V2 Rubric Detail — 76115d0c-6444-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:47
Duration
21m 38s
Contact
Howard Collins
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00132701
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device will not reset
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp3.57/5
Overall61.5% (+5.5)

V2 Grader Summary

The agent demonstrated ownership and technical accuracy in explaining the discontinued status and correct power specifications, offering a prorated refund and workaround. However, troubleshooting was incomplete without tool use or LED verification, and the final resolution was not confirmed. The customer was not guided through a full reset or reintegration process, leaving the issue partially resolved.

V1 Case Analysis

Customer reports a mesh node (MX2000) that will not reset. Agent suspected incorrect 2A power adapter and advised using a 12V 1.5A adapter (incorrectly named 'KTec'). Offered prorated refund pending receipt. Suggested borrowing a power adapter from a working node and adding the node via the Linksys app. No model/serial confirmed, no case created.

Troubleshooting Steps
  • Asked customer if they had a receipt to validate warranty/refund eligibility.
  • Identified incorrect power adapter (2A) as likely cause of node failure.
  • Advised using a 12V 1.5A power adapter (incorrectly referenced as 'KTec').
  • Suggested borrowing a power adapter from a working MR7500 node to test functionality.
  • Provided high-level instructions to add the node via the Linksys app after power-up.
Key Observations
  • Agent never confirmed exact product model or serial number, despite troubleshooting a hardware-specific issue ([05:00], [13:00]).
  • Long silences and disjointed flow reduced efficiency ([01:00], [02:00], [16:00]).
  • Agent provided an incorrect power adapter brand name ('KTec') — not a known Linksys OEM ([08:00], [09:00]).
  • No verification of node LED state or reset procedure was performed ([17:00], [19:00]).
  • Refund offer made without warranty lookup or case creation, violating protocol ([06:00], [11:00]).
  • Agent failed to confirm whether customer could access the Linksys app or needed step-by-step pairing guidance ([18:00]).
Positive Highlights
  • Correctly identified the required power adapter specification (12V 1.5A) as critical for node operation ([07:00]).
  • Suggested a practical interim solution: using a working node’s power adapter to test functionality ([16:00]).
  • Offered a prorated refund as a goodwill gesture for an out-of-warranty, discontinued product ([06:00]).
  • Provided correct general guidance to add the node via the Linksys app as a child node ([18:00]).
  • Maintained a calm and empathetic tone throughout, acknowledging customer frustration and non-technical background ([11:00], [19:00]).
  • Recognized that the main router (MR7500) was operational and did not recommend unnecessary resets ([19:00]).
Agent Errors / Gaps
  • Did not collect or confirm product model/serial number, despite troubleshooting a hardware-specific issue.
  • Failed to perform a warranty lookup before discussing refund eligibility.
  • Provided an incorrect power adapter brand name ('KTec').
  • Did not verify node LED status or guide customer through a specific reset sequence.
  • Did not create or reference a HappyFox case.
  • Did not confirm customer’s ability to use the Linksys app or need for detailed pairing steps.
  • Allowed long silences without explanation, reducing call control.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent offered a prorated refund and suggested using a third-party power adapter or borrowing one from a working node, but did not confirm whether the node was successfully reset or rejoined the mesh — outcome not verified.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent asked about power supply compatibility and suggested testing with another adapter, which is relevant, but skipped key steps like checking LED status, using the app, or guiding a proper reset sequence.
R3 Met Correct resolution path conf 95%
Agent correctly identified the MX2000 as discontinued, explained no replacement units are available, offered a prorated refund (pending receipt), and suggested a third-party or borrowed power adapter — appropriate path given product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (node won’t reset) and explored power supply as a possible cause, but did not systematically isolate the issue (e.g., verify LED behavior, test with known-good adapter, use app diagnostics).
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not attempt remote access, check admin UI, use the Linksys app, or guide LED status verification, despite the issue being resolvable with tool-assisted diagnostics.
T3 Met No misinformation conf 95%
Agent accurately stated the correct power specs (12V 1.5A), brand (KTec), and that the model is discontinued — all consistent with Linksys documentation and KB references.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to set clear expectations at the start, had multiple long silences, and allowed the conversation to drift without structured transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used mostly plain language and repeated information, but introduced terms like 'prorated refund' and 'power adapter specs' without confirming understanding, and did not adapt pacing to customer’s frustration.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, offered multiple resolution paths (refund, third-party adapter, borrowing), and committed to assist further if needed.
