V2 Rubric Detail — 203122c2-6332-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:03
Duration
44m 50s
Contact
Carl Brooks
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall19.9% (-4.1)

V2 Grader Summary

The agent performed basic resets and power-cycles but failed to follow KB procedures like isolating the modem or checking WAN status. The agent incorrectly denied support for out-of-warranty devices, violating the OOW best-effort standard. No escalation was offered despite unresolved issues and customer frustration, resulting in an ownership gap due to lack of ownership and resolution.

V1 Case Analysis

Customer (Carl Brooks) experiencing full internet outage; primary MX2000 node solid purple, child nodes red/orange. Agent performed resets and attempted pairing but provided incorrect steps and did not verify internet restoration. No resolution achieved.

Troubleshooting Steps
  • Requested and recorded serial numbers (though not captured correctly).
  • Guided the customer to power-cycle modem and router.
  • Instructed to reset child nodes by holding reset button 15-20 seconds.
  • Attempted to use 5-press pairing method on MX2000 (incorrect).
  • Checked LED states and asked to place nodes 3-5 ft apart.
Key Observations
  • Agent instructed 5-press pairing on MX2000 at [26:00], which is not a valid method for this model — a serious accuracy error.
  • No verification of internet connectivity was performed despite claiming setup progress [27:00].
  • Customer used profanity at [31:00] indicating high frustration; agent failed to acknowledge or de-escalate.
  • Agent lost control of call flow, allowing long silences and unstructured troubleshooting.
  • No case number created or referenced, and serial numbers were not properly recorded or used for warranty lookup beyond verbal claim.
Positive Highlights
  • Agent correctly identified the need to isolate devices by asking customer to set aside WHW-03 units temporarily [17:00].
  • Attempted to collect serial numbers from multiple devices, showing awareness of inventory needs [13:00-16:00].
  • Correctly advised power cycling modem and router in proper order [32:00].
Agent Errors / Gaps
  • Provided invalid 5-press pairing instruction for MX2000 at [26:00]; KB states MX/MR/WHW series use web UI or app for node setup, not 5-press pairing.
  • Failed to verify internet connectivity after reset or setup steps; claimed devices were 'setting up' without evidence [27:00].
  • Did not acknowledge customer frustration or attempt de-escalation after profanity at [31:00].
  • Gave contradictory instructions: first told customer to unplug WHW-03s, then later instructed to reset them [29:00].
  • Misrepresented troubleshooting outcome: claimed solid purple meant 'ready for setup' when KB states solid purple on MX/WHW nodes indicates normal operation, not setup mode.
  • Did not confirm physical WAN connection until late in call [30:00], despite it being a foundational troubleshooting step for internet outage.
  • Failed to create or cite a HappyFox case, violating case management protocol.
  • Did not offer any concrete next step (escalation, callback, KB article, email follow-up) before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still has solid red/orange nodes and no internet; agent never restores connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets, asked for serial numbers, instructed power-cycle of modem and router, but never isolated the modem (Step 2) or checked WAN status.
R3 Not Met Correct resolution path conf 96%
Agent told the customer that WHW-03 is out-of-warranty and 'cannot longer offer you live support,' violating the OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified LED colors and asked for current light indicators, but omitted key diagnostic questions (e.g., modem direct test, ISP status).
T2 Not Met Appropriate tools / resources used conf 94%
No use of the router’s web UI, WAN status check, or speed-test tool that the KB recommends for this symptom.
T3 Partially Met No misinformation conf 88%
Most reset instructions are correct, but agent incorrectly said a reset will turn the WHW-03 solid red instead of solid purple and gave inaccurate warranty guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set some expectations (e.g., 'wait 3-5 minutes') but the call was fragmented, with many silences and unclear transitions.
C2 Not Met Confirmed understanding conf 84%
Agent continued technical instructions without confirming the customer’s understanding or simplifying language despite evident frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent refused to help with the out-of-warranty WHW-03, effectively abandoning the issue rather than taking ownership.
O2 Partially Met Proactive follow-through conf 78%
Agent gave step-by-step actions (reset, power-cycle) but did not provide a clear timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
No escalation was performed even though the issue remained unresolved and the customer was highly frustrated.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be judged.
Customer Experience
X1 Not Met Customer effort minimised conf 86%
Agent offered only a brief apology about warranty; did not acknowledge the customer’s repeated outages or frustration.
