V2 Rubric Detail — 684df018-74a7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:16
Duration
35m 22s
Contact
Jazminn Signor
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135355
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall78.5% (+20.5)

V2 Grader Summary

The customer’s internet connectivity and mesh node setup were successfully restored after a factory reset and guided re-pairing process, confirmed by app access and device connectivity. However, technical inaccuracies prevented full accuracy: the agent failed to isolate the modem per KB, did not use local web interface diagnostics, and incorrectly used the 5-press method as a pairing tool instead of its intended escalation function. Despite these gaps, the outcome was successful, ownership was maintained, and communication was effective.

V1 Case Analysis

Customer reported solid red LED and no Wi-Fi. Performed factory reset and node resets (including 5-press method); internet restored. Advised on app usage and node placement. No model number collected.

Troubleshooting Steps
  • Factory reset of main node
  • 5-press reset on main node
  • Reset and re-pairing of child nodes
  • Verification of internet connectivity on mobile device
Key Observations
  • Agent never obtained the model number, which is critical for verifying 5-press compatibility and firmware support.
  • The 5-press method was advised without confirming the device is on the compatible list (e.g., MR9600, MX5500, etc.), risking incorrect procedure use.
  • LED color descriptions were inconsistent (e.g., 'pinkish red' instead of solid red or purple), which contradicts KB guidance and may confuse the customer.
  • Serial number was provided by customer at [16:00] but not acknowledged or used to verify warranty or model.
  • Customer successfully restored connectivity and confirmed functionality, indicating effective troubleshooting despite protocol and accuracy issues.
Positive Highlights
  • Collected customer name, email, and phone number at [09:00], ensuring contact traceability.
  • Persisted with troubleshooting until internet was restored and confirmed by customer at [14:00].
  • Provided clear post-resolution guidance on using the Linksys app and proper node placement at [19:00–20:00].
  • Maintained a calm and supportive tone throughout, showing empathy for the customer's clinic environment.
Agent Errors / Gaps
  • Failed to collect product model number despite multiple opportunities.
  • Advised 5-press method without confirming model compatibility per KB (universal_5press_models.md).
  • Used incorrect LED terminology (e.g., 'pinkish red') instead of standard colors (red, purple, blue) per led_intelligent_mesh_consumer.md.
  • Did not verify serial number in system to confirm warranty or model family.
  • Incorrectly stated that the device is end-of-life with no firmware updates, which may not be accurate without model confirmation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet working, accessed TikTok and email, and successfully connected devices after troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power-cycle, factory reset, and 5-press steps but skipped modem isolation test and did not use local web interface to verify WAN status before reset.
R3 Met Correct resolution path conf 94%
Agent acknowledged out-of-warranty and end-of-life status but still provided full best-effort troubleshooting (reset, 5-press, node pairing) without dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified solid red LED and no internet, asked about ISP and cables, but did not perform or recommend direct modem-to-computer test to isolate source per universal_isp_modem_diagnostics.md.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent did not use or recommend accessing the router via http://192.168.1.1 or myrouter.local to verify WAN status or settings, which is a primary diagnostic step in universal_isp_modem_diagnostics.md and universal_firmware_update.md.
T3 Not Met No misinformation conf 95%
Agent instructed the customer to use the 5-press method to pair child nodes. Per universal_5press_models.md, the 5-press method is for 'diagnostic escalation' and generating log bundles for engineering, NOT for pairing nodes. Correct pairing is via Pair button or Web UI.
Communication
C1 Met Clear & professional language conf 96%
Agent introduced themselves, set expectations, guided the customer step-by-step, and kept the call focused despite confusion.
C2 Met Confirmed understanding conf 94%
Agent used clear, simple language, repeated key steps, and confirmed understanding throughout; adapted to customer’s pace and clinic setting.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the call, performed troubleshooting, and did not transfer the customer; owned case from contact to close.
O2 Met Proactive follow-through conf 95%
Agent gave explicit next-step instructions (reset, wait 2-3 min, 5-press) and realistic timing expectations; followed through to resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue resolved in-band with customer confirmation of working internet and app access.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologized early (‘I do apologize’), thanked the customer, and remained patient and courteous throughout.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s pace, used calm tone, and checked understanding after each step; adapted to clinic setting.
X3 Met Overall experience conf 94%
Agent collected required information once, avoided unnecessary repeats, and handled most actions on the customer’s behalf.