O2 Partially Met Proactive follow-through conf 85%
Agent explained the need for a receipt for the refund and suggested using another adapter, but provided no timeline for follow-up or confirmation of next steps.
O3 Partially Met Closure confirmation conf 80%
Agent referenced the ticket but re-asked about purchase source and power adapter details already discussed with prior agent, causing repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent was handling a discontinued product with appropriate best-effort support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy (“I understand,” “I see”), acknowledged customer effort, and remained courteous and patient despite customer frustration and repetition.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a calm tone but did not fully adjust to customer’s emotional state or simplify technical details; customer expressed confusion about reset steps.
X3 Partially Met Overall experience conf 85%
Customer had to repeat information about the power adapter and purchase history; agent asked redundant questions instead of reviewing prior notes.
Call Transcript38 turns · 40 lines
Speaker 1
this is to links it to technical support calling this call is recorded for quality assurance please hold as we connect you to a links its specialist hello hello this mark from the links it is level to tech team this is a follow out regarding links it's ticket little this is the best us to call it back well from what i understand you have one node that's not resetting okay can't see here that you did the possible steps that we can perform i'm reading the steps that you perform so is the node still plugged in or what happened [silence]
00:00
Speaker 2
It's out of the system. The system wouldn't work with it plugged in. He tried quite a few different ways. a lot of options and so on and so forth. and uh could not get it to reset. uh the rest of the system is working. now that it's getting phone. It's back up again. Okay. So what are you wondering? I'm not around my computer and stuff. I'm working.
01:00
Speaker 1
Are you have to call you again and do that step to connect a computer straight to the router? Call. Well, I see. Well, you don't have I see. And you're not with the router at the moment. I see. All right. I understand. All right. The purpose of connecting a computer straight to the router is for us to determine if its web interface is still accessible. Because if it is, then we can probably [silence]
02:00
Speaker 2
[silence] [silence] [silence] how would I do that? [silence] he wanted to do that. There's no way to do that. [silence] my computer's a laptop, [silence] and it doesn't have an internet plug on it. [silence] there's no way to hook it to my computer. [silence] No, I am not. [silence] It won't work on there. We tried for a long, long time yesterday. [silence] It uh, it will not function. [silence]
02:00
Speaker 1
Well, is that a Windows computer or a Mac computer? Okay. Windows usually has the Ethernet port, but... I understand. Well, I think you were asked to provide the receipt. Do you have a copy of the receipt? Or where did you buy this?
03:00
Speaker 2
Yeah, I... I do not have any capability to hooking it to my computer. It's not a Mac. It's a Windows. You know, you know what? I don't want to argue with you. No, I do not. I bought... [silence]
03:00
Speaker 1
I see. So for this particular unit, was this bought as a single pack or did it come with two pack, three pack.
05:00
Speaker 2
another number and I've got a hold of whoever I talked to yesterday, real nice guy, and he walked me through it all and, and he said that the node, what he came up with is the power supply to it was the wrong power supply that was supplied with it from, from you guys. It was a 2 amp instead of 1 1/2 amp. So he said it probably messed it up where it can't be repaired. And he tried numerous ways, I mean, he worked with me for a long, long time. And, uh, he wanted me to hook it up to the computer and I told him there's jacks on my computer and what I've got, there's no way I could hook that node up to my computer. [silence]
05:00
Speaker 1
Yeah. Well, the situation here is like this. This model is already discontinued and no other models can be offered. And so, we will provide a prorated refund instead. Now, that's why we wanted the receipt to first validate the warranty of the unit. Second, is to for us to know how much you paid for it. Cause that's where we base the refund calculation.
06:00
Speaker 2
Number off of it and stuff. He told me it was warranty. And long story, after all the stuff we went through and everything else, he said, in the next 24 to 48 hours, somebody would be contacting me about getting getting me one through warranty. And so that's probably why I got this phone call. Yeah. Let me ask you this. Is there a charge? Is there? Is there a power supply still available for those?
