V2 Rubric Detail — e57bd260-79ea-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 10:02
Duration
32m 37s
Contact
Jonathan Hardwood
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00136138
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall80.5% (+24.5)

V2 Grader Summary

The agent correctly applied the 5-press method and web UI fallback for the MX5500, but provided a technical inaccuracy by claiming WPS cannot be used for child nodes (contradicted by led_intelligent_mesh_consumer.md). The resolution was unstable, with the node cycling colors and triggering app errors, resulting in a Partial Resolution.

V1 Case Analysis

Customer reported SPNMX55 child node stuck solid purple after factory reset. Agent incorrectly advised 5-press method (unsupported), then guided web UI add-node process. Node LED cycled red/blue; no stable connection confirmed. Ticket 136138 issued. ISP (GigaClear) coordination required for firmware/resolution.

Troubleshooting Steps
  • Incorrectly advised 5-press pairing method on parent node (unsupported for SPNMX55).
  • Guided power-cycle of both nodes.
  • Instructed factory reset of child node (held reset button until solid blue).
  • Walked through login to http://myrouter.local using default password and recovery key.
  • Navigated to "Add Wireless Child Node" in web UI.
  • Observed unstable LED states (flashing purple → red → blue) without resolution.
Key Observations
  • Agent recommended 5-press method, which is not supported on SPNMX55 (only Intelligent Mesh models like WHW03, MX5500, MR series).
  • Agent misinterpreted flashing red LED as positive ('great news'), but KB confirms red = error/disconnection (led_cog_mesh_group_d_spnm60_62.md).
  • Agent failed to recognize SPNMX55 is ISP-provisioned (GigaClear) and requires ISP coordination for support.
  • Final LED state remained unstable (cycling red/blue); no confirmation of successful connection.
  • Long silences and lack of structured troubleshooting reduced efficiency.
Positive Highlights
  • Collected customer name (Josh) and attempted to obtain contact details.
  • Provided ticket number (136138) for future reference.
  • Guided customer through web UI login process step-by-step, including password and recovery key entry.
  • Correctly identified need to access http://myrouter.local for ISP-provisioned SPNMX55 devices.
Agent Errors / Gaps
  • Incorrectly advised 5-press pairing method for SPNMX55 (unsupported model).
  • Misinterpreted flashing red LED as 'great news' when it indicates disconnection/error (KB contradiction).
  • Failed to recognize SPNMX55 is ISP-provisioned and requires ISP-level support for firmware/replacements.
  • Did not verify successful node connection before ending call (LED remained unstable).
  • Provided contradictory LED guidance (blue → red → blue expected, but no resolution achieved).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent claimed success at 28:00 ('Successfully reconnected'), but child node later cycled red/blue (27:00, 31:00) and app showed 'one node can't connect' (27:00), indicating instability.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically tried 5-press, power cycle, reset, and web UI add-node — all valid steps for pairing failure.
R3 Met Correct resolution path conf 94%
Used correct 5-press method for MX5500 (per universal_5press_models.md) and appropriately escalated to web UI when needed.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Confirmed symptoms: child node solid purple (01:00), parent node solid blue (01:00), and verified placement (01:00).
T2 Met Appropriate tools / resources used conf 93%
Directed customer to http://myrouter.local and used dashboard to attempt node addition — correct tool for the issue.
T3 Partially Met No misinformation conf 92%
Incorrectly stated WPS cannot be used to connect child nodes (05:00); per led_intelligent_mesh_consumer.md, WPS is valid (blue blinking = WPS in progress), though less reliable.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent held call twice (07:00, 21:00) without clear timeframes; also interrupted by personal call (11:00), losing control.
C2 Met Confirmed understanding conf 94%
Used accessible language, repeated steps, checked understanding (e.g., 'Is the light still flashing purple?'), and matched customer's informal tone.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and stayed on until apparent resolution.
