V2 Rubric Detail — 6110f184-70b4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:39
Duration
38m 18s
Contact
Brian Warsh
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall27.9% (-0.1)

V2 Grader Summary

The agent failed to resolve the issue due to a critical technical error — instructing 5-press pairing on an LN1100, which only supports the Pair button method. Diagnostic tools like the router UI were not used, and no escalation occurred despite persistent failure. The customer was left without internet and considering replacement, indicating no meaningful resolution was achieved.

V1 Case Analysis

LN1100 mesh router shows solid white LED but no internet. Agent incorrectly advised 5-press reset (should use Pair button per KB). No WAN isolation test performed. Customer advised to contact ISP or replace router. Issue unresolved.

Troubleshooting Steps
  • Collected model (LN1100) and serial number.
  • Instructed reset using 5-press method (incorrect for LN1100).
  • Guided customer to forget Wi-Fi network and reconnect.
  • Advised power-cycle of router and cable.
Key Observations
  • Agent provided materially incorrect 5-press reset instruction for LN1100 (should use Pair button per KB).
  • Agent failed to perform basic WAN isolation test (e.g., connect laptop directly to wall jack).
  • Agent did not confirm whether customer had a modem or was connecting directly to ISP wall port.
  • Communication was disorganized, with filler phrases and no clear empathy for customer frustration.
  • Call ended without confirming resolution or establishing a clear, actionable next step.
Positive Highlights
  • Collected model number and serial number early in the call.
Agent Errors / Gaps
  • Incorrect 5-press reset instruction for LN1100 mesh node – this model uses the Pair button method, not 5-press (per adjacent_device_setup_scenarios.md).
  • Failed to perform basic WAN isolation test (e.g., connect a laptop directly to the wall Ethernet port to verify upstream connectivity).
  • Did not confirm or document warranty status despite having serial number and no mention of paid support eligibility.
  • Provided vague and repetitive instructions without validating outcomes at each step.
  • Did not clarify topology – failed to confirm whether customer was connecting directly to ISP wall port or through a modem.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly reports 'no internet' despite solid white light and reset attempts; issue remains unresolved by call end.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed basic troubleshooting (light check, reset, power cycle) but failed to access router UI or test WAN connection directly.
R3 Not Met Correct resolution path conf 97%
Agent instructed 5-press pairing on LN1100, which uses Pair button method — incorrect procedure per KB; misapplied resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (no internet, solid white light) and asked about outages, but did not logically isolate cause or ask about ISP or prior history.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use router admin interface (http://192.168.1.1) to check WAN status or internet connectivity — a necessary diagnostic tool omitted.
T3 Not Met No misinformation conf 99%
Agent told customer to 'press the reset button five times' on an LN1100 — contradicts KB, which specifies Pair button method for this model.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but had long unexplained silences, repeated 'let’s wait' without structure, and lost momentum during hold.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language but failed to confirm understanding after complex steps; did not adapt to customer’s frustration level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on call and attempted steps but did not take ownership of outcome; defaulted to suggesting customer replace device.
O2 Partially Met Proactive follow-through conf 87%
Agent gave next steps (reset, power cycle) but no clear timeline or follow-up plan; escalation was delayed and incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history or handoff context available.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue persisted through multiple failed troubleshooting attempts, yet agent did not escalate to higher support despite clear complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent offered occasional apologies but remained procedural; failed to acknowledge customer’s repeated effort or frustration meaningfully.
X2 Partially Met Tone & rapport conf 85%
Agent followed script without adjusting pace or tone to customer’s growing impatience and confusion.
X3 Not Met Overall experience conf 97%
Customer forced to repeat resets, forget networks, and attempt impossible tests (direct modem connection) — high effort with no progress.
Call Transcript65 turns · 67 lines
Speaker 1
Yeah, you know. Yeah. It's on, connect, works. Goddammit. Um, yes. Uh, I had something with 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, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more, 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] Hello. Thank you for calling Linksys Technical Support. This is Tron. How can I assist you with today?