06:00
Speaker 1
Let me check. Yeah, let me check. Well, for this model, sir, since it has reached its end of life, no longer being manufactured. And upon checking, we no longer have a power adapter for it as well. Now what we we recommend is that you can actually buy power adapters, third party power adapters online. Just make sure to match the power rating that it required. So, understanding that should be a 12-volt
07:00
Speaker 2
because I still got a node but I don't have a power supply to swap it out with because it, the power supply is wrong. Oh, can't get them because, it's,
07:00
Speaker 1
oh, we don't have a specific brand for it. As long as it's. Okay. Yeah, I understand. But, of, by, from what I know, the, brand for the Linksys, units, the power adapter is brand the brand is K touch, but I'm not sure if they independently.
08:00
Speaker 2
Can you text me what brand and where I could get that? What brand and what model it is so I know what to order, the right thing for the plug? You know, I'd want to make sure I got the right male plug, the right kind of plug that'll plug into it, you know, on the power supply.
08:00
Speaker 1
I sell car adapters instead of manufacturing it for routers. But the the brand is KTec. KTec. Twelve volt 1 and 1⁄2 amp. But uh, do you remember what's the brand of that power adapter? It's, it says Linksys on the power adapter.
09:00
Speaker 2
Okay. tech K is then just okay tech and it needs to be like a one and a half amp 12 volt. Yeah, it's going to surprise that that two am power supply has been on there for a long time and work. So I'm kind of surprised that that's what he thought the problem was because for a long time, that's what that's always been the power supply on there. Yeah, it's uh it's the links, however you say it, Linksys or whatever. It's the original one that came with it. Yes, it's white and
09:00
Speaker 1
Oh. mm-hmm. mm-hmm. Uh-huh. Uh-huh. You. You bought it from us is it was it during a call? Maybe you still have the [silence]
10:00
Speaker 2
and, you know, I've got... I've got three or four. And they're like one-inch wide. They're... they're oblong. They're like one-inch wide and two-and-a-half inches long. And this one's like two-and-a-half inch square. So it's a different shape. Well, I bought... originally, I think I got... I think I got three nodes originally, and then I bought three more from you guys at one point in time. And when I got those, one of the power adapters was different than the other two. But I didn't even think to look about checking that because it came from you guys, so I didn't think I need to worry about it. I didn't check the amperage or nothing. The second order, yeah. The second order I did, yes.
10:00
Speaker 1
The email after buying it or ordering it. G. So that's a situation, sir. If we want to proceed with the pre-rated refund, a receipt should be provided, but if you want to go with the route to look for the power adapter.
11:00
Speaker 2
No. I might have somewhere, but I'm an old man. I'm not a tech person, and I tried to do the instructions to get this thing set up for two to three hours yesterday and couldn't. So then I called and the guy on your end of the phone was very helpful and walked me through it all and got it set right up, but it still took quite a while. Yeah, I don't. Yeah, I'm really not going to hassle you guys over that. Whoever I talked to a while back sent me an email, sorry, but he said would
11:00
Speaker 1
yeah, but I'm wondering, were you asked to use the power adapter of the existing units for this one, this note that just don't reset, have you tried that, I know, uh I mean, just you mentioned that, you initially ordered uh three pack from another seller and then when you called in link this, or
12:00
Speaker 2
work better and be stronger for my situation. And didn't even charge me for it, just sent me a unit. You know, the main so I'd have to use a mother node. I could use use uh, and that's why the one that I was using as a mother node before I could use as a kid. And but I need a power supply for it. I mean, when I get the new power adapter, try resetting. No, I didn't. uh ordered it from you guys. No, I didn't get it from another seller.
12:00
Speaker 1
I mean, you initially had three nodes, and like, where did you buy those notes from? Dish. OK. OK. and those are also MX2000s. The older, the ww0 ones or threes. OK. OK. Yeah, I think he's referring to Apple HomeKit integration, because that model doesn't have HomeKit. OK. OK. OK. OK. OK.
13:00
Speaker 2
from dish network, the TV people. The guy that was hooking up the dish, he he was representing you guys in selling them. No, they were that other, other style. The, uh, they're the older ones. they're a little bit, they're a little bit smaller. They're still white towers, but they're a different thing. He said something about Apple even that he thought it was something that I've never had Apple products. But uh, he said that setup, those things were some way represented by I think he said by Apple. Well, but it was it was a Linksys. Oh, okay.