X2 Not Met Tone & rapport conf 84%
When the customer became angry and used profanity, the agent remained procedural and did not adjust tone or pace.
X3 Not Met Overall experience conf 88%
Customer was asked to repeat serial numbers multiple times and to move nodes repeatedly, increasing effort without clear benefit.
Call Transcript63 turns · 72 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 products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's 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. Hi, thank you for calling Linksys, this is Regina. Who can I help you today? Yes, hi, this is. This is Regina from Linksys technical support. Sure.
00:00
Speaker 1
Okay, my internet went out last night and normally I just reset it and it comes back on. But here it's been off all night and the mother node is just solid purple. Normally I can go and reset it and it kicks back on, but right now it don't seem to be working. It's just going right back to solid purple. Yes I did. Yes, that is correct. That is correct. [silence]
01:00
Speaker 2
Did you attempted to reset your Linksys router? Yeah, because once it's three steps, sir, you need to pretty set up your Linksys router again since it will back to its default name and password. And by the way, let me just confirm if I'm talking with Carl Brooks. And your email addresses is Tampyfi98335@gmail.com. [silence]
01:00
Speaker 1
Excuse me. All of the towers are blinking red. All of them? Okay, hold on for a minute.
02:00
Speaker 2
Okay. So you have three links is devices in total. And what is the current light indicator of the child note, sir? Can you please move them closer to the parent node about three to five feet? Yes. And... and make sure they are all plugged in directly to the wall outlet.
02:00
Speaker 1
[silence] Okay. Okay. I'm running around trying to collect them all right now. I got three of them.
04:00
Speaker 2
Yes, I'm still here. So, can you please place the child nodes, about three to five feet apart from the parent's node and plug them directly to the power outlets? So you have three Lynxsys devices in total, right? One is the parent node and two are the child nodes. Okay, now, can you please plug the child [silence]
04:00
Speaker 1
Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah.
05:00
Speaker 2
5 to choose. Would nodes directly to power outlet. A power outlet. Choose an outlet 3 to 5 feet apart from the parent node and also from each other.
05:00
Speaker 1
uh yeah um uh uh uh yeah um uh uh uh
06:00
Speaker 2
So they are both booting up, right? Okay, that's good. And you can proceed also to reset each of the child nodes, sir. So press and hold the reset button for about 15 to 20 seconds, please. Yes. And let me know when they are all solid purple, which means that they are ready for setup.
06:00
Speaker 1
A still blinking one's rate one blue, and another one is kind of like. Okay. Okay, yeah. So one is blinking purple. Okay. Uh, the, two baby, knows are are Red still Red. Uh, two child knows. Oh, my. Hold on.
09:00
Speaker 2
like so when you're going to reset the router you need to make sure that it will blink red and then the light went off back to solid blue and start blinking blue then it will turn solid purple for the in X2000 what are the model number of the two child nodes
09:00
Speaker 1
model number WH Whoa. Three. [silence] and then I have model number WH Whoa. Three. and then I have one that's uh, then I have the MX2.000 model. [silence] I got one, let me see. Excuse me. Okay, I got one as a mother node and then I have uh, five and then I have the MX2.000. [silence]
10:00
Speaker 2
So okay, so let me just ask you, how many legacy devices do you have, including the child nodes?
10:00
Speaker 1
child nodes connecting, because I have a big house. I got about a four, 3,000 square foot house or 5,000. So I got about five, uh, nodes, baby nodes. Okay, hold on. Let me go get the other two. Hold on. Hold on. [silence] [silence]
11:00
Speaker 2
Okay, and can you please provide the serial number to each of the child nodes? [silence]
11:00
Speaker 1
[silence] Okay. Okay I got another MX-2000 model that I had in the garage and then I have uh uh model number WHW-03. [silence]
12:00
Speaker 2
Okay. Thank you. Can you please provide the serial number all of the child nodes here.
13:00
Speaker 1
serial number okay hold on serial number for one of them is uh to zero J one zero C see see six seven nine zero seven zero nine five no no one zero Charlie no no let me say it again Dan two zero Juliet one zero Charlie six seven nine zero seven oh nine five that's one serial number I'm going to
14:00
Speaker 2
Yes. Okay, let me just repeat and verify. 20J for Juliet. And an 10M for Michael. 10 Charlie, then 367907095.
