V2 Rubric Detail — 99473f30-5f58-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 14:29
Duration
19m 24s
Contact
Jesse Arkfeld
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132024
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall24.4% (-3.6)

V2 Grader Summary

The agent failed to resolve the issue, provided a materially incorrect technical statement about the LED status, and did not use available tools like the local web interface via iPhone. Despite repeated failures, no escalation was initiated, and the customer was left without clear next steps or empathy. The interaction ended unresolved with avoidable customer effort.

V1 Case Analysis

Customer unable to get internet on MX6200 after setup; agent provided incorrect pairing instructions and failed to verify WAN. Promised callback without resolution.

Troubleshooting Steps
  • Asked about LED status and model confirmation.
  • Incorrectly instructed customer to press a non-existent pair button on MX6200.
  • Guided customer through 5-press reset on router.
  • Had customer power-cycle router and forget/reconnect Wi-Fi on iPhone.
  • Suggested rebooting iPhone.
Key Observations
  • Agent incorrectly claimed MX6200 has a pair button (it does not; only 5-press pairing is supported).
  • Solid blue on MX6200 in setup mode means ready for setup, not internet-connected — agent misinterpreted this critical signal.
  • No verification of modem internet or upstream connectivity was attempted, despite customer having no computer to test directly.
  • Warranty status and case creation were completely omitted.
  • Call ended with vague promise to call back, no concrete timeline or next steps.
Positive Highlights
  • Collected customer name, email, phone number, serial number, and ISP accurately.
  • Attempted multiple reset methods in response to customer feedback.
  • Recognized lack of computer and attempted alternative setup path (though flawed).
Agent Errors / Gaps
  • Misidentified device capabilities: claimed MX6200 has a pair button (07:00, 08:00).
  • Incorrect LED interpretation: stated solid blue means internet connected (05:00), when on MX6200 in setup mode it means ready for setup.
  • Contradictory guidance: told customer blinking white means trying to connect (11:00), but KB states blinking white indicates boot-up, firmware update, or pairing in progress — not normal connection behavior.
  • Failed to confirm upstream internet from modem before troubleshooting router.
  • Did not capture or confirm warranty status.
  • No case/ticket number created.
  • Proceeded with troubleshooting without confirming customer could access web UI or app.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still reports 'no internet connection' after all steps; issue was not resolved and no valid escalation path was completed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed pair button press, 5-press sequence, reboots of router and phone, but skipped critical diagnostics like checking WAN IP or accessing local web interface.
R3 Partially Met Correct resolution path conf 91%
Agent continued troubleshooting appropriately for a new device, but failed to escalate after repeated failures despite clear signs of possible hardware or firmware issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (solid blue, no internet) and asked about ISP and modem model, but did not logically progress to WAN diagnostics or root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never attempted to access http://myrouter.local or http://192.168.1.1 via the customer's iPhone browser — a feasible tool that could have revealed WAN status, despite the lack of a computer.
T3 Not Met No misinformation conf 97%
Agent stated 'Solid blue ... indicates that it's already connected to the internet,' but per KB, solid blue on MX6200 in setup mode means ready for setup — not confirmed internet connectivity.
Communication
C1 Not Met Clear & professional language conf 92%
No initial framing of process or timeline; agent used long silences, gave ambiguous callback promise without schedule, and lost control of call flow.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms but failed to adapt to customer’s single-device limitation by not guiding them to use iPhone browser for local router access.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on the call and attempted resolution, but did not take ownership of follow-up — left customer waiting for unspecified callback.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to call back but provided no specific timeframe or confirmation of next steps, leaving customer in limbo.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
