V2 Rubric Detail — f7f09e94-70d5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 20:39
Duration
14m 45s
Contact
Laranda C
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134844
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_adding new CN to the existing network

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+20.0)

V2 Grader Summary

The agent correctly diagnosed the solid purple LED as a ready-for-setup state on an Intelligent Mesh MX2000 system and guided the customer through the Linksys app to successfully add the child node, which turned solid blue. All technical information, troubleshooting steps, and communication were accurate, appropriate, and empathetic, resulting in a full resolution without escalation.

V1 Case Analysis

Child node with solid purple LED on Atlas 6 Intelligent Mesh system was successfully added via Linksys app. Node transitioned to solid blue and is operational. Agent misidentified model as MX2000 and did not verify parent node internet connectivity.

Troubleshooting Steps
  • Identified purple LED as ready for setup state per Intelligent Mesh LED guide.
  • Guided customer to use Linksys app to add the node.
  • Advised waiting 4–6 minutes for node to transition to solid blue.
Key Observations
  • Agent correctly identified solid purple LED as 'ready for setup' state per Intelligent Mesh LED guide (led_intelligent_mesh_consumer.md).
  • Agent guided proper app-based node addition procedure, resulting in successful connection (node turned solid blue).
  • Agent misidentified the product model as MX2000 despite the customer clearly stating 'Atlas 6' at [02:00].
  • Agent did not verify parent node internet connectivity before troubleshooting child node setup.
  • Agent did not confirm the actual product family (Intelligent Mesh) despite customer providing model name, though guidance was still correct for Intelligent Mesh.
  • No case number was provided after stating a case would be created.
Positive Highlights
  • Correctly interpreted solid purple LED as 'ready for setup' state per Intelligent Mesh LED guide.
  • Successfully guided customer through Linksys app to add the child node, resulting in operational connection.
  • Accurately advised waiting 4–6 minutes for node to transition to solid blue after pairing initiation.
  • Confirmed resolution when node turned solid blue and appeared in app node list.
  • Maintained polite and patient tone throughout the call.
Agent Errors / Gaps
  • Misidentified product model as MX2000 when customer explicitly stated 'Atlas 6' at [02:00].
  • Failed to verify parent node internet connectivity before proceeding with child node setup.
  • Did not confirm actual product family despite customer correction, though guidance remained technically correct for Intelligent Mesh.
  • Did not provide a case number after stating a case would be created.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms the node turned solid blue and the app shows two nodes; agent confirms successful addition.
R2 Met Diagnostic thoroughness conf 97%
Agent guides customer through app-based node addition, interprets LED states correctly, and confirms progress via app feedback.
R3 Met Correct resolution path conf 96%
Agent correctly identifies the MX2000 as Intelligent Mesh and uses the appropriate app-based method instead of factory reset or ISP escalation.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies the purple light as setup-ready, confirms model via serial, and determines the node is unpaired but functional.
T2 Met Appropriate tools / resources used conf 96%
Agent uses the Linksys app — the correct and recommended tool for adding a node in Intelligent Mesh systems.
T3 Met No misinformation conf 98%
Agent accurately states that solid purple = ready for setup and solid blue = connected and healthy, per KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent sets expectations, maintains control, guides step-by-step, and manages transitions smoothly despite customer digressions.
C2 Met Confirmed understanding conf 95%
Agent explains 'parent' and 'child' nodes clearly, checks understanding, and adapts language to avoid technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case from start to finish, does not transfer, and stays on the line until resolution is confirmed.
O2 Met Proactive follow-through conf 96%
Agent provides clear next steps: wait 4–6 minutes for connection, then move the node; offers to stay on the line.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this is the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and resolved successfully.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was needed; issue resolved without escalation.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent uses polite, patient language, acknowledges customer frustration with installer, and ends with warm closing.
X2 Met Tone & rapport conf 96%
Agent matches customer’s pace, allows time for actions, and maintains supportive tone throughout.
X3 Met Overall experience conf 96%
Agent avoids unnecessary steps, uses existing app functionality, and minimizes customer effort during setup.
Call Transcript22 turns · 22 lines
Speaker 1
Hi there. I got the Atlas 6 about a year ago and a tech person was sent out from my internet provider to hook everything up. But apparently he forgot to hook up one of the units. Uh it has a
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 products paid support 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 Linksys let's see oh how can I help
00:00
Speaker 1
purple light on. The one that I, one of them has a blue light on, and I know that one's working, but one has a purple light. How do I connect that? There's two serial numbers. I'll give you both of them. The first one is 50 D as in dog, 10 M as in Mary 2 CD 08705. Well, it's on the side of the box. It doesn't say which one is the main one. It's just got two serial numbers listed. [silence]
01:00
Speaker 2
Oh, okay. Let me just double check that one first. What unit you have? Can you provide me the serial number? Thank you so much. Let me repeat the first serial number you provided. That is this is the parent node, right? Or this is the main one? Oh, okay. The main one, ma'am, is actually the one that's connected to your internet service provider.
