V2 Rubric Detail — 9abcfed0-7b06-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:52
Duration
46m 51s
Contact
Pat Billett
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00066474
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_PN solid red after changing wifi password on the LSWF app

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.14/5
Overall89.5% (+9.5)

V2 Grader Summary

The agent successfully resolved the router outage by power‑cycling the modem and MBE 7000, verifying LED status, and guiding the customer through a Wi‑Fi password change. Troubleshooting was thorough and technically accurate, ownership was maintained, and clear next steps were set, though empathy was lacking and call framing could have been stronger.

V1 Case Analysis

Customer changed Wi-Fi/admin password on MBE7000, router went offline with solid red LED. Performed power cycle of ISP modem and router, waited for LED stabilization, changed Wi-Fi password via Linksys app. Router rebooted, LED turned solid white, and connectivity was restored. Customer confirmed resolution.

Troubleshooting Steps
  • Confirmed product model (MBE7000) and ISP modem model (CM8200A)
  • Instructed full power cycle: unplugged both modem and router, wait 3 minutes
  • Guided customer to power on modem first, wait for solid green globe LED
  • Powered on router, monitored LED progression (red → blinking blue → solid white)
  • Directed customer to connect to router Wi-Fi and open Linksys app
  • Guided Wi-Fi password change (main and guest networks) via app interface
  • Confirmed router reboot and stable solid white LED
  • Verified customer device connectivity
Key Observations
  • Agent correctly diagnosed and resolved the issue through proper power cycling and app-based password reset, aligning with standard recovery procedures for Linksys mesh systems.
  • Did not collect serial number or verify warranty status, a protocol gap for a hardware troubleshooting call.
  • Excessive hold time due to multiple long timers (3 min, 6 min) set by the agent instead of guiding the customer to perform waits independently, reducing efficiency.
  • Minimal empathy shown; did not acknowledge the customer's security concerns about being 'hacked' beyond initial acknowledgment.
  • Customer confirmed resolution clearly at [45:00], indicating a fully successful technical outcome.
Positive Highlights
  • Accurately identified the correct recovery procedure: full power cycle of modem and router in proper sequence ([10:00]–[28:00]).
  • Correctly interpreted LED states (solid red, blinking blue, solid white) as indicators of device status and recovery progress ([02:00], [30:00], [31:00]).
  • Successfully guided the customer to use the Linksys app to change Wi-Fi settings, which is the appropriate method for MBE7000 ([33:00]–[44:00]).
  • Confirmed resolution by verifying that the router rebooted and the customer could reconnect devices ([44:00]–[45:00]).
  • Maintained call control and structured the troubleshooting process logically despite long wait times.
Agent Errors / Gaps
  • Did not collect device serial number, missing a key protocol requirement for hardware support.
  • Failed to verify warranty status, which is relevant for escalation or RMA eligibility.
  • Used inefficient hold practices by setting long timers instead of instructing the customer to call back after waiting, leading to prolonged call duration.
  • Provided minimal empathy; did not validate or address the customer's stated concern about a potential security breach.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirmed reconnection to main Wi-Fi and agent verified guest network access; concluded with 'everything is back online now' and customer expressed satisfaction.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically assessed LED states (red, blinking blue, white), directed full power cycle of modem and router, used timers, and verified internet restoration before proceeding to password change.
R3 Met Correct resolution path conf 92%
Agent chose a best‑effort troubleshooting path (power‑cycle, LED check, password change) rather than an unnecessary escalation or warranty dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Identified symptom (solid red LED after password change), asked about ISP equipment, confirmed modem status, and inferred failed reboot as root cause.
T2 Met Appropriate tools / resources used conf 91%
No advanced tools (e.g., remote session, logs) were necessary; agent used observation of LED states and procedural steps consistent with KB guidance for this issue.
