V2 Rubric Detail — 9423db24-7995-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:51
Duration
40m 0s
Contact
Judy Simmons
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00108433
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.3/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall88.0% (+2.0)

V2 Grader Summary

The customer's internet connectivity was successfully restored through proper router setup, confirming a successful resolution. While initial troubleshooting was incomplete (R2, T1, X3 partially met), the agent demonstrated strong ownership, communication, and technical accuracy in guiding the customer to a working state. No escalation was needed or performed, and the call concluded with the customer online and satisfied.

V1 Case Analysis

Customer set up MX6200 router with Xfinity modem: connected Ethernet cable to Internet port, pressed pair button once (not held), accessed myrouter.local, personalized Wi-Fi SSID/password, enabled guest network. Internet connectivity confirmed on laptop.

Troubleshooting Steps
  • Confirmed product model (MX6200).
  • Guided customer to connect Ethernet cable from Xfinity modem to router's Internet port.
  • Instructed customer to press the pair button once (not hold) on the MX6200 as per KB guidance (universal_mesh_node_management.md).
  • Directed customer to access http://myrouter.local (correct URL for MX6200 series) and complete setup wizard.
  • Assisted with personalizing Wi-Fi SSID and password.
  • Enabled and configured guest network with custom password.
  • Verified internet connectivity by browsing multiple websites (Apple.com, CNN.com).
Key Observations
  • Agent correctly applied the Pair Button method for MX6200 setup as documented in universal_mesh_node_management.md, instructing a single press (not hold).
  • Agent provided the accurate setup URL (http://myrouter.local) for the MX6200 series, matching KB guidance.
  • Customer confirmed internet access by browsing to Apple.com and CNN.com, validating the resolution.
  • Agent unnecessarily asked about a 'fiber modem' at [11:00], causing minor confusion despite the customer clearly stating they have Xfinity (a cable provider). This did not affect technical accuracy but slightly reduced efficiency.
  • Long pauses and filler words (e.g., 'uh', 'okay') reduced call efficiency and clarity, but did not impact technical accuracy.
Positive Highlights
  • Correctly identified the MX6200 model and applied the appropriate Pair Button setup method (single press) as documented in universal_mesh_node_management.md.
  • Provided the accurate setup URL (http://myrouter.local) for the MX6200 series, ensuring the customer accessed the correct interface.
  • Successfully walked the customer through the entire setup wizard, including Wi-Fi personalization and guest network configuration, matching KB guidance.
  • Confirmed resolution by having the customer test internet connectivity on multiple websites (Apple.com, CNN.com), ensuring the fix was validated.
  • Maintained a polite and professional tone, praising the customer ('you did a great job') at [38:00], which supports good customer experience.
Agent Errors / Gaps
  • Repeatedly asked about a 'fiber modem' at [11:00] despite the customer clearly stating they have Xfinity (cable), introducing irrelevant information. This was a minor protocol and efficiency issue, not a technical error.
  • Provided unclear instructions about the Ethernet cable ports on the Xfinity modem at [11:00], saying 'either of those four ports' instead of specifying the WAN/internet port. This did not affect the outcome but could have been clearer.
  • Did not verify the router admin password before entering the setup UI, though this was not critical for the initial setup flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms internet is working: 'It looks like it's working... That's online.' Agent verifies setup completion.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped initial troubleshooting steps (reboot, verify modem sync) and did not confirm if issue was with modem or router; started mid-process assuming setup was needed.
R3 Met Correct resolution path conf 90%
No indication the device was out of warranty or ISP-provisioned; agent followed correct setup path for customer-owned MX6200.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified blinking LED but did not ask about modem lights, WAN IP, or perform basic checks (e.g., is modem online?) before proceeding to router setup.
T2 Met Appropriate tools / resources used conf 90%
Used correct local access method (myrouter.local), visual LED confirmation, and web UI configuration—appropriate tools for setup scenario.
T3 Met No misinformation conf 90%
All instructions (Ethernet cable, pair button, tri-band info, Wi-Fi naming) are factually correct for MX6200 per KB. Specifically, the use of myrouter.local and the pair button for MX6200 is supported by universal_mesh_node_management.md.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control with clear directives: 'connect the cable,' 'press the pair button,' 'go to myrouter.local.'