After multiple failed setup attempts and persistent no-internet condition, agent did not escalate — a clear trigger per escalation guide.
E2 Not Met Escalation prep & handoff conf 91%
No escalation occurred, so execution details are missing; customer was not informed of any escalation path or engineering support option.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration or repeated setup attempts; no empathy expressed despite clear signs of customer fatigue.
X2 Not Met Tone & rapport conf 90%
Agent maintained rigid procedural tone without adjusting to customer’s emotional state or device constraints, leading to repeated manual steps.
X3 Not Met Overall experience conf 91%
Customer was asked to repeat reboots and button presses multiple times; agent did not reduce effort by leveraging phone browser or remote diagnostics.
Call Transcript34 turns · 36 lines
Speaker 1
All right, I got a new uh Linksys MX six 200. I'm having a hard time setting it up. [silence] No, I've been uh frequent the last few days.
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 1 now. 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. Thank you for calling Linksys. My name is Dennis. How may I help you today? Mx 200. Okay, thank you. Is this your first time calling?
00:00
Speaker 1
good morning Jesse arkfeld J E S S E arkfeld A R K arkfeld A R K F E L D Van Arkfeld no F as in Frank E L D as in dog correct yeah
01:00
Speaker 2
Oh, let me try to retrieve your record. I may have your first and your last name, please. [silence] I'm sorry? Jesse and then? [silence] Okay, um, A-R-K-H-E-L-D. [silence] Oh, okay. A-R-K-S for frank ELD for dog, right? [silence] Okay, thank you. May I have your phone number with the area code, please?
01:00
Speaker 1
It's jesse. arkfeld at gmail.com. Correct.
02:00
Speaker 2
How about your email address, please? Your first name and your last name at gmail.com, right? Alright, thank you. And where are you located,
02:00
Speaker 1
Correct. You got one, second. Serial number five, A, W, one, zero, M two three E, zero zero five nine two. Correct. Fast wire? [silence]
03:00
Speaker 2
States. States, right? Okay. And may I know the serial number of your MX2000? Okay, take your time. Let me repeat that. Say this is five eight W one zero M two three E zero zero five nine two. Is that right? Okay. While system here is looking up the serial number, may I know who your internet service provider is? I'm sorry?
03:00
Speaker 1
fast wire W Y R E R E W Y R E fast not slow but fast fast wire yep wire with Y Amazon correct correct [silence]
04:00
Speaker 2
Best way? Last gold, right? Okay, thank you. Oh, okay. Okay. And where did you purchase your router? Amazon. Thank you. Hey, you were telling me earlier that you purchased it brand new and you are trying to set it up, or gets wrong. What is the color of the light that you can see on top of it?
04:00
Speaker 1
solid blue. Yup. I've done this the last third time now. I'll type in the pass. Oh, it's already got the password, so I'm connecting. No internet connection, it says. So, I got the blue check marks. I got the blue check marks. I'm connected to the Developer setup one EC, but it says no internet connection. The light on the Modem is solid. The light on the router [silence]
05:00
Speaker 2
Solid blue, solid blue then indicates that it's already connected to the internet. Have you tried, have you checked if you can connect to the default Wi-Fi printed underneath this router, using your wireless device? Okay. Oh, I see. Have you already rebooted this? Go ahead. .
05:00
Speaker 1
[silence] The modem is BR 3030 Comtrend. Oh, I'm sorry. MX 6200. Correct. [silence] I don't I don't have a computer.
06:00
Speaker 2
Okay, can you double check that model number? You said it's MX 2000, right? How about the model number of your router? Can you double check? Is it MX 2000 or a different one? Oh, 6200. Now for this model, if the light is solid blue, it means that it is in setup mode. So it is ready for setup. Um is this router plugged in to the modem? Okay. Before we try to set it up, um have you bypassed this router and connected a computer straight to the modem to check if your modem can provide internet access?
06:00
Speaker 1
Would the pair button be the middle one there, underneath the reset button? Okay. Okay. You said hold it? How do I, how long do I hold it? Okay. Okay, I pushed it.
07:00
Speaker 2
Oh, I see. If that is the case, we can try to set it up the fastest possible that we can do. since we cannot determine if your modem can provide internet access using a computer since you don't have one. So we can try to set it up. And to do that, can you press the pair button on this router for a second. The pair button is the bigger button. Uh there are two buttons underneath your router. And uh the bigger one is the pair button. Just a second, one second only.
