V2 Rubric Detail — 1b480fa8-638e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 23:02
Duration
55m 16s
Contact
Herlinda Torres
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132702
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall58.3% (+14.3)

V2 Grader Summary

The agent applied correct technical steps for the MX6200 (reset, 5-press) and maintained ownership, but failed to resolve the issue or access the router UI. Communication was fragmented and customer effort was high, though empathy was partially demonstrated through persistence. No escalation was warranted at this stage.

V1 Case Analysis

Customer reports solid red LED on MX6200 (SN: 85W1Z0M29D04990), no internet, cannot access admin UI. Agent performed power cycle, factory reset (~20s), 5-press pairing, and attempted access to 192.168.1.1 — issue unresolved. Call ended without clear next step or escalation.

Troubleshooting Steps
  • Power-cycled modem and router
  • Factory reset of router (held reset ~20 seconds)
  • 5-press pairing method on parent node
  • Attempted to access admin UI at 192.168.1.1
Key Observations
  • Agent asked for father's name — irrelevant personal information with no support justification.
  • Factory reset duration of 20 seconds exceeds KB recommendation of 15 seconds for MX6200.
  • Failed to verify internet connectivity after reset or 5-press pairing.
  • Call ended due to line quality without setting callback, escalation, or follow-up.
  • No warranty or support eligibility discussion despite hardware troubleshooting context.
  • Admin UI access failure suggests potential DHCP, IP conflict, or router configuration issue not addressed.
Positive Highlights
  • Correctly identified MX6200 model and captured serial number despite garbled input.
  • Performed proper power cycle sequence: modem first, then router.
  • Attempted correct 5-press pairing method for Velop MX6200.
  • Guided customer to correct admin URL (http://192.168.1.1).
  • Attempted incognito mode to bypass potential browser cache issues.
Agent Errors / Gaps
  • Asked for father's name — inappropriate collection of personal information not relevant to support.
  • Provided incorrect factory reset duration (20 seconds vs. 15 seconds per KB).
  • Failed to verify internet connectivity after reset and 5-press pairing.
  • Did not establish a clear next step, escalation path, or callback arrangement before ending call.
  • No warranty or support eligibility discussion despite hardware issue context.
  • No HappyFox case creation or update despite standard protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with customer unable to access router UI or restore internet; issue not resolved and no escalation offered.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed power cycle, factory reset, and 5-press method, but skipped key diagnostics like firmware check, speed test at modem, or DHCP verification.
R3 Met Correct resolution path conf 90%
Agent followed standard L1 troubleshooting path for MX6200 (reboot → reset → 5-press) without prematurely escalating or dismissing due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red LED and no internet, asked about modem lights, but did not ask for firmware version, WAN IP, or confirm PPPoE settings.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (logs, remote session) were available or required; agent used correct KB-backed procedures (reset, 5-press) appropriate for the issue.
T3 Met No misinformation conf 93%
Instructions (20-second reset, 5-press within 5 seconds, 192.168.1.1) are technically accurate per KB for MX6200.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated troubleshooting and gave step-by-step guidance, but frequent silences, repetition, and lack of clear transitions disrupted call flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain terms like 'turn off' and 'press reset', but failed to confirm understanding when instructing incognito mode or IP access.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and continued troubleshooting from start to end.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (reset, 5-press, connect to setup SSID), but did not set a timeline or confirm follow-up if unresolved.
O3 Not Applicable Closure confirmation conf 99%
No prior case history mentioned; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted yet — L1 troubleshooting was still appropriate.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration early, but stayed patient and continued helping despite customer agitation and connection issues.
X2 Partially Met Tone & rapport conf 80%
Agent adapted by simplifying steps (e.g., asking to take a picture of label), but persisted with complex browser instructions without confirming comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated model/serial info, struggled with incognito window, and had to manually enter IP; agent could have streamlined with clearer, device-specific guidance.