00:00
Speaker 1
Wi-Fi connection that said I would have to call you if I needed help because I don't have a router. I'm in a in a condo building. It's been working for a few years, but it stopped yesterday. And uh, I can't get it to go back on and work. So, if you So No, no. Everything's working. Everything's working here. I've tried to reset it up about seven times now. So it either goes in the garbage and I go get a new one. Or what's wrong? Why would it just stop working? And in any event, why can't I reset up my system? So I guess I don't know why it's not working. I know as much as you do about why my thing is not working. And I just
01:00
Speaker 2
Uh-huh. Oh it just suddenly disconnected is there any power outage here or any internet outage happened? Uh-huh. Uh-huh.
01:00
Speaker 1
Just it was working and it just died. [silence] Router model number is LN1100. Serial number is 60C-10M11E 03962. I see it here as a secured network, but you can't gain access to it for some reason. And it knows and not working. Sorry, I think I will not repeat it for more than one unit.
02:00
Speaker 2
Yeah, I do apologize to hear that one. Um, before I proceed, can you provide the model number of that router, sir, and also the serial number? Got it. Alright, thank you so much. Alright. Thank you.
02:00
Speaker 1
They're just something else to go wrong a bit. There's no internet connection. That's right. The light status. I'll plug it in. Well, it shows the yellow light. I plugged it into the internet connection because I was trying to get it started again. And when it's plugged in the yellow light on the left blinks and the green light is solid. There's really nothing in the front. The blue light is on in the top. Yes.
03:00
Speaker 2
all right, so you are connected to this um router but no internet connection is that correct? what's the light status of this router right now sir? mm-hmm? how about in front of this router sir? pulsing all right you just plug it in right? all right let's
03:00
Speaker 1
Okay, so far it's yeah, just give me a minute. Uh, also the two nodes are plugged in and they're red. Should they be unplugged? Say again, I'm sorry. Full red. Right. Sure, sure. And that means known. How do we know when it starts up?
04:00
Speaker 2
Okay. Wait for about two to three minutes, sir, until it's done starting up. And let's check a... What's the light status? And also, may I know who is your internet service provider, sir? Uh-huh. No worries. Is it blinking red or solid red? Um, the light status, is it solid red or blinking red? Uh... Both the child notes. Okay, let's wait for the main node, sir, to start up and let's check what happened on the main node, alright? Let's focus first on the main node.
04:00
Speaker 1
Well, I thought I held it at least 20 seconds. But I've tried numerous times. [silence]
05:00
Speaker 2
Um, once the light status turns to solid red or a solid white, it means that it's already, um, connected. Um, if it's solid blue, it means that it was reset, it's ready for setup. Did you press the reset button of that one, sir? Of this, uh, main node? Oh, I see. And how long did you hold the reset button? All right. All right, there. [silence]
05:00
Speaker 1
I have no face. no it's not blinking. It's solid blue. okay
06:00
Speaker 2
And the light status of the main node, is it still blinking or solid? Solid. U. It means that it's already on setup mode. So, let's set it up. Sorry. So, since you press the reset button, it means that it go back to its default settings. All the devices that are connected to your Wi-Fi, uh, will be disconnected. And so, no wi-fi. will set it up again. So here's the thing: the next thing, the next step to do, since it's already on solid blue, kindly press the reset button of this main node five times.
06:00
Speaker 1
Yes. Five times. Okay. Not too fast, not too slow. Okay. One, two, three, four, five. Now it's red, and now it's blue again. Now it's solid blue. Is it supposed to blink? Well, I can try again. Okay. One, two, three.
07:00
Speaker 2
like press release press release for five times not too fast and not too slow hmm yes is it um blinking blue or a blinking color and yes it's supposed to blink or a fading color
07:00
Speaker 1
[KEEP_UNCERTAIN] it's not, it played to white once, now it's red. it was solid, now it's going between white and red. So it's a blinking right now. Okay. I see. When it is connected, does the, I forgot what it's called, the LAN have to stay where it is, or can it move from there? Or should it always be plugged in right there? [silence]
08:00
Speaker 2
all right, let's wait for about two to three minutes. And is it a solid red or a blinking red? All right. All right, so let's wait for about two to three minutes. and I'll set a timer here, all right? If it successfully connected, by God, the lights that is of this main node will be solid white. This node or the main node should be plugged in to your modem, sir, so the cable should Transcribed By Tiwi Inc.
