V2 Rubric Detail — 0cfe8132-7970-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:22
Duration
41m 27s
Contact
David Stephany
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136051
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_device reconfiguration_CNs are blinking red
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication1.25/5
Ownership1.79/5
EscalationN/A
Customer Exp1.79/5
Overall41.2% (+5.2)

V2 Grader Summary

The agent correctly identified the need for ISP MAC activation and provided a valid next step, but failed to use required diagnostic tools, maintain call control, or reduce customer effort. While the technical conclusion was accurate and resolution path appropriate, communication and ownership flaws prevented full resolution. Escalation was not required as the issue fell outside Linksys responsibility.

V1 Case Analysis

MX2000 router solid red, no WAN connection after new Netgear modem. Incorrect 5-press reset advised; power-cycled modem/router; advised ISP MAC activation. Ticket 136051.

Troubleshooting Steps
  • Requested model and serial number
  • Power-cycled modem then router
  • Checked Ethernet cable connection to WAN port
  • Incorrectly advised 5-press reset
  • Advised ISP activation of modem MAC address
Key Observations
  • Agent incorrectly advised a 5-press reset at [07:00], which is not a valid setup or troubleshooting step for the MX2000 and contradicts KB guidance.
  • Agent provided confusing LED guidance ('solid purple or hot pink') at [06:00], which is not a valid state for the MX2000 per product documentation.
  • Call was extremely inefficient with long silences, repeated questions, and hold interruptions.
  • Agent failed to isolate the WAN connection issue properly, jumping to MAC cloning without verifying basic connectivity.
  • Despite confusion, the agent correctly identified ISP MAC activation as the likely root cause, aligning with universal_isp_modem_diagnostics.md.
Positive Highlights
  • Correctly identified that the modem likely needs ISP activation of its MAC address, which aligns with universal_isp_modem_diagnostics.md.
  • Provided accurate power-cycle instructions for modem and router.
  • Issued a ticket number (136051) for future reference.
Agent Errors / Gaps
  • Incorrectly advised a 5-press reset at [07:00], which is not supported for MX2000 setup or troubleshooting per universal_5press_models.md.
  • Provided confusing and incorrect LED guidance at [06:00], asking the customer to wait for 'solid purple or hot pink', which is not a valid state for the MX2000.
  • Repeatedly asked the same questions without confirming prior answers, especially around model and serial number.
  • Did not collect warranty or case-management details until very late in the call.
  • Failed to verify the Ethernet connection status before moving to MAC-cloning suggestion.
  • Poor call control; excessive hold/hold-music messages disrupted the conversation and created long silences.
  • Did not follow a logical troubleshooting flow, leading to avoidable loops and inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed internet connectivity; customer remained with solid red router light and no working connection at call end.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power-cycle, LED checks, and suggested MAC cloning but omitted WAN status verification and direct modem testing.
R3 Met Correct resolution path conf 90%
Agent correctly identified ISP-side MAC activation as needed and advised customer to contact ISP, matching OOW best-effort troubleshooting standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent noted symptoms (solid red, flashing blue) and asked about lights but did not systematically ask about WAN IP, DHCP, or perform logical root-cause isolation.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use router web interface (http://192.168.1.1 or myrouter.local) to check WAN status or IP assignment, a required diagnostic step per KB.
T3 Met No misinformation conf 90%
Agent correctly advised that modem activation via MAC address registration by ISP is required, consistent with universal_isp_modem_diagnostics.md.
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeatedly asked for name, email, and node count despite prior provision, lost call control, and failed to maintain structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms (e.g., MAC cloning) without simplification but eventually guided customer toward ISP contact, showing slight adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent attempted troubleshooting rather than immediate transfer but deferred full resolution to ISP without completing handoff or follow-up commitment.
O2 Partially Met Proactive follow-through conf 80%
Agent provided clear next step (call ISP to register MAC) but gave no timeline or concrete follow-up plan.
