V2 Rubric Detail — 010413d0-7ef0-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 19:21
Duration
56m 28s
Contact
651-216-3089
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136949
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration_MX5500
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent conducted thorough troubleshooting — including factory resets, 5-press pairing, and web UI configuration — ruling out router failure and correctly identifying likely modem issue. While internet was not restored, the customer was given a clear resolution path (replace modem), constituting partial resolution. No critical failures occurred, and ownership was maintained throughout.

V1 Case Analysis

Ben Baker unable to get internet after resetting MX5500 mesh; lights blinking red, cannot access router UI. Likely modem fault; advised to test/replace modem and contact ISP.

Troubleshooting Steps
  • Performed 20‑second hard reset on parent and child nodes.
  • Attempted 5‑press pairing method on parent node.
  • Guided customer to access router UI via http://myrouter.local.
  • Provided default admin password and assisted with SSID/password configuration.
  • Checked modem LED status and Ethernet connection to WAN port.
Key Observations
  • Agent mixed reset (20‑second hold) and 5‑press pairing instructions, causing customer confusion.
  • Long periods of silence and minimal empathy throughout the call.
  • No warranty verification or case number was created despite having model and serial information.
Positive Highlights
  • Collected accurate model (MX5500) and serial number from the customer.
  • Guided the customer to the correct local router URL (myrouter.local) and supplied the default admin password.
  • Suggested a logical next step (test/replace the modem) when the router could not obtain WAN connectivity.
Agent Errors / Gaps
  • Provided conflicting reset instructions (20‑second hold vs 5‑press) without confirming model compatibility.
  • Did not verify warranty status or open a support ticket.
  • Failed to summarize next steps clearly and to confirm whether the internet issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended the call without internet and stated they would buy a new modem and call back; no resolution achieved.
R2 Met Diagnostic thoroughness conf 92%
Agent performed power cycles, factory resets, 5-press pairing, web UI access, and status checks — a logically sequenced diagnostic path aligned with KBs.
R3 Met Correct resolution path conf 95%
Agent correctly ruled out router failure after extensive troubleshooting and advised customer to test/replace ISP-provided modem — appropriate path given symptoms and product ownership.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent followed a logical sequence (reset -> pairing -> web UI), but failed to perform the critical 'direct-to-modem' speed/connectivity test required by velop_wifi_connectivity.md Step 2 and universal_speed_below_plan.md Step 1 to definitively isolate the ISP/modem as the root cause.
T2 Met Appropriate tools / resources used conf 96%
Agent used correct tools: 5-press method (valid for MX5500 per universal_5press_models.md), myrouter.local web interface, and visual LED diagnostics.
T3 Met No misinformation conf 98%
All instructions (20-second reset, 5-press pairing, default admin password, myrouter.local) are factually correct and KB-aligned for MX5500.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained general control but had long silences, repeated unclear prompts, and struggled with timing during web UI steps.
C2 Partially Met Confirmed understanding conf 82%
Agent used accessible language but assumed familiarity with terms like 'myrouter.local' and '5-press' without confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed multiple troubleshooting steps, and did not transfer or disengage despite complexity.
O2 Partially Met Proactive follow-through conf 86%
Agent advised customer to replace modem and call back, but did not specify a timeline or confirm follow-up intent.
O3 Not Applicable Closure confirmation conf 95%
No indication this was a repeat contact or that prior history was available or referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted — issue was actively worked and not beyond L1 scope.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent expressed sympathy ('I'm sorry') and patience, but responses were not tailored to customer’s expressed frustration or effort.
X2 Partially Met Tone & rapport conf 81%
Agent maintained a steady pace but did not adjust tone or complexity when customer showed confusion during web UI navigation.
X3 Partially Met Overall experience conf 84%
Customer repeated resets and reconnected multiple times, but agent reduced effort by guiding through process instead of sending to KB.
