V2 Rubric Detail — 9d7af054-6c43-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 01:01
Duration
41m 37s
Contact
Thomas Stern
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00134161
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp1.07/5
Overall31.7% (-20.3)

V2 Grader Summary

The agent failed to resolve the setup issue due to incorrect technical guidance (5-press on MX8500 post-reset), poor call control, and lack of structured troubleshooting. Despite using tools for warranty lookup, the agent did not adapt to the customer's confusion or provide clear next steps, resulting in an unresolved outcome with significant customer effort.

V1 Case Analysis

Customer unable to locate receipt for MX8500; attempted reset and 5‑press pairing; router remains flashing red; no resolution achieved.

Troubleshooting Steps
  • Collected model number (MX8500) and serial number (43F10M53C03188).
  • Attempted warranty lookup (no receipt provided).
  • Guided through factory reset procedure.
  • Instructed on 5‑press pairing method for mesh setup.
Key Observations
  • Agent spent excessive time on warranty verification without obtaining needed documentation.
  • Customer was confused about receipt location and router status, leading to a stalled troubleshooting flow.
  • Technical instructions (reset and 5‑press pairing) were correct but never resulted in a working router.
  • Agent failed to confirm WAN connection status before instructing reset, missing a key diagnostic step.
  • No self-help alternatives (KB articles, email follow-up) were offered after paid-support decline.
Positive Highlights
  • Correctly identified the MX8500 model and provided appropriate reset and pairing steps (transcript [08:00], [31:00], [36:00]).
  • Explained the concept of parent/child nodes for mesh expansion, demonstrating product knowledge (transcript [37:00]-[38:00]).
  • Collected basic customer information (name, email, model, serial) accurately (transcript [08:00]-[09:00]).
  • Correctly instructed the 5-press pairing method for MX8500, which is valid for this model per KB (transcript [36:00]).
Agent Errors / Gaps
  • Did not confirm the router’s current WAN connection status before instructing a reset — a critical diagnostic omission (transcript [23:00]-[26:00]).
  • Offered paid-support before confirming warranty status or providing self-help alternatives, violating support path protocol (transcript [21:00]-[22:00]).
  • Failed to provide any self-help resources (KB articles, email instructions) after customer declined paid support, leaving no actionable path forward (transcript [21:00]-[41:00]).
  • Did not escalate or suggest alternative troubleshooting after reset failed, despite persistent flashing red state (transcript [38:00]-[40:00]).
  • Communication was fragmented with long silences, unclear phrasing, and limited empathy, reducing customer confidence.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with router still flashing red and no confirmation of working internet; setup not completed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempts factory reset and 5-press, but skips verifying modem connectivity, ISP status, or cable integrity before advanced steps.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledges warranty uncertainty but offers one-time support instead of full best-effort troubleshooting; stops short of full OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent collects model/serial and asks about purchase date, but fails to diagnose symptom (flashing red light) with structured questions about modem or cables.
T2 Met Appropriate tools / resources used conf 95%
Agent uses internal system to pull customer record and verify device warranty status — appropriate tool for that context.
T3 Not Met No misinformation conf 95%
Agent instructs 5-press pairing on MX8500 after reset — a documented factory reset model; 5-press is not a valid setup method for this use case (per universal_factory_reset.md).
Communication
C1 Not Met Clear & professional language conf 95%
Multiple unexplained silences, unclear hold instructions, and no agenda setting; agent loses control during reset attempts.
C2 Partially Met Confirmed understanding conf 85%
Agent uses simple terms but fails to confirm understanding when customer reports changing lights; repeats instructions without adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stays on call and offers one-time support, but does not resolve or escalate; abandons path before resolution.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline given; agent places hold without update and ends call with issue unresolved.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted — issue remained within L1 scope despite complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent uses polite phrases ('thank you') but shows no acknowledgment of customer frustration or effort; tone remains transactional.
X2 Not Met Tone & rapport conf 95%
Agent repeats 'just give it some time' without adjusting to customer’s visible confusion; no pacing adjustment or comprehension checks during reset.
X3 Not Met Overall experience conf 95%
Customer asked multiple times to find receipt and repeat steps; agent does not streamline or pre-empt repetition.
