V2 Rubric Detail — 4b3051f8-69c9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:21
Duration
8m 37s
Contact
Ronnie Lugo
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00118873
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall39.4% (-16.6)

V2 Grader Summary

The agent correctly interpreted the solid purple LED as indicating a factory-default state but failed to resolve the issue or provide actionable steps during the call. While a follow-up email was promised, no direct troubleshooting was performed, and the interaction lacked empathy, continuity, and full ownership. The case remains unresolved with significant customer effort still required.

V1 Case Analysis

Customer has a mesh node stuck on solid purple after reset. Agent incorrectly identified model as MX1200, declared out of warranty, pushed $15 paid support, and provided no actionable troubleshooting steps. Promised to email generic instructions. Issue unresolved.

Troubleshooting Steps
  • Identified solid purple LED as ready-for-setup state
  • Attempted to verify serial number (unsuccessful)
  • Offered paid-support service
Key Observations
  • Agent incorrectly identified the product model as 'MX1200' — a non-existent Linksys model — derailing warranty and support-path logic.
  • Agent pushed $15 paid support before delivering any free troubleshooting steps, violating support protocol and customer trust.
  • No actionable guidance was provided for adding a solid-purple node back to the mesh (e.g., Linksys app or 5-press method), despite this being a standard KB-backed resolution path.
  • Agent captured the customer's email address without verification, risking failed communication.
  • Agent correctly interpreted the solid purple LED as a 'ready for setup' state but failed to act on this accurate diagnosis with appropriate next steps.
Positive Highlights
  • Agent correctly interpreted the solid purple LED as indicating the node is 'ready for setup', aligning with KB guidance for mesh nodes.
  • Agent acknowledged that only the affected node needed attention, not the entire mesh system.
  • Agent offered to send follow-up instructions via email, attempting to provide self-help support after paid support was declined.
Agent Errors / Gaps
  • Incorrectly identified the product model as 'MX1200' — a non-existent model in the Linksys lineup.
  • Declared the device out of warranty and offered $15 paid support without first verifying model details or attempting free troubleshooting.
  • Failed to provide correct troubleshooting steps for adding a solid-purple node back to the mesh (e.g., 5-press method or Linksys app guidance).
  • Did not verify the customer's email address ('lugo1781@aol.com') for accuracy before promising follow-up.
  • Skipped standard troubleshooting flow (power-cycle, app verification, pairing method confirmation) despite the issue being resolvable via basic steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has a solid-purple extender and no instructions were given to add it back to the network; issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent correctly identified the solid purple LED as 'ready for setup' and confirmed the device was reset, which is a relevant diagnostic insight; however, no further troubleshooting steps (e.g., reset verification, pairing method) were pursued before offering to email instructions.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledged the device was out of warranty and introduced the $15 support fee, but did not attempt any best-effort troubleshooting despite the issue being a common setup scenario; however, offering to email instructions shows some willingness to assist beyond dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the symptom (solid purple light) and correctly interpreted it as the node being reset and ready for setup, but did not ask targeted questions to determine root cause (e.g., accidental reset, firmware issue) or explore prior troubleshooting steps beyond a vague reference.
T2 Not Met Appropriate tools / resources used conf 88%
No tools (remote session, admin UI, logs) were used even though they would have been helpful for verifying the node’s status and guiding setup; agent relied solely on customer description.
T3 Partially Met No misinformation conf 85%
Agent correctly stated that solid purple means the node is ready for setup, but provided no concrete steps and gave vague/partial information about WPS (correctly noting it's not for router-to-router connection), which is technically accurate but incomplete.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic call control by confirming the issue and committing to email instructions, but lacked clear framing, had long silences, and abrupt transitions; did not fully guide the interaction.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and avoided jargon, but did not consistently check for understanding or adapt to the customer’s frustration; communication was functional but not fully tailored.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent did not transfer immediately and committed to sending follow-up instructions, showing some ownership; however, the push for $15 payment and lack of direct troubleshooting suggests avoidance of full responsibility.
O2 Met Proactive follow-through conf 90%
Agent promised to email setup instructions within five minutes after the call ended, giving a concrete next step and timeline.
O3 Not Met Closure confirmation conf 88%
Agent did not reference any prior history beyond a quick record lookup; no continuity or hand-off details were provided despite customer mentioning a previous call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was clearly warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent did not overtly acknowledge the customer’s frustration or repeated efforts, but remained polite and did not become impatient; tone was transactional but not discourteous.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and did not escalate tone, but did not actively adapt to the customer’s emotional state or check engagement; interaction remained procedural.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat serial numbers, received no direct troubleshooting, and was left to wait for an email—unnecessary effort was added.