C2 Met Confirmed understanding conf 85%
Used plain language, repeated steps, adapted to customer’s confusion (e.g., clarifying 'nude light'), and confirmed understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, did not transfer, and completed setup without deferring responsibility.
O2 Not Applicable Proactive follow-through conf 90%
Issue fully resolved; no follow-up or next steps required.
O3 Met Closure confirmation conf 85%
Referenced prior case: 'I'm actually checking the previous record here,' avoiding repetition of history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted—issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent praised customer: 'You did a great job,' and ended warmly: 'Thank you for calling. Have a great night.'
X2 Met Tone & rapport conf 85%
Matched customer’s pace, repeated instructions, and adjusted explanations (e.g., guest network) based on questions.
X3 Partially Met Overall experience conf 80%
Customer had to search for Ethernet cable and struggled with port selection; agent could have pre-emptively guided on cable type and correct port (Internet/WAN).
Call Transcript65 turns · 70 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product.
00:00
Speaker 1
First. Thank you. Thank you. Welcome to Paradise Communion Cafe, where exceptional taste is everyday convenient. Right in the here. Ahem. Okay. Welcome to the hotel. Ahem. Yes ma'am. I'm calling regarding a repair. I was told to call back when I had have the internet set up at the house. Judy Simmons is her name. I have the product information. [silence]
02:00
Speaker 2
Thank you for calling Linksys. This is Steve. How can I help you? [silence] Okay. Yes. It's Judy Simmons. And the email address is J. Simmons@
03:00
Speaker 1
Yes. Um, let me look at it. Where do I see this? The thing I bought that never worked. Yes, MX6200. Hello? Oh, okay. No, I don't, I, I have a device that never worked. I called and, um, I was assured that it works. So they told me to call back when I have the Internet set up at my house. So now I have Xfinity.
04:00
Speaker 2
Ford, B-A-H at hotmail.com. So, you have an M6200, right? [silence] Okay. Yes. I'm actually checking the previous record here. So, all right. So, right now, you got a new device.
04:00
Speaker 1
internet here. And now I'm calling. No, mom. All he, I have internet at the house. He told me that he could not troubleshoot the box without me having internet. So I'm calling now that I have internet at my house. Yes, I didn't have it before when I called. Comcast, Xfinity. I don't know how to answer that. I have Linksys. And I have Wi-Fi in my housE. [silence]
05:00
Speaker 2
oh you have uh, oh okay, I see, so you have you have a new modem, which is from Xfinity, okay, so you're, you're, you're, uh, you have the internet right now, and who is your internet provider? Okay. Okay, so you have a modem from Comcast, right? uh, but do you have a box for it? [silence]
05:00
Speaker 1
I have a black box from the from the Internet Service Provider. Yes. Mom, I've just called you. I don't know what to do. And so that's why I'm calling you. It's sitting plugged in. It's not connected to anything other than power. What type of cable?
06:00
Speaker 2
You got a box from Xfinity? Okay. All right. Yeah. So, so it seems that there's a need for us to reconfigure your Linksys. So now I and do you have your black box the one from Xfinity connected to your Linksys to the MX6200? Oh, okay. So it's not connected to anything. Okay. Can we connect, ma'am? Can we connect to your black box, the one from. Okay. Connect it with a cable. Okay. You can use the cable that to it. Okay.
06:00
Speaker 1
I don't know but it's a cat 5 or cat 6 mom, I don't know what is the cat 5 or cat 6, I don't know what type of cable, I don't, the telephone looking thing. All right. So, I need to find that cable. Could you give me a moment?
07:00
Speaker 2
Cat5 or Cat6 cable. The one that came with the, with the Linksys. You should have that cable available. But do you have any cable there? An Ethernet cable. Ethernet cable. It looks like a telephone, yes. It looks like a telephone cable. But it has a bigger end. It has a bigger connector. Connect one end of that cable from your Xfinity box and then connect the other end to your Linksys. And it should be connected to the internet port. Okay.
