V2 Rubric Detail — 35cb5d02-7951-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:41
Duration
36m 18s
Contact
Marlon Moura
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
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 (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall39.6% (+3.6)

V2 Grader Summary

The agent failed to resolve the node setup, leaving the customer with a node stuck on solid purple. Technical accuracy was Not Met due to recommending the phased-out Linksys app and providing incorrect default password guidance for the MR7500. No auto-zero triggers were identified.

V1 Case Analysis

Customer setting up MR7500 as parent with three child nodes. Agent provided incorrect URL (192 9 8) and misapplied 5-press method. Two nodes joined (solid blue), one remains solid purple. Customer will retry. Recommend factory reset on unpaired node and correct web UI access via http://myrouter.local or http://192.168.1.1.

Troubleshooting Steps
  • Verified router model (MR7500) and collected serial number.
  • Explained that solid purple indicates ready for setup.
  • Attempted to guide customer to router's local web UI (incorrect URL provided).
  • Instructed customer to reset child nodes for 15 seconds.
  • Suggested the 5-press method (misapplied as pairing step).
  • Guided customer through web UI to add child nodes.
Key Observations
  • Agent provided an incorrect router access URL ('192 9 8' at [10:00]) instead of the correct http://192.168.1.1 or http://myrouter.local (per universal_password_login.md).
  • Misrepresented the 5-press method as a normal node pairing step; per universal_5press_models.md, 5-press is an escalation diagnostic, not a setup procedure for MR7500.
  • UI navigation instructions were vague and confusing (e.g., 'look for the CA letter' at [13:00]), which does not exist in the Linksys web interface (contradicts adjacent_common_wifi_questions.md and universal_password_login.md).
  • Agent did not verify after each major step whether the customer could access the correct UI or whether node status changed.
  • Call lacked a clear closure plan; the customer was left to retry on their own without a concrete next step or scheduled follow-up.
Positive Highlights
  • Correctly identified the router model (MR7500) at [02:00] and collected the serial number.
  • Explained the meaning of the solid purple LED correctly (ready for setup) at [05:00] (per universal_mesh_full_rebuild.md).
  • Collected the customer's phone number at [03:00] and confirmed warranty information was checked.
  • Attempted to guide the customer through the web UI process and offered to assist with adding additional nodes.
Agent Errors / Gaps
  • Provided an incorrect router IP address ('192 9 8' at [10:00]) — correct address is http://192.168.1.1 or http://myrouter.local (per universal_password_login.md).
  • Suggested using the 5-press method as a normal node pairing step, which is inaccurate per universal_5press_models.md — 5-press is a diagnostic escalation, not a setup method for MR7500.
  • Gave vague and confusing UI navigation instructions (e.g., 'look for the CA letter' at [13:00]), which is not a valid step in the Linksys web interface (contradicts adjacent_common_wifi_questions.md).
  • Failed to confirm that the customer could access the router UI after changing the SSID and reconnecting.
  • Did not set a definitive follow-up or escalation path despite the unresolved node.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still has a node stuck on solid purple and says 'if it doesn't get blue I’ll try the other way' — issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided customer through initial setup steps (SSID setup, admin login) and attempted node addition via web UI, but troubleshooting lacked structure and failed to resolve the core pairing issue.
R3 Partially Met Correct resolution path conf 91%
Agent attempted setup for a new device within warranty and provided some troubleshooting, but did not escalate or offer a clear path when node pairing failed repeatedly.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (node not connecting, solid purple light) and asked about light status, but did not probe deeper into configuration, firmware, or hardware causes.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used the admin web interface (192.168.1.1) to guide setup, which is appropriate, but did not verify node status or use logs to confirm pairing attempts.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect technical guidance: 1) Stated default admin password is 'admin all lower case' for an MR7500; per universal_password_login.md, MR series default is 'admin' only if unconfigured, but for newer firmware/mesh, users are forced to create one, and for many models, the WiFi password is the default. 2) Recommended downloading the Linksys app; adjacent_smart_home_iot.md explicitly states 'The Linksys app has limited support and is being phased out. For advanced settings, use the local or cloud web interface instead.'
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic call flow but had long silences, unclear transitions, and unprofessional remarks like 'I’m having a problem with this. I don’t quite understand what this is soldier'.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms and repeated instructions, but failed to confirm understanding when customer expressed confusion about node setup steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and attempted to guide setup, but repeatedly deferred to 'call us back' instead of owning resolution of the failed node.
O2 Partially Met Proactive follow-through conf 88%
Agent acknowledged the unresolved node and invited the customer to call back, but did not set a timeline or commit to follow-up action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted at the time — agent was still attempting L1 resolution on a new setup issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted — agent was actively working the issue, not avoiding it.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but showed no empathy for customer’s effort; no acknowledgment of frustration or repeated attempts.