Call Transcript17 turns · 17 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 dot com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available. Depending on the issue, we'll be calling us. My name is Gerald, looking out. Thank you.
00:00
Speaker 1
All right. One of the routers keeps with the purple light on it. It won't, no matter how many times I reset it, it won't go back to blue. Can this router be shot already? Or is that the way it is when when it's no good anymore? For you to get rid of your student loan debt as well. What do you add it back to the network? But why did it get off? How - how I never touched it. How did it just jump off the network? What do you think it could be? The same thing. Okay. So once it's reset, it it it becomes purple, but this is not the main one. This is the extender that that's in one of the rooms. [silence]
01:00
Speaker 2
Solid purple. Solid purple means it's ready for set up. So it was probably reset to that, and it's back to default settings. You'll have to add it back to the network from default right now. There's only one reason that it back to solid purple. It was reset. Now, I'm not sure why it was reset, though, if that's the question. [silence]
01:00
Speaker 1
It could still be the problem of reset. So how do I do that? You're serial number is so small. I Serial number is 39U. You fucking, I can't even hardly see this, that's all. Okay. 3. 3 8.
02:00
Speaker 2
[silence]
02:00
Speaker 1
110M m3 m3... M103B20B A20184 [silence] Yeah
03:00
Speaker 2
All right. new neighborhood. I got it. Based on your phone number and the serial number, it's showing that you have a record here. Are you Ronnie? All right. I'm checking your record just real quick. All right.
03:00
Speaker 1
What are you talking about? Yeah, but what I'm saying is, the other routers are good. They're working, right? This one turns purple. This is just one of all the other ones. Yeah. Okay. So my question is, is it, okay, here's here's what I want to ask you before you go on to the $15. It's been with me how many years? Do you see it on. Right? I think it's over four or five years.
04:00
Speaker 2
So when I check your record, it shows that your MX 1200, unfortunately, is out of warranty. And for out of warranty devices, we charge $15 to assist. Are you okay with that? It's nonrefundable. What I'm saying is that your router MX Fee 200 model number is out of warranty, and for out of warranty device, we charge $15 to assist. Are you okay with that? No, I understand. I understand that. I do understand that.
04:00
Speaker 1
okay, what is the life, not to life, to this stuff? Yes, cuz I I still, yeah, yeah. Okay, so here here's what I'm trying to say, because there's a lot of buffering that goes on with my with my programs on TV. So I'm wondering, even though I had I reset it before and you I had called someone from your department there and we had it reset. Well, they sent me the the um some some kind of a link email and they told me how to do it. And I did it, but it's still going back to the same thing with this one router. Can that have been reset wrong or what?
05:00
Speaker 2
For routers normally they last five, six, seven, eight years. Sometimes that depends. that's on technology. Right now technology keeps on improving. [silence]
05:00
Speaker 1
So how do I get? Hmm. Yeah, I don't want to spend $15. Yeah, here's what it is. I don't want to spend $15 if the item is not good. I'd rather just buy a whole nother set, you know what I mean? Yeah, so what I'm trying to do is to say if it's just not part of the network, there's an easy way to reset it. I just you I just forgot you click so many times a note. What is that WPS? Thing button. Okay. Okay, so on [silence]
06:00
Speaker 2
It's just not part of the network and it's ready for set up. That's all. Now, if it's effective or not, we're not sure because we're not doing troubleshooting and I'm not really sure for now. Maybe firmware problem or something. WPS is for your devices like phone, television. It's not for, for router. Not to connect them.
06:00
Speaker 1
this one router. is doing is just the reset button that I have, right? Do I have to reset the whole thing again? Is that what you're trying to say? Right. Right. So, what to do when you set it up? Can you email me something that I can just go by? Mhm. Mhm. Mhm. Yeah. Yes, at AOL.com. Yeah. Mhm.
07:00
Speaker 2
Yeah, it's the budget. You don't have to reset the whole thing because that's the only one that's not part of the network. It's solid purple. It's ready for setup. Sure. We can do that. I'll email it to you. I'll get the information. You give me five minutes once we end the call and I'll send it to your email. Do you have your email right here? I'm going to confirm this one. that's L U G O 1781.com right? Thank you so much. All right. So what do you want my email? I apologize, go ahead. to reset it in the app.
07:00
Speaker 1
Right. Yeah, I mean, I can, it's just one router. It's not a big deal. It's not a big deal, I'm pretty sure, if it's ready for setup. So, if you just show me the way I can do it, then on the next one, the next set that I buy, I'll have, I'll just have to call you guys and get it, um, redone again the whole thing. Right? What? No? All right, thanks.
08:00
Speaker 2
need with a payment right now, right? am going to put the pay support. you want to do it by yourself right now. correct? No, I agree with you. I agree. all right, well. sounds like a plan then. you have other questions? I'll send it to you.
08:00