V2 Rubric Detail — a5e98f78-74ab-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:46
Duration
31m 35s
Contact
Jerald Pigg
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135360
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: enable guest network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-22.2)

V2 Grader Summary

The agent failed to follow the ISP/Modem diagnostic flow, skipping WAN verification and web UI access. Technical accuracy was poor, specifically regarding LED status (claiming white is online when the KB specifies blue for ready state). The call ended without resolution and without a warranted escalation despite a blinking red LED.

V1 Case Analysis

Customer reports no internet after new Verizon service on MX6200 mesh (2 nodes). Agent performed factory reset despite solid white LEDs indicating online status, guided app-based Wi-Fi reconfiguration, but never verified WAN connectivity or modem status. Issue unresolved.

Troubleshooting Steps
  • Performed a factory reset (hard reset) of the router despite solid white LEDs indicating online status.
  • Instructed customer to connect to default Wi-Fi network and use Linksys app to change SSID/password.
  • Attempted to guide node relocation, but parent node was unplugged and LEDs turned red [24:00].
Key Observations
  • Agent misidentified solid white LED (online) as requiring a factory reset, directly contradicting KB guidance.
  • No WAN troubleshooting performed: no modem reboot, no speed test at modem, no check for CGNAT or PPPoE issues.
  • Agent confused Wi-Fi password with serial number and failed to collect correct device information.
  • Call ended without confirming if internet was restored or setting a follow-up path.
Positive Highlights
  • Agent remained polite and patient throughout the call.
Agent Errors / Gaps
  • Misinterpreted solid white LED as a fault condition requiring factory reset; per KB, solid white/blue indicates normal operation and reset is not the first step [07:00].
  • Performed unnecessary factory reset on a functioning mesh system, erasing valid configuration without cause [06:00].
  • Failed to troubleshoot WAN connection: did not ask customer to reboot modem, test speed at modem, or check WAN IP [missing entirely].
  • Misidentified Wi-Fi password as serial number and did not correct or re-collect it [05:00].
  • Did not verify whether internet connectivity was restored after changes [end of call].
  • Did not provide or schedule any next steps, escalation, or self-help resources [31:00].
  • Guided customer to use the Linksys app for Wi-Fi reconfiguration, which is irrelevant to the reported WAN/internet issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No confirmation of internet restoration; customer still had blinking red LED and app issues at call end.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped essential diagnostics like modem power cycle, WAN test, or web UI access; only suggested app use and reset.
R3 Partially Met Correct resolution path conf 92%
Agent attempted setup for new ISP but failed to verify warranty or escalate; best-effort troubleshooting initiated but incomplete.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify root cause or ask relevant diagnostic questions (ISP type, WAN status, PPPoE/VLAN) as required by universal_isp_modem_diagnostics.md; jumped to reset without symptom assessment.
T2 Not Met Appropriate tools / resources used conf 98%
Agent relied solely on the app and verbal LED descriptions; failed to use the local web interface (http://192.168.1.1 or http://myrouter.local) to verify WAN connection as mandated by universal_isp_modem_diagnostics.md and universal_escalation_guide.md.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated 'solid white means it's already online' (contradicted by universal_mesh_node_management.md which defines 'solid blue' as the ready/paired state for mesh nodes). Agent also failed to provide correct pairing/relocation guidance for the MX6200.
Communication
C1 Not Met Clear & professional language conf 96%
Frequent 'Hello?' interruptions, no agenda, unstructured flow; lost control during silences and customer confusion.
C2 Not Met Confirmed understanding conf 95%
Used unclear phrase 'ensure that you’re blue'; no comprehension checks despite customer’s repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Shifted responsibility to app; did not own resolution path or commit to follow-up despite ongoing issues.
O2 Not Met Proactive follow-through conf 95%
No defined next steps or timeline; ended call without confirming resolution or offering callback.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; first contact with no handoff.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Child node had blinking red LED and no internet—clear escalation trigger per universal_escalation_guide.md—but agent did not escalate.
E2 Not Met Escalation prep & handoff conf 96%
No escalation performed; therefore execution criteria (team, details, notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy statement; ignored customer frustration and repeated effort with new device.
X2 Not Met Tone & rapport conf 95%
Continued scripted instructions despite customer confusion and disengagement; tone mismatched urgency.
X3 Not Met Overall experience conf 95%
Misinterpreted serial number as Wi-Fi password, forcing repetition; created avoidable friction.