Call Transcript75 turns · 84 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available 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 now. For out-of-warranty product, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
on Sunday. One yet. Oh, what you got on with so far. So I close. Oh, yeah. Shall we let the bird, you know, are you better with a fichino? I will put them. Make sure you're done. No. No, she doesn't care. Wow, wow, wow. Guys, I'm so frustrated with how frustrating. What? with this. with this. it's the router. oh, i just dropped myself. um okay and I should, I should have done it earlier. um all right, guys, I'll be right back. with a little moment. This is offline. Um, hi. So, I'm calling because I've been having problems with the router and the internet and I don't know what's going on. Um but I've just been having trouble forever. I'm just calling because I finally got a chance to call. Uh, yes. Yes. Do you need just one of them or I have uh I have the the router and then the what is it called the the node or what do you all call them? Does it matter what doesn't matter? I need some help with the internet. I know that you've been having problems with the router and the internet connection, but let's let's see if we can figure this out together, okay? I'm going to send you some options and I just need some time with you. Okay? So, are you saying that like your internet connection is really slow or you're still having issues reconnecting? I'm not exactly sure what you're trying to do. Okay. Yes. Okay. So, what I'm going to do is I'm going to send you an email. Are you comfortable using your phone to connect to your email? [silence] [silence] [silence] [silence] [silence] Mm-hmm. Can you still hear me? Or should I make an alternate plan? Okay. I'll wait.
04:00
Speaker 2
Thank you for calling Linksys. This is Carla, how may I help you? Okay. Okay, so you're having problems with the Internet connection using the Linksys router? Okay, all right. So man, before we continue, let me just create a record. Can you have the model number and serial number of your Linksys router? Okay. All right, so you got um you've got total three.
12:00
Speaker 1
[KEEP_UNCERTAIN] We only have two. We only have, we have the, well, actually, we have the router, and then we have one more, so I don't know why three are showing up. Yeah. So, which one, which one, which one do you need? The main one or any one of them? Okay. Give me a sec. Let me get thatuh Spectrum. Uh-huh. Okay, um, okay. Um, let me see. Um, oh, the Frontier. [silence]
13:00
Speaker 2
uh... two uh, huh. Oh, okay. Yeah, because I the main one, man, the ones that's connected to your provider. Okay. And what's your internet provider, ma'am? Spectrum. [silence] Um, you can check the model number and serial number. It'll be at the bottom of the main node.
13:00
Speaker 1
The serial number, the very tiny number, right? Okay, okay. Okay, let's try this again. Okay. Okay, the serial number is 5,8W,1Z0, M29.3 is a David. and 4990. Yes.
14:00
Speaker 2
yes actually you can take a picture of it then once you have the picture you can just zoom in okay again the serial number that is um eight five W for William one zero M for Mary two nine D for David zero four nine nine zero okay how about the model number ma'am
14:00
Speaker 1
Model number is M as in Mary x6200. It was read not too long ago, but let me check again. It's red. Instead of 9153466783. For Linda H-E-R-L-I-N-D-A Torres.
15:00
Speaker 2
Okay. Okay, thank you. And what is the color of the light of that node? Okay, it's red. Okay. All right. And can I have also your phone number? All right, thank you. How about your first name and last name? Okay. All right. What is your father's name? mm-hmm all right thank you so much for this information and ma'am let me just verify this without your Linksys router have you tried connecting a computer straight to the spectrum modem okay haven't you tried connecting a computer straight to the spectrum modem to verify or validate the internet from spectrum yes like you connected your computer to the modem um using an Ethernet cable
15:00
Speaker 1
most computers don't even have that anymore. yeah most computers don't have that anymore. uh-huh. Can I up? uh-huh. I just have a question. when I looked it up it shows like there's three. So why is there yeah? um let me see. so right now it's still checking for internet. So yeah the the app has been pretty useless lately. I
17:00
Speaker 2
okay. So we'll just going to check That, Our Member. okay. So what we're going to do here, we're just going to probably check the settings on your rather be it seems like it's not um connecting or communicating to the um spectrum modem. It shows the red light. Go ahead. Yes. Go ahead, ma'am. Is that on your um is it on the app. Um, does it shows it on the app? Does it shows devices and then nodes? How many notes? If you're going to go to notes, how many are there? Okay. [silence]
17:00
Speaker 1
it just doesn't do anything. let me see. It's taking forever. Well, I mean I've I've started with the modem I've restarted the modem um I've called Spectrum. They're like nope it's not the modem. Then I've tried uh resetting the, you know, disconnecting it, the router, leaving it off for some time, connecting.
