V2 Rubric Detail — eb1eb79a-69dd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 23:48
Duration
6m 9s
Contact
Deedee Veres
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133692
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX6200_Unable to add child node.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall89.3% (+33.3)

V2 Grader Summary

The agent confirmed the MX6200 child node was successfully connected (solid white, visible in app), verified firmware, and advised proper placement. The issue was resolved without escalation. The only technical inaccuracy was the reference to '6 gigahertz 5 Gigahertz backhauling,' as the MX6200 does not support 6 GHz backhaul, warranting Partially Met on T3.

V1 Case Analysis

Customer added MX6200 node (S/N 58W10M2E04120) as mesh child; node LED solid white, appears connected. Advised 20–25 ft placement. Email: ddvr@gmail.com. No connectivity verification performed.

Troubleshooting Steps
  • Confirmed node LED solid white (ready/connected state)
  • Checked firmware status via the Linksys app
  • Provided placement distance recommendation (20–25 ft)
Key Observations
  • Agent did not verify actual internet connectivity from the new node — critical for resolution validation.
  • Agent provided materially incorrect technical detail about backhaul frequencies ("6 GHz 5 GHz backhauling") which contradicts KB documentation.
  • Agent failed to follow the proper MX6200 node pairing procedure (5-press method), relying instead on unverified app status.
  • Agent mislabeled the node as an 'extender' when it should be a mesh child node, indicating incorrect topology understanding.
  • Excessive time (approximately 2 minutes) spent reconfirming email spelling reduced call efficiency.
Positive Highlights
  • Collected the node's serial number (58W10M2E04120) for identification.
  • Confirmed the node LED was solid white, indicating it was in a ready/connected state.
  • Provided appropriate placement guidance (20–25 ft distance from parent node).
Agent Errors / Gaps
  • Did not confirm node internet connectivity (e.g., testing a device on the node) — critical omission for resolution validation.
  • Provided materially inaccurate backhaul frequency information claiming "6 GHz 5 GHz backhauling" as the reason for 20–25 ft distance, which is technically incorrect per KB.
  • Failed to follow the proper MX6200 node pairing procedure (5-press method) as documented in KB, instead relying on app indicators alone.
  • Misinterpreted the node's role as an 'extender' rather than a mesh child node, demonstrating poor topology understanding.
  • Spent excessive time on non-critical email spelling confirmation, reducing call efficiency and structure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the child node was solid white and connected in the app, then advised relocation with clear guidance; customer accepted and said 'Perfect.'
R2 Met Diagnostic thoroughness conf 90%
Agent asked about LED status, verified firmware via network admin menu, and confirmed proximity before concluding the node was connected.
R3 Met Correct resolution path conf 90%
Agent correctly assessed the issue as a placement and connection confirmation matter, provided accurate next steps, and did not inappropriately escalate or dismiss.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (node not joining), gathered serial numbers, checked LED state, and used the app to verify connection — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 85%
Agent directed customer to use the router’s admin interface (Network Administration) to verify node status — appropriate tool for the issue.
T3 Partially Met No misinformation conf 90%
Agent stated the node uses '6 gigahertz 5 Gigahertz backhauling,' conflating 6 GHz (Wi-Fi 6E) with 5 GHz; MX6200 supports 5 GHz backhaul but not 6 GHz, making this technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent did not set expectations at the start, had multiple long silences, repeated requests for email spelling, and lacked clear transitions.
C2 Met Confirmed understanding conf 90%
Agent used polite language, adapted by asking customer to spell email clearly, avoided jargon, and maintained clarity despite customer’s pauses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and stayed on until resolution and closure.
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps: relocate node 20–25 feet away and avoid placing directly above parent — clear, actionable, and realistic.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not acknowledge any customer frustration or difficulty; tone was transactional rather than empathetic.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated information when needed, and maintained engagement despite customer’s interruptions and dropped items.
X3 Met Overall experience conf 90%
