V2 Rubric Detail — 17b30f28-797d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:56
Duration
51m 11s
Contact
Scotty William
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00136075
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR2000 Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 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

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the issue, used incorrect troubleshooting (5-press on MR2000), provided materially incorrect technical guidance, and demonstrated no ownership or effective communication. No diagnostic tools were used, and the customer ended the call with no working internet connection.

V1 Case Analysis

Customer reports internet outage on MR2000 router (S/N: 50U1OM15C04495) stuck on solid purple LED. Agent incorrectly advised 5-press reset multiple times, failed to access router UI or verify WAN status, and created ticket 136075. Issue remains unresolved.

Troubleshooting Steps
  • Asked about LED color on the router (solid purple).
  • Instructed a 5-press reset of the reset button (incorrect for factory reset).
  • Suggested power-cycling the router and waiting for LED changes.
  • Attempted to connect iPad to default WiFi network (failed due to password issues).
  • Repeated 5-press reset instructions multiple times.
Key Observations
  • Agent repeatedly instructed 5-press reset as a factory reset method, which is factually incorrect per KB (universal_5press_models.md).
  • No attempt was made to access the router’s web UI at http://myrouter.local or 192.168.1.1 despite the router being in setup mode (solid purple).
  • Agent failed to guide the customer through the setup wizard or verify WAN/Internet connectivity.
  • Call devolved into loops with no progress after 50+ minutes.
  • Agent suggested the customer wait for their son to assist, indicating lack of ownership.
Positive Highlights
  • Collected customer name (William Scotty) and serial number (50U1OM15C04495) accurately.
  • Created a HappyFox ticket (#136075) for case tracking.
  • Repeatedly apologized for the inconvenience, showing empathy.
  • Attempted to use the customer’s iPad for connectivity, showing intent to troubleshoot.
Agent Errors / Gaps
  • Provided incorrect reset guidance: 5-press is not a factory reset and does not restore settings (per universal_5press_models.md).
  • Misidentified the 5-press method as a reset procedure when it is an escalation tool for diagnostics.
  • Failed to recognize that solid purple LED on MR2000 indicates ready-for-setup state, not a fault.
  • Did not attempt to access router UI at http://myrouter.local or 192.168.1.1 to begin setup.
  • Did not verify or guide the customer through entering the correct WiFi password from the router label.
  • Repeatedly gave the same incorrect instruction (5-press) without validating outcome or changing approach.
  • Failed to follow basic troubleshooting flow: no WAN check, no UI access, no setup initiation.
  • Suggested the customer rely on a third party (son) instead of providing self-sufficient support.
  • Did not confirm whether the customer could access a web browser or enter a URL correctly.
  • Allowed the call to loop for 50+ minutes with no resolution or valid next step beyond callback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call with router still blinking purple, unable to connect devices due to 'incorrect password' errors; no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent repeatedly instructed 5-press reset as a fix, which is not a proper factory-reset procedure for MR2000, and performed no meaningful troubleshooting beyond verbal LED checks.
R3 Not Met Correct resolution path conf 95%
Agent selected 5-press method as main fix despite it being inappropriate for MR2000 and not a factory reset; correct path was 10–20 second hold for factory reset or further diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent misidentified customer’s reset attempt as 'adding a child node' and never isolated root cause of outage (e.g., WAN, firmware, ISP).
T2 Not Met Appropriate tools / resources used conf 93%
No diagnostic tools (admin UI, ping, WAN status) used despite need to verify router state; relied solely on verbal LED description.
T3 Not Met No misinformation conf 99%
Agent provided materially incorrect technical guidance by instructing 5-press reset as a fix, which KB states is NOT a factory reset for MR2000; correct reset is 10–20 second hold.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, had long silences, and agent repeatedly asked customer to repeat steps without structured plan or control.