X2 Partially Met Tone & rapport conf 87%
Agent responded to customer’s pace but did not adapt to signs of confusion or disengagement; continued with unclear instructions.
X3 Partially Met Overall experience conf 89%
Agent reduced some effort by guiding setup, but had customer perform multiple resets and navigate UI issues that could have been better managed.
Call Transcript60 turns · 64 lines
Speaker 1
Good morning. My name is Marlon and I'm just calling to double check if you guys can help me to set up my new router as a parent. Yes. Uh, from Amazon.
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is G, how can I help you today? Oh, yeah, sure, we can definitely help you with that, sure. Um, first time setting up, right? I see. Where did you purchase this device, sir? Amazon. May I have the serial number, please?
00:00
Speaker 1
[DOWNWEIGHT] Give me one second. 0 3 8 3 9 6 0 6 [ silence ] 0 2 8 9 8 33
01:00
Speaker 2
Okay, got it. Sure. Let me just check on the exact unit. okay? Just give me a couple of seconds. Okay. Yeah, it seems that this is an MR7500, sir. And um, sir, before we proceed with the troubleshooting, I'll just need to gather your information for me to create a ticket for you here first, okay? Okay. Okay. Let me start with your phone number, sir, just in case you get disconnected. I'm sorry. Uh, can you repeat
02:00
Speaker 1
one two five zero six zero two nine eight three three Yes, I like call like wake. Yeah. last week I judged I called just to make like to get some. Uh ideas of uh what project should I? should I get? It wasn't it wasn't for like a funny kind of support. Mhm? Yeah. Uh, Oh, I don't.
03:00
Speaker 2
repeat that one sure okay I was able to pull up a record here under mr. Marlon Mora right last week okay so let me just pull up your record just okay just a second okay okay I see okay so that's just an inquiry call okay yes sure who is your internet provider sure [silence]
03:00
Speaker 1
The name of the company is Hunter Communications. Hunter Communications. Uh-huh. Uh I don't think it's a new provider, but it's a new what you say like a new provider like new company? I don't know. Give me one second, I just.
04:00
Speaker 2
I'm sorry. What's the name? Hunter Communication? Is this a new provider, sir? new company, yes. Not really a new company. okay, that's okay, sir. okay. uh your link search router right now is plugged in to the modem from your provider. okay. And what's the lights sir on the top? The light indicators are on the top. what's the color? [silence]
04:00
Speaker 1
I just reset it. Give me one second. Right now, it's blue. Uhh study. Yeah. Oh, give me one second. Let me see here. Oh, like less than one minute. Now, it's blinking. Okay. it's going to be some kind of uh, I don't know. pink or purple. Yeah. okay. Give me one second.
05:00
Speaker 2
Oh, okay. Blue end. Study, flasky. What's the uh indicator? Study blue. How long did it stay study blue, sir? Oh, I see. I see. So it's booting up. So please let me know, sir, uh what's the light after a minute, okay? Thank you, sir. Purple. Yeah, pink purple. Pink purple, sir. Magenta. Yes. Uh, that means, sir, that if uh, I'm sorry, if the color in the light is steady purple or pink, that means that it's ready for setup.
05:00
Speaker 1
or the SSP lol. No, it's Porter.
06:00
Speaker 2
Okay, thank's kid, that's good. sir. Okay, so we will go ahead sir, and do the five press setup. Uh, by the way, sir before we proceed with that, may I know, do you have a computer, or maybe an iPad
06:00
Speaker 1
Do give me one second. Let me get my laptop, please. Okay. Do you prefer using my phone or my computer or laptop or what? Okay. Give me one sec. Okay. What should I do now? Uh, F 53. That's the one that I'm showing.
07:00
Speaker 2
Okay, that they can use. Okay. yes, sure. How about we set up your device using your your laptop so that we can change the name. Uh uh I will suggest sure use your computer for this. Okay. So on your computer, sir, uh go to the Wi-Fi settings. Okay, look for a Wi-Fi network links it's set up to include the Wi-Fi [ silence ]
07:00
Speaker 1
Okay. Give me one second, please. Let me get the touch ones. I just connected to the Wi-Fi. I posted this like three days ago, or four days ago. I just got it yesterday.
08:00
Speaker 2
[KEEP_UNCERTAIN] Sure. Um, while we wait for that, sir, may I know when did you purchase this? Okay, that's good, sir. Uh, sir, just for YT department, sir. I know. I see. Uh, is it around a month. Huh? Which part?
09:00
Speaker 1
It's... I think so. Yeah. All right. Thank you so much for letting me know. Mmhm. Yes. Which number?
