V2 Rubric Detail — 6d5328a2-7c91-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:59
Duration
28m 15s
Contact
Becky Mckevitt
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136744
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall32.1% (-3.9)

V2 Grader Summary

The agent attempted several reset procedures but never verified that internet service was restored, leaving the issue unresolved. While ownership was maintained, the troubleshooting lacked tool use, clear communication, and a definitive next‑step plan, resulting in a partial resolution at best.

V1 Case Analysis

Customer reports no internet on any TV; MX2000 node shows red/purple LED. Agent misidentified device as Netgear, gave contradictory reset instructions (5-press vs. 30-second hold), and failed to verify fix. Issue unresolved; recommend modem power cycle, WAN check, and proper node pairing.

Troubleshooting Steps
  • Collected serial number (50DLOM524E04919).
  • Attempted to locate device in system (unsuccessful).
  • Instructed customer to perform 5-press reset on MX2000 ([17:00]).
  • Instructed customer to perform 30-second reset hold on MX2000 ([22:00]).
  • Asked about modem (HT3000W) and LAN connections.
Key Observations
  • Agent misidentified the Linksys MX2000 as a Netgear router at [09:00] and [14:00], a critical accuracy failure.
  • Provided contradictory reset procedures: first 5-press method ([17:00]), then 30-second hold ([22:00]). The 5-press method is correct for MX2000 (per universal_5press_models.md), but the 30-second hold is not a documented pairing/escalation procedure for this model.
  • Failed to verify the WAN connection between the HughesNet modem (HT3000W) and the MX2000 router.
  • Did not confirm whether the MX2000 was correctly paired as a child node to the parent in the daughter's house.
  • No verification of internet connectivity after any troubleshooting step.
  • Call ended without a clear resolution or next-step summary.
Positive Highlights
  • Collected the customer's serial number (50DLOM524E04919) correctly.
  • Identified that the solid red LED indicates no internet connectivity, which is accurate per the KB.
  • Recognized that the device in the customer's house is likely a child node and suggested bringing it closer to the parent for re-pairing ([11:00]), which is a valid troubleshooting step for mesh systems.
  • Asked about the modem model (HT3000W) and LAN connections, showing an attempt to understand the network topology.
Agent Errors / Gaps
  • Failed to confirm the exact router model before giving instructions, leading to misidentification of the Linksys MX2000 as a Netgear router ([09:00], [14:00]). This is a material accuracy failure.
  • Provided contradictory reset instructions: first the 5-press method ([17:00]), which is correct for MX2000 (per universal_5press_models.md), then a 30-second hold ([22:00]), which is not a documented pairing/escalation procedure for this model. This contradicts the KB and confused the customer.
  • Did not verify the physical WAN connection between the HughesNet modem (HT3000W) and the MX2000 router, missing a basic troubleshooting step for internet connectivity issues.
  • Did not confirm the correct mesh topology or pairing status of the child node, despite the customer mentioning the parent node was in the daughter's house.
  • Failed to verify whether the internet connection was restored after any troubleshooting step.
  • Did not set a clear next-step or escalation path before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends without confirmation of internet restoration; router remains red/purple and the call ends without a working connection.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent walks the customer through several reset steps (5‑press, hold reset 30s, wait minutes) but does not verify WAN connection, power‑cycle the modem first, or check cable status.
R3 Partially Met Correct resolution path conf 75%
Agent treats the device as a standard Linksys router and attempts resets, but never determines warranty status or whether the HT3000 is ISP‑managed, nor offers escalation or RMA when appropriate.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies the symptom (solid red LED, no internet) and asks for ISP and model, but skips many logical questions (cable connection, power‑cycle order, WAN status).
T2 Not Met Appropriate tools / resources used conf 90%
No use of the router’s web interface, logs, or remote session – a tool that would be expected for diagnosing a red‑LED, no‑internet issue.
T3 Partially Met No misinformation conf 75%
Most instructions (reset button, 5‑press method for MX2000) are correct, but the agent mixes 5‑press with a 30‑second hold and mentions a “solid purple” LED, which is not a standard status indicator.
Communication
C1 Not Met Clear & professional language conf 90%
The call contains long silences, no clear framing or timeline, and the agent repeatedly asks the customer to repeat actions without summarizing next steps.
C2 Not Met Confirmed understanding conf 80%
Agent uses technical jargon (e.g., “solid purple”) without confirming the customer’s understanding and never checks comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stays on the call, does not transfer, and continues to guide the customer through troubleshooting.
O2 Partially Met Proactive follow-through conf 70%
Agent gives immediate next steps (press reset, wait two minutes) but does not set a clear overall timeline or a follow‑up plan if the issue persists.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the situation did not clearly require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offers no empathy statements despite the customer’s frustration about multiple TVs having no service.
X2 Not Met Tone & rapport conf 85%
Agent does not adjust tone or pace to the customer’s confused, distracted state; continues procedural script.
