V2 Rubric Detail — 06cab9ea-6055-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 20:36
Duration
22m 17s
Contact
Scott Risher
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132311
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_Reconfiguration of the router
⚠ 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

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

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.8% (+19.8)

V2 Grader Summary

The agent followed the correct technical path by resetting and attempting to re-pair the WHW03 node using the 5-press method, demonstrating ownership. However, the issue remained unresolved, critical technical inaccuracies were present (LED color, URL), and communication was poor—lacking empathy, clarity, and efficiency—resulting in an ownership gap.

V1 Case Analysis

MX8500 node unstable (solid/flashing red) after incorrect reset and 5-press pairing. Agent provided wrong instructions and fake URL. No case created, no follow-up set.

Troubleshooting Steps
  • Requested model number (MX8500).
  • Instructed a 20-second factory reset on the problematic node (incorrect duration).
  • Advised a 5-press reset on the parent router to re-add the node (incorrect method for MX8500).
  • Observed node LED changes (purple, blue, red).
Key Observations
  • Agent instructed 20-second reset (should be 10 seconds for MX series) [11:00].
  • Used 5-press pairing method on MX8500, which is not supported; correct method is web UI add-node [13:00].
  • Provided fake support URL: support.linkssus.com instead of support.linksys.com [21:00].
  • Repeated same questions multiple times (e.g., 'Did you turn it on already?' at [08:00]).
  • Declared resolution despite customer reporting continued flashing red [20:00].
  • No case number created, no warranty check, no serial collected.
Positive Highlights
  • Polite and professional tone maintained throughout the call.
  • Attempted to gather model information from the customer [02:00, 09:00].
  • Offered to send a video for further assistance [21:00].
Agent Errors / Gaps
  • Incorrect factory-reset time (20 seconds instead of 10 seconds for MX series) [11:00].
  • Used 5-press pairing method on MX8500, which is not supported per KB; correct method is web UI add-node [13:00].
  • Provided invalid support URL (support.linkssus.com), which is not a Linksys domain [21:00].
  • Failed to verify warranty status or collect serial number.
  • Failed to create or cite a HappyFox case.
  • Repeated questions unnecessarily, causing confusion and inefficiency [08:00].
  • Declared successful reconfiguration despite ongoing customer-reported failures [20:00].
  • Did not confirm stable connection before concluding troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The child node repeatedly cycles from blue to red throughout the call and ends flashing red; agent confirms 'did not reconnect' at close.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed reset and 5-press pairing, but skipped critical ISP/modem check and signal strength assessment.
R3 Met Correct resolution path conf 95%
Agent correctly chose factory reset and re-pairing for a non-connecting child node, aligning with standard WHW03 troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified LED symptoms and model numbers but failed to ask about internet status, WAN connection, or placement obstacles.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent appropriately used physical reset button and 5-press method for node re-pairing.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated post-reset LED would be 'pink or purple' (should be solid purple) and gave invalid URL 'support.linkssus.com'.
Communication
C1 Not Met Clear & professional language conf 95%
Excessive silences, repetitive prompts ('okay'), and no clear framing of steps or time expectations.
C2 Partially Met Confirmed understanding conf 88%
Used simple terms but repeated model number requests unnecessarily and did not confirm customer understanding of steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, performed full reset/re-pair attempt, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 90%
Provided next steps (reset and 5-press) but offered no timeline or follow-up commitment if issue persisted.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer frustration ('this stupid thing keeps dropping me') or empathy expressed.
X2 Not Met Tone & rapport conf 93%
Monotone delivery, poor pacing, and failure to adjust after customer confusion or repeated plug/unplug efforts.
X3 Not Met Overall experience conf 95%
Repeatedly asked for model numbers already provided and required multiple device movements without consolidating checks.
Call Transcript36 turns · 40 lines
Speaker 1