13:00
Speaker 1
model supports that feature now. Yeah, so for the MX 1000, sir, you you also have three nodes. Am I right? So have you tried to use the power adapter of one of the working [silence]
14:00
Speaker 2
And then when I got, when I, when I expanded my mesh system, uh, say I'm on an acreage and I've got little cabins and a barn and a workshop and, and so all of that, it's not all in one building. They're like 100, 150 feet apart and it's been a great system, but, uh, I finally went down, it was from this one node not working. And so I got everything reset, but I do have, I do have that one node that if I could get the power supply, I would be back 100% and be in good business. But, uh, I guess I'll have to try to figure out how to get a power supply for it. I, I think so, I think I've got a total of six.
14:00
Speaker 1
Can we use MX2000 for this unit?
15:00
Speaker 2
Well, I was kind of afraid to cuz he said he said he said that's what screwed up the other one. Cuz it's um a 2-AMP instead of an one amp and a half. You think what? Yeah, another half an amp shouldn't matter, huh? Yeah, up and up until a few a while back, I just I was too busy with health issues and stuff like that. To reset everything. So I haven't been using the system to all my structures, but now it's summertime and we're out and about and and I need the Wi-Fi around for the shop.
15:00
Speaker 1
Yes sir, So try that power adapter of the working nodes for these nodes and if it works then it's an issue with the power adapter then just get a powered up. [silence] Well, it differs So let's say well if ever let's say you plug it in it works using the
16:00
Speaker 2
and uh, I've, I've got the shop working and I've got, I think four of them out working, but I, I need that one more, but I'll have to, to find the power supply. But you're telling me maybe I just use the one I got, even though it's two amps. Okay. And all I should be, all I should need to do is I put that on and then I have to reset the node, right? 'Cause the node, the other node, I, I could put it on there and then I'm going to have to probably uh, get my, what is it, 7,500 system to recognize it, right? [silence]
16:00
Speaker 1
If power adapter of the other units and if it lit up purple or steady red, then you can just add it immediately. But if steady blue, well since we're trying to use the power adapter of the other node for this node, then the other node will be turned off first, since we're using the power adapter of it's, power adapter for this other unit. Yeah. Well, you're just adding a child nodes, sir. So it should just be simple, uh, simple. So for that note, for this node, if ever, uh, well, assuming that it will have a purple light after using the power adapter of the other unit, then, uh, you can use the linksys app to add it. If you still have the app and yes, you can use the linksys app to add it. Yeah, there would be, there's a specific uh, option there for that.
17:00
Speaker 2
To that system without screwing everything up. That's what I'm asking. How do I do that? I plug it in into the system so it becomes part of this system. How do I get that main unit to accept it and it work in the mesh system? What do I just reset the node? They have the links this app on my phone, and it'll walk me through how to do that. [silence]
18:00
Speaker 1
to add a node, and once you follow the steps, you should be able to add this node as a child node. I know... um... you don't need to reset the main node, because we... we'll know that it's working, and child nodes are also working... yes. [silence] on the child node. [silence]
19:00
Speaker 2
Yeah, I figured I'd probably have to reset hit the reset button on the bottom of it, but I didn't know if it's for 20 seconds, or one minute or two minutes or whether I do the one on the main unit, reset it, but I I'm afraid that would change everything on every [silence] Okay. So I just do reset on the little node on the child. Okay. Okay. But yeah, I'm not I am not going to hault you guys about a refund or pro-rated or anything like that. Your system has been good, the help is always been good. I've always been able to get my questions asked. And after all, they sent me this new thing that replaced my mother that what is it.
19:00
Speaker 1
And X-and-0, 7500, is that the one within tennis? The black unit. Yeah, uh, that's the M-R-7 out. There. Oh. That's actually a top-of-the-line router, sir. But, unfortunately, it's also been discontinued. It's no longer be being-nufactured. Yeah. But, also, if ever using the power adapter uh will work for this unit, you can give us a call.
20:00
Speaker 2
for the, for the um, for the max-7500 and I did charge me for that and I'm, I'm sure that one's cheap. Right? Yeah, it's got four antennas on it. Yeah. And, and they need to even charge me for that. So I mean, you guys have been very nice. I mean I it could have charged me for that thing and that thing couldn't have been real cheap. Yeah. Yeah. Okay. Well, it's up and running. I got systems going. I'm using the Wi-Fi right now to talk to you.
20:00
Speaker 1
Sir, and then we'll assist you in adding it as a child node. Sure. not a problem, sir. you're welcome. to you as well. all right, sir.
21:00
Speaker 2
Okay, I appreciate that. Thank you for the follow-up. Okay. Have a good day or what's left of it. Uh huh. Bye.
21:00