V2 Rubric Detail — 2ba3b4f4-8087-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:55
Duration
36m 57s
Contact
580-330-2607
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137328
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to reconfigure the system
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 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
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall10.4% (-11.6)

V2 Grader Summary

The issue remained unresolved with the main node showing solid red lights and the customer unable to connect. The agent provided technically inaccurate guidance by treating the 5-press method as a factory reset/setup process (per KB), failed to conduct proper diagnostics, and lacked call control, empathy, and ownership. While some troubleshooting steps were attempted, critical gaps in resolution, technical accuracy, and customer experience prevented success.

V1 Case Analysis

Customer reset three mesh nodes after ISP change; cannot access admin UI. Agent incorrectly advised 5-press reset and claimed Linksys app is discontinued. Nodes remain solid red. No resolution achieved.

Troubleshooting Steps
  • Advised 5-press reset on main node
  • Instructed reset of child nodes
  • Directed power-cycling of modem
  • Asked customer to connect to default Wi-Fi network
Key Observations
  • Agent never collected or verified the router model, making all guidance potentially incorrect.
  • Incorrectly stated the Linksys app is discontinued for all routers, contradicting KB documentation.
  • Repeatedly advised 5-press reset as a setup/reset procedure, but this is an escalation tool that does not erase settings or initiate setup.
  • Failed to guide customer to access router via http://192.168.1.1 or http://myrouter.local, a fundamental step in post-reset setup.
  • Did not recognize that solid red LED indicates WAN/internet failure, requiring ISP configuration, not repeated resets.
  • No next step, escalation, or self-help resource provided despite complete failure to resolve.
Positive Highlights
  • Agent remained on the line and attempted to guide the customer through multiple steps.
  • Attempted to verify physical connections and LED states, showing some diagnostic effort.
Agent Errors / Gaps
  • Failed to collect product model number, a critical protocol breach for any troubleshooting call.
  • Provided factually incorrect information: claimed the Linksys app is discontinued for all routers (contradicts universal_app_transition_notice.md).
  • Misrepresented the 5-press method as a setup/reset procedure; per universal_5press_models.md, it is an escalation tool that does not erase settings or initiate setup.
  • Did not guide customer to access router via local web browser (192.168.1.1 or myrouter.local), a fundamental step in post-reset setup.
  • Repeated troubleshooting loops (resets, power cycles) without validating outcomes or adjusting approach.
  • Failed to recognize that solid red LED indicates WAN/internet failure, requiring ISP login or configuration, not hardware resets.
  • Did not provide any next step, escalation, or self-help resource despite complete failure to resolve.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with solid red lights and states the main node is not ready; no successful setup was achieved ('Okay, I've got three solid red... the main one is a solid red. But I can't even find the main one to connect to').
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about light status and instructed power-cycling the modem and performing a 5-press reset on the main node, but did not verify admin login, ISP configuration, or guide through web-based setup ('We already stopped or the cloud server is no longer active right now... You can only log into it using the router password').
R3 Partially Met Correct resolution path conf 80%
Agent conducted troubleshooting attempts (power-cycling, resets) but failed to confirm the device model before applying the 5-press method, though did not dismiss the customer ('it depends what's the status of the extenders... press and hold the reset button on the main node').
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent jumped straight to the 5-press reset method without identifying the router model or asking diagnostic questions about ISP/WAN connection or prior configuration ('What's the light status on top of your Linksys? Is it purple... press the Reset button five times in order for you to set it up again').
T2 Not Applicable Appropriate tools / resources used conf 95%
No remote session, log retrieval, or other tooling was mentioned or used; agent explicitly stated they had no remote access ('We don't have any remote access from our end').
T3 Not Met No misinformation conf 100%
Agent conflated the 5-press method with a factory reset, stating 'the five press reset, and the rest of the node should also flash' as a setup process, which contradicts KB guidance that the 5-press method is NOT a factory reset and is for diagnostic escalation only.
Communication
C1 Not Met Clear & professional language conf 85%
Call contained long silences, abrupt/unannounced holds, no agenda setting, and unclear transitions; agent never framed the interaction or summarized next steps ('[silence] [silence] [silence]' throughout the call).
C2 Not Met Confirmed understanding conf 80%
Agent used technical jargon ('5-press reset', 'pink light', 'Veloop setup') without checking understanding, adapting language, or confirming comprehension ('How do I do that just go to link this... manage your Wi-Fi or set up a new Wi-Fi network? Which one?').
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent did not take ownership of the unresolved issue; no follow-up promise, commitment, or personal accountability was expressed ('Only thing you can do is try to restart yerselves instead').
O2 Not Met Proactive follow-through conf 85%
