V2 Rubric Detail — e6b3b112-815f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 21:47
Duration
29m 43s
Contact
908-832-8908
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00131264
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Node Disconnected_MX4200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.71/5
Overall47.0% (+5.0)

V2 Grader Summary

The agent attempted troubleshooting steps (LED checks, 5-press reset, power cycle guidance) but omitted critical diagnostics like modem speed tests and web UI verification, leaving the issue unresolved. While adhering to OOW best-effort standards, the agent failed to set clear next steps (ownership gap) and showed no empathy for the customer's frustration. Technical guidance was accurate for LED states and reset procedures, but diagnostic tool usage was insufficient.

V1 Case Analysis

Customer's MX2000 child node shows no internet after power outage. Agent checked LED status, instructed 5-press reset on parent, and began power-cycling modem/parent. Call ended before verification of internet connectivity. Issue unresolved; customer to complete power-cycle and retest.

Troubleshooting Steps
  • Checked child node LED status
  • Instructed 5-press reset on the parent node
  • Initiated power-cycle of parent router and ISP modem
Key Observations
  • Agent misinterpreted the blinking red LED on the child node as a general disconnection issue (per KB, blinking red means 'disconnected from parent').
  • Call ended before internet connectivity could be verified after power-cycle; customer left mid-troubleshooting.
  • No wired connection alternative suggested when wireless access failed, reducing diagnostic reliability.
  • Agent incorrectly assumed Linksys app could be used for signal strength despite customer having no compatible device.
  • Warranty status was identified but agent did not provide clear self-help resources or escalation path for out-of-warranty device.
Positive Highlights
  • Correctly identified that the 5-press reset must be performed on the parent node for MX2000.
  • Guided initiation of proper power-cycle sequence (modem first, then router).
  • Used correct local router URL (http://myrouter.local) for troubleshooting access.
Agent Errors / Gaps
  • Misinterpreted blinking red LED on child node; per KB (led_intelligent_mesh_consumer.md), this indicates 'disconnected from parent' (Path D).
  • Failed to verify internet connectivity after initiating power-cycle; call ended before confirmation.
  • Did not suggest wired connection to router for troubleshooting when wireless access failed.
  • Incorrectly suggested using Linksys app for signal strength when customer had no compatible device.
  • Did not confirm product model/serial number at start of call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with 'no internet connection' on Linksys network; issue not resolved despite attempted steps.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent checked LED, performed 5-press, initiated power cycle, but skipped direct modem speed test and physical WAN cable verification.
R3 Met Correct resolution path conf 100%
Agent continued troubleshooting despite OOW status, aligning with best-effort standard for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (LED changes, no internet) and guided some logical steps, but failed to isolate WAN vs. LAN issue systematically as required by velop_wifi_connectivity.md Step 2.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the router's web UI for diagnostics (only attempted login) and did not perform a modem-direct speed test, which is a critical diagnostic tool in velop_wifi_connectivity.md Step 2.
T3 Met No misinformation conf 95%
Correctly interpreted solid purple as ready-for-setup (led_intelligent_mesh_consumer.md), confirmed MX2000 supports 5-press (universal_5press_models.md), and gave correct power-cycle order (modem first) per velop_wifi_connectivity.md Step 3.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had multiple unexplained silences, weak transitions, and no clear agenda after initial steps.
C2 Partially Met Confirmed understanding conf 85%
Used accessible language and repeated instructions clearly, but did not fully adapt to customer's frustration or match emotional tone during 'dumb these things make you feel' comment.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and persisted with troubleshooting despite customer frustration.
O2 Not Met Proactive follow-through conf 90%
No specific timeline or follow-up commitment; ended with generic 'try power cycling' without defining next action owner or timing.
O3 Not Applicable Closure confirmation conf 100%
No mention of prior case details or handoff context; no evidence of continuity checks with previous interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue remained within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy statements despite customer's expressed frustration ('It's amazing how dumb these things can make you feel').
