V2 Rubric Detail — 6e38bd24-6e3e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:29
Duration
43m 12s
Contact
Amelia Haynes
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134232
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance—'hold reset until solid blue' contradicts documented procedure (release after LED flash-and-off); also described non-existent LED states ('solid pink, purple or red'). This is a critical accuracy failure per rubric.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-56.0)

V2 Grader Summary

While the customer ultimately reported success, the agent provided materially incorrect technical instructions—specifically regarding factory reset cues and non-existent LED states—constituting a critical accuracy failure. The resolution was achieved despite, not because of, the guidance. Multiple technical inaccuracies and lack of initial diagnostics prevent a 'Successful Resolution' classification.

V1 Case Analysis

Customer reported two mesh child nodes not pairing (one solid red, one flashing). Agent performed paid-support session, reset nodes, used 5-press pairing, accessed router UI (myrouter.local), set new admin password, added child nodes via web UI. Both nodes returned to solid green. PCI non-compliance occurred: recording disabled and card data saved.

Troubleshooting Steps
  • Moved nodes next to parent and performed hardware reset.
  • Used 5-press pairing method on parent node.
  • Accessed router UI via http://myrouter.local, bypassed security warning.
  • Created new admin password using recovery key (initial incorrect guidance on complexity).
  • Added child nodes through web UI and verified LED status.
Key Observations
  • Agent did not request or record the product model or serial number.
  • Severe PCI non-compliance: turned off call recording and explicitly stated card data would be saved.
  • Correct use of 5-press pairing method for mesh nodes (assuming compatible model).
  • Accurate guidance for accessing router UI (myrouter.local).
  • Inaccurate LED color descriptions: 'solid pink, purple or red' and 'solid green' for ready state (KB states solid blue).
  • Incorrect password complexity guidance initially (18 characters), later corrected to 10 with complexity rules.
Positive Highlights
  • Successfully re-paired both mesh child nodes using the 5-press method.
  • Provided clear step-by-step instructions for router UI access and password creation.
  • Offered to send written instructions via email for future reference.
  • Maintained calm and professional tone despite customer confusion.
Agent Errors / Gaps
  • Missing collection of essential device information (model, serial).
  • Critical PCI violation: disabling recording and saving card data — this is a compliance failure that risks customer data security.
  • Provided incorrect LED status guidance: KB states solid blue indicates ready state, not solid green or solid pink/purple/red.
  • Misled customer about password requirements: initially said 18 digits, later corrected to 10 with complexity rules, causing confusion.
  • Failed to confirm product model before providing model-specific guidance (5-press method).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms both nodes are solid green and says 'I appreciate it... have a wonderful day,' indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed troubleshooting steps but skipped key pre-checks: did not confirm model number, firmware version, or prior reset attempts; began paid support without verifying device status beyond warranty.
R3 Partially Met Correct resolution path conf 89%
Agent correctly offered paid support for OOW device but failed to first attempt best-effort troubleshooting; immediately defaulted to paid service instead of offering free self-help steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (red lights) but did not ask about model, firmware, or prior actions; assumed 5-press method without confirming compatibility.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used web UI and 5-press method, but instructed customer to hold reset until 'solid blue'—a documented incorrect cue; correct cue is LED flash-and-off per KB.
T3 Not Met No misinformation conf 94%
Agent stated 'hold reset until you see solid blue'—directly contradicts KB which specifies release after LED flash-and-off; also claimed 'solid pink, purple or red' indicates nodes are on—no such LED state exists in documentation.
Communication
C1 Met Clear & professional language conf 93%
Agent set expectations, managed payment transition, maintained control despite customer confusion, and guided to resolution.
C2 Partially Met Confirmed understanding conf 91%
Agent used filler words ('uh', 'so'), rushed speech, and technical terms without confirmation; customer explicitly said 'you're talking so fast' and struggled to keep up.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, handled payment, and completed troubleshooting without transfer.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: relocate nodes, wait for solid green, and promised email instructions within 24 hours.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'I understand' and 'no worries' but did not acknowledge customer's frustration with pace or prior failed attempts; empathy was generic.
X2 Partially Met Tone & rapport conf 86%
Agent maintained politeness but did not adjust speaking pace after customer complained; continued rapid delivery and filler use.
X3 Partially Met Overall experience conf 89%
Customer had to repeat email address, retrieve computer, and re-enter recovery screen multiple times due to unclear instructions.