10:00
Speaker 2
July 1st. Okay. Anyway, sir, ah, just to inform me that this unit only have a one year warranty. And if the device will be deemed defective, sir, in the case that it will, just call us back, sir, if you can provide us a copy of the receipt, please keep that so that we can have it as a proof of purchase. Okay, okay, sure. Okay, thank you. Okay. So, um, on your, since you're already connected, kindly go to a browser on your computer, and type this number, sir, on the address bar. Yes, 1 9 2 9 8
10:00
Speaker 1
one nine two okay so I got to a to a page it which is asking me to download the link sees app so what should I do then give me one second like it's loading [silence]
11:00
Speaker 2
No need for you to download the app here. Tap the picture of the phone instead. Okay? Tap the picture there of the phone. It'll route you to a new page.
11:00
Speaker 1
Okay. So, it's really for like a success without the rapid pathway. Yeah. Okay. Mm-hmm. Okay, that's the answer. Sam, do you want to go ahead? Yes, I have connected.
12:00
Speaker 2
yes by default sir that will be admin all lower case [silence] okay did it work okay that's good sir so I believe you're already on the user interface right the smart wifi tools okay can you tell me sir what's the network status
12:00
Speaker 1
Mhm. Wait a minute, say again, what should I? Yeah, I can see user, I can see user license agreement, privacy statement, attorney partnership ICA click on that link. Okay.
13:00
Speaker 2
Next thing that we will do is set up your own Wi-Fi name and password for you to have your own Wifi network. So, scroll down please, all the way to the bottom of the page. Kindly look for the CA letter sir on the bottom of the screen. That's in line with the end-user license agreement, privacy statement, third-party licenses, Oakla privacy policy. [silence] This is on the bottom sir of the screen. End user license agreement. [silence] Yes. How about C A D C C A? Okay. Yes. [silence] Okay. Let me know Sir if you're back on the page.
13:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, I'm back to the to the to the to the to the page where it shows my my network status. Mhm. OK, all right I'm going to use the same one that I that I was using before. [silence]
14:00
Speaker 2
Yeah, okay. Um, okay. That's good. Go to, um, connectivity sir, that's on the left side under router settings. Okay. and, um, go to welcome, uh, setup, or CA router setup. Okay. There you will see your, uh, your SSID, and your password. So this will be your preferred network for your devices to connect. Hmm, yeah, yes.
14:00
Speaker 1
Click apply and then... Your router is applying changes. The action you perform... Please wait until the operation is complete. Can I click OK? it's saying applying changes. Your router is applying changes. Can I click OK? [silence]
15:00
Speaker 2
set up nodes. There's a set up node button below. No, sir. You have to tap set up nodes, sir. I'm sorry, what does it say now? Sorry, sir. I wasn't able to hear that clearly. Ah, okay. Okay, yes, sir. Yes, please. Sorry for that.
15:00
Speaker 1
It's saying, "rather not found." Mm-hmm. Okay. Leave me one second. Okay. This is time of service.
16:00
Speaker 2
okay, that's okay. Sure. That's because you won't be able to connect to the Linksys name because you have changed it, which means your computer is disconnected. So go to the settings of your computer. Look for the name that you just created and connect. Okay, just take your time, no rush. Concerns Should take up around the Pinky.
16:00
Speaker 1
OK. Yes. it's a solid right now. OK should I should I click apply now or OK? you sure?
17:00
Speaker 2
okay,
17:00
Speaker 1
Okay. Okay. So I will have to use the one nine two 168 11 one right. Okay. So uh my question is since I a few notes. So I'll I would have to reset them and then connect them again right. Oh. Oh. I think right now I think right now I have like seven. Yeah. Yeah I would like to try and if you can't help move that that would be great.
18:00
Speaker 2
now yes but just in case you wanted to go back to that page uh you wanted to do some changes on your settings Wi-Fi settings, just type the same number once yes okay so any other things you want to check Mm-Hmm. yes, you have to add it as your child note how many notes do you have in total, sir? including the one the new one. seven I see um do you want to try adding the other nodes now, sir? so that you have Yes yes yes sir of course.
18:00
Speaker 1
I'm sorry, can you repeat please? Oh, give me. all of them, or how many? Yeah, I'm going to get them right now. Give me a second. So do I need to reset then, or what do I need to do? [silence]
19:00
Speaker 2
Okay, so I will ask you, sir, to gather at least three or four nodes right now. [silence] Can you get the other node sir? three or four. [silence] We can add three nodes at the same time, sir. So if you can get three for now then that will be good. Okay. [silence] Yes, sir. You have to plug in this nodes um a few uh feet above the ground. Uh. You are now in 3D. And you will be using the sticks to rotate the node. [silence] Yes, sir.
19:00
Speaker 1
Okay, give me one second. I'm getting all the trees right now. And uh... One.
20:00
Speaker 2
away from the parents, sir. Less than a meter away. OK.
