V2 Rubric Detail — 5741d64e-6f03-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 12:59
Duration
16m 21s
Contact
Denver Humphrey
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134432
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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (+27.9)

V2 Grader Summary

The agent executed correct technical steps including 5-press pairing and reset procedures for the MX2000, advancing the case toward resolution. However, the call ended without confirming internet restoration, and minor technical inaccuracy about LED states, along with limited empathy and tone adaptation, prevented a full resolution. Ownership and troubleshooting were strong, but experience elements were only partially met.

V1 Case Analysis

Customer reports solid purple LEDs on MX2000 parent and child nodes. Agent verified Ethernet connection, reset child node (10–15 sec), performed 5-press reset on parent. Parent turned solid blue; child remained flashing red. Agent suggested testing Wi-Fi using default credentials but did not confirm result. No warranty discussion, no case created, no escalation or follow-up scheduled.

Troubleshooting Steps
  • Verified Ethernet cable connection between modem and router.
  • Instructed 10–15 second reset of child node.
  • Performed 5-press reset on parent router (MX2000).
  • Observed LED changes (parent solid blue, child flashing red).
  • Suggested testing Wi-Fi using default SSID/password.
Key Observations
  • Agent misheard and incorrectly spelled the customer's name (transcript [02:00]), indicating poor listening and attention to detail.
  • No warranty or support eligibility discussion was initiated, a clear protocol miss for a hardware-related setup issue.
  • Agent never obtained confirmation that internet access was restored or that the child node reached solid blue.
  • The phrase 'lynx spam router' ([15:00]) is a likely ASR artifact of 'Linksys Smart Wi-Fi router' but was not clarified, contributing to communication breakdown.
  • Correctly used the 5-press method on MX2000, which is valid per KB (universal_5press_models.md).
  • Did not follow up on child node status after flashing red — a potential escalation trigger per universal_escalation_guide.md.
Positive Highlights
  • Correctly identified MX2000 model and applied the valid 5-press reset method per KB.
  • Guided customer to verify physical Ethernet connection before deeper troubleshooting, following KB best practices.
  • Recognized solid purple LED as setup-ready state and initiated appropriate reset sequence.
Agent Errors / Gaps
  • Failed to confirm internet connectivity after reset steps.
  • Did not discuss warranty status or support eligibility, violating protocol.
  • Provided unclear phrasing ('lynx spam router') without clarification.
  • Did not escalate or set a follow-up despite unresolved issue and child node flashing red.
  • Repeatedly asked for serial number without explaining why or moving forward when not provided.
  • Did not verify if the child node ever reached solid blue, a key indicator of mesh readiness.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent instructs customer to test Wi-Fi connectivity but does not confirm whether internet access was restored; call ends without resolution verification.
R2 Met Diagnostic thoroughness conf 95%
Agent performs physical check, resets child node, executes 5-press on parent, waits for setup, and guides toward connectivity test — logical and relevant sequence.
R3 Met Correct resolution path conf 95%
Agent correctly chooses full reset and re-pairing path for MX2000 with solid purple lights, consistent with factory reset recovery procedure.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identifies symptom (loss of connectivity, solid purple), asks about prior reset, checks cable, confirms both nodes affected — targeted diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
No additional tools (e.g., remote access, logs) were necessary; agent applied correct physical procedures (reset, 5-press) based on observable symptoms.
T3 Partially Met No misinformation conf 85%
Correctly guides 5-press method and reset duration, but states 'solid purple means ready for setup' — contradicts KB which defines solid blue as ready state.
Communication
C1 Partially Met Clear & professional language conf 80%
Provides step-by-step guidance but has unexplained silences, abrupt transitions ('Hey, let’s work again'), and lacks initial framing or summary.
C2 Met Confirmed understanding conf 90%
Uses clear, simple language ('press and hold', 'wait 3–5 minutes') and avoids technical jargon; appropriate for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Takes full ownership: stays on call, performs complete reset process, does not transfer or disengage despite customer confusion.
O2 Met Proactive follow-through conf 90%