Call Transcript90 turns · 100 lines
Speaker 1
yeah hi Dylan um I'm calling um I came home from work two days ago and the internet was not working so I've tried to do the app thing for the last two days and I still can't get my mesh Wi-Fi to work so I'm trying I don't know what to do I've uh gone on the app multiple times I've turned it off disconnected it restarted it
00:00
Speaker 2
Welcome to links this support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.links.com for more information about your product. Hi, thank you for calling links technical support. My name is Dylan. How can I help you today? I see. All right, sir. I understand you're having issues with your router right now. So just to make sure I got it right, you're having issues in setting up your router or have it go online? mm-hmm mm-hmm mm-hmm mm-hmm
00:00
Speaker 1
I was told to unplug everything and do a restart. So I followed it to the T. Waited the three minutes, plugged everything, plugged everything back in. The lights would blink. It would go solid blue, meaning it was connected and then the minute I would go and try and connect to Wi-Fi with my phone or my iPad, it would start blinking red again. Sure. Yep. It's Ben Baker, B-A-K-E-R. Uh BNJM83?
02:00
Speaker 2
uh-huh I see all right Sir, let me just run some verification with you first and um ask you a few questions about your link to sp Rotterdam. Okay, um let's start with your full name. personally. All right, so that's benn. baker. How about your email address sir, benn.
02:00
Speaker 1
at gmail.com. Yep. j m as in Mary and as in Nancy, 83, at gmail.com. 83 at gmail.com. Correct. uh 651-216-3089. yeah the model number is m as in Mary, X as in X-ray 5500. And then you want this, okay, the serial number. Yeah.
03:00
Speaker 2
I'm sorry, can you repeat that one? That's BN. All right. So that's Benjamin83.com. All right. All right. And may I also verify your phone number? That's 65121638089 3089. All right. All right. And uh, now can you provide me the model number and the serial number of your Linstex router? Mhm. How about that serial number? uh huh. All right, let me just repeat. That's 4-3-A-1-0-M-26-B-1-3-9-3-7. Oh, chill. Oh. All right, got it. And how many nodes do you have right now? Uh huh.
03:00
Speaker 1
Mother one and then one child one. But there are there are three. Xfinity the blinking red light. Yeah my modem is an Airbus modem surfboard. It has the green light, solid green light on. Plugged in. I've got the ethernet cable and the two point five uh uh connected to the internet port of the, Linksys uh no no.
05:00
Speaker 2
okay alright so may I also know sir who's your internet service provider Xfinity alright got it alright sir can you tell me what's the light indicator showing on your current node right now it's a blinking red light can you confirm first if you do have internet connection coming from your modem [silence] [silence] [silence]
05:00
Speaker 1
so yeah yeah I mean I went to work and I came back and it was disconnected what happened I don't know yeah I yep I've I've done all of that and I have I know I have in
06:00
Speaker 2
I see. And you've mentioned that you have already done power cycling the device. Okay. All right, so here's what we're going to do, sir. Since you've already done power cycling the router, oh, all of a sudden it just so disconnected to the internet, right? Hmm. Did you try to like, unplug the modem as well? Like the whole system? I see. All right.
06:00
Speaker 1
like to the house because my cable TV comes on, you know, and it runs on the same line. So I know that that all works. Um and the modem has a, like, I don't know how to test a modem besides looking at the light. The light is green. The Arris says green means it's good to go. Uh, okay.
07:00
Speaker 2
Okay. That's good. So here's what we're going to do sir. We probably need to reconfigure your router. So by means of saying reconfiguration, we might need to have your router, your router go back to its default settings and reset it.
07:00
Speaker 1
So basically we're just making a new Wi-Fi network? Okay. Yeah, yeah, yeah. That works. Okay, so. Yep That'll take just a moment here it's on the other level.
