V2 Rubric Detail — 85dbaa3e-6fb2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 09:53
Duration
30m 2s
Contact
Habsibha Sathiyanathan
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134587
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device does not reset

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation0.00/5
Customer Exp3.57/5
Overall50.3% (-5.7)

V2 Grader Summary

The agent performed basic troubleshooting but missed critical steps like accessing the router via local web UI and gave technically inaccurate reset instructions. While ownership and communication were strong, the lack of proper tool use and escalation resulted in a partial resolution. The customer was ultimately directed to the ISP without internal escalation, despite a likely hardware fault.

V1 Case Analysis

Customer reported ISP-provided Linksys router not detectable via app or Wi-Fi, solid blue LED persists. Agent performed incorrect reset procedures; concluded hardware fault. Advised customer to contact ISP (Tube) for replacement. No model confirmed; local web UI access not suggested.

Troubleshooting Steps
  • Checked Wi-Fi for default SSID (2U + last 6 MAC digits).
  • Instructed standard reset: hold reset button until solid blue (KB-aligned but ineffective).
  • Instructed power-outlet change.
  • Guided through non-standard recovery reset: unplug power, wait 2 seconds, repeat four times (not KB-aligned).
  • Attempted to verify wired connection via laptop (incorrectly dismissed).
Key Observations
  • Agent failed to collect or confirm the router model number, which is critical for accurate troubleshooting per KB.
  • The 'recovery reset' procedure (unplug/replug 4x with 2-second waits) is not documented in any Linksys KB. The correct recovery reset is a 10–20 second reset button hold.
  • Agent incorrectly claimed the laptop lacked a LAN port at [21:00–22:00], despite customer confirming a port was visible. This blocked a valid wired troubleshooting path.
  • Agent did not suggest accessing the router via local web UI (http://192.168.1.1 or http://myrouter.info), a core alternative to the app per KB.
  • Extended 5-minute hold without active troubleshooting or customer updates reduced efficiency.
  • Agent provided a clear next step (contact ISP) with a phone number, offering a valid self-help path for an out-of-warranty device.
Positive Highlights
  • Displayed empathy and apologized for inconvenience.
  • Collected customer's email and serial number.
  • Clearly communicated that the solid blue LED indicates the router is powered on.
  • Provided a concrete next step (contact ISP) with a phone number, offering a valid self-help path for an out-of-warranty device.
  • Maintained a calm and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to collect or verify product model number — a critical protocol miss for hardware troubleshooting.
  • Provided non-standard and KB-unsupported recovery reset steps (unplug/replug cycle) instead of the documented 10–20 second reset button hold.
  • Incorrectly stated the laptop lacked a LAN port, dismissing a valid wired access method and contradicting customer confirmation.
  • Did not suggest using the local web UI (http://192.168.1.1 or http://myrouter.info) as an alternative to the app, despite it being the primary recommended method per KB.
  • Extended hold time without active troubleshooting or customer updates, reducing efficiency.
  • Misled customer by implying the recovery reset was a standard procedure when it is not documented in any KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the router had a hardware fault and told the customer to contact the ISP for replacement, without restoring functionality or confirming the issue via local web access.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed physical resets and power cycling, but did not attempt to access the router via http://myrouter.info or http://192.168.1.1, which is a fundamental troubleshooting step per KB.
R3 Met Correct resolution path conf 85%
Agent correctly identified that the ISP-provided router was unresponsive after multiple resets and advised contacting the ISP for replacement, which aligns with support policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (solid blue light, app not detecting router) but failed to ask about web browser access or recovery key use, missing key diagnostic paths.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — not even a basic local web UI check (myrouter.info), which is standard and necessary for diagnosing app connectivity issues.
T3 Not Met No misinformation conf 95%
Agent instructed to release the reset button when solid blue appears; correct procedure is to release after LED flash-red-and-off sequence (per universal_factory_reset.md).
