V2 Rubric Detail — 38475646-6342-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 13:59
Duration
32m 39s
Contact
Peggy Sabine
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132573
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The agent correctly applied the 5-press reset, verified cable placement in the yellow-labeled internet port, and guided a full power-cycle, resulting in solid blue light and confirmed internet access via YouTube test. Issue was fully resolved without escalation, with appropriate empathy and ownership demonstrated throughout the call.

V1 Case Analysis

Customer unable to get internet after initial router setup; guided through correct WAN cable connection, reset, and power‑cycle; internet confirmed working; ticket logged and registration offered.

Troubleshooting Steps
  • Confirmed serial number and password from label.
  • Advised to press reset button five times (5‑press method).
  • Guided customer to plug Ethernet cable into the router's yellow‑labeled Internet port.
  • Instructed to power‑cycle modem first, then router, and wait for LEDs to stabilize.
  • Verified internet connectivity by having the customer open YouTube.
Key Observations
  • Agent failed to identify the router model despite customer mentioning 'Linksys set up 217' at [01:00], a clear protocol miss.
  • 5-press reset instruction at [07:00] is not universally valid and may not apply to this device, representing a significant accuracy risk.
  • Agent did not confirm whether the modem had internet before troubleshooting, relying only on LED interpretation.
  • Repeated confusion about cable placement and LED states led to inefficient troubleshooting loops.
  • Despite technical missteps, the agent ultimately resolved the issue by guiding correct WAN connection and power cycle, confirmed via YouTube test at [25:00].
Positive Highlights
  • Successfully identified and corrected incorrect WAN cable connection at [14:00], which was the root cause.
  • Correctly instructed power cycle sequence: modem first, then router, with 20-second wait at [19:00].
  • Confirmed resolution with real-world test (YouTube) at [25:00], ensuring functional internet.
  • Created ticket LTS00132573 and offered product registration, demonstrating proper case management.
  • Maintained patient and supportive tone with elderly customer, showing empathy at [03:00] and throughout.
Agent Errors / Gaps
  • Failed to collect or confirm product model number despite customer mentioning 'Linksys set up 217' at [01:00].
  • Provided 5-press reset instruction without verifying device compatibility, which is not standard for all models and contradicts KB for non-mesh routers.
  • Did not confirm upstream internet from ISP or modem status before troubleshooting router.
  • Allowed repeated cable swapping and LED confusion without regaining control of troubleshooting flow.
  • Long silences and lack of clear step validation contributed to inefficient call structure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed internet connectivity after solid blue light appeared and customer successfully accessed YouTube.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through checking cable connections, correct port placement (yellow-labeled internet port), 5-press reset, and full power-cycle of modem and router.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate troubleshooting path for a new in-warranty device; resolved setup issue without unnecessary escalation or RMA, then offered product registration.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified key symptoms (no internet, solid red light), asked targeted questions about cable placement and modem status, and followed logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 85%
Used correct KB-backed procedures (5-press reset, power-cycle, port verification); no additional tools required for this physical setup issue.
T3 Met No misinformation conf 85%
All technical instructions aligned with documentation: 5-press method for WHW/MX series, internet port = yellow label, solid blue = ready state.
Communication
C1 Met Clear & professional language conf 85%
Maintained control throughout call, gave clear instructions, set expectations for wait times, and managed transitions smoothly.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated steps, and adapted to 70-year-old customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on case from start to finish, did not transfer, offered to register product, and provided ticket number for future reference.
O2 Met Proactive follow-through conf 80%
Clearly communicated next steps: confirmed resolution, offered registration, and provided ticket number; no further follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1 with standard setup troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Expressed appreciation for patience, used courteous language, and remained composed despite customer frustration and confusion.
X2 Met Tone & rapport conf 85%
Matched customer’s slower pace, repeated instructions, and checked comprehension, maintaining engagement throughout.
X3 Met Overall experience conf 85%
Avoided unnecessary repetition, minimized customer effort by guiding step-by-step, and provided ticket number to streamline future contacts.
Call Transcript55 turns · 60 lines
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 linksys.com. Please have your device's serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. For out-of-warranty product, support option may be available depending on the issue. [music] Hello, thanks for calling Lyxus technical support. This is Trum. How can I assist you today?
00:00
Speaker 1
A new Linksys, and I haven't registered yet, but I will register. I just, I don't know if I can do that with you. I have the Linksys set up 2-17 uh and I'm trying to find the serial number. I know I have to give you that and I'm looking at the back underneath it. Is that where it would be? Which one is it? It's on the what? On the speaker? Okay. Okay. I've got the serial number, um password. I've got the password. I have recovery key, MAC address, and serial number.
01:00
Speaker 2
yes, yes that's me, it's on the sticker, it's on the sticker, sticker, men, sticker.