O2 Partially Met Proactive follow-through conf 87%
Provided ticket number (29:00), but did not set realistic timeline for node stabilization; node failed again post-call.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Repeatedly thanked customer for patience, acknowledged cooperation, and remained courteous despite interruptions.
X2 Met Tone & rapport conf 93%
Adapted to customer’s casual tone ('buddy', 'mate'), checked comprehension, and maintained engagement.
X3 Partially Met Overall experience conf 85%
Avoided repetition, but agent’s personal interruption (11:00) increased customer effort; also, web UI login failed initially due to password confusion.
Call Transcript60 turns · 61 lines
Speaker 1
Oh, hey, um, I've been using the chat assistant to, um, trying to help me get a child node set up on a Linksys router. Um, but I have failed. Um, it gave me a little kind of summary, uh, which I'll, I'll, I'll, I'll read out to you if that would be helpful. Yeah. So the device is an SNP, MX55. Um, and it says the issue is it won't pair to the parent node. It's stuck in solid purple after a factory reset. And the steps we've tried are a full power cycle, a factory reset, WPS pairing attempts, multiple
00:00
Speaker 2
Welcome to linksys support to assure quality service. Your call may be monitored, please remain on the line for assistance. Hi, thank you for calling linksys. My name is Josh. How may I assist you today? Uh-huh. Yes, please. Uh-huh. Uh-huh. Yes. Uh-huh. Uh-huh. Uh-huh. Hmm. Uh-huh. [[silence]] I am sorry. Uh-huh.
00:00
Speaker 1
Right. Yeah. Yeah, they're right next to each other. Literally, they're about an inch apart. Five times individually, yeah? Okay.
01:00
Speaker 2
You got this one sir. And thank you so much for those information. So just to verify the light on the child node is still showing solid purple, correct? Uh-huh. And what about the main node? Is it on solid blue? Uh-huh, and you also mentioned that the child node is still placed next to the main node, correct? Okay, that's great to know. So for this one, try to add the child node using the five press setup method. So on the main node, kindly press the reset button five times within five seconds. Yes, sir. So it's like press release, press release, press release.
01:00
Speaker 1
Okay. So that's now flashing a white. On the main node yeah. So it's still purple. Okay. Okay. So the main the parent one has just turned back to blue. And the child node is now flashing purple. Okay. Okay.
02:00
Speaker 2
Then, just let me know when's done, OK? Thank you.
02:00
Speaker 1
So I've been away on holiday for a week, we returned over the weekend and the child node I spotted it today, but it just had a red flashing light on it. So I've taken some steps to try and resolve it, but that's resulted in me calling you today. It's worked successfully for six to eight months, the child node. It's positioned in my office which is still on the ground floor in the house. There's not many obstructions between the main one and the child. and it's been working without any issue for my, I work from home pretty much every day and I've not had any problems. Yeah, two ticks.
03:00
Speaker 2
[silence] And by the way sir uh just to confirm, was this proud node working fine before [silence] Uh huh. [silence] All right. Uh huh. Got this one. And by the way sir, can you provide me the serial number of the main node [silence] All right. [KEEP_UNCERTAIN] Alright, thank you so much for that, sir, and I assume both of your nodes were provided by your internet service provider, correct? Sir. [silence] Alright. And in order for me to create that ticket, may I have your first and last name? All right, thank you so much for that one. And what about your email address?
