V2 Rubric Detail — 58cf2610-60f3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 15:29
Duration
37m 25s
Contact
Claude Stolkowsei
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132419
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall27.7% (-32.3)

V2 Grader Summary

The agent attempted limited troubleshooting but provided a materially incorrect reset instruction for the MR9600 model and failed to resolve the setup or warranty issue. While showing empathy, the agent did not reduce customer effort or establish clear next steps, resulting in an unresolved case. No critical compliance failure occurred, but technical accuracy and ownership were significantly lacking.

V1 Case Analysis

Customer successfully set up MR0 router after initial delays. Agent confirmed WAN connection, guided through Wi-Fi setup using temporary SSID/password (Linkus setup 836 / 7aQXPAZW1G), and verified internet access on computer and TV. Support provided as goodwill despite out-of-warranty status.

Troubleshooting Steps
  • Confirmed WAN cable is plugged into internet port on router.
  • Observed LED status (changed from red to solid blue).
  • Performed 5-press reset (without model verification).
  • Connected to temporary Wi-Fi network using setup credentials on device label.
  • Verified internet access by loading a website on computer.
  • Connected TV to same Wi-Fi network using setup credentials.
Key Observations
  • Agent incorrectly assumed MR0 was a Cognitive Mesh (5-press) device without verification.
  • Over 20 minutes spent on receipt/email collection before meaningful troubleshooting began.
  • Customer confirmed internet working on both computer and TV by end of call.
  • Agent waived paid-support fee and provided full setup guidance as goodwill.
  • No case number was created or referenced during the call.
Positive Highlights
  • Remained patient and empathetic with a nervous, elderly customer experiencing stress.
  • Successfully guided customer through full router setup process after pivoting from documentation collection.
  • Confirmed internet functionality on multiple devices (computer and TV).
  • Provided goodwill support by waiving $15 fee for out-of-warranty device.
  • Used simple, clear language appropriate for a non-technical senior user.
  • Confirmed resolution by verifying website load and device connectivity.
Agent Errors / Gaps
  • Did not verify product model before giving 5-press reset instruction (MR0 is not a Cognitive Mesh device; correct method is 10-second hold).
  • Provided incorrect reset procedure that does not apply to MR series routers.
  • Spent excessive time (00:04–00:23) on receipt collection before addressing core setup issue.
  • Failed to confirm warranty status via lookup; relied on assumption.
  • Did not create or cite a HappyFox case number.
  • Gave ambiguous LED interpretation (initially called solid red, then accepted 'pinkish blue' as solid blue without correction).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
The router was not fully set up; the customer remained unable to send the receipt and the device was still showing a solid red light at the end of the call.
R2 Partially Met Diagnostic thoroughness conf 85%
The agent asked the customer to check the internet cable and attempted a 5-press reset, which constitutes basic troubleshooting, though it was misapplied and not followed through.
R3 Not Met Correct resolution path conf 92%
The agent incorrectly assumed the device was out of warranty and introduced a $15 fee without verifying purchase date or offering best-effort support, violating OOW standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
The agent identified the solid red LED and asked about cable connections, showing some diagnostic intent, but failed to confirm model or root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin page, remote diagnostics, model lookup) were used; the agent relied solely on verbal description despite the need for model-specific guidance.
T3 Not Met No misinformation conf 95%
Agent instructed a 5-press reset, which is invalid for MR series (MR9600); correct method is 10-second hold — this is a materially incorrect instruction.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent acknowledged difficulty and offered one-time help, but long silences and lack of structured flow show weak call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language at times and showed patience, but did not consistently adapt to the elderly caller’s pace or confirm understanding of key steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent offered to help despite warranty status, showing willingness to own the case, but shifted receipt submission burden entirely to the customer.
O2 Not Met Proactive follow-through conf 93%
No clear timeline or ownership was given for receipt submission; 'figure it out later' is not a defined next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent expressed understanding of the customer’s difficulty and offered free support, showing empathy, though the interaction remained transactional.
X2 Partially Met Tone & rapport conf 80%
Agent showed patience and reassurance, but did not adjust communication style sufficiently for an elderly, nervous caller struggling with tech steps.