08:00
Speaker 2
of compromised your previous configuration. So you need to, we need to start from scratch and set up your router again. From scratch. Well, we can just, uh, set up your router back to its the same name and Wi-Fi password after that. Okay. So, uh, can you bring the child node near the parent node, please? Alright.
08:00
Speaker 1
Come on, boys. Let's go upstairs. Okay. Okay. I have the child node next to the the parent node. Okay. STEVE: Mm. So. Set. Parent node. Hold. Reset button.
09:00
Speaker 2
Okay. So just plug it back into the power source and while waiting on the parent, I mean on the child node to reboot let's reset your parent node. And to properly reset it, just press and hold the reset button on the parent node for at least 20 seconds. Yes. Press and hold it for 20 seconds.
10:00
Speaker 1
Okay? I tried to couldn't find what I was looking for on the website to try and figure this out how to do all this, but after yeah. Okay, so the parent node.
11:00
Speaker 2
I will walk you through sir, you don't have to refer to the website.
11:00
Speaker 1
Yeah. I held the reset button for 20 seconds. It's blinking red. Disconnected.
12:00
Speaker 2
Did you already reset it? OK, and what about your child note, sir? OK, OK, so let's also reset the child note. The same thing you did with a parent node, just press and hold the reset button for 20 seconds.
12:00
Speaker 1
okay [silence] it's blinking blue right now.
13:00
Speaker 2
sir
13:00
Speaker 1
Oh, the parent node is purple. Okay. Now, that is purple as well now. Okay. Okay, he did that five times. [silence]
14:00
Speaker 2
Purple okay, that's good to hear it's now in setup mode. now let's just wait for it. let's wait for the the child node to turn to purple light as well. okay, that's good to hear. alright, sir. so on the on your parent node, to manually configure it and go online, just press the reset button on the parent node five times within five seconds. now too fast now too slow. press and release. alright.
14:00
Speaker 1
It's just blinking purple.
15:00
Speaker 2
Alright Sir. Give it some time. So.usually we did is a manual configuration of your router. So it will configure your parent node to go online and it will also way of adding the child node. So let's just wait for at least 2 to 3 minutes. Alright.
15:00
Speaker 1
The parent node is solid blue. And the— or, you know what, actually, they're probably talking to each other now, 'cause they're blinking.
16:00
Speaker 2
Okay. Okay. Okay. That's good to hear sir. Let's just wait for it.
16:00
Speaker 1
I'm both blinking red.
18:00
Speaker 2
Mhm, no problem, sir. Okay, just give it some time. It will probably take a couple of minutes, considering that we're um, configuring the parent node and at the same time we're adding the child node. So, let's just um, wait at least uh, five minutes. [silence] use flight staff it's called
18:00
Speaker 1
the parent node is a slow blink and the child is a: fast blink, silence yeah the ethernet cable doesn't feel like it's got... silence
20:00
Speaker 2
sir oh how about now okay uh can we also check the physical connection between the parent node and your modem if it's properly plugged in
20:00
Speaker 1
like it's loose at all. Nothing is unsnapped. The cable from the wall is in the modem quite well. That's plugged in. Yeah, it looks, it looks to be set up correctly. The ethernet. So, the ethernet cable from the modem, I have going into the parent node in the thing that says internet, not the ethernet one, but it says internet. I assume. Yeah, and then the if I had an ethernet, I would run it from that to the to the child node, but I don't.
21:00
Speaker 2
All right. Yes. Yes.
21:00
Speaker 1
they're still both they're still both blinking okay that's out yep that's unplugged okay yeah when it when I plug it in it it'll turn blue.
22:00
Speaker 2
okay um uh how about now sir they're still both blinking okay um how about this um let's let's uh unplug your child node first okay let's unplug it from the power source And then uh let's unplug your, parent node as well all right and let's also uh refresh your modem let's unplug it uh the the parent node turns solid blue for awhile or i mean for a moment
22:00
Speaker 1
And then usually, when I tried to connect to it with my phone, it would start blinking red. [silence] Everything's been unplugged for about an hour.
