V2 Rubric Detail — 3b9ddc20-6a81-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 19:17
Duration
23m 53s
Contact
Bill Benjamin
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00011507
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_No internet connection_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 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

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp1.79/5
Overall43.3% (+7.3)

V2 Grader Summary

The agent identified the symptom (solid red LEDs on MX6200 nodes) and escalated appropriately, but incorrectly described the 5-press method as a factory reset and skipped basic troubleshooting like modem/WAN checks. Customer effort was high due to repetition, but escalation included a clear callback plan with ticket number, resulting in an Appropriate Escalation outcome.

V1 Case Analysis

Customer (Benjamin) reported solid red LED on MX6200 mesh nodes after Spectrum outage. Agent incorrectly advised 5-press reset (invalid for MX6200), skipped power cycle/cable checks, and escalated to Level 2 with ticket #11507. No resolution achieved.

Troubleshooting Steps
  • Attempted to pull up device record using serial number (initially garbled, later clarified)
  • Identified product as MX6200 with three nodes
  • Recommended 5-press reset (incorrect method for MX6200)
  • Escalated to Level 2 after customer refused reset
Key Observations
  • Agent recommended 5-press reset for MX6200, which contradicts KB (MX6200 uses Pair Button method). This is a serious accuracy failure.
  • No basic troubleshooting (power cycle, cable check, LED verification) was performed before suggesting a full reset.
  • Agent failed to follow correct escalation protocol by not attempting valid recovery steps first.
  • Long hold times and lack of clear action plan reduced efficiency and increased customer frustration.
  • Customer explicitly referenced prior successful non-reset resolution, which the agent dismissed without investigation.
Positive Highlights
  • Agent eventually clarified and recorded the serial number (58W10M2A2D01041) after initial confusion.
  • Agent captured customer's name, email, and phone number accurately.
  • Agent created a valid case number (11507) and arranged a Level 2 callback, ensuring operational continuity.
  • Agent correctly identified the product as MX6200 with three nodes after pulling up the record.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance: recommended 5-press reset for MX6200, which is not supported per KB (universal_mesh_node_management.md and velop_router_setup.md specify Pair Button method for MX6200).
  • Skipped standard troubleshooting steps: did not verify WAN cable, power cycle sequence, or check for solid blue on parent node before escalation.
  • Failed to acknowledge customer's prior successful resolution path, leading to loss of trust.
  • Did not provide interim instructions (e.g., wait 5 minutes after power cycle) before escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent says they will reset the whole system and schedule a callback, but the red‑light issue is never fixed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asks about power outage and identifies the model, but skips key steps like checking WAN connection or rebooting modem and nodes.
R3 Not Met Correct resolution path conf 90%
Agent recommends a full-system reset without first attempting non-destructive troubleshooting like a power cycle or checking the WAN cable, despite customer’s clear objection.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies solid red LEDs and asks about power outage, but does not diagnose internet path or verify modem status.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent did not ask customer to test at modem, check admin UI, or verify cable connections.
T3 Not Met No misinformation conf 95%
Agent incorrectly states the 5-press method will delete Wi-Fi settings; it is a pairing/escalation tool, not a factory reset.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent places caller on hold multiple times and loses flow, but eventually escalates with a callback plan.
C2 Partially Met Confirmed understanding conf 80%
Agent uses customer’s name and apologizes, but does not adapt language or confirm understanding during frustration.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent pulls up device record, confirms model (MX6200), acknowledges prior support interaction, and escalates appropriately after failed resolution attempt.
O2 Met Proactive follow-through conf 95%
Agent sets clear next step — Level-2 callback within the day — and provides ticket number (11507).
O3 Partially Met Closure confirmation conf 80%
Agent identifies device model and number of nodes, but does not reference prior case history or reuse troubleshooting steps from previous interaction.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent escalates after determining they cannot resolve the issue, citing consultation with Level 2 and need for callback.
E2 Met Escalation prep & handoff conf 95%
Agent provides ticket number (11507), explains escalation path, and sets expectation for callback within the day.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologizes for hold and uses customer’s name, but does not explicitly acknowledge repeat contact or prior failed resolution.
X2 Partially Met Tone & rapport conf 75%
Agent maintains neutral tone but does not adjust pace or simplify explanation in response to customer’s confusion and urgency.
