V2 Rubric Detail — e9d76602-6348-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:47
Duration
25m 53s
Contact
John Barker
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132580
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+19.7)

V2 Grader Summary

The agent correctly diagnosed and resolved the mesh node pairing issue using the 5-press method on an MX6200 system, following KB procedures precisely. Troubleshooting was logical and effective, resulting in all nodes achieving solid white. While communication was functional, empathy and adaptation were minimal, though not to the point of failure. No escalation was needed.

V1 Case Analysis

Customer reported two MX6200 child nodes flashing red. Agent guided reset and 5-press pairing on parent node. All nodes achieved solid white. Mesh connectivity restored.

Troubleshooting Steps
  • Reset child nodes using the reset button.
  • Performed 5-press pairing on the parent node.
  • Power-cycled the parent node and waited for solid white.
  • Verified child nodes changed to solid white after pairing.
Key Observations
  • Agent correctly applied 5-press pairing procedure for MX6200 mesh recovery.
  • Customer confirmed all nodes reached solid white, indicating successful reconnection.
  • Agent failed to capture serial number despite requesting it.
  • Reset instructions were unclear (e.g., 'turn solid two' instead of 'solid blue').
  • Agent repeated 5-press instruction unnecessarily after parent was already flashing white.
  • Long silences disrupted call flow and customer experience.
  • Agent did not verify internet or Wi-Fi connectivity after LED confirmation.
  • Call contained system disconnection or agent disengagement at one point.
Positive Highlights
  • Correctly identified and applied 5-press pairing method for MX6200 mesh recovery.
  • Successfully guided customer through reset and pairing steps, resulting in solid white on all nodes.
  • Provided proper guidance for relocating nodes one at a time after reconnection.
  • Confirmed node status changes with customer, validating progress.
Agent Errors / Gaps
  • Failed to capture serial number after requesting it.
  • Provided unclear reset instructions ('turn solid two' instead of 'solid blue').
  • Repeated 5-press pairing instruction unnecessarily, risking customer confusion.
  • Allowed excessive silence without explanation or reassurance.
  • Did not verify internet/Wi-Fi connectivity after confirming LED states.
  • Minimal empathy and poor call control; used filler phrases excessively.
  • Incorrectly referred to 'child knows' instead of 'child nodes'.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Both child nodes and the parent node achieved solid white lights, indicating successful mesh reconnection and full resolution of the connectivity issue.
R2 Met Diagnostic thoroughness conf 95%
Agent guided the customer through LED diagnosis, factory reset of child nodes, 5-press pairing on the parent, and power-cycling — all aligned with KB procedures for MX6200.
R3 Met Correct resolution path conf 95%
Agent correctly applied 5-press pairing for MX6200 (no Pair button), avoided warranty-based dismissal, and pursued best-effort troubleshooting appropriate to the model and issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified flashing red/blue LEDs as symptoms, confirmed node proximity, verified reset states, and logically progressed to pairing and system restart.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were needed; physical LED status and documented reset/pairing procedures were sufficient and correctly used.
T3 Met No misinformation conf 98%
Instructions to reset until LED turns off, use 5-press on parent, and wait for solid white are fully consistent with universal_factory_reset.md and velop_child_node_setup.md for MX6200.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained step-by-step flow but had long unexplained silences (e.g., 15–18 sec gaps) and repeated 'okay' without clear transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used consistent technical terms (reset, solid blue, 5-press) but did not confirm understanding or adjust for possible confusion during LED state changes.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 95%
Agent set clear expectations: wait 3–5 minutes for connection, relocate nodes one at a time, and confirmed completion when nodes turned solid white.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not explicitly acknowledge frustration or thank the customer until the very end; minimal empathy shown during prolonged troubleshooting.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and stayed solution-focused, though did not check in on comprehension or adapt tone beyond procedural delivery.
X3 Met Overall experience conf 90%
Agent minimized repetition, avoided unnecessary steps, and guided the customer efficiently through resets and pairing without redundant actions.
Call Transcript32 turns · 40 lines
Speaker 1
Yes, Dresha. I have a experiencing a problem with a mesh unit, a Linksys mesh unit, and I'm hoping that you can help me please
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our 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 1 now. For out-of-warranty, 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. All Lacro ventilation three. Yep, yep, I can hear you. If you have any hardware or performance problems, I can sort that out. So if you're calling in due to hardware maintenance, performance problemsOkay, okay, okay. What particular issues are we dealing with? [silence]
00:00
Speaker 1
Well, I have a parent node that's working, and I have two child nodes that are not working. yes, the, uh, my child node number one is 5-8-W-1-0-M-M-A-R-R-Y-2-9-D-D-0-0-3-[silence]
01:00
Speaker 2
Shoe sir. Okay, um, can you provide me the serial number of the child nodes here, and the model number as well? Okay.
01:00
Speaker 1
That's correct 6200 yes that's correct that's who I am yes that's correct that is correct uh yes I do have them both in my office upstairs right now I have three of them within about right now probably three feet four feet they are both flashing red light [silence]