01:00
Speaker 1
and I think this is the serial number, 33C10M 29B055, yeah, 5506. Okay, good. Yes. Well, I'm trying and so I'm calling for technical support because I'm trying. Yeah, so a key and so what I've done, so my problem is I don't know what the password is because it's brand new. And um, so all right, I'm going to keep you on line, but I'm going to go and look uh, where I am here. All right, hide the keypad. All right, I keep that.
02:00
Speaker 2
I'm also all right five five oh so you got it and this is the first time you set up this new router that you have correct all right all right.
02:00
Speaker 1
all right so when I go to my um uh where did I start I'm going thank you for your patience you're dealing with a 70 year old woman um let me see where's my links here it is so it says loading the setup experience complete setup okay so I hit that and it says set up Wi-Fi it says name look under your modem take note of the Wi-Fi name and password and that's where I don't know what we're to look so look under my okay so um so I have to so it says go next it says go to Settings and to tap on the settings icon so I think it's so so I'm going to Wi-Fi
03:00
Speaker 2
Mm-hmm. And the one that you read earlier.
03:00
Speaker 1
All right, close your note notes network. Okay. Choose your notes network. I'm not sure how to do that. Okay. Return to the app limit. Choose my notes network. So I'm going to my settings. I guess that's what I should do first. Right? Is that right? Okay. Hang in there. So I'm going to settings. And when I go to Wi-Fi, it says link set up 217. Okay. And so I hit on that one. It tells me the private Wi-Fi address is fixed. It gives me a Wi-Fi address. So I want to join this network. So the password. Okay, this is what I want to find. So that's on the bottom of my router.
04:00
Speaker 2
Yes. All right. Mm-hmm. Router, yes.
04:00
Speaker 1
it's on the bottom. I have a Mac address, I have a password. Okay. I think I have got it. What I, um, which is right under the name, right? It's in French password. Okay. Okay. I'm going to put this in. S T X U T. Okay. S T X U T double I N double I N double I double M double M. And let's hit this and see if this works. Okay. I'm gonna turn this back on. Let's see. Okay, it clicked on. It clicked on. So alright. Now, I had had a blue [silence] All right, that's. This is, we're getting somewhere, which is great. Oh, it says no internet connection set up, though. Okay, maybe I'm pressing in things. It says no internet connection. Hmm. Okay, so the light status is blinking. I took the black adapter, the cord that comes with it. And so, both are blinking. Do I not have it on yellow and red on my, yeah, yellow. Inside the router, there's a purple light. Oh, and front.
05:00
Speaker 2
Um is it blinking red or blinking? Um, yeah. Um, how about in front of the router, man? I'm in front. [silence] Um, is it blinking red or blinking? Um, yeah. Um, how about in front of the router, man? I'm in front. [silence]
06:00
Speaker 1
it's purple yeah it's purple yeah okay then reset press the five times the red button okay one oh that's hard press two three four five okay could it be something else was I supposed to I didn't quite
07:00
Speaker 2
All right, so it's all in purple. All right, so, ma'am, kindly press the reset button five times, like press release, press release for five times not too fast and not too slow. yes please. Yes. All right. And let's wait then for about three to five minutes until it's done starting up and the light status should change to solid blue after.
07:00
Speaker 1
I changed I had like one of these blue ether cords and use the black cord that came with the device. Sure. Right yellow on each, but I took the old one off thinking I'm supposed to put this one on. Is that right? It's a big blue. yeah. six. Yes. Okay, so that's supposed to be my cord for that, for the, for the internet. Okay. Yeah, it's still blinking. Okay. Okay. my internet service provider is spectrum. Mhm. Yeah. Let's see.
08:00
Speaker 2
Uh-huh. I'm guessing you plugged it in on the internet port where there is a yellow label? Yes. Yes. And also make no them who is your internet service provider? Spectrum.
08:00
Speaker 1
It's still blinking. Okay, other cable. Okay. Okay. Now the front of my thing is red. It went from purple to red. Yeah. Let me just double check. I can try another, I can try that blue one and see if that works better. Yeah, let me try that. I'm going to take this one and[music]
09:00
Speaker 2
yes, now, let's give it about three to five minutes. Alright, so it's red. Have you tried to check the ethernet cable ma'am, if it's properly plugged in from the modem to your Lynx's router where there is a yellow label at the back? Okay. I guess you can try it. You can try it.
09:00
Speaker 1
now, and see if the other one works. blue. It went to blue on the front. No blue, red. Get this, I wonder if it... I see it. Now it's red. I'm just kind of looking at the back, seeing why... I'm gonna take, I'm going to undo this. Excuse me. I don't understand what I'm doing. I mean, I did everything the way it was supposed to be done. And Okay. Just no, excuse me. Yeah.
