V2 Rubric Detail — 14368ed2-74e2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 00:16
Duration
29m 43s
Contact
Paul Kushious
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135432
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall7.8% (-36.2)

V2 Grader Summary

The agent failed to resolve the customer's connectivity issue and provided technically inaccurate information by claiming the router password is the Wi-Fi password, contradicting the KB. No systematic troubleshooting or diagnostic tools were used, and the agent ultimately abdicated ownership by directing the customer to the ISP without a valid escalation or resolution.

V1 Case Analysis

Customer attempted to set up MX5500 as child node. Agent provided correct 5-press pairing method but used confusing terminology ('motherboard') and did not confirm setup success. Internet connectivity not validated. Call ended without resolution.

Troubleshooting Steps
  • Asked for LED colors and serial number
  • Instructed to perform 5-press pairing method on parent router
  • Guided customer to connect to WiFi and access myrouter.local
  • Advised customer to call ISP despite prior modem testing
Key Observations
  • Agent referred to child node as 'motherboard' and 'motor', causing confusion [00:00, 02:00]
  • Agent correctly instructed 5-press pairing method for MX5500, which is supported per KB
  • Agent did not clarify that 'magenta' was likely 'blue' or confirm model compatibility
  • Customer encountered SSL warning on myrouter.local, which agent did not explain properly
  • Agent advised calling ISP despite customer already confirming modem had no internet
  • Call ended without confirming setup success or internet connectivity
Positive Highlights
  • Correctly identified and instructed 5-press pairing method for MX5500, which is valid per KB
  • Attempted to guide customer through setup wizard process
Agent Errors / Gaps
  • Used incorrect terminology ('motherboard', 'motor') to describe the child node [00:00, 02:00]
  • Failed to confirm product model despite discussing pairing method
  • Did not explain SSL warning for myrouter.local (normal for self-signed certs)
  • Did not verify final setup success or internet connectivity
  • Advised calling ISP despite customer already testing modem directly with no internet
  • Provided confusing instructions about cables and power cycling

