V2 Rubric Detail — 821b5ba6-6f1c-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 15:59
Duration
15m 22s
Contact
Ramesh Kumar
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134472
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall11.1% (-20.9)

V2 Grader Summary

The agent failed to troubleshoot or resolve the red-light issue, provided factually incorrect information (discontinued cloud, fake model number), and did not follow proper resolution paths. While communication was minimally functional, no technical accuracy, ownership, or effective guidance was demonstrated, leaving the issue unresolved.

V1 Case Analysis

Customer reported red LED on BLP01 router with no internet connectivity. Agent did not troubleshoot, incorrectly stated the model is unsupported and cloud services are discontinued, and recommended a non-existent product (MX20MS3). No resolution provided.

Troubleshooting Steps
  • Collected serial number and model (BLP01).
  • Read back serial number to confirm.
  • Stated the model is no longer supported and cloud services are discontinued.
Key Observations
  • Agent did not perform any diagnostic steps for the red LED/WAN issue (e.g., cable check, power cycle, modem verification).
  • Incorrectly stated that Linksys cloud servers are discontinued (contradicts universal_firmware_update.md and adjacent_connecting_devices.md).
  • Recommended a non-existent product model (MX20MS3).
  • Failed to verify warranty status or offer escalation despite red LED indicating potential hardware fault.
  • Did not confirm modem functionality (skipped universal_isp_modem_diagnostics.md Step 1).
Positive Highlights
  • Collected and correctly repeated back the serial number.
  • Repeated the customer's concern about retaining the same network name/password.
  • Attempted to provide a next-step suggestion, albeit incorrect.
Agent Errors / Gaps
  • No troubleshooting of red LED or WAN connectivity (violated led_intelligent_mesh_consumer.md Path C and universal_isp_modem_diagnostics.md Step 1).
  • Recommended non-existent product model MX20MS3 (no such model exists in Linksys catalog).
  • Falsely claimed Linksys cloud servers are discontinued (contradicts KB guidance on remote access via linksyssmartwifi.com).
  • Failed to verify warranty status or discuss support eligibility (major protocol miss per QA Grading Guidance).
  • Did not confirm modem functionality (critical step for red LED/WAN issues).
  • Misled customer about reusing the same network (cloud profiles cannot be transferred, but agent did not clarify this).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red-light issue or provide a working fix; instead advised purchasing a new router without attempting repair.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, cable check, WAN test); agent skipped diagnostics and moved straight to replacement advice.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared the VLP01 unsupported and suggested an invalid model (MX20MS3), failing to follow appropriate resolution path for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond 'red light' or ask diagnostic questions to determine root cause (e.g., modem status, recent changes).
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (e.g., admin UI, firmware check, WAN diagnostics) despite clear need to assess router status and connection.
T3 Not Met No misinformation conf 98%
Agent made materially incorrect claims: stated cloud servers are discontinued (false for VLP01), and provided non-existent model MX20MS3.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call flow but failed to set expectations or structure troubleshooting; conversation drifted without clear transitions.
C2 Partially Met Confirmed understanding conf 92%
Agent used simple language but failed to confirm understanding or adapt to customer’s repeated confusion about network migration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by suggesting customer buy new hardware instead of attempting repair or escalation.
O2 Not Met Proactive follow-through conf 94%
No specific next steps provided; vague suggestion to 'create same name, same password' without migration guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent failed to escalate despite being unable to resolve issue and providing incorrect technical information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent did not explicitly acknowledge frustration, but remained polite and allowed customer to express concerns without interruption.
X2 Partially Met Tone & rapport conf 90%
Agent responded to questions but did not proactively check comprehension or adjust pace despite customer’s repeated clarification requests.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial/model numbers multiple times; agent failed to reduce effort by documenting or confirming early.