No concrete next-step timeline or success criteria provided; instructions were vague ('let me know once you’re done resetting'... 'Try to do a boot up sequence by unplugging the modem for a minute').
O3 Not Applicable Closure confirmation conf 95%
This appears to be the first contact with no prior case history referenced; agent treated it as a new issue ('The account here that I was able to pull up by the way is under the name of Tim Tim Bradford').
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was clearly warranted based on the information provided; issue remained within L1 scope despite complexity.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent never expressed empathy, acknowledged frustration, or recognized repeated customer effort; tone remained purely procedural ('Welcome to Linksys support... Please have your serial number ready').
X2 Not Met Tone & rapport conf 80%
Agent failed to adapt communication style, pace, or tone to customer confusion; continued issuing instructions despite repeated misunderstandings ('Am I waiting for this to change from pink to a different color... It does have a red light on it').
X3 Not Met Overall experience conf 85%
Customer had to repeat information, perform multiple resets, and describe light states multiple times without clear guidance, increasing effort ('I've got a solid red, a blinking red, and a solid blue... It went red. Dang it... Should I give it more time or?').
Call Transcript46 turns · 54 lines
Speaker 1
Yes, ma'am. I've reset my routers so that I could connect a new internet provider to them, but now I can't get into that system to even set up the new internet provider. Right. After I reset my routers, do you hear a
00:00
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. [silence] Thank you. Thank you for calling Linksys. This is May. How can I help you? Mhm. Okay. You mean to say, uh, you don't have internet right now?
00:00
Speaker 1
I haven't been able to get back in to the Linksys. Um yes, And what color should I be seeing? Okay hold on for one second. Now do I need to do that to all three of my things? Alright. Will you see if your Linksys will pull anything up now? We've got the right. Is it
01:00
Speaker 2
What's the light status on top of your Linksys? Is it [purple, TM? Okay. All you need to do TM is to press the Reset button five times in order for you to set it up again. Just press [release. Press release the Reset button five times. Blue after 3 minutes solid blue. Because after you press it five times, it just on the main one, just on the main node. period."
01:00
Speaker 1
is it setup or set up to what stage I am okay set up a new Wi-Fi network correct yeah I'm on the app oh okay so how do I do that just go to link this okay I closed the app okay
02:00
Speaker 2
have any remote access from our end. No need to use the app to set up your Linksys. No need to use the Linksys app because we already stopped or the cloud server is no longer active right now. We already removed it to all our routers. Therefore, the app will not going to work. You can only log into it using the router password. Just close the app for now. You need to connect your phone first to your Wi-Fi. Wi-Fi.
02:00
Speaker 1
Yes. Um, quick question. Which one is the main one? Cause I see C, F, T, D, O, O, and D. 2 8. Okay. All right, D, oh, okay. Tammy, what's your password? What is that? Yeah. Oh, yeah, the sticker. Okay, yeah. That's right. Y, C, Q, D, Z, M, W, 5. [silence]
03:00
Speaker 2
The account here that I was able to pull up by the way is under the name of Tim Tim Bradford. Check underneath your node. That's how you can identify which is which. Wi-Fi password is the one on the sticker underneath, your link says.
03:00
Speaker 1
O.K. O.K. I'm connected. Now what? O.K. I'm on the app. manage your Wi-Fi or set up a new Wi-Fi network? Which one? O.K. Tammy, can I type in your email address and your password for Linksys if you know it?
04:00
Speaker 2
Open that what's the message there on the have one manage manage You need it will no longer work
04:00
Speaker 1
So I do have the modem, I do have the internet directly connected to a modem, but it's not the modem that I'm setting by. And the one I've been using. So do I need to start over using the other modems information? So they all have to be set in here plugged in? Okay, so we have to move them back to the back over there because we can't. We've got the other one. Oh, okay. We don't know if this is picked up any thing anyway. Do I need to push those buttons like five times again? Well, I unplugged them and moved them.
07:00
Speaker 2
you already did that. Only thing you can do is try to restart yerselves instead.
09:00
Speaker 1
It does have a red light on it. it be connecting to the one that's directly connected into the network or can I connect to one of these others? Mm. All three are, uh, one of them's blue, the other two are doing a slow red blink. Yeah, I've got all three of them plugged in, so. I've got a solid red, a solid, or a solid red, a slow flashing blue and a red flashing red.
10:00
Speaker 2
It should be always the main. What's the light indicator of the main node now? [silence] And for those two that are on setup mode as well, it should be plug in right beside it now [silence] within 5 feet. And the light status on top of the extender is, is it all flashing?
11:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 2
The main node remains red. Try to do a boot up sequence by unplugging the modem for a minute at least and turning it back on.
12:00
Speaker 1
Um, giving me an option for the new one? Or for the one that's directly connected in here? So you want me to unplug it, plug it back in. Okay. I'm gonna take a picture of this password and I'll
13:00
Speaker 2
Okay, just the modem only and wait for the modem to reboot before you turn on the languages.
13:00
Speaker 1
