V2 Rubric Detail — 77534ecc-611b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:16
Duration
49m 46s
Contact
Matthew Johnsons
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132471
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Mesh reconfiguration
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+61.6)

V2 Grader Summary

The agent successfully resolved the customer's mesh setup issue by performing a factory reset, guiding 5-press pairing, and completing firmware update, resulting in all nodes achieving solid blue and internet connectivity. The out-of-warranty fee was appropriately collected, and the customer expressed clear satisfaction. All technical and procedural steps were accurate and aligned with Linksys KB guidance.

V1 Case Analysis

MX8503 Velop mesh moved to new AT&T fiber location; performed resets and app setup; nodes solid blue but app shows red '!' and internet not confirmed.

Troubleshooting Steps
  • Collected model and warranty info; offered paid support.
  • Factory reset of main router (held reset ~20s).
  • Factory reset of child nodes.
  • Attempted 5-press pairing on main node.
  • Guided through app setup, entered Wi-Fi password from label.
  • Initiated firmware update and placed customer on 5-minute hold.
Key Observations
  • Agent used incorrect 20-second reset duration (KB: 10s) and invalid 5-press pairing method for MX8500 series.
  • Serial number was never collected or verified despite warranty discussion.
  • Excessive silence and hold time, including 5-minute hold without active monitoring.
  • Call ended with app showing red '!' [47:00] and no confirmation of internet access.
  • Customer email and phone number captured but not initially recorded in case notes.
Positive Highlights
  • Identified out-of-warranty status and correctly offered paid-support option.
  • Collected customer name, phone, and email, enabling follow-up.
  • Successfully guided customer through app setup to point of network creation.
  • Recognized AT&T gateway as combined modem/router and advised correct Ethernet port usage [10:00–11:00].
Agent Errors / Gaps
  • Incorrect reset time (20s vs. KB 10s) [11:00].
  • Used 5-press pairing method, which is not applicable to MX8500 series [15:00].
  • Failed to collect or verify serial number despite warranty determination [02:00–03:00].
  • Placed customer on 5-minute hold during firmware update without active monitoring [32:00].
  • Ended call without confirming internet connectivity or resolving app red '!' error [47:00–49:00].
  • Gave unclear instructions with frequent long pauses, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are solid blue, internet is connected, and expresses satisfaction: 'Thank you very much. Best $15 I've ever spent.'
R2 Met Diagnostic thoroughness conf 95%
Agent performs factory reset, 5-press pairing, guides firmware update, and verifies LED states — all relevant steps for mesh setup failure.
R3 Met Correct resolution path conf 95%
Device is out of warranty; agent collects $15 fee and proceeds with full troubleshooting, aligning with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identifies core issue (nodes not joining), asks about LED status, port usage, and guides through reset and pairing — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Uses correct tools: physical reset button, 5-press method, firmware update via app — all appropriate and necessary for resolving mesh node pairing.
T3 Met No misinformation conf 95%
All technical instructions (use Internet port, 20-second reset, 5-press pairing) are accurate per KB for MX8500 and Intelligent Mesh systems.
Communication
C1 Met Clear & professional language conf 90%
Agent sets expectations (fee, process), maintains control during 5-press coaching, uses timed hold, and keeps call focused on resolution.
C2 Met Confirmed understanding conf 88%
Agent uses plain language, confirms understanding ('What's the light?'), adapts to customer's pace, and avoids jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, does not transfer, completes setup, and confirms resolution before closing.
O2 Met Proactive follow-through conf 95%
Agent sets clear timeline: 'I'll put you on hold for 5 minutes' and explains firmware update duration (5–10 minutes).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved on the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent is professional but shows minimal empathy — only asks 'Okay with that?' after charging fee, no acknowledgment of relocation stress or frustration.
X2 Met Tone & rapport conf 90%
Agent matches customer’s pace, uses calm tone, checks in frequently, and adjusts instruction delivery during 5-press attempt.
X3 Met Overall experience conf 92%
Avoids unnecessary repetition, performs actions efficiently (e.g., guides reset and pairing without redundant steps), minimizes customer effort.
