V2 Rubric Detail — 19312d16-7947-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:29
Duration
8m 58s
Contact
Dan Steinkirchner
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00080578
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_WHW03
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall53.6% (+17.6)

V2 Grader Summary

The agent successfully changed the LED to blue but did so using technically incorrect methods. Specifically, the agent misstated the factory reset duration and incorrectly applied the '5-press' pairing method as a reset procedure, both of which contradict the authoritative KB. No internet connectivity verification was performed.

V1 Case Analysis

Customer reported solid red LED on Linksys router (no internet). Agent performed factory reset and incorrectly applied 5-press method. Device showed solid blue LED, but internet connectivity was not verified. Issue not confirmed resolved. No model/serial collected.

Troubleshooting Steps
  • Instructed customer to hold reset button until LED turned off (factory reset).
  • Observed router reboot with solid blue LED.
  • Incorrectly instructed 5-press method on reset button.
  • Waited for router to stabilize with solid blue LED.
Key Observations
  • Agent incorrectly applied the 5-press method after a factory reset, which is not a valid recovery procedure for a router showing solid red (no internet) per KB guidance (5-press is for mesh node pairing, not WAN troubleshooting).
  • No device model, serial number, or warranty status was collected, violating core support protocol.
  • Internet connectivity was never verified after reboot — solid blue LED only indicates router health, not internet access (per KB: red solid = no internet, blue solid = router healthy).
  • Agent prematurely declared the issue resolved without confirming the customer's actual problem (internet access) was fixed.
  • The 5-press method instruction contradicts the KB and suggests confusion between mesh pairing and WAN recovery procedures.
Positive Highlights
  • Agent maintained a friendly and empathetic tone throughout the call, engaging in small talk to build rapport [04:00, 07:00].
  • Successfully guided the customer through a factory reset procedure, resulting in a change from solid red to solid blue LED [03:00–04:00].
  • Waited for the router to stabilize and observed LED behavior, showing attentiveness to device feedback.
Agent Errors / Gaps
  • Incorrectly instructed the 5-press method on a device showing a solid red light, which is not applicable for internet connectivity recovery (per KB: 5-press is for mesh pairing, not WAN troubleshooting).
  • Failed to verify internet connectivity after reset — the core issue was not confirmed resolved.
  • Did not collect model number, serial number, or discuss warranty status, violating basic support protocol.
  • Misinterpreted solid blue LED as confirmation of internet connectivity, when it only indicates router online status (per KB: red solid = no internet, blue solid = router healthy).
  • Provided contradictory reset instructions: factory reset (hold 10+ sec) followed by 5-press (5 quick presses), suggesting confusion in procedure.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent declared success when light turned solid blue but did not verify internet connectivity or confirm customer could access online services; red light returned briefly after reset, indicating instability not addressed.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped basic diagnostics like checking WAN cable or power cycling modem, jumping directly to factory reset without distinguishing between router and ISP issues despite customer mentioning Spectrum involvement.
R3 Partially Met Correct resolution path conf 90%
Factory reset used as first resort without confirming if issue was transient or required deeper troubleshooting; while reset is valid, it should follow basic steps like rebooting modem and checking connections per escalation guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid red LED but did not ask about recent changes, modem status, or perform layered troubleshooting; jumped to reset without establishing root cause (e.g., modem issue vs. router failure).
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were available or required; agent correctly used the reset button as the primary intervention for a non-responsive device.
T3 Not Met No misinformation conf 100%
Agent provided two contradictory and incorrect instructions: 1) 'hold the reset button until the light completely goes out' (contradicts universal_factory_reset.md which requires holding for 10-20 seconds regardless of light behavior); 2) 'five times on the reset button' (this is the 5-Press pairing method from universal_mesh_node_management.md, which is not a reset procedure and is technically incorrect for a standalone router reset).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control but introduced confusion by shifting from reset to 'five times on reset button' without explanation; also engaged in off-topic small talk during critical wait periods.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to confirm understanding of key steps; customer appeared uncertain ('One second in between and five times') and agent did not verify correct execution.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on the resolution path chosen.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps but included contradictory instructions (reset hold vs. 5-press); did not confirm final stability or provide post-resolution guidance despite earlier light fluctuations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was handled internally.