Call Transcript52 turns · 62 lines
Speaker 1
So, the record in 10 minutes. [silence] verify immediate, awesome. That's the budget. Farming fun, this church. That's what you need. What you need. Trying, it covers. Probably maybe one over there. There we go. Okay. Yeah, that's a yeah. Problem with over there is I don't need a Wifi. No, we're going to fix that. confident. Even if everybody goes to starl because we're going to get it fixed. Like you're optimism too. They have a starlink. They do. Oh, you got it. Yeah. That's yeah. But it's not Wifi in this part. It's over there. it's over there. They look yeah. Maybe. No, I know, but we get a great view of the trees though. It's a problem. Yeah. Pretty powerful Wif. [silence]
00:00
Speaker 2
Thank you for calling Lenk's Technical support. My name is Paul. How may I help you today? Hidalgo, how may I help you today?
07:00
Speaker 1
hold on please Paul serial number is that what you need Paul 4-3 F as in Frank 1 0 M as in Mary 5-3 C as in Cat 0-3 1-8 88. one eight yes correct the model number is mx
08:00
Speaker 2
Okay. Yes, ma'am. Okay, that's 43 510M 53 33188 correct. Okay. And also, so can you have the model number of this linksys router. Um. MX8500.
08:00
Speaker 1
correct yes sir what do you need I'm sorry the internet service oh it's uh Xfinity yeah sorry yeah of course sure is this TomCast TomCast
09:00
Speaker 2
Okay, so, yeah, thank you very much for this information, sir. And by the way, sir, yeah, before we proceed, I was able to pull up a record associated to your phone number. So, just want to confirm, sir, yeah, I'm talking to Thomas Stern? And your email address, sir, is stern_thomas10@yahoo.com. Okay. Also, sir, may I know, who's your ISP? On this new location or new house. The ISP, the internet service provider. Okay, so that's not cast. Okay, yes. So, yeah, thank you very much for this information, sir. And, may I place this call on hold? Just give me two to three minutes. I just help to verify the warranty status of your device and I'll be right back. Okay? Just stay in the line.
09:00
Speaker 1
you know what it's come come, it comes, yeah that's might be pretty good. Oh yeah, thank you. Oh no.
10:00
Speaker 2
Hello. Okay, so thank you for patiently waiting. And I do believe it's just a long hold. But if it's - I know - yeah, can you still remember when did you purchase this Linksys router? Yeah. Can you double check so - yeah, the date you purchased this Linksys device? Yeah, do you still - can you check your Amazon account, Sir? Yeah, can you double check? Oh, okay.
14:00
Speaker 1
Yeah. Search.Filter. Divide 25. So the one I just gave you is older? Okay. Did you add to it before you? Yeah. Yeah, I had a bunch. I bought a bunch from you guys. And I know the other one.
15:00
Speaker 2
yeah, because, Alistair, we have to document this one because yeah, we don't so, technically Lynx says it doesn't support out of warranty devices. That's why I have to clarify. when you purchase the device because I believe sir this is a newer one because the one that you have before, I think that's last year or two years ago. uh you have the WHW03 which I believe you already yeah and installed that device. This is a new newer model. and also this is the new one, the MX8500. That's why I need to verify the date you purchased this device.
15:00
Speaker 1
This is a bigger one. Um, How the hell? This is 25. I buy this thing. Let me go back to 24. Let's see, how long's the warranty for? Oh good. Come on, where is it? I know it.
16:00
Speaker 2
Yes, the bigger one. Yeah, this one has a three years hardware warranty. Sir, [silence] Yeah, this is actually said that link is ad plus. Yeah, we try to check the one. Link is max 8500
16:00
Speaker 1
I don't know. I can't find it. yeah, I can't tell you when I - Whether I can tell you, I don't - I can't find anything. Yeah, I know. I know. I know. I know.
18:00
Speaker 2
Yeah, because for this one, yeah, we just want to make sure. Yeah, because we have to document this, yeah, because as mentioned, yeah, we don't support out of the warranty devices, but we can offer like a paid support options for out of the warranty devices. So that's why I need to have like the, the, yeah, the receipt so we can, yeah, document the rec. [silence] know your records so we can update the warranty status for your device. Yeah, this is the MX8500, MX8500 Atlas the Atlas MX8500
18:00
Speaker 1
[KEEP_UNCERTAIN] Did I buy it from you guys directly? It says it's a 1900, it's a 6 isn't it? 50 bought yeah, I'll do this. Yeah, I can't find it but let me see if I'm gonna go back to my Amazon links this.
20:00
Speaker 2
Oh. I'm not sure wow. That was a mess. Yes, yes, yes.
