V2 Rubric Detail — 8109d8fa-8209-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:01
Duration
16m 25s
Contact
703-622-7799
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137681
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.07/5
Overall31.6% (-4.5)

V2 Grader Summary

The agent provided technically inaccurate guidance by instructing a 5-press reset for an ISP-provisioned MX4200 node, contradicting KB requirements for ACS auto-configuration. Essential diagnostics were skipped, and the issue remained unresolved. Communication failed to adapt to the customer's confusion, and customer effort was not minimized.

V1 Case Analysis

Customer attempting to set up new MX4200 node showing solid purple light. Agent incorrectly stated the device does not support the Linksys app and instructed 5-press reset for initial setup. No verification of node status or topology was performed. Callback scheduled.

Troubleshooting Steps
  • Incorrectly advised that the MX4200 does not support the Linksys app.
  • Instructed 5-press reset method for initial node setup, which is not the correct procedure for an ISP-provisioned node.
  • Advised power-cycling the modem and node without verifying WAN connection or topology.
  • Instructed to look for default Wi-Fi SSID and password on the node label.
Key Observations
  • Agent made a materially incorrect statement claiming the MX4200 does not support the Linksys app, directly contradicting KB documentation.
  • Agent misused the 5-press method for first-time node setup, which is not the correct procedure for an ISP-provisioned node per KB.
  • Agent did not verify the node was connected to the modem's WAN port or confirm internet availability.
  • Agent failed to collect model serial, warranty, or topology information when relevant.
  • Long periods of silence and filler language reduced call efficiency.
Positive Highlights
  • Agent used the customer's name and remained polite.
  • Provided step-by-step instructions (reset, power-cycle, check SSID).
  • Offered to call back to confirm the outcome.
Agent Errors / Gaps
  • Incorrect statement that the MX4200 does not support the Linksys app.
  • Misuse of 5-press method for first-time node setup.
  • Failure to verify node status after steps.
  • Did not collect model/serial/warranty information when relevant.
  • Did not confirm the node was connected to the modem's WAN port or verify internet connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed the node came online or had internet; promised a callback but no resolution was achieved in the call.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential diagnostics (WAN cable connection, modem status, ACS provisioning) and instructed an incorrect 5-press reset procedure not applicable for ISP-provisioned MX4200 nodes.
R3 Partially Met Correct resolution path conf 93%
Agent attempted troubleshooting instead of dismissing the case but applied an incorrect procedure (5-press reset) for a device requiring ACS auto-configuration.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent identified the symptom (purple light) but asked no relevant diagnostic questions (e.g., modem connection, ISP) and jumped directly to an incorrect reset procedure.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to reference spnmx42_family.md (correct setup path via ACS) and relied on the 5-press method, which is defined as an escalation tool, not a setup procedure for this device.
T3 Not Met No misinformation conf 97%
Agent instructed a '5-press reset' to set up the MX4200, contradicting spnmx42_family.md which states setup is automatic via ACS when connected to the modem.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided some structure (callback plan) but lacked clear opening agenda, had long silences, and failed to manage transitions when customer expressed confusion.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not adapt to customer's repeated requests to repeat instructions or confirm understanding, especially after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to a callback to follow up after customer performed steps.
O2 Met Proactive follow-through conf 92%
Agent set clear next steps (5-press reset, power cycle, wait for blue light) and provided a timeline (callback in 5-10 minutes).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and used affirmations but did not acknowledge the customer's emotional context (storm damage, reliance on grandchildren) with empathy beyond surface-level responses.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pacing despite customer's repeated confusion and requests to 'say that again' multiple times; communication remained one-size-fits-all.