01:00
Speaker 1
correct and one that's purple yeah well it came as a set there were two units in the box Altama one one
02:00
Speaker 2
You’ve mentioned you have one node that is solid blue, right? right? Okay. So, so this one is the mx2000. This is the model number, right? Right? Okay. And the other one that is purple, is it also mx2000? Okay. Ah, okay. Oh, okay. So I'll just use this one since they came together as a one unit. So, let me just create a case ticket first before we move forward with your concern, uh, who's your internet service provider? Ah altema. Okay, thank you so much. And, um, what's your email address? email.
02:00
Speaker 1
N N E I G E 11 at, no, wait, wait, wait, I get, you a different one to that. Which one do you have? Oh, well just let me go and give you this one then. 11 N E I G E 11 at gmail.com. It's the N for Nancy. No, Z, G as in gopher. Laranda it's L A R A N D A. Hutchins, H U T C H I N S.
03:00
Speaker 2
is that m for Mary or N for Nancy after 1-1 okay so that is 1-1-N-E-I-Z-E 1-1 gmail.com yes thank you so much and that one and first name and last name
03:00
Speaker 1
Oh, this thing is cold. Gotta find a place to plug it. Hold on. Okay, it's plugged in. Oh, it's blue. It's blue! Uh-uh. Okay, it's blinking now. Uh-uh. yes non... Yes, it's open. Uh, I'm looking at, uh, support. I can go back to the main page.
05:00
Speaker 2
All right. So that one will not yet. It will actually recover. That's a normal process since you just plug it in. It will start blinking in a few seconds and then we'll have to wait for it to turn back to solid purple. All right. And do you have, ma'am, the Linksys app? Okay. Can you open Linksys app for me while we're waiting for the child node? Okay. What can you see on the Linksys app? Yeah, let's go back to the main page.
05:00
Speaker 1
Okay, I'm on the main page. It's still blinking blue blue and blue and then black. Yes. It's been great. I have no complaints about it at all. It does a great job, but it's just, I don't know, the guy that set it up was nutty.
06:00
Speaker 2
All right, so, um, so just leave the page as it is for now, um, we will navigate to a different options that you have on the app once the cell node is back to solid purple. Let me know if the node now... Okay. So far you have internet, mom, right? You have internet connection on the main one? Okay. Okay. But when you purchased this one last year, like a year ago. So you've been using one only.
06:00
Speaker 1
Yes. Okay. It's purple now. Uh huh. Okay. Okay. Done. Add node to elijah. Oh. Sorry. Um. Elijah. Yes. Terms and conditions. Agree. Plug additional nodes into power near the router. Okay. And hit next. Make sure everything is start finished setting up starting up. The light will blink.
07:00
Speaker 2
Alright. So, since it's purple, um, let's go back to the Linksys app and then on the app, uh, on the app, there's a three, three lines on the upper left-hand corner. I want you to select that one. All right, and then scroll down, look for an option, set up, a new product. And then select, yes. So, click next and then, yes. Click next. Yes, click next.
07:00
Speaker 1
when starting up and turns solid when it's ready, it's still he purple. Okay. Hit that. It says it's looking for your child node. I don't know what a child mode is. There's no children in the house. Says it could take up to a minute. I don't know. [silence]
08:00
Speaker 2
Okay. And then I think you have an option that says node light is solid, right? Yes. Select that one. And then what's your option now? The child node. Yeah. Okay. The child node is the node that is solid purple. So the main one that's connected with your internet service provider. We call that one as a parent node. And then the extension.
08:00
Speaker 1
and it's still solid purple it says there it can take up to a minute yeah it's it's blinking purple it says it could take four to six minutes per child there okay okay
09:00
Speaker 2
Okay. All right. So I think there's a loading bar or a progress bar that's actually progressing. That's good. So that means the parent node was able to look for the child node. So since it's already blinking purple, we'll just have to wait four to six minutes for them to establish a good connection and then once the child node is connected, it will turn solid blue. So that means you can move that node to your preferred location once they're connected. So if you need to do something else while we're waiting, you can take your time. Okay? Just let me know if you see any changes on the color. Okay.
09:00
Speaker 1
Oh, it's solid blue now. Uh, it says your network, then it says, cause a picture of the router, has a picture of child node one, it says next, so I'll hit next. Go ahead and move your child node. So I can unplug it and take it to another room. Okay. Finish. Under nodes it says two.
13:00
Speaker 2
All right, that's good and what do we have on the links here app? That's good, yeah, click next. Yeah, but you have an option to click finish, so select that one first, then go back to the main page of the app. Yeah.
13:00
Speaker 1
No, that's okay. I guess it's done. I'll just wait another three to five minutes, and then when it's done, I'll go to the other room with it. I will. Thank you. I appreciate you're happy. you're great.
14:00
Speaker 2
[silence] [silence] It will actually show to [silence] to [silence] since you have now [silence] one child node as an extension. [silence] So, [silence] um, yeah, you can unplug [silence] this child node and then move it back to your preferred location. [silence] We just have to wait another [silence] um three to five minutes. [silence] So, [silence] we don't need to do anything. [silence] We'll just have to wait for it to fully boot up and then [silence] yeah, it'll turn back to solid blue. [silence] Would you like me to stay on the line? [silence] All right. [silence] If you have any additional concerns or questions, just feel free to give us another call, okay? [silence] Okay. [silence] You're welcome, you're welcome. [silence] You have a great day now, you take care. [silence]
14:00