V2 Rubric Detail — 971d5ae0-6693-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:19
Duration
39m 18s
Contact
Karen Morales
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Fraud – agent collected payment for a paid-support service that is not offered by Linksys policy and is a violation of company guidelines.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership2.00/5
Escalation1.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue, pursued an unauthorized paid-support transaction, and escalated without completing basic diagnostics. Despite scheduling a callback, the interaction violated policy, lacked technical accuracy, and showed no empathy. The problem remained unresolved at termination.

V1 Case Analysis

Customer unable to get Wi-Fi tile node (serial 20J20M39902367) to join mesh; node shows solid red. Multiple resets performed, 5-press pairing attempted, admin page access via 192.168.1.1 and myrouter.local failed. New admin password created using recovery key. Child node remained solid red. Payment collected verbally (PCI violation). Callback scheduled for Monday 9 AM with Level-2.

Troubleshooting Steps
  • Performed hard reset on parent and child nodes (reset button hold).
  • Instructed 5-press reset on parent router (pairing mode).
  • Guided customer to access router admin page via 192.168.1.1 and myrouter.local.
  • Attempted to create new admin password using recovery key.
  • Navigated to connectivity settings and tried to add child node wirelessly and via Ethernet.
Key Observations
  • Agent collected full credit-card details verbally, violating PCI compliance (08:00).
  • Model number was never obtained, leading to potentially incorrect pairing instructions.
  • Multiple confusing and contradictory instructions (e.g., 5-press vs hold-reset) caused inefficiency.
  • Call ended with a callback rather than a resolved issue, resulting in a failure outcome.
  • Agent placed customer on hold for ~6 minutes (30:00–36:00) without clear explanation or progress update.
Positive Highlights
  • Agent acknowledged the customer's frustration and offered to expedite assistance (37:00).
  • Agent attempted both wireless and wired backhaul troubleshooting (26:00–28:00).
  • Agent scheduled a follow-up callback with a specific time (38:00).
  • Agent correctly identified the need to use the recovery key to reset the admin password (19:00).
  • Agent attempted to use the Linksys app as an alternative troubleshooting path (36:00).
Agent Errors / Gaps
  • PCI violation: asked for card number, security code, and zip code over the phone (08:00).
  • Failed to obtain or confirm product model before giving model-specific guidance (02:00).
  • Provided unclear, partially incorrect troubleshooting steps (e.g., inconsistent reset timing and purpose) (09:00–11:00).
  • Did not verify admin password or recovery key before proceeding (18:00–19:00).
  • Did not document case details or create a proper HappyFox ticket.
  • Left customer on hold for ~6 minutes without status update or justification (30:00–36:00).
  • Failed to recognize that 'add wired child node' should not result in solid red light; misinterpreted device list (29:00).
  • Incorrectly assumed the node was a child node without confirming topology (26:00–28:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolves the solid red node issue; call ends with escalation scheduled and problem unresolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent attempts resets, access to web UI, and 5-press method, but omits key diagnostics like firmware check, ISP verification, or Ethernet test.
R3 Not Met Correct resolution path conf 97%
Agent proceeds with a paid-support transaction that contradicts Linksys policy; no such service exists, making this a critical policy violation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identifies solid red LED as symptom but fails to ask for model number, ISP type, or connection method, leading to misdiagnosis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., remote session, speed test, firmware check); relies solely on customer verbal description.
T3 Not Met No misinformation conf 94%
Agent instructs use of default password 'admin' which is not valid on modern Linksys models; also incorrectly suggests 5-press for pairing without confirming model compatibility.
Communication
C1 Not Met Clear & professional language conf 96%
Agent jumps into payment collection without framing the call, places customer on hold without explanation, and loses control of troubleshooting flow.
C2 Not Met Confirmed understanding conf 93%
Agent uses inconsistent terminology (e.g., 'CA', 'CIA setup'), fails to confirm understanding, and gives confusing instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandons troubleshooting early, moves to payment and escalation without resolving or fully diagnosing the issue.
O2 Met Proactive follow-through conf 95%
Agent schedules a callback for 9 a.m. Eastern and records it in the system, meeting follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Escalation decision was based on an invalid paid-support model, not a legitimate technical trigger or customer request.
E2 Partially Met Escalation prep & handoff conf 89%
Agent informs customer of Level 2 callback and sets time, but fails to explain reason, expected outcome, or provide case details.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent shows no empathy for customer’s frustration or time constraints; tone remains transactional and procedural.
X2 Not Met Tone & rapport conf 93%
Agent does not adapt to customer’s confusion, repeats unclear steps, and fails to check comprehension during complex instructions.