08:00
Speaker 1
I know. So that should always be plugged in on the internet call. The two notes are flashing red. The that nerve. Okay. I'll just leave that, but they are, they're flashing the same as the main node. Was I the source of that main sewing? All right. So it should always be plugged in there. Good. Well, it is. That's where I plug it in. I just wondered why I would plug in anything on those other four and that's if I were plugging my computer directly in, I guess.
09:00
Speaker 2
Yes. [silence] [mid-silence] [silence] No worries regarding the two nodes. Yes, it's normal because it got disconnected to the main nodes and once we configure the main nodes, we will add it later on. [silence] [mid-silence] Uh-huh, all right.
09:00
Speaker 1
It is half white, half red almost, it's not quite blinking, but it's not really white.
11:00
Speaker 2
Hello sir, can you tell me now what's the light status of the main node? Just give it a minute or two. And you plugged in the cable right at the back of this router. [silence]
11:00
Speaker 1
and there should be a yellow label. And the power is on. And it's like a kind of a white pinky. So. The name is plugged into my phone is a hot that I'm using as a hotspot right now. I see the links to 03962 showing up secured, but every time I try to get to it, it doesn't work. So I'm not using it.
12:00
Speaker 2
So the internet where there is a yellow label. All right. So kindly connect to the default Wi-Fi name of this main node. Do you have an iPad or a laptop that we can use? [silence] Do you have an iPad?
12:00
Speaker 1
to the link to the link? okay, I'll, try and connect. linksis036962. it's secure now. checking the network requirements, but then it comes back and says, usually, no, no internet service there. so we'll see what happens. no inter.
13:00
Speaker 2
Can I connect to that one again, sir? To that Wi-Fi? Forget the network, turn. Yes, the link is. Yes. Forget the network, please, or delete the networks, and then turn off. Okay. Kindly forget the network, sir, or delete the network.
13:00
Speaker 1
Somewhere there probably is and I can do that I'm going to take a quick look over at Network and Internet because it is probably Wi-Fi connect manage known
14:00
Speaker 2
Yes. Is there an option for you to delete it or to forget the Head products?
14:00
Speaker 1
Disconnect, first of all. Let's see, I'd like to get rid of that more Wi-Fi settings because I have a feeling that whatever it is wrong. Wi-Fi. Manage known networks. Oh, forget. Okay, I took it in. Turn off which Wi-Fi on the computer. Right? Oh, I can do that.
15:00
Speaker 2
Yeah. Mm-hmm. Mm-hmm. All right. And then turn off the Wi-Fi and then turn it back on. Your Wi-Fi settings there, turn it off and then turn it back on. Art. Yes or try to refresh your Wi-Fi. Yeah.
15:00
Speaker 1
I can do that. So I'll first I'll open it. Now I'm going to turn the Wi-Fi off. Wi-Fi is off. To connect to an available Wi-Fi, turn it back on. So I can turn it back on. Okay. Back on. [silence] It's kind of pink. The yellow light on the yellow bath land connection. It's blinking yellow, the right light is green. It's all I'm sure. There is no front light. You mean on top of it? [silence] When you there's a sort of a it's a it's a pink light on the top. It's not.
16:00
Speaker 2
All right. Mhm. Yes please. And what's the light status of the main node? How about in front sir? In front of the router? Oh yeah, on top of the main node.
