V2 Rubric Detail — a23e6c08-7682-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:58
Duration
59m 30s
Contact
Tim Russo
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135736
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp3.57/5
Overall75.7% (+19.7)

V2 Grader Summary

The agent successfully restored mesh node connectivity via resets and 5-press pairing but did not complete network reconfiguration or verify functional internet access. The call ended while troubleshooting browser access to the router UI, leaving resolution incomplete. Technical steps were largely accurate, but communication faltered during the final phase, and ownership follow-through was partial.

V1 Case Analysis

Customer reset MX2000 parent node, lost Wi-Fi. Agent performed 5-press reset on parent, factory-reset child nodes, achieved solid blue on all nodes, and guided customer to http://myrouter.local. Wi-Fi SSID/password not reconfigured. Follow-up required.

Troubleshooting Steps
  • Verified model and serial number.
  • Performed 5-press reset on MX2000 parent node.
  • Factory-reset child nodes (25-second hold).
  • Guided customer to access router UI via http://myrouter.local and bypass Chrome warning.
Key Observations
  • Agent correctly used the 5-press pairing method for MX2000, which is supported per KB.
  • All nodes reached solid blue, indicating successful mesh recovery.
  • Call lacked closure: no confirmation of working Wi-Fi, no summary, no case creation, no warranty check.
  • Excessive hold time (~5 minutes) and off-topic conversation reduced efficiency.
  • Customer accessed router UI but was not guided through SSID/password setup.
Positive Highlights
  • Accurately identified MX2000 model and applied correct 5-press reset procedure per universal_5press_models.md.
  • Correctly instructed 25-second factory reset for child nodes per universal_factory_reset.md.
  • Provided accurate guidance to access http://myrouter.local and bypass Chrome security warning.
  • Successfully guided customer to achieve solid blue on all nodes, indicating mesh recovery.
  • Collected essential customer information (name, email, model, serial).
Agent Errors / Gaps
  • Did not guide customer to reconfigure Wi-Fi SSID and password after accessing router UI (transcript [31:00]–[39:00]).
  • Did not confirm that Wi-Fi was working or that devices could connect before ending the call.
  • Did not summarize next steps or provide clear closure.
  • Did not create or cite a HappyFox case number.
  • Did not verify warranty status despite collecting model and serial.
  • Spent excessive time on hold (~5 minutes) without clear justification.
  • Engaged in off-topic small talk about weather and location (transcript [29:00]), reducing focus.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed iPad showed 'Velof C setup74D' but never verified internet access or personalized network settings; resolution incomplete.
R2 Met Diagnostic thoroughness conf 90%
Agent guided factory reset of child nodes, 5-press pairing on parent, and verification of light states — relevant, logically sequenced troubleshooting.
R3 Met Correct resolution path conf 85%
Agent selected appropriate troubleshooting path (reset, 5-press, re-pair) for MX2000 mesh system; no dismissal based on warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (no Wi-Fi, purple/red lights), collected model/serial, and followed logical diagnostic sequence: reset child nodes, perform 5-press, verify node status.
T2 Met Appropriate tools / resources used conf 85%
Agent used appropriate tools: physical reset button, 5-press method (valid for MX2000), and instructed access via http://myrouter.local — all fitting the scenario.
T3 Partially Met No misinformation conf 80%
Agent correctly instructed 5-press and resets but failed to clarify 'Velof C setup74D' is a temporary setup network, not the restored user network — risk of misleading customer.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectations and maintained control initially but lost direction during browser navigation (35:00–39:00), giving unclear instructions about Safari vs Chrome and failing to resolve 'connection not private' warning effectively.
C2 Partially Met Confirmed understanding conf 75%
Agent used plain language and matched customer’s pace but did not adapt to confusion about security warning or verify understanding during browser step.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned case from start to finish, performed all troubleshooting without transferring, and stayed engaged through holds and delays.
O2 Partially Met Proactive follow-through conf 75%
Agent gave next steps (reset, 5-press, access UI) but did not complete final step — personalizing network and confirming internet access; call ended mid-process.
