V2 Rubric Detail — f8094c84-65b1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 16:24
Duration
35m 36s
Contact
Douglas Wade
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133126
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+17.9)

V2 Grader Summary

The agent successfully resolved the child node connectivity issue by guiding a factory reset and correct 5-press pairing method, despite an initial misstep in referencing a non-existent pair button. The troubleshooting was logical and complete, and the node achieved stable solid white status. While technical accuracy was briefly compromised, it was corrected in time, and the resolution was confirmed. Empathy and communication were adequate but not exceptional.

V1 Case Analysis

Customer reported child node not connecting; performed power cycle, hard reset, pair button, 5-press pairing; node now solid white and online.

Troubleshooting Steps
  • Power-cycled main router and child node
  • Hard reset of child node (reset button until LED off, release on blue)
  • Pressed Pair button on main router
  • Executed 5-press pairing on main router
  • Verified LED status (solid white) and correct Ethernet port usage
Key Observations
  • Agent obtained a garbled model number (MX6200V10M2BD09558) but did not confirm or validate it; no serial number collected.
  • Agent gave technically accurate reset and pairing instructions that led to a solid white LED, suggesting recovery.
  • Call featured multiple long silences (e.g., [03:00], [05:00], [08:00], [23:00]) and minimal active engagement, reducing efficiency and communication quality.
  • Agent failed to confirm final network functionality—only LED status was validated, not actual connectivity or performance.
  • Agent did not set clear expectations or summarize next steps effectively.
  • All technical guidance (reset, Pair button, 5-press, Ethernet port) was correct per KB.
Positive Highlights
  • Accurate guidance on hard reset procedure (hold reset until LED off, release on blue) per KB for MX6200.
  • Correctly instructed Pair button and 5-press pairing methods, both valid for MX6200 per KB.
  • Confirmed use of correct Ethernet port (yellow-labeled internet port), preventing miswiring.
  • Successfully guided customer to a solid white LED state, indicating mesh reconnection was likely achieved.
  • Recognized Ethernet backhaul topology when customer mentioned it, showing awareness of advanced setup.
Agent Errors / Gaps
  • Did not collect or confirm serial number despite prompting and despite warranty eligibility being relevant to support path.
  • Failed to verify product model clearly—customer provided a garbled model number, and agent did not repeat, clarify, or confirm it (e.g., at [01:00]).
  • Excessive and unexplained silences (e.g., [03:00], [05:00], [08:00], [23:00]) disrupted call flow and reduced customer confidence.
  • Did not confirm final resolution beyond LED status—no verification of actual Wi-Fi connectivity, device access, or mesh integration.
  • Poor call control: allowed customer to drive troubleshooting (e.g., [08:00] customer explains Ethernet backhaul unprompted), and failed to structure steps clearly.
  • Repeatedly asked for light status without guiding next steps during wait periods, indicating reactive rather than proactive handling.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms the node stays solid white and concludes: 'it means it was successfully connected back to the network and you're good to go.'
R2 Met Diagnostic thoroughness conf 90%
Agent guides through power cycle, reset hold, LED observation, and 5-press pairing — logical, sequential troubleshooting steps that directly address the node connectivity issue.
R3 Met Correct resolution path conf 90%
Agent performs full troubleshooting path for a mesh node recovery without dismissing or escalating, appropriate for the customer’s situation and device type.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies symptom (solid red LED), asks about prior resets, checks reset duration, and observes current LED state — a logical diagnostic flow to isolate root cause.
T2 Met Appropriate tools / resources used conf 85%
Agent correctly uses the 5-press method (supported on MX6200) after initial reset, which is the documented and required tool for this model; the mention of 'pair button' is corrected and superseded by the correct 5-press instruction.
T3 Partially Met No misinformation conf 80%
Agent initially instructs to press a 'pair button' on the MX6200, which lacks one; however, they later correctly guide the 5-press method, correcting the error and achieving success.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintains control and guides the process but fails to set clear expectations at the start or summarize the plan, leading to some disjointed pacing.
C2 Partially Met Confirmed understanding conf 80%
Agent uses plain language and avoids jargon, but does not confirm understanding or adapt tone to customer’s visible frustration and difficulty.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all troubleshooting steps, and does not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps: reset, wait, press 5 times, observe LED — with realistic timing and ownership assigned to the customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be a first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remains professional but does not explicitly acknowledge frustration or offer empathy; tone is procedural but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintains engagement and adjusts pacing slightly, but does not actively adapt to customer’s emotional state or confusion beyond repeating instructions.
