V2 Rubric Detail — e51bab6c-6034-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:46
Duration
13m 10s
Contact
Stephen Pruneri
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00132135
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - Dropping internet connection - #TE00115573

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.1% (-20.9)

V2 Grader Summary

The agent accurately described log retrieval procedures but failed to perform meaningful troubleshooting, escalate a recurring hardware-like issue, or maintain ownership. Despite correct technical information, the interaction lacked resolution progress and placed undue burden on the customer, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports MX6200 child node blinking red and not reconnecting; agent requested node IP and will email log-capture instructions for further analysis.

Troubleshooting Steps
  • Confirmed node location and distance from parent
  • Asked whether any device is wired to the child node
  • Explained need for child node IP address and URL to capture logs
Key Observations
  • Agent did not attempt basic troubleshooting (reset, power-cycle, pair button) before requesting logs.
  • No warranty, serial number, or eligibility information was collected.
  • Customer was in a hurry; agent offered email instructions and a possible callback.
Positive Highlights
  • Identified the correct product family (MX6200 Velop) and asked relevant placement questions.
  • Offered to send written instructions and arrange a follow-up, showing willingness to continue support.
Agent Errors / Gaps
  • Failed to perform standard mesh node troubleshooting (reset, power-cycle, pairing) before escalating.
  • Did not collect serial number or verify warranty status.
  • Provided a vague explanation about re-entering Wi-Fi passwords that was not directly relevant.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the node connectivity issue; call ended with customer tasked to send logs without confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about distance and walls but skipped key troubleshooting like power-cycle, reset, or 5-press despite documented procedures for MX6200.
R3 Not Met Correct resolution path conf 90%
Agent failed to offer best-effort path (e.g., factory reset, re-pairing) or escalate for suspected hardware fault after repeated failures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (child node not connecting) and environmental factors, but did not determine root cause or test hypotheses.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access admin UI, perform remote diagnostics, or use tools to verify node status; relied solely on customer report.
T3 Met No misinformation conf 95%
Agent correctly explained that child-node logs require direct access via IP address and are not included in parent logs.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and acknowledged urgency, but failed to set agenda or drive toward resolution before ending call.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, confirmed understanding, and adapted to customer’s time constraints and frustration level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility to customer to retrieve and send logs instead of taking ownership or initiating escalation.
O2 Not Met Proactive follow-through conf 90%
No clear timeline or defined next steps; only a vague promise to email instructions and request for callback number.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable in transcript; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue involved recurring node failure after resets and relocations—meets trigger for escalation (repeat unresolved), but agent did not escalate.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed; therefore, no details were provided to team nor customer informed of escalation process.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged frustration (“That’s frustrating”) but lacked consistent empathy or reassurance throughout interaction.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, maintained calm tone, and repeated information to ensure comprehension despite time pressure.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by requiring them to manually retrieve logs via IP instead of offering remote assistance or handling internally.
Call Transcript24 turns · 25 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? [silence] Hello sir, this is Mark from the Linksys level 2 tech team. Is this the best time to call you back? Alright sir. Well, was informed that you called back and reported to experience the same issue. About the nodes. Now records show you have two MX6200 nodes. And at the moment, what's the behavior of the light on top of the nodes? [silence]
00:00
Speaker 2
yes uh actually, I'm gonna have to jump in the car in a minute but I can talk. Yep Yeah, I sure do. That's correct. Uh, well, after uh several re attempts to reset them, I finally got them both to The work, but the problem is the child node, which was the parent node that was having all the problems. You guys had me move it to a child node. It lost connectivity. It was, I was experiencing problems with devices dropping off temporarily off of that device. So I went to simply just power reboot it, or restart it through the interface, and then reboot it. And it would not connect. It would not connect after multiple failed attempts. Then I had to end up moving it literally right next to the main node. So it was literally right on top of it. And after multiple attempts, it finally reconnected. But again, I don't know if it's weakening, the router is weakening or what, but it, like I said, is continuing to show signs of not wanting to connect to the parent or to,
00:00
Speaker 1
Okay. I think what it translates to is that this child node had or was disconnected. And then you're explaining that the child node was disconnected or it disconnected from the network, and then you tried to add it back. Uh you even plug it close to the parent node, and it took some time for it to reconnect. And you said that [silence]
02:00
Speaker 2
[silence] that's correct. uh [silence] and it I don't want [silence] it took some time. It it took multiple reattempts. So I I unplugged it, I left it unplugged, plugged it back in multiple times.
02:00
Speaker 1
Okay. But right now, where is that node? Did you plug it back to its location? 15 feet from the parent node? From the parent. Okay, I
03:00
Speaker 2
