V2 Rubric Detail — f8731848-7bba-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:23
Duration
41m 11s
Contact
Jeff Corbin
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#TE00109828
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Parent Node_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall40.1% (+18.1)

V2 Grader Summary

The agent attempted node-level recovery but failed to restore internet connectivity, provided materially inaccurate technical information (invalid LED state and URL), and did not escalate after troubleshooting failure. Communication lacked empathy and adaptation, while ownership was maintained but next steps were undefined. The unresolved outcome and critical technical inaccuracies drive the majority of the deficiencies.

V1 Case Analysis

Customer reported child MX6200 node not connecting and no internet. Agent provided incorrect URL (myrouter.info), misidentified LED states (solid green), skipped modem/WAN isolation, and failed to resolve issue. Node ended with red LED. No valid next steps provided.

Troubleshooting Steps
  • Instructed long-press reset of child node
  • Directed customer to access myrouter.info (incorrect URL for MX6200)
  • Guided firmware update using file FW_mx-6200_1.4216738
  • Configured SSID and password to match existing network
Key Observations
  • Agent provided incorrect local router URL 'myrouter.info' for MX6200 (correct: 192.168.1.1 or myrouter.local) — violates velop_wifi_connectivity.md and adjacent_smartphone_wifi.md
  • Agent incorrectly described LED state as 'solid green' — not a valid state for Velop nodes per velop_wifi_connectivity.md LED reference table
  • Agent skipped critical upstream isolation: no modem test, no parent node WAN check — violates Step 2 in velop_wifi_connectivity.md
  • Agent did not attempt 5-press pairing method despite MX6200 being a supported model per universal_5press_models.md
  • Agent did not verify if child node was factory reset before setup — violates velop_child_node_setup.md prerequisites
  • Agent did not instruct customer to move child node within 10 ft of parent during setup as required by velop_child_node_setup.md
  • Agent did not provide any follow-up path or next steps after node turned red — violates universal_escalation_guide.md
Positive Highlights
  • Collected the node's serial number from the customer
  • Attempted a firmware update on the MX6200 node
  • Persisted in guiding the customer through multiple steps despite technical confusion
Agent Errors / Gaps
  • Provided wrong router access URL (myrouter.info) for MX6200; correct URLs are 192.168.1.1 or myrouter.local — contradicts velop_wifi_connectivity.md and adjacent_smartphone_wifi.md
  • Misidentified LED state as 'solid green' — not a valid state for any Velop node per velop_wifi_connectivity.md LED reference table
  • Did not verify modem or parent node WAN connection before proceeding — skipped Step 2 in velop_wifi_connectivity.md
  • Did not check DHCP or IP assignment on child node after reset — violates velop_wifi_connectivity.md troubleshooting flow
  • Did not confirm if Band Steering or WiFi was enabled on parent node — violates velop_wifi_connectivity.md WiFi settings verification
  • Did not attempt 5-press or Pair button method for node addition despite failure — MX6200 supports 5-press per universal_5press_models.md
  • Did not escalate or suggest replacement after node showed red LED post-reset and firmware update — violates universal_escalation_guide.md escalation triggers
  • Did not verify if the child node was factory reset before setup — violates velop_child_node_setup.md prerequisites
  • Did not instruct customer to move child node within 10 ft of parent during setup as required by velop_child_node_setup.md
  • Did not provide any follow-up path or next steps after failure — violates universal_escalation_guide.md closure expectations