X3 Not Met Overall experience conf 94%
Customer repeated information multiple times and struggled with email; agent did not offer alternative (e.g., photo upload via web) to reduce effort.
Call Transcript60 turns · 67 lines
Speaker 1
Hello. I hope you can. I'm 80 years old. I just received my daughter granddaughter brought me a new
00:00
Speaker 2
Welcome to link sys 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. Now, we'll go to out of warranty. Out of warranty, paid support option may be available depending on the issue. We call and issuance is in your account.
00:00
Speaker 1
New Router and I'm having trouble you know, I use my cell phone and um I'm having trouble um I can tell you where the problem is you want the number the uh the model number and everything from it okay, so Just serial number is it looks like 5D-0um10M, 15D 0-2-04-7 Does that sound right Um Where did I find the model number Um [silence]
01:00
Speaker 2
Yeah, we can start with the serial number and model number. Yes. What's my number? At the bottom of the unit.
01:00
Speaker 1
There's a. Recovery key, password, name, mac address, WPS. No? I think it's a, I think it's, I'm sorry, bear with me young man. I'm, I'm very nervous. I just had a heart attack a couple years ago and these kind of things really get me going. It's an Axx2200. Does that sound right? No. No, that's not. That's not the model number? Okay. Is it on the box somewhere? Oh, okay, I'm sorry. All right. So, let me tell you where I'm at and maybe you can help me, okay? Are you there? All right.
02:00
Speaker 2
no that's not it uh that's okay I got the model number here so m r zero and now don't worry about that I get the model number like I said don't worry about that I got the model number [silence] sure
02:00
Speaker 1
It's very difficult for me because I'm not computer. OK, so I did, I did, it says, do you want to complete setup? All right. So it's asking me, look under the, take note of the Wi-Fi name and password. So I, I have that in front of me, you know. Then I hit, go to settings. Find it in your app drawer or take a shortcut. What are they saying? So how do I? OK, thank you. Sure, thank you Claude.
03:00
Speaker 2
Yeah. It's just telling you to connect to your Wi-Fi. All right, so you got me in the line here. Let me got that information. What is your first name and last name so I can create a rekord for you?
03:00
Speaker 1
[silence]
04:00
Speaker 2
That all right. That I think is our old phone number. I mean, hotline number. But that no longer exists. So just the correct one number. But you said this is a brand new one. So I just need the receipt to update the word.
04:00
Speaker 1
[KEEP_UNCERTAIN] I have the uh the receipt. Um let me it came to me my daughter it came through um let me see. It's on the box here. Um I have the um the I can give you that they'll just take a second. It came from a company called bear with me um it's going to take a second. Um.
05:00
Speaker 2
Do you have the receipt so I can update the warranty? Sure. [silence]
05:00
Speaker 1
So, it was called sold by VIP. V-I-P-O-U-T-L-E-T. I'll repeat it to you. V as in Victor, I-P-O-U-T-L-E-T. VIP outlet. You want the order number? Well, I don't have a copy of the receipt. I I'm getting it off of my phone. Okay, well, bear with me for a second, okay? Um.
06:00
Speaker 2
Zero zero four seven. Zero zero four seven. Zero zero five eight two one three. Uh, not the order number, but I need a copy of the receipt. So I need your email so I can send you an email, reply to that with a copy of the receipt. All right. That's a copy of the receipt then. So just a screenshot that and then send it to me.
06:00
Speaker 1
think I know how to do this. Okay. all right. Now, I'm going to have to get a pen and pencil to email it to you. Okay? Hold on one second. because I don't have the the the pencil in front of me. I'll tell you, this has been a nightmare to be honest with you. I have Spectrum internet, you know, and I've been having trouble and they told me it's my router and then this week, they they came on the street and we were without internet for a whole week. I mean, for a whole day and they said they updated it and now my TV works fine with the router I had, but since I got the new one, the old router was about five years old Well, so, I figured it's time for my granddaughter to get me another one. Okay. So, what what what address do I send this to you? Hold on one second. You still there? Hello? Hello? Oh, so how do I do that? Oh, c-a-b-b-i-Claude. It's cabbyclaw at gmail.com so it's spelled C as in cat, a is in Albert, b is in ball, B as in boy, I is in Indiana, Claude, C-L-A-U-D-E, one word, at gmail.com.