16:00
Speaker 1
red or white? And at the back where I plugged in, it's flashing yellow and the solid green. now I see, I see Linksys guest and my Linksys again here. yes, let's try. oh, it wants me to put in the password. that's good. I'm just getting that. I guess it's the same as what it was. [silence] Transcribed by Spotify
17:00
Speaker 2
Okay. one moment here. Okay. one moment here. All right. kindly connect that one sir, to the link sest. not to the guest, but to the link sest one. Yes. and input the password. The password here is under the router or the main one it's printed on the sticker on the label. Yeah. Oh, yeah. Yes. So, yeah. You. I did not change that one. All right. [silence]
17:00
Speaker 1
Next. I'll hit next. Okay. Now it says networking internet Wi-Fi managed no network. Don't know what it said. I don't know. I'm gonna go see what network I'm on. Uh. Linksys 03962 no network secured. I have a moment. I just have a connection to it. [silence]
19:00
Speaker 2
So vigorously? Okay, Kindly. Kindly, here's the next thing you need to do, Sir. Kindly unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in.
19:00
Speaker 1
just pulled the modem wire out I've unplugged my my uh wireless router I don't have a mobile no, there's no modem here, I plugged directly into the wall, which is my modem. but I pull that plug out, I do take it out each time yeah it is completely in search. I I definitely know they don't need to be plugged in. they're just confused.
20:00
Speaker 2
You need to unplug it from the power source directly. and how about the modem? You don't have the modem. Uh, all right, directly to the wall. Mhm, I see. Yeah, unplug the Linksys from the power source and unplug also the cable. Oops. Okay, plug in the Linksys router.
20:00
Speaker 1
I've shown I don't know what they do but they're a part of this process and I don't know how they interfere or don't. blue light. And I plug into the yellow. Blue light is on solid. Now it's yeah, now it's now it's flashing blue. And all the lights went on across the back, went out.
21:00
Speaker 2
all right. I'm sorry for that, sir. All right, so just plug in the um cable again and also the router. All right, it's still um rebooting or starting up. Let's wait for two to three minutes.
21:00
Speaker 1
I'm sorry I wasn't do something crazy I tell you the red light is on and the yellow light is flashing and the green light is solid at the back happened yesterday it happened yesterday last night solid.
22:00
Speaker 2
I'd also suggest to confirm, how long have you been experiencing the issues or that it just suddenly no internet connection? The red yeah. Just yesterday Yeah. See you. And the light status of the router right now? Is it um solid red?
22:00
Speaker 1
threaded yes at the back cable is properly connected in the top light just turned white the cable is flashing yellow in the corner and the other corner solid green we now have a white light on the router on the Wi on the prostor you want me to try again I have to find that Linksys that's not mine that's another a another
23:00
Speaker 2
Okay. On tap of it? All right. And the cable is properly plugged in, right? Uh-huh. All right, white light. Okay, let's wait for a minute or two, sir, and let's confirm if it will stay solid white. And while we're waiting, can you go back to your laptop or computer and connect to the Linksys again? Yes, please.
23:00
Speaker 1
Okay, put it on and right on top, I see Linksys 03962. No Internet. What the Y. I don't understand. Well, the light status is solid white. Let's see what, I'm trying to open this to see what my computer says. Because I don't even trust what it says. Um, it's solid white. on the computer. Okay. I've just turned it off. Now I'm going to turn it on.
24:00
Speaker 2
No internet, but the light status is solid white. Mhm. All right, try to turn off the Wi-Fi and then turn it back on, sir. Yes.
24:00
Speaker 1
there I see the lenus us. on top. ...it ... it ... Mm. ... ... ... Do you want me to try and connect to it? Size and dark. ... Paul right on top of the router. ... and the notes don't need to be plugged in, right? ... and it says that And they never really do. it Now, it shows me no internet secure, disconnect.
25:00
Speaker 2
yes Lisa yes thank you
25:00
Speaker 1
final uh how about my phone would that work or no I mean it should comey okay hang on first I'm going to um stand away from this computer with my phone in my closet okay so I'm going to go to the wi-fi settings in my phone and then stop being a hotspot [silence]
26:00
Speaker 2
all right, so no internet secured, one moment, and your laptop sir is connected wireless to the links is right, not wired, do you have any other device sir, that we can use, aside from your laptop? I guess it will work sir, go to the Wi-Fi settings in your phone.