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 was polite but did not acknowledge customer frustration or prior failed attempts with Spectrum; missed opportunity to validate customer effort.
X2 Partially Met Tone & rapport conf 75%
Agent used small talk to maintain engagement, but pacing was disrupted by unclear instructions; customer’s confusion during 'five times' step was not fully resolved.
X3 Partially Met Overall experience conf 80%
Agent avoided holds but introduced unnecessary complexity by combining reset with 5-press method; customer had to perform multiple actions without clear rationale.
Call Transcript13 turns · 15 lines
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.
00:00
Speaker 1
uh, what was your name again? Ben? Ben. Ben. Okay. Sorry if I don't have that right. And my name's Dan. I have a Linksys Wi-Fi modem we're having troubles with. Um, it's got the red light on it and we can't get rid of it. And I'm calling. Yeah, it's a red light and I'm calling to get some help getting that fixed. Uh, what do you mean which one, the modem or the no, not the modem, the uh, the Linksys uh, uh, router or whatever it's called. I got the numbers here for you. I'm sorry.
01:00
Speaker 2
Hi, thank you for calling Linksys. My name is Van. I'm going to help you today. Yes, it's Ven. Mm-hm. Solid red? Which one is having this solid red light? How many [Linksys devices do you have] in total? Uh, once again, how many [Linksys devices do you have] in total?
01:00
Speaker 1
Oh, how many? Well, I don't know for sure. there's only there's only one right here and by the computer right now. I'd have to go look and see if there's others. I think there's one on our bedroom and maybe one in the kitchen. I'm not sure. Yes. No. Yes. Yes. Yes. Yes. My wife had it reset last night. She called Spectrum and had him reset it. And uh she messed around and got our wi-fi going. called Scissor G. And
02:00
Speaker 2
Hi, how many Linksys devices do you have in total? Yeah, I see. Am I speaking with Sir Stan Krysbaur? Yeah, thank you so much. So right now, the one near your computer turned solid red? Is it still wired to your? Is it still wired to your modem? From your spectrum? All right, thank you so much for confirming that. I see. All right. Thank you so much for that one. All right. So we're going to need to perform a complete factory reset on the Linksys device. You're going to need to hold the reset button until the light completely goes out. Once the light goes out completely, you let go of the reset button.
02:00
Speaker 1
Are you still there? It's done. Now, the light came back on blue. Okay. It's good. How's your day? Where are you located at? Oh, okay. Wow. Talking to you halfway around the world. Yeah. Yeah, they reset something remotely. I'm not sure what they did, but yeah. Just what?
04:00
Speaker 2
Yes, I'm still here. All right, let's just wait until the light. Let's wait for three minutes. That's usually currently rebooting. So, let's wait until the light may change to a different color. While waiting, may I ask, how's your day as well? Quite alright as well. You mentioned your wife called we're located in the Philippines. Yes. Calls the tech, not the tech, the internet provider, right? And had the modem rebooted. I see. Just on their end.
04:00
Speaker 1
yes yeah we also unplugged it to reset it before she did that it's uh blue and it's kind of fading between on and off okay uh it just got bright red correct
05:00
Speaker 2
Okay.
05:00
Speaker 1
Okay. One second in between and five times. Okay. Okay. Now the light is orange or cream colored. [silence]
06:00
Speaker 2
release. Wait a second. Press release. wait a second. five times on the reset button. Go ahead and do it now. Yes. Yes. Yes. Thank you so much. Let's just wait for three to four minutes. Right now it's trying to automatically configure itself.
06:00
Speaker 1
How's the weather in the Philippines today? Oh. Uh, it's turned blue now. Okay. Yep. Uh, uh, no, Ben, thank you very much. I appreciate your help. You too. Thank you, Bye.
07:00
Speaker 2
Let's just wait for a minute. We need to make sure that it stays that color. [silence] So far, no changes. Still in a solid blue light. Perfect. Congratulations. Your network or specifically your Wi-Fi is back and working, since it's staying on that specific light. So, is there anything else? All right. So, if there's nothing else, once again, thank you so much for calling us. Thank you for calling for and take care. Have a great day. Enjoy your network.
08:00