O3 Met Closure confirmation conf 90%
Agent captured model and serial early and referenced them throughout; no re-asking of documented information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue was resolvable at L1 with proper mesh re-pairing steps; escalation not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
Since no escalation occurred, there is no escalation execution to evaluate.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent thanked customer for waiting, apologized for hold, and acknowledged frustration about outage — demonstrating empathy and professionalism.
X2 Partially Met Tone & rapport conf 75%
Agent maintained calm tone and matched pace but did not adjust when customer showed confusion about security warning, missing engagement opportunity.
X3 Partially Met Overall experience conf 75%
Agent used customer’s phone/iPad to avoid computer need but unresolved browser warning and incomplete setup left customer with unresolved steps, increasing effort.
Call Transcript53 turns · 62 lines
Speaker 1
Hi. Um, I need some help. Apparently our my wifey quit working. And uh, I I'm two coxuh -
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 one now. For out of warranty products, paid support may be available depending. 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. This is Abby. How can I help you?
00:00
Speaker 1
my modem everything is good but my router uh which is a lynx was purple so we unplugged it and still didn't get anything going well then I hit the reset button on the bottom of it and now it's blue and working but I I have no Wi-Fi I'm not connected it's like it lost everything [silence] yep model number is MX2000 uh serial number is 5 0 D is in David, 1 0 M is in Mary 2 5 [silence] yes I did I did resort it does Cypress from there that's a peculiar choice for a name [silence] the uhn
01:00
Speaker 2
Yeah, since you reset the device or you need to reconfigure it, because once you read that the router, it will remove the settings, the current settings. Okay. Okay. Yeah. Can I have the model number and the serial number of your Lynx's device please? Mm-hmm. Serial number.
01:00
Speaker 1
C as in Charlie three eight two six nine. Correct. Correct. [silence] I'm not sure. I think I've had it for a year, maybe two? I do not. Yeah.
02:00
Speaker 2
all right. so let me verify that uh serial number. it's 50 D as in David, 10 M for Mary, 25 C for cat, 3, 8, 2, 6, 9, right? okay. uh it actually shows no data but how how long have you been using this device? a year or two, okay. do you happen to know the exact date of purchase? okay. but you had this for a year or two, right? okay. all right, sir. let me create a record. can I have your name?
02:00
Speaker 1
Tim, T-I-M. Russo, R-U-S-S-O. It's my name, T-I-M, R-U-S-S-O. The number four, the number two, and then number six at gmail.com. Correct. No, because we have no internet, so I got no computer.
03:00
Speaker 2
Last name and the email address. Certain All right, so that is again Tim Russo, 426 at gmail.com. Alright. So right now you don't have wireless connection, okay? Um, yeah, so there's a need for us to change the Wi-Fi settings of your router, right? Uh, do you have any computer available for Tim?
03:00
Speaker 1
um I've got my phone my phone you have your phone yeah uh I do yes all right let's see just one and then I also had let's see I got the older bottles because I had to upgrade it and it said you can connect them so I did I put them around the house I've got the uh oh this says MX 2000. wait a minute where's my other ones do I have two let's see [silence]
04:00
Speaker 2
But, uh, what wireless devices you have there? Do you have your phone. tablets? You have your phone? How about a tablet? Do you have a tablet or maybe an iPad? Okay. All right, let's just use that instead, sir. So right now, um, how many Mx2000s you have? Just one? Okay. And right...
04:00
Speaker 1
Oh, that's an MX 2002. Okay. Well, I thought I had different ones. [silence] Four. [silence] As I'm walking around through the house, Yep. Only one is. Only one has. Yep. [silence]
05:00
Speaker 2
So, how many uh links devices you have in total? Four. Okay. And right now, sir, right now, all of the nodes are blue. They're all blue, solid blue. Oh, just one. Okay. Alright. Uh, here's the thing, sir, Tim. Since the uh you
05:00
Speaker 1
Oh wow. Okay. Okay. Can I set the phone down? Can you give me a minute? You go ahead and do that. I'll go around and grab them. Thank you. [silence]
06:00
Speaker 2
[musical interlude] [electric chatter] [music stops]Your parent node was reset to factory defaults. There's a need for us to reconfigure the child nodes to make it communicate back to your parent node, okay? So can we gather them all together in one place so we need to place all the nodes close to the parent nodes at least five to six feet away. Uh, yeah, sure. um I also need to put you on hold for three to four minutes, cuz uh I need to grab something. Would that be okay? Okay. All right. Thank you. Just hold on, please. Okay. Thanks.