18:00
Speaker 2
um what troubleshooting so far you've done under battery I'm did you like reset turning off turn it on
18:00
Speaker 1
mhmm, it's because I'm keep walking over here, cus, okay, give me a sec, it's red, on the modem, or on the router, the modem, or the router, yeah, the modem, the, the modem, the blue lights are on, so according to the modem, it's, we have internet, [silence]
19:00
Speaker 2
Okay. Um, on your modem right now, what are the lights lit on the modem? Okay. A modem, ma'am. A modem. A modem? Okay. So they have blue, um, power and what do you call this? Power and [silence]
19:00
Speaker 1
Yes. And the router is red and the message that I just got back from the router says, uh-oh, looks like your phone is offline. Yeah. Okay. Turn it off. Okay. All right. Okay. Turn off the modem as well. I don't think it has an on and off. Do you mean disconnected from the power source? Uh, yeah, cuz I don't know.
20:00
Speaker 2
the online, correct? Okay. Okay. All right. So, ma'am, let's try this first before we do a reset on your router. We'll, um, do this first. Um, turn off your linksys router. All right. And then, um, turn off also your modem. Yes. Um, yes, ma'am.
20:00
Speaker 1
what that is. well maybe that's the... okay disconnect okay they're both disconnected okay okay
21:00
Speaker 2
okay. I'll tell you when to turn on the devices. So, once we turn on, you will start with the modem first, once the modem is ready, that's the time that we're going to turn on the router. Okay? But I'm going to tell you when to turn on the modem. Okay. All right, ma'am, please turn on the modem first. Turn it on. And then, let's wait until the modem will stabilize its connection. Like, both power and online is solid. Okay. The light on the on the model
21:00
Speaker 1
It's, blue. It's flinking, it's flinking blue... [silence]
24:00
Speaker 2
Okay, what's the light right now? Is it still blinking red?
24:00
Speaker 1
you know yeah I know you owe sorry. Thank you. Sen. Is it in the balance? It's red. Now it's red. Mm-hmm. solid red.
25:00
Speaker 2
Let's just wait. It's red. It's solid red, okay. Okay. It seems that on the router that you're using, or in a mail. There is no special configuration like port forwarding. You just use this for just purely for Internet, right? No special configuration.
25:00
Speaker 1
yet, yes, no, it's just, Okay, uh-huh, uh-huh, Okay, so right now the, the the, the the modem is now blinking white and blue again, the modem, uh-huh, uh-huh, the modem, uh-huh, Um,
26:00
Speaker 2
Okay, the next step is we do a reset ma'am. We tried already a power cycle on both devices, but it shows that the router is still not responding to your modem, okay? So we'll do a reset. We'll do a reset on your router, okay? We need to reset the router, ma'am. The Linksys router is you need to press and hold the reset button for 20 seconds so press and hold it, okay? It's blinking blue and white. Okay, let's just okay, let's just wait for that. What is the brand of your modem, ma'am? [silence]
26:00
Speaker 1
Let's see, I don't know. Um, um, I'm not sure. Let me see. Here she's got that. [peep] I want to. I want to. Oh. It said. Lucas, do you know how to find the name of the router here? I mean the modem? Do you know? The name of the modem? The brand. Oh, the plane, yeah. Oh, spectrum. Oh, it's just spectrum. It just says spectrum. Thanks. No, yeah, where it says online, it's blinking white and blue. Blinking.
27:00
Speaker 2
Okay. There's a magnetizer. Okay, so what do you think? It's still blinking white right now? Okay, let's just wait until it turns solid blue or white, okay?
28:00
Speaker 1
[silence] [silence] [silence] Yes. Uh, let me see. Why? It's blinking white and blue. Yes. Uh, let me see. Why?
29:00
Speaker 2
The power is solid blue, right? [silence] blinking white and blue or just blinking white? uh... Okay. [silence] So because if it is blinking ma'am that's like [silence] shows that it's attempting to sync or um...establish a connection or might be it's doing a
29:00
Speaker 1
Mm-mm. Okay. So now it's solid. Now they're both solid blue right now. Well, the router is red.
30:00
Speaker 2
former update.
