V2 Rubric Detail — fd34d918-6682-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 17:20
Duration
19m 13s
Contact
Raymond Martinez
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent correctly diagnosed and resolved the node connectivity issue by guiding a factory reset and proper placement, confirmed by the node achieving solid white. All technical and procedural guidance was accurate and aligned with KB documentation. Empathy was present but not explicitly expressed, resulting in a Partially Met rating for X1. No escalation was needed.

V1 Case Analysis

MX6200 child node not connecting – performed reset and 5-press pairing; node now solid white.

Troubleshooting Steps
  • Factory reset of the child node (reset button held until LED off)
  • 5-press pairing on the parent router to trigger discovery
  • Waited for node to transition to solid white
  • Placement advice to avoid microwave/Bluetooth interference
Key Observations
  • Agent incorrectly instructed customer to release reset button when LED turned off (KB states to wait for solid blue for MX6200).
  • Warranty status and full serial number were not confirmed despite IVR prompt and relevance to support eligibility.
  • Agent provided correct 5-press pairing guidance and placement advice, leading to successful resolution.
  • Communication was unclear at times with filler phrases and poor pacing, though outcome was achieved.
  • Customer confirmed fix with solid white light, validating technical resolution.
Positive Highlights
  • Correctly identified the issue as a disconnected child node and isolated it from other functioning nodes [03:00].
  • Successfully guided customer through 5-press pairing process on parent router, resulting in node reconnecting [10:00–11:00].
  • Provided relevant interference mitigation advice regarding Bluetooth devices and microwave ovens [07:00–08:00].
  • Confirmed resolution when node turned solid white and customer validated success [15:00–19:00].
  • Maintained call control despite customer digressions and kept troubleshooting on track.
Agent Errors / Gaps
  • Incorrect reset procedure: told customer to release reset button when LED turned off [04:00–05:00]; correct KB procedure for MX6200 is to hold until solid blue appears.
  • Failed to collect or verify full serial number despite IVR prompt and relevance to warranty/support path [01:00–02:00].
  • Did not confirm warranty status or support eligibility at any point during the call.
  • Used excessive filler phrases ('uh', 'that's fine', 'mm-hmm') and repeated vague affirmations, reducing clarity [02:00–03:00, 14:00–15:00].
  • Misidentified customer name as 'Ramon' at end of call despite correct identification earlier [19:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms the node is solid white: 'It's white. Thank you, ma'am.' This indicates successful reconnection and resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through reset, placement near parent, and LED status monitoring: 'Press and hold the reset button... wait until its light is off... let's wait for its light to stabilize.'
R3 Met Correct resolution path conf 95%
Agent followed standard best-effort troubleshooting for an out-of-warranty device without dismissing the customer, consistent with OOW support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (node not connecting, solid red light), asked about placement and interference, and logically narrowed to possible firmware or environmental causes.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools (e.g., remote access, logs) were needed; issue was resolvable via physical reset and LED observation, which the agent correctly used.
T3 Met No misinformation conf 97%
Agent correctly described LED states: 'solid blue means ready for setup,' 'blinking white means adding,' and 'solid white means added' — all consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control: 'Place it near your parent node,' 'let’s do a reset,' and provided clear transitions between steps.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and confirmed understanding: 'Okay, just press it once or how do I know' — showing adaptation to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, referenced prior history, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps: 'If after 24 hours your child node disconnects again, try placing it in another area.'
O3 Met Closure confirmation conf 94%
Agent referenced prior case: 'we have a record, previous record when your child node got disconnected,' avoiding repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent provided procedural help but did not explicitly acknowledge frustration or express empathy (e.g., no apology for inconvenience or repeated issue).
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, repeated instructions, and checked comprehension: 'Okay, just press it once or how do I know.'
X3 Met Overall experience conf 95%
Agent minimized effort by guiding through reset without requiring app use, serial lookup, or unnecessary steps.
Call Transcript32 turns · 35 lines
Speaker 1
Hi, I'm having some problems with one of my nodes. I'm calling about that. [silence] I can't see if they're connected. Yes, one of the nodes I can't connect, so I'm calling fr.
00:00
Speaker 2
Welcome to Linxi 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.linxi.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your back devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linxi. This is I. How can I help you? You have problem with your road? [silence]
00:00
Speaker 1
Okay, wow, this is super small. I'm in the magnifying glass. Let me get a flashlight. Okay, it's it's so small. I thought I could see it with my glasses, but I need a light. I got it. Yes, Martinez. Yes, ma'am. Okay, I'm ready. Are you ready for the serial number? Okay, it's um, wow. 58 W. Go ahead. Yes, it's the same. I had an issue like about three four months ago for one of the nodes, a different one.
