V2 Rubric Detail — 4fb97b16-70a2-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 14:29
Duration
23m 2s
Contact
Elizabeth Scadden
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134764
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+15.7)

V2 Grader Summary

The agent correctly diagnosed the MX6201’s LED state, applied the valid 5-press reset procedure, and guided the customer to reconnect using the password on the label, culminating in confirmed internet access. Despite minor communication lapses, the issue was fully resolved using appropriate, KB-aligned steps.

V1 Case Analysis

Customer reported MX6201 not connecting post-outage. After serial verification, agent guided 5-press reset. LED turned solid white and internet confirmed via browser test.

Troubleshooting Steps
  • Verified model (MX6201) and serial number (58W10M21E02512).
  • Guided customer to connect to the default Velop setup Wi-Fi network.
  • Instructed 5-press reset on the router's reset button.
  • Confirmed LED status (solid white) and verified internet access via browser test.
Key Observations
  • Agent initially misidentified the default setup SSID as 'develop setup' instead of 'Velop' (08:00), causing customer confusion.
  • Agent correctly applied the 5-press reset method for MX6201, which is supported per KB (universal_5press_models.md).
  • Customer successfully connected to the correct 'Velop' network and completed reset, confirming internet access.
  • Agent provided ambiguous reset instruction: 'press five times, then five seconds' (11:00), which could be misinterpreted.
Positive Highlights
  • Collected and recorded the router's serial number (06:00), fulfilling protocol requirement.
  • Correctly identified the need for a 5-press reset on a Cognitive Mesh model (MX6201) per KB (universal_5press_models.md).
  • Confirmed internet connectivity by having the customer load a website (17:00), validating the fix before closing.
Agent Errors / Gaps
  • At 08:00, incorrectly told the customer to look for a Wi-Fi network named 'develop setup' instead of the correct default SSID 'Velop' for MX6201.
  • At 11:00, gave ambiguous instruction: 'press five times, then five seconds' — the KB specifies five quick presses without a time delay after.
  • Attempted to read back a garbled phone number (08:00), which was not useful and caused confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet access: 'I got the weather... the light is white... should be good to go.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through serial lookup, 5-press reset, Wi-Fi connection, and online verification.
R3 Met Correct resolution path conf 96%
Correct path: 5-press reset for MX6201 (valid per KB) and use of label password for setup.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Identified symptom (LED behavior), asked for model/serial, determined need for reset.
T2 Met Appropriate tools / resources used conf 94%
No tools beyond KB knowledge were needed; agent correctly applied 5-press and LED guidance.
T3 Met No misinformation conf 97%
Correctly instructed 5-press (valid on MX6201), accurate LED meaning (white = online), correct use of label password.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent lost control during long silences and said 'Start over. Sorry, who’s that?' causing confusion.
C2 Partially Met Confirmed understanding conf 83%
Used unclear phrasing ('develop setup') and did not confirm understanding when customer misread 'Velop'.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case throughout, no transfers, completed resolution.
O2 Met Proactive follow-through conf 97%
Gave clear next steps: connect to Wi-Fi, test internet via browser.
O3 Not Applicable Closure confirmation conf 100%
First contact, no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Polite but minimal empathy; did not acknowledge customer’s stress over outage and reset.
X2 Partially Met Tone & rapport conf 82%
Tone was neutral but failed to adapt when customer struggled with network name and LED status.
X3 Met Overall experience conf 94%
Avoided repetition, guided directly to solution without unnecessary steps.
Call Transcript30 turns · 34 lines
Speaker 1
Hello. Hello. Can you hear me? Hello. OK. I'm going to turn the volume up. This is very low. OK. Uh, yes, I have a question about my
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, please press one now. For out of warranty products, paid support may be available. Please have your device's 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. Right, thank you so much for calling Linksys. This is Joss. I can help you. Yes, hello. Yes, hello. Yeah, I can hear you. Can you hear me?
00:00
Speaker 1
Linsky, uh, Wi-Fi. The model number is 03779199. Okay, then I have M- I have then I have MX 6 2 0 1. Well, I think my Wi-Fi got fried last night, but I'm not sure because the light comes on. But is the light supposed to be blue or green if it's working properly? Oh, solid white. Oh, I thought it was solid blue. And right now, it's blue. [silence]
01:00
Speaker 2
Okay. What's a month number? Okay, that's not the model. Can you try to look underneath and um look for the uh model? or serial number? Okay. [silence] So what's your question about this router? If it's working and it's online, it should be solid white. Yes.
01:00
Speaker 1
okay. Press the reset button. No, I haven't done anything. I know I haven't done anything, but I can. The light indicator is blue. When it was working, I didn't look at it long enough. It's back here behind the computer, so I didn't see it. But we had an outage last night, so then I wanted to reset it. I can right now. I believe I did, and now it's turning red. [silence]
02:00
Speaker 2
uh, please.
02:00
Speaker 1