30:00
Speaker 1
Okay just hold it down for 20 seconds. Okay. Let's see what you think. Okay. Okay so it's Um-hm
31:00
Speaker 2
Okay. Kindly um press and hold again. Uh press and hold the reset button for 20 seconds on your lengths parent node. Um, yes. Okay, ma'am, release the reset button. All right, let's wait until the router will stabilize. That will take a minute or two or more than, well, three minutes.
31:00
Speaker 1
No, it's blinking blue.
32:00
Speaker 2
okay.
32:00
Speaker 1
[silence] God bless you. All things.
33:00
Speaker 2
Okay. What's the color of the light? It's still blinking, or it's now solid. [silence]
33:00
Speaker 1
Um, it's blinking blue. go yeah. can you hear me? yeah.
34:00
Speaker 2
We have this to talk about.
34:00
Speaker 1
the value. [silence] it's uh solid blue [silence] right there. [silence] So like, one, two, three, four, five.
35:00
Speaker 2
[silence] Okay, what's on the router right now it's still blinking. Okay, it's solid blue. Okay, that's good. So um next step here, ma'am is that we're going to set up the router is we are going to use this five-press method. So, we are going to press the reset button five times within 5 seconds. It's a different press that we're going to do right now. It's like press, release, press, release five times within 5 seconds. Okay? Yes.
35:00
Speaker 1
press and release it every count for five. okay do i start now? okay one two, three, four five. now it's blinking white.
36:00
Speaker 2
Yes, five press in five seconds. Um, yes, you can. Okay. All right. Let's just wait. That's in, um, set up in progress. So, let's just wait. I've also been a house but I could you see we're on my private house right so it's still blinking looks like looks like it looks like the Jesse stuff looks almost like a
36:00
Speaker 1
It's still blanking white. How can I start? You it's. You did it. Huh. [silence]
38:00
Speaker 2
why? okay, the devices that's connected to your router? they use like phones, laptops, what are those devices ma'am?
38:00
Speaker 1
Uh... um, we have, uh, ring cameras and uh, we have like, um, the laptop, phones, we have a printer and- that's about it. Oh, solid white right now. Uh, what do you mean? Yeah, for my for my home? Yeah. Yes.
39:00
Speaker 2
Okay. Okay. Can you still remember the name of your Wi-Fi network, ma'am? The one that you used before? Like the Wi-Fi name and a password? Yes? Because as of this moment, the light right now is white. Correct? That means it's communicating now to your modem. So, the next step that we're going to do, um, we're going to [ silence ]
39:00
Speaker 1
Okay, tell me again you kind of broke up. Um oh my phone, Wi-Fi. Okay. Um oh oh I see what you're saying because it doesn't show up as the name I had before. Uh
40:00
Speaker 2
Mm-hmm.
40:00
Speaker 1
would it be, would it be, would it be the with with the name behind a modem? sounds valve setup 43. Okay, okay, I lost you. okay, explain to me again, you want me to pick you want me to to develop setup, you want me to pick that?
41:00
Speaker 2
your modem doesn't recognized anymore so we did a reset then we configure the router and right now it is communicating to your modem okay and the yes ma'am so right now once you go to Wi-Fi um it will detect the Valero startup right Okay. So that's um coming from your router right now from the Linksys router. So kindly connect to that name and then it will ask for a password. You can use the password that's underneath the parent node the main router. Okay. Sorry. uh Yes.
41:00
Speaker 1
OK. All right. And then the password, you want me to use switch? That one? Great. OK. Let me give me a second. Uh, and use bad password, right? Hello. One, two, five, one, two, five, one. Great. I need to write it down. Give me a sec. Hello. B. B. B.
42:00
Speaker 2
The one that's at the bottom. The bottom of the router. There's a password there. You can take a picture of it ma'am because later we might need to use that password to access the router page. Yes.
42:00
Speaker 1
Oh, my God. Oh, my God. How can you. It's ridiculous. I was falling off the wall. I was trying to hurt. Well. Sure. Get it? Me too. Okay. I'm connected to that. What was that?
