V2 Rubric Detail — 0cbe1984-6f35-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 18:55
Duration
45m 20s
Contact
Jackie Goodwin
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134501
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall35.5% (-4.5)

V2 Grader Summary

The agent applied some correct troubleshooting steps like the 5-press reset for MX2000, but failed to escalate a solid red/magenta LED issue, used contradictory reset instructions, and did not leverage diagnostic tools. Communication lacked adaptation to the customer’s tech literacy, and ownership was relinquished by asking the customer to call back. Despite partial efforts, the case remained unresolved with no path to resolution established during the call.

V1 Case Analysis

Customer reports MX2000 node with red LED and no internet. Performed 5-press reset, attempted app setup, unable to restore connectivity. Created case LCS00134501 and advised to reset ISP modem and call back.

Troubleshooting Steps
  • Collected model (MX2000) and serial number.
  • Identified primary vs. child nodes.
  • Performed 5-press reset on the primary node.
  • Attempted to guide customer through Linksys app setup.
  • Instructed customer to power-cycle the ISP modem.
Key Observations
  • Agent incorrectly mixed 5-press reset (diagnostic/escalation) with factory reset (30-second hold), contradicting KB guidance for MX2000.
  • Failed to verify ISP modem status before performing router resets, violating standard protocol.
  • App setup guidance was overly complex and not adapted to customer's difficulty locating the app.
  • Contradictory reset instructions: 5-press at [09:00], then 30-second hold at [22:00].
Positive Highlights
  • Correctly identified MX2000 as a 5-press compatible model and performed the procedure accurately at [09:00] (see universal_5press_models.md).
  • Collected accurate model, serial number, and customer contact information.
  • Created a case number (LCS00134501) and provided a clear follow-up action (reset modem and call back).
  • Identified the primary node correctly as the one connected to the modem.
Agent Errors / Gaps
  • Advised a 30-second factory reset hold after already performing a 5-press reset, contradicting prior steps and KB guidance for MX2000 ([22:00]). The 5-press method is for diagnostic escalation, not a factory reset (see universal_5press_models.md).
  • Failed to confirm ISP modem functionality before troubleshooting the router, violating standard protocol ([12:00]–[15:00]).
  • Provided confusing and inconsistent app setup instructions without adapting to customer's difficulty ([17:00]–[38:00]).
  • Did not clarify that the 5-press method is not a factory reset, leading to confusion about device state.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended call without resolving internet connectivity; customer instructed to call back after ISP modem reset.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed 5-press reset and power cycle, but skipped critical steps like checking WAN connection or firmware.
R3 Partially Met Correct resolution path conf 85%
Agent pursued troubleshooting path for in-warranty hardware, but failed to offer non-destructive Recovery Key method before resets.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red/magenta LED and initiated reset, but did not ask about WAN status, PPPoE, or prior setup attempts.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin dashboard, remote diagnostics, or modem speed test despite clear need for deeper investigation.
T3 Partially Met No misinformation conf 90%
Correctly applied 5-press method for MX2000, but later instructed 30-second hold (factory reset) without confirming necessity.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide setup but lost control during app confusion; repeated instructions without adjusting approach.
C2 Partially Met Confirmed understanding conf 80%
Agent used simplified terms like 'primary node' but failed to adapt when customer struggled with app navigation and terminology.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created case ticket and gave callback window, but handed off resolution to customer instead of owning follow-up.
O2 Partially Met Proactive follow-through conf 80%
Provided case number and instructed to call back after ISP contact, but did not confirm next steps or ownership of resolution.
O3 Not Applicable Closure confirmation conf 100%
No evidence of prior contact or handoff; appears to be first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Node showed persistent red/magenta light after resets — a documented escalation trigger per KB, but agent did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but never acknowledged customer's frustration, age-related tech difficulty, or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent persisted with app instructions despite customer's clear confusion, but eventually shifted focus back to hardware.
X3 Not Met Overall experience conf 95%
Customer repeated model number, serial, and email multiple times; agent failed to document and reuse information.
Call Transcript78 turns · 83 lines
Speaker 1
[silence] Hi. Hi. Uh, yes, I'm calling about my loan. Ah, I'm not getting it connected to the uh, internet?