Call Transcript26 turns · 29 lines
Speaker 1
You know my Linksys is not working for some reason, I tried everything including rebooting it and uh turning it off and this. I'm connecting from the modem everything that I can think of, but it's still showing only the red light, because many of my devices, including my solar system, everything is connected to this internet, so what do I do next? the model is a please wait a moment.
00:00
Speaker 2
Can you give me the serial number and model number of that Lancer's rider? The L P zero 1, what's the serial number? Mm hmm .
01:00
Speaker 1
So, it is 2 0 J 2 0 6 0 7 8, 1 2 3 7 5. For eight, there is, yeah,
02:00
Speaker 2
hey, let me read it back to you one more time. so that's 2 0 J 2 0 6 0 7 8 2 3 7 5. correct? 1 2 3 7 5. so that god there's no 8 AI checking. What is your first name and last name so I can create a record for you? And what is your email address? No, that's okay. If you don't want to provide it, that's okay. We're not gonna force you. now let's skip this one then. [silence] who's your internet provider just check the model one second the model number b l p zero one correct just double checking problem could be related to firmware or something else could be the cables not plugged in properly or we're not sure yet but right i understand now when i try
02:00
Speaker 1
Okay. But then what do I do? because a lot of my stuff, all the devices that are including solar panel, everything got attached to this. What do I do then? What is the solution? Okay. What? Okay. So what is the new model? Do you have the same name or what is a, I can use the same satellites or everything because I bought a lot of satellites. All of them, none of them will work if I take the new or modem, the new router.
05:00
Speaker 2
check the model number right here based on the model number blp01Unfortunately we no longer support this model number I think to say there's no technical support for this modelI guess it's best to upgrade the router instead of the latest model there will be no feature update for this model I'm not sure I understand one more time
05:00
Speaker 1
No, no, no, I, I have this other notes. Right, the satellite notes, uh, I bought a lot of them, three or four extra, uh, to increase the coverage, but, uh, if I changed the router for a different one, uh, do those not do those notes still work? Oh, those notes work. So those nodes are okay with any any router. Of course, link is not not like other other company, but I'm saying any model. Any other model of linksys. Oh, oh, that's good. Okay. Now tell me, uh, like, uh, so this is all gone. This is not working anymore. [silence]
06:00
Speaker 2
Probably It's gonna work yeah if they're not defective then I think it would work. Any not any Rather Linksys mesh router any model of mesh Linksys Yes I'm not saying it's not .no
06:00
Speaker 1
or... while. Okay. All right. So I did not. I tried everything but tell me like, if I get a newer one, uh will I be able to retain my previous network or, for example, just change the router and put a new router, new lynx or. Uh would I be able to use the same network or do I need to create new network? Oh, really? Oh, because the thing is all the solar system, everything that has to the network. So, uh basically, just change a machine, but everything remains the same. Right? I don't know. How to transfer that to that new router. How do how do how to how to set it up with the same previous network?
07:00
Speaker 2
And so yeah, you can still make use of the same name, same password. It's okay. No problem. Yeah, you can. I think it will work that way, yeah. You don't transfer it. [ silence ]
07:00
Speaker 1
Okay. Oh, the, the same name, the same password, correct? Or a new router, okay. A new router, but the network will be the same, the previous network? Okay, but. Yeah. Yeah. So, so what is the process? So I disconnect this and put a new, same, new Linksys router and, uh, and, uh, go to the app and then.
08:00
Speaker 2
no, you don't transfer it, you create it inside the settings of the new linksys router, you create same name, same password, exactly same name, same password, and that I think will work, probably some devices will not connect automatically, you have to manually connect them, but I think most of the devices will connect if they remember that name, as long as it's same name, same password, they can connect. hmm? another router, yeah, can be the same.
08:00
Speaker 1