Call Transcript56 turns · 62 lines
Speaker 1
[silence] [silence]
00:00
Speaker 2
to 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, please have your device's serial number and contact information ready. Available. Kindly call back later. For out of warranty product, support option may be available depending on the issue. [silence] Hello, thank you for calling Linksys Technical Support. This is Sharm. How can I assist you with today? [silence]
00:00
Speaker 1
setup so that I can reset it?
01:00
Speaker 2
Oh, I, I do apologize to bear that one ma'am. And you mentioned that it's not working. It means that no internet connection coming from the router. Okay. How long did you observe the problem or how long you have been experiencing the problem? For a week already? I see. All right. Can you provide the model number and the seal number of your language, sir? What? How about the serial number? [silence]
01:00
Speaker 1
206-060-992-486-823-022833-9-3-1,238-5-022811 CenturyLink. I believe we have three I believe that is we have this one and then two more connected to this one, I believe. It just red. yes [silence]
02:00
Speaker 2
Got it, all right. And may I know who is your internet service provider? Central Link. And how many Nodes do you have or how many Linksys router do you have? And what's the light status again of this uh domain node the one that is connected to your modem? A solid red. And did you confirm that there is
02:00
Speaker 1
[silence] [silence] Yes. The computer that's hooked up to it, is working just fine. [silence] Yes, and I changed the wire out too just in case it was that. [silence] Yeah, it like lets me find it on my phone, but then when I try to like log on to connect to the Wi-Fi, it um it just keeps on saying it's trying to connect to the Wi-Fi, it um it just keeps on saying it's trying to connect so.
03:00
Speaker 2
Internet an internet connection from your modem from your Internet service provider and also if I may ask ma'am, have you tried to check the physical connection like the ethernet cable if it's properly plugged in? Okay.
03:00
Speaker 1
don't believe so i believe so so this is um it's at my uh i work in the i work at a clinic and it's at our clinic so i believe it's just set up as what's on the label and i had like a uh i had an account where i could go to do it but when i log into the when i try to log into the account it lets me put my username and my password and then it don't go any like it just don't do anything when i try to log in it just stays on that one page
04:00
Speaker 2
I see, ma'am. So, if I may ask, ma'am, when you set it up before? Did you change your Wi-Fi name and paste-words? Or leave it as it is, um, what is printed on the label. I see. Did you, okay, one moment. [alarm beeps] [music begins] Okay, so, if we are, still need to sign in, How's that going to sign in, ma'am, with that? So, we'll need to take the screen, we'll need to take the language. Um, yeah, I'm gonna have to use the up and down arrows, since I did not have the pencil on that down there, so if you're to look, yeah, we Right. Have you tried to log in using the router password instead of your email and your password? [silence] Okay. And what troubleshooting have you done so far with this router, ma'am, if I may ask? [silence] All right, because I just want to set a proper expectation also ma'am with regards to this router that you have. Based on the information that I have here, is your device was already out of warranty last April 7 of 2023, and for the out of warranty device, we cannot provide a free troubleshooting over the phone. And also your device was already part of our end of life device. It means we don't provide, I mean, there's no update and firmware for the device anymore. But let me assist you with this. Um, let me let me double check it here first. Okay. Before we proceed with this. Okay, so the light status is um, just solid red. Okay, one moment.
04:00
Speaker 1
[silence] Okay. Okay. Yes, please. Yes.
07:00
Speaker 2
The last option that we can do right here is we need, we will reset this router or the routers that you have and then set it up again. So, what it means by resetting the router, man, it means that you need to press and hold the reset button until the light went off and it will go back to its default settings or factory settings. And once it, um, it goes back to its factory settings, then all the devices that are connected to your router or to your Wi-Fi will be disconnected, but you can connect it manually after we set it up.
07:00
Speaker 1
okay, I did that. Oh, the red light's off and now it is flashing. Oh, hold on. So hold it till the red light turns off. Is it gonna just be a solid blue or flashing? The light's off but it's not doing anything. Okay.
08:00
Speaker 2
Focus first on the main node. Kindly press and hold the reset button until the light went off. And release once the blue light is showing. [silence] [silence] Yes. Does the light went off? [silence] I'm flashing. Is it now flashing blue? [silence] [silence] Uh release. I just released a reset button. Let's wait. [silence]
08:00
Speaker 1
Jasmine Signor, J-A-Z-M-I-N-N. My last name is Signor, S-I-G-N-O-R. And my email is Jasmine.Signor@LRCHC.com. Yes. Yes.