00:00
Speaker 2
welcome to linksys support for in warranty products our support team is available here to help with performance and hardware issues register your product by visiting register linksys.com please have your device serial number ready for assistance press one for for out of warranty products paid support may be available depending on the issue please have your devices serial number and contact information ready if unavailable kindly call back later thank you for calling linksys my my name is Nathan may I know whom I am speaking hello yes my name is Nathan may I know whom [silence]
00:00
Speaker 1
Jackie, I got one. So my, I had it on speakerphone and the person I was talking to, when I was trying to change it, I pressed the off button and then I lost connection. So, you wanted on speakerphone? I need to get my Lensi, it's working with my Internet and you're speaking with Jacqueline Goodwin. Okay. Uh, I see the patTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
01:00
Speaker 2
Can I know your name please? [silence] Again your name is? [silence] I cannot hear you properly. Can you come closer to the phone? [silence] I wanted to know who am I speaking with and I wanted to know how can I help you. What the Uh huh. [silence] Jack. Uh what is the serial number of and the number of your latest device?
01:00
Speaker 1
password, i see the serial number oh, model number is MX 2000. serial number is 50D10M256C-36-25279-00000. okay How many two thousands do I have? Okay, this one is Well, I got two connected. Let me see what the other one is
02:00
Speaker 2
Mm-hmm. You have the serial number. Let me take a look. All right. How many mx2000 do you have? How many units? Yes. 1, 2 or 3? [silence] How many MX2? [silence] [silence]
02:00
Speaker 1
Okay. [silence] I have three connected. [silence] But the other one got disconnected. [silence] I don't know why they took it off. [silence] I got one under this TV. [silence] I'm trying to get to it. [silence] It's got the red light on. [silence] Cox business. [silence] Jackie. [silence] Yes, I have an email. [silence] Jackie at MGA [silence]
03:00
Speaker 2
internet service provider [silence] let me create a case ticket for Jack do you have an email address
03:00
Speaker 1
[KEEP_UNCERTAIN] Keeping worse. Cox, C-O-X mail dot com. That's M-A-I-L. You see me on, you see me on, you see me on, you see me on. Okay, Jackie, J-A-C-K-I-E at, m's in Mary, G's in George, A's in Apple, then Cox, C-O-X, mail, M-A-I-L dot com. Jackie, M, G, A, Cox, mail, dot com. Oh. I probably have three. I have two.
04:00
Speaker 2
carey.mitchell@x.gmail.com now can you repeat one more time your email address can you spell it for me please all right thanks Jackie can we how many units do you have how many a.m X 2000 23 or one
04:00
Speaker 1
your oven is not connected. Well, one is not, connected to anything. It's fine. Okay, wait a minute. Let me speed the volume up a little bit. Can't even read it. I don't have much light. I'm gonna turn this phone light on. I hope I don't get press the wrong thing and get connected. Just connected. Okay, you see a line? Hello? Oh, okay.
05:00
Speaker 2
Hmm. Can you bring all the three of them nearby? Close to each other? That right. At least can you- make it closer at least one foot or within three feet away. Yes, I'm here. MX2,000 as well. [silence]
05:00
Speaker 1
All right. Let me go back to the other. So, you want me to disconnect this one in here? Okay. That's the one that it's connected with, thank. In it. Okay, let's see. Let's see. All right. I got these. Let's see here.
07:00
Speaker 2
What is the color of the light on the original one? [silence] Okay. Can you tell me the color of the light on the top of the MX 2?000? [silence] Red.
07:00
Speaker 1
It almost fell on low-time. If that happened, all right. Now, what you want me to do now? You said that? Okay. Right. And this is the one I'm connected to? This is the one connected to the, to the modem.
08:00
Speaker 2
Now, I need to check what is the color of the light on the MX-200. the primary. You have multiple devices, one will be called primary that is the one connected to the modem and the rest will be the child nodes. Those are not connected to anything but the power. Are we good with that one? To the modem.
08:00
Speaker 1
on the front of the modem. it's uh the top one is gold, yellow, this color. the next two blue the bottom one is yellow. the little word-looking symbol. that's the modem. okay. lanceses is kind of a pinkish looking color. it's not okay so what I need to do okay okay.
09:00
Speaker 2
All right. Now the one that's connected to the modem, tell me what is the color of the light on top? That's the modem? That's for the modem? Right? What does the lynx? The lynx says, you've pressed the reset button on this one, right? That's okay. Can you press the reset button? I need you to press and release the reset button, but this time I need you to do it five times. Press and release one press per second and do it five times.
09:00
Speaker 1
Yeah. It's blinking now. Oh, it's white looking. Nice. Nice. Think. The name is what now? Okay. Wi-Fi name, I had two names on here. I had the 2.5 and that was lady. And then the 2, I mean, 2.4 was lady.
