V2 Rubric Detail — 81fd8c86-7bc7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:53
Duration
9m 15s
Contact
Chrissy Turcios
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136580
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_MX5500
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated 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

Resolution1.88/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall47.1% (+11.1)

V2 Grader Summary

The agent successfully resolved the customer's internet outage, but did so using materially incorrect technical procedures (5-press reset instead of proper factory reset) and skipped essential diagnostic steps (ISP/modem status checks). While the outcome was positive, the resolution path was inappropriate and constituted significant technical inaccuracies without meeting critical failure thresholds for auto-zero.

V1 Case Analysis

Customer reported no internet with solid purple LED. Agent incorrectly advised 5-press pairing instead of factory reset. LED turned blue but no internet verification performed. Issue unresolved and incorrectly closed.

Troubleshooting Steps
  • Collected serial number (43K10M28C20300)
  • Incorrectly advised 5-press reset instead of 10–20 second hold
  • Advised waiting up to 7 minutes for solid blue LED
  • Did not verify internet connectivity or modem status
Key Observations
  • Agent used 5-press pairing method (timestamp [05:00]) on a device showing solid purple — this is incorrect; 5-press is for mesh node pairing, not recovery from setup mode.
  • Solid purple LED indicates factory default state (per spnmx56_family.md), requiring full reconfiguration or correct factory reset — not 5-press.
  • No verification of internet connectivity was performed after LED turned blue (timestamp [07:00]–[08:00]).
  • Model number was not identified, preventing accurate troubleshooting path.
  • Customer’s statement 'I’m good' (timestamp [08:00]) was accepted without confirmation of actual internet access.
Positive Highlights
  • Maintained polite and empathetic tone throughout the call.
  • Allowed customer time to observe LED changes without rushing.
  • Correctly interpreted that purple light indicates a reset or setup state.
  • Attempted to guide customer through a recovery process, showing willingness to help.
Agent Errors / Gaps
  • Provided incorrect technical procedure: advised 5-press pairing instead of proper 10–20 second factory reset for a device stuck in setup mode (solid purple light).
  • Failed to recognize that solid purple LED indicates factory default/setup mode requiring full reconfiguration, not mesh pairing.
  • Did not verify WAN connectivity, modem status, or actual internet access after LED turned blue.
  • Did not collect or confirm product model number, critical for accurate guidance.
  • Did not check physical connections or ISP-side status (Spectrum modem).
  • Treated symptom (LED color change) as resolution without validating functionality.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'everything is good right now' and expresses gratitude: 'well aren't you just my saviour?"
R2 Not Met Diagnostic thoroughness conf 85%
Agent skipped critical diagnostic steps (ISP status, modem health) and relied on an incorrect 5-press reset instead of proper troubleshooting sequence
R3 Not Met Correct resolution path conf 90%
Agent selected reset path without verifying ISP service status or modem health, which is essential for PPPoE/ISP-provisioned setups
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified purple light but failed to ask about ISP equipment status, modem/ONT lights, or service activity - skipped basic diagnostic triage
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools used (web UI, logs, configuration check); agent relied solely on verbal description without directing customer to verify through admin interface
T3 Not Met No misinformation conf 100%
Agent instructed 'click the reset button five times, one press per one second' which is incorrect for factory reset (requires 10-20 second hold); this is a pairing procedure not a reset
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call flow but used excessive filler words ('uhoh', 'mom', 'okay so mom') and unclear transitions like 'mom by the way for the Okay sorry go ahead'
C2 Met Confirmed understanding conf 85%
Agent used simple, understandable language throughout, confirmed understanding through follow-up questions, and adapted to customer's non-technical level
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, did not transfer, and followed through until resolution was confirmed
O2 Partially Met Proactive follow-through conf 75%
Provided timeline ('maximum waiting time of seven minutes') but did not specify contingency if light didn't turn blue or what to do next
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as the issue was resolved at L1
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted as the issue was resolved at L1
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite but used informal terms ('mom') repeatedly without acknowledging customer's rental-property stress or urgency
X2 Met Tone & rapport conf 85%