07:00
Speaker 2
Oh, yeah, sorry. I was just fixing my headset here. So yeah. Give me your email instead, and I'll send email your email. Reply to that with a copy of the receipt. Receipt, or attach the copy of it. What's your email?
08:00
Speaker 1
Uh, spectrum. So what do you want me to do now? Do I need to get the email, your email? Okay, hold on. Okay, let me, well, that, hold on one second, all right? I'm going to have to do that one more time. Okay. So, I screenshotted it, but where do I, when I screenshotted it, do I put it to my Gmail? Is that how I do it?
09:00
Speaker 2
Got it. And who's your ISP? Just to, to verify. Okay. No, you just need to reply. I'm going to send you a message through email and then, and then check your email if you receive it. I'm sending it now. And that's done. You can check your email and then attach the copy of the receipt. Okay. Okay. You just need to click attach image. And you're. [silence]
09:00
Speaker 1
[KEEP_UNCERTAIN] Okay, okay, you know, I could send, if you gave me your email, I could send it to you right now, because I, it says cabby, comma, and then I could send it to you direct, couldn't I? Yeah, you know, I have that. Okay. You know what, I'll check the email, see if we can do it that way, all right? I'll I'll do it your way. And please, you know, bear with me for a second, because what I'll do is I'll check to see if I received it. And if I did, yeah, Linx support, I have it here. I hope you're doing well. This is Gerald from Linx. Okay. Alright, so it says Um I'm sending you All right, so I don't know how I would. uh Uh Uh
10:00
Speaker 2
and then it will prompt you to a file or to your gallery, then select the email, I mean the, photos, I guess, we can do that too, one second, let me just check our email here, No, we can, one second.
10:00
Speaker 1
[KEEP_UNCERTAIN] You know what, how do I... It looks... I'm saying to you the receipt now, but how do I get to that receipt that was on the previous page? You know what I mean? [silence]
11:00
Speaker 2
I see. Yeah, hold on one second.
11:00
Speaker 1
[KEEP_UNCERTAIN] Hello. Hello? Okay. Well, you know what? I don't Gmail, yeah. I have it says screenshot here. Um I'm wondering if you see. Um if you give me your email, I can send it to you. I figured out how to do it without I can't figure out how to do it with that email you sent me, Gerald. Customer.
12:00
Speaker 2
Yeah, I'm just checking. One second. That's not usually our support since your email, we support router but I'll figure out one second. And now you can attach it. Your email is gmail, right? Hmm. hmm, all right. How about you send it to customer support atLinksys.com?
12:00
Speaker 1
S-U-P-P-O-R-T, right? S-U-P-P-O-R-T? Customer support? Yeah. At linsis, I'm going to put you in my will, young man. I'm going to leave you all my bills. How's that sound? I'm sorry. I shouldn't be that. Okay. Let me, um,
13:00
Speaker 2
Correct. Yeah. All one word. Yeah, but don't forget the customer. The customer support at Linksys.com. Hello. [silence] [silence] [silence]
13:00
Speaker 1
It's all one word, right? Customer support. Linksys dot com. Okay, it looks like I got it. Let me see if it's going to go. Customer support at Linksys.com. Alright. So how, I know you you got it. [silence] [silence] [silence]
14:00
Speaker 2
All right. Yes. Mm-hmm. Mm-hmm. We don't want to check on that. Just confirm if you already sent it. [silence]
14:00
Speaker 1
Yeah, I did. Um, you know what I'm going to do? I'm going to check on my sandbox, you know, make sure that it went. Yeah. Oh man, nope. Um,
15:00
Speaker 2
you did? okay let me look it up okay it seems like it's not here
15:00
Speaker 1
was this sent. I'm wondering. Can I, I'm thinking. Can I take a picture of it again? You know, in my, I. Let me, uh, so we're not going to be able to go forward on this, right? So now I'm in real trouble. Um, no, it's a Android. What's that?