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations, maintained control, used hold appropriately, and guided the interaction logically despite challenges.
C2 Partially Met Confirmed understanding conf 85%
Agent used polite language but did not adapt terminology or confirm understanding of steps; some scripted responses observed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed troubleshooting, and provided a clear resolution path without transferring.
O2 Met Proactive follow-through conf 90%
Agent clearly communicated the next step: contact ISP at provided number. No follow-up was needed.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or available; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Hardware fault diagnosis should have triggered internal escalation or RMA process; instead, agent deferred entirely to ISP without attempting escalation.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy and professionalism throughout, with repeated apologies and courteous tone.
X2 Met Tone & rapport conf 90%
Agent matched the customer's pace and tone, remained calm, and kept the customer engaged.
X3 Not Met Overall experience conf 90%
Customer repeated information, waited on hold for 5 minutes, and performed multiple resets that could have been avoided with a simple web UI check.
Call Transcript38 turns · 39 lines
Speaker 1
please take your phone
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Hello, hi, good morning. My name is Hasee. I have an issue with my internet from last evening. And I have logged in an incident with TubeVent and I have tried few troubleshooting steps through the Linksys app and it didn't work. So that's why I called you today. Yeah. Tube, T-U-B-E, Tube. Yes. Yes, that's right. Router is also provided by Tube. Yes, we have uh raised this complaint with Tube, my internet provider. And then they
06:00
Speaker 2
Thank you for calling Langsteth, my name is Josh. How may I assist you today? And I'm sorry again ma'am. Who's your internet service provider? 12 and was the router also provided by Tobago? I see. And have you already contacted to look regarding with this issue?
06:00
Speaker 1
I just downloaded those with a help of the app.
07:00
Speaker 2
Yeah. Yeah. I see. And how many linksys devices do you have? Just one router. Thank you so much for that information ma'am. And what's the light again on thisrouter? Yes ma'am, the light indicator like on the tap. I'm sorry, also is it showing solid blue or solid red? Solid blue. Alright, so I'm going to set your expectation ma'am that solid blue indicates that the router is online or working. However, I believe that your main concern is you're trying to login into the linksys app to manage the
07:00
Speaker 1
Yes, that's right, because I'm not able to even uh yeah find the you know the router at all. I trying to connect it. Yes, Wi-Fi. Yeah, my first name is Septima H-E-P-S-I-M-H, last name is Satianai then. Last name, yeah, sure. It's F-A-T-H-I-Y-A-N-A-T-H-A-N. So with uh H-E-T-P-S-TSI, B-H-A.M-A.
08:00
Speaker 2
router. that's correct. I see. Mm-hmm. Wi-Fi. I see. I understand. Mm-hmm. First of all, I would like to apologize for the inconvenience and rest assure, that I'm going to walk you through on how to log in into the linksys app. So, before we get, sorry, before we get started again, may I have your first and last name? (uh-huh) How do you spell your last name? Thank you so much for that one. And what about your email address?
08:00
Speaker 1
Uh, the email address is thehu@Gmail.com. Uh, yes, the serial number is, okay, it's number five, nine, letter S, like Sierra, and it's one, zero, M, S and Mike, twenty eight, E, zero, six, one three four, five. That's right, yes.
09:00
Speaker 2
All right, thank you so much for that one Ma'am. So, um, going back to the I'm sorry, what's the serial number of this main node or this router of yours? [silence] Mhm. Thank you so much for that Wend. So, let me verify again the serial number. So it's 595 Sam 10 M for Mike 28E for Eagle 06134. Is that correct? [silence] Thunk you so much for confirming. All right. Let's now go back to the issue eh.
