V2 Rubric Detail — f3eb1c8e-6676-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 15:54
Duration
22m 34s
Contact
Ed Hvizdos
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133255
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall80.0% (+24.0)

V2 Grader Summary

The agent correctly diagnosed a hardware issue through power adapter testing and reset attempts, then initiated a valid RMA with ticket LTS-00133255 and a 3–5 day replacement timeline. However, the agent provided technically inaccurate information by stating the MX5500 should flash red during reset — contradicting documented behavior in universal_factory_reset.md, which specifies solid purple as the reset confirmation. Despite this error, the overall resolution was appropriate and customer was given a clear path forward.

V1 Case Analysis

Customer unable to add MX5500 node; node shows solid blue then flashing, likely power‑adapter issue. Replacement ticket LTS-00133255 opened.

Troubleshooting Steps
  • Checked LED status and asked about current light color.
  • Instructed customer to press and hold the reset button.
  • Guided power‑cycle of the node and verified voltage/amp rating of the adapter.
  • Swapped the power adapter with a known‑good one to test for adapter failure.
  • Determined the adapter is likely defective and opened a replacement ticket.
Key Observations
  • Agent incorrectly stated that solid blue LED indicates the node is already added (MX5500 KB: solid blue = fully operational in mesh; blinking blue = setup mode).
  • Reset button hold time was not specified (KB requires ~10–15 seconds; agent said 'press and hold' without duration).
  • Agent instructed customer to watch for solid purple/pink LED (not standard for MX5500; correct post-reset state is blinking blue, then solid blue on success).
  • Power-adapter swap was a valid diagnostic step, and LED behavior improved with known-good adapter ([11:00], [12:00]).
  • Agent failed to confirm warranty status or eligibility before offering replacement path.
  • Long silences and repeated vague instructions ([07:00], [12:00]) disrupted call flow.
  • Agent collected contact info, serial number, and opened a valid replacement ticket (LTS-00133255), providing a clear next step.
Positive Highlights
  • Collected serial number (RBK10M29C00159), phone number, and email ([04:00], [16:00]).
  • Opened a replacement ticket (LTS-00133255) and communicated the process to the customer ([21:00]).
  • Correctly identified the power-adapter as the likely cause of the node’s failure and validated it via swap ([10:00]–[13:00]).
  • Maintained a courteous tone despite the customer's frustration and technical difficulties ([22:00]).
  • Provided a clear next-step path: replacement unit will be shipped upon receipt verification.
Agent Errors / Gaps
  • Misidentified solid blue LED as indicating the node was already added ([02:00]).
  • Provided inaccurate LED color descriptions (expected solid purple/pink) for MX5500 ([06:00], [11:00]).
  • Did not state the correct reset duration (10–15 seconds) per KB ([03:00], [08:00]).
  • Failed to explicitly confirm warranty status or eligibility before offering replacement ([21:00]).
  • Inefficient handling with repeated, vague instructions and long silences ([07:00], [12:00]).
  • Incorrectly suggested checking for 'Vellops setup Wi-Fi name' (not applicable to MX5500; this is for VLP or older setup methods) ([07:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent created LTS ticket LTS-00133255 and offered a replacement unit within 3–5 business days, resolving the hardware issue.
R2 Met Diagnostic thoroughness conf 95%
Agent performed relevant troubleshooting: reset button test, power adapter swap, LED observation, and verification of setup steps before concluding hardware fault.
R3 Met Correct resolution path conf 96%
Agent correctly identified a likely hardware defect and initiated an RMA path rather than dismissing the issue or blaming the customer.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified the symptom (node not appearing in app despite solid blue), asked about setup method, reset attempts, power source, and verified serial number.
T2 Met Appropriate tools / resources used conf 92%
Agent used appropriate diagnostic tools: LED status interpretation, power adapter testing, and reset procedure — all aligned with KB guidance for hardware faults.