X3 Not Met Overall experience conf 90%
Customer repeats serial number, email, and device details multiple times; agent fails to streamline or reference prior inputs.
Call Transcript29 turns · 33 lines
Speaker 1
Hi, my name is Benjamin and my red light is on on my, uh, system.
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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending... please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you or today?
00:00
Speaker 1
I need you to help me to get it back to the white light. the serial number is five eight W 1 0 M Mary two A Apple D doll zero one zero for one. Beg your pardon? Can you see all three of them?
01:00
Speaker 2
Sure, uh, sure. Uh, I do apologize. Uh, you experienced an issue with your link sys devices. Uh, but for me to be able to assist you, may I know what's the serial number for your link sys device, please? [silence] Got it, thank you. How many link sys devices, sir, shows red light? [silence] How many link devices that shows red light? [silence]
01:00
Speaker 1
Let me just make sure. What is the parent and the other one are the children, the child likes? I have three likes. Hello, do you, did you find me in your system, so you can see what system I have? Okay. my email address is V L O N G. 5 5 0 0 0 0 at M s n com. Yes.
02:00
Speaker 2
I'm sorry, uh, I mean. Uh-huh. Uh, no, sir. I was able to pull up a record using the serial number you've provided me. Uh, however, for the whole information about the device that you have, I was not able to pull up. But if you can provide me your email address, I'll try to take a look in the system. That'll be fine. Got it. Thank you. Great. So I'm—I'm my speaking with Mr. Benjamin Long.
02:00
Speaker 1
Okay. Yes. Yes.
03:00
Speaker 2
All right. Give me just a second. Sure. Let me just pull up your record here in the system, okay? Bear with me. Give me just three minutes, sir. Let me just take a look for your device here, okay? Bear with me. So for the device that you have there, it's an MX: The 6200, three nodes total, correct? Are you still with Spectrum? Okay. All right. Now, as you've mentioned earlier, all of your links is devices shows red light. Were you able to identify which one is the parent node sir? Okay. Now, prior to calling us here, the user did you experience network autodocs, power outage or your links is device just turn red? Okay. So, you've experienced power outage. All right. Uh not a problem with that. Okay.
03:00
Speaker 1
No, no, she told me, wait, no, no, no, she told me never do that. No, she, she, she used a different method. She told me never to reset it.
05:00
Speaker 2
[silence] We can actually reconfigure your devices there. The quickest uh thing to do is to do a five press method for your whole system. However, just to set proper expectation here, your Linksys device is showing red light. So we're going to reconfigure your whole system. By reconfiguring your system, we are going to reset it and then set it up from the beginning. So we are going to reset individually your Linksys devices and with that sir, um your current wi-fi name and wi-fi password will be deleted. Okay? So that's just... [silence] All right, so sir,
05:00
Speaker 1
No, that's, that's, that's, that's, I'll have to speak to a supervisor because that's not what she did before. Uh, I had this problem before and she told me never to reset it. She said, because if I reset it, I have to do all my passwords and device names all over again. And she told me never to do that. Okay. Right. Okay.
06:00
Speaker 2
Once the device is disconnected from your network, it turns a solid red. Uh, we need to reconfigure the hole system for you. Oh, k... k... let me just check, what if you don't want to reset the whole system, then I'll try to check for the available supervisor for you, okay? Just to stay with me in the line. All right. Just gonna put the call on hold, okay? I'll be back for you. Thank you.
06:00
Speaker 1
Hi, my name is, Benjamin. And my, and my system, no, okay, my system has a red light on it. Now, this happened about a year ago. And I had a lady on the phone, and she told me never to reset it and she gave me very simple instructions and I forgot those instructions. And then my system turned, the red light turned back to white. It turned from red to white and it's been working fine. Now, I don't need to reset the whole system. Change all the usernames, the password and the system name. She was very clear when she told me never to do that because that wasn't necessary. Now, I don't remember what she told me to do, but it didn't take, it was very easy. Now, if you look in your records, you can see which system I have. I have the parent and I have two satellite modules or nodes or whatever you call them. The network, I have two nodes and one parent. And the lights are red. This is the second time this has happened. Albert, nice meeting you.
11:00
Speaker 2
Yeah, this node. I see. Okay. Benjamin, I'm sorry. Okay, by the way, my name is Albert and your case has been escalated to us. You too, sir. And yeah, what is happening here? Okay.
12:00
Speaker 1
No, not a power outage. I have Spectrum, and Spectrum had a glitch or something, and I lost connection with Spectrum. Now, Spectrum is back online. Spectrum is back online. I'm receiving internet service from Spectrum because on my modem, all my lights are blue. And But on my router, the white light did not come back on. A red light came on. So what I did was I unplugged my router, and I counted to 20, and I plugged it back in. And the red light came back on again.