10:00
Speaker 2
Mm-hmm. Oh, that's right. Mm-hmm. Right, so did you plug in the cable, ma'am? [silence]
11:00
Speaker 1
Yeah, cable saw. Good question. I did do that. Yeah. Yeah, that's going in the, it went into the, what does it say there? One, 12 volt site. Yeah. It's plugged in, the core that came with the plug is plugged into the 112 volt on the back of the Linksys. It says one, one, two, three, four, five, six, seven, eight, nine, 10.
12:00
Speaker 2
So they're thinking again. How about the cable, not a plugin on the yellow port.
12:00
Speaker 1
Nope. Nope, they're both in the yellow port. I have a cable put in there, yeah. I put the old one on, it seems to just, you know, when you wiggle it or something, I don't, it says power online voice on my modem. So, one is plugged into my internet ethernet cord. So, so I I tried the one. So, I guess I'm supposed to have an ethernet, is that right? So, I don't know where, yeah, yes. It says internet ethernet 2.5 Gs and both are still blinking.
13:00
Speaker 2
Where is it? Where is it? Say again, ma'am, uh on your modem there is an Ethernet label. [silence] All right. [silence]
13:00
Speaker 1
Oh, I don't um where was that be on, I don't um where was that be on 2.3? Oh, 2.4. Put it there. Oh, okay, but it's not real. There is no yellow label there, but it is now she if that works. It's still blinking red. I put it above that. Wait a minute. It says so the internet.
14:00
Speaker 2
All right, so yeah, you need to plug it in on the internet port where there is two. four. G. Yes, yes. There is a yellow label on that. Yes, and the cable should be plugged in on the internet, not Ethernet. Internet. will.
14:00
Speaker 1
Okay. So. All right. So it's not in the yellow one. I put it on the number four like you said. I wish I could show you the back of this. Okay, So it's got... and so the other cord the, the 2.5G is in my modem. The other end of it is not on one, two, three but four. So I took it out of the yellow one? Is that what I should have done? Okay. I wonder if I should...
15:00
Speaker 2
I Can you put it back to the yellow one port map? Mm-hm.
15:00
Speaker 1
I wonder if I just need a new cord or something. Okay, this has to go this way, this way. Okay, it's blue right now. I think it's the cord itself. I don't know why, so now it's blue, now it's red. It seems to be very thicky, you know, fickle here. It's solid red, but it was solid blue, and then it went to solid red. Okay, when you say port.
16:00
Speaker 2
[silence] Go ahead. [silence] Is it blinking red or solid red? Okay. How many ports are there on your modem, if I may ask?
16:00
Speaker 1
You mean, I have a, a, a battery, plug the Internet, the cable, and a number one for voice. Should I reset the um, modem maybe? Should I try that? Not yet. Okay. Should I move the, I have the antennas up, the two, uh, things up like rabbit ears on each end. Is that the way they should be? Oh. Okay, now it's red again. Let me try changing the other cords and. Alright, let's try that. I'm going to take the blue ones out.
17:00
Speaker 2
I'm not yet. I'm, uh. Um, it's good. Uh. So one moment here. Gregory.
17:00
Speaker 1
But it does say Ethernet. I don't know if these are 2.5G, the two cords that I have, They don't look as... Okay, I'll try it. Is the O supposed to be on or I even mean on? Well, obviously it's on because I have, um, light and it's doing stuff. So that's a dumb question I guess. Not the best question to ask. Okay, now I have the other one on and it's blue. Is that a good color? But it's yeah, it's unred. It went from blue to red. I'm excited. Okay, so I'm gonna do it from the power sources. Okay. So this one goes here. I'm gonna wait 20 seconds. and see what happens. So I'm checking all the plugs in the actual. Um. Okay. I'll wait 20 seconds. Thank you.
18:00
Speaker 2
let's wait then maybe it will change the solid red again all right so ma'am um firmly unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in
19:00
Speaker 1
Okay. All right, the modem first. Okay, got it. All right. Okay, the power is being set up in the modem. So it's resetting itself. Yeah. Okay.
20:00
Speaker 2
All right. Carefully plug it back in then. First, the modem. And next is the links router. All right.
20:00
Speaker 1
Should I get out of that uh [silence] linksys setup in my phone or [silence] probably not. Get out of it. Okay. Okay. Let's see. Okay, now it's red. Oh, no. Oh, boy. [silence] Now it's gl- maybe it's doing some- ¶¶ [silence] [silence] how that forward don't know if that's gonna help it might. [silence]
21:00
Speaker 2
I yes, um, you can just close it for, uh for the mean time, and, let's access it later on. [silence] There's the light status, now. Is it still solid red?