09:00
Speaker 1
iOS yes Oh me me no it can't detect it's not coming through no I've done the reset set as well but it's not pulling through yeah I'm okay can you give me like one minute I need to bring my laptop that's okay
10:00
Speaker 2
issue i know again the operating system of the phone that has that links app like is it an Android or iOS iOS right. And all right, so on your phone ma'am kindly go to its Wi-Fi or Wi-Fi settings and check if it can and then check if it can detect the default name of the router which is 2U and the six last digits of the Mac address. I'm sorry, so that if how about wait, do you have a computer there or a laptop. If so, can you also check if they can detect the default name of the router? Yes, ma'am. And.
10:00
Speaker 1
Yes. Okay, sure. Thank you very much. I'll be back in a minute. Hello, hi. Uh, I'm checking on my laptop. yeah. [silence] [silence] Hello. Hi. Hello.
11:00
Speaker 2
Let me, yes ma'am. Can I just take your time as well? But
11:00
Speaker 1
and under the Wi-Fi and it is not detecting, no, not coming through the white and list. No, no, never, never, we haven't done that. Try it. Oh, okay, just for 10 seconds here. All right, now, so I'm pressing the reset button and still the light
12:00
Speaker 2
Mm-hmm. I see. And have you I see. And have you managed to personalize or customize the Wi-Fi name of the router? I see. I. Oh, yeah, I understand. So let's try again to reset the router, okay? So, before Oh, you're most welcome. So for reset, just press and hold the reset button and do not release it until you see the solid blue light. Thank you. Yeah. So, yeah, when you press the enter, sorry, when you press and hold the reset button, can you observe the light? And the light of the router will turn off, and once it's gone to solid blue, that's the time to release the reset button. [silence]
12:00
Speaker 1
it's solid, its not off on or not or nothing no changes at all, the light very strange yeah nothing's happening yeah mm-hmm 1 minute ok yeah I'm doing it now ok it's waiting for 1 minute
13:00
Speaker 2
Ah, I see. Ah, yeah, it could be I see. It could be possible that the router is already experiencing hardware issues since it's not responding on a reset. How about this one? Uh, yeah. Let's try this one, ma'am. Can you just press and hold the reset button again, sorry, can you press and hold the reset button instead for one minute? And I have a time here on my end. I have a timer here on my end, so I'm gonna let you know once the time is up, okay? Thank you.
13:00
Speaker 1
Yeah. Yeah, done that. Yes, still solid blue. It is, yeah.
14:00
Speaker 2
Hello ma'am, you may not release the reset button. Uh-huh. And so what's the light on the node right now? Is it still showing solid blue? I see. And have you tried, like, plugging this node into different power outlet as well?
14:00
Speaker 1
Uh, completely off the socket from and trying into a different socket the powers. Uh, I haven't done that. Do you want me to do it now? Okay. uh socket. Okay. off and on. Yeah, all right. Yeah, give me a minute and let me just change the power source and see. Thank you.
15:00
Speaker 2
Yes, ma'am. Yeah. Yeah. Yes, ma. So once you unplug the child node and then, I sorry, once you unplug the node and then re-plug it into a different power outlet. Yeah. Or power socket, then you check if the light on the device like turn to solid blue right away. Yeah. Yes, ma'am. You're most welcome. Yeah. [silence] Uh-huh. Hello, ma'am, how's it going there? Uh-huh, got it, ma'am. Mhm. Thank you so much for that one. Ma'am, and again, ma'am, once the, aha, once the node has been plugged in, kindly observe, okay, if the light will automatically turn to solid blue. Uh-huh. Uh-huh. Uh-huh. Let's wait for 30 seconds or a minute and check if [silence]
15:00
Speaker 1
Oh. oh good. alright. go ahead. hmm. Okay okay mm-hmm all right let's wait for it. it's still the same. it's not flashing or anything. it's solid. yeah sure okay
18:00
Speaker 2
the light on the node will flash because technically or by default, it should be flashing blue, not just solid. Yeah, because if it's so, Yes, man. So, so after a minute, if the light on this node or router is still showing solid blue, we will try to do the recovery reset and hopefully it will fix the issue. If the issue persists, if the issue persists, Uh-huh. Oh, I see. So let's now do the recovery reset instead, man. So, yeah, so for the recovery reset, kindly unplug the power adapter from the device and wait for two seconds.
