V2 Rubric Detail — a7faafd6-7a4b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 21:34
Duration
12m 33s
Contact
Barbara Currin
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136272
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall67.6% (+9.6)

V2 Grader Summary

The customer's issue was resolved as evidenced by the solid blue LED and their confirmation of satisfaction. However, the agent failed to identify the mesh system type, leading to materially incorrect technical guidance about LED meaning, and skipped critical diagnostic steps. While the outcome worked, the resolution lacked technical rigor and relied on procedural luck rather than accurate diagnosis, resulting in a Partial Resolution.

V1 Case Analysis

Customer reported main mesh router stuck on red/pinkish LED after power cycle. Agent instructed 5-press reset (press-release five times), which successfully restored solid blue LED and internet. Incorrect guidance provided about child node reset procedure. No serial number captured.

Troubleshooting Steps
  • Confirmed physical WAN connection between modem and router.
  • Attempted to collect serial number (unsuccessful).
  • Instructed 5-press reset on the main router.
  • Confirmed LED changed to solid blue and internet restored.
Key Observations
  • Agent provided an incorrect support URL (support.linktacus.com) at the start of the call, which is a hallucinated domain not affiliated with Linksys.
  • Agent failed to obtain a valid serial number despite multiple attempts, which is a protocol gap for hardware troubleshooting.
  • The 5-press reset instruction was correct and resolved the main router issue, restoring internet connectivity.
  • Agent gave materially incorrect advice about resetting child nodes, stating that resetting only the parent node would reconnect all nearby child nodes. This contradicts the KB, which requires child nodes to be reset or paired individually.
  • Agent did not clarify that the 5-press method is for pairing/escalation, not a factory reset, which could confuse the customer.
Positive Highlights
  • Correctly diagnosed the need for a 5-press reset to resolve the router's LED issue.
  • Clearly instructed the 5-press procedure and confirmed success when the LED turned solid blue.
  • Confirmed the WAN cable was properly connected during troubleshooting.
  • Provided accurate information about the location of the Wi-Fi password on the router label.
Agent Errors / Gaps
  • Provided incorrect support URL (support.linktacus.com) at the start of the call.
  • Failed to obtain a valid product serial number, which is required for hardware troubleshooting protocol.
  • Gave factually incorrect technical guidance about resetting child nodes, claiming they reconnect automatically by resetting only the parent node.
  • Did not clarify the purpose of the 5-press method, leading to potential customer confusion.
  • Limited empathy and reassurance, especially when the customer was frustrated and delayed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed router LED turned solid blue and stated 'it looks like it's gonna stay blue' and 'thank you so much for your help,' indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped initial diagnostics (e.g., verifying modem connection, checking WAN LED) and jumped directly to a 5-press reset without confirming the router model or LED meaning first.
R3 Partially Met Correct resolution path conf 85%
Agent assumed reset was needed without confirming product type or ruling out ISP/modem issues; correct path but lacked diagnostic foundation to justify it.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (LED turning red/pinkish) but did not ask about WAN connection, modem status, or prior changes; root cause assumed rather than diagnosed.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the 'led_mesh_system_identifier' logic to determine if the system was Cognitive or Intelligent Mesh. This is critical because 'Blue solid' means 'Online' for Intelligent Mesh but 'Setup Mode' for Cognitive Mesh. The agent provided instructions without knowing which system the customer had.
T3 Not Met No misinformation conf 95%
Agent stated 'if solid blue... which means it's already connected. It's already set up and online.' According to led_mesh_system_identifier.md, this is only true for Intelligent Mesh. For Cognitive Mesh, solid blue means 'Setup mode (ready to configure)'. Since the model was never identified, this guidance was materially incorrect for half of the possible mesh systems.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, set expectations ('wait three minutes'), and guided the interaction through delays and confusion.
C2 Met Confirmed understanding conf 85%
Agent used simple language, repeated instructions clearly, and adapted to customer’s pace during setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on resolution steps.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: perform 5-press, wait for solid light, reset other nodes, and use sticker password.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I understand' but did not acknowledge customer’s frustration with repeated failed attempts or extended setup time.
X2 Met Tone & rapport conf 85%
Agent matched customer’s emotional state, paused appropriately, and confirmed progress at key moments.
X3 Partially Met Overall experience conf 80%
Customer had to recheck serial number due to agent not clarifying early; also had to interrupt to correct email input — avoidable effort.
Call Transcript21 turns · 21 lines
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.linktacus.com for more information about your product. Thank you for calling Linktacus. This is May. How can I help you? Mm-hmm. Yep, go ahead. Mm-hmm.
00:00
Speaker 1
you bought this uh Linksys at uh best buy and not from uh them they couldn't do anything else to help me now my router still uh blinks blue uh no it's steady blue for only a couple of seconds then it goes to red the pinkish red color now and uh like I said I've I've done all the basic stuff in the right order you know like the modem first and then the router you know when I retatched it but uh nothing's working it's still red