C2 Not Met Confirmed understanding conf 93%
Agent used generic technical language, did not confirm understanding, and failed to adapt to customer’s limited technical knowledge.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent repeatedly suggested customer call his son for help instead of taking ownership and driving resolution to completion.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline set; agent only asked customer to call back later with no proactive follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
No escalation performed despite router being non-functional after multiple failed attempts; warranted escalation to L2 for diagnostics or RMA was not made.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was initiated, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered only brief apology without genuine empathy for customer’s frustration or repeated effort.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace to customer’s confusion; continued with technical instructions despite repeated misunderstandings.
X3 Not Met Overall experience conf 94%
Customer repeatedly entered Wi-Fi password incorrectly; agent did not simplify process (e.g., read aloud, suggest copy-paste) to reduce effort.
Call Transcript74 turns · 84 lines
Speaker 1
yeah, um, the other day the internet quit working. And I called, we got it through SeaFire, and they run a thing, whatever, they said they couldn't find nothing on their end. It had to do something to do with the router. So I had unplugged it and plugged it back up on how many times and it wouldn't never
00:00
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. Thank you. I'm [silence]
00:00
Speaker 1
Word. Then I mashed that reset button on the back. And it still never done nothing. Uh. Uh. Uh. Uh. Huh? Uh. Uh. Uh. Uh? So I run out of options. So that's why I called y'all. Well, the, uh, them, the thing said when I looked online, it said to hold it for the for, for the light to flash four times. So, that what I did. There was, I don't know, three or four seconds, five seconds, something, I don't know. So, they told me it probably just reset it back to the factory.
01:00
Speaker 2
Oh, okay. I see. I do really apologize for the inconvenience. Now you mentioned that you press the reset button at the back of the router. So, how many seconds did you press and hold that reset button, sir? Oh, okay. So, mm-hmm. Oh, okay. So what that could you're a?
01:00
Speaker 1
Okay. The what now? Is it a light on the front of it? Uh, it's a purple just one.
02:00
Speaker 2
So, what you actually did perform, sir, is not are resetting the router, but instead adding a child node. So, uh, that one, sir, um, what is the LED light that you can see on top of the main router? What LED light is showing on top of the main router, the one that is hooked up directly to the, uh, modem. Yes, on the main one. Okay, so that actually indicates that the router is now back to its default settings, and it's now ready for setup. So, how many links this, uh, routers do you have, sir? Okay, just one. Can I have its model number and its serial number, please?
02:00
Speaker 1
Uh, let's see. I see the serial. No, the model number is MR2000. Serial number is I. [silence] [silence] [silence] [silence] Yes. Them. That's it.
03:00
Speaker 2
Mhm. And can I have its serial number? Okay, let me read it back to you to confirm if I got the numbers correctly. That's 50U for uniform, 1 O M for Mary, 1 5 C for charles, 0 4 4 9 5. Okay, perfect. Thank you so much for confirming.
03:00
Speaker 1
No, no, the, uh, the phone was working that morning, and it was working at lunch time. And it was, sometime after lunch, it just quit working. And don't know, have no clue what happened. But we didn't have no power outage or nothing. No power surge or nothing like that.
04:00
Speaker 2
uh just give me one moment let me just check if i can pull up any record using the serial number and uh prior to this problem uh by the way did you experience any power outage hmm okay Okay, give me one moment, let me just double check this router.
04:00
Speaker 1
Dodgy Williams. get email latCheck.
05:00
Speaker 2
Okay. Uh, Sir, let me just create a record for this conversation since as per checking here, I mean, I don't see any records, uh on file. Can I have your first name and your last name, please? Um, uh, that's William. Or, they're still first. Okay. Uh, William, can I also please have your last name? Oh, s c o t t y. Okay, Scotty, thank you so much. Scotty, can I also please have your active email address? [silence]
05:00
Speaker 1
Oh, your email is a octi Williams 885 G. But your real email is a street fire. Yes, splash.
06:00
Speaker 2
Yeah. Okay, thank you so much. Okay, just give me a Give me at least two or one minute. Let me just finish this record. And Scotty can you also please have Who is your internet service provider? Cease Fire. okay. thank you so much. okay. okay. and uh. and uh. are they still he went epic okay okay okay uh there you go Scotty. I just actually finished uh creating a record for this conversation. now Scotty. uh can you.