[silence] I have the problem. [silence] Going in. [silence] and all that. [silence] I'm going to grab my phone. [silence] Okay. [silence] I have a solid red, a blinking red, and a solid blue. But the blue One that I want to connect to is the solid blue. It's also not showing up. oh, it went red. Dang it. I guess it's just not ready. Okay, I've got three solid red. Should I give it more time or? The main note is solid red and so are the other two. If it's close,
14:00
Speaker 2
I need to keep in mind
16:00
Speaker 1
Well, what I was going ask is that main node, the one that's directly connected to our network, it's not the one that I hit the button on five times when we first started. So do I need to start the process over with that one instead, where I hit the button five times? The other two one's flame read, one's blinking red and the one, the main one is a solid red. But I can't even find the main one to connect to.
17:00
Speaker 2
it depends what's the status of the extenders okay reset both extenders by pressing and holding the reset button until the light goes off for each of the child nodes.
18:00
Speaker 1
OK. To a point where it has zero light. [silence] One's a solid red and one's a... OK, now they're both at blue. And then my main one is blinking red.
19:00
Speaker 2
Let me know once you're done resetting both of yours.
19:00
Speaker 1
Yes, it is. No, because it's not even showing up to connect to. It's not, only the other one I connected to, but the other one is not. [silence]
21:00
Speaker 2
Are you connected to its default Wi-Fi right now? Yep. The main one only. It has. Just look for it. It's gonna be veloop setup.
21:00
Speaker 1
The other one's not the one that, um, is connected to the network. I've got the D28 and I've got the D-O-O, but what I need is the CFC. It's solid red. Solid red on the name, pink on the other two. Do what? No, I didn't do any of that. Yeah, that's what I'm doing. And it's not.
22:00
Speaker 2
So what's your network name then?[silence] But the light there is already blue, right? I mean on the main node. is are you able to change the name?[silence] Were you able to update the SSID or [silence] Okay, so just check the sticker underneath what uh what's the last three characters and check if that's showing up on your phone Wi-Fi settings.[silence] Only two blue setup names you can see I in the list [silence] Other than that, can you see another Wi-Fi name? [silence] None is for your own Wi-Fi. [silence] That's weird because your router is not [silence] purple color in fact [silence] it's red, it should broadcast its Wi-Fi. [silence]
22:00
Speaker 1
Yeah, but I did it on an extender before and I haven't done it on the main one. Yes, I did reset them afterwards. Can you see what color those lights are up here?
24:00
Speaker 2
No need for the extenders because that can be only applied on the main node only the five press method. Extenders were reset, that's why they're showing a pink light, which you have to do it on the main node, too, since the Wi-Fi name is not broadcast. So, press and hold the reset button on the main node. Then keep holding it until the light goes off. Let's go.
24:00
Speaker 1
nothing. What color? Okay, perfect. I was asking her cuz I'm up high and I can't see it. Okay, now it's showing blue. Pink or purple and this one's showing. Is this pink or purple now too? Oh, it's showing blue. Thank you, blue.
25:00
Speaker 2
We don't have any remote access so we can see it. Okay. The other two nodes which are pink or purple they're just right beside the main node right? [silence]
25:00
Speaker 1
Got it. Can you hand me my phone? I had to take a picture of the password. OK, congrats. Oh finally gonna let me connect here. Do I need to do it? Okay. Okay. One, two, three, four, five.
26:00
Speaker 2
Okay, I believe the main node now is set up, mode. You can do the five press reset now on the on the main node. Yeah, that's the setup process actually, the five press reset, and the rest of the node should also flash.
27:00
Speaker 1
[silence] Okay, am I waiting for this to change from pink to a different color, or can I carry on? [silence] On the main one. [silence] Pink. [silence] Oh, no. [silence] I just did it on the main node. Okay. [silence] 1, [silence] 2, [silence] 3, [silence] 4, [silence] 5. [silence] That change keeps happening.
28:00
Speaker 2
What's the light status on the main one? OK, yeah, do the five press reset on the main node only. I think you need a sharp pointed object, deep, because it's not changing any colors. Oh, try to do it again. Each press, put a little [silence]
28:00
Speaker 1
okay. okay. okay. now it's, doing it. What color am I waiting on?
29:00
Speaker 2
blue light actually but maybe it will end up having a red light again.
29:00
Speaker 1
Okay. It is. I've got a blue solid light. Now go to the link. Okay. Router disconnected. [silence]
30:00
Speaker 2
Okay, connect to the default Wi-Fi settings, Wi-Fi. [silence]
30:00
Speaker 1
Yes, I saw. Yes, I was able to connect to it. Now I'm on the app about to put in that password. [silence]
31:00
Speaker 2
can you see the Wi-Fi now broadcasting? The child node, set nearby is it flashing red now?
31:00
Speaker 1
I've got one red one blue. No, they just both went red. And the main one's flashing. It is plugged in on the one that says internet on the... Yeah. I got it on that one. So it is on the one that says internet here. No, it says ethernet. Hold on. It was plugged into the internet. was it the right one? it was plugged into the right one. Now let me check this little doodad. [silence]
34:00
Speaker 2
These are the Ethernet cable check in port on the Internet by the power. Okay.
34:00
Speaker 1
So as far as I know, they're both. I know that I'm plugged in correctly on the router. Might have to call in about the internet. Yes. Yes, I am.
35:00
Speaker 2
Yeah, because the node will just keep on flashing red if it's connected to a wrong port. [silence] You mean to say it's still connected to the internet port and the other end to the modem? [silence] On your modem. We have here your net underscore protocol still disconnected.
35:00