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never gains access to the router UI ("Safari cannot find server") and no resolution path is confirmed; agent ends by directing customer to call ISP.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempts troubleshooting steps (Wi-Fi reconnection, browser access to myrouter.local), but skips foundational checks (modem restart, cable verification) and gives unclear instructions ("pipe press").
R3 Not Met Correct resolution path conf 90%
Agent suggests replacing the router without determining warranty status or confirming hardware fault; fails to follow diagnostic protocol before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent does not identify root cause; skips basic diagnostics (modem test, cable check) and assumes issue is with router without validating ISP signal.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin dashboard, logs) are used or referenced; agent relies solely on verbal instructions without leveraging available diagnostics.
T3 Not Met No misinformation conf 95%
Agent incorrectly states "router password is the Wi-Fi password" — contradicted by linksys_cloud_account.md which specifies that local access requires the 'router admin password' and cloud access requires a cloud account password, both distinct from the WiFi password.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks structure; agent gives fragmented instructions, has long silences, and fails to maintain control or provide clear transitions.
C2 Not Met Confirmed understanding conf 90%
Agent uses confusing phrasing ("do the pipe press one press per second and do it five times") without checking understanding or adapting language.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly says they will call back but does not follow through; ends interaction by telling customer to call Spectrum, abdicating ownership.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timelines set; agent tells customer to call ISP without documenting follow-up or recontact plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is evident; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remains unresolved with symptoms indicating possible hardware or configuration failure, yet no escalation is initiated despite clear need.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent ends with personal remarks and appreciation ("I enjoyed talking to you, Paul") which show some rapport, but never acknowledges customer frustration during technical struggle.
X2 Not Met Tone & rapport conf 90%
Agent continues with complex, poorly explained steps even after customer expresses confusion ("can you say that again"); fails to adjust pace or simplify.
X3 Not Met Overall experience conf 90%
Customer repeats actions across devices (phone, computer), re-enters passwords multiple times, and performs steps that could have been streamlined.
Call Transcript36 turns · 42 lines
Speaker 1
This is links us technical support. Calling. This call is recorded for quality assurance. Please hold as we connect you to a links us specialist. Hi. Yeah, sorry, get disconnected. All right. Tell me you've done the factory reset. Yeah. What is the color of the light? It was mint. Solid. Solid blue. When you press the reset button, did it turn mint? Yeah. All right. Uh, no, no, no. Which I think there's a problem with the motherboard. Uh, the one that is solid mint. Tell me what is the last serial number. This is 5-0-7.
00:00
Speaker 2
Hi there. Yeah. I appreciate your Yes The the magenta one is solid and the one the mother is solid blue. I had it upside down so I didn't notice. Did I do it again? [silence] Let me just check, uh. No, that's the 5135. Yes. Okay. Okay.
00:00
Speaker 1
create animation is because you need to go there. Replace the router. Replace the motor with this new child node. Then plug it in. Once the power becomes solid magenta, do the pipe press one press per second and do it five times. Right? Go ahead. And just disconnected or the call is disconnected. I will call you back. If we get disconnected, I will call you back. I will wait for you. Go ahead.
02:00
Speaker 2
OK. OK. All right. I'll give that a try. Be right back. Oh. [silence] I'm sorry, I had to walk away. What did you say? Great. OK. Thank you.
02:00
Speaker 1
[mcma' silence] yes.
04:00
Speaker 2
Just to make sure I'm doing this correctly, I have... I unplug the power and the black USB cord from the original mother board. But that still left a white and yellow Ethernet.
04:00
Speaker 1
Mhm. Ok. It didn't turn pink. It didn't turn pink. It did. Um.
08:00
Speaker 2
[silence] Okay.so now that's solid blue, the new mother, It did, it turned, it turned [silence]
08:00
Speaker 1
Can you check if you can see the Wi-Fi name, the setup, F32, the password is the one on the, now, I don't know, the one in 5135. [silence] Not the one that you get in this one. I'm sorry, you have to go back there, the password is there. [silence] Sorry for that. And I have, I said, you can connect to, [silence] [silence] Hello. F32, the passenger is the one in the new mountain trout
09:00
Speaker 2
That up. F great. Okay. Be right back. okay, let me try to enter this.
10:00
Speaker 1
[silence] If you want, then turn off the Wi-Fi on your phone, wait 6 seconds, and then turn off the Wi-Fi. Turn it on on the settings of the phone: Turn off the Wi-Fi, six seconds, and then turn it on. Try again.
12:00
Speaker 2
I'm. it says unable to join the network. Sure. Right. And then put in the same
12:00
Speaker 1
[KEEP_UNCERTAIN] yeah the password is the same the one that's written on the my new model phone, huh? there is there is internet huh but you're Wi-Fi is different you need to change it to the original one
13:00
Speaker 2
Oh, looks like we have a tick. We have a tick mark and it's showing that it's connected. That's what it looks like. Let me see that.
13:00
Speaker 1