06:00
Speaker 1
it what ? purple it's way yeah it's like a teal green color or something
08:00
Speaker 2
So, for us to uh easily set this one up again back upon back up and running, what is the LED light, uh Scottie, that you can see in front of the router? Okay, purple. Now I want you to press the reset button of this router for five times. Now, do it not too fast, not too slow, okay? So press, release, press. Yes, five times. So press, release, press, release. Mm-hm. So that LED light should now start blinking, I believe so. Okay. So yeah, I add that. Okay, thank you so much, Scotty. [silence]
08:00
Speaker 1
Okay. Did. I do. What? No. Oh. No. I. I. I never set this thing up the first time. My son. Done all that stuff. But. But I don't know how to do none of this stuff. I don't know. I'm about as dumb as a box of rocks when it comes to this. Uh. Okay.
09:00
Speaker 2
that process may actually take for like about uh two to three minutes, so let's just give it some time, okay? uh okay. and by the way, while we're waiting, so did you customize the Wi-fi name before? okay. it's okay, Scotty. okay. okay. so yeah, well, maybe like, you know, uh, your son, whenever he can visit you there, then they can, oh, you know, maybe he can help you set everything up again. okay? okay. but right now, um, let's wait up until we can see a solid blue light coming from that [silence]
09:00
Speaker 1
it was still blinking so uh-huh it's amazing to me that y'all can access all this stuff and just sitting there
10:00
Speaker 2
[silence]
10:00
Speaker 1
[silence] [silence] Give it done with what now? Oh, okay. No, uh, what's it? The word, what's it? Password. I don't know, you got name and then password. Yeah, okay. I'm doing my stuff. Yeah, I got it wrote down right here.
11:00
Speaker 2
The password that you can use for this one, Scotty. For you to be connected is the one that you can see under the router, okay? Okay. Uh, there is a Wi-Fi password under this router, so that's the password that you should use once the internet is fully back up and running. Uh, yeah, that's the one. The password one. So let me know once you can just make note of that one or maybe take a picture of that password so that you can have a copy on hand. Okay, that's perfect. Uh, let me know once the internet is back. So you can connect. So you can use that on. the LED light stops blinking. Okay. How does the menu now change? You type it in the address bar. Can you get the update of the scheduled setup? You said that you can keep the user something you write people see a song. There's no other way to change it.
11:00
Speaker 1
[silence] It's still [silence] flashing the same color, but it ain't it ain't taking itsweet time. [silence]
13:00
Speaker 2
Scotty, did the LED light change? [ silence] Oh, okay. So, yeah, uh, well, maybe it's really like, I know I'm still trying to get an internet connection, so let's just wait for it. [ silence]
13:00
Speaker 1
Good morning. Jill is on call at Culp Plink. Give playing second. Okay.
16:00
Speaker 2
Sir, is it still flashing red? Like, OK, so, Sir, can you reset this router again? Uh, what I want you to do next is I want you to press and hold its, uh, reset button for, uh, 15 seconds. So press and hold it. Yeah, for 15 seconds. Yeah, press and hold. Okay. And then the new carrying code right now is red. The other one, the other one is red too.
16:00
Speaker 1
It crashed. That's considered it red. Flashing red, or it was. That's blue. Well, it's blinking blue now. It was solid there for a second then it started. [silence]
17:00
Speaker 2
So let me know, sir, once you're done, okay? so again, then you bear so once you're done, I'm sorry. okay, is it blue like solid blue or blinking blue. okay
17:00
Speaker 1
Okay. Okay, it's still blinking at the moment.
18:00
Speaker 2
Okay. uh, let's just wait for it, okay? You keep up, okay? You SOC, five, three, three, seven. So let me know if it's actually showing now a steady light color, okay?
18:00
Speaker 1
[silence] It's back to the purple now. [silence] Yes ma'am. Okay. [silence] Oh, help me. Dang it. [silence] Uh, Leader.
19:00
Speaker 2
Okay now it's gone back to purple and blue. sir, can you do it again? The five press. press the reset button of the router for five times.
