V2 Rubric Detail — 268d7044-749e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:10
Duration
21m 35s
Contact
Charles Zaborsky
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135347
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 (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.25/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.0% (+3.0)

V2 Grader Summary

The agent achieved a successful resolution (R1 Met) as the customer confirmed internet access and Facebook loading. However, technical accuracy was compromised: the agent failed to identify the router model (T1 Not Met) and provided materially incorrect guidance by instructing a '5-press' pairing sequence as a factory reset (T3 Not Met), contradicting KB procedures. While ownership and follow-through were strong (O1, O2 Met), communication and customer experience suffered from unclear instructions and lack of comprehension checks.

V1 Case Analysis

Customer set up used Linksys router; default Wi-Fi not visible. Agent incorrectly instructed 5-press reset (mesh-only method). Internet restored post-reset, but guidance was inaccurate. Model number not collected.

Troubleshooting Steps
  • Confirmed out-of-warranty status using serial number.
  • Instructed customer to connect to default Wi-Fi SSID from label.
  • Guided through power cycle and incorrect 5-press reset procedure.
  • Asked customer to verify internet connectivity by opening a web page.
Key Observations
  • Agent never obtained the router model number, a critical protocol failure that prevented accurate troubleshooting.
  • Provided materially incorrect technical advice: 5-press reset is only for mesh nodes (WHW/MX/MR series), not standard routers ([15:00]).
  • No support URL or KB article was referenced, depriving the customer of self-help resources.
  • Customer regained internet access, but likely due to power cycle effect, not correct procedure.
Positive Highlights
  • Confirmed warranty status using the serial number provided by the customer.
  • Collected customer email for case documentation.
  • Eventually led to a state where internet connectivity was restored and confirmed by the customer.
Agent Errors / Gaps
  • Failed to collect the product model number, violating core support protocol.
  • Provided a 5-press reset instruction ([15:00]), which is only applicable to mesh nodes (per universal_mesh_node_management.md) and not standard routers.
  • Did not reference or direct customer to any KB article or support resource.
  • Gave unclear and fragmented instructions, contributing to customer confusion.
  • Assumed reset procedure without confirming device type or topology.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working and successfully accesses Facebook by the end of the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed customer to check WAN connection and observe LED status, but skipped model verification and applied a generic 5-press reset without confirming it was appropriate for the device.
R3 Partially Met Correct resolution path conf 88%
Agent pursued troubleshooting despite out-of-warranty status, but used an unsupported method (5-press) without verifying device compatibility, reducing effectiveness.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the router model (despite asking for it) and jumped to a 5-press reset without confirming the root cause or verifying if the device was a mesh node or standalone router.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent relied on observable symptoms (LED status, Wi-Fi visibility) and basic reset procedures appropriate for initial setup failure.
T3 Not Met No misinformation conf 98%
Agent instructed a '5-press reset' (press, release 5 times). According to universal_mesh_node_management.md and universal_factory_reset.md, the 5-press method is for pairing child nodes, not for factory resetting a router. A factory reset requires holding the button for 10-20 seconds. Providing a pairing method as a reset is a material technical error.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained control enough to guide through reset steps, but lacked clear framing, used excessive filler ('um', 'uh'), and had unexplained silences.
C2 Partially Met Confirmed understanding conf 83%
Used simple instructions for reset and Wi-Fi connection, but did not confirm understanding after key steps and used inconsistent terminology (e.g., 'press five times' vs. 'reset button').
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and followed through from initial contact to resolution.
O2 Met Proactive follow-through conf 94%
Resolution was achieved during the call with no pending actions or follow-up required.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as the issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted as the issue was resolved in-band.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and solution-focused; customer did not express anger and ultimately expressed satisfaction.
X2 Partially Met Tone & rapport conf 82%
Agent adapted to customer’s pace by pausing and waiting, but used repetitive and unclear phrasing (e.g., 'press five times') without confirming comprehension.
X3 Partially Met Overall experience conf 84%
Customer had to repeat serial number and struggled with unclear reset instructions, but agent avoided unnecessary holds and eventually resolved the issue.
Call Transcript28 turns · 33 lines
Speaker 2
Open to cancer 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 dot linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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
Hi Charm, my name is Charles Zaworski. I'm calling because I got one of these links, internet things, thinking that I could use it to boost my internet and I don't know how to set it up. I didn't know if you might be able to help me.
02:00
Speaker 2
Hello, thank you for calling Lenox's technical support. This is charm. How can assist you with today? All right. So is is, is
02:00
Speaker 1