This is lynchis technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a lynchis specialist. Hello Hitho? this is cairo from lynchis. Is this Mr Scott Reacher? I think you got disconnected, that's why I'm calling you back right now. So let's continue sir. What's the light status on your child nodes Again, you have got three child nodes, right
00:00
Speaker 2
Hello. Hello. Yeah, we got disconnected. Let me go check. Um, yeah, one is kind of a light greenish. Um, one is kind of a, the other one's a light greenish. And then the other one is more of a, um, like a dark.
00:00
Speaker 1
Yes. Okay, so two is kind of like greenish, right? That's a good light, sir. The one is solid red. Okay, sir, um, this, um, node that has a solid red, um, Is this the farthest node? Okay. [silence] Mhm. Uh-huh.
01:00
Speaker 2
Another one's solid red. They're all solid, but two of them are like a light not the blue, it's four total. The main node is is a blue. Uh... Yeah... Yeah... Red, yes. No, actually okay, so the main node is a larger tower, it is a... it's a bigger bigger tower, and there's two smaller towers that are the solid greenish light. Now, this other one that is
01:00
Speaker 1
Okay. Can I have the model number of that, uh huh, okay? May I know the model number of that nodes, sir? Okay. Um, okay. Okay. Okay, may I turn off, unplug the power cord of the snowed again? Yeah, leave it unplugged for a few seconds. Yes, a few seconds. Then plug it back in. since it this is the only one that it did that is not reconnect, the other two has a correct.
02:00
Speaker 2
So I am solid red is a big node as well. It's a bigger tower, um, than the other two. It's the same size as the main one. Okay. hold on. It's the MX 8500 as well. It's the same as the primary node. All right, Let me try. Hold on a second. Okay. Well, unplugged. Let me wait a few seconds.
02:00
Speaker 1
Why is it like greenish? Yes sir. It's either, it's either greenish or like blue. Uh while waiting for that, no sir can I have the model number of that um the smaller tower? Okay. Yes. Okay. Uh okay. Sorry.
03:00
Speaker 2
is that green light normal or should they be or should they be blue hold on hold on let me replug it I can replug this one in huh let me show all right that's way replug let's stick with this one for a minute cuz I got to walk all around the house to All right. Solid blue to start. Now it's blinking blue. Blinking blue, come on, baby. Come on. This stupid thing keeps dropping me.
03:00
Speaker 1
It's solid red. It's solid red. Okay. It seems that it did not reconnect. So we need to reconfigure this here. Like we need to reset it and then readd it to the network. But we need to bring this one first near to the parent node. It's clicking red. Okay. Let's just let's just. Wait
04:00
Speaker 2
I'm still blinking broo. still blinking blue. And I went solid red again. Okay. So ...yes. It went from blinking blue to a solid red. Mm. What do you suggest we do with that one? blinking. Hold on. It's blinking? Oh, now it's blinking red. It's blinking red now. Yeah, one from solid red to a blinking red.
04:00
Speaker 1
It went to blue. All right. Let's just wait for like a couple of minutes, like another minute.
05:00
Speaker 2
no, no. Now it went to blue. Okay, so that went to blue. Yeah, like it found it. Um, let's, let's, nah, damn it. Now it went back to red. It came back to blue. Oh, my God. And it went back to red. Solid red. Okay, so I got the power cord and where does this one plug into? You get that directly I have a portable router in process. Does that interfere with anything? Yeah, my wife works from home and she's got a little portable router that she's trying to I don't know that would be impacting this not at all. Okay. So I doubt it. You're working with that one right now? It keeps going up and down. I work for a second then it goes okay. Let's focus on this tower. It's the bigger tower. It's solid red. So what what what I have it's only I mean I it's it's only in the next room over. It's in a it's in a direct line of sight with the primary tower. So I mean I don't think it's a distance issue but what will we do to reset it? I don't know. You tell me.
05:00
Speaker 1
Like within 10 feet away from the router or from the parent node? Hmm. Did you turn it on already? Okay, all right. [silence] Did you turn it on already? Okay, all right. Did you turn it on already? Okay, all right.
07:00
Speaker 2
we don't necessarily need it. All right, I'm going to bring this one. Yeah, no, that's what I mean. Um... Okay, I'm gonna bring in this one. me the plug. Me the plug. don't know where I can plug this in. I can't plug that. That's for sure. Um. Give me a minute. No, hold on. One sec. I'm trying to find a plug. Close enough. Okay. I'm with it about 10 sec...
08:00
Speaker 1
okay. okay. yeah, let's check. still it's still starting up, so that will take like a minute or two. okay. okay. I'm sorry, since you go near to that node, can I have the... model number of that node, as well?