43:00
Speaker 2
Can you kindly check, ma'am, if you can access the internet? Can you check if you're online on your phone, like if you can access the internet? [KEEP_UNCERTAIN] Okay, can you access any websites on your phone? Okay. Mhm, alright, so we are going to rename your Wi-Fi ma'am so that um you can um like, you have your personalized Wi-Fi name. So, um do you have a computer ma'am that we can use? So that it's much easier for us to navigate. So, um [silence]
43:00
Speaker 1
Yeah, let me get one. [silence]
45:00
Speaker 2
the uh set up underbounders okay.
45:00
Speaker 1
Okay, where do I need to go? [silence] It's for Max. [silence]
46:00
Speaker 2
okay okay um same thing ma'am on your um computer or your laptop is this a Mac computer or is it a Windows computer okay so um on your Mac on the top of this uh screen you have there the Wi-Fi icon kindly click on that and connect same thing connect to velop setup [ silence ]
46:00
Speaker 1
let's be um yes yeah I'm trying to pin composite. yeah hello? hello? yes okay
47:00
Speaker 2
So, click on that icon, and then it'll give you the list of network names. Look for the Velo port. sir up. Yes. Okay, it shows connected. Okay, can you please open a browser? You can use Google Chrome, or, um,
47:00
Speaker 1
oh yes i okay um hold on let me clear this ok um Zoom. Hold on
48:00
Speaker 2
UMM. Then. Once you use Google Chrome, on the add- address bar, where you can type the U.R.L., type this number 192.168. Okay? Okay. Okay, I'll repeat, ma'am. 192.168.1.1. Okay. dot 1 dot 1. Okay? Again, 192.168.1.1. Um, ma'am, just to, um, let me just check the line. Can you hear me clearly?
48:00
Speaker 1
[HUMAN_REVIEW] Yeah, it's just that sometimes you break up. Okay, I'm going to do it. Okay. You said 192.168.1.1. It says that it's a login admin. Is that the one what you're looking for? Uh, 192168. Let me see. Okay, now that says this site cannot be reached. Um, 192.168.1.i.1.0. 1. Yeah. So if I do dot one, dot one, it gives me this site cannot be reached.
49:00
Speaker 2
Okay. All right. Yes. Yes. All right. um is it a search results that provide you search results? Does it give you different search results? No. No.1.1. All numbers. . Okay, let's check, what's the IP address of your computer ma'am. Can you click on the Apple menu and go to system.
49:00
Speaker 1
I'm trying to do them. Okay, um, where do you, where do you need me to go? The system settings? OK. And then what? Network. Um, and OK. OK. Um, the IP address is one nine two dot one six eight.
50:00
Speaker 2
[silence]
50:00
Speaker 1
[silence] The router is in 583.168.1.1. um okay
51:00
Speaker 2
How about the default gateway or router address? Okay. Can I close this page and, okay, let's go back to Google Chrome. Okay, when you open Google Chrome, can let's use the incognito mode of this browser. Click on the three dots on the upper right-hand side corner, then kindly click on new incognito window. Yes, new incognito window. [silence]
51:00
Speaker 1
New window. I don't I don't understand what you just said. Youew new window. Um uh no. because I've been okay, I can hear you. I just didn't understand what you were saying. Did you say new window? Oh, new incognito window. Um, do you see that anywhere Lucas? Let me see. You have it locked. Yeah, it's not it's not getting with my light. Oh, okay. So I'm in the different laptop.
52:00
Speaker 2
Okay, Ma'am, it seems like there is something, um, the line is not clear. Can I, um, like call you back? Incognito window, Ma'am. New incognito window. Um, when you open Google Chrome, Ma'am, uh, sorry.
52:00
Speaker 1
I'll just use that one. Sorry. Yeah, because mine's not letting me open it for some reason. The incognito window, it didn't let me open. Okay. Yes. Yes. Okay. Okay. Okay.
53:00
Speaker 2
okay okay but do you have Google Chrome on this computer right okay how about this one ma'am um on the address bar let's just use the um um Google Chrome kindly open a new tab all right and then on the address bar okay? please type again this link https
53:00
Speaker 1
Okay. It's loading right now. But you're not connected to... I think you need to be connected to it. because
54:00
Speaker 2
and call and forward slash forward slash 192.168.1.1. All right what happened. Are you using A's connected to developed setup name right?
54:00