V2 Rubric Detail — 24a85892-74db-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:26
Duration
33m 47s
Contact
Marlin Willefen
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135430
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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

Resolution5.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall69.7% (+3.7)

V2 Grader Summary

The agent achieved a successful setup outcome with customer confirmation of full connectivity. However, key technical inaccuracies — particularly the false claim that the MX4200 supports 6 GHz — and misapplication of the 5-press method undermine the accuracy and protocol ratings. Troubleshooting was partially effective but included unnecessary steps and missed standard setup flow.

V1 Case Analysis

Customer set up MX4200 router, configured Wi-Fi SSIDs/passwords, and confirmed internet connectivity.

Troubleshooting Steps
  • Verified WAN cable connection and LED indicator.
  • Guided customer to log in locally via http://myrouter.local.
  • Reset admin password using recovery key on router label.
  • Configured Wi-Fi SSIDs and passwords for all bands.
  • Confirmed connectivity on wireless devices.
Key Observations
  • Agent incorrectly stated that the MX4200 does not support 5 GHz band, which contradicts the KB (MX4200 supports 2.4 GHz, 5 GHz, and 6 GHz).
  • Agent unnecessarily instructed a 5-press reset during initial setup, which is not a standard setup step and could confuse the customer.
  • Call contained long silences and inefficient navigation through router settings, delaying resolution.
  • Agent did not promptly acknowledge customer confusion about Wi-Fi band naming.
Positive Highlights
  • Collected product model number (MX4200) early in the call at [04:00].
  • Successfully guided customer to local login via http://myrouter.local at [20:00] and assisted with password reset using recovery key.
  • Helped customer configure Wi-Fi SSIDs and passwords for all bands and confirmed connectivity on wireless devices at [31:00].
  • Confirmed resolution by verifying both wired and wireless connectivity before closing the call.
Agent Errors / Gaps
  • Incorrect statement at [28:00] that the MX4200 does not support 5 GHz band — per KB, MX4200 supports 2.4 GHz, 5 GHz, and 6 GHz bands.
  • Unnecessary instruction to perform a 5-press reset at [08:00]–[10:00] during initial setup — this is not a setup step and is only used for escalation on compatible models.
  • Failure to clarify the distinction between router admin password and Wi-Fi password at [23:00], leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms connectivity on all three bands via phone and states, 'I think that’s what I needed… I really appreciate your help,' indicating full resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped initial power-cycle verification and incorrectly advised 5-press reset (not needed for setup); troubleshooting advanced but included unnecessary steps and missed standard setup sequence per KB.
R3 Met Correct resolution path conf 95%
Agent correctly treated this as a new in-warranty device setup, pursued self-service path, and did not inappropriately escalate or dismiss.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED state and login issue but failed to diagnose root cause (admin password) until late; 5-press reset was misapplied as diagnostic when it's for escalation or pairing, not initial setup.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used local web UI (myrouter.local) and Windows network settings to verify connectivity and configure router — correct tools for the scenario.
T3 Not Met No misinformation conf 95%
Agent repeatedly claimed MX4200 supports 6 GHz band ('six gigahertz, yes. That's the new wisp band'). Per universal_5press_models.md and general product family context, the MX4200 is an AX4200 model supporting 2.4 and 5 GHz; 6 GHz is not supported on this model.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained structure but allowed confusion around reset button vs. 5-press, failed to clarify purpose, and let customer struggle with simultaneous button press and LED observation.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear language but failed to adapt when customer expressed confusion about password types and band naming; did not confirm understanding after key explanations.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through on all steps required for setup completion.
O2 Met Proactive follow-through conf 95%
Agent confirmed resolution, asked if further help was needed, and closed appropriately — no pending commitments.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a standard setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, used 'sir,' thanked customer, and stayed patient despite customer frustration and repetition.
X2 Partially Met Tone & rapport conf 80%
Agent slowed down at times but did not adjust tone or pacing when customer expressed confusion about 6 GHz; missed opportunity to simplify technical concepts.