09:00
Speaker 2
And while waiting, can I please provide your first and last name, and also your email address, so I can create a quick record for you ? Got it. Thank you so much. And your phone number is 509-563-9508 . Is this correct? Got it. Okay. All right. Um, can you tell me what's the light status of the...
09:00
Speaker 1
Now it's blue. It's like a very thin blue, but it's blue. Yeah. Okay, now it's like a blinking blue. Okay. Now it's red, like a pinkish red, I guess. Solid pinkish-red. Okay.
10:00
Speaker 2
a main node right now. A fading mood blue. Alright, let's wait for about two to three minutes and I'll set a timer here. Mhm. Mhm. Let's wait until the light status of this STEM will turn to solid purple or a pinkish red. Alright. Okay, so the next step you need to do is you only press the reset button, but this time you need to press it five times. Like press, release, press, release for five times. Not too fast. And then, [silence] again, press that reset button. [silence] It will blink three times, stop and show a purple color, and then, a blue light.
10:00
Speaker 1
one 234 Now it is like a blinking yellow orange color. Okay.
11:00
Speaker 2
Have to scroll. Uh-huh. Alright. So let's wait for about three to five minutes.
11:00
Speaker 1
So now it's a solid green color. Okay.
12:00
Speaker 2
Now it's solid green. Let's wait for a minute or two, ma'am, just to confirm it will stay solid green. All right, because if it's solid green, it will stay solid green after two minutes. It means that it's already connected. And let's try to connect your phone or any devices that you have. [silence]
12:00
Speaker 1
Okay, it is, it did let me connect to it. [silence]
13:00
Speaker 2
and see if the Internet is working after this affair.
13:00
Speaker 1
Yes, it is. I did open TikTok and flip through. Oh, let's see if that's going to update. Yeah, updated my email. Yes. So I did download the app on my phone. Could I? Can I do it that way? Can I manage it that way?
14:00
Speaker 2
All right. So now it's working. Yeah. All right. Um, all right. Yes, you can access, yes, you can access the app, but you can access it using the router password, then your email and your password. So kindly access the app and tell me what are the options you see when you open it? [silence] route their password [silence] Thanks, Brandon. Oops. [silence]
14:00
Speaker 1
Yeah, I want to make sure I just so can I do that from the app and can I change the name and password from the app? Okay. CF [silence] [silence] 544 100000091925D [silence]
16:00
Speaker 2
All right. So, if you want to access the app, ma'am, do you want to change the Wi-Fi name and password of the router? Or do you want to leave it as it is? I guess you can do it on the app. Yes. So, again, access the app and tell me once you access the app. [silence]
16:00
Speaker 1
Okay. It says looking for your child nodes. What's that? Okay, now it says next. And then it says automatically send errors. Okay, go there.
18:00
Speaker 2
All right, sorry, no, there is no, skip a button on that one with alright. Yes. Max. Yes. Max.
18:00
Speaker 1
[KEEP_UNCERTAIN] So now it says, getting router settings. OK. OK, now I'm in. It says one node, one device. So to add to add like so how I said I had two others, how would I just do. How do I add the two others that so they'll connect to this one?
19:00
Speaker 2
You need to unplug it and then move it closer. Or plug it in closer to the main cord.
19:00
Speaker 1
Oh, they have to be up to six feet. They have to be six feet from each other? Okay, so if they're, if they're further than that, then it's not gonna work. Okay. So, okay, so after I grab them and I connect them. Okay, I'm gonna go grab them real quick. After I connect them, then they can be a little bit further apart.
20:00
Speaker 2
Yes, it should be three to six feet away. Yeah, um from the main node. Or from the parrot node. No, it will not kind of work because we will set it up or connect it. And after we connect the child node back to the network, then you may relocate it to the area you want to relocate it. And the ideal distance of each node should be within 30 to 60 feet away from each other. After relocating it. So, you need to grab the node. [silence]
20:00
Speaker 1
Okay, I'm grabbing all of them right now. I only have two of them. I think I got them all. So now I'm going to go plug them in next to the router that we just set up. Okay. Okay. Okay, I know.