O3 Not Met Closure confirmation conf 90%
Agent ignored customer’s mention of prior case number and repeated requests for information already provided, indicating failure to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue correctly identified as ISP activation, outside Linksys support scope per universal_escalation_guide.md.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred and none was warranted — customer directed to ISP for activation, a standard and appropriate resolution path.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent did not offer explicit empathy early on but later acknowledged customer effort ('you've followed did all right') and stayed engaged despite long holds and repetition.
X2 Partially Met Tone & rapport conf 80%
Agent maintained engagement through repeated holds and confusion, though tone remained procedural; slight adaptation occurred when guiding toward ISP contact.
X3 Not Met Overall experience conf 90%
Customer had to repeat personal details multiple times; agent could have accessed case history or avoided redundant questions, increasing customer effort unnecessarily.
Call Transcript53 turns · 64 lines
Speaker 2
Welcome to Linksys Support. To insure 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.Linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yeah. I bought a new uh cable modem and I'm having a hard time getting my router connected to my new modem. Uh uh serial number is 50 D as in David 10 M as in Mary 26 C as in cat 12027. My cable modem is a Spectrum. It's not Spectrum. It's a different brand. I bought it from
02:00
Speaker 2
Hi, thank you for calling Linksys. This is Joy. How can I help you today? All right. Uh may I have this serial number of the switches, please? And who is your internet service provider? Your modem is from Spectrom or is it a different brand?
02:00
Speaker 1
it's a Net gear I bought it from best buy David Stephanie D S T E P H A N Y [silence] D S T E P H A N Y 81 at Gmail.com [silence] 3 [silence] okay check back to go ahead and get that order class
03:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Um, may I have your first and last name please? And lastly, your email address. Okay, thank you. So, how many LinkSys nodes or towers do you have in total for this system? Okay, so, um, let's just set up the main node first. Um, did you [silence] [silence] [silence] okay, [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] okay, [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] so, um, let's just set up the main node first. Um, did you [silence] [silence] your email address. Okay, thank you. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] okay. Okay. Okay. [silence] [silence] and lastly, your email address. Okay, thank you. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] have in total for this system? Okay, so, um, let's just set up the main node first. Um, did you [silence] [silence] [silence] [silence] from your first. Um, may I have your first and last name please? Okay, thank you. So, uh, how many LinkSys nodes or towers do you have in total for this system? Okay, so, um, let's just set up the main node first. Um, did you [silence] have in total for this system? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay. Okay. Okay. [silence]
03:00
Speaker 1
Turn the other two. Should I turn them all off? Turn two of them off? Okay. All right, they're both off. the other one is still on. The one that's connected to my cable modem is still connected on. Okay. the model number hang one second. is it "C as in cat m as in mary one zero zero zero v as in Victor two"
04:00
Speaker 2
... already connected. Mhm. Yes. ... off. ... for now. M. OK. I may have the model number of your table modem, please. The Netgear. ... yes. ... Mhm. ... OK. ... thank you.
04:00
Speaker 1
That's correct. That is correct. Solid red. [silence] It flashed red and now nothing is on. Okay. It's solid, it's solid blue. Yes. Now it's, now it's flashing blue. It's still flashing blue.
05:00
Speaker 2
Okay, just wait for the light to turn solid blue. I mean blinking blue. Okay, go ahead. And then, all right, you can release now. Okay, so just wait for it to boot up. Let me know if the light will turn solid purple or hot pink.
06:00
Speaker 1
[silence] Still flashing blue. Oh, that's perp it's purple. It's purple now. [silence]
07:00
Speaker 2
okay and try to bot up All right, good. so for to set up easily just press the reset button five times one press every second [silence]
07:00
Speaker 1
now it's white, now it's flashing,
08:00
Speaker 2
Okay. So let's just wait for it to process. Then let me in it will turn solid blue.
08:00
Speaker 1
[silence] It's flashing white. Then it went to a flash red. Oh, it just turned solid blue. it went back red. It went back to red. Yeah. Okay.
09:00
Speaker 2
She just give it a minute and then on your phone kindly can uh oh is it solid red? okay just give it a minute I mean if it will go back to blue or it will just stay solid red
09:00
Speaker 1
So far, right, uh. Turn everything off, okay. Yes, You got that.