Call Transcript44 turns · 50 lines
Speaker 1
Welcome to Lexus support. Yeah. I'll still. Good afternoon, no internet and so I need to set that up. I have a new internet. [silence] Yeah. [silence] and laptop.
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 on your issue. 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. Hi, thank you for calling, Linksys technical support. My name is Dylan, how can I help you today? You don't have internet connection?
00:00
Speaker 1
Correct. Verizon? I'm sorry? Yeah, it's Gerald pig, J E R A L D pig, P I G G.
01:00
Speaker 2
Oh, you got a new internet. Okay, so just to make sure I got it right, sir, may I know who is your new internet service provider? Verizon. All right, so let me just run some verification with you, sir, and gather a few questions about, gather information about your Linx router and run some few, f some questions about your Linx router in order for me to proceed further. So, um let me just create a record here starting with your full name. Uhm, could you provide me your first and last name so that I can create a record?
01:00
Speaker 1
Gigi? [silence] Tech. P-I-G-I. Yes, tech. Peter and Paul I-G-I. GeneralTech@hotmail.com. [silence] Or maybe Baldwin25Clifford37@gmail.com. Accounting for which. [silence] Okay, cool. Yes. He says tomorrow and there's no way.
02:00
Speaker 2
What? What was your last name again? Sorry, that's P-I-G-G-E-R. Go ahead. All right, thank you so much for that one, Sir Gerald. And how about your email address? The first one that you've mentioned, that's Geraldtig@hotmail.com. Right. Uh, by the way, for Gerald, that's J for Jaguar. Okay. All right, Sir, now can you provide me the model, the model number, and the serial number of your a
02:00
Speaker 1
uh, but i'll do it on my next browser, um, Mmm. The model number is, okay, uh, let's see. The model name is develop, setup. Uh, the password, or Oops, I'm sorry, so the model number, I can't, the model number is MX 62000. Cheers. Yes.
03:00
Speaker 2
[silence] Link lengths, it's the hole. [silence] The value of not develop names or develop name. [silence] Uh you can provide me the serial number instead and I'll look for it. Ummarehab center. Okay, got it. And how many nodes do you have right now? You got two nodes. Okay. Can you provide me the serial number please?
03:00
Speaker 1
The serial number is, what is the serial number? It's um, password uh, one H, oh, oh I can't see this! Oh my God, I can't see this! One A H v when I can wake up, I'm reading this, feel no further one H v five u. I want to put the light on so everybody can kind of see it. Uh, you know, um, I think you should even. And the first month is yeah. One H V five U, nine, are cute. K-U-N-U-N-X. It's serial number. It's serial number. Let's did all same The and on the last option. It's five, one, one, zero, M two B D as in dog, zero R seven. Nine, two, three. That's perfect.
04:00
Speaker 2
That's not the serial number, sir. That's the past, the Wi-Fi password. Mhm. Aight. Let me just repeat that one. It's FIVE 8W10M4Mike UEIGHTBEFOBravo 4 Delta ZERO SEVEN NINE TWO THREE. Good. Thank you so much for that one. [silence]
05:00
Speaker 1
Are you going to need the other serial number also? Are you going to need the other serial number also? All right, cool. Thank you. Mhm. Even though it's brand new and it just got installed five minutes ago. Even though it's brand new and it just got installed like five minutes ago.
06:00
Speaker 2
Let me just finish up the record here. I'm sorry? Uh, no need for the other one, sir. Uh, this is enough. All right. Okay. So, as for this one, um, Sir Gerald, we might need to reconfigure your router considering that you have a new internet service provider? So, what we're going to do first is, um, we're going to, uh, reset your router back to its default settings. So we're going to do a hard reset. Mm. I, uh, uh, I'm sorry?
06:00
Speaker 1
Yes. It is solid white. Both of them are solid white. Okay, so Do I go to my former internet to access them? Will the password that I had previously? That's how I,
07:00
Speaker 2
Oh, so your router as well is just uh, was just bought. Okay, Oh, I see. All right, no problem. So right now, sir, can you tell me what's the color of the light indicator on the one that is connected to the modem? Oh, it's solid. But it's solid. Oh, so it means that it's already online. How about the other one? Oh, it's green as well, sir? Oh, I see. Um, they're actually already online, sir. Um, you you need to connect to the Wi-Fi first. Um, use the default Wi-Fi password.