What else I do, by the way, the app was also not working last few days, app was not working. Now when I, because the app is not working, I tried to reboot the system. That's how the system also went off. Actually, it was working till yesterday. Uh, just to make sure that I wanted to make the app work, I had to reboot the system, and then once I started rebooting, everything is gone. Oh, is it so no, no, at the end of the day, all that I want is I want to use the same network because so many devices are attached to that and otherwise I cannot change those devices because that is the solar panel like guys solar guys changed.
09:00
Speaker 2
if your previously lag and using your email account and I I think it's not a working anymore if you trying to login again back to the account no it's not going to work because the cloud servers been discontinued you can login using local access but not the account email account
09:00
Speaker 1
but they have the device which is, uh, connected to that network. So, all that I want is my previous network to work again. That's all I, I can change the router, but I want the same network to work again. Is that possible or not? Okay, so, for that reason, all that I have to do is put the new, plug in the new router and then, uh, go to the app and, uh, create another network with the same name and password, right? I won't be able to use the previous, uh, uh, previous account information because I got already account, right? I can't use that information. Yeah. Is it okay if I call you back to see if, uh, uh, if you could help me?
10:00
Speaker 2
that is possible. yes. you can't use that because the cloud server has been discontinued. you can use again the local access, which is the admin password. [silence]
10:00
Speaker 1
Yeah, okay, okay, so, okay, can you suggest me the name of the new, model of the new router, please, so that I can buy it. Which is similar to this, just that all nodes work, just that, that's all I want. Okay, so, but I think the previous ones, they are selling the older ones, I think they are still selling some other third parties. Uh, how about if I change that one, does it also work? The same one, some people are selling. Uh, if I use that one, will that help? Yeah, some people are selling, right? On Amazon.
11:00
Speaker 2
If you have the… uh model model number, let's say if you have, yes. You can give us a call back, and then we'll assist you with that. Sure, let's track. All right, checking out. You use the same model number, you're saying.
11:00
Speaker 1
eBay, they do send up older ones, like which are working well. Can I use that router instead because it's exactly the same model and everything? Is it the process same? The network, I got it. Okay, I got it. Got it. Okay. That's fine, that's fine. I totally got it. I just asking yourself, but yeah, tell me, what is the model that I could buy now in place of that? What is the. Mm-hmm. Okay. One second. What what is the number again, MS? Uh-huh. [silence]
12:00
Speaker 2
I. would say yes, you can. you can use that for sure however, regarding support, we no longer support this model number. so if you call us. we cannot help you with that. now, I'm not saying your your note there is incorrect model number all right. so I'll give it to you. the model number is Mx20 ms3. it's a three-pack node. M as in Mike, K as in Killer, X as in X-ray, 2, 0. my again, S as in Sam, then number three.
12:00
Speaker 1
Oh, that's good. So I can use the previous old ones also along with this node? Yeah? All right. Thank you so much. I'll try to buy that then. Okay. But this is good, right? The coverage is good. How many square feet does it come to? How much does it cover? How much area? Oh, okay.
13:00
Speaker 2
Okay. Yeah, you can. Yeah, you can. Like in Taddle, say model number. It's 6,000 sq ft. G.
13:00
Speaker 1
Okay, okay, 6,000, okay. How about, um, I don't need that much, but, uh, that's fine. I mean, I don't need any nodes. There's 6,000 because I was for $2,000 ever time. I mean, like, I think that's good enough. So, what about this one? There's another one, Atlas WiFi 6 router. Uh, then there's photo and square feet. Uh, is is is the what is this one? This is the isn't this not a new one? The link says Atlas. MX 2000. Oh, oh. Oh, God. Okay, good.
14:00
Speaker 2
It's the same model number. MX-2000 is the same as the one I gave you, but that MX-2000 is probably just one pack. This is three pack, but same model number. If you only need one, just get that. If you wanna upgrade the system, the whole system, then get this instead so you can have a three pack.
14:00
Speaker 1
thank you sir I appreciate your help uh but I mean yeah once I get it I'll try to install because I just want to make sure the content same one so yeah No, that's it. Thank you. [silence]
15:00
Speaker 2
Want to go back. Okay. You have other questions? All right. Thank you. Take care. Bye bye. [silence]
15:00