06:00
Speaker 1
[KEEP_UNCERTAIN] Yes. Nope, I'm here. Thank you so much. I appreciate your help. And yes. And I actually, no. Did you want me to plug them in? Yes. OK. I actually had three of them. And I knew I upgraded. My old one's a black one and it's an older model. And they said that it would run, I could run it with these, that they would connect. So I have those going. Let's see, what's, I've got two of these guys. [silence]
11:00
Speaker 2
Hello, Mr. Russo. Yes, hi sir. Thank you so much for uh patiently waiting. I apologize for the hold. Okay, so, um, all the, uh, child nodes are don't worry. So all the child nodes are now moved to closer to the parent node. Um, are they all turned on? Yes please. Yes. [silence]
11:00
Speaker 1
Let's see it is uh gosh where's the serial number where's the model number seven. It says password recovery key. Oh there it is my old ones are w-a-h-w0 three V-s and victor too you yeah yeah i have the uh the other three i placed in the house and the other ones um i mean do you think i need those other ones or i have them in different rooms i've got three of them um uh no the parent let me just walk through the house make make sure i'm not missing one there's none one in here i got that one i got the one from our room yeah i have three of the uh the two thousands uh two [silence]
12:00
Speaker 2
Okay. So you're still using the old ones? Because you already have uh well, you, for for MX 2000, you have four of those, right? Three including the parent node. Okay. And how many WHW0?
13:00
Speaker 1
I think that's what I originally started with. There were two in the house. And then they quit working or didn't. I needed to upgrade cuz, I guess the technology changed. So, that's when I bought the other ones. Okay. Okay. They're all plugged in. They're red light. Uh with flashing red.
14:00
Speaker 2
two, okay. Yeah, okay. All right, so we will set up first the uh, the new ones, the newer ones, the W uh, the MX 2000. Okay. So right now all the uh, nodes are powered on, they're all plugged in, yes. And can you tell me what lights are lit there, sir? The what are the lights that are lit on top? So they're all solid red.
14:00
Speaker 1
except for the parent one the parent the parent is blue my parent one is blue and then the other two are red yep okay okay okay okay there's one
15:00
Speaker 2
Flashing red. I Okay. All right. So two MX 2000 are flashing red. All right. Now, we will perform, for Tim, we will perform a reset on those child nodes, okay, on the two flashing red ones. So, just press and hold the reset button for 25 seconds.
15:00
Speaker 1
one. now it's blue. okay. they're flashing blue right now. yeah. see, and that's what that's what started all this is uh my parent one was flashing purple. and then I hit the reset button, and I guess that screwed everything up, huh? so what should I have done? should I have not hit that reset if it was purple? I did do that, and then it . . .
16:00
Speaker 2
You should be seeing purple, lights, solid purple after reboot. Yes, because, it's the main node, so everything else will get affected. You may try unplugging the power, sir. For
16:00
Speaker 1
didn't do anything. no no it it went blue it flashed it did and then it went right back to purple so that's why I had to read that button yes I did I did both of them unplug both okay I got one purple the first one I do this purple the other one's still flashing blue and it's now purple [silence]
17:00
Speaker 2
and then. It didn't change the the the uh the light. Okay. I see. How about the modem? Did you try unplugging it as well? Mhm. [silence]
17:00
Speaker 1
So my two childs are purple. Correct. What are we going to do? Okay. Go ahead. Okay. And that's on the parent one, correct? Okay. One, two, three, four.