T3 Not Met No misinformation conf 91%
Agent incorrectly stated that the MX5500 should flash red during reset (‘20 seconds left... did not go red’), but per universal_factory_reset.md, MX5500 resets via solid purple after 10–20 seconds hold — no red flash required.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained structure but had long unexplained silences, repeated unclear prompts, and lost momentum during adapter swap.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms like 'blinking blue', 'solid purple', and 'reset button' without consistent comprehension checks or simplification.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, created a ticket, and committed to replacement without transfer.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: email receipt, ticket number LTS-00133255, and 3–5 business day replacement timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent escalated appropriately after confirming hardware fault through testing — valid trigger per universal_escalation_guide.md.
E2 Met Escalation prep & handoff conf 94%
Escalation included ticket creation, customer notification, and clear timeline — correct path and communication.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite but did not acknowledge customer frustration or effort, e.g., when customer struggled with reset button.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace but did not adjust tone or speed during customer pauses or confusion.
X3 Partially Met Overall experience conf 88%
Customer repeated reset attempts and adapter swaps — necessary steps, but could have been streamlined with clearer initial guidance.
Call Transcript37 turns · 40 lines
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 devices 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 Linksys. This is May, how can I help? This is May from Linksys. What is your concern all about? [silence]
00:00
Speaker 1
I just bought a model MX 5500 to add to my system. And it will not find it. I correct. Yes, I bought a three-pack years ago. And uh yeah, it wouldn't it doesn't reach into my garage. And I just added a system that requires Wi-Fi out there. And so I was just going to add a node out in the garage for it. And I cannot get the new node to be found, I guess is what I'm trying to do. Um this will be my fourth. I have one that's the router that is the hub uh and two of three of the standard nodes that that sit about 50 to 60 feet apart. Um the longer distance should be okay, no problem between them. Cause from what I read between a three, a four pack those distances are, um you know, great it works pretty well. Um the uh new locaton's going to be about triple maybe cresk distant, um out from the uh last node. Uh my question is, are they set up to mesh exactly all nodes or only the last one or hub or extended uh whatever because it was one. It was iffy getting the pair of wands in he was actually off my rear end uh, added top of my house. It was good with um yeah, iffy. So I'm thinking maybe I need a stronger WAP. I don't know if you have any suggestion to make that connection more positive. Um the software just says looking for instant device. Um and or I guess it is not looking after two or three minutes. Anyway, thank you so much. I really appreciate your help as always.
01:00
Speaker 2
okay you're using the Linksys app so just to make sure you but another Linksys just to add it to your existing mesh am I right okay can you have this okay three packs okay and you bought how many MX 5500
01:00
Speaker 1
correct, correct you
02:00
Speaker 2
You only bought one pack. I mean one unit just to add it as an extender. So, you need to plug in this one right beside the main node. It should be plugged in within five feet. Okay. And then what's the light indicator on top? The extender you mean? The one that you're trying to add. That means it's already added actually since it has already a solid blue light on top. And if your linksit. Uh, uh, go ahead. You're using the Linksys app just to check the status, right?[silence]
02:00
Speaker 1
I followed the directions, the, shh, shh, shh. I followed the directions on the package to add an app or add a node. As soon as I plugged the the node in, right out of the box, the thing's solid blue. It won't find it with Bluetooth. It says there's no new nodes and my system says there's only three. The router and two nodes. So it's not added to the system, but it's solid blue and it won't be found on Bluetooth.
03:00
Speaker 2
and are you using a linggis app probably the node already has something wrong with it since it's just saying sold balloon though it's not yet added can you try to press and hold the reset button just press and just press and hold it and let me know if the light on top flash
03:00
Speaker 1
You're pressing and holding and nothing's happening. Correct. Yeah. 43. K is in kilo. 10. M is in mike. 29. C is in Charles. 00159.
04:00
Speaker 2
It's saying solid blue still. okay. let go now. And uh, tell me the serial number? the serial number is on the sticker underneath. okay, just to verify, uh, the serial number I have here four.
