V2 Rubric Detail — a0e0666a-70ef-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 23:43
Duration
8m 7s
Contact
Michael Rios
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134879
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 - child node disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall52.5% (-3.5)

V2 Grader Summary

The agent took ownership and provided a technically accurate resolution path by recommending a reset and re-install for the offline MX2000 nodes. However, troubleshooting was insufficient — no tool use or basic checks (e.g., accessing myrouter.local) were attempted before prescribing a full rebuild. While next steps were clearly communicated, the lack of diagnostic rigor and over-reliance on destructive recovery downgrades R2 to Not Met and R3 to Partially Met.

V1 Case Analysis

Customer reported red LEDs on two MX2000 mesh routers. Agent collected serial numbers, confirmed ISP (Verizon), and advised resetting both parent and child nodes with emailed reinstall instructions.

Troubleshooting Steps
  • Collected model and serial numbers
  • Confirmed ISP (Verizon) is active
  • Advised resetting both parent and child nodes and reinstalling the mesh
Key Observations
  • Agent correctly interpreted red LED on MX2000 as 'no internet' per KB (universal_mesh_full_rebuild.md).
  • Recommended full mesh rebuild, which is valid for persistent red LED issues across nodes when ISP is confirmed active.
  • No verification of ISP connectivity (e.g., bypassing router to test modem directly) was performed.
  • No warranty status or case number was discussed despite hardware fault context.
  • Communication was informal with filler language and silences, but technical guidance was accurate.
Positive Highlights
  • Correctly identified red LED issue and recommended appropriate KB-backed solution (mesh rebuild).
  • Collected serial numbers for both nodes, enabling potential warranty/RMA follow-up.
  • Offered to email detailed instructions, providing a concrete next step.
Agent Errors / Gaps
  • Did not verify ISP connectivity beyond customer statement.
  • Did not confirm firmware status or auto-update settings, which could affect stability.
  • Did not check warranty status or create a case number for hardware fault.
  • Ended call without confirming resolution, relying solely on self-help instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended reset and re-install but did not confirm resolution; case closed without verification.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting performed — skipped checking admin UI, internet connectivity, or power status; jumped to factory reset without ruling out simpler fixes.
R3 Partially Met Correct resolution path conf 85%
Resetting is a valid path, but only after confirming the issue via admin interface or power cycle; agent skipped non-destructive steps like checking myrouter.local or restarting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified red LED symptom and asked for model/serial/ISP, but did not ask if internet is working or check for firmware update, missing root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use available tools — could have verified status via http://myrouter.local or https://linksyssmartwifi.com; relied solely on customer description for LED state.
T3 Met No misinformation conf 95%
Advice to reset and reinstall is technically correct for offline MX2000 nodes with solid red LEDs per KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced himself and collected info, but call lacked structure, had long silences, and no clear agenda or expectations set.
C2 Partially Met Confirmed understanding conf 80%
Used informal address 'boss' repeatedly; did not adapt tone to customer’s apparent confusion or verify understanding of steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, took ownership, committed to sending instructions, and did not transfer.
O2 Met Proactive follow-through conf 95%
Provided a clear next step — email instructions within 5–10 minutes — giving a timeline and action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — issue was within L1 scope; agent correctly handled it as a configuration/recovery case.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Said 'I appreciate your patience' but used overly casual language ('boss') and showed limited empathy for frustration.
X2 Partially Met Tone & rapport conf 85%
Maintained pace but did not adjust for customer’s possible confusion; repeated informal address without matching customer tone.
X3 Partially Met Overall experience conf 80%
Asked for two serial numbers and email, creating some repetition; avoided holds but could have reduced effort by guiding more efficiently.
Call Transcript16 turns · 17 lines
Speaker 1
Yes. Good afternoon boss. I'm calling because both of my routers
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 a .tcom. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your devices 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. [silence]. Thank you for calling Linksys. My name is Nathan. I don't know who I'm speaking to.
00:00
Speaker 1
are red and I do have internet but I know that it's not supposed to be red. so I I wanted to fix that Uh, it is uh, the Lynx MX 2000. Uh, is that on the bottom of the box? Hold on. I got you. Let me see if this a tough to tell. You said the the serial number?
01:00
Speaker 2
must tell me what is the model of your router. [silence] MX 2000. Do you have the serial number of the device? Yes, on the router itself, turn it upside down, you can find it there. [silence]
01:00
Speaker 1
I'm trying to find that right now oh give me one sec boss oh uh is it 90759
02:00
Speaker 2
Yes please. [silence] That's the recovery key. It's usually 10 characters, 13 characters, numbers and letters long. SN, something like that.
02:00
Speaker 1
Give me. I appreciate your patience boss. Oh yeah, you see the serial number, right? I I got you not my that. So it's 28 H 10 C 6 78 0 2 608. Yeah. Yeah, that's the main one. The the one I just so. Hu
03:00
Speaker 2
yes, yes, yes. Yes. All right. Let me take a look. This is the main one, right? how many do you have? how many, how many MX 2000s? do you have one, two, or three?
03:00
Speaker 1
You say what? Yup. It is two. So I have one in the living room and then I have one in my room. That's red. And then the other room is red, too. Yeah. So the first one I gave you was the the living room. I got you.
04:00
Speaker 2
I. uh. MX two thousand is a router. It's a mesh router. Usually comes in three pairs, two pairs sometimes one. How many do you have in the living room? What is the color of the light? I right. Can you give me the number serial number of the one that is in the bedroom and bring them on the living room as well? Okay. The one in the bedroom, can you bring it in the living room as well?
04:00
Speaker 1
Actually, wait a minute. Boss the serial number for this the bedroom in is 28 H Chen, c67 802631. [silence] Yeah.
05:00
Speaker 2
and then give, okay. and six 31. all right. yeah, this is 2020, right. [silence]
05:00
Speaker 1
You say what? [silence] Thank you boss. I appreciate it. [silence] Uh, Vertical One Green. [silence] Uh, Viral One Green. [silence] Yes [silence] please. Uh, Michael M I C H A E
06:00
Speaker 2
Okay, stay with me. Let me find a solution. Let me find a solution. Stay with me. By the way, who's the internet service provider? Xfinity, or set from Verizon? Alright. You may, your Internet that you're getting right now is coming from the Verizon. So your MX 2000 is currently offline. All you need to do is reset both the mother and the child node and then re-install it. I can send you the instructions through your email. Can you give me your email at that point please?
06:00
Speaker 1
L. the b.b.o.s s.f forty four at gmail.com. yeah forty four at gmail.com. Michael. Real. Okay, boss. All right. Okay. Okay, thank you.
07:00
Speaker 2
and Keith Mbeko and Michael the Boss right yeah all right uh who am I speaking with your name Michael what's it like me oh all right give me around five to 10 minutes Michael I will make sure that the instruction that I would give you is easy to follow and then you should be able all right and then if the styles uh something goes wrong and you cannot fix it give us a call all right all right there by two 10 minutes you should receive the email all right then I always do. Good. Goodnight. Bye bye.
07:00