V2 Rubric Detail — 7df4c162-65fc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 01:17
Duration
42m 53s
Contact
Patricia Morello
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp4.29/5
Overall54.9% (+18.9)

V2 Grader Summary

The agent demonstrated ownership and technical accuracy in guiding a factory reset via 5-press and interpreting LED states for the MX2000. However, reliance on the app without using local web UI tools and failure to confirm internet restoration left the issue unresolved. Despite empathetic communication, the lack of a defined next step resulted in an ownership gap, as the customer was left to call back without a clear resolution path.

V1 Case Analysis

Patricia Morello reports MX2000 router not completing setup after reset; LEDs show solid blue, app setup stalls at login screen. Agent incorrectly advised 5-press pairing, failed to resolve router vs Wi-Fi password confusion, and did not validate access via myrouter.local. Issue unresolved; customer advised to call back.

Troubleshooting Steps
  • Confirmed reset had been performed.
  • Instructed customer to perform a 5-press pairing sequence (incorrect for MX2000).
  • Guided customer through the Linksys app setup screens.
  • Explained router admin password vs Wi-Fi password.
  • Suggested accessing the router locally via myrouter.local (but did not verify connection).
  • Incorrectly stated that Linksys Smart Wi-Fi remote access was discontinued.
Key Observations
  • Agent gave an incorrect 5-press pairing method for an MX2000, which uses app/web UI for setup and does not support 5-press recovery.
  • Agent incorrectly claimed that Linksys Smart Wi-Fi remote access was discontinued, which is factually wrong and contradicts KB.
  • Agent failed to collect serial number or verify warranty status despite warranty being relevant and in scope.
  • Agent confused router admin password with Wi-Fi password and did not resolve the login blockage.
  • Call ended without a scheduled callback or concrete next step, leaving customer to self-manage follow-up.
Positive Highlights
  • Agent expressed empathy and thanked the customer for patience multiple times (e.g., [42:00]: 'I'm so sorry if this is taking so long. No worries, Ms. Patricia.')
  • Attempted to walk the customer through the app setup despite confusion and technical inaccuracies.
  • Correctly interpreted solid blue LED as indicating modem communication (at [41:00]), which aligns with KB guidance.
  • Provided useful information about default Velop setup password being on the router label (at [40:00]).
Agent Errors / Gaps
  • Provided wrong pairing method (5-press) for MX2000 — this model does not support 5-press recovery.
  • Incorrectly stated that Linksys Smart Wi-Fi remote access was discontinued — this is false; the feature is still active for local access and cloud login.
  • Did not collect device serial number or verify warranty status despite warranty being relevant and in scope.
  • Misidentified router admin password vs Wi-Fi password, leading to unresolved login blockage.
  • Failed to give concrete next steps or schedule a callback.
  • Repeated unclear instructions and allowed the call to become disorganized.
  • Suggested myrouter.local without confirming the customer could access it or validating network connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states they will call back tomorrow; setup incomplete and internet connectivity not confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated 5-press and app setup but did not verify WAN connection or complete configuration steps.
R3 Met Correct resolution path conf 90%
Agent correctly chose reset and reconfigure path for in-warranty MX2000 experiencing connectivity failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified LED symptom and reset history but did not diagnose upstream (modem/ISP) or physical layer issues.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied solely on verbal app guidance; never used web UI (192.168.1.1 or myrouter.local) or verified connectivity via browser.
T3 Met No misinformation conf 95%
Correctly instructed 5-press for MX2000 and accurately explained solid blue = online, red = no internet.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained conversation but used vague prompts like 'just click next' without confirming screen state or progress.
C2 Partially Met Confirmed understanding conf 75%
Agent used accessible language at times but introduced confusion by mixing app and cloud account concepts without clarification.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, attempted multiple approaches, and did not transfer or abandon responsibility.
O2 Not Met Proactive follow-through conf 95%
No specific next step or timeline given; customer left to self-resolve and call back without scheduled follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I'm so sorry if this is taking so long'), thanked customer for patience, and remained courteous.
X2 Met Tone & rapport conf 90%
Agent adjusted pace, repeated instructions, and stayed calm despite customer frustration and technical hurdles.
X3 Partially Met Overall experience conf 80%
Customer struggled with app navigation and password entry; agent could have simplified by directing to web UI earlier.
Call Transcript66 turns · 74 lines
Speaker 1
Oh, hello . Yes, it ends. 1026, I wrote. That means the warranty ends. Hi. All of a sudden, my, um, product isn't working anymore for some reason. I tried to reset everything, but it was blinking a I think it was a red light.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored and recorded. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Depending, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Thank you for calling Linksys. This is Eddie. I cannot hear you. Can you hear me? Can we hear you?