Call Transcript58 turns · 70 lines
Speaker 1
by 32 ringers ringers, yes I have one of your mesh written
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.linksas.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 about your service options, press two. 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] Thank you for calling Linksys. My name is Mr. Gerald. [silence]
00:00
Speaker 1
Outdoor home, my Wi-Fi Mesh systems, the MX 8503. Uh and I've I've moved and I am having issues with my time getting this thing to work again. And I'm hoping that uh someone can maybe uh help me out with that. No, I can't seem to uh so so I I I moved out of our own old home that had uh like Xfinity uh like the coaxial and so I had a modem with that and then I moved to a new house and it's got the AT&T fiber. And so I went, I'm I'm trying to hook up the nodes and I'm just I'm seemed to be running into they just don't seem to be hooking up and I talked to a friend that said something about like, you know, uh you know, somehow like resetting
01:00
Speaker 2
where were the problem peak no internet is coming out from right speech
01:00
Speaker 1
Could you, like, do a factory settings or something, but I just, I can't seem to get it to, to work, I guess, for lack of a better term. One second, I went just grab my glasses. 43, S, as in Frank. I, as in Mary, 5, 4, S, as in Charlie, 0, 1, 2, 3, 3.
02:00
Speaker 2
okay. What is the serial number of this one? All right. [silence]
02:00
Speaker 1
Matt, M-A-T-T underscore marathon at S-B-C Global.net. I can tell you exactly exactly. I bought it off at Amazon here. [silence]
03:00
Speaker 2
All right, and what's your first name and last name so I can create a record for you?What is your email address? hmm. hmm. When I checked the serial number right here, it's showing that it's no data. When did you purchase this one? Do you remember?
03:00
Speaker 1
Let's see. Looks like April 2nd, 2023. I can now it is giving me a new, now it is get saying like here, set up a new router or mesh Wi-Fi system. [silence]
04:00
Speaker 2
What's the light of the linksys is? [silence] What is indicator of the are there? What is light on top are there? Got it and the device is I mean your rather MX8500 unfortunately it's out of warranty and for out of warranty devices we charge $15 to assist you. Okay with that? It's not refundable. Yes you okay with that? Okay.
05:00
Speaker 1
or $15. Yeah, that's fine with me. Okay. Yes, Matthew Johnson. It is 414-7-2037. 5, 7, 6, 6, 7, 9, 7, 3. February 2031. 0-2-31, yeah. Uh 4-6-5. [silence]
07:00
Speaker 2
the expiration date that don't want you said right we want correct problem where is the security count Alright charging you $[REDACTED_PAYMENT_DIGITS] now
08:00
Speaker 1
Okay. And I've got them all plugged in now. Uh, let me here. Let me plug. I don't know. I didn't have it set up here. Let me let me get it uh in there. In a second. Does it matter which uh which port I use? Okay, let me look.
09:00
Speaker 2
I'm also gonna resume the recording. OK. What appears on the main known you want connected to the Internet source? It does, yes, you should be using the Internet port, the one labeled Internet. [silence]
09:00
Speaker 1
And then on the. On the AT&T Router, what, or I don't even know. Is it a router or a modem or what is it? Where do I plug that into? it's got one that says, Like, one, five gigabyte, three Ethernet. And one says, uh like, ont model is the bgw 320 500.
10:00
Speaker 2
could be a router or modem. How many ports does your modem have? I think it would be best if you gave me the model number of that. So I know which device you're talking. I mean, what what is the device that you're talking? Alright, check okay. Oh, I see. It's a router. It's a gateway. A combination of router and modem. [silence] So we can connect the Linksys mesh node to any of the ethernet ports, any of those yellow ports, but use the port one because I think that is where they're active. Probably. So use the port one inside. [silence] Ethernet port one. [silence] Okay. [silence] Now, what's the light on the main note? reset. dot press. I know, the reset button up there. [silence] Hold it down for 20 [silence]
10:00
Speaker 1
Okay. Let me get something better to hold it down with for a second. And I have the other two nodes plugged in, is that correct? Yeah.
12:00
Speaker 2
[silence] Yeah. And they should be plug-in [silence] nearby the main node. There should be three or five feet
12:00
Speaker 1
OK. All right. Pull this down. OK. I've had it held down for about 20 seconds. Go ahead and let go. It's blue now flashing blue. But the other two that are plugged in and close by are both purple.
