V2 Rubric Detail — e5fe6834-7106-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 02:29
Duration
9m 17s
Contact
Glenn Temef
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134897
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1200_Unable to add as a child node.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp3.21/5
Overall83.3% (+63.3)

V2 Grader Summary

The agent conducted appropriate troubleshooting using the correct tools, provided accurate technical guidance, and maintained control of the interaction. While the core issue — the LN1200 appearing as a device rather than a node — was not fully explained, the agent confirmed functionality and offered a valid test method. Ownership was partially demonstrated despite the unfulfilled callback request, and no escalation was warranted. The outcome is best classified as Partial Resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed the node has a solid blue light and is connected to the internet, and suggested a method to test its functionality (toggling Wi-Fi), but did not fully resolve the customer's core concern about the device not appearing in the node list or explain why it's categorized as a device instead of a node.
R2 Met Diagnostic thoroughness conf 85%
Agent directed the customer to check the network administration page, verified the presence of the LN1200 in the device list, and proposed a functional test (Wi-Fi toggle) to confirm connectivity — all relevant, logical steps that advanced troubleshooting.
R3 Met Correct resolution path conf 85%
Agent correctly assessed that the issue was within L1 scope (configuration visibility, not hardware), provided guidance consistent with the device being functional despite display discrepancy, and did not inappropriately escalate or dismiss the concern.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (device not listed as node), asked targeted questions about where the customer was checking (app vs. browser), and sought specific information from the admin interface to diagnose the issue.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the web-based network administration interface as the correct tool to inspect device and node status, which is the standard method for this type of issue.
T3 Met No misinformation conf 95%
All technical advice — checking solid blue light, toggling Wi-Fi to reconnect, verifying device list — is factually correct and aligned with Linksys documentation for node verification.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control of the interaction by asking specific diagnostic questions, guiding the customer through steps, and keeping focus on resolving the issue without being derailed.
C2 Met Confirmed understanding conf 90%
Agent communicated clearly using plain language, confirmed understanding ('uh-huh', 'okay'), and adapted instructions to the customer’s real-time feedback and tool usage (browser).
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Customer requested a callback to Nathan, which the agent acknowledged but did not act on or document; however, the agent still took ownership of the current issue and worked to resolve it.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a next step (toggle Wi-Fi to test connection) but did not set a clear timeline or follow-up plan for confirming long-term functionality or addressing the UI discrepancy.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be the first contact regarding this specific issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly determined the issue was resolvable at L1 — a configuration visibility question, not a hardware fault or complex defect — and did not escalate unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, and none was warranted given the nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional and courteous but did not explicitly acknowledge the customer's frustration or prior effort with Nathan; empathy was present in tone but not verbalized.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, used conversational affirmations (‘mmhm’, ‘okay’), and guided the interaction smoothly through technical steps without causing confusion.
X3 Partially Met Overall experience conf 80%
Customer had to manually read from the admin page and perform Wi-Fi toggling, but these are necessary diagnostic actions; agent minimized repetition by building on prior context.
Call Transcript10 turns · 13 lines
Speaker 1
F. yes. i've been working with nathan and if he's available, i'd like to speak with him and otherwise, i'd like to get a callback.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, your support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Raquel, and how may I assist you today? Hi. Yeah, I have an issue with my Linksys. Like my internet drops often. Yeah. All right. Let me check it here. I may have your phone number registered here that I can also get Vanessa availability.
00:00
Speaker 1
my phone number is 808-463-9348. that's correct. okay. Okay. Yeah, he got me started on a fix. And it's like [silence] I pretty much got everything going. I only had one minor question. And that was the new node that I added, okay, is, I forget the model. I think it's something 1200. And [silence] but in the in the description, it's not a node. It's, it comes under a device. And I, you know, I thought I was adding a node. And I'm just curious, is that how how it works? [silence] Now I'm pretty, it seems to work. I mean, it's got, you know, it's got the blue lights connected, but it doesn't show up, it doesn't show up as a node. Like it was, I had, I already had nine nodes. It shows that it shows up only only in the device list.
01:00
Speaker 2
mmhmh. mmhm. yes. aha. okay. Okay, that's all right. So, it should work with your current primary node, which is the MB7700, right? Your parent node is MB. Hmm. mm-hmm. It shows a- uh-huh. Okay. Pause
05:00
Speaker 1
Yeah, it's not listed as a node. It's only listed as, yeah, it's just listed as a device. I'm using both, but, like, I'm just looking at both right now. And, again, it shows it under my device list, but not under the node list. Well, I'm using both right now. Right now, this exact moment, I'm looking at the app.
06:00
Speaker 2
Okay. And how about under network administration, is this L enforced node showing as a child node or is it not really listed from network administration page? Let me check. Are you using the app or the web browser? Just to make sure, that's using the link-sys app, right? Or is it using the web browser? Browser. Uh-huh. Okay. All right. So can we go to network administration? Can we check if this is there? And if it shows, scroll down and could you please read to me the block that says, declare?
06:00
Speaker 1
Okay, I'm in, I'm in administration. Where do you want me to go? No, it's not in that list. Nine. That's correct. That should have been my tent node. Yes. And I tried like doing the reset and all that. I mean, it seems to work. So I'm not sure if it's a problem, but I just was surprised because I thought it was a node. And I don't know if it makes any difference.
07:00
Speaker 2
LN1200 it's also showing there aside from the device list.
07:00
Speaker 1
but i have to assume it's functioning because the light is on it's blue um so i i assume it's working i don't know if your way i can test that it's actually working [silence] Yes. Okay, so on my iPhone, just toggle off on the Wi-Fi?
08:00
Speaker 2
Yeah, you're right. But we can actually like check. Let me check it here because right now it's not showing under network admin but it's showing under device list. So basically it's connected and working with internet, it shows solid blue light. How about this, are you new with this node? Um, right now? Let's try, well, near to it. We'll test its Wi-Fi signal. The only way to first connect to that node is we can try toggling off and on, the Wi-Fi on your smartphone, then reconnect back to the Wi-Fi. [silence] Yes, toggle off. then on then reconnect to the Wi-Fi
08:00