01:00
Speaker 2
Okay. Okay, yeah, based on what you've said, I can say that your links is was resets. It needs to be set up again.
01:00
Speaker 1
Yeah, on the bottom, on the bottom side, on the bottom of the router, there is a reset button. And I tried pressing the reset button, but it didn't do anything. Uh-huh. Okay. Okay. So, Yes, I do. It is 581374255. Pardon me? Yeah, I know, I just, Well, I know, I just gave you the.
02:00
Speaker 2
again in order for it to have a blue light on top. Can I have the serial number first please? uh yeah indeed your linksys was successfully reset. The reason why it doesn't have internet right now a link should be set up again in order for it to go back online and including the light to lit up again blue once it's successfully set up. If there's no problem. Can you have the serial number? Serial number consists of numbers and letters. It's on the sticker underneait. The node. Serial number is on the sticker nearneait. Your link to the router consisting of numbers and letters.
02:00
Speaker 1
serial number that's on the bottom of it. And that's what it was S N 5 8 5 8 1 3 7 4 2 5 5 [silence] All right, well, okay, all right, on the bottom. Okay, on the bottom of it, it said SN. So I figured that was the serial number but I have the other ones also. I have another one that's CM MAC and then another one says MTA MAC. So which one of those would be the one? Oh, wait a minute. Wait a minute. Hold on a second. Hold on a second. I may be, wait, maybe I gave you the modem one. Hold on a minute. Let me double check. Hold on a second. Let me do the wrong.
03:00
Speaker 2
This is too short. Our serial number is 14 characters in total. [silence] [silence] Okay. Oh, none of those. [silence] This is the only numbers provided under SN. Mm-hmm.
03:00
Speaker 1
Okay, okay, hold on a minute, I'm checking, um, Aha, okay, I did, I gave it a, okay, so this is the router information. Uh, okay, okay, can you hold on for one second? I got, it's the writing is so small, I have to take a picture of it so I can see it, so hold on one minute, okay? Okay, let's see, boy, that's hard to see. Okay. Oh, I, ay. [silence]
04:00
Speaker 2
Mm-hmm. Yes. Yes. Yep, I can hear you. Yes. Yeah, I can hear you. [silence]
05:00
Speaker 1
Hello, are you there? Yeah. I'm so sorry. I kept you waiting. I forgot that. I called you on my house phone and not my cell phone. Oh, my God. All right. Here we go. Okay. What I was going to I was going you the serial number from the modem instead of the router. Okay. Here we go. It is 50 DLECK and David, 10, Amlek and Michael, 28, Sea Lake Charlie, 15267. BAC9846@aol.com.
07:00
Speaker 2
Yes. It's fine. I understand. You're there. OK. Again how about your active email? Is it
07:00
Speaker 1
me name is Barbara current see you R R I N spectrum boy I as a mesh router I have a mesh router arm I have let's see let me think a minute one I have about three or four nodes I'm not sure the one yes that's yeah that's the one that's uh sitting on my desk over here the the tower yeah Bye. boy. Bye. boy.
08:00
Speaker 2
Did for boy, or D for David? Okay. Okay, Barbara, and your last name. Okay, thank you. You have an account here now. And who's your internet service provider? Okay. And you own there how many Linksys device in total? Including the extender. [silence] There, okay. And the pink that you're referring to is the main one that is plugged in straight to Spectrum. Okay. That means all of your Linksys now got disconnected since it's the main one that is
08:00
Speaker 1
uh huh press the reset button five times okay hold on okay hold on okay I did it now it's blinking uh like a white color uh yes yes every
09:00
Speaker 2
us on setup mode right now because the reset. Here's what you can do first, Barbara. Press the reset button, but this time do it 5 times. Press, release. Press, release. Press, release. 5 times. Yep. One second interval. Uh Huh. it's trying to be set up right now. The ethernet cable, it's still plugged in to the internet port of this Linksys router, right? And the other end to the modem. Am I right with that? [silence]
09:00
Speaker 1
Everything is plugged in. Yeah. Oh, okay. Well, it's still blinking, that white-ish color. [crying] Still blinking. What's gonna happen after it stops blinking? Will it turn, will it turn steady blue? Oh, okay. Oh, okay. All right. It stopped. I, it just stopped.
10:00
Speaker 2
Okay. It will just take three minutes max for it to have a steady light again, either blue or red, we'll see. Mm-hm. Um if solid blue, steady blue or green, which means it's already connected. It's already set up and online. But if it turns to solid red,
10:00
Speaker 1
I'm sorry to interrupt. I just wanted to say it stopped blinking white, and now it's blue, and so far, so good. It looks like it's staying blue. Yeah, it looks like it's gonna stay blue. Yeah, okay. That's it? Great. Oh, okay, great. Thank you so much for your help. I appreciate it. Okay. Oh. I have to... All the nodes have to be, okay. Alrighty, thank you. Have to do the same thing with them, bring it next to the main one and hit the reset button?
11:00
Speaker 2
Mhm. I see. Okay, that's good. So, yep, that's it actually. It's already back online. The Wi-Fi network password is the one on the sticker underneath your link. Says that's the one that you need to follow. You're welcome. And regarding your extenders, by the way, they're not automatitically connected. You have to relocate those right beside the main node and have it reset. Yeah. In order for it to be added back. [silence]
11:00
Speaker 1
Is there a reset button on the nodes? I don't remember. Oh, okay. Okay. All right, then, thank you for your help. I appreciate it. Okay. Okay, bye bye. [silence]
12:00
Speaker 2
Yes, there is if for each of it, but adding child nodes you just need to press always the reset button on the parent node, because it will connect all nearby links that it can detect.
12:00