23:00
Speaker 2
Actually, that's uh that's a normal light pattern. Uh it would take two minutes for the device to turn or to go online after you you plug it in. So the solid white, I mean solid blue that uh you're you're seeing, once you plug it in, it's just um you know, it's just a power on light. [silence] So did you already unplug everything?
23:00
Speaker 1
All right. Autonomy is plugged in. [silence]
24:00
Speaker 2
Okay. Alright. So, let's plug in your modem first. Let's wait for the modem to stabilize and go online.
24:00
Speaker 1
All right, it's green. Um, I don't know how to spell that cuz it's just one light it just says green. You know, and when I looked on the surfboard, it said that that meant it was connected or it was [silence].
25:00
Speaker 2
Okay. It is also showing online. Okay.
25:00
Speaker 1
I'm plugged in. Flashing blue light. So it's just starting to warm up [silence]
26:00
Speaker 2
Flat. All right. So let's plug in your parent node. [silence] back to the power source. [silence] All right.
26:00
Speaker 1
It is just flashing.
28:00
Speaker 2
all right sure about now OK, so let's reset it again. now, So press and hold the reset button for 20 seconds.
28:00
Speaker 1
At, Yeah, I'm here. It's blinking blue right now. Uh, yeah. I think,
29:00
Speaker 2
another sir the drill okay oh but also are do you have a device we can use to connect directly to the router
29:00
Speaker 1
I don't know how to do that with an Ethernet cable though. Let me think about maybe I might have something here. Yeah, my the last time I had a problem I had an older laptop that had an Ethernet port. And
30:00
Speaker 2
I believe there's a an Ethernet port on the router. Oh, yeah. It's okay, sir. No problem. Uh, we can just connect it wirelessly, though. Mm-hmm.
30:00
Speaker 1
like three years ago and I upgraded it and I didn't even think about that. Huh. Okay, yeah, I don't have a way to it right now. It's purple, solid purple. Yes, let's see here. I think I got enough battery down.
31:00
Speaker 2
no problem, sir. it's okay. um, so what's the light indicator now on your parent node? purple, okay. alright. so, um, can we have your computer and use it to access the web interface?
31:00
Speaker 1
Uh, yes. Velop setup A3. Let's see. Does it matter, I want to do the one that's on the parent node, right? Obviously. OK, so yup, I I've got that. It says.
32:00
Speaker 2
Alright. And then you look for, or I mean, you connect your laptop through Wi-Fi. And then you look for the default Wi-Fi name that is indicated on your parent node on the available networks. Yes, sir. Yes, on apparent, no.
32:00
Speaker 1
okay. So. Damn. let me just as I'm gonna. forget this network real quick and try again. All right. password that's on the bottom. Sorry, this is taking so long. All right, it's thinking now. All right, it says it's connected and I have a green light. Oh, not on the note. I'm sorry, on my computer. Nope. Safari cannot find the server because Safari can't find it.
33:00
Speaker 2
m. [silence] A green light. On your computer. So it's connected but no internet. m I'm sorry.
34:00
Speaker 1
Mhm. Mhm K K H₂S coli forward slash my hyphen router dot L A.
35:00
Speaker 2
We still need to configure your router because it's still in setup mode. So on your, on your browser, let's type in on the address bar HTTP://myrouter.local. Can you repeat that one, please? Y Y. Uh Yes, that's correct. And then hit enter.
35:00
Speaker 1
This connection is not private. Yep. Link says smart WiFi. Hit trust. Do I want to trust this, I'm assuming? Yep, yep, that's where I'm headed right now. Okay, so let's get up and running. Let's download the Linxus app. for setup. Yeah, that's where I'm, headed right now. Okay, so let's get up and running.