X3 Not Met Overall experience conf 85%
Customer is asked to repeat resets, hold buttons, and wait multiple times, creating unnecessary effort and repetition.
Call Transcript30 turns · 37 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Well, I'm getting my serial number. I'm getting my serial number off of the link thing. I hope I got the right number down, it's awful long. Um, I've been trying with HughesNet to get my, I can't get any internet on my one tv in the house, and I'm hooked up to this HughesNet and I, I don't know what else to, you know, I he he told me to call you, [silence]
01:00
Speaker 2
ello
01:00
Speaker 1
Okay. Here, just a minute. I'm going going to get off this other phone. Just a minute. Okay. It's 5-0 D-L-O-M 5-2-4-E-0-4919. That's what I have. Yes.
02:00
Speaker 2
Okay, can I have the serial number first, ma'am, for your Lynx's? Let me check. Thanks so much. Let me repeat the serial number just to make sure. That is five zero, D for Delta, L for Lima, zero, M for Mike, two four, E for Echo, zero, four niner, one niner. Okay. Let me pull this one up here first. [silence]
02:00
Speaker 1
the router is. it's this. is which one? the white tower? or other the the black thing. what do you see there, Terry? the white tower. okay, hold on. I don't go back to it. just submit it. and you want now? [silence]
03:00
Speaker 2
And who's your Internet service provider, ma'am? What's the model number, ma'am, of this router? Because I cannot pull up any information about this router that you have based on the serial number you provided me. Do you know the white rower? Yes.
03:00
Speaker 1
Hey McKevitt, Becky, B-E-C-K-Y, the number eight, at Gmail.com. Hey, from here you will okay responding back to u. Okay Beck McKevit. Yes. Correct. [silence] Uh, non-existent. We have
05:00
Speaker 2
Thank you so much. So first name and last name for the account holder? Okay. Okay. All right. let me just add that one here. and this is the best callback number in case the call get disconnected? Okay. Thank you so much, ma'am. So, um, so your concern for your MX 2000, ma'am, is that you don't have any internet connection with one of your TV, right? Okay. So, um, as As a fan from your TV, how's the connection with other of your devices that uses the wi-fi? So
05:00
Speaker 1
[silence] three TVs in the house, one in my room, one in my husband's and one in the living room, and none of those can I get internet-- can I get like Netflix or any of those on, or like the HBO channels that you have to be able to connect to broadband to get there, though I can't get any of those. My TV was the only one that I was able to get Netflix on. Hold on. Josh, I'm on phone trying to fix something. Can I call you back? Oh, I didn't, they're going to. Well, Enze's got a friend over here right now. I didn't know you were picking him up today. I'm sorry. Well, we'll yeah, Elliot's home. I will just have to take her friend home early. I guess. All right. I'll, just come on over. I'm trying to get my TV working. I've got this poor lady on the line. I got to go. Okay, thank you. I put in the code for that there's on the bottom of that the Linksys thing. And that wouldn't work either. So, and he said on his end, it says that it's connected, but on my end it's saying it's disconnected for the network. It's blue. I mean it's red, it's red. Red. And then I hit the reset on the bottom and that turns it blue for a few minutes, but then it goes right back to red. So if I turn the cell, it will be red. So it won't work? It's supposed to be connected. So let me hit the reset. So that'll reset it turn it. Okay, this one's up now? Mhm. Back to red.
06:00
Speaker 2
[silence] I see, what's the LED light mom of the Linksys router that you have? Solid blue, okay. Red? Oh, okay. So that's actually the reason why you don't have any internet connection with everything or with every devices that you have because um if that router is solid red, that means that it's not online. And then we'll continue next time.
08:00
Speaker 1
Oh, you gotta, you gotta explain to me. My old Wi-Fi name, what is that? Right now it's on velup because I put that in, but I can go back to HughesNet and try to put that one back in. That's what I should do? Go back to the HughesNet? Okay.
09:00
Speaker 2
Once we [silence] once we press the reset button, everything that was actually configured on the Netgear router will be removed or deleted. So that will disconnect that router to the internet and then it will revert back to its default WiFi name, which is the underscore V4893 or whatever name that you have underneath the Netgear router. Okay. We need to set up that one in order for it to connect back to your internet service provider, rename it to your old WiFi name if you want to. Well, usually when you actually set this one up, you're not using the default setup WiFi name, right? You have your, you have your [silence] No, no need. Um, for the use net [silence]
09:00
Speaker 1
Mm. A second or two, but I've done it like about three or four times in the last couple of days, so. yes. yes. Well, it's my daughter has the main thing in her house. We're, we our house is connected to hers. And so they, they, they ran the cord through the window closest to her house to get the proper. [silence]
10:00
Speaker 2
No need to connect on that one, because that is with your Internet service provider. I think we'll just have, have to make sure that this one gets online ma'am. Um how long did you press the reset button? How about this one? We'll do one last reset, but um will do it properly. So, um, right now the router is solid red, right, at the top? Okay. Is this one connected to the internet source? Like you have a cable connected between your internet service provider and then this node.
10:00
Speaker 1
