V2 Rubric Detail — 32c03512-805c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 14:48
Duration
13m 25s
Contact
207-409-8776
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137288
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical4.38/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.71/5
Overall60.6% (+4.6)

V2 Grader Summary

The agent correctly applied the 5-press reset to resolve a mesh node sync issue on an MX2000, a technically accurate step per KB. However, they failed to diagnose or address the underlying intermittent disconnects, provide next steps, or demonstrate empathy, resulting in a partial resolution with ownership and customer experience gaps. No critical failures (abandonment, discourtesy, etc.) occurred to trigger auto-zero.

V1 Case Analysis

Customer with MX2000 mesh system experiencing intermittent Wi-Fi disconnects. Performed 5-press reset on parent node; child node remained flashing red. No further troubleshooting or resolution achieved.

Troubleshooting Steps
  • Confirmed parent and child node placement (same room)
  • Performed 5-press reset on parent node
  • Observed child node flashing red after reset
Key Observations
  • Agent correctly used the 5-press method on the MX2000, which is supported per KB (universal_5press_models.md).
  • Agent did not verify the child node's status or perform follow-up steps after the 5-press reset.
  • No assessment of WAN/internet connectivity or firmware version was performed.
  • Call lacked clear next steps, escalation, or follow-up plan.
Positive Highlights
  • Correctly identified the MX2000 model and used the appropriate 5-press reset method.
  • Confirmed node placement and proximity, which aligns with mesh setup best practices.
Agent Errors / Gaps
  • Skipped verification of child node status and internet connectivity before and after the 5-press reset.
  • Failed to perform basic mesh troubleshooting steps such as restarting both nodes or checking firmware versions (per universal_mesh_node_management.md).
  • Did not provide a clear resolution path, escalation, or follow-up plan.
  • Collected personal information (full phone number, email) without clear need for the troubleshooting step.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The 5-press reset resolved the immediate mesh sync issue (parent node turned blue), but the root cause of intermittent disconnects remained unidentified and unresolved.
R2 Met Diagnostic thoroughness conf 95%
The agent performed a documented, logical troubleshooting step (5-press reset) appropriate for MX2000 mesh sync issues, which produced visible improvement (parent node synced).
R3 Partially Met Correct resolution path conf 90%
The agent applied an appropriate troubleshooting step for the model/symptoms but failed to continue diagnostics (e.g., web UI checks) or provide a clear path forward for the unresolved intermittent disconnects.
Technical Accuracy
T1 Met Technically accurate info conf 90%
The agent identified the symptom (child node not syncing, flashing red) and applied a targeted diagnostic (5-press reset) that resolved the immediate sync issue, demonstrating logical troubleshooting.
T2 Partially Met Appropriate tools / resources used conf 85%
The agent correctly used the 5-press method (valid for MX2000), but omitted appropriate next steps like accessing http://myrouter.local to check logs, firmware, or connection status.
T3 Met No misinformation conf 99%
The instruction to press the reset button five times on an MX2000 is technically accurate per Linksys KB (universal_5press_models.md lists MX2000 as 5-press compatible).
Communication
C1 Partially Met Clear & professional language conf 85%
The agent guided the customer through the 5-press step but failed to set expectations, summarize the outcome, or manage transitions (e.g., no framing at start, abrupt end with 'we cannot confirm where the issue is coming from').
C2 Partially Met Confirmed understanding conf 80%
The agent used simple, repeatable instructions for the 5-press step which the customer followed successfully, but employed unclear phrasing (e.g., 'purple lights') and did not consistently confirm understanding of the overall process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
The agent initiated and executed a valid troubleshooting step that improved system state, but relinquished ownership by stating 'we cannot confirm where the issue is coming from' without offering further support, escalation, or commitment to resolution.
O2 Partially Met Proactive follow-through conf 75%
The agent did not establish specific next steps, timelines, or follow-up commitments, though the customer observed a temporary resolution ('seems to be working'). No formal callback or follow-up was promised.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed, and after a successful sync fix, the intermittent disconnect issue did not clearly meet escalation triggers (e.g., hardware fault, repeated failure, management request).
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
The agent offered no empathy, acknowledgment of frustration, or recognition of repeated effort despite the customer expressing ongoing issues with intermittent disconnects.
X2 Partially Met Tone & rapport conf 80%
The agent adjusted to the customer's pace by repeating instructions for the 5-press step, and the customer successfully completed it, indicating some engagement and adaptation.
X3 Not Met Overall experience conf 90%
The customer had to repeat personal information (name, email) multiple times, and the agent did not streamline the process or avoid unnecessary repetition, creating avoidable friction.
Call Transcript14 turns · 17 lines
Speaker 1
Support from spectrum. Hello. I'm trying to get my Wi-Fi working, but it's not working. Uh, spectrum.
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. Okay. Uh, hello. Sir. Hi, Sir. Thank you so much for calling Linksys. How can I help you today? Mhm. Who is your internet provider, Sir? Very true. I see. Um, what is the model number of your Linksys?
00:00
Speaker 1
it is MX 2000. two. uh say that again. yes. uh it's purple. it is in front of me they are both purple. the in the same room uh no uh should I separate them?
01:00
Speaker 2
AMACS 2000. How many links does nodes you have here? Two. Okay. So a parent and a child, right? So, yes, you have a parent and a child. Okay. Account for your, top of your powering parents' nodes here? Purple, okay. And the child accounts, where is it right now, sir? Okay, how far, sir? The child node? Same room. Um, is it like, more than a meter away? More than?
01:00
Speaker 1
Yes Oh. Now. I should I should put them close together. Okay. They are close together right now. I have them together. They they Yes. They Yes. It's a computer, a laptop, right. Okay. It's[silence]
02:00
Speaker 2
you should get them close together, sir. yes. i'm sorry, sir. okay. uh, with with purple lights, right? okay. so for this troubleshooting, right now do you have a computer or maybe a laptop that we i'm sorry the uh laptop or ipad that we can use. you have what is that iver? yes.
02:00
Speaker 1
Spectrum. Spectrum. It's a 207 409 876. Jaffet Morenzy. Jaffet Morenzy. It's a J. [silence]
03:00
Speaker 2
Who is your internet provider again, sir? Spectrum, okay, so, sir, before we proceed with the troubleshooting, please allow me to create a ticket for you here first. Uh, let me start with your full number, sir, just in case you get disconnected. Okay, how about your first and last name, sir? I'm sorry? Jeff Seth. Can you spell that one for me, please?
03:00
Speaker 1
A P H E T MoranziD M M U M N R with M U R one at gmail.com. Yes.
04:00
Speaker 2
okay, and more and and okay, and how about your email address? [silence] edu.edu.com. So right now, so you do have a light purple light on the top of your nodes and there are those are right next to your parent's node, right? Okay, so underneath the device.
04:00
Speaker 1
OK. I see it. Alright. Five times is safe. OK. Now it's red. No. [silence]
05:00
Speaker 2
Okay. So can you do this one here? Press and release the reset button of the parent node five times. Not too fast, not too slow. Yes. Okay. Flashing red, sir, or just steady red?
05:00
Speaker 1
Okay, now it's has turned to blue. But the child is flashing red. All right. Seems to be working. So why is it been disconnecting intermittently? All right. I mean, now it's looks like it's all connected. So the question is, why it's been disconnecting? [silence]
08:00
Speaker 2
Right now sure we cannot confirm where is the issue coming from because you already you already did the troubleshooting.
11:00