02:00
Speaker 2
Hmm. Okay, as protecting here. Uh, this is registered under John Parker. Okay? um, all right and your email address is John five star restorations.com. Okay. And, um, your internet service provider is I believe Spectrum. Okay, search connectivity. Um, did you turn the child nodes right next to the main nodes? Okay, how far are they from the parent node? Okay, and um, what's your light indicator?
02:00
Speaker 1
That is correct. Okay. Now, do I keep the button pressed until the blue light comes on, or just until the red
03:00
Speaker 2
Thinking red and the parent node is solid white correct yes Reset the node Siri for those that are blinking red press and hold the reset button until the light turns off and turn solid two again press and hold the reset button until the light goes off and turn back solid two wait for the light to turn off before you release the button yeah mm-hmm wait for the light to turn back solid two Okay About the other one you'd be
03:00
Speaker 1
yes I will do it right now okay they are both solid blue um actually that one is uh told me uh number two is flashing blue as is child's number one flashing blue okay [silence]
04:00
Speaker 2
says it again. Okay, let's Okay, let's wait for them to turn then should stay solid blue. [silence]
04:00
Speaker 1
flashing blue. Okay, child number two is now solid blue and child node number one. Solid blue. Both of them are solid blue. Okay, and that's on the parent node, correct? Okay. Press and release one, press and release two, press and release three, [silence]
05:00
Speaker 2
Okay. All right. If that's the case there, let us try to reset. Um, add them back to the network. On the parent node, Sir, press the reset button five times within five seconds. Again, on the main node, which is, I believe, solid white right now. You press the reset button five times within five seconds. It's gonna be like this. Press and release one, press and release two, press and release three, press and release four, press and release five. [silence] Yeah.
06:00
Speaker 1
press and release 4 press and release 5 the main node now is flashing white child nodes are solid blue okay parent node is still flashing white both child nodes are still solid blue
07:00
Speaker 2
Okay, what's the light indicator of the main node now? How about the trial nodes? So let me know if there's any changes of the light indicator both the child nodes and the parent nodes
07:00
Speaker 1
uh still flashing white on the parent and a two child nodes are still solid blue uh [silence] Parent node's still flashing white. The two child nodes are solid blue. Okay. At the wall or just pull the power plug. Okay. Okay. It is now unplugged.
08:00
Speaker 2
can we try to unplug the parent node and plug it back in? Yes, unplug it from the wall. Turn it off. [silence] Yes, unplug it from the wall. Turn it off.
09:00
Speaker 1
plug it back in or wait a couple seconds?
10:00
Speaker 2
Yeah, you can go ahead and plug it back in. We'll just wait for the node to turn solid white. [silence]
10:00
Speaker 1
still solid red on the parent node and solid blue on both child nodes. A parent note is a solid white. The two child nodes are solid blue. [silence] For consumer [silence] electronics like TVs, [silence] the parent node is the TV itself. [silence] So the two child notes are a remote [silence] and the TV attached cable. The parent node is a solid white, yes. And the two child nodes are both solid blue. Okay. [silence] I, five resets. Okay. Okay. One, two, three, four, five. Parent node is flashing white. One is flashing blue.
12:00
Speaker 2
Is the parent node is now solid white, correct? Okay. Okay, will do the 5 press again on the parent note? Yes, on the child note, I mean on the parent note, press it 5 times within 5 seconds. Okay, how about the child nodes?
14:00
Speaker 1
and the other is solid blue. That would be child node number two is flashing blue. And child node number one is solid blue. Okay, I have. Child node number two is flashing white. The parent node is flashing white. And child node number one is flashing blue. [silence] [silence] [silence] [silence]
15:00
Speaker 2
Good morning. Can you still hear us? We've assigned you a voice and alternative link. and the child knows this well. uh, just continue to observe. sir, it's going to take three to five minutes for it or more for the notes to fully connect.
15:00
Speaker 1
Here patiently until day change, I will notify you immediately. Okay, thank you. Child node number one and number two is solid white. Parent node flashing white. Okay
17:00
Speaker 2
Okay. Let's just wait for the parent to turn solid white.
18:00
Speaker 1
Well, you must have magical voice because it is now solid white. Okay. Now, they're downstairs in two different locations of my home, but I will do so and keep you with me on the phone. Okay. [silence]
19:00
Speaker 2
Okay, that's great. Now, you can go ahead and relocate the child mouse or. Okay, just do it one at the, uh, one at the time here. Please relocate the node of the closest from the parent and then the la the furthest.
19:00
Speaker 1
Okay, the one closest to the parent is plugged in and it has solid blue. Do you want me to stay with this before I plug in the third one? Okay. Okay. I am flashing blue at the moment. On. Okay. Gotcha.
20:00
Speaker 2
Okay. [silence] Yeah. Okay. Let's wait for that. Okay. Let's wait for that to turn solid white before we re-relocate the other one.
20:00
Speaker 1
Okay. our node number one is solid white
22:00
Speaker 2
Okay, let's move to the last child note.
22:00
Speaker 1
It's still flashing blue. Okay, here we go. Solid white. No, ma'am, I don't, and I wanted to thank you very much for your helping me. Okay, we'll do it. Thanks again. Bye. Thank you. [silence]
24:00
Speaker 2
Okay. Well, if that's the case, that's good now. Um, do you have any other concerns? No worries. There's if you experience this, uh, issues again with your lingotes device, feel free to call us. Okay. all right. You're welcome, sir. Thank you for your time and have a good day. Take care. all right. Bye bye.
25:00