26:00
Speaker 1
I'm at the Wi-Fi I I see. When I look at my Wi-Fi, the first thing I see is Linksys 03962. Then I can hit the arrow and it shows it to me there. And then and it says under it, no internet connection. Sure, sure, no problem, thank you. I'll hold. Yes, I'll hold. Thank you.
27:00
Speaker 2
All right. Select one. Mm-hmm. All right. One moment here. Still no internet connection. Okay. Okay, please bear with me for a moment, sir. let me double check. Is it, all right, is it okay, sir, if I put this call on hold for about three to five minutes? I just need to pull up some records for you. Okay, thank you so much. Just stay on the line. I'll be right-
27:00
Speaker 1
I've lost some more. [ ][silence] [ ][ ][ ][silence] I'm the balance of law, and need one. [ ][silence] Yes. Do you mean if I were to plug my computer directly into the modem? I see. I've never done that. You can try, can't you? We'll give it a go, see what it's like.
28:00
Speaker 2
Yes. Hello, sir. Yes. Thank you so much for patiently waiting. If I may ask, sir, can you wire your internet service directly to your laptop or to your computer? Or bypass the Node? I'm not too the modem, sir. You need to. We need to bypass the modem. So, yes. Unplug the Ethernet cable. Unplug the Ethernet cable from the parent node and plug it into your laptop.
32:00
Speaker 1
Let's see what happens. Why would I even do that? Well, I'm not sure I can because I don't have a way to plug that in. No. I can't do that. Well, there always has been. And it just stopped. I'm gonna
33:00
Speaker 2
Because we need to confirm that there is an internet connection coming from that wall patch, so that we can determine that there is an internet source.
33:00
Speaker 1
building with, about 54 other people and if their internet went out, someone else would be complaining besides myself. So, I know the internet connection is working. Um, right now it's solid. It's solid. It's not light, it's red. I'm gonna plug it in again. Okay. I know that when I go out in a half an hour and buy a new Wi-Fi, it's gonna plug in.
34:00
Speaker 2
Because the lights status of the main node is solid white, however, there's no internet connection. Because if it's solid white, it means that it's already connected to your internet source. However, we really need to isolate the case just to check. Yes, because you disconnected the cable. But when you plug in the cable, it's solid white.
34:00
Speaker 1
but that's what I have to say to you with respect and me not getting service. And there would be another 60 people here in this property complaining if they weren't on the only one that just doesn't seem to work and it's the Wi-Fi. Because when I get a new one in half an hour and plug it in and it works, who do I speak to about this and say, Hey, I was told it doesn't work cuz we couldn't check my Wi-Fi. If I bring another Wi-Fi in here, it's gonna work. [silence]
35:00
Speaker 2
Um, what you guys could do is, not once, or you can contact directly your internet service provider, just to confirm to them if the patch is working, or you can [silence]
35:00
Speaker 1
my Wi-fi works here uh and I can't test it at this minute for you because I'd have to call someone from the building to come up plug it in and plug their computer in I just don't have any way of my my computer's a new computer there's no connection that I think will take a land in the back of it it only takes the small things now it would think you would know that unless I was using an old computer can you plug into your computer at home directly from the LAN what you is that haha I'd have to have an interface wouldn't I
36:00
Speaker 2
Yes, sir. I understand that one, sir. Um yes, but there are some computers are amongTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
36:00
Speaker 1
I don't. Yeah, don't. But so now it's it's white again. What? And then what would we do after we do that? Contact you back. Well, you'll understand if I go out and buy another one and plug it in and it works. I'll never call you back. Will I? Because I don't have time not to
37:00
Speaker 2
modern computer that have a LAN also. but only found. good. so with regards to that. sir. you can connect also your administrator in that building so that you can wire directly your computer to that um line or to that internet source. So that it will patch all right once they confirm that your patch is working, then you can contact a specks. sir. yes sir.
37:00
Speaker 1
just a kick it to be working and I know when there's something wrong here with this unit. So I appreciate your help. Thank you very much. And it's time to explore new technology. Thank you again.
38:00