10:00
Speaker 2
done have you done it say the color of the light now did it blink now underneath the router there is okay there is a label with a name network name can you find it for me the network name or wifi name default network name can you take a look at it underneath the main node
10:00
Speaker 1
And then the other one was uh, 2.5 was Jackie. So, ch, chili Z C. Uh huh. Uh huh. [silence]
11:00
Speaker 2
You've reset the router, now it's at the default, defenses set up the default Wi-Fi name is underneath the router. You can take a look, what's still written underneath? It will start with in setup something like that. Vellup setup, then followed by a three-digit number or characters. And you can take a look is underneath the router. 7C1 all right. Did you download the Linksys application to your mobile phone?
11:00
Speaker 1
I don't know it's back read now. Uh-huh. Solid red. Turn it off. the bottom. Okay it's off. Okay. now I don't know how to turn it off. Is that button that say off?
12:00
Speaker 2
Mm-hmm. Uh, the LED light is red. Okay. Uh, the modem is not working. Can you turn off Linksys? Turn it off. Unplug the power. Mm-hmm. Now turn off the modem, the one given to you by Cox. Done? Yes, that would be good idea. Output? Mm-hmm.
12:00
Speaker 1
Okey. Okey. um well the all button is on. Now the rst other has got to get on. [silence]
14:00
Speaker 2
not yet not yet not yet not yet all right okay plug in the modem now do not plug the link says just the cops
14:00
Speaker 1
You guys should wonder what I'm doing. I have this modems. I mean this thing behind this. Okay, it's on the cox modem, it's blinking all the lights except for the top one. It's not blinking. It's the other one. Blinking yellow. Greenish. Greenish. The, um, the Nancy, Nancy is not on. [ silence ]
15:00
Speaker 2
blinking yellow. It should be green. Ah, right? uh,yes, it should be greenish. Let's wait for the light to become stable. While waiting for it one, can you download in your mobile phone, the link says after the.
15:00
Speaker 1
Oh, Lord. Okay, there is it. All right. So now I need to type in Lindsay. How you spell it? L-I-N. Transcribe this audio from the left channel. Yes. Okay. S. Y. N. Mm. Mm. Okay. And now, which one do you want me to click on? It's just, it's got me. Uh, I got a peak one. Lenciply smart WiFi lanzó router, lançou elope, lançou extender, WiFi, and smart. Well, I don't know which one to pick. Let me see. I'm going to pick the Lenciply blue okay. Now Lenciply with the black background. Open that up.
16:00
Speaker 2
and one that looks like two letter L's Blue color on the black background. Don't want that. This color blue color blue. You have it. Black background. Yes.
17:00
Speaker 1
Okay. Loading the setup. Okay, ready to complete setup. So, I click on complete setup. Okay. Now, I'm looking in at the note. N-O-D-E. Look at the note. And that would be the next thing. Okay. It says, go to setting. I'm on step two. Is that where I'm supposed to be? They go to fitting on that.
18:00
Speaker 2
Yes. How many? Zero. Tell me what you see in this screen. I ate at a hard fork.
18:00
Speaker 1
You still there? Okay. What do you want me to do next? Like.
19:00
Speaker 2
I am here.
19:00
Speaker 1
Okay. It's blue. Two blues in the center. The top one is, greenish, uh, yellowish, whatever color that is. And the bottom one is that same color. It is no color at all. Do it twice. You said turn it on. Okay. It's blue now. It's supposed to be blue. It's blinking. It's just, blinking continuously.
20:00
Speaker 2
Mm-hmm All right turn on the linksys Okay turn on the power of the linksys device [silence]
20:00
Speaker 1
See a blue blinking?
21:00
Speaker 2
Solid blue. Hmm. In your mobile in your mobile phone, can you see the Wi-Fi name? Belt up setup seven see one. Go to the settings in your phone and look for the trend trend red. Hmm. All right. Can you press the reset button on Can you press the reset button on the Linksys? Press on Primary node on the node. Hold it for 30 seconds. [silence]
22:00
Speaker 1
Is that it? Okay. Stay right. It's supposed to change. If not, turn it, blink, and go blue. Let me see if I didn't do it right. If not, try another one. Like the rate. It's supposed to change. And it's not turning. Blink and go blue. Let me see if I didn't do it right. If not, try it again.