20:00
Speaker 1
Man, I can't find it. I'm sorry, I can't. I know I bought it, I just, I can't find it anywhere. Oh, thank you so much, yeah. Thank you. Yeah, I'm, uh, did I buy it from, let's see, hold on, hold on, let me see if I, let me just, no, you triggered a thought. Did I buy it from Best Buy? Um,
21:00
Speaker 2
I see. Yeah. So okay, yeah. So here's what are we going to do. So what I'm going to do is I will provide you like uh just a one time support. Yeah at this for now. Okay? However, just in case you need assistance in the future, yeah, make sure to provide the receipt. Okay? Yeah, because next time you might, you will be asked for the receipt so we can base the warranty status of the date you purchased the device. Okay? [silence] Oh, man. Well, let me know, okay?
21:00
Speaker 1
25. Give me one second. Just best buy receipt. I Just best buy receipt. I That's fine. Hold on. I I Let's see. No. No, okay, I'm sorry. Yeah, I can't find it. Oh, thank you so much, and thank you. Yep, absolutely. Thank you. Yep.
22:00
Speaker 2
Okay, Yeah, so that's what are we going to do. So I will provide you a one time support in case you need assistance in the future. Yeah, be sure to to have that receipt. Okay? Yeah, because yeah, that that extension you know, will charge you. Yeah, about the because we always based the one at certain of the date you provide.
22:00
Speaker 1
No, thank you. You guys, you guys have always had great customer support. So thank you. I'm sorry. Uh, just, well, I think I bought two, but I'm only using one now. So this is where I get confused. Is the Lynx system, shit. Acting as a router? Oh, okay. Damn. Okay. All right.
23:00
Speaker 2
Okay, so, let's proceed then. so, right, man, how many nodes do you have in total? Yeah. How many MX 8500? Okay. All right. So do you have the router connected to the modem right now? Yes, it is just a router, sir. So it needs to be connected to a modem. Okay, so coming from the modem, yeah, connect that cable to the modem, then the other end of that cable to the internet port of the link sys router.
23:00
Speaker 1
All right, I'm gonna try it. Hey, can you, do you have my, do you have my number right? My cell phone number? [sir?] I'm gonna go downstairs. You want me to plug in the ethernet cable to the back of the Belatrix? okay. So if I lose you, just call me back [be there] can you hear me?
24:00
Speaker 2
Yes, yes, yes, I have new number. Yes, Internet port of the Linksys router. Okay, yeah, no worries. Yes, you're still here?
24:00
Speaker 1
OK. no, I just went to my basement, that's why. Hold on. Does it matter which Ethernet cable I get four Ethernet options here? And then yeah, and on the on the Linksys, should I the bottom one?
25:00
Speaker 2
Yes, yes, I can hear you fine. Uh, Okay. Uh, it should be internet cable, sir. Oh, yes, it should be on the internet port, the one that has the yellow line.
25:00
Speaker 1
All right. It's still red. Yes, it is, sir. Yes. Yes. Yes. Yes. Sorry. Yes. Yes. It's red? It's red. There's no color. Hold on. It is. Let's see. What do you need? The name?
26:00
Speaker 2
Okay, so is it connected now? Yes, yes. I mean that cable coming from the modem is it connected now to the Ethernet? I mean the Ethernet port. Okay. And I know what's the color of the on the lights on the back of the router? I mean on the internet port? Okay. But do you see what's the make and model of your modem provided to you by Comcast? I have the model number of the modem. So.
26:00
Speaker 1
CM I mean I love the nothing CM no no no here we go no it's not CM uh CM oh gosh is it F8790? A33973E. Uh.
27:00
Speaker 2
Usually it starts with CM. OK. Yes yes yes yes yes please.
27:00
Speaker 1
Well, thanks, bud. Yeah. All right. Can you hear me, sir? So we are, so it's f 87 90 A 339 73 E.
29:00
Speaker 2
Yes yes, I can hear you. Can you double check that one, sir? Hold on. Because I believe this is... yeah, because it looks like that it's a Mac address. Yeah, this.. I think this is not the one. Yeah, this is not the right one. Can you see anything, sir? That
29:00
Speaker 1
Cl. No clue. No. I have CM MAC. I have MTA MAC. W an MAC. No, no, sir. What do you mean? It's a yellow. It's a green light. There's one going into the, one of the ethernet cables. Oh, it's like a white light. [silence]
30:00
Speaker 2
Yeah, TL, CM, yeah, that's the usual model of Comcast. How about the can you see there part number or PN? OK. How about this one sir? May I know what are the lights that are lit sir on the modem? Clear the lights, the lights that are on the modem. How about the internet light? Does it have a light?
