V2 Rubric Detail — 7b42e9c8-7af9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:18
Duration
18m 9s
Contact
No Name No Last Name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136402
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-18.2)

V2 Grader Summary

The agent failed to resolve the 'no internet' issue, provided materially incorrect technical information about MBE7000 mesh compatibility, and performed no meaningful troubleshooting. The interaction lacked ownership, empathy, and effective communication, resulting in an unresolved case where the customer was advised to return a potentially functional device without proper diagnosis or escalation.

V1 Case Analysis

Customer unable to establish internet on new Linksys MBE7000 (Velop WRT Pro 7, serial 6U10M25E01606). Agent misidentified model as LN6001, provided incorrect reset procedure (expecting red LED), and did not guide customer to web UI (http://192.168.1.1 or myrouter.local) to check WAN status. No valid troubleshooting performed. Customer opted to return device.

Troubleshooting Steps
  • Requested serial number (6U10M25E01606).
  • Incorrectly identified model as LN6001 and later suggested MBE7000.
  • Instructed factory reset expecting red LED then solid blue (incorrect for MBE7000).
  • Asked for ISP name (New Mexico Communications).
Key Observations
  • Agent misidentified the router model as LN6001 despite the serial number (6U10M25E01606) matching MBE7000 (Velop WRT Pro 7).
  • Provided incorrect reset procedure: MBE7000 does not require a red LED during factory reset; standard is solid blue (per universal_factory_reset.md).
  • Never directed customer to access the router's web interface (http://192.168.1.1 or myrouter.local) to diagnose WAN connectivity or begin setup.
  • Incorrectly stated that MBE7000 cannot work with existing MX4200 and WHW03 nodes; mixed mesh is supported with MBE7000 as parent (per linksys_now_advanced_settings.md).
  • Suggested returning the device without confirming a hardware fault or performing basic diagnostics.
Positive Highlights
  • Agent asked for the serial number, showing intent to identify the device.
  • Agent acknowledged the customer's frustration and apologized for the inconvenience.
Agent Errors / Gaps
  • Misidentified the router model as LN6001; serial number 6U10M25E01606 corresponds to MBE7000 (Velop WRT Pro 7), not LN1600-series.
  • Provided incorrect factory reset instructions: claimed the LED must blink red before turning solid blue; per KB, MBE7000 resets to solid blue without a red phase (universal_factory_reset.md).
  • Failed to guide the customer to access the router's web interface at http://192.168.1.1 or myrouter.local to diagnose WAN connectivity or begin setup.
  • Incorrectly stated that MBE7000 cannot work with existing MX4200 and WHW03 nodes; mixed mesh is supported with MBE7000 as parent (linksys_now_advanced_settings.md).
  • Suggested returning the device without verifying a hardware fault or completing basic troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to return the router without resolving the 'no internet' issue; no functional outcome achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only instructed a factory reset without verifying WAN connection, login attempts, or checking physical connectivity; minimal troubleshooting performed.
R3 Not Met Correct resolution path conf 99%
Agent misidentified the device as LN6001 and claimed it was not a mesh device, failing to recognize MBE7000 compatibility with existing MX4200/WHW03 mesh; recommended return instead of proper troubleshooting or RMA path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified 'no internet' symptom and asked for ISP, but skipped key diagnostics like WAN status, LED meaning, or web interface access.
T2 Not Met Appropriate tools / resources used conf 96%
No use of admin interface, remote tools, or logs despite clear need; relied solely on verbal description of blinking LED.
T3 Not Met No misinformation conf 100%
Agent claimed MBE7000 is not a mesh device and cannot add child nodes, contradicted by KB which lists MBE7000 as a parent router for mixed mesh networks (e.g., with MX6200).
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control repeatedly, failed to frame interaction, allowed conversation to drift with multiple silences and confusion; no clear guidance or transitions.
