V2 Rubric Detail — 2e264836-73d0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:35
Duration
20m 30s
Contact
Sophia
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135170
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall53.7% (-6.3)

V2 Grader Summary

While the customer eventually achieved a working connection, the agent provided materially incorrect technical guidance by instructing a '5-press reset' instead of the documented hold-and-release method. This critical inaccuracy, combined with a lack of empathy and failure to verify the specific router model, justifies the auto-zero based on technical failure. The customer's issue was resolved through self-correction despite the agent's incorrect instructions.

V1 Case Analysis

Customer unable to connect to Wi-Fi after node reset. Guided through 5-press reset method and app setup. Created new SSID 'Linksys Atlas 6' and password. Internet confirmed working. No model/serial collected.

Troubleshooting Steps
  • Instructed factory reset by holding reset button until light turns off (incorrect for mesh nodes).
  • Guided customer through 5-press reset method (correct for Velop mesh).
  • Assisted with Wi-Fi network creation via Linksys app using default credentials.
  • Confirmed internet connectivity post-setup.
Key Observations
  • Agent provided conflicting reset instructions: first 'hold until light off' (incorrect), then 5-press method (correct), causing customer confusion.
  • Failed to collect model number, serial number, or warranty status despite multiple opportunities and initial script requirement.
  • No empathy or frustration acknowledgment; customer expressed dissatisfaction at [17:00] but agent did not respond.
  • Successfully used correct 5-press method for mesh node reset after initial misstep.
  • Confirmed resolution by verifying internet connectivity.
Positive Highlights
  • Correctly identified and applied the 5-press reset method for a mesh node after initial misstep ([07:00]).
  • Successfully guided customer through app-based setup to create a new SSID and password.
  • Confirmed internet connectivity and operational success of the network ([18:00]).
  • Clearly explained the distinction between Wi-Fi password and router admin password ([13:00]).
Agent Errors / Gaps
  • Provided incorrect factory reset instruction: told customer to 'press and hold the reset button until the light will turn off' ([04:00]), which is not the correct method for Velop mesh nodes (per universal_factory_reset.md).
  • Gave conflicting reset procedures, first advising a long hold, then switching to 5-press without acknowledging the contradiction.
  • Repeatedly asked for email address without confirming capture or explaining why it was needed ([08:00]).
  • Failed to collect product model number and serial number, which are required for proper support protocol.
  • Did not verify if the device had a Pair button before recommending 5-press method (though context suggests it did not).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms 'It is working now.' and agent verifies network is working.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided reset and setup but skipped confirming router model or ISP context; troubleshooting was reactive rather than diagnostic.
R3 Partially Met Correct resolution path conf 82%
Agent defaulted to factory reset without verifying if device was ISP-provisioned (e.g., SPNMX42) or standard consumer model — a critical omission affecting resolution path appropriateness.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Agent identified symptoms (password mismatch, solid blue light) but did not ask key diagnostic questions (e.g., router model, ISP, prior configuration) before recommending reset.
T2 Not Met Appropriate tools / resources used conf 95%
Agent instructed 'Press the reset button five times' as a method to initiate setup/reset. Per universal_factory_reset.md, factory reset requires holding the button for 10-20 seconds. The '5-press' method is for pairing, not resetting, and is invalid for several model families.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect technical guidance by instructing the customer to 'Press the reset button five times' to facilitate setup/reset. This contradicts the authoritative procedure in universal_factory_reset.md, which mandates holding the button until the light turns off.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to set expectations, had multiple long silences, and gave abrupt instructions without clear transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but introduced confusion with vague color terms ('hot pink') and did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and followed through until customer confirmed resolution.
O2 Met Proactive follow-through conf 94%
Agent confirmed resolution, explained next steps (using new credentials), and closed appropriately with no pending actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent never acknowledged customer frustration ('This is ridiculous'), apologized, or expressed empathy; tone remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s disorganized narrative or emotional state; repeated email request unnecessarily despite customer already providing it.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by guiding setup, but caused extra effort by asking for email twice and giving incorrect reset instructions initially.