14:00
Speaker 1
The next serial number is hold on. The next serial number is uh five zero Delta one zero Mike two five Charlie six zero zero nine one. And that's two of them. You want all the rest of them also? Okay. And uh next one is uh two zero Charlie one zero Charlie six seven nine zero seven three eight three. Uh hold on. Two zero Juliet.
15:00
Speaker 2
[silence] Yes, please. [silence] Okay. So, it's two zero Charlie or two zero J for Juliet.
15:00
Speaker 1
One Zero Charlie, 67 907 383. And uh, is uh, 50 Delta 10 Mike 2 4 Charlie 09 131. And the next one is 20 Juliet 10 Charlie 6 790 799 6. And the mother node [silence] You need a serial number for the mother node [silence] Yeah Okay Okay so you want you want me to set up all the the MX 2000?
16:00
Speaker 2
I guess thank you so much for that one Carl, but I would like to set an expectation that upon checking the the MX 2000, sure is still in warranty. So we can still offer live support for this nodes, but regarding with your WH W03. I do really apologize that I cannot longer offer you a live support with this one, but all you need to do is to follow the method that we're going to use to set up your Linksys MX 2000. But since you have a lot of nodes, so let's just try to set up them three at a time. To kindly unplug the W H W 03 for the meantime and set aside them while we are setting up your MX 2000.
17:00
Speaker 1
Okay.
18:00
Speaker 2
Yeah. Turn off that one, the three nodes to avoid any interference since you have a lot of nodes. So we're going to set up the MX 2000 first. All of your MX 2000s.
18:00
Speaker 1
Well, this one, I matched him, okay I got all the MX2000s, okay, okay yeah the uh one of the uh the mother node is solid purple one of the one of the other nodes one of the baby nodes are is blinking purple and i'm waiting on the one other node yes yep yep okay uh... uh...
19:00
Speaker 2
Okay, that's good. And what is the light indicator of your MX2000? Are they, also light purple? Okay, So you reset the child knows also. Delicious wait for the MX2000. 00to link. Solid purple.
20:00
Speaker 1
[silence] red. Okay, on on which ones, uh 2000 [silence] [silence] [silence] and link in red and the one 2000 is still purple. Okay, [silence] which one the red, [silence] the one blinking red or the one purple?
21:00
Speaker 2
wait 2000. make sure light blink red Then goes off Back to solid blue Let go the light Let go or unpress the reset button [silence] when you turn it to solid blue [silence] keep on holding it [silence] the one that you reset [silence] for the light indicator that's steady
22:00
Speaker 1
Oh, OK. So. No, they are still blinking red. they are blinking uh, yeah, they are blinking. One just turned solid blue.
23:00
Speaker 2
No need to reset that one, because it was already reset. So what are the light indicators for your link sys MX 2000 now? Are they all solid purple? Okay. A parent node is the main router is solid purple and then the two other nodes are what? Light indicators.
23:00
Speaker 1
Now it's blinking. Okay, did blue I, released it. Now it's blinking. They're both both of them blinking blue now. Okay. They're blinking.
24:00
Speaker 2
When you press and hold the reset button, sir, have you tried to observe, make sure that the light will blink red, goes off, back to solid blue, then release the reset button, and wait for the light to blink, with turns solid purple. Yes.
24:00
Speaker 1
Okay. Yes, yeah. Okay. OK. there's one went purple. OK.
25:00
Speaker 2
And measure they are two or three feet apart from each other. And also from their parent node. I think it looks good. So let's just wait for the other one.
25:00
Speaker 1
Okay, solid Purple. Yes. Five times. Okay. [silence]
26:00
Speaker 2
Okay, so they are all solid purple. Okay, now let's press release, the reset button of the main router. Five times within five seconds. Yes, five times within five seconds.
26:00
Speaker 1
[silence]
27:00
Speaker 2
And what is the light indicator of the main router? Okay, so that's a good sign. It means it's setting up. So all you need to do carlis to observe 3 up to 5 minutes for your links' devices to start blinking then turn to solid blue.
27:00
Speaker 1
Just do the same thing with them. What? What? okay. Why are they why are they no longer under warranty? And the MX 2000s are. Okay. No, I didn't I didn't uh I think I bought the uh 2000 the I mean, I brought the first ones at a different time. That's probably why, because they weren't enough for the based this house is. There weren't enough to place to give me a Wi-Fi. So I had to uh get two sets.