21:00
Speaker 1
yes yes yes yeah it's blue right now I don't I don't know why it's blue I'm wondering if it's their cables that's the problem that I might have to have them come out [silence]
23:00
Speaker 2
I see. Okay. the cable is plugged in to your modem on the internet port, correct, on your modem, All right. And the other, and it's plugged into your linksys router where there is internet port also, a yellow yellow label All right. And also, have you confirmed, ma'am, if the does your spectrum modem is working or have an internet connection?
23:00
Speaker 1
it's it's blue now it's blue now it's um the blues uh the link um Linksys you know I was fiddling with a core yeah and I wonder if that helped so I might have to have them come out here should I oh oh yeah solid blue right now but let's see what it says here let me take a look, I'll go back into the other setting um I'm going back into going
24:00
Speaker 2
I see right. Because we already set up this node, the name or this router. However. The light status is still solid red. Can you call your inventor? Um, which one is blue? Is it your linksys router? All right, so. Okay. I see. All right, however, is it solid blue? Okay.
24:00
Speaker 1
A setting next. Okay. I close the app. Okay. I got power online. Okay, so I'm going to go on my, just go on YouTube to see if it's working, go on another app. Yeah. Yeah. Yeah. Yes. The one light that's not... Okay, so two of the... I forget what the other ones called. Um, so it's phone online. Usually the
25:00
Speaker 2
Um, close the up, uh, first. And then kindly, yes, kindly open any application, ma'am, like a YouTube or your email and check if the Internet is working, since it's really already. Yes. All right, so the Internet is working. I see, all right. That's good to hear. Okay. [silence] All things.
25:00
Speaker 1
There are four things lit up. really, these other things will come on, because it says power and online. Usually, I think, my modem says other things. Should I reset the mod? Okay. all right. Well, you've been very patient. Should I, register my new products? So, that if I have problems, I can call you guys. Do I do that? all beautiful, beautiful, beautiful. I'd love that. Yes. Yes, it's, um, lowercase p, like pepper, um, S A B.
26:00
Speaker 2
[silence] You don't need to ma'am. As long as the linksys router is solid blue, it means that your modem is working and also the linksys router is working. There is an internet connection. I can register it here on my end if you want. I will provide your email address, ma'am, so that I could register it. Mhm.
27:00
Speaker 1
Well, well, the receipt, um, well, I got it on Amazon. So I have Amazon. Is that what you mean? Where did I get it or a receipt? I don't I purchased it last week. Um, let's, okay, let me take I can look in my bank account, I think. Um, yeah.
28:00
Speaker 2
Thank you so much. One moment here. And you still have the receipt of this one, right of this new node? Yes? I yes Ma'am. When did you purchase this one?
28:00
Speaker 1
You need the exact date. Okay. So, I'm gonna go into an account and look. I'll see when, I'm gonna look up my Amazon account, 'cause that would tell me the day that I purchased it. So, that won't that won't take me very long. Okay, so I'm going to Amazon. Okay. Um, I'm on support launches. I can I, I, because the green is there, I think I'll still have you. All right. Yeah. All right, so let me go. Um, I'm gonna look at previous purchases. Okay.
29:00
Speaker 2
Okay. [silence] if I could Yeah. [silence]
29:00
Speaker 1
track an manage your orders. Okay, here we go. This was uh June 4th. June 4th. Oh, I'm sorry. I take that back. It's June 2nd. Mhm. Mhm. Mhm. I think I'll just keep it as is. Yeah. Okay. All right. And so, when I have a warranty now, or, or I'm registering my product with you. Okay. All right. Okay.
30:00
Speaker 2
All right, here. June 2nd. All right. Yeah, so, I'll update the warranty status here, it's June 2nd. I think, oh, it's all wikiolecule access now. Your link is appment, so that, um, you can change the you. I name and password if you want. Uh, you can, all right. So, yeah, you're good to go since you're already online and connecting. And, yes, yeah. Yes, I have, I have it.
30:00
Speaker 1
So when I call, if there's a problem, they going to ask me, put some numbers in or something or look on any. sort of thing for you? Okay, I am ready. Mm-hmm, yup, yep, yeah. 32573. Okay, ticket number LTS00132573. Ticket number.
31:00
Speaker 2
I'll provide you the ticket number. Do you have pen and paper handy? Okay. Tell me once you're ready. All right. So the ticket number is L as in Lima, C as in Tango, S as in Sam, 0 0 1, 3 2 5 7 3. Yes, that is the ticket number. I'll ask for it. Sorry.
31:00
Speaker 1
Okay, so if they're going to ask for a ticket number, maybe or- Okay. That's beautiful. Thank you so much for all your help today. You've been very patient and I appreciate that. Yeah, alright, you too. Okay, bye bye. Bye. Thank you.
32:00
Speaker 2
is correct. Yeah. So you just provide us ticket number and you have a record already here in our end. You're welcome man. Thank you so much also for your cooperation and have a good one. Bye for now.
32:00