V2 Rubric Detail — 3480605e-795c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:00
Duration
24m 48s
Contact
Marlon Moura
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135991
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child nodes
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall49.2% (-6.8)

V2 Grader Summary

While the agent successfully paired the nodes using the 5-press method for the MR7500, they provided materially incorrect technical information by claiming a solid red LED means 'ready to be set up' (it actually means no internet). Additionally, the agent failed to perform basic WAN/Internet diagnostics and ignored the significance of the yellow LED (weak signal) observed by the customer.

V1 Case Analysis

Customer reported two extenders showing blinking red/purple LEDs on an MR7500 router. Agent guided through reset and 5-press pairing method. Both nodes now show solid blue, indicating they are online. No internet connectivity verification was performed. Agent provided incorrect technical guidance regarding LED meanings and app functionality.

Troubleshooting Steps
  • Instructed customer to hold the reset button on both extenders until the LEDs turned off (factory reset).
  • Guided customer through the 5-press pairing method on the parent MR7500 router.
  • Advised customer to check the Wi-Fi list for Velop setup networks and use the default admin password (admin).
  • Mentioned the recovery key on the router label as a fallback for login issues.
Key Observations
  • Agent did not collect product serial number or verify warranty status (protocol miss).
  • Incorrectly stated that solid red LED means 'ready to be set up' — KB states solid red means 'no internet connection' (led_intelligent_mesh_consumer.md).
  • Falsely claimed the Linksys app is non-functional on all routers — the app remains supported for MR7500 and other Intelligent Mesh models.
  • Did not verify internet connectivity after node pairing, leaving the resolution unconfirmed.
  • Mischaracterized the 5-press method as a 'reset' — KB states it is a pairing/escalation method that does not erase settings (universal_5press_models.md).
  • Communication was fragmented, with filler words and repeated instructions lacking clear step-by-step pacing.
Positive Highlights
  • Correctly used the 5-press pairing method, which is supported on MR7500 per universal_5press_models.md.
  • Successfully guided the customer to reset both extenders and pair them to the mesh network (nodes now show solid blue).
  • Provided the correct default admin password (admin) and mentioned the recovery key on the router label as a fallback.
Agent Errors / Gaps
  • Did not collect product serial number or verify warranty status (protocol miss).
  • Provided materially incorrect LED interpretation: claimed solid red means 'ready to be set up' (actual meaning: no internet connection).
  • Falsely stated the Linksys app is non-functional on all routers — this contradicts KB guidance and is a materially misleading statement.
  • Failed to verify WAN/internet status after node pairing — no confirmation of actual connectivity or resolution.
  • Incorrectly described the 5-press method as a 'reset' — it is a pairing/escalation method that does not erase settings (universal_5press_models.md).
  • Gave vague, repetitive instructions without clear step-by-step structure or outcome validation.
  • Did not confirm customer's access to web UI or app before proceeding with procedures.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms both nodes are solid blue and says they are connected; agent acknowledges the color means they are online.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped foundational troubleshooting: never verified parent router internet status, WAN connection, or modem health; jumped straight to resets without isolating the issue.
R3 Partially Met Correct resolution path conf 80%
Agent used 5-press method correctly for MR7500 (Intelligent Mesh), but failed to confirm if the parent node had internet first — a critical step before node pairing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified LED symptoms but did not ask diagnostic questions about internet connectivity, modem status, or prior configuration; assumed reset was needed without root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied solely on physical resets and 5-press without using basic tools: did not direct customer to check router dashboard at 192.168.1.1 or myrouter.local to verify WAN status or network topology.
T3 Not Met No misinformation conf 100%
Agent stated solid red means 'ready to be set up' [07:00] — this is materially incorrect. Per led_intelligent_mesh_consumer.md, solid red means 'No internet connection'. Ready for setup is solid purple.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained basic control but had long silences, unclear transitions, and failed to set expectations at start; call flow was reactive, not guided.
C2 Partially Met Confirmed understanding conf 65%
Agent used understandable language but repeated instructions without confirmation; did not adapt to customer’s confusion about app login or LED meanings.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on resolution.
O2 Partially Met Proactive follow-through conf 75%