28:00
Speaker 2
Yes, exactly. For the WHW03, sir, same thing. You really need to reset them. Go ahead. Yes, the MX2000 are still in warranty, but did you purchase all the nodes during the same time? Because when I tried to verify, your WHW03 was purchased 2019, then we can only provide 3 years support for our intelligent mesh devices. That's why they're already out of warranty. [silence]
28:00
Speaker 1
okay
29:00
Speaker 2
Yeah, it's okay. But for the WHW-030-SER, once you're going to reset the nodes, it will turn solid red, not solid purple. So, once you're solid red, same thing, press release the reset button of the main router five times within five seconds. But you really need to set up them three at a time, same thing as what we did right now, to avoid any interference since you have a lot of nodes. Okay, but let's go back. What is the current light indicator of the main router?
29:00
Speaker 1
Okay. I think I'm gonna
30:00
Speaker 2
Okay, so just keep on observing them. And then check also the physical connection here. Make sure the Ethernet cable is properly connected from the modem to the internet port of the router.
30:00
Speaker 1
Oh, get the fuck out of here. Oh, fuck. Oh, shit. Everything seems like it's plugged up. They look like... they still orange or red. You can't make it red. Yep. They are solid solid red.
31:00
Speaker 2
but then they stopped and holds it up and stop again.
31:00
Speaker 1
Right now. Okay, unplug the my service provider. Then, okay, hold on. Yep. modem. Okay. Okay, I unplugged the modem and I unplugged the, the linksys. Is the parent the parent? No, yes.
32:00
Speaker 2
Okay, now can you please unplug the power of the modem, sir? From your internet service provider and then the main router from Linksys. Then wait 30 seconds up to 1 minute to plug the power back. Parent node. Modem then the parent node. And then wait 30 seconds up to 1 minute. I will let you know which device needs to be plugged in first. Parent node or main router. [silence]
32:00
Speaker 1
I reset these a couple times. I ain't never had this much trouble. [silence] Yes, I already called my uh uh [silence] uh spectrum and they said I was, that their power was good. There's no outage right now. So we're good we're good. [silence] Yeah, I got a uh I don't have a laptop right now. [silence]
33:00
Speaker 2
yeah because we need also to check if your modem is providing internet connection since you mentioned earlier that you had a power outage yeah but do you have also a device such as a laptop or a computer witch we can use to wire directly to the modem yeah but of course yeah but before that
33:00
Speaker 1
parent no okay okay okay everything's plugged in okay [silence] [silence]
34:00
Speaker 2
(other person) So both devices are booting up, right?
34:00
Speaker 1
the router is uh, motor skills, uh, orange, uh, the main router is is orange, all three are orange
37:00
Speaker 2
Okay, sir. The modem is now, solid blue. How about the main router? [silence] Okay. Can you please, can you please connect a laptop, sir, or a computer directly to the modem? So you can unplug the parent node, and then connect the device that you'll be using. Okay, check if we can access the internet. Use the default name and password labeled on the bottom of the main router.
37:00
Speaker 1
Oh, man. Oh. Okay. Got a little issue here. Can I go into my my Lynx's app? Okay, hold on. Okay. Okay, hold on. Okay, hold on. So
39:00
Speaker 2
Now, just to make sure that you're connected to your Linksys network by using its default name and password, labeled on the bottom and check if you can access the internet, or you can browse. make sure that your phone for example you're going to use your phone make sure your wi-fi is on select your wi-fi name then enter the wi-fi password to go online
40:00
Speaker 1
because I don't see. password. Okay, it seemed like I'm online. Say again. Do I need to do that or can it remain the same. [silence] [music]
42:00
Speaker 2
Okay now, would you like change your wifi name and[silence] wifi password?[silence] Would you like to change your wifi name and wifi password?
42:00
Speaker 1
Oh, shoot. Okay. Uh, my Wi-Fi, I think my, my Wi-Fi is, uh, co-co champ. Mm. Yeah, I like to keep my same password and, uh, for Wi-Fi. Okay, hold on. Log out. Okay, he's logged out. Log out.
43:00
Speaker 2
Okay. Can you still remember? What is your Wi-Fi name and Wi-Fi password before? Okay. Would you like to change your default name and password back to its original regular name and password that you commonly use? Okay. Can you please log into the Linus app?
43:00