T3 Met No misinformation conf 95%
Agent's instructions to power cycle the modem and router, wait for the modem to stabilize (solid green), and then verify the router's LED (solid white) are technically sound. The challenge assessment's claim that changing the Wi-Fi password is an incorrect fix for a red LED is a misunderstanding of the context: the customer explicitly stated the outage occurred *during* a password change attempt ('it said it was gonna reboot it and it never rebooted'). Resolving the connectivity first via power cycle, then verifying/updating the password to ensure the customer can actually connect, is a logical and accurate sequence.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving with timers and questions, but the call contained long silences and no explicit framing of expectations at the start.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated questions to confirm status, and avoided jargon; the customer appeared to understand each step.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, performed the troubleshooting themselves, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 94%
Agent set clear timers (e.g., 'six minutes'), told the customer when to power the modem back on, and instructed how to verify the Wi‑Fi password change.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 88%
Agent never expressed empathy for the customer's security concern ('hacked') or frustration; the dialogue was purely procedural.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a polite tone and responded to the customer's status updates, but did not explicitly adjust style or check emotional state beyond the procedural prompts.
X3 Met Overall experience conf 92%
Agent avoided unnecessary repetition, used timers to keep the customer waiting, and performed actions on the customer's behalf rather than making them repeat information.
Call Transcript68 turns · 74 lines
Speaker 1
speaker error: Yes. Hi. I called earlier and I changed my admin password to my Linksys account. I had a, I had a concern that I may have been hacked and because someone started talking over my ring camera. So I changed that okay. Then I was going to change my password to my Wi-Fi, the, the admin Wi, [silence]
00:00
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. Thanks [silence] for calling Linksys. This is L, how can I help? Mhm.
00:00
Speaker 1
uh, I'm. Um, oh, a good 15, 20 minutes. Uh, Armstrong. Okay. Yes, Pat Billet.
01:00
Speaker 2
It went offline, sir, on the linksies app. How long has it been solid red, sir? Fifteen to 20 minutes. OK, and who's your internet service provider? OK, let me pull up a record here sir for a while. OK, can you confirm sir the first name and last name and then the email?
01:00
Speaker 1
And then my email is, Pat Billet five zero, or I'm sorry, pat billet 100 gmail.com. that's correct. I have a total of three online. I think one is, I it is rat, okay.
02:00
Speaker 2
Thank you, sir. And you have, sir, the MBE 7000, right? Okay. So, how many nodes do you have, sir, for the MBE? Okay. So, uh, yeah, sir, sorry. Um, so, the parent node, sir, what's the LED light color? Red, okay. Can you um can you unplug the one, sir? Wait for at least maybe two minutes, and then plug it back in after two minutes.
02:00
Speaker 1
correct, yeah, when I went to change my password it said it was gonna reboot it and it never rebooted, I did unplug it once and I still got red, uh, but this time it's blinking blue, so maybe that's good, um, a good sign, it, I don't think it did, it stayed red the whole time
03:00
Speaker 2
You did not remove any cables right? It just restarted earlier. So earlier it did not blink blue. Okay, so I'll just set a timer sir on that one. Let's see if that one will go back to solid white [silence]
03:00
Speaker 1
Okay. Oh, it's uh, it's now red. Oh, okay.
04:00
Speaker 2
[KEEP_UNCERTAIN] and then we will log in back to the lync's app. Okay, let's give it like if another few more minutes there. I'm going to set the timer for at least six minutes. [silence] Is it still solid red, sir? Okay. So we still have sir four minutes and 35 seconds left. [silence]
04:00
Speaker 1
I believe only one the master the others are not.
08:00
Speaker 2
You only have zero one M.B.E. 7000 or three M.B.E. 7000. Oh, okay.
08:00
Speaker 1
Oh, OK. Uh, yes. Uh-huh. Yeah, this, yeah, this started when I. Try to change my password. My Wi-Fi password. Um. Let me see. Yeah, I still can see, uh. I still can see my, uh, the locking, yeah, my, uh, the name on my phone, it just says, no internet connection.
