reset button. Uh which is located at the bottom of your node. Press and hold the reset button. Uh-huh. And then, just wait for the light to turn off. Once the light is off, you can let go of the reset button. Usually, when you press and hold the reset button, its light will first flash bright red and then it will pulse dimly three times, and then it will flash bright red again until its light will turn off. And that's the time you let go.
19:00
Speaker 1
OK, I'm, I'm watching it. Yeah, will do. It's, I'm guessing it does does it normally take out just a few seconds or or a little longer. Oh right, it's come up with a a and oh yeah, no, yeah. I can only do one at a time. Um it's flashing flashing red again now. OK Yeah, sure. Right. OK. When I'm doing that, I've got the um,
20:00
Speaker 2
So you do a reset on the three child nodes. And then, yes. For the nodes that turned off, yeah. Yes. If it's still flashing, if it's still flashing red, then you need to hold on the reset button. You just have to wait for it's light to turned off. Or it goes black, no light at all. Then that's the time you let go of the reset button.
20:00
Speaker 1
Two of them I've got the button pressed in, the reset button. And I'm holding them. All right, the second one has gone off Uh so that's um what you said it would do Uh let me try this first one again. You know that has got off. And now try the third one. Okay, uh, the, they have all, uh, they've all, um, been reset and they, there's a blue light on there now. And the blue light is starting to flash. Or pulse. Uh, wow. Okay. Right. Okay.
21:00
Speaker 2
Okay. That's normal. As I said, once your nodes turn off and they're turned back on, the normal process is that their lights will start to blink blue first. It means they're still booting up, restarting up, so we'll just wait. We need a solid purple from all your trees.
22:00
Speaker 1
Right. Well, okay. Right. Well, we've got one of them is a solid purple and I'm just waiting on the other two. We're on the right track. Two of them are solid purple. Yes. Yes, I do. Yes. Okay. Uh, right, just a minute, please. [silence]
23:00
Speaker 2
child node uh solid purple means they are properly reset and they're ready to be set up as a child node to your parent node so let's just wait okay that's good yes while waiting for that Ian um may I know if you have the linksys app on your phone do you have the linksys app okay that's good uh you can open your linksys app while waiting for your two nodes to turn solid purple open your linksys app [silence]
23:00
Speaker 1
they're all purple now by the way. Not yet. Uhm just a moment Uhm let me check that again. I already had the app open Uhm And it's it it's it's just scrolling through again. Right we've got Uhm right what do I say? It's uh GigaClear Yep.
24:00
Speaker 2
Okay, that's good. So on your Linksys app, if you log into your Linksys app, you will see your Wi-Fi network name and how many nodes are connected and online. Do you see that on your app? And what do you see on the screen?
24:00
Speaker 1
.FCFCF is online. And now I've got it showing one node. Okay. Yeah, I've tapped that. Oh, I see it. Yeah, set up a new product, right? Add another node. Okay. And it's asking me to turn on Bluetooth. [silence]
25:00
Speaker 2
How many notes All right, so it means that one not is your parent node. Now, I want you to tap the menu icon, the three horizontal lines on top of their link is up. Do you see that? Okay. And then select up a new product. Scroll below there is set up a new product. Okay, once okay, and then click on add another node. Yes, turn on your Bluetooth on your phone turn on your Bluetooth.
25:00
Speaker 1
I see. Okay. Uh, it's asking if the node light is solid and all three of them still are solid. Wow. Okay. Yeah. So it's looking for my child nodes. Okay. Okay.
26:00
Speaker 2
it could also detect your on nodes once it start to add your tree channels. OK, click next. Yeah, solid. it means they're all ready to be set up. So click on node light is solid. OK. Alright, so we'll just have to wait for your parent node to communicate with your tree child node. Mhm. And you will notice your parent node lights and your child node lights should start blinking. [silence]
26:00
Speaker 1
I see. Okay, there there. Uh-huh. Right. I see. Okay, uh, that that that that that's fine. That's great. Thank you for your help. Um, uh, I uh do appreciate it.
27:00
Speaker 2
Once your child node is detected by your parent node, the lights will start blinking, and then it will turn solid blue, so once they, your child nodes turn solid blue, it means they're already added to your parent node. So we'll just have to wait because usually adding a child node will take about 4 to 6 minutes, hmm. Uh huh. Yeah, yeah. It's my pleasure to assist you Ian and we also thank you for patronizing our links is uh [silence]
27:00
Speaker 1
Oh my pleasure. Uh what time is it here? It's um uh about 15 minutes to 6:00. So uh 5:00 uh uh p.m. So uh in the evening. Yeah. yeah so it's almost what about um not quite not quite 15 minutes to 6:00 in the evening. How about you? One in the morning and you're still working. Wow. Wow. Oh gosh. Thank you so much.
28:00
Speaker 2
routers. What time is it uh there by the way? Uh a.m. or midnight. In the morning? Not. Not. P.M. Oh. I see. So it's it's evening there and here it's uh going 1:00 in the morning. Yeah. Yeah. We have to work. Yeah. Welcome.