X3 Partially Met Overall experience conf 80%
Agent avoids re-asking known information and guides efficiently, though repeated 'wait' prompts and unclear initial tool use add minor friction.
Call Transcript50 turns · 53 lines
Speaker 1
Welcome to... Yes, I have an issue with one of my nodes not working.
00:00
Speaker 2
Welcome to links of 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. [silence] Hello, thank you for calling links of Support. This is Tram, how can I assist you with today? [silence] I see, so one of the channel disconnected.
00:00
Speaker 1
well for sure this morning but possibly the last few days the model number is m like michael x like x ray six two zero zero five eight v like victor v like victor one zero m like michael the number two b like baker d like david number zero nine five five eight [silence]
01:00
Speaker 2
and how long did you observe that the childmoid got disconnected, sir? Hmm, I see. Verylet meassist you with this, but before we proceed, kindly provide the model number and the serial number of your linksys device, [silence] got it. How about the serial number, sir, of the childmoid that get disconnected to the network?
01:00
Speaker 1
So it is off. It is it is plugged in. Yes. Correct.
02:00
Speaker 2
So much. Please bear with me for a moment, sir. And what's the light status of this child node, sir, if I may ask? [silence] No light status? Did you plug it in? All right, it's plugged in, but the light status is off. Right. Have you tried to check, sir, if the switch is on or off on the bottom of the router?
02:00
Speaker 1
Just a moment. I can't imagine not being, but just a moment. So, I'm taking a needle needle to go get a ladder.
03:00
Speaker 2
[KEEP_UNCERTAIN] All right. So, the switch is on. [silence] [silence] [silence] And also, so, have you tried to check if the adapter or the power adapter is properly plugged in? Mhm. Mhm. So, if you want to set up, you can probably use the W all right, sir. [silence] And power. [silence] All right. I was able to, I was able to, able to make changes to your details here after,
03:00
Speaker 1
I unplugged it and plugged it back in the blue light is flashing. The light had been red earlier today. So I knew it was had been plugged in. and uh it is blinking blue right now.
05:00
Speaker 2
[silence] I see. All right, so let's wait for a minute or two, sir, until that device is done starting up and we'll check um what's the light status after. All right. [silence] Is it solid red or blinking red?
05:00
Speaker 1
But it was solid red earlier. What was the question? what's the what's usually re before just now where I re- plugged it in I had switched it on and off or I should say off and on I did just now yes I just pushed it and let it go yes [silence]
06:00
Speaker 2
Um, I see. And what troubleshooting have you done so far, sir, with the LCD? This child node. What troubleshooting have you done so far with this child node? Did you reset this one, unplugged, plugged it in? Um, all right, got it. And did you press the reset button, sir, or not? Um, right, how long did you hold the reset button? For one second?
06:00
Speaker 1
Yeah, probably not even a second. Just, you know, push and let go. Hey, right now it has a solid white. So it's looking good now. But earlier it had a solid white for a moment then it went red. So let's wait. Yeah, because earlier today when I tried to reset it, it went white then red. Now it's red. Yes.
07:00
Speaker 2
All right, got it. All right, so let's wait. Now let's wait for a minute or two, sir, just to confirm it will stay solid white. Now it's solid red. Okay. All right, can you?
07:00
Speaker 1
Uh, that'll be difficult, but just a moment. I would let you know that this is Ethernet wired to the main node. That is not a, this is not a Wi-Fi connection. It's Ethernet. Just a moment. I've done this before. So I understand. Just a moment. [silence] [silence]
08:00
Speaker 2
Plug that one, sir, and move it closer to the main node, like about three to six feet away. Alright. We will connect it back later on once we... once we move it closer to the main node.
08:00
Speaker 1
OK. It is plugged into power to in about 3 ft from the main node. Then this would be a Wi-Fi connection rather than a network. It is powered. [silence] And all I did is plug it in. I didn't press reset or anything. It is still flashing blue. [silence]
11:00
Speaker 2
All right, so let's wait here for about three to five minutes and let's wait until the light status is stable. Yes sir. very. All right. Still flashing. So let's give it a minute or two sir.
11:00
Speaker 1
All right. it's temporary. just went white. now let's wait see if it goes red. well let's see if it does go. it currently just went white. just went red.
13:00
Speaker 2
All right sir, so what's the light status? Can you tell me? Mhm. Now it's out of dread. All right, so let's wait for a minute or two. All right, so it's just a rent.
13:00
Speaker 1