there is no internet. hmm hmm. try this thing. can you check with the computer if you have internet? your computer. can you connect computer to the Wi-Fi? developer setup f 3 2. hmm.
14:00
Speaker 2
Yeah, it says Safari can't connect. It showing the icon is showing on my phone. I can see if it's showing on my computer. Can I check with what? Uh, what do you think? Yeah, let me, let me grab the computer downstairs. Hold on. Okay. And so I'll need to input the same password. Okay. Okay. Okay. Let me. So now it says it's connected. And let me see if.
14:00
Speaker 1
Uh, can you connect to the switch fan server? But you're connected. Can you, can, hmm. Can, uh, can you open, can you open a, uh, browser, a, and then b, visit the website myrouter.local. Uh, on the computer, open, open a browser, and then visit the website myrouter.local?
16:00
Speaker 2
I can look anything up. It says Safari cannot find server. I'm sorry. [silence] so I'm sorry, can you say that again. Right? Right? [silence]
16:00
Speaker 1
april October 00:00:00 hHh00:01:00 7\00:01:00 okay. 00:03:00 All right. 00:03:00 Click continue or advanced. 00:11:00 And then proceed anyway or any other way that you can continue. 00:21:00 Yes. 00:22:00 Yes. 00:23:00 Go ahead anyway. [silence]
17:00
Speaker 2
okay. it comes up, it says, why am I getting a warning when I try to access my router settings, right? okay. it says the connection is not private. should I go ahead anyway? okay.
17:00
Speaker 1
Is there... Go ahead. Is there a way to continue? Like, visit the web site anyway. Something like that. Show details. Yes. Go ahead. Yes. Uh, tell me what you see on, on, on the screen.
18:00
Speaker 2
It's either go back or show details. Write, okay. Let me see. If you understand the risks, visit the website. I'll give it a try. There it is. Okay. Then it says sign in, so it do I need to put in the same password that I put in before?
18:00
Speaker 1
Okay, the router password is the Wi-Fi password, the same password that I asked you to get from the mother on. Use that one.
19:00
Speaker 2
It says, uh, Access V-lop, and it says router password. It wants me to put in the password. Okay. Okay. Okay. Let's see. Um, [silence]
19:00
Speaker 1
uh
20:00
Speaker 2
So it asked me to put in a name I put in a name and and now it says it wants the password again um did Yeah. So it it has my name that I put there, Kacchus and then it says linksys smart wifi.com and then it wants it's blinking it wants me to put in it says router password just like before. Should I do it again? Okay. Yes. Yeah. It must be an old picture. Let's see. Enter the username for this account. Okay. And Oh. Yeah, I mean that's...
20:00
Speaker 1
Come on. Break it. We then the asset grand. [ silence ] Aw. provoquer le
22:00
Speaker 2
so that. but theoretically, shouldn't I be able to get some kind even with the linksys system unplugged, which I tried, didn't I be able to get internet just from my modem? Right. You forward? What? What? Right. What?
24:00
Speaker 1
They can still play, it might be out of tune, but they can play, and that's the correct plan. Your analysis was correct. Your spectrum was not co sending it correctly. Now, you can give us a call back again and then tell them that Nathan gave me a pre support and then I'd like to continue. And he asked me to call spectrum to make sure that the modem is working. Okay? Now, this is what you're going to do call. You need to call spectrum and tell them I will remove all my linkages. I want to know whether my spectrum modem is working or not. Help me. You can to me that the modem is working without the linkages, then I'm good and I will call linkages to continue the process. Fair enough, right?
25:00
Speaker 2
Right. Right. Yeah, I right. And, and, and that's what I did. I actually got cut off several times from them, but um, the three different
25:00
Speaker 1
Mm-hmm. [silence] Yeah. [silence] correct. [silence] You got it right. [silence] Yes. Most likely, there could be a line problem along the way. [silence] They need to check it. [silence] But they really have to visit you [silence] and [silence] check the lines [silence] and then the modem [silence] would be secondary. [silence] You're right [silence] and your first analysis. I just didn't listen to [silence]
26:00
Speaker 2
different agents said that the modem was getting the signal and giving the signal as it should. and that the problem was the Linksys system. but when, when I had everything unplugged from the Linksys system, I still was not getting any internet. Um, so, so that, yeah, I, I, I think something's wrong with the modem whether they say it's right or not. and it keeps like coming and going. So, I, I just think probably I need to get them to replace the modem and probably we're just fine.
26:00
Speaker 1
I was jumping, uh, give me a second. Cheating the phone. But it turns out, you were, the right? The USB porter correction was valid and correct. Wow, I have no choice. Priority for booking a biola player. Yep, with the address. An ad. And more hands than I, Hoser. isn't it that great? Well, I don't see that. And Paul the guy, hey, I may not be younger, you may be younger and good looking. But you should have seen me when I was younger. Yeah, tell them like that. Is it great? And I enjoyed talking to you, Paul. It's really great.
27:00
Speaker 2
the next time I see them, I'll take a picture with them and we'll see. heh heh heh [silence] that's right. [silence] I appreciate your help so much and your patience. it was great.
27:00
Speaker 1
you already got an approval from your our manager for a one time support and then we'd like to continue don't go for that one alright? good night and keep playing we need the music like you uh the world need the music and players like you and god bless you my friend today good night good night
29:00
Speaker 2
right. Excellent. Thank you so much. I'll I'll keep trying. Take care.
29:00