09:00
Speaker 2
I'm just going to just now plug the back in. Okay, then I'll back in. It's got a solid blue light, but it's trying to connect or whatever. Now, it's. Now it's blinking blue. Give it a minute. I'm just going to go walking into another room and see what the others are looking like. So those are still the light green. That one's a solid light green.
09:00
Speaker 1
I okay. okay. okay. okay. Thank you. okay. [silence]
10:00
Speaker 2
I can't hardly see it. I'll get a, I need a magnifying glass or something. Let me try as well. A magnifying glass. Eating my exercise. What's that little magnifying class we had. There you go. Thank you. Hold on. Looks like WHW03. I think that we have two of them that are the same model.
10:00
Speaker 1
Mm-hmm. Mm-hmm. It's still solid red. Okay. So, we'll do a reset on that node, sir. So we'll again to uh, reset that node, press and hold the reset button of the non-working node. press it for 20 seconds. Press and hold it for 20 seconds. Yes.
11:00
Speaker 2
Yeah, w H W 03 on the smaller ones. Okay, going back to that second big tower. It's back to a solid red. There we go. Mhm. Okay. [silence] [silence] 20 seconds. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12.
11:00
Speaker 1
Okay. Yes. Mm-hm. Yes. Just release it. Yeah. Let go of it. Then wait until the light burns solid. And after the reset, it'll goes to the pink or purple light.
12:00
Speaker 2
13. 14. 15. 16. 17. 18. 19. 20. Okay, so the light went off, but now it came back and it's blue. Let go of it. Yeah, it's blinking, flashing blue. Bill flashing.
12:00
Speaker 1
Okay, so I'll paint now. All right, so to add this node against to the network, is we need to press again the reset button of the parent node. Same thing that we did earlier, five times within five seconds. Yes, parent node, again, press the reset button five times within five seconds. Um, no, sir, no, no.
13:00
Speaker 2
Now, it's PYN K solid kink. All right. For the parent node. Okay. Is not going to change the name of my network again? Okay. Here we go. One two.
13:00
Speaker 1
How about the child's nod? Okay.
14:00
Speaker 2
three four five Okay. now it's Stay in solid moon. It's like it flickered for a second, but now it's saying. Okay. now it's now it's kind of It did flash for a second. Uh child node? is still pink. Nope. Now it's flashing. flashing pink flashing red, actually. Yeah, flashing red. Come on, turn blue. Uh, Still flashing, flashing red
14:00
Speaker 1
still flashing red. Okay. Yeah, let's wait for like another minute to make sure it's fully stabilized. Okay.
16:00
Speaker 2
Still flashing red. Heck in a minute. Now it just went to solid blue, but just now. So let's see if it'll stay. Thinking about it. Come on, stay.
16:00
Speaker 1
Ok. We can unplug now sir. And we can put it back. Yes. to its location.
17:00
Speaker 2
all right, it looks like it's staying blue for now. bring it back to a. it was. Okay, I'm unplugging. Yes stays on blue for right now. All right. Give me a little.
17:00
Speaker 1
okay.
18:00
Speaker 2
All right. Re-plugged in, and it's staying solid blue. But let's give it a second. Yup. Now it's going to flash. Come on. Starting up again. Stay blue. Stay blue. [silence] No, and went red. and it's flashing red. flashing red
18:00
Speaker 1
So when problem connecting to the network, I'll like to do another minutes, sir. No, it's goes back to regular. Problem in connecting to the network. Let's redo this.
19:00
Speaker 2
Umka. stayed blue in that room. Now it came to blue. Stay there. It came solid blue, but it just now did that. So let's see if it'll stay that way. No, that flashed back to red.
19:00
Speaker 1
Generally, it's like still starting up. It's still connecting to the network. Okay. Okay. Okay, so everything is back to its connection. So we're able to reconfigure the parent node. Why don't you go ahead with some network? And, um, as well as the other two child nodes reconnect right away after we change the old settings, but this second, uh, third node that you have seems like it, um, did not reconnect. So, what we did, we just do a reset, uh, that node, okay? And then, um, add it again, um, using the 5 press, um, method, okay? Um, so, you mentioned earlier that you still wanted that video, sir? Um, okay. Um, yes, sir. It's free. Okay. Aright, no problem. Aright. So, is there anything else, sir? Aright, you're welcome, sir. You may also check our website and that is support.linkssus.com if you want to check links products and updates, okay? So, thank you for calling LinkSuSir. This is Carla. Have a great day to you.
20:00
Speaker 2
Right. Okay. Okay. Okay. All right. If you can send it to me, is that free? Can we just send it to me so I have it as a backup? Right. Send it to that email. Okay. I think we're good for now. I appreciate it. All right. Appreciate it. Thank you. Bye-bye. [silence]
21:00