Call Transcript68 turns · 73 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Lincsis 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.linksis.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-, Hi. Thank you for calling Linksis. My name is Tausch. I'm with Acis today.
00:00
Speaker 1
I'm sorry, I wasn't able to hear clearly. Could you please repeat that? Yeah. [silence] Okay. [silence] No, no, I want you to help me. I need help. I I've tried step by step and I can't do it. So I'm willing to pay for it.
02:00
Speaker 2
[silence] regarding the hardware warranty status of your notes. Okay? Uh the thing is, and I really do apologize ma'am, but the hardware warranty status of your devices has already expired. Uh to such expectation we no we no longer provide assistance over the phone or chat for out of warranty devices. Nevertheless all our troubleshooting guides and articles are still available on our support website. However, ma'am if you really wanted to be assisted over the phone, we do have this one time non-refundable support that will last up to 60 minutes for an hour, but it will cost you $15. uh And so, don't worry ma'am, if you don't want to avail the paid service, I can actually send you a step-by-step instructions via email on how to And so, I understand. Yes, ma'am, no worries. So, again ma'am just to verify and see if the device is still within the warranty period as stated in the confirmation email sent previously.
03:00
Speaker 1
[HUMAN_REVIEW] No, that, no, that has changed now because we've retired and so I can't use that emailing anymore. Yeah, it's A- you ready for it? a, am, h, m, N at gmail.com Yeah. I guess. I guess you got it. I can't figure out. You're talking so fast that, and and just A-M-E-H-M-N at gmail.com.
04:00
Speaker 2
email address is your first at your last name marketing.com. Is that correct, uh I see I see. No, I was uh Yes, man. Thank you so much for that. And so again, your new email address is A for alpha M for mike E for echo H for hotel M for mike and for Nancy, gmail.com. Is that correct? Uh all right. Yes, that's correct, man. So, yeah, thank you so much.
04:00
Speaker 1
And I understand you do this all day long and, and, and it's just so easy for you to substitute names for letters, and that, but I'm just, you know, I'm having trouble keeping up with you. But I do want to help with this. So what do I need to give you? Okay.
05:00
Speaker 2
so much for confirming, and Mm-hmm, Mm-hmm, Mm-hmm, Mm-hmm, uh huh. I understand. So kindly give me 1 to 2 minutes, okay? I just need to prepare my tools for us to proceed for the paid service. Thank you so much, ma'am.
05:00
Speaker 1
Okay. Okay. Do you want me to get my card and give it to you now okay let me get it i didn't know that's what we were doing i knew we're going to do it eventually but yeah let me get it [silence].
08:00
Speaker 2
Hello ma'am. Thank you for patiently waiting. Hmm. All right ma'am. I'm now going to turn off the recording uh of this phone so that I sorry off this call so that your card number or card information will be saved. So, can you hold on? Yes ma'am. I have now your card number please. No worries ma'am. Hmm.
08:00
Speaker 1
it is 3 9 7 9 one 5 4 3 6 3 0 1 0 0 2 No No No three seven nine seven Yes
09:00
Speaker 2
[silence], thank you very much for that one. So just to confirm your credit card number is [REDACTED_PAYMENT_DIGITS] Sorry.
09:00
Speaker 1
Yes. Yes. Yes. two [REDACTED_PAYMENT_DIGITS] Well, actually it's four on American Express. seven 8 to 5. seven 8. Okay, thanks. did you said it was [REDACTED_PAYMENT_DIGITS] dollars? [REDACTED_PAYMENT_DIGITS] dollars. Okay, all right.
10:00
Speaker 2
-Is that correct. Thank you so much for confirming and may I have the expiration month and year. Thank you. And what about the three digit security code. Okay. Okay? [REDACTED_PAYMENT_DIGITS] All right, so I'm gonna place the order now ma'am and rest assured that you will be receiving the copy of the receipt for this order, okay? Any hold on. You're most welcome. Yes, ma'am. One five $[REDACTED_PAYMENT_DIGITS]
10:00
Speaker 1
Oh sure. I've got one of them on and one of them's off and one of them is blinking red when I was plugged up and one isn't.