10:00
Speaker 2
you've followed did all right finally do a sequence reboot first just turn off the router and also your modem uh-huh and after 10 seconds, you turn on the modem first and wait for it to go online Right. Then you turn on the modem first. Then wait for it to go online before you turn on the router. And can you tell me what ... [silence]
10:00
Speaker 1
uh the last last yeah the first three are solid light and the fourth one just went solid too they're all four solid now the last one is not lit up yet so it's online yes so you want me turn the router back on okay I turned it on right now it's solid blue now it's flashing blue [silence]
12:00
Speaker 2
is the LED indicator on the modem is it like all of them are blame okay okay and it's also activated already, correct? yes okay
12:00
Speaker 1
Now the bottom light is flickering and it still is still Yes, the modem is the last one is flickering and the uh router is still flashing blue look for which one now uh It just
13:00
Speaker 2
Okay, can you try to connect your phone to the network name of the router? Look for the Wi-Fi name,fulness, thatop. The Wi-Fi name,fulness thatop, the default name of your router.
13:00
Speaker 1
All I got is AT and T five ring ring set up 98. Should I type in the network name? I got underscore Velope set up F 99. Okay. Password on the router or the modem? Okay. [silence]
14:00
Speaker 2
No, that one must show up the default name of the router as available network. Yeah, that one. You connect to it and use the password that's at the bottom of your router. Yes. Uh, the router. The Linksys router.
14:00
Speaker 1
It says incorrect password. [silence] I don't guess there's a way of looking at it while I'm typing it in. A zero connected now. Now it says, now it says no internet connection. Yes.
15:00
Speaker 2
Okay. Check first is Is the light solid red? And on the modem on the Ethernet light, is it blinking or all of them are green?
16:00
Speaker 1
Um, well, I don't know which one the ethernet line is, but they're all green, but the the very last one that has a a line. It's got a little circle going up and two little circles going down. That one's flickering. Ethernet symbol on modem.
17:00
Speaker 2
[silence] Okay, Z, hold on. [silence] Like an arrow down and then arrow up.
17:00
Speaker 1
So those are solid green. So the on button is solid green. The arrow down, the lightning bolt down, the lightning bolt up are both solid green. The circle with the line going, or the circle line going around it, like Earth, is solid green. And the last one is, the last one is flickering. And it's got a solid straight line. And it's got, like, a little ball going up and two little balls going down. And that seems to be, that seems to be the, the, because that one doesn't light up until I turn on the link, say. Okay, and that's the one that's flickering. [silence]
18:00
Speaker 2
um, ok, okay, okay, okay. Yes, that's correct. mhm, because that indicates that. Yeah, that indicates that there is internet connection if it's blue.
18:00
Speaker 1
Okay. So, the, the light on, uh, the router is red, solid red. Uh, unfortunately, I don't. I just have foam. [ silence ]
19:00
Speaker 2
Okay. Hold on. Um, do you have a computer that we can connect wired directly to your modem to check IP address? Okay. Because for this one, if the router will really not connect to your modem, we might need to like we might have to perform Mac cloning. But we need to get the some information from the modem first, like its IP address or its MAC address that we can copy.
19:00
Speaker 1
I can't, can I not get that off my phone?
20:00
Speaker 2
um yeah because we really need to have a wired a wired connection or um can you try to call your um internet service provider or net gear if it's possible for us to like register the router to that port in order for it to communicate.
20:00
Speaker 1
. So, I have a Netgear notification. Uh, 4-9-7 5-2-5-0. This was an email from Netgear. We attempted to get in y they tried to get in touch with me to see if it ever connected, and it never connected. It's got a call back number. You want me to call them? I do have a second phone available. [silence]
21:00
Speaker 2
And what does it say? Just what did they inform you? Yes, can you call them and then let them know that we already set up the router, but unfortunately, it would not communicate with the modem and ask them if it's possible. How about we just register the router since we cannot perform a cloning since you don't have a computer.