C2 Not Met Confirmed understanding conf 93%
Agent used inconsistent model names (MBE70, LN6001), gave unclear reset instructions, and did not confirm customer understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by telling customer to return the unit rather than troubleshooting further or escalating for possible hardware fault.
O2 Not Met Proactive follow-through conf 94%
No follow-up plan or timeline provided; only next step was returning the device with no support path or commitment honored.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
No escalation opened despite possible hardware fault and customer frustration; agent should have initiated RMA or L2 escalation for defective unit.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent said 'I don’t really apologize for the inconvenience,' showing minimal empathy or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 93%
Agent repeated unclear instructions and did not adapt to customer’s confusion about reset process or model compatibility.
X3 Not Met Overall experience conf 95%
Customer repeated model numbers and LED status multiple times; agent failed to consolidate information or reduce effort.
Call Transcript28 turns · 33 lines
Speaker 1
Yes, I'm trying to set up a new uh Linksys uh internet uh or router I've got one on site that I'm trying to push back and get this new one on. It's got the Wi-Fi 7 uh . The one that I received is a Vellop WRT Pro 7. [silence] 1 What was that model number? This says Belop, w. r. T. pro 7. There's I don't see a model number. I see a serial number. On the bottom. Serial number is 6 U 10 M25 E 0 1 6 0 6.
00:00
Speaker 2
[silence] [silence] What is the model number of this router? And the bottom, sir. Can you provide the serial number of that of that router? Okay, it's six three U four umbrella. 1-0-N-4-Michael, 2-5-E-4-Edward, 0-1-6-0-6. So the model number of this device is an LN6001. Okay. And what are you planning to do with this router, sir? Yeah, but I would like to set an expectation, sir, that an MBE70 is a stand alone router.
01:00
Speaker 1
okay okay okay [silence] In any case, right now, I'm just trying to set this one up and it is not connecting. It says no internet connection. but my internet connection, the modem from the internet company, which is what I'm trying to hook into is not uh it is working, right? I've got uh internet available on it through hard wire and through uh through the air, but this uh the linksys is not uh recognizing it or it turns a light white on top, but there's I hope...
03:00
Speaker 2
It is not a mesh device. So it cannot add as a child node or extender and you cannot also add a child node with this router, since it is stand alone. What is.
03:00
Speaker 1
Well. root and 7 uhsmbjk with a at symbol. Explain please, what do you mean by how many devices I have in total? Well, I only got one of these, but you say I can't Daisy chain them. So all the others are are not operable, I guess. But I've got three three three uh of the newer uh six ones and four of [silence]
04:00
Speaker 2
Hello, Dwight, did you use the WiFi name and password label underneath of the router to connect your device? And how many devices do you have in total? [silence] Linksys routers. How many Linksys routers do you have in total, sir? Yeah.
04:00
Speaker 1
I understand. You explained that to me already. What I'm telling you is the standalone one is not standing alone. it's not doing anything. The light turns white, but it says no internet connection. The others are unplugged and off. [silence] Okay.
05:00
Speaker 2
Yeah, but then the problem is that, sir, if you're going to use this MBE 7T or the Velo Pro 7, your other device is gonna hook up with it. Since it's stand alone. So, let's just try to set up this one. press and hold the reset button for let's just say 10 seconds. Make sure the light blink red, goes off and then turn to solid blue. When it turned to solid blue, that's the time that you release the reset button.
05:00
Speaker 1
So I hold it until it turns to solid blue. Oh, it's blinking. It's blinking blue. Hang on. You said it goes red. So it didn't go red. So let me try again.
06:00
Speaker 2
Yes. Make sure the light link red, goes off and turn to solid blue. And who is your internet service provider? Yeah.
06:00
Speaker 1
It won't turn red it's blinking blue. Well it says R E S E T. Unrequired. It's fixed up quite a bit, but I'm holding it. It's still blinking blue. [ silence ]