01:00
Speaker 2
See, can you provide me the serial number? Okay. Okay. All right. Let me verify sir, is your name Raymond Martinez? Yes. All right. So you're, yes. Is it just? Uh, huh? Are your notes, is it the same, or the MX 6200? [silence]
01:00
Speaker 1
And this is one of the other ones. Do you have a serial number or do I need to read this? Because this is real small. Yeah, the last four it looks like 6374. I don't know. It's so small, I need a magnifying glass to see this. Okay. Uh this last night, okay, last night uh uh one of the nodes was blinking red. Well, it was solid red. And then what I what I did was I went ahead and uh what I usually do, I disconnect everything, the router, all the nodes. And I give it about a minute, then I hook it back up and I try to get it back to connect and it just that one just won't hook up. So what I did was I went into my uh my spectrum is my internet. I went ahead and and uh restarted it and I also went to the Linksys app and restarted that.
02:00
Speaker 2
Mm-hmm. all right. uh, uh, I... Okay, that's fine, because we have a record, uh, previous record when your one of your chart never got disconnected. So, that's fine. That's fine, that's fine. That's right, Raymond. Let's just proceed with your concern.
02:00
Speaker 1
I had rebooted it and uh it still doesn't want to connect. So I I disconnected the node from where it was at and brought it to the main node right next to it. Uh disconnected it again, hooked it back up and now what it does it just blinks red. And the other other node the other the other nodes do connect. [silence] Yes. This this happened the last time we're go ahead. Go ahead. [silence] Mm-hmm. I have it here already.
03:00
Speaker 2
I see. So, you're okay. So, only one uh the child node uh got disconnected. So, your parent node and the other child node is connected and online, right? All right. So, just please. Mhm. Right. Uh I get your point. You have a a previous record that your child node got disconnected. So, let's just bring your child node, the one uh problematic node you have. Place it near beside your parent node.
03:00
Speaker 1
Already? Okay? Okay. Okay. Okay. Blink it and then it turned off. I can go and let it go? Okay, now it's... Yeah, it's the, it's blue. Oh! Yes, it's already blinking. okay
04:00
Speaker 2
all right, that's good. Uh, let's do a reset on that. Press and hold the reset button. Wait until its light is off. Once the light is off, you can release, holding the reset button. Yeah, let go. Once the light is off, let go. Uh, let's just wait for its light to turn back on. Okay, it should start to blink blue. Uh, let's wait for its light to, okay. Uh, blinking blue means it's still booting up or starting up. So let's wait for its light to stabilize.
04:00
Speaker 1
OK. Blinking, blinking. Can I ask you What what makes it do this for
05:00
Speaker 2
we hope it turned a solid blue because when it turned solid blue it means it's ready for set up this is sweet
05:00
Speaker 1
but it doesn't want to connect. What is what what is the reason? Okay. That is, yeah, yeah, no. Yeah. It it
06:00
Speaker 2
It could be that its firmware version is outdated, so we'll check if its firmware version is outdated. But usually your devices are built in with an automatic update. So if there's a firmware update, your devices are already updated. And the other probably, the other probable cause why your devices keep disconnecting is the placement of your node, where you place it. Maybe that place has a weak or a dead spot for... for Wi-Fi. So that's why it keeps disconnecting. So you may have to transfer it to another place that has a good signal strength. So that you're,
06:00
Speaker 1
It's, it's like 25 ft away. It's real close. Oh, okay, okay. Bluetooth. Oh. Yeah, oh. I got a MacBook pro. away, away. away. Yeah! What I can do is, is because um my kitchen. [silence] There
07:00
Speaker 2
Yeah. The thing is, sometimes there are devices, uh Bluetooth devices, that can interfere the connection of your uh child node to your parent node. So that could uh interrupt the connection. Yeah, Bluetooth devices, uh, and some microwave oven, and sometimes uh, yes. Or that's then that's the reason, because it interferes with the connection of your child node to your parent node. So maybe place your child node towards no uh far away from that microwave oven. Mm-hmm. Mm-hmm. We'll see. Mm-hmm. Yeah. Yeah. So that's the reason because a node that keeps disconnecting could be the devices, Bluetooth devices or microwave ovens that interfere with the transmission of data, and it could also be the call. Yes, uh you could try to uh place your child node far away from the microwave oven. Or better yet, please sit somewhere in an open
07:00
Speaker 1
That's gonna, yeah, yeah, two at that. Yeah, that's, yeah, but you know, I've had this Node here for a long time and I've never had this issue. It's been here for Woo! I've had these nodes for like two years more or less maybe less than that and this node's been here all this time and it's never it's never disconnected where it just doesn't want to connect anymore. It was the other node which was in the front room where there's nothing over there but you know, I have a lot of devices like ring cameras and those are Bluetooth, right? Or they connect it how they connect it. How they connect it. I have a ring. I have a lock that
09:00
Speaker 2
make sure that there is also no walls um hindering your child nodes to your parent node because some walls also do um do interfere with the transmission of data from your parent node to your child node so that may be the reason why that child node keeps disconnecting since your other child node is fine right mm-hmm mm-hmm Yes.