09:00
Speaker 2
so we have sir one minute and 40 seconds left. are you using sir airplane modem from your internet service provider okay. but you can see the cell the wifi name for your MBE for your links. [silence]
09:00
Speaker 1
And now the other one, my gas. [ silence] I also have a gas one too. [ silence] Uh, yes. Uh-huh. Okay. Give me one minute. [ silence]
10:00
Speaker 2
So, is it still solid red, sir, for the MBE? Do you have any other? Okay. How about this one, sir? Let's turn off the modem from your internet service provider. and then turn off as well the MBE 7000. Okay.
10:00
Speaker 1
Okay, let me turn off some internet modem and then turn off the router. Oh, okay. I I unplug both. Okay, sounds good. [silence]
11:00
Speaker 2
yes sir and then do not plug it in yet sir let me set the timer for three minutes before you turn on the modem okay if you need to do something else while we're waiting you can take your time I'll let you know if it's three minutes already okay [silence] Hello sir. Hi sir, so it's already three minutes, you can plug in first sir the modem and then let's wait for the modem to stabilize first. If you think that the modem is online, you can power on the MBE. [silence]
11:00
Speaker 1
Yeah, the on the modem, the green light is blinking after we, yeah, it's still blinking.
17:00
Speaker 2
Are we still, sir, on the modem? Oh, okay.
17:00
Speaker 1
like a green blink
18:00
Speaker 2
Is it still blinking, sir, on the modem? (um okay.) [silence]
18:00
Speaker 1
[silence] I have uh two boxes. I I unplugged the one that's plugged into the uh router. I think that's the correct one to unplug. [silence] Uh pardon me. [silence] Oh, the one that's uh that has the cable running to the router.
19:00
Speaker 2
Which router did you unplug?
19:00
Speaker 1
our, or, uh, the Linksys, I'm sorry. Yeah, the Linksys router. Yes, correct. That, that one. Uh, no, it's it's it's plugged in, it's still blinking green, though. Yes. There is… There is another box, uh, that can… uh, I think… I think phone and [silence] Okay, yeah, this this should be the correct one, Sir, the splitter. [silence] yes. [silence] yes. [silence] this does go to the Linksys box.
20:00
Speaker 2
uh, the cable between the modem and the Linksys router, uh, is it still unplugged right now? uh, okay. Um, but just to make sure, sir, the cable from your modem going to the Linksys router, that's connected to the Internet port of the Linksys router, right? uh, okay.
20:00
Speaker 1
But it's still blinking. blinking green. That's a great question, because I had it not facing me, so I didn't really see. I didn't see whether it was blinking before. And the other box was blinking, too. I don't recall them all blinking like that. Uh, just two boxes. the links as connected to the small box that I unplug. but yeah, I do. it's a model C8200A, first letter was Charlie C, Charlie Mike. yeah, let me make sure it's not a B. uh let me look it. all quick her, sorry.
21:00
Speaker 2
okay. do you have, say, the model number of that box? let me, let me check if I can take a look at that one. that's "tango" mike eight two zero zero alpha right Oh, okay. so that's "charlie" mike eight two zero zero alpha.
22:00
Speaker 1
Yeah, Charlie Mike eight two zero zero alpha. Correct. Two, two ports. It is in port, it's in the top port, the first port. It's always been in that same port.
23:00
Speaker 2
Okay. Yeah. Sir. So which part did you connect sir the MBE? port number two okay and is there any cable connected on the number two [silence] one and two ports right to it oh
23:00
Speaker 1
uh no uh huh. Yes, correct. Um. Um, it's uh, just the on, off type it's screen and then below that is a box. uh, with like a uh, almost like a check, or like a V up on top of it with an arrow down. And that's what's blinking. The globe. Uh.