11:00
Speaker 2
[silence] Hello, ma'am. Thank you for patiently waiting. So let's now proceed for the troubleshooting. So may I know again the light behavior on the child nodes. Huh. I see. So yeah, we might need to reset and reconfigure the child node. So since this is for reconfiguration, so for now kindly move all the child nodes next to the parent node. For now, ma'm, just move them next to the parent node, okay? And make sure that they are plugged in. Thank you. Mhm. Mhm. Thank you so much for that. All right, yeah, let's wait for their lights, ma'm, to turn to flashing red, because currently, solid blue or flashing blue indicates that they are still [silence]
11:00
Speaker 1
Oh, okay. [silence] Okay, they're both red blinking now.
13:00
Speaker 2
So, for reset ma'am, just press and hold the reset button and do not release it until you see the solid blue light. Yes ma'am, So, yes ma'am. mm mm. That's great. So, for now, we will just wait for their lights to turn to solid pink, purple or red, for that indicates that the nodes are already on.
14:00
Speaker 1
Okay. How's greens? Yes.
15:00
Speaker 2
Setup mode. And just to confirm that a light on the parent or main node is still showing solid blue. Correct? Solid green. All right. Thank you so much for that.
15:00
Speaker 1
Well, it looks like they're still blue. Flashing, kind of. Uh-huh. Well ... Okay. Uh ... Let's see. I ... I guess the other one's just ... I guess it's solid blue. It's hard to tell. It almost looks black. Oh, now one of them is red. Okay. Okay. Okay. It's red. Okay.
16:00
Speaker 2
hello, ma'am, how is it going there? Mhm-flashing blue. OK. Uh-huh. That's fine. We will wait for another 1 to 2 minutes. Mhm. Mhm. Okay, that's that's great to know, ma'am. So, we will wait for the other one to turn to solid red as well because we are going to reconnect them at the same time. That's great. So, let's now try to reconnect the child nodes using the 5 press setup method.
16:00
Speaker 1
Okay. teacher quickly right
17:00
Speaker 2
Parents, mask, or between node kindly. Press the reset button five times within five seconds. Let's light press release, press release, press release five times. Thank you. Uh, yes, ma'am within five seconds. Thank you. Yeah. Thank you so much for that one. And can you check if the light on the parent node started to flash? Solid green. Alright, got that one. And what about the child node?
17:00
Speaker 1
The they are just red yes yes they are okay on here I go one
18:00
Speaker 2
Mhm. Mhm. Mhm. So for now we, well, again observe the light on child nodes for 1 to 20 minutes and let me know if they are starting to flash. Okay. And just to confirm ma'am are the lights on the child node still showing solid red? I see. Can we press again the reset button on the main node five times within five seconds? Right.
18:00
Speaker 1
2, 3, 4, 5. Okay. Nothing's blinking. Yes, yes. And they are still solid red. I've got the app on my phone. Okay, let let me go get my
19:00
Speaker 2
all right. Thank you. So I see on the parent node. So the parent node's still showing solid green. I see. All right. Got this one ma'am and thank you so much for that information. Do you have a computer that is currently connected to the parent node's network? Uh yes ma'am. However for a reconfiguration I would recommend using or accessing the web user interface for us to like to add this.
19:00
Speaker 1
let me go get my computer. okay? it's in the other room [silence] okay. got my computer here. And I need to type in links, guess.
20:00
Speaker 2
yes, Ma'am. However, before that, make sure that your computer is connected to the parent node network. So, that's excellent. So on your computer, kindly open a browser and type in the address bar, like the upper search bar, H P T T P colon slash slash my router .local.
21:00
Speaker 1
Just a second, my router, okay, hit return. Okay, why am I getting a warning when I try to access my router? Uh-huh. Okay. I, I'm using Google. I think it must be Chrome, it's a Mac.
22:00
Speaker 2
.Font. [silence] Yeah. I just want to go on to my router. That's fine ma'am that's fine ma'am because our router sorry our router has built-in firmware where it's not associated with so on that screen just bypass the warning message. So are you using Chrome? Mhm. Oh uh yeah so if you are using Chrome so just click advanced and then click on proceed to my router. that local and save.
22:00
Speaker 1
Warning potential security risks, so I just click advanced. Okay. It says use invalid security certificate. Mazzerella. P. KIX era self sign C. R. T. I just click accept the risk. It says reset administrator password. login. [silence]
23:00
Speaker 2
Yeah, can you just press advance? Mm-hmm. So, Yes, Ma'am. and are you now on the screen asking you to download or install the linksys app? I see. Uh, that's fine Ma'am, so you're on that screen.