00:00
Speaker 1
And the warranty on this I think ends December of this year. Okay. Correct. Okay. Correct. Yeah, I shut everything down. I reset everything and it's still, I mean, I had to unplug it now to give you just the number, the P if you needed any numbers off the bottom. So I'm holding it in my hand. But yeah, it was, it's blinking. I was blinking a red light, not green cause I know it's a.
01:00
Speaker 2
Okay. Yes ma'am. So you have an MX 2000 and this is under Patricia Morello, okay? Email address is do David Lebarres, at gmail.com. Okay. So right now you've lost connection. You and you
01:00
Speaker 1
Blue. Yeah. A slow blinking blue. Now it's kind of slow. Before it was a solid red or pink or whatever. Now it's like a slow blue. I just plugged it back in, so I don't know if that will change. Yes, I did. Yes. I pressed it once. Yep. Okay.
03:00
Speaker 2
That is blue. It's blinking, not solid. Hmm. Prior to this call did you press the reset button at the back of the router? Oh, you did. Okay. Yeah, 'cause once you reset it, ma'am, we need to reconfigure the device, okay? So,
03:00
Speaker 1
Okay. Oh, you can walk me through it. I've done this before, so I think I remember. Now it's pink. now it's like a pink. Yeah, it's like a pink. Okay. Press release. Press release.
04:00
Speaker 2
We actually have this home network set up guide, which includes series of step-by-step instructional videos from Linksys YouTube channel. What do you like? That one, would you like to send me that send it over to you or you want me to walk you through process instead? Okay. All right. So right now, is the light still blinking or it's solid? It's blinking. Okay, yeah. So there's a need for us to reconfigure that. Now kindly do five press, Ma'am. So to do the five press, press the reset button five times, okay, that would be at the bottom. So press it five times. Just press it once. Do not press and hold it. Okay. So it's like press, release, press, release, do it five times.
04:00
Speaker 1
...press release, press release, press release, press release.
05:00
Speaker 2
Yes, uh, did you do it five times? Okay. So we're just gonna wait for it to turn solid. It should be solid blue. Do you have the,are you blue? Mm-hmm Do you have the, it's solid white right now. [silence]
05:00
Speaker 1
Now it's white again. Okay. Okay, now it's blue. Yeah. Yes, I do. Okay, hold on one second. Let me, let me get back in here. Hold on. Okay. Let me go on the app, it says getting rad, oh, okay, settings. Got it. Okay. [silence]
06:00
Speaker 2
it's OK. it might take a while actually to to turn the light solid. Okay, solid. Okay. All right. Can we uh go to your phone? Do you have a Linksys app installed in your phone? OK, can we go to Wi-Fi? And do you see Velop setup in there? Uh no, just go to settings first. Go to settings first on your phone. We need to connect first to your network.
06:00
Speaker 1
No, they don't. get on the link to app. Yeah. I can get on yep.
07:00
Speaker 2
yes and then under Wi-Fi do you see your d o y c velove setup okay please connect to that man going to ask for the password and please type in the password okay oh okay so it's automatically connects to it all right good now kindly uh open um check first if you're able to go online uh not on the app but uh try to open any website on your phone just check if uh the uh your phone is already uh online try to open any website Okay, now let's try your app. Okay, I can't see it.
07:00
Speaker 1
Okay. It, okay. It's loading the setup experience. Okay. Okay. Should I hit agree? Yes. Okay, okay. It, it says, connect the router to your modem or source of internet. It says, it's connected. Do I hit that? That's all that's on my screen right now. It, it's connect, okay. Okay, plug in additional nodes into the power near the router. Just hit next. Okay. It says, node light is solid. Make sure, make sure all connected nodes have power light on. If you can't see the party, make sure you got the light on your node. Okay. Should I say that? Sounds like there's a lag or something. make sure all connected nodes have power light on. Okay, so can I just hit, okay, and they're all connected? Let me try, let me try, let me try that. Yeah,
08:00
Speaker 2
open your app. Yes. What what you see on your screen? Okay. Yeah, let's just click next next. Let's just go through the setup. Mhm. Yes. Yes. Yes. Mhm. Yeah, just hit next. [silence]
08:00
Speaker 1
everything is finished starting up, the light will blink while starting up and turns solid when it's ready. [silence] Well, it says node like [silence] [silence] check internet. Okay, this could take up to, a minute, okay. it says use the same Wi-Fi settings as the cottage that's that's the name of the network. Hit yes. Okay. Continue. And that doesn't [silence] no. Now it's telling me to log in with my email and my password.