07:00
Speaker 2
Is that the reset? Make sure it is the reset button. [silence] Yeah, keep on holding it. You can use a pin or a paper clip to press and hold the reset button. [silence] And may I know your internet service provider? Is it spectrum?
07:00
Speaker 1
New Mexico communications company.
08:00
Speaker 2
So western Mexico. [silence] in or paper clip to press and hold the reset button.
08:00
Speaker 1
[silence] Still blinking blue. [silence] Okay. I'll let go and it's still blinking blue. [silence] It's still blinking blue. I'm waiting to see if it changes. Absolutely. You told me to release it. I released it. I told you it's still blinking blue and I'm watching it blink blue still.
10:00
Speaker 2
so what is the light indicator of the router now but did you already release and let go to reset button
11:00
Speaker 1
continuing to blink blue. Continuing to blink blue. Continuing to blink blue. Still blinking blue. Still blinking blue. Still blinking blue. Still blue. I received it yesterday in the mail. I bought it through eBay.
12:00
Speaker 2
And where did you purchase the router?
12:00
Speaker 1
Okay, okay, hang on, stop, stop, stop. Repeat what you just said, I did not [silence] understand a word you said the first 10 seconds. Okay. It's plugged into the outlet. It's uh got a Ethernet cable that you sent with it plugged into my uh Western New Mexico Communications router. And uh that's all you've got. That's all it came with it. So the last few and agree with the way we do. [silence] [silence] [silence] Okay. [silence]
13:00
Speaker 2
Yeah, because if the router still not working, something's like there's a red line happening at the router there. So you can also feel free to return this one. Yeah, because it seems like the router might be having an issue. So, you can also return this one to a base there if it is not working well. And, you're in. Is it plugged in directly to the wall outlet?
13:00
Speaker 1
Okay, I'll send it back. I do coming across. Hmm. Um, model number M like Michael, X like Xerxes, 4200. I have three of those. The others are The others are The others are model number
14:00
Speaker 2
Yeah, I don't really apologize for the inconvenience, sir, but if you are planning to purchase additional node, just purchase the same model number that you have, not the MB756 because you have I guess you have a lot of nodes in your end, correct? Yeah. Better do not purchase What is the model number of the other nodes, sir? Mm-hmm. So you have go ahead.
14:00
Speaker 1
William Henry Williams, zero, three. There's four of those. How many of what? I have four, but one's not operable, so three in operation. I wanted to change the identity of the internet system and I heard this Wi-Fi 7 was faster and more reliable. So I figured, why not? Let's buy that one. And I saw no indication on the internet or on your site at Linksys that it was not compatible with other Linksys systems. So I figured I could just daisy chain them off of this one. Obviously I can't. You said. Thank you.
15:00
Speaker 2
How many WHZ no free do you have? How many WHZ no tree do you have? [silence] So you have six Lynxs devices in total. And may I ask why you need additional note? [silence] How's that? I don't really.
15:00
Speaker 1
And that one will just daisy chain on this. I will be able to daisy, the 7,000 is capable of working with these nodes. Okay. Okay. So I'll send this one back.
16:00
Speaker 2
Apologies for up for inconvenience or but you purchased the wrong model. It is actually the MBE 7000, not this MBE 70L N6001. That's the MBE 7000. So your in B 7 yes or your L and yeah for LN 6001 just for this newly purchased note so it is mesh so it is not the right device that you're going to purchase. You can purchase MBE 7000, MX 6200. I can suggest some model numbers that are compatible with your MX 42 and WHW03. So we have MBE 7000.
16:00
Speaker 1
Okay. All right. Okay, that's fine. Just for the record, it's still blinking blue after all this. So it's if I do. Okay. Thank you. you too bye yeah
17:00
Speaker 2
yeah we have also an MX 6200 so MBE 7,000. Go ahead. MX 6200 and MX 8500. yeah you're welcome sir and have a great day. Just feel free to call us back to assist your MX 42 and 003. okay? take care and have a great day bye for now. Can you please end this call for me?
17:00