X3 Not Met Overall experience conf 94%
Customer was required to perform multiple complex actions (power cycle, 5-press reset) without simplification or agent-led diagnostics; no effort to minimize steps or reduce effort.
Call Transcript24 turns · 28 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello sir. Mhm. Yes, sir. Uh is the Wi-Fi calling? Mhm. Yeah, go ahead. Mhm. Mhm. Mhm. Okay. How about this sorry? Uh right now, did you turn on one of the nodes, the new node MX 4200? Mhm. Mhm.
00:00
Speaker 2
[silence] Yes. Hi Carla. So, when I turn off the, uh, when I turn it off, it it drops it drops the call. So, uh, what can we do? Um, let me let me look. So I have the new node, uh, here with me near the near the modem and I have my router there. not turned it on yet. Um, sure. plug it in. electrical power. Okay. So, what do you, what do you work out of? So, what do you, what do you work? Where do you live? Oh. My family went there in the war. I I I was in my family, you know, it'll be my parents. My parents went there in the war. And um, but I, but I used to go through Manila, uh, when I was in Asia. I go to Asia and then I go through Philippines. Oh, thanks for sharing. Now, I'm in Washington D.C. Basically, Washington D.C. And but we have a lot of smoke because there are, uh, fires in Canada and the smoke [silence]
00:00
Speaker 1
Mhm. yes and please Mhm. yes Mhm. And let's wait for like a minute or two. and that will um it will take like a minute or two to fully boot up okay [silence] Mm-hmm.
02:00
Speaker 2
[KEEP_UNCERTAIN] Mm, that's plugged in. okay okay. So I used to do this kind of things but my grandchildren always do it for me and now I kind of don't know how to do it because the grandchildren do but the grandchildren are they're on travel now so they're not here to help me with it. So everything now is kind of like difficult because the grandchild kids they'd rather just do it rather than tell me how to do it. Say grandpa will help you with that. Grandma.
03:00
Speaker 1
yes sir yes sir yes sir [silence] but the switches will be connected to the modem [silence] is it solid already [silence]
04:00
Speaker 2
You can connect it to the switch. Yes, that's correct. So I'm getting a purple light now? solid purple, yes
04:00
Speaker 1
Okay, so underneath the node, Okay, you can see their, name and password, right? Okay, that is the default Wi-Fi name of your Linksys router. So let's check if your phone can detect that network name, okay? So can we go to settings and then Wi-Fi, Okay.
05:00
Speaker 2
Uh-huh. Uh, yeah, let me look, okay, so I do see that, nope. Okay, let me ask a question please. I was watching videos uh instructional videos from Linksys and it said that if you had previously had a Linksys uh username and password that I could use those and I have. I do.
05:00
Speaker 1
For that, um, to set up this node, um, we're not going to, um, use the app, because, um, this type of router that you have is no longer, um, supported with the cloud using the app. The M. Right now, um, on your phone, sir, uh, let's go to Wi-Fi. Yes. It's on your phone. Yeah. Yeah. Settings and then Wi-Fi. Mhm. All right, can you add
06:00
Speaker 2
[silence]KKKK so it's Wi-Fi and then Wi-Fi settings and then Wi-Fi I'm there. And I think I see this one.
06:00
Speaker 1
We see it. Okay. So, sir, I will give you instructions what to do on that node to set it up. And then, once you do that, our call will be disconnected since your you will lose internet connection. And then, once you um set up this device, you will know if the device is set up because the light on the Linksys node will turn blue. Okay? And then, once the light turns blue, connect to that network name, the default name that's coming from your Linksys. Okay? And then I will call you back. um, which part? Sir? The one that's um, the light turns blue.
07:00
Speaker 2
Okay. Uh. Okay. Wait, wait, so, wait, so, okay, so wait a minute. Say that last part again. Say the last part again. Okay, so I will.
07:00
Speaker 1
[silence] I mean [silence] I mean yes. [silence] And then um after that once you select the name it will ask for the password. Just use the password that is also at the bottom. Okay. [silence] And then after that um once you have internet, I'll call you back again so that we can continue. Okay. Okay. [silence] Uh yes, I that that I'll give you instruction what to do next. Okay? I'll I'll then. [silence] I mean, hold that. [silence]