21:00
Speaker 2
Yes. Right now we're now on
22:00
Speaker 1
Okay, they're both plugged in. Okay, do I need to reset these two, or just leave them? Yeah. Okay. Okay. Yes. Got it. Yep. Okay. [silence]
23:00
Speaker 2
so spins over the right so spins the rabbit all right. And let's wait for about two to three minutes since it's still starting up. And also um let's wait for all that for it ma'am and so it's done starting up and let's check if what's the light status after. If the light status are blinking red, then we need to reset the child mode and then we will connect it. All right. And also on the app ma'am, you are already on the dashboard, right? Can you click the three lines or three lines on the upper left corner of the screen? All right. And then go to Wi-Fi settings.
23:00
Speaker 1
I'm here. is this where I change the password? The, uh, underscore, Velup setup, 544. Okay. Okay. Hard. [silence]
24:00
Speaker 2
okay and all right what's the Wi-Fi name still showing? alright so yes you may change the Wi-Fi name and password if you want on that page. make sure that you remember the password you'll be creating alright? or you can write it down or take a picture of that password. [silence]
24:00
Speaker 1
Okay, I screenshotted it, so I will save that. And then press save. And then one of the Wi-Fi routers is a purplish, pinkish color, and then the other one's blinking red. Okay. So do I let go when the light's off, red? [silence]
25:00
Speaker 2
All right, let's wait for the blinking read. Kindly press and hold the reset button until the light went off and release until the blue light is showing. [silence] All right. [silence] [silence] [silence] Alright, let's wait for the blinking to be simple. Press and hold the reset button until the red light turned out. [silence] [silence] The red light. Turn it off.
25:00
Speaker 1
Okay. Okay. Okay. It's like a dim blue now.
26:00
Speaker 2
Yes, yes. It should be turned off. [silence] All right.
26:00
Speaker 1
Yes. It's like a blue, a light blue color, like a dim blue, I guess. And it's flashing. Okay. And do I need to connect back to the Wi-Fi? I'm sorry, reset it. No, remember, I reset. Yeah, I just reset the name on the first one, so I think it just signed me off of it.
27:00
Speaker 2
release the reset button, all right, okay. Mm. It's still flashing. Okay, let's wait for about two to three minutes until the light status of that node changes to solid Pinkish red. Yeah, kindly, um go to the WiFi settings on your phone and no, you don't need to reset. So go to the WiFi settings on your phone. I I see, all right, yeah, you changed the WiFi name earlier. Yeah, go to the WiFi settings and then find the network you created or the WiFi
27:00
Speaker 1
Okay. Okay. All right. Now, that one is a solid red color, the one that we are waiting for. [silence] Do we want the red one to be per? triple like the other one yeah I'm connected to the one that I just switched the name and the password for yes yes okay okay one two three four five okay now it is blinking like a orange yellow color [silence]
28:00
Speaker 2
I have no need. Um, tell me if you, um, are you connected now to the network you created. [silence] Mhm. All right, so you are successfully connected. [silence] Okay, so the next step you need to do is do the five press again on the main node or the parent node, which is the one that is connected to the modem. Do the five press, like press release per five times, not too fast and not too slow.
29:00
Speaker 1
one's blinking red and the other one is solid purple am I supposed to hold the reset button on the solid purple one to. Okay. Oh, now they're both blinking. One's blinking red and one's blinking purple, like a faster blink. Oh, now they're both blinking red.
30:00
Speaker 2
All right. And what's the light status of the child mode? Are they blinking right now? So solid, all right. Um later. Let's wait for that. [silence] Okay, so let's wait for about three to five minutes ma'am until, uh, they're done starting up or communicating to each other. And once it's successfully connected, yes, um it's normal. It means they're SURE. That they are now communicating to their main node. So let's give it about three to five minutes. Okay, okay.
30:00
Speaker 1
one is green and one is solid blue.
32:00
Speaker 2
All right, so let's wait then for about a minute or two, just to confirm it will stay um with that light status.
33:00
Speaker 1
I'm saying I have three nodes now. So the main one's green, solid, the another one solid green and one solid blue. Awesome, thank you so much.
34:00
Speaker 2
All right, so on the app, it shows three nodes already, and they are all solid blue right now. All right, it's normal. It means that they are now connected to each other. Yes, you may relocate this to the child node area you want to relocate it, and you're good to go. All right,
34:00
Speaker 1
For your help, I appreciate it. That was all I needed. Thank you so much. Me too. Thanks. Bye-bye.
35:00
Speaker 2
All right. You're welcome. Is there anything else that can assist you with audit indeeds? All right. You're welcome, ma'am, and have a good one. Bye for now, and keep safe always.
35:00