28:00
Speaker 1
Oh, I, I know you mean that. Yeah. Right. Wow. Uh that The they let me see, one of them is blinking, um, slowly blinking. Uh, any my phone tells me it's still adding the child nodes. Yeah. Right, right, right. Oh, that's great. Yeah. Yeah.
29:00
Speaker 2
do we also have to thank you? Because if we don't have customers like you, we don't have our jobs to support us. right? So it's give and take. How's your child does now doing? Are they all blinking? As I mentioned, uh it will take a while, uh because you have three child nodes that needs to be added. But it's already good that one of the child node is blinking. Uh it means it's communicating with your main or parent node. So in a while it will turn solid blue. Uh By the way... Yes? No, you go on.
29:00
Speaker 1
And it was that. So it was it was Google Chrome that just we could not get to the bottom of it. So we changed to I can't be good to call it now the Blue one Wave or something. But your company we're brilliant. They talk me through everything and uh we finally got to the bottom of it. Okay. Now one of them has um has now got a steady blue light on on the top. And that's good. We're getting through. Yeah. Right. Oh, brilliant. Good. Right, that's great. Right. Oh, okay.
31:00
Speaker 2
Because the adding of nodes is done one by one. So, once the other child node is added, then it will proceed to the next node or child node. So it's good that you have the linkses up because you can just add your nodes by a tap on the phone. Actually there is also another way. The other way to add your node is by manually pressing a button on the parent node. It's called the five press method. But since you already have the app on your phone, so it's better to use the app so that you will also know how to navigate and use your link the app in case your child node Yeah. Yup. Uh, up to... 9:00 AM. Yeah. Uh-huh. Yeah. Yeah, that's why... Yeah. We're always in the graveyard shift because of the different uh, location. Most of our customers are from UK, uh, from Europe so, and we're located here in Asia and the time zone uh, is different so that's why, uh, at your location, it's nighttime, in ours, it's morning. Yar where are you in UK? I England, Scotland or Wales? I see. Oh. Oh, that's good. Oh, that's good. Aton just [silence] Yeah, because. Have you seen him, Charles? Uh, usually there's a Trooping of Colour, uh, every June. Uh. Oh, I see him.
32:00
Speaker 1
Yeah, yeah. It doesn't, yeah, yeah. So I reckon I must be about you to see him again. Yeah. Never know. Ah, now. I see, uh, all all three of the nodes have got a solidly light on them. Okay. It it says um, your network is the main one, and then the three child nodes. And then it says, um, next. [silence]
39:00
Speaker 2
I only see him. Prince Charles and now he's already your monarch? There? How time changes and flies? That's it. Okay, that's good. It means there are three child nodes are already added to your parent node. I think the app will now say a message that your node has been successfully added.
39:00
Speaker 1
So it says go ahead and move your charge nodes. So brilliant. OK. OK. That will take me a couple of minutes. OK, I'm going to do that. Oh, brilliant. Wow. Yes. OK.
40:00
Speaker 2
Yes, just tap next. Yes. So it's telling you to relocate your child nodes because your three child nodes are already added, so you can relocate them back to the original position where you placed them. So you can unplug now your three child nodes and then plug them back plug them back into where you placed them before. your child nodes now. Yeah, but that's fine. Your child nodes now are all connected and online. They're already added. Yes, you can see that on your app. If you go back to your app, a very front page or the page where you can see the network status, your nodes. If you go back to that page, the home page of your app, you will see that you have four nodes. Go back to the network status. You will see that you have three child nodes online.
40:00
Speaker 1
so we go it's uh, just getting to that page again It's thinking about it oh yeah there we are four nodes that's uh it says four nodes there so brilliant
41:00
Speaker 2
You go back to your dashboard for nodes. Okay. Okay. So your child nodes are already added Eeyan. So you can reallocate them back to your original position where you placed them. And once you plug them back in, just wait patiently for the light to turn back to solid blue. But you don't have to worry, they're already added to your mesh system as it is shown on your app. So you just have to wait for their light to turn solid blue. [silence]
41:00
Speaker 1
OK, uh, that's good. Wow. Wow. That's really good. So, that should help to, um, uh, spread the... That should help spread the, uh, signal run the hotspots now. OK, uh, that's great.
42:00
Speaker 2
to turn back to solid blue. okay? but uh they're already added they're no longer disconnected they're already added to your mesh. so everything's good now and you have we have added your three nodes. so they're no longer disconnected as it's showing on the app. right? Yes once you uh place them back your three child nodes to where you uh originally uh place them then the your internet will uh be distributed in that area and you can uh already access it. yeah. so uh we're done now Ian. um you've been great uh following my instruction and
42:00
Speaker 1
Okay. Right. Thank you. I really appreciate it. I didn't catch your name first time around. Nice. It's been lovely to speak with you. And yeah, wonderful. You have a good evening. Don't take no for an answer. Don't tell your bosses. All right. Thank you. Bye. Thank you. Bye.
43:00
Speaker 2
I think you can do the troubleshooting steps next time your child note gets disconnected. It's very easy for you to understand the instruction. So you did great. And thank you for calling links just once again. My name is AYE. SEH. HAEMS. Yes. Yeah. You too. It's also my pleasure to just. Yeah. Thank you also. Ian. Thank you. Have a great day. Bye.
43:00