restarted the the network from the main interface from the main node and it still would not connect. it kept on just blinking red. you guys have all the logs. you guys set it up multiple times to receive logs. so you should have the logs to see what i was seeing, but it would not connect. i have successfully moved it back to the where it was, which is on the other end of the the house, um, about 15 feet away from the parent. 15 feet from the parent.
03:00
Speaker 1
Okay. How many walls or floors are separating? Okay. So, to sum it up, sir, this child node has, or has been, like, disconnected. This was previously the parent node, and... So devices around it experience drops or disconnects from Wi-Fi, so that issues, that issue is not happening around, I mean, with devices around the parent node. Okay. Or have you noticed, if like, the parent node would have,
04:00
Speaker 2
Two walls, Two walls. That's right. Yes, Yes, Yes. I have not noticed that around the parent node. [silence]
04:00
Speaker 1
If you say, Devices around the channel completely disconnects from the Wi-Fi, then you need to connect by tapping on it again and then entering the password, right?
05:00
Speaker 2
No, the parent node was stable, the parent node was stable. It was all white. It did not, it was still showing white, but I was not able to connect, and multiple devices that were not connecting to it. [silence] Uh, no, they already have the password was already built into the phone or the TV, so I
05:00
Speaker 1
Uh-huh. I wasn't connecting. Uh you're not into that situation where you need to select that again and then it'll try to connect. Then it gives you an error that it can't connect. Have you okay.
06:00
Speaker 2
you wouldn't have to tap on it again per se, it wasn't connecting. No, if, so, so again, on a TV, you don't do that. Like it it automatically has the network programmed in it, right? So it's always going to want to connect to that, that that node, right? It was losing connectivity. I don't know what to tell you, it was losing connection. It would try to reconnect, sometimes it would reconnect, sometimes it wouldn't, right? So I finally got tired of that and I rebooted the device and that's when I noticed that it would not pair with the parent either. As far as like [silence].
06:00
Speaker 1
well, I'm I'm trying to confirm if that is what's happening or not huh. I'll go ahead and
07:00
Speaker 2
on my phone, I can tap the Wi Fi indicator and turn it off and turn it back on but I mean, that's not how you want to sustain your network. Like I don't think I should have to click on and off my Wi-Fi button on my phone multiple times throughout the day or night when I'm sitting there browsing to get connectivity. That's that's that's not how a network's called. I'm losing Wi-Fi connectivity to this node with multiple devices, phones, TVs, tablets. That's what's going on. If I unplug the device, it should reconnect to the parent without a problem. It's 15 ft away. Two walls. It is not connecting. This was the home.
07:00
Speaker 1
Okay. Is there any device that's wired to it? That child no. Okay.
08:00
Speaker 2
parent node originally. And this is the same node that experienced problems going down multiple times. That's why you guys had me move it. To the child. This all should be documented there. Clearly, there's an issue with this node. Because it's now demonstrating problems as a child. I don't know what else. What other picture I can paint for you, but there's obviously a problem there. No, I do not have a wired device connected to any of these devices. My entire house is wireless. [silence]
08:00
Speaker 1
Okay. Now here's what we want to capture. We want to capture the logs directly from that child node, since the parent node is stable. We have the logs of the parent node here, but not the child node. When you send logs through the app,
09:00
Speaker 2
you guys set the logs up, my friend? We've had this conversation a couple times now. And it's, you were the, the guy that I talked to last time. We've tried to enable logs multiple times. You told me they were done and that you would get the logs automatically. So I don't know what else you need me to do, but I am jumping in the car right now. But this is frustrating if you're telling me you don't have the logs from that remote device, or from the child device, because we've set this up, you and I, the last time we spoke. Why not? Why wouldn't you have set, why didn't you set up the logs for the child?
09:00
Speaker 1
because at that moment we're thinking of the parent node to be the issue. so this, yeah, When you send logs, sir, when you send logs, it doesn't include the child node logs. So this time you want to capture, specifically, is when you capture the logs specifically for child node, you need to enter the IP address of the child node, get into it, and then copy the logs, send it. That's what I'm saying.
10:00
Speaker 2
No, that's not true. You knew, no, you knew for a fact it was the, you knew it was the parent that was the problem and that's why you had me move it to a child. So why wouldn't you have enabled the logs on that device? That that doesn't make any sense. You knew that that was the main issue. Okay, how would I know that? How would I know that? How would I know that? [silence] I couldn't get into the node. That's what I'm trying to tell you. I couldn't connect to it. That's why I had to restart it. [silence]
10:00
Speaker 1
now that it's online again that's the time we can get the logs shall still be there well we wanna know first the IP address of the child node do you have access to the app okay okay if you know the IP address then uh there's a specific URL to do that uh should I just send the instructions um
11:00
Speaker 2
So are the logs still on the router? Okay, so send me the instructions on how to get the logs off and I'll send them to you. I'm getting ready to jump in the car. I just told you I have an appointment I'm going to right now. Yes I can get to the child node. Yes, I can get the IP address.
11:00
Speaker 1
Through email? Okay, got it. Should I call you again? Uh, Uh, All right. I'll, send it through email as well. All right.
12:00
Speaker 2
Yeah. Yeah. Send me, send me your email with the instructions and I'll send you the login. And then, if you could send me a callback number to call you back because I lost the number from last time. You gave me a direct line last time. But I gotta jump, I gotta jump in my car right now, so I'm gonna have to let you go. So yeah, if you can send me that email, that'd be great. All right, great. Thank you. All right. Bye. [silence]
12:00