Call Transcript30 turns · 36 lines
Speaker 1
Okay, so I'm having problems setting up this Node with the current Wi-Fi modem. Um, I don't know why, because it's. [silence]
00:00
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.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support is available. 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 Joy. How can I help you today?
00:00
Speaker 1
It's saying that it the the the color is blue it's solid but then it's saying that it can't find the network. I had this I thought I had this set up once. Well that's the problem. So here let me actually get back to the original problem. I got it all set up. And I'm trying to figure out how. Okay. I was joining the network. We got the password in but it wasn't joining it wasn't joining it. The password said it was completely different than the one that was actually on the Wi-Fi network. We set up a different password like like it asked us to and it's not the same it's not the same password. Red that you see under the settings. Does that make sense? Yeah. 5.0 D. as in dog 1.0 M. as in Mike 2.4 C. as in Charlie 0.3845. Xfinity. Have I what? [silence]
01:00
Speaker 2
Text me have the serial number of your link Isis device Please and and who is your Internet Service Provider? Have you tried to check the settings of your router to double check what is exactly your password? Have you tried to check
02:00
Speaker 1
No. Nope, the only thing that's connected right now is this new Linksys system. Solid blue. Well, we we try to use the Linksys app to reset it, but it's that would be the easy
03:00
Speaker 2
Do you have like other devices that are already connected to your router? Okay. And right now it's solid blue. [silence] Okay, you can reset that one to factory default settings and then set it up again so that you can use its default name and password and if you wanted to change it, you can use our links up to change it.
03:00
Speaker 1
This is a mesh. Wi-Fi system, right? This is ridiculous. Okay. It's still blue. I, I reset, I hit the reset button. It was red. Now it's still blue. Solid blue. On the, on, on Lenovo's app, go ahead. It's blinking red right now. [silence] It was red. Now it's still blue. [silence] Solid blue.
04:00
Speaker 2
We can no longer set up anode using the Linksys app, but you can still use it to manage your network. So, you need to set up an a different method. Let me check. Yes, sir. Um for you to factory reset the router you just have to press and hold the reset button until the light will turn off then release. Thank you. [silence] Keep it steady.
04:00
Speaker 1
just, do I just, do I let go? [silence] okay. [silence] Okay. Okay. I pushed and held. the reset button. The light goes off. Now, now it's blinking blue. I'm still holding the reset button. [silence] So, it's a short press on the reset button. Is that what you're saying? The light is the [silence] No, the light is blinking blue.
05:00
Speaker 2
Is it? Did the light went off? Hmm. Then you just have to wait. Um, you can let go. mhm. Yeah. If the light will turn off, you can let go then you wait for the router to reboot and let me know if the light will turn solid purple or hot pink. Okay, it's still booting.
05:00
Speaker 1
Still what? [silence] Oh, gotcha. I can't even I don't even just have one, just one little node. I can't even get to any of the system. I can't even get to the point where I could change the Wi-Fi password on the link app. It won't let me do that. I'm doing this for my mom's neighbor. So, it's it's Sofie A, Sophia is it? Really? Have I not know that? [silence]
06:00
Speaker 2
the router is still booting up how many linksys nodes do you have in total for this system just one okay we will use a different method yeah we will use a different method to set it up and then we will use the linksys app to change your name and the password um by the way may I have your first and last name please
06:00
Speaker 1
Sophia. sorry. the. OK. 2,000. 3,000. 4,000. 5,000. OK. Now it's doing all this weird colors. It's blinking kind of like a whiteish. [silence].
07:00
Speaker 2
Okay. so. to set it up easily, just Press the reset button five times. one press every second. Mhm. Yes. one press every second. Mhm. That's all. that means. It's trying. to do the setup process. It will take. two to three minutes. Then let it. It will turn to solid blue.
07:00
Speaker 1
Okay. Your email address again? Greek boy one five five five at yahoo.com. Yeah, Greek boy one five five five at yahoo.com. Yeah I'm gonna know all your passwords, Sophia. I don't care. Problem is, as soon as I walk out that door, I'm gonna forget it. Okay, it's a solid blue.
08:00
Speaker 2
Um, may I have also the email address, please? One five five five at Yahoo.com. OK. OK. OK. OK. OK. OK. So, since- uh, I guess you reset the- your router. Mhm.
08:00
Speaker 1