03:00
Speaker 1
[silence]
05:00
Speaker 2
All right. Thank you so much for that, sir. So, I assume the light on the child node is still flashing, correct? All right. Yes, that one. Okay. So, let's wait for another 1 to 2 minutes and hopefully the light on that node will turn to solid blue, because again, that indicates that the device is already working. So, I'm going to set your expectation as well, sir, for future reference. You mentioned earlier that you tried connecting the child node using the WPS button. Uh, regarding with that one, sir, uh, we cannot connect uh, the child node uh, via WPS. So we have three methods to reconnect the child node. The first one is, uh, through the Linksys app,
05:00
Speaker 1
yeah yeah okay okay all right yeah the the the chat I presume it's it's the AI or something the chat suggested that I should try and find the pair button but there obviously isn't a pair button so I gave it a list of buttons that were on the bottom and it suggested to use the WPS so yeah I also I've got the the the app on my phone but when I'm when I went onto the app the interface seemed to suggest that there were two nodes and they were connected and everything was fine but um I couldn't really see anything in the interface to check the connection or see like how to troubleshoot the nodes or anything like that so I went to the help section
06:00
Speaker 2
the second one and the easiest method is the iPress setup and uh last one is the via web user interface. So let's see uh using the iPress will reconnect this shunt. eh-huh. Got that one, sir. eh-huh. Got that one.
06:00
Speaker 1
Yeah. It is it's Yeah. Mm-hmm . Okay. Yeah, no worries. That's fine. Thank you.
07:00
Speaker 2
So, yeah, don't worry for now. Uh, let's see if the light on the node will turn to solid blue. However, if they ship, persist, like if it's stuck on flashing, purple. Uh, we will try to reboot or restart the main node first. However, if none of the workaround work, uh, we might need to reset the child node one more time, and then access the web user interface of the parent node and then try to add it there. All right, So, is is the light on the child node still on flashing purple? Got that one. So, uh, uh supposed to be should be flashing red. So however, uh, let's wait for another minute. So, let's see. All right. And by the way, sir, while observing the light on the child node, I'm going to put the call on hold for two to three minutes. Okay, I just need to double check my resources real quick. Thank you so much, sir.
07:00
Speaker 1
Cheers. Uh, so I think he's asked me to do something else, which is different. Um, but was expecting a different result than what I'm seeing at the moment between the two. He reckons it should be red, but it's not gone red. It's still purple. So, [silence]
08:00
Speaker 2
Hello, Sir, thank you for patiently waiting. So, uh what's the light now on the child node? Still on flashing purple? Oh, that's right. Absolutely no worries. Oh, yes, sir. I'm still here. So, uh, is it okay to continue this call or, uh, alright. Uh, no worries. So, uh, yes, since the light on the child node is still on uh pulsing purple or flashing purple, can, for now, kindly like reboot to or restart the main node. So, again, by reboot you may simply.
10:00
Speaker 1
OK. I'll just switch it off at the plug. Yes. It's unplugged. Now it's plugged back in again. What you need is time. Just bear with me two ticks, buddy. I'm just going to put you on hold. I just need to have a quick conversation with my wife about that phone call that I just missed because we're expecting an engineer to arrive to fix our shower today. And I think that might have been him. So just bear with me two ticks. Thank you. Hello mate. Thank you. So that note is now. [silence]
11:00
Speaker 2
You can simply unplug and replug it right away. All right, thank you so much for that one. I see. No worries, sir. You're most welcome.
11:00
Speaker 1
uh flashing blue got um okay okay so i've got a solid blue light on the main node
12:00
Speaker 2
flashing blue, all right, that means that the main node is still booting up, so let's wait for its light to turn back to solid blue, and once it's gone back to blue, we will observe again the light on the child node for another one to two minutes, all right. [silence] All right, thank you so much for that information, sir. So, yeah, right now, let's observe the light on the child node for two to
12:00
Speaker 1
Mm hmm. Okay. Alright, cool. Okay, so the main node has just gone red now. Yeah, the main node has gone solid red.
13:00
Speaker 2
OK. PIt three minutes, and don't worry. I have a timer here. So I'm going to let you know once the time is up. I'm sorry, was that from the main node or child node? I see, uh, that's fine, sir. Rest assured that after 30 seconds or a minute. [silence]
13:00
Speaker 1
It's just on that as you said it. Yeah. it's flashing purple okay so find it and connect to it then is that what we're hoping for Mm-hmm. Okay.
