V2 Rubric Detail — 5c086db4-773c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 00:07
Duration
20m 23s
Contact
Maryann Gross
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135876
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.50/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall38.9% (+8.9)

V2 Grader Summary

The agent achieved a partial resolution via the app, with internet connectivity restored and nodes detected, but technical accuracy was poor due to undocumented LED states, incorrect reset duration, and unverified use of 5-press pairing. Communication showed effort but included unclear transitions and potential discourtesy ('shut up') likely attributable to ASR error. No escalation was warranted, and ownership was partially demonstrated through follow-up advice without confirmed resolution.

V1 Case Analysis

Customer reported two mesh nodes with red/blinking LEDs. Agent instructed 30-second resets, 5-press pairing, and app setup but failed to verify node status or resolve connectivity. Node remained red. No resolution achieved.

Troubleshooting Steps
  • Advised a 30-second reset hold on each node.
  • Instructed a 5-press reset on the parent node only.
  • Guided through the Linksys app setup, including Wi-Fi name/password entry.
Key Observations
  • Agent used unprofessional language (“Shut up”).
  • No product model or serial number was collected.
  • Agent made an unverified out-of-warranty claim.
  • Provided incorrect reset duration (30 seconds) — KB specifies 10–15 seconds.
  • Instructed 5-press on parent node only — correct for Intelligent Mesh, but contradicted by app-based setup flow.
  • Failed to verify child node status after pairing — node remained red/blinking.
  • No confirmation that the mesh network was operational.
  • No valid next step or escalation offered — call ended with vague advice.
Positive Highlights
  • Attempted to walk the customer through a reset and pairing process.
  • Provided correct password complexity requirements for the router admin password.
Agent Errors / Gaps
  • Unprofessional comment to the customer.
  • Incorrect warranty status statement without verification.
  • Failure to collect model/serial information.
  • Provided ambiguous LED color guidance (magenta) not in KB.
  • Did not verify node status after reset/5-press procedure.
  • Provided incorrect reset duration (30 seconds) — KB specifies 10–15 seconds for Intelligent Mesh nodes.
  • Failed to identify product family — guidance mixed 5-press (Intelligent Mesh) with app setup, which may not be compatible.
  • Did not confirm internet connectivity or node pairing success.
  • No valid next step or escalation path offered — call abandoned issue unresolved.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer achieved internet connectivity and app confirmed setup completion, but final LED state (solid white/blue) was not confirmed.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided through reset and app setup but skipped confirming model type, WAN connection, or modem status before proceeding.
R3 Partially Met Correct resolution path conf 75%
Agent acknowledged device was out of warranty but continued troubleshooting; however, used 5-press method without confirming model compatibility, which is not aligned with best practices for unknown models.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the product model and used non-existent LED states ('magenta'/'pink') to diagnose, failing to isolate the root cause of the red LED.
T2 Not Met Appropriate tools / resources used conf 90%
No use of admin UI (192.168.1.1/myrouter.local), remote tools, or firmware checks; relied solely on verbal guidance and app-based setup.
T3 Not Met No misinformation conf 95%
Agent provided technically incorrect instructions: 'hold for 30 seconds' is not in any KB (standard is 10-20s); 'magenta' is not a documented LED state; and the 5-press method was used without confirming model compatibility.
Communication
C1 Partially Met Clear & professional language conf 75%
Call had fragmented flow and unclear transitions, but agent maintained direction toward app-based setup and gave sequential steps despite disconnections.
C2 Partially Met Confirmed understanding conf 65%
Agent used some jargon but adapted by walking through app steps; 'shut up' may be ASR error for 'show up' or verbal stumble, not confirmed discourtesy.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed with case through app setup and provided follow-up advice, but closed with 'call us again' rather than confirming full resolution.