X3 Not Met Overall experience conf 94%
Customer repeats information multiple times; asked to perform manual steps (e.g., typing URLs, resetting) that could have been streamlined.
Call Transcript63 turns · 66 lines
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.redirecting.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.[silence] Sure.
00:00
Speaker 1
Hi. I'm calling because I have a Wi-Fi tile node extender and I am unable to connect it. I want to pay for someone to help me connect it, because it's out of work. So it was working fine up until I had to, I changed internet providers. So probably in the last month, I haven't been able to connect it. I've tried several YouTube [silence]
01:00
Speaker 2
can also connect with other users for tips and guidance at reddit.com slash R slash Linksys. Hello, thanks for calling Next Year's Technical Support. This is Charm. How can I assist you with today? I see a reason. Let me assist you. assist with this concern. So how long you've been observed that this shall now disconnected to the network map?
01:00
Speaker 1
Videos. I've tried resetting and I just don't know if it's broken or is this not working. So the Serial number is 20J20M39902367. It's good. I have two. I have the one that's working and the and this one's not working.
02:00
Speaker 2
I see. All right. Let me see. Let me assess your concern. Can you provide the model number, RAM, and serial number of your Linux router? Got it. And how many Alinx routers have you? That that's the model up here. All right. So one is working already and the other one is not. Okay, one moment here.
02:00
Speaker 1
it's working is a green, like a, well, every time it's unplugged right now, but every time I plugged it in is always a red, a still red. Yes. It is very close. Yes. [silence]
03:00
Speaker 2
And what's the light status of the one that is not working ma'am? Is it solid red? How about the other one? Solid red. How about. All right. Can we plug it in ma'am closer to the main node, like about three to six feet away? All right. Can we plug it in so that we will know what's the light status?
03:00
Speaker 1
Yeah. So I've tried several things. I've tried the, like, 30 seconds. I'm plugging it, holding it again, plugging it back in for 30 seconds. I've tried a lot of things, and it's still, I even tried connecting the,
04:00
Speaker 2
Great. Thank you. And did you mention earlier that you've already pressed the reset button of the STRAL node, Dan?
04:00
Speaker 1
the. No, the light goes off. Like right now, it's still off because I just turned it on. So it's taking a little bit. It's, and then it goes to solid red. So right now it's not in, right now it's a, is, Yes, please. But I just have, is it going to be enough time? Because I just have till four o'clock because I have a four o'clock.
05:00
Speaker 2
mmhmm, when you press the reset button, did the light went off or it stayed sold red?
05:00
Speaker 1
I don't know. Okay, I guess. Yeah. Karen Morales, email is Lissette L-I-S-E-T-T-E 71579@gmil.
06:00
Speaker 2
Okay. Um, we will determine that one, ma'am because this uh paid service is up to [REDACTED_PAYMENT_DIGITS] minutes and if we are unable to resolve your issue or determine your product is defective, no refund or replacement will be issued. And the paid service is for troubleshooting only and does not include follow up sessions. Do you agree? Alright, so since you agree to this one ma'am, let me process the payment here. And for me to process, kindly provide your first and last name and also your email address for me to create a quick record for you. Got it. Thank you so much. One moment here. All right. Let me process the payment here and let's proceed at the PayPal connect. And just to confirm, are you calling from the United States? All right. Got it. And I will stop the recording here in my end so that we could not capture any information with regards to your card details. Okay. So, yep. Let's proceed with the payment here. Can we provide the first and last name showing on the card that you'll be using? Got it. And how about, can you provide the card number also? Got it, then how about this question? The security code, got it, how about the zip code now? Got it, all right, let me process the payment here, And then also, I was also send you the receipt of this transaction.
06:00
Speaker 1
Okay. Yes. Like, a hot pink run.
09:00
Speaker 2
So that you have a reference with regards to this payment that you made. [silence] All right, I sent you the receipt. And let's proceed with the payment back here. [silence] So the lights status now of your D router is still solid red, correct? [silence] OK. Um, is it is it red or a pinkish red? [silence] All right, so the next thing you need to do ma'am is kindly press the reset button on the main node, the one that is connected to your modem. Press it five times, like press, release, press, release for five times. [silence]
09:00
Speaker 1
On the main nodes, the parent nodes, right. Power times. two, three, four, five. Okay, now it's yellow, the parent node, it's a green or teal. It's still red.
10:00
Speaker 2
times five times, not too fast, not too slow. Yes. Yes. Apparently. Yes. Five times. I see. All right. How about the child known? All right. So right.