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended with node displaying red light after setup; internet connectivity was never confirmed as restored despite troubleshooting steps.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed node reset, firmware update, and CA router configuration but skipped foundational diagnostics (modem test, WAN status check) that were necessary to advance the case.
R3 Partially Met Correct resolution path conf 80%
Agent attempted best-effort troubleshooting on an apparent out-of-warranty device but did not verify warranty status or confirm whether the issue was upstream (modem/ISP) before proceeding.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified poor internet connectivity and executed steps but failed to isolate the source (no modem test, no WAN status verification on parent node), leading to misdirected efforts.
T2 Partially Met Appropriate tools / resources used conf 75%
Appropriate tools (firmware update, router UI) were used for node issues but required diagnostic tools (modem speed test, WAN port check) were omitted, per velop_wifi_connectivity.md Step 2 requirements.
T3 Not Met No misinformation conf 95%
Agent referenced a non-existent 'solid green' LED state, used 'myrouter.info' for MX6200 (invalid per KB), and misapplied CA router setup steps for the device model.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and gave step-by-step instructions but used vague transitions ('let me know'), frequent silences, and provided no clear framing of expectations or time management.
C2 Not Met Confirmed understanding conf 80%
Agent consistently used technical jargon (CA setup, firmware upload) without adapting language or confirming customer understanding; customer repeatedly requested clarification and expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call throughout, performed hands-on troubleshooting, and did not transfer or abandon the customer to avoid difficulty.
O2 Not Met Proactive follow-through conf 85%
No concrete next-step timeline or follow-up plan was provided; after firmware update the agent concluded with 'let me know' but no defined callback time or ownership of follow-up.
O3 Not Applicable Closure confirmation conf 100%
No evidence this was a repeat contact; no prior case history was referenced and no handoff occurred during this interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After unresolved failure (node turned red) and exhausted troubleshooting, agent did not offer escalation despite clear indicators of hardware/configuration failure requiring higher-tier support.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed; critical details (symptoms, steps taken, firmware version) were not passed to another team, and customer was not informed of an escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 80%
Agent used purely procedural language, offered no sincere acknowledgment of customer's frustration ('damn work'), and displayed no empathy for repeated failures or technical difficulties.
X2 Not Met Tone & rapport conf 80%
Agent failed to adapt communication style to customer's evident confusion; technical language was not simplified, and comprehension checks were inconsistent despite multiple customer clarification requests.
X3 Partially Met Overall experience conf 70%
Agent avoided unnecessary holds and streamlined some steps (e.g., guided firmware update directly), but customer was still required to fetch a laptop, perform multiple resets, and repeat login attempts that could have been reduced with agent-side actions.
Call Transcript49 turns · 56 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. [silence] All right. So, awesome. So, the plan yesterday is to, um, reset the in parent node and then reconfigure. Uhm. Uh-huh. The internet is very bad. Hmm. [silence] So, the plan yesterday is to [silence] reset the In parent node and then reconfigure. Uhm.
00:00
Speaker 2
Yes, hello. Yes, I'm back. I'm here. Yep. Yeah, did it that damn work and the Internet is very bad today. It's like again, what we did shipped it up yesterday, and it's not good.
00:00
Speaker 1
Okay. Here's what... Yeah. Here's what we'll do instead, sir. Let's get one of the child nodes instead, and then let's reset it. Or, I unplug one of the child nodes, bring it close to the parent node, and let's reset it. One of the MX 6200 nodes. All right. Sure. Just take your time. [silence]
01:00
Speaker 2
broke it yesterday. It's worse today than before, but... Okay. Okay, yeah. All right. Yeah, I can do that. All right, give me a minute. I'm going to go get a... Okay. All right. Do you have internet? No. All right, well, I don't know why, but this is it right here. This is the device. And it says you're connected. I'm not All right. Well, maybe... I have cell phone. I'm writing about MPTP. So let's put it by the window. The body and thank you. Get yourself to that. Okay, sir. I am getting a child mode now, okay? This is going to take a couple minutes, all right? I'm still here. I just want you to know I'm getting into an elevator. Sorry. Maybe a minute. Okay,
01:00
Speaker 1
Right. Okay. Yup. Okay. Yeah. Not yet. Let's wait for this. No, drive a flashing red light.
09:00
Speaker 2
I got one of the newer ones, okay. All right. I'll plug this sucker in. All right, I got it plugged in. What do you want me to do here? You want me to do a long press reset? Okay. [silence]
09:00
Speaker 1
you should have flashing red lights here blinking blue okay okay all right well now that it has steady white do the reset to it [ silence ]
11:00
Speaker 2
It's blinking blue. You [silence] Yeah. It just turned white. It just turned white because it's connected to the parent node, obviously [silence] Do the long press reset on the child node.
11:00
Speaker 1
Yes, sir. Keep holding, until it shows a blue light, then let go. All right, let's go.
12:00
Speaker 2
[silence] OK. OK. We have a blue light.
12:00
Speaker 1
So after letting go of bottom sir, we're waiting for the note to have a steady blue light just let me know. [silence] Awesome. So it's only plugged to the power nothing's wired to it. [silence] Okay. Uh do you have your computer or laptop with you? Alright let's go ahead. [silence] Yes sir.
13:00
Speaker 2
[silence] I don't. I can go get it. [silence] you want me to go get my computer? Okay.
14:00
Speaker 1
Okay.
17:00
Speaker 2