04:00
Speaker 1
correct. [[silence]] Amazon. [[silence]] No. [[silence]] Yeah, it's on the computer here. [[silence]] Okay. [[silence]] switched off, lights out. [[silence]] Output 12 volts, 2 amps. [[silence]] You want. [[silence]]
05:00
Speaker 2
RB Kilo, one zero Mary two nine, Charlie zero, zero one five nine. And you bought this one from where? Is it from Best Buy? Amazon. And you still have their receipt? Okay, one second. Try to switch it off. There's a switch underneath. Just switch it off. And unplug the power adapter from the outlet now and tell me the voltage and average indicated on the power adapter itself. There is input there and output.
05:00
Speaker 1
the input as well. Do you want it? Yep, correct. I'll just plug back in. I turned it on. It's solid blue. Okay. Oh, there we go, it's blinking. That's the first time it's done that. Yeah. It changed to a light blue and just went back to dark. Blue.
06:00
Speaker 2
Okay. So it's 12 volts to amps, it's fine. And it's plugged in directly to the outlet, not to a power strip. Okay, you can now plug it back in. And uh you can turn on the node and tell me if it will flash blue. Okay. Just keep an eye on it and let me know if it blinks. Okay, blinking blue. I'm running a timer here. Just uh update me if it changed to solid purple or pink. That's the LED indicator.
06:00
Speaker 1
[silence] Okay, hang on. [silence] [silence] Can you hear me? Okay. [silence] Me and my phone don't get along, so bear with me. [silence] [silence] [silence] Do vet poles have to set up to correct to guess what I'm looking for? [silence] No.
07:00
Speaker 2
Okay, check your Wi-Fi list. And look for Vellops setup Wi-Fi name. Okay. Not the guest. Can you see another Vellops set up name?
07:00
Speaker 1
I'm pressing and hold it. Uh, it's flashing. I'm holding. Still flashing.
08:00
Speaker 2
Okay. Cause underneath this MX5500, it has its own it's own wifi name indicated that starts with bellow set up. So since the wifi is is not broadcasting overall, try to press and hold it again. I'll start my timer here. Let me know if you're already pressing or resetting the button. Okay. Time your stars now. Just keep holding it and can you checks till the light status on top? Lemme know if it's flash. Okay. Keep holding it and put a little pressure pressing the reset button.
08:00
Speaker 1
This one's solid. One solid. One solid. Yeah, one solid blue again. Just got a brighter blue. You want me? No. It's just a darker blue now. No. No red, no pink. Okay. Correct. Correct. It is.
09:00
Speaker 2
20 seconds left. The light. The LED did not go. Pardon. It changed to solid red. It never turned to flashing red. You never see a red light on it. Okay. You can now let go. Timer is up. And it's back to steady blue again, right? Okay. Your other Linksys devices, is it also MX5500 or not? Okay. Can you, since you have an existing 3 mesh system there, Try to swap the adapter. Let me check if it's the adapter's issue. Just, uh, grab one of your working extender. Uh, and let's just use its power adapter for the meantime to use it this brand new one.
09:00
Speaker 1
All right, different end of purchase phone. Solid blue. Oh, starting blank. And that's what my other ones do. That's kind of what I was waiting for. This thing to do and it doesn't seem to want to. Uh-oh.
11:00
Speaker 2
thank you. and it's blinking blue now or is still steady blue? uh okay after blinking blue, the light should be solid purple or pink. we'll see. It will just take a minute, supposedly. uh-huh yeah because that's uh if ever it will have a steady blue light still, that means uh the node itself has a hardware issue.
11:00
Speaker 1
Okay. It's still [silence]. Yeah. Actually acting like my other ones now. [silence]. Oh, no, I [silence]. Yeah, I'm referring to the new one. [silence]. Because the [silence]. It's been [silence]. Everything's really quick with this one now, it's [silence] [silence] There we go. We got the right light now. [silence]. It's a purple light. Yep. Yeah, I want to try something real quick if you'll bear with me. [silence]. I think I might've. [silence]. Yeah. [silence]. My [silence]. The outlets in my house are up that upside down compared to everybody else's.