09:00
Speaker 2
Uh huh. That's fine. Uh, just click next. let it. Yeah. Okay. Uh huh. Yes ma'am. That's the uh, is it asking for a router password or uh, aside from that, do you have the option to just click skip?
09:00
Speaker 1
No. No. It doesn't, it says devices will automatically connect if they see the same Wi-Fi name and password. or I hit yes. And then continue. And then it it wants me to log in though. Let me see if I have it under this. Um, I don't know. I'm uh, wait, hold on a second. Jesus. [silence]
10:00
Speaker 2
Log in locally below the username and password. No other option below underneath the username. Yeah. Mm-hmm . Mm-hmm . Do you have a Linksys Smart Wi-Fi account? Um, let's just try if we can log in. [silence]
10:00
Speaker 1
I don't I don't know the password. Um. I can hit skip for now. Can I hit skip for now? Uh-oh. All right, let me let me get out of here. Oh, it won't let me. Oh, geez. Okay. Skip for now. Okay. Create your router password. Can I use the same ones? Can you? I can use the same one I had before? I forgot what it is over there. [silence]
11:00
Speaker 2
yes skip for now. [silence] yes you need to create your router password ma'am yes that's fine check if it accepts it. sure.
11:00
Speaker 1
No, no. Do you mind holding one second, please? I just have to, I just have to get the. I have to get. Okay, hold on one second. I forgot what it is. Okay, [silence] I'm so sorry. I'm, I'm just trying to get the password. I thought I had a picture of it. Oh wait wait, I can get it. I can't, no I know where it is, I know where it is. Oh wait, I do. I know where it is. I just, I just really. I just had it. Okay. I want to use the same one that I had. [silence] [silence]
12:00
Speaker 2
Yes, you understand. But if you can't recall the router password that you had before, ma'am, we can always create a new one. That is actually the Wi-Fi password is different from the router password. Okay? The router password is actually when we try to log in to the router settings. That's the router password. It's different from the Wi-Fi. Mhm. You still have the same Wi-Fi settings, actually, because we copied it, copied your old settings. So, it's still going to be. It's going to be the same, uh, Wi Fi name and Wi Fi password. But right now, it's asking you to create a router password. Okay. Well, you had created a router password before, but since we've reset your uh um um linksys device to factory default, it's gonna it will always ask you to create a new one. Okay. [silence] Yes. It has some uh [silence] [silence] [silence] Okay.
14:00
Speaker 1
Password Dance right now for get it. Okay. Okay. Now it says, name your Wi-Fi and Wi-Fi password. Hello? It just says, it says, it says, name your Wi-Fi.
17:00
Speaker 2
Okay, so is it asking you to rename your Wi-Fi name?
17:00
Speaker 1
Hold on. I'm sorry. I'm sorry. Hold on one second. I have it. Hold on. [silence] Oh my god. Oh here it is. Oh okay. It's so I had a different network name but that's all right. I'll I'll have to. [silence]
18:00
Speaker 2
OK. OK, good. What is it doing now? Mm-hm. OK. Yeah. What is it doing now? [ silence ] OK. Is it blinking? [ silence ]
19:00
Speaker 1
seconds. This will erase all settings permanently. I've done this. Can I just [backspace] attack, I'm sorry. I've done this. That's what it says to do. Okay. This could take up to a minute. Okay. Got it. Perfect. Now let's connect to you. Now let's connect to your
20:00
Speaker 2
Yes, I've done this. [noise] What did it say?
20:00
Speaker 1
your new Wi-Fi.
21:00
Speaker 2
Okay. Now, can you see your, if you go to your Wi-Fi settings, can you see the new network now? Now, if you go to your settings on your phone. So, if you go to settings, and then you go to Wi-Fi, it's still [bell sounds]. Okay. Ma'am, can we use your laptop? Do you have a, do you have any laptop? It's okay. Yeah, try.
21:00
Speaker 1
Okay, let me, let me. Yep. Okay, yeah. I didn't press that yet. Sorry. Your next work. So should I hit next? Next. Remove old router system from your account? Should I have to do that? Hold on one second.
22:00
Speaker 2
if it's asking you to connect to the new Wi-Fi, you should be able to see that on your Wi-Fi settings. It should broadcast your new network. What are the other options? Do you have the option to skip it or something?
22:00
Speaker 1
hasn't popped up yet. It's still on, develop setup. Um, the other options are I'll do it later. It says, remove old routers from your account. We recommend keeping your old account to date, by we recommend keeping your account up to date by removing old routers not use. So can I just do it later or remove it from my account? It says cottage is ready. It says it's ready. Let me, let me go to my settings. But it still says, it still says develop setup, but it says it's ready.
