V2 Rubric Detail — 58a085fc-7724-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 21:15
Duration
16m 13s
Contact
Thuy Huynh
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135853
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no Wi-Fi connection
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (B) by refusing free technical assistance solely due to out-of-warranty status, contrary to Linksys OOW best-effort policy, and pushed paid Connex service instead of performing basic troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp2.86/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the Wi‑Fi issue and provided no systematic troubleshooting, incorrectly cited out‑of‑warranty status to deny free help, and offered only paid service or email guidelines. Technical inaccuracies and lack of tool use further compounded the problem, resulting in an unresolved case with ownership and effort reduction gaps.

V1 Case Analysis

Customer reports Wi-Fi not working on MX5300 (solid purple LED); Ethernet works. Agent confirmed out-of-warranty status, offered to email troubleshooting guidelines. No resolution achieved during call.

Troubleshooting Steps
  • Confirmed solid purple LED status on MX5300
  • Verified Ethernet connectivity works
  • Suggested power cycle (already attempted by customer)
  • Confirmed connection point (router, not modem)
Key Observations
  • Agent did not guide the customer to access the router's web interface (192.168.1.1 or myrouter.local) to resolve the solid purple LED or check Wi-Fi settings.
  • Solid purple LED on MX5300 indicates the router is in setup mode or not fully configured; this requires web UI access to complete setup.
  • Agent did not verify Wi-Fi settings (SSID broadcast, password, channel width) despite Wi-Fi failure.
  • Agent spent excessive time on serial number collection and customer name/email, delaying troubleshooting.
Positive Highlights
  • Correctly identified that a solid purple LED is abnormal for an MX5300 (should be solid blue after setup).
  • Acknowledged customer frustration and offered self-help material.
Agent Errors / Gaps
  • Failed to guide the customer to access the router's web interface (192.168.1.1 or myrouter.local) to resolve the solid purple LED or complete setup.
  • Did not verify Wi-Fi settings (SSID broadcast, password, channel width) despite Wi-Fi failure.
  • Did not recognize that a solid purple LED on an MX5300 requires setup completion via web UI, missing a critical troubleshooting step.
  • Prematurely offered paid support without performing standard Wi-Fi diagnostics or guiding the customer to resolve the LED status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the Wi‑Fi issue; only offered to send guidelines or sell paid Connex service.
R2 Not Met Diagnostic thoroughness conf 96%
Agent performed no systematic troubleshooting (no power‑cycle walk‑through, no Wi‑Fi settings check, no router UI verification).
R3 Not Met Correct resolution path conf 95%
Agent cited out‑of‑warranty status as reason to deny free help, contrary to OOW best‑effort policy; did not follow proper resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (solid purple LED, Wi‑Fi not working) and asked for model/serial number, but did not ask deeper diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, router UI, logs) were used even though checking the router status would be required.
T3 Not Met No misinformation conf 97%
Agent made materially incorrect statements: claimed MX5300 should show solid blue when online (KB led_mesh_system_identifier.md states Intelligent Mesh/MX5300 is solid white when online) and wrongly asserted OOW devices get no free support (Rubric v3 OOW standard).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call moving but gave vague transitions, long silences, and did not clearly set expectations for next steps.
C2 Partially Met Confirmed understanding conf 87%
Agent used basic language and some empathy, but did not fully adapt to the customer's confusion or repeat instructions for clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent shifted responsibility to a paid service instead of taking ownership to resolve the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to email troubleshooting guidelines but gave no timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent said, 'Sorry to hear about your Wi‑Fi disconnection sir' and used polite language throughout.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a consistent formal tone but did not fully match the customer's frustration or pace.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and model multiple times; agent did not streamline the process or reduce effort.
Call Transcript30 turns · 30 lines
Speaker 1
I have problem, am um, since yesterday. I, um, I know I have internet connections. So router, um, the ethernet cable that connected to the computer is working, but the Wi-Fi is not. And the light on the router, and it's just stay purple, all tape. So, I not sure what going on. Yes. Okay. Um,
01:00
Speaker 2
I see so your router light is showing a solid purple light is that correct? Sorry to hear about your Wi-Fi disconnection sir but we'll look onto that but I need to have the serial number first of your Linksys router.
01:00
Speaker 1
Give me a second. Okay, uh, zero number three two Ants and Betsy, one, zero, Mary, three one, Boy 1.0, 8.41. Yeah. 841, yes. Um, I have, um, one, one big one and one small one.
02:00
Speaker 2
[silence] I'll alright I'll repeat again the serial number is 32 and for Nancy 10 M for Mike 31 B for boy 10 84 1. Is that correct? [silence] All right let me check first uh do you have only one lynchess uh router? [silence] Or product? [silence]
02:00
Speaker 1
[silence] Correct. [silence] The model the model number is MX 5300. [silence]
03:00
Speaker 2
the uh the big one uh this serial number you provided to me is the big one. mm-all right let me check first so the serial number you provided to me is there is its model number is F5 Z 090 7. is that correct MX 5300 all right.
03:00
Speaker 1
Twee Wynn. T as in Tom, H as in Henry, U as in Unicorn, Y as in Yellow. And my last name is H as in Henry, U as in Unicorn, Y as in Yellow, N as in Nancy, H as in Henry. Yeah, Tweet.
04:00
Speaker 2
OK, I'll create, for sell, record for you, sir. May I have your name? Uh, can you spell your name, sir? I see. Uh, how do you pronounce your name? Again? to it. to me. to me. Oh. Right, three uh, your email address can you provide it to me?