24:00
Speaker 2
[silence] So we only have one cable connected on this. [silence] Okay. [silence] So I think you have like a globe LED lights here at the front, right? [silence] From this box, you have like a globe LED lights. [silence] It's okay? [silence] How about the globe LED sir? [silence] Yes. [silence] I think you have something like a globe, that's actually [silence]
24:00
Speaker 1
Oh, okay. No, I'm not showing anything like that on here. Just the two lights. Oh, oh, you know what? It just, wait a second. It just all blinked with some other lights. Uh, a bunch of things just lit up on it. And now it's just the on off, uh, light that's still lit. That was odd. Um, huh. And I really wasn't touching it. Um, Yeah, now it's only the on off, uh, type light. The other one that was blinking disappeared. Oh, now... [silence]
25:00
Speaker 2
Usually the LED for internet indicator for this node for this box. hmm. I see. Do you have sir any coaxial cable attached at the back? [silence] mmmm. okay because this one should show, sir, like
25:00
Speaker 1
[silence] yes [silence] yes correct [silence] oh no another one [silence] oh I see the globe [silence] the globe's uh blinking right now [silence] oh yeah yeah now it's solid green [silence]
26:00
Speaker 2
Yes. and you have Equi-waxiel cable here at the back right. yes. okay, so we'll just have to wait for that one sir to turn to solid green that means that um there is already internet for this CM8200 so we'll just have to wait, let me know sir if that one is solid green. Just to make sure that that one is stable, solid green, then I will let you turn on 30 mbe after. so it's ready two minutes sir is it still solid green for the globe LED? okay you can turn on now
26:00
Speaker 1
It was blinking blue now it just went to red. [silence]
30:00
Speaker 2
How's the light series of the MBE so far? Solid red. Okay. All right. So it might take a while sir. We'll just have to wait another 6 minutes just to um just to check if the MBE will retry to connect to the modem since the modem is online. I'll just set the timer here and if you need to do something else, you can take your time. I'll just let you know if it's 6 minutes. [silence]
30:00
Speaker 1
[silence] Looks like the light turned white this time.
31:00
Speaker 2
if you've observed anything on the light just let me know. you're welcome sir. Okay, that's good. Let's just give it like a few more minutes to make sure that that one is... steady solid white. Okay sir. [silence]
31:00
Speaker 1
Yes, uh-huh. Okay. Okay. All right, so
33:00
Speaker 2
Is it still solid white, sir? okay, that's good, so let's try, sir, to access your Linksys app make sure that you're connected to the Wi-Fi of the Linksys. Let's check your Wi-Fi settings first
33:00
Speaker 1
[ silence ] [ silence ] Yeah, looks like I'm connected to the Wi-Fi.
34:00
Speaker 2
Alright, and then let's go, sir, to the Linksys app. Open Linksys app. [silence] So, when you say, sir, that you connected to the Wi-Fi name, um, did it ask
34:00
Speaker 1
Yeah, it's showing my... Yeah, I went to Wi-Fi settings and then it shows Wi-Fi password. Um... For a long... No, it wouldn't, it wouldn't have. When I put the new one in... When I put the new one in, it said I saved it and then it went to reboot the router and then that's when it went offline and wouldn't come back up. Okay. [silence]
35:00
Speaker 2
asking for uh asks you for a password first since you changed earlier the Wi-Fi password and it accepts your accepts the new Wi-Fi password you have created earlier mhm mhm okay all right so let's try to go back to the Linksys app now
35:00
Speaker 1
Um, you know what, there is an explanation point next to the nodes it where it says three nodes. It's showing that one of them is offline. Yeah. Okay. Okay, so it's the original one. Can I put a new one in? Okay.
36:00
Speaker 2
Alright, is the Internet search showing online on the app? I think that's one of the child nose. You're probably it's not yet connected or the child node is trying to reconnect back so we'll just give it a few more minutes for that one. Let's just make sure Sir, that you have successfully changed the Wi-Fi password. Go, sir, to the Wi-Fi settings and then check your Wi-Fi password there. Yes, you can, sir. [silence]
36:00
Speaker 1
Uh-huh. Okay. Yeah, this is like, this is my administrative password, uh because right now I'm using the Wi-Fi on the administrative. This, and then I have a guest account. This, so I think I would do the same thing with the guest account. I would go back and change it to that, uh my under my general settings to my guest account, and then I would go here again and change the password. This, uh, yeah, right now I was just changing the administrative, uh, account. Wi-Fi.