08:00
Speaker 2
Select, I see it is one of the networks I see the, I see the name. So I can select that. Then after that, what do I do? Okay. And... Okay. Okay. Okay. Okay. Okay. Listen. Now, to have internet, do I need to plug, do I need to plug this into... Let's see, do I need to plug the the node into the modem? It's not plugged into the modem right now. When you... When you call back.
08:00
Speaker 1
so your cellular cellular signal they is not really that good okay okay okay and the modem that you're using right now is and the the router that you're using is an eero device right? Mhmm okay so um here's the thing
09:00
Speaker 2
The signal is weak. So I, it's why I use a, uh, so that's why I use Wi-Fi calling, one reason. And then secondly, uh, we have a, a cell tower extender. So then that makes the, makes the signal, that makes the signal good enough. But, yeah, so I don't have the opportunity to talk without Wi-Fi calling. Yeah. Yes, that's correct. So I was, I was using a Linksys, and uh, we had an electrical storm and it caused, uh, it caused it to fail. So my grandson hooked up the, uh, Eero, cause it's for his, from his, my grandson has that, so he hooked up the Eero, but that's not mine. Uh, [laughter] I still have to hook up the Wi-Fi. Oh, it's nice and then I usually just out and get a new Wi-Fi. okay I'll take the arrow out of the modem.
10:00
Speaker 1
Okay. Press the reset button five times within five seconds. It's like press release, press release, five times within five seconds, okay? By that, option sir, it will set up your linksys device, okay? You will know if the linksys device is set up, when the light will turn from purple to solid blue. Okay? Once the light turns solid blue, on your phone, you can go to the, to view the network, and then connect to the default name from the linksys. Okay? You see it already, right? On your phone. Okay? Because our call will be then get disconnected, maybe I will call you back.
12:00
Speaker 2
[silence] Okay. Okay. [silence] Okay. [silence] Okay. [silence] Okay.
12:00
Speaker 1
[silence] around after five minutes. Uh huh. Mhm. Mhm. Yes. Within five seconds. Yes. Within five seconds. Yeah. Yes. Uh huh. If it successfully um if it was successful in um start up the um the lens. Okay. And then in any case sorry in any case the light will turn um red on your lens. Okay. Um like for example it's been already three minutes or four minutes the light's still red. You're just going to power cycle the devices like turn off the lens. And then turn off your light.
13:00
Speaker 2
Okay. so I will, uh, when you tell me, I will disconnect the, uh, ear... her, uh, rib and, uh, I will plug into the... the length set. then I will press the reset button five times in five seconds. seconds. Okay. then I should see the purple switch the blue. And if I do then I can okay yeah. Thank you. Thank you. Thank you.
13:00
Speaker 1
Make sure your modem is, uh, off, okay? Then wait around 30 seconds. Then turn on your link, uh, you turn on your modem first. Wait until all the lights turn solid. Then that's the time you're going to turn on your links and wait until the light turn solid blue, okay? And then I will call you back maybe after, um, I'm like 5 to, um, I'm like 10 minutes, okay? Until I can get a hold of you. Okay? Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. By the way, is your modem is what's the brand? What is the brand? Uh-huh. Oh, uh, is Vodafone? Uh-huh.
14:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay, let's try that. Okay, and Carla, if you can't get a hold of me, then I will reconnect the arrow to the Netgear and cause then I know you and I'll, you can, you can contact me that way, too, I think.
14:00
Speaker 1
what's the brand of your modem? Okay. M-hm. Alright, so do that sir and then I I will call you back until I get a hold of you, okay? you're welcome. You're welcome. Okay, you're welcome. again so, um, goodbye. Um, before we hold in, sir? Hello?
15:00
Speaker 2
So I didn't, I didn't, the sound wasn't, the sound wasn't so good. I didn't hear so much. Can you say that last thing again, please? My modem is a Netgear moda, let me see, just the Netgear. Let's see Look at the next. It's a Netgear Nighthawk CM modem. Number CM 1200. Okay. Thank you, Carla. Appreciate it. Thank you. Let's have a go. Thank you very much. Okay. See you. Okay, bye-bye.
15:00