14:00
Speaker 2
And the light on that node will turn back to solidly. All right, that's great to know. Uh, and what about the child node again? Is it flashing purple or flashing red? Um Flashing purple, I see. All right, don't worry, there's uh, there's still two minutes left on the time, so. Let's see. Yes, sir. So after for two minutes, if the light on the child node turn to solid blue, that means that the node is already online or working. However, if it still stuck on flashing purple, uh we are going to reset it one more time and then try to add it manually via the web user interface. So, uh by the way, do you have a computer that is currently?
14:00
Speaker 1
I just need to check my back use there with mini ticks yeah I do it's working mm-hmm yeah
15:00
Speaker 2
and connection to the main node's network. no worries. okay, great. So on your Mac computer, kindly open a browser like Safari or Chrome. And in the address bar, like the upper search bar, type in HTTP double forward slash. [silence]
15:00
Speaker 1
Yep. Sorry, just say that again. Yep. Yep. Yep. Yep. So, go to, just just give me two seconds. So, it's http://my router.local. So, allow Google Chrome Helper to find devices on networks. I'll say allow, yeah. Yeah, so keep, keep your Wi-Fi hand
16:00
Speaker 2
my router.local. it's my router like m-y-r-o-u-t-e-r dot local spelled as yeah L-o-c then press enter are you now on the screen that's correct sir.
16:00
Speaker 1
Starry, where it's taking me to? It's taking me to? Uh, yes, it seems to, yeah. Or I can continue to link this smart Wi-Fi, uh, to mine. Yep. Okay. Okay. Yeah, I'll put that one. Bye. Okay. Soo, you want me to enter the password and the recovery key from the bottom of the main node? [silence]
17:00
Speaker 2
The links is there correct. All right. No worries, sir. So on that screen, just click the phone image like the two phones and then after that one we should be redirected to a page asking for our other password. All right. So. All right. So computer enter your just enter your router password to log in and the default password if you haven't personalized the password, uh it is the default WIFI name labeled underneath the main node. Sorry, the default WIFI password plus the five digit recovery key. Uh huh.
17:00
Speaker 1
Okay. No, I haven't, no. So I've got the password in and you want me to put the recovery key in as the next... Yeah. Yeah, cool. Okay. All right. Ace. Caustic. Yeah. Yeah.
18:00
Speaker 2
That's correct, sir, if you haven't personalize the router password, so no worry. Yeah, just kindly try to use the default router password. Yes, sir. Yes, and there should be no space in between, okay? All right.
18:00
Speaker 1
saying the passwords incorrect. Yeah. Okay, so it's taking me to a screen, a screen to create a new admin password and hint. Or would you recommend that I do just use the one that's on the bottom of the router again just in case I'm
19:00
Speaker 2
I see. And if that's the case, just click the reset password or password reset link, and then enter the five digit security key. And rest assured that resetting the password will not disconnect your wireless devices from the network, since we are not resetting the Wi-Fi password. Yes, sir. So, you can try a different router password, sir. I can also recommend one for you, if you like. You also rest assured that you can enter any. [silence]
19:00
Speaker 1
Okay. I mean, I, I think for my own just sanity, uh, I'd rather just use the, the one that's on the bottom of the device already. So if I ever have to do it again, you guys are going to instruct me to do the same thing. Uh, am I able to do that? Yeah. Yeah. Okay. So am I going to have to remember this password again, like in the course of this call? Right, okay. Okay, alright.
20:00
Speaker 2
Yeah, you can try that one as long as it meets the requirements. So, hold on, I'm checking the requirements here real quick. Uh, yeah, uh, for the, uh, router password, the requirements is it should be at least 10 characters in length. There is no space and consec tutive identical characters, and it should have at least one upper, one lower, one digit and one special character. If that meets the requirements, like when you use the, uh default Wi-Fi password labeled on the router. Yeah, you can do that. Yes, sir. Yes, sir. Since that's your new router password.