O2 Partially Met Proactive follow-through conf 75%
Agent advised to move nodes and monitor LED, implying next steps, but no explicit timeline or callback commitment was set.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and issue was being actively worked; no trigger (e.g., hardware fault, legal risk) warranted escalation at this stage.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 60%
Agent showed persistence and guided to a functional state, but 'shut up' — if accurate — undermines empathy; context suggests possible ASR error or verbal slip.
X2 Partially Met Tone & rapport conf 70%
Agent continued pacing despite customer confusion, but did re-engage and adapt by simplifying to app-guided steps when verbal instructions failed.
X3 Partially Met Overall experience conf 70%
Customer repeated actions and struggled with Wi-Fi reconnection, but agent eventually guided to app-based resolution, reducing further effort.
Call Transcript31 turns · 36 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi. Hi. Sorry, are you there? Yeah, we get disconnected. Apologies. Now let's continue. Now, tell me, what is the color of the light on the other, uh, the two other nodes? Uh, the first one was red. The two, what are uh, uh, okay. They're both red. Can you press the reset button and hold it for three zeros? 30 seconds, one at a time? Both one. Okay. Press and hold 30 seconds for both, one at a time.
00:00
Speaker 2
Hello. Yes. Oh, thank you for calling back. [silence] I only, I only found, I only have two nodes, I guess. And a gold thread. [silence] Okay. [silence]
00:00
Speaker 1
But go ahead check it, there's that.
01:00
Speaker 2
Okay, the first one, the light's off. getting there. Well, it's coming back on first. I was coming back.
01:00
Speaker 1
What is the color of the light? Is it pink or magenta? It will turn magenta. Okay, wait for it to become solid magenta. That's the objective. Or light pink or light red. Light red. Right? Not dark red, but lighter red. How about the second one?
02:00
Speaker 2
Now, they started, now, it started out blue. But now, they're blue. And it's blinking blue. Okay, the first one is red. Bright red. Still blinking blue.
02:00
Speaker 1
All right, go to the mother node, the primary one. OK, I need you to press and release. Do not hold. Press and release the reset button. One press per second, and do it five times. Press and release. One press per second, do it five times. Go. Let's wait. Is it blinking? [silence] What is the color? Can you press and release, make sure that you use a paper clip or pen to make sure that it is pressed hard enough. One press per second, five times on the mother node only, do not do it on the child node. Good. How is it now? [silence] Underneath the router, in the motor node, there is a label that says "network name." Can you tell me what is the network name? Yeah, good one. Shut up. Okay, ABC, correct. I need you to remember there is a password under it. We're gonna use it later. I don't give it to me. I need you to remember that we're gonna use it later. Okay, on your mobile phone, can you check if you can see the wifi name Velo Setup 8BC. Go to the settings and wifi in your phone. [silence]
03:00
Speaker 2
The set-up Wi-Fi name, that one? Yeah, it's set-up set underscore developer. Yeah, and then it says, I think it says HBC. Okay.
06:00
Speaker 1
And can you connect it? It will ask for the password. The password is underneath the router. All right. Do you have the LinkSys application downloaded? Can you open it? All right. It's okay. You are already online. The objective is to restore the Wi-Fi name. Okay. Open the LinkSys app on your phone. You have the LinkSys application? Okay. Open it. If it's opened, close it. Go ahead. [silence]
07:00
Speaker 2
yes, yes, yes. Yes. Well, it appears it's connected. It has a checkmark next to it. It's light green now. Yes, O.K., O.K., yes. Yeah. OK. Yeah, OK, yes, yes. I didn't ask me a question. No.
07:00
Speaker 1
Tell me what's on the screen? Close it first and then wait 6 seconds and then open it again. go. You've already done that? Mm-hmm. done already? already done? Mm-hmm. already done? Mm-hmm. Mm-hmm.
08:00
Speaker 2
close it. You want me to open it or close that? Sorry. Okay. It asks me for terms and conditions. It asks me about Bluetooth. Just close that. It says connect the router to your source of internet. I say it's connected right? And then it says plug additional nodes and power, which I've done. Next. Make sure everything's finished. And yeah, the other one is green now. Checking for internet. Connected.
08:00