Agent confirmed nodes were online but did not clarify that yellow LED on a child node indicates weak signal — a known issue requiring repositioning (Path A in led_intelligent_mesh_consumer.md).
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 60%
Agent was polite but did not acknowledge customer frustration or repeated effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 65%
Agent responded to questions but did not adjust pace or tone; customer expressed confusion about app and LED colors, which were not fully resolved.
X3 Not Met Overall experience conf 85%
Agent required customer to perform multiple resets and rechecks; could have directed to web UI for faster diagnosis but did not, increasing customer effort.
Call Transcript43 turns · 45 lines
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. While waiting, you may also visit support_linksys.com for more information about your product. Thank you. [silence] Thank you for calling Jesus. This is me. How can I help you? I'm good. Thank you for asking. Hope you do. Um, I was able to pull up a record here, under Marlon Mora. Is this your account? Okay. You called for initial setup, and that was just today. Are you still calling for the same reason? Okay. What's the light indicator on top? Okay. They're all plugged in, right beside to the main node? The parent, the MR 7500. This solid red uh
00:00
Speaker 1
So here's what I recorded so far. I'm sorry. Can you repeat, please? [silence] [silence]
02:00
Speaker 2
And blinking red extender. Is it within five feet? Ah sure. Your links is extenders that are not working. Is it plug in nearby the main router? Okay. So for the blinking red node, kindly press and hold the reset button for that. Keep holding it until the light on top turn off. Let go after.
02:00
Speaker 1
I don't know what's happened to this one, the one that is blinking.
03:00
Speaker 2
Okay. Okay. Uh huh. Um. No, light at all. Try to switch it off and on. What happens to the main node now? Is it still steady blue? And that's the one plugged in straight to the modem, right?
03:00
Speaker 1
[silence]
04:00
Speaker 2
No, it is now. Is it now also having a red light or is that flashing?
04:00
Speaker 1
Now, I'm turning red right now and the other one is still blinking in red. Yes, the one that I pressed the reset button and turned off and on is still blinking in red. But I did that for like 30 seconds. Oh, let me see. Okay, give me one second. I'm trying. For how long should I press?
05:00
Speaker 2
Okay. Is that the one that you pressed the reset button or not? Okay. That means it was not successfully reset. You have to press and hold again the reset button and let go only when there's no light anymore that you can see. Just press and hold it and let go when there is no light anymore, when it's already off.
05:00
Speaker 1
Should I hold the reset button? Yeah, the thing is it's not going off for some reason. Yeah. Okay, I can try that. Give me a second. [silence] Okay, okay. Should I do the same thing to the other one? Yeah. [silence] Okay.
06:00
Speaker 2
until the light on top goes off. Let's go after. When you grab a sharp pointed object to press the reset button. It seems like the reset button is not that's okay. Already. So, you're now connected to, I mean, this childhood that you reset. Is it blinking? Blue?
06:00
Speaker 1
well now it's for now it's like a solid blue now it's blinking blue now it's kid kind of a blue and green or something like that two mm-hmm the other one is blinking red [silence] okay give me a second [silence]
07:00
Speaker 2
now mm-hmm okay that's fine already it will blink later on and will switch to solid red which means it's ready to be set up um there's a three extenders right now Marlon that are offline three or two two only okay so the one that you just reset is till under process turning to solid red and the other child no is do the same thing can you press and hold it still using sharp pointed object uh-huh okay press and hold it still uh-huh yeah uh-huh so when it's ready the indicator to turn solid red and the light will turn solid red meaning it is now ready to be set up do you have any questions I have no questions
07:00
Speaker 1
Okay. One is purple and the other one is kind of a blinking blue.
08:00
Speaker 2
All right. Is it study green, I mean, study purple for both now? [silence]
08:00
Speaker 1
Okay. Okay, now it's now both of them are purple. Say again, please. Yeah, yeah, I'm connected to Wi-Fi. Okay, give me a second. Wi-Fi settings. [silence]
09:00
Speaker 2
Okay, please check the Wi-Fi list first. Just to make sure...if you can see Velop setup names on the Wi-Fi list. Check your Wi-Fi connection. I mean Wi-Fi list, like if you can see... but other networks, can you see... [silence]
09:00
Speaker 1
I see F LA setups F4 F44. B.11. Hello. For the on the internet settings, you like the the Wi-Fi settings you mean. Hello. Are you talking about the Wi-Fi settings? [silence] Okay, so. [silence] Yeah, I can see the the all the all the the the network.
10:00
Speaker 2
Hey. How is it? Can you two both names available? Uh-huh. The Wi-Fi settings so you can see all the Wi-Fi available. Your Wi-Fi, your neighbor's Wi-Fi.
10:00
Speaker 1
No, both are purple. Okay, you can get one of my own. Mm-hmm. Wait a minute, say again. Press which button? Five times. Okay, I did five times.
11:00
Speaker 2
