V2 Rubric Detail — 443c67b2-80a1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:02
Duration
23m 41s
Contact
808-392-7612
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137370
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 - no internet
⚠ 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
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall49.8% (+13.8)

V2 Grader Summary

The agent demonstrated ownership and empathy but provided technically inaccurate guidance (e.g., 'solid pink' LED, 30-second reset) and failed to use available tools like the router’s web interface to verify WAN status. Critical troubleshooting gaps and incorrect instructions prevented resolution, leading to a premature conclusion that the issue was solely with the ISP. The decision not to escalate was reasonable, but communication and effort reduction needed improvement.

V1 Case Analysis

Customer with MX2000 (serial 50D10M29C33483) reported no internet after Starlink outage. Agent performed hard reset with incorrect LED target (pink), misused 5-press reset as fix, and omitted WAN/modem verification. No case created. Advised customer to contact Starlink without isolating the issue.

Troubleshooting Steps
  • 30-second hard reset with incorrect LED target (pink instead of purple)
  • 5-press reset sequence (misused as fix rather than escalation)
  • Linksys app setup attempt without verifying WAN connectivity
  • LED state observation without correct interpretation
Key Observations
  • Agent instructed customer to achieve a 'solid pink' LED state, which is invalid for MX2000 (KB states valid states are blue, purple, red, or yellow)
  • 5-press method was misapplied as a troubleshooting fix rather than an escalation tool per universal_5press_models.md
  • No verification of WAN cable connection, modem status, or ISP connectivity was performed - skipped Step 1 of universal_isp_modem_diagnostics.md
  • No HappyFox case was created despite collecting customer email and serial number
  • Warranty status was not confirmed or looked up despite customer stating device newness
  • Agent failed to provide self-help resources or KB references after advising customer to contact Starlink
Positive Highlights
  • Agent remained polite and professional throughout the call
  • Agent collected customer email and serial number, showing attempt at case setup
  • Agent correctly identified that the issue might be upstream with Starlink after troubleshooting the router
Agent Errors / Gaps
  • Incorrect LED guidance: instructed customer to target 'solid pink' LED, which is not a valid state for MX2000
  • Misapplication of 5-press method: used as a troubleshooting fix instead of an escalation tool
  • Failure to perform basic WAN diagnostics: did not verify modem status, WAN cable, or ISP connectivity
  • Did not create a HappyFox case despite having customer details and serial number
  • Did not confirm warranty status or support eligibility
  • Provided no clear self-help path or KB reference for customer to follow independently after advising to contact Starlink

