V2 Rubric Detail — e2e5e3e4-73c6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:29
Duration
13m 41s
Contact
Alexerder Sulke
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00099551
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the wifi

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+19.7)

V2 Grader Summary

The customer confirmed the issue was resolved after following the agent's instructions to use the 5-press reset method, proper node placement, and power-cycling sequence. Technical accuracy was high per KB alignment, though diagnostic questioning was limited. Communication showed gaps in framing and empathy, but ownership and call control were maintained throughout.

V1 Case Analysis

Customer unable to add new MX4200 child node; guided through 5-press reset on parent and power-cycle sequence to pair node; advised to retry and close app.

Troubleshooting Steps
  • Confirmed model (MX4200) and instructed to place child node near parent.
  • Performed 5-press reset on parent router to initiate pairing (KB-supported for MX4200).
  • Advised power-cycling all nodes, turning on parent first, then child, and closing the app.
Key Observations
  • Agent used the correct 5-press method for MX4200, which is supported by KB (universal_5press_models.md).
  • Call contained multiple silences and repeated instructions, reducing efficiency.
  • No explicit verification that the child node successfully paired before ending the call.
Positive Highlights
  • Correctly applied the 5-press reset procedure for MX4200 (KB-validated).
  • Provided clear, step-by-step power-cycle guidance for mesh node pairing.
  • Supplied a ticket number for future reference.
Agent Errors / Gaps
  • Did not verify successful pairing of the child node before concluding the call.
  • Did not collect warranty status or confirm model family beyond the model number.
  • Repeated instructions without confirming outcome, leading to inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer states: 'I think it's it's working now.' and confirms successful deployment before disconnecting.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through physical reset (5-press), node placement, power-cycling sequence, and verification of LED states — all appropriate for mesh setup.
R3 Met Correct resolution path conf 97%
Agent correctly applied the 5-press method for MX4200, a supported model per KB, and did not prematurely escalate or dismiss the issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (blinking blue/magenta light) and location issue, but did not ask about internet connectivity, firmware version, or prior configuration attempts.
T2 Met Appropriate tools / resources used conf 96%
No tools (e.g., remote session, app, logs) were necessary — issue was basic mesh node pairing resolvable via verbal instructions consistent with KB.
T3 Met No misinformation conf 98%
Instructions to use 5-press on parent, place within 3 feet, and power-cycle in order align exactly with universal_5press_models.md and universal_mesh_full_rebuild.md.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent gave instructions but failed to frame the call at start; multiple long silences suggest loss of control or poor pacing.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated steps when needed, and adapted to customer’s confusion about app vs. physical setup.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed full troubleshooting, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 94%
Agent set clear next steps: reset parent, wait for magenta, power-cycle nodes in order, and report back — all completed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent used polite phrases ('thank you', 'I'm sorry') but showed minimal genuine empathy; no acknowledgment of customer’s frustration with past failures.
X2 Met Tone & rapport conf 92%
Agent maintained calm tone, adjusted pacing, and kept customer engaged despite technical confusion and app interference.
X3 Partially Met Overall experience conf 87%
Customer had to retry the 5-press due to unclear timing instruction ('not too fast, not too slow') and re-explain light states, indicating avoidable friction.
Call Transcript28 turns · 28 lines
Speaker 1
Welcome to Linksys support. Hello, I'm trying to install a new router to my Wi-Fi and it's not working. Yeah, I want to extend it and I want to do it, I want to do it wirelessly. Okay, I will disconnect the because it's not working at all. One moment. So the the what number you want?[silence]
00:00
Speaker 2
Welcome to the Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
Mx 4200 Yeah the model number is yeah it's 38u like United Nations 10m like machine 59 C 12489 Yeah Yes And I always have these problems I don't know how to do this to to add another another uh
01:00
Speaker 2
Okay. And can you give me its model number, I mean, the serial number? I'm sorry. Okay. Let me just read it back, if I got it correctly. That's 3, 8, you, for uniform, 1, 0, M for Michael, 5, 9, C for Charlie, 1, 2, 4, 8, 9. Thanks. It's okay. I can definitely walk you through on that one. [silence]
01:00
Speaker 1
A few months ago, I bought it, but I didn't unpack it. Now. I unpacked it and plugged it in, and I hoped to get it working, but no. Yes. Yes. It's in and the blue and the and the blue light is blinking, and now we have a pink light on a pink one. Yeah, it's solid. Yes.
02:00
Speaker 2
And uh, by the way, did you just, uh, got this router today? Oh, okay, it's okay. Um, can you plug it back in, sir? And by the way, I'm speaking with Mr. Alexander. Okay. Thank you so much. So, uh yeah, can you plug it up? Oh, okay. And it's solid, right? Okay, thank you so much. Okay, I'm Sir Alexander. Um, where is it located right now? Is it near the parent or it's already on your preferred location?
02:00
Speaker 1
It's, um, it's, it, it's not on the first route, it's near the second route, which is the living room. So, it's 1(1) meter away from the Yeah. Do we have to or you just want to? Okay, then we go there. Okay, then we go there. Oh, that's why it's not working, huh? Not working, huh? Yeah. hell But is this still a modern network? Because it is not really fast. Yeah. And, And I had a lot of problems in the last time. I throwed one route away because I couldn't get it running anymore. Now I bought a new one. And now let's see. I mean, this is, is this a strong model or not so strong?
03:00
Speaker 2