19:00
Speaker 1
Uh oh, immersion. I'd be there. Would flash red a couple of times and then it go back purple. Right. It's solid. It's a solid purple. I
20:00
Speaker 2
So have you done COTTY pressing the reset button for five times? Like it's not changing any color right now. Okay, can you do it again, please? press its reset button for five times again.
20:00
Speaker 1
Well, I won more times. I have a plate to say. Blast and, uh, and flash red a couple of times and go back to purple. It was solid purple. Uh-oh! Hello, can my-
21:00
Speaker 2
okay let's just wait for it okay and sir Scotty do you have a I mean there is an Ethernet cable that is running from the mrt to the bathroom
21:00
Speaker 1
my i got a iPad real and i got an can't
22:00
Speaker 2
2000 directly to your modem, correct? okay. sir. sir, do you have a laptop on it or an iPad that is available to use right now? a laptop or an iPad? Mhm. okay. Okay. Let's use that iPad. Now,
22:00
Speaker 1
[silence] Let's see. Let me let me put it on. Uh I don't know what the net gear VRB something like that. Uh enter password.
23:00
Speaker 2
ipad today routers default Wi-Fi name I didn't use the password that you can see underneath there our as well [silence] uh that should start with links. factor try to link. There will be later. setup.
23:00
Speaker 1
What password did I put in? When it's on the back of the okay mdm M q elf thank you is incorrect.
24:00
Speaker 2
Yes, the one that is at the bottom of the router.
24:00
Speaker 1
Connecting. [silence] Yeah. Hang on, man. [silence] Come back up again. Come on. Come on. [silence] Yeah.
25:00
Speaker 2
can you try it again please sir and then now let us make sure that we enter it correctly it is actually key sensitive so when it requires to have an upper case then it should be an upper okay thank you so much [silence]
25:00
Speaker 1
it it it all another Ethernet cable yes
26:00
Speaker 2
like, it's not letting you to connect Do you have a ethernet cable, sir, or that uh maybe we can use uh connect it through. I'm sorry. Yes, another ethernet cable. Cause we are going to run that ethernet cable from any available.
26:00
Speaker 1
[silence] interesting [silence] I got it. Oh, yeah.
28:00
Speaker 2
um are you able to connect
28:00
Speaker 1
I'm, I'm not connected to that part now. I ain't got no. I don't know what you want. So you can - I mean it can hang on there.
29:00
Speaker 2
So you're connected. So since you're the iPad is already connected, so can you open a browser? Oh.
29:00
Speaker 1
Ah, it's purple. Yes, my
30:00
Speaker 2
by the way Sir the the router did the LED light change? So since it's actually still purple Sir we actually now we really need to access the router settings and since you have the iPad uh can we reconnect or try to reconnect the iPad again?
30:00
Speaker 1
Ah, Elbow. Hello. Thanks. Um, what, what is the turnkey sort of frame NED a feature. HDMI. L, reboot. Memory. None. Next. Nope. Hey, won't let me do nothing. No, ma'am. Oh, no. I'm by myself. [silence] Oh, I don't know. I have no idea but he just, I think he's at work.
31:00
Speaker 2
like it's not doing anything sir. uh do you have someone there to help you out right now? okay. um do you have um maybe uh your son when will be the next then he'll visit you sir? uh your son when will be the next time that he'll going to be visiting you? without would be going to take okay. um yeah of course I totally understand that one. uh you know have another priority of course. uh uh sir. can you uh again uh like for you for the last uh but for this time sir. can you.
32:00
Speaker 1
Hey, blame. I got it. Question. Question. Er. Oh, OK. I told you, I don't know nothing about in there stuff. Question. Question. I'd probably just...
33:00
Speaker 2
Unplug the router for the moment. Yeah. I'll just turn it off and then let's wait for a few seconds. I'll give you the go signal whenever we're ready to turn it on. Okay. Okay. Okay. Um the left corner at the three lines try to press that. I'll leave Whi-Fi setting. No, it's totally fine Scotti. Okay? Um it's totally normal. Like you know. But like, you know, if you actually have someone there like maybe a neighbor or a good neighbor that you can uh, you know, visit you at home and help you regarding with this one then that's actually much more better as well. But since right now you only
33:00
Speaker 1
[ silence ]
34:00
Speaker 2
You know you yeah only have yourself and me here so we just really need to work together on this one okay? Okay? Okay right now Scotty can you turn it on please? Okay yeah that's actually still rebooting. [silence] Uh-huh. [silence] [silence]
34:00
Speaker 1
It's still flashing blue to green, blue to green.