X3 Partially Met Overall experience conf 85%
Agent required customer to perform multiple complex steps (5-press while watching LED, network adapter checks); some effort could have been reduced with clearer sequencing.
Call Transcript59 turns · 62 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. [silence]
00:00
Speaker 1
Yes, ma'am. I am needing some help. I've just purchased a uh Lynx isn't uh MX 4200 and I'm just struggling trying to get it uh connected. Yes. [silence] No, no. 1D, 1D then zero three seven seven three. Yes, ma'am. Marlin M-A-R-L-I-N. Last name's W-I-L-L-E-S-E-N-N.
02:00
Speaker 2
Look underneath it. Yes, go ahead. Mm-hmm. Okay. That is again 3AU for Umbrella 20M. like Mary, 19D for David. And then another D for David. Z. Or just one D. Okay. This 03773. Okay. All right. Let me create a record. Sir, can I have your name?
03:00
Speaker 1
uh, Marlon at TX dot R R dot com. Yes. Just one. Spectrum. Yes. [silence]
04:00
Speaker 2
Okay Marlon. That's M-A-R-L-O-N. at TXRR. Com. [silence] all right. So how many MX4200 do you have? [silence] Just the one? [silence] And who is your internet provider? [silence] Spectrum. [silence] Okay. Do you have any computer available, Sir Marlon? [silence] All right. Now since this is for initial setup, I need to verify the cable connection if it's properly connected. [silence] Now where did you connect the modem, sir? Is it to the internet port of this MX4200?
04:00
Speaker 1
Yes. Yes. The LED, the LED indicator on top. You talking about the LED light on the top of the router? Is that what you're asking? The LED is light blue. It's difficult, it's difficult for you to hear me unless you kind of stop talking for a second. It's light blue.
05:00
Speaker 2
200. [silence] it's connected to the one that says internet, right? Okay. [silence] [silence] And [silence] can you tell me what is the LED indicator on top? [silence] what is the color? Mhm. Yes. Yes, sir. Mhm. It's it's light blue. Okay. Okay. All right. So, uh, so Marlin, when is the exact date of purchase of this router?
05:00
Speaker 1
Yes. There would be. So, it would be June June 25th.
06:00
Speaker 2
Is it June? (16 s) June 25th. Okay. (10 s) All right. (5 s) So, if you have time, sir, you need, you may need to register this device, okay? (1 s) Just go to register.linksys.com. (2 s) All right? So, we can validate the warranty. (10 s)
06:00
Speaker 1
Okay. Okay. Yeah. All right, bear with me. [silence] Okay. Now it's still light blue. It's solid light blue. Oh, I don't know. Oh, I pressed I I didn't look what it was doing when I pressed the reset button. Is that what you're asking me? Or are you asking me if it blinked at all after I pressed it five times? I just asked you to you know, I just asked you two different things and you said, yeah. So I'm going to repeat the question. Are you are you asking me did it blink as I was pressing the reset button?
07:00
Speaker 2
All right. So right now, can you check the light if it's blinking? Is it, solid light blue. So, it didn't do, it didn't blink when you press the reset button five times. Yeah. If it, uh, if it was blinking, were you able to see it? [silence]
08:00
Speaker 1
Okay, I don't know because you didn't I wasn't looking for that. Um, so let me um, let me try it again. You want me to try it again five times? Okay. Yeah. And what's the best way to do this with my fingernail or some other method? Okay. Hold on one second. this is not the easiest thing. Um, yeah, I can't really look at the light and press the reset button at the same time. So, I'm just going to press the reset button five times.
09:00
Speaker 2
Yes. How are you? Okay. Yes, please. Can we do it again? Uh, with your, uh, with your fingernail. That'll do, sir. Okay, sure. All right. Thank you, sir. And, uh,
09:00
Speaker 1
let me press it give me time to do that I think I pressed it five times and it just is still solid blue let me let me yeah bear with me one second please
10:00
Speaker 2
right now, um, is there any changes on the light? Is it blinking, or? [silence] it's still solid blue. Okay. All right. That's fine. Can we take a photo of the settings at the bottom of that routers, sir? [silence] you should be able to see there a sticker. It has the wireless info like the network name as well as the Wi-Fi password. Yeah, so kindly take a picture of that. [silence] Sure.