signal. And I haven't been over in her house to check if there's anything over there that I should be doing. I asked that man, with should I be going over there and checking anything. And he said, no, you don't have to do that. So I didn't. Yes, an extension, yep. No, it's in our house on a window ledge, it's on our house on a window ledge that's closest to where where this main thing is. And they've got a cord running through the window.
11:00
Speaker 2
Oh! So, so, so this one is the extension or like the child node. So, so, so you have the other MX2000 on your daughter's house. Oh, okay. So, if this one, man, is an extension, we have to re add this one back to the network. So, um to the main one. So, you need to grab this one and also you need to unplug this one, grab it, and then place it at least five feet to the main router. [silence] [music]
11:00
Speaker 1
Okay, well I need to go. Can we do this one time so I know what I'm doing? Okay, hold on. I'm gonna take paper with me and pen in case I gotta write any of this down, because I have all that on there. Okay, so I should go over there. I should go right now and I plug this way when and take it over to my daughter's house and and uh, I can I can get right up to the main thing there, I guess. So that's what I need to do. Yeah, I can plug it in over there. Hold on a second. Let me unplug it. Okay. Well, and I gotta uh, what do I do about unplugging it from the black box?
12:00
Speaker 2
ther which is the same which is the Mx 2,000. And then once we're yeah, once yeah, yeah, sure. Okay. Yes, as long as we're able to plug it near or within the same location where the main one is, then that would be good. Okay. Um, I think you have to remove that one for the meantime, ma'am. [silence]
12:00
Speaker 1
just just remove, take that out Um, it says Hughes Hughes, something and then there's a model number on it HTT three, 000 W. Whoa. Is that it? Okay.
13:00
Speaker 2
What is that block box by the way? Can I have the model number? Let me let me make sure that that is not the modem. H T three zero zero zero W okay. Um let me just double check this one for a while, okay? Okay. This one I'm so D oh
13:00
Speaker 1
Yes. it's from HughesNet, yes. [silence] Yes, but it's not plugged into the black box, it's plugged into the black box. I didn't take it out. Now I got to plug the white one back into the power source. Hold on. I'll do that. And now the light's blue on top of the of the link. What do we call this thing? The white thing? Yeah.
14:00
Speaker 2
this one, the HT, 3000 W that you have. This one is from your internet service provider, right? Yeah, okay. Because this one is actually a modem router. So more likely, you have, you're actually on the main modem or main internet source. So let's let's just try this one. Do not yet go over there, which you think was the main one. Can you plug this one back into this black box? Okay. Okay, let's do it, let's do the power source. Okay. Um, yeah, let's let's just call that one the lynx's router. Okay. It's still blue. Give it, let's give it like two minutes. Let's see if that one will go back to solid red. And then I will ask you to do the next step. So we'll do it one at a time. Okay. all right, so like
14:00
Speaker 1
Instead of- yeah, it's purple now. But it's solid. Yep. Yeah. Is that? Okay. What are you- just- okay, I did five times. Oh, and now it's red. Oh, now it's purple. Solid purple.
17:00
Speaker 2
purple okay, okay, it's purple. okay, so I need you to try this one mom since um you think that that one is solid purple and not solid red so there's a reset button underneath. I know that you've already located where the reset button is. So I need you to press yes ask for okay, um, I need you to press the reset button five times. Do not hold it. Just press it five times. Not too fast, not too slow, just a minimum amount of speed. The interval is one press per one second. So do it five times. is blinking red or solid red. So there's okay so there's like changes with the LED light All right. Let me set a timer on that one. Did it remain solid purple? OK. So I'll just set a timer. Let me set a timer on that one. Let's give it some time. Let's see if there's going to be changes, and then I will let you proceed with the next step. Yeah, sure. If two minutes, yeah, you can just, you can take your time. You're welcome. Yes, ma'am. I'm still here. (moans) yeah, it's two minutes up. How's the light so far? Is it still the same? Okay. Okay. So, I'll just um, I just need to ask ma'am, so for your use net ht 3000 W, you have LAN one and then LAN two, right at the back?
17:00
Speaker 1
yes it's it's connected to the the LAN1 the no Internet. yes Okay. are you gonna time it for me? I'll start I'm
22:00
Speaker 2
Okay, where is the link seine's router connected? Alright, do you have anything that is connected to LAN 2? Okay. Alright, and then let's go to the linksing's MX2000, to the linksing's router. The other end of the cable, that one is connected to the internet port, right? Okay. Alright, so I need you, Mem to reset the, um, linksing's router. So earlier I asked you to do 5 press but this time, I need you to press and hold the reset button of the linksing's for about 30 seconds. So, press and... Yes, let me know if you have already
22:00
Speaker 1
Yep, I'm pressing it right now. Okay, now it's blue. Solid blue, but it's kind of, it kind of is dimming. It's, this is I mean, it's blinking.
23:00
Speaker 2
press the reset button. okay. 15 seconds. okay. You can let go now of the reset button. blue okay. Is it solid blue? okay. dimming okay. Let me know if it's blinking. okay, so let's give it some time to fully recover. Let me know if there is any change. usually will take two to three minutes to fully recover after the reset. Okay. Okay. and then hm. What? Blinking blue? Okay. So, let's give it, like, another three minutes. So, if you need to do something else while we're waiting, you can take your time, okay?
23:00
Speaker 1
and we're gonna wrap things up. No it's just so. This is just the outside of the.
28:00