Oh. Can we bring it near to the parent node, or to the main router? We really have to, uh, so that we can set it up
03:00
Speaker 1
Hello [silence] Yeah, I just [silence] Yeah. Did that -- can you hear me good or do we have problems with the connection? [silence] Okay, now we go to the main router, yeah? To the -- to the parent. Okay? [silence] So [silence] Okay. So now it's plugged in. The parent one is -- it has a blue light on. [silence] And -- and the one in the kitchen I have, I have to unplug it. Oh, everything.
04:00
Speaker 2
ah yes, yes, uh Alexander Campbell, I'm sorry uh-huh, I can actually hear you clearly, sir mm-hmm mm-hmm, yeah, plug it near to the parent node or to the main router and then at least three feet away and then let me know once it's already gone back to solid pink or magenta or purple color, okay uh huh okay.
04:00
Speaker 1
[silence] three weeks because it stops working. Then I have to unplug it then re-plug it then it works again. It's always the same. [silence] Yeah, but this child thing is still working. I have only through some way one, which really didn't work anymore. So, now I plugged it in and the light is blinking blue. Okay. Oh, God. And the WLAN shows I'm in my home WLAN, but it also shows the new machine. Okay, the new one is now pink, or magenta, magenta.
05:00
Speaker 2
And you experienced this issue only to the old child node, right? Ah, okay.
05:00
Speaker 1
now it's my yeah it's my genta yeah Why? Okay, so I've reached my Status Button of the parent root there. Okay. Okay. yeah okay
06:00
Speaker 2
Okay, notice it's on magenta color. Uh, let's go to the parent node. Can you pick it up for me? K God, I want you to press its reset button for five times, so don't press it for too long. So just do it for five times. We are adding. I'm sorry. Yes, press the reset button for five times. So not too fast and not too slow. Do it like press release, press release. So yeah, you can do it right now. So once you're done on pressing the reset button, you will notice that the parent node will also be turned to magenta.
06:00
Speaker 1
no, I think I did it wrong because I didn't press enough. Can I retry it or was it too too? I think I have to retry it. it stays blue. blue. it stays blue. Yeah, now it it was blinking red short, but it stopped blinking. now it's again now it's blue blinking. and the other one is red. but I thought I can connect it with the app. so the
07:00
Speaker 2
So that means that it will now start looking for an available child node to add to its network. Uh check it first before you do it. Okay, it says blue. So yeah. Yeah, you can now go ahead and press the reset button again for 5 times. Uh-huh. Okay. Yeah, just leave it like that for the meantime. Sure. And, uh go back to the child node.
07:00
Speaker 1
It doesn't work with the app. No, I thought I can connect a new router with the app. Yeah yeah, but this didn't work. Yeah. Okay, so now the the new one is close. It's red blinking. And the other one the parent is has a blue light.
08:00
Speaker 2
on the app okay so you were trying to do it earlier using the app okay might be because earlier it's actually quite too far from the parent because in setting up a new router sir it is actually required that the new router should be at least three feet away from the parent and you mentioned earlier it was one meter away so it's really quite too far okay okay it's okay so just give the new child node a
08:00
Speaker 1
Okay. Okay. Okay, I will wait and I will come back to you when there's a change. So now both are blue. [silence]
09:00
Speaker 2
the child node can recognize the signal from the parent, okay? Let me know if there's any changes from the new child node. Okay, I'll just give it a minute before we deploy it.
09:00
Speaker 1
Now this stupid app still wants to finish the setup, so I will close this app and leave it. Yeah, now, now we we have two with the new one, one in the kitchen. And now one will go to the living room.
10:00
Speaker 2
[silence] [silence] just close the app or force close the app and then just give it a minute for the new child node before we can deploy it. And just to make sure Alexander, how many child nodes do you have? [silence] Okay. So what I want you to do next, before we deploy the new child node, I want you to turn off everything and then after that, turn on the parent node first.
10:00
Speaker 1
The nearest child to to So this is just for security, what you want, or can I do it later? Uh, yeah.
11:00
Speaker 2
just once the parent is on and we have a solid, uh, solid blue LED light, you can then turn on next the nearest child node. Then after that, uh, you, no, it's okay. Yeah. Mm-hmm. Yeah, because what uh, the thing uh, what do you mean the deployment? Uh yeah, because uh what the reason why we are actually doing this one is because so that the other child node that we're going to be working wirelessly can connect directly to the nearest child, to child node. So this child node that is on the living room, is this the second child node?
11:00
Speaker 1
No, the one in the kitchen stays there. And now I have seen the router that everything is working. The router is the one which is the first one, then comes the kitchen with the cable, and then comes the new one. And now I will unplug the new one and carry it to the living room and we'll see if it works. And if there's some problems, I will again unplug all of them, yeah? Okay, but now I think it's working and I can remember. I'm sorry. You told me this already last time that I have to go to the main router, but it is nowhere written, so that I forgot this. Sorry. Okay. Good. Thank you. Bye bye. Bye bye. I think it's it's working now. [silence]
12:00
Speaker 2
Plugged it in supposedly or the one that is on the kitchen? Uh huh. Oh yeah sure. You can now go ahead and do it. Yes, once you encounter your problem, turn off everything and turn it on one by one, okay? Okay. Yeah, uh, yeah. Thank you. Yeah bye bye Faith.
12:00
Speaker 1
And if not I will call again, yeah? Uh huh. Wait, wait, wait, wait wait wait I have to. Okay. nine nine That's all right? okay. Okay, thank you very much bye bye.
13:00
Speaker 2
okay, that's good. Yeah, you can absolutely call us back anytime and whenever you need to call us back, Alexander, just provide this ticket number. That is 9, 9, 5, 5, 1. Okay. 5, 5, 1. Yes, there's the ticket number that you can just provide it, and then the next representative can pull up your record immediately. Okay, you too. Have a good one.
13:00