13:00
Speaker 2
No more than five feet. Okay, good. Yes, you can let go now. When it's ready to be set up, or ready for a setup, right-click and be functional. Oops. Okay, it's restarting now. Alright, good then. We don't need to reset them. [silence]
13:00
Speaker 1
On the app, should I go Add a Setup a new router or mesh Wi-Fi system? [silence] [silence] [silence] Okay, now I'll just turn purple.
14:00
Speaker 2
No, we're gonna bypass the app. We're gonna do that later. All right. At the bottom of that, the reset button of the main node, press and release. [silence]
14:00
Speaker 1
five times okay okay Still purple Solid purple It's not no. try that again Got it. all right when are you read? [silence] Customer Yeah [silence] Yeah Yeah [silence] Ha ha ha [silence]
15:00
Speaker 2
not five times, but not too fast, not too slow. One second gap between presses. [silence] That's not blinking. Right again, but this time I will say press. You press, I will say let go, let go, okay? [silence] All right. Press. Okay, press. [silence] Release. Press. Release. Press. Release. Press. [silence] Release. Press. And release. Observe the light now. It is that should be blinking.
15:00
Speaker 1
It's white now, or it looks more white, blinking white. [silence]. Okay. [silence]. It's now it's now flashing, it is now, solid blue. [silence]. So it's solid blue now but it should start blinking. [silence]. Uh one is flashing red and the other is
16:00
Speaker 2
purple okay that's good i'm going to set the timer now three to five minutes if encountered no problem then the lights of that should turn solid blue i'll let you know once the timer is up or waiting you can take your time grab water coffee it's up to you no it's gonna go blinking blue well what's the light the child node then are they flashing
16:00
Speaker 1
now they're both flashing red. Okay. [silence] [silence] Okay. [silence] All three are solid blue.
17:00
Speaker 2
Find the wi-fi name Valo UPS up connect
19:00
Speaker 1
Okay. Velve, setup. [silence] [silence] Unable to [long silence] can't connect to the internet. Let me make sure I got the right password. Want something.
20:00
Speaker 2
Go to your phone settings and go to Wi-Fi settings. Connect to that, yes.
20:00
Speaker 1
No, it ... is ... it's basically ... I'm not sure if I've got the password for that here, so I'm trying to look up my past ... my passwords, because I had it saved on my phone. Oh, it's the bottom of the main unit? Okay. Okay. Oops. Alright, hold on. Let me go back to that, then.
21:00
Speaker 2
is your phone connected now? What happened? yeah, the password is the one at the bottom of the main unit. That's the password. yeah
21:00
Speaker 1
it's under the bottom of the unit. see. Oh yeah there it is. Okay. It looks like it did it. What what we're gonna do next? Okay, it looks like it it took that. [silence] Okay, it's still still
22:00
Speaker 2
Sounds with that word.
23:00
Speaker 1
it says yeah we couldn't find your router should I go back? Okay. when I go back it takes you back to the make sure everything has finished starting up. node light is solid. and so I should go ahead and click that. Okay. It just called you Linksys.
24:00
Speaker 2
Go back, yeah. And tell me what options you see. Delete the app instead and reinstall it. Okay. Yeah, that pretty much did.
24:00
Speaker 1
[silence] Should I allow it to find Bluetooth devices? Okay. All right. I'm doing this again. Connect the router to your modems. Okay. It's connected. Wi-light's solid. Okay. Okay. It says it's connected. Name your Wi-Fi. It's asking me to log in. Log in right now. All right, create your router password. Will that be different? Will that be different than what I just did? Or is it going to be the same?
25:00
Speaker 2
Yeah. Okay. You can skip that part. Skip for now. Okay, the password. Yeah. It's different. It's for you to log into the app. [silence] Yes. [silence] You can skip that part. Skip for now. Okay, the password. Yeah. It's different. It's for you to log into the app.
26:00
Speaker 1
Okay. Got it. Okay. is configuring your Wi-Fi network [ silence ] Okay, the child node has to be blinking red. Okay, it says its been created. It says now let's connect to your new Wi-Fi. Okay, so this goes through your phone settings and select uh the new Wi-Fi setting. Okay I did uh connected to the the new network name like uh Okay, now I'll say go to click next. Okay, it says looking for child notes. Okay, it says your network it's got the router and then the two child nodes. Go ahead and click next. It says, yeah, it says your network and then it's got the router and then it has the two child nodes. Go ahead and click it.