Agent maintained reassuring tone, matched customer's pace, and checked in regularly on status ('What's the light indicator showing?')
X3 Met Overall experience conf 85%
Agent avoided unnecessary repetition and provided clear, direct instructions based on available information
Call Transcript18 turns · 19 lines
Speaker 1
ketchup.
00:00
Speaker 2
Welcome to Linxsys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linxsys.com for more information about your product. [silence]
00:00
Speaker 1
And then don't forget, whatever, you gotta hand the seat back out of the case. We're gonna hand the case down there. No, it's a bumper. I want to leave and I will tell you. Hi, Rio. My name's Christy. I am currently staying in a rental property in Wayz, North Carolina. And, um like a rental property, like a weekly vacation rental. And, um my internet went out yesterday. Um, excuse me. The internet provider is spectrum. I spoke with Spectrum and they
01:00
Speaker 2
Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today?
01:00
Speaker 1
the air stuff is okay, but there is a links this, um, you know, thing here and it's, yeah, I'm sorry, a router. And the light is purple. I've contacted the realtor. Everything here moves very, very slowly and they are not being responsive and I'm really hoping you might be able to just help me get me back online. Sure. four, three, K 1-0-M 2-8-C two-zero-three-zero-zero. I only see one. It's hardwired in a, the other thing. Yes, here. [silence]
02:00
Speaker 2
router. Mhm. Mhm. Mhm. Mhm. Ooh, uhoh. Mhm. Mhm. Uhoh. Mo. Sorry, ma'am, not a problem. I know, by the way, what's the serial number for this linksys device? Could take a look. I could take a look. These got. How many linksys devices do you have there? Okay, perfect. So, okay. All right, hold on. are You Put everything in? Okay? Bear with me. Give me just three minutes okay? Let me just fill in everything for assistance in the system. Thanks You. Serial number.
02:00
Speaker 1
There is one that's plugged into the jack that says Internet. Yes.
04:00
Speaker 2
Spectrum. All right, so, Ms. Christie, but anyway, just to double check in the physical connection for the Linksys router, can you confirm to me how many Ethernet cable connected at the back of it? Okay, only one. Okay, perfect. Great, so ma'am, since the device is showing purple, it might be someone have tried to reset this device. Did you try to press the reset button for this?
04:00
Speaker 1
I did because we didn't have internet yesterday, so I did. Okay. Okay. So, I did it. Uh, now, um just so you know, I can connect to the internet. Like I can see it on my device. I can connect with the password that's on the bottom of this. Um, but when I try it just says that this computer's offline. No internet. Uh so, right now,
05:00
Speaker 2
Ah, okay. All right. So whenever we are going to, uh, hit the reset button of the Lynx device, you are going to delete the current router settings, including the Wi-Fi name and the Wi-Fi password. So we are going to reconfigure the whole system from the scratch or from the beginning that you are going to set up this device. So, right now, so, uh, kindly try to click the reset button five times, one press per one second, not too fast. Okay. Hmm. Hmm, yeah, of course.
05:00
Speaker 1
Would like to load- I'm sorry go ahead. When I try to - When I try to load any web pages, it doesn't let me. Like I can connect. It tells me that more action is needed and then I have to login to something and I don't know how to do that. Mm-hm. Yeah. Okay. Um it is blinking like a like a purpleish white. Okay. Okay.
06:00
Speaker 2
Okay so mom by the way for the Okay sorry go ahead Okay because right now mom the device is in a setup mode you will be able to find a Wi-Fi name and Wi-Fi password however it will not provide you an internet because it needs to be set up first Right now what's the light showing? Okay All right so do not be worried mom let's just give it some time for the device Um at least a maximum waiting time of seven minutes the device should turn solid blue
06:00
Speaker 1
the light is blue now still blue sure [silence] it's still blue
07:00
Speaker 2
Okay, give it some time. It's still, uh, a minute I've passed by. I want to make sure it will stay solid. Blue. How is it right now? Ma'am? What's the light indicator showing? OK. Can you try to check if you have no internet in your phone or other devices.
07:00
Speaker 1
3. No I think I'm good well aren't you just my saviour? I wish I called you yesterday. Oh thank you. Wonderful. I appreciate it.
08:00
Speaker 2
You can try to go YouTube. Okay. All right. Do you want to try again for other device to check if you have internet or you're good already? Okay. All right. Well, if you call in the same time I will still be here. So might be I'll be able to receive the call yesterday, but yes. Everything is good right now. You don't need to worry. You can connect all of your devices to your Wi-Fi. Okay?
08:00
Speaker 1
Thank you so much. Thanks. Thanks. You have a great. All right. Bye.
09:00
Speaker 2
You're welcome, ma'am. So again, this is Rio from Linksys technical support. If you need assistance again, you can always call us back, ma'am. Have a nice day. Enjoy. All right. Bye-bye. Bye-bye.
09:00