23:00
Speaker 2
30 seconds done. late. Yes. It should turn. blinking blue. Can you press can you use a paperclip or pencil maybe when you press the reset button? Make sure you press it properly. And then hold it for 30 seconds.
23:00
Speaker 1
Okay. okay. I'm gonna release it. It's blue, it's not blinking, this is blue. It's blinking now.
24:00
Speaker 2
Mhm. Is it blinking blue if you release it? Alright good.
24:00
Speaker 1
It's still blinking. It's supposed to go solid. Pink, oh. OK. It's still blinking
25:00
Speaker 2
It just turns solid pink or magenta.
25:00
Speaker 1
Now it's magenta. Sally. can I check to see if it's yeah it's connected it's got a check mark but it says no internet connection okay wait a minute close up where's my lens man
26:00
Speaker 2
Magenta solid right? All right, now in your mobile phone, can you check if your phone is connected to bellow set up 7C1? It is connected, right? All right. Now. Now I need you to, that's okay. That's okay. I need you to close the Lingus application. Close all apps running and then open the Lingus app on the top.
26:00
Speaker 1
on the phone right okay okay i'm trying to get back to the apps all right and he's a looking for it but okay there we go now close it up you say okay
27:00
Speaker 2
on the phone, close all running application and then look for the lens app. Open it. If it's open, close it. Start from the top. Close it and then wait for a few seconds. Open it again.
27:00
Speaker 1
So I gotta put it back in. Gosh. It's L I, L I, K S Y S. Okay. Y S Y, okay. It says no internet. Connection. Go to settings. Go to settings. Well, I can't open it. It's saying I don't have any internet on here. It says go to settings and set it back.
28:00
Speaker 2
okay. did you open the linxis app? no. no. as long as you're connected to the links is. alright. you already downloaded it. [silence]
28:00
Speaker 1
Uh-huh. At the what is it again well out. What so now? What you want me to do it. Open it up.
29:00
Speaker 2
you already downloaded the Linksys app, Okay, Jackie, you already downloaded the Linksys app, right? The objective is not to go to the internet. Your objective is to connect your phone to the router and we will set up the router. Okay? I don't need you to connect to the internet. I need you to connect to the router. Now, doing so, I need you to connect the phone to the Wi-Fi called Belob4 Setup 7 C1. You said are you connected to it? Belob4 Setup 7 C1. It says connected no internet and that's okay. Now, once you're connected, I need you to go to the Linksys application and then open it up. [silence] Go back to the main stream. Go back to the Mainscreen. Did you go to the App Store? No, no, no. No, get out of the App Store. I need you to go directly to the Open the App Store. Get out of the App Store. All right. OK. Close everything. Close it. It's OK. Close everything on the phone. Now, don't go to
29:00
Speaker 1
Okay, maybe I need to go back and redo it, because I don't know, like I see that. Oh, I got too many apps on here, can't see it. Okay, um. Let's see.
32:00
Speaker 2
Settings, don't go to settings, look for an application called linkeez and then open it.
32:00
Speaker 1
[KEEP_UNCERTAIN] I might just need to do it over again, because I don't see it. where I'm looking, I'm looking at these apps, and I don't see anything, let's see. I see. It's like what now? I see the WebEx, Zoom, hmm, Spotify, Google. Nothing on that page. I see Sirius. Okay, I'm still looking.
33:00
Speaker 2
links his smartify something like that [silence] links his smartify something like that [silence]
33:00
Speaker 1
I, I need my niece here because she know how to find stuff on this phone. I don't know nothing about this phone. I, I I just know when it admit I don't work, I'm illable. All right. I guess I need to start over because I didn't see it. And it's probably on here, but go back and start over with it. What I see you? on this page. Okay, I I see it, Lets see. I I see it. Open it up. I'm there. I'm there. You tell it is okay. Here we go. Go to setting. I'm on step two. I'm on step two. I never did close it. You told me to close it, right? I
34:00
Speaker 2
ry oh yeah [silence] open it, yes please, close everything and open it and start from the top are you using a [silence]
34:00
Speaker 1
I'm your phone. The heck is it saying? I'm just using me. I don't know what I'm doing. I don't know what I'm doing. Okay. Then saying, okay. I'm going cause it doesn't want to if you hit the bottom of it, it's going to say next so I can just sweep it up and down. I closed it out right? Okay. Okay. Click next. Okay. All right. Am I on next step two? Click next. Okay. Uh step three, select Wi-Fi on your settings menu. Sign in
35:00
Speaker 2
Okay, I'm trying to close out all the running applications. Yeah, click next. Yeah, tell me what you see in the screen.