23:00
Speaker 1
yes
24:00
Speaker 2
So the 5 digit recovery key can be found on the parent node underneath the parent node itself. Yes, Ma'am. Do Kim, please create a new router password and make sure the new password is minimal characters. of 18 digits.
24:00
Speaker 1
Okay, I have passwords for three or four different things associated with it. Oh me, okay. ADMIN for the router.
25:00
Speaker 2
Yes, ma'am. Uh, this, this would be the router.
25:00
Speaker 1
is for the Just a minute. Oh, and a hint. Well, I see that's what it was. Well, it's just sitting here now looking at me.
26:00
Speaker 2
Mm-hmm.
26:00
Speaker 1
Okay, I've typed in both and said reset, but it's not taking me to another page. It says create a new password. And can I? Nope, nope.
27:00
Speaker 2
One option you can see on the screen right now. Yeah, for the, mm-hmm. And then, ma'am. Did you receive an error? Mm-hmm. I'm sorry, yeah. Aha. However, for the new router password, ma'am, it should meet the requirements, so the requirements are, the new password should at least 10 characters.
27:00
Speaker 1
Okay. I haven't done that. what is auxiliary [silence]
28:00
Speaker 2
and land there should be no space and consecutive identical characters it should have one upper one lower one digit and one special character here. No worries. And for the hint field you can just leave it as blank since it is optional.
28:00
Speaker 1
well, I haven't been notified of anything. [silence] Well, I'm stuck I guess. [silence] at my. Yes, please. Okay. Uh-huh. Okay. That's at "ann" okay.
29:00
Speaker 2
No worries, ma'am. Would you like me to recommend a temporary password instead? No worries. So, so your temporary router password is Linksys, for the L, it should be capital L, so capital L, lowercase ink sys. And then for the no for the numbers, type in one to nine. So one, two, three, four, five, six, seven, eight, nine. Uh-huh. And for the special characters, you may type an exclamation mark. Yes, ma'am, the exclamation mark.
30:00
Speaker 1
Okay, it's still, oh, we're having trouble finding that site. Wait a second, let me see what nothing. Server, just server not found. Oh, what we did is what happened is that I got off of points that are off of it switched. Oh boy, I'm back at the beginning. Okay, I guess I'll do it again. I'm back at inner recoversion.
31:00
Speaker 2
yeah, click submit or create new password. sorry, ma'am. Can we try to reload or refresh the page? oh. ah. see. see. yes, ma'am. So. [silence]
31:00
Speaker 1
[KEEP_UNCERTAIN] What good is this recovery key? I mean, it's like, if I ever need to recover anything, you know, it's never, I mean, nothing's ever available to recover. 25140. Okay, submit. Yes. l. . . S-Y-S and 1-2-3456789 and at the moment. Okay.
32:00
Speaker 2
[KEEP_UNCERTAIN] Yes, ma'am. I guess. You are now again on the screen asking for a new password, correct? Yes, ma’am. So, don’t worry. Rest assured that you can use the same password back. Yeah, one. Exclamation mark. Click OK.
32:00
Speaker 1
Sorry for the inconvenience. Can I ask you your full name please? Ruben Shadows. Ruben Shadows. Oh, this allows. Let's see. Um. So I can sign in, yes? Yeah, it says username. Should I just say admin? Okay. I'm finally excited. To see. If you could. What's your first name? My first name's Ruben Shadows. Oh, thank you. You must type of very slow today. Hello again. Okay. And have you scanned the QR card? This allows you to access. Oh, this allows you. Okay. Thank you. Can you sign in then? Yes. So is this from the country is Canada? No. No. Is your country Thailand? I don't know. No. This is really great. Yeah. Thank you so much. All right. How fast? This is really fast. About [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] minutes listening to some music. That's really fun. I will have a good weekend certainly. Thanks, Lance. Okay. Bye.
33:00
Speaker 2
Yeah and then click the create new password button [silence] Is it [silence] Is it loading or it asks you to reset again the password? Yeah. That's excellent, ma'am. And on the web user interface look for CA, like Charlie Alpha and it can be found on the bottom right corner.
33:00
Speaker 1
I'm right. P-R-O-N-T-I-E-L-C-I-C-E-I-C-A. it says, waiting for I'm here now on Wi-Fi settings.