07:00
Speaker 1
[silence] I am not possession of that right at the moment. Okay, I think I see something down in this box. It's gray. It has those on both ends. Does it a gray cable? Doesn't it matter? It's a gray cable? Hello? Okay. Okay, this is... All right. Does this link just have to be plugged in? Okay. [silence]
08:00
Speaker 2
Yeah, it can gray, it can be yellow, it can be blue, as long as it is an ethernet cable. It should be turned on, yes, it should be turned on and make sure you have that Vertex box connected to the Internet. [silence]
09:00
Speaker 1
All right, I'm trying to get power in the vicinity. Let me get another drug cord. Powered yet an extension cord. I don't know. Are you going to be able to see this or I need to have a computer or something. Okay. So where do I plug in the thing in the back of the internet box? Yeah. Yeah, where do I plug it? It has four of those ports. Which one do I put it in? Yeah.
10:00
Speaker 2
Do you want the fiber modem? Are you talking about the Xfinity box? I think you may plug it into, to either of those four ports. Is it numbered, like 1, 2, 3, 4? Yeah, you may connect it to one of those ports. It doesn't matter.
11:00
Speaker 1
All right, and then where do I put it on the back of the main fit? Where does that internet? Okay, got it. Okay, those two are connected with each other. And uh what do you say I must do on my computer? This is one light on the top, a blue light. And it's blinking. That's one light.
12:00
Speaker 2
It should be to the Internet at the back of the Linksys. Yes, the one that says Internet. Okay. So can you let's check first the lights on your uh Linksys. Can you tell me what lights are lit on top? Yes. It's a blue light. Okay, we'll wait for it to turn.
12:00
Speaker 1
[silence]
13:00
Speaker 2
Well it has to be solid blue, right now it's just blinking. OK we'll wait for it to turn solid. OK? Yes ma'am. Yes, but it should be solid.
13:00
Speaker 1
You're good. Still blinking. Okay it's solid. Hello? Hello? I can hear you now, yeah. Yes now. Okay I have to go back
14:00
Speaker 2
don't have to. okay, yeah, I'm here, I'm here. Can you hear me okay? Okay, all right. Okay, so it's solid blue now? all right. Can we, can we go to your, I mean, can we press the pair button at the bottom, ma'am? There's actually a pair button.
14:00
Speaker 1
What else we need to do over there one let's the computer is about 10 feet away from where that is. Is too far. It's a laptop. So what do you want me to do? Okay. So the button, the big button in the middle, press it once. Don't press and hold, just press it and let it go.
15:00
Speaker 2
Oh, okay. Is it a desktop, your computer, or a laptop? Okay. Okay. All right. So now on the, on the Linksys router, kindly press the pair button. The pair button is right below the reset. So just press that button once. Okay, just press it once. And let me know if there are, if there's any changes on the land indicator on top. Yes, ma'am. That's right. Yep. Do not press and hold. Just press, just press it once. [silence]
15:00
Speaker 1
When I pressed it once, the light turned white. And and it's blinking. Yeah. Okay. [silence] [silence] It's still blinking.
16:00
Speaker 2
Is it blinking? Okay, so we'll wait for it to turn solid white.
16:00
Speaker 1
Does this support 2.4? Oh. No, it's just blinking. like blinking slow. Okay. It's turning like a yellow. Like it's doing something. Yellow is good? Okay. Okay, it's white and it's not blinking. Okay. Yeah. Yeah.
17:00
Speaker 2
yes this is actually a tri-band mom so it should broadcast uh 2.4 5 GHz and 6 GHz okay so is it solid white now it's still blinking all right yellow uh I think that's still trying to set up it's solid now solid white
17:00
Speaker 1
The Wi-Fi settings. Let me see. It's got kind of tiny. It's kind of tiny. Yeah, I see Wi-Fi setup. Mhm. Okay. Got the picture. All right, I got the picture.
18:00
Speaker 2
Okay. Okay, that's good. So, um, ma'am, can we take a picture of the Wi-Fi settings at the bottom of that Linksys? Yes, at the bottom. At the bottom, just look For the sticker. You should be able to see there the Wi-Fi settings, the Wi-Fi name, the Wi-Fi password, as well as the recovery key. Yes. Just take a picture of it because we need that to connect you to your laptop.
18:00
Speaker 1
Yeah, I'm my laptop. On my laptop, I have a mark, is that the top? yeah, yeah, set up six, yeah, I see, yeah. Uh-huh. Under the asking me for the password.
