V2 Rubric Detail — f5d4f878-70c4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:37
Duration
31m 45s
Contact
Clark Sheakley
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134822
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200C_Child node got disconnected from the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent collected basic device info but avoided meaningful troubleshooting, failed to use available tools, and did not offer any resolution path, effectively evading responsibility for resolving the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.88/5
Technical1.50/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The customer resolved the issue independently, resulting in a successful outcome. However, the agent failed to conduct any meaningful troubleshooting, avoided using diagnostic tools, and provided no technical guidance. The interaction was marked by poor communication, repeated requests for the same information, and a lack of ownership, constituting clear avoidance of support responsibilities.

V1 Case Analysis

Customer reported child MX4200C node (solid purple LED) not connecting to bridge-mode parent with Ethernet backhaul. Agent collected model/serial numbers but repeatedly misread them, provided no troubleshooting steps, and failed to acknowledge customer frustration. Customer self-resolved by re-pairing via Wi-Fi and terminated call.

Troubleshooting Steps
  • Requested model number (initially incorrect)
  • Requested serial numbers for parent and child nodes (multiple misreads)
  • Asked about bridge mode and Ethernet connection
Key Observations
  • Agent repeatedly misread serial numbers and confused MAC address with serial number (e.g., [28:00] 'that's the mac address of the uh uh parent node right child uh how about the serial number')
  • Agent failed to correct the model number until [30:00], initially insisting on MX4300C despite customer stating MX4200C
  • No troubleshooting steps were provided for the purple-LED child node (KB-backed steps: accessing http://192.168.1.1, using 5-press method, or verifying Ethernet backhaul configuration per led_intelligent_mesh_consumer.md and universal_5press_models.md)
  • Agent ignored customer frustration and repeated requests for already-provided information (e.g., [07:00] 'I've said it several times here')
  • Call ended without agent verification of resolution; customer self-resolved and terminated abruptly
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Repeatedly misread serial numbers and failed to confirm correct model until late in the call
  • Provided no guidance on how to add or pair the child node (KB-backed steps: accessing http://192.168.1.1, using 5-press method, or verifying Ethernet backhaul per led_intelligent_mesh_consumer.md and universal_5press_models.md)
  • Failed to verify bridge-mode configuration or Ethernet backhaul status
  • Ignored customer frustration and repeated requests for already-provided information
  • Did not acknowledge or apologize for confusion and miscommunication
  • Failed to provide any concrete troubleshooting steps despite 30+ minutes on call