16:00
Speaker 2
Is your phone an iPhone? What, what? You Android, I, you know how to share a photo? Do you know how to share a photo? Like you, you just go to your gallery, there's an option share, and then there's an option select, I mean option to select, select your,
16:00
Speaker 1
you know what, I'm gonna do is I'm gonna take another picture of it, okay? Um, let me, well, let me go back to it again. Um, maybe I can, I'm getting, I'm gonna go to, to take another picture of it. OK, I'm I'm almost there, you know, um, I think you got that, you want me to say it again? you know, just, just, just, I'm just playing around with this damn thing, and I'm gonna, I'm gonna try to what, just,I'm gonna say it how you want me to say it.
17:00
Speaker 2
sure, that's fine. okay
17:00
Speaker 1
As I take a picture of it, I'm going to send it to my files and then send it to you from my files. would that work? Hello? That will work, huh? My phone's acting crazy because, uh, okay, so I've got it. I'm going to send it to, uh, I'm going to download it to my files, right? Or should I upload it? Um, I have to upload it, huh? Oh, shoot. Oh, man. Oh, man. Um, [silence] um i'm trying to um there's no okay okay
19:00
Speaker 2
how about this just one second give me one minute till I bred back I just need to uh check something okay while you're trying to figure out how to send it to me okay all right cool one second
20:00
Speaker 1
Yeah. I'm I just just something I'm going to try. I you know what? now that now that I uh now that I disconnected my Wi-Fi, if we can't get this going, I'm just going to pack this whole thing and send it back. you know, because I just don't you know, I don't want to take up your time. you know, I think you've been more than gracious. Hold on one second. all right.
22:00
Speaker 2
How about this? Let's do it this way. I understand how hard it is. But one second, let me finish so we can get this done. I will help you just just to let you know our normal process is that if the device is out of warranty, we charge $15 to assist. Based on the record here, it shows that this router is out of warranty. The reason why, I mean, which is why I'm asking for the receipt. Now I'm going to give you a one-time support, but you got to figure out how to send that receipt later. You can ask someone to help you how how you can send it to me because I'm going to need that to update the warranty, okay? How's that? So I'm going to help you now. You figure out later.
23:00
Speaker 1
I sent it to um customer support at Lintus dot com. So um let me make sure. well it popped up, you know, it did pop up. Um hold on. Hold on one second. Uh all right. All right go ahead. Okay sure. Okay. All right, thank you so much. I have a computer, but you know, I just connected my Internet, I don't I guess so, yeah, I still have a computer. Yeah. Okay. So here. I'll go to my computer. Okay. Hold on a second. It's like a pink or a blue. Yeah. Yeah.
24:00
Speaker 2
alright cool, sounds like a plan then now um do you have a computer that we can use? What is the light of the other? And that other... how about we check the cable first? at the back of the linksys router. There are ports. One of the port is labeled internet. Can you check if the cable is plugged into that? it is?.
25:00
Speaker 1
I connected it to the back of the modem. Just one. It says internet. Yeah. Okay. One, two, three, four, five. Now it's completely blue. it's no, it turned completely it's completely, yeah. No, it's yeah, no, no, it's, it's blinking in red.
26:00
Speaker 2
... Yeah. Alright. So, does either end of that cable, where is it connected to? ... How many ports does your modem have? ... Okay. At the back of the Linksys router, there is the reset button. Can you press and release that five times? One second gap between presses? Alright, perfect. Is it blinking blue, right?
26:00
Speaker 1
is it solid red? I. I. Should it be red? It's not flashing. No. The box was brand new. Okay. You know what? Now it's, now it's, now it's turning, it's, it's, it's like a pinkish blue. And it's, it's blue. It's, it blue solid now.
27:00
Speaker 2
Okay. It's solid red. It's not flashing red. Oh, that's weird. I would set it. No, I understand. So, I'll set the timer here. Um, it's through trim minutes, I'll let you know when timer is up.
27:00
Speaker 1
You see, it looks like a blue, but you know, I'm colorblind. It looks between, it looks a light blue. It's not a, you know, a hard blue.
28:00
Speaker 2
Can you make sure that it's really blue, solid?