04:00
Speaker 1
Aw. One. The other one is a small one it it just, it's connected like a nest, but, you know,
05:00
Speaker 2
All right, thank you. The MX5300 model of your Linksys product, there are two of them or one only one? That is one. And the other or Linksys product you have what model is it? Is it part or connected to this? [silence]
05:00
Speaker 1
Well, it it's just like a extender. That's it. Yeah. Yes. yeah. yes. Victoria. What? You know, I you know, I haven't I have I Have never had the problem. I had this router for a while and it's always been working. It just just I just start doing this.
06:00
Speaker 2
5300, you have, or is it a separate, extender, I think. Okay, that's fine. Alright, so the main issue is this MX 5300, or your main router, that's showing a solid purple light, okay? Now, Troy?, I have to ask you, who's your internet service provider? Spectrum. Alright, thank you, Troy. Yes. Oh, yeah, because your router is showing a solid purple light, and that's not the light that your router should be showing.
06:00
Speaker 1
Yeah, I'm Yeah. So, the weird, the weird thing is, the ethernet cable works. So, when I plug in my computer to the ethernet cable, the router works, but the Wi-Fi is not. So that, so, you know, they have full port for the ethernet cable, right? those if you if I plug in my computer to the ethernet cable, it works. I I can go online, but the Wi-Fi doesn't work.
07:00
Speaker 2
it should be showing a solid blue light. But you mentioned that it is showing a solid purple light and oh our system shows that Uhmm... He could confirm where do you connect your computer? Is [silence]
07:00
Speaker 1
Yeah, but yeah, but my computers working. That's, that's weird. I can, I'm, I am able, I am able to go online, uh, and, and, and, and I'm on the internet. But, you know, um,
08:00
Speaker 2
[silence] issue to your router or to your spectrum modem. So, your router itself, your computer hardware, you can connect to internet. Uh, that's weird because your uh a system shows that your MX5300 status is showing offline. So it's not connected or online. uh Uh. yeah. I would just want to make sure toy if your computer is connected to your rotor or if it's connected to your spectrum modem.
08:00
Speaker 1
No, to the router. Yes, but but like I said, it work. The Ethernet works. Because... yeah. None of my devices at home, um, I I have stuff connected to the Wi-Fi, and none of um works. Yes. Silence, I'll let you from the a world of woos. Yeah, it's ready for/z where you can live for free. Yes./ where.
09:00
Speaker 2
the router itself, but you mentioned that your router is showing a solid purple light. And may I know or how do you confirm that your Wi-Fi doesn't work? Is it, your, your phone cannot connect to it? Or your, okay, okay, let's just uh use your phone. Uh, when you connect it to your Wi-Fi, uh, I think the name of your Wi-Fi is Belopoin, your last name. And when you connect to that Wi-Fi name, uh, it'll just.
09:00
Speaker 1
[silence] Cannot connect. I did I did that many time. I power everything off. Yeah. I also tried the reset button. Nothing works. Yeah, I I did that too. So at first I just I just unplug it and then I I wait for a little bit and then I plug it back in. So when I plug it back in, it [silence]
10:00
Speaker 2
It says connected but no internet or does it say cannot connect or cannot join it cannot connect? Mm-hmm. Okay, uh, let's do uh, I think the best way to resolve your issue is to do a power cycle on your router and your. Mm-hmm. Uh-huh. So you have pressed the reset button on your router. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
10:00
Speaker 1
yes yes I'm online right now as we speak. Yes
11:00
Speaker 2
uh uh before OK can you open your computer now and access your internet to confirm that you really have uh you're really connected to your on your computer uh because uh because it's unusual that your router is showing a solid purple light uh its status in our system is showing that it's offline [silence].
11:00
Speaker 1
So, No, it's not. You know, the modem only got one internet wire. So, I connect that one to the router, you know, that yellow color coded one. So, I connect that one, and then my computer connected, you know, using the ethernet, and everything works. But the, the- like I said, only the Wi-Fi is not working.
12:00
Speaker 2
But your computer can't connect to Internet. So I'm wondering if maybe your computer is also connected to your spectrum modem. Maybe that's the reason why your computer should access OK. Qвинн? [silence] OK. All right. So we'll do some troubleshooting steps with regards to your Wi-Fi connection. But before we proceed to that, I have to inform you that your Linksys router. [silence]
12:00
Speaker 1
Okay. Really? Sure. Yes.
13:00
Speaker 2
[silence] is already out of warranty. [silence] So I cannot provide you free technical assistance, but if you want me to walk you through the steps on how to troubleshoot your router, you will have to apply for the paid Connex service. [silence] If you don't want to pay, oh, [silence] I can just send you the guidelines on how to troubleshoot the connectivity issue, Wi-Fi connections problem you have. I can send the guidelines to your email so that you can read the instructions on how to do some troubleshooting steps with regards to your Wi-Fi connectivity issues. [silence] You're fine with that? All right.
13:00
Speaker 1
The Ethernet is working, but the Wi-Fi is not.
14:00
Speaker 2
[silence] If only your computer can connect or access your internet, your other devices cannot connect. So, I think maybe you have to do some changes on your Wi-Fi settings or do some configuration on your Wi-Fi connection because maybe your Wi-Fi is turned off or it's not being broadcast. That's why you cannot connect to your Wi-Fi. [silence]
14:00
Speaker 1
Okay, thank you. Okay. Thank you. Okay. Bye. [silence]
15:00
Speaker 2
if you've find some trouble understanding the guidelines that I'll be sending to your email, okay? and alright thank you for calling Linksys, Rosanna and just check your email for the guidelines I'll be sending. It may take a few while as I'm creating a record for you and yeah. Alright, thank you. And once again this is is. Take care, have a great one. Bye. [silence] uh we have our AI-gen Linksys aid. [silence]
15:00