20:00
Speaker 1
[silence] Hello. So I have three here with me right now near to the router. Yeah, I'm just waiting for the one to get yeah, those yeah, those are like already plugged in. [silence]
21:00
Speaker 2
yes hello sir okay that's good and is it already plugged in OK so please the
21:00
Speaker 1
OK. Um, huh. [silence]
22:00
Speaker 2
uh press and hold the red reset button sir for 15 seconds or until the light on the top turns off and back to solid blue my god john
22:00
Speaker 1
Hello. Yes. Yes. Now the light is kind of, kind of, purple, kind of blue. Well, two are blue and one is purple. Let's get, I used to be moving all the time. Oh, give me a second. Give me a second. I think I didn't close the page. Do you see it? Yes. Hmm.
24:00
Speaker 2
Yes, hello. [silence] Okay, how's it? How's it sure? What's the light on the top? [silence] Purple. [silence] Okay, that's good. So, are you still able to go back to the latest page? 192168. [silence] Okay. On the page we have earlier sir, which is the C, which is the bellop setup or C router setup. [silence] Is it still have
24:00
Speaker 1
Yes. Okay. Go to the develop set up as well as I don't know. Okay. Okay. Uh, all my hmm. Give me one second.
25:00
Speaker 2
Okay, that's good. um, kindly go back to, uh conductivity search and, um, you will have an option to add wireless child node.kay dave, set up, uh uh, add wireless. Okay, so you will know, sure, if the nodes will respond, because the light on the top of, of this node will blink, um, red or purple. Are you referring to the child, sir? Child nodes? Okay. Yes. Yes, sir. It will go through a boot up process. We'll take two to three minutes or two to two to three minutes or to have a blue light up. Uh-huh. Yes. Actually, sir, yes, there is another way, which is five press. Uh, wherein what you need to do is just to press and release the reset button five times on the parent. But I will not, uh, suggest that since you're using like a heavy
25:00
Speaker 1
All right. Okay. One. Mm-hmm. Mm-hmm. No, no, no that I'm doing this one, I'll, I'll keep doing this one. Hello. Okay. Yeah. So, I was like, why, which, they are like, setting up the, the new network. Can I go and get the other ones? All right, thank you. I'll be back. [silence] See you guys [silence]
27:00
Speaker 2
I'm having a problem with this. I don't quite understand what this is soldier. Maybe connect it. Yes, it'll be alright. What's the point of having multiple nodes anyway sir? Once you pretend three minutes to breathe them and correct Can't connect or correct them please. Wait.
27:00
Speaker 1
Hello. Okay. Yes, all three. All right, no, two of them are like solid blue. I think the other one is coming. Can I, can I just disconnect the ones that are blue right now? I guess you can do that. Yeah, thank you.
29:00
Speaker 2
[silence] Yes, hello, sure. Yes, you can do that, dear, so that we can plug in other nodes.
29:00
Speaker 1
For some reason, the third one is not getting blue. It's like purple. Yeah. A solid purple.
30:00
Speaker 2
okay. [silence] uh purple. solid purple that means sure that this is not uh connected yet or
30:00
Speaker 1
Yeah, they are all together. Like, like, I would say like, less than one meter from the from the from the wrong I'm sorry. I see. Okay. Just give me one second. Thank you.
31:00
Speaker 2
So, yeah, we could do the same thing. Sure, if the- it turns solid purple then you can move it a bit closer. Same location where the other nodes were- okay. I see. Okay, so yeah, let's just do the add the child node again using wires, wire- Oops. Okay, let's go ahead and test mode. uh, usually sir, it will just take two minutes. Uh, longest is five minutes. Mm-Hmm. I'm sorry, what's the light sir, blinking red? Oh, okay. Yeah, that's uh still booting up sir.
31:00
Speaker 1
Okay two of them are good just waiting for the last one and then I have two more okay give me a second two of them two of them are solid blue and I'm just waiting for the for the last one
34:00
Speaker 2
All right. now just let me know shared father knows, Tara, solid bee okay, that we can double check
34:00
Speaker 1
i'm still waiting for the last one to get blue and I have two more that I need to that I need to connect but I can do that myself okay I just think that you should all right so I appreciate your help thank you so much I hope you have a good day I'm okay I I think we're good to go if it doesn't get blue I'll try the other way
35:00
Speaker 2
I'm sorry we still have, how many nodes not working as year? Uh-huh, okay. Okay, yes, sir. Anyways, just in case you need help, you can call us back or you can just visit our website or our YouTube channel. We do have that step on how you can add your child node on that method. Okay, you're welcome here. I will, sir. Thank you. Do you need any assistance for that last node or are we good to go? Okay.
35:00
Speaker 1
well alright thank you, you too bye bye thanks [silence]
36:00
Speaker 2
Yes. Yes, sir. Anyways, you can call us back just in case till this node is not working. Will not work or will not be added. You're welcome, sir. Have a good day. Please stay safe. Bye bye, sir.
36:00