10:00
Speaker 1
Yes. On the child node, right? Press reset, hold, and then let go when? What color shows? Blue light, okay. I've never seen a blue light on this. [silence]
11:00
Speaker 2
all right so it's still solid red okay we will do a hard reset on this child mode again kindly press and hold the reset button ma'am until the light went off and release once the blue light is showing yes on the child mode yes until press and hold until the light went off and release once the blue light is showing in [silence] child mode eventually [silence] eventually press and hold until the light went off and release [silence] once the blue light is showing
11:00
Speaker 1
[silence] Oh, I think that was. Okay, I just released because it was like a blue. But it's very faded. Like a very faded blue. Okay. Okay.
12:00
Speaker 2
Make sure that the light went off before you release. All right, so let's no reason because yeah, it will have a faded blue and let's wait for about two to three minutes. And let's start starting up.
12:00
Speaker 1
Um, M. Um, okay, it is still red. Okay.
13:00
Speaker 2
all right, so, it's solid, red. okay. can we do it again? the firewall, Sem. on the main node? or on the parent node? press it five times. [silence] oh, it's not on. can you, uh, again? uh, all right. uh, so, just browse. keep. [silence] all right. it's done
13:00
Speaker 1
1 2 3 4 5 Okay Blinking yellow. Okay, now it's teal. It's a solid teal. Yes. [silence]
14:00
Speaker 2
all right. [silence] And the light status of the main node is now blinking. Got it. [silence] [silence] Right. How about the child one, mom? Is it so solid red? [silence]
14:00
Speaker 1
[silence] Yes. [silence] Yes. [silence] through the node, right? The parent node. [silence] Yes, it's already connected. [silence] [silence] [silence] [silence]
15:00
Speaker 2
Do you have an iPad or a laptop that we can use to access the router settings? [silence] Alright. Alright. So yes ma'am, we access your laptop then and connect it to the Wi-Fi. to the link vision Wi-Fi? Yes on the parent node. Alright, kindly open a browser. Alright. And on the browser ma'am kindly type in 192.168.
15:00
Speaker 1
Okay, and I hit enter. You said 192.168 dot one dot one? Yeah, it says unable to connect. Yes.
16:00
Speaker 2
- That one, that one. - [silence] Yes, please. - [silence] - Yes, that is correct. - All right. And it's connected to your links as Wi-Fi, right? Your laptop? Or how about just type in on the address bar HTTP:// [silence] [silence] [silence] [silence] [silence] [silence] Okay.
16:00
Speaker 1
Okay, this connection is not private show details.
17:00
Speaker 2
myrouter.local Enter yes continue kindly click to continue going to smartwifi are you using a Chrome or a Safari all right so you're using Safari kindly click show details And visit the website
17:00
Speaker 1
Visit this website, visit the website, okay. Okay, router password? Admin, A D M I N XIMIM. Sign in. Password. It says, access B L P and it says router password again. Yeah, I did sign in, but. It goes, it says the web browser cannot display the page.
18:00
Speaker 2
All right. But can you see now the page? All right. Can we type in admin all lowercase? Yes. Yes, please. All right. What does it say? Yeah, on the router password, did you input admin? Yeah. [silence]
18:00
Speaker 1
rating, let me see if it works again. yeah, it goes back to the same page. um, reset password. resume recovery T. main, nope. yep. for 3218. for 3218. admit.
19:00
Speaker 2
all right, go back to the same page, is there an option for your M-M to reset the password? just click that one, yes, find the recovery key M on the main node, you can find it on the sticker printed under the router.
19:00
Speaker 1
Oh. Create a new admin password and hint. What do I put. Like any of my password. Working. Okay. reset. Okay. I'm in the main page. yes. Wi-Fi settings
20:00
Speaker 2
Yes. Yes. Can I create a router password or an admin password? You need to... You need to... I mean, you need to create a password then for you to like into your router settings. You need to create a new one. You are on the dashboard already. All right. So kind of go to the Wi-Fi settings. What I mean? One moment here. Connectivity rather. [silence]
20:00
Speaker 1
Connectivity, okay. No, you wanted me to click on connectivity, right? Okay, yeah, no, it says basic internet settings local network advanced routing administration on from from which screen the connectivity screen. Oh,
21:00
Speaker 2
Alright. Can you see the um, CA router setup or a new.evelop setup. Yes, ma'am. Alright, I'll leave that page.m. Can you scroll down, ma'am and find the CA word on the bottom part of the screen. It's a small word or small font uh on the bottom. Um, no ma'am. Uh the blue screen. There is end user license agreement, uh the privacy statement on the uh very bottom part of it.
21:00
Speaker 1
[silence]
22:00
Speaker 2
Can you see the CA? Find the CA, click the CA please. All right, and go back to connectivity, yes, can you click that one? OK, can you see their add wireless child node, Yes, can you click that one? Yes, click wireless child node, then apply.
