V2 Rubric Detail — 8e40da6a-6e3f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:37
Duration
7m 49s
Contact
Devin Beiler
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134234
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MX4200

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.71/5
Overall50.9% (-5.1)

V2 Grader Summary

The agent accurately diagnosed the red blinking light and provided technically correct steps, including proper factory reset instructions and warranty status. However, the interaction lacked empathy and follow-through after the customer expressed frustration, and no post-reset plan was established. While troubleshooting was initiated, full resolution was not confirmed, resulting in a partial outcome.

V1 Case Analysis

Customer reported red blinking WAN light on MX4200. Agent confirmed out-of-warranty status, advised factory reset (hold 20s) but incorrectly stated post-reset LED should be solid purple. No verification of web UI access or reset completion. Customer declined paid support.

Troubleshooting Steps
  • Collected model, serial number, email, and phone.
  • Confirmed out-of-warranty status (expired Dec 4, 2024).
  • Advised factory reset (hold reset button 20 seconds).
Key Observations
  • Agent incorrectly described post-reset LED as 'solid purple' (transcript [06:00]), contradicting KB guidance (solid blue).
  • Agent did not verify whether the customer could access the router's web interface (192.168.1.1 or myrouter.local) after reset.
  • Paid support was offered before confirming the customer could attempt the free reset step.
  • No confirmation of reset completion or issue resolution was obtained.
Positive Highlights
  • Accurately captured model (MX4200) and serial number (38011201444493356635).
  • Correctly identified and communicated out-of-warranty status with expiration date.
  • Provided correct reset duration (hold 20 seconds).
Agent Errors / Gaps
  • Incorrect post-reset LED description: stated 'solid purple' (transcript [06:00]), but KB (universal_factory_reset.md) specifies solid blue.
  • Did not verify whether the customer could access the router via local web interface (192.168.1.1 or myrouter.local) after reset.
  • Prematurely offered paid support before confirming the customer could attempt the free factory reset step.
  • Failed to confirm whether the reset resolved the issue or if the customer could proceed with setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent suggested a factory reset but did not confirm resolution; call ended without verifying setup success or providing further support.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent identified red blinking light and recommended reset, but skipped essential steps like power-cycling modem/router or checking AT&T service status before resorting to factory reset.
R3 Met Correct resolution path conf 96%
Agent correctly identified device was out of warranty (expired Dec 4, 2024), offered optional paid support, yet still provided a valid free troubleshooting step (factory reset) aligned with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent recognized red blinking light symptom but did not ask about ISP status, modem functionality, or perform logical checks (e.g., test at modem) before concluding reset was needed.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote access, logs) were available or necessary; agent used correct KB-based method (factory reset) appropriate for the issue and customer capability.
T3 Met No misinformation conf 97%
Factory reset duration (20 seconds) and solid purple light as ready state are accurate per universal_factory_reset.md; warranty and cost details were factually correct.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected information and gave a direction, but failed to set clear expectations after the reset step or manage transition when customer expressed frustration.
C2 Partially Met Confirmed understanding conf 88%
Agent used consistent technical terms but did not adapt language or check understanding when customer struggled with name/email entry or expressed urgency.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent remained on the call and did not transfer, but abandoned ownership after suggesting reset without offering follow-up or continued assistance.
O2 Partially Met Proactive follow-through conf 89%
Agent instructed a single action (factory reset) but did not define who would do what next, set a timeline, or commit to callback if issues persisted.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and agent provided a resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer stated 'I'm not paying to get help from the company that made the device' — agent gave no empathetic acknowledgment, only repeated policy.
X2 Not Met Tone & rapport conf 93%
Agent continued in a procedural tone despite clear customer frustration; no shift in pace, tone, or effort to de-escalate or engage emotionally.
X3 Partially Met Overall experience conf 87%
Agent asked for serial number and repeated it, but required customer to re-enter data already provided and did not streamline troubleshooting steps.
Call Transcript12 turns · 14 lines
Speaker 1
Hi, my name is Devin Byler. [silence] I'm trying to set up a Linksys MX4200C, [silence] I've got a blinking light over here that says ethernet, [silence] do you see anything in the settings that looks like a LAN settings? It affects a LAN connection so I'm trying to check out what I can do so I can rectify this issue.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi. Thank you for calling Linksys. My name is Vin, and I'll help you today.
00:00
Speaker 1
Uh, my AT and T router? Yes. I believe it's a new one. Yes. Uh, Leavin, Bylor. Ian. And then it's Bylor, as in B-E-A-U-L-E. Indigo. G-O-B-L-E-N. Of joe LEL O Romeo.
01:00
Speaker 2
Thank you so much, Biler. Thank you so much. Uh, what about the email address? Just to confirm, if I got it right, was it Z E H E B O U N D? I'm sorry, what was it? It's Z T H E. I'm sorry, Z T H E.
02:00
Speaker 1
Okay. Yes. Yes. It is 38U10M31B32001.
03:00
Speaker 2
The bound lycan rock at gmail.com. And the phone number that you're currently calling, is it 414014-6558? And the phone number that you're calling? Is it 414014-6558? All right. Can you provide me the serial number of the current LinkSys device? All right. That's 38011201444493356635. All right. And it's the X4300.
03:00
Speaker 1
B as in Bravo. yes I've No clue. I'm not the one that purchased it. My partner did. Just the one. Alright. I've tried plugging it in with an Ethernet. I've registered it on the website and that's about it.
04:00
Speaker 2
Oh, one moment, would you like me? One moment, I was it. It'd be like boy or do you like Delta? Thank you so much for giving me time to get 3 2 0 0 1. And the model is the MX-4200. Can I also ask you, where did you purchase the MX-4200? M. I see, so I. And lastly, may I also know how many MX-4200s do you have or was purchased? Just the one. All right. Let me quickly double check everything on my end, regarding the about the MX-4200. In the meantime, can I also ask what kind of troubleshooting steps have you done so far with the device? [silence] for you?
04:00
Speaker 1
I do have the app, I just, hold on. Let me make sure I can log into it. That's right. Oh. Because the router is blinking, it's not going to let me use the app. It's a red blinking light.
05:00
Speaker 2
And to confirm, you did not download the Linksys app as well. I see. What's the light that it's currently blinking right now? Red blinking light. All right. Thank you so much for that one. So, in terms of troubleshooting the Linksys router, you need to perform a complete factory reset on it. The reason as to why you need a complete factory reset. [silence] But red light indicates that it's not detecting any internet connection coming from the AT&T. Now to perform a complete factory reset, you need to hold the reset button for at least 20 seconds so that the Lynx is router can perform the factory reset. And once it's on a solid purple light, that indicates it's in a ready to set up mode, and you can use the Lynsis app after so that you can set it up all over again. However, before any further troubleshooting may also start, upon double checking with the serial number of the MX4200, I do have to set expectations, it is unfortunately no longer in warranty. The warranty status of the device had expired around December 4 of 2024. It is no longer eligible for free troubleshooting on RN. However, needless to say, all troubleshooting steps for the device.
05:00
Speaker 1
I'm not paying to get help from the company that made the device. All I'm trying to do is connect it to the Wi-Fi.
07:00
Speaker 2
The device is completely free and available on support.linksys.com. But for further troubleshooting through the phone for not a warranty product, it entails a $15 cost, which is completely optional if you do still wish to proceed. We do apologize, but since currently the device once again try performing a complete factory reset by holding the reset button for 20 seconds and it will allow you to start from scratch. However, we cannot extend our support freely since the unit is no longer in warranty. We can still try to double check if the warranty status.
07:00