12:00
Speaker 2
Is it still flashing blue? Okay, we see it's still it's Calling your child mode. Don't. Power it on. Let's just focus on this brand new one that you purchased. Yes, the one. Okay, it's blinking. It's purple, this time. But it's currently using the other, I mean, the working child nodes power adapter, right? Uh, Yes, sure. Take your time. I'll just stay on mine. [silence] Is it
12:00
Speaker 1
I'm plugging the adapter in differently. So I'm plugging in the old, I'm plugging in the old adapter to see if it, if that is the problem. It's not flashing, so I have a power source problem apparently.
13:00
Speaker 2
Okay. The old end up there. Okay. [silence] It's flashing. The usual connection. [silence] Is this spectrum your internet provider? Your internet service provider. Is it spectrum? Front here, okay. [silence]
13:00
Speaker 1
Yeah, I can't get it to flash a flushing of moments? Yeah, let's turn it on. [silence] Yeah, I can't get it to flash in a moment. No. Yeah, let's turn it on.
16:00
Speaker 2
flashing blue, okay and you just turn it on. [silence] okay, can I have your email address? active email? That's echo, David, 29 at me.com. Is that correct? And how about your first name and last name? Your first name and last name. Okay. And this is your phone number 260-417-8380. Is that correct? At this point, is it still blinking blue? Uh, back to steady blue. Hmm.
16:00
Speaker 1
no, I do not. is stupid to press a button with my big fingers. Yeah, it's pressed,
18:00
Speaker 2
probably it has really something to do with the power adapter. And uh for the meantime, you don't have extra power adapter that has same uh power specs, right? The 12 volt and 2 amp. Since it's being used with the rest. Okay. And do you have a computer that can be uh no no, it's no need since we already uh conclude that it's the power adapter's issue. About the last time, kindly press and hold again the reset button on this node since the original power adapter is back.
18:00
Speaker 1
Just flashing light blue. Then went to solid blue. Yeah. I went to the darker blue. Yes. All right, I let go of the reset button and it started flashing on its own. Still (?) Still blinking blue. But it did this with Uh this is how it worked with the records. Yeah, Um, [silence]
19:00
Speaker 2
Okay, keep holding it and put a pressure pressing the reset button. Okay, same behavior as earlier. ... but blinking blue, right? Not blinking red. Okay. And it's plugged in directly from the power outlet, right? Right now, okay.
19:00
Speaker 1
Yeah. Uh, stop: That's light blue like the rest of them, uh, oh no, this one dark blue, dark blue. Oh, it's flashing again. Yeah, I've moved it.
20:00
Speaker 2
Field link kidding blue 30 seconds to mark. Okay. Blinking blue. Okay. And again, it's directly connected to the power outlet. Okay, timer is up.
20:00
Speaker 1
I just went back to solid blue again. Correct. Like, like yesterday. And I delivered it this morning.
21:00
Speaker 2
So far it's not, a solid blue, but a flashing. And Ed, I will gonna send you an email. Kindly reply to it. Providing the receipt of proof of purchase that you have the receipt, because we can actually have this one are replaced. You just bought it from Amazon, right? Was it just within a week or more than? Okay. Is it still covered for replacement? So that they can process that immediately from our side, it will take three to five business days before, it depends, before you receive the replacement units. Can you still try to like contact Amazon for this and let them know your contact details?
21:00
Speaker 1
OK... Okay. Thank you. You too. Bye-bye.
22:00
Speaker 2
You can have it replaced or just let them know that it's the adapter issue. And just in case they refuse, I created a case here at ticket number which is LTS-00133255. Feel free to call us and let us know so that we will be the one who will replace the unit. Okay? All right. Thank you so much for your time and we'll add... you take care. Bye-bye. Bye.
22:00