it's it's a solid blue now. Yep, got it. There's no password, it just, uh, it just automatically connected. Sure, just a second. Mm. Does it look like it? [silence]
09:00
Speaker 2
okay, so on your phone, Panly go to your Wi-Fi settings and look for the network name well, up setup, or the default name of that router. Okay. And use the password that's at the bottom of the router, uh, or security key, okay? I see. Try to check first if the internet is now working before we proceed on changing the name and password.
09:00
Speaker 1
Oh, yeah, it is. Internet's working. You have it out of the router or a mesh Wi-Fi system to your account. Let's fix that. What do you want to do? Add an existing router, log out? Yeah. It says, okay, there's agree. Connect the router to your modem. Okay, it's connected. Plug in all the nodes. Got that. Make sure everything is finished starting up. Node light is solid. Yes it is. [ silence ]
10:00
Speaker 2
okay, and then try to open your links app. then let me know what you can see on the screen. can you log out first? can you log out?
10:00
Speaker 1
checking the internet, it's connected, name your Wi-Fi, um, what'd we say your wife, well, what'd we say, oh, linked_it_s. Um, what'd we, say, your wife, what we were going to name it, I, you got my phone. Oh, it's on there. Oh, on under the notes. Yeah. Okay. Oh, yeah, yeah, yeah, yeah, yeah. Okay. So, I'm just going to name this uh Linksys Atlas 6. Yeah, Atlas six. and then Wi-Fi password. Is that if you can't and extend it? Is it the existing Wi-Fi password or are we making Well, didn't disconnect or. No, I didn't. Are you there? So we could just use the Wi-Fi password that's on the bottom of the [silence] I'm just going to do that. [silence] Okay. So just give me a second here. [silence]
11:00
Speaker 2
Um, yeah, you're, you're talking to me. Okay, um, yep, it's up to you, sir, if you wanted to change the original password, or you want to make a new one. Yes, sir. You can still use that one if you don't want to change it. Okay.
12:00
Speaker 1
OK. Next... I use the, I use the, the, the password on the bottom of the router. Now, it's talking about our privacy pledge. Next. It's asking me to log in. Uh, just skip it. OK. Create your router password. I thought I just did. OK, so the router password... can I use the same password as the one?
13:00
Speaker 2
We can no longer log in using email and password. Yeah. So, that's another different password. So, the first one is the Wi-Fi password. You will use that one to connect your devices and for the router password, you will use that one every time you log in to the Linksys app. So that would be like your admin password for the router settings. If it will accept it, but the router password has some recommended characters that you must follow. Yeah, like it must be ten characters with uppercase and lower case, a number and special character and no repeating characters. [silence]
13:00
Speaker 1
Oh, can't have the same. It's going to have to be a question mark and an exclamation point, because I can't repeat. I can't repeat the letters. Let's do exclamation point I can't have two. Two the same. Okay. Um, so it's going to be a question mark and an exclamation point. Okay. It's not accepting it. Password can't have the same character twice in a row. Oh, eee. Greek. So, how about this? Um, bear with me man, I'm almost done. okay. it says configuring my network, the Wi-Fi network. [silence] I probably should just called these people to be young. Would have saved us about 45 minutes. Well, I get it. Yeah, it's all right. Okay, it's blinking like a purplish, purplish blue. Configuring your Wi-Fi network. It's almost done. Did she have to reroute it or something? We had reset it. We're basically start over. Linksys Atlas 6 created. Now, let's connect your new Wi-Fi. All right, let me take a picture of this. [silence] Go... I did. I took a picture of it. I learned the hard way. All right. Let's connect to your new Wi-Fi. Go to your phone setting app and select the new Wi-Fi. Link right there it is. All right, the password. All right, it shows it's connected. So uh... [silence]
15:00
Speaker 2
So you can take note of the password that you created. Okay, that's good. So your network is now working.
18:00
Speaker 1
It is working now. Okay. Oh, that's where I was at. Yeah. Please wait. Looking for your child nodes. I don't have a child nodes. I can't. Yeah, I can't. It's it's they're literally looking for it. It's it's the next screen popped up. It says your network, and it's showing a picture of a node, and it says router. And then the options are options are next or add more nodes. Help us help you automatically send air reports. Okay, we can do that. Okay.
19:00
Speaker 2
yep and then you can just go back to the app to manage your network You don't have any Yeah, you don't have any child, so just skip that part or just continue. That's all right. Hmmm. Just click next.
19:00
Speaker 1
[silence]
20:00
Speaker 2
All right, so you can now use your net, your router is now set up. Okay. You're welcome, sir. You're welcome. Have a good day. You're welcome. Bye. [silence]
20:00