Hold it till it goes off, and then the blue light returns. Just a moment. All right, inhalation, inhalation, inhalation, inhalation, inhalation. [silence]
14:00
Speaker 2
All right. Since the light status of that channel is solid red, we will do a hard reset on this channel and we will connect it back to the network after, to the account, after. So kindly press and hold the reset button of this channel, until the light went off and release once the blue light is showing. Yes. Yes.
14:00
Speaker 1
off uh flashing red okay now off release it are we're going public okay just moment is now blue so now I could release okay all right so released a little work now now it's flashing blue um
15:00
Speaker 2
All right, can we release the reset button? And let's wait for two to three minutes. All right, So yeah, let's wait for about two to three minutes since you already released the pleased button. Yes, right. It's still starting up. So let's wait for two to three minutes until the light changed to solid blue.
15:00
Speaker 1
It just barely went solid. That's solid, solid blue. [silence]
17:00
Speaker 2
All right, can you tell me, sir, what's the LED status? Is it still blinking blue? Is it solid blue or solid red? All right, so now it's solid blue. Got it. So since it's solid blue, sir, the next thing you need to do or the next step is kindly press the pair button on the main node, the one that is connected to your modem.
17:00
Speaker 1
That will be difficult. That will be difficult, but just a moment. Just press and let it go. I did. On the main note. It is white. [silence]
18:00
Speaker 2
paire button once like for one second the pair button is the big button sir all right all right the pair button is the big uh button sir so just press it once yes press it once for one second then all right what's the light status
18:00
Speaker 1
On my main node yes. Child notice blue blue. On the main node is what I pressed yes. If that is what I have pressed. The big button again just a moment.
19:00
Speaker 2
to help with that. How about the child note? All right, so solid. You press the pair button, right? The big circle in between. Yes. All right. Can you press the pair button again, sir? [silence] Mm-hmm.
19:00
Speaker 1
Right, press, just instant press and like, oh yes. Near may note as white. Yes. Correct.
20:00
Speaker 2
all right and the light statues is it still solid white all right so if still solid white and the child on is still solid blue
20:00
Speaker 1
Okay. So press and release five times. Two, three, four, five. Okay. Currently red, and now white. White. Child node is blue. Yes.
21:00
Speaker 2
Right. How about this error? Can we press the reset button, um, on your main node five times? The press release for five times. It's not too fast and not too slow. [silence] Yes. On your main node. [silence] How about the child node sir? [silence] All right. So solidly. [silence] So is it still solid blue? So press the reset button five times, not too fast, not too slow. Like press, release. Press, release. Not the one, two, three, four, five. It's press, release. Yes. Okay. What's the light status of the main node? Okay. And the child node is still solid blue. [silence]
21:00
Speaker 1
[silence]
23:00
Speaker 2
Do you have any computers or a laptop or an iPad that we can use to access your outer city?
23:00
Speaker 1
is just giving the progress is now flashing white
24:00
Speaker 2
It tweeds for three to five minutes. alright.
24:00
Speaker 1
still flashing white. Yes, because.
26:00
Speaker 2
Let's give it a minute or two just to confirm it will stay solid white.
26:00
Speaker 1
still solid white they
28:00
Speaker 2
Does the light status change or is it stays solid white? All right. So, since it's still solid white, let's say, after two minutes, then it means that it's already connected. Then you may relocate this trail mode now to the location you want to relocate. Did you relocate, sir, already? All right, you can take your time.
28:00
Speaker 1
For the ethernet plug do I plug it in the bottom slot or the top slot for the input easy to have ok which one is that the bottom or the top oh I see with the yellow label okay thank you all right loud and
30:00
Speaker 2
You can plug this into there, right? It could be plugged in on the internet port where there is a yellow label on the bottom.
30:00
Speaker 1
It is plugged in both power and internet. Do I touch anything or just wait? Okay, it is flashing blue. I should starting up. I'm going to be checking on some other nodes. All right, this one's good. Okay. I shut down the.
31:00
Speaker 2
All right, so wait, wait, we need to wait for about two to three minutes. Since you just plugged it in, it means, it means it's starting up, sir. So, let's wait for two to three minutes. [silence] All right.
31:00
Speaker 1
This one's good. This one's good. [silence] I'm gonna step back in and check the status. Okay, it's currently solid white. Let's give it some time. Yes, please do. [silence]
32:00
Speaker 2
All right. Yes, let's give it a minute or two.
33:00
Speaker 1
please take care bye
35:00
Speaker 2
all right, so does the light status star state solid white? all right, so since it stays solid white, sir, it means it was successfully connected back to the network and you're good to go. all right, thank you so much also for contacting . . . you have a good one. .
35:00