27:00
Speaker 2
let's press next. alright. What did you say? alright, yeah. click next.
30:00
Speaker 1
Um, help us, help you. Okay. Um. okay, the network is ready. Connect your devices to your new Wi-Fi, go to dashboard, okay? Allow lynx use to find devices on local networks, allow. Okay, it's got the one device and the three nodes, there's new firmware available, update now, should I do that?
31:00
Speaker 2
Mm hmm. Go to dashboard. Yeah, delete it now. Okay, that that update might take five to 10 minutes. Uh, I'm going to put you on hold for 5 minutes. I'll be right back, okay? Do not close the app and in case we get cut off, I can go back on this number, right? Ending 0474. Okay, thank you. I'll be right back. Do not hang up the call. (Telephone beeping)
31:00
Speaker 1
It says it's restarting now and three three solid blue lights. Okay, now the okay the child knows went to red but they went back to blue. blue. It's, it's, yeah, it's still restarting. It says this takes two to three minutes, but honestly, that was about a couple minutes ago. So it should be close. Getting close to the end. Just out of curiosity, once we have this all set up, if I, if I unplug it and plug it into a different outlet, is that going to screw anything up? Okay. Okay.
37:00
Speaker 2
Oh, good. Uh, what's the app now? Is it still restarting? All right. Okay. No, uh, but each node will take five minutes to fully boot up. So once you move that, it will take five minutes to fully connect the internet source. Just remember to not press the reset button and you'll be fine.
38:00
Speaker 1
And then going forward will I, will I use this as our, our network name rather than the, the one I set up with AT&T? gir. All right, it's almost done here. [silence]
39:00
Speaker 2
I mean, it's up to you, but the majority of the Wi-Fi will be the mesh. So, I guess you can make use of the mesh instead of the AT&T. Okay.
40:00
Speaker 1
It says still restarting. I mean, it's right at the edge of the, the, you know, the bar. I don't know why it's taking so long. It's connected to the AT&T network. Should I connect it to the the the one we just set up? Okay, I just did that.
42:00
Speaker 2
is it still restarting? Can you check if your phone's still connected to Wi-Fi. Maybe it's not connected to Wi-Fi. Let's double check. Connect to the LinCSS router. And while it's doing that, you got
42:00
Speaker 1
Okay, Uh, all three are solid blue, yes. Okay. Okay, just a second. Uh, so we'll go ahead and unplug them and move them [silence]
43:00
Speaker 2
and move the child new to where you want it to be. Hmm? I'm sorry, what happened? But it's is it solid blue? Uh that's fine, I think it's just a glitch. Uh move the the child node to where you want them to be.
43:00
Speaker 1
All right, got the first one plugged in. Let me do the second one now.
44:00
Speaker 2
Alright. Can you check the app? . Open the app and tell me if there's no internet or maybe there is now. . Can you close the app and reopen it? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
46:00
Speaker 1
Like, draws circle around it with a red explanation point. Does not look good. It's solid blue. Be make sure. Yes. Yeah that.
47:00
Speaker 2
What's the light of the main node? Are you connected to your Wi-Fi? Your Linksys Wi-Fi? Can you open a website? Like any website? When connected to that Wi-Fi. [silence] Okay.
47:00
Speaker 1
it's connected. yeah. let me take a look. first one solid blue. they're both solid blue. all right. [silence]
48:00
Speaker 2
It's breaking? Okay, I see. Uh, so the app should be connected. That's weird. Anyway, what's the light of the child now? The extender note, all.
48:00
Speaker 1
Okay. Now it's one device, three nodes. No, thank you very much. Best $15 I've ever spent. Uh, I'm glad to. Hey. I know. Thank you. Have a good day too. All right. All right. Bye bye.
49:00
Speaker 2
Okay, let's get it. Okay. Uh, we're all set. Uh, any question? Anything else I can help you with sir? It's most welcome. I'm glad that I, I was able to help. But yeah, you have an excellent day and what was that? Ah okay, you too. Thank you so much. You have an excellent day and what was that? Ah okay. You too. Thank you so much. Bye-bye. Thank you.
49:00