10:00
Speaker 1
Okay. Um I see an internet like a a world icon, like an internet representing the internet? No, um I see an internet like a a world icon. Okay. No. Um I see an internet like a a world icon.
11:00
Speaker 2
All right. Okay, so once done sir kindly go to your computer. Is your computer a desktop or laptop? It's a desktop. Okay. And is it running on Mac? [laptop] It's Windows. Okay. [two seconds] All right. Now, on the bottom right of your computer do you see the wireless icon? [four seconds] Okay, yes. Can we click on that sir? and uh tell me if you see there the Averlite [one second] uh... setup? [one second] The name that shows up
11:00
Speaker 1
uh, no, I, uh, I do not see that, I've got, uh, I've got an opportunity to click on unidentified network_no_no internet, I've got a, uh, an opportunity to click on network and internet settings, change settings such as making Sure. uh, yes? Okay. Alright. Now I see ethernet. No, I see ethernet and ethernet 2.
12:00
Speaker 2
All right. Can we click on? Okay, let's just try to click on network and internet. [silence] Okay, under network and internet, do you see Network and Sharing Center? [silence] Okay, click on Network and Sharing Center. And then click on Change Adapter Settings. That would be on the left hand side. [silence] Okay, and do you see Wi-Fi under Network Connections? [silence]
12:00
Speaker 1
No, it's um, no, it's not. Okay. So, so help um help me um are you wanting me to plug it into my um to uh what what are you asking? Okay. So, can I do let me, let me talk. So, can I do that? Can I just unplug the um the internet cable I've got going from my modem to my computer at this, at this point? Or no?
13:00
Speaker 2
Oh, So, uh, is that computer plugged in to your LinkSys? Because it doesn't have Wi-Fi, sir. We're unable to see Wi-Fi there. If it's wireless capable, we should be able to see Wi-Fi as one of the options. Yeah, so if it exists. [silence] So we need to connect the computer to your LinkSys. router with an Ethernet cable. [silence] So you you can [silence]
13:00
Speaker 1
Okay, so I have I have, um, Ethernet uh connection from the from the PC to the modem and then um from the uh Oh, let me make sure I'm telling you the I'd bear with me two seconds here. Oh, you know, I've got this all messed up. I know what I'm doing I know what I'm doing wrong. Um, you know what? I think I uh I found the problem. I think I found the problem. Let me do this. Let me uh
14:00
Speaker 2
you have a cable plugged in from the modem to the computer or modem to the Linksys.
14:00
Speaker 1
Can you bear with me, can you hold on two seconds? So I need, I definitely need a new setup to be connected from the from the router to the computer. Is that correct? All right, all right. Yeah, yeah, yeah, that's not uh that's not nothing I've done yet.
15:00
Speaker 2
Sure. Take your time. [silence] Yes, sir. You may connect the computer to one of the numbered ports at the back of the links.
15:00
Speaker 1
Wait a minute. I've got some other accessories you want me to hold off on plugging those into the routers. I'm asking you a question, yes or no. That's okay. So, I have a couple other accessories that I typically plug into the router. Do you want me to plug . . . a printer and Uh,
16:00
Speaker 2
Okay. Oh, I'm sorry, what was it again sir?
16:00
Speaker 1
and a um, and Lutron uh, uh lighting adapter. It's a wire, it's a wired and a wireless printer, I connected uh, via wire to the uh, router via via ethernet port. to the router right now, don't, all right, all right there with me. Okay. All right? All right, now I've got uh, I've got what you're asking. Um, so what do you want me to, uh, what do you want me to go on my computer? [silence]
17:00
Speaker 2
Is it a wireless printer or it's a wired printer. Oh, okay. Yeah, um, that's all right. As long as you, uh, you can plug it in to the, uh, to the router, to the Linksys, to one of the numbered ports. Yeah, just make sure it's plugged in to the numbered ports. Okay. So, okay, again, let me verify the. [silence]
17:00
Speaker 1
Yes. Yes. Yes. Yes. Um, status is not updated.