23:00
Speaker 2
Okay, just to, yeah, I'll just do it later. Check on one. [silence]
23:00
Speaker 1
I'm sorry say that one more time what do you want me to do? Where do you want to my phone um just swipe it over? Still says my network. Oh no. It says develop setup. [silence] You will try. I'll try here. [silence] All right, so where do you want me to go here on my laptop? [silence] Okay, start here. [silence] Just where everyone can be joined. [silence] My people working in here. [silence] can and I'll just [silence] I'll just I'll just see if I can just share [silence] my screen or something [silence] and just trying to figure get it to play for everyone here so they can see [silence] ah
24:00
Speaker 2
Linksys discontinued the link to Linksys Smart Wi-Fi remote access, so that could be the reason why we're not uh uh uh doing it successfully, we're not able to uh uh uh uh uh uh change the settings successfully. So can we use your laptop instead? Let's do it from the laptop. We will access your router settings using your laptop. Okay, kindly go to the Wi-Fi settings on your laptop, just like what we did.
25:00
Speaker 1
Yeah. Uh-huh. Okay. Okay. It's still looking. [silence]
26:00
Speaker 2
on your phone. If you go to the wireless icon, look for Bellup setup and then connect to it. Okay. Are you connected to the network? Oh, okay.
26:00
Speaker 1
I live in a very old stone house so that's why we have this so I could in the front and be able to get on. It's not letting it's not recognizing it. I know. I do, I see it but it's saying you're not connected to the internet it's not going through it's not yeah, I clicked it yep it's checked but it says looking for network.
27:00
Speaker 2
Yeah. You don't see the Valo set up on your laptop, did you try to connect to it? Okay, can we right click or can we click on the Valo setup and then do you have the option to forget network? [silence]
27:00
Speaker 1
it's not letting me do it. No, I have a laptop. So, I can't right click. It's not, it's click it's clicked, but it's just not.
28:00
Speaker 2
Cause it seems that we need to re enter the password, man. If you right click the network name, do you have the option to forget it? Forget the network? What is the LED indicator on the on the pair on your Linksys router? Is it still solid blue?
28:00
Speaker 1
Hold on, Steve. I need to go over there. Okay. Yes. Yes. Yeah, it's still solid. I think so, yeah. Oh God, this is an old computer. That's why I'm saying it. I don't know if it's going to work on here. It's an old one. Yeah. I can't even do it. I can't, I can't do anything. It's like, I can't do anything. Hold on, please. [silence] Uh, I think so, Yeah. Oh God, this is an old computer. That's what I'm saying. I don't know if it's going to work on here. It's an old one. Yeah. I, I can't even do it. I can't, I can't do anything. It's, it's like, I can't do anything. Hold on, please.
29:00
Speaker 2
OK. Can we go back again? Yeah. We shouldn't be able to connect if it's still solid blue there. Um, what's the operating system of your laptop, ma'am? Is it windows? That is windows, right? Is it Windows 10, Windows 11? Okay. Uh, can we click on the start button at the bottom left? And then do you see control panel?
29:00
Speaker 1
Should I just get a new link, D, or what should I do?
30:00
Speaker 2
actually, ma'am, the link sees is uh still working. okay? it's still working fine. it's just that uh we're having trouble right now se, um, changing the wireless settings. right now, we're able to go online. where we just need to personalize the wireless settings. yes, and [silence] the app. I Okay. Yes. ma'am. I Okay. if you go to Wi-Fi, you're still connected to that, right?
30:00
Speaker 1
No, I went back to my, it, well, it's on, yes, it's my network, yes, but no, I'm on my my my Wi-Fi, my personal one now. I have my other network. I have two networks. This is my second one. Yeah. This is my second one for the cottage because it won't reach because we have a stone cottage. And it won't reach. Treasure. Yes. On my phone, but not on my computer.
32:00
Speaker 2
Okay, so you see your network now. It's no longer Develop Setup. Oh, you have two networks. Oh, I see. But right now, on your phone, if you connect to if you connect to Develop Setup Network, can you go online? [silence] Yeah, actually, on your computer, ma'am. There's a need for you to remove the network because it seems that it's remembering or it's saving the old password. So we really need to reenter the password for your Linksys router. Once you right-click on the name or once you click on the name, there should be an option there for forget network.