18:00
Speaker 2
Okay. Alright. So they're both a solid purple. Okay. that's great. So now can we go to your parent node and we will do the uh five press there. Okay. So that's the uh quick and easy way to to pair the nodes. So to do the five press, okay. we'll do a five press. Alright. So to perform the five press. kindly press the reset button at the bottom. Five times. Okay. Do not press and hold it. Just press it once. but do it five times. So it's like press release press release press release. Do it five times. It's on the parent only. what about the child nodes any changes yeah it it will take time it takes a time so yeah we'll we will wait for it to turn solid okay once it's successful once it's connected it should turn solid blue so once these are set up once the MX 2000 is
18:00
Speaker 1
Okay. All right. Let me go, uh, let me go grab both of those. I'll be right back.
20:00
Speaker 2
are all set up then we will be setting up the what zero three the older um notes okay
20:00
Speaker 1
Okay, I'm back. and we're gonna play these in the end. [silence] Oh, cool. Cool. Uh oh. Why'd you go red? Oh. Now you're blue. Are you there? Oh, cool. Sorry. It was just awful quiet. Um, so my two childs are both blue now. So all three of my uh, the 2000s are blue. Okay. Yep, I got them both plugged in and they're both flashing red. And they need to go to purple, correct? All right, I'll like, they are, yep, within three feet. [silence]
21:00
Speaker 2
I'm still here yeah I'm just waiting sir [silence] okay that's very good. Now uh we will do the same thing for the uh for the old um child root the WHW03. so uh can you plug it in? yes. and make sure it's still close to the uh parent node okay. okay. Okay, thank you.
23:00
Speaker 1
Boy, this stuff, when it works, it's great. When it doesn't, when it stops working, it's frustrating. I got tired of paying Cox every month to rent their stuff and then it didn't work through the whole house. So, that's why I went with your system and it's worked really well. This is the first time this happened. I don't know why it disconnected and went to flashing or went to purple. I was telling the gal when I called it and Cox because she was checking my Wi-Fi connection. I said, yeah, usually these things are either flash red or blue. And I says, it's showing purple and she looked up online and said, oh, you gotta reconnect it or you hit the reset and restarted everything. It's like, oh, crud. Let's see. Those two are still flashing red. No, no, I did not, should I? Uh huh, uh huh, uh huh, all righty. All right, all right, all right, all right, all right, find it, there it is. All right, five. All right, there is one.
24:00
Speaker 2
Okay. Yes. Um, did you push the reset button on those nodes? Yes, we have to, sir. Yeah, just like what we did on the other two nodes. So, press the reset button for 25 seconds. And after the reset, we'll wait for the solid light, okay? So before we'll proceed.
25:00
Speaker 1
right one is red now Oh it just went to solid red hmm now one is blinking blue the other one is just solid bright red oh there it goes now the other one's red too seems these are the older models would they not have a purple yeah they're both solid red
27:00
Speaker 2
still blinking [ silence ] they're both solid okay so let's perform the five press
27:00
Speaker 1
Okay. K example, I was, I was a car guy, so all of this stuff is like speaking another language for me. So what part of it. Yeah. Go ahead. the the [silence]
28:00
Speaker 2
again, on the parent node. So, on your, yeah. So, on the parent node, just uh, press the reset button, five times. [silence] Okay, so, did you just, yeah. Did you just.
28:00
Speaker 1
Both blinking red red and red. Yeah, they're both blinking red correct yes okay yeah with the other one yeah what part of the country are you in oh, you're in the oh wow, I'm in Chandler, Arizona. How's your weather there? Yeah. We are too. It's uh it's 101 right now and it should start cooling off tonight at 7:30 p.m. here.
29:00
Speaker 2
They're, they're both blinking. The, the child knows, right? Okay. All right. So we'll wait for it to turn solid. Yeah. It may take some time just like, uh, what happened to the, uh, the, uh, the first two. Oh, your call had been while they're in the Philippines, sir. Yeah. Arizona, okay. Oh, it's pretty warm out here. Yeah, it's really warm. Oh, it's 10:30 in the morning here. Yeah. Yes. And it's already July 3rd here. Hmm. Yes, it's an older model so it takes time.
29:00
Speaker 1
- blue.
31:00
Speaker 2
They're both blue now. They're solid. Good. Okay, great. So what we're going to do next here, Tim, is we will personalize your network. So we'll be using your iPad for the meantime.