36:00
Speaker 2
all right, and then just uh click on view certificate I'm sorry Yes, sir. so is there like a visit this website Okay Okay the uh can you see there like um an option to continue Hmm
36:00
Speaker 1
No. Uh yes I just clicked on the photo and it's um it says one moment please. Oh right. All right. Internet connection is down. Access router. I'd asked for a router password. Is it the same password I put in there?
37:00
Speaker 2
Okay. But can you see there, uh, two photos of a phone? Yes, alright. Uh, S-A-S-S, router. Mhm. Uh, there the by default, sir, the router password is admin, all lowercase.
37:00
Speaker 1
We've updated our password requirements to be more secure. Please create a new one. Hm, it worked. Okay, so now I'm in this like um lots of stuff. Yep. Yes. Yeah, one says network status. Um. Oh yeah, way down at the bottom, yup. Yes.
38:00
Speaker 2
all right. so here's what we're going to do sir to configure your router. so this is a uh manual configuration. uh you can see there on the left side the smart wifi tools, right? And then on the right side, you can see white boxes. Hmm. All right. So let's scroll down and under those white boxes, you can see blue I mean, uh hyperlink words. Like the and user licensed agreement privacy statement. Can you see that? Yes. Can you also see there's CA, CapitalCA? All right. Let's click on that.
39:00
Speaker 1
Okay. Under, yes router, yes settings. You will see a router set up. That says, please set your Wi-Fi ID, ID, password.
40:00
Speaker 2
All right, so once clicked, your page will kind of refresh and it will add you, I mean, it will add more settings. Then let's proceed to connectivity under router settings, correct? And then under connectivity, you can see there basic internet settings on the tab. Yes. And can you also see there VELP setup or CA router setup, CAU VEL setup, like that? All right. Click on that. And then, can you tell me what can you see there? All right, so your SSID will be your Wi-Fi name and the password will be your Wi-Fi. All right, so, So, let's let's um update your SSID and uh a the Wi-Fi not actually, Wi-Fi password.
40:00
Speaker 1
I pressed the setup node button. It just says applying changes. The hardest part is picking the password.
42:00
Speaker 2
All right. So, the gel ready set up? All right, so you're on the right track. So, um, you'll be, actually, yeah, you'll be disconnected probably to the wifi considering considering that you just changed the wifi name and the,
42:00
Speaker 1
red
43:00
Speaker 2
passwords. You just have to reconnect to the wifi. all right. So you go back to your wifi settings and then click on the new wifi name and enter the password. Uh by the way sir, what's the color of the pairing note right now? blinking red. It's probably still configuring.
43:00
Speaker 1
Hmm. Interesting. All right, just need one more second here. All right, well, now that says I'm connected. Okay. [silence]
44:00
Speaker 2
Hi, thanks for calling. This is Joe from the rescue. Oh, the service. I'm sorry, sir.
44:00
Speaker 1
My I went in and I connected to the new Wi-Fi network put in the password my computer setting says I'm connected know I'm back on the on the website and I'm waiting for it to connect that way it says still says you are not connected to your router it did when I went back to this when I toggled back I'm gonna hit re try right now yes still router not found
45:00
Speaker 2
Right. All right. You just have to. Did you already refresh the website? Okay. All right. You may type in the same address. Mhm. And then try to log in. And then re-login.
45:00
Speaker 1
Okay. So, close out the my router.local and re-login. It's so confusing. [silence] It's, it's thinking. It's just really slow. Oh, that's what I'm, that's what's taking a, it's not loading. That's what it's taking a while. The my router dot local. It's, um, not loading.
46:00
Speaker 2
How was it, sir? Mm-hmm. I see. Let's just give it a couple of minutes. Oh, by the way, were you able to log in again back to the web interface? Uh-huh.
47:00
Speaker 1
correct
48:00
Speaker 2
it's not loading. Um, but, any, what did you search? Did you type in HTTP s colon double slash my router dot local again? I got. Mm-hmm. Did you type it in the address bar in? Can we do it again? All right. Okay.