22:00
Speaker 1
okay do I put done adding child nodes because it came up done adding child nodes the button no okay on the parents oh the child node is still read yes yesunlimited points
23:00
Speaker 2
And let's wait. Okay, just give it one moment. Uh, no, no, I'm not yet. Can you tell me what's the light that's not yet, ma'am. Can you tell me what's the light status of the child note? Is it so? Yes. It's so solid red. [silence] All right, one moment. Uh, yes, it is so solid red, I'm not. All right, give me just one moment. Uh, uh, and I can see. [silence] What the boot light is partially on.
23:00
Speaker 1
So they're right next to each other.
24:00
Speaker 2
The child node and the main node are. How how far is it from the main node again? Yeah. All right, right next to each other.
24:00
Speaker 1
It's connected to an extension. Which, the extension is connected to the AT&T router. Yeah, it's plugged into the an extension cord and the extension cord is also plugged in. The AT&T router is plugged into that same extension cord.
25:00
Speaker 2
And this child non, is it connected directly to the power source or to the main outlet or is it connected to the power strip? Power strip, [silence] And extension, okay. [silence] All right, so the child node is connected to the extension. [silence] Okay.
25:00
Speaker 1
Yes. I, I don't know if I have one, like I had one that looks like it. It almost looked like the old phone line cables. So I tried that to connect it to the parent node, um, and I I don't know if it worked. So I don't know how to test it, but other than this one, I don't have any other ones.
26:00
Speaker 2
And the light status is still solid red. Do you have a ethernet cable, ma'am, an extra ethernet cable that we can use? [silence] Yeah, Kylie, we will try to use that one. Kylie, connect it to the main.
26:00
Speaker 1
okay okay [silence] they're connected mm-hmm [silence] yes uh-huh okay and then hit apply [silence]
27:00
Speaker 2
uh of as they're now connected to each other. I need to go back to the cIA setup man router setup. Right. Can you click the add wired child nodes? Yes, please. Uh fine sir. uh I w I All right, what is the light status, ma'am, of the child node? Is it still solid red?
27:00
Speaker 1
Yes, it's still a solid ring. device list. Okay. So we have the, it says router online, and then my laptop, my iPhone, um, my computer. And I don't know what this is. Live.
29:00
Speaker 2
take one moment here. can you go back to the wireless or I mean to the device list? yes. and can you tell me how many devices are connected and how many routers are connected? huh? how's the internet? huh?
29:00
Speaker 1
Max two and then, none. I don't know how much dollars. which one? Yes. Yeah. [silence] Yeah.
30:00
Speaker 2
So only one router is connected. [silence] I see. All right, got it. One moment here. Um is it okay, ma'am, if I put this on hold for about three to five minutes? I just need to pull up some resources here. Would that be okay? [silence] Thank you so much. Just stay on the line. I'll be right back.
30:00
Speaker 1
Yes. Yes. Yes. Yes. on my phone. [silence] [silence] Okay. Yes. [silence] um, yeah. Yeah. add a node.
36:00
Speaker 2
Hello, ma'am. Thank you so much for patiently waiting on the line. So, the light's still solid red. I assume that is that correct? [silence] If I may ask, ma'am, do you have a linksys app? All right. Kindly access your linksys app, please. [silence] All right. Are you on the dashboard already? Right. Kindly click the three lines at the upper left corner of the screen. And then go to setup a new product.
36:00
Speaker 1
Plug the additional nodes in the power near router next. So d do I keep clicking? It says node light is solid. Okay. Keep your phone in the set up area. It says it didn't find any nodes.
37:00
Speaker 2
Yes, please. [silence] Yes. Yes. Oh, I see, right? [silence] Just one moment. [silence] All right. So since Ma'am, you paid for this service and I want to help you to the best of my abilities. I will expedite this. [silence]
37:00
Speaker 1
I don't, I won't be able to answer because I have meetings and I'm not going to be like available in the next three hours. Can they give me like a call back on Monday? Monday? It can be in the morning like 9:00 a.m. Yes.
38:00
Speaker 2
concerned to our level two team and expect a call back from them within three two to three hours. Would that be okay? we're going to Can you tell me what's your preferred call back time? 9 a.m.. Eastern time. Got it. [silence] So I will set a record. I mean an appointment here, 9 a.m. Eastern time.
38:00
Speaker 1
Okay. Thank you. You too. Bye-bye.
39:00
Speaker 2
so expect a email from them or a call-back from them within that day and time, all right? our. All right, thank you so much also, ma'am, for calling then says and have a good one. Bye for now.
39:00