Okay, so your right now both are already staying red, right? Okay, good. The go to the main node one that is working fine, Marlowe. You have to press its reset button five times. Quick five press. The reset button. Is or Press it, go Press it, go. Press it, go. They.
11:00
Speaker 1
[silence] Hello. Well, it is still purple and not doing anything like a solid purple. I'm trying to set then up to the to the directs from the from the rail ride website I'm using the 192 till 168.1.1 Yeah, but didn't but I I did press the the reset button five times and it didn't work.
12:00
Speaker 2
No need to access that one, Marlon. We're going to do a shortcut way, which is the easiest way to add this extender. They're both purple, right? Fatty purple. [silence] Try to do it one more time. Put a little pressure to press with the gad.
14:00
Speaker 1
Okay, give me one second, please. That's so weird. Now it's blinking, uh, red. Is that right? Now one of them is solid blue. I think the other one is gonna get solid blue as well, but now it's . Now both of them.
15:00
Speaker 2
that's supposed to blink, actually. If you did five press resets on the main node, all nearby nodes within five feet will pair, as long as it's on setup mode. So both are blinking red right now.
15:00
Speaker 1
Red. I think the one that turned blue is gonna turn blue again. Yeah, let me see. uh uh uh uh Mm-hmm. Come on.
16:00
Speaker 2
Okay, so, we'll wait for the other one, because the whole process will take three minutes before extender will have a, will do that.
16:00
Speaker 1
Yeah, it's too. Now it's changing. Yes. Now it's getting blue. Now it's getting red, blue. solid blue. Blue and green. Blue and green. Now it's solid blue. Okay. Oh, now it's yellow.
17:00
Speaker 2
still flashing. Okay through blue.
17:00
Speaker 1
Is that right? I've never seen that yellow color before. Yeah. Do I need to do anything or just wait? The other one is a solid, it's not a solid blue.
18:00
Speaker 2
[silence] It's study yellow so far. Actually it's beyond already. Is it still flashing the other one or it is now solid, the other extenders [silence] And I will.
18:00
Speaker 1
oh yellow okay and i have another question i'm sorry what's your name again may okay may uh when i go to the to the link cities app uh i don't see any of my device not i don't see the router i don't see the nodes i don't [silence] see the gateway [silence]
19:00
Speaker 2
[silence] [silence] all right. Uh, is there a way for you to check if these child nodes are already connected? Do you have like a web browser there? Or are you pull up? If there's none. Um, since this yellow node is showing a weak signal even though it's still right beside the main node, just switch it off and then switch it back on. We'll just wait for three minutes max, then after, to see if it will light up blue. May, like the month May.
19:00
Speaker 1
see anything, and there are and the the app keeps saying, like, we found the network. We'd like to connect to the network. [silence] Okay, but what what is the router password? Because I tried the password that's on the bottom of the the router and it didn't work. [silence] Okay. [silence] Okay. [silence] See, I tried [silence]
20:00
Speaker 2
Okay. Regarding the Linksys app, Marlon, if the previous technician haven't inform you yet about this, it's no longer working on all our routers, all Linksys routers. You can only log into the app using a router password, no longer the account. Ensure that the router it's admin, all small letters, a, d, m, i, n, by default. But if someone changes it, then that updated password will be accepted.
20:00
Speaker 1
I tried to use Admin and that doesn't work. Rade password. Yeah, A D M I N. Admin NC. Yes. I Yes. The main router?
21:00
Speaker 2
A, D, M, I, N password for, ah, router password. Um, are you the one who set up this main router? Okay. A, D, M, I, N. That should really work. Um, there's a reset option there, actually. You can have it reset instead. So then, moving forward, you will know what your password is for the, uh, router. So, there's recovery key there. I mean, there's a reset option. Can you see it? Tap that and...
21:00
Speaker 1
the account holder will be notified if this router password is changed, okay container, okay now I'm gonna use my password
22:00
Speaker 2
On the app, like if it's asking for router password, there is a reset option below. If you tap the reset option, it will only ask for the recovery key, which the recovery key is on the sticker underneath your main router. [silence]
22:00
Speaker 1
Okay, give me one second, please. Okay, so now. Okay. So now both, both of them are like, I'll call it blue. It means they are connected, I guess. The Navy, that's the color.
23:00
Speaker 2
Indeed, that's the color. So, it did work by rebooting the
23:00
Speaker 1
Yeah. All right. Thank you so much. I appreciate for your help. There's no I don't. Thank you.
24:00
Speaker 2
extender area that is having a yellow light. So um, yep, that's it Marlon, that's actually the easiest way to add extenders, even if it's more than five as long as it's within five feet from the router then that will connect by doing five breath reset on the main out. All right? You're welcome, you don't have any other concerns? That's it only. I see. Okay. You take care then Marlon, enjoy the rest of your day. You're welcome. Bye for now. Bye-bye.
24:00