Agent used information provided (serial, LED status, app feedback) without unnecessary repetition; minimized customer effort by confirming status remotely.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Hi Raquel, I am setting up a node with my first links. I've got the linksys model MX6200. Uh I've got Windows that is installed on it, it was on Amazon Warehouse. The router's only had a quick use. So I think it's good to go. I'm just got to set it up. Do you have a Mac Adaptors or adapters that I could use to hook it up to get this all going? [silence] No. Just to have. So, I've got the current Wi-Fi that's running throughout the house, fairly well. So, I've got the one [silence] what do you call it? the [silence] [silence] the [silence], like the circle, what do you call it, like a [silence] [silence] [silence] [silence] [silence]
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 one now. For out of warranty products, paid support may be available. 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. Thank you for calling Lynx. My name is Raquel. And how may I assist you today?
00:00
Speaker 1
It set up as the main router. I bought another one that's a duplicate of that one to set up as a node, and I'm having some issues getting it to connect. Yes, it is serial number 58W10M2E04120. No. It's a number four after two. Then echo.
01:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. I see you're trying to add a cell node to your existing mesh node. May I have the serial number of that node to address it properly? Mm-hmm. Okay. Uh-huh. Let me make sure I got it correctly. So that's 58, W for whiskey, 101, M for mary, number two and E for Echo for the number after number two.
01:00
Speaker 1
04120 no 7708805596 ddvr at gmail.com you know what? I think it says hmmm it may have worked because I'm looking on my app under nodes it says internet I've got the main one there's Casa as our main router and then the child node is under that as an extender and it's acts
02:00
Speaker 2
Okay. And then after the echo, may have the numbers again. All right. Thank you. And is this your first time calling Linxis? May have your phone number so I can pull up your record here. All right. Thank you. Let me check it here. Right. Seems the number has no record. But how about email address? Okay. Can you spell that for me? Mm-hmm. Mm-hmm. Mm-hmm.
02:00
Speaker 1
It actually showing the Wi-Fi. White. Yes, ma'am. Okay. Yes, it does. Yes, ma'am. It does. Say, firmware is up to date. Yes, ma'am. Yes, ma'am.
03:00
Speaker 2
Okay, and Manu, what's the color light now on the node that you're trying to add? Solid white, not blinking. All right. Can you go to network administration on the menu option? Menu with the three lines, then network administration, double check here if it shows the second or the child node connected to the main parent node. That's great. And can you select it and make sure it shows up to date version? Make sure it's, verify it's up to date. All right, and just to verify, it's currently near to the main parent node, right? This child node. All right. Actually, it's able to connect now solid white, so you can unplug it.
03:00
Speaker 1
Perfect. And how how far away do you uh recommend? Could I go on a second floor directly above? Okay. Perfect. All right. Thank you.
04:00
Speaker 2
and relocate this child node. It's we're able to successfully connect it. For the ideal distance, it should be uh 25 20 to 25 feet away from the main parent node because it's using a 6 gigahertz 5 Gigahertz backhauling that's why that's the ideal distance 20 to 25 feet away from the other node. Yes, but do not put it directly above two two with the main because it might be on the zero Wi-Fi signal. So you can try moving it a little bit like left or right corner side. As long as it's on top. All right. You're most you're most welcome. And by the way, in case you're going to call us back in the next [silence]
04:00
Speaker 1
Sorry ma'am, I dropped some stuff. What were you asking? Okay, it's d-de-vasis at gmail.com? No ma'am. D for delta, E for Edward, E for Edward, D for delta, E for Edward, E for Edward, V as in Victor, E as in Edward, R as in Ralph, S as in Sam at gmail.com.
05:00
Speaker 2
m, Mai, do you have your email address? because I, I can save it on your record here. Uh, May have your email address. again, I'm sorry I didn't get that. Can you spell your email? D Dverse. Um, can you spell that again for me, I'm sorry. I want to make sure I got it correctly. It's D for Delta D for Delta. And spo. I Thank you so much. And your first name and last name. I Thank you, DD. And anything else that can assist you with Lens? I
05:00
Speaker 1
You too. You too. Bye bye. Thank you.
06:00
Speaker 2
Welcome. It's once again Red Call. Thank you for calling sis and have a wonderful day. Bye. Take care.
06:00