13:00
Speaker 2
I believe the previous representative told me that you have a power outage in your in your area. Right. Oh, I see. Hmm [silence]
13:00
Speaker 1
Now, on the bottom of the parent router, there's two buttons. One button says reset, and the other button has no name to it. Now, this is the button... The lady told me never to hit the reset button. So, I've never hit the reset button. She told me if I hit the reset button, that's going to reset the parent, and we... and she didn't want to do all that because she said it wasn't necessary.
14:00
Speaker 2
OK, yeah. M I see. I understand that, Benjamin. OK. But, um, sir, um, today, OK, I'm actually, since, uh, the, the, uh, the parent, OK, and the, the other nodes is, it's just only indicating a red light, sir, so that means, um, that, uh, device needs to be, uh, uh, reset, sir. So, as much as I really want to
14:00
Speaker 1
[silence] for her, I understand you a lot, clearer than her, [silence] I didn't understand her, you know.
15:00
Speaker 2
uh... to help you and uh... do the same procedure that the the previous representative that helped you helped you before. Um. Uh, we can't uh... we we can't assure that that that that device will back uh... online okay if we're going to do that unless we're going to reset the uh... the device. Now if you may, um... please allow the uh... the uh... the the other representative that um... helped you now. Um... because actually she's actually also from Linksys sir, so she knows exactly what what to do with your device. Okay. I will Okay. All right then. Okay. So, um, yeah, let me just um. uh, let me just place the call on hold, okay? For, maybe just one to three minutes. I'll stay on the line again. All right, then. Thank you. [silence] Um, hello, Ben. Uh, yes, sir. Thank you very much for patiently holding. I really do apologize for the hold. Okay. Um, all right. Okay. Yeah, actually, okay, I, um, I, uh, tried to, uh, consult, okay, with our level 2 team, uh, with regard to your, uh, uh, situation. Actually, they, they, um, actually told me, uh,
15:00
Speaker 1
So they, so they, so they, so they agree with not to reset, right? Yeah, you see, this is what, the person, I wish I knew that person's name who I talked to before, because she was very clear and she told me, never reset my system. And, and you don't know how to tell me how to do it, do you? [silence] And
19:00
Speaker 2
Okay, not to reset your device yet. Okay? Um, they may need to uh further isolate that but, um, for now, um, we're going down. Uh, I can't I transfer you right away to the level two team but, um, I can actually set an appointment to a call back uh within uh within today as well, sir. You don't need to worry. Okay, maybe, um, uh, Yes, sir. Um, um, uh, Yeah, but unfortunately, Ben, okay, that the representative is no longer connected with us. So, Yeah. Um, uh, uh, no, sir, actually. I need to escalate this one to our level two team.
19:00
Speaker 1
Okay, so you don't know how to tell me how to do it? So this is something I need done right away, you know, because everything is not Okay. I should I tried I tried and another thing she told me, I didn't have to unplug the other two child modules. What do you call them, modules or nodes? I didn't have to I didn't have to unplug them. Everything I did, she had me do it right from the parent mode. Okay, I'm not I'm not I'm not
20:00
Speaker 2
yeah yeah how about like this okay just don't touch anything yet okay exit I'll wait for the for the level 2 team to call you then we'll they were going to further isolate that um issue sir okay yeah we're going to call you okay don't worry
20:00
Speaker 1
I'm I'm not I'm not I'm not go, um out. And uh you it is OK what kind is what it is is is three 33rd now so four 35 35 0 somebody's it to call me by it 5 before 5 3, and what phone number you're gonna call me on just, okay, yes, yes. And this one and this is what the lady who I spoke to before. She was very fast in telling me to reset everything. You know. She she was very fast in saying that.
21:00
Speaker 2
All right, then. Okay, so. Okay, I will. Uh, yes, sir. Are you less done an hour, sir? The, uh, phone number we have on the, uh, on the file that, nine, one, four, five, two, two, two, five, zero, three. Okay. That number is okay, right? Oh, mm-hmm.
21:00
Speaker 1
and and that was wrong information. I mean, everybody needs to be trained a little bit better because that could have caused a major problem. And we would have been all day working on this. Yeah, but it's a good thing I remember the lady. The other person told me never to do it, you know, and that's why I expressed that to you when she said never to do that. Okay. Okay. Now, All right. Do I need a number, a case number or anything, okay? Let me write that.
22:00
Speaker 2
I see. I apologize for that. Mm-hmm. Okay, well, we'll. we'll see that later Tay Kay. Um, once the level two team comes back to them. Okay? Just just wait for their call, okay? Um, yeah, you can actually just um, uh refer to the same um, uh ticket number sir,; the um, 11507. Again, 11507.
22:00
Speaker 1
let me write that down Hold on a second. that's 1, 1, 0 5 1 1 5 0 7 Okay. 1 1 5 0 7. All right. And someone's Okay. All right, thank you. Okay, bye. Is anything else... Okay, bye.
23:00