37:00
Speaker 2
And before you hit save, sir, since this is gonna be a new Wi-Fi password, all of the devices that was actually connected to this Wi-Fi name will be disconnected. You have to reconnect them manually, sir, using the new Wi-Fi password. Okay. You mean say the guest network, right? So where are you at? Oh, so you're underlying
37:00
Speaker 1
Yes, uh huh. You have Wi-Fi settings. You know, maybe I'll, I'm going to switch over to the different Wi-Fi, uh, the gas account because that's the one I need to change. Yeah. Yeah. Oh, okay. Even though I'm not, okay. Oh, okay. Oh, I see.
38:00
Speaker 2
wifi settings sir. wifi name and then wifi password. Okay? Well, you can just, actually, go, sir, under guest network. Sorry, let me just refresh my page here. You have access, sir, for guest network under menu. So if you just need to change the wifi password, you can change it there for the guest network. Yeah. even though you are not connected to the guest network. So, so menu, and then guest network, and then yeah, you you have an option there to change the wifi password for the guest. [silence]
38:00
Speaker 1
Okay. Okay. Yes, my guess. Yes, correct. [silence] Oh, okay. Okay. Yes, my guess. Yes, correct.
39:00
Speaker 2
is that where you connect as well, um, also, sir, your ring camera? or sorry, your security camera? okay.
39:00
Speaker 1
okay, it said it was saved. okay, good idea.
40:00
Speaker 2
all right and then try to connect sir a device to your guest network see if it will connect using the new Wi-Fi password for your guest okay
40:00
Speaker 1
[silence] I'm still getting words trying to connect
41:00
Speaker 2
Ok, sir. If it takes too long, sir, you can forget the WiFi name for your guest on that device and then try to reconnect.
41:00
Speaker 1
Okay. I did that. Okay. I'm typing them in. Okay. Looks like I connected on that. uh I'd like to change the.
42:00
Speaker 2
okay that's good to hear is it only gonna be the guest network that you will change the Wi-Fi password
42:00
Speaker 1
You know the admin yeah okay Make sure the admin is okay
43:00
Speaker 2
Main Wi-Fi. OK, sir. Well, you can go back, sir, to menu and then under Wi-Fi settings you can change the Wi-Fi password there. [silence]
43:00
Speaker 1
Yeah. Doing that now and now it's saying it's restarting your Wi-Fi, this could take up to a minute. Oh, okay. Okay, it's back to a solid. A solid white, yep.
44:00
Speaker 2
Okay sir, we'll more likely if um we will notice that your router will sir will blink solid uh blue or solid red but that's fine we'll just have to wait it should automatically reconnect back to the internet since we have an internet with the modem so we'll just give it some time Solid red sir or solid white? Okay. Alright. And then try to connect sir to the main Wi-Fi using the TZ
44:00
Speaker 1
Okay. [silence] Okay, it looks like I I connected.
45:00
Speaker 2
new Wi-Fi password.
45:00
Speaker 1
Okay, great. Perfect. Okay, thanks so much for your time. I really appreciate it. How are you, Suzie? Bye-bye. [silence]
46:00
Speaker 2
need to connect them manually using the new Wi-Fi password but if you'd like to again the guest access or domain Wi-Fi you'll just have to do what you did right now. all right so everything is back online now sir right for your as for the child node sir you'll just have to give it a minute or maybe six minutes they should automatically reconnect back to the parent node but if not you can just give us a call back to assist you with the child node okay you're welcome sir thank you so much as well sir for calling linksys and I hope you have a great day today okay take care bye bye sir [silence]
46:00