31:00
Speaker 1
Hopefully. Yeah. I'll play. All righty. I don't know. Yeah, I've got the Wi-Fi name, yep. And I've got the password. Right now I'm looking to try and find my iPad. No.
32:00
Speaker 2
Yeah, but do you still have a copy of your old wireless settings? Cause we can, we will, we will use the same wifi settings so you don't have to reprogram your wireless devices. Well if it's not gonna, if it's not gonna reconnect automatically, we have no other choice but to reconnect to the network. But some wireless devices will just automatically connect to it, as long as you have the same wifi settings. Can you still remember? Do you still have a copy of your wifi settings, the old ones? Your original settings, like the wifi name that you set up, the wifi password. Okay, so did you separate the names? Did you separate the names for the 2.4 and the 5 gigahertz? Do you have separate names or you make it as one network? [silence]
32:00
Speaker 1
I was looking for my iPad. Sorry, talking to my wife. Um, they were all on the same network from what I remember. Okay, so on my iPad. Go back out into the kitchen. Everybody's still blue. Everybody's still blue. Cool. Okay. Do you have insurance? Yeah.
33:00
Speaker 2
Okay. Yeah. We can actually set, we can actually set it up as the same. We, we will, we will, uh, use the same name, the one that you had before. Yeah, but since you mentioned that you only have one name for all bands, um, the thing here, uh, is somewhat
33:00
Speaker 1
I was just going to say it was all working before, so I should be okay. Yeah. Hello, can you? Oh, and there it is. I guess I'm connected to it. It says, Velof C setup74D. So I think my iPad. Yes, yup. Yup, Velof C setup. Yes, it has a check mark.
34:00
Speaker 2
Wireless devices may not be able to support the 5GHz network. Okay, so you might you might face issues with that, but uh, that was working before, right? You with with just with just one name? Okay. Yeah, that should be fine. All right, well then, so can we go to your iPad and uh, did you already uh, yeah, can we go to your parent node and please take a picture of the Wi-fi settings at the bottom because we need that to access the router settings. Is that the same name that shows up on the uh, is that the same name that shows up on your main node? Okay, so does it have a check mark? [silence] Okay, very good. Now, can we open up, um, Google Chrome? [silence] So you have Google Chrome on your iPad. [silence] How do you open a browser using your iPad? Uh, are you using Safari? [silence] Do you see the address bar right underneath the address bar, the little eye icon? [silence] Click it. [silence] What do you see? [silence] Click it. [silence] What do you see in front of you? [silence] Well, it would give us up information about the website, uh, the website will give us the domain name, give us the name and a bunch of other information, including the warranty information. [silence] Okay, so this is for the website itself. [silence] If you do it in the browser, um, Safari. [silence]
34:00
Speaker 1
Yes. It says Google.com. Or I can go to Yahoo.com. Okay. Give me one sec. slash slash, okay? Got it? local
36:00
Speaker 2
Okay. Yes, on the address bar, just clear out the address bar first and um type in HTTP colon slash slash My router dot local.
36:00
Speaker 1
http://my router.local. Okay. Now. It pulled up. Lynk sis. Why. Am I getting a warning. When I try to use. Let's see. Here. Yep. So. It won't. Let me click on advanced. I think I need to do. Google Chrome. And crud. Uh. Yeah. The only one that let me to. Get.
37:00
Speaker 2
Yes, sir. http://myrouter.local and then just press enter. Just go to advanced so you see advanced option. Yes, click advanced and then just um click on proceed or continue to um secure yourself.
37:00
Speaker 1
Google Chrome's highest level, turn on enhanced protection. It says, so advanced is a white box. It won't let me click on it. It says next to that or across from it. It says reload. It is blue to where I could kick on it, click on it. And then above that, in another little box, it says, to get Chrome's highest level of security, turn on enhanced protection. Let me hit this reload and see what it says. This connection is not private. This website may be impersonating my local router. oh. So, if selling me your connection is not private, this website might be impersonating my router. Dot local to steal your personal or financial information, you should go back to the previous page. Does that sound right? Did I lose you? Hello?
38:00