Clearly outlines next steps: reset child, perform 5-press, wait for blinking, observe color change, then test Wi-Fi — with implied timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact, so continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue is resolvable at L1 via reset and re-pairing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent does not explicitly acknowledge frustration or express empathy, but remains polite and solution-focused; customer does not express anger, only confusion.
X2 Partially Met Tone & rapport conf 75%
Agent maintains consistent pace and structure, but does not adjust delivery to customer’s pauses or confusion; tone is procedural but not dismissive.
X3 Partially Met Overall experience conf 70%
Customer repeats information (e.g., cable status), but agent uses it to confirm understanding; resets are necessary steps, though could be better coordinated.
Call Transcript21 turns · 26 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.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, Press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, Press 2.
00:00
Speaker 1
Yes. My name is Denver Humphrey and I've lost connectivity with my modem with the router, the Linksys router. And I'm dealing with a purple light. Think it may be, yes. I am. First name is Denver.
01:00
Speaker 2
Please press eight. 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. [silence] Hi, thank you for calling Linksys. This is Regina. What I help you today? And is this your first time calling us for support, sir? And are you calling from United States? And can you please spell it for me, your first name and last name?
01:00
Speaker 1
D E N V E R. Last name is Humphrey, H U M P H R E Y. Denver, yes, D E N V E R. No, Humphrey, H U M P H R E Y. five zero two five four two seven two one nine. M A C A Y L A zero one.
02:00
Speaker 2
[DOWNWEIGHT] okay so your first name is D for Edward N for Edward E for Edward R for Robert Denver and your last name is Hunter H U N E for Edward R for Robert R for Robert I E for Edward E for Edward J Q for question M for Mary M for Mary E for Edward M for Mary B E for Edward R R for Robert Y for yellow okay so let me just type that
02:00
Speaker 1
msn.com. it's a net mesh uh wait on a second. it's a model number mx 2000. just one uh i have a parent node and the uh math the child node. uh just one. uh serial number is.
03:00
Speaker 2
how many links is routers do you have in total, sir? And how many links is routers do you have? So how many child nodes do you have? Okay. So you have two links is routers in total. Can you please provide a serial number of the main router? [silence]
03:00
Speaker 1
is
04:00
Speaker 2
Okay. Can you tell me the reason why it turns to solid purple? Did you attempt to reset your linksys router before calling us for support? So what is the light indicator for the child? Note, it is also solid purple.
04:00
Speaker 1
I'm back now. Hang on a second. I've got a place. If I had a place to plug this. Okay.
06:00
Speaker 2
Okay. OK, so it's booting up. Okay, so while waiting for the child mode set to boot up, let's first check your physical connection. So make sure the ethernet cable is properly plugged in from the modem to the internet port of the main.
07:00
Speaker 1
It's secure and wired, both ends. It's blue. Over Flash and blue. On the shallowed mode. Uh, huh. All right. I just searched. And
08:00
Speaker 2
I mean router. Okay. And what is the light indicator of the child node? Flushing. Okay. I'm. Please. Kindly press and hold the reset button of the child node sir for about 10 to 15 seconds. Yeah. You really need to reset the other router since you reset the main router. We really need to set up your linksys devices again. Hey, let's work again.
08:00
Speaker 1
<<start-of-transcription>> [silence] Thank you. Um, uh, uh, vote. Uh yeah he out of second Yep they're both purple. Preston release five times
10:00
Speaker 2
Denver. So your links to routers are both solid purple now, which means it's ready for a setup. Okay, that's good. So kindly press and hold, sorry, press release the reset button of the main router five times within five seconds. Yes.
11:00
Speaker 1
All right. That's flashing, so It's blinking yes. All right.
12:00
Speaker 2
okay so the main router start blinking okay that's good it seems it setting up so kindly observe and wait three to five minutes air for the other node to start blinking for the setup process so let me know once the your blue changing to solid blue or solid red
12:00
Speaker 1
Okay. Looks like we've got solid blue. Uh, flashing red.
13:00
Speaker 2
Okay, keep on observing it. How about the child nodes? Okay, it's setting up. So keep observing it. [silence]
13:00
Speaker 1
It is. Run that by me again? [silence]
14:00
Speaker 2
Okay, so the main router still solid blue. Okay, can we try to connect a device or two the Wi-Fi name and Wi-Fi password labeled on the bottom of the main router to verify if we're able to go online? Yes. So, on the bottom of the parent node, there's a default Wi-Fi name and password. So, since we You reset the main router, so all the configurations have erased and you will really need to start from the beginning to set up your lynx spam router. So this time, since we successfully set up your parent node, try to check if you can access the internet. [silence]
14:00