28:00
Speaker 1
Yeah, it's solid blue, yeah. Oh, I want to tell you something. You know where you had me pressed? You know where it says internet? You know, where you plug it in? There's a, yeah, there it is. There's like two green lights to the right of the word internet. And where it says internet, it's flashing uh yellow. Is that normal? Right. Yellow and orange. Green. Yeah. Okay, hold on one second because I know you're gonna I'm gonna need I'm gonna write down the uh I'm gonna write down the uh the uh name you know that's on the
29:00
Speaker 2
all right so let's go to your phone settings and go to wi-fi settings yes yellow and orange all right or green that's fine it means it detects the cable and it's transmitting the data so that's fine. good.
29:00
Speaker 1
On the, on the product it says setup A3 sips, right? And then and then it says password. It says uh seven a, it looks like q x p a z w 1 g. Um does that sound right? no huh? That's the password. The name was Linkus setup 836.
30:00
Speaker 2
the bottom You mean the Linksys? Oh, okay. Yeah. It does sound right. Yeah. You're talking about the name of the password? Yeah, I think that sounds right. Yeah. [silence]
30:00
Speaker 1
Okay, good. Let's see if we can get this done and get you and somehow can send you some money or put you in my will or something. All right, so, I'm going to go to my computer now. Okay. Hold on. Oh, boy. All right, I'm at my computer. I'm on, online now Hello? Hello? Uh, well, my, my, my Wi-Fi is connected. It's still connected.
31:00
Speaker 2
Yeah. You, you're trying to connect your computer through Wi-Fi or ethernet? Wait, so you mean your computer is still connected to the Wifichasye or Wait, wait, hold on, hold on, I'm confused now, so. Yeah, that's what I thought. Yeah, I mean, hmm? Okay, can you connect your computer to that? Yeah, that's the one at the bottom of the internet. Yeah, that's the one. Uh-huh. Yeah, yeah, getting there, yes. Oh, no, you're not dumb.
31:00
Speaker 1
I'm, I'm 80 years old, and my granddaughter, she said she would she went back to school and she she sent me the, the, the router. You know, I just got it today, and she said she was going to help me with it. And she she, you know, I don't know. I don't know. I I shouldn't say anything. Um, You know, hold on one second. I've got to make sure that I've got it you know, that it where it's capital letters or if it's not capital letters. Bear with me one second. Mm. Yeah. Yeah. I'm gonna read E-P-O-A-Z W1G. Yeah.
33:00
Speaker 2
No, don't. Okay I fully understand. That's fine. uh-huh [silence] wait so it open a website right you can pull up a website correct okay it's working
33:00
Speaker 1
[silence] Yeah, it looks, yeah. Yeah, it pulled up. Yeah, it's working. Right. So now what do I do to do on my TV? Just turn the TV on. Okay. Okay. And then put in the password? Yeah, because you know what? When I set it up on the phone here, it asks for a password. I gave it a different password. You know, what I, before I called you, I gave I gave it a different password. So I'm not sure if so I'll just follow. Hmm.
35:00
Speaker 2
so you can pull up a website, okay. yes, same thing how you do that to your computer. so turn your TV on and then connect to the Wi-Fi. put in the password, same password, same name, same password. that's it. oh. right. yeah, but the, but the
35:00
Speaker 1
All right. You know, my... Um... for one section I'm gonna let you go. I'll know in a second. Yeah, my... my uh home security uh when I disconnected the internet. it it went to backup. All right, what do I owe you? Can I pay you something or? Okay, still... Okay. All right, I'll I'll figure it out. I'm gonna I'm gonna work on it diligently right now, okay? Thank you so much. No, thank you. I don't know I don't know where you're located, but God be with you and your family.
36:00
Speaker 2
uh huh you don't have to pay me. I'm going to trust you send the receipt because again, you don't do this but I'm I'm I'm assisting you because I I want to help, okay? So I'm going to trust you. You send the receipt to me. You figure out how to how to do that and do that later. Very much welcome. Do you have other questions? Anything else I can help you or
36:00
Speaker 1
Thank you so much, sir. Okay. All right, thank you. Uhhhhh.
37:00
Speaker 2
Same to you. Hope you do have a good day. You take care. Thank you. Bye bye.
37:00