07:00
Speaker 1
Okay okay so you know check if those that was connected. [silence] You're not in our first mode. [silence] that's not the password for the [silence]
08:00
Speaker 2
First, look for the default Wi-Fi. the default Wi-Fi name on the available network, so once you're connected, we can we can access the Linksys app. So you can download the Linksys app and associate your account with the app, so that you're able to change your Wi-Fi name and password and even monitor your connectivity. So just connect to the Wi-Fi first. Okay.
08:00
Speaker 1
3SG hit what this 3SG see Duncan all enjoyed the passport oh, he is a password. Okay, so leaving this test. I don't know, but yes, I connected to that internet currently came versus and there um, it's not connected to that internet my app ad um and then you can do that on my phone as well or just what I do one. It'll do all the one one. So it's not my phone and already because apart on my app. Okay, yeah, that's connected. uh I have a new app that I was not on this one but I can download it real quick. uh let's let's search [silence]
09:00
Speaker 2
Okay, that's good. So, right now, do you have the lynx app already on your phone, or you haven't downloaded it yet? Okay, sure.
09:00
Speaker 1
Lexus, links to smart Wi-Fi, links to a router, links in develop, or links is extender, likes in to life. Which money out? Oh, David. Okay, they got a lot of different titles to search for, but I was on one of them. One links is here to download. So, that's for me. Is it opening now? It's open now. Just to manage your Wi-Fi. Yeah, I manage a new Wi-Fi. Okay. Well, I'm in the pass words. Come on. I'm sorry. Okay.
10:00
Speaker 2
Um, it should just be a home Wi-Fi. Like, um, it, it's, it, it, it's, it, it's, it's, it, it's, it, it's, it, it's, it, it's, it, it's, it, it's, it, uh, the icon or the logo of the app shows like two L with one dot on the upper right corner. Uh, uh, by the way, uh, by the way, you need to ensure that you're blue.
10:00
Speaker 1
[silence]
11:00
Speaker 2
you just have to go to the three lines on the upper left corner and and then you'll see the different settings
11:00
Speaker 1
[KEEP_UNCERTAIN] Okay, whatever. So I'm changing for better but let's see, um, Yeah, um, And I forgot it, uh, What is uh, Oh that. That's a famous word right now. That wasn't that clever. Let's see. Okay. Oh, Okay. So I figured out what's here and put a new one there. Is that correct?
12:00
Speaker 2
You just have to go to wifi settings and then you'll see there your wifi name and your wifi password. Just have to tap on it and change it. [silence] Yes, yes. Um, you can uh um you know. Hi navigate through the linksys app and check those in um settings but uh once you have changed the Wi-Fi name and a password you probably be disconnected to the Wi-Fi so all you need to do is just reconnect to your um network. Hello? Oh, okay.
12:00
Speaker 1
Um, I think, okay. So if it changed, you save, um, uh, so it a s a, so it says, um, it looks like, they, yeah, hold on. I see, yeah. It's, oh, I did not see, I have an error in there, though. Can I change that, um, how to, so do a wire to the lines and to Wi-Fi settings, change that to, Okay. Whether it's due to whatever is doing... Okay, so it's saved. Um... And uh, yeah.
14:00
Speaker 2
Hello sir. [silence] So, uh, did you already successfully like, uh, updated your wifi name and password? [silence] No. [silence] Oka. [silence] All right, so now sir, we can– we can now uh unplug the child node or the other uh الذاتي node on your headend or uh Modoks router. [silence] router., the, the other one? Yeah. Um, let, let's uh, relocate first the other node. Somewhere on your area. Yeah., you, you just have to ensure that it's within 30 to 50 ft away from the parent node or the main router., you know, for them to have a better connection. So the connection Did you just uh, unplugged it or what? Okay. So, I think uh, it's still configuring. So, let's give it some time. And once it's, once it's turn, returned back to solid white,
16:00
Speaker 1
you know, okay. while pairing or forever? no, no, I'm saying, you mean while pairing have it 50 feet away or forever have it 50 feet away? Yes, I'm saying forever or just while pairing. So, you're saying forever? You're saying keep it next to the parent no, the the the the thing forever. Like when like in a month, they still be there.
18:00
Speaker 2
oh, I we can now proceed to relocating it. Okay, so just ensure that it's within 30 to 50 feet away from the parent. No. The parent No is the one that has connected the child node. That within 30 to 50 feet away. So they're already paired, so they're already connected to each other. Mhm. Yes. [silence] Yes. Yes. Yes. So [silence]
18:00
Speaker 1
Right now, there's something down here. Sure, the parent node stays next to the, okay, all right, so then, so my question, at a four level house, then at a the thing the router and the parent node are going to be on the first floor, I have an extender now on the second floor, um, so should the child node go near the extender or on my third floor? why did, I mean, you know, I'll be able to cover up gaps in the area, how can they be so close and cover up the gap?