X2 Partially Met Tone & rapport conf 80%
Agent stayed procedural but adjusted pacing and repeated steps when customer struggled; did not fully match emotional tone of frustration.
X3 Not Met Overall experience conf 90%
Customer repeated information (e.g., network name, connection status), performed redundant steps, and faced avoidable friction in login process.
Call Transcript39 turns · 41 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please, have your serial number ready and stay on the line for assistance. [silence]
00:00
Speaker 1
hi Abby um yeah I have a um uh an MX for 200 uh and I called you once before because when my electric went out it disconnected from the um being connected anymore and uh I am out of warranty and I paid $15 to have it uh fixed and um I would love to pay $15 again and have you talk me through reconnecting this thing because it's kind of convoluted how it reconnects.
02:00
Speaker 2
Thank you for calling link sys. This is Epy, how can I help you? Okay. All right. UH, let me just pull up your record here, sir. Okay.
02:00
Speaker 1
Thank you. Oh, that would be amazing, thank you. That's right. Same unit, same problem. Correct. Say that again. That's that's correct. and one of them that's correct and the same one is disconnected again correct okay got it yes one second yes and that's uh about an inch away from the parent [silence]
03:00
Speaker 2
[silence] the same one is disconnected. Okay. All right. Yeah, if it actually keeps on disconnecting or you may try relocating the node. We will check the signal strength later on, okay? Because if ever the signal strength is not good, you may try relocating it, right? So, um Yes, sir Jonathan. So, yeah, can we bring that child node close to the parent node? Okay, right now, um, power on the child node and let me know what like uh what is the LED indicator on top. [silence]
04:00
Speaker 1
Right now, it is a darkish blue blinking. [Silence] now it turned pink. solid. yes.
05:00
Speaker 2
blinking blue, OK, blinking blue, OK, let me know if it's solid. Solid purple. Did you happen to reset that node before?
05:00
Speaker 1
I, I was trying, yes. Yes, I did. Yes, I did. Um, I pressed it five times, because that's sort of what I my memory, my recollection was. Oh, okay. Correct. Okay. Yes. And, and on which, on which button? Is it the, um, uh, the reset button?
06:00
Speaker 2
you call it? Okay, so you press the reset button, um, at the bottom, right? Or how long? Oh, okay. So, it's actually not the child node, sir, that you need to press it five times. It should be the parent node. Okay, so, right now, yes, the child node is solid purple. Okay. All right, so, since it's solid purple, it's actually ready for set up. So, it seems the child node is reset to factory defaults because it's solid purple now. So, can we, uh, go to the parent nodes, sir? And, uh, do the five press. Okay, so, um, to do the five press, the reset button.
06:00
Speaker 1
Huh. All right. stand. On the reset. Okay, hold on. Okay, there. Turned white. The the the child is still, uh, purple. Uh, and the, um, it is purple, but it's blinking. Now it's red and blinking. [silence] It's blinking red. [silence] Is it out? Yeah, it's going in and out. [silence]
07:00
Speaker 2
Yes, so yes. Press it five times. Do not press and hold it, just press it once. So it's like press release, press release and do it five times. So not too fast, okay? Not too fast. Just to yeah. Okay. What about the child node? Okay. So we'll wait for that. [silence]
07:00
Speaker 1
Got. Gotcha. Got it. It's amazing how dumb these things can make you feel. I don't. That help no.
08:00
Speaker 2
it takes around three to four minutes before it can establish a connection so we'll just wait for the solid light I mean for the light to turn solid so that should turn I think solid, solid blue or solid white. By the way, sir, do you have the Linksys app installed in your phone? h hh You don't have it? What about your Ah, okay, so you don't have any, any wireless devices? Um, do you have a an iPad or
08:00
Speaker 1
now, it's back to blue, the child, and it is solid. Okay. Yes, let's uh, that's. So it's so interesting, because my phone says I have no internet connection. Uh.