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded issue was with Starlink and advised customer to call back when stable without restoring internet; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed router reset and 5-press method but skipped critical diagnostics like checking WAN LED, cable integrity, or Starlink status indicators.
R3 Partially Met Correct resolution path conf 88%
Agent reasonably suspected ISP issue but prematurely abandoned troubleshooting without verifying WAN connection or attempting VLAN/PPPoE checks that might apply to Starlink.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptoms (red/blue flashing, no internet) and asked for model/serial, but failed to ask about WAN port status, cable reseating, or Starlink app signal indicators.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use the router's web interface (http://192.168.1.1) to check WAN status, despite customer having internet access on laptop; missed opportunity to confirm DHCP, IP assignment, or connection type.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect instructions: told customer to make the LED 'solid pink' (KB states 'solid purple' for ready for setup) and told customer to hold reset for 30 seconds (KB specifies 10-20 seconds).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but had long silences, unclear transitions (e.g., sudden shift to 5-press), and did not set expectations for diagnostic flow or outcome.
C2 Partially Met Confirmed understanding conf 87%
Agent used inconsistent terminology (pink vs. purple), did not confirm understanding after key steps, and gave ambiguous instructions like 'press and release five times' without clarifying rhythm or feedback.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed multiple troubleshooting steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent told customer to call back when Starlink is stable but provided no timeline, callback commitment, or proactive follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact (Assessment 4 confirmed case_history_applicable=false).
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent made a reasonable judgment not to escalate, based on evidence that router responded to reset and issue appeared upstream — consistent with L1 protocol for suspected ISP outages.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the apparent ISP-side issue.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed appreciation (“I appreciate you being available”), remained courteous throughout, and acknowledged the inconvenience caused by the outage.
X2 Partially Met Tone & rapport conf 88%
Agent stayed polite but did not adapt pace or language when customer showed confusion (e.g., about app setup flow); missed cues to slow down or rephrase.
X3 Partially Met Overall experience conf 86%
Customer repeated multiple resets and app steps; agent could have streamlined by guiding directly to web UI or skipping redundant actions once pattern was clear.
Call Transcript23 turns · 25 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. [silence]
00:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello, Michelle speaking. My name my last name is Champagne. Yes, just like that. Well, I think the Starlink internet is down, but I'm not positive. I've tried to reset both the Starlink and the Linksys router and I'm not having any success. So I thought I would I would let you know what is happening and see if you had any recommendations. I can still see I can still see the network showing up on my uh, laptop. Yeah. Um, when I unplug the Starlink and I leave the Linksys connected, and then I then I repower the Starlink up, the Linksys router [silence] um first it will flash red and then it will flash blue and then it turns solid red. what? okay. that's what um And My email address is michellechampagne@mack.com. Yes. yes this is a relatively new router system, so it should still be under warranty. okay.
11:00
Speaker 2
OK. There is no signal coming from side. Michelle, let me create a case, case ticket for you, um you have an email address. All right, then I got it. Uh you already registered before, right? OK. Now yeah, yeah. Yeah. Now this is what you're going to do. There are two points of failure in here. First is the starting, the source of the internet connected to the sky. And second is the Linksys that distribute the connection inside the house. You can still see your router. So that would, that's a good indicator that your router and Linksys is working.
13:00
Speaker 1
Okay. Yes, it's it's an MX 2000. Yes, that's 50 D 10 M 29 C 33483. No, there's no there's no light or color indicator, it just has a power cord. Yeah.
14:00
Speaker 2
Now, we'll work on the StarLink and the LinkSight connectivity.Can you give me the model of your router, your Linksys?Do you have the serial number?All right.[silence]Do you have any indicator coming from the StarLink if it says good or not?Yeah, yeah.Yeah.Yeah.[silence]Okay, let's do this one.I know that the StarLink doesn't have that indicator.
14:00
Speaker 1
Okay. 30 seconds. Okay. Yeah. Go. Oh, okay. All right, let me start. Press and hold. It's flashing red. It stopped flashing. Now it's solid blue. So I can relax and just let my mind wander. Thank you.
15:00
Speaker 2
We are not 100% sure whether it's on or not, but we'll try on our side rather than going directly to Starlink and tell them, hey, there's something nothing wrong. We will try on our side, but this is funny going to do. I need you to press the reset button on your MX 2000. Hold it for 30 seconds. Press and hold. Yes. And the objective is to make it a solid pink. [silence] Once you see a flashing blue, release it. [silence]
15:00
Speaker 1
Oh. No, it's, it's solid blue now. flashing blue. Okay, I've released. Mm-hm. Mm-hm. I appreciate you being available this evening. It was very sudden. And usually if, if I have an outage, I just reset the router and everything quickly resumes. Yeah. We also just had an electrical storm come through.
16:00
Speaker 2
Yes, no, no blinking red or flashing. Wait where, okay, release. Wait a minute or two. that's alright there are plenty of calls coming from the west pacific side i think there was an outage as well Yeah
16:00
Speaker 1
So it's a little confusing what happened. There's two there's the the primary one that's connected directly to the Starlink and then there's another one um maybe 20 ft away that um I guess it's oh now it's pink. Um yeah. Uh then there's the second one that that picks up the signal and and and brings that to a different building. Okay. So we're we're back here with the pink. Okay.
17:00
Speaker 2
too, or three. [silence] Okay. Okay. [silence] All right then. [silence] We're going to work on this one first. And then if this works, we'll fix the other one as well. [silence] All right. [silence] Now, can you tell me what is the default wifi name underneath the router?
17:00
Speaker 1
The default was the default password was admin and then I gave it a new. Go ahead. Uh, you mean what I call the what I call? Oh, I see something different. Oh, I see it now. Yes, it's underscore velocity setup ECD. Yeah, that. Let's see. Let's see if that works. Okay. It looks like it connected and then.
18:00
Speaker 2
Step Wi-Fi name, something like well... No, no, the default Wi-Fi name or network name, develop setup. I'm typing the development, read and send. E-C-D. Can you connect to that one? It will ask for a password. The password is underneath the router. No internet. Connected, no internet. All right, it's okay.
18:00
Speaker 1
and let's see now if anything oh oh no uh a page just loaded uh Just a moment please it's let me see Yeah, no, there's no internet. Mm-hmm. Okay. Okay. 1 2, 3, 4, 5.
19:00
Speaker 2
You know, internet. Setup experience. That's all right. Now, on the motherboard, on the link sys, can you press and release, do not hold? Press and release, the reset button, one press per second and do it five times. Press and release, one press per second. Do it five times. Go.
19:00
Speaker 1
And now it's a light blue and it's flashing. Um, the it's a light, well, purple or blue. I tried it. Yeah, and it's flashing slowly, blinking slowly. Yes, I did. Uh-huh. Let's see. I think so.
20:00
Speaker 2
Did many virtual happen today? Is? Yes, bling-k. OK, good. Good. You did the rest that the pipe press, press and release five times. OK, good. All right, on your phone, did you download the links app? Do you have it? [silence]
20:00
Speaker 1
Let's see. Ah, yep, here it is. Okay. Okay. Uh, now it, it opened a page that says I haven't added a router or mesh Wi-Fi system to my account. Um, the options are add an existing router or mesh Wi-Fi, set up a new set up. Okay, here we go. And then um, the options are Velop and Mesh Routers, and I think that's what we choose. Yeah. Okay. And then agree to the terms and conditions. Disconnect and remove my old system. Yeah, that's gone. Uh, plug the router in.
21:00
Speaker 2
and are you open in it? If it's running, close it and start from the top. Yeah, you can skip that one. Is there an option to skip or proceed to set up? Yeah, setup and your own... get it on and down.
21:00
Speaker 1
near your model or. Yeah. It's already plugged in. Next. Connect the router to your modem or source of Internet. It's connected. Okay. And and I have, I have connected it using the port that is labeled Internet. Okay. Plug additional nodes. And make sure everything has finished starting up. The light will blink while starting up and turn solid and ready. Okay. So the light is flashing red right now. If you think it's the the starting. Yeah. [silence]
22:00
Speaker 2
Done already? Most of it already done? Just select it continue. Yeah. Didn't get a connection. Uh, it's telling this our starting starting is not giving. At least right. Now, we try.
22:00
Speaker 1
Okay. Okay Okay. Very helpful. Very helpful. Thank you. Uh, yeah, well, we'll just we'll just wait for the internet to return. Okay. Okay. Thank you. Thank you. Good evening. Bye-bye.
23:00
Speaker 2
It is not receiving any signal at all. We tried Now at least we know that the problem is in the Starlink. You don't have to once the Starlink is stable, give us a call. We will have to arrange phone. All right, then. Okay. All right, then. Anything else to show? And once the uh internet is back, come pains on me. Oh, just joking. All right, all right. I got it. Have a nice day and good night.
23:00