20:00
Speaker 1
just bear with me two texts then I'm gonna have to, okay. So that's worked now. I think I'm now in a dashboard. Yeah. [silence]
21:00
Speaker 2
No worries. That's great to know. So let's go back on to the child node. Is this sorry, is the child node still on flashing purple? I see. Uh, can we reset the child node? So for reset you may simply press and hold the reset button and do not release it.
21:00
Speaker 1
OK. So it went red flashing red, and now the light's completely off. My finger's still on the reset button. You want me to keep? OK, so now it's gone blue. Yeah, now it's gone blue. OK. CO-
22:00
Speaker 2
until you see the solid blue light all right. Thank you. [silence] So yeah, so let's just wait. [silence] All right. So, [silence] all right. So you may now release the register button and thank you so much for that. One and let's wait for the light on this child mode to turn to solid purple or pink for that indicates that it is already on setup mode. All right. So on your computer since you are still on the web user interface or to the dashboard, kindly click little CA, like those tiny letters. [silence]
22:00
Speaker 1
Yeah.
23:00
Speaker 2
Charlie alpha and it can be found on the bottom right corner. All right. So once you click it, the page will refresh or reload and then click connectivity or connectivity tab. Yes. Yes. Yes. Yes. So kindly click that tab. All right. And then under connectivity, look for CA or other setup or bellow setup. So under the CA router setup, there's an option there that says add wireless child node. So that's what we are going to press once the light on the child node turn back to solid pink or purple. All right.
23:00
Speaker 1
Okay, it's just gone solid, purple. Mm-hmm. Say that again, say. Mm-hmm. Okay, cool. Yeah, oh sorry, I was just talking to my wife. So, it's the add wireless child nodes. Yeah. Okay. So, the parent node is now flashing white. Come back to blue and now the child node is flashing purple.
24:00
Speaker 2
All right. So, let's wait for 10 seconds and after 10 seconds, you may now press the ad wireless trial node or ad wireless trials nodes button. Uh, I'm sorry, sir. Oh. Yes, sir. So you may now click that button and let's see if the light on the child node will turn back to solid purple. Uh, sorry, flashing purple. Mhm. Alright. So, again, sir. The child node is not, uh, not fully connected to the parent node. So what we'll do is we'll just leave it five seconds and then we'll try to press add the child node after five seconds. Okay. All right. Add the child node. All right.
24:00
Speaker 1
Oh, he's okay, so it was just start flashing red. That's new. Okay. Yep. Yep. Yeah. And the only other thing I'm thinking is I've got a, I'm going to have to unplug it now, the child one, what if we managed to get it set up, and have to unplug it and moved back to my office and plug it in again. Is that going to cause any trouble? Yeah.
25:00
Speaker 2
Alright, so if it's flashing red, that's great news, and that indicates that the child node is now trying to connect to the network. So, let's wait for it to light again, for two to three minutes. So, again, sir, just to verify, you only have two nodes in total, correct? All right. Thank you so much for that. Uh-huh. Yeah, don't worry. Uh uh uh uh, no worries for that. Once we have like reconnected the child node, I'm gonna like stay on the line, and then for you to be able to listen to me. Might have some more questions about that.
25:00
Speaker 1
All right. Okay. Uh-huh. Yep. Okay, cool. And fingers crossed we'll just find it once I move it back to your fault. Thanks for your patience and your help with it by the way. That's all right, no worries. And luckily I'm not not working this week I'm on holiday. So um, it's not causing any real issues. Do you think it's had like an update or something released to it that would have, I don't know, it's just odd that it's worked so consistently.