Okay, sir. Okay, I'm here with the computer. All right, the serial number. [silence]
17:00
Speaker 1
Got it. So what we need to do next is to connect your computer to the Wi-Fi of this node that you reset.
18:00
Speaker 2
Five eight Charlie One zero Mike two Alpha Delta zero one six four six
18:00
Speaker 1
You have to... you have to open the Wi-Fi of your computer, and then on the list, you're going to look for setup. Does it not say setup? Okay. Yes, connect your laptop to it.
19:00
Speaker 2
Okay. Yep. Yeah, it's listed as EDE. Yeah, it's node EDE. you want me to connect to it? [silence] Yeah, it says V-ELOP-devIDE You want me to connect to it? Okay. [silence] And I'm gonna connect, and I'm gonna put in the password.
19:00
Speaker 1
of that. No. All right.
20:00
Speaker 2
Yeah, I'm already, I'm already typing it in. Okay, I'm logging into it now. It's still a solid green color, solid green light.
20:00
Speaker 1
So, were you able to connect the laptop to it? Okay. Let's open a browser. There. Yeah. And then enter my router.info. Okay. All right.
21:00
Speaker 2
Yeah. Okay. Open up a window. There's it's checking for internet. [silence]
21:00
Speaker 1
Log in to router. True staff. Okay. Try to enter admin A D M I N all small letters. [silence] Al
22:00
Speaker 2
All right now I'm at restart your modem, enter ISP settings, log into router. All right, now I can access router with the router password. Is it capital or something? Oh, Patrick's here. Shoot. Um, give me a second, please.
22:00
Speaker 1
That's okay. Yes. We're supposed to log into the. All small letters.
24:00
Speaker 2
All right. Let's see what's going on here. So I tried to login. and it didn't like it. Is it a capital A? It's all small letters, right? Yeah, it's not taking it. It's not resetting password. Okay. Okay. And try and do the five recovery key. 610 [silence]
25:00
Speaker 1
Yeah, enter the enter the recovery key then create a new password. Uh, did you use the recovery key that's on that note? Okay. All right. Yeah.
26:00
Speaker 2
Recovery recovery key on the node we're trying to log into. [silence] Reset the password.
26:00
Speaker 1
Okay. Okay. Well, that's because you're with a child node that's not connected to the rest of the nodes. Now, the first white box, the network status, what does it show you? Okay.
27:00
Speaker 2
Uh there it's waiting. Um. Yeah. So I'm logged in finally. I'm logged in to the app. Okay. Uh there's no internet connection uh but I'm connected to the router.
27:00
Speaker 1
All right. Now, go to connectivity. Then look for the tab that says CA router setup. Uh well. uh yeah, but okay. We'll skip that for now, sir. Let's go back to the very first tab. That's the basic tab.
28:00
Speaker 2
The. Oh, yeah, that's just the very bottom. C.A. Got it. The only C.A. was at the bottom. Okay, hold on, hold on.
28:00
Speaker 1
Yeah. All right. But before that, so let's go back to the very first tab, the basic tab. And then there's uh let's go back to connectivity. And then on the very first tab, this is the basic tab. There's section there for the firmware. Like you can check the firmware update. Do you see that? Okay. Then below that, there's a uh... no, there's a button to test choose file.
29:00
Speaker 2
Okay, listen. There was no CA router set up until I clicked on the CA link at the lower right. And now, now I have CA router set up. Now I have it. Okay. Okay. We're back. I'm back to the home screen. Okay. Yeah. You want me to check for... ...the... ...peak speed?
29:00
Speaker 1
There's a button sir that says choose file. When you click that, yes. When you click that, uh if this is if this is the same computer yesterday, okay. Yep. Yes. Yes, sir. Click that. Start, yes [silence]
30:00
Speaker 2
Uh. Choose what? Oh, yeah. I got it. Yep, I got it. I see. Choose file. Yeah, it's the same laptop. Yeah, so you want me to go to the file FW_mx-6200_1.4216738? You want me to click on that, right? Got it. Uh, and hit start now? OK. And then I'm updating the firmware. I'm installing the firmware right now. OK.
30:00
Speaker 1
Yes, it should be okay. All right. Let me know once it's back to steady blue.
32:00
Speaker 2
now my Router is rebooting hit okay [silence] blinking blue now [silence] Excuse me.
32:00
Speaker 1
okay Yeah, it's and then is your laptop still connected to that node the Wi-Fi of that node okay all right
34:00
Speaker 2
All right. It says firmware update is complete. It should be. Yeah, it should be still connected. I'm, I'm still on the internet. I'm, I mean I'm still on the Linksys Smart Wi-Fi app here on the computer. Yeah.
34:00
Speaker 1
So, you click. Okay, so let's go back to the page and then uh, did you click CA already. The one at the bottom? uh-huh. okay. You're cutting in and out. uh-huh. Okay
35:00
Speaker 2
N.A. I'm not following. Right? I'm in conductivity. I'm in conductivity. But I only see a CA in the lower left, lower right. Lower right of the page. That's it. Just lower right. You want me to connect the CA there?
36:00
Speaker 1
Yes, sir. Okay. And then you go back to connectivity. And then this time we look for okay, so yeah, so this is where
37:00
Speaker 2
Okay, in the lower. Right and I'm, I just did that. Okay. So now I, I have a, so now I have C.A. router set up. Do you want me to click on C.A. router set up? Okay. I'm here. You want the S.S.? There's a S.S.I.D. and a password.
37:00
Speaker 1
We create the Wi-Fi name and the Wi-Fi password. Now, the goal is to have the same exact Wi-Fi name and then the same exact Wi-Fi password with your existing. So the box that says SSID, that's for the Wi-Fi name. The box that says password is for the Wi-Fi password. Set up node. Yeah. All right. [silence]
38:00
Speaker 2
All right, and then click setup mode or click apply. All right, so I put in the same name for the network and the same name for the password. And it says it's applying changes right now. [ silence ] Right.
38:00
Speaker 1
All right, just give it two minutes Oh Kay, let me know when if it yeah, if it turned red, now here's what we'll do next Here, the parent node that's connected to the model that let's disconnect that and then replace it with.
39:00
Speaker 2
okay, so it said no router found, you are not connected to your router. okay, okay, it's white now. You'll just turn white. And now it turned red.
39:00
Speaker 1
With this one, this node that you just set up.
40:00