19:00
Speaker 2
All right. Now, kindly go to your laptop. And look for the wireless or the Wi-Fi icon at the bottom right hand corner. Okay. Yes, Ma'am. Okay. You're, oh, you have Mac. Sorry. Okay. Okay. Just click on the Wi-Fi icon on top and the see if the you're able to view your available networks. Do you see the name devel OK? Is that the name that shows up underneath the network list? OK. So, just select that network and press connect. Is it connecting? Is there a password? It consists of words and numbers. There's also a ' available' checkbox. Still connecting? Yes,
19:00
Speaker 1
I'm asking if you want me to key it in. Okay, I've typed it in. Okay. No. Oh yeah, yeah, yeah, yeah. It has the blue circle around the, um. Hmm?
20:00
Speaker 2
You may just look at the photo. You can zoom it in so you would be able to see the password. Yes, just type it in all right, and then just hit join and see if you're connected. [silence] Okay, if this have a checkbook. Okay, so it says connected. Now, please check first, ma'am, if you're able to go online.
20:00
Speaker 1
All right. Um, okay. Um, yeah, I went to Apple. Um, try another one. Yeah, I was going to try that one. Dot com. I'm, trying to play something. Let me try this one.
21:00
Speaker 2
So, try to open any website. Okay, you may try another one like CNN.com.
21:00
Speaker 1
Okay, now, come on now. Good afternoon, everyone. Okay, let's try Facebook. Um online.
22:00
Speaker 2
all right so is it working are you online okay
22:00
Speaker 1
Yes ma'am. And the address file? Oh, open up a browser. All right. Mhm. Huh? Okay. Mhm. Okay. Mhm. Yes.
23:00
Speaker 2
So, what we're gonna do next, would you like to personalize your network name? Because right now it says Google setup. Okay. All right, now on the address bar, Ma'am, just type in. Okay, just open up a browser. Yeah, just open up a browser. Yes. Then on the address bar, type in http:// myrouter. Yeah, myrouter. M-Y and then router. R-O-U-T-E-R. my router.local L-O-C-A-L.local.
23:00
Speaker 1
Your connection is not private. OK. Hello. It says proceed to your My router info. OK. All right. OK, then I see something that looks like the router I have here. It says welcome, it's a picture of the router, welcome.
24:00
Speaker 2
All right. Then press enter. All right, just go to advanced. All right, now just hit continue. Do you see there proceed or continue after you click advanced? Yeah. Yes, just proceed. Okay. Do you see pictures of phones? [silence]
24:00
Speaker 1
Enter your router. Hmm, Yes. Okay. right. And then now it brings up, it says personalize your Wi-Fi name and password. Yeah, it has the one that's at the bottom of the link. So it's now asking me to have those in there for, for, [silence]
25:00
Speaker 2
Okay, just just click on it. Just Oh, it's asking for a router password. Okay. Can we type in, um, can we type the Wi-Fi password, Ma'am, underneath the router? All right. So, are we on the Okay, so it's asking for the name and the password.
25:00
Speaker 1
By default, I didn't know what it wanted me to do from here. No, it just went to personalize your Wi-Fi name and password. And then I have a next. It has the thing that's at the bottom of it. And then the next button. Should I leave those in there and press the next button? So, is this? Yes. Okay. Okay, yes. Okay. Just give me a second to formulate those. I need to write it down so I don't forget. I'm right here. [silence] [silence] Go. Sorry, what? Honey, go. [silence] You have to be kidding me.
26:00
Speaker 2
Okay, um, did you get the screen, the Smart Wi-Fi Tools page, or- Okay, let's just change the name. Because right now it says "VALOMP Setup," right? So you may change the name to something else, may put in your name there. Uh, you can also change the password map.
26:00
Speaker 1
Okay, there we go, and, uh, I will give it a name. Changing the name. Okay. Could I have a space in between or it has to be one word? Okay.
27:00
Speaker 2
Yes. Any name will do. You may Yeah, that's fine you may use the space.
27:00
Speaker 1
so I got the name where I want it to be now engine faster Right okay let me just make a note all right now I'm adding the password
28:00
Speaker 2
Yes, and the password you may also create one. [silence] Yes. Just take a note of it, because you need that for your for your devices, wireless devices. [silence]
28:00
Speaker 1
Okay, now I'm going to type the boss word in here. Okay, so I have those secure typed in, hit next. Click on the, okay. Now it says, guest network. Turn that on. Okay. Yes, okay. Now let me do a guest password. It's it's um, I got it. I just want to write this down. [silence]
29:00
Speaker 2
yes . yes you may also create a guest password
29:00
Speaker 1
Right. Um, the guests will have uh just as much um, what do you call it, strength? Uh strength? It'll have the same as much strength? I'm saying, if the guest password is gonna be. I'm sorry, all. If I have who? Oh visitors. Yes. Yes. Yes. Yeah. I don't want to feel that they lose User communication authority or entry
30:00
Speaker 2
I'm sorry. You're saying something? [silence] That's the password for, that's a different network. Okay? So if you have visitors at home, you can ask them to connect to that network. If you have visitors at home, yes, they may connect to that network.