26:00
Speaker 2
and relocate the child node to its designated location. However, it should be good to go as long as the light on the child mode turned back to solid blue. So, by by reclaiming the child mode, sir, you may simply unplug and replug it, and there is no need to press that reset button again. All right. Yes, sir. You're most welcome, sir, and thank you so much for your cooperation and understanding as well. Uh-huh. Ps got this, one sec. Uh,
26:00
Speaker 1
without issue. Okay. Yeah. All right, okay. Okay. Now it's literally just turned blue and I've had an application update for one of your nodes. Oh, okay, it says one of the nodes can't connect to the rest of your network. That's a little push notification that I've just had through presumably from a Linksys app. So it turned blue and now it's gone back to a solid red. Oh, it has. Yeah.
27:00
Speaker 2
Uh that could I'm sorry sir I that could be possible. However regarding with the software or firmware uh you may need really sorry you really need to contact GigaClear sorry GigaClear for that one since the device were provided by them. And there the only ones who are providing the firmware update regarding with this uh device. Mm So is the light on the child node still on flashing right? Alright alright rest assured that it will turn back to solid blue any moment now. So, Mm. That's great to know and that should do it sir rest assured that we have success.
27:00
Speaker 1
Wow good. Okay. All right. Great. I'm um, I'm gonna take you, uh, I'm just going to put you down for a second once I do that. I'll probably need both hands. Just bear with me. Okey-doke, so that's it.
28:00
Speaker 2
Successfully reconnected the child nodes to the network. So you may now unplug and relocate that one. And again, kindly take your time on doing that. No worries.
28:00
Speaker 1
So, it's flashing blue at the moment. Yeah. Okay. Okay. Go for it. Yep. Lovely. Okay. Yeah, so it's now cycling, cycling through
29:00
Speaker 2
a ha. Yes sir. So yeah. Flashing blue indicates that the device is still booting up. So uh by the way sir, while observing or while waiting for the light on this child node to turn back to solid blue, I will be providing you a ticket number so that in the future, if you need further assistance regarding with your Linksys devices, you can just provide the ticket number and then the tech technician can easily pull out your case. So are you ready for the ticket number? Okay, great. So it's 136 138. All right. So yeah. So right now all we have to do is wait for the light on this child node to turn back to solid blue. All right. [silence]
29:00
Speaker 1
We've seen this before, right? (*singing*) Fingers cross for blue. Okay.
30:00
Speaker 2
uh so yeah it it's flashing read that means that the child node is trying to reconnect now to the network. All right. Yeah. sir. rest assured that it will turn back to solid b. So. I I believe it will turn to solid blue then back to solid red and then it will change back to solid blue. So after red to blue uh wait for like 30 seconds or a minute and if it's saying solid blue and that should do it.
30:00
Speaker 1
Okay, so it's just gone solid blue. Finger error. Yep, it's just gone solid red. And now it's solid blue again. Lovely. Yep. That's okay. And thanks for your help, mate. Um, I've got a, um, a, aéfy security camera, which, um, well, a set of cameras that I usually have hardwired in to the, um, ethernet stuff.
31:00
Speaker 2
Alright, so, yeah, it, I think it will change back to solid red and then it will be back to solid blue. All right, so that should do it. Rest assured that this trial node is already working. And again, thank you so much for your patience and cooperation during the troubleshooting. You're Mm.
31:00
Speaker 1
I think this goes in the ethernet, or at a go on the internet. Anyway, I usually connect it to this child node. Am I right to just plug it in? Should be alright. It's connected before, yeah. Yeah. Yeah, okay. Alright, lovely. I'll figure that out. Thanks so much for your help, buddy. Okay. All right, great. Thanks so much. Take care. See you. Bye-bye. Cheers. Bye-bye.
32:00
Speaker 2
yeah since it's like yeah since this is a wired setup it should be plug and play so as long as the ethernet cable is working reassure that the camera should be able to get online alright you're most welcome sir and again if you need further assistance in the future feel free to give us a call. alright you're most welcome sir as well sir thank you again for calling Linksys you have a great day. Bye.
32:00