Speaker 1
It's up to you. You want to change it? Do you want to keep it this way? I'll keep it this way. I'll change it later, later. We're going to change it later. Just select continue. All right. Now, tell me the color. Uh, okay. What is in the screen again? It asks for email address. Okay. Is there a, can you go back? Is there an option to skip or, uh, login using alternative?
09:00
Speaker 2
Ooh, something different. Okay. Uh, use the same Wi-Fi settings as the setup eight B C. Is that correct? Yes. What would I change? It would just let me change the name. uh yeah. Now it says privacy policy, continue. Now it's asking me to log in. Do I need to log in? Yeah, you know a password. Oh yeah. [silence]
09:00
Speaker 1
Okay, Now I need you to do this one. I cannot override this. You need to create a password 10 characters one upper case one special character and one number. Go ahead. [silence] Okay, done.
10:00
Speaker 2
yeah it does say i think skipped for now yeah okay and that says create your router password [ silence ] okay Um, I know, it's going to let me go. Oh, telling me it's not right, so I guess I got to change it. [silence]
10:00
Speaker 1
I'm sorry. Okay. Continu. You're almost there. By the way, your router is already out of warranty. The hardware side, you cannot replace this. I'm trying to assist. but the phone, yeah, I can help you. Yeah, you have to write your name. Write down the wi-fi name. you can change your wi-fi. what is your old wi-fi name? you can put it there. and also the password, place it there now. [silence] Hmm.
12:00
Speaker 2
Oh, there it goes. I'm figuring your network. Okay, thank you. Sorry, sorry. So something went wrong. We couldn't transfer your Wi-Fi settings. Enter them manually. So it says to new listen.
12:00
Speaker 1
now your old wifi name that is the router password that's different you're talking about your wifi name and wifi password [silence]
13:00
Speaker 2
the one I just created. [ silence ] now it's just configuring [ silence ] looking for child nodes [ silence ] keep your phone
13:00
Speaker 1
That's right. You will receive a message that uh unable to find a child node. That's okay. it's a false positive. It's red again.
14:00
Speaker 2
In the setup area. I gotta go back. Sorry. All right. All right. So the child node, it says it's looking, it's red again. Blinking now. I'll turn on the monitor. I don't need it.
14:00
Speaker 1
Yes, go ahead. Yeah. Maybe not next time. No, no. Just ignore. Yeah. You will be disconnected. You will be disconnected. You need to reconnect your Wi-Fi to the new Wi-Fi.
15:00
Speaker 2
Okay. Green now. And it says your network just next, right? Remove old. Remove old router system from your account? Yes? Do it later. Okay. Uh, and then you
15:00
Speaker 1
Modify that you created. That's OK. Continue. Log in. Yep. Go to Settings and then phone, connect to the Wi-Fi, the new one. Can you select Forget this network? If you see the Wi-Fi name, forget this network. Yep. Forget this network because it is still using the old connection.
16:00
Speaker 2
I don't understand. Oh yeah, I did disconnect. Okay. That's not there anymore. Okay. Trying to connect. Oh, unable to join. Yeah, the new one. New password maybe? Oh, forget this network. [silence] P.]
16:00
Speaker 1
Wi-Fi, turn off, wait six seconds and then turn it on again. Try to reconnect. OK, good. Connected. All right, go back to the app. Now, yes, not yet, not yet. Continue. Select next. And then go to dashboard. Yes, on the Linxys app. Go back there. And then select the option, Continue or Finish to setup until you reach the dashboard. Yes.
18:00
Speaker 2
Okay, I got it. Yes. Okay. Now I, male, set. And that, okay. on the, female, linksys app. okay. says it's ready upgrade, complete. go to dashboard. okay. and then it says allow it to find local networks. I don't want that, right.
18:00
Speaker 1
Yeah, yeah, you have to so that other devices can connect automatically. Go ahead, tell me how many devices connected. Ah, all right. Okay. So the other devices are already starting to reconnect. You're good. Yay. Nae soprana, right? Yes, you can. You can move the child node now. You can move the child node to the location you want, and that's it. If the child node turns red, you just have to relocate it and then just give us a call. We can help you. All right. Are we good? Are we good? All right then. Okay.
19:00
Speaker 2
What do you mean? devices next? Yeah, you got it. Okay. I see. Okay. Okay. All right. Thanks so much. Yeah. Yeah, thank you. Yeah. All right. Bye bye.
19:00
Speaker 1
Good night.
20:00