It is just the first time setting it up. Yeah, um, the, oh, where is it at? The serial number, there's that, I'm looking for the I got the Mac address, I got the serial number and the I got the name, the password, I got the serial number, yeah, it is 29 V11 M2 A A1 2O26.
03:00
Speaker 2
is it your first time setting it up ma'am or is it working before? I see get notice let me assist you with this concern um before you proceed can you provide the model number and the serial number of this linksys router? uh yeah can you provide the serial number?
03:00
Speaker 1
[KEEP_UNCERTAIN] Uh, Um, a couple weeks ago, maybe. Yeah, about a couple weeks ago. I do not. I bought it from someone on the marketplace. Is it on, um, T mobile? Mm-hmm. [silence] Zero Tech Mobile.
04:00
Speaker 2
Got it. OK, let me, let me double check. OK, and when did you purchase this device, Medify? All right, and do you still have the receipt of this one? I should get it. All right. And can you tell me, um, who is your Internet service provider? All right, cause based on the record that I have here with this um, Blinksys router that you have, it is already out of warranty and is now officially over.
04:00
Speaker 1
it's blinking red right now but I can I can hook the I can hook the ethernet up to it and it goes all right so that's hooked into it okay it's blue yeah yes oh wait a minute wait a minute wait a minute on the internet port um yeah yeah it is it's solid red
05:00
Speaker 2
Yes. Yes, it should be plug in on the internet port. Yes, where there is yellow label at the back of the Linksys router. Okay. all right so now its so let's wait for a minute or two ma'am and let's check if the lights status will change mm-hmm
05:00
Speaker 1
Is it supposed to turn like green or something because it's blue right now. Yeah, it's solid blue. Searching device. e. searching for ... activating, activating CD. Connect to Wi-Fi. Channel for activation, connect CD. Oh, I did it for ... No, that was my [silence]
07:00
Speaker 2
It should be solid blue ma'am. Alright, kindly, uh one moment here. Okay. Um, do you have, um, any device ma'am like a lot of a computer, um, an iPad or a cell phone? So that we can use. Alright, um, kindly connect your, um, device ma'am to the default wifi name of this router. Um, the default wifi name and password is printed under the router. It's on the sticker or on the product label. Yes, find linkless name on available networks.
07:00
Speaker 1
and it's called the name of it is link set up. All right. link set up. Uh, it's not on here. Yeah, it's not, it's not coming up. Anywhere. Hmm, wait, something else popped up. No. Hmm. I don't know. No. But it's solid blue. Let me see if my phone. Nope. Yeah, I'll check my phone.
08:00
Speaker 2
Yes. Select them all. All right. Did you click available networks or other networks? All right, so it's not showing. All right, so no link says, yeah. Can you check your phone? eleven and twelve here shoot BuilderLink says all right so one moment here Because this row should be plugged in to the modem. It should not be unplugged. [silence]
08:00
Speaker 1
Okay. [silence] Okay. [silence] So that we hold it for a [silence] release a [silence] so one, two, three, four, five. [silence] It's blinking red. [silence] Okay. it's off and I just released it.
11:00
Speaker 2
Let's wait for about two to three minutes, until it's done starting up.
12:00
Speaker 1
Oh man, that's fair now. Sorry. [silence] Uh-oh, what happened? [silence] It is blinking blue? [silence]
13:00
Speaker 2
um ok can you tell me what the light status of the router right now? it's all blinking, ok let's wait for a minute or two.
13:00
Speaker 1
Prepare and be. Perspicacious. Is all the way. Perspicacious. Tree. It's solid red.
14:00
Speaker 2
All right. Can you tell me now, what's the light status? [ silence ]
14:00
Speaker 1
Okay. Yep, it's right there. Link sees setup. Not too fast, that's slow. Okay. Five times. One. Two. Three. Four. Five. Okay.
15:00
Speaker 2
Alright, [silence] um uh, here. [silence] Alright, can we go to [silence] uh I mean, can we go back to your phone and see if you can find a default Wi-Fi name of this router? Like the Ringus name. Alright. Oh, it's now it's now showing. So here's the next thing you need to do. [silence] Kindly press the reset button but this time you need to press it five times. Like press, release [silence] press, release for five times. Not too fast and not too slow. Yes. [silence] Alright.
15:00
Speaker 1
it's, blinking red. Yeah, give me, give me one second, please. See, it just came off again. Hmm. Hmm. Oh. Okay, no problem, no problem. And then, this is just going to boost the signal. Okay.
16:00
Speaker 2
And what's the light status? [silence] All right. And while we uh let's wait for about two to three minutes. And while waiting, can you please provide your email address also and your phone number for me to create a quick record for you? [silence] Okay, no problem. Yes, it's still restarting when you press the uh reset button five times. [silence] It will pop up again or show up again. All right. [silence] Yes. It will lose your signal. [silence] Okay, so yeah, can you please power um, uh-huh.
16:00
Speaker 1
like reference?
18:00
Speaker 2
Uhm for me to create a record? Yes. A reference in case you will contact us back, then you have a record. All right. Yes. So Zero Tech, can they provide? Mhm. Got it. And your email, um the same email, truckstrans@gmail.com. This does not provide text.
18:00
Speaker 1
and J and our W Wade W W Wade Y1T Y1T. I'm connected. Okay, we're good. That it's on there? Um, I hit it let me see. Um,
20:00
Speaker 2
All right, it's connected and can you check or open any application just to confirm that the internet is working? Yeah, so the internet is working.
20:00
Speaker 1
Let me see if there's a... There's that. There's that. Yep. I'm going to... I'll go to Facebook. How about that? Yep, it pulled up right away. Nope, that's it. Thank you. Have a great day. Thank you. Bye-bye. [silence]
21:00