V2 Rubric Detail — f800229e-5f9e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:52
Duration
9m 35s
Contact
Daniel Juliette
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132139
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Unable to add CN

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+10.0)

V2 Grader Summary

The agent correctly identified the MX6200 (Pro 6E) system and applied the 5-press pairing method per KB guidance. Both child nodes successfully connected and achieved solid white status, confirming resolution. All technical and communication indicators were met, with no escalation required. The interaction was handled professionally and efficiently.

V1 Case Analysis

Assisted Dan Juliet with pairing two Pro 6E child nodes using the 5-press method; both nodes reached solid white and the issue was resolved.

Troubleshooting Steps
  • Collected serial numbers for both child nodes.
  • Instructed 5-press reset on the parent node to trigger pairing.
  • Advised to wait for LED transition from blinking white to solid white.
  • Confirmed both nodes reached solid white.
Key Observations
  • Agent used the correct 5-press pairing method for MX6200/Pro 6E devices.
  • There were several silent periods and an off-topic question about agent location ([05:00]-[06:00]).
  • Agent did not explicitly verify the model number before providing instructions, relying solely on serial numbers and customer description.
  • Customer initiated small talk, which the agent engaged in without redirecting back to the issue promptly.
Positive Highlights
  • Provided accurate, model-specific pairing instructions consistent with Linksys KB.
  • Correctly interpreted LED states (blinking white = pairing in progress, solid white = paired).
  • Confirmed resolution with the customer before ending the call.
  • Supplied the case number for future reference.
  • Maintained a calm tone and gave one instruction at a time during critical steps.
Agent Errors / Gaps
  • Did not ask for or confirm the exact router model before providing model-specific 5-press pairing instructions.
  • Engaged in off-topic discussion about agent location ([05:00]-[06:00]), which disrupted call flow and professionalism.
  • Failed to acknowledge or manage customer's social overture gracefully, allowing awkward silence to follow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms both child nodes are solid white and says 'I think I'm all set,' indicating resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent directs customer to perform 5-press on parent node and monitors LED status, advancing troubleshooting logically.
R3 Met Correct resolution path conf 90%
Agent correctly applies 5-press method for MX6200 (Pro 6E), which is the appropriate path per KB for this model.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identifies symptom (child nodes not connected), asks about LED states, and determines pairing is needed.
T2 Met Appropriate tools / resources used conf 90%
No external tools required; agent uses correct procedural knowledge (5-press) appropriate for the issue.
T3 Met No misinformation conf 95%
Instructions to use 5-press on parent node match KB guidance for MX6200 series; LED interpretations are accurate.
Communication
C1 Met Clear & professional language conf 85%
Agent opens call professionally, asks for serials, guides step-by-step, maintains control despite minor digression.
C2 Met Confirmed understanding conf 85%
Agent uses clear, simple language, confirms understanding through feedback, avoids technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, no transfer, resolves issue without deflection.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps (perform 5-press, wait for solid white), no follow-up needed.
O3 Met Closure confirmation conf 95%
Agent references provided serial numbers and does not re-ask for information already given.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remains polite, patient, and professional throughout, even during customer digression.
X2 Met Tone & rapport conf 85%
Agent adapts to customer’s pace, repeats instructions when needed, and keeps engagement.
X3 Met Overall experience conf 90%
Agent avoids unnecessary repetition, uses provided data (serials), resolves in one interaction.
Call Transcript20 turns · 20 lines
Speaker 1
My name is Dan Juliet. Well, I need help installing my Linksys uh, develop uh, Pro 6E system. Um, I talked earlier to one of your tech
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, please have your device serial number and contact information ready. If unavailable. Hello, thanks for calling LinkSys. My name is Bell. Is this your first time calling? Um. At, um, how may I help you? Uh-huh.
00:00
Speaker 1
Sure, I guess. I have my, so right slaves now? I have two serial number is BN07429538 and serial number is BN07429798
01:00
Speaker 2
Okay. I see. So, you're trying to connect the extended or child nodes to the main node. All right, may have at least one serial number from those child nodes. Okay.
01:00
Speaker 1
[silence]
02:00
Speaker 2
[silence]
02:00
Speaker 1
Well, one would be in the bedroom and the other one would be in the garage. That's the two extreme ends of the house. Uh, the master node has white. Uh, the two child nodes are blue. Yes, ma'am. Okay. Five times uh, instant. One, two, three, four, five. Like that.
03:00
Speaker 2
I see. I was asking what goes on there. what's the light color so the Movement? okay. solid blue for the two child nodes? okay. so, solid blue that means it's ready to pair. what you're gonna do next is to press the reset button of the parent node five times. it's like press, release, press, release on the reset button of the parent node that will connect to those two other child nodes.
03:00
Speaker 1
Okay, give me a minute. En- I'm not sure that it could, can I do it a second time? It's still- it's solid white. Okay, now, I see one of the child nodes changed from blue to blinking white.
04:00
Speaker 2
is it still solid white for the pendant or is it now showing a blinking light? okay still solid white okay you can do it again make sure it's one second per press oh okay that's a good sign you don't need to redo the five button press
04:00
Speaker 1
Okay. Okay. Okay. Okay. They're both blinking white. Uh, yeah, they're still blinking. Where, where uh, where are you in this country? Where are you stationed?
05:00
Speaker 2
Press again. Just wait until the child nodes will turn into solid white. Blinking light, that means that they are on in progress. Okay. [silence] Okay.
05:00
Speaker 1
Oh, I see. I see. I see. It's always interesting to find out where everybody is. Yeah, there the two child nodes are still blinking white.
06:00
Speaker 2
Um, we are actually remotely working. Uh, usually Linksys is located in California, but the they have relocated in the UK. That's okay.
06:00
Speaker 1
yeah they're still blinking okay one is solid white the other one is still blinking
07:00
Speaker 2
Okay? All right, that's good. Let's wake her up.
07:00
Speaker 1
okay, they're both solid white now. okay, they're both solid white. correct. Oh, and they should start up automatically. okay. okay. I think I'm all set. Thank you.
08:00
Speaker 2
Okay, if you have any questions, feel free to reach out.
08:00
Speaker 1
Okay. Okay. I'm ready. What is the case number? Okay. Okay. Okay. So, the case number is 132139. Thank you very much. Bye-bye.
09:00
Speaker 2
Okay, your case number here is one, three, two, one, three, nine. That is correct. So in case if you call us back, just give us this case number so we can pull up the record easily. Uh, you're welcome. Bye bye. Thank you for your time.
09:00