19:00
Speaker 2
So if uh the the child node is already connected to the parent node, once you unplug it and relocate it to a different area, it will just reconnect back to the parent node. So you don't have to do anything. Yeah, the parent node stays with the modem, of course, because it it's dependent on the power. I mean internet source. Um as long as it's within like it's within 30 to 50 feet away from the parent node.
19:00
Speaker 1
Okay. Yeah. If it's that close to the parent node that is two levels of house that it's not reaching, correct? [silence] Hello. Yeah, I got you. Um okay, so I'd plug the child node and take it upstairs. What you say right? After when you set it as a child node, but just to pair those over here, I plug it back with that thing.
20:00
Speaker 2
You only have two nodes, right? Yeah, it would be better if you have like one node each of the level. But you can actually try it, sir. You can actually try it and see if it would still connect and what the signal strength between your parent and the child note. So, can you hear me? Yeah, sir.
20:00
Speaker 1
I had to unplug the this parent node to put it closer to the modem. It keeps disconnecting and I I I think the child I I'm waiting for them to repair before I pick it back up and take it up upstairs to the other area. correct, but it was in, it was not in an outlet near that. So I had to unplug it to put it near the outlet that it would rest in, since it has to be there forever. Um, so I had unplug to do, oops. Okay, if I plug to the... Right. That's what I'm saying. Yeah. Yeah. Correct. That's what I'm saying, sir. Yes, that's what I, yes.
21:00
Speaker 2
no, you'll just leave it connected to the modem. Oh, okay. So you need to, if you have unplugged the parent node, sir, you probably need to give it some time to reboot and go online first before you, yeah, before you relocate the child node, to ensure that it will not disconnect.
22:00
Speaker 1
They are red currently. Yes, no blinking red, then one is now white, solid white. The other is blinking red still. The child mode, yes, correct.
24:00
Speaker 2
Make sure. I'd just, plug it in. Okay. Did it just give it some time? the root node? Right? okay, so just give it some time to reconnect back. I mean to reconnect to the network.
24:00
Speaker 1
Okay. Well, let's start my my [silence] Oh, good. I just, I already did it. Damn. Sorry. Yes. No. No. Uh, as I was about to shout it, but I can't see what you're doing.
25:00
Speaker 2
alright, uh, uh, don't, don't, uh, relocate it yet, just give it some time, you know. Oh, okay. All right, uh, no problem. We can now, uh, let's, uh, move and, uh, try to relocate it and see what will happen.
25:00
Speaker 1
when do I plugger? when do I plugger? Hello? Hello? when do (?) I plug it? Jesse, I can hear you. No, not yet. Are you back from lunch already? michael: I haven't lunch. wet nannies. jesse: Yeah. michael: Okay.
27:00
Speaker 2
Hello. Hello. Are you there? Is it already? Yeah, is it always so white, sir?
27:00
Speaker 1
It is solid white. The child knows it's solid white. If you're saying something, I don't hear you. Yes. Yes. Yes. Yes, yes, it is. I've not I've not moved it.
28:00
Speaker 2
Hello? Hello? All right, so, um, your child node 3 is now solid white. You just, um, is it still near the parent node? You haven't, uh, relegated yet? Okay. So, we can unplug it and, uh, try to relocate it to the third point. [silence]
28:00
Speaker 1
Okay. Cat! Cat! Cat! Cat. Cat. Cat. [silence] ... ... ... ... ... ... ... ... ... ... [silence] ... ... ... ... ... ... ... [silence] [silence] Uh, it's time. ... ... ... ... ... ... ... ... ... ... ... ... [silence] Okay. [silence] I think he's got [silence] [silence] [silence] [silence] ... ... ... ... ... ... ... ... [silence] But I'm sure it'll turn on and um and that's all that's everything右靠, that's right. Okay. Um, um, okay. Well, thank you very much for your help. Okay, sounds good. Thank you. Thank you. Bye-Bye.
29:00
Speaker 2
Hmm. Yes. Yeah. That would be everything. You're very much welcome, sir. So just don't hesitate to give us a call back in case you encounter some issues with your router. All right, sir. You're very much welcome. Have a great day and thank you for calling, sir. Take care, sir. Bye for now.
31:00