10:00
Speaker 2
Okay. All right. So we're just going to observe that Sir Jonathan. We'll just use the Linksys app on your phone, okay? Because uh uh I'm not sure if we can track that on the user interface because that really depends on the uh the device that you're using. But we're just just to make sure we'll just gonna use the Linksys app to check the signal strength. So um can we connect your phone to your wireless network, please? [silence] Yes, did you go to Wi-Fi settings and then Wi-Fi? Check if you're connected to your network first. [silence]
10:00
Speaker 1
Well, yes, so the Linksys system, so here's the deal. I have a unit downstairs. It's hardwired to the to the parent, right? And right now, it's telling me I have no so interesting. I don't even see the I don't even see the hardwired one downstairs. Hold on one second. Well, it's weird. They're both I'm going to go downstairs one second. Do you have my phone number if we get disconnected? Because I want to go down to the modem and and because where the modem is, I definitely have an
11:00
Speaker 2
Okay, so you have a computer connected to the parent node?
11:00
Speaker 1
there is Net X Fin connection. Right, so if we get disconnected, if you just call me back, let me just make... let me just see if I have connection here. Oh, now what's interesting is it's showing me... no no internet. Let's see with the X Fin. So, it's interesting and and maybe I need to disconnect the the modem. The modem is showing that I have an internet connection, which I'm reading off of my phone. But when I go to the uh the parent and child, which is called home fin on my phone, um, it says that I don't have an internet connection. So would that mean I need to restart
12:00
Speaker 2
Yes. It. Oh, I think. Oh, I do have your phone number here, nine Oh eight, eight, three to eight nine Oh eight. Yes. [silence] Yes.
12:00
Speaker 1
The modem, to make sure that the, that that connection is going. Yes. And, okay, well, it's, okay, so let me, you're right. But now when I, put, my network, On the links, this is called HomeFi. And, and when I connect to HomeFi, um, it, it says, no internet connection. If I connect to the, because we have a stone house, you know, with lots of stone which makes, which is why we have this system. Um, the, the X-Fi system is the hard-wired modem which comes into the house, which doesn't reach anything in the house, that.
13:00
Speaker 2
Okay, so the modem right now is connected to the WAN of the parents, right? Okay. Do you, if you already have a blue light on the parent that means it's already connected, it's online. So the, the, the, the, uh, What, what is your standard net name by the way? What's the wife name that you set up on your, on the links?
13:00
Speaker 1
That's why we have the link system. So, X-Fi says I have Internet and that's hardwire to the parent on Home-Fi. But when I connect my phone to Home-FI, it is telling me I have no internet connection. Let's see if I have it now. Yes. Yes. So, when I, sure. Yeah, let me grab that. [silence]
14:00
Speaker 2
So your Xfinity box server is also a wireless device test you can connect to it wirelessly. Okay, so it's actually a gateway. All right. Um, can we go to your computer instead? Can we try it on the computer?
14:00
Speaker 1
Okay, so what I will try to do is have the computer next to the the parent and the child and see if I have internet connection there. I'm I'm the Mac um I have the latest I've... [silence]
15:00
Speaker 2
Yes, just look for the wireless icon at the bottom right hand of your computer. Is your computer running on Windows operating system? Is it Windows 10 or 11? Oh, it's the Mac, okay. Yeah. So if you click on the Wi-Fi icon on top,
15:00
Speaker 1
Yeah, I've got it. Yep. And let me see if I have Wi-Fi. No, it says that on that Wi-Fi that, um, there is no. so, let me see if I have internet through there. I can tell you in one second if my Gmail loads. Nope, appears to be offline. I can get online, um, through the Xfinity wireless. but not through linksys. So now I'm online. Now I am online, so we can check on my computer, but the linksys is not connected to the internet as at the moment. Does that make sense? Cause the linksys. Okay. Okay.
