V2 Rubric Detail — fb21fa3a-60e1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 13:25
Duration
5m 52s
Contact
Todd Forbes
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132387
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall55.3% (-0.7)

V2 Grader Summary

The agent provided technically accurate guidance on the 5-press method and demonstrated ownership by referencing prior support, but failed to verify the main node’s stability or confirm resolution. No systematic troubleshooting or tool use occurred, and empathy was minimal. The issue remained unresolved, resulting in an Unresolved outcome.

V1 Case Analysis

Customer attempting to add child mesh node showing red/green LEDs; advised 5-press pairing method. No model verification or post-fix validation performed.

Troubleshooting Steps
  • Asked customer to observe LED colors.
  • Provided 5-press reset method to pair the child node.
Key Observations
  • Agent never asked for or recorded the router/model information despite giving model-specific pairing instructions.
  • Customer explicitly mentioned prior technician confirmed warranty coverage, but agent did not confirm or document this in the current case.
  • Agent inaccurately described the child node's setup LED state as 'purple or pinkish red' — this does not align with standard Linksys mesh LED behavior (typically solid blue or white during setup).
  • Instructions were provided without confirming whether the customer completed them or observed any change in device state.
Positive Highlights
  • Provided a concrete 5-press pairing method that is valid for compatible Linksys mesh families.
  • Maintained a polite tone and gave clear timing instructions for the button presses (e.g., 'five times within five seconds').
Agent Errors / Gaps
  • Missing model/serial number collection.
  • No warranty status verification despite customer mentioning prior technician confirmed coverage.
  • Skipped basic troubleshooting (power-cycle, reset child node) before recommending 5-press method.
  • Did not confirm whether the suggested fix resolved the issue.
  • Provided materially incorrect technical guidance: claimed child node shows 'purple or pinkish red' light during setup, which is not standard for any major Linksys mesh family (typically blue, white, or amber).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not confirm resolution of the main node’s unstable LED or successful addition of the child node; call ended without verification.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent referenced prior support and suggested the 5-press method, but skipped basic checks like power cycling or verifying WAN connection before recommending action.
R3 Partially Met Correct resolution path conf 87%
Agent correctly recommended 5-press pairing for a likely Intelligent Mesh system, but did not verify model type, firmware, or attempt simpler fixes like relocation or reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (child node not connecting, red LED) and offered a relevant solution (5-press), but did not ask diagnostic questions to isolate root cause (e.g., placement, WAN status).
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., checking router dashboard, speed test, or remote session) were used despite the customer describing an unstable node and pending child node setup.
T3 Met No misinformation conf 98%
Agent accurately described the 5-press method and correctly interpreted solid purple/pinkish-red as ready-for-setup state per Intelligent Mesh KB.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow and provided instructions, but did not set expectations, confirm understanding, or summarize next steps before closing.
C2 Met Confirmed understanding conf 92%
Agent used accessible language (e.g., 'purple light', 'press five times') and avoided technical jargon, matching the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, did not transfer, and provided a solution path based on prior technician’s guidance.
O2 Partially Met Proactive follow-through conf 85%
Agent gave a next step (use 5-press method) but did not specify what success looks like, timeline, or offer follow-up if it fails.
O3 Met Closure confirmation conf 94%
Agent referenced the email from the previous technician, showing continuity and use of prior case information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required; issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but offered no acknowledgment of the customer’s 30-minute effort or frustration; interaction remained transactional.
X2 Partially Met Tone & rapport conf 87%
Agent responded to the customer’s statements but did not adapt pace or check comprehension; customer’s confusion about LED colors was not clarified.
X3 Partially Met Overall experience conf 88%
Agent avoided re-asking information and referenced prior support, but placed full burden of execution (5-press, observation) on the customer without offering remote assistance or clearer guidance.
Call Transcript10 turns · 10 lines
Speaker 1
Hey, how are you? I, uh, my name is Todd. I called in a few minutes ago and talked to a lady, uh, who gave me, uh, free support. She said, my router was still under warranty, and, uh, she got, my main router, rebooted, so it would work again, because it was, it was, uh, had a solid, whatever color. I forgot what color it was on there, but it wouldn't, oh, solid pink, and so it wouldn't run. We got it running, okay? So then, she, uh,
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. 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. [silence] Hi, thank you for calling LinkSys Technical Support. My name is Dylan. How can I help you today? Hmm. Yeah. [silence] Uh-huh.
00:00
Speaker 1
Look at it now. So it it goes it blinks red and then it went now it just went it tried blue it came on blue for like a second and now it's back to solid red. And now it's now it's kind of a green color. It's trying. Well, let me look it's hard to tell. It's not the bright blue that it's supposed to be when it's connected. Well, maybe it is now. My gosh, is it so the the main router when it's connected has a very bright blue color. This node just went completely dark. So, whatever light was on it because now there's a green light on. So, it's I don't know what it. [silence]
02:00
Speaker 2
mmm. Mm-hmm. A solid red. But it's blinking green. Mm-hmm. Uh huh. Like a dark blue. Okay.
02:00
Speaker 1
How's it doing? It's struggling. Let me see what the device list says and see if it's... It actually shows it online now. All right. So let me ask you this, because I've been working on this for 30 minutes to get that online. I have one more child node to connect, okay? So I assume I can go through the same process. So the problem I'm having is that the... Child node goes to... [silence]
03:00
Speaker 2
Um, uh.le that's uh good, sir. I see. Yeah, So, uh
03:00
Speaker 1
Eh with solid red light and then just stays there. Um, anyway, all right, I guess I'm gonna try to hook the other one up and see if I can get it to work. Yeah.
04:00
Speaker 2
All right, sir. You can actually try the other way to add a child node, sir. Um, I believe, uh, it was also indicated there, uh, in the email sent by the previous technician. So, there's the, uh, there's, 5-press method, uh, what we call the 5-press method. Uh, you just have to ensure that, uh, the, the child node is near the parent node while doing it. So, once the child node is on, setup mode, which shows, uh, purple light indicator or a pinkish red light. That means it's ready for setup or ready to be added to the network. You, by that time, you can perform the 5-press method. So, you just have to go to the parent node and Press the reset button on the,
04:00
Speaker 1
And that will try to find the child node. Okay, I'll. Okay, I'll look at that article too. Okay, thank you, have a nice day.
05:00
Speaker 2
a parent node five times within five seconds, not too fast and not too slow. It's just like uh normal counting at the same time you're pressing the reset button each second. Yes, sir. That's uh that's also one way of adding the child node. But in the event that it won't be able to connect, sir, you may need to reset the child node again. Anyway, um you'll know if the child node is communicating with the uh the parent node if it will start blinking after um after you press the reset button, follow the five press method on the parent node. All right, sir. All right, sir. No problem. You too. Have a great day. Bye for now. [silence]
05:00