07:00
Speaker 1
[silence] Nope. Solid blue. Yes. Okay.
08:00
Speaker 2
Okay. Okay, after that, please wait the two minutes to see the final status of the light. When you push the pair button, did you see any change on the light? Okay, but may I ask is your modem connected to the Internet port of this router? Okay. Can we try to do it one more time? Can we press again the pair button for one second? [silence] okay, this time wait for three minutes and tell me if there is any change on the light. Okay. [silence] How's it going? Oh, I see. If that's the case, uh we need to try a different method in setting it up since uh that method did not work. Um, by this time, please press the reset button, the the smaller button at the bottom.
08:00
Speaker 1
okay okay okay okay five times okay I got red white red white blinking white okay solid white here we go no no no no no no no I'm cheering it on we're not we're blinking I was saying I was rooting for the solid white but no we're not there yet it's blinking
11:00
Speaker 2
Ooh. Please press it five times within five seconds. Okay? Or you can press it every one second. Until you have done it five times. Okay? Ooh. Blinking white means that it's trying to connect to the internet. So, we would wait upto, um three to five, uh. From three to five minutes, we'd wait for that to see if the light would stay in a, solid white. Okay? Okay! That's great. So, it means that uh. Ooh, okay. Okay.
11:00
Speaker 1
We got, good, three minutes yet. Okay. Okay, we got solid white. [silence]
12:00
Speaker 2
Yeah, let's wait. Okay, tell me if it does, okay. [silence]
12:00
Speaker 1
OK, I'm looking at the Wi-Fi connection it says I got the blue check mark, but it says no internet connection. Develop setup one easy. Oh. My iPhone. Yep. Yep.
13:00
Speaker 2
That's great. It means that it connected to the internet and congratulations for that. But let us try to test if you can go online with your wireless device. Try to collect any wireless device and use the default Wi-Fi name printed underneath your router. What device are you trying to connect? I don't know, what I mean is what device are you using to connect? Is that a smartphone, a laptop, your iPhone? Okay. Do you have an option to forget the network on your iPhone? Okay, please forget the network and reconnect to the same Wi-Fi network [silence]
13:00
Speaker 1
Okay, I'll get the password here, okay? Yeah. Hmm. It still says no internet connection. I don't.
14:00
Speaker 2
Okay? [silence] Go ahead. [silence] Go ahead. [silence] There's still no unit connection. And do you have a different device that we can try using to see if there is any difference? You only have an iPhone?
14:00
Speaker 1
correct. the router unplug it. okay. okay, I plugged it back in. [silence]
15:00
Speaker 2
Can you try to reboot your router? Yes. Unplug it from the power source and wait 10 seconds before you plug it back in, okay? Okay?
15:00
Speaker 1
Okay, I got solid white. Okay, I'm gonna connect to the beloe setup, I'm gonna type in the password here, oh, it already has it okay. Blue check mark, no internet connection.
17:00
Speaker 2
Okay, can you try it again? Make sure to forget the network first and reconnect. Okay, no unit connection still? Can we try to also refresh the your device, your iPhone? Can you try to reboot it as well or refresh it? Just turn it off and then wait for 10 seconds as well and before you turn it back on?
17:00
Speaker 1
Okay, we're talking on it now. Are we going to, you know, call me back or? That's correct. Correct. Power the phone down like, what, 30 seconds or?
18:00
Speaker 2
Yes. Oh, I see you're talking on it. So earlier you mentioned you don't have any other device aside from your iPhone, right? Yeah, if you get disconnected I can contact you. Just give me time to do that, okay? And let me verify again your phone number. Um you said your phone number is 4 0 2 6 5 7 0 9 2 3. [silence] Okay. All right. Um, I'll be contacting you again uh as soon as possible. [silence] Yes, for 10 seconds. [silence] 10 seconds or 20 seconds. You can leave it off for 20 seconds. [silence] And then [silence]
18:00
Speaker 1
Okay, I'm going to turn it off, then I'll turn it back on and then I'll try to connect again and I'll wait for your phone call. Okay, thank you. I'll see you in a bit. Bye-bye.
19:00
Speaker 2
then turn it back on, and then try to reconnect it to the network, and while I'll be preparing my system for me to contact you. Okay? Yes, you're correct.
19:00