30:00
Speaker 1
yeah it's a white white white light yeah reset my modem okay yep yes
31:00
Speaker 2
the color it has a white okay so yeah let's try to set up the link stick router okay so before we set up the link router let's reset it first okay so no the link list router do not do anything on the modem okay so on the link on the boom of the ink just watch are you have there red button right labeled reset okay you so please press and hold that reset button until you see a blue light so just press and hold the reset button wait until the light turns off then once the light turns off keep pressing until you see the blue light then that's the time you will at least
31:00
Speaker 1
Red. Still red. Yeah, I'm turning. Still holding it, still red.
32:00
Speaker 2
Did the light turn on sir, when you hold down the reset button. Just keep pressing. How is it going sir. Okay. Can you use this sir? Can you, yeah please release the reset button. Sorry it seems like nothing is happening. Try to use a pen or any pointed object to press the reset button. Yeah, make sure
32:00
Speaker 1
[silence] [Silence] [Silence] [silence] [silence] [silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] gonna take. and [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [silence] yeah it flew
33:00
Speaker 2
you press it yeah properly. yes, yes, I can hear you. would it make sure
33:00
Speaker 1
Blue. Blue, yes. No, it's just it's just it's just blinking blue and off. Hitting the reset button. It's just just blinking, now it's red again. What's that?
34:00
Speaker 2
Okay, keep pressing. Did the light turn off, sir, when you held down the reset button? It did turn off. Yeah, it should turn off. Then, after turning off, it will then light up blue. But you said, did you press the bigger button or the small button? Okay. I should, uh. Yeah, yeah. Please release the reset button for now, sir. Can you start all over again, sir? Yeah, let's start all over again. So, press the reset button. Okay. So, while you press the reset button, sir, yeah, wait until the light turns off. Okay. Once the light turns off, just keep pressing. Do not release the reset.
34:00
Speaker 1
I'm not touching anything. it's purple now. now it's blue. now it's blue. now it's blue. blue. flashing now. Release it? Okay. yes. Okay. Should I have an ethernet cord plugged in the back by the way? I don't know.
35:00
Speaker 2
Button, only release the reset button until you see the blue light. Okay. Oh, it turns purple now. Okay. Okay. Is it blue solid or flashing? Yeah, I think you may now release the reset button. Yes, man. It should wait until the light turns solid. Yes, it should be connected all the time, sir. It should be connected to the motor.
35:00
Speaker 1
Hold on. Still blinking. Purple. Five. Five times, we leave. Next time, we leave. One. [silence]
36:00
Speaker 2
okay, good, so now that it has a purple light, it lets, that that that that means the router is now on setup mode, okay, so to set up the router, sir, please press again, the reset button, but this time, press it five times, not too fast, not too slow, just press release, press release five times.
36:00
Speaker 1
two, three, four, five. Now it's white. Now it's white. Okay. And then if I have another router, what's the purpose of, like I got now I'll have the Linksys system. So what's the purpose of having two routers? I'm in my basement, so I need everything above the basement to
37:00
Speaker 2
Okay. Right, so okay. I just give it some time. So let's give it around three to five minutes for the router to set up. Yes. So if you have like another node, so that second node will act as an extender. so it will be a mesh that
37:00
Speaker 1
Okay. Yeah. Oh, so wait. So I can place this? The one we were just set up is I can play upstairs? Okay. Oh. Okay. Okay. All right, so it's blue. It's blue now. Now it's red. Now it's red. It's blinking red.
38:00
Speaker 2
so you can't place the one the main router place it the basement connected to the modem then you can place the other node oft hair so it will act up uh, uh extender and no sir it should be connected if you have other one if you have two of this router then you can use that other one as an extender yes so this first one will act as the main router or what we call the parent node so if you want to extend the Wi-Fi signal of this router then you have to add another node oh yeah ah just give it some time [silence] Okay, how was it going so with the status right now? Okay. Just give it some time. [silence] Thank you. it's still flashing red sir yeah show give it some time returns uh it should turn solid let's wait for it to turn solid maybe solid red or solid blue [silence]
38:00
Speaker 1
Yes, sir. Yes. Sure, yes. Thank you. Thanks. Okay.
41:00
Speaker 2
Is it still flashing red? Right now? Yeah, it's give it more minute, more time. May I place this call on hold check? Just give me out two minutes. I just not to check something on my end. And I bright, okay. Yeah, just kidding. Like.
41:00