18:00
Speaker 2
A cable connection here. So you have a cable connected from your spectrum modem to the internet port at the back of your Linksys. Is that correct? Yeah. Okay. And you you have three devices currently connected to the Linksys right now, and that is your computer, your printer, and the adapter. Okay. All right. Can we go to your computer, Sr. Marlon? And do you still have that network connection, the ethernet, um, page open? Okay. Can we right click on ethernet please and go to status?
18:00
Speaker 1
I just I have ethernet and ethernet too. Yes, it is. Internet. All right. 192 168 dot 1 dot 70 [silence]
19:00
Speaker 2
How many Ethernet do you see there? Just one. Okay, can we right click on the Ethernet two and check if you, if the status is clickable? All right. Click on Ethernet two, go to status and what is the IPV four connectivity? All right. So that means that computer has internet now. Can we click on details? Okay, what is the IPV four IP address? Thank you.
19:00
Speaker 1
IPV 4 default gateway is 192.168.1.1. Okay. All right. Just just slow down. I got it. Yes, I can. Um, sure.
20:00
Speaker 2
And what about the default gateway? Yes sir, Okay, Okay, alright, that's good. Now, please check if you're able to go online using the computer. So, just try to open a browser. [ silence ] Okay, alright. Would you like to personalize the name of your network, sir Marlon? Okay, so uh we need to access first the router settings. So on the address bar, type in hTTP:// myrouter.local
20:00
Speaker 1
Okay. Keep your Wi-Fi handy. Um, and it's basically showing a picture of uh the app on my phone on on a phone. Click on the picture of the phone. Um, okay. And then access router router password. I I did in the app. Yeah. Hold on one second. [silence]
21:00
Speaker 2
and then press enter. Now, tell me what did you get? two phones. Okay. Just click on, just click on the uh the picture. Yes, sir. Okay. Did you happen to change the router password when you tried to set it up earlier or? Okay. Can we put in that password please?
21:00
Speaker 1
[silence]Invalid router password. Yes, yes, yes.OK, now I got create a new admin password and hint.Create Yeah, I got it.OK, so let me ask you a question.So uh the one that didn't work, is that one that uh I I cannot use?
22:00
Speaker 2
OK, do you have the option to reset the router password? From that screen, do you see Reset router? OK, click on reset router password, and it will ask you for the recovery key. The recovery key can be found underneath the router. It should. Yes, that's the router password. So you may create another one. No.
22:00
Speaker 1
And so does it help me with my other devices, Internet of things to use the pre existing password that I had with my, my past router? So was that a no? I don't really understand your answer. Let me, that's all right. [silence]
23:00
Speaker 2
Yeah, because right now we're creating a new password. You may try that password. You may try using that password again. Let's check if it will accept it. Well, maybe you're referring to the Wi-Fi password so this is say router password when you get into the router settings. So this is a different password. Uh, yeah. Okay, were you able to sign in? Oh, okay. Sure, I'm signing in.
23:00
Speaker 1
Okay, I was able to create a new password and it's uh and there's a, it's uh, there's an opportunity for me to save my password within Google Passwords. Um it's asking me for a username. Um What would be my username? Okay, you don't know. All right, I'm into the Lynx's Smart wi-fi uh, uh settings.
25:00
Speaker 2
uh, I think that's for the Google uh uh setup, so you may uh cancel that one, sir. Uh you can just skip that one. Okay, so you're you're in the links to Linksys Smart Wi-Fi uh settings. Now, um try to scroll down. Please scroll down and look for that uh blue printed um letters. Just look for C A. Beside privacy policy, there's C A. Do you see that option? [silence]
25:00
Speaker 1
Privacy settings, the bottom, right. Oh, UCLA Privacy Policy. Oh, CA, yes, I do. Okay. All right. Wi-Fi settings, under router settings. Okay, got it.
