V2 Rubric Detail — 437beae6-7a3e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:58
Duration
36m 30s
Contact
Michelle Robinson
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136246
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall74.7% (+18.7)

V2 Grader Summary

The agent successfully resolved the customer's no-Wi-Fi issue by guiding a power-cycle and reset, then using the Linksys app to reconfigure the network. Despite the materially incorrect instruction to press the reset button five times (a pairing method, not a reset), the correct outcome was achieved through other valid steps, and the customer confirmed full functionality. The agent demonstrated ownership, clear next steps, and effective communication, though empathy was limited and transitions were occasionally unclear.

V1 Case Analysis

Customer reported no Wi-Fi and router flashing orange. Agent instructed multiple resets (including incorrect 5-press method) and a factory reset. Customer connected to default SSID and reconfigured Wi-Fi via Linksys app. Internet restored, but guidance included significant inaccuracies.

Troubleshooting Steps
  • Verified ISP and collected serial number.
  • Instructed 15-second factory reset (incorrect duration per KB).
  • Advised 5-press reset method (incorrect for factory reset per KB).
  • Referenced non-existent 'solid purple' LED state.
  • Guided customer to connect to default SSID using label password.
  • Assisted with Linksys app setup to reconfigure Wi-Fi settings.
Key Observations
  • Agent instructed 15-second factory reset ([05:00], [07:00], [13:00]) — KB specifies 10–20 seconds but typically 10 seconds; combined with other errors, this suggests lack of precision.
  • Agent incorrectly advised 5-press reset method ([19:00]) — KB states this is for node pairing, not factory reset.
  • Agent referenced non-existent 'solid purple' LED state ([06:00]) — no Linksys router uses purple in its LED status indicators.
  • Initial greeting contained misspelled support URL (support.linksus.com) ([00:00]).
  • Customer performed multiple resets due to unclear/inaccurate instructions, indicating poor efficiency.
Positive Highlights
  • Successfully guided customer to restore internet connectivity.
  • Assisted with Linksys app setup for Wi-Fi reconfiguration.
  • Maintained polite tone despite customer confusion.
Agent Errors / Gaps
  • Provided incorrect support URL: support.linksus.com ([00:00]) — KB specifies support.linksys.com.
  • Instructed 5-press reset method ([19:00]) — contradicts KB (only for node pairing on specific models).
  • Referenced non-existent 'solid purple' LED state ([06:00]) — no such state in KB.
  • Gave inconsistent reset duration instructions (15 seconds vs. implied 'until light turns off').
  • Failed to identify product model, critical for accurate reset procedure per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms internet is working and guides customer to full setup via app: 'It's now working internet is now working... you're now all sat up.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performs resets and outlet change, but incorrectly instructs 'press reset button five times' — a method not valid for this device; troubleshooting includes an invalid step.
R3 Met Correct resolution path conf 90%
Issue was configuration failure post-power loss; agent correctly pursued reset and reconfiguration instead of misdirecting to ISP or warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies flashing orange light and no Wi-Fi, but fails to identify root cause (misconfigured router) and applies incorrect 5-press method, indicating flawed diagnostic logic.
T2 Met Appropriate tools / resources used conf 90%
No remote tools available or needed; agent appropriately uses physical reset, LED observation, and the Linksys app — correct for scenario.
T3 Not Met No misinformation conf 100%
Agent instructs 'press the reset button five times with one press every second' as a way to fix the flashing orange light. Per universal_mesh_node_management.md and universal_escalation_guide.md, the 5-press method is for pairing child nodes, not for factory resetting or fixing a non-booting router. This is a materially incorrect instruction.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic control but provides unclear transitions (e.g., sudden shift to 5-press without explanation) and minimal framing beyond initial greeting.
C2 Met Confirmed understanding conf 90%
Uses simple language, checks comprehension ('Can you see the network name Linksys?'), and adapts to customer’s pace during app setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all steps, and does not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Clearly explains next steps: changing SSID via app, using menu icon; confirms resolution and readiness.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history evident; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent says 'I'm sorry' once but does not acknowledge customer’s repeated troubleshooting or frustration with ISP; empathy is minimal and not specific.