21:00
Speaker 1
I have found your case number. Please hold and I will pass you through to a support technician. All of our technicians are currently assisting other customers. Please stay on the line and we will be with you shortly. Your call is important to us. Please continue to hold. The next available technician will assist you as soon as possible. Thank you for holding. A technician will be with you shortly. [silence] Thank you for holding. A technician will be with you shortly. [silence] Thank you for holding. A technician will be with you shortly. [silence] Yes, it was. Everything was working previously. And I can [silence] Thank you for holding. [silence] That's going to happen. There is no not be hanging up. That's going to be there. Can you do that now?
23:00
Speaker 2
But this router that you have here is working with the previous modem that you have,
24:00
Speaker 1
a technician will be with you shortly. I can put my modem, my old modem on and everything connects within minutes. Thank you for holding. A technician will be with you shortly. holding. A technician will be with you shortly. I was just trying to upgrade my system, make it better and Thank you for holding. A technician will be with you shortly. [silence] [KEEP_UNCERTAIN] shouldn't be this hard, right? Thank you for holding. A technician will be with you shortly. And everything that I have on on here like my um burned thermostat, my brain, everything connected with no problem at all. On the old one when I went back to the old one. Yes. you want me to try something while we were What's that? Correct.
25:00
Speaker 2
Yeah exactly [silence] OK, I see it. [silence] The router still solid red. [silence] OK. [silence] And it is on uh and just to verify again, the Ethernet cable is connected to the internet port, right? [silence] This speed test [silence] is it slow the internet or not? [silence] Yeah. [silence] Doesn't matter [silence] which speed you're using. [silence] Um. [silence] I don't know. [silence] OK [silence] Can you try to change [silence] web or [silence] Chrome? [silence] Why? [silence] Any problem with chrome? [silence] Hmm. There might be a problem in Chrome [silence] that's it. [silence] OK, I'll try it with Chrome too. [silence] Firefox yeah. [silence] I don't know why but when I download something on chrome, it don't show up on things. [silence] Oh, [silence] OK. [silence] Try it in Chrome. [silence] Just try [silence] try it same thing. [silence] Same thing? [silence] Still no download. [silence] OK, then. [silence] See the problem is [silence] on your machine then absolutely. [silence] Yeah. [silence] I mean [silence] sometimes [silence] also like it could also be your network. [silence] In case if you are using VPN [silence] or things like that. [silence] Otherwise, [silence] if you have setup [silence] things like a [silence] uh [silence] DNS or something, it [silence] may be [silence] blocking also. [silence] OK, thanks. [silence] Bye. [silence] Bye. [silence] So [silence] third try with different browser, [silence] nothing. [silence] OK, gonna reset my [silence] PC now and then try and then in [silence] case like it [silence] doesn't work then I [silence] guess that's for tech support. [silence] Yeah, [silence] that's not a fee. [silence] I am just [silence] inicios, right? [silence] I'm not good [silence] with networking stuff. [silence] OK. [silence] So, [silence] reset it. Okay. Okay. Yeah, the internet. The one that is yellow. Okay. [silence]
26:00
Speaker 1
[silence] You want me try resetting it again or do you want to just wait? Uh, uh. Okay. Yeah, still solid red. [silence] You want me to try resetting it again or do you want to just wait? Uh, uh. Okay. Yeah, still solid red. Oh, it worked.
28:00
Speaker 2
Well we can just wait or yeah, because if you're going to reset and reconfigure it, it will be still the same. It will just stay solid red because it won't come, it can't communicate. Yeah, it can't communicate with a modem because that's the next step that we need to do on a computer.
28:00
Speaker 1
for holding. A technician will be with you shortly. Should we should we have called Spectrum instead? [silence] A technician will be with you shortly. Yes. Yes. Thank you for holding. A technician will be with you shortly. Okay.
29:00
Speaker 2
uh... If there is no problem on spectrum's end, it has to be in the... uh... netgear's end. But you can also verify if there's no problem on spectrum's end. But all of the light on the netgear's modem is good. Their indicators are showing... Yeah, it's online. So we just have uh... like to check with netgear instead. [silence] Let me just...