32:00
Speaker 1
Set up. Complete set up. So in order to do anything LinkC you have to be on the on the LinkC network. Is that what you have to do? What do you mean three lines? No I I'm not. It won't let me get to that screen. It won't let me get to the screen. I have to go over. I have to go over here. Hold on one second please. [silence]
34:00
Speaker 2
Okay, how about this, how about this map? Yes. In order for us to be able to configure it, we need to keep to be connected to the Linksys network. Do you see the uh, do you see the three lines on the on the app on the Linksys app? The three bars or the three lines. Is there an option for you to on the left side? If you open up, guess what we're going to Do here is we're going go we need to sign out from your account from your links to Linksys Smart Wi-Fi account be. It it's again as I mentioned earlier ma'am, the Linksys Smart Wi-Fi remote access website has been discontinued. So we won't be able to. Yeah, they did an update, so that has been discontinued. But your router internet connection will still you uh will will still continue to work normally, okay? You can still manage your router locally by accessing the myrouter.local or the router IP address. So we can still use the app, but we need to um select local access, not the uh uh the username and password from uh for your link to Linksys Smart Wi-Fi. 'cause they had uh discontinue that feature the remote access route.
34:00
Speaker 1
Okay. Okay. Okay. Hold on one second. Let me. Why did they take the app away? [silence]
36:00
Speaker 2
well there are I think they they did some changes so I also cannot speak in behalf of the uh over over the uh of the higher management ma'am so maybe they um they they did some innovation uh
36:00
Speaker 1
Yeah, I mean, I'm having a problem here now with any of my connection. No, I have to hold on one second. Hold on one second. You know, it's the Wi-Fi is just hard.
37:00
Speaker 2
And they're trying to switch to, some other technology. They're trying to switch to a different approach. So, we're still getting some updates from them. And, yeah. What do you mean, ma'am? We're still connected. Are you still connected to the valve setup or to your different network?
37:00
Speaker 1
Could I get to here, cause it's, it's an old building we live in.
38:00
Speaker 2
okay. alright, well, no worries. I mean. Terrible. Oh, okay. I'm sorry. well, develop setup, you can still yes, you can still connect to develop setup, but that's the default network. [silence]
38:00
Speaker 1
Got you. Okay. Okay. So, how do I sign out. I'm going to have to call back because it's, I I just yeah. So. Okay. So should I unplug it or leave it on or? [silence]
39:00
Speaker 2
name okay it's still secured if you connect to vell Vall app setup as you can see earlier you're still able to go online with the with the app setup name the the default name but the next thing that we're gonna do is we need to personalize your network that's uh that's we've been having trouble cuz you are connected remotely to your to the smart app so we need to sign out from there so we can access it locally okay no worries you can always just give us a call back and you can just leave it on uh you can leave it on since right now you are connected to you can still connect to vell setup so you have the option to connect [silence]
39:00
Speaker 1
u know. a I have a network. Yeah. Yeah. See, that's just like a booster for our cottage, uh because we have we have people that stay there. But they can go on my wi-fi, or if they go on velop setup, what would they, what password would they use? Oh, okay. I see, I see. Okay, you taught me a lot. Okay. So I have, I have people staying in my cottage, so they can use this and it would be secure and they're okay with that, because they, they can't get my, they cannot get my network in in the cottage. They can't get it. That's why we have this, because it reaches over there.
40:00
Speaker 2
that is the default password that you have on the router. It's underneath the router map. Yes. Yeah.
40:00
Speaker 1
Okay, and then I'm gonna call back tomorrow because, you know, it's funny. The warranty, I guess it's over in December. I have that written on here. Is that what is that true? Yeah, I have that written on here. December 10th to be exact. You're right. Okay. So then they can use this because this reaches over there. His mind doesn't, my Wi-Fi doesn't. Okay. Um, and then I'll have to call tomorrow and then just get it checked. So why do you think this happened? So it's a blue light though. The blue light is indicating what? It's working or not working?
41:00
Speaker 2
So you may just try to connect to vell up setup and put the default password, it's underneath the router, you can take a picture of the settings mem so they would be able to connect.
41:00
Speaker 1
Okay. Okay. Okay. That's what happened before. No connection. Okay. Okay. Okay. I will send this to them and then they can use this and then I'll have to call back tomorrow and I don't know what I'm gonna do. Thank you very much. You've been very helpful. I really appreciate your help. Thank you. Thank you too. Bye bye. [silence]
42:00
Speaker 2
Okay. the blue light there, um, it indicates that your link this router is communicating with your modem. With your Comcast box. Red light, that means there's no connection. Mm-hmm. Okay, not a problem, ma'am, but I really appreciate your patience. I'm so sorry if this is taking so long. No worries, Ms. Patricia. Thank you again for your time. This is Ebi from Linksys. Thank you for calling. You too. Have a great night. Take care, ma'am. Thank you.
42:00