26:00
Speaker 2
Bottom right. Yeah, beside it. Do you see C. All right, click on CA server. Okay, and then on the left panel, below router settings, click on wifi settings. Yes. And that is where you can change the wifi settings, including the wifi name and the wifi password. So there are three bands available. So you can change the wifi name.
26:00
Speaker 1
Okay. Okay, so I've put in new names. Okay, bear with me. Mm-hmm . Yeah, I see what you're saying. Let me do that first. [ silence ] Okay, same password and then just different, uh, different Y.
27:00
Speaker 2
of each band? You can just put in your name and then just put 2.4 at the end. Yeah. Um, you would advise you to separate the names. Okay, sure. For the Wi-Fi passwords, sir, you may use the same Wi-Fi password for each band, so you won't confuse yourself.
27:00
Speaker 1
WiFi name different WiFi name. Do you see any problem with just naming it the product name? Linksys MX4200. All right, so the WiFi name, can that be the same for all three? Okay. Mm-hmm. Yeah, okay, so it won't show up unless I have it in the name. Is that what you're saying? All right, all right. Um, gigahertz, okay. And so, um, help me on this last band, I was thinking that that was going to be 5.
28:00
Speaker 2
Yes. I suggest viewing it as a 2.4 central base. different name to see uh, 5.5p الفنية doesn't support 5 GHz. 2.4 central it could support yes, that's right.
28:00
Speaker 1
6. gigahertz but it's Oh okay on my options it says uh 5 gigahertz like squared with a two band but it really is 6 gigahertz is what you're saying why are they calling it 5 gigahertz squared or two? I don't know um there okay all right and so I've I've changed the I've updated the Wi-Fi names and I've got all the Wi-Fi passwords uh in uniform all all the same all right okay tolerable.
29:00
Speaker 2
six gigahertz, yes. That's the new wisp band. Yes, two, yes. Yeah, you may rename it a six gigahertz, sir. It is, it is the six gigahertz. Okay, yes. Yes, you may take a picture of that, sir. You'll have a copy before you click on apply.
29:00
Speaker 1
okay. your updating Wi-Fi settings and then changing it so it's basically showing me what I've changed. Oh, okay. and I'll hit yes. I want to continue applying changes. Your writer is applying changes. The action you performed may cause devices to temporarily lose connectivity. This may take a few minutes. You'll hit okay. All right. Okay. Waiting. It's working. It's working. It's completed. All right. That's completed. Okay. So you
30:00
Speaker 2
All right. So after you take a picture just click apply and okay. Yes. Hmm. Yes, just press OK. Hmm. Hmm. Yes, while waiting to save the settings, Sir Marlin, you may actually check your wireless device. Hmm. Yeah. You may check your wireless device, your phone and verify [ silence]
30:00
Speaker 1
All right, bear with me. So, Okay, got it. So I'm connecting to that. So now I need to add my password. Bear with me. Okay, so I was Uh and it is, it looks it's connected. Um Yes.
31:00
Speaker 2
If you see the network that you just set up, try to connect to it. take your time sir, no problem. okay, so are you online wirelessly? [silence]
31:00
Speaker 1
Okay. Yeah, yeah. So basically the same exercise. So it's going to ask me for my password. All right, it connected to that. So now
32:00
Speaker 2
Okay. Okay. That's good, sir. So now your Linksys router is already set up, okay? Both wired and wireless devices are able to connect. They're both online. So, would you like to check your other wireless devices, sir, while you have me on the line? Yes.
32:00
Speaker 1
Okay, it connected, using my phone it connected with all three. Um, I, you know, I think, I think that's what I needed. I really, really appreciate your help to get me going. All right. Hey, have a, have a, have a great day. All right. You too. Thank you. You too. Thank you. Bye.
33:00
Speaker 2
Okay. So is everything, okay now? Would there be anything else, sir? Yeah. you're welcome you're welcome sir you too thank you for calling link sense this is happy you have a great night. You take care, sir. Marlon. Thank you. Bye.
33:00