35:00
Speaker 1
on Wi-Fi. on the setting. So I need to hit next, okay. Step four, choose your network. Next. Return to this app. Exit the setting, then open the, up. Okay. So, Okay. And it says create your router password. What are they talking about? Use the password to complete the setup of the internet.
36:00
Speaker 2
[speech] Next. Next. Next. Next. Next. Next. You did not close closing app. You did not close the app. It is the instruction from the previous conversation or running. Close everything. Can you close everything or reboot your phone?
36:00
Speaker 1
Okay. Oh gosh. So what I need to do now I'm on all these apps. I got my phone covered with apps. [silence] Okay. All right. Now, I'm still, I don't know what to do after I closed it, but I see Lindsay app. Is that
37:00
Speaker 2
you're still running an old instruction. Let's try. I can help. I need you to close the all running application, all including the Linksys app. Close it. Once done, reopen the Linksys app, and then start over. You should be able to see set up a new router, something like that. What you're doing right now, you're already towards the end of the setup. And so that will not work because that was the previous setup that failed.
37:00
Speaker 1
It's supposed to be a different app I'm looking at. I don't got confused, I say. It must be. Okay. So it's in utilities, that's where it was. I couldn't find it. So it should be closed now, right? Okay. So you want me to open it back? Okay. You're not going to like this. You need to create a random password. that's what popped up. So how do I?
38:00
Speaker 2
Yes. Is there any running application? Yes, try to open it back. No, no, you did not close it. It is not. it's not yet closed. It's still open. You have it can you can you reboot? Can you reboot the phone?
38:00
Speaker 1
about turning it off. Won't I turn you off when I do that? Yes. I'm using the phone to talk to you, yes. That's on the phone I got. okay. okay. let's see. I don't know how to close it. I click out of it and it's not closed. It's still open wherever, wherever I left it at. That's where it is.
39:00
Speaker 2
Oh, OK. You're using the phone to talk to me. OK. All right. Do you know how to close an application that's running application? Go to the home button and then there's an option for you to close it. Do not minimize. Minimize is not closing it.
39:00
Speaker 1
And it's under utilities under all these apps. I got on here. Okay. Uh huh. Press the reset button. It's on pink now. Oh, when we have. Uh. Uh. Sure.Yeah. Uh. Uh.
40:00
Speaker 2
all right. Let's forget about the phone. Now, go back to the Linksys app. It'll say the device. Now, I need you to press the reset button and release. Do not hold. One press per second. Yes. Press and release. One press per second and do it five times.
40:00
Speaker 1
a uh got a little color. it blinks blue, then it goes back to the real light color. It is blue now, solid. [silence] It's not blinking. [silence] It's still solid blue, it's not blinking. [silence] Nice red. [silence]
42:00
Speaker 2
what is the caller now [silence] wait [silence] say wait one minute [silence] red [silence] the problem is not on your link system
42:00
Speaker 1
I need to call them back huh oh yes I can do that right this minute okay I'm ready uh huh wait a minute okay L-T-S what's after that
43:00
Speaker 2
Okay. The link the page, give this serial case number can you write down your case number [ [ silence ] ] . Okay. The base number is LCS, okay Larry Thomas Samuel and then the number 00 yes 00134501. Let me repeat L.
43:00
Speaker 1
Okay. Okay. Okay. All right. Thank you. All right. Your name is Nathan? What's your last? What's your name again? Oui. Vous voulez dire quelque chose? Oui.
44:00
Speaker 2
So look, let's uh I need to contact you number and tell them to reset the modem so that you can get a good signal and then after they confirm that the modem is working, you just call back and we'll assist you, Jackie. Our objective is to make sure your internet is back by tonight, right? I'm here. But, it's okay. You get done, we can fix this one. As long as the modem will be good. Just give us a call. We'll be here until 11 in the evening. It's still 3:30. It's a long way to go, okay? We'll wait for you. Alright, Jackie. Alright, then. Nice talking to you. My name is Nathan from Linksys and if I have been more blessed to have me. Good afternoon, Jackie. And have a nice day. Yes, Nathan. [silence]
44:00
Speaker 1
Nathan. Okay. All right, thank you. Bye bye. Bye bye.
45:00
Speaker 2
Nathan. Correct, yes. My name is Nathan. Have a nice day and a good day. Bye-bye. [silence]
45:00