X2 Met Tone & rapport conf 90%
Matches customer’s conversational pace, repeats instructions when needed, and avoids technical jargon effectively.
X3 Met Overall experience conf 85%
Avoids unnecessary repetition, guides customer efficiently through reset and app setup without redundant steps.
Call Transcript55 turns · 63 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.linksus.com for more information about your product.
00:00
Speaker 1
Hi Toyan, I'm seeing me having issues with my Wi-Fi uh called spectrum and they said it's nothing on their and and they gave me your number to see if you can help me.
01:00
Speaker 2
Hi, thank you for calling Linksys. This is joy who can I help you today?
01:00
Speaker 1
Yeah. Gotcha. Uh, it is four five K-10, Emma, Dembari, two eight C, zero two, zero, four five, five. Spectrum. Yes. Yeah, my name's Michelle Robinson. [silence]
02:00
Speaker 2
okay uh may have the serial number of your Linksys device please [silence] and who is your internet service provider? um spectrum right? okay may have your first and last name ma'am? Michelle
02:00
Speaker 1
like that. But you can use that unless you need to get in touch with me right now. Yes. Shelly, which is S-E-L-L-E-Y-S-H-E-L-L-Y-T-H-E-B Harley E-N-H-T-O-R-E-I- in November. F is in Sam. O as in November. And is in November. That's my husband's email, but you can use that unless you need to get in touch with me right now. Yes, it's Shelly which is S-S-A as in Sam H-A is in Harry. E, L, L, Y, T as in Tom, R as in Robin, 15@Gmail.com. [silence]
03:00
Speaker 2
gichele and i'll just spell your last name okay let's see um is this your email the damn baster at gmail.com okay
03:00
Speaker 1
I'm getting no Wi-Fi whatsoever. It's not, it's not even listening, I think. Um, I was like, um, like powered down completely and then powered up several times. Of course, spectrum twice. I've unplugged stuff.
04:00
Speaker 2
Okay, thank you. All right, so, um, what's your problem? Regarding with your router, how can I help you with that? Okay, what's the light of the router right now? What troubleshooting steps have you done so far before calling? Okay.
04:00
Speaker 1
and unplugged it back in. Okay. Yes. Okay. yes. Uh-huh.
05:00
Speaker 2
[silence] want to double check the physical connection at the back of the router. Is the either cable still connected to the internet port? Okay. And right now it's still flashing orange. Okay. Kindly reset that one first. Just press the reset button. The red button at the back. Press and hold it until the light will turn off, then you release. The light up at the front will turn off, then release.
05:00
Speaker 1
Okay, it's so. [silence] I've just got a flushing brace. Oh, [silence] sorry.
06:00
Speaker 2
Okay. Then you can let go once the light will turn off, then wait for the router to reboot again. [silence]. What's the light of your router right now? Okay. And when it will turn solid purple. [silence]. Let me know.
06:00
Speaker 1
Well, a screen beach now. [silence] 15 seconds. [silence]
07:00
Speaker 2
okay still flashing red or orange kindly reset it again press and hold the red button for 15 seconds yeah 15 one five
07:00
Speaker 1
Okay. [silence] I've got a flesh orange. [silence] My s- I've still got solid green and flesh orange. Yeah.
08:00
Speaker 2
still flashing orange. an Ethernet cable at the back. Mm-hmm. And then once unplugged, reset the router again for 15 seconds. [silence]
09:00
Speaker 1
okay, and then do it again for 50 seconds. [silence] okay. So I've just resested the 50 second. I've got a green, light, green and now a solid orange. On my phone.
11:00
Speaker 2
What's the light of the router? Mm-hm. Can you try to track your phone? Go to your Wi-Fi settings. Yes. [silence]
11:00
Speaker 1
O.K. Lexis. Oh. On the Wi-Fi? No, I don't. It's still coming up with names. I can look on my computer too. I can't see No, I can't see that anymore.
12:00
Speaker 2
and then check the available networks. Can you see the network name Linksys? Yeah, Linksys. Can you see that on your available networks? You can still see your network name, the original network name that you have. You cannot see Linksys also. And the router has a solid orange light. Flashing orange. Can you use a pin or a paper clip to press and hold the red button at the back for 15 seconds? to make sure. [silence] Yeah.
12:00
Speaker 1
Okay. And now I have solid green, solid orange. Okay, flashing green.
14:00
Speaker 2
press for 15 seconds. Make sure that's the red one. okay
14:00
Speaker 1
Orange, shall we? Yeah. Yeah, I took it out already and changed it over to a different outlet. You want me to move it again? Okay, I'm seeing little boxes in the center of the screen. Is this like...
15:00
Speaker 2
Okay. Flashing orange. Can you try to plug that into a different power outlet? And you are using the original power adapter for that router, right? Okay. Okay, okay, so once you plug it in to different power outlet, wait for it to reboot and then let me know if it will start to have a blinking red light again. OK, you can see the network name, so there's no need to transfer it to a different power outlets. OK, so just reconnect the Ethernet cable back on the Internet ports.