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer stated they fixed the issue themselves: 'I fixed it myself... it's working. So, I don't need to help anymore.'
R2 Not Met Diagnostic thoroughness conf 95%
Agent only collected model/serial numbers and asked no diagnostic questions about LED behavior, Ethernet backhaul, or bridge mode implications; no troubleshooting steps were executed.
R3 Not Met Correct resolution path conf 90%
Agent failed to select or follow any resolution path (e.g., checking admin UI, interpreting LED, verifying bridge mode settings); case was abandoned after data collection.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (child node not connecting, purple LED) but did not ask key diagnostic questions (e.g., Ethernet port status, bridge mode configuration, parent node LED).
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., web UI at http://192.168.1.1, remote session, logs) were used despite being appropriate for diagnosing bridge mode and node status.
T3 Not Applicable No misinformation conf 100%
Agent provided no technical guidance, instructions, or recommendations that could be assessed for accuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeatedly asked for the same serial numbers, became confused between MAC and serial, and lost control of the call flow.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent terminology (e.g., confusing MAC with serial), did not confirm understanding, and failed to adapt to customer frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—after collecting data, they offered no next steps and allowed the customer to self-resolve without intervention.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up plan was established; the call ended abruptly after customer self-resolution.
O3 Not Met Closure confirmation conf 90%
Agent re-asked serial numbers multiple times, failed to distinguish MAC from serial, and showed no use of prior information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted—the issue was resolved by the customer during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy or acknowledgment of customer frustration; tone remained transactional and procedural throughout.
X2 Not Met Tone & rapport conf 90%
Agent failed to adjust pace or tone despite customer expressing repeated frustration and confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial numbers at least three times due to agent confusion and poor information handling.
Call Transcript32 turns · 35 lines
Speaker 1
Yeah, I've got a mesh with my parent node set up as a bridge and one of the child nodes won't connect to the parent.
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 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.
00:00
Speaker 1
Well, it was working, but I just noticed it. I don't know how long it's been like that. It has a child note turned red. And so I I tried fixing it and I I couldn't uh get it to connect, so I did a complete uh reset. And I have a purple light on it right now. The child. and and I have it um on ethernet cable connected to it on my parent bridge, and they're in the same room. But I have a
01:00
Speaker 2
OK, was this working before, sir, or this is the first time you're going to your finger mm-hm. What is it, um, uh, which one has the purple light, sir? OK. Yeah. How far is it from your power source? Mm-hm.
01:00
Speaker 1
Ethernet cable from the parent bridge to the child and it's still the light and I tried powering off and rebooting and it came back purple. Okay, it's MX- 4300C. Both of them. Both of them. 4300C.
02:00
Speaker 2
Okay, okay. Because once you reset the node, it will like set back to its default setting, like it's ready for setup, okay? But before we continue with troubleshooting, may I know the model number and serial number of your node? Let's start with the parent node, then the non-working child node. That's on the parent node here. Again, MX4300-C. How about the serial number?
02:00
Speaker 1
Let's see. I'm gonna have to take a picture of it. It's too small. It's uh 38 u10 M 39 a26611. Yeah, that could be a three 8 or a three B. I can't tell. the the first two numbers, it's either 3, 8 or three or three B. That's correct. Yeah. Yeah.
03:00
Speaker 2
let me check if I got it correctly. Okay, that is 3 8 U for umbrella 1 0 M for Mary 39 A for apple 26611. That's after for, um, M for Mary or the first two letters? Okay. Okay. And, um, this is the parent node, sir? Okay, again, that's M X four three zero zero zero C. That's the one stated at the bottom of the device, right? And how about the, um, the child node? Sure. The serial number? [silence]
04:00
Speaker 1
OK. I'm keeping that. That is E3, 89 F804446F52. Yes. Like I said before, it's the saying. They're both, they're all the same. I don't know. I can't tell.
05:00
Speaker 2
Always better or closer. TV remote, where is it? Okay, that's the serial number of the child note. And if you're going to check it sir and same thing underneath, what's the model number? Again, Again the serial number sir is E for Edward and then three eight nine. And then F for Freddy.
05:00
Speaker 1
I'm looking at the uh even uh those letters are so you guys print those serial number so small even my camera can't pick it up I'll have to try again here [silence] It's E H 89 F 804 46 FK
06:00
Speaker 2
you can depend upon the speaker like how far is this going to go from the numbers down that is several that it's not going to be uh-huh so we're going to need to okay guys Yeah, okay. So this wireless power, how far is this wireless power thing? So we have $4,000 that will be worked in the network. Okay. [silence] I'm sorry. Yeah, but but uh, I got the distance of it's challenge. [silence] How far are they from one? How uh, how far is the other one?
06:00
Speaker 1
F52. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yeah. I've said it several times here. yeah. we're talking about the child. why do you keep asking? we're talking about the child node. I said, I gave you the model number three times and I keep repeating myself, this is the serial number for the child node. that's what we're working on right now. uh, I have had, um. about a year and a half.
07:00
Speaker 2
again that's E for Edward, eight, nine, F for Freddy, eight, zero, four, four, six, F, five, two. this is the child not right? how long? and how long you had this device?
07:00
Speaker 1
February, 2025. I don't know. I don't have the receipt anymore. It's around February 2025. How about that. Got three, including the parent. That's correct.
08:00
Speaker 2
Can you give me like estimated month, day and year? And how many nodes do you have sir? So the parent and the other other child knows their light is blue. Correct.
08:00
Speaker 1
five 71, 216, 8, 114. Clark Sheakley. S-H-E-A-K-L-E-Y. S-H-E-A-K-L-E-Y. My last name at gmail.com. [silence]
09:00
Speaker 2
okay, so you can have also your phone number, and how about your first name and last name? okay, um, last name is spelled S-H-A-K-E-L-L-E-Y, correct? and how about your email address? all right.
09:00
Speaker 1
That's the West. Thank you. Bye.
10:00
Speaker 2
Just to verify your concern right now is you have three nodes, the parent node, the light is blue, and then two child nodes. One is blue, and the other one that that disconnected from the network is right now it's purple, and currently hardwired to the parent node. Did I get it right? Okay. And what's your internet service provider? Okay. And your again the parent node is set up as bridge mode, right? Yes, m m all right, sure to um before we proceed um to um add this child node again.
10:00
Speaker 1
I am using a modem from Verizon Wireless. I'm using a GliNet router connected to the Linksys bridge. I'm not using a Verizon router. I have my own router. It's not a Linksys router, it's another manufacturer's router. It works fine. I can get to the internet through the bridge, but this one child won't connect to that Linksys. I've got the other child that will link to it, but this one won't.
23:00
Speaker 2
you're uh using a gateway from uh Verizon FIOS right Mm-hmm. OK. OK. Because, um, For a moment. okay I just want to verify it again I apologize Parent node is an MX 4200 or is it an MX 4300 it
23:00
Speaker 1
Is that on the bottom of the router. I'm gonna have to. I've done the on the bottom of the note. Okay. All right. Hold on. I
27:00
Speaker 2
uh... yes sir yes yes No.
27:00
Speaker 1
0 no child you want the parent no okay of the serial number of the child it's the 3
28:00
Speaker 2
okay that's the mac address of the uh uh parent node right child uh how about the serial number of the child node server the one you gave me that's the mac address how about the um serial number
28:00
Speaker 1
1U120M39A26598
29:00
Speaker 2
Okay thank you. So, uh, that one I got. No, the third option underneath. Oh, underneath the child note share. Do you have their model number? Can I double check sir? Because based on the serial number sir it shows it here. It's not an MX 4,300 sir.
29:00
Speaker 1
I can send you a picture. What does that say? Oh, it says MX 4200c. It's a 4205B. Yeah. You know what? And so is the parent.
30:00
Speaker 2
and H. Z. B. flag. It's 190 gene. It's 4200 C, right? Then we plug it in the place. So that 1st 1. the 1st. Just disconnect. Flash. Flash. Flash. Flash.
30:00
Speaker 1
I fixed it myself. I went into the bridge node and made a connection and made the connection either a, the Wi-Fi connection to the, uh, that child node and it's working. So, I, I don't need to help anymore. Oh, okay. Thank you. Okay. Bye for now. I took, oh, I guess I, uh, was supposed to send it first. Okay, now we're gonna take a look here.
31:00
Speaker 2
okay. That's why they, okay, no problem with that. Sir, if you need assistance in the future, just give us a call anytime, okay? You're welcome. So, thank you for calling Linksys. This is Carla By for now.
31:00