34:00
Speaker 2
yes ma'am and no ma'am and no ma'm uh cah a tiny word that says CA and again it can be found on the bottom right corner yeah that's the one kindly click that [silence] just let me know ma'am once you have clicked CA hum did [silence] yes [silence] all right [silence] so since you have already clicked CA then just click on the connectivity or connectivity tab [silence]
34:00
Speaker 1
okay. B a router set up? ok. okay. and I click add wireless tile nodes. and I say okay, or. [silence]
35:00
Speaker 2
and click on, uh, the a router setup tab or setup tab. Uh-huh. All right. So that's correct. Ma'am, kindly click the add wireless child mode button. So once you click it, the button will be grayed out and that's actually fine. Ma'am. So, yes, man. I yeah, you may press okay and then check if the lights on the child mode are starting to flash.
35:00
Speaker 1
Yeah. One of them is. Uh-huh. Okay, they're both flashing now. Okay.
36:00
Speaker 2
That's excellent, ma'am. That means that that child node is now trying to reconnect to the network, and then yeah, let's wait for the other child node to turn, too, flashing red as well. That's brilliant, ma'am. That means that both of them now are trying to reconnect to the network. So, for now, we will observe their lights for 34 minutes. Thank you.
36:00
Speaker 1
Okay, they are both still on and offing. Oh, let me, let me, let me put my
37:00
Speaker 2
Your Docket number your is
37:00
Speaker 1
my parent back on the floor. Oops. One of them. Is green. Solid green. Yeah. Yeah. Yeah, it turned red. Okay. Ahh, it did. It is still blinking on and off red.
38:00
Speaker 2
Mhm. That's great to know. However, That's a good sign, ma'am. However, we will wait for another 30 seconds or a minute, okay? Just to make sure that they are already working properly. Thank you. No worries, ma'am. Rest assured that it will turn back to solid green. Mhm. Excellent. And what about the other one? Uha. Got that one. So, yeah, we will just wait for that one to turn to solid green or blue as well. [silence]
38:00
Speaker 1
Okay, it's green. Both of them are green. I'm so tickled. Okay. Oh, wonderful.
39:00
Speaker 2
That's brilliant. Okay, that's great. Now, however, again, let's Yeah. However, again, ma'am, let's wait for another 30 seconds or a minute, okay? Don't worry. After a minute, if both child nodes are still showing flashing green, press Sa to get to you. Can already up plug them and then relocate them back to their designated location. Yes, man. So, So and for relocating the child nodes, you may simply unplug and relocate them, okay? So once you have relocated, just wait for their lights to turn to solid green. And yeah, there's no need to press the reset button again.
39:00
Speaker 1
Okay. Well, they're both just solid green now. Okay. Okay. Okay. Then let me ask you something. I see here. Under Wi-Fi settings, I've got Linksys 2.4 gigahertz. Then I've got two other Linksys's here at 5 gigahertz. And I think I just, I tried to set up the password. I sort of made a mess out of it. Um, I don't, I don't, well, I don't know. What is this? Are they, these are not the little pant little children, are they? [silence]
40:00
Speaker 2
That's great. So rest assured, ma'am, that you can already unplug and relocate them back to their designated locations. And again, you may simply take your time as well. Uh-huh. Okay. Uh-huh. Um I know, ma'am. Since your devices or the nodes use mesh technology, that means that all of them.
40:00
Speaker 1
[silence] Okay, now. Go ahead. Go ahead. [silence] Okay. [silence] All right. Well, fabulous, fabulous. And um, I appreciate it. So I can go and plug them in where I want to now. Uh huh. Okay. All right. I appreciate it. Sure. Okay, well, thank you so much. You have a wonderful day. [silence]
41:00
Speaker 2
[silence] [silence] Yes, ma'am and also the recommended distance between the nodes is [silence] 10 to 15 ft, okay? [silence] Don't worry, that's just for the recommended distance. [silence] So also make sure that the child nodes or the nodes are in line of sight. [silence] Uh huh. [silence] So, [silence] yes ma'am, that should do it. [silence] And, [silence] thank you so much for your appreciation and yeah, I really appreciate your time and cooperation as well. [silence] And [silence] by the way, in future reference, would you like me to send you [silence] still the step-by-step instructions via email [silence] or you're going to give us a hi. [silence] All right, rest assured that you will receive the instructions [silence] within 24 hrs. [silence] You're most welcome, ma'am. [silence] And [silence] You as well, ma'am. [silence] Thank you again so much for calling. [silence] Have a great day.
42:00