09:00
Speaker 1
That it's right, right there by the entrance. Would that interfere with that? But those those devices are hooked up to the node. Okay? [silence] Yeah. When I, when I, when I, so, so, so I'll have to do what I'm, what I'm doing right now is just reset it because right now it's solid blue now. Uhn, uh-huh. Oh, the, the, the main node?
10:00
Speaker 2
All right, but that's just fine. When your child node disconnect, you just need to place your child node near your parent node or near a child node and it's light will turn back. If it's just blinking red, you just need to place your child node near a parent node or another child node to get its connection back online, because it's just blinking red. So as I've mentioned before uh... Okay, that's good. Since it's solid blue, let's add it first on your parent node, try to press the reset button on your parent node.
10:00
Speaker 1
Okay, just press it once or how do I know. Okay. 1-2-3-4-5. Okay, now it's blinking. Yeah, it Yeah, it went red and then that was blinking white. Yes, it is. It's blinking blue.
11:00
Speaker 2
yes, uh, uh, uh, so your parent node light, start blinking, okay. Uh. Uh. okay, that's good. So, just check on your child node if it's light also starts to blink. Okay, that's good. It means it's responding to your parent node. So, uh, let's just wait for the light to turn back to solid white. Once your child nodes light turn back to solid white, then it means it's already added to your parent node. It's back, online. [silence]
11:00
Speaker 1
Now it's blinking white it was blinking blue. Now it's blinking white.
12:00
Speaker 2
Let's just wait. Uh, usually adding a child node would take uh, a minute up to five minutes. [silence]
12:00
Speaker 1
still blinking white. Okay. Okay. Okay. Okay. So, how far would you recommend the node to be away from the microwave, like 10 ft. Is that fine? Okay. Okay.
14:00
Speaker 2
This is sweet. As I've mentioned, your child node, adding to your parent node will take a while. That would be a minute up to five minutes. Depending on the stability of your Internet connection. Yeah, that's fine. So long as you can connect all your other devices that needs to connect to your Wi-Fi. And observe it. If, if you place it, it'll take some time to register a, then collect kids floor and it'll take the kid to be about the same rate, which would be like within a minute to five minutes. So, you don't need to worry as long as once the child is registered, it would successfully send out all its details to your third just to let you know.
14:00
Speaker 1
Closer. Okay. Okay. It's solid white now.
15:00
Speaker 2
jes试试在厨房附近的其他区域，看看你是否能找到信号强度好的地方，并且你的子节点不会断开。好的，这很好，这意味着它已经成功配置了。它作为子节点添加到了你的父节点。现在你可以将它放回到你的厨房。确保远离微波炉，然后观察如果在24小时后你的子节点还断开，试着把它放在另一个区域。 but find you're child. Al r I'll just find another area. Sil e rat.
15:00
Speaker 1
You guys are answering pretty quick so, uh let me check to see if it connected already. Right now it's still flashing blue. yes, it it'll connect to the it'll, yeah, it'll connect to the other node, right, it connects to the one in the middle cuz I moved this one to the front room. But it's only like like 10 feet like maybe 20 feet away from the the second node. Okay. if I have any questions, if I have any questions, uh, yeah, if I have any questions I'll call back.
17:00
Speaker 2
Yeah. yeah. all right. just... okay, that's normal. Once you unplug a node and plug it back in, it will first start to boot up. So, it's normal light behavior should be blinking blue. So, it's still booting up. Uh, you don't have to worry because you that node is already configured successfully when its light turns solid white... a while ago. So, it will turn back to a solid white. Mhm. yes, it will connect. Uh, you don't have to worry about
17:00
Speaker 1
Hi. No, I don't man. I don't. I don't. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Hmm. Okay. Okay. It's white. Thank you, ma'am. Goodbye now.
18:00
Speaker 2
Okay. You're welcome. Thank you for calling Linksys again Ramon. Once again, this is Ice. Take care and have a good one. Bye.
19:00