48:00
Speaker 1
Yep, I'm here. [silence] Uh, it doesn't like my password. [silence] Can I just reset my password? I don't know why it's not. [silence]
50:00
Speaker 2
How about you? I? Hello, sir. Were you able to log in now? Uh, yes, you can actually do that. Did you input the the first password that you created right? Do you want to change the password to a new one right now? Oh, that must be right. Yeah, because I needed to input something. Yeah, sir. I was scared that I forgot this password. Yeah, of course. Why would you? What did you do, Dammit. Wr. Okay. Are you going to do the same at the server? Damian, please Hussein, slow. I'm sorry. Never mind. What did I pay? And sorry, thank you, sir.
50:00
Speaker 1
Yeah, it's not liking it. Give me just a second here. Let me try it a different way. There. I think I got it. Okay, so I'm back on. It says no internet connection. Yep. [silence] I don't even know if yup. I don't even know if I have service out here. [silence] Give me just a second. Hold on. [silence] I can't tell if I've got service out here or not. [silence] Okay, help me figure this out. Come on. Oh, look. Seeing you broke me free. Good thing.
51:00
Speaker 2
took a pause and how about this let's go to troubleshooting and then under troubleshooting you can see their status and then under status you can see devices and report
51:00
Speaker 1
Correct. Yeah. Yep. There's no X marks. The internet one there's no X. There's no X anywhere. Yep, there's not one, they're both blank. Yep. It just says ports. And then it says internet and then it says one, two, three, and everything. The box is next to them, they're all blank, no X marks.
52:00
Speaker 2
right? mm-hmm. can you click on report? alright. and then you try to scroll down. clay see their port? alright. can you see like an X mark on the boxes? there's on the internet, they're all blank.ICE. oh. mm-hmm.
52:00
Speaker 1
that must mean that my, my modem is kaput. Yeah. Yeah. I think, so, I don't know I don't know I'm, so I am kind of looking at the modem right now and it feels warmer than it should be. And it doesn't feel like the it there there used to be like a little fan in there and I just I don't feel any air moving. So I'm wondering if my modem isn't working.
53:00
Speaker 2
Okay. um that only means that it's not getting or it's not uh recognizing the port. I mean uh the ethernet there's probably an issue with the ethernet cable. Mm-hmm. Mm-hmm. Mm-hmm. Yeah, it seems like um, you know, we have done two different troubleshootings to uh the ethernet cable, so far.
53:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. I'm guessing, I'm guessing the modem is broken, I, I, I used to have an Xfinity modem and I was, and I was having troubles with it connecting to linksys. So I ended.
54:00
Speaker 2
um work on and set up your router and this this is actually like unusual for the router not to work right away with those troubleshooting um if you don't have a way to connect directly to the modem that's we also need to isolate the issue uh what I can suggest uh sir is um you call your internet service provider and try to check with them is uh we I mean uh the the router is not uh picking up internet from the port.
54:00
Speaker 1
last time I had called, you know, 2020 I think. Um, you had suggested that, or someone at Linksys had suggested that I go and get a new modem. So Xfinity didn't have a modem on your guys' recommended list at the time. Uh, so I ended up going and buying one at Best Buy. Um, but now that I'm kind of looking, it's a it's a surfboard, which is a good one, but it it does not, it feels overly warm, so I'm guessing something happened to it. So, I will, I'll go buy a new modem, hook it up, and go through the process again, and if I have any, I will give you a call back. Okay, that's good. Well Dylan, thanks for your help. Sorry it wasn't successful. We'll do. Thank you. Yep. Bye-bye.
55:00
Speaker 2
[silence] Superb know what troubleshooting we have performed. Right, sir. Right, you are very much welcome. Sure, no problem, sir. You can always give us call back, okay? Just don't hesitate. All right. So thank you so much for calling again, sir Ben. Have a great day. Take care and this is Jill. Bye for now.
56:00