29:00
Speaker 1
Thank you for holding. A technician will be with you shortly. Say that one more time. Okay. Okay. Okay. Thank you. Thank you. Thank you for holding. A technician will be with you shortly. Thank you for holding. A technician will be with you shortly. [silence]
30:00
Speaker 2
Back here on my Answer. What else can we do for this one, just in case? I'll be right back within two to three minutes. Um, I'll just have to check something here. All right? I'll be right back within two to three minutes. Thank you.
30:00
Speaker 1
I'm still here still waiting for somebody to pick up. iPhone for holding a technician will be with you shortly. How about Google or do you want me to use Safari? for holding a technician will be with you shortly.
34:00
Speaker 2
Hello, sir. Thank you for waiting. Oh, okay, I see. What's the model of your phone? Is it an iPhone or Android phone? Can you open up a browser like your Safari? Yeah. We just have try, like just try to access the web interface and see if we can access it on your phone on Safari. Okay.
34:00
Speaker 1
Yeah, I'm looking for a Safari, Rick. [silence] Thank you for holding. A technician will be with you shortly. Uh, I'm not seeing Safari yet. Oh, here it comes. We got some. Hello? Thank you for calling. [silence]
35:00
Speaker 2
[silence] like a compass [silence] like a compass huh? okay [silence] yes
35:00
Speaker 1
Mr. B'be your support expert today. Do you have a case number? Are you calling for the first time? Now, this this is the second time I have a case number. 4975-5-20. Okay. Mr. David Star? Correct. And you space a good contact? Uh, 402-54-6587. What it's up. And the device that you have, that is the cable modem, uh, TM100? Yes. Yes, may I know what is the issue that you are facing? how may I think? So it it's uh it's it's booted up and everything, but it will not connect So service provider that you're using, that is Comcast. Correct. The top four LEDs on your modem set, are those all solid green? Yes. They're not blinking? Nope, they're all, the top four are solid. Which router do you have, sir? The link three towers. Model number. MX2000 [silence] And so you saw the device activated by spectrum. You've have shared the mat address of your model with spectrum. You guys, The last time contact I had, you guys were trying to connect it but you never connected. Okay. So, I can see over here that the expert asked you to get the device activated by spectrum, did you get that done, by sharing the mac address with them? Uh, he never told me to do that. He, he did not. tell you to do that? No, he said he would it would connect in in in a few minutes and it never did. So if you're telling me I gotta call spectrum, I'll call spectrum. Yes, sir, what we need to do, sir, we need to get the modem activated. You will see a mac address printed on, on the modem. Look Okay, see what? modem labels. You will see a Mac address, M-A-C. Yes. Yes, that address you have to share with Spectrum. Tell them that you have purchased a new modem and want to get the services activated for this specific Mac. That's good. That'll take care of two days. You're gonna take care. You told me that. Go ahead. Go ahead. Once that's active. Once I share that was... Once I share that, I'll be fine. Yes, sir. They will just activate the modem from their side. Apart from that, this device does not require any configuration, sir. You just have to get it activated using the Mac by your service provider and after that, it will be all good and working. All right, I'll give that a try. Thank you. Thank you, sir. I'll keep this case open. If you still face any issues, you can, this is a call back and the photography sender. Perfect thank you once again. Thank you still. Have. a good day. You too. Sorry to waste your time. They didn't tell me to do that. So, um, I'll I I'll give uh, Specter a call and see what happens and we'll go from there. Yes. All right, thank you very much for your help. Uh, wait a second. Wait a second. Wait a second. I got to get something to write it down. Oh.
36:00
Speaker 2
[silence] when that's all right, sir. I hope so. [silence] All right, so just give us a call back if you need help on setting it up again or like since we also need to set up your other nodes, right? So if everything is fine and working, your parent node or your main node must turn solid blue and then just give us a call back to add your other nodes and change your Wi-Fi name and password. So that I can walk you through with that. You're welcome, sir. And by the way, here is your ticket number in case you will call back. Just provide this one.
40:00
Speaker 1
Okay, go ahead. 136051. Thank you. You too. Bye bye. [silence]
41:00
Speaker 2
So that's 1-3-six-zero-five-one. Yes. You're welcome, sir. Thank you for calling Linksys. Have a good one. Bye. [silence]
41:00