No, no. Do I do that now? No, the light is It's solid blue. Okay, hold on. I have to put this down. Okay, [ silence ] it is MX6201. Okay. ooooooh, where do I find the serial number? I'm sorry.
03:00
Speaker 2
Before you can contact, did you press the reset button already? okay, can you try to, what is a light indicator? No. Is it all red, blue, okay, can you provide me with the serial number of this now, please? Okay, that's the model number. I need the serial number. It's underneath the device. I believe it's labeled as AN or ASN.
03:00
Speaker 1
Hold on, I'm trying to see, I've got a magnifying glass because this is tiny, tiny. Um ... I've got ... p-packing slip number, I've got customer number, I've got ... order number, no, no, no, I know. I'm looking at my receipt. Oh. At the bottom of the router? OK, hold on. I'm going to try to put it here, so it doesn't tip over.
04:00
Speaker 2
or there's no order number at the bottom of the router ma'am okay you should not look at a receipt because it will not be printed in there you look underneath the router
04:00
Speaker 1
okay, serial number. Okay, here we go. 5, 8, W 1, C M let me go get a flashlight. I can't see that number. hold on. Can you hold on? Ma'am? Hello? okay. okay, i'm back. okay, the number is 58W10M21E02512. our service provider is, uh, Bresnan? Bresnan, B-R-E-S-N, also known as Charter. how many devices?
05:00
Speaker 2
Start over. Sorry, who's that It's a subject device you have in total. How many links that device you have
06:00
Speaker 1
Uh, one. Yeah, only this one. Yeah. My name is Elizabeth Scaddon. Yeah, Scaddon. S-C-A-D-D-E-N. Correct. S-L-A-L-E-E-Z as in Zebra at L-E-E-Z Bresnan,B-R-E-S-N-A-N.
07:00
Speaker 2
Elizabeth ScaDden. a s attacking set me all busy anywhere m to confirm your phone number. That's going to be 970,09d 4, um, 1364. t comprise. Can you try to go through the Wi-Fi settings of your phone and try to look for a Wi-Fi name that starts with develop setup. develop setup 057. You go to the Wi-Fi settings of your phone. Look for the Wi-Fi name.
07:00
Speaker 1
uh okay uh uh okay says develop okay let me see okay velup oh valop velup velop oh velup zero five seven says velup velup velop zero five seven it's not showing up on my phone
09:00
Speaker 2
Yeah. Did you find the network? Go to the available networks. No, do not search it, okay? Just go to the Wi-Fi setting. Yes. It will be one of the available networks. Yes. Where are you, uh, where did you find the network? B
09:00
Speaker 1
I'm on my television my cell phone right now. And I spell V E L O P 0 5 7, correct? I did it on my search of my Google, correct? Oh, okay, hold on. [silence]
10:00
Speaker 2
Which settings on the phone?
10:00
Speaker 1
So do I go to Wi-Fi? Call me? OK. Wi-Fi. I'm there. OK. I've got Vellup set up 58A. Uh-huh. I have it. [silence] A reset button. Hit it five times.
11:00
Speaker 2
No, not Wi-Fi calling, it should be Wi-Fi, just like how you connect the Wi-Fi man. Okay, well, if that's the case, let's try to set up the the node then. On the on the physical device, and the reset button, you press, you press it five times, then five seconds. Yes, so press, release, one, press, release, two, press, release, three, press, release, four, and press, release, five.
11:00
Speaker 1
Okay. It's done, but it it oh, it is white now. Wait a minute. It's blinking. Hold on. It's blinking, blinking, blinking white. It's still blinking white. Is that okay? Blinking? It's still blinking. I don't remember it to be blinking white. Oh, okay. Thank you. I thought it had died. I was worried.
12:00
Speaker 2
Okay, is it done? Okay, observe the light indicator. [silence] it's rebooting ma'am, so just wait.
12:00
Speaker 1
OK, it's solid white. It's solid white, ma'am. On my TV? OK. Do you want to walk me through it? Oh, on my phone. Oh, OK.
13:00
Speaker 2
Okay. Well, if it's solid white, you connect to the Wi-Fi, uh, Velop set up. Yeah. Uh, no not, not on your TV. Um, it's on your phone.
13:00
Speaker 1
auto-re-connect it's already on just tap it again it's asking me for a password What password oh okay underneath the underneath the router I have to give Yeah yeah yeah hold on I got a my magnifying glass and hold on Oh sheesh Zero three y y Zero three y y H two
14:00
Speaker 2
You connect to the net work Okay, here's a password it's underneath the router. A router member, a password there Yeah, the link senses the device.
14:00
Speaker 1
H two. TJ the password? Okay, now I'm going to type that into the phone or correct? Okay. How can I tell if it's a zero or all? Must be a zero. three Y Y H G W E I. Okay. So now what do I hit? Okay, it says it's thinking. Okay, now it says on. Oops. It's still thinking. [silence] Okay, it stopped. So should it be ready? It says on. current net- I'm sorry? It says current network connected. So do I go to the TV? well, it takes forever for my TV to come on, my computer to go on. What I'm trying to do. What do I hit? Okay.
15:00
Speaker 2
yeah we're able to connect is it stay connected now type to check if we can go online it should say there should be a checkmark or it stays connected okay well just in case try to check if you can go online now just check it on your phone to confirm if it's online open browser try to browse random website try to search something on your phone
17:00
Speaker 1
I got the weather yeah the light is white so I need to mark myself light is white, is white when uh okay thank you very much no, no I hope not I hope this works thank you bye
18:00
Speaker 2
Okay, well, if that's the case, it should mean that the router is already online, for your to B, you can connect it to the Wi-Fi. And yes, yeah, that should be good to go. You're welcome, ma'am. Thank you so much. Uh, I mean, you're welcome and thank you for your time. Do you have any other concern? Okay, you're welcome. Thank you for your time. Bye bye.
18:00