30:00
Speaker 1
okay. I know what it'll be. Okay, I got it. Let me give it. Let me type it. Let me write it down first. [silence] one second [silence] yeah okay so I got it I got something okay yeah
31:00
Speaker 2
Okay, no, [silence] yes, that's the actually the lights on the.
33:00
Speaker 1
Oh yeah, that does be annoying. So nude, nude lights automatically turn off. What is nude light? The bright one? Yes. Oh, you mean I will see no light. So you suggest I leave it on? Leave it on. Okay. huh? By default. It's off. It's night mood. The, the, the thing is off. [silence]
34:00
Speaker 2
Yeah. Just please be very careful with that, Ma'am, because you might be like, you might be confused with the lights because it will automatically turn off once the, Yes. Yes. Ma'am? By default, it is. By default. Is it turned on or is it turned off? [silence] Yeah, it is turned on. I'm not seeing it, so I'm asking. [silence] Because the lights you're saying is the indicator light, not the power light, right? [silence] It's the power light. [silence] Okay, I'm just making sure because the power light is red once it's not connected. [silence] Okay, we'll be checking the connection. [silence]
34:00
Speaker 1
Okay, so go next. All right, Nick, saving changes. So, does this has to remain plugged into the... Okay, so it needs to be plugged in. So it says, my Wi-Fi name I gave it... [silence]
35:00
Speaker 2
Okay, yeah, yeah, just, just leave it off. Yes. Okay. it has to be. That's, that's how it is set up. Ma'am, it needs to be, the link, this needs to be plugged in to your Xfinity box. Yes, that's the main source of your internet.
35:00
Speaker 1
It, is ready. And press the finish button. Finish? Then it says, Enjoy your Wi-Fi. To configure advanced settings, visit my Router Info. What is advanced settings? Oh, Oh, huh. mm. Okay, let me check. Yes, I see.
36:00
Speaker 2
okay, yes. Yes, ma'am. all right. The advanced settings of your Linksys actually, so you may change the settings. You have the option to change it. But uh, yeah, there is really a no, a need for us to change the advanced settings because right now the Linksys is already set up. Okay, so if you go to if you go back to your Wi-Fi on top, are you able to see your new network, the one that you just set up?
36:00
Speaker 1
Both. I see this gas. And I see the lesser. OK. Ready? Join. OK. Let me see if it's a join. OK. It joined. It. And let me see if I can see something. alright let's see.
37:00
Speaker 2
OK. So kindly select, select, select, yes. So we will be connecting to your main network, not to the gas compil, because we are not a gas compil. So just please connect to your main network. Select your main network, and then put in the password. Yes. So once it's connected, try to check if you are online.
37:00
Speaker 1
Okay. Uh huh. it looks like it's working. It's working, it's working. Yeah, my mom. Good back for y'tube. Yep. That's online. Okay. Thank you for your help. Mm-hmm.
38:00
Speaker 2
okay, you offline? okay, okay all right so ma'am, yes the link sys router is now set up. so what you're going to do with the with the other wireless devices is just look for your network, put in the password and you should be good to go. alright No problem, ma'am. Miss Judy, you did a great job. Yeah. Yeah. Yeah. Yes, ma'am, it has to be. It needs to modem. It needs a modem in order for it to work. It needs a support of - Yes. Yeah. You need to have it plugged in. to the modem. That is how it is. Uh, yeah. That's how it works. Okay. All righty, Ma'am Judy. So, I thank you so much for your time, ma'am, and I do hope you're happy with our service. Yes. My name is Epi. It's Epi, E-P-P-I-E-S, ma'am. Thank you again for your time. This is Epi from - Yeah. This is Epi from Linksys. Thank you for calling. Have a great night. You take care, ma'am. [silence]
38:00