18:00
Speaker 1
turn it off and wait for two seconds yeah okay yes sir putting it in okay okay thank you
19:00
Speaker 2
Yes. And when you turn sorry when you turn it off, make sure to unplug the power adapter from the device, okay, not from the power outlet. So, yeah, and plug the power adapter. Wait for 2 seconds. And then plug the power back on and count for 5 seconds. And kindly do that, ma'am for four times, okay? Kindly do that for four times. Thank you so much. And again, kindly take your time.
19:00
Speaker 1
Yeah, I've done that quite a few times, like four times. Hanging solid blue for the whole time. No flashing nothing. Just off and on, solid, yeah. [silence]
20:00
Speaker 2
Thank you so much for that ma'am. And during the recovery process uh did the light on the node like turn or change to flashing or it was hanging solid blue at the whole time? I see. I see. And do you have a computer that can be wired directly to this node or device?
20:00
Speaker 1
I have a laptop with me. If that helps. Let me check. That would be yeah, one second. I um i don't think so. Let me try it again.
21:00
Speaker 2
Yes, is that laptop has a land or internet port? Thank you so much for that, man, because most laptops nowadays does not have a LAN or internet port, so yeah, that's the reason why while we're trying to check.
21:00
Speaker 1
one I can see one is HDMI and the other one looks like uh LAN port uh laptop. Yeah. Mm-hmm. Okay. Yeah yeah sure. Thank you. Yeah. [silence]
22:00
Speaker 2
I'm sorry, this lap. I'm sorry, ma'am. The laptop does not have a. Yeah, it does not have a LAN port. Right? I see. I understand, ma'am. So, I'm going to put the call on hold for three to five minutes, okay? I just need to double check my resources for this one. Thank you so much, ma'am. All right. Thank you so much, ma'am. All right. Thank you, ma'am. And again, kindly hold on the line, [silence] and hold on the line, [silence] [silence]
22:00
Speaker 1
Hello, hi. Yay. okay okay. Yeah. Okay.
27:00
Speaker 2
Yes, maam, I've double checked my research earlier and I do apologize ma'am. But it could be possible that this node or router is already experiencing hardware issues since we already tried all the possible troubleshooting steps and yeah the router is really not responding on our reset. So for this one ma'am, rest assured that you can contact Mo and inform them that the router is really not resetting. And that's the reason as well, ma'am. Why Dell Lynxis app is not detecting the router and all your wireless devices like computer or phone aren't able to detect the device since again the router is already experiencing a hardware issue. So yeah, and also ma'am, OnlyTube, OnlyTube is the one that can replace your router.
27:00
Speaker 1
Okay, so it's a router hardware issue and I need to contact T to do, to replace the router. Yeah, I do have [silence] I don't think I captured the number properly. [silence]
28:00
Speaker 2
I can I can I can I can. yeah, that's correct, ma'am. hold on, let me. I have no words, ma'am. So I can also check here on my end. you're most welcome. And yeah. there, wait, are you ready for the phone number? Okay, great. So it's 02392 92 06 5. ah, yes, ma'am. So 58 0. Oh, I'm sorry, ma'am. So.
28:00
Speaker 1
You, you, you, okay. So it's 023 920 6458 883, okay. Super, I've got it. Thank you. I will contact them right away. Yes, will do. Thank you so much for your help today. Yeah, thank you. Bye bye.
29:00
Speaker 2
No worries. 9, 2. And then 0, 6, 5. 5, 5, 8. Yeah, so 5, 0, 6, 5, 5. And then 8. You're most welcome. And yeah, rest assured that you can just contact Subhub and inform them regarding the issue with your router. All right. You're most welcome. And thank you so much again for your time and cooperation and thank you again for calling linksys. Have a great day, man. You're most welcome.
29:00