16:00
Speaker 2
Are you able to see your network? [silence] Okay. All right. Can we can we just? Uhuh. Yes, it's okay. Sir, Jonathan, let's just connect to your network. It doesn't matter if you're online or not. So just select blink-fist-
16:00
Speaker 1
Okay, I'm online now. And what am I. What am I looking for? Linksys, I don't quite understand. When you say connect to Linksys, do you mean the what I've named the Linksys grouping? Is that what you mean? Okay. Okay, that's what I that's what I call that's what I call homeFi, right? When I got this from linkstock. Okay. Okay. Okay. But that home right? Okay. So homeFi is telling me I do I am not on the internet, even though it is connected to Okay, cool. Correct. I'm on Google. Okay. I'm there. [silence]. I got this from linkstock. Okay.
17:00
Speaker 2
Yeah, you're connected to linksys, right? Okay. Are you able to see the linksys network there? And can we select that name and then connect to it? Yes, yes. If you select your Wi-Fi... Wi-Fi. Yes. Yeah. It's okay. Yeah, it's connected but no internet. All right. So kindly open Safari or if you have Google Chrome, just open up Google Chrome. Okay, and then on the address bar, type in H-T-T-P-S colon slash slash
17:00
Speaker 1
right uh allow Google helper to find devices on local network yeah Linksys why am I getting a warning when I try to access my router settings go to advanced uh advanced okay I see I see hold on yeah it says your connection is not private turn on enhanced protection or reload or advanced
18:00
Speaker 2
that the, um, yeah, just scroll down. There should be an advanced option. Let's go to advanced and then uh proceed. Proceed to unsecure something.
18:00
Speaker 1
Okay, hold on it that won't allow me to click that's just like a box and it's not allowing me. But how can I bypass this warning? Click advanced proceed unsafe uh Safari or continue. Advanced, okay. Your connection is not private. Proceed to http://myrouter.local unsafe. Okay. I got it. How? Now I am the internet connection is down. Access VLPRRTER. Password. No. No, I haven't changed anything.
19:00
Speaker 2
Advance go to advance and then proceed. [silence] Yes. [silence] Proceed yes click on that sir proceed. [silence] Okay, so it is asking for a router. Sir when you set up the parent node before, did you happen to change the router password? It's the router password, not the Wi-Fi password. No? Okay, let's just do a reset password there. It will ask for the recovery password. The recovery password.
19:00
Speaker 1
F2W, F2W, Q18Q821, 0218. Okay, loading, loading. It just went back to the same page. It just went back and showed me the same thing. I hit sign in and I'll type it in again. V2Delta Q82 Q32 change to 0. So do I hit sign in or reset password? Yeah, sign in. Sign in. Waiting, waiting. And then it brings me right back to the same, same page like I'm starting over. And then it says internet connection is down. You must have an internet connection to log into your links.
21:00
Speaker 2
yes sign in sir can't hear you what was it again silence
22:00
Speaker 1
Internet connection to log into your Linksys smart wifi account. To access your router settings without internet access, enter the router password and then click sign in, which is what I did. After you log into your router, connect, connect, select connectivity. So, I did all that, and it just brings me back to the same place. So, I, I have a theory, and maybe I know nothing, and I could be completely wrong here. But my theory is that I need to turn off the uh modem downstairs, and, and, and then it will connect to the internet. That's, that's my theory. Does that sound logical or right? Correct.
23:00
Speaker 2
[silence] Yes. modem and the [silence] OK. [silence] Yes we can actually do that. We can actually do that Sir Jonathan if it lost the connection right now. So your modem is actually the main source of your internet. [silence] So the [silence]
23:00
Speaker 1
Oh, turn, oh, turn off the parent and then turn off the motor. Okay. Let's do that. All right, so first I'm unplugging the parent, correct? Okay. Got it all right. I'm on my way to the motor.
24:00
Speaker 2
the Linksys only relies I mean it it relies on your modem connection so we can actually try to turn off or power off the parent node and then your modem as well okay yes turn them both off we'll wait for one minute before we plug it back in so turn on the modem first to make sure that all the lights are stable before you power on the Linksys parent node yep yes turn off the parent and then the modem then once you after one minute turn on the modem uh turn on the modem first wait for the lights to stabilize then the
24:00