35:00
Speaker 2
Well, Scottie, tell me if the LED light turns back to solid purple again, okay? Okay, now sir, press again the reset button for five times, sir. So, let us just make sure that we hear the click sound when we press it, okay?
35:00
Speaker 1
3, 4. All right. Now it's back to the You'll color whatever it is slowly flashing like it did before. Yes, ma'am.
37:00
Speaker 2
Um, is it now blinking? Okay, let's give it some. Let's give it some time. Okay. So help now, okay.
37:00
Speaker 1
Yeah. Oh, my head still blinking.
39:00
Speaker 2
Okay, so Scotty, the router is still blinking like nothing is happening. Okay, uh, for this one, sir, would it be, like, you know, uh, possible if, uh, you call your son and then let your son,
39:00
Speaker 1
Well, he's a wonderful. I don't know if I can call him and him at work or not.
42:00
Speaker 2
call us for this, for this so that we can work on this one, would that be possible? Or maybe he's just too busy. Yeah, I totally, you know, get your point, but yeah, how about we give it a try again, okay? Um, can you try reconnecting the iPad to the network of the Linksys router that you have? Let's give it another shot.
42:00
Speaker 1
[silence] Well, come on. You gotta pull it up. [silence] [silence] Come on. [silence] I'm gonna pull it up now. I'm not looking. I can't keep typing the incorrect hashtag. I do not understand that. I'm on my own.
43:00
Speaker 2
okay, once you are already connected, how about with this one? Can you try reconnecting your your uh had the other things aside from the iPad? Do you have any other devices that would work with an ethernet connection or internet connection? Um phones perhaps?
44:00
Speaker 1
it popped up incorrect password time. On my phone it popped up incorrect password time I test it. Let's see. Make sure you enter the correct password. I know good and well that I wrote it down. What to do? There you go. Uh oh.
45:00
Speaker 2
like it's still the same. it's still always saying incorrect password.
45:00
Speaker 1
How come it ain't thank you? Uh, let's see. That is, right? Huh. Hang on a minute. Um, the uh, well, um, um, um, um, um, um, um, um, Oh, go, um,
46:00
Speaker 2
Okay. sir. [silence] Uh-huh. I'm going to do [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
46:00
Speaker 1
I'm the [silence] I'm the [silence] I'm the on PC PC PCest Jace. Yeah. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. He: eh ya B: [silence] A: [silence] uh huh. It keeps popping up incorrect password. I do not understand my. Oh, I hate nobody. ...aint nobody wife and the grandkid went swimming, so... Aint nobody help me and the pigs and the chickens and that's it. Uh, ain't nothing connected. The only thing that hooked up to this router, the uh the box and see fire foot in here and that's it. That's the only thing hooked up to it.
47:00
Speaker 2
I'm sorry. I apologize for this inconvenience, Scotty. Um, oh, by the way, Scotty, is there any devices that is connected wired directly to the Linksys router? Uh, you know, a desktop, To make the most of this service, I'm currently reviewing the list of available devices. I see, cuz, um, if there's actually at least one. You know, it. [silence] desktop that is connected wired and we can absolutely access it, but since right now, uh we're actually having a hard time like you know connecting to the internet. Um, well you know in your report, Scotty, would that be okay if you can if you were going to call us back whenever um there will be someone that could help you about this one and you know can work with us, would that be okay? Okay, so uh Scotty, this is the ticket number uh for a reference of our conversation. That is 136075. So, um when you already have someone who could help you on this, so give us a call back and then provide that ticket number so that you can be assisted, okay? Yeah, thank you so much as well Skoti, okay. Have a good one. Bye bye for now.
49:00