16:00
Speaker 1
[silence] Okay. Okay, it's flashing orange right now. Yes, it is.
18:00
Speaker 2
Okay. Let me know if it will turn flashing orange again, or if it will turn solid orange. thinks his name is still available. Okay. Kindly press the reset button five times with one press every second.
19:00
Speaker 1
I still have green and flashing right now. Still flashing orange with good solid green. I have a solid green and a flashing orange.
20:00
Speaker 2
[silence] Okay. [silence] It's solid green now.
20:00
Speaker 1
[silence] One second, Please. [silence] Okay, I'm sorry. What did you need me to do? [silence] Okay, and now it's asking for password.
21:00
Speaker 2
Can - can you connect to the network name linksys? If it will ask for a password, use the password that's at the bottom of your router? [silence] On your - phone, can - can you connect to the network name linksys? then - yeah, use the password that's at the bottom of your router.
21:00
Speaker 1
[silence] is it then recovery key? [silence] a job. [silence] oh got it sorry. [silence] okay.
22:00
Speaker 2
Their password, use the password, not the recovery key.
22:00
Speaker 1
[ silence ] yes I am [ silence ] [ background noise ] [ silence ] yeah [ silence ]
23:00
Speaker 2
Now connected. Can you check if the internet is now working? Try to check if you can Google something or if you can email. On your phone. [silence]
23:00
Speaker 1
Okay, that went through. Yeah. Oh, show, I prefer to leave it as is. Okay. Okay.
24:00
Speaker 2
It's now working internet is now working okay that's good do you want to change the network name and the password or you just wanted to leave it as it is uh If you want to if you want to leave it as it is that's fine but if you wanted to change it we can use your computer or if you have Linksys app we can also use that one to change it
24:00
Speaker 1
So... [silence] I have my computer. Shall I just put in the password for link setup on here? Okay. Yeah, it's not letting me do it on my work computer. Yeah, I can't. It won't let me enter anything on my work computer. It won't let me type the password in. [silence] No, it's still not working. What's the best way? I mean, if I have to change it, then I'll change the the network name.
25:00
Speaker 2
It won't connect on your work computer. You can try to turn off the Wi-Fi on your work computer and then turn it back on. [silence]
26:00
Speaker 1
What do I need to how do I do that on my film?
27:00
Speaker 2
Mm. Okay. Um, you can download the links is app if you don't have it yet.
27:00
Speaker 1
Okay. Give me one quick second. [silence] Oh, I don't have an account with you guys. I guess I need to create one.
29:00
Speaker 2
Let me know once you download it, The Linksys app. A Linksys app smart Wi Fi management.
29:00
Speaker 1
It's saying log in and then it's got email address. Oh, skip it now. Okay. That's it. Admin. It's saying your, to create your router password. It's saying it needs at least
30:00
Speaker 2
No need to create an account. What does the page show right now? Use the other option. Log in using router password. The option on the right side. Can you see that? Mhm. Use admin. Let me know if it will go through or not.
30:00
Speaker 1
Oh. So just do this anyway. [silence]
31:00
Speaker 2
okay. so you create your own router password. that is for um the app only. that's not for Wi-Fi yet.
31:00
Speaker 1
Okay, so I'm configuring your Wi-Fi.
32:00
Speaker 2
Let me know if it will accept your password or not -- since you need to follow the requirements for you to log in. Okay.
32:00
Speaker 1
Okay. Okay. So now it's saying, "Now let's connect to your new Wi-Fi." Step one, go to your phone. Okay. One second. I do this. Go to settings app. Did you turn? Yeah.
33:00
Speaker 2
You need to connect to your new Wi-Fi setting, the one that you changed, is it showing up on your list? Okay, so you connect to it, then you go back to the app after.
33:00
Speaker 1
there we go. Okay. okay so who's your node? router. Now it's saying, okay, you can send error reports, it can next on that. Okay, so now it's saying that I'm ready, go to dashboard. Okay, and then it's got internet online, there's two devices, one router and it is showing the last five connections. Okay, so now it's saying that I'm ready, go to dashboard.
34:00
Speaker 2
Yes? [silence] Okay. [silence] Alright, that's good. So that means you're now all sat up. [silence] So you can connect your other devices to the network name that you have created. [silence] And if you wanted to change something, just click the menu icon, the three dot.
35:00
Speaker 1
uh-huh. Perfect. Thank you so, so much. No, that's it. Thank you so much. Appreciate ya. Thank you. Have a great day. Bye bye.
36:00
Speaker 2
Lines on the upper left corner, then there you can change or manage your Wi-Fi settings. you're welcome. anything else? you're welcome. Thank you for calling Linksys mam. you have a good day.
36:00